CN101729692B - Seat monitoring system and implementing method - Google Patents
Seat monitoring system and implementing method Download PDFInfo
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- CN101729692B CN101729692B CN2008101673677A CN200810167367A CN101729692B CN 101729692 B CN101729692 B CN 101729692B CN 2008101673677 A CN2008101673677 A CN 2008101673677A CN 200810167367 A CN200810167367 A CN 200810167367A CN 101729692 B CN101729692 B CN 101729692B
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Abstract
The invention discloses a seat monitoring system and an implementing method, relating to the field of customer service center system. The system in the invention comprises a seat monitoring unit, a site data structure module and a site editing module which are connected in sequence, wherein the site editing module is used for adopting different primitives to respectively imitate each article and seat in a simulated call center live action based on the selected background, and generating a scene analogue graph for a call center after filling in each primitive information; the site data structure module is used for storing the information in the scene analogue graph by using a predefined data structure; and the seat monitoring unit is used for reading corresponding information from the stored scene analogue graph according to monitoring conditions, drawing into a monitoring view, reading the information of a customer representative to be monitored from a computer-phone integrated system, displaying the information on the corresponding position in the monitoring view, thus realizing the seat monitoring. The invention has the advantages of displaying the actual condition of the whole site flexibly and perfectly and improving the work efficiency of the monitor position.
Description
Technical field
The present invention relates to field of customer service center system, specifically, relate to a kind of seat monitoring system and implementation method.
Background technology
The seat monitoring system is monitor position or system manager's in the operator call center groundwork interface, and its function is meant that monitor position or system manager can carry out real-time inspection to the working condition of normal client representative in the current call center through supervisory control system: comprise monitoring to each customer representative's current state (comprise monitorings, tackle, chip in etc.), online problem seek help answer, leave the table and specifically business operation such as examine.
Along with developing rapidly of NGN network, the seat function in the NGCC call center will develop to the direction of diversification, practicability, and the function that correspondingly need offer the user is with hommization more; The software ease for use is also strong more; But can find that through the user's request investigation at present general seat monitoring system monitoring function is complete inadequately, mostly showing interface is the data form form; Vividly intuitively, can't satisfy the demand of following NGCC really inadequately.Therefore need the seat monitoring system of the new platform of a kind of NGCC, thereby can the on-the-spot outdoor scene of call center simulated out, and realize following function:
Formulate the data structure of place emulation, the editting function in place is provided, guarantee that data derive, supply real-time monitor procedure to use;
The policer operation interface is provided, obtains each customer representative's information, thereby directly in the interface that simulation is come out, each customer representative is carried out monitoring work.
Summary of the invention
Technical problem to be solved by this invention is a kind of seat monitoring system and implementation method to be provided, thereby to realize seat monitoring through directly perceived lively interface.
In order to address the above problem, the invention discloses a kind of seat monitoring system based on the emulation of pel place, comprise the seat monitoring unit, place data structure block and the place editor module that connect successively, wherein:
Said place editor module is used on the basis of selected background, adopts each object and seat in the different pel difference analog simulation call center outdoor scenes, after filling in each primitive information, generates the scenario simulation figure of call center;
Said place data structure block is used for preserving with the data structure of predefined the information of said scenario simulation figure;
Said seat monitoring unit; From the information of the scenario simulation figure that preserved, read corresponding information according to monitoring condition; Be depicted as the monitoring view; From the computer telephone integrated system, read simultaneously the customer representative's that will monitor information, be presented on the relevant position of said monitoring view, realize seat monitoring.
Further, in the said system, in the data structure block of said place, the information of the scene module figure that is preserved comprises background information and said primitive information;
Said background information comprises size, coordinate information;
Said primitive information comprises coordinate information at least, and when said pel was represented seat, this primitive information also comprised agent phone number, IP address information.
Further, in the said system, the information of respective client representative comprises customer representative's job number, name, platform number, telephone number, current state, post in the said computer telephone integrated system.
Further, in the said system, it is local that said place data structure block is positioned at said seat monitoring system, perhaps is positioned at the Call Center Server side.
Wherein, said place editor module also is used for, the information of revising or deleting said place data structure block scene simulation drawing according to user command.
The invention also discloses a kind of method for supervising of the seat monitoring system based on the emulation of pel place; On the basis of selected background; Adopt each object and seat in the different pel difference analog simulation call center outdoor scenes; After filling in each primitive information, generate the scenario simulation figure of call center, the information of preserving said scenario simulation figure with the data structure of predefined;
When carrying out the seat monitoring operation; From the information of the scenario simulation figure that preserved, read corresponding information according to monitoring condition; Be depicted as the monitoring view; From the computer telephone integrated system, read simultaneously the customer representative's that will monitor information, be presented on the relevant position of said monitoring view, realize seat monitoring.
Further, in the said method, the information of said scenario simulation figure comprises background information and said primitive information;
Said background information comprises size, coordinate information;
Said primitive information comprises coordinate information at least, and when said pel was represented seat, this primitive information also comprised agent phone number, IP address information.
Further, in the said method, customer representative's information comprises, customer representative's job number, name, platform number, telephone number, current state, post information.
Wherein, in the local information of preserving said scenario simulation figure of said seat monitoring system, the information of perhaps preserving said scenario simulation figure in far-end Call Center Server side.
After this method is preserved the information of said scenario simulation figure, also revise or delete the scenario simulation figure of call center's outdoor scene according to user command.
Adopt technical scheme of the present invention; The actual conditions of intactly having showed whole place flexibly provide detailed customer representative's information, make things convenient for the work of monitor position; Can carry out the outdoor scene location to target customer's representative soon; Also can carry out policer operation to target customer's representative intuitively, improve the operating efficiency of monitor position, increase monitor position overall control ability in the operation interval.
Description of drawings
Fig. 1 is the seat monitoring system configuration sketch map based on the place emulation of pel that the present invention proposes;
Fig. 2 is the flow chart of system shown in Figure 1.
Embodiment
Main design of the present invention is; Propose a kind of seat monitoring system of the place emulation based on pel, promptly respectively behind each element (comprising field scene and customer representative) of the on-the-spot outdoor scene of analog simulation call center, form the scenario simulation figure of call center by each pel and background by each pel; And according to the information of the data structure saving scenario simulation drawing of formulating in advance; Then said place analogue system based on pel is applied in the seat monitoring system of NGCC (call center of future generation) platform, like this, in the outdoor scene monitor procedure; According to monitoring condition; Read the information of the corresponding scenario simulation figure that the place analogue system preserved, and obtain the respective client representative information, realize the seat monitoring operation from CTI (computer telephone integrated system) end.
Below in conjunction with accompanying drawing and embodiment technical scheme of the present invention is done further explain.
A kind of seat monitoring system based on the emulation of pel place; As shown in Figure 1, comprise interconnective pel place simulation unit and seat monitoring unit, wherein; Pel place simulation unit further comprises place connected to one another editor module, place data preservation module and place data structure block; The place data structure block links to each other with said seat monitoring unit, and wherein, each functions of modules introduction is following:
Seat monitoring unit: be used for watching intuitively in real time each seat of current place (being the customer representative) situation that pel place simulation unit is provided; Promptly according to the data format of place data structure definition; From the place data structure block of pel place simulation unit, read the place data message; And combine customer representative's information of obtaining from the CTI end, like information such as customer representative's job number, name, platform number, telephone number, current state, posies, for the user provides quality inspection, monitoring, operating function such as tackles, tolls breakdown; In the present embodiment, this unit can be by existing techniques in realizing.
Pel place simulation unit:, reflect the call center's real scene in the service area of seat monitoring unit faithfully, intuitively to scheme n-ary form n for the user provides lively interface; Wherein,
The place editor module is the main interface of operation of place simulation unit, and being used for provides friendly operation interface to the user, according to customer requirements; Carry out the emulation of pel place, generate the scenario simulation figure (scenario simulation figure is made up of pel and background) of call center's outdoor scene, and dose information for each pel; For example, dose the coordinate information of each pel etc., for the pel of expression seat; Also need dose information such as telephone number, IP address, this module provides the function such as newly-built, modification, deletion in place;
The place data are preserved module, are used for all information of the current place of place editor module, the i.e. information of scene simulation drawing; Preserve with the defined data structure of place data structure block; Supply place simulation unit or seat monitoring unit to use, wherein, the information of scenario simulation figure comprises background information and primitive information; Background information further comprises information such as background size, coordinate; Primitive information further comprises information such as pel sign, coordinate, and when the pel label table was shown seat, primitive information also comprised information such as telephone number, IP address;
The place data structure block is used for according to real world applications and actual condition of construction, the storage configuration of the information of definition scenario simulation figure; For example, the place data structure block can adopt all information of data structure saving scenario simulation drawings such as place information table, seat attribute list, place object attribute list, wherein; The place information table is stored defined whole places, whole call center; Seat information under each place of seat attribute list storage, information such as the coordinate of this seat, telephone number, IP address for example, this module can adopt the preserving type that is positioned at pel place simulation unit local data base; The mode that also can adopt call center's far-end server side to preserve; In the present embodiment, for the ease of using the mode that adopts server side to preserve.
Above-mentioned seat monitoring system based on the emulation of pel place, its course of work is as shown in Figure 2, may further comprise the steps:
Step 201: engineering beginning workmen sets up the place data structure block;
In the present embodiment, the place data structure block is the customer service database, and the process of setting up this customer service database is included in table structure script in the database.
Step 202: according to the actual conditions of Customer Service Center customer representative working region the outdoor scene layout is carried out in each place through the place editor module; Be that the user passes through the place editor module; Select a virtual center, select background color, definition place title; And in the place of redetermination, add each pel, and be each pel fill message;
In this step, the primitive information of filling in is a coordinate information, for the pel of representing seat, also will fill in information such as agent phone number, IP address.
Step 203: the place editor module dumps to all information of scenario simulation figure in the place data structure block (present embodiment is the customer service database);
In this step; The information of scenario simulation figure comprises background information and primitive information; Background information further comprises information such as background size, coordinate; Primitive information further comprises information such as pel sign, coordinate, and when the pel label table was shown seat, primitive information also comprised information such as telephone number, IP address;
Step 204: the seat monitoring unit reads the information of this corresponding scenario simulation figure from place data structure block (present embodiment is the customer service database) according to monitoring condition; Be plotted in the monitoring view; Obtain related customer representative's information then from the CTI end; At last both are combined to form complete place outdoor scene information and show, the seat monitoring unit can regularly be initiated query manipulation and upgraded the agents state situation subsequently.
In other embodiments; When the seat monitoring system initialization based on the emulation of pel place is accomplished; Be after step 203 operation is accomplished, when changing, can also make amendment to current place through the place editor module as if actual place seat deployment scenarios; Simultaneously the primitive information of revising is write in the corresponding table of place data structure block, finally accomplish the information stores of scenario simulation figure.
Can find out from the foregoing description, technical scheme of the present invention, for the user provides friendly operation interface, careful abundant relevant information satisfies the active user to be monitored the squad leader, and controls the current field demand of the working condition of whole client service center in one's power strictly according to the facts.For example, powerful editting function flexibly that technical scheme of the present invention provided guarantees that the user can be at any time revises corresponding places according to the change of on-the-spot outdoor scene in analogue system, guarantee that promptly analogue system and actual scene are synchronous.Simultaneously; The invention provides various monitor position monitoring functions; Monitoring promptly is provided in monitoring module, tackle, chip in, leave the table examine, function such as quality inspection in real time; Monitor position can carry out policer operation to target customer's representative intuitively in monitoring module, improve the operating efficiency of monitor position, strengthens the control ability of monitor position to the overall situation in the operation interval.
Certainly; The present invention can also have other various embodiments; Under the situation that does not deviate from spirit of the present invention and essence thereof; Those of ordinary skill in the art can make various corresponding changes and distortion according to the present invention, but these corresponding changes and distortion all should belong to the protection range of the appended claim of the present invention.
Claims (10)
1. a seat monitoring system is characterized in that, comprises the seat monitoring unit, place data structure block and the place editor module that connect successively, wherein:
Said place editor module is used on the basis of selected background, adopts each object and seat in the different pel difference analog simulation call center outdoor scenes, after filling in each primitive information, generates the scenario simulation figure of call center;
Said place data structure block is used for preserving with the data structure of predefined the information of said scenario simulation figure;
Said seat monitoring unit; From the information of the scenario simulation figure that preserved, read corresponding information according to monitoring condition; Be depicted as the monitoring view; From the computer telephone integrated system, read simultaneously the customer representative's that will monitor information, be presented on the relevant position of said monitoring view, realize seat monitoring.
2. the system of claim 1 is characterized in that,
In the data structure block of said place, the information of the scene module figure that is preserved comprises background information and said primitive information;
Said background information comprises size, coordinate information;
Said primitive information comprises coordinate information at least, and when said pel was represented seat, this primitive information also comprised agent phone number, IP address information.
3. the system of claim 1 is characterized in that,
The information of respective client representative comprises customer representative's job number, name, platform number, telephone number, current state, post in the said computer telephone integrated system.
4. the system of claim 1 is characterized in that,
It is local that said place data structure block is positioned at said seat monitoring system, perhaps is positioned at the Call Center Server side.
5. the system of claim 1 is characterized in that,
Said place editor module also is used for, the information of revising or deleting said place data structure block scene simulation drawing according to user command.
6. plant the method for supervising of seat monitoring system, it is characterized in that,
On the basis of selected background; Adopt each object and seat in the different pel difference analog simulation call center outdoor scenes; After filling in each primitive information, generate the scenario simulation figure of call center, the information of preserving said scenario simulation figure with the data structure of predefined;
When carrying out the seat monitoring operation; From the information of the scenario simulation figure that preserved, read corresponding information according to monitoring condition; Be depicted as the monitoring view; From the computer telephone integrated system, read simultaneously the customer representative's that will monitor information, be presented on the relevant position of said monitoring view, realize seat monitoring.
7. method as claimed in claim 6 is characterized in that
The information of said scenario simulation figure comprises background information and said primitive information;
Said background information comprises size, coordinate information;
Said primitive information comprises coordinate information at least, and when said pel was represented seat, this primitive information also comprised agent phone number, IP address information.
8. method as claimed in claim 6 is characterized in that
Customer representative's information comprises, customer representative's job number, name, platform number, telephone number, current state, post information.
9. like claim 6 or 7 described methods, it is characterized in that,
In the local information of preserving said scenario simulation figure of said seat monitoring system, the information of perhaps preserving said scenario simulation figure in far-end Call Center Server side.
10. method as claimed in claim 6 is characterized in that,
After this method is preserved the information of said scenario simulation figure, also revise or delete the scenario simulation figure of call center's outdoor scene according to user command.
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| CN2008101673677A CN101729692B (en) | 2008-10-22 | 2008-10-22 | Seat monitoring system and implementing method |
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| CN2008101673677A CN101729692B (en) | 2008-10-22 | 2008-10-22 | Seat monitoring system and implementing method |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN102728065A (en) * | 2012-06-27 | 2012-10-17 | 北京赛欧必弗科技有限公司 | Control method, control device and control system for sports seat |
| CN104519309A (en) * | 2013-09-27 | 2015-04-15 | 华为技术有限公司 | Video monitoring method, monitoring server and monitoring system |
| CN104363359A (en) * | 2014-10-31 | 2015-02-18 | 北京思特奇信息技术股份有限公司 | Visual monitoring method and system for call center agent states |
| CN105072298B (en) * | 2015-07-27 | 2019-01-04 | 携程计算机技术（上海）有限公司 | The monitoring system and method for call center's seat |
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| CN1471250A (en) * | 2002-07-24 | 2004-01-28 | 深圳市中兴通讯股份有限公司 | System and method for monitoring position business state for calling center |
| CN1691031A (en) * | 2004-04-30 | 2005-11-02 | 华为技术有限公司 | Business status monitoring method |
| CN101102477A (en) * | 2006-07-06 | 2008-01-09 | 北京北大方正电子有限公司 | Monitoring map design platform and its layout method |
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Patent Citations (3)
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| CN1471250A (en) * | 2002-07-24 | 2004-01-28 | 深圳市中兴通讯股份有限公司 | System and method for monitoring position business state for calling center |
| CN1691031A (en) * | 2004-04-30 | 2005-11-02 | 华为技术有限公司 | Business status monitoring method |
| CN101102477A (en) * | 2006-07-06 | 2008-01-09 | 北京北大方正电子有限公司 | Monitoring map design platform and its layout method |
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