CN102364502A - Multi-stage monitoring method in reference service system - Google Patents
Multi-stage monitoring method in reference service system Download PDFInfo
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Abstract
The invention relates to a multi-stage monitoring method in a reference service system. The method comprises the following steps of: 1, establishing an abstract model of the reference service system; 2, establishing monitoring dimension, a monitoring dimension instance and a monitoring dimension chain according to the monitoring information model of the reference service system; 3, establishing a monitoring page; 4, establishing a monitoring scheme according to a plurality of monitoring pages and determining the display sequence of the monitoring pages; and 5, reading the source code template of a monitoring system, automatically substituting parameters in the source code template of the monitoring system and generating specific source code of the monitoring system according to the information of the monitoring pages in the monitoring scheme. The method has wide application range. A user sets parameters such as the monitoring dimension, the monitoring dimension instance, the monitoring dimension chain, a monitoring index, the calculation method of the monitoring index and the like according to the difference of the reference service systems, so various reference service systems can be monitored.
Description
Technical field
The present invention relates to a kind of method for supervising, relate in particular to the multilevel monitor method in a kind of consultative service system, belong to information service field.
Background technology
When business to customer carries out consulting service, generally need in time to grasp the ruuning situation of consultative service system, maximum like the sales volume or the consulting amount of which service? Is which service that the client is most interested in? Is the customer complaint of which service more? Or the like.As far as large enterprise; Consultative service system relates to the enterprise work personnel toward contact; Make enterprise administrator also need in time to understand enterprise work personnel's duty and performance information, client's service of providing advice as whether online certain staff at present? At present total total how many staff are online to be client's service of providing advice? How is their work efficiency? Or the like.
On the other hand, consultative service system self possibly have some Service Quality Metrics, and these indexs also are that enterprise administrator hopes in time to grasp, for example business service precision, business service satisfaction, service promptness, or the like.
Therefore, the monitoring of consultative service system is very necessary in a consultative service system funtion part.The data that this function in time need be understood enterprise, the mode through figure or chart are presented in face of the enterprise administrator visually, and enterprise administrator makes apace that response provides in time, scientific basis.
But in the process of research method for supervising, we find following three key issues:
(1) in the epoch that current informationization is popularized day by day, the complicacy of consultative service system is increasing, and real-time requires also increasingly high.For the monitoring of consultative service system, traditional single-stage monitoring technique (refer to only monitor from an aspect supervisory system) can not satisfy user's demand, and enterprise is more and more for the demand of multilevel monitor system.
(2) owing to fixing multilevel monitor system has had cured when developing; The user can not be provided with; Can only select to carry out those fixing monitoring schemes, to any improvement of this fixing multilevel monitor system, the construction cycle that needs are long; Also face very big development amount, this will increase the operation cost of enterprise.
(3) be deployed in trans-departmental, trans-regional consultative service system to one, their monitoring is related to trans-regional, trans-departmental monitoring problem.If above-mentioned zone is divided into many levels; Perhaps department is divided into many levels; The enterprise administrator that is in different regions or different departments level so generally has different demands to the monitoring of consultative service system; Therefore how satisfying managerial personnel's different levels, different regions demand, is a difficult problem of research multilevel monitor method.
Summary of the invention
Technical matters to be solved by this invention: be directed against the multilevel monitor method that above not enough the present invention designed and realized a kind of consultative service system, comprise a kind of abstract model of consultative service system; According to the monitor message model of consultative service system, create monitoring dimension, monitoring dimension instance, monitoring dimension chain, and create the monitoring page thus; By monitoring scheme of a plurality of monitoring page creation, and the display order of definite monitoring page, realized configurable multilevel monitor technology; According to supervisory system source code template; Information according to the monitoring page in monitoring scheme information and the monitoring scheme; Automatically substitute the parameter in the supervisory system source code template, generate the supervisory system source code of specializing, greatly reduced the workload of Development of supervision system based on PLC.
Technical scheme:
Multilevel monitor method in a kind of consultative service system comprises:
Step 1: the abstract model of setting up consultative service system;
Step 2:, create monitoring dimension, monitoring dimension instance, monitoring dimension chain according to the monitor message model of consultative service system;
Step 3: create the monitoring page;
Step 4: by monitoring scheme of a plurality of monitoring page creation, and the display order of definite monitoring page;
Step 5: read in supervisory system source code template,, automatically substitute the parameter in the supervisory system source code template, generate the supervisory system source code of specializing according to the information of the monitoring page in the monitoring scheme.
Said step 1 may further comprise the steps:
Step 1-1: the monitor message model of setting up consultative service system; The content of this monitor message model is represented with a table, remembers that this table is Query; Every consultation information wherein is called a record, and representative is from client's consultation information, and the field of this table comprises Subscriber Number, reference content, handling time, area of source, source channel;
Step 1-2: the consultation information receiving subsystem model of setting up consultative service system; Be responsible for receiving consultation information from the client; And it is saved in database table QueryTable or the memory table; Every consultation information wherein is called a record, and QueryTable is corresponding with consultation information model Query for table, and promptly field is Subscriber Number, reference content, handling time, area of source, source channel;
Step 1-3: set up the information processing subsystem model Sys [i] of consultative service system model, wherein 1 ￡ i ￡ N, and this N information processing subsystem model is serial structure on flow process, after through i information processing subsystem models treated; The monitor message model becomes: Subscriber Number, reference content, handling time, source place, source channel, Sys [i] _ Attr [i, 1];, Sys [i] _ Attr [i, j];, Sys [i] _ Attr [i, k
i]; That is to say that the monitor message model has increased k after having passed through i information processing subsystem models treated
iIndividual attribute Sys [i] _ Attr [i, 1] ..., Sys [i] _ Attr [i, k
i], wherein j representes j attribute of i system, this k
iIndividual attribute can belong to different ranks separately, thereby makes the consultative service system model can support the consulting service of multilayer level;
The monitor message model after through i sub-systems models treated, is deposited into data processed in corresponding table Sys [i] table.
Monitoring dimension in the said step 2 be in the consultative service system the aspect that will monitor; Said monitoring dimension instance is the object lesson of monitoring dimension; Said monitoring dimension chain is called for short the dimension chain, is a linear chain that is made up of the monitoring dimension.
In the consultative service system the aspect that will monitor the area of source dimension is arranged, be called for short the area; Source channel dimension is called for short channel; The field dimension, the abbreviation field; Professional dimension is called for short professional; The theme dimension is called for short theme; The summary dimension is called for short summary; Treatment people group dimension is called for short treatment people group or personnel group; The treatment people dimension is called for short treatment people or personnel.
Said step 3 may further comprise the steps:
Step 3-1: from the dimension chain of having created, choose a dimension chain;
Step 3-2: in monitoring dimension example list, select monitoring dimension instance, form the dimension chain instance corresponding with the dimension chain of being chosen;
Step 3-3:, a monitor control index and computing method thereof are set to any dimension chain instance; Said dimension chain instance, according to its design, corresponding data set; The monitor control index of said dimension chain instance is a statistic on this data set; Said monitor control index computing method are the computing formula that are composited by arithmetic function, logarithmic function, trigonometric function, inverse trigonometric function, root function, power function, exponential function, extremal function.
Step 3-4: display mode, sampling period that dimension chain instance is set; The display mode of said dimension chain instance is divided into histogram, cake chart, curve map, form; The sampling period of said dimension chain instance also takes by weighing a kind cycle, is the update cycle of the data acquisition of dimension chain instance defined;
Step 3-5: create a monitoring page from a plurality of dimension chain instances, the refresh cycle of this page is set.
Sampling period among the said step 3-4 is when being 5 minutes, and then the data acquisition of dimension chain instance defined upgraded once in per 5 minutes, will recomputate about the relevant monitor control index of this data set thereupon.
Said step 3-5 comprises:
Step 3-5-1: a plurality of dimension chain instances divide into groups;
Step 3-5-2:, create the son monitoring page of a correspondence to every group of dimension chain instance;
Step 3-5-3: create a main monitoring page, its refresh cycle is set, its value is unit with the second;
Step 3-5-4: the son monitoring page of being created is embedded in the main monitoring page, the title of the main monitoring page is set.
Whether said step 3-5-1 is for to a plurality of dimension chain instances, identical according to their dimension chain, is divided into some groups, and the grouping of said a plurality of dimension chain instances requires the dimension chain instance in every group to have identical display mode, sampling period, monitor control index; Sampling period to the dimension chain instance in the different grouping requires consistent.
Beneficial effect of the present invention: the first, the present invention is applied widely; Difference according to consultative service system; Parameters such as monitoring dimension, monitoring dimension instance, monitoring dimension chain, monitor control index and monitor control index computing method are set through the user, can monitor different types of consultative service system.The second, the user is according to its application need; Can in the monitoring dimension that has disposed, monitoring dimension instance, monitoring dimension chain, monitor control index etc., select the monitoring dimension and the particular data of its concern; Improve the fixedly dirigibility and the applicability of supervisory system, can avoid the fixedly defective of supervisory system.Three, according to the user configured monitoring scheme and the monitoring page,, automatically generate corresponding supervisory system, greatly reduced the workload of Development of supervision system based on PLC according to supervisory system source code template.
Description of drawings
Fig. 1 is the process flow diagram of the configurable multilevel monitor method of the present invention;
Fig. 2 is the process flow diagram that the present invention sets up the abstract model of consultative service system;
Fig. 3 is the process flow diagram that the present invention creates the monitoring page;
Fig. 4 is X-coordinate title and the Y-coordinate title exemplary plot in the corresponding monitoring page of the monitoring dimension chain instance (display mode is a histogram) in the embodiment of the invention;
Fig. 5 is the table field title exemplary plot in the corresponding monitoring page of the monitoring dimension chain instance (display mode is a form) in the embodiment of the invention;
Fig. 6 is embedded into the main monitoring page exemplary plot that forms behind the main monitoring page with two son monitoring pages (corresponding to Fig. 4 and Fig. 5) in the embodiment of the invention;
Fig. 7 is embedded into the main monitoring page exemplary plot that forms behind the main monitoring page with two son monitoring pages in the embodiment of the invention;
Fig. 8 is the supervisory system source code template synoptic diagram in the configurable multilevel monitor of the present invention system.
Embodiment
Below in conjunction with accompanying drawing, the present invention is done further detailed description.
Like Fig. 1, in embodiments of the present invention, be example to set up configurable multilevel monitor, the configurable multilevel monitor method that the present invention proposes is described.But what should explain is that the present invention is equally applicable to configurable single-stage method for supervising.Therefore, configurable multilevel monitor scheme according to the invention also comprises configurable single-stage monitoring scheme.
Step 1: the abstract model of setting up consultative service system;
In order to make the multilevel monitor method have versatility, dirigibility, we need carry out abstract to general consultative service system.The practical implementation of step 1 be described below (like Fig. 2):
Step 1-1: the monitor message model of setting up consultative service system; The content of this monitor message model is represented (for ease of describing, remembering that this table is Query) with a table, and every consultation information wherein is called a record, and representative is from client's consultation information (claim that again the client seeks advice from, be called for short consulting).The field of this table comprises UserID, Content, AcceptTime, Location, Channel, representes Subscriber Number, reference content, handling time, area of source, source channel respectively.
Step 1-2: the consultation information receiving subsystem model of setting up consultative service system is (for ease of describing; Remember that this subsystem model is AcceptQueryFromUser); Its function is to be responsible for receiving the consultation information from the client; And it is saved among database table (or memory table) QueryTable, every consultation information wherein is called a record.QueryTable is corresponding with consultation information model Query for table, and promptly field is Subscriber Number (UserID), reference content (Content), handling time (AcceptTime), area of source (Location), source channel (Channel).
Step 1-3: set up the information processing subsystem model Sys [i] (1 ￡ i ￡ N) of consultative service system model, and this N information processing subsystem model is serial structure on flow process.After through i information processing subsystem models treated, the monitor message model becomes: UserID, and Content, AcceptTime, Location, Channel, Sys [i] _ Attr [i, 1] ..., Sys [i] _ Attr [i, j] ..., Sys [i] _ Attr [i, k
i]; That is to say that the monitor message model has increased k after having passed through i information processing subsystem models treated
iIndividual attribute Sys [i] _ Attr [i, 1] ..., Sys [i] _ Attr [i, k
i], wherein j representes j attribute of i system, this k
iIndividual attribute can belong to different ranks separately, thereby makes the consultative service system model can support the consulting service of multilayer level.
The monitor message model after through i sub-systems models treated, is deposited into data processed among corresponding table Sys [i] Table, and every consultation information wherein is called a record.
Embodiment
According to above-mentioned consultative service system model, carry out abstract in the face of client traffic consulting service down from the communications industry:
First; Set up the monitor message model of client traffic consulting service; Still be designated as Query, comprising Subscriber Number (UserID), reference content (Content), handling time (AcceptTime), area of source (Location), source channel (Channel).
Second; Set up the consultation information receiving subsystem of client traffic consulting service and (notice that when being directed against concrete consultative service system, we use " subsystem " speech; Rather than " subsystem model "; Down together), still be designated as AcceptQueryFromUser, corresponding table still is QueryTable; Its list structure is corresponding with monitor message model Query, and promptly field is Subscriber Number (UserID), reference content (Content), handling time (AcceptTime), area of source (Location), source channel (Channel).
The 3rd; Set up the information processing subsystem of client traffic consulting service; Be respectively natural language processing subsystem (being called for short the NLP subsystem), treatment people artificial treatment subsystem, consulting answer transmission processing subsystem, be designated as Sys [1], Sys [2], Sys [3] respectively.For through attribute that above-mentioned each information processing subsystem increased, we adopt the form through j the attribute " Sys [i] _ Attr [i, j] _ physical meaning " that increased after the i sub-systems in the consultative service system model to represent.
The attribute that consultation information correspondingly increases after its process NLP processing subsystem has:
Domain name under Sys [1] _ Attr [1,1] _ consulting field---client seeks advice from (for example, in the mobile client consulting, the consulting field is the brand under client's mobile phone, like " Global Link "),
Sys [1] _ Attr [1,2] _ consultation service---client seeks advice from related Business Name (like " Ring Back Tone service ", being called for short " CRBT "),
Sys [1] _ Attr [1,3] _ consulting theme---the client seeks advice from related subject name (like " CRBT is open-minded "),
Sys [1] _ Attr [1,4] _ the consulting summary---the client seeks advice from related summary title (like " CRBT is opened failure cause "),
Sys [1] _ Attr [1,5] _ consulting answer---to the answer content (like answer) of client's consulting to " CRBT is opened failure cause " this type problem,
Sys [1] _ Attr [1,6] _ NLP time of reception---NLP subsystem receives the moment of client's consulting,
Sys [1] _ Attr [1,7] _ NLP handles the concluding time---the moment of NLP subsystem end process client consulting;
Consultation information after simultaneously processing being finished is saved in the table with the corresponding called after Sys of its structure [1] Table.
The attribute that consultation information correspondingly increases after its process treatment people artificial treatment subsystem has:
Sys [2] _ Attr [2,1] if _ the consulting field---treatment people thinks that Sys [1] _ Attr [1,1] _ consulting field is wrong, the domain name that treatment people provides again by hand,
Sys [2] _ Attr [2,2] if _ consultation service---treatment people thinks that Sys [1] _ Attr [1,2] _ consultation service is wrong, the Business Name that treatment people provides again by hand,
Sys [2] _ Attr [2,3] if _ consulting theme---treatment people thinks that Sys [1] _ Attr [1,3] _ consulting theme is wrong, the subject name that treatment people provides again by hand,
Sys [2] _ Attr [2,4] if _ consulting summary---treatment people think Sys [1] _ Attr [1,4] _ consulting make a summary wrong, the summary title that treatment people provides again by hand,
Sys [2] _ Attr [2,5] if _ the consulting answer---treatment people is thought wrong, that treatment people was revised, the perhaps online self-editing answer of Sys [1] _ Attr [1,5] _ consulting answer,
Sys [2] _ Attr [2,6] _ time of reception---treatment people receives the moment of this consultation information,
Sys [2] _ Attr [2,7] _ processing concluding time---treatment people is to the moment of this consultation information end process,
Sys [2] _ Attr [2,8] _ treatment people job number---handle the treatment people job number of this consultation information;
Sys [2] _ Attr [2,9] _ treatment people group---handle the treatment people group at the treatment people place of this consultation information;
Sys [2] _ Attr [2,10] _ treatment people post---handle the post of the treatment people of this consultation information, like chamber length, squad leader or group leader;
Simultaneously it is kept in the table of, called after Sys [2] Table corresponding with data structure.
The attribute that consultation information correspondingly increased after it was handled through consulting answer processing subsystem has:
Sys [3] _ Attr [3,1] _ time of reception---receive the moment of consultation information,
Sys [3] _ Attr [3,2] _ transmitting time---will seek advice from and reply the moment that sends to the client;
Simultaneously it is kept in the table of, called after Sys [3] Table corresponding with data structure.
Can know that according to foregoing description after handling through three sub-systems, the attribute that consultation information has is on original Subscriber Number (UserID), reference content (Content), handling time (AcceptTime), area of source (Location), channel (Channel) basis, source; Following attribute: Sys [1] _ Attr [1,1] _ consulting field, Sys [1] _ Attr [1,2] _ consultation service, Sys [1] _ Attr [1 have been increased; 3] _ consulting theme, Sys [1] _ Attr [1,4] _ consulting summary, Sys [1] _ Attr [1,5] _ consulting answer, Sys [1] _ Attr [1; 6] _ NLP time of reception, Sys [1] _ Attr [1,7] _ NLP handles concluding time, Sys [2] _ Attr [2,1] _ consulting field, Sys [2] _ Attr [2; 2] _ consultation service, Sys [2] _ Attr [2,3] _ consulting theme, Sys [2] _ Attr [2,4] _ consulting summary, Sys [2] _ Attr [2; 5] _ consulting answer, Sys [2] _ Attr [2; 6] _ time of reception, Sys [2] _ Attr [2,7] _ processing concluding time, Sys [2] _ Attr [2,8] _ treatment people job number, Sys [3] _ Attr [3; 1] _ time of reception, Sys [3] _ Attr [3,2] _ transmitting time.
More than be the embodiment of the abstract model of concrete client traffic consulting service from the communications industry.For other different consultative service system, also can set up its corresponding abstract model equally, so that configuration monitoring dimension, monitoring dimension chain, monitor control index, monitor control index computing method etc.
Step 2:, create monitoring dimension, monitoring dimension instance, monitoring dimension chain according to the monitor message model of consultative service system;
Said monitoring dimension be in the consultative service system the aspect that will monitor, for example area of source dimension (being called for short the area), source channel dimension (abbreviation channel), field dimension (abbreviation field), professional dimension (being called for short professional), theme dimension (abbreviation theme), summary dimension (being called for short summary), treatment people group dimension (being called for short treatment people group or personnel group), treatment people dimension (being called for short treatment people or personnel) etc.
Said monitoring dimension instance is the object lesson of monitoring dimension.For example, the area is as a monitoring dimension, and its instance is Beijing, Tianjin.
Said monitoring dimension chain is called for short the dimension chain, is a linear chain that is made up of the monitoring dimension, is exactly a dimension chain of being made up of three monitoring dimensions like < area → treatment people group → consultation service >.
Embodiment
Dispose a monitoring that relates to three grades: first order area indicates the consulting service in which area of monitoring; Second level treatment people group indicates monitoring by the handled information of the personnel of which treatment people group; Third level consultation service, the consultation service that monitoring satisfies condition.And the multilevel monitor method through the embodiment of the invention, realize many cover monitoring schemes.The user can dispose more monitoring dimension according to different demands, as disposing channel dimension etc.Explain for ease and understand, only relate to three grades of monitoring at this.Wherein:
Monitoring area, treatment people group, consultation service are represented in one-level dimension chain < area >, < treatment people group >, < consultation service>respectively.
Treatment people group under secondary dimension chain < area → treatment people group>the expression monitoring area; The handled consultation service of < treatment people group → consultation service>expression monitoring treatment people group.
The handled consultation service of treatment people group under three grades of dimension chains < area → treatment people group → consultation service>expression monitoring area.
As monitoring dimension instance; The monitoring dimension instance in monitoring dimension area is Haidian District, Chaoyang District, Xuanwu District; The monitoring dimension instance of monitoring dimension treatment people group is one group of telephonist, two groups of telephonists etc., and the monitoring dimension instance of monitoring dimension consultation service is CRBT, GPRS, multimedia message.
When to select the monitoring dimension be regional, can select to monitor accordingly in dimension instance Haidian District, Chaoyang District, the Xuanwu District one or more and monitor.
When selecting the monitoring dimension to be the treatment people group, can select to monitor among one group of one group of the dimension instance telephonist, telephonist one or more and monitor.
When selecting the monitoring dimension to be < area → treatment people group >; Can select among three groups of two groups of one group of monitoring dimension instance telephonist, telephonists, the telephonists of one or more and monitoring dimension treatment people group in the monitoring dimension instance Haidian District, Chaoyang District, Xuanwu District in area one or more.Correspondingly, other secondary dimension chains can be selected its corresponding monitoring dimension instance.
When selecting the dimension chain to be < area → treatment people group → consultation service >; Can select in regional instance Haidian District, Chaoyang District, the Xuanwu District one or more; Among three groups of one group of the treatment people group instance telephonists, two groups of telephonists, telephonist one or more; And in the CRBT of consultation service, GPRS, multimedia message one or more, form a dimension chain with three grades of monitoring.
Below in conjunction with Fig. 3, specify the flow process of step 3
Step 3: create the monitoring page;
Through selecting the defined monitoring dimension of step 2 chain, create dimension chain instance, monitor control index, and dispose corresponding monitor message, form the corresponding monitoring page.Step 3 practical implementation is described below.
Step 3-1: from the dimension chain of having created, choose a dimension chain;
For example, choose three grades of dimension chains < area → treatment people group → consultation service>expression to monitor the handled consultation service of treatment people group under the somewhere.
Step 3-2: in monitoring dimension example list, select monitoring dimension instance, form the dimension chain instance corresponding with the dimension chain of being chosen;
For example; To three grades of dimension chains < area → treatment people group → consultation service >; If in the monitoring dimension instance in monitoring dimension area, select the Haidian District; In the monitoring dimension instance of monitoring dimension treatment people, select one group of telephonist, two groups of telephonists, in the monitoring dimension instance of monitoring dimension consultation service, select CRBT, then for three grades of dimension chains < area → treatment people group → consultation service >; Can form one group of three grades of dimension chain, i.e. < one group → CRBT of Haidian District → telephonist >, < two groups → CRBT of Haidian District → telephonist >; If continuation said process; For example in the monitoring dimension instance in monitoring dimension area, select the Chaoyang District; In the monitoring dimension instance of monitoring dimension treatment people group, select one group of telephonist; In the monitoring dimension instance of monitoring dimension consultation service, select CRBT, then our got back a dimension chain instance, i.e. < one group → CRBT of Chaoyang District → telephonist >.
That is to say that to any given dimension chain, we can produce one group of dimension chain instance through the monitoring dimension in this dimension chain is carried out instantiation.In conjunction with the monitor message model, each bar dimension chain instance then corresponding a data set.For example; As far as < one group → CRBT of Haidian District → telephonist >; The embodiment of integrating step 1, above-mentioned dimension chain instance corresponding a data set among table Sys [2] Table, be a data set of condition promptly by " area of source=Haidian District Sys [2] _ Attr [2; 9] _ one group of Sys of treatment people group=telephonist [1] _ Attr [1,2] _ consultation service=CRBT ".
Step 3-3:, a monitor control index and computing method thereof are set to any dimension chain instance;
We explain in step 3-2, dimension chain instance corresponding in fact a data set.The monitor control index of creating a dimension chain instance is exactly a statistic of creating on this data set, is the reflection to this certain aspect of data set.
For example, as far as < one group → CRBT of Haidian District → telephonist >, the embodiment of integrating step 1 can create following monitor control index, and provides their computing method:
(1) consulting total amount: it has been portrayed by " area of source=Haidian District & Sys [2] _ Attr [2,9] _ one group of & Sys of treatment people group=telephonist [1] _ Attr [1, the 2] _ consultation service=CRBT " sum for the record of the data centralization of condition generation.Its computing method are: consulting total amount=Count (" area of source=Haidian District & Sys [2] _ Attr [2,9] _ one group of & Sys of treatment people group=telephonist [1] _ Attr [1,2] _ consultation service=CRBT ").
(2) average treatment amount: the client that it has portrayed the average treatment of each treatment people among one group of the telephonist of Haidian District on the same day seeks advice from number.Its computing method are: average treatment amount=Count (" area of source=Haidian District & Sys [2] _ Attr [2,9] _ one group of & Sys of treatment people group=telephonist [1] _ Attr [1,2] _ consultation service=CRBT ")/Count (one group of the telephonist of Haidian District).
(3) 30 seconds response rates: it has portrayed one group of statistic in the speed of handling client's consulting of telephonist of Haidian District on the same day, and the expression client can receive the ratio that consulting is replied in 30 seconds.Its computing method are: 30 seconds response rate=Count (" area of source=Haidian District & Sys [2] _ Attr [2; 9] _ one group of & Sys of treatment people group=telephonist [1] _ Attr [1; 2] _ consultation service=CRBT & Sys [3] _ Attr [3; 2] _ transmitting time-AcceptTime ￡ 30 seconds ")/Count (" area of source=Haidian District & Sys [2] _ Attr [2,9] _ one group of & Sys of treatment people group=telephonist [1] _ Attr [1,2] _ consultation service=CRBT ").
Aforementioned calculation has only been used numeration function (Count), division function (/), in the present invention, and following common mathematical function and the computing method that all can be used as monitor control index by the function that they are composited arbitrarily:
The l arithmetic function :+,-, * ,/, addition, subtraction, multiplication, division represented respectively;
L logarithmic function: log
2(x), ln (x), log
10(x), wherein use log for ease
2(x) and log
10 (x) adopts the form of log2 (x) and log10 (x) when reality is used.Simultaneously we also provide a unified function log (n x), have been used for calculating logarithmic function log in general sense
n(x), wherein n is not equal to 0 and 1 arithmetic number.
L trigonometric function: sin (x), cos (x), tan (x), ctan (x).
L inverse trigonometric function: asin (x), acos (x), atan (x).
L root function: sqrt (x), (n, x), wherein (n, x) expression x opens the n power to nsqrt to nsqrt.
L power function, exponential function: we handle power function (power function), exponential function (exponential function) uniformly, and (x y) representes the y power of x to adopt power.
(x, y), (x y), returns the very big and minimal value of x and y respectively to min to l extremal function: max.
Step 3-4: display mode, sampling period that dimension chain instance is set;
The display mode of said dimension chain instance is divided into histogram, cake chart, curve map, form.
In the sampling period of said dimension chain instance (also taking by weighing a kind cycle), the update cycle for the data acquisition of dimension chain instance defined, be designated as UPDATETIME (referring to table 1).For example, the sampling period is 5 minutes, and then per 5 minutes of the data acquisition of dimension chain instance defined upgrades once, will recomputate about the relevant monitor control index of this data set thereupon.
Step 3-5: create a monitoring page from a plurality of dimension chain instances, the refresh cycle of this page is set;
Concrete realization substep is following:
Step 3-5-1: a plurality of dimension chain instances divide into groups;
To a plurality of dimension chain instances, whether identical according to their dimension chain, be divided into some groups.
The grouping of said a plurality of dimension chain instances; In order to guarantee to monitor page unanimity attractive in appearance, the present invention requires every group of dimension chain instance in
to have identical display mode, sampling period, monitor control index.Sampling period to the dimension chain instance in the different grouping requires consistent.
Be without loss of generality, suppose that said dimension chain instance is divided into the k group, is designated as following:
…
…
Wherein,
in every group
is a dimension chain instance, and all the dimension chain instances in
are all from same dimension chain.At this moment, the INDEXNUMBER in the table 1 is exactly k.
Embodiment
Below be two groups of dimension chain instances:
Step 3-5-2:, create the son monitoring page (pane) of a correspondence to every group of dimension chain instance
;
Because all the dimension chain instances during the present invention requires
have identical monitor control index, display mode, sampling period, so we also claim these two parameters are called monitor control index, display mode, the sampling period of the son monitoring page of being created;
The said son monitoring page according to its display mode, is provided with its X-coordinate, Y-coordinate title, perhaps the field title of form.
Embodiment
Below be two groups of dimension chain instances:
Suppose; The display mode of
is a histogram; Monitor control index is the consulting total amount, and the sampling period is 600 seconds; The display mode of
is a form; Monitor control index is average treatment amount (according to requirement of the present invention, the sampling period of
also is 600 seconds).
Fig. 4 has provided corresponding to the X-coordinate of
, Y-coordinate title, corresponding and XAXISTITLES and YAXISTITLES in table 1.Fig. 5 is corresponding to the title of the table field of
.
Step 3-5-3: create a main monitoring page (master pane is called for short the monitoring page), its refresh cycle is set, its value is unit with the second;
The said refresh cycle refers to how long stop at the monitoring page, just switches to next monitoring page or leaf, is designated as REFRESHTIME (referring to table 1).For example, the refresh cycle is 10 seconds, and the monitoring page of then being created will stop 10 seconds (referring to the explanation of step 4 about monitoring scheme).
Step 3-5-4: the son monitoring page of being created is embedded in the main monitoring page, the title of the main monitoring page is set;
For example, the pairing son monitoring of Fig. 4 and Fig. 5 page is embedded into the main monitoring page after, forms a main monitoring page as shown in Figure 6, the wherein main title of monitoring the page is " Haidian District telephonist's working condition ".The title of the main monitoring page is designated as MASTERPANETITLE (referring to table 1)
Step 4: by monitoring scheme of a plurality of monitoring page creation, and the display order of definite monitoring page;
For example; The monitoring page shown in Figure 6 and monitoring page pool shown in Figure 7 are together; Just formed a monitoring scheme that contains two monitoring pages; Order wherein is that Fig. 6 (i.e. the monitoring page at
and
place) is preceding; Fig. 7 is the next main monitoring page that shows, promptly NEXTMONITORPANE is Fig. 7 (referring to table 1).Certainly, can create a plurality of monitoring pages, and, combine they order according to certain needs according to actual needs.
Step 5: read in supervisory system source code template,, automatically substitute the parameter in the supervisory system source code template, generate the supervisory system source code of specializing according to the information of the monitoring page in the monitoring scheme.
Embodiment
Because the display mode of the monitoring page in the monitoring scheme possibly comprise multiple; Like curve map, histogram, cake chart, form etc.; Below we to histogram on the basis of ZedGraph graphical control and C# language; Provide a supervisory system source code template example, specify step 5 simultaneously.
Fig. 8 is the supervisory system source code template to the histogram display mode that adopts C# language and ZedGraph graphical control to provide, and wherein contains 8 parameters.Table 1 has provided these parameters and explanation thereof.Wherein MONITORPANENAME is the title of the main monitoring page.
Table 1: parameter and explanation thereof in the monitoring pagefile template
| Sequence number | The template parameter name | Explain |
| 1 | MONITORPANENAME | The title of the main monitoring page. |
| 2 | NEXTMONITORPANE | The title of the next |
| 3 | UPDATETIME | In the sampling period of dimension chain instance, unit is second |
| 4 | MASTERPANETITLE | The title of the main monitoring page shows in figure, like " Haidian District telephonist's working condition " |
| 5 | REFRESHTIME | The refresh cycle of the main monitoring page (equaling the refresh cycle of the son monitoring page) |
| 6 | INDEXNUMBER | The group number that dimension chain instance divides into groups. |
| 7 | YAXISTITLES | The title of Y coordinate is the monitor control index title, like " consulting total amount " in the present invention on the son monitoring page. |
| 8 | XAXISTITLES | The title of X coordinate on the son monitoring page is referring to one group of telephonist, two groups of the telephonists among the figure Z. |
Those skilled in the art can also carry out various modifications to above content under the condition that does not break away from the definite the spirit and scope of the present invention of claims.Therefore scope of the present invention is not limited in above explanation, but confirm by the scope of claims.
Claims (8)
1. the multilevel monitor method in the consultative service system is characterized in that, comprising:
Step 1: the abstract model of setting up consultative service system;
Step 2:, create monitoring dimension, monitoring dimension instance, monitoring dimension chain according to the monitor message model of consultative service system;
Step 3: create the monitoring page;
Step 4: by monitoring scheme of a plurality of monitoring page creation, and the display order of definite monitoring page;
Step 5: read in supervisory system source code template,, automatically substitute the parameter in the supervisory system source code template, generate the supervisory system source code of specializing according to the information of the monitoring page in the monitoring scheme.
2. the multilevel monitor method in a kind of consultative service system according to claim 1 is characterized in that, said step 1 may further comprise the steps:
Step 1-1: the monitor message model of setting up consultative service system; The content of this monitor message model is represented with a table, remembers that this table is Query; Every consultation information wherein is called a record, and representative is from client's consultation information, and the field of this table comprises Subscriber Number, reference content, handling time, area of source, source channel;
Step 1-2: the consultation information receiving subsystem model of setting up consultative service system; Be responsible for receiving consultation information from the client; And it is saved in database table QueryTable or the memory table; Every consultation information wherein is called a record, and QueryTable is corresponding with consultation information model Query for table, and promptly field is Subscriber Number, reference content, handling time, area of source, source channel;
Step 1-3: set up the information processing subsystem model Sys [i] of consultative service system model, wherein 1 ￡ i ￡ N, and this N information processing subsystem model is serial structure on flow process, after through i information processing subsystem models treated; The monitor message model becomes: Subscriber Number, reference content, handling time, source place, source channel, Sys [i] _ Attr [i, 1];, Sys [i] _ Attr [i, j];, Sys [i] _ Attr [i, k
i]; That is to say that the monitor message model has increased k after having passed through i information processing subsystem models treated
iIndividual attribute Sys [i] _ Attr [i, 1] ..., Sys [i] _ Attr [i, k
i], wherein j representes j attribute of i system, this k
iIndividual attribute can belong to different ranks separately, thereby makes the consultative service system model can support the consulting service of multilayer level;
The monitor message model after through i sub-systems models treated, is deposited into data processed in corresponding table Sys [i] table.
3. the multilevel monitor method in a kind of consultative service system according to claim 1 is characterized in that, the monitoring dimension in the said step 2 be in the consultative service system the aspect that will monitor; Said monitoring dimension instance is the object lesson of monitoring dimension; Said monitoring dimension chain is called for short the dimension chain, is a linear chain that is made up of the monitoring dimension.
4. the multilevel monitor method in a kind of consultative service system according to claim 3 is characterized in that, in the consultative service system the aspect that will monitor the area of source dimension is arranged, be called for short the area; Source channel dimension is called for short channel; The field dimension, the abbreviation field; Professional dimension is called for short professional; The theme dimension is called for short theme; The summary dimension is called for short summary; Treatment people group dimension is called for short treatment people group or personnel group; The treatment people dimension is called for short treatment people or personnel.
5. the multilevel monitor method in a kind of consultative service system according to claim 1 is characterized in that, said step 3 may further comprise the steps:
Step 3-1: from the dimension chain of having created, choose a dimension chain;
Step 3-2: in monitoring dimension example list, select monitoring dimension instance, form the dimension chain instance corresponding with the dimension chain of being chosen;
Step 3-3:, a monitor control index and computing method thereof are set to any dimension chain instance; Said dimension chain instance, according to its design, corresponding data set; The monitor control index of said dimension chain instance is a statistic on this data set; Said monitor control index computing method are the computing formula that are composited by arithmetic function, logarithmic function, trigonometric function, inverse trigonometric function, root function, power function, exponential function, extremal function;
Step 3-4: display mode, sampling period that dimension chain instance is set; The display mode of said dimension chain instance is divided into histogram, cake chart, curve map, form; The sampling period of said dimension chain instance also takes by weighing a kind cycle, is the update cycle of the data acquisition of dimension chain instance defined;
Step 3-5: create a monitoring page from a plurality of dimension chain instances, the refresh cycle of this page is set.
6. the multilevel monitor method in a kind of consultative service system according to claim 5; It is characterized in that; Sampling period among the said step 3-4 is when being 5 minutes; Then per 5 minutes of the data acquisition of dimension chain instance defined upgrades once, will recomputate about the relevant monitor control index of this data set thereupon.
7. the multilevel monitor method in a kind of consultative service system according to claim 5 is characterized in that, said step 3-5 comprises:
Step 3-5-1: a plurality of dimension chain instances divide into groups;
Step 3-5-2:, create the son monitoring page of a correspondence to every group of dimension chain instance;
Step 3-5-3: create a main monitoring page, its refresh cycle is set, its value is unit with the second;
Step 3-5-4: the son monitoring page of being created is embedded in the main monitoring page, the title of the main monitoring page is set.
8. the multilevel monitor method in a kind of consultative service system according to claim 7; It is characterized in that; Said step 3-5-1 is for being directed against a plurality of dimension chain instances; Whether the dimension chain according to them is identical, is divided into some groups, and the grouping of said a plurality of dimension chain instances requires the dimension chain instance in every group to have identical display mode, sampling period, monitor control index; Sampling period to the dimension chain instance in the different grouping requires consistent.
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Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105592122A (en) * | 2014-11-03 | 2016-05-18 | 中国银联股份有限公司 | Cloud platform monitoring method and cloud platform monitoring system |
| CN109104359A (en) * | 2018-07-30 | 2018-12-28 | 五八有限公司 | message monitoring method, device, equipment and storage medium |
| CN109167830A (en) * | 2018-08-24 | 2019-01-08 | 北京国电智深控制技术有限公司 | A kind of acquisition methods and device of monitoring data |
-
2010
- 2010-12-26 CN CN2010106062145A patent/CN102364502A/en not_active Withdrawn
Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105592122A (en) * | 2014-11-03 | 2016-05-18 | 中国银联股份有限公司 | Cloud platform monitoring method and cloud platform monitoring system |
| CN109104359A (en) * | 2018-07-30 | 2018-12-28 | 五八有限公司 | message monitoring method, device, equipment and storage medium |
| CN109104359B (en) * | 2018-07-30 | 2021-04-06 | 五八有限公司 | Message monitoring method, device, equipment and storage medium |
| CN109167830A (en) * | 2018-08-24 | 2019-01-08 | 北京国电智深控制技术有限公司 | A kind of acquisition methods and device of monitoring data |
| CN109167830B (en) * | 2018-08-24 | 2021-08-10 | 北京国电智深控制技术有限公司 | Method and device for acquiring monitoring data |
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