CN103873707B - Incoming call reason recording method and call center's Operator Position System - Google Patents
Incoming call reason recording method and call center's Operator Position System Download PDFInfo
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- CN103873707B CN103873707B CN201210530075.1A CN201210530075A CN103873707B CN 103873707 B CN103873707 B CN 103873707B CN 201210530075 A CN201210530075 A CN 201210530075A CN 103873707 B CN103873707 B CN 103873707B
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Abstract
The present invention relates to one kind incoming call reason recording method and call center's Operator Position System, method includes：When user calls the service hotline phone of telecom operators, the IVR selections track of call center's Operator Position System record user；After operator's connecting subscribers participating, call center's Operator Position System is according to the interaction record traffic sequence of operation of operator and user；Call center's Operator Position System selects track and the business operation sequence queries incoming call causa relation table of comparisons according to IVR, obtains corresponding incoming call cause information；Call center's Operator Position System forms the incoming call reason list of this call according to incoming call cause information.Call center's Operator Position System of the present invention can avoid the wrong choosing or leakage choosing that operator memoriter causes, and mitigate the retrieval burden and memory burden of operator；Call center's Operator Position System can provide the displaying of incoming call reason list, modification and confirmation so as to operator to reason list of sending a telegram here, so as to accurately preserve the involved incoming call reason of this call.
Description
Technical field
The present invention relates to the communications field, more particularly to a kind of incoming call reason recording method and call center's Operator Position System.
Background technology
Fully under way with telecom operators' all business operation, the product of telecom operators is more and more, and user will
The service quality asked also more and more higher.By taking the customer service hotline of telecom operators as an example, user can dial customer service hotline
Business consultation is carried out with operator or business is complained, then if being accurately positioned for user of incoming call reason can be realized, can be made
Telecom operators can realize the analysis to user behavior, and improve own services quality according to this.
When current operator terminates traffic, Operator Position System can eject one incoming call reason tree, operator according to before with
The content of user mutual on incoming call reason tree, it is necessary to select the incoming call reason of this user by brain memory.In general, this
Kind of incoming call reason tree is very huge, and first nodes are likely to be breached more than 400 individual, and two-level node is likely to be breached six, 700, even if
Using some advanced search techniques, serious retrieval can be also brought to bear to operator.In addition, if client in a traffic
Shen has accused several different traffic issues, it is necessary to operator selects multiple incoming call reasons in huge incoming call reason tree, this
Obviously serious memory can be brought to bear to operator, and then the mistakes and omissions problem of incoming call reason record may be caused, it is difficult to realized
User of incoming call reason is accurately positioned.
The content of the invention
The purpose of the present invention is to propose to one kind incoming call reason recording method and call center's Operator Position System, it is possible to increase traffic
The incoming call reason writing speed and accuracy of member.
To achieve the above object, the invention provides one kind incoming call reason recording method, including：
When user calls the service hotline phone of telecom operators, call center's Operator Position System records the friendship of the user
Mutual formula voice answer-back（Interactive Voice Response, abbreviation IVR）Select track；
After operator connects the user, call center's Operator Position System is according to the operator and the user
The interaction record traffic sequence of operation；
Call center's Operator Position System selects track and the business operation sequence according to the interactive voice response
The inquiry incoming call causa relation table of comparisons, obtains corresponding incoming call cause information；
Call center's Operator Position System forms the incoming call reason list of this call according to the incoming call cause information.
Further, the incoming call of this call is formed according to the incoming call cause information in call center's Operator Position System
After reason list, also include：
The incoming call reason list of this call is shown by call center's Operator Position System on display interface,
When the confirmation for receiving the operator is instructed, the incoming call reason list of this call is preserved.
Further, record has interactive voice response to select track and business behaviour in the incoming call causa relation table of comparisons
Make sequence and distinguish corresponding incoming call reason.
Further, call center's Operator Position System by it is described this call incoming call reason list in display interface
On after the operation that is shown, also include：Call center's Operator Position System receives the incoming call reason of operator's input
Tree query is asked, and the incoming call reason tree is shown on display interface, and receive the operator in the incoming call reason tree
The selection instruction and added instruction for reason of sending a telegram here, the incoming call reason list to this call are modified.
Further, call center's Operator Position System by it is described this call incoming call reason list in display interface
On after the operation that is shown, also include：Call center's Operator Position System receives the crucial type matrix of operator's input
Inquiry request is pasted, the incoming call reason result inquired is shown on display interface, and receives the operator is inquired to described
Incoming call reason result in send a telegram here reason selection instruction and added instruction, to it is described this call incoming call reason list enter
Row modification.
Further, call center's Operator Position System by it is described this call incoming call reason list in display interface
On after the operation that is shown, also include：Call center's Operator Position System receives the operator to this described call
Incoming call reason list in incoming call reason deletion instruction, to it is described this call incoming call reason list modify.
To achieve the above object, the invention provides a kind of call center's Operator Position System, including：
IVR track record modules, for user call telecom operators service hotline phone when, record the user
Interactive voice response selection track；
Sequence of operation logging modle, for after operator connects the user, according to the operator and the user
The interaction record traffic sequence of operation；
Table of comparisons enquiry module, for selecting track and the business operation sequence to look into according to the interactive voice response
The incoming call causa relation table of comparisons is ask, corresponding incoming call cause information is obtained；
Reason list forms module, the incoming call reason list for forming this call according to the incoming call cause information.
Further, also include：
Reason list display module, for the incoming call reason list of this call to be carried out into exhibition on display interface
Show；
Reason list preserving module, during for being instructed in the confirmation for receiving the operator, preserves this described call
Incoming call reason list.
Further, record has interactive voice response to select track and business behaviour in the incoming call causa relation table of comparisons
Make sequence and distinguish corresponding incoming call reason.
Further, also include：
Reason tree query module, the incoming call reason tree query request for receiving operator's input, in display interface
The upper display incoming call reason tree；
First reason adds module, refers to for receiving selection of the operator to incoming call reason in the incoming call reason tree
Order and added instruction, the incoming call reason list to this call are modified.
Further, also include：
Keyword query module, the keyword fuzzy query request for receiving operator's input, in display interface
It is upper to show the incoming call reason result inquired；
Second reason adds module, former to being sent a telegram here in the incoming call reason result inquired for receiving the operator
The selection instruction and added instruction of cause, the incoming call reason list to this call are modified.
Further, also include：Reason removing module, it is former to the incoming call of this call for receiving the operator
Because the deletion of the incoming call reason in list is instructed, the incoming call reason list to this call is modified.
Based on above-mentioned technical proposal, the IVR selections track for the user that call center's Operator Position System of the invention passes through record
Corresponding incoming call cause information is inquired about with business operation sequence, and forms incoming call reason list, so as to facilitate operator to coming
The record of electric reason, it is to avoid wrong choosing or leakage choosing that operator memoriter causes, mitigates the retrieval burden and memory burden of operator；
Call center's Operator Position System can provide incoming call reason list displaying, so as to operator to send a telegram here reason list modification and really
Recognize, so as to accurately preserve the involved incoming call reason of this call.
Brief description of the drawings
Accompanying drawing described herein is used for providing a further understanding of the present invention, constitutes the part of the application, this hair
Bright schematic description and description is used to explain the present invention, does not constitute inappropriate limitation of the present invention.In the accompanying drawings：
Fig. 1 is the schematic flow sheet of an embodiment of present invention incoming call reason recording method.
Fig. 2 is the schematic flow sheet of another embodiment of present invention incoming call reason recording method.
Fig. 3 is the structural representation of an embodiment of call center's Operator Position System of the present invention.
Fig. 4 is the structural representation of another embodiment of call center's Operator Position System of the present invention.
Fig. 5 is the structural representation of the another embodiment of call center's Operator Position System of the present invention.
Embodiment
Below by drawings and Examples, technical scheme is described in further detail.
As shown in figure 1, the schematic flow sheet of the embodiment for present invention incoming call reason recording method.In the present embodiment
In, incoming call reason recording method includes：
Step 101, user call telecom operators service hotline phone when, call center's Operator Position System record user
IVR selection track；
Step 102, after operator's connecting subscribers participating, call center's Operator Position System is according to the interaction of operator and user
The record traffic sequence of operation；
Step 103, call center's Operator Position System select track and business operation sequence queries incoming call causa relation according to IVR
The table of comparisons, obtains corresponding incoming call cause information；
Step 104, call center's Operator Position System form the incoming call reason list of this call according to incoming call cause information.
In the present embodiment, user can progressively select to inquire about hope according to the instruction given by service hotline phone
The business of solution is reported situations, in this process, and the push button signalling that user inputs on communication terminals can be sent to access
Platform, can obtain corresponding IVR by these push button signallings and select track, for example：Business handling → mobile service → xx sets
Eat → install cell phone additional.
After operator's connecting subscribers participating, user can directly carry out operational communication with operator, pass through in this ditch
Cheng Zhong, operator can provide the user with answer according to the demand of user, and this process will be according to operator and user
Interactive operation process produce a business operation sequence, for example：Complain report barrier → 3G mobile phone value-added services → mobile phone video display
Expense is complained.
Call center's Operator Position System, can be by the side tabled look-up after it have recorded IVR selection tracks and business operation sequence
Formula determines this incoming call cause information for being related to of call, and table lookup operation locally preserved by call center's Operator Position System
The incoming call causa relation table of comparisons has a plurality of IVR selection tracks and business operation come what is realized in the incoming call causa relation table of comparisons
The record of the corresponding incoming call reason of sequence difference.Pass through the process of tabling look-up, it may be determined that what at least one this call was related to comes
Electric reason, the incoming call that such call center's Operator Position System can just form this call according to the incoming call cause information inquired is former
Because of list.
In this process, call center's Operator Position System by incoming call cause information very related IVR select track and
Business operation sequence is preserved, compared to operator only according to memory come recording incoming reason mode is then more convenient and standard
Really, and wrong choosing or leakage choosing that operator memoriter causes are avoided, alleviates the retrieval burden and memory burden of operator.
As shown in Fig. 2 the schematic flow sheet of another embodiment for present invention incoming call reason recording method.Implement with upper one
Example is compared, and the present embodiment after step 104, can also include step 105 and step 107, wherein step 105 is call center
The incoming call reason list of this call is shown by Operator Position System on display interface；Step 107 is receiving
When stating the confirmation instruction of operator, the incoming call reason list of this call is preserved.
The incoming call reason list recorded in view of system may be not fully accurate, it is understood that there may be because user error selection is made
Into the odd case of incoming call reason list, or because operator service skillfully and is directly replied and lacks corresponding business behaviour
Reason list of making etc. to cause to send a telegram here lacks situation, is now accomplished by carrying out manual setting and confirmation by operator, to ensure to come
Electric reason it is accurate and effective, then operator can according to the incoming call reason of confirmation carry out traffic brief summary.
In the present embodiment, call center's Operator Position System can provide the display of this incoming call reason list conversed of display
Interface, and modification instruction can be received and instruction is confirmed.
In other several embodiments, after step 105, step 106a, step 106b and/or step can also be included
106c, wherein step 106a are the incoming call reason tree query request that call center's Operator Position System receives operator's input,
The incoming call reason tree is shown on display interface, and receives selection of the operator to reason of being sent a telegram here in the incoming call reason tree
Instruction and added instruction, the incoming call reason list to this call are modified.
Step 106b is the keyword fuzzy query request that call center's Operator Position System receives operator's input, aobvious
Show the incoming call reason result for showing and inquiring on interface, and receive the operator in the incoming call reason result inquired
The selection instruction and added instruction for reason of sending a telegram here, the incoming call reason list to this call are modified.Here pass
Key type matrix paste inquiry mode can with key word of the inquiry, can also key word of the inquiry phonetic alphabet etc..
Step 106c is that call center's Operator Position System receives incoming call reason list of the operator to this call
In incoming call reason deletion instruction, to it is described this call incoming call reason list modify.
Above-mentioned steps 106a, 106b and 106c give the modification mode of several incoming call reason lists, can be greatly
Modification of the operator to reason list of sending a telegram here is facilitated to operate.
One of ordinary skill in the art will appreciate that：Realizing all or part of step of above method embodiment can pass through
Programmed instruction related hardware is completed, and foregoing program can be stored in a computer read/write memory medium, the program
Upon execution, the step of including above method embodiment is performed；And foregoing storage medium includes：ROM, RAM, magnetic disc or light
Disk etc. is various can be with the medium of store program codes.
As shown in figure 3, the structural representation of the embodiment for call center's Operator Position System of the present invention.In the present embodiment
In, call center's Operator Position System includes：IVR track records module 1, sequence of operation logging modle 2, the and of table of comparisons enquiry module 3
Reason list forms module 4.
IVR track records module 1 is responsible for, when user calls the service hotline phone of telecom operators, recording the user
IVR selection track.Sequence of operation logging modle 2 is responsible for after operator connects the user, according to the operator and institute
State the interaction record traffic sequence of operation of user.Table of comparisons enquiry module 3 is responsible for selecting track and the business according to IVR
The sequence of operation inquiry incoming call causa relation table of comparisons, obtains corresponding incoming call cause information.Can in the incoming call causa relation table of comparisons
Track and business operation sequence is selected to distinguish corresponding incoming call reason with recording interactive voice answer-back.Reason list forms module
4 are responsible for being formed the incoming call reason list of this call according to the incoming call cause information.
As shown in figure 4, the structural representation of another embodiment for call center's Operator Position System of the present invention.Implement with upper one
Example is compared, and call center's Operator Position System of the present embodiment can also include：Reason list display module 5 and reason list preserve mould
Block 6.Wherein, reason list display module 5 is responsible for the incoming call reason list of this call carrying out exhibition on display interface
Show.Reason list preserving module 6 is responsible for, when the confirmation for receiving the operator is instructed, preserving the incoming call of this call
Reason list.
As shown in figure 5, the structural representation of the another embodiment for call center's Operator Position System of the present invention.Implement with upper one
Example is compared, and call center's Operator Position System of the present embodiment can also include：Reason tree query module 7 and the first reason add module
8, the reason of keyword query module 9 and second adds module 10, and/or reason removing module 11.
Reason tree query module 7 is responsible for receiving the incoming call reason tree query request of operator's input, in display interface
The upper display incoming call reason tree.First reason adds module 8 and is responsible for receiving the operator to the incoming call reason tree
The selection instruction and added instruction of electric reason, the incoming call reason list to this call are modified.
Keyword query module 9 is responsible for receiving the keyword fuzzy query request of operator's input, in display interface
It is upper to show the incoming call reason result inquired.Second reason, which adds module 10, to be responsible for receiving the operator and is inquired to described
The selection instruction and added instruction for reason of being sent a telegram here in reason result of sending a telegram here, the incoming call reason list to this call are carried out
Modification.
Reason removing module 11 is responsible for receiving the operator to the incoming call in the incoming call reason list of this call
The deletion instruction of reason, the incoming call reason list to this call is modified.
Pass through the incoming call reason recording method described above and several embodiments of call center's Operator Position System, it can be seen that
The present invention to record IVR automatically using call center's Operator Position System and selects track and business operation sequence, and inquires according to this pair
The incoming call cause information answered, forms the incoming call reason list of this call, can also be shown to operator, be carried out by operator
Modification and confirmation, to form the incoming call reason list records of this call in system, and operator carries out traffic brief summary,
Operator is avoided to only rely on incorrect posting or the error of omission that memory style occurs, the arrangement speed and incoming call analysis for improving traffic brief summary are accurate
Degree, and then save traffic human cost.
Finally it should be noted that:The above embodiments are merely illustrative of the technical solutions of the present invention rather than its limitations；To the greatest extent
The present invention is described in detail with reference to preferred embodiment for pipe, and those of ordinary skill in the art should be understood：Still
The embodiment of the present invention can be modified or equivalent is carried out to some technical characteristics；Without departing from this hair
The spirit of bright technical scheme, it all should cover among claimed technical scheme scope of the invention.
Claims (12)
1. one kind incoming call reason recording method, including：
When user calls the service hotline phone of telecom operators, call center's Operator Position System records the interactive mode of the user
Voice answer-back selects track；
After operator connects the user, call center's Operator Position System is according to the interaction of the operator and the user
Process record business operation sequence；
Call center's Operator Position System selects track and the business operation sequence queries according to the interactive voice response
The incoming call causa relation table of comparisons, obtains corresponding incoming call cause information；
Call center's Operator Position System forms the incoming call reason list of this call according to the incoming call cause information.
2. incoming call reason recording method according to claim 1, wherein in call center's Operator Position System according to described
Incoming call cause information is formed after the incoming call reason list of this call, is also included：
The incoming call reason list of this call is shown by call center's Operator Position System on display interface, is being connect
When receiving the confirmation instruction of the operator, the incoming call reason list of this call is preserved.
3. incoming call reason recording method according to claim 1, wherein being recorded in the incoming call causa relation table of comparisons has
Interactive voice response selects track and business operation sequence to distinguish corresponding incoming call reason.
4. incoming call reason recording method according to claim 2, wherein in call center's Operator Position System by described
After the operation that the incoming call reason list of secondary call is shown on display interface, also include：Call center's seat system
System receives the incoming call reason tree query request of operator's input, the incoming call reason tree is shown on display interface, and connect
Selection instruction and added instruction of the operator to reason of being sent a telegram here in the incoming call reason tree are received, to this call
Incoming call reason list is modified.
5. incoming call reason recording method according to claim 2, wherein in call center's Operator Position System by described
After the operation that the incoming call reason list of secondary call is shown on display interface, also include：Call center's seat system
System receives the keyword fuzzy query request of operator's input, and the incoming call reason knot inquired is shown on display interface
Really, and receive the operator in the incoming call reason result inquired send a telegram here reason selection instruction and addition refer to
Order, the incoming call reason list to this call is modified.
6. incoming call reason recording method according to claim 2, wherein in call center's Operator Position System by described
After the operation that the incoming call reason list of secondary call is shown on display interface, also include：Call center's seat system
System receives the deletion instruction of the operator to the incoming call reason in the incoming call reason list of this call, to it is described this
The incoming call reason list of call is modified.
7. a kind of call center's Operator Position System, including：
IVR track record modules, for user call telecom operators service hotline phone when, record the friendship of the user
Mutual formula voice answer-back selection track；
Sequence of operation logging modle, for after operator connects the user, according to the friendship of the operator and the user
Mutual process record business operation sequence；
Table of comparisons enquiry module, for according to the interactive voice response select track and the business operation sequence queries come
The electric causa relation table of comparisons, obtains corresponding incoming call cause information；
Reason list forms module, the incoming call reason list for forming this call according to the incoming call cause information.
8. call center's Operator Position System according to claim 7, wherein also including：
Reason list display module, for the incoming call reason list of this call to be shown on display interface；
Reason list preserving module, during for being instructed in the confirmation for receiving the operator, preserves coming for this call
Electric reason list.
9. call center's Operator Position System according to claim 7, wherein being recorded in the incoming call causa relation table of comparisons has
Interactive voice response selects track and business operation sequence to distinguish corresponding incoming call reason.
10. call center's Operator Position System according to claim 8, wherein also including：
Reason tree query module, the incoming call reason tree query request for receiving operator's input, shows on display interface
Show the incoming call reason tree；
First reason add module, for receive the operator to it is described incoming call reason tree in send a telegram here reason selection instruction with
And added instruction, this described incoming call reason list conversed is modified.
11. call center's Operator Position System according to claim 8, wherein also including：
Keyword query module, the keyword fuzzy query request for receiving operator's input, shows on display interface
Show the incoming call reason result inquired；
Second reason adds module, for receiving the operator to reason of being sent a telegram here in the incoming call reason result inquired
Selection instruction and added instruction, the incoming call reason list to this call are modified.
12. call center's Operator Position System according to claim 8, wherein also including：
Reason removing module, for receiving the operator to the incoming call reason in the incoming call reason list of this call
Instruction is deleted, the incoming call reason list to this call is modified.
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| CN110536031B (en) * | 2019-08-30 | 2021-06-08 | 上海浦东发展银行股份有限公司信用卡中心 | Association and integration method of telephone traffic data |
| CN114205461A (en) * | 2020-09-18 | 2022-03-18 | 北京有限元科技有限公司 | Method, apparatus and medium for determining access procedure record in interactive voice response |
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| CN102739881A (en) * | 2011-04-01 | 2012-10-17 | 中兴通讯股份有限公司 | Method for carrying out summarizing after conversation and apparatus thereof |
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| US20040006473A1 (en) * | 2002-07-02 | 2004-01-08 | Sbc Technology Resources, Inc. | Method and system for automated categorization of statements |
| CN101499277B (en) * | 2008-07-25 | 2011-05-04 | 中国科学院计算技术研究所 | Service intelligent navigation method and system |
| CN102694895B (en) * | 2011-03-23 | 2015-10-28 | 中兴通讯股份有限公司 | The decision method of incoming call reason and device |
| CN102546987A (en) * | 2012-01-12 | 2012-07-04 | 江苏电力信息技术有限公司 | Method for realizing rapid identification of electricity customer information |
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| CN101119416A (en) * | 2006-08-03 | 2008-02-06 | 华为技术有限公司 | Device and method of value-added service network and real-time analysis flow track |
| CN102739881A (en) * | 2011-04-01 | 2012-10-17 | 中兴通讯股份有限公司 | Method for carrying out summarizing after conversation and apparatus thereof |
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