CN105099859B - A kind of report is answerred questions method and system - Google Patents
A kind of report is answerred questions method and system Download PDFInfo
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- CN105099859B CN105099859B CN201410209873.3A CN201410209873A CN105099859B CN 105099859 B CN105099859 B CN 105099859B CN 201410209873 A CN201410209873 A CN 201410209873A CN 105099859 B CN105099859 B CN 105099859B
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Abstract
The present invention provides a kind of report and answers questions method and system.Wherein, the report method of answering questions includes: to monitor the module of answering questions on the Report Operations interface when user accesses report, and obtain the problem to be solved that the user is submitted to the module of answering questions；Start an instant messaging service between the first user terminal used for the user and the second user end used for the personnel of answering questions；It is serviced by the instant messaging, sends the second user end for the problem to be solved；When getting the knowledge of personnel's submission of answering questions solved the problems, such as at the second user end, is serviced by the instant messaging, the knowledge solved the problems, such as is returned into first user terminal.The solution of the present invention answerred questions by instant message the user for improving problem response speed, and then reducing with answer questions personnel communication cost and the time.
Description
Technical field
The present invention relates to the communications field, especially a kind of report is answerred questions method and system.
Background technique
Report is the basic measures and approach of business administration, is the basic service requirement of enterprise, and implements BI
The basis of (Business Intelligence, business intelligence) strategy.Report can help accessed enterprise, format data, and
Data information is presented to user in reliable and safe mode.The method of answering questions of current report is that quizmaster passes through message
Problem is sent to customer service by mode.During answering questions, quizmaster is often not clear detailed enough to the description of problem, leads to not
Satisfied answer is obtained at the first time.Therefore current report method is inefficient, it is difficult to make user satisfied.
Summary of the invention
Answer questions method and system the technical problem to be solved in the present invention is to provide a kind of report, can more lightweight with
Instant messaging is established between family end and server-side, to conveniently answer questions.
It answers questions method in order to solve the above technical problems, the embodiment of the present invention provides a kind of report, comprising:
When user accesses report, the module of answering questions on the Report Operations interface is monitored, and obtains the user and submits
To the problem to be solved of the module of answering questions；
Start one between the first user terminal used for the user and the second user end used for the personnel of answering questions i.e.
When communication service；
It is serviced by the instant messaging, sends the second user end for the problem to be solved；
When getting the knowledge of personnel's submission of answering questions solved the problems, such as at the second user end, pass through the Instant Messenger
The knowledge solved the problems, such as is returned to first user terminal by telecommunications services.
Wherein, the report is answerred questions method further include:
Obtain the state at the second user end；
If second user end described in the state instruction got is offline, the problem to be solved is sent in a manner of leaving a message
To the second user end.
Wherein, the message mode includes: that short message transmission and/or mail are sent.
Wherein, the operation interface of the report and the operation interface at second user end are arranged includes on webpage, and
ActiveX plug-in unit；The report is answerred questions method further include:
When user carries out screenshot by the ActiveX plug-in unit of first user terminal, by corresponding section of the ActiveX plug-in unit
It takes the Base64 of Area generation to encode and is sent to second user end, so that the second user end saves the Base64 coding；
Wherein, when the chained address of the screenshot is sent to described by the instant messaging service by the first user terminal
After two user terminals, the second user end can determine that the Base64 being saved in is encoded according to the chained address,
And the screenshot is rendered according to Base64 coding.
Wherein, the report is answerred questions method further include:
It saves by the knowledge solved the problems, such as personnel's submission of answering questions, the knowledge solved the problems, such as is for providing knowledge
Shared service；
When monitoring the knowledge solved the problems, such as and being triggered, the first user terminal of Xiang Suoshu provides the access solution and asks
The shared service of the knowledge of topic.
In addition, the embodiment of the present invention also provides a kind of report answering system, comprising:
First obtains module, for monitoring the module of answering questions in the operation interface of the report when user accesses report,
And obtain the problem to be solved that the user is submitted to the module of answering questions；
Instant messaging module, for making after the acquisition module gets the problem to be solved for the user
Start an instant messaging service between first user terminal and the second user end used for the personnel of answering questions；
The instant messaging module is also used to service by the instant messaging, sends the problem to be solved to described
Second user end enables second user end to receive and shows the problem to be solved to the personnel of answering questions；And pass through
The knowledge of personnel's submission of answering questions solved the problems, such as is returned to first user terminal by the instant messaging service.
Wherein, the report answering system further include:
Second obtains module, for obtaining the state at the second user end；
Module of leaving a message will be described in a manner of leaving a message if second user end described in state instruction for getting is offline
Problem to be solved is sent to the second user end.
Wherein, the message mode includes: that short message transmission and/or mail are sent.
Wherein, the operation interface of the report and the operation interface at second user end are arranged includes on webpage, and
ActiveX plug-in unit；The instant messaging module is also used to:
When user carries out screenshot by the ActiveX plug-in unit of first user terminal, by corresponding section of the ActiveX plug-in unit
It takes the Base64 of Area generation to encode and is sent to second user end, so that the second user end saves the Base64 coding；
Wherein, when the chained address of the screenshot is sent to described by the instant messaging module by the first user terminal
After two user terminals, the second user end can determine that the Base64 being saved in is encoded according to the chained address,
And the screenshot is rendered according to Base64 coding.
Wherein, the report answering system further include:
Memory module, for save by answer questions personnel submission the knowledge solved the problems, such as, it is described solve the problems, such as know
Know for providing knowledge sharing service；
Knowledge sharing module, for when monitoring the knowledge solved the problems, such as and being triggered, the first user terminal of Xiang Suoshu
The shared service for accessing the knowledge solved the problems, such as is provided.
The advantageous effects of the above technical solutions of the present invention are as follows:
The solution of the present invention is answerred questions by instant message improves problem response speed, to compensate for the existing side of answering questions
Problem describes inadequate clear and definite in formula, needs the problem of constantly being confirmed by way of message.And then the use reduced
Communication cost and time of the family with the personnel that answer questions.
Detailed description of the invention
Fig. 1 is that report of the invention is answerred questions the step schematic diagram of method；
Fig. 2 is that report of the invention is answerred questions the implementation diagram of method；
Fig. 3 is the structural schematic diagram of report answering system of the invention.
Specific embodiment
The present invention answers questions the too low problem of method efficiency for existing report, provides a kind of applied to answering system
Report is answerred questions method and system.
Wherein, as shown in Figure 1, the report method of answering questions includes:
Step 1, when user accesses report, the module of answering questions on the Report Operations interface is monitored, and obtain the use
Family is submitted to the problem to be solved of the module of answering questions；
Step 2, it is opened between the first user terminal used for the user and the second user end used for the personnel of answering questions
A dynamic instant messaging service；
Step 3, it is serviced by the instant messaging, sends the second user end for the problem to be solved；
Step 4, when getting the knowledge of personnel's submission of answering questions solved the problems, such as at the second user end, by described
The knowledge solved the problems, such as is returned to first user terminal by instant messaging service.
The method of the present embodiment is answerred questions by instant message improves problem response speed, to compensate for existing answer questions
Problem describes inadequate clear and definite in mode, needs the problem of constantly being confirmed by way of message.And then reduce
Communication cost and time of the user with the personnel that answer questions.
Further, preferably, method of the invention also provides the method that another informing answers questions personnel, with
The request of answering questions of user can be received by ensuring the personnel of answering questions, i.e., the described report is answerred questions method further include:
Step 5, the state at the second user end is obtained；
Step 6, it if second user end described in the state instruction got is offline, to be solved is asked in a manner of message by described
Topic is sent to the second user end.Wherein, the message mode includes: that short message transmission and/or mail are sent.
In addition, in order to make answering system more lightweight, the operation interface of the report and the operation at second user end
Interface is arranged on webpage, and includes ActiveX plug-in unit；The report is answerred questions method further include:
When user carries out screenshot by the ActiveX plug-in unit of first user terminal, by corresponding section of the ActiveX plug-in unit
It takes the Base64 of Area generation to encode and is sent to second user end, so that the second user end saves the Base64 coding；
Wherein, when the chained address of the screenshot is sent to described by the instant messaging service by the first user terminal
After two user terminals, the second user end can determine that the Base64 being saved in is encoded according to the chained address,
And the screenshot is rendered according to Base64 coding.
In the implementation of the above method, instant messaging service can be provided by an instant messaging component in webpage,
User and the personnel of answering questions can directly be answerred questions by the instant messaging component, and realize picture in net using ActiveX plug-in unit
Transmission, display in page, make to answer questions more direct, more convenient.
Certainly, it to avoid the same problem that from may repeatedly being putd question to, causes the personnel of answering questions to be too tired to deal with, leads to whole effect
Rate is low.For this purpose, preferably, the personnel of answering questions can arrange problem solving knowledge, share.The i.e. described report is answered
The method of doubting further include:
Step 7, it saves by the knowledge solved the problems, such as personnel's submission of answering questions, the knowledge solved the problems, such as is for mentioning
For knowledge sharing service；Step 8, when monitoring the knowledge solved the problems, such as and being triggered, the first user terminal of Xiang Suoshu is provided
Access the shared service of the knowledge solved the problems, such as.
Below to above-mentioned report answer questions method application be introduced:
In the present embodiment, illustratively, user and the personnel that answer questions complete to put question to and answered by an answering system
Journey.Wherein, answering system includes the first user terminal for users to use and the second user end used for the personnel of answering questions.First uses
The operation interface at family end and second user end is arranged on webpage, and is provided in the operation pages of the first user terminal to answering
The report interface that doubtful personnel submit a question, and the data access interface of the answer information of inquiry FAQs, Yong Huke are provided
Problem report is filled in by report interface, the answer content of the self-service acquisition problem of data access interface can also be passed through.In addition, the
Communication component for carrying out instant messaging is additionally provided in the operation pages at one user terminal and second user end and for passing
The ActiveX plug-in unit of defeated picture.Illustratively, communication component can be shown in the first user in the form of window or function button
In the operation pages at end and second user end.
When being answerred questions, the step of execution as indicated with 2:
S1: user (quizmaster) fills in problem on report interface, and submits；
S2: answering system opens instant messaging component, and the link address of problem report is handed on local page
Instant messaging component；
S3: answering system is given by the chained address that the instant messaging component push of the first user terminal carries problematic report
Answer questions personnel；Specifically, after being sent completely, it, can be in the behaviour at the corresponding second user end of the personnel of answering questions if the personnel that answer questions are online
Make display reminding message on the page, such as the page can show the message number that do not read currently；In addition, if the personnel that answer questions are not online,
Answering system then can contact the personnel that answer questions by mail and/or short message mode；
S4 and S5: after the personnel of answering questions see the people of unread information shown on the page, instant messaging component is opened, obtains problem report
Table content, and answerred questions immediately by instant messaging component with user；Such as the orientation problems such as cooperation user's screenshot description, most
Reasonable answer is provided eventually；Wherein, it has built up in instant messaging service, it, can be the if user continues upload problem report
The chained address of problem report is directly displayed or opened on the dialog box of two user terminals；
S6: the personnel that answer questions arrange problem solving result, and are uploaded to knowledge sharing module；Knowing in knowledge sharing module
Knowledge can provide user and obtain.For example, the interface of an access knowledge sharing module can be provided on the interface of report.
Wherein, include: using the step of instant messaging module transmission screenshot in webpage
B1: user carries out screenshot by the ActiveX plug-in unit of its webpage, and ActiveX plug-in unit intercepts screen selected areas
Character string for the character string of Base64 coding, Base64 coding is the text information of screenshot；
B2: after ActiveX plug-in unit is generated Base64 coding, the character string that answering system automatically encodes the Base64 is sent out
It is sent to the second user end for the personnel of answering questions, and replicates the screenshot<img>link；
B3: the character string that second user end is got is saved in the database for side of answering questions by answering system；
B4: user pastes on the dialog box on its instant messaging component to have replicated out<img>link, and be sent to
Second user end；
B5: it is received at second user end<img>after link, answering system passes through this<img>link is found in database
The Base64 of preservation is encoded, and renders screenshot on the dialog box at second user end according to Base64 coding.
Pass through the description of S1-S6, it is seen that the present invention is answerred questions by instant message improves problem response speed, compensates for existing
Some problems in mode of answering questions describe inadequate clear and definite, need the problem to be confirmed such as constantly.In addition, by settled problem
It achieves so that knowledge is shared, greatly promotes efficiency of answering questions in the future.And during being answerred questions, support problem
Screenshot is sent, and helps quick positioning question.In addition, user and the personnel of answering questions directly can carry out instant messaging by webpage, therefore
Entire method is easy to use with respect to lightweight.
It is corresponding with report method of answering questions, as shown in figure 3, report answering system of the invention includes:
First obtains module, for monitoring the module of answering questions in the operation interface of the report when user accesses report,
And obtain the problem to be solved that the user is submitted to the module of answering questions；
Instant messaging module, for making after the acquisition module gets the problem to be solved for the user
Start an instant messaging service between first user terminal and the second user end used for the personnel of answering questions；
The instant messaging module is also used to service by the instant messaging, sends the problem to be solved to described
Second user end enables second user end to receive and shows the problem to be solved to the personnel of answering questions；And pass through
The knowledge of personnel's submission of answering questions solved the problems, such as is returned to first user terminal by the instant messaging service.
The system of the present embodiment is answerred questions by instant message improves problem response speed, to compensate for existing answer questions
Problem describes inadequate clear and definite in mode, needs the problem of constantly being confirmed by way of message.And then reduce
Communication cost and time of the user with the personnel that answer questions.
In addition, on the basis of the above embodiments, above-mentioned report answering system further include:
Second obtains module, for obtaining the state at the second user end；
Module of leaving a message will be described in a manner of leaving a message if second user end described in state instruction for getting is offline
Problem to be solved is sent to the second user end.
Wherein, the message mode includes: that short message transmission and/or mail are sent.
In addition, on the basis of the above embodiments, the operation interface of the report and the operation interface at second user end
It is arranged on webpage, and includes ActiveX plug-in unit；The instant messaging module is also used to:
When user carries out screenshot by the ActiveX plug-in unit of first user terminal, by corresponding section of the ActiveX plug-in unit
It takes the Base64 of Area generation to encode and is sent to second user end, so that the second user end saves the Base64 coding；
Wherein, when the chained address of the screenshot is sent to described by the instant messaging module by the first user terminal
After two user terminals, the second user end can determine that the Base64 being saved in is encoded according to the chained address,
And the screenshot is rendered according to Base64 coding.
In addition, preferably, the report answering system further include:
Memory module, for save by answer questions personnel submission the knowledge solved the problems, such as, it is described solve the problems, such as know
Know for providing knowledge sharing service；
Knowledge sharing module, for when monitoring the knowledge solved the problems, such as and being triggered, the first user terminal of Xiang Suoshu
The shared service for accessing the knowledge solved the problems, such as is provided.
In conclusion report answering system of the invention reduces communication cost and the time of user and the personnel that answer questions.It is logical
It crosses instant message and answers questions and improve problem response speed, while settled problem can be achieved so that knowledge is shared,
Greatly promote efficiency.And during being answerred questions, support sends problem screenshot, helps quick positioning question.
Obviously, above-mentioned report answering system and report of the invention method of answering questions are corresponding, the attainable skill of this method institute
Art effect, this system can similarly reach.
The above is a preferred embodiment of the present invention, it is noted that for those skilled in the art
For, without departing from the principles of the present invention, it can also make several improvements and retouch, these improvements and modifications
It should be regarded as protection scope of the present invention.
Claims (8)
- A kind of method 1. report is answerred questions characterized by comprisingWhen user accesses report, the module of answering questions on the Report Operations interface is monitored, and obtain the user and be submitted to institute State the problem to be solved for module of answering questions；Start an Instant Messenger between the first user terminal used for the user and the second user end used for the personnel of answering questions Telecommunications services, the instant messaging service are provided by an instant messaging component in webpage；It is serviced by the instant messaging, sends the second user end for the problem to be solved；When getting the knowledge of personnel's submission of answering questions solved the problems, such as at the second user end, convinced by the Instant Messenger Business, returns to first user terminal for the knowledge solved the problems, such as；The operation interface of the report and the operation interface at second user end are arranged on webpage, and insert including ActiveX Part；The report is answerred questions method further include:When user carries out screenshot by the ActiveX plug-in unit of first user terminal, by the corresponding interception area of the ActiveX plug-in unit The Base64 coding that domain generates is sent to second user end, so that the second user end saves the Base64 coding；Wherein, it is used when the chained address of the screenshot is sent to described second by the instant messaging service by the first user terminal Behind the end of family, the second user end can determine that the Base64 being saved in is encoded according to the chained address, and root The screenshot is rendered according to Base64 coding.
- The method 2. report according to claim 1 is answerred questions, which is characterized in that further include:Obtain the state at the second user end；If second user end described in the state instruction got is offline, the problem to be solved is sent to institute in a manner of message State second user end.
- The method 3. report according to claim 2 is answerred questions, which is characterized in that the message mode include: short message send and/ Or mail is sent.
- The method 4. report according to claim 1 is answerred questions, which is characterized in that further include:It saves by the knowledge solved the problems, such as personnel's submission of answering questions, the knowledge solved the problems, such as is for providing knowledge sharing Service；When monitoring the knowledge solved the problems, such as and being triggered, the first user terminal of Xiang Suoshu provides that access is described to be solved the problems, such as The shared service of knowledge.
- 5. a kind of report answering system characterized by comprisingFirst obtains module, for monitoring the module of answering questions in the operation interface of the report, and obtain when user accesses report The user is taken to be submitted to the problem to be solved of the module of answering questions；Instant messaging module, for after the acquisition module gets the problem to be solved, what is used for the user Start an instant messaging service, the instant messaging service between first user terminal and the second user end used for the personnel of answering questions It is to be provided by an instant messaging component in webpage；The instant messaging module is also used to service by the instant messaging, sends described second for the problem to be solved User terminal enables second user end to receive and shows the problem to be solved to the personnel of answering questions；And by described The knowledge of personnel's submission of answering questions solved the problems, such as is returned to first user terminal by instant messaging service；The operation interface of the report and the operation interface at second user end are arranged on webpage, and insert including ActiveX Part；The instant messaging module is also used to:When user carries out screenshot by the ActiveX plug-in unit of first user terminal, by the corresponding interception area of the ActiveX plug-in unit The Base64 coding that domain generates is sent to second user end, so that the second user end saves the Base64 coding；Wherein, it is used when the chained address of the screenshot is sent to described second by the instant messaging module by the first user terminal Behind the end of family, the second user end can determine that the Base64 being saved in is encoded according to the chained address, and root The screenshot is rendered according to Base64 coding.
- 6. report answering system according to claim 5, which is characterized in that further include:Second obtains module, for obtaining the state at the second user end；It leaves a message module, if second user end described in state instruction for getting is offline, by described wait solve in a manner of leaving a message Certainly problem is sent to the second user end.
- 7. report answering system according to claim 6, which is characterized in that the message mode include: short message send and/ Or mail is sent.
- 8. report answering system according to claim 5, which is characterized in that the report answering system further include:Memory module, for saving by the knowledge solved the problems, such as personnel's submission of answering questions, the knowledge solved the problems, such as is used In offer knowledge sharing service；Knowledge sharing module, for when monitoring the knowledge solved the problems, such as and being triggered, the first user terminal of Xiang Suoshu to be provided Access the shared service of the knowledge solved the problems, such as.
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| CN107276882A (en) * | 2017-06-16 | 2017-10-20 | 康美健康云服务有限公司 | The method and storage medium and system of state of an illness private prosecution list are shown based on instant messaging |
| CN112187614B (en) * | 2019-07-02 | 2022-06-03 | 腾讯科技（深圳）有限公司 | Information interaction method and device |
| CN111836114A (en) * | 2020-07-08 | 2020-10-27 | 北京达佳互联信息技术有限公司 | Video interaction method and device, electronic equipment and storage medium |
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| CN101330432A (en) * | 2007-06-18 | 2008-12-24 | 阿里巴巴集团控股有限公司 | System and method for implementing on-line QA |
| CN101431479A (en) * | 2007-11-08 | 2009-05-13 | 华为技术有限公司 | Method, client and server for implementing question and answer service |
| CN101588311A (en) * | 2008-05-19 | 2009-11-25 | 北京亿企通信息技术有限公司 | Method and system for submitting user questions through online customer service system |
| CN102054042A (en) * | 2010-12-30 | 2011-05-11 | 百度在线网络技术（北京）有限公司 | Service method and site for exchanging knowledge information and question and answer exchange platform |
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| CN101330432A (en) * | 2007-06-18 | 2008-12-24 | 阿里巴巴集团控股有限公司 | System and method for implementing on-line QA |
| CN101431479A (en) * | 2007-11-08 | 2009-05-13 | 华为技术有限公司 | Method, client and server for implementing question and answer service |
| CN101588311A (en) * | 2008-05-19 | 2009-11-25 | 北京亿企通信息技术有限公司 | Method and system for submitting user questions through online customer service system |
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