CN105553717B - Call center and its monitoring system - Google Patents
Call center and its monitoring system Download PDFInfo
- Publication number
- CN105553717B CN105553717B CN201510929156.2A CN201510929156A CN105553717B CN 105553717 B CN105553717 B CN 105553717B CN 201510929156 A CN201510929156 A CN 201510929156A CN 105553717 B CN105553717 B CN 105553717B
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- alarm
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- monitoring
- data
- monitoring system
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Classifications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/06—Management of faults, events, alarms or notifications
- H04L41/0631—Management of faults, events, alarms or notifications using root cause analysis; using analysis of correlation between notifications, alarms or events based on decision criteria, e.g. hierarchy, tree or time analysis
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/06—Management of faults, events, alarms or notifications
- H04L41/069—Management of faults, events, alarms or notifications using logs of notifications; Post-processing of notifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5175—Call or contact centers supervision arrangements
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Computer Networks & Wireless Communication (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Monitoring And Testing Of Exchanges (AREA)
- Telephonic Communication Services (AREA)
Abstract
The invention discloses a kind of call center and its monitoring systems.The monitoring system includes: data acquisition module, for reading the business configuration of configuration management system, and according to the business configuration of reading from the monitoring data of data source acquisition preset kind, and the monitoring data collected is sent to memory module and fault detection module；Alarm regulation module, for generating alarm regulation according to history monitoring data；Fault detection module, for being matched according to the monitoring data received from data acquisition module with the alarm regulation, and according to the monitoring data of successful match carry out fault detection and enable an alarm notification module issue alarm notification, and fault detection be confirmed whether it is faulty after by warning information together with failure judging result write-in memory module storage.Call center and its monitoring system of the invention can be improved monitoring timeliness and accuracy and the accuracy of alarm.
Description
Technical field
The present invention relates to call centers, more particularly, to a kind of call center and its monitoring system.
Background technique
With the continuous expansion of service industry's scale, the complexity of existing call centring system is also increased with it.Present
Call center is usually constructed with the business datum of magnanimity, and has the following characteristics that business datum is more；Traffic profile change is frequent；Industry
The Annual distribution of business amount is very uneven.
Existing monitoring system is inconvenient for the monitoring of the business of these call centers, after business reorganization, monitoring system
System needs to modify data acquisition script and re-starts data acquisition, and adjusts alarm regulation, and adjustment monitoring chart etc. causes to monitor
The problems such as heavy workload updates not in time, and the accuracy of alarm is not high.
Summary of the invention
The technical problem to be solved by the present invention is to supervise to overcome the monitoring system of call center in the prior art to exist
Control is inconvenient, update not in time, the not high enough defect of the accuracy of monitoring alarm, a kind of call center and its monitoring system are provided.
The present invention is to solve above-mentioned technical problem by following technical proposals:
A kind of monitoring system of call center, the call center have the data source for storage service data and are used for
The configuration management system of business configuration is carried out, it is characterized in that, the monitoring system includes:
Data acquisition module, for reading the business configuration of configuration management system, and according to the business configuration of reading from number
According to the monitoring data of source acquisition preset kind, and the monitoring data collected is sent to memory module and fault detection mould
Block；
Alarm regulation module, for generating alarm regulation according to history monitoring data；
Fault detection module, for according to the monitoring data received from data acquisition module and alarm regulation progress
Match, and fault detection is carried out according to the monitoring data of successful match and enables alarm notification module sending alarm notification, and
Fault detection be confirmed whether it is faulty after by warning information together with failure judging result write-in memory module storage.
Preferably, the monitoring system further includes display module, for according to the data acquisition module dynamic acquisition
Monitoring data shows monitoring chart.
Preferably, the monitoring system further includes an artificial alarm module, configured for receiving the input of user artificial
Alarm regulation.
Preferably, alarm regulation module includes threshold alarm, trend alarm and baseline comparison for the alarm regulation of generation
Alert three classes.
Wherein, threshold alarm is when sampled value is continuously in preset threshold range several times or is in preset threshold
It is alerted when outside value range, trend alarm is that continuously several secondary rings are than up and down or alarm when remaining unchanged for sampled value, baseline
Comparison alarm for the line of prediction of sampled value or sampled value continuously several times greater than, equal to or less than preset baseline when accuse
It is alert.
Preferably, the continuous number several times in the three classes alarm is respectively to preset.
Preferably, the threshold range and/or baseline in the three classes alarm were preset by alarm regulation module according to the past one
History monitoring data in duration automatically generates.
Typically, one preset duration of past can be nearly 20 days or two months nearly.
Preferably, the alarm notification module in a manner of Email for issuing alarm notification.
The present invention also provides a kind of call center systems, including above-mentioned data source, configuration management system and monitoring system
System.
On the basis of common knowledge of the art, above-mentioned each optimum condition, can any combination to get each preferable reality of the present invention
Example.
The positive effect of the present invention is that:
Call center and its monitoring system of the invention is monitored adopting for data automatically according to configuration by monitoring system
Collection, improves monitoring timeliness, by automatically generating alarm regulation, reduces the manpower and time cost of configuration alarm regulation,
Also improve the accuracy of monitoring and alarm.
Detailed description of the invention
Fig. 1 is a preferred embodiment of the present invention the schematic diagram of call center system.
Specific embodiment
The present invention is further illustrated below by the mode of embodiment, but does not therefore limit the present invention to the reality
It applies among a range.
Refering to what is shown in Fig. 1, the call center system of a preferred embodiment of the present invention, including data source 3, configuration management system
2 and monitoring system 1.The data source is used for storage service data, and the configuration management system is for carrying out business configuration.
In the present embodiment, the monitoring system include data acquisition module 11, memory module 12, fault detection module 13,
Alarm regulation module 14, alarm notification module 15, artificial alarm module 16 and display module 17.
Data acquisition module, for reading the business configuration of configuration management system, and according to the business configuration of reading from number
According to the monitoring data of source acquisition preset kind, and the monitoring data collected is sent to memory module and fault detection mould
Block.Alarm regulation module, for generating alarm regulation according to history monitoring data.
Fault detection module, for according to the monitoring data received from data acquisition module and alarm regulation progress
Match, and fault detection is carried out according to the monitoring data of successful match and enables alarm notification module sending alarm notification, and
Fault detection be confirmed whether it is faulty after by warning information together with failure judging result write-in memory module storage.
Display module is used to show monitoring chart according to the monitoring data of the data acquisition module dynamic acquisition.It is artificial to accuse
Alert module is used to receive the input of user to configure artificial alarm regulation.Alarm notification module in a manner of Email for being sent out
Alarm notification out
Specifically, alarm regulation module includes threshold alarm, trend alarm and baseline comparison for the alarm regulation of generation
Alert three classes.Wherein, threshold alarm be when sampled value be continuously in preset threshold range or be in several times it is preset
It is alerted when outside threshold range, trend alarm is that continuously several secondary rings are than up and down or alarm when remaining unchanged for sampled value, base
Line comparison alarm for the line of prediction of sampled value or sampled value continuously several times greater than, equal to or be less than preset baseline when
Alarm.
Threshold range and baseline in the three classes alarm are monitored by alarm regulation module according to the history in past 60 days
Data automatically generate respectively.
Although specific embodiments of the present invention have been described above, it will be appreciated by those of skill in the art that these
It is merely illustrative of, protection scope of the present invention is defined by the appended claims.Those skilled in the art is not carrying on the back
Under the premise of from the principle and substance of the present invention, many changes and modifications may be made, but these are changed
Protection scope of the present invention is each fallen with modification.
Claims (7)
1. a kind of monitoring system of call center, the call center have for storage service data data source and for into
The configuration management system of row business configuration, which is characterized in that the monitoring system includes:
Data acquisition module, for reading the business configuration of configuration management system, and according to the business configuration of reading from data source
The monitoring data of preset kind is acquired, and the monitoring data collected is sent to memory module and fault detection module；
Alarm regulation module, for generating alarm regulation according to history monitoring data；Alarm of the alarm regulation module for generation
Rule includes threshold alarm, trend alarm and baseline comparison alarm three classes；
Wherein, threshold alarm is when sampled value is continuously in preset threshold range several times or is in preset threshold value model
Alarm when enclosing outer, trend alarm are that continuously several secondary rings are than up and down or alarm when remaining unchanged, baseline compare for sampled value
Alarm for the line of prediction of sampled value or sampled value continuously several times greater than, equal to or less than preset baseline when alert；
Fault detection module, for being matched according to the monitoring data received from data acquisition module with the alarm regulation,
And fault detection is carried out according to the monitoring data of successful match and enables alarm notification module sending alarm notification, and in failure
Detection be confirmed whether it is faulty after by warning information together with failure judging result write-in memory module storage.
2. monitoring system as described in claim 1, which is characterized in that the monitoring system further includes display module, is used for root
Monitoring chart is shown according to the monitoring data of the data acquisition module dynamic acquisition.
3. monitoring system as described in claim 1, which is characterized in that the monitoring system further includes an artificial alarm module,
For receiving the input of user to configure artificial alarm regulation.
4. monitoring system as described in claim 1, which is characterized in that continuous time several times in the three classes alarm
Number is respectively to preset.
5. monitoring system as described in claim 1, which is characterized in that threshold range and/or baseline in the three classes alarm
It is automatically generated by alarm regulation module according to the history monitoring data in one preset duration of past.
6. the monitoring system as described in any one of claim 1-5, which is characterized in that the alarm notification module be used for
The mode of Email issues alarm notification.
7. a kind of call center system, including the data source and configuration management system in claim 1, which is characterized in that described
Call center system further includes the monitoring system as described in any one of claim 1-6.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510929156.2A CN105553717B (en) | 2015-12-14 | 2015-12-14 | Call center and its monitoring system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510929156.2A CN105553717B (en) | 2015-12-14 | 2015-12-14 | Call center and its monitoring system |
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| Publication Number | Publication Date |
|---|---|
| CN105553717A CN105553717A (en) | 2016-05-04 |
| CN105553717B true CN105553717B (en) | 2019-07-26 |
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| CN201510929156.2A Active CN105553717B (en) | 2015-12-14 | 2015-12-14 | Call center and its monitoring system |
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Families Citing this family (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106789234B (en) * | 2016-12-16 | 2020-03-17 | 携程旅游信息技术（上海）有限公司 | Automatic alarm test system and method for call center |
| CN111447329A (en) * | 2020-03-31 | 2020-07-24 | 携程旅游信息技术（上海）有限公司 | Method, system, device and medium for monitoring state server in call center |
| CN112738347A (en) * | 2020-12-10 | 2021-04-30 | 南方电网数字电网研究院有限公司 | Information safety operation monitoring and early warning calling system |
Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101287045A (en) * | 2008-05-20 | 2008-10-15 | 深圳市友邻通讯设备有限公司 | Centralized management scheme for distributed calling center, and centralized management system |
| CN103475544A (en) * | 2013-09-18 | 2013-12-25 | 浪潮电子信息产业股份有限公司 | Service monitoring method based on cloud resource monitoring platform |
| CN104410512A (en) * | 2014-10-28 | 2015-03-11 | 国云科技股份有限公司 | Resource monitoring alarm framework suitable for cloud computation and method thereof |
-
2015
- 2015-12-14 CN CN201510929156.2A patent/CN105553717B/en active Active
Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101287045A (en) * | 2008-05-20 | 2008-10-15 | 深圳市友邻通讯设备有限公司 | Centralized management scheme for distributed calling center, and centralized management system |
| CN103475544A (en) * | 2013-09-18 | 2013-12-25 | 浪潮电子信息产业股份有限公司 | Service monitoring method based on cloud resource monitoring platform |
| CN104410512A (en) * | 2014-10-28 | 2015-03-11 | 国云科技股份有限公司 | Resource monitoring alarm framework suitable for cloud computation and method thereof |
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| CN105553717A (en) | 2016-05-04 |
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