CN106682910A

CN106682910A - Information processing method, system and related equipment

Info

Publication number: CN106682910A
Application number: CN201510744675.1A
Authority: CN
Inventors: 郭叶; 王向博
Original assignee: China Mobile Communications Group Co Ltd
Current assignee: China Mobile Communications Group Co Ltd
Priority date: 2015-11-04
Filing date: 2015-11-04
Publication date: 2017-05-17
Anticipated expiration: 2035-11-04
Also published as: CN106682910B

Abstract

The invention discloses an information processing method, and the method comprises the steps: enabling a terminal to receive a first operation of a user in a use process of a business client, wherein the first operation is the call of a feedback function of the business client; generating a control instruction and a second control instruction according to the first operation; responding to the first control instruction, grabbing the information of an environment where the business client operates, and generating an operation flow script for operating the business client; responding to the second control instruction, and obtaining user problem feedback information, wherein the user problem feedback information is the description information of problems met by the user when the user uses the business client; and transmitting the user problem feedback information corresponding to the first operation, the grabbed environment information and the operation flow script to a server. The invention also discloses a terminal, a server, and an information processing system.

Description

A kind of information processing method, system and relevant device

Technical field

The present invention relates to the service technique of the communications field, more particularly to a kind of information processing method, system and phase Pass equipment.

Background technology

With the popularization of smart mobile phone and panel computer, because various client applications are absorbed in a certain function Property and the convenience for using so that it has been widely recognized.With client application species it is more and more, Function is stronger and stronger, and the homogeney of product constantly rises, and user's conversion cost constantly declines, and competition also becomes Obtain more and more fierce.In this case, Consumer's Experience how is lifted, improving user satisfaction becomes each big The problem that company most pays close attention to.

The suggestion feedback for collecting and analyzing user customer application product is the weight for understanding and improving Consumer's Experience Want approach.Existing frequently-used mobile phone applications client can all have user feedback function, it is desirable to which user describes oneself Use suggestion to client application product.But, meeting when this mode causes researcher to arrange user feedback It was found that, the description of user in most cases cannot be understood at all.Meanwhile, server system is typically only capable to record The information that user submits to, because the different factors such as the difference of scene, software and hardware and network condition that use are caused A large amount of problems of user's description are difficult to reproduce, and so, effectively the problem of user feedback cannot be entered Row positioning and solution.

The content of the invention

To solve existing technical problem, the embodiment of the present invention provides a kind of information processing method, system And relevant device.

To reach above-mentioned purpose, what the technical scheme of the embodiment of the present invention was realized in：

A kind of information processing method is embodiments provided, terminal is applied to, methods described includes：

During service customer end, the first operation of receive user；First operation is described to call The feedback function of service customer end；

Control instruction and the second control instruction are generated according to the described first operation；

First control instruction is responded, the environmental information that the service customer end is run is captured, and is generated Operate the operating process script of the service customer end；

Second control instruction is responded, customer problem feedback information is obtained；The customer problem feedback information The service customer end problem encountered description information is used for the user；

By the corresponding customer problem feedback information of the described first operation and the environmental information and operating process pin of crawl This is sent to server.

It is described to generate using the operating process script of the service customer end in such scheme, including：

Obtain primitive event flow data of the user for service customer end operation；

Using the primitive event flow data for obtaining, the operating process script is generated.

In such scheme, the primitive event flow data of acquisition is needed for produce the customer problem feedback information Primitive event flow data；

Correspondingly, it is described using the primitive event flow data for obtaining, the operating process script is generated, including：

Using the primitive event flow data for obtaining, Action Events parsing is carried out；

According to each Action Events of parsing, corresponding operation script is generated；And in two Action Events correspondences Operation script between insert corresponding time of origin interval.

In such scheme, when generating corresponding operation script, methods described also includes：

Add corresponding page iden-tity in often traveling far and wide originally；The page iden-tity is used to determine operation pages.

In such scheme, the acquisition customer problem feedback information, including：

Receive second operation of the user；Second operation is the problem in execution task process to running into The operation being marked；

Problem to marking is stored；

The 3rd operation of the user is received, the 3rd operation is that the problem to marking carries out subjective description；

The subjective description is stored.

In such scheme, before second operation for receiving the user, methods described also includes：

Information is sent to the user；The information is used to point out the user problem is encountered that The no problem for current operation interface；

Receive the 4th operation of the user；4th operation is that the response to the information is operated；

The user according to the 4th operation judges problem is encountered that the no problem for current interface, obtain Judged result；

When problem of the problem that the judged result sign user runs into for current operation interface, intercept current The image of operation interface, truncated picture is marked for the user to problem.

The user according to the 4th operation judges problem is encountered that the no problem for current operation interface, Obtain judged result；

When the problem that the judged result sign user runs into is the multiple operation interfaces comprising current operation interface Problem when, the two or more operation interface before current operation interface when the user performs current task is presented, Described two above operation interfaces are marked for the user to problem.

The embodiment of the present invention additionally provides a kind of information processing method, is applied to server, and methods described includes：

Environmental information, industry described in user operation that receive user problem feedback information, service customer end are run The operating process script of business client；

According to the environmental information and operating process script, the problem of the user is simulated, obtains mould Intend result；

The customer problem feedback information is matched with the analog result for obtaining, matching result is obtained；

When the problem that matching result characterizes the user can reappear, according to the customer problem feedback information pair The problem of the user carries out case study and distribution processor.

It is described according to the environmental information and operating process script in such scheme, the problem to the user It is simulated, including：

Terminal models and operating system version number in the environmental information, find phase in terminal pond The terminal emulator matched somebody with somebody；

The terminal emulator matched using the software and hardware data configuration of the environmental information；

Under the corresponding network environment of network environment information in the environmental information, in the terminal mould of the matching Intend performing operating process script on device.

In such scheme, it is described in the terminal emulator of the matching perform operating process script when, it is described Method also includes：

According to the corresponding time of origin interval of two Action Events in the operating process script, it is determined that current behaviour Make and corresponding operation pages have been loaded.

In such scheme, operation of the operating process script needed for produce the customer problem feedback information Flow process script；It is described that operating process script is performed in the terminal emulator of the matching, including：

According to the page iden-tity of often row operation script in the operating process script, the operating process pin is obtained The corresponding start page of this first row operation script；

Start to perform the often row operation script in the operating process script from the start page.

It is described to be matched the customer problem feedback information with the analog result for obtaining in such scheme, For：

Problem sectional drawing in the customer problem feedback information is matched with the analog result for obtaining.

It is described that problem is carried out to the problem of the user according to the customer problem feedback information in such scheme Analysis and distribution processor, including：

When the problem of the user is the available problem produced by the use environment of the user, by the use The problem at family carries out recording and sending and carries out issue handling to business development personnel；Or,

When the problem of the user is not the availability issue produced by the use environment of the user, by institute Stating analog result, customer problem feedback information and corresponding operating process and being sent to business development personnel is carried out Issue handling；Or,

It is when the problem of the user is the use suggestion to the service customer end, the customer problem is anti- Feedforward information is sent to business development personnel；Or,

When the problem of the user is the problem produced by maloperation or misinterpretation, by asking for the user Topic is sent to contact staff carries out issue handling.

The embodiment of the present invention provides a kind of terminal again, including：First receiving unit, the first signal generating unit, Placement unit, the second signal generating unit, acquiring unit and transmitting element；Wherein,

First receiving unit, during using service customer end, the first operation of receive user； First operation is the feedback function for calling the service customer end；

First signal generating unit, for generating control instruction and the second control instruction according to the described first operation；

The placement unit, for responding first control instruction, captures the service customer end and is run Environmental information；

Second signal generating unit, for responding first control instruction, generates the operation business client The operating process script at end；

The acquiring unit, for responding second control instruction, obtains customer problem feedback information；Institute State customer problem feedback information and use the service customer end problem encountered description information for the user；

The transmitting element, for operating the ring of corresponding customer problem feedback information and crawl by described first Environment information and operating process script are sent to server.

In such scheme, the acquiring unit, specifically for：Receive second operation of the user；It is described Second operation is to perform the operation that the problem in task process to running into is marked；Problem to marking is carried out Storage；The 3rd operation of the user is received, the 3rd operation is that the problem to marking carries out subjective description； And the subjective description is stored.

In such scheme, the acquiring unit is additionally operable to send information to the user；The prompting Information is used to point out the user to problem is encountered that the no problem for current operation interface；Receive the user The 4th operation；4th operation is that the response to the information is operated；According to the described 4th operation Judge that the user problem is encountered that the no problem for current interface, obtain judged result；And when judgement As a result characterize problem that the user runs into for current operation interface problem when, intercept current operation interface Image, truncated picture is marked for the user to problem.

In such scheme, the acquiring unit is additionally operable to send information to the user；The prompting Information is used to point out the user to problem is encountered that the no problem for current operation interface；Receive the user The 4th operation；4th operation is that the response to the information is operated；According to the described 4th operation Judge that the user problem is encountered that the no problem for current operation interface, obtain judged result；And work as When the problem that the judged result sign user runs into is not the problem at current operation interface, the user is presented Two or more operation interface when performing current task before current interface, described two above operation interfaces are used for The user is marked to problem.

The embodiment of the present invention additionally provides a kind of server, including：Second receiving unit, analogue unit, With unit and issue handling unit；Wherein,

Second receiving unit, for the ring that receive user problem feedback information, service customer end are run The operating process script of service customer end described in environment information, user operation；

The analogue unit, for according to the environmental information and operating process script, asking the user Topic is simulated, and obtains analog result；

The matching unit, for the customer problem feedback information to be matched with the analog result for obtaining, Obtain matching result；

The issue handling unit, when the problem for characterizing the user when matching result can reappear, according to The customer problem feedback information carries out case study and distribution processor to the problem of the user.

In such scheme, the analogue unit, specifically for：According to the terminal models in the environmental information And operating system version number, the terminal emulator for matching is found in terminal pond；Using the environmental information Software and hardware data configuration matching terminal emulator；And the network environment information pair in the environmental information Under the network environment answered, operating process script is performed in the terminal emulator of the matching.

The embodiment of the present invention additionally provides a kind of information processing system, including：Terminal and server；Wherein,

The terminal, during using service customer end, the first operation of receive user；Described first Operate to call the feedback function of the service customer end；Control instruction and the are generated according to the described first operation Two control instructions；Respond first control instruction, capture environmental information that the service customer end run, And the operating process script of the operation service customer end；Second control instruction is responded, user is obtained Problem feedback information；The customer problem feedback information is run into by the user using the service customer end Problem description information；And believe the environment of the corresponding customer problem feedback information of the described first operation and crawl Breath and operating process script are sent to the server；

The server, for receiving customer problem feedback information, service customer end institute that the terminal sends The operating process script of the environmental information of operation, service customer end described in user operation；Believed according to the environment Breath and operating process script, are simulated to the problem of the user, obtain analog result；By the user Problem feedback information is matched with the analog result for obtaining, and obtains matching result；And when matching result is characterized When the problem of the user can reappear, the problem of the user is carried out according to the customer problem feedback information Case study and distribution processor.

Information processing method provided in an embodiment of the present invention, system and relevant device, using service customer end mistake Cheng Zhong, the first operation of terminal receive user；First operation is the feedback for calling the service customer end Function；Control instruction and the second control instruction are generated according to the described first operation；Described in the terminal response One control instruction, captures environmental information and the operation business client that the service customer end is run The operating process script at end；Second control instruction is responded, customer problem feedback information is obtained；The use Family problem feedback information is that the user uses the service customer end problem encountered description information；By institute State the corresponding customer problem feedback information of the first operation and crawl environmental information and operating process script send to Server；The server receives the customer problem feedback information of the terminal transmission, service customer end and is transported Capable environmental information, the operating process script of service customer end described in user operation；According to the environmental information And operating process script, the problem of the user is simulated, obtain analog result；The server will The customer problem feedback information is matched with the analog result for obtaining, and obtains matching result；And when matching When as a result characterizing the problem of the user and can reappear, according to the customer problem feedback information to the user's Problem carries out case study and distribution processor, according to the environmental information and operating process script, to the use The problem at family is simulated, that is, the reproduction of problem is carried out, thus, customer problem can be carried out accurately and efficiently Reproduction, so as to effectively the problem of user feedback being positioned and being solved.Meanwhile, according to the use Family problem feedback information carries out case study and distribution processor to the problem of the user, thus, can be automatically right Problem is distributed process, improves the efficiency of personnel's solve problem.

In addition, by hardware environment, the user operation flow process script of crawl service customer end automatically, at end Automatically problem is reappeared in the pond of end on corresponding mobile phone simulator, then in conjunction with user's subjective description, sectional drawing or record The feedback opinions such as sound, and carry out case study and distribution processor, it is possible to use the suggestion feedback at family becomes more It is easily natural, the initiative and convenience of user feedback are improved, lift Consumer's Experience.

Description of the drawings

In accompanying drawing (it is not necessarily drawn to scale), similar reference can be in different views Described in similar part.Similar reference numerals with different letter suffix can represent the difference of similar component Example.Accompanying drawing generally shows by way of example and not limitation each embodiment discussed herein.

The feedback interface schematic diagram that Figure 1A-B are provided for applications client in correlation technique；

Fig. 2 is the information processing method schematic flow sheet of the end side of the embodiment of the present invention one；

Fig. 3 is the process schematic that the embodiment of the present invention generates operating process script；

Fig. 4 is the process schematic that the embodiment of the present invention obtains problem description information；

Fig. 5 is the information processing method schematic flow sheet of specific embodiment of the invention end side；

Fig. 6 is the information processing method schematic flow sheet of the server side of the embodiment of the present invention one；

Fig. 7 is the information processing method schematic flow sheet of specific embodiment of the invention server side；

Fig. 8 is the information processing method schematic flow sheet of the embodiment of the present invention one；

Fig. 9 is the terminal structure schematic diagram of the embodiment of the present invention two；

Figure 10 is the server architecture schematic diagram of the embodiment of the present invention two；

Figure 11 is the information processing system structural representation of the embodiment of the present invention two；

Figure 12 is specific embodiment of the invention information processing system structural representation.

Specific embodiment

Below in conjunction with the accompanying drawings and embodiment to the present invention be described in further detail again.

Description the embodiment of the present invention before, to learn about in detail collect at present and analyze user customer should With the implementation of the suggestion feedback of product.At present, existing frequently-used mobile phone applications client all has user Feedback function, the function can require problem that user had found with word subjective description oneself as opinions and suggestions, As shown in FIG. 1A and 1B.Implement including：1) a user feedback method is provided, there is provided business Using, fill in feedback opinion, select suggestion type, be committed to the basic functions such as server；2) utilize and cut The multimedia meanses such as figure, recording, video recording record and the feedback opinion of preservation user.

From the above description, it will be seen that in existing suggestion feedback method, on the one hand, user needs The problem for illustrating oneself to run into using a large amount of words, the initiative for causing user to be fed back is not strong.It is another Aspect, it can be seen that in most cases cannot understand user's at all during the feedback opinion of researcher arrangement user Description.Meanwhile, system is typically only capable to record the information that user submits to, due to different use scene, soft or hard A large amount of problems of the factor users such as the difference of part and network condition description are to be difficult to reproduce so, cannot be had Effect ground is positioned and solved to the problem of user feedback.

The appearance of this situation, the problem being mostly derived from terms of two Consumer's Experiences：One is the friendship of user feedback Mutually mode is not natural enough, user can not when encountering problems real-time calling feedback function, and need afterwards with text Word is being described；Two are, because feedback system is excessively single, it is true that researcher cannot accurately obtain user Use procedural information, also the problem of user feedback cannot be positioned and answered, more reduce use The desire of family feedback.

Based on this, in various embodiments of the present invention：During service customer end, terminal is received to be used First operation at family；First operation is the feedback function for calling the service customer end；According to described One operation generates control instruction and the second control instruction；First control instruction is responded, the business is captured The environmental information that client is run, and generate the operating process script for operating the service customer end；Response Second control instruction, obtains customer problem feedback information；The customer problem feedback information is the use Family uses the service customer end problem encountered description information；And operate corresponding user by described first Problem feedback information and the environmental information and operating process script of crawl are sent to server；The server connects Receive environmental information, Yong Hucao that the customer problem feedback information, service customer end that the terminal sends is run Make the operating process script of the service customer end；According to the environmental information and operating process script, to institute The problem for stating user is simulated, and obtains analog result；By the customer problem feedback information and the mould for obtaining Intend result to be matched, obtain matching result；And when the problem that matching result characterizes the user can reappear, Case study and distribution processor are carried out to the problem of the user according to the customer problem feedback information.

In other words, in various embodiments of the present invention, by the software and hardware of crawl service customer end automatically Environment, generation user operation flow process script, reappear problem automatically in terminal pond in corresponding terminal emulator, Then in conjunction with feedback opinions such as user's subjective description information, sectional drawing or recording, and carry out case study and distribution Process.

Embodiment one

The present embodiment provides a kind of information processing method, terminal is applied to, as shown in Fig. 2 the method includes Following steps：

Step 201：During service customer end, the first operation of receive user；

Here, first operation is the feedback function for calling the service customer end.

Step 202：Control instruction and the second control instruction are generated according to the described first operation；

Step 203：First control instruction is responded, the environment letter that the service customer end is run is captured Breath, and generate the operating process script for operating the service customer end；

Here, the environmental information can include：Hardware environment information, software environment information and network rings Environment information.

Wherein, the hardware environment information can include：Terminal brand and model, CPU sizes and occupancy ratio Example, memory size and occupation proportion etc..

The software environment information can include：Operating system platform and version number, service customer end version letter Breath, while program and quantity etc. of operation.

The network environment information can include：Network type used, signal strength signal intensity, upload and download rate Deng.

It is described to generate using the operating process script of the service customer end, specifically include：

Wherein, during practical application, the often step operation of user all can be write in the primitive event stream in terminal device, The primitive event flow data read from terminal device is made up of the character string of a line a line, as follows：

422-211293:/dev/input/event0:001 014a 00000001

But the primitive event flow data for obtaining be character and 16 system arrays into character string sequence, do not possess Readable and alterability.Therefore executable generic script need to be generated according to original time flow data, so as to In finishing operations event replay (reproduction).

During practical application, in order to improve processing speed, it is not necessary to original in all write terminal devices Flow of event, generates the operating process script, it is only necessary to produce the original needed for the customer problem feedback information , generally there is last 20 row before the problem and operates corresponding primitive event stream in beginning eventstream data Data.

Based on this, the primitive event flow data of acquisition is original needed for produce the customer problem feedback information Eventstream data；

Correspondingly, it is described using the primitive event flow data for obtaining, the operating process script is generated, specifically Including：

Wherein, it is described generate it is corresponding operation script when, the method can also include：

Add corresponding page iden-tity (ID) in often traveling far and wide originally；The page ID is used to determine operation pages.

Here, during practical application, the Action Events of user can be generally divided into following several in service customer end Type：Key press (KeyDown), key upspring (KeyUp), touch screen press (TouchDown), touch Screen mobile (TouchMove), touch screen are upspring (TouchUp).Other all events are all in above-mentioned event One or more of combination.When the operating process script is generated, from the primitive event fluxion of terminal device An event is often parsed according in, just in content for script add a line correspondence code, script function sentence with The corresponding relation of event type is as shown in table 1：

Event type	Indispensable attributes	Script sentence
			Key is pressed	Key assignments：Keycode	KeyDown(keycode)
Key is upspring	Key assignments：keycode	KeyUp(keycode)
			Touch screen is pressed	X-coordinate value：x；Y-coordinate value：y	TouchDown(x,y)
Touch screen is upspring	Nothing	TouchUp()
			Touch screen is moved	X-coordinate value：x；Y-coordinate value：y	TouchMove(x,y)

Table 1

In addition, have certain time interval between operating per two steps, therefore new addition one is acted in script Before part, difference s between current addition time and the addition event of a upper event is calculated first, be inserted into A line time difference function code, such as Delay (s) represents the interval of time of origin between two events, then Current event code is added in script.

In addition, for more precise positioning operation interface, add page ID in this often traveling far and wide.Therefore Script example is as follows：

KeyDown(keycode) 0001

KeyUp(keycode) 0001

Delay(s)

TouchDown(x,y) 0002

TouchUp()

……

From the above description, it will be seen that the process of the operating process script is generated, as shown in figure 3, Mainly include the following steps that：

Step 203a：Extract from the primitive event flow data of terminal device and (call feedback work(before going wrong Before energy) last 20 row operate corresponding primitive event flow data；

Step 203b：Using the primitive event flow data for extracting, Action Events parsing is carried out；

Step 203c：By each Action Events of parsing, generic script is converted into.

Finally, need for the generic script of generation to carry out packing compression, and send to server, for backstage Carry out problem repetition and problem analysis.

Step 204：Second control instruction is responded, customer problem feedback information is obtained；The user asks Topic feedback information is that the user uses the service customer end problem encountered description information；

Specifically, second operation of the user is received；Second operation is end-on in execution task process To the operation that is marked of problem；

Problem to marking is stored；

The subjective description is stored.

Wherein, before second operation for receiving the user, the method can also include：

When problem of the problem that the judged result sign user runs into for current operation interface, intercept current The image of operation interface, truncated picture is marked for the user to problem；

Here, during practical application, as shown in figure 4, when user calls the feedback function of the service customer end When, terminal can inquire that first whether user's problem encountered is the problem (step 204a) at current operation interface, If user is judged as YES, terminal intercepts the image (step 204b) at current operation interface automatically, and carries Show that user marks manually problem encountered (204e) on image；If user's decision problem not only belongs to In the current operation page (the multiple operation interfaces comprising current operation interface), then terminal is in the form of thumbnail Present the operation interface (two or more of some step operations before current operation interface when user performs current task Operation interface, can adjust according to actual conditions) (step 204c), select one or more problematic for user Operation interface (step 204d) and mark problem (step 204e)；After the completion of problem flag, picture is certainly Dynamic to preserve, at this moment user may be selected the classification belonging to problem (such as collapse, stand-by period length, prompting is unclear) (step 204f), and problem or the suggestion of oneself can be described by modes such as word or recording, with to mark Problem carries out subjective description (step 204g), so as to form the problem description information.

During practical application, step 203 no sequencing in execution with step 204 can both perform elder generation Execution step 203, then execution step 204, it is also possible to first carry out step 204, then execution step 203, also Can simultaneously be performed with step 203 and step 204.

Step 205：By the environmental information of the described first corresponding customer problem feedback information of operation and crawl and Operating process script is sent to server.

View of the above, it will be seen that during practical application, for end side, its handling process as shown in figure 5, Mainly include the following steps that：

Step 501：User calls first the feedback function of service customer end after encountering problems；

Here it is possible to feedback function is called in real time by Menu key, the feedback of triggering terminal after click function key Collection module.

Step 502：After receiving triggering, the corresponding data of feedback capture module collection；

Specifically, feedback capture module includes：Subjective description submodule, use environment crawl submodule, behaviour Make flow process script and generate submodule.

Wherein, subjective description submodule is retouched for collecting the sectional drawing of user feedback problem, user to the subjectivity of problem State (recording/word), Question Classification etc.；Use environment crawl submodule is transported for collecting service customer end The use environment information such as capable current hardware environment, network condition；Operating process script generates submodule and uses In the script data for collecting user operation flow process.

Step 503：The data of collection are carried out into packing compression, and is sent to server.

Here, the data of collection are issued and send the purpose of server to be：Make the server carry out case study and Distribution processor.

The present embodiment additionally provides a kind of information processing method, is applied to server, as shown in fig. 6, the party Method is comprised the following steps：

Step 601：Environmental information, user that receive user problem feedback information, service customer end are run Operate the operating process script of the service customer end；

Here, the customer problem feedback information of reception, service customer end are run environmental information, Yong Hucao The operating process script for making the service customer end is that the terminal being located by the service customer end sends.

Step 602：According to the environmental information and operating process script, mould is carried out to the problem of the user Intend, obtain analog result；

Specifically, the terminal models and operating system version number in the environmental information, in terminal pond The terminal emulator that searching matches；

Wherein, during practical application, the backstage of the server is according to the terminal (ratio captured from service customer end Such as mobile phone) brand, model and operating system version information, corresponding terminal mould is searched in terminal pond Intend device, call and start the terminal emulator of matching.

During the software and hardware data of the terminal emulator for configuring the matching, mainly include：

1st, software environment data：According to the service customer end version number of subscriber terminal side, in the simulator of matching The middle service customer end for opening respective version, if the service customer end without this version in the simulator of matching, Then need the service customer end for first carrying out installing respective version；

2nd, hardware environment data：Internal memory, CPU according to other app of subscriber terminal side or process etc. makes With situation, the internal memory and CPU accountings of the simulator of configurations match；

3rd, network environment data：Network type, signal strength signal intensity according to service customer end, network transmission speed, Network type, signal strength signal intensity, network transmission speed of simulator of setting matching etc..

Wherein, network transmission speed can be set by speed limit mode, due between simulator and server Network be generally Intranet, and Intranet speed is usually higher than user and the transfer rate of server, therefore, Can be by speed limit mode come the network speed of analog subscriber.

In one embodiment, it is described during execution operating process script, to be somebody's turn to do in the terminal emulator of the matching Method can also include：

Here, operating process pin of the operating process script needed for produce the customer problem feedback information This；It is described that operating process script is performed in the terminal emulator of the matching, specifically include：

Here, during practical application, because the operating process script sent to the server is the generation use ((user calls feedback function to operating process script needed for the problem feedback information of family before usually going wrong Before) last 20 row operate corresponding operating process script), therefore when the problem of the user is simulated, When carrying out problem repetition, it is necessary first to search the start page of script the first row, from the beginning of the enlightenment page Operating process is performed, analog subscriber behaviour does step.Start page can be entered according to the page ID in this of often traveling far and wide Row positioning.

In addition, guaranteeing current operation and operation pages according to the time interval between every two neighboring operation Load, next step operation can be performed.

Step 603：The customer problem feedback information is matched with the analog result for obtaining, is obtained With result；

Here, it is described to carry out the customer problem feedback information and the analog result for obtaining during practical application Matching, specially：

Wherein, the problem sectional drawing of the analog result of simulator and user is matched, when carrying out picture comparison, It is compared just for the pixel in the range of service customer end, the pixel outside the service customer end is because receiving Mobile phone runs the impact of other different tasks or personal settings, may be inconsistent, such as informing.

If picture contrast is consistent, describe the problem reproducible, then carry out problem distribution processor, otherwise, explanation Problem can not reappear, and terminate currently processed flow process.

Step 604：When the problem that matching result characterizes the user can reappear, according to the customer problem Feedback information carries out case study and distribution processor to the problem of the user.

Here, when case study and distribution processor is carried out, the backstage needs anti-with reference to the customer problem User in feedforward information carries out the use to subjective description (recording/word), Question Classification of problem etc. Family problem types etc. is analyzed, and carries out corresponding distribution processor.

Specifically, when the problem of the user be by the user use environment produce available problem (by The problem that the factors such as hardware environment, network environment, software environment that user uses cause) when, by the use The problem at family carries out recording and sending and carries out issue handling to business development personnel, to be repaired as early as possible or be arranged Phase optimizes, while being replied with corresponding problem to user；

When the problem of the user is not the availability issue produced by the use environment of the user, by institute Stating analog result, customer problem feedback information and corresponding operating process and being sent to business development personnel is carried out Issue handling, is compared and is analyzed by business development personnel；

When the problem of the user be to the service customer end using suggestion (such as to service customer end or Suggestion or expectation in terms of content, service etc.) when, the customer problem feedback information is sent into business and is opened The personnel of sending out；

When the problem of the user is the problem produced by maloperation or misinterpretation, by asking for the user Topic is sent to contact staff carries out issue handling, is given by modes such as service customer ends or return visit by contact staff The customer problem is given to answer.

In addition, when the problem that matching result characterizes the user can not reappear, the problem of the user is sent out Giving contact staff carries out issue handling, and institute is given by modes such as service customer ends or return visit by contact staff State customer problem answer.

In sum, for server, as shown in fig. 7, server is received after the data of terminal transmission, First same model is found in terminal pond with configuration according to terminal models and operating system version number in the backstage Terminal emulator (step 701), further according to hardware environment data configuration matching simulator software and hardware Environment (step 702), then performs operating process script and carrys out analog subscriber operation, and (step is reappeared to problem It is rapid that 703) by contrast reproduction result and user's sectional drawing, whether decision problem can reappear (step 704), When problem can reappear, problem is analyzed and distribution processor (step 705), terminates to process (step afterwards 706) terminate to process (706) when, problem can not reappear.

Here, terminate process when problem can not reappear to refer to：Server is not analyzed and Issuing Office to problem Reason, but contact staff is transmitted directly to, given by modes such as service customer ends or return visit by contact staff The customer problem answer.

From the above description, it will be seen that the processing procedure on the backstage be one kind from fitting analysis and problem Discovery procedure.

The present embodiment additionally provides a kind of information process, as shown in figure 8, the method is comprised the following steps：

Step 801：During service customer end, the first operation of terminal receive user；Described first Operate to call the feedback function of the service customer end；Control instruction and the are generated according to the described first operation Two control instructions；

Step 802：First control instruction described in the terminal response, captures the service customer end and is run Environmental information and operate the operating process script of the service customer end；Respond second control to refer to Order, obtains customer problem feedback information；The customer problem feedback information is that the user uses the business Client problem encountered description information；

Step 803：By the environmental information of the described first corresponding customer problem feedback information of operation and crawl and Operating process script is sent to server；

Step 804：The server receives customer problem feedback information, the business client that the terminal sends End run environmental information, the operating process script of service customer end described in user operation；According to the ring Environment information and operating process script, are simulated to the problem of the user, obtain analog result；

Step 805：The server carries out the customer problem feedback information and the analog result for obtaining Match somebody with somebody, obtain matching result；And when the problem that matching result characterizes the user can reappear, according to the use Family problem feedback information carries out case study and distribution processor to the problem of the user.

It should be noted that：The concrete processing procedure of the terminal and server as detailed above, here not Repeat again.

The information processing method that the present embodiment is provided, during service customer end, terminal receive user First operation；First operation is the feedback function for calling the service customer end；According to the described first behaviour Make to generate control instruction and the second control instruction；First control instruction described in the terminal response, crawl is described Environmental information and the operating process script of the operation service customer end that service customer end is run；Ring Second control instruction is answered, customer problem feedback information is obtained；The customer problem feedback information is described User uses the service customer end problem encountered description information；By the corresponding user of the described first operation Problem feedback information and the environmental information and operating process script of crawl are sent to server；The server connects Receive environmental information, Yong Hucao that the customer problem feedback information, service customer end that the terminal sends is run Make the operating process script of the service customer end；According to the environmental information and operating process script, to institute The problem for stating user is simulated, and obtains analog result；The server is by the customer problem feedback information Matched with the analog result for obtaining, obtained matching result；And when matching result characterizes asking for the user When topic can reappear, case study is carried out to the problem of the user according to the customer problem feedback information and is divided Send out and process, according to the environmental information and operating process script, the problem of the user is simulated, i.e., The reproduction of the problem of carrying out, thus, the reproduction of customer problem can be accurately and efficiently carried out, so as to effectively The problem of user feedback is positioned and solved.Meanwhile, according to the customer problem feedback information to described The problem of user carries out case study and distribution processor, thus, process can be distributed to problem automatically, carries The efficiency of personnel's solve problem is risen.

In addition, it is described when generating corresponding operation script, add corresponding page ID in this often traveling far and wide； Correspondingly, the server is obtained according to the page iden-tity of often row operation script in the operating process script The operating process script the first row operates the corresponding start page of script；Start to perform from the start page Often row operation script in the operating process script, thus, can precise positioning operation interface.

Embodiment two

Method to realize embodiment one, the present embodiment provides a kind of terminal, as shown in figure 9, the terminal bag Include：First receiving unit 91, the first signal generating unit 92, placement unit 93, the second signal generating unit 94, obtain Take unit 95 and transmitting element 96；Wherein,

First receiving unit 91, during using service customer end, the first operation of receive user； First operation is the feedback function for calling the service customer end；

First signal generating unit 92, for being referred to according to the described first operation generation control instruction and the second control Order；

The placement unit 93, for responding first control instruction, captures the service customer end and is transported Capable environmental information；

Second signal generating unit 94, for responding first control instruction, generates the operation business visitor The operating process script at family end；

The acquiring unit 95, for responding second control instruction, obtains customer problem feedback information； The customer problem feedback information is that the user uses service customer end problem encountered description letter Breath；

The transmitting element 96, for operating corresponding customer problem feedback information with crawl by described first Environmental information and operating process script are sent to server.

Wherein, the environmental information can include：Hardware environment information, software environment information and network rings Environment information.

Second signal generating unit 94, specifically for：Obtain the user to operate for the service customer end Primitive event flow data；And using the primitive event flow data for obtaining, generate the operating process script.

422-211293:/dev/input/event0:001 014a 00000001

It is described to generate the operating process script using the primitive event flow data for obtaining, specifically include：

Wherein, it is described generate it is corresponding operation script when, second signal generating unit 94 is additionally operable in every row Add corresponding page ID in script；The page ID is used to determine operation pages.

Here, during practical application, the Action Events of user can be generally divided into following several in service customer end Type：Key press (KeyDown), key upspring (KeyUp), touch screen press (TouchDown), touch Screen mobile (TouchMove), touch screen are upspring (TouchUp).Other all events are all in above-mentioned event One or more of combination.When the operating process script is generated, from the primitive event fluxion of terminal device An event is often parsed according in, just in content for script add a line correspondence code, script function sentence with The corresponding relation of event type is as shown in table 1.

In addition, have certain time interval between operating per two steps, therefore new addition one is acted in script Before part, second signal generating unit 94 is calculated first between current addition time and the addition event of a upper event Difference s, be inserted into a line time difference function code, such as Delay (s) is represented between two events The interval of time of origin, then current event code is added in script.

KeyDown(keycode) 0001

KeyUp(keycode) 0001

Delay(s)

TouchDown(x,y) 0002

TouchUp()

……

Step 203c：By each Action Events of parsing, generic script is converted into.

The acquiring unit 95, specifically for：Receive second operation of the user；It is described second operation be Perform the operation that the problem in task process to running into is marked；Problem to marking is stored；Receive 3rd operation of the user, the 3rd operation is that the problem to marking carries out subjective description；And to institute State subjective description to be stored.

Wherein, before second operation for receiving the user, the acquiring unit 95 is additionally operable to institute State user and send information；The information is used to pointing out the user problem is encountered that no for current The problem of operation interface；Receive the 4th operation of the user；4th operation is to the information Response operation；The user according to the 4th operation judges problem is encountered that no asking for current interface Topic, obtains judged result；And when the problem that the judged result sign user runs into is current operation interface Problem when, intercept the image at current operation interface, truncated picture enters rower for the user to problem Note；When the problem that the judged result sign user runs into is the multiple operation interfaces comprising current operation interface Problem when, the two or more operation interface before current operation interface when the user performs current task is presented, Described two above operation interfaces are marked for the user to problem.

Here, during practical application, as shown in figure 4, when user calls the feedback function of the service customer end When, the acquiring unit 95 can inquire that first whether user's problem encountered is the problem at current operation interface (step 204a), if user is judged as YES, the acquiring unit 95 intercepts current operation interface automatically Image (step 204b), and point out user to mark problem encountered (204e) on image manually； If user's decision problem not only only belongs to (multiple operations circle comprising current operation interface of the current operation page Face), then the acquiring unit 95 is to present current operation when user performs current task in the form of thumbnail Operation interface (two or more operation interface can be adjusted according to the actual conditions) (step of some step operations before interface Rapid 204c), select one or more problematic interfaces (step 204d) for user and mark problem (step Rapid 204e)；After the completion of problem flag, picture is automatically saved, and at this moment user may be selected the classification belonging to problem (such as collapse, stand-by period length, prompting is unclear) (step 204f), and can be by the side such as word or recording Formula describes problem or the suggestion of oneself, to carry out subjective description (step 204g) to the problem for marking, so as to Form the problem description information.

Specifically, feedback capture module includes：Subjective description submodule (acquiring unit 95), use ring Border crawl submodule (placement unit 93), operating process script generate submodule, and (described second generates Unit 94).

During practical application, first signal generating unit 92, placement unit 93, the second signal generating unit 94, with And acquiring unit 95 can be by central processing unit (CPU, Central Processing Unit), the micro- place in terminal Reason device (MCU, Micro Control Unit), digital signal processor (DSP, Digital Signal Processor) or programmable logic array (FPGA, Field-Programmable Gate Array) realize； First receiving unit 91 and transmitting element 96 can be by the transceiver implementations in terminal.

Method to realize embodiment one, the present embodiment additionally provides a kind of server, as shown in Figure 10, should Server includes：Second receiving unit 101, analogue unit 102, matching unit 103 and issue handling list Unit 104；Wherein,

Second receiving unit 101, is run for receive user problem feedback information, service customer end Environmental information, the operating process script of service customer end described in user operation；

The analogue unit 102, for according to the environmental information and operating process script, to the user Problem be simulated, obtain analog result；

The matching unit 103, for the customer problem feedback information and the analog result for obtaining to be carried out Matching, obtains matching result；

The issue handling unit 104, when the problem for characterizing the user when matching result can reappear, Case study and distribution processor are carried out to the problem of the user according to the customer problem feedback information.

Here, the customer problem feedback information of the reception of the second receiving unit 101, service customer end are transported Capable environmental information, the operating process script of service customer end described in user operation are by the service customer end What the terminal at place sent.

The analogue unit 102, specifically for：Terminal models and operation system in the environmental information System version number, finds the terminal emulator for matching in terminal pond；Using the software and hardware of the environmental information The terminal emulator of data configuration matching；And the corresponding network of the network environment information in the environmental information Under environment, operating process script is performed in the terminal emulator of the matching.

Wherein, during practical application, by the backstage of the server according to the terminal (ratio captured from service customer end Such as mobile phone) brand, model and operating system version information, corresponding terminal mould is searched in terminal pond Intend device, call and start the terminal emulator of matching

In one embodiment, it is described in the terminal emulator of the matching perform operating process script when, institute Analogue unit 102 is stated, when being additionally operable to generation corresponding according to two Action Events in the operating process script Between be spaced, determine that current operation and corresponding operation pages have been loaded.

The analogue unit 102 is obtained according to the page iden-tity of often row operation script in the operating process script Take the corresponding start page of the operating process script the first row operation script；

The analogue unit 102 starts to perform the often row behaviour in the operating process script from the start page Make script.

Here, during practical application, because the operating process script sent to the server is the generation use ((user calls feedback function to operating process script needed for the problem feedback information of family before usually going wrong Before) last 20 row operate corresponding operating process script), therefore when the problem of the user is simulated, When carrying out problem repetition, the analogue unit 102 firstly the need of search script the first row start page, Start to perform operating process from the enlightenment page, analog subscriber behaviour does step.Start page can be according to often going Page ID in script is positioned.

Here, during practical application, the matching unit 103, specifically for：By customer problem feedback Problem sectional drawing in information is matched with the analog result for obtaining.

If picture contrast is consistent, describe the problem reproducible, then asked by the issue handling unit 104 Topic distribution processor, otherwise, describing the problem to reappear, and terminate currently processed flow process.

During practical application, when case study and distribution processor is carried out, the backstage needs to combine the user User in problem feedback information is carried out to subjective description (recording/word), Question Classification of problem etc. Described customer problem type etc. is analyzed, and carries out corresponding distribution processor.

Specifically, when the problem of the user be by the user use environment produce available problem (by The problem that the factors such as hardware environment, network environment, software environment that user uses cause) when, the problem The problem of the user is carried out recording and sending by processing unit 104 to be carried out at problem to business development personnel Reason, with repaired as early as possible or waiting optimization, while being replied with corresponding problem to user；

It is described when the problem of the user is not the availability issue produced by the use environment of the user Issue handling unit 104 sends out the analog result, customer problem feedback information and corresponding operating process Giving business development personnel carries out issue handling, is compared and is analyzed by business development personnel；

When the problem of the user be to the service customer end using suggestion (such as to service customer end or Suggestion or expectation in terms of content, service etc.) when, the issue handling unit 104 is by the customer problem Feedback information is sent to business development personnel；

When the problem of the user is the problem produced by maloperation or misinterpretation, the issue handling list The problem of the user is sent to contact staff by unit 104 carries out issue handling, and by contact staff business is passed through The mode such as client or return visit gives the customer problem answer.

In addition, when the problem that matching result characterizes the user can not reappear, issue handling unit 104 will The problem of the user is sent to contact staff and carries out issue handling, by contact staff by service customer end or The modes such as return visit give the customer problem answer.

In sum, for server, as shown in fig. 7, server is received after the data of terminal transmission, The analogue unit 102 finds phase homotype in terminal pond according to terminal models and operating system version number first Number with configuration terminal emulator (step 701), further according to hardware environment data configuration matching simulator Hardware environment (step 702), then perform operating process script come analog subscriber operation, problem is entered Row reproduction (step 703), and sentenced by contrast reproduction result and user's sectional drawing by the matching unit 103 Whether disconnected problem can reappear (step 704), and when problem can reappear, the issue handling unit 104 pairs is asked Topic is analyzed and distribution processor (step 705), terminates to process (step 706) afterwards, and problem can not reappear When terminate process (step 706).

During practical application, second receiving unit 101 can be realized by the receiver of server；The simulation Unit 102, matching unit 103 and issue handling unit 104 can by the CPU in server, MCU, DSP or FPGA is realized.

Method to realize embodiment one, the present embodiment additionally provides a kind of information processing system, such as Figure 11 institutes Show, the system includes：Terminal 111 and server 112；Wherein,

The terminal 111, during using service customer end, the first operation of receive user；It is described First operation is the feedback function for calling the service customer end；Control instruction is generated according to the described first operation And second control instruction；First control instruction is responded, the environment that the service customer end is run is captured The operating process script of information and the operation service customer end；Second control instruction is responded, is obtained Take customer problem feedback information；The customer problem feedback information is that the user uses the service customer end Problem encountered description information；And by described first corresponding customer problem feedback information is operated with crawl Environmental information and operating process script are sent to the server 112；

The server 112, for receiving customer problem feedback information, business client that the terminal sends End run environmental information, the operating process script of service customer end described in user operation；According to the ring Environment information and operating process script, are simulated to the problem of the user, obtain analog result；Will be described Customer problem feedback information is matched with the analog result for obtaining, and obtains matching result；And work as matching result When characterizing the problem of the user and can reappear, according to problem of the customer problem feedback information to the user Carry out case study and distribution processor.

It should be noted that：The concrete processing procedure of the terminal 111 and server 112 as detailed above, Here repeat no more.

In sum, during practical application, as shown in figure 12, the scheme of the embodiment of the present invention includes feedback capture (terminal execution) and background analysis (server execution) two large divisions.Wherein, feedback capture includes：It is main See description, hardware environment information, operating process script；Background analysis include multiple from fitting analysis, problem Existing and distribution processor.

When user calls service customer end feedback function, will automatically be captured by the service customer end of terminal and be worked as The hardware environment of front operation, user operation flow process script, and with user to the subjective description of problem (sectional drawing, Recording, text) it is sent collectively to server.The backstage of server is received after user feedback data, first Corresponding terminal mould is searched in terminal pond according to terminal (such as mobile phone etc.) model and operating system version number Intend device (such as mobile phone simulator), and the hardware environment information with reference to user, operating process script data exist Automatically problem is reappeared on simulator.Finally by contrast reproduction result and user's sectional drawing, problem is analyzed And distribution processor.

The information processing scheme that the present embodiment is provided, during service customer end, terminal 111 is received to be used First operation at family；First operation is the feedback function for calling the service customer end；According to described One operation generates control instruction and the second control instruction；First control instruction described in the terminal response, crawl Environmental information and the operating process script of the operation service customer end that the service customer end is run； Second control instruction is responded, customer problem feedback information is obtained；The customer problem feedback information is institute State user and use the service customer end problem encountered description information；By the corresponding use of the described first operation Family problem feedback information and the environmental information and operating process script of crawl are sent to server 112；The clothes The environment letter that business device 112 receives the customer problem feedback information of the terminal transmission, service customer end is run Breath, the operating process script of service customer end described in user operation；According to the environmental information and operating process Script, is simulated to the problem of the user, obtains analog result；The server asks the user Topic feedback information is matched with the analog result for obtaining, and obtains matching result；And when matching result characterizes institute When stating the problem of user and can reappear, the problem of the user is asked according to the customer problem feedback information Topic analysis and distribution processor, according to the environmental information and operating process script, enter to the problem of the user Row simulation, that is, carry out the reproduction of problem, thus, the reproduction of customer problem can be accurately and efficiently carried out, from And effectively the problem of user feedback can be positioned and solved.Meanwhile, fed back according to the customer problem Information carries out case study and distribution processor to the problem of the user, thus, can carry out to problem automatically point Send out and process, improve the efficiency of personnel's solve problem.

Those skilled in the art are it should be appreciated that embodiments of the invention can be provided as method, system or meter Calculation machine program product.Therefore, the present invention can using hardware embodiment, software implementation or with reference to software and The form of the embodiment of hardware aspect.And, the present invention can be adopted and wherein include calculating at one or more Computer-usable storage medium (including but not limited to magnetic disc store and the optical storage of machine usable program code Device etc.) on implement computer program form.

The present invention is with reference to method according to embodiments of the present invention, equipment (system) and computer program Flow chart and/or block diagram describing.It should be understood that can be by computer program instructions flowchart and/or side The knot of each flow process and/or square frame and flow chart and/or the flow process in block diagram and/or square frame in block diagram Close.Can provide these computer program instructions to all-purpose computer, special-purpose computer, Embedded Processor or The processor of other programmable data processing devices is producing a machine so that by computer or other can The instruction of the computing device of programming data processing equipment is produced for realizing in one flow process or multiple of flow chart The device of the function of specifying in one square frame of flow process and/or block diagram or multiple square frames.

These computer program instructions may be alternatively stored in can guide computer or other programmable data processing devices In the computer-readable memory for working in a specific way so that in being stored in the computer-readable memory Instruction produces the manufacture for including command device, and the command device is realized in one flow process of flow chart or multiple streams The function of specifying in one square frame of journey and/or block diagram or multiple square frames.

These computer program instructions also can be loaded into computer or other programmable data processing devices, made Obtain and series of operation steps is performed on computer or other programmable devices to produce computer implemented place Reason, so as to the instruction performed on computer or other programmable devices is provided for realizing in flow chart one The step of function of specifying in flow process or one square frame of multiple flow processs and/or block diagram or multiple square frames.

The above, only presently preferred embodiments of the present invention is not intended to limit the protection model of the present invention Enclose.

Claims

1. a kind of information processing method, it is characterised in that be applied to terminal, methods described includes：

2. method according to claim 1, it is characterised in that the generation uses the business client The operating process script at end, including：

3. method according to claim 2, it is characterised in that the primitive event flow data of acquisition is to produce Primitive event flow data needed for the life customer problem feedback information；

4. method according to claim 3, it is characterised in that when generating corresponding operation script, institute Stating method also includes：

5. the method according to any one of Claims 1-4, it is characterised in that the acquisition user asks Topic feedback information, including：

Problem to marking is stored；

The subjective description is stored.

6. method according to claim 5, it is characterised in that second behaviour of the reception user Before work, methods described also includes：

7. method according to claim 5, it is characterised in that second behaviour of the reception user Before work, methods described also includes：

8. a kind of information processing method, it is characterised in that be applied to server, methods described includes：

9. method according to claim 8, it is characterised in that described according to the environmental information and behaviour Make flow process script, the problem of the user is simulated, including：

10. method according to claim 9, it is characterised in that the terminal mould in the matching When intending performing operating process script on device, methods described also includes：

11. methods according to claim 10, it is characterised in that the operating process script is generation Operating process script needed for the customer problem feedback information；It is described in the terminal emulator of the matching Operating process script is performed, including：

12. methods according to claim 8, it is characterised in that described by customer problem feedback Information is matched with the analog result for obtaining, and is：

13. methods according to any one of claim 8 to 12, it is characterised in that described in the basis Customer problem feedback information carries out case study and distribution processor to the problem of the user, including：

14. a kind of terminals, it is characterised in that the terminal includes：First receiving unit, first generate list Unit, placement unit, the second signal generating unit, acquiring unit and transmitting element；Wherein,

15. terminals according to claim 14, it is characterised in that the acquiring unit, specifically for： Receive second operation of the user；Second operation is that the problem performed in task process to running into is carried out The operation of mark；Problem to marking is stored；Receive the 3rd operation of the user, the 3rd behaviour Subjective description is carried out as the problem to marking；And the subjective description is stored.

16. terminals according to claim 15, it is characterised in that the acquiring unit, be additionally operable to The user sends information；The information is used to point out the user to problem is encountered that no is to work as The problem of front operation interface；Receive the 4th operation of the user；4th operation is to the prompting letter The response operation of breath；The user according to the 4th operation judges problem is encountered that no for current interface Problem, obtains judged result；And when the problem that the judged result sign user runs into is current operation circle During the problem in face, the image at current operation interface is intercepted, truncated picture is carried out for the user to problem Mark.

17. terminals according to claim 15, it is characterised in that the acquiring unit, be additionally operable to The user sends information；The information is used to point out the user to problem is encountered that no is to work as The problem of front operation interface；Receive the 4th operation of the user；4th operation is to the prompting letter The response operation of breath；The user according to the 4th operation judges problem is encountered that no for current operation circle The problem in face, obtains judged result；And when the problem that the judged result sign user runs into is not current During the problem of operation interface, the two or more operation before current interface when the user performs current task is presented Interface, described two above operation interfaces are marked for the user to problem.

18. a kind of servers, it is characterised in that the server includes：Second receiving unit, simulation are single Unit, matching unit and issue handling unit；Wherein,

19. servers according to claim 18, it is characterised in that the analogue unit, it is concrete to use In：Terminal models and operating system version number in the environmental information, find phase in terminal pond The terminal emulator matched somebody with somebody；The terminal emulator matched using the software and hardware data configuration of the environmental information；And Under the corresponding network environment of network environment information in the environmental information, in the terminal simulation of the matching Operating process script is performed on device.

20. a kind of information processing systems, it is characterised in that the system includes：Terminal and server；Its In,