CN106998255B - Feedback processing server, network system and feedback processing method - Google Patents
Feedback processing server, network system and feedback processing method Download PDFInfo
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- CN106998255B CN106998255B CN201610044002.XA CN201610044002A CN106998255B CN 106998255 B CN106998255 B CN 106998255B CN 201610044002 A CN201610044002 A CN 201610044002A CN 106998255 B CN106998255 B CN 106998255B
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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
- H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
- H04L41/5061—Network service management, e.g. ensuring proper service fulfilment according to agreements characterised by the interaction between service providers and their network customers, e.g. customer relationship management
Abstract
The embodiment of the invention provides a feedback processing server, a network system and a feedback processing method. In one example, the feedback processing server includes: a feedback interface for receiving feedback information; a service server interface for acquiring a data record corresponding to the feedback information from a service server; and the control unit is used for controlling the access verification of the data record to obtain a verification result. The scheme provided by the embodiment of the invention can improve the processing efficiency of the feedback information.
Description
Technical Field
The present invention relates to network technologies, and in particular, to a feedback processing server, a network system, and a feedback processing method.
Background
When a user accesses a network, feedback information is often generated and used for feeding back the conditions encountered in network access to the network side. At present, the processing of the feedback information is usually performed manually. However, the amount of feedback information is increasing from the frequency of network use today, and it is difficult to guarantee processing efficiency completely through manual follow-up analysis.
Disclosure of Invention
The embodiment of the invention provides a feedback processing server, a network system and a feedback processing method, aiming at improving the processing efficiency of feedback information.
In one example, a feedback processing server includes: a feedback interface for receiving feedback information; a service server interface for acquiring a data record corresponding to the feedback information from a service server; and the control unit is used for controlling the access verification of the data record to obtain a verification result.
In one example, a network system includes: the feedback processing server is used for receiving feedback information, obtaining a data record corresponding to the feedback information and providing the data record to the verification terminal; and the verification terminal is used for accessing the data record and providing the access condition to the feedback processing server as the verification result of the feedback information.
In one example, a feedback processing method includes: receiving feedback information for network access; acquiring a data record corresponding to the feedback information from a service server; and carrying out access verification on the data record to obtain a verification result.
Drawings
Fig. 1 is a schematic structural diagram of a feedback processing server 100 according to an embodiment of the present invention.
Fig. 2 is a schematic structural diagram of a feedback processing server 200 according to an embodiment of the present invention.
Fig. 3 is a schematic structural diagram of a network system 300 according to an embodiment of the present invention.
Fig. 4 is a schematic structural diagram of a network system 400 according to an embodiment of the present invention.
Fig. 5 is a flowchart illustrating a feedback processing method 500 according to an embodiment of the invention.
Fig. 6 is a flowchart illustrating a feedback processing method 600 according to an embodiment of the invention.
Fig. 7 is a flowchart illustrating a feedback processing method 700 during media playing according to an embodiment of the present invention.
Fig. 8 is a flowchart illustrating a feedback processing method 800 during content downloading according to an embodiment of the present invention.
Fig. 9 is a flowchart illustrating a feedback processing method 900 when a browser core fails according to an embodiment of the present invention.
Fig. 10 is a schematic structural diagram of a feedback processing server 1000 according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention more apparent, the present invention is further described in detail below with reference to the accompanying drawings and examples.
The embodiment of the invention provides a scheme for processing feedback information by adopting a machine, wherein a feedback processing server is arranged for receiving the feedback information and obtaining a data record associated with the feedback information from a business server for access verification so as to obtain a verification result possibly helpful for improving network access.
Fig. 1 is a schematic structural diagram of a feedback processing server 100 according to an embodiment of the present invention. In one example, the feedback processing server 100 includes: a feedback interface 101, a service server interface 102, and a control unit 103.
In one example, the feedback interface 101 is configured to receive feedback information, where the feedback information refers to information for feeding back a situation of network access. In one example, the network access is through a browser, or the browser is a portal to the Internet. Generally, a browser refers to an application that can display files of a web server or a file system and let a user interact with the files, and supports, for example, HyperText Markup Language (HTML).
In one example, the feedback information is user feedback information. For example, if a user opens a browser and clicks a link on a web page to access a media file, but the media file is not successfully opened, the user may feed back the problem through a forum associated with the browser. In one example, the feedback information is abnormal reporting information. In an example, the exception reporting information may be sent by a user clicking a preset feedback button, or automatically sent by the user terminal. For example, when a certain webpage fails to be opened through a browser, if the kernel is found to be abnormal, the browser can automatically report the problem without the need of the user to feed back the problem through other ways such as an internet forum.
In one example, the service server interface 102 is configured to obtain a data record corresponding to the feedback information from the service server. It should be noted that the service server is used for supporting services provided by the browser, such as media access, download access, web page access, and the like. In one example, the service server is a media playing server for providing different types of media contents such as video, audio, moving pictures, multimedia, and the like. In one example, the service server is a content download server for providing a download of content (such as a certain application or media, etc.), and the like. In one example, the business server is a web page maintenance server for maintaining and updating web sites or web page contents.
When the service server is accessed, information related to the content accessed by the user (such as the network address of the content, etc.) will be stored as the data record in the service server (such as a database managed by the service server). In one example, the data records are stored in the form of a log.
In an example, the control unit 103 is configured to control the verification of the data record, resulting in a verification result. In general, when a user accesses information in a network using a browser, an abnormality, a failure, or the like occurs, the feedback processing server 100 receives feedback information. For this purpose, the feedback processing server 100 is provided with the control unit 103 for verifying the data record associated with the feedback information to determine whether there is an abnormality, a failure, or the like.
Fig. 2 is a schematic structural diagram of a feedback processing server 200 according to an embodiment of the present invention. The feedback processing server 200 includes: a feedback interface 101, a service server interface 102, and a control unit 103. In an example, the functions of the feedback interface 101, the service server interface 102, and the control unit 103 are as described in fig. 1, and are not described herein again.
In one example, the control unit 103 includes: the first verifying module 2031 is configured to send the data record to a verifying terminal for verification, and receive a verification result provided by the verifying terminal. That is, after receiving the feedback information, the feedback processing server 200 obtains the data record through the service server interface 102, and then provides the data record to the verification terminal for real machine verification, so as to restore a scene that a user providing the feedback information accesses the data record before, so as to perform problem location, and obtain a first verification result corresponding to the feedback information. In one example, the verification terminal is a computer, a cell phone, a tablet, a smart wearable device, or other type of electronic terminal. That is, the verification terminal adopts a real hardware device. In one example, the verification terminal is connected to the feedback processing server 200 through a Universal Serial Bus (USB) interface or a wireless interface such as WIFI, so as to perform information interaction.
In one example, the control unit 103 includes: the second authentication module 2032 is configured to send an authentication request to the service server, and receive feedback from the service server. In one example, the authentication request of the second authentication module 2032 is a Uniform Resource Locator (URL) access request. If the access to the URL fails, the service server feeds back a corresponding error code, so that the feedback processing server 200 obtains a second verification result corresponding to the feedback information.
In one example, the control unit 103 may include the first authentication module 2031 and the second authentication module 2032. In one example, the control unit 103 is configured to: and searching error codes from the data records, classifying the data records according to the types of the error codes, and selecting at least one part of the data records from each type of data records for access verification. In one example, the control unit 103 may select one or all of the data records from each type of data record to be verified.
In one example, the feedback processing server 200 further comprises: the display unit 204 is configured to display the verification result. For example, the feedback processing server 200 may receive a certain amount of feedback information within a period of time, statistically classify the verification result of the feedback information according to the error type, and then present the result to the administrator of the feedback processing server 200 in a graphical form.
In one example, the feedback processing server 200 further comprises: a first database 205 for storing the feedback information, the data record and/or the verification result. Wherein the data record is associated with the feedback information and is pulled from the service server by the feedback processing server 200. In one example, the first database 205 may also be a device independent of the feedback processing server 200, and the feedback processing server 200 may perform data access operations on the first database 205.
Fig. 3 is a schematic structural diagram of a network system 300 according to an embodiment of the present invention. The network system 300 includes: a feedback processing server 301 and an authentication terminal 302.
In one example, the feedback processing server 301 is configured to receive feedback information, obtain a data record corresponding to the feedback information, and provide the data record to the verification terminal. The feedback information is sent by the user terminal which has performed network access, and the service server stores the log of the network access.
In one example, the verification terminal 302 is configured to access the data record and provide the access to the feedback processing server 301 as a verification result of the feedback information. Note that the authentication terminal 302 is different from the user terminal that issues the feedback information, but is a terminal device provided in the network system 300 for re-authenticating network access. Of course, the verification terminal 302 may adopt a conventional smart phone, a tablet computer, or the like, and may load an executable file (such as a verification script, or the like) that can implement the verification function described above thereon. In one example, the verification terminal 302 receives the data record and obtains network access characteristic information (e.g., network address, etc.) therefrom. Subsequently, the authentication terminal 302 issues an access request to the network address, and records a corresponding access result to provide to the feedback processing server 301. In one example, the access result is consistent with the feedback information (e.g., both access failures, etc.), or the access result is inconsistent with the feedback information.
Fig. 4 is a schematic structural diagram of a network system 400 according to an embodiment of the present invention. The network system 400 includes: a feedback processing server 301, an authentication terminal 302, a network 403, a user terminal 404, a first database 405, a service server 406, and a second database 407.
The functions of the feedback processing server 301 and the verification terminal 302 can refer to the descriptions in fig. 1 to 3, and are not described herein again. In one example, the feedback processing server 301 is a core device of the network system 400 for performing feedback processing.
In one example, the feedback processing server 301 may pull the data record of the corresponding user from the user identifier carried in the feedback information provided by the user terminal 404 to the second database 407 associated with the service server 406. In one example, the user identification is a Global Unique Identifier (GUID) for indicating a corresponding user. In one example, the data record may be log information stored by the second database 407, and the log information records information such as success or failure of network access, and a specific error type in case of failure. In one example, one key in the log information is an error code (error code) indicating that the access is successful when the error code is 0, and an access exception when the error code is not 0. It should be noted that the meaning corresponding to the value of the error code may be set according to actual needs, for example, it may also be specified that the error code is 0 to indicate an access exception, which is not limited in the embodiment of the present invention.
In one example, the feedback processing server 301 classifies the pulled data records according to error codes, classifies the data records with the same error codes into one class for real machine verification, and thus solves the corresponding feedback information in batches. In one example, the feedback processing server 301 selects a data record for each type of error code, sends the network address of the data record to the verification terminal 302, and the verification terminal 302 accesses the network address to obtain a verification result. In one example, the verification terminal 302 can also verify all of the plurality of data records corresponding to each type of error code.
For example, the feedback processing server receives 10 pieces of feedback information, and pulls the data record corresponding to each piece of feedback information from the second database 407 through the service server 406, so as to obtain 10 data records. Then, the feedback processing server 301 classifies the 10 data records and finds 3 types of error codes. For this reason, the feedback processing server 301 requests the authentication terminal 302 to perform one genuine machine authentication for each error code.
In one example, the user terminal 404 issues feedback information to the feedback processing server 301 when a problem occurs in its user accessing the network 403 using a browser. In one example, the user terminal 404 and the feedback processing server 301 are also connected to and communicate with each other via a network 403.
In one example, the feedback processing server 301 stores each pulled data record in the first database 405 for later use. In addition, the first database 405 may also store feedback information, classification information, verification results, and the like. In one example, the verification result may be a first verification result obtained through a genuine machine verification or a second verification result obtained through interaction with the service server 406. In one example, the classification information includes: classification information of websites visited by the user, classification information of error codes, and the like.
In one example, the business server 406 is configured to provide the data records to the feedback processing server 301. In one example, the service server 406 may find one or more data records of the user from the second database 407 according to the user identifier in the feedback information. In one example, the service server 406 needs to perform the above-mentioned lookup of the data record according to the user identification and the feedback date.
Further, after obtaining the data record, the feedback processing server 301 may further send an access request for the data record to the service server 406, and generate a second verification result of the feedback information according to a response of the service server 406. For example, the feedback processing server 301 may obtain the network address of the data record and directly issue a request for accessing the network address to the service server 406, and the service server 406 will respond to the request for accessing, indicating success or failure of the access. It is noted that this type of authentication can locate simple network problems.
After the first verification result and/or the second verification result are obtained through the network system 400, the feedback processing server 301 performs summary classification on the verification results, and outputs a test report and the like. In one example, the test report includes: the number of websites with successful access, the number of websites with failed access, the number of websites with successful/failed access for the first time, the number of websites with successful/failed access for the second time, the total number of accesses, and the like. In one example, the genuine machine verification may be performed multiple times. For example, if the result of the first access verification performed on a certain data record by using a real machine is successful, the number of websites successfully accessed for the first time is counted. And for the data records failed in the first access verification, performing second access verification, and counting the number of websites successfully accessed for the second time if the data records failed in the first access verification are successful. In one example, the websites can be divided into different types according to size, content, influence, and the like: visiting a large station, visiting a small station, an adult station, etc. The summary classification of the verification results can be to calculate the successful number/ratio of visiting big stations, the successful number/ratio of visiting small stations, the successful number/ratio of adult stations, etc. The test reports, summary classifications, etc. may be presented to an administrator of the feedback processing server 301 through the presentation unit 204 shown in fig. 2.
Fig. 5 is a flowchart illustrating a feedback processing method 500 according to an embodiment of the invention. In one example, the method 500 is implemented by a computer, including the following operations.
In step 501, feedback information for network access is received. In one example, the feedback information may be sent for media playing, content downloading, or browser kernel failure. In one example, the feedback information is sent by the user terminal to the feedback processing server via a network.
In step 502, a data record corresponding to the feedback information is obtained from a service server.
It is noted that the network access may be performed based on a browser, and the browser may generally provide a plurality of network access services, so that it is necessary to determine the service type for which the feedback information is directed, so as to obtain the required data record to the corresponding service server. In an example, the step 502 is automatically executed by the feedback processing server, that is, the feedback processing server analyzes the feedback information after receiving the feedback information, and then knows which service server needs to pull the data record according to an analysis result.
In step 503, the data record is access-verified to obtain a verification result. In one example, the verification refers to whether there is a problem with the network access indicated by the re-access location feedback information, what problem exists, and the like. In one example, the re-access is implemented using genuine machine authentication. In one example, the re-access is achieved by a simple interaction between the feedback processing server 301 and the service server 406.
Fig. 6 is a flowchart illustrating a feedback processing method 600 according to an embodiment of the invention. The feedback processing method 600 includes the following operations.
In step 601, feedback information for network access is received. Step 601 may refer to step 501. In one example, the feedback information includes: user identification and feedback content. The feedback content may be text information such as "network inaccessible".
In step 602, it is determined whether the access is abnormal from the feedback content, if yes, step 603 is executed, and if no, the flow is ended.
In step 603, the corresponding data record is obtained from the service server according to the user identifier.
In step 604, the network access characteristic information is obtained from the data record and sent to the verification terminal.
Specifically, the network access characteristic information is used to describe a characteristic related to the network access. In one example, the network access characteristic information is a network address. For example, the network address is a playing/downloading address of the media, a downloading address of the application, or a URL address of the web page. In an example, other network access characteristic information such as a network access mode (for example, whether 3G or WIFI access is adopted), a specific model of the user terminal 404, version information of the operating system, and the like may also be acquired from the data record and provided to the verification terminal 302, so that the verification terminal 302 performs a real machine scheduling test according to the information, and a network access scenario of the user terminal 404 is reproduced more accurately, thereby locating a problem. For example, the authentication terminal 302 issues a network access request to the network address in the same network access manner, operating system version, and the like as the user terminal 404.
In step 605, a verification result of the network access performed by the verification terminal according to the network access characteristic information is received. In one example, the access result may be presented in the form of an error code.
Media playing (such as video playing) is one of the main functions of a browser, the number of users is large, and feedback information for media playing is correspondingly large. Fig. 7 is a flowchart illustrating a feedback processing method 700 during media playing according to an embodiment of the present invention. Wherein the media may be video, audio, motion pictures, multimedia, etc. In one example, the motion picture is a picture composed of a plurality of still picture frames, and each frame is played at a certain speed to form a dynamic picture effect, such as a 3D animation.
In step 701, a feedback entry for media playing is imported. In one example, the feedback information may include one or more feedback entries, and the feedback processing server may process the feedback entries one by one. In one example, a feedback entry is recorded with a user identification indicating which user the feedback entry was generated by. In one example, the user identifier may be a GUID, which is a unique identifier for identifying the user, and associates the feedback entry with a data record (such as a media play log) stored by the service server. The subsequent steps 702-708 will detail the processing of each feedback entry.
In step 702, it is determined whether the feedback entry is abnormal for media playing according to the feedback content carried in the feedback entry, if so, step 703 is executed, and if not, step 709 is executed.
In one example, the feedback content may be an error prompt when resolving an anomaly. For example, when the media playing fails, an error prompt appears on the browser to inform the user of some common abnormal situations. Accordingly, when the user reports the feedback information to the feedback processing server, the error prompt can be used as the feedback content to inform the feedback processing server. In one example, the feedback entry with the user identification and the feedback content may be saved to a first database.
In step 703, a media play record corresponding to the feedback entry is obtained from the media play server.
In one example, this step 703 is to query the corresponding media play record according to the user identification in the feedback entry. In one example, the feedback processing server finds all media play records indicated by the user identification from the second database 407 of the media play server. In one example, a large number of media playing records related to the user will be found only by searching according to the user identifier, and at this time, the feedback entry may further include a feedback date, so that the media playing record exactly corresponding to the feedback entry is queried from the second database according to the feedback date. That is, the media play records may be further screened from the second database 407 based on the feedback date. In one example, a failed record that falls on the day of the feedback date can be found from all media play records corresponding to the user identifier and provided to the feedback processing server as a media play record.
In step 704, it is determined whether there is an error code in the media play record, if so, step 705 is performed, and if not, step 708 is performed.
In one example, the categories of error code indications include: user network issues (e.g., no network), web content issues (e.g., pornography web sites are not accessible), player issues, and the like.
In step 705, the media play record is marked as abnormal.
In step 706, the media playing is determined to be local playing or online playing. If it is a local play, step 708 is performed. If it is online play, step 707 is executed. In one example, the local playing refers to playing after downloading the media to the local of the user terminal (such as a mobile phone memory card).
In step 707, network access characteristic information (such as a network address) during playing the media is obtained from the media playing record, sent to the verification terminal for playing verification, and the access result of the verification terminal to the network address is received, and then step 709 is executed.
In one example, the network address of the media being played is the web address within a web page where the media is played. In one example, the play verification performed by the verification terminal mainly includes: verify website issues, verify player issues, etc. For example, the problem of playing failure due to website revision, or playing failure due to no specific parameter carried in the media playing request, etc.
At step 708, manual analysis is initiated and step 709 is performed.
In one example, the manual analysis means that a user who provides a feedback item is manually contacted to obtain a media playing record, and then verification is manually performed based on the media playing record to confirm the problem of playing failure of the feedback item.
In step 709, it is determined whether or not the feedback process is finished, and if not, the flow returns to step 701, and if so, the flow is finished.
In one example, step 709 determines whether all feedback items have performed the analysis process of step 702-708. For example, if 3 feedback entries are introduced in step 701, the analysis in step 702-708 needs to be performed one by one.
As seen from the flow chart of FIG. 7, the embodiment of the invention introduces computer automatic verification for problem location during the feedback process. Further, the manual analysis is restarted for feedback information that cannot be processed by the computer. That is, the manual processing links are superimposed on the machine processing. Compared with a simple manual analysis method, the embodiment of the invention improves the feedback processing efficiency. In a data statistics, the flow shown in fig. 7 can verify that 80% of the media playing lost feedback information, and 90% of the work can be performed by computer automation, which can increase the feedback follow-up rate from 20% to 80% and reduce the 0.5 manpower for processing the feedback information compared with the previous simple manual analysis method.
Fig. 8 is a flowchart illustrating a feedback processing method 800 during content downloading according to an embodiment of the present invention. In one example, the content download may be a media download, an application (app) download, or the like. In one example, the feedback processing method 800 is implemented by the feedback processing server 100.
In step 801, a feedback entry for content download is imported. In step 802, it is determined whether the feedback entry is abnormal for content downloading according to the feedback content carried in the feedback entry, if yes, step 803 is executed, and if no, step 807 is executed. In step 803, a content download record corresponding to the feedback entry is obtained from the content download server. At step 804, it is determined whether there is an error code in the content download record, if so, step 805 is performed, and if not, step 806 is performed. In step 805, network access characteristic information (such as a network address) of the downloaded content is obtained from the content download record, sent to the verification terminal for download verification, and the access result of the verification terminal to the network address is received, and then step 807 is executed. At step 806, manual analysis is initiated and step 807 is performed. In step 807, it is determined whether or not the feedback processing is ended, and if not, the flow returns to step 801, and if so, the flow is ended.
In one example, a download failure page of the user terminal is provided with a feedback button. The user can send feedback information by clicking the feedback button, and the failure reason appearing in the download failure prompt is sent to the feedback processing server as feedback content. In one example, the feedback buttons may be respectively disposed on different web pages, such as a first feedback button disposed on a page where a video is downloaded and located below the page, a second feedback button disposed on a page where an application is downloaded and located at an upper corner of the page, and the like. In one example, a unified feedback portal may also be provided on the main menu of a website. In one example, the user may log in a specific feedback forum after the content download fails, and send the feedback information to the feedback processing server. It should be noted that the same user id is used by the user at the time of content download and at the time of logging in the feedback forum, so as to correctly associate the feedback information with the content download record in the content download server.
Fig. 9 is a flowchart illustrating a feedback processing method 900 when a browser core fails according to an embodiment of the present invention. In one example, the feedback processing method 900 is implemented by the feedback processing server 100. In one example, the browser kernel is used to interpret the web page syntax and display the web page. In one example, a kernel failure of a browser refers to a certain web page being inaccessible.
In step 901, a feedback entry for a core failure is imported. In step 902, it is determined whether the feedback entry is abnormal according to the feedback content carried in the feedback entry, if so, step 903 is executed, and if not, step 907 is executed. In step 903, a web page access record corresponding to the feedback entry is obtained from the web page maintenance server. In step 904, it is determined whether there is an error code in the web page access record, if so, step 905 is performed, and if not, step 906 is performed. In step 905, network access characteristic information (such as a network address) when the web page is accessed is obtained from the web page access record, and is sent to the verification terminal for access verification, and the access result of the verification terminal to the network address is received, and then step 907 is executed. At step 906, manual analysis is initiated and step 907 is performed. In step 907, it is determined whether or not the feedback processing is finished, if not, the flow returns to step 901, and if so, the flow is finished.
Fig. 10 is a schematic structural diagram of a feedback processing server 1000 according to an embodiment of the present invention. The feedback processing server 1000 includes: a processor 1001, and a memory 1002. In one example, the memory 1002 is a non-volatile machine-readable storage medium.
In one example, the program modules 1003 stored in the memory 1002 for execution by the processor 1001 include: a control module 1013 and an interface module 1023.
The interface module 1023 is used for receiving the feedback information and obtaining a data record corresponding to the feedback information from the service server. The control module 1013 is configured to control access verification of the data record to obtain a verification result.
In one example, the program modules 1003 further include: a database interaction module 1033, configured to send the feedback information, the data record, and/or the verification result to the first database 205 for storage.
In one example, the program modules 1003 further include: a display module 1043, configured to display the verification result on a display screen of the feedback processing server 1000 in a form of a graphical interface.
In one example, a specific implementation of the feedback processing server 1000 may be found in reference to fig. 1-9.
It can be seen that, in the embodiment of the present invention, the feedback processing server is configured to analyze and verify the feedback information, and the content of the feedback information is automatically analyzed and associated by a machine as much as possible, for example, the user identifier is obtained from the feedback information for extracting the data record, and the network access characteristic information (such as the network address) corresponding to the failed data record is provided to the verification terminal for real machine verification, so that the processing efficiency is improved, and the overhead of labor cost is reduced. Further, timely analysis and location of the problem also reduces the failure rate of network access to some extent.
The above description is only for the purpose of illustrating the preferred embodiments of the present invention and is not to be construed as limiting the invention, and any modifications, equivalents, improvements and the like made within the spirit and principle of the present invention should be included in the scope of the present invention.
Claims (14)
1. A feedback processing server, comprising:
a feedback interface for receiving feedback information from a user terminal;
a service server interface for acquiring a data record corresponding to the feedback information from a service server; and
and the control unit is used for acquiring network access characteristic information from the data record, sending the network access characteristic information to a verification terminal for real machine verification, and receiving a verification result provided by the verification terminal, wherein the verification terminal loads an executable file with a verification function, and configures a network access scene same as that of the user terminal according to the network access characteristic information to perform real machine verification.
2. The feedback processing server according to claim 1, wherein the network access characteristic information includes one or more of a network access mode, a model, and version information of an operating system of the user terminal.
3. The feedback processing server according to claim 1 or 2, wherein the control unit comprises: and the second verification module is used for sending a verification request to the service server and receiving feedback of the service server.
4. The feedback processing server according to claim 1 or 2, wherein the control unit is configured to: and searching error codes from the data records, classifying the data records according to the types of the error codes, and selecting at least one part of the data records from each type of data records for access verification.
5. The feedback processing server according to claim 1 or 2, wherein the feedback processing server further comprises: and the display unit is used for displaying the verification result.
6. The feedback processing server according to claim 1 or 2, wherein the feedback processing server further comprises: a first database for storing the feedback information, the data record and/or the verification result.
7. A network system, comprising:
the feedback processing server is used for receiving feedback information from the user terminal, acquiring a data record corresponding to the feedback information, acquiring network access characteristic information from the data record and providing the network access characteristic information to the verification terminal; and
the verification terminal is used for loading an executable file with a verification function, configuring the same network access scene as the user terminal according to the network access characteristic information to perform real machine verification, and providing a verification result to the feedback processing server.
8. The network system of claim 7, further comprising: the service server is used for providing the data record for the feedback processing server;
the feedback processing server is further configured to: and sending an access request corresponding to the data record to the service server, and generating a second verification result of the feedback information according to the response of the service server.
9. A feedback processing method, comprising:
receiving feedback information for network access from a user terminal;
acquiring a data record corresponding to the feedback information from a service server; and
and acquiring network access characteristic information from the data record, sending the network access characteristic information to a verification terminal for real machine verification, and receiving a verification result provided by the verification terminal, wherein the verification terminal loads an executable file with a verification function and configures a network access scene same as that of the user terminal according to the network access characteristic information to perform real machine verification.
10. The method of claim 9, wherein the feedback information comprises: user identification and feedback content; the method further comprises the following steps: and judging whether the access is abnormal or not from the feedback content, and if so, acquiring the data record from the service server according to the user identifier.
11. The method of claim 9, wherein the network access is media play;
the acquiring of the network access characteristic information from the data record and the sending of the network access characteristic information to the verification terminal for the genuine machine verification comprises:
and after the media playing is judged to be online playing, acquiring the network access characteristic information of the played media from the data record and sending the network access characteristic information to the verification terminal.
12. The method of claim 9, wherein the obtaining network access characteristic information from the data record, and the sending the network access characteristic information to a verification terminal for true machine verification comprises:
searching error codes from the data records, and classifying the data records according to the types of the error codes; and
at least one part of the data records in each type of data records is selected for real machine verification.
13. A feedback processing server comprising a memory and a processor, the memory having stored therein computer readable instructions operable to cause the processor to perform the method of any of claims 9 to 12.
14. A computer-readable storage medium having stored thereon computer-readable instructions for causing at least one processor to perform the method of any one of claims 9 to 12.
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