CN107025508A

CN107025508A - Health degree and crucial operation indicator appraisal procedure and relevant apparatus are runed in customer service

Info

Publication number: CN107025508A
Application number: CN201610068827.5A
Authority: CN
Inventors: 唐星星; 伍志勇
Original assignee: Huawei Technologies Co Ltd
Current assignee: Huawei Technologies Co Ltd
Priority date: 2016-01-30
Filing date: 2016-01-30
Publication date: 2017-08-08

Abstract

Embodiment of the invention discloses that customer service operation health degree and crucial operation indicator appraisal procedure and relevant apparatus.A kind of customer service operation health degree appraisal procedure includes：Determine the doubtful related operation indicator of the performance indicators of N number of customer service operation examination dimension.Doubtful crucial operation indicator is filtered out from the doubtful related operation indicator of the performance indicators of each customer service operation examination dimension in N number of customer service operation examination dimension by qualitative analysis algorithm respectively.Crucial operation indicator is filtered out by quantitative analysis algorithm.Calculate the score that the performance indicators of dimension is examined in each customer service operation in N number of customer service operation examination dimension；The score of performance indicators based on N number of customer service operation examination dimension assesses the health degree of customer service operation.The scheme of the embodiment of the present invention be conducive to allowing obtained customer service operation examine dimension performance indicators crucial operation indicator accuracy it is higher and adaptability is stronger.

Description

Health degree and crucial operation indicator appraisal procedure and relevant apparatus are runed in customer service

Technical field

The present invention relates to technical field of communication computer, customer service operation health degree and key have specifically been related generally to Operation indicator appraisal procedure and relevant apparatus.

Background technology

Currently, the customer service of operator is in lean operation stage, the fortune based on digitization Battalion's management extensive use, but the often person that depends on O＆M of these applications at present it is personal understand and , there is not comprehensive understanding, management repeatability height, the low problem of experience reproducibility in experience.Therefore it is intelligent Operation management is ready to appear.

Current industry does not form unified customer service operation indicator specification temporarily, is all formulated although each operator is general The index system of oneself, but (operation management of such as call center of China Mobile 10086 refers to index enormous amount Mark items up to up to a hundred).During actual operation management, often following problems may be encountered：How from numerous The crucial operation indicator of influence customer service operation is fast and accurately found in index；Changed using management means intervention While being apt to a certain index, other indexs are again there may be fluctuation, now from macroscopically how assessing customer service fortune The holistic health of battalion.

In traditional scheme, for influenceing some customer service operation to examine the crucial operation of the performance indicators of dimension to refer to Mark is typically all what O＆M person was fixedly installed according to experience value.For example, the achievement of influence efficiency of service dimension The crucial operation indicator of effect index may be fixedly installed as Self-Service accounting, when the achievement of efficiency of service dimension When effect index (performance indicators of efficiency of service dimension for example can be service level) is deteriorated into beyond prescribed limit, O＆M person first to Self-Service accounting, intervene by this index, to optimize Self-Service by intervening This index of accounting, and then be expected that by optimization this index of Self-Service accounting to optimize efficiency of service dimension Performance indicators.

A large amount of practices find that what is be fixedly installed is directed to the pass for the performance indicators for influenceing certain customer service operation examination dimension Key operation indicator not necessarily real crucial index sometimes so that pass through this for intervening that optimization is fixedly installed A little key operation indicators and then optimize the performance indicators that dimension is examined in corresponding customer service operation, many times not Expected performance indicators effect of optimization can be reached.

The content of the invention

The embodiment provides customer service operation health degree and key operation indicator appraisal procedure and related Device, the accuracy of the crucial operation indicator of the performance indicators for the customer service operation examination dimension being desirably to obtain is higher And adaptability is stronger.

First aspect of the embodiment of the present invention provides a kind of customer service operation health degree appraisal procedure, including：Determine N The doubtful related operation indicator of the performance indicators of individual customer service operation examination dimension.Distinguished by qualitative analysis algorithm The doubtful of the performance indicators of dimension is examined from each customer service operation in N number of customer service operation examination dimension Doubtful crucial operation indicator is filtered out in related operation indicator.By quantitative analysis algorithm, respectively from filtering out The N number of customer service operation examination dimension in each customer service operation examination dimension performance indicators it is doubtful Crucial operation indicator is filtered out in crucial operation indicator.Based in N number of customer service operation examination dimension The crucial operation indicator of the performance indicators of each customer service operation examination dimension, calculates N number of customer service respectively The score of the performance indicators of each customer service operation examination dimension in operation examination dimension.Based on described N number of The score of the performance indicators of customer service operation examination dimension assesses the health degree of customer service operation.

Wherein, the N is the integer more than 1.

For example, N for example can be equal to 2,3,4,5,6,7,8,10,21,29,36,50 or Other values.

For example, N number of customer service operation examination dimension for example may include in following customer service operation examination dimension It is one or more：Efficiency of service dimension, service quality dimension, CSAT dimension, Service Source dimension With cost benefit dimension.

It is fixedly installed as can be seen that scheme of the embodiment of the present invention has been abandoned for influenceing certain customer service operation examination dimension The traditional mechanism of the crucial operation indicator of the performance indicators of degree, is improved to by qualitative analysis algorithm and quantitative point Analyse algorithm to filter out crucial operation indicator from the related operation indicator of performance indicators, this is found by putting into practice The Filtering system managed with statistical analysis and data excavator is planted, is conducive to allowing obtained customer service operation to examine dimension The accuracy of the crucial operation indicator of the performance indicators of degree is higher and adaptability is stronger, and then is conducive to more scientific The score of the rational performance indicators for obtaining customer service operation examination dimension, and then be conducive to more scientific reasonable assessment Go out the health degree of customer service operation.Also, obtain the customer service operation examination dimension that accuracy is higher and adaptability is stronger The crucial operation indicator of the performance indicators of degree, is also beneficial to establish to obtain more preferable performance indicators effect of optimization Optimized integration.

It is described to be based on the N with reference in a first aspect, in the first possible embodiment of first aspect The crucial operation indicator of the performance indicators of each customer service operation examination dimension in individual customer service operation examination dimension Calculating the score of the performance indicators of N number of customer service operation examination dimension respectively includes：

Customer service operation is examined to the original value or standardized value of the crucial operation indicator of dimension xi performance indicators Conversion is normalized, is referred to obtaining the crucial operation of performance indicators of the customer service operation examination dimension xi Target normalizes numerical value；The crucial operation indicator of dimension xi performance indicators is examined to the customer service operation Normalize numerical value and carry out quadrature or weighted quadrature processing, to obtain the achievement of the customer service operation examination dimension xi The score of index is imitated, the customer service operation examination dimension xi is in N number of customer service operation examination dimension Any one.

With reference to the first possible embodiment of first aspect, in second of possible embodiment party of first aspect In formula, the crucial operation indicator xij of the performance indicators of customer service operation examination dimension xi normalization numerical value Equal to business obtained from xij_1 divided by xij_2, the xij_2 is equal to going through for the crucial operation indicator xij The absolute value of difference between history maximum xij_max and history minimum value xij_min；The xij_1 is equal to institute The absolute value of difference between crucial operation indicator xij original value and history minimum value xij_min is stated, or The xij_1 is equal to difference between the original value of the crucial operation indicator xij and history maximum xij_max Absolute value；Wherein, the crucial operation indicator xij is that the customer service operation examines dimension xi performance to refer to Any one crucial operation indicator of target.

With reference to first aspect or first aspect the first to any among second of possible embodiment A kind of possible embodiment, it is described based on described in the third possible embodiment of first aspect The health degree that the score of the performance indicators of N number of customer service operation examination dimension assesses customer service operation includes：Will be described The normalization score of the performance indicators of N number of customer service operation examination dimension carries out summation process to obtain customer service fortune The health degree of battalion；Or examine the normalization score of the performance indicators of dimension to enter N number of customer service operation Row weighted sum handles to obtain the health degree of customer service operation.

With reference to the third possible embodiment of first aspect, in the 4th kind of possible implementation of first aspect It is described to examine the normalization score of the performance indicators of dimension to be added N number of customer service operation in mode Also include before weighing health degree of the summation process to obtain customer service operation：Weighted by factorial analysis algorithm The weight of the performance indicators of the N number of customer service operation examination dimension used required for summation process.Or The weight of the performance indicators of the N number of customer service operation examination dimension used required for weighted sum processing It can be default weight.

With reference to first aspect or first aspect the first to any among the 4th kind of possible embodiment A kind of possible embodiment, it is described by qualitative in the 5th kind of possible embodiment of first aspect Parser examines the achievement of dimension from each customer service operation in N number of customer service operation examination dimension respectively Filtering out doubtful crucial operation indicator in the doubtful related operation indicator for imitating index includes：Calculated by factorial analysis Method examines the performance indicators of dimension from each customer service operation in N number of customer service operation examination dimension respectively Doubtful related operation indicator in filter out doubtful crucial operation indicator；Or by cluster algorithm respectively from The doubtful phase of the performance indicators of each customer service operation examination dimension in N number of customer service operation examination dimension Close in operation indicator and filter out doubtful crucial operation indicator.

Wherein, cluster algorithm for example can be K- mean cluster analysis algorithms.

With reference to the 5th kind of possible embodiment of first aspect, in the 6th kind of possible implementation of first aspect In mode, it is described by factorial analysis algorithm respectively from the N number of customer service operation examine dimension in it is each Doubtful crucial operation is filtered out in the doubtful related operation indicator of the performance indicators of customer service operation examination dimension to refer to Mark can include：

The each customer service operation examined respectively to N number of customer service operation in dimension by factorial analysis algorithm Examine the doubtful related operation indicator of the performance indicators of dimension to be analyzed, transported with obtaining N number of customer service The significant result value and the factor of the performance indicators of each customer service operation examination dimension in battalion's examination dimension are returned Return equation；Wherein, the significant result value of dimension xi performance indicators is examined to be less than or wait in customer service operation In the case of predetermined threshold value, the factorial regression equation of the performance indicators of the customer service operation examination dimension xi Described in partial regression coefficient the relatively large doubtful related operation indicator of nxi items of absolute value, to state screening The doubtful crucial operation indicator of the customer service operation examination dimension xi gone out performance indicators；Or, the visitor The absolute value of partial regression coefficient described in the factorial regression equation of clothes operation examination dimension xi performance indicators Doubtful related operation indicator more than threshold value txi, for the customer service operation examination dimension xi filtered out achievement The doubtful crucial operation indicator of index is imitated, wherein, the customer service operation examination dimension xi is N number of visitor Any one in dimension is examined in clothes operation.

With reference to first aspect or first aspect the first to any among the 6th kind of possible embodiment A kind of possible embodiment, it is described by quantitative in the 7th kind of possible embodiment of first aspect Parser is respectively from each customer service operation examination in the N number of customer service operation examination dimension filtered out Filtering out crucial operation indicator in the doubtful crucial operation indicator of the performance indicators of dimension includes：

Examined respectively from the N number of customer service operation filtered out by decision Tree algorithms and/or logistic regression algorithm Filtered out in the doubtful crucial operation indicator of the performance indicators of each customer service operation examination dimension in core dimension Crucial operation indicator.

With reference to the 7th kind of possible embodiment of first aspect, in the 8th kind of possible implementation of first aspect In mode, in the doubtful key for the performance indicators for examining dimension xi from customer service operation by logistic regression algorithm The result of crucial operation indicator screening is carried out in operation indicator, with by decision Tree algorithms from the customer service operation The result of crucial operation indicator screening is carried out in the doubtful crucial operation indicator of examination dimension xi performance indicators In the case of being mutually matched, dimension is examined from customer service operation by logistic regression algorithm (or decision Tree algorithms) The crucial operation indicator filtered out in the doubtful crucial operation indicator of xi performance indicators is the customer service operation The crucial operation indicator of dimension xi performance indicators is examined, the customer service operation examination dimension xi is the N Any one in dimension is examined in individual customer service operation.

Second aspect of the present invention provides a kind of crucial operation indicator appraisal procedure, including：

Determine M1 doubtful related operation indicators of the performance indicators of customer service operation examination dimension.By qualitative Parser filters out the customer service operation examination dimension from the M1 doubtful related operation indicators M2 doubtful crucial operation indicators of performance indicators.By quantitative analysis algorithm from the M2 filtered out M3 pass of the performance indicators of the customer service operation examination dimension is filtered out in individual doubtful crucial operation indicator Key operation indicator.

The M1 is more than or equal to the M2.

The M2 is more than or equal to the M3.

The M1, the M2 and the M3 are positive integer.

For example, above-mentioned customer service operation examination dimension can for example be examined appointing in dimension for following customer service operation Meaning one：Efficiency of service dimension, service quality dimension, CSAT dimension, Service Source dimension and into This benefit dimension.

It is fixedly installed as can be seen that scheme of the embodiment of the present invention has been abandoned for influenceing certain customer service operation examination dimension The traditional mechanism of the crucial operation indicator of the performance indicators of degree, is improved to by qualitative analysis algorithm and quantitative point Analyse algorithm to filter out crucial operation indicator from the related operation indicator of performance indicators, and pass through and put into practice hair Existing, this Filtering system is conducive to the crucial operation for the performance indicators for allowing obtained customer service operation to examine dimension to refer to Target accuracy is higher and adaptability is stronger, and then is conducive to establishing to obtain more preferable performance indicators effect of optimization Determine optimized integration.

It is described to pass through qualitative point in the first possible embodiment of second aspect with reference to second aspect Analysis algorithm filters out the achievement that dimension is examined in the customer service operation from the M1 doubtful related operation indicators Imitating M2 doubtful crucial operation indicators of index includes：

The customer service is filtered out from the M1 doubtful related operation indicators by factorial analysis algorithm to transport M2 doubtful crucial operation indicators of the performance indicators of battalion's examination dimension；Or by cluster algorithm from institute State the M2 for the performance indicators that the customer service operation examination dimension is filtered out in M1 doubtful related operation indicators Individual doubtful crucial operation indicator.

With reference to the first possible embodiment of second aspect, in second of possible implementation of second aspect In mode, it is described filtered out by factorial analysis algorithm from the M1 doubtful related operation indicators it is described M2 doubtful crucial operation indicators of the performance indicators of customer service operation examination dimension, including：

Examine the doubtful correlation of the performance indicators of dimension to the customer service operation respectively by factorial analysis algorithm Operation indicator is analyzed, to obtain the significant result value that the performance indicators of dimension is examined in the customer service operation With factorial regression equation；Wherein, the significant result value of the performance indicators of dimension is examined in the customer service operation In the case of less than or equal to predetermined threshold value, the factorial regression of the performance indicators of the customer service operation examination dimension The relatively large doubtful related operation indicator of nxi items of the absolute value of partial regression coefficient described in equation, to state The doubtful crucial operation indicator of the performance indicators of the customer service operation examination dimension filtered out, or the customer service The absolute value of partial regression coefficient described in the factorial regression equation of the performance indicators of operation examination dimension is more than Threshold value txi doubtful related operation indicator, for the performance indicators of the customer service operation examination dimension filtered out Doubtful crucial operation indicator.

With reference to second aspect or second aspect the first to any among second of possible embodiment A kind of possible embodiment, it is described by quantitative in the third possible embodiment of second aspect Parser filters out the customer service operation from the M2 filtered out doubtful crucial operation indicators and examined The crucial operation indicator of M3 of the performance indicators of core dimension includes：Returned by decision Tree algorithms and/or logic Reduction method filters out the customer service operation examination from the M2 filtered out doubtful crucial operation indicators The crucial operation indicator of M3 of the performance indicators of dimension.

With reference to the third possible embodiment of second aspect, in the 4th kind of possible implementation of second aspect In mode, in the doubtful key for the performance indicators for examining dimension from the customer service operation by logistic regression algorithm The result of crucial operation indicator screening is carried out in operation indicator, with by decision Tree algorithms from the customer service operation The result phase of crucial operation indicator screening is carried out in the doubtful crucial operation indicator of the performance indicators of examination dimension Mutually in the case of matching, examined and tieed up from the customer service operation by logistic regression algorithm (or decision Tree algorithms) The crucial operation indicator filtered out in the doubtful crucial operation indicator of the performance indicators of degree, is the customer service operation Examine the crucial operation indicator of the performance indicators of dimension.

With reference to second aspect or second aspect the first among the 4th kind of possible embodiment appoint Anticipate a kind of possible embodiment, in the 5th kind of possible embodiment of second aspect, methods described is also Including：M3 crucial operation indicator of the performance indicators of dimension is examined to calculate described based on the customer service operation The score of the performance indicators of customer service operation examination dimension.

With reference to the 5th kind of possible embodiment of second aspect, in the 6th kind of possible implementation of second aspect In mode, M3 crucial operation indicator meter of the performance indicators based on customer service operation examination dimension The score of the performance indicators of the customer service operation examination dimension is calculated, including：

The customer service operation is examined M3 of performance indicators key operation indicator of dimension original value or Conversion is normalized in standardized value, obtains M3 pass of the performance indicators of the customer service operation examination dimension The normalization numerical value of key operation indicator；M3 key of the performance indicators of dimension is examined to the customer service operation The normalization numerical value of operation indicator carries out quadrature or weighted quadrature processing, is tieed up with obtaining the customer service operation examination The score of the performance indicators of degree.

With reference to the 6th kind of possible embodiment of second aspect, in the 7th kind of possible implementation of second aspect In mode, the crucial operation indicator xij of the performance indicators of customer service operation examination dimension normalization numerical value Equal to business obtained from xij_1 divided by xij_2, the xij_2 is equal to going through for the crucial operation indicator xij The absolute value of difference between history maximum xij_max and history minimum value xij_min；The xij_1 is equal to institute State the absolute value of difference between crucial operation indicator xij original value and history minimum value xij_min, or institute State difference between original values of the xij_1 equal to the crucial operation indicator xij and history maximum xij_max Absolute value；The crucial operation indicator xij is any one key in described M3 crucial operation indicator Operation indicator.

The third aspect of the embodiment of the present invention provides a kind of interaction control method, including：

When the first choice instruction for receiving the customer service operation health degree for being shown on display interface, in display Dimension scores are shown on interface object is presented to respond the first choice instruction, the dimension scores are presented The achievement that dimension is examined in N number of customer service operation used in calculating the customer service operation health degree is showed in object Imitate the score of index；

The customer service operation examination dimension xi presented in receiving for dimension scores presentation object achievement The second selection instruction of the score of index is imitated, crucial operation indicator contribution presentation pair is shown on display interface As to respond second selection instruction, wherein, the crucial operation indicator contribution is presented to be showed in object The statistical value of the crucial operation indicator of the performance indicators of the customer service operation examination dimension xi, the N is big In 1 integer, the customer service operation examination dimension xi is appointing in N number of customer service operation examination dimension Meaning one.

For example, N for example can be equal to 2,3,4,5,6,7,8,10,21,29,36,51 or Other values.

For example, the statistical value of operation indicator (such as crucial operation indicator or other non-key operation indicators) Such as may include original value or standardized value or normalization numerical value.

As can be seen that scheme of the embodiment of the present invention set up data presentation successively descend rig system, can be from customer service The score that health degree examines dimension to N number of customer service operation is runed, obtaining for dimension is examined from N number of customer service operation The statistical value of the crucial operation indicator of the performance indicators of wherein some customer service operation examination dimension is assigned to, this causes Operation personnel can quickly and easily learn that those customer service operations of main influence customer service operation health degree are examined accordingly The scoring event of the performance indicators of core dimension, learns and mainly has influence on the performance that dimension is examined in some customer service operation Statistical value of those crucial operation indicators of index score etc., is so advantageous for operation personnel's rapid and convenient and obtains Know influence customer service and run the multinomial key factor of health degree, and then be conducive to excellent to obtain more preferable performance indicators Change effect and establish optimized integration.

With reference to the third aspect, in the first possible embodiment of the third aspect, described receive is directed to Also include before the first choice instruction of the customer service operation health degree shown on display interface：On display interface When showing multiple units in displaying customer service operation health degree trend graph, the customer service operation health degree trend graph The corresponding customer service operation health degree of section, wherein, the first choice instruction is directed in the multiple unit time period Unit time period Ti corresponding customer services operation health degree, the dimension scores, which are presented in object, shows calculating The achievement of dimension is examined in N number of customer service operation used in the corresponding customer service operation health degree of the unit time period Ti Imitate the score of index.

With reference to the first possible embodiment of the third aspect, in second of possible implementation of the third aspect In mode, the corresponding customer service operation health degree of at least one unit time period is showed in the trend graph, is based on Any one customer service operation health degree appraisal procedure provided in an embodiment of the present invention is obtained.

With reference to the third aspect or the third aspect the first to any among second of possible embodiment A kind of possible embodiment, in the third possible embodiment of the third aspect,

Methods described also includes：When receive triggering modification assess customer service operation health degree repairing using formula Change after instruction, formula used in the assessment customer service operation health degree is modified to respond described repair Change instruction.

With reference to the third aspect or the third aspect the first among the third possible embodiment appoint Anticipate a kind of possible embodiment, in the 4th kind of possible embodiment of the third aspect, methods described is also Including：The customer service operation presented in object examination is presented for the crucial operation indicator contribution when have received 3rd selection instruction of the crucial operation indicator xii of dimension xi performance indicators statistical value, in display interface On show detailed data present object to respond the 3rd selection instruction, wherein, the detailed data is in Crucial operation indicator xii correspondences unit time period Ti detailed data is showed in existing object.

For example, the form of expression that object is presented in the detailed data can be scatter diagram.

For example, the form of expression of the dimension scores presentation object may include the following form of expression at least A kind of form, radar map, post dress accumulation graph and cake chart.

For example, the form of expression that object is presented in the crucial operation indicator contribution may include to show shape as follows At least one form, radar map, post dress accumulation graph and the cake chart of formula.

The fourth aspect of the embodiment of the present invention provides a kind of customer service operation health degree apparatus for evaluating.Customer service operation is good for Kang Du apparatus for evaluating includes memory cell, communication interface and the place coupled with the memory cell and communication interface Manage device.The memory cell can be used for store instruction, and the processor can be used for performing the instruction.It is described Communication interface can be used for carrying out with Operation Server or monitoring operation server under the control of the processor Communication.Wherein, it can be performed when the processor is performing the instruction according to the instruction in first aspect In method.

5th aspect of the embodiment of the present invention additionally provides a kind of customer service operation health degree apparatus for evaluating.The visitor The unit that clothes operation health degree apparatus for evaluating includes is able to carry out customer service operation health degree in the first aspect Appraisal procedure.

In addition, the aspect of the embodiment of the present invention the 6th provides a kind of computer-readable recording medium, the calculating Machine readable storage medium storing program for executing is stored runs the program code that health degree is assessed for customer service.Described program code bag Include the instruction for performing method in the first aspect.

The aspect of the embodiment of the present invention the 7th provides a kind of crucial operation indicator apparatus for evaluating.Wherein, crucial operation Index evaluation device includes memory cell, communication interface and the place coupled with the memory cell and communication interface Manage device.Wherein, the memory cell is used for store instruction, and the processor is used to perform the instruction, institute Stating communication interface is used under the control of the processor carry out with Operation Server or monitoring operation server Communication.Wherein, it can be performed when the processor is performing the instruction according to the instruction in second aspect In method.

The eighth aspect of embodiments of the invention additionally provides a kind of crucial operation indicator apparatus for evaluating.The dress Put including unit be able to carry out the crucial operation indicator appraisal procedure in second aspect.

In addition, the aspect of the embodiment of the present invention the 9th provides a kind of computer-readable recording medium, the calculating Machine readable storage medium storing program for executing stores the program code assessed for crucial operation indicator.Described program code includes Instruction for performing the method in second aspect.

The aspect of the embodiment of the present invention the tenth provides a kind of interaction control device.Wherein, interaction control device includes Memory cell, user interface and the processor coupled with the memory cell and communication interface.The storage is single Member can be used for store instruction, wherein, the processor can be used for performing the instruction, and the user interface can For transmitting/receiving user instruction under the control of the processor.When the processor is performing the instruction Method in a third aspect can be performed according to the instruction.

Tenth one side of embodiments of the invention additionally provides a kind of interaction control device.Described device includes Unit be able to carry out interaction control method in a third aspect.

In addition, the aspect of the embodiment of the present invention the 12nd provides a kind of computer-readable recording medium, the meter Calculation machine readable storage medium storing program for executing stores the program code for interactive controlling.Described program code includes being used to hold The instruction of the method for row in a third aspect.

Brief description of the drawings

Technical scheme in order to illustrate the embodiments of the present invention more clearly, below will be to making needed for embodiment Accompanying drawing is briefly described, it should be apparent that, drawings in the following description are only some of the present invention Embodiment, for those of ordinary skill in the art, on the premise of not paying creative work, may be used also To obtain other accompanying drawings according to these accompanying drawings.

Fig. 1-a and Fig. 1-b are several possible system architecture schematic diagrams provided in an embodiment of the present invention；

A kind of Fig. 2-a schematic flow sheets of crucial operation indicator appraisal procedure provided in an embodiment of the present invention；

A kind of Fig. 2-b crucial operation indicator screenings provided in an embodiment of the present invention are intended to；

The schematic flow sheet of Fig. 3-a another crucial operation indicator appraisal procedures provided in an embodiment of the present invention；

The schematic diagram of Fig. 3-b another decision tree output results provided in an embodiment of the present invention；

Fig. 3-c another crucial operation indicator screenings provided in an embodiment of the present invention are intended to；

The schematic flow sheet of health degree appraisal procedure is runed in a kind of Fig. 4 customer services provided in an embodiment of the present invention；

The schematic flow sheet of health degree appraisal procedure is runed in Fig. 5 another customer services provided in an embodiment of the present invention；

A kind of Fig. 6 schematic flow sheets of interaction control method provided in an embodiment of the present invention；

The schematic flow sheet of Fig. 7-a another interaction control methods provided in an embodiment of the present invention；

The schematic diagram of health degree trend graph is runed in Fig. 7-b another customer services provided in an embodiment of the present invention；

The schematic diagram of Fig. 7-c and Fig. 7-d two kinds of radar maps provided in an embodiment of the present invention；

The schematic diagram of Fig. 7-e scatter diagrams provided in an embodiment of the present invention；

The schematic diagram of health degree apparatus for evaluating is runed in a kind of Fig. 8 customer services provided in an embodiment of the present invention；

A kind of Fig. 9 schematic diagrames of crucial operation indicator apparatus for evaluating provided in an embodiment of the present invention；

A kind of Figure 10 schematic diagrames of interaction control device provided in an embodiment of the present invention；

The schematic diagram of health degree apparatus for evaluating is runed in Figure 11 another customer services provided in an embodiment of the present invention；

The schematic diagram of Figure 12 another crucial operation indicator apparatus for evaluating provided in an embodiment of the present invention；

The schematic diagram of Figure 13 another interaction control devices provided in an embodiment of the present invention.

Embodiment

The term " comprising " and " having " that occurs in description of the invention, claims and accompanying drawing and Their any deformations, it is intended that covering is non-exclusive to be included.For example contain series of steps or unit The step of process, method, system, product or equipment are not limited to list or unit, but alternatively Also include the step of do not list or unit, or alternatively also include for these processes, method, product or The intrinsic other steps of equipment or unit.In addition, term " first ", " second " and " the 3rd " etc. is The different object for distinguishing, and be not intended to describe specific order.

In the embodiment of the present invention, it is intended to provide some can be extended to from macroscopic view it is microcosmic more scientific and reasonable The scheme that health degree is runed in customer service is managed, has been assessed to which customer service operation health degree in traditional scheme can be solved Full dependence operator's subjective experience value, and then it is deficient accurately to cause customer service operation health degree to assess and manage the science of owing The problem of.

It is several possible systems provided in an embodiment of the present invention referring to Fig. 1-a~Fig. 1-b, Fig. 1-a~Fig. 1-b Configuration diagram.Wherein, Operation Server or monitoring operation server can produce (the operation of every operation indicator The original value of index may be from all kinds of operation data forms).Assessment equipment can be based on coming from Operation Server Or every operation indicator of monitoring operation server, to carry out, customer service operation health degree is assessed and crucial operation refers to Mark assessment etc..Wherein, assessment equipment is probably the 3 independently of Operation Server or monitoring operation server Method, apparatus.Certainly, monitoring operation server and assessment equipment are probably functions, that is to say, that can be with Customer service operation health degree is assessed and crucial operation indicator is assessed etc. is carried out by monitoring operation server.If operation Monitoring server and assessment equipment functions, then now assessment equipment can also directly be referred to as operation prison Control server.

Wherein, the customer service operation health degree appraisal procedure and crucial operation indicator in following embodiments of the invention Appraisal procedure etc., can be had based on the system architecture shown in Fig. 1-a~Fig. 1-b or its anamorphotic system framework Body is implemented.

For ease of understanding, the basic concepts that first may relate to below to various embodiments of the present invention carry out simple Citing is introduced.

For example, the customer service operation examination dimension mentioned in the embodiment of the present invention may following customer service operation examination dimension One or more of degree：Efficiency of service dimension, service quality dimension, CSAT dimension, service money Source dimension and cost benefit dimension.

The performance indicators of different customer service operation examination dimensions is typically different.The performance of customer service operation examination dimension refers to Mark is also referred to as the main index of dimension or latitude performance indicators of customer service operation examination dimension.Single customer service operation The optional performance indicators of examination dimension may have one or more.

For example, the performance indicators of efficiency of service dimension can be service level (Service Level).Service water Flat doubtful related operation indicator can for example include one or more of following operation indicator：Self-service clothes Business accounting, incoming call number of seats, manual request amount, average waiting duration, average treatment duration and once solve Rate etc..

In another example, the performance indicators of service quality dimension can be a fix-rate (FCR).Fix-rate Doubtful related operation indicator for example can include following operation indicator in one or more：Complaint handling Promptness rate, fatal burst errors rate, repetition the rate of complaints and upgrading the rate of complaints etc..

In another example, the performance indicators of CSAT dimension can be on-hook satisfaction.On-hook satisfaction doubt Patibhaga-nimitta, which closes operation indicator, for example may include one or more of following operation indicator：The rate of complaints, service level With fix-rate etc..

In another example, the performance indicators of Service Source dimension can be user block seat proportioning.User's seat proportioning Doubtful related operation indicator can for example include one or more in following operation indicator：Self-Service Accounting, employee attendance are led and overall turnover rate etc..

In another example, the performance indicators of cost benefit dimension can be individual calling cost.The doubtful phase of user's seat proportioning Closing operation indicator for example may include one or more in following operation indicator：Average treatment duration and self-service Service accounting etc..

It is appreciated that the customer service operation examination dimension of the example above may be optional for the part of the embodiment of the present invention Customer service operation examination dimension.The performance indicators of the customer service operation examination dimension of citing may also be real for the present invention Apply the optional performance indicators in part of example.The doubtful correlation of the performance indicators of the customer service operation examination dimension of citing Operation indicator may also be the optional doubtful related operation indicator in part of the embodiment of the present invention.But actually should With being not limited to upper citing under scene.

Wherein, every customer service operation examination dimension, performance indicators and operation indicator can combine industrywide standard (example Such as COPC (Customer Operations Performance Center, client's operating performance center) -2000) Set with operation empirical value.

Specific embodiment is first passed through below and introduces the relevant programme that crucial operation indicator is assessed, i.e., how from customer service Customer service operation examination is filtered out in several doubtful related operation indicators of the performance indicators of operation examination dimension The crucial operation indicator of the performance indicators of dimension.

Fig. 2-a are referred to, Fig. 2-a are a kind of crucial operation indicator appraisal procedures provided in an embodiment of the present invention Schematic flow sheet, as shown in Fig. 2-a citings, the crucial operation of one kind that one embodiment of the present of invention is provided Index evaluating method may include：

201st, assessment equipment determines M1 doubtful related operations of the performance indicators of customer service operation examination dimension Index.

For example, above-mentioned customer service operation examination dimension can for example be examined appointing in dimension for following customer service operation Meaning one：Efficiency of service dimension, service quality dimension, CSAT dimension, Service Source dimension and into This benefit dimension.Certainly, the customer service operation examination dimension referred in step 201 is also not limited to the example above The customer service operation examination dimension provided.

Wherein, the M1 is the integer more than or equal to 1.

Such as M1 for example can be equal to 1,2,3,4,5,6,7,8,10,21,29,36,50 or Other values.

It is main so that the M1 is the integer more than 1 as an example in the embodiment of the present invention.

202nd, assessment equipment is screened by qualitative analysis algorithm from the M1 doubtful related operation indicators Go out M2 doubtful crucial operation indicators of the performance indicators of the customer service operation examination dimension.

The M1 is more than or equal to the M2.

It is appreciated that the M2 doubtful crucial operation indicators are the M1 doubtful related operation indicators Subset.

Wherein, the M2 is the integer more than or equal to 1.

Such as M2 for example can be equal to 1,2,3,4,5,6,7,8,10,21,29,35,50 or Other values.

The qualitative analysis algorithm that various embodiments of the present invention are referred to for example may include factorial analysis algorithm and/or cluster Parser.Wherein, cluster algorithm for example can be K- mean cluster analysis algorithms.It is of course possible to Other qualitative analysis algorithms for filtering out doubtful crucial operation indicator from doubtful related operation indicator It is optional.Wherein, it can be found out the characteristics of qualitative analysis algorithm in numerous doubtful influence factors hiding Representative principal element.

203rd, assessment equipment is referred to by quantitative analysis algorithm from the M2 filtered out doubtful crucial operations M3 crucial operation indicator of the performance indicators of the customer service operation examination dimension is filtered out in mark.

The M2 is more than or equal to the M3.

It is understood that described M3 crucial operation indicator is the M2 doubtful related operation indicators Subset.

Wherein, the M3 is the integer more than or equal to 1.

Such as M3 for example can be equal to 1,2,3,4,5,6,7,8,10,21,29,34,50 or Other values.

The quantitative analysis algorithm that various embodiments of the present invention are referred to for example may include that decision Tree algorithms and/or logic are returned Reduction method etc., it is of course possible to for filtering out doubtful crucial operation indicator from doubtful related operation indicator Other quantitative analysis algorithms are also optional, such as neural network algorithm.Wherein, quantitative analysis algorithm It is mainly characterized by, in the case of On Affecting Factors In The Study is relatively fixed and research purpose is clear and definite, it may be appreciated that on earth Which factor is key factor.

Referring to Fig. 2-b, one kind exemplified Fig. 2-b screens doubtful key from doubtful related operation indicator Operation indicator, screens the process of crucial operation indicator from doubtful crucial operation indicator.

It is fixedly installed as can be seen that the technical scheme of the present embodiment has been abandoned for influenceing certain customer service operation examination The traditional mechanism of the crucial operation indicator of the performance indicators of dimension, is improved to by qualitative analysis algorithm and quantifies Parser filters out crucial operation indicator from the related operation indicator of performance indicators, and by practice can It was found that, the Filtering system of this utilization statistical analysis and data excavator reason is conducive to allowing obtained customer service to transport The accuracy of the crucial operation indicator of the performance indicators of battalion's examination dimension is higher and adaptability is stronger, and then favorably In establishing optimized integration to obtain more preferable performance indicators effect of optimization.

Further, M3 crucial operation of the performance indicators of dimension can be examined to refer to based on the customer service operation Mark calculates the score of the performance indicators of the customer service operation examination dimension.Wherein, dimension is examined in customer service operation The score of performance indicators can be used for the quality for weighing the performance indicators of customer service operation examination dimension.Such as customer service The score of the performance indicators of operation examination dimension is higher, then it represents that the performance indicators of dimension is examined in the customer service operation It is more excellent.Or the score of the performance indicators of customer service operation examination dimension is lower, then it represents that the customer service operation is examined The performance indicators of dimension is more excellent.It is appreciated that examining the performance indicators of dimension by calculating the customer service operation Score, the performance for being conducive to operation personnel more succinctly to get information about customer service operation examination dimension refers to Target is good and bad.

Fig. 3-a are referred to, Fig. 3-a are another crucial operation indicator assessment sides provided in an embodiment of the present invention The schematic flow sheet of method, as shown in Fig. 3-a citings, another pass that an alternative embodiment of the invention is provided Key operation indicator appraisal procedure may include：

301st, assessment equipment can obtain customer service operation examination dimension from Operation Server or monitoring operation server M1 doubtful related operation indicators of the performance indicators of degree.

For example, Operation Server or monitoring operation server can be sent the periodic of active to assessment equipment M1 doubtful related operation indicators of the performance indicators of customer service operation examination dimension, or, Operation Server Or monitoring operation server can also send customer service operation examination to assessment equipment and tie up when assessment equipment is asked M1 doubtful related operation indicators of the performance indicators of degree.

For example, above-mentioned customer service operation examination dimension can for example be examined appointing in dimension for following customer service operation Meaning one：Efficiency of service dimension, service quality dimension, CSAT dimension, Service Source dimension and into This benefit dimension.Certainly, the customer service operation examination dimension referred in step 301 is also not limited to the example above The customer service operation examination dimension provided.

Wherein, the M1 is the integer more than or equal to 1.It is main with the M1 in the embodiment of the present invention Exemplified by the integer more than 1.

302nd, assessment equipment is screened by factorial analysis algorithm from the M1 doubtful related operation indicators Go out M2 doubtful crucial operation indicators of the performance indicators of the customer service operation examination dimension.

The M1 is more than or equal to the M2.

Wherein, the M2 is the integer more than or equal to 1.

Optionally, in some of the invention possible embodiments, by factorial analysis algorithm from the M1 M2 that the performance indicators of the customer service operation examination dimension is filtered out in individual doubtful related operation indicator doubt For example it may include like crucial operation indicator：Dimension is examined to the customer service operation by factorial analysis algorithm respectively The doubtful related operation indicator of performance indicators analyzed, to obtain the achievement that dimension is examined in the customer service operation Imitate the significant result value and factorial regression equation of index；Wherein, the achievement of dimension is examined in the customer service operation The significant result value of index is imitated less than or equal in the case of predetermined threshold value, dimension is examined in the customer service operation Performance indicators factorial regression equation described in the relatively large nxi items of absolute value of partial regression coefficient doubt Patibhaga-nimitta closes operation indicator, for the doubtful key for the performance indicators for stating the customer service operation filtered out examination dimension Being biased back to described in the factorial regression equation of the performance indicators of dimension is examined in operation indicator, or the customer service operation The absolute value of coefficient is returned to be more than threshold value txi doubtful related operation indicator, for the customer service operation filtered out Examine the doubtful crucial operation indicator of the performance indicators of dimension.

303rd, assessment equipment is doubted by decision Tree algorithms and logistic regression algorithm from the M2 filtered out Like M3 crucial fortune of the performance indicators that the customer service operation examination dimension is filtered out in crucial operation indicator Seek index.

The M2 is more than or equal to the M3.

Wherein, the M3 is the integer more than or equal to 1.

Optionally, in some of the invention possible embodiments, by logistic regression algorithm from the visitor Crucial operation indicator screening is carried out in the doubtful crucial operation indicator of the performance indicators of clothes operation examination dimension As a result, with the doubtful crucial operation for the performance indicators for examining dimension from the customer service operation by decision Tree algorithms The result that crucial operation indicator screening is carried out in index is mutually matched that (result, which is mutually matched, is construed as result Consistent or result similarity is more than given threshold) in the case of, pass through logistic regression algorithm (or decision tree Algorithm) examined from the customer service operation dimension performance indicators doubtful crucial operation indicator in the pass that filters out Key operation indicator, is the crucial operation indicator of the performance indicators of the customer service operation examination dimension.

304th, assessment equipment examines M3 crucial operation of the performance indicators of dimension based on the customer service operation Index calculates the score of the performance indicators of the customer service operation examination dimension.

It is appreciated that examining M3 crucial operation indicator of the performance indicators of dimension to calculate based on customer service operation The related algorithm of the score of the performance indicators of customer service operation examination dimension be it is diversified, can basis It is actually needed to select.

M3 crucial operation indicator of the performance indicators of dimension is for example examined to calculate based on the customer service operation The score of the performance indicators of the customer service operation examination dimension may include：Dimension is examined into the customer service operation Conversion is normalized in the original value or standardized value of the crucial operation indicator of M3 of performance indicators, obtains institute State the normalization numerical value of M3 crucial operation indicator of the performance indicators of customer service operation examination dimension；To described The normalization numerical value of M3 crucial operation indicator of the performance indicators of customer service operation examination dimension carries out quadrature Or weighted quadrature processing, to obtain the score that the performance indicators of dimension is examined in the customer service operation.

Optionally, in some possible embodiments of the invention, the performance of dimension is examined in the customer service operation The crucial operation indicator xij of index normalization numerical value is equal to business obtained from xij_1 divided by xij_2, described Xij_2 is equal to the history maximum xij_max and history minimum value xij_min of the crucial operation indicator xij Between difference absolute value；The original value and history that the xij_1 is equal to the crucial operation indicator xij are minimum The absolute value of difference between value xij_min, or the xij_1 are equal to the original of the crucial operation indicator xij The absolute value of difference between value and history maximum xij_max.The crucial operation indicator xij is the M3 Any one crucial operation indicator in individual crucial operation indicator.

305th, the score of the performance indicators of the exportable customer service operation examination dimension of assessment equipment and the visitor M3 crucial operation indicator of the performance indicators of clothes operation examination dimension.

Such as assessment equipment can show that the performance indicators of dimension is examined in the customer service operation on display interface Score.Assessment equipment can also show that the performance indicators of dimension is examined in the customer service operation on display interface M3 crucial operation indicator.

Wherein, the score of the performance indicators of customer service operation examination dimension can be used for weighing customer service operation examination dimension The quality of the performance indicators of degree.The score of such as performance indicators of customer service operation examination dimension is higher, then it represents that The performance indicators of customer service operation examination dimension is more excellent.Or the performance indicators of customer service operation examination dimension Divide lower, then it represents that the performance indicators of customer service operation examination dimension is more excellent.It is appreciated that by calculating The score of the performance indicators of customer service operation examination dimension is stated, is conducive to operation personnel more succinctly to get information about The quality of the performance indicators of the customer service operation examination dimension.

It is fixedly installed as can be seen that the technical scheme of the present embodiment has been abandoned for influenceing certain customer service operation examination The traditional mechanism of the crucial operation indicator of the performance indicators of dimension, is improved to by factorial analysis algorithm and logic Regression algorithm etc., to filter out crucial operation indicator from the related operation indicator of performance indicators, and passes through reality Trampling to find, the Filtering system of this utilization statistical analysis of assessment equipment and data excavator reason, be conducive to allowing Obtained customer service operation examines the accuracy of the crucial operation indicator of the performance indicators of dimension higher and adaptability It is stronger, and then be conducive to establishing optimized integration to obtain more preferable performance indicators effect of optimization.

For ease of being better understood from the crucial operation indicator appraisal procedure referred in above-described embodiment, below by Some specific scenes illustrate to describe.

Below to carry out being introduced exemplified by crucial operation indicator is assessed for efficiency of service dimension.

Assessment equipment first obtains the performance of efficiency of service dimension from Operation Server or monitoring operation server Several doubtful related operation indicators of index (service level)：It is manual request amount, incoming call number of seats, average Waiting time, average call duration, abandonment rate and a fix-rate.

Doubtful correlation of the assessment equipment by factorial analysis algorithm respectively to the performance indicators of efficiency of service dimension Operation indicator is analyzed, with the significant result value of the performance indicators that obtains the efficiency of service dimension and because Sub- regression equation.

The factorial regression equation of factorial analysis algorithm output can be as follows：Z service levels=0.903- (0.019*Z Manual request amount)+(0.023*Z Self-Services accounting)-(0.003*Z incoming calls number of seats)-(0.025*Z Average waiting duration)-(0.009*Z average call durations)-(0.026*Z abandonment rates)-(0.010*Z mono- Secondary fix-rate).

Wherein, in above-mentioned equation " Z indexs " represent substitute into equation be the index original value conversion after Obtained mark value.

According to the factorial regression equation and significant result (P values of analysis output<0.05), it can be deduced that with Draw a conclusion：1) index such as abandonment rate, average waiting duration and Self-Service accounting is to service level index shadow Ring relatively large (partial regression coefficient is relatively large).2) These parameters belong to customer factors, therefore such as Need to improve service level index need to from the aspect of customer factors resolution policy.

The doubtful crucial operation indicator gone out for above-mentioned steps Analysis and Screening, is returned by logic (Logistic) The further Analysis and Screening of reduction method wherein which or which index degree of association is stronger.

For example export Logistic regression equations：Logit (P)=40.374-2.262* average waiting durations -2.127* Abandonment rate.

Wherein, according to Logistic) regression algorithm analysis output equation and significant result (P values<0.05) It can draw to draw a conclusion：The influence of average waiting duration and abandonment rate successively to service level index is relative to be Maximum.

Optionally, can be by the power of the Analysis on Decision Tree Algorithm index degree of association, confirmation Logistic is returned The result of algorithm.For example shown in Fig. 3-b citings, the result exported according to decision Tree algorithms can be seen that, average The influence of waiting time and abandonment rate to service level is notable, the result and Logistic of decision Tree algorithms output The result matching of regression algorithm.

Therefore, assessment equipment finally filters out the crucial operation indicator of service level (crucial operation indicator can be recognized To be the degree of association most strong operation indicator) it is average waiting duration and abandonment rate.

Referring to Fig. 3-c, a kind of doubtful phase of exemplified Fig. 3-c performance indicators from efficiency of service dimension Close in operation indicator and screen doubtful crucial operation indicator, crucial operation is screened from doubtful crucial operation indicator and is referred to Target process.

Wherein, the example above carries out carrying out exemplified by crucial operation indicator is assessed primarily directed to efficiency of service dimension Introduce, the embodiment assessed for the crucial operation indicator of other customer services operation volume examination dimension progress can With by that analogy.

Fig. 4 is referred to, Fig. 4 is a kind of customer service operation health degree appraisal procedure provided in an embodiment of the present invention Schematic flow sheet, as shown in Fig. 4 citings, a kind of customer service operation that an alternative embodiment of the invention is provided is good for Kang Du appraisal procedures may include：

401st, assessment equipment determines the doubtful related operation of the performance indicators of N number of customer service operation examination dimension Index.

Wherein, the N is the integer more than 1.

For example, N number of customer service operation examination dimension for example may include in following customer service operation examination dimension It is one or more：Efficiency of service dimension, service quality dimension, CSAT dimension, Service Source dimension With cost benefit dimension.Certainly, the customer service operation examination dimension referred in step 401 is also not limited to above-mentioned Dimension is examined in the customer service operation provided of illustrating.

402nd, assessment equipment by qualitative analysis algorithm respectively from dimension is examined in the N number of customer service operation Doubtful crucial fortune is filtered out in the doubtful related operation indicator of the performance indicators of each customer service operation examination dimension Seek index.

403rd, assessment equipment is examined from the N number of customer service operation filtered out respectively by quantitative analysis algorithm Filtered out in the doubtful crucial operation indicator of the performance indicators of each customer service operation examination dimension in core dimension Crucial operation indicator.

It is appreciated that for each customer service fortune in N number of customer service operation examination dimension in the present embodiment The performance indicators of battalion's examination dimension, filter out corresponding crucial operation indicator specific implementation refer to it is above-mentioned The crucial operation indicator appraisal procedure that embodiment is introduced.

Assuming that N number of customer service operation examination dimension includes efficiency of service dimension, service quality dimension, Ke Human Meaning degree dimension, Service Source dimension and cost benefit dimension, then just can filter out efficiency of service dimension respectively The crucial operation indicator of performance indicators, the crucial operation indicator of the performance indicators of service quality dimension, family it is full The crucial operation of the crucial operation indicator, the performance indicators of Service Source dimension of the performance indicators of meaning degree dimension refers to The crucial operation indicator of mark and the performance indicators of cost benefit dimension, other situations are by that analogy.

404th, assessment equipment examines dimension based on each customer service operation in N number of customer service operation examination dimension The crucial operation indicator of the performance indicators of degree, calculates every in N number of customer service operation examination dimension respectively The score of the performance indicators of individual customer service operation examination dimension.

405th, the score of performance indicators of the assessment equipment based on N number of customer service operation examination dimension assesses visitor Take the health degree of operation.

Wherein, under some application scenarios, the health degree of customer service operation may also be referred to as customer service fortune Seek index (CSOI, Customer Service Operation Index).

Fig. 5 is referred to, Fig. 5 is a kind of customer service operation health degree appraisal procedure provided in an embodiment of the present invention Schematic flow sheet, as shown in Fig. 5 citings, a kind of customer service operation that an alternative embodiment of the invention is provided is good for Kang Du appraisal procedures may include：

501st, assessment equipment obtains N number of customer service operation examination from Operation Server or monitoring operation server The doubtful related operation indicator of the performance indicators of dimension.

Wherein, the N is the integer more than 1.

For example, N number of customer service operation examination dimension for example may include in following customer service operation examination dimension It is one or more：Efficiency of service dimension, service quality dimension, CSAT dimension, Service Source dimension With cost benefit dimension.Certainly, the customer service operation examination dimension referred in step 501 is also not limited to above-mentioned Dimension is examined in the customer service operation provided of illustrating.

502nd, assessment equipment by factorial analysis algorithm respectively from dimension is examined in the N number of customer service operation Doubtful crucial fortune is filtered out in the doubtful related operation indicator of the performance indicators of each customer service operation examination dimension Seek index.

Optionally, in some possible embodiments of the invention, by factorial analysis algorithm respectively from described The doubtful related fortune of the performance indicators of each customer service operation examination dimension in N number of customer service operation examination dimension Filtering out doubtful crucial operation indicator in battalion's index can include：

503rd, assessment equipment is by decision Tree algorithms and logistic regression algorithm, respectively from the N filtered out The doubtful crucial operation of the performance indicators of each customer service operation examination dimension in individual customer service operation examination dimension Crucial operation indicator is filtered out in index.

Optionally, in some possible embodiments of the present invention, by logistic regression algorithm from customer service Crucial operation indicator screening is carried out in the doubtful crucial operation indicator of operation examination dimension xi performance indicators As a result, with the doubtful key for the performance indicators for examining dimension xi from the customer service operation by decision Tree algorithms The result that crucial operation indicator screening is carried out in operation indicator is mutually matched that (result, which is mutually matched, to be construed as As a result consistent or result similarity is more than given threshold) in the case of, pass through (or the decision-making of logistic regression algorithm Tree algorithm) filtered out from the doubtful crucial operation indicator of customer service operation examination dimension xi performance indicators Crucial operation indicator is the crucial operation indicator for the performance indicators that dimension xi is examined in the customer service operation.It is described Customer service operation examination dimension xi is any one in N number of customer service operation examination dimension.

504th, assessment equipment examines dimension based on each customer service operation in N number of customer service operation examination dimension The crucial operation indicator of the performance indicators of degree, calculates every in N number of customer service operation examination dimension respectively The score of the performance indicators of individual customer service operation examination dimension.

Optionally, in some possible embodiments of the present invention, examined based on N number of customer service operation The crucial operation indicator of the performance indicators of each customer service operation examination dimension in core dimension calculates described respectively The score of the performance indicators of N number of customer service operation examination dimension can include：By customer service operation examination dimension xi Performance indicators crucial operation indicator original value or standardized value conversion is normalized, it is described to obtain The normalization numerical value of the crucial operation indicator of customer service operation examination dimension xi performance indicators；To the customer service The normalization numerical value of the crucial operation indicator of operation examination dimension xi performance indicators carries out quadrature or weighting is asked Product processing, with the score for the performance indicators for obtaining the customer service operation examination dimension xi, the customer service operation It is any one in N number of customer service operation examination dimension to examine dimension xi.

Optionally, in some possible embodiments of the invention, customer service operation examination dimension xi performance The crucial operation indicator xij of index normalization numerical value is equal to business obtained from xij_1 divided by xij_2, described Xij_2 is equal to the history maximum xij_max and history minimum value xij_min of the crucial operation indicator xij Between difference absolute value；The original value and history that the xij_1 is equal to the crucial operation indicator xij are minimum The absolute value of difference between value xij_min, or the xij_1 are equal to the original of the crucial operation indicator xij The absolute value of difference between initial value and history maximum xij_max.Wherein, the crucial operation indicator xij Any one crucial operation indicator of dimension xi performance indicators is examined for the customer service operation.

505th, the score of performance indicators of the assessment equipment based on N number of customer service operation examination dimension assesses visitor Take the health degree of operation.

Optionally, it is described based on N number of customer service fortune in some possible embodiments of the present invention The health degree that the score of the performance indicators of battalion's examination dimension assesses customer service operation can include：Will be described N number of The normalization score of the performance indicators of customer service operation examination dimension carries out summation process to obtain customer service operation Health degree；Or examine the normalization score of the performance indicators of dimension to be added N number of customer service operation Summation process is weighed to obtain the health degree of customer service operation.

For example examine the normalization score of the performance indicators of dimension to be weighted N number of customer service operation to ask Also include before health degree with processing to obtain customer service operation：Weighted sum is obtained by factorial analysis algorithm The weight of the performance indicators of the N number of customer service operation examination dimension used required for processing.Or weighting The weight of the performance indicators of the N number of customer service operation examination dimension used required for summation process can also It is default weight.

506th, assessment equipment can further export the health degree of the customer service operation evaluated.

Such as assessment equipment can show the health degree for the customer service operation for estimating on display interface.For example comment Estimating equipment can be good in display interface displaying customer service operation health degree trend graph (such as K line charts), customer service operation Can be showed in Kang Du trend graphs multiple unit time periods (unit time period for example can for hour, day, week or Month etc.) corresponding customer service operation health degree.Displaying customer service operation health degree trend graph is easy to user intuitively quick Learn customer service operation health degree tendency change, further, assessment equipment may also provide that data are lower layer by layer to bore Mechanism, in order to user step by step understanding influence certain unit time period customer service run health degree those customer services Crucial operation indicator of performance indicators of operation examination dimension etc..

For ease of being best understood from the customer service operation health degree appraisal procedure referred in above-described embodiment, below by Some specific scenes illustrate to describe.

It is how crucial for some client operation examination dimension progress due to having been schematically illustrated in above-described embodiment The embodiment that operation indicator is assessed.Below just mainly for how based on some customer service operation examination dimension The crucial operation indicator of performance indicators calculates the score of its performance indicators, how to be examined based on N number of customer service operation The score of the performance indicators of core dimension assesses the health degree of customer service operation to illustrate.

Customer service operation is examined to the original value or standardized value of the crucial operation indicator of dimension xi performance indicators Conversion is normalized, is referred to obtaining the crucial operation of performance indicators of the customer service operation examination dimension xi Target normalizes numerical value.

Operation indicator can be divided into figureofmerit and rate index, wherein, figureofmerit and rate index can be divided into positive again Close to index (positive correlation is the bigger the better to target value is referred to, bigger bigger to performance indicators image weight) and bear To index (negative sense desired value is the smaller the better, smaller bigger to performance mark image weight).

The numerical value conversion to this 4 kinds of indexs is illustrated respectively below：

Positive figureofmerit, such as call volume per hour per capita, numerical value is bigger, and explanation operator's efficiency is higher.

Assuming that the history maximum of certain call center's index, history minimum value are respectively 60,30, and work as Preceding value is 40, then the normalization numerical value after currency conversion can be (maximum for (currency-minimum value) ÷ Value-minimum value)=(40-30) ÷ (60-30)=0.33.

Negative sense figureofmerit, such as average treatment duration (can abbreviation AHT), angle of the call center from cost Consider, be typically desirable to average treatment duration as far as possible shorter.Assuming that the history of certain call center's index is most Big value, history minimum value are respectively 120 seconds, 80 seconds, and current AHT values are 90 seconds, then currently Normalization numerical value after AHT conversions can be (maximum-currency) ÷ (maximum-minimum value)=(120-90) ÷ (120-80)=0.75.

Positive rate index, such as service level (are also N seconds percent of call completeds, abbreviation SL).This index can be straight Connect service index value, it is not necessary to change.That is, the original value of positive rate index can be equal to normalization Numerical value.

Negative sense rate index, such as abandonment rate (abbreviation AR (Abandon Rate)), the conversion of this index Mode is identical with negative sense figureofmerit.For example assume that the maximum of the index, minimum value are respectively 50% in history With 1%, and currency is 5%, then the normalization numerical value after current AR conversions be, for example, (maximum-when Preceding value) ÷ (maximum-minimum value)=(50%-5%) ÷ (50%-1%)=0.92.

The normalization numerical value of the crucial operation indicator of dimension xi performance indicators is examined to ask to customer service operation Product or weighted quadrature processing, with the score for the performance indicators for obtaining customer service operation examination dimension xi.To service Exemplified by efficiency dimension, the dimension includes following crucial operation indicator：Service level (SL) and average waiting Duration (ASA), it is assumed that the normalization numerical value of two crucial operation indicators is respectively 0.9,0.8, then services The score of the performance indicators of efficiency dimension is, for example, both products：0.9*0.8=0.72.

If in addition, the score of the performance indicators of efficiency of service dimension be not normalization score, can also to service The score of the performance indicators of efficiency dimension is normalized, for example, it is assumed that dimension is examined in certain customer service operation History maximum, the history minimum value of performance indicators score be respectively 0.8,0.2, also, its currency For 0.6, then the mark score of the performance indicators of customer service operation examination dimension for example can for (currency- Minimum value) ÷ (maximum-minimum value)=(0.6-0.2) ÷ (0.8-0.2)=0.67.

Certainly, normalization numerical value of the score of the performance indicators of dimension from operation indicator is examined in customer service operation Product, span is 0~1, therefore can not also be changed, and is examined directly as corresponding customer service operation The score of the performance indicators of dimension.

Further, assessment equipment examines the score of the performance indicators of dimension to assess based on N number of customer service operation The health degree of customer service operation.

It is assumed to be following 5 customer service operations examination dimension：Efficiency of service dimension, service quality dimension, client Satisfaction dimension, Service Source dimension, cost benefit dimension, where it is assumed that each customer service operation examination dimension It is 20% that weight shared by the performance indicators of degree, which is assumed, also, current each customer service operation examination dimension scores point It is not：0.67th, 0.75,0.8,0.72 and 0.6, then, the health degree of final customer service operation for example may be used Think (0.67*20%+0.75*20%+0.8*20%+0.72*20%+0.6*20%)/100%=0.708.

Wherein, this is to use average weighted method, calculates the value model of the health degree of obtained customer service operation Enclose for 0~1.

Certainly, weight shared by the performance indicators of each customer service operation examination dimension can not also be equal, and for example cost is imitated Beneficial dimension, Service Source dimension, service quality dimension, the institute of efficiency of service dimension and CSAT dimension Accounting for weight for example also can be respectively：3.1%th, 23.6%, 36.9%, 21.8% and 14.6%.

So, final customer service operation health degree can be again then：(performance indicators of cost benefit dimension The performance of the score * 23.6%+ service quality dimensions of the performance indicators of score * 3.1%+ Service Source dimensions refers to The score * 21.8%+ CSAT dimensions of the performance indicators of target score * 36.9%+ efficiency of service dimensions The score * 14.6% of performance indicators)/100%.

Collect in other embodiments of the present invention, can also be tieed up by N number of customer service operation examination of summing The score of the performance indicators of degree runs health degree to obtain customer service, now, and the value model of health degree is runed in customer service Enclose for 0~N points (N is customer service operation examination dimension number).

Certainly, weight shared by each customer service operation examination dimension is also not limited to the example above, can also be according to need It is set to other values.Or, it can obtain what is used required for weighted sum is handled by factorial analysis algorithm The weight of the performance indicators of each customer service operation examination dimension.

Some the interactive controlling schemes that can be used for carrying out data display, these interactive controlling schemes are introduced further below It can be used for each item data obtained by above-described embodiment scheme carrying out specific aim displaying.

Fig. 6 is referred to, Fig. 6 is a kind of flow for interaction control method that one embodiment of the present of invention is provided Schematic diagram, as shown in Fig. 6 citings, a kind of interaction control method that one embodiment of the present of invention is provided can be with Including：

601st, interactive control equipment works as have received runs health degree for the customer service shown on display interface First choice is instructed, and dimension scores can be shown on display interface object is presented to respond the first choice Instruction.

Wherein, the dimension scores, which are presented, shows in object used in the calculating customer service operation health degree The score of the performance indicators of N number of customer service operation examination dimension.

Wherein, interactive control equipment for example can be assessment equipment, monitoring operation server, Operation Server Or other equipment.

602nd, the customer service fortune that interactive control equipment is presented in receiving for dimension scores presentation object Second selection instruction of the score of battalion examination dimension xi performance indicators, shows key on display interface Object is presented to respond second selection instruction in operation indicator contribution, wherein, the crucial operation indicator tribute Offer the crucial operation indicator for the performance indicators that the customer service operation examination dimension xi is showed in presentation object Statistical value, the N is the integer more than 1, and the customer service operation examination dimension xi is N number of customer service Any one in dimension is examined in operation.

Optionally, first choice instructs targeted customer service operation health degree to be carried based on the embodiment of the present invention Any one customer service operation health degree appraisal procedure supplied is obtained.

Fig. 7-a are referred to, Fig. 7-a are another interactive controlling sides that an alternative embodiment of the invention is provided The schematic flow sheet of method, as shown in Fig. 7-a citings, another friendship that an alternative embodiment of the invention is provided Mutual control method can include：

701st, interactive control equipment shows that health degree trend graph, the customer service are runed in customer service on display interface The corresponding customer service operation health degree of multiple unit time periods is showed in operation health degree trend graph.

For example, the form of expression of customer service operation health degree trend graph for example can be the K as shown in illustrating Fig. 7-b Line chart.

702nd, interactive control equipment is worked as and have received for Ti pairs of unit time period in the multiple unit time period The first choice instruction for the customer service operation health degree answered, can show dimension scores presentation pair on display interface As being instructed with responding the first choice.

Wherein, each unit time period can be point, hour, day, week or the moon etc..

Wherein, first choice instruction can specifically be click on instruction or command line instructions etc..

Wherein, the dimension scores, which are presented, shows in object used in the calculating customer service operation health degree The score of the performance indicators of N number of customer service operation examination dimension.Presented specifically, dimension scores are presented in object Go out to calculate N number of customer service operation examination dimension used in the corresponding customer service operation health degrees of the unit time period Ti The score of the performance indicators of degree.

For example, the form of expression of the dimension scores presentation object may include the following form of expression at least A kind of form, radar map, post dress accumulation graph and cake chart.Wherein, such as the exemplified dimension scores of Fig. 7-c The possible form of expression that object is radar map is presented.

703rd, the customer service fortune that interactive control equipment is presented in receiving for dimension scores presentation object Second selection instruction of the score of battalion examination dimension xi performance indicators, shows key on display interface Object is presented to respond second selection instruction in operation indicator contribution, wherein, the crucial operation indicator tribute Offer the crucial operation indicator for the performance indicators that the customer service operation examination dimension xi is showed in presentation object Statistical value, the N is the integer more than 1, and the customer service operation examination dimension xi is N number of customer service Any one in dimension is examined in operation.

For example, the form of expression that object is presented in the crucial operation indicator contribution may include to show shape as follows At least one form, radar map, post dress accumulation graph and the cake chart of formula.Wherein, as Fig. 7-d are exemplified The possible form of expression that object is radar map is presented in crucial operation indicator contribution.

704th, interactive control equipment is in it have received for the crucial operation indicator contribution presentation object 3rd selection of the crucial operation indicator xii of existing customer service operation examination dimension xi performance indicators statistical value Instruction, detailed data is shown on display interface object is presented to respond the 3rd selection instruction.

Wherein, when showing the crucial operation indicator xii correspondences unit in the detailed data presentation object Section Ti detailed data.

For example, the form of expression that object is presented in the detailed data can be scatter diagram.Fig. 7-e citings are shown Go out detailed data and the possible form of expression that object is scatter diagram is presented.

It is assumed that it can be seen that the performance indicators of dimension is examined in each customer service operation on the radar map shown in Fig. 7-c Score, at this moment find cost benefit dimension performance indicators score it is relatively low, then on radar map click on The score of the performance indicators of cost benefit dimension continues lower brill, opens the radar map shown in Fig. 7-d.In figure The score of each crucial operation indicator under customer service operation examination dimension can be seen in radar map shown in 7-d, at this moment sends out Existing average treatment duration (AHT) score is relatively low, in being to continue with clicking on the AHT scores, opens Fig. 7-e The detailed data scatter diagram of shown AHT indexs.Can see by average value in detailed data scatter diagram and Each data point that stability is divided into 4 quadrants, such as scatter diagram represents a teams and groups.AHT is equal Value small (numerical value is small) and the good teams and groups of stability are mark post teams and groups, AHT averages big (numerical value is big) and The bad teams and groups of stability are to be modified.The AHT performances of teams and groups to be modified are lifted, can be to overall fortune Battalion's effect brings positive influence.

Further, teams and groups' data point can be clicked on to be accurate to operator's granularity, mark post operator is recognized and treat Improved operator, pointedly to take operation means (to be directed to operator's organizing training to be modified, mark post Experience is shared), the overall operation health degree of final lifting.

Optionally, methods described also includes：Used when receiving triggering modification assessment customer service operation health degree After the modification instruction of formula, formula used in the assessment customer service operation health degree is modified with sound Answer the modification instruction.

The modification mechanism of formula used in customer service operation health degree, this modification interface are assessed due to introducing Opening allow user to come flexibly to change formula, and then be conducive to obtaining under special scenes as needed Obtain more valuable result.

The relevant apparatus for implementing such scheme is also provided below.

Embodiments of the invention provide a kind of customer service operation health degree apparatus for evaluating 800.The customer service operation is good for The unit that Kang Du apparatus for evaluating 800 includes is able to carry out in any one customer service provided in an embodiment of the present invention Run health degree appraisal procedure.

Referring to Fig. 8, customer service operation health degree apparatus for evaluating 800 can for example include：

Determining unit 810, the doubtful related fortune of the performance indicators for determining N number of customer service operation examination dimension Seek index.

Screening unit 820, for examining dimension from N number of customer service operation respectively by qualitative analysis algorithm In each customer service operation examination dimension performance indicators doubtful related operation indicator in filter out doubtful pass Key operation indicator；Dimension is examined from the N number of customer service operation filtered out by quantitative analysis algorithm respectively In each customer service operation examination dimension performance indicators doubtful crucial operation indicator in filter out crucial fortune Seek index.

Assessment unit 830, for being examined based on each customer service operation in N number of customer service operation examination dimension The crucial operation indicator of the performance indicators of core dimension, is calculated in N number of customer service operation examination dimension respectively Each customer service operation examination dimension performance indicators score；Based on N number of customer service operation examination dimension The score of the performance indicators of degree assesses the health degree of customer service operation, wherein, the N is more than or equal to 2 Integer.

Optionally, in some possible embodiments of the present invention, based on N number of customer service operation The crucial operation indicator of the performance indicators of each customer service operation examination dimension in examination dimension calculates institute respectively The aspect of the score of the performance indicators of N number of customer service operation examination dimension is stated,

The assessment unit 830 is specifically for customer service operation to be examined to the key of dimension xi performance indicators Conversion is normalized in the original value or standardized value of operation indicator, to obtain the customer service operation examination dimension The normalization numerical value of the crucial operation indicator of xi performance indicators；Dimension xi's is examined to the customer service operation The normalization numerical value of the crucial operation indicator of performance indicators carries out quadrature or weighted quadrature processing, described to obtain The score of customer service operation examination dimension xi performance indicators, the customer service operation examination dimension xi is the N Any one in dimension is examined in individual customer service operation.

The crucial operation indicator xij of such as described customer service operation examination dimension xi performance indicators normalization number Value is equal to business obtained from xij_1 divided by xij_2, and the xij_2 is equal to the crucial operation indicator xij's The absolute value of difference between history maximum xij_max and history minimum value xij_min；The xij_1 is equal to The absolute value of difference between the original value and history minimum value xij_min of the crucial operation indicator xij, or Xij_1 described in person is equal to poor between the original value of the crucial operation indicator xij and history maximum xij_max The absolute value of value；Wherein, the crucial operation indicator xij is the performance that dimension xi is examined in the customer service operation The crucial operation indicator of any one of index.

Optionally, in some possible embodiments of the present invention, based on N number of customer service operation The score of the performance indicators of dimension is examined to assess the aspect for the health degree that customer service is runed, the assessment unit 830 Specifically for examining the normalization score of the performance indicators of dimension to be summed N number of customer service operation Handle to obtain the health degree of customer service operation；Or examine the performance of dimension to refer to N number of customer service operation Target normalization score is weighted summation process to obtain the health degree of customer service operation.

Optionally, in some possible embodiments of the present invention, the assessment unit 830 is additionally operable to By the normalization score of the performance indicators of the N number of customer service operation examination dimension be weighted summation process with Before the health degree for obtaining customer service operation, obtain using required for weighted sum processing by factorial analysis algorithm The N number of customer service operation examination dimension performance indicators weight.

Optionally, the present invention some possible embodiments in, by qualitative analysis algorithm respectively from The doubtful phase of the performance indicators of each customer service operation examination dimension in N number of customer service operation examination dimension The aspect that doubtful crucial operation indicator is filtered out in operation indicator is closed, the screening unit 820 is specifically for logical Cross factorial analysis algorithm and examine dimension from each customer service operation in N number of customer service operation examination dimension respectively Doubtful crucial operation indicator is filtered out in the doubtful related operation indicator of the performance indicators of degree；Or pass through cluster point Analyse the performance that algorithm examines dimension from each customer service operation in N number of customer service operation examination dimension respectively Doubtful crucial operation indicator is filtered out in the doubtful related operation indicator of index.

For example it is described by factorial analysis algorithm respectively from the N number of customer service operation examine dimension in it is each Doubtful crucial operation is filtered out in the doubtful related operation indicator of the performance indicators of customer service operation examination dimension to refer to Mark can include：Each in dimension is examined to N number of customer service operation respectively by factorial analysis algorithm The doubtful related operation indicator of the performance indicators of customer service operation examination dimension is analyzed, to obtain the N The significant result value of the performance indicators of each customer service operation examination dimension in individual customer service operation examination dimension With factorial regression equation；Examined in customer service operation the significant result value of dimension xi performance indicators be less than or In the case of equal to predetermined threshold value, the factorial regression side of the performance indicators of the customer service operation examination dimension xi The relatively large doubtful related operation indicator of nxi items of the absolute value of partial regression coefficient described in journey, to state sieve The doubtful crucial operation indicator of the customer service operation examination dimension xi selected performance indicators；Or the visitor The absolute value of partial regression coefficient described in the factorial regression equation of clothes operation examination dimension xi performance indicators Doubtful related operation indicator more than threshold value txi, for the customer service operation examination dimension xi filtered out achievement The doubtful crucial operation indicator of index is imitated, wherein, the customer service operation examination dimension xi is N number of visitor Any one in dimension is examined in clothes operation.

Optionally, the present invention some possible embodiments in, by quantitative analysis algorithm respectively from The performance indicators of dimension is examined in each customer service operation in the N number of customer service operation examination dimension filtered out Doubtful crucial operation indicator in filter out the aspect of crucial operation indicator, the screening unit 820 can be specific For by decision Tree algorithms and/or logistic regression algorithm respectively from the N number of customer service operation filtered out Examine each customer service operation in dimension to examine in the doubtful crucial operation indicator of the performance indicators of dimension to screen Go out crucial operation indicator.

Embodiments of the invention provide a kind of crucial operation indicator apparatus for evaluating 900.The crucial operation indicator The unit that apparatus for evaluating 900 includes is able to carry out in any one key operation provided in an embodiment of the present invention Index evaluating method.

Referring to Fig. 9, crucial operation indicator apparatus for evaluating 900 can for example include：

Determining unit 910, M1 doubtful correlations of the performance indicators for determining customer service operation examination dimension Operation indicator.

Screening unit 920, for by qualitative analysis algorithm from the M1 doubtful related operation indicators Filter out M2 doubtful crucial operation indicators of the performance indicators of the customer service operation examination dimension；By fixed Amount parser filters out the customer service operation from the M2 filtered out doubtful crucial operation indicators Examine M3 crucial operation indicator of the performance indicators of dimension, the M1, the M2 and the M3 For positive integer, the M1 is more than or equal to the M2, and the M2 is more than or equal to the M3.

Optionally, in some possible embodiments of the present invention, by qualitative analysis algorithm from described M2 of the performance indicators of the customer service operation examination dimension are filtered out in M1 doubtful related operation indicators The aspect of doubtful crucial operation indicator, the screening unit 920 specifically for, by factorial analysis algorithm from The performance indicators of the customer service operation examination dimension is filtered out in the M1 doubtful related operation indicators M2 doubtful crucial operation indicators；Or referred to by cluster algorithm from the M1 doubtful related operations M2 doubtful crucial operation indicators of the performance indicators of the customer service operation examination dimension are filtered out in mark.

The visitor is for example filtered out from the M1 doubtful related operation indicators by factorial analysis algorithm M2 doubtful crucial operation indicators of the performance indicators of clothes operation examination dimension, including：

Optionally, in some possible embodiments of the present invention, by quantitative analysis algorithm from screening The performance that the customer service operation examination dimension is filtered out in the M2 doubtful crucial operation indicators gone out refers to The aspect of the crucial operation indicator of target M3, the screening unit 920 by decision tree specifically for being calculated Method and/or logistic regression algorithm filter out described from the M2 filtered out doubtful crucial operation indicators M3 crucial operation indicator of the performance indicators of customer service operation examination dimension.

Optionally, in some possible embodiments of the present invention, described device 900 also includes：Assess Unit 930, M3 key operation indicator of the performance indicators for the customer service operation to be examined to dimension Conversion is normalized in original value or standardized value, obtains the performance indicators of the customer service operation examination dimension The normalization numerical value of M3 crucial operation indicator；The performance indicators of dimension is examined to the customer service operation The normalization numerical value of M3 crucial operation indicator carries out quadrature or weighted quadrature processing, to obtain the customer service The score of the performance indicators of operation examination dimension.

The crucial operation indicator xij of the performance indicators of such as described customer service operation examination dimension normalization numerical value Equal to business obtained from xij_1 divided by xij_2, the xij_2 is equal to going through for the crucial operation indicator xij The absolute value of difference between history maximum xij_max and history minimum value xij_min；The xij_1 is equal to institute State the absolute value of difference between crucial operation indicator xij original value and history minimum value xij_min, or institute State difference between original values of the xij_1 equal to the crucial operation indicator xij and history maximum xij_max Absolute value；The crucial operation indicator xij is any one key in described M3 crucial operation indicator Operation indicator.

Embodiments of the invention provide a kind of interaction control device 1000.The interaction control device 1000 is wrapped The unit included is able to carry out in any one interaction control method provided in an embodiment of the present invention.

Referring to Figure 10, interaction control device 1000 can for example include：

First response unit 1010, health is runed for working as to receive for the customer service shown on display interface The first choice instruction of degree, dimension scores is shown on display interface object is presented to respond first choosing Instruction is selected, the dimension scores, which are presented, shows N used in the calculating customer service operation health degree in object The score of the performance indicators of individual customer service operation examination dimension.

Second response unit 1020, for what is presented in receiving for dimension scores presentation object Second selection instruction of the score of customer service operation examination dimension xi performance indicators, shows on display interface Go out crucial operation indicator contribution and object is presented to respond second selection instruction, wherein, the crucial operation The crucial operation for the performance indicators that the customer service operation examination dimension xi is showed in object is presented in index contribution The statistical value of index, the N is the integer more than 1, and the customer service operation examination dimension xi is the N Any one in dimension is examined in individual customer service operation.

Optionally, in some possible embodiments of the present invention,

The interaction control device 1000 includes：

Display control unit 1030, for receiving the customer service operation health for being shown on display interface Before the first choice instruction of degree, customer service operation health degree trend graph, the customer service are shown on display interface The corresponding customer service operation health degree of multiple unit time periods, first choosing are showed in operation health degree trend graph The corresponding customer service operation health degrees of unit time period Ti that instruction is directed in the multiple unit time period are selected, it is described The corresponding customer service operation health degrees of the calculating unit time period Ti are showed in dimension scores presentation object to be made The score of the performance indicators of N number of customer service operation examination dimension.

Optionally, in some possible embodiments of the present invention, interaction control device 1000 can be with Including：Change unit 1040, for when receive triggering modification assess customer service operation health degree use public affairs After the modification instruction of formula, formula used in assessment customer service operation health degree is modified described to respond Modification instruction.

Optionally, in some possible embodiments of the present invention, the interaction control device 1000 is also It can include：3rd response unit 1050, is contributed for working as have received for the crucial operation indicator The crucial operation indicator xii of the customer service operation examination dimension xi presented in object performance indicators statistics is presented 3rd selection instruction of value, detailed data is shown on display interface object is presented to respond the 3rd choosing Instruction is selected, wherein, the detailed data, which is presented, shows the crucial operation indicator xii correspondences list in object The detailed data of position period Ti.

Optionally, in some possible embodiments of the present invention, the table of object is presented in the detailed data Existing form is scatter diagram.

Optionally, in some possible embodiments of the present invention, the table of object is presented in the dimension scores Existing form includes at least one form, radar map, post the dress accumulation graph and cake chart of the following form of expression；Or The form of expression that object is presented in crucial operation indicator contribution described in person includes at least one of the following form of expression Form, radar map, post dress accumulation graph and cake chart.

Referring to a kind of customer service operation health degree apparatus for evaluating 1100 of Figure 11, the embodiment of the present invention.Customer service is transported Seek health degree apparatus for evaluating 1100 include memory cell 1110, communication interface 1120 and with the memory cell The processor 1130 coupled with communication interface.The memory cell 1110 can be used for store instruction, the place Reason device 1130 can be used for performing the instruction.The communication interface 1120 can be used for the control in the processor System is lower to be communicated with Operation Server or monitoring operation server.Wherein, when the processor is performing institute Any one customer service provided in an embodiment of the present invention can be performed according to the instruction when stating instruction and run health degree Appraisal procedure.

A kind of crucial operation indicator apparatus for evaluating 1200 is provided referring to Figure 12, the embodiment of the present invention.Key fortune Seek index evaluation device 1200 include memory cell 1210, communication interface 1220 and with the memory cell The processor 1230 coupled with communication interface.The memory cell 1210 can be used for store instruction, the place Reason device 1230 can be used for performing the instruction.The communication interface 1220 can be used for the control in the processor System is lower to be communicated with Operation Server or monitoring operation server.Wherein, when the processor is performing institute Any one crucial operation indicator provided in an embodiment of the present invention can be performed when stating instruction according to the instruction to comment Estimate method.

A kind of interaction control device 1300 is provided referring to Figure 13, the embodiment of the present invention.Wherein, interactive controlling Device 1300 include memory cell 1310, user interface 1320 and with the memory cell and communication interface The processor 1330 of coupling.The memory cell can be used for store instruction, wherein, the processor can use In performing the instruction, the user interface 1320 can be used under the control of the processor 1330 receipts/ Send out user instruction.The present invention can be performed when the processor is performing the instruction according to the instruction to implement Any one interaction control method that example is provided.

In the above-described embodiments, the description to each embodiment all emphasizes particularly on different fields, without detailed in some embodiment The part stated, may refer to the associated description of other embodiment.

, can be by it in several embodiments provided herein, it should be understood that disclosed device Its mode is realized.For example, device embodiment described above is only schematical, such as described list The division of member, only a kind of division of logic function can have other dividing mode, example when actually realizing Such as multiple units or component can combine or be desirably integrated into another system, or some features can be neglected Slightly, or do not perform.It is another, shown or discussed coupling or direct-coupling or communication link each other Connect can be can be electrical or it by some interfaces, the INDIRECT COUPLING or communication connection of device or unit Its form.

The unit illustrated as separating component can be or may not be it is physically separate, as The part that unit is shown can be or may not be physical location, you can with positioned at a place, or It can also be distributed on multiple NEs.It can select according to the actual needs therein some or all of Unit realizes the purpose of this embodiment scheme.

In addition, each functional unit in each embodiment of the invention can be integrated in a processing unit, Can also be that unit is individually physically present, can also two or more units be integrated in a unit In.Above-mentioned integrated unit can both be realized in the form of hardware, it would however also be possible to employ SFU software functional unit Form is realized.

If the integrated unit is realized using in the form of SFU software functional unit and is used as independent production marketing Or in use, can be stored in a computer read/write memory medium.Understood based on such, this hair Part that bright technical scheme substantially contributes to prior art in other words or the technical scheme it is complete Portion or part can be embodied in the form of software product, and the computer software product is stored in a storage In medium, including some instructions to cause a computer equipment (can for personal computer, server or Person's network equipment etc.) perform all or part of step of each of the invention embodiment methods described.And it is foregoing Storage medium includes：USB flash disk, read-only storage (ROM, Read-Only Memory), arbitrary access are deposited Reservoir (RAM, RandomAccess Memory), mobile hard disk, magnetic disc or CD etc. are various can With the medium of store program codes.

Claims

1. health degree appraisal procedure is runed in a kind of customer service, it is characterised in that including：

Determine the doubtful related operation indicator of the performance indicators of N number of customer service operation examination dimension；

By qualitative analysis algorithm respectively from each customer service operation in N number of customer service operation examination dimension Doubtful crucial operation indicator is filtered out in the doubtful related operation indicator of the performance indicators of examination dimension；By fixed Amount parser is examined from each customer service operation in the N number of customer service operation examination dimension filtered out respectively Crucial operation indicator is filtered out in the doubtful crucial operation indicator of the performance indicators of core dimension；

The performance indicators of dimension is examined based on each customer service operation in N number of customer service operation examination dimension Crucial operation indicator calculate each customer service operation examination in the N number of customer service operation examination dimension respectively The score of the performance indicators of dimension；The score of performance indicators based on N number of customer service operation examination dimension The health degree of customer service operation is assessed, the N is the integer more than 1.

2. according to the method described in claim 1, it is characterised in that described based on N number of customer service fortune The crucial operation indicator of the performance indicators of each customer service operation examination dimension in battalion's examination dimension is calculated respectively The score of the performance indicators of N number of customer service operation examination dimension includes：

3. the method according to any one of claim 1 to 2, it is characterised in that

The score of the performance indicators based on N number of customer service operation examination dimension assesses customer service operation Health degree includes：

By the normalization score of the performance indicators of the N number of customer service operation examination dimension carry out summation process with Obtain the health degree of customer service operation；Or returning the performance indicators of N number of customer service operation examination dimension One change score is weighted summation process to obtain the health degree of customer service operation.

4. method according to claim 3, it is characterised in that described by N number of customer service operation The normalization score of the performance indicators of dimension is examined to be weighted summation process to obtain the health of customer service operation Also include before degree：By factorial analysis algorithm obtain weighted sum processing required for use it is described N number of The weight of the performance indicators of customer service operation examination dimension.

5. the method according to any one of Claims 1-4, it is characterised in that described by qualitative Parser examines the achievement of dimension from each customer service operation in N number of customer service operation examination dimension respectively Filtering out doubtful crucial operation indicator in the doubtful related operation indicator for imitating index includes：

By factorial analysis algorithm respectively from each customer service operation in N number of customer service operation examination dimension Doubtful crucial operation indicator is filtered out in the doubtful related operation indicator of the performance indicators of examination dimension；Or pass through Cluster algorithm examines dimension from each customer service operation in N number of customer service operation examination dimension respectively Performance indicators doubtful related operation indicator in filter out doubtful crucial operation indicator.

6. method according to claim 5, it is characterised in that described to pass through factorial analysis algorithm point Doubting for the performance indicators of dimension is not examined from each customer service operation in N number of customer service operation examination dimension Patibhaga-nimitta closes in operation indicator and filters out doubtful crucial operation indicator, including：

7. the method according to any one of claim 1 to 6, it is characterised in that described by quantitative Parser is respectively from each customer service operation examination in the N number of customer service operation examination dimension filtered out Filtering out crucial operation indicator in the doubtful crucial operation indicator of the performance indicators of dimension includes：

8. method according to claim 7, it is characterised in that by logistic regression algorithm from visitor Crucial operation indicator screening is carried out in the doubtful crucial operation indicator of clothes operation examination dimension xi performance indicators Result, the doubtful pass of the performance indicators with examining dimension xi from the customer service operation by decision Tree algorithms In the case that the result of the crucial operation indicator screening of progress is mutually matched in key operation indicator, pass through logistic regression The key filtered out in the doubtful crucial operation indicator that algorithm examines dimension xi performance indicators from customer service operation Operation indicator is the crucial operation indicator for the performance indicators that dimension xi is examined in the customer service operation, the customer service Operation examination dimension xi is any one in N number of customer service operation examination dimension.

9. a kind of crucial operation indicator appraisal procedure, it is characterised in that including：

Determine M1 doubtful related operation indicators of the performance indicators of customer service operation examination dimension；

The customer service is filtered out from the M1 doubtful related operation indicators by qualitative analysis algorithm to transport M2 doubtful crucial operation indicators of the performance indicators of battalion's examination dimension；

Institute is filtered out from the M2 filtered out doubtful crucial operation indicators by quantitative analysis algorithm State M3 crucial operation indicator of the performance indicators of customer service operation examination dimension, the M1, the M2 It is positive integer with the M3, the M1 is more than or equal to the M2, and the M2 is more than or equal to institute State M3.

10. method according to claim 9, it is characterised in that it is described by qualitative analysis algorithm from The performance indicators of the customer service operation examination dimension is filtered out in the M1 doubtful related operation indicators M2 doubtful crucial operation indicators include：

11. method according to claim 10, it is characterised in that described to pass through factorial analysis algorithm The performance indicators that dimension is examined in the customer service operation is filtered out from the M1 doubtful related operation indicators M2 doubtful crucial operation indicators, including：

12. the method according to any one of claim 9 to 11, it is characterised in that described by fixed Amount parser filters out the customer service operation from the M2 filtered out doubtful crucial operation indicators Examining M3 crucial operation indicator of the performance indicators of dimension includes：Pass through decision Tree algorithms and/or logic Regression algorithm filters out the customer service operation from the M2 filtered out doubtful crucial operation indicators and examined The crucial operation indicator of M3 of the performance indicators of core dimension.

13. method according to claim 12, it is characterised in that by logistic regression algorithm from Crucial operation indicator is carried out in the doubtful crucial operation indicator of the performance indicators of the customer service operation examination dimension The result of screening, the doubtful pass of the performance indicators with examining dimension from the customer service operation by decision Tree algorithms In the case that the result of the crucial operation indicator screening of progress is mutually matched in key operation indicator, pass through logistic regression The pass filtered out in the doubtful crucial operation indicator that algorithm examines the performance indicators of dimension from the customer service operation Key operation indicator, is the crucial operation indicator of the performance indicators of the customer service operation examination dimension.

14. the method according to any one of claim 9 to 13, it is characterised in that methods described is also Including：M3 crucial operation indicator of the performance indicators of dimension is examined to calculate described based on the customer service operation The score of the performance indicators of customer service operation examination dimension.

15. method according to claim 14, it is characterised in that described to be based on the customer service operation M3 crucial operation indicator of the performance indicators of dimension is examined to calculate the achievement that dimension is examined in the customer service operation The score of index is imitated, including：

16. a kind of interaction control method, it is characterised in that including：

17. method according to claim 16, it is characterised in that described to receive for display circle Also include before the first choice instruction of the customer service operation health degree shown on face：Visitor is shown on display interface Multiple unit time period correspondences are showed in clothes operation health degree trend graph, the customer service operation health degree trend graph Customer service operation health degree, wherein, first choice instruction is directed to the unit in the multiple unit time period The corresponding customer service operation health degrees of period Ti, the dimension scores, which are presented, shows the calculating list in object The performance indicators of dimension is examined in N number of customer service operation used in position period Ti corresponding customer service operation health degree Score.

18. method according to claim 17, it is characterised in that showed in the trend graph to Health degree is runed in the corresponding customer service of a unit time period less, based on as described in any one of claim 1 to 8 Customer service operation health degree appraisal procedure is obtained.

19. the method according to any one of claim 16 to 18, it is characterised in that

20. the method according to any one of claim 16 to 19, it is characterised in that

Methods described also includes：

The customer service operation presented in object examination is presented for the crucial operation indicator contribution when have received 3rd selection instruction of the crucial operation indicator xii of dimension xi performance indicators statistical value, in display interface On show detailed data present object to respond the 3rd selection instruction, wherein, the detailed data is in Crucial operation indicator xii correspondences unit time period Ti detailed data is showed in existing object.

21. method according to claim 20, it is characterised in that object is presented in the detailed data The form of expression be scatter diagram.

22. the method according to any one of claim 16 to 21, it is characterised in that the dimension is obtained Divide at least one form, radar map, post the dress accumulation that the form of expression that object is presented includes the following form of expression Figure and cake chart；Or, the form of expression that object is presented in the crucial operation indicator contribution includes following performance At least one form, radar map, post dress accumulation graph and the cake chart of form.

23. health degree apparatus for evaluating is runed in a kind of customer service, it is characterised in that including：

Determining unit, the doubtful related operation of the performance indicators for determining N number of customer service operation examination dimension Index；

Screening unit, for by qualitative analysis algorithm respectively from dimension is examined in the N number of customer service operation Each customer service operation examination dimension performance indicators doubtful related operation indicator in filter out doubtful key Operation indicator；By quantitative analysis algorithm respectively from dimension is examined in the N number of customer service operation filtered out Each customer service operation examination dimension performance indicators doubtful crucial operation indicator in filter out crucial operation Index；

Assessment unit, for based on each customer service operation examination in N number of customer service operation examination dimension The crucial operation indicator of the performance indicators of dimension, is calculated in N number of customer service operation examination dimension respectively The score of the performance indicators of each customer service operation examination dimension；Based on N number of customer service operation examination dimension Performance indicators score assess customer service operation health degree, wherein, the N be more than or equal to 2 Integer.

24. device according to claim 23, it is characterised in that transported based on N number of customer service The crucial operation indicator of the performance indicators of each customer service operation examination dimension in battalion's examination dimension is calculated respectively The aspect of the score of the performance indicators of N number of customer service operation examination dimension,

The assessment unit is specifically for examining customer service operation dimension xi the crucial of performance indicators to run Conversion is normalized in the original value or standardized value of index, to obtain the customer service operation examination dimension xi Performance indicators crucial operation indicator normalization numerical value；Dimension xi achievement is examined to the customer service operation The normalization numerical value for imitating the crucial operation indicator of index carries out quadrature or weighted quadrature processing, to obtain the visitor The score of clothes operation examination dimension xi performance indicators, the customer service operation examination dimension xi is described N number of Any one in dimension is examined in customer service operation.

25. the device according to claim 23 or 24, it is characterised in that based on described N number of The score of the performance indicators of customer service operation examination dimension assesses the aspect of the health degree of customer service operation, the assessment Unit is specifically for examining N number of customer service operation the normalization score of the performance indicators of dimension to carry out Summation process with obtain customer service operation health degree；Or N number of customer service operation is examined to the achievement of dimension The normalization score of effect index is weighted summation process to obtain the health degree of customer service operation.

26. device according to claim 25, it is characterised in that the assessment unit is additionally operable to By the normalization score of the performance indicators of the N number of customer service operation examination dimension be weighted summation process with Before the health degree for obtaining customer service operation, obtain using required for weighted sum processing by factorial analysis algorithm The N number of customer service operation examination dimension performance indicators weight.

27. according to any one of claim 23 to 26 described device, it is characterised in that passing through qualitative point Analyse the performance that algorithm examines dimension from each customer service operation in N number of customer service operation examination dimension respectively The aspect of doubtful crucial operation indicator, the screening unit tool are filtered out in the doubtful related operation indicator of index Body is used to transport from each customer service in N number of customer service operation examination dimension respectively by factorial analysis algorithm Doubtful crucial operation indicator is filtered out in the doubtful related operation indicator of the performance indicators of battalion's examination dimension；Or it is logical Cross cluster algorithm and examine dimension from each customer service operation in N number of customer service operation examination dimension respectively Doubtful crucial operation indicator is filtered out in the doubtful related operation indicator of the performance indicators of degree；

Or, dimension is being examined from the N number of customer service operation filtered out by quantitative analysis algorithm respectively In each customer service operation examination dimension performance indicators doubtful crucial operation indicator in filter out crucial fortune The aspect of index is sought, the screening unit is specifically for passing through decision Tree algorithms and/or logistic regression algorithm The achievement of dimension is examined from each customer service operation in the N number of customer service operation examination dimension filtered out respectively Crucial operation indicator is filtered out in the doubtful crucial operation indicator for imitating index.

28. a kind of crucial operation indicator apparatus for evaluating, it is characterised in that including：

Determining unit, for determining M1 of performance indicators of customer service operation examination dimension doubtful related operations Index；

Screening unit, for being screened by qualitative analysis algorithm from the M1 doubtful related operation indicators Go out M2 doubtful crucial operation indicators of the performance indicators of the customer service operation examination dimension；By quantitatively dividing Analysis algorithm filters out the customer service operation examination from the M2 filtered out doubtful crucial operation indicators The crucial operation indicator of M3 of the performance indicators of dimension, the M1, the M2 and the M3 is just Integer, the M1 is more than or equal to the M2, and the M2 is more than or equal to the M3.

29. device according to claim 28, it is characterised in that

The customer service is being filtered out from the M1 doubtful related operation indicators by qualitative analysis algorithm The aspect of M2 doubtful crucial operation indicators of the performance indicators of operation examination dimension, the screening unit tool Body is used for, and the customer service is filtered out from the M1 doubtful related operation indicators by factorial analysis algorithm M2 doubtful crucial operation indicators of the performance indicators of operation examination dimension；Or by cluster algorithm from The performance indicators of the customer service operation examination dimension is filtered out in the M1 doubtful related operation indicators M2 doubtful crucial operation indicators；

Or, sieved by quantitative analysis algorithm from the M2 filtered out doubtful crucial operation indicators Select the aspect of M3 crucial operation indicator of the performance indicators of the customer service operation examination dimension, the sieve Menu member is specifically for by decision Tree algorithms and/or logistic regression algorithm from the M2 filtered out M3 that the performance indicators of the customer service operation examination dimension is filtered out in doubtful crucial operation indicator is crucial Operation indicator.

30. the device according to claim 28 or 29, it is characterised in that

Described device also includes：Assessment unit, the performance indicators for the customer service operation to be examined to dimension Conversion is normalized in the original value or standardized value of M3 crucial operation indicator, obtains the customer service operation Examine the normalization numerical value of M3 crucial operation indicator of the performance indicators of dimension；The customer service operation is examined The normalization numerical value of the crucial operation indicator of M3 of the performance indicators of core dimension carries out quadrature or weighted quadrature Processing, to obtain the score that the performance indicators of dimension is examined in the customer service operation.

31. a kind of interaction control device, it is characterised in that including：

First response unit, for when receiving the of the customer service operation health degree for being shown on display interface One selection instruction, dimension scores presentation object is shown on display interface and is referred to responding the first choice Order, the dimension scores, which present to show in object, calculates N number of used in the customer service operation health degree The score of the performance indicators of customer service operation examination dimension；

Second response unit, for the customer service fortune presented in receiving for dimension scores presentation object Second selection instruction of the score of battalion examination dimension xi performance indicators, shows key on display interface Object is presented to respond second selection instruction in operation indicator contribution, wherein, the crucial operation indicator tribute Offer the crucial operation indicator for the performance indicators that the customer service operation examination dimension xi is showed in presentation object Statistical value, the N is the integer more than 1, and the customer service operation examination dimension xi is N number of customer service Any one in dimension is examined in operation.

32. device according to claim 31, it is characterised in that

The interaction control device includes：

Display control unit, for receiving for the customer service operation health degree that shows on display interface Before one selection instruction, customer service operation health degree trend graph is shown on display interface, the customer service operation is good for The corresponding customer service operation health degree of multiple unit time periods, the first choice instruction are showed in Kang Du trend graphs For the corresponding customer service operation health degrees of unit time period Ti in the multiple unit time period, the dimension is obtained Divide to present and N used in the corresponding customer service operation health degrees of the calculating unit time period Ti is showed in object The score of the performance indicators of individual customer service operation examination dimension.

33. the device according to any one of claim 31 to 32, it is characterised in that

The interaction control device includes：Unit is changed, triggering modification assessment customer service operation is received for working as Health degree is used after the modification instruction of formula, to assessing formula progress used in customer service operation health degree Modification is instructed with responding the modification.

34. the device according to any one of claim 31 to 33, it is characterised in that

The interaction control device includes：3rd response unit, have received for the crucial fortune for working as The crucial operation that the customer service operation examination dimension xi presented in object performance indicators is presented in battalion's index contribution refers to The 3rd selection instruction of xii statistical value is marked, detailed data is shown on display interface object is presented with sound The 3rd selection instruction is answered, wherein, the detailed data, which is presented in object, shows crucial operation indicator Xii correspondences unit time period Ti detailed data.

35. the device according to any one of claim 31 to 34, it is characterised in that the dimension is obtained Divide at least one form, radar map, post the dress accumulation that the form of expression that object is presented includes the following form of expression Figure and cake chart；Or, the form of expression that object is presented in the crucial operation indicator contribution includes following performance At least one form, radar map, post dress accumulation graph and the cake chart of form.