CN107315559B - Skill set display system for call center - Google Patents
Skill set display system for call center Download PDFInfo
- Publication number
- CN107315559B CN107315559B CN201710711971.0A CN201710711971A CN107315559B CN 107315559 B CN107315559 B CN 107315559B CN 201710711971 A CN201710711971 A CN 201710711971A CN 107315559 B CN107315559 B CN 107315559B
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- CN
- China
- Prior art keywords
- controller
- display
- power supply
- agent computing
- identity authentication
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Classifications
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F3/00—Input arrangements for transferring data to be processed into a form capable of being handled by the computer; Output arrangements for transferring data from processing unit to output unit, e.g. interface arrangements
- G06F3/14—Digital output to display device ; Cooperation and interconnection of the display device with other functional units
- G06F3/1423—Digital output to display device ; Cooperation and interconnection of the display device with other functional units controlling a plurality of local displays, e.g. CRT and flat panel display
- G06F3/1438—Digital output to display device ; Cooperation and interconnection of the display device with other functional units controlling a plurality of local displays, e.g. CRT and flat panel display using more than one graphics controller
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06K—GRAPHICAL DATA READING; PRESENTATION OF DATA; RECORD CARRIERS; HANDLING RECORD CARRIERS
- G06K7/00—Methods or arrangements for sensing record carriers, e.g. for reading patterns
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
Abstract
The invention relates to a skill set display system for a call center, which comprises a first controller and a plurality of agent computing devices, wherein all the agent computing devices are connected with the first controller, an identity authentication device connected with the first controller is arranged in the agent computing devices, the display system also comprises a display for displaying the states of all the agents, and a second controller for controlling the display to display information, wherein the input end of the second controller is respectively connected with the first controller and all the identity authentication devices, and the other end of the second controller is connected with the display. Compared with the prior art, the invention identifies the corresponding skill group of the agent computing device through the identity authentication device, the corresponding relation between the agent and the skill is not fixed, and the arrangement and allocation of the skill group are more flexible.
Description
Technical Field
The invention relates to a call center display technology, in particular to a skill set display system for a call center.
Background
The existing call center seat monitoring is mainly based on the state monitoring of the seat, visual and accurate position monitoring is lacked, manual intervention is needed for data matching or importing for information changes of personnel, extensions and hosts, and operators often fall into complicated daily data maintenance work. With the increasing expansion of the scale of the call center, the traditional seat monitoring mode cannot meet the service requirement, has the defects of lag in monitoring, incapability of positioning personnel, manual maintenance of basic information and the like, is not flexible enough in seat layout, and can not make corresponding reactions to the change and potential problems of the call center by management personnel, so that a service representative can not arrange work voluntarily.
Disclosure of Invention
The present invention is directed to a skill set display system for a call center that overcomes the above-described drawbacks of the prior art.
The aim of the invention can be achieved by the following technical scheme:
the utility model provides a skill group display system for call center, includes first controller and many agent computing equipment, and all agent computing equipment all is connected with first controller, all be equipped with the identity authentication device who is connected with first controller in the agent computing equipment, display system still includes the display that is used for showing each agent state, and is used for controlling the second controller of display demonstration information, the input of second controller is connected with first controller and all identity authentication device respectively, and the other end is connected with the display.
The display system further comprises a routing and switching network, and the first controller, the agent computing device and the second controller are all connected to the routing and switching network.
The second controller is a PC and at least comprises two video output interfaces, wherein one video output interface is connected with the display.
The identity authentication device comprises a shell, a fixing part and a portable part for storing skill group information, wherein a cavity for fixing part installation and a table top for placing the portable part are arranged in the shell, the fixing part comprises an RFID reader, an RFID tag is arranged in the portable part, and the portable part is placed on the table top and then is positioned in the reading range of the RFID reader.
The fixed part comprises a power supply circuit for supplying power to the RFID reader, the RFID reader is connected with a power supply through the power supply circuit, an inductive switch is arranged in the power supply circuit, the inductive switch comprises an execution end for controlling the on-off of the power supply circuit and a reed pipe for controlling the action of the execution end, and the portable part further comprises a magnet for conducting the reed pipe.
An electromagnetic isolation layer is arranged between the magnet and the RFID tag.
The portable part is sheet-shaped, and the magnet and the RFID tag are respectively distributed on two sides along a sheet-shaped plane.
The identity authentication device is embedded in all agent computing equipment and comprises:
the account input module is used for inputting an account and a password by a user;
the account verification module is connected with the account data input module and is used for verifying the account and the password input by the user, sending the seat computer identification and the corresponding skill group information to the first controller and the second controller when the verification is passed, and returning error information when the verification is not passed.
The second controller includes:
the first processing module is connected with each identity authentication device, and is used for obtaining real-time statistical data of the skill group and controlling the display to display according to a set report format;
the second processing module is connected with the first controller and used for receiving the skill group corresponding to each seat and the state of each seat and controlling the display to display according to the set report format.
The first controller and all agent computing devices are located in the same subnet.
Compared with the prior art, the invention has the following advantages:
1) The corresponding skill group of the agent computing equipment is identified through the identity authentication device, the corresponding relation between the agent and the skill is not fixed, the arrangement and allocation of the skill group are more flexible, meanwhile, a second controller and a display are arranged to help an administrator to know the change of the call center in real time, relevant important alarm information is obtained in real time, measures are taken, the working efficiency and the service level of the call center are provided to the maximum extent, and the working satisfaction of service representatives is higher.
2) The identity authentication device adopts RFID technology, and the portable part does not need to be provided with a power supply.
3) The identity authentication device is additionally provided with the inductive switch mainly comprising the reed switch, so that the conduction of the power supply circuit is controlled, the power supply to the RFID reader can be stopped when the portable part is not placed on the table top, the energy is saved, the structure is simple, and meanwhile, the portable part only needs to be additionally provided with the magnet, and the power supply is not needed.
4) The portable part is sheet-shaped, and the magnet and the RFID tag are distributed on two sides along the sheet-shaped plane respectively, so that the interference of the magnet on RFID reading is further reduced.
5) And the identification of the skill group to which the seat belongs is performed in a software mode, so that the replication cost is reduced.
Drawings
FIG. 1 is a schematic diagram of the structure of the present invention;
FIG. 2 is a schematic diagram of an identity authentication device according to a first embodiment;
wherein: 1. the system comprises a first controller, 2, seat computing equipment, 3, an identity authentication device, 4, a second controller, 5, a display, 31, a machine shell, 32, a fixing part, 33, a portable part, 34, a power supply, 311, a table top, 321, an RFID reader, 322, an executing end, 323, a reed switch, 324, a power supply circuit, 331, an RFID tag, 332 and a magnet.
Detailed Description
The invention will now be described in detail with reference to the drawings and specific examples. The present embodiment is implemented on the premise of the technical scheme of the present invention, and a detailed implementation manner and a specific operation process are given, but the protection scope of the present invention is not limited to the following examples.
The utility model provides a skill group display system for call center, as shown in fig. 1, including first controller 1 and many agent computing devices 2, and all agent computing devices 2 all are connected with first controller 1, all be equipped with the identity authentication device 3 that is connected with first controller 1 in the agent computing device 2, display system still includes the display 5 that is used for showing each agent state, and be used for controlling the second controller 4 of display 5 demonstration information, the input of second controller 4 is connected with first controller 1 and all identity authentication device 3 respectively, the other end is connected with display 5.
The display system further comprises a routing and switching network to which the first controller 1, the agent computing device 2, and the second controller 4 are all connected. The agent computing device 2 typically employs a PC.
The second controller 4 is a PC and comprises at least two video output interfaces, one of which is connected to the display 5. The first controller 1 and all agent computing devices 2 are located in the same subnet. The specific implementation mode can be a double-screen card or a VGA frequency divider.
The second controller 4 helps the administrator to know the change of the call center in real time, obtain relevant important alarm information in real time and take measures, provide the work efficiency and service level of the call center to the maximum extent, and work by higher service representatives, including:
the first processing module is connected with each identity authentication device 3 and is used for acquiring real-time statistical data of the skill group and controlling the display 5 to display according to a set report format;
the second processing module is connected with the first controller 1, and is used for receiving the skill group corresponding to each seat and the state of each seat, and controlling the display 5 to display according to the set report format.
Embodiment one:
in this embodiment, the identity authentication device 3 is composed of hardware, as shown in fig. 2, the identity authentication device 3 includes a housing 31, a fixing portion 32, and a portable portion 33 storing skill group information, a cavity for installing the fixing portion 32 and a table 35 for placing the portable portion 33 are provided in the housing 31, the fixing portion 32 includes an RFID reader 321, an RFID tag 331 is provided in the portable portion 33, and after the portable portion 33 is placed on the table 35, the RFID tag 331 is located in a reading range of the RFID reader 321.
The fixed part 32 comprises a power supply circuit 324 for supplying power to the RFID reader 321, the RFID reader 321 is connected with the power supply 34 through the power supply circuit 324, an inductive switch is arranged in the power supply circuit 324, the inductive switch comprises an executing end 322 for controlling the on-off of the power supply circuit 324 and a reed pipe 323 for controlling the executing end 322 to act, and the portable part 33 further comprises a magnet 332 for conducting the reed pipe 323. The identity authentication device 3 is attached with an inductive switch mainly comprising a reed pipe 323, so that the conduction of the power supply circuit 324 is controlled, the power supply to the RFID reader 321 can be stopped when the portable part 33 is not arranged on the table top 35, the energy is saved, the structure is simple, and meanwhile, the portable part 33 only needs to be additionally provided with the magnet 332, and the power supply is not needed.
An electromagnetic isolation layer is provided between the magnet 332 and the RFID tag 331, and preferably, as shown in fig. 2, the portable portion 33 is in a sheet shape, and the magnet 332 and the RFID tag 331 are respectively distributed on both sides along a sheet plane.
Embodiment two:
in this embodiment, the identity authentication device 3 adopts a software program, and is embedded in all the agent computing devices 2, including:
the account input module is used for inputting an account and a password by a user;
the account verification module is connected with the account data input module and is used for verifying the account and the password input by the user, sending the seat computer identification and the corresponding skill group information to the first controller 1 and the second controller 4 when the verification is passed, and returning error information when the verification is not passed.
Claims (1)
1. The skill set display system for the call center comprises a first controller and a plurality of agent computing devices, wherein all the agent computing devices are connected with the first controller;
the display system further comprises a routing and switching network, and the first controller, the agent computing device and the second controller are all connected to the routing and switching network;
the second controller is a PC and at least comprises two video output interfaces, wherein one video output interface is connected with the display;
the identity authentication device comprises a shell, a fixing part and a portable part for storing skill group information, wherein a cavity for installing the fixing part and a table top for placing the portable part are arranged in the shell, the fixing part comprises an RFID reader, an RFID tag is arranged in the portable part, and the RFID tag is positioned in the reading range of the RFID reader after the portable part is placed on the table top;
the fixed part comprises a power supply circuit for supplying power to the RFID reader, the RFID reader is connected with a power supply through the power supply circuit, an inductive switch is arranged in the power supply circuit, the inductive switch comprises an execution end for controlling the on-off of the power supply circuit and a reed pipe for controlling the action of the execution end, and the portable part also comprises a magnet for conducting the reed pipe;
an electromagnetic isolation layer is arranged between the magnet and the RFID tag;
the portable part is sheet-shaped, and the magnet and the RFID tag are respectively distributed on two sides along a sheet-shaped plane;
the identity authentication device is embedded in all agent computing equipment and comprises:
the account input module is used for inputting an account and a password by a user;
the account verification module is connected with the account data input module and is used for verifying an account and a password input by a user, sending an agent computer identifier and corresponding skill group information to the first controller and the second controller when the verification is passed, and returning error information when the verification is not passed;
the second controller includes:
the first processing module is connected with each identity authentication device, and is used for obtaining real-time statistical data of the skill group and controlling the display to display according to a set report format;
the second processing module is connected with the first controller and is used for receiving the skill group corresponding to each seat and the state of each seat and controlling the display to display according to a set report format;
the first controller and all agent computing devices are located in the same subnet.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710711971.0A CN107315559B (en) | 2017-08-18 | 2017-08-18 | Skill set display system for call center |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710711971.0A CN107315559B (en) | 2017-08-18 | 2017-08-18 | Skill set display system for call center |
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| Publication Number | Publication Date |
|---|---|
| CN107315559A CN107315559A (en) | 2017-11-03 |
| CN107315559B true CN107315559B (en) | 2023-09-26 |
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| Application Number | Title | Priority Date | Filing Date |
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| CN201710711971.0A Active CN107315559B (en) | 2017-08-18 | 2017-08-18 | Skill set display system for call center |
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Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101621591A (en) * | 2008-06-30 | 2010-01-06 | 中兴通讯股份有限公司 | Seat monitoring method and system |
| CN203278968U (en) * | 2012-11-19 | 2013-11-06 | 浙江省电力公司供电服务中心 | seat Seat monitoring system used for electric customer service center |
| CN104363359A (en) * | 2014-10-31 | 2015-02-18 | 北京思特奇信息技术股份有限公司 | Visual monitoring method and system for call center agent states |
| CN104869263A (en) * | 2015-03-31 | 2015-08-26 | 中译语通科技（北京）有限公司 | CTI-platform-based outside-line seat control method and system |
-
2017
- 2017-08-18 CN CN201710711971.0A patent/CN107315559B/en active Active
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101621591A (en) * | 2008-06-30 | 2010-01-06 | 中兴通讯股份有限公司 | Seat monitoring method and system |
| CN203278968U (en) * | 2012-11-19 | 2013-11-06 | 浙江省电力公司供电服务中心 | seat Seat monitoring system used for electric customer service center |
| CN104363359A (en) * | 2014-10-31 | 2015-02-18 | 北京思特奇信息技术股份有限公司 | Visual monitoring method and system for call center agent states |
| CN104869263A (en) * | 2015-03-31 | 2015-08-26 | 中译语通科技（北京）有限公司 | CTI-platform-based outside-line seat control method and system |
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| Publication number | Publication date |
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| CN107315559A (en) | 2017-11-03 |
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Address after: 200433 room 304, 3rd floor, 233 Guoding East Road, Yangpu District, Shanghai Applicant after: Shanghai Yinglian Intelligent Technology Co.,Ltd. Address before: 200433 room 304, 3rd floor, 233 Guoding East Road, Yangpu District, Shanghai Applicant before: SHANGHAI YINGLIAN TELECOM TECHNOLOGY CO.,LTD. |
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