CN108874619B - Information monitoring method, storage medium and server - Google Patents
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Abstract
The invention provides an information monitoring method, a storage medium and a server, comprising the following steps: if a telephone traffic monitoring instruction is detected, an approval system acquires a telephone traffic monitoring authority corresponding to an account of the telephone traffic monitoring instruction; the approval system calls a telephone traffic monitoring system corresponding to the telephone traffic monitoring authority through an application program interface; the telephone traffic monitoring system determines the case number of the telephone traffic case corresponding to the telephone traffic monitoring authority according to a preset case monitoring comparison table; the telephone traffic monitoring system monitors the telephone traffic cases corresponding to the case numbers in the telephone traffic platform in real time according to the determined case numbers; and if the monitored key index value of the telephone traffic case reaches a preset alarm threshold value, the telephone traffic monitoring system sends a mail to an account with a management identifier in the approval system. The invention can save the time of switching and logging in different systems by the manager and improve the approval efficiency of the case.
Description
Technical Field
The present invention relates to the field of information monitoring, and in particular, to an information monitoring method, a storage medium, and a server.
Background
An insurance policy (abbreviated as policy) is a formal written proof that an insurance company makes an insurance contract with an insured person. The insured may also be referred to as the customer of the insurer. During the expiration of the insurance contract, the insurance company can provide policy-preserving services to the customer. The understanding of the security popularity of the policy is to change the related information of the policy. Such as altering beneficiaries, adding premium, etc. When a customer handles an insurance policy service, an insurance company needs to examine and approve the information of the customer layer by layer in order to control the risk. During the approval process, each policy case has traffic information communicated by customer service.
In the existing case approval system, no telephone traffic monitoring exists, when a manager checks the case approval state, the manager cannot know the related information of the case, the telephone traffic information of the case is basically monitored and controlled through third party software provided by a telephone platform, when the manager wants to check the case approval condition and the telephone traffic information, the manager needs to log in different systems respectively, roles and authorities between the two systems are not universal, and the manager cannot acquire the effective telephone traffic information in time, so that the case approval efficiency is low.
In summary, in the existing case approval system, the manager cannot acquire the effective traffic information related to the case in time when approving the case, so that the approval efficiency of the case is low.
Disclosure of Invention
The embodiment of the invention provides an information monitoring method, a storage medium and a server, which are used for solving the problems that in the existing case approval system, a manager cannot acquire relevant telephone traffic information of a case in time when approving the case and the case approval efficiency is low.
A first aspect of an embodiment of the present invention provides an information monitoring method, including:
if a telephone traffic monitoring instruction is detected, an approval system acquires a telephone traffic monitoring authority corresponding to an account of the telephone traffic monitoring instruction;
the approval system calls a telephone traffic monitoring system corresponding to the telephone traffic monitoring authority through an application program interface;
the telephone traffic monitoring system determines the case number of the telephone traffic case corresponding to the telephone traffic monitoring authority according to a preset case monitoring comparison table;
the telephone traffic monitoring system monitors the telephone traffic cases corresponding to the case numbers in the telephone traffic platform in real time according to the determined case numbers;
and if the monitored key index value of the telephone traffic case reaches a preset alarm threshold value, the telephone traffic monitoring system sends a mail to an account with a management identifier in the approval system.
A second aspect of an embodiment of the present invention provides a server comprising a memory and a processor, the memory storing a computer program executable on the processor, the processor implementing the following steps when executing the computer program:
if a telephone traffic monitoring instruction is detected, an approval system acquires a telephone traffic monitoring authority corresponding to an account of the telephone traffic monitoring instruction;
the approval system calls a telephone traffic monitoring system corresponding to the telephone traffic monitoring authority through an application program interface;
the telephone traffic monitoring system determines the case number of the telephone traffic case corresponding to the telephone traffic monitoring authority according to a preset case monitoring comparison table;
the telephone traffic monitoring system monitors the telephone traffic cases corresponding to the case numbers in the telephone traffic platform in real time according to the determined case numbers;
and if the monitored key index value of the telephone traffic case reaches a preset alarm threshold value, the telephone traffic monitoring system sends a mail to an account with a management identifier in the approval system.
A third aspect of the embodiments of the present invention provides a computer readable storage medium storing a computer program which when executed by a processor performs the steps of:
If a telephone traffic monitoring instruction is detected, an approval system acquires a telephone traffic monitoring authority corresponding to an account of the telephone traffic monitoring instruction;
the approval system calls a telephone traffic monitoring system corresponding to the telephone traffic monitoring authority through an application program interface;
the telephone traffic monitoring system determines the case number of the telephone traffic case corresponding to the telephone traffic monitoring authority according to a preset case monitoring comparison table;
the telephone traffic monitoring system monitors the telephone traffic cases corresponding to the case numbers in the telephone traffic platform in real time according to the determined case numbers;
and if the monitored key index value of the telephone traffic case reaches a preset alarm threshold value, the telephone traffic monitoring system sends a mail to an account with a management identifier in the approval system.
In the embodiment of the invention, if a telephone traffic monitoring instruction is detected in a case approval system, acquiring telephone traffic monitoring permission corresponding to an account of the telephone traffic monitoring instruction through the approval system, calling the telephone traffic monitoring system corresponding to the telephone traffic monitoring permission through an application program interface by the approval system, determining a case number of a telephone traffic case corresponding to the telephone traffic monitoring permission by the telephone traffic monitoring system according to a preset case monitoring comparison table, and then carrying out real-time monitoring on the telephone traffic case corresponding to the case number in the telephone traffic platform by the telephone traffic monitoring system according to the determined case number, wherein if the value of a key index of the monitored telephone traffic case reaches a preset alarm threshold value, the telephone traffic monitoring system sends an email to the account with a management identifier in the approval system, and a manager can acquire telephone traffic information of the case without additionally logging in the telephone traffic monitoring system in the scheme, so that the time of switching different systems by the manager is saved, and the approval efficiency of the case is improved.
Drawings
In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings that are needed in the embodiments or the description of the prior art will be briefly described below, it being obvious that the drawings in the following description are only some embodiments of the present invention, and that other drawings may be obtained according to these drawings without inventive effort for a person skilled in the art.
FIG. 1 is a flowchart of an implementation of an information monitoring method provided by an embodiment of the present invention;
fig. 2 is a flowchart of a specific implementation of the information monitoring method S105 provided in the embodiment of the present invention;
FIG. 3 is a flowchart illustrating an implementation of an information monitoring method according to another embodiment of the present invention;
fig. 4 is a flowchart of a specific implementation of the information monitoring method S108 according to an embodiment of the present invention;
fig. 5 is a block diagram of an information monitoring apparatus according to an embodiment of the present invention;
fig. 6 is a block diagram of an information monitoring apparatus according to another embodiment of the present invention;
fig. 7 is a schematic diagram of a server according to an embodiment of the present invention.
Detailed Description
In order to make the objects, features and advantages of the present invention more comprehensible, the technical solutions in the embodiments of the present invention are described in detail below with reference to the accompanying drawings, and it is apparent that the embodiments described below are only some embodiments of the present invention, but not all embodiments of the present invention. All other embodiments, which can be made by those skilled in the art based on the embodiments of the invention without making any inventive effort, are intended to be within the scope of the invention.
Fig. 1 shows an implementation flow of an information monitoring method according to an embodiment of the present invention, where the method flow includes steps S101 to S105. The specific implementation principle of each step is as follows:
s101: if the telephone traffic monitoring instruction is detected, the approval system acquires the telephone traffic monitoring authority corresponding to the account of the telephone traffic monitoring instruction.
The approval system is used for approving the cases of the insurance policy handled by the client by the manager. Specifically, when an administrator examines and approves a policy in an examination and approval system, traffic conditions of the policy can be checked, but different administrators have different authorities to the viewable cases, therefore, a traffic monitoring key is arranged in the examination and approval system, after the administrator logs in an account of the examination and approval system, the administrator sends a traffic monitoring instruction by triggering the traffic monitoring key, and after the examination and approval system detects the traffic monitoring instruction, the traffic monitoring authority corresponding to the account of the traffic monitoring instruction is obtained.
In the embodiment of the invention, according to different management authorities of the manager, the cases in which the manager can monitor the telephone traffic are different. For example, for a group leader, the traffic of the present group member's processing cases may be monitored, for a regional manager, the traffic of all the present regional member's processing cases may be monitored, and for an on-duty manager, the traffic of the cases in the on-duty jurisdiction may be monitored. Optionally, the roles of the accounts in the approval system are preset, the role types include a group leader, an area manager, an on-duty manager, and the like, the correspondence between the roles and the authorities is preset, one role corresponds to one type of traffic monitoring authority, for example, the authority corresponding to the group leader includes checking the traffic case condition of the group member. When a manager logs in an approval system, judging the role of the account according to the account logged in the approval system, and giving the telephone traffic monitoring authority corresponding to the account and the role according to the corresponding relation between the preset role and the authority.
Further, in order to accurately obtain the telephone traffic monitoring permission corresponding to the account, the corresponding relation among the role, the permission and the regional position of the account in the approval system is preset, namely one role and one regional position correspond to one permission. For example, the traffic monitoring authority of the manager in the east China is only in the range of the east China, and the traffic authority of the group length of the Shenzhen subgroup in the south China is only in the range of the Shenzhen in the south China. In the embodiment of the invention, the account name of the account of the login and approval system of the manager comprises the regional position, so that the regional position corresponding to the account can be determined according to the account name of the login and approval system.
S102: and the approval system calls the telephone traffic monitoring system corresponding to the telephone traffic monitoring authority through an application program interface.
The telephone traffic monitoring system is used for monitoring case telephone traffic. In an embodiment of the invention, the approval system calls the traffic monitoring system through an application program interface (Application Programming Interface, API), which is an interface in the server for calling the traffic monitoring system. Specifically, after determining the traffic monitoring authority corresponding to the account sending the traffic monitoring instruction, the approval system calls the traffic monitoring system corresponding to the traffic monitoring authority through the application program interface, namely calls the traffic monitoring system corresponding to the monitoring authority according to the monitoring authority of the account.
S103: and the telephone traffic monitoring system determines the case number of the telephone traffic case corresponding to the telephone traffic monitoring authority according to a preset case monitoring comparison table.
Specifically, according to the corresponding relation between the roles of the preset account and the telephone traffic monitoring authorities, a case monitoring comparison table is established, wherein the case monitoring comparison table comprises case numbers corresponding to the telephone traffic monitoring authorities.
Optionally, in the embodiment of the present invention, a permission identifier of a traffic monitoring permission is set, where permission identifiers of traffic monitoring permissions corresponding to different roles are different. Meanwhile, the case number of the telephone traffic case comprises a permission identification value, for a new telephone traffic case, a case monitoring comparison table corresponding to the new telephone traffic case is determined according to the permission identification value in the case number of the new telephone traffic case, and the case number of the new telephone traffic case is added into the determined case monitoring comparison table, so that the telephone traffic monitoring system determines the case number of the telephone traffic case corresponding to the telephone traffic monitoring permission according to the preset case monitoring comparison table.
S104: and the telephone traffic monitoring system monitors the telephone traffic cases corresponding to the case numbers in the telephone traffic platform in real time according to the determined case numbers.
In the embodiment of the invention, the approval system cannot directly monitor the telephone traffic cases in the telephone traffic platform, so that the telephone traffic monitoring system is called through the application program interface to monitor the telephone traffic cases in the telephone traffic platform.
Specifically, the telephone traffic monitoring system monitors key indexes of the telephone traffic cases corresponding to the case numbers in the telephone traffic platform in real time based on telephone traffic monitoring authority of the account logged in the approval system.
Optionally, the traffic monitoring system performs grouping monitoring on key indexes of customer service agents corresponding to the monitored traffic cases, so as to effectively classify the monitored traffic cases and improve the processing efficiency of the monitored traffic cases. Specifically, the classification of the service cases may be monitored by group, or by route number, which is an upstream node of each customer service agent. Further, the telephone traffic monitoring system performs statistical analysis on key indexes of the monitored telephone traffic cases, and generates a report for a manager to check.
If the manager corresponding to the account logged in the approval system is a group leader, the traffic data of the cases in the management authority of the group leader is monitored, and the traffic data of the whole group is analyzed and counted to generate a report for the manager of the group leader and the manager above the group leader to check. When the manager is a regional manager, the telephone traffic data of the cases in the authority of the group of regional managers is monitored, and the telephone traffic data in the region is analyzed and counted to generate a report for the manager to check.
S105: and if the monitored key index value of the telephone traffic case reaches a preset alarm threshold value, the telephone traffic monitoring system sends a mail to an account with a management identifier in the approval system.
The content of the mail includes a case number of a telephone traffic case in which the value of the key index reaches a preset alarm threshold value and a customer service seat number associated with the telephone traffic case. The accounts with the management identifications in the approval system comprise the accounts corresponding to the telephone traffic monitoring instructions and the accounts on duty currently. Further, if the monitored value of the key index of the traffic case reaches a preset alarm threshold, and the value of the key index exceeds the preset alarm threshold and is larger than a preset upgrade threshold, upgrading the alarm, and at this time, the account with the management identifier in the approval system further comprises a last-level management account of the account corresponding to the traffic monitoring instruction. In the embodiment of the invention, the cases in the approval system comprise case numbers, and for the submitted and settled cases, settlement states comprise pass, reject and cancel. And the telephone traffic monitoring system determines the case number corresponding to the telephone traffic monitoring authority according to the telephone traffic monitoring authority of the account logged in the approval system, monitors the telephone traffic case corresponding to the determined case number in real time, and sends a mail to the account with the management identifier in the approval system if the monitored value of the key index of the telephone traffic case reaches a preset alarm threshold. And when the value of the key index monitored by the telephone traffic monitoring system exceeds a preset alarm threshold, sending an alarm to an account with a management identifier in the approval system. The account with the management identifier comprises an account for sending a traffic monitoring instruction. The key indexes of the telephone traffic case comprise telephone traffic data such as incoming call quantity and response quantity, personal value index values and total index values. For accounts with different telephone traffic monitoring authorities, different key indexes of customer service agents under the corresponding telephone traffic monitoring authorities can be monitored.
Illustratively, the account with the first management identifier corresponds to a group leader, and the key indicators that can be monitored include: incoming call volume, response volume, abort volume, pending volume, in-call volume, fraudulent reporting volume, busy times, busy time duration, waiting time, ringing call loss volume, ringing time/incoming call volume, total response volume, etc. The account with the second management identifier corresponds to an on-duty manager, and the traffic data which can be monitored are full-quantity index values, including customer pre-allocation, reserved customer incoming call quantity, reserved customer receiving quantity, call loss quantity, telephone call abandon quantity and ringing call loss value.
Optionally, in the embodiment of the present invention, historical traffic data of a historical case submitted for settlement in a specified period of time is obtained, statistical analysis is performed in combination with a settlement state of the historical traffic data, a key indicator of the traffic data is determined according to a statistical analysis result, and an alarm threshold of the key indicator is set.
As an embodiment of the present invention, as shown in fig. 2, the S105 specifically includes:
a1: if the monitored value of the key index in the telephone traffic case reaches a preset first alarm threshold value, the telephone traffic monitoring system sends a first alarm mail to an account with a first management identifier in the approval system, and starts timing.
A2: and if the value of the key index reaches a preset second alarm threshold before the timing reaches a preset duration, the telephone traffic monitoring system sends a second alarm mail to an account with a first management identifier and an account with a second management identifier in the approval system, and the monitoring authority corresponding to the second management identifier is larger than that corresponding to the first management identifier. For example, the account with the first administrative identifier is a group leader and the account with the second administrative identifier is a manager.
Specifically, when the value of the key index is monitored to reach a preset first alarm threshold, an alarm mail is sent to a designated manager. And continuing to monitor the alarm when the preset alarm threshold is exceeded, if the value of the key index reaches a preset second alarm threshold after the preset time, upgrading the alarm, and sending an alarm mail which is the superior manager of the appointed manager.
Illustratively, when the abnormal interrupt amount exceeds 10, an alarm mail is sent to a group leader mailbox corresponding to the agent, and when the abnormal interrupt amount exceeds 15 after 2 hours, an alarm mail is sent to a manager mailbox and the group leader mailbox is transcribed. Optionally, before the step S105, the method further includes: historical traffic data of the historical case is obtained, and an alarm threshold is set according to the historical traffic data.
In the embodiment of the invention, in a case approval system, if a traffic monitoring instruction is detected, a traffic monitoring authority corresponding to an account of the traffic monitoring instruction is obtained through the approval system, the approval system calls the traffic monitoring system corresponding to the traffic monitoring authority through an application program interface, the traffic monitoring system determines a case number of a traffic case corresponding to the traffic monitoring authority according to a preset case monitoring comparison table, then the traffic monitoring system monitors the traffic case corresponding to the case number in the traffic platform in real time according to the determined case number, and if the value of a key index of the monitored traffic case reaches a preset alarm threshold value, the traffic monitoring system sends an email to the account with a management identifier in the approval system, and in the scheme, a manager can obtain traffic information of the case without additionally logging in the traffic monitoring system, thereby saving time for the manager to switch and log in different systems, and further improving the examination efficiency of the case.
Further, another embodiment of the present invention is proposed based on the information monitoring method provided in the embodiment of fig. 1 described above. In an embodiment of the present invention, on the basis of steps S101 to S105 shown in fig. 1, as shown in fig. 3, the information monitoring method further includes:
S106: if the progress mark of the telephone traffic case corresponding to the case number is changed, the telephone traffic monitoring system acquires the call record of the telephone traffic case, and the progress mark is used for marking whether the processing of the corresponding telephone traffic case is completed or not.
Specifically, the telephone traffic platform is generally provided with an agent recording module for recording the service of the telephone operator. Therefore, the call record for each traffic case can be obtained from the record database.
S107: and the telephone traffic monitoring system analyzes the call record and extracts the characteristic information of the call record.
Wherein the characteristic information includes at least two of the following information: call duration, gender and emotion of the user record and call content of the telephone operator.
S108: and the telephone traffic monitoring system determines the quality evaluation score of the telephone traffic service in the telephone traffic case according to the characteristic information of the call record.
Specifically, the call record is analyzed, characteristic information of the call record is extracted, a parameter value for quality evaluation is determined according to the characteristic information and the corresponding relation between the characteristic information and a quality detection parameter, and a quality evaluation score of the telephone traffic service is determined according to the parameter value.
In the embodiment of the invention, the telephone traffic service is quantified through the determined quality evaluation score, so that the manager can intuitively evaluate the quality of the telephone traffic service.
S109: and the telephone traffic monitoring system sends the quality evaluation score to an account with a management identifier in the approval system.
Wherein the account with the management identifier comprises an account for sending a traffic monitoring instruction.
As an embodiment of the present invention, as shown in fig. 4, the feature information of the call record includes a call duration and call contents of an operator, and S108 specifically includes:
b1: the telephone traffic monitoring system determines the call duration of the call record.
B2: and the telephone traffic monitoring system searches a time length parameter value corresponding to the call time length from a comparison table of the preset call time length and the time length parameter value.
B3: and the telephone traffic monitoring system compares the telephone operator call content with the content in a preset telephone traffic content database and determines a content quality parameter value corresponding to the telephone operator call content.
B4: and the telephone traffic monitoring system determines the quality evaluation score of the telephone traffic service in the telephone traffic case according to the duration parameter value and the content quality parameter value.
Optionally, in the embodiment of the present invention, the call content of the operator is converted into a recording text by using voice text conversion software, the recording text is input into a pre-trained convolutional neural network model for evaluating the content quality, and the content quality parameter value of the recording text is output.
Specifically, a historical operator record is obtained, different types of record samples are selected from the historical operator record, and the record samples are processed. The types of the sound recording samples comprise excellent telephone traffic sound recording samples, qualified telephone traffic sound recording samples and unqualified telephone traffic sound recording samples, and meanwhile, the number of the selected excellent telephone traffic sound recording samples, the number of the selected qualified telephone traffic sound recording samples and the number of the selected unqualified telephone traffic sound recording samples are consistent. Each type of recording sample is preset with a corresponding content quality parameter value.
Converting a recording sample into a recording text sample, counting the number of specified keywords in the recording text sample, establishing a convolutional neural network model comprising an input layer, a convolutional layer, a full-connection layer and an output layer, wherein in the model, the number of input layer nodes is the counted number of keywords in the recording text sample, the number of output layer nodes is 1, the number of convolutional layer nodes is determined according to the number of input layer nodes and the number of output layer nodes, after one round of training is carried out on the convolutional neural network model according to the recording text sample, the content quality parameter value of the output recording text sample is obtained, the difference value between the content quality parameter value and the content quality parameter value preset by the sample is calculated, an error threshold is set, if the calculated difference value is larger than the threshold, the network connection weight and the threshold between each layer of nodes are adjusted, the next training is carried out until the difference value between the content quality parameter value output and the content quality parameter value preset by the sample is smaller than the preset error threshold, and the parameters of the convolutional neural network model at the moment are determined to be optimal model parameters.
Optionally, in the embodiment of the present invention, a user record included in the call record is determined, and corresponding user emotion parameter values are determined according to the gender and emotion of the recording user corresponding to the user record, and the preset corresponding relationship between various emotions of different sexes and user emotion parameters. And calculating the quality evaluation score of the traffic service according to the weight proportion of the set determined parameter values in the quality evaluation score.
In the embodiment of the invention, voiceprint recognition is carried out on the acquired sound recording, and the gender of the sound recording user is recognized. And sending the acquired sound recording into a trained neural network voiceprint recognition model, and outputting the gender of the sound recording user. Training of the neural network voiceprint recognition model is as follows: the method comprises the steps of obtaining a sample recording with gender marked in advance, extracting feature vectors of the sample recording, wherein the feature vectors can comprise voice features such as audio, sound intensity, loudness and the like. And classifying and training the neural network voiceprint recognition model according to the characteristic vector and the gender of the sound recording, and establishing the neural network voiceprint recognition model for distinguishing the gender of the sound recording user.
For emotion parameters of a user, classification statistics is performed on known gender and emotion recording samples, and recording samples of various emotions of different sexes are used for example: anger, fear, happiness, calm, sadness, surprise and the like, and counting the distribution intervals of emotion characteristic parameters of each emotion, thereby determining the distribution intervals of emotion characteristic parameters of various emotions of different sexes, training a neural network emotion recognition model according to a recording sample of known emotions, and establishing the neural network emotion recognition model for determining the emotion characteristics of the recording.
According to the determined gender of the user and the determined emotion of the recording, determining the emotion parameter value of the recording user by referring to the preset correspondence between various emotions of different sexes and the emotion parameters of the user, wherein the emotion parameter value can be displayed in a score form.
As an embodiment of the present invention, the feature information of the call record includes user emotion data, and S108 specifically includes:
the telephone traffic monitoring system determines the quality evaluation score of the telephone traffic service in the telephone traffic case according to the following formula:
wherein λ represents the sex of the user, λ=0 when the sex of the user in the call recording is male, and λ=0 when the sex of the user in the call recording is female，λ＝1，P i An emotion parameter value representing the ith emotion in the user emotion data, Q i The weight ratio of the ith emotion is represented, and n represents the total emotion type number in the user emotion data.
In the embodiment of the invention, the sex of the user and the emotion data of the user during the telephone traffic service are used as parameter values, the quality evaluation score of the telephone traffic service in the telephone traffic case is directly determined by using the formula (1), and the telephone traffic service in the telephone traffic case is quantized into the score so as to be intuitively evaluated by a manager.
In the embodiment of the invention, if the progress mark of the telephone traffic case corresponding to the case number is changed, the telephone traffic monitoring system acquires the call record of the telephone traffic case, the progress mark is used for marking whether the corresponding telephone traffic case is processed, then the telephone traffic monitoring system analyzes the call record and extracts the characteristic information of the call record, the telephone traffic monitoring system determines the quality evaluation score of the telephone traffic service in the telephone traffic case according to the characteristic information of the call record, and finally the telephone traffic monitoring system sends the quality evaluation score to the account with the management mark in the approval system.
It should be understood that the sequence number of each step in the foregoing embodiment does not mean that the execution sequence of each process should be determined by the function and the internal logic, and should not limit the implementation process of the embodiment of the present invention.
Corresponding to the information monitoring method described in the above embodiments, fig. 5 shows a block diagram of the information monitoring apparatus provided in the embodiment of the present application, and for convenience of explanation, only the portion related to the embodiment of the present application is shown.
Referring to fig. 5, the information monitoring apparatus includes: a monitoring right acquisition unit 51, an interface calling unit 52, a number determination unit 53, a case monitoring unit 54, an alarm transmission unit 55, wherein:
a monitoring authority obtaining unit 51, configured to obtain, by an approval system, a traffic monitoring authority corresponding to an account of a traffic monitoring instruction if the traffic monitoring instruction is detected;
an interface calling unit 52, configured to call, by using an application program interface, a traffic monitoring system corresponding to the traffic monitoring authority by using the approval system;
a number determining unit 53, configured to determine, according to a preset case monitoring comparison table, a case number of a case corresponding to the traffic monitoring authority by using the traffic monitoring system;
the case monitoring unit 54 is configured to monitor, in real time, a traffic case corresponding to the case number in the traffic platform according to the determined case number by using the traffic monitoring system;
and the alarm sending unit 55 is configured to send a mail to an account with a management identifier in the approval system by using the traffic monitoring system if the monitored value of the key indicator of the traffic case reaches a preset alarm threshold.
Optionally, as shown in fig. 6, the information monitoring apparatus further includes:
a recording obtaining unit 61, configured to, if a progress identifier of a traffic case corresponding to the case number is changed, obtain a call recording of the traffic case by using the traffic monitoring system, where the progress identifier is used to indicate whether processing of the corresponding traffic case is completed;
a feature information extracting unit 62, configured to analyze the call record by using the traffic monitoring system, and extract feature information of the call record;
an evaluation score determining unit 63, configured to determine a quality evaluation score of a traffic service in the traffic case according to the feature information of the call record by using the traffic monitoring system;
and the evaluation score transmitting unit 64 is used for transmitting the quality evaluation score to an account with a management identifier in the approval system by the telephone traffic monitoring system.
Alternatively, the evaluation score determining unit 63 includes:
the call duration determining module is used for determining the call duration of the call record by the telephone traffic monitoring system;
the telephone traffic monitoring system is used for searching a time length parameter value corresponding to the call time length from a preset comparison table of the call time length and the time length parameter value;
The content quality parameter value determining module is used for comparing the call content of the telephone operator with the content in a preset telephone traffic content database by the telephone traffic monitoring system and determining a content quality parameter value corresponding to the call content of the telephone operator;
and the first evaluation score determining module is used for determining the quality evaluation score of the telephone traffic service in the telephone traffic case according to the duration parameter value and the content quality parameter value by the telephone traffic monitoring system.
Optionally, the evaluation score determining unit 63 further includes:
the second evaluation score determining module is used for determining the quality evaluation score of the telephone traffic service in the telephone traffic case according to the following formula by the telephone traffic monitoring system:
wherein λ represents the sex of the user, λ=0 when the sex of the user in the call recording is male, λ=1 when the sex of the user in the call recording is female, p i An emotion parameter value representing the ith emotion in the user emotion data, Q i The weight ratio of the ith emotion is represented, and n represents the total emotion type number in the user emotion data.
In the embodiment of the invention, if a telephone traffic monitoring instruction is detected in a case approval system, acquiring telephone traffic monitoring permission corresponding to an account of the telephone traffic monitoring instruction through the approval system, calling the telephone traffic monitoring system corresponding to the telephone traffic monitoring permission through an application program interface by the approval system, determining a case number of a telephone traffic case corresponding to the telephone traffic monitoring permission by the telephone traffic monitoring system according to a preset case monitoring comparison table, and then carrying out real-time monitoring on the telephone traffic case corresponding to the case number in the telephone traffic platform by the telephone traffic monitoring system according to the determined case number, wherein if the value of a key index of the monitored telephone traffic case reaches a preset alarm threshold value, the telephone traffic monitoring system sends an email to the account with a management identifier in the approval system, and a manager can acquire telephone traffic information of the case without additionally logging in the telephone traffic monitoring system in the scheme, so that the time of switching different systems by the manager is saved, and the approval efficiency of the case is improved.
Fig. 7 is a schematic diagram of a server according to an embodiment of the present invention. As shown in fig. 7, the server 7 of this embodiment includes: a processor 70, a memory 71 and a computer program 72, such as an information monitoring program, stored in the memory 71 and executable on the processor 70. The processor 70, when executing the computer program 72, implements the steps of the various information monitoring method embodiments described above, such as steps 101 through 105 shown in fig. 1. Alternatively, the processor 70, when executing the computer program 72, performs the functions of the modules/units of the apparatus embodiments described above, such as the functions of the modules 51 to 55 shown in fig. 5.
By way of example, the computer program 72 may be partitioned into one or more modules/units that are stored in the memory 71 and executed by the processor 70 to complete the present invention. The one or more modules/units may be a series of computer program instruction segments capable of performing the specified functions, which instruction segments are used to describe the execution of the computer program 72 in the server 7.
The server 7 may be a computing device such as a desktop computer, a notebook computer, a palm computer, a cloud server, etc. The server may include, but is not limited to, a processor 70, a memory 71. It will be appreciated by those skilled in the art that fig. 7 is merely an example of the server 7 and is not limiting of the server 7, and may include more or fewer components than shown, or may combine some components, or different components, e.g., the server may also include input and output devices, network access devices, buses, etc.
The processor 70 may be a central processing unit (Central Processing Unit, CPU), but may also be other general purpose processors, digital signal processors (Digital Signal Processor, DSPs), application specific integrated circuits (Application Specific Integrated Circuit, ASICs), off-the-shelf programmable gate arrays (Field-Programmable Gate Array, FPGAs) or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, or the like. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like.
The memory 71 may be an internal storage unit of the server 7, such as a hard disk or a memory of the server 7. The memory 71 may be an external storage device of the server 7, such as a plug-in hard disk, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash memory Card (Flash Card) or the like, which are provided on the server 7. Further, the memory 71 may also include both an internal storage unit and an external storage device of the server 7. The memory 71 is used for storing the computer program as well as other programs and data required by the server. The memory 71 may also be used for temporarily storing data that has been output or is to be output.
In addition, each functional unit in the embodiments of the present invention may be integrated in one processing unit, or each unit may exist alone physically, or two or more units may be integrated in one unit. The integrated units may be implemented in hardware or in software functional units.
The integrated modules/units, if implemented in the form of software functional units and sold or used as stand-alone products, may be stored in a computer readable storage medium. Based on such understanding, the present invention may implement all or part of the flow of the method of the above embodiment, or may be implemented by a computer program to instruct related hardware, where the computer program may be stored in a computer readable storage medium, and when the computer program is executed by a processor, the computer program may implement the steps of each of the method embodiments described above. Wherein the computer program comprises computer program code which may be in source code form, object code form, executable file or some intermediate form etc. The computer readable medium may include: any entity or device capable of carrying the computer program code, a recording medium, a U disk, a removable hard disk, a magnetic disk, an optical disk, a computer Memory, a Read-Only Memory (ROM), a random access Memory (RAM, random Access Memory), an electrical carrier signal, a telecommunications signal, a software distribution medium, and so forth. It should be noted that the computer readable medium contains content that can be appropriately scaled according to the requirements of jurisdictions in which such content is subject to legislation and patent practice, such as in certain jurisdictions in which such content is subject to legislation and patent practice, the computer readable medium does not include electrical carrier signals and telecommunication signals.
The above embodiments are only for illustrating the technical solution of the present invention, and not for limiting the same; although the invention has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical scheme described in the foregoing embodiments can be modified or some technical features thereof can be replaced by equivalents; such modifications and substitutions do not depart from the spirit and scope of the technical solutions of the embodiments of the present invention, and are intended to be included in the scope of the present invention.
Claims (10)
1. An information monitoring method, comprising:
the approval system cannot directly monitor the telephone traffic cases in the telephone traffic platform, and if a telephone traffic monitoring instruction is detected, the approval system acquires the telephone traffic monitoring authority corresponding to the account of the telephone traffic monitoring instruction;
the approval system calls a telephone traffic monitoring system corresponding to the telephone traffic monitoring authority through an application program interface;
the telephone traffic monitoring system determines the case number of the telephone traffic case corresponding to the telephone traffic monitoring authority according to a preset case monitoring comparison table;
the telephone traffic monitoring system monitors key indexes of telephone traffic cases corresponding to the case numbers in the telephone traffic platform in real time according to the determined case numbers, specifically classifies the telephone traffic cases, monitors the telephone traffic cases according to groups or monitors the telephone traffic cases according to route numbers, wherein the route numbers are upstream nodes of each customer service seat;
If the monitored key index value of the telephone traffic case reaches a preset alarm threshold value, the telephone traffic monitoring system sends a mail to an account with a management identifier in the approval system, specifically, historical telephone traffic data of a historical case submitted for settlement in a specified time period is obtained, statistical analysis is carried out by combining the settlement state of the historical telephone traffic data, the key index of the telephone traffic data is determined according to the statistical analysis result, and the alarm threshold value of the key index is set;
the manager can acquire the telephone traffic information of the case without additionally logging in the telephone traffic monitoring system.
2. The information monitoring method of claim 1, further comprising, after the traffic monitoring system sends a mail to an account with a management identifier in the approval system:
if the progress mark of the telephone traffic case corresponding to the case number is changed, the telephone traffic monitoring system acquires the call record of the telephone traffic case, and the progress mark is used for marking whether the processing of the corresponding telephone traffic case is finished or not;
the telephone traffic monitoring system analyzes the call record and extracts characteristic information of the call record;
the telephone traffic monitoring system determines the quality evaluation score of the telephone traffic service in the telephone traffic case according to the characteristic information of the call record;
And the telephone traffic monitoring system sends the quality evaluation score to an account with a management identifier in the approval system.
3. The information monitoring method according to claim 2, wherein the characteristic information of the call record includes call duration and call content of an operator, and the traffic monitoring system determines a quality evaluation score of a traffic service in the traffic case according to the characteristic information of the call record, including:
the telephone traffic monitoring system determines the call duration of the call record;
the telephone traffic monitoring system searches a time length parameter value corresponding to the call time length from a comparison table of preset call time length and time length parameter values;
the telephone traffic monitoring system compares the telephone operator call content with the content in a preset telephone traffic content database, and determines a content quality parameter value corresponding to the telephone operator call content;
and the telephone traffic monitoring system determines the quality evaluation score of the telephone traffic service in the telephone traffic case according to the duration parameter value and the content quality parameter value.
4. The information monitoring method according to claim 2, wherein the characteristic information of the call record includes user emotion data, and the traffic monitoring system determines a quality evaluation score of traffic service in the traffic case according to the characteristic information of the call record, including:
The telephone traffic monitoring system determines the quality evaluation score of the telephone traffic service in the telephone traffic case according to the following formula:
wherein λ represents the sex of the user, λ=0 when the sex of the user in the call recording is male, λ=1 when the sex of the user in the call recording is female, p i An emotion parameter value representing the ith emotion in the user emotion data, Q i The weight ratio of the ith emotion is represented, and n represents the total emotion type number in the user emotion data.
5. The information monitoring method according to any one of claims 1 to 4, wherein if the monitored value of the key indicator of the traffic case reaches a preset alarm threshold, the traffic monitoring system sends a mail to an account with a management identifier in the approval system, including:
if the value of the key index in the monitored telephone traffic case reaches a preset first alarm threshold value, the telephone traffic monitoring system sends a first alarm mail to an account with a first management identifier in the approval system, and starts timing;
and if the value of the key index reaches a preset second alarm threshold before the timing reaches a preset duration, the telephone traffic monitoring system sends a second alarm mail to an account with a first management identifier and an account with a second management identifier in the approval system, and the monitoring authority corresponding to the second management identifier is larger than that corresponding to the first management identifier.
6. A computer-readable storage medium storing a computer program, characterized in that the computer program when executed by a processor implements the steps of the information monitoring method according to any one of claims 1 to 5.
7. A server comprising a memory, a processor and a computer program stored in the memory and executable on the processor, characterized in that the processor when executing the computer program performs the steps of:
the approval system cannot directly monitor the telephone traffic cases in the telephone traffic platform, and if a telephone traffic monitoring instruction is detected, the approval system acquires the telephone traffic monitoring authority corresponding to the account of the telephone traffic monitoring instruction;
the approval system calls a telephone traffic monitoring system corresponding to the telephone traffic monitoring authority through an application program interface;
the telephone traffic monitoring system determines the case number of the telephone traffic case corresponding to the telephone traffic monitoring authority according to a preset case monitoring comparison table;
the telephone traffic monitoring system monitors key indexes of telephone traffic cases corresponding to the case numbers in the telephone traffic platform in real time according to the determined case numbers, specifically classifies the telephone traffic cases, monitors the telephone traffic cases according to groups or monitors the telephone traffic cases according to route numbers, wherein the route numbers are upstream nodes of each customer service seat;
If the monitored key index value of the telephone traffic case reaches a preset alarm threshold value, the telephone traffic monitoring system sends a mail to an account with a management identifier in the approval system, specifically, historical telephone traffic data of a historical case submitted for settlement in a specified time period is obtained, statistical analysis is carried out by combining the settlement state of the historical telephone traffic data, the key index of the telephone traffic data is determined according to the statistical analysis result, and the alarm threshold value of the key index is set;
the manager can acquire the telephone traffic information of the case without additionally logging in the telephone traffic monitoring system.
8. The server of claim 7, wherein after the traffic monitoring system sends mail to the account with the administrative identifier in the approval system, further comprising:
if the progress mark of the telephone traffic case corresponding to the case number is changed, the telephone traffic monitoring system acquires the call record of the telephone traffic case, and the progress mark is used for marking whether the processing of the corresponding telephone traffic case is finished or not;
the telephone traffic monitoring system analyzes the call record and extracts characteristic information of the call record;
the telephone traffic monitoring system determines the quality evaluation score of the telephone traffic service in the telephone traffic case according to the characteristic information of the call record;
And the telephone traffic monitoring system sends the quality evaluation score to an account with a management identifier in the approval system.
9. The server of claim 8, wherein the characteristic information of the call record includes call duration and operator call content, and wherein the traffic monitoring system determines a quality score for traffic service in the traffic case based on the characteristic information of the call record, comprising:
the telephone traffic monitoring system determines the call duration of the call record;
the telephone traffic monitoring system searches a time length parameter value corresponding to the call time length from a comparison table of preset call time length and time length parameter values;
the telephone traffic monitoring system compares the telephone operator call content with the content in a preset telephone traffic content database, and determines a content quality parameter value corresponding to the telephone operator call content;
and the telephone traffic monitoring system determines the quality evaluation score of the telephone traffic service in the telephone traffic case according to the duration parameter value and the content quality parameter value.
10. The server according to any of claims 7 to 9, wherein the processor when executing the computer program further performs the steps of:
If the value of the key index in the monitored telephone traffic case reaches a preset first alarm threshold value, the telephone traffic monitoring system sends a first alarm mail to an account with a first management identifier in the approval system, and starts timing;
and if the value of the key index reaches a preset second alarm threshold before the timing reaches a preset duration, the telephone traffic monitoring system sends a second alarm mail to an account with a first management identifier and an account with a second management identifier in the approval system, and the monitoring authority corresponding to the second management identifier is larger than that corresponding to the first management identifier.
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Effective date of registration: 20230825 Address after: Unit 07, 9th Floor, Guode Building, No. 153 Tianhe East Road, Tianhe District, Guangzhou City, Guangdong Province, 510620 (office only) Applicant after: GUANGZHOU HOT INFORMATION TECHNOLOGY CO.,LTD. Address before: 518000 Room 202, block B, aerospace micromotor building, No.7, Langshan No.2 Road, Xili street, Nanshan District, Shenzhen City, Guangdong Province Applicant before: Shenzhen LIAN intellectual property service center Effective date of registration: 20230825 Address after: 518000 Room 202, block B, aerospace micromotor building, No.7, Langshan No.2 Road, Xili street, Nanshan District, Shenzhen City, Guangdong Province Applicant after: Shenzhen LIAN intellectual property service center Address before: 518000 Room 201, building A, No. 1, Qian Wan Road, Qianhai Shenzhen Hong Kong cooperation zone, Shenzhen, Guangdong (Shenzhen Qianhai business secretary Co., Ltd.) Applicant before: PING AN PUHUI ENTERPRISE MANAGEMENT Co.,Ltd. |
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Denomination of invention: An information monitoring method, storage medium, and server Effective date of registration: 20231012 Granted publication date: 20230922 Pledgee: Industrial and Commercial Bank of China Limited Guangzhou High tech Development Zone Sub branch Pledgor: GUANGZHOU HOT INFORMATION TECHNOLOGY CO.,LTD. Registration number: Y2023980060873 |