CN108881646A - Task tracking method, device, equipment and storage medium of call center - Google Patents
Task tracking method, device, equipment and storage medium of call center Download PDFInfo
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- CN108881646A CN108881646A CN201810538001.XA CN201810538001A CN108881646A CN 108881646 A CN108881646 A CN 108881646A CN 201810538001 A CN201810538001 A CN 201810538001A CN 108881646 A CN108881646 A CN 108881646A
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- 235000021167 banquet Nutrition 0.000 claims description 126
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- 238000004590 computer program Methods 0.000 claims description 5
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- 238000012790 confirmation Methods 0.000 claims description 2
- 238000013139 quantization Methods 0.000 abstract 1
- 238000004891 communication Methods 0.000 description 6
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Classifications
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/2281—Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
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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
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
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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
- H04M3/5175—Call or contact centers supervision arrangements
-
- 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
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
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Abstract
The invention discloses a task tracking method of a call center, and belongs to the technical field of management systems. The method comprises the following steps: acquiring telephone traffic basic data recorded by a calling system and calculating various telephone traffic indexes; judging whether each telephone traffic index does not reach a preset corresponding index threshold value; generating a task corresponding to the non-standard telephone traffic index and sending the task to a corresponding seat; continuously tracking each telephone traffic index of the seat within the task time limit, and finding out and temporarily storing the telephone traffic index corresponding to the task; judging whether the temporary traffic index does not reach a preset index threshold value, and sending the judgment result to a corresponding seat for prompting according to a preset prompting mode; when the time from the start of the task to the current time exceeds the task time limit, whether the temporarily stored telephone traffic index exceeds a preset index threshold value is judged, and if yes, alarm information is sent to a manager. The invention provides strategic support for team or individual growth through the quantization performance of the telephone traffic index.
Description
Technical field
The present invention relates to management system technical field, be related to the task tracking of call center a kind of, device, equipment and
Storage medium.
Background technique
So-called call center is a kind of based on CTI (Computer Telephony Integration, compuphone base
Plinth) technology, the integrated information service that makes full use of the multiple function of communication network and computer network integrated to be linked together with enterprise
System effectively and quickly can provide a variety of services for user.Enterprise can handle a large amount of customers by call center simultaneously
Words, by incoming call be automatically assigned to have accordingly can personnel handle, and can all calling information of recording and storage.
Nowadays, call center can all generate mass data daily, although operation department will form various reports, data point
Analysis report is not carried out more fine-grained data mining and analysis, can not be provided for Team Management effectively based on macro-indicators
Strategy support.
Summary of the invention
The technical problem to be solved by the present invention is to can not be group to overcome the mass data of call center in the prior art
Team's management provides strong strategy support, and task tracking, device, equipment and the storage for proposing a kind of call center are situated between
Matter attends a banquet or team's customized task for problematic, automatically tracks task schedule, supervise it is problematic attend a banquet or
Team improves own service level, finally to promote personal and group- incentive.
The present invention is to solve above-mentioned technical problem by following technical proposals：
A kind of task tracking of call center, includes the following steps：
S1, the traffic basic data for obtaining calling system record, calculate every traffic according to the traffic basic data
Index；
S2, judge whether every traffic indicator is not up to preset corresponding metrics-thresholds, the table if thering is one to be to be
Show that this traffic indicator is not up to standard, executes S3；
S3, generate corresponding with traffic indicator not up to standard task be sent to described in traffic indicator not up to standard it is corresponding
It attends a banquet, and attends a banquet described in notifying and the task of checking and execute, the attribute of the task includes traffic indicator item, mandatory period and prompt
Mode；
S4, the traffic basic data attended a banquet for obtaining execution task in real time from calling system in mandatory period, according to
The traffic basic data calculates the every traffic indicator attended a banquet, and then finds out and keeps in described from every traffic indicator
The corresponding traffic indicator of task；
Whether the temporary traffic indicator of S5, judgement is not up to preset metrics-thresholds, and includes according in the attribute of task
Prompting mode the judging result is sent to the attending a banquet to prompt of the execution task；
S6, judge whether day to the current time that the task starts is more than the mandatory period of the task, if then holding
Row S7, if otherwise executing S4；
Whether the temporary traffic indicator of S7, judgement is not up to preset metrics-thresholds, if then alert is extremely managed
Reason personnel, if otherwise terminating.
Preferably, the traffic basic data is neutralized according in the calculated traffic indicator of the traffic basic data
It include the identical ID that attends a banquet, according to the ID confirmation traffic not up to standard of attending a banquet for including in the traffic indicator not up to standard
Index is corresponding to attend a banquet.Preferably,
The type of the task include shorten part arrange duration, reduce the percent of call lost, shorten that rest is long and shortening show it is busy
It is long；
When attending a banquet when arranging duration beyond all average values for arranging duration attended a banquet, generates shortening part and arrange
The task of duration；
When the call loss number attended a banquet is greater than the average value of all percents of call lost attended a banquet, the reducing the percent of call lost of the task is generated；
When the long average value grown more than all rests attended a banquet of the rest attended a banquet, generates and shorten long times that rest
Business；
When showing of attending a banquet it is busy it is long be more than it is all attend a banquet when showing busy long average value, generate to shorten and show busy long appoint
Business.
Preferably, the quantity of task described in S3 is same to attend a banquet depending on the quantity of traffic indicator not up to standard
The quantity that the same time generates the task is at least one.
Preferably, the prompt side during the attribute of task described in S3 also includes extension duration after mission failure and delays
Formula.
It is further comprising the steps of before alert to administrative staff in the S7：
S701, judge in the task whether to include extension duration, if so then execute S702, if otherwise issuing alarm signal
It ceases to administrative staff；
S702, judge whether day to the current time that the task starts is more than mandatory period plus the total of extension duration
With if otherwise executing S4, if alert is to administrative staff.
A kind of electronic device is stored with the task tracking system of call center, the call center on the electronic device
Task tracking system include：
Data acquisition computing module, for obtaining the traffic basic data of calling system record, according to the traffic basis
Data calculate every traffic indicator；
Traffic indicator judgment module, for judging whether every traffic indicator is not up to preset corresponding index threshold
Value；
Task generates notification module, for when there is any one traffic indicator to be not up to preset corresponding metrics-thresholds,
Generate corresponding with traffic indicator not up to standard task be sent to described in traffic indicator not up to standard is corresponding attends a banquet, and notify
Described attend a banquet and executes the task of checking, the attribute of the task includes traffic indicator item, mandatory period and prompting mode；
Traffic indicator tracking module, for obtaining in mandatory period attending a banquet for execution task in real time from calling system
Traffic basic data calculates the every traffic indicator attended a banquet according to the traffic basic data, refers to from every traffic
The corresponding traffic indicator of the task is found out and kept in mark, then judges whether the temporary traffic indicator is not up to default
Metrics-thresholds, and the judging result is sent to by the execution task according to the prompting mode for including in the attribute of task
It attends a banquet to be prompted；
Time limit judgment module, for judge day that the task starts to current time whether be more than the task task
Time limit；
As a result judge alarm module, for when the task beginning day to current time be more than the task task
When the time limit, judge whether the temporary traffic indicator is not up to preset metrics-thresholds, if then alert is extremely managed
Reason personnel.
Preferably, the prompting mode during the task also includes extension duration after mission failure and delays；
The task tracking system of the call center further includes：
Extension time limit identification module, for judging in the task whether to include extension duration；
Extension time limit judgment module judges the beginning of the task when for including extension duration in the task
Day to current time whether be more than the mandatory period add the extension duration summation.
A kind of computer equipment, including memory and processor are stored with and can be held by the processor on the memory
The task tracking system of capable call center is realized when the system is executed by the processor and described in any item is exhaled as aforementioned
The step of being the task tracking at center.
A kind of computer readable storage medium is stored with computer program instructions in the computer readable storage medium,
The computer program instructions can be performed by least one processor, so that at least one described processor executes such as aforementioned
The step of task tracking of call center described in one.
The positive effect of the present invention is that：
1) performance is quantified by traffic indicator, provides tactful support for team or personal growth.
2) task tracks to form benign closed loop, improves team or Individual Performance, simplifies field management.
Detailed description of the invention
Fig. 1 shows the flow chart of the task tracking embodiment one of call center of the present invention；
Fig. 2 shows the flow charts of the task tracking embodiment two of call center of the present invention；
The program module that Fig. 3 shows the task tracking system first embodiment of call center in electronic device of the present invention is shown
It is intended to；
The program module that Fig. 4 shows the task tracking system second embodiment of call center in electronic device of the present invention is shown
It is intended to；
Fig. 5 shows the hardware structure schematic diagram of one embodiment of computer equipment of the present invention.
Specific embodiment
The present invention is further illustrated below by the mode of embodiment, but does not therefore limit the present invention to the reality
It applies among a range.
Firstly, the present invention proposes a kind of task tracking of call center.
In example 1, as shown in Figure 1, the task tracking of the call center includes the following steps：
S1, the traffic basic data for obtaining calling system record, calculate every traffic according to the traffic basic data
Index.
The calling system, which is developed so far, has had more and more functions, and calling system is not only used to take client's electricity
Words, are also equipped with data storage function, each course of work all matters, big and small attended a banquet can be recorded, wherein just including words
Business basic data.
The traffic basic data includes but is not limited to following various data：When current state, check-in time, call are total
It is long, total to communicate secondary, incoming call talk times, the incoming call duration of call, outgoing call number, outgoing call duration, final finishing duration, words
Final finishing number, calling total amount, call loss number, rest number, rest duration, keep number, keep duration, show busy number, show it is busy
Duration, free time length, number of request and call number etc..
Traffic basic data described above is directly recorded by calling system, is needed not move through and is calculated, quite
In initial data.Acquisition modes are preferably recycled according to preset interval and are obtained.
The traffic indicator includes but is not limited to current state duration, check-in duration, call is long, incoming call call is equal
Length, the equal handling duration of part, the percent of call lost, long, holding length of resting are adjusted after length, outgoing call length, words and shows to hurry grows
Deng.
The traffic indicator is calculated according to the traffic basic data, and specific calculation formula is as follows：
At the beginning of current state duration=current time-current state；
At the beginning of checking in duration=current time-check-in；
Call is long=total duration of conversing/total logical time；
The incoming call call long=incoming call duration of call/incoming call talk times；
Outgoing call duration=outgoing call duration/incoming call talk times；
It is adjusted after words and adjusts number after adjusting duration/words after growing=talking about；
It is adjusted after the equal handling duration of part=(incoming call call long+exhalation handles long)/2+ words long
The percent of call lost=call loss number/number of request；
Rest long=rest duration/rest number；
Keep long=holding duration/holding number；
Show to hurry and grow=shows that busy grow/shows busy number.
S2, judge whether every traffic indicator is not up to preset corresponding metrics-thresholds, the table if thering is one to be to be
Show that this traffic indicator is not up to standard, executes S3.
The metrics-thresholds are arranged in a one-to-one correspondence with the traffic indicator, only when all traffic indicators all touch the mark threshold value
When, it just indicates that these traffic indicators are corresponding and attends a banquet up to standard, i.e., do not generate task.
It include the ID that attends a banquet in the traffic basic data that calling system is recorded, with the source of distinguishes data；According to traffic
The ID that attends a banquet for including in traffic basic data can be inherited in the calculated every traffic indicator of basic data, therefore by never reaching
The ID that attends a banquet is intercepted in target traffic indicator can identify that specifically which is attended a banquet not up to standard.
S3, generate corresponding with traffic indicator not up to standard task be sent to described in traffic indicator not up to standard it is corresponding
It attends a banquet, and attends a banquet described in notifying and the task of checking and execute, the attribute of the task includes traffic indicator item, mandatory period and prompt
Mode.
The type of the task include shorten part arrange duration, reduce the percent of call lost, shorten that rest is long and shortening show it is busy
It is long.
When attending a banquet when arranging duration beyond all average values for arranging duration attended a banquet, generates shortening part and arrange
The task of duration.
When the call loss number attended a banquet is greater than the average value of all percents of call lost attended a banquet, the reducing the percent of call lost of the task is generated.
When the long average value grown more than all rests attended a banquet of the rest attended a banquet, generates and shorten long times that rest
Business.
When showing of attending a banquet it is busy it is long be more than it is all attend a banquet when showing busy long average value, generate to shorten and show busy long appoint
Business.
Depending on the quantity of traffic indicator not up to standard, same attend a banquet generates the quantity of the task in the same time
The quantity of the task is at least one.If one is attended a banquet and has multinomial traffic indicator not up to standard, can generate simultaneously
A task, the multiple task may be performed simultaneously line trace of going forward side by side.
It is one such or a variety of that the mode of the notice can be short message, mail, phone etc..
The prompting mode includes prompt interval, prompt number, prompt means etc..For example, remaining from ending to task
From 50% time, daily send 1 information to attend a banquet with prompt；It is daily to send 2 from ending remaining 30% time to task
Information, which is given, attends a banquet to prompt；From ending remaining 20% time to task, 3 information are sent daily to attending a banquet to prompt.S4,
The traffic basic data attended a banquet for obtaining execution task in mandatory period in real time from calling system, according to traffic basis number
According to calculating the every traffic indicator attended a banquet, then found out from every traffic indicator and keep in the corresponding traffic of the task
Index.
Whether the temporary traffic indicator of S5, judgement is not up to preset metrics-thresholds, and includes according in the attribute of task
Prompting mode the judging result is sent to the attending a banquet to prompt of the execution task.
Within the execution phase of task, need to carry out the relevant traffic indicator of task to continue tracing and monitoring, and according to prompt
The case where mode learns tracking inform it is corresponding attend a banquet, to play supervision role, adjust the work of oneself in time so that attending a banquet
State, in mandatory period will not item up to standard be changed to it is up to standard.
S6, judge the task beginning day to current time whether be more than the task mandatory period, if then
S7 is executed, if otherwise executing S4.
Whether the temporary traffic indicator of S7, judgement is not up to preset metrics-thresholds, if then alert is extremely managed
Reason personnel, if otherwise terminating.
After mandatory period warp, it is assumed that the traffic indicator that task is related to is also below standard, then needs to send a warning
The administrative staff to attend a banquet are given, so that administrative staff learn the working condition attended a banquet in time.
By embodiment one, the objective judgement to work of attending a banquet may be implemented, it is not up to standard to certain traffic indicators to attend a banquet
Customized task makes it through the professional skill that execution task improves itself；Meanwhile during the execution of task, appoint to what is attended a banquet
Business executive condition is carried out continuing to track and be reminded, and is had whether so as to attend a banquet to the raising of itself professional skill intuitive
Solution, the more conducively raising of its professional skill.
Below for for a certain attend a banquet generation task and tracking, illustrate：
1, got from calling system attend a banquet 1234 traffic basic data, calculated according to these traffic basic datas
Every traffic indicator, it is 5 minutes that wherein part, which arranges duration, and the percent of call lost 90% is rested a length of 10 minutes, is shown busy long
3 minutes.
2, assume that the long average values of all rests attended a banquet are 8 minutes, that is, " rest is equal for 1234 traffic indicator of attending a banquet
It is long " it is not up to standard.
3, it generates and shortens the long task of rest, which attended a banquet 1234 in 30 days, and rest length is shortened to 8
Minute, after task execution 15 days, 1 prompt information is sent daily to 1234, after task execution 21 days, transmission daily of attending a banquet
2 prompt informations are to attending a banquet 1234, after task execution 26 days, send 3 prompt informations daily to attending a banquet 1234.
4, before sending prompt information, obtained from calling system attend a banquet 1234 traffic basic data, and calculate seat
Then every traffic indicator of seat 1234 finds traffic indicator " rest is long ".
5, judgement attend a banquet 1234 rest length whether shorten to 8 minutes；If so, the prompt according to step 3
Mode sends prompt information " the long task of the shortening rest that you execute is up to standard " to attending a banquet 1234；If it is not, then according to step
Prompting mode described in 3 sends prompt information " your rest a length of * *, below standard, continuing with making great efforts " to attending a banquet 1234.
If the 1234 execution task of 6, attending a banquet is 30 days also less than, step 4 and 5 are repeated, until 1234 execution of attending a banquet
The task is 30 days full.
If after 1234 execution task of 7, attending a banquet is 1 month full, traffic indicator " rest is long " is 8 ' 20 ", i.e., this is attended a banquet
1234 in mandatory period, and the long task of execution shortening rest is below standard, and task terminates at this time, needs alert extremely
Administrative staff are taken further measures with reminding administrative staff that concern attends a banquet 1234.
In example 2, it is based on the basis of embodiment one, as shown in Fig. 2, the task of the call center tracks
Method includes the following steps：
S1-S6 is as in the first embodiment, details are not described herein again.
Wherein, the prompt side during the attribute of task described in S3 also includes extension duration after mission failure and delays
Formula.
Prompting mode during the extension may be the same or different independently of prompting mode above-mentioned.
S7, judge whether the corresponding traffic indicator of the index monitored item is not up to preset metrics-thresholds, if executing
S701, if otherwise terminating.
S701, judge in the task whether to include extension duration, if so then execute S702, if otherwise issuing alarm signal
It ceases to administrative staff.
Assuming that including extension duration in task, indicate that in defined mandatory period, task is simultaneously without completion task
Do not terminate at once, but continue to execute, extension duration is equivalent to the grace period for giving the task that executes of attending a banquet.
S702, judge whether day to the current time that task starts is more than summation of the mandatory period plus extension duration, if
Otherwise S4 is executed, if then alert is to administrative staff.
Task is remained unfulfilled after attending a banquet in extension, assert the mission failure attended a banquet, alert to management
Personnel.
Example is connected, by taking the prompting mode during the attribute of task also includes extension duration and delays as an example, is illustrated：
Assuming that attending a banquet 1234 after execution task is 30 days full, traffic indicator " rest is long " is still below standard, the task
A length of 10 days when extension, prompting mode during extension is to send 4 SMS Tips daily to attending a banquet 1234.
During extension, judgement 1234 execution of attending a banquet shorten whether the long task of rest has reach 40 days；If no, holding
Row step 4, then judgement attend a banquet 1234 rest length whether shorten to 8 minutes；If so, sending 4 prompt informations daily
" the long task of the shortening rest that you execute is up to standard " is to attending a banquet 1234；If it is not, then send daily 4 prompt informations " you
Rest a length of * *, below standard, continuing with making great efforts " to attending a banquet 1234, until 1234 execution task of attending a banquet is 40 days full.
After passing through during extension, that is, 1234 execution of attending a banquet shorten the long task of rest completely after 40 days, if this is attended a banquet
1234 rest grows that below standard (such as a length of 8 ' 10 ") of resting, task formally terminates at this time, and alert is to managing
Personnel are taken further measures with reminding administrative staff that concern attends a banquet 1234；If this is attended a banquet, (example up to standard is grown in 1234 rest
It such as rests a length of 7 ' 55 "), task formally terminates at this time, without alert to administrative staff.
Secondly, being stored with the task tracking of call center on the electronic device the invention proposes a kind of electronic device
System 20, the system 20 can be divided into one or more program module.
For example, Fig. 4 shows the program module schematic diagram of 20 first embodiment of task tracking system of the call center,
In the embodiment, the system 20 can be divided into data acquisition computing module 201, traffic indicator judgment module 202, task
It generates notification module 203, traffic indicator tracking module 204, time limit judgment module 205 and result and judges alarm module 206.Its
In, the so-called program module of the present invention is the series of computation machine program instruction section for referring to complete specific function, more than program
It is suitable for describing implementation procedure of the task tracking system 20 of the call center in the electronic device 2.Being described below will
Specifically introduce the concrete function of the program module 201-206.
The data acquisition computing module 201 is used to obtain the traffic basic data of calling system record, according to the words
Business basic data calculates every traffic indicator.
The traffic basic data includes but is not limited to following various data：When current state, check-in time, call are total
It is long, total to communicate secondary, incoming call talk times, the incoming call duration of call, outgoing call number, outgoing call duration, final finishing duration, words
Final finishing number, calling total amount, call loss number, rest number, rest duration, keep number, keep duration, show busy number, show it is busy
Duration, free time length, number of request and call number etc..
The traffic indicator includes but is not limited to current state duration, check-in duration, call is long, incoming call call is equal
Length, the equal handling duration of part, the percent of call lost, long, holding length of resting are adjusted after length, outgoing call length, words and shows to hurry grows
Deng.
The traffic indicator is calculated according to the traffic basic data, and specific calculation formula is as follows：
At the beginning of current state duration=current time-current state；
At the beginning of checking in duration=current time-check-in；
Call is long=total duration of conversing/total logical time；
The incoming call call long=incoming call duration of call/incoming call talk times；
Outgoing call duration=outgoing call duration/incoming call talk times；
It is adjusted after words and adjusts number after adjusting duration/words after growing=talking about；
It is adjusted after the equal handling duration of part=(incoming call call long+exhalation handles long)/2+ words long
The percent of call lost=call loss number/number of request；
Rest long=rest duration/rest number；
Keep long=holding duration/holding number；
Show to hurry and grow=shows that busy grow/shows busy number.
The traffic indicator judgment module 202 refers to for judging whether every traffic indicator is not up to preset correspondence
Mark threshold value.
The metrics-thresholds are arranged in a one-to-one correspondence with the traffic indicator.
The task, which generates notification module 203 and is used to work as, has any one traffic indicator to be not up to preset corresponding index threshold
When value, generate corresponding with traffic indicator not up to standard task be sent to described in traffic indicator not up to standard is corresponding attends a banquet,
And attend a banquet and the task of checking and execute described in notifying, the attribute of the task includes traffic indicator item, mandatory period and prompting mode.
It include the ID that attends a banquet in the traffic basic data that calling system is recorded, with the source of distinguishes data；According to traffic
The ID that attends a banquet for including in traffic basic data can be followed in the calculated every traffic indicator of basic data, therefore by from traffic
The ID that attends a banquet is intercepted in index can identify that specifically which is attended a banquet not up to standard.
For the quantity of the task depending on the quantity of traffic indicator not up to standard, the quantity of the task is one or more
A, multiple tasks may be performed simultaneously line trace of going forward side by side.
It is one such or a variety of that the mode of the notice can be short message, mail, phone etc..
The prompting mode includes prompt interval, prompt number, prompt means etc..For example, remaining from ending to task
From 50% time, daily send 1 information to attend a banquet with prompt；It is daily to send 2 from ending remaining 30% time to task
Information, which is given, attends a banquet to prompt；From ending remaining 20% time to task, 3 information are sent daily to attending a banquet to prompt.
The traffic indicator tracking module 204 for obtaining execution task in real time in mandatory period from calling system
The traffic basic data attended a banquet calculates the every traffic indicator attended a banquet according to the traffic basic data, from the items
The corresponding traffic indicator of the task is found out and kept in traffic indicator, then judges whether the temporary traffic indicator does not reach
The judging result is sent to the execution to preset metrics-thresholds, and according to the prompting mode for including in the attribute of task
Task is attended a banquet to be prompted.
The time limit judgment module 205 is used to judge whether day to the current time of the beginning of the task to be more than described appoint
The mandatory period of business.
The result judge alarm module 206 for when the task beginning day to current time more than the task
Mandatory period when, judge the temporary traffic indicator whether be not up to preset metrics-thresholds, if then issuing alarm signal
It ceases to administrative staff.
By this system, the objective judgement to work of attending a banquet may be implemented, attend a banquet not up to standard to certain traffic indicators is fixed
Task processed makes it through the professional skill that execution task improves itself；Meanwhile during the execution of task, to attending a banquet for task
Executive condition is carried out continuing to track and be reminded, and is had whether so as to attend a banquet to the raising of itself professional skill intuitive
Solution, the more conducively raising of its professional skill.
In another example Fig. 5 shows the program module signal of 20 second embodiment of task tracking system of the call center
Figure, in the embodiment, the task tracking system 20 of the call center can also be divided into data acquisition computing module 201,
Traffic indicator judgment module 202, task generate notification module 203, traffic indicator tracking module 204, time limit judgment module 205,
As a result judge alarm module 206, delay time limit identification module 207 and time limit judgment module 208 of delaying.
Wherein, the same first embodiment of program module 201-206, details are not described herein again.
The task generates during the task that notification module 203 generates also includes extension duration after mission failure and delay
Prompting mode.
Whether the extension time limit identification module 207 is for judging in the task to include extension duration.
When the extension time limit judgment module 208 is for including extension duration in the task, institute is further judged
Whether day to the current time for stating the beginning of task is more than summation of the mandatory period plus the extension duration.
Extension duration is increased in the present embodiment, the grace period for giving the task that executes of attending a banquet is equivalent to, when at defined
When being engaged in the time limit without completion task, task does not terminate at once, but continues to execute, until remaining unfulfilled task after delaying
, just assert the mission failure attended a banquet, alert to administrative staff.
Again, the present invention also puts forward a kind of computer equipment.
As shown in fig.5, being the hardware structure schematic diagram of one embodiment of computer equipment of the present invention.In the present embodiment, institute
Stating computer equipment 2 is that one kind can be automatic to carry out at numerical value calculating and/or information according to the instruction for being previously set or storing
The equipment of reason.For example, it may be smart phone, tablet computer, laptop, desktop computer, rack-mount server, blade
Formula server, (including the service composed by independent server or multiple servers of tower server or Cabinet-type server
Device cluster) etc..As shown, the computer equipment 2 includes at least, but it is not limited to, company can be in communication with each other by system bus
Connect memory 21, processor 22, network interface 23 and the task tracking system 20 of call center.Wherein：
The memory 21 includes at least a type of computer readable storage medium, and the readable storage medium storing program for executing includes
Flash memory, hard disk, multimedia card, card-type memory (for example, SD or DX memory etc.), random access storage device (RAM), it is static with
Machine accesses memory (SRAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), programmable
Read memory (PROM), magnetic storage, disk, CD etc..In some embodiments, the memory 21 can be the meter
Calculate the internal storage unit of machine equipment 2, such as the hard disk or memory of the computer equipment 2.In further embodiments, described to deposit
It is hard that reservoir 21 is also possible to the plug-in type being equipped on the External memory equipment of the computer equipment 2, such as the computer equipment 2
Disk, intelligent memory card (Smart Media Card, SMC), secure digital (Secure Digital, SD) card, flash card
(Flash Card) etc..Certainly, the memory 21 can also both include the internal storage unit of the computer equipment 2 or wrap
Include its External memory equipment.In the present embodiment, the memory 21 is installed on the behaviour of the computer equipment 2 commonly used in storage
Make system and types of applications software, for example, the call center task tracking system 20 program code etc..In addition, described deposit
Reservoir 21 can be also used for temporarily storing the Various types of data that has exported or will export.
The processor 22 can be in some embodiments central processing unit (Central Processing Unit,
CPU), controller, microcontroller, microprocessor or other data processing chips.The processor 22 is commonly used in the control meter
Calculate machine equipment 2 overall operation, such as execute with the computer equipment 2 carry out data interaction or communication it is relevant control and
Processing etc..In the present embodiment, the processor 22 is for running the program code stored in the memory 21 or processing number
According to, such as run the task tracking system 20 of call center etc..
The network interface 23 may include radio network interface or wired network interface, which is commonly used in
Communication connection is established between the computer equipment 2 and other computer equipments.For example, the network interface 23 is for passing through net
The computer equipment 2 is connected by network with exterior terminal, establishes data biography between the computer equipment 2 and exterior terminal
Defeated channel and communication connection etc..The network can be intranet (Intranet), internet (Internet), whole world shifting
Dynamic communication system (Global System of Mobile communication, GSM), wideband code division multiple access (Wideband
Code Division Multiple Access, WCDMA), 4G network, 5G network, bluetooth (Bluetooth), the nothings such as Wi-Fi
Line or cable network.
It should be pointed out that Fig. 5 illustrates only the computer equipment 2 with component 21-23, it should be understood that simultaneously
All components shown realistic are not applied, the implementation that can be substituted is more or less component.
In the present embodiment, the task tracking system 20 for being stored in the call center in memory 21 can be by one
Or performed by multiple processors (the present embodiment is processor 22), to complete the behaviour of the task tracking of above-mentioned call center
Make.
In addition, a kind of computer readable storage medium of the present invention, which is non-volatile readable
Storage medium, is stored with computer program instructions, the computer program instructions can performed by least one processor,
So that at least one described processor executes the step of task tracking of call center described in any of the above embodiments.
Although specific embodiments of the present invention have been described above, it will be appreciated by those of skill in the art that this is only
For example, protection scope of the present invention is to be defined by the appended claims.Those skilled in the art without departing substantially from
Under the premise of the principle and substance of the present invention, many changes and modifications may be made, but these change and
Modification each falls within protection scope of the present invention.
Claims (10)
1. a kind of task tracking of call center, which is characterized in that include the following steps：
S1, the traffic basic data for obtaining calling system record, calculate every traffic indicator according to the traffic basic data；
S2, judge whether every traffic indicator is not up to preset corresponding metrics-thresholds, indicating if having one to be to be should
Item traffic indicator is not up to standard, executes S3；
S3, generate corresponding with traffic indicator not up to standard task be sent to described in the corresponding seat of not up to standard traffic indicator
Seat, and attend a banquet described in notifying and the task of checking and execute, the attribute of the task includes traffic indicator item, mandatory period and prompt side
Formula；
S4, the traffic basic data attended a banquet for obtaining execution task in real time from calling system in mandatory period, according to described
Traffic basic data calculates the every traffic indicator attended a banquet, and then finds out from every traffic indicator and keeps in the task
Corresponding traffic indicator；
Whether the temporary traffic indicator of S5, judgement is not up to preset metrics-thresholds, and is mentioned according to include in the attribute of task
Show that the judging result is sent to the attending a banquet to prompt of the execution task by mode；
S6, judge the task beginning day to current time whether be more than the task mandatory period, if so then execute
S7, if otherwise executing S4；
Whether the temporary traffic indicator of S7, judgement is not up to preset metrics-thresholds, if then alert is to administrator
Member, if otherwise terminating.
2. the task tracking of call center according to claim 1, which is characterized in that in the traffic basic data
With according to including the identical ID that attends a banquet in the calculated traffic indicator of the traffic basic data, according to described not up to standard
Traffic indicator in include attend a banquet that the ID confirmation traffic indicator not up to standard is corresponding to attend a banquet.
3. the task tracking of call center according to claim 1, which is characterized in that the type of the task includes
Shorten part arrange duration, reduce the percent of call lost, shorten that rest is long and shortening show it is busy long；
When attending a banquet when arranging duration beyond all average values for arranging duration attended a banquet, generates shortening part and arrange duration
Task；
When the call loss number attended a banquet is greater than the average value of all percents of call lost attended a banquet, the reducing the percent of call lost of the task is generated；
When the long average value grown more than all rests attended a banquet of the rest attended a banquet, generates and shorten long task of resting；
When showing of attending a banquet it is busy it is long be more than it is all attend a banquet when showing busy long average value, generate to shorten and show busy long task.
4. the task tracking of call center according to claim 1, which is characterized in that the quantity of task described in S3
Depending on the quantity of traffic indicator not up to standard, same attend a banquet is at least one in the quantity that the same time generates the task
It is a.
5. the task tracking of call center according to claim 1, which is characterized in that the attribute of task described in S3
Prompting mode also comprising the extension duration after mission failure and during delaying.
6. the task tracking of call center according to claim 5, which is characterized in that in the S7, reported issuing
It is further comprising the steps of before alert information to administrative staff：
S701, judge in the task whether to include extension duration, if so then execute S702, if otherwise alert is extremely
Administrative staff；
S702, judge whether day to the current time that the task starts is more than summation of the mandatory period plus extension duration, if
Otherwise S4 is executed, if then alert is to administrative staff.
7. a kind of electronic device, which is characterized in that the task tracking system of call center is stored on the electronic device, it is described
The task tracking system of call center includes：
Data acquisition computing module, for obtaining the traffic basic data of calling system record, according to the traffic basic data
Calculate every traffic indicator；
Traffic indicator judgment module, for judging whether every traffic indicator is not up to preset corresponding metrics-thresholds；
Task generates notification module, for generating when there is any one traffic indicator to be not up to preset corresponding metrics-thresholds
Task corresponding with traffic indicator not up to standard is sent to that the traffic indicator not up to standard is corresponding to attend a banquet, and described in notifying
The task of checking of attending a banquet simultaneously executes, and the attribute of the task includes traffic indicator item, mandatory period and prompting mode；
Traffic indicator tracking module, for obtaining the traffic of execution task attended a banquet in real time from calling system in mandatory period
Basic data calculates the every traffic indicator attended a banquet according to the traffic basic data, from every traffic indicator
The corresponding traffic indicator of the task is found out and kept in, then judges whether the temporary traffic indicator is not up to preset finger
Threshold value is marked, and the judging result is sent to by attending a banquet for the execution task according to the prompting mode for including in the attribute of task
To be prompted；
Time limit judgment module, for judge day that the task starts to current time whether be more than the task the task phase
Limit；
As a result judge alarm module, for when the task beginning day to current time be more than the task mandatory period
When, judge whether the temporary traffic indicator is not up to preset metrics-thresholds, if then alert is to administrator
Member.
8. electronic device according to claim 7, which is characterized in that
The task also include extension duration after mission failure and delay during prompting mode；
The task tracking system of the call center further includes：
Extension time limit identification module, for judging in the task whether to include extension duration；
Extension time limit judgment module judges the day of the beginning of the task when for including extension duration in the task
It whether is more than summation of the mandatory period plus the extension duration to current time.
9. a kind of computer equipment, including memory and processor, which is characterized in that being stored on the memory can be described
The task tracking system for the call center that processor executes realizes such as claim 1- when the system is executed by the processor
The step of task tracking of call center described in any one of 6.
10. a kind of computer readable storage medium, which is characterized in that be stored with computer in the computer readable storage medium
Program instruction, the computer program instructions can be performed by least one processors, so that at least one described processor is held
The step of row such as task tracking of call center of any of claims 1-6.
Priority Applications (2)
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| CN201810538001.XA CN108881646B (en) | 2018-05-30 | 2018-05-30 | Task tracking method, device, equipment and storage medium of call center |
| PCT/CN2018/095865 WO2019227622A1 (en) | 2018-05-30 | 2018-07-17 | Task tracking method, apparatus, and device for call center, and storage medium |
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| CN201810538001.XA CN108881646B (en) | 2018-05-30 | 2018-05-30 | Task tracking method, device, equipment and storage medium of call center |
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| CN108881646B (en) | 2021-04-02 |
| WO2019227622A1 (en) | 2019-12-05 |
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