CN109697551A - A kind of government affairs service evaluation system based on big data - Google Patents
A kind of government affairs service evaluation system based on big data Download PDFInfo
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Abstract
The invention discloses a kind of government affairs service evaluation system based on big data, including grade module, internal circular module, the people of big data storage module, top control module, the first automatic scoring module, active evaluation module, the second automatic scoring module, summarizing module, general comment sub-module, teller grade module, external notification module, drawing module and display terminal；The first automatic scoring module is made of the first camera and the first voice input module；The active evaluation module is made of people's grading module with teller's evaluation module；The second automatic scoring module is made of second camera and the second voice input module；The general comment sub-module is made of people's general comment sub-module and teller's general comment sub-module；The present invention can more objectively realize that both sides mutually comment, and effectively avoid the poor situation commented of malice caused by not objective factor and occur, and promotion self diathesis that can be conscious with effective stimulus both sides.
Description
Technical field
The invention belongs to service evaluation fields, are related to evaluation system technology, specifically a kind of government affairs clothes based on big data
Business evaluation system.
Background technique
Economic rapid development causes the increasingly competitive of all trades and professions, the requirement for customer service quality standard
It is higher and higher.The service quality for how improving unit, the work incentive for improving attendant are put in face of unit leader
One pressing issues, for the service quality for improving attendant, promotion serves customers satisfaction, the service evaluation system developed,
After the exploitation of evaluation system can help customer to complete business, customer is asked to evaluate the service quality of attendant,
Facilitate manager to count the service quality of attendant, promote enterprises and institutions to improve service, increase customer satisfaction degree,
Evaluation system is closed in industry in each row of application application, also will use evaluation system in government affairs service to comment teller
Valence.
Existing evaluation system can only be evaluated by being serviced people to service people mostly, and inadequate when evaluation
Objective, easy to carry personal view causes evaluation not just enough, is easy to appear the poor situation commented of malice and occurs, and evaluated
Service people cannot be stimulated to promote oneself attitude in journey, can not stimulate and self diathesis is consciously improved by service people, to commenting
The use of valence system brings certain influence.
Summary of the invention
The purpose of the present invention is to provide a kind of government affairs service evaluation system based on big data.
The technical problems to be solved by the invention are as follows:
(1) how more preferably to realize that both sides mutually comment, allow the evaluation more objective and fair of both sides；
(2) both sides how preferably to be stimulated to promote the quality of oneself；
The purpose of the present invention can be achieved through the following technical solutions:
A kind of government affairs service evaluation system based on big data, including big data storage module, top control module, first are automatically
Grading module, active evaluation module, the second automatic scoring module, summarizing module, general comment sub-module, teller grading module, inside
Notification module, people's grading module, external notification module, drawing module and display terminal；
The first automatic scoring module is made of the first camera and the first voice input module；
The active evaluation module is made of people's grading module with teller's evaluation module；
The second automatic scoring module is made of second camera and the second voice input module；
The general comment sub-module is made of people's general comment sub-module and teller's general comment sub-module；
The top control module and big data storage module communicate to connect, and the first automatic scoring module, actively score mould
Block and the second automatic scoring module are communicated to connect with top control module, the summarizing module respectively with state the first automatic scoring mould
Block, active grading module and the second automatic scoring module communicate to connect, and the general comment sub-module and summarizing module communicate to connect, institute
Teller's grading module, people's grading module and drawing module is stated to communicate to connect with general comment sub-module；
The internal circular module and teller's grading module communication connection, the external notification module and people's grading module
Communication connection, the display terminal and drawing module communication connection；
The first automatic scoring module is used to specifically comment to scoring after people's transacting business to the people
Divide process as follows:
Before S1: the first camera is mounted on sales counter, people is lined up when jumping the queue when the first camera takes, is jumped the queue as deduction of points
, deduction of points number is preset value, which is labeled as Q1, the specific decision process jumped the queue is as follows:
Image before SS1: the first camera meeting captured in real-time sales counter；
SS2: the first camera will record lower all facial images and facial characteristics for being lined up people during shooting；
SS3: when the first camera shooting image in the same typing facial information preset time in shooting
When occurring more than preset times in content, it can determine that the corresponding queuing of the face is artificially jumped the queue；
The speech content of S2: the first voice input module meeting real-time reception business handling person, as transacting business person and teller
When quarrelling, unhandsome quarrel is deduction of points item, and deduction of points number is preset value, which is labeled as Q2, rude quarrel
Specific decision process is as follows:
SS1: the first voice input module can real-time typing business handling person speech content；
SS2: the sound of speaking information of business handling person can be converted to waveform diagram；
SS3: the first automatic scoring module analyzes waveform diagram, when waveform diagram wave crest distance be more than preset value, and
Determine when crest height is more than preset value, the person of handling is carrying out unhandsome quarrel；
S3: the default of each transactor is divided into preset value M, passes through the available single transactor's of formula M-Q1-Q2=F
Final scoring F；
For the second automatic scoring module for scoring to teller, specific scoring process is as follows:
S1: the image of second camera meeting captured in real-time teller plays hand when second camera, which takes teller, plays mobile phone
Machine is deduction of points item, and deduction of points value is preset value, which is labeled as W1 by J, and the movement for playing mobile phone specifically determines to show themselves in that
SS1: the place between the eyebrows and nose of teller is accordingly to be regarded as a bit, and the two line is formed facial vertical line；
SS2: when the facial vertical line of teller and the angle of vertical direction are more than default more than the time of preset value and holding
Between, while can determine that teller is playing mobile phone when the finger presence movement of teller；
S2: when at work the interior seat that leaves without reason is determined as item of deducting points, deduction of points value is more than preset time to teller
The deduction of points item is labeled as W2 by preset value；
S3: the second voice input module can record acoustic information of the teller in transacting business in real time, when the word speed of teller
More than preset value, it can be judged as deduction of points item, deduction of points number is preset value, which is expressed as W3；
S4: the second voice input module can monitor the decibel value of teller's sound, when the sound of teller is less than default decibel value
When preset times, it can be judged as deduction of points item, deduction of points number is preset value, which is labeled as W3；
S5: the default total score of teller is M, passes through the scoring Y of the available teller of formula M-W1-W2-W3-W4=Y；
People's grading module scores for teller to the personnel of transacting business, and teller's grading module is used for
The personnel of transacting business score to teller, and the standards of grading of the people's grading module and teller's grading module are as follows: S1:
By grading system set it is outstanding, good, qualified with it is unqualified；
S2: qualification corresponds to 90 points or more to outstanding, well corresponds to 71 to 90 points, qualification corresponds to 60 to 70 points, no
Qualification corresponds to 60 points or less；
The general comment sub-module uses tricks to calculate the overall merit point of the overall merit point and transacting business personnel when Receptionist,
The calculating process of the overall merit of middle Receptionist point is as follows:
S1: the scoring that sales counter evaluation module is chosen is labeled as P；
S2: because the scoring scored with artificially evaluated that automatic Evaluation goes out is different to the influence degree of overall score, it is
Influence of the Y to overall score is highlighted, correction value T2, T1+T2=1, the T1 < of correction value T1, Y mono- of P mono- T2 is now assigned；
S3: by formula P*TI+Y*T2=Ki, the odd-numbered day overall score Ki, i=1 ... n of available Receptionist；
S4: Ki all obtained by single teller in the odd-numbered day, which is added, can be obtained the total of teller divided by scoring number again
Score K；
Wherein, the overall merit process of transacting business personnel is as follows:
S1: the scoring that people's evaluation module is chosen is labeled as G；
S2: because the scoring scored with artificially evaluated that automatic Evaluation goes out is different to the influence degree of overall score, it is
Influence of the F to overall score is highlighted, correction value V2, the V1+V2=1.V1 > of correction value V1, G mono- of F mono- V2 is now assigned；
S3: by formula F * V1+F*V2=S it can be concluded that the overall score S of transacting business personnel；
Teller's grading module is used to grade to teller according to the scoring situation obtained in teller's previous moon,
Its specific ranking process is as follows: being added the overall score K in the preset value Z working day of teller to obtain the general comment in Z working day
/ and J, the monthly overall score B of teller can be calculated by formula X/Z=B, and B is subjected to row from high to low according to numerical value
Column choose the highest preceding X teller of numerical value and grade according to the high to Low sequence of B value；
The internal circular module is used to broadcast the identity information for the personnel for obtaining grading.
Further, the drawing module is used to the calculated score of general comment sub-module being fabricated to histogram and pie
Figure, the display terminal are used to show the histogram and cake chart that drawing module making goes out.
Further, the summarizing module is used to comment the first automatic measure grading module, the second automatic measure grading module and active
The information that valence module transfers out is aggregated into general comment sub-module.
Further, the display terminal is mobile phone, intelligent mobile terminal and the end PC.
Beneficial effects of the present invention:
(1) present invention passes through the setting of the first automatic scoring module, the second automatic scoring module and active grading module, energy
Enough more objective mutual scorings practised between teller and business handling personnel effectively prevent malice caused by personal objective factor
The situation that difference is commented occurs, and ensure that the fairness of scoring, and the service quality of teller is conveniently improved from another and is improved and is done
Manage the personal quality of business personnel personnel；
(2) the teller's grading module and people's grading module for passing through setting, can be according to teller with business handling personnel's
To be classified to it, different classifications has different benefits for scoring, and the teller to do very well and business handling people is allowed all to reach income,
To further allow the service quality for promoting oneself that teller can be conscious, the promotion that business handling personnel can be conscious is allowed
Personal quality.
Detailed description of the invention
In order to facilitate the understanding of those skilled in the art, the present invention will be further described below with reference to the drawings.
Fig. 1 is system block diagram of the invention.
Specific embodiment
As shown in Figure 1, a kind of government affairs service evaluation system based on big data, including big data storage module, master control mould
Block, the first automatic scoring module, active evaluation module, the second automatic scoring module, summarizing module, general comment sub-module, Gui Yuanping
Grade module, internal circular module, people's grading module, external notification module, drawing module and display terminal；
The first automatic scoring module is made of the first camera and the first voice input module；
The active evaluation module is made of people's grading module with teller's evaluation module；
The second automatic scoring module is made of second camera and the second voice input module；
The general comment sub-module is made of people's general comment sub-module and teller's general comment sub-module；
The top control module and big data storage module communicate to connect, and the first automatic scoring module, actively score mould
Block and the second automatic scoring module are communicated to connect with top control module, the summarizing module respectively with state the first automatic scoring mould
Block, active grading module and the second automatic scoring module communicate to connect, and the general comment sub-module and summarizing module communicate to connect, institute
Teller's grading module, people's grading module and drawing module is stated to communicate to connect with general comment sub-module；
The internal circular module and teller's grading module communication connection, the external notification module and people's grading module
Communication connection, the display terminal and drawing module communication connection；
The first automatic scoring module is used to specifically comment to scoring after people's transacting business to the people
Divide process as follows:
Before S1: the first camera is mounted on sales counter, people is lined up when jumping the queue when the first camera takes, is jumped the queue as deduction of points
, deduction of points number is preset value, which is labeled as Q1, the specific decision process jumped the queue is as follows:
Image before SS1: the first camera meeting captured in real-time sales counter；
SS2: the first camera will record lower all facial images and facial characteristics for being lined up people during shooting；
SS3: when the first camera shooting image in the same typing facial information preset time in shooting
When occurring more than preset times in content, it can determine that the corresponding queuing of the face is artificially jumped the queue；
The speech content of S2: the first voice input module meeting real-time reception business handling person, as transacting business person and teller
When quarrelling, unhandsome quarrel is deduction of points item, and deduction of points number is preset value, which is labeled as Q2, rude quarrel
Specific decision process is as follows:
SS1: the first voice input module can real-time typing business handling person speech content；
SS2: the sound of speaking information of business handling person can be converted to waveform diagram；
SS3: the first automatic scoring module analyzes waveform diagram, when waveform diagram wave crest distance be more than preset value, and
Determine when crest height is more than preset value, the person of handling is carrying out unhandsome quarrel；
S3: the default of each transactor is divided into preset value M, passes through the available single transactor's of formula M-Q1-Q2=F
Final scoring F；
For the second automatic scoring module for scoring to teller, specific scoring process is as follows:
S1: the image of second camera meeting captured in real-time teller plays hand when second camera, which takes teller, plays mobile phone
Machine is deduction of points item, and deduction of points value is preset value, which is labeled as W1 by J, and the movement for playing mobile phone specifically determines to show themselves in that
SS1: the place between the eyebrows and nose of teller is accordingly to be regarded as a bit, and the two line is formed facial vertical line；
SS2: when the facial vertical line of teller and the angle of vertical direction are more than default more than the time of preset value and holding
Between, while can determine that teller is playing mobile phone when the finger presence movement of teller；
S2: when at work the interior seat that leaves without reason is determined as item of deducting points, deduction of points value is more than preset time to teller
The deduction of points item is labeled as W2 by preset value；
S3: the second voice input module can record acoustic information of the teller in transacting business in real time, when the word speed of teller
More than preset value, it can be judged as deduction of points item, deduction of points number is preset value, which is expressed as W3；
S4: the second voice input module can monitor the decibel value of teller's sound, when the sound of teller is less than default decibel value
When preset times, it can be judged as deduction of points item, deduction of points number is preset value, which is labeled as W3；
S5: the default total score of teller is M, passes through the scoring Y of the available teller of formula M-W1-W2-W3-W4=Y；
People's grading module scores for teller to the personnel of transacting business, and teller's grading module is used for
The personnel of transacting business score to teller, and the standards of grading of the people's grading module and teller's grading module are as follows: S1:
By grading system set it is outstanding, good, qualified with it is unqualified；
S2: qualification corresponds to 90 points or more to outstanding, well corresponds to 71 to 90 points, qualification corresponds to 60 to 70 points, no
Qualification corresponds to 60 points or less；
The general comment sub-module uses tricks to calculate the overall merit point of the overall merit point and transacting business personnel when Receptionist,
The calculating process of the overall merit of middle Receptionist point is as follows:
S1: the scoring that sales counter evaluation module is chosen is labeled as P；
S2: because the scoring scored with artificially evaluated that automatic Evaluation goes out is different to the influence degree of overall score, it is
Influence of the Y to overall score is highlighted, correction value T2, T1+T2=1, the T1 < of correction value T1, Y mono- of P mono- T2 is now assigned；
S3: by formula P*TI+Y*T2=Ki, the odd-numbered day overall score Ki, i=1 ... n of available Receptionist；
S4: Ki all obtained by single teller in the odd-numbered day, which is added, can be obtained the total of teller divided by scoring number again
Score K；
Wherein, the overall merit process of transacting business personnel is as follows:
S1: the scoring that people's evaluation module is chosen is labeled as G；
S2: because the scoring scored with artificially evaluated that automatic Evaluation goes out is different to the influence degree of overall score, it is
Influence of the F to overall score is highlighted, correction value V2, the V1+V2=1.V1 > of correction value V1, G mono- of F mono- V2 is now assigned；
S3: by formula F * V1+F*V2=S it can be concluded that the overall score S of transacting business personnel；
Teller's grading module is used to grade to teller according to the scoring situation obtained in teller's previous moon,
Its specific ranking process is as follows: being added the overall score K in the preset value Z working day of teller to obtain the general comment in Z working day
/ and J, the monthly overall score B of teller can be calculated by formula X/Z=B, and B is subjected to row from high to low according to numerical value
Column choose the highest preceding X teller of numerical value and grade according to the high to Low sequence of B value；
The internal circular module is used to broadcast the identity information for the personnel for obtaining grading.
The drawing module is used to the calculated score of general comment sub-module being fabricated to histogram and cake chart, the display
Terminal is used to show the histogram and cake chart that drawing module making goes out；The summarizing module is used for the first automatic measure grading mould
The information that block, the second automatic measure grading module and active evaluation module transfer out is aggregated into general comment sub-module；The display terminal
For mobile phone, intelligent mobile terminal and the end PC.
A kind of government affairs service evaluation system based on big data, at work, top control module can be stored up from big data in real time
Called data and evaluation data are uploaded in storing module, top control module can control the first automatic Evaluation module, the second automatic Evaluation mould
Block score the personnel of teller and transacting business, and after automatic scoring is complete, teller can be by active evaluation module
People's evaluation module score come the personnel to transacting business, while the personnel of transacting business also can evaluate mould by teller
Block evaluates the service of teller, and the data after evaluation can concentrate and be aggregated into summarizing module, then will be converged by summarizing module
Total information, which is sent in general comment sub-module, carries out general comment, and people's general comment sub-module accounting in general comment sub-module calculates transacting business
The overall score of member personnel, teller's general comment sub-module accounting calculate the odd-numbered day overall score of teller, and the odd-numbered day overall score of teller can be sent out
It is sent in teller's grading module and grades, the information after grading can be notified to by internal circular modular member, and grade high member
It can receive awards, the score information of people's general comment sub-module can be sent in people's grading module into grading, obtain high ratings
Business handling can receive the notice that external notification module is sent, preferential transacting business can be obtained in next transacting business
Right, all score informations can be fabricated to histogram and cake chart by drawing module, and can be sent the figure made to aobvious
Show and is shown in terminal.
Beneficial effects of the present invention are as follows:
(1) present invention passes through the setting of the first automatic scoring module, the second automatic scoring module and active grading module, energy
Enough more objective mutual scorings practised between teller and business handling personnel effectively prevent malice caused by personal objective factor
The situation that difference is commented occurs, and ensure that the fairness of scoring, and the service quality of teller is conveniently improved from another and is improved and is done
Manage the personal quality of business personnel personnel；
(2) the teller's grading module and people's grading module for passing through setting, can be according to teller with business handling personnel's
To be classified to it, different classifications has different benefits for scoring, and the teller to do very well and business handling people is allowed all to reach income,
To further allow the service quality for promoting oneself that teller can be conscious, the promotion that business handling personnel can be conscious is allowed
Personal quality.
Above content is only to structure of the invention example and explanation, affiliated those skilled in the art couple
Described specific embodiment does various modifications or additions or is substituted in a similar manner, without departing from invention
Structure or beyond the scope defined by this claim, is within the scope of protection of the invention.
Claims (4)
1. a kind of government affairs service evaluation system based on big data, which is characterized in that including big data storage module, master control mould
Block, the first automatic scoring module, active evaluation module, the second automatic scoring module, summarizing module, general comment sub-module, Gui Yuanping
Grade module, internal circular module, people's grading module, external notification module, drawing module and display terminal；
The first automatic scoring module is made of the first camera and the first voice input module；
The active evaluation module is made of people's grading module with teller's evaluation module；
The second automatic scoring module is made of second camera and the second voice input module；
The general comment sub-module is made of people's general comment sub-module and teller's general comment sub-module；
The top control module and big data storage module communicate to connect, the first automatic scoring module, active grading module with
Second automatic scoring module with top control module communicate to connect, the summarizing module respectively with state the first automatic scoring module, master
Dynamic grading module and the second automatic scoring module communicate to connect, and the general comment sub-module and summarizing module communicate to connect, the cabinet
Member's grading module, people's grading module and drawing module are communicated to connect with general comment sub-module；
The internal circular module and teller's grading module communication connection, the external notification module are communicated with people's grading module
Connection, the display terminal and drawing module communication connection；
The first automatic scoring module is used to specifically score to scoring after people's transacting business to the people
Journey is as follows:
Before S1: the first camera is mounted on sales counter, when the first camera take be lined up people when jumping the queue, jump the queue for deduct points item,
Deduction of points number is preset value, which is labeled as Q1, the specific decision process jumped the queue is as follows:
Image before SS1: the first camera meeting captured in real-time sales counter；
SS2: the first camera will record lower all facial images and facial characteristics for being lined up people during shooting；
SS3: when the first camera shooting image in the same typing facial information preset time in content of shooting
In when occurring more than preset times, can determine that the corresponding queuing of the face is artificially jumped the queue；
The speech content of S2: the first voice input module meeting real-time reception business handling person, when transacting business person and teller occur
When quarrel, unhandsome quarrel is deduction of points item, and deduction of points number is preset value, which is labeled as Q2, rude quarrel is specific
Decision process is as follows:
SS1: the first voice input module can real-time typing business handling person speech content；
SS2: the sound of speaking information of business handling person can be converted to waveform diagram；
SS3: the first automatic scoring module analyzes waveform diagram, when the wave crest distance of waveform diagram is more than preset value, and wave crest
Determine when height is more than preset value, the person of handling is carrying out unhandsome quarrel；
S3: the default of each transactor is divided into preset value M, passes through the final of the available single transactor of formula M-Q1-Q2=F
Score F；
For the second automatic scoring module for scoring to teller, specific scoring process is as follows:
S1: the image of second camera meeting captured in real-time teller, when second camera, which takes teller, plays mobile phone, playing mobile phone is
Deduction of points item, deduction of points value are preset value, which is labeled as W1 by J, and the movement for playing mobile phone specifically determines to show themselves in that
SS1: the place between the eyebrows and nose of teller is accordingly to be regarded as a bit, and the two line is formed facial vertical line；
SS2: when teller facial vertical line and vertical direction angle be more than preset value and keep time be more than preset time, together
When teller finger exist movement when can determine teller play mobile phone；
S2: when at work the interior seat that leaves without reason is determined as item of deducting points, deduction of points value is default more than preset time to teller
The deduction of points item is labeled as W2 by value；
S3: the second voice input module can record acoustic information of the teller in transacting business in real time, when the word speed of teller is more than
Preset value can be judged as deduction of points item, and deduction of points number is preset value, which is expressed as W3；
S4: the second voice input module can monitor the decibel value of teller's sound, preset when the sound of teller is less than default decibel value
When number, it can be judged as deduction of points item, deduction of points number is preset value, which is labeled as W3；
S5: the default total score of teller is M, passes through the scoring Y of the available teller of formula M-W1-W2-W3-W4=Y；
People's grading module scores for teller to the personnel of transacting business, and teller's grading module is for handling
The personnel of business score to teller, and the standards of grading of the people's grading module and teller's grading module are as follows: S1: will comment
Graduation setting it is outstanding, good, qualified with it is unqualified；
S2: qualification corresponds to 90 points or more to outstanding, well corresponds to 71 to 90 points, and qualification corresponds to 60 to 70 points, unqualified
Correspond to 60 points or less；
The general comment sub-module uses tricks to calculate the overall merit point of the overall merit point and transacting business personnel when Receptionist, wherein cabinet
The calculating process of the overall merit of platform personnel point is as follows:
S1: the scoring that sales counter evaluation module is chosen is labeled as P；
S2: because the scoring scored with artificially evaluated that automatic Evaluation goes out is different to the influence degree of overall score, in order to convex
Aobvious influence of the Y to overall score, now assigns correction value T2, T1+T2=1, the T1 < of correction value T1, Y mono- of P mono- T2；
S3: by formula P*TI+Y*T2=Ki, the odd-numbered day overall score Ki, i=1 ... n of available Receptionist；
S4: Ki all obtained by single teller in the odd-numbered day is added to the overall score that teller can be obtained divided by scoring number again
K；
Wherein, the overall merit process of transacting business personnel is as follows:
S1: the scoring that people's evaluation module is chosen is labeled as G；
S2: because the scoring scored with artificially evaluated that automatic Evaluation goes out is different to the influence degree of overall score, in order to convex
Aobvious influence of the F to overall score, now assigns correction value V2, the V1+V2=1.V1 > of correction value V1, G mono- of F mono- V2；
S3: by formula F * V1+F*V2=S it can be concluded that the overall score S of transacting business personnel；
The teller grades module for grading according to the scoring situation obtained in teller's previous moon to teller, has
Body ranking process is as follows: being added to obtain the general comment in Z working day for the overall score K in the preset value Z working day of teller and divides it
And J, the monthly overall score B of teller can be calculated by formula X/Z=B, and B is subjected to arrangement from high to low according to numerical value,
The highest preceding X teller of numerical value is chosen to grade according to the high to Low sequence of B value；
The internal circular module is used to broadcast the identity information for the personnel for obtaining grading.
2. a kind of government affairs service evaluation system based on big data according to claim 1, which is characterized in that the drawing
Module is used to for the calculated score of general comment sub-module being fabricated to histogram and cake chart, and the display terminal is for showing drawing
The histogram and cake chart that module making goes out.
3. a kind of government affairs service evaluation system based on big data according to claim 1, which is characterized in that described to summarize
Module is used to for the information that the first automatic measure grading module, the second automatic measure grading module and active evaluation module transfer out being aggregated into always
In grading module.
4. a kind of government affairs service evaluation system based on big data according to claim 1, which is characterized in that the display
Terminal is mobile phone, intelligent mobile terminal and the end PC.
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| CN117876047A (en) * | 2023-12-28 | 2024-04-12 | 深圳市亿莱顿科技有限公司 | Control method and system of evaluation terminal, computer equipment and readable storage medium |
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