CN109829135A - A kind of method and device of Information Statistics - Google Patents
A kind of method and device of Information Statistics Download PDFInfo
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- CN109829135A CN109829135A CN201811571943.4A CN201811571943A CN109829135A CN 109829135 A CN109829135 A CN 109829135A CN 201811571943 A CN201811571943 A CN 201811571943A CN 109829135 A CN109829135 A CN 109829135A
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Abstract
The invention discloses a kind of method and devices of Information Statistics, wherein including one or more parameter items in N number of each complaint statistical form complained in statistical form, N is positive integer this method comprises: Information Statistics equipment presets N number of complaint statistical form；Information Statistics equipment obtains system data from local customer service system；Information Statistics equipment obtains phone call for appeal data from traffic platform；Information Statistics equipment obtains compensatory data from financial platform；Information Statistics equipment generates N number of complaint statistical form from obtaining the corresponding data of parameter item included in each complaint statistical form in system data, phone call for appeal data or compensatory data and be recorded in parameter item included in each complaint statistical form respectively.Using the embodiment of the present invention, the calling information of client can be quickly and effectively counted.
Description
Technical field
This application involves field of computer technology more particularly to a kind of method and devices of Information Statistics.
Background technique
With the changes of the times, the product of each enterprise constantly updates development, and enterprise product is by the majority of consumers blueness
While looking at, the query and complaint of many consumers are also suffered from.Therefore, with the increase of consumer's complaint amount, enterprise needs
The complaint and feedback information for counting consumer is made adjustment strategy according to product of the complaint and feedback information to enterprise.
Then, the statistics of complaint and feedback information needs to expend the additional manpower of enterprise, fund and time, enterprise and needs to arrange
Staff goes the complaint and feedback information of statistics day, the moon, season, year, and artificial statistics not only uses duration, but also in long-term statistics
The case where mistake of statistics is easy to appear in journey.
Summary of the invention
The embodiment of the present invention provides a kind of information statistical method and device, can quickly and effectively count the letter of complaint of client
Breath.
In a first aspect, the embodiment of the invention provides a kind of methods of Information Statistics, comprising: Information Statistics equipment is set in advance
N number of complaint statistical form is set, includes one or more parameter items, institute in N number of each complaint statistical form complained in statistical form
Stating N is positive integer；
The Information Statistics equipment obtains system data from local customer service system, and the system data includes: staff
Information, complaint amount, complains channel, the amount of winding up the case, the amount of not winding up the case, returning rate or case type at complaining type；
The Information Statistics equipment obtains phone call for appeal data from traffic platform, and the phone call for appeal data include: call
Duration, waiting time or the amount of hanging up；
The Information Statistics equipment obtains compensatory data from financial platform, and the compensatory data include: to complain compensatory amount, generation
Repay total value, deduction and exemption total value or refund total value；
The Information Statistics equipment is obtained from the system data, the phone call for appeal data or the compensatory data
It is described each to complain the included corresponding data of parameter item in statistical form and be recorded in each complaint statistical form respectively
N number of complaint statistical form is generated in included parameter item.
Implement the embodiment of the present invention, Information Statistics equipment from local customer service system, traffic platform and financial platform by obtaining
Various related complaint data are taken, complain data to generate the parameter for complaining statistical form to include according to these correlations, thus quickly and effectively
Statistics client calling information, generate calling information statistical form.During calling information statistical form generates, do not need to consume
Take additional manpower and go statistical information, saves human cost.Information Statistics equipment can efficiently and accurately count client's
Calling information generates information and complains statistical form.
Optionally, the complaint statistical form includes: personnel's wind-up-case rate statistical form, complaining type complaint amount statistical form, case
Source complaint amount statistical form complains one or more of traffic statistic table and compensatory repayment amount statistical form.
Optionally, the parameter of personnel's wind-up-case rate statistical form is according to the worker information, the complaint amount, institute
State what the amount of not winding up the case and the returning rate generated.
Wherein, employee information includes: employee name, company's work number, the large work number of peace and operating time.Personnel's wind-up-case rate statistics
The parameter of table includes: follow-up people's name, work number, complaint amount, the amount of winding up the case, the amount of not winding up the case, work number of days, average daily treating capacity, per capita
It is one or more in production capacity, lost contact wind-up-case rate, pressure wind-up-case rate, returning rate and wind-up-case rate.
Optionally, the parameter of the complaining type complaint amount statistical form is according to the worker information, the complaint
What type and the case type generated.
Wherein, the parameter of complaining type complaint amount statistical form includes: reference objection, many amp- cancellation insurances, many amp- applications
Payment beforehand, contractual fraud, other complaints, cost issues, customer experience, commodity problem, it is many it is amp- cancel a contract, case
With it is one or more in arbitration case.
Optionally, the parameter of the case source complaint amount statistical form is generated according to the complaint channel.
Wherein, the parameter of case source complaint amount statistical form includes: that client actively sends a telegraph, media are complained, wechat channel, urged
Receipts group is transferred to, breathe out row customer service, withhold supplier, buy mention it is one or more in client, the People's Bank and sales department's feedback.
Optionally, it is described complain traffic statistic table parameter be according to the worker information, the duration of call,
What the waiting time and the amount of hanging up generated.
Wherein, the parameter for complaining traffic statistic table includes: follow-up people's name, work number, outgoing call amount, outgoing call connection amount, work
Make one or more in number of days, outgoing call average call duration, post-processing duration, outgoing call average waiting duration and the amount of hanging up.
Optionally, the parameter of the compensatory repayment amount statistical form is according to the worker information, the complaint generation
What the amount of repaying, the compensatory total value, the deduction and exemption total value and the refund total value generated.
Wherein, the parameter of compensatory repayment amount statistical form includes: follow-up people's name, work number, the large work number of peace, complaint amount, throws
It tells one or more in the peaceful repayment amount of compensatory amount, compensatory total value, refund total value, deduction and exemption total value, the average compensatory amount of money.
Implement the embodiment of the present invention, by multiple related parameters for complaining data to obtain complaining statistical form of acquisition, finally
Generate complain statistical form, can be convenient employee it is visual and clear check complaint data.
Optionally, the complaint traffic statistic table is to receive in the Information Statistics equipment for the complaint traffic
Checking for amount statistical form generates when instruction.
Specifically, triggering complain traffic statistic table check instruction after, Information Statistics equipment obtains in real time local customer service
The system data of system and the phone data of traffic platform, according to the phone of the system data of local customer service system and traffic platform
Data, which generate, complains traffic statistic table.
Implement the embodiment of the present invention, tells traffic statistic table by checking that instruction generates, can effectively save Information Statistics
The memory footprint of equipment.
Optionally, the compensatory repayment amount statistical form is that the Information Statistics equipment is generated according to predetermined period.
Specifically, Information Statistics equipment obtains compensatory data from financial platform according to predetermined period, compensatory data are stored
In device memory, Information Statistics equipment also deletes the compensatory data obtained before according to predetermined period.It is compensatory to obtain triggering
Repayment amount statistical form check instruction after, call the compensatory data of equipment storage and system data to generate compensatory repayment amount system
Count table.
Implement the embodiment of the present invention, Information Statistics obtain compensatory data from financial platform according to by the pre- period, can obtain
To the compensatory real-time parameter of repayment amount statistical form.
Second aspect, the embodiment of the invention provides a kind of devices of Information Statistics, comprising:
Setting unit, for presetting N number of complaint statistical form, N number of each complaint statistics complained in statistical form
It include one or more parameter items in table, the N is positive integer；
First acquisition unit, for obtaining system data from local customer service system, the system data includes: staff
Information, complaint amount, complains channel, the amount of winding up the case, the amount of not winding up the case, returning rate or case type at complaining type；
Second acquisition unit, for obtaining phone call for appeal data from traffic platform, the phone call for appeal data include: call
Duration, waiting time or the amount of hanging up；
Third acquiring unit, for obtaining compensatory data from financial platform, the compensatory data include: complain compensatory amount,
Compensatory total value, deduction and exemption total value or refund total value；
Generation unit, for obtaining institute from the system data, the phone call for appeal data or the compensatory data
It states the included corresponding data of parameter item in each complaint statistical form and institute in each complaint statistical form is recorded respectively
Including parameter item in generate N number of complaint statistical form.
Optionally, the complaint statistical form includes:
Personnel's wind-up-case rate statistical form, case source complaint amount statistical form, complains telephone traffic at complaining type complaint amount statistical form
One or more of statistical form and compensatory repayment amount statistical form.
Optionally, the parameter of personnel's wind-up-case rate statistical form is according to the worker information, the complaint amount, institute
State what the amount of not winding up the case and the returning rate generated；
The parameter of the complaining type complaint amount statistical form is according to the worker information, the complaining type and institute
State case type generation；
The parameter of the case source complaint amount statistical form is generated according to the complaint channel；
The parameter for complaining traffic statistic table is according to the worker information, the duration of call, described etc.
It is generated to duration and the amount of hanging up.
The parameter of the compensatory repayment amount statistical form is according to the worker information, the compensatory amount of the complaint, institute
State what compensatory total value, the deduction and exemption total value and the refund total value generated.
Optionally, the complaint traffic statistic table is to receive in described device for the complaint traffic statistic table
Check and generate when instruction.
Optionally, the compensatory repayment amount statistical form is that the Information Statistics equipment is generated according to predetermined period.
The third aspect, the embodiment of the invention provides a kind of Information Statistics equipment, for executing provided by first aspect
The method of Information Statistics.The equipment can include: processor, communication interface and memory, processor, communication interface and memory phase
It connects.Wherein, communication interface with other network equipments (such as terminal) for being communicated, and memory is for storing first party
The realization code of the method for Information Statistics provided by face, processor are held for executing the program code stored in memory
The method of Information Statistics provided by row first aspect.
Fourth aspect, the embodiment of the present invention provide a kind of computer readable storage medium, are stored on readable storage medium storing program for executing
Instruction, when it runs on a processor, so that the method that processor executes the Information Statistics of above-mentioned first aspect description.
5th aspect, the embodiment of the invention provides a kind of computer program products comprising instruction, when it is in processor
When upper operation, so that the method that processor executes the Information Statistics of above-mentioned first aspect description.
Detailed description of the invention
In order to illustrate the technical solution of the embodiments of the present invention more clearly, required use in being described below to embodiment
Attached drawing be briefly described, it should be apparent that, drawings in the following description are some embodiments of the invention, for this field
For those of ordinary skill, without creative efforts, it is also possible to obtain other drawings based on these drawings.
Fig. 1 is a kind of configuration diagram of communication system provided in an embodiment of the present invention；
Fig. 2 is a kind of structural schematic diagram of Information Statistics equipment provided in an embodiment of the present invention；
Fig. 3 is a kind of method flow schematic diagram of Information Statistics provided in an embodiment of the present invention；
Fig. 4 is a kind of structural schematic diagram of information statistical device provided in an embodiment of the present invention.
Specific embodiment
The embodiment of the present invention provides a kind of method and apparatus of Information Statistics, by from local customer service system, traffic platform
Various related complaint data are obtained to financial platform, complain data to generate the parameter for complaining statistical form to include according to these correlations,
The calling information of client can quickly and effectively be counted.
In the description of this specification, reference term " one embodiment ", " some embodiments ", " example ", " specifically show
The description of example " or " some examples " etc. means specific features, structure, material or spy described in conjunction with this embodiment or example
Point is included at least one embodiment or example of the invention.In the present specification, schematic expression of the above terms are not
It must be directed to identical embodiment or example.Moreover, particular features, structures, materials, or characteristics described can be in office
It can be combined in any suitable manner in one or more embodiment or examples.In addition, without conflicting with each other, the skill of this field
Art personnel can tie the feature of different embodiments or examples described in this specification and different embodiments or examples
It closes and combines.
The term " includes " and " having " and their any changes occurred in present specification, claims and attached drawing
Shape, it is intended that cover and non-exclusive include.Such as contain the process, method of a series of steps or units, system, product or
Equipment is not limited to listed step or unit, but optionally further comprising the step of not listing or unit or optional
Ground further includes the other step or units intrinsic for these process, methods, product or equipment.In addition, term " first ", " the
Two " and " third " etc. are and to be not intended to describe specific sequence for distinguishing different objects.Below in conjunction with of the invention real
The attached drawing in example is applied, technical solution in the embodiment of the present invention is described.
Referring to Figure 1, Fig. 1 be the present embodiments relate to a kind of communication system configuration diagram, the communication system
Including Information Statistics equipment 100, local customer service system 200, traffic platform device 300 and financial platform equipment 400.Wherein information
Equipment 100 and local customer service system 200 are counted, traffic platform device 300 and financial platform equipment 400 pass through the intercommunication of internet phase
Letter.
Information Statistics equipment 100 as mentioned in the embodiments of the present invention can be mobile phone, tablet computer, laptop, the palm
Upper computer, mobile internet device or its server.Local customer service system equipment 200 can be financing corporation or finance company
Server, traffic platform device 300 can be the general traffic platform of match, the server of tripartites' traffic platform such as Cisco's traffic platform
Equipment, financial platform equipment 400 can be the large financial platform of peace, hundred servers for melting tripartites' platform such as financial service platform are set
It is standby.
In the communication system architecture of the embodiment of the present invention, Information Statistics equipment 100 obtains this from local customer service system 200
Ground data obtain phone data from traffic platform device 300 and obtain compensatory data from financial platform equipment 400.Information system
Meter equipment 100 passes through the related relevant parameter complained data, obtain complaining statistical form got, ultimately generates complaint statistics
Table.
Referring to fig. 2, Fig. 2 shows a kind of Information Statistics equipment provided by the embodiments of the present application, the equipment can include: storage
Device 201, communication interface 202 and one or more processors 203.These components can be connected by bus 204 or other modes
It connects, Fig. 2 by bus for being connected.Wherein:
Memory 201 can be coupled with processor 203 by bus 204 or input/output port, and memory 201 can also
To be integrated with processor 203.Memory 201 is for storing various software programs and/or multiple groups instruction.Specifically, depositing
Reservoir 201 may include the memory of high random access, and may also comprise nonvolatile memory, such as one or more magnetic
Disk storage device, flash memory device or other non-volatile solid-state memory devices.Memory 201 can also store network communication journey
Sequence, the network communication program can be used for and one or more optional equipments, one or more terminals, one or more network equipments
It is communicated.
Processor 203 can be general processor, such as central processing unit (central processing unit,
CPU), it can also be digital signal processor (digital signal processing, DSP), specific integrated circuit
(application specific integrated circuit, ASIC), or be arranged to implement the embodiment of the present invention
One or more integrated circuits.Processor 203 can handle the data received by communication interface 202.
Communication interface 202 is communicated for server 200 with other network equipments, such as terminal is communicated.Communication
Interface 202 can be transceiver, transmission circuit etc., wherein communication interface is to be referred to as, and may include one or more interfaces, example
Such as the interface between terminal and server.Communication interface 202 may include wireline interface and wireless interface, such as standard interface,
Ethernet, Multi-Machine Synchronous interface.
Processor 203 can be used for reading and executing computer-readable instruction.It is deposited specifically, processor 203 can be used for calling
The data being stored in memory 201.Optionally, when processor 203 sends any message or data, especially by driving or
Control communication interface 202 does the transmission.Optionally, when processor 203 receives any message or data, especially by drive
Dynamic or control communication interface 202 does the reception.Therefore, processor 203 can be considered to be the control for executing and sending or receiving
Center, communication interface 202 are to send and receive the specific actor of operation.
In embodiments of the present invention, communication interface 202 is specifically used for executing the receipts of data involved in following methods embodiment
The step of hair, processor 203 are specifically used for the step of implementing the data processing in addition to data transmit-receive.
Communication system and Information Statistics equipment shown in Fig. 2 as shown in connection with fig. 1, the embodiment of the invention provides one kind
The method of Information Statistics, referring to Fig. 3, Fig. 3 is a kind of process of the method for Information Statistics that one embodiment of the present of invention provides
Schematic diagram.Wherein, as shown in figure 3, a kind of information statistical method that one embodiment of the present of invention provides may include:
S301, Information Statistics equipment preset N number of complaint statistical form.
It optionally, include one or more parameter items in N number of each complaint statistical form complained in statistical form.N number of complaint
Statistical form includes: personnel's wind-up-case rate statistical form, complaining type complaint amount statistical form, case source complaint amount statistical form, complains words
One or more of business amount statistical form and compensatory repayment amount statistical form.
S302, Information Statistics equipment obtain system data from local customer service system.
Optionally, system data includes: worker information, complaining type, complaint amount, complains channel, the amount of winding up the case, do not tie
Case amount, returning rate or case type.
Wherein, worker information includes: employee name, company's work number, the large work number of peace and operating time.
S303, Information Statistics equipment obtain phone call for appeal data from traffic platform.
Optionally, phone call for appeal data include: call quantity, the duration of call, waiting time or the amount of hanging up.Traffic platform can
To be the general traffic platform of match, tripartites' traffic platform such as Cisco's traffic platform.
S304, Information Statistics equipment obtain compensatory data from financial platform.
Optionally, compensatory data include: to complain compensatory amount, compensatory total value, deduction and exemption total value or refund total value.Financial platform can
To be the large financial platform of peace, hundred melt tripartites' platform such as financial service platform.
S305, Information Statistics equipment obtain each complaint system from system data, phone call for appeal data or compensatory data
It the included corresponding data of parameter item and is recorded respectively raw in parameter item included in each complaint statistical form in meter table
At N number of complaint statistical form.
Optionally, the parameter of personnel's wind-up-case rate statistical form be according to the worker information, the complaint amount, it is described not
What the amount of winding up the case and the returning rate generated.
Wherein, the parameter of personnel's wind-up-case rate statistical form includes: follow-up people's name, work number, complaint amount, the amount of winding up the case, does not wind up the case
Amount, average daily treating capacity, lost contact wind-up-case rate, forces wind-up-case rate, returning rate and wind-up-case rate at work number of days.Referring to table 1, table 1 is personnel
Wind-up-case rate statistical form.
Table 1
Wherein, returning rate is the complaint customer quantity paid a return visit for the first time for 24 hours and complaint client's total quantity in present invention implementation
Ratio.Wind-up-case rate is the ratio of 24 hours customer quantities paid a return visit and client's total quantity here, can in specific implementation
To be 3 days wind-up-case rates, 5 days wind-up-case rates, it is not limited in the embodiment of the present invention.Average daily treating capacity is that staff winds up the case
The ratio of amount and counterpart staff's work number of days.Include: the lost contact amount of winding up the case in the amount of winding up the case, forces the amount of winding up the case, lost contact wind-up-case rate
It is the ratio of the lost contact amount of winding up the case He the amount of winding up the case, forcing wind-up-case rate is to force the ratio of the amount of winding up the case and the amount of winding up the case.Wind-up-case rate is to wind up the case
The ratio of amount and complaint amount.
Optionally, the parameter of complaining type complaint amount statistical form is according to worker information, complaining type and case class
What type generated.
Wherein, the parameter of complaining type complaint amount statistical form includes: reference objection, many amp- cancellation insurances, many amp- applications
Payment beforehand, contractual fraud, other complaints, cost issues, customer experience, commodity problem, it is many it is amp- cancel a contract, case
And arbitration case.Referring to table 2, table 2 is complaining type complaint amount statistical form.
Table 2
The parameter that complaining type complaint amount statistical form includes all is the data obtained from local customer service system, which counts not
With the customer complaint amount of period complaining type, in preset statistical time range, statistical time range can be 1-3 month, can also
To be 3-6 month, can also other periods, which is not limited by the present invention.
Optionally, the parameter of case source complaint amount statistical form is generated according to complaint channel.
Wherein, the parameter of case source complaint amount statistical form includes: that client actively sends a telegraph, media are complained, wechat channel, urged
Receipts group is transferred to, breathes out row customer service, withholds supplier, buying and propose client, the People's Bank and sales department's feedback.Referring to table 3, table 3 is
Case source complaint amount statistical form.
Table 3
Optionally, the parameter for complaining traffic statistic table is according to worker information, the duration of call, waiting time and extension
What disconnected amount generated.
Wherein, the parameter for complaining traffic statistic table includes: follow-up people's name, work number, outgoing call amount, outgoing call connection amount, work
Make number of days, outgoing call average call duration, post-processing duration, outgoing call average waiting duration and the amount of hanging up.Referring to table 4, table 4 is to throw
Tell traffic statistic table.
Table 4
Wherein, the present invention implement in the amount of hanging up be by every 30 seconds phones hang up be quantity for be illustrated, it is specific real
In existing mode, it can be every 20 seconds, 40 seconds, inventive embodiments did not limited this.
Optionally, the parameter of compensatory repayment amount statistical form be according to the worker information, it is described complain compensatory amount,
What the compensatory total value, the deduction and exemption total value and the refund total value generated.
Wherein, the parameter of compensatory repayment amount statistical form include: follow-up people's name, work number, the large work number of peace, complain it is compensatory
Amount, compensatory total value, refund total value, deduction and exemption total value, the equal repayment amount of average compensatory amount of money peace.Referring to table 5, table 5 is compensatory goes back
Money amount of money statistical form.
Table 5
Wherein, compensatory amount is complained to indicate to complain the customer quantity of the financial transaction, the average compensatory amount of money indicates the loan of client
The ratio of the difference and customer quantity of the money amount of money and refund total value.
Optionally, above-mentioned complaint traffic statistic table is to receive to unite for the complaint telephone traffic in Information Statistics equipment
What the checking of meter table generated when instruction.
Specifically, Information Statistics equipment obtain complain traffic statistic table check instruction after, Information Statistics equipment is real-time
The local system data of customer service system and the phone data of traffic platform are obtained, according to the system data and words of local customer service system
The phone data of business platform, which generates, complains traffic statistic table.
Optionally, compensatory repayment amount statistical form is that the Information Statistics equipment is generated according to predetermined period.
Specifically, Information Statistics equipment obtains compensatory data from financial platform according to predetermined period, compensatory data are stored
In device memory, Information Statistics equipment also deletes the compensatory data obtained before according to predetermined period.It is compensatory to obtain triggering
Repayment amount statistical form check instruction after, call the compensatory data of equipment storage and system data to generate compensatory repayment amount system
Count table.
Implement the embodiment of the present invention, by obtaining various related throwings from local customer service system, traffic platform and financial platform
It tells data, complains data to generate the parameter for complaining statistical form to include according to these correlations, can quickly and effectively count client's
Calling information.
Referring to fig. 4, Fig. 4, which shows, gives a kind of structural schematic diagram of information statistical device, as shown in figure 4, the Information Statistics
Device 400 include: pre-set unit 401, first acquisition unit 402, second acquisition unit 403, third acquiring unit 404
With generation unit 405.
Wherein, setting unit 401 is used to obtain system data from local customer service system, and the system data includes: work
Personal information, complaint amount, complains channel, the amount of winding up the case, the amount of not winding up the case, returning rate or case type at complaining type；First obtains list
Member 402, for from local customer service system obtain system data, the system data include: worker information, complaining type,
Complaint amount complains channel, the amount of winding up the case, the amount of not winding up the case, returning rate or case type；Second acquisition unit 403, for flat from traffic
Platform obtains phone call for appeal data, and the phone call for appeal data include: the duration of call, waiting time or the amount of hanging up；Third obtains single
Member 404, for obtaining compensatory data from financial platform, the compensatory data include: to complain compensatory amount, compensatory total value, deduction and exemption total
Volume or refund total value；Generation unit 405 is used for from the system data, the phone call for appeal data or the compensatory data
It is middle to obtain the corresponding data of parameter item included in each complaint statistical form and each complaint system is recorded respectively
N number of complaint statistical form is generated in included parameter item in meter table.
Optionally, complaining statistical form includes: personnel's wind-up-case rate statistical form, complaining type complaint amount statistical form, case source
Complaint amount statistical form complains one or more of traffic statistic table and compensatory repayment amount statistical form.
Optionally, the parameter of personnel's wind-up-case rate statistical form is according to worker information, complaint amount, the amount of not winding up the case and return visit
What rate generated；The parameter of complaining type complaint amount statistical form is generated according to worker information, complaining type and case type
's；The parameter of case source complaint amount statistical form is generated according to complaint channel；The parameter for complaining traffic statistic table is root
It is generated according to worker information, the duration of call, waiting time and the amount of hanging up；The parameter of compensatory repayment amount statistical form is basis
Worker information complains compensatory amount, compensatory total value, deduction and exemption total value and refund total value to generate.
Optionally, complaining traffic statistic table is to receive to complain looking into for traffic statistic table for described in described device
It sees and generates when instruction.
Optionally, compensatory repayment amount statistical form is that the Information Statistics equipment is generated according to predetermined period
It should be noted that in the embodiment of the present application, each complaint statistical form be can be according to predetermined period from local
Customer service system, financial platform or traffic platform obtain data, then periodically generate and complain statistical form；It is also possible to information system
When meter equipment receives the instruction for checking target complaint statistical form, obtained from from local customer service system, financial platform or traffic platform
Access evidence, so that generating target complains statistical form.
A kind of computer readable storage medium, the computer-readable storage medium are provided in another embodiment of the application
Matter is stored with computer program, and the computer program includes program instruction, realization when described program instruction is executed by processor.
If the integrated unit is realized in the form of SFU software functional unit and sells or use as independent product
When, it can store in a computer readable storage medium.Based on this understanding, technical solution of the present invention is substantially
The all or part of the part that contributes to existing technology or the technical solution can be in the form of software products in other words
It embodies, which is stored in a storage medium, including some instructions are used so that a computer
Equipment (can be personal computer, server or the network equipment etc.) executes the complete of each embodiment the method for the application
Portion or part steps.And storage medium above-mentioned include: USB flash disk, mobile hard disk, read-only memory (read-only memory,
ROM), random access memory (random access memory, RAM), magnetic or disk etc. are various can store program
The medium of code.
In the above-described embodiments, can come wholly or partly by software, hardware, firmware or any combination thereof real
It is existing.When implemented in software, it can entirely or partly realize in the form of a computer program product.The computer program
Product includes one or more computer instructions.When loading on computers and executing the computer program instructions, all or
It partly generates according to process or function described in the embodiment of the present application.The computer can be general purpose computer, dedicated meter
Calculation machine, computer network or other programmable devices.The computer instruction can store in computer readable storage medium
In, or from a computer readable storage medium to the transmission of another computer readable storage medium, for example, the computer
Instruction can pass through wired (such as coaxial cable, optical fiber, number from a web-site, computer, server or data center
User's line (digital subscriber line, DSL) or wireless (such as infrared, wireless, microwave etc.) mode are to another net
Website, computer, server or data center are transmitted.The computer readable storage medium can be computer can
Any usable medium of access either includes the data storage such as one or more usable mediums integrated server, data center
Equipment.The usable medium can be magnetic medium, (for example, floppy disk, hard disk, tape), optical medium (such as digital multi light
Disk (digital versatile disc, DVD), semiconductor medium (such as solid state hard disk solid state disk, SSD)
Deng.
Above-described specific embodiment carries out the purpose of the embodiment of the present invention, technical scheme and beneficial effects
It is further described, it should be understood that the foregoing is merely the specific embodiments of the embodiment of the present invention, and does not have to
In limit the embodiment of the present invention protection scope, it is all on the basis of the technical solution of the embodiment of the present invention, done it is any
Modification, equivalent replacement, improvement etc. should all include within the protection scope of the embodiment of the present invention.
Claims (10)
1. a kind of method of Information Statistics characterized by comprising
Information Statistics equipment presets N number of complaint statistical form, wraps in N number of each complaint statistical form complained in statistical form
One or more parameter items are included, the N is positive integer；
The Information Statistics equipment from local customer service system obtain system data, the system data include: worker information,
Complaining type, complaint amount complain channel, the amount of winding up the case, the amount of not winding up the case, returning rate or case type；
The Information Statistics equipment from traffic platform obtain phone call for appeal data, the phone call for appeal data include: call quantity,
The duration of call, waiting time or the amount of hanging up；
The Information Statistics equipment obtains compensatory data from financial platform, and the compensatory data include: to complain compensatory amount, compensatory total
Volume, deduction and exemption total value or refund total value；
Described in the Information Statistics equipment is obtained from the system data, the phone call for appeal data or the compensatory data
Included corresponding data of parameter item and being recorded in each complaint statistical form respectively are wrapped in each complaint statistical form
N number of complaint statistical form is generated in the parameter item included.
2. the method according to claim 1, wherein the complaint statistical form includes:
Personnel's wind-up-case rate statistical form, case source complaint amount statistical form, complains traffic statistic at complaining type complaint amount statistical form
One or more of table and compensatory repayment amount statistical form.
3. according to the method described in claim 2, it is characterized in that,
The parameter of personnel's wind-up-case rate statistical form is according to the worker information, the complaint amount, the amount of not winding up the case
It is generated with the returning rate；
The parameter of the complaining type complaint amount statistical form is according to the worker information, the complaining type and the case
What part type generated；
The parameter of the case source complaint amount statistical form is generated according to the complaint channel；
When the parameter for complaining traffic statistic table is according to the worker information, the call quantity, the call
What long, the described waiting time and the amount of hanging up generated；
The parameter of the compensatory repayment amount statistical form is according to the worker information, the compensatory amount of the complaint, the generation
Repay what total value, the deduction and exemption total value and the refund total value generated.
4. according to the method in claim 2 or 3, which is characterized in that the complaint traffic statistic table is in the information
Statistics equipment is received complains checking for traffic statistic table to generate when instruction for described.
5. according to the method in claim 2 or 3, which is characterized in that the compensatory repayment amount statistical form is the information
Statistics equipment is generated according to predetermined period.
6. a kind of device of Information Statistics characterized by comprising
Setting unit, for presetting N number of complaint statistical form, in N number of each complaint statistical form complained in statistical form
Including one or more parameter items, the N is positive integer；
First acquisition unit, for obtaining system data from local customer service system, the system data includes: staff's letter
Breath, complaint amount, complains channel, the amount of winding up the case, the amount of not winding up the case, returning rate or case type at complaining type；
Second acquisition unit, for obtaining phone call for appeal data from traffic platform, when the phone call for appeal data include: call
Long, waiting time or the amount of hanging up；
Third acquiring unit, for obtaining compensatory data from financial platform, the compensatory data include: to complain compensatory amount, compensatory
Total value, deduction and exemption total value or refund total value；
Generation unit, it is described every for being obtained from the system data, the phone call for appeal data or the compensatory data
Included corresponding data of parameter item and included by being recorded in each complaints statistical form respectively in a complaint statistical form
Parameter item in generate N number of complaint statistical form.
7. device according to claim 6, which is characterized in that the complaint statistical form includes:
Personnel's wind-up-case rate statistical form, case source complaint amount statistical form, complains traffic statistic at complaining type complaint amount statistical form
One or more of table and compensatory repayment amount statistical form.
8. device according to claim 7, which is characterized in that
The parameter of personnel's wind-up-case rate statistical form is according to the worker information, the complaint amount, the amount of not winding up the case
It is generated with the returning rate；
The parameter of the complaining type complaint amount statistical form is according to the worker information, the complaining type and the case
What part type generated；
The parameter of the case source complaint amount statistical form is generated according to the complaint channel；
When the parameter for complaining traffic statistic table is according to the worker information, the duration of call, the waiting
What the long and amount of hanging up generated；
The parameter of the compensatory repayment amount statistical form is according to the worker information, the compensatory amount of the complaint, the generation
Repay what total value, the deduction and exemption total value and the refund total value generated.
9. device according to claim 6 or 7, which is characterized in that the complaint traffic statistic table is in described device
It receives and complains checking for traffic statistic table to generate when instruction for described.
10. device according to claim 6 or 7, which is characterized in that the compensatory repayment amount statistical form is the information
Statistics equipment is generated according to predetermined period.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201811571943.4A CN109829135A (en) | 2018-12-21 | 2018-12-21 | A kind of method and device of Information Statistics |
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| Application Number | Priority Date | Filing Date | Title |
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| CN201811571943.4A CN109829135A (en) | 2018-12-21 | 2018-12-21 | A kind of method and device of Information Statistics |
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110866722A (en) * | 2019-11-12 | 2020-03-06 | 上海燕汐软件信息科技有限公司 | Service processing system and method |
| CN111277716A (en) * | 2020-01-20 | 2020-06-12 | 深圳市赛易特信息技术有限公司 | Call processing method and system |
-
2018
- 2018-12-21 CN CN201811571943.4A patent/CN109829135A/en not_active Withdrawn
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110866722A (en) * | 2019-11-12 | 2020-03-06 | 上海燕汐软件信息科技有限公司 | Service processing system and method |
| CN111277716A (en) * | 2020-01-20 | 2020-06-12 | 深圳市赛易特信息技术有限公司 | Call processing method and system |
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| AUTHORITY | PAKISTAN TELECOMMUNICATION AUTHORITY ANNUAL REPORT 2014 |
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Address after: 518000 Guangdong city of Shenzhen province Qianhai Shenzhen Hong Kong cooperation zone before Bay Road No. 1 building 201 room A (located in Shenzhen Qianhai business secretary Co. Ltd.) Applicant after: Shenzhen Rongyimai Information Technology Co., Ltd. Address before: 518000 Guangdong city of Shenzhen province Qianhai Shenzhen Hong Kong cooperation zone before Bay Road No. 1 building 201 room A (located in Shenzhen Qianhai business secretary Co. Ltd.) Applicant before: Maimaiti Mdt InfoTech Ltd, Shenzhen |
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Application publication date: 20190531 |