CN110300233B - Enterprise-level telephone track management method and system - Google Patents
Enterprise-level telephone track management method and system Download PDFInfo
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- CN110300233B CN110300233B CN201910673122.XA CN201910673122A CN110300233B CN 110300233 B CN110300233 B CN 110300233B CN 201910673122 A CN201910673122 A CN 201910673122A CN 110300233 B CN110300233 B CN 110300233B
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Abstract
The invention discloses an enterprise-level telephone track management method and system. The method comprises the following steps: acquiring an event log, wherein the event log comprises operation information of each event from creation to completion; acquiring a recording file and call information of each telephone call of a customer service department; and matching the operation information with the call information, and binding the operation information and the recording file matched with the same event. The invention binds the operation information of the same event and the recording file together, so that the recording file does not exist independently but is associated with the event and the operation information in the event, thereby clearly displaying the telephone track, facilitating the query of the recording file and the backtracking of the event process.
Description
Technical Field
The invention belongs to the field of information management, and particularly relates to an enterprise-level telephone track management method and system.
Background
In order to enhance the communication between users and enterprises and communicate with users in time, many enterprises are provided with call centers or telephone traffic centers and other similar departments to answer user incoming call consultation and complaint and provide feedback for users. To ensure quality of service, many calls are recorded as archives. These audio files are usually stored separately and queried when needed. When the recording files are stored, the recording files are sorted and stored according to the call time at most, and management is lacked.
Disclosure of Invention
The invention provides an enterprise-level telephone track management method and system for overcoming the defect that recording files are lack of effective management in the prior art.
The invention solves the technical problems through the following technical scheme:
an enterprise-level phone trace management method, comprising:
acquiring an event log, wherein the event log comprises operation information of each event from creation to completion, and the operation information comprises at least one of operation time, operation actions, employee information for executing the operation, guest information of guests related to the event and order information of orders related to the event;
acquiring a recording file and call information of each telephone call of a customer service department, wherein the telephone call comprises an incoming call of a customer and an outgoing call of an employee calling the customer, the call information of the incoming call comprises at least one of call time, employee information of answering the incoming call, the guest information of the incoming call and order information of an incoming call associated order, and the call information of the outgoing call comprises at least one of call time, employee information of the outgoing call, called guest information and order information of the outgoing call associated order;
matching the operation information and the call information, and binding the operation information and the recording file matched with the same event, wherein the matching of the operation information and the call information specifically comprises at least one of the following matching:
matching according to the closest time, wherein the closest time comprises the closest operation time and the closest incoming call time or the closest operation time and the closest outgoing call time;
matching according to the same employee information, wherein the same employee information comprises the same employee information for executing operation and the same employee information for answering a call, or the same employee information for executing operation and the same employee information for calling out;
according to the matching of the same guest information, the same guest information comprises that the guest information of the event-related guest is the same as the guest information of the incoming call, or the guest information of the event-related guest is the same as the called guest information;
according to the matching of the same order information, the order information is the same, and the order information of the event related order is the same as the order information of the incoming call related order, or the order information of the event related order is the same as the order information of the outgoing call related order.
Preferably, the enterprise-level telephone track management method further includes:
and converting the sound recording file into characters, and correspondingly storing the characters in the event log according to the matched operation information.
Preferably, each event has a unique event number, the event number is generated when the event is created, and the operation information further includes an event number of an operation event;
when the event related to the incoming call or the outgoing call is known, the call information further comprises an event number of the related event;
matching the operation information and the call information further specifically includes: and matching according to the same event number, wherein the same event number comprises the same event number in the operation information and the event number of the associated event in the call information of the incoming call or the outgoing call.
Preferably, the enterprise-level telephone track management method further includes:
monitoring the telephone call of the customer service department to generate the recording file and the call information;
and monitoring the operation of staff of the customer service department to generate the event log.
Preferably, the enterprise-level telephone track management method further includes:
monitoring incoming calls of the customer service department, and writing call information of the incoming calls into a customer incoming call queue;
monitoring the employee operation of the customer service department, and writing operation information of operation actions including a creation event or a promotion event into an employee operation queue;
matching the call information in the client call queue with the operation information in the employee operation queue, and binding the operation information and the recording file matched with the same event;
the enterprise-level telephone track management method further comprises the following steps:
acquiring an event log and an event number, and monitoring operation information distributed to employees;
monitoring an outgoing call initiated by an employee, and adding the event number to call information of the outgoing call;
and binding the operation information and the record file of the outgoing call based on the same event number.
An enterprise-level phone trace management system, comprising:
the event acquisition module is used for acquiring an event log, wherein the event log comprises operation information of each event from creation to completion, and the operation information comprises at least one of operation time, operation actions, staff information for executing the operation, guest information of guests related to the event and order information of orders related to the event;
the system comprises a recording acquisition module, a call processing module and a call processing module, wherein the recording acquisition module is used for acquiring a recording file and call information of each telephone call of a customer service department, the telephone call comprises an incoming call of a customer and an outgoing call of an employee, the call information of the incoming call comprises at least one of incoming call time, employee information for answering the incoming call, guest information for the incoming call and order information of an incoming call associated order, and the call information of the outgoing call comprises at least one of outgoing call time, employee information for the outgoing call, called guest information and order information of the outgoing call associated order;
the matching and binding module is used for matching the operation information and the call information and binding the operation information and the sound recording file matched with the same event, wherein the matching of the operation information and the call information specifically comprises at least one of the following matching:
matching according to the closest time, wherein the closest time comprises the closest operation time and the closest incoming call time or the closest operation time and the closest outgoing call time;
matching according to the same employee information, wherein the same employee information comprises the same employee information for executing operation and the same employee information for answering a call, or the same employee information for executing operation and the same employee information for calling out;
according to the matching of the same guest information, the same guest information comprises that the guest information of the event-related guest is the same as the guest information of the incoming call, or the guest information of the event-related guest is the same as the called guest information;
according to the matching of the same order information, the order information is the same, and the order information of the event related order is the same as the order information of the incoming call related order, or the order information of the event related order is the same as the order information of the outgoing call related order.
Preferably, the enterprise-level telephone track management system further comprises:
and the character conversion module is used for converting the sound recording file into characters and correspondingly storing the characters in the event log according to the matched operation information.
Preferably, each event has a unique event number, the event number is generated when the event is created, and the operation information further includes an event number of an operation event;
when the event related to the incoming call or the outgoing call is known, the call information further comprises an event number of the related event;
matching the operation information and the call information further specifically includes: and matching according to the same event number, wherein the same event number comprises the same event number in the operation information and the event number of the associated event in the call information of the incoming call or the outgoing call.
Preferably, the enterprise-level telephone track management system further comprises:
the call monitoring module is used for monitoring the telephone call of the customer service department so as to generate the recording file and the call information;
and the operation monitoring module is used for monitoring the operation of the staff so as to generate the event log.
Preferably, the enterprise-level telephone track management system further comprises:
the incoming call monitoring module is used for monitoring the incoming call of the customer service department and writing the call information of the incoming call into a customer incoming call queue;
the incoming call operation monitoring module is used for monitoring the employee operation of the customer service department and writing the operation information of the operation action including the creation event or the urging event into an employee operation queue;
the matching and binding module is also used for matching the call information in the client call queue and the operation information in the employee operation queue and binding the operation information and the recording file matched with the same event;
the enterprise-level telephone track management method further comprises the following steps:
the calling operation monitoring module is used for acquiring an event log and an event number and monitoring operation information distributed to employees;
the calling monitoring module is used for monitoring calling initiated by the staff and adding the event number to the calling information of the calling;
the matching and binding module is also used for binding the operation information and the recording file of the outgoing call based on the same event number.
On the basis of the common knowledge in the field, the above preferred conditions can be combined randomly to obtain the preferred embodiments of the invention.
The positive progress effects of the invention are as follows: the invention binds the operation information of the same event and the recording file together, so that the recording file does not exist independently but is associated with the event and the operation information in the event, thereby clearly displaying the telephone track, facilitating the query of the recording file and the backtracking of the event process.
Drawings
Fig. 1 is a flowchart of an enterprise-level telephone track management method according to a preferred embodiment 1 of the present invention.
Fig. 2 is a schematic diagram of an event log according to a preferred embodiment 1 of the present invention.
Fig. 3 is a schematic block diagram of an enterprise-level telephone trace management system according to a preferred embodiment 2 of the present invention.
Detailed Description
The invention is further illustrated by the following examples, which are not intended to limit the scope of the invention.
Example 1
The embodiment provides an enterprise-level telephone track management method. As shown in fig. 1, the enterprise-level phone trace management method may include:
step 110: an event log is obtained. The event log comprises operation information of each event from creation to completion, wherein the operation information comprises at least one of operation time, operation actions, staff information for executing the operation, guest information of guests related to the event and order information of orders related to the event. The operation action can include, but is not limited to, creating an event, changing the state of the event, adding remark information, urging the progress of the event, and the like; the employee information may include, but is not limited to, an employee account number (ID), an employee name, an employee department, and the like; the guest information may include, but is not limited to, a guest account number (UID), a guest name, a guest account number level, and the like; the order information may include, but is not limited to, order number, order merchant, order time, and order amount, among others.
In other embodiments, the enterprise-level phone track management method may further include: prior to step 110, personnel operations of the customer service department are monitored to generate the event log.
Step 120: and acquiring a recording file and call information of each telephone call of a customer service department. The telephone call comprises an incoming call of a client and an outgoing call of an employee calling the client, the call information of the incoming call comprises at least one of call time (which can be counted from the ringing of the received incoming call), employee information of answering the incoming call, the client information of the incoming call and order information of an incoming call associated order, and the call information of the outgoing call comprises at least one of the call time (which can be counted from the successful dialing), the employee information of the outgoing call, the called client information and the order information of the outgoing call associated order. The employee information of the incoming call may be completely the same as or partially the same as the employee information of the operation information in step 110, the guest information of the incoming call may be completely the same as or partially the same as the guest information of the operation information in step 110, and the order information of the incoming call related order may be completely the same as or partially the same as the order information of the operation information in step 110. The employee information of the outgoing call may be completely or partially identical to the employee information of the operation information in step 110, the called guest information may be completely or partially identical to the guest information of the operation information in step 110, and the order information of the outgoing call associated order may be completely or partially identical to the order information of the operation information in step 110.
In other embodiments, the enterprise-level phone track management method may further include: before step 120, a telephone call of the customer service department is monitored to generate the recording file and the call information.
Step 130: and matching the operation information with the call information, and binding the operation information and the recording file matched with the same event. For example, an employee creates an event by answering a guest call, and then the operation information of the created event is bound with a recording file of the guest call; for another example, if an employee processes an event by calling a guest, the operation information of the processed event is bound to the recording file of the calling guest.
Wherein matching the operation information and the call information specifically includes at least one of the following matches:
matching is performed according to the closest time, wherein the closest time comprises the closest operation time to the time of the incoming call or the closest operation time to the time of the outgoing call, for example, an incoming call is 9: 00 incoming calls, 9:01 operation information and 9:10 operation information exist in the event log, and then the incoming calls are matched with the 9:01 operation information, and the same goes for calling;
matching according to the same employee information, wherein the same employee information comprises that the employee information for executing operation is the same as the employee information for answering the incoming call, or the employee information for executing operation is the same as the employee information for calling out, for example, an incoming call is answered by the employee A, the operation information of the employee A and the operation information of the employee B are contained in an event log, then, the incoming call is matched with the operation information of the employee A, and the calling is treated in the same way;
according to the matching of the same guest information, the same guest information comprises that the guest information of the event-related guest is the same as the guest information of the incoming call, or the guest information of the event-related guest is the same as the called guest information, for example, the incoming call is incoming by the guest A, the event log comprises the operation information of the guest A and the operation information of the guest B, and then the incoming call is matched with the operation information of the guest A, and the calling is processed;
according to the matching of the same order information, the same order information comprises that the order information of the event-related order is the same as the order information of the incoming call-related order, or the order information of the event-related order is the same as the order information of the outgoing call-related order, for example, an incoming call is required to process an order A, the operation information aiming at the order A and the operation information aiming at the order B are in an event log, then, the incoming call is matched with the operation information aiming at the order A, and the outgoing call is the same.
In other embodiments, each event has a unique event number, the event number is generated when the event is created, the operation information further includes an event number of an operation event, and the event number may be a serial number or a string of characters generated according to other rules; when the event related to the incoming call or the outgoing call is known, the call information further comprises an event number of the related event; in step 130, matching the operation information and the call information may further specifically include and preferentially use: and matching according to the same event number, wherein the same event number comprises the same event number in the operation information and the event number of the associated event in the call information of the incoming call or the outgoing call.
Step 140: and converting the sound recording file into characters, and correspondingly storing the characters in the event log according to the matched operation information. The specific process of converting the audio file into the text can refer to the existing voice recognition technology or other related technologies, which is not the key point of the present invention, and thus, detailed description is omitted.
The above steps 110 to 140 are only one preferred embodiment of the enterprise telephone track management method of the present invention, and the present invention is not limited thereto, and may be: swapping the order of step 110 and step 120 to form a new embodiment; or after step 120, the audio file is converted into text, and after step 130, the converted text is correspondingly stored in the event log according to the matched operation information, so as to form yet another new embodiment.
In practical application, events are usually created according to incoming calls of guests, namely, the first incoming call of a guest is called for an employee to create an event, the employee can process the event if the employee can process the incoming call in a call process, the event is transferred to other employees to be processed if the employee cannot process the incoming call, or the call is ended, and the call is returned to the guest after the event is processed.
Aiming at the situation, a specific process for managing the telephone track of the enterprise employee when the guest initiates the telephone is given:
monitoring incoming call of the customer service department, and writing call information of the incoming call into a customer incoming call queue, wherein the call information of the incoming call comprises incoming call time, incoming call answering staff information (if any), incoming call guest information (if any) and order information (if any) of incoming call associated orders;
monitoring employee operations of the customer service department (the employee operations are likely to be creation time or urging events), writing operation information including creation events or urging events into an employee operation queue, wherein the operation information further includes operation time, operation actions (creation events or urging events), employee information (if any) for executing the operations, guest information (if any) of guests related to the events and order information (if any) of orders related to the events;
matching the call information in the client call queue and the operation information in the employee operation queue, and binding the operation information and the recording file matched with the same event, wherein the call time and the operation time are necessary under the common condition, so that the closest matching according to time is preferentially adopted, namely the operation time closest to the call time is found from the employee operation queue, the operation information is bound with the communication information, and the operation information is bound with the recording file;
and converting the sound recording file into characters, and correspondingly storing the characters in the event log according to the matched operation information.
Aiming at the situation, a specific process for managing the telephone track of the enterprise employee for initiating the telephone to the guest is also provided:
acquiring an event log and an event number, wherein the event is possibly created by an employee after the employee answers the incoming call, and monitoring operation information distributed to the employee, wherein the operation information is possibly used for indicating the employee to process the event;
monitoring an outgoing call initiated by an employee, and adding the event number to call information of the outgoing call;
binding the operation information and the recording file of the outgoing call based on the same event number;
and converting the sound recording file into characters, and correspondingly storing the characters in the event log according to the matched operation information.
Fig. 2 shows an event log of the present embodiment. The method comprises a serial number, an operator, operation time, operation content and remark related information. The operator records the number of the employee who executes the operation, the operation action executed by the operation content record, the number of the remark record telephone recording and the call time. Of course, the information contained in the log can be increased or decreased according to the requirement, so that a more detailed log or a more simplified log is formed.
The enterprise-level telephone track management method of the embodiment can be applied to OTA websites or other enterprises needing to provide telephone services for users. The event log finally formed in the embodiment can include the operation information, the record file matched with the operation information or the characters converted from the record file, and the operation information and the record file of the same event are bound together, so that the record file does not exist independently, but is associated with the event and the operation information in the event, the telephone track is clearly displayed, the query of the record file is facilitated, and the backtracking of the event process is also facilitated.
Example 2
The embodiment provides an enterprise-level telephone track management system. As shown in fig. 2, the enterprise-level phone trace management system includes: an event acquisition module 210, a recording acquisition module 220, a matching binding module 230, and a text conversion module 240.
The event acquiring module 210 is configured to acquire an event log, where the event log includes operation information of each event from creation to completion, and the operation information includes at least one of operation time, operation action, staff information for performing the operation, guest information of a guest associated with the event, and order information of an order associated with the event. The operation action can include, but is not limited to, creating an event, changing the state of the event, adding remark information, urging the progress of the event, and the like; the employee information may include, but is not limited to, an employee account number (ID), an employee name, an employee department, and the like; the guest information may include, but is not limited to, a guest account number (UID), a guest name, a guest account number level, and the like; the order information may include, but is not limited to, order number, order merchant, order time, and order amount, among others.
In other embodiments, the enterprise-level phone track management system may further include an operations listening module 250. The operation monitoring module 250 is used for monitoring the operation of the staff to generate the event log.
The recording obtaining module 220 is configured to obtain a recording file and call information of each telephone call of the customer service department, where the telephone call includes an incoming call incoming from a customer and an outgoing call of an employee who calls the customer outside, the call information of the incoming call includes at least one of call time, employee information of answering the incoming call, guest information of the incoming call, and order information of an incoming call associated order, and the call information of the outgoing call includes at least one of call time, employee information of the outgoing call, called guest information, and order information of the outgoing call associated order. The employee information of the incoming call can be completely the same as or partially the same as the employee information of the operation information, the guest information of the incoming call can be completely the same as or partially the same as the guest information of the operation information, and the order information of the incoming call related order can be completely the same as or partially the same as the order information of the operation information. The employee information of the outgoing call can be completely the same as or partially the same as the employee information of the operation information, the called guest information can be completely the same as or partially the same as the guest information of the operation information, and the order information of the outgoing call associated order can be completely the same as or partially the same as the order information of the operation information.
In other embodiments, the enterprise-level phone trace management system may further include a call listening module 260. The call monitoring module 260 is configured to monitor a telephone call of the customer service department to generate the recording file and the call information.
The matching and binding module 230 is configured to match the operation information with the call information, and bind the operation information and the record file that are matched with the same event, where matching the operation information with the call information specifically includes at least one of the following matches:
matching according to the closest time, wherein the closest time comprises the closest operation time and the closest incoming call time or the closest operation time and the closest outgoing call time;
matching according to the same employee information, wherein the same employee information comprises the same employee information for executing operation and the same employee information for answering a call, or the same employee information for executing operation and the same employee information for calling out;
according to the matching of the same guest information, the same guest information comprises that the guest information of the event-related guest is the same as the guest information of the incoming call, or the guest information of the event-related guest is the same as the called guest information;
according to the matching of the same order information, the order information is the same, and the order information of the event related order is the same as the order information of the incoming call related order, or the order information of the event related order is the same as the order information of the outgoing call related order.
In other embodiments, each event has a unique event number, the event number is generated when the event is created, the operation information further includes an event number of an operation event, and the event number may be a serial number or a string of characters generated according to other rules; when the event related to the incoming call or the outgoing call is known, the call information further comprises an event number of the related event; matching the operation information and the call information may further specifically include and preferentially use: and matching according to the same event number, wherein the same event number comprises the same event number in the operation information and the event number of the associated event in the call information of the incoming call or the outgoing call.
The text conversion module 240 is configured to convert the audio file into text, and store the text in the event log according to the matched operation information.
In other embodiments, the call monitoring module 260 may specifically include an incoming call monitoring module and an outgoing call monitoring module. The operation monitoring module 250 may specifically include an incoming call operation monitoring module and an outgoing call operation monitoring module.
For the telephone track management of the enterprise employee initiated by the guest, the incoming call monitoring module monitors the incoming call of the customer service department and writes the call information of the incoming call into a client incoming call queue; the incoming call operation monitoring module monitors the employee operation of the customer service department and writes operation information of operation actions including a creation event or a promotion event into an employee operation queue; the matching and binding module 230 matches the call information in the client incoming call queue and the operation information in the employee operation queue, binds the operation information and the recording file matched with the same event, and the character conversion module 240 converts the recording file into characters and correspondingly stores the characters in the event log according to the matched operation information;
for the telephone track management of the enterprise staff initiating the telephone to the guest, the outgoing call operation monitoring module acquires an event log and an event number and monitors the operation information distributed to the staff; the outgoing call monitoring module monitors outgoing calls initiated by employees, and adds the event number to the call information of the outgoing calls; the matching binding module 230 binds the operation information and the recording file of the outgoing call based on the same event number, and the text conversion module 240 converts the recording file into text, and correspondingly stores the text in the event log according to the matched operation information.
The event log finally formed by the enterprise-level telephone track management system of the embodiment may include the operation information, the recording file matched with the operation information, or the text converted from the recording file, and the operation information and the recording file of the same event are bound together, so that the recording file does not exist alone, but is associated with the event and the operation information in the event, the telephone track is clearly displayed, the query of the recording file is facilitated, and the backtracking of the event process is also facilitated.
While specific embodiments of the invention have been described above, it will be appreciated by those skilled in the art that these are by way of example only, and that the scope of the invention is defined by the appended claims. Various changes and modifications to these embodiments may be made by those skilled in the art without departing from the spirit and scope of the invention, and these changes and modifications are within the scope of the invention.
Claims (10)
1. An enterprise-level phone trace management method, comprising:
acquiring an event log, wherein the event log comprises operation information of each event from creation to completion, and the operation information comprises at least one of operation time, operation actions, employee information for executing the operation, guest information of guests related to the event and order information of orders related to the event;
acquiring a recording file and call information of each telephone call of a customer service department, wherein the telephone call comprises an incoming call of a customer and an outgoing call of an employee calling the customer, the call information of the incoming call comprises at least one of call time, employee information of answering the incoming call, the guest information of the incoming call and order information of an incoming call associated order, and the call information of the outgoing call comprises at least one of call time, employee information of the outgoing call, called guest information and order information of the outgoing call associated order;
matching the operation information and the call information, and binding the operation information and the recording file matched with the same event, wherein the matching of the operation information and the call information specifically comprises at least one of the following matching:
matching according to the closest time, wherein the closest time comprises the closest operation time and the closest incoming call time or the closest operation time and the closest outgoing call time;
matching according to the same employee information, wherein the same employee information comprises the same employee information for executing operation and the same employee information for answering a call, or the same employee information for executing operation and the same employee information for calling out;
according to the matching of the same guest information, the same guest information comprises that the guest information of the event-related guest is the same as the guest information of the incoming call, or the guest information of the event-related guest is the same as the called guest information;
according to the matching of the same order information, the order information is the same, and the order information of the event related order is the same as the order information of the incoming call related order, or the order information of the event related order is the same as the order information of the outgoing call related order.
2. The enterprise-level phone trace management method of claim 1, further comprising:
and converting the sound recording file into characters, and correspondingly storing the characters in the event log according to the matched operation information.
3. The enterprise-level phone track management method of claim 1, wherein each event has a unique event number, the event number being generated at the time of creation of the event, the operational information further comprising an event number of an operational event;
when the event related to the incoming call or the outgoing call is known, the call information further comprises an event number of the related event;
matching the operation information and the call information further specifically includes: and matching according to the same event number, wherein the same event number comprises the same event number in the operation information and the event number of the associated event in the call information of the incoming call or the outgoing call.
4. The enterprise-level phone trace management method of claim 1, further comprising:
monitoring the telephone call of the customer service department to generate the recording file and the call information;
and monitoring the operation of staff of the customer service department to generate the event log.
5. The enterprise-level phone trace management method of claim 1, further comprising:
monitoring incoming calls of the customer service department, and writing call information of the incoming calls into a customer incoming call queue;
monitoring the employee operation of the customer service department, and writing operation information of operation actions including a creation event or a promotion event into an employee operation queue;
matching the call information in the client call queue with the operation information in the employee operation queue, and binding the operation information and the recording file matched with the same event;
the enterprise-level telephone track management method further comprises the following steps:
acquiring an event log and an event number, and monitoring operation information distributed to employees;
monitoring an outgoing call initiated by an employee, and adding the event number to call information of the outgoing call;
and binding the operation information and the record file of the outgoing call based on the same event number.
6. An enterprise-level phone trace management system, comprising:
the event acquisition module is used for acquiring an event log, wherein the event log comprises operation information of each event from creation to completion, and the operation information comprises at least one of operation time, operation actions, staff information for executing the operation, guest information of guests related to the event and order information of orders related to the event;
the system comprises a recording acquisition module, a call processing module and a call processing module, wherein the recording acquisition module is used for acquiring a recording file and call information of each telephone call of a customer service department, the telephone call comprises an incoming call of a customer and an outgoing call of an employee, the call information of the incoming call comprises at least one of incoming call time, employee information for answering the incoming call, guest information for the incoming call and order information of an incoming call associated order, and the call information of the outgoing call comprises at least one of outgoing call time, employee information for the outgoing call, called guest information and order information of the outgoing call associated order;
the matching and binding module is used for matching the operation information and the call information and binding the operation information and the sound recording file matched with the same event, wherein the matching of the operation information and the call information specifically comprises at least one of the following matching:
matching according to the closest time, wherein the closest time comprises the closest operation time and the closest incoming call time or the closest operation time and the closest outgoing call time;
matching according to the same employee information, wherein the same employee information comprises the same employee information for executing operation and the same employee information for answering a call, or the same employee information for executing operation and the same employee information for calling out;
according to the matching of the same guest information, the same guest information comprises that the guest information of the event-related guest is the same as the guest information of the incoming call, or the guest information of the event-related guest is the same as the called guest information;
according to the matching of the same order information, the order information is the same, and the order information of the event related order is the same as the order information of the incoming call related order, or the order information of the event related order is the same as the order information of the outgoing call related order.
7. The enterprise-level phone track management system of claim 6, wherein the enterprise-level phone track management system further comprises:
and the character conversion module is used for converting the sound recording file into characters and correspondingly storing the characters in the event log according to the matched operation information.
8. The enterprise-level phone track management system of claim 6 wherein each event has a unique event number, the event number generated at the time the event is created, the operational information further including an event number of an operational event;
when the event related to the incoming call or the outgoing call is known, the call information further comprises an event number of the related event;
matching the operation information and the call information further specifically includes: and matching according to the same event number, wherein the same event number comprises the same event number in the operation information and the event number of the associated event in the call information of the incoming call or the outgoing call.
9. The enterprise-level phone track management system of claim 6, wherein the enterprise-level phone track management system further comprises:
the call monitoring module is used for monitoring the telephone call of the customer service department so as to generate the recording file and the call information;
and the operation monitoring module is used for monitoring the operation of the staff so as to generate the event log.
10. The enterprise-level phone track management system of claim 6, wherein the enterprise-level phone track management system further comprises:
the incoming call monitoring module is used for monitoring the incoming call of the customer service department and writing the call information of the incoming call into a customer incoming call queue;
the incoming call operation monitoring module is used for monitoring the employee operation of the customer service department and writing the operation information of the operation action including the creation event or the urging event into an employee operation queue;
the matching and binding module is also used for matching the call information in the client call queue and the operation information in the employee operation queue and binding the operation information and the recording file matched with the same event;
the enterprise-level telephone track management method further comprises the following steps:
the calling operation monitoring module is used for acquiring an event log and an event number and monitoring operation information distributed to employees;
the calling monitoring module is used for monitoring calling initiated by the staff and adding the event number to the calling information of the calling;
the matching and binding module is also used for binding the operation information and the recording file of the outgoing call based on the same event number.
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