CN110689224A - Agent capability analysis method and device, electronic equipment and storage medium - Google Patents
Agent capability analysis method and device, electronic equipment and storage medium Download PDFInfo
- Publication number
- CN110689224A CN110689224A CN201910780347.5A CN201910780347A CN110689224A CN 110689224 A CN110689224 A CN 110689224A CN 201910780347 A CN201910780347 A CN 201910780347A CN 110689224 A CN110689224 A CN 110689224A
- Authority
- CN
- China
- Prior art keywords
- seat
- customer
- questions
- answered
- data
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
Images
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
- G06Q10/06398—Performance of employee with respect to a job function
Landscapes
- Business, Economics & Management (AREA)
- Human Resources & Organizations (AREA)
- Engineering & Computer Science (AREA)
- Strategic Management (AREA)
- Development Economics (AREA)
- Economics (AREA)
- Entrepreneurship & Innovation (AREA)
- Educational Administration (AREA)
- Operations Research (AREA)
- Marketing (AREA)
- Game Theory and Decision Science (AREA)
- Quality & Reliability (AREA)
- Tourism & Hospitality (AREA)
- Physics & Mathematics (AREA)
- General Business, Economics & Management (AREA)
- General Physics & Mathematics (AREA)
- Theoretical Computer Science (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Abstract
The invention relates to a method and a device for analyzing agent capability of an agent, electronic equipment and a storage medium. The method comprises the following steps: acquiring personal ability data of a seat, wherein the personal ability data comprises service proficiency, customer satisfaction, telephone answering quantity and answer customer question quantity; carrying out normalization processing on the acquired business proficiency, the client satisfaction, the number of received calls and the number of questions answered by the client; generating a personal ability radar chart of the seat according to the normalized service proficiency, the normalized customer satisfaction, the normalized number of received calls and the normalized number of answered customer questions; and displaying the individual capability radar chart of the seat. According to the invention, the personal ability radar map of the seat is generated according to the normalized personal ability data, so that the personal ability data of the seat and the overall ability distribution condition of the seat can be visually reflected.
Description
Technical Field
The invention relates to the field of computers, in particular to a method and a device for analyzing agent capacity of an agent, electronic equipment and a storage medium.
Background
Most of the existing ability test systems for the seats acquire ability data through table lookup, and the systems have no visual reference data for the individual ability of the seats and cannot reflect the overall ability distribution condition of the seats.
Disclosure of Invention
In view of the above, it is desirable to provide a method, an apparatus, an electronic device and a storage medium for analyzing agent capability of an agent, which can visually reflect individual capability data of the agent and overall capability distribution of the agent.
A first aspect of the present application provides a seat ability analysis method, including:
acquiring personal ability data of a seat, wherein the personal ability data comprises service proficiency, customer satisfaction, telephone answering quantity and answer customer question quantity;
carrying out normalization processing on the acquired business proficiency, the client satisfaction, the number of received calls and the number of questions answered by the client;
generating a personal ability radar chart of the seat according to the normalized service proficiency, the normalized customer satisfaction, the normalized number of received calls and the normalized number of answered customer questions; and
and displaying the individual capability radar map of the seat.
Preferably, the normalizing the acquired proficiency level of the service, the customer satisfaction level, the number of received calls and the number of answered customer questions comprises:
acquiring the answer score of the seat on the service proficiency examination paper, and dividing the answer score of the seat on the service proficiency examination paper and the total score of the service proficiency examination paper to obtain normalized data of the service proficiency of the seat;
searching a pre-stored satisfaction normalization data table according to the customer satisfaction to determine the normalization data of the customer satisfaction of the seat corresponding to the customer satisfaction;
setting the number of the answering calls of the seat as the number of the answering calls in a first preset time period of the seat work; acquiring the information of the number of the received calls of the agent in a second preset time period, and determining the maximum number of the received calls in the first preset time period in the second preset time period as the number of the target calls; dividing the number of the received calls in the first preset time period of the seat with the number of the target calls to obtain normalized data of the number of the received calls of the seat; and
setting the number of the answer customer questions of the seat as the number of the answer customer questions in a third preset time period of the seat work; acquiring the information of the number of the questions of the answering clients of the seat in a fourth preset time period, and determining the maximum number of the questions of the answering clients in a third preset time period in the fourth preset time period as the target number of the answers; and dividing the number of the questions of the solution clients in one week of the seat by the number of the target answers to obtain normalized data of the number of the questions of the solution clients of the seat.
Preferably, the generating of the personal ability radar chart of the seat according to the normalized service proficiency, the customer satisfaction, the number of received calls and the number of answered customer questions comprises the following steps:
setting a coordinate axis aiming at the service proficiency, the customer satisfaction, the number of received calls and the number of questions answered by customers, wherein the coordinate axes radiate from a common origin to different directions; and
recording normalized data of the service proficiency after normalization processing on a coordinate axis of the corresponding service proficiency, recording normalized data of the customer satisfaction on a coordinate axis of the corresponding customer satisfaction, recording normalized data of the number of the answered calls on a coordinate axis of the corresponding number of the answered calls, recording normalized data of the number of the answered customers on a coordinate axis of the corresponding number of the answered customers, and connecting points, corresponding to the points on each coordinate axis, of the recorded normalized service proficiency, the customer satisfaction, the number of the answered calls and the number of the answered customers to obtain the personal ability radar map.
Preferably, the method further comprises:
calculating the area of the personal ability radar map according to the personal ability radar map; and searching evaluation data corresponding to the area of the personal ability radar map in a pre-stored corresponding relation table according to the area of the personal ability radar map, wherein the corresponding relation table records the corresponding relation between the areas of various personal ability radar maps and the evaluation data.
Preferably, the calculating the area of the personal capability radar map according to the personal capability radar map includes:
calculating the area of the personal ability radar map according to a formula S (S1S 2+ S2S 3+ S3S 4+ S4S 1) sin (90) per 2, wherein S1, S2, S3 and S4 are normalized data of the business proficiency, normalized data of customer satisfaction, normalized data of the number of received calls and normalized data of the number of answered customer questions respectively, and S is the area of the personal ability radar map.
Preferably, the method further comprises:
and acquiring the service proficiency, the customer satisfaction, the number of received calls and the number of answered customer questions of the seat in a fifth preset time period, and displaying the acquired service proficiency, the customer satisfaction, the number of received calls and the number of answered customer questions in a time dimension by using a broken line diagram.
Preferably, the method further comprises:
ranking the agents according to the calculated area of the personal ability radar map of the agents, and displaying the ranking positions of the agents in a team by using the ranking map.
A second aspect of the present application provides an agent ability analysis apparatus, the apparatus including:
the system comprises an acquisition module, a management module and a management module, wherein the acquisition module is used for acquiring personal ability data of an agent, and the personal ability data comprises service proficiency, customer satisfaction, telephone answering quantity and answer customer question quantity;
the normalization processing module is used for performing normalization processing on the acquired business proficiency, the client satisfaction, the number of the received calls and the number of the questions of the answering clients;
the radar map generation module is used for generating a personal ability radar map of the seat according to the normalized service proficiency, the customer satisfaction, the number of received calls and the number of questions answered by the customer; and
and the display module is used for displaying the personal ability radar chart of the seat.
A third aspect of the present application provides an electronic device comprising a processor for implementing the agent capability analysis method when executing a computer program stored in a memory.
A fourth aspect of the present application provides a computer-readable storage medium having stored thereon a computer program which, when executed by a processor, implements the agent capability analysis method.
According to the invention, the personal ability radar map of the seat is generated according to the normalized personal ability data, and the personal ability data of the seat and the overall ability distribution condition of the seat can be visually reflected, so that the team leader and other superior can clearly understand the personal development and growth trend of each seat, and the seat with outstanding ability is arranged on the work needing corresponding ability according to the displayed strength of the seat developing according to the personal ability data of the seat, thereby improving the working efficiency.
Drawings
Fig. 1 is a flowchart of a method for agent capability analysis according to an embodiment of the present invention.
FIG. 2 is a schematic diagram of a radar map of personal abilities in accordance with one embodiment of the present invention.
Fig. 3 is a configuration diagram of an agent ability analysis device according to an embodiment of the present invention.
Fig. 4 is a schematic diagram of an electronic device according to the present invention.
Detailed Description
In order that the above objects, features and advantages of the present invention can be more clearly understood, a detailed description of the present invention will be given below with reference to the accompanying drawings and specific embodiments. It should be noted that the embodiments and features of the embodiments of the present application may be combined with each other without conflict.
In the following description, numerous specific details are set forth to provide a thorough understanding of the present invention, and the described embodiments are merely a subset of the embodiments of the present invention, rather than a complete embodiment. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
Unless defined otherwise, all technical and scientific terms used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this invention belongs. The terminology used in the description of the invention herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the invention.
Preferably, the agent capability analysis method is applied to one or more electronic devices. The electronic device is a device capable of automatically performing numerical calculation and/or information processing according to a preset or stored instruction, and the hardware includes, but is not limited to, a microprocessor, an Application Specific Integrated Circuit (ASIC), a Programmable Gate Array (FPGA), a Digital Signal Processor (DSP), an embedded device, and the like.
The electronic device may be a desktop computer, a notebook computer, a tablet computer, a cloud server, or other computing device. The device can be in man-machine interaction with a user through a keyboard, a mouse, a remote controller, a touch pad or voice control equipment and the like.
Example 1
Fig. 1 is a flowchart of a method for agent capability analysis according to an embodiment of the present invention. The order of the steps in the flow chart may be changed and some steps may be omitted according to different needs.
Referring to fig. 1, the agent ability analysis method specifically includes the following steps:
and step S11, acquiring personal ability data of the seat, wherein the personal ability data comprises service proficiency, customer satisfaction, telephone answering quantity and customer question answering quantity.
In this embodiment, the method is applied to an electronic device 6 (see fig. 4). The electronic device 6 can record personal ability data such as service proficiency of the seat, customer satisfaction, number of received calls, number of questions answered by the customer and the like. The electronic device 6 acquires personal ability data such as recorded business proficiency, customer satisfaction, number of received calls, number of questions answered by the customer and the like. In an embodiment, the electronic device 6 may be a computer, a notebook computer, a desktop computer, a mobile phone, or a server. In particular embodiments, the service proficiency of the seat includes, but is not limited to, four levels of extreme proficiency, general proficiency, and unskilled. The electronic device 6 may record the operational proficiency of the agent through the evaluation. In this embodiment, the proficiency level of the seat can be measured and recorded by the electronic device 6 in an online answering manner. Specifically, the electronic device 6 may obtain the level of the proficiency level of the seat according to the answer score of the seat on the service proficiency examination paper. In one embodiment, the electronic device 6 assesses the agents who get an answer score of 90-100 as being highly skilled; evaluating the seat with the answer score of 80-90 as skilled; the seat with the answer score of 60-80 is evaluated as general proficiency; the seat having an answer score of 60 or less was evaluated as general proficiency.
In one embodiment, the electronic device 6 divides the customer satisfaction into 5 levels, wherein the customer satisfaction can be divided into a first star level, a second star level, a third star level, a fourth star level and a fifth star level from small to large. The electronic device 6 may determine the customer satisfaction of the agent according to the received evaluation information of the customer on the agent. In a specific embodiment, the electronic device 6 provides an evaluation page to be displayed on the client for the user to input evaluation information. The evaluation page comprises agent identity information and satisfaction degree options. The number of the satisfaction degree options is 5, and the satisfaction degree options respectively correspond to 5 levels of customer satisfaction degrees. The customer selects a satisfaction degree option to input the customer satisfaction degree of the seat corresponding to the seat identity information on the evaluation page through the evaluation page displayed on the customer end. In another embodiment, the electronic device 6 may record evaluation information of the customer on the agent by means of incoming call feedback, and determine the customer satisfaction of the agent according to the evaluation information.
In one embodiment, the electronic device 6 sets the number of received calls of the agent to the total number of received calls within a preset time period, wherein the preset time period may be one week, one month or one year. In another embodiment, the electronic device 6 sets the number of received calls of the agent to the average of the number of received calls in a preset time period, for example, the number of received calls of the agent may be the average of the number of received calls per day in a week or the average of the number of received calls per hour in a day.
In one embodiment, the electronic device 6 sets the number of the answered customer questions of the agent to the total number of the answered customer questions in a preset time period. In another embodiment, the number of the answered client questions of the agent may also be an average of the number of the answered client questions in a preset time period, for example, the number of the answered client questions of the agent may be an average of the number of the answered client questions per day in one week.
In another embodiment, the electronic device 6 may receive personal ability data such as the skill level of the seat, the customer satisfaction, the number of calls received, the number of questions answered by the customer, and the like, which are sent by an external device communicatively connected to the electronic device 6. In other embodiments, the electronic device 6 obtains personal ability data such as the service proficiency of the seat, the customer satisfaction, the number of calls received, the number of questions answered by the customer, and the like from a storage device of the electronic device 6.
And step S12, normalizing the acquired business proficiency, customer satisfaction, telephone number and number of questions answered by the customer.
In this embodiment, since the value ranges of the acquired personal ability data such as the service proficiency of the seat, the customer satisfaction, the number of received calls, the number of answered customer questions, and the like are not uniform, the electronic device 6 needs to normalize the service proficiency, the customer satisfaction, the number of received calls, and the number of answered customer questions. The normalization aims to normalize the service proficiency, the customer satisfaction, the number of received calls and the number of questions answered by the customer of each seat to be 0.0-1.0 respectively and adjust data distribution by combining actual personal ability data.
In an embodiment, the normalizing the acquired service proficiency of the seat, the customer satisfaction, the number of received calls and the number of answered customer questions comprises:
a. and the electronic equipment 6 acquires the answer scores of the seat on the service proficiency examination paper, and divides the answer scores of the seat on the service proficiency examination paper and the total scores of the service proficiency examination paper to obtain the normalized data of the service proficiency of the seat, so that the normalized processing of the electronic equipment 6 on the service proficiency data of the seat is realized.
b. The electronic device 6 searches a pre-stored satisfaction normalization data table according to the customer satisfaction to determine the normalization data of the customer satisfaction of the seat corresponding to the customer satisfaction, so that the normalization processing of the customer satisfaction data of the seat is realized.
In this embodiment, the satisfaction normalization data table defines a corresponding relationship between the customer satisfaction and the normalization data of the customer satisfaction, for example, in the satisfaction normalization data table, the normalization data of the customer satisfaction corresponding to the customer satisfaction of the first star level is 0.2, the normalization data of the customer satisfaction corresponding to the customer satisfaction of the second star level is 0.4, the normalization data of the customer satisfaction corresponding to the customer satisfaction of the third star level is 0.6, the normalization data of the customer satisfaction corresponding to the customer satisfaction of the fourth star level is 0.8, and the normalization data of the customer satisfaction corresponding to the customer satisfaction of the fifth star level is 1.0, and then the normalization number of the customer satisfaction of the agent is obtained.
c. The electronic equipment 6 sets the number of the received calls of the seat to be the number of the received calls in a first preset time period of the work of the seat; acquiring the information of the number of the received calls of the agent in a second preset time period, and determining the maximum number of the received calls in the first preset time period in the second preset time period as the number of the target calls; and dividing the number of the received calls in the first preset time period of the seat with the number of the target calls to obtain normalized data of the number of the received calls of the seat. In this embodiment, the second preset time period is greater than the first preset time period, and in a specific embodiment, the first preset time and the second preset time may be set as needed. For example, the first preset time may be set to one week, and the second preset time may be set to within one year of the most recent work of the agent. Specifically, the electronic device 6 sets the number of received calls of the seat to the number of received calls in one week of the work of the seat; acquiring the information of the number of the received calls of the agent in the last year, and determining the maximum number of the received calls in a week in the last year as the target number of the calls; and dividing the number of the received calls in one week of the agent with the number of the target calls to obtain normalized data of the number of the received calls of the agent, so as to realize the normalized processing of the number of the received calls of the agent.
d. The electronic equipment 6 sets the number of the answered client questions of the seat as the number of the answered client questions in a third preset time period of the seat work; acquiring the information of the number of the questions of the answering clients of the seat in a fourth preset time period, and determining the maximum number of the questions of the answering clients in a third preset time period in the fourth preset time period as the target number of the answers; and dividing the number of the questions of the solution clients in one week of the seat by the number of the target answers to obtain normalized data of the number of the questions of the solution clients of the seat. In this embodiment, the fourth preset time period is greater than the third preset time period, and in a specific embodiment, the third preset time and the fourth preset time may be set as needed. For example, the third preset time may be set to one week, and the fourth preset time may be set to within one year of the most recent work of the seat. Specifically, the electronic device 6 sets the number of the solved customer questions of the seat to the number of the solved customer questions in one week of the work of the seat; acquiring the information of the number of questions of the customer solved by the seat in the last year, and determining the number of the questions of the customer solved most in a week in the last year as the target number of the questions; and dividing the number of the questions of the solution clients in one week of the seat by the number of the target answers to obtain the normalized data of the number of the questions of the solution clients of the seat, so as to realize the normalized processing of the number data of the questions of the solution clients of the seat.
And step S13, generating a personal ability radar chart of the seat according to the normalized service proficiency, the customer satisfaction, the number of received calls and the number of questions answered by the customer.
In this embodiment, the electronic device 6 generates the personal competence radar chart of the seat according to the normalized service proficiency, the customer satisfaction, the number of received calls, and the number of questions answered by the customer, so as to obtain an intuitive personal competence radar chart. Referring to fig. 2, a schematic diagram of a radar chart of personal abilities according to an embodiment of the present invention is shown. Specifically, the electronic device 6 sets a coordinate axis for the skill level of the service, the satisfaction level of the customer, the number of received calls, and the number of questions answered by the customer, and the coordinate axes radiate from a common origin to different directions. Then, the electronic device 6 records normalized data of the service proficiency after normalization processing on a coordinate axis of the corresponding service proficiency, records normalized data of the customer satisfaction on a coordinate axis of the corresponding number of answered calls, records normalized data of the number of answered calls on a coordinate axis of the corresponding number of answered calls, records normalized data of the number of answered customers on a coordinate axis of the corresponding number of answered customers, and connects points, corresponding to the points on the coordinate axes, of the recorded normalized service proficiency, the customer satisfaction, the number of answered calls and the number of answered customers to obtain the personal capability radar map. In the present embodiment, the personal ability radar chart shows the distribution and the order of the individual personal ability data of the agent on the personal ability radar chart. The outer circle represents the best value of each individual capability data, the inner circle represents each individual capability data of the seat, and the area enclosed by each individual capability data is the area of the individual capability radar map. In the present embodiment, evaluation data for evaluating the ability of the seat can be obtained by calculating the area of the personal ability radar map.
And step S14, displaying the personal ability radar chart of the seat.
In this embodiment, the electronic device 6 displays the personal ability radar map of the seat to show the personal ability distribution of the seat in terms of the business proficiency, the customer satisfaction, the number of received calls, the number of questions answered by the customer, and the like.
In this embodiment, the method further comprises the steps of:
and calculating the area of the personal ability radar map according to the personal ability radar map, and searching a corresponding relation table according to the area of the personal ability radar map to determine evaluation data corresponding to the area of the personal ability radar map, wherein the corresponding relation table records the corresponding relation between the areas of various personal ability radar maps and the evaluation data.
In this embodiment, the electronic device 6 may calculate the area of the personal ability radar map of the seat according to the following formula:
S＝(S1*S2+S2*S3+S3*S4+S4*S1)*sin(90°)/2，
wherein, the S1, the S2, the S3 and the S4 are normalized data of business proficiency, normalized data of customer satisfaction, normalized data of telephone number and normalized data of number of questions answered by the customer after normalization processing respectively, and the S is the area of the personal ability radar chart.
In a specific embodiment, since the calculation result is larger by combining the big number and the small number in the calculation of cross multiplication and summation of the same personal ability data value according to the law of mean inequality. Therefore, in the step "generating the personal ability radar map of the seat according to the normalized personal ability data" further includes: and the electronic equipment 6 customizes the personal ability radar chart of the seat according to the normalized service proficiency, the customer satisfaction, the number of received calls and the number of questions answered by the customer. In a specific embodiment, the coordinate axes corresponding to the two largest values among the service proficiency, the customer satisfaction, the number of answered calls, and the number of answered customer questions may be set to be adjacent in the personal competence radar chart, and the coordinate axes corresponding to the two smallest values among the service proficiency, the customer satisfaction, the number of answered calls, and the number of answered customer questions may be set to be adjacent in the personal competence radar chart.
In the present embodiment, the evaluation data in the correspondence table includes an evaluation index for an agent. For example, the evaluation index includes 4 grades of very excellent, ordinary, poor, and the like. In the correspondence table, an evaluation index in which the area of the personal ability radar map of the seat is lower than a first threshold value is set as a difference, an evaluation index in which the area of the personal ability radar map of the seat is between the first threshold value and a second threshold value is set as a normal, an evaluation index in which the area of the personal ability radar map of the seat is between the second threshold value and a third threshold value is set as an excellent, and an evaluation index in which the area of the personal ability radar map of the seat is greater than the third threshold value is set as an excellent. In this embodiment, the first threshold is smaller than the second threshold, the second threshold is smaller than the third threshold, and the first threshold, the second threshold, and the third threshold are set according to actual needs. The electronic device 6 finds a correspondence table according to the calculated area of the personal capability radar chart, and determines an evaluation index corresponding to the area of the personal capability radar chart as the evaluation data.
In this embodiment, the method further includes:
and acquiring the service proficiency, the customer satisfaction, the number of received calls and the number of answered customer questions of the seat in a fifth preset time period, and displaying the acquired service proficiency, the customer satisfaction, the number of received calls and the number of answered customer questions in a time dimension by using a broken line diagram.
In this embodiment, the fifth preset time period is one year, that is, the electronic device 6 obtains the service proficiency, the customer satisfaction, the number of received calls, and the number of answered customer questions of the seat in the past year, and displays the obtained service proficiency, the customer satisfaction, the number of received calls, and the number of answered customer questions of the seat in a time dimension by using a broken line diagram. In an embodiment, the electronic device 6 displays the acquired service proficiency of the seat, the customer satisfaction, the number of received calls, and the number of answered customer questions in the fifth preset time period on the same line graph. In another embodiment of the present invention, the electronic device 6 displays the acquired service proficiency of the seat, the customer satisfaction, the number of received calls, and the number of answered customer questions in the fifth preset time period on different line graphs.
In this embodiment, the method further includes:
and ranking the seats according to the calculated area of the personal capacity radar map of the seats, and displaying the ranking positions of the seats in the team by using the ranking map.
In this embodiment, the electronic device 6 determines the individual capability radar map of the agent according to the service proficiency of the agent, the customer satisfaction, the number of received calls, and the number of questions answered by the customer, calculates the area of the individual capability radar map of each agent according to the individual capability radar map of the agent, and ranks the agents according to the area of the individual capability radar map, wherein the ranking may reflect the comprehensive ranking of the individual capability data of the agents in a team. In other embodiments, the ranking positions of the agents in the team can be displayed in a ranking chart according to the service proficiency of the agents, the customer satisfaction, the number of calls received and the number of questions answered by the customers, so that the ranking of the agents in the team can be displayed in various aspects of the personal capacity data.
According to the invention, the personal ability radar map of the seat is generated according to the normalized personal ability data, and the personal ability data of the seat and the overall ability distribution condition of the seat can be visually reflected, so that the team leader and other superior can clearly understand the personal development and growth trend of each seat, and the seat with outstanding ability is arranged on the work needing corresponding ability according to the displayed strength of the seat developing according to the personal ability data of the seat, thereby improving the working efficiency.
Example 2
Fig. 3 is a block diagram of the seat ability analysis device 40 according to the embodiment of the present invention.
In some embodiments, the agent capability analysis device 40 runs in an electronic device. The agent ability analysis means 40 may comprise a plurality of functional modules consisting of program code segments. The program code of each program segment in the agent capability analysis apparatus 40 may be stored in a memory and executed by at least one processor to perform the functions of the agent capability analysis.
In this embodiment, the agent ability analysis device 40 may be divided into a plurality of functional modules according to the functions executed by the agent ability analysis device. Referring to fig. 3, the agent ability analyzing apparatus 40 may include an obtaining module 401, a normalization processing module 402, a radar map generating module 403, a display module 404, a personal ability evaluation module 405, a line graph generating module 406, and an ability sorting module 407. The module referred to herein is a series of computer program segments capable of being executed by at least one processor and capable of performing a fixed function and is stored in memory. In this embodiment, the acquiring module 401, the normalization processing module 402, the radar map generating module 403, the display module 404, the personal ability evaluating module 405, the line graph generating module 406, and the ability sorting module 407 are implemented in the electronic device 6. In some embodiments, the functionality of the modules will be described in greater detail in subsequent embodiments.
The obtaining module 401 is configured to obtain personal ability data of an agent, where the personal ability data includes a business proficiency, a customer satisfaction, a number of received calls, and a number of questions answered by a customer.
In this embodiment, the obtaining module 401 may record personal ability data such as the service proficiency of the seat, the customer satisfaction, the number of received calls, the number of questions answered by the customer, and the like. In particular embodiments, the service proficiency of the seat includes, but is not limited to, four levels of extreme proficiency, general proficiency, and unskilled. The obtaining module 401 may record the proficiency of the seat through evaluation. In this embodiment, the proficiency level of the seat may be measured and recorded by the electronic device acquisition module 401 in an online answering manner. Specifically, the obtaining module 401 may obtain the level of the proficiency level of the seat according to the answer score of the seat on the service proficiency examination paper. In one embodiment, the obtaining module 401 evaluates agents with answer scores of 90-100 as highly skilled; evaluating the seat with the answer score of 80-90 as skilled; the seat with the answer score of 60-80 is evaluated as general proficiency; the seat having an answer score of 60 or less was evaluated as general proficiency.
In an embodiment, the obtaining module 401 divides the customer satisfaction into 5 levels, wherein the customer satisfaction may be divided into a first star level, a second star level, a third star level, a fourth star level, and a fifth star level from small to large. The obtaining module 401 may determine the customer satisfaction of the agent according to the received evaluation information of the customer on the agent. In a specific embodiment, the obtaining module 401 provides an evaluation page to be displayed on the client for the user to input evaluation information. The evaluation page comprises agent identity information and satisfaction degree options. The number of the satisfaction degree options is 5, and the satisfaction degree options respectively correspond to 5 levels of customer satisfaction degrees. The customer selects a satisfaction degree option to input the customer satisfaction degree of the seat corresponding to the seat identity information on the evaluation page through the evaluation page displayed on the customer end. In another embodiment, the obtaining module 401 may record evaluation information of the customer on the agent in an incoming call feedback manner, and determine the customer satisfaction of the agent according to the evaluation information.
In one embodiment, the obtaining module 401 sets the number of received calls of the agent to the total number of received calls in a preset time period, wherein the preset time period may be one week, one month or one year. In another embodiment, the obtaining module 401 sets the number of received calls of the agent to an average value of the number of received calls in a preset time period, for example, the number of received calls of the agent may be an average value of the number of received calls per day in a week or an average value of the number of received calls per hour in a day.
In one embodiment, the obtaining module 401 sets the number of the answered client questions of the agent to the total number of the answered client questions in a preset time period. In another embodiment, the number of the answered client questions of the agent may also be an average of the number of the answered client questions in a preset time period, for example, the number of the answered client questions of the agent may be an average of the number of the answered client questions per day in one week.
In another embodiment, the obtaining module 401 may receive personal ability data such as the skill level of the seat, the customer satisfaction, the number of calls received, the number of questions answered by the customer, and the like, which are sent by an external device communicatively connected to the electronic device 6. In other embodiments, the obtaining module 401 obtains the personal ability data of the service proficiency of the seat, the customer satisfaction, the number of received calls, the number of questions answered by the customer, and the like from the storage device of the electronic device 6.
The normalization processing module 402 is configured to perform normalization processing on the acquired business proficiency, customer satisfaction, number of received calls, and number of questions answered by the customer.
In this embodiment, since the value ranges of the personal ability data, such as the service proficiency, the customer satisfaction, the number of received calls, the number of answered customer questions, and the like, of the obtained agents are not uniform, the normalization processing module 402 needs to perform normalization processing on the service proficiency, the customer satisfaction, the number of received calls, and the number of answered customer questions. The normalization aims to normalize the service proficiency, the customer satisfaction, the number of received calls and the number of questions answered by the customer of each seat to be 0.0-1.0 respectively and adjust data distribution by combining actual personal ability data.
In one embodiment, the normalizing module 402 normalizes the acquired proficiency level of the service, the customer satisfaction level, the number of received calls, and the number of answered customer questions, including:
a. the service proficiency degree, the customer satisfaction degree, the number of received calls and the number of questions of the answering customers are divided by the answer scores of the service proficiency examination paper of the seat and the total scores of the service proficiency examination paper to obtain normalized data of the service proficiency degree of the seat, so that the electronic equipment 6 normalizes the service proficiency degree data of the seat.
b. And searching a pre-stored satisfaction normalization data table according to the customer satisfaction to determine the normalization data of the customer satisfaction of the seat corresponding to the customer satisfaction, so as to realize the normalization processing of the customer satisfaction data of the seat.
In this embodiment, the satisfaction normalization data table defines a corresponding relationship between the customer satisfaction and the normalization data of the customer satisfaction, for example, in the satisfaction normalization data table, the normalization data of the customer satisfaction corresponding to the customer satisfaction of the first star level is 0.2, the normalization data of the customer satisfaction corresponding to the customer satisfaction of the second star level is 0.4, the normalization data of the customer satisfaction corresponding to the customer satisfaction of the third star level is 0.6, the normalization data of the customer satisfaction corresponding to the customer satisfaction of the fourth star level is 0.8, and the normalization data of the customer satisfaction corresponding to the customer satisfaction of the fifth star level is 1.0, and then the normalization number of the customer satisfaction of the agent is obtained.
c. Setting the number of the answering calls of the seat as the number of the answering calls in a first preset time period of the seat work; acquiring the information of the number of the received calls of the agent in a second preset time period, and determining the maximum number of the received calls in the first preset time period in the second preset time period as the number of the target calls; and dividing the number of the received calls in the first preset time period of the seat with the number of the target calls to obtain normalized data of the number of the received calls of the seat. In this embodiment, the second preset time period is greater than the first preset time period, and in a specific embodiment, the first preset time and the second preset time may be set as needed. For example, the first preset time may be set to one week, and the second preset time may be set to within one year of the most recent work of the agent. Specifically, the normalization processing module 402 sets the number of received calls of the seat to the number of received calls in one week of the seat operation; acquiring the information of the number of the received calls of the agent in the last year, and determining the maximum number of the received calls in a week in the last year as the target number of the calls; and dividing the number of the received calls in one week of the agent with the number of the target calls to obtain normalized data of the number of the received calls of the agent, so as to realize the normalized processing of the number of the received calls of the agent.
d. The electronic equipment 6 sets the number of the answered client questions of the seat as the number of the answered client questions in a third preset time period of the seat work; acquiring the information of the number of the questions of the answering clients of the seat in a fourth preset time period, and determining the maximum number of the questions of the answering clients in a third preset time period in the fourth preset time period as the target number of the answers; and dividing the number of the questions of the solution clients in one week of the seat by the number of the target answers to obtain normalized data of the number of the questions of the solution clients of the seat. In this embodiment, the fourth preset time period is greater than the third preset time period, and in a specific embodiment, the third preset time and the fourth preset time may be set as needed. For example, the third preset time may be set to one week, and the fourth preset time may be set to within one year of the most recent work of the seat. Specifically, the normalization processing module 402 sets the number of the solved customer questions of the agent to the total number of the solved customer questions in one week of the agent work; acquiring the information of the number of questions of the customer solved by the seat in the last year, and determining the number of the questions of the customer solved most in a week in the last year as the target number of the questions; and dividing the number of the questions of the solution clients in one week of the seat by the number of the target answers to obtain the normalized data of the number of the questions of the solution clients of the seat, so as to realize the normalized processing of the number data of the questions of the solution clients of the seat.
The radar map generation module 403 is configured to generate a personal ability radar map of the seat according to the normalized service proficiency, the normalized customer satisfaction, the normalized number of received calls, and the normalized number of questions answered by the customer.
In this embodiment, the radar map generation module 403 generates the personal ability radar map of the seat according to the normalized service proficiency, the normalized customer satisfaction, the normalized number of received calls, and the normalized number of questions answered by the customer, so as to obtain an intuitive personal ability radar map. Referring to fig. 2, the radar map generation module 403 sets a coordinate axis for the proficiency of business, the customer satisfaction, the number of calls received, and the number of questions answered by the customer, respectively, wherein the coordinate axes radiate from a common origin to different directions. Then, the radar map generating module 403 records normalized data of the service proficiency after normalization processing on a coordinate axis of the corresponding service proficiency, records normalized data of the customer satisfaction on a coordinate axis of the corresponding customer satisfaction, records normalized data of the number of answered calls on a coordinate axis of the corresponding number of answered calls, records normalized data of the number of answered customers on a coordinate axis of the corresponding number of answered customers, and connects points, corresponding to the recorded normalized service proficiency, the customer satisfaction, the number of answered calls, and the number of answered customers, on each coordinate axis to obtain the personal competence radar map. In the present embodiment, the personal ability radar chart shows the distribution and the order of the individual personal ability data of the agent on the personal ability radar chart. The outer circle represents the best value of each individual capability data, the inner circle represents each individual capability data of the seat, and the area enclosed by each individual capability data is the area of the individual capability radar map. In the present embodiment, evaluation data for evaluating the ability of the seat can be obtained by calculating the area of the personal ability radar map.
The display module 404 is configured to display a radar map of the personal ability of the agent. In this embodiment, the display module 404 displays the individual capability radar map of the seat to show the distribution of the individual capabilities of the seat in terms of the service proficiency, the customer satisfaction, the number of received calls, the number of questions answered by the customer, and the like.
The capability evaluation module 405 is configured to calculate an area of the personal capability radar map according to the personal capability radar map, and search a correspondence table according to the area of the personal capability radar map to determine evaluation data corresponding to the area of the personal capability radar map, where the correspondence table records a correspondence between areas of multiple personal capability radar maps and the evaluation data.
In this embodiment, the ability evaluation module 405 may calculate the area of the personal ability radar map of the seat according to the formula S (S1 × S2+ S2 × S3+ S3 × S4+ S4 × S1) × sin (90 °)/2. Wherein, the S1, the S2, the S3 and the S4 are normalized data of business proficiency, normalized data of customer satisfaction, normalized data of telephone number and normalized data of number of questions answered by the customer after normalization processing respectively, and the S is the area of the personal ability radar chart.
In a specific embodiment, since the calculation result is larger by combining the big number and the small number in the calculation of cross multiplication and summation of the same personal ability data value according to the law of mean inequality. Therefore, in the step "generating the personal ability radar map of the seat according to the normalized personal ability data" further includes: the radar map generating module 403 is further configured to customize the individual capability radar map of the seat according to the normalized service proficiency, the normalized customer satisfaction, the normalized number of received calls, and the normalized number of questions answered by the customer. In a specific embodiment, the coordinate axes corresponding to the two largest values among the service proficiency, the customer satisfaction, the number of answered calls, and the number of answered customer questions may be set to be adjacent in the personal competence radar chart, and the coordinate axes corresponding to the two smallest values among the service proficiency, the customer satisfaction, the number of answered calls, and the number of answered customer questions may be set to be adjacent in the personal competence radar chart.
In the present embodiment, the evaluation data in the correspondence table includes an evaluation index for an agent. For example, the evaluation index includes 4 grades of very excellent, ordinary, poor, and the like. In the correspondence table, an evaluation index in which the area of the personal ability radar map of the seat is lower than a first threshold value is set as a difference, an evaluation index in which the area of the personal ability radar map of the seat is between the first threshold value and a second threshold value is set as a normal, an evaluation index in which the area of the personal ability radar map of the seat is between the second threshold value and a third threshold value is set as an excellent, and an evaluation index in which the area of the personal ability radar map of the seat is greater than the third threshold value is set as an excellent. In this embodiment, the first threshold is smaller than the second threshold, the second threshold is smaller than the third threshold, and the first threshold, the second threshold, and the third threshold are set according to actual needs. The personal ability evaluation module 405 searches a correspondence table according to the calculated area of the personal ability radar map to determine an evaluation index corresponding to the area of the personal ability radar map as the evaluation data.
The line graph generating module 406 is configured to obtain the service proficiency, the customer satisfaction, the number of received calls, and the number of answered customer questions of the seat in a fifth preset time period, and display the obtained service proficiency, the customer satisfaction, the number of received calls, and the number of answered customer questions of the seat in a line graph in a time dimension.
In this embodiment, the fifth preset time period is one year, that is, the line graph generating module 406 acquires the service proficiency, the customer satisfaction, the number of received calls, and the number of answered customer questions of the seat in the past year, and displays the acquired service proficiency, the customer satisfaction, the number of received calls, and the number of answered customer questions of the seat in a line graph in a time dimension. In an embodiment, the line graph generating module 406 displays the acquired service proficiency, customer satisfaction, number of received calls, and number of answered customer questions of the seat in the first preset time period on the same line graph. In another embodiment of the present invention, the line chart generating module 406 displays the acquired service proficiency, customer satisfaction, number of received calls, and number of questions answered by the customer of the seat in the fifth preset time period on different line charts.
The ability sorting module 407 is configured to rank the agents according to the calculated areas of the individual ability radar maps of the agents, and display the ranking positions of the agents in the team according to the ranking maps.
In this embodiment, the capability ordering module 407 determines the individual capability radar map of the agent according to the service proficiency of the agent, the customer satisfaction, the number of received calls, and the number of questions answered by the customer, calculates the area of the individual capability radar map of each agent according to the individual capability radar map of the agent, and ranks the agents according to the area of the individual capability radar map, wherein the ranking may reflect the comprehensive ranking of the individual capability data of the agents in a team. In other embodiments, the ranking positions of the agents in the team can be displayed in a ranking chart according to the service proficiency of the agents, the customer satisfaction, the number of calls received and the number of questions answered by the customers, so that the ranking of the agents in the team can be displayed in various aspects of the personal capacity data.
According to the invention, the personal ability radar map of the seat is generated according to the normalized personal ability data, and the personal ability data of the seat and the overall ability distribution condition of the seat can be visually reflected, so that the team leader and other superior can clearly understand the personal development and growth trend of each seat, and the seat with outstanding ability is arranged on the work needing corresponding ability according to the displayed strength of the seat developing according to the personal ability data of the seat, thereby improving the working efficiency.
Example 3
Fig. 4 is a schematic diagram of an electronic device 6 according to an embodiment of the invention.
The electronic device 6 comprises a memory 61, a processor 62 and a computer program 63 stored in the memory 61 and executable on the processor 62. The processor 62, when executing the computer program 63, implements the steps in the above-described seat ability analysis method embodiment, such as the steps S11 to S14 shown in fig. 1. Alternatively, the processor 62 implements the functions of the modules/units in the seat capability analysis apparatus embodiment, for example, the modules 401 to 407 in fig. 3, when executing the computer program 63.
Illustratively, the computer program 63 may be partitioned into one or more modules/units that are stored in the memory 61 and executed by the processor 62 to carry out the invention. The one or more modules/units may be a series of computer program instruction segments capable of performing specific functions, which are used to describe the execution of the computer program 63 in the electronic device 6. For example, the computer program 63 may be divided into an acquisition module 401, a normalization processing module 402, a processing radar map generation module 403, a display module 404, a personal ability evaluation module 405, a line graph generation module 406, and an ability sorting module 407 in fig. 3, and specific functions of each module are described in embodiment 2.
The electronic device 6 may be a desktop computer, a notebook, a palm computer, a cloud server, or other computing devices. It will be appreciated by those skilled in the art that the schematic diagram is merely an example of the electronic device 6, and does not constitute a limitation of the electronic device 6, and may include more or less components than those shown, or combine certain components, or different components, for example, the electronic device 6 may further include an input-output device, a network access device, a bus, etc.
The Processor 62 may be a Central Processing Unit (CPU), other general purpose Processor, a Digital Signal Processor (DSP), an Application Specific Integrated Circuit (ASIC), a Field-Programmable Gate Array (FPGA) or other Programmable logic device, discrete Gate or transistor logic, discrete hardware components, etc. A general purpose processor may be a microprocessor or the processor 62 may be any conventional processor or the like, the processor 62 being the control center for the electronic device 6, with various interfaces and lines connecting the various parts of the overall electronic device 6.
The memory 61 may be used for storing the computer programs 63 and/or modules/units, and the processor 62 may implement various functions of the electronic device 6 by running or executing the computer programs and/or modules/units stored in the memory 61 and calling data stored in the memory 61. The memory 61 may mainly include a program storage area and a data storage area, wherein the program storage area may store an operating system, an application program required by at least one function (such as a sound playing function, an image playing function, etc.), and the like; the storage data area may store data (such as audio data) created according to the use of the electronic device 6, and the like. Further, the memory 61 may include a non-volatile memory, such as a hard disk, a memory, a plug-in hard disk, a Smart Media Card (SMC), a Secure Digital (SD) Card, a flash memory Card (FlashCard), at least one magnetic disk storage device, a flash memory device, or other non-volatile solid state storage device.
The integrated modules/units of the electronic device 6, if implemented in the form of software functional modules and sold or used as separate products, may be stored in a computer readable storage medium. Based on such understanding, all or part of the flow of the method according to the embodiments of the present invention may also be implemented by a computer program, which may be stored in a computer-readable storage medium, and which, when executed by a processor, may implement the steps of the above-described embodiments of the method. Wherein the computer program comprises computer program code, which may be in the form of source code, object code, an executable file or some intermediate form, etc. The computer-readable medium may include: any entity or device capable of carrying said computer program code, recording medium, U-disk, removable hard disk, magnetic disk, optical disk, computer Memory, Read-Only Memory (ROM).
In the embodiments provided in the present invention, it should be understood that the disclosed electronic device and method can be implemented in other ways. For example, the above-described embodiments of the electronic device are merely illustrative, and for example, the division of the modules is only one logical functional division, and there may be other divisions when the actual implementation is performed.
In addition, each functional module in each embodiment of the present invention may be integrated into the same processing module, or each module may exist alone physically, or two or more modules may be integrated into the same module. The integrated module can be realized in a hardware form, and can also be realized in a form of hardware and a software functional module.
It will be evident to those skilled in the art that the invention is not limited to the details of the foregoing illustrative embodiments, and that the present invention may be embodied in other specific forms without departing from the spirit or essential attributes thereof. The present embodiments are therefore to be considered in all respects as illustrative and not restrictive, the scope of the invention being indicated by the appended claims rather than by the foregoing description, and all changes which come within the meaning and range of equivalency of the claims are therefore intended to be embraced therein. Any reference sign in a claim should not be construed as limiting the claim concerned. Furthermore, it is to be understood that the word "comprising" does not exclude other modules or steps, and the singular does not exclude the plural. Several modules or electronic devices recited in the electronic device claims may also be implemented by one and the same module or electronic device by means of software or hardware. The terms first, second, etc. are used to denote names, but not any particular order.
Finally, it should be noted that the above embodiments are only for illustrating the technical solutions of the present invention and not for limiting, and although the present invention is described in detail with reference to the preferred embodiments, it should be understood by those skilled in the art that modifications or equivalent substitutions may be made on the technical solutions of the present invention without departing from the spirit and scope of the technical solutions of the present invention.
Claims (10)
1. A method for agent capability analysis, the method comprising:
acquiring personal ability data of a seat, wherein the personal ability data comprises service proficiency, customer satisfaction, telephone answering quantity and answer customer question quantity;
carrying out normalization processing on the acquired business proficiency, the client satisfaction, the number of received calls and the number of questions answered by the client;
generating a personal ability radar chart of the seat according to the normalized service proficiency, the normalized customer satisfaction, the normalized number of received calls and the normalized number of answered customer questions; and
and displaying the individual capability radar map of the seat.
2. The agent ability analysis method according to claim 1, wherein the normalizing the acquired business proficiency, customer satisfaction, number of received calls, number of answered customer questions comprises:
acquiring the answer score of the seat on the service proficiency examination paper, and dividing the answer score of the seat on the service proficiency examination paper and the total score of the service proficiency examination paper to obtain normalized data of the service proficiency of the seat;
searching a pre-stored satisfaction normalization data table according to the customer satisfaction to determine the normalization data of the customer satisfaction of the seat corresponding to the customer satisfaction;
setting the number of the answering calls of the seat as the number of the answering calls in a first preset time period of the seat work; acquiring the information of the number of the received calls of the agent in a second preset time period, and determining the maximum number of the received calls in the first preset time period in the second preset time period as the number of the target calls; dividing the number of the received calls in the first preset time period of the seat with the number of the target calls to obtain normalized data of the number of the received calls of the seat; and
setting the number of the answer customer questions of the seat as the number of the answer customer questions in a third preset time period of the seat work; acquiring the information of the number of the questions of the answering clients of the seat in a fourth preset time period, and determining the maximum number of the questions of the answering clients in a third preset time period in the fourth preset time period as the target number of the answers; and dividing the number of the questions of the solution clients in one week of the seat by the number of the target answers to obtain normalized data of the number of the questions of the solution clients of the seat.
3. The agent capability analysis method according to claim 2, wherein the generating of the personal capability radar map of the agent according to the normalized service proficiency, the customer satisfaction, the number of received calls, and the number of answered customer questions comprises:
setting a coordinate axis aiming at the service proficiency, the customer satisfaction, the number of received calls and the number of questions answered by customers, wherein the coordinate axes radiate from a common origin to different directions; and
recording normalized data of the service proficiency after normalization processing on a coordinate axis of the corresponding service proficiency, recording normalized data of the customer satisfaction on a coordinate axis of the corresponding customer satisfaction, recording normalized data of the number of the answered calls on a coordinate axis of the corresponding number of the answered calls, recording normalized data of the number of the answered customers on a coordinate axis of the corresponding number of the answered customers, and connecting points, corresponding to the points on each coordinate axis, of the recorded normalized service proficiency, the customer satisfaction, the number of the answered calls and the number of the answered customers to obtain the personal ability radar map.
4. The agent capability analysis method of claim 2, wherein the method further comprises:
calculating the area of the personal ability radar map according to the personal ability radar map; and searching evaluation data corresponding to the area of the personal ability radar map in a pre-stored corresponding relation table according to the area of the personal ability radar map, wherein the corresponding relation table records the corresponding relation between the areas of various personal ability radar maps and the evaluation data.
5. The agent capability analysis method of claim 4, wherein the calculating the area of the personal capability radar map from the personal capability radar map comprises:
calculating the area of the personal ability radar map according to a formula S (S1S 2+ S2S 3+ S3S 4+ S4S 1) sin (90) per 2, wherein S1, S2, S3 and S4 are normalized data of the business proficiency, normalized data of customer satisfaction, normalized data of the number of received calls and normalized data of the number of answered customer questions respectively, and S is the area of the personal ability radar map.
6. The agent capability analysis method of claim 2, wherein the method further comprises:
and acquiring the service proficiency, the customer satisfaction, the number of received calls and the number of answered customer questions of the seat in a fifth preset time period, and displaying the acquired service proficiency, the customer satisfaction, the number of received calls and the number of answered customer questions in a time dimension by using a broken line diagram.
7. The agent capability analysis method of claim 5, wherein the method further comprises:
ranking the agents according to the calculated area of the personal ability radar map of the agents, and displaying the ranking positions of the agents in a team by using the ranking map.
8. An agent ability analysis apparatus, characterized in that the apparatus comprises:
the system comprises an acquisition module, a management module and a management module, wherein the acquisition module is used for acquiring personal ability data of an agent, and the personal ability data comprises service proficiency, customer satisfaction, telephone answering quantity and answer customer question quantity;
the normalization processing module is used for performing normalization processing on the acquired business proficiency, the client satisfaction, the number of the received calls and the number of the questions of the answering clients;
the radar map generation module is used for generating a personal ability radar map of the seat according to the normalized service proficiency, the customer satisfaction, the number of received calls and the number of questions answered by the customer; and
and the display module is used for displaying the personal ability radar chart of the seat.
9. An electronic device, characterized in that: the electronic device comprises a processor for implementing the agent capability analysis method according to any one of claims 1-7 when executing a computer program stored in a memory.
10. A computer-readable storage medium having stored thereon a computer program, characterized in that: the computer program, when executed by a processor, implements the agent capability analysis method of any of claims 1-7.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910780347.5A CN110689224A (en) | 2019-08-22 | 2019-08-22 | Agent capability analysis method and device, electronic equipment and storage medium |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910780347.5A CN110689224A (en) | 2019-08-22 | 2019-08-22 | Agent capability analysis method and device, electronic equipment and storage medium |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN110689224A true CN110689224A (en) | 2020-01-14 |
Family
ID=69108555
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201910780347.5A Pending CN110689224A (en) | 2019-08-22 | 2019-08-22 | Agent capability analysis method and device, electronic equipment and storage medium |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN110689224A (en) |
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112036728A (en) * | 2020-08-25 | 2020-12-04 | 滕德群 | Capability level analysis method, capability level analysis device, electronic equipment and storage medium |
| CN112116221A (en) * | 2020-09-01 | 2020-12-22 | 上海康诚建设工程咨询有限公司 | Evaluation method and system for comprehensive evaluation, electronic device and storage medium |
| CN113222456A (en) * | 2021-05-29 | 2021-08-06 | 长沙市到家悠享家政服务有限公司 | Task processing method, system, electronic device and computer readable medium |
Citations (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JP2002197250A (en) * | 2000-12-25 | 2002-07-12 | Fashon System Speciality:Kk | Determination method using radar chart and information storage medium storing thereof |
| JP2010096961A (en) * | 2008-10-16 | 2010-04-30 | Advanced Telecommunication Research Institute International | Ability evaluation method, and server for ability evaluation system |
| CN107480936A (en) * | 2017-07-11 | 2017-12-15 | 杭州电子科技大学 | A kind of talent ability depicting method based on scientific achievement data |
| CN107909278A (en) * | 2017-11-23 | 2018-04-13 | 江苏传智播客教育科技股份有限公司 | A kind of method and system of program capability comprehensive assessment |
| CN108846558A (en) * | 2018-05-29 | 2018-11-20 | 黑龙江省经济管理干部学院 | A kind of education and instruction middle school student core competence evaluation investigation and analysis system |
| CN109242324A (en) * | 2018-09-18 | 2019-01-18 | 阿里巴巴集团控股有限公司 | Appraisal procedure, device and the equipment of customer service level |
-
2019
- 2019-08-22 CN CN201910780347.5A patent/CN110689224A/en active Pending
Patent Citations (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JP2002197250A (en) * | 2000-12-25 | 2002-07-12 | Fashon System Speciality:Kk | Determination method using radar chart and information storage medium storing thereof |
| JP2010096961A (en) * | 2008-10-16 | 2010-04-30 | Advanced Telecommunication Research Institute International | Ability evaluation method, and server for ability evaluation system |
| CN107480936A (en) * | 2017-07-11 | 2017-12-15 | 杭州电子科技大学 | A kind of talent ability depicting method based on scientific achievement data |
| CN107909278A (en) * | 2017-11-23 | 2018-04-13 | 江苏传智播客教育科技股份有限公司 | A kind of method and system of program capability comprehensive assessment |
| CN108846558A (en) * | 2018-05-29 | 2018-11-20 | 黑龙江省经济管理干部学院 | A kind of education and instruction middle school student core competence evaluation investigation and analysis system |
| CN109242324A (en) * | 2018-09-18 | 2019-01-18 | 阿里巴巴集团控股有限公司 | Appraisal procedure, device and the equipment of customer service level |
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112036728A (en) * | 2020-08-25 | 2020-12-04 | 滕德群 | Capability level analysis method, capability level analysis device, electronic equipment and storage medium |
| CN112116221A (en) * | 2020-09-01 | 2020-12-22 | 上海康诚建设工程咨询有限公司 | Evaluation method and system for comprehensive evaluation, electronic device and storage medium |
| CN113222456A (en) * | 2021-05-29 | 2021-08-06 | 长沙市到家悠享家政服务有限公司 | Task processing method, system, electronic device and computer readable medium |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| US20210104316A1 (en) | Data driven analysis, modeling, and semi-supervised machine learning for qualitative and quantitative determinations | |
| US20210157862A1 (en) | Automatic document negotiation | |
| CN110689224A (en) | Agent capability analysis method and device, electronic equipment and storage medium | |
| CN109558384B (en) | Log classification method, device, electronic equipment and storage medium | |
| JP2012058986A (en) | Distribution server and distribution method notifying a user of a recommendable application | |
| US10152684B2 (en) | Device, method and system for valuating individuals and organizations based on personal interactions | |
| CN110443513B (en) | Staff building method, device, terminal and storage medium for team task | |
| JP6393812B1 (en) | Information processing apparatus, information processing method, and program | |
| CN108428092B (en) | Business process display method, device and equipment | |
| Jokonya | Towards a critical systems thinking approach during IT adoption in organisations | |
| US10740536B2 (en) | Dynamic survey generation and verification | |
| US20220050693A1 (en) | Determine step position to offer user assistance on an augmented reality system | |
| CN109828902B (en) | Interface parameter determining method and device, electronic equipment and storage medium | |
| CN111009299A (en) | Similar medicine recommendation method and system, server and medium | |
| CN110705733A (en) | Number obtaining method and device, electronic equipment and computer readable storage medium | |
| Williams | Survey methods in an age of austerity: Driving value in survey design | |
| US20200265354A1 (en) | Decision Making Entity Analytics Methods and Systems | |
| JP7292869B2 (en) | Tissue information processing device, tissue information processing method, and program | |
| WO2021093441A1 (en) | Interpersonal network-based mutual assistance method, service platform, and system | |
| JP6983372B2 (en) | Information processing equipment, information processing methods, and programs | |
| CN110688582B (en) | Application recommendation method, application recommendation device and terminal equipment | |
| CN115545088A (en) | Model construction method, classification method and device and electronic equipment | |
| CN112232538A (en) | Recommendation system, method and device and electronic equipment | |
| JP6959386B2 (en) | Talent analysis systems, methods, and programs | |
| KR102502734B1 (en) | Patient satisfaction evaluation service provision system for hospitals for Voice of Patient management |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination |