CN110716736A - Method and system for processing online fault of customer service feedback - Google Patents
Method and system for processing online fault of customer service feedback Download PDFInfo
- Publication number
- CN110716736A CN110716736A CN201910879464.7A CN201910879464A CN110716736A CN 110716736 A CN110716736 A CN 110716736A CN 201910879464 A CN201910879464 A CN 201910879464A CN 110716736 A CN110716736 A CN 110716736A
- Authority
- CN
- China
- Prior art keywords
- fault
- online
- customer service
- information
- line
- 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
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F8/00—Arrangements for software engineering
- G06F8/70—Software maintenance or management
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F11/00—Error detection; Error correction; Monitoring
- G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
- G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
- G06F11/079—Root cause analysis, i.e. error or fault diagnosis
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F11/00—Error detection; Error correction; Monitoring
- G06F11/36—Preventing errors by testing or debugging software
- G06F11/362—Software debugging
Landscapes
- Engineering & Computer Science (AREA)
- Theoretical Computer Science (AREA)
- General Engineering & Computer Science (AREA)
- Physics & Mathematics (AREA)
- General Physics & Mathematics (AREA)
- Quality & Reliability (AREA)
- Software Systems (AREA)
- Computer Hardware Design (AREA)
- Health & Medical Sciences (AREA)
- Biomedical Technology (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Abstract
The invention discloses a method and a system for processing an online fault fed back by customer service, wherein the method comprises the steps of obtaining fault detail information of the online fault fed back by customer service personnel; judging whether the online fault belongs to the technical fault or not based on the fault detail information, if so, continuously judging the fault level of the online fault, and sending the fault detail information and the corresponding fault level information to the development end, and if not, sending a corresponding judgment result to a customer service end; and repairing the on-line faults according to a preset fault grade sequence. The invention can judge the technical fault and the non-technical fault of the on-line fault fed back by the customer service staff, and only when the on-line fault is judged to be the technical fault, the on-line fault is transferred to the subsequent fault processing flow to be processed by the tester and the developer, thereby effectively optimizing the on-line fault processing flow, improving the on-line fault processing efficiency and reducing the working cost of the tester and the developer.
Description
Technical Field
The invention relates to the technical field of software development and maintenance, in particular to a method and a system for processing an online fault fed back by customer service.
Background
The IT industry is characterized in that an online system continuously operates, the stability of the system is the life line of an enterprise, and the fault problem needs to be accurately positioned and quickly solved at the first time. In the existing fault processing flow on the customer service feedback line, firstly, the fault on the customer service feedback line is serviced, then a tester accepts the fault, then the tester judges the grade/type (technical/non-technical) of the fault, and finally the developer handles the technical fault.
The online fault processing of customer service feedback through the processing flow can cause a plurality of non-technical faults to be transferred to the tester, so that the working cost of the tester is greatly increased.
Disclosure of Invention
The invention aims to at least solve one of the technical problems in the prior art, and particularly creatively provides a method and a system for processing on-line faults fed back by customer service staff, which can judge the technical faults and non-technical faults of the on-line faults fed back by the customer service staff, and only when the on-line faults are judged to be the technical faults, the on-line faults are transferred to the subsequent fault processing flow to be processed by testers and developers, so that the processing flow of the on-line faults is effectively optimized, the processing efficiency of the on-line faults is improved, and the working costs of the testers and the developers are reduced.
In order to achieve the above object of the present invention, according to a first aspect of the present invention, there is provided a method for processing an online fault of customer service feedback, the method including the steps of:
acquiring fault detail information of the online fault fed back by customer service personnel, wherein the fault detail at least comprises fault problem description information, a system version number, a user ID and fault image information;
judging whether the online fault belongs to the technical fault or not based on the fault detail information, if so, continuously judging the fault level of the online fault, and sending the fault detail information and the corresponding fault level information to the development end, and if not, sending a corresponding judgment result to a customer service end; and
and repairing the on-line faults according to a preset fault grade sequence.
Preferably, before obtaining the fault detail information of the online fault fed back by the customer service personnel, the method further comprises:
and acquiring the problem information fed back by the user, and performing recurrence operation based on the problem information.
Preferably, the determining the fault level of the online fault includes:
and distinguishing the fault grades of the online faults according to a preset fault grade grading table.
Preferably, the repairing the online fault according to the preset fault level sequence includes:
and sequentially searching the corresponding fault reasons of the online faults according to the priority levels in the fault grade sequence from the higher priority level to the lower priority level, and repairing the online faults according to the searched fault reasons.
Preferably, the method further comprises:
and when the fault grade corresponding to the on-line fault is the highest grade, establishing an RCA report of the on-line fault after the on-line fault repairing processing is finished.
According to a second aspect of the present invention, there is provided a system for handling an online fault of customer service feedback, the system comprising:
the fault information acquisition module is used for acquiring fault detail information of the online fault fed back by customer service personnel, wherein the fault detail at least comprises fault problem description information, a system version number, a user ID and fault image information;
the fault information judging module is used for judging whether the online fault belongs to the technical fault or not based on the fault detail information, if so, continuously judging the fault level of the online fault, and sending the fault detail information and the corresponding fault level information to the development end, and if not, sending the corresponding judgment result to the customer service end; and
and the fault repairing processing module is used for repairing the on-line faults according to a preset fault grade sequence.
Preferably, the system further comprises:
and the fault recurrence processing module is used for acquiring the problem information fed back by the user before acquiring the fault detail information of the online fault fed back by the customer service staff, and performing recurrence operation based on the problem information.
Preferably, the determining the fault level of the online fault includes:
and distinguishing the fault grades of the online faults according to a preset fault grade grading table.
Preferably, the failure recovery processing module is specifically configured to:
and sequentially searching the corresponding fault reasons of the online faults according to the priority levels in the fault grade sequence from the higher priority level to the lower priority level, and repairing the online faults according to the searched fault reasons.
Preferably, the system further comprises:
and the fault report creating module is used for creating an RCA report of the on-line fault after the on-line fault is repaired when the fault grade corresponding to the on-line fault is the highest grade.
According to the scheme, the invention provides a method and a system for processing the online fault fed back by the customer service, wherein the method comprises the steps of obtaining fault detail information of the online fault fed back by the customer service staff, wherein the fault detail at least comprises fault problem description information, a system version number, a user ID and fault image information; judging whether the online fault belongs to the technical fault or not based on the fault detail information, if so, continuously judging the fault level of the online fault, and sending the fault detail information and the corresponding fault level information to the development end, and if not, sending a corresponding judgment result to a customer service end; and repairing the on-line faults according to a preset fault grade sequence. The invention can judge the technical fault and the non-technical fault of the on-line fault fed back by the customer service staff, and only when the on-line fault is judged to be the technical fault, the on-line fault is transferred to the subsequent fault processing flow to be processed by the tester and the developer, thereby effectively optimizing the on-line fault processing flow, improving the on-line fault processing efficiency and reducing the working cost of the tester and the developer.
Additional aspects and advantages of the invention will be set forth in part in the description which follows and, in part, will be obvious from the description, or may be learned by practice of the invention.
Drawings
The above and/or additional aspects and advantages of the present invention will become apparent and readily appreciated from the following description of the embodiments, taken in conjunction with the accompanying drawings of which:
FIG. 1 is a flow chart of a method for processing an online fault of customer feedback in a preferred embodiment of the present invention;
fig. 2 is a schematic structural diagram of a system for processing an online fault of customer feedback in a preferred embodiment of the present invention.
Detailed Description
Exemplary embodiments of the present disclosure will be described in more detail below with reference to the accompanying drawings. While exemplary embodiments of the present disclosure are shown in the drawings, it should be understood that the present disclosure may be embodied in various forms and should not be limited to the embodiments set forth herein. Rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the scope of the disclosure to those skilled in the art.
It will be understood by those skilled in the art that, unless otherwise defined, all terms (including 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. It will be further understood that terms, such as those defined in commonly used dictionaries, should be interpreted as having a meaning that is consistent with their meaning in the context of the prior art and will not be interpreted in an idealized or overly formal sense unless expressly so defined herein.
In the description of the present invention, it is to be understood that the terms "longitudinal", "lateral", "upper", "lower", "front", "rear", "left", "right", "vertical", "horizontal", "top", "bottom", "inner", "outer", and the like, indicate orientations or positional relationships based on those shown in the drawings, and are used merely for convenience of description and for simplicity of description, and do not indicate or imply that the referenced devices or elements must have a particular orientation, be constructed in a particular orientation, and be operated, and thus, are not to be construed as limiting the present invention.
In the description of the present invention, unless otherwise specified and limited, it is to be noted that the terms "mounted," "connected," and "connected" are to be interpreted broadly, and may be, for example, a mechanical connection or an electrical connection, a communication between two elements, a direct connection, or an indirect connection via an intermediate medium, and specific meanings of the terms may be understood by those skilled in the art according to specific situations.
According to a first aspect of the present invention, the present invention provides a method for processing an online fault of customer service feedback, as shown in fig. 1, the method may include the following steps:
s101, acquiring fault detail information of the online fault fed back by customer service personnel, wherein the fault detail at least comprises fault problem description information, a system version number, a user ID and fault image information;
in the process of online system operation, the stability of the system is the life line of an enterprise, and the fault problem needs to be accurately positioned and quickly solved at the first time. In the process of experiencing the online system, a user usually encounters some problems, which may be problems of the system itself or problems in user operation, so that in the process of running the system online, a customer service staff generally performs online docking with the user to perform online collection of user problems, and then feeds back the collected problems to a system test or a developer to perform fault repair at the first time. Therefore, when a problem fed back by a user is processed, firstly, fault detail information of an online fault fed back by a customer service staff is required to be acquired, where the fault detail information at least includes fault problem description information, a system version number, a user ID, and fault image information, and specifically, the fault detail information is mainly fault information related to the problem fed back by the user, where the fault problem description information specifically refers to description information of a problem fed back by the customer service staff through communication with the user, the system is a version number of the online system corresponding to the problem fed back by the user, or may also be a version number of an APP used by the user, the user ID is ID information of the user feeding back the problem, and the fault image information is screenshot information or related video information of the problem fed back by the user. The fault detail information can be specifically input by customer service personnel in a fault processing flow system, and by acquiring fault detail information comprising problem description information, a system version number, a user ID and fault image information, subsequent testing personnel or development personnel can conveniently know corresponding faults in detail and quickly locate the faults, so that the fault processing speed is increased. The customer service staff can also feed back the fault details through a third-party communication platform such as WeChat and nailing, for example, after collecting and arranging the corresponding fault detail information, the customer service staff sends the fault detail information to a system error reporting group corresponding to the system maintenance management through nailing.
S02, judging whether the on-line fault belongs to the technical fault or not based on the fault detail information, if so, continuously judging the fault level of the on-line fault, sending the fault detail information and the corresponding fault level information to the development end, and if not, sending the corresponding judgment result to the customer service end;
the obtained fault detail information is transferred to a fault tester terminal, a fault tester judges whether the on-line fault belongs to the technical fault or not according to the fault detail information with the aid of a relevant test tool, if the on-line fault belongs to the technical fault, the fault grade of the on-line fault is further judged, the fault grade of the on-line fault can be distinguished according to a preset fault grade grading table, the fault detail information is analyzed, the fault grade grading table is matched with the corresponding fault grade for the on-line fault, after the corresponding fault grade is obtained through judgment, the fault detail information of the on-line fault and the fault grade information obtained through matching are sent to an initiating terminal, and developers carry out specific analysis and repair processing on the on-line fault; if the on-line fault belongs to the non-technical fault through judgment, the tester directly sends a corresponding judgment result to the customer service end to inform the customer service personnel, the judgment result is recorded by the customer service personnel and is uniformly given to responsible personnel of the system product as an optimization suggestion of the product, and further optimization is carried out in subsequent system development. The technical fault and the non-technical fault are judged and classified by the fault detail information fed back by the customer service staff, so that when the corresponding on-line fault does not belong to the technical fault, the corresponding fault information is not transferred to the development end, the workload and the working cost of the development staff at the development end are effectively reduced, and the fault processing efficiency is improved.
And S103, repairing the on-line fault according to a preset fault grade sequence.
After receiving the fault detail information and the corresponding fault grade information, a developer of the development end carries out technical-level repair processing on the corresponding on-line faults according to a preset fault grade sequence. Specifically, a developer sequentially searches fault reasons of corresponding on-line faults according to a sequence from a higher priority level to a lower priority level of the on-line faults in the fault level sequence, and repairs the on-line faults according to the searched fault reasons. The fault grade sequence is preset by the project team according to the influence degree of different faults on the stable operation of the system, the fault on the fed back on-line faults is repaired from a high grade to a low grade according to the preset fault grade sequence, and the influence of major faults on the stable operation of the system can be effectively reduced. The fault repairing efficiency is improved on the whole, and the stability of system operation is ensured.
In this embodiment, before obtaining the fault detail information of the online fault fed back by the customer service staff, the method may further include:
and acquiring the problem information fed back by the user, and performing recurrence operation based on the problem information.
The problem information that customer service personnel fed back with the user feedback is arranged and is fed back to trouble tester before, can be earlier to the problem information that obtains user feedback recurrence operation, can be that customer service personnel have a more deep, accurate understanding to the problem information that the user fed back like this, and then improve the follow-up accuracy to problem description when feeding back the problem to trouble tester, simultaneously, through recurrence operation, when the problem of user feedback belongs to conventional, non-technical problem such as operation, customer service personnel also can carry out the instruction of correct operation to the user the very first time, be favorable to improving the efficiency that the trouble was solved.
In this embodiment, the method may further include:
and when the fault grade corresponding to the online fault is the highest grade, establishing an RCA report of the online fault after the online fault repairing processing is finished.
In order to further optimize and perfect the development system, for the technical fault belonging to the highest level, after the fault is processed, the Root Cause of the fault is analyzed, an RAC (Root Cause Analysis) report is created, the Root Cause of the fault is found out, a method for solving the problem and a specified preventive measure are conveniently found out subsequently, and therefore the development system is optimized and perfected.
According to the scheme, the invention provides a method for processing the online fault fed back by the customer service, which comprises the steps of firstly obtaining fault detail information of the online fault fed back by the customer service staff, wherein the fault detail at least comprises fault problem description information, a system version number, a user ID and fault image information; then judging whether the online fault belongs to the technical fault or not based on the fault detail information, if so, continuously judging the fault level of the online fault, sending the fault detail information and the corresponding fault level information to the development end, and if not, sending a corresponding judgment result to the customer service end; and finally, repairing the on-line fault according to a preset fault grade sequence. The invention can judge the technical fault and the non-technical fault of the on-line fault fed back by the customer service staff, and only when the on-line fault is judged to be the technical fault, the on-line fault is transferred to the subsequent fault processing flow to be processed by the tester and the developer, thereby effectively optimizing the on-line fault processing flow, improving the on-line fault processing efficiency and reducing the working cost of the tester and the developer.
According to a second aspect of the present invention, there is provided a system for handling an online fault of customer service feedback, as shown in fig. 2, the system may include:
the fault information acquisition module 201 is configured to acquire fault detail information of the online fault fed back by the customer service staff, where the fault detail at least includes fault problem description information, a system version number, a user ID, and fault image information;
in the process of online system operation, the stability of the system is the life line of an enterprise, and the fault problem needs to be accurately positioned and quickly solved at the first time. In the process of experiencing the online system, a user usually encounters some problems, which may be problems of the system itself or problems in user operation, so that in the process of running the system online, a customer service staff generally performs online docking with the user to perform online collection of user problems, and then feeds back the collected problems to a system test or a developer to perform fault repair at the first time. Therefore, when a problem fed back by a user is processed, firstly, fault detail information of an online fault fed back by a customer service staff is required to be acquired, where the fault detail information at least includes fault problem description information, a system version number, a user ID, and fault image information, and specifically, the fault detail information is mainly fault information related to the problem fed back by the user, where the fault problem description information specifically refers to description information of a problem fed back by the customer service staff through communication with the user, the system is a version number of the online system corresponding to the problem fed back by the user, or may also be a version number of an APP used by the user, the user ID is ID information of the user feeding back the problem, and the fault image information is screenshot information or related video information of the problem fed back by the user. The fault detail information can be specifically input by customer service personnel in a fault processing flow system, and by acquiring fault detail information comprising problem description information, a system version number, a user ID and fault image information, subsequent testing personnel or development personnel can conveniently know corresponding faults in detail and quickly locate the faults, so that the fault processing speed is increased. The customer service staff can also feed back the fault details through a third-party communication platform such as WeChat and nailing, for example, after collecting and arranging the corresponding fault detail information, the customer service staff sends the fault detail information to a system error reporting group corresponding to the system maintenance management through nailing.
The fault information judging module 202 is used for judging whether the online fault belongs to the technical fault or not based on the fault detail information, if so, continuously judging the fault level of the online fault, sending the fault detail information and the corresponding fault level information to the initiating terminal, and if not, sending the corresponding judgment result to the customer service terminal;
the obtained fault detail information is transferred to a fault tester terminal, a fault tester judges whether the on-line fault belongs to the technical fault or not according to the fault detail information with the aid of a relevant test tool, if the on-line fault belongs to the technical fault, the fault grade of the on-line fault is further judged, the fault grade of the on-line fault can be distinguished according to a preset fault grade grading table, the fault detail information is analyzed, the fault grade grading table is matched with the corresponding fault grade for the on-line fault, after the corresponding fault grade is obtained through judgment, the fault detail information of the on-line fault and the fault grade information obtained through matching are sent to an initiating terminal, and developers carry out specific analysis and repair processing on the on-line fault; if the on-line fault belongs to the non-technical fault through judgment, the tester directly sends a corresponding judgment result to the customer service end to inform the customer service personnel, the judgment result is recorded by the customer service personnel and is uniformly given to responsible personnel of the system product as an optimization suggestion of the product, and further optimization is carried out in subsequent system development. The technical fault and the non-technical fault are judged and classified by the fault detail information fed back by the customer service staff, so that when the corresponding on-line fault does not belong to the technical fault, the corresponding fault information is not transferred to the development end, the workload and the working cost of the development staff at the development end are effectively reduced, and the fault processing efficiency is improved.
And the fault repairing module 203 is configured to repair the online fault according to a preset fault level sequence.
After receiving the fault detail information and the corresponding fault grade information, a developer of the development end carries out technical-level repair processing on the corresponding on-line faults according to a preset fault grade sequence. Specifically, a developer sequentially searches fault reasons of corresponding on-line faults according to a sequence from a higher priority level to a lower priority level of the on-line faults in the fault level sequence, and repairs the on-line faults according to the searched fault reasons. The fault grade sequence is preset by the project team according to the influence degree of different faults on the stable operation of the system, the fault on the fed back on-line faults is repaired from a high grade to a low grade according to the preset fault grade sequence, and the influence of major faults on the stable operation of the system can be effectively reduced. The fault repairing efficiency is improved on the whole, and the stability of system operation is ensured.
In this embodiment, the system may further include:
and the fault recurrence processing module is used for acquiring the problem information fed back by the user before acquiring the fault detail information of the online fault fed back by the customer service staff, and performing recurrence operation based on the problem information.
The problem information that customer service personnel fed back with the user feedback is arranged and is fed back to trouble tester before, can be earlier to the problem information that obtains user feedback recurrence operation, can be that customer service personnel have a more deep, accurate understanding to the problem information that the user fed back like this, and then improve the follow-up accuracy to problem description when feeding back the problem to trouble tester, simultaneously, through recurrence operation, when the problem of user feedback belongs to conventional, non-technical problem such as operation, customer service personnel also can carry out the instruction of correct operation to the user the very first time, be favorable to improving the efficiency that the trouble was solved.
In this embodiment, the system may further include:
and the fault report creating module is used for creating an RCA report of the online fault after the online fault repair processing is finished when the fault grade corresponding to the online fault is the highest grade.
In order to further optimize and perfect the development system, for the technical fault belonging to the highest level, after the fault is processed, the Root Cause of the fault is analyzed, an RAC (Root Cause Analysis) report is created, the Root Cause of the fault is found out, a method for solving the problem and a specified preventive measure are conveniently found out subsequently, and therefore the development system is optimized and perfected.
According to the scheme, the invention provides a system for processing the on-line fault fed back by the customer service, which comprises the steps of firstly obtaining fault detail information of the on-line fault fed back by the customer service staff, wherein the fault detail at least comprises fault problem description information, a system version number, a user ID and fault image information; then judging whether the online fault belongs to the technical fault or not based on the fault detail information, if so, continuously judging the fault level of the online fault, sending the fault detail information and the corresponding fault level information to the development end, and if not, sending a corresponding judgment result to the customer service end; and finally, repairing the on-line fault according to a preset fault grade sequence. The invention can judge the technical fault and the non-technical fault of the on-line fault fed back by the customer service staff, and only when the on-line fault is judged to be the technical fault, the on-line fault is transferred to the subsequent fault processing flow to be processed by the tester and the developer, thereby effectively optimizing the on-line fault processing flow, improving the on-line fault processing efficiency and reducing the working cost of the tester and the developer.
In this embodiment, the module/unit integrated by the processing system for processing the online failure of customer service feedback may be stored in a computer-readable storage medium if it is implemented in the form of a software functional unit and sold or used as an independent product. 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 when the computer program is executed by a processor, the steps of the method embodiments may be implemented. 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 the computer program code, recording medium, usb disk, removable hard disk, magnetic disk, optical disk, computer Memory, Read-Only Memory (ROM), Random Access Memory (RAM), electrical carrier wave signals, telecommunications signals, software distribution medium, and the like. It should be noted that the computer readable medium may contain content that is subject to appropriate increase or decrease as required by legislation and patent practice in jurisdictions, for example, in some jurisdictions, computer readable media does not include electrical carrier signals and telecommunications signals as is required by legislation and patent practice.
Those skilled in the art will appreciate that while some embodiments herein include some features included in other embodiments, rather than others, combinations of features of different embodiments are meant to be within the scope of the invention and form different embodiments. For example, in the following claims, any of the claimed embodiments may be used in any combination.
Finally, it should be noted that: the above examples are only intended to illustrate the technical solution of the present invention, but not to limit it; although the present invention has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; and such modifications or substitutions do not depart from the spirit and scope of the corresponding technical solutions of the embodiments of the present invention.
Claims (10)
1. A method for handling an online fault of customer service feedback, the method comprising:
acquiring fault detail information of the online fault fed back by customer service personnel, wherein the fault detail at least comprises fault problem description information, a system version number, a user ID and fault image information;
judging whether the online fault belongs to the technical fault or not based on the fault detail information, if so, continuously judging the fault level of the online fault, and sending the fault detail information and the corresponding fault level information to the development end, and if not, sending a corresponding judgment result to a customer service end; and
and repairing the on-line faults according to a preset fault grade sequence.
2. The method for processing the on-line fault fed back by the customer service personnel as claimed in claim 1, wherein before obtaining the fault detail information of the on-line fault fed back by the customer service personnel, the method further comprises:
and acquiring the problem information fed back by the user, and performing recurrence operation based on the problem information.
3. The method of claim 1, wherein the determining the fault level of the online fault comprises:
and distinguishing the fault grades of the online faults according to a preset fault grade grading table.
4. The method for processing the on-line fault of the customer service feedback according to claim 1, wherein the repairing the on-line fault according to the preset fault level sequence comprises:
and sequentially searching the corresponding fault reasons of the online faults according to the priority levels in the fault grade sequence from the higher priority level to the lower priority level, and repairing the online faults according to the searched fault reasons.
5. The method of handling an online fault of customer service feedback according to claim 4, wherein the method further comprises:
and when the fault grade corresponding to the on-line fault is the highest grade, establishing an RCA report of the on-line fault after the on-line fault repairing processing is finished.
6. A system for handling an online fault of customer service feedback, the system comprising:
the fault information acquisition module is used for acquiring fault detail information of the online fault fed back by customer service personnel, wherein the fault detail at least comprises fault problem description information, a system version number, a user ID and fault image information;
the fault information judging module is used for judging whether the online fault belongs to the technical fault or not based on the fault detail information, if so, continuously judging the fault level of the online fault, and sending the fault detail information and the corresponding fault level information to the development end, and if not, sending the corresponding judgment result to the customer service end; and
and the fault repairing processing module is used for repairing the on-line faults according to a preset fault grade sequence.
7. The system for handling an online fault of customer service feedback according to claim 6, wherein the system further comprises:
and the fault recurrence processing module is used for acquiring the problem information fed back by the user before acquiring the fault detail information of the online fault fed back by the customer service staff, and performing recurrence operation based on the problem information.
8. The system of claim 6, wherein the determining the fault level of the online fault comprises:
and distinguishing the fault grades of the online faults according to a preset fault grade grading table.
9. The system for handling an online failure of customer service feedback according to claim 6, wherein the failure recovery processing module is specifically configured to:
and sequentially searching the corresponding fault reasons of the online faults according to the priority levels in the fault grade sequence from the higher priority level to the lower priority level, and repairing the online faults according to the searched fault reasons.
10. The system for handling an online fault of customer service feedback according to claim 9, wherein the system further comprises:
and the fault report creating module is used for creating an RCA report of the on-line fault after the on-line fault is repaired when the fault grade corresponding to the on-line fault is the highest grade.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910879464.7A CN110716736A (en) | 2019-09-18 | 2019-09-18 | Method and system for processing online fault of customer service feedback |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201910879464.7A CN110716736A (en) | 2019-09-18 | 2019-09-18 | Method and system for processing online fault of customer service feedback |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN110716736A true CN110716736A (en) | 2020-01-21 |
Family
ID=69209885
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201910879464.7A Pending CN110716736A (en) | 2019-09-18 | 2019-09-18 | Method and system for processing online fault of customer service feedback |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN110716736A (en) |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112188013A (en) * | 2020-09-22 | 2021-01-05 | 康佳集团股份有限公司 | Customer service method based on real-time information, storage medium and server |
| CN113220589A (en) * | 2021-06-03 | 2021-08-06 | 上海中通吉网络技术有限公司 | On-line problem processing method |
Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101951630A (en) * | 2010-10-12 | 2011-01-19 | 武汉虹旭信息技术有限责任公司 | Method for improving CDMA network customer service support capability |
| CN107819627A (en) * | 2017-11-16 | 2018-03-20 | 中国平安人寿保险股份有限公司 | System failure processing method and server |
| CN108833190A (en) * | 2018-07-27 | 2018-11-16 | 郑州云海信息技术有限公司 | A kind of NFS service fault alarm method, device and storage medium |
| CN110135604A (en) * | 2019-05-22 | 2019-08-16 | 北京秦淮数据有限公司 | Fault handling method, device and processing equipment |
-
2019
- 2019-09-18 CN CN201910879464.7A patent/CN110716736A/en active Pending
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101951630A (en) * | 2010-10-12 | 2011-01-19 | 武汉虹旭信息技术有限责任公司 | Method for improving CDMA network customer service support capability |
| CN107819627A (en) * | 2017-11-16 | 2018-03-20 | 中国平安人寿保险股份有限公司 | System failure processing method and server |
| CN108833190A (en) * | 2018-07-27 | 2018-11-16 | 郑州云海信息技术有限公司 | A kind of NFS service fault alarm method, device and storage medium |
| CN110135604A (en) * | 2019-05-22 | 2019-08-16 | 北京秦淮数据有限公司 | Fault handling method, device and processing equipment |
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112188013A (en) * | 2020-09-22 | 2021-01-05 | 康佳集团股份有限公司 | Customer service method based on real-time information, storage medium and server |
| CN112188013B (en) * | 2020-09-22 | 2022-05-31 | 康佳集团股份有限公司 | Customer service method based on real-time information, storage medium and server |
| CN113220589A (en) * | 2021-06-03 | 2021-08-06 | 上海中通吉网络技术有限公司 | On-line problem processing method |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN110727531A (en) | Fault prediction and processing method and system for online system | |
| CN110716736A (en) | Method and system for processing online fault of customer service feedback | |
| CN110275878B (en) | Service data detection method and device, computer equipment and storage medium | |
| CN107479540A (en) | Method for diagnosing faults and system | |
| CN109189407A (en) | Statistical method, system, device and the storage medium of a kind of pair of multi-chip burning | |
| CN111190832A (en) | Method, device and system for positioning and optimizing performance bottleneck | |
| CN111400505A (en) | Method and system for matching fault elimination scheme of power consumption information acquisition system | |
| CN113488414A (en) | Wafer production monitoring method and system and electronic equipment | |
| CN115794639B (en) | Visual test based on flow and visual simulation test system and method | |
| CN110704093A (en) | Method and system for processing operation feedback online fault | |
| CN113176962B (en) | Computer room IT equipment fault accurate detection method and system for data center | |
| CN115292159A (en) | Test debugging method and system, corresponding computer equipment and storage medium | |
| CN109933798B (en) | Audit log analysis method and audit log analysis device | |
| CN113807690A (en) | Online evaluation and early warning method and system for operation state of regional power grid regulation and control system | |
| CN112631900A (en) | Interface inspection method and device, electronic equipment and storage medium | |
| CN117520999B (en) | Intelligent operation and maintenance method and system for edge data center equipment | |
| CN105227333A (en) | The method and apparatus of network element device data maintenance | |
| CN117558660B (en) | Management method and system for control workstation of semiconductor wafer detection equipment | |
| CN114328147B (en) | Test exception handling method and device, electronic equipment and storage medium | |
| CN117033226A (en) | Evaluation method for automatic test effect | |
| CN115408219A (en) | Method, system, device and medium for optimizing complete machine system diagnosis platform | |
| CN117473394A (en) | Method, system, equipment and storage medium for evaluating reliability of secondary equipment of transformer substation | |
| CN115981964A (en) | Data detection method and device | |
| CN118012698A (en) | Application data acquisition method, application monitoring method, electronic equipment and medium | |
| CN117056161A (en) | Cabinet overhauling method, system, electronic setting and storage medium |
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 |