CN112055073A - Service evaluation system, readable storage medium and method - Google Patents
Service evaluation system, readable storage medium and method Download PDFInfo
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- CN112055073A CN112055073A CN202010902944.3A CN202010902944A CN112055073A CN 112055073 A CN112055073 A CN 112055073A CN 202010902944 A CN202010902944 A CN 202010902944A CN 112055073 A CN112055073 A CN 112055073A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/01—Protocols
- H04L67/06—Protocols specially adapted for file transfer, e.g. file transfer protocol [FTP]
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- 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
- G06Q30/00—Commerce
- G06Q30/02—Marketing; Price estimation or determination; Fundraising
- G06Q30/0282—Rating or review of business operators or products
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- 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
- G06Q50/00—Systems or methods specially adapted for specific business sectors, e.g. utilities or tourism
- G06Q50/10—Services
- G06Q50/26—Government or public services
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/55—Push-based network services
Abstract
The invention discloses a service evaluation system, a readable storage medium and a method, after the service is completed, an evaluation request is initiated; after receiving the evaluation request, carrying out evaluation operation and submitting an evaluation result; collecting audio and video data from number calling to evaluation completion; judging whether the evaluation result is bad evaluation or not, and when the evaluation result is not bad evaluation, acquiring image information of an evaluator and judging whether the evaluation result is self evaluation of a worker or not; when the evaluation result is poor evaluation, pulling the audio and video from the number calling to the time period of poor evaluation submission, carrying out video interception on the audio and video according to a preset time period, and judging whether the evaluation result is malicious poor evaluation or not on the intercepted audio and video; by acquiring audio and video data and combining the poor evaluation information obtained by server statistics, whether the poor evaluation in the service evaluation result is malicious poor evaluation is judged, so that the objectivity and the accuracy of service evaluation are improved.
Description
Technical Field
The invention relates to the field of service evaluation systems, in particular to a service evaluation system, a readable storage medium and a method.
Background
With the rapid development of science and technology and the increasing improvement of living standard of people, the competition of various industries, especially the service industry, is gradually intensified. "quality of service" has been increasingly focused on both the service and the service partner as a standard for embodying the public image, service concept, and management level of the enterprise.
However, in the service process and after the service is completed, the user is required to complete the service evaluation, and poor evaluation conditions can be generated in the evaluation process, because the poor evaluation conditions are inevitable in the subjectivity of the evaluation, but the malicious evaluation conditions can also occur, and how to judge and track the malicious poor evaluation conditions cannot be realized in the prior art.
Disclosure of Invention
The invention aims to solve the technical problems that the existing service evaluation process cannot accurately and objectively obtain a service evaluation result and cannot track and judge the authenticity of poor evaluation, and provides a service evaluation system, a readable storage medium and a method to solve the problems.
The invention is realized by the following technical scheme:
a service evaluation method, comprising:
performing service handling according to a number for calling generated by a service system for a client of a corresponding number;
after the service of the client with the corresponding number is finished, the staff client initiates an evaluation request to a client evaluation client corresponding to the served client;
after receiving the evaluation request, the client evaluation client performs evaluation operation and submits an evaluation result;
collecting audio and video data from number calling to evaluation completion of a served client;
judging whether the evaluation result is bad evaluation or not, and acquiring image information of an evaluator when the evaluation result is not bad evaluation;
uploading the image information of the appraiser to a server of the service system to judge whether the appraisal result is the self appraisal of the staff;
when the evaluation result is not the self-evaluation of the staff, the service evaluation of the service system is completed;
when the evaluation result is the self evaluation of the staff, the service system pushes an evaluation violation to an administrator;
when the evaluation result is bad evaluation, the service system pulls the audio and video from the number calling to the bad evaluation submitting time period after a period of time, carries out video interception on the audio and video according to a preset time period, and uploads the intercepted audio and video to a server one by one;
analyzing the audio and video uploaded to the server according to a judgment standard, and judging whether the evaluation result is malicious bad evaluation;
when the evaluation result is malicious evaluation, the service system pushes an evaluation violation to an administrator;
and when the evaluation result is not the malicious evaluation, completing the service evaluation of the service system.
Further, the evaluation criteria of the malicious evaluation include:
acquiring and judging the phrase specification, illegal phrases, conversation emotion, severe expressions and illegal gestures of workers in the audio and video uploaded to the server;
and when the evaluation standard is not obtained, judging that the evaluation result is malicious evaluation.
The method obtains a more objective evaluation result for the whole evaluation system by judging whether the evaluation result is malicious bad evaluation or not, reads the audio and video data of a time period corresponding to the evaluation information when the evaluation information obtained by the service evaluation system is bad evaluation, and obtains whether the bad evaluation is malicious evaluation or not by judging the audio and video data, thereby ensuring the objectivity of the evaluation.
The evaluation system comprises a server side and a client evaluation terminal, wherein the server side is used for processing the evaluation result of a served client at a client evaluation client side and returning the evaluation result to a staff client side, and the server side is used for counting different types of evaluation data and checking audio and video information in all evaluation processes.
A service evaluation system comprises a server side and a client evaluation terminal;
the server side is used for acquiring, storing, inquiring, calculating and counting audio and video data, evaluation information and evaluation information generation time of all services and evaluation processes, judging whether the evaluation information is bad evaluation or not, and reading the audio and video data of the corresponding services and the evaluation processes according to the evaluation result generation time corresponding to the evaluation information when the evaluation information is bad evaluation;
the client evaluation terminal is used for initiating evaluation to a served client, receiving the evaluation, acquiring the audio and video data of the service process, acquiring the audio and video data of the evaluation process and uploading the completed evaluation information and audio and video data to the server.
Further, the client evaluation terminal comprises a staff client, a client evaluation self-service terminal and a mobile terminal code scanning evaluation;
the staff client is used for initiating evaluation to a served client after the staff finishes the service and recording an evaluation result in the information of the staff and transmitting the evaluation result to the server;
the client evaluation client is used for receiving the evaluation initiated by the staff client and giving detailed comments to the evaluation;
the client flat price self-service terminal is used for selecting workers and evaluating the selected workers;
the customer evaluation self-service terminal carries out information interaction with the server through a router;
and the evaluation mobile terminal carries out evaluation operation by scanning the evaluation two-dimensional code through the mobile terminal app.
Further, the staff client comprises a login module, a logout module, an information display module, an evaluation module, a temporary separation module and a regression module;
the login module is used for logging in basic information of corresponding workers;
the logout module is used for quitting the basic information of the corresponding staff;
the information display module is used for displaying basic information and evaluation information of corresponding workers;
the evaluation module is used for initiating evaluation to the served client corresponding to the staff;
the temporary separation module and the regression module are used for displaying the working state of the staff corresponding to the current window to the client.
Further, the client evaluation client comprises a staff information configuration module, an issued information configuration module, a temporary separation or regression information configuration module, an evaluation module, a voice module, an audio and video acquisition module, an audio and video storage module, an audio and video uploading module and an audio and video query module;
the staff information configuration module is used for the service client to view the staff information of the current window;
the release information configuration module is used for displaying and viewing the notice information;
the temporary separation or regression information configuration module is used for displaying the working condition of the current window worker;
the evaluation module is used for receiving the evaluation initiated by the staff client and commenting the staff in the current window and submitting an evaluation result according to the evaluation;
the voice module is used for collecting voice data of a served customer in a service process;
the audio/video acquisition module is used for acquiring audio/video data of a served client in a service process;
the audio and video uploading module is used for uploading the acquired audio and video data to the server side and the audio and video evidence viewing module in real time;
the audio and video query module is used for checking the audio and video information.
Further, the client evaluation self-service terminal comprises an information display module, a voice module, an audio and video acquisition module, an audio and video storage module and an audio and video uploading module;
the information display module is used for displaying the service hall favorable evaluation rate, the total evaluation number and the evaluation ranking;
the voice module is used for collecting voice data of a client at an evaluation node;
the audio and video acquisition module is used for acquiring audio and video data of a client at an evaluation node;
the audio and video storage module is used for storing the acquired audio and video data;
the audio and video uploading module is used for uploading the acquired audio and video data to the server end and the audio and video storage module in real time.
Further, the server comprises a staff information module, a result query module, a bad comment tracing module, a statistical form module and an information publishing module;
the staff information module is used for configuring basic information of all staff;
the result query module is used for querying the evaluation result of the client;
the poor evaluation tracing module is used for inquiring client audio and video information related to a poor evaluation result and service audio and video information of a worker;
the statistical report module is used for counting different evaluation data;
the information issuing module is used for issuing announcement information to the staff client.
A computer-readable storage medium, in which a computer program is stored which, when being executed by a processor, carries out the steps of the service evaluation method.
The staff client is arranged on a staff computer at each service window, the staff can log in corresponding staff information by inputting a job number when going on duty, and the evaluation is initiated after the business is handled to enable the served client to evaluate the service quality of the window.
The evaluation flow is as follows:
after the affair handling personnel work is finished, the staff initiates evaluation- > the affair handling personnel evaluates- > the evaluation result is submitted to the server- > the evaluation is finished.
The client evaluation client is installed on an android terminal on a counter at each service window, office workers can check the announcement information, the window worker information and the temporary departure regression information, the workers initiate evaluation after service handling, and the office workers can see evaluation options and submit evaluation results. And continuously acquiring the audio and video by the background, automatically storing the latest audio and video according to the storage space, storing the audio and video in a key time period, evaluating audio and video evidences badly and uploading the audio and video information to the server.
The audio and video acquisition and uploading process comprises the following steps:
the method comprises the steps of background audio and video acquisition- > segmented audio and video storage- > personnel submission evaluation- > storage of audio and video in a key time period- > uploading of audio and video.
The client evaluation self-service terminal is installed on the hall self-service evaluation terminal, the office workers log in by inputting the mobile phone numbers and the identity cards, departments, workers and office part numbers are selected for evaluation, evaluation results are uploaded to the server, and meanwhile audio and video collection is carried out on evaluation behaviors of the office workers.
The evaluation flow is as follows:
the method comprises the steps of starting evaluation by a clerk- > starting audio and video acquisition- > entering information by the clerk- > selecting a number of departments, workers and office pieces- > selecting an evaluation result- > ending audio and video acquisition- > uploading the evaluation result- > uploading an audio and video record.
When a served client is evaluated, in order to protect the privacy of the served client, when the client evaluation terminal is used for evaluation, the evaluation channel initiates evaluation on a window staff operation staff client after a staff completes a service, the client evaluation terminal faced by an evaluator displays an evaluation interface, the evaluator performs evaluation according to the interface prompt, and an evaluation result is directly uploaded to the server. And window workers back to the client evaluation client side, cannot see the evaluation result of the evaluator, and protect the result information of the evaluator.
When the served client evaluates through the client evaluation self-service terminal, the evaluation channel is evaluated by an evaluator who selects a department, a worker and a office number, and the evaluation result is directly uploaded to the server. The hall staff can not see the appraisal result of the appraiser, and the result information protection is carried out on the appraiser.
When poor evaluation occurs, the server automatically pushes poor evaluation information to the service management personnel, the service management personnel can trace the content of the poor evaluation, know the handling process through data such as recording/video recording/photographing and the like in the handling process and know the reason for the poor evaluation of the service by the evaluation personnel.
Compared with the prior art, the invention has the following advantages and beneficial effects:
1. the invention relates to a service evaluation system, a readable storage medium and a method, which judge whether the bad comment in the service evaluation result is malicious bad comment or not by acquiring the audio and video information of a served client in the service process and the evaluation process and combining the bad comment information obtained by server statistics, thereby improving the objectivity and the accuracy of service evaluation.
Drawings
The accompanying drawings, which are included to provide a further understanding of the embodiments of the invention and are incorporated in and constitute a part of this application, illustrate embodiment(s) of the invention and together with the description serve to explain the principles of the invention. In the drawings:
FIG. 1 is a schematic view of the overall structure of the present invention;
FIG. 2 is a flow chart of the method of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention more apparent, the present invention is further described in detail below with reference to examples and accompanying drawings, and the exemplary embodiments and descriptions thereof are only used for explaining the present invention and are not meant to limit the present invention.
Example 1
As shown in fig. 2, a service evaluation method includes:
performing service handling according to a number for calling generated by a service system for a client of a corresponding number;
after the service of the client with the corresponding number is finished, the staff client initiates an evaluation request to a client evaluation client corresponding to the served client;
after receiving the evaluation request, the client evaluation client performs evaluation operation and submits an evaluation result;
collecting audio and video data from number calling to evaluation completion of a served client;
judging whether the evaluation result is bad evaluation or not, and acquiring image information of an evaluator when the evaluation result is not bad evaluation;
uploading the image information of the appraiser to a server of the service system to judge whether the appraisal result is the self appraisal of the staff;
when the evaluation result is not the self-evaluation of the staff, the service evaluation of the service system is completed;
when the evaluation result is the self evaluation of the staff, the service system pushes an evaluation violation to an administrator;
when the evaluation result is bad evaluation, the service system pulls the audio and video from the number calling to the bad evaluation submitting time period after a period of time, carries out video interception on the audio and video according to a preset time period, and uploads the intercepted audio and video to a server one by one;
analyzing the audio and video uploaded to the server according to a judgment standard, and judging whether the evaluation result is malicious bad evaluation;
when the evaluation result is malicious evaluation, the service system pushes an evaluation violation to an administrator;
and when the evaluation result is not the malicious evaluation, completing the service evaluation of the service system.
Further, the evaluation criteria of the malicious evaluation include:
acquiring and judging the phrase specification, illegal phrases, conversation emotion, severe expressions and illegal gestures of workers in the audio and video uploaded to the server;
and when the evaluation standard is not obtained, judging that the evaluation result is malicious evaluation.
As shown in fig. 1, a service evaluation system includes a server side and a client evaluation terminal;
the server side is used for acquiring, storing, inquiring, calculating and counting audio and video data, evaluation information and evaluation information generation time of all services and evaluation processes, judging whether the evaluation information is bad evaluation or not, and reading the audio and video data of the corresponding services and the evaluation processes according to the evaluation result generation time corresponding to the evaluation information when the evaluation information is bad evaluation;
the client evaluation terminal is used for initiating evaluation to a served client, receiving the evaluation, acquiring the audio and video data of the service process, acquiring the audio and video data of the evaluation process and uploading the completed evaluation information and audio and video data to the server.
Further, the client evaluation terminal comprises a staff client, a client evaluation self-service terminal and a mobile terminal code scanning evaluation;
the staff client is used for initiating evaluation to a served client after the staff finishes the service and recording an evaluation result in the information of the staff and transmitting the evaluation result to the server;
the client evaluation client is used for receiving the evaluation initiated by the staff client and giving detailed comments to the evaluation;
the client flat price self-service terminal is used for selecting workers and evaluating the selected workers;
the customer evaluation self-service terminal carries out information interaction with the server through a router;
and the evaluation mobile terminal carries out evaluation operation by scanning the evaluation two-dimensional code through the mobile terminal app.
Further, the staff client comprises a login module, a logout module, an information display module, an evaluation module, a temporary separation module and a regression module;
the login module is used for logging in basic information of corresponding workers;
the logout module is used for quitting the basic information of the corresponding staff;
the information display module is used for displaying basic information and evaluation information of corresponding workers;
the evaluation module is used for initiating evaluation to the served client corresponding to the staff;
the temporary separation module and the regression module are used for displaying the working state of the staff corresponding to the current window to the client.
Further, the client evaluation client comprises a staff information configuration module, an issued information configuration module, a temporary separation or regression information configuration module, an evaluation module, a voice module, an audio and video acquisition module, an audio and video storage module, an audio and video uploading module and an audio and video query module;
the staff information configuration module is used for the service client to view the staff information of the current window;
the release information configuration module is used for displaying and viewing the notice information;
the temporary separation or regression information configuration module is used for displaying the working condition of the current window worker;
the evaluation module is used for receiving the evaluation initiated by the staff client and commenting the staff in the current window and submitting an evaluation result according to the evaluation;
the voice module is used for collecting voice data of a served customer in a service process;
the audio/video acquisition module is used for acquiring audio/video data of a served client in a service process;
the audio and video uploading module is used for uploading the acquired audio and video data to the server side and the audio and video evidence viewing module in real time;
the audio and video query module is used for checking the audio and video information.
Further, the client evaluation self-service terminal comprises an information display module, a voice module, an audio and video acquisition module, an audio and video storage module and an audio and video uploading module;
the information display module is used for displaying the service hall favorable evaluation rate, the total evaluation number and the evaluation ranking;
the voice module is used for collecting voice data of a client at an evaluation node;
the audio and video acquisition module is used for acquiring audio and video data of a client at an evaluation node;
the audio and video storage module is used for storing the acquired audio and video data;
the audio and video uploading module is used for uploading the acquired audio and video data to the server end and the audio and video storage module in real time.
Further, the server comprises a staff information module, a result query module, a bad comment tracing module, a statistical form module and an information publishing module;
the staff information module is used for configuring basic information of all staff;
the result query module is used for querying the evaluation result of the client;
the poor evaluation tracing module is used for inquiring client audio and video information related to a poor evaluation result and service audio and video information of a worker;
the statistical report module is used for counting different evaluation data;
the information issuing module is used for issuing announcement information to the staff client.
A computer-readable storage medium, in which a computer program is stored which, when being executed by a processor, carries out the steps of the service evaluation method.
The staff client is arranged on a staff computer at each service window, the staff can log in corresponding staff information by inputting a job number when going on duty, and the evaluation is initiated after the business is handled to enable the served client to evaluate the service quality of the window.
The evaluation flow is as follows:
after the affair handling personnel work is finished, the staff initiates evaluation- > the affair handling personnel evaluates- > the evaluation result is submitted to the server- > the evaluation is finished.
The client evaluation client is installed on an android terminal on a counter at each service window, office workers can check the announcement information, the window worker information and the temporary departure regression information, the workers initiate evaluation after service handling, and the office workers can see evaluation options and submit evaluation results. And continuously acquiring the audio and video by the background, automatically storing the latest audio and video according to the storage space, storing the audio and video in a key time period, evaluating audio and video evidences badly and uploading the audio and video information to the server.
The audio and video acquisition and uploading process comprises the following steps:
the method comprises the steps of background audio and video acquisition- > segmented audio and video storage- > personnel submission evaluation- > storage of audio and video in a key time period- > uploading of audio and video.
The client evaluation self-service terminal is installed on the hall self-service evaluation terminal, the office workers log in by inputting the mobile phone numbers and the identity cards, departments, workers and office part numbers are selected for evaluation, evaluation results are uploaded to the server, and meanwhile audio and video collection is carried out on evaluation behaviors of the office workers.
The evaluation flow is as follows:
the method comprises the steps of starting evaluation by a clerk- > starting audio and video acquisition- > entering information by the clerk- > selecting a number of departments, workers and office pieces- > selecting an evaluation result- > ending audio and video acquisition- > uploading the evaluation result- > uploading an audio and video record.
When a served client is evaluated, in order to protect the privacy of the served client, when the client evaluation terminal is used for evaluation, the evaluation channel initiates evaluation on a window staff operation staff client after a staff completes a service, the client evaluation terminal faced by an evaluator displays an evaluation interface, the evaluator performs evaluation according to the interface prompt, and an evaluation result is directly uploaded to the server. And window workers back to the client evaluation client side, cannot see the evaluation result of the evaluator, and protect the result information of the evaluator.
When the served client evaluates through the client evaluation self-service terminal, the evaluation channel is evaluated by an evaluator who selects a department, a worker and a office number, and the evaluation result is directly uploaded to the server. The hall staff can not see the appraisal result of the appraiser, and the result information protection is carried out on the appraiser.
When poor evaluation occurs, the server automatically pushes poor evaluation information to the service management personnel, the service management personnel can trace the content of the poor evaluation, know the handling process through data such as recording/video recording/photographing and the like in the handling process and know the reason for the poor evaluation of the service by the evaluation personnel.
The above-mentioned embodiments are intended to illustrate the objects, technical solutions and advantages of the present invention in further detail, and it should be understood that the above-mentioned embodiments are merely exemplary embodiments of the present invention, and are not intended to limit the scope of the present invention, and any modifications, equivalent substitutions, improvements and the like made within the spirit and principle of the present invention should be included in the scope of the present invention.
Claims (9)
1. A service evaluation method, comprising:
performing service handling according to a number for calling generated by a service system for a client of a corresponding number;
after the service of the client with the corresponding number is finished, the staff client initiates an evaluation request to a client evaluation client corresponding to the served client;
after receiving the evaluation request, the client evaluation client performs evaluation operation and submits an evaluation result;
collecting audio and video data from number calling to evaluation completion of a served client;
judging whether the evaluation result is bad evaluation or not, and acquiring image information of an evaluator when the evaluation result is not bad evaluation;
uploading the image information of the appraiser to a server of the service system to judge whether the appraisal result is the self appraisal of the staff;
when the evaluation result is not the self-evaluation of the staff, the service evaluation of the service system is completed;
when the evaluation result is the self evaluation of the staff, the service system pushes an evaluation violation to an administrator;
when the evaluation result is bad evaluation, the service system pulls the audio and video from the number calling to the bad evaluation submitting time period after a period of time, carries out video interception on the audio and video according to a preset time period, and uploads the intercepted audio and video to a server one by one;
analyzing the audio and video uploaded to the server according to a judgment standard, and judging whether the evaluation result is malicious bad evaluation;
when the evaluation result is malicious evaluation, the service system pushes an evaluation violation to an administrator;
and when the evaluation result is not the malicious evaluation, completing the service evaluation of the service system.
2. The service evaluation method according to claim 1, wherein the evaluation criterion of the malicious evaluation comprises:
acquiring and judging the phrase specification, illegal phrases, conversation emotion, severe expressions and illegal gestures of workers in the audio and video uploaded to the server;
and when the evaluation standard is not obtained, judging that the evaluation result is malicious evaluation.
3. A service evaluation system is characterized by comprising a server side and a client evaluation terminal;
the server side is used for acquiring, storing, inquiring, calculating and counting audio and video data, evaluation information and evaluation information generation time of all services and evaluation processes, judging whether the evaluation information is bad evaluation or not, and reading the audio and video data of the corresponding services and the evaluation processes according to the evaluation result generation time corresponding to the evaluation information when the evaluation information is bad evaluation;
the client evaluation terminal is used for initiating evaluation to a served client, receiving the evaluation, acquiring the audio and video data of the service process, acquiring the audio and video data of the evaluation process and uploading the completed evaluation information and audio and video data to the server.
4. The service evaluation system of claim 3, wherein the customer evaluation terminal comprises a staff client, a customer evaluation self-service terminal and a mobile terminal code scanning evaluation;
the staff client is used for initiating evaluation to a served client after the staff finishes the service and recording an evaluation result in the information of the staff and transmitting the evaluation result to the server;
the client evaluation client is used for receiving the evaluation initiated by the staff client and giving detailed comments to the evaluation;
the client flat price self-service terminal is used for selecting workers and evaluating the selected workers;
the customer evaluation self-service terminal carries out information interaction with the server through a router;
and the evaluation mobile terminal carries out evaluation operation by scanning the evaluation two-dimensional code through the mobile terminal app.
5. The service evaluation system of claim 3, wherein the staff client comprises a login module, a logout module, an information display module, an evaluation module, a pause module, and a regression module;
the login module is used for logging in basic information of corresponding workers;
the logout module is used for quitting the basic information of the corresponding staff;
the information display module is used for displaying basic information and evaluation information of corresponding workers;
the evaluation module is used for initiating evaluation to the served client corresponding to the staff;
the temporary separation module and the regression module are used for displaying the working state of the staff corresponding to the current window to the client.
6. The service evaluation system of claim 3, wherein the client evaluation client comprises a staff information configuration module, an issued information configuration module, a time-out or regression information configuration module, an evaluation module, a voice module, an audio/video acquisition module, an audio/video storage module, an audio/video uploading module and an audio/video query module;
the staff information configuration module is used for the service client to view the staff information of the current window;
the release information configuration module is used for displaying and viewing the notice information;
the temporary separation or regression information configuration module is used for displaying the working condition of the current window worker;
the evaluation module is used for receiving the evaluation initiated by the staff client and commenting the staff in the current window and submitting an evaluation result according to the evaluation;
the voice module is used for collecting voice data of a served customer in a service process;
the audio/video acquisition module is used for acquiring audio/video data of a served client in a service process;
the audio and video uploading module is used for uploading the acquired audio and video data to the server side and the audio and video evidence viewing module in real time;
the audio and video query module is used for checking the audio and video information.
7. The service evaluation system of claim 3, wherein the customer evaluation self-service terminal comprises an information display module, a voice module, an audio and video acquisition module, an audio and video storage module and an audio and video uploading module;
the information display module is used for displaying the service hall favorable evaluation rate, the total evaluation number and the evaluation ranking;
the voice module is used for collecting voice data of a client at an evaluation node;
the audio and video acquisition module is used for acquiring audio and video data of a client at an evaluation node;
the audio and video storage module is used for storing the acquired audio and video data;
the audio and video uploading module is used for uploading the acquired audio and video data to the server end and the audio and video storage module in real time.
8. The service evaluation system of claim 3, wherein the server comprises a staff information module, a result query module, a bad comment tracing module, a statistical form module and an information publishing module;
the staff information module is used for configuring basic information of all staff;
the result query module is used for querying the evaluation result of the client;
the poor evaluation tracing module is used for inquiring client audio and video information related to a poor evaluation result and service audio and video information of a worker;
the statistical report module is used for counting different evaluation data;
the information issuing module is used for issuing announcement information to the staff client.
9. A computer-readable storage medium, in which a computer program is stored which, when being executed by a processor, carries out the steps of a service evaluation method as claimed in claim 1.
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Cited By (2)
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| CN112990708A (en) * | 2021-03-16 | 2021-06-18 | 建信金融科技有限责任公司 | Government affair service evaluation processing method and system |
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