CN112330147A - Service acceptance information monitoring method and device and storage medium - Google Patents
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- G06F11/34—Recording or statistical evaluation of computer activity, e.g. of down time, of input/output operation ; Recording or statistical evaluation of user activity, e.g. usability assessment
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Abstract
The invention provides a method, a device and a storage medium for monitoring service acceptance information, wherein the method comprises the following steps: collecting acceptance operation data in an acceptance page; obtaining the business information acceptance efficiency according to the acceptance operation data to determine whether the business acceptance operation process of the salesman reaches the standard or not; acquiring a plurality of service acceptance data from a Kafka message queue; performing data series connection on a plurality of service acceptance data to obtain an acceptance efficiency data chain; and obtaining the service acceptance operation track information according to the acceptance performance data chain, and determining whether the service acceptance sequence of the salesman is standard or not according to the service acceptance operation track information. According to the business information acceptance method and the business information acceptance system, the acceptance operation data are collected in the acceptance page to obtain the business information acceptance efficiency, whether the business acceptance sequence is standard or not can be determined through the business information acceptance efficiency and the business acceptance operation track information, whether business acceptance of a salesman is qualified or not is finally determined, the reason for insufficient business acceptance of the salesman can be found, and the business capability can be improved conveniently.
Description
Technical Field
The invention mainly relates to the technical field of service acceptance monitoring, in particular to a service acceptance information monitoring method, a service acceptance information monitoring device and a storage medium.
Background
With the development of the third generation service support system of the telecommunication in China, the improvement of the acceptance efficiency of the service acceptance system becomes the most urgent problem to be solved at present, and the rapid and simple acceptance of services is an important target. However, at present, only subjective consciousness can be used for judging which link has a problem, and the defects are that the positioning is inaccurate, the problem cannot be found in time, and the problem can be known only through long-time analysis, so that the efficiency of solving the business handling problem is low.
Disclosure of Invention
The technical problem to be solved by the present invention is to provide a method, an apparatus and a storage medium for monitoring service acceptance information, aiming at the defects of the prior art.
The technical scheme for solving the technical problems is as follows: a service acceptance information monitoring method comprises the following steps:
when an acceptance page of a business acceptance system is started, acquiring acceptance operation data in the acceptance page, wherein the acceptance operation data is generated by clicking an operation item in the acceptance page by a salesman through a mouse;
acquiring business information acceptance efficiency according to the acceptance operation data, and determining whether the business acceptance operation process of a salesman reaches the standard or not according to the business information acceptance efficiency;
when the acceptance page is closed, acquiring a plurality of service acceptance data from a Kafka message queue pre-embedded in the service acceptance system, wherein the service acceptance data are data generated in a service acceptance process;
performing data series connection on a plurality of service acceptance data to obtain an acceptance efficiency data chain;
obtaining service acceptance operation track information according to the acceptance efficiency data chain, and determining whether the service acceptance sequence of a salesman is standard or not according to the service acceptance operation track information;
and when the business acceptance operation process of the salesman reaches the standard and the business acceptance sequence is standard, obtaining the business acceptance qualified information of the salesman.
Another technical solution of the present invention for solving the above technical problems is as follows: a service acceptance information monitoring device includes:
the data acquisition module is used for collecting acceptance operation data in an acceptance page when the acceptance page of the business acceptance system is started, wherein the acceptance operation data is generated by clicking an operation item in the acceptance page by a salesman through a mouse;
the processing module is used for obtaining business information acceptance efficiency according to the acceptance operation data and determining whether the business acceptance operation process of a salesman reaches the standard or not according to the business information acceptance efficiency;
the data acquisition module is further configured to acquire a plurality of service acceptance data from a Kafka message queue pre-embedded in the service acceptance system when the acceptance page is closed, where the service acceptance data is data generated in a service acceptance process;
the processing module is further used for performing data series connection on a plurality of service acceptance data to obtain an acceptance performance data chain, obtaining service acceptance operation track information according to the acceptance performance data chain, and determining whether a service acceptance sequence of a salesman is standard or not according to the service acceptance operation track information;
and when the business acceptance operation process of the salesman reaches the standard and the business acceptance sequence is standard, obtaining the business acceptance qualified information of the salesman.
Another technical solution of the present invention for solving the above technical problems is as follows: a service acceptance information monitoring apparatus comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the service acceptance information monitoring method as described above is implemented when the computer program is executed by the processor.
Another technical solution of the present invention for solving the above technical problems is as follows: a computer-readable storage medium storing a computer program which, when executed by a processor, implements a service acceptance information monitoring method as described above.
The invention has the beneficial effects that: the business information acceptance efficiency is obtained by collecting the acceptance operation data in the acceptance page, whether the business acceptance operation process of a salesman reaches the standard can be determined through the business information acceptance efficiency, and the business acceptance operation trajectory information is obtained through the data generated in the business acceptance process, so that whether the business acceptance sequence of the salesman is standard or not is determined, whether the business acceptance of the salesman is qualified or not is finally determined, the reason for insufficient business acceptance of the salesman can be found, and the business capability is improved conveniently.
Drawings
Fig. 1 is a schematic flow chart of a method for monitoring service acceptance information according to an embodiment of the present invention;
fig. 2 is a schematic functional module diagram of a service acceptance information monitoring apparatus according to an embodiment of the present invention.
Detailed Description
The principles and features of this invention are described below in conjunction with the following drawings, which are set forth by way of illustration only and are not intended to limit the scope of the invention.
Fig. 1 is a flowchart of a method for monitoring service acceptance information according to an embodiment of the present invention.
As shown in fig. 1, a method for monitoring service acceptance information includes the following steps:
when an acceptance page of a business acceptance system is started, acquiring acceptance operation data in the acceptance page, wherein the acceptance operation data is generated by clicking an operation item in the acceptance page by a salesman through a mouse;
acquiring business information acceptance efficiency according to the acceptance operation data, and determining whether the business acceptance operation process of a salesman reaches the standard or not according to the business information acceptance efficiency;
when the acceptance page is closed, acquiring a plurality of service acceptance data from a Kafka message queue pre-embedded in the service acceptance system, wherein the service acceptance data are data generated in a service acceptance process;
performing data series connection on a plurality of service acceptance data to obtain an acceptance efficiency data chain;
obtaining service acceptance operation track information according to the acceptance efficiency data chain, and determining whether the service acceptance sequence of a salesman is standard or not according to the service acceptance operation track information;
and when the business acceptance operation process of the salesman reaches the standard and the business acceptance sequence is standard, obtaining the business acceptance qualified information of the salesman.
In the embodiment, the acceptance operation data is collected in the acceptance page to obtain the business information acceptance efficiency, whether the business acceptance operation process of the salesman reaches the standard can be determined through the business information acceptance efficiency, and the business acceptance operation trajectory information is obtained through the data generated in the business acceptance process, so that whether the business acceptance sequence is standard or not is determined, whether the business acceptance of the salesman is qualified or not is finally determined, the reason for insufficient business acceptance of the salesman can be found, and the business capability is improved conveniently.
Optionally, as an embodiment of the present invention, the acceptance operation data includes customer service location time t1, service order submission time t2, and number of clicks of multiple orders in the acceptance page;
the process of obtaining the service information acceptance efficiency according to the acceptance operation data comprises the following steps:
calculating the time difference between the customer service positioning time t1 and the service order submitting time t2 to obtain service acceptance duration;
counting the number of clicks of a plurality of orders in the acceptance page to obtain a total number of clicks;
the process of determining whether the business acceptance operation process of the salesman reaches the standard or not according to the business information acceptance efficiency comprises the following steps:
if the service acceptance duration is longer than the historical service acceptance average duration or if the total clicks are larger than the historical service acceptance total average number, obtaining the information that the service acceptance operation process does not reach the standard, and if the service acceptance duration is shorter than or equal to the historical service acceptance average duration and if the total clicks are shorter than or equal to the historical service acceptance total average number, obtaining the information that the service acceptance operation process reaches the standard.
It should be understood that the average duration of historical service acceptance and the average of the total clicks of historical service acceptance are obtained by statistics in advance, and the average is generally calculated by counting the number of clicks and acceptance time of each salesman in a set period, for example, three months.
In the above embodiment, the service acceptance duration is calculated according to the customer service location time and the service order submission time, the total click number is obtained according to the click numbers of the plurality of orders, and the service acceptance duration and the total click number value are used to obtain the service acceptance operation process standard information.
Optionally, as an embodiment of the present invention, the process of acquiring multiple service acceptance data from a Kafka message queue of a service acceptance system includes:
acquiring log data, page reference event data, service data and order data from a Kafka message queue pre-embedded in the service acceptance system, wherein the page reference event data, the service data and the order data are all service acceptance data generated in the acceptance page;
the process of performing data series connection on a plurality of service acceptance data to obtain an acceptance performance data chain comprises the following steps:
and performing data series connection on the page reference event data, the service data and the order data according to the generation sequence of each service acceptance data recorded in the log data to obtain an acceptance efficiency data chain.
It should be understood that the log data is in a pivotal position in the system of the present invention, and the page JS data, i.e., the page reference event data, is serially connected with the back-end service data, i.e., the service data and the order data, through the log data.
How each service acceptance data is transferred to the Kafka message queue is described below.
Page reference event data: gather page benchmark event data through the JS probe mode, carry out the page operation link through the JS rear end processor to relevant data and beat mark (increase link information, service information), beat mark in production, according to relevant regulation of country or enterprise self management needs, carry out sign such as characters, picture on the product, if: date of manufacture, expiration date, product number, etc. This process is called marking and finally generates a standard formatted message that is sent to the Kafka message queue.
Log data: and Log data are output through a Log tool logback, and Log data are collected by a Log collector (Log Collection) and converted into messages in a standard format to be transmitted to a Kafka message queue.
The following gives the definition of the partial log data fields, as shown in table one:
table one:
service data: after the point is buried through the service framework PP, the Pinpoint Agengt automatically sends related calling sequence data to a Pinpoint Collector, the PP Collector extracts the original data of the Pinpoint and standardizes the format, and the message with the standard format is transmitted to a Kafka message queue.
The definition of part of the service data is given below, as shown in table two:
table two:
| key value | Type of field | Meaning of a field |
| hostname | String | Host name |
| ip | String | ip address |
| ports | String | Port(s) |
| agentId | String | |
| applicationName | String | Name of application |
| serviceType | Integer | Type of service |
Order data: and the order detail data is processed through a single program of a service system, after the order is generated, order detail information is synchronously generated, a standard format message is generated and transmitted to a corresponding Kafka message queue, after the order is completed, order completion information is synchronously generated, a standard format message is generated and transmitted to the Kafka message queue.
The following gives the definition of part of the order data, as shown in table three:
table three:
the following gives the definition of part of the order data:
in the above embodiment, various data can be collected and stored in the Kafka message queue to obtain the reception performance data chain, so that the operation sequence can be determined better.
How the concatenation of data is performed is described below:
the log data is in a pivot position in the system, and the page JS data and the back-end service data are connected in series through the log data, wherein the page JS data is page reference event data, and the back-end service data is service data and order data.
(1) The JS data of the acceptance page for connecting the front end is realized through two parameters: session sesisond, virtual single ID. The sessionid and the virtual ticket ID are generated by the service acceptance system when responding to page business acceptance and are transmitted to the front end through an http protocol mechanism (usually, related information is attached to a session cache), the JS code of the front-end page can obtain the corresponding sessionid and the virtual ticket ID of the session, and the key data and other acquired data of the page are fused, so that the connection and the series connection of the front-end page data and the log data are realized.
(2) The data used to join backend services is implemented via the ppTraceId parameter. The back-end service data collection is realized by a Pinpoint technology, but the call chain information output by the Pinpoint is only a pure node call sequence, and from the application management perspective, the relevant call chain and the service information need to be associated. The ppTraceId passing through the log data can be connected with the transactionidTracerid of the Pinpoint call chain in series, and the Pinpoint data itself connects the service call chain data in series through parentSpanidTracerid, span and the like to obtain an acceptance performance data chain.
For example: front page AB C D4 fields; the log data is A B E F G H6 fields; service data are the gijk 5 fields, where A B is the association of front end and log and G H is the association of log and back end service.
In the embodiment, each data of the actual page behavior of the business acceptors can be acquired based on the business acceptance page embedded points, and meanwhile, the background center service data is also acquired and correlated, so that systematic business efficiency monitoring data is formed, the business efficiency is shown, the intelligent channel planning is performed, the service capability is improved, the business flow is optimized, and the system evaluation is assisted.
Optionally, as an embodiment of the present invention, the process of determining whether the business acceptance order of the salesperson is normal according to the business acceptance operation trajectory information includes:
and comparing the service acceptance operation track information with preset operation specification information, if the comparison is consistent, obtaining service acceptance sequence specification information, and otherwise, obtaining service acceptance sequence non-specification information.
It should be understood that the service acceptance operation trajectory is an operation sequence of a plurality of service orders of the acceptance page, and due to different operation sequences, correspondingly different data sequences are generated, and the service acceptance operation trajectory information is obtained through the data generation sequence, the preset operation specification information is specification information of the operation steps, and the service acceptance operation trajectory information is compared with the preset operation specification information to obtain whether the service acceptance sequence is normal or not.
In the above embodiment, whether the service acceptance order is standardized can be determined by the service acceptance operation trajectory information, so that the service handling capability of the salesperson is standardized.
Fig. 2 is a schematic functional module diagram of a service acceptance information monitoring apparatus according to an embodiment of the present invention.
Optionally, as another embodiment of the present invention, as shown in fig. 2, a service acceptance information monitoring apparatus includes:
the data acquisition module is used for collecting acceptance operation data in an acceptance page when the acceptance page of the business acceptance system is started, wherein the acceptance operation data is generated by clicking an operation item in the acceptance page by a salesman through a mouse;
the processing module is used for obtaining business information acceptance efficiency according to the acceptance operation data and determining whether the business acceptance operation process of a salesman reaches the standard or not according to the business information acceptance efficiency;
the data acquisition module is further configured to acquire a plurality of service acceptance data from a Kafka message queue pre-embedded in the service acceptance system when the acceptance page is closed, where the service acceptance data is data generated in a service acceptance process;
the processing module is further used for performing data series connection on a plurality of service acceptance data to obtain an acceptance performance data chain, obtaining service acceptance operation track information according to the acceptance performance data chain, and determining whether a service acceptance sequence of a salesman is standard or not according to the service acceptance operation track information;
and if the business acceptance operation process is determined to be the business acceptance operation process standard information and the business acceptance sequence is determined to be the business acceptance sequence standard information, obtaining the business acceptance qualified information of the salesman.
Optionally, as an embodiment of the present invention, the processing module is specifically configured to:
the acceptance operation data comprises customer service positioning time t1, service order submitting time t2 and the number of clicks of a plurality of orders in an acceptance page;
calculating the time difference between the customer service positioning time t1 and the service order submitting time t2 to obtain service acceptance duration;
counting the number of clicks of a plurality of orders in the acceptance page to obtain a total number of clicks;
if the service acceptance duration is longer than the historical service acceptance average duration or if the total clicks are larger than the historical service acceptance total average number, obtaining the information that the service acceptance operation process does not reach the standard, and if the service acceptance duration is shorter than or equal to the historical service acceptance average duration and if the total clicks are shorter than or equal to the historical service acceptance total average number, obtaining the information that the service acceptance operation process reaches the standard.
Optionally, as an embodiment of the present invention, the data obtaining module is specifically configured to:
acquiring log data, page reference event data, service data and order data from a Kafka message queue pre-embedded in the service acceptance system, wherein the page reference event data, the service data and the order data are all service acceptance data generated in the acceptance page;
the processing module is further specifically configured to:
and performing data series connection on the page reference event data, the service data and the order data according to the generation sequence of each service acceptance data recorded in the log data to obtain an acceptance efficiency data chain.
Optionally, as an embodiment of the present invention, the process of determining whether the business acceptance order of the salesperson is normal according to the business acceptance operation trajectory information includes:
and comparing the service acceptance operation track information with preset operation specification information, if the comparison is consistent, obtaining service acceptance sequence specification information, and otherwise, obtaining service acceptance sequence non-specification information.
Optionally, as another embodiment of the present invention, a service acceptance information monitoring apparatus includes a memory, a processor, and a computer program stored in the memory and executable on the processor, and when the processor executes the computer program, the service acceptance information monitoring method as described above is implemented.
Alternatively, as another embodiment of the present invention, a computer-readable storage medium stores a computer program, and when the computer program is executed by a processor, the method for monitoring service acceptance information as described above is implemented.
It is noted that, herein, relational terms such as first and second, and the like may be used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Also, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus.
The above description is only for the purpose of illustrating the preferred embodiments of the present invention and is not to be construed as limiting the invention, and any modifications, equivalents, improvements and the like that fall within the spirit and principle of the present invention are intended to be included therein.
Claims (10)
1. A service acceptance information monitoring method is characterized by comprising the following steps:
when an acceptance page of a business acceptance system is started, acquiring acceptance operation data in the acceptance page, wherein the acceptance operation data is generated by clicking an operation item in the acceptance page by a salesman through a mouse;
acquiring business information acceptance efficiency according to the acceptance operation data, and determining whether the business acceptance operation process of a salesman reaches the standard or not according to the business information acceptance efficiency;
when the acceptance page is closed, acquiring a plurality of service acceptance data from a Kafka message queue pre-embedded in the service acceptance system, wherein the service acceptance data are data generated in a service acceptance process;
performing data series connection on a plurality of service acceptance data to obtain an acceptance efficiency data chain;
obtaining service acceptance operation track information according to the acceptance efficiency data chain, and determining whether the service acceptance sequence of a salesman is standard or not according to the service acceptance operation track information;
and when the business acceptance operation process of the salesman reaches the standard and the business acceptance sequence is standard, obtaining the business acceptance qualified information of the salesman.
2. The method for monitoring business acceptance information according to claim 1, wherein the acceptance operation data includes customer business positioning time t1, business order submission time t2 and number of clicks of a plurality of orders in an acceptance page;
the process of obtaining the service information acceptance efficiency according to the acceptance operation data comprises the following steps:
calculating the time difference between the customer service positioning time t1 and the service order submitting time t2 to obtain service acceptance duration;
counting the number of clicks of a plurality of orders in the acceptance page to obtain a total number of clicks;
the process of determining whether the business acceptance operation process of the salesman reaches the standard or not according to the business information acceptance efficiency comprises the following steps:
if the service acceptance duration is longer than the historical service acceptance average duration or if the total clicks are larger than the historical service acceptance total average number, obtaining the information that the service acceptance operation process does not reach the standard, and if the service acceptance duration is shorter than or equal to the historical service acceptance average duration and if the total clicks are shorter than or equal to the historical service acceptance total average number, obtaining the information that the service acceptance operation process reaches the standard.
3. The method for monitoring service acceptance information according to claim 1, wherein the step of acquiring the plurality of service acceptance data from the Kafka message queue pre-embedded in the service acceptance system includes:
acquiring log data, page reference event data, service data and order data from a Kafka message queue pre-embedded in the service acceptance system, wherein the page reference event data, the service data and the order data are all service acceptance data generated in the acceptance page;
the process of performing data series connection on a plurality of service acceptance data to obtain an acceptance performance data chain comprises the following steps:
and performing data series connection on the page reference event data, the service data and the order data according to the generation sequence of each service acceptance data recorded in the log data to obtain an acceptance efficiency data chain.
4. The method for monitoring business acceptance information according to any one of claims 1 to 3, wherein the step of determining whether the business acceptance order of the salesperson is normal or not according to the business acceptance operation trajectory information includes:
and comparing the service acceptance operation track information with preset operation specification information, if the comparison is consistent, obtaining service acceptance sequence specification information, and otherwise, obtaining service acceptance sequence non-specification information.
5. A service acceptance information monitoring apparatus, comprising:
the data acquisition module is used for collecting acceptance operation data in an acceptance page when the acceptance page of the business acceptance system is started, wherein the acceptance operation data is generated by clicking an operation item in the acceptance page by a salesman through a mouse;
the processing module is used for obtaining business information acceptance efficiency according to the acceptance operation data and determining whether the business acceptance operation process of a salesman reaches the standard or not according to the business information acceptance efficiency;
the data acquisition module is further configured to acquire a plurality of service acceptance data from a Kafka message queue pre-embedded in the service acceptance system when the acceptance page is closed, where the service acceptance data is data generated in a service acceptance process;
the processing module is further used for performing data series connection on a plurality of service acceptance data to obtain an acceptance performance data chain, obtaining service acceptance operation track information according to the acceptance performance data chain, and determining whether a service acceptance sequence of a salesman is standard or not according to the service acceptance operation track information;
and when the business acceptance operation process of the salesman reaches the standard and the business acceptance sequence is standard, obtaining the business acceptance qualified information of the salesman.
6. The device for monitoring business acceptance information according to claim 5, wherein the processing module is specifically configured to:
the acceptance operation data comprises customer service positioning time t1, service order submitting time t2 and the number of clicks of a plurality of orders in an acceptance page;
calculating the time difference between the customer service positioning time t1 and the service order submitting time t2 to obtain service acceptance duration;
counting the number of clicks of a plurality of orders in the acceptance page to obtain a total number of clicks;
if the service acceptance duration is longer than the historical service acceptance average duration or if the total clicks are larger than the historical service acceptance total average number, obtaining the information that the service acceptance operation process does not reach the standard, and if the service acceptance duration is shorter than or equal to the historical service acceptance average duration and if the total clicks are shorter than or equal to the historical service acceptance total average number, obtaining the information that the service acceptance operation process reaches the standard.
7. The device for monitoring business acceptance information according to claim 5, wherein the data acquisition module is specifically configured to:
acquiring log data, page reference event data, service data and order data from a Kafka message queue pre-embedded in the service acceptance system, wherein the page reference event data, the service data and the order data are all service acceptance data generated in the acceptance page;
the processing module is further specifically configured to:
and performing data series connection on the page reference event data, the service data and the order data according to the generation sequence of each service acceptance data recorded in the log data to obtain an acceptance efficiency data chain.
8. The apparatus for monitoring transaction acceptance information according to any one of claims 5 to 7, wherein the process of determining whether the transaction acceptance order of the salesperson is standardized according to the transaction acceptance operation trajectory information includes:
and comparing the service acceptance operation track information with preset operation specification information, if the comparison is consistent, obtaining service acceptance sequence specification information, and otherwise, obtaining service acceptance sequence non-specification information.
9. A service acceptance information monitoring apparatus comprising a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the processor, when executing the computer program, implements the service acceptance information monitoring method according to any one of claims 1 to 5.
10. A computer-readable storage medium storing a computer program, wherein the computer program is executed by a processor to implement the service acceptance information monitoring method according to any one of claims 1 to 5.
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| CN112633996A (en) * | 2021-03-05 | 2021-04-09 | 中邮消费金融有限公司 | Credit order distribution method, computer equipment and readable storage medium thereof |
| CN116225879A (en) * | 2023-05-06 | 2023-06-06 | 天津金城银行股份有限公司 | Node drop analysis method and device and computer terminal |
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