CN113298412A

CN113298412A - Method and system for sampling and checking telephone traffic recording

Info

Publication number: CN113298412A
Application number: CN202110650041.5A
Authority: CN
Inventors: 王珍珠; 侯佳岐
Original assignee: Agricultural Bank of China
Current assignee: Agricultural Bank of China
Priority date: 2021-06-10
Filing date: 2021-06-10
Publication date: 2021-08-24

Abstract

The application provides a method and a system for randomly checking a telephone traffic record, wherein the method comprises the following steps: obtaining a sampling inspection parameter, wherein the sampling inspection parameter comprises: the method comprises the following steps that the time length of each recording time interval in a plurality of telephone traffic recording time intervals, the sampling quantity of each telephone traffic recording time interval and the per-person seat sampling quantity are divided according to the time length of telephone traffic recording, and the time lengths of the telephone traffic recording time intervals are different from one another; extracting a plurality of telephone traffic records from a database based on the sampling inspection parameters, wherein all the telephone traffic records in a quality inspection period to be sampled are prestored in the database; and distributing the extracted multiple telephone traffic records to a task queue of each quality inspector based on multiple telephone traffic record periods so that each quality inspector can acquire the telephone traffic records to be subjected to quality inspection. Therefore, the telephone traffic records with different recording durations are randomly checked, the probability of each seat being checked is the same, the random check of the telephone traffic records is more balanced, and the quality check of customer service is more comprehensive.

Description

Method and system for sampling and checking telephone traffic recording

Technical Field

The present application relates to the field of computer technologies, and in particular, to a method and a system for performing a spot check on a traffic record.

Background

With the improvement of life quality of people, the requirement on customer service quality is higher and higher, and in order to improve the satisfaction degree of customers, the selective examination of the telephone traffic record of customer service is an invisible link.

Currently, traffic records are distributed to quality inspectors primarily by way of random spot checks. However, random spot checks may have an imbalance problem. For example, the call durations of different services have great difference, and the call durations affect the call times; for example, some operators have more calls and some operators have fewer calls. The number of calls greatly affects the probability of being spot checked. Therefore, random sampling may result in a low probability that the traffic records of some services or operators are sampled, and a high probability that the traffic records of other services or operators are sampled, and overall, the quality inspection of customer service is not comprehensive enough.

Disclosure of Invention

The application provides a method and a system for randomly checking telephone traffic recording, so that the random checking of the call recording is more balanced, and the quality of customer service is more comprehensive.

In a first aspect, the present application provides a traffic record spot check method, which is applied to a traffic record spot check system, and the method may be performed by the traffic record spot check system, which may be deployed in a computer device.

Specifically, the method comprises the following steps: obtaining a sampling inspection parameter, wherein the sampling inspection parameter comprises: the method comprises the steps that the duration of each recording time interval in a plurality of telephone traffic recording time intervals, the sampling quantity of each telephone traffic recording time interval in the plurality of telephone traffic recording time intervals and the per-person seat sampling quantity are divided according to the duration of telephone traffic recording, and the durations of the plurality of telephone traffic recording time intervals are different from one another; extracting a plurality of telephone traffic records from a database based on the sampling inspection parameters, wherein all the telephone traffic records in a quality inspection period to be sampled and inspected are prestored in the database; and distributing the extracted plurality of telephone traffic records to a task queue of each quality inspector based on the plurality of telephone traffic record periods so that each quality inspector can acquire the telephone traffic record to be quality inspected.

Based on the technical scheme, the telephone traffic record to be subjected to quality inspection is extracted by introducing parameters such as the telephone traffic record duration, the productivity of quality inspectors, seats and the like, so that the telephone traffic records with different record durations are all randomly inspected, the probability of each seat being inspected is the same, the random inspection of the telephone traffic records is more balanced, and the quality inspection of customer services is more comprehensive.

Optionally, the spot check parameters further include: a priority of the plurality of traffic recording periods.

With reference to the first aspect, in some possible implementations of the first aspect, the extracting a plurality of traffic records from a database based on the spot check parameter includes: and extracting the plurality of traffic records from the database according to the sequence of the priorities of the plurality of traffic record periods from high to low.

Optionally, the spot check parameters further include: total number of spot checks in the quality check cycle.

With reference to the first aspect, in some possible implementations of the first aspect, the method further includes: determining the actual total number of the telephone traffic records which can be extracted according to the per-person seat extraction amount and the number of seats to be subjected to the extraction in the quality inspection period; when the total number of the selective checks is larger than the actual total number, subtracting redundant traffic records to reduce the total number of the selective checks to the actual total number, wherein the redundant traffic records exceed the actual total number when extracted according to the sequence of the priorities of the plurality of traffic record time periods from high to low; or under the condition that the total number of the spot checks is smaller than the actual total number, one or more traffic sound records are extracted from other traffic sound records which are not extracted, so that the extracted traffic sound records reach the actual total number.

With reference to the first aspect, in some possible implementations of the first aspect, in the case that the total number of the spot checks is smaller than the actual total number, the extracting one or more traffic sound records from other traffic sound records that are not extracted includes:

and under the condition that the total number of the spot checks is smaller than the actual total number, preferentially extracting the one or more telephone traffic records from the telephone traffic records corresponding to the telephone traffic record time interval with the lowest priority in the plurality of telephone traffic record time intervals.

With reference to the first aspect, in some possible implementations of the first aspect, the distributing the extracted multiple traffic records to each inspector task based on the multiple traffic record periods includes: and averagely distributing the extracted plurality of traffic records to the tasks of all quality inspectors according to the sequence of the priorities of the plurality of traffic record periods from high to low.

With reference to the first aspect, in some possible implementations of the first aspect, after the extracting, based on the spot check parameter, a plurality of traffic records from a database, the method further includes: and placing the extracted plurality of traffic records into a cache, wherein the traffic records in the task queue distributed to each quality inspector are obtained from the cache in response to the operation of each quality inspector.

With reference to the first aspect, in some possible implementations of the first aspect, the method further includes: in the case that one or more quality inspectors leave vacations, the traffic records originally distributed to the one or more quality inspectors leaving vacations are evenly distributed to the task queues of the quality inspectors not leaving vacations.

With reference to the first aspect, in some possible implementations of the first aspect, the method further includes: and clearing the traffic record in the cache after the quality inspection period.

With reference to the first aspect, in some possible implementations of the first aspect, the method further includes: after the quality inspection period, determining the maximum value of the quality-inspected telephone traffic records in a plurality of seats to be subjected to sampling inspection in the quality inspection period and the difference value between the quality inspection number of each seat and the maximum value; and determining the priority of the plurality of seats to be subjected to spot inspection in the next quality inspection period according to the difference, wherein the higher the difference is, the higher the priority is.

In a second aspect, a traffic recording spot check system is provided, which includes means for implementing the method of the first aspect and any possible implementation manner of the first aspect. It should be understood that the respective modules may implement the respective functions by executing the computer program.

In a third aspect, the present application provides a chip system comprising at least one processor configured to support the implementation of the functionality referred to in any one of the possible implementations of the first aspect and the first aspect, for example, to receive or process data and/or information referred to in the above methods.

In one possible design, the system-on-chip further includes a memory to hold program instructions and data, the memory being located within the processor or external to the processor. The chip system may be formed by a chip, and may also include a chip and other discrete devices.

In a fourth aspect, the present application provides a computer-readable storage medium comprising a computer program which, when run on a computer, causes the computer to implement the method of the first aspect and any one of the possible implementations of the first aspect.

In a fifth aspect, the present application provides a computer program product comprising: computer program (also called code, or instructions), which when executed, causes a computer to perform the method of any of the possible implementations of the first aspect and the first aspect.

It should be understood that the second aspect to the fifth aspect of the present application correspond to the technical solutions of the first aspect of the present application, and the beneficial effects achieved by the aspects and the corresponding possible implementations are similar and will not be described again.

Drawings

Fig. 1 is a schematic diagram of a traffic recording spot check system suitable for use in the method provided by the embodiment of the present application;

fig. 2 is a flowchart illustrating a method for performing a spot check on a traffic record according to an embodiment of the present application;

FIG. 3 is a diagram illustrating a configuration of a spot check parameter according to an embodiment of the present disclosure;

fig. 4 is a schematic diagram of a traffic record extraction process provided by an embodiment of the present application;

FIG. 5 is a schematic flow chart illustrating automatic allocation of audio records according to an embodiment of the present application;

FIG. 6 is a schematic diagram of an interface of a task queue of a quality inspector provided by an embodiment of the present application;

fig. 7 is a schematic block diagram of a traffic record spot check device according to an embodiment of the present application.

Detailed Description

The technical solution in the present application will be described below with reference to the accompanying drawings.

Before describing embodiments of the present application, first, a brief description of terms referred to in the present application will be given.

1. And (3) quality inspection period: the telephone traffic recording spot check system automatically finishes the time length of once extracting the recording and distributing the recording to the quality inspector, for example, the quality check period can be three days, one week and the like.

2. Capacity: the quality inspector can manually inspect the telephone traffic record quantity in a certain time, wherein the certain time can be a quality inspection period.

3. A plurality of traffic recording periods: dividing the time length of the telephone traffic recording into different time periods according to different time lengths. For example, the plurality of traffic recording periods may be: 40 seconds-1 minute, 1 minute 01 seconds-3 minutes, 3 minutes 01 seconds-4 minutes, etc., which are not listed here for brevity.

4. Seat: the seat is referred to as a special service person, or simply an operator, and for convenience, in the embodiments shown below, "seat" and "special service person" may be used interchangeably.

Along with the improvement of the quality of life of people, the requirement on the customer service quality is higher and higher, in order to strengthen the management on the customer service quality and improve the supervision level of the customer service, the quality inspection of the telephone traffic record of a special customer service person is needed, and the quality inspection person scores the service of the special customer service person.

At present, most enterprises or operators randomly extract a certain number of records from all seat telephone traffic records, and then randomly distribute the extracted records to quality inspectors for quality inspection, so that the more the number of the seat telephone calls is, the more the seat telephone calls are easy to be inspected, the more the deduction items are, and the extracted records are distributed to the quality inspectors without considering the productivity of the quality inspectors, which may cause that some quality inspectors distribute the condition that the multi-pass recording time is longer, and some quality inspectors distribute the multi-pass recording time is shorter.

The application provides a traffic record spot check method, which introduces traffic record duration, spot check quantity in different traffic record periods, per-seat extraction quantity and other parameters, extracts the traffic record to be quality checked according to the parameters, so that the traffic records in different traffic record durations are possible to be quality checked, the probability of spot check of each seat is the same, and the quality check of customer service is more comprehensive. When the telephone traffic record to be quality-checked is distributed to the quality inspector, the time length of the telephone traffic record and the productivity of the quality inspector are also comprehensively considered, so that the workload of each quality inspector is more balanced.

Fig. 1 is a schematic diagram of a traffic recording spot check system suitable for the method provided by the embodiment of the present application. The session recording spot check system 100 will be described in detail below with reference to fig. 1.

As shown in fig. 1, the traffic recording spot check system 100 may include: the device comprises an extraction condition configuration module, a recording automatic extraction module and a recording automatic distribution module. The extraction condition configuration module may be configured to configure the sampling parameters, for example, add, delete, edit, and query the sampling parameters. The configured sampling parameters of the extraction condition configuration module can be output to the automatic recording extraction module and the automatic recording distribution module. The automatic recording extraction module can be used for extracting a plurality of traffic recordings from the database according to the sampling parameters. The automatic recording distribution module can be used for distributing the extracted multiple telephone traffic records to the task queue of each quality inspector based on multiple telephone traffic recording time intervals, so that each quality inspector can obtain the distributed telephone traffic records.

It should be understood that, in the embodiment of the present application, the traffic record spot check system 100 is illustrative, and the modules are divided into different modules according to different functions, and the division of the modules is only a logic function division, and there may be another division manner when actually implementing the division. Therefore, the traffic record spot check system may also have other functional modules, which is not limited in this application.

It should also be understood that the functional modules in the embodiments of the present application may be integrated into one processor, may exist alone physically, or may be integrated into one module by two or more modules. The integrated module can be realized in a hardware mode, and can also be realized in a software functional module mode.

For convenience of understanding, the method for randomly checking a traffic record according to the embodiment of the present application is described in detail below with reference to fig. 2 to 6, taking the traffic record randomly checking system 100 in fig. 1 as an implementation subject.

Fig. 2 is a flowchart illustrating a method 200 for performing a spot check on a traffic record according to an embodiment of the present application, where as shown in fig. 2, the method 200 may include S210 to S230. The individual steps in method 200 are described in detail below.

It should be understood that S210 through S230 shown in fig. 2 may be performed by various modules of the traffic recording spot check system shown in fig. 1. For example, the extraction condition configuration module shown in fig. 1 may execute S210, in response to an input operation of a manager, acquiring an extraction parameter; the automatic recording extraction module may execute S220 to extract a plurality of traffic recordings from the database based on the sampling parameter; the automatic recording allocation module may perform S230, and allocate the extracted plurality of traffic recordings to a task queue of each inspector based on a plurality of traffic recording periods.

And S210, acquiring the sampling inspection parameters.

The sampling inspection parameters are configured by the management personnel by comprehensively considering the productivity of the quality inspector, the extracted quantity of the seat and other factors. The administrator may enter the parameters for the spot check at the user interface of the traffic recording system shown in fig. 1, for example, once every quality inspection cycle, or update the parameters for the spot check when there is an update request. The extraction condition configuration module may be stored locally based on the extraction parameters entered by the administrator and may be updated on a per-entry basis.

The spot check parameters include: the method comprises the steps that the time length of each recording time interval in a plurality of telephone traffic recording time intervals, the sampling quantity of each telephone traffic recording time interval in a plurality of telephone traffic recording time intervals and the per-person seat sampling quantity are divided according to the time length of telephone traffic recording, and the time lengths of the telephone traffic recording time intervals are different from each other.

Optionally, the spot check parameters may further include: priority of a plurality of traffic recording periods. The priority of the traffic recording period is used to indicate the order in which the traffic recording period is extracted and quality control assigned. The administrator may preset a priority for each of a plurality of traffic recording periods.

Since different services may correspond to different traffic recording periods. And setting the priority of different traffic record periods, namely setting the priority of the sampled inspection according to different importance degrees of the service.

Fig. 3 is a schematic diagram of a snapshot parameter configuration according to an embodiment of the present application. As mentioned above, the extraction condition configuration module can add, edit, query, delete, etc. to the sampling parameters, that is, the manager can input the sampling parameters through the user interface of the telephone traffic recording system, and the extraction condition configuration module updates the sampling parameters based on the input of the manager.

One possible implementation manner is that, as shown in a) in fig. 3, the manager inputs the duration of each recording period and the priority of each traffic recording period in a plurality of traffic recording periods, arranges the traffic recording periods in the order of priority from high to low, and then inputs the spot check number of each traffic recording period, which is calculated according to the productivity of the inspector, into each traffic recording period. As shown in b) of fig. 3, the manager inputs the quality inspection period and the per-person seat extraction amount. The per-person seat extraction amount is the extraction amount of each seat in a quality inspection period, the quality inspection period can be one week, three days and the like, and the length of the quality inspection period is not limited in the embodiment of the application. Therefore, the telephone traffic recording spot check system can acquire the various spot check parameters.

And S220, extracting a plurality of telephone traffic records from the database based on the sampling parameters.

All telephone traffic records of all seats in a quality inspection period to be inspected are prestored in the database, and the automatic record distribution module shown in fig. 1 can automatically extract a plurality of telephone traffic records from the database based on configured inspection parameters.

One possible implementation is to extract a plurality of traffic records from the database in order of priority of the plurality of traffic record periods from high to low, in other words, to preferentially extract traffic record periods with high priority. For example, traffic recording period T₁Has the highest priority, and the extraction amount of the time interval is P₁Then extract P in the database₁A traffic record for the traffic record period. It should be understood that each time a call traffic record is extracted, the seat corresponding to the traffic record is marked, and when the records are extracted according to the above rule, and the extracted traffic record of a certain seat reaches the per-person seat extraction amount, the traffic record of the seat is not extracted any more in the next traffic record period. The priority of the next traffic recording period is lower than the priority of the current traffic recording period.

Further, the actual total number of the extracted telephone traffic records can be determined according to the per-person seat extraction amount and the number of seats to be subjected to spot inspection in the quality inspection period, wherein the actual total number can be understood as the total number of the telephone traffic records which should be actually subjected to spot inspection in the quality inspection period. For example, if the number of seat extractions per person is k and the number of seats is M, the actual total number is M × k.

In the event that the spot check total is greater than the actual total, the excess traffic recordings may be subtracted to reduce the spot check total to the actual total. When the priority of the plurality of telephone traffic recording time periods is extracted from high to low, the excessive telephone traffic recording exceeds the actual total number of the sampled inspection; or under the condition that the total number of the spot checks of a plurality of traffic record periods is less than the actual total number, one or more traffic record is/are extracted from other traffic record which is not extracted until the extracted traffic record reaches the actual total number. The subtracted excess traffic record may be, for example, the traffic record corresponding to the traffic record period of lowest priority among the plurality of traffic record periods.

For example, in the case that the total number of the spot checks of the plurality of traffic record periods is smaller than the actual total number, one or more traffic record periods may be preferentially extracted from the traffic record corresponding to the traffic record period with the lowest priority among the plurality of traffic record periods. For example, when the total number of the spot checks is smaller than the actual total number, and the traffic recording period with the lowest priority among the plurality of traffic recording periods is T_mAnd extracting the record of the telephone traffic record time period from the telephone traffic record which is not extracted until the total number of the spot checks of the telephone traffic record reaches the actual total number.

Fig. 4 is a schematic diagram of a traffic record extraction process according to an embodiment of the present application.

As shown in fig. 4, the extraction condition configuration module has set the extraction parameters as follows: the plurality of telephone traffic recording time periods are respectively T₁～T_nThe priority of each traffic recording period is P₁～P_nThe number of the sampling checks in each telephone traffic recording period is C₁～C_nThe total quantity of sampling inspection is N ═ Sigma C_i(i-1, … …, n), the number of people-average seat extractions is k, the number of seats is M, and the actual total number is M-k. And when M is larger than N, the number of the telephone traffic records which need to be extracted in the floating time interval is M-N, and the floating time interval is the telephone traffic record time interval with the lowest priority in the plurality of telephone traffic record time intervals. And then automatically extracting the telephone traffic record according to a set number record automatic extraction module, namely extracting a plurality of telephone traffic records from a database according to the sequence of the priority of a plurality of telephone traffic record time periods from high to low and according to the set sampling number of each telephone traffic record time period.

For example, assuming that the per-person seat extraction amount is 9 and the number of seats is 1000, the actual total number is 9000, and the duration and the number of spot checks of each of the plurality of traffic recording periods are as follows: the spot inspection is conducted on 5400 general in 30 seconds to 1 minute and 40 seconds, 80 general in 8 minutes 01 seconds to 1 hour, 120 general in 4 minutes 01 seconds to 8 minutes, and 2400 general in 1 minute 41 seconds to 4 minutes. The plurality of traffic recording periods are arranged in order of priority from high to low. The extraction process is that 30 seconds to 1 minute and 40 seconds of traffic sound records are extracted 5400 times from the database, the quantity of the extracted traffic sound records of each seat is recorded, when the quantity of extracted seats reaches 9 times, the next sound record time interval is not extracted any more, and on the contrary, if the quantity of extracted seats does not reach 9 times, the next sound record time interval can be extracted continuously. Traffic recordings are then extracted for a period of 8 minutes 01 seconds to 1 hour, which are not listed here for brevity. And according to the fact that the actual total number can be reached only by extracting 1000-channel telephone traffic records after the extraction is finished in the time interval, and if the priority of the time interval of 1 minute, 41 seconds and 4 minutes is known to be the lowest, the time interval can be regarded as a floating time interval, and then the telephone traffic records of the time interval of 1000-channel telephone traffic records are extracted from the telephone traffic records which are not extracted. It should be understood that if the traffic record in the time period in the remaining traffic records is less than 1000 channels, the traffic records in other time periods may be randomly extracted.

Alternatively, after extracting the plurality of traffic records from the database based on the sampling parameters, the extracted plurality of traffic records may be placed in a buffer, and the traffic records in the task queue allocated to each inspector are obtained from the buffer in response to an operation of each inspector.

And S230, distributing the extracted multiple traffic records to task queues of all quality inspectors based on multiple traffic record periods.

The task queue may be a task table, a task list, a task bar, and the like of the quality inspector, which is not limited in this embodiment of the present application. And according to a plurality of telephone traffic recording time periods, the automatic recording distribution module distributes the extracted plurality of telephone traffic recordings to the task queues of all quality inspectors, so that all quality inspectors obtain the telephone traffic recordings to be inspected.

For example, the extracted multiple traffic records may be equally distributed to the task queues of the respective quality inspectors in the order of the priorities of the multiple traffic record periods from high to low.

For example, the number of quality inspectors is 20, the capacity of each quality inspector is 450 channels, and the telephone traffic recording time intervals to be inspected in the cache are arranged in the order of priority from high to low as follows: 30 seconds to 1 minute and 40 seconds, the sample inspection is 5400 to pass, and each quality inspector is 270 to pass; 4, sampling and inspecting for 8 min 01 s-1 h and 80 passing, and separating each quality inspector to obtain 4 passing; 4 min, 01 sec to 8 min, and 120 leads to spot inspection, and 6 leads to each quality inspector; sampling and inspecting 2400 for 1 minute, 41 seconds and 4 minutes, and performing 120 minutes for each quality inspector. As mentioned above, the traffic time interval of 1 minute, 41 seconds and 4 minutes is a floating time interval, and the additionally extracted 1000-pass traffic in the time interval can be averagely distributed to the quality inspector as an additional increment task of the quality inspector.

Fig. 5 is a schematic flow chart of automatic sound recording allocation provided in an embodiment of the present application, and a detailed description is given below with reference to fig. 5 for a flow of automatically allocating sound recordings to a quality inspector by a voice recording quality inspection system.

As shown in fig. 5, the telephone traffic recording time interval and the priority are inquired first, then whether the quality inspector is ready is monitored, in response to the operation that the quality inspector clicks the readiness, the recording of the highest priority telephone traffic recording time interval in which the quality inspector needs to perform quality inspection is inquired, the recording is distributed to the quality inspector, and the quality inspection number of the seat to which the distributed recording belongs is recorded.

It will be appreciated that there may be situations where one or more quality inspectors are on vacation, in which case traffic recordings originally assigned to the one or more quality inspectors on vacation are evenly distributed to the task queues of non-vacated quality inspectors.

It should be understood that the traffic recording of the floating time period mentioned above as an additional incremental task for the quality inspector may have a case of not being quality inspected, which may result in deviation of the traffic amount of the agent being quality inspected. Optionally, the maximum value of the number of the telephone traffic records to be subjected to quality inspection in a plurality of seats to be subjected to sampling inspection in the quality inspection period and the difference value between the quality inspection number of each seat and the maximum value may be determined, and the priority of the plurality of seats to be subjected to sampling inspection in the next quality inspection period is determined according to the difference value, wherein the higher the difference value is, the higher the priority is. When the next quality inspection period starts, the seats can be arranged in the order of the priority from high to low, so that the seats with high priority are extracted preferentially.

Fig. 6 is a schematic interface diagram of a task queue of a quality inspector provided in an embodiment of the present application, and it should be understood that fig. 6 is only an example of the task queue of the quality inspector and should not limit the present application in any way. The interface shown in fig. 6 may include more or less display items, which is not limited in the embodiments of the present application.

As shown in fig. 6, an interface of a task queue displayed after a quality inspector is assigned a quality inspection task, for example, the task interface shown in fig. 6 includes: the job account number is the same as the job account number, the job order number, the seat number, the job number, the extension, the task type, the task state, the score, the media type, the number of display pieces, the task number of the quality inspector and the name of the quality inspector. The task type can be an initial check task, the task state can be during initial check, completion of initial check, non-initial check and the like, and the media type can be audio.

Optionally, after the quality inspection cycle is finished, that is, after one time of extracting and allocating the traffic record is finished, the traffic record in the buffer is emptied.

Based on the technical scheme, the telephone traffic record to be quality-checked is extracted according to the telephone traffic record duration, the sampling number of each telephone traffic record period, the sampling amount of seats per capita and other sampling parameters, so that different record durations have opportunities to be sampled and checked, the sampling probability of each seat is the same, the sampling check of the telephone traffic record is more balanced, and the quality check of customer service is more comprehensive. Meanwhile, when the telephone traffic record to be checked is distributed to the quality inspector, the productivity of the quality inspector and the telephone traffic record duration divided by the quality inspector are comprehensively considered, so that the workload of the quality inspector is fairer.

Fig. 7 is a schematic block diagram of a traffic recording spot check device 700 according to an embodiment of the present application. The device can be used to implement the function of the telephone traffic recording spot check system in the telephone traffic recording spot check method 200. The apparatus 700 may be, for example, a computer device, or the apparatus may be a component configured in a computer device, such as a chip, a chip system, or the like. In the embodiment of the present application, the chip system may be composed of a chip, and may also include a chip and other discrete devices. The traffic recording spot check system described in the above method embodiments may be deployed in the traffic recording spot check apparatus 700 to implement corresponding functions.

As shown in fig. 7, the apparatus 700 for spot-checking traffic records may include at least one processor 710 for implementing the functions of the method 200 for spot-checking traffic records provided by the embodiments of the present application.

Illustratively, when implementing the function of the traffic recording spot check system in the traffic recording spot check method 200, the processor 710 may be configured to obtain the spot check parameters, where the spot check parameters include: the method comprises the steps that the time length of each recording time interval in a plurality of telephone traffic recording time intervals, the sampling quantity of each telephone traffic recording time interval in the plurality of telephone traffic recording time intervals and the per-person seat sampling quantity are obtained, and the plurality of telephone traffic recording time intervals comprise different time intervals divided according to the time length of telephone traffic recording; extracting a plurality of telephone traffic records from a database based on the sampling inspection parameters, wherein all the telephone traffic records in a quality inspection period to be sampled and inspected are prestored in the database; and distributing the extracted plurality of traffic records to a task queue of each quality inspector based on the plurality of traffic record periods so that each quality inspector can acquire the traffic records to be quality inspected. For details, reference is made to the detailed description in the method example, which is not repeated herein.

The apparatus 700 may also include at least one memory 720 for storing program instructions and/or data. A memory 720 is coupled to the processor 710. The coupling in the embodiments of the present application is an indirect coupling or a communication connection between devices, units or modules, and may be an electrical, mechanical or other form for information interaction between the devices, units or modules. The processor 710 may operate in conjunction with the memory 720. Processor 710 may execute program instructions stored in memory 720. At least one of the at least one memory may be included in the processor.

The apparatus 700 may also include a communication interface 730 for communicating with other devices over a transmission medium, such that the apparatus used in the apparatus 700 may communicate with other devices. The communication interface 730 may be, for example, a transceiver, an interface, a bus, a circuit, or a device capable of performing a transceiving function. Processor 710 may utilize communication interface 730 to send and receive data and/or information and may be configured to implement the methods performed by the traffic recording spot check system described in the corresponding embodiment of fig. 2.

The specific connection medium between the processor 710, the memory 720 and the communication interface 730 is not limited in the embodiments of the present application. In fig. 7, the processor 710, the memory 720 and the communication interface 730 are connected by a bus 740. The bus 740 is shown in fig. 7 by a thick line, and the connection between other components is merely illustrative and not intended to be limiting. The bus may be divided into an address bus, a data bus, a control bus, etc. For ease of illustration, only one thick line is shown in FIG. 7, but this is not intended to represent only one bus or type of bus.

The present application further provides a computer program product, the computer program product comprising: a computer program (also referred to as code, or instructions), which when executed, causes a computer to perform the method of the embodiment shown in fig. 2.

The present application also provides a computer-readable storage medium having stored thereon a computer program (also referred to as code, or instructions). Which when executed, causes a computer to perform the method of the embodiment shown in fig. 2.

It should be understood that the processor in the embodiments of the present application may be an integrated circuit chip having signal processing capability. In implementation, the steps of the above method embodiments may be performed by integrated logic circuits of hardware in a processor or instructions in the form of software. The processor may be a general purpose processor, a Digital Signal Processor (DSP), an Application Specific Integrated Circuit (ASIC), a Field Programmable Gate Array (FPGA) or other programmable logic device, discrete gate or transistor logic device, or discrete hardware components. The various methods, steps, and logic blocks disclosed in the embodiments of the present application may be implemented or performed. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like. The steps of the method disclosed in connection with the embodiments of the present application may be directly implemented by a hardware decoding processor, or implemented by a combination of hardware and software modules in the decoding processor. The software module may be located in ram, flash memory, rom, prom, or eprom, registers, etc. storage media as is well known in the art. The storage medium is located in a memory, and a processor reads information in the memory and completes the steps of the method in combination with hardware of the processor.

It will also be appreciated that the memory in the embodiments of the subject application can be either volatile memory or nonvolatile memory, or can include both volatile and nonvolatile memory. The non-volatile memory may be a read-only memory (ROM), a Programmable ROM (PROM), an Erasable PROM (EPROM), an electrically Erasable EPROM (EEPROM), or a flash memory. Volatile memory can be Random Access Memory (RAM), which acts as external cache memory. By way of example, but not limitation, many forms of RAM are available, such as Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), Synchronous Dynamic Random Access Memory (SDRAM), double data rate SDRAM, enhanced SDRAM, SLDRAM, Synchronous Link DRAM (SLDRAM), and direct rambus RAM (DR RAM). It should be noted that the memory of the systems and methods described herein is intended to comprise, without being limited to, these and any other suitable types of memory.

As used in this specification, the terms "unit," "module," and the like are intended to refer to a computer-related entity, either hardware, firmware, a combination of hardware and software, or software in execution.

Those of ordinary skill in the art will appreciate that the various illustrative logical blocks and steps (step) described in connection with the embodiments disclosed herein may be implemented as electronic hardware or combinations of computer software and electronic hardware. Whether such functionality is implemented as hardware or software depends upon the particular application and design constraints imposed on the implementation. Skilled artisans may implement the described functionality in varying ways for each particular application, but such implementation decisions should not be interpreted as causing a departure from the scope of the present application. In the several embodiments provided in the present application, it should be understood that the disclosed apparatus, device and method may be implemented in other ways. For example, the above-described apparatus embodiments are merely illustrative, and for example, the division of the units is only one logical division, and other divisions may be realized in practice, for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, devices or units, and may be in an electrical, mechanical or other form.

The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.

In addition, functional units in the embodiments of the present application may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit.

In the above embodiments, the functions of the functional units may be fully or partially implemented by software, hardware, firmware, or any combination thereof. When implemented in software, may be implemented in whole or in part in the form of a computer program product. The computer program product includes one or more computer instructions (programs). The procedures or functions described in accordance with the embodiments of the present application are generated in whole or in part when the computer program instructions (programs) are loaded and executed on a computer. The computer may be a general purpose computer, a special purpose computer, a network of computers, or other programmable device. The computer instructions may be stored on a computer readable storage medium or transmitted from one computer readable storage medium to another, for example, from one website, computer, server, or data center to another website, computer, server, or data center via wire (e.g., coaxial cable, fiber optic, Digital Subscriber Line (DSL)) or wireless (e.g., infrared, wireless, microwave, etc.). The computer-readable storage medium can be any available medium that can be accessed by a computer or a data storage device, such as a server, a data center, etc., that incorporates one or more of the available media. The usable medium may be a magnetic medium (e.g., a floppy disk, a hard disk, a magnetic tape), an optical medium (e.g., a Digital Versatile Disk (DVD)), or a semiconductor medium (e.g., a Solid State Disk (SSD)), among others.

The functions, if implemented in the form of software functional units and sold or used as a stand-alone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present application or portions thereof that substantially contribute to the prior art may be embodied in the form of a software product stored in a storage medium and including instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method according to the embodiments of the present application. And the aforementioned storage medium includes: various media capable of storing program codes, such as a usb disk, a removable hard disk, a read-only memory (ROM), a Random Access Memory (RAM), a magnetic disk, or an optical disk.

The above description is only for the specific embodiments of the present application, but the scope of the present application is not limited thereto, and any person skilled in the art can easily conceive of the changes or substitutions within the technical scope of the present application, and shall be covered by the scope of the present application. Therefore, the protection scope of the present application shall be subject to the protection scope of the claims.

Claims

1. A method for sampling traffic record is applied to a traffic record sampling system and comprises the following steps:

obtaining a sampling inspection parameter, wherein the sampling inspection parameter comprises: the method comprises the steps that the duration of each recording time interval in a plurality of telephone traffic recording time intervals, the sampling quantity of each telephone traffic recording time interval in the plurality of telephone traffic recording time intervals and the per-person seat sampling quantity are divided according to the duration of telephone traffic recording, and the durations of the plurality of telephone traffic recording time intervals are different from one another;

extracting a plurality of telephone traffic records from a database based on the sampling inspection parameters, wherein all the telephone traffic records in a quality inspection period to be sampled and inspected are prestored in the database;

and distributing the extracted plurality of telephone traffic records to a task queue of each quality inspector based on the plurality of telephone traffic record periods so that each quality inspector can acquire the telephone traffic record to be quality inspected.

2. The method of claim 1, wherein the spot check parameters further comprise: a priority of the plurality of traffic recording periods.

3. The method of claim 2, wherein extracting a plurality of traffic records from a database based on the spot check parameter comprises:

and extracting the plurality of traffic records from the database according to the sequence of the priorities of the plurality of traffic record periods from high to low.

4. The method of claim 3, wherein the spot check parameters further comprise: total number of spot checks in the quality check cycle.

5. The method of claim 4, wherein the method further comprises:

determining the actual total number of the telephone traffic records which can be extracted according to the per-person seat extraction amount and the number of seats to be subjected to the extraction in the quality inspection period;

when the total number of the selective checks is larger than the actual total number, subtracting redundant traffic records to reduce the total number of the selective checks to the actual total number, wherein the redundant traffic records exceed the actual total number when extracted according to the sequence of the priorities of the plurality of traffic record time periods from high to low; or

And under the condition that the total number of the spot checks is smaller than the actual total number, extracting one or more traffic sound records from other traffic sound records which are not extracted so that the extracted traffic sound records reach the actual total number.

6. The method of claim 5, wherein said extracting one or more traffic sound records from the other traffic sound records not extracted if the spot check total is less than the actual total comprises:

7. The method of claim 2, wherein said distributing the extracted plurality of traffic records to a task for each inspector based on the plurality of traffic record periods comprises:

and averagely distributing the extracted plurality of traffic records to the tasks of all quality inspectors according to the sequence of the priorities of the plurality of traffic record periods from high to low.

8. The method of claim 1, wherein after said extracting a plurality of traffic records from a database based on said spot check parameter, said method further comprises:

and placing the extracted plurality of traffic records into a cache, wherein the traffic records in the task queue distributed to each quality inspector are obtained from the cache in response to the operation of each quality inspector.

9. The method of any of claims 1 to 8, further comprising:

in the case that one or more quality inspectors leave vacations, the traffic records originally distributed to the one or more quality inspectors leaving vacations are evenly distributed to the task queues of the quality inspectors not leaving vacations.

10. The method of claim 5 or 8, wherein the method further comprises:

and clearing the traffic record in the cache after the quality inspection period.

11. The method of claim 1, wherein the method further comprises:

after the quality inspection period, determining the maximum value of the quality-inspected telephone traffic records in a plurality of seats to be subjected to sampling inspection in the quality inspection period and the difference value between the quality inspection number of each seat and the maximum value;

and determining the priority of the plurality of seats to be subjected to spot inspection in the next quality inspection period according to the difference, wherein the higher the difference is, the higher the priority is.

12. A system for spot checking of traffic recordings, characterized in that it comprises means for implementing any of claims 1 to 11.

13. A computer-readable storage medium, comprising a computer program which, when run on a computer, causes the computer to perform the method of any one of claims 1 to 11.

14. A computer program product, comprising a computer program which, when executed, causes a computer to perform the method of any one of claims 1 to 11.