CN115086487A - Call traffic monitoring method and device - Google Patents

Call traffic monitoring method and device Download PDF

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Publication number
CN115086487A
CN115086487A CN202210462785.9A CN202210462785A CN115086487A CN 115086487 A CN115086487 A CN 115086487A CN 202210462785 A CN202210462785 A CN 202210462785A CN 115086487 A CN115086487 A CN 115086487A
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Prior art keywords
traffic
call
abnormal
information
operator
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CN202210462785.9A
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Chinese (zh)
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谭佳
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Alibaba China Co Ltd
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Alibaba China Co Ltd
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements

Abstract

The embodiment of the specification provides a call traffic monitoring method and a device, wherein the call traffic monitoring method is applied to a monitoring center and comprises the following steps: receiving a traffic abnormity monitoring task, wherein the traffic abnormity monitoring task carries a traffic identification; determining a target call traffic based on the traffic identification; receiving at least one telephone traffic connection interaction message corresponding to the target call telephone traffic; analyzing the at least one telephone traffic connection interaction message to generate an analysis result; and under the condition that the abnormal telephone traffic communication information exists in the analysis result, determining abnormal telephone traffic connection interaction information and an abnormal interaction party corresponding to the abnormal telephone traffic communication information, and sending a telephone traffic abnormality notification to the abnormal interaction party.

Description

Call traffic monitoring method and device
Technical Field
The embodiment of the specification relates to the technical field of computers, in particular to a call traffic monitoring method. One or more embodiments of the present specification also relate to a call traffic monitoring apparatus, a computing device, a computer-readable storage medium, and a computer program.
Background
The call center is a communication product widely used in the industry, the core functions of the call center comprise call control, media negotiation, intelligent response, voice recording, data reporting and the like, the call availability is the most important index for measuring the quality of the call center product, during the call process, the whole link is designed to participate in multiple parties, including call center software, seat control consoles, line operators, client terminal equipment and the like, the call is unavailable due to the fact that any party has problems, the call availability can be approximately guaranteed to be at a 99% level from the boundary data, the call availability level of some call centers can reach 99.78%, and if the traffic of the call centers is over ten million, the availability of 99.78% means that 22000 calls are invalid.
Therefore, a method for increasing the availability level of a call center is needed to increase the service level of a service center.
Disclosure of Invention
In view of this, the embodiments of the present specification provide a call traffic monitoring method. One or more embodiments of the present specification also relate to a call traffic monitoring apparatus, a computing device, a computer-readable storage medium, and a computer program, so as to solve the technical problems in the prior art.
According to a first aspect of embodiments of the present specification, there is provided a call traffic monitoring method, including:
receiving a traffic abnormity monitoring task, wherein the traffic abnormity monitoring task carries a traffic identification;
determining a target call traffic based on the traffic identification, wherein the target call traffic comprises a traffic operator, a traffic operator and a call center;
receiving at least one traffic connection interaction message corresponding to the target call traffic, wherein the traffic connection interaction message is generated by the traffic operator, the traffic operator or the call center, and the traffic connection interaction message is used for determining the communication state of the target call traffic;
analyzing the at least one telephone traffic connection interaction message to generate an analysis result, wherein the analysis result comprises an interaction message identifier corresponding to each telephone traffic connection interaction message;
and under the condition that telephone traffic communication abnormal information exists in the analysis result, determining abnormal telephone traffic connection interaction information and an abnormal interaction party corresponding to the telephone traffic communication abnormal information, and sending a telephone traffic abnormal notification to the abnormal interaction party, wherein the abnormal interaction party is determined from the telephone traffic operator, the telephone traffic seat party and the call center.
According to a second aspect of embodiments herein, there is provided a call traffic monitoring apparatus, comprising:
the system comprises a task receiving module, a task processing module and a task processing module, wherein the task receiving module is configured to receive a traffic abnormity monitoring task, and the traffic abnormity monitoring task carries a traffic identification;
a determining module configured to determine a target call traffic based on the traffic identification, wherein the target call traffic comprises a traffic operator, a traffic agent party, and a call center;
an information receiving module configured to receive at least one traffic connection interaction information corresponding to the target call traffic, where the traffic connection interaction information is generated by the traffic operator, the traffic operator or the call center, and the traffic connection interaction information is used to determine a communication state of the target call traffic;
the analysis module is configured to analyze the at least one traffic connection interaction message and generate an analysis result, wherein the analysis result comprises an interaction message identifier corresponding to each traffic connection interaction message;
and the sending module is configured to determine abnormal traffic connection interaction information and an abnormal interaction party corresponding to the abnormal traffic communication information under the condition that the abnormal traffic communication information exists in the analysis result, and send a traffic abnormality notification to the abnormal interaction party, wherein the abnormal interaction party is determined from the traffic operator, the traffic operator and the call center.
According to a third aspect of embodiments herein, there is provided a computing device comprising a memory, a processor, and computer instructions stored on the memory and executable on the processor, the processor implementing the steps of the call traffic monitoring method when executing the computer instructions.
According to a fourth aspect of embodiments herein, there is provided a computer readable storage medium storing computer instructions which, when executed by a processor, implement the steps of the call traffic monitoring method.
According to a fifth aspect of embodiments herein, there is provided a computer program, wherein the computer program, when executed in a computer, causes the computer to perform the steps of the above-mentioned call traffic monitoring method.
The call traffic monitoring method provided by the specification receives a traffic abnormity monitoring task, wherein the traffic abnormity monitoring task carries a traffic identification; determining a target call traffic based on the traffic identification, wherein the target call traffic comprises a traffic operator, a traffic operator and a call center; receiving at least one traffic connection interaction message corresponding to the target call traffic, wherein the traffic connection interaction message is generated by the traffic operator, the traffic operator or the call center, and the traffic connection interaction message is used for determining the communication state of the target call traffic; analyzing the at least one telephone traffic connection interaction message to generate an analysis result, wherein the analysis result comprises an interaction message identifier corresponding to each telephone traffic connection interaction message; and under the condition that traffic communication abnormal information exists in the analysis result, determining abnormal traffic connection interaction information and an abnormal interaction party corresponding to the traffic communication abnormal information, and sending a traffic abnormal notification to the abnormal interaction party, wherein the abnormal interaction party is determined from the traffic operator, the traffic operator and the call center.
The embodiment of the specification can monitor the call center and the telephone traffic operator and the telephone traffic agent, so that the full link monitoring of the target call telephone traffic is realized.
Drawings
Fig. 1 is a schematic diagram of an architecture of a call traffic monitoring system according to an embodiment of the present disclosure;
fig. 2 is a flowchart of a call traffic monitoring method according to an embodiment of the present disclosure;
fig. 3 is a flowchart illustrating a processing procedure of a call traffic monitoring method according to an embodiment of the present disclosure;
fig. 4 is a schematic structural diagram of a call traffic monitoring device according to an embodiment of the present disclosure;
fig. 5 is a block diagram of a computing device according to an embodiment of the present disclosure.
Detailed Description
In the following description, numerous specific details are set forth in order to provide a thorough understanding of the present description. This description may be embodied in many different forms and should not be construed as limited to the embodiments set forth herein, as those skilled in the art will be able to make and use the present disclosure without departing from the spirit and scope of the present disclosure.
The terminology used in the description of the one or more embodiments is for the purpose of describing the particular embodiments only and is not intended to be limiting of the description of the one or more embodiments. As used in one or more embodiments of the present specification and the appended claims, the singular forms "a," "an," and "the" are intended to include the plural forms as well, unless the context clearly indicates otherwise. It should also be understood that the term "and/or" as used in one or more embodiments of the present specification is intended to encompass any and all possible combinations of one or more of the associated listed items.
It will be understood that, although the terms first, second, etc. may be used herein in one or more embodiments to describe various information, these information should not be limited by these terms. These terms are only used to distinguish one type of information from another. For example, a first can be termed a second and, similarly, a second can be termed a first without departing from the scope of one or more embodiments of the present description. The word "if" as used herein may be interpreted as "at … …" or "when … …" or "in response to a determination", depending on the context.
First, the noun terms to which one or more embodiments of the present specification relate are explained.
The call center: calling software, mainly by telephone or video, reaches the customer.
SIP protocol: international standardized call signaling protocols.
RTP protocol: international standardized call media protocol.
The call center is a communication product widely used in the industry, the call availability is the most important index for measuring the quality of the call center product, the whole link involves the participation of multiple parties in the call process, any party has problems and can cause the call to be unavailable, and the current method for monitoring the whole link of the call mainly comprises API monitoring and log monitoring.
The API monitoring refers to a public API interface of monitoring software, the overall availability of the system is obtained through the interface availability, the interface availability does not represent the final availability of a call under the environment of a call center, for example, an agent dials a telephone to a client, the agent first calls an originating call interface to originate a new call, the interface sends an invitation signaling event to the agent and a user and then returns the invitation signaling event to a service calling end, but the successful calling of the outbound call interface does not mean the call is successful, if an agent workbench is not authorized, or the call is intercepted by an operator, or a client mobile phone is not on line, the call fails, and therefore the API monitoring cannot well measure the overall call availability.
The log monitoring means adding the log information of the call event to the product code of the call center, and when in operation, the product code automatically outputs the call event log to a persistent store such as a file or database, then the analyzer automatically pulls the call event log, analyzes the end-to-end call availability, thereby establishing the availability index of call control, this is a common full link monitoring method, but this method requires the developer to manually log the relevant call events in the code, when the product requirement changes or logic expands, the code needs to be reconstructed, the flexibility is poor, extra manpower input is also needed, meanwhile, some nodes of the call link are maintained by different developers, and related logs cannot be added, so that the call availability of all monitoring nodes cannot be monitored, and therefore, the log monitoring is difficult to well measure the overall call availability.
In the present specification, a call traffic monitoring method is provided, and the present specification relates to a call traffic monitoring apparatus, a computing device, a computer-readable storage medium, and a computer program, which are described in detail one by one in the following embodiments.
Fig. 1 is a schematic diagram illustrating an architecture of a call traffic monitoring system according to an embodiment of the present disclosure, and the call traffic monitoring system includes a monitoring center, a traffic operator, a traffic agent party, and a call center, as shown in fig. 1. The telephone traffic operator comprises a telephone traffic operator gateway and a fixed telephone and a mobile telephone which correspond to the telephone traffic operator gateway; the telephone traffic seat side comprises a telephone traffic seat side gateway, a telephone traffic seat soft phone and a telephone traffic seat SIP phone which correspond to the telephone traffic seat side gateway; the monitoring center comprises a signaling/media collector, a call analysis module and a call monitoring module. The communication between the various parts can be carried out by means of the SIP protocol or the RIP protocol.
In practical application, the call traffic may be initiated by a traffic operator, and a call request is sent to the call center through a traffic operator gateway, and the call center calls a traffic operator gateway to call the user. The call traffic can also be initiated by the user through a fixed telephone or a mobile phone, sent to the call center through a traffic operator gateway, sent to a traffic operator gateway by the call center, and forwarded to a traffic operator softphone or a traffic operator SIP phone by the traffic operator gateway.
In the generation process of call traffic, a traffic operator gateway, a call interface of a call center and a traffic operator gateway generate traffic connection interaction information, the traffic connection interaction information is used for determining the communication state among any gateway or interfaces, and a signaling/media collector of a monitoring center receives various traffic connection interaction information generated in the call traffic process of the traffic operator gateway, the call interface of the call center and the traffic operator gateway, analyzes the traffic connection interaction information, and realizes the full-link monitoring of the call traffic.
Fig. 2 shows a flowchart of a call traffic monitoring method according to an embodiment of the present disclosure, which includes steps 202 to 210.
Step 202: and receiving a traffic abnormity monitoring task, wherein the traffic abnormity monitoring task carries a traffic identification.
The call traffic detection method provided by the specification is applied to a monitoring center, and the monitoring center is monitoring equipment which is independent of a traffic operator, a traffic operator and the call center and is used for monitoring the full link state of the traffic. The interactive information generated in the whole link of the call telephone traffic is monitored and analyzed according to the telephone traffic abnormity monitoring task, so that the state of the call telephone traffic is monitored.
The abnormal telephone traffic monitoring task is used for monitoring whether the target telephone traffic is in an abnormal state or not.
When the target call traffic is started, the traffic anomaly monitoring of the target call traffic is required, specifically, the communication condition of the target call traffic is monitored, and whether the target call traffic is normally carried out is monitored.
In a specific embodiment provided in this specification, taking the example that the monitoring center receives the traffic anomaly detection task a, the traffic anomaly detection task a carries the traffic identifier 123. That is, the monitoring center needs to monitor the call traffic with the traffic identification 123 to determine whether the call traffic can be performed normally.
Step 204: and determining target call traffic based on the traffic identification.
The target call traffic comprises a traffic operator, a traffic operator and a call center.
The call traffic specifically refers to a call request, and in practical application, the call request may be sent to a traffic operator by a user through a call center, or may be sent to the user by the traffic operator through the call center. The practical application is the standard.
In a specific embodiment provided in this specification, referring to fig. 1, taking an example that a user dials a customer service seat of a merchant, the user dials a customer service telephone of the merchant, initiates a target call traffic to a call center, invokes a service interface of a call control module of the call center to initiate a call, and carries calling information and called information in a call request.
And a call control module of the call center sends an invitation instruction to a gateway of the telephone traffic operator, and the message format is an Invite instruction if the message format conforms to the SIP protocol.
The gateway of the telephone traffic operator forwards the invitation instruction to the operator telephone, the operator can receive the invitation instruction in a soft phone or SIP telephone mode, the operator determines whether to accept the call and sends a reply instruction to the gateway of the telephone traffic operator.
After receiving the reply instruction of the operator, the gateway of the operator of the telephone traffic sends the reply instruction to a call control module of the call center, taking the SIP protocol as an example, and the operator replies with an Answer instruction at this time.
After receiving the reply instruction, if the reply instruction is to continue the call, the call control module of the call center sends an Invite instruction to the telephone operator gateway, and invites the user to enter the call, taking the SIP protocol as an example, and the message format is an Invite instruction.
The telephone traffic operator gateway sends the invitation instruction to the operator line, the operator line addresses the client terminal and then sends the invitation instruction to the client terminal, the client decides whether to receive the call and sends a reply instruction to the telephone traffic operator gateway.
After receiving the reply instruction, the telephone traffic operator gateway forwards the reply instruction to a call control center of the call center, and at the moment, the communication between the agent and the client of the user is started until the agent or the user hangs up, and the communication is finished.
The above flow describes a main flow of call traffic for a user to initiate a call, and in practical application, the flow may further include: call control flows such as seat call-in, hold/hold release, silence/silence release, three-way, transfer, conference, etc., are not listed in sequence here.
In a specific embodiment provided in this specification, following the above example, a target call traffic F is determined according to the traffic identifier 123, and the target call traffic is call traffic sent by the user to the agent.
Step 206: and receiving at least one traffic connection interaction message corresponding to the target call traffic.
The traffic connection interaction information is generated by the traffic operator, the traffic operator or the call center, and the traffic connection interaction information is used for determining the communication state of the target call traffic.
The traffic connection interworking information is various information generated by a traffic operator, a traffic agent party, and a call center in a link generation process of a target call traffic. As described in the above steps, the user calls the call control module of the call center, the call control module sends an invite message to the call operator gateway, the call operator gateway sends a reply message to the call control module, the call control module sends a reply message to the call operator gateway, the call operator gateway sends a reply message to the call control center, and the call information between the user and the seat (note that the call information refers to the information related to the call traffic link between the user and the seat, for example, the user does not include the content of the call between the user and the seat because the user needs to input information through the terminal or operation information sent to the user by the seat, etc.).
In practical applications, the mutual information is usually generated by gateways of the parties, and therefore, receiving at least one traffic connection mutual information corresponding to the target call traffic includes:
and receiving traffic connection interaction information generated by the operator gateway of the traffic operator, the operator gateway of the traffic operator and a call interface of the call center based on the target call traffic.
In practical application, the traffic connection interaction information is generated by the agent gateway, the call interface of the call center, and the operator gateway, so that the monitoring center receives the traffic connection interaction information generated by the three parties based on the target call traffic.
In order to effectively ensure that the monitoring center can timely receive the traffic connection interaction information of three parties, in practical application, before receiving at least one traffic connection interaction information corresponding to the target call traffic, the method further includes:
establishing a communication connection with the traffic operator, the traffic operator and the call center.
Further, establishing a communication connection with the traffic operator, the traffic operator and the call center comprises:
and establishing communication connection with an operator gateway of the telephone traffic operator, an operator gateway of the telephone traffic operator and a call interface of the call center based on a preset communication protocol.
In practical application, a telephone traffic operator and a call center are mutually independent mechanisms, a monitoring center is also a device independent of the three parties, and in order to ensure that telephone traffic connection interaction information generated by the telephone traffic operator, the telephone traffic operator and the call center can be received, communication connections need to be established with the telephone traffic operator, the telephone traffic operator and the call center respectively.
Furthermore, the traffic connection interaction information is generated by gateways or interfaces of each party, so that the monitoring center can receive or monitor the traffic connection interaction information generated by each party in the process of target call traffic through the communication connection with the operator gateway of the traffic operator, the operator gateway of the traffic operator and the call interface of the call center.
In one embodiment provided in this specification, a plurality of traffic connection interaction messages corresponding to the target call traffic F are received, following the above example.
Step 208: and analyzing the at least one traffic connection interaction message to generate an analysis result, wherein the analysis result comprises an interaction message identifier corresponding to each traffic connection interaction message.
After receiving the traffic connection interaction information, the signaling/media collector of the monitoring center may transmit the traffic connection interaction information to a call analysis module of the monitoring center, perform analysis on the traffic connection interaction information in the call analysis module to obtain an analysis result, where the analysis result mainly includes calling information, a calling response code, a called response code, a primary address, a called address, a calling duration, a line code, an operator code, and the like.
Further, parsing the at least one traffic connection interaction message to generate a parsing result, including:
analyzing each telephone traffic connection interaction information to obtain an interaction information identifier corresponding to each telephone traffic connection interaction information;
and determining the interactive information state corresponding to each telephone traffic connection user information in a preset information comparison table based on the interactive information identifier corresponding to each telephone traffic connection interactive information.
In practical application, after each traffic connection interaction information is acquired, each traffic connection interaction information is analyzed to acquire an interaction information identifier corresponding to the traffic connection interaction information, and the interaction information identifier can be used for determining an interaction information state of the traffic connection interaction information.
Taking the SIP protocol as an example, the traffic connection interaction information in the case of following the SIP protocol will carry a SIP response code, see table 1 below.
TABLE 1
Figure BDA0003622618960000071
As shown in table 1, each SIP response code corresponds to corresponding description information and action information, for example, a code starting with 1 × may specifically include 100, 180, 181, and the like, and each code further corresponds to different information.
Taking SIP response code 4 as an example, in the SIP response code, a code beginning with 4 indicates that the error information is fed back by the client, for example, 400 indicates an error request, 401 indicates that the request is not authorized by the user, 403 indicates a prohibition request, 404 indicates a find request, 405 indicates that the request is not allowed, 406 indicates that the request is not accepted, 407 indicates that proxy authentication is required, 408 indicates that the request is timed out, 422 indicates that the conference timer interval is too small, 423 indicates that the request interval is too short, 480 indicates that the request is temporarily unavailable, 481 indicates that a session/transaction does not exist, 483 indicates that there are too many hops in the request, 486 indicates that the request is busy, and 487 indicates that the request is busy.
The above is a schematic illustration of the SIP response code, in practical applications, the interaction information identifier may be a SIP response code or a response code of another protocol, and in the embodiments provided in this specification, this is not limited.
In practical application, after obtaining the analysis result, the analysis result includes the interactive information identifier, and it is further necessary to determine whether there is traffic communication abnormal information in the analysis result, specifically, after generating the analysis result, the method further includes:
and judging whether the analysis result contains traffic communication abnormal information or not.
Further, the determining whether there is traffic communication abnormal information in the analysis result includes:
determining whether record information with abnormal interaction state information exists in the analysis result;
if yes, determining that traffic communication abnormal information exists in the analysis result;
if not, determining that the traffic communication abnormal information does not exist in the analysis result.
In practical application, the analysis result includes an interactive information identifier, and according to the interactive information identifier and a preset identifier comparison table, whether recorded information with abnormal interactive state information exists in the analysis result can be determined, the interactive information identifier includes an abnormal identifier, the corresponding interactive state information is abnormal, and further the corresponding telephone traffic connection interactive information can be determined to be telephone traffic communication abnormal information; otherwise, it may be determined that traffic communication abnormal information does not exist in the parsing result.
Step 210: and under the condition that the abnormal traffic communication information exists in the analysis result, determining abnormal traffic connection interaction information and an abnormal interaction party corresponding to the abnormal traffic communication information, and sending a traffic abnormality notification to the abnormal interaction party.
Wherein the anomalous interactive party is determined from the traffic operator, the traffic agent party and the call center.
In practical application, if abnormal traffic communication information exists in the analysis result, corresponding abnormal traffic connection interaction information and abnormal interaction parties are determined according to the abnormal traffic communication information. The abnormal interaction party specifically refers to a traffic operator, a traffic operator or a call center where the abnormality occurs. And generating a telephone traffic abnormal notice to inform an abnormal interaction party, and checking the abnormal telephone traffic connection interaction information process.
Specifically, determining abnormal traffic connection interaction information and an abnormal interaction party corresponding to the traffic communication abnormal information includes:
determining abnormal telephone traffic connection interaction information corresponding to the telephone traffic communication abnormal information;
and determining an abnormal interaction party based on the abnormal traffic connection interaction information.
Further, determining abnormal traffic connection interaction information corresponding to the traffic communication abnormal information includes:
determining an abnormal code corresponding to the abnormal traffic communication information;
and determining abnormal traffic connection interaction information based on the abnormal code.
In practical application, the corresponding abnormal telephone traffic connection interaction information can be determined according to the telephone traffic communication abnormal information, so that an abnormal interaction party corresponding to the abnormal telephone traffic connection interaction information is determined; further, the abnormal traffic connection interaction information may be further determined by an abnormal code in the traffic communication abnormality information.
In a specific embodiment provided in this specification, taking as an example that a computer microphone of an agent side is not available or is not authorized in a telephone traffic calling process, the abnormal telephone traffic can be determined in a preset identification comparison table through telephone traffic abnormal information, so that the abnormal telephone traffic connection interaction information can be determined to be "a fault of a telephone traffic side communication device", so that the abnormal telephone traffic interaction side can be determined to be the telephone traffic agent side, and a telephone traffic abnormal notification is sent to the telephone traffic agent side to tell the telephone traffic agent side that the reason why the telephone traffic has the fault is the fault of the telephone traffic side communication device.
In a specific embodiment provided in this specification, taking a problem of a line of an operator during a telephone call as an example, for example, when the line is overloaded, the line is disconnected, a client is not successfully addressed, or a user hangs up, and the like, corresponding interaction information identifiers are carried in the telephone traffic connection interaction information, so that the telephone traffic connection interaction information is determined to be an abnormal telephone traffic connection identifier through a preset identifier comparison table, and thus an abnormal interaction party is determined to be a telephone traffic operator, and a corresponding telephone traffic abnormality notification is sent to the telephone traffic operator.
In a specific embodiment provided in the present specification, the method further includes:
and counting the analysis result to obtain the call traffic state parameters corresponding to the call center.
In practical application, the monitoring center further includes a call monitoring module for counting the analysis result, and further generating a call traffic parameter state of the call center, which mainly includes parameter information such as call availability, call quantity, call duration, and the like, and providing an end-to-end call availability data index.
The call traffic monitoring method provided by the specification receives a traffic abnormity monitoring task, wherein the traffic abnormity monitoring task carries a traffic identification; determining a target call traffic based on the traffic identification, wherein the target call traffic comprises a traffic operator, a traffic operator and a call center; receiving at least one traffic connection interaction message corresponding to the target call traffic, wherein the traffic connection interaction message is generated by the traffic operator, the traffic operator or the call center, and the traffic connection interaction message is used for determining the communication state of the target call traffic; analyzing the at least one telephone traffic connection interaction message to generate an analysis result, wherein the analysis result comprises an interaction message identifier corresponding to each telephone traffic connection interaction message; and under the condition that telephone traffic communication abnormal information exists in the analysis result, determining abnormal telephone traffic connection interaction information and an abnormal interaction party corresponding to the telephone traffic communication abnormal information, and sending a telephone traffic abnormal notification to the abnormal interaction party, wherein the abnormal interaction party is determined from the telephone traffic operator, the telephone traffic seat party and the call center.
The embodiment of the specification can monitor a call center, can monitor a telephone operator and a telephone operator, can automatically collect various interactive data information in the process of communication between the telephone operator and a user, can analyze the availability of one-way communication, and establishes end-to-end full-link call availability data, so that full-link monitoring of target call telephone traffic is realized.
The following description will further describe the call traffic monitoring method provided in this specification by taking an application of the call traffic monitoring method in dialing a customer service telephone number by a user as an example with reference to fig. 3. Fig. 3 is a flowchart illustrating a processing procedure of a call traffic monitoring method according to an embodiment of the present disclosure, where specific steps include step 302 to step 316.
Step 302: a communication connection is established with the traffic operator, the traffic operator party and the call center.
Step 304: and receiving a traffic abnormity monitoring task, wherein the traffic abnormity monitoring task carries a traffic identifier 03215.
Step 306: target call traffic 03215 is determined from traffic identification 03215.
Step 308: and receiving traffic connection interaction information generated by an operator gateway of the traffic operator, an operator gateway of a traffic operator and a call interface of a call center based on the target call traffic 03215.
Step 310: and analyzing each telephone traffic connection interaction information to obtain an interaction information identifier corresponding to each telephone traffic connection interaction information.
Step 312: and determining the interactive information state corresponding to each telephone traffic connection user information in a preset information comparison table based on the interactive information identifier corresponding to each telephone traffic connection interactive information.
Step 314: and under the condition that the recorded information with abnormal interaction state information exists in the analysis result, determining abnormal telephone traffic connection interaction information corresponding to the telephone traffic communication abnormal information, and determining an abnormal interaction party by the abnormal telephone traffic connection interaction information.
Step 316: and sending a traffic exception notification to the exception interactive party.
The call traffic monitoring method provided in an embodiment of the present specification realizes monitoring of both a call center and a traffic operator. The method can automatically collect various interactive data information in the process of the telephone traffic agent and the user talking, can analyze the availability of single-pass talking, and establishes end-to-end full-link calling availability data, thereby realizing the full-link monitoring of the target calling telephone traffic.
Corresponding to the above embodiment of the call traffic monitoring method, this specification further provides an embodiment of a call traffic monitoring device, and fig. 4 shows a schematic structural diagram of a call traffic monitoring device provided in an embodiment of this specification. As shown in fig. 4, the apparatus is applied to a monitoring center, and includes:
a task receiving module 402, configured to receive a traffic anomaly monitoring task, where the traffic anomaly monitoring task carries a traffic identifier;
a determining module 404 configured to determine a target call traffic based on the traffic identification, wherein the target call traffic comprises a traffic operator, a traffic agent party, and a call center;
an information receiving module 406, configured to receive at least one traffic connection interaction information corresponding to the target call traffic, where the traffic connection interaction information is generated by the traffic operator, or the call center, and the traffic connection interaction information is used to determine a communication state of the target call traffic;
the parsing module 408 is configured to parse the at least one traffic connection interaction information to generate a parsing result, where the parsing result includes an interaction information identifier corresponding to each traffic connection interaction information;
a sending module 410, configured to determine abnormal traffic connection interaction information and an abnormal interaction party corresponding to the traffic communication abnormal information when the traffic communication abnormal information exists in the parsing result, and send a traffic abnormality notification to the abnormal interaction party, where the abnormal interaction party is determined from the traffic operator, the traffic operator and the call center.
Optionally, the apparatus further comprises:
a connection establishment module configured to establish a communication connection with the traffic operator, the traffic agent, and the call center.
Optionally, the connection establishing module is further configured to:
and establishing communication connection with an operator gateway of the telephone traffic operator, an operator gateway of the telephone traffic operator and a call interface of the call center based on a preset communication protocol.
Optionally, the information receiving module 406 is further configured to:
and receiving the telephone traffic connection interaction information generated by the operator gateway of the telephone traffic operator, the operator gateway of the telephone traffic operator and the call interface of the call center based on the target call telephone traffic.
Optionally, the parsing module 408 is further configured to:
analyzing each telephone traffic connection interaction information to obtain an interaction information identifier corresponding to each telephone traffic connection interaction information;
and determining the interactive information state corresponding to each telephone traffic connection user information in a preset information comparison table based on the interactive information identifier corresponding to each telephone traffic connection interactive information.
Optionally, the apparatus further includes a determining module configured to:
and judging whether the analysis result contains traffic communication abnormal information or not.
Optionally, the determining module is further configured to:
determining whether record information with abnormal interaction state information exists in the analysis result;
if yes, determining that traffic communication abnormal information exists in the analysis result;
if not, determining that the traffic communication abnormal information does not exist in the analysis result.
Optionally, the sending module 410 is further configured to:
determining abnormal telephone traffic connection interaction information corresponding to the telephone traffic communication abnormal information;
and determining an abnormal interaction party based on the abnormal traffic connection interaction information.
Optionally, the sending module 410 is further configured to:
determining an abnormal code corresponding to the abnormal traffic communication information;
and determining abnormal traffic connection interaction information based on the abnormal code.
Optionally, the apparatus further comprises:
and the statistic module is configured to count the analysis result to obtain the call traffic state parameter corresponding to the call center.
The call traffic monitoring device provided by the present specification receives a traffic anomaly monitoring task, wherein the traffic anomaly monitoring task carries a traffic identifier; determining a target call traffic based on the traffic identification, wherein the target call traffic comprises a traffic operator, a traffic operator and a call center; receiving at least one traffic connection interaction message corresponding to the target call traffic, wherein the traffic connection interaction message is generated by the traffic operator, the traffic operator or the call center, and the traffic connection interaction message is used for determining the communication state of the target call traffic; analyzing the at least one telephone traffic connection interaction message to generate an analysis result, wherein the analysis result comprises an interaction message identifier corresponding to each telephone traffic connection interaction message; and under the condition that telephone traffic communication abnormal information exists in the analysis result, determining abnormal telephone traffic connection interaction information and an abnormal interaction party corresponding to the telephone traffic communication abnormal information, and sending a telephone traffic abnormal notification to the abnormal interaction party, wherein the abnormal interaction party is determined from the telephone traffic operator, the telephone traffic seat party and the call center.
The embodiment of the specification can monitor a call center, can monitor a telephone operator and a telephone operator, can automatically collect various interactive data information in the process of communication between the telephone operator and a user, can analyze the availability of one-way communication, and establishes end-to-end full-link call availability data, so that full-link monitoring of target call telephone traffic is realized.
The above is an illustrative scheme of a call traffic monitoring apparatus according to this embodiment. It should be noted that the technical solution of the call traffic monitoring device and the technical solution of the call traffic monitoring method belong to the same concept, and details of the technical solution of the call traffic monitoring device, which are not described in detail, can be referred to the description of the technical solution of the call traffic monitoring method.
Fig. 5 illustrates a block diagram of a computing device 500 provided according to an embodiment of the present description. The components of the computing device 500 include, but are not limited to, a memory 510 and a processor 520. Processor 520 is coupled to memory 510 via bus 530, and database 550 is used to store data.
Computing device 500 also includes access device 540, access device 540 enabling computing device 500 to communicate via one or more networks 560. Examples of such networks include the Public Switched Telephone Network (PSTN), a Local Area Network (LAN), a Wide Area Network (WAN), a Personal Area Network (PAN), or a combination of communication networks such as the internet. The access device 540 may include one or more of any type of network interface, e.g., a Network Interface Card (NIC), wired or wireless, such as an IEEE802.11 Wireless Local Area Network (WLAN) wireless interface, a worldwide interoperability for microwave access (Wi-MAX) interface, an ethernet interface, a Universal Serial Bus (USB) interface, a cellular network interface, a bluetooth interface, a Near Field Communication (NFC) interface, and so forth.
In one embodiment of the present description, the above-described components of computing device 500, as well as other components not shown in FIG. 5, may also be connected to each other, such as by a bus. It should be understood that the block diagram of the computing device architecture shown in FIG. 5 is for purposes of example only and is not limiting as to the scope of the present description. Other components may be added or replaced as desired by those skilled in the art.
Computing device 500 may be any type of stationary or mobile computing device, including a mobile computer or mobile computing device (e.g., tablet, personal digital assistant, laptop, notebook, netbook, etc.), mobile phone (e.g., smartphone), wearable computing device (e.g., smartwatch, smartglasses, etc.), or other type of mobile device, or a stationary computing device such as a desktop computer or PC. Computing device 500 may also be a mobile or stationary server.
Wherein processor 520, when executing the computer instructions, performs the steps of the call traffic monitoring method.
The above is an illustrative scheme of a computing device of the present embodiment. It should be noted that the technical solution of the computing device and the technical solution of the call traffic monitoring method belong to the same concept, and details that are not described in detail in the technical solution of the computing device can be referred to the description of the technical solution of the call traffic monitoring method.
An embodiment of the present specification further provides a computer readable storage medium storing computer instructions, which when executed by a processor, implement the steps of the call traffic monitoring method as described above.
The above is an illustrative scheme of a computer-readable storage medium of the present embodiment. It should be noted that the technical solution of the storage medium belongs to the same concept as the technical solution of the call traffic monitoring method, and details that are not described in detail in the technical solution of the storage medium can be referred to the description of the technical solution of the call traffic monitoring method.
An embodiment of the present specification further provides a computer program, wherein when the computer program is executed in a computer, the computer is caused to execute the steps of the call traffic monitoring method.
The above is an illustrative scheme of a computer program of the present embodiment. It should be noted that the technical solution of the computer program and the technical solution of the call traffic monitoring method belong to the same concept, and details that are not described in detail in the technical solution of the computer program can be referred to the description of the technical solution of the call traffic monitoring method.
The foregoing description of specific embodiments has been presented for purposes of illustration and description. Other embodiments are within the scope of the following claims. In some cases, the actions or steps recited in the claims may be performed in a different order than in the embodiments and still achieve desirable results. In addition, the processes depicted in the accompanying figures do not necessarily require the particular order shown, or sequential order, to achieve desirable results. In some embodiments, multitasking and parallel processing may also be possible or may be advantageous.
The computer instructions comprise computer program code which may be in the form of source code, object code, an executable file or some intermediate form, or the like. The computer-readable medium may include: any entity or device capable of carrying the computer program code, recording medium, usb disk, removable hard disk, magnetic disk, optical disk, computer Memory, Read-Only Memory (ROM), Random Access Memory (RAM), electrical carrier wave signals, telecommunications signals, software distribution medium, and the like. It should be noted that the computer readable medium may contain content that is subject to appropriate increase or decrease as required by legislation and patent practice in jurisdictions, for example, in some jurisdictions, computer readable media does not include electrical carrier signals and telecommunications signals as is required by legislation and patent practice.
It should be noted that, for the sake of simplicity, the foregoing method embodiments are described as a series of acts, but those skilled in the art should understand that the present embodiment is not limited by the described acts, because some steps may be performed in other sequences or simultaneously according to the present embodiment. Further, those skilled in the art should also appreciate that the embodiments described in this specification are preferred embodiments and that acts and modules referred to are not necessarily required for an embodiment of the specification.
In the above embodiments, the descriptions of the respective embodiments have respective emphasis, and for parts that are not described in detail in a certain embodiment, reference may be made to related descriptions of other embodiments.
The preferred embodiments of the present specification disclosed above are intended only to aid in the description of the specification. Alternative embodiments are not exhaustive and do not limit the invention to the precise embodiments described. Obviously, many modifications and variations are possible in light of the above teaching. The embodiments were chosen and described in order to best explain the principles of the embodiments and the practical application, to thereby enable others skilled in the art to best understand and utilize the embodiments. The specification is limited only by the claims and their full scope and equivalents.

Claims (13)

1. A call traffic monitoring method is applied to a monitoring center, and comprises the following steps:
receiving a traffic abnormity monitoring task, wherein the traffic abnormity monitoring task carries a traffic identification;
determining a target call traffic based on the traffic identification, wherein the target call traffic comprises a traffic operator, a traffic operator and a call center;
receiving at least one traffic connection interaction message corresponding to the target call traffic, wherein the traffic connection interaction message is generated by the traffic operator, the traffic operator or the call center, and the traffic connection interaction message is used for determining the communication state of the target call traffic;
analyzing the at least one telephone traffic connection interaction message to generate an analysis result, wherein the analysis result comprises an interaction message identifier corresponding to each telephone traffic connection interaction message;
and under the condition that traffic communication abnormal information exists in the analysis result, determining abnormal traffic connection interaction information and an abnormal interaction party corresponding to the traffic communication abnormal information, and sending a traffic abnormal notification to the abnormal interaction party, wherein the abnormal interaction party is determined from the traffic operator, the traffic operator and the call center.
2. The method of claim 1, prior to receiving at least one traffic connection interaction message corresponding to the target call traffic, the method further comprising:
establishing a communication connection with the traffic operator, the traffic operator and the call center.
3. The method of claim 2, establishing a communication connection with the traffic operator, the traffic agent party, and the call center, comprising:
and establishing communication connection with an operator gateway of the telephone traffic operator, an operator gateway of the telephone traffic operator and a call interface of the call center based on a preset communication protocol.
4. The method of claim 1, receiving at least one traffic connection interaction message corresponding to the target call traffic, comprising:
and receiving traffic connection interaction information generated by the operator gateway of the traffic operator, the operator gateway of the traffic operator and a call interface of the call center based on the target call traffic.
5. The method of claim 1, parsing the at least one traffic connection interaction message to generate a parsed result, comprising:
analyzing each telephone traffic connection interaction information to obtain an interaction information identifier corresponding to each telephone traffic connection interaction information;
and determining the interactive information state corresponding to each telephone traffic connection user information in a preset information comparison table based on the interactive information identifier corresponding to each telephone traffic connection interactive information.
6. The method of claim 1, after generating the parsing result, the method further comprising:
and judging whether the analysis result contains traffic communication abnormal information or not.
7. The method of claim 6, determining whether traffic communication anomaly information exists in the parsing result, comprising:
determining whether record information with abnormal interaction state information exists in the analysis result;
if yes, determining that traffic communication abnormal information exists in the analysis result;
if not, determining that the traffic communication abnormal information does not exist in the analysis result.
8. The method of claim 1, determining abnormal traffic connection interaction information and abnormal interaction party corresponding to the traffic communication abnormality information, comprising:
determining abnormal telephone traffic connection interaction information corresponding to the telephone traffic communication abnormal information;
and determining an abnormal interaction party based on the abnormal traffic connection interaction information.
9. The method of claim 8, determining abnormal traffic connection interaction information corresponding to the traffic communication abnormality information, comprising:
determining an abnormal code corresponding to the abnormal traffic communication information;
and determining abnormal traffic connection interaction information based on the abnormal code.
10. The method of claim 1, further comprising:
and counting the analysis result to obtain the call traffic state parameters corresponding to the call center.
11. A call traffic monitoring device is applied to a monitoring center and comprises:
the system comprises a task receiving module, a task processing module and a task processing module, wherein the task receiving module is configured to receive a traffic abnormity monitoring task, and the traffic abnormity monitoring task carries a traffic identification;
a determining module configured to determine a target call traffic based on the traffic identification, wherein the target call traffic comprises a traffic operator, a traffic agent party, and a call center;
an information receiving module configured to receive at least one traffic connection interaction information corresponding to the target call traffic, where the traffic connection interaction information is generated by the traffic operator, the traffic operator or the call center, and the traffic connection interaction information is used to determine a communication state of the target call traffic;
the analysis module is configured to analyze the at least one traffic connection interaction message and generate an analysis result, wherein the analysis result comprises an interaction message identifier corresponding to each traffic connection interaction message;
and the sending module is configured to determine abnormal traffic connection interaction information and an abnormal interaction party corresponding to the abnormal traffic communication information under the condition that the abnormal traffic communication information exists in the analysis result, and send a traffic abnormality notification to the abnormal interaction party, wherein the abnormal interaction party is determined from the traffic operator, the traffic operator and the call center.
12. A computing device comprising a memory, a processor, and computer instructions stored on the memory and executable on the processor, the processor implementing the steps of the method of any one of claims 1-10 when executing the computer instructions.
13. A computer-readable storage medium storing computer-executable instructions which, when executed by a processor, implement the steps of the method of any one of claims 1-10.
CN202210462785.9A 2022-04-28 2022-04-28 Call traffic monitoring method and device Pending CN115086487A (en)

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