TWI396141B - Customer Service Center Event Control System and Method - Google Patents

Description

Customer service center event management system and method

The invention relates to an information system event processing system and method, in particular to an overall event processing flow for connecting different databases by using a virtual external association mechanism, so that the customer service center and the information system maintenance unit can immediately grasp the relevant event information. .

When solving customer problems, the customer service center often needs to go to the back-end information system to check the latest information. Even if the services provided by the back-end information system are not working properly, it is necessary to establish a standardized information system event reporting control process to speed up the event. Notification and upgrade processing to improve customer service quality.

In the past, when the service of the customer service center provided by the information system was abnormal, the incident was handled manually. The customer service center notified the information system maintenance unit by telephone. After the system was repaired, the unit was reported by telephone or email. The tracking and upgrading of all incidents are also handled manually, and the incidents are most likely not resolved by the unauthorised unit. The overall incident handling process is prone to a gap in service quality due to human factors.

It can be seen that there are still many shortcomings in the above-mentioned methods of use. It is not a good design and needs to be improved.

In view of the shortcomings derived from the above-mentioned conventional methods, the inventors of the present invention have improved and innovated, and after years of painstaking research, they finally succeeded in researching and developing the incident management and control system and method of this customer service center.

The purpose of the present invention is to provide a standard information system event processing mechanism of the customer service center, which not only can completely record the complete processing process from the announcement to the completion of the event, but also establish a consistent event management tracking and upgrading mechanism, which can greatly reduce the cause. The problem of delays caused by the loss of each process handler.

Another object of the present invention is to systematically record all events and their processing methods, not only to achieve the purpose of knowledge sharing and inheritance, but also to analyze relevant information as a basis for subsequent system improvement.

The customer service center event management system and method for achieving the above object aims to utilize the database as a storage medium for events and related materials, and operates by means of two database entities. The customer service center event data itself has a database entity. The event-related data of other information systems that support the operation of the customer service center exists in another database entity. The virtual external association mechanism of the database table is applied between the two. Even the overall event processing process. The invention mainly comprises a customer service center event database, an information system maintenance database, an information system human-machine interface, a customer service center human-machine interface, an event management module, a dispatch module, a data management module, and a permission management module. group. The collaborative operation mechanism of the customer service center event database and the information system event database is designed by applying the concepts of Provider (Information System Maintenance Database) and Consumer (Customer Service Center Event Database). The Provider can operate independently so that other systems not related to the customer service center can use the information system event management mechanism to perform event processing independent of the customer service center.

The human-machine interface and the information system human-machine interface of the customer service center are used by the customer service center management unit and the information system maintenance unit to execute the system-related function modules.

The event management module provides operations for the event-related processing personnel to perform the various processes of the event, and the process of the event is also controlled by the module. The module determines the event path according to the event operation result of the personnel at the process control point.

The dispatch module provides specific personnel to handle dispatching matters, and specializes in dispatching work notifications and recording dispatched related materials.

In addition to the basic data of the storage system, the data management module is used to define the role of the person, so that when the person logs in, the authority control module is provided to read the use scope and operation authority of the person.

When the privilege management module is logged in at the customer service center's human machine interface, the privilege management module can read the usage scope and operation authority of the personnel in the customer service center event database and the information system maintenance database respectively, so as to achieve dynamic switching of the system role.

Please refer to Figure 1 for the architecture diagram of the customer service center incident management system of the present invention, which mainly includes: an information system human-machine interface 1 for information maintenance support personnel to perform system-related module functions, and through data management and control modules Group 3 judges the authority of the login personnel; a customer service center man-machine interface 2 is for the customer service center personnel to perform system-related module functions, and to determine the authority of the login personnel through the data management module 3; a data management module 3, For the login personnel who log in through the Customer Service Center Human Machine Interface 2 or the Information System Human Machine Interface 1 to log in, go to the Customer Service Center Event Database 8 and the Information System Maintenance Database 7 to read the defined personnel basic information. The privilege management module 4 provides the privilege management module 4 to read the usage scope and operation authority of the personnel, wherein the personnel data management module 3 further provides the customer service center and the support system maintenance personnel to the personnel and organization data. Add, modify and delete functions; a privilege control module 4 is defined through the customer service center man-machine interface 2 or information system man-machine interface 1 The role of the login logged-in person is such that when logged in, the privilege management module 4 is provided to read the usage scope and operation authority of the personnel, and may respectively go to the customer service center event according to the personnel role defined by the data management module 3. The database 8 and the information system maintenance database 7 read the usage scope and operation authority of the personnel to achieve dynamic switching of the system role; an event management module 5 provides the human machine interface 2 or the information system man-machine through the customer service center The event handler of the interface 1 performs the operations of each process of the event, and the event path is determined according to the event operation result of the process control point of the process, and the dispatch instruction is transmitted to the dispatching module 6, wherein the event management module 5 The event handler can determine the next state of the event according to the operation of the event, thereby determining the routing of the event; a dispatching module 6 receives the dispatching instruction of the event management module 5 to perform the event dispatch notification and record dispatching related Data, and transfer relevant information to the information system maintenance database 7; an information system maintenance database 7, is to store static related to all events Dynamic information, and connected with the customer service center event database 8 by a virtual external association mechanism to coordinately provide static information required for system operation and dynamic information of all process execution; a customer service center event database 8, Performing event release and subsequent tracking, upgrading, and connecting with the information system maintenance database 7 by a virtual external association mechanism, and providing basic personnel information required by the authority management module 4, wherein the customer service center event database 8 When the event occurs, the field of the event data can be linked to the information system maintenance database 7 to obtain the event detailed information to perform event release and subsequent tracking.

In addition, the system event list data section between the customer service center event database 8 and the information system maintenance database 7 is designed as follows:

The inc_anc_oid stores the event oid in the call center event database. Through the oid, the information system maintenance database 7 can query the event data through the database connection method and can backfill the current processing status and other information to the customer service center event database. To achieve the information combination of related events between the two databases and to synchronize the processing information.

Please refer to FIG. 2, which is a flow chart of the notification of the event control method of the customer service center of the present invention. The steps include: Step 1: Event establishment: The event can be established by the customer service center through the customer service center human-machine interface 210, and can also receive performance. The alarm data sent by the monitoring system is automatically established; wherein the event details are provided by the information system maintenance database 7, and the event is released and subsequently tracked and upgraded by the customer service center event database 8; a customer service center The event may cause more than one information system event. The intermediate information is connected through the virtual external association mechanism to integrate the information system maintenance database 7 and the customer service center event database 8; Step 2: Event confirmation: event establishment After the event confirmation, the event confirmation is to first understand the cause of the event and determine whether it needs to be notified 220. If the event is confirmed as a temporary event caused by the network performance, the event 230 can be cancelled directly and will not be processed. If the event occurs again after the event is cancelled, the original event can be replied to 240 again. Event notification; Step 3: Event notification: If the event has not disappeared before the release, the relevant information system that may have an abnormality must be notified 250; Step 4: Event processing: The notified and system spontaneous events are all entered into the information system. Event Handler 260; Step 5: Event Closing: An event posted by a customer service center may result in more than one information system event, all relevant information system events must be processed, and the original published event can be closed 270.

Among them, the processing flow of the event is recorded by means of a data form, which facilitates the modification of the process in the future. The process record data table is as follows:

The pre-activity status identification code stores the event registration, event confirmation, event notification, event processing, event settlement, etc. of the status code before an activity; the activity identification code storage event takes the action code to reply to the post; activity results and activities The post status identification code stores the result of the activity processing and the status to which the result should be directed.

If the pre-activity status identification code has two data for the event registration code, the activity identification codes of the two data are all replies, and the activity results are 0 and 1, respectively. The two results are no need to process and event dispatch.

If the activity result can be set to 0, the status identification code after the activity is no need to be processed; if it is 1, the event is dispatched.

In the above manner, all the pre-activity status identification codes of the process are stored in the data table, and the program directly reads the data table to perform the state setting value of the event when the event state transition is processed, and the event flow is performed. It can be controlled by this data sheet, instead of being written in the code. You can modify the database directly when you modify the process.

Please refer to FIG. 3, which is a schematic diagram of information system event processing of the event management and control method of the customer service center of the present invention, and the steps include:

Step 1: Event Login 301

Step 2: The incident notified by the customer service center must be executed within the time limit 302 to enable the customer service center to quickly understand the scope and time of the incident and determine whether it is necessary to dispatch the workers;

Step 3: If the event must be executed for the maintenance unit, the event notification process is released, and it is determined whether the event is excluded 303. When the event enters the dispatch process, the assigned handler must perform event diagnosis and elimination. In one step, the success is reported, and then the event enters the completion process 304; if the assigned person cannot complete the event processing, the failure report must be performed, and the event transfer process is performed so that the subsequent transfer worker 305 continues to process, and then enters the party again. Work flow until the event enters the completion process 304;

Step 4: If it is a temporary event or a false notification, the event can be set as an event cancellation and classified as no need to process 306;

Step 5: Once the event enters the no-process 306 and the completion process 307, the customer service center management personnel must perform an initial event recovery confirmation to confirm whether the event has been repaired. If yes, the event enters the pending recovery confirmation process 308, waiting for the applicant to further perform the recovery. confirm.

Step 6: Regardless of the initial restoration confirmation 307 or the restoration confirmation 308, if the relevant personnel determines that the event processing fails, the event immediately enters the returning process, performs the return processing 309, and waits for the maintenance unit to execute the dispatching process 303 again until the event Excluded from entering the settlement process 310.

The customer service center event management system and method provided by the present invention have the following advantages when compared with other conventional technologies:

1. Using the system to automate the event processing process to replace the existing manual operation, the processing of the manual recording event often results in inconsistent record content or processing method due to personnel differences, and hinders the subsequent data query, statistical analysis and experience inheritance. The systematic processing mechanism not only can completely store event static and dynamic information, but also provide diversified statistical analysis information as a basis for predicting future potential events.

2. Establish a standardized event processing process for the customer service center. All event processing follows the pre-defined standard processing procedures. Each data system maintenance unit adopts consistent event standards, which can greatly reduce the man-made processing errors.

3. Provide user-centered services. The overall process design is based on the perspective of the user (customer service center). The customer service center can track the latest status, processing personnel and processing situation of the event at any time since the event is released. Event escalation can be carried out to improve the notification level. Event processing must also be confirmed by the customer service center to confirm the case, so as to effectively control the quality of the information system service and truly achieve user-centered services.

4. Immediately issue an event notification to the relevant information system maintenance unit to eliminate the service provided by the relevant information system to improve the service efficiency of the customer service center.

5. If the back-end information system proactively discovers the system abnormality before the customer service center issues an event notification, the system will directly issue an event notification and notify the customer service center, so that the customer service center can completely control all relevant information at the first time. System events, timely tracking and upgrade processing.

The detailed description of the preferred embodiments of the present invention is intended to be limited to the scope of the invention, and is not intended to limit the scope of the invention. The patent scope of this case.

To sum up, this case is not only innovative in terms of technical thinking, but also able to enhance the above-mentioned multiple functions compared with conventional articles. It should fully comply with the statutory invention patent requirements of novelty and progressiveness, and apply in accordance with the law. I urge you to approve this article. Invention patent application, in order to invent invention, to the sense of virtue.

1. . . Information system man-machine interface

2. . . Customer Service Center Human Machine Interface

3. . . Data management module

4. . . Authority control module

5. . . Event management module

6. . . Delivery module

7. . . Information system maintenance database

8. . . Customer Service Center Event Database

Figure 1 is a structural diagram of an event management and control system of a customer service center of the present invention;

2 is a flow chart of the notification of the event control method of the customer service center of the present invention;

FIG. 3 is a schematic diagram of information system event processing of the event management and control method of the customer service center of the present invention.

No main representative component symbol

Claims (2)

A customer service center event management method includes the following steps: Step 1: Event establishment, the event can be established by the customer service center through the customer service center human machine interface, and can also be automatically established by receiving the alarm data sent by the performance monitoring system; Step 2: Event Confirmation, preliminary understanding of the established event to confirm the cause of the incident; Step 3: Event notification, if the event is confirmed as a temporary event caused by network performance, the event is cancelled directly; In the event of recurrence, the original event can be replied; if the event has not disappeared before the release, the relevant information system that may have an abnormality must be notified; Step 4: Event processing, performing information system events on the notified and system spontaneous events Process flow; Step 5: Event closure, if the event is released, if more than one information system event occurs, all relevant information system events must be processed, and the original release event can be closed. For example, in the customer service center event management and control method described in claim 1, wherein the event processing step includes: Step 1: The information system maintenance unit performs the event notified by the customer service center to the customer service center during the deadline. Reply, where if it is a temporary event or a false notification, the event is set to event cancellation and classified as no need to process; otherwise the execution event is posted into the event notification dispatch process. The cancelled event allows the event reply to directly enter the notification dispatch process; Step 2: When the event enters the dispatch process, the assigned handler performs the event diagnosis and elimination. If it can be successfully resolved, the report is successfully reported and then the completion process is completed. If the assigned person is unable to complete the event processing, execute the failure report, perform the event transfer process for subsequent transfer to the other person to continue processing, and then enter the dispatch flow again. Process, until the event enters the completion process; Step 3: The event enters the no-processing or completion process, and the customer service center management personnel confirms the initial recovery of the event. If it is confirmed that the event has been repaired, the event enters the confirmation process to be restored, waiting for the applicant to further execute. Recovery confirmation; Step 4: In the initial recovery confirmation or recovery confirmation process, if the relevant personnel determines that the event processing fails, the event immediately enters the return process, and the case is returned, waiting for the maintenance unit to perform the dispatch process again until the event Exclude the entry process.