WO2019227622A1 - 呼叫中心的任务跟踪方法、装置、设备及存储介质 - Google Patents

呼叫中心的任务跟踪方法、装置、设备及存储介质 Download PDF

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WO2019227622A1
WO2019227622A1 PCT/CN2018/095865 CN2018095865W WO2019227622A1 WO 2019227622 A1 WO2019227622 A1 WO 2019227622A1 CN 2018095865 W CN2018095865 W CN 2018095865W WO 2019227622 A1 WO2019227622 A1 WO 2019227622A1
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task
traffic
agent
indicator
indicators
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English (en)
French (fr)
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徐墨
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Ping An Technology Shenzhen Co Ltd
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Ping An Technology Shenzhen 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
    • H04M3/2281—Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
    • 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
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • 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
    • 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
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms

Definitions

  • the present application relates to the technical field of management systems, and relates to a task tracking method, device, device, and storage medium of a call center.
  • the so-called call center is a comprehensive information service system based on CTI (Computer Telephony Integration) technology, making full use of the multiple functions of the communication network and computer network to integrate with the enterprise, which can effectively and quickly provide users with Multiple services.
  • CTI Computer Telephony Integration
  • the enterprise can process a large number of customer calls at the same time, automatically allocate incoming calls to personnel with corresponding capabilities, and can record and store all incoming information.
  • the technical problem to be solved in this application is to overcome the large amount of data of the call center in the prior art, which cannot provide strong strategic support for team management.
  • a task tracking method, device, equipment and storage medium for the call center are proposed. Agents or teams customize tasks, automatically track the progress of task completion, and urge the agents or teams in question to improve their business level to ultimately improve individual and team performance.
  • a task tracking method for a call center includes the following steps:
  • S3. Generate a task corresponding to the non-compliance traffic indicator and send it to the agent corresponding to the non-compliance traffic indicator, and notify the agent to view the task and execute it.
  • the attributes of the task include a traffic indicator item and a task. Deadlines and reminders;
  • S5. Determine whether the temporarily stored traffic indicator does not reach a preset indicator threshold, and send the judgment result to the agent performing the task for prompting according to a prompting method included in the attribute of the task;
  • An electronic device storing a task tracking system of a call center on the electronic device.
  • the task tracking system of the call center includes:
  • a data acquisition calculation module configured to acquire basic traffic data recorded by the calling system, and calculate various traffic indicators according to the basic traffic data
  • a traffic indicator judging module configured to judge whether each traffic indicator does not reach a preset corresponding indicator threshold
  • a task generation notification module is configured to generate a task corresponding to a non-compliance traffic indicator and send it to an agent corresponding to the non-compliance traffic indicator when any one of the traffic indicators does not reach a preset corresponding indicator threshold. And notify the agent to view the task and execute it, and the attributes of the task include a traffic indicator item, a task duration, and a prompt mode;
  • the traffic indicator tracking module is used to obtain the basic traffic data of the agent performing the task from the calling system in real time during the task period, and calculate various traffic indicators of the agent based on the basic traffic data. To find and temporarily store the traffic indicator corresponding to the task among the traffic indicators, and then determine whether the temporarily stored traffic indicator does not reach the preset indicator threshold, and change all the traffic indicators according to the prompting method contained in the attribute of the task. Sending the judgment result to the agent performing the task for prompting;
  • a time limit judging module configured to judge whether the date from the start of the task to the current time exceeds the task deadline of the task
  • the result judgment warning module is used for judging whether the temporarily stored traffic indicator does not reach a preset indicator threshold when the task start date to the current time exceeds the task deadline, and if so, an alarm message is issued. To management.
  • a computer device includes a memory and a processor.
  • the memory stores a task tracking system of a call center that can be executed by the processor. When the system is executed by the processor, the following steps are implemented:
  • S3. Generate a task corresponding to the non-compliance traffic indicator and send it to the agent corresponding to the non-compliance traffic indicator, and notify the agent to view the task and execute it.
  • the attributes of the task include a traffic indicator item and a task. Deadlines and reminders;
  • S5. Determine whether the temporarily stored traffic indicator does not reach a preset indicator threshold, and send the judgment result to the agent performing the task for prompting according to a prompting method included in the attribute of the task;
  • a computer-readable storage medium stores computer program instructions in the computer-readable storage medium, and the computer program instructions are executable by at least one processor, so that the at least one processor performs operations of the following steps:
  • S3. Generate a task corresponding to the non-compliance traffic indicator and send it to the agent corresponding to the non-compliance traffic indicator, and notify the agent to view the task and execute it.
  • the attributes of the task include a traffic indicator item and a task Deadlines and reminders;
  • S5. Determine whether the temporarily stored traffic indicator does not reach a preset indicator threshold, and send the judgment result to the agent performing the task for prompting according to a prompting method included in the attribute of the task;
  • Task tracking forms a benign closed loop, improves team or individual performance, and simplifies on-site management.
  • FIG. 1 shows a flowchart of a first embodiment of a task tracking method of a call center of the present application
  • FIG. 2 shows a flowchart of a second embodiment of a task tracking method of a call center of the present application
  • FIG. 3 shows a schematic diagram of a program module of a first embodiment of a task tracking system of a call center in an electronic device of the present application
  • FIG. 4 shows a schematic diagram of a program module of a second embodiment of a task tracking system of a call center in an electronic device of the present application
  • FIG. 5 is a schematic diagram of a hardware architecture of a computer device according to an embodiment of the present application.
  • this application proposes a task tracking method for a call center.
  • the task tracking method of a call center includes the following steps:
  • the development of the call system has more and more functions so far.
  • the call system is not only used to answer customer calls, but also has a data storage function, which can record the working process of each agent in detail, including Traffic basic data.
  • the basic traffic data includes, but is not limited to, the following data: current status, check-in time, total call duration, total number of calls, incoming call times, incoming call duration, outgoing call times, outgoing call duration, after-talk Sorting time, finishing number of calls, total number of calls, call loss, rest times, rest time, hold times, hold time, busy time, busy time, idle time, requests and calls, etc.
  • the above-mentioned basic traffic data is directly recorded by the calling system and does not need to be calculated. It is equivalent to the original data.
  • the acquisition method is preferably cyclic acquisition according to a preset interval.
  • the traffic indicators include, but are not limited to, the duration of the current state, the length of the check-in, the average length of the call, the average length of the incoming call, the average length of the outgoing call, the average length of the post-adjustment call, the average processing time of each piece, the call loss rate, and the rest average Length, keep average length, and display busy average length.
  • the traffic indicator is calculated based on the basic traffic data, and the specific calculation formula is as follows:
  • Duration of current state current time-start time of current state
  • Average call length total call duration / total number of calls
  • Incoming call length Incoming call duration / Incoming calls times
  • Outgoing call duration outgoing call duration / incoming calls
  • After-talk adjustment average length After-talk adjustment duration / After-talk adjustment times
  • the average processing time of each case (average length of incoming calls + average processing length of outgoing calls) / 2+ adjustment of average length after the call
  • Call loss rate number of call losses / number of requests
  • Average length of rest length of rest / number of rest
  • Holding average length holding duration / holding times
  • Average busy length busy length / busy times.
  • the indicator thresholds are set in a one-to-one correspondence with the traffic indicators. Only when all the traffic indicators reach the indicator thresholds, it indicates that the agents corresponding to these traffic indicators have reached the standards, that is, no tasks are generated.
  • the call basic data recorded by the calling system contains the agent ID to distinguish the source of the data; the various traffic indicators calculated according to the basic traffic data will inherit the agent ID contained in the basic traffic data, so by Intercepting the agent ID in the non-compliance traffic indicator can identify which agent is not meeting the standard.
  • S3. Generate a task corresponding to the non-compliance traffic indicator and send it to the agent corresponding to the non-compliance traffic indicator, and notify the agent to view the task and execute it.
  • the attributes of the task include a traffic indicator item and a task. Deadline and reminder.
  • the types of tasks include shortening the average length of the pieces, reducing the rate of call loss, shortening the average length of rest, and shortening the average length of display busy.
  • the number of the tasks is determined according to the number of traffic indicators that fail to meet the standards, and the number of the tasks generated by the same agent at the same time is at least one. If one agent has multiple non-compliance traffic indicators, then a task will be generated at the same time, and the multiple tasks can be executed and tracked simultaneously.
  • the notification method may be one or more of short message, email, and phone.
  • the prompting method includes prompting interval, number of prompting, prompting means, and the like. For example, from the remaining 50% of the time to the end of the task, send 1 message to the agent daily to remind; from the remaining 30% of the time to the end of the task, send 2 messages to the agent daily to remind; Starting from% time, send 3 messages to the agent every day to remind. S4. Obtain the basic traffic data of the agent performing the task from the calling system in real time during the task period, calculate the various traffic indicators of the agent based on the basic traffic data, and then find out from the various traffic indicators And temporarily store a traffic indicator corresponding to the task.
  • S5. Determine whether the temporarily stored traffic indicator does not reach a preset indicator threshold, and send the judgment result to the agent performing the task according to a prompt mode included in the attribute of the task for prompting.
  • an alert message needs to be sent to the agent's manager so that the manager can know the agent's working status in time.
  • agent 1234 has not performed the task for 30 days, repeat steps 4 and 5 until agent 1234 has performed the task for 30 days.
  • agent 1234 has completed the task for one month, its traffic indicator "average break” is 8'20 ", that is, the agent 1234 fails to meet the task of shortening the average break during the task period. At this time, At the end of the task, an alarm message needs to be sent to the manager to remind the manager to pay attention to the agent 1234 and take further measures.
  • the task tracking method of a call center includes the following steps:
  • S1-S6 are the same as the first embodiment, and will not be repeated here.
  • the attributes of the task described in S3 also include the extension period and the reminding method of the extension period after the task failure.
  • the manner of prompting during the extension period is independent of the foregoing manner of prompting, and may be the same or different.
  • the task includes a delay period, which means that if the task is not completed within the specified task period, the task does not end immediately but continues to execute.
  • the delay period is equivalent to giving the agent a grace period to perform the task.
  • S702 Determine whether the date from the start of the task to the current time exceeds the sum of the task period plus the extension period; if otherwise, execute S4, and if yes, send an alarm message to the management personnel.
  • the agent fails to complete the task after the extension, the agent's task is deemed to have failed, and an alarm message is sent to the management staff.
  • the extension of the task is 10 days.
  • the reminder during the extension period is to send 4 reminders to the agent 1234 every day.
  • step 4 determines whether the agent 1234 has performed the task of reducing the average rest length for 40 days. If not, go to step 4 and determine whether the average rest length of the agent 1234 is shortened to 8 minutes. If yes, send 4 reminders per day. The message "The task you performed to shorten the average length of rest has reached the standard" is given to the agent 1234; if not, 4 reminders are sent every day "Your average length of rest is **, not reached the standard, please continue to work” to the agent 1234 until Agent 1234 performed the task for 40 days.
  • the agent 1234 After the extension period has elapsed, that is, the agent 1234 has completed the task of shortening the average length of rest for 40 days. If the average length of rest for the agent 1234 does not meet the standard (for example, the average length of rest is 8'10 "), the task is officially ended at this time and an alarm is issued Information to managers to remind managers to pay attention to agent 1234 and take further measures; if the rest of the agent 1234 is long (for example, the average length of rest is 7'55 "), the task is officially ended at this time, and no alarm message is required to be sent to management personnel.
  • the standard for example, the average length of rest is 8'10 "
  • the task is officially ended at this time and an alarm is issued Information to managers to remind managers to pay attention to agent 1234 and take further measures; if the rest of the agent 1234 is long (for example, the average length of rest is 7'55 "), the task is officially ended at this time, and no alarm message is required to be sent to management personnel.
  • this application proposes an electronic device.
  • the electronic device stores a task tracking system 20 of a call center, and the system 20 can be divided into one or more program modules.
  • FIG. 4 shows a schematic diagram of the program modules of the first embodiment of the task tracking system 20 of the call center.
  • the system 20 can be divided into a data acquisition calculation module 201 and a traffic indicator determination module 202.
  • the program module referred to in the present application refers to a series of computer program instruction segments capable of performing specific functions. The following description will specifically introduce the specific functions of the program modules 201-206.
  • the data acquisition calculation module 201 is configured to acquire basic traffic data recorded by a calling system, and calculate various traffic indicators according to the basic traffic data.
  • the traffic indicator judgment module 202 is configured to determine whether each traffic indicator does not reach a preset corresponding indicator threshold.
  • the task generation notification module 203 is configured to generate a task corresponding to a non-compliance traffic indicator and send it to the non-compliance traffic indicator when any one of the traffic indicators does not reach a preset corresponding indicator threshold. And notify the agent to view and execute the task, and the attributes of the task include a traffic indicator item, a task duration, and a prompting mode.
  • the traffic indicator tracking module 204 is configured to obtain, in real time, the basic traffic data of the agent performing the task from the calling system during the task period, and calculate the various traffic indicators of the agent based on the basic traffic data. To find and temporarily store the traffic indicators corresponding to the task among the various traffic indicators, and then determine whether the temporarily stored traffic indicators have not reached the preset indicator threshold, and according to the prompting method contained in the attribute of the task Sending the determination result to the agent performing the task for prompting.
  • the time limit judging module 205 is configured to determine whether the date from the start of the task to the current time exceeds the task deadline of the task.
  • the result judgment warning module 206 is configured to judge whether the temporarily stored traffic indicator does not reach a preset indicator threshold when the task starts to the current time exceeds the task deadline of the task, and if so, issue Alarm information to management.
  • FIG. 5 shows a schematic diagram of a program module of the second embodiment of the task tracking system 20 of the call center.
  • the task tracking system 20 of the call center can also be divided into a data acquisition calculation module 201
  • the program modules 201-206 are the same as those in the first embodiment, and will not be repeated here.
  • the task generated by the task generation notification module 203 further includes an extension period and a reminder manner of the extension period after the task failure.
  • the extension time limit identification module 207 is configured to determine whether the task includes a delay time.
  • the postponed time limit judging module 208 is configured to further determine whether the task has a postponed time period, and further judges whether the date from the start of the task to the current time exceeds the total of the post period plus the postponed time period.
  • the delay time is increased in this embodiment, which is equivalent to giving the agent a grace period to perform the task.
  • the task does not end immediately, but continues to execute until the task is not completed after the extension. Then it is determined that the task of the agent fails, and an alarm message is sent to the management staff.
  • this application also proposes a computer device.
  • FIG. 5 is a schematic diagram of a hardware architecture of a computer device according to an embodiment of the present application.
  • the computer device 2 is a device capable of automatically performing numerical calculation and / or information processing in accordance with an instruction set or stored in advance.
  • it can be a smart phone, tablet, laptop, desktop computer, rack server, blade server, tower server, or cabinet server (including a stand-alone server or a server cluster consisting of multiple servers).
  • the computer device 2 includes at least, but is not limited to, a memory 21, a processor 22, a network interface 23, and a task tracking system 20 of a call center that can communicate with each other through a system bus. among them:
  • the memory 21 includes at least one type of computer-readable storage medium.
  • the readable storage medium includes a flash memory, a hard disk, a multimedia card, a card-type memory (for example, SD or DX memory, etc.), a random access memory (RAM), Static random access memory (SRAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), programmable read-only memory (PROM), magnetic memory, magnetic disks, optical disks, etc.
  • the memory 21 may be an internal storage unit of the computer device 2, such as a hard disk or a memory of the computer device 2.
  • the memory 21 may also be an external storage device of the computer device 2, such as a plug-in hard disk, a smart memory card (SMC), and a secure digital device. (Secure Digital, SD) card, Flash card, etc.
  • the memory 21 may also include both an internal storage unit of the computer device 2 and an external storage device thereof.
  • the memory 21 is generally used to store an operating system and various application software installed on the computer device 2, such as program codes of the task tracking system 20 of the call center.
  • the memory 21 may also be used to temporarily store various types of data that have been output or will be output.
  • the processor 22 may be a central processing unit (CPU), a controller, a microcontroller, a microprocessor, or other data processing chips in some embodiments.
  • the processor 22 is generally used to control the overall operation of the computer device 2, for example, to perform control and processing related to data interaction or communication with the computer device 2.
  • the processor 22 is configured to run program code or process data stored in the memory 21, for example, to run the task tracking system 20 of the call center.
  • the network interface 23 may include a wireless network interface or a wired network interface.
  • the network interface 23 is generally used to establish a communication connection between the computer device 2 and other computer devices.
  • the network interface 23 is configured to connect the computer device 2 and an external terminal through a network, and establish a data transmission channel and a communication connection between the computer device 2 and the external terminal.
  • the network may be an Intranet, the Internet, a Global System for Mobile Communication (GSM), a Wideband Code Division Multiple Access (WCDMA), a 4G network, 5G Wireless, wired or other networks such as Internet, Bluetooth, Wi-Fi.
  • GSM Global System for Mobile Communication
  • WCDMA Wideband Code Division Multiple Access
  • FIG. 5 only shows the computer device 2 with components 21-23, but it should be understood that it is not required to implement all the illustrated components, and more or fewer components may be implemented instead.
  • the task tracking system 20 of the call center stored in the memory 21 may be executed by one or more processors (processor 22 in this embodiment) to complete the task tracking method of the call center described above. Operation.
  • the present application provides a computer-readable storage medium.
  • the computer-readable storage medium is a non-volatile readable storage medium that stores therein computer program instructions that can be executed by at least one processor. So that the at least one processor executes the steps of the task tracking method of the call center according to any one of the above.

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Abstract

本申请公开了一种呼叫中心的任务跟踪方法，属于管理系统技术领域。该方法包括：获取呼叫系统记录的话务基础数据并计算出各项话务指标；判断各项话务指标是否未达到预设的对应指标阈值；生成与不达标的话务指标相对应的任务发送至对应的坐席；在任务期限内持续跟踪坐席的各项话务指标，从中找出并暂存任务对应的话务指标；判断暂存的话务指标是否未达到预设的指标阈值，并根据预设的提示方式将所述判断结果发送给对应的坐席以进行提示；当任务开始之日至当前时间超过任务期限，判断暂存的话务指标是否超过预设的指标阈值，若是则发出报警信息至管理人员。本申请通过话务指标量化绩效，为团队或个人成长提供策略支持。

Description

呼叫中心的任务跟踪方法、装置、设备及存储介质
本申请申明享有2018年5月30日递交的申请号为201810538001.X、名称为“呼叫中心的任务跟踪方法、装置、设备及存储介质”的中国专利申请的优先权，该中国专利申请的整体内容以参考的方式结合在本申请中。
技术领域
本申请涉及管理系统技术领域，涉及一种呼叫中心的任务跟踪方法、装置、设备及存储介质。
背景技术
所谓呼叫中心是一种基于CTI(Computer Telephony Integration，计算机电话基础)技术、充分利用通信网和计算机网络的多项功能集成与企业连为一体的综合信息服务系统，能有效、快速地为用户提供多种服务。企业通过呼叫中心，可以同时处理大量顾客来话，将来电自动分配给具备相应既能的人员处理，并能记录和存储所有来话信息。
如今，呼叫中心每天都会产生大量数据，虽然运营部门会形成各种报表，但数据分析报告以宏观指标为主，没有进行更细粒度的数据挖掘和分析，无法为团队管理提供有力的策略支撑。
发明内容
本申请要解决的技术问题是为了克服现有技术中呼叫中心的大量数据无法为团队管理提供有力的策略支撑，提出了一种呼叫中心的任务跟踪方法、装置、设备及存储介质，针对有问题的坐席或者团队定制任务，自动跟踪任务完成进度，督促有问题的坐席或者团队改进自身业务水平，以最终提升个人和团队绩效。
本申请是通过下述技术方案来解决上述技术问题：
一种呼叫中心的任务跟踪方法，包括以下步骤：
S1、获取呼叫系统记录的话务基础数据，根据所述话务基础数据计算出各项话务指标；
S2、判断所述各项话务指标是否未达到预设的对应指标阈值，若有一项为是则表示该项话务指标不达标，执行S3；
S3、生成与不达标的话务指标相对应的任务发送至所述不达标的话务指标对应的坐席，并通知所述坐席查看任务并执行，所述任务的属性包含话务指标项、任务期限和提示方式；
S4、在任务期限内从呼叫系统中实时获取执行任务的坐席的话务基础数据，根据所述话务基础数据计算出该坐席的各项话务指标，然后从各项话务指标中找出并暂存所述任务对应的话务指标；
S5、判断暂存的话务指标是否未达到预设的指标阈值，并根据任务的属性中包含的提示方式将所述判断结果发送给所述执行任务的坐席以进行提示；
S6、判断所述任务开始之日至当前时间是否超过所述任务的任务期限，若是则执行S7，若否则执行S4；
S7、判断暂存的话务指标是否未达到预设的指标阈值，若是则发出报警信息至管理人员，若否则结束。
一种电子装置，所述电子装置上存储有呼叫中心的任务跟踪系统，所述呼叫中心的任务跟踪系统包括：
数据获取计算模块，用于获取呼叫系统记录的话务基础数据，根据所述话务基础数据计算出各项话务指标；
话务指标判断模块，用于判断所述各项话务指标是否未达到预设的对应指标阈值；
任务生成通知模块，用于当有任意一项话务指标未达到预设的对应指标阈值时，生成与不达标的话务指标相对应的任务发送至所述不达标的话务指标对应的坐席，并通知所述坐席查看任务并执行，所述任务的属性包含话务指标项、任务期限和提示方式；
话务指标跟踪模块，用于在任务期限内从呼叫系统中实时获取执行任务的坐席的话务基础数据，根据所述话务基础数据计算出该坐席的各项话务指标，从所述各项话务指标中找出并暂存所述任务对应的话务指标，然后判断暂存的所述话务指标是否未达到预设的指标阈值，并根据任务的属性中包含的提示方式将所述判断结果发送给所述执行任务的坐席以进行提示；
时限判断模块，用于判断所述任务开始之日至当前时间是否超过所述任务的任务期限；
结果判断警示模块，用于当所述任务的开始之日至当前时间超过所述任务的任务期限时，判断暂存的所述话务指标是否未达到预设的指标阈值，若是则发出报警信息至管理人员。
一种计算机设备，包括存储器和处理器，所述存储器上存储有可被所述处理器执行的呼叫中心的任务跟踪系统，所述系统被所述处理器执行时实现以下步骤的操作：
S1、获取呼叫系统记录的话务基础数据，根据所述话务基础数据计算出各项话务指标；
S2、判断所述各项话务指标是否未达到预设的对应指标阈值，若有一项为是则表示该项话务指标不达标，执行S3；
S3、生成与不达标的话务指标相对应的任务发送至所述不达标的话务指标对应的坐席，并通知所述坐席查看任务并执行，所述任务的属性包含话务指标项、任务期限和提示方式；
S4、在任务期限内从呼叫系统中实时获取执行任务的坐席的话务基础数 据，根据所述话务基础数据计算出该坐席的各项话务指标，然后从各项话务指标中找出并暂存所述任务对应的话务指标；
S5、判断暂存的话务指标是否未达到预设的指标阈值，并根据任务的属性中包含的提示方式将所述判断结果发送给所述执行任务的坐席以进行提示；
S6、判断所述任务开始之日至当前时间是否超过所述任务的任务期限，若是则执行S7，若否则执行S4；
S7、判断暂存的话务指标是否未达到预设的指标阈值，若是则发出报警信息至管理人员，若否则结束。
一种计算机可读存储介质，所述计算机可读存储介质内存储有计算机程序指令，所述计算机程序指令可被至少一个处理器所执行，以使所述至少一个处理器执行以下步骤的操作：
S1、获取呼叫系统记录的话务基础数据，根据所述话务基础数据计算出各项话务指标；
S2、判断所述各项话务指标是否未达到预设的对应指标阈值，若有一项为是则表示该项话务指标不达标，执行S3；
S3、生成与不达标的话务指标相对应的任务发送至所述不达标的话务指标对应的坐席，并通知所述坐席查看任务并执行，所述任务的属性包含话务指标项、任务期限和提示方式；
S4、在任务期限内从呼叫系统中实时获取执行任务的坐席的话务基础数据，根据所述话务基础数据计算出该坐席的各项话务指标，然后从各项话务指标中找出并暂存所述任务对应的话务指标；
S5、判断暂存的话务指标是否未达到预设的指标阈值，并根据任务的属性中包含的提示方式将所述判断结果发送给所述执行任务的坐席以进行提示；
S6、判断所述任务开始之日至当前时间是否超过所述任务的任务期限，若是则执行S7，若否则执行S4；
S7、判断暂存的话务指标是否未达到预设的指标阈值，若是则发出报警信息至管理人员，若否则结束。
本申请的积极进步效果在于：
1)通过话务指标量化绩效，为团队或个人成长提供策略支持。
2)任务跟踪形成良性闭环，提高团队或个人绩效，简化现场管理。
附图说明
图1示出了本申请呼叫中心的任务跟踪方法实施例一的流程图；
图2示出了本申请呼叫中心的任务跟踪方法实施例二的流程图；
图3示出了本申请电子装置中呼叫中心的任务跟踪系统第一实施例的程序模块示意图；
图4示出了本申请电子装置中呼叫中心的任务跟踪系统第二实施例的程序模块示意图；
图5示出了本申请计算机设备一实施例的硬件架构示意图。
具体实施方式
下面通过实施例的方式进一步说明本申请，但并不因此将本申请限制在所述的实施例范围之中。
首先，本申请提出一种呼叫中心的任务跟踪方法。
在实施例一中，如图1所示，所述的呼叫中心的任务跟踪方法包括如下步骤：
S1、获取呼叫系统记录的话务基础数据，根据所述话务基础数据计算出各项话务指标。
所述呼叫系统发展至今已具备越来越多的功能，呼叫系统不仅仅用来接打客户电话，还具备数据存储功能，可以将每个坐席的工作过程事无巨细地记录下来，其中就包括话务基础数据。
所述话务基础数据包括但不限于以下各种数据：当前状态、签入时间、通话总时长、总通次、呼入通话次数、呼入通话时长、呼出通话次数、呼出通话时长、话后整理时长、话后整理次数、呼叫总量、呼损数、休息次数、休息时长、保持次数、保持时长、示忙次数、示忙时长、空闲时长、请求数和通话数等。
以上所述话务基础数据是由呼叫系统直接记录下来的，无需经过计算得出，相当于原始数据。获取方式优选为根据预设间隔循环获取。
所述话务指标包括但不限于当前状态持续时长、签入时长、通话均长、呼入通话均长、呼出通话均长、话后调整均长、件均处理时长、呼损率、休息均长、保持均长和示忙均长等。
所述话务指标根据所述话务基础数据计算得出，具体的计算公式如下：
当前状态持续时长＝当前时间-当前状态的开始时间；
签入时长＝当前时间-签入的开始时间；
通话均长＝通话总时长/总通次；
呼入通话均长＝呼入通话时长/呼入通话次数；
呼出通话时长＝呼出通话时长/呼入通话次数；
话后调整均长＝话后调整时长/话后调整次数；
件均处理时长＝(呼入通话均长+呼出处理均长)/2+话后调整均长
呼损率＝呼损数/请求数；
休息均长＝休息时长/休息次数；
保持均长＝保持时长/保持次数；
示忙均长＝示忙时长/示忙次数。
S2、判断所述各项话务指标是否未达到预设的对应指标阈值，若有一项 为是则表示该项话务指标不达标，执行S3。
所述指标阈值与所述话务指标一一对应设置，仅当所有话务指标都达到指标阈值时，才表示这些话务指标对应的坐席达标，即不产生任务。
呼叫系统记录下的话务基础数据中包含有坐席ID，以区别数据的来源；根据话务基础数据计算出的各项话务指标中会继承话务基础数据中包含的坐席ID，因此通过从不达标的话务指标中截取坐席ID便可识别出具体是哪个坐席不达标。
S3、生成与不达标的话务指标相对应的任务发送至所述不达标的话务指标对应的坐席，并通知所述坐席查看任务并执行，所述任务的属性包含话务指标项、任务期限和提示方式。
所述任务的类型包括缩短件均整理时长、减少呼损率、缩短休息均长和缩短示忙均长。
当坐席的均整理时长超出所有坐席的均整理时长的平均值时，生成缩短件均整理时长的任务。
当坐席的呼损数大于所有坐席的呼损率的平均值时，生成减少呼损率的任务。
当坐席的休息均长超过所有坐席的休息均长的平均值时，生成缩短休息均长的任务。
当坐席的示忙均长超过所有坐席的示忙均长的平均值时，生成缩短示忙均长的任务。
所述任务的数量根据不达标的话务指标的数量而定，同一个坐席在同一时间生成所述任务的数量至少为一个。，如果一个坐席有多项不达标的话务指标，那么会同时生成过个任务，所述多个任务可以同时执行并进行跟踪。
所述通知的方式可以是短信、邮件、电话等其中的一种或多种。
所述提示方式包括提示间隔、提示次数、提示手段等。例如，从至任务截止剩余50％时间起，每日发送1条信息给坐席以提示；从至任务截止剩余 30％时间起，每日发送2条信息给坐席以提示；从至任务截止剩余20％时间起，每日发送3条信息给坐席以提示。S4、在任务期限内从呼叫系统中实时获取执行任务的坐席的话务基础数据，根据所述话务基础数据计算出该坐席的各项话务指标，然后从各项话务指标中找出并暂存所述任务对应的话务指标。
S5、判断暂存的话务指标是否未达到预设的指标阈值，并根据任务的属性中包含的提示方式将所述判断结果发送给所述执行任务的坐席以进行提示。
在任务的执行期内，需要对任务相关的话务指标进行持续跟踪监控，并根据提示方式将跟踪得知的情况告知对应的坐席，以起到督促作用，使得坐席及时调整自己的工作状态，以期在任务期限内将不达标项改为达标。
S6、判断所述任务的开始之日至当前时间是否超过所述任务的任务期限，若是则执行S7，若否则执行S4。
S7、判断暂存的话务指标是否未达到预设的指标阈值，若是则发出报警信息至管理人员，若否则结束。
在任务期限经过后，假设任务涉及到的话务指标还未达标，则需要发出警报信息给该坐席的管理人员，以便管理人员及时得知坐席的工作状态。
通过实施例一，可以实现对坐席工作的客观判断，对某些话务指标不达标的坐席定制任务，使其通过执行任务提高自身的业务水平；同时，在任务的执行期间，对坐席的任务执行情况进行持续跟踪并进行提醒，以使坐席对自身的业务水平提高与否有个直观的了解，更利于其业务水平的提高。
下面以针对某一坐席生成任务并跟踪为例，做具体说明：
1、从呼叫系统中获取到坐席1234的话务基础数据，根据这些话务基础数据计算出的各项话务指标，其中件均整理时长为5分钟，呼损率为90％，休息均长为10分钟，示忙均长3分钟。
2、假设所有坐席的休息均长的平均值为8分钟，即坐席1234的话务指标“休息均长”不达标。
3、生成缩短休息均长的任务，该任务要求坐席1234在30天内，将休息均长缩短到8分钟，在任务执行15天后，每天发送1条提示信息给坐席1234，在任务执行21天后，每天发送2条提示信息给坐席1234，在任务执行26天后，每天发送3条提示信息给坐席1234。
4、在发送提示信息之前，从呼叫系统中获取坐席1234的话务基础数据，并算出坐席1234的各项话务指标，然后找到话务指标“休息均长”。
5、判断坐席1234的休息均长是否缩短为8分钟；若是，则根据步骤3中所述的提示方式，发送提示信息“您执行的缩短休息均长的任务已达标”给坐席1234；若否，则根据步骤3中所述的提示方式，发送提示信息“您的休息均长为**，未达标，请继续努力”给坐席1234。
6、若坐席1234执行该任务还未满30天，则重复执行步骤4和5，直到坐席1234执行该任务满30天。
7、若坐席1234执行该任务满1个月后，其话务指标“休息均长”为8’20”，即该坐席1234在任务期限内，执行缩短休息均长的任务未达标，此时任务结束，需要发出报警信息至管理人员，以提醒管理人员关注坐席1234，采取进一步措施。
在实施例二中，基于实施例一的基础上，如图2所示，所述的呼叫中心的任务跟踪方法包括如下步骤：
S1-S6同实施例一，此处不再赘述。
其中，S3中所述的任务的属性还包含任务失败后的延期时长和延期期间的提示方式。
所述延期期间的提示方式独立于前述的提示方式，可以相同，也可以不同。
S7、判断所述指标监控项对应的话务指标是否未达到预设的指标阈值，若是执行S701，若否则结束。
S701、判断所述任务中是否包含有延期时长，若是则执行S702，若否则发出报警信息至管理人员。
假设任务中包含有延期时长，表示在规定的任务期限内没有完成任务的，任务并不马上结束，而是继续执行，延期时长相当于给予坐席执行任务的宽限期。
S702、判断任务开始之日至当前时间是否超过任务期限加上延期时长的总和，若否则执行S4，若是则发出报警信息至管理人员。
当坐席在延期之后仍未完成任务的，认定坐席的任务失败，发出报警信息至管理人员。
接上例，以任务的属性还包含延期时长和延期期间的提示方式为例，做具体说明：
假设坐席1234在执行任务满30天后，其话务指标“休息均长”仍未达标，该任务的延期时长为10天，延期期间的提示方式为每天发送4条提示短信给坐席1234。
在延期期间，判断坐席1234执行缩短休息均长的任务是否已满40天；若没有，则执行步骤4，然后判断坐席1234的休息均长是否缩短为8分钟；若是，则每天发送4条提示信息“您执行的缩短休息均长的任务已达标”给坐席1234；若否，则每天发送4条提示信息“您的休息均长为**，未达标，请继续努力”给坐席1234，直到坐席1234执行该任务满40天。
在延期期间经过后，即坐席1234执行缩短休息均长的任务满40天后，若该坐席1234的休息均长未达标(例如休息均长为8’10”)，此时任务正式结束，发出报警信息至管理人员，以提醒管理人员关注坐席1234，采取进一步措施；若该坐席1234的休息均长达标(例如休息均长为7’55”)，此时任务正式结束，无需发出报警信息至管理人员。
其次，本申请提出了一种电子装置，所述电子装置上存储有呼叫中心的 任务跟踪系统20，所述系统20可以被分割为一个或者多个程序模块。
例如，图4示出了所述呼叫中心的任务跟踪系统20第一实施例的程序模块示意图，该实施例中，所述系统20可以被分割为数据获取计算模块201、话务指标判断模块202、任务生成通知模块203、话务指标跟踪模块204、时限判断模块205和结果判断警示模块206。其中，本申请所称的程序模块是指能够完成特定功能的一系列计算机程序指令段。以下描述将具体介绍所述程序模块201-206的具体功能。
所述数据获取计算模块201用于获取呼叫系统记录的话务基础数据，根据所述话务基础数据计算出各项话务指标。
所述话务指标判断模块202用于判断所述各项话务指标是否未达到预设的对应指标阈值。
所述任务生成通知模块203用于当有任意一项话务指标未达到预设的对应指标阈值时，生成与不达标的话务指标相对应的任务发送至所述不达标的话务指标对应的坐席，并通知所述坐席查看任务并执行，所述任务的属性包含话务指标项、任务期限和提示方式。
所述话务指标跟踪模块204用于在任务期限内从呼叫系统中实时获取执行任务的坐席的话务基础数据，根据所述话务基础数据计算出该坐席的各项话务指标，从所述各项话务指标中找出并暂存所述任务对应的话务指标，然后判断暂存的所述话务指标是否未达到预设的指标阈值，并根据任务的属性中包含的提示方式将所述判断结果发送给所述执行任务的坐席以进行提示。
所述时限判断模块205用于判断所述任务的开始之日至当前时间是否超过所述任务的任务期限。
所述结果判断警示模块206用于当所述任务的开始之日至当前时间超过所述任务的任务期限时，判断暂存的所述话务指标是否未达到预设的指标阈值，若是则发出报警信息至管理人员。
通过本系统，可以实现对坐席工作的客观判断，对某些话务指标不达标 的坐席定制任务，使其通过执行任务提高自身的业务水平；同时，在任务的执行期间，对坐席的任务执行情况进行持续跟踪并进行提醒，以使坐席对自身的业务水平提高与否有个直观的了解，更利于其业务水平的提高。
又例如，图5示出了所述呼叫中心的任务跟踪系统20第二实施例的程序模块示意图，该实施例中，所述呼叫中心的任务跟踪系统20还可以被分割为数据获取计算模块201、话务指标判断模块202、任务生成通知模块203、话务指标跟踪模块204、时限判断模块205、结果判断警示模块206、延期时限识别模块207和延期时限判断模块208。
其中，程序模块201-206同第一实施例，此处不再赘述。
所述任务生成通知模块203生成的任务还包含任务失败后的延期时长和延期期间的提示方式。
所述延期时限识别模块207用于判断所述任务中是否包含有延期时长。
所述延期时限判断模块208用于在所述任务中包含有延期时长时，进一步判断所述任务的开始之日至当前时间是否超过所述任务期限加上所述延期时长的总和。
本实施例中增加了延期时长，相当于给予坐席执行任务的宽限期，当在规定的任务期限内没有完成任务时，任务并不马上结束，而是继续执行，直至延期之后仍未完成任务的，才认定坐席的任务失败，发出报警信息至管理人员。
再次，本申请还提出来一种计算机设备。
参阅图5所示，是本申请计算机设备一实施例的硬件架构示意图。本实施例中，所述计算机设备2是一种能够按照事先设定或者存储的指令，自动进行数值计算和/或信息处理的设备。例如，可以是智能手机、平板电脑、笔记本电脑、台式计算机、机架式服务器、刀片式服务器、塔式服务器或机 柜式服务器(包括独立的服务器，或者多个服务器所组成的服务器集群)等。如图所示，所述计算机设备2至少包括，但不限于，可通过系统总线相互通信连接存储器21、处理器22、网络接口23、以及呼叫中心的任务跟踪系统20。其中：
所述存储器21至少包括一种类型的计算机可读存储介质，所述可读存储介质包括闪存、硬盘、多媒体卡、卡型存储器(例如，SD或DX存储器等)、随机访问存储器(RAM)、静态随机访问存储器(SRAM)、只读存储器(ROM)、电可擦除可编程只读存储器(EEPROM)、可编程只读存储器(PROM)、磁性存储器、磁盘、光盘等。在一些实施例中，所述存储器21可以是所述计算机设备2的内部存储单元，例如该计算机设备2的硬盘或内存。在另一些实施例中，所述存储器21也可以是所述计算机设备2的外部存储设备，例如该计算机设备2上配备的插接式硬盘，智能存储卡(Smart Media Card,SMC)，安全数字(Secure Digital,SD)卡，闪存卡(Flash Card)等。当然，所述存储器21还可以既包括所述计算机设备2的内部存储单元也包括其外部存储设备。本实施例中，所述存储器21通常用于存储安装于所述计算机设备2的操作系统和各类应用软件，例如所述呼叫中心的任务跟踪系统20的程序代码等。此外，所述存储器21还可以用于暂时地存储已经输出或者将要输出的各类数据。
所述处理器22在一些实施例中可以是中央处理器(Central Processing Unit，CPU)、控制器、微控制器、微处理器、或其他数据处理芯片。该处理器22通常用于控制所述计算机设备2的总体操作，例如执行与所述计算机设备2进行数据交互或者通信相关的控制和处理等。本实施例中，所述处理器22用于运行所述存储器21中存储的程序代码或者处理数据，例如运行所述的呼叫中心的任务跟踪系统20等。
所述网络接口23可包括无线网络接口或有线网络接口，该网络接口23通常用于在所述计算机设备2与其他计算机设备之间建立通信连接。例如， 所述网络接口23用于通过网络将所述计算机设备2与外部终端相连，在所述计算机设备2与外部终端之间的建立数据传输通道和通信连接等。所述网络可以是企业内部网(Intranet)、互联网(Internet)、全球移动通讯系统(Global System of Mobile communication，GSM)、宽带码分多址(Wideband Code Division Multiple Access，WCDMA)、4G网络、5G网络、蓝牙(Bluetooth)、Wi-Fi等无线或有线网络。
需要指出的是，图5仅示出了具有组件21-23的计算机设备2，但是应理解的是，并不要求实施所有示出的组件，可以替代的实施更多或者更少的组件。
在本实施例中，存储于存储器21中的所述呼叫中心的任务跟踪系统20可以被一个或多个处理器(本实施例为处理器22)所执行，以完成上述呼叫中心的任务跟踪方法的操作。
此外，本申请一种计算机可读存储介质，该计算机可读存储介质为非易失性可读存储介质，其内存储有计算机程序指令，所述计算机程序指令可被至少一个处理器所执行，以使所述至少一个处理器执行上述任一项所述的呼叫中心的任务跟踪方法的步骤。
虽然以上描述了本申请的具体实施方式，但是本领域的技术人员应当理解，这仅是举例说明，本申请的保护范围是由所附权利要求书限定的。本领域的技术人员在不背离本申请的原理和实质的前提下，可以对这些实施方式做出多种变更或修改，但这些变更和修改均落入本申请的保护范围。

Claims (20)

  1. 一种呼叫中心的任务跟踪方法，其特征在于，包括以下步骤：
    S1、获取呼叫系统记录的话务基础数据，根据所述话务基础数据计算出各项话务指标；
    S2、判断所述各项话务指标是否未达到预设的对应指标阈值，若有一项为是则表示该项话务指标不达标，执行S3；
    S3、生成与不达标的话务指标相对应的任务发送至所述不达标的话务指标对应的坐席，并通知所述坐席查看任务并执行，所述任务的属性包含话务指标项、任务期限和提示方式；
    S4、在任务期限内从呼叫系统中实时获取执行任务的坐席的话务基础数据，根据所述话务基础数据计算出该坐席的各项话务指标，然后从各项话务指标中找出并暂存所述任务对应的话务指标；
    S5、判断暂存的话务指标是否未达到预设的指标阈值，并根据任务的属性中包含的提示方式将所述判断结果发送给所述执行任务的坐席以进行提示；
    S6、判断所述任务的开始之日至当前时间是否超过所述任务的任务期限，若是则执行S7，若否则执行S4；
    S7、判断暂存的话务指标是否未达到预设的指标阈值，若是则发出报警信息至管理人员，若否则结束。
  2. 根据权利要求1所述的呼叫中心的任务跟踪方法，其特征在于，所述话务基础数据中和根据所述话务基础数据计算出的所述话务指标中包含有相同的坐席ID，根据所述不达标的话务指标中包含的坐席ID确认所述不达标的话务指标对应的坐席。
  3. 根据权利要求1所述的呼叫中心的任务跟踪方法，其特征在于，所述任务的类型包括缩短件均整理时长、减少呼损率、缩短休息均长和缩短示 忙均长；当坐席的均整理时长超出所有坐席的均整理时长的平均值时，生成缩短件均整理时长的任务；当坐席的呼损数大于所有坐席的呼损率的平均值时，生成减少呼损率的任务；当坐席的休息均长超过所有坐席的休息均长的平均值时，生成缩短休息均长的任务；当坐席的示忙均长超过所有坐席的示忙均长的平均值时，生成缩短示忙均长的任务。
  4. 根据权利要求1所述的呼叫中心的任务跟踪方法，其特征在于，S3中所述任务的数量根据不达标的话务指标的数量而定，同一个坐席在同一时间生成所述任务的数量至少为一个。
  5. 根据权利要求1所述的呼叫中心的任务跟踪方法，其特征在于，S3中所述任务的属性还包含任务失败后的延期时长和延期期间的提示方式。
  6. 根据权利要求5所述的呼叫中心的任务跟踪方法，其特征在于，所述S7中，在发出报警信息至管理人员之前，还包括以下步骤：
    S701、判断所述任务中是否包含有延期时长，若是则执行S702，若否则发出报警信息至管理人员；
    S702、判断所述任务开始之日至当前时间是否超过任务期限加上延期时长的总和，若否则执行S4，若是则发出报警信息至管理人员。
  7. 一种电子装置，其特征在于，所述电子装置上存储有呼叫中心的任务跟踪系统，所述呼叫中心的任务跟踪系统包括：
    数据获取计算模块，用于获取呼叫系统记录的话务基础数据，根据所述话务基础数据计算出各项话务指标；
    话务指标判断模块，用于判断所述各项话务指标是否未达到预设的对应指标阈值；
    任务生成通知模块，用于当有任意一项话务指标未达到预设的对应指标阈值时，生成与不达标的话务指标相对应的任务发送至所述不达标的话务指标对应的坐席，并通知所述坐席查看任务并执行，所述任务的属性包含话务指标项、任务期限和提示方式；
    话务指标跟踪模块，用于在任务期限内从呼叫系统中实时获取执行任务的坐席的话务基础数据，根据所述话务基础数据计算出该坐席的各项话务指标，从所述各项话务指标中找出并暂存所述任务对应的话务指标，然后判断暂存的所述话务指标是否未达到预设的指标阈值，并根据任务的属性中包含的提示方式将所述判断结果发送给所述执行任务的坐席以进行提示；
    时限判断模块，用于判断所述任务开始之日至当前时间是否超过所述任务的任务期限；
    结果判断警示模块，用于当所述任务的开始之日至当前时间超过所述任务的任务期限时，判断暂存的所述话务指标是否未达到预设的指标阈值，若是则发出报警信息至管理人员。
  8. 根据权利要求7所述的电子装置，其特征在于，
    所述任务还包含任务失败后的延期时长和延期期间的提示方式；
    所述呼叫中心的任务跟踪系统还包括：
    延期时限识别模块，用于判断所述任务中是否包含有延期时长；
    延期时限判断模块，用于在所述任务中包含有延期时长时，判断所述任务的开始之日至当前时间是否超过所述任务期限加上所述延期时长的总和。
  9. 一种计算机设备，包括存储器和处理器，其特征在于，所述存储器上存储有可被所述处理器执行的呼叫中心的任务跟踪系统，所述系统被所述处理器执行时实现以下步骤的操作：
    S1、获取呼叫系统记录的话务基础数据，根据所述话务基础数据计算出各项话务指标；
    S2、判断所述各项话务指标是否未达到预设的对应指标阈值，若有一项为是则表示该项话务指标不达标，执行S3；
    S3、生成与不达标的话务指标相对应的任务发送至所述不达标的话务指标对应的坐席，并通知所述坐席查看任务并执行，所述任务的属性包含话务指标项、任务期限和提示方式；
    S4、在任务期限内从呼叫系统中实时获取执行任务的坐席的话务基础数据，根据所述话务基础数据计算出该坐席的各项话务指标，然后从各项话务指标中找出并暂存所述任务对应的话务指标；
    S5、判断暂存的话务指标是否未达到预设的指标阈值，并根据任务的属性中包含的提示方式将所述判断结果发送给所述执行任务的坐席以进行提示；
    S6、判断所述任务的开始之日至当前时间是否超过所述任务的任务期限，若是则执行S7，若否则执行S4；
    S7、判断暂存的话务指标是否未达到预设的指标阈值，若是则发出报警信息至管理人员，若否则结束。
  10. 根据权利要求9所述的计算机设备，其特征在于，所述话务基础数据中和根据所述话务基础数据计算出的所述话务指标中包含有相同的坐席ID，根据所述不达标的话务指标中包含的坐席ID确认所述不达标的话务指标对应的坐席。
  11. 根据权利要求9所述的计算机设备，其特征在于，所述任务的类型包括缩短件均整理时长、减少呼损率、缩短休息均长和缩短示忙均长；当坐席的均整理时长超出所有坐席的均整理时长的平均值时，生成缩短件均整理时长的任务；当坐席的呼损数大于所有坐席的呼损率的平均值时，生成减少呼损率的任务；当坐席的休息均长超过所有坐席的休息均长的平均值时，生成缩短休息均长的任务；当坐席的示忙均长超过所有坐席的示忙均长的平均值时，生成缩短示忙均长的任务。
  12. 根据权利要求9所述的计算机设备，其特征在于，S3中所述任务的数量根据不达标的话务指标的数量而定，同一个坐席在同一时间生成所述任务的数量至少为一个。
  13. 根据权利要求9所述的计算机设备，其特征在于，S3中所述任务的属性还包含任务失败后的延期时长和延期期间的提示方式。
  14. 根据权利要求13所述的计算机设备，其特征在于，所述S7中，在发出报警信息至管理人员之前，还包括以下步骤：
    S701、判断所述任务中是否包含有延期时长，若是则执行S702，若否则发出报警信息至管理人员；
    S702、判断所述任务开始之日至当前时间是否超过任务期限加上延期时长的总和，若否则执行S4，若是则发出报警信息至管理人员。
  15. 一种计算机可读存储介质，其特征在于，所述计算机可读存储介质内存储有计算机程序指令，所述计算机程序指令可被至少一个处理器所执行，以使所述至少一个处理器执行以下步骤的操作：
    S1、获取呼叫系统记录的话务基础数据，根据所述话务基础数据计算出各项话务指标；
    S2、判断所述各项话务指标是否未达到预设的对应指标阈值，若有一项为是则表示该项话务指标不达标，执行S3；
    S3、生成与不达标的话务指标相对应的任务发送至所述不达标的话务指标对应的坐席，并通知所述坐席查看任务并执行，所述任务的属性包含话务指标项、任务期限和提示方式；
    S4、在任务期限内从呼叫系统中实时获取执行任务的坐席的话务基础数据，根据所述话务基础数据计算出该坐席的各项话务指标，然后从各项话务指标中找出并暂存所述任务对应的话务指标；
    S5、判断暂存的话务指标是否未达到预设的指标阈值，并根据任务的属性中包含的提示方式将所述判断结果发送给所述执行任务的坐席以进行提示；
    S6、判断所述任务的开始之日至当前时间是否超过所述任务的任务期限，若是则执行S7，若否则执行S4；
    S7、判断暂存的话务指标是否未达到预设的指标阈值，若是则发出报警信息至管理人员，若否则结束。
  16. 根据权利要求15所述的计算机可读存储介质，其特征在于，所述话务基础数据中和根据所述话务基础数据计算出的所述话务指标中包含有相同的坐席ID，根据所述不达标的话务指标中包含的坐席ID确认所述不达标的话务指标对应的坐席。
  17. 根据权利要求15所述的计算机可读存储介质，其特征在于，所述任务的类型包括缩短件均整理时长、减少呼损率、缩短休息均长和缩短示忙均长；当坐席的均整理时长超出所有坐席的均整理时长的平均值时，生成缩短件均整理时长的任务；当坐席的呼损数大于所有坐席的呼损率的平均值时，生成减少呼损率的任务；当坐席的休息均长超过所有坐席的休息均长的平均值时，生成缩短休息均长的任务；当坐席的示忙均长超过所有坐席的示忙均长的平均值时，生成缩短示忙均长的任务。
  18. 根据权利要求15所述的计算机可读存储介质，其特征在于，S3中所述任务的数量根据不达标的话务指标的数量而定，同一个坐席在同一时间生成所述任务的数量至少为一个。
  19. 根据权利要求15所述的计算机可读存储介质，其特征在于，S3中所述任务的属性还包含任务失败后的延期时长和延期期间的提示方式。
  20. 根据权利要求19所述的计算机可读存储介质，其特征在于，所述S7中，在发出报警信息至管理人员之前，还包括以下步骤：
    S701、判断所述任务中是否包含有延期时长，若是则执行S702，若否则发出报警信息至管理人员；
    S702、判断所述任务开始之日至当前时间是否超过任务期限加上延期时长的总和，若否则执行S4，若是则发出报警信息至管理人员。
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