WO2019227623A1 - 呼叫平台的数据处理方法、装置、设备及存储介质 - Google Patents

呼叫平台的数据处理方法、装置、设备及存储介质 Download PDF

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Publication number
WO2019227623A1
WO2019227623A1 PCT/CN2018/095866 CN2018095866W WO2019227623A1 WO 2019227623 A1 WO2019227623 A1 WO 2019227623A1 CN 2018095866 W CN2018095866 W CN 2018095866W WO 2019227623 A1 WO2019227623 A1 WO 2019227623A1
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Prior art keywords
data
queue
platform
calling
message
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PCT/CN2018/095866
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English (en)
French (fr)
Inventor
徐墨
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平安科技（深圳）有限公司
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Publication of WO2019227623A1 publication Critical patent/WO2019227623A1/zh

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    • 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
    • H04M3/22—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
    • H04M3/523—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 field of data interaction processing, and in particular, to a data processing method, device, device, and storage medium of a call platform.
  • the so-called calling platform 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 handle a large number of customer calls at the same time, automatically allocate incoming calls to the personnel with the corresponding ability to process, and can record and store all incoming call information.
  • call platforms are widely used in various industries, and the scale development is also getting larger and larger.
  • they are generally equipped with a monitoring system for The operator manages and obtains the data of the calling platform for analysis, so that the manager has a comprehensive and objective understanding of the service capabilities of many operators.
  • the technical problem to be solved in this application is to overcome the problems of complex interfacing between the supervisory system and the calling platform in the prior art, does not support multi-platform access and SAAS, and proposes a data processing method, device and device for the calling platform.
  • subscription model quality through the establishment of a set of messaging middleware platform in the supervision system and the calling platform, adopting the publish and subscribe model to integrate and abstract all the common indicators of the phone platform into a unified data interface, which is convenient for docking and supports multiple platform access .
  • a data processing method for a calling platform includes the following steps:
  • S1 Receive data sent from multiple calling platforms, where the data includes an identification code indicating the source of the data; the identification code includes the calling platform ID, company ID, and agent ID;
  • the message subscription end cleans up the received data and stores it in the redis database.
  • the electronic device stores a data processing system of a calling platform.
  • the data processing system of the calling platform includes:
  • a unified interface module configured to receive data sent by multiple calling platforms, the data including an identification code indicating a source of the data; the identification code includes a calling platform ID, a company ID, and an agent ID;
  • a queue management module configured to store the data into one of a plurality of queues according to a storage rule
  • the queue module is used to store data allocated by the queue management module, receive a message subscription request from the message subscriber, and take out the data that meets the requirements from the queue and send it to the message subscriber.
  • the message subscription end is used to periodically send a message subscription request according to the configuration, and to clean up the received data and store it in the redis database.
  • the present application also discloses a computer device including a memory and a processor.
  • the memory stores a data processing system of a calling platform that can be executed by the processor.
  • the system is executed by the processor,
  • S1 Receive data sent from multiple calling platforms, where the data includes an identification code indicating the source of the data; the identification code includes the calling platform ID, company ID, and agent ID;
  • the message subscription end cleans up the received data and stores it in the redis database.
  • the present application also discloses a computer-readable storage medium.
  • the computer-readable storage medium stores computer program instructions, and the computer program instructions can be executed by at least one processor.
  • S1 Receive data sent from multiple calling platforms, where the data includes an identification code indicating the source of the data; the identification code includes the calling platform ID, company ID, and agent ID;
  • the message subscription end cleans up the received data and stores it in the redis database.
  • FIG. 1 shows a flowchart of a first embodiment of a data processing method of a calling platform of the present application
  • FIG. 2 shows a schematic diagram of a program module of a first embodiment of a data processing system of a calling platform in an electronic device of the present application
  • FIG. 3 is a schematic diagram of a hardware architecture of a computer device according to an embodiment of the present application.
  • Computer equipment 2 Data processing system for calling platform 20 Memory twenty one processor twenty two Network Interface twenty three Unified interface module 201 Queue Management Module 202 Queue Module 203 Message Subscriber 204 Process steps S1-S4
  • this application proposes a data processing method for a calling platform.
  • the data processing method of the calling platform includes the following steps:
  • S1 Receive data sent from multiple calling platforms, where the data includes an identification code indicating the source of the data; the identification code includes a calling platform ID, a company ID, and an agent ID.
  • the development of the call platform has more and more functions so far.
  • the call platform is not only used to answer customer calls, but also has data storage and preliminary data processing functions, which can record the work process of each agent without any detail. , Usually stored in the platform's local storage unit.
  • the saved data includes, but is not limited to, the current status, check-in time, total call duration, total calls, incoming calls, incoming call duration, outgoing call times, outgoing call duration, call finishing time, call finishing time, call finishing time, The total number of calls, the number of call losses, the number of breaks, the number of breaks, the number of hold times, the number of hold hours, the number of busy times, the busy hours, the idle hours, the number of requests, and the number of calls. These data are directly recorded by the calling platform and do not need to be calculated. They are equivalent to the original data.
  • identification codes used to indicate the source of the data are automatically added.
  • the identification codes include, but are not limited to, the calling platform ID, company ID, and agent ID. And so on, you can set rules for adding identification codes in the platform to achieve automatic addition of identification codes when saving data.
  • the multiple calling platforms send data according to a preset unified interface specification.
  • This unified interface specification includes four parts: a method, a uniform resource identifier (URL), a request parameter, and a return parameter. Sending data according to this unified interface specification ensures that the data processing system receives data in a uniform format.
  • the calling platform sends data mainly on a regular or quantitative basis.
  • the periodicity indicates that the data is sent at a fixed interval.
  • the quantitative data indicates that the data is sent based on a fixed amount of data.
  • the two sending methods can also be combined to send data in a priority manner.
  • the data is stored in one of a plurality of queues according to a storage rule.
  • each time data is received the data is stored in one of the queues, that is, each data is stored only once.
  • the one-to-one correspondence storage method refers to that the number of queues is equal to the number of calling platforms, and each queue corresponds to one calling platform. After receiving data sent by the calling platform, the data is saved to a queue corresponding to the calling platform. in. Assume that there is more data sent by a certain calling platform, and more data is stored in the corresponding queue, and vice versa.
  • the one-to-one storage method mainly includes the following steps:
  • Step 1 intercept the platform ID contained in the data
  • Step 2 Find out the queue name corresponding to the platform ID included in the data from the preset platform ID-queue name correspondence table;
  • Step 3 Store data in the queue of the queue name.
  • the data stored in this way is arranged in the order of the receiving time and stored in the queue, similar to the principle of the stack.
  • the load balancing storage method refers to that there is no specific correspondence between a calling platform and a queue, but each queue has an upper limit for receiving data. After receiving data from the calling platform, the data stored in the queue is based on the data stored in the queue. Data, the data is stored in the queue with the least amount of stored data, provided that the amount of data stored in each queue cannot exceed its upper limit.
  • the load balancing storage method is adopted. After receiving the stored data, the queue will feedback a queue of stored data to the queue management module. After each storage and each time data is retrieved, a feedback of the queue's stored data will occur. The amount of stored data is loaded with the previous amount of stored data to ensure that the amount of data stored in each queue in the queue management module is up-to-date.
  • the load balancing storage method mainly includes the following steps:
  • Step 1 Find the queue name with the least amount of stored data
  • Step 2 Store the data in the queue with the queue name found.
  • the calling platform and the queue are corresponding.
  • the request described here includes at least the subject name and the queue name.
  • the matching queue is searched for the matching topic.
  • the data is packaged and sent to the message subscriber.
  • the request described here includes at least the subject name and the calling platform ID. According to the request, data corresponding to the subject and the calling platform ID are found from each queue and sent to the message subscriber, which is to find the message sent by a calling platform. Data about a topic is packaged and sent to the message subscriber.
  • the message subscription end cleans up the received data and stores it in the redis database.
  • the data described here is directly recorded by the call system and is equivalent to the original data. Therefore, these data are also recorded in the call system in a record-by-record manner, and are not integrated data. For example: 12345 (agent ID) + call (real-time status), 12345 + (2min) call duration. These data related to agent ID 12345 are stored separately. In this example, there are two records.
  • the merged data refers to a combination of multiple pieces of data generated during a call. For example: a single call will generate multiple data, such as the length of the incoming call, the duration of the call after finishing the call, and the hold time. If these data come from the same call of the same customer service, they will contain the same identifier, and the combined data is the three The data segments with the same identifier in the data are extracted, and the data segments representing different content are added later to form a piece of data.
  • the composition format of the data is preset in the system.
  • the unified format refers to collating the merged data into a file according to a preset format. For example, according to the excel form, the indicators in the data are filled into different headers. Participate in the following table:
  • Calling platform ID Agent ID Call start time ... Call end time 12345 A224767 13:04 ... 13:10 ... ... ... ... ... 12678 B224756 16:00 ... 16:03
  • the method adopts a unified data interface specification, simple access, and supports multi-platform and multi-channel access.
  • the received data from multiple platforms is stored in a queue.
  • a load-balanced storage method is used for data storage, which effectively prevents one-time downloads. Sending too much data may cause congestion.
  • this application proposes an electronic device.
  • the electronic device stores a data processing system 20 of a calling platform, and the system 20 can be divided into one or more program modules.
  • FIG. 2 shows a schematic diagram of a program module of the first embodiment of the data processing system 20 of the calling platform.
  • the system 20 can be divided into a unified interface module 201, a queue management module 202, and a queue module. 203 and message subscriber 204.
  • 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 201-204.
  • the unified interface module 201 is configured to receive data sent by multiple calling platforms, where the data includes an identification code indicating a source of the data; the identification code includes a calling platform ID, a company ID, and an agent ID.
  • the calling platform is not only used to answer customer calls, but also has data storage and preliminary data processing functions, which can record the work process of each agent without any detail, usually stored in the platform's local storage unit.
  • the saved data includes but is not limited to the current status, check-in time, total call duration, total number of calls, incoming call times, incoming call duration, outgoing call times, outgoing call duration, call finishing time, call finishing time, The total number of calls, the number of call losses, the number of breaks, the number of breaks, the number of hold times, the number of hold hours, the number of busy times, the busy hours, the idle hours, the number of requests, and the number of calls. These data are directly recorded by the calling platform and do not need to be calculated. They are equivalent to the original data.
  • identification codes used to indicate the source of the data are automatically added.
  • the identification codes include, but are not limited to, the calling platform ID, company ID, and agent ID. And so on, you can set rules for adding identification codes in the platform to achieve automatic addition of identification codes when saving data.
  • the multiple calling platforms send data according to a preset unified interface specification.
  • This unified interface specification includes four parts: a method, a uniform resource identifier (URL), a request parameter, and a return parameter. Sending data according to this unified interface specification ensures that the data processing system receives data in a uniform format.
  • the calling platform sends data mainly on a regular or quantitative basis.
  • the periodicity indicates that the data is sent at a fixed interval.
  • the quantitative data indicates that the data is sent based on a fixed amount of data.
  • the two sending methods can also be combined to send data in a priority manner.
  • the queue management module 202 is configured to store the data into one of a plurality of queues according to a storage rule.
  • each time data is received the data is stored in one of the queues, that is, each data is stored only once.
  • the one-to-one correspondence storage method refers to that the number of queues is equal to the number of calling platforms, and each queue corresponds to one calling platform. After receiving data sent by the calling platform, the data is saved to a queue corresponding to the calling platform. in. Assume that there is more data sent by a certain calling platform, and more data is stored in the corresponding queue, and vice versa.
  • the one-to-one storage method mainly includes the following steps:
  • Step 1 intercept the platform ID contained in the data
  • Step 2 Find out the queue name corresponding to the platform ID included in the data from the preset platform ID-queue name correspondence table;
  • Step 3 Store data in the queue of the queue name.
  • the data stored in this way is arranged in the order of the receiving time and stored in the queue, similar to the principle of the stack.
  • the load balancing storage method refers to that there is no specific correspondence between a calling platform and a queue, but each queue has an upper limit for receiving data. After receiving data from the calling platform, the data stored in the queue is based on the data stored in the queue. Data, the data is stored in the queue with the least amount of stored data, provided that the amount of data stored in each queue cannot exceed its upper limit.
  • the load balancing storage method is adopted. After receiving the stored data, the queue will feedback a queue of stored data to the queue management module. After each storage and each time data is retrieved, a feedback of the queue's stored data will occur. The amount of stored data is loaded with the previous amount of stored data to ensure that the amount of data stored in each queue in the queue management module is up-to-date.
  • the load balancing storage method mainly includes the following steps:
  • Step 1 Find the queue name with the least amount of stored data
  • Step 2 Store the data in the queue with the queue name found.
  • the queue module 203 is configured to store data allocated by the queue management module, receive a message subscription request from a message subscriber, and extract data from the queue that meets the request requirements and send it to the message subscriber.
  • the request corresponds to two types:
  • the calling platform and the queue are corresponding.
  • the request described here includes at least the subject name and the queue name.
  • the matching queue is searched for the matching topic.
  • the data is packaged and sent to the message subscriber.
  • the request described here includes at least the subject name and the calling platform ID. According to the request, data corresponding to the subject and the calling platform ID are found from each queue and sent to the message subscriber, which is to find the message sent by a calling platform. Data about a topic is packaged and sent to the message subscriber.
  • the message subscribing terminal 204 is configured to send a message subscription request periodically according to the configuration, and clean up the received data and store it in the redis database.
  • the data described here is directly recorded by the call system and is equivalent to the original data. Therefore, these data are also recorded in the call system in a record-by-record manner, and are not integrated data. For example: 12345 (agent ID) + call (real-time status), 12345 + (2min) call duration. These data related to agent ID 12345 are stored separately. In this example, there are two records.
  • the merged data refers to a combination of multiple pieces of data generated during a call. For example: a single call will generate multiple data, such as the length of the incoming call, the duration of the call after finishing the call, and the hold time. If these data come from the same call of the same customer service, they will contain the same identifier, and the combined data is the three The data segments with the same identifier in the data are extracted, and the data segments representing different content are added later to form a piece of data.
  • the composition format of the data is preset in the system.
  • the unified format refers to collating the merged data into a file according to a preset format. For example, according to the excel table, the indicators in the data are filled into different headers. See the table described in the first embodiment of the method. .
  • This system adopts a unified data interface specification, simple access, supports multi-platform and multi-channel access, queues the received data from multiple platforms, and particularly adopts load-balanced storage for data storage, which effectively prevents one-time downloads. Sending too much data may cause congestion.
  • this application also proposes a computer device.
  • FIG. 3 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, a tablet computer, a notebook computer, a desktop computer, a rack server, a blade server, a tower server, or a rack server (including an independent server or a server cluster composed 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 data processing system 20 of a calling platform 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 types of application software installed on the computer device 2, such as program codes of the data processing system 20 of the calling platform.
  • 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 data processing system 20 of the calling platform.
  • 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. 3 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 data processing system 20 of the calling platform stored in the memory 21 may be executed by one or more processors (processor 22 in this embodiment) to complete the data processing method of the calling platform. 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. To implement the data processing method of the call platform or the operation of the electronic device.

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Abstract

本申请公开了一种呼叫平台的数据处理方法，属于数据处理领域。一种呼叫平台的数据处理方法，包括以下步骤：S1、接收多个呼叫平台发送来的数据，所述数据中包含有表示数据来源的身份识别码；S2、将所述数据按存储规则存入多个队列中的其中一个队列；S3、接收消息订阅端发来的消息订阅的请求，从队列中取出符合请求要求的数据打包发送给消息订阅端；S4、消息订阅端对接收到的数据进行清理后存入到redis数据库中。本申请中的数据接口规范、接入简单、支持多平台多渠道接入及SAAS化。

Description

呼叫平台的数据处理方法、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201810537986.4、名称为“呼叫平台的数据处理方法、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
本申请涉及数据交互处理领域，尤其涉及一种呼叫平台的数据处理方法、装置、设备及存储介质。
背景技术
所谓呼叫平台是一种基于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。企业通过呼叫平台，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。
如今呼叫平台在各行各业被广泛应用，且规模发展也越来越大；与此同时，为了对话务人员进行更好地管理，督促其精进服务能力，一般都配有监管系统对呼叫平台的话务人员进行管理，通过获取呼叫平台的数据进行分析，使得管理人员对众多话务人员的服务能力有全面客观的认识。
但是，现在很多大型企业可能同时配备多套呼叫平台，根据具体业务需求进行定制开发，然而传统的监管系统通常只能对接一套呼叫平台，且还需要针对不同平台做一些定制化开发，对接复杂，不支持多平台接入以及SAAS(Software-as-a-Service，软件即服务)化，不便于运营人员统筹管理话务人员。
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监管系统与呼叫平台对接复杂、不支持多平台接入以及SAAS化的问题，提出了一种呼叫平台的数据处理方法、装置、设备采用发布和订阅的模式质，通过在监管系统与呼叫平台搭建一套消息中间件平台，采用发布和订阅的模式将电话平台的所有常用指标整合抽象成统一的数据接口，方便对接，支持多平台接入。
本申请是通过下述技术方案来解决上述技术问题：
一种呼叫平台的数据处理方法，包括以下步骤：
S1、接收多个呼叫平台发送来的数据，所述数据中包含有表示数据来源的身份识别码；所述身份识别码包括呼叫平台ID、公司ID和坐席ID；
S2、将所述数据按存储规则存入多个队列中的其中一个队列；
S3、接收消息订阅端发来的消息订阅的请求，从队列中取出符合请求要求的数据打包发送给消息订阅端；
S4、消息订阅端对接收到的数据进行清理后存入到redis数据库中。
本申请还公开了一种电子装置，所述电子装置上存储有呼叫平台的数据处理系统，所述呼叫平台的数据处理系统包括：
统一接口模块，用于接收多个呼叫平台发送来的数据，所述数据中包含有表示数据来源的身份识别码；所述身份识别码包括呼叫平台ID、公司ID和坐席ID；
队列管理模块，用于将所述数据按存储规则存入多个队列中的其中一个队列；
队列模块，用于存储队列管理模块分配的数据，并接收消息订阅端发来的消息订阅的请求，从队列中取出符合请求要求的数据打包发送给消息订阅端；
消息订阅端，用于根据配置定时发送消息订阅的请求，以及对接收到的 数据进行清理后存入到redis数据库中。
本申请还公开了一种计算机设备，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平台的数据处理系统，所述系统被所述处理器执行时
实现以下步骤：
S1、接收多个呼叫平台发送来的数据，所述数据中包含有表示数据来源的身份识别码；所述身份识别码包括呼叫平台ID、公司ID和坐席ID；
S2、将所述数据按存储规则存入多个队列中的其中一个队列；
S3、接收消息订阅端发来的消息订阅的请求，从队列中取出符合请求要求的数据打包发送给消息订阅端；
S4、消息订阅端对接收到的数据进行清理后存入到redis数据库中。
本申请还公开了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，
以实现以下步骤：
S1、接收多个呼叫平台发送来的数据，所述数据中包含有表示数据来源的身份识别码；所述身份识别码包括呼叫平台ID、公司ID和坐席ID；
S2、将所述数据按存储规则存入多个队列中的其中一个队列；
S3、接收消息订阅端发来的消息订阅的请求，从队列中取出符合请求要求的数据打包发送给消息订阅端；
S4、消息订阅端对接收到的数据进行清理后存入到redis数据库中。
本申请的积极进步效果在于：本申请中的数据接口规范、接入简单、支持多平台多渠道接入及SAAS化。
附图说明
图1示出了本申请呼叫平台的数据处理方法实施例一的流程图；
图2示出了本申请电子装置中呼叫平台的数据处理系统第一实施例的程序模块示意图；
图3示出了本申请计算机设备一实施例的硬件架构示意图。
附图标记：
计算机设备 2
呼叫平台的数据处理系统 20
存储器 21
处理器 22
网络接口 23
统一接口模块 201
队列管理模块 202
队列模块 203
消息订阅端 204
流程步骤 S1-S4
本申请目的的实现、功能特点及优点将结合实施例，参照附图做进一步说明。
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平台的数据处理方法。
在实施例一中，如图1所示，所述的呼叫平台的数据处理方法包括如下 步骤：
S1、接收多个呼叫平台发送来的数据，所述数据中包含有表示数据来源的身份识别码；所述身份识别码包括呼叫平台ID、公司ID和坐席ID。
所述呼叫平台发展至今已具备越来越多的功能，呼叫平台不仅仅用来接打客户电话，还具备数据存储和数据初步处理功能，可以将每个坐席的工作过程事无巨细地记录下来，通常都保存在平台的本地存储单元中。
保存的数据包括但不限于当前状态、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。这些数据是由呼叫平台直接记录下来的，无需经过计算得出，相当于原始数据，
而为了区分数据的来源，数据在保存到平台的本地存储单元时，都会自动添加一些用于表示数据来源的身份识别码，所述身份识别码包括但不限于呼叫平台ID、公司ID和坐席ID等，可以根据需要在平台中设置身份识别码添加规则，以实现在保存数据时的身份识别码自动添加。
所述多个呼叫平台根据预设的统一的接口规范发送数据，这个统一的接口规范包括四部分：方法、统一资源标识符(URL)、请求参数和返回参数。根据这个统一的接口规范发送数据，可保证数据处理系统接收到统一格式的数据。
所述呼叫平台发送数据以定期或定量为主，所述定期表示固定间隔时间发送，所述定量表示按固定数据量发送，也可以两种发送方式结合，以优先达到的方式进行发送。
S2、将所述数据按存储规则存入多个队列中的其中一个队列。
所述队列有若干个，每次接收到数据后，将数据存入到若干个队列中的其中一个队列中，即每个数据只存储一次。
所述存储规则由两种，以下进行主要介绍：
一、一一对应存储方式
所述一一对应存储方式指的是，队列数量等同于呼叫平台的数量，每个队列对应一个呼叫平台，接收到呼叫平台发送来的数据后，将数据保存到与该呼叫平台相对应的队列中。假设某一呼叫平台发送的数据多，则与之对应的队列中所存储的数据就多，反之亦然。
所述一一对应存储方式主要包括以下几个步骤：
步骤1：截取数据中包含的平台ID；
步骤2：从预设的平台ID-队列名称对应表中，查找出与所述数据中包含的平台ID相对应的队列名称；
步骤3：将数据存储到所述队列名称的队列中。
按此方式存储的数据按接收时间的先后顺序进行排列保存在队列中，类似于堆栈的原理。
二、负载均衡存储方式
所述负载均衡存储方式指的是，呼叫平台与队列之间没有特定的对应关系，但每个队列都有一个接收数据的上限，当接收到呼叫平台发来的数据后，根据队列已存数据量，将数据存入已存数据量最少的队列中，前提是每个队列所存的数据量不能超出其上限。
采用负载均衡存储方式，队列在接收存储的数据后，会向队列管理模块反馈一个队列已存数据量，每次存储后及每次数据被取出后，都会发生反馈一个队列已存数据量，最新的已存数据量负载在先的已存数据量，以保证队列管理模块中各队列已存数据量为最新的。
所述负载均衡存储方式主要包括以下几个步骤：
步骤1：查找已存数据量最少的队列名称；
步骤2：将数据存储到查找到的所述队列名称的队列中。
S3、接收消息订阅端发来的消息订阅的请求，从队列中取出符合请求要求的数据打包发送给消息订阅端。
对应S2中的两种存储方式，请求中包含的有所区别，以下具体说明：
一、对应于一一对应存储方式
由于采用一一对应存储方式时，呼叫平台和队列是相对应的，为方便快速获取到资料，这里所述的请求至少包含有主题名称和队列名称，根据队列名称从相应的队列中查找符合主题的数据打包发送给消息订阅端。
二、对应于负载均衡存储方式
由于采用负载均衡存储方式时，呼叫平台与队列之间没有对应关系，各呼叫平台发送来的数据是打乱存入到各队列中。因此，这里所述的请求至少包含有主题名称和呼叫平台ID，根据所述请求从各个队列中查找出符合主题和呼叫平台ID的数据打包发送给消息订阅端，即查找某个呼叫平台发送的关于某个主题的数据打包发送给消息订阅端。
S4、消息订阅端对接收到的数据进行清理后存入到redis数据库中。
这里所述的数据是呼叫系统直接记录下来的，相当于原始数据，因此这些数据也是以一条条记录的方式记录在呼叫系统中，并不是经过整合后的数据。例如：12345(坐席ID)+通话中(实时状态)、12345+(2min)通话时长，这些与坐席ID为12345相关的数据是分开保存的，本例中具体为两条记录。
当消息订阅端接收到这些零散的数据后，需要对其进行加工(清理)，具体包括合并数据和统一格式两步：
所述合并数据是指将一通电话过程中产生的多条数据合并成一条数据。例如：一通电话会产生多个数据，呼入通话时长、话后整理时长、保持时长等，如果这些数据来自同一个客服的同一通电话，那么会包含相同的标识符，合并数据就是把这三条数据中相同的标识符的数据段提取出来，再将表示不 同内容的数据段添加在后面，组成一条数据，数据的组成格式是预设在系统中的。
所述统一格式是指将合并后的数据按预设的格式整理到一个文件中，比如按excel表格将数据中各项指标填入不同的表头下，参加下表：
呼叫平台ID 坐席ID 通话开始时间 …… 通话结束时间
12345 A224767 13:04 …… 13:10
…… …… …… …… ……
12678 B224756 16:00 …… 16:03
本方法采用统一的数据接口规范、接入简单、支持多平台多渠道接入，对接收到的来自多个平台的数据进行队列存储，特别采用负载均衡存储方式进行数据存储，有效防止一次性下发数据过多可能产生的堵塞情况。
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平台的数据处理系统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2示出了所述呼叫平台的数据处理系统20第一实施例的程序模块示意图，该实施例中，所述系统20可以被分割为统一接口模块201、队列管理模块202、队列模块203和消息订阅端204。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201-204的具体功能。
所述统一接口模块201用于接收多个呼叫平台发送来的数据，所述数据中包含有表示数据来源的身份识别码；所述身份识别码包括呼叫平台ID、公司ID和坐席ID。
所述呼叫平台不仅仅用来接打客户电话，还具备数据存储和数据初步处理功能，可以将每个坐席的工作过程事无巨细地记录下来，通常都保存在平台的本地存储单元中。
保存的数据包括但不限于当前状态、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。这些数据是由呼叫平台直接记录下来的，无需经过计算得出，相当于原始数据，
而为了区分数据的来源，数据在保存到平台的本地存储单元时，都会自动添加一些用于表示数据来源的身份识别码，所述身份识别码包括但不限于呼叫平台ID、公司ID和坐席ID等，可以根据需要在平台中设置身份识别码添加规则，以实现在保存数据时的身份识别码自动添加。
所述多个呼叫平台根据预设的统一的接口规范发送数据，这个统一的接口规范包括四部分：方法、统一资源标识符(URL)、请求参数和返回参数。根据这个统一的接口规范发送数据，可保证数据处理系统接收到统一格式的数据。
所述呼叫平台发送数据以定期或定量为主，所述定期表示固定间隔时间发送，所述定量表示按固定数据量发送，也可以两种发送方式结合，以优先达到的方式进行发送。
所述队列管理模块202用于将所述数据按存储规则存入多个队列中的其中一个队列。
所述队列有若干个，每次接收到数据后，将数据存入到若干个队列中的其中一个队列中，即每个数据只存储一次。
所述存储规则由两种，以下进行主要介绍：
一、一一对应存储方式
所述一一对应存储方式指的是，队列数量等同于呼叫平台的数量，每个队列对应一个呼叫平台，接收到呼叫平台发送来的数据后，将数据保存到与该呼叫平台相对应的队列中。假设某一呼叫平台发送的数据多，则与之对应的队列中所存储的数据就多，反之亦然。
所述一一对应存储方式主要包括以下几个步骤：
步骤1：截取数据中包含的平台ID；
步骤2：从预设的平台ID-队列名称对应表中，查找出与所述数据中包含的平台ID相对应的队列名称；
步骤3：将数据存储到所述队列名称的队列中。
按此方式存储的数据按接收时间的先后顺序进行排列保存在队列中，类似于堆栈的原理。
二、负载均衡存储方式
所述负载均衡存储方式指的是，呼叫平台与队列之间没有特定的对应关系，但每个队列都有一个接收数据的上限，当接收到呼叫平台发来的数据后，根据队列已存数据量，将数据存入已存数据量最少的队列中，前提是每个队列所存的数据量不能超出其上限。
采用负载均衡存储方式，队列在接收存储的数据后，会向队列管理模块反馈一个队列已存数据量，每次存储后及每次数据被取出后，都会发生反馈一个队列已存数据量，最新的已存数据量负载在先的已存数据量，以保证队列管理模块中各队列已存数据量为最新的。
所述负载均衡存储方式主要包括以下几个步骤：
步骤1：查找已存数据量最少的队列名称；
步骤2：将数据存储到查找到的所述队列名称的队列中。
所述队列模块203用于存储队列管理模块分配的数据，并接收消息订阅端发来的消息订阅的请求，从队列中取出符合请求要求的数据打包发送给消息订阅端。
针对所述队列管理模块202可能采取的两种存储方式，所述请求对应有两种：
一、对应于一一对应存储方式
由于采用一一对应存储方式时，呼叫平台和队列是相对应的，为方便快速获取到资料，这里所述的请求至少包含有主题名称和队列名称，根据队列 名称从相应的队列中查找符合主题的数据打包发送给消息订阅端。
二、对应于负载均衡存储方式
由于采用负载均衡存储方式时，呼叫平台与队列之间没有对应关系，各呼叫平台发送来的数据是打乱存入到各队列中。因此，这里所述的请求至少包含有主题名称和呼叫平台ID，根据所述请求从各个队列中查找出符合主题和呼叫平台ID的数据打包发送给消息订阅端，即查找某个呼叫平台发送的关于某个主题的数据打包发送给消息订阅端。
所述消息订阅端204用于根据配置定时发送消息订阅的请求，以及对接收到的数据进行清理后存入到redis数据库中。
这里所述的数据是呼叫系统直接记录下来的，相当于原始数据，因此这些数据也是以一条条记录的方式记录在呼叫系统中，并不是经过整合后的数据。例如：12345(坐席ID)+通话中(实时状态)、12345+(2min)通话时长，这些与坐席ID为12345相关的数据是分开保存的，本例中具体为两条记录。
当消息订阅端接收到这些零散的数据后，需要对其进行加工(清理)，具体包括合并数据和统一格式两步：
所述合并数据是指将一通电话过程中产生的多条数据合并成一条数据。例如：一通电话会产生多个数据，呼入通话时长、话后整理时长、保持时长等，如果这些数据来自同一个客服的同一通电话，那么会包含相同的标识符，合并数据就是把这三条数据中相同的标识符的数据段提取出来，再将表示不同内容的数据段添加在后面，组成一条数据，数据的组成格式是预设在系统中的。
所述统一格式是指将合并后的数据按预设的格式整理到一个文件中，比如按excel表格将数据中各项指标填入不同的表头下，参见方法实施例一中所述的表格。
本系统采用统一的数据接口规范、接入简单、支持多平台多渠道接入， 对接收到的来自多个平台的数据进行队列存储，特别采用负载均衡存储方式进行数据存储，有效防止一次性下发数据过多可能产生的堵塞情况。
再次，本申请还提出来一种计算机设备。
参阅图3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、以及呼叫平台的数据处理系统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，例如所述呼叫平台的数据处理系统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平台的数据处理系统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3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中的所述呼叫平台的数据处理系统20可以被一个或多个处理器(本实施例为处理器22)所执行，以完成上述呼叫平台的数据处理方法的操作。
此外，本申请一种计算机可读存储介质，所述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，以实现上述呼叫平台的数据处理方法或电子装置的操作。
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. 一种呼叫平台的数据处理方法，其特征在于，包括以下步骤：
    S1、接收多个呼叫平台发送来的数据，所述数据中包含有表示数据来源的身份识别码；所述身份识别码包括呼叫平台ID、公司ID和坐席ID；
    S2、将所述数据按存储规则存入多个队列中的其中一个队列；
    S3、接收消息订阅端发来的消息订阅的请求，从队列中取出符合请求要求的数据打包发送给消息订阅端；
    S4、消息订阅端对接收到的数据进行清理后存入到redis数据库中。
  2. 根据权利要求1所述的呼叫平台的数据处理方法，其特征在于，所述多个呼叫平台根据预设的统一的接口规范发送数据。
  3. 根据权利要求1所述的呼叫平台的数据处理方法，其特征在于，所述存储规则为一一对应存储方式，所述将所述数据按存储规则存入多个队列中的其中一个队列包括：
    所述队列与所述呼叫平台一一对应，所述呼叫平台发送来的数据存储至与该呼叫平台相对应的队列中。
  4. 根据权利要求3所述的呼叫平台的数据处理方法，其特征在于所述消息订阅的请求至少包含有主题名称和队列名称，所述从队列中取出符合请求要求的数据打包发送给消息订阅端包括：
    根据队列名称从相应的队列中查找符合主题名称的数据打包发送给消息订阅端。
  5. 根据权利要求1所述的呼叫平台的数据处理方法，其特征在于，所述存储规则为负载均衡存储方式，所述将所述数据按存储规则存入多个队列中的其中一个队列包括：
    根据队列已存数据量，将呼叫平台发送来的数据存入已存数据量最少的队列中。
  6. 根据权利要求5所述的呼叫平台的数据处理方法，其特征在于，所述消息订阅的请求至少包含有主题名称和呼叫平台ID，所述从队列中取出符合请求要求的数据打包发送给消息订阅端包括：
    根据所述请求从各个队列中查找出符合主题名称和呼叫平台ID的数据打包发送给消息订阅端。
  7. 根据权利要求5所述的呼叫平台的数据处理方法，其特征在于，S4中所述对接收到的数据进行清理包括以下步骤：
    S41、合并数据，将一通电话过程中产生的多条数据合并成一条数据；
    S42、统一格式，将合并后的数据按预设的格式整理到一个文件中。
  8. 一种电子装置，其特征在于，所述电子装置上存储有呼叫平台的数据处理系统，所述呼叫平台的数据处理系统包括：
    统一接口模块，用于接收多个呼叫平台发送来的数据，所述数据中包含有表示数据来源的身份识别码；所述身份识别码包括呼叫平台ID、公司ID和坐席ID；
    队列管理模块，用于将所述数据按存储规则存入多个队列中的其中一个队列；
    队列模块，用于存储队列管理模块分配的数据，并接收消息订阅端发来的消息订阅的请求，从队列中取出符合请求要求的数据打包发送给消息订阅端；
    消息订阅端，用于根据配置定时发送消息订阅的请求，以及对接收到的数据进行清理后存入到redis数据库中。
  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平台的数据处理系统，所述系统被所述处理器执行时实现以下步骤：
    S1、接收多个呼叫平台发送来的数据，所述数据中包含有表示数据来源的身份识别码；所述身份识别码包括呼叫平台ID、公司ID和坐席ID；
    S2、将所述数据按存储规则存入多个队列中的其中一个队列；
    S3、接收消息订阅端发来的消息订阅的请求，从队列中取出符合请求要求的数据打包发送给消息订阅端；
    S4、消息订阅端对接收到的数据进行清理后存入到redis数据库中。
  10. 根据权利要求9所述的计算机设备，其特征在于，所述多个呼叫平台根据预设的统一的接口规范发送数据；
    所述存储规则为一一对应存储方式，所述将所述数据按存储规则存入多个队列中的其中一个队列包括：
    所述队列与所述呼叫平台一一对应，所述呼叫平台发送来的数据存储至与该呼叫平台相对应的队列中。
  11. 根据权利要求10所述的计算机设备，其特征在于，所述消息订阅的请求至少包含有主题名称和队列名称，所述从队列中取出符合请求要求的数据打包发送给消息订阅端包括：
    根据队列名称从相应的队列中查找符合主题名称的数据打包发送给消息订阅端。
  12. 根据权利要求9所述的计算机设备，其特征在于，所述存储规则为负载均衡存储方式，所述将所述数据按存储规则存入多个队列中的其中一个队列包括：
    根据队列已存数据量，将呼叫平台发送来的数据存入已存数据量最少的队列中。
  13. 根据权利要求12所述的计算机设备，其特征在于，所述消息订阅的请求至少包含有主题名称和呼叫平台ID，所述从队列中取出符合请求要求的数据打包发送给消息订阅端包括：
    根据所述请求从各个队列中查找出符合主题名称和呼叫平台ID的数据打包发送给消息订阅端。
  14. 根据权利要求12所述的计算机设备，其特征在于，S4中所述对接 收到的数据进行清理包括以下步骤：
    S41、合并数据，将一通电话过程中产生的多条数据合并成一条数据；
    S42、统一格式，将合并后的数据按预设的格式整理到一个文件中。
  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，以实现以下步骤：
    S1、接收多个呼叫平台发送来的数据，所述数据中包含有表示数据来源的身份识别码；所述身份识别码包括呼叫平台ID、公司ID和坐席ID；
    S2、将所述数据按存储规则存入多个队列中的其中一个队列；
    S3、接收消息订阅端发来的消息订阅的请求，从队列中取出符合请求要求的数据打包发送给消息订阅端；
    S4、消息订阅端对接收到的数据进行清理后存入到redis数据库中。
  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，所述多个呼叫平台根据预设的统一的接口规范发送数据；
    所述存储规则为一一对应存储方式，所述将所述数据按存储规则存入多个队列中的其中一个队列包括：
    所述队列与所述呼叫平台一一对应，所述呼叫平台发送来的数据存储至与该呼叫平台相对应的队列中。
  17. 根据权利要求16所述的计算机可读存储介质，其特征在于，所述消息订阅的请求至少包含有主题名称和队列名称，所述从队列中取出符合请求要求的数据打包发送给消息订阅端包括：
    根据队列名称从相应的队列中查找符合主题名称的数据打包发送给消息订阅端。
  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，所述存储规则为负载均衡存储方式，所述将所述数据按存储规则存入多个队列中的其中一个队列包括：
    根据队列已存数据量，将呼叫平台发送来的数据存入已存数据量最少的队列中。
  19. 根据权利要求18所述的计算机可读存储介质，其特征在于，所述消息订阅的请求至少包含有主题名称和呼叫平台ID，所述从队列中取出符合请求要求的数据打包发送给消息订阅端包括：
    根据所述请求从各个队列中查找出符合主题名称和呼叫平台ID的数据打包发送给消息订阅端。
  20. 根据权利要求18所述的计算机可读存储介质，其特征在于，S4中所述对接收到的数据进行清理包括以下步骤：
    S41、合并数据，将一通电话过程中产生的多条数据合并成一条数据；
    S42、统一格式，将合并后的数据按预设的格式整理到一个文件中。
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