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Seat monitoring system and implementing method

A monitoring system and seat technology, applied in the direction of special services for subscribers, etc., can solve the problems of not being vivid and intuitive enough, not being able to truly satisfy NGCC, and not having complete monitoring functions, so as to achieve the effect of improving work efficiency and increasing overall control ability

Active Publication Date: 2010-06-09
ZTE CORP
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AI Technical Summary

Problems solved by technology

[0003] With the rapid development of the NGN network, the agent functions in the NGCC call center will develop in the direction of diversification and practicality. According to the demand research, the monitoring functions of the current general agent monitoring system are not complete enough, and the interface display is mostly in the form of data tables, which is not vivid and intuitive enough, and cannot truly meet the needs of NGCC in the future

Method used

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  • Seat monitoring system and implementing method
  • Seat monitoring system and implementing method
  • Seat monitoring system and implementing method

Examples

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Embodiment Construction

[0028] The main concept of the present invention is to propose a seat monitoring system based on the place simulation of graphic elements, that is, after each element (comprising on-site scene and customer representative) of the on-site real scene of the simulated call center is simulated by each graphic element, each graphic element Elements and background constitute the scene simulation map of the call center, and store the information of the scene simulation map according to the data structure formulated in advance, and then apply the place simulation system based on the graphic element to the agent monitoring system of the NGCC (Next Generation Call Center) platform In this way, during the real scene monitoring process, according to the monitoring conditions, read the information of the corresponding scene simulation map saved by the site simulation system, and obtain the corresponding customer representative information from the CTI (Computer Telephony Integration System) t...

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Abstract

The invention discloses a seat monitoring system and an implementing method, relating to the field of customer service center system. The system in the invention comprises a seat monitoring unit, a site data structure module and a site editing module which are connected in sequence, wherein the site editing module is used for adopting different primitives to respectively imitate each article and seat in a simulated call center live action based on the selected background, and generating a scene analogue graph for a call center after filling in each primitive information; the site data structure module is used for storing the information in the scene analogue graph by using a predefined data structure; and the seat monitoring unit is used for reading corresponding information from the stored scene analogue graph according to monitoring conditions, drawing into a monitoring view, reading the information of a customer representative to be monitored from a computer-phone integrated system, displaying the information on the corresponding position in the monitoring view, thus realizing the seat monitoring. The invention has the advantages of displaying the actual condition of the whole site flexibly and perfectly and improving the work efficiency of the monitor position.

Description

technical field [0001] The invention relates to the field of customer service center systems, in particular to a seat monitoring system and an implementation method. Background technique [0002] The agent monitoring system is the main working interface of the supervisor seat or system administrator in the operator's call center. Its function means that the supervisor seat or system administrator can check the working conditions of ordinary customer representatives in the current call center in real time through the monitoring system: including Specific business operations such as monitoring of the current status of each customer representative (including monitoring, interception, interjection, etc.), online question help and answering, and leave approval. [0003] With the rapid development of the NGN network, the agent functions in the NGCC call center will develop in the direction of diversification and practicality. According to the demand research, the monitoring funct...

Claims

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Application Information

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IPC IPC(8): H04M3/51
Inventor 王笑难
Owner ZTE CORP
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