Call center monitoring method, device and system

Abstract

The invention discloses a call center monitoring method, a call center monitoring device and a call center monitoring system, wherein the method comprises the steps that the operating parameters of each piece of communication equipment are collected according to the acquisition protocol of each piece of communication equipment, and the operating parameters include the state parameter and the performance parameter; the collected operating parameters of each piece of communication equipment are stored; alarm inquiries of different communication equipment are carried out according to the stored operating parameters of different communication equipment; the alarm inquiry comprises: whether the stored operating parameters of the communication equipment are matched with the preset parameter target values or not are judged, and alarm information is sent when mismatching occurs. According to the method, the device and the system, one monitoring platform is adopted to monitor a call center as one integral monitoring object, and the invention avoids the situation in the prior art that multiple monitoring platforms are used, each monitoring platform corresponds to one type of communication equipment, and communication equipment in the call center is monitored in a centralized manner. When communication equipment is in fault, alarm information can be sent automatically, monitoring staff do not need to query and find out the fault actively, and the maintenance efficiency of the call center is improved.

Description

technical field [0001] The present invention relates to the technical field of network communication, and more specifically relates to a call center monitoring method, device and system. Background technique [0002] A call center is a service organization composed of a group of service personnel in a relatively concentrated place. It usually uses computer communication technology to handle telephone inquiries from enterprises and customers, especially with the ability to handle a large number of incoming calls at the same time. It shows that incoming calls can be automatically assigned to personnel with corresponding skills, and all incoming call information can be recorded and stored. [0003] Nowadays, call centers are widely used in various industries, and customer relationship management has attracted more and more attention from enterprises. With the large-scale development of call centers, the importance of call center platform maintenance has become increasingly app...

AI Technical Summary

Problems solved by technology

[0004] The present invention provides a call center monitoring method, device and system to solve the technical problem of low call center maintenance efficiency caused by decentralized call center platform management and maintenance in the prior art, so as to improve call center maintenance efficiency

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