Video quality check system and method

Abstract

A video quality control system and method: a VQCS (101) is used to receive a video quality control request (201), and send (202)the video quality control request to a CTI server (102); the CTI server (102) is used to receive the video quality control request, and obtain a corresponding agent video information (CAMI) (203), and send (204) quality control information comprising the video quality control request and the CAMI to a media gateway of a CC (103); the media gateway of the CC (103) is used to receive the quality control information, send (205) the quality control information to a media server of an IVS (104), and receive quality control video information corresponding to the quality control information fed back by the media server of the IVS (104), and send (208) the quality control video information to the VQCS (101); the VQCS (101) is also used to receive the quality control video information and perform quality control according to the quality control video information (209).

Description

technical field [0001] The invention relates to the field of computers, in particular to a video quality inspection system and method. Background technique [0002] With the development of communication technology and computer technology, the existing contact center (CC for short) can flexibly handle a large number of incoming and outgoing calls. It is automatically routed to the agents with relevant skills for service, and then managed through the CC monitoring system, analyzing the work behavior of the agents, and making timely adjustments. [0003] However, the existing CC quality inspection system performs quality inspection through the quality inspection monitoring server, and the quality inspection server obtains basic information of the agent such as job number, skill, position, etc. The location information in the computer telephony integration (CTI) server, and the agent status information is obtained from the computer telephony integration (CTI) server. The posit...

AI Technical Summary

Problems solved by technology

[0003] However, the existing CC quality inspection system performs quality inspection through the quality inspection monitoring server, and the quality inspection server obtains basic information of the agent such as job number, skill, position, etc. The location information in the computer telephony integration (CTI) server, and the agent status information is obtained from the computer telephony integration (CTI) server. The position information of the agent and the state information of the agent are inspected, and the state information of the agent obtained by the CTI server can only determine whether the agent is in an idle state or a busy state, but cannot obtain whether the agent corresponding to the agent is In the corresponding station, the acquired state information of the agent is inaccurate, resulting in inaccurate quality inspection results obtained based on the state information of the agent, and thus the existing CC quality inspection system has the accuracy of the quality inspection results low technical issues

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