Method and system for monitoring service agents of call center

A call center and monitoring system technology, applied in the field of information services, can solve the problems of high manpower consumption, call centers can only passively wait for agents to report for repairs, and manual processing timeliness, etc., to achieve the effect of improving agent utilization and rapid and agile detection

Active Publication Date: 2015-11-04
SHANGHAI CTRIP COMMERCE CO LTD
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  • Claims
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AI Technical Summary

Problems solved by technology

[0003] The technical problem to be solved by the present invention is to provide a new monitoring method and system for call center agents in order to overcome the defects in the prior art that the call center can only passively wait for the agent to report for repair and manual processing has low timeliness and consumes a lot of manpower

Method used

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  • Method and system for monitoring service agents of call center
  • Method and system for monitoring service agents of call center

Examples

Experimental program
Comparison scheme
Effect test

Embodiment

[0037] A kind of monitoring method of call center agent, see figure 1 , the monitoring method includes the following steps:

[0038] Step 101, deploying an agent detection unit on a first server, and deploying a forced dismissal number unit on a second server. Wherein, the first server is a Linux server, and the seat detection unit utilizes python language to write and start with the Linux background process mode; the second server is a Windows server, and the forced quit work number unit is in the IIS site mode release.

[0039] Step 102 , the agent detection unit reads unconnected call records within a time interval from the call record database of the call center system to detect whether there is an abnormal employee number. Such as reading all unconnected call records within 120 seconds.

[0040] Step 103 : Determine whether there are call records that have not been connected for N consecutive times with the same job number, if yes, then take the corresponding job numbe...

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Abstract

The invention discloses a method and a system for monitoring service agents of a call center. The monitoring method comprises the steps that S1, a service agent detection unit is deployed on a first server, and a badge number forced quitting unit is arranged on a second server; S2, the service agent detection unit detects whether an abnormal badge number exists or not, the badge number forced quitting unit is started when an abnormal badge number exists, and each service agent in the call center corresponds to a unique badge number respectively; S3, the badge number forced quitting unit notifies a cell center system of the abnormal badge number; and S4, the call center forces the abnormal badge number to quit. The method and the system disclosed by the invention make up defects that a cell center in the prior art can only wait repair requests of the service agents passively and is low in manual processing timeliness and high in manpower consumption, can detect the service agent state quickly and promptly, discover problems actively and process abnormal service agents which are unavailable or abnormal timely, and thus improve the utilization rate of the service agents.

Description

technical field [0001] The invention relates to the technical field of information services, in particular to a method and system for monitoring a call center agent. Background technique [0002] At present, the existing agent usage status monitoring and processing is manually checked and processed by the operation and maintenance personnel in the call center, often passively waiting for the agent to report for repair, and then the operation and maintenance personnel manually intervene. Some companies with large-scale call centers have gradually increased the number of call center agents with the rapid development of their corresponding businesses. However, with the increase in the number of agents, manual processing becomes less effective and consumes more manpower. Today, with the rapid development of the Internet and information technology, such enterprises need a new method that can quickly and agilely detect the status of agents, actively find problems, deal with unavai...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/523
Inventor 华吉春张澄宇
Owner SHANGHAI CTRIP COMMERCE CO LTD
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