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System and method for data monitoring of voice line connection duration in distributed call center

A technology of data monitoring system and data monitoring method, which is applied in the field of information services, can solve problems such as difficulty in monitoring the access quality of operators, and achieve the effect of abnormal line improvement

Active Publication Date: 2019-08-20
SHANGHAI CTRIP COMMERCE CO LTD
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] The technical problem to be solved by the present invention is to provide a data monitoring system and method for the connection duration of voice lines in a distributed call center in order to overcome the defect that it is difficult to monitor the access quality of operators in the prior art

Method used

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  • System and method for data monitoring of voice line connection duration in distributed call center
  • System and method for data monitoring of voice line connection duration in distributed call center

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Embodiment

[0032] A data monitoring system for the connection time of voice lines in a distributed call center, such as figure 1 As shown, the data monitoring system includes: a voice relay access system 11, a connection duration data collection and analysis system 12 and a data processing system 13.

[0033] The voice relay access system 11 includes: a protocol conversion module 111 and a gateway system 112 . The protocol conversion module 111 is used to convert the intranet communication protocol of the distributed call center into voice relay in multiple places, and the gateway system 112 is used to route calls to different operators in different regions.

[0034] The connection duration data collection and analysis system 12 is used to access the operator according to the voice relay, and collect the connection duration of the called operator's access when collecting traffic, and save the connection duration to the database 14. Specifically, when collecting traffic, the connection d...

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Abstract

The invention discloses a data monitoring system and a data monitoring method for voice line connection duration of a distributed call center. The data monitoring system comprises a voice relay access system, a connection duration data acquisition and analysis system, and a data processing system, wherein the voice relay access system comprises a protocol conversion module and a gateway system, the protocol conversion module is used for converting an enterprise internal network communication protocol of the distributed call center into multi-area voice relay, and the gateway system is used for routing calls to different operators in different areas; the connection duration data acquisition and analysis system is used for accessing the operators according to the voice relay, and acquiring connection duration of the called operators during telephone traffic; and the data processing system is used for outputting statistical data according to the connection duration. The data monitoring system and the data monitoring method make up for the defect that the operator access quality is difficult to monitor in the prior art, and can realize acquisition and monitoring of the connection duration in a voice relay multi-area multi-operator access environment, so as to discover line abnormality quickly and improve the call-out efficiency of staff of the distributed call center.

Description

technical field [0001] The invention belongs to the information service technology, and in particular relates to a data monitoring system and method for the connection duration of voice lines in a distributed call center. Background technique [0002] Compared with traditional call centers, distributed call centers have great advantages in terms of operating costs, system expansion and remote access. However, as the scale of the enterprise expands and the volume of voice services increases, how to improve the efficiency of outbound calls by employees and detect line faults of operators in a timely manner is a major challenge. In order to monitor the access quality of multiple operators, it is particularly important to collect and process the connection time of calling the customer's mobile phone operator through different operator lines. Contents of the invention [0003] The technical problem to be solved by the present invention is to provide a data monitoring system an...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/22H04M3/51H04L29/08
Inventor 陆亦楠宁攀钧陈凯
Owner SHANGHAI CTRIP COMMERCE CO LTD
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