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Method for timely discovery of telephone traffic system problems through telephone traffic platform data

A system problem and data technology, applied in the field of timely discovery of traffic system problems using traffic platform data, can solve problems such as not being able to analyze business indicators in a timely manner, and achieve the effect of improving the accuracy and speed of calculation

Active Publication Date: 2017-08-18
国家电网有限公司客户服务中心
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Problems solved by technology

To solve the problem of business traffic call data analysis, the relationship between changes in business indicators and labor, services, equipment, etc. cannot be analyzed in a timely manner

Method used

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  • Method for timely discovery of telephone traffic system problems through telephone traffic platform data
  • Method for timely discovery of telephone traffic system problems through telephone traffic platform data
  • Method for timely discovery of telephone traffic system problems through telephone traffic platform data

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Embodiment Construction

[0046] The embodiments of the present invention will be described in further detail below in conjunction with the accompanying drawings. It should be emphasized that the embodiments of the present invention are illustrative rather than restrictive, and should not be used as limitations on the scope of protection of the present invention.

[0047] A method for timely discovering traffic system problems by using traffic platform data, comprising the following steps:

[0048] (1) Build a database and reclassify the call platform data

[0049] In the first stage, four basic data tables and four auxiliary data tables of the call platform are determined. The four basic data tables include: IVR (Interactive Voice Response) action list, as shown in Table 1 below, softphone action status list, As shown in Table 3 below, the queuing list is shown in Table 5 below, and the call list is shown in Table 7 below. The four auxiliary data tables include: some IVR and some action parameter tabl...

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Abstract

The invention relates to a method for timely discovery of telephone traffic system problems through telephone traffic platform data. The method comprises the following steps: (1) constructing a database, re-classifying calling platform data, and determining four basic datasheets and four auxiliary datasheets for a calling platform; (2) refining datasheet nodes, that is, refining data nodes in the four basic sheets into 63 nodes; (3) determining key research nodes, that is, finally determining 23 nodes as key nodes by researching on relationships among the 63 nodes; and (4) carrying out formula calculation through data obtained through association among the 23 key nodes to respectively obtain a loss rate, a manual answering rate and an abandonment rate, and associating formula calculation results with abnormal phenomena, platform services, equipment and data to actively find out the telephone traffic system problems. The method provided by the invention has the advantages that the concept of big data is systematically used, abnormality warning information closely associated with onsite business is captured in the first place through real-time data analysis, and warning information release achieves active operation and maintenance.

Description

technical field [0001] The invention belongs to the technical field of operation and maintenance of a traffic platform of a power system, in particular to a method for timely discovering problems of a traffic system by utilizing data of the traffic platform. Background technique [0002] At present, the customer service center of the State Grid Corporation of China has realized the concentration of the entire network and business of 27 provincial (municipal) companies in the country, and realized the 24-hour uninterrupted online service and real-time control of the customer service business of the entire network, which marks the customer service center of the State Grid Corporation of China. The world's largest public service center with the largest population and the most complete service functions has been built. The increasing pressure of business operations puts forward higher requirements for the operation and maintenance of information systems. Especially in the past y...

Claims

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Application Information

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IPC IPC(8): H04M3/22H04M3/36
CPCH04M3/2218H04M3/36
Inventor 孙林檀朱孝成黄秀彬唐博麟王秀春李子乾李志民安业腾陈龙田举杨自兴刘斌鄂丽丽刘国志李子健
Owner 国家电网有限公司客户服务中心
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