Automatic alarming method and device thereof of call center, storage medium, and electronic equipment

Abstract

The invention discloses an automatic alarming method and device thereof of a call center, a storage medium, and electronic equipment. The automatic alarming method of the call center comprises the following steps: according to the business type, dividing traffic data of each business line into multiple traffic types which need to be detected; acquiring historical traffic data of each business line in a first period of time, and dividing each service line into multiple detection periods of time and generating the detection frequency of each detection period of time; configuring a corresponding alarm detection step for each traffic type of each business line and performing alarm detection according to the traffic type needs to be detected of each business line and the detection frequency in each period of time; and alarming a detection result that has a failure. The automatic alarming method and the automatic alarming device of the call center provided by the invention can reduce the labor cost, improve the accuracy of alarm detection and the alarm positioning time and the processing efficiency, and can also avoid a large number of false alarms and also ensure the quality of the call center for customer services.

Description

technical field [0001] The invention relates to the field of communication technology, in particular to an automatic alarm method for a call center and an automatic alarm device, a storage medium, and electronic equipment for the call center. Background technique [0002] The existing call center monitoring platform monitors the traffic index data of each business line, but the rules for triggering alarms are generally manually configured for each monitoring item. At present, with the rapid development of some companies with large-scale call centers, the number of call center systems and business lines that need to be monitored has also increased exponentially. This traditional alarm method can no longer meet the needs of users. [0003] Specifically, on the one hand, because different business lines require different alarm rules, if the alarm rules for all business lines are manually configured one by one, the workload will be huge and the efficiency will be extremely low, ...

AI Technical Summary

Problems solved by technology

At present, with the rapid development of some companies with large-scale call centers, the number of call center systems and business lines that need to be monitored has also increased exponentially. This traditional alarm method can no longer meet the needs of users.

[0003] Specifically, on the one hand, because different business lines require different alarm rules, if the alarm rules for all business lines are manually configured one by one, the workload will be huge and the efficiency will be extremely low, and a lot of labor costs will be wasted; And the accuracy of this alarm method is low, which in turn will cause a great impact on the timeliness of alarm fault location and alarm resolution

[0004] On the other hand, each business line of the call center is affected by various objective factors, resulting in more false alarms

For example, some business curves with special time changes (such as holidays or flight changes) will often cause large jitter in traffic index data due to non-business system failures during this special time, resulting in more false alarms

However, the current alarm method cannot effectively filter these false alarms, which also has a great impact on the accuracy of the alarm.

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