Call traffic monitoring method and device

Abstract

The embodiments of this specification provide a call traffic monitoring method and device. The call traffic monitoring method is applied to a monitoring center and includes: receiving a traffic anomaly monitoring task, where a traffic identifier is carried in the traffic anomaly monitoring task; determining target call traffic based on the traffic identifier; receiving at least one traffic connection interaction information corresponding to the target call traffic; parsing the at least one traffic connection interaction information to generate a parsing result; in the case where there is traffic communication anomaly information in the parsing result, determining the abnormal traffic connection interaction information and the abnormal interaction party corresponding to the traffic communication anomaly information, and sending a traffic anomaly notification to the abnormal interaction party. Through this method, both the call center and the traffic operator and the traffic agent can be monitored, so as to realize the full-link monitoring of the target call traffic. Moreover, there is no need to add call logs, nor to modify the communication components of all interaction parties, with little invasiveness and strong scalability.

Description

Technical Field

[0001] The embodiments of this specification relate to the field of computer technology, and in particular, to a method for monitoring call traffic. One or more embodiments of this specification also relate to a call traffic monitoring device, a computing device, a computer-readable storage medium, and a computer program. Background Art

[0002] Call centers are widely used communication products in the industry. Their core functions include call control, media negotiation, intelligent answering, recording, and data reports. Call availability is the most important indicator to measure the quality of call center products. During a call, the entire link involves multiple parties, including call center software, agent consoles, line operators, and customer terminal devices. Any problem with any party can lead to call unavailability. From industry data, call availability can generally be guaranteed at the 99% level, and the call availability level of some call centers can reach 99.78%. If the call volume of a call center exceeds ten million, 99.78% availability means that there are still 22,000 calls that are invalid.

[0003] Therefore, there is an urgent need for a method to improve the call availability level of call centers to improve the service level of service centers. Summary of the Invention

[0004] In view of this, the embodiments of this specification provide a method for monitoring call traffic. One or more embodiments of this specification also relate to a call traffic monitoring device, a computing device, a computer-readable storage medium, and a computer program to solve the technical defects existing in the prior art.

[0005] According to the first aspect of the embodiments of this specification, a method for monitoring call traffic is provided, including:

[0006] Receiving a call traffic anomaly monitoring task, where a call traffic identifier is carried in the call traffic anomaly monitoring task;

[0007] Determining target call traffic based on the call traffic identifier, where the target call traffic includes a call traffic operator, a call traffic agent, and a call center;

[0008] Receiving at least one call traffic connection interaction information corresponding to the target call traffic, where the call traffic connection interaction information is generated by the call traffic operator, the call traffic agent, or the call center, and the call traffic connection interaction information is used to determine the communication state of the target call traffic;

[0009] Analyzing the at least one call traffic connection interaction information to generate an analysis result, where the analysis result includes an interaction information identifier corresponding to each call traffic connection interaction information;

[0010] When there is traffic communication abnormal information in the parsing result, determine the abnormal traffic connection interaction information and the abnormal interaction party corresponding to the traffic communication abnormal information, and send a traffic abnormality notification to the abnormal interaction party, where the abnormal interaction party is determined from the traffic operator, the traffic agent side, and the call center.

[0011] According to the second aspect of the embodiments of the present specification, a call traffic monitoring device is provided, including:

[0012] A task receiving module, configured to receive a traffic abnormality monitoring task, where a traffic identifier is carried in the traffic abnormality monitoring task;

[0013] A determination module, configured to determine target call traffic based on the traffic identifier, where the target call traffic includes a traffic operator, a traffic agent side, and a call center;

[0014] An information receiving module, configured to receive at least one traffic connection interaction information corresponding to the target call traffic, where the traffic connection interaction information is generated by the traffic operator, the traffic agent side, or the call center, and the traffic connection interaction information is used to determine the communication status of the target call traffic;

[0015] A parsing module, configured to parse the at least one traffic connection interaction information to generate a parsing result, where the parsing result includes an interaction information identifier corresponding to each traffic connection interaction information;

[0016] A sending module, configured to, when there is traffic communication abnormal information in the parsing result, determine the abnormal traffic connection interaction information and the abnormal interaction party corresponding to the traffic communication abnormal information, and send a traffic abnormality notification to the abnormal interaction party, where the abnormal interaction party is determined from the traffic operator, the traffic agent side, and the call center.

[0017] According to the third aspect of the embodiments of the present specification, a computing device is provided, including a memory, a processor, and computer instructions stored on the memory and executable on the processor, and when the processor executes the computer instructions, the steps of the call traffic monitoring method are implemented.

[0018] According to the fourth aspect of the embodiments of the present specification, a computer-readable storage medium is provided, which stores computer instructions, and when the computer instructions are executed by a processor, the steps of the call traffic monitoring method are implemented.

[0019] According to the fifth aspect of the embodiments of the present specification, a computer program is provided, where when the computer program is executed in a computer, the computer is made to execute the steps of the above call traffic monitoring method.

[0020] The call traffic monitoring method provided in this specification receives a traffic anomaly monitoring task, where the traffic anomaly monitoring task carries a traffic identifier; determines target call traffic based on the traffic identifier, where the target call traffic includes a traffic operator, a traffic agent, and a call center; receives at least one traffic connection interaction information corresponding to the target call traffic, where the traffic connection interaction information is generated by the traffic operator, the traffic agent, or the call center, and the traffic connection interaction information is used to determine the communication status of the target call traffic; parses the at least one traffic connection interaction information to generate a parsing result, where the parsing result includes an interaction information identifier corresponding to each traffic connection interaction information; in the case where there is traffic communication anomaly information in the parsing result, determines the abnormal traffic connection interaction information and the abnormal interaction party corresponding to the traffic communication anomaly information, and sends a traffic anomaly notification to the abnormal interaction party, where the abnormal interaction party is determined from the traffic operator, the traffic agent, and the call center.

[0021] An embodiment of this specification realizes both the monitoring of the call center and the monitoring of the traffic operator and the traffic agent, thereby realizing the full-link monitoring of the target call traffic. Compared with the separate monitoring of the API, it can better measure the overall availability of the call. And this method, by introducing a monitoring center, does not require adding call logs, nor modifying the communication components of each interaction party, with little invasiveness and strong scalability. Brief Description of the Drawings

[0022] Figure 1 is a schematic structural diagram of a call traffic monitoring system provided by an embodiment of this specification;

[0023] Figure 2 is a flowchart of a call traffic monitoring method provided by an embodiment of this specification;

[0024] Figure 3 is a processing process flowchart of a call traffic monitoring method provided by an embodiment of this specification;

[0025] Figure 4 is a schematic structural diagram of a call traffic monitoring device provided by an embodiment of this specification;

[0026] Figure 5 is a structural block diagram of a computing device provided by an embodiment of this specification. Detailed Description of the Embodiment

[0027] In the following description, numerous specific details are set forth to provide a thorough understanding of this specification. However, this specification can be implemented in many other ways different from those described herein, and those skilled in the art can make similar extensions without departing from the connotation of this specification. Therefore, this specification is not limited by the specific implementations disclosed below.

[0028] The terms used in one or more embodiments of this specification are for the purpose of describing specific embodiments only and are not intended to limit one or more embodiments of this specification. The singular forms "a", "the", and "said" used in one or more embodiments of this specification and the appended claims are also intended to include the plural forms unless the context clearly dictates otherwise. It should also be understood that the term "and / or" used in one or more embodiments of this specification refers to any and all possible combinations of one or more of the associated listed items.

[0029] It should be understood that although the terms first, second, etc. may be used in one or more embodiments of this specification to describe various information, such information should not be limited to these terms. These terms are only used to distinguish information of the same type from each other. For example, without departing from the scope of one or more embodiments of this specification, the first may also be referred to as the second, and similarly, the second may also be referred to as the first. Depending on the context, the word "if" as used herein can be interpreted as "when" or "while" or "in response to a determination".

[0030] First, the noun terms related to one or more embodiments of this specification are explained.

[0031] Call center: Call software, mainly reaching customers by phone or video.

[0032] SIP protocol: An internationally standardized call signaling protocol.

[0033] RTP protocol: An internationally standardized call media protocol.

[0034] A call center is a widely used communication product in the industry, and call availability is the most important indicator for measuring the quality of call center products. During a call, the entire link involves multiple parties, and any problem on any side will cause the call to be unavailable. Currently, the main methods for monitoring the entire call link mainly include API monitoring and log monitoring.

[0035] Among them, API monitoring refers to monitoring the public API interfaces of software. The overall availability of the system is known through the availability of the interfaces. In the context of a call center, the availability of the interfaces does not represent the ultimate availability of the calls. Taking outbound calls as an example, when an agent makes a call to a customer, the agent first activates the call initiation interface to initiate a new call. The interface will send invitation signaling events to the agent and the user, and then return to the service invocation end. However, the successful invocation of the outbound call interface does not mean that the call is successful. If the agent workstation is not authorized, or the call is intercepted by the operator, or the customer's mobile phone is not online, the call will fail. Therefore, API monitoring cannot well measure the overall call availability.

[0036] Log monitoring refers to adding log information of call events to the call center product code. During operation, the product code automatically outputs the call event logs to a persistent storage such as a file or a database, and then the analyzer automatically pulls the call event logs to analyze the end-to-end call availability, thereby establishing availability metrics for call control. This is a commonly used full-link monitoring method. However, this method requires developers to manually add relevant call event logs to the code. When the product requirements change or the logic is expanded, the code needs to be refactored, which has poor flexibility and also requires additional human input. At the same time, some nodes of the call link are maintained by different developers and relevant logs cannot be added, resulting in the inability to monitor the call availability of all monitoring nodes. Therefore, log monitoring is also difficult to well measure the overall call availability.

[0037] In this specification, a call traffic monitoring method is provided. This specification also relates to a call traffic monitoring device, a computing device, a computer-readable storage medium, and a computer program, which will be described in detail one by one in the following embodiments.

[0038] Figure 1 The architecture diagram of a call traffic monitoring system provided by an embodiment of this specification is shown. As Figure 1 shown, the call traffic monitoring system includes a monitoring center, a traffic operator, a traffic agent side, and a call center. Among them, the traffic operator includes a traffic operator gateway, and the traffic operator includes a traffic operator gateway and the corresponding fixed and mobile phones of the traffic operator gateway; the traffic agent side includes a traffic agent side gateway and the corresponding traffic agent softphone and traffic agent SIP phone of the traffic agent side gateway; the monitoring center includes a signaling / media collector, a call analysis module, and a call monitoring module. Each part can communicate through the SIP protocol or the RIP protocol.

[0039] In practical applications, call traffic can be initiated by the call agent side. A call request is sent to the call center through the call agent side gateway. The call center then calls the user by invoking the call operator gateway. Call traffic can also be initiated by the user through a fixed-line phone or a mobile phone and sent to the call center through the call operator gateway. The call center then sends the call request to the call agent side gateway, which forwards it to the call agent softphone or the call agent SIP phone.

[0040] During the generation process of call traffic, the call operator gateway, the call interface of the call center, and the call agent side gateway will generate call connection interaction information. The call connection interaction information is used to determine the communication status between any gateways or interfaces. The signaling / media collector of the monitoring center will receive various call connection interaction information generated during the call traffic process from the call operator gateway, the call interface of the call center, and the call agent side gateway, and parse the call connection interaction information to achieve full-link monitoring of call traffic.

[0041] Figure 2 The flowchart shows a call traffic monitoring method provided according to an embodiment of this specification, including steps 202 to 210.

[0042] Step 202: Receive a call traffic anomaly monitoring task, where the call traffic anomaly monitoring task carries a call traffic identifier.

[0043] The call traffic detection method provided in this specification is applied to the monitoring center. The monitoring center is a monitoring device independent of the call operator, the call agent side, and the call center for monitoring the full-link state of call traffic. It monitors and analyzes the interaction information generated in the full-link of call traffic according to the call traffic anomaly monitoring task, so as to monitor the state of call traffic.

[0044] Among them, the call traffic anomaly monitoring task specifically refers to a task for monitoring target call traffic. This call traffic anomaly monitoring task is used to monitor whether the target call traffic is in an abnormal state. In practical applications, the call traffic anomaly monitoring task will carry a call traffic identifier, and the call traffic identifier specifically refers to the unique identifier of the target call traffic.

[0045] The target call traffic can be initiated by the user or by the call agent side. When the target call traffic starts, it is necessary to perform call traffic anomaly monitoring on the target call traffic. Specifically, it is to monitor the communication situation of the target call traffic and monitor whether the target call traffic is proceeding normally.

[0046] In a specific embodiment provided in this specification, taking the traffic anomaly detection task A received by the monitoring center as an example, the traffic identification 123 is carried in the traffic anomaly detection task A. That is, the monitoring center needs to monitor the call traffic with the traffic identification 123 to determine whether the call traffic can proceed normally.

[0047] Step 204: Determine the target call traffic based on the traffic identification.

[0048] Among them, the target call traffic includes the traffic operator, the traffic agent side, and the call center.

[0049] Specifically, call traffic refers to a call request. In practical applications, this call request can be made by a user to the traffic agent side via the call center, or by the traffic agent side to the user via the call center. The traffic call monitoring method provided in this specification does not limit the initiator and the recipient of the target call traffic. It shall be subject to actual applications.

[0050] In a specific embodiment provided in this specification, see Figure 1 , taking the example of a user calling the customer service seat of a merchant. The user dials the customer service phone of the merchant, initiates the target call traffic to the call center, and invokes the service interface of the call control module of the call center to initiate a call. The calling information and the called information are carried in the call request.

[0051] The call control module of the call center sends an invitation instruction to the traffic agent side gateway of the traffic agent side. Assuming the message format follows the SIP protocol, the message format is the Invite instruction.

[0052] The traffic agent side gateway then forwards the invitation instruction to the agent phone. The agent can receive the invitation instruction in the way of a softphone or a SIP phone, and the agent decides whether to accept the call and sends a reply instruction to the traffic agent side gateway.

[0053] After receiving the reply instruction from the agent, the traffic agent side gateway will send the reply instruction to the call control module of the call center. Taking the SIP protocol as an example, at this time, the agent replies with the Answer instruction.

[0054] After receiving the reply instruction, if the reply instruction is to continue the call, the call control module of the call center sends an invitation instruction to the traffic operator gateway to invite the user to enter the call. Taking the SIP protocol as an example, the message format is the Invite instruction.

[0055] The traffic operator gateway sends the invitation instruction to the operator line. After the operator line locates the customer terminal, it sends the invitation instruction to the customer terminal. The customer decides whether to receive the call and sends a reply instruction to the traffic operator gateway.

[0056] After the traffic operator gateway receives the reply instruction, it forwards the reply instruction to the call control center of the call center. At this time, the call starts between the agent and the user's client until the agent or the user hangs up, and the call ends.

[0057] The above process describes the main process of the call traffic initiated by the user. In actual applications, it may also include call control processes such as agent incoming call, hold / resume hold, silence / resume silence, three-party call, transfer, and conference, which will not be listed one by one here.

[0058] In a specific embodiment provided in this specification, following the above example, the target call traffic F is determined according to the traffic identifier 123, and the target call traffic is the call traffic sent by the user to the agent.

[0059] Step 206: Receive at least one traffic connection interaction information corresponding to the target call traffic.

[0060] Among them, the traffic connection interaction information is generated by the traffic operator, the traffic agent side or the call center, and the traffic connection interaction information is used to determine the communication state of the target call traffic.

[0061] The traffic connection interaction information is various information generated by the traffic operator, the traffic agent side and the call center during the link generation process of the target call traffic. As described in the above steps, the call information of the user calling the call control module of the call center, the invitation information sent by the call control module to the traffic agent gateway, the reply information sent by the traffic agent side to the call control module, the invitation information sent by the call control module to the traffic operator gateway, the reply information sent by the traffic operator gateway to the call control center, and the call information between the user and the agent (it should be noted that the call information here refers to the information related to the call traffic link between the user and the agent, such as the information that the user needs to input through the terminal or the operation information sent by the agent to the user, etc., and does not include the call content between the user and the agent).

[0062] In actual applications, the interaction information is usually generated by the gateways of all parties. Therefore, receiving at least one traffic connection interaction information corresponding to the target call traffic includes:

[0063] Receiving the traffic connection interaction information generated by the operator gateway of the traffic operator, the agent gateway of the traffic agent side, and the call interface of the call center based on the target call traffic.

[0064] In practical applications, the traffic connection interaction information is generated by the agent gateway, the call interface of the call center, and the operator gateway. Therefore, what the monitoring center receives is the traffic connection interaction information generated by these three parties based on the target call traffic. In practical applications, the monitoring center can monitor the message sending interfaces of these three parties to receive the traffic connection interaction information, or the three parties can actively send the traffic connection interaction information to the monitoring center. This is not limited in the embodiments provided in this specification.

[0065] To effectively ensure that the monitoring center can receive the traffic connection interaction information of the three parties in a timely manner, in practical applications, before receiving at least one traffic connection interaction information corresponding to the target call traffic, the method further includes:

[0066] Establish communication connections with the traffic operator, the traffic agent, and the call center.

[0067] Furthermore, establishing communication connections with the traffic operator, the traffic agent, and the call center includes:

[0068] Based on a preset communication protocol, establish communication connections with the operator gateway of the traffic operator, the agent gateway of the traffic agent, and the call interface of the call center.

[0069] In practical applications, the traffic operator, the traffic agent, and the call center are independent institutions, and the monitoring center is also a device independent of these three parties. To ensure that the monitoring center can receive the traffic connection interaction information generated by the traffic operator, the traffic agent, and the call center, it is necessary to establish communication connections with the traffic operator, the traffic agent, and the call center respectively first.

[0070] Furthermore, the traffic connection interaction information is generated by the gateways or interfaces of each party. Therefore, the monitoring center can establish communication connections with the operator gateway of the traffic operator, the agent gateway of the traffic agent, and the call interface of the call center, and receive or monitor the traffic connection interaction information generated by each party during the target call traffic through this communication connection.

[0071] In a specific embodiment provided in this specification, following the above example, receive multiple traffic connection interaction information corresponding to the target call traffic F.

[0072] Step 208: Analyze the at least one traffic connection interaction information to generate an analysis result, where the analysis result includes an interaction information identifier corresponding to each traffic connection interaction information.

[0073] After receiving the traffic connection interaction information, the signaling / media collector of the monitoring center can transmit the traffic connection interaction information to the call analysis module of the monitoring center, where the traffic connection interaction information is parsed and analyzed to obtain a parsing result, which mainly includes the calling information, the calling response code, the called response code, the main address, the called address, the call duration, the line code, the operator code, etc.

[0074] Further, parsing the at least one traffic connection interaction information to generate a parsing result, including:

[0075] Parsing each traffic connection interaction information to obtain an interaction information identifier corresponding to each traffic connection interaction information;

[0076] Based on the interaction information identifier corresponding to each traffic connection interaction information, determining the interaction information status corresponding to each traffic connection user information in a preset information comparison table.

[0077] In practical applications, after obtaining each traffic connection interaction information, each traffic connection interaction information will be parsed to obtain an interaction information identifier corresponding to the traffic connection interaction information, and the interaction information identifier can be used to determine the interaction information status of the traffic connection interaction information.

[0078] Taking the SIP protocol as an example below, the traffic connection interaction information under the condition of following the SIP protocol will carry the SIP response code, as shown in Table 1 below.

[0079] Table 1

[0080]

[0081] As shown in Table 1, each SIP response code corresponds to corresponding description information and action information. For example, the codes starting with 1** can specifically include 100, 180, 181, etc., and each code will further correspond to different information.

[0082] Taking the SIP response code 4** as an example, in the SIP response code, the codes starting with 4 indicate error information feedback by the client. For example, 400 indicates a bad request, 401 indicates that the request is unauthorized, 403 indicates a forbidden request, 404 indicates that the request is not found, 405 indicates that the request is not allowed, 406 indicates that the request is not acceptable, 407 indicates that proxy authentication is required, 408 indicates that the request has timed out, 422 indicates that the conference timer interval is too small, 423 indicates that the request interval is too short, 480 indicates that the request is temporarily unavailable, 481 indicates that the dialog / transaction does not exist, 483 indicates that the request has too many hops, 486 indicates that the request is busy, 487 indicates that the request is busy.

[0083] The above is a schematic description of SIP response codes. In actual applications, the interaction information identifier can be an SIP response code or a response code of other protocols. In the embodiments provided in this specification, no limitation is imposed on this.

[0084] In actual applications, after obtaining the parsing result, if the parsing result includes an interaction information identifier, it is further necessary to determine whether there is traffic communication abnormal information in the parsing result. Specifically, after generating the parsing result, the method further includes:

[0085] Determine whether there is traffic communication abnormal information in the parsing result.

[0086] Furthermore, determining whether there is traffic communication abnormal information in the parsing result includes:

[0087] Determine whether there is record information with an abnormal interaction status in the parsing result;

[0088] If so, determine that there is traffic communication abnormal information in the parsing result;

[0089] If not, determine that there is no traffic communication abnormal information in the parsing result.

[0090] In actual applications, the parsing result includes an interaction information identifier. According to the interaction information identifier and a preset identifier comparison table, it is possible to determine whether there is record information with an abnormal interaction status in the parsing result. If there is an abnormal identifier in the interaction information identifier, the corresponding interaction status information is abnormal, and further, it can be determined that the corresponding traffic connection interaction information is traffic communication abnormal information; otherwise, it can be determined that there is no traffic communication abnormal information in the parsing result.

[0091] Step 210: When there is traffic communication abnormal information in the parsing result, determine the abnormal traffic connection interaction information and the abnormal interaction party corresponding to the traffic communication abnormal information, and send a traffic abnormality notification to the abnormal interaction party.

[0092] Among them, the abnormal interaction party is determined from the traffic operator, the traffic agent side, and the call center.

[0093] In actual applications, if it is monitored that there is traffic communication abnormal information in the parsing result, the corresponding abnormal traffic connection interaction information and the abnormal interaction party are determined according to the traffic communication abnormal information. The abnormal interaction party specifically refers to the traffic operator, the traffic agent side, or the call center where the abnormality occurs. And a traffic abnormality notification is generated to inform the abnormal interaction party to conduct a troubleshooting on the abnormal traffic connection interaction information.

[0094] Specifically, determining the abnormal traffic connection interaction information and the abnormal interaction party corresponding to the traffic communication abnormal information includes:

[0095] Determining the abnormal traffic connection interaction information corresponding to the traffic communication abnormal information;

[0096] Based on the abnormal traffic connection interaction information, determining the abnormal interaction party.

[0097] Furthermore, determining the abnormal traffic connection interaction information corresponding to the traffic communication abnormal information includes:

[0098] Determining the abnormal code corresponding to the traffic communication abnormal information;

[0099] Based on the abnormal code, determining the abnormal traffic connection interaction information.

[0100] In practical applications, the abnormal traffic connection interaction information corresponding to the traffic communication abnormal information can be determined, so as to determine the abnormal interaction party corresponding to the abnormal traffic connection interaction information; furthermore, the abnormal traffic connection interaction information can be further determined through the abnormal code in the traffic communication abnormal information.

[0101] In a specific embodiment provided in this specification, taking the case where the agent's computer microphone is unavailable or unauthorized during a call traffic process as an example, it can be determined through the traffic abnormal information in a preset identification comparison table, so that the abnormal traffic connection interaction information can be determined as "agent's call device failure", and thus the abnormal interaction party can be determined as the call agent, and then a traffic abnormal notification is sent to the call agent to inform the call agent that the reason for the failure of the call traffic is the agent's call device failure.

[0102] In a specific embodiment provided in this specification, taking the case where there is a problem with the operator's line during a call traffic process as an example, such as line overload, line disconnection, the client not being successfully addressed, or the user hanging up, etc., corresponding interaction information identifiers will be carried in the traffic connection interaction information, so that the traffic connection interaction information can be determined as an abnormal traffic connection identifier through a preset identification comparison table, and thus the abnormal interaction party can be determined as the call operator, and a corresponding traffic abnormal notification is sent to the call operator.

[0103] In a specific embodiment provided in this specification, the method further includes:

[0104] Statistical analysis results to obtain the call traffic status parameters corresponding to the call center.

[0105] In practical applications, the monitoring center also includes a call monitoring module, which is used to count the parsing results, and then generate the call traffic parameter status of the call center, mainly including parameter information such as call availability, call quantity, call duration, etc., and provide end-to-end call availability data indicators.

[0106] The call traffic monitoring method provided in this specification receives a traffic anomaly monitoring task, wherein the traffic anomaly monitoring task carries a traffic identifier; determines the target call traffic based on the traffic identifier, wherein the target call traffic includes a traffic operator, a traffic agent, and a call center; receives at least one traffic connection interaction information corresponding to the target call traffic, wherein the traffic connection interaction information is generated by the traffic operator, the traffic agent, or the call center, and the traffic connection interaction information is used to determine the communication status of the target call traffic; parses the at least one traffic connection interaction information to generate a parsing result, wherein the parsing result includes an interaction information identifier corresponding to each traffic connection interaction information; in the case where there is traffic communication anomaly information in the parsing result, determines the abnormal traffic connection interaction information and the abnormal interaction party corresponding to the traffic communication anomaly information, and sends a traffic anomaly notification to the abnormal interaction party, wherein the abnormal interaction party is determined from the traffic operator, the traffic agent, and the call center.

[0107] One embodiment of this specification realizes the ability to monitor both the call center and the traffic operator and the traffic agent, can automatically collect various interaction data information during the call between the traffic agent and the user, can analyze the availability of a single call, establish end-to-end full-link call availability data, so as to realize the full-link monitoring of the target call traffic. Compared with monitoring the API alone, it can better measure the overall availability of the call. And this method, by introducing the monitoring center, does not need to add call logs, nor does it need to modify the communication components of each interaction party, has little invasiveness, strong scalability, reduces the proportion of a large number of invalid calls, and improves the overall call availability of the call center.

[0108] The following combines the attached Figure 3 , taking the application of the call traffic monitoring method provided in this specification when a user dials a customer service phone as an example, to further illustrate the call traffic monitoring method. Among them, Figure 3 shows a processing procedure flowchart of a call traffic monitoring method provided by an embodiment of this specification, and the specific steps include step 302 to step 316.

[0109] Step 302: Establish communication connections with the traffic operator, the traffic agent, and the call center.

[0110] Step 304: Receive a traffic anomaly monitoring task, wherein the traffic anomaly monitoring task carries a traffic identifier 03215.

[0111] Step 306: Determine the target call traffic 03215 according to the traffic identifier 03215.

[0112] Step 308: Receive the traffic connection interaction information generated by the operator gateway of the traffic operator, the agent gateway of the traffic agent party, and the call interface of the call center based on the target call traffic 03215.

[0113] Step 310: Parse each traffic connection interaction information to obtain the interaction information identifier corresponding to each traffic connection interaction information.

[0114] Step 312: Determine the interaction information status corresponding to each traffic connection user information in the preset information comparison table based on the interaction information identifier corresponding to each traffic connection interaction information.

[0115] Step 314: In the case where there is record information with an abnormal interaction status information in the parsing result, determine the abnormal traffic connection interaction information corresponding to the traffic communication abnormal information, and determine the abnormal interaction party based on the abnormal traffic connection interaction information.

[0116] Step 316: Send a traffic anomaly notification to the abnormal interaction party.

[0117] The call traffic monitoring method provided by an embodiment of this specification realizes both monitoring of the call center and monitoring of the traffic operator and the traffic agent party. It can automatically collect various interaction data information during the call between the traffic agent party and the user, analyze the availability of a single call, establish end-to-end full-link call availability data, so as to realize the full-link monitoring of the target call traffic. Compared with monitoring the API alone, it can better measure the overall availability of the call. And this method, by introducing a monitoring center, does not require adding call logs, nor modifying the communication components of each interaction party, has little invasiveness, strong scalability, reduces the proportion of a large number of invalid calls, and improves the overall call availability of the call center.

[0118] Corresponding to the above-mentioned embodiment of the call traffic monitoring method, this specification also provides an embodiment of a call traffic monitoring device. Figure 4 The structural schematic diagram of a call traffic monitoring device provided by an embodiment of this specification is shown. As Figure 4 shown, this device is applied to a monitoring center and includes:

[0119] A task receiving module 402, configured to receive a traffic anomaly monitoring task, where the traffic anomaly monitoring task carries a traffic identifier;

[0120] A determination module 404, configured to determine target call traffic based on the traffic identifier, where the target call traffic includes a traffic operator, a traffic agent, and a call center;

[0121] An information receiving module 406, configured to receive at least one traffic connection interaction information corresponding to the target call traffic, where the traffic connection interaction information is generated by the traffic operator, the traffic agent, or the call center, and the traffic connection interaction information is used to determine the communication status of the target call traffic;

[0122] An analysis module 408, configured to analyze the at least one traffic connection interaction information to generate an analysis result, where the analysis result includes an interaction information identifier corresponding to each traffic connection interaction information;

[0123] A sending module 410, configured to, when there is traffic communication exception information in the analysis result, determine the abnormal traffic connection interaction information and the abnormal interaction party corresponding to the traffic communication exception information, and send a traffic exception notification to the abnormal interaction party, where the abnormal interaction party is determined from the traffic operator, the traffic agent, and the call center.

[0124] Optionally, the apparatus further includes:

[0125] A connection establishment module, configured to establish communication connections with the traffic operator, the traffic agent, and the call center.

[0126] Optionally, the connection establishment module is further configured to:

[0127] Establish communication connections with the operator gateway of the traffic operator, the agent gateway of the traffic agent, and the call interface of the call center based on a preset communication protocol.

[0128] Optionally, the information receiving module 406 is further configured to:

[0129] Receive the traffic connection interaction information generated by the operator gateway of the traffic operator, the agent gateway of the traffic agent, and the call interface of the call center based on the target call traffic.

[0130] Optionally, the analysis module 408 is further configured to:

[0131] Analyze each traffic connection interaction information to obtain an interaction information identifier corresponding to each traffic connection interaction information;

[0132] Determine the interaction information status corresponding to each traffic connection household information in a preset information comparison table based on the interaction information identifier corresponding to each traffic connection interaction information.

[0133] Optionally, the device further includes a judgment module, configured to:

[0134] Judge whether there is traffic communication abnormal information in the parsing result.

[0135] Optionally, the judgment module is further configured to:

[0136] Determine whether there is record information with an abnormal interaction status in the parsing result;

[0137] If so, determine that there is traffic communication abnormal information in the parsing result;

[0138] If not, determine that there is no traffic communication abnormal information in the parsing result.

[0139] Optionally, the sending module 410 is further configured to:

[0140] Determine the abnormal traffic connection interaction information corresponding to the traffic communication abnormal information;

[0141] Determine the abnormal interaction party based on the abnormal traffic connection interaction information.

[0142] Optionally, the sending module 410 is further configured to:

[0143] Determine the abnormal code corresponding to the traffic communication abnormal information;

[0144] Determine the abnormal traffic connection interaction information based on the abnormal code.

[0145] Optionally, the device further includes:

[0146] A statistics module, configured to statistically analyze the parsing result to obtain the call traffic status parameter corresponding to the call center.

[0147] The call traffic monitoring device provided in this specification receives a traffic anomaly monitoring task, where a traffic identifier is carried in the traffic anomaly monitoring task; determines target call traffic based on the traffic identifier, where the target call traffic includes a traffic operator, a traffic agent, and a call center; receives at least one traffic connection interaction information corresponding to the target call traffic, where the traffic connection interaction information is generated by the traffic operator, the traffic agent, or the call center, and the traffic connection interaction information is used to determine the communication status of the target call traffic; parses the at least one traffic connection interaction information to generate a parsing result, where the parsing result includes an interaction information identifier corresponding to each traffic connection interaction information; in the case that there is traffic communication anomaly information in the parsing result, determines the abnormal traffic connection interaction information and the abnormal interaction party corresponding to the traffic communication anomaly information, and sends a traffic anomaly notification to the abnormal interaction party, where the abnormal interaction party is determined from the traffic operator, the traffic agent, and the call center.

[0148] An embodiment of this specification realizes the ability to monitor both the call center and the traffic operator and the traffic agent, can automatically collect various interaction data information during the call between the traffic agent and the user, can analyze the availability of a single call, establish end-to-end full-link call availability data, so as to realize the full-link monitoring of the target call traffic. Compared with monitoring the API alone, it can better measure the overall availability of the call. And this method, by introducing a monitoring center, does not require adding call logs, nor modifying the communication components of each interaction party, has little invasiveness, strong scalability, reduces the proportion of a large number of invalid calls, and improves the overall call availability of the call center.

[0149] The above is a schematic solution of a call traffic monitoring device in this embodiment. It should be noted that the technical solution of this call traffic monitoring device and the technical solution of the above call traffic monitoring method belong to the same concept. For the details not described in detail in the technical solution of the call traffic monitoring device, reference can be made to the description of the technical solution of the above call traffic monitoring method.

[0150] Figure 5 The structural block diagram of a computing device 500 provided according to an embodiment of this specification is shown. The components of the computing device 500 include, but are not limited to, a memory 510 and a processor 520. The processor 520 is connected to the memory 510 through a bus 530, and a database 550 is used to store data.

[0151] The computing device 500 also includes an access device 540, which enables the computing device 500 to communicate via one or more networks 560. Examples of such networks include the Public Switched Telephone Network (PSTN), Local Area Network (LAN), Wide Area Network (WAN), Personal Area Network (PAN), or a combination of communication networks such as the Internet. The access device 540 may include one or more of any type of wired or wireless network interfaces (e.g., Network Interface Card (NIC)), such as an IEEE802.11 Wireless Local Area Network (WLAN) wireless interface, a Worldwide Interoperability for Microwave Access (Wi-MAX) interface, an Ethernet interface, a Universal Serial Bus (USB) interface, a cellular network interface, a Bluetooth interface, a Near Field Communication (NFC) interface, and so on.

[0152] In one embodiment of this specification, the above components of the computing device 500 and Figure 5 other components not shown may also be connected to each other, for example, via a bus. It should be understood that Figure 5 the block diagram of the computing device shown is for illustrative purposes only and is not a limitation on the scope of this specification. Those skilled in the art can add or replace other components as needed.

[0153] The computing device 500 can be any type of stationary or mobile computing device, including a mobile computer or mobile computing device (e.g., tablet computer, personal digital assistant, laptop computer, notebook computer, netbook, etc.), a mobile phone (e.g., smartphone), a wearable computing device (e.g., smartwatch, smart glasses, etc.) or other types of mobile devices, or a stationary computing device such as a desktop computer or PC. The computing device 500 can also be a mobile or stationary server.

[0154] Wherein, when the processor 520 executes the computer instructions, the steps of the call traffic monitoring method are implemented.

[0155] The above is a schematic solution of a computing device in this embodiment. It should be noted that the technical solution of this computing device and the technical solution of the above call traffic monitoring method belong to the same concept. For the details not described in the technical solution of the computing device, reference can be made to the description of the technical solution of the above call traffic monitoring method.

[0156] One embodiment of this specification also provides a computer-readable storage medium, which stores computer instructions that, when executed by a processor, implement the steps of the call traffic monitoring method as described above.

[0157] The above is a schematic solution of a computer-readable storage medium according to this embodiment. It should be noted that the technical solution of this storage medium and the technical solution of the above call traffic monitoring method belong to the same concept. For the details not described in detail in the technical solution of the storage medium, reference can be made to the description of the technical solution of the above call traffic monitoring method.

[0158] An embodiment of this specification also provides a computer program. When the computer program is executed on a computer, the computer is made to execute the steps of the above call traffic monitoring method.

[0159] The above is a schematic solution of a computer program according to this embodiment. It should be noted that the technical solution of this computer program and the technical solution of the above call traffic monitoring method belong to the same concept. For the details not described in detail in the technical solution of the computer program, reference can be made to the description of the technical solution of the above call traffic monitoring method.

[0160] The above describes specific embodiments of this specification. Other embodiments are within the scope of the appended claims. In some cases, the actions or steps recited in the claims may be performed in a different order than in the embodiments and still achieve the desired result. Additionally, the processes depicted in the figures do not necessarily require the particular order or sequential order shown to achieve the desired result. In certain implementations, multitasking and parallel processing are also possible or may be advantageous.

[0161] The computer instructions include computer program code, which can be in the form of source code, object code, executable files, or some intermediate form, etc. The computer-readable medium can include: any entity or device capable of carrying the computer program code, recording medium, USB flash drive, mobile hard disk, magnetic disk, optical disc, computer memory, read-only memory (ROM, Read-Only Memory), random access memory (RAM, Random Access Memory), electrical carrier signal, telecommunication signal, and software distribution medium, etc. It should be noted that the content included in the computer-readable medium can be appropriately increased or decreased according to the requirements of legislation and patent practice in the jurisdiction. For example, in some jurisdictions, according to legislation and patent practice, the computer-readable medium does not include electrical carrier signals and telecommunication signals.

[0162] It should be noted that for the foregoing method embodiments, for the sake of simplicity of description, they are all expressed as a series of action combinations. However, those skilled in the art should be aware that the embodiments of this specification are not limited by the described action sequence, because according to the embodiments of this specification, certain steps can be performed in other sequences or simultaneously. Secondly, those skilled in the art should also be aware that the embodiments described in the specification are all preferred embodiments, and the actions and modules involved are not necessarily essential to the embodiments of this specification.

[0163] In the above embodiments, the descriptions of the respective embodiments have their own emphases. For parts not detailed in a certain embodiment, reference can be made to the relevant descriptions of other embodiments.

[0164] The preferred embodiments of this specification disclosed above are only used to help explain this specification. The alternative embodiments do not describe all the details in detail, nor do they limit the invention to the specific embodiments described. Obviously, according to the content of the embodiments of this specification, many modifications and changes can be made. This specification selects and specifically describes these embodiments to better explain the principles and practical applications of the embodiments of this specification, so that those skilled in the art can well understand and utilize this specification. This specification is only limited by the claims and their full scope and equivalents.

Claims

1. A call traffic monitoring method, which is applied to a monitoring center. The monitoring center is respectively connected to a traffic operator, a call center agent, and a call center through communication connections. The method includes: Receiving a traffic anomaly monitoring task, where the traffic anomaly monitoring task carries a traffic identifier; Determining target call traffic based on the traffic identifier, where the target call traffic includes a traffic operator, a call center agent, and a call center; Receiving at least one traffic connection interaction information corresponding to the target call traffic, where the traffic connection interaction information is various information generated by the traffic operator, the call center agent, or the call center during the link generation process of the target call traffic, and the traffic connection interaction information is used to determine the communication status of the target call traffic; Parsing the at least one traffic connection interaction information to generate a parsing result, where the parsing result includes an interaction information identifier corresponding to each traffic connection interaction information; In the case where there is traffic communication anomaly information in the parsing result, determining the abnormal traffic connection interaction information and the abnormal interaction party corresponding to the traffic communication anomaly information, and sending a traffic anomaly notification to the abnormal interaction party, where the abnormal interaction party is determined from the traffic operator, the call center agent, and the call center.

2. The method according to claim 1, before receiving at least one traffic connection interaction information corresponding to the target call traffic, the method further includes: Establishing communication connections with the traffic operator, the call center agent, and the call center.

3. The method according to claim 2, establishing communication connections with the traffic operator, the call center agent, and the call center includes: Establishing communication connections with the operator gateway of the traffic operator, the agent gateway of the call center agent, and the call interface of the call center based on a preset communication protocol.

4. The method according to claim 1, receiving at least one traffic connection interaction information corresponding to the target call traffic includes: Receiving the traffic connection interaction information generated by the operator gateway of the traffic operator, the agent gateway of the call center agent, and the call interface of the call center based on the target call traffic.

5. The method according to claim 1, parsing the at least one traffic connection interaction information to generate a parsing result includes: Parsing each traffic connection interaction information to obtain an interaction information identifier corresponding to each traffic connection interaction information; Determining the interaction information status corresponding to each traffic connection interaction information in a preset information comparison table based on the interaction information identifier corresponding to each traffic connection interaction information.

6. The method according to claim 1, after generating the parsing result, the method further includes: Judging whether there is traffic communication anomaly information in the parsing result.

7. The method according to claim 6, judging whether there is traffic communication anomaly information in the parsing result includes: Determining whether there is record information with an abnormal interaction status in the parsing result; If so, determining that there is traffic communication anomaly information in the parsing result; Otherwise, it is determined that there is no traffic communication anomaly information in the parsing result.

8. The method according to claim 1, determining the abnormal traffic connection interaction information and the abnormal interaction party corresponding to the traffic communication anomaly information, includes: Determining the abnormal traffic connection interaction information corresponding to the traffic communication anomaly information; Determining the abnormal interaction party based on the abnormal traffic connection interaction information.

9. The method according to claim 8, determining the abnormal traffic connection interaction information corresponding to the traffic communication anomaly information, includes: Determining the abnormal code corresponding to the traffic communication anomaly information; Determining the abnormal traffic connection interaction information based on the abnormal code.

10. The method according to claim 1, further includes: Counting the parsing result to obtain the call traffic status parameter corresponding to the call center.

11. A call traffic monitoring device, applied to a monitoring center, where the monitoring center is respectively communicatively connected to a traffic operator, a traffic seat party, and a call center, includes: A task receiving module, configured to receive a traffic anomaly monitoring task, where the traffic anomaly monitoring task carries a traffic identifier; A determining module, configured to determine a target call traffic based on the traffic identifier, where the target call traffic includes a traffic operator, a traffic seat party, and a call center; An information receiving module, configured to receive at least one traffic connection interaction information corresponding to the target call traffic, where the traffic connection interaction information is various information generated by the traffic operator, the traffic seat party, or the call center during the link generation process of the target call traffic, and the traffic connection interaction information is used to determine the communication status of the target call traffic; A parsing module, configured to parse the at least one traffic connection interaction information to generate a parsing result, where the parsing result includes an interaction information identifier corresponding to each traffic connection interaction information; A sending module, configured to, when there is traffic communication anomaly information in the parsing result, determine the abnormal traffic connection interaction information and the abnormal interaction party corresponding to the traffic communication anomaly information, and send a traffic anomaly notification to the abnormal interaction party, where the abnormal interaction party is determined from the traffic operator, the traffic seat party, and the call center.

12. A computing device, including a memory, a processor, and computer instructions stored on the memory and executable on the processor, where when the processor executes the computer instructions, the steps of the method according to any one of claims 1-10 are implemented.

13. A computer-readable storage medium, which stores computer-executable instructions, where when the computer-executable instructions are executed by a processor, the steps of the method according to any one of claims 1-10 are implemented.

14. A computer program product, characterized in that, Including computer instructions, where when the computer instructions are executed by a processor, the steps of the method according to any one of claims 1-10 are implemented.

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