Outbound call monitoring method and device of call system, electronic equipment and storage medium

Abstract

The disclosure provides an outbound call monitoring method and device of a call system, electronic equipment and a medium. The outbound call monitoring method of the call system comprises: acquiring first target information of a seat end in a case where the seat end is in a working state of making an outbound call, the first target information comprising at least one of the following: first operation information received by the seat end and first call recording information of the seat end; and performing outbound call management on the seat end in a case where it is determined based on the first target information that the seat end is in an abnormal working state. The disclosure can improve the quality of customer service in the automatic outbound call process.

Description

TECHNICAL FIELD

[0001] The present disclosure relates to the technical field of communication, and in particular, to a call system outbound call monitoring method and device, electronic equipment and storage medium. BACKGROUND

[0002] In an intelligent outbound call system, when an agent opens an automatic outbound call mode, the system will automatically make outbound calls according to a specified list. However, in the automatic outbound call mode, there is a situation that a user answers the call, but the agent end has no response (the agent end has no response means that the agent corresponding to the agent end does not respond), which may lead to user complaints and resource waste. In other words, in the current intelligent outbound call system, there are often problems such as poor customer service quality and resource waste caused by abnormal working state of the agent end. SUMMARY

[0003] The call system outbound call monitoring method, device, electronic equipment and storage medium provided by the present disclosure can improve the management effect of the agent, thereby avoiding the problems of poor customer service quality and resource waste caused by abnormal working state of the agent end.

[0004] In a first aspect, the embodiments of the present disclosure provide a call system outbound call monitoring method, comprising:

[0005] In a case where the agent end is in a working state of making outbound calls, first target information of the agent end is acquired, the first target information comprising at least one of the following: first operation information received by the agent end and first call recording information of the agent end;

[0006] In a case where it is determined based on the first target information that the agent end is in an abnormal working state, the agent end is managed for outbound calls.

[0007] In a second aspect, the embodiments of the present disclosure provide a call system outbound call monitoring device, comprising:

[0008] An acquisition module is configured to acquire first target information of the agent end in a case where the agent end is in a working state of making outbound calls, the first target information comprising at least one of the following: first operation information received by the agent end and first call recording information of the agent end;

[0009] A management module is configured to manage the agent end for outbound calls in a case where it is determined based on the first target information that the agent end is in an abnormal working state.

[0010] In a third aspect, the embodiments of the present disclosure further provide an electronic equipment comprising a processor, a memory, and a computer program stored in the memory and executable on the processor, wherein the computer program is executed by the processor to implement the method steps of the first aspect.

[0011] In a fourth aspect, the embodiments of the present disclosure further provide a computer readable storage medium, and the computer readable storage medium stores a computer program. The computer program is executed by a processor to implement the method steps of the first aspect.

[0012] In the embodiments of the present disclosure, the operation information generated in real time and the call recording information of the agent terminal in the working state of the external call are used to determine whether the agent terminal is in an abnormal working state. If so, the external call management is performed on the agent terminal to improve the management effect of the agent terminal. It should be understood that the operation information generated in real time and the call recording information can accurately and timely reflect the current working condition of the agent customer corresponding to the agent terminal. The abnormal working state determined based on the real-time information is also relatively accurate. In the case where the agent customer corresponding to the agent terminal is accurately determined to be in an abnormal working state, the external call management is timely performed on the agent terminal, the customer message can be responded to in the shortest possible time, the complaint rate is reduced, and thus the customer service quality can be improved, and the working efficiency of the external call system can be improved to a certain extent. BRIEF DESCRIPTION OF DRAWINGS

[0013] In order to more clearly illustrate the technical solutions of the embodiments of the present disclosure, the drawings needed in the description of the embodiments of the present disclosure will be briefly introduced. Obviously, the drawings in the following description are only some embodiments of the present disclosure, and other drawings can be obtained by those skilled in the art without creative labor.

[0014] Figure 1 is one of the flowcharts of the external call monitoring method of the call system provided by the embodiments of the present disclosure;

[0015] Figure 2 is the second flowchart of the external call monitoring method of the call system provided by the embodiments of the present disclosure;

[0016] Figure 3 is a structural schematic diagram of the external call monitoring device of the call system provided by the embodiments of the present disclosure;

[0017] Figure 4 is a structural schematic diagram of the electronic device provided by the embodiments of the present disclosure;

[0018] Figure 5 is a schematic diagram of the external call interface of the agent terminal in the process of automatically calling a list of names in the embodiments of the present disclosure;

[0019] Figure 6 is a schematic diagram of the report module interface of the agent terminal in the embodiments of the present disclosure;

[0020] Figure 7FIG. 1 is a schematic diagram of a module of a call system according to an embodiment of the present disclosure. DETAILED DESCRIPTION

[0021] The technical solutions in the embodiments of the present disclosure will be clearly and completely described below with reference to the drawings in the embodiments of the present disclosure. Obviously, the described embodiments are some of the embodiments of the present disclosure, but not all the embodiments. Based on the embodiments in the present disclosure, all other embodiments obtained by those skilled in the art without creative work fall within the scope of protection of the present disclosure.

[0022] In the related art, a call system usually has an outbound cruise mode and a batch automatic outbound mode to facilitate the batch dialing of a phone by a seat end. In the outbound cruise mode, the management end (which can be regarded as a server in the call system) usually assigns a list to the seat end, the seat end displays a list of customers to be called in each seat queue, the seat end receives a start task, and the seat end sequentially calls the phone of two or more customers in the list of customers, and then connects the seat end after the customer answers the phone. After one round, the next round is automatically started until the list of customers is called, thereby improving the call efficiency of the seat end. In the batch automatic outbound mode, the management end usually assigns a list to the seat end, the seat end displays a list of customers to be called in each seat queue, the seat end receives a start task, and the seat end sequentially automatically calls the phone of a customer until the list of customers is called.

[0023] However, in the related art, when the outbound cruise task is started, the user may not answer the phone after answering the phone, which may lead to user complaints and resource waste.

[0024] Therefore, in the embodiments of the present disclosure, a method for monitoring outbound calls of a call system is provided. Specifically, based on the operation information and the call recording information of the seat end generated in real time in the working state of the seat end, it is determined whether the seat end is in an abnormal working state. If so, the outbound call management of the seat end is performed to improve the management effect of the seat end. It should be understood that the operation information and the call recording information generated in real time can accurately and timely reflect the current working state of the seat end. The abnormal working state determined based on these real-time information is also relatively accurate. In the case of accurately determining that the seat end is in an abnormal working state, the outbound call management of the seat end is timely performed, which can respond to customer information in the shortest possible time, reduce the complaint rate, thereby improving the quality of customer service and improving the working efficiency of the outbound system to a certain extent.

[0025] The outbound call monitoring method provided in the application can be executed by the management terminal, that is, by the server. Specifically, the outbound call monitoring method can be executed by the processor of the server. The server can be a physical server, a server cluster, or a cloud server capable of cloud computing.

[0026] Please refer to Figure 1 A flowchart of an outbound call monitoring method of a call system is provided for the embodiments of the present disclosure, and the method comprises the following steps:

[0027] In step 101, when the agent terminal is in a working state for making an outbound call, first target information of the agent terminal is acquired, and the first target information comprises at least one of the following: first operation information received by the agent terminal and first call recording information of the agent terminal.

[0028] The call system can be a call system of various service platforms, for example, a call system of a customer service platform, a collection service platform, or the like. The call system can make outbound calls to customers or receive call requests from customers to establish a call connection between the customers and the agent terminals.

[0029] The agent terminal can be a client of an agent customer service (which can also be referred to as an agent). During work, the agent can operate the corresponding client to complete the corresponding work tasks. For example, the agent can manually dial a phone, screen a list of customers to be dialed, end a call, and the like. The agent terminal can also be included in the outbound call system, that is, the agent terminal and the server jointly constitute an outbound call system. Figure 1 The method server jointly constitutes an outbound call system. Please refer to Figure 7 A structural diagram of an outbound call system is provided for the embodiments of the present application, Figure 7 The call system comprises a server and n agent terminals, and n is an integer greater than or equal to 3. It can be understood that the agent terminal in step S101 can be any one of the n agent terminals.

[0030] The server can manage the outbound call tasks of each agent terminal, for example, by assigning an outbound call list to each agent terminal. After obtaining the outbound call list, the agent terminal can perform the outbound call task according to the corresponding outbound call list. Please refer to Figure 5This is a schematic diagram of the outbound calling interface of an agent terminal during the automatic outbound calling of a list, as shown in one embodiment of this disclosure. The outbound calling interface includes multiple functional controls, which allow the agent terminal to modify the configuration information for outbound calls. These functional controls include a modification control 501 for modifying the number of outbound calls per call, a pause outbound call control 502, a recording control 503, a recording management control 504, a call log management control 505, a current dialed list control 506, a dialed list control 507, and a call-blocking control 508 for the day.

[0031] The agent can modify the number of outbound calls per transaction based on the aforementioned modification control. For example, please refer to [link to relevant documentation]. Figure 5 When the number of outbound calls per call is 2, the agent simultaneously calls two numbers from the aforementioned list each time. Correspondingly, upon receiving the first input to the pause outbound call control, the agent can pause the calling process for one list. Upon receiving the second input to the recording control, the agent can enable call recording. Upon receiving the third input to the recording management control, the agent can display the recorded calls. Upon receiving the fourth input to the call log management control, the agent can display call recordings within a preset time period. Upon receiving the fifth input to the current dialed list control, the agent can display the currently dialed list. Upon receiving the sixth input to the dialed list control, the agent can display the dialed list within a preset time period. Upon receiving the seventh input to the day-block control, the agent can display a list of numbers blocked from calling that day. The first, second, third, fourth, fifth, sixth, and seventh inputs can be various conventional touch inputs, such as single-click input, double-click input, long-press, etc. For example, in one embodiment of this disclosure, the first, second, third, fourth, fifth, sixth, and seventh inputs are all single-click inputs.

[0032] Each agent's terminal also has a corresponding reporting module, which includes various reports for each agent's terminal. These reports include: hotline progress report, Interactive Voice Response (IVR) node details report, IVR satisfaction statistics report, agent idle pop-up details report, and agent idle pop-up summary report, etc. Please refer to [link / reference]. Figure 6In one embodiment of this disclosure, a schematic diagram of the interface of the reporting module on the agent's terminal is provided. The reporting module further includes a search control and an export control. Thus, relevant personnel can use the search control to search for the various reports generated based on the agent's working status information within a specific time period. Simultaneously, the export control can be used to export the various reports generated based on the agent's working status information within a specific time period.

[0033] In one specific embodiment of this disclosure, the outbound call monitoring method of the aforementioned call system can be applied to debt collection scenarios. Specifically, the server can generate manual dialing queue tasks for overdue customers based on overdue payment age, customer characteristics, and model tags, using the system's built-in decision engine. This facilitates the agent terminals dialing the names in the generated queue tasks. Specifically, the call system distributes the manual dialing queue tasks evenly to each agent terminal according to an average distribution rule based on overdue days and overdue amounts. This achieves binding debt collection between agents and customers, meaning each agent terminal has its own list of customers to be collected from (e.g., agent A has 280 customers to be manually contacted). Agent terminals can then target these customers for continuous debt collection. During the automatic outbound calling process by agents according to the customer list, the aforementioned outbound call monitoring method can be used to monitor the agents, thereby improving the customer service quality of each agent terminal.

[0034] Based on this, embodiments of this disclosure can determine whether the agent terminal is in a normal working state by judging whether the agent terminal actually receives the agent's first operation information. It should be understood that whether the agent terminal is in a normal working state essentially refers to whether the agent corresponding to the agent terminal is in a normal working state. The first operation information can be various operations that can characterize the agent terminal being in a normal working state, such as manually dialing a phone, filtering the list of customers to be dialed, etc.

[0035] In one embodiment, determining whether the agent terminal is in a normal working state by judging whether the agent terminal actually receives the agent's first operation information may include: if the first operation information indicates that the agent terminal has not received the agent's operation within a first preset time period, determining that the agent terminal is in an abnormal working state.

[0036] Specifically, the client can record whether the agent interacts with the client interface within a first preset time period. Thus, if the agent does not interact with the client within the first preset time period, it can be determined that the agent is in an abnormal working state. Conversely, if the first operation information indicates that the agent interacted with the client within the first preset time period, it can be determined that the agent is in a normal working state.

[0037] Among them, the operations performed by the agent on the client can refer to various operations that can represent the normal working status of the agent, such as manually making phone calls, filtering the list of customers to be called, etc.

[0038] The aforementioned first preset time period can be a time period prior to the current time, and the duration of the first preset time period can be determined according to the actual situation, for example, it can be any value between 30 minutes and 1 hour. As an optional implementation, the first preset time can be determined based on historical data of outbound call operations performed by agents in normal working conditions. For example, by analyzing the outbound call task execution status of the agent from historical data, identifying approximately when and what operations are performed, or the time interval between two operations, etc. Then, the first preset time is determined based on the analyzed information and certain calculation rules. The first preset time can be different for different agents. It should be understood that setting targeted first preset times for different agents helps improve the accuracy of judging the working status of the corresponding agent based on operation information.

[0039] It should be noted that since the first set of operational information refers to the operations required by the agent when performing outbound calling tasks, conversely, if the agent does not perform these operations, it indicates that the agent is not performing outbound calling tasks, which means that the agent is in an abnormal working state. Therefore, judging whether the agent is in an abnormal or normal working state by whether the agent has performed the relevant operations for outbound calling tasks can ensure the accuracy of the judgment results.

[0040] Accordingly, the aforementioned first call recording information may also include call recordings from the agent's most recent calls. Specifically, the agent's status as a normal working entity can be determined by identifying the call recordings from the agent's most recent calls and based on the identification results. It is understood that the aforementioned first call recording information may be audio information recorded by the server during the agent's call.

[0041] As an optional implementation, identifying the call recordings of the agent's most recent calls and determining whether the agent is in normal working condition based on the identification results may include: performing text recognition on at least one call recording to obtain a first parameter value, the first parameter value being used to characterize the number of characters contained in the longest call recording of the agent among the at least one call recording; and determining that the agent is in an abnormal working state if the first parameter value is less than a first threshold.

[0042] The first call recording information can include call recordings corresponding to all call logs on the agent's end within a second preset time period. Since the call recordings typically do not include the agent's language when the agent is in an on-call state (i.e., the aforementioned abnormal working state), the first parameter value in the call recording is 0, and the first threshold can be 1. However, because the agent's environment may produce relatively short audio, the call recordings may include language corresponding to the client, but this language is relatively short. Therefore, a first threshold can be preset. When the longest language in the first call recording corresponding to the client has fewer characters than the first threshold, it is determined that the agent is in an on-call state. The first threshold can be a relatively small value, for example, any value between 3 and 5.

[0043] The aforementioned second preset time period can be a time period prior to the current time, and it can be the same as the first preset time period. Alternatively, the second preset time period can be a different time period from the first preset time period. For example, both the first and second preset time periods can be within 30 minutes prior to the current time. As an optional implementation, the second preset time period can be different for different agent terminals. The second preset time period can be determined based on the historical interaction data of the respective agent terminal with customers during normal operation. For example, some agents may not be good at expressing themselves during customer interactions, so they are almost silent during the communication process; other agents may dominate the interaction with customers. The second preset time periods set for these two types of agents may be different.

[0044] Specifically, when the call system's service backend detects a call being made by an agent, it can include a speech-to-text identifier in the number transfer command sent to the communication component (Freeswitch). After the call is connected, Freeswitch sends a real-time call recording to the Automatic Speech Recognition (ASR) system. The ASR system converts the recording into text and returns the result to Freeswitch. Freeswitch then sends the result back to the client via a web-user portal, thus completing the speech-to-text process.

[0045] In this implementation, the length of text within the longest segment of the recorded call reflects the agent's responsiveness to the customer. If the text length is particularly short, it can almost be assumed that the agent is not responding to the customer, and the agent may be in an abnormal working state. Therefore, using this information to determine whether the agent is in an abnormal working state is relatively accurate.

[0046] In another embodiment of this disclosure, if the first target information includes first operation information and first call recording information, determining whether the agent terminal is in an abnormal working state based on the first target information may include: determining that the agent terminal is in an abnormal working state when the first operation information indicates that the agent terminal has not received any agent operation within a first preset time period and the first parameter value is less than a first threshold. Thus, by making judgments based on two levels, the accuracy of the judgment results can be further improved.

[0047] Step 102: If it is determined that the agent terminal is in an abnormal working state based on the first target information, outbound call management is performed on the agent terminal.

[0048] Specifically, pre-defined criteria can be used to determine whether the agent terminal is in an abnormal working state. After identifying the first target information and obtaining the identification result, the result can be compared with the criteria to determine whether the agent terminal is in an abnormal working state. For example, the criteria could be: if the first operation information indicates that the agent terminal has not received any actual operation from the agent for a relatively long period, it can be determined that the agent terminal is in an abnormal working state; if the first target information is the first operation information, the agent's operation status is determined by identifying the first operation information, and if the operation status meets the above criteria, then the agent terminal is determined to be in an abnormal working state.

[0049] When the aforementioned agent is in an outbound calling state, it could mean that the agent has started a round-robin outbound calling task to make outbound calls. Alternatively, it could mean that the agent has started a batch automatic outbound calling task to make outbound calls.

[0050] The aforementioned management of outbound calls from the agent's terminal can be achieved using various common methods in related technologies, such as triggering pop-up prompts or controlling the agent's outbound call permissions.

[0051] In this implementation, the system determines whether an agent is in an abnormal working state by analyzing real-time operational information and call recordings generated during outbound calls. If so, a notification is sent to the agent to remind them to return to normal operation. It should be understood that real-time operational information and call recordings accurately and promptly reflect the agent's current working status. Abnormal working states identified based on this real-time information are also relatively accurate. Accurately identifying an abnormal working state allows for timely outbound call management, enabling responses to customer inquiries in the shortest possible time, reducing complaint rates, improving customer service quality, and ultimately enhancing the efficiency of the outbound call system.

[0052] In one embodiment, outbound call management of an agent terminal may include: determining the number of times the agent terminal experiences abnormal working states; and managing outbound calls of the agent terminal based on the number of times the agent terminal experiences abnormal working states and a preset threshold parameter.

[0053] Specifically, the preset call threshold parameter may include a second threshold and a third threshold, where the second threshold is less than the third threshold. Outbound call management of the agent terminal is based on the number of abnormal working states and the preset call threshold parameter, including:

[0054] If it is determined that the agent terminal is in an abnormal working state based on the first target information, the second parameter value is obtained, wherein the second parameter value is used to characterize the number of times the agent terminal is in continuous abnormal working state;

[0055] If the value of the second parameter is less than or equal to the second threshold, a first prompt message is sent to the agent to cancel the agent's outbound call permission so that the agent stops making outbound calls. The first prompt message is used to indicate that the agent is in an abnormal working state.

[0056] If the second parameter is greater than the second threshold and less than the third threshold, a second prompt message is sent to the agent to cancel the agent's outbound calling permission so that the agent stops making outbound calls. The second prompt message is used to indicate that the agent is in an abnormal working state and to indicate that if the agent is determined to be in an abnormal working state again, the account will be locked.

[0057] If the second parameter equals the third threshold, a third prompt message is sent to the agent, and the agent's outbound call permission is cancelled, and the agent's account is locked. If the second threshold is less than the third threshold, the third prompt message is used to indicate that the agent's account has been locked, and to indicate the method for unlocking the account.

[0058] The content of the first, second, and third notification messages can be different. That is, this embodiment sends different notification messages to the agent based on the number of consecutive times the agent remains online, in order to remind the agent to promptly end the online state. For example, the first notification message could be "You have been detected as inactive; please check if you are online"; the second notification message could be "You have been detected as suspected of being offline; your account will be forcibly locked on the next reminder; please be aware!"; and the third notification message could be "You have been detected as being offline; your account has been forcibly locked. Please contact your team leader to request unlocking!".

[0059] The values ​​of the second and third thresholds can be selected according to the actual situation. For example, in one embodiment of this disclosure, the second threshold is 2 and the third threshold is 3.

[0060] Specifically, when the second parameter value is less than or equal to the second threshold, it may be due to a temporary unavailability at the agent's end, leading to a misjudgment of an "hang-up" status. Therefore, in this case, the agent's call permissions can be suspended, and a first prompt message can be sent to remind the agent to manually remove the restriction on their call permissions. When the second parameter value is greater than the second threshold but less than the third threshold, since the number of times the agent is judged as "hang-up" is relatively high, it can be determined that the agent is in a suspected "hang-up" state. In this case, the agent's outbound call permissions can be suspended, i.e., outbound call work can be stopped, and a second prompt message can be sent to remind the agent that if they are again judged as being in a non-abnormal working state, their account will be locked. When the second parameter value equals the third threshold, it can be determined that the agent is currently in a "hang-up" state. In this case, in addition to notifying the agent of the result of being judged as "hang-up" through a third prompt message, the agent's outbound call permissions can be revoked, and the agent's account can be locked. Since the agent needs relevant administrators to restore their outbound call permissions, this further prevents malicious outbound call behavior by the agent.

[0061] It is understandable that relevant personnel can manually configure the specific values ​​of the first, second, and third thresholds in the call system.

[0062] In this implementation, different processing methods are set for each agent based on the number of times they hang up consecutively. This can further prevent malicious hanging up behavior by agents and thus further improve the customer service quality of agents.

[0063] In other embodiments, outbound call management for the agent terminal may include: sending an abnormal confirmation message to the agent terminal; if no cancellation confirmation operation is received from the agent terminal regarding the abnormal confirmation message within a preset time, it can be determined that the agent terminal is indeed in an abnormal working state, and the outbound call permission of the agent terminal can be directly revoked; if a cancellation confirmation operation is received from the agent terminal regarding the abnormal confirmation message within a preset time, it can be considered that the agent terminal has only temporarily left the agent terminal, and outbound call tasks can continue to be assigned to the agent terminal.

[0064] Optionally, after sending the first or second prompt message to the agent, and upon receiving confirmation of the second prompt message from the agent, the outbound calling permissions for the agent are reset to allow the agent to continue making outbound calls. The first and second prompt messages may each include a confirmation control, which the agent can click to indicate that they are not currently on call.

[0065] In this implementation, when the second parameter is less than the third threshold, the agent is judged to be in a suspected hang-up state. Therefore, if the agent is not in a hang-up state at this time, the call system can remove the restriction on its outbound calling permissions by manually clicking the prompt information, so as to ensure that it can continue to make outbound calls normally.

[0066] Optionally, after performing outbound call management on the agent terminal, the method further includes: obtaining second target information of the agent terminal, the second target information including second operation information of the agent terminal and second call recording information of the agent terminal after performing outbound call management on the agent terminal; and resetting the second parameter value to 0 if it is determined based on the second target information that the agent terminal is in a normal working state.

[0067] In one embodiment of this disclosure, a counter can be used to record the number of times a contact has been connected and hung up, with the value recorded by the counter serving as a second parameter value. In this embodiment, if the contact resumes normal operation before the second parameter value is less than a third threshold, the counter can be reset to zero, thereby ensuring that the number of times the counter records the number of consecutive hang-ups.

[0068] Optionally, the outbound call management method for the agent terminal further includes: generating abnormal work log information corresponding to the agent terminal. The abnormal work log information includes the identity information of the agent corresponding to the agent terminal and the time information of the abnormal work of the agent terminal. The abnormal work log information is used to evaluate the work of the agent.

[0069] In this implementation, an abnormal work log is generated each time a work station is identified as being in an abnormal working state. As a result, relevant managers can review the abnormal work logs to evaluate the working status of each work station, which will help to further improve the customer service quality of the work stations.

[0070] Please see Figure 2 This is a flowchart illustrating an outbound call monitoring method for a call system provided in this embodiment of the present disclosure. The first threshold is 3, the second threshold is Y-1, the third threshold is Y, and the second parameter value currently recorded by the counter is represented by n. The method includes:

[0071] When making batch calls from the agent's terminal, the system obtains the first target information. Based on this information, it determines whether the agent's terminal is in an abnormal working state. If so, n is incremented by 1. Then, the system compares n with the second and third thresholds. If n is less than (Y-1), a first prompt message is sent to the agent's terminal, and the agent's call permission is revoked. If n equals Y-1, a second prompt message is sent to the agent's terminal, and the agent's call permission is revoked. If the agent closes the pop-up window in response to either the first or second prompt message, the agent's operation permission is restored. If n equals Y, the system revoks the agent's call permission, locks the agent's account, and sends a third prompt message to the agent's terminal.

[0072] The specific implementation process in this embodiment is similar to that in the above embodiments, and will not be repeated here to avoid repetition.

[0073] Please see Figure 3 This is a schematic diagram of the structure of an outbound call monitoring device 300 for a call system provided in an embodiment of this disclosure. The outbound call monitoring device 300 for the call system includes:

[0074] The acquisition module 301 is used to acquire first target information of the agent when the agent is in the working state of making an outbound call. The first target information includes at least one of the following: first operation information received by the agent and first call recording information of the agent.

[0075] The management module 302 is used to manage outbound calls of the agent terminal when it is determined that the agent terminal is in an abnormal working state based on the first target information.

[0076] Optionally, the first target information includes first operation information, and the device further includes:

[0077] The determination module is used to determine that the agent terminal is in an abnormal working state if the first operation information indicates that the agent terminal has not received an agent operation within a first preset time period.

[0078] Optionally, the first target information includes first call recording information, which includes at least one call recording from the agent's end within a second preset time period. The device further includes:

[0079] The recognition module is used to perform text recognition on at least one call recording to obtain a first parameter value. The first parameter value is used to characterize the number of characters contained in the longest call recording at the agent end among the at least one call recording.

[0080] The determination module is also used to determine that the agent terminal is in an abnormal working state when the first parameter value is less than the first threshold.

[0081] Optionally, when the management module 302 determines that the agent terminal is in an abnormal working state based on the first target information, and performs outbound call management on the agent terminal, it executes the following steps:

[0082] If it is determined that the agent terminal is in an abnormal working state based on the first target information, the second parameter value is obtained, wherein the second parameter value is used to characterize the number of times the agent terminal is in continuous abnormal working state;

[0083] If the value of the second parameter is less than or equal to the second threshold, a first prompt message is sent to the agent to cancel the agent's outbound call permission so that the agent stops making outbound calls. The first prompt message is used to indicate that the agent is in an abnormal working state.

[0084] If the second parameter is greater than the second threshold and less than the third threshold, a second prompt message is sent to the agent to cancel the agent's outbound call permission. The second prompt message is used to indicate that the agent is in an abnormal working state and to indicate that if the agent is determined to be in an abnormal working state again, the account will be locked.

[0085] If the second parameter equals the third threshold, a third prompt message is sent to the agent, and the agent's outbound call permission is cancelled. Also, the agent's account is locked. The first threshold is less than the second threshold, the second threshold is less than the third threshold, and the third prompt message is used to indicate that the agent's account has been locked.

[0086] Optionally, the device further includes:

[0087] The settings module is used to reset the outbound calling permissions of the agent when the agent receives confirmation of the second prompt information, so that the agent can continue to make outbound calls.

[0088] Optionally, the acquisition module 301 is further configured to acquire second target information of the agent terminal, the second target information including second operation information of the agent terminal and second call recording information of the agent terminal after outbound call management is performed on the agent terminal;

[0089] The device also includes:

[0090] The reset module is used to reset the second parameter value to 0 when it is determined that the agent is in normal working condition based on the second target information.

[0091] Optionally, the device further includes:

[0092] The generation module is used to generate abnormal work log information corresponding to the agent terminal. The abnormal work log information includes the agent's identity information and the time information of the abnormal work on the agent terminal. The abnormal work log information is used to evaluate the agent's work.

[0093] The outbound call monitoring device 300 for the call system provided in this embodiment can realize the various processes in the above-described outbound call monitoring method embodiment for the call system. To avoid repetition, it will not be described again here.

[0094] See Figure 4 , Figure 4 This is a structural diagram of an electronic device 400 provided in another embodiment of this disclosure, such as... Figure 4 As shown, the electronic device 400 includes a processor 401, a memory 402, and a computer program stored in the memory 402 and executable on the processor. The various components in the outbound call monitoring device of the call system are coupled together via a bus interface 403. When the computer program is executed by the processor 401, it performs the following steps:

[0095] When the agent is in the working state of making an outbound call, the agent obtains the first target information of the agent. The first target information includes at least one of the following: the first operation information received by the agent and the first call recording information of the agent.

[0096] If the agent terminal is determined to be in an abnormal working state based on the first target information, outbound call management is implemented on the agent terminal.

[0097] Optionally, the first target information includes first operation information, and the processor 401 further executes:

[0098] If the agent does not receive any agent operation within the first preset time period, it is determined that the agent is in an abnormal working state.

[0099] Optionally, the first target information includes first call recording information, which includes at least one call recording from the agent's end within a second preset time period. The processor 401 further executes:

[0100] Text recognition is performed on at least one call recording to obtain a first parameter value. The first parameter value is used to characterize the number of characters contained in the longest call recording at the agent's end among the at least one call recording.

[0101] If the value of the first parameter is less than the first threshold, it is determined that the agent is in an abnormal working state.

[0102] Optionally, when the processor 401 determines that the agent terminal is in an abnormal working state based on the first target information, and performs outbound call management on the agent terminal, it executes the following steps:

[0103] If it is determined that the agent terminal is in an abnormal working state based on the first target information, the second parameter value is obtained, wherein the second parameter value is used to characterize the number of times the agent terminal is in continuous abnormal working state;

[0104] If the value of the second parameter is less than or equal to the second threshold, a first prompt message is sent to the agent to cancel the agent's outbound call permission so that the agent stops making outbound calls. The first prompt message is used to indicate that the agent is in an abnormal working state.

[0105] If the second parameter is greater than the second threshold and less than the third threshold, a second prompt message is sent to the agent to cancel the agent's outbound call permission. The second prompt message is used to indicate that the agent is in an abnormal working state and to indicate that if the agent is determined to be in an abnormal working state again, the account will be locked.

[0106] If the second parameter equals the third threshold, a third prompt message is sent to the agent, and the agent's outbound call permission is cancelled. Also, the agent's account is locked. The first threshold is less than the second threshold, the second threshold is less than the third threshold, and the third prompt message is used to indicate that the agent's account has been locked.

[0107] Optionally, after sending the first or second notification message to the agent, the method further includes:

[0108] Upon receiving confirmation from the agent regarding the second prompt message, the outbound calling permissions are reset on the agent's end to enable the agent to continue making outbound calls.

[0109] Optionally, after implementing outbound call management on the agent terminal, the method further includes:

[0110] Obtain the second target information of the agent terminal. The second target information includes the second operation information of the agent terminal after outbound call management and the second call recording information of the agent terminal.

[0111] If the agent is determined to be in normal working condition based on the second target information, the second parameter value is reset to 0.

[0112] Optionally, the processor 401 further performs:

[0113] Generate abnormal work log information corresponding to the agent terminal. The abnormal work log information includes the agent's identity information and the time information of the abnormal work on the agent terminal. The abnormal work log information is used to evaluate the work of the agent terminal.

[0114] This disclosure also provides an electronic device, including a processor, a memory, and a computer program stored in the memory and executable on the processor. When the computer program is executed by the processor, it implements the various processes of the above method embodiments and achieves the same technical effects. To avoid repetition, it will not be described again here.

[0115] This disclosure also provides a computer-readable storage medium storing a computer program. When executed by a processor, the computer program implements the various processes of the above-described method embodiments and achieves the same technical effects. To avoid repetition, further details are omitted here. The computer-readable storage medium may include read-only memory (ROM), random access memory (RAM), a magnetic disk, or an optical disk.

[0116] It should be noted that, in this document, the terms "comprising," "including," or any other variations thereof are intended to cover non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements includes not only those elements but also other elements not expressly listed, or elements inherent to such a process, method, article, or apparatus. Unless otherwise specified, an element defined by the phrase "comprising one..." does not exclude the presence of other identical elements in the process, method, article, or apparatus that includes that element.

[0117] Through the above description of the embodiments, those skilled in the art can clearly understand that the methods of the above embodiments can be implemented by means of software plus necessary general-purpose hardware platforms. Of course, they can also be implemented by hardware, but in many cases the former is a better implementation method. Based on this understanding, the technical solution of this disclosure, in essence, or the part that contributes to the prior art, can be embodied in the form of a software product. This computer software product is stored in a storage medium (such as ROM / RAM, magnetic disk, optical disk) and includes several instructions to cause an electronic device (which may be a mobile phone, computer, server, air conditioner, or network device, etc.) to execute the methods of the various embodiments of this disclosure.

[0118] The embodiments of this disclosure have been described above with reference to the accompanying drawings. However, this disclosure is not limited to the specific embodiments described above. The specific embodiments described above are merely illustrative and not restrictive. Those skilled in the art can make many other forms under the guidance of this disclosure without departing from the spirit and scope of the claims, and all of these forms are within the protection scope of this disclosure.

Claims

1. A method for monitoring outbound calls in a call system, characterized in that, include: When the agent is in the working state of making an outbound call, the first target information of the agent is obtained, and the first target information includes the first call recording information of the agent. If it is determined that the agent terminal is in an abnormal working state based on the first target information, outbound call management is performed on the agent terminal. The abnormal working state is determined by call anomalies, wherein the call anomalies include the longest segment of the first call recording containing less than a first threshold number of characters.

2. The method according to claim 1, characterized in that, The first target information also includes the first operation information received by the agent terminal, and the abnormal working state is also determined by operation anomaly, wherein the operation anomaly includes no agent operating the client interface within a first preset time period, and the first preset time period is determined based on historical data of agents performing outbound call operations under normal working conditions.

3. The method according to claim 1, characterized in that, The first call recording information includes at least one call recording from the agent's terminal within a second preset time period.

4. The method according to claim 1, characterized in that, If, based on the first target information, it is determined that the agent terminal is in an abnormal working state, outbound call management is performed on the agent terminal, including: If it is determined that the agent terminal is in an abnormal working state based on the first target information, a second parameter value is obtained, wherein the second parameter value is used to characterize the number of times the agent terminal has been in continuous abnormal working state; If the value of the second parameter is less than or equal to the second threshold, a first prompt message is sent to the agent terminal to cancel the outbound call permission of the agent terminal so that the agent terminal stops making outbound calls. The first prompt message is used to indicate that the agent terminal is in the abnormal working state. If the second parameter is greater than the second threshold and the second parameter is less than the third threshold, a second prompt message is sent to the agent terminal to cancel the outbound call permission of the agent terminal. The second prompt message is used to indicate that the agent terminal is in the abnormal working state and to indicate that if the agent terminal is determined to be in the abnormal working state again, the account will be locked. If the second parameter is equal to the third threshold, a third prompt message is sent to the agent terminal, and the agent terminal's outbound call permission is cancelled, and the agent terminal's account is locked. If the second threshold is less than the third threshold, the third prompt message is used to indicate that the agent terminal's account has been locked.

5. The method according to claim 4, characterized in that, After sending the second notification message to the agent terminal, the method further includes: If the agent receives confirmation of the second prompt information from the agent, the outbound call permissions of the agent are reset so that the agent can continue to make outbound calls.

6. The method according to claim 4, characterized in that, After implementing outbound call management for the agent terminal, the method further includes: Obtain the second target information of the agent terminal, the second target information including the second operation information of the agent terminal and the second call recording information of the agent terminal after the agent terminal performs outbound call management; If it is determined that the agent is in normal working condition based on the second target information, the second parameter value is reset to 0.

7. The method according to claim 1, characterized in that, After implementing outbound call management for the agent terminal, the method further includes: An abnormal work log information corresponding to the agent terminal is generated. The abnormal work log information includes the agent's identity information and the time information of the abnormal work of the agent terminal. The abnormal work log information is used to evaluate the work of the agent.

8. An outbound call monitoring device for a call system, characterized in that, include: The acquisition module is used to acquire first target information of the agent terminal when the agent terminal is in the working state of making an outbound call. The first target information includes first call recording information of the agent terminal. The management module is used to manage outbound calls for the agent terminal when it is determined that the agent terminal is in an abnormal working state based on the first target information. The abnormal working state is determined by call anomalies, wherein the call anomalies include the longest segment of the first call recording containing less than a first threshold number of characters.

9. An electronic device, characterized in that, It includes a processor, a memory, and a computer program stored in the memory and executable on the processor, wherein the computer program, when executed by the processor, implements the method steps as described in any one of claims 1 to 7.

10. A computer-readable storage medium, characterized in that, The computer-readable storage medium stores a computer program that, when executed by a processor, implements the method steps as described in any one of claims 1 to 7.

Images