Online inspection method and device supporting multiple communication tools

Abstract

The invention relates to an online inspection method and device supporting multiple communication tools, and the method comprises the steps: obtaining incoming line data and a bearing mode generated when a user carries out incoming line from a user service platform, and the bearing mode is used for indicating an instant communication tool employed by the user for communication with a seat in the user service platform; the routing inspection logic hit by the bearing mode is determined, the user service platform is configured with the routing inspection logic corresponding to each instant messaging tool, and the routing inspection logic is used for verifying whether the routing configuration of the corresponding instant messaging tool is correct or not; determining a route matched with the incoming line data according to the hit routing inspection logic, and determining a routing inspection passing result according to whether the route exists in a corresponding routing table or not; and carrying out alarm processing on the incoming line data which does not pass the routing inspection. The stability of the user service platform can be improved.

Description

Technical Field

[0001] The present application relates to the field of computer technology, and in particular to an online inspection method and device supporting multiple communication tools. Background Art

[0002] In today's era of rapid development of digitalization and Internet technology, many industries are experiencing a transformation from traditional face-to-face service models to online instant messaging services. For example, as an important bridge connecting insurance companies and customers, insurance agency platforms are responsible for providing real-time consultation, answering questions, recommending insurance products, and other service functions. With the continuous advancement of technology, these services are often provided through a variety of instant messaging tools (such as WeChat, QQ, email, etc.) to ensure that the needs of different user groups can be covered.

[0003] In the user service platform, each instant messaging tool has its own unique routing rules and configuration requirements. In order to ensure the stability and reliability of all instant messaging tools and to continuously provide high-quality customer service, it is necessary to regularly monitor the operation of each instant messaging tool to verify the correctness and effectiveness of the routing configuration, and respond quickly to any problems to minimize the impact on user services.

[0004] However, existing inspection methods can often only cover a single communication tool and are unable to detect potential problems with newly added communication tools, resulting in low stability of the user service platform. Summary of the invention

[0005] The present application provides an online inspection method and device supporting multiple communication tools to solve the problem of low stability of a user service platform.

[0006] The present application provides an online inspection method supporting multiple communication tools, the method comprising:

[0007] Acquire incoming call data and bearer mode generated when a user calls in from a user service platform, wherein the bearer mode is used to indicate an instant messaging tool used by the user to communicate with an agent in the user service platform;

[0008] Determine the inspection logic hit by the bearer mode, wherein the user service platform is configured with inspection logic corresponding to each instant messaging tool, and the inspection logic is used to verify whether the routing configuration of the corresponding instant messaging tool is correct;

[0009] Determine the route matched by the incoming data according to the hit inspection logic, and determine the inspection pass result according to whether the route exists in the corresponding routing table;

[0010] Provide alarm processing for incoming line data that fails inspection.

[0011] Optionally, the inspection logic for determining that the bearer mode is hit includes:

[0012] Determine a routing rule that matches the bearer mode, wherein the routing rule is an instant messaging system routing rule or a platform customer service system routing rule;

[0013] In the case where the routing rule is an instant messaging system routing rule, determining the inspection logic that hits the instant messaging system;

[0014] In the case where the routing rule is a platform customer service system routing rule, the inspection logic that hits the platform customer service system is determined, wherein the platform customer service system is an instant messaging tool built based on a customer service component of a third-party platform.

[0015] Optionally, executing the hit inspection logic based on the incoming line data includes:

[0016] If the inspection logic of the instant messaging system is hit, the main database route, acceptance mode and tenant-level route matching the incoming data are determined;

[0017] If the main database route does not exist in the main database routing table, it is determined that the inspection fails;

[0018] If the main database route exists in the main database routing table, the undertaking mode is manual service, and the tenant-level route does not exist in the tenant-level routing table, it is determined that the inspection fails.

[0019] Optionally, executing the hit inspection logic based on the incoming line data includes:

[0020] If the inspection logic of the platform customer service system is hit, query whether the customer service route matched by the incoming line data exists in the customer service route table;

[0021] If the customer service route does not exist in the customer service routing table, it is determined that the inspection fails.

[0022] Optionally, the alarm processing for incoming line data that fails the inspection includes:

[0023] When it is detected that the inspection fails, a monitoring indicator is generated according to the error information in the log, wherein the error information is used to indicate the incoming line data that failed the inspection;

[0024] When it is detected that the monitoring indicator triggers a preset alarm rule, an alarm message is generated, wherein the alarm message includes an analysis of the reasons why the inspection failed;

[0025] Send the alarm information to the designated location of the platform customer service system according to the pre-configured alarm method;

[0026] The specified interface for creating a defect ticket is called to create and send a defect ticket to the specified location, wherein the defect ticket is used to dynamically follow up the processing progress.

[0027] Optionally, obtaining incoming call data and a bearer mode generated when a user calls in from a user service platform includes:

[0028] When a user logs in from the user service platform, user exposure data is obtained from the customer service system through the data warehouse, wherein the user exposure data is data generated by consultation and interaction when the user logs in from the user service platform;

[0029] Cleaning the user exposure data through the data warehouse to extract the incoming line data and the bearer mode;

[0030] Synchronize the extracted data to the target library table, wherein the target library table is consistent with the data structure in the data warehouse;

[0031] The incoming line data and the bearing mode are read from the target library table.

[0032] Optionally, before reading the incoming line data and the bearer mode from the target library table, the method further includes:

[0033] Obtaining preset environment variables and reading basic information of the target database table from a configuration file, wherein the environment variables are used to indicate that the current database environment is an online environment or a test environment;

[0034] The target library table is connected according to the environment variable and basic information of the target library table.

[0035] The present application provides an online inspection device supporting multiple communication tools, the device comprising:

[0036] An acquisition module, used to acquire incoming call data and a bearer mode generated when a user calls in from a user service platform, wherein the bearer mode is used to indicate an instant messaging tool used by the user to communicate with an agent in the user service platform;

[0037] A determination module, used to determine the inspection logic hit by the bearer mode, wherein the user service platform is configured with an inspection logic corresponding to each instant messaging tool, and the inspection logic is used to verify whether the routing configuration of the corresponding instant messaging tool is correct;

[0038] An execution module, used to determine the route matched by the incoming data according to the hit inspection logic, and determine the inspection pass result according to whether the route exists in the corresponding routing table;

[0039] The alarm module is used to issue alarms for incoming line data that fails inspection.

[0040] The present application provides an electronic device, comprising: at least one communication interface; at least one bus connected to the at least one communication interface; at least one processor connected to the at least one bus; and at least one memory connected to the at least one bus.

[0041] The present application also provides a computer storage medium storing computer executable instructions, wherein the computer executable instructions are used to execute the online inspection method supporting multiple communication tools as described in any one of the above items of the present application.

[0042] The present application also provides a computer program product or a computer program, which includes a computer instruction stored in a computer-readable storage medium. A processor of a computer device reads the computer instruction from the computer-readable storage medium, and the processor executes the computer instruction, so that the computer device executes the method provided in the above-mentioned online inspection aspect supporting multiple communication tools or various optional implementations of the online inspection aspect supporting multiple communication tools.

[0043] The above technical solution provided by the embodiment of the present application has the following advantages over the prior art: In the present application, the user service platform supports a variety of instant messaging tools. By analyzing the user's bearer mode, the platform can automatically identify the inspection logic of the instant messaging tool currently being used, and then determine the route that matches the user's incoming data according to the specific routing logic. By judging whether the route exists in the corresponding routing table, it is verified whether there is data that does not pass the inspection. If so, an alarm is issued for the data. The present application achieves comprehensive coverage of a variety of instant messaging tools, and through data monitoring and data analysis, timely discovers problems with the current instant messaging tool being used, thereby improving the stability of the user service platform. BRIEF DESCRIPTION OF THE DRAWINGS

[0044] The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present application and, together with the description, serve to explain the principles of the present application.

[0045] In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, for ordinary technicians in this field, other drawings can be obtained based on these drawings without paying any creative labor.

[0046] One or more embodiments are exemplarily described by pictures in the corresponding drawings, and these exemplified descriptions do not constitute limitations on the embodiments. Elements with the same reference numerals in the drawings represent similar elements, and unless otherwise stated, the figures in the drawings do not constitute proportional limitations.

[0047] Figure 1 Schematic diagram of an online inspection system supporting multiple communication tools provided in an embodiment of the present application;

[0048] Figure 2 A flow chart of an online inspection method supporting multiple communication tools provided in an embodiment of the present application;

[0049] Figure 3 A schematic diagram of a process for generating incoming line data and a bearer mode provided in an embodiment of the present application;

[0050] Figure 4 A schematic diagram of the inspection process of the inspection application provided in the embodiment of the present application;

[0051] Figure 5 A schematic diagram of the inspection logic of the instant messaging system provided in the embodiment of the present application;

[0052] Figure 6 A schematic diagram of the inspection logic of the platform customer service system provided in the embodiment of the present application;

[0053] Figure 7 A schematic diagram of the structure of an online inspection device supporting multiple communication tools provided in an embodiment of the present application;

[0054] Figure 8 A schematic diagram of the structure of an electronic device provided in an embodiment of the present application. DETAILED DESCRIPTION

[0055] In order to make the purpose, technical solution and advantages of the embodiments of the present application clearer, the technical solution in the embodiments of the present application will be clearly and completely described below in conjunction with the drawings in the embodiments of the present application. Obviously, the described embodiments are part of the embodiments of the present application, not all of the embodiments. Based on the embodiments in the present application, all other embodiments obtained by ordinary technicians in this field without making creative work are within the scope of protection of this application.

[0056] The disclosure below provides many different embodiments or examples to realize the different structures of the present application. In order to simplify the disclosure of the present application, the parts and settings of specific examples are described below. Of course, they are only examples, and the purpose is not to limit the present application. In addition, the present application can repeat reference numbers and / or letters in different examples. This repetition is for the purpose of simplification and clarity, and does not itself indicate the relationship between the various embodiments and / or settings discussed.

[0057] In order to solve the problems mentioned in the background technology, according to one aspect of an embodiment of the present application, an embodiment of online inspection supporting multiple communication tools is provided.

[0058] Optionally, in the embodiment of the present application, the online inspection method supporting multiple communication tools can be applied to Figure 1 In the hardware environment composed of the terminal 101 and the server 103 shown in FIG. Figure 1 As shown, users access the user service platform through mobile phones, computers and other devices to initiate consultations, and agents respond and process through dedicated terminals or software. Server 103 is connected to terminal 101 through the network and is responsible for processing incoming data, executing inspection logic, and generating inspection results. A database 105 can be set on the server or independently of the server to store user exposure data, routing configuration information, inspection logs, etc.

[0059] As a computing resource provider, the server supports the operation of the platform customer service system, including the old instant messaging system and the new platform customer service system. These systems process user consultation requests through the server and assign the requests to the appropriate agents or service groups based on the routing configuration.

[0060] The data warehouse on the server is responsible for collecting and managing a large amount of user exposure data, and supports custom Hive SQL to achieve data cleaning and conversion. The cleaned data is stored in a temporary table and automatically synchronized to the MySQL database at regular intervals, providing an accurate data source for inspection applications.

[0061] The inspection application is deployed on the server, reads the data in the MySQL database, and executes the inspection logic to check whether the routing configuration is correct to ensure that customer inquiries can be correctly assigned. If a configuration problem is found, the inspection application will trigger an alarm and notify the relevant personnel through the platform customer service system, and automatically create a defect ticket for follow-up processing.

[0062] An online inspection method supporting multiple communication tools in an embodiment of the present application can be executed by the server 103, specifically by an inspection application.

[0063] The following will be combined with specific implementation methods to provide an online inspection method supporting multiple communication tools provided by the embodiment of the present application in detail. Figure 2 As shown, the specific steps are as follows:

[0064] Step 201: Acquire incoming call data and bearer mode generated when a user calls in from a user service platform, wherein the bearer mode is used to indicate the instant messaging tool used by the user to communicate with the agent in the user service platform;

[0065] Step 202: Determine the inspection logic for the bearer mode hit, wherein the user service platform is configured with the inspection logic corresponding to each instant messaging tool, and the inspection logic is used to verify whether the routing configuration of the corresponding instant messaging tool is correct;

[0066] Step 203: Determine the route that the incoming data matches according to the hit inspection logic, and determine the inspection pass result according to whether the route exists in the corresponding routing table;

[0067] Step 204: Perform alarm processing for incoming line data that fails inspection.

[0068] When a user initiates a consultation through the user service platform, the system will capture the user's incoming line data and bearer mode. By analyzing the bearer mode, the system will automatically match the inspection logic corresponding to the bearer mode. The user service platform pre-configures the inspection logic corresponding to each instant messaging tool. At the same time, the user service platform can only use one instant messaging tool. The inspection logic is used to verify whether the routing configuration of the corresponding instant messaging tool is correct. The system determines the route matched by the incoming line data based on the hit inspection logic, and then identifies the inspection pass result based on whether the route exists in the corresponding routing table. If the inspection passes, the next inspection will continue; if any unexpected results are found during the execution process, the system will immediately mark the incoming line as failed inspection and trigger the alarm processing process. The alarm information will quickly notify the technicians so that they can intervene to solve the problem, thereby avoiding greater impact on the user experience.

[0069] Optionally, the user service platform can interact with the user through an instant messaging tool, and the user service platform includes but is not limited to: a financial platform, an insurance platform, a medical platform, and an education platform.

[0070] Optionally, the incoming call data includes but is not limited to: basic information of the user (such as user ID, name, contact information), incoming call time, incoming call channel (such as web page, APP, mini program, etc.) and specific scenario of the call (such as purchasing products, service consultation, etc.).

[0071] The carrier mode refers to the instant messaging tools used by users to communicate with agents, such as IM (Instant Messaging System), H5IM system or platform customer service system. Among them, IM system refers to various applications and platforms that allow users to communicate online in real time, such as QQ; H5IM system refers to an instant messaging system based on HTML5 technology. This type of system mainly uses Web technology to send and receive messages through the browser. It does not require additional client software installation and can be used directly in the browser. The platform customer service system is an instant messaging tool built based on the customer service component of a third-party platform, such as WeChat.

[0072] In this application, the user service platform supports a variety of instant messaging tools. By analyzing the user's bearer mode, the platform can automatically identify the inspection logic of the instant messaging tool currently being used, and then determine the route that matches the user's incoming data according to the specific routing logic. By judging whether the route exists in the corresponding routing table, it verifies whether there is data that fails the inspection. If so, an alarm is issued for the data. This application achieves comprehensive coverage of a variety of instant messaging tools. Through data monitoring and data analysis, problems with the current instant messaging tools used can be discovered in a timely manner, thereby improving the stability of the user service platform.

[0073] In step 201, when a user calls in from a user service platform, obtaining incoming call data and bearer mode includes the following steps:

[0074] Step S2011: when a user logs in from the user service platform, user exposure data is obtained from the customer service system through the data warehouse, wherein the user exposure data is the data generated by consultation and interaction when the user logs in from the user service platform;

[0075] Step S2012: Clean the user exposure data through the data warehouse and extract the incoming line data and bearer mode;

[0076] Step S2013: Synchronize the extracted data to the target database table, wherein the target database table has the same data structure as that in the data warehouse;

[0077] Step S2014: Read the incoming line data and bearer mode from the target library table.

[0078] When a user logs in from the homepage entrance of the user service platform, the user exposure data generated by user consultation and interaction is obtained based on the user's relevant authorization, and the user exposure data is stored in real time in the database of the customer service system.

[0079] As a system for storing and managing large amounts of data, the data warehouse also collects user exposure data from the customer service system in real time. The data warehouse stores the collected user exposure data in the adviser_report_info record table. The data structure in the adviser_report_info record table is as follows:

[0080] `server_ip` string,

[0081] `event_group` string,

[0082] `exts` string,

[0083] `wtag_id` string,

[0084] The data that needs to be extracted and cleaned is in the exts field and the wtag_id field. The wtag_id field contains the bearer mode, which covers various bearer modes of the customer service portal. The embodiment of this application only needs to clean the data whose bearer mode is the platform customer service system and IM. The exts field contains multiple key data, which are very important for the inspection and problem location of the routing configuration. The following is an explanation of some key data:

[0085] Six-segment code (senceCode): used to determine the detailed path of the user's incoming call, the format is WEB_product code_insurance company code_consulting scenario_page ID_city code.

[0086] Page ID (pageId): The page from which the user enters.

[0087] Component ID (componentId): The component from which the user enters.

[0088] Redirect: A complete URL including the six-segment code and other parameters.

[0089] Session source (sessionFrom): six-segment code embedded in H5IM.

[0090] Customer service six-segment code (scene_param): customer service six-segment code.

[0091] Customer service incoming line parameters (enc_scene): customer service incoming line parameters.

[0092] Agent Type (agentType): Agent type.

[0093] Channel: Channel information.

[0094] Channel code (perspectiveCode): channel code.

[0095] The record table advisor_report_info cleans the data in the exts field and the wtag_id field, and adds additional filtering conditions. Then, the same six-segment code is deduplicated by combining the filtering conditions and different bearer modes to ensure that only one record is retained for each combination to obtain the cleaned data. Among them, the filtering conditions include: 1. event_time is within the working time range: 9:00-22:00; 2. pt_day is the day before the current time, and the full exposure record of the previous day is filtered out; event_id is fixed to scrm_entry_service_log (records of user calls); event_group is fixed to scrm_entry_response (records of the system's response to user calls).

[0096] Among them, by limiting event_time, the amount of data to be processed is reduced, and the data processing efficiency is improved; only the data of the previous day pt_day is processed to ensure the timeliness of the data; the user call record contains important information about the user's consultation, such as the six-segment code, service method, etc. Filtering out these records can ensure the relevance of the data and improve the accuracy of the inspection task; the response record contains information on how the system handles the user's call, and filtering out these records can ensure the relevance of the data and improve the accuracy of the inspection task. Through these additional filtering conditions, the system can more accurately extract and clean user exposure data, ensuring the timeliness and relevance of the data. These data play a key role in subsequent inspection tasks, helping the system to promptly discover and solve routing configuration problems and improve the system's response rate.

[0097] The cleaned data is synchronized from the advisor_report_info table to the temporary table advisor_report_info_inspects_tmp. The synchronization process is as follows:

[0098] When a user calls in from the user service platform, the user exposure data can be cleaned and stored, including the following steps: the record table in the data warehouse extracts and cleans the specified fields from the customer service system, wherein the specified fields include the exts field and the wtag_id field; the cleaned specified fields are converted according to the preset field type; the scheduling tool is used to regularly load the converted fields into a temporary table, wherein the preset field type is set for the specified fields in the temporary table to store the specified fields after data conversion according to the preset field type.

[0099] The specific steps are as follows: (1) Write Hive SQL to extract and clean the specified fields (exts field and wtag_id field) and records from the source table, including processing missing values, removing duplicate values, and standardizing data formats; (2) Convert the data field type to facilitate data synchronization; (3) Temporary table design: Ensure that the design of the temporary table is suitable for storing the cleaned and converted data, and set the appropriate field type; (4) Data loading: Load the cleaned and converted data into the temporary table; (5) Use the scheduling tool Cron to automate the data loading process and ensure regular execution.

[0100] The data structure in the temporary table adviser_report_info_inspects_tmp that stores the cleaned data is as follows:

[0101] #create_table_adviser_report_info_inspects_tmp.hql

[0102] CREATE TABLE IF NOT EXISTS

[0103] adm.adviser_report_info_inspects_tmp(

[0104] page_id string comment'Page ID',

[0105] component_id string comment'component ID',

[0106] service_type string comment'carrying mode, WX_CUSTOMER_SERVICE-WeChat customer service, INTERNAL_H5IM-embedded H5IM, IM-IM',

[0107] redirect string comment'Incoming link',

[0108] session_from string comment'embedded H5IM six-segment code',

[0109] sence_code string comment'pure H5 six-segment code',

[0110] scene_param string comment'WeChat customer service six-segment code',

[0111] enc_scene string comment'WeChat customer service incoming line parameters',

[0112] agent_type string comment'Agent type',

[0113] channel string comment'channel',

[0114] wtag_id string comment'wtagid',

[0115] perspective_code string comment'channel code'

[0116] )COMMENT'Entry bearing mode inspection data intermediate table'PARTITIONED BY (pt_day string) STORED AS ORC.

[0117] Before synchronizing the data extracted from the data warehouse to the target database table, it is necessary to ensure that the data structure of the target database table is consistent with the data structure in the data warehouse. Since the temporary table adviser_report_info_inspects_tmp uses HiveSQL, the target database table is MySQL. The main process of synchronizing the extracted data to the target database table is as follows:

[0118] Determine the source data in the temporary table of the data warehouse, where the source data is incremental data; convert the format of the incremental data to meet the field requirements in the target library table; use data integration tools to build a data flow pipeline; extract incremental data in the temporary table regularly through the data flow pipeline and synchronize it to the target library table; after the synchronization is completed, compare the source data and the target data synchronized to the target library table. If it is determined that the source data and the target data are consistent, the synchronization is determined to be complete.

[0119] The specific steps are as follows: (1) Extract data from the data warehouse, convert its format, and then load it into MySQL; (2) Use data integration tools (Apache Nifi) to automate the data synchronization process and simplify data synchronization tasks; (3) Build a data flow pipeline to automate data flow and synchronize batch data to MySQL; (4) Use a scheduler (Cron) to automate data synchronization tasks and ensure that automatic synchronization tasks are triggered at a specific time; (5) Implement incremental data synchronization to reduce data transmission volume and processing time, and use the pt_day field to identify changed data; (6) Real-time logging and monitoring to ensure the transparency and reliability of the synchronization process, so that errors can be discovered and handled in a timely manner; (7) Perform data verification after synchronization to ensure data consistency between the source and target.

[0120] Figure 3To generate the process diagram of incoming line data and bearer mode, it can be seen that the user exposure data is stored in the customer service system. After the data is cleaned in the adviser_report_info table of the data warehouse, the incoming line data and bearer mode are extracted, and then the data is stored in the adviser_report_info_inspects_tmp table and a scheduled task is set. The adviser_report_info_inspects_tmp table automatically synchronizes the data to the MySQL database (adviser_report_inspect_info table) at a fixed time.

[0121] In this application, the data warehouse is responsible for collecting and managing a large amount of user exposure data, and supports custom Hive SQL to implement data cleaning and conversion. The cleaned data is stored in a temporary table and automatically synchronized to the MySQL database at regular intervals, providing an accurate data source for the inspection application.

[0122] In step 202, the inspection logic for determining the bearer mode hit includes the following steps.

[0123] Step 221: Determine a routing rule that matches the bearer mode, wherein the routing rule is an instant messaging system routing rule or a platform customer service system routing rule;

[0124] Step 222: when the routing rule is an instant messaging system routing rule, determining the inspection logic that hits the instant messaging system;

[0125] Step 2023: When the routing rule is a platform customer service system routing rule, determine the inspection logic that hits the platform customer service system, wherein the platform customer service system is an instant messaging tool built based on a customer service component of a third-party platform.

[0126] The embodiment of the present application creates an inspection application, which is an automated tool for reading incoming line data and bearer mode from MySQL, regularly checking whether the routing configuration of the instant messaging tool is correct, thereby executing inspection tasks and outputting the results of inspection pass or inspection fail.

[0127] Depending on the operating environment, the inspection application needs to connect to the MySQL database. In order to control the connected database environment (online environment or test environment), you can use the custom environment variable env. In addition, this application maintains the basic information of the MySQL database (such as IP, account, password) in a configuration file (such as db.yml), which can improve security, maintainability and scalability.

[0128] Figure 4This is a schematic diagram of the inspection process of the inspection application. It can be seen that a scheduled task is configured in the inspection application to periodically read the incoming line data and the bearer mode from the inspection data source (MySQL), then determine the hit inspection logic and execute the inspection logic, and finally output the result, which includes inspection pass or inspection fail. Among them, after the inspection application reads the data, it can convert the SQL data format into a specific format to facilitate subsequent processing. This application does not limit the type of specific format.

[0129] In the embodiment of the present application, the routing rules are divided into the routing rules of the instant messaging system and the routing rules of the platform customer service system. The inspection application determines the matching routing rules according to the read bearer mode. If the bearer mode is IM or INTERNAL_H5IM, it indicates that the routing rules of the instant messaging system are hit, and the inspection logic of the instant messaging system is executed accordingly; if the bearer mode is WX_CUSTOMER_SERVICE, it indicates that the routing rules of the platform customer service system are hit, and the inspection logic of the platform customer service system is executed accordingly.

[0130] Among them, after hitting any routing rule, the inspection application determines the inspection logic corresponding to the routing rule, and then the task scheduler executes the inspection task interface regularly, which specifically includes the following contents. (1) Define the task to be executed, including the logic of the task, the target interface, and the request parameters; (2) Use the task scheduling tool (such as Cron) to define and manage the scheduled task, trigger the task execution at a predetermined time point, and the scheduler starts the task according to the set schedule. For example, the preset value is to execute at 8:00 am every day.

[0131] This application can automatically monitor whether the routing configuration of the online environment is missing by configuring an online inspection application, thereby achieving comprehensive coverage of routing configuration checks in the new and old platform customer service systems. In actual business processes, as long as there is a business scenario with a new access to the platform customer service system, its routing configuration can be automatically monitored to see if it is missing.

[0132] In step 203, the inspection logics of the instant messaging system and the platform customer service system are different. The inspection logics of each platform customer service system are as follows.

[0133] Figure 5This is a schematic diagram of the inspection logic of the instant messaging system. It can be seen that if the bearer mode is IM or INTERNAL_H5IM, then check whether the main database route matching the incoming data exists in the main database routing table wesurewim.route. If it does not exist in the main database routing table, it means that the inspection has not passed; if it exists in the main database routing table, continue to determine whether the acceptance mode is manual service. If the acceptance mode is not manual service, then the inspection passes and the next inspection continues; if the acceptance mode is manual service, continue to query whether the tenant-level route matching the incoming data exists in the tenant-level routing table route agent group. If it does not exist in the tenant-level routing table, it means that the inspection has not passed; if it exists in the tenant-level routing table, it means that the inspection has passed and the next inspection continues.

[0134] That is to say, if one of the following two conditions is met, the inspection of the instant messaging system is determined to have passed. Condition 1: The main database route exists in the main database routing table, the acceptance method is manual service, and the tenant-level route exists in the tenant-level routing table. Condition 2: The main database route exists in the main database routing table and the acceptance method is not manual service.

[0135] If one of the following two conditions is met, the instant messaging system inspection fails. Condition 1: The main database route does not exist in the main database routing table. Condition 2: The main database route exists in the main database routing table, the acceptance mode is manual service, and the tenant-level route does not exist in the tenant-level routing table.

[0136] Among them, the acceptance methods include manual service, robot reply or email reply.

[0137] Figure 6 This is a schematic diagram of the inspection logic of the platform customer service system. It can be seen that if the bearer mode is WX_CUSTOMER_SERVICE, then check whether the customer service route matching the incoming data exists in the customer service routing table wesure_wim_wxkf_confwxkf_router. If not, it means that the inspection has failed; if it exists, it means that the inspection has passed and continues to the next inspection.

[0138] As an optional implementation, in step 204, if it is detected that the inspection fails, in order to quickly respond to the problem, it is necessary to automatically process the data that failed the inspection as an alarm. The process specifically includes the following steps:

[0139] Step S2041: when it is detected that the inspection fails, a monitoring indicator is generated according to the error information in the log, wherein the error information is used to indicate the incoming line data that failed the inspection.

[0140] Determine the log format and make sure that the log contains necessary information, such as timestamp, user ID, session ID, six-segment code, error information, etc., and then format the log information into the above format according to the log formatter. Read the log from the log file, parse the error information of the inspection failure, and then generate monitoring indicators based on the error information. The monitoring indicators can be determined according to the actual situation, such as the monitoring indicators such as counters (describing the number of routing configuration errors) and the duration of x routing configuration errors.

[0141] By customizing the log formatter, parsing the logs and generating Prometheus indicators, the system can monitor the execution of routing configuration inspection tasks in real time and discover and handle problems in a timely manner.

[0142] Step S2042: when it is detected that the monitoring indicator triggers the preset alarm rule, an alarm message is generated, wherein the alarm message includes an analysis of the reasons why the inspection failed.

[0143] The system captures the monitoring indicators in the error log through Prometheus (an open source monitoring and alarm tool). If it is determined that the monitoring indicator triggers the preset alarm rule, an alarm message is generated. The alarm rule is the condition that triggers the alarm, such as a certain indicator exceeding the threshold. The alarm message contains key information of the user's exposure data, such as user ID, session ID, line time, failure reason, etc. This information can help operators quickly locate the problem.

[0144] Step S2043: Send the alarm information to the designated location of the platform customer service system according to the pre-configured alarm method.

[0145] Prometheus sends the triggered alarm information to Alertmanager (a service that processes alarm information). Alertmanager sends the alarm information to the specified location of the platform customer service system according to the configured alarm method and receiver. The receiver refers to the platform that receives the alarm information, such as email, phone, SMS or Webhook.

[0146] For example, if the platform customer service system is the WeChat customer service system, then a receiver is added to the configuration file in Alertmanager to send the alarm information to the Webhook of WeChat for Business. After receiving the Webhook request, WeChat for Business sends the alarm information to the specified group chat. The operation personnel are in the group chat and can obtain the reason for the inspection failure through the alarm information.

[0147] Step S2044: Call the specified interface for creating a defect ticket, create and send the defect ticket to the specified location, where the defect ticket is used to dynamically follow up the processing progress.

[0148] The inspection application can also call the specified interface to create a defect ticket, and then send the defect ticket to the specified location. The defect ticket is used to dynamically follow up the processing progress and record key information of the user exposure data, such as user ID, session ID, line time, six-segment code, etc. This information helps development and operation and maintenance personnel to quickly reproduce and solve problems.

[0149] In this application, the data that fails the inspection is recorded as error logs, and these error logs are converted into indicators that can be monitored by Prometheus. Prometheus can capture these indicators and trigger alarms according to the defined alarm rules. Alertmanager sends the alarm information to the specified location according to a certain alarm method, helping operation and maintenance personnel to quickly locate and solve problems. At the same time, defect tickets are used to dynamically follow up the processing progress.

[0150] Based on the same technical concept, this application provides an online inspection process that supports multiple communication tools, including the following steps:

[0151] Step 1: Clean the data in the data warehouse and synchronize it to MySQL.

[0152] (1) When a user logs in from the user service platform, the user exposure data is stored in the customer service system.

[0153] (2) The record table advisor_report_info in the data warehouse cleans the user exposure data and extracts the incoming line data and bearer mode.

[0154] (3) The cleaned data is stored in the temporary table adviser_report_info_inspects_tmp.

[0155] (4) The data in the temporary table is synchronized to the MySQL database.

[0156] Step 2: Execute the corresponding inspection logic according to the matched routing rules.

[0157] (1) Create an inspection application and establish a connection between the inspection application and the MySQL database.

[0158] (2) The inspection application determines the matching instant messaging system routing rules or platform customer service system routing rules according to the bearer mode.

[0159] (3) If the routing rules of the instant messaging system are hit, the inspection logic of the platform customer service system is executed.

[0160] (4) If the routing rules of the platform customer service system are hit, the inspection logic of the platform customer service system is executed.

[0161] (5) Obtain the result of inspection passing or inspection failing.

[0162] Step 3: Issue an alarm if the inspection fails.

[0163] (1) Analyze error logs to generate monitoring indicators.

[0164] (2) When Prometheus detects that the monitoring indicator triggers the alarm rule, it generates an alarm message.

[0165] (3) Prometheus sends the triggered alarm information to Alertmanager.

[0166] (4) Alertmanager sends the alarm information to the designated location of the platform customer service system according to the configured alarm method and receiver.

[0167] (5) Create and send defect tickets.

[0168] Among them, (3) and (4) in step 2 are parallel steps, and either one of them can be executed.

[0169] This application can achieve the following technical effects:

[0170] 1. Ensure that the routing configuration of all instant messaging tools is correct through regular inspections to reduce customer consultation delays caused by configuration errors.

[0171] 2. Comprehensive inspection methods cover all instant messaging tools, ensuring that every link of the system can operate normally and enhancing the overall reliability of the system. In the actual business process, as long as there is a new business scenario connected to the customer service system, it can automatically monitor the situation where the routing configuration does not exist.

[0172] 3. Automated inspection methods reduce the workload of manual inspections, respond to problems quickly, improve problem-solving efficiency and troubleshooting accuracy, thereby improving operation and maintenance efficiency while reducing operation and maintenance costs.

[0173] 4. Improve the efficiency of operators in solving problems through alarm notification and automatic creation of TAPD defect tickets.

[0174] Based on the same technical concept, the present application provides an online inspection device that supports multiple communication tools, such as Figure 7 As shown, the device comprises:

[0175] The acquisition module 701 is used to acquire the incoming call data and the bearer mode generated when the user calls in from the user service platform, wherein the bearer mode is used to indicate the instant messaging tool used by the user to communicate with the agent in the user service platform;

[0176] The determination module 702 is used to determine the inspection logic of the bearer mode hit, wherein the user service platform is configured with the inspection logic corresponding to each instant messaging tool, and the inspection logic is used to verify whether the routing configuration of the corresponding instant messaging tool is correct;

[0177] An execution module 703 is used to determine the route matched by the incoming data according to the hit inspection logic, and determine the inspection pass result according to whether the route exists in the corresponding routing table;

[0178] The alarm module 704 is used to perform alarm processing for incoming line data that fails inspection.

[0179] Optionally, the determination module 702 is used to:

[0180] Determine a routing rule that matches the bearer mode, wherein the routing rule is an instant messaging system routing rule or a platform customer service system routing rule;

[0181] In the case where the routing rule is an instant messaging system routing rule, determining the inspection logic that hits the instant messaging system;

[0182] In the case where the routing rule is a platform customer service system routing rule, the inspection logic that hits the platform customer service system is determined, wherein the platform customer service system is an instant messaging tool built based on a customer service component of a third-party platform.

[0183] Optionally, the execution module 703 is used to:

[0184] If the inspection logic of the instant messaging system is hit, the main database route, acceptance method and tenant-level route matching the incoming data are determined;

[0185] If the main database route does not exist in the main database routing table, it is determined that the inspection fails;

[0186] If the main database route exists in the main database routing table, the acceptance mode is manual service, and the tenant-level route does not exist in the tenant-level routing table, it is determined that the inspection fails.

[0187] Optionally, the execution module 703 is used to:

[0188] If the inspection logic of the platform customer service system is hit, check whether the customer service route matched by the incoming data exists in the customer service route table;

[0189] If the customer service route does not exist in the customer service route table, it is determined that the inspection fails.

[0190] Optionally, the alarm module 704 is used to:

[0191] When it is detected that the inspection fails, a monitoring indicator is generated according to the error information in the log, wherein the error information is used to indicate the incoming line data that failed the inspection;

[0192] When it is detected that the monitoring indicator triggers the preset alarm rule, an alarm message is generated, wherein the alarm message includes an analysis of the reasons why the inspection failed;

[0193] Send the alarm information to the designated location of the platform customer service system according to the pre-configured alarm method;

[0194] Call the specified interface for creating a defect ticket, create and send the defect ticket to the specified location, where the defect ticket is used to dynamically follow up the processing progress.

[0195] Optionally, the acquisition module 701 is used to:

[0196] When a user logs in from the user service platform, the user exposure data is obtained from the customer service system through the data warehouse, wherein the user exposure data is the data generated by consultation and interaction when the user logs in from the user service platform;

[0197] Clean user exposure data through the data warehouse and extract incoming line data and bearer mode;

[0198] Synchronize the extracted data to the target database table, where the target database table has the same data structure as that in the data warehouse;

[0199] Read the incoming line data and bearer mode from the target library table.

[0200] Optionally, the device is also used for:

[0201] Get the preset environment variables and read the basic information of the target database table from the configuration file. The environment variables are used to indicate whether the current database environment is an online environment or a test environment.

[0202] Connect to the target library table based on the environment variables and the basic information of the target library table.

[0203] like Figure 8 As shown, an embodiment of the present application provides an electronic device, including a processor 801, a communication interface 802, a memory 803 and a communication bus 804, wherein the processor 801, the communication interface 802, and the memory 803 communicate with each other through the communication bus 804.

[0204] The memory 803 is used to store computer programs.

[0205] In one embodiment of the present application, the processor 801 is used to implement the online inspection method supporting multiple communication tools provided by any one of the aforementioned method embodiments when executing the program stored in the memory 803.

[0206] An embodiment of the present application also provides a computer-readable storage medium having a computer program stored thereon. When the computer program is executed by a processor, the steps of the online inspection method supporting multiple communication tools provided in any of the aforementioned method embodiments are implemented.

[0207] The present application also provides a computer program product or a computer program, which includes a computer instruction stored in a computer-readable storage medium. A processor of a computer device reads the computer instruction from the computer-readable storage medium, and the processor executes the computer instruction, so that the computer device executes the method provided in the above-mentioned online inspection aspect supporting multiple communication tools or various optional implementations of the online inspection aspect supporting multiple communication tools.

[0208] The device embodiments described above are merely illustrative, wherein the units described as separate components may or may not be physically separated, and the components shown as units may or may not be physical units, that is, they may be located in one place or distributed on multiple network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of this embodiment.

[0209] Through the description of the above implementation methods, those skilled in the art can clearly understand that each implementation method can be implemented by means of software plus a general hardware platform, and of course, by hardware. Based on this understanding, the above technical solution is essentially or the part that contributes to the relevant technology can be embodied in the form of a software product, and the computer software product can be stored in a computer-readable storage medium, such as ROM / RAM, a disk, an optical disk, etc., including a number of instructions for a computer device (which can be a personal computer, a server, or a network device, etc.) to execute the methods described in each embodiment or some parts of the embodiments.

[0210] It should be understood that the terms used herein are only for the purpose of describing specific example embodiments and are not intended to be limiting. Unless the context clearly indicates otherwise, the singular forms "one", "an" and "said" as used herein may also be meant to include plural forms. The terms "include", "comprise", "contain", and "have" are inclusive, and therefore specify the existence of stated features, steps, operations, elements and / or parts, but do not exclude the existence or addition of one or more other features, steps, operations, elements, parts, and / or combinations thereof. The method steps, processes, and operations described herein are not interpreted as necessarily requiring them to be performed in the specific order described or illustrated, unless the execution order is clearly indicated. It should also be understood that additional or alternative steps may be used.

[0211] The above description is only a specific implementation of the present application, so that those skilled in the art can understand or implement the present application. Various modifications to these embodiments will be apparent to those skilled in the art, and the general principles defined herein can be implemented in other embodiments without departing from the spirit or scope of the present application. Therefore, the present application will not be limited to the embodiments shown herein, but will conform to the widest range consistent with the principles and novel features applied for herein.

Claims

1. An online inspection method supporting multiple communication tools, characterized in that: The method comprises: Acquire incoming call data and bearer mode generated when a user calls in from a user service platform, wherein the bearer mode is used to indicate an instant messaging tool used by the user to communicate with an agent in the user service platform; Determine the inspection logic hit by the bearer mode, wherein the user service platform is configured with inspection logic corresponding to each instant messaging tool, and the inspection logic is used to verify whether the routing configuration of the corresponding instant messaging tool is correct; Determine the route matched by the incoming data according to the hit inspection logic, and determine the inspection pass result according to whether the route exists in the corresponding routing table; Provide alarm processing for incoming line data that fails inspection.

2. The method according to claim 1, characterized in that The inspection logic for determining that the bearer mode is hit includes: Determine a routing rule that matches the bearer mode, wherein the routing rule is an instant messaging system routing rule or a platform customer service system routing rule; In the case where the routing rule is an instant messaging system routing rule, determining the inspection logic that hits the instant messaging system; In the case where the routing rule is a platform customer service system routing rule, the inspection logic that hits the platform customer service system is determined, wherein the platform customer service system is an instant messaging tool built based on a customer service component of a third-party platform.

3. The method according to claim 2, characterized in that Determining the route matched by the incoming data according to the hit inspection logic, and determining the inspection pass result according to whether the route exists in the corresponding routing table includes: If the inspection logic of the instant messaging system is hit, the main database route, acceptance mode and tenant-level route matching the incoming data are determined; If the main database route does not exist in the main database routing table, it is determined that the inspection fails; If the main database route exists in the main database routing table, the undertaking mode is manual service, and the tenant-level route does not exist in the tenant-level routing table, it is determined that the inspection fails.

4. The method according to claim 2, characterized in that: Determining the route matched by the incoming data according to the hit inspection logic, and determining the inspection pass result according to whether the route exists in the corresponding routing table includes: If the inspection logic of the platform customer service system is hit, query whether the customer service route matched by the incoming line data exists in the customer service route table; If the customer service route does not exist in the customer service routing table, it is determined that the inspection fails.

5. The method according to claim 1, characterized in that Alarm processing for incoming line data that fails inspection includes: When it is detected that the inspection fails, a monitoring indicator is generated according to the error information in the log, wherein the error information is used to indicate the incoming line data that failed the inspection; When it is detected that the monitoring indicator triggers a preset alarm rule, an alarm message is generated, wherein the alarm message includes an analysis of the reasons why the inspection failed; Send the alarm information to the designated location of the platform customer service system according to the pre-configured alarm method; The specified interface for creating a defect ticket is called to create and send a defect ticket to the specified location, wherein the defect ticket is used to dynamically follow up the processing progress.

6. The method according to claim 1, characterized in that The incoming call data and bearer methods generated when users call in from the user service platform include: When a user logs in from the user service platform, user exposure data is obtained from the customer service system through the data warehouse, wherein the user exposure data is data generated by consultation and interaction when the user logs in from the user service platform; Cleaning the user exposure data through the data warehouse to extract the incoming line data and the bearer mode; Synchronize the extracted data to the target library table, wherein the target library table is consistent with the data structure in the data warehouse; The incoming line data and the bearing mode are read from the target library table.

7. The method according to claim 6, characterized in that Before reading the incoming line data and the bearing mode from the target library table, the method further includes: Obtaining preset environment variables and reading basic information of the target database table from a configuration file, wherein the environment variables are used to indicate that the current database environment is an online environment or a test environment; The target library table is connected according to the environment variable and basic information of the target library table.

8. An online inspection device supporting multiple communication tools, characterized in that: The device comprises: An acquisition module, used to acquire incoming call data and a bearer mode generated when a user calls in from a user service platform, wherein the bearer mode is used to indicate an instant messaging tool used by the user to communicate with an agent in the user service platform; A determination module, used to determine the inspection logic hit by the bearer mode, wherein the user service platform is configured with an inspection logic corresponding to each instant messaging tool, and the inspection logic is used to verify whether the routing configuration of the corresponding instant messaging tool is correct; An execution module, used to determine the route matched by the incoming data according to the hit inspection logic, and determine the inspection pass result according to whether the route exists in the corresponding routing table; The alarm module is used to issue alarms for incoming line data that fails inspection.

9. An electronic device, characterized in that: It includes a processor, a communication interface, a memory and a communication bus, wherein the processor, the communication interface and the memory communicate with each other through the communication bus; Memory, used to store computer programs; A processor, for implementing any of the methods described in claims 1-7 when executing a program stored in a memory.

10. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores a computer program, and when the computer program is executed by a processor, the method according to any one of claims 1 to 7 is implemented.

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