Traffic calculation method and device, electronic equipment and storage medium

Abstract

Embodiments of the present application disclose a traffic calculation method and device, electronic equipment and storage medium. The method comprises: in an interactive voice response call, based on the jump logic of a first interactive voice response node, obtaining the jump data required for executing the jump logic each time the first interactive voice response node is entered; based on the jump data, determining the traffic increment corresponding to each time the first interactive voice response node is entered; and based on the traffic increment, determining the first traffic of the first interactive voice response node in the interactive voice response call. The embodiments of the present application are beneficial to improving the statistical accuracy of the traffic of the interactive voice response node.

Description

Technical Field

[0001] This application relates to the technical field of call center communication, specifically to a traffic calculation method, device, electronic device, and storage medium. Background Technology

[0002] Interactive Voice Response (IVR) technology is a system that enables automated voice interaction over telephone networks, widely used in customer service, sales support, and information retrieval. Users access the IVR system by dialing a specific phone number and then follow system prompts to input information via keypad or voice to obtain the necessary information or complete specific operations. The core functions of an IVR system include speech recognition, speech synthesis, automatic call distribution, and data processing, aiming to improve service efficiency, reduce costs, and provide 24 / 7 uninterrupted service.

[0003] IVR systems are widely used in various fields. To better manage and control IVR systems, it is necessary to track the traffic of each IVR node, such as the number of users entering that IVR node. Currently, the method for tracking IVR node traffic is rather simplistic: traffic is counted every time a user enters that IVR node. This results in low accuracy in IVR node traffic tracking, and consequently, low precision in managing the IVR system. Summary of the Invention

[0004] This application provides a traffic calculation method, apparatus, electronic device, and storage medium. After each entry into an interactive voice response node, the traffic of the interactive voice response node is counted based on the jump data required by the interactive voice response node, thereby improving the accuracy of traffic statistics and thus improving the management accuracy of the interactive voice response system.

[0005] In a first aspect, embodiments of this application provide a traffic calculation method, including:

[0006] In an interactive voice response call, based on the jump logic of the first interactive voice response node, the jump data required to execute the jump logic each time the first interactive voice response node is entered is obtained;

[0007] Based on the jump data, determine the traffic increment corresponding to each entry into the first interactive voice response node;

[0008] Based on the traffic increment, the first traffic of the first interactive voice response node in the interactive voice response call is determined.

[0009] Secondly, embodiments of this application provide a flow calculation device, comprising:

[0010] The acquisition unit is used to acquire, in a single interactive voice response call, the jump data required to execute the jump logic each time the first interactive voice response node is entered, based on the jump logic of the first interactive voice response node;

[0011] The processing unit is configured to determine, based on the jump data, the traffic increment corresponding to each entry into the first interactive voice response node; and based on the traffic increment, determine the first traffic of the first interactive voice response node in the interactive voice response call.

[0012] Thirdly, embodiments of this application provide an electronic device, including: a processor and a memory, the processor being connected to the memory, the memory being used to store a computer program, and the processor being used to execute the computer program stored in the memory, so that the electronic device performs the method as described in the first aspect.

[0013] Fourthly, embodiments of this application provide a computer-readable storage medium storing a computer program that, when executed by a processor, implements the method described in the first aspect.

[0014] Fifthly, embodiments of this application provide a computer program product, the computer program product including a computer program, which, when executed by a processor, implements the method described in the first aspect.

[0015] Implementing the embodiments of this application has the following beneficial effects:

[0016] As can be seen, in this embodiment of the application, taking a single IVR call as the dimension, each time an IVR node is entered in an IVR process, the jump data corresponding to the jump logic of the IVR node is obtained based on the jump logic of the IVR node. This jump data is used to determine the validity of each entry into the IVR node. Then, based on this jump data, the validity of each entry into the IVR node in a single IVR call can be determined. Thus, the traffic increment corresponding to each entry into the IVR node can be determined based on this validity. Instead of directly counting traffic for the IVR node every time it is entered, the traffic of the IVR node in this IVR call can be accurately counted. Therefore, the IVR system can be accurately managed based on the accurately counted traffic. Attached Figure Description

[0017] To more clearly illustrate the technical solutions in the embodiments of this application, the accompanying drawings used in the description of the embodiments will be briefly introduced below. Obviously, the accompanying drawings described below are some embodiments of this application. For those skilled in the art, other drawings can be obtained based on these drawings without creative effort.

[0018] Figure 1 A schematic diagram of an IVR system provided in an embodiment of this application;

[0019] Figure 2 A flowchart illustrating a traffic calculation method provided in an embodiment of this application;

[0020] Figure 3 A schematic diagram illustrating the existence of nodes for determining the presence of identical branches, provided as an embodiment of this application;

[0021] Figure 4 A schematic diagram of a flow calculation device provided in an embodiment of this application;

[0022] Figure 5 This is a schematic diagram of an electronic device provided in an embodiment of this application. Detailed Implementation

[0023] The technical solutions of the embodiments of this application will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of this application, not all embodiments. Based on the embodiments of this application, all other embodiments obtained by those skilled in the art without creative effort are within the scope of protection of this application.

[0024] The terms "first," "second," "third," and "fourth," etc., used in the specification, claims, and accompanying drawings of this application are used to distinguish different objects, not to describe a specific order. Furthermore, the terms "comprising" and "having," and any variations thereof, are intended to cover non-exclusive inclusion. For example, a process, method, system, product, or apparatus that includes a series of steps or units is not limited to the listed steps or units, but may optionally include steps or units not listed, or may optionally include other steps or units inherent to these processes, methods, products, or apparatuses.

[0025] In this document, the term "embodiment" means that a particular feature, result, or characteristic described in connection with an embodiment may be included in at least one embodiment of this application. The appearance of this phrase in various places throughout the specification does not necessarily refer to the same embodiment, nor is it a separate or alternative embodiment mutually exclusive with other embodiments. It will be explicitly and implicitly understood by those skilled in the art that the embodiments described herein can be combined with other embodiments.

[0026] To facilitate understanding of the technical solution of this application, the interactive voice response (IVR) system involved in this application will be introduced first.

[0027] like Figure 1As shown, the IVR system includes:

[0028] Interactive Response Engine (IVR engine), Freeswitch, IVRmanager, IVR dataserver, and carrier gateway.

[0029] The IVR manager can receive user configurations for the IVR hotline and deploy the configured IVR processes. Users can configure the IVR hotline using an IVR configuration tool. Optionally, the IVR configuration tool provides a graphical interface that abstracts different operations, allowing users to freely drag and drop voicemail, user interactions, voice prompts, and other components to build the IVR hotline. In this way, the IVR manager can receive user actions on the graphical interface and, in response, configure the IVR hotline accordingly.

[0030] The IVR engine can accept calls from Freeswitch and run the IVR hotlines configured by the IVR manager. It generates data from the IVR process running the IVR hotlines and sends the data to the IVR dataserver. During the IVR process, it can receive rules configured by the IVR manager, and when a rule is triggered, the IVR engine executes the corresponding alarm process to alert the IVR hotline to any abnormal operating status.

[0031] The IVR dataserver consumes data sent from the IVR engine, processes and calculates the data, and stores it in relevant tables. It periodically runs the control rules configured in the IVR-manager, calculates whether the threshold set in the control rules has been reached based on the corresponding tables, and if the threshold is reached, it triggers the control rule and sends corresponding information to the IVR engine, such as sending alarm information to the IVR engine, so that the IVR engine can maintain abnormal IVR hotlines in a timely manner.

[0032] Freeswitch is a cross-platform, open-source telephony switching platform with high scalability. In this application, it is responsible for providing routing and interconnection communication for audio or any other form of media. For example, Freeswitch interfaces with carrier gateways to provide IVR services to users.

[0033] Carrier gateway: Used to connect to the lines of major carriers, it is a bridge for call centers to establish communication with the Public Switched Telephone Network (PSTN). In this application, it mainly routes calls from users of different carriers to the IVR hotline to Freeswitch, thereby providing IVR services to users.

[0034] Therefore, based on the aforementioned IVR system, users can create IVR hotlines using the IVR configuration tool. This involves creating the IVR hotline using the IVR configuration tool and the IVR manager, and then deploying the IVR hotline to the IVR engine. Each IVR hotline includes one or more IVR processes. The IVR manager can then bind access numbers to the IVR hotline and publish the IVR access numbers, such as... Figure 1 As shown, this allows users to call the IVR hotline via their user equipment using the access number. Furthermore, after the IVR engine completes the deployment of the IVR hotline, it can send the IVR process instances, IVR node instances within those IVR process instances, and the hierarchical relationships between IVR node instances to the IVR dataserver. This allows the IVR dataserver to create relevant tables, such as an IVR process instance table and an IVR node instance table. The IVR process instance table records detailed information about each IVR process in the IVR hotline (e.g., IVR process name, code, etc.) and the relationships between IVR processes. The IVR node instance table records detailed information about IVR nodes (e.g., IVR node name, IVR node code, the IVR process to which the IVR node belongs, the IVR hotline to which the IVR node belongs, etc.) and the hierarchical relationships between IVR node instances.

[0035] Freeswitch then receives a user's request to call the IVR hotline. This application refers to this request as an IVR call and sends it to the IVR engine. The IVR engine identifies the IVR node corresponding to the IVR call, retrieves the audio content associated with that node, and returns it to Freeswitch. Freeswitch then sends the audio content back to the user's device via the carrier gateway, enabling it to play the audio content corresponding to the IVR node and thus provide IVR services to the user.

[0036] Furthermore, the IVR engine caches the user's call data during the IVR call and sends it to the IVR dataserver. The IVR dataserver then creates a call information table based on this data. This table records information such as the IVR hotline name, the IVR node name, and the time the call entered each IVR node. The IVR dataserver can then use this call information table to calculate the traffic of each IVR node during each IVR call.

[0037] For example, the IVR dataserver can determine the traffic of an IVR node in each IVR call based on the aforementioned IVR process instance table, IVR node instance table, call information table, and interface calls (mainly used to call user tag information). For example, for each IVR call, the IVR process the user enters can be determined based on the IVR process instance table, the IVR node the user enters can be determined based on the IVR node instance table, and the time the user enters the IVR and the traffic of that IVR node can be determined based on the call information table. This determines the time the user enters the IVR node in each IVR call and the first traffic of that IVR node. The detailed process of calculating the first node process will be described later and will not be elaborated on here. Then, the traffic is merged (i.e., merged according to time) based on the IVR hotline name, IVR process name, IVR node name, IVR node code, and time key to obtain the second traffic of any IVR node in the IVR process of the IVR hotline within the first time period. This allows for the statistical calculation of the second traffic of each IVR node in each IVR process within the first time period. Furthermore, based on the second traffic of each IVR node in each IVR process within the first time period, a traffic table corresponding to each IVR node can be constructed. The traffic table includes the name of the IVR hotline to which the IVR node belongs, the name of the IVR process to which it belongs, the name of the IVR node, the code of the IVR node, the first time period corresponding to the IVR node, and the second traffic of the IVR within the first time period, etc.

[0038] This application may also refer to the encoding of the IVR node as the node identifier of the IVR node. The two are essentially the same and do not need to be distinguished.

[0039] For example, the traffic table for any IVR node in any IVR process of any IVR hotline is shown in Table 1:

[0040] Table 1:

[0041] Fields Field Name type Value act_count_id Primary key identifier bigint IVR_name Name of IVR hotline varchar(50) proc_name Name of IVR process varchar(50) node_code IVR node encoding varchar(50) node_name Name of IVR node varchar(50) act_count Traffic of IVR nodes bigint act_end_count IVR node idle count bigint time_key Time key bigint create_time Creation time bigint update_time Update time bigint

[0042] Among them, the time key represents the first time period corresponding to the IVR node, the primary key is a unique identifier for this traffic table, for example, a unique identifier can be randomly generated, the update time is the time when the traffic of the IVR node is updated, that is, the latest time when it enters the IVR node, the creation time is the time when the traffic table is created, which can also be understood as the time when it first enters the IVR node within the preset time period, and the type is the data type corresponding to the value of each field.

[0043] See Figure 2 , Figure 2 This is a flowchart illustrating a traffic calculation method provided in an embodiment of this application. The method is applied to the IVR data server in the aforementioned IVR system. The method includes, but is not limited to, the following steps:

[0044] 201: In an interactive voice response call, based on the jump logic of the first interactive voice response node, obtain the jump data required to execute the jump logic each time the first interactive voice response node is entered.

[0045] The aforementioned redirection data is used to determine the validity of each entry into the first IVR node during the IVR call.

[0046] First, it should be noted that an IVR hotline can contain multiple IVR processes, each corresponding to a specific service; each IVR process contains multiple nodes, i.e., multiple IVR nodes. Second, for a single IVR call, a user can process one or more services within that call, and can repeatedly process a particular service. Each time a user processes a service within an IVR call, it can be considered an independent service entry. Even if a user repeatedly processes a particular service, they need to re-enter the IVR process corresponding to that service. Therefore, this application uses one IVR process within a single IVR call as the granularity to statistically analyze the traffic flow from a user to each node within that IVR process.

[0047] For example, if a user completes service A (the corresponding IVR process is IVR process A) and then service B (the corresponding IVR process is IVR process B) during an IVR call, and then returns to complete service A again, then after the user completes service A for the first time, the traffic of each IVR node in IVR process A can be calculated; after completing service B, the traffic of each IVR node in IVR process B can be calculated. Furthermore, when the user re-enters IVR process A, since the first completion of service A is equivalent to the user exiting IVR process A, the second entry into IVR process A can be considered a completely new entry into IVR process A. Therefore, it is necessary to again calculate the traffic of each IVR node when entering IVR process A for the second time.

[0048] Therefore, during an IVR call, if a user repeatedly enters a specific IVR node within the same IVR process while handling a service, it's necessary to determine whether traffic statistics need to be collected for that node based on whether the entry was valid. However, if a user completely re-enters an IVR process during an IVR call, traffic statistics need to be collected for this re-entry, and the collection method should be similar to the first entry into the IVR process.

[0049] For ease of understanding, this application primarily uses the example of processing one service within a single IVR call, i.e., a user entering one IVR process within an IVR call. Furthermore, for clarity, this application mainly focuses on statistically analyzing the traffic of one IVR node (i.e., the first IVR node) within the IVR process (i.e., each service processed by the user) that the user enters during an IVR call. Therefore, this application primarily illustrates how to statistically analyze the traffic of each IVR node within the first IVR process that the user enters during a single IVR call.

[0050] It is understandable that, within a single IVR call, the traffic statistics method for the third IVR node in the first IVR process is similar to that for the first IVR node, and will not be described further. Here, the third IVR node refers to an IVR node in the first IVR process that is different from the first IVR node. Furthermore, if the user subscribes to multiple services during the IVR call, meaning the user enters multiple IVR processes, the traffic statistics method for the IVR nodes in each IVR process is similar to that for the IVR nodes in the first IVR process, and will not be described further. If the user repeatedly enters a certain IVR process during the IVR call, each entry into that IVR process is counted separately, and then the results from multiple entries are combined to obtain the traffic of the IVR nodes in that IVR process during the IVR call.

[0051] For example, in an IVR call, each time a user enters the first IVR node in the first IVR process, based on the redirection logic of the first IVR node, redirection data corresponding to the redirection logic is obtained. This redirection logic is the logic for redirecting from the first IVR node to the corresponding sub-IVR node (i.e., lower-level IVR node) within the first IVR process. The redirection data can also be understood as the condition variables required by this redirection logic. For instance, the redirection logic of the first IVR node might be: whether the first service has been processed. If the first service has been processed, the user is redirected to IVR node A; if not, the user is redirected to IVR node B. The corresponding redirection data is whether the first service has been processed.

[0052] For example, the redirection data involved in this application is either call data or user data. The call data refers to data generated by the user during an IVR call, such as subscribed services, entered numbers, entered passwords, etc., and the IVR call includes the current IVR call and historical IVR calls. For ease of description, this application mainly uses subscribed services as an example of call data; the user data refers to the user's tag data, i.e., the user's identity information, such as the user's ID number, name, gender, etc.

[0053] Optionally, if the redirection data corresponding to this redirection logic is call data, the IVR data server can obtain the call data based on the aforementioned call information table, that is, determine the services the user has subscribed to through the created call information table. Optionally, if the redirection data corresponding to this redirection logic is user data, the user data can be obtained through an interface call.

[0054] 202: Based on the jump data, determine the traffic increment corresponding to each entry into the first interactive voice response node.

[0055] For example, during an IVR call, the IVR engine can acquire call data from the user, such as the node identifier of the IVR node the user entered, the time the user entered the IVR node, etc., and the IVR engine can synchronize this call data to the IVR data server. The IVR data server can then determine the number of times the user entered the IVR node based on this call data. Therefore, for a single IVR call according to this application, the IVR data server can determine the number of times the user entered the first IVR node based on the call data corresponding to that IVR call.

[0056] It should be further noted that when it is determined that a user enters the first IVR node for the first time, the first traffic increment corresponding to the first entry into the first IVR node can be directly determined as a first preset value. This application mainly uses a first preset value of 1 as an example, but does not limit the first preset value. That is, the traffic entering the first IVR node can increase by 1, and the corresponding traffic increment can be directly determined without obtaining the redirect data corresponding to the first IVR node. Therefore, the method of determining the traffic increment entering the first IVR node through redirect data in this application is mainly applied to the case of the i-th entry into the first IVR node in the IVR call, where i is greater than or equal to 2. Therefore, when it is determined that the user enters the first IVR node for the i-th time, the second traffic increment corresponding to the i-th entry into the first IVR node is determined based on the redirect data corresponding to the i-th entry into the first IVR node.

[0057] Optionally, when the redirected data is call data, the second traffic increment is determined to be a second preset value. This application mainly uses a second preset value of 0 as an example, but does not limit the second preset value. The call data includes services already subscribed to by the user in the IVR call, or information provided by the user in the IVR call, such as numbers entered by the user, etc. This application mainly uses whether the user subscribed to services in the IVR call as an example for illustration.

[0058] For example, when the redirected data is call data, it is determined that the user is listening again at the first IVR node. Therefore, based on this user data, it is determined that the i-th entry into the first IVR node in this IVR call is invalid, and the second traffic increment is determined to be the second preset value. It should be noted that for the same service, i.e., the same IVR process, the call data required by a certain IVR node will not come from other IVR nodes in this IVR process. That is, the redirection of this IVR node will not be affected by the user's service processing status at other IVR nodes in this IVR process; otherwise, the service corresponding to this IVR process would not be processed normally. The call data required by this IVR node will only come from call data related to processing other services, i.e., the user's call data in other IVR processes. Therefore, if a user repeatedly enters the first IVR node in the first IVR process and uses call data as the redirected data, the user's redirection logic at the first IVR node will not change. Therefore, it is determined that the user is listening again at the first IVR node, and the second traffic increment is determined to be the second preset value.

[0059] For example, if a user doesn't hear the audio clearly after playing the audio corresponding to the first IVR node, they can return to that first IVR node via voice or key input. Alternatively, if a user forgets or doesn't understand the service details corresponding to the first IVR node after listening to the first IVR process, and returns to the first IVR node again via voice command without ending the first IVR process, since the call data upon re-entering the first IVR node has not changed, it is determined that the user is listening again at the first IVR node. Therefore, the second traffic increment corresponding to the i-th entry into the first IVR node is determined to be the first preset value.

[0060] Optionally, when the redirected data is user data, the first user data used for the i-th entry into the first IVR node and the second user data used for the (i-1)-th entry into the first IVR node are obtained, wherein the i-th entry into the first IVR node and the (i-1)-th entry into the first IVR node belong to the same IVR call mentioned above. Then, based on the first user data and the second user data, the second traffic increment is determined.

[0061] For example, if the first user data and the second user data are the same, then the second traffic increment is determined to be a second preset value; if the first user data and the second user data are different, then the second traffic increment is determined to be a first preset value.

[0062] It should be noted that if the user data (e.g., user identity) used for the i-th entry into the first IVR node is the same as that used for the (i-1)-th entry into the first IVR node, then the redirection result for the i-th entry into the first IVR node is the same as that for the (i-1)-th entry into the first IVR node. This is equivalent to the user repeatedly handling the business corresponding to the first IVR node, i.e., listening again at the first IVR node. Therefore, based on this user data, it is determined that the i-th entry into the first IVR node in this IVR call is invalid. Since the traffic entering the first IVR node has already been counted before the i-th entry, the traffic does not need to be counted again for the i-th entry into the first IVR node. Therefore, the second traffic increment is determined to be the second preset value, thereby ensuring the accuracy of traffic statistics. If the user data (e.g., user identity) used for the i-th entry into the first IVR node is different from that used for the (i-1)-th entry into the first IVR node, then the redirection result for the i-th entry into the first IVR node may be different from that for the (i-1)-th entry into the first IVR node. Therefore, the process route taken by the user for the i-th entry into the first IVR node is different from that taken for the (i-1)-th entry. Thus, the i-th entry is no longer a repeated transaction, meaning it is not a repeat listening at the first IVR node. Therefore, based on this user data, it is determined that the i-th entry into the first IVR node in this IVR call is valid, and traffic can be counted for the first IVR node. Thus, the second traffic increment can be determined to be the first preset value.

[0063] For example, if the user enters the first IVR node for the first time and needs to obtain the user's identity information, but the interface call fails and the user's identity information is not obtained, then the service may be processed by following the branch line corresponding to the first IVR node where there is no identity information. When the user returns to the first IVR node for the second time, the interface call succeeds and the user's identity information is successfully obtained. Then, the service can follow the corresponding branch line based on the user's identity information. For example, if the user is a VIP user, the service can follow the branch line corresponding to VIP users. Therefore, the route taken by the user when entering the first IVR node for the second time is completely different from the route taken when entering the IVR node for the first time. Thus, the user's second entry into the first IVR node can be regarded as a new user entering the first IVR node. The traffic can be counted once for the first IVR node, and the second traffic increment is determined to be the first preset value.

[0064] For another example, some nodes may have proxy services. If a user is currently handling a service on behalf of another user, such as an elderly person, when the user first enters the first IVR node, the data server obtains the user's identity information through an interface call and uses that identity information to process the service. Then, when the user selects the proxy service branch, they will be prompted to provide the proxy's identity information. After the user provides the proxy's identity information, they will be redirected to the first IVR node again to process the service. The second time the user enters the first IVR node, the proxy's identity information is used. The user data used in the two instances is different, and the two instances can be considered as two different people entering the first IVR node. Therefore, the traffic of the first IVR node can be counted separately for each instance, and the second traffic increment corresponding to the i-th entry into the first IVR node can be determined as the first preset value.

[0065] 203: Based on the traffic increment, determine the first traffic of the first interactive voice response node in the interactive voice response call.

[0066] For example, based on the traffic increment corresponding to each entry into the first IVR node, the first traffic of the first IVR node in the IVR call is determined. That is, the traffic increment of each entry into the first IVR node is accumulated to obtain the first traffic of the first IVR node in the IVR call. Here, the first traffic can also be understood as the traffic of the user entering the first IVR node in the first IVR process during the IVR call.

[0067] As can be seen, in this embodiment of the application, taking a single IVR call as the dimension, each time an IVR node is entered in an IVR process, the jump data corresponding to the jump logic of the IVR node is obtained based on the jump logic of the IVR node. This jump data is used to determine the validity of each entry into the IVR node. Then, based on this jump data, the validity of each entry into the IVR node in a single IVR call can be determined. Thus, the traffic increment corresponding to each entry into the IVR node can be determined based on this validity. Instead of directly counting traffic for the IVR node every time it is entered, the traffic of the IVR node in this IVR call can be accurately counted. Therefore, the IVR system can be accurately managed based on the accurately counted traffic.

[0068] In one embodiment of this application, the first traffic of the first IVR node in the IVR call can be understood as the first traffic of the first IVR node in the first IVR process during a single IVR call. Based on the first traffic of the first IVR node in the IVR call, the second traffic of the first IVR node in the first IVR process within a first time period can be determined. Here, the IVR call is any IVR call within a first preset time period, and the first time period is a preset time period, such as 5 minutes, 10 minutes, etc., which is not limited in this application. That is, within the first time period, taking IVR calls as the dimension, the first traffic of the first IVR node in the first IVR process of each IVR call is counted, and the first traffic of the first IVR node in the first IVR process of each IVR call is accumulated to obtain the second traffic of the first IVR node in the first IVR process within the first time period.

[0069] For example, based on the second traffic of the first IVR node, the first IVR node is monitored, that is, the first IVR node is monitored for abnormality.

[0070] In one embodiment of this application, based on the node identifier (i.e., the code of the first IVR node) of the first IVR node, the sub-IVR node corresponding to the first IVR node in the first IVR process is determined. The sub-IVR nodes mentioned in this application are all next-level sub-IVR nodes, without considering multi-level sub-IVR nodes. For example, based on the node identifier of the first IVR node, the sub-IVR node corresponding to the first IVR node in the first IVR process is queried from the aforementioned IVR node instance table. Then, based on the second traffic of the first IVR node and the second traffic of the sub-IVR node, the first IVR node is monitored.

[0071] For example, if the second traffic of the first IVR node is the sum of the second traffic of its child IVR nodes, then the working status of the first IVR node is determined to be normal. Since the second traffic of the first IVR node is the sum of the second traffic of its child IVR nodes, it indicates that the traffic splitting at the first IVR node is normal, and therefore the jump logic of the first IVR node can be executed normally. In general, the working status of the first IVR node is normal, and no abnormal alarm is issued for the first IVR node. If the second traffic of the first IVR node is not the sum of the second traffic of its child IVR nodes, that is, the traffic splitting of the first IVR node is abnormal, it may be that the jump logic of the first IVR node is executed abnormally. Then the working status of the first IVR node is determined to be abnormal, and an alarm is issued for the first IVR node, for example, by sending an alarm message to the operation and maintenance personnel. The alarm message is used to indicate that the first IVR node is abnormal.

[0072] As can be seen, in this embodiment, the traffic of the main IVR node is the sum of the traffic of the child IVR nodes to monitor whether the traffic distribution status of the IVR node is normal, thereby performing alarm control on the IVR node. Since the traffic statistics of the IVR node are relatively accurate, the accuracy of monitoring the IVR node is also relatively high.

[0073] In one embodiment of this application, a second IVR node in the second IVR process is determined based on the node identifier of the first IVR node, wherein the node identifier of the second IVR node is the same as that of the first IVR node. The second IVR process and the first IVR process may belong to the same IVR hotline or different IVR hotlines; this application does not limit this. Then, based on the second traffic of the first sub-IVR node in the first IVR process and the second traffic of the first IVR node, a first traffic splitting ratio of the first sub-IVR node in the first IVR process is determined, wherein the first sub-IVR node is either the first IVR node or the second IVR node, and the first sub-IVR node can also be understood as a sub-IVR node of either the first IVR node or the second IVR node; wherein the first traffic splitting ratio is the ratio between the second traffic of the first sub-IVR node and the second traffic of the first IVR node. Furthermore, based on the second traffic of the first sub-IVR node in the second IVR process and the second traffic of the second IVR node, the second traffic splitting ratio of the first sub-IVR node in the second IVR process is determined. Similarly, the second traffic splitting ratio is the ratio between the second traffic of the first sub-IVR node in the second IVR process and the second traffic of the second IVR node.

[0074] It should be noted that the method for obtaining the second traffic of the second IVR node in the second IVR process is similar to the method for obtaining the second traffic of the first IVR node in the first IVR process, and will not be described again here.

[0075] It should be noted that, in calculating the traffic splitting ratio, a corresponding child IVR node is required at the first IVR node for traffic splitting to occur. Therefore, the aforementioned first IVR node is a branch decision node in the first IVR process, and can also be called a branch node. The second IVR node is a branch decision node in the second IVR process with the same node identifier as the first IVR node; that is, the first IVR node and the second IVR node belong to the same branch node.

[0076] In this application, the branching and decision-making nodes refer to IVR nodes with traffic routing capabilities. These nodes can guide calls to different processing flows based on various conditions. These conditions can be user-input key values, system-obtained variable values ​​(such as time, customer level, etc.), or results returned through interface calls, etc.

[0077] Finally, the first IVR node is monitored based on the first and second traffic splitting ratios.

[0078] It should be noted that the randomness of users is the same across different IVR processes. Therefore, the traffic splitting ratio at the same branch decision node should be the same or close to that of the branch decision node, and the traffic splitting ratio of each branch decision node's sub-IVR nodes should also be the same or close to that of the branch decision node. Thus, if the first and second traffic splitting ratios are the same, or the absolute value of the difference between the first and second traffic splitting ratios is less than a threshold, it indicates that the branch decision node's jump logic is normal, meaning the first IVR node is functioning normally. Similarly, if the second IVR node is functioning normally, no alarm processing is needed for the first IVR node. If the first and second traffic splitting ratios are different, or the absolute value of the difference between the first and second traffic splitting ratios is greater than a threshold, it indicates that the branch decision node's jump logic differs across different IVR processes. This means the jump logic of the branch decision node is abnormal, confirming an abnormal functioning of the first IVR node, and therefore, an alarm processing should be applied to the first IVR node.

[0079] For example, such as Figure 3As shown, for a given IVR hotline, the first IVR node determines whether the user is a VIP user. If yes, the user is redirected to the first IVR process; otherwise, they are redirected to the second IVR process. The first IVR node (branch decision node) in the first IVR process is: "Press 1 to check account balance, press 2 to transfer funds, press 3 to contact customer service; if the user presses 1, they are redirected to the account inquiry node and prompted to enter account information. If the user presses 2, they are redirected to the transfer node and prompted to enter transfer information. If the user presses 3, they are transferred to a live agent." Similarly, the second IVR node (branch decision node) in the second IVR process is also: "Press 1 to check account balance, press 2 to transfer funds, press 3 to contact customer service; if the user presses 1, they are redirected to the account inquiry node and prompted to enter account information. If the user presses 2, they are redirected to the transfer node and prompted to enter transfer information. If the user presses 3, they are transferred to a live agent." In this way, there can be the same branch decision nodes in different IVR processes. Moreover, the corresponding traffic splitting ratio for the same branch decision node should be the same in different IVR processes. If they are not the same, it means that there may be a problem with the execution logic of this branch decision node, and an alarm can be triggered for this branch decision node.

[0080] As can be seen, in this embodiment, the branch nodes in the IVR process are monitored by taking advantage of the fact that the same branch judgment node has the same traffic splitting ratio. When a different traffic splitting ratio is detected, an abnormal alarm is issued for the branch node. Since the accuracy of the traffic statistics of the IVR node in this application is relatively high, the accuracy of monitoring the branch node is also relatively high.

[0081] In one embodiment of this application, a third flow of the first IVR node in the first IVR process within a second time period is obtained; and a fourth flow of the first IVR node in the first IVR process within a third time period is obtained. The methods for obtaining the third and fourth flows are similar to those for obtaining the second flow of the first IVR node, and will not be described further. Both the second and third time periods are year-over-year periods of the first time period, with the third time period preceding the second time period, and the second time period preceding the first time period. This application primarily uses the example of the second time period being a weekly year-over-year period of the first time period and the third time period being a monthly year-over-year period of the first time period for illustration.

[0082] Finally, the first IVR node is monitored based on its second, third, and fourth traffic flows. For example, if the second traffic flow of the first IVR node is between its third and fourth traffic flows, the first IVR node is determined to be functioning normally; otherwise, the first IVR node is determined to be functioning abnormally, and an alarm is triggered.

[0083] It should be noted that the third flow corresponding to the week-on-week comparison reflects the short-term trend of the first IVR node, while the third flow corresponding to the month-on-month comparison reflects the long-term trend of the first IVR node. Therefore, the third and fourth flows constitute a dynamic range. If the second flow is within this dynamic range, it means that the second flow has not deviated significantly from the historical fluctuation range and belongs to natural change. Therefore, the working status of the first IVR node is normal. If the second flow is not within this dynamic range, it means that the fluctuation of the second flow is abnormal, the working status of the first IVR node is abnormal, and alarm processing of the first IVR node is required.

[0084] In one embodiment of this application, the method further includes:

[0085] The first hang-up count of the first IVR node in the IVR call is obtained, that is, the first hang-up count of the first IVR node in the IVR call is determined based on the user's behavior in the IVR call. Specifically, if the user ends the IVR call at the first IVR node, the first hang-up count of the first IVR node in the IVR call is determined to be 1; if the user does not end the IVR call at the first IVR node, the first hang-up count of the first IVR node in the IVR call is determined to be 0.

[0086] Then, based on the first hang-up count of the first IVR node in each IVR call within the fourth time period, the second hang-up count of the first IVR node in the first IVR process within the fourth time period is determined, that is, the first hang-up count of each IVR call within the fourth time period is accumulated to obtain the second hang-up count of the first IVR node.

[0087] Then, based on the second number of hang-ups of the first IVR node in the first IVR process, the first IVR node is monitored.

[0088] For example, the total number of pending requests in the first IVR process within the fourth time period is obtained by summing the second number of pending requests for each IVR node in the first IVR process within the fourth time period. Then, based on the second number of pending requests for the first IVR node and the total number of pending requests, the first pending request ratio of the first IVR node within the fourth time period is determined. Furthermore, the second pending request ratio of the first IVR node within the fifth time period and the third pending request ratio within the sixth time period are obtained, wherein the fifth and sixth time periods are both year-over-year periods of the fourth time period, and the sixth time period precedes the fifth time period. Similarly, this application mainly uses the fifth time period as a weekly year-over-year period of the fourth time period and the sixth time period as a monthly year-over-year period of the fourth time period as an example for illustration.

[0089] Finally, the first IVR node is monitored based on the first idle ratio, the second idle ratio, and the third idle ratio.

[0090] For example, if the first idle ratio is between the second idle ratio and the third idle ratio, the working status of the first IVR node is determined to be normal; if the first idle ratio is not between the second idle ratio and the third idle ratio, the working status of the first IVR node is determined to be abnormal, and an alarm is triggered for the first IVR node.

[0091] Similarly, the second idle ratio is the idle ratio corresponding to the week-on-week comparison, reflecting the recent change pattern of the idle ratio, and the third idle ratio is the idle ratio corresponding to the month-on-month comparison, reflecting the long-term change pattern of the idle ratio. Therefore, the second ratio and the fourth ratio constitute a complete ratio range. If the first idle ratio is within this ratio range, it means that the idle ratio of the first IVR node is normal. If the first idle ratio is not within this ratio range, it means that the idle ratio of the first IVR node is abnormal, that is, the working status of the first IVR node is abnormal, and an alarm can be triggered for the first IVR node.

[0092] As can be seen, in this embodiment, IVR nodes can also be monitored from the perspective of the number of IVR nodes inactive, thereby further realizing multi-dimensional and refined monitoring of IVR nodes.

[0093] See Figure 4 , Figure 4 This is a schematic diagram of a traffic calculation device provided in an embodiment of this application. The traffic calculation device can be the aforementioned IVR data server. The traffic calculation device 400 includes: an acquisition unit 401 and a processing unit 402, wherein:

[0094] The acquisition unit 401 is used to acquire, in an interactive voice response call, the jump data required to execute the jump logic each time the first interactive voice response node is entered, based on the jump logic of the first interactive voice response node;

[0095] The processing unit 402 is configured to determine the traffic increment corresponding to each entry into the first interactive voice response node based on the jump data; and to determine the first traffic of the first interactive voice response node in the interactive voice response call based on the traffic increment.

[0096] In one embodiment of this application, in determining the traffic increment corresponding to each entry into the first interactive voice response node based on the jump data, the processing unit 402 is specifically used for:

[0097] For the first entry into the first interactive voice response node, the first traffic increment corresponding to the first entry into the first interactive voice response node is determined to be a first preset value;

[0098] For the i-th entry into the first interactive voice response node, if the jump data is call data, then the second traffic increment corresponding to the i-th entry into the first interactive voice response node is determined to be the second preset value; if the jump data is user data, then based on the first user data used for the i-th entry into the first interactive voice response node and the second user data used for the (i-1)-th entry into the first interactive voice response node, the second traffic increment corresponding to the i-th entry into the first interactive voice response node is determined, where i is greater than or equal to 2.

[0099] In one embodiment of this application, in determining the second traffic increment corresponding to the i-th entry into the first interactive voice response node based on the first user data used for the i-th entry into the first interactive voice response node and the second user data used for the (i-1)-th entry into the first interactive voice response node, the processing unit 402 is specifically used for:

[0100] If the first user data and the second user data are the same, then the second traffic increment is determined to be the second preset value;

[0101] If the first user data and the second user data are different, then the second traffic increment is determined to be the first preset value.

[0102] In one embodiment of this application, the first interactive voice response node is any one of the interactive voice response nodes in the first interactive voice response process, and the first interactive voice response process is one interactive voice response process in the interactive voice response call; the processing unit 402 is further configured to:

[0103] Based on the first traffic of the first interactive voice response node in the interactive voice response call, the second traffic of the first interactive voice response node in the first interactive voice response process within the first time period is determined, and the interactive voice response call is an interactive voice response call within the first time period; based on the second traffic of the first interactive voice response node, the first interactive voice response node is monitored.

[0104] In one embodiment of this application, in monitoring the first interactive voice response node based on the second traffic of the first interactive voice response node, the processing unit 402 is specifically configured to:

[0105] Based on the node identifier of the first interactive voice response node, determine the sub-interactive voice response node corresponding to the first interactive voice response node in the first interactive voice response process;

[0106] The first interactive voice response node is monitored based on the second traffic of the first interactive voice response node and the second traffic of the sub-interactive voice response node.

[0107] In one embodiment of this application, the first interactive voice response node is a branch decision node in a first interactive voice response process; in monitoring the first interactive voice response node based on the second traffic flow of the first interactive voice response node, the processing unit 402 is specifically used for:

[0108] Based on the node identifier of the first interactive voice response node, the second interactive voice response node in the second interactive voice response process is determined, wherein the node identifier of the second interactive voice response node is the same as that of the first interactive voice response node.

[0109] Based on the second traffic of the first sub-interactive voice response node in the first interactive voice response process, and the second traffic of the first interactive voice response node, the first traffic splitting ratio of the first sub-interactive voice response node in the first interactive voice response process is determined, wherein the first sub-interactive voice response node is any one of the first interactive voice response node or the second interactive voice response node.

[0110] Based on the second traffic of the first sub-interactive voice response node in the second interactive voice response process, and the second traffic of the second interactive voice response node, the second traffic splitting ratio of the first sub-interactive voice response node in the second interactive voice response process is determined.

[0111] Based on the first and second split ratios, the first interactive voice response node is monitored.

[0112] In one embodiment of this application, in monitoring the first interactive voice response node based on the second traffic of the first interactive voice response node, the processing unit 402 is specifically configured to:

[0113] Obtain the third traffic flow of the first interactive voice response node in the first interactive voice response process within the second time period;

[0114] Obtain the fourth traffic of the first interactive voice response node in the first interactive voice response process within the third time period, wherein the second time period and the third time period are both the same time period as the first time period, and the third time period is before the second time period, and the second time period is before the first time period.

[0115] The first interactive voice response node is monitored based on the second, third, and fourth traffic flows of the first interactive voice response node.

[0116] The first interactive voice response node is any one of the interactive voice response nodes in the first interactive voice response process, and the first interactive voice response process is one of the interactive voice response processes in the interactive voice response call. The processing unit 402 is further configured to:

[0117] Obtain the first hang-up count of the first interactive voice response node in the interactive voice response call;

[0118] Based on the first hang-up count of the first interactive voice response node in the interactive voice response call, determine the second hang-up count of the first interactive voice response node in the first interactive voice response process within the fourth time period;

[0119] The first interactive voice response node is monitored based on the second number of hang-ups in the first interactive voice response process.

[0120] In monitoring the first interactive voice response node based on the second hang-up count of the first interactive voice response node in the first interactive voice response process, the processing unit 402 is specifically used for:

[0121] Obtain the total number of hang-ups in the first interactive voice response process during the fourth time period;

[0122] Based on the second number of hang-ups and the total number of hang-ups of the first interactive voice response node, the first hang-up ratio of the first interactive voice response node in the fourth time period is determined;

[0123] The second hang-up rate of the first interactive voice response node in the fifth time period and the third hang-up rate in the sixth time period are obtained, wherein the fifth time period and the sixth time period are the same time period as the fourth time period, and the sixth time period is before the fifth time period, and the fifth time period is before the fourth time period.

[0124] The first interactive voice response node is monitored based on the first hang-up ratio, the second hang-up ratio, and the third hang-up ratio.

[0125] See Figure 5 , Figure 5 This is a schematic diagram of an electronic device provided in an embodiment of this application. (As shown...) Figure 5 As shown, the electronic device 500 includes a transceiver 501, a processor 502, and a memory 503. These are connected via a bus 504. The memory 503 stores computer programs and data, and can transmit the data stored in the memory 503 to the processor 502. The processor 502 reads the computer programs from the memory 503 to execute the respective steps of the traffic calculation method of this embodiment. Optionally, the electronic device can be the traffic calculation apparatus 400 described above.

[0126] The processor 502 may be a general-purpose central processing unit (CPU), microprocessor, application specific integrated circuit (ASIC), graphics processing unit (GPU), or one or more integrated circuits, used to execute relevant programs to perform embodiments of the flow calculation method of this application.

[0127] The processor 502 can also be an integrated circuit chip with signal processing capabilities. In implementation, each step of the flow calculation method of this application can be completed by the integrated logic circuits in the hardware of the processor 502 or by instructions in software form. The aforementioned processor 502 can also be a general-purpose processor, a digital signal processor (DSP), an application-specific integrated circuit (ASIC), a field-programmable gate array (FPGA), or other programmable logic devices, discrete gate or transistor logic devices, or discrete hardware components. It can implement or execute the methods, steps, and logic block diagrams disclosed in the embodiments of this application. The general-purpose processor can be a microprocessor or any conventional processor. The steps of the methods disclosed in the embodiments of this application can be directly embodied in the execution of a hardware decoding processor, or executed by a combination of hardware and software modules in the decoding processor. The software modules can be located in random access memory, flash memory, read-only memory, programmable read-only memory, electrically erasable programmable memory, registers, or other mature storage media in the art. The storage medium is located in memory 503. Processor 502 reads the information in memory 503 and executes the various steps in the flow calculation method of this application in conjunction with its hardware.

[0128] Transceiver 501 is used to enable communication between electronic device 500 and other devices or communication networks. Specifically, bitmaps of workpieces can be acquired through transceiver 501.

[0129] Bus 504 may include a pathway for transmitting information between various components of electronic device 500 (e.g., transceiver 501, processor 502, and memory 503).

[0130] It should be noted that, although Figure 5 The illustrated electronic device 500 only shows a transceiver, memory, and processor. However, those skilled in the art should understand that in specific implementations, the electronic device 500 may also include other devices necessary for normal operation. Furthermore, depending on specific needs, those skilled in the art should understand that the electronic device 500 may also include hardware devices for implementing other additional functions. Moreover, those skilled in the art should understand that the electronic device 500 may only include the devices necessary for implementing the embodiments of this application, and may not necessarily include... Figure 5 All the devices shown.

[0131] Those skilled in the art will clearly understand that, for the sake of convenience and brevity, the specific working processes of the devices, apparatuses, and units described above can be referred to the corresponding processes in the foregoing method embodiments, and will not be repeated here.

[0132] It should be understood that the user equipment in this application may include smartphones (such as Android phones, iOS phones, Windows Phones, etc.), tablet computers, PDAs, laptops, mobile internet devices (MIDs), or wearable devices, etc. The above electronic devices are merely examples and not exhaustive, and include, but are not limited to, the electronic devices described above. In practical applications, the above electronic devices may also include: intelligent in-vehicle terminals, computer equipment, etc.

[0133] The traffic calculation device in this application can be a server, which can be a cloud computing server, a Content Delivery Network (CDN) server, a Network Time Protocol (NTP) server, a Domain Name System (DNS) server, or other types of servers. The above-mentioned servers are merely examples and not exhaustive, and include, but are not limited to, the servers described above.

[0134] This application also provides a computer-readable storage medium storing a computer program that is executed by a processor to implement some or all of the steps of any of the flow calculation methods described in the above method embodiments.

[0135] This application also provides a computer program product, which includes a non-transitory computer-readable storage medium storing a computer program operable to cause a computer to perform some or all of the steps of any of the flow calculation methods described in the above method embodiments.

[0136] It should be noted that, for the sake of simplicity, the foregoing method embodiments are all described as a series of actions. However, those skilled in the art should understand that this application is not limited to the described order of actions, as some steps may be performed in other orders or simultaneously according to this application. Furthermore, those skilled in the art should also understand that the embodiments described in the specification are all optional embodiments, and the actions and modules involved are not necessarily essential to this application.

[0137] In the above embodiments, the descriptions of each embodiment have different focuses. For parts not described in detail in a certain embodiment, please refer to the relevant descriptions in other embodiments.

[0138] In the several embodiments provided in this application, it should be understood that the disclosed apparatus can be implemented in other ways. For example, the apparatus embodiments described above are merely illustrative; for instance, the division of units is only a logical functional division, and in actual implementation, there may be other division methods. For example, multiple units or components may be combined or integrated into another system, or some features may be ignored or not executed. Furthermore, the coupling or direct coupling or communication connection shown or discussed may be through some interfaces; the indirect coupling or communication connection between devices or units may be electrical or other forms.

[0139] The units described as separate components may or may not be physically separate. The components shown as units may or may not be physical units; that is, they may be located in one place or distributed across multiple network units. Some or all of the units can be selected to achieve the purpose of this embodiment according to actual needs.

[0140] Furthermore, the functional units in the various embodiments of this application can be integrated into one processing unit, or each unit can exist physically separately, or two or more units can be integrated into one unit. The integrated unit can be implemented in hardware or as a software program module.

[0141] If the integrated unit is implemented as a software program module and sold or used as an independent product, it can be stored in a computer-readable storage device (CMD). Based on this understanding, the technical solution of this application, in essence, or the part that contributes to the prior art, or all or part of the technical solution, can be embodied in the form of a software product. This computer software product is stored in a memory and includes several instructions to cause a computer device (which may be a personal computer, server, or network device, etc.) to execute all or part of the steps of the methods described in the various embodiments of this application. The aforementioned memory includes various media capable of storing program code, such as USB flash drives, read-only memory (ROM), random access memory (RAM), portable hard drives, magnetic disks, or optical disks.

[0142] Those skilled in the art will understand that all or part of the steps in the various methods of the above embodiments can be implemented by a program instructing related hardware. The program can be stored in a computer-readable storage medium, which may include: flash drive, read-only memory (ROM), random access memory (RAM), disk or optical disk, etc.

[0143] The embodiments of this application have been described in detail above. Specific examples have been used to illustrate the principles and implementation methods of this application. The description of the above embodiments is only for the purpose of helping to understand the method and core ideas of this application. At the same time, for those skilled in the art, there will be changes in the specific implementation methods and application scope based on the ideas of this application. Therefore, the content of this specification should not be construed as a limitation of this application.

Claims

1. A flow rate calculation method, characterized in that, include: In an interactive voice response call, based on the jump logic of the first interactive voice response node, the jump data required to execute the jump logic each time the first interactive voice response node is entered is obtained; Based on the jump data, determine the traffic increment corresponding to each entry into the first interactive voice response node; Based on the traffic increment, the first traffic of the first interactive voice response node in the interactive voice response call is determined.

2. The method according to claim 1, characterized in that, The step of determining the traffic increment corresponding to each entry into the first interactive voice response node based on the jump data includes: For the first entry into the first interactive voice response node, the first traffic increment corresponding to the first entry into the first interactive voice response node is determined to be a first preset value; For the i-th entry into the first interactive voice response node, if the jump data is call data, then the second traffic increment corresponding to the i-th entry into the first interactive voice response node is determined to be the second preset value; if the jump data is user data, then based on the first user data used for the i-th entry into the first interactive voice response node and the second user data used for the (i-1)-th entry into the first interactive voice response node, the second traffic increment corresponding to the i-th entry into the first interactive voice response node is determined, where i is greater than or equal to 2.

3. The method according to claim 2, characterized in that, The determination of the second traffic increment corresponding to the i-th entry into the first interactive voice response node, based on the first user data used for the i-th entry into the first interactive voice response node and the second user data used for the (i-1)-th entry into the first interactive voice response node, includes: If the first user data and the second user data are the same, then the second traffic increment is determined to be the second preset value; If the first user data and the second user data are different, then the second traffic increment is determined to be the first preset value.

4. The method according to any one of claims 1-3, characterized in that, The first interactive voice response node is any one of the interactive voice response nodes in the first interactive voice response process, and the first interactive voice response process is one of the interactive voice response processes in the interactive voice response call. The method further includes: Based on the first traffic of the first interactive voice response node in the interactive voice response call, the second traffic of the first interactive voice response node in the first interactive voice response process within the first time period is determined; The first interactive voice response node is monitored based on the second traffic of the first interactive voice response node.

5. The method according to claim 4, characterized in that, The second traffic monitoring of the first interactive voice response node based on the first interactive voice response node includes: Based on the node identifier of the first interactive voice response node, determine the sub-interactive voice response node corresponding to the first interactive voice response node in the first interactive voice response process; The first interactive voice response node is monitored based on the second traffic of the first interactive voice response node and the second traffic of the sub-interactive voice response node.

6. The method according to claim 4, characterized in that, The second traffic monitoring of the first interactive voice response node based on the first interactive voice response node includes: Based on the node identifier of the first interactive voice response node, the second interactive voice response node in the second interactive voice response process is determined, wherein the node identifier of the second interactive voice response node is the same as that of the first interactive voice response node. Based on the second traffic of the first sub-interactive voice response node in the first interactive voice response process, and the second traffic of the first interactive voice response node, the first traffic splitting ratio of the first sub-interactive voice response node in the first interactive voice response process is determined, wherein the first sub-interactive voice response node is any one of the first interactive voice response node or the second interactive voice response node. Based on the second traffic of the first sub-interactive voice response node in the second interactive voice response process, and the second traffic of the second interactive voice response node, the second traffic splitting ratio of the first sub-interactive voice response node in the second interactive voice response process is determined. Based on the first and second split ratios, the first interactive voice response node is monitored.

7. The method according to claim 4, characterized in that, The second traffic monitoring of the first interactive voice response node based on the first interactive voice response node includes: Obtain the third traffic flow of the first interactive voice response node in the first interactive voice response process within the second time period; Obtain the fourth traffic of the first interactive voice response node in the first interactive voice response process within the third time period, wherein the second time period and the third time period are both the same time period as the first time period, and the third time period is before the second time period, and the second time period is before the first time period. The first interactive voice response node is monitored based on the second, third, and fourth traffic flows of the first interactive voice response node.

8. The method according to any one of claims 1-7, characterized in that, The first interactive voice response node is any one of the interactive voice response nodes in the first interactive voice response process, and the first interactive voice response process is one of the interactive voice response processes in the interactive voice response call. The method further includes: Obtain the first hang-up count of the first interactive voice response node in the interactive voice response call; Based on the first hang-up count of the first interactive voice response node in the interactive voice response call, determine the second hang-up count of the first interactive voice response node in the first interactive voice response process within the fourth time period; The first interactive voice response node is monitored based on the second number of hang-ups in the first interactive voice response process.

9. The method according to claim 8, characterized in that, The monitoring of the first interactive voice response node based on the second number of hang-ups in the first interactive voice response process includes: Obtain the total number of hang-ups in the first interactive voice response process during the fourth time period; Based on the second number of hang-ups and the total number of hang-ups of the first interactive voice response node, the first hang-up ratio of the first interactive voice response node in the fourth time period is determined; The second hang-up rate of the first interactive voice response node in the fifth time period and the third hang-up rate in the sixth time period are obtained, wherein the fifth time period and the sixth time period are the same time period as the fourth time period, and the sixth time period is before the fifth time period, and the fifth time period is before the fourth time period. The first interactive voice response node is monitored based on the first hang-up ratio, the second hang-up ratio, and the third hang-up ratio.

10. A flow rate calculation device, characterized in that, include: The acquisition unit is used to acquire, in a single interactive voice response call, the jump data required to execute the jump logic each time the first interactive voice response node is entered, based on the jump logic of the first interactive voice response node; The processing unit is used to determine the traffic increment corresponding to each entry into the first interactive voice response node based on the jump data; Based on the traffic increment, the first traffic of the first interactive voice response node in the interactive voice response call is determined.

11. An electronic device, characterized in that, include: A processor and a memory, the processor being connected to the memory, the memory being used to store a computer program, the processor being used to execute the computer program stored in the memory to cause the electronic device to perform the method as described in any one of claims 1-9.

12. A computer-readable storage medium, characterized in that, The computer-readable storage medium stores a computer program that is executed by a processor to implement the method as described in any one of claims 1-9.

Images