CN104123590A - 95598 customer service center operation monitoring system and method - Google Patents
95598 customer service center operation monitoring system and method Download PDFInfo
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- CN104123590A CN104123590A CN201410299895.3A CN201410299895A CN104123590A CN 104123590 A CN104123590 A CN 104123590A CN 201410299895 A CN201410299895 A CN 201410299895A CN 104123590 A CN104123590 A CN 104123590A
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Abstract
The invention discloses a 95598 customer service center operation monitoring system and method. The 95598 customer service center operation monitoring system comprises an application layer and a data layer. The data layer comprises a marketing system management database, a marketing system production database and an operation system production database; and the application layer comprises an operation dynamic module, an operation quality inspection module, an on-site monitoring module, a human resource module, an emergency disposal module, an integrated management module and an information collection module. The marketing system management database is in communication with the operation dynamic module, and the marketing system production database is in communication with the operation quality inspection module. The operation system production database is respectively in communication with the operation quality inspection module, the on-site monitoring module, the human resource module, the integrated management module and the information collection module; and the operation system production database is further in two-way communication with the emergency disposal module. The 95598 customer service center operation monitoring system and method have the advantages that on-line circulation and control of various services can be achieved, a horizontal collaboration and longitudinal linkage system is formed, and seamless connection of data, on-line implementation of services, real-time control of the process and real-time analysis of the effect are achieved.
Description
Technical field
The present invention relates to Customer Service Center's operation management field, relate in particular to a kind of 95598 Customer Service Center's monitoring operation system and methods.
Background technology
Along with the continuous increase of the deepening continuously of the standardization of Customer Service Center operation, system applies, portfolio, client improves constantly the requirement of power supply services, and unification, specification operation to Customer Service Center are had higher requirement.
At present, the transportation function singleness of Customer Service Center, service procedure is numerous and diverse, the centralized and unified real-time monitoring of the personnel that cannot realize; Cannot carry out statistical summaries and realize data linkage and data quality checking the operation data of each region of Customer Service Center; The unexpected incidents that occur for Customer Service Center, lack the unified response mechanism in each region; Document, fund and budget to Customer Service Center, personal information, work program etc. cannot realize online unified coordination and control, and can not accurately grasp circulation process of data etc.These problems have greatly affected work efficiency and the service quality of Customer Service Center, therefore, set up a set of efficient, specification, friendly monitoring operation platform, and the enforcement and the unified monitoring that realize every supporting business become the problem that will solve of needing badly.
Summary of the invention
Object of the present invention is exactly in order to address the above problem, a kind of 95598 Customer Service Center's monitoring operation system and methods have been proposed, this system can make the online circulation of every business and management and control, the management system that forms horizontal coordination, longitudinal linkage, realizes the seamless connection of data, the on-line implement of business, the real-time management and control of process and the instant analysis of effect.
To achieve these goals, the present invention adopts following technical scheme:
A kind of 95598 Customer Service Center's monitoring operation systems, comprising: application layer and data Layer;
Described data Layer comprises:
Marketing system management database, marketing system Production database, operation system Production database;
Described application layer comprises:
Operation dynamic module: for adding up and show the traffic data of each province, districts and cities and constituent parts, and user right is set, realizes the access rights control of different user;
Operation quality testing module: for the operation data of Customer Service Center is analyzed and evaluated, to the quality inspection of sampling of business processing data, and the index that responsible Customer Service Center of different business department is examined each prefecture-level company is carried out automatic discrimination and workflow;
On-site supervision module: by traffic forecast algorithm predicts telephone traffic, and formulate personnel's collocation strategy according to predicting telephone traffic; Seat personnel work in every index and great Service events data, telework situation data are monitored in real time and added up;
Human resources module: for seat personnel being carried out to the management of work attendance, emolument, contract, training and examination;
Emergency disposal module: for to system and service risk monitor, early warning, to system and service risk carry out emergency disposal, assessment;
Comprehensive management module: carry out online integrated management for the document to Customer Service Center, fund and budget, personal information, work program;
Information acquisition module: for all departments of Customer Service Center data are classified and gathered and add up;
Wherein, marketing system management database and the two-way communication of marketing system Production database, marketing system management database is communicated by letter with operation dynamic module, and marketing system Production database is communicated by letter with operation quality testing module;
Operation system Production database is communicated by letter respectively with information acquisition module with operation quality testing module, on-site supervision module, human resources module, comprehensive management module; Operation system Production database also with the two-way communication of emergency disposal module.
Described on-site supervision module comprises:
The module of arranging an order according to class and grade: by traffic forecast algorithm predicts telephone traffic, and formulate personnel's collocation strategy according to predicting telephone traffic;
Data handing-over module: the untreated last order of classes or grades at school material particular automatic data transmission completing, to next order of classes or grades at school, is realized to the accumulation of material particular and retains.
The scene monitoring module of attending a banquet: member's routine work indices of attending a banquet is monitored in real time and added up, and point out warning by desktop message, billboard acousto-optic flashing mode to different objects to the overtime index of different brackets;
Live traffic monitoring module: the information data index in work on the spot process, great Service events data, telework situation data are monitored in real time, live traffic abnormal conditions are reported to the police and processed;
The index of attending a banquet alarm module: multistage traffic data threshold values is set, once telephone traffic exceeds standard, points out or report to the police to Customer Service Center and accountability unit in time;
Work order relating module: in system 95598 hot lines, the work order of reaction same problem is carried out to association;
Major event administration module: according to the significance level of event in work order, event is divided into some grades, according to the difference of event class, carries out respectively different approval processes;
The unified bore module of answering: Customer Service Center and operation system connect, according to operation system client's archive information or the unified bore module of answering of phone auto-associating, forms unified answer bore to special work order.
Described information acquisition module comprises:
System operation monitoring module: system operation and the every monitor control index of computer lab management are set to the threshold values of monitoring, and automatically the monitor control index that exceeds threshold values is carried out to alarm; The adjustment process of System Privileges and platform parameter is formulated to the flow process of standard, realized the management and control to parameter adjustment process;
System postitallation evaluation module: by relevant weight and evaluating are set, set up system postitallation evaluation model, system equipment, service application, manufacturer's service are carried out quantitatively evaluating management, and formulated the emergency policy under different abnormal conditions;
System maintaining module: the unit exception defect occurring in system operational process is carried out to the online management of procedure, and analyze abnormal cause, formulate in time rectification scheme;
System and equipment files module: enabling automatically of system and equipment filed, and according to the data of the actual conditions real-time update archives of system and equipment;
System update demand module: improve regulatory requirement for Added Business demand, system defect change request, system upgrade and carry out risk Pre-Evaluation, and assessment result is preserved.
Described operation quality testing module comprises:
Index complaint module: transfer various places power supply service data, the index that different business department is responsible is carried out to automatic discrimination and workflow;
Sampling quality testing module: to the quality inspection of sampling of the each module data of Customer Service Center, quality inspection result auto-associating employee information data;
Service test and appraisal module: transfer complaints and denunciation data, Customer Service Center's operation situation is analyzed, assessed.
A method for 95598 Customer Service Center's monitoring operation systems, comprising:
The operational data of all departments of collection Customer Service Center respectively classified and stored are to marketing system database and operational system database, and the content that the each module of application layer is called associated databases as required realizes respectively operation Dynamic Display, operation quality inspection, on-site supervision, human resource management, emergency disposal, traffic statistic and prediction, data information acquisition and information comprehensive management function.
Described information comprehensive management comprises: according to the document application of submitting, by fuzzy query, judge whether the field of alternate file, if had, the old document of replacement is set to calcellation, and new file comes into force;
Revise each field information, the alternate file of simultaneously can being associatedly correlated with;
Set document date of expiration, after date of expiration, the document processing of automatically cancelling, and send prompting message.
The process of described operation quality inspection is: business processing data are sampled, and carry out quality inspection according to corresponding standard, if quality inspection result is qualified, quality inspection result is announced and preserved; If quality inspection result is defective, carries out quality inspection result and announce in advance;
If initiated complaint by sampling observation personnel, the quality testing module of sampling is audited pre-announcement result according to complaint content, and after complaint is finished dealing with, sampling quality testing module is announced the Examined after examination & verification preserve.
The method of described traffic statistic and prediction is:
(1) choose the historical traffic data in certain hour section, according to got historical data, separate service batch total is calculated each time period and is divided a hour telephone traffic M; According to the average treatment duration N of average call duration and the single phone of duration calculation on the desk; Finally determine that the personnel of being engaged in if required per hour count H
1;
(2) definition Prediction Parameters affect telephone traffic X and comprises that weather condition affects telephone traffic X1, dead line number and affects telephone traffic X2, breakdown repair resource quantity and affect telephone traffic X3, cause specific frequency of power cut and affect telephone traffic X4, the community service unit's resource quantity of powering and affect telephone traffic X5;
(3) according to the data target that the previous year, monthly each Prediction Parameters affected telephone traffic X1, X2, X3, X4, X5, calculate telephone traffic X1 ', X2 ', X3 ', X4 ', the X5 ' of each Prediction Parameters impact in corresponding month then; The telephone traffic that each Prediction Parameters in corresponding month affects is then multiplied by each Prediction Parameters affects the weight of telephone traffic, and calculating the Prediction Parameters in corresponding month then affects telephone traffic X ';
(4) adjacent the previous year 2 months 24 some hourly average telephone traffics are compared, determine the numerical value of hourly average telephone traffic amplification/range of decrease same period number percent λ, be labeled as respectively λ 1-λ 24;
(5) the average telephone traffic of establishing 24 then of that month points hour is respectively A1-A24, the numerical value that affects telephone traffic X ' and corresponding month hourly average the previous year telephone traffic amplification/range of decrease same period number percent λ in conjunction with of that month then Prediction Parameters, calculating is 24 some hourly average traffic load premeasuring S of 1 monthly average during the lunar New Year;
(6), in conjunction with on-site actual situations and empirical value, draw hour telephone traffic M per capita, according to formula H
2=S/M, calculates the personnel of being engaged in if required per hour and counts H
2;
(7) by calculating H
1and H
2mean value, determine the final pre-quantitation of traffic personnel.
The described number H that needs traffic personnel per hour
1computing method as follows:
H
1＝(M*N)/ν*δ*t
Wherein, M is telephone traffic per hour, and N is single phone average treatment duration, and ν is the attendance rate, and δ is platform seat utilization factor, and t provides work duration for everyone is per hour.
The computing method of telephone traffic X1 ', the X2 ' of the each Prediction Parameters impact in described corresponding month then, X3 ', X4 ', X5 ' are:
X1′＝a*y
1*ξ1；X2′＝b*y
2*ξ2；X3′＝c*y
3*ξ3；X4′＝d*y
4*ξ4；X5′＝e*y
5*ξ5；
When the computing method of 24 some hourly average traffic load premeasuring S of 1 monthly average are during the lunar New Year:
S＝{[A1*(1+λ1)+A2*(1+λ2)+…A24*(1+λ24)]+24*X′}*30/31
Wherein, a is the empirical value that 1 inclement weather affects telephone traffic, y
1for the boisterous number of times same period last year, ξ 1 is the amplification/range of decrease of the inclement weather number of times same period in this year; B is the empirical value that 1 dead line affects telephone traffic, y
2for the dead line number of the same period last year, ξ 2 is the amplification/range of decrease of the dead line number same period in this year; C is the empirical value that 1 breakdown repair resource affects telephone traffic, y
3for the breakdown repair resource quantity of the same period last year, ξ 3 is the amplification/range of decrease of the breakdown repair resource quantity same period in this year; D is the empirical value that 1 cause specific power failure affects telephone traffic, y
4for the cause specific frequency of power cut of the same period last year, ξ 4 is the amplification/range of decrease of the cause specific frequency of power cut same period in this year; E is the empirical value that 1 power supply service unit of community resource affects telephone traffic, y
5for power supply service unit of the community resource quantity of the same period last year, ξ 5 is the amplification/range of decrease of community's power supply same period in this year service unit resource quantity; A1-A24 is respectively the average telephone traffic of then of that month 24 points hour; λ 1-λ 24 is the numerical value of hourly average the previous year telephone traffic amplification/range of decrease same period number percent.
The invention has the beneficial effects as follows:
1. Customer Service Center's monitoring operation platform that the present invention builds, has integrated every business datum of Customer Service Center, and the every flow process of service centre is realized to online examination & approval, process online, specification treatment scheme; To staff's United Dispatching, change in the past with OA or paper transmission of information, gather the mode of operation of examination, management and control with periodic data, unified construction operation supervisory system, realizes the seamless connection of data, the on-line implement of business, the real-time management and control of process, the instant analysis of effect.
2. set up 95598 system operation maintenance overall process management and control systems, realize the closed loop monitoring such as the upper and lower link of 95598 system hardware and software links, lateral loops is controlled approximately, flowchart process management and control, compliance test result enforcement.Nearly thousand, center equipment is carried out to the registrations such as real name, address, brand, important technological parameters, and expiring according to the apparatus for establishing archives such as quality guarantee cycle, equipment life, time between overhauls(TBO), tour cycle realization, auto-alarming is practicable to be processed.Set up anomaly, site disposal, risk and carry that report, rectification are implemented, overall process management and control system is evaluated in assessment, security of system management and control ability obviously promotes.Implementation system and equipment day, the moon, patrol and examine in season, regularly carry out risk assessment, promote equipment and system hidden danger disposal rate 100% according to the optimization of assessment result implementation system.
3. set up periodic data and gather examination, management and control mode of operation, taking monitoring operation system as platform, realize the seamless connection of data, the on-line implement of business, the real-time management and control of process, the instant analysis of effect.
Realize the service management of three grade 95598 of cities and counties of province and circulate in length and breadth, data sharing.
Build 95598 unified service monitoring dispatching platforms, the center of having realized attend a banquet condition monitoring, the long-range condition monitoring of attending a banquet, Changes in weather monitoring, five minutes call monitorings, the monitoring etc. of queuing up, 0 time response of having realized emergency services event.
Brief description of the drawings
Fig. 1 is monitoring operation system architecture schematic diagram of the present invention;
Fig. 2 is the present invention's quality testing module work schematic diagram of sampling;
Fig. 3 is 24 hours traffic forecast curve synoptic diagrams of the present invention;
Embodiment:
Below in conjunction with accompanying drawing and embodiment, the present invention will be further described:
As shown in Figure 1, a kind of 95598 Customer Service Center's monitoring operation systems, comprising: application layer and data Layer;
Data Layer comprises: marketing system management database, marketing system Production database, operation system Production database;
Application layer comprises:
Operation dynamic module: for adding up and show the traffic data of each province, districts and cities and constituent parts, and user right is set, realizes the access rights control of different user;
Operation quality testing module: for the operation data of Customer Service Center is analyzed and evaluated, to the quality inspection of sampling of business processing data, and the index that responsible Customer Service Center of different business department is examined each prefecture-level company is carried out automatic discrimination and workflow;
On-site supervision module: by traffic forecast algorithm predicts telephone traffic, and formulate personnel's collocation strategy according to predicting telephone traffic; Seat personnel work in every index and great Service events data, telework situation data are monitored in real time and added up;
Human resources module: for seat personnel being carried out to the management of work attendance, emolument, contract, training and examination;
Emergency disposal module: for to system and service risk monitor, early warning, to system and service risk carry out emergency disposal, assessment;
Comprehensive management module: carry out online integrated management for the document to Customer Service Center, fund and budget, personal information, work program;
Information acquisition module: for all departments of Customer Service Center data are classified and gathered and add up;
Wherein, marketing system management database and the two-way communication of marketing system Production database, marketing system management database is communicated by letter with operation dynamic module, and marketing system Production database is communicated by letter with operation quality testing module;
Operation system Production database is communicated by letter respectively with information acquisition module with operation quality testing module, on-site supervision module, human resources module, comprehensive management module; Operation system Production database also with the two-way communication of emergency disposal module.
One, operation dynamic module:
Monitoring operation, by various ways such as PPT, video, charts, has been shown traffic key index, traffic trend, percent of call completed, service level, service indication, the weather forecast at center.Carry out data statistic analysis by different time dimension, county of provinces or municipalities, shown average, value, on year-on-year basis, the achievement data of chain rate.In addition, pass through user authority setting, realize the traffic data that the whole province can be checked by company of province, and the data that can check various places cities and counties, the traffic data in these districts and cities and affiliated county can be checked by prefectures and cities, the traffic data that our unit can only be checked by existing company, meets Liao Bu commensurate, the demand of personnel to 95598 traffic data, has realized the online interaction of the whole province's 95598 data simultaneously and has shared.
Two, human resources module
Human resources module, by seat personnel being carried out to real-time storage and the renewal of the information such as work attendance, emolument, contract, training, examination, realizes overall process, the quantitative management of center seat personnel.Mainly comprise:
1, gather also keeper's multimedia messages, comprise photo, video recording, sound etc., to facilitate subsequent query.Real-time storage or the more new employee historical data from registration to leaving office overall process, personnel's flow process of leaving office is examined and files preservation online, grasps in time each employee's real-time information.
2, the record of checking card in the attendance record in system and attendance recorder is compared automatically, form correct Attendance Sheet, for performance appraisal provides data foundation.
3 and dissimilar employee's pay structure and computing formula be set; Gross salaries control law is flexible, can arrange projects such as wages, bonus, overtime premium, exceeds the quata to point out or does not allow and provide, and realizing controls cost avoids risk.
4,, to employee's expiration of contract early warning, the personnel that need to sign contract are bound in the page with the form of message box.
5, employee is carried out to 360 degree marking examinations, self-service examination assessment data and the chart made of system, the result of appraisal are spent more money on reference data for Second Year,
6, realize the online collection of all departments' training requirement, and the problem of finding in quality inspection management is initiated to training requirement immediately, all kinds of training requirements are classified, work out training program, implement training, and assess, realize targeted to training, planned closed loop management.
7, set up the test item bank of Customer Service Center, set the ratio of paper mark, all kinds of examination questions according to policy-flexible, automatically in exam pool, extracted and generate examination paper.
Can anonymity sentence volume, different examination questions assign many people to sentence volume simultaneously, the anti-prompting of failing to judge, realization sentence volume efficient, transparent, can tracing management.
To the total marks of the examination of attending a banquet add up, analysis, rank, and by the problem selective analysis typing training requirement existing, examination paper, training process are carried out to follow-up improvement, realize overall process, the closed loop management of examination management, form interaction, the feedback mechanism of training, examination.
Three, 95598 operation quality testing module
95598 operation management modules comprise index complaint module, sampling quality testing module, service test and appraisal module.
Index complaint module: transfer various places power supply service data, the index that different business department is responsible is carried out to automatic discrimination and workflow; Save the time of INDEX MANAGEMENT, improved the efficiency of management.
Sampling quality testing module: to the quality inspection of sampling of the each module data of Customer Service Center, quality inspection result auto-associating employee information data;
The process of operation quality inspection as shown in Figure 2, is sampled to business processing data, and is carried out quality inspection according to corresponding standard, if quality inspection result is qualified, quality inspection result is announced and is preserved; If quality inspection result is defective, carries out quality inspection result and announce in advance;
If initiated complaint by sampling observation personnel, the quality testing module of sampling is audited pre-announcement result according to complaint content, and after complaint is finished dealing with, sampling quality testing module is announced the Examined after examination & verification preserve.
Service test and appraisal module: transfer complaints and denunciation data, Customer Service Center's operation situation is analyzed, assessed.
Four, information acquisition module comprises:
System operation monitoring module: system operation and the every monitor control index of computer lab management are set to the threshold values of monitoring, and automatically the monitor control index that exceeds threshold values is carried out to alarm; The adjustment process of System Privileges and platform parameter is formulated to the flow process of standard, realized the management and control to parameter adjustment process;
System postitallation evaluation module: by relevant weight and evaluating are set, set up system postitallation evaluation model, system equipment, service application, manufacturer's service are carried out quantitatively evaluating management, and formulated the emergency policy under different abnormal conditions; Improve system emergency ability.
System maintaining module: the unit exception defect occurring in system operational process is carried out to the online management of procedure, and analyze abnormal cause, formulate in time rectification scheme;
System and equipment files module: enabling automatically of system and equipment filed, and according to the data of the actual conditions real-time update archives of system and equipment;
System update demand module: improve regulatory requirement for Added Business demand, system defect change request, system upgrade and carry out risk Pre-Evaluation, and assessment result is preserved.
Information management, by system O&M, assessment, management, Evaluation operation integrated management, is set up system specialized management system.
Five, 95598 on-site supervision modules comprise:
The module of arranging an order according to class and grade: by traffic forecast algorithm predicts telephone traffic, and formulate personnel's collocation strategy according to predicting telephone traffic;
Data handing-over module: the untreated last order of classes or grades at school material particular automatic data transmission completing, to next order of classes or grades at school, is realized to the accumulation of material particular and retains.
The scene monitoring module of attending a banquet: member's routine work indices of attending a banquet is monitored in real time and added up, and point out warning by desktop message, billboard acousto-optic flashing mode to different objects to the overtime index of different brackets;
Live traffic monitoring module: the information data index in work on the spot process, great Service events data, telework situation data are monitored in real time, live traffic abnormal conditions are reported to the police and processed;
The index of attending a banquet alarm module: multistage traffic data threshold values is set, once telephone traffic exceeds standard, points out or report to the police to Customer Service Center and accountability unit in time;
Work order relating module: in system 95598 hot lines, the work order of reaction same problem is carried out to association;
Major event administration module: according to the significance level of event in work order, event is divided into some grades, according to the difference of event class, carries out respectively different approval processes;
The unified bore module of answering: Customer Service Center and operation system connect, according to operation system client's archive information or the unified bore module of answering of phone auto-associating, forms unified answer bore to special work order.
Six, emergency disposal module comprises:
Contingency management comprises service emergency disposal and system emergency disposal.
Service emergency disposal comprises the tasks such as service Risk Monitoring, service Risk-warning, service risk emergency plan, service risk emergency disposal, the emergent assessment of service risk.
System emergency is disposed for the contingent emergency event of system, sets up Emergency system, and the preview of regularly meeting an urgent need, carries out emergency disposal if desired, and emergent preview and emergency disposal are assessed and improved.
Seven, comprehensive management module comprises:
Document management module: realize the distribution archive to hub file, the management of cancelling; By authority, control document is set and consults rank;
According to the document application of submitting, by fuzzy query, judge whether the field of alternate file, if had, the old document of replacement is set to calcellation, new file comes into force;
Document management module has the function of the each field information of amendment amendment, the alternate file of simultaneously can being associatedly correlated with;
Document management module can be set document date of expiration, after date of expiration, and the document processing of automatically cancelling, and send prompting message.
Planning management module: comprise comprehensive fund planning management, special fund planning management and work program management;
Store keeping module: to material planning, put in storage, receive and carry out online management, set special article and indicate, when special article is received, system proceeds to leader's examination & approval link automatically, realizes point workflow management to different materials;
Budget management module: center yearly budget, monthly budget, use of funds situation are carried out to online management;
Project management module: full storage project implementation process data, realizes the on-line tracing of project;
Festivals or holidays module on duty: on duty arranging an order according to class and grade online festivals or holidays, carry out online management, storage, retrieval to center personnel's festivals or holidays are on duty, realize information sharing on duty.
Eight, report form statistics
According to center all departments business demand, carry out report form statistics, realize data sharing.
Statistics comprises districts and cities' performance assessment criteria, center performance assessment criteria, realizes districts and cities, the statistics of center key index, inquiry, information sharing; Also comprise districts and cities' complaint situation statistical query, center complaint situation statistical query, quality inspection situation statistical query; Carry out traffic measurement according to incoming call, exhalation, Ivr Bootstrap statistics type, mainly comprise that work order statistics, service business amount are added up, complaint work order detail is added up, report work order detail is added up.The data that gather after system acquisition, through Machining Analysis, the data that needs are issued are shared after auditing and processing.
The operational data of all departments of collection Customer Service Center respectively classified and stored are to marketing system database and operational system database, and the content that the each module of application layer is called associated databases as required realizes respectively operation Dynamic Display, operation quality inspection, on-site supervision, human resource management, emergency disposal, traffic statistic and prediction, data information acquisition and information comprehensive management function.
Define following title implication:
(1) average call duration: the time of a phone is answered in customer service representative;
(2) duration on the desk: the time that issues work order business processing after phone has been answered in customer service representative;
(3) single business processing duration=average call duration+duration on the desk;
(4) the single business processing duration of all customer service representatives draws average traffic handling duration N divided by total number of persons after being added
(5) telephone traffic (S): refer to cycle length (year, month, week, day, time) interior client dials the total quantity of 95598 hotlines, unit (individual).
(6) hourly average telephone traffic (A): taking hour as base unit, 24 hours interior every days of cycle length (year, the moon, week), client per hour dials the mean value of 95598 hotline quantity, unit (individual), totally 24 values.
(7) Prediction Parameters affects telephone traffic (X): comprise that weather condition affects telephone traffic (X1), dead line number and affects telephone traffic (X2), breakdown repair resource quantity and affect that telephone traffic (X3), cause specific frequency of power cut affect telephone traffic (X4), power supply service unit of community resource quantity affects telephone traffic (X5) etc., unit (individual).Wherein:
1. weather condition affects telephone traffic (X1)
Weather condition comprises severe, normal two parameter items, the empirical value that 1 inclement weather affects telephone traffic is a, and the same period last year, boisterous number of times was y1, and the amplification/range of decrease of establishing the inclement weather number of times same period in this year is § 1, and weather condition parameter weight is 70%.
2. dead line number affects telephone traffic (X2)
Article 1, to affect the empirical value of telephone traffic be b to dead line, and the dead line number of the same period last year is y2, and the amplification/range of decrease of establishing the dead line number same period in this year is § 2, and dead line number parameter weight is 10%.
3. breakdown repair resource quantity affects telephone traffic (X3)
The empirical value that 1 breakdown repair resource affects telephone traffic is c, and the breakdown repair resource quantity of the same period last year is y3, and the amplification/range of decrease of establishing the breakdown repair resource quantity same period in this year is § 3, and breakdown repair resource quantity parameter weight is 7%.
4. cause specific frequency of power cut affects telephone traffic (X4)
The empirical value that 1 cause specific power failure affects telephone traffic is d, and the cause specific frequency of power cut of the same period last year is y4, and the amplification/range of decrease of establishing the cause specific frequency of power cut same period in this year is § 4, and cause specific frequency of power cut parameter weight is 3%.
5. community's power supply service unit resource quantity affects telephone traffic (X5)
The empirical value that power supply service unit of 1 community resource affects telephone traffic is e, power supply service unit of the community resource quantity of the same period last year is y5, if the amplification/range of decrease of community's power supply same period in this year service unit resource quantity is § 5, power supply service unit of community resource quantity parameter weight is 10%.
(8) hourly average telephone traffic amplification/range of decrease same period (λ)
Hourly average telephone traffic amplification/range of decrease same period refers to the comparison same period, the difference number percent of 24 some hourly average telephone traffics in 2 unit period of same time, unit (%), totally 24 values.
1. choose the historical traffic data in certain hour section, according to got historical data, separate service batch total is calculated each time period and is divided a hour telephone traffic M; According to the average treatment duration N of average call duration and the single phone of duration calculation on the desk; Finally determine that the personnel of being engaged in if required per hour count H
1;
H
1＝(M*N)/ν*δ*t
Wherein, M is telephone traffic per hour, and N is single phone average treatment duration, and ν is the attendance rate, and δ is platform seat utilization factor, and t provides work duration for everyone is per hour.
2. the measuring and calculating taking the moon as the cycle, predicts the traffic load data of lower 1 month.
Traffic load predicts that concrete measuring method is:
24 some hourly average telephone traffics in adjacent the same quarter last year 2 months are compared, determine the numerical value of hourly average telephone traffic amplification/range of decrease same period number percent (λ), totally 24 values, are made as respectively λ 1-λ 24.
Corresponding with the same period last year, of that month then traffic forecast parameter and the traffic forecast parameter of the same period last year are contrasted, draw the telephone traffic of each Prediction Parameters impact:
X1′＝a*y
1*ξ1；X2′＝b*y
2*ξ2；X3′＝c*y
3*ξ3；
X4′＝d*y
4*ξ4；X5′＝e*y
5*ξ5；
X′＝X1′*70％+X2′*10％+X3′*7％+X4′*3％+X5′*10％＝0.7a*y
1*ξ1+0.1b*y
2*ξ2+0.07c*y
3*ξ3+0.03d*y
4*ξ4+0.1e*y
5*ξ5
If 24 of that month some hourly average telephone traffics are A1-A24 then.
Finally show that the premeasuring of 24 some hourly average traffic loads of 1 monthly average is during the lunar New Year:
S＝{[A1*(1+λ1)+A2*(1+λ2)+…A24*(1+λ24)]+24*X′}*30/31
According to 24 hourly average telephone traffic trend, can make traffic load curve, as shown in Figure 3.
Can find out the traffic data situation of the periods such as traffic load spike, peak, low ebb according to traffic load curve map.
According to the traffic load data cases of day part, in conjunction with factor impacts such as the rate of utilization of work hour of attending a banquet, work saturation degree, the duration of call, duration on the desk, the attendance rate, personnel are carried out to reasonable disposition.
According to on-site actual situations and empirical value, if hour telephone traffic is M per capita, platform seat utilization factor is 75%, and the attendance rate (empirical value) is 95%, duration on the desk (Ta) is determined the empirical value of different times with the duration of call (Tt) according to actual conditions, and then draws:
M＝(3600s*75％*95％)/(Ta+Tt)
If prognosticator's quantity is H2, have:
H2＝S/M
3. by calculating H
1and H
2mean value, determine the final pre-quantitation of traffic personnel.
According to new personnel's measuring method, can formulate the corresponding traffic personnel scheme of arranging an order according to class and grade.
From 2014, Customer Service Center is by adopting new traffic load Forecasting Methodology to arrange an order according to class and grade, in the scheme of arranging an order according to class and grade except normal mornig shift, the middle class in a kindergarten, night shift, morning, evening peak class, Chang Baiban, normal white operation class are increased again, ensure day part personnel abundance, personnel's utilization factor obviously improves, and percent of call completed under normal circumstances all can meet the requirements of index amount.
By reference to the accompanying drawings the specific embodiment of the present invention is described although above-mentioned; but not limiting the scope of the invention; one of ordinary skill in the art should be understood that; on the basis of technical scheme of the present invention, those skilled in the art do not need to pay various amendments that creative work can make or distortion still in protection scope of the present invention.
Claims (10)
1. 95598 Customer Service Center's monitoring operation systems, is characterized in that, comprising: application layer and data Layer;
Described data Layer comprises:
Marketing system management database, marketing system Production database, operation system Production database;
Described application layer comprises:
Operation dynamic module: for adding up and show the traffic data of each province, districts and cities and constituent parts, and user right is set, realizes the access rights control of different user;
Operation quality testing module: for the operation data of Customer Service Center is analyzed and evaluated, to the quality inspection of sampling of business processing data, and the index that responsible Customer Service Center of different business department is examined each prefecture-level company is carried out automatic discrimination and workflow;
On-site supervision module: by traffic forecast algorithm predicts telephone traffic, and formulate personnel's collocation strategy according to predicting telephone traffic; Seat personnel work in every index and great Service events data, telework situation data are monitored in real time and added up;
Human resources module: for seat personnel being carried out to the management of work attendance, emolument, contract, training and examination;
Emergency disposal module: for to system and service risk monitor, early warning, to system and service risk carry out emergency disposal, assessment;
Comprehensive management module: carry out online integrated management for the document to Customer Service Center, fund and budget, personal information, work program;
Information acquisition module: for all departments of Customer Service Center data are classified and gathered and add up;
Wherein, marketing system management database and the two-way communication of marketing system Production database, marketing system management database is communicated by letter with operation dynamic module, and marketing system Production database is communicated by letter with operation quality testing module;
Operation system Production database is communicated by letter respectively with information acquisition module with operation quality testing module, on-site supervision module, human resources module, comprehensive management module; Operation system Production database also with the two-way communication of emergency disposal module.
2. a kind of 95598 Customer Service Center's monitoring operation systems as claimed in claim 1, is characterized in that, described on-site supervision module comprises:
The module of arranging an order according to class and grade: by traffic forecast algorithm predicts telephone traffic, and formulate personnel's collocation strategy according to predicting telephone traffic;
Data handing-over module: the untreated last order of classes or grades at school material particular automatic data transmission completing, to next order of classes or grades at school, is realized to the accumulation of material particular and retains;
The scene monitoring module of attending a banquet: member's routine work indices of attending a banquet is monitored in real time and added up, and point out warning by desktop message, billboard acousto-optic flashing mode to different objects to the overtime index of different brackets;
Live traffic monitoring module: the information data index in work on the spot process, great Service events data, telework situation data are monitored in real time, live traffic abnormal conditions are reported to the police and processed;
The index of attending a banquet alarm module: multistage traffic data threshold values is set, once telephone traffic exceeds standard, points out or report to the police to Customer Service Center and accountability unit in time;
Work order relating module: in system 95598 hot lines, the work order of reaction same problem is carried out to association;
Major event administration module: according to the significance level of event in work order, event is divided into some grades, according to the difference of event class, carries out respectively different approval processes;
The unified bore module of answering: Customer Service Center and operation system connect, according to operation system client's archive information or the unified bore module of answering of phone auto-associating, forms unified answer bore to special work order.
3. a kind of 95598 Customer Service Center's monitoring operation systems as claimed in claim 1, is characterized in that, described information acquisition module comprises:
System operation monitoring module: system operation and the every monitor control index of computer lab management are set to the threshold values of monitoring, and automatically the monitor control index that exceeds threshold values is carried out to alarm; The adjustment process of System Privileges and platform parameter is formulated to the flow process of standard, realized the management and control to parameter adjustment process;
System postitallation evaluation module: by relevant weight and evaluating are set, set up system postitallation evaluation model, system equipment, service application, manufacturer's service are carried out quantitatively evaluating management, and formulated the emergency policy under different abnormal conditions;
System maintaining module: the unit exception defect occurring in system operational process is carried out to the online management of procedure, and analyze abnormal cause, formulate in time rectification scheme;
System and equipment files module: enabling automatically of system and equipment filed, and according to the data of the actual conditions real-time update archives of system and equipment;
System update demand module: improve regulatory requirement for Added Business demand, system defect change request, system upgrade and carry out risk Pre-Evaluation, and assessment result is preserved.
4. a kind of 95598 Customer Service Center's monitoring operation systems as claimed in claim 1, is characterized in that, described operation quality testing module comprises:
Index complaint module: transfer various places power supply service data, the index that different business department is responsible is carried out to automatic discrimination and workflow;
Sampling quality testing module: to the quality inspection of sampling of the each module data of Customer Service Center, quality inspection result auto-associating employee information data;
Service test and appraisal module: transfer complaints and denunciation data, Customer Service Center's operation situation is analyzed, assessed.
5. a method for 95598 Customer Service Center's monitoring operation systems as claimed in claim 1, is characterized in that,
The operational data of all departments of collection Customer Service Center respectively classified and stored are to marketing system database and operational system database, and the content that the each module of application layer is called associated databases as required realizes respectively operation Dynamic Display, operation quality inspection, on-site supervision, human resource management, emergency disposal, traffic statistic and prediction, data information acquisition and information comprehensive management function.
6. the method for a kind of 95598 Customer Service Center's monitoring operation systems as claimed in claim 5, it is characterized in that, described information comprehensive management comprises: according to the document application of submitting, pass through fuzzy query, judge whether the field of alternate file, if had, the old document of replacement is set to calcellation, and new file comes into force;
Revise each field information, the alternate file of simultaneously can being associatedly correlated with;
Set document date of expiration, after date of expiration, the document processing of automatically cancelling, and send prompting message.
7. the method for a kind of 95598 Customer Service Center's monitoring operation systems as claimed in claim 5, it is characterized in that, the process of described operation quality inspection is: business processing data are sampled, and carry out quality inspection according to corresponding standard, if quality inspection result is qualified, quality inspection result is announced and preserved; If quality inspection result is defective, carries out quality inspection result and announce in advance;
If initiated complaint by sampling observation personnel, the quality testing module of sampling is audited pre-announcement result according to complaint content, and after complaint is finished dealing with, sampling quality testing module is announced the Examined after examination & verification preserve.
8. the method for a kind of 95598 Customer Service Center's monitoring operation systems as claimed in claim 5, is characterized in that, the method for described traffic statistic and prediction is:
(1) choose the historical traffic data in certain hour section, according to got historical data, separate service batch total is calculated each time period and is divided a hour telephone traffic M; According to the average treatment duration N of average call duration and the single phone of duration calculation on the desk; Finally determine that the personnel of being engaged in if required per hour count H
1;
(2) definition Prediction Parameters affect telephone traffic X and comprises that weather condition affects telephone traffic X1, dead line number and affects telephone traffic X2, breakdown repair resource quantity and affect telephone traffic X3, cause specific frequency of power cut and affect telephone traffic X4, the community service unit's resource quantity of powering and affect telephone traffic X5;
(3) according to the data target that the previous year, monthly each Prediction Parameters affected telephone traffic X1, X2, X3, X4, X5, calculate telephone traffic X1 ', X2 ', X3 ', X4 ', the X5 ' of each Prediction Parameters impact in corresponding month then; The telephone traffic that each Prediction Parameters in corresponding month affects is then multiplied by each Prediction Parameters affects the weight of telephone traffic, and calculating the Prediction Parameters in corresponding month then affects telephone traffic X ';
(4) adjacent the previous year 2 months 24 some hourly average telephone traffics are compared, determine the numerical value of hourly average telephone traffic amplification/range of decrease same period number percent λ, be labeled as respectively λ 1-λ 24;
(5) the average telephone traffic of establishing 24 then of that month points hour is respectively A1-A24, the numerical value that affects telephone traffic X ' and corresponding month hourly average the previous year telephone traffic amplification/range of decrease same period number percent λ in conjunction with of that month then Prediction Parameters, calculating is 24 some hourly average traffic load premeasuring S of 1 monthly average during the lunar New Year;
(6), in conjunction with on-site actual situations and empirical value, draw hour telephone traffic M per capita, according to formula H
2=S/M, calculates the personnel of being engaged in if required per hour and counts H
2;
(7) by calculating H
1and H
2mean value, determine the final pre-quantitation of traffic personnel.
9. the method for a kind of 95598 Customer Service Center's monitoring operation systems as claimed in claim 8, is characterized in that, the number H that needs traffic personnel per hour in described step (1)
1computing method as follows:
H
1＝(M*N)/ν*δ*t
Wherein, M is telephone traffic per hour, and N is single phone average treatment duration, and ν is the attendance rate, and δ is platform seat utilization factor, and t provides work duration for everyone is per hour.
10. the method for a kind of 95598 Customer Service Center's monitoring operation systems as claimed in claim 8, is characterized in that, the computing method of telephone traffic X1 ', the X2 ' of the each Prediction Parameters impact in described corresponding month then, X3 ', X4 ', X5 ' are:
X1′＝a*y
1*ξ1；X2′＝b*y
2*ξ2；X3′＝c*y
3*ξ3；X4′＝d*y
4*ξ4；X5′＝e*y
5*ξ5；
When the computing method of 24 some hourly average traffic load premeasuring S of 1 monthly average are during the lunar New Year:
S＝{[A1*(1+λ1)+A2*(1+λ2)+…A24*(1+λ24)]+24*X′}*30/31
Wherein, a is the empirical value that 1 inclement weather affects telephone traffic, y
1for the boisterous number of times same period last year, ξ 1 is the amplification/range of decrease of the inclement weather number of times same period in this year; B is the empirical value that 1 dead line affects telephone traffic, y
2for the dead line number of the same period last year, ξ 2 is the amplification/range of decrease of the dead line number same period in this year; C is the empirical value that 1 breakdown repair resource affects telephone traffic, y
3for the breakdown repair resource quantity of the same period last year, ξ 3 is the amplification/range of decrease of the breakdown repair resource quantity same period in this year; D is the empirical value that 1 cause specific power failure affects telephone traffic, y
4for the cause specific frequency of power cut of the same period last year, ξ 4 is the amplification/range of decrease of the cause specific frequency of power cut same period in this year; E is the empirical value that 1 power supply service unit of community resource affects telephone traffic, y
5for power supply service unit of the community resource quantity of the same period last year, ξ 5 is the amplification/range of decrease of community's power supply same period in this year service unit resource quantity; A1-A24 is respectively the average telephone traffic of then of that month 24 points hour; λ 1-λ 24 is the numerical value of hourly average the previous year telephone traffic amplification/range of decrease same period number percent.
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