CN109246324A - Monitor processing method, device, equipment and the mobile terminal of customer service quality - Google Patents
Monitor processing method, device, equipment and the mobile terminal of customer service quality Download PDFInfo
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- CN109246324A CN109246324A CN201811233930.6A CN201811233930A CN109246324A CN 109246324 A CN109246324 A CN 109246324A CN 201811233930 A CN201811233930 A CN 201811233930A CN 109246324 A CN109246324 A CN 109246324A
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- mobile terminal
- customer service
- monitoring device
- response message
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5175—Call or contact centers supervision arrangements
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
- H04L41/5061—Network service management, e.g. ensuring proper service fulfilment according to agreements characterised by the interaction between service providers and their network customers, e.g. customer relationship management
- H04L41/5067—Customer-centric QoS measurements
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Abstract
The application provides monitor processing method, device, equipment and the mobile terminal of a kind of customer service quality, this method comprises: monitoring device with after mobile terminal successful connection, the monitoring device sends control instruction to the mobile terminal, so that the mobile terminal obtains according to the control instruction and returns to the customer service response message of the corresponding destination service number of the control instruction；The monitoring device receives the customer service response message that the mobile terminal returns；The monitoring device generates monitored results according to the customer service response message.Control instruction is sent to mobile terminal by monitoring device, mobile terminal obtains according to control instruction and returns to the customer service response message of the corresponding destination service number of control instruction, monitoring device generates monitored results according to customer service response message, the automatic monitoring for realizing the customer service quality to contact staff effectively increases monitoring efficiency and reduces the cost of labor of monitoring.
Description
Technical field
This application involves platform management technical field more particularly to a kind of monitor processing method of customer service quality, device, set
Standby and mobile terminal.
Background technique
The prevalence of the internets set meals such as the similar king card released with major operator, internet set meal on the market are super
Cross 100 kinds.Since every kind of internet set meal offers content, charging regulation, cooperation unit are different, in order to preferably be
User provides related pre-sales, after-sale service, and every kind of internet set meal has all opened corresponding wechat service number, by internet set meal
Run base unified management and operation.
While internet set meal quantity increases, wechat service number quantity is consequently increased.Each service number has one
Criticize the responsible corresponding artificial customer service answer of full-time contact staff for being familiar with the packaged service.In order to understand the customer service matter of contact staff
Amount is usually the response time for going test contact staff by the identity with normal client by administrative staff, so in the prior art
Manual sorting is at report afterwards.High labor cost, monitoring efficiency are low.
Summary of the invention
The application provides monitor processing method, device, equipment and the mobile terminal of a kind of customer service quality, to solve existing skill
The defects such as art monitoring efficiency is low.
The application first aspect provides a kind of monitor processing method of customer service quality, comprising:
With after mobile terminal successful connection, the monitoring device sends control to the mobile terminal and refers to monitoring device
It enables, so that the mobile terminal obtains according to the control instruction and returns to the visitor of the corresponding destination service number of the control instruction
Take response message；
The monitoring device receives the customer service response message that the mobile terminal returns；
The monitoring device generates monitored results according to the customer service response message.
The application the second aspect provides a kind of monitor processing method of customer service quality, comprising:
For mobile terminal with after monitoring device successful connection, the mobile terminal receives the control that the monitoring device is sent
Instruction；
The mobile terminal obtains according to the control instruction and returns to the corresponding destination service number of the control instruction
Customer service response message, so that the monitoring device generates monitored results according to the customer service response message.
A kind of monitoring processing unit of customer service quality is provided in terms of the third of the application, comprising:
First sending module, for monitoring device with after mobile terminal successful connection, the monitoring device is to the shifting
Dynamic terminal sends control instruction, corresponds to so that the mobile terminal obtains according to the control instruction and returns to the control instruction
Destination service number customer service response message；
First receiving module receives the customer service response message that the mobile terminal returns for the monitoring device；
First processing module generates monitored results according to the customer service response message for the monitoring device.
The 4th aspect of the application provides a kind of monitoring processing unit of customer service quality, comprising:
Second receiving module, for mobile terminal with described in after monitoring device successful connection, the mobile terminal is received
The control instruction that monitoring device is sent；
Second processing module obtains the corresponding mesh of the control instruction according to the control instruction for the mobile terminal
Mark the customer service response message of service number；
Second sending module sends the customer service response message to the monitoring device for the mobile terminal, so that
The monitoring device generates monitored results according to the customer service response message.
The 5th aspect of the application provides a kind of monitoring device, comprising: at least one processor and memory；
The memory stores computer program；At least one described processor executes the computer of the memory storage
Program, the method to realize first aspect offer.
The 6th aspect of the application provides a kind of mobile terminal, comprising: at least one processor and memory；
The memory stores computer program；At least one described processor executes the computer of the memory storage
Program, the method to realize first aspect offer.
Monitor processing method, device, equipment and the mobile terminal of customer service quality provided by the present application, by monitoring device to
Mobile terminal sends control instruction, and mobile terminal obtains according to control instruction and returns to the corresponding destination service number of control instruction
Customer service response message, monitoring device generate monitored results according to customer service response message, realize the customer service quality to contact staff
Automatic monitoring, effectively increase monitoring efficiency and reduce the cost of labor of monitoring.
Detailed description of the invention
In order to illustrate the technical solutions in the embodiments of the present application or in the prior art more clearly, to embodiment or will show below
There is attached drawing needed in technical description to be briefly described, it should be apparent that, the accompanying drawings in the following description is this Shen
Some embodiments please for those of ordinary skill in the art without any creative labor, can be with
It obtains other drawings based on these drawings.
Fig. 1 is the structural schematic diagram of the monitoring processing system for the customer service quality that the embodiment of the present application is applicable in；
Fig. 2 is the flow diagram of the monitor processing method for the customer service quality that one embodiment of the application provides；
Fig. 3 is the flow diagram of the monitor processing method for the customer service quality that another embodiment of the application provides；
Fig. 4 is the schematic diagram for the monitoring report that one embodiment of the application provides；
Fig. 5 is the processing flow schematic diagram of the monitoring processing system for the customer service quality that one embodiment of the application provides；
Fig. 6 is that the single wechat service number that one embodiment of the application provides monitors processing flow schematic diagram automatically；
Fig. 7 is the flow diagram of the monitor processing method for the customer service quality that the application another embodiment provides；
Fig. 8 is the structural schematic diagram of the monitoring processing unit for the customer service quality that one embodiment of the application provides；
Fig. 9 is the structural schematic diagram of the monitoring processing unit for the customer service quality that another embodiment of the application provides；
Figure 10 is the structural schematic diagram for the monitoring device that one embodiment of the application provides；
Figure 11 is the structural schematic diagram for the mobile terminal that one embodiment of the application provides.
Through the above attached drawings, it has been shown that the specific embodiment of the application will be hereinafter described in more detail.These attached drawings
It is not intended to limit the scope of this disclosure concept by any means with verbal description, but is by referring to specific embodiments
Those skilled in the art illustrate the concept of the application.
Specific embodiment
To keep the purposes, technical schemes and advantages of the embodiment of the present application clearer, below in conjunction with the embodiment of the present application
In attached drawing, the technical scheme in the embodiment of the application is clearly and completely described, it is clear that described embodiment is
Some embodiments of the present application, instead of all the embodiments.Based on the embodiment in the application, those of ordinary skill in the art
Every other embodiment obtained without creative efforts, shall fall in the protection scope of this application.
Noun involved in the application is explained first:
Service number: refer to preferably provide related pre-sales, after-sale service for user, all opened for every kind of internet set meal
Logical is that user provides service number in the public platform of respective service, such as wechat public platform, and user can pass through mobile terminal
Wechat client is logged in, after paying close attention to service number, service number page browsing relevant information and the artificial customer service of request etc. can be entered
Service content.Certainly, the embodiment of the present application is also not necessarily limited to wechat service number, as long as phase can be provided for user by mobile terminal
It should service all in the application protection scope.
The monitor processing method of customer service quality provided by the embodiments of the present application, at the monitoring suitable for customer service quality below
Reason system: as shown in Figure 1, the structural schematic diagram of the monitoring processing system for the applicable customer service quality of the embodiment of the present application.The visitor
The monitoring processing system for taking quality may include monitoring device and mobile terminal.Administrative staff can be provided with configuration monitoring equipment
Configuration file may include monitoring parameter, the automatic monitor task of addition of configuration in configuration file.Monitoring device can be according to matching
File is set by USB data line or Ethernet and communication of mobile terminal, is responsible for automatic control mobile terminal execution and grasps accordingly
The customer service mark of the contact staff of work, the customer service response message of acquisition respective service number, such as the response of each service number, turnaround time
Etc..It realizes that automatic monitor task and instruction issue, and completes the generation of the record and monitoring report of monitored results.Monitoring is set
The standby customer service response condition that can monitor different service numbers in a certain order.
In addition, term " first ", " second " etc. are used for description purposes only, it is not understood to indicate or imply relatively important
Property or implicitly indicate the quantity of indicated technical characteristic.In the description of following embodiment, the meaning of " plurality " is two
More than a, unless otherwise specifically defined.
These specific embodiments can be combined with each other below, may be at certain for the same or similar concept or process
It is repeated no more in a little embodiments.Below in conjunction with attached drawing, the embodiment of the present invention is described.
Embodiment one
The present embodiment provides a kind of monitor processing methods of customer service quality, for monitoring the customer service matter of contact staff automatically
Amount.The executing subject of the present embodiment is the monitoring processing unit of customer service quality, which can be set in monitoring device.
As shown in Fig. 2, the flow diagram of the monitor processing method for customer service quality provided in this embodiment, this method packet
It includes:
Step 101, with after mobile terminal successful connection, monitoring device sends control to mobile terminal and refers to monitoring device
It enables, so that mobile terminal obtains according to control instruction and returns to the customer service response message of the corresponding destination service number of control instruction.
Step 102, monitoring device receives the customer service response message that mobile terminal returns.
Step 103, monitoring device generates monitored results according to customer service response message.
Specifically, administrative staff can provide configuration file with configuration monitoring equipment, it may include configuration in configuration file
Monitoring parameter, the automatic monitor task of addition.Monitoring device can pass through USB data line or Ethernet and shifting according to configuration file
Dynamic terminal communication, is responsible for automatically controlling mobile terminal execution corresponding operation, obtains the customer service response message of respective service number, than
The customer service mark of the contact staff of such as each service number response, turnaround time.Realize that automatic monitor task and instruction issue, and
Complete the generation of the record and monitoring report of monitored results.Monitoring device can monitor different services in a certain order
Number customer service response condition.Mobile terminal can be the terminals such as mobile phone, tablet computer, laptop.
Configuration file content example is as follows；
Wherein, service number refers to preferably provide the related pre-sales, service such as after sale for user, can be every kind of interconnection
It is that user provides service number in the public platform of respective service, such as wechat public platform that net cover meal, which is all opened, and user can lead to
It crosses mobile terminal and logs in wechat client, after paying close attention to service number, service number page browsing relevant information and request can be entered
The service content such as artificial customer service.Certainly, the embodiment of the present application is also not necessarily limited to wechat service number, as long as can be by mobile terminal
User provides respective service in the application protection scope.
After monitoring device booting, configuration file can be read, connection mobile terminal is attempted according to configuration file configuration parameter,
Mobile terminal takes the mobile phone as an example, monitoring device can detecte mobile phone connection it is whether normal, if mobile phone connection failure, can be generated
Prompt information prompts operator to check configuration file and mobile phone setting, reattempts to connection, the specific prompt side of prompt information
Formula can be configured according to actual needs, it is not limited here, such as can be generate suggestion voice carry out voice prompting or
Person shows that information is shown in screen.
If after mobile phone successful connection, monitoring device can start to execute prison according to the operational parameter control in configuration file
Storage and monitoring time segment can be set by taking wechat service number as an example in control task, and the destination service number of monitoring executes monitoring in sequence
Task can also be arranged monitor task and execute total wheel number etc., i.e., by multiple destination services number to be monitored, all monitoring is primary
Calculate a wheel.Illustratively, operational parameter control may include:
A) RoundCound: wechat service number monitor task executes total wheel number, and (all monitoring is primary for all service numbers in lower section
Calculate a wheel)
B) StartTime:2018/5/10 10:10:01
c)EndTime:2018/5/11 10:10:01
D) TestMode: operational mode is monitored automatically.-- random indicates that not timing executes prison in start-stop monitoring period
Control task is finally completed total monitoring wheel number.-- equally is indicated in start-stop monitoring period according to total time difference and total monitoring
Number is taken turns, the interval time of every wheel monitoring is uniformly distributed.
Monitoring device can send control instruction to mobile phone, correspond to so that mobile phone obtains the control instruction according to control instruction
Destination service number customer service response message, and return to monitoring device.
It optionally, may include identification information, the customer service solicited message etc. of destination service number in control instruction.Mobile phone connects
After receiving control instruction, the destination service number of this monitoring can be determined, to the target according to the identification information of destination service number
The corresponding server of service number sends customer service solicited message, and the corresponding server of destination service number is made to send visitor to service client
Clothes request, requests corresponding contact staff's respond request, provides manual service.After contact staff's return information, mobile phone can be with
The customer services response messages such as identification information, the turnaround time of contact staff are obtained, and return to monitoring device.
Optionally, the number of control instruction is also possible to multiple, for example monitoring device is according to the concrete operations mode of mobile phone,
Control instruction, such as the instruction of service number open instructions, text interaction pattern switching, customer service switching command etc. are sent, so that hand
Machine opens service number, switches to text interactive mode, to the corresponding clothes of destination service number according to each instruction execution corresponding operation
Business device sends corresponding customer service switching request etc..The mode of specific control mobile phone can be configured according to actual needs,
The present embodiment does not limit.
Monitoring device then can receive the customer service response message of mobile phone return.Monitoring device is in the visitor for receiving mobile phone return
After taking response message, then monitored results can be generated according to customer service response message.It is rung specifically, monitoring device can recorde customer service
Information is answered, can be recorded with certain format.
Since monitoring device can then be remembered according to certain rules or sequential monitoring one or more destination service number
The corresponding customer service response message of multiple destination services number is recorded, generates monitored results according to certain format.
The monitor processing method of customer service quality provided in this embodiment sends control to mobile terminal by monitoring device and refers to
It enables, mobile terminal obtains according to control instruction and return the customer service response message of the corresponding destination service number of control instruction, monitors
Equipment generates monitored results according to customer service response message, realizes the automatic monitoring of the customer service quality to contact staff, effectively mentions
High monitoring efficiency and the cost of labor for reducing monitoring.
Embodiment two
The method that the present embodiment provides embodiment one does further supplementary explanation.
As shown in figure 3, the flow diagram of the monitor processing method for customer service quality provided in this embodiment.
On the basis of the above embodiment 1, optionally, step 101 can specifically include:
Step 1011, monitoring device sends service number open instructions to mobile terminal, so that mobile terminal is according to service number
Open instructions opens destination service number, and service number open instructions includes the identification information of destination service number.
Step 1012, monitoring device to mobile terminal send text interaction pattern switching instruction so that mobile terminal according to
Text interaction pattern switching instruction is switched to text interactive mode.
Step 1013, monitoring device sends customer service switching command to mobile terminal, so that mobile terminal switches according to customer service
It instructs to the corresponding server of destination service number and sends customer service switching request, and return to the customer service response message of destination service number.
Specifically, the number of control instruction is also possible to multiple, for example monitoring device is according to the concrete operations mode of mobile phone,
Control instruction, such as the instruction of service number open instructions, text interaction pattern switching, customer service switching command etc. are sent, so that hand
Machine opens service number, switches to text interactive mode, to the corresponding clothes of destination service number according to each instruction execution corresponding operation
Business device sends corresponding customer service switching request etc..
Optionally, before monitoring device sends service number open instructions to mobile terminal, this method can also include:
Step 2011, monitoring device sends client terminal start-up instruction to mobile terminal, so that mobile terminal is according to client
Enabled instruction starts client.
Step 2012, monitoring device sends public platform open instructions to mobile terminal, so that mobile terminal is according to public platform
Open instructions enters public platform interface, and public platform interface includes one or more service numbers to be monitored.
Specifically, monitoring device can start wechat client with remote controlling mobile phone still by taking mobile phone and wechat service number as an example
End, after start successfully, mobile phone can also start successful information to monitoring device return, and monitoring device starts successfully receiving
After information, monitoring device can also be sent to mobile phone opens address list instruction, and control mobile phone is searched and opens " address list " menu.
Monitoring device can also send public platform open instructions to mobile phone, and mobile phone opens the public according to public platform open instructions
Number menu enters public platform interface, public platform interface may include one or more service numbers to be monitored, certainly may also
Including other service numbers.
It should be noted that administrative staff need to pay close attention to these services to be monitored in the handset Wechat client first
Number.
After entering public platform interface, monitoring device can send service number open instructions, the service number to mobile terminal
Open instructions may include the identification information of the destination service number of this secondary monitoring.Mobile terminal receives service number open instructions
Afterwards, then destination service number is opened according to service number open instructions.
Illustratively, monitoring host computer sends the service number open instructions for opening the service number that the first king blocks, hand to mobile phone
Machine then opens first king's card service number according to the service number open instructions, into the main interface of the service number.
After opening destination service number and entering destination service main interface, monitoring device can also send text to mobile terminal
Word interactive mode switching command, mobile terminal can then be instructed according to text interaction pattern switching by destination service main interface
Interactive mode switches to text interactive module.
After switching to text interactive mode, monitoring device can also send customer service switching command, customer service to mobile terminal
Switching command needs artificial customer service for informing that mobile terminal needs to initiate customer service switching request.
Mobile terminal sends customer service switching to the corresponding server of destination service number and asks after receiving customer service switching command
It asks, to request artificial customer service.It specifically can be mobile terminal control and input the destination service correspondence in text input box
Artificial customer service solicited message, such as " artificial ", and control to the server of the destination service number and send artificial customer service request
The corresponding customer service switching request of information.
Wherein, the artificial customer service solicited message that different service numbers may need to input is different, and mobile terminal can basis
It is defeated that the identification information of destination service number, the corresponding artificial customer service solicited message of acquisition destination service number, and control are input to text
Enter frame.Mobile terminal control is the prior art in the concrete operations of client, and details are not described herein.
The corresponding server of destination service number is people according to the switching of customer service switching request after receiving customer service switching request
Work customer service mode, it can send corresponding customer service request to the customer service end of contact staff, contact staff can lead to
It crosses customer service server-side to be responded, artificial customer service is provided, for example contact staff replys that " contact staff that number is XXX is
You provide service " or " may I ask you needs anything to help " etc..The response message of contact staff is sent to request by server
The mark of the mobile phone of service, the customer service response message of mobile phone then available contact staff, such as contact staff, turnaround time,
Reply content etc., and customer service response message is sent to monitoring device.
After mobile terminal sends customer service switching command to the server of destination service number, reply can have been monitored whether, when
When having reply, the relevant information of the available reply of mobile terminal, such as customer service mark, judge whether it is that artificial customer service is replied,
Either machine assistant replys, and can have the contact staff of identification to identify (i.e. customer service mark) for contact staff's setting.It moves
Dynamic terminal is after identifying that artificial customer service is replied, time for by the identification information of the destination service number, manually replying, customer service mark
Equal customer services response message is sent to monitoring device.
Alternatively it is also possible to be that monitoring device is identified according to customer service to determine whether being that true artificial customer service is replied.
Optionally, every to enter an operation interface window, monitoring device (or monitoring host computer) can control mobile phone inspection
Look into whether current window is the window for needing to enter, it, should if otherwise can repeatedly enter if carrying out controlling operation in next step again
The operation for the window for needing to enter.
Illustratively, after monitoring device has sent public platform open instructions to mobile phone, it can actively be returned and be beaten by mobile phone
Public platform successful information is opened, is also possible to monitoring device and is asked to mobile phone transmission window name checking request or window ID verifying
It asks, mobile phone works as whether the window of front opening is public platform according to checking request verifying, and returns to verification result to monitoring device.It tests
Demonstrate,proving result may include two kinds of situations of yes or no, so that monitoring device determines the operation of next step according to verification result.Specifically
It repeats no more.
Optionally, after monitoring device sends customer service switching command to mobile terminal, this method further include:
If monitoring device does not receive the customer service response message of destination service number within a preset time, it is determined that destination service number
Customer service response timeout, and record the time-out information of destination service number, time-out information include destination service number identification information and
Corresponding time-out time.
Specifically, monitoring device can carry out timing after monitoring device sends customer service switching command to mobile terminal,
And preset time is set, if monitoring device does not receive the customer service response message of destination service number within a preset time, prove mesh
The customer service response timeout of service number is marked, monitoring device then can recorde the time-out information of destination service number, which can be with
The information such as identification information (such as title, number of destination service number etc.), time-out time including destination service number.
Optionally, if after the customer service response timeout for determining destination service number the regular hour receive customer service response message,
Its specific overtime duration can also be recorded.
Optionally, the quantity of destination service number is multiple, and customer service response message includes customer service mark and turnaround time；
Monitoring device generates monitored results according to customer service response message, comprising:
Monitoring device generates monitoring report according to the customer service response message and time-out information of each destination service number.
Specifically, monitoring device can recorde the customer service response message and time-out information of each destination service number of monitoring, prison
Monitoring report can be generated according to the customer service response message and time-out information of each destination service number by controlling equipment.
Illustratively, monitoring report may include service number title, service number mark, customer service request time, customer service response
Time, contact staff's mark, customer service assistant mark, overtime duration etc..Specific report form and content can be according to practical need
Ask setting.
Illustratively, as shown in figure 4, being the schematic diagram of monitoring report provided in this embodiment.
Illustratively, as shown in figure 5, the process flow for the monitoring processing system of customer service quality provided in this embodiment is shown
It is intended to.It specifically includes:
Step 2021, monitoring device reads configuration file, attempts connection mobile phone terminal according to configuration file configuration parameter.
Step 2022, whether the connection of detection mobile phone is normal.If normal connection enters step 2024, otherwise enter step
2023。
If 2023, mobile phone connection failure, operator is prompted to check configuration file and mobile phone setting, the company of reattempting to
It connects.
2024, after mobile phone successful connection, monitoring device starts to execute monitoring according to the operational parameter control in configuration file
Task.
2025, each monitor task has executed, and monitored results are output to monitoring report automatically.
2026, judge whether monitor task is fully completed, continue step 2027 if do not completed, otherwise enter step 2028
Terminate monitoring.
2027, obtain and execute the next item down monitor task, and return step 2025.
2028, terminate monitoring.
Wherein, a monitor task can refer to monitoring one service number, obtain the service number customer service response message and
Monitored results are output to monitoring report.
As shown in fig. 6, monitoring processing flow schematic diagram automatically for single wechat service number provided in this embodiment.With to rising
News king's card wechat service number carries out for a customer service quality monitoring.It can specifically include:
Step 2031, monitoring device remote control mobile terminal starts wechat client, searches and clicks " address list " dish
It is single.
Step 2032, monitoring device control mobile terminal rolls screen, searches and clicks " public platform " menu.
Step 2033, whether monitoring device control mobile terminal check current window title is " public platform ", is to continue
Step 20344, otherwise return step 2032 " address list " window is searched again.
Step 2034, monitoring device control mobile terminal rolls screen in " public platform " window, searches and clicks current
The corresponding wechat service number title of monitor task.Such as currently monitoring the service number " king blocks assistant " of Tencent king card, then
It searches " king blocks assistant " and clicks to enter.
Step 2035, whether monitoring device control mobile terminal check current window title is the wechat service monitored
Number title, such as " king blocks assistant ".If it is continue step 2036, otherwise return step 2032 is searched again.
Step 2036, it after monitoring device control mobile terminal enters " king blocks assistant " service number window, searches and puts keystroke
Disk, into text interactive mode.
Step 2037, the corresponding artificial visitor of wechat service number switching of input in monitoring device control mobile terminal character input frame
Clothes instruction (such as " artificial ", " queuing ", different service number instructions may be different) simultaneously records artificial customer service instruction sending time.
Step 2038, the artificial customer service to be monitored such as monitoring device is replied.
Step 2039, mobile terminal judges whether there is artificial customer service and replys, if identifying that artificial customer service is replied, continues
Step 20310,20311 are otherwise entered step.
Step 20310, monitoring device records the wechat service number title, the time manually replied, customer service number.
Step 20311, if monitoring device does not receive artificial customer service and replys, judge whether the waiting time is overtime；If
It has not timed out continuation return step 2038 to continue to identify, otherwise enters step 20312.
Step 20312, if waiting time-out, (time-out time is in parameter < parameter name=" MaxWaitTime "
Value=" 180 "/> in definition), then record wechat service number title, time-out time.
Step 20313, the monitor task of current wechat service number " king blocks assistant " is completed.
The monitor processing method of customer service quality provided in this embodiment, can be corresponding micro- to operator's internet set meal product
Telecommunications services number carry out whole unattended, irregular or periodic customer service spot check of quality and examination；It can be with minimum pipe
The customer service quality that cost guarantees the increasing wechat service number of operator is managed, and then promotes customer service experience, reduce client
It complains；Under the overall situation that the internet set meal product competition of each operator becomes a flash point increasingly, the interconnection of this enterprise can be effectively promoted
The competitiveness of net cover meal product.
It should be noted that each enforceable mode can individually be implemented in the present embodiment, it can also be in the feelings not conflicted
It is combined in any combination under condition and implements the application without limitation.
The monitor processing method of customer service quality provided in this embodiment, can be corresponding micro- to operator's internet set meal product
Telecommunications services number carry out whole unattended, irregular or periodic customer service spot check of quality and examination；It can be with minimum pipe
The customer service quality that cost guarantees the increasing wechat service number of operator is managed, and then promotes customer service experience, reduce client
It complains；Under the overall situation that the internet set meal product competition of each operator becomes a flash point increasingly, the interconnection of this enterprise can be effectively promoted
The competitiveness of net cover meal product.
Embodiment three
The present embodiment provides a kind of monitor processing methods of customer service quality, for monitoring the customer service matter of contact staff automatically
Amount.The executing subject of the present embodiment is the monitoring processing unit of customer service quality, which can be set in middle mobile terminal.
As shown in fig. 7, the flow diagram of the monitor processing method for customer service quality provided in this embodiment, this method packet
It includes:
Step 301, for mobile terminal with after monitoring device successful connection, mobile terminal receives the control that monitoring device is sent
Instruction.
Step 302, mobile terminal obtains according to control instruction and returns to the customer service of the corresponding destination service number of control instruction
Response message, so that monitoring device generates monitored results according to customer service response message.
It should be noted that in the present embodiment the concrete operations of each step in above-described embodiment one or embodiment two into
Detailed description is gone, details are not described herein.
The monitor processing method of customer service quality provided in this embodiment sends control to mobile terminal by monitoring device and refers to
It enables, mobile terminal obtains according to control instruction and return the customer service response message of the corresponding destination service number of control instruction, monitors
Equipment generates monitored results according to customer service response message, realizes the automatic monitoring of the customer service quality to contact staff, effectively mentions
High monitoring efficiency and the cost of labor for reducing monitoring.
Example IV
The method that the present embodiment provides embodiment three does further supplementary explanation.
On the basis of above-described embodiment three, optionally, mobile terminal receives the control instruction that monitoring device is sent, and root
The customer service response message of the corresponding destination service number of control instruction is obtained and returned according to control instruction, comprising:
Mobile terminal receives the service number open instructions that monitoring device is sent, and service number open instructions includes destination service number
Identification information；
Mobile terminal opens destination service number according to service number open instructions；
Mobile terminal receives the text interaction pattern switching instruction that monitoring device is sent；
Mobile terminal is switched to text interactive mode according to text interaction pattern switching instruction；
Mobile terminal receives the customer service switching command that monitoring device is sent；
Mobile terminal sends customer service switching request to the corresponding server of destination service number according to customer service switching command, so that
The corresponding server of destination service number is switched to artificial customer service mode according to customer service switching request, and returns to customer service response message；
Mobile terminal receives the customer service response message that the corresponding server of destination service number returns；
Mobile terminal returns to the customer service response message of destination service number to monitoring device.
Optionally, before the service number open instructions that mobile terminal receives that monitoring device is sent, method further include:
Mobile terminal receives the client terminal start-up instruction that monitoring device is sent；
Mobile terminal instructs starting client according to client terminal start-up；
Mobile terminal receives the public platform open instructions that monitoring device is sent；
Mobile terminal enters public platform interface according to public platform open instructions, and public platform interface includes one or more wait supervise
The service number of control.
It should be noted that each enforceable mode can individually be implemented in the present embodiment, it can also be in the feelings not conflicted
It is combined in any combination under condition and implements the application without limitation.
The monitor processing method of customer service quality provided in this embodiment, can be corresponding micro- to operator's internet set meal product
Telecommunications services number carry out whole unattended, irregular or periodic customer service spot check of quality and examination；It can be with minimum pipe
The customer service quality that cost guarantees the increasing wechat service number of operator is managed, and then promotes customer service experience, reduce client
It complains；Under the overall situation that the internet set meal product competition of each operator becomes a flash point increasingly, the interconnection of this enterprise can be effectively promoted
The competitiveness of net cover meal product.
Embodiment five
The present embodiment provides a kind of monitoring processing units of customer service quality, the method for executing above-described embodiment one.
As shown in figure 8, the structural schematic diagram of the monitoring processing unit for customer service quality provided in this embodiment.The customer service matter
The monitoring processing unit 50 of amount includes the first sending module 51, the first receiving module 52 and first processing module 53.
Wherein, the first sending module 51 is for monitoring device with after mobile terminal successful connection, and monitoring device is to movement
Terminal sends control instruction, so that mobile terminal obtains according to control instruction and returns to the corresponding destination service number of control instruction
Customer service response message；First receiving module 52 receives the customer service response message that mobile terminal returns for monitoring device；At first
It manages module 53 and monitored results is generated according to customer service response message for monitoring device.
Device in this present embodiment is closed, wherein modules execute the concrete mode of operation in related this method
It is described in detail in embodiment, no detailed explanation will be given here.
According to the monitoring processing unit of customer service quality provided in this embodiment, is sent and controlled to mobile terminal by monitoring device
System instruction, mobile terminal obtain according to control instruction and return the customer service response message of the corresponding destination service number of control instruction,
Monitoring device generates monitored results according to customer service response message, realizes the automatic monitoring of the customer service quality to contact staff, has
Effect improves monitoring efficiency and reduces the cost of labor of monitoring.
Embodiment six
The device that the present embodiment provides above-described embodiment five does further supplementary explanation, is mentioned with executing above-described embodiment two
The method of confession.
On the basis of above-described embodiment five, optionally, the first sending module is specifically used for:
Monitoring device sends service number open instructions to mobile terminal, so that mobile terminal is beaten according to service number open instructions
Destination service number is opened, service number open instructions includes the identification information of destination service number；
Monitoring device sends text interaction pattern switching instruction to mobile terminal, so that mobile terminal is according to text interaction mould
Formula switching command is switched to text interactive mode；
Monitoring device sends customer service switching command to mobile terminal, so that mobile terminal is according to customer service switching command to target
The corresponding server of service number sends customer service switching request, and returns to the customer service response message of destination service number.
Optionally, the first sending module is also used to:
Monitoring device sends client terminal start-up instruction to mobile terminal, so that mobile terminal is opened according to client terminal start-up instruction
Dynamic client；
Monitoring device to mobile terminal send public platform open instructions so that mobile terminal according to public platform open instructions into
Enter public platform interface, public platform interface includes one or more service numbers to be monitored.
Optionally, first processing module is also used to:
If monitoring device does not receive the customer service response message of destination service number within a preset time, it is determined that destination service number
Customer service response timeout, and record the time-out information of destination service number, time-out information include destination service number identification information and
Corresponding time-out time.
Optionally, the quantity of destination service number is multiple, and customer service response message includes customer service mark and turnaround time；First
Processing module is specifically used for:
Monitoring device generates monitoring report according to the customer service response message and time-out information of each destination service number.
Device in this present embodiment is closed, wherein modules execute the concrete mode of operation in related this method
It is described in detail in embodiment, no detailed explanation will be given here.
It should be noted that each enforceable mode can individually be implemented in the present embodiment, it can also be in the feelings not conflicted
It is combined in any combination under condition and implements the application without limitation.
According to the monitoring processing unit of the customer service quality of the present embodiment, control is sent to mobile terminal by monitoring device and is referred to
It enables, mobile terminal obtains according to control instruction and return the customer service response message of the corresponding destination service number of control instruction, monitors
Equipment generates monitored results according to customer service response message, realizes the automatic monitoring of the customer service quality to contact staff, effectively mentions
High monitoring efficiency and the cost of labor for reducing monitoring.
Embodiment seven
The present embodiment provides a kind of monitoring processing units of customer service quality, the method for executing above-described embodiment three.
As shown in figure 9, the structural schematic diagram of the monitoring processing unit for customer service quality provided in this embodiment.The customer service matter
The monitoring processing unit 70 of amount includes the second receiving module 71, Second processing module 72 and the second sending module 73.
Wherein, for the second receiving module 71 for mobile terminal with after monitoring device successful connection, mobile terminal receives prison
Control the control instruction that equipment is sent；Second processing module 72 is corresponding according to control instruction acquisition control instruction for mobile terminal
The customer service response message of destination service number；Second sending module 73 sends customer service response letter to monitoring device for mobile terminal
Breath, so that monitoring device generates monitored results according to customer service response message.
Device in this present embodiment is closed, wherein modules execute the concrete mode of operation in related this method
It is described in detail in embodiment, no detailed explanation will be given here.
According to the monitoring processing unit of customer service quality provided in this embodiment, is sent and controlled to mobile terminal by monitoring device
System instruction, mobile terminal obtain according to control instruction and return the customer service response message of the corresponding destination service number of control instruction,
Monitoring device generates monitored results according to customer service response message, realizes the automatic monitoring of the customer service quality to contact staff, has
Effect improves monitoring efficiency and reduces the cost of labor of monitoring.
Embodiment eight
The device that the present embodiment provides above-described embodiment seven does further supplementary explanation, is mentioned with executing above-described embodiment four
The method of confession.
On the basis of above-described embodiment seven, optionally, the second receiving module receives monitoring specifically for mobile terminal and sets
The service number open instructions that preparation is sent, service number open instructions include the identification information of destination service number；
Second processing module is specifically used for mobile terminal according to service number open instructions and opens destination service number；
Second receiving module receives the text interaction pattern switching instruction that monitoring device is sent specifically for mobile terminal；
Second processing module is switched to text interaction mould according to text interaction pattern switching instruction specifically for mobile terminal
Formula；
Second receiving module receives the customer service switching command that monitoring device is sent specifically for mobile terminal；
Second processing module is specifically used for mobile terminal according to customer service switching command to the corresponding server of destination service number
Customer service switching request is sent, so that the corresponding server of destination service number is switched to artificial customer service mould according to customer service switching request
Formula, and return to customer service response message；
Second receiving module receives the customer service that the corresponding server of destination service number returns specifically for mobile terminal and responds
Information；
Second processing module returns to the customer service response message of destination service number specifically for mobile terminal to monitoring device.
Optionally, the second receiving module receives the client terminal start-up that monitoring device is sent specifically for mobile terminal and instructs；
Second processing module is specifically used for mobile terminal according to client terminal start-up and instructs starting client；
Second receiving module receives the public platform open instructions that monitoring device is sent specifically for mobile terminal；
Second processing module enters public platform interface, public platform according to public platform open instructions specifically for mobile terminal
Interface includes one or more service numbers to be monitored.
Device in this present embodiment is closed, wherein modules execute the concrete mode of operation in related this method
It is described in detail in embodiment, no detailed explanation will be given here.
It should be noted that each enforceable mode can individually be implemented in the present embodiment, it can also be in the feelings not conflicted
It is combined in any combination under condition and implements the application without limitation.
According to the monitoring processing unit of the customer service quality of the present embodiment, control is sent to mobile terminal by monitoring device and is referred to
It enables, mobile terminal obtains according to control instruction and return the customer service response message of the corresponding destination service number of control instruction, monitors
Equipment generates monitored results according to customer service response message, realizes the automatic monitoring of the customer service quality to contact staff, effectively mentions
High monitoring efficiency and the cost of labor for reducing monitoring.
Embodiment nine
The present embodiment provides a kind of monitoring devices, the method for executing above-described embodiment one or the offer of embodiment two.
It as shown in Figure 10, is the structural schematic diagram of monitoring device provided in this embodiment.The monitoring device 90 includes: at least
One processor 91 and memory 92；
Memory stores computer program；At least one processor executes the computer program of memory storage, to realize
Method provided by the above embodiment.
According to the monitoring device of the present embodiment, control instruction, mobile terminal root are sent to mobile terminal by monitoring device
The customer service response message of the corresponding destination service number of control instruction is obtained and returned according to control instruction, and monitoring device is rung according to customer service
It answers information to generate monitored results, realizes the automatic monitoring of the customer service quality to contact staff, effectively increase monitoring efficiency simultaneously
Reduce the cost of labor of monitoring.
Embodiment ten
The present embodiment provides a kind of mobile terminals, the method for executing above-described embodiment three or example IV offer.
It as shown in figure 11, is the structural schematic diagram of mobile terminal provided in this embodiment.The mobile terminal 100 includes: place
Manage device 1001 and memory 1002.
Memory stores computer program；Processor executes the computer program of memory storage, to realize above-mentioned implementation
The method that example three or example IV provide.
According to the mobile terminal of the present embodiment, control instruction, mobile terminal root are sent to mobile terminal by monitoring device
The customer service response message of the corresponding destination service number of control instruction is obtained and returned according to control instruction, and monitoring device is rung according to customer service
It answers information to generate monitored results, realizes the automatic monitoring of the customer service quality to contact staff, effectively increase monitoring efficiency simultaneously
Reduce the cost of labor of monitoring.
Embodiment 11
The present embodiment provides a kind of computer readable storage medium, computer is stored in the computer readable storage medium
Program, computer program, which is performed, realizes above-described embodiment one or the method that embodiment two provides.
According to the computer readable storage medium of the present embodiment, control instruction is sent to mobile terminal by monitoring device,
Mobile terminal obtains according to control instruction and returns to the customer service response message of the corresponding destination service number of control instruction, monitoring device
Monitored results are generated according to customer service response message, the automatic monitoring of the customer service quality to contact staff is realized, effectively increases
Monitoring efficiency and the cost of labor for reducing monitoring.
Embodiment 12
The present embodiment provides a kind of computer readable storage medium, computer is stored in the computer readable storage medium
Program, computer program, which is performed, realizes above-described embodiment three or the method that example IV provides.
According to the computer readable storage medium of the present embodiment, control instruction is sent to mobile terminal by monitoring device,
Mobile terminal obtains according to control instruction and returns to the customer service response message of the corresponding destination service number of control instruction, monitoring device
Monitored results are generated according to customer service response message, the automatic monitoring of the customer service quality to contact staff is realized, effectively increases
Monitoring efficiency and the cost of labor for reducing monitoring.
In several embodiments provided herein, it should be understood that disclosed device and method can pass through it
Its mode is realized.For example, the apparatus embodiments described above are merely exemplary, for example, the division of the unit, only
Only a kind of logical function partition, there may be another division manner in actual implementation, such as multiple units or components can be tied
Another system is closed or is desirably integrated into, or some features can be ignored or not executed.Another point, it is shown or discussed
Mutual coupling, direct-coupling or communication connection can be through some interfaces, the INDIRECT COUPLING or logical of device or unit
Letter connection can be electrical property, mechanical or other forms.
The unit as illustrated by the separation member may or may not be physically separated, aobvious as unit
The component shown may or may not be physical unit, it can and it is in one place, or may be distributed over multiple
In network unit.It can select some or all of unit therein according to the actual needs to realize the mesh of this embodiment scheme
's.
It, can also be in addition, each functional unit in each embodiment of the application can integrate in one processing unit
It is that each unit physically exists alone, can also be integrated in one unit with two or more units.Above-mentioned integrated list
Member both can take the form of hardware realization, can also realize in the form of hardware adds SFU software functional unit.
The above-mentioned integrated unit being realized in the form of SFU software functional unit can store and computer-readable deposit at one
In storage media.Above-mentioned SFU software functional unit is stored in a storage medium, including some instructions are used so that a computer
It is each that equipment (can be personal computer, server or the network equipment etc.) or processor (processor) execute the application
The part steps of embodiment the method.And storage medium above-mentioned includes: USB flash disk, mobile hard disk, read-only memory (Read-
Only Memory, ROM), random access memory (Random Access Memory, RAM), magnetic or disk etc. it is various
It can store the medium of program code.
Those skilled in the art can be understood that, for convenience and simplicity of description, only with above-mentioned each functional module
Division progress for example, in practical application, can according to need and above-mentioned function distribution is complete by different functional modules
At the internal structure of device being divided into different functional modules, to complete all or part of the functions described above.On
The specific work process for stating the device of description, can refer to corresponding processes in the foregoing method embodiment, and details are not described herein.
Finally, it should be noted that the above various embodiments is only to illustrate the technical solution of the application, rather than its limitations；To the greatest extent
Pipe is described in detail the application referring to foregoing embodiments, those skilled in the art should understand that: its according to
So be possible to modify the technical solutions described in the foregoing embodiments, or to some or all of the technical features into
Row equivalent replacement；And these are modified or replaceed, each embodiment technology of the application that it does not separate the essence of the corresponding technical solution
The range of scheme.
Claims (12)
1. a kind of monitor processing method of customer service quality characterized by comprising
For monitoring device with after mobile terminal successful connection, the monitoring device sends control instruction to the mobile terminal, with
It obtains the mobile terminal according to the control instruction and the customer service for returning to the corresponding destination service number of the control instruction is rung
Answer information；
The monitoring device receives the customer service response message that the mobile terminal returns；
The monitoring device generates monitored results according to the customer service response message.
2. referring to the method according to claim 1, wherein the monitoring device sends control to the mobile terminal
It enables, comprising:
The monitoring device sends service number open instructions to the mobile terminal, so that the mobile terminal is according to the service
Number open instructions opens the destination service number, and the service number open instructions includes the identification information of the destination service number；
The monitoring device sends text interaction pattern switching instruction to the mobile terminal, so that the mobile terminal is according to institute
It states text interaction pattern switching instruction and is switched to text interactive mode；
The monitoring device sends customer service switching command to the mobile terminal, so that the mobile terminal is cut according to the customer service
It changes instruction and sends customer service switching request to the corresponding server of the destination service number, and return to the customer service of the destination service number
Response message.
3. according to the method described in claim 2, being serviced it is characterized in that, being sent in the monitoring device to the mobile terminal
Before number open instructions, the method also includes:
The monitoring device sends client terminal start-up instruction to the mobile terminal, so that the mobile terminal is according to the client
Enabled instruction is held to start client；
The monitoring device sends public platform open instructions to the mobile terminal, so that the mobile terminal is according to the public
Number open instructions enters public platform interface, and the public platform interface includes one or more service numbers to be monitored.
4. according to the method described in claim 2, it is characterized in that, sending customer service to the mobile terminal in the monitoring device
After switching command, the method also includes:
If the monitoring device does not receive the customer service response message of the destination service number within a preset time, it is determined that the mesh
The customer service response timeout of service number is marked, and records the time-out information of the destination service number, the time-out information includes the mesh
Mark the identification information and corresponding time-out time of service number.
5. according to the method described in claim 4, it is characterized in that, the quantity of the destination service number is multiple, the customer service
Response message includes customer service mark and turnaround time；
The monitoring device generates monitored results according to the customer service response message, comprising:
The monitoring device generates monitoring report according to the customer service response message and time-out information of each destination service number.
6. a kind of monitor processing method of customer service quality characterized by comprising
With after monitoring device successful connection, the mobile terminal receives the control that the monitoring device is sent and refers to mobile terminal
It enables；
The mobile terminal obtains according to the control instruction and returns to the customer service of the corresponding destination service number of the control instruction
Response message, so that the monitoring device generates monitored results according to the customer service response message.
7. according to the method described in claim 6, it is characterized in that, the mobile terminal receives the control that the monitoring device is sent
System instruction, and the customer service response letter of the corresponding destination service number of the control instruction is obtained and returned according to the control instruction
Breath, comprising:
The mobile terminal receives the service number open instructions that the monitoring device is sent, and the service number open instructions includes institute
State the identification information of destination service number；
The mobile terminal opens the destination service number according to the service number open instructions；
The mobile terminal receives the text interaction pattern switching instruction that the monitoring device is sent；
The mobile terminal is switched to text interactive mode according to text interaction pattern switching instruction；
The mobile terminal receives the customer service switching command that the monitoring device is sent；
The mobile terminal sends customer service switching to the corresponding server of the destination service number according to the customer service switching command
Request, so that the corresponding server of the destination service number is switched to artificial customer service mode according to the customer service switching request, and
Return to customer service response message；
The mobile terminal receives the customer service response message that the corresponding server of the destination service number returns；
The mobile terminal returns to the customer service response message of the destination service number to the monitoring device.
8. the method according to the description of claim 7 is characterized in that receiving what the monitoring device was sent in the mobile terminal
Before service number open instructions, the method also includes:
The mobile terminal receives the client terminal start-up instruction that the monitoring device is sent；
The mobile terminal instructs starting client according to the client terminal start-up；
The mobile terminal receives the public platform open instructions that the monitoring device is sent；
The mobile terminal enters public platform interface according to the public platform open instructions, the public platform interface include one or
Multiple service numbers to be monitored.
9. a kind of monitoring processing unit of customer service quality characterized by comprising
First sending module, for monitoring device with after mobile terminal successful connection, the monitoring device is whole to the movement
End sends control instruction, so that the mobile terminal obtains according to the control instruction and returns to the corresponding mesh of the control instruction
Mark the customer service response message of service number；
First receiving module receives the customer service response message that the mobile terminal returns for the monitoring device；
First processing module generates monitored results according to the customer service response message for the monitoring device.
10. a kind of monitoring processing unit of customer service quality characterized by comprising
Second receiving module, for mobile terminal with after monitoring device successful connection, the mobile terminal receives the monitoring
The control instruction that equipment is sent；
Second processing module obtains the corresponding target of the control instruction according to the control instruction for the mobile terminal and takes
The customer service response message of business number；
Second sending module sends the customer service response message to the monitoring device for the mobile terminal, so that described
Monitoring device generates monitored results according to the customer service response message.
11. a kind of monitoring device characterized by comprising at least one processor and memory；
The memory stores computer program；At least one described processor executes the computer journey of the memory storage
Sequence, to realize method of any of claims 1-5.
12. a kind of mobile terminal characterized by comprising at least one processor and memory；
The memory stores computer program；At least one described processor executes the computer journey of the memory storage
Sequence, to realize method described in any one of claim 6-8.
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