电信级客服系统监控的研究

Research on monitor for telecommunication's class call center

研究的客服系统监控方法采用模块化结构,由监控接口组件、数据采集组件、数据分析组件和监控预警网关组成.将监控信息生成XML文件,通过TCP IP或FTP的方式传输,并对XML文件做分析、备份、入库工作,可将原被动式监控转化成主动式服务方式.采集的数据完整、分析的数据准确、告警及时,有效提高客服系统的稳定性.

Focus on modularization structure of the call center monitor system, which makes up of several modules including detecting interface, data collecting, data analyzing and pre-alarming detecting gateway. The system translates the detecting data into XML files which are transmitted by TCP or FTP protocol. All XML files will be analyzed, backuped and entered data-base, which can change passive detecting service into initiative mode. In addition, the integrity, precision analyzing and in-time alerting data can efficiently improve the reliability of call center.