110 统计分析.doc

1.10统计分析1.10.1知识库管理报表知识库管理报表包括信息量、信息使用情况统计。1.10.1.1信息量统计按照信息的属性对知识库的现有信息数量进行统计，便于管理人员了解知识库的信息含量。1.10.1.2信息使用量统计系统提供每项信息使用量（即点击量）的统计。1.10.2公告便签管理报表公告便签管理报表包括公告便签量统计、公告便签阅读情况统计1.10.2.1公告量统计支持按照公告的属性统计公告数量1.10.2.2公告阅读情况统计支持按照业务组、公告标题等统计公告阅读情况，并给出未阅读人员列表。1.10.2.3便签量统计支持按照便签的属性统计便签数量1.10.2.4便签阅读情况统计支持按照便签接收对象、便签标题等统计便签阅读情况，并给出未阅读人员列表。1.10.3呼入统计1.10.3.1话务量统计支持统计半小时话务量、日话务量、月话务量。【业务要素】时间、客户品牌、客户等级、费率区、自动或人工1.10.3.2客户重复拨打次数统计支持统计指定时间段内客户重复拨打次数【业务要素】时间、客户品牌、客户等级、费率区、自动或人工1.10.4工单报表1.10.4.1工单量统计支持按照工单属性统计工单量。【业务要素】工单类型、时间段、费率区、客户品牌、客户等级、处理环节1.10.4.2工单处理及时率统计支持统计工单响应、工单答复和工单处理及时率。针对处理环节统计。及时率=在时限内处理的工单/工单总量【业务要素】处理部门、工单类型、时间段、客户品牌、客户等级1.10.4.3工单超时情况统计支持统计整张工单处理是否超时。针对整张工单答复时限和处理时限统计。超时率=未在处理时限内完成处理的工单/工单总量【业务要素】费率区、工单类型、时间段、客户品牌、客户等级1.10.4.4工单现场解决率统计支持统计各类工单的现场解决率。现场解决率=不需要派发其他部门处理的工单/工单总量【业务要素】工单类型、时间段1.10.4.5投诉处理满意率统计支持统计各客户品牌、各投诉类型的投诉处理满意率。【业务要素】投诉类型、客户品牌、客户等级、满意度等级1.10.4.6工单操作量统计支持按照处理人员工号统计工单操作量。【业务要素】人员工号、操作步骤（审核、派发、归档、挂起、释放、退回）1.10.5呼出统计1.10.5.1呼出业务量统计1、计划业务量：计划呼出的业务量。计划业务量是在数据提取时已过滤了客户开通状态为空号、停机的名单。2、呼出量：实际呼出的业务量。呼出量计划业务量免扰名单。3、呼出成功量：呼出成功的业务量。4、呼出成功率：呼出成功率呼出成功量/计划实施量。5、计划实施成功量：呼出客户成功且达到项目定义的成功标准，即统计为计划实施成功量。呼出计划实施成功的标准依据呼出项目的目的设定，例如，可包括：仅接受问候、考虑使用、当场签订协议、转向营业厅等。6、计划实施失败量：呼出客户成功但未达到项目定义的成功标准，即统计为计划实施失败量。7、任务完成率：任务完成率计划实施成功量/呼出量。8、有效业务量：有效业务量计划业务量（空号、停机数量）。空号、停机数量是呼出过程中由系统识别并发现空号或停机的用户数量。该指标可用于评估数据获取的准确性。1.10.5.2呼出计划执行状态统计计划执行到不同阶段的业务量的统计。1、待执行业务量：计划执行状态为待执行的业务量。2、正在执行业务量：计划执行状态为正在执行的业务量。3、暂停执行业务量：计划执行状态为暂停执行的业务量。4、执行完毕业务量：计划执行状态为执行完毕的业务量。1.10.5.3问卷结果统计问卷结果统计：问卷答案的分类统计。统计指标为问卷的具体答案，例如，选择题选择“A”的数量。1.11系统管理1.11.1人员分组管理人员分组分为地区、部门、班组、员工四级树型结构管理。1.11.1.1地区设置系统支持多地区设置。根据地区的不同，同一模块的功能也可不同。对不同的地区可进行不同的管理，话务根据地区进行分配。每一个员工都必须属于一个地区。1.11.1.2部门设置在各个地区下可设置不同的部门。每一个员工都必须属于一个部门，各个部门只能查询到属于本部门的工单，在处理工单时各个部门之间要互相协作。1.11.1.3班组设置在各个部门下可设置不同的班组。每一个员工都必须属于一个班组。1.11.1.4员工设置每一个员工都有相应的属性，员工的属性可在此模块中设置，可设置员工所属的地区、部门、班组、角色、技能组、技能、权限等等。在设置了员工的各种属性后，每一个员工都可进行话务接续、信息查询、工单受理等操作。这也是系统里最重要的一个设置。1.11.2人员权限管理1.11.2.1工号管理新增工号根据用户的要求新增加话务员的工号，在界面中点“增加”, 填好员工信息, 点”确定”，即可。修改工号根据用户要求修改话务员工号，在界面左边的员工列表框中选定一个员工, 点“修改”, 在各输入框中更改员工信息, 然后点”确定”。即可。删除工号根据用户要求删除话务员工号，在界面左边的员工列表框中选定一个员工, 点“删除”，即可。1.11.2.2权限管理权限是指客服系统对所有功能模块、功能点访问的控制；权限管理可以划分为权限明细管理、角色管理、员工权限管理权限明细管理，是将系统中每个模块都列出独立的权限。操作权限管理表和系统模块表；角色管理，是按规则将权限划为不同的组。然后可以对员工赋予不同的角色，操作角色表。功能描述权限管理中可以灵活对权限的增加、删除、修改等操作；权限管理中可以对具体的权限逐个或批量地分配给角色或人员，也可以逐个或批量地从角色或人员处回收已经分配的权限；而且权限的层次性是权限可以细化化，达到窗体内的不同按钮的操作。使读和写的权限被分离管理。功能特点：权限修改后立即生效；对于系统的功能模块、功能点，在没有建立对应的权限之前，系统不进行控制；权限具有层次性、继承性；使用权限控制该功能；记录修改日志。1.11.3运行管理1.11.3.1系统参数设置可在此模块中设置系统运行所需的参数。1.11.3.2转自动设置在系统中可以把话路转到IVR中，至于转到IVR的哪个由此模块中进行设置，前台程序通过把在设置中设置好的参数发送到IVR，可指定执行某个IVR流程。通过这一设置可在IVR流程中自由地跳转。1.11.3.3时段示忙设置在系统中可设定在某个时段内每个员工可以进行示忙的最大次数或最大示忙时长。当在员工示忙次数超出最大次数或示忙时长超出最大示忙时长后，系统会统计出员工示忙的超假次数及超假时长。1.11.3.4传真管理限发：在与客户商定的时限内停止发送传真；停发：停止将要对客户发送的传真；重发：重新发送已发送失败的传真。1.11.3.5密码管理在确认话务员身份（相关证件或密码认证）以后，可修改密码。1.11.3.6示忙原因设置在员工进行示忙时，系统将提示其选择示忙原因。可通过此模块维护示忙原因。每个地区的示忙原因都可以有不同的设置。1.11.3.7示忙人数设置系统可对各个地区的示忙人数进行控制，在系统中对某一地区设置了示忙人数后，系统中的此地区的员工示忙人数不能超出此数目。但系统自动示忙的不在此列。1.12系统接口对于需要访问其他系统的数据，通过外部接口实现。1.12.1数据交换方式1、实时数据交换：双方商定互相认可的协议，在协议基础上开发系统接口进行系统互联，实时交换数据；2、定时数据交换：双方商定互相认可的协议，根据协议规定的标准开发数据导入接口，在规定的时间定时将有关数据通过介质方式送交对方，实现数据的交换。3、协议方式，可以有：数据库中间件、文件、Socket等方式，建议尽量采用可靠性高的中间件方式。1.12.2与综合营帐系统接口江西移动综合营帐系统是实现计费、帐务、结算、营业等功能的综合性支撑系统。接口包括了双方之间信息的交互，实现了客服系统与综合营帐系统的功能、数据共享。接口内容：1、综合营帐系统至客服系统：客户资料信息，包括客户名称、客户属性、客户地址、客户级别等客户相关信息；客户产品信息，包括客户当前及历史使用公司所有产品情况；历史及当前业务咨询信息，包括历史及当前业务类别信息、资费标准、优惠营销方案等；用户费用信息，包括话费、通话详单、缴费信息等；2、客服系统至综合营帐系统业务受理工单，包括人工受理和自动受理两种方式；1.12.3与资源管理系统接口资源管理系统完成了本地网网络资源的调配与管理，并提供了运维故障流程的管理。客服系统需要与资源管理系统连接，实现电路信息的查询和故障工单的流转。接口内容：1、资源管理系统至客服系统客户的产品技术信息，如：电路编码、IP地址等2、客服系统至资源管理系统故障受理工单。1.10Statistical Analysis 1.10.1KBM StatementKBM Statement includes statistics of information amount and information usage.1.10.1.1Statistics of Information Amount Count current information amount of knowledge base according to attributes of information, so that administrator can know information amount in the knowledge base. 1.10.1.2Statistics of Information Usage AmountThe system provides statistic of usage amount (namely, click count) of each information. 1.10.2Announcement Note Management Statement Announcement note management statement includes statistics of announcement note amount and announcement note reading amount. 1.10.2.1Statistics of Announcement VolumeAnnouncement volume can be counted according to announcement attributes. 1.10.2.2Statistics of Announcement Reading VolumeAnnouncement reading volume can be counted and list of personnel who havent read the announcement can be given according to business group and announcement heading, etc. 1.10.2.3Statistics of Note VolumeNote volume can be counted according to note attributes. 1.10.2.4Statistics of Note Reading Volume Note reading volume can be counted and list of personnel who havent read the announcement can be given according to receiver and heading, etc. 1.10.3Call-in Statistics 1.10.3.1Statistics of Telephone Traffic VolumeStatistics of telephone traffic in half an hour, a day and a month are available. 【Business Elements】Time, customer brand, customer level, rate area, automatic or manual work1.10.3.2Statistics of Repeated Dials of CustomerStatistics of repeated dials of customer during certain period are available. 【Business Elements】Time, customer brand, customer level, rate area, automatic or manual work1.10.4Worksheet Statement1.10.4.1Statistics of Worksheet VolumeStatistics of worksheet volume can be counted according to worksheet attributes. 【Business Elements】Worksheet type, time period, rate area, customer brand, customer level, handling step1.10.4.2Statistics of Worksheet In-time Handling Rate Statistics of worksheet response, reply and in-time handling rate according to handling step are available. In-time rate=processed worksheet in time limit/worksheet volume【Business Elements】Handling department, worksheet type, time interval, customer brand, customer level1.10.4.3Statistics of Overtime WorksheetStatistics about whether the entire worksheet overtimes or not according to response time and handling time are available. Overtime rate=unfinished worksheet within handling time limit/worksheet volume 【Business Elements】Rate area, worksheet type, time interval, customer brand, customer level1.10.4.4Statistics of Worksheet Field Solving Rate Statistics of various worksheets field solving rate are available. Field solving rate=worksheets that need not be sent to other departments/worksheet volume【Business Elements】Worksheet type, time interval 1.10.4.5Statistics of Satisfaction Rate of Complaint Handling Statistics of satisfaction rate of complaint handling of various customer brands and complaint types are available. 【Business Elements】Complaint type, customer brand, customer level, satisfaction level1.10.4.6Statistics of Worksheet Operating VolumeStatistics of worksheet operating volume according to operators work number are available. 【Business Elements】Work number of operator, operating steps (examine, send, archive, suspend, release, return)1.10.5Call-out Statistics 1.10.5.1Statistics of Call-out Business Volume1. Planned business volume: call-out business volume planned to achieve. Planned business volume has filtered customers that have status of dead numbers and suspended services. 2. Call-out volume: actual call-out business volume. Call-out volume=planned business volume-“Dont disturb” list.3. Successful call-out volume: volume of business that has successfully called out. 4. Successful call-out rate: successful call-out rate=successful call-out volume/planned volume. 5. Planned successful volume: call out customers successfully and achieve the success standard defined by the project. The standard is based on the purpose of call-out project, for example, it may include: only accept greetings, consider whether to use, sign agreement on the spot, turn to business hall, etc. 6. Planned failure volume: if call out customer successfully without meeting success standard defined by the project, it falls into planned failure volume. 7. Task fulfillment rate: task fulfillment rate=planned successful volume/call-out volume.8. Valid business volume: valid business volume=planned business volume-(volume of dead number and suspended service). Volume of dead number and suspended service are identified by the system during call-out process. This index can be used to evaluate accuracy of data achieved. 1.10.5.2Statistics of Call-out Planned Executive State Volume statistics of business executed during different stages. 1. Volume of to-be-executed business: planned executive state is to be executed. 2. Volume of on-going business: planned executive state is going on. 3. Volume of paused business: planned executive state is paused.4. Volume of completed business: planned executive state is completed. 1.10.5.3Statistics of Questionnaire ResultsStatistics of questionnaire results: classification statistics of questionnaire answers. Statistical indicators are specific answers of the questionnaire, for example, Volume of “A” answers to choice questions.1.11System Management1.11.1Personnel Grouping Management Personnel groupings are managed in tree structure: area, department, team and employment. 1.11.1.1Area SettingThe system supports multi-area setting. One module may have different functions in different areas. Different areas can be managed in different ways. Telephones are allocated according to areas. Each employee must belong to one area. 1.11.1.2Department SettingDifferent departments can be set in each area. Each employee must belong to one area; each department can only enquire its own worksheet. Departments shall collaborate with each other when dealing with worksheets. 1.11.1.3Team SettingEach department can have different teams. Each employee must belong to one team. 1.11.1.4Staff SettingEach employee has corresponding attributes, which can be set in this module, including area, department, team, role, skill team, authority, etc. After setting various staff attributes, each employee can deal with telephone connection, information enquiry, worksheet handling and other operations. This setting is most important in the system. 1.11.2Personnel Authority Management1.11.2.1Work Number Management Add new work numberAdd operators work number according to customer demand. Click “add” in the interface, fill in employee information, then click “confirm”. Modify work numberModify operators work number according to customer demand. Choose one employee in the staff list box on the left of the interface, click “modify”, modify employee information in each input box, then click “confirm”.Delete work numberDelete operators work number according to customer demand. Choose one employee in the staff list box on the left of the interface, then click “delete”. 1.11.2.2Authority ManagementAuthority means control of customer service system on all function modules and function points. Authority management can be divided into authority detail management, role management, staff authority management. Authority detail management is to list independent authority for every module in the system; operation authority management table and system module table. Role management is to divide authority into different groups according to rules. Then give staff different roles; operation role table. Function descriptionOperations such as add, delete and modify authority are flexible;Specific authorities can be allocated to roles or personnel one by one or in batches; allocated authorities can be withdrawn from roles or personnel;In addition, hierarchy of authorities means authorities can be specified to fulfill operations of different buttons in the window. This separates reading and writing authority management. Functions:Authorities come into effect immediately after modification;The system will not control function modules or points before corresponding authorities are established;Authority has hierarchy and inheritance. Control the function with authority;Record modification log. 1.11.3Operation Management1.11.3.1System Parameter SettingSystem parameter can be set in the module. 1.11.3.2Switch-to-Automation SettingIn the system, telephone channel can be transferred into IVR; this module decides which IVR flow that telephone channel may transfer to; foreground program can execute some IVR process by sending preset parameters to IVR. By this setting, telephone channels can be switched freely in IVR flows. 1.11.3.3Periodic Busy Indication SettingIn the system, maximum busy indication times or maximum busy indication interval of each employee in certain period can be set. If busy indication times exceed maximum times or busy indication interval exceeds maximum busy indication interval, the system will figure out exceeded times and interval. 1.11.3.4Fax ManagementRestrict: stop faxing during agreed time;Stop: stop fax to be sent to customers;Repeat: send failed fax again. 1.11.3.5Password ManagementAfter confirming their IDs (relevant certificates or password attestation), operators can reset password.1.11.3.6Busy Indication Reason SettingWhen an employee indicates hes busy, the system will ask him to choose reasons for busy indication. This module can help maintain busy indication reason. There may be different settings for busy indication reasons in different areas. 1.11.3.7Busy Indication Employee Number SettingThe system can control busy indication employee number in each area. After busy indication employee number in one area is set in the system, actual employee number of busy indication in the area can not exceed this number. Automatic busy indication of the system is not restricted. 1.12System InterfaceData that need to visit other systems can be realized through peripheral interface. 1.12.1Data Exchange Method1. Real-time data exchange: the two parties negotiate and come to an agreement; develop system interface, connect systems and change data based on the agreement; 2. Scheduled data exchange: the two parties negotiate and come to an agreement; develop data, input data into interface, send related data to the other party through media within scheduled time to realize data exchange. 3. Agreement method includes data base middleware, document and Socket, etc. It is suggested to employ reliable middleware method. 1.12.2Interface with Integrated Accounting SystemIntegrated ac