jBPM在呼叫中心客户服务质量管理系统中的应用  

The Application of jBPM in the system of Call Center Customer Service Quality Management

作　　者：甘文丽[1] 张昆朋[1] 冯春明[1] 

机构地区：[1]洛阳师范学院信息技术学院,河南洛阳471022

出　　处：《内蒙古师范大学学报（自然科学汉文版）》2013年第3期344-349,共6页Journal of Inner Mongolia Normal University(Natural Science Edition)

基　　金：河南省科技攻关项目(102102210472);河南省教育厅自然科学研究计划项目(2010A520030)

摘　　要：针对某通信运营商的呼叫中心客户服务质量管理系统中坐席成绩确认与申诉存在工作流程,为了解决需求变化导致的流程多变、开发成本过高等问题,提出以jBPM工作流引擎为核心,以Struts 2、Spring和Hibernate框架为基础的系统架构方案,论述了架构中流程的定义与实现、流程与应用的整合等关键技术.运行结果表明,jBPM工作流技术可以为业务流程优化和再造提供支持,该系统具有良好的灵活性、可移植性、可扩展性和可维护性.With the performance validation and the complaint o{ link existing worktlow m call center customer service quality management system of a communications operator,in order to solve the problem of process variable and high development costs caused by the demand changes,put forward a system archi-tecture solutions which take the iBPM workflow engine as the core and based on the Struts 2, Spring and Hibernate framework,discusses the key technology of process definition and implementation,the integra-tion of process and application in framework. From the running results,jBPM workflow technology can provide support for optimization and reengineering business process, this system has good flexibility, portability,scalability and maintainability.

关 键 词：工作流 JBPM 呼叫中心 客户服务质量 

分 类 号：TP311[自动化与计算机技术—计算机软件与理论]