基于Weblogic与Redis的客服监控系统的设计实现  

Design and Implementation of Monitoring System for Call Center Based on Weblogic and Redis

作　　者：杨耀勇 YANG Yaoyong(Shanghai Pudong Development Bank,Shanghai 200002,China)

机构地区：[1]上海浦东发展银行股份有限公司,上海200002

出　　处：《信息与电脑》2021年第10期121-125,共5页Information & Computer

摘　　要：针对客户服务中心运营规范化要求,分析多渠道监控数据实时采集存在的难点,设计一套集呼入管理、KPI管理、人力监控、分组管理、运营预警以及大屏监控等功能于一体,同时满足不同运营角色、不同运营管理场景需求的客服监控系统。采用B/S架构,应用部署在Weblogic中间件上,通过硬件负载均衡实现高可用部署,提升系统可靠性和可扩展性。采用Redis缓存实时监控数据,提高前端展示应用获取实时监控数据的效率,提升系统的高效性。According to the requirements of customer service center operation standardization,this paper analyzes the existing difficulties of multi-channel monitoring data real-time collection,and designs an monitoring system for Call Center,which integrates incoming call management,KPI management,human resources monitoring,agent grouping management,operation warning,large screen monitoring and other functions,and meets the needs of different operation roles and different operation management scenarios.It uses B/S structure,and the application is deployed on Weblogic middleware・It realizes high availability deployment through hardware load balance and improves the reliability and scalability of the system.Redis is used to cache real-time monitoring data to improve the efficiency of front-end display application to obtain real-time monitoring data and realize the efficiency of the system.

关 键 词：客户服务中心 WEBLOGIC REDIS 客服监控系统 

分 类 号：TP31[自动化与计算机技术—计算机软件与理论]