【资料名称】：华为话单分析文档

【资料作者】：3gpp

【资料日期】：2012

【资料语言】：中文

【资料格式】：PDF

【资料目录和简介】：

前 言..................................................................................................................................................iii
1 话单处理机制...............................................................................................................................1-1
1.1 系统结构........................................................................................................................................................1-2
1.2 话单的生命周期............................................................................................................................................1-3
1.2.1 处理过程...............................................................................................................................................1-4
1.2.2 媒体呼叫话单生命周期........................................................................................................................1-6
1.2.3 网络呼叫话单.......................................................................................................................................1-7
1.2.4 座席操作详单.......................................................................................................................................1-8
1.2.5 统计详单...............................................................................................................................................1-8
1.2.6 业务代表考勤详单...............................................................................................................................1-9
1.2.7 业务代表质检详单...............................................................................................................................1-9
1.2.8 业务详单.............................................................................................................................................1-10
2 话单格式.......................................................................................................................................2-1
2.1 话单文件名格式............................................................................................................................................2-2
2.1.1 媒体呼叫话单.......................................................................................................................................2-2
2.1.2 网络呼叫话单.......................................................................................................................................2-2
2.1.3 CCS 话单..............................................................................................................................................2-3
2.2 话单格式说明................................................................................................................................................2-4
2.2.1 术语介绍...............................................................................................................................................2-4
2.2.2 媒体呼叫话单.......................................................................................................................................2-8
2.2.3 网络呼叫话单.....................................................................................................................................2-16
2.2.4 座席操作详单.....................................................................................................................................2-20
2.2.5 按接入码统计呼叫详单......................................................................................................................2-26
2.2.6 人工呼叫统计详单..............................................................................................................................2-26
2.2.7 内部求助详单.....................................................................................................................................2-30
2.2.8 座席状态统计详单..............................................................................................................................2-30
2.2.9 业务代表考勤详单..............................................................................................................................2-31
2.2.10 业务代表质检详单............................................................................................................................2-33
2.2.11 按地市和客户级别统计接入码呼叫详单........................................................................................2-34
3 话单处理工具...............................................................................................................................3-1
3.1 使用须知........................................................................................................................................................3-2
3.2 修改任务........................................................................................................................................................3-3