Quality Inspection

50), the weight of "air conditioning" in the identification is increased, and the semantic label of "refrigerator does not refrigerate" "cannot hit" air conditioning does not refrigerate "is added. 39Corpus data: Input large paragraphs of text for error correction and ASR training.The ASR translation effect may be affected due to different dialogue contents and purposes in different industries and service scenarios. In this case, you can input large paragraphs of text for each service scenario for error correction and ASR training to improve ASR translation accuracy 3.2 Concept Words Concept words use semantic generalization to identify a class of keywords, such as polite words, polite contraband words, etc. 3.3 Semantic Labels 40Semantic tags are similar sentences. Semantic generalization can be used to identify sentences that express similar content to standard sentences.In this function module, you can create semantic labels, edit or delete existing semantic labels, and import or export semantic labels in batches. When editing or creating a semantic label, you can set the name of the semantic label and the standard sentence of the semantic label. (Generally, the sentence covered by the semantic label is the most typical, or the most general, or the most commonly used sentence.) Semantic tags can be configured from the three dimensions of qualification, rule, and generalization. Any configuration rule that meets one dimension matches the semantic tag: [Qualification] Similar to using regular expressions to achieve string matching, here you can configure recall keywords to achieve word matching.Each line of recall keywords can be filled in more than one, separated by English comma. If you fill in more than one keyword, the logic is that all keywords are hit. There is a difference between each keyword in order.For example, in the following figure, for the semantic label of the member''s mobile phone number, set the recall keyword as "say, phone number", and if the checked statement is "Can you tell me the phone number?"Yes, but if it''s "phone number, can you tell me?"You can''t hit it.At the same time, recall keywords can be filled in more than one line. When filling in more than one line, any logic hit can be established.Due to the use of recall keywords, only several individual words in the statement can be guaranteed to meet the requirements. There may be similar sentences that meet the configuration of recall keywords but have different expression meanings from standard sentences. Exceptions can 41be excluded by using [Exclusion of similar sentences].For example, "You said your phone number" in the following figure is inconsistent with the meaning of the standard sentence, but it also conforms to the first recall keyword, so it needs to be excluded Note: Recall regular expressions must be written in standard regular expressions. The specific writing rules are not described here. If necessary, contact related engineers for configuration. [Rule] is similar to the restriction, but allows the use of information entities and concept words as recall keywords, and realizes semantic recognition through the configuration of special elements, logical rules and multiple matching.The words added in the [keyword] column and the following entities, concept words and special elements are dragged to the right [speech rules design] column to design the speech structure.Match Any times. The default value is 100 matches. If a sentence contains more than 100 characters, you need to use Match _~_ times to define the number of matches. 【 Generalization 】 that is, similar sentence setting.In order to make semantic tags more effective, it is necessary to input enough similar sentences for semantic tags, that is, sentences with similar meanings but different expressions. 42On the right side of the page, you can directly bring up the list of semantic labels, search for matching information, and edit semantic labels to optimize the quality inspection results. Based on the quality inspection, you can add the statements in the current conversation or call records as similar sentences or excluded sentences of corresponding semantic labels at any time. 3.4 Information Entities You can add and configure common objects that can be distinguished from other conversation contents, such as people''s names, addresses, city names, mobile phone numbers, and ID numbers. The configured information entities can be directly used in the parts that need to be configured for semantic recognition, such as quality inspection conditions and semantic labels.Information entities are widely used. For example, in the after-sales scenario, customer service staff often need to ask the mobile phone number of the customer to quickly find the relevant information and further 43follow up the after-sales service. Therefore, the detection rule of asking the mobile phone number of the customer is often added to the quality inspection conditions. When creating a custom information entity, you can edit the name and description of the entity, and set an API name for the entity.API names are not supported in Chinese at present. It should be noted that semantic tags invoke configured entities by using API names. Therefore, it is recommended to use simple and memorable API names.When matching conditions are set, keywords (entity content) and regular expressions (entity RE) can be used to match data. At present, some system default entity items such as ID number and mobile phone number are provided. The validity of the system default information entity can be changed and the entity content can be customized, but the basic information such as name cannot be changed. 3.5 Interactive Identification 44In some service scenarios, the communication between customer services and customers is usually based on a certain topic. Common questions (FAQs) are configured to simplify the detection configuration.In the "Interactive identification" interface, you can set the question classification and the standard question, similar question, excluded similar question and answer, similar answer and excluded similar answer under the classification, and configure it into a set of question-and-answer system, which can be directly used in the quality inspection points.On the interactive identification interface, you can create, import or export Q&A data, and edit the existing Q&A. The configuration of interactive Q&A is realized by using similar sentences, the principle of which is similar to that of semantic labels. Different from semantic labels, interactive Q&A is divided into two parts: question and answer. You can configure standard sentences, similar sentences or excluded sentences for question and answer respectively. 4 Call Management 45Call management You can manage all call recordings in the system, including viewing the recording text, call information, applicable templates, smart labels, and playing and downloading the recordings online.On the Call Management page, you can configure a call recording filter on the left to quickly filter and manage the recording data. On the right, you can display the selected recording data in a centralized manner. The filtered data can also be exported. 5 Dialogue Management Dialog management You can manage all IM chats in the system, including viewing the IM chats, dialog information, smart labels, and applicable inspection templates.Similar to call management, you can filter and manage conversation text data on the Dialog Management page and export the text data. 6 Data Analysis 46Click the "Data Analysis" button in the list of function modules on the left of the screen to enter the data analysis interface.This module includes five parts: business statistics, quality inspection effect, quality inspection analysis, general report and quality inspector workload. 6.1 Service Statistics [Service statistics] is a centralized display of the overall situation of the quality inspection service data in the system. It can be set according to the time and report period, and displays the overall situation of the quality inspection, including the distribution of quality inspection data, quality inspection coverage, average quality inspection waiting time, quality inspection coverage trend, manual processing, spot inspection coverage rate, average processing time, and manual processing trend. The data task distribution is used to display the overall situation of different quality inspection tasks.Place the mouse pointer over the object of interest in the figure to display detailed statistics. 476.2 Quality Inspection Results [Quality inspection effect] The data can be screened from three dimensions: time, data source and quality inspection task, and the data quality inspection effect in the system can be counted and displayed from the dimensions of quality inspection health, manual processing, random inspection approval, review approval and discovery approval. On the quality inspection effect page, you can view the following data: Quality inspection health: The accuracy of the current quality inspection system is measured by combining the number and deviation of machine inspection Approval: Manual processing has been completed, and the results are consistent with or identical with the machine inspection results Manual processing: The percentage of the data quantity manually checked in the total data, calculated as the number of inspection points manually checked/the number of total inspection items *100%, including random inspection and reinspection Sampling approval: The percentage of the data volume that has been manually sampled and the sampling result is the same as the machine quality inspection result. The calculation method is the sampling approval quantity/the total amount of sampling inspection 100% Compound approval: that is, the amount of review approval/total review 100% Discovery approval: Manual approval (total amount of spot inspection and reinspection approval)/Manual discovery total 100% 48[Inspection Point List] Displays the health of all inspection points and inspection points. You can click Optimize to enter the rule configuration page of the corresponding inspection task to optimize inspection conditions. 6.3 Quality Inspection Analysis [Quality Inspection analysis] Through data screening of time, data sources and quality inspection tasks, the quality inspection analysis results of quality inspection tasks are displayed. 49Click "Task Data" to enter the task data analysis interface. The system can display the scoring times, average score and hit rate of each inspection point.In the inspection task list of inspection analysis, you can view the following information about the corresponding task or inspection rule: Score times: indicates the total score times of a quality inspection task or rule Average score: The average total score Hit ratio: For a single quality inspection rule, the score of the quality inspection task/total quality inspection points *100 The bar chart at the bottom of the page displays the average score or score rate of all customer service personnel in each inspection rule. You can customize the check box to display the score of one or more inspection rules. 506.4 General Report [General Report] is mainly used for users to quickly view the overall quality inspection results and generate reports. You can view and generate reports based on the time, data sources, quality inspection tasks and other dimensions.The data source module mainly displays the total number of calls, intelligent quality inspection quantity and its proportion, manual quality inspection quantity and its proportion, and appeal quantity. The statistical chart below can be selected to display the relevant contents of quality inspection, random inspection, and reinspection. According to the different time of data selection and the size of data volume, the statistical chart will choose its own axis scale. In the quality inspection effect module, statistics of manual random inspection and manual reinspection will be displayed at the top, statistics of review approval and random inspection approval will be displayed in the bar chart in the middle, and the hit rate and quality inspection health information of each classification of quality inspection rules will be displayed in the form of a list at the bottom. Click "Optimization" to jump directly to the configuration page of quality inspection rules to view and optimize quality inspection conditions. 51In the quality inspection result module, the classification of each quality inspection rule of the selected quality inspection task, the individual quality inspection rule and the quality inspection score of each customer service staff will be displayed. 52In addition, you can provide inspection suggestions on the inspection task to optimize the entire inspection process. 6.5 Workload of quality inspector [Quality inspection workload] It is used to check the quality inspection work of all quality inspectors, and the data can be screened, exported and selected as required to display in the form of tables or statistical charts. 7 Customer Center 7.1 Customer Management 53[Customer Management] is a centralized display of the basic information of all customers in the system. You can filter and export the information here. Double-click a single customer information to quickly enter the corresponding page of the customer portrait. 7.2 Customer Portrait [Customer portrait] Take the customer (displayed as the customer name, mobile phone number, etc.) as the main body, analyze the data of all calls and conversation records of each customer, and make statistics on the business labels, keywords and cloud images related to each customer (keywords are affected by the words of concern and neglect, and are set in the semantic intelligence).The [Service label] displays smart labels of all calls made by the customer, arranged in order of frequency from most to least.You can search by customer keywords (customer display fields) in the search bar. 8 Customer Service Center 54[Customer Service Center] Similar to the customer service center, it is used for centralized display and management of customer service personnel information. 8.1 Customer Service Information [Customer Service Information] contains all the existing customer service information, and displays the customer service list, which can be screened, edited and deleted, and supports batch import and export operations. The system provides a template during the import. You can download the template in the pop-up window.It should be noted that if you click the deletion option on the right of the corresponding customer service information, the corresponding item will be directly deleted without any prompt. Please be careful to avoid deleting it by mistake. 55Click "Add" in the upper right corner to create customer service information, and click "Edit" on the right side of existing customer service information to edit corresponding customer service information.In the new customer service information window, you can configure the customer service number, name, telephone number, email, etc. The operation of editing the customer service information window is the same. The only difference is that the customer service number cannot be modified in the editing window after it is set during the new customer service information. 8.2 Customer Service Ranking [Customer Service ranking] Summarizes and ranks the quality inspection of customer service scores, and can be screened and exported according to time, customer service group and quality inspection tasks. 568.3 Customer Service Portrait [Customer Service Portrait] can analyze the service characteristics, capability dimensions and business labels of customer service personnel according to different screening conditions. You can select multiple specific customer service personnel in the upper [Customer service] column for comparison. Click [Configuration] in the upper right corner to configure different capability dimensions by keyword search. 8.4 Indicator Management [Indicator management] That is, for the evaluation and measurement standards of customer service personnel''s service ability and business level, the system has the default sentence length distribution law, speech speed distribution law, response time distribution law, quality inspection compliance, average score of quality inspection tasks and other indicators for use, or can customize new indicators according to user needs. 579 Training Center 9.1 Quick Training [Quick training] aims to help semantic tags generalize quickly to reach 20 similar sentences. In this interface, you can quickly customize or add similar sentences according to the system recommendation. 9.2 Training History Training history records the training history of each semantic tag, including the training time, the number of operator similar sentence identifiers, the removal sentence and other basic information. 589.3 Clustering annotation [Clustering annotation] is mainly used to assist the training of semantic tags. It can mark the semantically similar sentences that appear several times as [clustering sentence], the left side is the clustering result statistics, and the number displayed in the back represents the total number of marking of such sentences. If you select the sentence in the details of the clustering sentence, click [Ignore] to delete the annotation, or click [annotation] to open the intelligent tool. After opening the intelligent tool, if the selected cluster sentence is semantically similar to the existing semantic labels, the relevant semantic labels will be displayed, that is, the similarity degree. You can click [annotation] here to quickly add the selected sentence to the similar sentence in the semantic label [generalization]. 5910 Template Management Template Management Used to manage the template that is used to configure rules for heavy quality inspection tasks. When creating rules on the rule configuration page, you can use an existing template to quickly create rules. 10.1 Template Market All existing templates are displayed in the template market, including system templates and custom templates. Click "Obtain" to download the system template. After the application status is turned on, you can use the template in "Quality Inspection Task - Ghost Thief Configuration - New Quality Inspection Rule". 6010.2 My Template "My Templates" displays all the customized templates. You can quickly view and manage optimized operations. 11 System Settings Click the user profile picture in the upper right corner and the gear icon on the left of the user name to enter the system setting page of the intelligent inspection system. 6111.1 System Settings You can change the system name, system message notification status and other basic information in [System Settings].[Speaker identification] is used to select the way of speaker separation for the call data imported into the system. If it is directly accessing the Udesk customer service system data or using API interface to access the third party data, API is used to identify the track role; if it is manually importing data, text recognition is used.After the "artificial cognitive evaluation" is enabled, click the "Quick spot inspection" in the upper right corner of the quality inspection details page, and it will prompt you to perform the artificial cognitive evaluation, that is, to judge whether the results of the manual evaluation are consistent with those of the machine evaluation. If the item is disabled, no artificial cognitive evaluation prompt will be performed. 6211.2 Customer Fields [Customer Field] is used to manage the field content displayed about the customer information. Click "New" to add a new field. The field type can be text or number. 6311.3 System Integration [System integration] For users who use the udesk customer service system at the same time, the data of the customer service system is directly connected to the intelligent quality inspection system for quality inspection. 11.4 Speech Recognition [Speech recognition] Used to manage the related operations of the speech-to-text function. Voice recognition: The main switch of the voice recognition function. If this switch is turned off, the speech-to-text function and the quality control function of the machine will become invalid 64Intelligent error correction: After this function is enabled, the content in "Intelligent thesaurus - Professional Terms" will be used to force error correction conversion Re-execute error correction: You can re-correct the voice recognition of all call records within a selected date Error correction filtering: You can filter call records. After this function is enabled, only calls that meet the filtering criteria are corrected ASR filtering: Filters call records. After this function is enabled, only calls that meet the filtering criteria are executed 11.5 Staff Management [Employee management] All employees can be viewed, edited, deleted and disabled. Click [View] to view the ID, account, role and other basic information of the employee. 65Click "Edit" to perform "reset password" operation on the employee and edit the basic information such as name and role. Click [Delete] to delete the employee completely from the system and cannot be recovered. Please exercise caution. 66Click [Disable] to disable the employee account, and click [Enable] to enable the employee. 11.6 Employee Group Management [Employee Group Management] View, edit, and delete all employee groups.Click [View] to view the name and member information of the employee group, click [Edit] to change the name of the employee group, add or delete members, click [Delete] to delete the employee group, but will not delete the employee account in the group. 6711.6 Role Management [Role Management] Used to manage employee roles. For example, you can set hierarchical roles such as common customer service and customer service supervisor, and assign different system permissions to different roles. Click [View] to view the name and permission of the role, click [Edit] to change the permission assignment of the name of the role, click [Delete] to delete the role. 6811.7 Mission Center [Task Center] You can view export and download details.In addition, selecting Import or Export in the system will create a task summary in the task center. You can click the file icon in the upper right corner of the page to download the file to a local PC or enter the task Center to view the task progress and details. 69In addition, you can view the detailed records of all quality inspection tasks that perform quality inspection or re-quality inspection.Click [View Details] to view the specific content and execution of the task. 7011.8 Billing Center In the Billing Center, you can view the current remaining quota, accumulated used quota, and related records of quality inspection products. 11.9 Uploading Local Recordings You can upload the recording file here. Click Upload to drag or select the file to be uploaded, edit the basic information about the uploaded file, and quickly add the file to a quality inspection task. 7111.10 Message Logs [Message log] summarizes all messages pushed by the system. Messages configured for all channels in [Quality Inspection Worktable-Process Automation] will be logged here. Click [View details] to view message details. 727312 Enterprise Micro-session analysis 12.0 Enterprise microsystem integration Before enterprise micro-session analysis, it is necessary to conduct data docking. Find the "enterprise wechat" TAB in system manage-system integration, conduct initial Settings, input the enterprise ID of the enterprise wechat, and use the administrator account to scan the two-dimensional code automatically generated by the system for agent development and application binding. 12.1 Enterprise Micro Staff Center The enterprise micro employee center needs to check the organizational structure of the connection. After the connection is completed, the employee data will be displayed in the enterprise Micro employee Center. 12.2 Enterprise wechat Conversation 12.2.1 Session Archiving 74Support the display of enterprise wechat single chat and group chat conversation records. On the left side, display the organizational structure, click the corresponding group, you can see the employees in the current group, click the corresponding employee, you can see the historical conversation records of the current employees, click the conversation to view the details of the conversation, and display the analysis information, conversation information and analysis task on the far right. [Analysis information] Average analysis score: indicates the average score of all sessions when the current session is shred.Label information: The session matches all the latest smart labels.Real-time analysis information: All enabled scenarios and their latest scores (statistics every 24 hours) 【 Analyze the information 】 12.2.2 Voice Call Enterprise micro voice calls are synchronized to quality control through Weifeng, and can be filtered by call time, session type, employee, customer, and call keyword. Call data records 75employees, customer nicknames, originators, recipients, session types, call time, call duration, employee ID, and customer ID. Click a data item in the list to enter the enterprise wechat voice call details. On the details page, you can view the recording file, smart label, and translated text conversation details. On the right side, you can view the quality inspection task, call information, keyword cloud, and related records. 12.3 Enterprise wechat analysis configuration 12.3.1 Session Settings According to the rules, the enterprise micro conversation is divided. The enterprise micro conversation is long and has no conversation concept. The analysis should be performed after the dialogue is divided 7612.3.2 Analysis Model Enterprise micro-session analysis supports the design of analysis models based on rules, facilitating the rapid creation of inspection tasks and the common inspection task of multiple inspection tasks. Click Add or Edit to enter the configuration page of analysis model, and you can set the status, data source, type, etc. The inspection rules of enterprise micro-session analysis are currently divided into four modules, including language, interaction, features, information, etc. Words: quality inspection customer service or customer semantic labels, keywords, concept words, etc., generally used to judge whether the customer is in compliance or whether the customer triggers the key intention such as complaint and purchase. Interaction: It is generally used to detect whether the customer service has response timeout, silence, repeated sending and other behaviors, or whether the customer answers the customer''s questions accurately. Features: Generally used to detect customer mood or customer service sentence length. Information: Usually used to set pre - or post-conditions based on the on-line data. 7712.3.3 Push Events The inspection result can be pushed through an interface, email, or enterprise micro message. 12.3.4 Real-time Analysis Used to configure real-time analysis rules, displayed on the right of enterprise micro-session analysis details. 7812.3.5 Smart Customer Labels Enterprise micro-session analysis supports labeling of sessions. The labels are displayed on the detailed page of enterprise micro-session. Click New or Edit to edit the smart customer tag, which supports labeling of conversations according to semantic tags, keywords, regular expressions, concept words, etc. 7912.4 Enterprise wechat Workbench The enterprise micro Workbench displays all session analysis tasks of the current tenant. You can add, manage, save, and enable or disable session analysis tasks on the workbench 12.4.1 Analysis Tasks Click [Add] to add an enterprise micro conversation analysis task, fill in the basic information, select the data source type (enterprise micro conversation, enterprise micro call), and set the quality inspector. 80Click Next to Add analysis model, add analysis model popup window, you can select the added analysis model. After selecting the model, click Next to enter the process automation. You can set the micro-session adding rules and quality inspection result pushing rules on this page. 81Manually Adding Sessions can be added to inspection tasks based on conditions. 12.4.2 Analyzing the Workbench Session analysis tasks completed by quality inspection are displayed in the analysis list. You can click to view the details. You can filter and export the analysis results. 8212.4.3 Statistics and Reports The overall report displays the session analysis in the selected period 83">