基于Extjs的呼叫中心业务管理系统的设计与开发

发布时间：2018-10-14 17:10

【摘要】：随着科技的飞速发展,技术的不断创新,企业之间的竞争也越来越激烈。呼叫中心可以帮助企业更好地与客户沟通交流,获取第一手的市场信息和售后反馈。近年来,随着计算机通讯技术,Internet技术,云计算等相关技术的发展,呼叫中心也得到了越来越多的企业青睐。而一个优秀的呼叫中心管理系统,可以提升呼叫中心的运营能力,帮助企业更合理的分配呼叫资源和人力资源,为企业创造更多的利润。本文首先简单介绍课题背景,呼叫中心发展中的四个阶段。然后介绍了呼叫中心业务管理系统开发过程中用到的关键技术,包括:AJAX技术,Extjs框架,HTML技术,MVC模式和SSI框架等。深入的研究和分析了结点管理,设备管理,团队管理,员工管理,项目管理等模块的实际需求。结合美观性、安全性、可维护性以及性能四个方面的非功能需求,提出了利用基于互联网B/S架构的呼叫中心业务管理系统,根据实际需求设计了数据库和业务逻辑处理流程。重点介绍了团队管理、班组管理、员工管理、任务管理和号码文件管理等模块的浏览器端和服务器端的核心类设计和流程设计。完成对系统的设计与实现之后,论文以员工管理模块为例对系统的测试流程进行了说明。通过系统测试进一步保证软件质量。论文最后总结了本系统的设计与实现中出现的问题和学习到的经验,对系统未来功能增强进行了进一步的展望,提出了新的研究方向。
[Abstract]:With the rapid development of science and technology, technological innovation, the competition between enterprises is becoming more and more fierce. Call centers can help businesses better communicate with customers, obtain first-hand market information and post-sales feedback. In recent years, with the development of computer communication technology, Internet technology, cloud computing and other related technologies, call center has been more and more favored by enterprises. An excellent call center management system can enhance the operation ability of call center, help enterprises distribute call resources and human resources more reasonably, and create more profits for enterprises. Firstly, this paper briefly introduces the background of the project and the four stages in the development of call center. Then the key technologies used in the development of call center business management system are introduced, including: AJAX technology, Extjs framework, HTML technology, MVC model and SSI framework. Research and analysis of node management, equipment management, team management, staff management, project management and other modules. Considering the non-functional requirements of aesthetics, security, maintainability and performance, a call center service management system based on Internet B / S architecture is proposed, and the database and business logic processing flow are designed according to the actual requirements. This paper mainly introduces the core class design and flow design of the browser side and server side of the modules such as team management, staff management, task management and number file management. After completing the design and implementation of the system, the paper takes the employee management module as an example to explain the testing process of the system. Further guarantee the software quality through system test. Finally, the paper summarizes the problems and experiences in the design and implementation of the system, further prospects for the future function enhancement of the system, and puts forward a new research direction.
【学位授予单位】：北京邮电大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：TP311.52

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