1. A test paper generation method is characterized by comprising the following steps:

acquiring a service quality portrait of an assessment object, wherein the service quality portrait at least comprises: job grade, service index requirement, service index proportion and service quality;

determining weak items of the assessment objects according to the service quality portrait;

and extracting questions aiming at the weak items according to a preset test paper generation rule, and generating the test paper of the examination object.

2. The method of claim 1, further comprising, prior to obtaining the quality of service representation of the assessment object:

and generating a service quality portrait of the assessment object.

3. The method of claim 2, wherein generating a quality of service representation of the assessment object comprises:

obtaining the service quality of the assessment object in the historical call quality inspection result;

determining a target model of the assessment object, wherein the target model is obtained based on the job level, the service index requirement and the service index proportion of the assessment object;

and obtaining a service quality portrait of the assessment object according to the service quality of the assessment object and the target model.

4. The method of claim 1, wherein extracting the question for the weak item according to a preset test paper generation rule, and generating the test paper of the assessment object comprises:

acquiring the preset test paper generation rule, wherein the preset test paper generation rule comprises at least one of the following rules: question type, difficulty degree, question content and score distribution;

extracting questions in a historical call and/or an existing knowledge base according to the preset test paper generation rule and the weak items;

and generating a test paper of the assessment object according to the question.

5. The method of claim 4, wherein the item of weakness comprises at least one of: dialect, voice attribute, appearance meter.

6. The method of any one of claims 1 to 5, further comprising, after generating the examination paper of the assessment object:

assessing the assessment objects based on a preset assessment mode, wherein the preset assessment mode comprises at least one of the following modes: outgoing calls, web pages, mobile voice.

7. A test paper generation device, comprising:

the acquisition module is used for acquiring a service quality portrait of the assessment object, wherein the service quality portrait at least comprises: job grade, service index requirement, service index proportion and service quality;

the determining module is used for determining a weak item of the assessment object according to the service quality portrait;

and the first generation module is used for extracting questions aiming at the weak items according to a preset test paper generation rule and generating test papers of the examination objects.

8. An intelligent examination system, characterized in that the system comprises a paper generating apparatus as claimed in claim 7.

9. A computer-readable storage medium, comprising a stored program, wherein when the program runs, the computer-readable storage medium controls a device to execute the test paper generation method according to any one of claims 1 to 6.

10. A processor, characterized in that the processor is configured to run a program, wherein the program is configured to execute the test paper generation method according to any one of claims 1 to 6 when running.

Background

The achievement of the customer service center is achieved by means of day-to-day efforts of team leaders and vast seat staff, under high-intensity emotional work, the staff are very required to continuously improve the service attitude and the service level, however, the management of the customer service center is highly flattened, the managers are generally young, and weak links and the capacity needing to be improved of each staff in the service process are difficult to notice. In addition, most training tests are based on quality inspection results of historical calls, which aspects of service items are found to be low in score during the call, and then traditional training tests are performed on all staff according to the aspects. The method cannot achieve targeted improvement on the capacity requirements of each seat under different post levels, only can be a one-sided training examination, and cannot truly enable each seat to rapidly reach the post requirement standard.

Aiming at the problems that the traditional customer service training examination can only be used for examining the abilities of most of people, and cannot automatically generate corresponding examination paper aiming at the weak link of each customer service, an effective solution is not provided at present.

Disclosure of Invention

The embodiment of the invention provides a test paper generation method, a test paper generation device and an intelligent test system, which at least solve the technical problems that the traditional customer service training test can only examine the capacity lacking in most personnel and cannot automatically generate corresponding examination paper aiming at the weak link of each customer service.

According to an aspect of an embodiment of the present invention, there is provided a test paper generation method, including: acquiring a service quality portrait of an assessment object, wherein the service quality portrait at least comprises: job grade, service index requirement, service index proportion and service quality; determining weak items of the assessment objects according to the service quality portrait; and extracting questions aiming at the weak items according to a preset test paper generation rule, and generating the test paper of the examination object.

Optionally, before obtaining the service quality representation of the assessment object, the method further includes: and generating a service quality portrait of the assessment object.

Optionally, generating a service quality representation of the assessment object comprises: obtaining the service quality of the assessment object in the historical call quality inspection result; determining a target model of the assessment object, wherein the target model is obtained based on the job level, the service index requirement and the service index proportion of the assessment object; and obtaining a service quality portrait of the assessment object according to the service quality of the assessment object and the target model.

Optionally, extracting the question for the weak item according to a preset test paper generation rule, and generating the test paper of the examination object, including: acquiring the preset test paper generation rule, wherein the preset test paper generation rule comprises at least one of the following rules: question type, difficulty degree, question content and score distribution; extracting questions in a historical call and/or an existing knowledge base according to the preset test paper generation rule and the weak items; and generating a test paper of the assessment object according to the question.

Optionally, the item of weakness comprises at least one of: dialect, voice attribute, appearance meter.

Optionally, after generating the examination paper of the assessment object, the method further includes: assessing the assessment objects based on a preset assessment mode, wherein the preset assessment mode comprises at least one of the following modes: outgoing calls, web pages, mobile voice.

According to another aspect of the embodiments of the present invention, there is also provided a test paper generating apparatus, including: the acquisition module is used for acquiring a service quality portrait of the assessment object, wherein the service quality portrait at least comprises: job grade, service index requirement, service index proportion and service quality; the determining module is used for determining a weak item of the assessment object according to the service quality portrait; and the first generation module is used for extracting questions aiming at the weak items according to a preset test paper generation rule and generating test papers of the examination objects.

According to another aspect of the embodiment of the present invention, an intelligent examination system is further provided, and the system includes the test paper generation device described in the above.

According to another aspect of the embodiment of the present invention, a computer-readable storage medium is further provided, where the computer-readable storage medium includes a stored program, and when the program runs, the apparatus where the computer-readable storage medium is located is controlled to execute the test paper generation method described in any one of the above.

According to another aspect of the embodiments of the present invention, there is also provided a processor, configured to execute a program, where the program executes the test paper generation method described in any one of the above.

In the embodiment of the invention, the service quality portrait of the assessment object is obtained, wherein the service quality portrait at least comprises: job grade, service index requirement, service index proportion and service quality; determining weak items of the assessment objects according to the service quality portrait; according to the preset examination paper generation rule, questions are extracted aiming at weak items, examination papers of the examination objects are generated, the examination papers are automatically generated aiming at the weak links according to the service quality images of the examination objects, the purpose that different examination papers are automatically generated according to different service quality images is achieved, and therefore the examination effect of thousands of people is achieved, and the traditional examination method is 1: the examination of N becomes 1: the technical effect of the examination of 1 is achieved, and the technical problems that the traditional customer service training examination can only be used for examining the abilities of most of people, and corresponding examination paper cannot be automatically generated according to the weak link of each customer service are solved.

Drawings

The accompanying drawings, which are included to provide a further understanding of the invention and are incorporated in and constitute a part of this application, illustrate embodiment(s) of the invention and together with the description serve to explain the invention without limiting the invention. In the drawings:

FIG. 1 is a flow chart of a test paper generation method according to an embodiment of the present invention;

FIG. 2 is a flow diagram of generating an agent quality of service representation according to an alternative embodiment of the present invention;

FIG. 3 is a flow diagram of the intelligent generation of assessment paper from an agent quality of service image according to an alternative embodiment of the present invention;

fig. 4 is a schematic diagram of a test paper generation apparatus according to an embodiment of the present invention.

Detailed Description

In order to make the technical solutions of the present invention better understood, the technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.

It should be noted that the terms "first," "second," and the like in the description and claims of the present invention and in the drawings described above are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It is to be understood that the data so used is interchangeable under appropriate circumstances such that the embodiments of the invention described herein are capable of operation in sequences other than those illustrated or described herein. Furthermore, the terms "comprises," "comprising," and "having," and any variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, system, article, or apparatus that comprises a list of steps or elements is not necessarily limited to those steps or elements expressly listed, but may include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus.

Example 1

In accordance with an embodiment of the present invention, there is provided an embodiment of a test paper generation method, it should be noted that the steps illustrated in the flowchart of the drawings may be performed in a computer system such as a set of computer executable instructions, and that while a logical order is illustrated in the flowchart, in some cases the steps illustrated or described may be performed in an order different than here.

Fig. 1 is a flowchart of a test paper generation method according to an embodiment of the present invention, and as shown in fig. 1, the test paper generation method includes the following steps:

step S102, obtaining a service quality portrait of an assessment object, wherein the service quality portrait at least comprises: job grade, service index requirement, service index proportion and service quality;

the job level is a job level of the assessment object and can be set according to a specific implementation scene, such as a first level, a second level, a third level and the like; the service index requirement is a service standard to be met by the assessment object, for example, the speed of speech reaches 120 words per minute; the service index proportion is the proportion of any service of the assessment objects in the services corresponding to all the service standards to be achieved; the quality of service is the satisfaction of the service of the assessment object, such as excellent, good, medium and poor. The specific contents of the job level, the service index requirement, the service index ratio and the service quality may be set according to the requirements of the application scenario.

Step S104, determining weak items of the assessment objects according to the service quality portrait;

the weak item of the assessment object is a link of the assessment object which is easy to make mistakes in the actual service process, for example, the language and the operation are weak, the voice attribute is weak, the appearance instrument is not in accordance with the specification, and the like; wherein, there is a gap between any weak term and the standard requirement, that is, the ability of the assessment object needs to be further improved.

And S106, extracting questions aiming at the weak items according to a preset test paper generation rule, and generating test papers of the examination objects.

It should be noted that the above embodiments may be applied to an intelligent training robot, that is, the intelligent training robot may perform and implement the above steps to automatically generate a test paper of an examination object.

Through the steps, the purpose that different examination papers are automatically generated according to different service quality images can be achieved by automatically generating the examination paper aiming at weak links according to the service quality images of the examination objects, so that the examination effect of thousands of people is realized, and the traditional examination effect is 1: the examination of N becomes 1: the technical effect of the examination of 1 is achieved, and the technical problems that the traditional customer service training examination can only be used for examining the abilities of most of people, and corresponding examination paper cannot be automatically generated according to the weak link of each customer service are solved.

Optionally, before obtaining the service quality representation of the assessment object, the method further includes: and generating a service quality portrait of the assessment object.

The service quality image of the assessment object includes a plurality of service quality image labels, such as job level, service index requirement, service index ratio, service quality, etc. Whether the service of the assessment object reaches the standard or is qualified can be judged through the service quality portrait of the assessment object.

Optionally, generating a service quality representation of the assessment object comprises: obtaining the service quality of an assessment object in the historical call quality inspection result; determining a target model of the assessment object, wherein the target model is obtained based on the job level, the service index requirement and the service index proportion of the assessment object; and obtaining a service quality portrait of the assessment object according to the service quality and the target model of the assessment object.

In the process of generating the service quality portrait of the assessment object, a target model of the assessment object can be constructed according to the job level, the service index requirement and the service index proportion of the assessment object, and the service quality portrait of the assessment object is generated by combining the service quality of the assessment object in the historical call quality inspection result. In the specific implementation process, the target model of each assessment object is different, and the service quality of the assessment object is also different, so that the service quality image of the assessment object obtained according to the service quality of the assessment object and the target model is also different, namely the service quality image of each assessment object has uniqueness and specificity. The embodiment can quickly and accurately generate the service quality portrait of the assessment object.

Optionally, the method includes extracting questions for the weak items according to a preset test paper generation rule, and generating test papers of the examination objects, including: acquiring a preset test paper generation rule, wherein the preset test paper generation rule comprises at least one of the following rules: question type, difficulty degree, question content and score distribution; extracting questions in a historical call and/or an existing knowledge base according to preset test paper generation rules and weak items; and generating a test paper of the examination object according to the question.

The preset test paper generation rules include, but are not limited to, question types, difficulty levels, question contents, score distributions, and the like, and any one or a combination of several preset test paper generation rules may be used. In a specific implementation process, a preset test paper generation rule and a weak item can be combined, topics are extracted from a historical call and/or an existing knowledge base, and test papers are generated according to the extracted topics. It should be noted that, because the weak items of each assessment object are different and the preset test paper generation rules are different, the examination paper can be associated with the assessment object only for different assessment objects, so that the examination paper is more targeted for the assessment objects, thousands of examination effects are realized, and the traditional 1: the examination of N becomes 1: 1.

Optionally, the item of weakness includes at least one of: dialect, voice attribute, appearance meter.

In the implementation process, the above weak items include, but are not limited to, dialogs, voice attributes, appearance meters, and the like, and can be added or deleted according to the actual application requirements.

Optionally, after generating the examination paper of the assessment object, the method further includes: the assessment objects are assessed based on a preset assessment mode, wherein the preset assessment mode comprises at least one of the following modes: outgoing calls, web pages, mobile voice.

The preset assessment modes include, but are not limited to, outgoing calls from a telephone, web pages, mobile voices and the like, and specifically, at least one of the preset assessment modes can be used for assessing the assessment objects. For example, after a test paper of the assessment object is generated, the assessment object can be assessed in a telephone outgoing call mode, can be assessed in a webpage mode, and can be assessed in a mobile voice mode. It should be noted that the preset assessment mode can be completed on a phone, a computer, a smart phone, a tablet and other devices. The flexibility of the assessment mode can be greatly improved through the implementation mode.

An alternative embodiment of the invention is described in detail below.

Aiming at the problems that in the prior art, only automatic scoring of customer service quality is carried out, and an examination paper cannot be intelligently generated aiming at the weak link of each agent, the method aims at specially improving the weak link of the agent. The optional embodiment of the invention provides a test paper generation method, namely, a service quality portrait is automatically constructed by combining the job level and the post requirement of an agent based on the scoring result of customer service quality, so that the weak link of each agent is pertinently and intelligently examined, the service level is improved, and the examination mode realizes the examination paper examination of 1: 1. The method comprises two parts of generating an agent service quality portrait and intelligently generating an examination paper according to the agent service quality portrait, and the specific implementation process is as follows:

fig. 2 is a flow chart of generating an agent service quality representation according to an alternative embodiment of the present invention, and as shown in fig. 2, the method is implemented by the following steps:

1. firstly, objective evaluation is obtained on the service quality of each seat according to the historical call quality inspection result.

2. And performing data modeling according to the position of the seat, the service index requirement and the occupation ratio of each service index.

3. And obtaining a service quality portrait of each agent according to the data model, wherein one agent can have a plurality of service quality portrait labels, and if the confidence coefficient of the service attitude difference is 0.8, the confidence coefficient of the unnormalized expression is 0.5.

The confidence coefficient is the number of violations/the number of violations, i.e., the proportion of violations, for example, the number of service attitude differences is 80, the total number of violations is 100, and the proportion of service attitude is 10%, then the confidence coefficient of service attitude differences is 80/100 × 10%, and 0.08.

It should be noted that, from the perspective of the management practice of the customer service center, employees of different job levels have different management emphasis points, and thus, the requirements for the service quality are also different around the management emphasis points of different job levels, for example, the service satisfaction of "job level one" may be required to reach more than 80%, and the requirement of "job level two" may reach more than 90%, which requires the data analysis by using a mathematical modeling method. In addition, the historical call service quality of each customer service can be output by means of a quality inspection function, and then whether the service quality reaches the standard or not is automatically output by combining various service indexes such as the job level and the post requirement of each seat, which indexes do not reach the standard are provided, how large the difference is from the requirement is provided, and the like, so that which service capacity of each seat is required to be improved is reminded.

Fig. 3 is a flowchart of intelligently generating examination paper according to the agent service quality image according to an alternative embodiment of the present invention, and as shown in fig. 3, the method for intelligently generating examination paper includes the following specific implementation steps:

1. and obtaining the assessment objects, service quality images of the assessment objects, assessment modes and test paper generation rules.

2. According to the job level of the assessment object, the corresponding index requirements and the service quality in the period, determining the capacity items needing to be strengthened, and analyzing the difference between the capacity items and the target value, wherein at least the improvement of each index in the assessment is realized.

3. After the capacity of each seat needing to be improved is determined, questions are randomly extracted from a historical call or an existing knowledge base according to a test paper generation rule (the test paper generation rule comprises a question type setting, a difficulty level setting, a certain service index proportion and the like), and corresponding test paper contents of thousands of people and thousands of faces are generated. When the test paper is generated, different test paper contents are generated according to the weakness degree of each seat, for example, if the seat is weak, some dialogs which are strict to standard dialogs in the generated test paper are required.

4. And performing assessment according to the extracted preset assessment modes, wherein the assessment modes include but are not limited to telephone outbound, webpage, mobile terminal voice and the like.

It should be noted that, the weak types of the seat can be divided according to the proportion of the set quality inspection results, such as weak dialogues, weak voice attributes, and appearance instrument not meeting the specifications, and some problems in the historical calls can be selected from the historical calls as examination key points to be recombined into examination papers to be sent to all or a certain seat group for examination and training again, so as to improve the service level of the seat. Different test paper contents can be generated according to the weakness degree of each seat when the test paper is issued, if the seat with weak dialogues needs to generate the test paper with more strict standard dialogues, so that the test effect of thousands of people is realized, and the traditional test method is 1: the examination of N becomes 1: 1.

Example 2

According to another aspect of the embodiments of the present invention, there is also provided a test paper generating apparatus, and fig. 4 is a schematic diagram of the test paper generating apparatus according to the embodiments of the present invention, as shown in fig. 4, the test paper generating apparatus includes: an acquisition module 42, a determination module 44 and a first generation module 46. The test paper generation apparatus will be described in detail below.

An obtaining module 42, configured to obtain a service quality representation of the assessment object, where the service quality representation at least includes: job grade, service index requirement, service index proportion and service quality; a determining module 44 connected to the acquiring module 42 for determining the weak items of the examination object according to the service quality portrait; and the first generating module 46 is connected to the determining module 44, and is configured to extract questions for the weak items according to a preset test paper generating rule, and generate test papers of the examination objects.

It should be noted that the above modules may be implemented by software or hardware, for example, for the latter, the following may be implemented: the modules can be located in the same processor; and/or the modules are located in different processors in any combination.

In the above embodiment, the examination paper generation device can automatically generate examination paper according to the service quality image of the examination object and aiming at the weak link, so as to achieve the purpose of automatically generating different examination paper according to different service quality images, thereby realizing the effect of examination of thousands of people, and enabling the traditional examination to be 1: the examination of N becomes 1: the technical effect of the examination of 1 is achieved, and the technical problems that the traditional customer service training examination can only be used for examining the abilities of most of people, and corresponding examination paper cannot be automatically generated according to the weak link of each customer service are solved.

It should be noted here that the above-mentioned obtaining module 42, determining module 44 and first generating module 46 correspond to steps S102 to S106 in embodiment 1, and the above-mentioned modules are the same as the examples and application scenarios realized by the corresponding steps, but are not limited to what is disclosed in embodiment 1 above.

Optionally, the apparatus further comprises: and the second generation module is used for generating the service quality portrait of the assessment object before the service quality portrait of the assessment object is obtained.

Optionally, the second generating module includes: the first acquisition unit is used for acquiring the service quality of the assessment object in the historical call quality inspection result; the system comprises a determining unit, a judging unit and a judging unit, wherein the determining unit is used for determining a target model of an assessment object, and the target model is obtained based on the job level, the service index requirement and the service index proportion of the assessment object; and the obtaining unit is used for obtaining the service quality portrait of the assessment object according to the service quality and the target model of the assessment object.

Optionally, the first generating module 46 includes: a second obtaining unit, configured to obtain a preset test paper generation rule, where the preset test paper generation rule includes at least one of: question type, difficulty degree, question content and score distribution; the extraction unit is used for extracting questions in the historical calls and/or the existing knowledge base according to preset test paper generation rules and weak items; and the generating unit is used for generating a test paper of the examination object according to the question.

Optionally, the item of weakness includes at least one of: dialect, voice attribute, appearance meter.

Optionally, the apparatus further comprises: the examination module is used for examining the examination objects based on a preset examination mode after examination papers of the examination objects are generated, wherein the preset examination mode comprises at least one of the following modes: outgoing calls, web pages, mobile voice.

Example 3

According to another aspect of the embodiment of the invention, an intelligent examination system is further provided, and the system comprises the test paper generation device.

Example 4

According to another aspect of the embodiments of the present invention, there is also provided a computer-readable storage medium, where the computer-readable storage medium includes a stored program, and when the program runs, the apparatus on which the computer-readable storage medium is located is controlled to execute the test paper generation method of any one of the above.

Optionally, in this embodiment, the computer-readable storage medium may be located in any one of a group of computer terminals in a computer network and/or in any one of a group of mobile terminals, and the computer-readable storage medium includes a stored program.

Optionally, the program when executed controls an apparatus in which the computer-readable storage medium is located to perform the following functions: acquiring a service quality portrait of an assessment object, wherein the service quality portrait at least comprises: job grade, service index requirement, service index proportion and service quality; determining weak items of the assessment objects according to the service quality portrait; and extracting questions aiming at weak items according to a preset test paper generation rule to generate test papers of the examination objects.

Optionally, before obtaining the service quality representation of the assessment object, the method further includes: and generating a service quality portrait of the assessment object.

Optionally, generating a service quality representation of the assessment object comprises: obtaining the service quality of an assessment object in the historical call quality inspection result; determining a target model of the assessment object, wherein the target model is obtained based on the job level, the service index requirement and the service index proportion of the assessment object; and obtaining a service quality portrait of the assessment object according to the service quality and the target model of the assessment object.

Optionally, the method includes extracting questions for the weak items according to a preset test paper generation rule, and generating test papers of the examination objects, including: acquiring a preset test paper generation rule, wherein the preset test paper generation rule comprises at least one of the following rules: question type, difficulty degree, question content and score distribution; extracting questions in a historical call and/or an existing knowledge base according to preset test paper generation rules and weak items; and generating a test paper of the examination object according to the question.

Optionally, the item of weakness includes at least one of: dialect, voice attribute, appearance meter.

Optionally, after generating the examination paper of the assessment object, the method further includes: the assessment objects are assessed based on a preset assessment mode, wherein the preset assessment mode comprises at least one of the following modes: outgoing calls, web pages, mobile voice.

Example 5

According to another aspect of the embodiments of the present invention, there is also provided a processor, configured to execute a program, where the program executes the test paper generation method of any one of the above.

The embodiment of the invention provides equipment, which comprises a processor, a memory and a program which is stored on the memory and can run on the processor, wherein the processor executes the program and realizes the following steps: acquiring a service quality portrait of an assessment object, wherein the service quality portrait at least comprises: job grade, service index requirement, service index proportion and service quality; determining weak items of the assessment objects according to the service quality portrait; and extracting questions aiming at weak items according to a preset test paper generation rule to generate test papers of the examination objects.

Optionally, before obtaining the service quality representation of the assessment object, the method further includes: and generating a service quality portrait of the assessment object.

Optionally, generating a service quality representation of the assessment object comprises: obtaining the service quality of an assessment object in the historical call quality inspection result; determining a target model of the assessment object, wherein the target model is obtained based on the job level, the service index requirement and the service index proportion of the assessment object; and obtaining a service quality portrait of the assessment object according to the service quality and the target model of the assessment object.

Optionally, the method includes extracting questions for the weak items according to a preset test paper generation rule, and generating test papers of the examination objects, including: acquiring a preset test paper generation rule, wherein the preset test paper generation rule comprises at least one of the following rules: question type, difficulty degree, question content and score distribution; extracting questions in a historical call and/or an existing knowledge base according to preset test paper generation rules and weak items; and generating a test paper of the examination object according to the question.

Optionally, the item of weakness includes at least one of: dialect, voice attribute, appearance meter.

Optionally, after generating the examination paper of the assessment object, the method further includes: the assessment objects are assessed based on a preset assessment mode, wherein the preset assessment mode comprises at least one of the following modes: outgoing calls, web pages, mobile voice.

The invention also provides a computer program product adapted to perform a program for initializing the following method steps when executed on a data processing device: acquiring a service quality portrait of an assessment object, wherein the service quality portrait at least comprises: job grade, service index requirement, service index proportion and service quality; determining weak items of the assessment objects according to the service quality portrait; and extracting questions aiming at weak items according to a preset test paper generation rule to generate test papers of the examination objects.

Optionally, before obtaining the service quality representation of the assessment object, the method further includes: and generating a service quality portrait of the assessment object.

Optionally, generating a service quality representation of the assessment object comprises: obtaining the service quality of an assessment object in the historical call quality inspection result; determining a target model of the assessment object, wherein the target model is obtained based on the job level, the service index requirement and the service index proportion of the assessment object; and obtaining a service quality portrait of the assessment object according to the service quality and the target model of the assessment object.

Optionally, the method includes extracting questions for the weak items according to a preset test paper generation rule, and generating test papers of the examination objects, including: acquiring a preset test paper generation rule, wherein the preset test paper generation rule comprises at least one of the following rules: question type, difficulty degree, question content and score distribution; extracting questions in a historical call and/or an existing knowledge base according to preset test paper generation rules and weak items; and generating a test paper of the examination object according to the question.

Optionally, the item of weakness includes at least one of: dialect, voice attribute, appearance meter.

Optionally, after generating the examination paper of the assessment object, the method further includes: the assessment objects are assessed based on a preset assessment mode, wherein the preset assessment mode comprises at least one of the following modes: outgoing calls, web pages, mobile voice.

The above-mentioned serial numbers of the embodiments of the present invention are merely for description and do not represent the merits of the embodiments.

In the above embodiments of the present invention, the descriptions of the respective embodiments have respective emphasis, and for parts that are not described in detail in a certain embodiment, reference may be made to related descriptions of other embodiments.

In the embodiments provided in the present application, it should be understood that the disclosed technology can be implemented in other ways. The above-described embodiments of the apparatus are merely illustrative, and for example, the division of the units may be a logical division, and in actual implementation, there may be another division, for example, multiple units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, units or modules, and may be in an electrical or other form.

The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.

In addition, functional units in the embodiments of the present invention may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, and can also be realized in a form of a software functional unit.

The integrated unit, if implemented in the form of a software functional unit and sold or used as a stand-alone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present invention may be embodied in the form of a software product, which is stored in a storage medium and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method according to the embodiments of the present invention. And the aforementioned storage medium includes: a U-disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a removable hard disk, a magnetic or optical disk, and other various media capable of storing program codes.

The foregoing is only a preferred embodiment of the present invention, and it should be noted that, for those skilled in the art, various modifications and decorations can be made without departing from the principle of the present invention, and these modifications and decorations should also be regarded as the protection scope of the present invention.