Design And Implementation Of Traffic Statistics System In Call Center

With the development of call center,the traffic statistics system has become an important part of call center.The traditional traffic statistics system generally only provides several kinds of fixed-format statistical report.There are deficiencies in portability,extensibility,maintainability and so on.Therefore,creating statistical report as users need becomes one of the hot spots in the research of traffic statistics system.In this report,one proposed solution is that generate statistical report based on XML according to the actual business needs of the traffic statistics system.By separating statistical patterns and report data to solve the problem of users’ demand changes unceasingly.Use B/S architecture and J2EE technology to implement system.The system has four layers:presentation layer,business logic layer,persistence layer and database layer,and each layer is independent of each other.Report generation module is a combination of XML and Extjs technology.By analyzing statistical report XML model get statistical patterns and report data.The client use Extjs related components to show the result of combination of both.The traffic statistics system based on XML can be according to user role configuration user permissions to view the system report and also be constructed to meet the needs of users in a flexible and intuitive way.Users can manage statistics reports which have been defined.This system provides quick and easy user operation guide to improve the working efficiency of the call center staff.