SYSTEM FOR MANAGING USER 'S DEGREE OF SATISFACTION AND METHOD FOR SAME TO CONDUCT CALL MANAGEMENT

摘要

Disclosed are a system for managing the user s degree of satisfaction and a method for same to conduct call management. The method comprises: acquiring a detection message for an abnormal call between an agent of a call centre and a user , which is detected by a core network side; extracting a failure reason code carried in the detection message , and judging the type of this abnormal call according to the failure reason code; and based on the type of the abnormal call and a preset callback policy , judging whether the call centre side needs callback , and if yes, telling the call centre to initiate a call to the user. While not affecting the original call function and flow of a call system, the method described in the present invention superposes the system for managing user s degree of satisfaction on a system of the call centre and enables reasonable callback in respect of a call interruption not caused by a user by completing the extraction , analysis, etc. of the reasons for the abnormal call by means of the system for managing user s degree of satisfaction , thereby well solving the problem that the user s service degree of satisfaction is reduced.