CN115470256A - System and method for managing, tracing and checking trace data - Google Patents

Abstract

The application relates to a trace data management, tracing and inspection system, wherein the system comprises: the trace data acquisition module and the trace data management module, wherein, the trace data acquisition module that stays for gathering each terminal equipment's trace data that stays, the trace data that stays produces in the on-line service communication process, include: terminal resource data and IM software data; and the trace data management module is used for acquiring trace data and processing the trace data to generate a multi-dimensional trace database, wherein each item of trace data is stored in the multi-dimensional trace database according to a mesh relation structure, and the logic association relation among each item of trace data is defined in the mesh relation structure in an aggregation manner. Through the method and the system, the problem that a compliance system in the related technology is difficult to efficiently and completely reflect the communication condition of the client is solved, and the system can completely and conveniently display the whole event record from multiple dimensions, so that the information in the communication process is displayed more comprehensively, and the query and the audit of the user are facilitated.

Description

A trace data management, traceability, audit system and method

technical field

This application relates to the field of trace data processing, in particular to a trace data management, traceability, auditing system and method.

Background technique

The securities regulatory department requires service agencies in the securities industry to record the information in the process of communicating with customers when conducting business. This information is also called trace data. The trace data can include telephone recordings, APP chat records, etc. on the terminal or system.

In the related technology, the trace data is recorded by collecting telephone recordings and APP chat records from different communication devices, and compliance inspection is performed based on these trace data. In this way, all trace data are isolated and scattered, it is difficult to reflect the complete customer communication situation, and the data collection method is single and the data integrity is poor. The inquiry process of the supervisory department is not only complicated and difficult, but also difficult to obtain the actual situation comprehensively, and then accurately determine whether the service organization (personnel) has violations.

Contents of the invention

The embodiment of the present application provides a trace data management, traceability, and audit system, method, electronic device and storage medium, so as to at least solve the problem that the trace data management system in the related technology is difficult to meet the audit requirements of the supervision department conveniently and efficiently.

In the first aspect, the embodiment of the present application provides a trace data management, traceability and inspection system, the system includes: a trace data collection module and a trace data management module, wherein;

The trace data collection module is used to collect trace data of each terminal device, wherein the trace data is generated during online service communication, including: terminal resource data and IM software data;

The trace data management module is used to obtain the trace data, and process it to generate a multi-dimensional trace database, wherein, in the multi-dimensional trace database, items are stored according to a network relationship structure. For trace data, the aggregation defines the logical association relationship between various trace data in the network relationship structure.

In some of these embodiments, the trace data collection module includes: a terminal resource data collection module, and an IM software data collection module, wherein;

The terminal resource data collection module is used to collect the terminal resource data, wherein the terminal resource data includes: call records, address book, short message records, location records, terminal identification and terminal IP;

The IM software data collection module is used to collect the IM software data, wherein the IM software data is chat records generated by instant messaging software, and the chat records include: text, voice, pictures and videos.

In some of these embodiments, the trace data collection module also includes an encryption module, wherein:

The encryption module is configured to encrypt the trace data, and send the encrypted trace data to a third-party trusted platform for certificate storage.

In some of these embodiments, the trace data management module includes a data processing module and a data storage module, wherein;

The data processing module acquires the attribute information corresponding to each trace data, and discovers and mines logical association information between each trace data based on the attribute information, wherein the attribute information includes: time information, user information , event information, location information, terminal information, behavior information, custom label information, and keyword information,

And, according to the attribute information, classify and attribute the trace data;

The data storage module is configured to construct a network structure according to the logical association information, and store the trace data after the classification and attribution in the trace database according to the network structure.

In some of these embodiments, the data processing module is also used for:

Based on the attribute information, restore the trace data records related to any user in the time dimension, and the trace data records include: the trace data generated by the user itself and the traces that have a logical relationship with the user data.

In some of these embodiments, the trace data management module further includes a query module, wherein the query module is used for:

receiving the query statement input by the user, and according to the query statement, obtaining the corresponding trace data in the multi-dimensional trace database, and returning it to the user terminal,

Wherein, the query statement is generated based on at least one set of attribute information, including: time dimension query statement, user dimension query statement, event dimension query statement, location dimension query statement, terminal dimension query statement, behavior dimension query statement, label dimension query statement A combination of one or more of keyword dimension query statements.

In some of these embodiments, the system also includes a key information recording module, and the key information recording module is used for:

Obtain the key information record based on the keyword dimension query statement, and generate an audit file based on the key information record, wherein the key information record is a data record that violates regulations in the communication process of the online service industry, and the audit file serves as Judgment basis for violations.

In the second aspect, the embodiment of the present application provides a method for management, traceability and inspection of trace data, the method includes:

Collect trace data of each terminal device, wherein the trace data is generated during online service communication, including: terminal resource data and IM software data;

Obtain the trace data, and process it to generate a multi-dimensional trace database, wherein, in the multi-dimensional trace database, store various trace data according to a network structure, and in the network relationship structure Aggregation defines the logical relationship between various trace data.

In a third aspect, the embodiment of the present application provides a computer device, including a memory, a processor, and a computer program stored on the memory and operable on the processor. When the processor executes the computer program, Implement the method as described in the second aspect above.

In a fourth aspect, an embodiment of the present application provides a computer-readable storage medium, on which a computer program is stored, and when the program is executed by a processor, the method described in the above-mentioned second aspect is implemented.

Compared with related technologies, the trace data management, traceability and inspection system provided by the embodiment of the present application includes: a trace data collection module and a trace data management module, wherein the trace data collection module is used to collect data from each terminal device The trace data, wherein the trace data is generated during the online service communication process, including: terminal resource data and IM software data; the trace data management module is used to obtain the trace data and process it to generate multiple Dimensional trace database, in the multi-dimensional trace database, each trace data is saved according to the network relationship structure, and the logical association relationship between each trace data is aggregated and defined in the network relationship structure. Through this system, the problem that the compliance system in related technologies is difficult to efficiently and completely reflect the communication situation of customers is solved. This system can display the entire event record in a complete and convenient manner from multiple dimensions, so as to more comprehensively display the information in the communication process, which is convenient User inquiries and audits.

Description of drawings

The drawings described here are used to provide a further understanding of the application and constitute a part of the application. The schematic embodiments and descriptions of the application are used to explain the application and do not constitute an improper limitation to the application. In the attached picture:

Fig. 1 is a structural block diagram of a trace data management, traceability and inspection system according to an embodiment of the present application;

Fig. 2 is a flow chart of a trace data management, traceability and inspection method according to an embodiment of the present application;

Fig. 3 is a schematic diagram of an internal structure of an electronic device according to an embodiment of the present application.

detailed description

In order to make the purpose, technical solutions and advantages of the present application clearer, the present application will be described and illustrated below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described here are only used to explain the present application, and are not intended to limit the present application. Based on the embodiments provided in the present application, all other embodiments obtained by persons of ordinary skill in the art without creative efforts shall fall within the protection scope of the present application.

Obviously, the accompanying drawings in the following description are only some examples or embodiments of the present application, and those skilled in the art can also apply the present application to other similar scenarios. In addition, it can also be understood that although such development efforts may be complex and lengthy, for those of ordinary skill in the art relevant to the content disclosed in this application, the technology disclosed in this application Some design, manufacturing or production changes based on the content are just conventional technical means, and should not be understood as insufficient content disclosed in this application.

Reference in this application to an "embodiment" means that a particular feature, structure, or characteristic described in connection with the embodiment can be included in at least one embodiment of the present application. The occurrences of this phrase in various places in the specification are not necessarily all referring to the same embodiment, nor are separate or alternative embodiments mutually exclusive of other embodiments. It is understood explicitly and implicitly by those of ordinary skill in the art that the embodiments described in this application can be combined with other embodiments without conflict.

Unless otherwise defined, the technical terms or scientific terms involved in the application shall have the usual meanings understood by those with ordinary skill in the technical field to which the application belongs. Words such as "a", "an", "an" and "the" involved in this application do not indicate a limitation on quantity, and may indicate singular or plural numbers. The terms "comprising", "comprising", "having" and any variations thereof involved in this application are intended to cover non-exclusive inclusion; for example, a process, method, system, product or process that includes a series of steps or modules (units). The apparatus is not limited to the listed steps or units, but may further include steps or units not listed, or may further include other steps or units inherent to the process, method, product or apparatus. The words "connected", "connected", "coupled" and similar words mentioned in this application are not limited to physical or mechanical connection, but may include electrical connection, no matter it is direct or indirect. The "plurality" involved in this application refers to two or more than two. "And/or" describes the association relationship of associated objects, indicating that there may be three types of relationships. For example, "A and/or B" may indicate: A exists alone, A and B exist simultaneously, and B exists independently. The character "/" generally indicates that the contextual objects are an "or" relationship. The terms "first", "second", "third" and the like involved in this application are only used to distinguish similar objects, and do not represent a specific ordering of objects.

Fig. 1 is a structural block diagram of a trace data management, traceability and inspection system according to an embodiment of the present application. As shown in Fig. 1, the system includes: a trace data collection module 10 and a trace data management module 11, wherein;

The trace data collection module 10 is used to collect trace data of each terminal device, wherein the trace data is generated during online service communication, including: terminal resource data and IM software data;

It should be noted that when online service organizations in industries such as securities, finance, e-commerce, and education and training conduct business, they will generate various records in the process of communicating with customers. Such records are called traces in this embodiment. data.

Specifically, the trace data may be the terminal resource data used by service agency personnel, including but not limited to: telephone recordings communicated with customers, address books, SMS records, GPS positioning information, terminal unique identifiers and terminal ID addresses Wait;

It can be understood that the trace data collection module collects and obtains the above data from the terminal equipment, and the terminal equipment can be a mobile phone, a PC computer, or other customized communication equipment, etc.;

The trace data can also be IM software data, which includes but is not limited to: software chat records in the process of communicating with customers, including: voice, text, pictures and videos. It should be further explained that the above-mentioned IM software is instant messaging software, which may be common WeChat, QQ and Enterprise WeChat, etc., or other communication software customized by a third party.

The left trace data management module 11 is used to obtain the left trace data and process it to generate a multi-dimensional trace database. Aggregation in the relational structure defines the logical relationship between various trace data.

In this embodiment, after the acquisition module acquires a number of trace data, the trace management module is mainly used to process these data, and save the processed data in the multi-dimensional trace database according to the network structure .

There are many ways to process the trace data, including data cleaning, data processing, data extraction, data conversion and data calculation, etc. Specifically:

Data processing can be simple EXCEL processing, or use big data analysis, combined with algorithm models and other technologies for large-scale data processing; data extraction refers to the integration and processing of existing fields in the database, so that the analysis needs can be formed Data; data conversion refers to converting data into a standardized, clear, and easy-to-analyze structure, which is further divided into structure conversion, row-column conversion, and logic conversion. Data calculation refers to the continuous processing of data as needed in order to obtain intuitive and analytical decision-making data. Classification and attribution, that is, to divide the above-mentioned processed data into different categories according to different classifications.

In this embodiment, the purpose of using the above method to process the trace data is to classify and attribute these trace data according to multiple dimensions such as user, time, and location, and to further mine and obtain the association between these data. In this way, a network structure relationship that can fully reflect the relationship of the trace data is constructed, and a multi-dimensional trace database is built based on the network relationship structure.

Furthermore, the trace data management module, based on the above-mentioned specific network relationship structure, can also take the user as the object and restore all relevant record information of the user with the timeline as the dimension, which includes information generated by the user himself , which also contains information about objects associated with the user and information that affects the user.

Compared with the prior art, this system has the following beneficial effects:

1. The trace data of the existing technology are scattered in various independent systems, but in reality, the data generated by users is based on multi-system terminals, and the terminals of each system form an information island, and it is impossible to comprehensively use the complete path to restore a user's behavior. The present invention can collect user data of various system terminals, and can more comprehensively restore user record information as more data terminals are connected.

2. Through the technical solution provided by this application, it is possible to restore a variety of recorded information of a user with a human timeline, and the user's association affects the corresponding records of the information, making the information more comprehensive.

In some of these embodiments, since the trace data comes from a variety of different hardware and software carriers, in order to facilitate subsequent data processing, in this embodiment, the trace data management module separately collects data through different sub-modules, leaving The trace data collection module includes: terminal resource data collection module, IM software data collection module, wherein;

The terminal resource data collection module is used to collect terminal resource data, wherein the terminal resource data includes: call records, address book, SMS records, location records, terminal identification and terminal IP, etc.;

The IM software data collection module is used to collect IM software data, wherein the IM software data is the chat records of the instant messaging software, and the chat records include text, voice, pictures and videos.

In some of these embodiments, in order to prevent the trace data from being unilaterally tampered with, the trace data collection module further includes an encryption module, wherein the encryption module is used to: encrypt the collected trace data, and encrypt the encrypted The trace data is uploaded to a third-party trusted platform for evidence storage.

If data abnormalities occur later, the risk data can be compared with the backup data stored in the third-party trusted platform to verify whether the data has been tampered with.

It should be noted that in this embodiment, the third-party trusted platform for storing backup data may be cloud computing storage platforms such as Alibaba Cloud and Baidu Cloud, which is not specifically limited in this embodiment. Further, the encrypted data The method can adopt a conventional symmetric or asymmetric encryption method, and it can also be flexibly selected in this embodiment.

In addition, in consideration of improving the overall security of the system, in this system, the collection, transmission, local storage and use of trace data should be encrypted, so as to ensure the security of user data to a greater extent. Of course, this encryption method can also be selected flexibly, which will not be repeated in this embodiment.

In some of these embodiments, the trace data management module includes a data processing module and a data storage module, wherein;

The data processing module obtains the attribute information corresponding to each trace data, and discovers and mines the logical association information of each trace data based on the attribute information. Among them, the attribute information includes: time information, user information, event information, location information, terminal Information, behavior information, custom label information, and keyword information, and classify and attribute various trace data according to attribute information;

The data storage module is used to construct a network structure according to the logical association information, and store the trace data after classification and attribution in the trace database according to the network structure.

Among them, for example: an employee may have communication records with multiple customers, a customer may also have communication records with multiple employees, and multiple events will be related and affect each other during the occurrence of an event. Therefore, it is necessary to discover the association relationship between various data elements, and form a network relationship structure based on this association relationship. The trace data management system provided in this embodiment will record, aggregate and define the logical relationship of data elements, extract data feature values, label behavior data, and finally build a system that can reflect the relationship between data and support data from various A multi-dimensional trace database for dimensional queries.

In addition, the trace data management module also includes a query module, wherein the query module is used to: receive the query statement input by the user, and according to the query statement, obtain the corresponding trace data in the multi-dimensional trace database, and return it to user terminal,

Among them, the query statement is generated based on at least one set of attribute information, including: time dimension query statement, user dimension query statement, event dimension query statement, location dimension query statement, terminal dimension query statement, behavior dimension query statement, label dimension query statement and key One or more combinations of word dimension query statements. Wherein, the above-mentioned user dimension query statement may be a query statement for a certain user or a certain group of users with a special identifier. Specifically, the special identifier may be generated based on the inherent attributes of the data, or it may be customized by the operation and maintenance personnel.

Further, through the above-mentioned embodiments, users can not only query and obtain corresponding trace data from one dimension, for example, obtain all trace records of a user; they can also query and obtain corresponding trace data from multiple dimensions, for example, a The records left by users in a certain period of time (for example, the third quarter).

Through this system, it is supported to query a certain or associated user and its associated user and related record information from multiple dimensions, so that it is more convenient and efficient to understand the time, place, person, reason, and process of an event. , results, etc.

Specifically: the system can restore all relevant record information of the user according to the user as the object and the timeline as the dimension, which includes the information generated by the user himself, the objects associated with the user, and the information that affects the user Record;

Of course, the timeline can also be used as a dimension to restore the scene of what happened to a certain user during this period.

You can also check the trace information based on information such as character relationship, time, events, and keywords, quickly find out the time and events before and after a certain event, and restore the process of a certain event at that time.

In some of these embodiments, the system also includes a key information recording module, and the key information recording module is used for:

Obtain key information records based on keyword dimension query statements, and generate audit files based on key information records. Among them, the key information records data records of interactive communication violations in the online service industry. The online service industry can be but not limited to securities, finance, and e-commerce. , education and training industries.

Audit files are used to judge violations. For example, in the securities industry, an employee over-promises customers during telephone communication, resulting in the loss of customer funds. Later, a complaint occurs. The recording of the phone call is used as evidence of employee violations.

In some embodiments, the present application also provides a method for trace data management, traceability and auditing. FIG. 2 is a flow chart of a traceable data management, traceability and audit method according to an embodiment of the present application, as shown in FIG. 2 As shown, the method includes the following steps:

S201. Collect trace data of each terminal device, wherein the trace data is generated during online service communication, including: terminal resource data and IM software data;

Specifically, the trace data may be terminal resource data used by service agency personnel, including but not limited to: telephone recordings communicated with customers, address books, SMS records, GPS positioning information, terminal unique identifiers, and terminal IP addresses etc.; it can be understood that the trace data collection module collects the above-mentioned data from the terminal device, which can be the user's mobile phone, PC computer, or other customized communication devices, etc.;

The trace data can also be IM software data, which includes but is not limited to: software chat records in the process of communicating with customers, including: voice, text, pictures and videos. It should be further explained that the above-mentioned Im software is an instant messaging software, which may be common WeChat, QQ, and Enterprise WeChat, etc., or other communication software customized by a third party.

S202, acquire trace data, and process it to generate a multi-dimensional trace database, wherein, in the multi-dimensional trace database, various trace data are stored according to a network structure, and each item is aggregated and defined in the network relationship structure Logical associations between trace data.

In this embodiment, various methods can be used for processing the trace data, including data cleaning, data processing, data extraction, data conversion, and data calculation. The purpose of processing the trace data in the above-mentioned manner is to: Classify and attribute these trace data in multiple dimensions such as user, time, and location, and further mine and obtain the association relationship between these data, so as to construct a network structure that can fully reflect the relationship of trace data, and based on this A network-like relational structure builds a multi-dimensional trace database.

In one embodiment, a computer device is provided, and the computer device may be a terminal. The computer device includes a processor, a memory, a network interface, a display screen and an input device connected through a system bus. Wherein, the processor of the computer device is used to provide calculation and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system and computer programs. The internal memory provides an environment for the operation of the operating system and computer programs in the non-volatile storage medium. The network interface of the computer device is used to communicate with an external terminal via a network connection. When the computer program is executed by the processor, a management and compliance inspection method of trace data is realized. The display screen of the computer device may be a liquid crystal display screen or an electronic ink display screen, and the input device of the computer device may be a touch layer covered on the display screen, or a button, a trackball or a touch pad provided on the casing of the computer device , and can also be an external keyboard, touchpad, or mouse.

In one embodiment, FIG. 3 is a schematic diagram of the internal structure of an electronic device according to an embodiment of the present application. As shown in FIG. shown. The electronic device includes a processor connected through an internal bus, a network interface, an internal memory and a non-volatile memory, wherein the non-volatile memory stores an operating system, a computer program and a database. The processor is used to provide computing and control capabilities, the network interface is used to communicate with external terminals through a network connection, and the internal memory is used to provide an environment for the operation of the operating system and computer programs. When the computer program is executed by the processor, a trace is realized. Data management and compliance audit methods, the database is used to store data.

Those skilled in the art can understand that the structure shown in Figure 3 is only a block diagram of a part of the structure related to the solution of this application, and does not constitute a limitation on the electronic equipment to which the solution of this application is applied. The specific electronic equipment can be More or fewer components than shown in the figures may be included, or some components may be combined, or have a different arrangement of components.

Those of ordinary skill in the art can understand that all or part of the processes in the methods of the above embodiments can be realized by instructing related hardware through a computer program, and the computer program can be stored in a non-volatile computer-readable storage medium , when the computer program is executed, it may include the procedures of the embodiments of the above-mentioned methods. Wherein, any references to memory, storage, database or other media used in the various embodiments provided in the present application may include non-volatile and/or volatile memory. Nonvolatile memory can include read only memory (ROM), programmable ROM (PROM), electrically programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM), or flash memory. Volatile memory can include random access memory (RAM) or external cache memory. By way of illustration and not limitation, RAM is available in many forms such as Static RAM (SRAM), Dynamic RAM (DRAM), Synchronous DRAM (SDRAM), Double Data Rate SDRAM (DDRSDRAM), Enhanced SDRAM (ESDRAM), Synchronous Chain Synchlink DRAM (SLDRAM), memory bus (Rambus) direct RAM (RDRAM), direct memory bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM), etc.

The above examples only express several implementation modes of the present application, and the description thereof is relatively specific and detailed, but should not be construed as limiting the scope of the patent for the invention. It should be noted that those skilled in the art can make several modifications and improvements without departing from the concept of the present application, and these all belong to the protection scope of the present application. Therefore, the scope of protection of the patent application should be based on the appended claims.

Claims (10)

1. A trace data management, traceability and auditing system, the system comprising: the device comprises a trace data acquisition module and a trace data management module, wherein the trace data acquisition module is used for acquiring trace data;

the trace data acquisition module is used for acquiring trace data of each terminal device, wherein the trace data is generated in the online service communication process and comprises the following steps: terminal resource data and IM software data;

the trace data management module is used for acquiring the trace data and processing the trace data to generate a multi-dimensional trace database, wherein each item of trace data is stored in the multi-dimensional trace database according to a mesh relation structure, and the logic association relation among each item of trace data is defined in the mesh relation structure in an aggregation manner.

2. The system of claim 1, wherein the scar data collection module comprises: the terminal comprises a terminal resource data acquisition module and an IM software data acquisition module, wherein the terminal resource data acquisition module comprises a terminal resource data acquisition module and an IM software data acquisition module;

the terminal resource data acquisition module is configured to acquire the terminal resource data, where the terminal resource data includes: call records, address lists, short message records, position records, terminal identifications and terminal IP;

the IM software data acquisition module is used for acquiring the IM software data, wherein the IM software data is a chat record generated by instant messaging software, and the chat record comprises: text, voice, picture, and video.

3. The system of claim 2, wherein the trace data collection module further comprises an encryption module, wherein:

and the encryption module is used for encrypting the trace data and sending the encrypted trace data to a third-party trusted platform for storage.

4. The system of claim 2, wherein the trace data management module comprises a data processing module and a data storage module, wherein;

the data processing module acquires attribute information corresponding to each item of trace data, and finds and mines logic association information among the trace data based on the attribute information, wherein the attribute information comprises: time information, user information, event information, location information, terminal information, behavior information, custom tag information, and keyword information,

classifying and attributing each item of trace data according to the attribute information;

and the data storage module is used for constructing a mesh structure according to the logic correlation information and storing the trace data after the classification attribution in the trace database according to the mesh structure.

5. The system of claim 4, wherein the data processing module is further configured to:

based on the attribute information, restoring a trace data record associated with any user in a time dimension, the trace data record comprising: the trace data generated by the user and the trace data having a logical association relationship with the user.

6. The system of claim 4, wherein the trace data management module further comprises a query module, wherein the query module is configured to:

receiving a query statement input by a user, acquiring corresponding trace data in the multi-dimensional trace database according to the query statement, returning the trace data to the user terminal,

wherein the query statement is generated based on at least one set of attribute information, including: a combination of one or more of a time dimension query statement, a user dimension query statement, an event dimension query statement, a location dimension query statement, a terminal dimension query statement, a behavior dimension query statement, a tag dimension query statement, and a keyword dimension query statement.

7. The system of claim 1, further comprising a key information recording module to:

and acquiring the key information record based on the keyword dimension query statement, and generating an audit file based on the key information record, wherein the key information record is a data record of violation in the interactive communication process of the online service industry, and the audit file is used as a judgment basis of the violation event.

8. A method for trace data management, traceability and auditing, the method comprising:

collecting the trace data of each terminal device, wherein the trace data is generated in the online service communication process and comprises the following steps: terminal resource data and IM software data;

and acquiring the trace data, and processing the trace data to generate a multi-dimensional trace database, wherein each item of trace data is stored in the multi-dimensional trace database according to a mesh structure, and the logic association relationship among each item of trace data is defined in a polymerization manner in the mesh relationship structure.

9. A computer arrangement comprising a memory, a processor and a computer program stored on the memory and executable on the processor, characterized in that the processor implements the method as claimed in claim 8 when executing the computer program.

10. A computer-readable storage medium, on which a computer program is stored which, when being executed by a processor, carries out the method of claim 8.

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