呼叫中心投诉业务系统需求规格说明书(万凌芳)
呼叫中心投诉业务系统需求规格说明书
呼叫中心投诉业务系统需求规格说明书................................................................................................1
一、引言...............................................................................................................................................1
1.1
编写目的
....................................................................................................................................1
1.2
项目背景
....................................................................................................................................2
1.3
定义
............................................................................................................................................2
1.4
参考资料:
................................................................................................................................2
二、任务...............................................................................................................................................3
2.1
目的
............................................................................................................................................3
2.2
运行环境
....................................................................................................................................3
2.3
条件与限制
................................................................................................................................3
三、功能需求.......................................................................................................................................3
3.1
系统流程
....................................................................................................................................3
3.2
贵阳农行系统流程
....................................................................................................................7
四、数据描述.......................................................................................................................................8
4.1
数据流图
....................................................................................................................................8
4.2
静态数据
..................................................................................................................................10
4.3
动态数据
..................................................................................................................................10
4.4
数据字典
...................................................................................................................................11
五、性能要求.....................................................................................................................................12
六、运行需求.....................................................................................................................................13
一、引言
1.1 编写目的
本文档定义投诉业务子系统的功能需求、数据描述、运行环境。
本文档可作为 CALLCENTER 系统设计人员,售前技术支持人员,程序员,测试人员、使
用人员的参考资料。
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