接入方式登录云客服系统，进入设置-对接中心，选择质检推送，即可进行质检推送事件的配置。新建一条推送事件，通过下拉列表选择通话质检事件，输入第三方系统接收质检数据的接口地址
质检推送事件类型
| 枚举值 | 描述 |
|---|---|
| callQuality | 通话质检事件 |
| callQualityReview | 通话质检复核事件 |
| callQualityReCheck | 通话质检复检事件 |
| callRealTimeQuality | 通话实时质检事件 |
| imQuality | 会话质检事件 |
| imQualityReview | 在线质检复核事件 |
| imQualityReCheck | 在线质检复检事件 |
| imRealTimeQuality | 在线质检事件 |
质检模板规则字段说明
| 字段名 | 类型 | 注释 |
|---|---|---|
| accountId | String | 账户编号 |
| number | Integer | 模板编号 |
| ruleName | String | 规则名称 |
| opt | String | 加分还是减分 |
| score | Integer | 本次质检分数 |
| ruleAllScore | Integer | 规则总分数 |
| isFullMarks | Boolean | 是否为满分 |
| isHit | Boolean | 是否命中 |
| hitNumber | Integer | 命中规则编号 |
| isFatal | Boolean | 是否为致命项 |
| ruleDescription | String | 大模型返回值 |
| violationDetails | String | 违规详情 |
| points | Integer | 触发文字 |
| ruleSide | String | 规则测 |
| messageNumber | Integer | 命中第几条对话 |
| inspectedAgentNumber | String | 被质检坐席工号 |
| reviewAgentNumber | String | 复核坐席工号 |
| reCheckAgentNumber | String | 复检坐席工号 |
1、通话质检推送
通话质检完成后后将质检结果自动推送至第三方接口字段说明
| 字段名 | 类型 | 注释 |
|---|---|---|
| createTime | String | 创建时间 |
| totalScore | Integer | 模板总分 |
| passScore | Integer | 通过分数 |
| score | Integer | 当前得分 |
| rules | List<CdrCallAiQualityRule> | 质检规则 |
| agentId | String | 质检人员 |
| result | String | 质检结果 |
| qualityType | String | 质检类型 |
| labels | List<String> | 标签 |
| dataId | String | 数据id |
| eventType | String | 数据类型 |
推送示例
{
"result": "notPass",
"score": 97,
"eventId": "984933467470249984",
"agentId": "940423309858578432",
"dataId": "984609584762474496",
"createTime": "2025-09-29 11:46:18",
"rules": [
{
"number": 1,
"score": 0,
"opt": "subtract",
"isHit": false,
"ruleLevel": "A",
"ruleAllScore": 5,
"isFatal": false,
"ruleName": "座席消极推诿检测",
"isFullMarks": true
},
{
"messageNumber": 12,
"hitNumber": 12,
"violationDetails": "坐席在客户结束语'你好，即将挂机，祝您生活愉快。'前未表达结束语",
"isFatal": true,
"ruleDescription": "座席在通话结束前未表达结束语",
"isFullMarks": false,
"points": -3,
"number": 2,
"score": 3,
"opt": "subtract",
"ruleSide": "agent",
"isHit": true,
"ruleLevel": "A",
"ruleAllScore": 3,
"ruleName": "座席通话结束语检测"
},
{
"number": 3,
"score": 0,
"opt": "subtract",
"isHit": false,
"ruleLevel": "A",
"ruleAllScore": 3,
"isFatal": false,
"ruleName": "客户情绪激动检测",
"isFullMarks": true
},
{
"number": 4,
"score": 0,
"opt": "add",
"isHit": false,
"ruleLevel": "D",
"ruleAllScore": 3,
"isFatal": false,
"ruleName": "客户出现肯定话题",
"isFullMarks": false
}
],
"eventType": "callQuality",
"qualityType": "ai",
"passScore": 90,
"totalScore": 100,
"labels": [
"未说结束语"
]
}响应示例
{"code":200}说明：code为200时，表示接受方已受理成功。
2、通话质检复核事件
通话质检完成后使用原规则模板进行复核，复核完成后将复核结果自动推送至第三方接口字段说明
| 字段名 | 类型 | 注释 |
|---|---|---|
| reviewContent | String | 复核建议 |
| appealRules | List<CdrCallAiQualityRule> | 申诉项 |
| appealSuggest | String | 申诉意见 |
| appealTime | Date | 申诉时间 |
| isAppealed | Boolean | 是否申诉过 |
推送示例
{
"reviewSuggest": "未说开场白和结束语",
"eventId": "985286567636844544",
"agentId": "680633047874551808",
"reviewScore": 100,
"reviewResult": "pass",
"rules": [
{
"messageNumber": 0,
"hitNumber": 0,
"violationDetails": "喂喂。",
"isFatal": false,
"ruleDescription": "座席未在开场第1至3句话中表明身份信息",
"isFullMarks": true,
"points": -5,
"number": 1,
"score": 0,
"opt": "subtract",
"ruleSide": "agent",
"isHit": true,
"ruleAllScore": 5,
"ruleName": "开场白未表明身份信息检测"
},
{
"number": 2,
"score": 0,
"opt": "subtract",
"ruleSide": "agent",
"isHit": true,
"violationDetails": "",
"ruleAllScore": 3,
"isFatal": false,
"ruleName": "未说结束语",
"ruleDescription": "座席在通话结束前未表达结束语（如'感谢您的来电，祝您生活愉快'）",
"isFullMarks": true,
"points": -3
},
{
"number": 3,
"score": 5,
"opt": "add",
"ruleSide": "agent",
"isHit": true,
"violationDetails": "",
"ruleAllScore": 5,
"isFatal": false,
"ruleName": "规则二",
"ruleDescription": "说了你好等礼貌词语",
"isFullMarks": true,
"points": 5
},
{
"number": 4,
"score": 0,
"opt": "subtract",
"ruleSide": "agent",
"isHit": true,
"violationDetails": "",
"ruleAllScore": 50,
"isFatal": false,
"ruleName": "规则三",
"ruleDescription": "说了脏话，比如傻逼之类的",
"isFullMarks": true,
"points": 0
},
{
"messageNumber": 0,
"hitNumber": 0,
"violationDetails": "喂喂。",
"isFatal": false,
"ruleDescription": "座席未在开场第1至第3句话中表明身份信息",
"isFullMarks": true,
"points": 5,
"number": 5,
"score": 5,
"opt": "add",
"ruleSide": "agent",
"isHit": true,
"ruleAllScore": 5,
"ruleName": "开场白未表明身份"
},
{
"number": 6,
"score": 0,
"opt": "subtract",
"ruleSide": "agent",
"isHit": true,
"violationDetails": "",
"ruleAllScore": 3,
"isFatal": false,
"ruleName": "未在通话结束前表达结束语",
"ruleDescription": "座席未在通话结束前表达指定格式的礼貌结束语",
"isFullMarks": true,
"points": -3
},
{
"number": 7,
"score": 0,
"opt": "subtract",
"ruleSide": "agent",
"isHit": true,
"violationDetails": "",
"ruleAllScore": 5,
"isFatal": false,
"ruleName": "必命中",
"ruleDescription": "这条规则人必命中",
"isFullMarks": true,
"points": -5
}
],
"eventType": "callQualityReview",
"passScore": 60,
"totalScore": 100,
"labels": [
"坐席开场未表明身份",
"坐席未使用结束语"
],
"result": "pass",
"score": 89,
"dataId": "944792252661657600",
"createTime": "2025-06-10 20:58:08",
"reviewAgentId": "691521418588135424",
"reviewTaskId": "982671988209115136",
"reviewStatus": true,
"qualityType": "ai",
"reviewTime": 1759201764471
}3、通话质检复检事件
对复核过的通话进行申诉复检，复检完成后将复检结果自动推送至第三方接口字段说明
| 字段名 | 类型 | 注释 |
|---|---|---|
| reviewStatus | Boolean | 复检状态 (true-已复核/false-未复核) |
| reviewResult | String | 复检结果 |
| reviewScore | Integer | 复检得分 |
| reviewAgentId | String | 复检坐席 |
| reviewTime | Date | 复检时间 |
| reviewTaskId | String | 复检任务ID |
| reCheckResult | String | 复检结果 |
| reCheckScore | Integer | 复检得分 |
| reCheckStatus | Boolean | 复检状态 (true-已复检/false-未复检) |
| reCheckTime | Date | 复检时间 |
| reCheckSuggest | String | 复检意见 |
| reCheckAgent | String | 复检人 |
推送示例
{
"reviewSuggest": "1111",
"eventId": "983565921229029376",
"agentId": "973340544198062080",
"reviewScore": 99,
"reviewResult": "notPass",
"rules": [
{
"number": 1,
"score": 0,
"opt": "subtract",
"isHit": false,
"ruleLevel": "A",
"ruleAllScore": 5,
"isFatal": false,
"ruleName": "座席消极推诿检测",
"isFullMarks": true
},
{
"number": 2,
"score": 1,
"opt": "subtract",
"isHit": false,
"ruleLevel": "A",
"ruleAllScore": 3,
"isFatal": true,
"ruleName": "座席通话结束语检测",
"isFullMarks": false
},
{
"number": 3,
"score": 0,
"opt": "subtract",
"isHit": false,
"ruleLevel": "A",
"ruleAllScore": 3,
"isFatal": false,
"ruleName": "客户情绪激动检测",
"isFullMarks": true
},
{
"number": 4,
"score": 0,
"opt": "add",
"isHit": false,
"ruleLevel": "D",
"ruleAllScore": 3,
"isFatal": false,
"ruleName": "客户出现肯定话题",
"isFullMarks": false
}
],
"eventType": "callQualityReview",
"passScore": 90,
"totalScore": 100,
"labels": [],
"result": "pass",
"score": 100,
"dataId": "982492093496340480",
"createTime": "2025-09-22 18:22:38",
"reviewAgentId": "964629137897635840",
"reviewTaskId": "982671988209115136",
"reviewStatus": true,
"qualityType": "ai",
"reviewTime": 1758791530395
}4、通话实时质检事件
通话实时质检时座席触发敏感词或情绪异常将违禁类型及违禁内容等推送至第三方接口字段说明
| 字段名 | 类型 | 注释 |
|---|---|---|
| dataId | String | 数据id |
| forbiddenType | String | 违禁类型 （words/agentMood/customerMood/image） |
| forbiddenValue | String | 违禁内容 |
| eventType | String | 数据类型 |
推送示例
{
"forbiddenValue": "愤怒",
"dataId": "983531090565550080",
"forbiddenType": "agentMood",
"eventType": "callRealTimeQuality"
}5、在线质检事件
在线会话质检完成后后将质检结果自动推送至第三方接口
推送示例
{
"result": "pass",
"score": 68,
"eventId": "983587636390739968",
"agentId": "892195277443960832",
"dataId": "0d5334ce-1b47-4115-8591-d74f171cfe9f",
"createTime": "2025-09-25 18:38:27",
"rules": [
{
"messageNumber": 2,
"hitNumber": 2,
"violationDetails": "坐席对话内容未出现骂人及负面情绪表述，如“正在为您接入人工客服，请稍后”",
"isFatal": false,
"ruleDescription": "座席文明用语，没有出现骂人，负面的情绪",
"isFullMarks": true,
"points": 5,
"number": 1,
"score": 5,
"opt": "add",
"ruleSide": "agent",
"isHit": true,
"ruleLevel": "B",
"ruleAllScore": 5,
"ruleName": "文明"
},
{
"violationDetails": "坐席未表明身份",
"isFatal": false,
"ruleDescription": "座席表明身份",
"isFullMarks": true,
"points": 0,
"number": 2,
"score": 3,
"opt": "add",
"ruleSide": "agent",
"isHit": true,
"ruleLevel": "B",
"ruleAllScore": 3,
"ruleName": "座席表明身份"
},
{
"messageNumber": 2,
"hitNumber": 2,
"violationDetails": "坐席未骂人，如“正在为您接入人工客服，请稍后”",
"isFatal": false,
"ruleDescription": "没有骂人",
"isFullMarks": false,
"points": 0,
"number": 3,
"score": 10,
"opt": "subtract",
"ruleSide": "agent",
"isHit": true,
"ruleLevel": "A",
"ruleAllScore": 10,
"ruleName": "座席"
},
{
"messageNumber": 1,
"hitNumber": 1,
"violationDetails": "客户未骂人，如“你好”",
"isFatal": false,
"ruleDescription": "没有骂人",
"isFullMarks": false,
"points": 0,
"number": 4,
"score": 10,
"opt": "subtract",
"ruleSide": "customer",
"isHit": true,
"ruleLevel": "B",
"ruleAllScore": 10,
"ruleName": "客户"
},
{
"violationDetails": "坐席和客户都未骂人",
"isFatal": false,
"ruleDescription": "都骂人",
"isFullMarks": false,
"points": 0,
"number": 5,
"score": 20,
"opt": "subtract",
"ruleSide": "customer and agent",
"isHit": true,
"ruleLevel": "B",
"ruleAllScore": 20,
"ruleName": "全部"
}
],
"eventType": "imQuality",
"qualityType": "ai",
"passScore": 60,
"totalScore": 100,
"labels": [
"客户不礼貌",
"不礼貌",
"文明",
"有礼貌",
"都不礼貌",
"座席"
]
}响应示例
6、在线质检复核事件
在线会话质检完成后使用原规则模板进行复核，复核完成后将复核结果自动推送至第三方接口
推送示例
{
"reviewSuggest": "使用脏话",
"eventId": "985284725456584704",
"agentId": "663107000176750592",
"reviewScore": 95,
"reviewResult": "notPass",
"rules": [
{
"number": 1,
"score": 0,
"opt": "subtract",
"ruleSide": "agent",
"isHit": true,
"violationDetails": "正在为您接入人工客服，请稍后；当前无在线坐席，请留言哦12312313",
"ruleAllScore": 5,
"isFatal": true,
"ruleName": "座席未在开场第1到第3句话中表明身份信息",
"ruleDescription": "座席在对话开场阶段（第1至第3句话）未提供身份信息",
"isFullMarks": true,
"points": -5
},
{
"number": 2,
"score": 0,
"opt": "subtract",
"isHit": false,
"ruleAllScore": 3,
"isFatal": true,
"ruleName": "未在通话结束前表达结束语",
"isFullMarks": true
},
{
"messageNumber": 4,
"hitNumber": 4,
"violationDetails": "<p>你妈</p>",
"isFatal": true,
"ruleDescription": "座席在通话中使用脏话或辱骂客户的言语行为",
"isFullMarks": false,
"points": -5,
"number": 3,
"score": 5,
"opt": "subtract",
"ruleSide": "agent",
"isHit": true,
"ruleAllScore": 5,
"ruleName": "使用脏话或辱骂客户"
}
],
"eventType": "imQualityReview",
"passScore": 60,
"totalScore": 100,
"labels": [
"辱骂客户",
"测试",
"开场白未表明身份"
],
"result": "notPass",
"score": 90,
"dataId": "ed8b3f91-fdac-4c21-85db-dd1c4971c1cb",
"createTime": "2025-09-24 15:42:46",
"reviewAgentId": "691521418588135424",
"reviewTaskId": "983396763339960320",
"reviewStatus": true,
"qualityType": "ai",
"reviewTime": 1759201325262
}7、在线质检复检事件
对复核过的在线质检进行申诉复检，复检完成后将复检结果自动推送至第三方接口
推送示例
{
"reviewSuggest": "1111",
"eventId": "983565921229029376",
"agentId": "973340544198062080",
"reviewScore": 99,
"reviewResult": "notPass",
"rules": [
{
"number": 1,
"score": 0,
"opt": "subtract",
"isHit": false,
"ruleLevel": "A",
"ruleAllScore": 5,
"isFatal": false,
"ruleName": "座席消极推诿检测",
"isFullMarks": true
},
{
"number": 2,
"score": 1,
"opt": "subtract",
"isHit": false,
"ruleLevel": "A",
"ruleAllScore": 3,
"isFatal": true,
"ruleName": "座席通话结束语检测",
"isFullMarks": false
},
{
"number": 3,
"score": 0,
"opt": "subtract",
"isHit": false,
"ruleLevel": "A",
"ruleAllScore": 3,
"isFatal": false,
"ruleName": "客户情绪激动检测",
"isFullMarks": true
},
{
"number": 4,
"score": 0,
"opt": "add",
"isHit": false,
"ruleLevel": "D",
"ruleAllScore": 3,
"isFatal": false,
"ruleName": "客户出现肯定话题",
"isFullMarks": false
}
],
"eventType": "chatRecheck",
"passScore": 90,
"totalScore": 100,
"labels": [],
"result": "pass",
"score": 100,
"sessionId": "982492093496340480",
"createTime": "2025-09-22 18:22:38",
"reviewAgentId": "964629137897635840",
"reviewTaskId": "982671988209115136",
"reviewStatus": true,
"qualityType": "ai",
"reviewTime": 1758791530395
}
8、在线实时质检事件
在线会话实时质检时座席触发敏感词或情绪异常将违禁类型及违禁内容等推送至第三方接口
推送示例
{
"eventId": "985276693372813312",
"forbiddenValue": "<p>滚</p>",
"dataId": "2d9292e1-2fa8-42e8-b77a-0b11c7e70992",
"forbiddenType": "words",
"eventType": "imRealTimeQuality"
}