Express delivery call center abnormal incoming call detection method and system

The invention relates to an express delivery call center abnormal incoming call detection method and system. The method comprises the steps: building a historical express delivery data set according to cloud call historical data, obtaining a normalized historical data set after preprocessing, and obtaining an abnormal data set after screening; establishing a real-time express data set according to cloud call real-time data, obtaining a normalized real-time data set after preprocessing, and obtaining a real-time outlier data set after outlier analysis; and identifying abnormal incoming data from the real-time outlier data set by referring to the abnormal data set. According to the technical scheme provided by the invention, automatic detection of the abnormal incoming call is realized, the labor cost is saved, the detection efficiency is improved, the probability of misjudgment events is reduced, the coverage rate of abnormal detection is greatly improved, and large-scale abnormal incoming call behaviors can b