CN110264071A - A kind of customer service work order time limit monitoring method and monitoring device - Google Patents
A kind of customer service work order time limit monitoring method and monitoring device Download PDFInfo
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- CN110264071A CN110264071A CN201910532064.9A CN201910532064A CN110264071A CN 110264071 A CN110264071 A CN 110264071A CN 201910532064 A CN201910532064 A CN 201910532064A CN 110264071 A CN110264071 A CN 110264071A
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- 238000012544 monitoring process Methods 0.000 title claims abstract description 34
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- 238000012806 monitoring device Methods 0.000 title claims abstract description 14
- 238000012545 processing Methods 0.000 claims abstract description 37
- 230000005540 biological transmission Effects 0.000 claims description 5
- 230000005611 electricity Effects 0.000 claims description 5
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Abstract
The present invention relates to power monitoring technical fields, specifically disclose a kind of customer service work order time limit monitoring method and monitoring device, which comprises pass through the relevant information that RPA reads each customer service work order in marketing system software；Untreated target work order is chosen from the customer service work order；Obtain processing time limit, responsible person's name and the responsible person's phone of the target work order；The processing time limit is compared with present system time: if the processing time limit is after present system time and the difference of processing time limit and the present system time is within 24 hours, the prompting message that will exceed the time limit is sent to responsible person's phone；If handling the time limit before present system time, the prompting message to have exceeded the time limit is sent to responsible person's phone.The present invention provides a kind of customer service work order time limit monitoring method and monitoring device, can effectively improve the working efficiency that electric power personnel handle user feedback, promotes user satisfaction.
Description
Technical field
The present invention relates to power monitoring technical field more particularly to a kind of customer service work order time limit monitoring method and monitoring dresses
It sets.
Background technique
Lasting, steady and safe power supply is related to national economy.Various official communications in power supply activity, to user
It askes and timely respond and handle with the satisfaction for ensuring user of feedback is highly important things.
It is comprehensively and effectively supervised to carry out, electric system is equipped with a marketing system software, the marketing system software
Have recorded various customer service work orders related with user.However, a multitude of names of current marketing system software records, and do not have
Standby targetedly prompting function, electric power personnel will find from the numerous item of marketing system software will exceed the time limit and surpass
The work order of phase is not easy to, and this not only lowers the working efficiency of electric power personnel, is also unfavorable for providing timely and effectively for user
Electrical power services.
Summary of the invention
It is an advantage of the invention to provide a kind of customer service work order time limit monitoring method and monitoring devices, can effectively mention
High electric power personnel handle the working efficiency of user feedback, promote user satisfaction.
To achieve these objectives, on the one hand, the present invention provides a kind of customer service work order time limit monitoring method, comprising:
The relevant information of each customer service work order in marketing system software is read by RPA；
Untreated target work order is chosen from the customer service work order；
Obtain processing time limit, responsible person's name and the responsible person's phone of the target work order；
The processing time limit is compared with present system time: if the processing time limit is after present system time and locates
The difference of reason time limit and the present system time is then mentioned to what responsible person's phone transmission will exceed the time limit within 24 hours
Awake information；If handling the time limit before present system time, the prompting message to have exceeded the time limit is sent to responsible person's phone.
It is preferably, described to be read in marketing system software before the relevant information of each customer service work order by RPA, further includes:
It logs in marketing system software and opens work order and press the page, the work order presses the phase that the page includes each customer service work order
Close information.
Preferably, it the login marketing system software and opens before work order presses the page, further includes:
Present system time is calibrated.
Preferably, the target work order includes complaining work order, opinion work order, suggesting work order, report work order, electricity consumption business work
Single and consulting inquiry work order.
Preferably, if the processing time limit is after present system time and handles time limit and the present system time
Difference is within 24 hours, then after the prompting message that will exceed the time limit to responsible person's phone transmission, further includes:
Work order statistical form will be exceeded the time limit and the target work order that will exceed the time limit is recorded in the work order system that will exceed the time limit by opening
It counts in table.
Preferably, if the processing time limit is before present system time, surpassed to responsible person's phone transmission
After the prompting message of phase, further includes:
Opening has exceeded the time limit work order statistical form and the target work order exceeded the time limit to be recorded in the work order statistical form that exceeded the time limit.
Preferably, the prompting message includes work order number, work order content and processing time limit.
On the other hand, the present invention also provides a kind of monitoring devices, for executing any of the above-described kind of customer service work order time limit monitoring
Method, comprising:
Reading unit, for reading the relevant information of each customer service work order in marketing system software by RPA；
Selection unit, for choosing untreated target work order from the customer service work order；
Recording unit, for obtaining processing time limit, responsible person's name and the responsible person's phone of the target work order；
Processing unit is compared, for comparing the processing time limit with present system time: if the processing time limit is working as
After preceding system time and the difference of processing time limit and the present system time is within 24 hours, then to responsible person's electricity
Words send the prompting message that will exceed the time limit；If handling the time limit before present system time, sent to responsible person's phone
The prompting message to have exceeded the time limit.
The beneficial effects of the present invention are: a kind of customer service work order time limit monitoring method and monitoring device are provided, can be used for
Low pressure in power monitoring technical field monitors situation, carries out data acquisition, table generation and prompting message by RPA and sends,
It can effectively improve statistical efficiency, save manpower, improve accuracy and avoid omitting untreated work order.
Detailed description of the invention
It, below will be to embodiment or existing skill in order to illustrate more clearly of the present embodiment or technical solution in the prior art
Attached drawing needed in art description is briefly described, it should be apparent that, the accompanying drawings in the following description is only the present invention
Some embodiments for those of ordinary skill in the art without any creative labor, can be with root
Other attached drawings are obtained according to these attached drawings.
Fig. 1 is the flow chart for the customer service work order time limit monitoring method that the embodiment of the present invention one provides；
Fig. 2 is the structural block diagram of monitoring device provided by Embodiment 2 of the present invention.
Specific embodiment
To enable the purpose of the present invention, feature, advantage more obvious and understandable, below in conjunction in the present embodiment
Attached drawing, the technical solution in the present embodiment is clearly and completely described, it is clear that the embodiments described below are only
It is a part of the embodiment of the present invention, and not all embodiment.Based on the embodiments of the present invention, those of ordinary skill in the art
All other embodiment obtained without making creative work, shall fall within the protection scope of the present invention.
Embodiment one
The present embodiment provides a kind of customer service work order time limit monitoring methods, the application scenarios suitable for power monitoring field,
The efficiency of grid operating monitoring can be improved, the customer service work order time limit monitoring method is executed by a kind of monitoring device, passed through
Software and or hardware realization.
Fig. 1 is the flow chart for the customer service work order time limit monitoring method that the present embodiment one provides.
Referring to Fig. 1, the customer service work order time limit monitoring method includes the following steps:
S10: calibrating present system time, opens monitoring device.
Preferably, present system time can be calibrated automatically by internet.
S20: it logs in marketing system software and opens work order and press the page, it includes each customer service work order that the work order, which presses the page,
Relevant information.
It unites it should be noted that the marketing system software of electric system is that electric system is used at present for customer service work order
A software of meter and record.
S30: the relevant information of each customer service work order in marketing system software is read by RPA.
The full name of RPA is robot process automation (Robotic Process Automation), is that a software produces
Product, operation behavior between the not homologous ray of analog people on computers, substitution people is executed before computer have rule with it is repeated
High office workflow.
Customer service work order time limit monitoring method provided in this embodiment carries out information extraction and screening using RPA, eliminates big
The operation for measuring repeatability greatly improves working efficiency and saves manpower, moreover it is possible to avoid artificially counting bring mistake.
Generally, the relevant information of customer service work order may include the user information of target work order, work order number, in work order
Hold, handle time limit, current state, responsible person's name and responsible person's phone etc..
S40: untreated target work order is chosen from the customer service work order.
It is understood that have recorded the customer service work order of various states in marketing system software, including it is untreated, locating
It the states such as manages and is disposed.
It should be noted that the target work order includes complaining work order, opinion work order, suggesting work order, report work order, electricity consumption
Business work order and consulting inquiry work order.Generally, the processing time limit of above-mentioned work order is particularly important, directly concerning the satisfaction of user
Degree, so preferentially choosing above-mentioned work order.
S50: processing time limit, responsible person's name and the responsible person's phone of the target work order are obtained.
S60: the processing time limit is compared with present system time:
If handling the time limit after present system time and processing time limit and the difference of the present system time being small 24
When within, then send the prompting message that will exceed the time limit to responsible person's phone, work order statistical form will be exceeded the time limit simultaneously by then opening
The target work order that will exceed the time limit is recorded in the work order statistical form that will exceed the time limit；
If handling the time limit before present system time, the prompting letter to have exceeded the time limit is sent to responsible person's phone
Then breath is opened and has exceeded the time limit work order statistical form and the target work order exceeded the time limit to be recorded in the work order statistical form that exceeded the time limit.
Preferably, the prompting message includes work order number, work order content and processing time limit etc..Such as: work order number
For * * * * * * * * *, work order content: * * * * * * * * * in 2019-xx-xx xx:xx:xx time-out, is please handled as early as possible.
Customer service work order time limit monitoring method provided in this embodiment can be used for the low pressure prison in power monitoring technical field
Situation is controlled, data acquisition, table generation and prompting message are carried out by RPA and sent, the automatic monitoring of work order progress may be implemented
And prompting, working efficiency is effectively improved, manpower is saved, moreover it is possible to improve the accuracy of statistics and avoid omitting untreated work order.
Embodiment two
Monitoring device provided in this embodiment can be used for executing the customer service work order time limit monitoring of the embodiment of the present invention offer
Method has corresponding function and beneficial effect.
Fig. 2 is the structural block diagram for the monitoring device that the present embodiment two provides.
Referring to fig. 2, a kind of monitoring device, for executing any customer service work order time limit monitoring method in embodiment one,
Comprising:
Reading unit 1, for reading the relevant information of each customer service work order in marketing system software by RPA；
Selection unit 2, for choosing untreated target work order from the customer service work order；
Recording unit 3, for obtaining processing time limit, responsible person's name and the responsible person's phone of the target work order；
Processing unit 4 is compared, for comparing the processing time limit with present system time: if the processing time limit is working as
After preceding system time and the difference of processing time limit and the present system time is within 24 hours, then to responsible person's electricity
Words send the prompting message that will exceed the time limit, and then opening will exceed the time limit work order statistical form and to record the target work order that will exceed the time limit
In the work order statistical form that will exceed the time limit；If handling the time limit before present system time, sent out to responsible person's phone
Send the prompting message to have exceeded the time limit, then open exceeded the time limit work order statistical form and by the target work order exceeded the time limit be recorded in it is described
In work order of exceeding the time limit statistical form.
It is understood that the step S10 and S20 in embodiment one there can be electric power personnel to manually perform, can also lead to
Cross software execution.
In embodiment provided herein, it should be understood that disclosed system, unit, device and method can be with
It realizes by another way.For example, all embodiments described above are only schematical, for example, said units or
The division of person's module etc., only a kind of logical function partition, there may be another division manner in actual implementation, such as multiple
Unit, module and component can be combined or can be integrated into another system, or some features can be ignored, or not hold
Row.Another point, shown or discussed mutual coupling, direct-coupling or communication connection can be through some interfaces,
The indirect coupling or communication connection of device or unit can be electrical property, mechanical or other forms.
The unit as illustrated by the separation member may or may not be physically separated, aobvious as unit
The component shown may or may not be physical unit, it can and it is in one place, or may be distributed over multiple
In network unit.It can select some or all of unit therein according to the actual needs to realize the mesh of this embodiment scheme
's.
It, can also be in addition, each functional unit in each embodiment of the application can integrate in one processing unit
It is that each unit physically exists alone, can also be integrated in one unit with two or more units.Above-mentioned integrated list
Member both can take the form of hardware realization, can also realize in the form of software functional units.
If the integrated unit is realized in the form of SFU software functional unit and sells or use as independent product
When, it can store in a computer readable storage medium.Based on this understanding, the technical solution of the application is substantially
The all or part of the part that contributes to existing technology or the technical solution can be in the form of software products in other words
Embody, which is stored in a computer readable storage medium, including some instructions use so that
One terminal device (can be mobile phone, notebook or other electronic equipments etc.) executes side described in each embodiment of the application
The all or part of the steps of method.And storage medium above-mentioned includes: USB flash disk, mobile hard disk, read-only memory (ROM, Read-
OnlyMemory), random access memory (RAM, Random Access Memory), magnetic or disk etc. are various to deposit
Store up the medium of program code.
The above embodiments are merely illustrative of the technical solutions of the present invention, rather than its limitations；Although with reference to the foregoing embodiments
Invention is explained in detail, those skilled in the art should understand that: it still can be to aforementioned each implementation
Technical solution documented by example is modified or equivalent replacement of some of the technical features；And these modification or
Replacement, the spirit and scope for technical solution of various embodiments of the present invention that it does not separate the essence of the corresponding technical solution.
Claims (8)
1. a kind of customer service work order time limit monitoring method characterized by comprising
The relevant information of each customer service work order in marketing system software is read by RPA；
Untreated target work order is chosen from the customer service work order；
Obtain processing time limit, responsible person's name and the responsible person's phone of the target work order；
The processing time limit is compared with present system time: if the processing time limit is after present system time and process phase
Limit and the difference of the present system time then sent the prompting letter that will exceed the time limit within 24 hours to responsible person's phone
Breath；If handling the time limit before present system time, the prompting message to have exceeded the time limit is sent to responsible person's phone.
2. customer service work order time limit monitoring method according to claim 1, which is characterized in that described read by RPA is marketed
In system software before the relevant information of each customer service work order, further includes:
It logs in marketing system software and opens work order and press the page, the work order presses the related letter that the page includes each customer service work order
Breath.
3. customer service work order time limit monitoring method according to claim 2, which is characterized in that the login marketing system software
And it opens before work order presses the page, further includes:
Present system time is calibrated.
4. customer service work order time limit monitoring method according to claim 1, which is characterized in that the target work order includes complaining
Work order, opinion work order suggest work order, report work order, electricity consumption business work order and consulting inquiry work order.
5. customer service work order time limit monitoring method according to claim 1, which is characterized in that if the processing time limit is current
After system time and the difference of processing time limit and the present system time is within 24 hours, then to responsible person's phone
After the prompting message that transmission will exceed the time limit, further includes:
Work order statistical form will be exceeded the time limit and the target work order that will exceed the time limit is recorded in the work order statistical form that will exceed the time limit by opening
In.
6. customer service work order time limit monitoring method according to claim 1, which is characterized in that if the processing time limit is current
Before system time, then after the prompting message to have exceeded the time limit to responsible person's phone transmission, further includes:
Opening has exceeded the time limit work order statistical form and the target work order exceeded the time limit to be recorded in the work order statistical form that exceeded the time limit.
7. customer service work order time limit monitoring method according to claim 1, which is characterized in that the prompting message includes work order
Number, work order content and processing time limit.
8. a kind of monitoring device requires 1~7 described in any item customer service work order time limit monitoring methods for perform claim, special
Sign is, comprising:
Reading unit, for reading the relevant information of each customer service work order in marketing system software by RPA；
Selection unit, for choosing untreated target work order from the customer service work order；
Recording unit, for obtaining processing time limit, responsible person's name and the responsible person's phone of the target work order；
Processing unit is compared, for comparing the processing time limit with present system time: being currently if handling the time limit
The time unite later and the difference of processing time limit and the present system time is within 24 hours, then is sent out to responsible person's phone
Send the prompting message that will exceed the time limit；If handling the time limit before present system time, sent to responsible person's phone
The prompting message to exceed the time limit.
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Cited By (9)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN111091270A (en) * | 2019-11-25 | 2020-05-01 | 广东电网有限责任公司汕尾供电局 | Software robot-based automatic management and control platform and method for electricity consumption fee tracking |
| CN111784009A (en) * | 2020-07-07 | 2020-10-16 | 广东电网有限责任公司 | Fault monitoring method and device |
| CN112148732A (en) * | 2020-08-24 | 2020-12-29 | 北京来也网络科技有限公司 | Smart power grid electronic handover list monitoring method and device combining RPA and AI |
| CN112184138A (en) * | 2020-08-17 | 2021-01-05 | 北京来也网络科技有限公司 | RPA and AI combined power grid work order processing method and device and electronic equipment |
| CN113220489A (en) * | 2021-05-27 | 2021-08-06 | 中国平安人寿保险股份有限公司 | Information interaction method and device, computer and storage medium |
| CN113421057A (en) * | 2021-06-22 | 2021-09-21 | 北京致远互联软件股份有限公司 | Method for processing exception of flow circulation without processing in excess period |
| CN113450012A (en) * | 2021-07-13 | 2021-09-28 | 安徽易能网络科技有限公司 | Marketing inspection robot control system based on RPA technology |
| CN113505203A (en) * | 2021-09-08 | 2021-10-15 | 广东电网有限责任公司中山供电局 | Power marketing business monitoring method and system |
| CN114254008A (en) * | 2022-03-01 | 2022-03-29 | 广东电网有限责任公司惠州供电局 | Information generation method and device and electronic equipment |
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| CN109472502A (en) * | 2018-11-15 | 2019-03-15 | 广东电网有限责任公司 | Robotic tracking's customer service fault ticket configuration method, device and equipment |
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Patent Citations (1)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN109472502A (en) * | 2018-11-15 | 2019-03-15 | 广东电网有限责任公司 | Robotic tracking's customer service fault ticket configuration method, device and equipment |
Cited By (12)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN111091270A (en) * | 2019-11-25 | 2020-05-01 | 广东电网有限责任公司汕尾供电局 | Software robot-based automatic management and control platform and method for electricity consumption fee tracking |
| CN111784009A (en) * | 2020-07-07 | 2020-10-16 | 广东电网有限责任公司 | Fault monitoring method and device |
| CN112184138A (en) * | 2020-08-17 | 2021-01-05 | 北京来也网络科技有限公司 | RPA and AI combined power grid work order processing method and device and electronic equipment |
| CN112184138B (en) * | 2020-08-17 | 2024-05-24 | 北京来也网络科技有限公司 | Power grid work order processing method and device combining RPA and AI and electronic equipment |
| CN112148732A (en) * | 2020-08-24 | 2020-12-29 | 北京来也网络科技有限公司 | Smart power grid electronic handover list monitoring method and device combining RPA and AI |
| CN113220489A (en) * | 2021-05-27 | 2021-08-06 | 中国平安人寿保险股份有限公司 | Information interaction method and device, computer and storage medium |
| CN113421057A (en) * | 2021-06-22 | 2021-09-21 | 北京致远互联软件股份有限公司 | Method for processing exception of flow circulation without processing in excess period |
| CN113450012A (en) * | 2021-07-13 | 2021-09-28 | 安徽易能网络科技有限公司 | Marketing inspection robot control system based on RPA technology |
| CN113505203A (en) * | 2021-09-08 | 2021-10-15 | 广东电网有限责任公司中山供电局 | Power marketing business monitoring method and system |
| CN113505203B (en) * | 2021-09-08 | 2022-01-25 | 广东电网有限责任公司中山供电局 | Power marketing business monitoring method and system |
| CN114254008A (en) * | 2022-03-01 | 2022-03-29 | 广东电网有限责任公司惠州供电局 | Information generation method and device and electronic equipment |
| CN114254008B (en) * | 2022-03-01 | 2022-05-24 | 广东电网有限责任公司惠州供电局 | Information generation method and device and electronic equipment |
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