CN111340354A

CN111340354A - Work order management and control method, system, computer equipment and storage medium

Info

Publication number: CN111340354A
Application number: CN202010112062.7A
Authority: CN
Inventors: 李�杰; 王洋; 司建华
Original assignee: Dongpu Software Co Ltd
Current assignee: Dongpu Software Co Ltd
Priority date: 2020-02-24
Filing date: 2020-02-24
Publication date: 2020-06-26

Abstract

The invention discloses a work order control method, a system, computer equipment and a storage medium, wherein the work order control method comprises the following steps: the server receives the consultation sheet submitted by the client, and distributes the consultation sheet to a website consultation sheet pool corresponding to the responsibility mechanism code according to the responsibility mechanism code in the consultation sheet; the server receives the claiming request submitted by the customer service end, and distributes the corresponding consultation sheet in the consultation module of the network point end to the personal consultation sheet pool corresponding to the adaptive customer service end according to the claiming request. If the consultation bill can not be processed by the mechanism, the input forwarding mechanism code can be used for forwarding the consultation bill to the corresponding consultation bill pool of other network points, and in addition, the invention can also realize other control of the consultation bill: the system has the technical characteristics of high processing efficiency, high processing quality, convenience and quickness in management and control, and humanization in management and control.

Description

Work order management and control method, system, computer equipment and storage medium

Technical Field

The invention belongs to the technical field of work order management and control, and particularly relates to a work order management and control method, a work order management and control system, computer equipment and a storage medium.

Background

Due to the huge business scale of traditional companies, in order to better understand the voice of customers, a separate customer service center or a background service center is usually arranged. After the background service center receives the problem consultation of the client, for some branch institutions which cannot answer or solve the problem (such as exclusive service of local branch institutions) on line (such as line maintenance problem), the problem needs to be forwarded (dispatched) to related service departments or branch institutions at the location of the client, and the result is returned to the background service center after the problem is solved, and the background service center informs the client or returns the visit. Under the problem processing mechanism, if the customer problem and the problem solving process can be recorded in more detail, the solving situation of the service problem can be known from the whole layer, and the processing level of each branch organization to the service problem can be known, so that the work order management and control system is produced at the discretion.

The essence of the work order management and control system is the number (such as the acceptance amount and the processing amount) and the ratio (such as the completion rate and the backlog rate), and many enterprises pay great attention to the processing efficiency and the quality of the work orders.

(1) Efficiency of treatment

Simply put, the processing efficiency of a work order is "how fast the processing is". Although the definition of processing efficiency varies slightly from industry to industry, most are measured in terms of "processing time". From the customer's perspective, "processing time" is "the time taken from when i propose a problem to when i's problem is finally solved," which is a very critical indicator.

Specifically, in different industries and services, the starting point of the duration can be calculated from the problem proposed by a client or from the acceptance of customer service; the time cut-off point is calculated to solve the problem or the result is notified to the client. The related indexes comprise average processing time, backlog time, average current conversion node number and the like.

(2) Quality of treatment

It is generally measured in terms of whether customer service personnel accurately understand customer needs and whether the customer is satisfied with the solution. In addition, whether the processing procedures (including processing sequence, query result and the like) of the work order are correct and meet the requirements can be checked. The relevant indexes include problem solving rate, repeated processing rate and the like.

The work order system should have the functions of:

in the initial use scenario, the work order system needs to record the service problem and the solution process thereof, and thus has the functions of recording (for recording the problem and processing the opinion and result), and circulating (for one-to-many and many-to-many transmission and reception of the problem and opinion). With the gradual refinement of business management, more and more dimensions are provided for measuring the processing capacity of the service center, the problem processing efficiency and whether a customer is satisfied with a processing result and a process become important management concerns, and therefore, the work order system derives the functions of statistics and report besides better using the recording and circulation functions (according with the use habits).

The prior art discloses a patent proposal of a client consultation list management system, which comprises: a client side and a server side;

wherein, the client further comprises: the consultation list creating module is used for creating a consultation list; a consulting list executing module for executing the created consulting list;

the server further comprises: the distribution rule module is used for automatically distributing the consultation list according to the rule; and the reply, execution and statistics module is used for replying, executing and performing statistics on the consultation list.

The proposal improves the management efficiency of the client consulting list in an automatic distribution mode. Although the efficiency of the automatic allocation of the consultation sheets is improved to a certain extent, for the internal processing of the whole system, if each customer service is processed according to the automatically allocated consultation sheets, the data volume is large, the processing is disordered, the resource waste and the management and control failure of the consultation sheets are easily caused, the management between all network points on the other layer cannot be effectively matched and can be rapidly processed, and the technical problems of low processing efficiency and the like are easily caused.

Jingdong in CN 201410776198. 2 discloses a work order generation method for goods logistics support, which comprises the following steps:

an external node acquisition step, comprising: acquiring a minimum node of each external data source system from a plurality of external data source systems as an external minimum node, wherein the external data source systems are used for managing logistics links of goods, and the minimum node of each external data source system is related to the position of the goods in the logistics process;

a node mapping step, comprising: generating at least one minimum work order object, and mapping at least one external minimum node by each minimum work order object; a node allocation step, comprising: distributing corresponding work order processing personnel for each minimum work order object according to the external minimum node mapped by the minimum work order object;

the work order sending response step comprises the following steps: receiving a work order sending request comprising an order number and an external data source system identification, wherein the external data source system identification is used for indicating a specific external data source system, and acquiring a minimum node related to the order number in the external data source system indicated by the external data source system identification as a current node;

the work order generation step comprises: and generating a work order, acquiring the minimum work order object mapped with the current node as the current minimum work order object, and sending the work order to work order processing personnel allocated to the current minimum work order object.

When the main work order is generated, aiming at different external data source systems, the organization structures of the main work order are completely different, the organization structure hierarchy of some systems has the maximum hierarchy limit, some systems can be created in an infinite hierarchy mode, and the most appropriate work order processing personnel are given through the management and control of the minimum work order generation.

The work order management and control system not only comprises the generation of work orders, the distribution of the work orders, the optimization processing of the work orders and the feedback of the work orders, but also comprises the management of work order processing personnel and the like. For the internal processing of the whole system, if each work order processing personnel does not carry out all-around management on the work order processing personnel, the data volume of the processing is large and the processing is disordered, so that the resource waste is easily caused, and each network point on the other layer cannot rapidly process the data, so that the technical problems of low processing efficiency and the like are caused.

Disclosure of Invention

The invention provides a work order management and control method, a system, computer equipment and a storage medium, aiming at solving the problems of low processing efficiency and large resource waste.

In order to solve the problems, the technical scheme of the invention is as follows:

a work order management and control method comprises the following steps: the server receives the consultation sheet sent by each client, and the consultation sheet at least carries the responsibility mechanism code; distributing the consultation sheet to a network point consultation sheet pool of a responsibility institution code corresponding to the network point end; and after receiving a claiming request submitted by a customer service terminal to which the website terminal belongs, distributing a corresponding consultation sheet in the website consultation sheet pool to a personal consultation sheet pool corresponding to the adaptive customer service terminal for customer service treatment.

In one embodiment, before the server receives the consultation list sent by the client, the method further comprises the following steps: and the server checks the consultation sheets to be received, and after confirming that the consultation sheets are abnormal, the consultation sheets are imported from the client to a database of the server in batches for the server to distribute.

In one embodiment, the operation of verifying the advisory list by the service end further comprises: whether the format of the consultation list meets the requirement;

whether the responsibility agency code exists in the preset;

whether preset necessary data in the consultation list is missing or not;

and if the identification codes in the consultation sheets submit other consultation sheets within a preset time period, performing data association on all the consultation sheets.

In one embodiment, the method further comprises the following steps: the server sets early warning processing mechanisms of different grades according to the consultation types of the preset consultation list; after the consultation sheet is distributed to the website consultation sheet pool, the consultation type corresponding to the consultation sheet is obtained firstly, the early warning processing mechanism with the adaptive grade is obtained according to the consultation type, and then the consultation sheet is subjected to aging monitoring and early warning prompting according to the aging early warning mechanism.

In one embodiment, the method further comprises the following steps: and after receiving the processing feedback of the consultation sheet returned by the customer service end, the service end adjusts the processing flow of the consultation sheet or modifies the processing result of the consultation sheet.

In one embodiment, the step of adjusting the processing flow of the counseling sheet or modifying the processing result of the counseling sheet after the service end receives the processing feedback of the counseling sheet returned by the customer service end further comprises: and the server receives the forwarding request submitted by the customer service end, the forwarding request at least carries the forwarding mechanism code, and then the corresponding consultation sheet in the personal consultation sheet pool is transferred to the website consultation sheet pool corresponding to the forwarding mechanism code, and the consultation sheet is set to be in a to-be-claimed state.

In one embodiment, the method further comprises the following steps: the server side correspondingly sets different customer service labels according to the preset consultation type of the consultation list; after the consultation sheet is distributed to the point consultation sheet pool, the service end receives the automatic distribution request submitted by the customer service end, and the consultation sheet in the point consultation sheet pool is automatically transferred to the personal consultation sheet pool corresponding to the adaptive customer service end according to the consultation type corresponding to the consultation sheet and the customer service label of the client.

In one embodiment, the method further comprises the following steps: and the server side receives the query request submitted by the client side or the customer service side, and then performs data query and feedback according to the corresponding authority of the client side or the customer service side.

A work order management and control system comprises a client, a server and a network point end, wherein the server is respectively connected with the client and the network point end through a network, the network point end is at least provided with a plurality of customer service ends and a network point end work order management and control subsystem, and the network point end work order management and control subsystem comprises an interaction module in interactive communication with the client, a network point consultation single pool storage unit and a processing sub-module for carrying out consultation order processing in the network point consultation single pool; the server further comprises:

the receiving module is used for receiving the consultation sheets sent by the clients at the server side, and the consultation sheets at least carry responsibility mechanism codes;

the distribution module is used for distributing the consultation sheet to a website consultation sheet pool of the website end corresponding to the responsibility mechanism code by the server end;

and the claiming module is used for distributing the corresponding consultation sheet in the website consultation sheet pool to the personal consultation sheet pool corresponding to the adaptive customer service end for customer service processing when the service end receives a claiming request submitted by the customer service end to which the website end belongs.

In one embodiment, the server further includes: and the checking module is used for checking the consultation sheet required to be received by the server before the server receives the consultation sheet sent by the client.

In one embodiment, the verification module comprises:

the format checking submodule is used for checking whether the format of the consultation sheet meets the requirement or not;

the mechanism code checking submodule is used for checking whether the responsible mechanism code exists in the preset state or not;

the data checking submodule is used for checking whether preset necessary data in the consultation list are missing or not;

and the data association checking submodule is used for checking whether the identification codes in the consultation notes submit other consultation notes within a preset time period or not, and if so, performing data association on all the consultation notes.

In one embodiment, the server further includes: the early warning module is used for setting early warning processing mechanisms of different grades by the server according to the preset consultation types of the consultation notes, obtaining the corresponding consultation types of the consultation notes after the consultation notes are distributed to the website consultation note pool, obtaining the early warning processing mechanism of the adaptive grade according to the consultation types, and carrying out aging monitoring and early warning prompt on the consultation notes according to the aging early warning mechanism.

In one embodiment, the server further includes: and the feedback processing module is used for adjusting the processing flow of the consultation sheet or modifying the processing result of the consultation sheet after the service end receives the processing feedback of the consultation sheet returned by the customer service end. Specifically, the feedback processing module comprises a forwarding sub-module, and is used for the service end to receive a forwarding request submitted by the customer service end, the forwarding request at least carries a forwarding mechanism code, and then the corresponding consultation sheet in the personal consultation sheet pool is transferred to a website consultation sheet pool corresponding to the forwarding mechanism code, and the consultation sheet is set to be in a to-be-claimed state.

In one embodiment, the server further includes: and the automatic distribution module is used for correspondingly setting different customer service labels by the server according to the preset consultation types of the consultation sheets, and when the consultation sheets are distributed to the website consultation sheet pool, the server receives an automatic distribution request submitted by the customer service, and automatically transferring the consultation sheets in the website consultation sheet pool to the personal consultation sheet pool corresponding to the adaptive customer service according to the consultation types corresponding to the consultation sheets and the customer service labels of the client.

In one embodiment, the server further includes: and the query module is used for the server side to query and feed back data according to the corresponding authority of the client side or the customer service side after receiving the query request submitted by the client side or the customer service side.

A computer device comprises a memory and a processor, wherein computer readable instructions are stored in the memory, and when the computer readable instructions are executed by the processor, the processor executes the steps of the work order management and control method.

A storage medium storing computer readable instructions which, when executed by one or more processors, cause the one or more processors to perform the steps of the work order management method described above.

Compared with the prior art, the invention has the following advantages and positive effects:

1) according to the invention, the service end can efficiently distribute the consultation list to the website consultation single pool of each website end of the customer service center according to the code of the responsibility mechanism in the consultation list, so that the invalid circulation of the consultation list among different website ends is avoided, the distribution efficiency of the service end for processing the consultation list is improved, meanwhile, the consultation list in the website consultation single pool is distributed to the personal consultation single pool of the adaptive customer service end in a mode of applying the consultation list to the service end, so that customer service personnel can efficiently process the consultation list which is in line with the frequent processing and skilled processing of individuals in high quality, the processing efficiency and the processing quality of the management and control of the consultation list are improved, and meanwhile, the management and control processing of the consultation list are more humanized;

2) the invention can avoid the fact that the consultation sheet needs to be received and needs to be submitted again by the client due to some form problems through the data verification of the server, thereby avoiding some unnecessary troubles in the treatment of the consultation sheet of the server, such as incorrect data format, coding without responsibility mechanism, necessary data loss and the like, thus improving the overall treatment efficiency of the consultation sheet of the server, and meanwhile, through the data verification of the server, the data association can be carried out between the consultation sheets with the same mark code (such as freight note number), thereby being convenient for the work order management and control of the server and being convenient for the information inquiry of the client or the customer service;

3) according to the invention, the service end carries out aging early warning on the consultation list, particularly sets early warning processing mechanisms of different grades according to the consultation types of the consultation list, carries out aging monitoring and early warning prompting on the consultation list according to the early warning processing mechanisms, so that the service end can effectively carry out processing efficiency control on the consultation list, thereby improving the processing efficiency of the consultation list;

4) the invention can also distribute automatically through the server, if a certain customer service person is good at or often handles the problem of losing articles, the service end of the consulting sheet which encounters losing articles is directly transferred into the personal consulting sheet pool of the customer service person without applying for a claim, wherein the service end can be labeled according to the type of the past handling problem of the customer service person, and the customer service person can also set the label by himself, so that the efficiency of processing the consulting sheet by the server is further improved by matching with the automatic distribution on the basis of the application for the automatic distribution, the matching degree of the consulting sheet and the customer service person is high, the processing quality and the processing efficiency of the consulting sheet can be effectively improved, and the automatic distribution of the server is more humanized;

5) according to the invention, the forwarding operation of the consultation sheet is carried out through the service terminal, if one consultation sheet is a question sheet which cannot be processed by the mechanism, the consultation sheet can be forwarded to other consultation centers, and the consultation sheet can be forwarded to the corresponding website consultation sheet pool of other consultation centers according to the input code of the forwarding mechanism, so that the website terminals of all branches can be matched with each other conveniently, some abnormal consultation sheets matched with problems are solved, the circulation of the consultation sheets between the website terminals of the service terminal is effectively improved, and the efficiency of the service terminal for processing the consultation sheets is improved;

6) the invention can inquire data through the server according to the authority of the client or the customer service end, such as a client, can inquire the relevant information of the consultation sheet initiated by the client, such as the customer service personnel, can inquire all the relevant information of the consultation sheet relevant to the customer service personnel, such as the management and control personnel of the website, can inquire all the relevant information of the consultation sheet of the whole website, the integral processing condition and the like, thereby being convenient for the personnel at each level to inquire and count the information and meeting the use requirements of the crowd using the server in all aspects.

Drawings

Various other advantages and benefits will become apparent to those of ordinary skill in the art upon reading the following detailed description of the preferred embodiments. The drawings are only for purposes of illustrating the preferred embodiments and are not to be construed as limiting the invention.

FIG. 1 is a flow chart of a work order management and control method according to an embodiment of the present invention;

FIG. 2 is a flow chart of a work order management and control method according to another embodiment of the present disclosure;

FIG. 3 is a block diagram of an embodiment of a work order management system;

fig. 4 is a block diagram of a work order management and control system according to an embodiment of the present invention.

Description of reference numerals:

100-a client; 200-a server; 300-mesh point end; 310-customer service end;

210-a receiving module; 220-a distribution module; 230-a claim module; 240-check module; 250-early warning module; 260-a feedback processing module; 261-a forwarding sub-module; 270-automatic allocation module; 280-query module.

Detailed Description

In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the following description will be made with reference to the accompanying drawings. It is obvious that the drawings in the following description are only some examples of the invention, and that for a person skilled in the art, other drawings and embodiments can be derived from them without inventive effort.

For the sake of simplicity, the drawings only schematically show the parts relevant to the present invention, and they do not represent the actual structure as a product. In addition, in order to make the drawings concise and understandable, components having the same structure or function in some of the drawings are only schematically illustrated or only labeled. In this document, "one" means not only "only one" but also a case of "more than one".

First embodiment

Referring to fig. 1, the present invention provides a work order management and control method of the flowchart shown in fig. 1, including the following steps:

step A1: the server receives the consultation sheet sent by each client, and the consultation sheet at least carries the responsibility mechanism code;

step A2: distributing the consultation sheet to a network point consultation sheet pool of a responsibility institution code corresponding to the network point end;

step A3: and after receiving a claiming request submitted by a customer service terminal to which the website terminal belongs, distributing a corresponding consultation sheet in the website consultation sheet pool to a personal consultation sheet pool corresponding to the adaptive customer service terminal for customer service treatment.

Each step of the present implementation will now be described in detail, but is not limited thereto:

the server is generally referred to as a work order management center, including but not limited to a plurality of service processing centers, a big data storage center, and an authentication center. The server mentioned in the present invention is a processing center with work order management and control function. The invention also relates to a consultation request from each client, and generally to at least one network site for processing the consultation request, the network site generally having a network site processing center and a plurality of customer service terminals. The customer service end is used for processing the consultation list of the network, and similarly, it should be noted that the client end, the network and the customer service end of the invention are only divided from the functional logic, and generally represent a communication terminal, an intelligent terminal or a server and the like provided with certain software if from the physical level.

Each step is described below.

Step A1 is described in detail.

And the server receives the consultation sheet sent by each client, and the consultation sheet at least carries the responsibility mechanism code. The server, also called background processing center, can directly receive and store the consultation sheet record sent by the client, and can also receive the data packet recorded by the client through the sheet recording subsystem and generate the consultation sheet record by the background.

It is considered that the counseling list received by the service end is likely to be a large amount of counseling list record data. For this reason, a big data processing scheme is adopted in this example. For example, the counseling sheet record or data packet sent by the client is a batch counseling sheet record sent by taking the network site where the counselor is located as a unit. For another example, the advisory list records or data packets are sent according to a predetermined priority level. The priority level is general and may be a predetermined time or a time exceeding the upper limit of the bulk transmission data before the bulk transmission. The priority level is high or highest and may be sent directly at a specified time (e.g., in hours) or directly after approval by the associated authority. Similarly, after receiving the record of the advisory list or the data packet, the server analyzes the record and then caches the record in a preset data storage area, and if the analyzed priority level is high or the highest, the server starts the record processing program of the advisory list according to the preset flow. If the analyzed priority level is general, after the processing time requirement or the processing record data volume requirement is met after caching, a consultation list record processing program is started. In addition, in order to improve the efficiency of system processing, the requirement of batch processing is considered.

The server side can directly store the generated consulting list record in a wide table or divide the consulting list record into different data areas for storage. In this example, the service end stores the generated consultation list records in a respective consultation list pool of the network points by taking the network points as units. Of course, in terms of display form, the website advisory sheets under each website are displayed in a website unit, and may be stored in the same storage area during storage, or may be stored in different storage areas. Each responsibility mechanism code corresponds to a network ID, and each consultation note record sets the processing state (such as pending claim state, claimed claim, processed statement, unprocessed and the like).

For example, the consultation sheet received by the server is stored in a website consultation sheet pool of the server side, the state is a to-be-claimed state, and the consultation sheet in the website consultation sheet pool can be viewed by accessing the server side, wherein different website consultation sheets correspond to each website side, the consultation sheets are distributed and stored in different website consultation sheets according to the responsibility mechanism codes bound to the consultation sheets, and the responsibility mechanism codes can be input when the consultation sheet is initiated. For example, the responsibility mechanism code of the ad hoc center a (i.e., the aforementioned example of the website) is 10001, the service end automatically allocates the consulting list with the responsibility mechanism code of 10001 to the website consulting list pool of the ad hoc center website, and the staff under the organization can claim from the website consulting list pool through the located customer service end, and at the same time, the staff under the organization can see all data permitted by the authority under the organization through the located customer service end. The counseling sheet which is acquired or assigned by the personnel under the organization through the client service side where the personnel under the organization are located is transferred into the personal counseling sheet pool of the individual through the service side, the data in the counseling sheet pool disappears, and the state is changed into a to-be-processed state after the data falls into the personal counseling sheet. The state of the consultation bill includes a state in processing, a state in statement ending, and the like besides the state to be claimed and the state to be processed.

It should be emphasized that the above-mentioned website consulting list pool and personal consulting list pool are also a broad meaning, that is, the storage space for storing consulting lists can be stored in the form of table, queue, etc. The invention can make the list of the inquiry list, and each inquiry list is stored in the form of queue. The above is only one specific example.

Step A2 is explained in detail.

The server side distributes the consultation sheet to a network point consultation sheet pool of the responsibility institution code corresponding to the network point side.

If the server side processes the consultation sheets in batch, caching the received consultation sheets, and under the first condition, the server side receives the consultation sheets which are uploaded in batch and preprocessed, analyzes the record of the consultation sheets, obtains the code of the responsibility mechanism from the record of the consultation sheets, and stores the corresponding record of the consultation sheets into a website consultation sheet pool of the website side matched with the code of the responsibility mechanism. The second situation is that after the counseling sheet records which can be analyzed by the server are all stored together, the counseling sheet records can be classified by encoding the counseling sheet records of the corresponding network nodes by the responsibility mechanism.

The distribution in the scheme is only to show that all the website consultation list information can be found through the website information.

Step A3 is specifically described.

And after receiving a claiming request submitted by a customer service end to which the website end belongs, distributing the corresponding consulting sheet in the website consulting sheet pool to a personal consulting sheet pool corresponding to the adaptive customer service end for customer service processing.

The customer service end can establish a corresponding personal consultation pool aiming at the customer service, and also can establish a plurality of to one personal consultation pool, for example, if a certain customer service is a practice customer service, the customer service end can be the same personal consultation pool with the customer service of the practice customer service.

The customer service end can actively send a claiming request to the service end, and can also be actively distributed to the customer service end by the service end. In addition, when a large concurrent claiming request occurs at the customer service end, a concurrent claiming consultation single-processor mechanism can be started.

For example, the service end continuously obtains a claiming request provided by the customer service end, analyzes the information of the network point consulting list pool and the corresponding information of the consulting list, locks the information of the consulting list, and then distributes the locked consulting list to the corresponding personal consulting list pool. And if the information of the consultation sheet needs to be processed after being locked, directly returning the feedback of the failure of the corresponding customer service terminal claiming request. If the consultation sheet in the consultation sheet pool is not claimed within the set time, the server side can calculate the residual claiming consultation sheet limit of each customer service based on the maximum daily processing sheet amount and the claimed consultation sheet amount of the customer service of the website, and can count the information of the customer service capable of receiving orders; and sequencing all the unclaimed consultation sheets and then distributing the sequenced consultation sheets to each order-receivable customer service for processing according to the number of the search sheets of each customer service, the number of the unclaimed consultation sheets and the order-receivable customer service information.

If the locked new consultation list is not matched with the customer service claiming consultation list in the validity period, the new consultation list does not continue to wait any more, namely the unlocked new consultation list is marked as a lockless worksheet and returned to a website consultation list pool for other customer service claiming consultation lists to process; meanwhile, considering that the processing efficiency of different customer services is different, the residual claiming consultation unit amount of each customer service needs to be evaluated according to the maximum daily processing unit amount of the customer service and the claiming consultation unit amount, a claiming consultation unit strategy which is different from person to person and flexibly distributed is adopted to avoid the condition that the consultation unit backlog processing is delayed due to blind claiming of part of the customer services, the timeliness of the consultation unit processing is ensured from the source, and finally, for the consultation units in a lock-free point consultation unit pool, the number of the search units of each customer service, the number of the lock-free consultation units and the information of the order-capable customer service are referred, all the lock-free consultation units are sequenced and then distributed to each order-capable customer service for processing, the uniformity of the consultation unit distribution is ensured, and the occurrence of the time of the consultation unit backlog caused by distributing the same consultation unit in a single set of a certain period of consultation is avoided. Therefore, the method for concurrently claiming the consultation sheets with large user quantity provided by the embodiment can realize high-concurrency claim consultation sheets, improve the efficiency of the claim consultation sheets, meanwhile, assign the consultation sheets to the currently most suitable and optimal customer service through the priority matching strategy, strengthen the service capability of the customer service and ensure the processing quality of the consultation sheets, and in addition, because the time distribution of the consultation sheets obtained by each customer service is relatively uniform, the method can ensure that each consultation sheet has enough time to be processed, and improve the experience of clients.

And when the server distributes the consultation list, intelligent distribution can be carried out by adopting a neural network algorithm. For example, the historical consultation sheet data processed by each customer service counts the problem label which each customer service is adept to process, and trains out the capability model corresponding to the customer service; identifying the content of the new consultation list, and screening out the customer service of the matching capacity model from the content of the new consultation list to be locked as matching customer service; and locking the new consultation list, and preferentially waiting for the matched customer service list taking process in the validity period.

In order to ensure the stability of the system, in the specific implementation, the same customer service can execute the order taking action again only after executing the order taking action once at a certain interval of sleep time, for example, the sleep time is set to be 50 milliseconds, after the order taking action is not successful, the thread wakes up for 50 milliseconds, then the order taking action is repeated, and when the accumulated times reach the threshold value and the order taking is not successful, the order taking is released passively by default so as to reduce the operation pressure of the system.

In the embodiment, the service end can efficiently distribute the consultation sheets to the network point consultation sheet pools of all network point ends of the customer service center according to the codes of the responsibility mechanisms in the consultation sheets, so that the invalid circulation of the consultation sheets among different network point ends is avoided, the distribution efficiency of the service end for processing the consultation sheets is improved, meanwhile, the consultation sheets in the network point consultation sheet pools are distributed to the personal consultation sheet pools of the adaptive customer service ends in a mode of applying the consultation sheets to the service end, therefore, customer service staff can efficiently process the consultation sheets which accord with the frequent processing and the skilled processing of individuals in high quality, the processing efficiency and the processing quality of the management and control of the consultation sheets are improved, and meanwhile, the management and control processing of the consultation sheets are more humanized.

Second embodiment

Referring to fig. 2, the present invention further provides a work order management and control method based on the first embodiment, wherein steps S20, S30, and S51 respectively correspond to steps a1, a2, and A3 in the first embodiment, and in addition to the technical content described in the first embodiment, the work order management and control method of the present embodiment further includes the following steps:

first, before step S20, a consultation list generation step is generally included. The consulting list can be generated by inputting the consulting list into the unified database according to the preset rule by a network consultant receiving the consulting call, and can also be generated by directly inputting the consulting list by a client.

The client and the website consultant fill corresponding input contents in a corresponding consultation bill request generating module (such as also called as an 'input subsystem') according to preset rules, wherein the corresponding input contents include but are not limited to a logistics bill number and/or a freight bill number, consultation incoming call information, consultation time, consultation types and consultation contents.

The consultation list request generation module can be a specific application on a client (such as the client and a terminal used by a website consultant), and a module of the existing internal MES management software, wherein the application can exist in the form of APP or a functional plug-in. Therefore, the client mentioned later in the invention is a broad concept, and comprises a carrier for realizing the function service, which can be installed in a wide range of clients or a terminal used by a website consultant.

The consultation list request generating module can generate a consultation list data packet from the content input by the client or the website consultant terminal and return the consultation list data packet to the server, and can also generate an input content generation request packet and upload the request packet to the server, so that the server generates a consultation list record.

TABLE 1

The system generates a advisory sheet record of a predetermined format, in this example, as shown in table 1. The counseling sheet record at least comprises a counseling sheet number ID, a logistics sheet number and/or an invoice number, a counseling source, a counseling type, a responsibility institution and the like.

Each consultation sheet corresponds to a consultation sheet number ID with unique identification. The consultation list number ID can be generated by a consultation list request generation module, can be a multi-bit random number, and needs to ensure the uniqueness of the consultation list number ID. The counseling single number ID may also be composed of multiple sets of codes, such as an initiating organization code + a counseling type code + a counseling time + a random number + a check bit, and the like. When the consulting list number is transmitted, the sender and the receiver can directly analyze the related content through the corresponding ID and the coding rule, so that the transmission efficiency is improved, and the transmitted data is reduced.

In this example, the same physical distribution list number may have a plurality of ID of the consultation list numbers, that is, the consultation list numbers correspond to different consultation list records, and all the consultation list records under the same physical distribution list number may be sorted together according to the field of the physical distribution list number, so as to be conveniently and uniformly fed back to the corresponding clients.

The consultation types related to all the consultation lists are preset, and the treatment priorities are different according to the consultation types. For example, a priority level corresponding to a consultation type is pre-established, and if some consultation types are high-level priorities, corresponding processing flows are different, and the levels of persons responsible for processing may be different.

In this example, the system sets user authority management for the user of the work order management and control system. For example, the system sets up multiple levels of rights management for the user.

The system sets different roles for vast clients and website customer service staff, the account of the user binds the role and the affiliated mechanism, and the role binds the authority.

Different use permissions are set for different account roles, and different roles can view different data. The roles can be divided into headquarters, network customer service supervisor and clients. Headquarter: checking all data and all function authorities; customer service: checking data corresponding to the network points; a customer service manager: and checking data corresponding to the network points and the parts. Each role is bound with an affiliated organization, and the affiliated organizations are provided with corresponding responsibility organization codes.

For example, the role given by the role of the account A is a customer service manager, the bound affiliated mechanism is AA, and the resources allocated by the customer service role only allow a user of the role to see a consultation list pool under the management of the consultation list, initiate two menus of the consultation list and a part button under the menu, and allow the user to operate;

for example, the data of the website (the account number carrying the role enters the system to check the data and only can see the data of the department, and similarly, the customer service role under the department only can see the data of the user when entering the system).

The headquarter can be assigned with higher authority to check all data, the authority assignment is finer, the users with different roles can be more flexibly met, the headquarter can be assigned to allow checking, and the headquarter can also be assigned to modify, add, export, delete, import in batches, input in single mode and display the authorities of all tables.

The account of the user corresponds to different role types, different role types are bound with different mechanism identifications, and different role types correspond to different operation processing levels. For example, if the operation processing level is one level, only the operation processing level is allowed to be viewed. The operation processing level is two-level, and certain field information is allowed to be viewed and entered. The operation processing level is three-level, so that the operation processing level is allowed to be added, exported, deleted, imported in batches and the like. In technical implementation, a data authority table can be established to store and manage the authority of the user. When the related information of the network point is added or modified (the customer service personnel of the network point is added, the operation processing level of a certain type of personnel of the network point is increased, and the like), only the data authority list needs to be updated, and the related content of the network point is modified in the authority list. Similarly, when the operation processing level and the corresponding operation authority are increased or modified, only the data authority table needs to be maintained and updated, so that the authority management of the system to the user or the account is more orderly.

When a user logs in the system, the user can log in after identity recognition is carried out through the identity information recognition module. The identity information identification module comprises a thermal imaging device, a camera device, a voice recognition device and the like, and is used for acquiring position information, thermal imaging information, image information and voice information of a person and transmitting the information to the local processing module. The information input module is used for inputting the user identity information into the system and endowing the user identity with corresponding management authority after the user matches the user information such as account number and password. The local processing module is used for processing the position information, the thermal imaging information, the image information and the sound information, recording the user identity and the authority information, matching the user identity with the identity information identified by the identity information identification module when the user performs identity verification, and comparing the user identity with the identity information on the server side when needed. The server is used for recording the user identity information at the cloud end and can be called and compared locally at any time. The authority distribution module is used for matching the user identity with the authority and dynamically organizing and distributing all the management authorities.

In consideration of the security of user authority management and control, the system can also detect user authority abnormity periodically. For example, obtaining the network points and the post information corresponding to the role authority of the user to be tested, setting the network points, the post information, the operation processing level and the like into a subset sequence after digitalization, and generating the authority abnormality degree EOF (X) of each user in each subset sequence; and detecting if the authority abnormity degree exceeds a preset value.

And secondly, after the system receives the record of the consultation list, generally, a verification step of the record of the consultation list is needed. When the record of the consultation list received by the server is generated in advance, the consultation list can be processed after the verification step is started. If the consultation list request data packet received by the server side can be cached and verified, and then consultation list records can be generated.

Referring also to fig. 2, the step S10 may be further included before the consultation list is processed after the server receives the consultation list submitted by the client: and checking the consultation sheet to be received, and acquiring complete information of the consultation sheet from a sheet recording subsystem or a two-dimensional code cache system of the client and importing the complete information into a database of the server after the consultation sheet is checked to be abnormal. Generally, a consultation order request submitted by a client is sent to a server according to a preset data format, and a common method is to set a check bit in the data format and only check the check bit. Or the consultation sheet submitted by the client is firstly encrypted by the private key, and the server decrypts the consultation sheet by the public key after receiving the request, and the consultation sheet passes the decryption and is considered to be verified. For example, some specific information, such as client ID information, order information, etc., is analyzed from the consultation bill, and the information stored in the server is checked, and if the check is passed, the check is considered to be passed.

In this example, the verification operation may further operate as follows:

firstly, checking whether the data format in the consultation list is correct, if so, only allowing to input numbers and not allowing to input Chinese characters;

secondly, checking whether the responsibility mechanism code exists in the consulting list, and in addition, checking whether the waybill number, the client, the consulting type, the responsibility mechanism code and the problem description exist in the consulting list;

thirdly, checking whether necessary data in the consultation list are missing, and if some data are necessary data, the data cannot be null;

and then, checking whether the waybill number in the counseling sheet submits other counseling sheets in a preset time period, if so, performing data association, and if so, inquiring whether the counseling sheet initiating the same waybill number exists in the last 15 days, and if so, performing data association, so that a customer service worker can conveniently inquire related information data when processing the counseling sheet, and the efficiency of the customer service worker for processing the counseling sheet is improved.

The verification operation of the embodiment is more accurate and complete, and the effect of good early detection is achieved for subsequent work order management and control.

In this embodiment, the service end performs data check on the advisory sheets to be received, which can avoid the need of re-submitting the advisory sheets by the client due to some form problems, thereby avoiding some unnecessary troubles in the processing of the advisory sheets by the service end, such as incorrect data format, no code with responsibility mechanism, necessary data loss, and the like, so as to improve the overall processing efficiency of the advisory sheets by the service end, and simultaneously, the data check by the service end can correlate the advisory sheets with the same mark code (such as the transport order number), thereby facilitating the work order management and control of the service end, and facilitating the information query of the client or the client.

Third, the present embodiment may further include step S40: the server sets early warning processing mechanisms of different grades according to the consultation types of the preset consultation list; after the consultation sheet is distributed to the website consultation sheet pool, the consultation type corresponding to the consultation sheet is obtained firstly, the early warning processing mechanism with the adaptive grade is obtained according to the consultation type, and then the consultation sheet is subjected to aging monitoring and early warning prompting according to the aging early warning mechanism.

Specifically, after receiving the advisory sheet, according to the type of the advisory sheet initiating the advisory sheet, the specific types of the advisory sheet in the implementation are classified into order checking, service attitude, lost article, damaged article, abnormal sign-in, interception return, rejection, urging article, address change/information change, order cancellation/warehouse transfer and the like, different processing limit time is set according to the type of the advisory sheet, the server performs state reminding on the advisory sheet according to the processing limit time, for example, the service can perform reminding in three states of normal, early warning and overtime, specifically, for example, the service can limit the statement within 72 hours, otherwise, the statement is overtime, and how much before overtime is an early warning state, which can set the service.

In this embodiment, after receiving the processing feedback of the counseling sheet returned by the customer service end, the service end adjusts the processing flow of the counseling sheet or modifies the processing result of the counseling sheet. The processing feedback comprises feedback of a consultation list reply result, feedback that the consultation list needs to be forwarded, feedback that the consultation list is abnormal and the like, the server side adjusts the processing flow of the corresponding consultation list according to the feedback, such as statement settlement, forwarding and the like, or modifies and updates the processing result of the consultation list, and therefore the client side obtains the processing result of the consultation list through the server side.

According to the embodiment, the service end carries out aging early warning on the consultation list, the early warning processing mechanisms of different levels are set according to the consultation types of the consultation list, and the consultation list is subjected to aging monitoring and early warning prompting according to the early warning processing mechanisms, so that the service end can effectively carry out processing efficiency management and control on the consultation list, and the processing efficiency of the consultation list is improved.

Fourthly, the feedback processing that the consultation list needs to be forwarded in this embodiment is: step S52: and the server receives the forwarding request submitted by the customer service end, the forwarding request at least carries the forwarding mechanism code, and then the corresponding consultation sheet in the personal consultation sheet pool is transferred to the website consultation sheet pool corresponding to the forwarding mechanism code, and the consultation sheet is set to be in a to-be-claimed state.

If the consulting list in the personal consulting list pool can not be processed by the mechanism due to part of reasons, the mechanism can be forwarded by an administrator (customer service manager account) and then forwarded to a mechanism capable of processing for operation, when the consulting list needs to be forwarded, the forwarding mechanism codes are input to inform a service end of the forwarding destination of the consulting list, the forwarded consulting list falls into a website consulting list pool corresponding to the forwarding mechanism codes, and the state is changed into a to-be-claimed state. For example, a certain consultation bill is in the institution A, claimed by the customer service a1 of the institution A, the state is changed from claiming to treating, if the state is treated, the state is changed to treating, but due to part of reasons, a1 cannot treat or the statement needs to be handed over to the institution B for treatment, a forwarding operation exists, after the server side forwards the consultation bill to the institution B, the consultation bill is transferred to a website consultation bill pool of the institution B, the state is changed to claiming, the consultation bill is distributed by a person in charge of the institution B or a person under the institution B claims to claim the consultation bill for reprocessing operation, and meanwhile, the forwarding operation is recorded so as to facilitate the treatment of the forwarded consultation bill.

In the embodiment, the forwarding operation of the consultation bill is carried out through the server, if one consultation bill is a question bill which cannot be processed by the mechanism, the consultation bill can be forwarded to other consultation centers, and the consultation bill can be forwarded to the corresponding website consultation bill pools of other consultation centers according to the input codes of the forwarding mechanism.

Fifth, the present embodiment may further include step S53: the server side correspondingly sets different customer service labels according to the preset consultation type of the consultation list; after the consultation sheet is distributed to the point consultation sheet pool, the service end receives the automatic distribution request submitted by the customer service end, and the consultation sheet in the point consultation sheet pool is automatically transferred to the personal consultation sheet pool corresponding to the adaptive customer service end according to the consultation type corresponding to the consultation sheet and the customer service label of the client.

Specifically, in the method of applying a consultation list to a server, the server may automatically allocate the consultation list in a consultation list pool of a website, for example, to customer service staff according to a consultation type of the consultation list, where the consultation type includes: the method comprises the steps of order checking, service attitude, missing, damage, abnormal signing, interception return, rejection, piece urging, address changing/information changing and order changing/bin returning, wherein if a certain customer service person is good at or frequently handles the problem of missing pieces, a consultation list server side which encounters the missing pieces can directly transfer to a consultation list pool of the customer service person, application is not needed, the specific customer service person can mark according to the type of past handling problems or set labels by the customer service person, and the server side carries out automatic distribution according to the labels and the consultation type. Preferably, the service end can also automatically control the quantity of the unprocessed sheets in the personal consulting sheet pool of the customer service staff, and can also automatically control the on-off of the distribution through the customer service staff or the customer service manager, so that the customer service staff is prevented from being automatically distributed with more consulting sheets under the condition that some consulting sheets are already filed, and the integral processing efficiency of the consulting sheets at the service end is influenced.

In the embodiment, automatic allocation can be performed through the service end, if a certain customer service person is good at or frequently handles the problem of missing pieces, the service end of the consulting list which encounters the missing pieces is directly transferred into the personal consulting list pool of the customer service person without requiring application, wherein the service end can be labeled according to the type of the past handling problem of the customer service person, and the customer service person can also set the label by himself.

Sixthly, the present embodiment may further include step S54: and the server side receives the query request submitted by the client side or the customer service side, and then performs data query and feedback according to the corresponding authority of the client side or the customer service side. Wherein, the request query content in the query request at least comprises one of the following contents: the consultation information of the consultation bill, the order information, the operation record, the logistics record and other consultation bill records of the same freight bill number.

Specifically, the server sets different roles for a large number of clients and website client service personnel, the account of the user binds the roles and the responsibility mechanism codes corresponding to the affiliated mechanisms, the roles bind data permissions, different use permissions are set for different account roles, and different roles can view different data. Preferably, the roles can be divided into headquarters, network end customer service supervisor, customers, etc.: the headquarters can view all data and all functional authorities; the customer service can check the corresponding data of the network end; the customer service manager can check the corresponding data of the network end and the branch.

Preferably, in order to facilitate the client to perform data query, the server is additionally provided with a query request of the consultation list initiated by the client, so that the single initiating the consultation can see the data state to better show the specific condition of the consultation list. Preferably, in order to show the detailed information of the consulting list in detail, the server can check the information such as consulting information, order information, operation records, logistics records, other problem records of the same waybill and the like through the inquiry request with the number of the consulting list.

In the embodiment, data query is performed through the server according to the authority of the client or the customer service end, for example, the client can search relevant information of a consultation sheet initiated by a client person, for example, customer service personnel can search relevant information of all consultation sheets related to the customer service personnel, for example, the website management and control personnel can search relevant information of all consultation sheets and overall processing conditions of the whole website end, and the like.

The control method provided by the invention can achieve optimal resources and high efficiency.

Third embodiment

Referring to fig. 3 and 4, respectively, the present invention further provides a work order management and control system of the schematic diagram of the embodiment shown in fig. 3 and 4, which includes: the system comprises a client 100, a server 200 and a website 300, wherein the server 200 is respectively connected with the client 100 and the website 300 through a network, and the website 300 is at least provided with a plurality of customer service terminals 310; the server 200 further comprises:

a receiving module 210, configured to receive, by the server 200, the counseling sheet sent by each client 100, where the counseling sheet at least carries a responsibility institution code;

the distribution module 220 is used for the server 200 to distribute the consulting list to the website consulting list pool corresponding to the responsibility institution code of the website terminal 300;

the claiming module 230 is configured to, when the service end 200 receives a claiming request submitted by the customer service end 310 to which the website end 300 belongs, allocate a corresponding counseling sheet in the website counseling sheet pool to a personal counseling sheet pool corresponding to the adapted customer service end 310 for customer service processing.

The client in this embodiment may be a mobile client, a web client, a DNS client, a PC client, and a terminal device provided with the client, which provide local services for clients, similarly, the website and the customer service in this embodiment may be a mobile client, a web client, a DNS client, a PC client, and a terminal device provided with the client, which provide local services for websites and customer service staff, respectively, and the service in this embodiment is a service terminal device, such as a server, which provides services for clients, websites, and customer services and stores relevant data.

In this embodiment, referring to fig. 4, the server 200 further includes: the verification module 240 is configured to, before the service end 200 receives the advisory list sent by the client 100, perform a verification operation on the advisory list that needs to be received by the service end 200. Specifically, the verification module includes: the format checking submodule is used for checking whether the format of the consultation sheet meets the requirement or not; the mechanism code checking submodule is used for checking whether the responsible mechanism code exists in the preset state or not; the data checking submodule is used for checking whether preset necessary data in the consultation list are missing or not; and the data association checking submodule is used for checking whether the identification codes in the consultation notes submit other consultation notes within a preset time period or not, and if so, performing data association on all the consultation notes. The receiving module is specifically configured to import the consulting list from the client 100 to the database of the server 200 in batch for the server 200 to distribute after the server 200 performs the checking operation on the consulting list to confirm that there is no abnormality.

In this embodiment, the server 200 further includes:

the early warning module 250 is configured to set early warning processing mechanisms of different levels by the server 200 according to a preset consultation type of the consultation list, and obtain a consultation type corresponding to the consultation list after the consultation list is distributed to the website consultation list pool, obtain an early warning processing mechanism of an adaptive level according to the consultation type, and perform aging monitoring and early warning prompting on the consultation list according to the aging early warning mechanism.

The feedback processing module 260 is configured to adjust a processing flow of the consultation sheet or modify a processing result of the consultation sheet after the service end 200 receives the processing feedback of the consultation sheet returned by the customer service end 310. Specifically, the feedback processing module 260 includes a forwarding sub-module 261, which is used for the service end 200 to receive the forwarding request submitted by the customer service end 310, where the forwarding request at least carries the forwarding mechanism code, and then transfer the corresponding counseling sheet in the personal counseling sheet pool to the website counseling sheet pool corresponding to the forwarding mechanism code, and set the counseling sheet to be in the to-be-claimed state.

The automatic allocation module 270 is configured to set different customer service labels by the server 200 according to the preset consultation types of the consultation tickets, and after the consultation tickets are allocated to the website consultation list pool, the server 200 receives the automatic allocation request submitted by the customer service 310, and then the server 200 automatically transfers the consultation tickets in the website consultation list pool to the personal consultation list pool corresponding to the adaptive customer service 310 according to the consultation types corresponding to the consultation tickets and the customer service labels of the client 100.

The query module 280 is configured to, when the server 200 receives a query request submitted by the client 100 or the client 310, perform data query and feedback according to the corresponding authority of the client 100 or the client 310.

The modules disclosed above are only logical modules, and the system or the method provided by the embodiments of the present application can be executed by the electronic device, and the electronic device has corresponding functional modules and beneficial effects for executing the system or the method. For technical details that are not described in detail in the present embodiment, reference may be made to the system or method provided in the embodiments of the present application.

Moreover, the above-described system embodiments are merely illustrative, wherein the units described as separate parts may or may not be physically separate, and the parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of the present embodiment.

Fourth embodiment

The present invention also proposes a computer device, including a memory and a processor, where the memory stores computer-readable instructions, and the computer-readable instructions, when executed by the processor, cause the processor to execute the steps of the work order management method as mentioned in the first embodiment or the second embodiment.

Fifth embodiment

The present invention proposes a storage medium storing computer-readable instructions which, when executed by one or more processors, cause the one or more processors to perform the steps of the work order management method as mentioned in the first or second embodiment above.

With respect to the above embodiments, those skilled in the art will appreciate that all or part of the steps in the methods of the above embodiments may be implemented by hardware related to instructions of a program, which may be stored in a computer-readable storage medium, and the storage medium may include: read Only Memory (ROM), Random Access Memory (RAM), magnetic or optical disks, and the like.

The technical features of the embodiments described above may be arbitrarily combined, and for the sake of brevity, all possible combinations of the technical features in the embodiments described above are not described, but should be considered as being within the scope of the present specification as long as there is no contradiction between the combinations of the technical features.

The above-mentioned embodiments only express some exemplary embodiments of the present invention, and the description thereof is more specific and detailed, but not construed as limiting the scope of the present invention. It should be noted that, for a person skilled in the art, several variations and modifications can be made without departing from the inventive concept, which falls within the scope of the present invention. Therefore, the protection scope of the present patent shall be subject to the appended claims.

Claims

1. A work order management and control method is characterized by comprising the following steps:

the server receives a consultation sheet sent by each client, wherein the consultation sheet at least carries the responsibility mechanism code;

distributing the consultation sheet to a website consultation sheet pool of a website end corresponding to the responsibility institution code;

2. The work order management and control method as claimed in claim 1, wherein the step of the server receiving the consultation order sent by the client further comprises: and the server checks the consultation sheets to be received, and after confirming that the consultation sheets are abnormal, the consultation sheets are imported into a database of the server from the client in batch for the server to distribute.

3. The work order management and control method of claim 2, wherein the verifying operation of the service end on the consulting list comprises:

whether the format of the consultation bill meets the requirement;

whether the accountability mechanism code exists in the preset;

whether preset necessary data in the consultation list is missing or not;

4. The work order management and control method according to any one of claims 1 to 3, further comprising:

the server sets early warning processing mechanisms of different grades according to the preset consultation types of the consultation list;

after the consultation sheet is distributed to the website consultation sheet pool, the consultation type corresponding to the consultation sheet is obtained firstly, the early warning processing mechanism with the adaptive grade is obtained according to the consultation type, and the consultation sheet is subjected to aging monitoring and early warning prompting according to the aging early warning mechanism.

5. The work order management and control method of claim 1, further comprising:

after receiving the processing feedback of the consultation sheet returned by the customer service end, the service end adjusts the processing flow of the consultation sheet or modifies the processing result of the consultation sheet, wherein,

and the server receives a forwarding request submitted by the customer service end, the forwarding request at least carries a forwarding mechanism code, and the corresponding consultation sheet in the personal consultation sheet pool is transferred to the website consultation sheet pool corresponding to the forwarding mechanism code, and the consultation sheet is set to be in a to-be-claimed state.

6. The work order management and control method of claim 1, further comprising:

the server correspondingly sets different customer service labels according to the preset consultation type of the consultation sheet, and after the consultation sheet is distributed to the website consultation sheet pool, the server receives an automatic distribution request submitted by the customer service, and automatically transfers the consultation sheet in the website consultation sheet pool to the personal consultation sheet pool corresponding to the adaptive customer service according to the consultation type corresponding to the consultation sheet and the customer service label of the client;

and the server side receives the query request submitted by the client side or the customer service side, and then performs data query and feedback according to the corresponding authority of the client side or the customer service side.

7. A work order management and control system is characterized by comprising a client, a server and a network point end, wherein the server is respectively connected with the client and the network point end through a network, the network point end is at least provided with a plurality of customer service ends and a network point end work order management and control subsystem, and the network point end work order management and control subsystem comprises an interaction module in interactive communication with the client, a network point consultation single pool storage unit and a processing sub-module for carrying out consultation order processing in the network point consultation single pool; the server further comprises:

the receiving module is used for receiving the consultation sheet sent by each client by the server side, and the consultation sheet at least carries the responsibility mechanism code;

and the claiming module is used for distributing the corresponding consultation sheet in the website consultation sheet pool to the personal consultation sheet pool corresponding to the adaptive customer service end for customer service processing when the server receives a claiming request submitted by the customer service end to which the website end belongs.

8. The work order management and control system of claim 7, wherein the server further comprises:

a checking module, configured to, before the service end receives the consultation sheet sent by the client, perform a checking operation on the consultation sheet that needs to be received by the service end, where the checking module includes:

the format checking submodule is used for checking whether the format of the consultation list meets the requirement or not;

the mechanism code checking submodule is used for checking whether the responsibility mechanism code exists in the preset condition or not;

9. A computer device comprising a memory and a processor, the memory having stored therein computer readable instructions which, when executed by the processor, cause the processor to perform the steps of the work order management method of any of claims 1 to 6.

10. A storage medium having stored thereon computer-readable instructions, which, when executed by one or more processors, cause the one or more processors to perform the steps of the work order management method of any one of claims 1-6.