CN112561301A - Work order distribution method, device, equipment and computer readable medium - Google Patents

Work order distribution method, device, equipment and computer readable medium Download PDF

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CN112561301A
CN112561301A CN202011453201.9A CN202011453201A CN112561301A CN 112561301 A CN112561301 A CN 112561301A CN 202011453201 A CN202011453201 A CN 202011453201A CN 112561301 A CN112561301 A CN 112561301A
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work order
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叶敬宁
张相龙
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Beijing ByteDance Network Technology Co Ltd
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Abstract

The embodiment of the disclosure discloses a work order distribution method, a work order distribution device, a work order distribution equipment and a computer readable medium. One embodiment of the method comprises: acquiring a target work order to be processed from a work order sequence to be processed based on the priority of at least one work order to be processed; inquiring a customer service group set capable of processing the target work order to be processed, wherein the customer service group set comprises at least one customer service group; screening the at least one customer service group based on a preset rule to determine a target customer service group; and filtering at least one piece of customer service information in the target customer service group, determining the target customer service, and sending the target to-be-processed work order to the target customer service. The implementation mode is beneficial to improving the timeliness and effectiveness of processing the work order to be processed, and the data processing efficiency is improved.

Description

Work order distribution method, device, equipment and computer readable medium
Technical Field
The embodiment of the disclosure relates to the technical field of computers, in particular to a work order distribution method, a work order distribution device, work order distribution equipment and a computer readable medium.
Background
With the development of information technology, a large number of services can be completed through information interaction between users and customer services, and the data processing efficiency of the services is greatly improved.
In practice, the number of users of each service is huge, and when the customer service group processes the user service data, the user service data can be distributed to a plurality of customer services under the customer service group, so that the customer services can process the user service data.
Generally, the customer service can obtain the priority of the user service data, and set the processing order of the user service data according to the priority. However, the priority of a certain user traffic data may change with time or processing of other user traffic data. That is, customer service needs to adjust the priority of user traffic data from time to time, and reordering of user traffic data due to changes in priority, which undoubtedly consumes a large amount of computing resources.
In addition, customer service typically assigns user traffic data to a particular customer service via a round-robin, averaging, or other assignment strategy. Due to the difference of the data type and the data size of the user service data, the time and the data processing amount for customer service processing the user service data are also different. Therefore, the allocation method can only ensure the balance of the allocation quantity of each customer service, and cannot really realize the effective processing of the user service data, so that the processing efficiency of the existing customer service on the user service data is not high.
Disclosure of Invention
This summary is provided to introduce a selection of concepts in a simplified form that are further described below in the detailed description. This summary is not intended to identify key features or essential features of the claimed subject matter, nor is it intended to be used to limit the scope of the claimed subject matter.
Some embodiments of the present disclosure propose work order assignment methods, apparatuses, devices and computer readable media to solve the technical problems mentioned in the background section above.
In a first aspect, some embodiments of the present disclosure provide a work order allocation method, including: acquiring a target work order to be processed from a work order sequence to be processed based on the priority of at least one work order to be processed; inquiring a customer service group set capable of processing the target work order to be processed, wherein the customer service group set comprises at least one customer service group; screening the at least one customer service group based on a preset rule to determine a target customer service group; and filtering at least one piece of customer service information in the target customer service group, determining the target customer service, and sending the target to-be-processed work order to the target customer service.
In a second aspect, some embodiments of the present disclosure provide a work order processing method, including: acquiring work order attribute information of a work order to be processed, wherein the work order attribute information comprises at least one piece of static attribute information, and the static attribute information is attribute information which does not change along with time; calculating the priority of the work order to be processed according to the work order attribute information; and adding the work order to be processed into the work order sequence to be processed according to the priority, so that the work order to be processed is distributed and processed according to the distribution method of the first aspect.
In a third aspect, some embodiments of the present disclosure provide a work order distribution apparatus, the apparatus comprising: the target work order to be processed acquiring unit is configured to acquire a target work order to be processed from the work order sequence to be processed based on the priority of at least one work order to be processed; a customer service group set query unit configured to query a customer service group set capable of processing the target job order to be processed, wherein the customer service group set comprises at least one customer service group; the target customer service group determining unit is configured to screen the at least one customer service group based on a preset rule to determine a target customer service group; and the distribution unit is configured to filter at least one piece of customer service information in the target customer service group, determine a target customer service and send the target to-be-processed work order to the target customer service.
In a fourth aspect, some embodiments of the present disclosure provide a work order processing apparatus, the apparatus comprising: the work order attribute information acquisition unit is configured to acquire work order attribute information of a work order to be processed, wherein the work order attribute information comprises at least one piece of static attribute information, and the static attribute information is attribute information which does not change along with time; a priority calculating unit configured to calculate a priority of the work order to be processed according to the work order attribute information; and the information adding unit is configured to add the to-be-processed work order into the to-be-processed work order sequence according to the priority, so that the to-be-processed work order is distributed and processed according to the distributing device of the fourth aspect.
In a fifth aspect, some embodiments of the present disclosure provide an electronic device, comprising: one or more processors; memory having one or more programs stored thereon that, when executed by the one or more processors, cause the one or more processors to perform the method of the first aspect or the method of the second aspect.
In a sixth aspect, some embodiments of the present disclosure provide a computer readable medium having a computer program stored thereon, wherein the program, when executed by a processor, implements the method of the first aspect or the method of the second aspect.
One of the above-described various embodiments of the present disclosure has the following advantageous effects: the work order distribution method of some embodiments of the disclosure determines the target customer service, and processes the work order to be processed through the target customer service, thereby improving the data processing efficiency. Specifically, the reason why the data processing efficiency is not high is that: the priority of the work order to be processed and the workload of customer service are not comprehensively considered, and the most appropriate customer service for processing the work order to be processed cannot be found. Based on this, the work order allocation method of some embodiments of the present disclosure first obtains the target work order to be processed from the work order sequence to be processed according to the priority, so that the timeliness of processing the work order to be processed can be integrally improved; and then, determining a target customer service group from the customer service group set corresponding to the target work order to be processed, and filtering the customer service information in the target customer service group to determine the target customer service. And finally, sending the target work order to be processed to the target customer service. Therefore, the target customer service most suitable for processing the work order to be processed can be found, the timeliness and effectiveness of processing the work order to be processed are improved, and the data processing efficiency is improved.
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The above and other features, advantages and aspects of various embodiments of the present disclosure will become more apparent by referring to the following detailed description when taken in conjunction with the accompanying drawings. Throughout the drawings, the same or similar reference numbers refer to the same or similar elements. It should be understood that the drawings are schematic and that elements and elements are not necessarily drawn to scale.
FIG. 1 is a schematic illustration of an application scenario of a work order assignment method of some embodiments of the present disclosure;
FIG. 2 is a flow diagram of some embodiments of a work order distribution method according to the present disclosure;
FIG. 3 is a flow diagram of further embodiments of a work order distribution method according to the present disclosure;
FIG. 4 is a flow diagram of some embodiments of a work order processing method according to the present disclosure;
FIG. 5 is a schematic illustration of some application scenarios of a work order assignment method according to the present disclosure;
FIG. 6 is a schematic block diagram of some embodiments of a work order distribution apparatus according to the present disclosure;
FIG. 7 is a schematic block diagram of some embodiments of a work order processing apparatus according to the present disclosure;
FIG. 8 is a schematic structural diagram of an electronic device suitable for use in implementing some embodiments of the present disclosure.
Detailed Description
Embodiments of the present disclosure will be described in more detail below with reference to the accompanying drawings. While certain embodiments of the present disclosure are shown in the drawings, it is to be understood that the disclosure may be embodied in various forms and should not be construed as limited to the embodiments set forth herein. Rather, these embodiments are provided for a more thorough and complete understanding of the present disclosure. It should be understood that the drawings and embodiments of the disclosure are for illustration purposes only and are not intended to limit the scope of the disclosure.
It should be noted that, for convenience of description, only the portions related to the related invention are shown in the drawings. The embodiments and features of the embodiments in the present disclosure may be combined with each other without conflict.
It should be noted that the terms "first", "second", and the like in the present disclosure are only used for distinguishing different devices, modules or units, and are not used for limiting the order or interdependence relationship of the functions performed by the devices, modules or units.
It is noted that references to "a", "an", and "the" modifications in this disclosure are intended to be illustrative rather than limiting, and that those skilled in the art will recognize that "one or more" may be used unless the context clearly dictates otherwise.
The names of messages or information exchanged between devices in the embodiments of the present disclosure are for illustrative purposes only, and are not intended to limit the scope of the messages or information.
The present disclosure will be described in detail below with reference to the accompanying drawings in conjunction with embodiments.
Fig. 1 is a schematic diagram of one application scenario of the work order assignment method of some embodiments of the present disclosure.
In the application scenario of fig. 1, the system architecture 100 may include terminal devices 101, 102, 103, a network 104, a server 105 and a server 106. Network 104 is the medium used to provide communication links between terminal devices 101, 102, 103, server 105 and server 106. Network 104 may include various connection types, such as wired, wireless communication links, or fiber optic cables, to name a few. The terminal devices 101, 102, 103 may be various electronic devices having a display screen and supporting information processing, including but not limited to smart phones, tablet computers, e-book readers, laptop portable computers, desktop computers, and the like.
Various applications can be installed on the terminal devices 101, 102, and 103, and when a user operates the various applications, the user can generate a work order to be processed through the terminal devices 101, 102, and 103. The terminal devices 101, 102, 103 may send the work orders to be processed to the server 105 via the network 104. The server 105 may obtain the work order attribute information of the work order to be processed, and calculate the priority of the work order to be processed corresponding to the work order attribute information. The server 105 may then add the pending work order to the pending work order sequence according to the priority. In order to improve the processing efficiency of the to-be-processed work order, the server 106 may first obtain the target to-be-processed work order from the to-be-processed work order sequence according to the priority of the to-be-processed work order. Then, the server 106 may query a target customer service group corresponding to the work order to be processed in the customer service group set of the target work order to be processed, and determine a target customer service corresponding to the work order to be processed from the target customer service group. And finally, sending the target work order to be processed to the target customer service for processing. According to the method and the system, when the target work order to be processed is distributed, the target customer service is selected by comprehensively considering the priority of the work order to be processed, so that the target customer service can process the work order to be processed in time, and the processing efficiency of the work order to be processed is improved.
The server 106 may be hardware or software. When the server 106 is hardware, it may be implemented as a distributed cluster composed of a plurality of servers or terminal devices, or may be implemented as a single server or a single terminal device. When the server 106 is embodied as software, it may be installed in the hardware devices listed above. It may be implemented, for example, as multiple software or software modules to provide distributed services, or as a single software or software module. And is not particularly limited herein.
It should be understood that the numbers of terminal devices 101, 102, 103, network 104, server 105 and server 106 in fig. 1 are merely illustrative. There may be any number of terminal devices 101, 102, 103, networks 104, servers 105 and servers 106, as desired for implementation.
With continued reference to fig. 2, fig. 2 illustrates a flow 200 of some embodiments of a work order assignment method according to the present disclosure. The work order distribution method comprises the following steps:
step 201, obtaining a target work order to be processed from a work order sequence to be processed based on the priority of at least one work order to be processed.
In some embodiments, the execution subject of the work order assignment method (e.g., the server 106 shown in fig. 1) may obtain the work orders to be processed in the sequence of work orders from the server 105 through a wired connection or a wireless connection. It should be noted that the wireless connection means may include, but is not limited to, a 3G/4G connection, a WiFi connection, a bluetooth connection, a WiMAX connection, a Zigbee connection, a uwb (ultra wideband) connection, and other wireless connection means now known or developed in the future.
The execution subject may first obtain the target work order to be processed from the sequence of work orders to be processed according to the priority of the work order to be processed. The target work order to be processed is usually the work order to be processed with the highest priority in the sequence of work orders to be processed.
Step 202, inquiring a customer service group set capable of processing the target work order to be processed.
The execution main body can inquire the corresponding customer service group set according to information such as the information type of the target work order to be processed. Wherein, the customer service group set comprises at least one customer service group. The customer service group may be used to process the target work order to be processed.
And 203, screening the at least one customer service group based on a preset rule, and determining a target customer service group.
In order to improve the efficiency of processing the target work order to be processed, the execution main body may further filter at least one customer service group in the customer service group set to determine the target customer service group.
And 204, filtering at least one piece of customer service information in the target customer service group, determining target customer service, and sending the target to-be-processed work order to the target customer service.
The target service group may also contain at least one service information. The customer service information may be a customer service name, a customer service type, a customer service number, and the like. The execution main body further filters the customer service information to determine target customer service, and sends the target to-be-processed work order to the target customer service. Therefore, the target customer service for processing the target work order to be processed is determined through the priority of the work order to be processed, the customer service group set and multiple selections of the target customer service group, timely processing of the target work order to be processed is facilitated, and the efficiency of processing the target work order to be processed is improved.
The work order distribution method of some embodiments of the disclosure determines the target customer service, and processes the work order to be processed through the target customer service, thereby improving the data processing efficiency. Specifically, the reason why the data processing efficiency is not high is that: the priority of the work order to be processed and the workload of customer service are not comprehensively considered, and the most appropriate customer service for processing the work order to be processed cannot be found. Based on this, the work order allocation method of some embodiments of the present disclosure first obtains the target work order to be processed from the work order sequence to be processed according to the priority, so that the timeliness of processing the work order to be processed can be integrally improved; and then, determining a target customer service group from the customer service group set corresponding to the target work order to be processed, and filtering the customer service information in the target customer service group to determine the target customer service. And finally, sending the target work order to be processed to the target customer service. Therefore, the target customer service most suitable for processing the work order to be processed can be found, the timeliness and effectiveness of processing the work order to be processed are improved, and the data processing efficiency is improved.
With continued reference to fig. 3, fig. 3 illustrates a flow 300 of some embodiments of a work order assignment method according to the present disclosure. The work order distribution method comprises the following steps:
step 301, obtaining a target work order to be processed from the sequence of work orders to be processed based on the priority of at least one work order to be processed.
Step 302, inquiring a customer service group set capable of processing the target work order to be processed.
And 303, screening the at least one customer service group based on a preset rule, and determining a target customer service group.
The contents of step 301 to step 303 are the same as those of step 201 to step 203, and are not described again.
In some optional implementation manners of some embodiments, the screening the at least one customer service group based on a preset rule to determine a target customer service group may further include: judging whether the customer service group comprises online customer service; if yes, judging whether the quantity of the information which is not processed and completed by the customer service group is smaller than a preset threshold value or not; if the load rate is smaller than the preset load rate, calculating the load rate of the customer service group; and when the load rate of the customer service group is small and the load rates of other customer service groups are small, determining the customer service group as a target customer service group.
The customer service in the customer service group can be in an online state or an offline state. Offline (i.e., off-line state) customer service cannot process information. When there is an online (i.e. online state) customer service, the executive body may further determine whether the amount of information that the customer service group has not processed is less than a preset threshold. And when the information quantity is less than the preset threshold value, the customer service group is possibly capable of processing the target work order to be processed. Further, the executive may calculate the customer service group load rate. When the load rate of the customer service group is small and the load rates of other customer service groups are small, the customer service group is indicated to be capable of continuously processing information. At this time, the executive body may determine the customer service group as a target customer service group.
In some optional implementations of some embodiments, the customer service group load rate may be calculated by:
step one, calculating the sum of the data processing amount of the customer service corresponding to the customer service information in the customer service group to obtain the data processing amount of the customer service group.
The execution main body can calculate the sum of the data processing amount of the customer service corresponding to the customer service information to obtain the data processing amount of the customer service group.
And secondly, calculating the sum of the maximum data processing capacity of the customer service corresponding to the customer service information in the customer service group to obtain the maximum data processing capacity of the customer service group.
The execution main body can calculate the sum of the maximum data processing capacity of the customer service corresponding to the customer service information to obtain the maximum data processing capacity of the customer service group.
And thirdly, setting the ratio of the total processing capacity of the customer service group data to the maximum processing capacity of the customer service group data as the load rate of the customer service group.
Then, the execution main body may set a ratio of the total amount of the customer service group data processing amount to the maximum data processing amount of the customer service group as a customer service group load rate.
And 304, acquiring the customer service state information of the at least one customer service, determining a target customer service based on the customer service state information, and sending the target to-be-processed work order to the target customer service.
The executive body may obtain the service status information for each service. The customer service state information may include at least one of a customer service online state, a customer service load, a number of work orders to be processed, and an idle time. And then, the executive body can determine the target customer service according to the customer service state information and send the target to-be-processed work order to the target customer service. For example, the executive may select the most targeted customer service with the longest idle duration, and so on.
In some optional implementation manners of some embodiments, the determining the target customer service based on the customer service state information may further include the following steps:
the first step is to judge whether at least one available customer service exists in the at least one customer service in the target customer service group, wherein the online information is online and the number of the to-be-processed work orders is smaller than a preset threshold value.
The executive body can firstly inquire at least one online customer service and then inquire at least one available customer service in the online customer services, wherein the number of the work orders to be processed is smaller than a preset threshold value.
And secondly, responding to the existence, and calculating the service load rate of the available service.
When such available customer service exists, the executive may further calculate a customer service load rate for the available customer service.
Before calculating the customer service load rate, the number of resources occupied by the work order in the processing is firstly obtained. Taking a game scene as an example, the customer service work order in the game can be obtained, and the calculation formula of the number of resources occupied by the customer service work order is as follows:
Figure BDA0002832269470000091
wherein A is a customer service work order; load (A) is the number of resources occupied by the work order A; (1) the number of resources served by the customer service when the customer service does not reply; (2) the number of resources served by the customer service when the customer service has started to reply to the A work order but is finished; e is a natural constant with a value of about 2.718281828459045. Alpha is a constant; wait _ time (A) is the time for waiting for the player after the customer service replies; round (A) is the number of times the current work order has been interacted with.
According to the formula, when the customer service does not reply to the work order, the work order occupies one unit of customer service resources, and after the customer service processes and replies to the work order, the work order problem is approximately solved along with the increase of the customer service waiting for the continuous reply time of the player and the increase of the number of rounds, and the occupied number of the customer service resources is less and less.
When the customer service replies to the player, the time for waiting the reply of the player is the historical average waiting time after the customer service replies to the player, and the work order interaction frequency is the average interaction frequency of the customer service for processing a single customer service work order, the number beta of the work orders occupied by the work orders is usually smaller.
At this time, the calculation formula of the number of customer service resources is as follows:
Figure BDA0002832269470000092
based on historical data, β is a constant between (0,1), which may be 0.1, for example. The above formula translates to:
Figure BDA0002832269470000093
further, above wait _ time (a) ═ avg _ wait _ time, round (a) ═ avg _ round, the above formula is converted to:
Figure BDA0002832269470000101
further, α is calculated as:
Figure BDA0002832269470000102
avg _ wait _ time is the historical average waiting time of the customer service; avg _ round is the average number of interactions that the customer service processes for a single customer service order.
On the basis of the above formula, the customer service load rate of the customer service C can be determined. The customer service load rate can be calculated by the following formula:
Figure BDA0002832269470000103
wherein C is available customer service; load (C) is the load rate of available customer service C; x is a to-be-processed work order sequence which is already allocated to the customer service C; max _ load (C) is the maximum load of available customer service C.
After the resource number load (a) of the customer service occupied by the work order to be processed is obtained, the corresponding customer service group load rate can be calculated by the following formula:
Figure BDA0002832269470000104
wherein, load (G) is the load rate of the customer service group G; max _ load (G) is the maximum load rate for the customer service group G.
The maximum load rate of the customer service group G is calculated by the following formula:
max_load(G)＝∑c belongs to (all online customer service sets)max_load(C)
Wherein, max _ load (C) is the maximum load rate of the customer service C, and the maximum load rate can be preset based on the information of the customer service.
And thirdly, determining the available customer service with the minimum customer service load rate as a target customer service.
The executive body may determine the above-mentioned available customer service with the smallest customer service load rate as the target customer service. Therefore, the load of customer service can be balanced, and the processing speed and efficiency of the target work order to be processed can be accelerated.
With continued reference to fig. 4, fig. 4 illustrates a flow 400 of some embodiments of a work order processing method according to the present disclosure. The work order processing method comprises the following steps:
step 401, obtaining the work order attribute information of the work order to be processed.
In some embodiments, the execution subject of the work order processing method (e.g., the server 105 shown in fig. 1) may receive the work order to be processed from the terminal device 101, 102, 103 with which the user performs information transmission, by a wired connection manner or a wireless connection manner. It should be noted that the wireless connection means may include, but is not limited to, a 3G/4G connection, a WiFi connection, a bluetooth connection, a WiMAX connection, a Zigbee connection, a uwb (ultra wideband) connection, and other wireless connection means now known or developed in the future.
The execution body may obtain the to-be-processed work orders sent by the terminal devices 101, 102, 103, and then may obtain the work order attribute information of the to-be-processed work orders. The work order attribute information is used for describing the work order to be processed and may include at least one static attribute information. The static attribute information is attribute information that does not change with time. For example, the static attribute information may be: information category, user attribute, information language category, etc.
And 402, calculating the priority of the work order to be processed according to the work order attribute information.
The information contained in the work order attribute information may have different weight information. After the work order attribute information is obtained, the executive body can calculate the priority of the work order to be processed according to the weight information of the work order attribute information.
In some optional implementation manners of some embodiments, the work order attribute information may further include at least one piece of dynamic attribute information, and the dynamic attribute information may be attribute information that changes over time. The calculating the priority of the work order to be processed according to the work order attribute information may include the following steps:
firstly, converting the value of the at least one piece of dynamic attribute information into a static value.
Because the dynamic attribute information may change with time, when calculating the priority, the result of the priority is constantly changing in the existing method, which greatly increases the data amount and processing time for calculating the priority, and the validity of the priority is not high. Therefore, the dynamic attribute information can be converted into the static value. Therefore, the staticizing of the dynamic attribute information is realized, the data processing amount of the calculation priority is reduced, the calculation process is accelerated, and the effectiveness of the priority is improved.
And secondly, calculating the priority of the work order to be processed based on the value of the at least one piece of static attribute information and the static value.
After the static value of the dynamic attribute information is obtained, the execution main body can calculate the priority of the work order to be processed according to the value of the static attribute information and the static value. Therefore, the priority is a fixed value which does not change along with time, and the stability and the effectiveness of the priority are improved.
In some optional implementation manners of some embodiments, the work order attribute information may further include vacancy attribute information, and the obtaining of the work order attribute information of the work order to be processed may include: and supplementing the attribute value of the vacancy attribute information based on a preset value.
In practice, for various reasons, the obtained work order attribute information included in the to-be-processed work order may further include the vacancy attribute information, and the to-be-processed work order including the vacancy attribute information may not be able to calculate the priority. Therefore, when the global attribute information includes the at least one static attribute information and the at least one vacancy attribute information other than the dynamic attribute information, the attribute content of the vacancy attribute information may be supplemented. In general, the attribute value of the supplementary empty attribute information may be "NULL", "0", or the like. Therefore, the priority operation can be carried out, and the final value of the priority is not influenced in the priority operation process.
In some optional implementation manners of some embodiments, the converting the value of the at least one piece of dynamic attribute information into a static value may include the following steps:
first, for each piece of dynamic attribute information, a timestamp corresponding to the dynamic attribute information is queried, and time information corresponding to the timestamp is set as a sub-static value of the dynamic attribute information.
The execution agent may query a timestamp for each dynamic attribute information and set the timestamp to a sub-static value. Wherein, the timestamp can be used to characterize the generation time of the dynamic attribute information. For example, the timestamp may be 20200720121030, indicating that the pending work order was generated at 10 minutes 30 seconds, 07 months, 20 days, 12 days, 2020. The time stamp can also be represented by an online time stamp or the like, which is determined according to actual needs.
And secondly, summing at least one sub-static value corresponding to the at least one piece of dynamic attribute information to obtain the static value.
The execution body may sum the sub-static values corresponding to each piece of dynamic attribute information to obtain a static value. In practice, the value of each dynamic attribute information changes with time. Therefore, the execution main body can also select one target dynamic attribute information from the plurality of dynamic attribute information as a reference, and directly set the sub-static value of the target dynamic attribute information as the static value corresponding to the dynamic attribute information.
In some optional implementation manners of some embodiments, the calculating the priority of the to-be-processed work order based on the value of the at least one piece of static attribute information and the static value may include:
the first step, inquiring the weighting coefficient and the weight value of each static attribute information and/or static value, and calculating to obtain the static priority corresponding to the at least one piece of static attribute information according to the weighting coefficient and the weight value.
The execution main body can inquire the weighting coefficient and the weight value of each piece of static attribute information, then calculate the product of the weighting coefficient and the weight value of each piece of static attribute information, and calculate the product sum of all pieces of static attribute information to obtain the static priority of the static attribute information. Wherein, the weighting coefficient can be used for representing the importance degree of the static attribute information compared with other attribute information. The weight value may be used to characterize the importance of the static attribute information itself.
And secondly, summing the static priority and the static value to obtain the priority.
After obtaining the static priority, the execution body may sum the static priority and the static value to obtain the priority.
The execution principal may set the sum of the static priority and the static value as the priority of the pending work order.
The priority may be calculated by the following formula:
Figure BDA0002832269470000131
wherein Q is priority; m is the number of dynamic attribute information; i is the number of the dynamic attribute information, i is 1, …, M; t isiIs the sub-static value of the ith dynamic attribute information; n is the number of static attribute information; j is the number of the static attribute information, and j is 1, …, N; alpha is alphajA weighting coefficient for the jth static attribute information; q. q.sjIs the weight value of the jth static attribute information.
Step 403, adding the to-be-processed work order into the to-be-processed work order sequence according to the priority, so that the to-be-processed work order is allocated and processed according to the allocation method described in fig. 2 and fig. 3.
The execution main body can add the to-be-processed work order into the to-be-processed work order sequence according to the priority. Therefore, the server 106 can distribute the target customer service of the work order to be processed according to the priority, and the data processing efficiency is improved.
With continued reference to fig. 5, fig. 5 illustrates a schematic diagram of some application scenarios of the method of assigning work orders to be processed according to the present disclosure.
During the game operation on the terminal device 102, the user sends the pending work order Y to the server 105. The work order Y to be processed includes the work order attribute information in table 1 below.
Figure BDA0002832269470000141
TABLE 1
As can be seen from Table 1, the work order attribute information is divided into static attribute information (e.g., information type, user attribute, language) and dynamic attribute information (e.g., waiting time). The information category, the user attribute and the language are attribute names of the static attribute information. The waiting time is the attribute name of the dynamic attribute information. The server 105 may obtain the weight and the weighting coefficient of each attribute information according to table 1. And setting a smaller weight for the relatively urgent problem, wherein the obtained priority value is smaller, and the sequence in the subsequent work order sequence to be processed is higher. That is, the priorities in the work order sequence to be processed are sorted in the order of the priority values from small to large.
The priority of the to-be-processed work order Y calculated by the server 105 through the formula in the embodiment corresponding to fig. 4 may be, for example, 0.6. The server 105 may then query at least one customer service group Y1 that may process the pending work order Y. The server 105 may query the rank of priority 0.6 in the pending work order sequence and add the pending work order Y to the pending work order sequence. The customer service group Y1 may be set corresponding to the work order Y to be processed, so that the server 106 subsequently queries a target customer service corresponding to the work order Y to be processed according to the customer service group Y1. For example, the current sequence of work orders to be processed, X, may be: { x1, x2, x3, x4, ·, where the priority of pending work order x1 may be 100, the priority of pending work order x2 may be 52320, and the priority of pending work order x3 may be 1210320, ·. As can be seen, the priority of the work order Y to be processed is the smallest. The server 105 may add the priority of the to-be-processed work order Y to the to-be-processed work order sequence, where the to-be-processed work order sequence X may be: { Y, x1, x2, x3, x4, · g }. At this time, the work order Y to be processed is at the head of the work order sequence to be processed, the server 106 may query the customer service load rate of each customer service in the customer service group Y1 corresponding to the list Y1 according to the calculation formula of the load rate in the embodiment of fig. 3, and determine the target customer service Z corresponding to the work order Y to be processed according to the customer service load rate. Finally, the server 106 may send the pending work order Y to the target customer service Z. Therefore, the data processing of the work order Y to be processed through the target customer service Z is realized, and the data processing efficiency is improved.
With further reference to fig. 6, as an implementation of the methods illustrated in the above figures, the present disclosure provides some embodiments of a work order assignment device, which correspond to those method embodiments illustrated in fig. 2, and which may be particularly applicable in various electronic devices.
As shown in fig. 6, a work order distribution apparatus 600 of some embodiments may include: a target to-be-processed work order obtaining unit 601, a customer service group set query unit 602, a target customer service group determining unit 603, and a distribution unit 604. The target to-be-processed work order obtaining unit 601 is configured to obtain a target to-be-processed work order from a to-be-processed work order sequence based on the priority of at least one to-be-processed work order; a customer service group set query unit 602 configured to query a customer service group set capable of processing the target job order to be processed, where the customer service group set includes at least one customer service group; a target customer service group determining unit 603 configured to filter the at least one customer service group based on a preset rule to determine a target customer service group; the allocating unit 604 is configured to filter at least one piece of customer service information in the target customer service group, determine a target customer service, and send the target to-be-processed work order to the target customer service.
In an optional implementation manner of some embodiments, the target customer service group determining unit 603 may further include: a first judging subunit (not shown), a second judging subunit (not shown), and a third judging subunit (not shown). The first judging subunit is configured to judge whether the customer service group comprises online customer services; the second judging subunit is configured to judge whether the quantity of the information which is not processed and completed by the customer service group is smaller than a preset threshold value or not if the quantity of the information exists; a third judging subunit, configured to calculate the load rate of the customer service group if the load rate is smaller than the first judging subunit; and when the load rate of the customer service group is small and the load rates of other customer service groups are small, determining the customer service group as a target customer service group.
In an optional implementation manner of some embodiments, the work order distribution apparatus 600 may include a customer service group load rate calculation unit (not shown in the figure) configured to calculate a customer service group load rate, and the customer service group load rate calculation unit may include: a customer service group data processing amount total calculation subunit (not shown in the figure), a customer service group maximum data processing amount calculation subunit (not shown in the figure) and a customer service group load rate calculation subunit (not shown in the figure). The customer service group data total processing amount counting subunit is configured to calculate the sum of the data processing amount total amounts of the customer services corresponding to the customer service information in the customer service group to obtain the customer service group data processing amount total amount; the customer service group maximum data processing amount operator unit is configured to calculate the sum of the maximum data processing amounts of customer services corresponding to the customer service information in the customer service group to obtain the maximum data processing amount of the customer service group; and the customer service group load rate calculating subunit is configured to set the ratio of the total customer service group data processing capacity to the maximum customer service group data processing capacity as the customer service group load rate.
In an optional implementation manner of some embodiments, the allocating unit 604 may further include: an allocation subunit (not shown in the figure) configured to acquire service status information of the at least one service, and determine a target service based on the service status information; the customer service state information comprises at least one of a customer service online state, a customer service load, the number of work orders to be processed and idle time.
In an optional implementation manner of some embodiments, the allocating subunit may further include: an available customer service judging module (not shown), a customer service load calculating module (not shown) and a target customer service determining module (not shown). The available customer service judging module is configured to judge whether at least one available customer service exists in the at least one customer service in the target customer service group, wherein the online information is online and the number of the to-be-processed work orders is smaller than a preset threshold value; a customer service load calculation module configured to calculate a customer service load of the available customer service in response to the presence; and the target customer service determining module is configured to determine the available customer service with the minimum customer service load as the target customer service.
It will be understood that the elements described in the apparatus 600 correspond to various steps in the method described with reference to fig. 2. Thus, the operations, features and resulting advantages described above with respect to the method are also applicable to the apparatus 600 and the units included therein, and are not described herein again.
As shown in fig. 7, a work order processing apparatus 700 of some embodiments may include: a work order attribute information acquisition unit 701, a priority calculation unit 702, and an information addition unit 703. The work order attribute information acquiring unit 701 is configured to acquire work order attribute information of a work order to be processed, where the work order attribute information includes at least one piece of static attribute information, and the static attribute information is attribute information that does not change with time; a priority calculating unit 702 configured to calculate a priority of the work order to be processed according to the work order attribute information; an information adding unit 703 configured to add the to-be-processed work order into the to-be-processed work order sequence according to the priority, so that the to-be-processed work order is distributed and processed according to the distribution device of fig. 6.
In an optional implementation manner of some embodiments, the work order attribute information may further include at least one piece of dynamic attribute information, where the dynamic attribute information is attribute information that changes with time; the priority calculation unit 702 may include: a static value conversion subunit (not shown in the figure) and a priority calculation subunit (not shown in the figure). The static value conversion subunit is configured to convert the value of the at least one piece of dynamic attribute information into a static value; and the priority calculating subunit is configured to calculate the priority of the to-be-processed work order based on the value of the at least one piece of static attribute information and the static value.
In an optional implementation manner of some embodiments, the work order attribute information further includes vacancy attribute information; the work order attribute information acquiring unit 701 may include: an information supplementing subunit (not shown in the figure). And the information supplementing subunit is configured to supplement the attribute value of the vacancy attribute information based on a preset value.
In an optional implementation manner of some embodiments, the static value conversion subunit may include: a sub-static value determination module (not shown in the figure) and a static value calculation module (not shown in the figure). The sub-static value determining module is configured to query, for each piece of the dynamic attribute information, a timestamp corresponding to the dynamic attribute information, and set time information corresponding to the timestamp as a sub-static value of the dynamic attribute information, where the timestamp is used to represent generation time of the dynamic attribute information; and the static value calculation module is configured to sum at least one sub-static value corresponding to the at least one piece of dynamic attribute information to obtain the static value.
In an optional implementation manner of some embodiments, the priority calculating subunit may include: a static priority calculation module (not shown) and a priority calculation module (not shown). The static priority calculation module is configured to query a weighting coefficient and a weight value of each piece of static attribute information and/or static value, and calculate a static priority corresponding to the at least one piece of static attribute information according to the weighting coefficient and the weight value; and the priority calculating module is configured to sum the static priority and the static value to obtain the priority.
It will be understood that the units described in the apparatus 700 correspond to the various steps in the method described with reference to fig. 4. Thus, the operations, features and resulting advantages described above with respect to the method are also applicable to the apparatus 700 and the units included therein, and will not be described herein again.
As shown in fig. 8, an electronic device 800 may include a processing means (e.g., central processing unit, graphics processor, etc.) 801 that may perform various appropriate actions and processes in accordance with a program stored in a Read Only Memory (ROM)802 or a program loaded from a storage means 808 into a Random Access Memory (RAM) 803. In the RAM803, various programs and data necessary for the operation of the electronic apparatus 800 are also stored. The processing apparatus 801, the ROM 802, and the RAM803 are connected to each other by a bus 804. An input/output (I/O) interface 805 is also connected to bus 804.
Generally, the following devices may be connected to the I/O interface 805: input devices 806 including, for example, a touch screen, touch pad, keyboard, mouse, camera, microphone, accelerometer, gyroscope, etc.; output devices 807 including, for example, a Liquid Crystal Display (LCD), speakers, vibrators, and the like; storage 808 including, for example, magnetic tape, hard disk, etc.; and a communication device 809. The communication means 809 may allow the electronic device 800 to communicate wirelessly or by wire with other devices to exchange data. While fig. 8 illustrates an electronic device 800 having various means, it is to be understood that not all illustrated means are required to be implemented or provided. More or fewer devices may alternatively be implemented or provided. Each block shown in fig. 8 may represent one device or may represent multiple devices as desired.
In particular, according to some embodiments of the present disclosure, the processes described above with reference to the flow diagrams may be implemented as computer software programs. For example, some embodiments of the present disclosure include a computer program product comprising a computer program embodied on a computer readable medium, the computer program comprising program code for performing the method illustrated in the flow chart. In some such embodiments, the computer program may be downloaded and installed from a network through communications device 809, or installed from storage device 808, or installed from ROM 802. The computer program, when executed by the processing apparatus 801, performs the above-described functions defined in the methods of some embodiments of the present disclosure.
It should be noted that the computer readable medium described above in some embodiments of the present disclosure may be a computer readable signal medium or a computer readable storage medium or any combination of the two. A computer readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples of the computer readable storage medium may include, but are not limited to: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In some embodiments of the disclosure, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. In some embodiments of the present disclosure, however, a computer readable signal medium may include a propagated data signal with computer readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A computer readable signal medium may also be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to: electrical wires, optical cables, RF (radio frequency), etc., or any suitable combination of the foregoing.
In some embodiments, the clients, servers may communicate using any currently known or future developed network Protocol, such as HTTP (HyperText Transfer Protocol), and may interconnect with any form or medium of digital data communication (e.g., a communications network). Examples of communication networks include a local area network ("LAN"), a wide area network ("WAN"), the Internet (e.g., the Internet), and peer-to-peer networks (e.g., ad hoc peer-to-peer networks), as well as any currently known or future developed network.
The computer readable medium may be embodied in the electronic device; or may exist separately without being assembled into the electronic device. The computer readable medium carries one or more programs which, when executed by the electronic device, cause the electronic device to: acquiring a target work order to be processed from a work order sequence to be processed based on the priority of at least one work order to be processed; inquiring a customer service group set capable of processing the target work order to be processed, wherein the customer service group set comprises at least one customer service group; screening the at least one customer service group based on a preset rule to determine a target customer service group; and filtering at least one piece of customer service information in the target customer service group, determining the target customer service, and sending the target to-be-processed work order to the target customer service.
Computer program code for carrying out operations for embodiments of the present disclosure may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, Smalltalk, C + +, and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user's computer, partly on the user's computer, as a stand-alone software package, partly on the user's computer and partly on a remote computer or entirely on the remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer through any type of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or the connection may be made to an external computer (for example, through the Internet using an Internet service provider).
The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present disclosure. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams and/or flowchart illustration, and combinations of blocks in the block diagrams and/or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
The units described in some embodiments of the present disclosure may be implemented by software, and may also be implemented by hardware. The described units may also be provided in a processor, and may be described as: a processor comprises a target work order to be processed obtaining unit, a customer service group set query unit, a target customer service group determining unit and a distributing unit. Where the names of these units do not in some cases constitute a limitation on the units themselves, for example, an allocation unit may also be described as a "unit for configuring target customer service for a work order to be processed".
The functions described herein above may be performed, at least in part, by one or more hardware logic components. For example, without limitation, exemplary types of hardware logic components that may be used include: field Programmable Gate Arrays (FPGAs), Application Specific Integrated Circuits (ASICs), Application Specific Standard Products (ASSPs), systems on a chip (SOCs), Complex Programmable Logic Devices (CPLDs), and the like.
According to one or more embodiments of the present disclosure, there is provided a work order allocation method including: acquiring a target work order to be processed from a work order sequence to be processed based on the priority of at least one work order to be processed; inquiring a customer service group set capable of processing the target work order to be processed, wherein the customer service group set comprises at least one customer service group; screening the at least one customer service group based on a preset rule to determine a target customer service group; and filtering at least one piece of customer service information in the target customer service group, determining the target customer service, and sending the target to-be-processed work order to the target customer service.
According to one or more embodiments of the present disclosure, the screening the at least one customer service group based on a preset rule to determine a target customer service group further includes: judging whether the customer service group comprises online customer service; if yes, judging whether the quantity of the information which is not processed and completed by the customer service group is smaller than a preset threshold value or not; if the load rate is smaller than the preset load rate, calculating the load rate of the customer service group; and when the load rate of the customer service group is small and the load rates of other customer service groups are small, determining the customer service group as a target customer service group.
According to one or more embodiments of the present disclosure, the customer service group load rate is calculated by the following steps: calculating the sum of the data processing amount of the customer service corresponding to the customer service information in the customer service group to obtain the data processing amount of the customer service group; calculating the sum of the maximum data processing capacity of the customer service corresponding to the customer service information in the customer service group to obtain the maximum data processing capacity of the customer service group; and setting the ratio of the total customer service group data processing capacity to the maximum customer service group data processing capacity as a customer service group load rate.
According to one or more embodiments of the present disclosure, the filtering at least one piece of customer service information in the target customer service group to determine a target customer service further includes: acquiring the customer service state information of the at least one customer service, and determining a target customer service based on the customer service state information; the customer service state information comprises at least one of a customer service online state, a customer service load, the number of work orders to be processed and idle time.
According to one or more embodiments of the present disclosure, the determining a target customer service based on the customer service status information further includes: judging whether at least one available customer service of which the online information is online and the number of the to-be-processed work orders is smaller than a preset threshold exists in the at least one customer service in the target customer service group; responding to the existence, calculating the customer service load rate of the available customer service; and determining the available customer service with the minimum customer service load rate as a target customer service.
According to one or more embodiments of the present disclosure, there is provided a work order processing method including: acquiring work order attribute information of a work order to be processed, wherein the work order attribute information comprises at least one piece of static attribute information, and the static attribute information is attribute information which does not change along with time; calculating the priority of the work order to be processed according to the work order attribute information; and adding the work order to be processed into the work order sequence to be processed according to the priority, so that the work order to be processed is distributed and processed according to the distribution method.
According to one or more embodiments of the present disclosure, the work order attribute information further includes at least one piece of dynamic attribute information, and the dynamic attribute information is attribute information that changes with time; the calculating the priority of the work order to be processed according to the work order attribute information includes: converting the value of the at least one piece of dynamic attribute information into a static value; and calculating the priority of the work order to be processed based on the value of the at least one piece of static attribute information and the static value.
According to one or more embodiments of the present disclosure, the work order attribute information further includes vacancy attribute information; the above-mentioned work order attribute information of obtaining the work order to be processed includes: and supplementing the attribute value of the vacancy attribute information based on a preset value.
According to one or more embodiments of the present disclosure, the converting the value of the at least one piece of dynamic attribute information into a static value includes: for each piece of the dynamic attribute information, inquiring a timestamp corresponding to the dynamic attribute information, and setting the time information corresponding to the timestamp as a sub-static value of the dynamic attribute information, wherein the timestamp is used for representing the generation time of the dynamic attribute information; and summing at least one sub-static value corresponding to the at least one piece of dynamic attribute information to obtain the static value.
According to one or more embodiments of the present disclosure, the calculating the priority of the to-be-processed work order based on the value of the at least one piece of static attribute information and the static value includes: inquiring the weighting coefficient and the weight value of each static attribute information and/or static value, and calculating to obtain the static priority corresponding to the at least one piece of static attribute information according to the weighting coefficient and the weight value; and summing the static priority and the static value to obtain the priority.
According to one or more embodiments of the present disclosure, there is provided a work order distribution apparatus including: the target work order to be processed acquiring unit is configured to acquire a target work order to be processed from the work order sequence to be processed based on the priority of at least one work order to be processed; a customer service group set query unit configured to query a customer service group set capable of processing the target job order to be processed, wherein the customer service group set comprises at least one customer service group; the target customer service group determining unit is configured to screen the at least one customer service group based on a preset rule to determine a target customer service group; and the distribution unit is configured to filter at least one piece of customer service information in the target customer service group, determine a target customer service and send the target to-be-processed work order to the target customer service.
According to one or more embodiments of the present disclosure, the target customer service group determining unit further includes: a first judging subunit, configured to judge whether the customer service group includes online customer service; the second judging subunit is configured to judge whether the quantity of the information which is not processed and completed by the customer service group is smaller than a preset threshold value or not if the quantity of the information exists; a third judging subunit, configured to calculate the load rate of the customer service group if the load rate is smaller than the first judging subunit; and when the load rate of the customer service group is small and the load rates of other customer service groups are small, determining the customer service group as a target customer service group.
According to one or more embodiments of the present disclosure, the apparatus includes a customer service group load rate calculation unit configured to calculate a customer service group load rate, the customer service group load rate calculation unit includes: the customer service group data total processing amount counting subunit is configured to calculate the sum of the data processing amount total amounts of the customer services corresponding to the customer service information in the customer service group to obtain the customer service group data processing amount total amount; the customer service group maximum data processing amount operator unit is configured to calculate the sum of the maximum data processing amounts of customer services corresponding to the customer service information in the customer service group to obtain the maximum data processing amount of the customer service group; and the customer service group load rate calculating subunit is configured to set the ratio of the total customer service group data processing capacity to the maximum customer service group data processing capacity as the customer service group load rate.
According to one or more embodiments of the present disclosure, the above-mentioned distribution unit further includes: the distribution subunit is configured to acquire the customer service state information of the at least one customer service and determine a target customer service based on the customer service state information; the customer service state information comprises at least one of a customer service online state, a customer service load, the number of work orders to be processed and idle time.
According to one or more embodiments of the present disclosure, the above allocation subunit further includes: the available customer service judging module is configured to judge whether at least one available customer service of which the online information is online and the number of the to-be-processed work orders is smaller than a preset threshold exists in the at least one customer service in the target customer service group; a customer service load calculation module configured to calculate a customer service load of the available customer service in response to the presence; and the target customer service determining module is configured to determine the available customer service with the minimum customer service load as the target customer service.
According to one or more embodiments of the present disclosure, there is provided a work order processing apparatus including: the work order attribute information acquisition unit is configured to acquire work order attribute information of a work order to be processed, wherein the work order attribute information comprises at least one piece of static attribute information, and the static attribute information is attribute information which does not change along with time; a priority calculating unit configured to calculate a priority of the work order to be processed according to the work order attribute information; and the information adding unit is configured to add the to-be-processed work order into the to-be-processed work order sequence according to the priority, so that the to-be-processed work order is distributed and processed according to the distribution device.
According to one or more embodiments of the present disclosure, the work order attribute information further includes at least one piece of dynamic attribute information, and the dynamic attribute information is attribute information that changes with time; the priority calculating unit includes: a static value conversion subunit configured to convert the value of the at least one piece of dynamic attribute information into a static value; and the priority calculating subunit is configured to calculate the priority of the to-be-processed work order based on the value of the at least one piece of static attribute information and the static value.
According to one or more embodiments of the present disclosure, the work order attribute information further includes vacancy attribute information; the work order attribute information acquiring unit includes: and the information supplementing subunit is configured to supplement the attribute value of the vacancy attribute information based on a preset value.
According to one or more embodiments of the present disclosure, the static value conversion subunit includes: a sub-static value determining module configured to query, for each piece of the dynamic attribute information, a timestamp corresponding to the dynamic attribute information, and set time information corresponding to the timestamp as a sub-static value of the dynamic attribute information, where the timestamp is used to represent generation time of the dynamic attribute information; and the static value calculation module is configured to sum at least one sub-static value corresponding to the at least one piece of dynamic attribute information to obtain the static value.
According to one or more embodiments of the present disclosure, the priority calculating subunit includes: a static priority calculation module configured to query a weighting coefficient and a weight value of each of the static attribute information and/or the static values, and calculate a static priority corresponding to the at least one piece of static attribute information according to the weighting coefficient and the weight value; and the priority calculating module is configured to sum the static priority and the static value to obtain the priority.
The foregoing description is only exemplary of the preferred embodiments of the disclosure and is illustrative of the principles of the technology employed. It will be appreciated by those skilled in the art that the scope of the invention in the embodiments of the present disclosure is not limited to the specific combination of the above-mentioned features, but also encompasses other embodiments in which any combination of the above-mentioned features or their equivalents is made without departing from the inventive concept as defined above. For example, the above features and (but not limited to) technical features with similar functions disclosed in the embodiments of the present disclosure are mutually replaced to form the technical solution.

Claims (14)

1. A work order distribution method, comprising:
acquiring a target work order to be processed from a work order sequence to be processed based on the priority of at least one work order to be processed;
inquiring a customer service group set capable of processing the target work order to be processed, wherein the customer service group set comprises at least one customer service group;
screening the at least one customer service group based on a preset rule to determine a target customer service group;
and filtering at least one piece of customer service information in the target customer service group, determining a target customer service, and sending the target to-be-processed work order to the target customer service.
2. The method of claim 1, wherein the screening the at least one customer service group based on a predetermined rule to determine a target customer service group further comprises:
judging whether the customer service group comprises online customer service;
if yes, judging whether the quantity of the information which is not processed and completed by the customer service group is smaller than a preset threshold value or not;
if the load rate is smaller than the preset load rate, calculating the load rate of the customer service group; and when the load rate of the customer service group is small and the load rates of other customer service groups are small, determining the customer service group as a target customer service group.
3. The method of claim 2, wherein the customer service group load rate is calculated by:
calculating the sum of the data processing amount of the customer service corresponding to the customer service information in the customer service group to obtain the data processing amount of the customer service group;
calculating the sum of the maximum data processing capacity of the customer service corresponding to the customer service information in the customer service group to obtain the maximum data processing capacity of the customer service group;
and setting the ratio of the total customer service group data processing capacity to the maximum customer service group data processing capacity as a customer service group load rate.
4. The method of claim 1, wherein said filtering at least one of the customer service information in the target customer service group to determine a target customer service further comprises:
acquiring the customer service state information of the at least one customer service, and determining a target customer service based on the customer service state information; the customer service state information comprises at least one of a customer service online state, a customer service load, the number of work orders to be processed and idle time.
5. The method of claim 4, wherein said determining a target customer service based on said customer service status information further comprises:
judging whether at least one available customer service of which the online information is online and the number of the work orders to be processed is smaller than a preset threshold exists in the at least one customer service in the target customer service group;
in response to the presence, calculating a customer service load rate for the available customer services;
and determining the available customer service with the minimum customer service load rate as a target customer service.
6. A work order processing method, comprising:
acquiring work order attribute information of a work order to be processed, wherein the work order attribute information comprises at least one piece of static attribute information, and the static attribute information is attribute information which does not change along with time;
calculating the priority of the work order to be processed according to the work order attribute information;
adding the work order to be processed into a work order sequence to be processed according to the priority, so that the work order to be processed is distributed and processed according to the distribution method of any one of claims 1 to 5.
7. The method of claim 6, wherein the work order attribute information further includes at least one dynamic attribute information, the dynamic attribute information being time-varying attribute information;
the calculating the priority of the work order to be processed according to the work order attribute information comprises the following steps:
converting the value of the at least one piece of dynamic attribute information into a static value;
and calculating the priority of the work order to be processed based on the value of the at least one piece of static attribute information and the static value.
8. The method of claim 6, wherein the work order attribute information further includes vacancy attribute information;
the acquiring of the work order attribute information of the work order to be processed further comprises:
and supplementing the attribute value of the vacancy attribute information based on a preset value.
9. The method of claim 7, wherein the converting the value of the at least one dynamic attribute information to a static value comprises:
for each piece of dynamic attribute information, inquiring a timestamp corresponding to the dynamic attribute information, and setting the time information corresponding to the timestamp as a sub-static value of the dynamic attribute information, wherein the timestamp is used for representing the generation time of the dynamic attribute information;
and summing at least one sub-static value corresponding to the at least one piece of dynamic attribute information to obtain the static value.
10. The method of claim 7, wherein the calculating the priority of the to-be-processed work order based on the value of the at least one static attribute information and the static value comprises:
inquiring a weighting coefficient and a weight value of each static attribute information and/or static value, and calculating to obtain a static priority corresponding to the at least one piece of static attribute information according to the weighting coefficient and the weight value;
and summing the static priority and the static value to obtain the priority.
11. A work order distribution apparatus comprising:
the target work order to be processed acquiring unit is configured to acquire a target work order to be processed from the work order sequence to be processed based on the priority of at least one work order to be processed;
a customer service group set query unit configured to query a customer service group set capable of processing the target work order to be processed, the customer service group set including at least one customer service group;
the target customer service group determining unit is configured to screen the at least one customer service group based on a preset rule to determine a target customer service group;
and the distribution unit is configured to filter at least one piece of customer service information in the target customer service group, determine a target customer service and send the target to-be-processed work order to the target customer service.
12. A work order processing apparatus comprising:
the work order attribute information acquisition unit is configured to acquire work order attribute information of a work order to be processed, wherein the work order attribute information comprises at least one piece of static attribute information, and the static attribute information is attribute information which does not change along with time;
a priority calculating unit configured to calculate a priority of the work order to be processed according to the work order attribute information;
an information adding unit configured to add the to-be-processed work order to the to-be-processed work order sequence according to the priority, so that the to-be-processed work order is allocated and processed based on the allocating apparatus of claim 11.
13. An electronic device, comprising:
one or more processors;
a storage device having one or more programs stored thereon,
when executed by the one or more processors, cause the one or more processors to implement the method of any one of claims 1 to 5 or the method of any one of claims 6 to 10.
14. A computer readable medium having a computer program stored thereon, wherein the program when executed by a processor implements the method of any of claims 1 to 5 or the method of any of claims 6 to 10.
CN202011453201.9A 2020-12-11 2020-12-11 Work order distribution method, device, equipment and computer readable medium Pending CN112561301A (en)

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