CN113015112A - Question list processing reminding method, device, equipment and readable storage medium - Google Patents
Question list processing reminding method, device, equipment and readable storage medium Download PDFInfo
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- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/12—Messaging; Mailboxes; Announcements
- H04W4/14—Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]
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Abstract
The invention provides a question list processing reminding method, a question list processing reminding device, question list processing reminding equipment and a readable storage medium, wherein the method comprises the following steps: calculating the processing time of the problem list which is not processed and completed in real time; after the processing time length reaches the reminding time length each time, sending question list processing reminding information to the current sponsor once by utilizing the contact information of the current sponsor; and after the processing time length reaches the reminding time length for the second time, sending question list processing reminding information to the leader of the current manager for one time. When the processing time of the current sponsor on the unprocessed question list is longer, the method provided by the invention sends question list processing reminding information to the current sponsor and the leader thereof to remind the current sponsor to process the question list, so that the processing progress of the question list is accelerated. Furthermore, through matching repeated question lists, a person solving the question lists can know the occurrence frequency of repeated problems, so that the problems are emphasized, and the problem forming probability is reduced.
Description
Technical Field
The present invention relates to the technical field of problem tracking systems, and more particularly, to a method, an apparatus, a device and a readable storage medium for reminding problem ticket processing.
Background
Problem tracking systems are software that is dedicated to recording, tracking and managing various types of problems. The problem tracking system is used for helping enterprises and teams establish various types of problem processing flows, managing all problems, tracking and recording the processing processes of the problems, and providing a working platform for distributing, circulating and collaboratively processing the problems for users. The system is also internally provided with a knowledge base function, so that the user can conveniently convert valuable information in the problem and accumulate and share various kinds of knowledge. Problem tracking systems are used in many areas to track and manage customer complaints, IT service management, product development process management, daily tasks and business management, etc. However, the problem tracking system processes the problem tickets in a post-affair reason analysis mode, and the response level is relatively low, so that the problem ticket processing progress is slow.
Disclosure of Invention
In view of the above, the present invention provides a method, an apparatus, a device and a readable storage medium for reminding processing of a question list, so as to achieve the purpose of speeding up the processing of the question list.
In order to achieve the above object, the following solutions are proposed:
in a first aspect, a question list processing reminding method is provided, which includes:
calculating the processing time of a first question list at a current sponsor in real time, wherein the processing time is the time from the receiving time of the first question list received by the current sponsor to the current time, and the first question list is an unprocessed question list;
after the processing time length reaches the reminding time length each time, sending question list processing reminding information to the current sponsor once by using contact information of the current sponsor, wherein the reminding time length is equal to a value obtained by subtracting a preset advance time length from a preset processing time length which is N times, N is 1, 2, 3 and … …, and the contact information comprises an email and/or a mobile phone number;
and after the processing time length reaches the reminding time length for the second time, sending question list processing reminding information to the leader of the current sponsor by using the contact information of the leader of the current sponsor.
Preferably, after the first question list processing is completed, the method further includes:
matching in the processed question list set according to the attribute information of the first question list, wherein the attribute information comprises product classification, reason category, solution, discovery channel, problem summary and detailed problem description keywords;
if the reason type of the matched problem list is not the reason of the hardware fault or the product, determining that the matched problem list is a repeated problem list of the first problem list;
and integrating the problem solving persons of the first question list according to the relation between the number of the repeated question lists and a preset integration-free number threshold value.
Preferably, after the first question list processing is completed, the method further includes:
and calculating to obtain the integral of each sponsor according to the multiple relation between the processing time of each sponsor on the first question list and the preset integral-free processing time.
Preferably, the calculating the score of each sponsor according to the multiple relationship between the processing time of each sponsor for the first question list and the preset integration-free processing time includes:
and calculating the integral of each operator according to an exponential algorithm according to the multiple relation between the processing time of each operator on the first question list and the preset integral-free processing time.
In a second aspect, a question list processing reminding device is provided, which includes:
the processing duration calculation unit is used for calculating the processing duration of a first question list at a current sponsor in real time, wherein the processing duration is the duration from the receiving time of the first question list received by the current sponsor to the current time, and the first question list is an unprocessed question list;
the first reminding unit is used for sending question list processing reminding information to the current sponsor once by utilizing contact information of the current sponsor after the processing duration reaches the reminding duration each time, wherein the reminding duration is equal to a value obtained by subtracting a preset advance duration from a preset processing duration which is N times, N is 1, 2, 3 and … …, and the contact information comprises an electronic mailbox and/or a mobile phone number;
and the second reminding unit is used for sending question list processing reminding information to the leader of the current sponsor by utilizing the contact information of the leader of the current sponsor after the processing time length reaches the reminding time length for the second time.
Preferably, the question list processing reminding device further includes:
the matching unit is used for matching in the processed question list set according to the attribute information of the first question list after the first question list is processed, wherein the attribute information comprises product classification, reason category, solution, discovery channel, question summary and question detailed description keywords;
the repeated unit counting unit is used for determining that the problem list obtained by matching is a repeated problem list of the first problem list when the reason type of the problem list obtained by matching is not the reason of the hardware fault or the product;
and the repeated problem integrating unit is used for integrating the problem solving people of the first question list according to the relation between the number of the repeated question lists and a preset integration-free number threshold value.
Preferably, the question list processing reminding device further includes:
and the processing time integration unit is used for calculating the integration of each manager according to the multiple relation between the processing time of each manager on the first question list and the preset integration-free processing time after the first question list is processed.
Preferably, the processing duration integration unit is specifically configured to calculate, according to an exponential algorithm, an integration of each sponsor according to a multiple relationship between the processing duration of each sponsor for the first question sheet and a preset integration-free processing duration.
In a third aspect, a readable storage medium is provided, on which a program is stored, and the program, when executed by a processor, implements the steps of the question ticket processing reminding method according to any one of the first aspect.
In a fourth aspect, a question list processing reminding device is provided, which comprises a memory and a processor;
the memory is used for storing programs;
the processor is configured to execute the program, and implement the steps of the question ticket processing reminding method according to any one of the first aspect.
Compared with the prior art, the technical scheme of the invention has the following advantages:
the method, the device, the equipment and the readable storage medium for reminding the processing of the question list provided by the technical scheme comprise the following steps: calculating the processing time of the problem list which is not processed and completed in real time; after the processing time length reaches the reminding time length each time, sending question list processing reminding information to the current sponsor once by utilizing the contact information of the current sponsor; and after the processing time length reaches the reminding time length for the second time, sending question list processing reminding information to the leader of the current manager by using the contact information of the leader of the current manager. When the processing time of the current sponsor on the unprocessed question list is longer, the method provided by the invention sends question list processing reminding information to the current sponsor and the leader thereof to remind the current sponsor to process the question list, so that the processing progress of the question list is accelerated.
Furthermore, by matching the repeated question list, a problem solving person can know the occurrence frequency of the repeated problems, and an integral mechanism is introduced, so that the problem solving person pays attention to the problems, and the problem forming probability is reduced.
Of course, it is not necessary for any product in which the invention is practiced to achieve all of the above-described advantages at the same time.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the provided drawings without creative efforts.
Fig. 1 is a flowchart of a question ticket processing reminding method according to an embodiment of the present invention;
FIG. 2 is a logic diagram of a question list processing reminding device according to an embodiment of the present invention;
fig. 3 is a schematic structural diagram of a question ticket processing reminding device according to an embodiment of the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
Referring to fig. 1, the method for reminding the processing of the question sheet provided in this embodiment includes the following steps:
s11: and calculating the processing time length of the first question sheet at the current manager in real time.
The first question sheet is an unprocessed completed question sheet. Each question ticket has a status parameter, and the present embodiment determines whether the question ticket is an unprocessed question ticket according to the status parameter of the question ticket. The processing time of the first question sheet at the current sponsor is as follows: the time length from the receiving time of the current manager receiving the first question sheet to the current time. The current time refers to the time when the processing time length is currently calculated.
The processing flow of the question list is as follows: and the person who finds the problem creates a question list in the problem tracking system and transmits the question list to the group leader to check. After the group leader passes the examination of the question list, the question list is transferred to a problem solver (i.e. a person the group leader considers to be responsible for the problem described in the question list), and the state of the question list is in processing; after the problem solver receives the question sheet, the problem solver can be transferred to other problem solvers related to the problem. After the problem solving person fills in information such as a solution scheme, planned solution time and the like, the question sheet is automatically transferred to the person who creates the question sheet, and the state of the question sheet is to be verified; after the verification of the question list creator is passed, submitting the question list to the group leader of the creator, wherein the status of the question list is finished; the team leader reviews the closed question list without any questions, and the status of the question list is closed. Only when the state of the question list is closed, the question list is processed; the status of the question sheet is in the processing state, and other statuses indicate that the question sheet is not processed.
According to the processing flow of the question list, different producers exist in different stages. The current manager is the current person who processes the question list; for example, after the group leader forwards the question sheet to the problem solver, the current sponsor is the problem solver. The method comprises the steps that a plurality of dealers pass through before the problem list is processed, the processing time length of each dealer is independently calculated, and reminding is carried out when the processing time length reaches the reminding time length.
S12: and after the processing time length reaches the reminding time length each time, sending the question list processing reminding information to the current sponsor once by using the contact information of the current sponsor.
The contact information of each manager is preset, and the corresponding relation between each manager and the contact information is established, so that the corresponding contact information can be matched according to the managers. The contact information includes an email box and/or a cell phone number.
And sending the question list processing reminding information to the current sponsor, namely sending a question list processing reminding mail to an electronic mailbox of the current sponsor and/or sending a question list processing reminding short message to a mobile phone number of the current sponsor.
The reminding time length is equal to the value obtained by subtracting the preset advance time length from the preset processing time length which is N times, and N is 1, 2, 3 and … …. When the reminder time length is represented by T1, the preset processing time length is represented by T2, and the advance time length is represented by T3, then T1 is nxt 1-T2, and N is 1, 2, 3, and … …. In one embodiment, the units of T1, T2 and T3 are all days, and the advance time period is desired to be 1 day, and after the processing time period of the current dealer reaches T1-1 day, 2T1-1 day, 3T1-1 day and the like, question list processing reminding information is sent to the current dealer once.
In order to realize that for any one unprocessed question list, after the processing duration of the current sponsor reaches the reminding duration each time, the current sponsor is only reminded once, and the setnx method of Redis can be adopted in the embodiment; specifically, after the processing time length is judged to reach the reminding time length, a key value is transmitted, the key value is composed of the question list ID, the name of the current manager and the current reminding time length, and whether the operation of sending the question list processing reminding information is executed or not is determined through the return value of the key value. Illustratively, when the ID of the problem ticket which is not finished is A, the name of the current manager is B, and the currently reached reminding time length is 2T1-T2, the key value is A _ B _2T 1-T2.
Setnx is a method provided by Redis, and the parameters are key and value. When the Setnx is executed, the Redis judges whether a corresponding key exists, if not, the value of the key is set to be value, and the value is returned to be true; if the corresponding key exists, the setting fails and false is returned. In the invention, when returning to true, the operation of sending the question list processing reminding information is executed, and when returning to false, the operation of sending the question list processing reminding information is not executed.
The problem ticket which is not processed and completed can be reminded to the current dealer only once after the processing time length of the current dealer reaches the reminding time length each time through other modes, and the invention is not limited to this, and the invention belongs to the protection scope of the invention.
S13: and after the processing time length reaches the reminding time length for the second time, sending question list processing reminding information to the leader of the current manager by using the contact information of the leader of the current manager.
The contact information of the leader of each manager is preset, and the corresponding relation between the leader of each manager and the contact information is established, so that the corresponding contact information can be matched according to the leader of each manager. The contact information includes an email box and/or a cell phone number.
And sending question list processing reminding information to the leader of the current sponsor, namely sending a question list processing reminding mail to an electronic mailbox of the leader of the current sponsor and/or sending a question list processing reminding short message to a mobile phone number of the leader of the current sponsor.
In order to implement that, for any one of the problem tickets which are not processed and completed, after the processing time length reaches the reminding time length for the second time, the supervisor leader of the current sponsor is only reminded once, and the setnx method of Redis may also be adopted in this embodiment.
In the method for reminding processing of the question list provided by this embodiment, when the processing duration of the question list is long, the question list processing reminding information is sent to the current sponsor of the question list and the leader thereof to remind the current sponsor to process the question list, so that the processing progress of the question list is accelerated.
In some embodiments, after the first question sheet processing is completed, the method may further include: matching in the processed question list set according to the attribute information of the first question list; if the reason type of the matched question list is not the reason of the hardware fault or the product, determining that the matched question list is a repeated question list of the first question list; and integrating the problem solving persons of the question list according to the relation between the number of the repeated question lists and a preset integration-free number threshold value. The attribute information of the question sheet includes, but is not limited to, product classification, reason category, solution, discovery channel, question summary, and question detailed description keyword. The set of problem tickets which is processed completely can be specifically the set of problem tickets which is created and processed completely in the last year.
It should be noted that, according to the attribute information of the first question sheet, when matching is performed in the processed question sheet set, the first question sheet is already processed, that is, the state of the first question sheet is closed. For clarity of reference in the present invention, the description of the first question sheet is used, but the first question sheet is not yet processed.
Integrating the problem solving persons of the question list according to the relation between the number of the repeated question lists and a preset integration-free number threshold; specifically, if the number of the repeated question lists is less than or equal to the preset integration-free number threshold, the problem solver of the question list is not integrated, and if the number of the repeated question lists is greater than the preset integration-free number threshold, the larger the number of the repeated question lists is, the more the integration is.
In some embodiments, after the first question list is processed, the score of each sponsor can be calculated according to the multiple relationship between the processing time length of each sponsor for the first question list and the preset integration-free processing time length. The processing time of the first question list by the dealer is not integrated within the preset integration-free processing time, the longer the processing time of the first question list by the dealer is, the more the integration is, and the integration of each dealer is calculated according to an exponential algorithm specifically according to the multiple relation between the processing time of each dealer to the first question list and the preset integration-free processing time. The preset integration-free processing time period may be T2.
It should be noted that, when the integral of each of the dealers is obtained by calculation according to the multiple relationship between the processing time of each of the dealers on the first question sheet and the preset integration-free processing time, the first question sheet is already processed, that is, the state of the first question sheet is closed. For clarity of reference in the present invention, the description of the first question sheet is used, but the first question sheet is not yet processed.
The processing time of the first question sheet by the sponsor refers to the time from when the first question sheet is received by the sponsor to when the first question sheet is transferred to other people or the question sheet is closed.
Integration can also be combined with actual service brake specification reward and punishment measures. The points are cleared annually.
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.
Although the operations are depicted in a particular order, this should not be understood as requiring that such operations be performed in the particular order shown or in sequential order. Under certain circumstances, multitasking and parallel processing may be advantageous.
It should be understood that the various steps recited in the method embodiments of the present disclosure may be performed in a different order, and/or performed in parallel. Moreover, method embodiments may include additional steps and/or omit performing the illustrated steps. The scope of the present disclosure is not limited in this respect.
Computer program code for carrying out operations for the present disclosure may be written in any combination of one or more programming languages, including but not limited to 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 following are embodiments of the apparatus of the present invention that may be used to perform embodiments of the method of the present invention. For details which are not disclosed in the embodiments of the apparatus of the present invention, reference is made to the embodiments of the method of the present invention.
Referring to fig. 2, the question ticket processing reminding device provided in this embodiment includes: a processing time length calculating unit 21, a first reminding unit 22 and a second reminding unit 23.
A processing time calculation unit 21 for calculating a processing time of the first question sheet at the current sponsor in real time; the processing time of the first question list at the current manager is the time from the receiving time of the first question list received by the current manager to the current time, and the first question list is an unprocessed question list.
The first reminding unit 22 is used for sending the question list processing reminding information to the current sponsor by using the contact information of the current sponsor after the processing duration reaches the reminding duration each time; the reminding time length is equal to the value obtained by subtracting the preset advanced time length from the preset processing time length which is N times, wherein N is 1, 2, 3 and … …; the contact information includes an email box and/or a cell phone number.
And the second reminding unit 23 is configured to send a question sheet processing reminding message to the leader of the current sponsor once by using the contact information of the leader of the current sponsor after the processing duration reaches the reminding duration for the second time.
In some embodiments, the question ticket processing reminding device further includes: the system comprises a matching unit, a repeating unit counting unit and a repeating problem integrating unit.
And the matching unit is used for matching in the processed question list set according to the attribute information of the first question list after the first question list is processed. The attribute information of the question sheet includes product classification, reason category, solution, discovery channel, question summary and question detailed description keyword.
And the repeated unit counting unit is used for determining that the matched problem list is the repeated problem list of the first problem list when the reason type of the matched problem list is not the reason of the hardware fault or the product.
And the repeated problem integrating unit is used for integrating the problem solving people of the first question list according to the relation between the number of the repeated question lists and a preset integration-free number threshold value.
In some embodiments, the question ticket processing reminding device further includes: and the processing time integration unit is used for calculating the integration of each manager according to the multiple relation between the processing time of each manager to the first question list and the preset integration-free processing time after the first question list is processed. The processing duration integration unit is specifically configured to: and calculating the integral of each operator according to an exponential algorithm according to the multiple relation between the processing time of each operator on the first question list and the preset integral-free processing time.
The units described in the embodiments of the present disclosure may be implemented by software. Where the name of a unit does not in some cases constitute a limitation of the unit itself, for example, the first retrieving unit may also be described as a "unit for retrieving at least two internet protocol addresses".
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.
Referring to fig. 3, a schematic diagram of a question list processing reminding device provided in this embodiment is shown. The hardware structure of the question sheet processing reminding device can comprise: at least one processor 31, at least one communication interface 32, at least one memory 33 and at least one communication bus 34, wherein the processor 31, the communication interface 32 and the memory 33 are communicated with each other through the communication bus 34.
The processor 31 may be a Central Processing Unit (CPU), an Application Specific Integrated Circuit (ASIC), one or more Integrated circuits configured to implement embodiments of the present invention, or the like in some embodiments.
The communication interface 32 may include a standard wired interface, a wireless interface. Are commonly used to establish a communication link between the question ticket processing reminder device and other electronic devices or systems.
The memory 33 includes at least one type of readable storage medium. The readable storage medium may be an NVM (non-volatile memory) such as flash memory, hard disk, multimedia card, card-type memory, etc. The readable storage medium may also be a high-speed RAM (random access memory) memory. The readable storage medium may be an internal storage unit of the question sheet processing reminding device in some embodiments, for example, a hard disk of the question sheet processing reminding device. In other embodiments, the readable storage medium may also be an external storage device of the question ticket processing reminding device, such as a plug-in hard disk, SMC (Smart Media Card), SD (Secure Digital) Card, Flash memory Card (Flash Card), etc. provided on the question ticket processing reminding device.
Wherein the memory 33 stores a computer program, and the processor 31 may call the computer program stored in the memory 33, the computer program being configured to:
calculating the processing time of a first question list at a current sponsor in real time, wherein the processing time is the time from the receiving time of the first question list received by the current sponsor to the current time, and the first question list is an unprocessed question list;
after the processing time length reaches the reminding time length each time, sending question list processing reminding information to the current sponsor once by using contact information of the current sponsor, wherein the reminding time length is equal to a value obtained by subtracting a preset advance time length from a preset processing time length which is N times, N is 1, 2, 3 and … …, and the contact information comprises an email and/or a mobile phone number;
and after the processing time length reaches the reminding time length for the second time, sending question list processing reminding information to the leader of the current sponsor by using the contact information of the leader of the current sponsor.
The refinement function and the extension function of the program may be referred to as described above.
FIG. 3 only shows the problem ticket processing reminder device with components 31-34, but it is to be understood that not all of the shown components are required and that more or fewer components can be implemented instead.
Optionally, the question sheet processing reminding device may further include a user interface, and the user interface may include an input unit (such as a keyboard), a voice input device (such as a device with a voice recognition function including a microphone), and/or a voice output device (such as a sound, a headphone, and the like). Optionally, the user interface may also include a standard wired interface and/or a wireless interface.
Optionally, the question list processing reminding device may further include a display, and the display may also be referred to as a display screen or a display unit. In some embodiments, the display device can be an LED display, a liquid crystal display, a touch-sensitive liquid crystal display, an OLED (Organic Light-Emitting Diode) display, and the like. The display is used for displaying information processed in the question list processing reminding device and displaying a visual user interface.
Optionally, the question sheet processing reminding device further comprises a touch sensor. The area provided by the touch sensor for the user to perform touch operation is referred to as a touch area. Further, the touch sensor may be a resistive touch sensor, a capacitive touch sensor, or the like. The touch sensor may include not only a contact type touch sensor but also a proximity type touch sensor. Further, the touch sensor may be a single sensor, or may be a plurality of sensors arranged in an array, for example.
In addition, the area of the display of the question sheet processing reminding device can be the same as or different from that of the touch sensor. Optionally, the display is stacked with the touch sensor to form a touch display screen. The device detects touch operation triggered by a user based on the touch display screen.
The question sheet processing reminding device can also comprise an RF (Radio Frequency) circuit, a sensor, an audio circuit and the like, and is not redundant here.
An embodiment of the present invention further provides a readable storage medium, where the readable storage medium may store a program adapted to be executed by a processor, where the program is configured to:
calculating the processing time of a first question list at a current sponsor in real time, wherein the processing time is the time from the receiving time of the first question list received by the current sponsor to the current time, and the first question list is an unprocessed question list;
after the processing time length reaches the reminding time length each time, sending question list processing reminding information to the current sponsor once by using contact information of the current sponsor, wherein the reminding time length is equal to a value obtained by subtracting a preset advance time length from a preset processing time length which is N times, N is 1, 2, 3 and … …, and the contact information comprises an email and/or a mobile phone number;
and after the processing time length reaches the reminding time length for the second time, sending question list processing reminding information to the leader of the current sponsor by using the contact information of the leader of the current sponsor.
The refinement function and the extension function of the program may be referred to as described above.
In the context of this disclosure, a machine-readable medium may be a tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. The machine-readable medium may be a machine-readable signal medium or a machine-readable storage medium. A machine-readable medium may include, but is not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any suitable combination of the foregoing. More specific examples of a machine-readable storage medium would include an electrical connection based on 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.
It should be noted that the computer readable medium in the present disclosure can 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 the present 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 contrast, in the present disclosure, a computer readable signal medium may comprise a propagated data signal with computer readable program code embodied therein, either 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.
The computer readable medium may be embodied in the electronic device; or may exist separately without being assembled into the electronic device.
In particular, according to an embodiment of the present disclosure, the processes described above with reference to the flowcharts may be implemented as computer software programs. For example, embodiments of the present disclosure include a computer program product comprising a computer program carried on a non-transitory computer readable medium, the computer program containing program code for performing the method illustrated by the flow chart. In such an embodiment, the computer program may be downloaded and installed from a network via the communication means, or installed from a storage means, or installed from a ROM. The computer program, when executed by a processing device, performs the above-described functions defined in the methods of the embodiments of the present disclosure.
Although the subject matter has been described in language specific to structural features and/or methodological acts, it is to be understood that the subject matter defined in the appended claims is not necessarily limited to the specific features or acts described above. Rather, the specific features and acts described above are disclosed as example forms of implementing the claims.
While several specific implementation details are included in the above discussion, these should not be construed as limitations on the scope of the disclosure. Certain features that are described in the context of separate embodiments can also be implemented in combination in a single embodiment. Conversely, various features that are described in the context of a single embodiment can also be implemented in multiple embodiments separately or in any suitable subcombination.
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 disclosure herein is not limited to the particular combination of features described above, but also encompasses other embodiments in which any combination of the features described above or their equivalents does not depart from the spirit of the disclosure. For example, the above features and (but not limited to) the features disclosed in this disclosure having similar functions are replaced with each other to form the technical solution.
Claims (10)
1. A question list processing reminding method is characterized by comprising the following steps:
calculating the processing time of a first question list at a current sponsor in real time, wherein the processing time is the time from the receiving time of the first question list received by the current sponsor to the current time, and the first question list is an unprocessed question list;
after the processing time length reaches the reminding time length each time, sending question list processing reminding information to the current sponsor once by using contact information of the current sponsor, wherein the reminding time length is equal to a value obtained by subtracting a preset advance time length from a preset processing time length which is N times, N is 1, 2, 3 and … …, and the contact information comprises an email and/or a mobile phone number;
and after the processing time length reaches the reminding time length for the second time, sending question list processing reminding information to the leader of the current sponsor by using the contact information of the leader of the current sponsor.
2. The question ticket processing reminding method according to claim 1, further comprising, after the first question ticket processing is completed:
matching in the processed question list set according to the attribute information of the first question list, wherein the attribute information comprises product classification, reason category, solution, discovery channel, problem summary and detailed problem description keywords;
if the reason type of the matched problem list is not the reason of the hardware fault or the product, determining that the matched problem list is a repeated problem list of the first problem list;
and integrating the problem solving persons of the first question list according to the relation between the number of the repeated question lists and a preset integration-free number threshold value.
3. The question ticket processing reminding method according to claim 1, further comprising, after the first question ticket processing is completed:
and calculating to obtain the integral of each sponsor according to the multiple relation between the processing time of each sponsor on the first question list and the preset integral-free processing time.
4. The question ticket processing reminding method of claim 3, wherein the score of each sponsor is calculated according to the multiple relation between the processing time length of each sponsor to the first question ticket and the preset score-free processing time length, and specifically comprises the following steps:
and calculating the integral of each operator according to an exponential algorithm according to the multiple relation between the processing time of each operator on the first question list and the preset integral-free processing time.
5. A question ticket processing reminding device is characterized by comprising:
the processing duration calculation unit is used for calculating the processing duration of a first question list at a current sponsor in real time, wherein the processing duration is the duration from the receiving time of the first question list received by the current sponsor to the current time, and the first question list is an unprocessed question list;
the first reminding unit is used for sending question list processing reminding information to the current sponsor once by utilizing contact information of the current sponsor after the processing duration reaches the reminding duration each time, wherein the reminding duration is equal to a value obtained by subtracting a preset advance duration from a preset processing duration which is N times, N is 1, 2, 3 and … …, and the contact information comprises an electronic mailbox and/or a mobile phone number;
and the second reminding unit is used for sending question list processing reminding information to the leader of the current sponsor by utilizing the contact information of the leader of the current sponsor after the processing time length reaches the reminding time length for the second time.
6. The question ticket processing reminder device of claim 5, further comprising:
the matching unit is used for matching in the processed question list set according to the attribute information of the first question list after the first question list is processed, wherein the attribute information comprises product classification, reason category, solution, discovery channel, question summary and question detailed description keywords;
the repeated unit counting unit is used for determining that the problem list obtained by matching is a repeated problem list of the first problem list when the reason type of the problem list obtained by matching is not the reason of the hardware fault or the product;
and the repeated problem integrating unit is used for integrating the problem solving people of the first question list according to the relation between the number of the repeated question lists and a preset integration-free number threshold value.
7. The question ticket processing reminder device of claim 5, further comprising:
and the processing time integration unit is used for calculating the integration of each manager according to the multiple relation between the processing time of each manager on the first question list and the preset integration-free processing time after the first question list is processed.
8. The question ticket processing reminding device according to claim 7, wherein the processing duration integration unit is specifically configured to:
and calculating the integral of each operator according to an exponential algorithm according to the multiple relation between the processing time of each operator on the first question list and the preset integral-free processing time.
9. A readable storage medium on which a program is stored, wherein the program, when executed by a processor, implements the steps of the question ticket processing reminding method according to any one of claims 1 to 4.
10. A question ticket processing reminding apparatus, comprising: a memory and a processor;
the memory is used for storing programs;
the processor is used for executing the program and realizing the steps of the question list processing reminding method according to any one of claims 1 to 4.
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