CN114493522A

CN114493522A - Workflow configuration method and related device

Info

Publication number: CN114493522A
Application number: CN202210072399.9A
Authority: CN
Inventors: 刘雁嘉
Original assignee: Shenzhen Ideamake Software Technology Co Ltd
Current assignee: Shenzhen Ideamake Software Technology Co Ltd
Priority date: 2022-01-21
Filing date: 2022-01-21
Publication date: 2022-05-13

Abstract

The embodiment of the application discloses a method and a related device for workflow configuration, wherein the method comprises the following steps: creating a workflow set for customer interfacing, the workflow set comprising at least one workflow, the at least one workflow comprising one or more work tasks; configuring rule information for the at least one workflow; determining a target work task according to the rule information; sending the target work task to a mobile terminal of a target employee; and receiving a work log of the target staff aiming at the target work task, and determining the completion state of the target staff aiming at the target work task according to the work log. Therefore, by the method provided by the embodiment of the application, the automatic work flow identification and work task sending of the system can be realized, and meanwhile, the staff can be timely reminded to follow the client, the work content is clear, and the work efficiency of the staff is improved.

Description

Workflow configuration method and related device

Technical Field

The present application relates to the field of electronic technologies, and in particular, to a method for workflow configuration and a related apparatus.

Background

In the related design of enterprise WeChat aiming at workflow configuration at the present stage, the method of how to take over and identify customers is mostly summarized into a standardized flow in a document mode, so that new and old employees can check the flow at any time. However, for new employees, the process is slow enough, and there is a certain experience threshold, and it is difficult to determine the completed and unfinished work task of the previous docking client even if a plurality of clients are docked, and it is necessary to review the historical docking records for confirmation, which is awkward and time-consuming.

Therefore, a method for workflow configuration is needed to ensure that the employee can quickly determine the target work task, and the work efficiency of the employee is improved.

Disclosure of Invention

The embodiment of the application provides a method and a related device for workflow configuration, which are used for realizing reasonable management of enterprise data and personal data by matching with a chat sidebar of enterprise WeChat through the provided database function, and effectively solving the problems of difficulty in equipment change and data finding, inconvenience in operation and the like.

In a first aspect, an embodiment of the present application provides a method for workflow configuration, which is applied to a server; the method comprises the following steps:

creating a workflow set for customer interfacing, the workflow set comprising at least one workflow, wherein the at least one workflow comprises one or more work tasks;

configuring rule information for the at least one workflow, the rule information including information of the one or more work tasks and staff information to perform the one or more work tasks;

determining a target work task according to the rule information;

sending the target work task to a mobile terminal of a target employee;

and receiving a work log of the target staff aiming at the target work task, and determining the completion state of the target staff aiming at the target work task according to the work log.

In a second aspect, an embodiment of the present application provides an apparatus for workflow configuration, including:

a creating unit, configured to create a workflow set for customer docking, where the workflow set includes at least one workflow, and the at least one workflow includes one or more work tasks;

a configuration unit configured to configure rule information for the at least one workflow, the rule information including information of the one or more work tasks and staff information to execute the one or more work tasks;

the pushing unit is used for sending the target work task to a mobile terminal of a target employee after determining the target work task according to the rule information;

and the determining unit is used for receiving the work logs of the target staff aiming at the target work task and determining the completion state of the target staff aiming at the target work task according to the work logs.

In a third aspect, an embodiment of the present application provides an electronic device, including a processor, a memory, a communication interface, and one or more programs, where the one or more programs are stored in the memory and configured to be executed by the processor, and the program includes instructions for executing the steps in the first aspect of the embodiment of the present application.

In a fourth aspect, embodiments of the present application provide a computer-readable storage medium having a computer program stored therein for electronic data exchange, the computer program comprising executable instructions for performing some or all of the steps as described in any one of the methods of the first aspect of embodiments of the present application.

In a fifth aspect, the present application provides a computer program product, where the computer program product includes a computer program operable to cause a computer to perform some or all of the steps as described in any one of the methods of the first aspect of the embodiments of the present application. The computer program product may be a software installation package.

It can be seen that the embodiment of the present application discloses a method for workflow configuration and a related apparatus, the method comprising: creating a workflow set for customer interfacing, the workflow set comprising at least one workflow, the at least one workflow comprising one or more work tasks; configuring rule information for the at least one workflow; determining a target work task according to the rule information; sending the target work task to a mobile terminal of a target employee; and receiving a work log of the target staff aiming at the target work task, and determining the completion state of the target staff aiming at the target work task according to the work log. Therefore, by the method provided by the embodiment of the application, the automatic work flow identification and work task sending of the system can be realized, and meanwhile, the staff can be timely reminded to follow the client, the work content is clear, and the work efficiency of the staff is improved.

Drawings

In order to more clearly illustrate the embodiments of the present application 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 some embodiments of the present application, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts.

Fig. 1 is a schematic flowchart of a method for workflow configuration according to an embodiment of the present application;

FIG. 2 is a schematic flow chart illustrating a process of determining a target job task according to a client status according to an embodiment of the present application;

fig. 3 is a schematic structural diagram of a workflow configuration apparatus according to an embodiment of the present application;

fig. 4 is a schematic structural diagram of an electronic device according to an embodiment of the present application.

Detailed Description

In order to make the technical solutions of the present application better understood, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, 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 application.

The terms "first," "second," and the like in the description and claims of the present application and in the above-described drawings are used for distinguishing between different objects and not for describing a particular order. Furthermore, the terms "include" and "have," as well as any variations thereof, are intended to cover non-exclusive inclusions. For example, a process, method, system, article, or apparatus that comprises a list of steps is not limited to only those steps recited, but may alternatively include other steps not recited, or may alternatively include other steps inherent to such process, method, article, or apparatus.

Reference herein to "an embodiment" means that a particular feature, structure, or characteristic described in connection with the embodiment can be included in at least one embodiment of the application. The appearances of the phrase in various places in the specification are not necessarily all referring to the same embodiment, nor are separate or alternative embodiments mutually exclusive of other embodiments. It is explicitly and implicitly understood by one skilled in the art that the embodiments described herein can be combined with other embodiments.

In the related design of enterprise WeChat aiming at workflow configuration at the present stage, a method for receiving and identifying a client is mostly summarized into a standardized flow in a document mode, so that new and old employees can check the flow at any time. However, for new employees, the process is slow enough, and there is a certain experience threshold, and it is difficult to determine the completed and unfinished work task of the previous docking client even if a plurality of clients are docked, and it is necessary to review the historical docking records for confirmation, which is awkward and time-consuming.

In order to solve the above problems, an embodiment of the present application provides a method and an apparatus for workflow configuration, where a workflow set for customer docking is created, where the workflow set includes at least one workflow; configuring rule information for at least one workflow; determining a target work task according to the rule information; sending a target work task to a mobile terminal of a target employee; and receiving a work log of the target staff aiming at the target work task, and determining the completion state of the target staff aiming at the target work task according to the work log. Therefore, by the method provided by the embodiment of the application, the automatic work flow identification and work task sending of the system can be realized, and meanwhile, the staff can be timely reminded to follow the client, the work content is clear, and the work efficiency of the staff is improved.

For better understanding of the solution of the embodiments of the present application, the following first presents an electronic device, related concepts and a background related to the embodiments of the present application.

The electronic devices involved in the embodiments of the present application may include various handheld devices, vehicle-mounted devices, wearable devices, computing devices or other processing devices connected to a wireless modem with wireless communication functions, as well as various forms of User Equipment (UE), Mobile Stations (MS), terminal equipment (terminal device), and so on. For convenience of description, the above-mentioned devices are collectively referred to as electronic devices.

The Customer Relationship Management (CRM) system is a business Management system with customers as the center, and aims to make enterprises better serve the customers, improve the satisfaction degree of the customers, enlarge the market scale, stabilize old customers, attract new customers, improve the profits of the enterprises and enable the enterprises and the customers to achieve win-win purposes. The CRM customer management system mainly provides customer information, transaction flow monitoring, credit analysis, risk management and the like for enterprises. The current CRM system utilizes information science technology to realize the automation of activities such as marketing, sales, service and the like, establishes a system for collecting, managing, analyzing and utilizing customer information and helps enterprises to realize a management mode taking customers as centers.

The scheme provided by the application can be used as a functional module in the customer relationship management system, so that the functions of the customer relationship management system are more comprehensive. In order to better understand a method and an apparatus for workflow configuration disclosed in the embodiments of the present invention, the following describes embodiments of the present invention in detail.

Based on this, please refer to fig. 1, where fig. 1 is a schematic flow chart of a method for workflow configuration provided in an embodiment of the present application, where the method for workflow configuration is applied to a server, and the server includes a database and a data engine. As shown in fig. 1, the method comprises the steps of:

step 101: a workflow collection for customer interfacing is created.

Specifically, the workflow set includes at least one workflow. Wherein the at least one workflow comprises one or more work tasks.

Illustratively, a customer management flow system for real estate sales is taken as an example. There are several workflows in the real estate sales process, including but not limited to: the channel broker can promote publicity on line, place consultants in the building for face-to-face sale, butt joint with clients and sign for sale, etc.; several workflows constitute a customer management workflow set for real estate sales. At different stages of each workflow, one or more work tasks are provided, and each work task is responsible for corresponding executive staff.

Specifically, the different stages of the work task depend on how much the current worker is interfacing with the customer. For example: if the current staff and the client are in the on-line communication stage, the current client docking process is still in the initial stage, and the subsequent work tasks required to be performed for the client include, but are not limited to: customer profile acquisition, customer follow-up and information update, customer tag addition after customer service is complete, and the like.

Step 102: configuring rule information for the at least one workflow.

Specifically, as described in step 101 above, different stages of each workflow have different work tasks, and each work task needs to be completed by a corresponding executive staff. Therefore, rule information needs to be configured for different workflows.

Illustratively, the rule information includes information of the one or more work tasks and information of employees who perform the one or more work tasks.

Illustratively, the rule information includes, but is not limited to, related information of different work tasks, such as: work task requirements, work task completion time, work task completion location, and the like; and, executive employee related information responsible for each work task. It should be noted that the staff performing each work task may be one or more staff performing together, and is not limited in particular. The rule information needs to embody the emphasis of relevant information about the staff, and comprises the following steps: employee name, job number, department, etc.

Step 103: and determining a target work task according to the rule information.

Illustratively, different rule information is configured for different workflows in step 102. In practical application, the stage in the workflow can be determined according to the current progress of the customer and the staff in the docking process. And further determining a target work task to be performed next according to the rule information, where the target work task may be, for example: a message is sent to the client. There may also be a plurality, for example: sending messages to the client, obtaining client information, filling in client follow-up content, and the like.

Specifically, each workflow may be a single target work task or an intersection of multiple target work tasks. And is not particularly limited herein.

And further, confirming target employees responsible for completing the current target work task according to the rule information, wherein the target employees at least comprise one employee.

Step 104: and sending the target work task to a mobile terminal of a target employee.

Specifically, after the target work task and the target staff responsible for the target work task are determined according to the rule information. And the server can send the target work task to the corresponding target employee mobile terminal through the third-party application program.

In one possible example, the third party application is exemplified by enterprise WeChat. Enterprise employees are provided with enterprise WeChat on respective electronic equipment, and meanwhile, a plurality of functional components are arranged in the chat side column of the enterprise WeChat and are used for providing interfaces for the enterprise employees to access related functions or receive enterprise information push. The server pushes the notice by using the functional component of the enterprise WeChat and sends a target work task to the target staff, wherein the target work task comprises the relevant information of the work task and the relevant information of the client.

Specifically, a message template is created on a system management platform; after determining the target job task and the target employee, the server calls a message sending interface to send a message to the target employee in step 103. An application program interface for sending messages is created in an enterprise WeChat management background, and two parameters Agent _ Id and secret of the application program are obtained after the creation is successful.

Further, the server requests to obtain an access token, and two parameters are required for sending the request: one is the fixed Corp-ID of the enterprise micro-signal, and the other is the secret of the application obtained in the previous step. Wherein the access _ token of each application is different. Requesting an enterprise WeChat message sending interface, bringing up an access _ token in a request path and sending related information, such as a message type, an Agent _ Id of an application program, a job number Id of a target employee receiving the message, content of the sent message and the like. Wherein the message content includes, but is not limited to, the target work task related information. The enterprise wechat then provides a corresponding interface to invoke the mobile terminal that sends the message to the target employee enterprise wechat.

Further, after receiving the message, the target staff acquires the target work task content and executes the target work task according to the requirement of completing the target work task.

In addition, enterprise employees can also enter the server through the target component to view the current status of the docking client and co-workers in the collaborative docking. Determining the completed work content according to the current state of the client, and knowing the relevant work completed by other colleagues.

Step 105: and receiving a work log of the target staff aiming at the target work task, and determining the completion state of the target staff aiming at the target work task according to the work log.

Specifically, one way as exemplified by step 104: and sending the target work task to the target staff through enterprise WeChat. After the target staff execute the corresponding target work tasks, corresponding work logs can be generated.

Further, the target employee uploads the work log to the server through a target component of the enterprise WeChat. Wherein, the content of the work log comprises: task type, task completion time, task completion location, and the like.

Further, the server determines the work completion state of the target employee according to the received work log, and records the work completion state in the work record of the corresponding employee.

In another possible example, the server compares the completion time of the work log with the time of completing the target work task in the original plan, determines the completion time state of the current work task, and marks the completion time state as early completion, on-time completion and overtime completion. In addition, if the time for completing the target work task originally planned is up, but the work log returned by the target employee is not received yet, the server can send a message to the employee through the message sending interface of the enterprise WeChat again to remind the employee to complete the task as soon as possible.

Illustratively, the server may also determine the completion actions required to complete the work task based on the type of work task. For example: upload related information, send messages to clients, and the like. And if the completion action appears in the work log, marking the work task as a completion state.

Further, the above-described indicia of work completion status may be used in performance assessment and payroll statistics for employees. The reward mechanism may be set accordingly for the employee's advance completion.

It can be seen that in this embodiment, by creating a workflow set for customer interfacing, the workflow set includes at least one workflow; configuring rule information for at least one workflow; determining a target work task according to the rule information; sending a target work task to a mobile terminal of a target employee; and receiving a work log of the target staff for the target work task, and determining the completion state of the target staff for the target work task according to the work log. Therefore, the method provided by the embodiment of the application can realize the automatic work flow identification and work task sending of the system, and can also remind the staff to follow the client in time, so that the work content is clear, and the work efficiency of the staff is improved.

In one possible example, the configuring the rule information for the at least one workflow may include: adding task description and pushing conditions for the one or more work tasks, wherein the pushing conditions are preconditions for pushing the target work task to the target staff, and the preconditions comprise: a trigger event for pushing, a trigger time for pushing.

Illustratively, a message template is created at the system management platform as described above in step 104; and after the target work task and the target staff are determined, the server calls a message sending interface to send messages to the target staff. In a practical application scenario. Before the server sends the target work task to the target employee through a third-party application program such as enterprise WeChat, task descriptions need to be added to the one or more work tasks. In a specific application scenario, when receiving a target work task, a target employee needs to explicitly complete relevant information and completion conditions required by the target work task. Wherein the related information comprises: client information, work content and the like, and the completion conditions comprise: time, completion action, etc.

Illustratively, except that the server actively calls the message sending interface to send the message to the target employee. The server can also set a message pushing mechanism according to different work flows, and trigger and call a message sending interface to send a trigger point of a work task to the employee according to the message pushing mechanism. The trigger points include, but are not limited to: trigger events, trigger times, etc.; a workflow may have one or more work tasks.

Specifically, the triggering event includes: clients send requests to the server, employees send requests to the server, managers submit work schedules to the server, and so on.

Illustratively, customer demand is taken as a triggering event. And the server analyzes the requirements after receiving the requirements of the clients, further determines a target work task and target employees according to the analysis result and the rule information, and finally sends the target work task to the target employees.

Illustratively, the employee sends a request to the server through a portal component between the enterprise WeChat and the server, the request including: request assignment of work tasks, request upload of customer information, request acquisition of customer information, and the like. And when the server receives the request, determining the corresponding information needing to be fed back according to the request. And then triggering a message sending mechanism, and feeding back a corresponding result to the employee according to the request of the employee. The results include: work tasks and related information thereof, client information upload completion notifications, requests for querying or not retrieving related client information, and the like.

Illustratively, the server receives a work schedule provided to the server by a manager, the work schedule including one or more workflows, each workflow may be comprised of one or more work tasks. If the work flow consists of a single work task, analyzing the work task and determining a target employee corresponding to the work task by combining rule information to obtain a push message; further, the push message is transmitted to the target employee through a message interface.

Illustratively, if the current workflow is composed of a plurality of tasks, each task has its own time node. The server can set a trigger mechanism according to each time node, and when the current time node is reached, the server triggers a message sending mechanism to call a message sending interface and send a target work task to the corresponding target employee.

It can be seen that, in this embodiment, by adding the description and the pushing condition of the work task to the rule information, the server can trigger the message pushing mechanism to automatically send the work task and the relevant description of the work task to the target employee according to the relevant settings in the rule information, thereby implementing standardization of work task delivery and improving work efficiency of the employee.

In one possible example, the configuring the rule information for the at least one workflow may include: and setting a time limit for the one or more work tasks, wherein the time limit is used for judging the processing states of the work tasks, and the processing states comprise advanced completion, overtime completion and on-time completion.

Specifically, different work tasks may correspond to different deadline requirements. The status of the interface with the customer will also determine the urgency of the current target work task. For example: if the business consultant docks with a client many times and the client has expressed a strong desire to purchase a house, the work tasks to be performed in the docking process for the client must be efficient and accurate.

One of the purposes of setting deadlines for different work tasks is, for example, to let target employees know the expiration date for completing the current work task as soon as possible and to arrange the work plan appropriately according to the deadlines when sending the target work task to the target employees.

Further, the server can confirm the completion state of the current work task according to the comparison between the time of the staff completing the work task and the time limit. And performing reasonable evaluation on the employee according to the completion state. In addition, a task reminding mechanism can be set according to the time limit. For example: sending a reminding notice to the staff at a week before the deadline date to remind the staff that the current work task is about to overtime and the staff is required to finish as soon as possible; and when the deadline expires, the staff is sent a reminding notice to remind the staff that the current work task is overtime and carry punishment mechanism content so as to remind the staff to finish the work task as soon as possible.

It can be seen that, by setting corresponding time limits for different work tasks, the embodiment of the application can enable the staff to reasonably arrange work according to the time limits when receiving the work tasks; the staff can be timely reminded to finish the work task as soon as possible through a time limit reminding mechanism, so that the service efficiency is guaranteed, and the user experience is improved.

In one possible example, the configuring the rule information for the at least one workflow may include: and setting types for the one or more work tasks, wherein the types comprise sending messages to the clients, filling in client follow-up content, perfecting client basic information and defining client tags.

Specifically, in an actual application scenario, one workflow may include at least one job task, and workflows at different stages may also correspond to different types of job tasks. Therefore, when rule information is configured for at least one workflow, different types of work tasks can be set according to different stages, wherein the types of the work tasks include one or more of the following: sending messages to the client, filling in the follow-up content of the client, perfecting the basic information of the client and defining the label of the client. For example: when discovering that a client browses the website information of the company and fills and uploads a related information report, the channel broker can acquire the contact information of the client according to the report and timely send messages to the client, wherein the messages include but are not limited to: polite greetings, asking customers for information about their intentions, etc.; further, the channel broker enters the personal information of the customer into the customer relationship management system.

Further, the server determines the next possible work task according to the rule information after receiving the personal information of the client, and the method comprises the following steps: a placement advisor who schedules a docking for the client, a case visit for the client, and the like. After receiving the client docking task pushed by the server, the job-placing consultant docks with the client through the client information and reserves relevant matters for case investigation.

Furthermore, when the business consultant receives the client on site, the client follow-up content is filled in according to the situation of the on-site reception and the basic information of the client is perfected. After receiving the perfection and modification content of the client information by the presence advisor, the server determines the next possible work task according to the rule information, which comprises the following steps: determining the current client's house buying intention, making a contract with the client for the target house source, etc.

Furthermore, the executive staff responsible for performing the house source contract with the client needs to perform a client tag entry on the client after the contract is completed. The customer tags can be used for describing different attention points and house purchasing intentions of different types of customers when purchasing houses.

Further, a customer analysis may be performed using the customer tags and corresponding customer information, and the results of the customer analysis may be used to predict the intention of a customer to purchase a house for future docking, so as to provide a better quality service.

According to the method and the device, different types of work tasks corresponding to the work flows in different stages are determined through the rule information, and the different types of work tasks are sent to different executive workers to be completed, so that automatic identification of the work flows and accurate issuing of the different types of work tasks are achieved, the work efficiency of the workers is improved, and meanwhile the experience of customers can be improved.

In one possible example, the at least one workflow includes a plurality of the rule information, wherein each of the rule information includes different types of work tasks and their corresponding executing employees, the executing employees including one or more of the target employees; the target job task is determined according to the rule information, and the implementation steps thereof will be described in detail with reference to fig. 2, where fig. 2 is a schematic flow chart of determining the target job task according to the client status provided by the present application. As shown in fig. 2:

step 201, obtaining the access information of the client.

Specifically, in an actual application scenario, a client may obtain relevant information of an enterprise by accessing a website of the enterprise and by means of various application programs APP, and generate interactive information in the process. The interactive information includes the click browsing record of the client to the target information, the filling-in personal data of the client, and the like. The server receives and stores access information of the client.

Step 202, determining the client state according to the access information of the client.

Specifically, the client state includes: first access and non-first access, wherein the non-first access client has the target employee and workflow record interfaced with the non-first access client.

In practical applications, when a client accesses an enterprise website or a sales counter for the first time, information related to the current client is not received in the current server. Thus, the workflow for the customer is in the original phase. After the server determines that the current client accesses for the first time, the server can further confirm the work task according to the butt joint state and the rule information of the client and the staff and issue the work task to the corresponding staff.

For example, if a customer knows about house source information online with the channel broker, the channel broker first retrieves whether relevant information exists in the database of the server for the current customer. If the information does not exist, the information of the current client is collected and uploaded to a server for storage, wherein the information comprises personal information of the client, such as: name, phone, occupation; but also information about the client's intent to purchase the room, such as: location, orientation, size, construction facility, etc. The server receives the current information and marks the current client as the first access.

For example, if the employee of the enterprise searches the server database for a client, the data corresponding to the client is retrieved. Indicating that the current client is not accessed for the first time, and returning the relevant information of the client in the current database to the enterprise staff.

Step 203, if the client state is the first access, a task instruction is sent to the executive staff, and the task instruction comprises the work task and the access information of the client.

Specifically, when the current client state is first accessed, the server may configure one or more work tasks for the current client according to the rule information. And sending the configuration result and the access information of the client to the corresponding staff. Wherein, the configuration result includes: a target work task, a task description, a task completion deadline, and a staff who completes the target work task; the access information of the client includes, but is not limited to, attribute information of the client, such as: name, phone, gender, occupation, etc.; intent information is also included, such as: cardioscope origin, cardioscope house area, price, etc.

And 204, if the client state is not the first access, determining the target work task according to the workflow record and the rule information.

Specifically, if the current client state is not the first access, determining a workflow to be performed next for the client according to a workflow record corresponding to the client in the current server database and the rule information, and setting a corresponding target work task.

In another possible example, a non-first-visit customer may have one or more docked employees. The employees can timely know the workflow proceeding state of the client and the docking state of other employees working cooperatively by inquiring relevant information in the database of the server. And the personal working schedule is adjusted in time according to the query result, so that the condition of mutual waiting or repeated working caused by mutual unknown working schedule is avoided.

Step 205, sending the target work task to the target employee.

In practical applications, there are various ways to send target work tasks to target employees. One possible method may be to use the above-mentioned method of invoking a message interface through enterprise WeChat to push the configuration result and the access information of the client to enterprise WeChat of the target employee.

It can be seen that, in the embodiment of the present application, it is determined whether the current client is accessed for the first time by retrieving the client information in the database of the server. And configuring a corresponding workflow according to the client state, and further sending a work task corresponding to the workflow to a corresponding employee for execution. Therefore, the ordered promotion of the work flow can be realized, and accurate service is provided for the clients in different client states, so that the working efficiency of the staff and the service quality of the clients are improved.

In one possible example, the receiving a work log of the target employee for the target work task, and determining a completion state of the target employee for the target work task according to the work log specifically includes the following steps:

and receiving the work log uploaded by the target staff through the mobile terminal, wherein the work log comprises the target work task, the type, the completion time and the completion action of the target work task.

Specifically, after the target employee completes the target work task, the task completion result is recorded in a log manner. And then uploading the working log to a server through the mobile terminal.

And determining the type of the target work task according to the work log.

Specifically, the server receives a work log uploaded by a mobile terminal of a target employee, and determines the type of a target work task completed by the target employee according to relevant information in the work log. The types include: sending messages to the client, filling in the follow-up content of the client, perfecting the basic information of the client and defining the label of the client.

And if the type of the target work task is to send a message to a client and the completion action is to send a message to the client by the target staff, marking that the target work task is completed.

And if the task type is that the follow-up content of the client is filled in and the completion action is that the target staff fills in the follow-up content aiming at the client, marking the completion of the target work task.

And if the task type is the basic information of the perfect client and the work log contains the operation record of the target staff aiming at the client information, marking the completion of the target work task, wherein the operation record comprises one or more of information addition, modification and deletion.

And if the task type is a defined customer tag and the working log has a record of adding the customer tag for the customer by the target employee, judging that the working task is completed, wherein the customer tag can be used for customer analysis.

It can be seen that in the embodiment of the application, the type of the target work task is determined through the work log of the staff completing the work task, and the work completion state of the staff is marked according to the completion action required by the different types of work tasks. Therefore, the work completion state of the staff can be accurately marked, a corresponding reward and punishment mechanism is set according to the work completion state of the staff, and institutionalized management of the staff is realized.

In one possible example, the executive employee comprises a presence advisor, the presence advisor to provide sales services for the customer; after receiving the work log of the target employee for the work task and determining the completion state of the target employee for the target work task according to the work log, the method further comprises the following steps: acquiring the client label and the related information of the client; analyzing the client according to the client tag and the related information of the client to obtain a client portrait, wherein the client portrait is used for representing the room purchasing intention of the user; matching the set of house source candidates and the live advisor for the customer based on the customer representation.

Specifically, an application scenario in which a visitor and a business consultant interface to provide a building service is taken as an example. The target work task currently received by the live advisor is to send a message to the client and to obtain information about the client through communication with the client.

In a specific application scenario, the business replacement consultant can acquire information of a client according to related information of a target work task issued by a server, then add the information to the WeChat of a visitor through enterprise WeChat, and communicate with the visitor in the enterprise WeChat. First, the posing advisor creates a user ID and corresponding folder for the visitor. Then, a questionnaire is provided for the visitor in a chat interface of enterprise WeChat or by a offline mode, and more personal information of the visitor is obtained. Wherein, the content of the questionnaire survey includes but is not limited to: user name, age, school calendar, house buying intent, target house source location, etc.

Further, the job-placement advisor tags the client with the client based on the content and progress of the communication with the client at the current work phase. The customer label can be used for representing the house purchase intention degree of the customer.

Further, the job-placement consultant submits the questionnaire survey results and the client label to the server as a part of the contents of the work log. After receiving the working day returned by the presence advisor, the server acquires the client information obtained in the questionnaire and the client tag added to the client by the presence advisor. And the client analysis module performs user portrait operation in real time according to the collected questionnaire information and the client tag.

Specifically, the user portrait operation process is as follows: the basic information of the user in the questionnaire survey data filled by the user comprises the following steps: the name, the gender, the telephone, the house purchasing intention of the user, the site selection requirement, the facility requirement and the like are researched according to the attribute information and the intention information, each type of information corresponds to one label, an all-round evaluation can be obtained for the user, different house source information is provided for different users as reference materials, and the corresponding business consultants are matched.

In particular, a multi-label classification task may be employed. The multi-label classification task means that one piece of user data may have one or more labels, and the intention information can be obtained from each user as described above, and the intention information includes a plurality of labels such as user house purchasing intention, site selection requirement, facility requirement and the like.

Specifically, before training the label classification model, the currently required label type needs to be specified, and when constructing the label, the setting can be performed according to the logic of the product manager PM, for example: who the product service object is, issues that the product needs to address, etc., for which tag selection is made. Based on this, the labels can be classified as: category hierarchy and fact hierarchy. Wherein, the class hierarchy is mainly based on the business type to perform label division, and the part is specifically completed by the PM.

In another possible example, the server may also perform client analysis on the interaction information generated by the client in the process of browsing the enterprise-related information by directly receiving the interaction information.

Specifically, during the process of inquiring and browsing the house information, the user can view the detailed information of the house according to the inquired information, including but not limited to the house content, price, decoration, orientation, corresponding business consultants and other information. After the related information is retrieved, the user can fill in according to the intention of the user, for example: psychographic floor, target price, house orientation, etc.

Further, different weights may be set to the intention information. Specifically, the keywords in the information filled in by the intention of a plurality of users are counted, and different weights are set for different intentions according to the word frequency; further, the user's intent to purchase the room is ranked according to the weights. Wherein, the ranking result is used for representing the house purchasing intention of the user.

Further, according to the user analysis result, dynamically recommending corresponding enterprise data, wherein the enterprise data comprises one or more of room source information, template room data and corresponding business consultant information. The visitor can select the corresponding business consultant for consultation or select the house source of the heart instrument for further understanding according to the recommendation information.

It can be seen that in the embodiment of the application, in the process of docking between the staff and the client, the client tag is added to the client according to the current interaction condition with the client. And then combining the client information and the client label to perform user image operation so as to obtain comprehensive evaluation of the client, and providing appropriate house source information and corresponding staff docking for different clients according to the user image result so as to provide better service and improve the working efficiency of the employment consultant.

The above description has introduced the solution of the embodiment of the present application mainly from the perspective of the method-side implementation process. It is understood that the electronic device comprises corresponding hardware structures and/or software modules for performing the respective functions in order to realize the above-mentioned functions. Those of skill in the art will readily appreciate that the present application is capable of hardware or a combination of hardware and computer software implementing the various illustrative elements and algorithm steps described in connection with the embodiments provided herein. Whether a function is performed as hardware or computer software drives hardware depends upon the particular application and design constraints imposed on the solution. Skilled artisans may implement the described functionality in varying ways for each particular application, but such implementation decisions should not be interpreted as causing a departure from the scope of the present application.

In the embodiment of the present application, the electronic device may be divided into the functional units according to the method example, for example, each functional unit may be divided corresponding to each function, or two or more functions may be integrated into one processing unit. The integrated unit can be realized in a form of hardware, and can also be realized in a form of a software functional unit. It should be noted that the division of the unit in the embodiment of the present application is schematic, and is only a logic function division, and there may be another division manner in actual implementation.

Referring to fig. 3, fig. 3 is a schematic structural diagram of a workflow configuration apparatus according to an embodiment of the present application, and fig. 3 shows:

an apparatus for workflow configuration, said apparatus comprising:

a creating unit 301, configured to create a workflow set for customer interfacing, the workflow set including at least one workflow, wherein the at least one workflow includes one or more work tasks;

a configuration unit 302, configured to configure rule information for the at least one workflow, where the rule information includes information of the one or more work tasks and information of employees who perform the one or more work tasks;

the pushing unit 303 is configured to send the target work task to a mobile terminal of a target employee after determining the target work task according to the rule information;

a determining unit 304, configured to receive a work log of the target employee for the target work task, and determine, according to the work log, a completion state of the target employee for the target work task.

It can be seen that, in this embodiment of the present application, a workflow set for customer interfacing is created through a creating unit, where the workflow set includes at least one workflow, and the at least one workflow includes one or more work tasks; the configuration unit configures rule information for the at least one workflow; the pushing unit determines a target work task according to the rule information; sending the target work task to a mobile terminal of a target employee; and the determining unit receives a work log of the target staff for the target work task and determines the completion state of the target staff for the target work task according to the work log. Therefore, by the method provided by the embodiment of the application, the automatic work flow identification and work task sending of the system can be realized, and meanwhile, the staff can be timely reminded to follow the client, the work content is clear, and the work efficiency of the staff is improved.

Specifically, in the embodiment of the present application, the functional units of the device configured by the workflow may be divided according to the above method example, for example, each functional unit may be divided corresponding to each function, or two or more functions may be integrated into one processing unit. The integrated unit can be realized in a form of hardware, and can also be realized in a form of a software functional unit. It should be noted that the division of the unit in the embodiment of the present application is schematic, and is only a logic function division, and there may be another division manner in actual implementation.

It should be noted that the mobile terminal described in the embodiment of the apparatus of the present invention is in the form of a functional unit. The term "unit" as used herein is to be understood in its broadest possible sense as an object of the functionality described by the respective "unit". For example: may be an integrated circuit ASIC, a single circuit, a processor and memory for executing one or more software programs, a combinational logic circuit, and/or other suitable components that provide the described functionality.

For example, those skilled in the art will recognize that the hardware carrier of the apparatus may be configured as the apparatus shown in fig. 4. Referring to fig. 4, fig. 4 is a schematic structural diagram of an electronic device according to an embodiment of the present disclosure.

The functions of the creating unit 301 may be implemented by a processor and a memory of the electronic device, specifically, by the processor running a storage module in the memory to receive a corresponding query request.

The functions of the configuration unit 302 may be implemented by a processor and a memory in the electronic device, specifically, the processor executes a response module in the memory to implement obtaining the target material from the material set in response to the query request.

The function of the pushing unit 303 may be implemented by a processor and a memory of the electronic device, specifically, by the processor running a transmission module of the memory, the target data is sent to the mobile terminal.

The function of the determining unit 304 may be implemented by a processor and a memory of the electronic device, and specifically, the processor executes a transmission module of the memory to implement sending the target material to the mobile terminal.

Consistent with the embodiment shown in fig. 1, the structure of the electronic device shown in fig. 4 is as follows:

an electronic device comprising a processor, a memory, a communication interface, and one or more programs stored in the memory and configured to be executed by the processor to perform some or all of the steps as described in any of the methods of the first aspect of embodiments of the present application.

The memory may be volatile memory such as dynamic random access memory DRAM, or non-volatile memory such as a mechanical hard disk. The memory is used for storing a set of executable program codes, and the processor is used for calling the executable program codes stored in the memory, and can execute part or all steps of any workflow configuration method described in the workflow configuration method embodiment.

The wireless communication may use any communication standard or protocol, including but not limited to GSM (Global System for Mobile communications), GPRS (General Packet Radio Service), CDMA2000(Code Division Multiple Access 2000), WCDMA (Wideband Code Division Multiple Access), TD-SCDMA (Time Division-Synchronous Code Division Multiple Access), FDD-LTE (Frequency Division duplex-Long Term Evolution), and TDD-LTE (Time Division duplex-Long Term Evolution).

The present application provides a computer-readable storage medium, in which a computer program for electronic data exchange is stored, where the computer program includes an execution instruction for executing part or all of the steps of any one of the workflow configuration methods described in the above workflow configuration method embodiments, and the computer includes an electronic terminal device.

Embodiments of the present application provide a computer program product, wherein the computer program product comprises a computer program operable to cause a computer to perform some or all of the steps of any of the workflow configurations described in the above method embodiments, and the computer program product may be a software installation package.

It should be noted that, for the sake of simplicity, any embodiment of the method of workflow configuration described above is described as a series of acts, but it should be understood by those skilled in the art that the present application is not limited by the described order of acts, as some steps may be performed in other orders or simultaneously according to the present application. Further, those skilled in the art will appreciate that the embodiments described in the specification are presently preferred and that no particular act is required to implement the invention.

The above embodiments of the present application are described in detail, and the principles and embodiments of a method and an apparatus for workflow configuration according to the present application are described herein by applying specific examples, and the description of the above embodiments is only used to help understand the method and the core ideas of the present application; meanwhile, for those skilled in the art, according to the idea of the method and apparatus for workflow configuration of the present application, the specific implementation manner and the application scope may be changed, and in summary, the content of the present specification should not be construed as a limitation to the present application.

The present application is described with reference to flowchart illustrations and/or block diagrams of methods, hardware products and computer program products according to embodiments of the application. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable workflow configuration apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable workflow configuration apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.

These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable workflow configuration apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks. The memory may include: flash Memory disks, Read-Only memories (ROMs), Random Access Memories (RAMs), magnetic or optical disks, and the like.

While the present application has been described in connection with various embodiments, other variations to the disclosed embodiments can be understood and effected by those skilled in the art in practicing the claimed application, from a review of the drawings, the disclosure, and the appended claims. In the claims, the word "comprising" does not exclude other elements or steps, and the word "a" or "an" does not exclude a plurality. The mere fact that certain measures are recited in mutually different dependent claims does not indicate that a combination of these measures cannot be used to advantage.

Those skilled in the art will appreciate that all or part of the steps of the various methods of the method embodiments of any of the workflow configurations described above may be performed by associated hardware as instructed by a program, which may be stored in a computer readable memory, which may include: flash Memory disks, Read-Only memories (ROMs), Random Access Memories (RAMs), magnetic or optical disks, and the like.

It will be appreciated that all products, such as the apparatus and computer program products of the above-described flowcharts, that are controlled or configured to perform the method of processing of the flowcharts described in the method embodiments of a workflow configuration of the present application fall within the scope of the related products described herein.

It will be apparent to those skilled in the art that various modifications and variations can be made in the method and apparatus of a workflow configuration provided herein without departing from the spirit and scope of the present application. Thus, if such modifications and variations of the present application fall within the scope of the claims of the present application and their equivalents, the present application is intended to include such modifications and variations as well.

Claims

1. A method for workflow configuration is applied to a server; the method comprises the following steps:

configuring rule information for the at least one workflow, wherein the rule information comprises information of the one or more work tasks and staff information for executing the one or more work tasks;

determining a target work task according to the rule information;

sending the target work task to a mobile terminal of a target employee;

2. The method of claim 1, wherein configuring rule information for the at least one workflow comprises:

adding task description and pushing conditions for the one or more work tasks, wherein the pushing conditions are preconditions for pushing the target work task to the target staff, and the preconditions comprise: a trigger event for pushing, a trigger time for pushing.

3. The method of claim 1, wherein configuring rule information for the at least one workflow comprises:

and setting a time limit for the one or more work tasks, wherein the time limit is used for judging the processing states of the work tasks, and the processing states comprise advanced completion, overtime completion and on-time completion.

4. The method of claim 1, wherein configuring rule information for the at least one workflow comprises:

and setting types for the one or more work tasks, wherein the types comprise sending messages to the clients, filling in client follow-up content, perfecting client basic information and defining client tags.

5. The method of claim 4, wherein the at least one workflow comprises a plurality of the rule information, wherein each of the rule information comprises a different type of work task and its corresponding executive employee, the executive employee comprising one or more of the target employees;

the determining the target work task according to the rule information comprises:

acquiring access information of a client;

determining a client state according to the access information of the client, wherein the client state comprises: first access and non-first access, wherein the non-first access client has the target employee and workflow record docked with the client;

if the client state is the first access, a task instruction is sent to the executive staff, and the task instruction comprises the work task and the access information of the client;

if the client state is not the first access, determining the target work task according to the workflow record and the rule information;

and sending the target work task to the target staff.

6. The method of claim 1, wherein receiving a work log of the target employee for the target work task, determining a completion status of the target employee for the target work task from the work log, the method comprising:

receiving the work log uploaded by the target staff through the mobile terminal, wherein the work log comprises the target work task, the type, the completion time and the completion action of the target work task;

determining the type of the target work task according to the work log;

if the type of the target work task is to send a message to a client and the completion action is to send a message to the client by the target staff, marking the completion of the target work task;

if the task type is that the follow-up content of the client is filled in and the completion action is that the target staff fills in the follow-up content aiming at the client, marking the completion of the target work task;

if the task type is the basic information of the perfect client and the work log contains the operation record of the target staff aiming at the client information, the completion of the target work task is marked, and the operation record comprises one or more of information addition, modification and deletion;

7. The method of claim 6, wherein the executive employee comprises a presence advisor, the presence advisor being configured to provide sales services for the customer;

after receiving the work log of the target employee for the work task and determining the completion state of the target employee for the target work task according to the work log, the method further comprises:

acquiring the client label and the related information of the client;

analyzing the client according to the client tag and the related information of the client to obtain a client portrait, wherein the client portrait is used for representing the room purchasing intention of the user;

matching the set of house source candidates and the live advisor for the customer based on the customer representation.

8. An apparatus for workflow configuration, comprising:

the configuration unit is used for configuring rule information for the at least one workflow, and the rule information comprises information of the one or more work tasks and staff information for executing the one or more work tasks;

9. An electronic device comprising a processor, a memory, a communication interface, and one or more programs stored in the memory and configured to be executed by the processor, the programs comprising instructions for performing the steps in the method of any of claims 1-7.

10. A computer-readable storage medium, characterized in that a computer program for electronic data exchange is stored, wherein the computer program causes a computer to perform the method according to any one of claims 1-7.