JP2001022822A - Distributing device for inquiry information - Google Patents

Abstract

PROBLEM TO BE SOLVED: To equalizable the number of inquiries to be processed by a group of persons in charge and to make equaliable the time for answering to individual inquiries as well by redistributing not only a newly generated inquries but also an existent non-processed inquiries together when distributing inquiries to a person or group in charge of processing the inquiries. SOLUTION: This device has an inquiry data base 12 for storing inquiry information as data, a person-in-charge data base 13 for storing a person in charge of processing an inquiry, a group to which that person in charge belongs and the belonging relation of the person in charge to the group and an inquiry distributing part 14 for redistributing both the newly prepared inquiries and the distributed non-processed inquiries together.

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to an information distribution apparatus, and more particularly to an inquiry information distribution apparatus for distributing inquiry information to a person or group of persons in charge of processing the inquiry.

[0002]

2. Description of the Related Art Conventionally, in an inquiry information processing system for processing inquiry information, when newly created inquiry information is distributed to inquiry processing persons or groups, the information is simply divided equally (or equally). .

[0003] If a load is placed on the inquiry information and a person or group that processes the information is considered a machine, it can be regarded as a distributed processing system having a plurality of machines. As a prior art in this field, "Distributed processing system and its processing method" in JP-A-8-272750, JP-A-9-2
No. 18858, “Distributed database management system”
And "Transaction load distribution method" disclosed in Japanese Patent Application Laid-Open No. 9-259093.

In such a conventional load distribution control method, the processing load is distributed to each machine by referring to the average value of the load over a long period of time in each machine. As a result, more processing is distributed or burdened on machines that are on average lightly loaded, the load distribution on each machine is averaged, and the distributed processing is accelerated as a whole.

[0005]

In the conventional inquiry information processing system, when newly created inquiry information is distributed to a person in charge of inquiry processing or a group, it is already distributed in order to simply distribute the information equally. In addition to this, there is a problem that the number of unprocessed queries to be processed by each person or group becomes uneven, and the time required to respond to the query becomes uneven.

In the conventional load distribution control method disclosed in Japanese Patent Application Laid-Open No. 8-272750 or the like, the processing load is distributed to each machine by referring to the average value of the load over a long period of each machine. The main purpose is to average the load distributed to each machine, and this is load distribution control only for newly generated loads. For that,
Since the load already distributed and waiting is not considered at all, the load distributed to a machine that is performing a time-consuming process can be processed by that machine even if other machines can process it. There is a problem that the processing is performed after being waited until the middle load is completed, and the time until the processing is completed is uneven among the loads.

SUMMARY OF THE INVENTION An object of the present invention is to provide an inquiry information distributing apparatus which distributes an inquiry evenly to a person in charge of processing an inquiry or a group and which distributes an already distributed inquiry information in consideration of newly generated inquiry information. To provide.

[0008]

In order to solve the above-mentioned problems, the inquiry information distribution apparatus according to the present invention employs the following characteristic configuration.

(1) A query information distributing device for distributing and processing query information input from a query creating unit to a plurality of persons in charge, and a new query database for storing new query information as data; A query database that stores the query information already assigned to the person in charge as data, a person base that stores the group and the person information in the group, a new query of the new query database, and a new query in the query database. A query distribution unit for distributing the query information to the plurality of groups based on clerk information in the clerk database in conjunction with a processing query.

(2) The inquiry information distribution device according to (1), wherein the inquiry distribution unit distributes the inquiry information in proportion to the number of persons in charge of the plurality of groups.

(3) The inquiry information distributing apparatus according to the above (1) or (2), wherein when a difference occurs with the total number of inquiries at the time of the proportional distribution, the group having a higher distribution ratio is adjusted.

(4) The query information distribution device according to (1), wherein the query distribution unit distributes the unprocessed query in the query database to the plurality of groups.

[0013]

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS A preferred embodiment of the inquiry information distribution apparatus according to the present invention will be described below in detail with reference to the accompanying drawings.

FIG. 1 is a system configuration diagram of an inquiry information distribution apparatus according to the present invention. The query information distribution device 10 according to the present invention includes a query creation unit 16 and a query processing unit 1.
Used with 5. Distribution device 10 for this inquiry information
Is composed of a new inquiry database 11, an inquiry database 12, a person in charge database 13, and an inquiry distribution unit 14.

The inquiry creating unit 16 creates a new inquiry. The new inquiry database 11 stores a new inquiry that has not been distributed to the person in charge as data. The inquiry database 12 stores, as data, inquiry information already distributed to the person in charge. The person in charge database 13 stores the person in charge, the group to which the person in charge belongs, and the relationship between the person in charge and the group. The query distributing unit 14 combines the new query stored in the new query database 11 with the existing (unprocessed) query stored in the query database 12 and assigns each person in charge to a group belonging to the group. Inquiries are distributed to each assigned group so that the number of inquiries is equalized according to the ratio of persons. Query processing unit 1
5 processes the distributed query.

The new inquiry database 11 has an area for storing an inquirer, an inquiry content, and an inquiry date and time. FIG. 3 shows an example of the new inquiry data in the new inquiry database 11. As shown in FIG. 3, the new inquiry data includes an ID 31 which is a serial number such as 1, 2, 3,... And an inquiry date 3 written in order of year / month / day.
2. The name and inquiry contents 34 of the inquirer 33 such as Taro Yamada and Hanako Suzuki are described as a list.

Next, as shown in FIG. 4, the query database 12 includes, in addition to the ID 41, which is the serial number of the query information, the query date 42, the queryer 43, who is the sender of the query, and the query content 44, as shown in FIG. It has an area for storing the inquiry state management 45 and the assigned group ID 46 for processing the inquiry. The status management area 45 has three statuses, “processing completed”, “processing”, and “unprocessed”, which are processing statuses of the inquiry. Each query data is sent to the query processing unit 15
When the process is started based on the content of the query,
"Processing" is written in the state management area 45, and "processing completed" is written when the processing is completed.

FIG. 5 shows an example of the person in charge database 13. The person in charge database 13 has data of person in charge and data of persons in charge. The data of the person in charge group includes information of a group ID 51 and a group name 52 as shown in FIG. The person in charge data includes a person in charge ID 61, person in charge name 62, and belonging group 63 as shown in FIG. 6.

Next, the operation of the inquiry information distribution apparatus 10 of FIG. 1 will be described with reference to the flowchart of FIG. First, in step 21, a new inquiry is created by the inquiry creating unit 16. This is stored in the new inquiry database 11. When a predetermined number of new queries are generated, the new query database 11
Issue a request to distribute the inquiry (distribution request output processing step 2)
2).

Therefore, the query distribution unit 14 determines whether a new query stored in the new query database 11 or an existing query whose status is “unprocessed” among the queries stored in the query database 12. The total number is calculated (calculation target query number calculation step 23).

The number of groups and the number of persons belonging to each group are read from the person in charge database 13, and the distribution ratio of each group is calculated. The distribution ratio is obtained from the following equation. Ri = Gi / (G1 + G2 +... + Gn) G1, G2,... Gi,.

For example, if the number of groups (G) is 4, and the number of persons in charge of each group is G1 = 10, G2 = 2, G3 = 3 and G4 = 7, the distribution rate is ( R)
Is given by the following equation (distribution ratio calculation processing step 2)
4). R1 = G1 / (G1 + G2 + G3 + G4) = 10 / (10 + 2 + 3 + 7) = 0.45 R2 = G2 / (G1 + G2 + G3 + G4) = 2 / (10 + 2 + 3 + 7) = 0.09 R3 = G3 / (G1 + G2 + G3 + G4) = 3 / (10 + 2). 14 R4 = G4 / (G1 + G2 + G3 + G4) = 7 / (10 + 2 + 3 + 7) = 0.32.

Further, the inquiry distribution unit 14 calculates the number of distributions to each group from the number of queries to be distributed from the inquiry database 12 and the distribution ratio of each group. The distribution number is obtained from the following equation. Vi = Ri * RT RT: Number of queries to be distributed

For example, if the number of queries to be distributed RT = 50, the number of distributions is as follows: V1 = R1 × RT = 0.45 × 50 = 22.5 · 23 V2 = R2 × RT = 0.09 × 50 = 4. 5.5 V3 = R3 × RT = 0.14 × 50 = 7.0 × 7 V4 = R4 × RT = 0.32 × 50 = 16.0 · 16

If the total number of distributions to each group calculated by this formula does not match the number of queries to be distributed, a correction is made. When the total number of distributions to each group is larger than the number of distribution target queries, correction is performed by subtracting one from the group having the higher distribution rate R until the number of distribution target queries becomes equal to the number of distribution target queries. Conversely, when the total number of distributions to each group is smaller than the number of distribution target inquiries, correction is performed by adding one to the group having a higher distribution ratio R until the number of distribution target inquiries becomes the same.

In the above example, the number of queries to be distributed is 50
However, the total number of distributions to each group is 51, and the total number of distributions to each group is one more. Therefore, the distribution number 23 of the group of R1 having the largest distribution ratio R is 1 to 1.
Is subtracted to 22 and the final distribution number is determined as follows (distribution number calculation processing step 25). V1 = 22 V2 = 5 V3 = 7 V4 = 16

Each calculated distribution number V of each group
The distribution target query is distributed (allocated) based on. However, the following method is used so that the date and time (date) at which the inquiry occurred is old and the new date (query) is equally distributed to each group.

First, the query data to be distributed is sorted in order of occurrence date and time (distribution query sorting process step 2).
6). The groups are sorted in descending order of the number of distributions (group sort processing step 27).

Next, the group is searched in order from the group next to the one to which the previous inquiry was distributed, and a group whose assigned number is actually smaller than the distribution number of the group is selected (group selection processing step 29). If the query to be distributed at that time is an existing query, the query is distributed by writing the ID of the corresponding group in the person in charge group area of the query. On the other hand, if the distribution target query at that time is a new query, the relevant new query is moved from the new query database 11 to the query database 12. Further, the inquiry is distributed by writing the group ID of the corresponding group in the inquiry person group area (query distribution processing step 28-1).

Thereafter, the assigned number of the corresponding group is incremented (assigned number count-up processing step 2).
8-2). The above processing is performed for each type (distribution processing step 28).

In the above example, 50 queries to be distributed are sequentially distributed from group 1 (G1) to group 4 (G4), and five queries are distributed to all groups G1 to G4. , 3 and 4 (ie, excluding G2), and when the number of distributions of these three groups reaches 7, the queries are distributed to groups 1 and 4.
When the distribution number of group 4 reaches 16, the rest is group 1
To a total of 22. Thereby, 50 queries are distributed to groups 1 to 4. The distributed query data is referred to by the query processing unit 15, and processing related to the query is performed (query processing step 30).

The configuration and operation of the preferred embodiment of the inquiry information distribution apparatus according to the present invention have been described in detail. But,
Those skilled in the art will readily understand that various modifications can be made without departing from the spirit of the present invention.

[0033]

As can be understood from the above description, according to the inquiry information distribution apparatus of the present invention, when distributing an inquiry to a person or group who processes the inquiry, not only a newly generated inquiry but also an existing inquiry is obtained. Are redistributed together with the unprocessed queries. As a result, the number of inquiries handled by each person in charge or the person in charge group is equalized, and a remarkable practical effect is obtained that the response time to each inquiry can be equalized.

[Brief description of the drawings]

FIG. 1 is a block diagram of a preferred embodiment of an inquiry information distribution device according to the present invention.

FIG. 2 is a flowchart illustrating an operation of the inquiry information distribution device of FIG. 1;

FIG. 3 is an example of new inquiry data in the inquiry information distribution device of FIG. 1;

FIG. 4 is an example of inquiry data in the inquiry information distribution device of FIG. 1;

FIG. 5 is an example of person in charge group data in the inquiry information distribution device of FIG. 1;

FIG. 6 is an example of person in charge data in the inquiry information distribution device of FIG. 1;

[Explanation of symbols]

 Reference Signs List 10 Inquiry information distribution device 11 New inquiry database 12 Inquiry database 13 Person in charge database 14 Inquiry distribution unit 15 Inquiry processing unit 16 Inquiry creation unit

Claims (4)

[Claims] An inquiry information distributing apparatus for distributing and processing inquiry information input from an inquiry creating section to persons in charge of a plurality of groups, comprising: a new inquiry database for storing new inquiry information as data; A query database that stores the query information allocated to the person in charge as data, a person base that stores the group and person information in the group, a new query of the new query database, and unprocessed data in the query database An inquiry distributing unit for distributing the inquiry information to the plurality of groups based on the person in charge in the person in charge database in accordance with the inquiry. 2. The inquiry information distribution apparatus according to claim 1, wherein the inquiry distribution unit distributes the inquiry information in proportion to the number of persons in charge of the plurality of groups. 3. The inquiry information distributing apparatus according to claim 1, wherein, in the proportional distribution, when a difference occurs from the total number of inquiries, the group is added or subtracted from the group having a large distribution ratio. 4. The query information distribution device according to claim 1, wherein the query distribution unit distributes the unprocessed queries in the query database to the plurality of groups.