WO2016082718A1

WO2016082718A1 - Information access processing method and device

Info

Publication number: WO2016082718A1
Application number: PCT/CN2015/095154
Authority: WO
Inventors: 王冬冬
Original assignee: 北京奇虎科技有限公司; 奇智软件（北京）有限公司
Priority date: 2014-11-28
Filing date: 2015-11-20
Publication date: 2016-06-02
Also published as: CN104468328A

Abstract

An information access processing method and device. The method comprises: according to indication information, acquiring at least one task work order to be processed, and displaying processing information about the task work order in a taskbar of a task processing webpage; for the task work order selected in the taskbar, opening a user chat window corresponding to the selected task work order in the task processing webpage; and updating the processing information about the task work order using interaction data generated by the chat window, and displaying the updated task information in the taskbar. By conducting parallel processing on a plurality of task work orders in a task processing webpage, the processing efficiency can be improved, and by updating the processing information about the task work orders using interaction data generated by a chat window, the task processing information is acquired in time, thereby further improving the processing efficiency.

Description

Information access processing method and device

Technical field

The present invention relates to the field of information processing technologies, and in particular, to an information access processing method and an information access processing device.

Background technique

When users use some platforms, they often have various problems. For example, using social platforms such as Weibo may report bad users, retrieve passwords, etc. If you play online games room, you may need to retrieve equipment and retrieve your account. If you use Taobao and other shopping platforms, there may be problems such as payment failure and credit card theft. At this time, you need to send relevant information to the processing platform to solve the above problems.

Summary of the invention

In view of the above problems, the present invention has been made in order to provide an information access processing method and a corresponding information access processing apparatus that overcome the above problems or at least partially solve the above problems.

According to an aspect of the present invention, an information access processing method is provided, including: acquiring at least one task ticket to be processed according to the indication information, and displaying processing information of the task ticket in a task bar of the task processing webpage; And opening, in the task processing webpage, a chat window of the user corresponding to the selected task ticket for the task ticket selected in the task bar; using the interaction data generated by the chat window to the task The processing information of the work order is updated, and the updated task information is displayed in the task bar.

According to another aspect of the present invention, an information access processing apparatus is disclosed, including: an obtaining module, configured to acquire at least one task ticket to be processed according to the indication information; and a taskbar display module, configured to process the webpage in the task The task bar displays processing information of the task ticket; the window opening module is configured to open the selected task ticket in the task processing webpage for the task ticket selected in the task bar. Corresponding to the user's chat window; and displaying the updated task information in the task bar; the update module is configured to update the processing information of the task work order by using the interaction data generated by the chat window.

According to still another aspect of the present invention, a program is disclosed, comprising readable code that, when executed on a computing device, causes the computing device to perform information access processing in accordance with an embodiment of the present invention method.

According to still another aspect of the present invention, a readable medium storing a program as described in an embodiment of the present invention.

The invention can obtain at least one task ticket to be processed according to the indication information and display it in the task bar of the task processing webpage, so that multiple task work orders can be processed in parallel through the task processing webpage, thereby improving processing efficiency. Moreover, for the selected task work order, the corresponding chat window can be opened to interact with the corresponding user, and the processing information of the task work order is updated according to the interaction data, and the processing information of the task is obtained in time, thereby further improving the processing efficiency.

The above description is only an overview of the technical solutions of the present invention, and the above-described and other objects, features and advantages of the present invention can be more clearly understood. Specific embodiments of the invention are set forth below.

DRAWINGS

Various other advantages and benefits will become apparent to those skilled in the art from a The drawings are only for the purpose of illustrating the preferred embodiments and are not to be construed as limiting. Throughout the drawings, the same reference numerals are used to refer to the same parts. In the drawing:

FIG. 1 is a flow chart showing the steps of an embodiment of an information access processing method according to an embodiment of the present invention;

2 is a flow chart showing the steps of an optional embodiment of an information access processing method according to an embodiment of the present invention;

FIG. 3 is a structural block diagram of an embodiment of an information access processing apparatus according to an embodiment of the present invention; FIG.

FIG. 4 is a structural block diagram of an embodiment of an information access processing apparatus according to another embodiment of the present invention; FIG.

Figure 5 shows a block diagram of a computing device for performing a method of information access processing in accordance with the present invention;

Fig. 6 shows a storage unit for holding or carrying program code for implementing the method of information access processing according to the present invention.

detailed description

Exemplary embodiments of the present disclosure will be described in more detail below with reference to the accompanying drawings. While the embodiments of the present invention have been shown in the drawings, the embodiments Rather, these embodiments are provided so that this disclosure will be more fully understood and the scope of the disclosure will be fully disclosed.

1 is a flow chart showing the steps of an embodiment of an information access processing method according to an embodiment of the present invention. Specifically, the method may include the following steps:

Step 102: Acquire at least one task ticket to be processed according to the indication information, and display processing information of the task ticket in the task bar of the task processing webpage.

When a user interacts with the interactive platform, problems may occur and feedback may be provided. At this time, the source information related to the problem and its attribute information may be fed back to the information platform.

In the process of feedback and information resolution, one transmission mode is the interactive platform transmission mode, that is, the user can initiate instant messaging (IM) in the interactive platform, and communicate with the interactive platform customer service feedback related information. For example, after the user initiates the instant messaging function in the webpage, after the relevant information is fed back, or the information fed back by the user is completed, the system automatically generates a task ticket to assign the corresponding processing party through the task ticket, and the processing party can also pass the Instructs the information to obtain a task ticket.

In order to process the feedback of the user in time, the system configures a task processing webpage for the processing party, and the task processing webpage includes a task bar and a chat window. Wherein, a task work order is used as a task, and the task bar includes a plurality of tasks, so that one processor can process multiple tasks in parallel; each task corresponds to a chat window, so that the processing party can use the chat window to This task corresponds to the user for instant messaging.

Therefore, for the task processing webpage of the processing party, at least one task work order to be processed may be acquired according to the indication information, that is, one or more tasks are acquired at a time, and then the task work order corresponding to the task work order is added in the task bar of the task processing webpage. Task and display the corresponding processing information.

Step 104, for the task work order selected in the task bar, on the task processing webpage The chat window corresponding to the user corresponding to the selected task ticket is opened.

The processing party can select a task to be processed from the task bar, that is, for the task work order selected in the task bar, open a chat window corresponding to the selected task work order in the task processing webpage, and pass the chat window. Interacting with the user to obtain information related to the information fed back by the user, and based on the interaction of the chat window, corresponding interaction data may be generated for processing the user feedback information.

Step 106: Update the processing information of the task work order by using the interaction data generated by the chat window, and display the updated task information in the task bar.

For the interaction data generated in the chat window, the interaction data can interact with other parts of the task processing webpage, for example, interact with the taskbar, that is, update the processing information of the task ticket in the task bar, and where the task is located The location displays updated task information, such as update task title, task processing status.

In summary, at least one task ticket to be processed can be obtained according to the indication information and displayed in the task bar of the task processing webpage, so that multiple task work orders can be processed in parallel through the task processing webpage, thereby improving processing efficiency. Moreover, for the selected task work order, the corresponding chat window can be opened to interact with the corresponding user, and the processing information of the task work order is updated according to the interaction data, and the processing information of the task is obtained in time, thereby further improving the processing efficiency.

Embodiment 2

Based on the above embodiments, this embodiment further discusses an information access processing method.

In the embodiment of the present invention, a task bar, a chat window, and a user information column are configured in the task processing webpage of each processing party. The task bar is used to identify the task of the processor. In this embodiment, a task ticket is displayed as a task in the task bar; the chat window is used to interact with the user to generate interaction data; and the user information column is used for Display user information, such as user name, related information of the user in the interactive platform, and so on.

Wherein, the selection of the task in the task bar will result in a change of the chat window and the user information bar, that is, after selecting the task (selected task work order) in the task bar, the chat window is changed to the selected task work order. Corresponding user information bar will also display the selected user window corresponding to the user interaction. The work order corresponds to the user's information. That is, the taskbar is used to manage all the work orders in the process, and the chat window and user information bar are only related to the currently processed task ticket.

In the embodiment of the present invention, after the task work order is generated, the task work order can be added to the task set, so that the corresponding task work order can be obtained from the work order set for processing. The task ticket can be uniquely represented by the work order identifier, and is added to the task set based on the work order identifier and assigned. Moreover, the task set may store only the unprocessed task ticket, and after the task ticket distribution processor accesses the task bar of the processing task page of the processor, the task ticket may be deleted from the task set.

The task work order assigned to the processing party may be determined from the task set. Therefore, in an optional embodiment of the present invention, before the obtaining the at least one task work order to be processed according to the indication information, the method further includes: according to each task in the task set Determining, by the information type of the work order, a first processing party having processing authority for the task ticket; displaying first prompt information in the task processing webpage of the first processing party, to prompt the first processing party to exist currently The task ticket to be processed.

In this embodiment, the system assigns processing authority to each processing party, and the task information of the task ticket is already marked when the task ticket is generated, for example, the authority information is determined by the information type of the task ticket. Therefore, after the task work order enters the task set, the processing party having the processing authority for the task work order can be determined according to the permission information, so that the prompt information is displayed in the task processing webpage of the corresponding processing party.

Before instructing the first processing party to obtain the to-be-processed work order, the information type of each task work order in the task set may be obtained in advance, and the permission information of the task work order is determined according to the information type, or the task work order is entered into the task. After the collection, the permission information is determined according to the information type of the task ticket. Each of the first processors having processing rights to the task ticket is then determined. The first prompt information may be displayed in the task processing webpage of each processing party having the processing authority, and is used to prompt the processing party to have a task ticket to be processed, so that each first processing party sends the indication information accordingly. .

In addition to obtaining task tickets directly from the task collection, task tickets can also be flowed between different processors to be forwarded to another processor for processing when the current processor cannot process the task ticket. Therefore, in another optional embodiment of the present invention, before the acquiring the at least one task ticket to be processed according to the indication information, the method further includes: converting the single-finger finger according to the received second processing party feedback Determining, determining, by the first processing party having the processing authority, displaying the second prompt information in the task processing webpage of the first processing party, to prompt the first processing party to have a task forwarded from the second processing party Work order.

In this embodiment, it is assumed that the second processing party cannot process the current task ticket, and the second processing party can transfer the task ticket to another processor by referring to the order. Wherein, when the second processing party selects the transfer order, the first processing party that receives the transfer order may be directly selected, and the first processing party is the processing party that has the processing authority for the task work order. After the first processing party that receives the transfer order is determined according to the transfer order indication, the second prompt information may be displayed in the task processing webpage of the first processing party, for prompting that the first processing party currently has the forwarding from the second processing party. Task work order.

An embodiment of the access processing of the task ticket is discussed in detail below based on FIG.

Referring to FIG. 2, a flow chart of an optional embodiment of an information access processing method according to an embodiment of the present invention is shown, which may specifically include the following steps:

Step 202: Receive indication information fed back by the first processing unit.

Step 204: Obtain, according to the indication information, at least one task ticket to be processed that is processed by the first processing party from the task set, and task information of the task ticket.

In the process of processing the task work order and the user interaction by using the task processing webpage, the first processing party may have a corresponding prompt function prompting the current task work order to be processed, for example, by using the first prompt information or the second The prompt message indicates that there is currently a task ticket to be processed. The first processing party may send the indication information based on the prompt information to obtain a task ticket to be processed. After receiving the indication information fed back by the first processing party, obtaining, according to the indication information, a task ticket with the processing authority of the first processing party from the task set, or receiving a task ticket forwarded by the second processing party, and Obtain the task information of the task ticket while acquiring the task ticket.

In this embodiment, in order to prevent the processing party from affecting the processing efficiency due to the excessive number of task work orders, the threshold number of the task work orders may be configured, that is, each time the indication information is corresponding to the task work order that does not exceed the threshold number. After obtaining the task ticket and its task information, the corresponding information may be displayed in the task bar, the chat window, and the user information bar of the task processing webpage of the first processing party.

Step 206: Generate processing information according to task information of the task ticket.

Step 208, each task ticket is taken as a task in the task bar, in the task The processing information is displayed in a category in each task of the column.

After the task work order and its task information are obtained, the task corresponding to the task work order can be added in the task bar of the task processing webpage of the first processing party, that is, a task work order is added to the task bar as a task. Moreover, each task in the task bar can display corresponding processing information to identify the processing status of the task ticket.

Therefore, the corresponding processing information may be generated according to the task information of the task ticket, wherein the processing information includes at least one of the following: source information, task tag information, and status information. When the task ticket is created, task information such as the attribute related to the task ticket is configured, and the processing information of the task ticket can be generated according to the task information, including generating source information, such as the associated interaction platform; generating task tag information, such as whether For order transfer, whether it is a new order (newly accessed task ticket) and user's level information, etc.; and generate status information, such as whether it is not processed, whether there are several unread messages, whether the user is online or not.

Based on the above processing information, when each task is displayed in the task bar, the processing information of the task can be classified and displayed, for example, one task per task in the task bar is configured, and each column displays a processing information of the task, which is convenient for the processing of the task based on the task. The information selection task work order is processed.

In this embodiment, the chat window of the task processing webpage and the display content of the user information bar are all related to the selected task ticket, so after the first processing party selects a task ticket in the task bar, the chat window and the user The information bar displays the information corresponding to the selected task ticket.

Step 210: Open a chat window corresponding to the selected task work order in the task processing webpage for the task work order selected in the task bar.

For the selected task work order, a chat window may be opened between the first processing party and the corresponding user of the selected task work order, and the first processing party may perform an instant messaging message with the user in the chat window. Interacting, determining relevant information of the work order by interaction, thereby performing information interaction with the task bar and the user information column based on the interaction data, and updating the displayed information in real time.

Step 212: Obtain user information from task information of the selected task ticket, and display the user information in a user information column of the task processing webpage.

Obtaining user information from the task information of the selected task ticket for the selected task ticket, the user information includes related information of the user in the interaction platform, and source information fed back by the user And part of the attribute information, for example, the user name of the user in the interactive platform, the interaction record, the level, and the information type of the feedback source information, and then display the user information in turn in the user information column of the processing task page. .

After the task ticket is selected and the chat window and the user information bar are displayed, the first processing party can interact with the user in the chat window of the task processing webpage, and the interaction data can be generated through the interaction in the chat window, and the interaction data can be realized by the interaction data. The interaction between the chat window and the task bar and the user information bar, and the information of the task bar and the user information bar are updated.

Step 214: Update the processing information of the task work order by using the interaction data generated by the chat window.

Step 216, displaying updated task information in the task bar.

The interaction data generated by the chat window may update the processing information of the task ticket, for example, updating the status information in the processing information from unprocessed to processed, generating the title of the task ticket according to the content of the interaction data, etc., thereby The updated task information is displayed in the column, and the first processing party selects the task work order according to the processing information in time for processing.

In an optional embodiment of the present invention, updating the processing information of the task ticket by using the interaction data generated by the chat window, including: detecting, according to the first preset condition, the interaction data generated by the chat window The interaction information, the interaction information that meets the first preset condition is used as the task title in the processing information; and/or, the number of interaction information in the interaction data generated by the chat window is detected, according to the interaction information. The quantity updates the status information in the processing information.

In this embodiment, the processing information of the task bar may be updated by using the interaction data generated in the chat window corresponding to the task ticket. In this embodiment, in order to facilitate the processing party to timely understand the processed task ticket, the task title may be extracted from the interaction information, so the interaction data generated by the chat window is detected, and the interaction information conforming to the first preset condition is acquired. A preset condition is used to determine the task title of the task in the taskbar. For example, the first preset condition is configured as the first instant messaging message in the chat window, that is, the first instant messaging message is used as the task title; or the first preset condition is the latest instant messaging message, and the latest instant messaging message is sent. As the task title.

Moreover, it is also possible to further change the status information of the task ticket in the task bar based on the interaction data. New, wherein the status information in the processing information may be updated by the quantity of interaction information in the interaction data. For example, the first processing party needs to process multiple tasks in parallel, so when processing the currently selected task ticket, other task work orders correspond to The user may also send an instant messaging message. At this time, the interaction information may be configured as an instant message that is not currently read, and the number of unread instant messaging messages is identified in the status information of the task ticket. It is convenient for the processing party to know the processing status of other task work orders in time when processing a task work order.

Step 218: Detect interaction information that meets the second preset condition from the interaction data generated by the chat window.

Step 220: Add the interaction information that meets the second preset condition to the user information, and display the added user information in the user information column.

During the process of interacting with the user through the chat window, the first processing party can obtain more information about the feedback source information of the user, so the interaction information generated by the chat window can not only update the processing information of the task bar, but also can be used for the user. The user information of the information bar is updated.

In this embodiment, the second preset condition is configured to extract user information from the interaction data, so that the interaction information that meets the second preset condition may be detected from the interaction data, and the interaction information is added to the user information, and Displayed in the user information bar. For example, the first processing party classifies the source information fed back by the user in the process of interacting with the user, for example, identifying the corresponding category information through a shortcut button in the chat window, thereby displaying the category information as interactive information in the user information column.

In this embodiment, the task work order forwarded by the second processing party by the transfer order further includes: synchronizing the historical work data of the forwarded work order corresponding user and the second processing party; After the chat window of the user corresponding to the forwarded work order is opened in the processing webpage, the historical interaction data is displayed in the chat window.

For the task ticket forwarded by the second processing party, since the task ticket has already performed the processing operation in the task processing webpage of the second processing party, that is, the second processing party performs the corresponding user with the task ticket through the chat window. The interaction, so the task work order generates corresponding interaction data, and when the task work order is forwarded to the first processing party, the historical interaction data generated by the task work order on the second processing party is also synchronized.

Receiving the task ticket at the first processing party and adding to the task processing webpage of the first processing party After the taskbar, the processing information and task information when it is processed by the second processing party are synchronized to the first processing party as task information, thereby displaying corresponding processing information in the task bar. Thereafter, when the first processing party selects the transferred task ticket, the corresponding chat window is displayed according to the historical interaction data, for example, displaying the instant messaging message record of the user and the second processing party, and the second processing The tag information configured in the chat window, such as stored comment information, and the like, and the user information is displayed in the corresponding user information column.

Of course, in the processing of the first processing party thereafter, the information of the user information bar and the task bar may also be updated based on the interaction data until the task work order processing is completed, and the task is closed.

In summary, the task processing webpage includes a task bar, a chat window, and a user information bar, wherein the interaction data generated by the chat window can update the processing information of the corresponding task ticket in the task bar, and can correspond to the task work order. The user information in the user information column is updated, thereby realizing the interaction of information between various parts in the task processing webpage, thereby improving processing efficiency.

Secondly, the task work order can be obtained from the task set, or the task work order forwarded by other processing parties, and the task work order allocation method is relatively flexible, so that the processing party can determine the acquisition of the task work order autonomously, and further improve the processing efficiency.

Embodiment 3

On the basis of the foregoing embodiment, the present embodiment uses the problem data as the source information of the feedback to discuss an information access processing method related to user interaction in the process of processing source information.

For the problem data, in the process of feedback source information and source information processing in the information platform, the processor of the information platform may need to interact with the user to obtain more comprehensive attribute information of the source information.

For example, for a certain web game, after the player (user) submits an online question on the information platform, the game interface can be chatted with the customer service (processing party) via the toolbar (the toolbar), and the system automatically Generate task tickets and store them in large databases. The task ticket will then enter the task collection for processing.

When the current processing party has the processing authority of the task ticket, the processing task page of the processing party may perform a reminder, for example, by turning the round pull button in the upper left corner of the webpage to orange, to prompt the processing party. Pull the task ticket to serve the player. One of the processing parties may have one or more types of processing rights, and may determine a task ticket according to its processing authority and prompt, for example, if a processing party has two processing rights, the login processing page displays the login account with The pull permission of the task ticket of the two groups can selectively pull the task ticket.

The task bar can be configured on the left side of the task processing webpage, and all tasks pulled by the processor are displayed in the task bar. One task ticket is used as a task, and each task in the task bar is classified into various processing information, for example, Display: source information, such as user feedback question corresponding to the logo of the game platform, such as a game icon; task title, for example, the problem content of the problem data; task tag information, that is, special identification information of the problem data, for example: user's VIP Whether the level, task work order is a transfer order, whether the work order is a new order, etc.; and status information, that is, the current processing status of the task work order, can be marked by a status recovery identifier, for example, a gray dot represents the player offline, yellow-green The dot represents the player online, and the dot indicates “not” for the unanswered player, and the number on the dot indicates that there are N unread messages. Thus, the processing of each task ticket can be clearly displayed through the taskbar.

In the middle of the task processing webpage, a chat window that displays the real-time conversation between the processor and the player can be configured, and the user information bar is displayed on the right side to display relevant information of the player, including character data, historical questions, work order trajectories, platform scores, etc. Problem data and user information in the game platform, such as the game area of the player, the role name level, the payment level, the type of question currently asked, the message mode to enter the system, the customer service response time, the recharge list, history All the problem documents mentioned, the player platform points and so on.

Therefore, through the task processing webpage, the processing party can comprehensively understand the relevant information of the player's feedback on the problem, including the processing information of the task ticket and the user information, so that the processing party can communicate with the user, and the communication between the processing party and the user can also be updated and supplemented. Improve the processing of information and user information, improve the feedback efficiency of player problem data.

For the method embodiments, for the sake of simple description, they are all expressed as a series of action combinations, but those skilled in the art should understand that the embodiments of the present invention are not limited by the described action sequence, because the embodiment according to the present invention Some steps can be performed in other orders or at the same time. Secondly, those skilled in the art should also know that the embodiments described in the specification are all preferred implementations. For example, the actions involved are not necessarily required by embodiments of the present invention.

Embodiment 4

Based on the foregoing embodiment, the embodiment further discloses an information access processing apparatus.

Referring to FIG. 3, a block diagram of an embodiment of an information access processing apparatus according to an embodiment of the present invention is shown, which may specifically include the following modules:

The obtaining module 302 is configured to obtain at least one task ticket to be processed according to the indication information.

The taskbar display module 304 is configured to display processing information of the task ticket in a task bar of the task processing webpage.

a window opening module 306, configured to open a chat window of the user corresponding to the selected task ticket in the task processing webpage for the task ticket selected in the task bar; and in the taskbar The updated task information is displayed in .

The update module 308 is configured to update the processing information of the task work order by using the interaction data generated by the chat window.

FIG. 4 is a structural block diagram of an embodiment of an information access processing apparatus according to another embodiment of the present invention, which may specifically include the following modules:

The obtaining module 402 is configured to obtain at least one task ticket to be processed according to the indication information.

The taskbar display module 404 is configured to display processing information of the task ticket in a task bar of the task processing webpage.

a window opening module 406, configured to open a chat window of the user corresponding to the selected task ticket in the task processing webpage for the task ticket selected in the task bar; and in the taskbar The updated task information is displayed in .

The update module 408 is configured to update the processing information of the task work order by using the interaction data generated by the chat window.

The obtaining module 402 includes: a receiving submodule 40202, configured to receive indication information that is fed back by the first processing unit, and a work order obtaining submodule 40204, configured to obtain the foregoing from the task set according to the indication information. The first processing party has at least one task ticket to be processed that processes the authority, and task information of the task ticket.

The generating module 410 is configured to generate processing information according to the task information of the task work order, where the processing information includes at least one of the following: source information, task tag information, and status information.

The taskbar display module 404 is configured to use each task ticket as a task in the task bar, and display the processing information in each task of the task bar.

The update module 408 is configured to detect interaction information that meets the first preset condition from the interaction data generated by the chat window, and use the interaction information that meets the first preset condition as the task title in the processing information. And/or, detecting the number of interaction information in the interaction data generated by the chat window, and updating the state information in the processing information according to the quantity of the interaction information.

The information bar display module 412 is configured to obtain user information from the task information of the selected task ticket, and display the user information in a user information column of the task processing webpage.

The update module 408 is further configured to: detect interaction information that meets the second preset condition from the interaction data generated by the chat window, and add the interaction information that meets the second preset condition to the user information; The information bar display module is further configured to display the added user information in the user information column.

The first prompting module 414 is configured to determine, according to the information type of each task ticket in the task set, a first processing party that has processing authority for the task ticket; and display the task processing webpage of the first processing party The first prompt information is used to prompt that the first processing party currently has a task ticket to be processed.

The second prompting module 416 is configured to determine, according to the received instruction of the second processing party, the first processing party having the processing authority, and display the second prompt information in the task processing webpage of the first processing party, The first processing party is prompted to have a task ticket forwarded from the second processing party.

The obtaining module 402 is further configured to: synchronize the historical work data of the forwarded work order corresponding to the user and the second processing party; and further include: a window display module, configured to be in the task processing network After the chat window corresponding to the forwarded task ticket is opened in the page, the historical interaction data is displayed in the chat window.

For the device embodiment, since it is basically similar to the method embodiment, the description is relatively simple, and the relevant parts can be referred to the description of the method embodiment.

The algorithms and displays provided herein are not inherently related to any particular computer, virtual system, or other device. Various general purpose systems can also be used with the teaching based on the teachings herein. The structure required to construct such a system is apparent from the above description. Moreover, the invention is not directed to any particular programming language. It is to be understood that the invention may be embodied in a variety of programming language, and the description of the specific language has been described above in order to disclose the preferred embodiments of the invention.

In the description provided herein, numerous specific details are set forth. However, it is understood that the embodiments of the invention may be practiced without these specific details. In some instances, well-known methods, structures, and techniques are not shown in detail so as not to obscure the understanding of the description.

Similarly, the various features of the invention are sometimes grouped together into a single embodiment, in the above description of the exemplary embodiments of the invention, Figure, or a description of it. However, the method disclosed is not to be interpreted as reflecting the intention that the claimed invention requires more features than those recited in the claims. Rather, as the following claims reflect, inventive aspects reside in less than all features of the single embodiments disclosed herein. Therefore, the claims following the specific embodiments are hereby explicitly incorporated into the embodiments, and each of the claims as a separate embodiment of the invention.

Those skilled in the art will appreciate that the modules in the devices in the embodiments can be self-contained. Adaptably change and place them in one or more devices different from this embodiment. The modules or units or components of the embodiments may be combined into one module or unit or component, and further they may be divided into a plurality of sub-modules or sub-units or sub-components. In addition to such features and/or at least some of the processes or units being mutually exclusive, any combination of the features disclosed in the specification, including the accompanying claims, the abstract and the drawings, and any methods so disclosed, or All processes or units of the device are combined. Each feature disclosed in this specification (including the accompanying claims, the abstract and the drawings) may be replaced by alternative features that provide the same, equivalent or similar purpose.

In addition, those skilled in the art will appreciate that, although some embodiments described herein include certain features that are included in other embodiments and not in other features, combinations of features of different embodiments are intended to be within the scope of the present invention. Different embodiments are formed and formed. For example, in the following claims, any one of the claimed embodiments can be used in any combination.

The various component embodiments of the present invention may be implemented in hardware, or in a software module running on one or more processors, or in a combination thereof. Those skilled in the art will appreciate that a microprocessor or digital signal processor (DSP) may be used in practice to implement some or all of some or all of the components of the information access processing method and apparatus in accordance with embodiments of the present invention. Features. The invention can also be implemented as a device or device program (e.g., a computer program and a computer program product) for performing some or all of the methods described herein. Such a program implementing the invention may be stored on a computer readable medium or may be in the form of one or more signals. Such signals may be downloaded from an Internet website, provided on a carrier signal, or provided in any other form.

For example, Figure 5 illustrates a computing device that can implement information access processing in accordance with the present invention. The computing device conventionally includes a processor 510 and a program product or readable medium in the form of a memory 520. Memory 520 can be an electronic memory such as a flash memory, EEPROM (Electrically Erasable Programmable Read Only Memory), EPROM, or ROM. Memory 520 has a memory space 530 for program code 531 for performing any of the method steps described above. For example, storage space 530 for program code may include various program generations for implementing various steps in the above methods, respectively. Code 531. These program codes can be read from or written to one or more program products. These program products include program code carriers such as memory cards. Such a program product is typically a portable or fixed storage unit as described with reference to FIG. The storage unit may have storage segments, storage spaces, and the like that are similarly arranged to memory 520 in the computing device of FIG. The program code can be compressed, for example, in an appropriate form. Typically, the storage unit includes readable code 531', ie, code that can be read by a processor, such as 510, that when executed by a computing device causes the computing device to perform various steps in the methods described above .

It is to be noted that the above-described embodiments are illustrative of the invention and are not intended to be limiting, and that the invention may be devised without departing from the scope of the appended claims. In the claims, any reference signs placed between parentheses shall not be construed as a limitation. The word "comprising" does not exclude the presence of the elements or steps that are not recited in the claims. The word "a" or "an" The invention can be implemented by means of hardware comprising several distinct elements and by means of a suitably programmed computer. In the unit claims enumerating several means, several of these means can be embodied by the same hardware item. The use of the words first, second, and third does not indicate any order. These words can be interpreted as names.

Claims

An information access processing method includes:

Obtaining at least one task work order to be processed according to the indication information, and displaying processing information of the task work order in a task bar of the task processing webpage;

Opening, in the task processing webpage, a chat window corresponding to the user corresponding to the selected task ticket for the task ticket selected in the task bar;

The interaction data generated by the chat window is used to update the processing information of the task ticket, and the updated task information is displayed in the task bar.
The method according to claim 1, wherein the obtaining the at least one task ticket to be processed according to the indication information comprises:

Receiving indication information of the first processing party feedback;

Obtaining, according to the indication information, at least one task ticket to be processed that is processed by the first processing party from the task set, and task information of the task ticket.
The method of claim 2, further comprising:

And generating processing information according to the task information of the task work order, wherein the processing information includes at least one of the following: source information, task tag information, and status information.
The method of claim 3, wherein the displaying the processing information of the task ticket in the task bar of the task processing webpage comprises:

Each task ticket is used as a task in the task bar, and the processing information is classified and displayed in each task of the task bar.
The method of claim 1, wherein the processing information of the task ticket is updated by using the interaction data generated by the chat window, including:

Detecting interaction information that meets the first preset condition from the interaction data generated by the chat window, and using the interaction information that meets the first preset condition as a task title in the processing information; and/or

Detecting the number of interaction information in the interaction data generated by the chat window, and updating the state information in the processing information according to the quantity of the interaction information.
The method of claim 3, further comprising:

Obtaining user information from task information of the selected task ticket, in the task processing network The user information is displayed in the user information column of the page.
The method of claim 6 further comprising:

Detecting interaction information that meets the second preset condition from the interaction data generated by the chat window;

The interaction information that meets the second preset condition is added to the user information, and the added user information is displayed in the user information column.
The method according to claim 1, wherein before the obtaining the at least one task ticket to be processed according to the indication information, the method further comprises:

Determining, according to the information type of each task ticket in the task set, a first processing party having processing authority for the task ticket;

The first prompt information is displayed in the task processing webpage of the first processing party to prompt the first processing party that there is currently a task ticket to be processed.
The method according to claim 1, wherein before the obtaining the at least one task ticket to be processed according to the indication information, the method further comprises:

Determining, by the received instruction of the second processing party, a first processing party having processing authority;

Displaying second prompt information in the task processing webpage of the first processing party to prompt the first processing party to currently have a task ticket forwarded from the second processing party.
The method of claim 9 further comprising:

Synchronizing the forwarded task work order corresponding to historical interaction data between the user and the second processing party;

After the chat window corresponding to the forwarded work order is opened in the task processing webpage, the historical interaction data is displayed in the chat window.
An information access processing device includes:

An obtaining module, configured to acquire at least one task ticket to be processed according to the indication information;

a taskbar display module, configured to display processing information of the task work order in a task bar of the task processing webpage;

a window opening module, configured to open a chat window corresponding to the selected task work order in the task processing webpage for the task work order selected in the task bar; and in the task bar Display updated task information;

And an update module, configured to update processing information of the task work order by using interaction data generated by the chat window.
The device of claim 11, wherein the obtaining module comprises:

a receiving submodule, configured to receive indication information fed back by the first processing unit;

And a work order acquisition sub-module, configured to acquire, according to the indication information, at least one task-workable task to be processed, and task information of the task work order, which are processed by the first processing party from the task set.
The device of claim 12, further comprising:

And a generating module, configured to generate processing information according to the task information of the task work order, where the processing information includes at least one of the following: source information, task tag information, and status information.
The device of claim 13 wherein:

The taskbar display module is configured to use each task ticket as a task in the task bar, and display the processing information in each task of the task bar.
The device of claim 11 wherein:

The update module is configured to detect interaction information that meets the first preset condition from the interaction data generated by the chat window, and use the interaction information that meets the first preset condition as a task title in the processing information; And/or, detecting the quantity of the interaction information in the interaction data generated by the chat window, and updating the state information in the processing information according to the quantity of the interaction information.
The device of claim 13 further comprising:

The information bar display module is configured to obtain user information from the task information of the selected task ticket, and display the user information in a user information column of the task processing webpage.
The device of claim 16 wherein:

The update module is further configured to: detect interaction information that meets the second preset condition from the interaction data generated by the chat window, and add the interaction information that meets the second preset condition to the user information;

The information bar display module is further configured to display the added user information in the user information column.
The device of claim 11 further comprising:

a first prompting module, configured to determine, according to an information type of each task ticket in the task set, a first processing party that has processing authority for the task ticket; and display the first in the task processing webpage of the first processing party A prompt message to prompt the first processing party that there is currently a task ticket to be processed.
The device of claim 11 further comprising:

a second prompting module, configured to determine, according to the received instruction of the second processing party, the first processing party having the processing authority; and displaying the second prompting information in the task processing webpage of the first processing party, to prompt The first processing party currently has a task ticket forwarded from the second processing party.
The device of claim 19 wherein:

The acquiring module is further configured to synchronize historical work data of the forwarded task work order corresponding to the user and the second processing party;

The window display module is configured to display the historical interaction data in the chat window after the chat window corresponding to the forwarded work order is opened in the task processing webpage.
A program comprising readable code that, when executed on a computing device, causes the computing device to perform the information access processing method of any of claims 1-10.
A readable medium storing the program of claim 21.