CN107368960A - It is a kind of to be used to be connected multi-service subsystem and the worksheet system of operator - Google Patents
It is a kind of to be used to be connected multi-service subsystem and the worksheet system of operator Download PDFInfo
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Abstract
It is used to be connected multi-service subsystem and the worksheet system of operator the invention discloses a kind of, the system flow comprises the following steps：S1, establish new work order node：For multi-service subsystem according to problem source and problem types, automatic or manual establishes new work order；S2, accept node：Respective operations people is distributed directly to the new work order for specifying specific processing people, during this stylish work order Status Change is accepts；Treatment group corresponding to new work order entrance to not specified specific processing people, receives work order and processing of following up, during work order Status Change is accepts by the treatment group operator；S3, processing node：Work order in accepting, operator are handled work order according to work order type, and processing procedure is：Previous processing node-currently processed node-next processing node；S4, result node.The system operates nonstandardized technique in processing business problem, is embodied as the standardization flow of IT system, improves traffic issues treatment effeciency and accuracy.
Description
Technical field
The present invention relates to computer management field, it is used to being connected multi-service subsystem and operator more particularly to a kind of
Worksheet system.
Background technology
At present, internet particularly ecommerce develops rapidly, and increasing enterprises and institutions' production, office are
Digitlization is realized, to meet increasingly prosperous interconnection networking trend.And the enterprises division of labor progressively refinement, specialization, Yi Jiyong
Family demand and demand are increasingly diversified, and enterprises system also becomes increasingly complex；And the continuous expansion of portfolio, pending problem
Constantly increase with the growth of business；
Traditional business procedure is realized internal, external issues by instruments such as mail, form, phone or instant messagings
Distribution, processing, collection etc.；And this tupe manually docked that relies on rests on paper trail, multi-channel communication, line
The quick-reading flow sheets of lower processing, exist processing person liable it is indefinite, progress is indefinite, efficiency is low, during it is error-prone the problems such as；
Serious have impact on issue handling efficiency, effect, and the satisfaction of user.
In practical business, a problem may relate to multiple departments such as buying, customer service, logistics, finance, multiple processing ranks
Section is, it is necessary to deliver collaboration processing between all departments.Constantly change in face of user's request and interior tissue, update and portfolio not
It is disconnected to expand, this tupe can not good services client, simultaneously for the service quality of business, efficiency also can not be fine
Be monitored.
Therefore, there is an urgent need to a kind of method to assist transmission information between each business department, distribution task, collaboration processing to ask
Topic, manual error rate is reduced, lift operating efficiency, reduced human cost, pass through handling duration, satisfaction, problem class
The statistical indicators such as type realize the standardization of enterprises service and the lifting of service effectiveness.
The content of the invention
The object of the invention is exactly to solve the method that transmission information cooperates with process problem between multi-service subsystem and operator.
The technical problem of the present invention is solved by following technical scheme：
It is a kind of to be used to be connected multi-service subsystem and the worksheet system of operator, comprise the following steps：
S1, establish new work order node：Each service sub-system docking work order generation interface and basis of multi-service subsystem are asked
Source and problem types are inscribed, establishes new work order automatically；According to problem source, type designated treatment flow and processing people；
S2, accept node：
S201, the new work order of specific processing people has been specified to be distributed directly to respective operations people, this stylish work order Status Change
In accepting；
Treatment group corresponding to S202, the not specified specific new work order entrance for handling people, is received by the treatment group operator
Work order and processing of following up, during work order Status Change is accepts；
S3, processing node：Work order in accepting, operator are handled work order according to work order type, and processing procedure is：
The next processing node of previous processing node --- currently processed node ---；
S4, result node：Result node includes：Work order has solved, or has refused, or has terminated.
Preferably, the service sub-system includes the Part I subsystem of access work order generation interface and does not access work order
Generate the Part II subsystem of interface.
Preferably, each described node has the corresponding behaviour that different logical definitions and node circulation needs are completed
Make, the logical definition includes condition judgment and node sequence；The respective operations include circulation object, branching selection, needs
The content of input.
Preferably, the Part I subsystem that new work order mode comes from access work order generation interface is established automatically；Manually
New work order mode is established from the Part II subsystem subsystem for not accessing work order generation interface.
Preferably, new work order node is being established, it is necessary to which the content of input includes given problem type, treatment group or processing
People, the description of input problem, associated services document；Channel source of the worksheet system automatically according to information, problem types, to work
Singly it is allocated, to carry out the circulation of next node.
Preferably, worksheet system is used for work order generation and the work order generation of the function of satellite information automatic input connects
Mouthful；Worksheet system also includes being used for the marking interface for providing work order service result objective evaluation result.
Preferably, the worksheet system of new work order is established automatically, is comprised the following steps：
S11, the Part I subsystem for generating by accessing work order interface establish new work order automatically, Part I
System includes：400 phones, instant messaging, goods return and replacement application, want slips, questionnaire；
S12, according to the source of new work order and problem types new work order is distributed to corresponding customer service group；
S13, according to automatic allocation rule, corresponding customer service group order state is opened；
S14, work order, which enter, accepts state, --- currently processed node --- next processing by previous processing node
Node, until Resolving probiems；
S15, the Status Change of Resolving probiems work order are to have solved；If not receiving a reply for a long time, work order Status Change is
Terminate.
Preferably, the worksheet system of new work order is established manually, is comprised the following steps：
S21, by do not access work order generate interface Part II subsystem obtain the problem of, establish new work order manually,
The Part II subsystem includes：Outside forum, mail, SNS channels；
S22, according to whether specifying customer service to enter different steps, if specified customer service, into S25；If not specified customer service, enters
Enter S23；
S23, according to the source of work order new work order is assigned to corresponding customer service group with problem types；
S24, according to automatic allocation rule, customer service group order state is opened；
S25, work order, which enter, accepts state, by handling the circulation of --- awaiting reply --- processing, until Resolving probiems；
S26, the Status Change of Resolving probiems work order are to have solved；If do not receive a reply for a long time, work order Status Change is
Terminate.
Preferably, new work order is assigned to by corresponding customer service group with problem types according to the source of new work order, including it is following
Step：
S31, turn to specify specific processing people during list, then work order is in state " in accepting "；
S32, turn not specified specific processing people during list, then work order can enter pending trouble ticket pool；Automatic or manual point
With operator, respectively according to S33 or S345 rows；
S334 is to pending work order according to work order priority or first in first out, the automatic batch operation people of system；
S34, to pending work order by treatment group group leader's manual allocation work order to group member.
Preferably, operator handles work order, comprises the following steps：
S41, operator's order, are handled；
S42, whether meet refusal condition, be, refuse；It is no, into S44；
Closed after the completion of S43, processing, work order Status Change is to have refused；
S44, processing do not complete, and turn other groups by flow or operator is handled；
S45, other groups or operator enter order processing state.
The beneficial effect that the present invention is compared with the prior art is：
1. a kind of of the present invention is used to be connected multiservice system and the worksheet system of operator, grasped by each node
That makees predefines and prevents circulation from, to the possibility of wrong link, improving whole efficiency.
2. the present invention allows the self-defined worksheet flow of manager, establishing the cycle for new handling process is shortened, is reduced
Dependence to technical staff, reduce the maintenance cost of WorkForm System.
Brief description of the drawings
Fig. 1 is the worksheet system schematic of the present invention；
Fig. 2 is the work order operation interface schematic diagram of the present invention.
Embodiment
It is a kind of to be used to be connected multi-service subsystem and the worksheet system of operator, comprise the following steps：
S1, establish new work order node：Each service sub-system docking work order generation interface and basis of multi-service subsystem are asked
Source and problem types are inscribed, establishes new work order automatically；According to problem source, type designated treatment flow and processing people；
S2, accept node：
S201, the new work order of specific processing people has been specified to be distributed directly to respective operations people, this stylish work order Status Change
In accepting；
Treatment group corresponding to S202, the not specified specific new work order entrance for handling people, is received by the treatment group operator
Work order and processing of following up, during work order Status Change is accepts；
S3, processing node：Work order in accepting, operator are handled work order according to work order type, and processing procedure is：
The next processing node of previous processing node --- currently processed node ---；
S4, result node：Result node includes：Work order has been completed, or has been refused, or has been terminated.
Wherein,
To different types of work order, each node has advance logical definition and present node circulation to need to complete
Respective operations.For different subservice scenes, the handling process of practical problem, the department that needs to participate in, each link
Logical construction is different；Each node has the corresponding behaviour that advance logical definition and present node circulation needs are completed
Make, logical definition includes：
1. condition judgment：Handle the currently processed result of people.For example selection refusal just terminates current work order, under selection continues
One step just circulates to next node.
2. node sequence：The work order of each type needs flow to be processed different, it is necessary to pre-defined.For example replace
The corresponding order operation people of goods needs could circulate after agreeing to and arrive warehouse operation people, and warehouse operation people could flow after receiving the return of goods
Finance are gone to user's reimbursement.
Node respective operations include：
1. circulate object：For operational group and operator corresponding to each work order；Such as work order of returning goods, warehouse operation node-flow
The processing people turned must be warehouse group, and financial node processing people must be financial group；
2. branching selection：The processing direction of work order；For example the work order of request class just has " refuse/continue with " Liang Ge branches
Selection, influence the condition judgment of present node and the direction that circulates in next step；
3. need the content inputted：Each node needs the content inputted；For example needed when establishment according to different works
Single type inputs different initial informations；Processing node typically only needs input reply to keep a record.
It can repeatedly be circulated between two nodes, carry out the multiple circulation of " processing --- awaiting reply --- processing ".
Result node includes " solution ", " refusal ", " end " etc.；The situation that problem does not receive a reply for a long time
Under, work order Status Change is to have terminated；Work order Status Change is to have completed after Resolving probiems；Meet the work order state of refusal condition
It is changed to " refusal ".
It is the node of work order itself, state to handle node, it is not necessary to other subsystem interactive information；Result can be
WorkForm System feedback, promoter is synchronized to, the traffic issues for the corresponding subsystem that handles or finish accordingly；Worksheet process and
As a result also can be by handling people corresponding to notifications.
For the work order after accepting, including herein below：Work order number, work order type, timeliness, title, work order state, responsibility
The contents such as group, person liable, treatment group, processing people, creation time, renewal time, operation.
Each work order also includes related order, related parcel, sources, affiliated product, problem types etc. and work order phase
The content of pass.
Each work order includes the work order state such as establishing, accept, handle, terminate or close.
The multi-service subsystem includes the Part I subsystem of access work order generation interface and does not access work order generation
The Part II subsystem of interface.
The Part I subsystem includes 400 hot lines, instant messaging, goods return and replacement application, want slips, questionnaire etc.；Institute
Stating Part II includes the channel outside the normal process such as outside forum, mail, SNS channels.
Each described node has the respective operations that different logical definitions and node circulation needs are completed, described to patrol
Collecting definition includes condition judgment and node sequence；The respective operations input interior including circulation object, branching selection, needs
Hold.
Automatically establish new work order mode and come from Part I subsystem；New work order mode is established manually comes from second
Molecular system.
The problem of different sub-systems can correspond to different customer service groups to handle the problem of corresponding, for example user is on commodity is more
Handled by pre-sales customer service group, parcel problem is handled by customer service group after sale more.
Only there are the needs that have with other subsystems information exchange initiating link in WorkForm System, during worksheet not
Need that interbehavior occurs with other subsystems.
New work order node is being established, it is necessary to which the content of input includes given problem type, treatment group or processing people, input is asked
Topic description, associated services document；Channel source of the worksheet system automatically according to information, problem types, divide work order
Match somebody with somebody, to carry out the circulation of next node.
Worksheet system is used for work order generation and the work order generation interface of the function of satellite information automatic input；At work order
Reason system also includes being used for the marking interface for providing work order service result objective evaluation result.
Automatically the worksheet system of new work order is established, is comprised the following steps：
S11, the Part I subsystem for generating by accessing work order interface establish new work order automatically, Part I
System includes：400 phones, instant messaging, goods return and replacement application, want slips, questionnaire；
S12, according to the source of new work order and problem types new work order is distributed to corresponding customer service group；
S13, according to automatic allocation rule, corresponding customer service group order state is opened；
S14, work order, which enter, accepts state, --- currently processed node --- next processing by previous processing node
Node, until Resolving probiems；
S15, the Status Change of Resolving probiems work order are to have solved；If not receiving a reply for a long time, work order Status Change is
Terminate.
The worksheet system of new work order is established manually, is comprised the following steps：
S21, by do not access work order generate interface Part II subsystem obtain the problem of, establish new work order manually,
The Part II subsystem includes：Outside forum, mail, SNS channels；
S22, according to whether specifying customer service to enter different steps, if specified customer service, into S25；If not specified customer service, enters
Enter S23；
S23, according to the source of work order new work order is assigned to corresponding customer service group with problem types；
S24, according to automatic allocation rule, customer service group order state is opened；
S25, work order, which enter, accepts state, by handling the circulation of --- awaiting reply --- processing, until Resolving probiems；
S26, the Status Change of Resolving probiems work order are to have solved；If do not receive a reply for a long time, work order Status Change is
Terminate.
New work order is assigned to problem types by corresponding customer service group according to the source of new work order, comprised the following steps：
S31, turn to specify specific processing people during list, then work order is in state " in accepting "；
S32, turn not specified specific processing people during list, then work order can enter pending trouble ticket pool；Automatic or manual point
With operator, carried out respectively according to S33 or S34；
S33, to pending work order according to work order priority or first in first out, the automatic batch operation people of system；
S34, to pending work order by treatment group group leader's manual allocation work order to group member.
Operator handles work order, comprises the following steps：
S41, operator's order, are handled；
S42, whether meet refusal condition, be, refuse；It is no, into S44；
Closed after the completion of S43, processing, work order Status Change is to have refused；
S44, processing do not complete, and turn other groups by flow or operator is handled；
S45, other groups or operator enter order processing state.
Specifically,
The processing of work order after sale, comprises the following steps：
S51, work order to be allocated, which enter, has accepted state；
S52, work order is audited；
The work order refusal for meeting refusal condition is handled after S53, examination ＆ verification；
S54, the work order after processing is closed, work order Status Change is to have refused.
The processing of problem work order, comprises the following steps：
S61, work order to be allocated, which enter, has accepted state；
Whether S62, work order are problem work order, no, turn S62S67；
S63, carry out problem reparation；
S64, verify whether to have repaired；It is no, turn S63；
S65, to having changed the problem of work order, into state to be released；
S66, to after issue the problem of work order close；
S67, refusal work order, work order Status Change are to have refused.
Worksheet system as shown in Figure 1, including it is as follows：
A) WorkForm System support by more subsystems generate work order, the subsystem including 400 phones, instant messaging,
Official's mail, goods return and replacement application, personal letter channel, want slips, questionnaire etc.；
B) WorkForm System supports automatic distribution task, and designated treatment people；
C) WorkForm System can record problem source, type, user profile, processing people, and the information such as processing procedure；
D) user can be allowed to give a mark service after worksheet terminates, further collects service data；
E) work order state is with representing implication explanation：
Not yet accept：Work order just have submitted problem, not specified customer service, state to be allocated is in just in queue；
In accepting：Work order is designated specifically to accept customer service, the state in customer service processing；
Wait and replying：Process problem needs the cooperation of user, and warp-wise user proposes and waits returning for user for customer service
It is multiple；
Solve：Problem has solved or Reply All；
Terminate：If do not receive a reply for a long time, work order Status Change is to have terminated；
Refuse：Meet refusal condition；
Work order operation interface as shown in Figure 2, including：Work order number, creation time, difficult single type, problem describe, are excellent
First level, processing state, description of winding up the case, processing people, wait accept state work order list etc., and it represents as follows respectively：
A, work order number：Uniquely, the corresponding business odd numbers of a work order number, a business odd numbers may be correspondingly multiple
Work order number, click to enter work order details.
B, creation time：Difficult single time is marked, acquiescence inserts the difficulty list from nearest one day, i.e. 0 point from today
Start the period till now.
C, difficult single type：Goods return and replacement, short supply, price mistake etc..
D, problem describes：Issue summary describes
E, priority：It is low<In<It is high<Promptly.
F, state is handled：Not yet accept (red), accept in (green), wait and reply (green), solved (grey),
Close etc..
G, wind up the case description：Finally complete the record submitted during work order.
H, people is handled
I, wait and accept state work order list：Time sequencing sort, the stand-by period it is most long be shown in topmost.
Above content is to combine specific/preferred embodiment further description made for the present invention, it is impossible to
Assert that the specific implementation of the present invention is confined to these explanations.Come for general technical staff of the technical field of the invention
Say, without departing from the inventive concept of the premise, it can also make some replacements or modification to the embodiment that these have been described,
And these are substituted or variant should all be considered as belonging to protection scope of the present invention.
Claims (10)
1. a kind of be used to be connected multi-service subsystem and the worksheet system of operator, it is characterised in that comprises the following steps：
S1, establish new work order node：Multi-service subsystem each service sub-system docking work order generation interface and according to problem come
Source and problem types, new work order is established automatically；According to problem source, type designated treatment flow and processing people；
S2, accept node：
S201, specified the new work order of specific processing people to be distributed directly to respective operations people, this stylish work order Status Change be by
In reason；
Treatment group corresponding to S202, the not specified specific new work order entrance for handling people, work order is received by the treatment group operator
And processing of following up, during work order Status Change is accepts；
S3, processing node：Work order in accepting, operator are handled work order according to work order type, and processing procedure is：
The next processing node of previous processing node --- currently processed node ---；
S4, result node：Result node includes：Work order has solved, or has refused, or has terminated.
2. worksheet system according to claim 1, it is characterised in that the service sub-system includes access work order life
Into interface Part I subsystem and do not access work order generation interface Part II subsystem.
3. worksheet system according to claim 1, it is characterised in that each described node has different logics
Definition and node circulation need the respective operations completed, and the logical definition includes condition judgment and node sequence；It is described right
The content inputted including circulation object, branching selection, needs should be operated.
4. worksheet system according to claim 1, it is characterised in that establish new work order mode automatically and come from access
Work order generates the Part I subsystem of interface；New work order mode is established manually from not accessing work order generation second of interface
Molecular system subsystem.
5. worksheet system according to claim 1, it is characterised in that establish new work order node, it is necessary to input
Content includes given problem type, treatment group or processing people, the description of input problem, associated services document；Worksheet system is certainly
Dynamic channel source according to information, problem types, are allocated to work order, to carry out the circulation of next node.
6. worksheet system according to claim 1, it is characterised in that worksheet system be used for work order generate with it is attached
Belong to the work order generation interface of the function of information automatic input；Worksheet system also includes being used to provide visitor to work order service result
See the marking interface of evaluation result.
7. worksheet system according to claim 1, it is characterised in that establish the worksheet system of new work order automatically
System, comprises the following steps：
S11, by access work order generate interface Part I subsystem establish new work order, the Part I subsystem automatically
Including：400 phones, instant messaging, goods return and replacement application, want slips, questionnaire；
S12, according to the source of new work order and problem types new work order is distributed to corresponding customer service group；
S13, according to automatic allocation rule, corresponding customer service group order state is opened；
S14, work order, which enter, accepts state, --- currently processed node --- next processing section by previous processing node
Point, until Resolving probiems；
S15, the Status Change of Resolving probiems work order are to have solved；If not receiving a reply for a long time, work order Status Change is to have terminated.
8. worksheet system according to claim 1, it is characterised in that establish the worksheet system of new work order manually
System, comprises the following steps：
S21, by do not access work order generate interface Part II subsystem obtain the problem of, establish new work order manually, it is described
Part II subsystem includes：Outside forum, mail, SNS channels；
S22, according to whether specifying customer service to enter different steps, if specified customer service, into S25；If not specified customer service, enter
S23；
S23, according to the source of work order new work order is assigned to corresponding customer service group with problem types；
S24, according to automatic allocation rule, customer service group order state is opened；
S25, work order, which enter, accepts state, by handling the circulation of --- awaiting reply --- processing, until Resolving probiems；
S26, the Status Change of Resolving probiems work order are to have solved；If do not receive a reply for a long time, work order Status Change is to have tied
Beam.
9. worksheet system according to claim 1, it is characterised in that will according to the source of new work order and problem types
New work order is assigned to corresponding customer service group, comprises the following steps：
S31, turn to specify specific processing people during list, then work order is in state " in accepting "；
S32, turn not specified specific processing people during list, then work order can enter pending trouble ticket pool；Automatic or manual distribution behaviour
Make people, carried out respectively according to S33 or S34；
S33, to pending work order according to work order priority or first in first out, the automatic batch operation people of system；
S34, to pending work order by treatment group group leader's manual allocation work order to group member.
10. worksheet system according to claim 1, it is characterised in that operator handles work order, including following step
Suddenly：
S41, operator's order, are handled；
S42, whether meet refusal condition, be, refuse；It is no, into S44；
Closed after the completion of S43, processing, work order Status Change is to have refused；
S44, processing do not complete, and turn other groups by flow or operator is handled；
S45, other groups or operator enter order processing state.
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| CN201710547582.9A CN107368960B (en) | 2017-07-06 | 2017-07-06 | Work order processing system for connecting multi-service subsystem with operator |
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|---|---|---|---|
| CN201710547582.9A CN107368960B (en) | 2017-07-06 | 2017-07-06 | Work order processing system for connecting multi-service subsystem with operator |
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| CN110111026A (en) * | 2019-05-17 | 2019-08-09 | 深圳前海微众银行股份有限公司 | Work order priority processing method, apparatus, equipment and computer readable storage medium |
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| CN112633753A (en) * | 2020-12-30 | 2021-04-09 | 广东赛诺科技股份有限公司 | Dynamic work order sharing system |
| CN113159625A (en) * | 2021-05-12 | 2021-07-23 | 厦门立林科技有限公司 | Intelligent work order processing method |
| CN113742218A (en) * | 2021-08-04 | 2021-12-03 | 深圳中广核工程设计有限公司 | Question list processing method and device, computer equipment and storage medium |
| CN114037507A (en) * | 2021-10-21 | 2022-02-11 | 深圳市道旅旅游科技股份有限公司 | Settlement dispute work order processing method, platform, equipment and medium |
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