CN107665401A - A kind of method for allocating tasks, terminal and computer-readable recording medium - Google Patents
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Abstract
The embodiment of the present invention provides a kind of method for allocating tasks, terminal and computer-readable recording medium.This method includes：Obtain task to be allocated；Obtain form of communication corresponding to the task to be allocated；The Task Progress of the task to be allocated is identified according to the form of communication and default recognition rule；The Task Progress of the task to be allocated is marked according to the recognition result of the Task Progress；The task grade of the task to be allocated is determined according to the Task Progress；The task to be allocated is allocated according to the task grade and default allocation strategy.The reasonability of task distribution can be effectively improved and be advantageous to the efficiency of lifting task processing by implementing the embodiment of the present invention.
Description
Technical Field
The present invention relates to the field of communications technologies, and in particular, to a task allocation method, a terminal, and a computer-readable storage medium.
Background
With the development of the internet and the significance of the network marketing mode, the online customer service system becomes an important tool for network marketing and is also a necessary tool for improving the website image of an enterprise and enhancing the interaction between the enterprise and visitors. Generally, in order to meet the requirements of different customers, a customer service server is configured with a plurality of instant messaging modules, such as a telephone messaging module, a WeChat module, a short message module, an email module, and an Instant Message (IM) module. However, data communication among the modules is independent, information sharing cannot be achieved, and seat personnel of different modules cannot acquire data of other communication modules mutually, so that the working efficiency is reduced. Meanwhile, a plurality of seat personnel are often included under the name of the manager, and because the number of tasks processed by the seat personnel is large and the progress is uncertain, the manager is difficult to master the specific work progress of each seat personnel, and the tasks of the seat personnel cannot be effectively and reasonably distributed.
Disclosure of Invention
The embodiment of the invention provides a more efficient and reasonable task allocation method, a terminal and a computer readable storage medium.
In a first aspect, an embodiment of the present invention provides a task allocation method, where the method includes:
acquiring a task to be distributed;
acquiring a communication form corresponding to the task to be distributed;
identifying the task progress of the task to be distributed according to the communication form and a preset identification rule;
marking the task progress of the task to be distributed according to the recognition result of the task progress;
determining the task level of the task to be distributed according to the task progress;
and distributing the tasks to be distributed according to the task grades and a preset distribution strategy.
In a second aspect, an embodiment of the present invention provides a terminal, where the terminal includes:
the first acquisition unit is used for acquiring the tasks to be distributed;
the second acquisition unit is used for acquiring the communication form corresponding to the task to be distributed;
the identification unit is used for identifying the task progress of the task to be distributed according to the communication form and a preset identification rule;
the first processing unit is used for marking the task progress of the task to be distributed according to the identification result of the task progress;
the determining unit is used for determining the task level of the task to be distributed according to the task progress;
and the distribution unit is used for distributing the tasks to be distributed according to the task grades and a preset distribution strategy.
In a third aspect, an embodiment of the present invention provides another terminal, where the terminal includes: a memory and a processor; the memory stores executable program data; the processor is adapted to execute the program data stored in the memory to perform the method of the first aspect described above.
In a fourth aspect, embodiments of the present invention provide a computer-readable storage medium storing one or more program data, which can be executed by one or more processors to implement the method of the first aspect.
The task progress of the task to be allocated is marked by acquiring the task to be allocated, the task grade of the task to be allocated is determined according to the task progress, and the task to be allocated is allocated according to the task grade and a preset allocation strategy. The embodiment of the invention can effectively improve the rationality of task allocation and is beneficial to improving the efficiency of task processing.
Drawings
In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings needed to be used in the description of the embodiments are briefly introduced below, and it is obvious that the drawings in the following description are some embodiments of the present invention, and it is obvious for those skilled in the art to obtain other drawings based on these drawings without creative efforts.
FIG. 1 is a schematic flow chart diagram of a task allocation method according to an embodiment of the present invention;
FIG. 2 is a schematic flow chart of a sub-method of a task allocation method according to an embodiment of the present invention;
FIG. 3 is a schematic flow chart of a sub-method of a task allocation method according to an embodiment of the present invention;
FIG. 4 is a flowchart illustrating a sub-method of a task allocation method according to an embodiment of the present invention;
FIG. 5 is a flowchart illustrating a sub-method of a task allocation method according to an embodiment of the present invention;
fig. 6 is a schematic block diagram of a terminal according to an embodiment of the present invention;
fig. 7 is a schematic block diagram of an identification unit in a terminal according to an embodiment of the present invention;
fig. 8 is a schematic block diagram of a determining unit in a terminal according to an embodiment of the present invention;
fig. 9 is a schematic block diagram of an allocation unit in a terminal according to an embodiment of the present invention;
fig. 10 is a schematic block diagram of an allocation unit in a terminal according to an embodiment of the present invention;
fig. 11 is a schematic block diagram of another terminal provided in an embodiment of the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are some, not all, embodiments of the present invention. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
It will be understood that the terms "comprises" and/or "comprising," when used in this specification and the appended claims, specify the presence of stated features, integers, steps, operations, elements, and/or components, but do not preclude the presence or addition of one or more other features, integers, steps, operations, elements, components, and/or groups thereof.
It should also be understood that the term "and/or" as used in this specification and the appended claims refers to and includes any and all possible combinations of one or more of the associated listed items.
In particular implementations, the terminals described in embodiments of the invention include, but are not limited to, other portable terminals such as mobile phones, laptop computers, or tablet computers that can execute application programs. It should also be understood that in some embodiments the terminal is not a portable communication terminal, but includes a desktop computer, television, etc. that can execute applications. The terminal can install and execute various applications.
Fig. 1 is a flowchart illustrating a task allocation method according to an embodiment of the present invention. The method includes steps S11-S16.
And S11, acquiring the task to be distributed.
In a specific implementation, the task to be allocated may be obtained through a preset task pool to be allocated. The preset task pool to be allocated is used for recovering and storing the tasks to be allocated. The specific content of the task to be distributed can be regular call return visits, order logistics inquiry replies and the like. The communication form corresponding to the task to be distributed includes but is not limited to an email form, a telephone form, a short message form, a WeChat form and the like. The embodiment of the invention does not limit the acquisition mode, the specific content and the corresponding communication form of the task to be distributed.
And S12, acquiring the communication form corresponding to the task to be distributed. The communication form includes, but is not limited to, an email form, a telephone form, a short message form, a WeChat form, and the like.
In specific implementation, the obtaining of the communication form corresponding to the task to be distributed includes: and acquiring the communication identifier of the task to be distributed, searching the communication form matched with the communication identifier, and determining the communication form matched with the communication identifier as the communication form corresponding to the task to be distributed. For example, the communication identifier may be a telephone number, a mailbox address, a micro-signal, and the like. Each type of communication identifier corresponds to a communication form, for example, the communication form corresponding to the telephone number is a telephone form, the communication form corresponding to the mailbox address is an email form, and the like.
And S13, identifying the task progress of the task to be distributed according to the communication form and a preset identification rule.
The task progress comprises but is not limited to 'quoted pending payment', 'delivered pending receipt' and the like, and the specific task progress can be set in a user-defined mode according to different actual working scenes.
Specifically, referring to fig. 2, a sub-flow diagram of a task allocation method according to an embodiment of the present invention is shown. Further, if the communication form is an email form, the identifying the task progress of the task to be distributed according to the communication form and a preset identification rule includes, but is not limited to, steps S131 to S134.
S131, mail data corresponding to the task to be distributed is obtained.
Specifically, the mail data may be in a text format, and the mail data may be acquired by storing mails generated by the task to be allocated in batches in a text document. It should be noted that the steps are also applicable to text communication forms such as WeChat form, short message form, and the like.
S132, extracting the key identifier in the mail data.
In particular, the key identifiers include, but are not limited to, keywords, symbols, strings, graphics, and colors. For example, the key identifier may be a key word, which may be "total price quoted for order," "pay-in-time," and so forth.
S133, acquiring the progress identifier matched with the key identifier.
Specifically, the preset progress identifier includes, but is not limited to, a keyword, a symbol, a character string, a graphic, and a color. For example, the progress identifier may be a keyword, which may be "total bid," "total bid," and so on. And if the key identifier is 'total price quoted in order', matching the key identifier with a preset progress identifier one by one through big data analysis, and obtaining that the progress identifier matched with the key identifier is 'total price quoted in order'.
S134, determining the task progress corresponding to the progress identifier as the task progress of the task to be distributed.
Specifically, each progress identifier corresponds to a unique task progress. For example, if the progress identifier is "total quote", the corresponding task progress is "quoted pending payment", and so on. By establishing the mapping relation between the progress identifier and the task progress, the specific task progress can be quickly obtained according to the progress identifier.
And S14, marking the task progress of the task to be distributed according to the recognition result of the task progress.
Further, if the communication form is a communication form of a telephone form voice type, the identifying the task progress of the task to be distributed according to the communication form and a preset identification rule includes: acquiring the recording content of the telephone; carrying out voice recognition on the recording content and converting the recording content into a text format; extracting key identifiers in the sound recording content in the text format; acquiring a progress identifier matched with the key identifier; determining the task progress corresponding to the progress identifier as the task progress of the task to be distributed; and marking the task progress of the task to be distributed according to the identification result of the task progress.
And S15, determining the task level of the task to be distributed according to the task progress.
Specifically, referring to fig. 3, a sub-flow diagram of a task allocation method according to an embodiment of the present invention is shown. Further, the task level comprises an importance level and a common level; the determining the task level of the task to be distributed according to the task progress includes, but is not limited to, steps S151-S154.
And S151, acquiring the expiration time of the task to be distributed.
Specifically, there is an expiration time corresponding to the specific content of the task to be assigned. The expiration time may be automatically generated when the task to be assigned is generated. For example, if the task to be allocated is a regular call return visit, the processing aging time corresponding to the task to be allocated may be 5 days, and if the generation time of the task to be allocated is T, the expiration time corresponding to the task to be allocated is T +5 days.
S152, calculating the residual processing time according to the current time and the expiration time.
Specifically, subtracting the current time from the expiration time may yield the remaining processing time. For example, if the current time is T +1 day, and the expiration time corresponding to the task to be allocated is T +5 days, the remaining processing time is 4 days.
And S153, judging whether the residual processing time is less than a preset time threshold value.
Specifically, the time threshold may be set according to the specific content of the task to be allocated or the task progress. For example, the task progress "quoted pending payment" for the task to be distributed may be set to a time threshold of 1 day; the task schedule is "delivered to sign-for", and the time threshold may be set to 2 days.
And S154, if the residual processing time is less than a preset time threshold, determining the task level as an important level.
And if the residual processing time is greater than a preset time threshold, determining the task level as a common level.
In the embodiment of the invention, the task grade of the task to be distributed is determined by judging whether the residual processing time is less than the preset time threshold, so that the phenomenon of overdue processing of the task to be distributed can be prevented, and the management cost is saved.
And S16, distributing the tasks to be distributed according to the task grades and a preset distribution strategy.
Specifically, referring to fig. 4, a sub-flow diagram of a task allocation method according to an embodiment of the present invention is shown. Further, the allocating the tasks to be allocated according to the task level and a preset allocation policy includes S161-S165.
S161, acquiring the task level of the unprocessed task of the seat personnel.
Specifically, by determining the task level of the task to be allocated according to the task progress in the foregoing embodiment, the task level of each unprocessed task can be obtained. The task levels include an importance level and a general level. Assume that the total number of unprocessed tasks for that agent person is 100.
And S162, acquiring the number of unprocessed tasks with the task level as the important level.
Specifically, the unprocessed tasks with the task levels as the important levels are counted to obtain the number of the unprocessed tasks with the task levels as the important levels. The number of unprocessed tasks assuming the task level as the importance level is 70.
S163, comparing the number with a preset number threshold.
Specifically, the preset number threshold may be set by the overall processing capacity of the seat staff. For example, assume that the average daily handling capacity of an agent is 100 pieces per day. In order to ensure that tasks to be distributed of important levels are processed in time, a weight coefficient can be set, and the value range of the weight coefficient is 0-1. For example, the weight coefficient may be 0.5. The preset number threshold is: the product of the average daily processing capacity of the agent person and the weight coefficient. For example, the preset number threshold may be: 100 x 0.5 ═ 50 pieces.
S164, if the number is smaller than a preset number threshold, calculating a first difference value between the number threshold and the number.
Specifically, the first difference is a positive number. The first difference in the present embodiment is 70-30 to 20 pieces. If the number is smaller than the preset number threshold value, the fact that the task quantity of the current seat personnel for processing the important level does not reach the saturation state is indicated, and additional tasks can be accepted to be switched.
And S165, transferring the tasks to be distributed with the number of the first difference value to the current seat staff name.
Specifically, the task to be allocated can be shifted to the place under the name of the current seat staff through a preset task pool to be allocated. The preset task pool to be distributed is used for recovering and storing the tasks to be distributed, unprocessed tasks under the names of the seat personnel can be transferred to the task pool to be distributed, and then recovery and redistribution of the unprocessed tasks are achieved, and task management is more efficient.
Specifically, referring to fig. 5, a sub-flow diagram of a task allocation method according to an embodiment of the present invention is shown. Further, after comparing the number with the preset number threshold, steps S166-S167 are included.
And S166, if the number is larger than a preset number threshold, calculating a second difference value between the number and the number threshold.
Specifically, the second difference is a positive number. If the number is larger than the preset number threshold value, the fact that the task amount of the current seat personnel for processing the important level reaches a saturated state is indicated, the additional tasks cannot be accepted to be transferred in, and part of unprocessed tasks under the name of the seat personnel should be transferred out.
And S167, transferring the unprocessed tasks with the number of the second difference value from the seat staff names to a preset task pool to be distributed.
Specifically, after the unprocessed task is transferred to a preset task pool to be allocated from the seat staff name, the unprocessed task is converted into a task to be allocated to wait for allocation.
The number is larger than a preset number threshold value, which indicates that the task amount of the current seat personnel for processing the important level reaches a saturated state or is in an overload state, and a proper amount of tasks should be timely transferred out to prevent the task progress from being blocked. In the implementation of the invention, the difference value between the number of the unprocessed tasks of the importance level under the seat name and the preset number threshold is calculated, and then the tasks to be distributed or the unprocessed tasks are distributed according to the difference value, so that the rationality of task distribution can be provided, and the working efficiency is improved.
Further, the allocation method may further include: and sending the distribution result of the task to be distributed to the corresponding seat personnel.
Specifically, the allocation result may be directly sent to the corresponding agent personnel through the agent management system, where the allocation result includes the number of tasks to be allocated and the corresponding task chain, and the agent personnel may directly process the tasks to be allocated in the allocation result.
In the embodiment of the invention, the task progress of the task to be distributed is marked; determining the task level of the task to be distributed according to the task progress; and distributing the tasks to be distributed according to the task grades and a preset distribution strategy. The reasonability of task allocation can be effectively improved, and the efficiency of task processing is favorably improved.
Fig. 6 is a schematic block diagram of a terminal according to an embodiment of the present invention. Corresponding to the task allocation method provided by the foregoing embodiment, an embodiment of the present invention provides a terminal, where the terminal includes: a first acquisition unit 110, a second acquisition unit 120, a recognition unit 130, a first processing unit 140, a determination unit 150, and an allocation unit 160.
A first obtaining unit 110, configured to obtain a task to be allocated.
In a specific implementation, the task to be allocated may be obtained through a preset task pool to be allocated. The preset task pool to be allocated is used for recovering and storing the tasks to be allocated. The specific content of the task to be distributed can be regular call return visits, order logistics inquiry replies and the like. The communication form corresponding to the task to be distributed includes but is not limited to an email form, a telephone form, a short message form, a WeChat form and the like. The embodiment of the invention does not limit the acquisition mode, the specific content and the corresponding communication form of the task to be distributed.
The second obtaining unit 120 is configured to obtain a communication format corresponding to the task to be allocated. The communication form includes, but is not limited to, an email form, a telephone form, a short message form, a WeChat form, and the like.
In specific implementation, the obtaining of the communication form corresponding to the task to be distributed includes: and acquiring the communication identifier of the task to be distributed, searching the communication form matched with the communication identifier, and determining the communication form matched with the communication identifier as the communication form corresponding to the task to be distributed. For example, the communication identifier may be a telephone number, a mailbox address, a micro-signal, and the like. Each type of communication identifier corresponds to a communication form, for example, the communication form corresponding to the telephone number is a telephone form, the communication form corresponding to the mailbox address is an email form, and the like.
The identifying unit 130 is configured to identify the task progress of the task to be allocated according to the communication form and a preset identification rule.
The task progress comprises but is not limited to 'quoted pending payment', 'delivered pending receipt' and the like, and the specific task progress can be set in a user-defined mode according to different actual working scenes.
Referring to fig. 7, a schematic block diagram of an identification unit 130 in a terminal according to an embodiment of the present invention is shown. If the communication form is a mail form, the identifying unit 130 includes a third obtaining unit 131, an extracting unit 132, a fourth obtaining unit 133, and a second processing unit 134.
A third obtaining unit 131, configured to obtain mail data corresponding to the task to be allocated.
Specifically, the mail data may be in a text format, and the mail data may be acquired by storing mails generated by the task to be allocated in batches in a text document. It should be noted that the steps are also applicable to text communication forms such as WeChat form, short message form, and the like.
An extracting unit 132, configured to extract the key identifier in the mail data.
In particular, the key identifiers include, but are not limited to, keywords, symbols, strings, graphics, and colors. For example, the key identifier may be a key word, which may be "total price quoted for order," "pay-in-time," and so forth.
A fourth obtaining unit 133, configured to obtain a progress identifier that matches the key identifier.
Specifically, the preset progress identifier includes, but is not limited to, a keyword, a symbol, a character string, a graphic, and a color. For example, the progress identifier may be a keyword, which may be "total bid," "total bid," and so on. And if the key identifier is 'total price quoted in order', matching the key identifier with a preset progress identifier one by one through big data analysis, and obtaining that the progress identifier matched with the key identifier is 'total price quoted in order'.
And the second processing unit 134 is configured to determine the task progress corresponding to the progress identifier as the task progress of the task to be allocated.
Specifically, each progress identifier corresponds to a unique task progress. For example, if the progress identifier is "total quote", the corresponding task progress is "quoted pending payment", and so on. By establishing the mapping relation between the progress identifier and the task progress, the specific task progress can be quickly obtained according to the progress identifier.
The first processing unit 140 is configured to mark the task progress of the task to be allocated according to the recognition result of the task progress.
Further, if the communication mode is a voice communication mode such as a telephone mode, the identification unit is specifically configured to: acquiring the recording content of the telephone; carrying out voice recognition on the recording content and converting the recording content into a text format; extracting key identifiers in the sound recording content in the text format; acquiring a progress identifier matched with the key identifier; determining the task progress corresponding to the progress identifier as the task progress of the task to be distributed; and marking the task progress of the task to be distributed according to the identification result of the task progress.
In the embodiment of the invention, the tasks to be distributed are intelligently identified through big data analysis, and the progress identifiers matched with the key identifiers are obtained. And marking the task progress of the task to be distributed can be realized, and the speed and the accuracy of determining the task progress can be improved.
The determining unit 150 is configured to determine the task level of the task to be allocated according to the task progress.
Specifically, referring to fig. 8, a schematic block diagram of a determining unit 150 in a terminal according to an embodiment of the present invention is shown. Further, the task levels include an importance level and a general level. The determination unit 150 includes a fifth acquisition unit 151, a first calculation unit 152, a first judgment unit 153, and a third processing unit 154.
A fifth obtaining unit 151, configured to obtain an expiration time of the task to be allocated.
Specifically, there is an expiration time corresponding to the specific content of the task to be assigned. The expiration time may be automatically generated when the task to be assigned is generated. For example, if the task to be allocated is a regular call return visit, the processing aging time corresponding to the task to be allocated may be 5 days, and if the generation time of the task to be allocated is T, the expiration time corresponding to the task to be allocated is T +5 days.
A first calculating unit 152, configured to calculate the remaining processing time according to the current time and the expiration time.
Specifically, subtracting the current time from the expiration time may yield the remaining processing time. For example, if the current time is T +1 day, and the expiration time corresponding to the task to be allocated is T +5 days, the remaining processing time is 4 days.
A first judging unit 153, configured to judge whether the remaining processing time is less than a preset time threshold.
Specifically, the time threshold may be set according to the specific content of the task to be allocated or the task progress. For example, the task progress "quoted pending payment" for the task to be distributed may be set to a time threshold of 1 day. The task schedule is "delivered to sign-for", and the time threshold may be set to 2 days.
A third processing unit 154, configured to determine the task level as an importance level if the remaining processing time is less than a preset time threshold.
And if the residual processing time is greater than a preset time threshold, determining the task level as a common level.
In the embodiment of the invention, the task grade of the task to be distributed is determined by judging whether the residual processing time is less than the preset time threshold, so that the phenomenon of overdue processing of the task to be distributed can be prevented, and the management cost is saved.
And the allocating unit 160 is configured to allocate the task to be allocated according to the task level and a preset allocation policy.
Referring to fig. 9, a schematic block diagram of an allocation unit 160 in a terminal according to an embodiment of the present invention is shown. The allocation unit 160 includes a sixth acquisition unit 161, a seventh acquisition unit 162, a comparison unit 163, a second calculation unit 164, and a fourth processing unit 165.
A sixth obtaining unit 161, configured to obtain a task level of an unprocessed task of the agent person.
Specifically, by determining the task level of the task to be allocated according to the task progress in the foregoing embodiment, the task level of each unprocessed task can be obtained. The task levels include an importance level and a general level. Assume that the total number of unprocessed tasks for that agent person is 100.
A seventh obtaining unit 162, configured to obtain the number of unprocessed tasks of which the task level is an importance level.
Specifically, the unprocessed tasks with the task levels as the important levels are counted to obtain the number of the unprocessed tasks with the task levels as the important levels. The number of unprocessed tasks assuming the task level as the importance level is 70.
A comparing unit 163 for comparing the number with a preset number threshold.
Specifically, the preset number threshold may be set by the overall processing capacity of the seat staff. For example, assume that the average daily handling capacity of an agent is 100 pieces per day. In order to ensure that tasks to be distributed of important levels are processed in time, a weight coefficient can be set, and the value range of the weight coefficient is 0-1. For example, the weight coefficient may be 0.5. The preset number threshold is: the product of the average daily processing capacity of the agent person and the weight coefficient. For example, the preset number threshold may be: 100 x 0.5 ═ 50 pieces.
The second calculating unit 164 is configured to calculate a first difference between the number threshold and the number if the number is smaller than a preset number threshold.
Specifically, the first difference is a positive number. The first difference in the present embodiment is 70-30 to 20 pieces. If the number is smaller than the preset number threshold value, the fact that the task quantity of the current seat personnel for processing the important level does not reach the saturation state is indicated, and additional tasks can be accepted to be switched.
And a fourth processing unit 165, configured to transfer the tasks to be allocated with the number of the first difference to the place under the name of the current seat staff.
Specifically, the task to be allocated can be shifted to the place under the name of the current seat staff through a preset task pool to be allocated. The preset task pool to be distributed is used for recovering and storing the tasks to be distributed, unprocessed tasks under the names of the seat personnel can be transferred to the task pool to be distributed, and then recovery and redistribution of the unprocessed tasks are achieved, and task management is more efficient.
Referring to fig. 10, a schematic block diagram of an allocation unit 160 in a terminal according to an embodiment of the present invention is shown. The allocation unit 160 further comprises a third calculation unit 166 and a fifth processing unit 167. Wherein,
a third calculating unit 166, configured to calculate a second difference between the number and the number threshold if the number is greater than a preset number threshold.
Specifically, the second difference is a positive number. If the number is larger than the preset number threshold value, the fact that the task amount of the current seat personnel for processing the important level reaches a saturated state is indicated, the additional tasks cannot be accepted to be transferred in, and part of unprocessed tasks under the name of the seat personnel should be transferred out.
And a fifth processing unit 167, configured to transfer the unprocessed tasks with the number equal to the second difference value from the seat staff names to a preset task pool to be allocated.
Specifically, after the unprocessed task is transferred to a preset task pool to be allocated from the seat staff name, the unprocessed task is converted into a task to be allocated to wait for allocation.
The number is larger than a preset number threshold value, which indicates that the task amount of the current seat personnel for processing the important level reaches a saturated state or is in an overload state, and a proper amount of tasks should be timely transferred out to prevent the task progress from being blocked. In the implementation of the invention, the difference value between the number of the unprocessed tasks of the importance level under the seat name and the preset number threshold is calculated, and then the tasks to be distributed or the unprocessed tasks are distributed according to the difference value, so that the rationality of task distribution can be provided, and the working efficiency is improved.
Further, the terminal may further include a notification unit, where the notification unit is configured to send the allocation result of the task to be allocated to the corresponding agent.
Specifically, the allocation result may be directly sent to the corresponding agent personnel through the agent management system, where the allocation result includes the number of tasks to be allocated and the corresponding task chain, and the agent personnel may directly process the tasks to be allocated in the allocation result.
In the embodiment of the invention, the task progress of the task to be distributed is marked. And determining the task level of the task to be distributed according to the task progress. And distributing the tasks to be distributed according to the task grades and a preset distribution strategy. The reasonability of task allocation can be effectively improved, and the efficiency of task processing is favorably improved.
Fig. 11 is a schematic block diagram of another terminal according to an embodiment of the present invention. The terminal 80 includes one or more input terminals 801; one or more output terminals 802, one or more memories 803, and one or more processors 804. The input terminal 801, the output terminal 802, the memory 803, and the processor 804 are connected by a bus 805. Wherein:
the input terminal 801 is used to provide a request for the user to send a network request, and to provide a request for the user to send again a request instance for creating a network request. In a specific implementation, the input terminal 801 according to the embodiment of the present invention may include a keyboard, a mouse, an optical input terminal, a voice input terminal, a touch input terminal, and the like.
The output terminal 802 is used to display the status of the network request after the network request is successfully executed, the reason why the network request of the request instance is not successfully executed, and the like. In a specific implementation, the output terminal 802 according to the embodiment of the present invention may include a display, a display screen, a touch screen, a sound output terminal, and the like.
The memory 803 is used to store program data with various functions. The data stored in the memory 803 in the embodiment of the present invention includes network requests, request instances, priorities of the request instances, preset time, preset number, preset times, suspension waiting time, suspension queue, waiting queue, number of network requests executed simultaneously, and other program data that can be called and run. In particular implementations, the memory 803 of embodiments of the present invention may be system memory, e.g., non-volatile (such as ROM, flash memory, etc.). In particular implementations, the memory 803 of the embodiments of the present invention may also be an external memory outside the system, such as a magnetic disk, an optical disk, a magnetic tape, etc.
The processor 804 is used for calling and executing the program data stored in the memory 803 to perform the following operations:
acquiring a task to be distributed;
acquiring a communication form corresponding to the task to be distributed;
identifying the task progress of the task to be distributed according to the communication form and a preset identification rule;
marking the task progress of the task to be distributed according to the recognition result of the task progress;
determining the task level of the task to be distributed according to the task progress;
and distributing the tasks to be distributed according to the task grades and a preset distribution strategy.
Processor 804 also performs the following operations:
acquiring mail data corresponding to the task to be distributed;
extracting key identifiers in the mail data;
acquiring a progress identifier matched with the key identifier;
and determining the task progress corresponding to the progress identifier as the task progress of the task to be distributed.
Processor 804 also performs the following operations:
acquiring the time of expiry of the task to be distributed;
calculating the residual processing time according to the current time and the expiration time;
judging whether the residual processing time is less than a preset time threshold value or not;
and if the residual processing time is less than a preset time threshold, determining the task level as an important level.
Processor 804 also performs the following operations:
acquiring the number of unprocessed tasks with the task level as an important level;
comparing the number with a preset number threshold;
if the number is smaller than a preset number threshold, calculating a first difference value between the number threshold and the number;
and transferring the tasks to be distributed with the number of the first difference values to the place under the name of the current seat personnel.
Processor 804 also performs the following operations:
if the number is larger than a preset number threshold, calculating a second difference value between the number and the number threshold;
and transferring the unprocessed tasks with the number of the second difference values from the seat staff names to a preset task pool to be allocated.
The present invention also provides a computer-readable storage medium having one or more program data stored thereon, the one or more program data being executable by one or more processors to implement the steps of:
acquiring a task to be distributed;
acquiring a communication form corresponding to the task to be distributed;
identifying the task progress of the task to be distributed according to the communication form and a preset identification rule;
marking the task progress of the task to be distributed according to the recognition result of the task progress;
determining the task level of the task to be distributed according to the task progress;
and distributing the tasks to be distributed according to the task grades and a preset distribution strategy.
Preferably, the steps further comprise:
acquiring mail data corresponding to the task to be distributed;
extracting key identifiers in the mail data;
acquiring a progress identifier matched with the key identifier;
and determining the task progress corresponding to the progress identifier as the task progress of the task to be distributed.
Preferably, the steps further comprise:
acquiring the time of expiry of the task to be distributed;
calculating the residual processing time according to the current time and the expiration time;
judging whether the residual processing time is less than a preset time threshold value or not;
and if the residual processing time is less than a preset time threshold, determining the task level as an important level.
Preferably, the steps further comprise:
acquiring the task level of the unprocessed task of the current seat personnel;
acquiring the number of unprocessed tasks with the task level as an important level;
comparing the number with a preset number threshold;
if the number is smaller than a preset number threshold, calculating a first difference value between the number threshold and the number;
and transferring the tasks to be distributed with the number of the first difference values to the place under the name of the current seat personnel.
Preferably, the steps further comprise:
if the number is larger than a preset number threshold, calculating a second difference value between the number and the number threshold;
and transferring the unprocessed tasks with the number of the second difference values from the seat staff names to a preset task pool to be allocated.
It can be clearly understood by those skilled in the art that, for convenience and brevity of description, the specific working processes of the terminal and the unit described above may refer to the corresponding processes in the foregoing method embodiments, and are not described herein again. Those of ordinary skill in the art will appreciate that the elements and algorithm steps of the examples described in connection with the embodiments disclosed herein may be embodied in electronic hardware, computer software, or combinations of both, and that the components and steps of the examples have been described in a functional general in the foregoing description for the purpose of illustrating clearly the interchangeability of hardware and software. Whether such functionality is implemented as hardware or software depends upon the particular application and design constraints imposed on the implementation. Skilled artisans may implement the described functionality in varying ways for each particular application, but such implementation decisions should not be interpreted as causing a departure from the scope of the present invention.
In the several embodiments provided in the present application, it should be understood that the disclosed terminal and method can be implemented in other manners. For example, the above-described terminal embodiments are merely illustrative, and for example, the division of the units is only one logical division, and other divisions may be realized in practice, for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted or not executed. Further, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, terminals or units, and may also be an electrical, mechanical or other form of connection.
The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment of the present invention.
In addition, functional units in the embodiments of the present invention may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, and can also be realized in a form of a software functional unit.
The integrated unit, if implemented in the form of a software functional unit and sold or used as a stand-alone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present invention essentially or partially contributes to the prior art, or all or part of the technical solution can be embodied in the form of a software product stored in a storage medium and including instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method according to the embodiments of the present invention. And the aforementioned storage medium includes: various media capable of storing program codes, such as a usb disk, a removable hard disk, a Read-only memory (ROM), a magnetic disk, or an optical disk.
While the invention has been described with reference to specific embodiments, the invention is not limited thereto, and various equivalent modifications and substitutions can be easily made by those skilled in the art within the technical scope of the invention. Therefore, the protection scope of the present invention shall be subject to the protection scope of the claims.
Claims (10)
1. A method of task allocation, the method comprising:
acquiring a task to be distributed;
acquiring a communication form corresponding to the task to be distributed;
identifying the task progress of the task to be distributed according to the communication form and a preset identification rule;
marking the task progress of the task to be distributed according to the recognition result of the task progress;
determining the task level of the task to be distributed according to the task progress;
and distributing the tasks to be distributed according to the task grades and a preset distribution strategy.
2. The method of claim 1, wherein the communication form comprises a mail form, and the identifying the task progress of the task to be distributed according to the communication form and a preset identification rule comprises:
acquiring mail data corresponding to the task to be distributed;
extracting key identifiers in the mail data;
acquiring a progress identifier matched with the key identifier;
and determining the task progress corresponding to the progress identifier as the task progress of the task to be distributed.
3. The method of claim 1, wherein the task levels include an importance level; determining the task level of the task to be distributed according to the task progress comprises the following steps:
acquiring the time of expiry of the task to be distributed;
calculating the residual processing time according to the current time and the expiration time;
judging whether the residual processing time is less than a preset time threshold value or not;
and if the residual processing time is less than a preset time threshold, determining the task level as an important level.
4. The method of claim 1, wherein the task levels include an importance level; the allocating the tasks to be allocated according to the task levels and a preset allocation strategy comprises the following steps:
acquiring the task level of the unprocessed task of the current seat personnel;
acquiring the number of unprocessed tasks with the task level as an important level;
comparing the number with a preset number threshold;
if the number is smaller than a preset number threshold, calculating a first difference value between the number threshold and the number;
and transferring the tasks to be distributed with the number of the first difference values to the place under the name of the current seat personnel.
5. The method of claim 4, wherein comparing the number to a preset number threshold comprises:
if the number is larger than a preset number threshold, calculating a second difference value between the number and the number threshold;
and transferring the unprocessed tasks with the number of the second difference values from the seat staff names to a preset task pool to be allocated.
6. A terminal, characterized in that the terminal comprises:
the first acquisition unit is used for acquiring the tasks to be distributed;
the second acquisition unit is used for acquiring the communication form corresponding to the task to be distributed;
the identification unit is used for identifying the task progress of the task to be distributed according to the communication form and a preset identification rule;
the first processing unit is used for marking the task progress of the task to be distributed according to the identification result of the task progress;
the determining unit is used for determining the task level of the task to be distributed according to the task progress;
and the distribution unit is used for distributing the tasks to be distributed according to the task grades and a preset distribution strategy.
7. The terminal of claim 6, wherein the communication form comprises a mail form, and the identifying unit comprises:
a third obtaining unit, configured to obtain mail data corresponding to the task to be allocated;
an extraction unit, configured to extract a key identifier in the mail data;
a fourth obtaining unit configured to obtain a progress identifier that matches the key identifier;
and the second processing unit is used for determining the task progress corresponding to the progress identifier as the task progress of the task to be distributed.
8. The terminal of claim 6, wherein the task level comprises an importance level, and the determining unit comprises:
a fifth obtaining unit, configured to obtain an expiration time of the task to be allocated;
the first calculating unit is used for calculating the residual processing time according to the current time and the expiration time;
the first judgment unit is used for judging whether the residual processing time is less than a preset time threshold value or not;
and the third processing unit is used for determining the task level as an important level if the residual processing time is less than a preset time threshold.
9. A terminal, characterized in that the terminal comprises: a memory and a processor; the memory stores executable program data; the processor is configured to execute program data stored in the memory to perform the method of any of claims 1 to 5.
10. A computer-readable storage medium, storing one or more program data, the one or more program data being executable by one or more processors to implement the method of any one of claims 1 to 5.
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| Application Number | Priority Date | Filing Date | Title |
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| CN201710835244.5A CN107665401B (en) | 2017-09-15 | 2017-09-15 | Task allocation method, terminal and computer readable storage medium |
| PCT/CN2017/108235 WO2019051942A1 (en) | 2017-09-15 | 2017-10-30 | Task allocation method, terminal, and computer readable storage medium |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
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| CN201710835244.5A CN107665401B (en) | 2017-09-15 | 2017-09-15 | Task allocation method, terminal and computer readable storage medium |
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Also Published As
| Publication number | Publication date |
|---|---|
| CN107665401B (en) | 2020-06-26 |
| WO2019051942A1 (en) | 2019-03-21 |
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