CN109472502A - Robotic tracking's customer service fault ticket configuration method, device and equipment - Google Patents
Robotic tracking's customer service fault ticket configuration method, device and equipment Download PDFInfo
- Publication number
- CN109472502A CN109472502A CN201811364308.9A CN201811364308A CN109472502A CN 109472502 A CN109472502 A CN 109472502A CN 201811364308 A CN201811364308 A CN 201811364308A CN 109472502 A CN109472502 A CN 109472502A
- Authority
- CN
- China
- Prior art keywords
- customer service
- service fault
- fault ticket
- period
- ticket
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/20—Administration of product repair or maintenance
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q30/00—Commerce
- G06Q30/01—Customer relationship services
Landscapes
- Business, Economics & Management (AREA)
- Human Resources & Organizations (AREA)
- Engineering & Computer Science (AREA)
- Strategic Management (AREA)
- Economics (AREA)
- Physics & Mathematics (AREA)
- General Business, Economics & Management (AREA)
- Theoretical Computer Science (AREA)
- Marketing (AREA)
- General Physics & Mathematics (AREA)
- Entrepreneurship & Innovation (AREA)
- Tourism & Hospitality (AREA)
- Operations Research (AREA)
- Quality & Reliability (AREA)
- Development Economics (AREA)
- Accounting & Taxation (AREA)
- Finance (AREA)
- Educational Administration (AREA)
- Game Theory and Decision Science (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Abstract
The present invention provides a kind of robotic tracking's customer service fault ticket configuration method, device and equipment, are related to network system technical field, comprising: access the marketing management system of power grid；The customer service fault ticket in preset time period is inquired in marketing management system；From the customer service fault ticket do not tied and done in the first preset time period is chosen in customer service fault ticket, target customer service fault ticket is obtained；Target customer service fault ticket is monitored based on the second preset time period, the time-consuming and laborious technical problem of artificial tracking customer service fault ticket is solved, improves the treatment effeciency of customer service fault ticket, bring good experience to user.
Description
Technical field
The present invention relates to network system technical fields, more particularly, to a kind of robotic tracking's customer service fault ticket configuration side
Method, device and equipment.
Background technique
Currently, customer service fault ticket is to carry out circulation tracking by logging in enterprise's letter platform daily by grid service dispatcher
And quality inspection, the tracking work of Lai Shixian customer service fault ticket.According to statistics, the average customer service fault ticket number counted daily in 1 year
It is single for 85, it can reach within customer service fault ticket one day 350 lists, track the single at least cost of every Zhang Gong 7 minutes, and due to circuit event
Barrier repairing work has the characteristics that sudden, emergency and randomness, and grid service dispatcher is a large amount of irregular in processing
It is time-consuming and laborious when work order tracks work, seriously affect the service image of power grid.
Summary of the invention
In view of this, the purpose of the present invention is to provide a kind of robotic tracking's customer service fault ticket configuration methods, device
And equipment, to solve the time-consuming and laborious technical problem of artificial tracking customer service fault ticket existing in the prior art.
In a first aspect, the embodiment of the invention provides a kind of robotic tracking's customer service fault ticket configuration methods, comprising: visit
Ask the marketing management system of power grid；The customer service fault ticket in preset time period is inquired in marketing management system；From customer service event
The customer service fault ticket do not tied and done in the first preset time period is chosen in barrier work order, obtains target customer service fault ticket；Based on
Two preset time periods are monitored target customer service fault ticket.
With reference to first aspect, the embodiment of the invention provides the first possible embodiments of first aspect, wherein visits
Ask the marketing management system of power grid, comprising: be configured to system password by DES Cipher algorithm；According to system
The marketing management system of cryptographic acess power grid.
With reference to first aspect, the embodiment of the invention provides second of possible embodiments of first aspect, wherein mesh
Mark customer service fault ticket include: work order responsible person, work order introduction time, personnel reach situ time, the estimated telegram in reply time and
The practical telegram in reply time.
With reference to first aspect, the embodiment of the invention provides the third possible embodiments of first aspect, wherein the
Two preset time periods include: first preset the sub- period, second preset the sub- period, third presets the sub- period, the 4th default
The sub- period and the 5th preset the sub- period；First preset the sub- period be work order person liable sign for customer service fault ticket when
Limit；Second presets the time limit for the sub- period power supply trouble scene quickly being reached for work order person liable；Third presets the sub- period and is
Work order person liable reaches the time limit at power supply trouble scene in time；4th presets the sub- period as work order person liable formulation power supply trouble
The time limit of the estimated telegram in reply plan in scene；5th presets the time limit that the sub- period is power supply trouble scene telegram in reply.
With reference to first aspect, the embodiment of the invention provides the 4th kind of possible embodiments of first aspect, wherein base
Target customer service fault ticket is monitored in the second preset time period, comprising: according to the second preset time period to target customer service
Fault ticket is sliced, and slice information is obtained；Carry out judging whether target customer service fault ticket is overtime according to slice information；Such as
Fruit is to send short message to monitoring side by SMS platform.
With reference to first aspect, the embodiment of the invention provides the 5th kind of possible embodiments of first aspect, wherein base
After the second preset time period is monitored target customer service fault ticket, comprising: handle the tracking of customer service fault ticket
Process is recorded, and worksheet report is obtained.
The 5th kind of possible embodiment with reference to first aspect, the embodiment of the invention provides the 6th kind of first aspect
Possible embodiment, wherein worksheet report includes: job order number, power supply unit, in-situ processing people information, user
Address, introduction time reach situ time, pre- repair time, the time of restoring electricity, fault message and short message transmission log.
Second aspect, the embodiment of the present invention also provide a kind of robotic tracking's customer service fault ticket configuration device, comprising: visit
Module is asked, for accessing the marketing management system of power grid；Enquiry module, for inquiring preset time period in marketing management system
Interior customer service fault ticket；Module is chosen, for from choosing the visitor for not tying and doing in the first preset time period in customer service fault ticket
Fault ticket is taken, target customer service fault ticket is obtained；Detection module, for being based on the second preset time period to target customer service failure
Work order is monitored.
The third aspect, the embodiment of the present invention also provides a kind of robotic tracking's customer service fault ticket configuration equipment, including deposits
Reservoir, processor are stored with the computer program that can be run on a processor in memory, when processor executes computer program
The step of realizing the above-mentioned such as method of first aspect.
Fourth aspect, the embodiment of the present invention also provide a kind of meter of non-volatile program code that can be performed with processor
Calculation machine readable medium, program code make processor execute the method such as first aspect.
Technical solution provided in an embodiment of the present invention bring it is following the utility model has the advantages that
The present invention provides a kind of robotic tracking's customer service fault ticket configuration method, device and equipment, access first
Then the marketing management system of power grid inquires the customer service fault ticket in preset time period, Zhi Houcong in marketing management system
The customer service fault ticket do not tied and done in the first preset time period is chosen in customer service fault ticket, obtains target customer service fault ticket,
Finally target customer service fault ticket is monitored based on the second preset time period, therefore by the automatic of customer service fault ticket
Change configuration, improve the treatment effeciency of customer service fault ticket, bring good experience to user, solves artificial tracking customer service event
Hinder the time-consuming and laborious technical problem of work order.
Other features and advantages of the present invention will illustrate in the following description, also, partly become from specification
It obtains it is clear that understand through the implementation of the invention.The objectives and other advantages of the invention are in specification and attached drawing
Specifically noted structure is achieved and obtained.
To enable the above objects, features and advantages of the present invention to be clearer and more comprehensible, preferred embodiment is cited below particularly, and cooperate
Appended attached drawing, is described in detail below.
Detailed description of the invention
It, below will be to specific in order to illustrate more clearly of the specific embodiment of the invention or technical solution in the prior art
Embodiment or attached drawing needed to be used in the description of the prior art be briefly described, it should be apparent that, it is described below
Attached drawing is some embodiments of the present invention, for those of ordinary skill in the art, before not making the creative labor
It puts, is also possible to obtain other drawings based on these drawings.
Fig. 1 is a kind of flow chart of robotic tracking's customer service fault ticket configuration method provided by the embodiment of the present invention；
Fig. 2 is the process of another kind robotic tracking's customer service fault ticket configuration method provided by the embodiment of the present invention
Figure；
Fig. 3 is the process of another kind robotic tracking's customer service fault ticket configuration method provided by the embodiment of the present invention
Figure；
Fig. 4 is a kind of structural representation of robotic tracking's customer service fault ticket configuration device provided by the embodiment of the present invention
Figure；
Fig. 5 is a kind of structural representation of robotic tracking's customer service fault ticket configuration equipment provided by the embodiment of the present invention
Figure.
Specific embodiment
In order to make the object, technical scheme and advantages of the embodiment of the invention clearer, below in conjunction with attached drawing to the present invention
Technical solution be clearly and completely described, it is clear that described embodiments are some of the embodiments of the present invention, rather than
Whole embodiments.Based on the embodiments of the present invention, those of ordinary skill in the art are not making creative work premise
Under every other embodiment obtained, shall fall within the protection scope of the present invention.
Currently, the tracking of existing customer service fault ticket is by being manually responsible for, customer service fault ticket has sudden, urgent
Property and the characteristics of randomness, a large amount of irregular tracking work it is time-consuming and laborious and it is easy slip, be based on this, the embodiment of the present invention
A kind of robotic tracking's customer service fault ticket configuration method, device and the equipment provided, can solve and exist in the prior art
The time-consuming and laborious technical problem of artificial tracking customer service fault ticket.
For convenient for understanding the present embodiment, first to a kind of robotic tracking customer service disclosed in the embodiment of the present invention
Fault ticket configuration method, device and equipment describe in detail.
Embodiment one:
The embodiment of the invention provides a kind of robotic tracking's customer service fault ticket configuration methods, as shown in Figure 1, this method
Include:
Step S102 accesses the marketing management system of power grid.
It is provided with " customer service work order " module in marketing management system, can be accurately positioned by access " customer service work order " module
To the customer service fault ticket page, preferably to handle customer service fault ticket.
Step S104 inquires the customer service fault ticket in preset time period in marketing management system.
Wherein, preset is time point before being traditionally arranged to be query time point the period within 24 hours to query time
The period of point, but specified time point can also be inquired as needed to the customer service fault ticket and multiple fingers in query time point
Customer service fault ticket between fixing time a little.Such as: query time point is 8:00 on November 13rd, 2018, then in marketing management system
In can inquire the customer service fault ticket in 8:00 on November 13,8:00 to 2018 years on the 12nd November in 2018；Specified time point is
On November 10th, 2018 16:00, then influence management system can also inquire 16:00 to 2018 years November of on November 10th, 2018
Customer service fault ticket in 8:00 on the 13rd；Present time point is 8:00 on November 13rd, 2018, and specified time point 1 is 2018 11
Month 8:00 on the 11st, specified time point 2 are 1:00 on November 12nd, 2018, can inquire according to demand specified time point 1 to it is specified when
Between point 2 in customer service fault ticket.
Step S106 is obtained from the customer service fault ticket do not tied and done in the first preset time period is chosen in customer service fault ticket
To target customer service fault ticket.
Wherein, the first preset time period was traditionally arranged to be query time point before 24 hours to the period of query time point,
Period in i.e. query time point 24 hours, can also be set according to demand, such as: in query time point 8 hours, inquiring the period
Other times section is waited in 16 hours time points and in query time point 32 hours.It does not tie and does fault ticket and refer to not when specified
Between the customer service fault ticket of preplanned mission is completed in section, such as: at the appointed time section does not sign for customer service fault ticket, work order responsible person
Not at the appointed time section reach power supply trouble scene, do not restore electricity in section at the appointed time etc. be do not tie the customer service done therefore
Hinder work order.
Step S108 is monitored target customer service fault ticket based on the second preset time period.
Wherein, the second preset time period refers to that staff extremely records at the time point of system typing customer service fault ticket information
Enter the period of the specified time point after the time point of customer service fault ticket information, it may be assumed that entry time point to entry time point
35 minutes periods, entry time point to entry time point after 5 minutes periods, entry time point to entry time point afterwards
Afterwards after 45 minutes periods, entry time point to entry time point 75 minutes periods and entry time point to when typing
Between put after 4 hours periods.Such as: entry time is 8:00 on November 13rd, 2018, and the second preset time period can be with are as follows: 2018
November 13 on November 8:00 to 2018 years 13,8:05,8:35 on November 13,8:00 to 2018 years on the 13rd November in 2018,
On November 13,8:00 to 2018 years on the 13rd November in 2018 8:45,9:15 on November 13,8:00 to 2018 years on the 13rd November in 2018
And 12:00 on November 13,8:00 to 2018 years on the 13rd November in 2018.
The present invention provides a kind of robotic tracking's customer service fault ticket configuration methods, comprising: accesses the marketing pipe of power grid
Reason system；The customer service fault ticket in preset time period is inquired in marketing management system；Is chosen from customer service fault ticket
The customer service fault ticket done is not tied in one preset time period, obtains target customer service fault ticket；Based on the second preset time period pair
Target customer service fault ticket is monitored, and which improves the treatment effeciency of customer service fault ticket, is brought to user good
Experience.
Embodiment two:
The embodiment of the invention provides another robotic tracking's customer service fault ticket configuration methods, as shown in Fig. 2, the party
Method includes:
Step S202 is configured system password by DES Cipher algorithm.
System password is encrypted by DES algorithm, realizes the secure storage of subscriber identity information, and it is close to utilize asterisk to show
Code realizes the safety display of password filling process.
Step S204 accesses the marketing management system of power grid according to system password.
Step S206 inquires the customer service fault ticket in preset time period in marketing management system.
Step S208 is obtained from the customer service fault ticket do not tied and done in the first preset time period is chosen in customer service fault ticket
To target customer service fault ticket.
Wherein, target customer service fault ticket includes: that work order responsible person, work order introduction time, personnel reach situ time, pre-
Meter telegram in reply time and practical telegram in reply time.Above-mentioned work order responsible person's information includes: the unit of customer service fault ticket responsible person
The phone information of information and customer service fault ticket responsible person.Work order introduction time is staff's typing customer service fault ticket
Time point.It is the time point that work order responsible person and construction personnel reach power supply trouble scene that personnel, which reach situ time,.
It is expected that the telegram in reply time is to estimate completion telegram in reply meter after work order responsible person reaches the time for formulating telegram in reply plan behind power supply trouble scene
The time point drawn.The practical telegram in reply time is the real time point of power supply trouble scene service restoration.
Step S210 is monitored target customer service fault ticket based on the second preset time period.
Wherein, after being monitored based on the second preset time period to target customer service fault ticket, comprising: to customer service failure
The tracking treatment process of work order is recorded, and worksheet report is obtained.That is: the tracking treatment process of customer service fault ticket is recorded
Enter into Microsoft Excel.
Wherein, worksheet report includes: job order number, power supply unit, in-situ processing people information, station address, biography
The angle of incidence reaches situ time, pre- repair time, the time of restoring electricity, fault message and short message transmission log.Above-mentioned work
Making single number is the flowing water account generated after staff's typing customer service fault ticket.Power supply unit refers to that power supply trouble place is straight
The power supply unit of category.The information of in-situ processing people includes: the name phone and job note of work order responsible person and construction personnel
Position information.Station address is the specific address information of fault in-situ.Introduction time is that customer service fault ticket is transmitted to work order
The time point of responsible person.Reaching situ time is the time that work order responsible person and construction personnel reach power supply trouble scene
Point.Pre- repair time is that after work order responsible person reaches the time for formulating telegram in reply plan behind power supply trouble scene, it is multiple to estimate completion
The time point of electricity plan.Time that restores electricity is the real time point of power supply trouble scene service restoration.Fault message is power supply
The specifying information of fault in-situ power supply trouble.It is the tool that system sends the SMS to monitoring side by SMS platform that short message, which sends log,
Appearance and short message transmission time information in vivo.
Which encrypts system login password by DES algorithm, improves the degree of safety of system login, and passes through
The treatment effeciency that customer service fault ticket is improved to the automatic processing of customer service fault ticket brings good experience to user.
Embodiment three:
The embodiment of the invention provides another robotic tracking's customer service fault ticket configuration methods, as shown in figure 3, the party
Method includes:
Step S302 accesses the marketing management system of power grid.
Step S304 inquires the customer service fault ticket in preset time period in marketing management system.
Step S306 is obtained from the customer service fault ticket do not tied and done in the first preset time period is chosen in customer service fault ticket
To target customer service fault ticket.
Step S308 is sliced target customer service fault ticket according to the second preset time period, obtains slice information.
Wherein, the second preset time period includes: first to preset the sub- period, second preset sub- period, the default son of third
Period, the 4th preset the sub- period and the 5th preset the sub- period.
Above-mentioned first presets the time limit for the sub- period customer service fault ticket being signed for for work order person liable, generally sets according to demand
It is set to and signs in customer service fault ticket 5 minutes.Second preset the sub- period be work order person liable quickly reach power supply trouble scene
Time limit, be generally set as signing in customer service fault ticket 35 minutes according to demand.Third presets the sub- period as work order responsibility
People reaches the time limit at power supply trouble scene in time, is generally set as signing in customer service fault ticket 45 minutes according to demand.4th
Presetting the sub- period is the time limit that work order person liable formulates the estimated telegram in reply plan in power supply trouble scene, is generally set as according to demand
It signs in customer service fault ticket 75 minutes.5th presets the time limit that the sub- period is power supply trouble scene telegram in reply, generally according to need
It asks and is set as signing in customer service fault ticket 4 hours.
Slice information, which refers to, is sliced target customer service fault ticket according to the second preset time period, obtains target customer service
The real-time processing information of fault ticket, such as: presetting the sub- period according to first and target customer service fault ticket is sliced, obtain
First slice information includes that target faults work order is preset first and completes situation letter in the sub- period in the first slice information
Breath；The sub- period is preset according to second to be sliced target customer service fault ticket, obtains the second slice information, the second slice letter
It include that target faults work order is preset in the sub- period second and completes condition information in breath；The sub- period pair is preset according to third
Target customer service fault ticket is sliced, and third slice information is obtained, and includes that target faults work order exists in third slice information
Third, which is preset, completes condition information in the sub- period；The sub- period is preset according to the 4th to cut target customer service fault ticket
Piece, obtains the 4th slice information, includes that target faults work order is preset in the sub- period the 4th and completed in the 4th slice information
Condition information；The sub- period is preset according to the 5th to be sliced target customer service fault ticket, obtains the 5th slice information, the 5th
It include that target faults work order is preset in the sub- period the 5th and completes condition information in slice information.
Step S310 carries out judging whether target customer service fault ticket is overtime according to slice information.If it is, being walked
Rapid S312；If it is not, then returning to step S304.
Whether time-out judges the above-mentioned target customer service fault ticket that judges: whether work order responsible person in the first slice information
Customer service fault ticket is signed in more than 5 minutes；In second slice information work order person liable whether more than 35 minutes in quickly reach
Power supply trouble scene；In third slice information work order person liable whether more than 45 minutes in reach in time power supply trouble scene；The
In four slice informations work order person liable whether more than 75 minutes in formulate the estimated telegram in reply plan in power supply trouble scene；5th slice letter
In breath power supply trouble scene whether more than 4 hours in send a telegram in reply.
Step S312 sends short message to monitoring side by SMS platform.If slice information has been more than the second preset time
Section, short message to the monitoring side that SMS platform can send supervisor in system are reminded, so as to person liable's processing target failure as early as possible
Work order.
Which by being sliced to the second preset time period, realize to target customer service fault ticket it is real-time with
Track improves the treatment effeciency of customer service fault ticket, brings good experience to user.
Example IV:
The embodiment of the present invention provides a kind of robotic tracking's customer service fault ticket configuration device, as shown in figure 4, the device packet
Include: access modules 41, choose module 43 and detection module 44 at enquiry module 42.
Above-mentioned access modules 41, for accessing the marketing management system of power grid；Enquiry module 42, in marketing management system
The customer service fault ticket in preset time period is inquired in system；Module 43 is chosen, it is pre- for choosing first from customer service fault ticket
If not tying the customer service fault ticket done in the period, target customer service fault ticket is obtained；Detection module 44, for pre- based on second
If the period is monitored target customer service fault ticket.
The device is improved the treatment effeciency of customer service fault ticket, is given by the automatic processing to customer service fault ticket
User brings good experience.
Embodiment five:
The embodiment of the present invention also provides a kind of robotic tracking's customer service fault ticket configuration equipment, as shown in figure 5, robot
Tracking customer service fault ticket configuration equipment 5 includes memory 51, processor 52, is stored with and can run on a processor in memory
Computer program, processor realizes that above-described embodiment one, embodiment two or embodiment three provide when executing computer program
The step of method.
Referring to Fig. 5, electronic equipment further include: bus 53 and communication interface 54, processor 52, communication interface 54 and memory
51 are connected by bus 53；Processor 52 is for executing the executable module stored in memory 51, such as computer program.
Wherein, memory 51 may include high-speed random access memory (RAM, Random Access Memory),
It may further include nonvolatile memory (non-volatile memory), for example, at least a magnetic disk storage.By at least
One communication interface 54 (can be wired or wireless) realizes the communication between the system network element and at least one other network element
Connection, can be used internet, wide area network, local network, Metropolitan Area Network (MAN) etc..
Bus 53 can be isa bus, pci bus or eisa bus etc..It is total that bus can be divided into address bus, data
Line, control bus etc..Only to be indicated with a four-headed arrow in Fig. 5, it is not intended that an only bus or one convenient for indicating
The bus of seed type.
Wherein, memory 51 is for storing program, and processor 52 executes program after receiving and executing instruction, and aforementioned
Method performed by the device that the stream process that invention any embodiment discloses defines can be applied in processor 52, or by
Device 52 is managed to realize.
Processor 52 may be a kind of IC chip, the processing capacity with signal.During realization, above-mentioned side
Each step of method can be completed by the integrated logic circuit of the hardware in processor 52 or the instruction of software form.Above-mentioned
Processor 52 can be general processor, including central processing unit (Central Processing Unit, abbreviation CPU), network
Processor (Network Processor, abbreviation NP) etc.；It can also be digital signal processor (Digital Signal
Processing, abbreviation DSP), specific integrated circuit (Application Specific Integrated Circuit, referred to as
ASIC), ready-made programmable gate array (Field-Programmable Gate Array, abbreviation FPGA) or other are programmable
Logical device, discrete gate or transistor logic, discrete hardware components.It may be implemented or execute in the embodiment of the present invention
Disclosed each method, step and logic diagram.General processor can be microprocessor or the processor is also possible to appoint
What conventional processor etc..The step of method in conjunction with disclosed in the embodiment of the present invention, can be embodied directly in hardware decoding processing
Device executes completion, or in decoding processor hardware and software module combination execute completion.Software module can be located at
Machine memory, flash memory, read-only memory, programmable read only memory or electrically erasable programmable memory, register etc. are originally
In the storage medium of field maturation.The storage medium is located at memory 51, and processor 52 reads the information in memory 51, in conjunction with
Its hardware completes the step of above method.
Embodiment six:
It is provided in an embodiment of the present invention it is a kind of with processor can be performed non-volatile program code it is computer-readable
Medium, program code make processor execute the method that above-described embodiment one, embodiment two or embodiment three provide.
The computer-readable medium of the non-volatile program code provided in an embodiment of the present invention that can be performed with processor,
It is special with robotic tracking's customer service fault ticket configuration method provided by the above embodiment, device and equipment technology having the same
Sign, so also can solve identical technical problem, reaches identical technical effect.
Robotic tracking's customer service fault ticket configuration method, device and equipment are carried out provided by the embodiment of the present invention
Computer program product, the computer readable storage medium including storing the executable non-volatile program code of processor,
The instruction that program code includes can be used for executing the method in previous methods embodiment, and specific implementation can be found in embodiment of the method,
Details are not described herein.
In several embodiments provided herein, it should be understood that disclosed systems, devices and methods, it can be with
It realizes by another way.The apparatus embodiments described above are merely exemplary, for example, the division of unit, only
For a kind of logical function partition, there may be another division manner in actual implementation, in another example, multiple units or components can be tied
Another system is closed or is desirably integrated into, or some features can be ignored or not executed.Another point, it is shown or discussed
Mutual coupling, direct-coupling or communication connection can be the INDIRECT COUPLING by some communication interfaces, device or unit
Or communication connection, it can be electrical property, mechanical or other forms.
Unit may or may not be physically separated as illustrated by the separation member, shown as a unit
Component may or may not be physical unit, it can and it is in one place, or may be distributed over multiple networks
On unit.It can some or all of the units may be selected to achieve the purpose of the solution of this embodiment according to the actual needs.
It, can also be in addition, the functional units in various embodiments of the present invention may be integrated into one processing unit
It is that each unit physically exists alone, can also be integrated in one unit with two or more units.
If function is realized in the form of SFU software functional unit and when sold or used as an independent product, can store
In a computer readable storage medium.Based on this understanding, technical solution of the present invention is substantially in other words to existing
Having the part for the part or the technical solution that technology contributes can be embodied in the form of software products, the computer
Software product is stored in a storage medium, including some instructions are used so that a computer equipment (can be personal meter
Calculation machine, server or network equipment etc.) execute all or part of the steps of each embodiment method of the present invention.And it is above-mentioned
Storage medium includes: USB flash disk, mobile hard disk, read-only memory (ROM, Read-Only Memory), random access memory
The various media that can store program code such as (RAM, Random Access Memory), magnetic or disk.
Finally, it should be noted that above embodiments, only a specific embodiment of the invention, to illustrate skill of the invention
Art scheme, rather than its limitations, scope of protection of the present invention is not limited thereto, although with reference to the foregoing embodiments to the present invention into
Go detailed description, those skilled in the art should understand that: anyone skilled in the art is at this
It invents in the technical scope disclosed, can still modify or can be thought easily to technical solution documented by previous embodiment
To variation or equivalent replacement of some of the technical features；And these modifications, variation or replacement, do not make corresponding
The essence of technical solution is detached from the spirit and scope of technical solution of the embodiment of the present invention, should all cover in protection scope of the present invention
Within.Therefore, protection scope of the present invention should be subject to the protection scope in claims.
Claims (10)
1. a kind of robotic tracking's customer service fault ticket configuration method characterized by comprising
Access the marketing management system of power grid；
The customer service fault ticket in preset time period is inquired in the marketing management system；
The customer service fault ticket do not tied and done in the first preset time period is chosen from the customer service fault ticket, obtains target customer service
Fault ticket；
The target customer service fault ticket is monitored based on the second preset time period.
2. robotic tracking's customer service fault ticket configuration method according to claim 1, which is characterized in that the access electricity
The marketing management system of net, comprising:
System password is configured by DES Cipher algorithm；
The marketing management system of power grid is accessed according to the system password.
3. robotic tracking's customer service fault ticket configuration method according to claim 1, which is characterized in that the target visitor
Taking fault ticket includes: work order responsible person, work order introduction time, personnel's arrival situ time, estimated telegram in reply time and reality
It sends a telegram in reply the time.
4. robotic tracking's customer service fault ticket configuration method according to claim 1, which is characterized in that described second is pre-
If the period include: first preset the sub- period, second preset the sub- period, third presets the sub- period, the 4th default period of the day from 11 p.m. to 1 a.m
Between section and the 5th preset the sub- period；
Described first presets the time limit for the sub- period customer service fault ticket being signed for for work order person liable；
Described second presets the time limit for the sub- period power supply trouble scene quickly being reached for work order person liable；
The third presets the time limit for the sub- period reaching power supply trouble scene in time for work order person liable；
Described 4th presets the time limit that the sub- period is the estimated telegram in reply plan in work order person liable formulation power supply trouble scene；
Described 5th presets the time limit that the sub- period is power supply trouble scene telegram in reply.
5. robotic tracking's customer service fault ticket configuration method according to claim 1, which is characterized in that described to be based on
Two preset time periods are monitored the target customer service fault ticket, comprising:
The target customer service fault ticket is sliced according to the second preset time period, obtains slice information；
Carry out judging whether the target customer service fault ticket is overtime according to the slice information；
If so, sending short message to monitoring side by SMS platform.
6. robotic tracking's customer service fault ticket configuration method according to claim 1, which is characterized in that described to be based on
After two preset time periods are monitored the target customer service fault ticket, comprising:
The tracking treatment process of the customer service fault ticket is recorded, worksheet report is obtained.
7. robotic tracking's customer service fault ticket configuration method according to claim 6, which is characterized in that at the work order
Reason report include: job order number, power supply unit, in-situ processing people information, station address, introduction time, reach situ time,
Pre- repair time, the time of restoring electricity, fault message and short message send log.
8. a kind of robotic tracking's customer service fault ticket configuration device characterized by comprising
Access modules, for accessing the marketing management system of power grid；
Enquiry module, for inquiring the customer service fault ticket in preset time period in the marketing management system；
Module is chosen, for choosing the customer service failure work do not tied and done in the first preset time period from the customer service fault ticket
It is single, obtain target customer service fault ticket；
Detection module, for being monitored based on the second preset time period to the target customer service fault ticket.
9. a kind of robotic tracking's customer service fault ticket configures equipment, including memory, processor, it is stored in the memory
The computer program that can be run on the processor, which is characterized in that the processor executes real when the computer program
The step of existing 1 to 7 described in any item methods of the claims.
10. a kind of computer-readable medium for the non-volatile program code that can be performed with processor, which is characterized in that described
Program code makes the processor execute described any the method for claim 1 to 7.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201811364308.9A CN109472502A (en) | 2018-11-15 | 2018-11-15 | Robotic tracking's customer service fault ticket configuration method, device and equipment |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201811364308.9A CN109472502A (en) | 2018-11-15 | 2018-11-15 | Robotic tracking's customer service fault ticket configuration method, device and equipment |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN109472502A true CN109472502A (en) | 2019-03-15 |
Family
ID=65673909
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201811364308.9A Pending CN109472502A (en) | 2018-11-15 | 2018-11-15 | Robotic tracking's customer service fault ticket configuration method, device and equipment |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN109472502A (en) |
Cited By (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110264071A (en) * | 2019-06-19 | 2019-09-20 | 广东电网有限责任公司 | A kind of customer service work order time limit monitoring method and monitoring device |
| CN110738580A (en) * | 2019-06-19 | 2020-01-31 | 广东电网有限责任公司 | Configuration method, device and equipment for defaulting power-off and power-restoration automatic tracking work order |
| CN111091270A (en) * | 2019-11-25 | 2020-05-01 | 广东电网有限责任公司汕尾供电局 | Software robot-based automatic management and control platform and method for electricity consumption fee tracking |
| CN111667163A (en) * | 2020-05-28 | 2020-09-15 | 广东电网有限责任公司东莞供电局 | Fault monitoring method based on RPA technology, RPA robot and storage medium |
| CN111767040A (en) * | 2020-07-01 | 2020-10-13 | 北京四维智联科技有限公司 | Problem ticket data processing method and device and computer equipment |
| CN112184256A (en) * | 2020-09-09 | 2021-01-05 | 深圳市道旅旅游科技股份有限公司 | Method and device for processing website after-sale work order |
| CN113988889A (en) * | 2021-11-02 | 2022-01-28 | 广州天成医疗技术股份有限公司 | Customer service management monitoring and maintenance system |
Citations (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101409888A (en) * | 2008-11-20 | 2009-04-15 | 浪潮通信信息系统有限公司 | Method for monitoring fault ticket in mobile communication network management system |
| CN104009861A (en) * | 2013-02-26 | 2014-08-27 | 成都勤智数码科技股份有限公司 | Operation service management system based on monitoring information |
| CN104240043A (en) * | 2014-10-10 | 2014-12-24 | 国家电网公司 | Full-service centralized management service platform for electric power customer service based on number 95598 |
| CN105354762A (en) * | 2015-11-11 | 2016-02-24 | 国网山东省电力公司电力科学研究院 | Work order identification and distribution system and method of electricity customer service business |
| CN105373901A (en) * | 2015-12-15 | 2016-03-02 | 国网北京市电力公司 | Grid fault worksheet handling method, apparatus, and system |
| CN105809329A (en) * | 2016-02-29 | 2016-07-27 | 江苏省电力公司张家港市供电公司 | Electric power call first-aid repair system and work order receiving apparatus |
| CN106452901A (en) * | 2016-11-03 | 2017-02-22 | 大唐软件技术股份有限公司 | Intelligent work order user-defined distribution method based on operation and maintenance management |
-
2018
- 2018-11-15 CN CN201811364308.9A patent/CN109472502A/en active Pending
Patent Citations (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101409888A (en) * | 2008-11-20 | 2009-04-15 | 浪潮通信信息系统有限公司 | Method for monitoring fault ticket in mobile communication network management system |
| CN104009861A (en) * | 2013-02-26 | 2014-08-27 | 成都勤智数码科技股份有限公司 | Operation service management system based on monitoring information |
| CN104240043A (en) * | 2014-10-10 | 2014-12-24 | 国家电网公司 | Full-service centralized management service platform for electric power customer service based on number 95598 |
| CN105354762A (en) * | 2015-11-11 | 2016-02-24 | 国网山东省电力公司电力科学研究院 | Work order identification and distribution system and method of electricity customer service business |
| CN105373901A (en) * | 2015-12-15 | 2016-03-02 | 国网北京市电力公司 | Grid fault worksheet handling method, apparatus, and system |
| CN105809329A (en) * | 2016-02-29 | 2016-07-27 | 江苏省电力公司张家港市供电公司 | Electric power call first-aid repair system and work order receiving apparatus |
| CN106452901A (en) * | 2016-11-03 | 2017-02-22 | 大唐软件技术股份有限公司 | Intelligent work order user-defined distribution method based on operation and maintenance management |
Non-Patent Citations (1)
| Title |
|---|
| 刘瑞芳 等: "《程序设计实践》", 31 March 2015, 北京邮电大学出版社 * |
Cited By (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN110264071A (en) * | 2019-06-19 | 2019-09-20 | 广东电网有限责任公司 | A kind of customer service work order time limit monitoring method and monitoring device |
| CN110738580A (en) * | 2019-06-19 | 2020-01-31 | 广东电网有限责任公司 | Configuration method, device and equipment for defaulting power-off and power-restoration automatic tracking work order |
| CN111091270A (en) * | 2019-11-25 | 2020-05-01 | 广东电网有限责任公司汕尾供电局 | Software robot-based automatic management and control platform and method for electricity consumption fee tracking |
| CN111667163A (en) * | 2020-05-28 | 2020-09-15 | 广东电网有限责任公司东莞供电局 | Fault monitoring method based on RPA technology, RPA robot and storage medium |
| CN111767040A (en) * | 2020-07-01 | 2020-10-13 | 北京四维智联科技有限公司 | Problem ticket data processing method and device and computer equipment |
| CN112184256A (en) * | 2020-09-09 | 2021-01-05 | 深圳市道旅旅游科技股份有限公司 | Method and device for processing website after-sale work order |
| CN113988889A (en) * | 2021-11-02 | 2022-01-28 | 广州天成医疗技术股份有限公司 | Customer service management monitoring and maintenance system |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN109472502A (en) | Robotic tracking's customer service fault ticket configuration method, device and equipment | |
| CN107368898B (en) | Intelligent fault reporting and maintenance monitoring method | |
| CN108182479A (en) | Equipment point-detecting method, device and server | |
| CN104123134B (en) | Intelligent electricity use data management method and system based on AMI and J2EE | |
| CN106448110A (en) | Metering automation data acquisition system and method based on Beidou satellite | |
| CN104495545B (en) | Electronic elevator maintenance supervision and management system and method for elevator maintenance based on dynamic two-dimensional codes | |
| CN105490839B (en) | A kind of alarm method and device of website data safety | |
| CN111311777A (en) | Dynamic inspection method, server, terminal, storage medium and equipment | |
| CN105894601A (en) | Supervising device and supervising method for maintenance operation on site | |
| TW200834458A (en) | Flow-through provisioning in utility AMR/AMI networks | |
| CN204425399U (en) | A kind of hydrometeorological operation system based on cloud computing | |
| EP2479698A1 (en) | Systems and methods for detecting fraud associated with systems application processing | |
| CN108803542B (en) | Industrial production data management system | |
| CN110866261A (en) | Data processing method and device based on block chain and storage medium | |
| CN106296528A (en) | A kind of evidence-gathering and the method and system of process | |
| CN110892374A (en) | System and method for providing access management platform | |
| CN110322578A (en) | A kind of Work attendance method and device | |
| CN109543947A (en) | Method, apparatus and terminal device based on the task distribution for surveying grid | |
| CN110347694A (en) | A kind of apparatus monitoring method based on Internet of Things, apparatus and system | |
| US20180130339A1 (en) | System & methods for critical infrastructure automation | |
| CN109087006B (en) | Method and device for processing power equipment monitoring information | |
| CN107231245A (en) | Report method and device, the method and device of processing monitoring daily record of monitoring daily record | |
| CN109213657A (en) | A kind of grid operation data cloud storage device | |
| CN102928059A (en) | Method and system for performing anti-cheating supervision and detection on electronic price computing scales through handheld examination equipment | |
| CN107612764B (en) | Transmission network management data acquisition device and method |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| RJ01 | Rejection of invention patent application after publication |
Application publication date: 20190315 |
|
| RJ01 | Rejection of invention patent application after publication |