CN109858772A - A kind of processing method of work order, device and system - Google Patents
A kind of processing method of work order, device and system Download PDFInfo
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- CN109858772A CN109858772A CN201910008564.2A CN201910008564A CN109858772A CN 109858772 A CN109858772 A CN 109858772A CN 201910008564 A CN201910008564 A CN 201910008564A CN 109858772 A CN109858772 A CN 109858772A
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- work order
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Abstract
The invention discloses a kind of processing methods of work order, device and system, belong to field of computer technology.The described method includes: the customer service based on target customer service identifies, judge that the customer service identifies whether that there is the lock identified with the work order of work order to be processed binds；If it is, the work order based on the work order to be processed identifies, the worksheet page of the work order to be processed is pushed；If it is not, then determining that the customer service identifies corresponding each work order queue and preconfigured queue priority, and is extracted from the work order queue of highest priority according to the queue priority and do not get work order；The customer service mark for not getting work order and the target customer service is subjected to lock binding, and pushes the worksheet page for not getting work order to the target customer service.Using the present invention, worksheet efficiency can be improved.
Description
Technical field
The present invention relates to field of computer technology, in particular to a kind of processing method of work order, device and system.
Background technique
Business service quotient can be received by CC (Call Center, call center) system from client, finance letter
Examine the work order for requesting to service of mechanism or third party data center etc..Meanwhile the contact staff of business service quotient can be with
Work order is got from CC system, and every worksheet operation such as telephonic communication, progress record can be carried out to work order.
Contact staff can get interface progress work order in the work order of CC system and get.It is distributively carried out in order to fair and reasonable
Work order distribution, can be limited as follows: the contact staff for not getting work order can only get a work order, and can only be in the work order
After being disposed, next work order can be just got, and needs to guarantee that the next work order is not got by other contact staff.When
When certain contact staff gets certain work order, if being in race condition, i.e., the contact staff there is currently work order to be processed or
The work order is got by other staff, and CC system can prompt the contact staff, and there are work order to be processed or the work orders
It is got by other contact staff, and then the contact staff can continue its work order to be processed to handle or lead again
Remove a work order.In addition, CC system can be based on different dimensions such as work order source side, customer service follow-up results, by the place of work order
Reason process is divided into the different work order stages, and for selling turner list, stage, independently reservation to be linked up can be divided by selling turner list
Stage independently reserves multiple work order stages such as stage to be followed up.In order to maximize the treatment effeciency of work order, the administrator of CC system
Member can configure different worksheet permissions to different contact staff, for example, for two groups of contact staff of A, B, CC system
Administrative staff can configure the worksheet permission in stage to be linked up and autonomous reservation stage for A group contact staff, be the customer service of B group
Personnel depaly independently reserves the stage and independently reserves the worksheet permission in stage to be followed up.
In the implementation of the present invention, the inventor finds that the existing technology has at least the following problems:
Existing CC system is to concentrate to show Unclaimed work order in the page, and contact staff is needed actively to select work order
It is got, is easy to appear the situation that some work order is not got for a long time, causes the work order that can not be handled in time.Together
When, contact staff is merely able to by attempting to get work order to whether there is determining it currently work order to be processed or Unclaimed
Whether work order has been got by other people, the situation that work order gets failure not only often occurs, wastes a large amount of time.Separately
Outside, when the worksheet permission to contact staff is frequently configured, contact staff needs to the power newly configured administrative staff
Limit is remembered, and working time and the energy of contact staff are greatly occupied.So existing worksheet efficiency is lower.
Summary of the invention
In order to solve problems in the prior art, the embodiment of the invention provides a kind of processing method of work order, device and it is
System.The technical solution is as follows:
In a first aspect, providing a kind of processing method of work order, which comprises
Customer service mark based on target customer service judges that the customer service identifies whether to exist and identifies with the work order of work order to be processed
Lock binding；
If it is, the work order based on the work order to be processed identifies, the worksheet page of the work order to be processed is pushed
Face；
If it is not, then determine that the customer service identifies corresponding each work order queue and preconfigured queue priority,
And it is extracted from the work order queue of highest priority according to the queue priority and does not get work order；
The customer service mark for not getting work order and the target customer service is subjected to lock binding, and is pushed away to the target customer service
Send the worksheet page for not getting work order.
Further, described extract from the work order queue of highest priority according to the queue priority does not get work
It is single, comprising:
Based on the queue priority, determine that the customer service identifies the work of highest priority in corresponding each work order queue
Single queue；
A work order is sequentially taken out from the work order queue of the highest priority, and judges whether one work order deposits
It is bound in lock；
If it is present continue from the work order queue of the highest priority take out a work order, until judge from
There is no lock binding in the work order extracted in the work order queue of the highest priority, and determine it as and do not get work order.
Further, the method also includes:
When request is inserted into the queue for receiving target work order, based on the attribute information of the target work order, determine described in
The first work order queue that target work order is inserted into, and the target work order is inserted into the first work order queue.
Further, the method also includes:
Every preset period of time, judge whether the attribute information of the target work order changes；
If it is, determining the second work order queue that the target work order is inserted into, and the target work order is inserted into
The second work order queue.
Further, the method also includes:
If the instruction that the current work order for receiving target customer service does not save normally, marking the current work order is wait locate
Science and engineering list；
If the current work order for receiving target customer service has saved and stopped the instruction of order, stop to the target visitor
Clothes carry out the push of the worksheet page；
If the current work order for receiving target customer service has saved and continued the instruction of order, continue to the target visitor
Clothes carry out the push of the worksheet page.
Further, the method also includes:
If the current work order for receiving target customer service has saved and has stopped the instruction of order, or receives target customer service
Current work order saved and continued the instruction of order, then release the customer service mark of the target customer service with the current work order
Lock binding.
Second aspect, provides a kind of processing unit of work order, and described device includes:
Judgment module, for based on target customer service customer service mark, judge the customer service identify whether exist with it is to be processed
The lock binding of the work order mark of work order；
Pushing module, for pushing the work order to be processed if it is, the work order based on the work order to be processed identifies
The worksheet page；
Extraction module, for if it is not, then determining the corresponding each work order queue of the customer service mark and being pre-configured with
Queue priority, and extracted from the work order queue of highest priority according to the queue priority and do not get work order；
Binding module, for the customer service mark for not getting work order and the target customer service to be carried out lock binding, and to
The target customer service push worksheet page for not getting work order.
Further, the extraction module, is also used to:
Based on the queue priority, determine that the customer service identifies the work of highest priority in corresponding each work order queue
Single queue；
A work order is sequentially taken out from the work order queue of the highest priority, and judges whether one work order deposits
It is bound in lock；
If it is present continue from the work order queue of the highest priority take out a work order, until judge from
There is no lock binding in the work order extracted in the work order queue of the highest priority, and determine it as and do not get work order.
Further, described device further includes insertion module, is used for:
When request is inserted into the queue for receiving target work order, based on the attribute information of the target work order, determine described in
The first work order queue that target work order is inserted into, and the target work order is inserted into the first work order queue.
Further, the insertion module, is also used to:
Every preset period of time, judge whether the attribute information of the target work order changes；
If it is, determining the second work order queue that the target work order is inserted into, and the target work order is inserted into
The second work order queue.
Further, described device further includes mark module, is used for:
If the instruction that the current work order for receiving target customer service does not save normally, marking the current work order is wait locate
Science and engineering list；
If the current work order for receiving target customer service has saved and stopped the instruction of order, stop to the target visitor
Clothes carry out the push of the worksheet page；
If the current work order for receiving target customer service has saved and continued the instruction of order, continue to the target visitor
Clothes carry out the push of the worksheet page.
Further, described device further includes releasing module, is used for:
If the current work order for receiving target customer service has saved and has stopped the instruction of order, or receives target customer service
Current work order saved and continued the instruction of order, then release the customer service mark of the target customer service with the current work order
Lock binding.
The third aspect, provides a kind of processing system of work order, and the system includes at least client and work order server；
The client, is used for:
It is sent to the work order server and carries the order request that the customer service of target customer service identifies；
The work order server, is used for:
Customer service mark based on target customer service judges that the customer service identifies whether to exist and identifies with the work order of work order to be processed
Lock binding；
If it is, the work order based on the work order to be processed identifies, work order to be processed described in Xiang Suoshu client push
The worksheet page；
If it is not, then determine that the customer service identifies corresponding each work order queue and preconfigured queue priority,
And it is extracted from the work order queue of highest priority according to the queue priority and does not get work order；
The customer service mark for not getting work order and the target customer service is subjected to lock binding, and to the client push
The worksheet page for not getting work order.
Technical solution provided in an embodiment of the present invention has the benefit that
Customer service mark based on target customer service judges that the customer service identifies whether to exist and identifies with the work order of work order to be processed
Lock binding；If it is, the work order based on the work order to be processed identifies, the worksheet page of the work order to be processed is pushed
Face；If it is not, then determine the customer service corresponding each work order queue of mark and preconfigured queue priority, and according to
The queue priority extracts from the work order queue of highest priority and does not get work order；Work order and the mesh are not got by described
The customer service mark of mark customer service carries out lock binding, and pushes the worksheet page for not getting work order to the target customer service.
In this way, can evade contact staff actively gets the operation such as page switching, page turning carried out when work order, so as to save customer service
The operating time of personnel, increase substantially business processing speed, reduce manual operation bring mistake, be further reduced manually at
This.Furthermore it is possible to which same work order is avoided to be got by multiple contact staff, and evades work order and mentioned by the conflict that other customer services are got
Show, meanwhile, when a conflict exists, work order server can distribute work order again automatically, and contact staff will not perceive this again
Distribution procedure can not only shorten work order distribution flow, can also further shorten the worksheet period, effectively improve at work order
Manage efficiency.Further, the communication cost of administrative staff and contact staff can also be reduced, management level, contact staff are promoted
Without being concerned about itself work order priority orders, worksheet content only need to be paid close attention to, effectively promotion work quality.
Detailed description of the invention
To describe the technical solutions in the embodiments of the present invention more clearly, make required in being described below to embodiment
Attached drawing is briefly described, it should be apparent that, drawings in the following description are only some embodiments of the invention, for
For those of ordinary skill in the art, without creative efforts, it can also be obtained according to these attached drawings other
Attached drawing.
Fig. 1 is a kind of processing method flow chart of work order provided in an embodiment of the present invention；
Fig. 2 is a kind of processing method flow chart of work order provided in an embodiment of the present invention；
Fig. 3 is a kind of processing device structure diagram of work order provided in an embodiment of the present invention；
Fig. 4 is a kind of processing device structure diagram of work order provided in an embodiment of the present invention；
Fig. 5 is a kind of processing system structural schematic diagram of work order provided in an embodiment of the present invention；
Fig. 6 is a kind of structural schematic diagram of work order server provided in an embodiment of the present invention.
Specific embodiment
To make the object, technical solutions and advantages of the present invention clearer, below in conjunction with attached drawing to embodiment party of the present invention
Formula is described in further detail.
The embodiment of the invention provides a kind of processing method of work order, the executing subject of this method can be any CC system
Any one work order server of system, or the service cluster being made of more work order servers, can be based on any customer service people
The customer service mark of member, takes out corresponding work order from the trouble ticket pool of storage work order, and the worksheet page push of the work order is given
The contact staff.Above-mentioned work order server may include processor, memory, transceiver, and processor can be used for carrying out following
For the processing of work order in process, memory can be used for storing the data of the data and generation that need in treatment process, receive
Hair device can be used for sending and receiving the related data in treatment process.
It is detailed to a kind of process flow progress of the processing method of work order shown in FIG. 1 below in conjunction with specific embodiment
Thin explanation, content can be such that
Step 101, the customer service mark based on target customer service, judges that customer service identifies whether the work order for having with work order to be processed
The lock of mark is bound.
In an implementation, when certain contact staff's (can be described as target customer service) starts order work, CC system can be entered
Order interface, and click order button.In this way, the order that the work order server of CC system can receive target customer service refers to
It enables, the customer service mark of target customer service, such as ID:100200 can be carried in order instruction.Later, above-mentioned work order server
It can be identified based on the customer service of target customer service, judge target customer service currently and whether there is work order to be processed, which can
To be target customer service because of the work order that certain reason is temporarily interrupted.Specifically, work order server can be by judging target customer service
Customer service identify whether that there is the lock identified with the work order of work order to be processed binds, whether there is judging target customer service currently to
Handle work order.It should be noted that above-mentioned lock binding can be operated based on atomicity, target customer service and target customer service are handled
Current work order carries out lock processing respectively, such as generates lock 1: target customer service _ current work order, and lock 2: current work order _ target customer service.
Wherein, lock 1 is for ensureing: before target customer service does not complete current worksheet, not allowing target customer service to get again other
Work order can prompt " you have still untreated above-mentioned current work order " if other work orders are got in target customer service click.Lock 2
For ensureing: in current work order before the untreated completion of target customer service, not allowing other customer services other than target customer service
Personnel get the current work order, if other contact staff, which click, gets above-mentioned current work order, can prompt other customer services
Personnel's " above-mentioned current work order is handled by target customer service, woulds you please select other work orders ".
Step 102, if it is, the work order based on work order to be processed identifies, the worksheet page of work order to be processed is pushed
Face.
In an implementation, if work order server judges target customer service, there is currently work orders to be processed, the i.e. visitor of target customer service
Clothes mark and the work order mark of work order to be processed have carried out lock binding, then work order server can be based on the work order of work order to be processed
Mark, such as ID:A100001 give the worksheet page push of work order to be processed to target customer service.Specifically, work order server
It can be identified based on the work order of work order to be processed, obtain the address URL of work order to be processed, then branch to the address URL direction
The worksheet page, and the worksheet page is shown to target customer service.In this way, target customer service can be in the worksheet
The page completes the specific processing work to the work order to be processed.
Step 103, if it is not, then determining that customer service identifies corresponding each work order queue and preconfigured queue is preferential
Grade, and extracted from the work order queue of highest priority according to queue priority and do not get work order.
In an implementation, work order server can store work order using queue.Specifically, work order server can be right
Each work order is classified, and establishes the corresponding work order queue of each classification, queue such as to be linked up, autonomous reservation queue, independently
Queue to be followed up is reserved, then each work order can be stored in work order queue.Meanwhile each contact staff can be corresponding with
Multiple work order queues, and can advantage or each type of current work order based on contact staff data, be neatly customer service
The different queue priority of personnel depaly.In this way, if work order server judge target customer service there is currently no work order to be processed,
That is the customer service mark of target customer service does not carry out lock binding with the work order of any work order mark, then can pass through the customer service of target customer service
Mark, determines the corresponding each work order queue of target customer service and preconfigured queue priority, later, work order server
It can be taken out not yet from the work order queue of highest priority by other contact staff according to the queue priority of target customer service
The work order got, i.e., do not get work order.
Further, if target customer service is not corresponding with any work order queue, work order server can be prompted accordingly
Administrative staff are that the target customer service configures corresponding work order queue and queue priority.Specifically, administrative staff can enter
Then the authority configuration page of target customer service can adjust queue priority, or newly-increased, cancellation mesh in the authority configuration page
Customer service is marked to the permission of certain work order queue.
Optionally, it extracts from the work order queue of highest priority in above-mentioned steps 103 according to queue priority and does not get
The processing of work order specifically can be such that based on queue priority, determine that customer service identifies priority in corresponding each work order queue
Highest work order queue；A work order is sequentially taken out from the work order queue of highest priority, and judges whether a work order deposits
It is bound in lock；If it is present continuing to take out a work order from the work order queue of highest priority, until judging from preferential
There is no lock binding in the work order extracted in the highest work order queue of grade, and determine it as and do not get work order.
In an implementation, work order server can be identified based on the queue priority of target customer service in the customer service of target customer service
In corresponding each work order queue, the work order queue of highest priority is determined.Later, work order server can be from priority
In highest work order queue, a work order is taken out according to queue sequence, and judges the work order with the presence or absence of lock binding, the i.e. work order
Whether lock is carried out with other contact staff to bind.If the work order does not carry out lock binding with other contact staff, can incite somebody to action
The work order is determined as not getting work order.If the work order and other contact staff have carried out lock binding, can be suitable according to queue
Sequence continues to take out a work order from the work order queue of above-mentioned highest priority, and judges that the work order is bound with the presence or absence of lock, directly
There is no lock binding to the work order for judging to extract from the work order queue of highest priority, then is determined as not leading by the work order
Take work order.This way it is possible to avoid same work order is got by multiple contact staff, and evades work order and rushed by what other customer services were got
Prominent prompt, meanwhile, when a conflict exists, work order server can distribute work order again automatically, and contact staff will not perceive this
Distribution procedure again can not only shorten work order distribution flow, can also further shorten the worksheet period.
Step 104, the customer service mark for not getting work order and target customer service is subjected to lock binding, and not to target customer service push
Get the worksheet page of work order.
In an implementation, work order server take out target customer service do not get work order after, can not get work order for above-mentioned
Lock binding is carried out with the customer service mark of target customer service, prevents other contact staff from getting this again and does not get work order.Later, work order
Server can not get the work order mark of work order based on this, and the worksheet page push that this is not got to work order gives target visitor
Clothes.Specifically, similar with the worksheet page of above-mentioned work order to be processed, work order server can not get work order based on this
Work order mark, obtains the address URL of work order to be processed, then branches to the worksheet page of the address URL direction, and will
The worksheet page is shown to target customer service.
Optionally, the work order of initial stage can be handled as follows: is inserted into and asks when the queue for receiving target work order
When asking, based on the attribute information of target work order, the first work order queue that target work order is inserted into is determined, and target work order is inserted into
To the first work order queue.
In an implementation, the work order (any contact staff is not handled by) that work order server newly receives can be known as
The work order (can be described as target work order) of initial stage, it is readily appreciated that, work order server can receive a large amount of first all the time
The work order in stage beginning, in order to distinguish these initial stages work order value, rationally utilize customer service resource, work order server can be with
Attribute information based on work order, the percentage of head rice of city or work order information as where the historical success rates of work order source side, user
Deng, the work order of these initial stages is inserted into different work order queues, it, can be by the initial stage such as according to conclusion of the business probability
Work order is divided into 1-4 grade, and grade 1 represents that conclusion of the business probability is minimum, and class 4 represents conclusion of the business probability highest.In this way, working as work order server
, can be based on the attribute information of target work order when receiving target work order, the work order queue for determining that target work order is inserted into (can
Referred to as the first work order queue), then target work order can be inserted into the first work order queue of above-mentioned determination.
Optionally, work order queue belonging to work order can be adjusted based on the processing progress of work order, corresponding processing can be as
Under: every preset period of time, judge whether the attribute information of target work order changes；If it is, determining that target work order is to be inserted
The the second work order queue entered, and target work order is inserted into the second work order queue.
In an implementation, contact staff, can work order progress to the work order after the processing for completing certain work order current generation
It is marked, correspondingly, the attribute information of work order will also change, if the current generation of certain work order is the stage to be linked up, then
It can complete after the processing in the stage of linking up, marking the work order progress of the work order is to be completed wait link up or enter independently in advance
About, and then work order server can change work order progress msg in the attribute information of the work order.In this way, work order server
Can be every preset time, such as every six hours or 12 hours carry out to whether the attribute information of target work order occurs change
Judgement, such as detects the attribute information of target work order by way of timing script.If the attribute information of target work order
It is changed, then work order server can determine the work order queue that target work order is inserted into based on the attribute information after change
Then the target work order can be inserted into the second work order queue by (can be described as the second work order queue).Further, work order service
Device can also adjust the work order team of work order based on the attribute information of each work order in daily idle moment, such as one o'clock of morning
Column.
It is noted that for the interim changed work order of attribute information, as user temporarily changes subscription time, prominent
It so makes a phone call, then work order server can adjust the work order of the work order based on by the attribute information after work order change in real time
Queue.
Optionally, work order server can receive the instructions that contact staff inputs in the worksheet page, accordingly
Processing can be such that if the instruction that the current work order for receiving target customer service does not save normally, mark the current work order to be
Work order to be processed；If the current work order for receiving target customer service has saved and stopped the instruction of order, stop to target visitor
Clothes carry out the push of the worksheet page；If the current work order for receiving target customer service has saved and has continued the instruction of order,
Then continue the push that the worksheet page is carried out to target customer service.
In an implementation, if because the individual for powering off the perhaps odjective causes such as equipment fault or target customer service suddenly is former
Cause causes target customer service not to be saved and has been shut off the worksheet page, then work order server can receive target customer service
The instruction that current work order does not save normally, then can mark current work order is work order to be processed.If target customer service is in work order
The processing page has selected to save and has stopped order, then the current work order that work order server can receive target customer service has saved simultaneously
Then the instruction for stopping order can stopping the push that the worksheet page is carried out to target customer service.If target customer service is in work
Single processing page has selected to save and has continued order, then the current work order that work order server can receive target customer service has saved
And continue the instruction of order, it may then continue with to extract from the work order queue of the corresponding highest priority of target customer service and not get
Then work order carries out the push of next worksheet page to target customer service.
Optionally, work order server can also be handled as follows: if the current work order for receiving target customer service has been protected
The instruction of order is deposited and stopped, or receives the current work order of target customer service and has saved and continued the instruction of order, then is released
The customer service mark and the lock of current work order of target customer service are bound.
In an implementation, work order server can release target after the processing that certain work order current generation is completed in target customer service
The customer service mark and the lock of current work order of customer service are bound, so that target customer service continues with other work orders.Specifically, when work order takes
The current work order that business device receives target customer service has saved and has stopped the instruction of order, or receives the current work of target customer service
When list has saved and continued the instruction of order, the customer service of target customer service can be identified and the binding of the lock of current work order solve
It removes.
The above-mentioned specific processing about to work order can refer to Fig. 2.
In the present embodiment, based on target customer service customer service mark, judge the customer service identify whether exist with it is to be processed
The lock binding of the work order mark of work order；If it is, the work order based on the work order to be processed identifies, the work to be processed is pushed
Single worksheet page；If it is not, then determining that the customer service identifies corresponding each work order queue and preconfigured team
Column priority, and extracted from the work order queue of highest priority according to the queue priority and do not get work order；By described in not
The customer service mark for getting work order and the target customer service carries out lock binding, and does not get work order to target customer service push is described
The worksheet page.In this way, can evade contact staff actively gets the operation such as page switching, page turning carried out when work order,
So as to saving the operating time of contact staff, business processing speed is increased substantially, reduces manual operation bring mistake,
It is further reduced cost of labor.Furthermore it is possible to which same work order is avoided to be got by multiple contact staff, and evade work order by other
The conflict prompt that customer service is got, meanwhile, when a conflict exists, work order server can distribute work order, contact staff again automatically
The distribution procedure again will not be perceived, work order distribution flow can be not only shortened, can also further shorten worksheet week
Phase effectively improves worksheet efficiency.Further, the communication cost of administrative staff and contact staff can also be reduced, is promoted
Management level, contact staff are not necessarily to be concerned about the work order priority orders of itself, only need to pay close attention to worksheet content, effectively promotion work
Make quality.
It is noted that, when carrying out written in code, original multi-page can be led using CC system of the invention
It takes and replaces with unified work order and get the page, it is readable and maintainable to be conducive to code, further promotes project development quality.
Meanwhile getting the page only and need to show one in work order and getting button and the untreated work order link of customer service, the page is succinct, operation letter
Single, may not need excessively train to contact staff can go up hand, significantly promote the working efficiency of contact staff.
Based on the same technical idea, the embodiment of the invention also provides a kind of processing units of work order, as shown in Fig. 3,
Described device includes:
Judgment module 301, for based on target customer service customer service mark, judge the customer service identify whether exist with wait locate
The lock binding of the work order mark of science and engineering list；
Pushing module 302, for if it is, the work order based on the work order to be processed identifies, push to be described to be processed
The worksheet page of work order；
Extraction module 303, for if it is not, then determining the corresponding each work order queue of the customer service mark and matching in advance
The queue priority set, and extracted from the work order queue of highest priority according to the queue priority and do not get work order；
Binding module 304, for the customer service mark for not getting work order and the target customer service to be carried out lock binding, and
To the target customer service push worksheet page for not getting work order.
Optionally, the extraction module 303, is also used to:
Based on the queue priority, determine that the customer service identifies the work of highest priority in corresponding each work order queue
Single queue；
A work order is sequentially taken out from the work order queue of the highest priority, and judges whether one work order deposits
It is bound in lock；
If it is present continue from the work order queue of the highest priority take out a work order, until judge from
There is no lock binding in the work order extracted in the work order queue of the highest priority, and determine it as and do not get work order.
Optionally, it as shown in figure 4, described device further includes insertion module 305, is used for:
When request is inserted into the queue for receiving target work order, based on the attribute information of the target work order, determine described in
The first work order queue that target work order is inserted into, and the target work order is inserted into the first work order queue.
Optionally, the insertion module 305, is also used to:
Every preset period of time, judge whether the attribute information of the target work order changes；
If it is, determining the second work order queue that the target work order is inserted into, and the target work order is inserted into
The second work order queue.
Optionally, it again as shown in figure 4, described device further includes mark module 306, is used for:
If the instruction that the current work order for receiving target customer service does not save normally, marking the current work order is wait locate
Science and engineering list；
If the current work order for receiving target customer service has saved and stopped the instruction of order, stop to the target visitor
Clothes carry out the push of the worksheet page；
If the current work order for receiving target customer service has saved and continued the instruction of order, continue to the target visitor
Clothes carry out the push of the worksheet page.
Optionally, again as shown in figure 4, described device further include release module 307, be used for:
If the current work order for receiving target customer service has saved and has stopped the instruction of order, or receives target customer service
Current work order saved and continued the instruction of order, then release the customer service mark of the target customer service with the current work order
Lock binding.
In the present embodiment, based on target customer service customer service mark, judge the customer service identify whether exist with it is to be processed
The lock binding of the work order mark of work order；If it is, the work order based on the work order to be processed identifies, the work to be processed is pushed
Single worksheet page；If it is not, then determining that the customer service identifies corresponding each work order queue and preconfigured team
Column priority, and extracted from the work order queue of highest priority according to the queue priority and do not get work order；By described in not
The customer service mark for getting work order and the target customer service carries out lock binding, and does not get work order to target customer service push is described
The worksheet page.In this way, can evade contact staff actively gets the operation such as page switching, page turning carried out when work order,
So as to saving the operating time of contact staff, business processing speed is increased substantially, reduces manual operation bring mistake,
It is further reduced cost of labor.Furthermore it is possible to which same work order is avoided to be got by multiple contact staff, and evade work order by other
The conflict prompt that customer service is got, meanwhile, when a conflict exists, work order server can distribute work order, contact staff again automatically
The distribution procedure again will not be perceived, work order distribution flow can be not only shortened, can also further shorten worksheet week
Phase effectively improves worksheet efficiency.Further, the communication cost of administrative staff and contact staff can also be reduced, is promoted
Management level, contact staff are not necessarily to be concerned about the work order priority orders of itself, only need to pay close attention to worksheet content, effectively promotion work
Make quality.
It should be understood that the processing unit of work order provided by the above embodiment is when carrying out worksheet, only with above-mentioned
The division progress of each functional module can according to need and for example, in practical application by above-mentioned function distribution by different
Functional module is completed, i.e., the internal structure of device is divided into different functional modules, with complete it is described above whole or
Partial function.In addition, the processing unit of work order provided by the above embodiment and the processing method embodiment of work order belong to same structure
Think, specific implementation process is detailed in embodiment of the method, and which is not described herein again.
Based on the same technical idea, the embodiment of the invention also provides a kind of processing systems of work order, as shown in Fig. 5,
The system includes at least client and work order server；
The client, is used for:
It is sent to the work order server and carries the order request that the customer service of target customer service identifies；
The work order server, is used for:
Customer service mark based on target customer service judges that the customer service identifies whether to exist and identifies with the work order of work order to be processed
Lock binding；
If it is, the work order based on the work order to be processed identifies, work order to be processed described in Xiang Suoshu client push
The worksheet page；
If it is not, then determine that the customer service identifies corresponding each work order queue and preconfigured queue priority,
And it is extracted from the work order queue of highest priority according to the queue priority and does not get work order；
The customer service mark for not getting work order and the target customer service is subjected to lock binding, and to the client push
The worksheet page for not getting work order.
In an implementation, above-mentioned client can be any terminal device used in target customer service, such as personal computer, pen
Remember this computer etc..Target customer service can log in the order interface of CC system by above-mentioned client, then click order button.This
Sample, terminal device used in target customer service can be generated the order request for carrying the customer service mark of target customer service, then may be used
Order request to be sent to the work order server of CC system.Later, work order server can be according to the processing of above-mentioned work order
Processing logic in embodiment of the method carries out subsequent processing, and which is not described herein again.
Fig. 6 is the structural schematic diagram of work order server provided in an embodiment of the present invention.The work order server 600 can be because matching
It sets or performance is different and generate bigger difference, may include one or more central processing units 622 (for example, one
Or more than one processor) and memory 632, the storage medium of one or more storage application programs 642 or data 644
630 (such as one or more mass memory units).Wherein, memory 632 and storage medium 630 can be of short duration storage
Or persistent storage.The program for being stored in storage medium 630 may include one or more modules (diagram does not mark), each
Module may include to the series of instructions operation in work order server.Further, central processing unit 622 can be set to
It is communicated with storage medium 630, the series of instructions operation in storage medium 630 is executed on work order server 600.
Work order server 600 can also include one or more power supplys 626, one or more are wired or wireless
Network interface 650, one or more input/output interfaces 658, one or more keyboards 656, and/or, one or
More than one operating system 641, such as Windows Server TM, Mac OS XTM, Unix TM, Linux TM, FreeBSD
TM etc..
Work order server 600 may include have memory and one perhaps more than one program one of them or
More than one program is stored in memory, and be configured to be executed by one or more than one processor it is one or
More than one program includes the process instruction for carrying out above-mentioned work order.
Those of ordinary skill in the art will appreciate that realizing that all or part of the steps of above-described embodiment can pass through hardware
It completes, relevant hardware can also be instructed to complete by program, the program can store in a kind of computer-readable
In storage medium, storage medium mentioned above can be read-only memory, disk or CD etc..
The foregoing is merely presently preferred embodiments of the present invention, is not intended to limit the invention, it is all in spirit of the invention and
Within principle, any modification, equivalent replacement, improvement and so on be should all be included in the protection scope of the present invention.
Claims (13)
1. a kind of processing method of work order, which is characterized in that the described method includes:
Customer service mark based on target customer service judges that the customer service identifies whether to have the lock identified with the work order of work order to be processed
Binding；
If it is, the work order based on the work order to be processed identifies, the worksheet page of the work order to be processed is pushed；
If it is not, then determining that the customer service identifies corresponding each work order queue and preconfigured queue priority, and press
It is extracted from the work order queue of highest priority according to the queue priority and does not get work order；
The customer service mark for not getting work order and the target customer service is subjected to lock binding, and pushes institute to the target customer service
State the worksheet page for not getting work order.
2. the method according to claim 1, wherein it is described according to the queue priority from highest priority
It is extracted in work order queue and does not get work order, comprising:
Based on the queue priority, determine that the customer service identifies the work order team of highest priority in corresponding each work order queue
Column；
A work order is sequentially taken out from the work order queue of the highest priority, and judges one work order with the presence or absence of lock
Binding；
If it is present continuing to take out a work order from the work order queue of the highest priority, until judging from described
There is no lock binding in the work order extracted in the work order queue of highest priority, and determine it as and do not get work order.
3. the method according to claim 1, wherein the method also includes:
When request is inserted into the queue for receiving target work order, based on the attribute information of the target work order, the target is determined
The first work order queue that work order is inserted into, and the target work order is inserted into the first work order queue.
4. according to the method described in claim 3, it is characterized in that, the method also includes:
Every preset period of time, judge whether the attribute information of the target work order changes；
If it is, determine the second work order queue that the target work order is inserted into, and the target work order is inserted into described
Second work order queue.
5. the method according to claim 1, wherein the method also includes:
If the instruction that the current work order for receiving target customer service does not save normally, marking the current work order is work to be processed
It is single；
If the current work order for receiving target customer service has saved and has stopped the instruction of order, stop to the target customer service into
The push of the row worksheet page；
If the current work order for receiving target customer service has saved and has continued the instruction of order, continue to the target customer service into
The push of the row worksheet page.
6. according to the method described in claim 5, it is characterized in that, the method also includes:
If the current work order for receiving target customer service has saved and has stopped the instruction of order, or receives working as target customer service
Preceding work order has saved and has continued the instruction of order, then the customer service mark and the lock of the current work order for releasing the target customer service are tied up
It is fixed.
7. a kind of processing unit of work order, which is characterized in that described device includes:
Judgment module judges that the customer service identifies whether to exist and work order to be processed for the customer service mark based on target customer service
Work order mark lock binding；
Pushing module, for pushing the work of the work order to be processed if it is, the work order based on the work order to be processed identifies
Single processing page；
Extraction module is used for if it is not, then determining that the customer service identifies corresponding each work order queue and preconfigured team
Column priority, and extracted from the work order queue of highest priority according to the queue priority and do not get work order；
Binding module, for the customer service mark for not getting work order and the target customer service to be carried out lock binding, and to described
The target customer service push worksheet page for not getting work order.
8. device according to claim 7, which is characterized in that the extraction module is also used to:
Based on the queue priority, determine that the customer service identifies the work order team of highest priority in corresponding each work order queue
Column；
A work order is sequentially taken out from the work order queue of the highest priority, and judges one work order with the presence or absence of lock
Binding；
If it is present continuing to take out a work order from the work order queue of the highest priority, until judging from described
There is no lock binding in the work order extracted in the work order queue of highest priority, and determine it as and do not get work order.
9. device according to claim 7, which is characterized in that described device further includes insertion module, is used for:
When request is inserted into the queue for receiving target work order, based on the attribute information of the target work order, the target is determined
The first work order queue that work order is inserted into, and the target work order is inserted into the first work order queue.
10. device according to claim 9, which is characterized in that the insertion module is also used to:
Every preset period of time, judge whether the attribute information of the target work order changes；
If it is, determine the second work order queue that the target work order is inserted into, and the target work order is inserted into described
Second work order queue.
11. device according to claim 7, which is characterized in that described device further includes mark module, is used for:
If the instruction that the current work order for receiving target customer service does not save normally, marking the current work order is work to be processed
It is single；
If the current work order for receiving target customer service has saved and has stopped the instruction of order, stop to the target customer service into
The push of the row worksheet page；
If the current work order for receiving target customer service has saved and has continued the instruction of order, continue to the target customer service into
The push of the row worksheet page.
12. device according to claim 11, which is characterized in that described device further includes releasing module, is used for:
If the current work order for receiving target customer service has saved and has stopped the instruction of order, or receives working as target customer service
Preceding work order has saved and has continued the instruction of order, then the customer service mark and the lock of the current work order for releasing the target customer service are tied up
It is fixed.
13. a kind of processing system of work order, which is characterized in that the system includes at least client and work order server；
The client, is used for:
It is sent to the work order server and carries the order request that the customer service of target customer service identifies；
The work order server, is used for:
Customer service mark based on the target customer service judges that the customer service identifies whether to exist and identifies with the work order of work order to be processed
Lock binding；
If it is, the work order based on the work order to be processed identifies, the work of work order to be processed described in Xiang Suoshu client push
Single processing page；
If it is not, then determining that the customer service identifies corresponding each work order queue and preconfigured queue priority, and press
It is extracted from the work order queue of highest priority according to the queue priority and does not get work order；
The customer service mark for not getting work order and the target customer service is subjected to lock binding, and to described in the client push
The worksheet page of work order is not got.
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| CN112561301A (en) * | 2020-12-11 | 2021-03-26 | 北京字节跳动网络技术有限公司 | Work order distribution method, device, equipment and computer readable medium |
| CN113379394A (en) * | 2021-06-30 | 2021-09-10 | 北京世纪互联宽带数据中心有限公司 | Work order processing method and device |
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