CN110363506A - For being connected the worksheet method of multi-service subsystem and operator - Google Patents
For being connected the worksheet method of multi-service subsystem and operator Download PDFInfo
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- CN110363506A CN110363506A CN201910652632.9A CN201910652632A CN110363506A CN 110363506 A CN110363506 A CN 110363506A CN 201910652632 A CN201910652632 A CN 201910652632A CN 110363506 A CN110363506 A CN 110363506A
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Abstract
The present invention relates to be related to multi-service worksheet technical field, and in particular to and it is a kind of for being connected the worksheet method of multi-service subsystem and operator, including S1, establish new work order node；S2, node is accepted；S3, processing node: the work order in accepting, operator are handled work order according to work order type；S4, result node: having solved including work order, or has refused, or has terminated.The present invention is by the predefined of each nodal operation and prevents a possibility that the arriving wrong link that circulate, and improves whole efficiency.The present invention allows the customized worksheet process of manager, shorten new process flow establishes the period, reduce the dependence to technical staff, reduce the maintenance cost of WorkForm System, reduce manually operated error rate, working efficiency is promoted, human cost is reduced, the standardization of enterprises service and the promotion of service effectiveness are realized by statistical indicators such as handling duration, satisfaction, problem types.
Description
Technical field
The present invention relates to be related to multi-service worksheet technical field, and in particular to one kind is for being connected multi-service subsystem
With the worksheet method of operator.
Background technique
In the work order stream of current call center, operator accesses the complaint of client, failure Shen accuses, suggests and seek advice from etc.
Then various phones stay single processing interface or according to the failure Shen of client announcement by operator's human relay working to Workflow system
Type, suggestion and the type of consulting go to the input interface progress that information, advisory information, consultation information are accused in corresponding failure Shen
List is stayed, its data is saved in database, single progress worksheet processing processing then is stayed to this by background process personnel again, handles unit
It represents and the result of processing is carried out receipt, then returning for user is carried out according to the case where processing by having some customer service of permission to represent
It visits, specified accountability unit's link then is entered to the work order for paying a return visit satisfied client, after specifying accountability unit, into quality inspection ring
Section, finally carries out filing processing, completes entire work order process.
But in practical business, a problem may relate to multiple departments such as buying, customer service, logistics, finance, multiple processing
Stage needs to deliver collaboration processing between each department.Constantly change in face of user demand and interior tissue, update and portfolio
Constantly expand, this tupe can not good services client, simultaneously for the service quality of business, efficiency also can not be very
Good is monitored.Therefore, there is an urgent need to a kind of methods to assist to transmit information, distribution task, collaboration between each business department
Processing problem.
Summary of the invention
In view of this, being used for the present invention provides the worksheet method for being connected multi-service subsystem and operator
Solve the disadvantage that the above-mentioned prior art and deficiency.
To achieve the above object, the embodiment of the present invention provides the following technical solutions:
It is a kind of for being connected the worksheet method of multi-service subsystem and operator,
S1, establish new work order node: each service sub-system docking work order of multi-service subsystem generates interface and basis is asked
Source and problem types are inscribed, the first message of multiple association work orders is carried；According to problem source, type designated treatment process and
Handle people；
S2, node is accepted, comprising:
S201, the new work order of specific processing people has been specified to be distributed directly to respective operations people, by the multiple association work order
It merges to obtain and merges work order, generate and merge the corresponding processing workflow of work order, this stylish work order Status Change is in accepting；
S202, the not specified specific new work order for handling people enter corresponding processing group, are received by the processing group operator
Work order and processing of following up, work order Status Change are in accepting；
S3, processing node: the work order in accepting, operator are handled work order according to work order type, treatment process are as follows:
Merge work order described in S301, the corresponding processing workflow processing of the calling merging work order；
S302, Xiang Suoshu customer relation management functional entity send the second report for carrying the processing result for merging work order
Text；It is right using the processing workflow of the multiple association work order of acquisition and the corresponding reverse operating institute of the multiple association work order
The processing workflow answered generates and merges the corresponding processing workflow of work order, wherein the corresponding processing workflow of the merging work order
Normal processing path in include, it is the multiple association work order it is corresponding processing workflow normal processing path in part or
Whole service processing nodes, it is described merge work order it is corresponding processing workflow abnormality processing path in include the multiple pass
Business processing section some or all of in the normal processing path of processing workflow corresponding to the corresponding reverse operating of connection work order
Point；
S4, result node: having solved including work order, or has refused, or has terminated.
Further, the worksheet process of new work order is established automatically, comprising the following steps:
S11, new work order, first part's are established automatically by first part's subsystem that access work order generates interface
System includes: 400 phones, instant messaging, goods return and replacement application, want slips, questionnaire；
S12, new work order is distributed to corresponding customer service group with problem types according to the source of new work order；
S13, according to automatic allocation rule, corresponding customer service group order state is opened；
S14, work order, which enter, accepts state, --- currently processed node --- next processing by previous processing node
Node, until Resolving probiems；
S15, Resolving probiems work order Status Change are to have solved；If not receiving a reply for a long time, work order Status Change is
Terminate.
Further, new work order is assigned to problem types by corresponding customer service group according to the source of new work order, including following
Step:
S31, specified specific processing people during turning single, then work order is in " in accepting " state；
S32, turn not specified specific processing people during list, then work order can enter trouble ticket pool to be processed；Automatic or manual point
With operator；
S33, to work order to be processed according to work order priority or first in first out, the automatic batch operation people of system；
S34, to work order to be processed by processing group group leader's manual allocation work order to group member.
Further, operator handles work order, comprising the following steps:
S41, operator's order, are handled；
S42, whether meet refusal condition, be, refuse；It is no, into S44；
It is closed after the completion of S43, processing, work order Status Change is to have refused；
S44, processing do not complete, and turn other groups by process or operator is handled；
S45, other groups or operator enter order processing status.
The present invention is by the predefined of each nodal operation and prevents a possibility that the arriving wrong link that circulate, and improves entirety
Efficiency.The present invention allows the customized worksheet process of manager, and shorten new process flow establishes the period, reduces to skill
The dependence of art personnel reduces the maintenance cost of WorkForm System, reduces manually operated error rate, promotes working efficiency, reduces
Human cost realizes the standardization and service effectiveness of enterprises service by statistical indicators such as handling duration, satisfaction, problem types
Promotion.The present invention directly solves customer demand, shortens the process cycle of work order, and has and save procedure links and manpower money
The characteristics of source.
In order to more clearly explain the embodiment of the invention or the technical proposal in the existing technology, to embodiment or will show below
There is attached drawing needed in technical description to be briefly described, it should be apparent that, the accompanying drawings in the following description is only this
The embodiment of invention for those of ordinary skill in the art without creative efforts, can also basis
The attached drawing of offer obtains other attached drawings.
Fig. 1 provides a kind of for being connected the worksheet side of multi-service subsystem and operator for the embodiment of the present invention one
Method flow chart；
Fig. 2 is that the another kind that the embodiment of the present invention one provides is used to be connected multi-service subsystem and the worksheet of operator
Method flow diagram；
Fig. 3 is that the another kind that the embodiment of the present invention one provides is used to be connected multi-service subsystem and the worksheet of operator
Method flow diagram；
Fig. 4 provides a kind of for being connected the worksheet side of multi-service subsystem and operator for the embodiment of the present invention one
Method structural schematic diagram；
Specific embodiment
Following will be combined with the drawings in the embodiments of the present invention, and technical solution in the embodiment of the present invention carries out clear, complete
Site preparation description, it is clear that described embodiments are only a part of the embodiments of the present invention, instead of all the embodiments.It is based on
Embodiment in the present invention, it is obtained by those of ordinary skill in the art without making creative efforts every other
Embodiment shall fall within the protection scope of the present invention.
Embodiment one
As shown in Fig. 1, the present invention provides a kind of for being connected the worksheet method of multi-service subsystem and operator,
For being connected the worksheet method of multi-service subsystem and operator,
S1, establish new work order node: each service sub-system docking work order of multi-service subsystem generates interface and basis is asked
Source and problem types are inscribed, the first message of multiple association work orders is carried；According to problem source, type designated treatment process and
Handle people；
S2, node is accepted, comprising:
S201, the new work order of specific processing people has been specified to be distributed directly to respective operations people, by the multiple association work order
It merges to obtain and merges work order, generate and merge the corresponding processing workflow of work order, this stylish work order Status Change is in accepting；
S202, the not specified specific new work order for handling people enter corresponding processing group, are received by the processing group operator
Work order and processing of following up, work order Status Change are in accepting；
S3, processing node: the work order in accepting, operator are handled work order according to work order type, treatment process are as follows:
Merge work order described in S301, the corresponding processing workflow processing of the calling merging work order；
S302, Xiang Suoshu customer relation management functional entity send the second report for carrying the processing result for merging work order
Text；It is right using the processing workflow of the multiple association work order of acquisition and the corresponding reverse operating institute of the multiple association work order
The processing workflow answered generates and merges the corresponding processing workflow of work order, wherein the corresponding processing workflow of the merging work order
Normal processing path in include, it is the multiple association work order it is corresponding processing workflow normal processing path in part or
Whole service processing nodes, it is described merge work order it is corresponding processing workflow abnormality processing path in include the multiple pass
Business processing section some or all of in the normal processing path of processing workflow corresponding to the corresponding reverse operating of connection work order
Point；
S4, result node: having solved including work order, or has refused, or has terminated.
It is above-mentioned to different types of work order, each node has preparatory logical definition and present node circulation needs
The respective operations of completion.For different subservice scenes, the process flow of practical problem, the department for needing to participate in, Mei Gehuan
The logical construction of section is different；Pair that each node has preparatory logical definition and present node circulation to need to complete
It should operate, logical definition includes:
1, condition judges: the processing currently processed result of people.For example, selection refusal just terminates current work order, under selection continues
One step just circulates to next node.
2, node sequence: the work order of each type process to be treated is different, needs to pre-define；For example, replacing
Goods could circulate after needing corresponding order operation people to agree to arrives warehouse operation people, and warehouse operation people could flow after receiving the return of goods
Finance are gone to user's reimbursement.
The present invention is by the predefined of each nodal operation and prevents a possibility that the arriving wrong link that circulate, and improves entirety
Efficiency.The present invention allows the customized worksheet process of manager, and shorten new process flow establishes the period, reduces to skill
The dependence of art personnel reduces the maintenance cost of WorkForm System.Customer demand is directly solved, the process cycle of work order is shortened, and
Have the characteristics that save procedure links and human resources.
As shown in Fig. 2, the worksheet process of new work order is established automatically, comprising the following steps:
S11, new work order, first part's are established automatically by first part's subsystem that access work order generates interface
System includes: 400 phones, instant messaging, goods return and replacement application, want slips, questionnaire；
S12, new work order is distributed to corresponding customer service group with problem types according to the source of new work order；
S13, according to automatic allocation rule, corresponding customer service group order state is opened；
S14, work order, which enter, accepts state, --- currently processed node --- next processing by previous processing node
Node, until Resolving probiems；
S15, Resolving probiems work order Status Change are to have solved；If not receiving a reply for a long time, work order Status Change is
Terminate.
As shown in Fig. 3, new work order is assigned to problem types by corresponding customer service group according to the source of new work order, including
Following steps:
S31, specified specific processing people during turning single, then work order is in " in accepting " state；
S32, turn not specified specific processing people during list, then work order can enter trouble ticket pool to be processed；Automatic or manual point
With operator；
S33, to work order to be processed according to work order priority or first in first out, the automatic batch operation people of system；
S34, to work order to be processed by processing group group leader's manual allocation work order to group member.
As shown in Fig. 4, operator handles work order, comprising the following steps:
S41, operator's order, are handled；
S42, whether meet refusal condition, be, refuse；It is no, into S44；
It is closed after the completion of S43, processing, work order Status Change is to have refused；
S44, processing do not complete, and turn other groups by process or operator is handled；
S45, other groups or operator enter order processing status.
The foregoing description of the disclosed embodiments enables those skilled in the art to implement or use the present invention.
Various modifications to these embodiments will be readily apparent to those skilled in the art, as defined herein
General Principle can be realized in other embodiments without departing from the spirit or scope of the present invention.Therefore, of the invention
It is not intended to be limited to the embodiments shown herein, and is to fit to and the principles and novel features disclosed herein phase one
The widest scope of cause.
Claims (4)
1. a kind of for being connected the worksheet method of multi-service subsystem and operator, which comprises the following steps:
S1, establish new work order node: each service sub-system docking work order of multi-service subsystem generate interface and according to problem come
Source and problem types carry the first message of multiple association work orders；According to problem source, type designated treatment process and processing
People；
S2, node is accepted, comprising:
S201, it has specified the new work order of specific processing people to be distributed directly to respective operations people, the multiple association work order has been carried out
Merging obtains merging work order, generates and merges the corresponding processing workflow of work order, this stylish work order Status Change is in accepting；
S202, the not specified specific new work order for handling people enter corresponding processing group, receive work order by the processing group operator
And processing of following up, work order Status Change are in accepting；
S3, processing node: the work order in accepting, operator are handled work order according to work order type, treatment process are as follows:
Merge work order described in S301, the corresponding processing workflow processing of the calling merging work order；
S302, Xiang Suoshu customer relation management functional entity send the second message for carrying the processing result for merging work order；
Corresponding to processing workflow and the corresponding reverse operating of the multiple association work order using the multiple association work order of acquisition
Processing workflow, generate and merge the corresponding processing workflow of work order, wherein the work order corresponding processing workflow of merging
It include the part or complete in the multiple normal processing path for being associated with the corresponding processing workflow of work order in normal processing path
Portion's service processing node, it is described merge work order it is corresponding processing workflow abnormality processing path in include the multiple association
Service processing node some or all of in the normal processing path of processing workflow corresponding to the corresponding reverse operating of work order；
S4, result node: having solved including work order, or has refused, or has terminated.
2. the method according to claim 1, wherein establish the worksheet process of new work order automatically, including with
Lower step:
S11, new work order, first part's subsystem are established by first part's subsystem that access work order generates interface automatically
It include: 400 phones, instant messaging, goods return and replacement application, want slips, questionnaire；
S12, new work order is distributed to corresponding customer service group with problem types according to the source of new work order；
S13, according to automatic allocation rule, corresponding customer service group order state is opened；
S14, work order, which enter, accepts state, --- currently processed node --- next processing section by previous processing node
Point, until Resolving probiems；
S15, Resolving probiems work order Status Change are to have solved；If not receiving a reply for a long time, work order Status Change is to have terminated.
3. according to the method described in claim 2, it is characterized in that, new work order is divided according to the source of new work order and problem types
It is fitted on corresponding customer service group, comprising the following steps:
S31, specified specific processing people during turning single, then work order is in " in accepting " state；
S32, turn not specified specific processing people during list, then work order can enter trouble ticket pool to be processed；Automatic or manual distribution behaviour
Make people；
S33, to work order to be processed according to work order priority or first in first out, the automatic batch operation people of system；
S34, to work order to be processed by processing group group leader's manual allocation work order to group member.
4. method according to any one of claims 1 to 3, which is characterized in that operator handles work order, including following step
It is rapid:
S41, operator's order, are handled；
S42, whether meet refusal condition, be, refuse；It is no, into S44；
It is closed after the completion of S43, processing, work order Status Change is to have refused；
S44, processing do not complete, and turn other groups by process or operator is handled；
S45, other groups or operator enter order processing status.
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112070455A (en) * | 2020-07-29 | 2020-12-11 | 广东飞企互联科技股份有限公司 | Work order processing method based on client profiling |
| CN112235471A (en) * | 2020-09-01 | 2021-01-15 | 深圳市道旅旅游科技股份有限公司 | Call center work order processing method and device, computer equipment and storage medium |
-
2019
- 2019-07-19 CN CN201910652632.9A patent/CN110363506A/en active Pending
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112070455A (en) * | 2020-07-29 | 2020-12-11 | 广东飞企互联科技股份有限公司 | Work order processing method based on client profiling |
| CN112235471A (en) * | 2020-09-01 | 2021-01-15 | 深圳市道旅旅游科技股份有限公司 | Call center work order processing method and device, computer equipment and storage medium |
| CN112235471B (en) * | 2020-09-01 | 2022-08-23 | 深圳市道旅旅游科技股份有限公司 | Call center work order processing method and device, computer equipment and storage medium |
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Application publication date: 20191022 |