CN111193620A - Mobile work order processing method and system based on call center - Google Patents
Mobile work order processing method and system based on call center Download PDFInfo
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- H—ELECTRICITY
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- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L41/00—Arrangements for maintenance, administration or management of data switching networks, e.g. of packet switching networks
- H04L41/50—Network service management, e.g. ensuring proper service fulfilment according to agreements
- H04L41/5061—Network service management, e.g. ensuring proper service fulfilment according to agreements characterised by the interaction between service providers and their network customers, e.g. customer relationship management
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
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Abstract
A processing method of mobile work orders based on a call center adopts an OSGI modular system, a distributed architecture and MVC layered processing, the work order processing flow is divided into a plurality of independent stages, and the processing method comprises the following steps: in the stage to be assigned, two treatments of invalidation and assignment can be carried out; in the stage of accepting, three treatments of invalidation, acceptance and rejection can be carried out; in the accepted stage, three treatments of invalidation, treatment and transfer can be carried out; in the processing stage, three treatments of invalidation, transfer and completion can be carried out; in the finished stage, four processes of settlement, return visit, closing and reopening can be carried out; and finishing the stage to finish the work order closed loop. By adopting the modes of OSGI modular system, distributed architecture processing and the like, the call center can immediately create, assign, distribute, receive orders and the like, and the method helps related personnel to carry out storage management and improves management efficiency.
Description
Technical Field
The invention relates to the technical field of computer networks, in particular to a mobile work order processing method and system based on a call center.
Background
The existing work order management software is not based on a call center and mobile order dispatching. The traditional scheme has the following defects: 1. only the work order content and the progress are expanded, the work orders are not circulated timely and effectively, and the simplification is serious. 2. The engineer supervises and cannot find the client problem and solve the problem in time. 3. The storage is messy, the equipment and spare parts are not managed by the system, and the operation and approval processes of transferring and entering and exiting the warehouse are slow.
The invention aims to establish and manage each role personnel based on a call center system, realize flow operation in work, find and solve problems in time and make warehousing management and work order progress more transparent.
Disclosure of Invention
The invention provides a processing method of a mobile work order based on a call center, which adopts an OSGI modular system, a distributed architecture and MVC layered processing, wherein the work order processing flow is divided into a plurality of independent stages, and comprises the following steps: in the stage to be assigned, two treatments of invalidation and assignment can be carried out;
in the stage of accepting, three treatments of invalidation, acceptance and rejection can be carried out;
in the accepted stage, three treatments of invalidation, treatment and transfer can be carried out;
in the processing stage, three treatments of invalidation, transfer and completion can be carried out;
in the finished stage, four processes of settlement, return visit, closing and reopening can be carried out;
and finishing the stage to finish the work order closed loop.
In an embodiment of the disclosure, in the to-be-assigned stage, the customer service checks the calendar of the engineer, and dispatches the work order according to the scheduling condition of the engineer, or directly dispatches the work order to the waiting engineer, or dispatches the work order to the work order pool, or dispatches the work order to the engineer nearby according to a real-time dynamic map of the engineer.
In an embodiment of the present disclosure, in the to-be-assigned stage, the dispatching manner is divided into two manners, namely automatic dispatching and manual dispatching, according to the operation of the user.
In an embodiment of the present disclosure, the automatic dispatch mode is an automatic dispatch mode by using a process engine according to a defined message mechanism.
In one embodiment of the disclosure, the accepted phase preferentially uses spare parts of the engineer's personal inventory to generate personal inventory in and out records.
The invention also provides a processing system of the mobile work order based on the call center, which adopts an OSGI modular system, a distributed architecture and MVC layered processing, and the work order processing types are divided into a plurality of types which are independent respectively, and the processing system comprises:
the work order to be assigned can be subjected to two treatments of invalidation and assignment;
the work order to be accepted can be processed by three treatments of invalidation, acceptance and rejection;
the accepted work order can be subjected to three treatments of invalidation, treatment and transfer;
the work order is processed, and three processes of invalidation, transfer and completion can be carried out;
the finished worksheet can be subjected to four processes of settlement, return visit, closing and reopening;
and finishing the work order to complete the work order closed loop.
In an embodiment of the present disclosure, for
And in the stage to be assigned, the customer service checks the calendar of the engineer, dispatches the work order according to the scheduling condition of the engineer, can also directly dispatch the work order to the waiting engineer, or dispatches the work order to a work order pool, or dispatches the work order to the engineer nearby according to a real-time dynamic map of the engineer.
In an embodiment of the present disclosure, for the to-be-assigned stage, the dispatching manner is divided into two manners, namely automatic dispatching and manual dispatching, according to the operation of the user.
In an embodiment of the present disclosure, the automatic dispatch mode is an automatic dispatch mode by using a process engine according to a defined message mechanism.
In one embodiment of the present disclosure, for an accepted phase, the spare parts of the engineer's personal inventory are preferentially used to generate personal inventory in and out records.
The scheme provides implementation and management of the mobile work order based on the call center, and the call center can immediately create, assign, distribute, receive orders and the like by adopting an OSGI modular system, a distributed architecture processing mode and the like, so that related personnel can be helped to carry out storage management, and the management efficiency is improved. The system comprises a data acquisition and input system, a work order execution state management system, a data query and statistical analysis system and a notification reminding system.
Additional features and advantages of embodiments of the invention will be set forth in the description which follows, and in part will be obvious from the description, or may be learned by the practice of the invention. The objectives and other advantages of the invention will be realized and attained by the structure particularly pointed out in the written description and claims hereof as well as the appended drawings.
The technical solutions of the embodiments of the present invention are further described in detail with reference to the accompanying drawings and embodiments.
Drawings
FIG. 1 is a flow chart of a method for processing a mobile work order based on a call center;
FIG. 2 is a schematic diagram of stages of call center based mobile work order processing;
fig. 3 is a block diagram of a workflow management system.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention more apparent, the present invention is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention. In addition, the technical features involved in the embodiments of the present invention described below may be combined with each other as long as they do not conflict with each other.
Realization idea
The invention adopts OSGI modular system, distributed architecture and MVC layered processing, then customer service members create work orders in real time and assign the work orders to corresponding engineers, the engineers can apply for allocating stock and supporting positioning card punching at any time, all work order progress and dynamic state are automatically recorded in work order service, high assistance is realized in work order management, work coordination force is improved, and thus risks such as work order delay and interruption are reduced. OSGI modalizes dynamic loading, hot deployment, allowing multiple versions of bundule to be serviced simultaneously. The MVC framework forcibly divides the implementation functions of each layer, processes respective tasks, is beneficial to decoupling, and greatly enhances the readability and maintainability of codes.
The system adopts a core application engine (workflow engine, instant message engine) dual-engine mechanism, and has the outstanding characteristics that the application engine is taken as the core, the application of business process, flow execution message, personal transaction processing and the like is emphasized to be applied to integration, the cooperation and tracking among businesses, the coordination among departments and the improvement of the operation efficiency of enterprises are realized, an OSGI modular system, a distributed architecture and MVC layered processing are adopted, then a work order is created by customer service members in real time and assigned to corresponding engineers, the engineers can apply for allocating stock at any time and supporting positioning card punching, all work order progresses and dynamic automatic recording work order services realize high assistance in work order management and improve the work coordination force, thereby reducing the risks of work order delay, interruption and the like.
And configuring service function points and resources of the application service module in a web background by using the application service module provided by the system, and bringing the configured functions into an authority management system. By the method, the business systems of the enterprises are integrated, and the purposes of quick and agile development and application can be achieved.
The system functions are given to the user through the role definition of the system, and the user can start some menus and buttons on a certain program and operation interface. Binding the functionality provided by the system to the user. The authority is to bind data and files in the system to the user. The permissions of the bundles of the permissions management (PermissionAdmin) are maintained by the OSGI service. Once they are set, the rights service activates immediately. For convenience of rights management, rights management is divided into the following settings:
1) and automatically granting according to the work requirement. And whether the project responsible person has the authority of inquiring, getting, distributing, transferring, allocating and the like.
2) Setting authority according to positions;
3) the system administrator sets the authority: the system administrator may sort the administrative privileges according to function.
Each of the right control mechanisms is in the server, not the foreground. Even if all source programs are in the foreground, no access to archived data on the server is possible without authorization. One type of rights management is managed separately from the other. Even if a user having one authority does not have another authority, the function cannot be operated. In the workflow, the system dynamically assigns roles and permissions to ensure that the permissions are managed in a particular environment.
As shown in FIG. 1, the main flow of the mobile work order processing method based on the call center of the invention comprises seven links of work order initiation, work order assignment, one-key pick-up, spare part pick-up, on-site service, work order settlement and return visit. The step of initiating the work order is decomposed into different execution roles according to the business, and the work order is created to generate a work order which is convenient for the whole execution flow, the stock taking and the expense accounting. 1, a user dials an enterprise call center telephone to make a problem processing request, and a customer service response request initiates a problem processing work order; 2. an enterprise wechat external contact initiates a problem handling request work order through a wechat contact engineer; 3. a user accesses to an enterprise online customer service in a whole channel, and the customer service responds to a request to initiate a problem handling work order; 4. users pay attention to the enterprise WeChat public number and independently initiate a problem handling work order through enterprise WeChat. While classifying when creating the work order: maintenance work orders, installation work orders, construction work orders, and the like. The workflow engine allows different work orders under the same engineer to be executed in different nodes. And for the initiated work order, the customer service checks the calendar of the engineer and dispatches the work order according to the scheduling condition of the engineer. Or may be directly dispatched to waiting engineers. If the customer service can not find the engineer in time, the customer service can be firstly sent to the work order pool and processed by the work order processing personnel. In work order processing, it is the optimal choice to dispatch to the engineer nearby, based on the real-time dynamic map of the engineer. The dispatching mode is divided into an automatic dispatching mode and a manual dispatching mode according to the operation of a user. And (4) an automatic dispatching mode, namely automatically dispatching according to a defined message mechanism if a process engine is adopted. The message notification mechanism has the following modes:
1) adopting a system internal message mechanism: and sending a system message, wherein the assigned tasks can be seen in the tasks to be handled of the receiver.
2) Through IM instant communication, the receiver can receive message prompt at the 'small secret assistant' and can directly enter the distributed work order interface by clicking the message.
3) And the information can be directly sent to the WeChat service signal in the mode of WeChat message by combining with the WeChat.
The engineer can check the work order in real time through the small program of the engineer, and the work order can be received by one key or the map of the engineer. The engineer receives the work order, firstly checks the details of the work order, knows the required spare parts, then checks the inventory of the spare parts, and applies for the spare parts in the warehouse according to the requirements of the work order to generate a delivery record. Allowing engineers to build personal inventory, preserving the requisite accessories. If the engineer has the required spare parts in the personal inventory, the spare parts in the personal inventory can be used firstly to generate the personal inventory in-out record. And then replenish the personal inventory. And after the engineer receives the order, performing field service according to the work order. And the engineer reports the geographical position of the latest work order through the mobile terminal and arrives at the service site according to the work order appointment time. The system is sent to the client of the incoming call delivery in a short message mode, and meanwhile, the time and the place of the report of an engineer can be recorded, so that the system is convenient for a manager to carry out work order statistics and performance assessment.
The engineer first presents the work order to the customer on site, asks the customer to confirm the problem, and begins work order processing. And after the processing is finished, the customer is asked to confirm that the problem processing is finished, and a receipt is filled to finish the work order. And entering a work order settlement link after the work order service is completed, wherein the enterprise work order service system is connected with an enterprise WeChat commercial tenant, and a user calls a settlement page through an APP to perform mobile settlement, and then code scanning is performed to pay the work order cost and enter an enterprise account. The last link of work order processing is return visit. The customer service revisiting personnel checks the non-revisited work order on the 'post-completion processing work order' page, and performs call revisit on the customer to confirm the problem solving condition of the user. And the return visit of the user promotes the user experience, ensures the service quality and completes the work order closed loop.
Fig. 2 shows the state of each stage of the main flow of the mobile work order processing method based on the call center. The present invention divides a work order into a plurality of states according to a workflow engine. Firstly, the work order enters a state to be assigned after being created. In this state, the work order can be both invalidated and designated. After the work order is assigned, two directions are available according to the allocation object, and the work order is to be accepted and the work order pool state is to be obtained. The work orders in the work order pool can continue to be processed into three types of treatment, namely invalidation, assignment and getting. The work order in the state to be accepted can be subjected to three processes of invalidation, acceptance and rejection. The work orders taken from the work order pool directly enter the accepted state. The work order enters the accepted state and can be processed by three processes of invalidation, treatment and transfer. And the dispatched work order enters the state to be accepted again. The work order processing enters the in-process state. The work order in the processing state can be processed by three processes of invalidation, transfer and completion. The processed work order enters a finished state, and the work order can be subjected to four processes of settlement, return visit, closing and reopening. And finally, the closed work order enters the finished state. The work order in the finished state is not processed any more.
FIG. 3 is a block diagram of a workflow management system of the present invention. The work flow management system comprises a management configuration module, a work order flow design module, a work order authority management module, an inventory flow design module, an inventory authority configuration module, a flow monitoring module and a report counting module.
The management configuration module can classify and manage the authority according to the functions for a system administrator.
The work order flow design module designs the processing flow of the work order according to the type of the work order.
And the work order authority management module sets and configures the role authority of the work order according to the type of the work order.
The inventory process design module designs an inventory process for different spare parts.
And the inventory authority configuration module automatically grants the authorities of picking up, warehousing, transferring and the like of the spare parts according to the working requirement.
The process monitoring module examines the execution condition of the work order according to a plurality of angles such as the execution efficiency, the contract amount, the satisfaction degree of the customer and the like; and executing the key monitoring points according to the work order, and generating monitoring report data by the system according to the monitoring points and the execution condition, and displaying the monitoring report data in various modes, such as a histogram, a pie chart, a curve chart and the like.
The report statistics module has the function of statistical analysis of the work order. In order to obtain the timely task completion condition, important information can be obtained through statistical analysis of the execution time condition of the work order. The history of the abnormal work order information may also provide important data for maintenance.
The invention adopts OSGI modular system, distributed architecture and MVC layered processing, creates the work order in real time by the customer service member and assigns to the corresponding engineer, the engineer can apply for allocating stock at any time, support positioning and card punching, and all work order progress and dynamic automatic recording work order service, and in work order management, high assistance is realized, and work coordination force is improved, thereby reducing risks such as work order delay and interruption. The combination of the call center and the mobile work order system is realized, the on-site service problem of the customer is solved, and a perfect service scheme is provided.
The above description is only for the purpose of illustrating the preferred embodiments of the present invention, and is not to be construed as limiting the invention since the present invention is more easily understood by those skilled in the art, and any modifications, equivalents and improvements made within the spirit and principle of the present invention should be included in the protection scope of the present invention.
Claims (10)
1. A processing method of mobile work orders based on a call center is characterized in that an OSGI modular system, a distributed architecture and MVC layered processing are adopted, and a work order processing flow is divided into a plurality of independent stages, and comprises the following steps:
in the stage to be assigned, two treatments of invalidation and assignment can be carried out;
in the stage of accepting, three treatments of invalidation, acceptance and rejection can be carried out;
in the accepted stage, three treatments of invalidation, treatment and transfer can be carried out;
in the processing stage, three treatments of invalidation, transfer and completion can be carried out;
in the finished stage, four processes of settlement, return visit, closing and reopening can be carried out;
and finishing the stage to finish the work order closed loop.
2. The method of claim 1, wherein the to-be-assigned stage is assigned to the engineer by the customer service viewing an engineer calendar, by assignment of work orders to the engineer, directly to waiting engineers, to a work order pool, or by proximity to the engineers based on a real-time dynamic map of the engineers.
3. The method of claim 1, wherein the assignment mode is divided into automatic assignment and manual assignment modes according to the operation of a user.
4. The method of claim 3, wherein the automatic dispatch is automatically dispatched using a process engine based on a defined message mechanism.
5. The method of claim 1, wherein the accepted phase preferentially uses spare parts of the engineer's personal inventory to generate personal inventory in and out records.
6. A processing system of mobile work orders based on a call center is characterized in that an OSGI modular system, a distributed architecture and MVC layered processing are adopted, the work order processing types are divided into a plurality of types which are independent respectively, and the processing system comprises:
the work order to be assigned can be subjected to two treatments of invalidation and assignment;
the work order to be accepted can be processed by three treatments of invalidation, acceptance and rejection;
the accepted work order can be subjected to three treatments of invalidation, treatment and transfer;
the work order is processed, and three processes of invalidation, transfer and completion can be carried out;
the finished worksheet can be subjected to four processes of settlement, return visit, closing and reopening;
and finishing the work order to complete the work order closed loop.
7. The system of claim 6, wherein for the work orders to be assigned, the customer service checks the engineer calendar, dispatches the work orders as a function of the shift schedule of the engineer, may dispatch the work orders directly to waiting engineers, or to a work order pool, or may dispatch work orders to engineers nearby based on a real-time dynamic map of the engineer.
8. The system of claim 6, wherein for work orders to be assigned, the manner of serving is divided into automatic and manual serving with respect to user operation.
9. The system of claim 8, wherein the automatic dispatch is automatically dispatched using a process engine automatically according to a defined message mechanism.
10. The system of claim 6, wherein for accepted work orders, the individual inventory entry and exit records are generated using the spare parts of the engineer's individual inventory with priority.
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Cited By (1)
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| CN112347160A (en) * | 2020-11-13 | 2021-02-09 | 广州太信信息科技有限公司 | Work order management method, system and storage medium based on call center system |
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Application publication date: 20200522 |