CN111967785A - Optimization processing method and device for business handling of bank outlets - Google Patents
Optimization processing method and device for business handling of bank outlets Download PDFInfo
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- CN111967785A CN111967785A CN202010869003.4A CN202010869003A CN111967785A CN 111967785 A CN111967785 A CN 111967785A CN 202010869003 A CN202010869003 A CN 202010869003A CN 111967785 A CN111967785 A CN 111967785A
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06311—Scheduling, planning or task assignment for a person or group
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06315—Needs-based resource requirements planning or analysis
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- G—PHYSICS
- G07—CHECKING-DEVICES
- G07C—TIME OR ATTENDANCE REGISTERS; REGISTERING OR INDICATING THE WORKING OF MACHINES; GENERATING RANDOM NUMBERS; VOTING OR LOTTERY APPARATUS; ARRANGEMENTS, SYSTEMS OR APPARATUS FOR CHECKING NOT PROVIDED FOR ELSEWHERE
- G07C11/00—Arrangements, systems or apparatus for checking, e.g. the occurrence of a condition, not provided for elsewhere
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- G—PHYSICS
- G07—CHECKING-DEVICES
- G07C—TIME OR ATTENDANCE REGISTERS; REGISTERING OR INDICATING THE WORKING OF MACHINES; GENERATING RANDOM NUMBERS; VOTING OR LOTTERY APPARATUS; ARRANGEMENTS, SYSTEMS OR APPARATUS FOR CHECKING NOT PROVIDED FOR ELSEWHERE
- G07C11/00—Arrangements, systems or apparatus for checking, e.g. the occurrence of a condition, not provided for elsewhere
- G07C2011/04—Arrangements, systems or apparatus for checking, e.g. the occurrence of a condition, not provided for elsewhere related to queuing systems
Abstract
The invention discloses an optimization processing method and a device for bank branch business handling, wherein the method comprises the following steps: the method comprises the steps of collecting client queuing queue states of all service handling channels in a bank outlet in real time; calculating the business pressure value of each business handling channel according to the client queuing queue state of each business handling channel and the incidence relation between the client queuing queue state and the historical records of business handling of workers; and when the business pressure value of any business handling channel in the bank outlets exceeds a preset threshold value, sending out alarm information for assisting in handling the business to the staff of the business handling channel of which the business pressure value does not exceed the preset threshold value in the bank outlets. The invention can realize the purpose of allocating workers to the business handling channels with business pressure values exceeding the preset threshold value according to the sent warning information for assisting the handling business, thereby avoiding the need of queuing for a long time for the customers, improving the customer experience and improving the comprehensive office efficiency of the bank outlets.
Description
Technical Field
The invention relates to the technical field of financial science and technology, in particular to an optimization processing method and device for bank branch business handling.
Background
This section is intended to provide a background or context to the embodiments of the invention that are recited in the claims. The description herein is not admitted to be prior art by inclusion in this section.
At present, various banking outlets provide various types of services for clients to select service handling, and the various types of services can comprise different services under different service handling channels, wherein the different service handling channels comprise public channels, private channels, self-service handling channels and the like, and the different services can comprise services such as account transfer, card opening and the like.
However, in the conventional mode, the number of workers and personnel allocated by the bank for each business transaction channel are fixed. The staff in each service processing channel can only process the services in the corresponding service processing channel according to the set work distribution, and cannot flexibly flow the services in other service processing channels.
When the number of customers of a certain service processing channel increases, a large number of customers are generally queued, so that the business pressure of workers handling the service processing channel is too high. And because of the staff of each business transaction channel is fixed among the traditional mode, can not flow the business of handling other business transaction channels, lead to all staff of bank website can not carry out business processing simultaneously, like under one time, some staff are extremely busy, some staff are extremely idle, lead to customer's the waiting time of lining up longer, influence customer experience to the waste of bank resource has been caused, and then lead to the comprehensive office efficiency of bank website to hang down excessively.
Disclosure of Invention
The embodiment of the invention provides an optimization processing method for business handling of banking outlets, which is used for effectively shortening the queuing length of a client and reducing the waiting queuing time of the client, and comprises the following steps:
the method comprises the steps of collecting client queuing queue states of all service handling channels in a bank outlet in real time; the client queuing queue state comprises the number of clients and the types of services to be handled of the clients; the business handling channel comprises a plurality of windows for handling different businesses;
calculating the business pressure value of each business handling channel according to the client queuing queue state of each business handling channel and the incidence relation between the client queuing queue state and the historical records of business handling of workers; the business pressure value is used for representing the waiting time required by the client for handling the business;
and when the business pressure value of any business handling channel in the bank outlets exceeds a preset threshold value, sending out alarm information for assisting in handling the business to the staff of the business handling channel of which the business pressure value does not exceed the preset threshold value in the bank outlets.
The embodiment of the invention also provides an optimization processing device for business handling of bank outlets, which is used for flexibly allocating workers to avoid long-time queuing waiting of customers and comprises the following components:
the information acquisition module is used for acquiring the client queuing queue state of each business handling channel in a bank outlet in real time; the client queuing queue state comprises the number of clients and the types of services to be handled of the clients; the business handling channel comprises a plurality of windows for handling different businesses;
the business pressure value calculation module is used for calculating the business pressure values of all the business handling channels according to the client queuing queue states of all the business handling channels and the incidence relation between the client queuing queue states and the historical records of business handling of workers; the business pressure value is used for representing the waiting time required by the client for handling the business;
and the warning module is used for sending warning information for assisting in handling the business to the staff of the business handling channel of which the business pressure value does not exceed the preset threshold value in the bank outlets when the business pressure value of any business handling channel in the bank outlets exceeds the preset threshold value.
The embodiment of the invention also provides computer equipment which comprises a memory, a processor and a computer program which is stored on the memory and can run on the processor, wherein the processor realizes the optimization processing method for the business handling of the bank outlets when executing the computer program.
The embodiment of the invention also provides a computer readable storage medium, which stores a computer program for executing the optimization processing method for banking outlet business transaction.
In the embodiment of the invention, the client queuing queue state of each service transaction channel in a bank outlet is collected in real time; the client queuing queue state comprises the number of clients and the types of services to be handled of the clients; the business handling channel comprises a plurality of windows for handling different businesses; calculating the business pressure value of each business handling channel according to the client queuing queue state of each business handling channel and the incidence relation between the client queuing queue state and the historical records of business handling of workers; the business pressure value is used for representing the waiting time required by the client for handling the business; when the business pressure value of channel is handled to arbitrary business in the bank branch surpassed preset threshold value, to the staff of channel is handled to the business that business pressure value did not surpass preset threshold value in the bank branch sends and helps the alarm information who handles the business, thereby can be according to the alarm information who helps handling the business that sends, realize handling the channel allotment staff's purpose to the business that business pressure value surpassed preset threshold value, through increasing the staff number of channel is handled to the business, avoid the customer to need queue up for a long time, customer experience has been promoted. Compared with the prior art, the problem of bank resource waste caused by the fact that staff of each business handling channel is fixed and cannot be flexibly allocated is solved, and the comprehensive office efficiency of the bank outlets is improved.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts. In the drawings:
FIG. 1 is a schematic flow chart of an optimized processing method for transaction of banking outlets in an embodiment of the present invention;
FIG. 2 is a diagram illustrating an exemplary embodiment of a method for optimizing transaction processing of banking outlets;
FIG. 3 is a diagram illustrating an exemplary embodiment of a method for optimizing transaction processing of banking outlets according to the present invention;
FIG. 4 is a schematic structural diagram of an optimization processing apparatus for banking outlet transaction in an embodiment of the present invention;
fig. 5 is a specific example diagram of an optimized processing device for banking outlet transaction according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the embodiments of the present invention more apparent, the embodiments of the present invention are further described in detail below with reference to the accompanying drawings. The exemplary embodiments and descriptions of the present invention are provided to explain the present invention, but not to limit the present invention.
Fig. 1 is a schematic flow chart of an optimization processing method for banking outlet business transaction in an embodiment of the present invention, and as shown in fig. 1, the optimization processing method for banking outlet business transaction provided in an embodiment of the present invention may include:
step 101: the method comprises the steps of collecting client queuing queue states of all service handling channels in a bank outlet in real time; the client queuing queue state comprises the number of clients and the types of services to be handled of the clients; the business handling channel comprises a plurality of windows for handling different businesses;
step 102: calculating the business pressure value of each business handling channel according to the client queuing queue state of each business handling channel and the incidence relation between the client queuing queue state and the historical records of business handling of workers; the business pressure value is used for representing the waiting time required by the client for handling the business;
step 103: and when the business pressure value of any business handling channel in the bank outlets exceeds a preset threshold value, sending out alarm information for assisting in handling the business to the staff of the business handling channel of which the business pressure value does not exceed the preset threshold value in the bank outlets.
In the embodiment of the invention, the client queuing queue state of each service transaction channel in a bank outlet is collected in real time; the client queuing queue state comprises the number of clients and the types of services to be handled of the clients; the business handling channel comprises a plurality of windows for handling different businesses; calculating the business pressure value of each business handling channel according to the client queuing queue state of each business handling channel and the incidence relation between the client queuing queue state and the historical records of business handling of workers; the business pressure value is used for representing the waiting time required by the client for handling the business; when the business pressure value of channel is handled to arbitrary business in the bank branch surpassed preset threshold value, to the staff of channel is handled to the business that business pressure value did not surpass preset threshold value in the bank branch sends and helps the alarm information who handles the business, thereby can be according to the alarm information who helps handling the business that sends, realize handling the channel allotment staff's purpose to the business that business pressure value surpassed preset threshold value, through increasing the staff number of channel is handled to the business, avoid the customer to need queue up for a long time, customer experience has been promoted. Compared with the prior art, the problem of bank resource waste caused by the fact that staff of each business handling channel is fixed and cannot be flexibly allocated is solved, and the comprehensive office efficiency of the bank outlets is improved.
When the method is concretely implemented, firstly, the client queuing queue state of each business transaction channel in a bank outlet is collected in real time; the client queuing queue state comprises the number of clients and the types of services to be handled of the clients; the business transaction channel includes a plurality of windows for transaction of different businesses.
In the embodiment, the number of clients and the types of the services to be handled by the clients in each service handling channel in the bank outlets are collected in real time, and the collected number of the clients and the types of the services to be handled by the clients in each service handling channel in the bank outlets are recorded. The service handling channel comprises a plurality of windows for handling different services, such as a public channel, a private channel and a self-service handling channel.
In the embodiment, the client queuing queue state of each service transaction channel in the bank outlets is collected in real time, so that the optimization processing of service transaction in the subsequent steps is facilitated.
In specific implementation, after the client queuing queue state of each business handling channel in a bank outlet is collected in real time, the business pressure value of each business handling channel is calculated according to the client queuing queue state of each business handling channel and the incidence relation between the client queuing queue state and the historical records of business handling of workers; the business pressure value is used for representing the waiting time required by the client to handle the business.
In the embodiment, the business pressure value of each business transaction channel is calculated according to the client queuing queue state of each business transaction channel and the incidence relation between the client queuing queue state and the historical records of business transaction of workers, wherein the business pressure value can be used for grading each business transaction channel so as to represent whether the waiting time required by the client for transaction of the business is over-limit or not.
In the embodiment, the business pressure values of the business handling channels are calculated, so that staff allocation is favorably carried out on the business handling channels with the business pressure values exceeding the preset threshold value in the subsequent steps, the number of workers in the business handling channels is increased, the condition that customers need to wait in line for a long time is avoided, and the customer experience is improved.
In specific implementation, as shown in fig. 2, the method for optimizing service handling at a bank branch provided in the embodiment of the present invention may further include:
step 201: acquiring historical processing average time of different services under each service handling channel;
step 202: acquiring historical records of business handling of staff under each business handling channel; the historical records comprise the types and the number of the business handling of workers under each business handling channel and the average handling time of different businesses;
step 203: and determining the association relationship between the queuing state of the client in each business handling channel and the historical record of the business handling of the staff according to the average historical processing time of different businesses in each business handling channel, the historical record of the business handling of the staff in each business handling channel and the queuing state of the client in each business handling channel.
In the embodiment, the analysis of the bank history record file can be realized through the acquired average time length of the history processing of different services under each service processing channel, the history records of the service processing of the staff under each service processing channel and the client queuing state of each service processing channel, so that the determination of the incidence relation between the client queuing state of each service processing channel and the history records of the service processing of the staff in the subsequent steps is facilitated, and the business pressure value of each service processing channel is calculated.
In specific implementation, there are various methods for determining the association relationship between the queue status of the client under each service transaction channel and the historical records of the service transaction of the staff, for example, the method may include: determining the incidence relation between the client queuing state and the historical record of the business handling of the staff in each business handling channel according to the following formula:
wherein, WmThe business pressure value of the mth business handling channel; qiThe sum of the expected waiting time of all clients of the ith staff under the business handling channel; the estimated waiting time sum is determined according to the average historical processing time length of different services under each service processing channel, the number of clients of each service processing channel and the type of the services to be processed by the clients;
the number of nth type services in the services processed by the ith staff under the service processing channel accounts for the proportion of the number of all services processed by the staff; the proportion is determined according to the types and the number of the business handling of workers under each business handling channel;
the average handling time for handling the nth type of service for the ith staff under the service handling channel; kiThe number of types of services that the ith staff member can handle for the service handling channel. The estimated waiting time sum is obtained by acquiring the number of clients and the types of the services to be handled of the clients in each service handling channel and summing the historical processing average time of the types of the services to be handled of the clients;
in the examples, in WmGreater than or equal toWhen a first threshold value is set, the length of a queuing queue of a client under the service handling channel is over limit, and manual allocation is needed, wherein the preset first threshold value can be 6; at WmWhen the preset second threshold value is larger than the preset second threshold value and is smaller than or equal to the preset first threshold value, the length of a queuing queue of a client under the service handling channel is not over-limited, the service handling channel is in a busy state, and if the human resources are sufficient, the manual allocation can be carried out, wherein the preset second threshold value can be 4; at WmWhen the value is less than or equal to the preset second threshold and is greater than the preset third threshold, the length of the queue of the client under the service handling channel is not over-limited, and the service handling channel is in a general busy level and does not need manual allocation, wherein the preset third threshold can be 3; at WmWhen the value is less than or equal to a preset third threshold value and is greater than a preset fourth threshold value, the length of a queuing queue of a client under the service handling channel is not over-limited, the service handling channel is in a partial idle state, and manual allocation can be carried out to other channels, wherein the preset fourth threshold value can be 2; at WmAnd when the value is less than or equal to the preset fourth threshold value, the length of the queue of the client under the service handling channel is not over-limited, the service handling channel is in a free state, and the pressure of business is almost zero, so that the manual allocation can be carried out to other channels.
In the above embodiment, by constructing a formula of an association relationship between the queuing state of the client in each business handling channel and the historical record of business handling by the staff, the average historical processing time of different businesses in each business handling channel in the obtained bank historical records, the historical record of business handling by the staff in each business handling channel, and the queuing state of the client in each business handling channel in reality of the bank can be combined together, which is beneficial to calculating the business pressure value of each business handling channel in the subsequent steps.
In specific implementation, after the business pressure value of each business handling channel is calculated according to the client queuing queue state of each business handling channel and the incidence relation of historical records of business handling of workers, when the business pressure value of any business handling channel in the bank outlets exceeds a preset threshold value, the business handling channel workers whose business pressure value does not exceed the preset threshold value in the bank outlets send out warning information for assisting in handling business.
In the embodiment, when the business pressure value of any business handling channel exceeds a preset threshold, an alarm message for assisting in handling the business is sent to the staff of the business handling channel of which the business pressure value does not exceed the preset threshold in the bank outlet. The intelligent device carried by the staff can send out warning information for assisting in handling the business to the staff of the business handling channel of which the business pressure value does not exceed the preset threshold value in the bank outlet. The intelligent device carried by the staff can comprise a mobile terminal carried by the staff, such as a mobile phone or an interphone.
In the embodiment, by sending the warning information of the service handling, the staff in the service handling channel with the business pressure value not exceeding the preset threshold value in the bank outlets can select whether to apply to transferring the service handling channel with the business pressure value exceeding the preset threshold value according to the warning information of the service handling, so that the purpose of allocating the staff to the service handling channel with the business pressure value exceeding the preset threshold value can be realized, the number of the staff in the service handling channel can be increased in the subsequent steps, the client is prevented from waiting in line for a long time, and the client experience is improved.
In the above embodiment, after the warning information for assisting the business handling is sent to the staff in the business handling channels whose business pressure values do not exceed the preset threshold value in the bank outlets, the staff deployment list may be generated according to the feedback result of the received warning information and the business pressure values of the business handling channels. The feedback result of the alarm information may include: the feedback result of the alarm information by the staff of other business handling channels, such as the application of self-allocation of the business handling channels with business pressure values exceeding the preset threshold value by the staff; the feedback result of the alarm information may further include: the management of the hall of the bank outlets processes the alarm information, for example, the management of the hall of the bank outlets makes the human resource transfer decision according to the business pressure value of each business handling channel after analyzing.
In specific implementation, the method for optimizing the business transaction of a bank branch provided in the embodiment of the present invention may further include: collecting working records of business handling of staff under each business handling channel in real time; the work records comprise the types and the number of the services handled by the staff in each service handling channel and the average handling time of different services; and correcting the association relationship between the client queuing state and the historical records of the business handling of the staff according to the business handling records of the staff under each business handling channel.
In an embodiment, there are various methods for correcting the association relationship between the client queuing state and the history of the business handling of the staff according to the work records of the business handling of the staff in each business handling channel, for example, as shown in fig. 3, the method may include:
step 301: updating the obtained historical records of the business handling of the staff according to the business handling records of the staff under each business handling channel;
step 302: and re-determining the association relationship between the client queuing state and the historical record of the business handling of the staff according to the updated historical record of the business handling of the staff.
In the embodiment, the acquired historical records of the business handling of the staff are updated by using the work records of the business handling of the staff under each business handling channel, so that the real-time updating of the historical work records of the bank outlets is facilitated; by re-determining the incidence relation between the client queuing state and the historical records of the business handling of the staff according to the updated historical records of the business handling of the staff, real-time summary of data of the business handling in a bank outlet can be realized, the obtained historical records of the business handling of the staff under each business handling channel are updated according to the working records of the business handling of the staff, the accuracy of the incidence relation between the client queuing state and the historical records of the business handling of the staff is facilitated, and the business pressure value of each business handling channel is calculated more accurately.
In the embodiment of the invention, the client queuing queue state of each service transaction channel in a bank outlet is collected in real time; the client queuing queue state comprises the number of clients and the types of services to be handled of the clients; the business handling channel comprises a plurality of windows for handling different businesses; calculating the business pressure value of each business handling channel according to the client queuing queue state of each business handling channel and the incidence relation between the client queuing queue state and the historical records of business handling of workers; the business pressure value is used for representing the waiting time required by the client for handling the business; when the business pressure value of channel is handled to arbitrary business in the bank branch surpassed preset threshold value, to the staff of channel is handled to the business that business pressure value did not surpass preset threshold value in the bank branch sends and helps the alarm information who handles the business, thereby can be according to the alarm information who helps handling the business that sends, realize handling the channel allotment staff's purpose to the business that business pressure value surpassed preset threshold value, through increasing the staff number of channel is handled to the business, avoid the customer to need queue up for a long time, customer experience has been promoted. Compared with the prior art, the problem of bank resource waste caused by the fact that staff of each business handling channel is fixed and cannot be flexibly allocated is solved, and the comprehensive office efficiency of the bank outlets is improved.
As described above, the embodiment of the present invention can automatically collect the service type of the customer service transaction and the average duration of the teller service transaction, give a comprehensive evaluation of the service transaction pressure of the current channel, and trigger an alarm mechanism for reminding a lobby manager to perform resource allocation when the business pressure value is too high, thereby reducing the average waiting duration of the customer, improving the service transaction efficiency of the network, and improving the service transaction experience of the network customer.
The embodiment of the invention also provides an optimization processing device for business handling of banking outlets, which is described in the following embodiment. Because the principle of solving the problems of the device is similar to the optimization processing method for bank outlet business handling, the implementation of the device can refer to the implementation of the optimization processing method for bank outlet business handling, and repeated parts are not repeated.
Fig. 4 is a schematic structural diagram of an optimization processing device for banking outlet business transaction in an embodiment of the present invention, and as shown in fig. 4, the optimization processing device for banking outlet business transaction provided in an embodiment of the present invention may include:
the information acquisition module 01 is used for acquiring the client queuing queue state of each service transaction channel in a bank outlet in real time; the client queuing queue state comprises the number of clients and the types of services to be handled of the clients; the business handling channel comprises a plurality of windows for handling different businesses;
the business pressure value calculating module 02 is used for calculating the business pressure values of the business handling channels according to the client queuing state of each business handling channel and the incidence relation between the client queuing state and the historical records of business handling of workers; the business pressure value is used for representing the waiting time required by the client for handling the business;
and the warning module 03 is configured to send warning information for assisting in handling the service to the staff of the service handling channel of which the business pressure value does not exceed the preset threshold value in the bank branch when the business pressure value of any one service handling channel in the bank branch exceeds the preset threshold value.
In an embodiment, as shown in fig. 5, the apparatus for optimizing transaction processing of banking outlets according to an embodiment of the present invention may further include: an association relation determining module 04, configured to:
acquiring historical processing average time of different services under each service handling channel;
acquiring historical records of business handling of staff under each business handling channel; the historical records comprise the types and the number of the business handling of workers under each business handling channel and the average handling time of different businesses;
and determining the association relationship between the queuing state of the client in each business handling channel and the historical record of the business handling of the staff according to the average historical processing time of different businesses in each business handling channel, the historical record of the business handling of the staff in each business handling channel and the queuing state of the client in each business handling channel.
In one embodiment, the association relation determining module is specifically configured to:
determining the incidence relation between the client queuing state and the historical record of the business handling of the staff in each business handling channel according to the following formula:
wherein, WmThe business pressure value of the mth business handling channel; qiThe sum of the expected waiting time of all clients of the ith staff under the business handling channel; the estimated waiting time sum is determined according to the average historical processing time length of different services under each service processing channel, the number of clients of each service processing channel and the type of the services to be processed by the clients;
the number of nth type services in the services processed by the ith staff under the service processing channel accounts for the proportion of the number of all services processed by the staff; the proportion is determined according to the types and the number of the business handling of workers under each business handling channel;
the average handling time for handling the nth type of service for the ith staff under the service handling channel; kiThe number of types of services that the ith staff member can handle for the service handling channel.
In an embodiment, the apparatus for optimizing transaction processing of banking outlets according to an embodiment of the present invention further includes: an association correction module for:
collecting working records of business handling of staff under each business handling channel in real time; the work records comprise the types and the number of the services handled by the staff in each service handling channel and the average handling time of different services;
and correcting the association relationship between the client queuing state and the historical records of the business handling of the staff according to the business handling records of the staff under each business handling channel.
In one embodiment, the association relationship modification module is specifically configured to:
updating the obtained historical records of the business handling of the staff according to the business handling records of the staff under each business handling channel;
and re-determining the association relationship between the client queuing state and the historical record of the business handling of the staff according to the updated historical record of the business handling of the staff.
The embodiment of the invention also provides computer equipment which comprises a memory, a processor and a computer program which is stored on the memory and can run on the processor, wherein the processor realizes the optimization processing method for the business handling of the bank outlets when executing the computer program.
The embodiment of the invention also provides a computer readable storage medium, which stores a computer program for executing the optimization processing method for banking outlet business transaction.
In the embodiment of the invention, the client queuing queue state of each service transaction channel in a bank outlet is collected in real time; the client queuing queue state comprises the number of clients and the types of services to be handled of the clients; the business handling channel comprises a plurality of windows for handling different businesses; calculating the business pressure value of each business handling channel according to the client queuing queue state of each business handling channel and the incidence relation between the client queuing queue state and the historical records of business handling of workers; the business pressure value is used for representing the waiting time required by the client for handling the business; when the business pressure value of channel is handled to arbitrary business in the bank branch surpassed preset threshold value, to the staff of channel is handled to the business that business pressure value did not surpass preset threshold value in the bank branch sends and helps the alarm information who handles the business, thereby can be according to the alarm information who helps handling the business that sends, realize handling the channel allotment staff's purpose to the business that business pressure value surpassed preset threshold value, through increasing the staff number of channel is handled to the business, avoid the customer to need queue up for a long time, customer experience has been promoted. Compared with the prior art, the problem of bank resource waste caused by the fact that staff of each business handling channel is fixed and cannot be flexibly allocated is solved, and the comprehensive office efficiency of the bank outlets is improved.
As will be appreciated by one skilled in the art, embodiments of the present invention may be provided as a method, system, or computer program product. Accordingly, the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present invention may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The present invention is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
The above-mentioned embodiments are intended to illustrate the objects, technical solutions and advantages of the present invention in further detail, and it should be understood that the above-mentioned embodiments are only exemplary embodiments of the present invention, and are not intended to limit the scope of the present invention, and any modifications, equivalent substitutions, improvements and the like made within the spirit and principle of the present invention should be included in the scope of the present invention.
Claims (10)
1. An optimization processing method for transaction of banking outlets is characterized by comprising the following steps:
the method comprises the steps of collecting client queuing queue states of all service handling channels in a bank outlet in real time; the client queuing queue state comprises the number of clients and the types of services to be handled of the clients; the business handling channel comprises a plurality of windows for handling different businesses;
calculating the business pressure value of each business handling channel according to the client queuing queue state of each business handling channel and the incidence relation between the client queuing queue state and the historical records of business handling of workers; the business pressure value is used for representing the waiting time required by the client for handling the business;
and when the business pressure value of any business handling channel in the bank outlets exceeds a preset threshold value, sending out alarm information for assisting in handling the business to the staff of the business handling channel of which the business pressure value does not exceed the preset threshold value in the bank outlets.
2. The method of claim 1, further comprising: acquiring historical processing average time of different services under each service handling channel;
acquiring historical records of business handling of staff under each business handling channel; the historical records comprise the types and the number of the business handling of workers under each business handling channel and the average handling time of different businesses;
and determining the association relationship between the queuing state of the client in each business handling channel and the historical record of the business handling of the staff according to the average historical processing time of different businesses in each business handling channel, the historical record of the business handling of the staff in each business handling channel and the queuing state of the client in each business handling channel.
3. The method of claim 2, wherein the association between the client queuing status and the history of the staff handling the business for each business handling channel is determined according to the following formula:
wherein, WmThe business pressure value of the mth business handling channel; qiThe sum of the expected waiting time of all clients of the ith staff under the business handling channel; the estimated waiting time sum is determined according to the average historical processing time length of different services under each service processing channel, the number of clients of each service processing channel and the type of the services to be processed by the clients;
the number of nth type services in the services processed by the ith staff under the service processing channel accounts for the proportion of the number of all services processed by the staff; the proportion is determined according to the types and the number of the business handling of workers under each business handling channel;
the average handling time for handling the nth type of service for the ith staff under the service handling channel; kiThe ith job under the business handling channelThe number of types of traffic that a person can handle.
4. The method of claim 1, further comprising: collecting working records of business handling of staff under each business handling channel in real time; the work records comprise the types and the number of the services handled by the staff in each service handling channel and the average handling time of different services;
and correcting the association relationship between the client queuing state and the historical records of the business handling of the staff according to the business handling records of the staff under each business handling channel.
5. The method of claim 1, wherein correcting the association between the client queue status and the history of the business transactions of the staff according to the business transaction records of the staff transactions under each business transaction channel comprises:
updating the obtained historical records of the business handling of the staff according to the business handling records of the staff under each business handling channel;
and re-determining the association relationship between the client queuing state and the historical record of the business handling of the staff according to the updated historical record of the business handling of the staff.
6. An optimization processing device for transaction of banking outlets is characterized by comprising:
the information acquisition module is used for acquiring the client queuing queue state of each business handling channel in a bank outlet in real time; the client queuing queue state comprises the number of clients and the types of services to be handled of the clients; the business handling channel comprises a plurality of windows for handling different businesses;
the business pressure value calculation module is used for calculating the business pressure values of all the business handling channels according to the client queuing queue states of all the business handling channels and the incidence relation between the client queuing queue states and the historical records of business handling of workers; the business pressure value is used for representing the waiting time required by the client for handling the business;
and the warning module is used for sending warning information for assisting in handling the business to the staff of the business handling channel of which the business pressure value does not exceed the preset threshold value in the bank outlets when the business pressure value of any business handling channel in the bank outlets exceeds the preset threshold value.
7. The apparatus of claim 6, further comprising: an association determination module to:
acquiring historical processing average time of different services under each service handling channel;
acquiring historical records of business handling of staff under each business handling channel; the historical records comprise the types and the number of the business handling of workers under each business handling channel and the average handling time of different businesses;
and determining the association relationship between the queuing state of the client in each business handling channel and the historical record of the business handling of the staff according to the average historical processing time of different businesses in each business handling channel, the historical record of the business handling of the staff in each business handling channel and the queuing state of the client in each business handling channel.
8. The apparatus of claim 7, wherein the association determination module is specifically configured to:
determining the incidence relation between the client queuing state and the historical record of the business handling of the staff in each business handling channel according to the following formula:
wherein, WmThe business pressure value of the mth business handling channel; qiThe sum of the expected waiting time of all clients of the ith staff under the business handling channel; the sum of the estimated waiting time is based on the average time of historical processing of different services under each service processing channelDetermining the number of clients in a transaction channel and the type of the service to be handled of the clients;
the number of nth type services in the services processed by the ith staff under the service processing channel accounts for the proportion of the number of all services processed by the staff; the proportion is determined according to the types and the number of the business handling of workers under each business handling channel;
the average handling time for handling the nth type of service for the ith staff under the service handling channel; kiThe number of types of services that the ith staff member can handle for the service handling channel.
9. A computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the processor implements the method of any one of claims 1 to 5 when executing the computer program.
10. A computer-readable storage medium, characterized in that the computer-readable storage medium stores a computer program for executing the method of any one of claims 1 to 5.
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