CN112200444A - Service distribution method, device, equipment and storage medium - Google Patents

Service distribution method, device, equipment and storage medium Download PDF

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CN112200444A
CN112200444A CN202011065054.8A CN202011065054A CN112200444A CN 112200444 A CN112200444 A CN 112200444A CN 202011065054 A CN202011065054 A CN 202011065054A CN 112200444 A CN112200444 A CN 112200444A
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completion
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CN112200444B (en
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官新均
刘博�
郑文琛
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WeBank Co Ltd
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WeBank Co Ltd
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    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06311—Scheduling, planning or task assignment for a person or group
    • G06Q10/063114—Status monitoring or status determination for a person or group

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Abstract

The invention discloses a service distribution method, a device, equipment and a storage medium, wherein the method comprises the following steps: acquiring historical service data of at least one service worker, which is sent by a terminal, wherein the historical service data comprises service distribution quantity and service completion quantity in a plurality of historical unit times before a target unit time; for each service person, determining the fluctuation condition of the service completion amount in a plurality of historical unit times according to the service distribution amount and the service completion amount of the service person in a plurality of historical unit times; determining the target service distribution amount of the service personnel in the target unit time according to the service distribution amount, the service completion amount and the fluctuation condition of the service completion amount in a plurality of historical unit times; and sending the target service distribution amount to the terminal. The invention reasonably and pertinently determines the service distribution amount of the service personnel in the target unit time based on the historical service data of the service personnel, and effectively improves the service distribution effect.

Description

Service distribution method, device, equipment and storage medium
Technical Field
The present invention relates to the field of data processing, and in particular, to a method, an apparatus, a device, and a storage medium for service allocation.
Background
In the service industry, business allocation personnel allocate a certain amount of customer lists to business personnel, and after the business personnel take the customer lists, the business personnel contact customers on the customer lists to provide services for the customers. Too few client lists are distributed to business personnel, which can cause the increase of labor cost, and too many client lists are distributed to business personnel, which can cause the business personnel to be unable to patiently communicate with clients, thereby not only affecting the business completion amount of the business personnel, but also affecting the client experience. It is therefore important to determine the appropriate traffic distribution for the service personnel.
In the related technology, the task distributor manually determines the number of the client lists issued to the service personnel by means of self feeling, or issues a fixed number of the client lists to different service personnel through a client data management system.
In the above manner, whether the number of services allocated to the service staff is appropriate is not objectively considered, and the service allocation effect needs to be improved.
Disclosure of Invention
The invention mainly aims to provide a service distribution method, a device, equipment and a storage medium, and aims to solve the technical problem of poor service distribution effect caused by unreasonable service distribution amount.
In order to achieve the above object, the present invention provides a service allocation method, where the service allocation method includes:
acquiring historical service data of at least one service worker, which is sent by a terminal, wherein the historical service data comprises service distribution quantity and service completion quantity in a plurality of historical unit times before a target unit time;
for each service person, determining the fluctuation condition of the service completion amount in a plurality of historical unit times according to the service completion amount of the service person in a plurality of historical unit times;
determining the target service distribution amount of the service personnel in the target unit time according to the service distribution amount, the service completion amount and the fluctuation condition of the service completion amount in the plurality of historical unit times;
and sending the target service distribution amount to the terminal.
In a possible implementation manner, the determining a target service allocation amount of the service person in the target unit time according to the service allocation amount, the service completion amount, and the fluctuation condition of the service completion amount in the plurality of historical unit times includes:
determining the corresponding service distribution amount when the service completion amount in the historical unit time is maximum according to the service distribution amount and the service completion amount in the historical unit time;
and determining the target service distribution amount of the service personnel in the target unit time according to the corresponding service distribution amount when the service completion amount in the plurality of historical unit times is maximum and the fluctuation condition of the service completion amount in the plurality of historical unit times.
In a possible implementation manner, before determining the target service allocation amount of the service staff in the target unit time according to the service allocation amount corresponding to the maximum service completion amount in the plurality of historical unit times and the fluctuation condition of the service completion amount in the plurality of historical unit times, the method further includes:
receiving a regulation factor sent by the terminal, wherein the regulation factor is used for controlling the influence degree of the fluctuation condition of the service completion quantity on the service distribution quantity;
the determining the target service distribution amount of the service personnel in the target unit time according to the corresponding service distribution amount when the service completion amount in the plurality of historical unit times is maximum and the fluctuation condition of the service completion amount in the plurality of historical unit times comprises the following steps:
and determining the target service distribution amount of the service personnel in the target unit time according to the corresponding service distribution amount when the service completion amount in the plurality of historical unit times is maximum, the fluctuation condition of the service completion amount in the plurality of historical unit times and the regulation and control factor.
In a possible implementation manner, the determining a target service distribution amount of the service staff in the target unit time according to the service distribution amount corresponding to the maximum service completion amount in the plurality of historical unit times, the fluctuation condition of the service completion amount in the plurality of historical unit times, and the regulation and control factor includes:
obtaining the product of the variance of the service completion quantity and the regulation factor;
acquiring the sum of the product and the corresponding service distribution amount when the service completion amount is maximum;
and determining the target service distribution amount of the service personnel in the target unit time according to the sum.
In a possible implementation manner, the determining, according to the service allocation amount corresponding to the maximum service completion amount in the plurality of historical unit times, the fluctuation condition of the service completion amount in the plurality of historical unit times, and the regulation and control factor, the target service allocation amount of the service staff in the target unit time includes:
determining the initial service distribution amount of the service personnel in the target unit time according to the corresponding service distribution amount when the service completion amount is maximum, the fluctuation condition of the service completion amount in the historical unit times and the regulation and control factor;
if the difference between the sum of the initial service distribution amounts of the at least one service person in the target unit time and the preset total service amount is greater than or equal to a preset difference, adjusting the regulation factor, and determining the target service distribution amount of the service person in the target unit time according to the corresponding service distribution amount when the service completion amount in the plurality of historical unit times is maximum, the fluctuation condition of the service completion amount in the plurality of historical unit times and the adjusted regulation factor;
and if the difference between the sum of the initial service distribution amounts of the at least one service person in the target unit time and the preset total service amount is smaller than a preset difference, determining the initial service distribution amount of the service person in the target unit time as the target service distribution amount.
In a possible implementation manner, before determining, according to the business completion amount of the business person in a plurality of historical unit times, a fluctuation condition of the business completion amount in the plurality of historical unit times, the method further includes:
clustering the at least one service personnel to obtain one or more service groups;
aiming at each business group, determining historical business data of the business group according to the historical business data of each business person in the business group;
and determining historical service data of a service group to which a service person belongs as the historical service data of the service person.
In a possible implementation manner, the clustering the at least one service person to obtain one or more service groups includes:
clustering the at least one service personnel according to the characteristic information of the at least one service personnel to obtain one or more service groups;
the characteristic information of the service personnel comprises one or more of the following items: the identity characteristics of the business personnel and the identity characteristics of the service objects of the business personnel.
The present invention also provides a service allocation apparatus, which includes:
the system comprises an acquisition module, a processing module and a processing module, wherein the acquisition module is used for acquiring historical service data of at least one service worker, which is sent by a terminal, and the historical service data comprises service distribution quantity and service completion quantity in a plurality of historical unit times before a target unit time;
the fluctuation determining module is used for determining the fluctuation condition of the service completion amount in a plurality of historical unit times according to the service completion amount of each service person in a plurality of historical unit times;
the distribution quantity determining module is used for determining the target service distribution quantity of the service personnel in the target unit time according to the service distribution quantity, the service completion quantity and the fluctuation condition of the service completion quantity in the plurality of historical unit times;
and the sending module is used for sending the target service distribution amount to the terminal.
The present invention also provides an electronic device, including: a memory, a processor and a service distribution program stored on the memory and executable on the processor, the service distribution program when executed by the processor implementing the steps of the service distribution method according to any of the preceding claims.
The invention also provides a computer readable storage medium having stored thereon a service distribution program which, when executed by a processor, implements the steps of the service distribution method as defined in any one of the preceding claims.
The method comprises the steps of obtaining historical service data of at least one service person sent by a terminal, wherein the historical service data comprises service distribution amount and service completion amount in a plurality of historical unit times before a target unit time, determining the fluctuation condition of the service completion amount in the plurality of historical unit times according to the service completion amount of the service person in the plurality of historical unit times aiming at each service person, determining the target service distribution amount of the service person in the target unit time according to the fluctuation condition of the service distribution amount, the service completion amount and the service completion amount in the plurality of historical unit times, and sending the target service distribution amount to terminal equipment so that a user can distribute services to the service person according to the target service distribution amount. Therefore, the target service distribution amount of the service personnel in the target unit time is determined based on the service distribution amount, the service completion amount and the fluctuation condition of the service completion amount of the service personnel in a plurality of historical unit times, the rationality of the target service distribution amount is improved, the service capacity of the service personnel can be fully considered, the service distribution amount of the service personnel can be reasonably and pertinently determined, and the service distribution effect is effectively improved.
Drawings
Fig. 1 is a schematic diagram of a network architecture according to an embodiment of the present invention;
fig. 2 is a schematic flow chart of a service allocation method according to an embodiment of the present invention;
fig. 3 is a schematic flow chart of a service allocation method according to another embodiment of the present invention;
fig. 4 is a schematic flow chart of a service allocation method according to another embodiment of the present invention;
fig. 5 is a schematic flow chart of a service allocation method according to another embodiment of the present invention;
fig. 6 is a schematic structural diagram of a service allocating apparatus according to an embodiment of the present invention;
fig. 7 is a schematic structural diagram of a service distribution apparatus according to another embodiment of the present invention;
fig. 8 is a schematic structural diagram of an electronic device according to an embodiment of the present invention.
The implementation, functional features and advantages of the objects of the present invention will be further explained with reference to the accompanying drawings.
Detailed Description
Exemplary embodiments of the present disclosure will be described in more detail below with reference to the accompanying drawings. While exemplary embodiments of the present disclosure are shown in the drawings, it should be understood that the present disclosure may be embodied in various forms and should not be limited to the embodiments set forth herein. Rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the scope of the disclosure to those skilled in the art.
In the service industry, a certain amount of services are distributed to service staff by service staff, the service staff complete the tasks, if too few services are distributed to the service staff, more service staff need to be arranged to complete all the services, the potential of the service staff cannot be exerted, and if too many services are distributed to the service staff, the time shortage of the service staff can be caused, and the service completion effect cannot be ensured.
Taking the e-selling industry as an example, a certain amount of customer lists are distributed to the e-selling personnel by the service distribution personnel, and after the e-selling personnel take the customer lists, the e-selling personnel contact the customers on the customer lists through telephone calls to promote products and convert potential customers into final customers. If too few customer lists are allocated to the electricity sales personnel, more electricity sales personnel need to be arranged, the labor cost rises correspondingly, and the customer conversion rate of the electricity sales personnel is also influenced. If too many customer lists are distributed to the electricity sales personnel, the electricity sales personnel cannot be patiently communicated with the customers, and therefore the customer conversion rate of the electricity sales personnel is influenced, and the customer experience is also influenced.
It is therefore important to determine the appropriate traffic distribution for the service personnel.
In the related art, one way is that a service distributor manually determines the number of services delivered to the service distributor by means of self-knowledge of the capabilities of each service distributor, and the other way is that a client data management system delivers a fixed number of services to different service distributors, for example, the number of client lists distributed by different service distributors is the same in one day.
In which, the manner of service distribution by subjective knowledge of the customer data manager cannot objectively consider whether the number of services distributed to the service staff is appropriate. The way of issuing a fixed number of services to different service personnel does not take into account the difference in capabilities between the service personnel. Therefore, how to determine a reasonable traffic distribution amount for the service personnel is in need of solution.
In order to improve the rationality of the service allocation volume, an embodiment of the present invention provides a service allocation method, where historical service data of at least one service person sent by a terminal is acquired, the historical service data includes service allocation volumes and service completion volumes in multiple historical unit times in a target unit time, for each service person, a fluctuation condition of the service completion volumes in multiple historical unit times is determined according to the service completion volumes in multiple historical unit times in the historical service data, a target service allocation volume of the service person in the target unit time is determined according to the service allocation volumes, the service completion volumes and the fluctuation condition of the service completion volumes in multiple historical unit times, and the target service allocation volume is sent to the terminal. Therefore, the target task allocation amount of the service personnel in the target unit time is determined based on the service allocation amount, the service completion amount and the fluctuation condition of the service completion amount of the service personnel in a plurality of historical unit times, the service capability of the service personnel is fully considered, the service allocation amount of the service personnel is reasonably and pertinently determined, and the service allocation effect is effectively improved.
Fig. 1 is a schematic diagram of a network architecture according to an embodiment of the present invention. As shown in fig. 1, the network architecture includes a data processing device, a terminal where a service distributor is located, and a terminal where a service worker is located, where the data processing device is used as a main body for executing the service distribution method provided by the embodiment of the present invention, and is used to determine a service distribution amount for one or more service workers. Therefore, in the service allocation process, the service assignor can request the data processing device to determine the service allocation amount through the terminal, after the data processing device determines the task allocation amount, the determined task allocation amount can be sent to the terminal where the task assignor is located and/or the terminal where the service assignor is located, and the terminal where the task assignor is located can allocate the task to the terminal where the service assignor is located according to the determined task allocation amount.
The data processing device may be any device having data processing capability, such as a computer and a server, and the server is, for example, a local server and a cloud server. The terminal where the service distributor is located and the terminal where the service personnel is located are, for example, a computer, a mobile device (e.g., a mobile phone), a wearable device (e.g., a smart bracelet, a smart watch), an in-vehicle device, and a Personal Digital Assistant (PDA). In fig. 1, a data processing device is taken as a server, and a terminal is taken as a computer as an example.
Some embodiments of the invention are described in detail below with reference to the accompanying drawings. The features of the embodiments and examples described below may be combined with each other without conflict between the embodiments.
It should be noted that the terminal in the following embodiments refers to a terminal where a service distributor is located.
Fig. 2 is a flowchart illustrating a service allocation method according to an embodiment of the present invention. The execution subject of the method of the present embodiment is, for example, the data processing device described in fig. 1. The method in this embodiment may be implemented by software, hardware, or a combination of software and hardware. As shown in fig. 2, the method includes:
s201, obtaining historical service data of at least one service person, wherein the historical service data comprises service distribution amount and service completion amount in a plurality of historical unit time before a target unit time.
In this embodiment, after receiving the service allocation amount determination request of the terminal device, the historical service data of the at least one service person sent by the terminal device may be received, or the historical service data of the at least one service person may be obtained from the service allocation amount determination request. The terminal can acquire the historical service data of at least one service person from the data storage device, or the user can input the historical service data of at least one service person on the terminal, and the terminal sends the historical service data of at least one service person input by the user to the data processing device.
In addition to obtaining the historical service data of at least one service person sent by the terminal, in a possible implementation manner, the historical service data of at least one service person input by the user on the data processing device may be directly obtained, or the historical service data of at least one service person may be stored in advance on the data processing device, and after receiving the service allocation amount determination request of the terminal device, the pre-stored historical service data of at least one service person may be obtained.
In this embodiment, if historical service data of a plurality of service personnel is obtained, personnel identifiers of the plurality of service personnel, such as employee numbers of the service personnel, may be distinguished by the plurality of service personnel.
In this embodiment, the historical service data of the service staff includes service allocation amount and service completion amount of the service staff in a plurality of historical unit times before the target unit time.
The unit time is, for example, one hour, one day, and one month.
The target unit time may be a unit time to which the current time belongs, for example, the current time is 1 month, 1 day and 8 points, if one hour is taken as the unit time, the target unit time is 1 month, 1 day and 8 points, if one day is taken as the unit time, the target unit time is 1 month and 1 day, and if one month is taken as the unit time, the target unit time is 1 month. Alternatively, the target unit time may be a future unit time, i.e., a unit time within a future time period (e.g., a week in the future, a quarter in the future), for example, if a unit time is one hour, the target unit time may be an hour in the future time period, e.g., the next hour of the current time, if a unit time is one day, the target unit time may be a day of the future time, e.g., the next day of the current day, and if a unit time is one month, the target unit time may be a month of the future time, e.g., the next month of the current month.
Wherein the plurality of historical unit times comprises a plurality of unit times over a historical period of time, such as five days over the past week, and such as three months over the past quarter.
The service distribution amount of the service personnel refers to the number of services distributed to the service personnel. The service completion amount of a service person may refer to the number of services completed by the service person, the service completion score of the service person, the number of services for which the completion result of the service person is a successful result, or the ratio of the number to the service allocation amount.
Taking the service content as the telephone contact client as an example, the service distribution amount of the service personnel refers to the number of the client list distributed to the service personnel. The service completion amount of the service person may refer to the number of the customer list contacted by the service person, may also refer to a service completion score of the service person (for example, the service completion score is performed for the service person according to the number of customers contacted by the service person and the number of customers successfully placed in the customers contacted by the service person), and may also refer to a ratio of the number of customers successfully placed in the customers contacted by the service person to the total number of customers contacted by the service person, that is, a conversion rate for finally converting the persons in the customer list into the customers.
In a possible implementation manner, the current time is obtained, and if the current time reaches a preset time threshold, historical service data of at least one service person sent by the terminal device is obtained. Therefore, the service distribution amount of the service personnel can be determined at the appointed time, and the time rationality of service distribution is improved. For example, a business person goes off duty at 17 points per day, a time threshold may be set to 17 points per day, and upon reaching 17 points per day, the data processing apparatus begins to determine the business allocation for the business person the next day.
S202, aiming at each service person, determining the fluctuation condition of the service completion amount in a plurality of historical unit times according to the service completion amount of the service person in a plurality of historical unit times.
In this embodiment, the historical service data of the service staff includes service allocation amounts and service completion amounts of the service staff in a plurality of historical unit times, and as can be seen, the service allocation amounts and the service completion amounts in each historical unit time reflect: and in the historical unit time, the service completion amount of the service personnel after the service of the service distribution amount is issued. Therefore, the service distribution amount and the service completion amount in each historical unit time represent the service capability of the service personnel.
In this embodiment, the fluctuation condition of the service completion amount of the service staff in a plurality of historical unit times can be obtained by comparing the service completion amount of the service staff in each historical unit time. For example, the service completion amount of the service person in a plurality of historical unit times increases (the service completion amount of the service person in the historical event section increases at a positive rate when the service completion amount of the service person increases, and increases at a negative rate when the service completion amount of the service person decreases), or the difference between the lowest service completion amount and the highest service completion amount of the service person in a plurality of historical unit times. Therefore, the fluctuation condition of the service completion amount of the service personnel in a plurality of historical unit times can more accurately and reliably reflect the service capability of the service personnel, including the average service capability and the growth condition of the service capability.
S203, determining the target service distribution amount of the service personnel in the target unit time according to the service distribution amount, the service completion amount and the fluctuation condition of the service completion amount in a plurality of historical unit times.
In the embodiment, after the service distribution volume, the service completion volume and the fluctuation condition of the service completion volume of the service personnel in a plurality of historical unit times are obtained, the service completion volume of the service personnel under different service distribution volumes is obtained according to the service distribution volume and the service completion volume of the service personnel in a plurality of historical unit times, and the target service distribution volume of the service personnel in the target unit time is determined according to the service completion volume and the fluctuation condition of the service completion volume of the service personnel under different service distribution volumes.
And S204, sending the target service distribution amount to the terminal.
In this embodiment, after determining the target service allocation amount of the service staff in the target unit time, the target service allocation amount is sent to the terminal, so that the user of the terminal allocates tasks to the service staff according to the target task allocation amount. If the number of the service personnel is multiple, the target service distribution amount and the personnel identification corresponding to the target service distribution amount can be sent to the terminal equipment, so that a user of the terminal can know the target service distribution amounts respectively corresponding to the service personnel.
In a possible implementation manner, after the service allocation amount is determined, according to the person identifier of the service person, the contact manner (e.g., mailbox address, mobile phone number) of the service person or the binding terminal of the service person (e.g., mobile phone, computer, etc. bound to the person identifier of the service person) may be obtained, and the service allocation amount is sent to the service person according to the contact manner or sent to the binding terminal of the service person, so that the service person can know the service allocation amount of the service person in time. Then, the service personnel can perform electricity selling according to the service distribution amount of the service personnel.
In this embodiment, the determination of the service allocation volume of a single service person may be implemented, and the determination of the service allocation volumes of a plurality of service persons may also be implemented. When determining the service distribution amount of a single service person, the target service distribution amount of the service person in the target unit time can be determined according to the service distribution amount, the service completion amount and the fluctuation condition of the service completion amount of the service person in a plurality of historical unit times. When determining the service distribution quantity of a plurality of service personnel, the target service distribution quantity of each service personnel in the target unit time can be respectively determined according to the service distribution quantity, the service completion quantity and the fluctuation condition of the service completion quantity of each service personnel in a plurality of historical unit times. The business capability of each business person is different, and the determined target business distribution amount of each business person in the target unit time also has difference, so that the business distribution amount can be reasonably and pertinently determined for different business persons, and the business distribution effect is improved.
Fig. 3 is a flowchart illustrating a service allocation method according to another embodiment of the present invention. The execution subject of the method of the present embodiment is, for example, the data processing device described in fig. 1. The method in this embodiment may be implemented by software, hardware, or a combination of software and hardware. As shown in fig. 3, the method includes:
s301, historical service data of at least one service person sent by the terminal are obtained, wherein the historical service data comprise service distribution amount and service completion amount in a plurality of historical unit times before a target unit time.
In this embodiment, the historical service data of the service personnel can reflect the service capability of the service personnel, the more the data volume of the historical service data is, the more accurate the reflected service capability of the service personnel is, the service distribution volume determined according to the historical service data in the following process can better accord with the service capability of the service personnel, and the more reasonable the service distribution is.
Illustratively, the historical business data of the business person may be expressed as:
[(a1,b1),(a2,b2),…,(ai,bi),…,(an,bn)]wherein i is more than or equal to 1 and less than or equal to n, n is the number of unit time in the historical unit time, aiFor the traffic in the ith unit time in the historical unit time, biThe traffic completion amount in the ith unit time in the historical unit time.
For example, taking the historical unit time as the past year as an example, if 1 month is taken as one unit time, the historical unit time includes 12 unit times, and the historical business data of the business person includes: the business person's business allotment and completion in each month of the past year.
In this embodiment, the specific implementation process of S301 may refer to the description of S201, and is not described again.
S302, aiming at each service person, determining the fluctuation condition of the service completion amount in a plurality of historical unit times according to the service completion amount of the service person in a plurality of historical unit times.
In this embodiment, the specific implementation process of S302 may refer to the description of S202, and is not described again.
And S303, determining the corresponding service distribution amount when the service completion amount in the plurality of historical unit times is maximum according to the service distribution amount and the service completion amount in the plurality of historical unit times.
In this embodiment, for each service person, the service completion amounts of the service person in each historical unit time may be compared to obtain the service completion amount with the largest value in a plurality of historical unit times. Since the service distribution amounts in the plurality of historical unit times correspond to the service completion amounts one to one, the service completion amount corresponding to the maximum service completion amount in the plurality of historical unit times can be obtained from the historical service data of the service personnel, in other words, the service distribution amount corresponding to the maximum service completion amount can be obtained from the service distribution amounts in the plurality of historical unit times of the service personnel.
S304, determining the target business distribution amount of the business personnel in the target unit time according to the corresponding business distribution amount when the business completion amount in the plurality of historical unit times is maximum and the fluctuation condition of the business completion amount in the plurality of historical unit times.
In this embodiment, the service allocation amount corresponding to the maximum service completion amount obtained by the service person in the plurality of historical unit times reflects the service allocation amount obtained when the service person obtains the maximum service completion amount in the plurality of historical unit times, and the service allocation amount may be considered to be adapted to the service capability of the service person. The business capability of the business personnel is influenced by various factors, such as the business distribution amount, the business difficulty and the experience of the business personnel, and the fluctuation condition of the business completion amount of the business personnel in a plurality of historical unit times can reflect the change condition of the business capability of the business personnel in a plurality of historical unit times under the influence of various factors. Therefore, the target service distribution amount of the service personnel in the target unit time can be determined according to the corresponding service distribution amount when the service personnel has the maximum service completion amount in a plurality of historical unit times and the fluctuation condition of the service completion amount of the service personnel in a plurality of historical unit times, so that the optimal performance of the service personnel in a plurality of historical unit times and the service capacity of the service personnel are fully considered when the service distribution amount of the service personnel is determined, the rationality of the service distribution amount is improved, and the service distribution effect is further improved.
In this embodiment, in the process of determining the target service allocation amount of the service staff in the target unit time according to the service allocation amount corresponding to the service staff when the service completion amount is maximum in the plurality of historical unit times and the fluctuation condition of the service completion amount of the service staff in the plurality of historical unit times, the service allocation amount corresponding to the service staff when the service completion amount is maximum in the plurality of historical unit times can be determined preliminarily as the target service allocation amount of the service staff in the target unit time, and then the preliminarily determined target service allocation amount can be adjusted according to the fluctuation condition of the service completion amount of the service staff in the plurality of historical unit times to obtain the final target service allocation amount.
As an example, if the fluctuation condition of the service completion amount of the service staff in the plurality of historical unit times reflects that the service completion amount of the service staff in the plurality of historical unit times generally shows a descending trend, for example, the service completion amount is reduced under the influence of factors such as too large service allocation amount, large service difficulty, unstable emotion of the service staff, and the like, the preliminarily determined target task allocation amount may be reduced by a preset value to adjust the service pressure of the service staff and help the service staff to recover the state. Otherwise, the preliminarily determined target task allocation amount can be increased by a preset value so as to adapt to the improvement of the service capability of the service personnel.
S305, sending the target service distribution amount to the terminal.
In this embodiment, the specific implementation process of S305 may refer to the description of S204, and is not described again.
In this embodiment, in the historical service data of the service person, the fluctuation condition of the service completion amount of the service person in a plurality of historical unit times is determined, the service allocation amount corresponding to the maximum service completion amount of the service person in a plurality of historical unit times is obtained, and the target service allocation amount of the service person in the target unit time is determined according to the fluctuation condition of the service completion amount of the service person in a plurality of historical unit times and the service allocation amount corresponding to the maximum service completion amount, so that the service capability of the service person is fully considered, the rationality of the service allocation amount is effectively improved, the service allocation amount is determined for the service person in a targeted manner, and the task allocation effect is improved.
Fig. 4 is a flowchart illustrating a service allocation method according to another embodiment of the present invention. The execution subject of the method of the embodiment may be, for example, the data processing device described in fig. 1. The method in this embodiment may be implemented by software, hardware, or a combination of software and hardware. As shown in fig. 4, the method includes:
s401, historical service data of at least one service person sent by a terminal are obtained, wherein the historical service data comprise service distribution amount and service completion amount in a plurality of historical unit times before a target unit time.
S402, aiming at each service person, determining the fluctuation condition of the service completion amount in a plurality of historical unit times according to the service completion amount of the service person in a plurality of historical unit times.
And S403, determining the corresponding service distribution amount when the service completion amount in the plurality of historical unit times is maximum according to the service distribution amount and the service completion amount in the plurality of historical unit times.
In this embodiment, the specific implementation processes of S401 to S403 may refer to corresponding contents of the embodiments shown in fig. 2 and fig. 3, which are not described again.
S404, receiving a regulation factor sent by the terminal, wherein the regulation factor is used for controlling the influence degree of the fluctuation condition of the service completion quantity on the service distribution quantity.
In this embodiment, S403 may exchange the execution order with S401, S402, and S403, respectively.
In this embodiment, the regulation and control factor sent by the user through the terminal is received, so as to adjust the degree of influence of the fluctuation of the service completion amount on the service allocation amount through the regulation and control factor. For example, the influence degree of the fluctuation of the traffic completion amount on the traffic allocation amount increases when the adjustment factor increases, and the influence degree of the fluctuation of the traffic completion amount on the traffic allocation amount decreases when the adjustment factor decreases. Therefore, a channel for intervening the service allocation quantity is provided for the user through the regulating and controlling factor, the service allocation quantity of the service personnel is tried to be regulated for many times, the capacity improvement of the service personnel is facilitated, and richer historical service data is facilitated.
In this embodiment, the adjustment and control factor sent by the user through the terminal may be received in the process of determining the task allocation amount for a single service person, so as to intervene on the task allocation amount of the single service person, or the adjustment and control factor sent by the user through the terminal may be received in the process of determining the task allocation amount for a plurality of service persons, so as to intervene on the task allocation amounts of the plurality of service persons.
S405, determining the target business distribution amount of business personnel in the target unit time according to the corresponding business distribution amount when the business completion amount in the plurality of historical unit times is maximum, the fluctuation condition of the business completion amount in the plurality of historical unit times and the regulation and control factor.
In this embodiment, in the process of determining the target service allocation amount of the service staff in the target unit time according to the service allocation amount corresponding to the service staff when the service completion amount is maximum in the plurality of historical unit times and the fluctuation condition of the service completion amount of the service staff in the plurality of historical unit times, the service allocation amount corresponding to the service staff when the service completion amount is maximum in the plurality of historical unit times may be determined preliminarily as the target service allocation amount of the service staff in the target unit time, and then the fluctuation condition of the service completion amount of the service staff in the plurality of historical unit times may be adjusted according to the regulation factor, for example, the fluctuation condition of the service completion amount may be amplified or reduced. And adjusting the preliminarily determined target service distribution amount according to the fluctuation condition after the adjustment of the service completion amount to obtain the final target service distribution amount.
S406, the target service distribution amount is sent to the terminal.
In this embodiment, the specific implementation process of S406 may refer to corresponding contents of the embodiments shown in fig. 2 and fig. 3, which are not described again.
In the embodiment, the target service distribution amount of the service staff in the target unit time is determined according to the service distribution amount corresponding to the maximum service completion amount of the service staff in a plurality of historical unit times, the fluctuation variance of the service completion amount of the service staff in a plurality of historical unit times and the regulation and control factor sent by the terminal, so that the service capacity of the service staff can be fully considered, an intervention channel for service distribution is provided for a user, the rationality and the applicability of the service distribution amount are improved, and the service distribution effect is improved.
In some embodiments, the fluctuation condition of the business completion amount of the business person in the plurality of historical unit times is a variance of the business completion amount of the business person in the plurality of historical unit times, and therefore, the fluctuation condition of the business completion amount is sufficiently expressed by a standard deviation of the variance.
In the process of determining the target service distribution amount of the service personnel in the target unit time according to the corresponding service distribution amount when the service completion amount in the plurality of historical unit times is maximum, the fluctuation condition of the service completion amount in the plurality of historical unit times and the regulation and control factor, one possible implementation mode is as follows: obtaining the product of the variance of the service completion quantity and the regulation factor; acquiring the sum of the corresponding service distribution amount and the product when the service completion amount is maximum; and determining the target service distribution amount of the service personnel in the target unit time according to the sum of the corresponding service distribution amount when the service completion amount is maximum and the product.
In this embodiment, the variance of the service completion amount is multiplied by the regulation factor by the service staff in a plurality of historical unit times to obtain the product of the variance of the service completion amount and the regulation factor, so as to control the fluctuation condition of the service completion amount by the regulation factor. And summing the products of the service distribution quantity corresponding to the maximum service completion quantity of the service personnel in the plurality of historical unit events, the variance of the service completion quantity and the regulation factor to obtain the sum of the products of the service distribution quantity corresponding to the maximum service completion quantity, the variance of the service completion quantity and the regulation factor. And finally, setting the sum obtained by the solving as the target service distribution amount of the service personnel in the target unit time.
Therefore, by integrating the service distribution amount corresponding to the maximum service completion amount of the service personnel in the plurality of historical unit events, the fluctuation condition of the service completion amount of the service personnel in the plurality of historical unit events and the regulation and control factor, the determined target service distribution amount is converged to the service distribution amount corresponding to the maximum service completion amount of the service personnel in the plurality of historical unit events, and an interference item is added to the target service distribution amount, so that the target service distribution amount can fluctuate around the service distribution amount corresponding to the maximum service completion amount of the service personnel in the plurality of historical unit events, the service distribution amount corresponding to the maximum service completion amount can be smoothly transited to be larger than the service distribution amount corresponding to the maximum service completion amount, and the method is suitable for the trend that the service capacity of the service personnel increases along with time.
Further, the calculation formula of the target traffic allocation amount can be expressed as:
Figure BDA0002713511320000141
wherein alpha ist(x) Name representing business person x at target unit time tSingle issue quantity, mut-1(x) Indicates the traffic distribution quantity, sigma, when the business person x obtains the target traffic completion quantity in a plurality of historical unit times (including t-1 historical unit times) before the target unit timet-1(x) Represents the fluctuating variance of the service completion by the service person x over a number of historical unit times,
Figure BDA0002713511320000142
represents a regulatory factor.
As can be seen from the formula, the process of determining the target traffic allocation utilizes Reinforcement Learning (RL), which is also called incentive Learning and Reinforcement Learning, and is one of machine Learning, and the Reinforcement Learning is characterized by: if a certain behavior strategy gets a positive reward (also called reinforcement signal), the tendency of reinforcement learning to generate the behavior strategy is enhanced. Therefore, the service distribution amount corresponding to the maximum service completion amount of the service personnel in the plurality of historical unit events is used as a strengthening signal, so that the target service distribution amount output by the formula approaches to the service distribution amount corresponding to the maximum service completion amount of the service personnel in the plurality of historical unit events, and the product of the regulation factor and the fluctuation variance is used as a disturbance term, thereby not only avoiding that the target service distribution amount is finally always stable at a fixed value, but also providing an intervention channel for users, and being capable of testing the service completion amount of the service personnel under different service distribution amounts.
For example, in a case where it is determined that the target service allocation amount of the service person in the target unit time is 20 pieces of services, if the service allocation person wants to test the service completion amount that can be obtained when the service person obtains more than 20 pieces of services in allocation, the adjustment factor may be increased, and at this time, the determined target service allocation amount of the service person in the target unit time is also increased, for example, the output is 23 pieces, so that the service completion amount of the service person when the service allocation amount is 23 pieces of services in the target unit time can be tested and obtained.
In a possible implementation manner, in the process of determining the target service distribution amount of the service personnel in the target unit time according to the service distribution amount corresponding to the service completion amount in the plurality of historical unit times when the service completion amount is maximum, the fluctuation condition of the service completion amount in the plurality of historical unit times and the regulation and control factor, the initial service distribution amount of the service personnel in the target unit time can be determined according to the service distribution amount corresponding to the service personnel in the plurality of historical unit times when the service completion amount is maximum, the fluctuation condition of the service personnel in the plurality of historical unit times and the regulation and control factor, if the difference value between the sum of the initial service distribution amounts of the service personnel in the target unit time and the preset service total amount is greater than or equal to the preset difference value, the control factor is adjusted, and the control factor is adjusted according to the service distribution amount corresponding to the service personnel in the historical unit times when the service completion amount is maximum, And determining the target service distribution amount of the service personnel in the target unit time according to the fluctuation condition of the service completion amount of at least one service personnel in a plurality of historical unit times and the adjusted regulation and control factor. Therefore, by adjusting the regulation and control factors, the difference value between the sum of the target service distribution amount of each service worker in the target unit time and the preset service total amount is smaller than the preset difference value, so that the service total amount can be basically distributed, and the overall completion condition of the service is further ensured.
In this embodiment, the sum of the initial service allocation amounts of the service staff in the target unit time is determined, a difference between the sum of the initial service allocation amounts of the service staff and a preset total service amount is calculated, and if the difference is greater than the preset difference, it is indicated that the remaining service amount is large when the service allocation is performed according to the initial service allocation amount, and the service allocation amount of the service staff needs to be readjusted to ensure that the service can be completed as a whole. Therefore, the target service distribution amount of each service person can be basically kept to be increased in a similar range relative to the initial service distribution amount by adjusting the regulation factor, for example, increasing the regulation factor, and the reasonability of the service distribution amount of each service person is effectively improved.
In this embodiment, if the difference between the sum of the initial service allocation amounts of at least one service person in the target unit time and the preset total service amount is smaller than the preset difference, it indicates that the service is allocated to each service person according to the initial service allocation amount of each service person, and the service can be completed in total, so that the initial service allocation amount of the service person in the target unit time can be determined as the target task allocation amount of the service person in the target unit time.
In a possible implementation manner, after a service is issued according to a target service distribution amount of a service person in a target unit time, a service completion amount of the service person in the target unit time is obtained, and historical service data is updated according to the service distribution amount and the service completion amount of the service person in the target unit time, so that the historical service data is ensured to be updated in time and the data volume of the historical service data is increased.
In this embodiment, the service allocation amount and the service completion amount of the service staff in the target unit time can be stored in the service database according to the time sequence, and the historical service data of the service staff can be updated in time, so that the rationality of the service allocation amount determined based on the historical service data is improved, and the service allocation effect is improved.
Fig. 5 is a flowchart illustrating a service allocation method according to another embodiment of the present invention. The execution subject of the method of the embodiment may be, for example, the data processing device described in fig. 1. The method in this embodiment may be implemented by software, hardware, or a combination of software and hardware. As shown in fig. 5, the method includes:
s501, historical service data of at least one service person sent by a terminal are obtained, and the historical service data comprises service distribution quantity and service completion quantity in a plurality of historical unit times before a target unit time.
In this embodiment, the specific implementation process of S501 may refer to the description of S201, and is not described again.
S502, clustering at least one service person to obtain one or more service groups.
S503, aiming at each business group, determining the historical business data of the business group according to the historical business data of each business person in the business group.
S504, determining historical business data of a business group to which business personnel belong as historical business data of the business personnel.
The service group comprises one or more service personnel, and the number of the service group is 1 or more.
In this embodiment, since the data amount of the historical service data of a single service person may be small, if the service allocation amount of the service person in the next unit time is determined only according to the historical service data of the single service person, the reasonability of the determined service allocation amount may be affected. Particularly, the business person who just enters the office has no historical business data, and the business allocation amount of the business person who just enters the office in the next unit time cannot be determined according to the historical business data of the business person who just enters the office. Therefore, the service personnel can be clustered to obtain one or more service groups, and for each service group, the historical service data of the service group is determined according to the historical service data of each service personnel in the service group, for example, the historical service data of each service personnel in the service group is averaged (the average value of the service distribution amount and the average value of the service completion amount of all the service personnel in the service group to which the service personnel belong in historical unit time), or the median is taken to obtain the historical service data of the service group, and the historical service data of the service group to which the service personnel belong is determined as the historical service data of the service personnel, so as to obtain the historical service data of at least one service personnel.
In this embodiment, service personnel belonging to the same type are clustered to the same service group in a clustering manner, so that historical service data of the service group to which the service personnel belong can be suitable for determining the target service allocation amount of the service personnel in the target unit time.
One possible implementation way to cluster a plurality of service personnel is: determining the department or the team where the business personnel are located, determining all business personnel in the department or the team where the business personnel are located as a business group, and determining a plurality of business groups when a plurality of departments or a plurality of teams exist. Therefore, service personnel who process similar services can be divided into the same service group, the service distribution amount and the service completion amount in the target unit time are determined according to the historical service data of the service group where the service personnel are located, and the rationality of service distribution is improved.
Another possible implementation manner for clustering a plurality of service personnel is as follows: the method comprises the steps of obtaining characteristic information of a plurality of service personnel, clustering the service personnel according to the characteristic information of the service personnel so as to cluster the service personnel with similar characteristic information to the same service group.
Further, the characteristic information of the business personnel is one or more of the following items: identity characteristics of the business personnel, identity characteristics of the business personnel's service objects. Therefore, the business personnel can be clustered according to the identity characteristics of the business personnel and/or the identity characteristics of the service objects of the business personnel, the clustering effect is improved, and the business personnel with similar identity characteristics and/or service objects with similar identity characteristics can be clustered to the same business group.
Further, the identity of the business person may include one or more of the following: age, gender, work experience (e.g., years of employment at a company, years of employment at a service industry).
Further, the identity of the service object of the business person may include one or more of the following: age stage of the served customer population, industry in which the served customer population is engaged.
And S505, aiming at each service person, determining the fluctuation condition of the service completion amount in a plurality of historical unit times according to the service completion amount of the service person in a plurality of historical unit times.
S506, determining the target service distribution amount of the service personnel in the target unit time according to the service distribution amount, the service completion amount and the fluctuation condition of the service completion amount in a plurality of historical unit times.
S507, the target service distribution amount is sent to the terminal.
In this embodiment, S505 to S507 may specifically refer to corresponding descriptions of embodiments shown in fig. 2 to fig. 4.
In the embodiment, the service personnel are clustered to obtain the service group to which the service personnel belong, the historical service data of the service group to which the service personnel belong is determined as the historical service data of the service personnel, and the target task allocation amount of the service personnel in the target unit time is determined based on the historical service data of the service personnel, so that the problem that the historical service data of the service personnel are insufficient is solved, the rationality of the target task allocation amount is improved based on sufficient historical service data, the service allocation amount can be reasonably and pertinently determined for different service personnel, and the service allocation effect is improved.
Fig. 6 is a schematic structural diagram of a service allocating apparatus according to an embodiment of the present invention. As shown in fig. 6, the service distribution apparatus may include:
an obtaining module 601, configured to obtain historical service data of at least one service worker sent by a terminal, where the historical service data includes service allocation amounts and service completion amounts in a plurality of historical unit times before a target unit time;
a fluctuation determining module 602, configured to determine, for each service person, a fluctuation condition of the service completion amount in a plurality of historical unit times according to the service completion amount of the service person in the plurality of historical unit times;
the distribution amount determining module 603 is configured to determine a target service distribution amount of the service staff in a target unit time according to the service distribution amount, the service completion amount, and the fluctuation condition of the service completion amount in a plurality of historical unit times;
a sending module 604, configured to send the target traffic allocation amount to the terminal.
The service allocation apparatus provided in this embodiment may be configured to execute the technical solutions provided in any of the foregoing method embodiments, and the implementation principle and technical effect of the apparatus are similar to each other.
In a possible implementation manner, the allocation amount determining module 603 includes:
determining the corresponding service distribution amount when the service completion amount in a plurality of historical unit times is maximum according to the service distribution amount and the service completion amount in the plurality of historical unit times;
and determining the target business distribution amount of the business personnel in the target unit time according to the corresponding business distribution amount when the business completion amount in the plurality of historical unit times is maximum and the fluctuation condition of the business completion amount in the plurality of historical unit times.
In a possible implementation manner, the allocation amount determining module 603 is further configured to:
receiving a regulation factor sent by a terminal, wherein the regulation factor is used for controlling the influence degree of the fluctuation condition of the service completion quantity on the service distribution quantity;
the allocation amount determining module 603 is specifically configured to:
and determining the target service distribution amount of the service personnel in the target unit time according to the corresponding service distribution amount when the service completion amount in the plurality of historical unit times is maximum, the fluctuation condition of the service completion amount in the plurality of historical unit times and the regulation and control factor.
In a possible implementation manner, the fluctuation condition of the service completion amount in the plurality of historical unit times is a variance of the service completion amount in the plurality of historical unit times, and the allocation amount determining module 603 is specifically configured to:
obtaining the product of the variance of the service completion quantity and the regulation factor;
acquiring the sum of the corresponding service distribution amount and the product when the service completion amount is maximum;
and determining the target service distribution amount of the service personnel in the target unit time according to the sum.
In a possible implementation manner, the allocation amount determining module 603 is specifically configured to:
determining the initial service distribution amount of the service personnel in the target unit time according to the corresponding service distribution amount when the service completion amount is maximum, the fluctuation conditions of the service completion amount in a plurality of historical unit times and the regulation and control factors;
if the difference value between the sum of the initial service distribution amount of at least one service person in the target unit time and the preset total service amount is greater than or equal to the preset difference value, adjusting the regulation factor, and determining the target service distribution amount of the service person in the target unit time according to the corresponding service distribution amount when the service completion amount in the plurality of historical unit times is maximum, the fluctuation condition of the service completion amount in the plurality of historical unit times and the adjusted regulation factor;
and if the difference value between the sum of the initial service distribution amount of at least one service person in the target unit time and the preset total service amount is smaller than the preset difference value, determining the initial service distribution amount of the service person in the target unit time as the target service distribution amount.
In one possible implementation, as shown in fig. 7, the apparatus further includes a clustering module 605 configured to:
clustering at least one service person to obtain one or more service groups;
aiming at each business group, determining historical business data of the business group according to the historical business data of each business person in the business group;
and determining historical service data of a service group to which the service personnel belong as historical service data of the service personnel.
In a possible implementation manner, the clustering module 605 is specifically configured to:
clustering at least one service personnel according to the characteristic information of at least one service personnel to obtain one or more service groups;
the characteristic information of the business personnel comprises one or more of the following items: identity characteristics of the business personnel, identity characteristics of the business personnel's service objects.
The data processing apparatus provided in any of the foregoing embodiments is configured to execute the technical solution of any of the foregoing method embodiments, and the implementation principle and the technical effect are similar, which are not described herein again.
Fig. 8 is a schematic structural diagram of an electronic device according to an embodiment of the present invention. As shown in fig. 8, the electronic device may include: a memory 801, a processor 802 and a service allocation program stored on the memory 801 and executable on the processor 802, the service allocation program implementing the steps of the service allocation method according to any of the preceding embodiments when executed by the processor 802.
Alternatively, the memory 801 may be separate or integrated with the processor 802.
For the implementation principle and the technical effect of the device provided by this embodiment, reference may be made to the foregoing embodiments, and details are not described here.
An embodiment of the present invention further provides a computer-readable storage medium, where a service allocation program is stored on the computer-readable storage medium, and when being executed by a processor, the service allocation program implements the steps of the service allocation method according to any of the foregoing embodiments.
In the embodiments provided in the present invention, it should be understood that the disclosed apparatus and method may be implemented in other ways. For example, the above-described device embodiments are merely illustrative, and for example, the division of the modules is only one logical division, and other divisions may be realized in practice, for example, a plurality of modules may be combined or integrated into another system, or some features may be omitted, or not executed.
The integrated module implemented in the form of a software functional module may be stored in a computer-readable storage medium. The software functional module is stored in a storage medium and includes several instructions for causing a computer device (which may be a personal computer, a server, or a network device) or a processor to execute some steps of the methods according to the embodiments of the present invention.
It should be understood that the Processor may be a Central Processing Unit (CPU), other general purpose Processor, a Digital Signal Processor (DSP), an Application Specific Integrated Circuit (ASIC), etc. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like. The steps of a method disclosed in connection with the present invention may be embodied directly in a hardware processor, or in a combination of the hardware and software modules within the processor.
The memory may comprise a high-speed RAM memory, and may further comprise a non-volatile storage NVM, such as at least one disk memory, and may also be a usb disk, a removable hard disk, a read-only memory, a magnetic or optical disk, etc.
The storage medium may be implemented by any type or combination of volatile or non-volatile memory devices, such as Static Random Access Memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic memory, flash memory, magnetic or optical disks. A storage media may be any available media that can be accessed by a general purpose or special purpose computer.
An exemplary storage medium is coupled to the processor such the processor can read information from, and write information to, the storage medium. Of course, the storage medium may also be integral to the processor. The processor and the storage medium may reside in an Application Specific Integrated Circuits (ASIC). Of course, the processor and the storage medium may reside as discrete components in an electronic device or host device.
It should be noted that, in this document, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises the element.
The above-mentioned serial numbers of the embodiments of the present invention are merely for description and do not represent the merits of the embodiments.
Through the above description of the embodiments, those skilled in the art will clearly understand that the method of the above embodiments can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware, but in many cases, the former is a better implementation manner. Based on such understanding, the technical solutions of the present invention may be embodied in the form of a software product, which is stored in a storage medium (such as ROM/RAM, magnetic disk, optical disk) and includes instructions for enabling a terminal device (such as a mobile phone, a computer, a server, an air conditioner, or a network device) to execute the method according to the embodiments of the present invention.
The above description is only a preferred embodiment of the present invention, and not intended to limit the scope of the present invention, and all modifications of equivalent structures and equivalent processes, which are made by using the contents of the present specification and the accompanying drawings, or directly or indirectly applied to other related technical fields, are included in the scope of the present invention.

Claims (10)

1. A method for service allocation, comprising:
acquiring historical service data of at least one service worker, which is sent by a terminal, wherein the historical service data comprises service distribution quantity and service completion quantity in a plurality of historical unit times before a target unit time;
for each service person, determining the fluctuation condition of the service completion amount in a plurality of historical unit times according to the service completion amount of the service person in a plurality of historical unit times;
determining the target service distribution amount of the service personnel in the target unit time according to the service distribution amount, the service completion amount and the fluctuation condition of the service completion amount in the plurality of historical unit times;
and sending the target service distribution amount to the terminal.
2. The method of claim 1, wherein determining the target business allocation amount of the business person in the target unit time according to the business allocation amount, the business completion amount and the fluctuation condition of the business completion amount in the plurality of historical unit times comprises:
determining the corresponding service distribution amount when the service completion amount in the historical unit time is maximum according to the service distribution amount and the service completion amount in the historical unit time;
and determining the target service distribution amount of the service personnel in the target unit time according to the corresponding service distribution amount when the service completion amount in the plurality of historical unit times is maximum and the fluctuation condition of the service completion amount in the plurality of historical unit times.
3. The method according to claim 2, wherein determining the target business allocation amount of the business person in the target unit time according to the business allocation amount corresponding to the maximum business completion amount in the plurality of historical unit times and the fluctuation condition of the business completion amount in the plurality of historical unit times further comprises:
receiving a regulation factor sent by the terminal, wherein the regulation factor is used for controlling the influence degree of the fluctuation condition of the service completion quantity on the service distribution quantity;
the determining the target service distribution amount of the service personnel in the target unit time according to the corresponding service distribution amount when the service completion amount in the plurality of historical unit times is maximum and the fluctuation condition of the service completion amount in the plurality of historical unit times comprises the following steps:
and determining the target service distribution amount of the service personnel in the target unit time according to the corresponding service distribution amount when the service completion amount in the plurality of historical unit times is maximum, the fluctuation condition of the service completion amount in the plurality of historical unit times and the regulation and control factor.
4. The method as claimed in claim 3, wherein the fluctuation condition of the traffic completion amount in the plurality of historical unit times is a variance of the traffic completion amount in the plurality of historical unit times, and the determining the target traffic distribution amount of the service person in the target unit time according to the corresponding traffic distribution amount when the traffic completion amount in the plurality of historical unit times is maximum, the fluctuation condition of the traffic completion amount in the plurality of historical unit times, and the regulation and control factor comprises:
obtaining the product of the variance of the service completion quantity and the regulation factor;
acquiring the sum of the product and the corresponding service distribution amount when the service completion amount is maximum;
and determining the target service distribution amount of the service personnel in the target unit time according to the sum.
5. The method according to claim 3 or 4, wherein the determining the target service allocation amount of the service person in the target unit time according to the service allocation amount corresponding to the maximum service completion amount in the plurality of historical unit times, the fluctuation condition of the service completion amount in the plurality of historical unit times, and the regulation factor comprises:
determining the initial service distribution amount of the service personnel in the target unit time according to the corresponding service distribution amount when the service completion amount is maximum, the fluctuation condition of the service completion amount in the historical unit times and the regulation and control factor;
if the difference between the sum of the initial service distribution amounts of the at least one service person in the target unit time and the preset total service amount is greater than or equal to a preset difference, adjusting the regulation factor, and determining the target service distribution amount of the service person in the target unit time according to the corresponding service distribution amount when the service completion amount in the plurality of historical unit times is maximum, the fluctuation condition of the service completion amount in the plurality of historical unit times and the adjusted regulation factor;
and if the difference between the sum of the initial service distribution amounts of the at least one service person in the target unit time and the preset total service amount is smaller than a preset difference, determining the initial service distribution amount of the service person in the target unit time as the target service distribution amount.
6. The method according to any one of claims 1-4, wherein before determining the fluctuation condition of the completion amount of the business in the plurality of historical unit times according to the completion amount of the business in the plurality of historical unit times of the business personnel, further comprising:
clustering the at least one service personnel to obtain one or more service groups;
aiming at each business group, determining historical business data of the business group according to the historical business data of each business person in the business group;
and determining historical service data of a service group to which a service person belongs as the historical service data of the service person.
7. The method of claim 6, wherein clustering the at least one service person to obtain one or more service groups comprises:
clustering the at least one service personnel according to the characteristic information of the at least one service personnel to obtain one or more service groups;
the characteristic information of the service personnel comprises one or more of the following items: the identity characteristics of the business personnel and the identity characteristics of the service objects of the business personnel.
8. A traffic distribution apparatus, characterized in that the apparatus comprises:
the system comprises an acquisition module, a processing module and a processing module, wherein the acquisition module is used for acquiring historical service data of at least one service worker, which is sent by a terminal, and the historical service data comprises service distribution quantity and service completion quantity in a plurality of historical unit times before a target unit time;
the fluctuation determining module is used for determining the fluctuation condition of the service completion amount in a plurality of historical unit times according to the service completion amount of each service person in a plurality of historical unit times;
the distribution quantity determining module is used for determining the target service distribution quantity of the service personnel in the target unit time according to the service distribution quantity, the service completion quantity and the fluctuation condition of the service completion quantity in the plurality of historical unit times;
and the sending module is used for sending the target service distribution amount to the terminal.
9. An electronic device, characterized in that the electronic device comprises: memory, processor and a traffic distribution program stored on the memory and executable on the processor, which when executed by the processor implements the steps of the traffic distribution method according to any of claims 1 to 7.
10. A computer-readable storage medium, characterized in that the computer-readable storage medium has stored thereon a service distribution program which, when executed by a processor, implements the steps of the service distribution method according to any one of claims 1 to 7.
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