CN112200444B - Service distribution method, device, equipment and storage medium - Google Patents

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

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CN112200444B
CN112200444B CN202011065054.8A CN202011065054A CN112200444B CN 112200444 B CN112200444 B CN 112200444B CN 202011065054 A CN202011065054 A CN 202011065054A CN 112200444 B CN112200444 B CN 112200444B
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unit time
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CN112200444A (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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    • 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
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    • 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
    • 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 person transmitted by a terminal, wherein the historical service data comprises service allocation amounts and service completion amounts in a plurality of historical unit times before a target unit time; for each business person, determining fluctuation conditions of the business completion amount in a plurality of historical unit time according to the business allocation amount and the business completion amount of the business person in a plurality of historical unit time; determining a target business allocation amount of business personnel in a target unit time according to business allocation amounts, business completion amounts and fluctuation conditions of the business completion amounts in a plurality of historical unit times; and sending the target service allocation amount to the terminal. The invention reasonably and pointedly determines the business allocation amount of the business personnel in the target unit time based on the historical business data of the business personnel, and effectively improves the business allocation 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 service allocation method, apparatus, device, and storage medium.
Background
In the service industry, service allocation personnel allocate a certain amount of customer lists to service personnel, and the service personnel contact customers on the customer lists after taking the customer lists to provide services for the customers. Too few customer lists are distributed for the service personnel, so that the labor cost is increased, too many customer lists are distributed for the service personnel, the service personnel cannot be patiently communicated with customers, the service completion amount of the service personnel is affected, and the customer experience is also affected. Therefore, it is particularly important to determine the appropriate traffic allocation amount for the traffic personnel.
In the related art, the task allocation personnel manually determines the number of client lists issued to business personnel by self-feeling, or issues the client lists with fixed number to different business personnel through a client data management system.
In the above manner, whether the number of the services allocated to the service personnel is appropriate or not is not objectively considered, and the service allocation effect is to be improved.
Disclosure of Invention
The invention mainly aims to provide a service distribution method, a device, equipment and a storage medium, which aim to solve the technical problem of poor service distribution effect caused by unreasonable service distribution quantity.
In order to achieve the above object, the present invention provides a service allocation method, including:
acquiring historical service data of at least one service person transmitted by a terminal, wherein the historical service data comprises service allocation amounts and service completion amounts in a plurality of historical unit time before a target unit time;
for each business person, determining fluctuation conditions of business completion amounts in a plurality of historical unit time according to business completion amounts of the business person in the plurality of historical unit time;
determining a target business allocation amount of the business personnel in the target unit time according to business allocation amounts, business completion amounts and fluctuation conditions of the business completion amounts in the plurality of historical unit time;
and sending the target service allocation amount to the terminal.
In one possible implementation manner, the determining the target service allocation amount of the service personnel 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 allocation amount when the service completion amount is maximum in the plurality of historical unit time according to the service allocation amount and the service completion amount in the plurality of historical unit time;
And determining the target business allocation amount of the business personnel in the target unit time according to the corresponding business allocation amount when the business completion amount is maximum in the plurality of historical unit time and the fluctuation condition of the business completion amount in the plurality of historical unit time.
In one possible implementation manner, before determining the target service allocation amount of the service personnel 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 regulating factor sent by the terminal, wherein the regulating factor is used for controlling the influence degree of the fluctuation condition of the service completion quantity on the service allocation quantity;
the determining the target service allocation amount of the service personnel in the target unit time according to the service allocation amount corresponding to the maximum service completion amount in the plurality of historical unit time and the fluctuation condition of the service completion amount in the plurality of historical unit time comprises the following steps:
and determining the target business allocation amount of the business personnel in the target unit time according to the business allocation amount corresponding to the maximum business completion amount in the plurality of historical unit time, the fluctuation condition of the business completion amount in the plurality of historical unit time and the regulating factor.
In one possible implementation manner, the fluctuation condition of the traffic completion amount in the plurality of historical unit time is a variance of the traffic completion amount in the plurality of historical unit time, and the determining the target traffic allocation amount of the traffic personnel in the target unit time according to the traffic allocation amount corresponding to the maximum traffic completion amount in the plurality of historical unit time, the fluctuation condition of the traffic completion amount in the plurality of historical unit time, and the regulation factor includes:
obtaining the product of the variance of the business completion amount and the regulating factor;
acquiring a sum of the service allocation amount corresponding to the maximum service completion amount and the product;
and determining the target service allocation amount of the service personnel in the target unit time according to the sum value.
In one 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 regulatory factor, the target service allocation amount of the service personnel in the target unit time includes:
determining initial business allocation amount of the business personnel in the target unit time according to the corresponding business allocation amount when the business completion amount is maximum, fluctuation conditions of the business completion amount in the plurality of historical unit time and the regulating factors;
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 larger than or equal to a preset difference, the regulating factor is adjusted, and the target service distribution amount of the service person in the target unit time is determined 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 regulated regulating factor;
and if the difference between the sum of the initial business allocation amounts of the at least one business person in the target unit time and the preset business total amount is smaller than the preset difference, determining that the initial business allocation amount of the business person in the target unit time is the target business allocation amount.
In one possible implementation manner, before determining the fluctuation condition of the traffic completion amount in the plurality of historical unit times according to the traffic completion amount in the plurality of historical unit times of the traffic personnel, the method further includes:
clustering the at least one business person to obtain one or more business groups;
for 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 the historical service data of the service group to which the service personnel belong as the historical service data of the service personnel.
In a possible implementation manner, the clustering the at least one business person to obtain one or more business groups includes:
clustering the at least one business person according to the characteristic information of the at least one business person to obtain one or more business groups;
the characteristic information of the business personnel comprises one or more of the following: the identity characteristics of the business personnel and the identity characteristics of the service objects of the business personnel.
The invention also provides a service distribution device, which comprises:
the system comprises an acquisition module, a service distribution module and a service completion module, wherein the acquisition module is used for acquiring historical service data of at least one service person sent by a terminal, and the historical service data comprises service distribution amounts and service completion amounts in a plurality of historical unit time before a target unit time;
the fluctuation determining module is used for determining fluctuation conditions of the business completion amount in the historical unit time according to the business completion amount of each business person in the historical unit time;
The distribution amount determining module is used for 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 time;
and the sending module is used for sending the target service allocation amount to the terminal.
The invention also provides an electronic device comprising: memory, a processor and a service allocation program stored on the memory and executable on the processor, which when executed by the processor, implements the steps of the service allocation method according to any one of the preceding claims.
The present invention also provides a computer-readable storage medium having stored thereon a service allocation program which, when executed by a processor, implements the steps of the service allocation method according to any of the preceding claims.
In the invention, historical business data of at least one business person transmitted by a terminal are acquired, the historical business data comprise business allocation amount and business completion amount in a plurality of historical unit time before a target unit time, for each business person, fluctuation conditions of the business completion amount in the plurality of historical unit time are determined according to the business completion amount of the business person in the plurality of historical unit time, target business allocation amount of the business person in the target unit time is determined according to the business allocation amount, the business completion amount and fluctuation conditions of the business completion amount in the plurality of historical unit time, and the target business allocation amount is transmitted to the terminal equipment, so that a user can allocate business to the business person according to the target business allocation amount. Therefore, the target business distribution amount of the business personnel in the target unit time is determined based on the business distribution amount, the business completion amount and the fluctuation condition of the business completion amount of the business personnel in a plurality of historical unit times, the rationality of the target business distribution amount is improved, the business capability of the business personnel can be fully considered, the business distribution amount of the business personnel is reasonably and pertinently determined, and the business 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 flow chart of a service allocation method according to an embodiment of the present invention;
fig. 3 is a flow chart of a service allocation method according to another embodiment of the present invention;
fig. 4 is a flow chart of a service allocation method according to another embodiment of the present invention;
fig. 5 is a 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 distribution device according to an embodiment of the present invention;
fig. 7 is a schematic structural diagram of a service distribution device 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 achievement of the objects, functional features and advantages of the present invention will be further described with reference to the accompanying drawings, in conjunction with the embodiments.
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, service distribution personnel distribute a certain amount of services to service personnel, the service personnel complete the tasks, if the service personnel distribute too little services, more service personnel need to be arranged to complete all the services, the potential of the service personnel cannot be exerted, if the service personnel distribute too much services, the service personnel can be stressed in time, and the service completion effect cannot be ensured.
Taking the electricity marketing industry as an example, a service distributor distributes a certain amount of customer lists to electricity marketing personnel, and after the electricity marketing personnel take the customer lists, the customer lists are contacted with the customers on the customer lists by telephone to promote products, so that potential customers are converted into final customers. If too few customer lists are allocated to the electric sales personnel, more electric sales personnel need to be arranged, and the cost of manpower correspondingly rises, so that the customer conversion rate of the electric sales personnel is affected. If too many customer lists are distributed for the electric sales personnel, the electric sales personnel cannot be patiently communicated with customers, so that the customer conversion rate of the electric sales personnel is influenced, and the customer experience is also influenced.
Therefore, it is particularly important to determine the appropriate traffic allocation amount for the traffic personnel.
In the related art, one way is to manually determine the number of services issued to the service personnel by the service distribution personnel by means of their own knowledge of the capabilities of the service personnel, and the other way is to issue a fixed number of services to different service personnel by the client data management system, for example, the number of client lists distributed to different service personnel is the same in one day.
The service distribution method by means of subjective knowledge of the customer information manager cannot objectively consider whether the quantity of the service distributed to the service manager is proper or not. The manner in which a fixed number of services are delivered to different service personnel does not take into account the capability differences between the service personnel. Therefore, the problem of how to determine a reasonable amount of service allocation for a service person is to be solved.
In order to improve the rationality of service allocation amount, the embodiment of the invention provides a service allocation method, which is used for acquiring historical service data of at least one service person sent by a terminal, wherein the historical service data comprises service allocation amounts and service completion amounts in a plurality of historical unit time in a target unit time, determining fluctuation conditions of the service completion amounts in the plurality of historical unit time according to the service completion amounts in the plurality of historical unit time in the historical service data for each service person, determining target service allocation amounts of the service person in the target unit time according to the service allocation amounts, the service completion amounts and the fluctuation conditions of the service completion amounts in the plurality of historical unit time, and sending the target service allocation amounts to the terminal. Therefore, the target task allocation amount of the business personnel in the target unit time is determined based on the business allocation amount, the business completion amount and the fluctuation condition of the business completion amount of the business personnel in a plurality of historical unit times, the business capability of the business personnel is fully considered, the business allocation amount of the business personnel is reasonably and pertinently determined, and the business 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 allocation person is located, and a terminal where a service person is located, where the data processing device is used as a main body for executing the service allocation method provided by the embodiment of the present invention, and is used for determining a service allocation amount for one or more service persons. Therefore, in the service distribution process, the service distributor can request the data processing equipment to determine the service distribution amount through the terminal, the data processing equipment can send the determined task distribution amount to the terminal where the task distributor is located and/or the terminal where the service distributor is located after determining the task distribution amount, and the terminal where the task distributor is located can distribute tasks to the terminal where the service distributor is located according to the determined task distribution amount.
The data processing device may be any device having data processing capability, such as a computer, a server, and a server, such as a local server, a cloud server. The terminals where the service distribution personnel are located and the terminals where the service personnel are located are, for example, computers, mobile devices (e.g. mobile phones), wearable devices (e.g. smart bracelets, smart watches), vehicle devices, personal digital processing devices (Personal Digital Assistant, PDA). In fig. 1, a data processing apparatus is taken as a server, and a terminal is taken as a computer as an example.
Some embodiments of the present invention are described in detail below with reference to the accompanying drawings. The embodiments and features of the embodiments described below may be combined with each other without conflict between the embodiments.
It should be noted that, the terminal in the subsequent embodiment refers to a terminal where a service distributor is located.
Fig. 2 is a flow chart of a service allocation method according to an embodiment of the present invention. The main execution body of the method of the present embodiment is, for example, the data processing apparatus 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, acquiring historical service data of at least one service person sent by a terminal, wherein the historical service data comprises service allocation amounts and service completion amounts in a plurality of historical unit time before a target unit time.
In this embodiment, after receiving the service allocation amount determining request of the terminal device, the historical service data of at least one service person sent by the terminal device may be received, or the historical service data of at least one service person may be obtained from the service allocation amount determining 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 acquiring the historical service data of at least one service person sent by the terminal, in one possible implementation manner, the historical service data of at least one service person input by a user on the data processing device may be directly acquired, the historical service data of at least one service person may be stored on the data processing device in advance, and after receiving a service allocation amount determination request of the terminal device, the prestored historical service data of at least one service person may be acquired.
In this embodiment, if historical service data of a plurality of service personnel are obtained, the personnel identification of the plurality of service personnel, for example, the employee number of the service personnel, may be distinguished by the plurality of service personnel.
In this embodiment, the historical service data of the service personnel includes the service allocation amount and the service completion amount of the service personnel in a plurality of historical unit times before the target unit time.
Wherein the unit time is, for example, one hour, one day, 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, 8 points, 1 month, 1 day, 1 month, and 1 month. Alternatively, the target unit time may be a future unit time, i.e., one unit time within a future time period (e.g., a future week, a future quarter), for example, if one hour is a unit time, the target unit time may be a certain hour in the future time period, e.g., a next hour at the current time, if one day is a unit time, the target unit time may be a certain day of the future time, e.g., a next day of the current day, if one month is a unit time, the target unit time may be a month of the future time, e.g., a next month of the current month.
Wherein the plurality of historical unit times includes a plurality of unit times over a historical time period, such as five days over the past week, and three months over a quarter.
The service allocation amount of the service personnel refers to the number of services allocated to the service personnel. The service completion amount of the service personnel can refer to the number of the services completed by the service personnel, the service completion score of the service personnel, the number of the services with successful completion results of the service personnel, or the ratio of the number to the service allocation amount.
Taking service content as an example of telephone contact clients, the service allocation amount of service personnel refers to the number of client lists allocated to the service personnel. The service completion amount of the service personnel can refer to the number of customer lists contacted by the service personnel, the service completion score of the service personnel (such as scoring the service personnel according to the number of customers contacted by the service personnel and the number of customers successfully placed in the customers contacted by the service personnel), and the ratio of the number of customers successfully placed in the customers contacted by the service personnel to the total number of customers contacted by the service personnel, namely the conversion rate of finally converting the personnel in the customer lists into the customers.
In one possible implementation, 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 allocation amount of the service personnel can be determined at the designated time, and the time rationality of service allocation is improved. For example, a business person may leave at 17 points per day, a time threshold may be set at 17 points per day, and when the time of day reaches 17 points, the data processing apparatus begins to determine the amount of business allocation for the next day of the business person.
S202, determining fluctuation conditions of the business completion amount in a plurality of historical unit time according to the business completion amount of the business personnel in the plurality of historical unit time for each business personnel.
In this embodiment, the historical business data of the business personnel includes the business allocation amount and the business completion amount of the business personnel in a plurality of historical unit times, and it can be seen that the business allocation amount and the business completion amount in each historical unit time reflect: and in the historical unit time, the business personnel completes the business after the business of the business allocation amount is issued. Thus, the service allocation amount and the service completion amount in each history unit time represent the service capability of the service personnel.
In this embodiment, the fluctuation condition of the service completion amount of the service personnel in a plurality of historical unit times may be obtained by comparing the service completion amounts of the service personnel in each historical unit time. For example, the situation where the business person increases the business completion amount in a plurality of history unit times (the business person increases the business completion amount increase rate in a history event section, the business completion amount increase rate is positive when the business person increases the business completion amount, and the business completion amount increase rate is negative when the business person decreases the business completion amount), such as the difference between the lowest business completion amount and the highest business completion amount in a plurality of history unit times. Therefore, the fluctuation condition of the business completion amount of the business personnel in a plurality of historical unit time can more accurately and reliably reflect the business capability of the business personnel, including average business capability and the increase condition of the business capability.
S203, determining the target business allocation amount of business personnel 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 time.
In this embodiment, after obtaining the fluctuation conditions of the service distribution amount, the service completion amount and the service completion amount of the service personnel in the plurality of historical unit times, the service completion amount of the service personnel under different service distribution amounts is obtained according to the service distribution amount and the service completion amount of the service personnel in the plurality of historical unit times, and the target service distribution amount of the service personnel in the target unit time is determined according to the fluctuation conditions of the service completion amount and the service completion amount of the service personnel under different service distribution amounts, so that not only the service performance of the service personnel in the historical unit time but also the service capability change of the service personnel can be considered, thereby fully and accurately considering the service capability of the service personnel and effectively improving the rationality of the target service distribution amount.
S204, sending the target service allocation amount to the terminal.
In this embodiment, after determining the target service allocation amount of the service personnel 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 personnel according to the target task allocation amount. If the number of the service personnel is a plurality of, the target service allocation amount and the personnel identification corresponding to the target service allocation amount can be sent to the terminal equipment, so that a user of the terminal can conveniently know the target service allocation amounts respectively corresponding to the plurality of service personnel.
In one possible implementation manner, after determining the service allocation amount, the contact manner (such as a mailbox address, a mobile phone number) of the service personnel or a binding terminal (such as a mobile phone, a computer and the like bound to the personnel identifier of the service personnel) of the service personnel can be obtained according to the personnel identifier of the service personnel, and the service allocation amount is sent to the service personnel or the service allocation amount is sent to the binding terminal of the service personnel according to the contact manner, so that the service personnel can know the service allocation amount of the service personnel in time. The business person can then conduct the electricity sales according to his own business allocation.
In this embodiment, the determination of the service allocation amount of a single service person may be implemented, or the determination of the service allocation amounts of a plurality of service persons may be implemented. When determining the business distribution amount of a single business person, the target business distribution amount of the business person in the target unit time can be determined according to the business distribution amount, the business completion amount and the fluctuation condition of the business completion amount of the business person in a plurality of historical unit time. When determining the business distribution amount of a plurality of business personnel, the target business distribution amount of each business personnel in the target unit time can be respectively determined according to the business distribution amount, the business completion amount and the fluctuation condition of the business completion amount of each business personnel in a plurality of historical unit time. The business capacity of each business person is different, and the determined target business allocation amount of each business person in the target unit time is different, so that the business allocation amount can be reasonably and pertinently determined for different business persons, and the business allocation effect is improved.
Fig. 3 is a flow chart of a service allocation method according to another embodiment of the present invention. The main execution body of the method of the present embodiment is, for example, the data processing apparatus 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, acquiring historical service data of at least one service person sent by a terminal, wherein the historical service data comprise service allocation amounts and service completion amounts in a plurality of historical unit time 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 service capability of the service personnel is reflected, the more the service allocation volume is determined according to the historical service data, the service capability of the service personnel is more met, and the higher the rationality of service allocation is.
By way of example, the historical business data for business personnel may be expressed as:
[(a 1 ,b 1 ),(a 2 ,b 2 ),…,(a i ,b i ),…,(a n ,b n )]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 unit time of history, a i B is the service allocation amount in the ith unit time in the historical unit time i Is the traffic completion amount in the i-th unit time in the historical unit time.
For example, taking the past year as an example of the historical unit time, 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: business staff allocation and completion amount in each month of the past year.
In this embodiment, the specific implementation process of S301 may refer to the description of S201, and will not be repeated.
S302, determining fluctuation conditions of the business completion amount in a plurality of historical unit time according to the business completion amount of the business personnel in the plurality of historical unit time for each business personnel.
In this embodiment, the specific implementation process of S302 may refer to the description of S202, which is not repeated.
S303, determining the corresponding service allocation amount when the service completion amount is maximum in the plurality of historical unit time according to the service allocation amount and the service completion amount in the plurality of historical unit time.
In this embodiment, for each business person, the business completion amounts of the business person in each historical unit time may be compared to obtain the business completion amounts with the largest values in a plurality of historical unit times. Because the service allocation amount and the service completion amount in the plurality of historical unit time are in one-to-one correspondence, the service completion amount corresponding to the maximum service completion amount in the plurality of historical unit time can be obtained in the historical service data of the service staff, in other words, the service allocation amount corresponding to the service completion amount with the maximum value is obtained from the service allocation amount in the plurality of historical unit time.
S304, determining the target business allocation amount of business personnel in the target unit time according to the corresponding business allocation amount when the business completion amount is maximum in the plurality of historical unit time and the fluctuation condition of the business completion amount in the plurality of historical unit time.
In this embodiment, the service allocation amount corresponding to the maximum service completion amount of the service staff in the plurality of historical unit times reflects the service allocation amount when the service staff obtains the maximum service completion amount in the plurality of historical unit times, and the service allocation amount can be considered to be adapted to the service capability of the service staff. The business capability of the business personnel is affected by various factors, such as business allocation amount, business difficulty and experience of the business personnel, and the fluctuation condition of the business completion amount of the business personnel in a plurality of historical unit time can reflect the change condition of the business capability of the business personnel in a plurality of historical unit time under the influence of various factors. Therefore, the target business distribution amount of the business personnel in the target unit time can be determined according to the business distribution amount corresponding to the business personnel when the business completion amount is maximum in the plurality of historical unit time and the fluctuation condition of the business completion amount of the business personnel in the plurality of historical unit time, so that the optimal performance of the business personnel in the plurality of historical unit time and the business capability of the business personnel are fully considered when the business distribution amount of the business personnel is determined, the rationality of the business distribution amount is improved, and further the business distribution effect is improved.
In this embodiment, in determining the target service allocation amount of the service person in the target unit time according to the service allocation amount corresponding to the service person when the service completion amount is maximum in the plurality of historical unit times and the fluctuation condition of the service person when the service completion amount is maximum in the plurality of historical unit times, the service allocation amount corresponding to the service person when the service completion amount is maximum in the plurality of historical unit times may be initially determined as the target service allocation amount of the service person in the target unit time, and then the initially determined target service allocation amount is adjusted according to the fluctuation condition of the service person in the plurality of historical unit times, so as to obtain the final target service allocation amount.
As an example, if the fluctuation condition of the service completion amount of the service personnel in the plurality of historical unit times reflects that the service personnel generally shows a decreasing trend of the service completion amount in the plurality of historical unit times, for example, the service completion amount is decreased due to the influence of factors such as overlarge service allocation amount, larger service difficulty, unstable emotion of the service personnel and the like, the preliminarily determined target task allocation amount may be adjusted by a preset value so as to adjust the service pressure of the service personnel and help the service personnel 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 business capability of business personnel.
And S305, sending the target service allocation amount to the terminal.
In this embodiment, the specific implementation process of S305 may refer to the description of S204, and will not be repeated.
In this embodiment, in the historical service data of the service personnel, the fluctuation condition of the service completion amount of the service personnel in a plurality of historical unit time is determined, the service allocation amount corresponding to the service personnel when the service completion amount is maximum in a plurality of historical unit time is obtained, and the target service allocation amount of the service personnel in the target unit time is determined according to the fluctuation condition of the service completion amount of the service personnel in a plurality of historical unit time and the service allocation amount corresponding to the service completion amount when the service completion amount is maximum, so that the service capability of the service personnel is fully considered, the rationality of the service allocation amount is effectively improved, the service allocation amount is determined for the service personnel in a targeted manner, and the task allocation effect is improved.
Fig. 4 is a flow chart of a service allocation method according to another embodiment of the present invention. The main execution body of the method of this embodiment may be, for example, the data processing apparatus 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, acquiring historical service data of at least one service person sent by a terminal, wherein the historical service data comprises service allocation amounts and service completion amounts in a plurality of historical unit time before a target unit time.
S402, determining fluctuation conditions of the business completion amount in a plurality of historical unit time according to the business completion amount of the business personnel in the plurality of historical unit time for each business personnel.
S403, determining the corresponding service allocation amount when the service completion amount is maximum in the plurality of historical unit time according to the service allocation amount and the service completion amount in the plurality of historical unit time.
In this embodiment, specific implementation processes of S401 to S403 may refer to corresponding contents of the embodiments shown in fig. 2 and fig. 3, and are not described again.
S404, receiving a regulating factor sent by the terminal, wherein the regulating factor is used for controlling the influence degree of the fluctuation condition of the service completion quantity on the service allocation quantity.
In this embodiment, S403 may exchange the execution order with S401, S402, and S403, respectively.
In this embodiment, a regulatory factor sent by a user through a terminal is received, so that the influence degree of fluctuation of the service completion amount on the service allocation amount is adjusted through the regulatory factor. For example, the degree of influence of the fluctuation condition of the traffic completion amount on the traffic allocation amount increases when the regulation factor increases, and the degree of influence of the fluctuation condition of the traffic completion amount on the traffic allocation amount decreases when the regulation factor decreases. Therefore, the channel for intervening the service allocation amount can be provided for the user through the regulating factors, and the service allocation amount of the service personnel can be adjusted through multiple attempts, so that the capability improvement of the service personnel is facilitated, and the more abundant historical service data can be obtained.
In this embodiment, the regulatory factor sent by the user through the terminal may be received to intervene in the task allocation amount of the single business person in the process of determining the task allocation amount for the single business person, or the regulatory factor sent by the user through the terminal may be received to intervene in the task allocation amounts of the plurality of business persons in the process of determining the task allocation amount for the plurality of business persons.
S405, determining the target service allocation amount of service personnel in the target unit time according to the service allocation amount corresponding to the maximum service completion amount in the plurality of historical unit time, the fluctuation condition of the service completion amount in the plurality of historical unit time and the regulation factor.
In this embodiment, in determining the target service allocation amount of the service person in the target unit time according to the service allocation amount corresponding to the service person when the service completion amount is maximum in the plurality of historical unit times and the fluctuation condition of the service person when the service completion amount is maximum in the plurality of historical unit times, the service allocation amount corresponding to the service person when the service completion amount is maximum in the plurality of historical unit times may be initially determined as the target service allocation amount of the service person in the target unit time, and then the fluctuation condition of the service completion amount of the service person in the plurality of historical unit times is adjusted according to the adjustment factor, for example, the fluctuation condition of the service completion amount is enlarged or reduced. And adjusting the primarily determined target service distribution amount according to the fluctuation condition after the service completion amount is adjusted, so as to obtain the final target service distribution amount.
S406, sending the target service allocation amount to the terminal.
In this embodiment, the specific implementation process of S406 may refer to the corresponding content of the embodiments shown in fig. 2 and fig. 3, and will not be described again.
In this embodiment, according to the service allocation amount corresponding to the service personnel when the service completion amount is the largest in the plurality of historical unit time, the fluctuation variance of the service completion amount of the service personnel in the plurality of historical unit time, and the regulatory factor sent by the terminal, the target service allocation amount of the service personnel in the target unit time is determined, so that the service capability of the service personnel can be fully considered, an intervention channel for service allocation is provided for the user, the rationality and the applicability of the service allocation amount are improved, and the service allocation effect is improved.
In some embodiments, the fluctuation condition of the business completion amount of the business person in the plurality of history unit times is a variance of the business completion amount of the business person in the plurality of history unit times, and thus the fluctuation condition of the business completion amount is sufficiently represented by a standard deviation of the variance.
In the process of determining the target service allocation amount of the service personnel in the target unit time according to the service allocation amount corresponding to the maximum service completion amount in the plurality of historical unit time, the fluctuation condition of the service completion amount in the plurality of historical unit time and the regulation factor, one possible implementation manner is as follows: obtaining the product of the variance of the business completion amount and the regulating factor; acquiring a sum of service allocation quantity and product corresponding to the maximum service completion quantity; and determining the target service allocation amount of service personnel in the target unit time according to the sum value of the service allocation amount and the product corresponding to the maximum service completion amount.
In this embodiment, the product of the variance of the service completion amount and the regulatory factor is obtained by multiplying the variance of the service completion amount and the regulatory factor in a plurality of historical unit time by the service personnel, so as to control the fluctuation condition of the service completion amount by the regulatory factor. And summing products of the service distribution amount corresponding to the maximum service completion amount of the service personnel in the plurality of historical unit events, the variance of the service completion amount and the regulating factor to obtain a sum of products of the variance of the service completion amount and the regulating factor, and the service distribution amount corresponding to the maximum service completion amount. Finally, the sum obtained by solving is set as the target service allocation amount of the service personnel in the target unit time.
Therefore, by integrating the business distribution amount corresponding to the business personnel when the business completion amount is maximum in the plurality of historical unit events, the fluctuation condition of the business personnel when the business completion amount is maximum in the plurality of historical unit events and the regulation factor, the determined target business distribution amount converges to the business distribution amount corresponding to the business personnel when the business completion amount is maximum in the plurality of historical unit events, and interference items are added to the target business distribution amount, so that the target business distribution amount can fluctuate near the business distribution amount corresponding to the business personnel when the business completion amount is maximum in the plurality of historical unit events, and can smoothly transit to the business distribution amount corresponding to the business completion amount which is larger than the maximum in the business completion amount, and the trend of the business capacity of the business personnel along with the time is adapted.
Further, the calculation formula of the target traffic allocation amount may be expressed as:
wherein alpha is t (x) Representing the list issuing quantity of business personnel x in target unit time t, mu t-1 (x) Representing the service allocation amount, sigma, when the service person x obtains the target service completion amount in a plurality of history unit times (including t-1 history unit times) before the target unit time t-1 (x) Representing the fluctuation variance of the business completion amount of business person x in a plurality of history unit time, +.>Representing the regulatory factor.
From the formula, the determination process of the target traffic allocation volume uses reinforcement learning (Reinforcement Learning, RL), which is also called motivation learning and reinforcement learning, and is one of machine learning, and the reinforcement learning is characterized in that: if a certain behavior strategy gets a positive reward (also called reinforcement signal), the trend of reinforcement learning to generate the behavior strategy will be enhanced. Therefore, the service distribution amount corresponding to the service personnel when the service completion amount is maximum in a plurality of historical unit events is used as a strengthening signal, so that the target service distribution amount output by the formula is close to the service distribution amount corresponding to the service personnel when the service completion amount is maximum in a plurality of historical unit events, and the product of the regulating factor and the fluctuation variance is used as a disturbance item, thereby not only avoiding that the target service distribution amount is always stable at a fixed value, but also providing an intervention channel for a user, and being capable of testing the service completion amount of the service personnel under different service distribution amounts.
For example, in the case that the target service allocation amount of the service personnel in the target unit time is determined to be 20 services, if the service allocation personnel want to test the service completion amount which can be obtained by the service personnel when the service personnel allocates more than 20 services, the regulation factor may be increased, and the target service allocation amount of the service personnel in the target unit time determined at this time may also be increased, for example, the output is 23 services, so that the service completion amount of the service personnel when the service allocation amount is 23 services can be tested and obtained in the target unit time.
In one possible implementation manner, in the process of determining the target service allocation amount of the service personnel 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 and the regulation factor of the service completion amount in the plurality of historical unit times, the initial service allocation amount of the service personnel in the target unit time can be determined according to the service allocation amount corresponding to the service personnel in the maximum service completion amount in the plurality of historical unit times and the fluctuation condition and the regulation factor of the service personnel in the plurality of historical unit times, and if the difference between the sum of the initial service allocation amount of at least one service personnel in the target unit time and the preset service total amount is greater than or equal to the preset difference, the control factor is adjusted, and the target service allocation amount of the service personnel in the target unit time is determined according to the service allocation amount corresponding to the maximum service completion amount of at least one service personnel in the plurality of historical unit times and the fluctuation condition and the regulated regulation factor of the service completion amount of the service personnel in the plurality of historical unit times. Therefore, by adjusting the regulating factors, the difference between the sum of the target service distribution amounts of all service personnel in the target unit time and the preset service total amount is smaller than the preset difference, so that the service total amount can be basically distributed, and the overall completion condition of the service is further ensured.
In this embodiment, when determining the sum of the initial service allocations of the service personnel in the target unit time, calculating the difference between the sum of the initial service allocations of the service personnel and the preset total service amount, if the difference is greater than the preset difference, it indicates that the service allocation is performed according to the initial service allocation, and the remaining service amount is more, so as to ensure that the total service can be completed, the service allocation of the service personnel needs to be readjusted. Therefore, the target business distribution amount of each business person can be basically kept to be increased by similar amplitude relative to the initial business distribution amount by adjusting the regulating factors, such as the regulating factors for increasing, so that the rationality of the business distribution amount of each business 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 total service can be completed, so that the initial service allocation amount of the service person in the target unit time can be determined to be the target task allocation amount of the service person in the target unit time.
In one possible implementation manner, after service distribution is performed according to a target service distribution amount of service personnel in a target unit time, service completion amount of the service personnel 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 personnel in the target unit time, so that timely updating of the historical service data and increasing of the data amount of the historical service data are ensured.
In this embodiment, the service allocation amount and the service completion amount of the service personnel in the target unit time may be stored in the service database according to the time sequence, and the historical service data of the service personnel may be updated in time, so as to improve the rationality of the service allocation amount determined based on the historical service data, and improve the service allocation effect.
Fig. 5 is a flow chart of a service allocation method according to another embodiment of the present invention. The main execution body of the method of this embodiment may be, for example, the data processing apparatus 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, acquiring historical service data of at least one service person transmitted by a terminal, wherein the historical service data comprises service allocation amounts and service completion amounts in a plurality of historical unit time before a target unit time.
In this embodiment, the specific implementation process of S501 may refer to the description of S201, and will not be repeated.
S502, clustering at least one business person to obtain one or more business groups.
S503, for each service group, according to the historical service data of each service person in the service group, determining the historical service data of the service group.
S504, determining the historical service data of the service group to which the service personnel belong as the historical service data of the service personnel.
The business group comprises one or more business people, and the number of the business groups is 1 or more.
In this embodiment, since the data size of the historical business data of a single business person may be smaller, if the business allocation amount of the business person in the next unit time is determined according to the historical business data of the single business person, the rationality of the determined business allocation amount may be affected. Particularly, the business personnel just entering the business does not have historical business data, and the business allocation amount of the business personnel just entering the business in the next unit time cannot be determined according to the historical business data of the business personnel just entering the business. 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 a historical unit time), or the historical service data of the service group is obtained by taking the intermediate value, 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 that the historical service data of at least one service personnel is obtained.
In this embodiment, the service personnel belonging to the same type are clustered to the same service group in a clustering manner, so that the historical service data of the service group to which the service personnel belongs can be suitable for determining the target service distribution amount of the service personnel in the target unit time.
One possible implementation way of clustering a plurality of business people is: determining a department or team where the business personnel are located, determining all the business personnel in the department or team where the business personnel are located as a business group, and determining a plurality of business groups when a plurality of departments or teams exist. Therefore, business personnel for processing similar businesses can be divided into the same business group, business allocation amount and business completion amount in a target unit time are determined according to historical business data of the business group where the business personnel are located, and business allocation rationality is improved.
Another possible implementation way of clustering the plurality of business people is: and acquiring characteristic information of a plurality of service personnel, and clustering the plurality of service personnel according to the characteristic information of the plurality of service personnel so as to cluster the service personnel with similar characteristic information into the same service group.
Further, the characteristic information of the business personnel is one or more of the following: the identity of the business personnel and the identity of the service object of the business personnel. Therefore, the service personnel can be clustered according to the identity characteristics of the service personnel and/or the identity characteristics of the service objects of the service personnel, the clustering effect is improved, and the service personnel with similar identity characteristics and/or similar identity characteristics of the service objects can be clustered to the same service group.
Further, the identity characteristics of the business person may include one or more of the following: age, gender, working experience (e.g., number of years in the tenure of a company, number of years in the practise of the service industry).
Further, the identity of the service object of the business person may include one or more of the following: age of customer group served, industry engaged in by customer group served.
S505, determining fluctuation conditions of the business completion amount in a plurality of historical unit time according to the business completion amount of the business personnel in a plurality of historical unit time for each business personnel.
S506, determining the target business allocation amount of business personnel 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 a plurality of historical unit time.
S507, the target business allocation amount is sent to the terminal.
In this embodiment, S505 to S507 may be specifically described with reference to the embodiments shown in fig. 2 to fig. 4.
In this embodiment, by clustering service personnel, a service group to which the service personnel belongs is obtained, historical service data of the service group to which the service personnel belongs is determined as historical service data of the service personnel, and the target task allocation amount of the service personnel in a 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 is insufficient is solved, the rationality of the target task allocation amount is improved based on sufficient historical service data, and the service allocation amount can be determined for different service personnel reasonably and pertinently, thereby improving the service allocation effect.
Fig. 6 is a schematic structural diagram of a service distribution device according to an embodiment of the present invention. As shown in fig. 6, the service allocation apparatus may include:
the acquiring module 601 is configured to acquire historical service data of at least one service person 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;
The fluctuation determining module 602 is 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 amounts of the service person in the plurality of historical unit times;
an allocation amount determining module 603, configured to determine a target allocation amount of the business personnel in the target unit time according to the business allocation amount, the business completion amount, and fluctuation conditions of the business completion amount in the plurality of historical unit times;
and the sending module 604 is configured to send the target service allocation amount to the terminal.
The service distribution device provided by the embodiment can be used for executing the technical scheme provided by any method embodiment, the implementation principle and the technical effect are similar, the target service distribution amount of service personnel in the target unit time is determined through historical service data, the service distribution amount of the service personnel is reasonably and pertinently determined, and the service distribution effect is improved.
In one possible implementation, the allocation determination module 603 includes:
determining the corresponding business allocation amount when the business completion amount is maximum in the plurality of historical unit time according to the business allocation amount and the business completion amount in the plurality of historical unit time;
And determining the target business allocation amount of the business personnel in the target unit time according to the business allocation amount corresponding to the maximum business completion amount in the plurality of historical unit time and the fluctuation condition of the business completion amount in the plurality of historical unit time.
In one possible implementation, the allocation determination module 603 is further configured to:
receiving a regulating factor sent by a terminal, wherein the regulating factor is used for controlling the influence degree of the fluctuation condition of the service completion quantity on the service allocation quantity;
the allocation amount determining module 603 is specifically configured to:
and determining the target service allocation amount of the service personnel in the target unit time according to the service allocation amount corresponding to the maximum service completion amount in the plurality of historical unit time, the fluctuation condition of the service completion amount in the plurality of historical unit time and the regulating factor.
In one possible implementation, 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 allocation amount determining module 603 is specifically configured to:
obtaining the product of the variance of the business completion amount and the regulating factor;
acquiring a sum of service allocation quantity and product corresponding to the maximum service completion quantity;
And determining the target service allocation amount of the service personnel in the target unit time according to the sum value.
In one possible implementation, the allocation determination module 603 is specifically configured to:
determining initial business allocation amount of business personnel in target unit time according to corresponding business allocation amount when the business completion amount is maximum, fluctuation conditions of the business completion amount in a plurality of historical unit time and regulation factors;
if the difference between the sum of the initial service distribution amounts of at least one service person in the target unit time and the preset service total amount is larger than or equal to the preset difference, adjusting the regulating 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 regulating factor;
if the difference between the sum of the initial business allocation amounts of at least one business person in the target unit time and the preset business total amount is smaller than the preset difference, determining that the initial business allocation amount of the business person in the target unit time is the target business allocation amount.
In a possible implementation, as shown in fig. 7, the apparatus further includes a clustering module 605 configured to:
Clustering at least one business person to obtain one or more business groups;
for each service group, determining historical service data of the service group according to the historical service data of each service person in the service group;
and determining the historical service data of the service group to which the service personnel belong as the historical service data of the service personnel.
In one possible implementation, the clustering module 605 is specifically configured to:
clustering at least one business person according to the characteristic information of the at least one business person to obtain one or more business groups;
the characteristic information of the business personnel comprises one or more of the following: the identity of the business personnel and the identity of the service object of the business personnel.
The data processing device provided in any of the foregoing embodiments is configured to execute the technical solution of any of the foregoing method embodiments, and its implementation principle and technical effects are similar, and are not repeated herein.
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 traffic distribution program stored on the memory 801 and executable on the processor 802, which when executed by the processor 802, implements the steps of the traffic distribution method according to any of the preceding embodiments.
Alternatively, the memory 801 may be separate or integrated with the processor 802.
The implementation principle and technical effect of the device provided in this embodiment may be referred to the foregoing embodiments, and will not be described herein again.
The embodiment of the present invention also provides a computer readable storage medium, where a service allocation program is stored, where the service allocation program, when executed by a processor, implements the steps of the service allocation method according to any one of the foregoing embodiments.
In the several embodiments provided by the present invention, it should be understood that the disclosed apparatus and method may be implemented in other ways. For example, the above-described embodiments of the apparatus are merely illustrative, and for example, the division of the modules is merely a logical function division, and there may be additional divisions when actually implemented, for example, multiple modules may be combined or integrated into another system, or some features may be omitted or not performed.
The integrated modules, which are implemented in the form of software functional modules, may be stored in a computer readable storage medium. The software functional modules described above are stored in a storage medium and include instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) or processor to perform some of the steps of the methods described in the various embodiments of the invention.
It should be appreciated that the processor may be a central processing unit (Central Processing Unit, CPU for short), other general purpose processors, digital signal processor (Digital Signal Processor, DSP for short), application specific integrated circuit (Application Specific Integrated Circuit, ASIC for short), 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 for execution, or in a combination of hardware and software modules in a processor for execution.
The memory may comprise a high-speed RAM memory, and may further comprise a non-volatile memory NVM, such as at least one magnetic disk memory, and may also be a U-disk, a removable hard disk, a read-only memory, a magnetic disk or optical disk, etc.
The storage medium may be implemented by any type or combination of volatile or nonvolatile 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 disk. 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. In the alternative, the storage medium may be integral to the processor. The processor and the storage medium may reside in an application specific integrated circuit (Application Specific Integrated Circuits, ASIC for short). It is also possible that the processor and the storage medium reside as discrete components in an electronic device or a master 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 one … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises the element.
The foregoing embodiment numbers of the present invention are merely for the purpose of description, and do not represent the advantages or disadvantages of the embodiments.
From the above description of the embodiments, it will be clear to those skilled in the art that the above-described embodiment method may be implemented by means of software plus a necessary general hardware platform, but of course may also be implemented by means of hardware, but in many cases the former is a preferred embodiment. Based on such understanding, the technical solution of the present invention may be embodied essentially or in a part contributing to the prior art in the form of a software product stored in a storage medium (e.g. ROM/RAM, magnetic disk, optical disk) comprising instructions for causing a terminal device (which may be a mobile phone, a computer, a server, an air conditioner, or a network device, etc.) to perform the method according to the embodiments of the present invention.
The foregoing description is only of the preferred embodiments of the present invention, and is not intended to limit the scope of the invention, but rather is intended to cover any equivalents of the structures or equivalent processes disclosed herein or in the alternative, which may be employed directly or indirectly in other related arts.

Claims (7)

1. A service allocation method, comprising:
acquiring historical service data of at least one service person transmitted by a terminal, wherein the historical service data comprises service allocation amounts and service completion amounts in a plurality of historical unit time before a target unit time;
For each business person, determining fluctuation conditions of business completion amounts in a plurality of historical unit time according to business completion amounts of the business person in the historical unit time, wherein the fluctuation conditions of the business completion amounts in the historical unit time are variances of the business completion amounts in the historical unit time;
determining the corresponding service allocation amount when the service completion amount is maximum in the plurality of historical unit time according to the service allocation amount and the service completion amount in the plurality of historical unit time;
receiving a regulating factor sent by the terminal, wherein the regulating factor is used for controlling the influence degree of the fluctuation condition of the service completion quantity on the service allocation quantity;
obtaining the product of the variance of the business completion amount and the regulating factor;
acquiring a sum of the service allocation amount corresponding to the maximum service completion amount and the product;
determining a target service allocation amount of the service personnel in the target unit time according to the sum value;
and sending the target service allocation amount to the terminal.
2. The method of claim 1, wherein the step of determining a target traffic allocation amount for the traffic personnel within the target unit time comprises:
Determining initial business allocation amount of the business personnel in the target unit time according to the corresponding business allocation amount when the business completion amount is maximum, fluctuation conditions of the business completion amount in the plurality of historical unit time and the regulating factors;
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 larger than or equal to a preset difference, the regulating factor is adjusted, and the target service distribution amount of the service person in the target unit time is determined 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 regulated regulating factor;
and if the difference between the sum of the initial business allocation amounts of the at least one business person in the target unit time and the preset business total amount is smaller than the preset difference, determining that the initial business allocation amount of the business person in the target unit time is the target business allocation amount.
3. The method of claim 1, wherein prior to determining the fluctuation condition of the traffic completion amount in the plurality of historical unit times based on the traffic completion amount in the plurality of historical unit times of the traffic personnel, further comprising:
Clustering the at least one business person to obtain one or more business groups;
for 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 the historical service data of the service group to which the service personnel belong as the historical service data of the service personnel.
4. The method of claim 3, wherein said clustering said at least one business person,
obtaining one or more service groups, comprising:
clustering the at least one business person according to the characteristic information of the at least one business person to obtain one or more business groups;
the characteristic information of the business personnel comprises one or more of the following: the identity characteristics of the business personnel and the identity characteristics of the service objects of the business personnel.
5. A service distribution device, the device comprising:
the system comprises an acquisition module, a service distribution module and a service completion module, wherein the acquisition module is used for acquiring historical service data of at least one service person sent by a terminal, and the historical service data comprises service distribution amounts and service completion amounts in a plurality of historical unit time before a target unit time; the control factor is used for controlling the influence degree of the fluctuation condition of the business completion amount on the business allocation amount; and obtaining the product of the variance of the business completion amount and the regulating factor; and the sum value of the service allocation quantity and the product corresponding to the maximum service completion quantity is obtained;
The fluctuation determining module is used for determining fluctuation conditions of the business completion amounts in the historical unit time according to the business completion amounts of the business personnel in the historical unit time for each business personnel, wherein the fluctuation conditions of the business completion amounts in the historical unit time are variances of the business completion amounts in the historical unit time;
the allocation amount determining module is used for determining the corresponding business allocation amount when the business completion amount is maximum in the plurality of historical unit time according to the business allocation amount and the business completion amount in the plurality of historical unit time; and determining a target service allocation amount of the service personnel in the target unit time according to the sum value;
and the sending module is used for sending the target service allocation amount to the terminal.
6. An electronic device, the electronic device comprising: memory, a processor and a service allocation program stored on the memory and executable on the processor, which when executed by the processor implements the steps of the service allocation method according to any one of claims 1 to 4.
7. A computer-readable storage medium, characterized in that the computer-readable storage medium has stored thereon a service allocation program, which, when executed by a processor, implements the steps of the service allocation method according to any of claims 1 to 4.
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