CN112258037A - Order allocation method, terminal device and storage medium - Google Patents
Order allocation method, terminal device and storage medium Download PDFInfo
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Abstract
The application is applicable to the technical field of electronic commerce and provides an order distribution method, terminal equipment and a storage medium, wherein the method comprises the following steps: acquiring an order and identifying area information in the order; determining personnel to be allocated according to the regional information; respectively scoring each person to be allocated according to the historical order processing amount and the current order quantity of each person to be allocated; and screening target distributor from the to-be-distributed personnel according to the grading result, and distributing the order to the target distributor. According to the order distribution method, the terminal device and the storage medium provided by the embodiment of the application, in the distribution process of each new order, the historical order processing amount of each customer service person and the number of orders in current processing are taken into consideration, the distribution of the new orders is automatically and rapidly completed, the work efficiency of order distribution is improved, and fair and reasonable work distribution can be realized among the customer service persons.
Description
Technical Field
The present application relates to the field of electronic commerce technologies, and in particular, to an order allocation method, a terminal device, and a storage medium.
Background
In the field of electronic commerce, transaction services are often provided for buyers and sellers by third party platforms. On the existing third-party platform, the general work flow is that after the order is signed by the market sales, the order is transferred to the customer service department, and the management personnel of the customer service department manually regulates and controls the distribution area and the distribution quantity of the order, which wastes time and labor. There is a need to develop an electronic order allocation method to overcome the drawbacks of manual order allocation.
Disclosure of Invention
In view of this, embodiments of the present application provide an order allocation method, a terminal device, and a storage medium, so as to solve the problem of low work efficiency in manual order allocation in the current electronic commerce.
According to a first aspect, an embodiment of the present application provides an order allocation method, including: acquiring an order and identifying area information in the order; determining personnel to be allocated according to the region information; respectively scoring each person to be allocated according to the historical order processing amount and the current order quantity of each person to be allocated; and screening target distributor from the to-be-distributed personnel according to the grading result, and distributing the order to the target distributor.
With reference to the first aspect, in some embodiments of the present application, the step of scoring each person to be assigned separately according to their historical order processing amount and their current order number includes: acquiring the historical order quantity of each person to be distributed in a preset time period and sequencing for the first time; according to the result of the first sorting, carrying out first scoring on each person to be allocated; acquiring the current order quantity of each person to be distributed and carrying out secondary sequencing; according to the result of the second sorting, carrying out second grading on each person to be distributed; and respectively generating the comprehensive scores of the persons to be distributed according to the first scoring scores and the corresponding second scoring scores of the persons to be distributed.
With reference to the first aspect, in some embodiments of the application, the step of obtaining the historical order quantity of each person to be allocated within a preset time period and performing first ranking includes: acquiring the historical order number of each person to be distributed in a preset time period; respectively calculating the monthly average order number of each person to be distributed according to the historical order number of each person to be distributed in a preset time period; and performing first sequencing according to the average monthly order quantity of each person to be distributed.
In combination with the first aspect, in some embodiments of the present application, the method is performed by
p·x1+q·x2＝X
And calculating the comprehensive scores of all persons to be distributed. Wherein x is1The first scoring score for any person to be assigned; x is the number of2A second scoring score for said any person to be assigned; p is a preset first coefficient; q is a preset second coefficient; and X is the comprehensive score of any person to be distributed.
With reference to the first aspect, in some embodiments of the present application, before the step of generating a composite score of each person to be assigned according to the first scoring score and the corresponding second scoring score of each person to be assigned, the method further includes: respectively calculating the order processing time consumption of each person to be distributed according to the historical order quantity of each person to be distributed in a preset time period; performing third sequencing according to the order processing time consumption of each person to be distributed; and carrying out third grading on each person to be allocated according to the result of the third sorting. The step of respectively generating the comprehensive scores of the persons to be distributed according to the first-time score and the corresponding second-time score of each person to be distributed comprises the following steps: and respectively generating the comprehensive scores of the persons to be distributed according to the first-time score of each person to be distributed and the corresponding second-time score and third-time score.
With reference to the first aspect, in some embodiments of the present application, after the step of determining staff to be allocated according to the area information and before the step of scoring each staff to be allocated according to the historical order processing amount and the current order quantity of each staff to be allocated, the order allocation method further includes: and when the on Shift time of any person to be distributed is less than a preset first threshold value, deleting the person to be distributed.
With reference to the first aspect, in some embodiments of the present application, after the step of determining staff to be allocated according to the area information and before the step of scoring each staff to be allocated according to the historical order processing amount and the current order quantity of each staff to be allocated, the order allocation method further includes: and when the current order number of any person to be distributed is greater than or equal to a preset second threshold value, deleting the person to be distributed.
According to a second aspect, an embodiment of the present application provides a terminal device, including: the system comprises an input unit, a processing unit and a display unit, wherein the input unit is used for acquiring an order and identifying area information in the order; the scoring unit is used for determining the persons to be distributed according to the region information and scoring each person to be distributed according to the historical order processing amount and the current order quantity of each person to be distributed; and the distribution unit is used for screening target distribution personnel from the personnel to be distributed according to the grading result and distributing the order to the target distribution personnel.
According to a third aspect, an embodiment of the present application provides another terminal device, which includes a memory, a processor, and a computer program stored in the memory and executable on the processor, where the processor implements the steps of the method according to the first aspect or any embodiment of the first aspect when executing the computer program.
According to a fourth aspect, embodiments of the present application provide a computer-readable storage medium, which stores a computer program, and the computer program, when executed by a processor, implements the steps of the method according to the first aspect or any embodiment of the first aspect.
According to the order distribution method, the terminal device and the storage medium, on a third-party platform for providing business double-party electronic transaction service, an artificial intelligent automatic scoring mechanism is utilized, in the distribution process of each new order, the historical order processing amount of each customer service staff and the number of orders in current processing are thoroughly considered, the distribution of the new orders is automatically and rapidly completed, the order distribution working efficiency is improved, and more fair and reasonable work distribution can be realized among the customer service staff.
Drawings
In order to more clearly illustrate the technical solutions in the embodiments of the present application, the drawings needed to be used in the embodiments or the prior art descriptions will be briefly described below, and it is obvious that the drawings in the following description are only some embodiments of the present application, and it is obvious for those skilled in the art to obtain other drawings based on these drawings without inventive exercise.
Fig. 1 is a flowchart of a specific example of an order allocation method provided in an embodiment of the present application;
fig. 2 is a schematic structural diagram of a terminal device provided in an embodiment of the present application;
fig. 3 is a schematic structural diagram of another terminal device provided in the embodiment of the present application.
Detailed Description
In the following description, for purposes of explanation and not limitation, specific details are set forth, such as particular system structures, techniques, etc. in order to provide a thorough understanding of the embodiments of the present application. It will be apparent, however, to one skilled in the art that the present application may be practiced in other embodiments that depart from these specific details. In other instances, detailed descriptions of well-known systems, devices, circuits, and methods are omitted so as not to obscure the description of the present application with unnecessary detail.
In order to explain the technical solution described in the present application, the following description will be given by way of specific examples.
An embodiment of the present application provides an order allocation method, as shown in fig. 1, the method may include the following steps:
step S101: the order is obtained and the area information in the order is identified. On the third-party trading platform, after the market sales finishes signing the order, the order can flow to the customer service part, and special customer service personnel finish the subsequent trading work of the order. In order to achieve comprehensive and professional management of order processing, customer service staff are often divided into different groups and are responsible for different areas.
Step S102: and determining the personnel to be distributed according to the area information. When the person to be distributed is determined for the first time, all the customer service staff responsible for the corresponding area can be temporarily listed in the list of the person to be distributed.
In practical application, for new employees with insufficient working experience or newly shift to customer service positions, an order allocation method different from the method can be adopted to avoid the situation that new employees are overstocked due to unskilled operation and the workload is too large, and further cause customer complaints. Therefore, when determining the list of people to be assigned, it is also necessary to investigate the on Shift hours of each customer service. And when the on Shift time of any customer service person in the list of the persons to be distributed is less than a preset first threshold value, deleting the customer service person in the list of the persons to be distributed.
In addition, the actual work often causes the overstock of the order of individual customer service personnel for some special reasons. For such customer services for which an order backlog has occurred, new order tasks may generally not be assigned for the time being. And when the current order number of any customer service in the list of the persons to be distributed is greater than or equal to a preset second threshold value, deleting the customer service person in the list of the persons to be distributed.
Step S103: and respectively scoring each person to be allocated according to the historical order processing amount and the current order quantity of each person to be allocated.
In a specific embodiment, the process of step S103 can be implemented by the following several sub-steps:
step S1031: and acquiring the historical order quantity of each person to be distributed in a preset time period and sequencing for the first time.
As an example, the historical order quantity of each person to be allocated in the last half year can be collected and sorted in descending order from high to low.
In addition, the first ranking may also be performed using the monthly average order quantity instead of the historical order quantity. Specifically, the historical order number of each person to be distributed in a preset time period can be obtained firstly; secondly, respectively calculating the monthly average order quantity of each person to be distributed according to the historical order quantity of each person to be distributed in a preset time period; and finally, performing first sequencing according to the average monthly order number of each person to be distributed in a sequence from high to low.
Step S1032: and carrying out first grading on each person to be allocated according to the result of the first sorting.
In the first scoring, the top 5% of the first ranking may be rated as 100 points, the top 15% of the first ranking may be rated as 85 points, the top 35% of the first ranking may be rated as 70 points, the top 55% of the first ranking may be rated as 55 points, and the last 45% of the first ranking may be rated as 30 points.
Step S1033: and acquiring the current order quantity of each person to be distributed and carrying out secondary sequencing.
As an example, the current order number of each person to be allocated may be collected and sorted in descending order from high to low.
Step S1034: and carrying out secondary scoring on each person to be allocated according to the result of the secondary sorting. The second scoring may be performed in a manner similar to the first scoring described above.
Due to the difference in work experience and business capability, the order processing time consumption of different customer service personnel is different. When a new order is allocated, the order processing time of each customer service staff can be simultaneously introduced.
Specifically, the order processing time consumption of each person to be allocated can be calculated according to the historical order number of each person to be allocated in a preset time period; secondly, performing third sorting according to the order processing time consumption of each person to be distributed in an ascending order from low to high; and finally, carrying out third grading on each person to be allocated according to the result of the third sorting. In the third scoring, it may be performed in a manner similar to the first scoring described above.
Step S1035: and respectively generating the comprehensive scores of the persons to be distributed according to the first scoring scores and the corresponding second scoring scores of the persons to be distributed.
In one embodiment, when in the new order allocation, if only the scores reflecting the first score of the historical order processing quantity and the second score of the current order quantity are introduced, the comprehensive score of each person to be allocated can be calculated by formula (1):
p·x1+q·x2＝X (1)
wherein x is1A first scoring score for a person to be assigned; x is the number of2A second scoring score for the person to be assigned; p is a preset first coefficient; q is a preset second coefficient; and X is the comprehensive score of the person to be distributed.
In another embodiment, when a score reflecting a first score of the amount of order processing in the history, a score reflecting a second score of the amount of order processing in the current history, and a score reflecting a third score of the capacity of the customer service are simultaneously introduced at the time of new order distribution, a composite score of each person to be distributed can be calculated by formula (2):
p·x1+q·x2+k·x3＝X (2)
wherein x is1A first scoring score for a person to be assigned; x is the number of2A second scoring score for the person to be assigned; x is the number of3A third scoring score for the person to be assigned; p is a preset first coefficient; q is a preset second coefficient; k is a preset third coefficient; and X is the comprehensive score of the person to be distributed.
Step S104: and screening target distributor from the to-be-distributed personnel according to the grading result, and distributing the order to the target distributor.
Specifically, the planned distributor with the lowest comprehensive score may be selected according to the comprehensive score calculated by the formula (1) or the formula (2), the planned distributor with the lowest comprehensive score is set as the target distributor, and the new order is distributed to the target distributor.
According to the order allocation method provided by the embodiment of the application, a higher score is set for the personnel with a larger historical order processing quantity during the first scoring, so that the comprehensive score of the personnel is increased, and the distribution of new orders to the personnel with a larger historical workload is reduced in a certain degree. And in the second scoring, a higher score is set for the personnel with more current orders, so that the comprehensive score of the personnel is increased, and the distribution of new orders to the personnel with more current workload is reduced to a certain extent.
In addition, a higher score is set for the personnel with shorter time consumption for order processing, namely the personnel with stronger service capability during the third scoring, so that the comprehensive score of the personnel is increased, and the distribution of new orders to the personnel with higher service capability is reduced to a certain extent. On the contrary, the order distribution method provided by the embodiment of the application can be biased to the personnel with lower business capability to a certain extent, and the new order is preferentially distributed to the personnel with lower business capability, so that the personnel is urged to provide the working capability.
By adjusting the first coefficient p, the second coefficient q and the third coefficient k in the formula (1) and the formula (2), the tendency of order distribution can be adjusted, and different working environments can be flexibly adapted.
According to the order distribution method, the terminal device and the storage medium, on a third-party platform for providing business double-party electronic transaction service, an artificial intelligent automatic scoring mechanism is utilized, in the distribution process of each new order, the historical order processing amount of each customer service staff and the number of orders in current processing are thoroughly considered, the distribution of the new orders is automatically and rapidly completed, the order distribution working efficiency is improved, and more fair and reasonable work distribution can be realized among the customer service staff.
It should be understood that, the sequence numbers of the steps in the foregoing embodiments do not imply an execution sequence, and the execution sequence of each process should be determined by its function and inherent logic, and should not constitute any limitation to the implementation process of the embodiments of the present application.
The embodiment of the present application further provides a terminal device, as shown in fig. 2, the terminal device may include an input unit 201, a scoring unit 202, and an allocation unit 203.
Specifically, the input unit 201 is configured to obtain an order and identify area information in the order; the corresponding working process can be referred to the description of step S101 in the above method embodiment.
The scoring unit 202 is configured to determine staff to be distributed according to the regional information, and score each staff to be distributed according to the historical order processing amount and the current order quantity of each staff to be distributed; the corresponding working process can be referred to the description of step S102 to step S103 in the above method embodiment.
The distribution unit 203 is used for screening target distribution personnel from the personnel to be distributed according to the grading result and distributing the order to the target distribution personnel; the corresponding working process can be referred to the description of step S104 in the above method embodiment.
Fig. 3 is a schematic diagram of another terminal device provided in an embodiment of the present application. As shown in fig. 3, the terminal device 400 of this embodiment includes: a processor 401, a memory 402 and a computer program 403, such as an order allocation program, stored in said memory 402 and executable on said processor 401. The processor 401 implements the steps in the above-mentioned various embodiments of the order allocation method, such as the steps S101 to S104 shown in fig. 1, when executing the computer program 403. Alternatively, the processor 401, when executing the computer program 403, implements the functions of the modules/units in the device embodiments, such as the functions of the input unit 201, the scoring unit 202 and the allocating unit 203 shown in fig. 2.
The computer program 403 may be partitioned into one or more modules/units that are stored in the memory 402 and executed by the processor 401 to accomplish the present application. The one or more modules/units may be a series of computer program instruction segments capable of performing specific functions, which are used for describing the execution process of the computer program 403 in the terminal device 400. For example, the computer program 403 may be partitioned into a synchronization module, a summarization module, an acquisition module, a return module (a module in a virtual device).
The terminal device 400 may be a desktop computer, a notebook, a palm computer, a cloud server, or other computing devices. The terminal device may include, but is not limited to, a processor 401, a memory 402. Those skilled in the art will appreciate that fig. 3 is merely an example of a terminal device 400 and is not intended to limit the terminal device 400 and may include more or fewer components than those shown, or some components may be combined, or different components, for example, the terminal device may also include input output devices, network access devices, buses, etc.
The Processor 401 may be a Central Processing Unit (CPU), other general purpose Processor, a Digital Signal Processor (DSP), an Application Specific Integrated Circuit (ASIC), an off-the-shelf Programmable Gate Array (FPGA) or other Programmable logic device, discrete Gate or transistor logic, discrete hardware components, etc. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like.
The storage 402 may be an internal storage unit of the terminal device 400, such as a hard disk or a memory of the terminal device 400. The memory 402 may also be an external storage device of the terminal device 400, such as a plug-in hard disk, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash memory Card (Flash Card), and the like, which are provided on the terminal device 400. Further, the memory 402 may also include both an internal storage unit and an external storage device of the terminal device 400. The memory 402 is used for storing the computer programs and other programs and data required by the terminal device. The memory 402 may also be used to temporarily store data that has been output or is to be output.
It will be apparent to those skilled in the art that, for convenience and brevity of description, only the above-mentioned functional units and modules are illustrated as being divided, and in practical applications, the above-mentioned functions may be distributed as different functional units and modules according to needs, that is, the internal structure of the apparatus may be divided into different functional units or modules to complete all or part of the above-mentioned functions. Each functional unit and module in the embodiments may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit, and the integrated unit may be implemented in the form of a hardware or a software functional unit. In addition, specific names of the functional units and modules are only for convenience of distinguishing from each other, and are not used for limiting the protection scope of the present application. For the specific working processes of the units and modules in the system, reference may be made to the corresponding processes in the foregoing method embodiments, which are not described herein again.
In the above embodiments, the descriptions of the respective embodiments have respective emphasis, and for parts that are not described or recited in detail in a certain embodiment, reference may be made to the descriptions of other embodiments.
Those of ordinary skill in the art would appreciate that the elements and algorithm steps of the various embodiments described in connection with the embodiments disclosed herein may be implemented as electronic hardware, or combinations of computer software and electronic hardware. Whether such functionality is implemented as hardware or software depends upon the particular application and design constraints imposed on the implementation. Skilled artisans may implement the described functionality in varying ways for each particular application, but such implementation decisions should not be interpreted as causing a departure from the scope of the present application.
In the embodiments provided in the present application, it should be understood that the disclosed apparatus/terminal device and method may be implemented in other ways. For example, the above-described embodiments of the apparatus/terminal device are merely illustrative, and for example, the division of the modules or units is only one logical division, and there may be other divisions when the actual implementation is performed, for example, multiple units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, devices or units, and may be in an electrical, mechanical or other form.
The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.
In addition, functional units in the embodiments of the present application may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, and can also be realized in a form of a software functional unit.
The integrated modules/units, if implemented in the form of software functional units and sold or used as separate products, may be stored in a computer readable storage medium. Based on such understanding, all or part of the processes in the methods of the embodiments described above may be implemented by instructing related hardware through a computer program, which may be stored in a computer-readable storage medium, and when the computer program is executed by a processor, the steps of the embodiments of the methods described above may be implemented. Wherein the computer program comprises computer program code, which may be in the form of source code, object code, an executable file or some intermediate form, etc. The computer-readable medium may include: any entity or device capable of carrying the computer program code, recording medium, usb disk, removable hard disk, magnetic disk, optical disk, computer Memory, Read-Only Memory (ROM), Random Access Memory (RAM), electrical carrier wave signals, telecommunications signals, and software distribution medium, etc. It should be noted that the computer readable medium may contain content that is subject to appropriate increase or decrease as required by legislation and patent practice in jurisdictions, for example, in some jurisdictions, computer readable media may not include electrical carrier signals and telecommunications signals in accordance with legislation and patent practice.
The above-mentioned embodiments are only used for illustrating the technical solutions of the present application, and not for limiting the same; although the present application has been described in detail with reference to the foregoing embodiments, it should be understood by those of ordinary skill in the art that: the technical solutions described in the foregoing embodiments may still be modified, or some technical features may be equivalently replaced; such modifications and substitutions do not substantially depart from the spirit and scope of the present disclosure, and are intended to be included within the scope thereof.
Claims (10)
1. An order allocation method, comprising:
acquiring an order and identifying area information in the order;
determining personnel to be allocated according to the region information;
respectively scoring each person to be allocated according to the historical order processing amount and the current order quantity of each person to be allocated;
and screening target distributor from the to-be-distributed personnel according to the grading result, and distributing the order to the target distributor.
2. The order allocation method according to claim 1, wherein said step of scoring each person to be allocated separately based on their historical order processing amounts and current order quantities comprises:
acquiring the historical order quantity of each person to be distributed in a preset time period and sequencing for the first time;
according to the result of the first sorting, carrying out first scoring on each person to be allocated;
acquiring the current order quantity of each person to be distributed and carrying out secondary sequencing;
according to the result of the second sorting, carrying out second grading on each person to be distributed;
and respectively generating the comprehensive scores of the persons to be distributed according to the first-time score and the corresponding second-time score of the persons to be distributed.
3. The order allocation method according to claim 2, wherein the step of obtaining the historical order quantity of each person to be allocated within a preset time period and performing the first sorting comprises:
acquiring the historical order number of each person to be distributed in a preset time period;
respectively calculating the monthly average order quantity of each person to be distributed according to the historical order quantity of each person to be distributed in a preset time period;
and performing first sequencing according to the average monthly order quantity of each person to be distributed.
4. An order allocation method as claimed in claim 2 or 3, characterised by
p·x1+q·x2＝X
Calculating the comprehensive scores of all persons to be distributed;
wherein x is1A first scoring score for any person to be assigned; x is the number of2A second scoring score for said any person to be assigned; p is a preset first coefficient; q is a preset second coefficient; and X is the comprehensive score of any person to be distributed.
5. The order assignment method according to claim 2 or 3, wherein before the step of generating the composite score of each person to be assigned according to the first scoring score and the corresponding second scoring score of each person to be assigned, further comprising:
respectively calculating the order processing time consumption of each person to be distributed according to the historical order quantity of each person to be distributed in a preset time period;
performing third sequencing according to the order processing time consumption of each person to be distributed;
carrying out third scoring on each person to be allocated according to the result of the third sorting;
the step of respectively generating the comprehensive scores of the persons to be distributed according to the first-time score and the corresponding second-time score of each person to be distributed comprises the following steps:
and respectively generating the comprehensive scores of the persons to be distributed according to the first score of each person to be distributed and the corresponding second score and third score.
6. The order assignment method as claimed in claim 1, wherein after said step of determining staff to be assigned according to said regional information and before said step of scoring each staff to be assigned respectively according to their historical order processing amount and current order quantity, said order assignment method further comprises:
and when the on Shift time of any person to be distributed is less than a preset first threshold value, deleting the person to be distributed.
7. The order assignment method as claimed in claim 1, wherein after said step of determining staff to be assigned according to said regional information and before said step of scoring each staff to be assigned respectively according to their historical order processing amount and current order quantity, said order assignment method further comprises:
and when the current order number of any person to be distributed is greater than or equal to a preset second threshold value, deleting the person to be distributed.
8. A terminal device, comprising:
the system comprises an input unit, a processing unit and a display unit, wherein the input unit is used for acquiring an order and identifying area information in the order;
the scoring unit is used for determining the persons to be distributed according to the region information and scoring each person to be distributed according to the historical order processing amount and the current order quantity of each person to be distributed;
and the distribution unit is used for screening target distribution personnel from the personnel to be distributed according to the grading result and distributing the order to the target distribution personnel.
9. A terminal device comprising a memory, a processor and a computer program stored in the memory and executable on the processor, characterized in that the processor implements the steps of the method according to any of claims 1 to 7 when executing the computer program.
10. A computer-readable storage medium, in which a computer program is stored which, when being executed by a processor, carries out the steps of the method according to any one of claims 1 to 7.
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN115018232A (en) * | 2021-12-20 | 2022-09-06 | 广东轻工职业技术学院 | Idle manpower allocation method and device, terminal equipment and storage medium |
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