CN112418799A - Work order assignment method and device, electronic equipment and readable storage medium - Google Patents
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Abstract
The invention discloses a work order assignment method, a work order assignment device, electronic equipment and a readable storage medium, wherein the work order assignment method comprises the following steps: receiving a work order, and analyzing the problem type, workload and reply time attribute of the work order; determining a target work order service line in a plurality of work order service lines according to the problem type; acquiring customer service configuration information on a target work order service line; determining the processing sequence and the processing customer service of the work order according to the workload, the reply time attribute and the customer service configuration information; and dispatching the work order and the processing sequence to a customer service terminal for processing customer service, and outputting a dispatching result. According to the invention, the automatic assignment of the work order is realized, and the assignment of the work order and the follow-up condition of personnel can be followed according to the assignment result, so that the technical problems that the assignment of the work order and the follow-up condition of personnel cannot be monitored, the manual assignment consumes a large amount of time, the processing time of the work order is prolonged, the operation method is complicated and repeated, the labor cost is high, and the efficiency is low in the prior art are solved.
Description
Technical Field
The invention relates to the technical field of customer service background operation, in particular to a work order assignment method, a work order assignment device, electronic equipment and a readable storage medium.
Background
And (3) work order assignment: the method is characterized in that the membership complaint is recorded in the form of a work order and is distributed to corresponding customer service in batches according to a specific rule for processing follow-up, and the contradiction between overtime of complaint follow-up and the workload of staff can be effectively balanced.
The traditional work order dispatching method relies on manual operation, firstly, after a dispatching person obtains data from a data platform, the dispatching person screens the data offline by using an excel form according to an internal work order reply rule, and manually imports the screened data into a system for dispatching. The dispatching of the work order and the follow-up condition of personnel cannot be monitored on line, a large amount of time is consumed for manual dispatching, the processing time of the work order is prolonged, the operation method is complicated and repeated, the labor cost is high, and the efficiency is low.
Disclosure of Invention
The invention provides a work order assignment method, a work order assignment device, electronic equipment and a readable storage medium, which are used for solving the technical problems that the assignment of a work order and the follow-up condition of personnel cannot be monitored in the prior art, the manual assignment consumes a large amount of time, the processing time of the work order is prolonged, the operation method is complicated and repeated, the labor cost is high and the efficiency is low.
The invention provides a work order dispatching method which is applied to a work order dispatching system, wherein the work order dispatching system is provided with a plurality of work order service lines, and the method comprises the following steps:
receiving a work order, and analyzing the problem type, workload and reply time attribute of the work order;
determining a target work order service line in the plurality of work order service lines according to the problem type;
acquiring customer service configuration information on the target work order service line;
determining the processing sequence and the processing customer service of the work order according to the workload, the reply time attribute and the customer service configuration information;
and dispatching the work order and the processing sequence to a customer service terminal for processing customer service, and outputting a dispatching result.
Optionally, the method further comprises:
monitoring the number of work orders, the number of customer service personnel and the reply time attribute of each unprocessed work order on each work order service line in real time;
according to the number of the work orders, the number of the customer service personnel and the attribute of the reply time of each unprocessed work order, the to-be-completed workload and the workload saturation of each work order service line in a preset time period are calculated;
the step of determining a target work order service line in the plurality of work order service lines according to the problem type comprises the following steps:
determining an initial work order service line in the plurality of work order service lines according to the problem type;
judging whether the to-be-completed workload and the workload saturation of the initial work order service line reach preset thresholds or not;
if not, determining the initial work order service line as a target work order service line;
if yes, determining a target work order service line in the rest work order service lines; the rest work order service lines are work order service lines except the initial work order service line in the work order service lines.
Optionally, the customer service configuration information includes: assignable customer service, each said assignable customer service type and existing workload; the step of determining the processing sequence of the work order and the processing customer service according to the workload, the reply time attribute and the customer service configuration information comprises the following steps:
determining the acceptable workload of each distributable customer service according to the customer service type and the existing workload of each distributable customer service;
determining the processing customer service of the work order according to the acceptable workload and the workload;
and determining the processing sequence of the work order according to the reply time attribute.
Optionally, the method further comprises:
when a work order assignment request sent by any customer service is received, whether the customer service completes the work order processing task on the day is inquired;
if yes, assigning a dispatchable work order to the application customer service; and outputs the assignment result.
The invention also provides a work order dispatching device, which is applied to a work order dispatching system, wherein the work order dispatching system is provided with a plurality of work order service lines, and the device comprises:
the receiving module is used for receiving the work order and analyzing the problem type, the workload and the reply time attribute of the work order;
the target work order service line determining module is used for determining a target work order service line in the plurality of work order service lines according to the problem type;
the customer service configuration information acquisition module is used for acquiring the customer service configuration information on the target work order service line;
a processing sequence and processing customer service determining module, configured to determine a processing sequence and processing customer service of the work order according to the workload, the reply time attribute, and the customer service configuration information;
and the dispatching module is used for dispatching the work order and the processing sequence to the customer service terminal for processing the customer service and outputting a dispatching result.
Optionally, the method further comprises:
the monitoring module is used for monitoring the number of the work orders and the number of the customer service personnel on each work order service line and the reply time attribute of each unprocessed work order in real time;
the to-be-completed workload and workload saturation calculation module is used for calculating the to-be-completed workload and workload saturation of each work order service line in a preset time period according to the number of the work orders, the number of customer service persons and the reply time attribute of each unprocessed work order;
the target work order service line determining module comprises:
the initial work order service line determining submodule is used for determining an initial work order service line in the plurality of work order service lines according to the problem type;
a threshold judgment submodule, configured to judge whether the to-be-completed workload and the workload saturation of the initial work order service line reach a preset threshold;
a first target work order service line determining submodule, configured to determine, if the initial work order service line is not the target work order service line, the initial work order service line;
the second target work order service line determining submodule is used for determining a target work order service line in the rest work order service lines if the second target work order service line is determined to be the target work order service line; the rest work order service lines are work order service lines except the initial work order service line in the work order service lines.
Optionally, the customer service configuration information includes: assignable customer service, each said assignable customer service type and existing workload; the processing sequence and processing customer service determining module comprises:
an acceptable workload determination submodule, configured to determine an acceptable workload of each assignable customer service according to a customer service type of each assignable customer service and an existing workload;
a processing customer service determining submodule for determining the processing customer service of the work order according to the acceptable workload and the workload;
and the processing sequence determining submodule is used for determining the processing sequence of the work order according to the reply time attribute.
Optionally, the method further comprises:
the query module is used for querying whether the customer service completes the work order processing task on the day or not when receiving the work order assignment request sent by any customer service;
the unprocessed work order assignment module is used for assigning the assignable work orders to the customer service if the unprocessed work orders are assigned; and outputs the assignment result.
The invention also provides an electronic device comprising a processor and a memory:
the memory is used for storing program codes and transmitting the program codes to the processor;
the processor is configured to execute the work order dispatch method according to any one of the above instructions in the program code.
The present invention also provides a computer readable storage medium for storing program code for performing the work order assignment method as described in any one of the above.
According to the technical scheme, the invention has the following advantages: the invention discloses a work order assignment method, which comprises the following steps: receiving a work order, and analyzing the problem type, workload and reply time attribute of the work order; determining a target work order service line in the plurality of work order service lines according to the problem type; acquiring customer service configuration information on the target work order service line; determining the processing sequence and the processing customer service of the work order according to the workload, the reply time attribute and the customer service configuration information; and dispatching the work order and the processing sequence to a customer service terminal for processing customer service, and outputting a dispatching result. The invention analyzes the problem type, the workload and the reply time of the work order when receiving the work order, determines the processing sequence and the processing customer service of each work order by combining the customer service configuration information on each pre-configured work order service line, and sends the work order to the corresponding customer service terminal according to the processing sequence and the processing customer service of the work order, thereby realizing the automatic assignment of the work order, and simultaneously following the assignment of the work order and the follow-up situation of personnel according to the assignment result, solving the technical problems that the assignment of the work order and the follow-up situation of personnel cannot be monitored in the prior art, and a large amount of time is consumed by manual assignment, the processing time of the work order is prolonged, the operation method is complicated and repeated, the labor cost is high and the efficiency is low.
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In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, and it is obvious that the drawings in the following description are only some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to these drawings without inventive exercise.
Fig. 1 is a block diagram of a work order dispatching system according to an embodiment of the present invention;
FIG. 2 is a flowchart illustrating steps of a work order assignment method according to an embodiment of the present invention;
FIG. 3 is a flowchart illustrating steps of a work order assignment method according to another embodiment of the present invention;
fig. 4 is a block diagram of a work order dispatching device according to an embodiment of the present invention.
Detailed Description
The embodiment of the invention provides a work order assignment method, a work order assignment device, electronic equipment and a readable storage medium, which are used for solving the technical problems that the assignment of a work order and the follow-up condition of personnel cannot be monitored in the prior art, a large amount of time is consumed for manual assignment, the processing time of the work order is prolonged, the operation method is complicated and repeated, the labor cost is high and the efficiency is low.
In order to make the objects, features and advantages of the present invention more obvious and understandable, the technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the accompanying drawings in the embodiments of the present invention, and it is obvious that the embodiments described below are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
Referring to fig. 1, fig. 1 is a block diagram illustrating a work order dispatching system according to an embodiment of the present invention.
As shown in fig. 1, the work order dispatching system provided in the embodiment of the present invention includes a personnel configuration module, a work order scheduling function module, a work order/personnel scheduling monitoring module, and a manual order taking module.
The personnel configuration module is used for limiting the maximum workload (the maximum allocation amount is calculated according to the problem type grade and the work order quantity in a weighting mode) of the dispatched personnel according to the group or the work number, and performing personalized allocation work. Selecting distributable customer service/service lines and importing the distributable customer service/service lines in batches; and setting the maximum distribution amount and the customer service skill labels on the day, wherein the setting result can be used all the time or can be changed along with the service requirement.
The work order scheduling function module is used for scheduling work orders; the staff can switch the working state through the work order main interface, set the working state and start the work order scheduling scheme, and when the system automatically dispatches the work order, the staff can take the order and follow up. The automatic dispatch rule may be configured in a work order scheduling scheme, and the configuration content may include: and a plurality of basic rules are formulated according to the business requirements, and can be added or deleted according to the business requirements. In one example, a personalized configuration scheme may be formed by setting the work group, work order classification, priority assignment rule, assignment interval, control assignment amount, and assignment time based on the selected line of business. After the work order scheduling scheme is configured, the work order scheduling scheme is set to be started, the work order can be automatically assigned according to the business logic, and the scheme can be adjusted and stopped according to the subsequent business rules.
The work order/personnel scheduling monitoring module is used for monitoring in the dimension of the work order/personnel. The system comprises a personnel scheduling monitoring submodule and a work order overtime scheduling submodule. The personnel scheduling monitoring submodule is used for monitoring dispatched persons, carrying out batch handover and personnel scheduling. The working state condition of the current time point can be inquired and the condition can be assigned according to the conditions of the service line, the state, the work number and the like. Batch handover and fallback can also be operated. And the work order overtime scheduling submodule is used for inquiring and handing over in batches according to the dimension of the work order. In one example, an outstanding work order that has timed out or is about to time out at a certain time may be queried; and all or part of the selected work orders are handed over in batches, and the work orders can be handed over according to the number of the work orders. Other service lines or specific customer service numbers can be handed over (after the hand-over is completed, the amount of the customer service which is allocated in the day can be automatically subtracted by the successful hand-over amount).
The manual order taking module is used for the dispatched personnel to follow up the order taking after completing the daily workload of the system dispatching.
The whole work order dispatching system can carry out automatic dispatching work after finishing all the configurations, so that the whole work order dispatching work is intelligently finished without manual intervention; meanwhile, the work order processing condition can be monitored and scheduled through the staff and work order monitoring boards, and zero overtime of work order processing is realized.
In the embodiment of the present invention, before automatic assignment is performed by the system, system configuration is required, which includes: personnel attribute and service line configuration, work order scheduling function configuration, personnel work monitoring and work handover configuration, work order overtime scheduling configuration and manual work order taking configuration.
1. Personnel attribute and service line configuration: the method is used for setting labels for customer service, such as primary customer service and advanced customer service, the maximum distribution amount of different labels in the day is different, and the label dimension is set as the maximum distribution amount of the customer service configuration in the day. And setting customer service labels, and performing performance assessment according to the performance assessment skill levels of the companies and labels of different levels, wherein the obtained performance amounts are different. The staff configuration is used for making staff minimum workload assessment standards and dividing staff with different incentive efficiency levels. Staffing is an allocation rule that applies to customer service staff within all scenarios. The main functions comprise selecting distributable customer service, maximum distribution amount in the same day, setting customer service label/selecting customer service label, and importing the distributable customer service in batch. The personnel attribute and the service line configuration may include service line distribution configuration, personnel skill and problem level definition configuration.
Service line shunting configuration: in the embodiment of the invention, the work order service lines can be divided into 6 large work groups of finance, distribution, after-sale, merchants, refunds and difficult and complicated two groups according to the problem scenes, each group is provided with a corresponding personnel list to form six service lines, and the work orders covered by the 6 service lines are followed up and processed by the personnel of the 6 work groups.
Personnel skills and question level define the configuration: in the embodiment of the invention, the skill capability of each employee can be set, the maximum assigned workload of the employee per day is defined, and if the maximum assigned workload exceeds the value, the employee can not be automatically assigned on the same day; meanwhile, the workload can be set for each type of problem, such as 1 for delivery and 3 for refund. In one example, if employee a has a maximum work volume of 100 per day, employee a may be assigned 100 delivery questions or 33 refund questions per day, or a combination of 40 configuration questions and 20 refund questions.
2. And (4) configuring a work order scheduling function: the method is used for setting a work order allocation scheme, and the work orders flow to the corresponding second-line group according to classification configuration, such as urging the distribution to configure the work orders to flow to a distribution second-line work group (such as a finance, distribution, after-sales, merchant, refund, difficult second-line group 6 big work group). And each service line selects the required assignment priority rule according to the service requirement according to the work group. The system defines the workload of each type of work order to define the complexity of the problem, so as to ensure that the assigned workload accords with the working skill of the staff, and fills the assignment interval and the assignment time in the assignment setting, so as to control the assignment amount and the time for processing the work order. By this time, the entire scheme has been configured, and all of the above is adjustable. Finally, the intelligent allocation can be carried out by opening the scheme. When the working state of the staff is switched to work, the staff can enter the work of the work order dispatching system participating in the automatic dispatching of the work orders. When the staff needs to have a rest, the staff can apply for a rest and enter a queuing rest queue. The work state of the staff can be checked by using the work order staff scheduling monitoring, and the staff scheduling work is done. The work order scheduling function mainly comprises personnel scheduling and work order assignment and is divided into the following three points: the method comprises the steps of work order main interface work state switching, work order personnel scheduling monitoring, work order allocation scheme query and maintenance.
The work state switching of the work order main interface can switch operation switching states, including 3 states of work, rest and quitting. And after the work order main interface of the employee enters the working state, the assigned work order scheduled by the work order can be received. None of the other states receive the dispatched task. In addition, the monitoring personnel can monitor and check the current working state of the staff through work order scheduling.
The work order personnel scheduling and monitoring can comprise two functions of work state monitoring and work order personnel scheduling; the working state monitoring can be used for inquiring the information of all employees who log in the work once, and the time is updated in a reverse order according to the state. Specifically, the monitoring interface for work order personnel scheduling monitoring comprises a work group for displaying login, a current state, the state update times of the current state and the like. The monitoring personnel can inquire the working condition of the staff through the inquiry condition. In the embodiment of the present invention, the query condition may include a job number, a name, a login job group, a job status, and the like. And the monitoring personnel can also execute forced quit operation on the staff with the current state of working and being in a rest state according to the requirement.
The work order personnel scheduling can join the scheduled personnel in two modes, the personnel are switched to different work order assignment schemes, including 1), the selected work number is added to the selected work number list through the inquiry list selection joining function; or all the query results are added to the selected job number list. 2) And directly typing the job number to be added in the selected job number list. After the selected work number list is determined, a scheduling target work order assignment scheme can be selected, the work group of the selected work number is switched to the target work order assignment scheme, and the state is changed into work; when the selected job number is in work or in holiday, the original work group state is changed into exit; after the scheduling of the executive personnel, a scheduling result list can be displayed, and information including the work number, the scheduling success, the scheduling failure, the failure reason and the like is recorded, so that the scheduling personnel can conveniently perform scheduling analysis.
The work order allocation scheme inquiry and maintenance configuration is used for configuring work order classification (a plurality of work orders can be selected) according to each service line (processing group: two-wire group and support group, support group is temporary scheduling group, and is used for performing temporary support scheduling according to work order quantity), allocating priority rules, working states, allocation intervals, allocation time, re-allocation rules, and simultaneously, resting upper limit and associated processing rules for allocation.
Specifically, the assignment interval: setting an assignment time interval and the assignment quantity of each work order;
the rule is assigned again: for controlling the dispatch volume. For example, when the remaining unprocessed quantity is X, the number of reassigned work orders is set to Y;
upper rest limit at the same time: the system is used for limiting the number of the simultaneous microsieves of each group, and recording the number of the microsieves and the time length of the microsieves so as to calculate the utilization rate of the personnel;
association processing rules: all work orders under the same member account number and mobile phone number are preferentially assigned to the same customer service for processing;
a priority assignment rule: and synthesizing the reply time of the work order, and preferentially allocating the work order with the latest current time and the least remaining time.
3. The personnel work monitoring and work handover configuration comprises personnel monitoring configuration and batch handover function configuration.
The staff working state monitoring can inquire the working state condition and the assignment condition of the current time point on the day according to conditions such as a service line, a state, a work number and the like and personal dimensions, and can operate work order batch handover and forced quit.
1) When the method is applied to an actual scene, the query conditions can be as follows:
a) a service line, namely an automatic assignment scheme, is selected by default (namely the service line);
b) the working state is as follows: during work, on holidays, logged out, singly selected and defaulted to all (namely, states);
c) default group: default seat groups, all seat groups and multiple selections (all);
d) and (4) timeout processing: the amount of the super recovery aging can be selected to be within more than 24H, more than 48H and more than 72H. All are defaulted;
e) job number: a plurality of job numbers can be pasted in batches.
2) The results show the following:
a) already assigned: the allocated amount of the day. Including dispatch and handover;
b) today untreated: the recovery aging is the current day, the work order is not finalized, and the single volume that has not been processed (valid processing action) today includes: the single amount allocated and unprocessed today plus the single amount allocated unprocessed and processed before point 0 today;
c) total untreated: work orders are not filed and there are no processed orders today;
d) and (3) processing: the recovery aging is not current day, and today's single quantities that have been operated (valid processing actions) and single quantities that have finished (including any recovery aging);
e) dispatch timeout: assigning up to X hours for no processing (X ═ 2, configurable);
f) the timeout is not processed: (ii) an amount of untreated overaging;
g) the volume of the cases made today: the work in the singular (newly increased) that my proposal today;
h) overtime does not end: the workload (new increase) which is beyond the related order and is not yet solved by the aging is carried out;
i) the remaining assignable: corresponding to the remaining dispatch volume of the individual for the day (the maximum dispatch volume for the day), is a weighted value.
3) And sequencing rules: defaults to the reverse order according to the overtime handling capacity.
4) And no paging is required.
5) And exporting: and exporting the query result list to Excel.
6) And handover: and handing over the unprocessed work order of the selected customer service to other customer services for processing.
7) And forced annealing: and changing the working state of the selected customer service into the exited state.
The batch handover is used for handing over all or part of unfinished work orders of the currently selected work numbers in batches, and the work orders can be handed over according to the work orders.
1) Pressing a customer service number: the job number of the selected customer service is filled or defaulted, the default handover amount is the amount of the unfinished work order, the handover sequence in the range (1-total amount) can be modified, and the handover is carried out according to the sequence of the recovery time effect.
2) And according to the work order number: multiple job numbers can be filled in, and the maximum number is 1000.
3) And the job number: list of assigned job numbers to be handed over.
4) A hand-over/return button:
a) handover: and changing the current handler of the work order.
b) Returning: the work order is returned to the pool to be dispatched when the current handler is empty.
5) And the result is as follows: after clicking "hand-over" or "return", the system performs the hand-over/return task with the results displayed in the right display box:
a) and displaying the handover/return result and the failure reason of each work order.
The number of successes and failures is shown at the bottom.
4. The work order overtime scheduling has the main function of work order overtime scheduling inquiry.
And (5) scheduling and inquiring the work order overtime: the system is used for setting and searching an unprocessed work order which is overtime or is about to overtime at a certain moment (the time requirement for reply in the work order is considered to be the work order which is not performed or is about to be not performed before the query time point, and belongs to a risk order), and judging the overtime risk of the business line according to the digestion capacity of the business line and the traffic to be processed, so that the system judges whether part of the risk traffic needs to be allocated to other business lines or specific staff for processing.
1) And query condition description:
a) setting a timeout time point: and setting a time point, wherein the time point is the maximum value of the recovery aging of the query work order. And dividing the current time point into two time periods according to the time, wherein the time is overtime and is about to be overtime:
defined timeout: and the work order recovery aging is equal to the current time.
I.e. define the timeout: and (4) recovering the work order, namely (the current time < X < the timeout point).
b) A timeout state: timeout, i.e. time-out soon, default (all).
c) The dispatching state is as follows: unassigned (no current handler), assigned (current handler), default (all).
d) Service line: an auto-assignment scheme, singleton, default (all) may be selected.
e) Treatment group: the current processing group of the work order can be selected more and defaulted (all).
f) Classifying the work orders: the work order is classified in three levels, linked, selected in multiple ways and defaulted (all).
g) The service line option and the options of the processing group and the work order classification are mutually exclusive, and one of the service line option and the options is selected.
2) And sequencing rules: and arranging the work orders in sequence according to the work order reply time attribute.
3) Service saturation: calculating the work saturation prediction of the service line according to the capacity sum of the service line workers and the amount of the service to be completed;
4) and intelligent scheduling: according to the work saturation of each service line, carrying out intelligent scheduling on personnel, and reducing the risk degree of the service lines; and the work order dispatcher is supported to actively intervene in dispatching the work order.
5. Manually taking a list for configuration, and obtaining a work list by a configured client according to a current login service line; it should be noted that each acquisition of a single quantity cannot exceed the standard partial discharge capacity of the service line; after the manual unification obtaining, the system displays the obtaining result, displays the success and failure number, and synchronously displays the failure reason.
After the configuration is completed, each new work order is generated in the system, or the time required to be replied next time of the work order and the current service line of the work order are recorded after each work order is processed (unfinished work order), and the work order assignment of each service line is sequenced according to the two attributes; each business line carries out fixed-time quantitative assignment according to a set assignment rule, each business line has a corresponding business group, and the system is automatically assigned according to the group and the skill capability of the staff.
For ease of understanding, please refer to fig. 2, fig. 2 is a flowchart illustrating steps of a work order assignment method according to an embodiment of the present invention.
The invention provides a work order assignment method, which comprises the following steps:
after the automatic work order assignment mechanism is started, the problem type, workload and reply time attribute of the work order are analyzed every time a new work order is generated in the system or every time the work order is processed.
The purpose of the analysis workload is that the maximum workload on each customer service day is limited, and the analysis of the workload of the work order helps to reasonably assign the work order to the customer service.
The purpose of analyzing the reply time attribute is to determine the reply urgency of the work order, so that the processing sequence of the work order is reasonably arranged, and the work order can be processed in time.
the purpose of analyzing the problem types is to determine the business line to which the work order belongs, and in the embodiment of the invention, the system is provided with 6 business lines including finance, distribution, after-sales, merchants, refunds and difficulties. Customer service with corresponding skills is distributed on each service line, the service line to which the work order belongs is determined, the work order can be assigned to the customer service with abundant experience in processing related problem types for processing, and the processing efficiency of the work order is improved.
in practical application, because the system carries out personnel attribute and service line configuration in advance, the customer service configuration information on the target service line is obtained from the system, the distributable customer service number on the target service line and the residual workload of each distributable customer service can be known, whether the workload reply time arrangement conflicts with the current work order to be assigned or not can be known, and therefore the optimal reply customer service is screened out to carry out work order processing.
the system is configured with the maximum workload distributed by the customer service every day in advance, and the remaining workload which can be assigned by the customer service can be calculated according to the current workload of the customer service, so that the customers which are not saturated in workload and can receive the work order can be screened out according to the workload of the work order to be assigned at present. Then, according to the attribute of the reply time, whether the work order processing time of each customer service conflicts after receiving the work order can be analyzed, and the work order processing sequence ordering is carried out for the customers, so that the work orders with the closer reply time can be processed as soon as possible.
The work order and the processing sequence are assigned to a customer service terminal for processing customer service, and an assignment result is output, so that the system can supervise the working condition of each customer service in real time, the current time point service risk and the possible service risk in a future period of time of each service line are analyzed, and the calculation logic is that the service risk prediction is carried out according to the matching degree of the service group personnel at the monitoring time point and the to-be-completed service volume at the monitoring time point; and the post personnel are intelligently allocated according to the saturation degree of the work of each service line, so that the probability of service risk is reduced.
The invention analyzes the problem type, the workload and the reply time of the work order when receiving the work order, determines the processing sequence and the processing customer service of each work order by combining the customer service configuration information on each pre-configured work order service line, and sends the work order to the corresponding customer service terminal according to the processing sequence and the processing customer service of the work order, thereby realizing the automatic assignment of the work order, and simultaneously following the assignment of the work order and the follow-up situation of personnel according to the assignment result, solving the technical problems that the assignment of the work order and the follow-up situation of personnel cannot be monitored in the prior art, and a large amount of time is consumed by manual assignment, the processing time of the work order is prolonged, the operation method is complicated and repeated, the labor cost is high and the efficiency is low.
Referring to fig. 3, fig. 3 is a flowchart illustrating steps of a work order assignment method according to another embodiment of the present invention, which may specifically include the following steps:
the business lines and the processing groups are in one-to-one correspondence on the system, and the work orders on each business line have a common and unique attribute, namely a reply time attribute according to the rule of the system; the monitoring and scheduling system can calculate the current or next period of time, the required completed traffic of each service line and the saturation degree of the work load of each service line according to the traffic of the service lines, the skills of the staff on duty and the work order reply time attribute, and the data supports the manpower scheduling and the work order intelligent allocation of the system, thereby ensuring that the manpower resource can be utilized to the maximum extent.
in the embodiment of the invention, when the work order is assigned, the business line to which the work order belongs is judged according to the problem type, and the work order is processed through the business line preferentially.
305, judging whether the to-be-completed workload and the workload saturation of the initial work order service line reach a preset threshold value;
after determining the business line, it needs to judge whether the remaining business processing capacity of the business line is enough to process the work order workload.
If the business line is enough to process the work order, the work order can be assigned to the business line for processing. If the business line is not enough to process the work order, the work order is assigned to other business lines with unsaturated workloads for processing.
308, acquiring customer service configuration information on the target work order service line;
309, determining the processing sequence and the processing customer service of the work order according to the workload, the reply time attribute and the customer service configuration information;
in this embodiment of the present invention, the customer service configuration information may include assignable customer services, a type of customer service of each assignable customer service, and an existing workload, and step 309 may specifically include:
determining the acceptable workload of each distributable customer service according to the type of the distributable customer service and the existing workload;
determining the processing customer service of the work order according to the acceptable workload and the workload;
and determining the processing sequence of the work orders according to the reply time attribute.
In a particular implementation, the customer service that can take the work order can be determined taking into account the maximum workload on the day, the existing workload, for each customer service. Thereby ensuring that the workload of each customer service does not exceed its own bearing capacity. In addition, considering the timeliness of work order reply, the work orders to be processed by the customer service are sequenced according to the reply time attribute of the work orders, and the processing sequence and the processing time of the work orders can be reasonably arranged, so that the work orders can be processed in time.
And step 310, dispatching the work order and the processing sequence to a customer service terminal for processing customer service, and outputting a dispatching result.
The work order and the processing sequence are assigned to a customer service terminal for processing customer service, and an assignment result is output, so that the system can supervise the working condition of each customer service in real time, the current time point service risk and the possible service risk in a future period of time of each service line are analyzed, and the calculation logic is that the service risk prediction is carried out according to the matching degree of the service group personnel at the monitoring time point and the to-be-completed service volume at the monitoring time point; and the post personnel are intelligently allocated according to the saturation degree of the work of each service line, so that the probability of service risk is reduced.
In the embodiment of the invention, after the customer service finishes processing the received work order in advance within the specified time, the system can be requested to assign a new work order, when the system receives the work order assignment request sent by any customer service, the system can inquire whether the customer service finishes the work order processing task of the current day, if so, the customer service is assigned with the unprocessed assignable work order, and the assignment result is output.
The invention analyzes the problem type, the workload and the reply time of the work order when receiving the work order, determines the processing sequence and the processing customer service of each work order by combining the customer service configuration information on each pre-configured work order service line, and sends the work order to the corresponding customer service terminal according to the processing sequence and the processing customer service of the work order, thereby realizing the automatic assignment of the work order, and simultaneously following the assignment of the work order and the follow-up situation of personnel according to the assignment result, solving the technical problems that the assignment of the work order and the follow-up situation of personnel cannot be monitored in the prior art, and a large amount of time is consumed by manual assignment, the processing time of the work order is prolonged, the operation method is complicated and repeated, the labor cost is high and the efficiency is low.
Referring to fig. 4, fig. 4 is a block diagram of a work order dispatching device according to an embodiment of the present invention.
The invention provides a work order dispatching device, which is applied to a work order dispatching system, wherein the work order dispatching system is provided with a plurality of work order service lines, and the device comprises:
the receiving module 401 is configured to receive a work order, and analyze a problem type, a workload, and a reply time attribute of the work order;
a target work order service line determining module 402, configured to determine a target work order service line among the multiple work order service lines according to the problem type;
a customer service configuration information obtaining module 403, configured to obtain customer service configuration information on the target work order service line;
a processing order and processing customer service determining module 404, configured to determine a processing order and processing customer service of the work order according to the workload, the reply time attribute, and the customer service configuration information;
and the assigning module 405 is configured to assign the work order and the processing sequence to the customer service terminal for processing the customer service, and output an assigning result.
In the embodiment of the present invention, the method further includes:
the monitoring module is used for monitoring the number of the work orders and the number of the customer service personnel on each work order service line in real time and the reply time attribute of each unprocessed work order;
the to-be-completed workload and workload saturation calculation module is used for calculating the to-be-completed workload and the workload saturation of each work order service line in a preset time period according to the number of work orders, the number of customer service persons and the reply time attribute of each unprocessed work order;
the target work order service line determining module 402 includes:
the initial work order service line determining submodule is used for determining an initial work order service line in a plurality of work order service lines according to the problem type;
the threshold judgment submodule is used for judging whether the to-be-completed workload and the workload saturation of the initial work order service line reach a preset threshold or not;
the first target work order service line determining submodule is used for determining the initial work order service line as a target work order service line if the first target work order service line is not determined as the target work order service line;
the second target work order service line determining submodule is used for determining a target work order service line in the rest work order service lines if the second target work order service line is determined to be the target work order service line; the rest work order service lines are work order service lines except the initial work order service line in the plurality of work order service lines.
In the embodiment of the present invention, the customer service configuration information includes: assigning customer service, each of the customer service types and the existing workload of the assignable customer service; a process order and process customer service determination module 404 comprising:
the acceptable workload determining submodule is used for determining the acceptable workload of each customer service according to the type of the customer service of each distributable customer service and the existing workload;
the processing customer service determining submodule is used for determining the processing customer service of the work order according to the acceptable workload and the workload;
and the processing sequence determining submodule is used for determining the processing sequence of the work order according to the reply time attribute.
In the embodiment of the present invention, the method further includes:
the query module is used for querying whether the customer service completes the work order processing task on the day or not when receiving the work order assignment request sent by any customer service;
the unprocessed work order dispatching module is used for dispatching the unprocessed work orders to the customer service if the unprocessed work orders are obtained; and outputs the assignment result.
The invention also provides an electronic device comprising a processor and a memory:
the memory is used for storing the program codes and transmitting the program codes to the processor;
the processor is used for executing the work order dispatching method of the embodiment of the invention according to the instructions in the program codes.
The invention also provides a computer-readable storage medium for storing program codes for executing the work order assignment method of the embodiment of the invention.
It is clear to those skilled in the art that, for convenience and brevity of description, the specific working processes of the above-described apparatuses and units may refer to the corresponding processes in the foregoing method embodiments, and are not described herein again.
In the several embodiments provided in the present application, it should be understood that the disclosed apparatus and method may be implemented in other ways. For example, the above-described apparatus embodiments are merely illustrative, and for example, the division of the units is only one logical division, and other divisions may be realized in practice, for example, a plurality of 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 implementing the solution of the present embodiment.
In addition, functional units in the embodiments of the present invention 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 unit, if implemented in the form of a software functional unit and sold or used as a stand-alone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present invention may be embodied in the form of a software product, which is stored in a storage medium and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method according to the embodiments of the present invention. And the aforementioned storage medium includes: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes.
The above-mentioned embodiments are only used for illustrating the technical solutions of the present invention, and not for limiting the same; although the present invention has been described in detail with reference to the foregoing embodiments, it will 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; and such modifications or substitutions do not depart from the spirit and scope of the corresponding technical solutions of the embodiments of the present invention.
Claims (10)
1. A work order dispatching method is applied to a work order dispatching system, the work order dispatching system is provided with a plurality of work order service lines, and the method comprises the following steps:
receiving a work order, and analyzing the problem type, workload and reply time attribute of the work order;
determining a target work order service line in the plurality of work order service lines according to the problem type;
acquiring customer service configuration information on the target work order service line;
determining the processing sequence and the processing customer service of the work order according to the workload, the reply time attribute and the customer service configuration information;
and dispatching the work order and the processing sequence to a customer service terminal for processing customer service, and outputting a dispatching result.
2. The method of claim 1, further comprising:
monitoring the number of work orders, the number of customer service personnel and the reply time attribute of each unprocessed work order on each work order service line in real time;
according to the number of the work orders, the number of the customer service personnel and the attribute of the reply time of each unprocessed work order, the to-be-completed workload and the workload saturation of each work order service line in a preset time period are calculated;
the step of determining a target work order service line in the plurality of work order service lines according to the problem type comprises the following steps:
determining an initial work order service line in the plurality of work order service lines according to the problem type;
judging whether the to-be-completed workload and the workload saturation of the initial work order service line reach preset thresholds or not;
if not, determining the initial work order service line as a target work order service line;
if yes, determining a target work order service line in the rest work order service lines; the rest work order service lines are work order service lines except the initial work order service line in the work order service lines.
3. The method of claim 1, wherein the customer service configuration information comprises: assignable customer service, each said assignable customer service type and existing workload; the step of determining the processing sequence of the work order and the processing customer service according to the workload, the reply time attribute and the customer service configuration information comprises the following steps:
determining the acceptable workload of each distributable customer service according to the customer service type and the existing workload of each distributable customer service;
determining the processing customer service of the work order according to the acceptable workload and the workload;
and determining the processing sequence of the work order according to the reply time attribute.
4. The method of claim 1, further comprising:
when a work order assignment request sent by any customer service is received, whether the customer service completes the work order processing task on the day is inquired;
if yes, assigning a dispatchable work order to the application customer service; and outputs the assignment result.
5. A work order dispatching device is applied to a work order dispatching system, the work order dispatching system is provided with a plurality of work order service lines, and the device comprises:
the receiving module is used for receiving the work order and analyzing the problem type, the workload and the reply time attribute of the work order;
the target work order service line determining module is used for determining a target work order service line in the plurality of work order service lines according to the problem type;
the customer service configuration information acquisition module is used for acquiring the customer service configuration information on the target work order service line;
a processing sequence and processing customer service determining module, configured to determine a processing sequence and processing customer service of the work order according to the workload, the reply time attribute, and the customer service configuration information;
and the dispatching module is used for dispatching the work order and the processing sequence to the customer service terminal for processing the customer service and outputting a dispatching result.
6. The apparatus of claim 5, further comprising:
the monitoring module is used for monitoring the number of the work orders and the number of the customer service personnel on each work order service line and the reply time attribute of each unprocessed work order in real time;
the to-be-completed workload and workload saturation calculation module is used for calculating the to-be-completed workload and workload saturation of each work order service line in a preset time period according to the number of the work orders, the number of customer service persons and the reply time attribute of each unprocessed work order;
the target work order service line determining module comprises:
the initial work order service line determining submodule is used for determining an initial work order service line in the plurality of work order service lines according to the problem type;
a threshold judgment submodule, configured to judge whether the to-be-completed workload and the workload saturation of the initial work order service line reach a preset threshold;
a first target work order service line determining submodule, configured to determine, if the initial work order service line is not the target work order service line, the initial work order service line;
the second target work order service line determining submodule is used for determining a target work order service line in the rest work order service lines if the second target work order service line is determined to be the target work order service line; the rest work order service lines are work order service lines except the initial work order service line in the work order service lines.
7. The apparatus of claim 5, wherein the customer service configuration information comprises: assignable customer service, each said assignable customer service type and existing workload; the processing sequence and processing customer service determining module comprises:
an acceptable workload determination submodule, configured to determine an acceptable workload of each assignable customer service according to a customer service type of each assignable customer service and an existing workload;
a processing customer service determining submodule for determining the processing customer service of the work order according to the acceptable workload and the workload;
and the processing sequence determining submodule is used for determining the processing sequence of the work order according to the reply time attribute.
8. The apparatus of claim 5, further comprising:
the query module is used for querying whether the customer service completes the work order processing task on the day or not when receiving the work order assignment request sent by any customer service;
the unprocessed work order assignment module is used for assigning the assignable work orders to the customer service if the unprocessed work orders are assigned; and outputs the assignment result.
9. An electronic device, comprising a processor and a memory:
the memory is used for storing program codes and transmitting the program codes to the processor;
the processor is configured to execute the work order dispatch method of any of claims 1-4 in accordance with instructions in the program code.
10. A computer-readable storage medium for storing program code for performing the work order assignment method of any of claims 1-4.
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| CN117236643A (en) * | 2023-10-27 | 2023-12-15 | 中鸿云智(浙江)科技有限公司 | Intelligent analysis system and method based on label generation |
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