CN112488347A - Client reservation system and method based on cloud computing - Google Patents
Client reservation system and method based on cloud computing Download PDFInfo
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- CN112488347A CN112488347A CN202011487290.9A CN202011487290A CN112488347A CN 112488347 A CN112488347 A CN 112488347A CN 202011487290 A CN202011487290 A CN 202011487290A CN 112488347 A CN112488347 A CN 112488347A
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/02—Reservations, e.g. for tickets, services or events
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
- G06Q10/06393—Score-carding, benchmarking or key performance indicator [KPI] analysis
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q50/00—Systems or methods specially adapted for specific business sectors, e.g. utilities or tourism
- G06Q50/10—Services
Abstract
The invention provides a client reservation system and a reservation method based on cloud computing, and the method comprises the following steps: acquiring service time periods and service capacity data of each service person, and acquiring service levels of the service persons according to the service capacity data of the service persons; acquiring the reservation information of a client, and acquiring the service difficulty of the client according to the reservation information of the client; acquiring all idle service personnel in a client reservation time period, acquiring a first time length required by the service personnel to receive the client according to the difficulty of the client service and the service level of the service personnel, acquiring a second time length used by the service personnel to process the client service according to the average time length of the service personnel to process various services, and calculating the service time length required by the service personnel to receive the client according to the first time length and the second time length; and selecting the idle service personnel with the shortest service time as the reservation service personnel. The technical scheme provided by the invention can improve the efficiency of the business handling of the reservation system.
Description
Technical Field
The invention relates to the technical field of customer reservation systems based on cloud computing, in particular to a customer reservation system and a reservation method based on cloud computing.
Background
When people transact business, people need to register at a service network node first and then wait for calling in line, so that the situation of waiting for calling in line can occur. When the business is transacted, if more people queue up, the user needs to wait for a long time, which increases the time cost, and especially when the business is transacted in different places, the situation that the business can not be transacted in the same day due to too many people queue up may occur.
With the development of the internet, each service organization is provided with an online reservation system, but the reservation system can only reserve the approximate time for processing the service, for example, one hundred customers are served in one day, but the specific time is not given for the one hundred customers to handle the service, and the service can be queued and waited, or the service can not be handled due to missing of the handling time when the customers are late. In addition, the existing online reservation system cannot arrange an efficient reservation method according to the time of a client, and the efficiency of handling services is low.
Disclosure of Invention
The invention aims to provide a client reservation system and a reservation method based on cloud computing, and aims to solve the problem that the business handling efficiency of a reservation system is low in the prior art.
In order to achieve the purpose, the invention adopts the following technical scheme:
a client reservation system based on cloud computing structurally comprises a cloud server, a user terminal and a service terminal, wherein the user terminal is used for sending reservation information to the cloud server, and the service terminal is used for inputting a service time period of service personnel; the cloud server is used for executing a customer reception method, and the method comprises the following steps:
the method comprises the following steps: acquiring service time periods and service capacity data of each service person, and acquiring service levels of the service persons according to the service capacity data of the service persons; service capability data of the service personnel, including the working years of the service personnel, the feedback scores of the clients, the service capability scores and the average time for processing various services;
step two: acquiring the reservation information of a client, and acquiring the service difficulty of the client according to the reservation information of the client; the client reservation information comprises the number and the type of services which need to be transacted by the client, the number of transacted services and a reservation time period;
step three: acquiring all idle service personnel in a client reservation time period, acquiring a first time length required by the service personnel to receive the client according to the difficulty of the client service and the service level of the service personnel, acquiring a second time length used by the service personnel to process the client service according to the average time length of the service personnel to process various services, and calculating the service time length required by the service personnel to receive the client according to the first time length and the second time length;
step four: selecting an idle service person with the shortest service duration, acquiring the time that the service person can receive the customer in the customer appointment time period, and taking the time as the service time of the service person to the customer;
step five: and sending the service time, the service duration and the reception service personnel of the client to the user terminal, and sending the service time, the service duration and the reservation information of the client to the service terminal.
Further, the method for acquiring the service level grade of the service staff in the first step comprises the following steps:
setting the working life of service personnel to be L0Client feedback score of P1Service ability score of P2Then the service level of the service person is graded as
G2＝alnL0+bP1+cP2
Wherein a, b and c are respectively the working years L of service personnel0Client feedback score P1Service capability score P2The weight of (c).
Further, the method for acquiring the difficulty level of the waiters according to the client reservation information comprises the following steps:
classifying each service, and grading each service according to the workload of each service, wherein the higher the workload is, the higher the grade is, so as to obtain the difficulty grade of each service;
then after the services which need to be handled by the client are obtained, the corresponding classification of the services is obtained, and the difficulty grade of each service which needs to be handled by the client is obtained according to the classification of each service;
the difficulty score of the nth service is LnIf the client transacts the nth service m times, the difficulty level of the nth service of the client is
G1n＝αLn-βlnm
Wherein the nth service difficulty scores L of the alpha and beta clientsnAnd the number of transactions m.
Further, the client reservation system also comprises a client service terminal, wherein a consultation module is arranged on the user terminal and is used for the client to input the question information; the user terminal sends the question information input by the customer to the customer service terminal, the customer service terminal is used by customer service personnel, and the answer of the question is input on the customer service terminal after the question information of the customer is received.
Furthermore, a reminding module is further arranged on the user terminal, after the cloud server receives the reservation information of the user, the cloud server obtains file data and certificates needed by the user to handle the service according to the service to be handled and sends the file data and the certificates to the user terminal, and the reminding module of the user terminal displays the file data and the certificates on the user terminal.
A customer reception method based on cloud computing comprises the following steps:
the method comprises the following steps: acquiring service time periods and service capacity data of each service person, and acquiring service levels of the service persons according to the service capacity data of the service persons; service capability data of the service personnel, including the working years of the service personnel, the feedback scores of the clients, the service capability scores and the average time for processing various services;
step two: acquiring the reservation information of a client, and acquiring the service difficulty of the client according to the reservation information of the client; the client reservation information comprises the number and the type of services which need to be transacted by the client, the number of transacted services and a reservation time period;
step three: acquiring all idle service personnel in a client reservation time period, acquiring a first time length required by the service personnel to receive the client according to the difficulty of the client service and the service level of the service personnel, acquiring a second time length used by the service personnel to process the client service according to the average time length of the service personnel to process various services, and calculating the service time length required by the service personnel to receive the client according to the first time length and the second time length;
step four: selecting an idle service person with the shortest service duration, acquiring the time that the service person can receive the customer in the customer appointment time period, and taking the time as the service time of the service person to the customer;
step five: and sending the service time, the service duration and the reception service personnel of the client to the user terminal, and sending the service time, the service duration and the reservation information of the client to the service terminal.
Further, the method for acquiring the service level grade of the service staff in the first step comprises the following steps:
setting the working life of service personnel to be L0Client feedback score of P1Service ability score of P2Then the service level of the service person is graded as
G2＝alnL0+bP1+cP2
Wherein a, b and c are respectively the working years L of service personnel0Client feedback score P1Service capability score P2The weight of (c).
Further, the method for acquiring the difficulty level of the waiters according to the client reservation information comprises the following steps:
classifying each service, and grading each service according to the workload of each service, wherein the higher the workload is, the higher the grade is, so as to obtain the difficulty grade of each service;
then after the services which need to be handled by the client are obtained, the corresponding classification of the services is obtained, and the difficulty grade of each service which needs to be handled by the client is obtained according to the classification of each service;
the difficulty score of the nth service is LnIf the client transacts the nth service m times, the difficulty level of the nth service of the client is
G1n＝αLn-βlnm
Wherein the nth service difficulty scores L of the alpha and beta clientsnAnd the number of transactions m.
Further, the client reservation system also comprises a client service terminal, wherein a consultation module is arranged on the user terminal and is used for the client to input the question information; the user terminal sends the question information input by the customer to the customer service terminal, the customer service terminal is used by customer service personnel, and the answer of the question is input on the customer service terminal after the question information of the customer is received.
Furthermore, a reminding module is further arranged on the user terminal, after the cloud server receives the reservation information of the user, the cloud server obtains file data and certificates needed by the user to handle the service according to the service to be handled and sends the file data and the certificates to the user terminal, and the reminding module of the user terminal displays the file data and the certificates on the user terminal.
The invention has the beneficial effects that:
according to the technical scheme provided by the invention, the time and duration for the service staff to receive each client can be determined in the client reservation system according to the reservation information of the client, the service time of the service staff and the service capability data of the service staff, and the client only needs to handle the service at the receiving time without queuing in advance, so that the time cost of the client is reduced, and the problem of higher time cost caused by waiting of the client when the client is received is solved. The technical scheme provided by the invention can arrange the service staff with the shortest service time within the client's appointment time, and can improve the efficiency of the appointment system for handling the business.
Drawings
FIG. 1 is a schematic diagram of a cloud computing-based customer reservation system according to an embodiment of the system of the present invention;
fig. 2 is a flowchart of a customer reservation method of the cloud-based customer reservation system in the embodiment of the system of the present invention.
Detailed Description
The embodiment provides a customer reservation system based on cloud computing, the structure of which is shown in fig. 1, and the system comprises a cloud server, a user terminal and a service terminal, wherein the service terminal and the user terminal are both in communication connection with the cloud server.
The user terminal is provided with a reservation module and a reservation result query module, wherein the reservation module is used for sending reservation information to the cloud server, and the reservation result query module is used for sending a query instruction to the cloud server to obtain a reservation result; the service terminal is used for service personnel to use and is provided with a service time setting module and a reception task query module, wherein the service time setting module is used for inputting a service time period of the service personnel and sending the service time period to the cloud server, and the reception task query module is used for sending a query instruction to the cloud server to obtain clients needing to be received in the service time period, and service time and service duration of each client. The cloud server is used for obtaining a client reservation scheme by executing a client reservation method according to reservation information received from the user terminal and service time of service personnel received from the service terminal.
The flow of the client reservation method executed by the cloud server in this embodiment is shown in fig. 2, and includes the following steps:
the method comprises the following steps: acquiring service time periods and service capacity data of each service person, and acquiring service levels of the service persons according to the service capacity data of the service persons; service capability data of the service personnel, including the working years of the service personnel, the feedback scores of the clients, the service capability scores and the average time for processing various services;
step two: acquiring the reservation information of a client, and acquiring the service difficulty of the client according to the reservation information of the client; the client reservation information comprises the number and the type of services which need to be transacted by the client, the number of transacted services and a reservation time period;
step three: acquiring all idle service personnel in a client reservation time period, acquiring a first time length required by the service personnel to receive the client according to the difficulty of the client service and the service level of the service personnel, acquiring a second time length used by the service personnel to process the client service according to the average time length of the service personnel to process various services, and calculating the service time length required by the service personnel to receive the client according to the first time length and the second time length;
step four: selecting an idle service person with the shortest service duration, acquiring the time that the service person can receive the customer in the customer appointment time period, and taking the time as the service time of the service person to the customer;
step five: and sending the service time, the service duration and the reception service personnel of the client to the user terminal, and sending the service time, the service duration and the reservation information of the client to the service terminal.
In the first step of this embodiment, the method for obtaining the service level of the service staff includes:
setting the working life of service personnel to be L0Client feedback score of P1Service ability score of P2Then the service level of the service person is graded as
G2＝alnL0+bP1+cP2
Wherein a, b and c are respectively the working years L of service personnel0Client feedback score P1Service capability score P2The weight of (c).
In step two of this embodiment, the method for obtaining the difficulty level of the serviceman according to the client subscription information includes:
classifying each service, and grading each service according to the workload of each service, wherein the higher the workload is, the higher the grade is, so as to obtain the difficulty grade of each service;
and then after the services which need to be handled by the client are obtained, the corresponding classification of the services is obtained, and the difficulty grade of each service which needs to be handled by the client is obtained according to the classification of each service.
The difficulty score of the nth service is LnIf the client transacts the nth service m times, the difficulty level of the nth service of the client is
G1n＝αLn-βlnm
Wherein the nth service difficulty scores L of the alpha and beta clientsnAnd the number of transactions m.
The method for acquiring the first time length for the service personnel to process the nth service of the client comprises the following steps:
firstly, acquiring historical data, counting the average time for the service personnel at each service level grade to process the service at each difficulty level grade, and storing the average time;
then, after the service level of the service personnel is obtained, the average duration of the service level for processing the nth service is found from the stored data and is taken as the first duration H1 of the service personnel for processing the nth service of the clientn。
Setting the average second time length for the service personnel to process the nth service of the client as H2nThe service personnel needs to process the nth service of the client for a period of time
Hn＝pH1n+qH2n
Wherein p and q are each a first duration H1nAnd a second duration H2nAnd p + q is 1.
The service personnel needs to process the business of the client for the time length
Setting the time that a service person needs to receive X customers and the time for starting to receive the customers as T0Then the service time for receiving the jth customer is:
wherein T isiThe service time required for receiving the ith client.
In this embodiment, the client reservation system further comprises a client service terminal, wherein a consultation module is arranged on the user terminal and is used for the client to input the question information; the user terminal sends the question information input by the client to the customer service terminal, the customer service terminal is used by customer service personnel, and the answer of the question is input on the customer service terminal after the question information of the client is received; the customer service terminal sends the answer of the question to the cloud server, and the cloud server sends the answer of the question to the user terminal, so that information interaction between the customer service terminal and the user terminal is realized, and manual guidance is provided for a client.
In this embodiment, the user terminal is further provided with a service staff information query module, the cloud server is further configured to send the profile of each service staff and the current booking situation to the user terminal, and the customer can query the profile of each service staff and the current registration situation in the service staff information query module of the user terminal, where the profile of the service staff includes the working years and professional specialties of the service staff, and then select the booked service staff according to the requirements of the service staff.
In this embodiment, the user terminal is further provided with a reminding module, after receiving the reservation information of the user, the cloud server obtains the document and the certificate required by the service to be handled according to the service to be handled and sends the document and the certificate to the user terminal, and the reminding module of the user terminal displays the document and the certificate on the user terminal to remind the client of carrying the document and the certificate required by the service to be handled when handling the service.
The method comprises the following steps:
the present embodiment provides a method for receiving a medical diagnosis of a medical system based on cloud computing, which is the same as the method for receiving a medical diagnosis of a medical system based on cloud computing in the above system embodiment, and the method has been described in detail in the above system embodiment, and will not be described here.
The embodiments of the present invention disclosed above are intended merely to help clarify the technical solutions of the present invention, and it is not intended to describe all the details of the invention nor to limit the invention to the specific embodiments described. Obviously, many modifications and variations are possible in light of the above teaching. The embodiments were chosen and described in order to best explain the principles of the invention and the practical application, to thereby enable others skilled in the art to best utilize the invention. The invention is limited only by the claims and their full scope and equivalents.
Those of ordinary skill in the art will understand 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 depart from the spirit and scope of the corresponding technical solutions.
Claims (10)
1. A client reservation system based on cloud computing structurally comprises a cloud server, a user terminal and a service terminal, wherein the user terminal is used for sending reservation information to the cloud server, and the service terminal is used for inputting a service time period of service personnel; the method is characterized in that the cloud server is used for executing a customer reception method, and the method comprises the following steps:
the method comprises the following steps: acquiring service time periods and service capacity data of each service person, and acquiring service levels of the service persons according to the service capacity data of the service persons; service capability data of the service personnel, including the working years of the service personnel, the feedback scores of the clients, the service capability scores and the average time for processing various services;
step two: acquiring the reservation information of a client, and acquiring the service difficulty of the client according to the reservation information of the client; the client reservation information comprises the number and the type of services which need to be transacted by the client, the number of transacted services and a reservation time period;
step three: acquiring all idle service personnel in a client reservation time period, acquiring a first time length required by the service personnel to receive the client according to the difficulty of the client service and the service level of the service personnel, acquiring a second time length used by the service personnel to process the client service according to the average time length of the service personnel to process various services, and calculating the service time length required by the service personnel to receive the client according to the first time length and the second time length;
step four: selecting an idle service person with the shortest service duration, acquiring the time that the service person can receive the customer in the customer appointment time period, and taking the time as the service time of the service person to the customer;
step five: and sending the service time, the service duration and the reception service personnel of the client to the user terminal, and sending the service time, the service duration and the reservation information of the client to the service terminal.
2. The cloud-computing-based customer reservation system according to claim 1, wherein the method for acquiring the service level grade of the service personnel in the first step is as follows:
setting the working life of service personnel to be L0Client feedback score of P1Service ability score of P2Then the service level of the service person is graded as
G2＝a ln L0+bP1+cP2
Wherein a, b and c are respectively the working years L of service personnel0Client feedback score P1Service capability score P2The weight of (c).
3. The cloud-based customer reservation system of claim 1, wherein the method for obtaining the difficulty level of the waiters according to the customer reservation information comprises:
classifying each service, and grading each service according to the workload of each service, wherein the higher the workload is, the higher the grade is, so as to obtain the difficulty grade of each service;
then after the services which need to be handled by the client are obtained, the corresponding classification of the services is obtained, and the difficulty grade of each service which needs to be handled by the client is obtained according to the classification of each service;
the difficulty score of the nth service is LnIf the client transacts the nth service m times, the difficulty level of the nth service of the client is
G1n＝αLn-βlnm
Wherein the nth service difficulty scores L of the alpha and beta clientsnAnd the number of transactions m.
4. The cloud-computing-based client reservation system according to claim 1, wherein the client reservation system further comprises a client service terminal, the client terminal is provided with a consultation module, and the consultation module is used for a client to input question information; the user terminal sends the question information input by the customer to the customer service terminal, the customer service terminal is used by customer service personnel, and the answer of the question is input on the customer service terminal after the question information of the customer is received.
5. The client reservation system based on cloud computing as claimed in claim 1, wherein the user terminal is further provided with a reminding module, the cloud server obtains document data and certificates required by the service to be handled according to the service to be handled and sends the document data and certificates to the user terminal after receiving the reservation information of the user, and the reminding module of the user terminal displays the document data and certificates on the user terminal.
6. A customer reception method based on cloud computing is characterized by comprising the following steps:
the method comprises the following steps: acquiring service time periods and service capacity data of each service person, and acquiring service levels of the service persons according to the service capacity data of the service persons; service capability data of the service personnel, including the working years of the service personnel, the feedback scores of the clients, the service capability scores and the average time for processing various services;
step two: acquiring the reservation information of a client, and acquiring the service difficulty of the client according to the reservation information of the client; the client reservation information comprises the number and the type of services which need to be transacted by the client, the number of transacted services and a reservation time period;
step three: acquiring all idle service personnel in a client reservation time period, acquiring a first time length required by the service personnel to receive the client according to the difficulty of the client service and the service level of the service personnel, acquiring a second time length used by the service personnel to process the client service according to the average time length of the service personnel to process various services, and calculating the service time length required by the service personnel to receive the client according to the first time length and the second time length;
step four: selecting an idle service person with the shortest service duration, acquiring the time that the service person can receive the customer in the customer appointment time period, and taking the time as the service time of the service person to the customer;
step five: and sending the service time, the service duration and the reception service personnel of the client to the user terminal, and sending the service time, the service duration and the reservation information of the client to the service terminal.
7. The cloud-computing-based customer reservation method according to claim 6, wherein the method for acquiring the service level grade of the service personnel in the first step is as follows:
setting the working life of service personnel to be L0Client feedback score of P1Service ability score of P2Then the service level of the service person is graded as
G2＝alnL0+bP1+cP2
Wherein a, b and c are respectively the working years L of service personnel0Client feedback score P1Service capability score P2The weight of (c).
8. The cloud-computing-based customer reservation method of claim 6, wherein the method for obtaining the difficulty level of the waiters according to the customer reservation information comprises:
classifying each service, and grading each service according to the workload of each service, wherein the higher the workload is, the higher the grade is, so as to obtain the difficulty grade of each service;
then after the services which need to be handled by the client are obtained, the corresponding classification of the services is obtained, and the difficulty grade of each service which needs to be handled by the client is obtained according to the classification of each service;
the difficulty score of the nth service is LnIf the client transacts the nth service m times, the difficulty level of the nth service of the client is
G1n＝αLn-βlnm
Wherein the nth service difficulty scores L of the alpha and beta clientsnAnd the number of transactions m.
9. The cloud-computing-based client reservation method according to claim 6, wherein the client reservation system further comprises a client service terminal, the user terminal is provided with a consultation module, and the consultation module is used for the client to input question information; the user terminal sends the question information input by the customer to the customer service terminal, the customer service terminal is used by customer service personnel, and the answer of the question is input on the customer service terminal after the question information of the customer is received.
10. The client reservation method based on cloud computing as claimed in claim 6, wherein the user terminal is further provided with a reminding module, the cloud server obtains document data and certificates required by the service to be handled according to the service to be handled and sends the document data and certificates to the user terminal after receiving the reservation information of the user, and the reminding module of the user terminal displays the document data and certificates on the user terminal.
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