CN113177714B - Customer service work order processing method, device, equipment and storage medium - Google Patents
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Abstract
The invention relates to the field of big data and discloses a customer service work order processing method, a customer service work order processing device, customer service work order processing equipment and a storage medium. The method comprises the following steps: when receiving a work order creation request, analyzing the work order creation request to obtain service information of the work order to be created; creating a work order according to the service information, wherein the work order comprises general attributes, custom attributes and/or custom processes of the work order; determining the service type of the work order according to the customized attribute, and associating the work order with the corresponding work role according to the service type; and pushing the work order to the corresponding customer service end according to the preset association relation between the work roles and the staff. The invention realizes the customization degree of customer service work order processing and improves the accuracy and pertinence of the dispatch of the customer service work order.
Description
Technical Field
The present invention relates to the field of big data, and in particular, to a customer service work order processing method, apparatus, device, and storage medium.
Background
In internet companies, with the development of services, service modes, types and forms are more and more diversified. The customer service center is used as an external unified service department of a company, and a complete work order system is needed to record, track and solve the problems in communication with users. The worksheet sources of different services are different, the attention content of each service is different, and the processing flow of the worksheets is different.
It is obviously not economical if a work order system or a functional module is developed for different services. If a unified work order system is used but the special requirements of different services are not supported, the current service requirements cannot be met. Most of the existing products have no isolation of service data, no specific fields for different services and no different processing flows for the services. The error of the work order acquisition of customer service personnel is easy to be caused, the description of the service problems is inaccurate, and the service processing lacks elasticity. Therefore, the technical departments of the business center need to develop a general customer service work order system meeting the business customization.
Disclosure of Invention
The invention mainly aims to solve the technical problem of low flexibility of the existing general customer service work order processing method.
The first aspect of the invention provides a customer service work order processing method, which comprises the following steps:
when receiving a work order creation request, analyzing the work order creation request to obtain service information of a work order to be created;
Creating a work order according to the service information, wherein the work order comprises general attributes, custom attributes and/or custom processes of the work order;
Determining the service type of the work order according to the general attribute, the custom attribute and/or the custom flow, and associating the work order with a corresponding work role according to the service type;
pushing the work order to a corresponding customer service end according to a preset association relation between the work role and the staff.
Optionally, in a first implementation manner of the first aspect of the present invention, before the analyzing the work order creation request when receiving the work order creation request, before obtaining service information of the work order to be created, the method further includes:
Acquiring service demand information sent by a service party, and creating work order information of a service to be applied according to the service demand information, wherein the work order information comprises service source information, a custom field and a custom flow;
Generating service type information of a service to be applied according to the custom field and the custom flow, and generating service information of a work order to be created according to the service source information and the service type information;
And packaging the service information into a work order creation request and sending the work order creation request to a designated interface.
Optionally, in a second implementation manner of the first aspect of the present invention, creating work order information of a service to be applied according to the service requirement information includes:
creating service source information of the service to be applied according to the service demand information, and judging whether the service to be applied carries out service backhaul or not;
If the service to be applied carries out service feedback, setting a feedback identification of the service to be applied according to the requirement information, and judging whether the service to be applied carries out field customization or not;
If the service to be applied is subjected to field customization, selecting a preset customization field of the service to be applied according to the requirement information, and judging whether the service to be applied is subjected to flow customization or not;
if the service to be applied is subjected to process customization, selecting a preset customization process of the service to be applied according to the requirement information, and storing the service source information, the return identification, the customization field and/or the customization process as work order information of the service to be applied.
Optionally, in a third implementation manner of the first aspect of the present invention, the sending the job ticket creation request encapsulating the service information to the designated interface includes:
Packaging the service information into a work order creation request, and determining the service party type of the work order creation request after packaging;
And sending the work order creation request to a designated interface according to the service party type, wherein the designated interface at least comprises one or more of a webpage interface, a gateway interface, a message queue interface and a remote procedure call interface.
Optionally, in a fourth implementation manner of the first aspect of the present invention, the creating a worksheet according to the service information includes:
creating general attributes of the work orders to be created according to the service source information, and judging whether the work orders to be created perform custom attribute creation or not according to the service information;
If the to-be-created work order carries out custom attribute creation, creating custom attributes of the to-be-created work order according to the custom field, and judging whether the to-be-created work order carries out custom process creation or not according to the service information;
if the to-be-created work order is subjected to customization flow creation, creating the customization flow of the to-be-created work order according to the customization flow;
and generating a work order according to the general attribute, the custom attribute and/or the custom flow.
Optionally, in a fifth implementation manner of the first aspect of the present invention, the customer service work order processing method further includes:
According to the general attribute, the custom attribute and/or the custom flow;
And if the service request carries the return identifier, sending the processing result corresponding to the completed work order service to the corresponding service party through a preset message queue interface according to the return identifier.
Optionally, in a sixth implementation manner of the first aspect of the present invention, an association relationship between the service type and the work role is M 1：N1, and an association relationship between the work role and the employee is M 2：N2.
The second aspect of the present invention provides a customer service work order processing apparatus, including:
the analysis module is used for analyzing the work order creation request to obtain the service information of the work order to be created when the work order creation request is received;
The first creating module is used for creating a work order according to the service information, wherein the work order comprises general attributes, custom attributes and/or custom processes of the work order;
the association module is used for determining the service type of the work order according to the general attribute, the customization attribute and/or the customization flow, and associating the work order with the corresponding work role according to the service type;
and the pushing module is used for pushing the work order to the corresponding customer service end according to the preset association relation between the work role and the staff.
Optionally, in a first implementation manner of the second aspect of the present invention, the customer service work order processing device further includes:
The second creation module is used for acquiring service demand information sent by a service party and creating work order information of a service to be applied according to the service demand information, wherein the work order information comprises service source information, custom fields and custom flows;
The generating module is used for generating service type information of the service to be applied according to the custom field and the custom flow, and generating service information of the work order to be created according to the service source information and the service type information;
and the packaging module is used for packaging the service information into a work order creation request and sending the work order creation request to a designated interface.
Optionally, in a second implementation manner of the second aspect of the present invention, the second creating module includes:
the first creating unit is used for creating service source information of the service to be applied according to the service demand information and judging whether the service to be applied carries out service backhaul or not;
The setting unit is used for setting a return identifier of the service to be applied according to the requirement information if the service to be applied carries out service return, and judging whether the service to be applied carries out field customization or not;
the selecting unit is used for selecting a preset custom field of the service to be applied according to the requirement information if the service to be applied is subjected to field custom, and judging whether the service to be applied is subjected to flow custom;
And the storage unit is used for selecting a preset custom flow of the service to be applied according to the demand information if the service to be applied carries out flow custom, and storing the service source information, the return identification, the custom field and/or the custom flow as work order information of the service to be applied.
Optionally, in a third implementation manner of the second aspect of the present invention, the packaging module includes:
The determining unit is used for packaging the service information into a work order creation request and determining the service party type of the work order creation request after packaging;
and the sending unit is used for sending the work order creation request to a designated interface according to the service party type, wherein the designated interface at least comprises one or more of a webpage interface, a gateway interface, a message queue interface and a remote procedure call interface.
Optionally, in a fourth implementation manner of the second aspect of the present invention, the first creating module includes:
The second creation unit is used for creating the general attribute of the work order to be created according to the service source information and judging whether the work order to be created is subjected to custom attribute creation according to the service information;
The third creating unit is used for creating the custom attribute of the to-be-created work order according to the custom field if the to-be-created work order is custom attribute creation, and judging whether the to-be-created work order is custom flow creation or not according to the service information;
A fourth creation unit, configured to create, if the to-be-created work order performs the creation of the customized flow, the customized flow of the to-be-created work order according to the customized flow;
And the generating unit is used for generating a work order according to the general attribute, the custom attribute and/or the custom flow.
Optionally, in a fifth implementation manner of the second aspect of the present invention, the customer service work order processing device further includes:
the judging module is used for judging whether the general attribute is the same as the custom attribute or not and judging whether the custom flow is the same as the custom attribute or not according to the general attribute;
and the sending module is used for sending the processing result corresponding to the completed work order service to the corresponding service party through a preset message queue interface according to the feedback identification if the feedback identification is carried.
Optionally, in a sixth implementation manner of the second aspect of the present invention, an association relationship between the service type and the work role is M 1：N1, and an association relationship between the work role and the employee is M 2：N2.
A third aspect of the present invention provides a customer service work order processing apparatus, including: a memory and at least one processor, the memory having instructions stored therein; the at least one processor invokes the instructions in the memory to cause the customer service work order processing device to execute the customer service work order processing method described above.
A fourth aspect of the present invention provides a computer-readable storage medium having instructions stored therein that, when executed on a computer, cause the computer to perform the above-described customer service work order processing method.
In the technical scheme provided by the invention, when a customer service personnel creates a work order, a work order creation request is initiated, then the work order is created according to the business information in the work order creation request, and the work order comprises the general attribute, the custom attribute and/or the custom flow of the work order, wherein the personalized business type of the work order can be determined through the general attribute, the custom attribute and/or the custom flow, different types of work orders and corresponding work roles are associated, and the different work roles are associated with staff in advance, so that the work order can be pushed to the corresponding customer service end according to the type of the work order, for example, the work order with the custom attribute or the custom flow is distributed to special staff for processing, and the work order with the general attribute can be distributed to all staff for processing so as to realize the custom of the work order, and the flexibility, the accuracy and the pertinence of the distribution of the work order of the customer service are improved.
Drawings
FIG. 1 is a schematic diagram of a first embodiment of a method for processing a customer service work order according to an embodiment of the present invention;
FIG. 2 is a schematic diagram of a second embodiment of a method for processing a customer service work order according to an embodiment of the present invention;
FIG. 3 is a schematic diagram of a first embodiment of a customer service work order processing apparatus according to an embodiment of the present invention;
FIG. 4 is a diagram of a second embodiment of a customer care sheet processing apparatus according to an embodiment of the present invention;
FIG. 5 is a schematic diagram of an embodiment of a customer service work order processing apparatus according to an embodiment of the present invention.
Detailed Description
The embodiment of the invention provides a customer service work order processing method, a device, equipment and a storage medium, which are used for analyzing a work order creation request to obtain service information of a work order to be created when receiving the work order creation request; creating a work order according to the service information, wherein the work order comprises general attributes, custom attributes and/or custom processes of the work order; determining the service type of the work order according to the customized attribute, and associating the work order with the corresponding work role according to the service type; and pushing the work order to the corresponding customer service end according to the preset association relation between the work roles and the staff. The invention realizes the customization degree of customer service work order processing and improves the accuracy and pertinence of the dispatch of the customer service work order.
The terms "first," "second," "third," "fourth" and the like in the description and in the claims and in the above drawings, if any, are used for distinguishing between similar objects and not necessarily for describing a particular sequential or chronological order. It is to be understood that the data so used may be interchanged where appropriate such that the embodiments described herein may be implemented in other sequences than those illustrated or otherwise described herein. Furthermore, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, system, article, or apparatus that comprises a list of steps or elements is not necessarily limited to those steps or elements expressly listed or inherent to such process, method, article, or apparatus.
For ease of understanding, the following describes a specific flow of an embodiment of the present invention, referring to fig. 1, and a first embodiment of a method for processing a customer service work order in the embodiment of the present invention includes:
101. When receiving a work order creation request, analyzing the work order creation request to obtain service information of a work order to be created;
It is to be understood that the execution body of the present invention may be a customer service work order processing device, and may also be a terminal or a server, which is not limited herein. The embodiment of the invention is described by taking a server as an execution main body as an example.
In this embodiment, the work order creation module provides different interfaces to receive work order creation requests of different service parties, where the work order creation requests carry service information of the work order to be created, including service source information of the service party, a custom field and a processing flow of the service party, and are used for generating work order customization for a special service, and when the service information does not include the custom field and the custom flow, the work order corresponds to a common service.
102. Creating a work order according to the service information, wherein the work order comprises general attributes, custom attributes and/or custom processes of the work order;
In this embodiment, the service information includes service source information, a custom field and a custom flow input by a service party, the conventional work order template itself includes a general flow and a processing service content, the service source information in the service information is written into the work order template to generate a common work order, and then the custom field and the custom flow are written into the work order template to obtain a custom chemical order specific to the service party. The source information is converted into general attributes in the work order, the custom fields are converted into custom attributes in the work order, and the custom flow is converted into custom flow in the work order.
103. Determining the service type of the work order according to the general attribute, the custom attribute and/or the custom flow, and associating the work order with a corresponding work role according to the service type;
in this embodiment, the custom attribute describes a service type of the work order, which may include a steam distribution service, a house service, a legal service, a communication service, and the like according to an industry division, and may include a pre-sale service, a time-of-sale service, an after-sale service, and the like according to a service form, and after determining the service type of the work order, the work order is associated with a corresponding work role to perform subsequent work order pushing.
In addition, the staff work role module is used for data isolation of different business type worksheets, and the staff can only operate one or more related business types of worksheets by associating work roles with the worksheets in advance. Wherein a work order of one business type may be associated with multiple work roles. For example, a work order of the service type A can be simultaneously associated with the work role A, the work role B and the work role C.
104. Pushing the work order to a corresponding customer service end according to a preset association relation between the work role and the staff.
In this embodiment, in the work order processing module and the association relationship between the work roles and the employees is preset, where one work role may be associated with multiple employees, and one employee may also be associated with multiple work roles, for example, work role a is associated with employee A, B at the same time, work role B is associated with employee B, C at the same time, work role a is associated with employee A, D at the same time, and if the work order is associated with work role a, work role B, and work role C at the same time, the work order may be pushed to employee a, employee B, employee C, and employee D at the same time.
In the embodiment of the invention, when a customer service personnel creates a work order, a work order creation request is initiated, then the work order is created according to the business information in the work order creation request, and the work order comprises the general attribute, the custom attribute and/or the custom flow of the work order, wherein the personalized business type of the work order can be determined through the general attribute, the custom attribute and/or the custom flow, different types of work orders and corresponding work roles are associated, and the different work roles are associated with staff in advance, so that the work order can be pushed to the corresponding customer service end according to the type of the work order, for example, the work order with the custom attribute or the custom flow is distributed to special staff processing, and the work order with the general attribute can be distributed to all staff processing, so that the customization of the work order of the customer service is realized, and the flexibility, the accuracy and the pertinence of the work order distribution of the customer service are improved.
Referring to fig. 2, a second embodiment of a method for processing a customer service work order according to an embodiment of the present invention includes:
201. Acquiring service demand information sent by a service party, and creating work order information of a service to be applied according to the service demand information, wherein the work order information comprises service source information, a custom field and a custom flow;
202. generating service type information of a service to be applied according to the custom field and the custom flow, and generating service information of a work order to be created according to the service source information and the service type information;
203. Packaging the service information into a work order creation request and sending the work order creation request to a designated interface;
In this embodiment, when a service party applies for a service, a front-end interactive interface performs service editing, after the editing is completed, the service party automatically packages the service information into a data set, namely, requirement information, uploads the requirement information to a system server, edits input requirement information through the service party, applies a preset work order information template, maps the content of the requirement information to a list corresponding to the work order information template, and immediately realizes creation of work order information of the service to be applied, wherein service source information is identity information of a general content recording service party, custom fields and custom flow information are created according to special requirements of the service party on service application, and customized service is performed on the basis of the preset general work order.
Specifically, in the work order information, the service source information includes names, contacts, contact ways, identification codes and the like of service parties, the custom field includes codes, display names, service contents and the like of each processing flow of the work order, and the custom flow includes new creation, allocation, processing, solving, closing, rejection and the like of the work order.
Further, the creation of the work order information includes the steps of:
(1) Creating service source information of the service to be applied according to the service demand information, and judging whether the service to be applied carries out service backhaul or not;
(2) If the service to be applied carries out service feedback, setting a feedback identification of the service to be applied according to the requirement information, and judging whether the service to be applied carries out field customization or not;
(3) If the service to be applied is subjected to field customization, selecting a preset customization field of the service to be applied according to the requirement information, and judging whether the service to be applied is subjected to flow customization or not;
(4) If the service to be applied is subjected to process customization, selecting a preset customization process of the service to be applied according to the requirement information, and storing the service source information, the return identification, the customization field and/or the customization process as work order information of the service to be applied.
In this embodiment, the requirement information is a table in a fixed format, and is composed of parameter variables and assignment, where the assignment is the content input or selected by the business party on the interactive interface; when the service side does not input the content or selects a blank option, the assignment corresponding to the parameter variable is null.
When judging whether to carry out service backhaul, judging whether assignment corresponding to the service backhaul mark is empty, if so, not carrying out service backhaul, otherwise, carrying out service backhaul, and setting backhaul mark according to assignment; judging whether the parameter variable of the field customization plate is empty or not, if so, not carrying out field customization, otherwise, carrying out field customization, and selecting from preset customized fields according to assignment corresponding to the parameter variable of the field customization plate; and judging whether the parameter variable of the flow customization plate is empty or not, if so, not performing flow customization, otherwise, performing flow customization, and selecting from preset customized flows according to assignment corresponding to the parameter variable of the flow customization plate.
In addition, after the business information is packaged into the work order creation request, the work order creation request can be sent to the work order creation module through an interface provided by the work order creation module. The method is specifically as follows:
(1) Packaging the service information into a work order creation request, and determining the service party type of the work order creation request after packaging;
(2) And sending the work order creation request to a designated interface according to the service party type, wherein the designated interface at least comprises one or more of a webpage interface, a gateway interface, a message queue interface and a remote procedure call interface.
In this embodiment, the work order creation module provides different types of interfaces to receive work order creation requests of different service party types, including the following contents:
1. providing an operation page (webpage interface) for customer service personnel to directly create a work order;
2. providing a Remote Procedure Call (RPC) interface, such as a dubbo interface, to create a work order for a business system within a company;
3. providing a gateway interface for creating a work order for the APP end industry of the company;
4. a message queue interface is provided for creating work orders for internal business of a company.
204. When receiving a work order creation request, analyzing the work order creation request to obtain service information of a work order to be created;
205. creating a work order according to the service information, wherein the work order comprises general attributes, custom attributes and/or custom processes of the work order;
specifically, the service information includes service source information, a custom field and/or a custom flow, when creating a work order, whether one or more items of the service information are included in the service information needs to be judged, if so, the creation of corresponding content needs to be performed, and the specific implementation process is as follows:
(1) Creating general attributes of the work orders to be created according to the service source information, and judging whether the work orders to be created perform custom attribute creation or not according to the service information;
(2) If the to-be-created work order carries out custom attribute creation, creating custom attributes of the to-be-created work order according to the custom field, and judging whether the to-be-created work order carries out custom process creation or not according to the service information;
(3) If the to-be-created work order is subjected to customization flow creation, creating the customization flow of the to-be-created work order according to the customization flow;
(4) And generating a work order according to the general attribute, the custom attribute and/or the custom flow.
206. Determining the service type of the work order according to the general attribute, the custom attribute and/or the custom flow, and associating the work order with a corresponding work role according to the service type;
207. Pushing the work order to a corresponding customer service end according to a preset association relation between the work role and the staff.
In this embodiment, besides the staff manually picking up the work order displayed on the corresponding customer service end, the work order service module in the system may automatically assign the work order to the corresponding staff, where the association relationship between the service type and the work roles is M 1：N1, and the association relationship between the work roles and the staff is M 2：N2, that is, it means that one service type may be associated with multiple work roles at the same time, one work role may be associated with multiple service types at the same time, and the association relationship between the work roles and the work is also the same.
In addition, after the employee processes the work order, it is also required to determine whether to transmit the processing result of the work order back to the business party, as shown in the following specific embodiments:
(1) According to the general attribute, the custom attribute and/or the custom flow;
(2) And if the service request carries the return identifier, sending the processing result corresponding to the completed work order service to the corresponding service party through a preset message queue interface according to the return identifier.
In this embodiment, after the customer service personnel completes processing the work order, the return mechanism of the work order triggering system is closed, whether the work order carries the return identifier can be judged according to whether the assignment of the return parameter variable in the work order is null, and if yes, the processing result can be returned to the service party through the message queue interface in an asynchronous transmission mode.
In the embodiment of the invention, the creation process of the service information and the creation process of the work order are described in detail, the creation content of the service information comprises service source information, custom fields and custom processes, and the service information corresponds to the general attribute, custom attribute and custom processes in the work order respectively, namely, the service information creation is a preset process of the customization of the work order dispatch, and the premise of the customization of the work order dispatch is realized.
The method for processing a customer service work order in the embodiment of the present invention is described above, and the apparatus for processing a customer service work order in the embodiment of the present invention is described below, referring to fig. 3, where a first embodiment of the apparatus for processing a customer service work order in the embodiment of the present invention includes:
The parsing module 301 is configured to parse the work order creation request to obtain service information of a work order to be created when the work order creation request is received;
A first creating module 302, configured to create a work order according to the service information, where the work order includes a general attribute, a custom attribute, and/or a custom flow of the work order;
The association module 303 is configured to determine a service type of the work order according to the general attribute, the custom attribute, and/or the custom flow, and associate the work order with a corresponding work role according to the service type;
and the pushing module 304 is configured to push the work order to a corresponding customer service end according to a preset association relationship between the work role and the employee.
In the embodiment of the invention, when a customer service personnel creates a work order, a work order creation request is initiated, then the work order is created according to the business information in the work order creation request, and the work order comprises the general attribute, the custom attribute and/or the custom flow of the work order, wherein the personalized business type of the work order can be determined through the general attribute, the custom attribute and/or the custom flow, different types of work orders and corresponding work roles are associated, and the different work roles are associated with staff in advance, so that the work order can be pushed to the corresponding customer service end according to the type of the work order, for example, the work order with the custom attribute or the custom flow is distributed to special staff processing, and the work order with the general attribute can be distributed to all staff processing, so that the customization of the work order of the customer service is realized, and the flexibility, the accuracy and the pertinence of the work order distribution of the customer service are improved.
Referring to fig. 4, a second embodiment of the client service work order processing apparatus according to the present invention includes:
The parsing module 301 is configured to parse the work order creation request to obtain service information of a work order to be created when the work order creation request is received;
A first creating module 302, configured to create a work order according to the service information, where the work order includes a general attribute, a custom attribute, and/or a custom flow of the work order;
The association module 303 is configured to determine a service type of the work order according to the general attribute, the custom attribute, and/or the custom flow, and associate the work order with a corresponding work role according to the service type;
and the pushing module 304 is configured to push the work order to a corresponding customer service end according to a preset association relationship between the work role and the employee.
Specifically, the customer service work order processing device further comprises:
The second creating module 305 is configured to obtain service requirement information sent by a service party, and create work order information of a service to be applied according to the service requirement information, where the work order information includes service source information, a custom field and a custom flow;
the generating module 306 is configured to generate service type information of a service to be applied according to the custom field and the custom flow, and generate service information of a work order to be created according to the service source information and the service type information;
and the packaging module 307 is used for packaging the service information into a work order creation request and sending the work order creation request to a designated interface.
Specifically, the second creating module 305 includes:
the first creating unit 3051 is configured to create service source information of a service to be applied according to the service requirement information, and determine whether the service to be applied performs service backhaul;
A setting unit 3052, configured to set a backhaul identifier of the service to be applied according to the requirement information if the service to be applied performs service backhaul, and determine whether the service to be applied performs field customization;
a selecting unit 3053, configured to select a preset custom field of the service to be applied according to the requirement information if the service to be applied performs field customization, and determine whether the service to be applied performs flow customization;
And the storage unit 3054 is configured to select a preset custom flow of the service to be applied according to the requirement information if the service to be applied performs flow customization, and store the service source information, the return identifier, the custom field and/or the custom flow as work order information of the service to be applied.
Specifically, the encapsulation module 307 includes:
A determining unit 3071, configured to encapsulate the service information into a work order creation request, and determine a service party type of the work order creation request after encapsulation;
And a sending unit 3072, configured to send the work order creation request to a specified interface according to the service party type, where the specified interface includes at least one or more of a web interface, a gateway interface, a message queue interface, and a remote procedure call interface.
Specifically, the first creating module 302 includes:
A second creating unit 3021, configured to create a generic attribute of the to-be-created work order according to the service source information, and determine whether the to-be-created work order performs custom attribute creation according to the service information;
A third creating unit 3022, configured to create, if the to-be-created work order performs custom attribute creation, custom attributes of the to-be-created work order according to the custom field, and determine whether the to-be-created work order performs custom flow creation according to the service information;
a fourth creating unit 3023, configured to create, if the to-be-created work order performs the creation of the customized flow, the customized flow of the to-be-created work order according to the customized flow;
A generating unit 3024, configured to generate a work order according to the generic attribute, the custom attribute, and/or the custom procedure.
Specifically, the customer service work order processing device further comprises:
A discriminating module 308, configured to determine, according to the generic attribute, the custom attribute and/or the custom procedure;
and the sending module 309 is configured to send, if the backhaul identifier is carried, a processing result corresponding to the completed work order service to the corresponding service party through a preset message queue interface according to the backhaul identifier.
Specifically, the association relationship between the service type and the work role is M 1：N1, and the association relationship between the work role and the employee is M 2：N2.
In the embodiment of the invention, the creation process of the service information and the creation process of the work order are described in detail, the creation content of the service information comprises service source information, custom fields and custom processes, and the service information corresponds to the general attribute, custom attribute and custom processes in the work order respectively, namely, the service information creation is a preset process of the customization of the work order dispatch, and the premise of the customization of the work order dispatch is realized.
The customer service work order processing device in the embodiment of the present invention is described in detail from the point of view of the modularized functional entity in fig. 3 and fig. 4, and the customer service work order processing apparatus in the embodiment of the present invention is described in detail from the point of view of hardware processing.
Fig. 5 is a schematic structural diagram of a customer service work order processing device according to an embodiment of the present invention, where the customer service work order processing device 500 may have a relatively large difference due to different configurations or performances, and may include one or more processors (central processing units, CPU) 510 (e.g., one or more processors) and a memory 520, and one or more storage mediums 530 (e.g., one or more mass storage devices) storing application programs 533 or data 532. Wherein memory 520 and storage medium 530 may be transitory or persistent storage. The program stored on the storage medium 530 may include one or more modules (not shown in fig. 5), each of which may include a series of instruction operations on the customer service work sheet processing device 500. Still further, the processor 510 may be configured to communicate with the storage medium 530 to execute a series of instruction operations in the storage medium 530 on the customer service ticket processing device 500.
The customer care ticket processing apparatus 500 may also include one or more power supplies 540, one or more wired or wireless network interfaces 550, one or more input/output interfaces 560, and/or one or more operating systems 531, such as Windows Serve, mac OS X, unix, linux, freeBSD, and the like. Those skilled in the art will appreciate that the configuration of the customer service ticket processing apparatus shown in fig. 5 does not constitute a limitation of the customer service ticket processing apparatus, and may include more or fewer components than those shown in fig. 5, or may combine certain components, or may be arranged in a different arrangement of components.
The invention also provides customer service work order processing equipment, which comprises a memory and a processor, wherein the memory stores computer readable instructions, and when the computer readable instructions are executed by the processor, the processor executes the steps of the customer service work order processing method in the embodiments.
The present invention also provides a computer readable storage medium, which may be a non-volatile computer readable storage medium, or may be a volatile computer readable storage medium, where instructions are stored in the computer readable storage medium, when the instructions are executed on a computer, cause the computer to perform the steps of the customer service ticket processing method.
It will be clear to those skilled in the art that, for convenience and brevity of description, specific working procedures of the above-described systems, apparatuses and units may refer to corresponding procedures in the foregoing method embodiments, which are not repeated herein.
The integrated units, if implemented in the form of software functional units and sold or used as stand-alone products, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present invention may be embodied essentially or in part or all of the technical solution or in part in the form of a software product stored in a storage medium, including instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) to perform 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 (random access memory, RAM), a magnetic disk, or an optical disk, or other various media capable of storing program codes.
The above embodiments are only for illustrating the technical solution of the present invention, and not for limiting the same; although the 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 scheme described in the foregoing embodiments can be modified or some technical features thereof can be replaced by equivalents; such modifications and substitutions do not depart from the spirit and scope of the technical solutions of the embodiments of the present invention.
Claims (7)
1. The customer service work order processing method is characterized by comprising the following steps of:
Acquiring service demand information sent by a service party, creating service source information of a service to be applied according to the service demand information, and judging whether the service to be applied carries out service feedback or not;
If the service to be applied carries out service feedback, setting a feedback identification of the service to be applied according to the requirement information, and judging whether the service to be applied carries out field customization or not;
If the service to be applied is subjected to field customization, selecting a preset customization field of the service to be applied according to the requirement information, and judging whether the service to be applied is subjected to flow customization or not;
If the service to be applied is subjected to process customization, selecting a preset customization process of the service to be applied according to the requirement information, and storing the service source information, the return identification, the customization field and/or the customization process as work order information of the service to be applied, wherein the work order information comprises the service source information, the customization field and the customization process, and the customization process comprises the creation, the distribution, the processing, the solving, the closing and the rejection of the work order;
Generating service type information of a service to be applied according to the custom field and the custom flow, and generating service information of a work order to be created according to the service source information and the service type information;
packaging the service information into a work order creation request and sending the work order creation request to a designated interface;
when the work order creation request is received, the work order creation request is analyzed to obtain the service information of the work order to be created;
Creating a work order according to the service information, wherein the work order comprises general attributes of the work order, custom attributes and/or custom processes;
determining the service type of the work order according to the general attribute, the custom attribute and/or the custom flow, and associating the work order with a corresponding work role according to the service type, wherein the work order of one service type is associated with a plurality of work roles;
Pushing the work order to a corresponding customer service end according to a preset association relation between the work roles and the staff, wherein the preset association relation is used for indicating that one work role is associated with a plurality of staff and one staff is associated with a plurality of work roles.
2. The customer service work order processing method according to claim 1, wherein the encapsulating the service information into a work order creation request and transmitting to a designated interface comprises:
Packaging the service information into a work order creation request, and determining the service party type of the work order creation request after packaging;
And sending the work order creation request to a designated interface according to the service party type, wherein the designated interface at least comprises one or more of a webpage interface, a gateway interface, a message queue interface and a remote procedure call interface.
3. The customer service worksheet processing method of claim 1, wherein the creating a worksheet from the service information comprises:
creating general attributes of the work orders to be created according to the service source information, and judging whether the work orders to be created perform custom attribute creation or not according to the service information;
If the to-be-created work order carries out custom attribute creation, creating custom attributes of the to-be-created work order according to the custom field, and judging whether the to-be-created work order carries out custom process creation or not according to the service information;
if the to-be-created work order is subjected to customization flow creation, creating the customization flow of the to-be-created work order according to the customization flow;
and generating a work order according to the general attribute, the custom attribute and/or the custom flow.
4. The customer service work order processing method according to claim 1, wherein the customer service work order processing method further comprises:
when finishing work order business and closing the work order, judging whether the work order carries a return identifier or not;
And if the service request carries the return identifier, sending the processing result corresponding to the completed work order service to the corresponding service party through a preset message queue interface according to the return identifier.
5. The utility model provides a customer service work order processing apparatus which characterized in that, customer service work order processing apparatus includes:
The second creation module is used for acquiring service demand information sent by a service party, creating service source information of a service to be applied according to the service demand information, and judging whether the service to be applied carries out service backhaul or not;
If the service to be applied carries out service feedback, setting a feedback identification of the service to be applied according to the requirement information, and judging whether the service to be applied carries out field customization or not;
If the service to be applied is subjected to field customization, selecting a preset customization field of the service to be applied according to the requirement information, and judging whether the service to be applied is subjected to flow customization or not;
If the service to be applied is subjected to process customization, selecting a preset customization process of the service to be applied according to the requirement information, and storing the service source information, the return identification, the customization field and/or the customization process as work order information of the service to be applied, wherein the work order information comprises the service source information, the customization field and the customization process, and the customization process comprises the creation, the distribution, the processing, the solving, the closing and the rejection of the work order;
The generating module is used for generating service type information of the service to be applied according to the custom field and the custom flow, and generating service information of the work order to be created according to the service source information and the service type information;
the packaging module is used for packaging the service information into a work order creation request and sending the work order creation request to a designated interface;
The analysis module is used for analyzing the work order creation request to obtain the service information of the work order to be created when the work order creation request is received;
The first creating module is used for creating a work order according to the service information, wherein the work order comprises general attributes, custom attributes and/or custom processes of the work order;
The association module is used for determining the service type of the work order according to the general attribute, the customization attribute and/or the customization flow, associating the work order with the corresponding work roles according to the service type, and associating a plurality of work roles with the work order of one service type;
the pushing module is used for pushing the work order to the corresponding customer service end according to the preset association relation between the work roles and the staff, wherein the preset association relation is used for indicating that one work role is associated with a plurality of staff and one staff is associated with a plurality of work roles.
6. Customer service work order processing equipment, characterized in that, customer service work order processing equipment includes: a memory and at least one processor, the memory having instructions stored therein;
The at least one processor invoking the instructions in the memory to cause the customer service work order processing device to perform the customer service work order processing method of any of claims 1-4.
7. A computer readable storage medium having a computer program stored thereon, wherein the computer program when executed by a processor implements the customer service ticket processing method of any of claims 1-4.
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| CN110489198A (en) * | 2019-08-22 | 2019-11-22 | 阿里巴巴集团控股有限公司 | A kind of method and system of worksheet |
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| CN109858724A (en) * | 2018-11-08 | 2019-06-07 | 中国平安财产保险股份有限公司 | Intelligent worker assigning method, apparatus and computer equipment based on data analysis |
| CN110489198A (en) * | 2019-08-22 | 2019-11-22 | 阿里巴巴集团控股有限公司 | A kind of method and system of worksheet |
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