CN113554445A - Problem transfer method, problem transfer system, computer device, and storage medium - Google Patents
Problem transfer method, problem transfer system, computer device, and storage medium Download PDFInfo
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- CN113554445A CN113554445A CN202110832816.0A CN202110832816A CN113554445A CN 113554445 A CN113554445 A CN 113554445A CN 202110832816 A CN202110832816 A CN 202110832816A CN 113554445 A CN113554445 A CN 113554445A
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Abstract
The invention provides a problem transfer method, a problem transfer system, a computer device and a storage medium. The problem circulation method comprises the following steps: acquiring problem information and user attribute information submitted by a client; generating a problem order according to the problem information and the user attribute information, and determining the type of the problem order; and distributing the question orders to different processing terminals according to types. By the problem circulation method, on one hand, a self-reporting function is provided for the user, the user can report the screenshot certificate of the problem, so that the processing timeliness can be improved, on the other hand, the problem can be guaranteed to be reported and then fed back to corresponding processing personnel in time, and the problem processing efficiency is further improved.
Description
Technical Field
The present invention relates to the field of computer technologies, and in particular, to a problem transfer method, a problem transfer system, a computer device, and a storage medium.
Background
With the popularization of information technology, the traditional hotline telephone mode cannot meet the requirement of customer service due to the defects that the problem state cannot be checked in real time, the timeliness is poor and the like.
Disclosure of Invention
The invention aims to at least solve the technical problem of low processing efficiency of the problems in the prior art or the related art.
To this end, one aspect of the present invention is to propose a problem circulation method.
Another aspect of the present invention is to provide a problem flow system.
Yet another aspect of the invention is directed to a computer device.
Yet another aspect of the present invention is to provide a storage medium.
In view of the above, according to an aspect of the present invention, a problem circulation method is provided, including: acquiring problem information and user attribute information submitted by a client; generating a problem order according to the problem information and the user attribute information, and determining the type of the problem order; and distributing the question orders to different processing terminals according to types.
According to the problem circulation method, the problem information and the user attribute information submitted by the client are obtained, the problem order is generated according to the problem information and the user attribute information, the type of the problem order is determined, and the problem order is distributed to different processing terminals according to the type. By the problem circulation method, on one hand, a self-reporting function is provided for the user, the user can report the screenshot certificate of the problem, so that the processing timeliness can be improved, on the other hand, the problem can be guaranteed to be reported and then fed back to corresponding processing personnel in time, and the problem processing efficiency is further improved.
The problem circulation method according to the present invention may further have the following technical features:
in the above technical solution, the question information includes picture information, text information, and identification information of a system to which the question belongs; the user attribute information includes site information and/or job position information.
In the technical scheme, the question information comprises picture information, character information and identification information of a system to which the question belongs. Taking the problem of operation of software as an example, the error prompt during software operation can be submitted as a screenshot certificate, or the working interface during software operation can be submitted as a screenshot certificate, and the identification information of the system where the problem is located is submitted at the same time, so that the server can identify the true location of the problem reason, such as a use problem or a system bug problem, and the problem order flow is transferred to different processing terminals. The user attribute information includes site information and/or job position information. The site information corresponds to different users, for example, the site information includes a plurality of dealer brands, and the job information is job information of the users, such as sales assistance. Therefore, the information of the user can be positioned, and after the problem is processed, the corresponding information can be sent to the user. According to the technical scheme, multiple problem reporting modes are provided, so that a user can transmit more comprehensive and effective contents, the problem is guaranteed to be reported and then fed back to corresponding processing personnel in time, and the problem transferring speed and the problem transferring accuracy are improved.
In any of the above technical solutions, the step of distributing the question orders to different processing terminals according to types specifically includes: distributing the question order to the customer service terminal based on the type as the first type; and distributing the problem order to the research and development terminal based on the type being the second type.
In the technical scheme, when the type of the problem order is a first type, such as a system use type problem, the problem order is distributed to a customer service terminal, and when the type of the problem order is a second type, such as a system bug problem, the problem order is distributed to a research and development terminal. By the technical scheme, the problem can be guaranteed to be reported and then fed back to corresponding processing personnel in time, so that the problem processing speed is increased, and more convenient and efficient service is provided for users.
It is to be understood that the types of the order for the question are not limited to the first type and the second type, nor are the processing terminals limited to the customer service terminal and the development terminal.
In any of the above technical solutions, the step of determining the type of the question order specifically includes: identifying keywords in the question information; judging whether the keywords comprise error reporting information in software operation, if so, determining the type of the problem order as a second type; otherwise, the type of the issue order is determined to be the first type.
In the technical scheme, the type of the problem order is determined to be the second type by identifying the keywords in the problem information and judging that the keywords comprise error reporting information in software operation, the problem order is sent to a research and development terminal, and research and development personnel are notified to process in a message mode. And when the keyword does not comprise error reporting information in software operation, determining the type of the problem order as a first type, sending the problem order to a customer service terminal, and notifying customer service personnel to process in a message mode. According to the technical scheme, on one hand, accuracy of problem circulation is improved, and on the other hand, timely data feedback and transmission can be achieved, so that the problem circulation speed is improved.
In any of the above technical solutions, the problem circulation method further includes: acquiring a processing result of the processing terminal, and updating state information of the problem order according to the processing result; and displaying the question order at the client according to the state information.
In the technical scheme, the processing result of the processing terminal is obtained, including the processing result which is solved, the state information of the problem order is updated according to the obtained processing result, including the processing result which is solved, the problem order is displayed on the client according to the state information, so that a user can check the problem processing state on line in time, and the user can also feed back the problem processing state and the problem processing terminal in time, and the problem processing efficiency is further improved.
In any of the above technical solutions, the state information includes information of a solution and an evaluation to be performed during processing.
In the technical solution, the state information includes, but is not limited to, in-process, resolved, and to-be-evaluated. The invention covers a user evaluation system, namely, the user can evaluate the data dimension and the character dimension aiming at the service in time after the problem processing is finished, thereby promoting the further optimization of the problem processing progress and prompting the corresponding processing personnel to process the problem in time.
In any of the above technical solutions, the problem circulation method further includes: acquiring question order information submitted by a client; matching the question order information with the question orders stored in the data center; displaying the question orders matched with the question order information at the client; wherein the question order information comprises an order number and/or question details.
According to the technical scheme, problem order information submitted by a client side, such as an order number and/or problem details, is obtained, matching is carried out according to the problem order information and a problem order stored in a data center, and the matched problem order is displayed on a client side page, so that a query function is provided for a user, the user can conveniently search a historical order, the existing problem is solved, and unnecessary problem circulation is reduced.
According to another aspect of the present invention, there is provided a question circulation system, including: the acquisition unit is used for acquiring the problem information and the user attribute information submitted by the client; the processing unit is used for generating a question order according to the question information and the user attribute information and determining the type of the question order; and the circulation unit is used for distributing the problem orders to different processing terminals according to types.
The problem circulation system provided by the invention comprises an acquisition unit, a processing unit and a circulation unit. The problem information and the user attribute information are obtained through the obtaining unit, the problem information and the user attribute information are processed through the processing unit to generate a problem order, meanwhile, the type of the problem order is determined, and the problem order is distributed to the processing terminal corresponding to the type through the circulation unit. Through the problem circulation system, on one hand, a self-reporting function is provided for the user, the user can report the screenshot certificate of the problem, so that the processing timeliness can be improved, on the other hand, the problem can be guaranteed to be reported and then fed back to corresponding processing personnel in time, and the problem processing efficiency is further improved.
According to yet another aspect of the present invention, there is provided a computer apparatus comprising: a memory storing a program; and the processor is used for realizing the problem transfer method of any one of the technical schemes when executing the program.
According to the computer device provided by the invention, when the processor executes the program, the steps of the problem circulation method in any one of the above technical schemes are realized, so that the computer device has all the beneficial effects of the problem circulation method in any one of the above technical schemes.
According to still another aspect of the present invention, there is provided a storage medium having a program stored thereon, the program, when executed by a processor, implementing the problem flow method according to any one of the above-mentioned aspects.
The storage medium provided by the present invention, when being executed by a processor, implements the steps of the problem transfer method according to any of the above-mentioned technical solutions, and therefore the storage medium includes all the beneficial effects of the problem transfer method according to any of the above-mentioned technical solutions.
Additional aspects and advantages of the invention will be set forth in part in the description which follows, and in part will be obvious from the description, or may be learned by practice of the invention.
Drawings
The above and/or additional aspects and advantages of the present invention will become apparent and readily appreciated from the following description of the embodiments, taken in conjunction with the accompanying drawings of which:
FIG. 1 is one of the flow diagrams of a problem flow method of one embodiment of the present application;
FIG. 2 is a second flowchart of a problem flow method according to an embodiment of the present application;
FIG. 3 is a third flowchart of a problem flow method according to an embodiment of the present application;
FIG. 4 is a fourth flowchart illustrating a problem flow method according to an embodiment of the present application;
FIG. 5 is a schematic diagram of a problem flow method of one embodiment of the present application;
FIG. 6 is a schematic block diagram of a problem flow system of one embodiment of the present application;
FIG. 7 is a schematic block diagram of a computer device of one embodiment of the present application;
FIG. 8 is one of the client pages of the problem flow system of the present application, in accordance with an embodiment of the present application;
fig. 9 is a second schematic diagram of a client page of the problem flow system according to an embodiment of the present application.
Detailed Description
In order that the above objects, features and advantages of the present invention can be more clearly understood, a more particular description of the invention will be rendered by reference to the appended drawings. It should be noted that the embodiments of the present invention and features of the embodiments may be combined with each other without conflict.
In the following description, numerous specific details are set forth in order to provide a thorough understanding of the present invention, however, the present invention may be practiced in other ways than those specifically described herein, and therefore the scope of the present invention is not limited to the specific embodiments disclosed below.
The first embodiment is as follows:
fig. 1 is a flowchart illustrating a problem flow method according to an embodiment of the present application. The problem circulation method comprises the following steps:
102, acquiring problem information and user attribute information submitted by a client;
and 106, distributing the question orders to different processing terminals according to the types.
According to the problem circulation method provided by the embodiment of the invention, the problem information and the user attribute information submitted by the client are obtained, the problem order is generated according to the problem information and the user attribute information, the type of the problem order is determined, and the problem order is distributed to different processing terminals according to the type. Through the problem circulation method of the embodiment, on one hand, a self-reporting function is provided for the user, the user can report the screenshot certificate of the problem, the processing timeliness can be improved, on the other hand, the problem can be guaranteed to be reported and then fed back to corresponding processing personnel in time, and the problem processing efficiency is further improved.
Example two:
in the above embodiment, the question information includes picture information and/or text information, and identification information of a system to which the question belongs; the user attribute information includes site information and/or job position information.
Specifically, the question information includes picture information, or the picture information and identification information of a system to which the question belongs;
specifically, the question information includes text information, or text information and identification information of a system to which the question belongs;
specifically, the question information includes picture information and text information;
specifically, the question information includes picture information, text information, and identification information of a system to which the question belongs.
In this embodiment, the question information includes picture information, text information, and identification information of a system to which the question belongs. Taking the problem of operation of software as an example, the error prompt during software operation can be submitted as a screenshot certificate, or the working interface during software operation can be submitted as a screenshot certificate, and the identification information of the system where the problem is located is submitted at the same time, so that the server can identify the true location of the problem reason, such as a use problem or a system bug problem, and the problem order flow is transferred to different processing terminals. The user attribute information includes site information and/or job position information. The site information corresponds to different users, for example, the site information includes a plurality of dealer brands, and the job information is job information of the users, such as sales assistance. Therefore, the information of the user can be positioned, and after the problem is processed, the corresponding information can be sent to the user. Through the embodiment of the invention, various problem reporting modes are provided, so that a user can transmit more comprehensive and effective contents, the problem is fed back to corresponding processing personnel in time after the problem is reported, and the problem transferring speed and the problem transferring accuracy are improved.
Example three:
fig. 2 is a second flowchart of a problem circulation method according to an embodiment of the present application. The problem circulation method comprises the following steps:
In this embodiment, the problem order is distributed to the customer service terminal when the type of the problem order is a first type, such as a system usage type problem, and the problem order is distributed to the development terminal when the type of the problem order is a second type, such as a system bug problem. By the embodiment of the invention, the problem can be guaranteed to be reported and then fed back to corresponding processing personnel in time, so that the problem processing speed is increased, and more convenient and efficient service is provided for users.
It is to be understood that the types of the order for the question are not limited to the first type and the second type, nor are the processing terminals limited to the customer service terminal and the development terminal.
Example four:
fig. 3 is a third flowchart of a problem circulation method according to an embodiment of the present application. The problem circulation method comprises the following steps:
In this embodiment, by identifying a keyword in the problem information and determining that the keyword includes error reporting information in software operation, the type of the problem order is determined to be the second type, the problem order is sent to the research and development terminal, and the research and development staff is notified in a message manner to process the problem order. And when the keyword does not comprise error reporting information in software operation, determining the type of the problem order as a first type, sending the problem order to a customer service terminal, and notifying customer service personnel to process in a message mode. Through the embodiment of the invention, on one hand, the accuracy of problem circulation is improved, and on the other hand, the timely data feedback and transmission can be achieved, so that the problem circulation speed is improved.
Example five:
fig. 4 is a fourth flowchart illustrating a problem circulation method according to an embodiment of the present application. The problem circulation method comprises the following steps:
step 402, obtaining problem information and user attribute information submitted by a client;
In the embodiment, by acquiring the processing results of the processing terminals (including the customer service terminal and the research and development terminal), including the processing results and the resolution results, and updating the state information of the problem order accordingly, including the processing results and the resolution results, and displaying the problem order on the client according to the state information, the user can check the problem processing state on line in time, and the user can also get feedback from both sides in time, so that the problem processing efficiency is further improved.
Specifically, the status information includes in-process, resolved, to-be-evaluated.
In this embodiment, the status information includes, but is not limited to, in-process, resolved, to-be-evaluated. The invention covers a user evaluation system, namely, the user can evaluate the data dimension and the character dimension aiming at the service in time after the problem processing is finished, thereby promoting the further optimization of the problem processing progress and prompting the corresponding processing personnel to process the problem in time.
Example six:
FIG. 5 is a schematic diagram of a problem circulation method according to an embodiment of the present application. The problem circulation method comprises the following steps:
at step 506, the question order matching the question order information is displayed at the client.
The question order information comprises an order number and/or order details.
In the embodiment, problem order information submitted by a client, such as an order number and/or problem details, is obtained, matching is performed according to the problem order information and the problem orders stored in the data center, and the matched problem orders are displayed on a client page, so that a query function is provided for a user, the user can conveniently search historical orders, the existing problems are solved, and unnecessary problem circulation is reduced.
Example seven:
FIG. 6 is a schematic block diagram of a problem flow system 600 of one embodiment of the present application. The problem circulation system 600 includes:
an obtaining unit 602, configured to obtain question information and user attribute information submitted by a client;
the processing unit 604 is configured to generate a question order according to the question information and the user attribute information, and determine a type of the question order;
and the circulation unit 606 is used for distributing the question orders to different processing terminals according to types.
The problem circulation system 600 provided by the embodiment of the present invention includes an obtaining unit 602, a processing unit 604, and a circulation unit 606. The problem information and the user attribute information are acquired by the acquisition unit 602, processed by the processing unit 604 to generate a problem order, and the type of the problem order is determined, and the problem order is distributed to the processing terminal corresponding to the type by the circulation unit 606. Through the problem circulation system 600 of this embodiment, on the one hand for the user provides the function of reporting by oneself, the user can report the screenshot voucher of problem, can improve from this and handle the ageing, on the other hand can guarantee that the problem reports the back, in time feeds back to corresponding treatment personnel, has further improved problem handling efficiency.
Example eight:
FIG. 7 is a schematic block diagram of a computer device 700 of one embodiment of the present application. Wherein, this computer equipment 700 includes:
a memory 702, the memory 702 storing a program;
a processor 704, wherein the processor 704 executes a program to implement the problem circulation method according to any one of the above embodiments.
In the computer device 700 provided by the embodiment of the present invention, when the processor 704 executes the program, the steps of the problem circulation method according to any one of the above embodiments are implemented, so that the computer device 700 includes all the beneficial effects of the problem circulation method according to any one of the above embodiments.
Example nine:
according to an embodiment of a further aspect of the present invention, there is provided a storage medium having a program stored thereon, the program, when executed by a processor, implementing the problem flow method of any of the embodiments described above.
The storage medium provided by this embodiment, when being executed by a processor, implements the steps of the problem circulation method according to any of the above embodiments, and therefore the storage medium includes all the benefits of the problem circulation method according to any of the above embodiments.
The specific embodiment is as follows:
fig. 8 is a schematic diagram of a client-side page of the problem transfer system according to an embodiment of the present application, that is, a problem quick declaration interface, in which a user submits his/her own user attribute information through a "switch site" and a "switch position", submits problem information through a "problem system", a "problem picture" and a "problem description", and finally submits the problem information and the user attribute information to a server through a "submit problem" button. The problem picture can upload the error report screenshot of the system, and in the problem description, the problem can be described as detailed as possible, such as which menu/interface, what operation, what problem occurs, what error report information is, the business document number (such as a work order number and an order number), and the like.
Fig. 9 is a second schematic diagram of a client-side page of the question circulation system according to an embodiment of the present application, namely, a question progress query page, in which a user can input question order information including an order number or question content in a query box and submit a query request through a "query" button. The server displays the problem orders on the client according to the state information of the problem orders, wherein the problem orders comprise 'in-process', 'solved' and 'to-be-evaluated', and all the problem orders are displayed under an 'all' key. In this embodiment, the user clicks "in process", and in this process state, there is no problem order.
The problem transfer method, the problem transfer system, the computer device and the storage medium provided by the embodiments of the present invention have the following advantageous technical effects.
1. The prior art generally only establishes problems after a user calls a newspaper, needs more manpower for follow-up and has poor timeliness. The invention provides the user self-reporting function and the on-line checking function based on the WeChat platform, the user can transmit more comprehensive and effective contents by submitting the problem picture, the problem description and the identification information of the system to which the problem belongs, and the on-line checking function can also enable the two parties to be fed back in time, thereby adapting to more functional modules and service scenes.
2. The invention covers a user evaluation system, namely, the user can evaluate the data dimension and the character dimension aiming at the service in time after the problem processing is finished. The differential side promotes further optimization of the problem processing progress and promotes problem processing of corresponding managers.
3. The problem information identification function can accurately identify key information in the problem information, so that the type of a problem order is accurately distinguished, the problem order flow is guaranteed to be transferred to corresponding processing personnel, and the problem transfer speed and accuracy are improved.
In the description herein, the terms "first" and "second" are used for descriptive purposes only and are not to be construed as indicating or implying relative importance unless explicitly stated or limited otherwise; the terms "connected," "mounted," "secured," and the like are to be construed broadly and include, for example, fixed connections, removable connections, or integral connections; may be directly connected or indirectly connected through an intermediate. The specific meanings of the above terms in the present invention can be understood by those skilled in the art according to specific situations.
In the description herein, the description of the terms "one embodiment," "some embodiments," "specific embodiments," etc., means that a particular feature, structure, material, or characteristic described in connection with the embodiment or example is included in at least one embodiment or example of the invention. In this specification, the schematic representations of the terms used above do not necessarily refer to the same embodiment or example. Furthermore, the particular features, structures, materials, or characteristics described may be combined in any suitable manner in any one or more embodiments or examples.
The above description is only a preferred embodiment of the present invention and is not intended to limit the present invention, and various modifications and changes may be made by those skilled in the art. Any modification, equivalent replacement, or improvement made within the spirit and principle of the present invention should be included in the protection scope of the present invention.
Claims (10)
1. A problem circulation method, comprising:
acquiring problem information and user attribute information submitted by a client;
generating a question order according to the question information and the user attribute information, and determining the type of the question order;
and distributing the question orders to different processing terminals according to the types.
2. The question circulation method according to claim 1,
the question information comprises picture information, character information and identification information of a system to which the question belongs;
the user attribute information includes site information and/or job information.
3. The question circulation method according to claim 1, wherein the step of distributing the question orders to different processing terminals according to the types specifically comprises:
based on the type being a first type, distributing the question order to a customer service terminal;
and distributing the problem order to a research and development terminal based on the type is the second type.
4. The question circulation method according to claim 3, wherein the step of determining the type of the question order specifically comprises:
identifying keywords in the question information;
judging whether the keywords comprise error reporting information in software operation, if so, determining the type of the problem order as the second type;
otherwise, determining the type of the question order as the first type.
5. The question circulation method according to any one of claims 1 to 4, characterized by further comprising:
acquiring a processing result of the processing terminal,
updating the state information of the question order according to the processing result;
and displaying the question order at the client according to the state information.
6. The question circulation method according to claim 5,
the state information comprises the information of the processed, solved and evaluated states.
7. The question circulation method according to claim 6, further comprising:
obtaining question order information submitted by the client;
matching the question order information with a question order stored in a data center;
displaying the question orders matched with the question order information on the client;
wherein the issue order information includes an order number and/or issue details.
8. A problem circulation system, comprising:
the acquisition unit is used for acquiring the problem information and the user attribute information submitted by the client;
the processing unit is used for generating a question order according to the question information and the user attribute information and determining the type of the question order;
and the circulation unit is used for distributing the problem orders to different processing terminals according to the types.
9. A computer device, comprising:
a memory storing a program;
a processor that implements the problem circulation method of any one of claims 1 to 7 when executing the program.
10. A storage medium on which a program is stored, the program implementing the question circulation method according to any one of claims 1 to 7 when executed by a processor.
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