CN115965196A

CN115965196A - Work order distribution method and device, storage medium and electronic equipment

Info

Publication number: CN115965196A
Application number: CN202211601181.4A
Authority: CN
Inventors: 于斌; 白宇博; 焦文强; 张宁; 康睿
Original assignee: Beijing Jingdong Zhenshi Information Technology Co Ltd
Current assignee: Beijing Jingdong Zhenshi Information Technology Co Ltd
Priority date: 2022-12-13
Filing date: 2022-12-13
Publication date: 2023-04-14

Abstract

The present disclosure relates to the field of information processing, and in particular, to a work order allocation method and apparatus, a storage medium, and an electronic device. The work order distribution method comprises the following steps: acquiring a work order to be upgraded, and inquiring work order service data of the work order to be upgraded; the work order service data comprises various types of service data; matching the first type of service data in the work order service data with processable service data of each skill group in the skill group list to determine a skill group set capable of processing the work order to be upgraded; determining an upgrading scene of the work order to be upgraded according to the second type of service data in the work order service data, and acquiring an upgrading rule chain corresponding to the upgrading scene; and executing an upgrading rule chain based on the work order service data to perform upgrading matching so as to select a target skill group from the skill group set and distribute the work order to be upgraded to the target skill group. The work order distribution method can improve the efficiency of automatically distributing the work orders to the skill groups.

Description

Work order distribution method and device, storage medium and electronic equipment

Technical Field

The present disclosure relates to the field of information processing, and in particular, to a work order allocation method, a work order allocation apparatus, a storage medium, and an electronic device.

Background

In the field of logistics, due to the wide range of logistics services, different services need to be handled by docking corresponding subdivided service skill sets. In the prior art, when a front-line customer service finds that the service cannot be processed in the service scope after receiving user appeal, the front-line customer service needs to manually upgrade and process the work order of the user according to the service scope so as to distribute the work order to a skill group capable of processing the work order service.

The work order upgrading process needs manual processing, and the labor cost is increased; meanwhile, as the logistics business is developed quickly, the business range is wider, and the efficiency of manually identifying the business range is low and is easy to be wrong.

It is to be noted that the information disclosed in the above background section is only for enhancement of understanding of the background of the present disclosure, and thus may include information that does not constitute prior art known to those of ordinary skill in the art.

Disclosure of Invention

The present disclosure provides a work order allocation method, a work order allocation apparatus, a storage medium, and an electronic device, which are intended to solve the problem of improving efficiency of automatically allocating work orders to skill groups.

Additional features and advantages of the disclosure will be set forth in the detailed description which follows, or in part will be obvious from the description, or may be learned by practice of the disclosure.

According to an aspect of the embodiments of the present disclosure, a work order allocation method is provided, including: acquiring a work order to be upgraded, and inquiring work order service data of the work order to be upgraded; the work order service data comprises various types of service data; matching the first type of service data in the work order service data with processable service data of each skill group in a skill group list to determine a skill group set capable of processing the work order to be upgraded; determining an upgrading scene of the work order to be upgraded according to second type service data in the work order service data, and acquiring an upgrading rule chain corresponding to the upgrading scene; and executing the upgrading rule chain to carry out upgrading matching based on the work order service data so as to select a target skill group from the skill group set and distribute the work order to be upgraded to the target skill group.

According to some embodiments of the present disclosure, based on the foregoing solution, when the first type of business data is upgrade reason data, the determining may process a skill set of the work order to be upgraded, including: and screening out the skill groups capable of processing the upgrade reason data from the skill group list to obtain the skill group set.

According to some embodiments of the present disclosure, based on the foregoing scheme, the determining an upgrade scenario of the work order to be upgraded according to the second type of service data in the work order service data includes: when the second type of service data is upgrade reason data, determining the upgrade scene based on a mapping relation between the pre-configured upgrade reason data and the upgrade scene; or determining the upgrading scene based on the work order type in the work order data when the second type of service data is the work order data.

According to some embodiments of the present disclosure, based on the foregoing solution, the method further comprises: creating a skill set and configuring processable business data of the skill set to obtain the skill set list.

According to some embodiments of the present disclosure, based on the foregoing solution, the method further comprises: the method for pre-arranging the upgrading rule chain corresponding to the upgrading scene comprises the following steps: configuring an upgrading scene of the work order, and creating an upgrading rule of the work order to obtain an upgrading rule pool; and aiming at one upgrading scene, performing rule arrangement based on the upgrading rules in the upgrading rule pool to obtain an upgrading rule chain corresponding to the upgrading scene.

According to some embodiments of the present disclosure, based on the foregoing scheme, the executing the upgrade rule chain for upgrade matching based on the work order service data to select a target skill group from the skill group set includes: determining an upgrade rule with the highest priority as a target upgrade rule based on the upgrade rule chain; judging whether a skill group meeting the target upgrading rule exists according to the work order service data; and if the skill set exists, returning the skill set as the target skill set, and if the skill set does not exist, repeating the steps of determining the target upgrading rule and returning the skill set to determine the target skill set.

According to some embodiments of the present disclosure, based on the foregoing solution, the method further comprises: configuring label information of the work order to be upgraded according to a preset marking rule based on the work order service data; and determining the first type of service data and the second type of service data according to the label information, or executing the upgrading rule chain to carry out upgrading matching.

According to a second aspect of an embodiment of the present disclosure, there is provided a work order distribution apparatus including: the acquisition module is used for acquiring the work order to be upgraded sent by the work order module and inquiring the work order service data of the work order to be upgraded; the work order service data comprises various types of service data; the matching module is used for matching the first type of service data in the work order service data with processable service data of each skill group in the skill group list so as to determine a skill group set capable of processing the work order to be upgraded; the determining module is used for determining an upgrading scene of the work order to be upgraded according to second type service data in the work order service data and acquiring an upgrading rule chain corresponding to the upgrading scene; and the distribution module is used for executing the upgrading rule chain to carry out upgrading matching based on the work order service data so as to select a target skill group from the skill group set and distribute the work order to be upgraded to the target skill group.

According to a third aspect of embodiments of the present disclosure, there is provided a computer-readable storage medium on which a computer program is stored, the program, when executed by a processor, implementing the work order assignment method as in the above embodiments.

According to a fourth aspect of the embodiments of the present disclosure, there is provided an electronic apparatus, including: one or more processors; a storage device for storing one or more programs which, when executed by the one or more processors, cause the one or more processors to implement the work order assignment method as in the above embodiments.

Exemplary embodiments of the present disclosure may have some or all of the following benefits:

in the technical solutions provided in some embodiments of the present disclosure, after a work order to be upgraded is obtained, the work order service data of the work order is queried, on one hand, a skill set capable of processing the work order is obtained by performing a first screening on the skill set by using a first type of service data, so that a matching range of the skill set is reduced, and a distribution speed of the work order is increased; on the other hand, the upgrading scene is determined through the second type of service data, a specific upgrading rule chain is obtained and used for refining and determining a target skill set for processing the work order, the skill set capable of processing the work order can be automatically selected according to the preset upgrading scene, and compared with manual identification, the efficiency of work order distribution can be improved, the labor cost is reduced, and cost and efficiency are reduced.

It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the disclosure.

Drawings

The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present disclosure and together with the description, serve to explain the principles of the disclosure. It is to be understood that the drawings in the following description are merely exemplary of the disclosure, and that other drawings may be derived from those drawings by one of ordinary skill in the art without the exercise of inventive faculty. In the drawings:

FIG. 1 schematically illustrates a flow diagram of a work order assignment method in an exemplary embodiment of the present disclosure;

FIG. 2 is a schematic flow chart diagram illustrating a method for creating an escalation work order message queue in an exemplary embodiment of the disclosure;

FIG. 3 schematically illustrates a flow diagram in which a configuration skill set may process business data in an exemplary embodiment of the disclosure;

FIG. 4 is a schematic diagram illustrating an upgrade rule chain corresponding to each upgrade scenario in an exemplary embodiment of the disclosure;

FIG. 5 is a schematic flow chart diagram illustrating a work order upgrade matching method in an exemplary embodiment of the present disclosure;

FIG. 6 schematically illustrates a system block diagram of a work order distribution system in an exemplary embodiment of the present disclosure;

FIG. 7 schematically illustrates a schematic diagram of a work order distribution apparatus in an exemplary embodiment of the present disclosure;

FIG. 8 schematically illustrates a schematic diagram of a computer-readable storage medium in an exemplary embodiment of the disclosure;

fig. 9 schematically shows a structural diagram of a computer system of an electronic device in an exemplary embodiment of the disclosure.

Detailed Description

Example embodiments will now be described more fully with reference to the accompanying drawings. Example embodiments may, however, be embodied in many different forms and should not be construed as limited to the examples set forth herein; rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the concept of example embodiments to those skilled in the art.

Furthermore, the described features, structures, or characteristics may be combined in any suitable manner in one or more embodiments. In the following description, numerous specific details are provided to give a thorough understanding of embodiments of the disclosure. One skilled in the relevant art will recognize, however, that the embodiments of the disclosure can be practiced without one or more of the specific details, or with other methods, components, devices, steps, and the like. In other instances, well-known methods, devices, implementations, or operations have not been shown or described in detail to avoid obscuring aspects of the disclosure.

The block diagrams shown in the figures are functional entities only and do not necessarily correspond to physically separate entities. I.e. these functional entities may be implemented in the form of software, or in one or more hardware modules or integrated circuits, or in different networks and/or processor means and/or microcontroller means.

The flowcharts shown in the figures are illustrative only and do not necessarily include all of the contents and operations/steps, nor do they necessarily have to be performed in the order described. For example, some operations/steps may be decomposed, and some operations/steps may be combined or partially combined, so that the actual execution sequence may be changed according to the actual situation.

In the existing logistics scene, after a first-line customer service receives a customer appeal, the first-line customer service cannot process the customer appeal in the service scope, and the corresponding second-line service customer service needs to be upgraded to follow up the process. When the system is executed, the first-line customer service upgrades all work orders to a first-line dispatcher, the first-line dispatcher distributes the work orders to a second-line dispatcher according to a service range, and finally the second-line dispatcher distributes the work orders to a second-line skill group for processing the work orders.

Based on the mode, the manual processing of a second-line dispatcher is needed in the work order upgrading process, a dispatcher post needs to be set, the labor cost is increased, in addition, the manual identification of the service range is extremely low in efficiency and prone to errors, and the requirement on the service knowledge of the dispatcher is high.

Therefore, the present disclosure provides a work order allocation method, which can determine a corresponding service scene range according to the information of the work order, and automatically and efficiently allocate the work order to be upgraded to a corresponding target skill set, so that the target skill set processes the work order.

Details of implementation of the technical solution of the embodiments of the present disclosure are set forth below.

Fig. 1 schematically illustrates a flow chart of a work order assignment method in an exemplary embodiment of the present disclosure. As shown in fig. 1, the work order allocation method includes steps S101 to S104:

step S101, acquiring a work order to be upgraded, and inquiring work order service data of the work order to be upgraded; the work order service data comprises various types of service data;

step S102, matching the first type of service data in the work order service data with processable service data of each skill group in a skill group list to determine a skill group set capable of processing the work order to be upgraded; and

step S103, determining an upgrading scene of the work order to be upgraded according to second type service data in the work order service data, and acquiring an upgrading rule chain corresponding to the upgrading scene;

and step S104, executing the upgrading rule chain to carry out upgrading matching based on the work order service data so as to select a target skill group from the skill group set and distribute the work order to be upgraded to the target skill group.

In the technical solutions provided by some embodiments of the present disclosure, after a work order to be upgraded is obtained, the work order service data of the work order is queried, on one hand, a skill set capable of processing the work order is obtained by performing a first screening on the skill set by using the first type of service data, so that the matching range of the skill set is reduced, and the distribution speed of the work order is accelerated; on the other hand, the upgrading scene is determined through the second type of service data, a specific upgrading rule chain is obtained and used for refining and determining a target skill set for processing the work order, the skill set capable of processing the work order can be automatically selected according to the preset upgrading scene, and compared with manual identification, the efficiency of work order distribution can be improved, the labor cost is reduced, and cost and efficiency are reduced.

Hereinafter, each step of the work order assignment method in the present exemplary embodiment will be described in more detail with reference to the drawings and examples.

In step S101, a work order to be upgraded is obtained, and work order service data of the work order to be upgraded is inquired; the work order service data comprises various types of service data.

In one embodiment of the present disclosure, the work order to be upgraded refers to a work order that requires matching skill sets. The work order to be upgraded can be obtained by reading an upgrade work order Message queue MQ (Message Queuing). Therefore, before step S101, an upgrade work order message queue MQ needs to be created.

FIG. 2 is a flow diagram schematically illustrating a method for creating an upgrade work order message queue in an exemplary embodiment of the disclosure. Referring to fig. 2, before step S101, creating an upgrade work order message queue includes the steps of:

step S201, a front line customer service configures an upgrade reason for a work order to create an upgrade work order;

step S202, checking the upgrade work order, for example, whether a repeated upgrade work order exists, whether the service data related to the work order is complete, and the like;

step S203, after the verification is passed, the upgrade work order is inserted into an upgrade work order Database DB (Database) for information tracing;

step S204, simultaneously creating an upgrade work order Message queue MQ (Message Queuing) for the skill group assignment of the work order.

Specifically, in actual operation, when a front-line customer service processes a work order needing to be upgraded, a specific upgrading reason can be selected in a work order processing system of a terminal, after an 'upgrading' button is clicked, the terminal sends an upgrading request of the work order to a server, and after the server receives the upgrading request, the state of the work order and related data are inserted into an upgrading work order database DB for information tracing after the state of the work order and the related data are checked to be correct; in addition, an upgrade work order message queue MQ can be created for skill group allocation of the work order, and the upgrade work order message queue MQ can be read to be obtained.

It should be noted that step S203 and step S204 may be performed simultaneously, or may have a sequential execution order, and the disclosure is not limited in detail herein.

In step S101, after the work order to be upgraded is acquired, the work order service data of the work order is queried. Specifically, after the work order to be upgraded is obtained, the skill set allocation process is started, at this time, the state of the work order to be upgraded in the upgrade work order database DB needs to be updated to "matching", and then the work order service data of the upgrade work order is queried.

The work order service data comprises various types of service data. Such as order data, waybill data, work order data, reasons for upgrade, merchant information, product line information, and the like.

For example, the order data represents the order situation of the user, such as commodity information, order quantity, order amount, or whether the order is a global purchase order; the waybill information is the waybill condition of the order of the distribution user, such as whether the waybill information of a sender and a receiver corresponding to the waybill for distributing the order is a cold chain waybill, whether the waybill is a large piece, a medium-sized piece, a small piece, a spare piece or an after-sale waybill, whether the waybill is a self-operation or three-party waybill, whether the waybill is a personal or a merchant waybill, whether the waybill is a monthly or current result, whether the waybill is an agricultural special channel waybill, and the like; the work order data is attribute information of the work order, and can be, for example, whether the work order is an overtime work order or an abnormal work order; the reason for upgrading is the reason that the work order needs to be upgraded, and can be determined by the reason for upgrading filled in by the front line customer service in the work order database DB. For example, the upgrade reason may be a merchant-customer unity, an overtime work order or an abnormal work order; the merchant information is the merchant name, merchant grade, merchant channel and the like corresponding to the work order; product line information is for example express, courier, major possession or warehouse.

In step S102, the first type of business data in the work order business data is matched with processable business data of each skill group in the skill group list, so as to determine a skill group set capable of processing the work order to be upgraded.

In one embodiment of the present disclosure, a plurality of skill sets are configured in advance, each for processing work orders of different business scopes. Therefore, before step S102, the method further comprises: creating a skill set and configuring processable business data of the skill set to obtain the skill set list.

Specifically, the skill set is a task set preset for processing work orders of different business scopes. As logistics business grows, the skill set needs to support flexible enablement, i.e., the configuration can handle business data.

FIG. 3 schematically illustrates a flow diagram for a configuration skill set to process business data in an exemplary embodiment of the disclosure. Referring to FIG. 3, the types of processable business data may be configured in order to complete the creation of the skill set.

Step S301, selecting a supported upgrade reason, namely a work order of which the skill set can process the upgrade reason, wherein the upgrade reason can be a merchant and customer integration, an overtime work order and an abnormal work order; step S302, selecting a supported product line, namely, a work order of which product line the skill group can process, wherein the product line comprises express delivery, large articles and warehousing; step S303, selecting a supported area, for example, supporting processing of work orders in northeast, northwest, china, north China, southwest and the like; step S304, selecting the grade of the supporting merchant; step S305, selecting a channel supporting merchants; step S306, selecting whether to support processing of the abnormal work order, wherein the step S comprises yes or no; step S307, selecting whether to support processing of the overtime work order, wherein the step comprises yes or no; step S308, selecting self-supporting or self-distributing bill; step S309, whether it is a bottom pocketing skill group.

The configured processable service data of each skill group can be stored in a skill group database DB for maintenance, because the query quantity is large, redis stores skill group cache data, the skill group configuration in Redis is queried when a work order is allocated to the skill group, the Redis cache time is 10 minutes, and the DB skill group configuration is cached in Redis again after the Redis configuration is invalid.

In an embodiment of the present disclosure, in step S102, a skill set may be first screened by using a certain type of business data in the work order business data, so as to reduce a range of a subsequently accurately matched skill set and accelerate work order distribution efficiency.

Therefore, when the first type of business data is upgrade reason data, the determining may process the skill set of the work order to be upgraded, including: and screening out the skill groups capable of processing the upgrade reason data from the skill group list to obtain the skill group set.

Specifically, after the upgrade reason of the work order to be upgraded is queried, the skill set supporting processing of the upgrade reason may be screened out to obtain a skill set, and all the skill sets in the skill set may process the work order to be upgraded for the upgrade reason.

Of course, those skilled in the art will appreciate that the skill set may be selected for the first time based on other business data of the work order to be upgraded in addition to the upgrade reason data. After the first type of service data is configured properly, the range of the skill group for fine matching can be greatly reduced, and the distribution efficiency of matching the work order to the skill group is further improved.

Step S103, determining an upgrading scene of the work order to be upgraded according to second type service data in the work order service data, and acquiring an upgrading rule chain corresponding to the upgrading scene.

In an embodiment of the present disclosure, for preparation of subsequent skill set fine matching, an upgrade scenario corresponding to the work order to be upgraded needs to be predetermined, and an upgrade rule chain used for upgrading is further determined.

Therefore, before step S103, the method further comprises: the method for editing the upgrading rule chain corresponding to the upgrading scene in advance specifically comprises the following steps: configuring an upgrading scene of the work order, and creating an upgrading rule of the work order to obtain an upgrading rule pool; and aiming at one upgrading scene, performing rule arrangement based on the upgrading rules in the upgrading rule pool to obtain an upgrading rule chain corresponding to the upgrading scene.

The upgrading scene is preset according to the upgrading requirement of the service. For example, according to the existing logistics service range, the upgrade scenario may be divided into an overtime handling scenario, an exception handling scenario, a business-customer integrated scenario, and a general scenario.

After the upgrade scenario is configured, an upgrade rule chain corresponding to the upgrade scenario needs to be arranged. Specifically, as the work order upgrading has more influenced rules, the basic upgrading rules can be maintained through easy rules to construct an upgrading rule pool. Supportable upgrade rules such as:

merchant channel rules: upgrading and maintaining the skill set corresponding to the merchant channel according to different channels of the merchant, such as self-operation, KA and the like;

merchant level rules: upgrading and maintaining the skill groups corresponding to the merchant levels according to different service levels of merchants, such as S +, S, A and the like;

service area rules: according to the work order generation area (collecting area and dispatching area), upgrading and maintaining the skill group of the corresponding area;

rule is urged to dispatch overtime: carrying out overtime order hastening on the class of work orders, and upgrading, maintaining and processing the special skill group of the overtime work order;

the upgrading rule of the agricultural special channel is as follows: upgrading the technical groups of the signing place and the delivery place according to the self-operation and distribution list by the agricultural product special guarantee work order;

global buying rules: global purchase work order, upgrading delivery place skill set;

service area rules: upgrading to different area customer service skill groups according to work orders in different areas;

the product layering rules are as follows: upgrading a corresponding product line skill group according to a product line (large-size, express and express) to which the work order belongs;

bottom-holding rule: all the businesses of the work order are not matched, and the upgrade pocket bottom skill set is subjected to secondary distinguishing.

Of course, other upgrade rules may be devised, and this disclosure is not intended to be exhaustive.

Under each upgrading scene, the upgrading rules are properly arranged to obtain an upgrading rule chain under the upgrading scene. Fig. 4 schematically illustrates a schematic diagram of an upgrade rule chain corresponding to each upgrade scenario in an exemplary embodiment of the present disclosure. Taking the above-mentioned timeout processing scenario, exception processing scenario, merchant-customer integrated scenario, and general scenario as examples, a specific upgrade rule chain is shown in fig. 4, that is:

under an overtime processing scene, the work order upgrading is executed according to the sequence of an overtime dispatching rule, a self-operation and distribution order rule, a product layering rule and a bottom pocket rule;

in an exception handling scene, the work order upgrading is executed according to the sequence of an exception handling rule, a self-management and distribution order rule, a product layering rule and a bottom-pocket rule;

under the integrated scene of the merchant and the customer, the work order upgrading is executed according to the sequence of the upgrading rule of the agricultural special channel, the global purchasing rule, the product layering rule and the bottom-binding rule;

under a general scene, the work order upgrading is executed according to the sequence of a merchant level rule, a merchant channel rule, a service area rule, a product layering rule and a bottom pocket rule;

next, in step S103, the corresponding upgrade scenario needs to be first matched according to the work order service data of the work order to be upgraded, and then the upgrade rule chain corresponding to the upgrade scenario may be queried.

Specifically, the determining the upgrade scenario of the work order to be upgraded according to the second type of service data in the work order service data includes: when the second type of service data is upgrade reason data, determining the upgrade scene based on a mapping relation between the pre-configured upgrade reason data and the upgrade scene; or determining the upgrading scene based on the work order type in the work order data when the second type of service data is the work order data.

As can be seen from the above, when determining the upgrade scenario, the determination may be made according to different service data.

Taking the second type of service data as the upgrade reason data as an example, the upgrade scenario is matched according to the mapping relationship between the upgrade reason and the upgrade scenario. For example, the reason for the first-line customer service to fill in the work order to be upgraded is 'merchant-customer integrated', and the reason for the upgrade according to 'merchant-customer integrated' can be mapped to 'merchant-customer integrated scene'. If the upgrading reason of the work order to be upgraded is 'recipient information loss', the work order can be mapped to a 'universal scene'.

In addition, the second type of service data may also be work order data, that is, an upgrade scenario is determined according to information of a work order. For example, the work order data includes the condition of whether the order is an overtime work order or an abnormal work order, and the like, if the order is the overtime work order, the overtime work order can be matched to the overtime processing scene, if the order is the abnormal work order, the abnormal processing scene can be matched, and if the order is not the abnormal processing scene, the general scene can be matched.

Considering that the upgrade reason is manual filling in actual operation and abnormal conditions may exist, the upgrade scenario can be determined according to the different second type service data, the matching success rate can be improved, not only can the upgrade scenario be matched according to different methods, and finally the matching result is verified, if the results are consistent, the upgrade scenario is determined to be correct, the subsequent process is started, if the results are inconsistent, error can be reported, and then steps of re-matching or manual verification and the like are started, so that the correct rate of information matching is improved.

After the upgrade scene of the work order to be upgraded is obtained through matching, an upgrade rule chain corresponding to the upgrade scene can be obtained and used for determining a target skill set of the subsequent work order to be upgraded.

In step S104, the upgrade rule chain is executed based on the work order service data to perform upgrade matching, so as to select a target skill group from the skill group set, and allocate the work order to be upgraded to the target skill group.

Specifically, the upgrade rule chain is an upgrade rule with a sequential chain type compiled in sequence, and the upgrade rule chain needs to be sequentially executed according to the sequence in the execution process to determine the target skill set.

Therefore, the executing the upgrade rule chain for upgrade matching based on the work order service data to select a target skill group from the skill group set includes: determining an upgrade rule with the highest priority as a target upgrade rule based on the upgrade rule chain; judging whether a skill group meeting the target upgrading rule exists according to the work order service data; and if the target skill set exists, returning the skill set as the target skill set, and if the target skill set does not exist, repeating the steps of determining the target upgrading rule and returning the skill set to determine the target skill set.

Firstly, determining an upgrade rule with the highest priority in an upgrade rule chain, namely the upgrade rule of the first order, executing the rule, namely, whether a target skill group can be matched is determined by using the work order service data of the work order to be upgraded, if the target skill group can be matched, directly returning to the skill group, and if the target skill group cannot be matched, executing the upgrade rules of the next priority in sequence, and completing the upgrade rules in sequence according to the sequence until a target skill group is finally determined. Because the bottom-pocket rule is set finally when the upgrade rule chain is arranged, if the target skill group is not matched after the previous upgrade rule is executed, one bottom-pocket skill group can be returned to be used as the target skill group of the work order to be upgraded.

When each upgrade rule is executed, the skill set is selected according to the work order service data of the upgrade work order, and in the process, an important factor, namely an upgrade area, needs to be considered, namely the skill set in the corresponding area needs to be selected. Therefore, the corresponding upgrading area needs to be matched according to the work order service data, and then the skill set is selected according to the work order service data and the upgrading area.

For example, if the work order service data in the work order to be upgraded includes [ merchant ] and [ month end ] and the product line is [ express ], matching the upgrade area according to the contract signing area of the merchant is [ north China ], then executing the product line rule, inquiring a skill group for maintaining the north China area [ express product line ], if the skill group is found, returning to the skill group, and if the skill group is not found, continuing to execute the subsequent process.

In one embodiment of the present disclosure, the method further comprises: configuring label information of the work order to be upgraded according to a preset marking rule based on the work order service data; and determining the first type of service data and the second type of service data according to the label information, or executing the upgrading rule chain to carry out upgrading matching.

Specifically, in order to facilitate processing of the work order service data of the work order to be upgraded, data marking can be performed after the work order service data is inquired, the work order service data is preprocessed into standardized label information, then unified processing is performed according to the preprocessed label information, and therefore modularization and standardization processing of information are facilitated.

For example, the work order service information of the work order to be upgraded can be represented in the form of whether an agricultural business is available, whether a cold chain is available, whether an order is purchased globally, whether an order is invoiced overtime or not, whether an abnormal work order is available or not, whether the service attribute configuration label of the work order is a person or business, a month or a current knot, express or express, and the like, or a combination of labels, such as a personal hash, a personal express, a large outsider, a large self-service, a POP order month knot, a POP order hash, a express month or a express month knot, and the like.

For example, the result of the marking process performed in a unified manner according to the work order service data of the work order to be upgraded may be: whether or not to cool chain: if not; [ Large, medium and small pieces, spare parts ]: a large piece; [ SELF-CONSTRUCTION OR TRIANGLE ]: three parties; [ individual or business ]: a merchant; [ monthly knot or now knot ]: carrying out moon formation; whether the agricultural special channel is delivered bills or not is as follows: is that; whether to purchase an order globally: if not; [ whether to summate for an invoice ] is: if not; [ abnormal work order ] or not: if not; (product line): and (6) express delivery. Therefore, the work order service data of the work order to be upgraded can be represented by a character string with a fixed length, and the character string at a certain position represents certain corresponding information.

Fig. 5 schematically illustrates a flowchart of a work order upgrade matching method in an exemplary embodiment of the present disclosure. Referring to FIG. 5, the specific process for the work order to upgrade the matching skill set is as follows:

step S501, reading an upgrade work order message queue MQ; step S502, the state of the work order to be upgraded in the upgrade work order database DB is updated to be 'matching'; executing S503 query work order service data for each work order to be upgraded;

after the work order service data is obtained, on one hand, step S504 is executed, and the upgrading reason of the work order to be upgraded is inquired; and then S505 is executed, all processable skill groups are screened by utilizing the upgrading reasons to obtain a skill group set, in order to guarantee the query efficiency, all processable skill group configurations in Redis can be queried, and after the Redis cache is invalid, the configurations in the Redis cache are refreshed through the configurations in the skill group database DB for query.

On the other hand, step S506 is executed to read the easy rule upgrade rule; step S507, marking is carried out based on the work order service data; step S508, matching an upgrading scene; step S509, matching the upgrade area; step S510, obtaining an upgrading rule chain;

after the skill set and the upgrade rule chain are obtained, step S511 is executed, namely, the work order is upgraded, the upgrade rule chain is executed according to the processable service data of the skill set and the service data of the work order to be upgraded to calculate and match, and a target skill set capable of processing the work order to be upgraded is determined; step S512, the state of the work order to be upgraded in the upgrade work order database DB is updated to be 'matching completion'; step S513, updating the skill group of the work order to be upgraded; step S514, establishing an upgrade work order log message queue MQ in the upgrade matching process; step S515, writing the upgrading process into an Elasticissearch log; step S516, an Elasticissearch log query function is provided, and information tracing can be further performed in the upgrading process.

Based on the method, the work order to be upgraded can be matched with the skill set supporting the service scene of the work order through various service conditions, no personnel participates in the upgrading process, and the method is efficient and visual. With the development of the logistics service, the expansion of a service scene can be flexibly supported, and the method provides guarantee for customer service personnel to rapidly access to a new expansion service, reduces cost and improves efficiency.

Fig. 6 schematically illustrates a system structure diagram of a work order distribution system in an exemplary embodiment of the present disclosure, where the work order distribution method is respectively executed by using each module in the work order distribution system, and the work order distribution method includes a work order upgrading module 601, a skill group maintenance module 602, a work order service database 603, a work order service marking module 604, an automatic upgrade calculation module 605, an automatic upgrade rule pool 606, and an automatic upgrade rule maintenance module 607, and relationships between the modules are shown in fig. 6.

The work order upgrading module 601 is used for a front-line customer service to fill in the upgrading reason of the work order so as to create a work order upgrading MQ queue as the input of the automatic upgrading calculation module 604;

the skill group maintenance module 602 is used for creating a skill group and configuring business data which can be processed by the skill group; creating a skill set DB for screening skill sets in the automatic upgrade calculation module 604;

the work order service database 603 is used for managing service data of the work order, such as service data of waybill information, merchant information, product line information, order information and the like;

the work order service marking module 604 is configured to mark according to the service data of the work order and according to a marking rule, so as to configure label information for the work order;

the automatic upgrade calculation module 605 is configured to upgrade the MQ queue according to the work order sent by the work order upgrade module 601, and sequentially allocate a corresponding skill group to each work order to be upgraded;

the automatic upgrade rule pool 606 is used to maintain configured upgrade rules;

the automatic upgrade rule maintenance module 607 is configured to invoke the automatic upgrade rule pool 606 to construct an upgrade rule chain corresponding to different upgrade scenarios.

Next, the process of work order assignment will be described in detail with reference to specific application scenarios. In one embodiment of the present disclosure:

step 1, a first-line customer service selects an upgrading reason (merchant and customer integration);

step 2, inquiring the work order service data of the work order to be upgraded, comprising the following steps: (1) waybill data: waybill identification ([ whether cold chain, [ big piece, medium piece, spare piece ], [ self or three party ], [ person or business ], [ month or present ] and [ whether agricultural special channel waybill ]), addressee information (phone, name, address), and addressee information (phone, name, address); (2) order data: [ merchandise information ], [ order quantity ], [ order amount ], and an order identifier [ global shopping or not ]; (3) Work order data (whether overtime work order exists or not) and (whether abnormal work order exists or not); (4) upgrade reason: [ Merchant-customer integration ]; (5) merchant information: merchant name, merchant contact, merchant level; (6) product line information: express delivery, large piece, and loose note; (7) Large freight notes (license plate number, tray) (only in large scenes); and (8) taking the piece after sale (the piece after sale is available).

Step 3, reading marking rules in the system, wherein easy rules are open source rule engines;

step 4, marking the work order service data read in the step 2 according to the marking rule read in the step 2 to obtain a marking result: whether or not to cool chain: no, [ Large, medium, small, spare part ]: major, self-camping or three-party: three parties, [ individuals or merchants ]: merchant, [ month or present ] at the end: monthly statement [ whether agricultural special channel waybill or not ]: is, [ whether to buy globally ]: no, [ whether or not time out is urging to invoice ]: no, [ abnormal work order ]: no, [ product line ]: express delivery;

step 5, matching an upgrading scene: the upgrade reasons (integration of merchants and customers) are directly matched with scenes (integration of merchants and customers);

step 6, matching an upgrading area: marking the worksheet into a line (merchants) and a month (month), and matching an upgrading area according to the information of the merchants into a signing area (northwest);

step 7, matching automatic rule upgrading, wherein 4 rules matched under the scene of the merchant and customer integration are the (farmer upgrading rule), the (global purchasing rule), the (product layering rule) and the (bottom-pocketing rule);

step 8, executing an upgrading rule: (1) [ AGRIT UPGRADING RULE ], the worksheet belongs to the worksheet of the agricultural special channel, the agricultural skill set under the northwest is searched, if the technical skill set is found to be directly upgraded, and if the technical skill set is not found, the rule is continuously executed; (2) (global purchase rule), the work order does not belong to a global purchase order, the rule is not executed; (3) [ product line rules ]: inquiring a skill group for maintaining an express product line in a northwest area, if the skill group is found, returning to the skill group, and if the skill group is not found, continuing to execute the process; (4) The process is executed to update the bottom-pocketed skill set in northwest region.

And 9, updating the work order state and writing an upgrade log.

In another embodiment of the present disclosure:

step 1, a front-line customer service selects an upgrading reason as [ abnormal work order ];

step 2, inquiring the work order service data of the work order to be upgraded, comprising the following steps: (1) waybill data: waybill identification ([ whether cold chain, [ big piece, medium piece, spare piece ], [ self or three party ], [ person or business ], [ month or present ] and [ whether agricultural special channel waybill ]), addressee information (phone, name, address), and addressee information (phone, name, address); (2) order data: [ merchandise information ], [ order quantity ], [ order amount ], [ order identification [ global purchase or not ]; (3) Work order data (whether overtime work order exists or not) and (whether abnormal work order exists or not); (4) upgrade reason: [ ABNORMAL WORKPIECE ]; (5) merchant information: merchant name, merchant contact, merchant level; (6) product line information: express delivery, large piece, and loose note; (7) Large freight note (license plate number, pallet) (only in large scene); and (8) taking the piece after sale (the piece after sale is available).

step 4, marking the work order service data read in the step 2 according to the marking rule read in the step 2 to obtain a marking result: whether the chain is cold or not: no, [ large, medium and small pieces, spare part ]: medium and small pieces, [ self-service or three parties ]: from party, [ person or business ]: merchant, [ month or day ] at: monthly statement [ whether agricultural special channel waybill or not ]: no, [ whether purchased globally ]: yes, [ whether or not time out to order ]: no, [ abnormal work order ]: is, [ product line ]: express delivery;

step 5, matching an upgrading scene: the upgrade reason (abnormal work order) is directly matched with (abnormal processing) scenes;

step 6, matching an upgrading area: marking the worksheet into a line (merchants) and a month (month), and matching an upgrading area according to the information of the merchants to a signing area (North China);

step 7, matching automatic rules for upgrading, wherein 4 rules matched in the scene of (exception handling) are (exception handling rule), (self-management and waybill rule), (product layering rule) and (bottom-binding rule);

step 8, executing an upgrading rule: (1) [ ABNORMALITY PROCESSING RULES ], the worksheet belongs to an ABNORMALITY REPORT worksheet, a skill group for maintaining ABNORMALITY processing in North China is searched, if the skill group is found to be directly upgraded, and if the skill group is not found, the rule is continuously executed; (2) (self-operation and self-distribution order rule), wherein the work order belongs to a self-operation order, a skill set for processing the self-operation order in North China is searched, if the skill set is found to be directly upgraded, and if the skill set is not found, the rule is continuously executed; (3) [ product line rules ]: and inquiring and maintaining a skill group of the northwest area (express product line), and if the skill group is found, returning to the skill group. If not, continuing to execute the flow; (4) The process is executed to carry out upgrading on the bottom skill set and the bottom skill set in the north China area.

And 9, updating the work order state and writing an upgrade log.

Fig. 7 schematically illustrates a composition diagram of a work order distribution apparatus in an exemplary embodiment of the disclosure, and as shown in fig. 7, the work order distribution apparatus 700 may include an obtaining module 701, a matching module 702, a determining module 703, and a distributing module 704. Wherein:

the acquiring module 701 is used for acquiring the work order to be upgraded sent by the work order module and inquiring the work order service data of the work order to be upgraded; the work order service data comprises various types of service data;

a matching module 702, configured to match service data of a first type in the work order service data with processable service data of each skill group in a skill group list, so as to determine a skill group set capable of processing the work order to be upgraded; and

a determining module 703, configured to determine an upgrade scenario of the work order to be upgraded according to second type service data in the work order service data, and obtain an upgrade rule chain corresponding to the upgrade scenario;

and the distribution module 704 is configured to execute the upgrade rule chain for upgrade matching based on the work order service data, so as to select a target skill group from the skill group set, and distribute the work order to be upgraded to the target skill group.

According to an exemplary embodiment of the disclosure, the matching module 702 is configured to, when the first type of business data is upgrade reason data, screen out a skill set that can process the upgrade reason data from the skill set list to obtain the skill set.

According to an exemplary embodiment of the present disclosure, the determining module 703 is configured to determine, when the second type of service data is upgrade reason data, the upgrade scenario based on a mapping relationship between pre-configured upgrade reason data and the upgrade scenario; or determining the upgrading scene based on the work order type in the work order data when the second type of service data is the work order data.

According to an exemplary embodiment of the present disclosure, the work order assignment apparatus 700 may further include a skill set module for creating a skill set and configuring processable business data of the skill set to obtain the skill set list.

According to an exemplary embodiment of the present disclosure, the work order distribution apparatus 700 may further include a rule chain module, configured to pre-program an upgrade rule chain corresponding to an upgrade scenario, including: configuring an upgrading scene of the work order, and creating an upgrading rule of the work order to obtain an upgrading rule pool; and aiming at one upgrading scene, performing rule arrangement based on the upgrading rules in the upgrading rule pool to obtain an upgrading rule chain corresponding to the upgrading scene.

According to an exemplary embodiment of the present disclosure, the allocating module 704 is configured to determine a highest priority upgrade rule as a target upgrade rule based on the upgrade rule chain; judging whether a skill group meeting the target upgrading rule exists according to the work order service data; and if the target skill set exists, returning the skill set as the target skill set, and if the target skill set does not exist, repeating the steps of determining the target upgrading rule and returning the skill set to determine the target skill set.

According to an exemplary embodiment of the present disclosure, the work order distributing device 700 may further include a marking module, configured to configure the label information of the work order to be upgraded according to a preset marking rule based on the work order service data; and determining the first type of service data and the second type of service data according to the label information, or executing the upgrading rule chain to carry out upgrading matching.

The details of each module in the work order distribution apparatus 700 are described in detail in the corresponding work order distribution method, and therefore are not described herein again.

It should be noted that although in the above detailed description several modules or units of the device for action execution are mentioned, such a division is not mandatory. Indeed, the features and functionality of two or more modules or units described above may be embodied in one module or unit, according to embodiments of the present disclosure. Conversely, the features and functions of one module or unit described above may be further divided into embodiments by a plurality of modules or units.

In an exemplary embodiment of the present disclosure, there is also provided a storage medium capable of implementing the above-described method. Fig. 8 schematically illustrates a schematic diagram of a computer-readable storage medium in an exemplary embodiment of the disclosure, and as shown in fig. 8, a program product 800 for implementing the above method according to an embodiment of the disclosure is described, which may employ a portable compact disc read only memory (CD-ROM) and include program code, and may be run on a terminal device, such as a mobile phone. However, the program product of the present disclosure is not so limited, and in this document, a readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.

In an exemplary embodiment of the present disclosure, an electronic device capable of implementing the above method is also provided. Fig. 9 schematically shows a structural diagram of a computer system of an electronic device in an exemplary embodiment of the disclosure.

It should be noted that the computer system 900 of the electronic device shown in fig. 9 is only an example, and should not bring any limitation to the functions and the scope of the application of the embodiments of the present disclosure.

As shown in fig. 9, a computer system 900 includes a Central Processing Unit (CPU) 901 that can perform various appropriate actions and processes in accordance with a program stored in a Read-Only Memory (ROM) 902 or a program loaded from a storage section 908 into a Random Access Memory (RAM) 903. In the RAM 903, various programs and data necessary for system operation are also stored. The CPU 901, ROM902, and RAM 903 are connected to each other via a bus 904. An Input/Output (I/O) interface 905 is also connected to bus 904.

The following components are connected to the I/O interface 905: an input portion 906 including a keyboard, a mouse, and the like; an output section 907 including a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, a speaker, and the like; a storage portion 908 including a hard disk and the like; and a communication section 909 including a Network interface card such as a LAN (Local Area Network) card, a modem, or the like. The communication section 909 performs communication processing via a network such as the internet. The drive 910 is also connected to the I/O interface 905 as necessary. A removable medium 911 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 910 as necessary, so that a computer program read out therefrom is mounted into the storage section 908 as necessary.

In particular, the processes described below with reference to the flowcharts may be implemented as computer software programs, according to embodiments of the present disclosure. For example, embodiments of the present disclosure include a computer program product comprising a computer program embodied on a computer readable medium, the computer program comprising program code for performing the method illustrated in the flow chart. In such an embodiment, the computer program may be downloaded and installed from a network through the communication section 909, and/or installed from the removable medium 911. The computer program executes various functions defined in the system of the present disclosure when executed by a Central Processing Unit (CPU) 901.

It should be noted that the computer readable medium shown in the embodiments of the present disclosure may be a computer readable signal medium or a computer readable storage medium or any combination of the two. A computer readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples of the computer readable storage medium may include, but are not limited to: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a Read-Only Memory (ROM), an Erasable Programmable Read-Only Memory (EPROM), a flash Memory, an optical fiber, a portable Compact Disc Read-Only Memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the present disclosure, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. In contrast, in the present disclosure, a computer-readable signal medium may include a propagated data signal with computer-readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A computer readable signal medium may also be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to: wireless, wired, etc., or any suitable combination of the foregoing.

The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present disclosure. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams or flowchart illustration, and combinations of blocks in the block diagrams or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.

The units described in the embodiments of the present disclosure may be implemented by software, or may be implemented by hardware, and the described units may also be disposed in a processor. Wherein the names of the elements do not in some way constitute a limitation on the elements themselves.

As another aspect, the present disclosure also provides a computer-readable medium, which may be contained in the electronic device described in the above embodiments; or may exist separately without being assembled into the electronic device. The computer readable medium carries one or more programs which, when executed by an electronic device, cause the electronic device to implement the method described in the above embodiments.

Through the above description of the embodiments, those skilled in the art will readily understand that the exemplary embodiments described herein may be implemented by software, or by software in combination with necessary hardware. Therefore, the technical solution according to the embodiments of the present disclosure may be embodied in the form of a software product, which may be stored in a non-volatile storage medium (which may be a CD-ROM, a usb disk, a removable hard disk, etc.) or on a network, and includes several instructions to enable a computing device (which may be a personal computer, a server, a touch terminal, or a network device, etc.) to execute the method according to the embodiments of the present disclosure.

Other embodiments of the disclosure will be apparent to those skilled in the art from consideration of the specification and practice of the disclosure disclosed herein. This disclosure is intended to cover any variations, uses, or adaptations of the disclosure following, in general, the principles of the disclosure and including such departures from the present disclosure as come within known or customary practice within the art to which the disclosure pertains.

It will be understood that the present disclosure is not limited to the precise arrangements that have been described above and shown in the drawings, and that various modifications and changes may be made without departing from the scope thereof. The scope of the present disclosure is limited only by the appended claims.

Claims

1. A method of work order distribution, comprising:

acquiring a work order to be upgraded, and inquiring work order service data of the work order to be upgraded; the work order service data comprises various types of service data;

matching the first type of service data in the work order service data with processable service data of each skill group in a skill group list to determine a skill group set capable of processing the work order to be upgraded; and

determining an upgrading scene of the work order to be upgraded according to second type service data in the work order service data, and acquiring an upgrading rule chain corresponding to the upgrading scene;

and executing the upgrading rule chain to carry out upgrading matching based on the work order service data so as to select a target skill group from the skill group set and distribute the work order to be upgraded to the target skill group.

2. The method of claim 1, wherein when the first type of business data is upgrade reason data, the determining can process the skill set of the work order to be upgraded comprises:

and screening out the skill groups capable of processing the upgrade reason data from the skill group list to obtain the skill group set.

3. The work order distribution method according to claim 1, wherein the determining the upgrade scenario of the work order to be upgraded according to the second type of service data in the work order service data comprises:

when the second type of service data is upgrade reason data, determining the upgrade scene based on a mapping relation between the pre-configured upgrade reason data and the upgrade scene; or

And determining the upgrading scene based on the type of the work order in the work order data when the second type of service data is the work order data.

4. The work order assignment method of claim 1, further comprising:

creating a skill set and configuring processable business data of the skill set to obtain the skill set list.

5. The work order assignment method of claim 1, further comprising: the method for pre-arranging the upgrading rule chain corresponding to the upgrading scene comprises the following steps:

configuring an upgrading scene of the work order, and creating an upgrading rule of the work order to obtain an upgrading rule pool;

and aiming at one upgrading scene, performing rule arrangement based on the upgrading rules in the upgrading rule pool to obtain an upgrading rule chain corresponding to the upgrading scene.

6. The work order distribution method of claim 5, wherein said performing the upgrade rule chain for upgrade matching based on the work order business data to select a target skill set from the skill set comprises:

determining an upgrade rule with the highest priority as a target upgrade rule based on the upgrade rule chain;

judging whether a skill group meeting the target upgrading rule exists according to the work order service data;

and if the target skill set exists, returning the skill set as the target skill set, and if the target skill set does not exist, repeating the steps of determining the target upgrading rule and returning the skill set to determine the target skill set.

7. The work order distribution method of claim 1, further comprising:

configuring label information of the work order to be upgraded according to a preset marking rule based on the work order service data;

and determining the first type of service data and the second type of service data according to the label information, or executing the upgrading rule chain to carry out upgrading matching.

8. A work order dispensing apparatus, comprising:

the acquisition module is used for acquiring the work order to be upgraded sent by the work order module and inquiring the work order service data of the work order to be upgraded; the work order service data comprises various types of service data;

the matching module is used for matching the first type of service data in the work order service data with processable service data of each skill group in the skill group list so as to determine a skill group set capable of processing the work order to be upgraded; and

the determining module is used for determining an upgrading scene of the work order to be upgraded according to second type service data in the work order service data and acquiring an upgrading rule chain corresponding to the upgrading scene;

and the distribution module is used for executing the upgrading rule chain to carry out upgrading matching based on the work order service data so as to select a target skill group from the skill group set and distribute the work order to be upgraded to the target skill group.

9. A computer-readable storage medium, on which a computer program is stored which, when being executed by a processor, carries out the work order allocation method according to any one of claims 1 to 7.

10. An electronic device, comprising:

one or more processors;

a storage device to store one or more programs that, when executed by the one or more processors, cause the one or more processors to implement the work order assignment method as recited in any of claims 1-7.