CN116151537A

CN116151537A - Work order distribution method and device, electronic equipment and computer readable storage medium

Info

Publication number: CN116151537A
Application number: CN202211411680.7A
Authority: CN
Inventors: 查继梅; 罗展松; 吴海英; 蒋宁
Original assignee: Mashang Xiaofei Finance Co Ltd
Current assignee: Mashang Xiaofei Finance Co Ltd
Priority date: 2022-11-11
Filing date: 2022-11-11
Publication date: 2023-05-23

Abstract

The disclosure provides a work order distribution method and device, electronic equipment and a computer readable storage medium, wherein the method comprises the following steps: acquiring a first work order type of a work order to be allocated, wherein the first work order type represents the type of a service scene corresponding to the work order; obtaining a target allocation rule corresponding to a first work order type from a rule base, wherein the rule base stores allocation rules respectively corresponding to each work order type, and each allocation rule is configured according to a service scene represented by the work order type; and determining the target agent according to the target allocation rule, and allocating the target agent to target terminal equipment used by the target agent. According to the embodiment of the disclosure, the work orders can be flexibly and accurately distributed.

Description

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

Technical Field

The disclosure relates to the technical field of computers, and in particular relates to a work order distribution method and device, electronic equipment and a computer readable storage medium.

Background

Currently, for a work order sent by a client, a server generally allocates a processing seat for the work order according to a fixed allocation rule. Since the fixed allocation rules are usually written by a developer in a hard-coded manner during development of an application, there may be a problem that the service side is not flexible enough and not accurate enough to perform work order allocation processing based on the method.

Disclosure of Invention

The disclosure provides a work order distribution method and device, electronic equipment and a computer readable storage medium, so that the electronic equipment can flexibly and accurately perform work order distribution processing.

In a first aspect, the present disclosure provides a work order allocation method, the method including:

acquiring a first work order type of a work order to be allocated, wherein the first work order type represents the type of a service scene corresponding to the work order;

obtaining a target allocation rule corresponding to the first work order type from a rule base, wherein the rule base stores allocation rules respectively corresponding to each work order type, and each allocation rule is configured according to a service scene represented by the work order type;

and determining a target seat according to the target allocation rule, and allocating the work order to target terminal equipment used by the target seat.

In a second aspect, the present disclosure provides a work order distribution apparatus comprising:

the system comprises a work order type acquisition unit, a work order type distribution unit and a work order management unit, wherein the work order type acquisition unit is used for acquiring a first work order type of a work order to be distributed, and the first work order type represents the type of a business scene corresponding to the work order;

the distribution rule acquisition unit is used for acquiring target distribution rules corresponding to the first work order type from a rule base, wherein the rule base stores distribution rules respectively corresponding to each work order type, and each distribution rule is configured according to a service scene represented by the work order type;

And the allocation processing unit is used for determining a target seat according to the target allocation rule and allocating the work order to target terminal equipment used by the target seat.

In a third aspect, the present disclosure provides an electronic device comprising: at least one processor; and a memory communicatively coupled to the at least one processor; wherein the memory stores one or more computer programs executable by the at least one processor, one or more of the computer programs being executable by the at least one processor to enable the at least one processor to perform the work order allocation method described above.

In a fourth aspect, the present disclosure provides a computer readable storage medium having a computer program stored thereon, wherein the computer program, when executed by a processor, implements the work order allocation method described above.

According to the embodiment provided by the disclosure, the electronic device obtains the first work order type of the work order to be allocated, so that the target allocation rule corresponding to the type is directly obtained from the rule base according to the first work order type, and because the target allocation rule is configured by a user based on the service scene represented by the work order type, the electronic device can flexibly and accurately determine the target seat for processing the work order based on the target allocation rule, and allocate the work order to the target terminal device used by the target seat for processing the work order; in addition, since the allocation rules in the embodiment of the present disclosure are stored in the rule base, in the case that the service requirement is changed, the developer does not need to encode the code applied to the service, but only updates the allocation rules in the rule base, so that the service requirement can be responded flexibly and timely.

It should be understood that the description in this section is not intended to identify key or critical features of the embodiments of the disclosure, nor is it intended to be used to limit the scope of the disclosure. Other features of the present disclosure will become apparent from the following specification.

Drawings

The accompanying drawings are included to provide a further understanding of the disclosure, and are incorporated in and constitute a part of this specification, illustrate embodiments of the disclosure and together with the description serve to explain the disclosure, without limitation to the disclosure. The above and other features and advantages will become more readily apparent to those skilled in the art by describing in detail exemplary embodiments with reference to the attached drawings, in which:

FIG. 1 is a schematic diagram of an implementation environment of a configuration update method provided by an embodiment of the present disclosure;

FIG. 2 is a flowchart of a work order allocation method provided in an embodiment of the present disclosure;

FIG. 3 is a flow chart for generating allocation rules provided by an embodiment of the present disclosure;

FIG. 4 is a schematic diagram of a framework of an allocation rule generation process provided by an embodiment of the present disclosure;

fig. 5 is a schematic flow chart of determining a target agent according to an embodiment of the disclosure;

FIG. 6 is a block diagram of a work order distribution apparatus provided by an embodiment of the present disclosure;

Fig. 7 is a block diagram of an electronic device according to an embodiment of the present disclosure.

Detailed Description

For a better understanding of the technical solutions of the present disclosure, exemplary embodiments of the present disclosure will be described below with reference to the accompanying drawings, in which various details of the embodiments of the present disclosure are included to facilitate understanding, and they should be considered as merely exemplary. Accordingly, one of ordinary skill in the art will recognize that various changes and modifications of the embodiments described herein can be made without departing from the scope and spirit of the present disclosure. Also, descriptions of well-known functions and constructions are omitted in the following description for clarity and conciseness.

Embodiments of the disclosure and features of embodiments may be combined with each other without conflict.

As used herein, the term "and/or" includes any and all combinations of one or more of the associated listed items.

The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the disclosure. As used herein, the singular forms "a," "an," and "the" are intended to include the plural forms as well, unless the context clearly indicates otherwise. It will be further understood that the terms "comprises" and/or "comprising," when used in this specification, specify the presence of stated features, integers, steps, operations, elements, and/or components, but do not preclude the presence or addition of one or more other features, integers, steps, operations, elements, components, and/or groups thereof. The terms "connected" or "connected," and the like, are not limited to physical or mechanical connections, but may include electrical connections, whether direct or indirect.

Unless otherwise defined, all terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art. It will be further understood that terms, such as those defined in commonly used dictionaries, should be interpreted as having a meaning that is consistent with their meaning in the context of the relevant art and the present disclosure, and will not be interpreted in an idealized or overly formal sense unless expressly so defined herein.

In the related art, for a work order to be allocated sent by a client, for example, a terminal device, a server generally obtains work order information of the work order, then selects an agent for the work order based on allocation rules fixedly written in a software code, and allocates the work order to the agent for processing.

The work order distribution method in the related technology is based on the distribution rule written fixedly to carry out work order distribution treatment, so that under the condition that the service requirement is changed, a developer is required to update the software code according to the changed service requirement, and then the treatments such as software test, online and the like are carried out, so that the problems of complicated steps and inflexibility exist; meanwhile, work orders are distributed based on fixedly written distribution rules, so that the distribution formula is single, and flexible and accurate distribution of the work orders is often not realized.

Referring to fig. 1, a schematic diagram of an implementation environment of a work order allocation method according to an embodiment of the disclosure is shown. As shown in fig. 1, the implementation environment may include an electronic device 101, a terminal device 102, and a network 103.

The electronic device 101 may be a server, which may be a physical server, for example, may be a blade server, a rack-mounted server, or may be a virtual server, for example, may be a server cluster deployed in the cloud; and are not limited herein. Of course, the electronic device 101 may also be a terminal device, for example, may be a terminal device in an edge computing scenario, which is not limited herein, and in the embodiment of the present disclosure, the electronic device 101 is described by taking the electronic device 101 as an example of a server, and the electronic device 101 may be used to implement the work order allocation method of any embodiment of the present disclosure, so as to perform the work order allocation process on the work order to be allocated sent by the terminal device 102.

The terminal device 102 may be a smart phone, a portable computer, a desktop computer, a tablet computer, etc. In the embodiment of the present disclosure, the terminal device 102 may be configured to create a work order to be allocated, and send the work order to be allocated to the electronic device 101 for work order allocation processing, where the work order may be a work order created by any user and responded by a seat, i.e. a work order processor, and the user used to create the work order may be, for example, customer service of an enterprise.

The network 103 may be a wireless network or a wired network, and may be a local area network or a wide area network. Communication between the electronic device 101 and the terminal device 102 may be performed through a network 103. In the disclosed embodiments, the electronic device 101 may be used to participate in implementing a work order allocation method according to any embodiment of the disclosure. For example, can be used to: acquiring a first work order type of a work order to be allocated, which is sent by a terminal device 102, wherein the first work order type represents the type of a service scene corresponding to the work order; obtaining a target allocation rule corresponding to a first work order type from a rule base, wherein the rule base stores allocation rules respectively corresponding to each work order type, and each allocation rule is configured according to a service scene represented by the work order type; and determining a target seat according to the target allocation rule, and allocating the work order to target terminal equipment used by the target seat. For another example, it can also be used to: before a target seat is determined and a work order is distributed to target terminal equipment used by the target seat, generating an approval task corresponding to the work order according to the determined target seat, and acquiring approval nodes and approval distribution rules corresponding to a first work order type from a rule base; according to the approval nodes and the approval allocation rules, approval processing is carried out on the approval tasks; and under the condition that the approval result corresponding to the approval process indicates that the approval passes, the work order is distributed to the target terminal equipment.

It will be appreciated that the implementation environment shown in fig. 1 is merely illustrative and is in no way intended to limit the disclosure, its application or uses. For example, although fig. 1 shows only one electronic device 101 and one terminal device 102, it is not meant to limit the respective numbers, and a plurality of electronic devices 101 and a plurality of terminal devices 102 may be included in the implementation environment.

In order to enable electronic equipment to flexibly and accurately perform work order distribution processing, the embodiment of the disclosure provides a work order distribution method. The method may be applied in an electronic device, which may be, for example, the electronic device 101 shown in fig. 2.

As shown in fig. 2, the work order allocation method provided in the embodiment of the present disclosure may include the following steps S201 to S203, which are described in detail below.

Step S201, a first work order type of a work order to be distributed is obtained, wherein the first work order type represents the type of a service scene corresponding to the work order.

In the embodiment of the disclosure, the work order, which is also called a task order, may be a list for describing a task of a job, and the work order may include information such as a work order identifier, a work order type, task information, and the like; the work order type may be used to represent a service scenario corresponding to the work order, for example, the work order type may be at least one of a public service type, a basic service type, an aggregate service type, a storage service type, and the like.

In the embodiment of the disclosure, the work order may be a work order in any application scenario. For example, the work order may be a work order in an e-commerce application, and in such an application scenario, the work order may be a work order generated by an enterprise customer service according to a commodity problem consulted by a user when the enterprise customer service receives the commodity use problem consulted by the user; alternatively, the work order to be distributed to the back-end seat to remind the warehouse personnel of timely delivery may be automatically generated by the system when the order of the user reaches the delivery limit but is still delivery. Of course, in practical implementation, the worksheet may also be applied to other application scenarios, for example, in a software operation and maintenance scenario, which is not limited herein.

In the embodiment of the disclosure, the electronic device may acquire a work order created and sent by a user based on the terminal device; after the work order is acquired, unlike the scheme of directly performing work order allocation based on the allocation rule written fixedly in the related art, in the embodiment of the present disclosure, the electronic device acquires the first work order type of the work order first, so that the work order can be classified based on the first work order type first to determine the allocation rule corresponding to the work order.

Step S202, obtaining a target allocation rule corresponding to a first work order type from a rule base, wherein the rule base stores allocation rules respectively corresponding to each work order type, and each allocation rule is configured according to a service scene represented by the work order type.

The rule base is a database for storing allocation rules, and the database may be, for example, a mysql database, or may be a key value type database, for example, a dis database, which is not particularly limited herein.

The allocation rule is information describing how to screen agents for processing corresponding worksheets, the allocation rule can be obtained by modeling a service scene represented by a worksheet type corresponding to the allocation rule, and the allocation rule can comprise at least one configuration pair, each configuration pair can be in the form of a < configuration item and a configuration value >, and the at least one configuration pair respectively defines conditions required to be met by the agents for processing the worksheets from different dimensions.

For example, in the case where the job ticket type indicates that the service scenario corresponding to the job ticket to be allocated is a service scenario of "pre-sales consultation", since the agent processing the service scenario is typically required to be affiliated to a department of "pre-sales department", the agent role thereof may be typically required to be any one of "role 1, role 2"; thus, for such a work order, the allocation rules may be to define the agents for handling the work order from the two angles of department and agent roles, respectively, i.e., the allocation rules corresponding thereto may be composed of configuration pair 1 and configuration pair 2, where configuration pair 1 is < department, "pre-sales department" >, configuration pair 2 is < agent role, "role 1, role 2" >.

It should be noted that the foregoing is merely illustrative, and in actual implementation, different allocation rules may be established for different worksheets according to different application scenarios and service scenarios, for example, the upper limit value of a worksheet may be processed at the same time according to a seat, and the allocation rules may further include setting and configuring items: configuration pairs corresponding to ' upper limit of a person's average work order ', ' upper limit of a new work order ', ' automatic order distribution configuration item ' and the like.

It can be seen that, in the embodiment of the present disclosure, the allocation rule for performing allocation processing on the work order is not written in the application in a fixed code, i.e., hard code manner, but stored in the rule base based on a configurable manner; meanwhile, in order to enable the allocation of the worksheets to be more accurate and adapt to the service scene, the allocation rules in the rule base can be configured based on the service scene represented by each worksheet type, so that after the worksheet to be allocated is acquired, the target allocation rules corresponding to the worksheets are quickly acquired from the rule base by acquiring the first worksheet type of the worksheet, and the target agents can be flexibly and accurately allocated to the worksheets based on the target allocation rules.

Step S203, determining a target agent according to the target allocation rule, and allocating the work order to target terminal equipment used by the target agent.

The target agent is an agent which is determined by the electronic equipment from a plurality of agents based on the method provided by the embodiment of the disclosure and is used for processing the work order.

In the embodiment of the disclosure, an agent may be a user at a back end of an enterprise for processing a work order, where the front end of the enterprise generally refers to an end that may directly face a customer, for example, customer service, market personnel may generally understand the front end user of the enterprise, and development, testing, etc. personnel may generally understand the back end user of the enterprise.

As can be seen from the foregoing description, in the embodiment of the present disclosure, by acquiring a first work order type of a work order to be allocated, the electronic device directly acquires, according to the first work order type, a target allocation rule corresponding to the type from a rule base, and because the target allocation rule is configured by a user based on a service scenario represented by the work order type, the electronic device can accurately determine, based on the target allocation rule, a target agent for processing the work order, and allocate the work order to a target terminal device used by the target agent for processing the work order by the target agent; in addition, since the allocation rules in the embodiment of the present disclosure are stored in the rule base, in the case that the service requirement is changed, the developer does not need to encode the code applied to the service, but only updates the allocation rules in the rule base, so that the service requirement can be responded flexibly and timely.

Referring to fig. 3 and fig. 4, a flowchart for generating an allocation rule provided by an embodiment of the present disclosure, and a schematic frame diagram for generating an allocation rule provided by an embodiment of the present disclosure are shown respectively; in connection with fig. 3 and 4, a description will be given below of how to generate the allocation rule stored in the rule base.

As shown in fig. 3, the allocation rule may be generated by the following steps S301-S303, which are described in detail below.

Step S301, obtaining at least one configuration pair corresponding to a second work order type, where each configuration pair is composed of a configuration item and a configuration value, the configuration item is determined from a preset scenario configuration item according to a service scenario corresponding to the second work order type, the configuration value is a numerical value configured according to the service scenario as the configuration item, and the second work order type is any work order type.

Scene configuration items, also called scene parameters, are configuration items that describe different allocation dimensions of a work order. In the embodiment of the present disclosure, scene configuration items corresponding to various allocation dimensions may be preset, for example, as shown in fig. 4, the preset scene configuration items may include configuration items such as "department configuration items", "agent role configuration items", "person ticket upper limit configuration items", "new ticket configuration items", "automatic ticket configuration items", and "history processing time configuration items" corresponding to the alike dimensions such as "processing department", "processing agent role", "person ticket upper limit configuration items", "person ticket upper limit", "new ticket upper limit configuration items", "new ticket upper limit," "new ticket upper limit configuration items", and "history processing time configuration items", respectively.

With continued reference to fig. 4, when an allocation rule is set for a work order of a corresponding work order type, one or more configuration items may be selected from preset scene configuration items, and by setting configuration values for the one or more configuration items, mathematical modeling of work order allocation in the service scene is completed, that is, variable modeling as shown in fig. 4 is completed, and then, a corresponding allocation rule may be generated based on a configuration pair formed by the configuration items and the configuration values in the established mathematical model.

Step S302, repeated verification of configuration items is carried out on at least one configuration pair.

Step S303, when the configuration item is repeatedly checked and passed, at least one configuration pair is used as the allocation rule corresponding to the second work order type.

That is, in the embodiment of the present disclosure, the configuration items in each configuration pair included in one allocation rule are not duplicated, but a plurality of configuration values may be set for the same configuration item, for example, for the configuration item of "department", the configuration values may be "department 1, department 2" to indicate that the job ticket corresponding to the allocation rule may be allocated to the agent of the affiliated department 1 or department 2; after receiving at least one configuration pair configured by a user, the electronic device may generate an allocation rule and store the allocation rule in a rule base if it is determined that none of the configuration items in the at least one configuration pair is repeated, as shown in fig. 4.

It can be seen that, in the embodiment of the present disclosure, by storing the allocation rule for allocating the work order in the rule base, and receiving at least one configuration pair configured by the user by the electronic device, the user may update the work order allocation rule based on the changed service requirement, so that the electronic device may respond to the service requirement in time when performing the work order allocation processing, so as to flexibly and accurately allocate the work order.

In some embodiments, the target allocation rule includes an automatic order configuration item and a historical processing time configuration item; the determining the target agent according to the target allocation rule in the step S203 includes: acquiring a first configuration value of an automatic order allocation configuration item and acquiring a second configuration value of a historical processing time configuration item; inquiring the seat information of the seat of the processed work order in the history processing time corresponding to the second configuration value according to the work order identification of the work order; and determining the target agent according to the first configuration value and the agent information.

The first configuration value in the automatic order configuration item may be used to indicate whether the work order supports automatic allocation, i.e., the first configuration value may indicate whether the work order supports allocation of agents for the work order by the electronic device.

In the embodiment of the disclosure, if the automatic allocation configuration item indicates that the work order to be allocated supports automatic allocation, the electronic device may automatically determine a target seat and allocate the work order to a target terminal device used by the target seat for processing by the target seat when the processing seat corresponding to the work order meets a specific condition during allocation processing; if the automatic allocation configuration item indicates that the work order to be allocated does not support automatic allocation, the electronic device may add the work order to a work order set for indicating that the work order is to be taken to display the work order set to the agent, and determine the agent for taking the work order as a target agent when the agent takes the work order.

The second configuration value in the historical processing time configuration item may be used to represent a historical processing time of the agent that historically processed the work order. For example, the second configuration value may be "6 months" to indicate that when querying the historic processing agents of the work order, the agent information of the agents that have processed the work order in the last 6 months may be queried.

That is, in general, when performing agent allocation, an agent processed by the work order in the history processing time may be considered to be a target agent, so as to accelerate the processing speed of the work order and improve the processing quality, however, if the time interval of the agent history processing work order is longer, the history processing information is often not significant any more, the work order may be directly regarded as a new order, and a suitable agent may be selected from all matched agents as the target agent.

It can be seen that, in the embodiment of the present disclosure, by acquiring the target allocation rule based on the first work order type of the work order, and according to the automatic allocation configuration item and the historical processing time configuration item in the target allocation rule, it may be determined whether the work order supports intelligent allocation by the electronic device, and by setting the historical processing time configuration item for querying the seat in which the order is historically processed, the electronic device may be enabled to accurately allocate the most suitable target seat for the work order based on the acquired seat information, so as to improve the processing speed and processing quality of the work order.

In some embodiments, considering that when the target allocation rule is obtained from the rule base, although the obtained target allocation rule may be guaranteed to be the latest allocation rule corresponding to the first work order type at the current moment, since the connection database and the reading of the data from the rule base may have time consuming transmission, this may affect the processing speed of the work order finally, in some embodiments, the target allocation rule may also be obtained by the following steps: and acquiring a target allocation rule corresponding to the first work order type from a plurality of cached allocation rules, wherein any allocation rule is updated into the cache according to rule change information in a detection rule base.

The rule change information is used for recording change information of allocation rules or data tables in the rule base. In such an embodiment, the rule base may be a mysql database and the rule change information may be obtained by detecting a preset log file of the rule base, for example, a binlog file.

In this embodiment, the allocation rule corresponding to each work order type may be stored in the cache, and the rule change information in the rule base may be detected, so as to obtain the changed allocation rule in the rule base according to the rule change information, and update the changed allocation rule into the cache, so that the data synchronization between the allocation rule in the cache and the allocation rule in the rule base is maintained, and further, the electronic device may accurately and quickly obtain the target allocation rule corresponding to the first work order type.

In some embodiments, when updating the allocation rule changed in the rule base to the cache according to the rule change information, it may be: acquiring the changed allocation rule from the rule change information, and writing the changed data processing rule into a target message queue; and updating the allocation rule in the cache according to the changed allocation rule in the target message queue.

The target message queue may be, for example, a Kafka message queue.

That is, when it is detected that the allocation rule in the rule base is changed, since the possibility of system congestion is considered to occur if a large number of updates occur in a short time, the streaming update process of the changed allocation rule can be realized by providing the target message queue, thereby improving the stability of the method.

In some embodiments, the determining the target agent according to the first configuration value and the agent information includes: and when the seat information is not empty, acquiring the seat with the work order processed at the latest moment as a target seat according to the seat information.

That is, when the work order is allocated, it is possible to query whether there is an agent that has processed the work order within the history processing time allocated based on the history processing time allocation item in the target allocation rule, and if so, it is possible to directly take the agent that has processed the work order at the latest time as the target agent, considering that the agent that has processed the work order recently has better knowledge of the history processing information of the work order.

For example, when the work order is allocated, if the second configuration value in the historical processing time configuration item is "6 months", and the agents processed by the work order in the last 6 months are respectively { agent 1, agent 2} according to the ascending order of time according to the work order identifier of the work order, the agent 2 can be directly determined as the target agent.

Therefore, in the embodiment of the disclosure, by setting the historical processing time configuration item and inquiring whether the seat which has processed the current work order to be allocated recently exists based on the configuration value in the historical processing time configuration item, the effect of accurately allocating the work order can be achieved.

In addition, in order to further accurately perform allocation processing on the worksheet to be allocated, in some embodiments, the target allocation rule may further include an agent role configuration item, and a third configuration value in the agent role configuration item may represent an agent role for processing an agent of the worksheet type; in such an embodiment, the method may further determine the target agent by: under the condition that the agent information is empty and the first configuration value represents that the work order participates in the work order distribution processing, acquiring the current processing work order number of the agents in the candidate agent set at the current moment, and determining a target agent from the candidate agent set according to the current processing work order number, wherein the agent role of the agent membership in the candidate agent set is the agent role represented by the third configuration value, and the third configuration value is the configuration value in the agent role configuration item; and adding the work order into a work order set to be processed under the condition that the agent information is empty and the first configuration value indicates that the work order does not participate in the work order distribution processing, and displaying the work order set to be processed on terminal equipment used by agents in the candidate agent set; and under the condition that the work order taking request sent by the terminal equipment is received, determining the agent corresponding to the terminal equipment sending the work order taking request as a target agent, wherein the target agent is any agent in the candidate agent set.

That is, in some embodiments, if it is determined, according to the obtained agent information, that there is no agent that has processed the work order within the configured historical processing time, in order to implement accurate allocation of the work order, an agent role for processing the type of the work order may be set in the allocation rule in advance; then, if the class of worksheets support worksheet allocation processing, the electronic device can select an agent from a candidate agent set of agent roles subordinate to the configuration as a target agent; if the work order does not support work order allocation processing, the electronic device can put the work order into a work order set to be taken, namely, a work order pool to be taken, and display the agents in the work order set to be taken on the terminal device used by the agents in the candidate agent set, so that the agents belonging to the agent roles can automatically determine whether to take the work order according to the work order held by the agents, and if the work order is taken by the agents, the electronic device can respond to the work order taking request sent by the terminal device used by the agents, determine that the agents are target agents, and allocate the work order to the target agents.

It can be seen that, in the embodiment of the present disclosure, by setting the agent role configuration item, the electronic device may also accurately allocate the work order when there is no history agent, that is, there is no agent that has processed the work order in the latest time.

It should be noted that, in some embodiments, the target allocation rule further includes a person-average work order upper limit configuration item and/or a new work order upper limit configuration item; in this embodiment, the acquiring, based on the agent information, the agent having processed the work order at the latest time as the target agent described in the above embodiment includes: acquiring a fourth configuration value in the upper limit configuration item of the average job ticket and a fifth configuration value in the upper limit configuration item of the new job ticket; according to the seat information, acquiring a seat with a work order processed at the latest moment as a seat to be determined; acquiring the currently held work order number of a seat to be determined; taking the seat to be determined as a target seat under the condition that the current holding work orders are smaller than or equal to the fourth configuration value and the fifth configuration value; and under the condition that the current holding work order number is larger than any one of the fourth configuration value or the fifth configuration value, acquiring the current processing work order number of the agents in the candidate agent set at the current moment, and determining the target agent from the candidate agent set according to the current processing work order number.

That is, in the case where there is an agent that has processed the work order in the configured history processing time, considering that there may be a lot of work orders currently held by the agent, if the work order is allocated to the agent, the agent may not be able to process the work order in time, so in order to increase the processing speed of the work order, in this case, an agent may be selected as a target agent from a candidate agent set corresponding to the work order, so as to increase the processing speed of the work order.

In some embodiments, the acquiring the current processing work order number of the agent in the candidate agent set at the current time and determining the target agent from the candidate agent set according to the current processing work order number may be: and taking the seat corresponding to the current processing work order number with the minimum value as a target seat.

That is, when a target agent is determined from the candidate agent set, the agent with the least currently held work order number can be used as the target agent, so that the processing speed of the work order is improved; of course, in this embodiment, it may also be determined whether the current number of processing tools held by the agent is smaller than the fourth configuration value and the fifth configuration value at the same time, which will not be described herein.

Referring to fig. 5, a flow chart of determining a target agent according to an embodiment of the disclosure is provided, and for convenience of understanding, how to determine a target agent for processing a work order is described below with reference to fig. 5. As shown in fig. 5, in the embodiment of the present disclosure, after acquiring a first work order type of a work order to be allocated and determining a target order rule, the electronic device may execute step S501 first, acquire a first configuration value and a second configuration value from the target order rule, and acquire, based on a work order identifier of the work order and the second configuration value, seat information of a seat that has processed the work order within a set historical processing time; then, step S502 is executed according to the seat information, to determine whether the seat information is empty, that is, whether there is a seat processed by the work order in the history processing time; if the agent information is not empty, step S503 may be executed to acquire the agent with the work order processed at the latest time as the target agent based on the agent information.

With continued reference to fig. 5, in performing step S503, the method further includes: step S503-1, acquiring an agent with a work order processed at the latest moment as an agent to be determined; step S503-2, obtaining the currently held work order number of the seat to be determined; step S503-3 is executed to judge whether the currently held work order is smaller than or equal to the configured average work order upper limit and the newly-entered work order upper limit; if yes, executing step S503-4, and determining the seat to be determined as a target seat; otherwise, unified processing is performed, that is, step S504 is performed, where the current processing work order of the agents in the candidate agent set at the current moment is obtained, and the target agent is determined from the candidate agent set according to the current processing work order.

In addition, after step S502 is executed, if it is determined that the seat information is empty, step S505 may be executed to determine whether the work order type corresponding to the work order supports work order allocation processing, as shown in fig. 5; if so, executing the step S504, namely, acquiring the current processing work order number of the agents in the candidate agent set at the current moment, and determining the target agent from the candidate agent set according to the current processing work order number; if not, step S506 is executed to add the work order to the to-be-processed work order set, and the to-be-processed work order set is displayed on the terminal device used by the agent in the candidate agent set, so as to determine the target agent.

In addition, as shown in fig. 5, in the process of performing step S504, it may further include: and step S504-1, taking the agent corresponding to the current processing work order of the minimum value as a target agent.

As can be seen from the above description, in the embodiment of the present disclosure, the electronic device obtains the target allocation rule corresponding to the work order based on the work order type of the work order, and allocates the work order based on the target allocation rule, so that the effect of flexibly and accurately allocating the work order can be achieved.

In some embodiments, after the target allocation rule is acquired, when determining the target agent for processing the work order, it may also be: acquiring a candidate seat set according to the target allocation rule; acquiring work order characteristic information of the work order, and acquiring seat characteristic information of each seat in the candidate work information set; calculating a matching value between the work order characteristic information and the seat characteristic information of each seat; and determining the agent with the matching value larger than or equal to the preset threshold value as the target agent.

The work order feature information may be information reflecting characteristics of the work order extracted based on a work order feature extraction model obtained by training in advance, and the work order feature extraction model may be used for extracting features of different dimensions of the work order, for example, features of the work order are extracted from dimensions such as processing priority of the work order, task type of task information in the work order, and the like.

The agent characteristic information may be characteristic information which is extracted from the agent's history behavior data, i.e., history processing work order information and reflects characteristics of the agent such as a task which is good at processing, a task processing speed, and the like.

The matching value can be obtained by inputting the work order characteristic information and the agent characteristic information of each agent into a matching value prediction model, wherein the matching value prediction model calculates the matching probabilities between the work order and the agents respectively from different dimensions, and the matching value is obtained by carrying out weighted summation on the matching probabilities from different dimensions.

That is, in this embodiment, in order to improve the accuracy of the determined target agents, the matching value between the work order feature information of the work order and the agent feature information of each agent may be directly used to determine the target agent from the candidate agent set; in addition, after the target agent is determined, the characteristic information of the agent can be continuously updated in the behavior data of the work order based on the target agent, and the parameters of the matching value prediction model can be continuously adjusted based on the evaluation of the work order distribution processing by the target agent.

In some embodiments, after determining the target agent according to the target allocation rule, before performing the step of allocating the work order to the target terminal device used by the target agent, the method further comprises: generating an approval task corresponding to the work order according to the determined target seat, wherein the approval task is used for allowing an approval user to examine whether the work order is distributed to the target seat for processing; obtaining approval nodes and approval allocation rules corresponding to the first work order type from a rule base; according to the approval nodes and the approval allocation rules, approval processing is carried out on the approval tasks; and executing the step of distributing the work order to the target terminal equipment used by the target seat under the condition that the approval result corresponding to the approval process indicates that the approval passes.

The method comprises the steps of performing approval processing on the approval task according to the approval node and the approval distribution rule, and comprises the following steps: determining a current approval user corresponding to a current approval node according to an approval allocation rule, and allocating an approval task to terminal equipment used by the current approval user for approval by the current approval user to obtain a first approval result; under the condition that the first examination result indicates that examination passes and the upper examination node configuration item in the examination allocation rule is not null, taking the examination node indicated by the configuration value in the upper examination node configuration item as a new examination node, and acquiring the examination allocation rule corresponding to the new examination node; and carrying out approval processing on the approval task according to the new approval node and the approval allocation rule corresponding to the new approval node.

The approval node is an identifier for indicating an approval process node corresponding to a work order type, for example, according to different approval levels, the approval nodes may be "zuzhangshenpi-node", "zhuguanshenpi-node" and "jinglishenpi-node" so as to respectively indicate that an approval task corresponding to the work order needs to be approved by a group leader, a supervisor and a manager.

The approval allocation rule may be information for indicating how to screen an approval user of the current node, and the approval allocation rule may include, for example, configuration items such as "node name configuration item", "upper approval node configuration item", "whether to judge a last approval configuration item", "last approval time interval configuration item", and "whether to allocate automatically", where "node name configuration item" is used to configure a node name of the current approval node, "upper approval node configuration item" may be used to configure a node identifier of a next approval node of the current approval node, "whether to judge a last approval configuration item" and "last approval time interval configuration item" are used to configure whether to approve a work order in an approval task in a configured historical time interval, and "whether to allocate automatically" and a corresponding configuration item principle type in work order allocation, which are not repeated herein.

That is, in the embodiment of the present disclosure, considering that after the electronic device automatically determines the target agent for processing the work order, the allocation processing needs to be performed after the business leader approval in the actual business, the electronic device may correspondingly generate the approval task corresponding to the work order after determining the target agent, and meanwhile, for flexibly and accurately performing the approval processing, may also simultaneously configure the approval node corresponding to the work order type of the work order and the approval allocation rule of the corresponding approval node in the rule base, so that the electronic device may intelligently select the approval personnel and perform the approval processing on the approval task corresponding to the work order.

It will be appreciated that the above-mentioned method embodiments of the present disclosure may be combined with each other to form a combined embodiment without departing from the principle logic, and are limited to the description of the present disclosure. It will be appreciated by those skilled in the art that in the above-described methods of the embodiments, the particular order of execution of the steps should be determined by their function and possible inherent logic.

In addition, the disclosure further provides a work order distribution device, an electronic device and a computer readable storage medium, and the foregoing may be used to implement any work order distribution method provided by the disclosure, and corresponding technical schemes and descriptions and corresponding descriptions referring to method parts are not repeated.

Fig. 6 is a block diagram of a work order distribution apparatus according to an embodiment of the present disclosure.

Referring to fig. 6, an embodiment of the present disclosure provides a work order distribution apparatus 600 including: a work order type acquisition unit 601, an allocation rule acquisition unit 602, and an allocation processing unit 603.

The work order type obtaining unit 601 is configured to obtain a first work order type of a work order to be allocated, where the first work order type represents a type of a service scenario corresponding to the work order.

The allocation rule obtaining unit 602 is configured to obtain, from a rule base, a target allocation rule corresponding to the first work order type, where the rule base stores allocation rules corresponding to each work order type, and each allocation rule is configured according to a service scenario represented by the work order type.

The allocation processing unit 603 is configured to determine a target agent according to a target allocation rule, and allocate a work order to a target terminal device used by the target agent.

In some embodiments, the apparatus 600 further comprises an allocation rule generating unit for: acquiring at least one configuration pair corresponding to a second work order type, wherein each configuration pair consists of a configuration item and a configuration value, the configuration item is determined from a preset scene configuration item according to a service scene corresponding to the second work order type, the configuration value is a numerical value configured according to the service scene as the configuration item, and the second work order type is any work order type; repeatedly checking at least one configuration pair for configuration items; and under the condition that the configuration items pass the repeated verification, at least one configuration pair is used as an allocation rule corresponding to the second work order type.

In some embodiments, the target allocation rule includes an automatic order configuration item and a historical processing time configuration item; the allocation processing unit 603 is configured to, when determining a target agent according to a target allocation rule: acquiring a first configuration value of an automatic order allocation configuration item and acquiring a second configuration value of a historical processing time configuration item; inquiring the seat information of the seat of the processed work order in the history processing time represented by the second configuration value according to the work order identifier of the work order; and determining the target agent according to the first configuration value and the agent information.

In some embodiments, the allocation processing unit 603, when determining the target agent according to the first configuration value and the agent information, is configured to: and when the seat information is not empty, acquiring the seat with the work order processed at the latest moment as a target seat according to the seat information.

In some embodiments, the target allocation rule further comprises an agent role configuration item; the allocation processing unit 603 may be further configured to, when determining the target agent according to the first configuration value and the agent information: under the condition that the agent information is empty and the first configuration value represents that the work order participates in the work order distribution processing, acquiring the current processing work order number of the agents in the candidate agent set at the current moment, and determining a target agent from the candidate agent set according to the current processing work order number, wherein the agent role of the agent membership in the candidate agent set is the agent role represented by the third configuration value, and the third configuration value is the configuration value in the agent role configuration item; when the seat information is empty and the first configuration value indicates that the work order does not participate in the work order distribution processing, adding the work order into a work order set to be processed, and displaying the work order set to be processed on terminal equipment used by the seat in the candidate seat set; and under the condition that the work order acquisition request sent by any terminal equipment is received, determining the agent corresponding to the terminal equipment sending the work order acquisition request as a target agent, wherein the target agent is any agent in the candidate agent set.

In some embodiments, the apparatus 600 further comprises an approval unit for: generating an approval task corresponding to the work order according to the determined target seat, wherein the approval task is used for allowing an approval user to examine whether the work order is distributed to the target seat for processing; obtaining approval nodes and approval allocation rules corresponding to the first work order type from a rule base; according to the approval nodes and the approval allocation rules, approval processing is carried out on the approval tasks; and executing the step of distributing the work order to the target terminal equipment used by the target seat under the condition that the approval result corresponding to the approval process indicates that the approval passes.

In some embodiments, the approval unit is configured to, when performing approval processing on the approval task according to the approval node and the approval allocation rule: determining a current approval user corresponding to a current approval node according to an approval allocation rule, and allocating an approval task to terminal equipment used by the current approval user for approval by the current approval user to obtain a first approval result; under the condition that the first examination result indicates that examination passes and the upper examination node configuration item in the examination allocation rule is not null, taking the examination node indicated by the configuration value in the upper examination node configuration item as a new examination node, and acquiring the examination allocation rule corresponding to the new examination node; and carrying out approval processing on the approval task according to the new approval node and the approval allocation rule corresponding to the new approval node.

Referring to fig. 7, an embodiment of the present disclosure provides an electronic device including: at least one processor 701; at least one memory 702, and one or more I/O interfaces 703 connected between the processor 701 and the memory 702; the memory 702 stores one or more computer programs executable by the at least one processor 701, and the one or more computer programs are executed by the at least one processor 701 to enable the at least one processor 701 to perform the work order allocation method described above.

The disclosed embodiments also provide a computer readable storage medium having a computer program stored thereon, wherein the computer program when executed by a processor implements the work order allocation method described above. The computer readable storage medium may be a volatile or nonvolatile computer readable storage medium.

Embodiments of the present disclosure also provide a computer program product comprising computer readable code, or a non-transitory computer readable storage medium carrying computer readable code, which when executed in a processor of an electronic device, performs the above-described work order allocation method.

Those of ordinary skill in the art will appreciate that all or some of the steps, systems, functional modules/units in the apparatus, and methods disclosed above may be implemented as software, firmware, hardware, and suitable combinations thereof. In a hardware implementation, the division between the functional modules/units mentioned in the above description does not necessarily correspond to the division of physical components; for example, one physical component may have multiple functions, or one function or step may be performed cooperatively by several physical components. Some or all of the physical components may be implemented as software executed by a processor, such as a central processing unit, digital signal processor, or microprocessor, or as hardware, or as an integrated circuit, such as an application specific integrated circuit. Such software may be distributed on computer-readable storage media, which may include computer storage media (or non-transitory media) and communication media (or transitory media).

The term computer storage media includes both volatile and nonvolatile, removable and non-removable media implemented in any method or technology for storage of information such as computer readable program instructions, data structures, program modules or other data, as known to those skilled in the art. Computer storage media includes, but is not limited to, random Access Memory (RAM), read Only Memory (ROM), erasable Programmable Read Only Memory (EPROM), static Random Access Memory (SRAM), flash memory or other memory technology, portable compact disc read only memory (CD-ROM), digital Versatile Discs (DVD) or other optical disc storage, magnetic cassettes, magnetic tape, magnetic disk storage or other magnetic storage devices, or any other medium which can be used to store the desired information and which can be accessed by a computer. Furthermore, as is well known to those of ordinary skill in the art, communication media typically embodies computer readable program instructions, data structures, program modules or other data in a modulated data signal such as a carrier wave or other transport mechanism and may include any information delivery media.

The computer readable program instructions described herein may be downloaded from a computer readable storage medium to a respective computing/processing device or to an external computer or external storage device over a network, such as the internet, a local area network, a wide area network, and/or a wireless network. The network may include copper transmission cables, fiber optic transmissions, wireless transmissions, routers, firewalls, switches, gateway computers and/or edge servers. The network interface card or network interface in each computing/processing device receives computer readable program instructions from the network and forwards the computer readable program instructions for storage in a computer readable storage medium in the respective computing/processing device.

Computer program instructions for performing the operations of the present disclosure can be assembly instructions, instruction Set Architecture (ISA) instructions, machine-related instructions, microcode, firmware instructions, state setting data, or source or object code written in any combination of one or more programming languages, including an object oriented programming language such as Smalltalk, c++ or the like and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The computer readable program instructions may be executed entirely on the user's computer, partly on the user's computer, as a stand-alone software package, partly on the user's computer and partly on a remote computer or entirely on the remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computer (for example, through the Internet using an Internet service provider). In some embodiments, aspects of the present disclosure are implemented by personalizing electronic circuitry, such as programmable logic circuitry, field Programmable Gate Arrays (FPGAs), or Programmable Logic Arrays (PLAs), with state information of computer readable program instructions, which can execute the computer readable program instructions.

The computer program product described herein may be embodied in hardware, software, or a combination thereof. In an alternative embodiment, the computer program product is embodied as a computer storage medium, and in another alternative embodiment, the computer program product is embodied as a software product, such as a software development kit (Software Development Kit, SDK), or the like.

Various aspects of the present disclosure are described herein with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems) and computer program products according to embodiments of the disclosure. It will be understood that each block of the flowchart illustrations and/or block diagrams, and combinations of blocks in the flowchart illustrations and/or block diagrams, can be implemented by computer-readable program instructions.

These computer readable program instructions may be provided to a processor of a general purpose computer, special purpose computer, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions/acts specified in the flowchart and/or block diagram block or blocks. These computer readable program instructions may also be stored in a computer readable storage medium that can direct a computer, programmable data processing apparatus, and/or other devices to function in a particular manner, such that the computer readable medium having the instructions stored therein includes an article of manufacture including instructions which implement the function/act specified in the flowchart and/or block diagram block or blocks.

The computer readable program instructions may also be loaded onto a computer, other programmable data processing apparatus, or other devices to cause a series of operational steps to be performed on the computer, other programmable apparatus or other devices to produce a computer implemented process such that the instructions which execute on the computer, other programmable apparatus or other devices implement the functions/acts specified in the flowchart and/or block diagram block or blocks.

The flowcharts 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 instructions, which comprises one or more executable instructions for implementing the specified logical function(s). 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 and/or flowchart illustration, and combinations of blocks in the block diagrams and/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.

Example embodiments have been disclosed herein, and although specific terms are employed, they are used and should be interpreted in a generic and descriptive sense only and not for purpose of limitation. In some instances, it will be apparent to one skilled in the art that features, characteristics, and/or elements described in connection with a particular embodiment may be used alone or in combination with other embodiments unless explicitly stated otherwise. It will be understood by those skilled in the art that various changes in form and details may be made therein without departing from the scope of the disclosure as set forth in the appended claims.

Claims

1. A work order distribution method, comprising:

2. The method of claim 1, wherein the allocation rules in the rule base are generated by:

acquiring at least one configuration pair corresponding to a second work order type, wherein each configuration pair consists of a configuration item and a configuration value, the configuration item is determined from a preset scene configuration item according to a service scene corresponding to the second work order type, the configuration value is a numerical value configured for the configuration item according to the service scene, and the second work order type is any work order type;

repeatedly checking the configuration item of the at least one configuration pair;

and under the condition that the configuration item is repeatedly checked and passed, the at least one configuration pair is used as an allocation rule corresponding to the second work order type.

3. The method of claim 1, wherein the target allocation rule comprises an automatic order configuration item and a historical processing time configuration item;

the determining the target seat according to the target allocation rule includes:

acquiring a first configuration value of the automatic order allocation configuration item and acquiring a second configuration value of the historical processing time configuration item;

Inquiring the seat information of the seat of the work order processed in the history processing time corresponding to the second configuration value according to the work order identification of the work order;

and determining the target agent according to the first configuration value and the agent information.

4. The method of claim 3, wherein the determining the target agent based on the first configuration value and the agent information comprises:

and when the seat information is not empty, acquiring the seat processed by the work order at the latest moment as the target seat according to the seat information.

5. The method of claim 4, wherein the target allocation rule further comprises an agent role configuration item; the determining the target agent according to the first configuration value and the agent information further includes:

acquiring a current processing work order number of an agent in a candidate agent set at a current moment under the condition that the agent information is empty and the first configuration value indicates that the work order participates in work order allocation processing, and determining the target agent from the candidate agent set according to the current processing work order number, wherein an agent role of an agent membership in the candidate agent set is an agent role indicated by a third configuration value, and the third configuration value is a configuration value in the agent role configuration item;

When the agent information is empty and the first configuration value indicates that the work order does not participate in work order allocation processing, adding the work order into a work order set to be processed, and displaying the work order set to be processed on terminal equipment used by agents in the candidate agent set; and under the condition that a work order acquisition request sent by any terminal equipment is received, determining an agent corresponding to the terminal equipment sending the work order acquisition request as the target agent, wherein the target agent is an agent in the candidate agent set.

6. The method of any of claims 1-5, wherein prior to the step of assigning the work order to a target terminal device for use by the target agent, the method further comprises:

generating an approval task corresponding to the work order according to the determined target seat, wherein the approval task is used for an approval user to approve whether the work order is distributed to the target seat for processing;

obtaining approval nodes and approval allocation rules corresponding to the first work order type from the rule base;

performing approval processing on the approval task according to the approval node and the approval allocation rule;

And executing the step of distributing the work order to the target terminal equipment used by the target seat under the condition that the approval result corresponding to the approval process indicates that the approval passes.

7. The method of claim 6, wherein said approving the approval task according to the approval node and the approval allocation rule comprises:

determining a current approval user corresponding to the current approval node according to the approval allocation rule, and allocating the approval task to terminal equipment used by the current approval user for approval of the current approval user to obtain a first approval result;

when the first examination result indicates that examination passes and the upper examination node configuration item in the examination allocation rule is not null, taking the examination node indicated by the configuration value in the upper examination node configuration item as a new examination node, and acquiring the examination allocation rule corresponding to the new examination node;

and carrying out approval processing on the approval task according to the new approval node and the approval allocation rule corresponding to the new approval node.

8. A work order distribution apparatus, comprising:

9. An electronic device, comprising:

at least one processor; and

a memory communicatively coupled to the at least one processor; wherein,,

the memory stores one or more computer programs executable by the at least one processor to enable the at least one processor to perform the work order allocation method of any of claims 1-7.

10. A computer readable storage medium, on which a computer program is stored, characterized in that the computer program, when being executed by a processor, implements the work order allocation method according to any of claims 1-7.