CN116187683A

CN116187683A - Work order distribution method, device, equipment and storage medium

Info

Publication number: CN116187683A
Application number: CN202310009673.2A
Authority: CN
Inventors: 肖炜坚; 罗宇麟; 詹美琪; 张蕾; 陈树鸿; 岳和顺; 蔡方义; 彭驰; 王佳成; 孙琦夫; 张琼; 周远阳
Original assignee: China United Network Communications Group Co Ltd
Current assignee: China United Network Communications Group Co Ltd
Priority date: 2023-01-04
Filing date: 2023-01-04
Publication date: 2023-05-30

Abstract

The application discloses a work order distribution method, a device, equipment and a storage medium, which relate to the technical field of data processing and are used for improving the accuracy and efficiency of work order distribution. The method comprises the following steps: n worksheet allocation rules are selected from a plurality of preset worksheet allocation rules to form a target rule set, each worksheet allocation rule in the plurality of worksheet allocation rules corresponds to one priority, priorities corresponding to different worksheet allocation rules are different, and N is a positive integer; screening at least one work order processing unit from a plurality of work order processing units based on a target rule set aiming at a target work order to be handled, wherein the work order processing unit is a work unit for processing the work order to be handled; and evaluating the target rule set to obtain evaluation parameters corresponding to the target rule set, determining a target work order processing unit for processing the target work order to be processed from at least one work order processing unit, wherein the evaluation parameters are used for indicating the accuracy of the target rule set for screening the work order processing unit.

Description

Work order distribution method, device, equipment and storage medium

Technical Field

The present disclosure relates to the field of communications technologies, and in particular, to a work order allocation method, apparatus, device, and storage medium.

Background

Work order distribution can be carried out through a manual or rule engine at present, specifically, when work order distribution is carried out through a manual mode, work order acceptors can receive work orders (such as complaints report work orders, opinion suggestion work orders and information consultation work orders) in a background system, then responsibility units corresponding to the work orders are judged according to personal experience, and the work orders are allocated to the responsibility units corresponding to the work orders. When the work order is distributed in a rule engine mode, the relation between the work order distribution rules can be logically calculated based on the AND and OR expressions, so that the work order distribution rules are calculated to obtain the responsibility units corresponding to the work order, and the work order is allocated to the responsibility units corresponding to the work order.

In the method, when the work order is distributed manually, the experience of the work order acceptors on the work order distribution service and the proficiency of the work order acceptors on the work order distribution service are needed to be relied on, so that the accuracy of work order distribution is low, and a large amount of manpower is needed to be consumed. When the work order is distributed in a rule engine mode, the relation between work order distribution rules needs to be logically calculated by adopting an AND expression and an OR expression, and when the work order distribution rules are calculated by adopting the calculation method, the work order acceptance personnel cannot easily understand the work order distribution rules, cannot easily configure the work order distribution rules and can easily make mistakes when the work order distribution is carried out. Therefore, the accuracy and the efficiency of the work order distribution are low.

Disclosure of Invention

The application provides a work order distribution method, device, equipment and storage medium, which are used for solving the problem that logic calculation is easy to make mistakes when work order distribution is carried out in a manual mode by relying on manpower and a rule engine mode, so that the accuracy and efficiency of work order distribution are improved.

In order to achieve the above purpose, the present application adopts the following technical scheme:

in a first aspect, a method for allocating worksheets is provided, including: n worksheet allocation rules are selected from a plurality of preset worksheet allocation rules to form a target rule set, each worksheet allocation rule in the plurality of worksheet allocation rules corresponds to one priority, priorities corresponding to different worksheet allocation rules are different, and N is a positive integer; screening at least one work order processing unit from a plurality of work order processing units based on a target rule set aiming at a target work order to be handled, wherein the work order processing unit is a work unit for processing the work order to be handled; and evaluating the target rule set to obtain evaluation parameters corresponding to the target rule set, determining a target work order processing unit for processing the target work order to be processed from at least one work order processing unit, wherein the evaluation parameters are used for indicating the accuracy of the target rule set for screening the work order processing unit.

In one possible implementation, the target to-do worksheet includes the following pieces of information: work order area, work order business type; selecting N worksheet allocation rules from a plurality of preset worksheet allocation rules to form a target rule set, wherein the method comprises the following steps: based on multiple pieces of information included in the target to-be-handled work order, N work order allocation rules are selected from a plurality of work order allocation rules which are preset to form a target rule set, and one piece of information in the multiple pieces of information corresponds to one work order allocation rule in the N work order allocation rules.

In one possible implementation, for a target to-be-handled work order, selecting at least one work order processing unit from a plurality of work order processing units based on a target rule set includes: determining the arrangement sequence of N work order allocation rules based on the priority corresponding to each work order allocation rule in N work order allocation rules included in the target rule set; aiming at a target to-be-handled work order, according to the arrangement sequence of N work order allocation rules included in a target rule set, based on an ith work order allocation rule in the N work order allocation rules, M work order processing units are screened out from a plurality of work order processing units to obtain an ith list, i is a positive integer smaller than or equal to N, and M is a positive integer; based on the (i+1) th work order allocation rule in the N work order allocation rules, screening out P work order processing units from M work order processing units included in the (i) th list to obtain the (i+1) th list; when i+1 is equal to N, the P work order processing units are at least one work order processing unit, and P is a positive integer less than or equal to M.

In one possible implementation, the method further includes: based on the evaluation parameters corresponding to the target rule set, adding the target rule set into a rule set list, wherein the rule set list comprises a plurality of rule sets, and each rule set in the plurality of rule sets corresponds to one evaluation parameter; the plurality of rule sets are ordered based on an evaluation parameter corresponding to each of the plurality of rule sets included in the rule set list.

In a second aspect, there is provided a work order distribution apparatus, comprising: a processing unit and a determining unit; the processing unit is used for selecting N work order allocation rules from a plurality of work order allocation rules which are preset to form a target rule set, each work order allocation rule in the plurality of work order allocation rules corresponds to one priority, priorities corresponding to different work order allocation rules are different, and N is a positive integer; the processing unit is also used for screening at least one work order processing unit from a plurality of work order processing units based on the target rule set aiming at the target work order to be processed, wherein the work order processing unit is a work unit for processing the work order to be processed; the processing unit is also used for evaluating the target rule set to obtain evaluation parameters corresponding to the target rule set, wherein the evaluation parameters are used for indicating the accuracy of the target rule set for screening the work order processing units; and the determining unit is used for determining a target work order processing unit for processing the target work order to be processed from at least one work order processing unit.

In one possible implementation, the target to-do worksheet includes the following pieces of information: work order area, work order business type; the processing unit is further used for selecting N work order allocation rules from a plurality of work order allocation rules which are preset to form a target rule set based on multiple pieces of information included in the target work order to be handled, and one piece of information in the multiple pieces of information corresponds to one work order allocation rule in the N work order allocation rules.

In one possible implementation manner, the determining unit is further configured to determine an arrangement order of the N work order allocation rules based on a priority corresponding to each work order allocation rule in the N work order allocation rules included in the target rule set; the processing unit is further used for screening M work order processing units from the plurality of work order processing units according to the arrangement sequence of N work order allocation rules included in the target rule set and based on the ith work order allocation rule in the N work order allocation rules to obtain an ith list, i is a positive integer smaller than or equal to N, and M is a positive integer; the processing unit is also used for screening out P work order processing units from M work order processing units included in the ith list based on the (i+1) th work order distribution rule in the N work order distribution rules to obtain the (i+1) th list; when i+1 is equal to N, the P work order processing units are at least one work order processing unit, and P is a positive integer less than or equal to M.

In a possible implementation manner, the processing unit is further configured to add the target rule set to a rule set list based on an evaluation parameter corresponding to the target rule set, where the rule set list includes a plurality of rule sets, and each rule set in the plurality of rule sets corresponds to one evaluation parameter; and the processing unit is further used for sorting the rule sets based on the evaluation parameters corresponding to each rule set in the rule sets included in the rule set list.

In a third aspect, an electronic device, comprising: a processor and a memory; wherein the memory is configured to store one or more programs, the one or more programs comprising computer-executable instructions that, when executed by the electronic device, cause the electronic device to perform a work order allocation method as in the first aspect.

In a fourth aspect, there is provided a computer readable storage medium storing one or more programs, the one or more programs comprising instructions, which when executed by a computer, cause the computer to perform a work order allocation method as in the first aspect.

The application provides a work order distribution method, a device, equipment and a storage medium, which are applied to a scene of work order distribution. When the work orders are required to be distributed, N work order distribution rules can be selected from a plurality of work order distribution rules with a priority corresponding to each preset work order distribution rule to form a target rule set. Further, for the target to-be-handled worksheets, at least one worksheet processing unit is selected from the plurality of worksheet processing units based on the target rule set. And further, evaluating the target rule set to obtain evaluation parameters which correspond to the target rule set and are used for indicating the accuracy of the target rule set to screen the work order processing units, and determining the target work order processing units for processing the target work order to be processed from at least one work order processing unit. Through the method, when the worksheets are required to be distributed, N worksheet distribution rules can be selected from a plurality of preset worksheet distribution rules to form a target rule set, and then at least one worksheet processing unit corresponding to the target worksheet is selected from the plurality of worksheet processing units based on the target rule set, so that the target worksheet processing unit for processing the target worksheet is determined from the at least one worksheet processing unit. Therefore, the problem that logic calculation is easy to make mistakes because the manual work order distribution is performed by adopting an AND expression and an OR expression and the manual work order distribution is performed by relying on manpower through a rule engine is solved. Therefore, the accuracy and the efficiency of the work order distribution are improved.

Drawings

FIG. 1 is a schematic diagram of a work order distribution system according to an embodiment of the present application;

FIG. 2 is a schematic diagram of another work order distribution system according to an embodiment of the present application;

FIG. 3 is a schematic structural diagram of a work order allocation rule set calculation module according to an embodiment of the present application;

FIG. 4 is a flowchart illustrating a method for work order allocation according to an embodiment of the present application;

FIG. 5 is a schematic diagram of a to-do worksheet detail interface provided by an embodiment of the present application;

FIG. 6 is a second flowchart of a work order allocation method according to an embodiment of the present disclosure;

fig. 7 is a flowchart of a work order allocation method according to an embodiment of the present application;

fig. 8 is a schematic flow chart diagram of a work order allocation method according to an embodiment of the present application;

FIG. 9 is a schematic diagram of a worksheet allocation rule set list provided in an embodiment of the present application;

FIG. 10 is a schematic structural diagram of a worksheet distribution device according to an embodiment of the present application;

fig. 11 is a schematic structural diagram of an electronic device according to an embodiment of the present application.

Detailed Description

The technical solutions in the embodiments of the present application will be described below with reference to the drawings in the embodiments of the present application.

In the description of the present application, "/" means "or" unless otherwise indicated, for example, a/B may mean a or B. "and/or" herein is merely an association relationship describing an association object, and means that three relationships may exist, for example, a and/or B may mean: a exists alone, A and B exist together, and B exists alone. Further, "at least one", "a plurality" means two or more. The terms "first," "second," and the like do not limit the number and order of execution, and the terms "first," "second," and the like do not necessarily differ.

The current work order acceptors can receive complaints and advice and information consultation work orders which are fed back by a plurality of citizens in a background system every day, and in order to respond to the demands of citizens in time, the work order acceptors can rapidly judge the responsibility units corresponding to the work orders according to own experience and rapidly dispatch the work orders to the responsibility units corresponding to the work orders. At present, a method for screening responsibility units corresponding to worksheets based on a rule engine is also available. A rule engine is a software system that executes a set of business rules in a production run environment, the rule engine defining the rules using a rule language conforming to a particular syntax, typically separating the rules from application code. The rules engine may receive data input, interpret business rules, and make corresponding decisions based on the business rules. The rule engine accords with the industry standard, and has high speed and high efficiency. It can be used by business analysts or auditors to easily view business rules and thereby verify whether the rules engine has executed the desired business rules.

In the method, when the work order is distributed manually, the work order acceptors have huge workload due to the large number of work orders. Meanwhile, when the work order is distributed by relying on the experience of the work order acceptors, the accuracy of work order distribution depends on the proficiency of the work order acceptors on work order distribution business, so that the accuracy of distribution of the work orders is uneven. When the work order is distributed by a rule engine, the relation between the work order distribution rules needs to be logically calculated by using an AND expression and an OR expression, so that the work order acceptance personnel have difficulty in understanding the work order distribution rules, difficulty in configuring the work order distribution rules and easiness in error in work order distribution.

The application provides a work order distribution method, when work orders are required to be distributed, N work order distribution rules can be selected from a plurality of work order distribution rules with priority corresponding to each preset work order distribution rule to form a target rule set. Further, for the target to-be-handled worksheets, at least one worksheet processing unit is selected from the plurality of worksheet processing units based on the target rule set. And further, evaluating the target rule set to obtain evaluation parameters which correspond to the target rule set and are used for indicating the accuracy of the target rule set to screen the work order processing units, and determining the target work order processing units for processing the target work order to be processed from at least one work order processing unit. Through the method, when the worksheets are required to be distributed, N worksheet distribution rules can be selected from a plurality of preset worksheet distribution rules to form a target rule set, and then at least one worksheet processing unit corresponding to the target worksheet is selected from the plurality of worksheet processing units based on the target rule set, so that the target worksheet processing unit for processing the target worksheet is determined from the at least one worksheet processing unit. Therefore, the problem that logic calculation is easy to make mistakes because the manual work order distribution is performed by adopting an AND expression and an OR expression and the manual work order distribution is performed by relying on manpower through a rule engine is solved. Therefore, the accuracy and the efficiency of the work order distribution are improved.

The work order distribution method provided by the embodiment of the application can be applied to a work order distribution system. Fig. 1 shows a schematic diagram of the construction of a work order distribution system. As shown in fig. 1, the work order distribution system 20 includes: a server 21 and a terminal device 22. The server 21 is configured to preset a plurality of work order allocation rules through the terminal device 22, send the preset plurality of work order allocation rules to the terminal device 22, screen at least one work order processing unit from the plurality of work order processing units based on a target rule set for a target work order to be handled, and send the at least one work order processing unit to the terminal device 22; the terminal device 22 is configured to select N worksheet allocation rules from a plurality of preset worksheet allocation rules to form a target rule set, send the target rule set to the server 21, receive the target to-be-handled worksheets and the plurality of worksheet processing units, send the target to-be-handled worksheets and the plurality of worksheet processing units to the server 21, evaluate the target rule set by a worksheet acceptance person to obtain evaluation parameters corresponding to the target rule set, and determine the target worksheet processing unit for processing the target to-be-handled worksheets from at least one worksheet processing unit, so as to implement the worksheet allocation by the server 21 and the terminal device 22.

Fig. 2 shows a schematic diagram of a work order distribution system. As shown in fig. 2, the work order distribution system 30 includes: the system comprises a work order acceptance person 31, a work order flow system 32, a work order allocation rule set calculation module 33 and a work order allocation rule set configuration module 34. The work order acceptors 31 are used to access the target work order to be handled through the work order transfer system 32, and select N work order allocation rules from the preset multiple work order allocation rules through the work order allocation rule set configuration module 34 to form the target rule set (specifically, the work order acceptors 31 enter the work order allocation rule set configuration module 34, the work order allocation rule set configuration module 34 will display the list of the work order allocation rule sets already configured by all the work order acceptors, the fields displayed by the list of the work order allocation rule sets include the work order allocation rule set name, creator and evaluation score, the work order allocation rule set configuration module 34 can provide the function of adding, modifying and deleting the work order allocation rule sets for the work order acceptors 31, for example, the work order acceptors 31 can click on the newly added work order allocation rule sets to enter the configuration interface of the work order allocation rule sets, the configuration interface of the work order distribution rule set comprises a plurality of work order rules and the priority corresponding to each work order rule in the plurality of work order rules, after the work order acceptors 31 finish editing the work order distribution rule set, click and save the list page of the work order distribution rule set to be returned and generate a new work order distribution rule set, meanwhile, in the list page interface of the work order distribution rule set, the appointed work order distribution rule set can be selected, the selected work order distribution rule set is marked as the work order distribution rule set which is currently used, the target rule set is evaluated through the work order transfer system 32 (specifically, after the work order interface loading is finished, the work order acceptors 31 can see the list of the work order processing units after screening through the work order detail interface of the work order transfer system 32, the work order taker may score the work order allocation rule set used for this calculation based on determining whether the list of work order processing units is accurate) and determine, via the work order transfer system 32, a target work order processing unit for processing the target work order from the at least one work order processing unit (i.e., performing work order allocation with reference to the list of work order processing units).

The work order circulation system 32 is configured to receive a target work order to be handled, send the target work order to the work order allocation rule set calculation module 33, send a plurality of work order processing units to the work order allocation rule set calculation module 33 (specifically, after the work order acceptors 31 open the work order detail interface of the work order circulation system 32, the work order circulation system 32 will acquire multiple pieces of information of the total work order processing units and the target work order to be handled, and send the total work order processing units and multiple pieces of information of the target work order to be handled to the work order allocation rule set calculation module 33) and receive at least one work order processing unit returned from the work order allocation rule set calculation module 33; the work order allocation rule set calculation module 33 is configured to read a target rule set from the work order allocation rule set configuration module 34, and to screen out at least one work order processing unit from a plurality of work order processing units sent by the work order transfer system 32 based on the target rule set, and to return at least one work order processing unit to the work order transfer system 32 (the work order allocation rule set calculation module 33 may sequentially calculate the work order allocation rule in the target rule set according to the priority corresponding to each work order allocation rule in the target rule set, and display the calculated result on the detail interface of the work order to be handled of the work order transfer system 32); the work order assignment rule set configuration module 34 is used to save the target rule set.

Fig. 3 shows a schematic diagram of a work order allocation rule set calculation module. The work order allocation rule set calculation module 33 includes a responsibility filter No. 331, a responsibility filter No. two 332, and a responsibility filter No. N (N is a positive integer greater than 2) 333. The first responsibility filter 331 is configured to receive multiple pieces of information and a full-quantity work order processing unit (i.e., multiple work order processing units) included in the target work order, screen out M work order processing units from the full-quantity work order processing unit to obtain a 1 st list based on the multiple pieces of information included in the target work order and a 1 st work order allocation rule in the N work order allocation rules, and send the 1 st list to the second responsibility filter 332; the second responsibility filter 332 is configured to screen P work order processing units from M work order processing units included in the 1 st list to obtain the 2 nd list based on multiple pieces of information included in the target work order and the 2 nd work order allocation rule in the N work order allocation rules; the N-th responsibility filter 333 is configured to screen out at least one work order processing unit from the work order processing units included in the nth list based on the plurality of pieces of information included in the target work order to be handled.

A method for allocating worksheets according to an embodiment of the present application is described below with reference to the accompanying drawings. As shown in fig. 4, the work order allocation method provided in the embodiment of the present application is applied to an electronic device, and the method includes S201-S203:

S201, selecting N work order allocation rules from a plurality of work order allocation rules which are preset to form a target rule set.

Each work order distribution rule in the plurality of work order distribution rules corresponds to one priority, the priorities corresponding to different work order distribution rules are different, and N is a positive integer.

It can be appreciated that the electronic device may select N worksheet allocation rules from a plurality of preset worksheet allocation rules to form a target rule set based on a plurality of pieces of information included in the target to-be-handled worksheet.

Optionally, a work order allocation rule set (i.e. a target rule set) may be added to the work order allocation rule set configuration module, where the work order allocation rule set may include N work order allocation rules, and the N work order allocation rules are configured according to a definition on a to-be-handled work order detail interface of the work order circulation system, and a priority is set for each work order allocation rule in the N work order allocation rules. Further, the work order allocation rule set is saved, and the work order allocation rule set is set as the work order allocation rule set currently used.

Illustratively, the target rule set may be a work order assignment rule set R1. The work order allocation rule set R1 may include two work order allocation rules, which are a work order allocation rule one and a work order allocation rule two, respectively, and may set the priority of the work order allocation rule one to 1 and the priority of the work order allocation rule two to 2. The work order allocation rule set R1 is then saved and set to the work order allocation rule set R1 currently in use.

S202, aiming at a target to-be-handled work order, screening at least one work order processing unit from a plurality of work order processing units based on a target rule set.

The work order processing unit is a work unit for processing the work order to be handled.

It can be understood that the electronic device may determine an arrangement order of the N work order allocation rules based on a priority corresponding to each work order allocation rule in the N work order allocation rules included in the target rule set, and then, for the target work order to be handled, screen at least one work order processing unit from the plurality of work order processing units based on the N work order allocation rules included in the target rule set according to the arrangement order of the N work order allocation rules included in the target rule set.

Optionally, the work order allocation rule calculation module may adopt a processing manner of a responsibility chain mode, specifically, may transmit N work order allocation rules included in the work order allocation rule set (i.e., the target rule set) into a filter chain (where the filter chain includes a plurality of filters, and each filter in the plurality of filters corresponds to a work order allocation rule) according to a priority corresponding to each work order allocation rule in the N work order allocation rules, and then screen out a work order processing unit meeting the requirement according to a scheduling rule (i.e., the work order allocation rule) in each filter in the filter chain. When a new work order allocation rule needs to be added into the work order allocation rule set, the new work order allocation rule can be directly inserted into the filter chain, so that the screening rule is conveniently optimized.

It should be noted that the responsibility chain mode is a design mode. In the responsibility chain mode, objects are linked together by a reference to their lower home by each of the objects to form a chain. The request is passed on this chain until some object on the chain decides to process the request. The client making this request does not know which object on the chain ultimately handled the request so that the system can dynamically reorganize and allocate responsibilities without affecting the client.

S203, evaluating the target rule set to obtain evaluation parameters corresponding to the target rule set, and determining a target work order processing unit for processing the target work order to be processed from at least one work order processing unit.

Wherein the evaluation parameter is used for indicating the accuracy of the target rule set screening work order processing unit.

It can be understood that the electronic device may evaluate the target rule set based on at least one work order processing unit selected from the plurality of work order processing units, obtain an evaluation parameter corresponding to the target rule set, and determine a target work order processing unit for processing the target work order to be handled from the at least one work order processing unit.

Optionally, at least one work order processing unit selected from the plurality of work order processing units may be displayed on the to-be-handled work order detail interface for reference by the work order acceptors. The worksheet acceptors may score the recommended results and perform worksheet allocation with reference to the selected at least one worksheet processing unit (i.e., determine a target worksheet processing unit of the processing target to-be-handled worksheets from the at least one worksheet processing unit). Based on the action workflow engine, a single-multiple-dispatch function can be provided through the work order transfer system, specifically, a work order acceptors can dispatch one to-be-handled work order to a plurality of work order processing units to form a plurality of sub work orders (one of the plurality of sub work orders corresponds to one work order processing unit), and independent processing deadlines of the sub work orders are set.

By way of example, as shown in FIG. 5, a schematic diagram of a to-do worksheet detail interface is shown. The work order acceptors can assign the work order to be handled to units 1, 2 and 3, and can make 1, 2, 3, 4 or 5 points for the recommended results.

In one design, as shown in fig. 6, in a work order allocation method provided in the embodiment of the present application, a target to-be-handled work order includes the following pieces of information: the method in the step S201 specifically includes S301:

s301, selecting N worksheet allocation rules from preset worksheet allocation rules to form a target rule set based on multiple pieces of information included in the target worksheets.

One of the plurality of pieces of information corresponds to one of the N work order allocation rules.

It may be appreciated that, based on a plurality of pieces of information included in the target to-be-handled work order, N work order allocation rules may be selected from a plurality of work order allocation rules set in advance to form the target rule set.

Optionally, the work order acceptors may select a work order allocation rule one corresponding to the "work order area" and a work order allocation rule two corresponding to the "work order service type" from a plurality of preset work order allocation rules according to the "work order area" and the "work order service type" field included in the target work order to be handled, and then the work order allocation rule one and the work order allocation rule two may form a target rule set. Based on the first work order distribution rule, if the name of the work order processing unit contains a character string of a 'work order area', the work order processing unit can be screened out; based on the second work order allocation rule, if the accepted service classification of the work order processing unit contains a character string of "work order service type", the work order processing unit can be screened out.

For example, if the work order area of the target work order to be handled is "nan shan", the work order processing unit containing "nan shan" may be selected, such as "nan shan administration"; if the work order service type of the target work order to be handled is road passenger traffic, the work order processing units containing road passenger traffic in the accepted service classification can be screened out.

In one design, as shown in fig. 7, the method for allocating worksheets provided in the embodiment of the present application specifically includes S401 to S403:

s401, determining the arrangement sequence of N work order allocation rules based on the priority corresponding to each work order allocation rule in the N work order allocation rules included in the target rule set.

It is understood that the arrangement order of the N work order allocation rules may be determined based on the priority corresponding to each of the N work order allocation rules included in the target rule set.

S402, aiming at a target to-be-handled work order, according to the arrangement sequence of N work order allocation rules included in the target rule set, screening M work order processing units from a plurality of work order processing units based on the ith work order allocation rule in the N work order allocation rules to obtain an ith list.

Wherein i is a positive integer less than or equal to N, and M is a positive integer.

It can be understood that, for the target to-be-handled worksheets, according to the arrangement sequence of the N worksheet allocation rules included in the target rule set, based on the ith worksheet allocation rule in the N worksheet allocation rules, M worksheet processing units are screened from the multiple worksheet processing units to obtain the ith list.

Illustratively, if N is 2 and i is 1. After the work order distribution rule set R1 is configured, when a work order processor opens a to-be-handled work order detail interface of the work order circulation system, the work order circulation system can send the acquired total work order processing units and multiple pieces of information of the target to-be-handled work order to the work order distribution rule calculation module, and the configured work order distribution rule set R1 is transmitted to the work order distribution rule calculation module. The work order allocation rule calculation module may input a plurality of pieces of information of the total number of work order processing units and the target work order to be handled into a first responsibility chain filter, and the first responsibility chain filter may output a filtered work order processing unit list U1 (i.e., the 1 st list) according to a rule of a work order allocation rule one (i.e., the 1 st work order allocation rule of the 2 work order allocation rules), and input the filtered work order processing unit list U1 into a second responsibility chain filter.

It should be noted that, the number of M worksheet processing units selected according to different worksheet allocation rules is different, i.e., the value of M is different.

S403, based on the (i+1) th work order allocation rule in the N work order allocation rules, screening out P work order processing units from M work order processing units included in the (i) th list to obtain the (i+1) th list.

When i+1 is equal to N, the P work order processing units are at least one work order processing unit, and P is a positive integer less than or equal to M.

It may be appreciated that, based on the i+1th work order allocation rule of the N work order allocation rules, P work order processing units may be selected from M work order processing units included in the i list to obtain the i+1th list.

Illustratively, if N is 2 and i is 1. The second responsibility chain filter outputs the filtered list U2 of the work order processing units (namely the 2 nd list) according to the rule of the work order distribution rule II (namely the 2 nd work order distribution rule in the 2 work order distribution rules), and returns the list U2 of the work order processing units to the detail interface of the work order to be handled.

In one design, as shown in fig. 8, in a work order allocation method provided in the embodiment of the present application, the method further includes S501-S502:

S501, adding the target rule set to a rule set list based on the evaluation parameters corresponding to the target rule set.

The rule set list comprises a plurality of rule sets, and each rule set in the plurality of rule sets corresponds to one evaluation parameter.

It is appreciated that the target rule set is added to the rule set list based on the evaluation parameters corresponding to the target rule set.

Optionally, the worksheet acceptors may score the worksheet allocation rule set to obtain the evaluation parameters corresponding to the worksheet allocation rule set.

S502, sorting the rule sets based on evaluation parameters corresponding to each rule set in the rule sets included in the rule set list.

It is to be appreciated that the plurality of rule sets can be ordered based on an evaluation parameter corresponding to each of the plurality of rule sets included in the rule set list.

Optionally, the evaluation parameter corresponding to the work order allocation rule set determines the display order of the work order allocation rule set in the work order allocation rule set list of the work order allocation rule set configuration module. The higher the evaluation parameter is, the higher the accuracy of the work order allocation rule set is, and the work order allocation rule set list displays the work order allocation rule sets according to the order of the evaluation parameter from high to low, so that a work order acceptance person can conveniently and self-define the work order allocation rule set with high accuracy as the work order allocation rule set used currently.

Illustratively, as shown in FIG. 9, a schematic diagram of a worksheet allocation rule set list is shown. The work order distribution rule set list comprises a rule set 1, a rule set 2, a rule set 3 and a rule set 4, wherein the creation time of the rule set 1, the rule set 2, the rule set 3 and the rule set 4 is 2022-09-01, and the work order acceptors score 95 of the rule set 1, 92 of the rule set 2, 85 of the rule set 3 and 60 of the rule set 4.

The embodiment of the application provides a work order distribution rule set configuration module, which provides a work order distribution rule set configuration interface, wherein the content of a configured work order distribution rule set comprises a plurality of work order distribution rule texts and rule priorities corresponding to each work order distribution rule text in the plurality of work order distribution rule texts. Providing a work order distribution rule analysis module (namely a work order distribution rule calculation module), wherein the work order distribution rule analysis module uses a responsibility chain mode to sequentially execute work order distribution rule texts according to the priority order of the work order distribution rules, inputs a full processing unit list and outputs a screened processing unit list. The responsibility chain mode is used, so that the configuration of the relation among the work order allocation rules is simplified, the work order acceptors only need to pay attention to the logic of the work order allocation rules, and the logic relation among the work order allocation rules is not needed to be considered, so that the configuration is simple and easy to understand.

The embodiment of the application provides a work order processing person selection interface (namely a to-be-handled work order detail interface), when the work order processing person selection interface is opened, the whole work order processing units can be sent to a work order distribution rule analysis module, a work order processing unit list screened by the work order distribution rule analysis module is received, then the work order processing unit list is displayed on the work order processing person selection interface, the step is completed by a system, the workload of manual judgment is reduced, and work order acceptors can refer to the result to distribute the work orders, so that the efficiency is improved. Meanwhile, evaluation scoring is provided when a work order processor selects an interface so that a work order acceptors give feedback, more accurate work order allocation rules can be seen by the work order acceptors preferentially, positive feedback with higher and higher work order allocation rule accuracy is formed, and work order processing efficiency is improved. The work order processing person selection interface also provides a single-multiple-assignment function, and each generated sub work order has a respective processing period, so that the work order distributed is convenient to manage.

The foregoing description of the solution provided in the embodiments of the present application has been mainly presented in terms of a method. To achieve the above functions, it includes corresponding hardware structures and/or software modules that perform the respective functions. Those of skill in the art will readily appreciate that the elements and algorithm steps of the examples described in connection with the embodiments disclosed herein may be implemented as hardware or combinations of hardware and computer software. Whether a function is implemented as hardware or computer software driven hardware depends upon the particular application and design constraints imposed on the solution. Skilled artisans may implement the described functionality in varying ways for each particular application, but such implementation decisions should not be interpreted as causing a departure from the scope of the present application.

According to the embodiment of the application, the function modules can be divided according to the method example, for example, each function module can be divided corresponding to each function, and two or more functions can be integrated in one processing module. The integrated modules may be implemented in hardware or in software functional modules. Optionally, the division of the modules in the embodiments of the present application is schematic, which is merely a logic function division, and other division manners may be actually implemented.

Fig. 10 is a schematic structural diagram of a work order distribution device according to an embodiment of the present application. As shown in fig. 10, a work order allocation device 40 is used to improve the accuracy and efficiency of allocating work orders, for example, to perform a work order allocation method shown in fig. 4. The work order distribution device 40 includes: a processing unit 401 and a determining unit 402;

a processing unit 401, configured to select N worksheet allocation rules from a plurality of preset worksheet allocation rules to form a target rule set, where each worksheet allocation rule in the plurality of worksheet allocation rules corresponds to a priority, priorities corresponding to different worksheet allocation rules are different, and N is a positive integer;

The processing unit 401 is further configured to screen, for a target to-be-handled work order, at least one work order processing unit from a plurality of work order processing units based on the target rule set, where the work order processing unit is a work unit for processing the to-be-handled work order;

the processing unit 401 is further configured to evaluate the target rule set to obtain an evaluation parameter corresponding to the target rule set, where the evaluation parameter is used to indicate accuracy of the target rule set in screening a processing unit of the work order;

a determining unit 402, configured to determine a target work order processing unit for processing the target to-be-handled work order from at least one work order processing unit.

In one possible implementation, the target to-do worksheet includes the following pieces of information: work order area, work order business type; the processing unit 401 is further configured to select N worksheet allocation rules from a plurality of preset worksheet allocation rules to form a target rule set based on a plurality of pieces of information included in the target to-be-handled worksheet, where one piece of information in the plurality of pieces of information corresponds to one worksheet allocation rule in the N worksheet allocation rules.

In a possible implementation manner, the determining unit 402 is further configured to determine an arrangement order of the N work order allocation rules based on a priority corresponding to each work order allocation rule in the N work order allocation rules included in the target rule set; the processing unit 401 is further configured to screen out M work order processing units from the multiple work order processing units according to the arrangement sequence of N work order allocation rules included in the target rule set, based on the i-th work order allocation rule in the N work order allocation rules, to obtain an i-th list, where i is a positive integer less than or equal to N, and M is a positive integer; the processing unit 401 is further configured to screen out P work order processing units from M work order processing units included in the i list based on the i+1th work order allocation rule in the N work order allocation rules to obtain the i+1th list; when i+1 is equal to N, the P work order processing units are at least one work order processing unit, and P is a positive integer less than or equal to M.

In a possible implementation manner, the processing unit 401 is further configured to add the target rule set to a rule set list based on an evaluation parameter corresponding to the target rule set, where the rule set list includes a plurality of rule sets, and each rule set in the plurality of rule sets corresponds to one evaluation parameter; the processing unit 401 is further configured to sort the rule sets based on the evaluation parameters corresponding to each rule set in the rule sets included in the rule set list.

In the case of implementing the functions of the integrated modules in the form of hardware, the embodiments of the present application provide a possible structural schematic diagram of the electronic device involved in the above embodiments. As shown in fig. 11, an electronic device 60 is provided for improving the accuracy and efficiency of work order allocation, for example, for performing a work order allocation method as shown in fig. 4. The electronic device 60 comprises a processor 601, a memory 602 and a bus 603. The processor 601 and the memory 602 may be connected by a bus 603.

The processor 601 is a control center of the communication device, and may be one processor or a collective term of a plurality of processing elements. For example, the processor 601 may be a general-purpose central processing unit (central processing unit, CPU), or may be another general-purpose processor. Wherein the general purpose processor may be a microprocessor or any conventional processor or the like.

As one example, processor 601 may include one or more CPUs, such as CPU 0 and CPU 1 shown in fig. 11.

The memory 602 may be, but is not limited to, a read-only memory (ROM) or other type of static storage device that can store static information and instructions, a random access memory (random access memory, RAM) or other type of dynamic storage device that can store information and instructions, or an electrically erasable programmable read-only memory (EEPROM), magnetic disk storage or other magnetic storage device, or any other medium that can be used to carry or store desired program code in the form of instructions or data structures and that can be accessed by a computer.

As a possible implementation, the memory 602 may exist separately from the processor 601, and the memory 602 may be connected to the processor 601 through the bus 603 for storing instructions or program codes. The processor 601, when calling and executing instructions or program code stored in the memory 602, is capable of implementing a work order allocation method provided in the embodiments of the present application.

In another possible implementation, the memory 602 may also be integrated with the processor 601.

Bus 603 may be an industry standard architecture (industry standard architecture, ISA) bus, a peripheral component interconnect (peripheral component interconnect, PCI) bus, or an extended industry standard architecture (extended industry standard architecture, EISA) bus, among others. The bus may be classified as an address bus, a data bus, a control bus, etc. For ease of illustration, only one thick line is shown in FIG. 11, but not only one bus or one type of bus.

It should be noted that the structure shown in fig. 11 does not constitute a limitation of the electronic device 60. The electronic device 60 may include more or fewer components than shown in fig. 11, or may combine certain components or a different arrangement of components.

As an example, in connection with fig. 10, the processing unit 401 and the determining unit 402 in the work order allocation device 40 realize the same functions as those of the processor 601 in fig. 11.

Optionally, as shown in fig. 11, the electronic device 60 provided in the embodiment of the present application may further include a communication interface 604.

Communication interface 604 for connecting with other devices via a communication network. The communication network may be an ethernet, a radio access network, a wireless local area network (wireless local area networks, WLAN), etc. The communication interface 604 may include a receiving unit for receiving data and a transmitting unit for transmitting data.

In one design, the electronic device provided in the embodiments of the present application may further include a communication interface integrated into the processor.

From the above description of embodiments, it will be apparent to those skilled in the art that the foregoing functional unit divisions are merely illustrative for convenience and brevity of description. In practical applications, the above-mentioned function allocation may be performed by different functional units, i.e. the internal structure of the device is divided into different functional units, as needed, to perform all or part of the functions described above. The specific working processes of the above-described systems, devices and units may refer to the corresponding processes in the foregoing method embodiments, which are not described herein.

The embodiment of the application further provides a computer readable storage medium, in which instructions are stored, and when the computer executes the instructions, the computer executes each step in the method flow shown in the method embodiment.

Embodiments of the present application provide a computer program product comprising instructions which, when run on a computer, cause the computer to perform a work order allocation method as in the method embodiments described above.

The 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 a combination of any of the foregoing. More specific examples (a non-exhaustive list) of the computer-readable storage medium would include the following: electrical connections having one or more wires, portable computer diskette, hard disk. Random access memory (random access memory, RAM), read-only memory (ROM), erasable programmable read-only memory (erasable programmable read only memory, EPROM), registers, hard disk, optical fiber, portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any other form of computer-readable storage medium suitable for use by a person or combination of the foregoing, or as a value in the art.

An exemplary storage medium is coupled to the processor such the processor can read information from, and write information to, the storage medium. In the alternative, the storage medium may be integral to the processor. The processor and the storage medium may reside in an application specific integrated circuit (application specific integrated circuit, ASIC).

In the context of the present application, 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.

Since the electronic device, the computer readable storage medium, and the computer program product in the embodiments of the present application may be applied to the above-mentioned method, the technical effects that can be obtained by the electronic device, the computer readable storage medium, and the computer program product may also refer to the above-mentioned method embodiments, and the embodiments of the present application are not repeated herein.

The foregoing is merely a specific embodiment of the present application, but the protection scope of the present application is not limited thereto, and any changes or substitutions within the technical scope of the present disclosure should be covered in the protection scope of the present application.

Claims

1. A method of worksheet allocation, the method comprising:

selecting N worksheet allocation rules from a plurality of preset worksheet allocation rules to form a target rule set, wherein each worksheet allocation rule in the plurality of worksheet allocation rules corresponds to one priority, priorities corresponding to different worksheet allocation rules are different, and N is a positive integer;

screening at least one work order processing unit from a plurality of work order processing units based on the target rule set aiming at a target work order to be handled, wherein the work order processing unit is a work unit for processing the work order to be handled;

And evaluating the target rule set to obtain an evaluation parameter corresponding to the target rule set, and determining a target work order processing unit for processing the target work order to be handled from the at least one work order processing unit, wherein the evaluation parameter is used for indicating the accuracy of the target rule set for screening the work order processing unit.

2. The method of claim 1, wherein the target to-do worksheet includes a plurality of information: work order area, work order business type;

the selecting N worksheet allocation rules from the preset plurality of worksheet allocation rules to form a target rule set comprises the following steps:

and selecting the N work order allocation rules from the preset plurality of work order allocation rules to form the target rule set based on the pieces of information included in the target work order to be handled, wherein one piece of information in the pieces of information corresponds to one work order allocation rule in the N work order allocation rules.

3. The method according to claim 1 or 2, wherein the screening at least one work order processing unit from a plurality of work order processing units based on the target rule set for the target to-do work order comprises:

Determining the arrangement sequence of the N work order allocation rules based on the priority corresponding to each work order allocation rule in the N work order allocation rules included in the target rule set;

aiming at a target to-be-handled work order, according to the arrangement sequence of the N work order allocation rules included in the target rule set, based on the ith work order allocation rule in the N work order allocation rules, M work order processing units are screened out from the plurality of work order processing units to obtain an ith list, i is a positive integer smaller than or equal to N, and M is a positive integer;

based on the (i+1) th work order allocation rule in the N work order allocation rules, screening out P work order processing units from the M work order processing units included in the (i) th list to obtain the (i+1) th list; when i+1 is equal to N, the P work order processing units are the at least one work order processing unit, and P is a positive integer less than or equal to M.

4. The method according to claim 1 or 2, characterized in that the method further comprises:

based on the evaluation parameters corresponding to the target rule set, adding the target rule set into a rule set list, wherein the rule set list comprises a plurality of rule sets, and each rule set in the plurality of rule sets corresponds to one evaluation parameter;

And sorting the rule sets based on the evaluation parameters corresponding to each rule set in the rule sets included in the rule set list.

5. A work order distribution apparatus, characterized in that the work order distribution apparatus comprises: a processing unit and a determining unit;

the processing unit is used for selecting N work order allocation rules from a plurality of work order allocation rules which are preset to form a target rule set, each work order allocation rule in the plurality of work order allocation rules corresponds to one priority, priorities corresponding to different work order allocation rules are different, and N is a positive integer;

the processing unit is further used for screening at least one work order processing unit from a plurality of work order processing units based on the target rule set aiming at a target work order to be processed, wherein the work order processing unit is a work unit for processing the work order to be processed;

the processing unit is further used for evaluating the target rule set to obtain an evaluation parameter corresponding to the target rule set, wherein the evaluation parameter is used for indicating the accuracy of the target rule set for screening the work order processing units;

the determining unit is used for determining a target work order processing unit for processing the target work order to be handled from the at least one work order processing unit.

6. The work order distribution apparatus of claim 5, wherein the target to-do work order comprises a plurality of information: work order area, work order business type;

the processing unit is further configured to select the N work order allocation rules from the preset plurality of work order allocation rules to form the target rule set based on the pieces of information included in the target work order to be handled, where one piece of information in the pieces of information corresponds to one work order allocation rule in the N work order allocation rules.

7. The work order allocation apparatus according to claim 5 or 6, wherein the determining unit is further configured to determine an arrangement order of the N work order allocation rules based on a priority corresponding to each of the N work order allocation rules included in the target rule set;

the processing unit is further configured to screen out M work order processing units from the multiple work order processing units according to the order of the N work order allocation rules included in the target rule set, based on the i-th work order allocation rule in the N work order allocation rules, to obtain an i-th list, where i is a positive integer less than or equal to N, and M is a positive integer;

The processing unit is further configured to screen out P work order processing units from the M work order processing units included in the i-th list based on the i+1th work order allocation rule in the N work order allocation rules to obtain the i+1th list; when i+1 is equal to N, the P work order processing units are the at least one work order processing unit, and P is a positive integer less than or equal to M.

8. The work order distribution apparatus according to claim 5 or 6, wherein the processing unit is further configured to add the target rule set to a rule set list based on an evaluation parameter corresponding to the target rule set, the rule set list including a plurality of rule sets, each rule set in the plurality of rule sets corresponding to one evaluation parameter;

the processing unit is further configured to sort the rule sets based on an evaluation parameter corresponding to each rule set in the rule sets included in the rule set list.

9. An electronic device, comprising: a processor and a memory; wherein the memory is configured to store one or more programs, the one or more programs comprising computer-executable instructions that, when executed by the electronic device, cause the electronic device to perform a work order distribution method as claimed in any one of claims 1 to 4.

10. A computer readable storage medium storing one or more programs, wherein the one or more programs comprise instructions, which when executed by a computer, cause the computer to perform a work order allocation method according to any of claims 1-4.