CN116450703B

CN116450703B - Data processing, statistics, node determination and modeling method and electronic equipment

Info

Publication number: CN116450703B
Application number: CN202310338864.3A
Authority: CN
Inventors: 杨欣润
Original assignee: Alibaba China Co Ltd
Current assignee: Alibaba China Co Ltd
Priority date: 2023-03-31
Filing date: 2023-03-31
Publication date: 2024-03-01
Anticipated expiration: 2043-03-31
Also published as: CN116450703A

Abstract

The application provides a data processing, statistics, node determination and modeling method and electronic equipment, and according to the embodiment of the application, high-efficiency analysis of standard operation program data is realized. The data processing method comprises the following steps: acquiring log data of standard operation program operation; determining at least one flow to be analyzed in standard operation program operation; wherein the flow includes at least one operational node; extracting log data of the standard operation program according to the at least one flow to obtain extraction information corresponding to each flow in the at least one flow; counting the completion information of the target index according to the corresponding extraction information for each flow; and determining the contribution degree of the operation node in each flow to the target index according to the completion information of the target index.

Description

Data processing, statistics, node determination and modeling method and electronic equipment

Technical Field

The application relates to the technical field of computer vision, in particular to a data processing, statistics, node determination and modeling method and electronic equipment.

Background

And the standard operation program (Standard Operating Procedure, SOP) refines and quantifies key distinguishing conditions in a certain service scene to form a tree-shaped flow structure. In the service scene, when customer service personnel called as second customer service personnel receive service, the SOP system can select which solution is provided for the buyer according to the preset conditions of the system node and the manual node, so that the buyer accesses the automatic answer link or the manual customer service link. However, in the current SOP system, the problem is found to be low in efficiency, and the operation and maintenance are required to consume a great deal of labor cost, and are difficult to be systemized.

Disclosure of Invention

The embodiment of the application provides a data processing, statistics, node determination and modeling method and electronic equipment, so as to realize quick and efficient discovery of the problem in SOP.

In a first aspect, an embodiment of the present application provides a data processing method, including:

acquiring log data of standard operation program operation;

determining at least one flow to be analyzed in standard operation program operation; wherein the flow includes at least one operational node;

extracting log data of a standard operation program according to at least one flow to obtain extraction information corresponding to each flow in the at least one flow;

Counting the completion information of the target index according to the corresponding extraction information for each flow;

and determining the contribution degree of the operation node in each flow to the target index according to the completion information of the target index.

In a second aspect, an embodiment of the present application provides a node determining method, including:

obtaining at least one execution start point and a plurality of execution end points of a plurality of processes of a standard job operation program; the execution start point represents an initial operation of a flow, and the execution end point represents a final operation of a plurality of flows;

obtaining the type of an operation execution end for executing the business operation between the starting point and the plurality of ending points;

determining an execution branch of a standard job operation program corresponding to each type;

for each execution branch, determining an information receiving operation and an information sending operation for sending information to other operation ends;

determining an execution condition obtaining operation for determining an execution condition for executing the information receiving operation or the information transmitting operation;

and determining an operation node in the execution branch according to the execution condition obtaining operation, the information receiving operation and the information sending operation, wherein the operation node represents at least one business operation.

In a third aspect, embodiments of the present application provide a modeling method, including:

obtaining a plurality of processes of a standard job operation program, wherein the processes comprise an execution starting point and an execution end point; the execution end point is used for obtaining target index statistical data;

determining an operation data receiving operation and an operation data sending operation to other operation terminals between an execution starting point and an execution ending point;

determining an operation node between an execution starting point and an execution end point according to the operation data receiving operation and the operation data sending operation;

generating a tree diagram branch corresponding to the flow according to the execution starting point, the execution end point and the operation node;

and according to the branches of the tree diagram, obtaining a target index analysis model of the standard operation program.

In a fourth aspect, an embodiment of the present application provides a data statistics method, including:

obtaining log data of a standard operation program; the log data is used for recording operation data sent between the user terminal and the service operation terminal when the service operation terminal executes service operation;

determining a target operation node for obtaining operation data related to a target index in the log data;

determining a preamble operation node for executing the related operation of the target operation node;

And determining an operation data statistical result related to the target index according to the operation data recorded by the target operation node and the operation data recorded by the preamble operation node.

In a fifth aspect, an embodiment of the present application provides a method for scheduling according to a statistical result, including:

determining the contribution degree of at least one operation node to a target index in the standard operation program according to the operation data statistics result of the log data of the standard operation program; at least one operation node including a target operation node for obtaining operation data related to a target index in a standard job program, and a preamble operation node for performing an operation related to the target operation node;

and determining a scheduling result for adjusting the operation in the standard operation program executed by at least one operation node according to the contribution degree.

In a sixth aspect, an embodiment of the present application provides an operation data display method, including:

receiving a display instruction for requesting to display operation data; wherein the operation data comprises at least one flow, and the flow comprises at least one operation node;

determining the service type according to the display instruction;

according to the service type, displaying the operation data processing result in the target card; the operation data processing result comprises a target index completion result corresponding to at least one flow, at least one operation node and the operation node.

In a seventh aspect, an embodiment of the present application provides an interface interaction method, including:

displaying a category information confirmation interface according to a received display instruction for displaying operation data;

displaying the operation data processing result of the standard operation program of the corresponding category according to the category confirmation information received through the category information confirmation interface; the operation data processing result comprises a target index completion result corresponding to at least one flow, at least one operation node and the operation node;

receiving an operation instruction for an operation data processing result, and changing a display form of the operation data processing result; the presentation form comprises at least one of a tree diagram, a statistical result of a straight-through end for at least one operation in the standard job program and a statistical diagram for the target index.

In an eighth aspect, embodiments of the present application provide an electronic device including a memory, a processor, and a computer program stored on the memory, the processor implementing the method of any one of the above when the computer program is executed.

In a ninth aspect, embodiments of the present application provide a computer-readable storage medium having a computer program stored therein, the computer program implementing a method according to any one of the preceding claims when executed by a processor.

Compared with the prior art, the application has the following advantages:

according to the data processing method provided by the embodiment of the application, the target index completion information is analyzed for each operation node of the SOP, the contribution degree of the operation node of at least one flow in the SOP to the target index completion result, the target index completion result or the specific quantitative evaluation result is determined, a perfect SOP operation analysis system is established, the traditional operation mode is changed, and the data processing is comprehensively and multi-dimensionally carried out when the SOP is evaluated. Through the refined problem positioning capability, the optimization action of an operator is simplified, so that the operator does not need to make blind optimization attempts by guessing reasons. And (5) producing an optimization methodology through precipitation history optimization actions and corresponding effect data. Meanwhile, according to the SOP analysis method provided by the embodiment of the application, the log data of the SOP are analyzed according to the preset target index, so that linkage between the design end and the execution end is facilitated through the data when the SOP is written in multiple parties, and the view angle of the SOP operation due to the problem is widened.

The foregoing description is merely an overview of the technical solutions of the present application, and in order to make the technical means of the present application more clearly understood, it is possible to implement the present application according to the content of the present specification, and in order to make the above and other objects, features and advantages of the present application more clearly understood, the following detailed description of the present application will be given.

Drawings

In the drawings, the same reference numerals refer to the same or similar parts or elements throughout the several views unless otherwise specified. The figures are not necessarily drawn to scale. It is appreciated that these drawings depict only some embodiments according to the application and are not to be considered limiting of its scope.

Fig. 1A is an application scenario schematic diagram of a data processing method according to an embodiment of the present application;

fig. 1B is an application scenario schematic diagram of an interface interaction method according to an embodiment of the present application;

FIG. 2 is a flow chart of a data processing method according to an embodiment of the present application;

fig. 3 is a schematic diagram of a common SOP operation mode in an example of the present application;

FIG. 4 is a schematic flow chart of SOP in one example of the present application;

FIG. 5 is a schematic flow chart of SOP in one example of the present application;

FIG. 6 is a visual sample illustration of one example of the present application;

FIG. 7 is a schematic diagram of an exemplary index system of the present application;

8A-8C are schematic diagrams of target index evaluation according to an example of the present application;

FIG. 9 is a schematic diagram of an exemplary interactive interface of the present application;

FIG. 10 is a schematic diagram of an exemplary interactive interface of the present application;

FIG. 11 is a three-dimensional schematic diagram of an exemplary interactive interface of the present application;

FIG. 12 is a schematic diagram of a data processing apparatus according to an embodiment of the present application; and

fig. 13 is a block diagram of an electronic device used to implement an embodiment of the present application.

Detailed Description

Hereinafter, only certain exemplary embodiments are briefly described. As will be recognized by those of skill in the pertinent art, the described embodiments may be modified in various different ways without departing from the spirit or scope of the present application. Accordingly, the drawings and description are to be regarded as illustrative in nature, and not as restrictive.

In order to facilitate understanding of the technical solutions of the embodiments of the present application, the following describes related technologies of the embodiments of the present application. The following related technologies may be optionally combined with the technical solutions of the embodiments of the present application, which all belong to the protection scope of the embodiments of the present application.

Fig. 1A is an application scenario schematic diagram of a data processing method according to an embodiment of the present application. The data processing method of the embodiment of the application can be used for acquiring and processing data for related actions of online commodity shopping of the buyer. With the development of network technology, users can realize commodity buying and selling through terminals and the Internet, so that commodity circulation convenience is improved. A third party shopping platform may exist between a buyer and a seller that buy and sell goods via the internet, for neutral keeping of shopping funds of the buyer or seller, and improving reliability of online buying and selling of goods. When a buyer purchases goods online, the buyer contacts with the commodity shop 103 through the third-party shopping platform 102 and performs commodity buying and selling activities, and in the commodity transaction process, staff of the third-party platform 102 may intervene in the commodity buying and selling process between the user and the merchant, coordinate logistics disputes, liability disputes or make special explanation on some use modes of the third-party shopping platform. After the user completes the commodity buying and selling, or uses the related system service or the manual service of the third party platform 102, the service provided by the commodity shop 103 or the third party platform is evaluated, and meanwhile, the system shown in fig. 1 also performs the related behavior record of the user purchasing the commodity online, so as to generate log data. For the log data, the data analysis device 104 can be used for analyzing and processing to obtain corresponding processing results, and the processing results can be used for feeding back information to the third-party shopping platform 102 and the commodity shop 103.

Fig. 1B is an application scenario schematic diagram of an interface interaction method provided in an embodiment of the present application. In the case where the buyer uses a network for commodity transactions, the third party platform 105 may become an facilitator and intermediary between the user terminal and the commodity business. The third party platform may use multiple staff members to undertake and complete the work that the third party platform 105 needs to perform. The multiple staff may use different working terminals, where for example, the first working terminal 106 corresponding to the customer service staff, the second working terminal 107 corresponding to the dispatcher, and the third working terminal 108 corresponding to the operator may be included, the different working terminals may view the data processing results of the log data of the commodity buying and selling process participated in by the third party platform 105, and on the viewed interactive interface, the customer service staff, the dispatcher, and the operator may send interactive instructions through the interactive interface, and display contents of different dimensions of the data analysis results according to the interactive instructions.

In one implementation manner, in the interface interaction scenario shown in fig. 1B, the fourth working terminal 109 corresponding to the merchant may be further used as one of the querying parties of the interaction interface to provide the merchant with permission and entry for querying the interaction interface, so that the merchant participates in the interface interaction by using the configured permission and entry, and obtains the data processing result required by the merchant in the commodity transaction process.

An embodiment of the present application provides a data processing method, where a flow is shown with reference to fig. 2, and includes:

step S201, log data of standard job program operations is acquired.

In a standard operation program, standard operation steps and requirements of a certain event are described in a unified format and are used for guiding and standardizing daily work. SOP quantifies details, and in colloquial terms, SOP refines and quantifies key control points in a program. In the actual implementation process, the SOP core is in line with the enterprise and can be implemented without flowing in a form.

In the standard operation procedure, each node of a set flow or each operation of a related user on the electronic device generates a corresponding operation log, and operations such as extraction, cleaning, structuring and the like can be performed on the operation log to obtain log data.

The log data in the embodiment of the present application may be structured data obtained by structuring an operation log. Structured data, also called row data, is data logically expressed and implemented by a two-dimensional table structure, strictly following data format and length specifications, and is stored and managed mainly by relational databases. The log data may be stored in a network database, in which network behavior is recorded in its entirety.

Step S202, determining at least one flow needing to be analyzed in the operation of a standard operation program; wherein the flow includes at least one operational node.

In this embodiment, the standard job program may include at least one job flow. For example, standard operation procedures in a production process may include a purchasing procedure, which may be classified into checking a purchasing order, determining a candidate purchasing party, querying candidate purchasing party information, communicating with a candidate purchasing party, obtaining candidate purchasing party material, consulting candidate purchasing party material, querying a candidate purchasing party quotation table, obtaining a candidate purchasing party quotation table, checking a candidate purchasing party quotation table, screening candidate purchasing parties for a given purchasing party, sending an offer commitment to a given purchasing party, making a purchasing contract with a given purchasing party, generating a purchasing order, purchasing an item transport, and confirming receipt of a purchased item.

In the embodiment of the application, the standard operation program may include a plurality of processes. For example, application (APP) may include commodity purchase procedures, customer service procedures, after-market commodity procedures, applet-related service procedures, and the like. The log data generated by the standard operation program for shopping application can include commodity purchasing flow, customer service flow, commodity after-sales flow, logistics after-sales flow, small program related service flow and the like. For a product, an APP, there may be a series of standard job operations, where multiple flows included may include a common execution node, multiple flows of standard job operations may be developed from a root node, or multiple flows may be continued from different root nodes. The at least one flow to be analyzed in the standard job program operation may be at least one of the flows included in the standard job program operation.

In this embodiment, the operation node may correspond to one step in the standard operation program, and the step corresponding to the operation node may be a preset standardized step. The operational nodes may include system nodes and human nodes. The system node is a condition node automatically judged by the system in the SOP structure, and can be an intelligent terminal. The artificial node is a condition node requiring the participation of the user/server in the judgment in the SOP structure, and can be an artificial terminal. The intelligent terminal is a part of the intelligent question-answering service robot for receiving the service. The manual end is a part of the customer service small two-support service. In this embodiment, for example, for shopping APP, the commodity purchasing process may include operation nodes such as commodity recommendation, commodity browsing, shopping cart adding, shopping information inquiry, ordering, payment, shipping, cargo transportation, receiving and evaluating. The system can be used for generating information sent to a buyer terminal according to the received information or executing recording operation of the received information. And the operation node for inquiring the shopping information can comprise a manual node and a system node, wherein the manual node is used for replying to personalized questions, and the system node is used for replying to common questions or questions in a uniform format.

In particular implementations, different operational nodes may involve different execution modules or subsystems. For example, the operation node for commodity recommendation can be a recommendation module, and recommendation information is generated according to user preference information recorded by the system and pushed to the terminal of the user. The operation node for commodity browsing may be a log recording module, and the commodity browsing information may be recorded according to the behavior of the user for browsing the commodity.

Step S203, extracting the log data of the standard operation program according to at least one flow, and obtaining the extraction information corresponding to each flow in the at least one flow.

In this embodiment, the log data of the standard job program may include a plurality of processes of the standard job program, and other processes may be redundant and unnecessary except for the process needing to be evaluated, so only part of the log data corresponding to at least one process to be evaluated is needed.

For example, the log data includes total data of commodity purchasing flows, customer service flows, commodity after-sales flows, after-sales flows and service flows related to small programs, and if the satisfaction degree of the buyer on the commodity needs to be evaluated to determine whether the operation of the operation node related to the satisfaction degree of the buyer reaches a predetermined standard, the flow related to commodity evaluation needs to be determined as the commodity purchasing flow. Further, extraction information related to the commodity purchase flow is extracted from the log data.

Step S204, counting the completion information of the target index according to the corresponding extraction information for each flow.

In this embodiment, the target index to be analyzed may be a target index set according to the purpose of evaluating or checking the SOP. The method may include presetting a plurality of indexes of different dimensions for the SOP, and determining at least one index of the plurality of indexes of different dimensions for a specific flow as a target index in a specific analysis process for the SOP. For example, if the flow to be evaluated is a purchasing flow, the target index may be satisfaction of the purchased commodity. For another example, if the process to be evaluated is a customer service process, the target index may be a customer service duration, a customer service evaluation, or the like.

In one embodiment, the target metrics may include at least one of descriptive metrics, valuation metrics, and execution plane metrics.

The descriptive index corresponds to the dimension of the SOP and is used for evaluating whether the flow of the SOP and the structure and configuration of the operation node are reasonable or not. For example, the descriptive index may include: the number of nodes, the length of the operation path, the number of manual nodes, the number of bifurcated operation nodes, etc.

The evaluation index is used for evaluating the influence degree of the SOP quality on other factors except the SOP itself and other factors except the configuration and the relation of the SOP. For example, the evaluation index may include: execution amount, satisfaction, execution duration, rotation rate, etc.

The execution face index corresponds to a scheme design dimension and is used for evaluating whether a method and a flow related to SOP are reasonable or not. For example, the execution plane index may include: execution duration variance, execution satisfaction variance, etc.

Unlike traditional commodity buying and selling, online commodity buying and selling through a third party shopping platform has multiparty interaction and high complexity, and various aspects of process setting, module setting and scheme design can influence the online commodity buying and selling. With traditional case extraction, general SOP, it is difficult to determine why the problem exists in the online commodity buying and selling process. When the data processing method provided by the embodiment of the application is applied to the third-party shopping platform, the third-party shopping platform can be comprehensively and comprehensively analyzed by indexes with different dimensions, and the technical means of splitting SOP (system on a platform) in flow and operation node granularity are combined, so that the high-efficiency analysis of log data in the running process of the third-party shopping platform is realized by combining the indexes with multiple evaluation indexes from the aspect of the actual SOP data (log data), and symptoms and accurate attribution of problems can be found before the problems in the third-party shopping platform occur, thereby being beneficial to clearing various problems in the sprouting stage.

In one embodiment, for shopping APP, a commodity purchase flow, a customer service flow, a commodity after-sales flow, a logistics after-sales flow, and an applet related service flow may be set. Under the condition that the customer service flow needs to be evaluated and the target index is the customer service satisfaction, the extraction information of the customer service flow can be obtained from the log data, the operation node for recording the target index related data in the customer service flow, namely the operation node (evaluation node) for recording the customer service satisfaction related data, is determined, and the evaluation data recorded when the customer evaluates the customer service process is determined to be the extraction information in the log data.

The completion information of the target index may include information that the at least one operation node completed the target index. For example, when the overall yield of the target index is X1, the X2 operation nodes relate to data related to the target index, so that the contribution degree of each operation node in the X2 operation nodes to the target index is determined as the completion information of the statistically obtained target index according to the extracted data corresponding to the X2 operation nodes.

Step S205, determining the contribution degree of the operation node in each flow to the target index according to the completion information of the target index.

In this embodiment, the completion information of the target index includes at least one operation node related to the target index, and the scoring information of the dimension corresponding to the target index, for example, in the case where the target index is the execution duration, the target index completion information may be 10 minutes.

The contribution degree of the operation node in each flow to the target index can refer to how much the operation of the operation node has to complete the contribution rate of the target index.

In at least one flow requiring analysis, there may be parallel operation nodes for some steps, such as two nodes each capable of completing a step, and such parallel operation nodes may form multiple execution branches in one flow. Further, determining the degree of contribution of the operational node in each flow to the target indicator may include determining the degree of contribution of the operational node in different execution branches to the target indicator. In a specific embodiment, the number of execution branches in a flow may be consistent with the number of leaf nodes corresponding to the flow tree.

In a specific embodiment, the SOP includes a flow as shown in fig. 4, and the node in fig. 4 corresponds to the operation node in the foregoing embodiment. In the case where the flow shown in fig. 4 is a customer service flow, each execution branch corresponds to a customer service scheme. For example, in the step of node 1, according to the selection of the manual operation or the system operation by the user, scheme 1, i.e. the customer service scheme directly by manual intervention, may be implemented. In the step of the node 3, according to the selection of the user on the manual operation or the system operation, the scheme 3, that is, the scheme of manual intervention after the system operation, or the scheme 2, that is, the scheme 2, may be implemented, that is, the system operation completes the customer service process. And sending an evaluation request to the user after each flow is finished, and using the record corresponding to the user evaluation in the log data for calculating the target index of customer service satisfaction. According to the percentage of customer service satisfaction corresponding to schemes 1-3, the contribution degree of the operation node in each flow to the target index can be determined. The degree of contribution may be determined by the ratio of the number of satisfactory evaluations to the total number of evaluations.

In general, information transmission is performed between a third party shopping platform end with functions of commodity auxiliary transaction and the like and a buyer terminal APP and a seller terminal APP, so that online commodity buying and selling service is realized. The operator of the third-party shopping platform end comprises business personnel and customer service personnel (Xiao's) of a business department, the customer service personnel can execute manual operation in the process that a buyer and a seller buy and sell goods through the third-party shopping platform, the business personnel can design and improve SOP (self-service platform) aiming at the goods buying and selling process, the business execution conditions of the third-party platform department and the personnel are evaluated according to a plurality of preset indexes, and the SOP of the third-party platform or the third-party platform is improved in a back feeding mode according to an evaluation result. The coverage rate of SOP in service consultation carried by the business department of the third party platform reaches 95%, but SOP operation depends on experience, data support is lacked, problem discovery efficiency is low, operation and maintenance are required to consume a large amount of labor cost, and systemization is difficult. The problems presented therein are mainly represented by: the SOP problem discovery capability is weak, and operators can only discover the SOP problem by way of Case extraction; meanwhile, the general SOP operation lacks a systematic operation method, the problem discovery is completely dependent on manual mode walking, and the decision is completely dependent on the analysis experience of service personnel; in addition, the general SOP design and the execution of customer service personnel (xiaoyi) are mutually split, and the operator design cannot stand at the xiaoyi execution view to find problems.

By the data processing method, the operation value of the SOP can be improved, and the SOP operation mode which is originally dependent on manual example can be checked is upgraded into a digital operation mode according to the data. Taking a scene related to a third-party shopping platform as an example, the data processing method of the embodiment of the application can be compared with an original SOP manual walking way, the optimization quantity of the quantity-to-time ratio can reach 2-3 pieces/week, and when the data processing method of the embodiment of the application is experimentally implemented, the full scene 600 pieces of SOP information related to the third-party shopping platform can be monitored simultaneously, the problems in the platform operation process and SOP design problems can be found immediately, and the SOP and platform operation way can be optimized. In addition, in the scenario involving the third party shopping platform, the business personnel of the third party shopping platform can be enabled to actively operate, i.e. actively find the scenario, instead of waiting for the buyer or the seller to ask questions, and analyzing attributions again when the actual questions appear in the commodity buying and selling process. Therefore, the digitization and the normalization operation of SOP are realized. In terms of service value satisfaction, through the data processing method of the embodiment of the application, service personnel of a third-party shopping platform operator can quickly find problems and optimize scenes through SOP operation analysis data signboards, the instant satisfaction is improved by about 20pt (%), and the satisfaction found by research is improved by the same ratio of 22pt after 5 days. In service efficiency, through the data processing method of the embodiment of the application, the third-party shopping platform operator can achieve 25% reduction in the execution duration of the full-manual scene SOP.

In one embodiment, determining at least one flow to be analyzed in the standard job program operation may be determined according to the obtained log data, for example, may include: determining target data for recording at least one flow in the log data; determining a target operation node of a business operation corresponding to the target data in a standard operation program; acquiring at least one flow according to other operation nodes used for triggering the operation nodes in the standard operation program and the target operation node; the operation nodes comprise target operation nodes and other operation nodes.

In one embodiment, according to at least one flow, extracting log data of a standard job program to obtain extraction information corresponding to each flow in the at least one flow includes: obtaining data segments generated by each operation node in log data; for a single operation node, converting the content of the data segment into record information of the operation node; based on the recorded information, extraction information is obtained.

In this embodiment, the log data can be extracted in a segmented manner, so as to obtain data corresponding to at least one flow to be analyzed, which is favorable for analyzing the log data in a targeted manner.

When the embodiment of the application is applied to the analysis of the log data of the third-party shopping platform, the data extraction is carried out by taking the operation nodes and the data segments as units according to at least one flow needing to be analyzed, so that the data analysis granularity is consistent with the granularity of operation steps in the shopping process. Meanwhile, in the scene of the third-party shopping platform, information transmission errors exist among the third-party shopping platform, the buyers and the sellers, and certain difficulties exist in coordinating the three parties to achieve good shopping interaction experience.

In one embodiment, for each flow, counting completion information of the target index according to the corresponding extraction information includes: determining an operation node related to a target index in the process; and counting the completion information of the target index according to the operation node and the extraction information related to the target index.

For target indexes of different dimensions, different operation nodes may be corresponding in the flow, and part of target indexes may correspond to all operation nodes in the flow. In the embodiment of the application, the extraction information is calculated according to the operation node related to the target index, the completion information of the target index is determined, the causal relationship information between the operation node and the target index completion degree is more accurately obtained, and the accurate attribution of the target index completion information is realized.

In one embodiment, the target metrics include at least one of descriptive metrics, valuation metrics, and execution plane metrics; the descriptive index is used for describing configuration parameters of the operation nodes in the flow; the evaluation index is used for evaluating the execution effect of the flow; the execution surface index is used for calculating the execution parameters generated in the execution process according to the set statistical formula.

In this embodiment, different target indexes can be determined from the execution aspect of formulation, the descriptive aspect of sentence and the quantitative parameter evaluation aspect, which is helpful for the omnibearing analysis of SOP.

The embodiment of the application also provides a node determining method, which comprises the following steps: obtaining at least one execution start point and a plurality of execution end points of a plurality of processes of a standard job operation program; the execution start point represents an initial operation of a flow, and the execution end point represents a final operation of a plurality of flows; obtaining the type of an operation execution end for executing the business operation between the starting point and the plurality of ending points; determining an execution branch of a standard job operation program corresponding to each type; for each execution branch, determining an information receiving operation and an information sending operation for sending information to other operation ends; determining an execution condition obtaining operation for determining an execution condition for executing the information receiving operation or the information transmitting operation; and determining an operation node in the execution branch according to the execution condition obtaining operation, the information receiving operation and the information sending operation, wherein the operation node represents at least one business operation.

The embodiment of the application also provides a modeling method, which comprises the following steps: obtaining a plurality of processes of a standard job operation program, wherein the processes comprise an execution starting point and an execution end point; the execution end point is used for obtaining target index statistical data; determining an operation data receiving operation and an operation data sending operation to other operation terminals between an execution starting point and an execution ending point; determining an operation node between an execution starting point and an execution end point according to the operation data receiving operation and the operation data sending operation; generating a tree diagram branch corresponding to the flow according to the execution starting point, the execution end point and the operation node; and according to the branches of the tree diagram, obtaining a target index analysis model of the standard operation program.

In the embodiment of the present application, the model may be a tree graph model, or may be a model that analyzes log data of the SOP according to a tree graph. The tree diagram may be as shown in fig. 4.

The embodiment of the application also provides a data statistics method, which comprises the following steps: obtaining log data of a standard operation program; the log data is used for recording operation data sent between the user terminal and the service operation terminal when the service operation terminal executes service operation; determining a target operation node for obtaining operation data related to a target index in the log data; determining a preamble operation node for executing the related operation of the target operation node; and determining an operation data statistical result related to the target index according to the operation data recorded by the target operation node and the operation data recorded by the preamble operation node.

The embodiment of the application also provides a method for scheduling according to the statistical result, which comprises the following steps: determining the contribution degree of at least one operation node to a target index in the standard operation program according to the operation data statistics result of the log data of the standard operation program; at least one operation node including a target operation node for obtaining operation data related to a target index in a standard job program, and a preamble operation node for performing an operation related to the target operation node; and determining a scheduling result for adjusting the operation in the standard operation program executed by at least one operation node according to the contribution degree.

In one embodiment, the at least one operational node comprises a plurality of operational nodes including a customer service operator operational node, a system operational node, or an intelligent end operational node; determining a scheduling result for adjusting the operation in the standard job program executed by at least one operation node according to the contribution degree, wherein the scheduling result comprises: determining the suitability of the operation executed by at least one operation node by customer service personnel and the suitability of the operation executed by the intelligent terminal according to the contribution degree; the determining operation is performed by a customer service operator operating node, a system operating node, or by an intelligent end operating node, depending on the fitness level.

In this embodiment, the contribution degree may refer to a causal relationship between the operation node and the quality of the target index result.

By the data analysis method and the method for scheduling according to the statistical results, a forward and reverse analysis framework is realized, and an analysis framework for measuring execution of a follow-up scheme and designing the follow-up scheme is designed.

In one embodiment, in the case where the determining operation is performed by the customer service person operating node, further comprising: and determining the customer service personnel account numbers for executing the operation according to the contribution degrees of the customer service personnel operation nodes corresponding to the different customer service personnel account numbers to the target index.

The embodiment of the application also provides an operation data display method, which comprises the following steps: receiving a display instruction for requesting to display operation data; wherein the operation data comprises at least one flow, and the flow comprises at least one operation node; determining the service type according to the display instruction; according to the service type, displaying the operation data processing result in the target card; the operation data processing result comprises a target index completion result corresponding to at least one flow, at least one operation node and the operation node.

The embodiment of the application also provides an interface interaction method, which comprises the following steps: displaying a category information confirmation interface according to a received display instruction for displaying operation data; displaying the operation data processing result of the standard operation program of the corresponding category according to the category confirmation information received through the category information confirmation interface; the operation data processing result comprises a target index completion result corresponding to at least one flow, at least one operation node and the operation node; receiving an operation instruction for an operation data processing result, and changing a display form of the operation data processing result; the presentation form comprises at least one of a tree diagram, a statistical result of a straight-through end for at least one operation in the standard job program and a statistical diagram for the target index.

In one embodiment, displaying the operation data processing result of the standard operation program of the corresponding category according to the category confirmation information received through the category information confirmation interface includes: obtaining the total operation data processing result of the target quasi-operation program of the corresponding class according to the class confirmation information; determining hidden contents in the full-quantity operation data processing result according to authority information of a requester for sending a display instruction; and displaying the operation data processing result of the standard operation program of the corresponding category according to the hidden content and the full operation data processing result.

In one embodiment, the requesting party includes a customer service person, an operation manager, and a presentation result planner; the method further comprises the steps of: determining operation node division adjustment information according to interaction information of at least two personnel in customer service personnel, operation management personnel and display result planning personnel; and updating at least one operation node according to the operation node division adjustment information.

In a specific example, when the interface interaction method provided in the embodiment of the present application is applied to a third party shopping platform, the display interface may be as shown in fig. 9 to 11. Referring to fig. 9, the user may select a date, determine a log generated corresponding to the processed log data. The log data to be processed can be determined by selecting a primary category and a secondary category. For a given category, a plurality of target indexes, such as FCR, satisfaction, rate of conversion, amount of adjustment, amount of not-once solution, satisfaction, and evaluation, may be set correspondingly. Referring to fig. 10, a view may be made of an operational node, or other specific operational node. Referring to fig. 11, a tree model for the SOP may be generated, through which the operation nodes of the flow of the SOP are exposed.

Currently, there is no systematic operation method for SOP, and the data plane lacks related data to help business analysis. Common operation modes are shown in fig. 3, and whether SOP is unreasonable in design or unreasonable in final-stage scheme is found from a standard problem scene with low index expression through spot check Case (individual Case), the SOP is modified by service dependence experience and hypothesis, whether optimization is effective is confirmed by observing the subsequent index expression of the scene, and if the scene is ineffective, the modification is repeated until the expression meets the expectations.

The disadvantage of the operation mode of fig. 3 is that, in the absence of an operation analysis system, problems occurring in scene indexes are not necessarily caused by SOP, and from the individual cases, the found problems have bias; SOP operation lacks tools, spot check CASE problem discovery efficiency is low, and root cause is difficult to dig; the optimization scheme depends on service experience, different operators often have different optimization actions, so that the effectiveness of optimization is different and the persuasion is lacking; the analysis view angle is single, and the linkage with the execution data is lacked. Poor data performance is not necessarily caused by the scheme, and execution differences may also cause different performance of the index.

Aiming at the pain-relieving point, in the application example, a problem discovery framework of SOP is constructed, and a problem discovery path is set in the problem discovery framework to meet the requirements of service SOP operation systemization, the problem discovery is efficient, and the effect can be traced back.

The problem discovery path in the example of the present application is shown in fig. 4. FIG. 4 builds a systematic problem discovery path, automating the discovery and localization of problems. The problem is found through index fluctuation of SOP dimension, and then the problem is quickly located through data disassembly and visualization of the execution nodes, the path/node/scheme with the problem is intuitively displayed, the path/factor/scheme is optionally optimized after business analysis, and the optimization result is directly evaluated through data representation (for example) at t (set days) +1 day.

By the problem discovery method exemplified by the application, SOP execution data visualization can be realized, as shown in FIG. 5. After the target SOP is positioned, path-node granularity is disassembled for each index of the SOP. The paths in the examples of the present application correspond to the flows in the foregoing embodiments, that is, the SOP may include information of a plurality of flows. The nodes in this example may correspond to the operation nodes in the foregoing embodiments. Fig. 5 is a diagram showing a problem discovery process taking satisfaction as an example, by breaking down a satisfaction (30%) index to a path-operation node, a path (18.75%) which is the cause of low satisfaction of the scheme [ operation node 1-scheme 3 ] is quickly located, and a main dissatisfaction source is [ scheme 3 ] (1.6%), so that it is proposed to optimize the path corresponding to scheme 3.

After the target SOP is positioned, path-node granularity is disassembled for each index of the SOP. Fig. 5 shows a problem discovery process, taking satisfaction as an example, by breaking down the satisfaction (30%) index to the path-node, the path (18.75%) that is the cause of the low satisfaction of the solution is quickly located, and the main dissatisfaction source is the solution (1.6%) is the solution 1-solution 3, so it is proposed to optimize the path solution.

Fig. 6 is a visual example (specific content has been processed) of an actual business scenario, in which the state of the index can be visually represented. For example, the color of "deep- > light" may be used to represent the degree of abnormality of the analysis index (execution duration) [ strong- > weak ]. For example, fig. 6 shows a first color, a second color, a third color, and a fourth color, which may be light to dark, sequentially representing different degrees of abnormality.

The SOP evaluation index system is shown in fig. 7. The evaluation index may include a descriptive index, an evaluation index, an execution surface index, and the like. The descriptive index can be used for seeing self problems, and specifically can include SOP sub-path length, artificial factor number, node bifurcation amount, failure amount and the like. The evaluation index can be used for viewing the influence surface, and specifically comprises execution amount, satisfaction, execution duration, manual rate and failure rate. The execution plane index may be used to see the execution flow design problem, and the execution plane index may specifically include an execution duration variance, an execution satisfaction variance, an execution FCR variance, and an average switching scheme amount. From each index, a composite index, health score, can be determined.

In the application example, an evaluation index system of the characteristic SOP is constructed, descriptive indexes are designed, evaluation indexes and execution surface indexes are used for evaluating the design of the SOP, and the performance of the surface and the execution surface is affected. Based on basic indexes, comprehensive indexes (health scores) of modeling design are summarized, and SOP solution capability is visually represented.

In general, SOP operation is often focused on scheme operation only, that is, operators often default to be due to unreasonable schemes after indexes are changed, but in actual situations, situations that the executing results of the schemes are greatly different can be found. This often occurs because the subjective understanding of the performer varies resulting in a quiz or otherwise the solution path is too wide to be subdivided into different solutions with some judgment factors. Therefore, in the example of the application, the operation analysis of the SOP is linked with the generation of the execution data, and the bidirectional analysis is performed, so that operators can be helped to locate the problem of the SOP at the design and execution level from different perspectives.

In this example, different gadgets may correspond to different artificial nodes. And extracting target index completion information of the artificial node corresponding to the second node by the average index expression of the SOP. As shown in table 1 below.

TABLE 1

According to the data shown in table 1, different executives are classified according to their respective index expressions, and the problem group can be located as shown in fig. 8A.

And reversely verifying whether the SOP design is reasonable or not through the performance data of the performer index. For example, the performance of all the actors of a good SOP should be concentrated in the better performance interval as shown in fig. 8B, the actor data of an SOP with high difficulty/unreasonable design may be more scattered, and the individual difference is too large as shown in fig. 8C.

It can be seen that the conventional SOP has the problems of lack of operation analysis system, lack of tools for operation, single analysis view angle depending on service experience and assumption of an optimization scheme, and lack of linkage with execution data. And by way of example provided by the present application: a perfect SOP operation analysis system is established, and the traditional operation mode is changed. The SOP execution data visualization provides a tool for visually observing data and positioning problems for operators, helps the service to quickly find problems, backtracks data expression, and improves operation efficiency. Through the refined problem positioning capability, the optimization action of an operator is simplified, so that the operator does not need to make blind optimization attempts by guessing reasons. And (5) producing an optimization methodology through precipitation history optimization actions and corresponding effect data. The design and execution ends are linked through data, so that the view angle of problem attribution in SOP operation is widened.

According to the embodiment of the application, by constructing an SOP operation analysis system: the conversion of SOP from individual subjective operation mode to digital operation mode is realized; by modeling the related indexes, a health score model for intuitively evaluating SOP capacity is designed.

In addition, the embodiment of the application also realizes the visual analysis of SOP execution data. And restoring the SOP structure through the execution data of the SOP, helping the business to see the data flow of each index, and accurately finding out the problem path/operation node.

Corresponding to the data processing apparatus provided in the embodiment of the present application, the embodiment of the present application further provides a data processing apparatus, as shown in fig. 12, including:

a log data obtaining module 1201, configured to obtain log data of a standard job operation;

a flow determination module 1202 for determining at least one flow to be analyzed in the standard job program operation; wherein the flow includes at least one operational node;

the extraction module 1203 is configured to extract log data of the standard operation program according to at least one flow, and obtain extraction information corresponding to each flow in the at least one flow;

a completion information module 1204, configured to count, for each flow, completion information of the target index according to the corresponding extracted information;

And a processing result module 1205, configured to determine a contribution degree of the operation node in each flow to the target index according to the completion information of the target index.

In one embodiment, the extraction module is further to:

obtaining data segments generated by each operation node in log data;

for a single operation node, converting the content of the data segment into record information of the operation node;

based on the recorded information, extraction information is obtained.

In one embodiment, the completion information module is further configured to:

determining an operation node related to a target index in the process;

and counting the completion information of the target index according to the operation node and the extraction information related to the target index.

The embodiment of the application also provides a node determining device, which comprises:

the execution start point and end point module is used for obtaining at least one execution start point and a plurality of execution end points of a plurality of processes of the standard job operation program; the execution start point represents an initial operation of a flow, and the execution end point represents a final operation of a plurality of flows;

A type obtaining module, configured to obtain a type of an operation execution end that executes a service operation between a start point and a plurality of end points;

the branch determining module is used for determining the execution branch of the standard job operation program corresponding to each type;

a sending operation module, configured to determine, for each execution branch, an information receiving operation and an information sending operation for sending information to other operation ends;

an execution condition obtaining module configured to determine an execution condition obtaining operation for determining an execution condition for executing the information receiving operation or the information transmitting operation;

and the operation node determining module is used for determining an operation node in the execution branch according to the execution condition obtaining operation, the information receiving operation and the information sending operation, wherein the operation node represents at least one business operation.

The embodiment of the application also provides a modeling device, which comprises:

the flow obtaining module is used for obtaining a plurality of flows of the standard job operation program, wherein the flows comprise an execution starting point and an execution end point; the execution end point is used for obtaining target index statistical data;

the operation determining module is used for determining operation data receiving operation and operation data sending operation to other operation terminals between the execution starting point and the execution ending point;

The operation node module is used for determining an operation node between an execution starting point and an execution end point according to the operation data receiving operation and the operation data sending operation;

the branch module is used for generating a tree diagram branch corresponding to the flow according to the execution starting point, the execution ending point and the operation node;

and the model construction module is used for obtaining a target index analysis model of the standard operation program according to the tree diagram branches.

The embodiment of the application also provides a data statistics device, which comprises:

the log data acquisition module is used for acquiring log data of a standard job program; the log data is used for recording operation data sent between the user terminal and the service operation terminal when the service operation terminal executes service operation;

the operation node determining module is used for determining a target operation node for obtaining operation data related to a target index in the log data;

a preamble operation node module for determining a preamble operation node for performing a related operation of the target operation node;

and the statistical result module is used for determining an operation data statistical result related to the target index according to the operation data recorded by the target operation node and the operation data recorded by the preamble operation node.

The embodiment of the application also provides a device for scheduling according to the statistical result, which comprises:

the contribution degree module is used for determining the contribution degree of at least one operation node to the target index in the standard operation program according to the operation data statistics result of the log data of the standard operation program; at least one operation node including a target operation node for obtaining operation data related to a target index in a standard job program, and a preamble operation node for performing an operation related to the target operation node;

and the contribution degree processing module is used for determining a scheduling result for adjusting the operation in the standard operation program executed by at least one operation node according to the contribution degree.

In one embodiment, the contribution processing module is further configured to:

determining the suitability of the operation executed by at least one operation node by customer service personnel and the suitability of the operation executed by the intelligent terminal according to the contribution degree;

the determining operation is performed by a customer service operator operating node, a system operating node, or by an intelligent end operating node, depending on the fitness level.

In one embodiment, in a case that the operation is determined to be performed by the customer service operator operation node, the apparatus for scheduling according to the statistics result further includes:

And the account number module is used for determining the customer service personnel account numbers for executing the operation according to the contribution degrees of the customer service personnel operation nodes corresponding to the different customer service personnel account numbers to the target index.

The embodiment of the application also provides an operation data display device, which comprises:

the display instruction receiving module is used for receiving a display instruction for requesting to display operation data; wherein the operation data comprises at least one flow, and the flow comprises at least one operation node;

the service type determining module is used for determining the service type according to the display instruction;

the completion result module is used for displaying the operation data processing result in the target card according to the service type; the operation data processing result comprises a target index completion result corresponding to at least one flow, at least one operation node and the operation node.

The embodiment of the application also provides an interface interaction device, which comprises:

the interface display module is used for displaying the display instruction of the operation data according to the received request and displaying the category information confirmation interface;

the operation data processing result module is used for displaying the operation data processing result of the standard operation program of the corresponding category according to the category confirmation information received through the category information confirmation interface; the operation data processing result comprises a target index completion result corresponding to at least one flow, at least one operation node and the operation node;

The operation instruction receiving module is used for receiving an operation instruction of an operation data processing result and changing the display form of the operation data processing result; the presentation form comprises at least one of a tree diagram, a statistical result of a straight-through end for at least one operation in the standard job program and a statistical diagram for the target index.

In one embodiment, the operation data processing result module includes:

obtaining the total operation data processing result of the target quasi-operation program of the corresponding class according to the class confirmation information;

determining hidden contents in the full-quantity operation data processing result according to authority information of a requester for sending a display instruction;

and displaying the operation data processing result of the standard operation program of the corresponding category according to the hidden content and the full operation data processing result.

In one embodiment, the requesting party includes a customer service person, an operation manager, and a presentation result planner; the interface interaction device further comprises:

determining operation node division adjustment information according to interaction information of at least two personnel in customer service personnel, operation management personnel and display result planning personnel;

and updating at least one operation node according to the operation node division adjustment information.

The functions of each module in each device of the embodiments of the present application may be referred to the corresponding descriptions in the above methods, and have corresponding beneficial effects, which are not described herein.

Fig. 13 is a block diagram of an electronic device used to implement an embodiment of the present application. As shown in fig. 13, the electronic device includes: a memory 610 and a processor 620, the memory 610 storing a computer program executable on the processor 620. The processor 620, when executing the computer program, implements the methods of the above-described embodiments. The number of memory 610 and processors 620 may be one or more.

The electronic device further includes:

the communication interface 630 is used for communicating with external devices for data interactive transmission.

If the memory 610, the processor 620, and the communication interface 630 are implemented independently, the memory 610, the processor 620, and the communication interface 630 may be connected to each other and perform communication with each other through buses. The bus may be an industry standard architecture (Industry Standard Architecture, ISA) bus, an external device 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. 13, but not only one bus or one type of bus.

Alternatively, in a specific implementation, if the memory 610, the processor 620, and the communication interface 630 are integrated on a chip, the memory 610, the processor 620, and the communication interface 630 may communicate with each other through internal interfaces.

The present embodiments provide a computer-readable storage medium storing a computer program that, when executed by a processor, implements the methods provided in the embodiments of the present application.

The embodiment of the application also provides a chip, which comprises a processor and is used for calling the instructions stored in the memory from the memory and running the instructions stored in the memory, so that the communication device provided with the chip executes the method provided by the embodiment of the application.

The embodiment of the application also provides a chip, which comprises: the input interface, the output interface, the processor and the memory are connected through an internal connection path, the processor is used for executing codes in the memory, and when the codes are executed, the processor is used for executing the method provided by the application embodiment.

It should be appreciated that the processor may be a central processing unit (Central Processing Unit, CPU), but may also be other general purpose processors, digital signal processors (Digital Signal Processor, DSP), application specific integrated circuits (Application Specific Integrated Circuit, ASIC), field programmable gate arrays (Field Programmable Gate Array, FPGA) or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, or the like. A general purpose processor may be a microprocessor or any conventional processor or the like. It is noted that the processor may be a processor supporting an advanced reduced instruction set machine (Advanced RISC Machines, ARM) architecture.

Further alternatively, the memory may include a read-only memory and a random access memory. The memory may be volatile memory or nonvolatile memory, or may include both volatile and nonvolatile memory. The nonvolatile Memory may include Read-Only Memory (ROM), programmable ROM (PROM), erasable Programmable ROM (EPROM), electrically Erasable EPROM (EEPROM), or flash Memory, among others. Volatile memory can include random access memory (Random Access Memory, RAM), which acts as external cache memory. By way of example, and not limitation, many forms of RAM are available. For example, static RAM (SRAM), dynamic RAM (Dynamic Random Access Memory, DRAM), synchronous DRAM (SDRAM), double Data Rate Synchronous DRAM (DDR SDRAM), enhanced SDRAM (ESDRAM), synchronous Link DRAM (SLDRAM), and Direct RAM (DR RAM).

In the above embodiments, it may be implemented in whole or in part by software, hardware, firmware, or any combination thereof. When implemented in software, may be implemented in whole or in part in the form of a computer program product. The computer program product includes one or more computer instructions. When the computer program instructions are loaded and executed on a computer, the processes or functions in accordance with the present application are produced in whole or in part. The computer may be a general purpose computer, a special purpose computer, a computer network, or other programmable apparatus. Computer instructions may be stored in a computer-readable storage medium or transmitted from one computer-readable storage medium to another.

In the description of the present specification, a description referring to terms "one embodiment," "some embodiments," "examples," "specific examples," or "some examples," etc., means that a particular feature, structure, material, or characteristic described in connection with the embodiment or example is included in at least one embodiment or example of the present application. Furthermore, the particular features, structures, materials, or characteristics described may be combined in any suitable manner in any one or more embodiments or examples. Furthermore, the different embodiments or examples described in this specification and the features of the different embodiments or examples may be combined and combined by those skilled in the art without contradiction.

Furthermore, the terms "first," "second," and the like, are used for descriptive purposes only and are not to be construed as indicating or implying a relative importance or implicitly indicating the number of technical features indicated. Thus, a feature defining "a first" or "a second" may explicitly or implicitly include at least one such feature. In the description of the present application, the meaning of "a plurality" is two or more, unless explicitly defined otherwise.

Any process or method described in flow charts or otherwise herein may be understood as representing modules, segments, or portions of code which include one or more executable instructions for implementing specific logical functions or steps of the process. And the scope of the preferred embodiments of the present application includes additional implementations in which functions may be performed in a substantially simultaneous manner or in an opposite order from that shown or discussed, including in accordance with the functions that are involved.

Logic and/or steps described in the flowcharts or otherwise described herein, e.g., may be considered a ordered listing of executable instructions for implementing logical functions, can be embodied in any computer-readable medium for use by or in connection with an instruction execution system, apparatus, or device, such as a computer-based system, processor-containing system, or other system that can fetch the instructions from the instruction execution system, apparatus, or device and execute the instructions.

It is to be understood that portions of the present application may be implemented in hardware, software, firmware, or a combination thereof. In the above-described embodiments, the various steps or methods may be implemented in software or firmware stored in a memory and executed by a suitable instruction execution system. All or part of the steps of the methods of the embodiments described above may be performed by a program that, when executed, comprises one or a combination of the steps of the method embodiments, instructs the associated hardware to perform the method.

In addition, each functional unit in each embodiment of the present application may be integrated in one processing module, or each unit may exist alone physically, or two or more units may be integrated in one module. The integrated modules may be implemented in hardware or in software functional modules. The integrated modules described above, if implemented in the form of software functional modules and sold or used as a stand-alone product, may also be stored in a computer-readable storage medium. The storage medium may be a read-only memory, a magnetic or optical disk, or the like.

The foregoing is merely exemplary embodiments of the present application, but the scope of the present application is not limited thereto, and any person skilled in the art can easily think of various changes or substitutions within the technical scope of the present application, which should be covered in the scope of the present application. Therefore, the protection scope of the present application shall be subject to the protection scope of the claims.

Claims

1. A method of data processing, comprising:

acquiring log data of standard operation program operation;

determining at least one flow to be analyzed in standard operation program operation; wherein the flow includes at least one operational node; the operation node corresponds to a standardized step preset in the standard operation program, and the at least one operation node comprises at least one of a customer service personnel operation node, a system operation node or an intelligent end operation node;

extracting log data of the standard operation program according to the at least one flow to obtain extraction information corresponding to each flow in the at least one flow;

counting the completion information of the target index according to the corresponding extraction information for each flow; the completion information of the target index comprises scoring information of at least one operation node related to the target index in a dimension corresponding to the target index;

Determining the contribution degree of the operation node in each flow to the target index according to the completion information of the target index; the target index is used for representing an index of at least one dimension of an execution aspect of formulation, a descriptive aspect of sentence formation and a parameter evaluation aspect of quantification.

2. The method according to claim 1, wherein extracting log data of the standard job program according to the at least one flow to obtain extraction information corresponding to each flow in the at least one flow includes:

obtaining data segments generated by each operation node in the log data;

and obtaining the extraction information according to the recorded information.

3. The method according to claim 1, wherein for each flow, counting completion information of the target index according to the corresponding extraction information includes:

determining an operation node related to the target index in the flow;

and counting the completion information of the target index according to the operation node related to the target index and the extraction information.

4. A method according to any one of claims 1-3, wherein the target metrics include at least one of descriptive metrics, valuation metrics, and execution plane metrics; the descriptive index is used for describing configuration parameters of the operation nodes in the flow; the evaluation index is used for evaluating the execution effect of the flow; the execution surface index is used for calculating the execution parameters generated in the execution process of the flow according to the set statistical formula.

5. An electronic device comprising a memory, a processor and a computer program stored on the memory, the processor implementing the method of any one of claims 1-4 when the computer program is executed.