CN116596202A - Work order processing method, related device and storage medium - Google Patents
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Abstract
The embodiment of the application relates to the field of work order processing, and provides a work order processing method, a related device and a storage medium, wherein the method comprises the following steps: acquiring a target work order type to be processed; determining a corresponding target allocation object for the work order to be processed according to allocation conditions corresponding to the target work order type; wherein the allocation conditions are pre-built based on the target work order type; and allocating the work order to be processed to the target allocation object so that the target allocation object processes the work order to be processed. According to the embodiment of the application, automatic distribution of the work orders to be processed can be realized, the accuracy of the work order distribution flow is improved, the work order processing efficiency is improved, and the customer service experience of a user is improved.
Description
Technical Field
The embodiment of the application relates to the field of work order processing, in particular to a work order processing method, a related device and a storage medium.
Background
The work order is one of the basic problems to be processed in the customer service system.
The automatic chemical engineering bill distribution technology can support the guarantee service required to be provided by the customer service system, is convenient for customer service personnel to check the problem description at any time, and timely focuses on the problem processing state.
However, in the related art, due to inaccurate work order identification, wrong circulation of work orders and other reasons, work orders with different types of problems cannot be accurately distributed to corresponding customer service personnel, so that the work order response is slow, even an invalid communication processing phenomenon exists between a user and the customer service personnel, and the service experience of the user is greatly influenced. Therefore, there is a need to provide a solution to the above-mentioned problems.
Disclosure of Invention
The embodiment of the application provides a work order processing method, a related device and a storage medium, which are used for realizing automatic distribution of a work order to be processed, improving the accuracy of a work order distribution flow, improving the work order processing efficiency and improving the customer service experience of a user.
In a first aspect, an embodiment of the present application provides a method for processing a work order, where the method includes:
acquiring a target work order type to be processed;
determining a corresponding target allocation object for the work order to be processed according to allocation conditions corresponding to the target work order type; wherein the allocation conditions are pre-built based on the target work order type;
and allocating the work order to be processed to the target allocation object so that the target allocation object processes the work order to be processed.
In one possible design, the allocation conditions are pre-built by:
Creating a work order type corresponding to each service scene;
extracting work order information corresponding to each work order type; wherein the work order information is derived from at least one field information on the work order;
and setting allocation conditions corresponding to the work order types according to the work order information, wherein the allocation conditions are used for indicating allocation objects corresponding to the work order types.
In one possible design, setting allocation conditions corresponding to each work order type according to the work order information includes:
for at least one work order information corresponding to each work order type, determining an allocation queue corresponding to each work order information, wherein each allocation queue comprises at least one allocation object;
and setting the priority of the allocation queue corresponding to the at least one work order information.
In one possible design, determining a corresponding target allocation object for a work order to be processed according to allocation conditions corresponding to the type of the target work order includes:
extracting target work order information included in a work order to be processed;
acquiring allocation conditions corresponding to the target work order types; the allocation conditions comprise allocation queues and priorities corresponding to the target work order types;
determining a target allocation queue corresponding to the target work order information according to the priority;
One allocation object in the target allocation queue is taken as a target allocation object.
In one possible design, determining a target allocation queue corresponding to the target work order information according to the priority includes:
judging whether a plurality of distribution queues corresponding to the target work order type exist distribution queues corresponding to the target work order information or not;
if there are a plurality of allocation queues corresponding to the target work order information, the allocation queue with the highest priority is used as the target allocation queue.
In one possible design, targeting an allocation object in the target allocation queue as a target allocation object includes:
selecting the allocation object with the least current work order processing amount from the target allocation queue as a target allocation object; or alternatively
And selecting the allocation object with the shortest response time of the current work order from the target allocation queue as a target allocation object.
In one possible design, if the work order to be processed does not meet the allocation condition, the method further includes:
extracting target work order information included in a work order to be processed;
selecting an allocation object corresponding to the allocation condition most similar to the target work order information from all pre-constructed allocation conditions as a target allocation object; or alternatively
Selecting the distribution object with the least processing amount of the current work order from all the distribution objects to be selected as a target distribution object; or alternatively
And selecting the allocation object with the shortest response time of the current work order from all the allocation objects to be selected as a target allocation object.
In one possible design, assigning the work order to be processed to the target assignment object such that the target assignment object processes the work order to be processed includes:
generating push information corresponding to the work order to be processed; the push information is used for representing description information of the to-be-processed condition and problem detail information;
and displaying the push information to the target distribution object.
In a second aspect, an embodiment of the present application provides a work order processing apparatus having a function of implementing a work order processing method corresponding to the first aspect. The functions may be implemented by hardware, or may be implemented by hardware executing corresponding software. The hardware or software includes one or more modules corresponding to the functions described above, which may be software and/or hardware.
In one embodiment, the apparatus comprises:
the input-output module is configured to acquire a target work order type to be processed;
the processing module is configured to determine a corresponding target allocation object for the work order to be processed according to allocation conditions corresponding to the target work order type; wherein the allocation conditions are pre-built based on the target work order type;
And the input-output module is also configured to allocate the work order to be processed to the target allocation object so that the target allocation object processes the work order to be processed.
In a third aspect, an embodiment of the present application provides a computing device, including a memory, a processor and a computer program stored on the memory and executable on the processor, where the processor implements the method for processing a work order described in the first aspect when executing the computer program.
In a fourth aspect, embodiments of the present application provide a computer readable storage medium comprising instructions which, when run on a computer, cause the computer to perform the work order processing method described in the first aspect.
Compared with the prior art, in the embodiment of the application, the type of the target work order to be processed is obtained, and then the corresponding target allocation object is determined for the work order to be processed according to the allocation condition corresponding to the type of the target work order. Because the allocation conditions are pre-constructed based on the target work order types, the allocation conditions can be more accurately matched with the target allocation objects which are suitable for the target work order types, the problems of slow work order response and even invalid communication processing between users and customer service personnel in the prior art are avoided, and the accuracy of work order allocation flow is improved. Therefore, the work orders to be processed can be conveniently distributed to the target distribution objects in the follow-up process, the target distribution objects can process the work orders to be processed in time, the work order processing efficiency is improved, and customer service experience of users is improved.
Drawings
The objects, features and advantages of embodiments of the present application will become readily apparent from the detailed description of the embodiments of the present application read with reference to the accompanying drawings. Wherein:
FIG. 1 is a schematic diagram of a work order processing system in accordance with an embodiment of the present application;
FIG. 2 is a schematic flow chart of a method for processing a work order according to an embodiment of the present application;
FIG. 3 is a schematic diagram of a work order to be processed according to an embodiment of the present application;
FIG. 4 is a schematic diagram of a method for processing a work order according to an embodiment of the present application;
FIG. 5 is a schematic diagram of a work order handling apparatus according to an embodiment of the present application;
FIG. 6 is a schematic diagram of a computing device in accordance with an embodiment of the application;
FIG. 7 is a schematic diagram of a mobile phone according to an embodiment of the present application;
fig. 8 is a schematic structural diagram of a server according to an embodiment of the present application.
In the drawings, the same or corresponding reference numerals indicate the same or corresponding parts.
Detailed Description
The terms first, second and the like in the description and in the claims of embodiments of the application and in the above-described figures are used for distinguishing between similar objects (e.g. first and second features each shown as a different feature, and other similar) and not necessarily for describing a particular sequential or chronological order. It is to be understood that the data so used may be interchanged where appropriate such that the embodiments described herein may be implemented in other sequences than those illustrated or otherwise described herein. Furthermore, the terms "comprises," "comprising," and any variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, system, article, or apparatus that comprises a list of steps or modules is not necessarily limited to those listed or explicitly listed or inherent to such process, method, article, or apparatus, but may include other steps or modules that may not be listed or inherent to such process, method, article, or apparatus, and the partitioning of such modules by embodiments of the application may include only one logical partitioning, and may be implemented in additional partitions, such as a plurality of modules may be combined or integrated into another system, or some features may be omitted or not implemented. In addition, the coupling or direct coupling or communication connection shown or discussed may be indirect coupling between modules via interfaces, and the communication connection may be in electrical or other similar forms, which are not limited in this embodiment. The modules or sub-modules described as separate components may or may not be physically separate, may or may not be physical modules, or may be distributed in a plurality of circuit modules, and some or all of the modules may be selected according to actual needs to achieve the purposes of the embodiment of the present application.
The embodiment of the application provides a work order processing method which can be applied to a work order classification scene and relates to at least one service device. For example, a service device comprises a work order processing means for performing the steps of the work order processing at different stages. For example, the worksheet processing device is configured to obtain a target worksheet type to be processed, and further determine a corresponding target allocation object for the worksheet to be processed according to an allocation condition corresponding to the target worksheet type, where the allocation condition is pre-configured based on the target worksheet type. Thus, the work order to be processed is allocated to the target allocation object, so that the target allocation object processes the work order to be processed. The work order processing device can be a server which determines a corresponding target allocation object for the work order to be processed according to allocation conditions corresponding to the type of the target work order, allocates the work order to be processed to the target allocation object, enables the target allocation object to process an application program of the work order to be processed, or determines the corresponding target allocation object for the work order to be processed according to allocation conditions corresponding to the type of the target work order, allocates the work order to be processed to the target allocation object and enables the target allocation object to process the application program of the work order to be processed.
In the related technology, the automatic chemical engineering bill distribution technology can support the guarantee service required to be provided by the customer service system, is convenient for customer service personnel to check the problem description at any time, and timely focuses on the problem processing state. Under the work order classification scene in the prior art, however, in the prior art, due to inaccurate work order identification, wrong circulation of work orders and the like, the work orders with different types of problems cannot be accurately distributed to corresponding customer service personnel, so that the work order response is slow, even the phenomenon of invalid communication processing exists between a user and the customer service personnel, and the service experience of the user is greatly influenced. Therefore, there is a need to provide a solution to the above-mentioned problems.
Compared with the prior art, in the embodiment of the application, the type of the target work order to be processed is required to be acquired first, and then the corresponding target allocation object is determined for the work order to be processed according to the allocation condition corresponding to the type of the target work order. Because the allocation conditions are pre-constructed based on the target work order types, the allocation conditions can be more accurately matched with the target allocation objects which are suitable for the target work order types, the problems of slow work order response and even invalid communication processing between users and customer service personnel in the prior art are avoided, and the accuracy of work order allocation flow is improved. Therefore, the work orders to be processed can be conveniently distributed to the target distribution objects in the follow-up process, the target distribution objects can process the work orders to be processed in time, the work order processing efficiency is improved, and customer service experience of users is improved.
In some embodiments, with reference to fig. 1, the method for processing a work order according to the embodiment of the present application may be implemented based on a work order processing system shown in fig. 1.
The work order processing apparatus may be an application, a server, or a terminal device, or may be jointly executed by a plurality of work order processing apparatuses, one of which may be a terminal device, and the other of which may be a server.
It should be noted that, the server according to the embodiment of the present application may be an independent physical server, or may be a server cluster or a distributed system formed by a plurality of physical servers, or may be a cloud server that provides cloud services, cloud databases, cloud computing, cloud functions, cloud storage, network services, cloud communication, middleware services, domain name services, security services, CDNs, and basic cloud computing services such as big data and an artificial intelligence platform.
The terminal device according to the embodiment of the present application may be a device that provides voice and/or data connectivity to a user, a handheld device with a wireless connection function, or other processing device connected to a wireless modem. Such as mobile telephones (or "cellular" telephones) and computers with mobile terminals, which can be portable, pocket, hand-held, computer-built-in or car-mounted mobile devices, for example, which exchange voice and/or data with radio access networks. For example, personal communication services (English full name: personal Communication Service, english short name: PCS) telephones, cordless telephones, session Initiation Protocol (SIP) phones, wireless local loop (Wireless Local Loop, english short name: WLL) stations, personal digital assistants (English full name: personal Digital Assistant, english short name: PDA) and the like.
Referring to fig. 2, fig. 2 is a flow chart of a method for processing a work order according to an embodiment of the present application. The method can be applied to a work order processing device in a work order processing scene, the work order processing device executes the method, a corresponding target allocation object is determined for a work order to be processed according to allocation conditions corresponding to the type of the target work order, and then the work order to be processed is allocated to the target allocation object, so that the target allocation object processes the work order to be processed, and the work order processing method comprises the steps of:
step S210, obtaining the type of the target work order to be processed.
In the embodiment of the application, the worksheet type can be created in advance. Therefore, the distribution mode of different types of work orders is conveniently configured according to the service requirements in different types of service scenes, and the flexibility and the intelligent degree of the work order processing flow are improved.
In brief, the type of the work order to be processed in the present application may be referred to as a target work order type. The target work order type is obtained by collecting data of the work order to be processed and judging, and the target work order type can be obtained by judging physical equipment based on the original data collected by the work order to be processed, such as layout of field information, images or three-dimensional point cloud. Alternatively, the target work order type may be determined based on the content and/or layout of the field information. Alternatively, in one possible design, the target work order type may also be entered directly. For example, when inputting the work order to be processed, the selected target work order type is synchronized.
In one possible design, the work order processing device may be disposed in a physical device in the work order processing system for directly performing data collection based on the work order to be processed, for example, in a work order processing scenario, the physical device may be a mobile phone with a camera, and after the physical device collects a field of the work order to be processed, the target work order type is obtained from an image of the work order to be processed through a work order processing model disposed in the physical device.
Step S220, according to the allocation conditions corresponding to the target work order types, corresponding target allocation objects are determined for the work orders to be processed.
The allocation conditions corresponding to the target work order types are pre-constructed based on the target work order types. In one possible design, the allocation conditions are pre-built by:
creating a work order type corresponding to each service scene; extracting work order information corresponding to each work order type; and setting allocation conditions corresponding to the work order types according to the work order information, wherein the allocation conditions are used for indicating allocation objects corresponding to the work order types.
Wherein the work order information is derived from at least one field information on the work order. In the embodiment of the application, the work order information is field information extracted from acquired data of the work order to be processed, and the work order information can be original data acquired by physical equipment based on the work order to be processed, such as characters, images or three-dimensional point clouds. For example, a plurality of field information is identified from a work order to be processed, such as the work order to be processed shown in fig. 3, and the field information a, b, c may be identified and extracted.
For example, any one of the field information is selected to be set as the judgment condition. The allocation conditions herein may be customized, for example, equal to field information, unequal to field information, containing field information, not containing field information, field information being null, field information not being null. It is understood that the field information may be constant or variable.
In particular, the allocation conditions may be set to one or more according to the traffic scenario, and in the case of a plurality of the allocation conditions, priorities of the respective allocation conditions may be set. Whether all allocation conditions need to be met or only part of allocation conditions need to be met can be set according to specific service scenarios. Optionally, setting the allocation conditions corresponding to the work order types according to the work order information may be implemented as: for at least one work order information corresponding to each work order type, determining an allocation queue corresponding to each work order information, wherein each allocation queue comprises at least one allocation object; and setting the priority of the allocation queue corresponding to the at least one work order information.
In one possible design, the work order processing device may be disposed in a physical device in the work order processing system for directly performing data collection based on the work order to be processed, for example, in a work order processing scenario, the physical device may be a mobile phone with a camera, and after the physical device collects the field of the work order to be processed, the field information (i.e. the work order information) is obtained from the work order image through a work order processing model disposed in the physical device.
In step S220, in one possible design, according to the allocation conditions corresponding to the target work order types, determining the corresponding target allocation objects for the work order to be processed, as shown in fig. 4, may be implemented as steps S410 to S440:
s410, extracting target work order information included in the work order to be processed.
S420, obtaining the allocation condition corresponding to the target work order type. The allocation conditions corresponding to the target work order types comprise allocation queues and priorities corresponding to the target work order types.
S430, determining a target distribution queue corresponding to the target work order information according to the priority.
In one possible design, determining whether there is a distribution queue corresponding to the target work order information in a plurality of distribution queues corresponding to the target work order type; specifically, it is possible to determine whether or not the allocation conditions are satisfied, and if any allocation condition is satisfied, determine the allocation queue corresponding to the allocation condition. If there are a plurality of allocation queues corresponding to the target work order information, the allocation queue with the highest priority is set as the target allocation queue.
S440, taking one allocation object in the target allocation queue as a target allocation object.
In one possible design, the allocation object with the least current work order processing amount is selected from the target allocation queue as the target allocation object. Or selecting the allocation object with the shortest response time of the current work order from the target allocation queue as a target allocation object. Therefore, the current work order to be processed can be processed by the distribution object which is more loose in the current work order processing in the target distribution queue, the processing efficiency of the work order to be processed is improved, and the response speed of the work order to be processed is accelerated.
Step S230, the work order to be processed is distributed to the target distribution object, so that the target distribution object processes the work order to be processed.
In one possible design, in step S230, push information corresponding to the work order to be processed is generated, and then the push information is displayed to the target allocation object. The push information is used for representing description information of the to-be-processed condition and problem detail information.
If the work order to be processed does not meet the allocation conditions, other allocation conditions can be adopted for allocation in this case, for example, the following possible designs are adopted:
in one possible design, if the work order to be processed does not meet the allocation condition, extracting target work order information included in the work order to be processed; and selecting an allocation object corresponding to the allocation condition most similar to the target work order information from all the pre-constructed allocation conditions as a target allocation object. In another possible design, if the work order to be processed does not meet the allocation condition, the allocation object with the least processing amount of the current work order is selected from all the allocation objects to be selected as the target allocation object. In still another possible design, if the work order to be processed does not meet the allocation condition, the allocation object with the shortest response time of the current work order is selected from all the allocation objects to be selected as the target allocation object.
Therefore, under the condition that the work orders to be processed do not accord with the allocation conditions, the work orders to be processed can be timely allocated to the target allocation objects through the allocation modes of the three kinds of design for the work orders to be processed.
According to the work order processing method, the type of the target work order to be processed is obtained, and then the corresponding target distribution object is determined for the work order to be processed according to the distribution condition corresponding to the type of the target work order. Because the allocation conditions are pre-constructed based on the target work order types, the allocation conditions can be more accurately matched with the target allocation objects which are suitable for the target work order types, the problems of slow work order response and even invalid communication processing between users and customer service personnel in the prior art are avoided, and the accuracy of work order allocation flow is improved. Therefore, the work orders to be processed can be conveniently distributed to the target distribution objects in the follow-up process, the target distribution objects can process the work orders to be processed in time, the work order processing efficiency is improved, and customer service experience of users is improved.
Having described the method of the embodiment of the present application, next, a work order processing apparatus of the embodiment of the present application will be described with reference to fig. 5.
The work order processing apparatus 50 in the embodiment of the present application can implement the steps corresponding to the work order processing method in the embodiment corresponding to fig. 2. The functions implemented by the work order processing device 50 may be implemented by hardware, or may be implemented by hardware executing corresponding software. The hardware or software includes one or more modules corresponding to the functions described above, which may be software and/or hardware. The work order processing device 50 may include an input/output module 501 and a processing module 502, and the functional implementation of the processing module 502 and the input/output module 501 may refer to the operations performed in the embodiment corresponding to fig. 2, which are not described herein. For example, the processing module 502 may be configured to control data transceiving operations of the input-output module 501.
In some embodiments, the input/output module 501 is configured to obtain a target worksheet type to be processed;
the processing module 502 is configured to determine a corresponding target allocation object for the work order to be processed according to allocation conditions corresponding to the type of the target work order; wherein the allocation conditions are pre-built based on the target work order type;
the input/output module 501 is further configured to assign the work order to be processed to the target allocation object, so that the target allocation object processes the work order to be processed.
In some embodiments, the partitioning conditions are pre-built by:
creating a work order type corresponding to each service scene;
extracting work order information corresponding to each work order type; wherein the work order information is derived from at least one field information on the work order;
and setting allocation conditions corresponding to the work order types according to the work order information, wherein the allocation conditions are used for indicating allocation objects corresponding to the work order types.
In some embodiments, the processing module 502 sets allocation conditions corresponding to each work order type according to the work order information, and is configured to determine, for at least one work order information corresponding to each work order type, an allocation queue corresponding to each work order information, where each allocation queue includes at least one allocation object; and setting the priority of the allocation queue corresponding to the at least one work order information.
In some embodiments, the processing module 502 determines, for the work order to be processed, a corresponding target allocation object according to allocation conditions corresponding to the type of the target work order, where the allocation object is configured to:
extracting target work order information included in a work order to be processed; acquiring allocation conditions corresponding to the target work order types; the allocation conditions comprise allocation queues and priorities corresponding to the target work order types; determining a target allocation queue corresponding to the target work order information according to the priority; one allocation object in the target allocation queue is taken as a target allocation object.
In some embodiments, the processing module 502 determines, according to the priority, a target allocation queue corresponding to the target work order information, and is configured to:
judging whether a plurality of distribution queues corresponding to the target work order type exist distribution queues corresponding to the target work order information or not; if there are a plurality of allocation queues corresponding to the target work order information, the allocation queue with the highest priority is used as the target allocation queue.
In some embodiments, the processing module 502, with one allocation object in the target allocation queue as a target allocation object, is configured to:
selecting the allocation object with the least current work order processing amount from the target allocation queue as a target allocation object; or selecting the allocation object with the shortest response time of the current work order from the target allocation queue as a target allocation object.
In some embodiments, the processing module 502 is further configured to extract the target work order information included in the work order to be processed if the work order to be processed does not meet the allocation condition; selecting an allocation object corresponding to the allocation condition most similar to the target work order information from all pre-constructed allocation conditions as a target allocation object; or selecting the distribution object with the least processing amount of the current work order from all the distribution objects to be selected as a target distribution object; or selecting the allocation object with the shortest response time of the current work order from all the allocation objects to be selected as the target allocation object.
In some embodiments, the input/output module 501 assigns the work order to be processed to the target assignment object, so that the target assignment object processes the work order to be processed and is configured to:
generating push information corresponding to the work order to be processed; the push information is used for representing description information of the to-be-processed condition and problem detail information; and displaying the push information to the target distribution object.
The work order processing device acquires the type of the target work order to be processed; determining a corresponding target allocation object for the work order to be processed according to allocation conditions corresponding to the target work order type; wherein the allocation conditions are pre-built based on the target work order type; and allocating the work order to be processed to the target allocation object so that the target allocation object processes the work order to be processed. Compared with the prior art, the method for automatically distributing the to-be-processed worksheets acquires the type of the to-be-processed target worksheets, and then determines corresponding target distribution objects for the to-be-processed worksheets according to the distribution conditions corresponding to the type of the target worksheets. Because the allocation conditions are pre-constructed based on the target work order types, the allocation conditions can be more accurately matched with the target allocation objects which are suitable for the target work order types, the problems of slow work order response and even invalid communication processing between users and customer service personnel in the prior art are avoided, and the accuracy of work order allocation flow is improved. Therefore, the work orders to be processed can be conveniently distributed to the target distribution objects in the follow-up process, the target distribution objects can process the work orders to be processed in time, the work order processing efficiency is improved, and customer service experience of users is improved.
Having described the method and apparatus of the embodiments of the present application, a description will now be made of a computer-readable storage medium of the embodiments of the present application, which may be an optical disc, having stored thereon a computer program (i.e., a program product) that, when executed by a processor, implements the steps described in the foregoing method embodiments, for example, obtaining a target work order type to be processed; determining a corresponding target allocation object for the work order to be processed according to allocation conditions corresponding to the target work order type; wherein the allocation conditions are pre-built based on the target work order type; and allocating the work order to be processed to the target allocation object so that the target allocation object processes the work order to be processed. The specific implementation of each step is not repeated here.
It should be noted that examples of the computer readable storage medium may also include, but are not limited to, a phase change memory (PRAM), a Static Random Access Memory (SRAM), a Dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), a Read Only Memory (ROM), an Electrically Erasable Programmable Read Only Memory (EEPROM), a flash memory, or other optical or magnetic storage medium, which will not be described in detail herein.
The work order processing apparatus 50 in the embodiment of the present application has been described above in terms of a modularized functional entity, and a server and a terminal device for executing the work order processing method in the embodiment of the present application are described below in terms of hardware processing, respectively.
It should be noted that, in the embodiment of the work order processing apparatus of the present application, the physical devices corresponding to the input/output module 501 shown in fig. 5 may be an input/output unit, a transceiver, a radio frequency circuit, a communication module, an input/output (I/O) interface, etc., and the physical devices corresponding to the processing module 502 may be a processor. The work order processing apparatus 50 shown in fig. 5 may have a structure as shown in fig. 6, and when the work order processing apparatus 50 shown in fig. 5 has a structure as shown in fig. 6, the processor and the transceiver in fig. 6 can implement the same or similar functions as the processing module 502 and the input-output module 501 provided in the foregoing apparatus embodiment corresponding to the apparatus, and the memory in fig. 6 stores a computer program to be called when the processor performs the above work order processing method.
The embodiment of the present application further provides a terminal device, as shown in fig. 7, for convenience of explanation, only the portion relevant to the embodiment of the present application is shown, and specific technical details are not disclosed, please refer to the method portion of the embodiment of the present application. The terminal device may be any terminal device including a mobile phone, a tablet computer, a personal digital assistant (Personal Digital Assistant, PDA), a Point of Sales (POS), a vehicle-mounted computer, and the like, taking the terminal device as an example of the mobile phone:
Fig. 7 is a block diagram showing a part of the structure of a mobile phone related to a terminal device provided by an embodiment of the present application. Referring to fig. 7, the mobile phone includes: radio Frequency (RF) circuitry 1010, memory 1020, input unit 1030, display unit 1040, sensor 1050, audio circuitry 1060, wireless fidelity (wireless fidelity, wiFi) module 1070, processor 1080, and power source 1090. It will be appreciated by those skilled in the art that the handset construction shown in fig. 7 is not limiting of the handset and may include more or fewer components than shown, or may combine certain components, or a different arrangement of components.
The following describes the components of the mobile phone in detail with reference to fig. 7:
the RF circuit 1010 may be used for receiving and transmitting signals during a message or a call, and particularly, after receiving downlink information of a base station, the signal is processed by the processor 1080; in addition, the data of the design uplink is sent to the base station. Generally, RF circuitry 1010 includes, but is not limited to, an antenna, at least one amplifier, a transceiver, a coupler, a Low noise amplifier (Low NoiseAmplifier, LNA), a duplexer, and the like. In addition, the RF circuitry 1010 may also communicate with networks and other devices via wireless communications. The wireless communications may use any communication standard or protocol including, but not limited to, global system for mobile communications (Global System of Mobile communication, GSM), general packet radio service (General Packet Radio Service, GPRS), code division multiple access (Code Division Multiple Access, CDMA), wideband code division multiple access (Wideband Code Division Multiple Access, WCDMA), long term evolution (Long Term Evolution, LTE), email, short message service (Short Messaging Service, SMS), and the like.
The memory 1020 may be used to store software programs and modules that the processor 1080 performs various functional applications and work order processing of the cell phone by executing the software programs and modules stored in the memory 1020. The memory 1020 may mainly include a storage program area and a storage data area, wherein the storage program area may store an operating system, an application program (such as a sound playing function, an image playing function, etc.) required for at least one function, and the like; the storage data area may store data (such as audio data, phonebook, etc.) created according to the use of the handset, etc. In addition, memory 1020 may include high-speed random access memory and may also include non-volatile memory, such as at least one magnetic disk storage device, flash memory device, or other volatile solid state memory device.
The input unit 1030 may be used to receive input numeric or character information and generate key signal inputs related to user settings and function control of the handset. In particular, the input unit 1030 may include a touch panel 1031 and other input devices 1032. The touch panel 1031, also referred to as a touch screen, may collect touch operations thereon or thereabout by a user (e.g., operations of the user on the touch panel 1031 or thereabout using any suitable object or accessory such as a finger, stylus, etc.), and drive the corresponding connection device according to a predetermined program. Alternatively, the touch panel 1031 may include two parts, a touch detection device and a touch controller. The touch detection device detects the touch azimuth of a user, detects a signal brought by touch operation and transmits the signal to the touch controller; the touch controller receives touch information from the touch detection device and converts it into touch point coordinates, which are then sent to the processor 1080 and can receive commands from the processor 1080 and execute them. Further, the touch panel 1031 may be implemented in various types such as resistive, capacitive, infrared, and surface acoustic wave. The input unit 1030 may include other input devices 1032 in addition to the touch panel 1031. In particular, other input devices 1032 may include, but are not limited to, one or more of a physical keyboard, function keys (e.g., volume control keys, switch keys, etc.), a track ball, a mouse, a joystick, etc.
The display unit 1040 may be used to display information input by a user or information provided to the user and various menus of the mobile phone. The display unit 1040 may include a display panel 1041, and alternatively, the display panel 1041 may be configured in the form of a Liquid crystal display (Liquid CrystalDisplay, LCD), an Organic Light-Emitting Diode (OLED), or the like. Further, the touch panel 1031 may overlay the display panel 1041, and when the touch panel 1031 detects a touch operation thereon or thereabout, the touch panel is transferred to the processor 1080 to determine a type of touch event, and then the processor 1080 provides a corresponding visual output on the display panel 1041 according to the type of touch event. Although in fig. 7, the touch panel 1031 and the display panel 1041 are two independent components for implementing the input and output functions of the mobile phone, in some embodiments, the touch panel 1031 and the display panel 1041 may be integrated to implement the input and output functions of the mobile phone.
The handset may also include at least one sensor 1050, such as a light sensor, a motion sensor, and other sensors. Specifically, the light sensor may include an ambient light sensor and a proximity sensor, wherein the ambient light sensor may adjust the brightness of the display panel 1041 according to the brightness of ambient light, and the proximity sensor may turn off the display panel 1041 and/or the backlight when the mobile phone moves to the ear. As one of the motion sensors, the accelerometer sensor can detect the acceleration in all directions (generally three axes), and can detect the gravity and direction when stationary, and can be used for applications of recognizing the gesture of a mobile phone (such as horizontal and vertical screen switching, related games, magnetometer gesture calibration), vibration recognition related functions (such as pedometer and knocking), and the like; other sensors such as gyroscopes, barometers, hygrometers, thermometers, infrared sensors, etc. that may also be configured with the handset are not described in detail herein.
Audio circuitry 1060, a speaker 1061, and a microphone 1062 may provide an audio interface between a user and a cell phone. Audio circuit 1060 may transmit the received electrical signal after audio data conversion to speaker 1061 for conversion by speaker 1061 into an audio signal output; on the other hand, microphone 1062 converts the collected sound signals into electrical signals, which are received by audio circuit 1060 and converted into audio data, which are processed by audio data output processor 1080 for transmission to, for example, another cell phone via RF circuit 1010 or for output to memory 1020 for further processing.
WiFi belongs to a short-distance wireless transmission technology, and a mobile phone can help a user to send and receive emails, browse webpages, access streaming media and the like through a WiFi module 1070, so that wireless broadband Internet access is provided for the user. Although fig. 7 shows a WiFi module 1070, it is understood that it does not belong to the necessary constitution of the handset, and can be omitted entirely as required within the scope of not changing the essence of the invention.
Processor 1080 is the control center of the handset, connects the various parts of the entire handset using various interfaces and lines, and performs various functions and processes of the handset by running or executing software programs and/or modules stored in memory 1020, and invoking data stored in memory 1020, thereby performing overall monitoring of the handset. Optionally, processor 1080 may include one or more processing units; alternatively, processor 1080 may integrate an application processor primarily handling operating systems, user interfaces, applications, etc., with a modem processor primarily handling wireless communications. It will be appreciated that the modem processor described above may not be integrated into processor 1080.
The handset further includes a power source 1090 (e.g., a battery) for powering the various components, optionally in logical communication with the processor 1080 via a power management system, such as for managing charge, discharge, and power consumption by the power management system.
Although not shown, the mobile phone may further include a camera, a bluetooth module, etc., which will not be described herein.
In an embodiment of the present application, the processor 1080 included in the mobile phone further has a control module for executing the above method flow of obtaining the target polynomial based on the first feature of the input performed by the work order processing device.
Fig. 8 is a schematic diagram of a server structure according to an embodiment of the present application, where the server 1100 may have a relatively large difference between configurations or performances, and may include one or more central processing units (central processing units, CPU) 1122 (e.g., one or more processors) and a memory 1132, and one or more storage mediums 1130 (e.g., one or more mass storage devices) storing application programs 1142 or data 1144. Wherein the memory 1132 and the storage medium 1130 may be transitory or persistent. The program stored on the storage medium 1130 may include one or more modules (not shown), each of which may include a series of instruction operations on a server. Still further, the central processor 1122 may be provided in communication with a storage medium 1130, executing a series of instruction operations in the storage medium 1130 on the server 1100.
The Server 1100 may also include one or more power supplies 1120, one or more wired or wireless network interfaces 1150, one or more input-output interfaces 1158, and/or one or more operating systems 1141, such as Windows Server, mac OS X, unix, linux, freeBSD, and the like.
The steps performed by the server in the above embodiments may be based on the structure of the server 1100 shown in fig. 8. For example, the steps performed by the work order processing apparatus 60 shown in fig. 8 in the above-described embodiment may be based on the server structure shown in fig. 8. For example, the CPU 1122 may perform the following operations by calling instructions in the memory 1132:
the target work order type to be processed is obtained through the input-output interface 1158; determining a corresponding target allocation object for the work order to be processed according to allocation conditions corresponding to the target work order type; wherein the allocation conditions are pre-built based on the target work order type; and allocating the work order to be processed to the target allocation object so that the target allocation object processes the work order to be processed.
In the foregoing embodiments, the descriptions of the embodiments are emphasized, and for parts of one embodiment that are not described in detail, reference may be made to related descriptions of other embodiments.
It will be clearly understood by those skilled in the art that, for convenience and brevity of description, the specific working processes of the systems, apparatuses and modules described above may refer to the corresponding processes in the foregoing method embodiments, which are not repeated herein.
In the embodiments provided in the present application, it should be understood that the disclosed system, apparatus and method may be implemented in other manners. For example, the apparatus embodiments described above are merely illustrative, and for example, the division of the modules is merely a logical function division, and there may be additional divisions when actually implemented, for example, multiple modules or components may be combined or integrated into another system, or some features may be omitted or not performed. Alternatively, the coupling or direct coupling or communication connection shown or discussed with each other may be an indirect coupling or communication connection via some interfaces, devices or modules, which may be in electrical, mechanical, or other forms.
The modules described as separate components may or may not be physically separate, and components shown as modules may or may not be physical modules, i.e., may be located in one place, or may be distributed over a plurality of network modules. Some or all of the modules may be selected according to actual needs to achieve the purpose of the solution of this embodiment.
In addition, each functional module in each embodiment of the present application may be integrated into one processing module, or each module may exist alone physically, or two or more modules may be integrated into one module. The integrated modules may be implemented in hardware or in software functional modules. The integrated modules, if implemented in the form of software functional modules and sold or used as a stand-alone product, may be stored in a computer readable storage medium.
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 is loaded and executed on a computer, the flow or functions according to the embodiments of the present application are fully or partially produced. The computer may be a general purpose computer, a special purpose computer, a computer network, or other programmable apparatus. The computer instructions may be stored in a computer-readable storage medium or transmitted from one computer-readable storage medium to another computer-readable storage medium, for example, the computer instructions may be transmitted from one website, computer, server, or data center to another website, computer, server, or data center by a wired (e.g., coaxial cable, fiber optic, digital Subscriber Line (DSL)) or wireless (e.g., infrared, wireless, microwave, etc.). The computer readable storage medium may be any available medium that can be stored by a computer or a data storage device such as a server, data center, etc. that contains an integration of one or more available media. The usable medium may be a magnetic medium (e.g., floppy Disk, hard Disk, magnetic tape), an optical medium (e.g., DVD), or a semiconductor medium (e.g., solid State Disk (SSD)), etc.
The above description has been made in detail on the technical solutions provided by the embodiments of the present application, and specific examples are applied in the embodiments of the present application to illustrate the principles and implementation manners of the embodiments of the present application, where the above description of the embodiments is only for helping to understand the methods and core ideas of the embodiments of the present application; meanwhile, as for those skilled in the art, according to the idea of the embodiment of the present application, there are various changes in the specific implementation and application scope, and in summary, the present disclosure should not be construed as limiting the embodiment of the present application.
Claims (10)
1. A method of processing a work order, the method comprising:
acquiring a target work order type to be processed;
determining a corresponding target allocation object for the work order to be processed according to the allocation condition corresponding to the target work order type; wherein the allocation conditions are pre-built based on the target work order type;
and distributing the work order to be processed to the target distribution object so that the target distribution object processes the work order to be processed.
2. The method of claim 1, wherein the allocation conditions are pre-constructed by:
creating a work order type corresponding to each service scene;
Extracting work order information corresponding to each work order type; wherein the work order information is derived from at least one field information on the work order;
and setting allocation conditions corresponding to the work order types according to the work order information, wherein the allocation conditions are used for indicating allocation objects corresponding to the work order types.
3. The method of claim 2, wherein setting allocation conditions corresponding to the respective work order types according to the work order information comprises:
for at least one work order information corresponding to each work order type, determining an allocation queue corresponding to each work order information, wherein each allocation queue comprises at least one allocation object;
and setting the priority of the allocation queue corresponding to the at least one work order information.
4. The method of claim 1, wherein determining a corresponding target allocation object for the work order to be processed according to allocation conditions corresponding to the target work order type, comprises:
extracting target work order information included in the work order to be processed;
acquiring allocation conditions corresponding to the target work order types; the allocation conditions comprise allocation queues and priorities corresponding to the target work order types;
Determining a target allocation queue corresponding to the target work order information according to the priority;
and taking one allocation object in the target allocation queue as a target allocation object.
5. The method of claim 4, wherein determining a target allocation queue corresponding to the target work order information based on the priority comprises:
judging whether a plurality of distribution queues corresponding to the target work order type exist in the distribution queues corresponding to the target work order information or not;
and if a plurality of distribution queues corresponding to the target work order information exist, taking the distribution queue with the highest priority as the target distribution queue.
6. The method of claim 4, wherein targeting one allocation object in the target allocation queue as a target allocation object comprises:
selecting an allocation object with the least current work order processing amount from the target allocation queue as the target allocation object; or alternatively
And selecting the allocation object with the shortest response time of the current work order from the target allocation queue as the target allocation object.
7. The method of claim 1, wherein assigning the work order to be processed to the target assignment object such that the target assignment object processes the work order to be processed comprises:
Generating push information corresponding to the work order to be processed; the push information is used for representing description information of the to-be-processed condition and problem detail information;
and displaying the push information to the target distribution object.
8. A work order processing apparatus, the apparatus comprising:
the input-output module is configured to acquire a target work order type to be processed;
the processing module is configured to determine a corresponding target allocation object for the work order to be processed according to allocation conditions corresponding to the target work order type; wherein the allocation conditions are pre-built based on the target work order type;
the input-output module is further configured to allocate the work order to be processed to the target allocation object, so that the target allocation object processes the work order to be processed.
9. A computing device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, wherein the processor implements the method of any of claims 1-7 when the computer program is executed.
10. A computer readable storage medium comprising instructions which, when run on a computer, cause the computer to perform the method of any of claims 1-7.
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| CN116777186A (en) * | 2023-08-23 | 2023-09-19 | 武汉吧哒科技股份有限公司 | Operation and maintenance work order dispatching method and device, computer equipment and storage medium |
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| CN116777186A (en) * | 2023-08-23 | 2023-09-19 | 武汉吧哒科技股份有限公司 | Operation and maintenance work order dispatching method and device, computer equipment and storage medium |
| CN116777186B (en) * | 2023-08-23 | 2024-04-02 | 武汉吧哒科技股份有限公司 | Operation and maintenance work order dispatching method and device, computer equipment and storage medium |
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