CN1829159A - Method for realizing electronic workform queuing - Google Patents
Method for realizing electronic workform queuing Download PDFInfo
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- CN1829159A CN1829159A CNA2005100086751A CN200510008675A CN1829159A CN 1829159 A CN1829159 A CN 1829159A CN A2005100086751 A CNA2005100086751 A CN A2005100086751A CN 200510008675 A CN200510008675 A CN 200510008675A CN 1829159 A CN1829159 A CN 1829159A
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- work order
- skill queue
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
- H04M3/5233—Operator skill based call distribution
Abstract
The present invention discloses a method to realize electronic work sheet queueing method. It contains according to electronic work sheet natural quality pre - setting skill queue, electronic work sheet put in relevant attributive skill queue according to its natural quality, system according to variable's attributes weight(ed) value calculating each electronic work sheet total weight(ed) value in skill queue, according to electronic work sheet total weight(ed) value to proceed priority queueing to electronic work sheet in same skill queue, electronic work sheet with high total weight(ed) value having high priority.
Description
Technical field
The present invention relates to the processing method of electronic work order, refer to a kind of method that realizes electronic workform queuing especially.
Background technology
The network operation maintenance system of telecommunications industry is commonly called as trouble ticket tystem, and the electronic work order of this system handles relates to telecommunication services such as charging, clearing, business and account.At present, when operating personnel handle electronic work order, at first according to time order and function ordering or the manual arrangement order submitted to, handle all electronic work orders according to order then, the electronic work order that comes the front obtains earlier handling.For the electronic work order that needs priority treatment, can only when the manual arrangement order, this electronic work order be come the front, could guarantee its preferential acquisition processing.This manual sorting's method treatment effeciency is low, be prone to and omit and the personnel cost height.
Along with popularizing of electronic information technology, the client can require to embody priority more when submitting electronic work order to, and the method for existing manual queuing far can not be met customer need, and the method very flexible of manual queuing.
Summary of the invention
In view of this, main purpose of the present invention is to provide a kind of method that realizes electronic workform queuing, guarantees that the ordering of electronic work order embodies client's priority better, and the flexibility height.
For achieving the above object, technical scheme of the present invention specifically is achieved in that
A kind of method that realizes electronic workform queuing, described electronic work order has natural quality and variable's attribute, it is characterized in that, and this method may further comprise the steps:
A, set in advance skill queue according to the natural quality of electronic work order;
B, pending electronic work order is put into the skill queue with respective attributes by its natural quality;
The total weight value of each electronic work order in each skill queue calculates in c, system according to the weights of variable's attribute, size by the electronic work order total weight value is carried out priority queueing to the electronic work order in the same skill queue, the priority height of the electronic work order that total weight value is high.
Natural quality described in the step a comprises levels of clients and type of service.
Step a also is included as each skill queue and distributes the skill queue label; Then step b specifically comprises: the natural quality according to each pending electronic work order distributes the skill queue label for each electronic work order; Skill queue label according to electronic work order is put into electronic work order in the skill queue with identical skill queue label.
Preferably, the total weight value of each electronic work order in each skill queue regularly calculates renewal by system among the step c.
The method of the described calculating total weight value of step c is: system is the dissimilar weights that are provided with of each variable's attribute, the dissimilar priority of size reflection variable's attribute of these weights; With the weights of all variable's attribute corresponding types of electronic work order, and the weight calculation total weight value of each weights, be expressed as the weights and the weight sum of products of each variable's attribute corresponding types, this weight reflects the proportion of each weights in total weight value.
Preferably, the described variable's attribute of step c comprises: customer type, urgency level, state and process limited;
Customer type is provided with weights by significance level, and the customer type that weights are big more is important more;
Urgency level is provided with weights by emergency level, and the electronic work order that weights are big more is urgent more;
State is provided with weights by pending with waiting to reply, and weights to be replied are greater than pending weights;
Process limited, the electronic work order that weights are big more was few more remaining time by weights are set remaining time.
Further, the method for the weights in set handling time limit is: system is expressed as according to feedback time M, current time in system N and the weights in threshold time L set handling time limit that the user sets:
When the difference of feedback time M and current time in system N during greater than threshold time L, the weights in process limited are set to 0;
When the difference of feedback time M and current time in system N was less than or equal to threshold time L, the weights in process limited were: the result that the difference of feedback time M and current time in system N subtracts the first coefficient X gained absolute on duty behind the threshold time L adds the second coefficient Y.
Preferably, the described first coefficient X and the second coefficient Y dispose according to actual needs.
As seen from the above technical solution, the method for this realization electronic workform queuing of the present invention is that the natural quality according to electronic work order is provided with skill queue, divides formation to handle electronic work order.For the electronic work order in the same skill queue, calculate the total weight value of each electronic work order according to the variable's attribute of electronic work order, electronic work order is lined up in skill queue according to the size of total weight value, and the size by total weight value embodies the priority of this electronic work order in skill queue.This method guarantees that electronic work order can be better according to priority queueing, thereby improves service quality, the flexibility height, and this method has alleviated the workload of electronic work order treatment people simultaneously.
Description of drawings
Fig. 1 is for being provided with the schematic diagram of skill queue among the present invention;
Fig. 2 realizes the flow chart that electronic workform queuing is handled in a preferred embodiment of the present invention.
Embodiment
For making purpose of the present invention, technical scheme and advantage clearer, below with reference to the accompanying drawing embodiment that develops simultaneously, the present invention is described in more detail.
The natural quality that the present invention is directed to electronic work order is provided with skill queue, and in same skill queue, according to all electronic work orders in the size queuing processing skill queue of each electronic work order total weight value, with the total weight value embodiment priority of electronic work order.Because the variable's attributes such as process limited of electronic work order are embodied in the calculating of total weight value, so along with the variation of variable such as time, respective change can take place total weight value, the ordering of electronic work order in skill queue also can dynamic change so.
As shown in Figure 2, the method for electronic workform queuing processing specifically may further comprise the steps:
Step 201: the natural quality according to electronic work order sets in advance skill queue.
Before handling electronic work order, can determine the natural quality of electronic work order according to user demand, be used to be provided with skill queue.Divide skill queue such as these two natural qualities of levels of clients and type of service are set, suppose: this natural quality of levels of clients has these two types of big customer and normal client; This natural quality of type of service has complains professional and these two types of consultation services, the big customer then is set altogether complains that formation, normal client complain formation, big customer to seek advice from formation, normal client is seeked advice from these four skill queue of formation.Electronic work order in the above-mentioned skill queue can be by the skill queue processing of running simultaneously.Further, also can determine the priority of each skill queue as required earlier, handle by the priority of skill queue again.Such as: the big customer complains the priority of formation the highest, and the priority of normal client consulting formation is minimum.After having determined the priority of skill queue, operating personnel will handle the big customer at first and complain electronic work order in the formation.
The method to set up of skill queue is not limited thereto, and can select more electronic work order natural quality to divide skill queue.Such as: it is to accept about big customer's gprs service that an electronic work order is arranged, this electronic work order has two natural qualities, be respectively SERVICECLASS and USERGRADE, wherein the type of SERVICECLASS is ' gprs service is accepted ', the type of USERGRADE is ' big customer ', handles the skill queue that big customer's gprs service is accepted according to one of the natural quality definable of above-mentioned electronic work order.Therefore, as shown in Figure 1, can divide different skill queue, the natural quality that each skill queue can corresponding a plurality of electronic work orders according to the type of electronic work order natural quality and each natural quality.The natural quality of expression electronic work orders such as A, B, C among Fig. 1, the type of the corresponding natural quality of expression such as A1, A2, B1.
The division of skill queue is not unalterable, and along with the new natural quality or the variation of demand appear in electronic work order, corresponding change can take place in the division of skill queue.
Step 202: pending electronic work order is placed in the corresponding skill queue according to natural quality.
In the present embodiment, can when receive pending electronic work order, determine the natural quality of electronic work order earlier and determine corresponding natural quality type.Because the natural quality and the type thereof of pending electronic work order need manual identified, so action is by manually finishing.Natural quality and type thereof according to electronic work order are searched affiliated skill queue, and add the label of affiliated skill queue for this electronic work order.
Then, system judges skill queue under the above-mentioned electronic work order according to label, under this electronic work order is placed in the skill queue.Above-mentioned label can be a logical identifier, when then in the step 201 skill queue being set, system distributes a logical identifier for each skill queue, the logical identifier of system by judging electronic work order and the match condition of the logical identifier of skill queue are placed on electronic work order in the affiliated skill queue.
Step 203: for each skill queue, the total weight value of each electronic work order in the formation is regularly calculated and upgraded in system, according to the electronic work order in the same skill queue of big minispread of the total weight value after upgrading, the electronic work order that total weight value is big is arranged in preceding to handle so that obtain earlier.
The total weight value of above-mentioned electronic work order obtains according to the weights of each electronic work order variable's attribute.
Suppose to have in the skill queue that telecom client is complained a plurality of electronic work orders etc. pending, then the total weight value of each electronic work order can adopt the method for formula (1) to calculate:
Total weight value=VIP * coefficient A+Emergency * coefficient B+Status * coefficient C+Limit * coefficient D (1)
The weights of the variable's attribute that uses comprise in the formula (1): VIP, Emergency, Status and Limit, and the implication and the method to set up of above-mentioned four weights are as follows:
1, this variable's attribute of customer type of the corresponding electronic work order of weights VIP, this variable's attribute has dissimilar, such as: diamond card, gold card, walk in the Divine Land etc., system is the dissimilar weights that are provided with of this variable's attribute according to client's significance level, Very Important Person need give high priority, so the weights that are provided with for Very Important Person are bigger.Such as: the weights of diamond card are 500, and the weights of gold card are 400, and the weights of walk in the Divine Land are 100 etc.
2, this variable's attribute of urgency level of the corresponding electronic work order of weights Emergency, this variable's attribute has the type of the different emergency level of expression such as general, urgent, extra urgent, the required priority of the electronic work order that emergency level is high more is high more, so the weights that are provided with are big more.Such as: the weights of general degree are 0, and the weights of urgency level are 10, and the weights of extra urgent degree are 100 etc.
3, this variable's attribute of state of the corresponding electronic work order of weights Status, this variable's attribute comprises pending and waits to reply these two types, the priority of the required embodiment of electronic work order to be replied is higher than pending electronic work order, so two types weights are made as 100 and 200 respectively.
4, this variable's attribute of process limited of the corresponding electronic work order of weights Limit, the weight calculation method of this variable's attribute is as follows:
When (M-N)-L＞0, Limit is 0;
When (M-N)-L＜=0, Limit be ABS ((M-N)-L) * X+Y, wherein ABS is an operator of asking absolute value, X, Y value can be configured according to actual needs.Such as: when X is 1, Y is 0 o'clock, and Limit is ABS ((M-N)-L).
In the above-mentioned Rule of judgment, the feedback time that M wishes for the user, N is the current time of system, and L is the threshold time of default, and then S=M-N is the remaining time of this electronic work order.When S＞L, electronic work order is in the not overtime stage, and this moment, Limit was 0, and promptly this variable's attribute of process limited calculates the total weight value of this electronic work order and do not exert an influence; When S＜=L, electronic work order is in the overtime stage, then the remaining time of this electronic work order few more, weights are big more.Above-mentioned L value can flexible, generally sets the scope from-10000 to 10000 of L, and the L value is more little, and the process limited is more little to the total weight value influence of electronic work order.
5, coefficient A～D is respectively applied for the weight of weights in total weight value of the variable's attribute correspondence of expression electronic work order.By the method for adjustment factor A～D, the proportion that weights that can regulated variable attribute correspondence account in the total weight value of electronic work order.
Because the total weight value of electronic work order may change in time, the ordering of electronic work order in skill queue also can be with the more kainogenesis respective change of total weight value.
The method of the described calculating total weight value of formula (1) only is an embodiment, and system can select other variable's attribute as required, and calculates the total weight value of each electronic work order for different variable's attribute tax weights.And system can adjust the weights size of certain particular variables attribute and the weight of weights in total weight value calculates of this particular variables attribute according to actual needs.
The total weight value of all electronic work orders calculates in system every the set time, and the electronic work order in the same skill queue is ranked according to the size of total weight value, before the electronic work order that total weight value is big is arranged in, the priority height that is embodied, so according to queuing strategy of the present invention, system can the high electronic work order of first processing priority.
By the above embodiments as seen, the method of this realization electronic workform queuing of the present invention is provided with skill queue according to the natural quality of electronic work order, and calculate the total weight value of each electronic work order according to the weights of variable's attribute, by the electronic work order in the same skill queue of big minispread of total weight value, guarantee that electronic work order is better according to priority queueing, thereby improve service quality, and flexibility height.
Claims (8)
1, a kind of method that realizes electronic workform queuing, described electronic work order has natural quality and variable's attribute, it is characterized in that, and this method may further comprise the steps:
A, set in advance skill queue according to the natural quality of electronic work order;
B, pending electronic work order is put into the skill queue with respective attributes by its natural quality;
The total weight value of each electronic work order in each skill queue calculates in c, system according to the weights of variable's attribute, size by the electronic work order total weight value is carried out priority queueing to the electronic work order in the same skill queue, the priority height of the electronic work order that total weight value is high.
2, method according to claim 1 is characterized in that, the natural quality described in the step a comprises levels of clients and type of service.
3, method according to claim 1 and 2 is characterized in that, step a also is included as each skill queue and distributes the skill queue label; Then step b specifically comprises: the natural quality according to each pending electronic work order distributes the skill queue label for each electronic work order; Skill queue label according to electronic work order is put into electronic work order in the skill queue with identical skill queue label.
4, method according to claim 1 is characterized in that, the total weight value of each electronic work order among the step c in each skill queue regularly calculates renewal by system.
5, method according to claim 1 is characterized in that, the method for the described calculating total weight value of step c is: system is the dissimilar weights that are provided with of each variable's attribute, the dissimilar priority of size reflection variable's attribute of these weights; With the weights of all variable's attribute corresponding types of electronic work order, and the weight calculation total weight value of each weights, be expressed as the weights and the weight sum of products of each variable's attribute corresponding types, this weight reflects the proportion of each weights in total weight value.
6, method according to claim 5 is characterized in that, the described variable's attribute of step c comprises: customer type, urgency level, state and process limited;
Customer type is provided with weights by significance level, and the customer type that weights are big more is important more;
Urgency level is provided with weights by emergency level, and the electronic work order that weights are big more is urgent more;
State is provided with weights by pending with waiting to reply, and weights to be replied are greater than pending weights;
Process limited, the electronic work order that weights are big more was few more remaining time by weights are set remaining time.
7, method according to claim 6 is characterized in that, the method for the weights in set handling time limit is: system is expressed as according to feedback time M, current time in system N and the weights in threshold time L set handling time limit that the user sets:
When the difference of feedback time M and current time in system N during greater than threshold time L, the weights in process limited are set to 0;
When the difference of feedback time M and current time in system N was less than or equal to threshold time L, the weights in process limited were: the result that the difference of feedback time M and current time in system N subtracts the first coefficient X gained absolute on duty behind the threshold time L adds the second coefficient Y.
8, method according to claim 7 is characterized in that, the described first coefficient X and the second coefficient Y dispose according to actual needs.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB2005100086751A CN100499492C (en) | 2005-03-01 | 2005-03-01 | Method for realizing electronic work order queuing |
| PCT/CN2005/002143 WO2006092089A1 (en) | 2005-03-01 | 2005-12-09 | A method for queuing electronic work lists |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNB2005100086751A CN100499492C (en) | 2005-03-01 | 2005-03-01 | Method for realizing electronic work order queuing |
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| CN1829159A true CN1829159A (en) | 2006-09-06 |
| CN100499492C CN100499492C (en) | 2009-06-10 |
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| CNB2005100086751A Expired - Fee Related CN100499492C (en) | 2005-03-01 | 2005-03-01 | Method for realizing electronic work order queuing |
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| WO (1) | WO2006092089A1 (en) |
Cited By (14)
| Publication number | Priority date | Publication date | Assignee | Title |
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| WO2008122231A1 (en) * | 2007-04-09 | 2008-10-16 | Huawei Technologies Co., Ltd. | A work sheet priority management method and system and a work sheet processing method and system |
| CN101094100B (en) * | 2007-06-01 | 2010-05-26 | 中兴通讯股份有限公司 | Method and device for processing 'put into operation' command for service of electronical work sheet |
| CN101742394B (en) * | 2008-11-17 | 2012-07-04 | 中国移动通信集团公司 | Electronic work order priority level adjustment method and electronic work order executing method and device |
| CN103873305A (en) * | 2014-03-28 | 2014-06-18 | 中国联合网络通信集团有限公司 | Electronic work order processing method and electronic work order system |
| CN105701738A (en) * | 2016-03-30 | 2016-06-22 | 上海上实龙创智慧能源科技股份有限公司 | Area architectural energy consumption platform data acquisition processing method and device for realizing same |
| CN107094208A (en) * | 2016-09-28 | 2017-08-25 | 北京小度信息科技有限公司 | Worksheet method and device |
| CN107679635A (en) * | 2017-08-04 | 2018-02-09 | 平安科技（深圳）有限公司 | Client's follow-up method, system and readable storage medium storing program for executing based on priority |
| CN108074042A (en) * | 2017-12-28 | 2018-05-25 | 华润电力技术研究院有限公司 | A kind of survey wind data processing system |
| CN108196949A (en) * | 2017-12-28 | 2018-06-22 | 华润电力技术研究院有限公司 | A kind of survey wind data processing method and relevant device |
| CN108416596A (en) * | 2017-08-04 | 2018-08-17 | 平安科技（深圳）有限公司 | Client's follow-up method, electronic device and readable storage medium storing program for executing priority-based |
| CN109508843A (en) * | 2017-09-14 | 2019-03-22 | 阿里巴巴集团控股有限公司 | A kind of intelligent Service implementation method and device |
| CN109657955A (en) * | 2018-12-10 | 2019-04-19 | 新疆信息产业有限责任公司 | The management method that work order is distributed and evaluated |
| CN109858772A (en) * | 2019-01-04 | 2019-06-07 | 优信拍（北京）信息科技有限公司 | A kind of processing method of work order, device and system |
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| CN1084113C (en) * | 1998-09-30 | 2002-05-01 | 华为技术有限公司 | Call queuing route distribution method |
| CN1434619A (en) * | 2002-01-25 | 2003-08-06 | 英业达集团(上海)电子技术有限公司 | System and method for realizing dynamic displaying telephone record |
| US6885638B2 (en) * | 2002-06-13 | 2005-04-26 | Motorola, Inc. | Method and apparatus for enhancing the quality of service of a wireless communication |
-
2005
- 2005-03-01 CN CNB2005100086751A patent/CN100499492C/en not_active Expired - Fee Related
- 2005-12-09 WO PCT/CN2005/002143 patent/WO2006092089A1/en not_active Application Discontinuation
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| Publication number | Priority date | Publication date | Assignee | Title |
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| WO2008122231A1 (en) * | 2007-04-09 | 2008-10-16 | Huawei Technologies Co., Ltd. | A work sheet priority management method and system and a work sheet processing method and system |
| CN101094100B (en) * | 2007-06-01 | 2010-05-26 | 中兴通讯股份有限公司 | Method and device for processing 'put into operation' command for service of electronical work sheet |
| CN101742394B (en) * | 2008-11-17 | 2012-07-04 | 中国移动通信集团公司 | Electronic work order priority level adjustment method and electronic work order executing method and device |
| CN103873305A (en) * | 2014-03-28 | 2014-06-18 | 中国联合网络通信集团有限公司 | Electronic work order processing method and electronic work order system |
| CN105701738A (en) * | 2016-03-30 | 2016-06-22 | 上海上实龙创智慧能源科技股份有限公司 | Area architectural energy consumption platform data acquisition processing method and device for realizing same |
| CN107094208A (en) * | 2016-09-28 | 2017-08-25 | 北京小度信息科技有限公司 | Worksheet method and device |
| WO2019024595A1 (en) * | 2017-08-04 | 2019-02-07 | 平安科技（深圳）有限公司 | Priority-based client follow-up method, electronic apparatus and readable storage medium |
| CN107679635A (en) * | 2017-08-04 | 2018-02-09 | 平安科技（深圳）有限公司 | Client's follow-up method, system and readable storage medium storing program for executing based on priority |
| CN108416596A (en) * | 2017-08-04 | 2018-08-17 | 平安科技（深圳）有限公司 | Client's follow-up method, electronic device and readable storage medium storing program for executing priority-based |
| CN109508843A (en) * | 2017-09-14 | 2019-03-22 | 阿里巴巴集团控股有限公司 | A kind of intelligent Service implementation method and device |
| CN108196949A (en) * | 2017-12-28 | 2018-06-22 | 华润电力技术研究院有限公司 | A kind of survey wind data processing method and relevant device |
| CN108074042A (en) * | 2017-12-28 | 2018-05-25 | 华润电力技术研究院有限公司 | A kind of survey wind data processing system |
| CN108074042B (en) * | 2017-12-28 | 2021-07-13 | 华润电力技术研究院有限公司 | Anemometry data processing system |
| CN109657955A (en) * | 2018-12-10 | 2019-04-19 | 新疆信息产业有限责任公司 | The management method that work order is distributed and evaluated |
| CN109858772A (en) * | 2019-01-04 | 2019-06-07 | 优信拍（北京）信息科技有限公司 | A kind of processing method of work order, device and system |
| CN110119876A (en) * | 2019-04-03 | 2019-08-13 | 口碑(上海)信息技术有限公司 | Worksheet method and device |
Also Published As
| Publication number | Publication date |
|---|---|
| WO2006092089A1 (en) | 2006-09-08 |
| CN100499492C (en) | 2009-06-10 |
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