WO2006092089A1

WO2006092089A1 - A method for queuing electronic work lists

Info

Publication number: WO2006092089A1
Application number: PCT/CN2005/002143
Authority: WO
Inventors: Yinfu Lu; Quansheng Kang
Original assignee: Huawei Technologies Co., Ltd.
Priority date: 2005-03-01
Filing date: 2005-12-09
Publication date: 2006-09-08
Also published as: CN100499492C; CN1829159A

Abstract

A method for queuing electronic work lists, comprises: the said electronic work lists have at least one nature attribute and at least one variant attribute, set preliminarily ability queues according to the at least one nature attribute of the electronic work lists; place the electronic work lists to be processed into the ability queues having identical nature attribute according to the respective nature attribute of the electronic work lists; the system calculates the total weight of each electronic work list in each ability queue according to the weight of the at least one variant attribute, and queues the electronic work lists in the same ability queue according to the magnitude of the total weight of the electronic work lists, if the total weight of the electronic work list is high, the priority of the electronic work list is high. The method according to the present invention ensures that the electronic work lists can be queued better according to the priority, thereby improves the service quality, and reduces the workload of the electronic work lists processing personal.

Description

Method for realizing electronic work order queuing

Technical field

The invention relates to a method for processing an electronic work order, in particular to a method for realizing electronic work order queuing. Background of the invention

The operation and maintenance system of the telecommunication network is commonly known as the electronic work order system. The electronic work order processed by the system involves telecommunication services such as billing, settlement, business and accounting. At present, when operators process electronic work orders, they first sort the order according to the submission time or manually, and then process all the electronic work orders in order, and the electronic work orders listed in the first place will be processed first. For electronic work orders that need to be prioritized, the electronic work order can only be prioritized when it is manually sorted. This method of manual sorting is inefficient, prone to omissions, and has high personnel costs.

With the popularity of electronic information technology, customers will be more required to prioritize when submitting electronic work orders. The existing manual queuing methods are far from meeting the needs of customers, and the manual queuing method is very inflexible. Summary of the invention

In view of this, the main object of the present invention is to provide a method for realizing electronic work order queuing, which ensures that the order of electronic work orders can more flexibly reflect customer priority requirements.

To achieve the above objective, the technical solution of the present invention is specifically implemented as follows: A method for implementing electronic work order queuing, the electronic work order having at least one natural attribute and at least one variable attribute, the method comprising the following steps: a, pre-setting the skill queue according to at least one natural attribute of the electronic work order; b, placing the electronic work order to be processed into the skill queue having the same natural attribute according to the corresponding natural attribute;

c. The system calculates the total weight of each electronic work order in each skill queue according to the weight of at least one variable attribute, and prioritizes the electronic work orders in the same skill queue according to the total weight of the electronic work order. In the queue, the electronic work order with high total weight has a high priority.

The natural attributes of the electronic work order include the customer level, the business type, and the acceptance mode; in step a, the skill queue is set according to the customer level, the business type, the acceptance mode, or any combination of the above three natural attributes.

Step a further includes: assigning a skill queue label to each of the set skill queues; step b is specifically: assigning a correspondence to each electronic work order according to each of the electronic work orders to be processed for setting a natural attribute of the skill queue Skill Queue Tab; Each e-work order is placed in a skill queue with the same skill queue label based on the assigned skill queue label.

The total weight of each electronic work order in each skill queue in step c is calculated and updated by the system timing.

The method for calculating the total weight according to step c is specifically: the system selects at least one variable attribute for calculating the total weight, and sets a weight for each type of the variable attribute, and the size of the weight reflects the variable Attributes of different types of priorities; calculating the total weights by using the weights of the variable attributes corresponding to the type of the electronic work order, and the weights of the corresponding weights, the weights reflecting the weight of each weight in the total weight, The total weight is expressed as the sum of the weight of the corresponding type of each variable attribute and the weight.

The variable attributes described in step c include customer type, urgency, status, and processing time limit;

The customer type sets the weight according to the degree of importance, and the greater the weight of the customer type, the heavier The urgency is set according to the emergency level, and the electronic work order with the greater weight is more urgent; the state is set according to the two types of pending and pending, and the weight to be replied is greater than The weight of the processing; the processing time limit is set according to the remaining time, and the remaining time of the electronic work order with the larger weight is less.

The method for setting the processing time limit weight is specifically: the system sets the weight of the processing time according to the feedback time M set by the user, the current time N of the system, and the threshold time L; when the difference between the feedback time M and the current time N of the system is greater than When the threshold time L is set, the weight of the processing time limit is set to 0;

When the difference between the feedback time M and the current time N of the system is less than or equal to the threshold time L, the weight of the processing time limit is set as: the difference between the feedback time M and the current time N of the system, the absolute value after the time L is multiplied by the first coefficient The result obtained by X is added with a second coefficient Y.

The first coefficient X and the second coefficient 配置 are configured according to actual needs.

The method for calculating the total weight according to step c further includes: the system selecting at least one natural attribute for calculating the weight from all the natural attributes, and respectively setting a weight for the different type of the natural attribute, the weight The size reflects the priority of different types of natural attributes; the sum of the products of the natural attribute corresponding type of the selected electronic work order and the weight of the weight, and the total weight calculated by the variable attribute The values are added together to obtain the total weight of the electronic work order.

The method for selecting the natural attribute for calculating the weight is specifically: selecting, among all the natural attributes, other natural attributes different from the natural attributes of the set skill queue.

It can be seen from the above technical solution that the method for implementing the electronic work order queuing of the present invention sets the skill queue according to at least one natural attribute of the electronic work order, and processes the electronic work order into a queue. For the electronic work order in the same skill queue, calculate the total weight of each electronic work order according to at least one variable attribute and/or natural attribute of the electronic work order, so that the electronic work order is in the skill queue according to the total weight value. In the queue, the size of the total weight is reflected in the electronics The priority in the skill queue alone allows the high priority electronic work order to be processed first. The method ensures that the electronic work order can be better queued according to the priority, thereby improving the service quality and high flexibility, and the method greatly reduces the workload of the electronic work order processing personnel. BRIEF DESCRIPTION OF THE DRAWINGS

1 is a flow chart of queuing an electronic work order in a preferred embodiment of the present invention;

2 is a schematic diagram of setting a skill queue in a preferred embodiment of the present invention. Mode for carrying out the invention

The present invention will be further described in detail below with reference to the accompanying drawings.

Since each electronic work order has at least one natural attribute and at least one variable attribute, the present invention sets a skill queue for one or more natural attributes of the electronic work order, and in the same skill queue, according to one or more variables The attribute and/or the natural attribute calculate the total weight of the electronic work order, and then discharge the processing order of all the electronic work orders in the skill queue according to the total weight value, and use the total weight of the electronic work order to reflect the priority.

Since the variable attribute such as the processing time limit of the electronic work order is reflected in the calculation of the total weight, the total weight will change correspondingly with time, then the order of the electronic work orders in the skill queue will be based on The total weight changes dynamically.

As shown in FIG. 1, the method for queuing an electronic work order in a preferred embodiment of the present invention specifically includes the following steps:

Step 101: Pre-set a skill queue according to one or more natural attributes of the electronic work order. An electronic work order generally has multiple natural attributes, such as customer level, business type, and acceptance mode. Before processing an electronic work order, the natural attributes of the electronic work order for setting the skill queue can be selected according to the usage requirements. For example, the skill queue is divided according to the combination of the two natural attributes of the customer level and the business type. It is assumed that the natural attribute of the customer level has two types of large customers and ordinary customers, and the business types are two types of complaint business and consulting business. According to the combination of the above two natural attributes, a total of four skill queues of a large customer complaint queue, a general customer complaint queue, a large customer consultation queue, and a general customer consultation queue are set.

When the electronic work order is processed in the sub-queue, the electronic work orders in the different skill queues can be processed in parallel in parallel, or the priority of each skill queue can be determined first according to the needs, and then processed according to the priority of the skill queues. For example, the big customer complaint queue has the highest priority, the general customer consultation queue has the lowest priority, and the operator will first handle the electronic work order in the big customer complaint queue.

The method of setting the skill queue is not limited to this. You can select more natural attributes to divide the skill queue. For example: There is an electronic work order for the GPRS service acceptance of large customers. The electronic work order has two natural attributes, namely SERVICECLASS and USERGRADE, of which SERVICECLASS is of type GPRS service acceptance, and USERGRADE type is 'big customer'. According to the natural attribute of the above electronic work order, a skill queue for processing the GPRS service acceptance of the large customer can be defined.

Figure 2 shows an example of the division of the skill queue, where A, B, C, etc. represent the natural attributes of the electronic work order, and Al, A2, B1, etc. represent the types corresponding to the natural attributes. Different skill queues can be divided according to the natural attributes of the electronic work order and the type of each natural attribute. Each skill queue can correspond to the natural attributes of multiple electronic work orders.

The division of the skill queue is not static. If the electronic work order has a new natural attribute or the network demand changes, the division of the skill queue will change accordingly.

Step 102: The electronic work order to be processed is placed in a phase according to a corresponding natural attribute. In the skill queue with the same natural attributes.

In this embodiment, when the electronic work order to be processed is received, the natural attribute type of the electronic work order is determined according to the natural attribute used in the preset skill queue. Since the natural attributes of the electronic work order to be processed and its type require manual identification, the action is done manually. Then, according to the natural attribute of the electronic work order and its type, the skill queue is determined, and the label of the skill queue belongs to the electronic work order.

Then, the system determines the skill queue to which the electronic work order belongs according to the tag, and saves the electronic work order in the belonging skill queue for processing. The tag may be a logical identifier. When the skill queue is set in step 101, the system assigns a logical identifier to each skill queue in advance, by determining the logical identifier of the electronic work order and the logical identifier of the skill queue. Match the situation and place the electronic work order in the assigned skill queue.

Step 103: For each skill queue, the system periodically calculates and updates the total weight of each electronic work order in the queue, and arranges all the electronic work orders in the same skill queue according to the updated total weight, and the total weight is large. The electronic work orders are arranged in front to be processed first.

The total weight of the above electronic work order can be calculated according to the weight of each electronic work order variable attribute. ·

Assuming that there are multiple electronic work orders waiting to be processed in the skill queue of the telecom customer complaint, the total weight of each electronic work order can be calculated by the formula (1):

Total weight = VIP coefficient A+Emergencyx coefficient B+Statusx coefficient C+Limitx coefficient D (1) The variable attributes used in equation (1) include customer type, urgency, status, and processing time limit, where:

1. The weight VIP corresponds to the variable type of the customer type. The variable attribute has different types, such as: diamond card, gold card, Shenzhouxing, etc. The system sets the weight according to the importance degree of the customer for different types of the variable attribute, and the important customer needs Give high priority, so the weight set for important customers is large. For example: The diamond card has a weight of 500, the right of the gold card The value is 400, and the weight of Shenzhouxing is 100.

2. The weight value Emergency corresponds to the urgency attribute. The variable attribute has the types of different emergency levels, such as general, urgent, and urgent. The higher the urgent level, the higher the priority required for the electronic work order, so it is set. The greater the weight. For example, the generality has a weight of 0, the urgency has a weight of 10, and the urgency has a weight of 100.

3. The weight status corresponds to the state attribute of the variable. The variable attribute includes two types of pending and pending. The electronic work order to be replied needs to have higher priority than the electronic work order to be processed, so these two types The weights of the types are set to 100 and 200, respectively.

4. Weight Limit The processing time limit is the variable attribute. The weight of the variable attribute is set as follows:

When (M - N ) - L > 0, Limit is 0;

When (M - N ) - L < =0, Limit is ^ N) - ) x + y , where _ABS is the operator for absolute value, and the X and Y values can be configured according to actual needs. For example: When X is 1 and Y is 0, Limit is ^ — N) — ).

In the above judgment condition, M is the feedback time desired by the user, N is the current time of the system, and L is the threshold time set by the system, then S = M - N is the remaining time of the electronic work order. When S>L, the electronic work order is in the non-timeout phase, and Limit is set to 0. That is, the variable attribute of the processing time limit does not affect the calculation of the total weight of the electronic work order; when S<=L, the electronic worker If the time is in the timeout period, the less time remaining in the electronic work order, the greater the weight. The above L value can be flexibly adjusted. Generally, the range of L is from -10000 to 10000. The smaller the L value, the smaller the influence of the processing time limit on the total weight of the electronic work order.

5. The coefficients A to D are respectively used to indicate the weight of the corresponding weight of the variable attribute in the total weight. By adjusting the coefficients A~D, the operator can adjust the weight of the weight attribute corresponding to the total weight of the electronic work order.

Since the total weight of the electronic work order may change over time, the electronic work order is in the skill The order in which the queues are arranged also changes dynamically as the total weight is updated.

The method for calculating the total weight described in formula (1) is only one embodiment. The system can select other variable attributes according to needs, and assign weight values to different variable attributes to calculate the total weight of each electronic work order. Moreover, the system can adjust the weight of a particular variable attribute and the weight of the specific variable attribute in the total weight calculation according to actual needs.

In addition, the system may also select at least one natural attribute for calculating the weight from all the natural attributes, and set a weight for the different types of the selected natural attributes, and reflect the priority of different types of the natural attributes by the weight size. .

When selecting the natural attribute used to calculate the weight, you can select from the other natural attributes of the electronic work order other natural attributes that are different from the natural attributes of the set skill queue. For example, if the skill queue is set to adopt two natural attributes: customer level and acceptance mode, then only the business type is used when calculating the weight. Since the business type has two types of "complaint business" and "consulting business", these two types can be used. The types of weights are set to 200 and 100, respectively, in order to highlight the importance of "complaint business."

Thus, when calculating the total weight of the electronic work order, the weight of each selected natural attribute corresponding type is multiplied by the weight set for the weight, and then the product of all the selected natural attribute weights is multiplied. And adding the total weight obtained by the calculation of the variable attribute, and finally obtaining the total weight of the electronic work order.

After determining the variable attribute and the natural attribute of the total weight by the above method, the system calculates the total weight of all the electronic work orders at regular intervals, and all the electronic workers in the same skill queue according to the total weight. The queues are single, and the electronic work orders with large total weights are arranged first, and the priority is high. Therefore, according to the queuing method of the present invention, the system can process the electronic work orders with high priority first.

It can be seen from the above embodiments that the method for implementing the electronic work order queuing of the present invention sets the skill queue according to at least one natural attribute of the electronic work order, and according to at least one variable. The weight of the attribute and/or the natural attribute calculates the total weight of each electronic work order, and the electronic work order in the same skill queue is arranged by the total weight, thereby ensuring that the electronic work order is better queued according to the priority, thereby Improve service quality and flexibility.

Claims

Claim

A method for implementing an electronic work order queuing, wherein the electronic work order has at least one natural attribute and at least one variable attribute, wherein the method comprises the following steps:

a. pre-setting the skill queue according to at least one natural attribute of the electronic work order; b. placing the electronic work order to be processed into the skill queue having the same natural attribute according to the corresponding natural attribute;

2. The method according to claim 1, wherein the natural attributes of the electronic work order include a customer level, a service type, and a receiving mode;

In step a, the skill queue is set according to the customer level, the business type, the acceptance mode, or any combination of the above three natural attributes.

The method according to claim 1 or 2, wherein the step a further comprises: assigning a skill queue label to each of the set skill queues;

Step b is specifically: according to each of the to-be-processed electronic work orders for setting the natural attributes of the skill queue, assigning corresponding skill queue labels to each electronic work order; each electronic work order according to the assigned skill queue label Put in the skill queue with the same skill queue label.

4. The method according to claim 1, wherein the total weight of each electronic work order in each skill queue in step c is calculated and updated by the system timing.

The method according to claim 1, wherein the method for calculating the total weight according to step c is specifically: the system selects at least one variable attribute used to calculate the total weight, and respectively represents the variable Different types of attributes: set weights, the size of which reflects The variable attribute has different types of priorities; the weight of the variable attribute corresponding to the type of the electronic work order, and the weight of the corresponding weight are calculated, and the weight reflects the weight of each weight in the total weight, The total weight is expressed as the sum of the weight of the corresponding type of each variable attribute and the weight.

The method according to claim 5, wherein the variable attribute described in step c includes a customer type, an urgency, a status, and a processing time limit;

The customer type sets the weight according to the importance level, and the more important the customer type is, the more important the customer value is; the urgency is set according to the emergency level, and the electronic work order with the larger weight is higher in urgency; The processing and pending reply types are set to be weighted, and the weight to be replied is greater than the weight to be processed; the processing time limit is set according to the remaining time, and the remaining time of the electronic work order with the larger weight is smaller.

The method according to claim 6, wherein the method for setting the processing time limit weight is specifically: the system sets the processing time limit according to the feedback time M set by the user, the current time N of the system, and the threshold time L. Value

When the difference between the feedback time M and the current time N of the system is greater than the threshold time L, the weight of the processing time limit is set to 0;

8. The method according to claim 7, wherein the first coefficient X and the second coefficient 配置 are configured according to actual needs.

The method according to claim 5, wherein the method for calculating the total weight according to step c further comprises: the system selecting at least one natural attribute for calculating the weight from all the natural attributes, and respectively Setting a weight for the different types of the natural attributes, the size of the weight reflecting the priority of different types of natural attributes; the selected electrons The sum of the product of the natural attribute of the work order and the weight of the weight is multiplied by the total weight obtained by the variable attribute calculation to obtain the total weight of the electronic work order.

The method according to claim 9, wherein the method for selecting a natural attribute for calculating a weight is specifically: selecting, among all the natural attributes, another natural property different from a natural attribute of the set skill queue. Attributes.