WO2018166351A1 - 服务管理方法、系统、终端设备及介质 - Google Patents

服务管理方法、系统、终端设备及介质 Download PDF

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Publication number
WO2018166351A1
WO2018166351A1 PCT/CN2018/077689 CN2018077689W WO2018166351A1 WO 2018166351 A1 WO2018166351 A1 WO 2018166351A1 CN 2018077689 W CN2018077689 W CN 2018077689W WO 2018166351 A1 WO2018166351 A1 WO 2018166351A1
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Prior art keywords
service
processing
information
user
terminal
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PCT/CN2018/077689
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English (en)
French (fr)
Inventor
刘琴
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Ping An Technology Shenzhen Co Ltd
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Ping An Technology Shenzhen Co Ltd
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Publication of WO2018166351A1 publication Critical patent/WO2018166351A1/zh
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    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • G06Q30/0613—Electronic shopping [e-shopping] using intermediate agents
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • G06Q30/0633—Managing shopping lists, e.g. compiling or processing purchase lists
    • G06Q30/0635—Managing shopping lists, e.g. compiling or processing purchase lists replenishment orders; recurring orders

Definitions

  • the present application belongs to the field of information management technologies, and in particular, to a service management method, system, terminal device, and medium.
  • financial management institutions such as banks, insurance, securities, etc. use the service management system to manage the services of the operators, that is, who uses the management mode of billing to track the services of the first-time operators.
  • the types of services provided by first-time operators to customers include, but are not limited to, savings services, insurance services, wealth management services, and loan services.
  • the first-time operator is only responsible for recording and transmitting the customer's service request, and the follow-up feedback to the service is limited, that is, the processing progress of the related service cannot be obtained in real time and the customer feedback is timely.
  • the related service exceeds its preset deadline, and the customer still has not received relevant feedback, which is easy to reduce the customer's service satisfaction with the financial institution, resulting in the loss of customer resources.
  • the loan service when the first-time operator receives the customer, it records the customer's loan request, and sends the loan request to the loan business personnel who handle the loan request, completes the delivery of the service request, but receives the loan from the loan business personnel.
  • the follow-up processing progress after the request cannot be monitored. When the customer consults the loan processing progress, the customer cannot be promptly fed back the service processing progress, thus affecting the customer's service satisfaction with the financial institution.
  • the embodiment of the present application provides a service management method, system, terminal device, and medium, so as to solve the problem that the first service operator cannot perform real-time tracking of the service in the existing service management system, which is easy to cause The problem of customer resource loss.
  • a first aspect of the embodiments of the present application provides a service management method, including:
  • the service terminal receives service basic information input by the first operator, and sends the service basic information to the background server;
  • the service basic information includes a first user ID, a customer ID, a service ID, and a service type;
  • the background server receives the service basic information, and determines, according to the service type, a plurality of service processing links associated with the service ID, a processing user ID corresponding to each service processing link, and a preset deadline;
  • the background server determines the emergency status of the service associated with the service ID according to the system time and the preset deadline of each service processing link; sorts the emergency status of all services to form a list of pending service emergency states, and Sending a service emergency list to the service terminal corresponding to the processing user ID and/or the first user ID;
  • the service terminal receives and displays the pending service emergency list.
  • a second aspect of the embodiments of the present application provides a service management system, including a service terminal and a background server;
  • the service terminal is configured to receive service basic information input by the first operator and send the service basic information to the background server;
  • the service basic information includes a first user ID, a customer ID, a service ID, and a service. Types of;
  • the background server is configured to receive the service basic information, and determine, according to the service type, a number of service processing links associated with the service ID, a processing user ID corresponding to each service processing link, and a preset deadline;
  • the background server is further configured to determine an emergency status of the service associated with the service ID according to a preset timeout of the system time and each service processing link; and sort the emergency status of all services to form a pending service emergency a status list, and sending the pending service emergency status list to the processing user ID and/or the service terminal corresponding to the first question user ID;
  • the service terminal is further configured to receive and display the to-be-processed service emergency status list.
  • a third aspect of the embodiments of the present application provides a terminal device, including a memory and a processor, where the computer stores computer readable instructions executable on the processor, the processor executing the computer The following steps are implemented when reading the instruction:
  • the service basic information includes a first user ID, a customer ID, a service ID, and a service type;
  • the service basic information is input by the first question operator to the service terminal;
  • the processing service emergency list is sent to the processing user ID and/or the service terminal corresponding to the first user ID, so that the service terminal displays the pending service emergency status list.
  • a fourth aspect of the embodiments of the present application provides a computer readable storage medium storing computer readable instructions that, when executed by a processor, implement the following steps:
  • the service basic information includes a first user ID, a customer ID, a service ID, and a service type;
  • the service basic information is input by the first question operator to the service Terminal
  • the processing service emergency list is sent to the processing user ID and/or the service terminal corresponding to the first user ID, so that the service terminal displays the pending service emergency status list.
  • the first-time operator can upload the service basic information to the background server through the service terminal, and the background server determines the processing user ID and the preset deadline of the corresponding service processing link based on the service basic information;
  • the preset deadline determines the emergency status of the service, thereby determining the pending service emergency list and transmitting to the service terminal;
  • the service terminal receives and displays the pending service emergency list, so that the first operator and/or the processing operator can Track and/or process the services to be processed in real time, improve its processing efficiency, and feedback the progress in time to improve customer satisfaction with the first-time operators and organizations.
  • FIG. 1 is a flowchart of a service management method in Embodiment 1 of the present application.
  • FIG. 3 is another flowchart of a service management method in Embodiment 1 of the present application.
  • FIG. 4 is a schematic block diagram of a service management system in Embodiment 2 of the present application.
  • FIG. 5 is a schematic diagram of a terminal device in Embodiment 3 of the present application.
  • FIG. 1 shows a flow chart of the service management method in this embodiment.
  • the service management method shown in FIG. 1 is applied to a service management system.
  • the service management system includes a service terminal and a background server connected through a network communication.
  • the service terminal may be a smart terminal such as a smart phone or a tablet computer connected to the background server through a WiFi network, a 3G network or a 4G network.
  • the service management method includes the following steps:
  • the service terminal 10 receives the service basic information input by the first operator and sends the service basic information to the background server 20; the service basic information includes the first user ID, the customer ID, the service ID, and the service type.
  • the first-time operator is the operator inside the organization that receives the customer for the first time and performs subsequent connection with the customer.
  • the first question user ID is used to uniquely identify the first question operator, which may be the first job number or ID number of the operator.
  • the customer ID may be an identifier for identifying the user, and may be a customer identification number or a customer name.
  • the service ID is a service number for uniquely identifying the service, and the service number may be a number result of numbering the service handled by the organization according to a preset numbering rule.
  • the type of service is the type of service the customer wants to handle, including but not limited to savings, insurance, wealth management and loan services. The type of service determines the service processing of the service.
  • the background server 20 receives the service basic information, and determines, according to the service type, a plurality of service processing links associated with the service ID, a processing user ID corresponding to each service processing link, and a preset deadline.
  • the default deadline is the deadline for the financial institution to pre-set the processing of any service.
  • the background server also stores the service basic information and the service processing link, the processing user ID, and the preset deadline in the service information summary table, so as to implement the management of the service basic information, and implement the monitoring process of the service. .
  • the background server 20 a plurality of service processing links corresponding to each service type and a preset deadline and a processing user ID corresponding to each service processing link are pre-stored, and the background server 20 receives the basic service uploaded by the service terminal 10. After the information, the service processing link associated with the service ID and the processing user ID and the preset deadline for each service processing link are determined according to the service type in the service basic information.
  • the background server 20 pre-stores at least two processing user IDs corresponding to any service processing link; when receiving the service basic information, sorts the current workload of the processing workers corresponding to the at least two processing user IDs, and A processing user ID corresponding to the service basic information is determined based on the sorting result.
  • the processing user ID corresponding to any service processing link pre-stored in the background server 20 includes at least two, and when the background server 20 receives any service basic information, all processing user personnel corresponding to the processing user ID are processed to the service processing link.
  • the current workload is counted and sorted, and the processing staff with a small workload is selected as the processing operator of the service processing link corresponding to the service ID, and the processing user ID is associated with the service ID to correspond to the processing user ID.
  • the processing staff evenly distributes the service, and avoids the backlog of the pending service of the processing worker corresponding to the processing user ID, which affects the service processing efficiency.
  • the background server 20 determines the service emergency state associated with the service ID according to the system time and the preset deadline of each service processing link; sorts the emergency status of all services to form a pending service emergency list, and The pending service emergency list is sent to the service terminal 10 corresponding to the processing user ID and/or the first user ID.
  • the service emergency list may be classified based on the same processing user ID or the same first user ID.
  • a first pending service emergency status list based on the same processing user ID and a second pending service emergency status list based on the same first question user ID.
  • the pending service emergency list divides the emergency status of all pending services into several emergency levels, and sorts according to the emergency level.
  • S14 The service terminal 10 receives and displays a list of pending service emergency states.
  • the processing operator can receive and display the first pending service emergency status list pushed by the background server 20, so that the processing operator can know all the pending services to be processed in time.
  • Emergency status especially overtime parts and emergency parts and transfer failures, etc.
  • prioritize the pending service of the emergency level to avoid any service processing delays that affect customer satisfaction with the organization's services. degree.
  • the first-time operator can receive and display the second pending service emergency status list pushed by the background server 20, so that the first-time operator can know all the processed items in time.
  • the emergency status of the service especially the timeout component and emergency pending parts and transfer failure parts, etc.
  • the service emergency state is associated with a system time and a preset deadline for the service processing session.
  • the system time is greater than the preset cut-off time, the greater the distance between the system time and the preset cut-off time, the more urgent; when the system time is less than the preset cut-off time, the smaller the distance between the system time and the preset cut-off time, the more urgent.
  • the background server 20 collects the emergency status of all the services in the service information summary table in real time, sorts all the services according to the service emergency state, forms a pending service emergency list, and sends the first pending service emergency list to the processing user ID. Corresponding service terminal 10, so that the processing staff can know the service to be processed in time.
  • the background server 20 also sends the second to-be-processed service emergency list to the service terminal 10 corresponding to the first-time user ID, so that the first-time operator can know the processing progress of the service associated with it in time, so as to track in time.
  • each service is divided into several service processing links connected in sequence according to the service type, and each service processing link corresponds to a processing user ID and a preset deadline.
  • the background server 20 obtains the system time, compares the system time with the preset deadline of the corresponding service processing link, and divides the service being processed as follows: the system time is greater than the preset deadline of the service processing link, and the service is determined as Timeout.
  • the service is determined to be an incomplete piece when the system time is less than the preset deadline of the service processing session.
  • the preset deadline time from the service processing link is less than the preset value
  • the service is determined as an emergency pending component. All service processing links will be completed, but the unsuccessful transfer service will be determined as a transfer failure.
  • the first-time operator can upload service basic information to the background server through the service terminal, and the background server determines the processing user ID and the preset deadline of the corresponding service processing link based on the service basic information;
  • the preset deadline determines the emergency status of the service, thereby determining the pending service emergency list and transmitting to the service terminal;
  • the service terminal receives and displays the pending service emergency list, so that the first question operator and/or the processing operator are both It can track or process the services it needs to handle in real time, improve its processing efficiency, and feedback the progress in time to improve customer satisfaction with the first-time operators and organizations.
  • the service management method further includes the following steps:
  • the service terminal 10 receives the progress query information input by the first questioning operator, and sends the progress query information to the background server 20; the progress query information includes the first question user ID, and further includes a service ID or a customer ID.
  • the first-time operator is the operator inside the organization that receives the customer for the first time and performs subsequent connection with the customer.
  • the first question user ID is used to uniquely identify the first question operator, which may be the first job number or ID number of the operator.
  • the service ID is a service number for uniquely identifying the service, and the service number may be a number result of numbering the service handled by the organization according to a preset numbering rule.
  • the customer ID may be an identifier for identifying the user, and may be a customer identification number or a customer name.
  • each service ID is associated with a first user ID and a customer ID, but each first user ID can be associated with multiple customer IDs, and each customer ID can be associated with multiple service IDs. .
  • the first-time operator uploads the progress inquiry information through the service terminal 10
  • the first-time operator needs to log in to the service management system with the first-time user ID, so that all the progress inquiry information uploaded by the operator includes the first-question user ID.
  • the service terminal 10 may upload the progress query information including the first user ID and the service ID to the background server 20; in the first question, the operator is unsure of the service that the customer wants to query.
  • the service ID is known and only the customer ID is known, the progress query information including the first user ID and the customer ID can be uploaded to the background server 20 through the service terminal 10.
  • the background server 20 receives the progress query information, obtains the process progress information corresponding to the progress query information from the service information summary table, and sends the process progress information to the service terminal 10; the process progress information includes the current service processing link and the processing user. ID and preset deadline.
  • the service information summary table pre-stored by the background server 20 records a number of service processing links corresponding to each service and a processing user ID and a preset deadline corresponding to each service processing link.
  • the processing user ID is used to uniquely identify the processing worker, and may be a job number or an ID number of the processing staff.
  • the processing staff is the processing staff responsible for any service processing within the organization.
  • the background server 20 After receiving the progress query information uploaded by the service terminal 10, the background server 20 queries the service information summary table for the process progress information corresponding to the service ID in the progress query information, or queries the acquisition and the first question operator ID and the customer ID. Corresponding processing progress information. That is, if the progress inquiry information uploaded by the service terminal 10 includes the first question user ID and the service ID, since the service ID is a service number for uniquely identifying the service, one piece of process progress information associated with the service ID is acquired. If the progress query information uploaded by the service terminal 10 includes the first question user ID and the customer ID, since the same customer can handle multiple services through a first-time operator, the services have the same first-question user ID and customer ID, so that the service can be obtained. The first progress is the processing progress information corresponding to the service ID and the service ID.
  • the service terminal 10 receives and displays the processing progress information.
  • the first-time operator can log in to the service management system through the first-time user ID, receive the processing progress information of any service processed by it, understand the current service processing link, process the user ID and preset deadline, and track its processing in real time.
  • the follow-up processing of the service can provide timely feedback when the customer inquires, and improve the customer's service satisfaction with the first-time operators and organizations.
  • the first-time operator can upload the progress query information to the background server 20 through the service terminal 10, and receive the processing progress information fed back by the background server 20 through the service terminal 10, so that the first-time operator It can know the processing progress information of each service that it handles in real time, and realize the tracking and processing of the services it handles; and enable the customer to know the processing progress information of the service through the first question operator, and feedback in time, without having to go through various service processing links.
  • the corresponding processing personnel separately understand that it is beneficial to improve the customer's service satisfaction with the first-time operators and organizations.
  • the service management method further includes the following steps:
  • the service terminal 10 receives the service processing information input by the processing operator corresponding to the processing user ID, and transmits the service processing information to the background server 20.
  • the service processing information includes a processing user ID, a service ID, and processing content.
  • the background server 20 receives the service processing information, and forms service state change information based on the service processing information; and sends the service state change information to the service terminal 10 corresponding to the first user ID and the service user ID corresponding to the next service processing link.
  • the terminal 10; the service status change information includes a service ID, a processing user ID of the next service processing link, and a preset deadline of the next service processing link.
  • the background server 20 receives the service processing information, the service ID of the service processing information and the processing user ID query determine the processing user ID of the next service processing link and the preset deadline of the next service processing link to form a service status change. information.
  • the background server 20 sends the service status change information to the first-time operator corresponding to the first-time user ID, so that the first-time operator understands the processing progress information such as the current service processing link of the processed service, and realizes real-time tracking of the service.
  • the background server 20 transmits the service status change information to the processing worker corresponding to the processing user ID of the next service processing step to remind him to process the pending service in time.
  • the service terminal 10 receives and displays the service status change information.
  • the first-time operator logs in to the system with the first-time user ID
  • he/she can receive the service status change information, so that the first-time operator can understand the processing progress information such as the current service processing link of the processed service, and realize real-time tracking of the service.
  • the service status change information can be received to remind the processing personnel of the next service processing link to know the pending service in time.
  • the background server 20 when the background server 20 receives the service processing information input by the processing worker, the service status change information is generated; and the service status change information is transmitted to the first question operator and the next service.
  • the processing staff of the processing link can simplify the flow of the pending service between the two service processing links, improve the service processing efficiency, and timely send the processing progress information of different service processing links to the corresponding processing personnel and the first question.
  • the operator can realize real-time monitoring of the processing progress of any service.
  • Fig. 4 shows a schematic block diagram of the service management system in this embodiment.
  • the service management system includes a service terminal 10 and a background server 20 that are connected by network communication.
  • the service terminal 10 may be a smart terminal such as a smart phone or a tablet computer that is connected to the background server 20 through a WiFi network, a 3G network, or a 4G network.
  • the service terminal 10 is configured to receive service basic information input by the first operator and send the service basic information to the background server 20; the service basic information includes a first user ID, a customer ID, a service ID, and a service type.
  • the background server 20 is configured to receive service basic information, and determine, according to the service type, a plurality of service processing links associated with the service ID, a processing user ID corresponding to each service processing link, and a preset deadline.
  • the default deadline is the deadline for the financial institution to pre-set the processing of any service.
  • the background server is further configured to store the service basic information and the service processing link, the processing user ID, and the preset deadline in the service information summary table, so as to implement management of the service basic information and implement monitoring of the service. Processing progress. Specifically, in the background server 20, a plurality of service processing links corresponding to each service type and a preset deadline and a processing user ID corresponding to each service processing link are pre-stored, and the background server 20 receives the basic service uploaded by the service terminal 10. After the information, the service processing link associated with the service ID and the processing user ID and the preset deadline for each service processing link are determined according to the service type in the service basic information.
  • the background server 20 is further configured to pre-store at least two processing user IDs corresponding to any service processing link; and when receiving the service basic information, perform current workload on the processing workers corresponding to the at least two processing user IDs. Sorting, and determining a processing user ID corresponding to the service basic information based on the sorting result.
  • the background server 20 is further configured to store the service basic information and the service processing link, the processing user ID, and the preset deadline in the service information summary table.
  • the service terminal 10 is further configured to receive service processing information input by the processing operator, and send the service processing information to the background server;
  • the background server 20 is further configured to receive the service processing information, form service state change information based on the service processing information, and send the service state change information to the service terminal and the next service corresponding to the first user ID Processing the service terminal corresponding to the user ID;
  • the service status change information includes a service ID, a processing user ID of the next service processing link, and a preset deadline of the next service processing link;
  • the service terminal 10 is further configured to receive and display the service status change information.
  • the service terminal 10 is configured to receive progress query information input by the first operator and send the progress query information to the background server;
  • the progress query information includes a first user ID and a service ID or customer ID;
  • the background server is configured to receive the progress query information, obtain process progress information corresponding to the progress query information from the service information summary table, and send the process progress information to the service terminal;
  • the processing progress information includes the current service processing link, the processing user ID, and the preset deadline;
  • the service terminal is configured to receive and display the processing progress information.
  • the background server 20 when the background server 20 receives the service processing information input by the processing worker, the service status change information is generated; and the service status change information is transmitted to the first question operator and the next service.
  • the processing staff of the processing link can simplify the flow of the pending service between the two service processing links, improve the service processing efficiency, and timely send the processing progress information of different service processing links to the corresponding processing personnel and the first question.
  • the operator can realize real-time monitoring of the processing progress of any service.
  • FIG. 5 is a schematic diagram of a terminal device according to an embodiment of the present application.
  • the terminal device 5 of this embodiment includes a processor 50 and a memory 51 in which computer readable instructions 52, such as a service management program, executable on the processor 50 are stored.
  • the processor 50 when executing the computer readable instructions 52, implements the steps in the various service management method embodiments described above, such as steps S11 through S14 shown in FIG.
  • the processor 50 executes the computer readable instructions 52
  • the functions of the background server in the above-described system embodiment are implemented, such as the functions of the background server 20 shown in FIG.
  • the computer readable instructions 52 may be partitioned into one or more modules/units that are stored in the memory 51 and executed by the processor 50, To complete this application.
  • the one or more modules/units may be a series of computer readable instruction segments capable of performing a particular function, the instruction segments being used to describe the execution of the computer readable instructions 52 in the terminal device 5.
  • the terminal device may include, but is not limited to, a processor 50 and a memory 51. It will be understood by those skilled in the art that FIG. 5 is only an example of the terminal device 5, does not constitute a limitation of the terminal device 5, may include more or less components than the illustrated, or combine some components, or different components.
  • the terminal device may further include an input/output device, a network access device, a bus, and the like.
  • the so-called processor 50 can be a central processing unit (Central Processing Unit, CPU), can also be other general-purpose processors, digital signal processors (DSP), application specific integrated circuits (Application Specific Integrated Circuit (ASIC), Field-Programmable Gate Array (FPGA) or other programmable logic device, discrete gate or transistor logic device, discrete hardware components, etc.
  • the general purpose processor may be a microprocessor or the processor or any conventional processor or the like.
  • the memory 51 may be an internal storage unit of the terminal device 5, such as a hard disk or a memory of the terminal device 5.
  • the memory 51 may also be an external storage device of the terminal device 5, such as a plug-in hard disk equipped on the terminal device 5, a smart memory card (SMC), and a secure digital (SD). Card, flash card, etc. Further, the memory 51 may also include both an internal storage unit of the terminal device 5 and an external storage device.
  • the memory 51 is configured to store the computer readable instructions and other programs and data required by the terminal device.
  • the memory 51 can also be used to temporarily store data that has been output or is about to be output.
  • each functional unit in each embodiment of the present application may be integrated into one processing unit, or each unit may exist physically separately, or two or more units may be integrated into one unit.
  • the above integrated unit can be implemented in the form of hardware or in the form of a software functional unit.
  • the integrated unit if implemented in the form of a software functional unit and sold or used as a standalone product, may be stored in a computer readable storage medium.
  • a computer readable storage medium A number of instructions are included to cause a computer device (which may be a personal computer, server, or network device, etc.) to perform all or part of the steps of the methods described in various embodiments of the present application.
  • the foregoing storage medium includes: a U disk, a mobile hard disk, a read-only memory (ROM), a random access memory (RAM), a magnetic disk, or an optical disk, and the like, which can store program codes. .

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Abstract

一种服务管理方法、系统、终端设备及介质，适用于信息管理技术领域，方法包括：业务终端接收首问作业人员输入的服务基本信息，并将服务基本信息发送给后台服务器（S11）；后台服务器接收服务基本信息，基于服务类型确定与服务ID相关联的若干服务处理环节、每一服务处理环节对应的处理用户ID和预设截止时间（S12)；后台服务器根据系统时间与每一服务处理环节的预设截止时间，确定与服务ID相关联的服务的紧急状态；对所有服务的紧急状态进行排序，以形成待处理服务紧急状态列表，并将待处理服务紧急状态列表发送给处理用户ID和/或首问用户ID对应的业务终端（S13）；业务终端接收并显示待处理服务紧急状态列表（S14）。本方案可使首问作业人员和/或处理作业人员及时了解并反馈处理进度，提高处理效率。

Description

服务管理方法、系统、终端设备及介质
本申请要求于2017年03月14日提交中国专利局、申请号为201710149662.9、发明名称为“服务管理系统及方法”的中国专利申请的优先权，其全部内容通过引用结合在本申请中。
技术领域
本申请属于信息管理技术领域，尤其涉及一种服务管理方法、系统、终端设备及介质。
 背景技术
当前银行、保险、证券等金融机构内采用服务管理系统对作业人员的服务进行管理，即采用谁开单谁跟踪的管理模式，以实现对首问作业人员开单的服务进行管理。在金融机构中，首问作业人员给客户所提供的服务类型包括但不限于储蓄服务、保险服务、理财服务和贷款服务。当前金融机构所采用的服务管理系统中，首问作业人员只负责记录并传递客户的服务请求，对服务的后续跟踪反馈力度有限，即无法实时获取相关服务的处理进度并及时给客户反馈，容易使得相关服务超过其预设截止时间，而客户仍未得到相关反馈，容易降低客户对金融机构的服务满意度，导致客户资源流失。以贷款服务为例，首问作业人员在接待客户时，会记录客户的贷款请求，并将贷款请求发送给处理接收贷款请求的贷款业务人员，完成服务请求的传递，但对贷款业务人员接收贷款请求之后的后续处理进度无法进行监控，在客户咨询贷款处理进度时，无法给客户及时反馈服务处理进度，从而影响客户对金融机构的服务满意度。
 技术问题
有鉴于此，本申请实施例提供了一种服务管理方法、系统、终端设备及介质，以解决现有服务管理系统中，首问作业人员无法实时对其所办理的服务进行及时跟踪，容易导致客户资源流失的问题。
 技术解决方案
本申请实施例的第一方面提供了一种服务管理方法，包括：
业务终端接收首问作业人员输入的服务基本信息，并将所述服务基本信息发送给所述后台服务器；所述服务基本信息包括首问用户ID、客户ID、服务ID和服务类型；
后台服务器接收所述服务基本信息，基于所述服务类型确定与所述服务ID相关联的若干服务处理环节、每一服务处理环节对应的处理用户ID和预设截止时间；
后台服务器根据系统时间与每一服务处理环节的预设截止时间，确定与服务ID相关联的服务的紧急状态；对所有服务的紧急状态进行排序，以形成待处理服务紧急状态列表，并将所述待处理服务紧急状态列表发送给所述处理用户ID和/或所述首问用户ID对应的业务终端；
业务终端接收并显示所述待处理服务紧急状态列表。
本申请实施例的第二方面提供了一种服务管理系统，包括业务终端和后台服务器；
所述业务终端，用于接收首问作业人员输入的服务基本信息，并将所述服务基本信息发送给所述后台服务器；所述服务基本信息包括首问用户ID、客户ID、服务ID和服务类型；
所述后台服务器，用于接收所述服务基本信息，基于所述服务类型确定与所述服务ID相关联的若干服务处理环节、每一服务处理环节对应的处理用户ID和预设截止时间；
所述后台服务器，还用于根据系统时间与每一服务处理环节的预设截止时间，确定与服务ID相关联的服务的紧急状态；对所有服务的紧急状态进行排序，以形成待处理服务紧急状态列表，并将所述待处理服务紧急状态列表发送给所述处理用户ID和/或所述首问用户ID对应的业务终端；
所述业务终端，还用于接收并显示所述待处理服务紧急状态列表。
本申请实施例的第三方面提供了一种终端设备，包括存储器以及处理器，所述存储器中存储有可在所述处理器上运行的计算机可读指令，所述处理器执行所述计算机可读指令时实现如下步骤：
接收业务终端上传的服务基本信息，所述服务基本信息包括首问用户ID、客户ID、服务ID和服务类型；
基于所述服务类型确定与所述服务ID相关联的若干服务处理环节、每一服务处理环节对应的处理用户ID和预设截止时间；所述服务基本信息由首问作业人员输入于所述业务终端；
根据系统时间与每一服务处理环节的预设截止时间，确定与服务ID相关联的服务的紧急状态；对所有服务的紧急状态进行排序，以形成待处理服务紧急状态列表，并将所述待处理服务紧急状态列表发送给所述处理用户ID和/或所述首问用户ID对应的业务终端，以使所述业务终端显示所述待处理服务紧急状态列表。
本申请实施例的第四方面提供了一种计算机可读存储介质，所述计算机可读存储介质存储有计算机可读指令，所述计算机可读指令被处理器执行时实现如下步骤：
接收业务终端上传的服务基本信息，所述服务基本信息包括首问用户ID、客户ID、服务ID和服务类型；
基于所述服务类型确定与所述服务ID相关联的若干服务处理环节、每一服务处理环节对应的处理用户ID和预设截止时间；所述服务基本信息由首问作业人员输入于所述业务终端；
根据系统时间与每一服务处理环节的预设截止时间，确定与服务ID相关联的服务的紧急状态；对所有服务的紧急状态进行排序，以形成待处理服务紧急状态列表，并将所述待处理服务紧急状态列表发送给所述处理用户ID和/或所述首问用户ID对应的业务终端，以使所述业务终端显示所述待处理服务紧急状态列表。
 有益效果
本申请实施例中，首问作业人员可通过业务终端向后台服务器上传服务基本信息，后台服务器基于服务基本信息，确定对应的服务处理环节的处理用户ID和预设截止时间；再根据系统时间与预设截止时间确定服务的紧急状态，从而确定待处理服务紧急状态列表并发送给业务终端； 业务终端接收并显示该待处理服务紧急状态列表，以使首问作业人员和/或处理作业人员可实时对其所要办理的服务进行跟踪和/或处理，提高其处理效率，及时反馈处理进度，以便于提高客户对首问作业人员及机构的服务满意度。
 附图说明
图1是本申请实施例1中服务管理方法的一流程图；
图2是本申请实施例1中服务管理方法的另一流程图；
图3是本申请实施例1中服务管理方法的另一流程图；
图4是本申请实施例2中服务管理系统的一原理框图；
图5是本申请实施例3中终端设备的示意图。
 本发明的实施方式
为了对本申请的技术特征、目的和效果有更加清楚的理解，现对照附图详细说明本申请的具体实施方式。
实施例1
图1示出本实施例中的服务管理方法的一流程图。如图1所示的服务管理方法应用于服务管理系统中。其中，服务管理系统包括通过网络通信相连的业务终端和后台服务器。其中，业务终端可以是与后台服务器通过WiFi网络、3G网络或4G网络通信相连的智能手机、平板电脑等智能终端。如图1所示，该服务管理方法包括如下步骤：
S11：业务终端10接收首问作业人员输入的服务基本信息，并将服务基本信息发送给后台服务器20；服务基本信息包括首问用户ID、客户ID、服务ID和服务类型。
其中，首问作业人员是首次接待客户并与客户进行后续对接的机构内部的作业人员。首问用户ID用于唯一识别首问作业人员，可以是首问作业人员的工号或身份证号等。客户ID可以是用于识别用户的标识，可以是客户身份证号或客户姓名等。服务ID是用于唯一识别服务的服务编号，该服务编号可以是机构内部按预设编号规则对所办理的服务进行编号的编号结果。服务类型是客户所要办理服务的类型，包括但不限于储蓄服务、保险服务、理财服务和贷款服务。服务类型可决定服务的服务处理环节。
S12：后台服务器20接收服务基本信息，基于服务类型确定与服务ID相关联的若干服务处理环节、每一服务处理环节对应的处理用户ID和预设截止时间。其中，预设截止时间是指金融机构对任一服务处理环节预先设置的处理的最后期限。
步骤S12之后，后台服务器还将服务基本信息和服务处理环节、处理用户ID和预设截止时间存储在服务信息汇总表中，以便于实现对服务基本信息的管理，并实现监控该服务的处理进度。具体地，在后台服务器20中预先存储每一服务类型对应的若干服务处理环节以及每一服务处理环节对应的预设截止时间和处理用户ID，后台服务器20在接收到业务终端10上传的服务基本信息后，根据服务基本信息中的服务类型确定与服务ID相关联的服务处理环节以及每一服务处理环节的处理用户ID和预设截止时间。
步骤S12中，后台服务器20预先存储任一服务处理环节对应的至少两个处理用户ID；在接收服务基本信息时，对至少两个处理用户ID对应的处理作业人员的当前工作量进行排序，并基于排序结果确定与服务基本信息相对应的处理用户ID。后台服务器20中预先存储的任一服务处理环节对应的处理用户ID包括至少两个，后台服务器20在接收到任一服务基本信息时，会对该服务处理环节所有处理用户ID对应的处理作业人员的当前工作量进行统计并排序，选取工作量较小的处理作业人员作为与服务ID对应的服务处理环节的处理作业人员，将其处理用户ID与服务ID相关联，以给处理用户ID对应的处理作业人员均匀分配服务，避免在任一处理用户ID对应的处理作业人员的待处理服务存在积压现象，影响服务处理效率。
S13：后台服务器20根据系统时间与每一服务处理环节的预设截止时间，确定与服务ID相关联的服务紧急状态；对所有服务的紧急状态进行排序，以形成待处理服务紧急状态列表，并将待处理服务紧急状态列表发送给处理用户ID和/或首问用户ID对应的业务终端10。
具体地，在对所有待处理服务的紧急状态进行排序以形成待处理服务紧急状态列表时，还可基于相同的处理用户ID或相同的首问用户ID可对待处理服务紧急状态列表进行分类，形成基于相同处理用户ID的第一待处理服务紧急状态列表和基于相同首问用户ID的第二待处理服务紧急状态列表。本实施例中，待处理服务紧急状态列表将所有待处理服务的紧急状态划分成若干紧急等级，并依据紧急等级进行排序。
S14：业务终端10接收并显示待处理服务紧急状态列表。
具体地，处理作业人员在业务终端10以处理用户ID登录时，可接收并显示后台服务器20推送的第一待处理服务紧急状态列表，以使处理作业人员及时了解待其处理的所有待处理服务的紧急状态（尤其是超时件和紧急待处理件和转帐失败件等），并优先对紧急等级在前的待处理服务进行处理，以避免任一服务处理环节超期而影响客户对机构的服务满意度。
相应地，首问作业人员在业务终端10以首问用户ID登录时，可接收并显示后台服务器20推送的第二待处理服务紧急状态列表，以使首问作业人员及时了解其处理过的所有服务的紧急状态（尤其是超时件和紧急待处理件和转帐失败件等），以实现对其待处理服务进行实时跟踪，可实时监控并督促对应的处理作业人员对相应处理环节进行处理。
在该服务管理方法中，服务紧急状态与系统时间和服务处理环节的预设截止时间相关联。在系统时间大于预设截止时间时，系统时间与预设截止时间的间距越大越紧急；在系统时间小于预设截止时间时，系统时间与预设截止时间的间距越小越紧急。后台服务器20实时统计服务信息汇总表中所有服务的紧急状态，对所有服务依据服务紧急状态进行排序，以形成待处理服务紧急状态列表，并将第一待处理服务紧急状态列表发送给处理用户ID对应的业务终端10，以使处理作业人员及时了解待处理服务。后台服务器20还将第二待处理服务紧急状态列表发送给首问用户ID对应的业务终端10，以使首问作业人员及时了解与其相关联的服务的处理进度，以使得及时跟踪。
在服务处理过程中，每一服务按服务类型划分成顺序相连的若干服务处理环节，每一服务处理环节对应一处理用户ID和预设截止时间。后台服务器20获取系统时间，并将系统时间与相应服务处理环节的预设截止时间进行比较，对正在处理的服务进行如下划分：在系统时间大于服务处理环节的预设截止时间，将服务确定为超时件。在系统时间小于服务处理环节的预设截止时间，将服务确定为未完成件。在系统时间小于服务处理环节的预设截止时间，且距离服务处理环节的预设截止时间小于预设值时，将服务确定为紧急待处理件。将完成所有服务处理环节，但转帐不成功的服务确定为转帐失败件。
该服务管理方法中，首问作业人员可通过业务终端向后台服务器上传服务基本信息，后台服务器基于服务基本信息，确定对应的服务处理环节的处理用户ID和预设截止时间；再根据系统时间与预设截止时间确定服务的紧急状态，从而确定待处理服务紧急状态列表并发送给业务终端；业务终端接收并显示该待处理服务紧急状态列表，以使首问作业人员和/或处理作业人员均可实时对其所要办理的服务进行跟踪或处理，提高其处理效率，及时反馈处理进度，以便于提高客户对首问作业人员及机构的服务满意度。
如图2所示，在一具体实施方式中，该服务管理方法还包括如下步骤：
S21：业务终端10接收首问作业人员输入的进度查询信息，并将进度查询信息发送给后台服务器20；进度查询信息包括首问用户ID，还包括服务ID或客户ID。其中，首问作业人员是首次接待客户并与客户进行后续对接的机构内部的作业人员。首问用户ID用于唯一识别首问作业人员，可以是首问作业人员的工号或身份证号等。服务ID是用于唯一识别服务的服务编号，该服务编号可以是机构内部按预设编号规则对所办理服务进行编号的编号结果。客户ID可以是用于识别用户的标识，可以是客户身份证号或客户姓名等。
本实施例中，每一服务ID与一首问用户ID和一客户ID相关联，但每一首问用户ID可与多个客户ID相关联，每一客户ID可与多个服务ID相关联。在首问作业人员通过业务终端10上传进度查询信息时，首问作业人员需以首问用户ID登录该服务管理系统，使其上传的所有进度查询信息均包括首问用户ID。在首问作业人员确定客户所要查询的服务的服务ID时，可通过业务终端10向后台服务器20上传包含首问用户ID和服务ID的进度查询信息；在首问作业人员不确定客户所要查询服务的服务ID而只知道客户ID时，可通过业务终端10向后台服务器20上传包含首问用户ID和客户ID的进度查询信息。
S22：后台服务器20接收进度查询信息，从服务信息汇总表中获取与进度查询信息相对应的处理进度信息，并将处理进度信息发送给业务终端10；处理进度信息包括当前服务处理环节、处理用户ID和预设截止时间。后台服务器20预存的服务信息汇总表记录每一服务对应的若干服务处理环节和每一服务处理环节对应的处理用户ID和预设截止时间。处理用户ID用于唯一识别处理作业人员，可以是处理作业人员的工号或身份证号等。而处理作业人员是机构内部负责任一服务处理环节的处理人员。后台服务器20在接收到业务终端10上传的进度查询信息后，从服务信息汇总表中查询与进度查询信息中的服务ID相对应的处理进度信息，或者查询获取与首问作业人员ID和客户ID相对应的处理进度信息。即若业务终端10上传的进度查询信息包括首问用户ID和服务ID，由于服务ID是用于唯一识别服务的服务编号，则获取与服务ID相关联的一条处理进度信息。若业务终端10上传的进度查询信息包括首问用户ID和客户ID，由于同一客户可通过某一首问作业人员办理多件服务，这些服务具有相同的首问用户ID和客户ID，因此可获取首问用户ID和客户ID相关联的若干服务ID对应的处理进度信息。
S23：业务终端10接收并显示处理进度信息。其中，首问作业人员可通过首问用户ID登录服务管理系统，接收其处理过的任一服务的处理进度信息，了解当前服务处理环节、处理用户ID和预设截止时间，从而实时跟踪其处理过的服务的后续处理环节，在客户询问时可及时反馈，提高客户对首问作业人员及机构的服务满意度。
本实施例所提供的服务管理方法中，首问作业人员可通过业务终端10向后台服务器20上传进度查询信息，并通过业务终端10接收后台服务器20反馈的处理进度信息，以使首问作业人员可实时了解其所办理的每一服务的处理进度信息，实现对其所办理服务的跟踪处理；并使客户通过首问作业人员可了解服务的处理进度信息可及时反馈，无需通过各个服务处理环节对应的处理作业人员分别了解，有利于提高客户对首问作业人员及机构的服务满意度。
如图3所示，在一具体实施方式中，该服务管理方法还包括如下步骤：
S31：业务终端10接收处理用户ID对应的处理作业人员输入的服务处理信息，并将服务处理信息发送给后台服务器20。其中，服务处理信息包括处理用户ID、服务ID和处理内容。处理作业人员以处理用户ID在业务终端10登录时，业务终端10显示待其处理的待处理服务，针对待处理服务所需进行审核或其他处理的内容，输入服务处理信息并将服务处理信息发送给后台服务器20。
S32：后台服务器20接收服务处理信息，基于服务处理信息形成服务状态变更信息；并将服务状态变更信息发送给首问用户ID对应的业务终端10和下一服务处理环节的处理用户ID对应的业务终端10；服务状态变更信息包括服务ID、下一服务处理环节的处理用户ID和下一服务处理环节的预设截止时间。在后台服务器20接收到服务处理信息时，基于服务处理信息的服务ID和处理用户ID查询确定下一服务处理环节的处理用户ID和下一服务处理环节的预设截止时间，以形成服务状态变更信息。后台服务器20将服务状态变更信息发送给首问用户ID对应的首问作业人员，以使首问作业人员了解其处理过的服务的当前服务处理环节等处理进度信息，实现对服务的实时跟踪。后台服务器20将服务状态变更信息发送给下一服务处理环节的处理用户ID对应的处理作业人员，以提醒其及时处理待处理服务。
S33：业务终端10接收并显示服务状态变更信息。首问作业人员以首问用户ID登录系统时，可接收到服务状态变更信息，以使首问作业人员了解其处理过的服务的当前服务处理环节等处理进度信息，实现对服务的实时跟踪。下一服务处理环节的处理作业人员与处理用户ID登录系统时，可接收到服务状态变更信息，以提醒下一服务处理环节的处理作业人员及时了解待处理服务。
该具体实施方式所提供的服务管理方法中，在后台服务器20接收到处理作业人员输入的服务处理信息时，生成服务状态变更信息；并将服务状态变更信息发送给首问作业人员和下一服务处理环节的处理作业人员，可简化待处理服务在前后两个服务处理环节之间流转过程，提高服务处理效率；并将不同服务处理环节的处理进度信息及时发送给相应的处理作业人员和首问作业人员，可实现对任一服务的处理进度的实时监控。
实施例2
图4示出本实施例中的服务管理系统的一原理框图。如图4所示，服务管理系统包括通过网络通信相连的业务终端10和后台服务器20。其中，业务终端10可以是与后台服务器20通过WiFi网络、3G网络或4G网络通信相连的智能手机、平板电脑等智能终端。
业务终端10，用于接收首问作业人员输入的服务基本信息，并将服务基本信息发送给后台服务器20；服务基本信息包括首问用户ID、客户ID、服务ID和服务类型。
后台服务器20，用于接收服务基本信息，基于服务类型确定与服务ID相关联的若干服务处理环节、每一服务处理环节对应的处理用户ID和预设截止时间。
其中，预设截止时间是指金融机构对任一服务处理环节预先设置的处理的最后期限。可以理解地，后台服务器还用于将服务基本信息和服务处理环节、处理用户ID和预设截止时间存储在服务信息汇总表中，以便于实现对服务基本信息的管理，并实现监控该服务的处理进度。具体地，在后台服务器20中预先存储每一服务类型对应的若干服务处理环节以及每一服务处理环节对应的预设截止时间和处理用户ID，后台服务器20在接收到业务终端10上传的服务基本信息后，根据服务基本信息中的服务类型确定与服务ID相关联的服务处理环节以及每一服务处理环节的处理用户ID和预设截止时间。
进一步地，后台服务器20，还用于预先存储任一服务处理环节对应的至少两个处理用户ID；在接收服务基本信息时，对至少两个处理用户ID对应的处理作业人员的当前工作量进行排序，并基于排序结果确定与服务基本信息相对应的处理用户ID。
进一步地，后台服务器20，还用于将所述服务基本信息和所述服务处理环节、处理用户ID和预设截止时间存储在服务信息汇总表中。
进一步地，业务终端10，还用于接收处理作业人员输入的服务处理信息，并将所述服务处理信息发送给所述后台服务器；
后台服务器20，还用于接收所述服务处理信息，基于所述服务处理信息形成服务状态变更信息；并将所述服务状态变更信息发送给所述首问用户ID对应的业务终端和下一服务处理环节的处理用户ID对应的业务终端；所述服务状态变更信息包括服务ID、下一服务处理环节的处理用户ID和下一服务处理环节的预设截止时间；
业务终端10，还用于接收并显示所述服务状态变更信息。
进一步地，所述业务终端10，用于接收首问作业人员输入的进度查询信息，并将所述进度查询信息发送给所述后台服务器；所述进度查询信息包括首问用户ID，还包括服务ID或客户ID；
所述后台服务器，用于接收所述进度查询信息，从服务信息汇总表中获取与所述进度查询信息相对应的处理进度信息，并将所述处理进度信息发送给所述业务终端；所述处理进度信息包括当前服务处理环节、处理用户ID和预设截止时间；
所述业务终端，用于接收并显示所述处理进度信息。
该具体实施方式所提供的服务管理系统中，在后台服务器20接收到处理作业人员输入的服务处理信息时，生成服务状态变更信息；并将服务状态变更信息发送给首问作业人员和下一服务处理环节的处理作业人员，可简化待处理服务在前后两个服务处理环节之间流转过程，提高服务处理效率；并将不同服务处理环节的处理进度信息及时发送给相应的处理作业人员和首问作业人员，可实现对任一服务的处理进度的实时监控。
实施例3
图5是本申请实施例提供的终端设备的示意图。如图5所示，该实施例的终端设备5包括：处理器50以及存储器51，所述存储器51中存储有可在所述处理器50上运行的计算机可读指令52，例如服务管理程序。所述处理器50执行所述计算机可读指令52时实现上述各个服务管理方法实施例中的步骤，例如图1所示的步骤S11至S14。或者，所述处理器50执行所述计算机可读指令52时实现上述系统实施例中后台服务器的功能，例如图4所示后台服务器20的功能。
示例性的，所述计算机可读指令52可以被分割成一个或多个模块/单元，所述一个或者多个模块/单元被存储在所述存储器51中，并由所述处理器50执行，以完成本申请。所述一个或多个模块/单元可以是能够完成特定功能的一系列计算机可读指令段，该指令段用于描述所述计算机可读指令52在所述终端设备5中的执行过程。
所述终端设备可包括，但不仅限于，处理器50、存储器51。本领域技术人员可以理解，图5仅仅是终端设备5的示例，并不构成对终端设备5的限定，可以包括比图示更多或更少的部件，或者组合某些部件，或者不同的部件，例如所述终端设备还可以包括输入输出设备、网络接入设备、总线等。
所称处理器50可以是中央处理单元(Central Processing Unit，CPU)，还可以是其他通用处理器、数字信号处理器 (Digital Signal Processor，DSP)、专用集成电路 (Application Specific Integrated Circuit，ASIC)、现成可编程门阵列 (Field-Programmable Gate Array，FPGA) 或者其他可编程逻辑器件、分立门或者晶体管逻辑器件、分立硬件组件等。通用处理器可以是微处理器或者该处理器也可以是任何常规的处理器等。
所述存储器51可以是所述终端设备5的内部存储单元，例如终端设备5的硬盘或内存。所述存储器51也可以是所述终端设备5的外部存储设备，例如所述终端设备5上配备的插接式硬盘，智能存储卡（Smart Media Card，SMC），安全数字（Secure Digital，SD）卡，闪存卡（Flash Card）等。进一步地，所述存储器51还可以既包括所述终端设备5的内部存储单元也包括外部存储设备。所述存储器51用于存储所述计算机可读指令以及所述终端设备所需的其他程序和数据。所述存储器51还可以用于暂时地存储已经输出或者将要输出的数据。
另外，在本申请各个实施例中的各功能单元可以集成在一个处理单元中，也可以是各个单元单独物理存在，也可以两个或两个以上单元集成在一个单元中。上述集成的单元既可以采用硬件的形式实现，也可以采用软件功能单元的形式实现。
所述集成的单元如果以软件功能单元的形式实现并作为独立的产品销售或使用时，可以存储在一个计算机可读取存储介质中。基于这样的理解，本申请的技术方案本质上或者说对现有技术做出贡献的部分或者该技术方案的全部或部分可以以软件产品的形式体现出来，该计算机软件产品存储在一个存储介质中，包括若干指令用以使得一台计算机设备（可以是个人计算机，服务器，或者网络设备等）执行本申请各个实施例所述方法的全部或部分步骤。而前述的存储介质包括：U盘、移动硬盘、只读存储器（Read-Only Memory，ROM）、随机存取存储器（Random Access Memory，RAM）、磁碟或者光盘等各种可以存储程序代码的介质。
以上所述，以上实施例仅用以说明本申请的技术方案，而非对其限制；尽管参照前述实施例对本申请进行了详细的说明，本领域的普通技术人员应当理解：其依然可以对前述各实施例所记载的技术方案进行修改，或者对其中部分技术特征进行等同替换；而这些修改或者替换，并不使相应技术方案的本质脱离本申请各实施例技术方案的精神和范围。

Claims (20)

  1. 一种服务管理方法，其特征在于，包括：
    业务终端接收首问作业人员输入的服务基本信息，并将所述服务基本信息发送给所述后台服务器；所述服务基本信息包括首问用户ID、客户ID、服务ID和服务类型；
    后台服务器接收所述服务基本信息，基于所述服务类型确定与所述服务ID相关联的若干服务处理环节、每一服务处理环节对应的处理用户ID和预设截止时间；
    后台服务器根据系统时间与每一服务处理环节的预设截止时间，确定与服务ID相关联的服务的紧急状态；对所有服务的紧急状态进行排序，以形成待处理服务紧急状态列表，并将所述待处理服务紧急状态列表发送给所述处理用户ID和/或所述首问用户ID对应的业务终端；
    业务终端接收并显示所述待处理服务紧急状态列表。
  2. 如权利要求1所述的服务管理方法，其特征在于，还包括：
    所述后台服务器预先存储任一服务处理环节对应的至少两个处理用户ID；在接收所述服务基本信息时，对至少两个所述处理用户ID对应的处理作业人员的当前工作量进行排序，并基于排序结果确定与所述服务基本信息相对应的处理用户ID。
  3. 如权利要求1所述的服务管理方法，其特征在于，还包括：
    所述后台服务器将所述服务基本信息和所述服务处理环节、处理用户ID和预设截止时间存储在服务信息汇总表中。
  4. 如权利要求1所述的服务管理方法，其特征在于，还包括：
    所述业务终端接收处理作业人员输入的服务处理信息，并将所述服务处理信息发送给所述后台服务器；
    所述后台服务器接收所述服务处理信息，基于所述服务处理信息形成服务状态变更信息；并将所述服务状态变更信息发送给所述首问用户ID对应的业务终端和下一服务处理环节的处理用户ID对应的业务终端；所述服务状态变更信息包括服务ID、下一服务处理环节的处理用户ID和下一服务处理环节的预设截止时间；
    所述业务终端接收并显示所述服务状态变更信息。
  5. 如权利要求1所述的服务管理方法，其特征在于，还包括：
    所述业务终端接收首问作业人员输入的进度查询信息，并将所述进度查询信息发送给所述后台服务器；所述进度查询信息包括首问用户ID，还包括服务ID或客户ID；
    所述后台服务器接收所述进度查询信息，从服务信息汇总表中获取与所述进度查询信息相对应的处理进度信息，并将所述处理进度信息发送给所述业务终端；所述处理进度信息包括当前服务处理环节、处理用户ID和预设截止时间；
    所述业务终端接收并显示所述处理进度信息。
  6. 一种服务管理系统，其特征在于，包括业务终端和后台服务器；
    所述业务终端，用于接收首问作业人员输入的服务基本信息，并将所述服务基本信息发送给所述后台服务器；所述服务基本信息包括首问用户ID、客户ID、服务ID和服务类型；
    所述后台服务器，用于接收所述服务基本信息，基于所述服务类型确定与所述服务ID相关联的若干服务处理环节、每一服务处理环节对应的处理用户ID和预设截止时间；
    所述后台服务器，还用于根据系统时间与每一服务处理环节的预设截止时间，确定与服务ID相关联的服务的紧急状态；对所有服务的紧急状态进行排序，以形成待处理服务紧急状态列表，并将所述待处理服务紧急状态列表发送给所述处理用户ID和/或所述首问用户ID对应的业务终端；
    所述业务终端，还用于接收并显示所述待处理服务紧急状态列表。
  7. 根据权利要求6所述的服务管理系统，其特征在于，所述后台服务器，还用于预先存储任一服务处理环节对应的至少两个处理用户ID；在接收所述服务基本信息时，对至少两个所述处理用户ID对应的处理作业人员的当前工作量进行排序，并基于排序结果确定与所述服务基本信息相对应的处理用户ID。
  8. 根据权利要求6所述的服务管理系统，其特征在于，所述后台服务器，还用于将所述服务基本信息和所述服务处理环节、处理用户ID和预设截止时间存储在服务信息汇总表中。
  9. 根据权利要求6所述的服务管理系统，其特征在于，所述业务终端，还用于接收处理作业人员输入的服务处理信息，并将所述服务处理信息发送给所述后台服务器；
    所述后台服务器，还用于接收所述服务处理信息，基于所述服务处理信息形成服务状态变更信息；并将所述服务状态变更信息发送给所述首问用户ID对应的业务终端和下一服务处理环节的处理用户ID对应的业务终端；所述服务状态变更信息包括服务ID、下一服务处理环节的处理用户ID和下一服务处理环节的预设截止时间；
    所述业务终端，还用于接收并显示所述服务状态变更信息。
  10. 根据权利要求6所述的服务管理系统，其特征在于，所述业务终端，用于接收首问作业人员输入的进度查询信息，并将所述进度查询信息发送给所述后台服务器；所述进度查询信息包括首问用户ID，还包括服务ID或客户ID；
    所述后台服务器，用于接收所述进度查询信息，从服务信息汇总表中获取与所述进度查询信息相对应的处理进度信息，并将所述处理进度信息发送给所述业务终端；所述处理进度信息包括当前服务处理环节、处理用户ID和预设截止时间；
    所述业务终端，用于接收并显示所述处理进度信息。
  11. 一种终端设备，其特征在于，包括存储器以及处理器，所述存储器中存储有可在所述处理器上运行的计算机可读指令，所述处理器执行所述计算机可读指令时实现如下步骤：
    接收业务终端上传的服务基本信息，所述服务基本信息包括首问用户ID、客户ID、服务ID和服务类型；
    基于所述服务类型确定与所述服务ID相关联的若干服务处理环节、每一服务处理环节对应的处理用户ID和预设截止时间；所述服务基本信息由首问作业人员输入于所述业务终端；
    根据系统时间与每一服务处理环节的预设截止时间，确定与服务ID相关联的服务的紧急状态；对所有服务的紧急状态进行排序，以形成待处理服务紧急状态列表，并将所述待处理服务紧急状态列表发送给所述处理用户ID和/或所述首问用户ID对应的业务终端，以使所述业务终端显示所述待处理服务紧急状态列表。
  12. 根据权利要求11所述的终端设备，其特征在于，所述处理器执行所述计算机可读指令时，还实现如下步骤：
    获取预先存储的任一服务处理环节对应的至少两个处理用户ID；在接收所述服务基本信息时，对至少两个所述处理用户ID对应的处理作业人员的当前工作量进行排序，并基于排序结果确定与所述服务基本信息相对应的处理用户ID。
  13. 根据权利要求11所述的终端设备，其特征在于，所述处理器执行所述计算机可读指令时，还实现如下步骤：
    将所述服务基本信息和所述服务处理环节、处理用户ID和预设截止时间存储在服务信息汇总表中。
  14. 根据权利要求11所述的终端设备，其特征在于，所述处理器执行所述计算机可读指令时，还实现如下步骤：
    接收所述业务终端上传的服务处理信息，基于所述服务处理信息形成服务状态变更信息；并将所述服务状态变更信息发送给所述首问用户ID对应的业务终端和下一服务处理环节的处理用户ID对应的业务终端，以使所述业务终端显示所述服务状态变更信息；其中，所述服务状态变更信息包括服务ID、下一服务处理环节的处理用户ID和下一服务处理环节的预设截止时间；所述服务基本信息由处理作业人员输入于所述业务终端。
  15. 根据权利要求11所述的终端设备，其特征在于，所述处理器执行所述计算机可读指令时，还实现如下步骤：
    接收所述业务终端上传的进度查询信息，从服务信息汇总表中获取与所述进度查询信息相对应的处理进度信息，并将所述处理进度信息发送给所述业务终端，以使所述业务重点显示所述处理进度信息；所述进度查询信息由首问作业人员输入于所述业务终端；所述进度查询信息包括首问用户ID，还包括服务ID或客户ID；所述处理进度信息包括当前服务处理环节、处理用户ID和预设截止时间。
  16. 一种计算机可读存储介质，所述计算机可读存储介质存储有计算机可读指令，其特征在于，所述计算机可读指令被至少一个处理器执行时实现如下步骤：
    接收业务终端上传的服务基本信息，所述服务基本信息包括首问用户ID、客户ID、服务ID和服务类型；
    基于所述服务类型确定与所述服务ID相关联的若干服务处理环节、每一服务处理环节对应的处理用户ID和预设截止时间；所述服务基本信息由首问作业人员输入于所述业务终端；
    根据系统时间与每一服务处理环节的预设截止时间，确定与服务ID相关联的服务的紧急状态；对所有服务的紧急状态进行排序，以形成待处理服务紧急状态列表，并将所述待处理服务紧急状态列表发送给所述处理用户ID和/或所述首问用户ID对应的业务终端，以使所述业务终端显示所述待处理服务紧急状态列表。
  17. 根据权利要求16所述的计算机可读存储介质，其特征在于，所述计算机可读指令被至少一个处理器执行时实现如下步骤：
    获取预先存储的任一服务处理环节对应的至少两个处理用户ID；在接收所述服务基本信息时，对至少两个所述处理用户ID对应的处理作业人员的当前工作量进行排序，并基于排序结果确定与所述服务基本信息相对应的处理用户ID。
  18. 根据权利要求16所述的计算机可读存储介质，其特征在于，所述计算机可读指令被至少一个处理器执行时实现如下步骤：
    将所述服务基本信息和所述服务处理环节、处理用户ID和预设截止时间存储在服务信息汇总表中。
  19. 根据权利要求16所述的计算机可读存储介质，其特征在于，所述处理器执行所述计算机可读指令时，还实现如下步骤：
    接收所述业务终端上传的服务处理信息，基于所述服务处理信息形成服务状态变更信息；并将所述服务状态变更信息发送给所述首问用户ID对应的业务终端和下一服务处理环节的处理用户ID对应的业务终端，以使所述业务终端显示所述服务状态变更信息；其中，所述服务状态变更信息包括服务ID、下一服务处理环节的处理用户ID和下一服务处理环节的预设截止时间；所述服务基本信息由处理作业人员输入于所述业务终端。
  20. 根据权利要求16所述的计算机可读存储介质，其特征在于，所述处理器执行所述计算机可读指令时，还实现如下步骤：
    接收所述业务终端上传的进度查询信息，从服务信息汇总表中获取与所述进度查询信息相对应的处理进度信息，并将所述处理进度信息发送给所述业务终端，以使所述业务重点显示所述处理进度信息；所述进度查询信息由首问作业人员输入于所述业务终端；所述进度查询信息包括首问用户ID，还包括服务ID或客户ID；所述处理进度信息包括当前服务处理环节、处理用户ID和预设截止时间。
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CN103020755A (zh) * 2012-11-23 2013-04-03 成都锦瑞投资有限公司 员工派工系统
CN104731649A (zh) * 2015-04-21 2015-06-24 中国建设银行股份有限公司 一种多任务处理方法及装置

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CN103020755A (zh) * 2012-11-23 2013-04-03 成都锦瑞投资有限公司 员工派工系统
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