WO2018201866A1 - 服务人员分配方法、装置、设备及计算机可读存储介质 - Google Patents
服务人员分配方法、装置、设备及计算机可读存储介质 Download PDFInfo
- Publication number
- WO2018201866A1 WO2018201866A1 PCT/CN2018/082612 CN2018082612W WO2018201866A1 WO 2018201866 A1 WO2018201866 A1 WO 2018201866A1 CN 2018082612 W CN2018082612 W CN 2018082612W WO 2018201866 A1 WO2018201866 A1 WO 2018201866A1
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- blacklist
- identification code
- service personnel
- service
- service data
- Prior art date
Links
- 238000000034 method Methods 0.000 title claims abstract description 68
- 238000012550 audit Methods 0.000 claims description 88
- 238000012552 review Methods 0.000 claims description 19
- 230000008569 process Effects 0.000 abstract description 15
- 238000004891 communication Methods 0.000 description 5
- 238000010586 diagram Methods 0.000 description 3
- 238000011156 evaluation Methods 0.000 description 3
- 238000007726 management method Methods 0.000 description 2
- GNFTZDOKVXKIBK-UHFFFAOYSA-N 3-(2-methoxyethoxy)benzohydrazide Chemical compound COCCOC1=CC=CC(C(=O)NN)=C1 GNFTZDOKVXKIBK-UHFFFAOYSA-N 0.000 description 1
- FGUUSXIOTUKUDN-IBGZPJMESA-N C1(=CC=CC=C1)N1C2=C(NC([C@H](C1)NC=1OC(=NN=1)C1=CC=CC=C1)=O)C=CC=C2 Chemical compound C1(=CC=CC=C1)N1C2=C(NC([C@H](C1)NC=1OC(=NN=1)C1=CC=CC=C1)=O)C=CC=C2 FGUUSXIOTUKUDN-IBGZPJMESA-N 0.000 description 1
- YTAHJIFKAKIKAV-XNMGPUDCSA-N [(1R)-3-morpholin-4-yl-1-phenylpropyl] N-[(3S)-2-oxo-5-phenyl-1,3-dihydro-1,4-benzodiazepin-3-yl]carbamate Chemical compound O=C1[C@H](N=C(C2=C(N1)C=CC=C2)C1=CC=CC=C1)NC(O[C@H](CCN1CCOCC1)C1=CC=CC=C1)=O YTAHJIFKAKIKAV-XNMGPUDCSA-N 0.000 description 1
- 238000004364 calculation method Methods 0.000 description 1
- 230000001186 cumulative effect Effects 0.000 description 1
- 238000005516 engineering process Methods 0.000 description 1
- 230000006870 function Effects 0.000 description 1
- 230000003287 optical effect Effects 0.000 description 1
- 230000004044 response Effects 0.000 description 1
- 230000009466 transformation Effects 0.000 description 1
- 238000000844 transformation Methods 0.000 description 1
- 230000001960 triggered effect Effects 0.000 description 1
Classifications
-
- G—PHYSICS
- G06—COMPUTING; CALCULATING OR 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
- G06Q10/00—Administration; Management
- G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
- G06Q10/063—Operations research, analysis or management
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06311—Scheduling, planning or task assignment for a person or group
- G06Q10/063118—Staff planning in a project environment
-
- G06Q50/40—
Definitions
- the present application relates to the field of communications technologies, and in particular, to a service personnel allocation method, apparatus, device, and computer readable storage medium.
- the main purpose of the present application is to provide a service personnel distribution method, device, device and computer readable storage medium, aiming at solving the technical problem that the service quality of the service personnel in the service customer process cannot be monitored.
- the present application provides a service personnel allocation method, and the service personnel distribution method includes the following steps:
- the service data of the service personnel is obtained according to the obtaining instruction;
- the identifier corresponding to the service data of the blacklist rule is marked as a blacklist identifier, where each service personnel corresponds to an identifier;
- the association relationship between the blacklist identification code and the client address code is released, and the identification code of the service personnel is re-allocated for the customer address code.
- the present application further provides a service personnel distribution device, and the service personnel distribution device includes:
- An obtaining module configured to acquire service data of the service personnel according to the obtaining instruction when the blacklist data obtaining instruction is detected
- a marking module configured to: mark the identification code corresponding to the service data that meets the blacklist rule as a blacklist identification code, where each service personnel corresponds to an identifier, if the service data meets a preset blacklist rule code;
- the allocating module is configured to release the association relationship between the blacklist identification code and the client address code, and redistribute the identification code of the service personnel for the client address code.
- the present application further provides a service personnel distribution device including a memory, a processor, and a service personnel allocation program stored on the memory and operable on the processor And the step of implementing the service personnel allocating method as described above when the service personnel allocation program is executed by the processor.
- the present application further provides a computer readable storage medium having a service personnel allocation program stored thereon, and the service personnel allocation program is implemented by a processor to implement the above The steps of the service staff assignment method.
- the application obtains the service data of the service personnel according to the acquisition instruction when the blacklist data acquisition instruction is detected; if the service data satisfies the preset blacklist rule, the service data of the blacklist rule is satisfied.
- the corresponding identification code is marked as a blacklist identification code, where each service personnel corresponds to an identification code; the association relationship between the blacklist identification code and the client address code is released, and the service address code is redistributed.
- the identification code of the person The service personnel service data obtained by obtaining customer feedback is realized. When the service data satisfies the blacklist rule, the relationship between the service personnel identification code and the customer address code is released, and the service personnel are no longer allowed to serve the customer to detect the service.
- the quality of service provided by personnel in the process of serving customers improves customer satisfaction.
- FIG. 1 is a schematic structural diagram of a device in a hardware operating environment involved in an embodiment of the present application
- FIG. 2 is a schematic flow chart of a preferred embodiment of a service personnel allocation method according to the present application.
- FIG. 3 is a schematic flowchart of an embodiment of marking an identifier of a service data corresponding to the blacklist rule as a blacklist identification code, if the service data meets a preset blacklist rule in the embodiment of the present application .
- the solution of the embodiment of the present application is: when the blacklist data acquisition instruction is detected, the service data of the service personnel is obtained according to the obtaining instruction; if the service data meets the preset blacklist rule, the solution is satisfied.
- the identification code corresponding to the service data of the blacklist rule is marked as a blacklist identification code, where each service personnel corresponds to an identification code; the association relationship between the blacklist identification code and the client address code is released, and The customer address code redistributes the identification code of the service personnel.
- the service personnel provide the customer with false service and low-quality service, and reduce the customer satisfaction.
- FIG. 1 is a schematic structural diagram of a device in a hardware operating environment according to an embodiment of the present application.
- the service personnel distribution device in the embodiment of the present application may be a PC, or may be a smart phone, a tablet computer, an e-book reader, and an MP3 (Moving). Picture Experts Group Audio Layer III, motion picture expert compresses standard audio layer 3) player, MP4 (Moving Picture Experts Group Audio Layer IV, dynamic video experts compress standard audio layers 3) Players, portable computers and other portable terminal devices with display functions.
- MP3 Motion Picture Experts Group Audio Layer III, motion picture expert compresses standard audio layer 3
- MP4 Moving Picture Experts Group Audio Layer IV, dynamic video experts compress standard audio layers 3) Players
- portable computers and other portable terminal devices with display functions may be a PC, or may be a smart phone, a tablet computer, an e-book reader, and an MP3 (Moving). Picture Experts Group Audio Layer III, motion picture expert compresses standard audio layer 3) player, MP4 (Moving Picture Experts Group Audio Layer IV, dynamic video experts compress standard audio layers 3) Players, portable computers and other portable terminal devices with display functions
- the service personnel distribution device may include a processor 1001, such as a CPU, a network interface 1004, a user interface 1003, a memory 1005, and a communication bus 1002.
- the communication bus 1002 is used to implement connection communication between these components.
- the user interface 1003 can include a display, an input unit such as a keyboard, and the optional user interface 1003 can also include a standard wired interface, a wireless interface.
- the network interface 1004 can optionally include a standard wired interface, a wireless interface (such as a WI-FI interface).
- the memory 1005 may be a high speed RAM memory or a stable memory (non-volatile) Memory), such as disk storage.
- the memory 1005 can also optionally be a storage device independent of the aforementioned processor 1001.
- the service personnel distribution device may further include a camera, RF (Radio) Frequency, RF) circuits, sensors, audio circuits, WiFi modules, and more.
- RF Radio
- RF Radio
- the service personnel distribution device structure shown in FIG. 1 does not constitute a limitation of the terminal, and may include more or less components than those illustrated, or combine some components, or different component arrangements. .
- an operating system and a service personnel allocation program may be included in the memory 1005 as a computer storage medium.
- the operating system is a program that manages and controls the service personnel to allocate device hardware and software resources, and supports the operation of the service personnel distribution program and other software and/or programs.
- the network interface 1004 is mainly used to connect to the auditing system for data communication with the auditing system; the user interface 1003 is mainly used for receiving acquisition commands and the like.
- the processor 1001 can be used to call the service personnel allocation program stored in the memory 1005 and perform the following operations:
- the service data of the service personnel is obtained according to the obtaining instruction;
- the identifier corresponding to the service data of the blacklist rule is marked as a blacklist identifier, where each service personnel corresponds to an identifier;
- the association relationship between the blacklist identification code and the client address code is released, and the identification code of the service personnel is re-allocated for the customer address code.
- the step of marking the identifier corresponding to the service data of the blacklist rule as the blacklist identifier code includes:
- the identifier corresponding to the service data in the audit list is marked as a blacklist identification code.
- the processor 1001 may also be used to call the memory 1005.
- the stored service staff allocator performs the following actions:
- the identifier corresponding to the service data that does not satisfy the blacklist rule is marked as a whitelist identification code.
- the step of adding the service data that meets the blacklist rule to the audit list includes:
- the service data that satisfies the blacklisting rule is added to the auditing list.
- the processor 1001 may further be configured to invoke a service personnel stored in the memory 1005, if the service data meets the blacklist rule. To assign a program, do the following:
- the blacklist rule is not associated with the auditing system, performing the step of releasing the association relationship between the blacklist identification code and the client address code, and reallocating the identification code of the service personnel for the client address code.
- the processor 1001 may also be used to call the memory 1005.
- the stored service staff allocator performs the following actions:
- the step of releasing the association relationship between the blacklist identification code and the client address code and reallocating the identification code of the service personnel for the client address code is performed.
- the processor 1001 may be further used if the service data meets the preset blacklist rule.
- the service personnel allocation program stored in the memory 1005 is called to perform the following operations:
- Determining a current time calculating a time difference between the current time and the acquisition time
- the blacklist identification code is marked as a whitelist identification code.
- the step of releasing the association relationship between the blacklist identification code and the client address code, and reallocating the identification code of the service personnel for the client address code includes:
- the association relationship between the blacklist identification code and the client address code is released, and a prompt message is output to prompt the corresponding staff to redistribute the identification code of the service personnel for the customer address code.
- FIG. 2 is a schematic flowchart diagram of a first embodiment of a service personnel allocation method according to the present application.
- the service staff allocation method includes:
- step S10 when the blacklist data acquisition instruction is detected, the service data of the service personnel is obtained according to the acquisition instruction.
- an acquisition instruction for automatically triggering blacklist data may be set at a preset time, or an instruction for manually assigning blacklist data by a staff of a service personnel distribution device, or an acquisition instruction for triggering blacklist data in real time may be set.
- the preset time may be set according to specific needs, for example, the number 1 or the 10th automatically triggers the blacklist data acquisition instruction.
- the service data of the service personnel includes, but is not limited to, the number of false services of the service personnel, the number of times the customer response is evaluated as a bad evaluation, the accumulated deduction points approved in the quality management process, and the number of deductions.
- the number of false services can be obtained by the service personnel. After the service personnel serve the customer, the phone automatically returns to the customer. The number of times the customer responds to the evaluation is obtained from the customer's reply information or the phone return visit information after the service personnel serve the customer.
- the number of bad reviews in a certain period of time can be obtained, such as obtaining the number of bad reviews in the previous month, or obtaining the number of bad reviews in the last 20 days, etc.;
- the cumulative deduction points approved and the number of deductions can also be obtained only within a certain period of time, such as obtaining the last two months, or three months, or the accumulated deduction points within 100 days, and the number of deductions.
- Step S20 If the service data meets the preset blacklist rule, the identification code corresponding to the service data that meets the blacklist rule is marked as a blacklist identification code, where each service personnel corresponds to an identification code.
- the blacklist rule includes at least one rule, and the blacklist rule is pre-stored in the memory of the service personnel allocating device. You can modify a blacklist rule according to specific needs. You can add a blacklist rule or delete an existing blacklist rule.
- the blacklist rule may include: 1 the number of false services is greater than or equal to 1; 2 the number of times the customer responds to the bad review is greater than or equal to 3 times in the previous month; The accumulative deduction of approval is greater than or equal to 10 points; the number of deductions approved in the quality management process within 43 months is greater than or equal to 3 times.
- each service personnel corresponds to an identification code
- each service personnel's service data includes an identification code, by which the service data belonging to the same service personnel can be determined in a large amount of service data. .
- Step S30 the association relationship between the blacklist identification code and the client address code is released, and the identification code of the service personnel is newly allocated for the customer address code.
- the association relationship between the blacklist identification code and the client address code is released, that is, the service relationship between the service personnel and the customer is released, and the service personnel corresponding to the blacklist identification code are no longer served by the service personnel.
- the new service personnel's identification code is reassigned for the customer address code, and the new service personnel are served for the customer. It should be noted that each customer has a corresponding address code. When the customer address code is associated with the service personnel's identification code, the service personnel serving the customer may be determined by the identification code.
- step S30 includes:
- step a the association relationship between the blacklist identification code and the client address code is released, and a prompt message is output to prompt the corresponding staff to redistribute the identification code of the service personnel for the customer address code.
- a prompt message is output to prompt the service personnel to allocate the identification code of the service personnel to the customer address code, that is, the Customers redistribute service personnel to increase customer satisfaction.
- the service personnel distribution device can automatically reassign the service personnel to the customer, and the staff member can manually reassign the service personnel to the customer.
- the prompt message outputted during the process of manually assigning the corresponding service personnel identification code to the customer address code may be text information, voice information, or prompt light information.
- the service data of the service personnel is obtained according to the acquisition instruction; if the service data meets the preset blacklist rule, the service that satisfies the blacklist rule is satisfied.
- the identifier code corresponding to the data is marked as a blacklist identification code, where each service personnel corresponds to an identification code; the association relationship between the blacklist identification code and the client address code is released, and the client address code is re-allocated Service personnel identification code.
- the service personnel service data obtained by obtaining customer feedback is realized.
- the service data satisfies the blacklist rule, the relationship between the service personnel identification code and the customer address code is released, and the service personnel are no longer allowed to serve the customer to detect the service.
- the quality of service provided by personnel in the process of serving customers improves customer satisfaction.
- step S20 includes:
- Step S21 If the service data satisfies the blacklist rule, the service data that satisfies the blacklist rule is added to the audit list.
- Step S22 Send the audit list to the auditing system, so that the auditing system reviews the service data in the auditing list, and returns the auditing result.
- the service data satisfying the blacklist rule is added to the audit list, and the audit list is sent to the auditing system for the auditing system to review the service data in the audit list, and return the audit result.
- the notification information is output, and the auditing personnel is notified to review the service data in the auditing list, and the auditing result is obtained.
- the audit system receives the audit results, the results of the audit are returned.
- the notification message includes, but is not limited to, text information and voice information.
- the email user may be notified by email to review the service data in the audit list within a specified time.
- Step S23 If it is confirmed that the service data that does not satisfy the blacklist rule does not exist in the audit list according to the received audit result, the identifier corresponding to the service data in the audit list is marked as a blacklist identification code.
- the auditing system After receiving the audit result returned by the auditing system, it is determined according to the received audit result whether there is service data in the audit list that does not satisfy the blacklist rule. If the service data that does not satisfy the blacklist rule does not exist in the audit list, the identifier corresponding to the service data in the audit list is marked as a blacklist identifier. In this embodiment, the auditing system may add a corresponding identifier to the service data that does not satisfy the blacklist rule in the audit list and the service data that meets the blacklist rule, such as adding the identifier of the service data that does not satisfy the blacklist rule in the audit list. Add the service data of the blacklist rule in the audit list to the identifier 0. After receiving the audit result, it is determined according to the identifier in the service data whether there is service data in the audit list that does not satisfy the blacklist rule.
- the service personnel allocation method further includes:
- step b if it is confirmed that the service data that does not satisfy the blacklist rule exists in the audit list according to the received audit result, the identifier corresponding to the service data that does not satisfy the blacklist rule is marked as a whitelist identifier code. .
- the identifier corresponding to the service data that does not satisfy the blacklist rule is marked as a whitelist identification code.
- the service personnel allocation method further includes:
- step S30 if the audit result is not received within the preset time, step S30 is performed.
- the preset time may be set according to specific needs, such as 24 hours, 10 days, or 1 month.
- the service data that meets the blacklist rule is sent to the auditing system for review, and the identification code corresponding to the service data that meets the blacklist rule is marked as a blacklist identification code or a whitelist according to the audit result fed back by the auditing system.
- the identification code improves the accuracy of determining the blacklist identification code.
- step S21 includes:
- Step d If the service data meets the blacklist rule, determine whether the blacklist rule is associated with the auditing system.
- step e if the blacklist rule is associated with the auditing system, the service data that satisfies the blacklisting rule is added to the auditing list.
- the blacklist rule satisfied by the service data is associated with the auditing system. If the blacklist rule satisfied by the service data is associated with the auditing system, the service data satisfying the blacklisting rule is added to the auditing list.
- the service personnel allocation method further includes:
- Step f if the blacklist rule is not associated with the auditing system, step S30.
- blacklist rule that the service data meets is not associated with the auditing system, it is determined whether there is service data in the audit list that does not satisfy the blacklist rule according to the received audit result.
- whether the blacklist rule is associated with the auditing system may be set according to specific needs, and not all blacklisting rules are associated with the auditing system. For example, a blacklist rule that can be set to be error-prone is associated with the auditing system, or a more important blacklisting rule is associated with the auditing system.
- the service data that meets the blacklist rule associated with the auditing system is added to the auditing list, and the auditing list is sent to the auditing system for review.
- the blacklist is also improved. The accuracy of the identification code.
- Step g Determine whether the blacklist rule has an effective time.
- step h if the blacklist rule has an effective time, it is determined to acquire the acquisition time of the service data.
- step i the current time is determined, and the time difference between the current time and the acquisition time is calculated.
- step j if the time difference is greater than the effective time, the blacklist identification code is marked as a whitelist identification code.
- the blacklist rule determines whether the blacklist rule has an effective time. If the blacklist rule has an effective time, it determines the acquisition time of the service data and determines the current time. After determining the acquisition time and the current time, calculating the time difference between the current time and the acquisition time, and determining whether the calculated time difference is greater than the effective time. If the calculated time difference is greater than the effective time, the blacklist identification code is marked as a whitelist identification code; if the calculated time difference is less than or equal to the effective time, the time difference between the current time and the acquisition time is continuously calculated.
- the effective time may be set according to specific needs, such as 3 months, 6 months, or 1 year. It should be noted that different blacklist rules can set different or the same effective time.
- the blacklist rule does not have an effective time, it indicates that the blacklist rule is permanent, and the service personnel allocation device does not automatically mark the blacklist identification code that meets the permanent blacklist rule as the whitelist identification code.
- a staff member who assigns a device to the service personnel manually marks the blacklist identification code that meets the permanent blacklist rule as a whitelist identification code.
- the blacklist identification code is automatically marked as the whitelist identification code after the effective time is exceeded, which improves the intelligence of the service personnel.
- the embodiment of the present application further provides a service personnel distribution device, where the service personnel distribution device includes:
- An obtaining module configured to acquire service data of the service personnel according to the obtaining instruction when the blacklist data obtaining instruction is detected
- a marking module configured to: mark the identification code corresponding to the service data that meets the blacklist rule as a blacklist identification code, where each service personnel corresponds to an identifier, if the service data meets a preset blacklist rule code;
- the allocating module is configured to release the association relationship between the blacklist identification code and the client address code, and redistribute the identification code of the service personnel for the client address code.
- the marking module comprises:
- a sending unit configured to send the audit list to an auditing system, for the auditing system to review service data in the audit list, and return an audit result
- a marking unit configured to: if the service data that does not satisfy the blacklist rule does not exist in the audit list according to the received audit result, mark the identifier corresponding to the service data in the audit list as a blacklist identifier code .
- the marking unit is further configured to: if it is confirmed that the service data that does not satisfy the blacklist rule exists in the audit list according to the received audit result, the identifier corresponding to the service data that does not satisfy the blacklist rule The code is marked as a whitelist identification code.
- the adding unit includes:
- a determining subunit configured to determine, if the service data meets the blacklist rule, whether the blacklist rule is associated with the auditing system
- Adding a subunit if the blacklist rule is associated with the auditing system, adding service data that satisfies the blacklisting rule to the auditing list.
- the allocating module is further configured to: if the blacklist rule is not associated with the auditing system, perform an association relationship between the blacklist identification code and a client address code, and the client address code is The step of redistributing the service personnel's identification code.
- the allocating module is further configured to: if the audit result is not received within a preset time, perform an association relationship between the blacklist identification code and the client address code, and the client address code is The step of redistributing the service personnel's identification code.
- the service personnel distribution device further includes:
- a judging module configured to determine whether the blacklist rule has an effective time
- a determining module configured to determine an acquisition time of the service data if the blacklist rule has an effective time
- a calculation module configured to determine a current time, and calculate a time difference between the current time and the acquisition time
- the marking module is further configured to mark the blacklist identification code as a whitelist identification code if the time difference is greater than the effective time.
- the allocating module is further configured to release the association relationship between the blacklist identification code and the client address code, and output a prompt message to prompt the corresponding staff to redistribute the identification code of the service personnel for the customer address code.
- the embodiment of the present application further provides a computer readable storage medium, where the server readable storage medium stores a service personnel allocation program, and the service personnel allocation program is executed by the processor to implement the service personnel allocation as described above. The steps of the method.
- the foregoing embodiment method can be implemented by means of software plus a necessary general hardware platform, and of course, can also be through hardware, but in many cases, the former is better.
- Implementation Based on such understanding, the technical solution of the present application, which is essential or contributes to the prior art, may be embodied in the form of a software product stored in a storage medium (such as ROM/RAM, disk,
- the optical disc includes a number of instructions for causing a terminal device (which may be a mobile phone, a computer, a server, an air conditioner, or a network device, etc.) to perform the methods described in various embodiments of the present application.
Abstract
本申请公开了一种服务人员分配方法、装置、设备及计算机可读存储介质，该方法包括步骤：当侦测到黑名单数据获取指令时，根据所述获取指令获取服务人员的服务数据；若所述服务数据满足预设的黑名单规则，则将满足所述黑名单规则的服务数据对应的标识码标记为黑名单标识码，其中，每一服务人员对应着一个标识码；解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码。本申请实现了通过获取客户反馈的服务人员服务数据，当服务数据满足黑名单规则时，解除该服务人员标识码与客户地址码之间的关联关系，不再让该服务人员服务该客户，以检测服务人员在服务客户过程中的服务质量，提高客户满意度。
Description
本申请要求于2017年5月5日提交中国专利局、申请号为201710315373.1、发明名称为“服务人员分配方法、设备以及计算机可读存储介质”的中国专利申请的优先权，其全部内容通过引用结合在申请中。
技术领域
本申请涉及通信技术领域，尤其涉及一种服务人员分配方法、装置、设备及计算机可读存储介质。
背景技术
社会竞争力越来越大，商家为了更好地发展，在用户购买产品后，都会提供售后服务。如在保险领域，收展员会进行回销服务，以更好的服务客户，维护客户。但是在收展员进行回销服务过程中，容易出现虚假服务，以及出现低质量的服务等情况，导致客户满意度降低，造成客户流失。因此，如何监测服务人员在服务客户过程中的服务质量，以及判断服务人员是否提供虚假服务等，以提高客户满意度是有待解决的问题。
发明内容
本申请的主要目的在于提供一种服务人员分配方法、装置、设备及计算机可读存储介质，旨在解决不能监测服务人员在服务客户过程中服务质量的技术问题。
为实现上述目的，本申请提供一种服务人员分配方法，所述服务人员分配方法包括步骤：
当侦测到黑名单数据获取指令时，根据所述获取指令获取服务人员的服务数据；
若所述服务数据满足预设的黑名单规则，则将满足所述黑名单规则的服务数据对应的标识码标记为黑名单标识码，其中，每一服务人员对应着一个标识码；
解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码。
此外，为实现上述目的，本申请还提供一种服务人员分配装置，所述服务人员分配装置包括：
获取模块，用于当侦测到黑名单数据获取指令时，根据所述获取指令获取服务人员的服务数据；
标记模块，用于若所述服务数据满足预设的黑名单规则，则将满足所述黑名单规则的服务数据对应的标识码标记为黑名单标识码，其中，每一服务人员对应着一个标识码；
分配模块，用于解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码。
此外，为实现上述目的，本申请还提供一种服务人员分配设备，所述服务人员分配设备包括存储器、处理器和存储在所述存储器上并可在所述处理器上运行的服务人员分配程序，所述服务人员分配程序被所述处理器执行时实现如上所述的服务人员分配方法的步骤。
此外，为实现上述目的，本申请还提供一种计算机可读存储介质，所述计算机可读存储介质上存储有服务人员分配程序，所述服务人员分配程序被处理器执行时实现如上所述的服务人员分配方法的步骤。
本申请通过当侦测到黑名单数据获取指令时，根据所述获取指令获取服务人员的服务数据；若所述服务数据满足预设的黑名单规则，则将满足所述黑名单规则的服务数据对应的标识码标记为黑名单标识码，其中，每一服务人员对应着一个标识码；解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码。实现了通过获取客户反馈的服务人员服务数据，当服务数据满足黑名单规则时，解除该服务人员标识码与客户地址码之间的关联关系，不再让该服务人员服务该客户，以检测服务人员在服务客户过程中的服务质量，提高客户满意度。
附图说明
图1是本申请实施例方案涉及的硬件运行环境的设备结构示意图；
图2为本申请服务人员分配方法较佳实施例的流程示意图；
图3为本申请实施例中若所述服务数据满足预设的黑名单规则，则将满足所述黑名单规则的服务数据对应的标识码标记为黑名单标识码的一种实施例的流程示意图。
本申请目的的实现、功能特点及优点将结合实施例，参照附图做进一步说明。
具体实施方式
应当理解，此处所描述的具体实施例仅仅用以解释本申请，并不用于限定本申请。
本申请实施例的解决方案主要是：当侦测到黑名单数据获取指令时，根据所述获取指令获取服务人员的服务数据；若所述服务数据满足预设的黑名单规则，则将满足所述黑名单规则的服务数据对应的标识码标记为黑名单标识码，其中，每一服务人员对应着一个标识码；解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码。以解决不能监测服务人员在服务客户过程中服务质量，出现服务人员为客户提供虚假服务，低质量的服务的情况，降低客户满意度。
如图1所示，图1是本申请实施例方案涉及的硬件运行环境的设备结构示意图。
本申请实施例服务人员分配设备可以是PC，也可以是智能手机、平板电脑、电子书阅读器、MP3（Moving
Picture Experts Group Audio Layer III，动态影像专家压缩标准音频层面3）播放器、MP4（Moving Picture
Experts Group Audio Layer IV，动态影像专家压缩标准音频层面3）播放器、便携计算机等具有显示功能的可移动式终端设备。
如图1所示，该服务人员分配设备可以包括：处理器1001，例如CPU，网络接口1004，用户接口1003，存储器1005，通信总线1002。其中，通信总线1002用于实现这些组件之间的连接通信。用户接口1003可以包括显示屏（Display）、输入单元比如键盘（Keyboard），可选用户接口1003还可以包括标准的有线接口、无线接口。网络接口1004可选的可以包括标准的有线接口、无线接口（如WI-FI接口）。存储器1005可以是高速RAM存储器，也可以是稳定的存储器（non-volatile
memory），例如磁盘存储器。存储器1005可选的还可以是独立于前述处理器1001的存储装置。
可选地，服务人员分配设备还可以包括摄像头、RF（Radio
Frequency，射频）电路，传感器、音频电路、WiFi模块等等。
本领域技术人员可以理解，图1中示出的服务人员分配设备结构并不构成对终端的限定，可以包括比图示更多或更少的部件，或者组合某些部件，或者不同的部件布置。
如图1所示，作为一种计算机存储介质的存储器1005中可以包括操作系统以及服务人员分配程序。其中，操作系统是管理和控制服务人员分配设备硬件和软件资源的程序，支持服务人员分配程序以及其它软件和/或程序的运行。
在图1所示的服务人员分配设备中，网络接口1004主要用于连接审核系统，与审核系统进行数据通信；用户接口1003主要用于接收获取指令等。而处理器1001可以用于调用存储器1005中存储的服务人员分配程序，并执行以下操作：
当侦测到黑名单数据获取指令时，根据所述获取指令获取服务人员的服务数据；
若所述服务数据满足预设的黑名单规则，则将满足所述黑名单规则的服务数据对应的标识码标记为黑名单标识码，其中，每一服务人员对应着一个标识码；
解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码。
进一步地，所述若所述服务数据满足预设的黑名单规则，则将满足所述黑名单规则的服务数据对应的标识码标记为黑名单标识码的步骤包括：
若所述服务数据满足所述黑名单规则，则将满足所述黑名单规则的服务数据添加至审核列表中；
将所述审核列表发送给审核系统，以供所述审核系统审核所述审核列表中的服务数据，并返回审核结果；
若根据所接收的审核结果确认所述审核列表中未存在不满足所述黑名单规则的服务数据，则将所述审核列表中服务数据对应的标识码标记为黑名单标识码。
进一步地，所述将所述审核列表发送给审核系统，以供所述审核系统审核所述审核列表中的服务数据，并返回审核结果的步骤之后，处理器1001还可以用于调用存储器1005中存储的服务人员分配程序，执行以下操作：
若根据所接收的审核结果确认所述审核列表中存在不满足所述黑名单规则的服务数据，则将不满足所述黑名单规则的服务数据对应的标识码标记为白名单标识码。
进一步地，所述若所述服务数据满足所述黑名单规则，则将满足所述黑名单规则的服务数据添加至审核列表中的步骤包括：
若所述服务数据满足所述黑名单规则，则判断所述黑名单规则是否与所述审核系统关联；
若所述黑名单规则与所述审核系统关联，则将满足所述黑名单规则的服务数据添加至审核列表中。
进一步地，所述若所述服务数据满足所述黑名单规则，则判断所述黑名单规则是否与所述审核系统关联的步骤之后，处理器1001还可以用于调用存储器1005中存储的服务人员分配程序，执行以下操作：
若所述黑名单规则未与所述审核系统关联，则执行解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码的步骤。
进一步地，所述将所述审核列表发送给审核系统，以供所述审核系统审核所述审核列表中的服务数据，并返回审核结果的步骤之后，处理器1001还可以用于调用存储器1005中存储的服务人员分配程序，执行以下操作：
若在预设时间内未接收到所述审核结果，则执行解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码的步骤。
进一步地，所述若所述服务数据满足预设的黑名单规则，则将满足所述黑名单规则的服务数据对应的标识码标记为黑名单标识码的步骤之后，处理器1001还可以用于调用存储器1005中存储的服务人员分配程序，执行以下操作：
判断所述黑名单规则是否存在生效时间；
若所述黑名单规则存在生效时间，则确定获取所述服务数据的获取时间；
确定当前时间，计算所述当前时间和所述获取时间之间的时间差；
若所述时间差大于所述生效时间，则将所述黑名单标识码标记为白名单标识码。
进一步地，所述解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码的步骤包括：
解除所述黑名单标识码与客户地址码之间的关联关系，输出提示消息，以提示对应的工作人员为所述客户地址码重新分配服务人员的标识码。
基于上述的硬件结构，提出服务人员分配方法的各个实施例。
参照图2，图2为本申请服务人员分配方法第一实施例的流程示意图。
在本实施例中，提供了服务人员分配方法的实施例，需要说明的是，虽然在流程图中示出了逻辑顺序，但是在某些情况下，可以以不同于此处的顺序执行所示出或描述的步骤。
所述服务人员分配方法包括：
步骤S10，当侦测到黑名单数据获取指令时，根据所述获取指令获取服务人员的服务数据。
当侦测到黑名单数据获取指令时，根据获取指令获取服务人员的服务数据。在本申请实施例中，可以设置在预设时间自动触发黑名单数据的获取指令，或者由服务人员分配设备的工作人员手动触发黑名单数据的获取指令，或者设置实时触发黑名单数据的获取指令。当设置在预设时间自动触发黑名单数据的获取指令时，该预设时间可根据具体需要而设置，如可以设置在每个月的1号，或者10号自动触发黑名单数据的获取指令。
在本申请实施例中，服务人员的服务数据包括但不限于服务人员的虚假服务次数、客户回复评价为差评的次数、品质管理过程中通过审批的累计扣分，以及扣分次数。虚假服务次数可由服务人员分配设备在服务人员为客户服务后，电话自动回访获取；客户回复评价为差评的次数可在服务人员为客户服务后，从客户回复的信息或者电话回访信息中获取，在获取客户回复评价为差评的次数过程中，可获取某个时间段的差评次数，如获取上个月的差评次数，或者获取最近20天的差评次数等等；品质管理过程中通过审批的累计扣分，以及扣分次数也可只获取某个时间段内的，如获取最近两个月，或者三个月，或者100天内的累计扣分，以及扣分次数等。
步骤S20，若所述服务数据满足预设的黑名单规则，则将满足所述黑名单规则的服务数据对应的标识码标记为黑名单标识码，其中，每一服务人员对应着一个标识码。
当获取到服务数据时，判断服务数据是否满足预设的黑名单规则。需要说明的是，黑名单规则至少包括一条，黑名单规则是预先存储在服务人员分配设备的存储器中的。根据具体需要可修改某条黑名单规则，可以增加黑名单规则，或者删除已有的黑名单规则。如在本实施例中，黑名单规则可包括：①虚假服务次数大于或者等于1次；②上个月客户回复评价为差评的次数大于或者等于3次；③2个月内品质管理过程中通过审批的累计扣分大于或者等于10分；④3个月内品质管理过程中通过审批的扣分次数大于或者等于3次。当服务数据满足其中一条黑名单规则，则获取满足黑名单规则的服务数据对应的标识码，并将所获取的标识码标记为黑名单标识码。需要说明的是，每一个服务人员都对应着一个标识码，每个服务人员的服务数据中都含有标识码，通过该标识码，可以在大量的服务数据中确定属于同一个服务人员的服务数据。
步骤S30，解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码。
当确定黑名单标识码后，解除黑名单标识码与客户地址码之间的关联关系，即解除服务人员与客户之间的服务关系，让黑名单标识码对应的服务人员不再服务该客户。当解除黑名单标识码与客户地址码之间的关联关系后，为该客户地址码重新分配新的服务人员的标识码，让新的服务人员为该客户服务。需要说明的是，每一客户都有对应的地址码。当客户地址码与服务人员的标识码关联后，可通过标识码确定为该客户服务的服务人员。
进一步地，所述步骤S30包括：
步骤a，解除所述黑名单标识码与客户地址码之间的关联关系，输出提示消息，以提示对应的工作人员为所述客户地址码重新分配服务人员的标识码。
进一步地，当解除黑名单标识码与客户地址码之间的关联关系后，输出提示消息，以提示服务人员分配设备对应的工作人员为该客户地址码重新分配服务人员的标识码，即为该客户重新分配服务人员，以提高客户的满意度。可以理解的是，当解除黑名单标识码与客户地址码之间的关联关系后，服务人员分配设备可自动为客户重新分配服务人员，也可由工作人员手动重新为该客户分配服务人员。当工作人员手动为该客户分配服务人员，即手动为客户地址码分配对应的服务人员标识码过程中所输出的提示消息可为文字信息，也可为语音信息，或者是提示灯提示信息等。
本实施例通过当侦测到黑名单数据获取指令时，根据所述获取指令获取服务人员的服务数据；若所述服务数据满足预设的黑名单规则，则将满足所述黑名单规则的服务数据对应的标识码标记为黑名单标识码，其中，每一服务人员对应着一个标识码；解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码。实现了通过获取客户反馈的服务人员服务数据，当服务数据满足黑名单规则时，解除该服务人员标识码与客户地址码之间的关联关系，不再让该服务人员服务该客户，以检测服务人员在服务客户过程中的服务质量，提高客户满意度。
进一步地，提出本申请服务人员分配方法第二实施例。
所述服务人员分配方法第二实施例与所述服务人员分配方法第一实施例的区别在于，参照图3，步骤S20包括：
步骤S21，若所述服务数据满足所述黑名单规则，则将满足所述黑名单规则的服务数据添加至审核列表中。
步骤S22，将所述审核列表发送给审核系统，以供所述审核系统审核所述审核列表中的服务数据，并返回审核结果。
当确定服务数据满足黑名单规则时，将满足黑名单规则的服务数据添加至审核列表中，并将审核列表发给审核系统，以供审核系统审核该审核列表中的服务数据，并返回审核结果。具体地，当审核系统接收到审核列表时，输出通知信息，通知审核人员审核该审核列表中的服务数据，得到审核结果。当审核系统得到审核结果后，返回所得的审核结果。在本实施例中，通知消息包括但不限于文字信息和语音信息，如可以发邮件通知审核人员在规定时间内审核该审核列表中的服务数据。
步骤S23，若根据所接收的审核结果确认所述审核列表中未存在不满足所述黑名单规则的服务数据，则将所述审核列表中服务数据对应的标识码标记为黑名单标识码。
当接收到审核系统返回的审核结果后，根据所接收的审核结果判断审核列表中是否存在不满足黑名单规则的服务数据。若审核列表中未存在不满足黑名单规则的服务数据，则将审核列表中服务数据对应的标识码标记为黑名单标识码。在本实施例中，审核系统可为审核列表中不满足黑名单规则的服务数据和满足黑名单规则的服务数据添加相应的标识，如将审核列表中不满足黑名单规则的服务数据添加标识1，将审核列表中满足黑名单规则的服务数据添加标识0。当接收该审核结果后，根据服务数据中的标识来判断审核列表中是否存在不满足黑名单规则的服务数据。
进一步地，服务人员分配方法还包括：
步骤b，若根据所接收的审核结果确认所述审核列表中存在不满足所述黑名单规则的服务数据，则将不满足所述黑名单规则的服务数据对应的标识码标记为白名单标识码。
进一步地，若根据所接收的审核结果确认审核列表中存在不满足黑名单规则的服务数据，则将不满足黑名单规则的服务数据对应的标识码标记为白名单标识码。
进一步地，服务人员分配方法还包括：
步骤c，若在预设时间内未接收到所述审核结果，则执行步骤S30。
进一步地，判断是否在预设时间内接收到审核系统反馈的审核结果。若在预设时间内未接收到审核系统反馈的审核结果，则解除黑名单标识码与客户地址码之间的关联关系，并为客户地址码重新分配服务人员的标识码。若在预设时间内接收到审核系统反馈的审核结果，则根据所接收的审核结果判断审核列表中是否存在不满足黑名单规则的服务数据。在本实施例中，预设时间可根据具体需要而设置，如可以设置为24小时，10天，或者1个月等。
本实施例通过将满足黑名单规则的服务数据发送给审核系统审核，根据审核系统反馈的审核结果来决定将满足黑名单规则的服务数据对应的标识码标记为黑名单标识码还是标记为白名单标识码，提高了确定黑名单标识码的准确率。
进一步地，提出本申请服务人员分配方法第三实施例。
所述服务人员分配方法第三实施例与所述服务人员分配方法第二实施例的区别在于，步骤S21包括：
步骤d，若所述服务数据满足所述黑名单规则，则判断所述黑名单规则是否与所述审核系统关联。
步骤e，若所述黑名单规则与所述审核系统关联，则将满足所述黑名单规则的服务数据添加至审核列表中。
当确定服务数据满足黑名单规则时，判断服务数据所满足的黑名单规则是否与审核系统关联。若服务数据所满足的黑名单规则与审核系统关联，则将满足黑名单规则的服务数据添加至审核列表中。
进一步地，服务人员分配方法还包括：
步骤f，若所述黑名单规则未与所述审核系统关联，则步骤S30。
若服务数据所满足的黑名单规则未与审核系统关联，则根据所接收的审核结果判断审核列表中是否存在不满足黑名单规则的服务数据。
在本实施例中，黑名单规则是否与审核系统关联，可根据具体需要而设置，并不是所有的黑名单规则都与审核系统关联。如可以设置为容易出错的黑名单规则与审核系统关联，或者设置较为重要的黑名单规则与审核系统关联。
本实施例通过将满足与审核系统关联的黑名单规则的服务数据添加到审核列表中，将审核列表发送给审核系统进行审核，在降低了审核系统工作量的基础上，同时提高了确定黑名单标识码的准确率。
进一步地，提出本申请服务人员分配方法第四实施例。
所述服务人员分配方法第四实施例与所述服务人员分配方法第一实施例的区别在于，服务人员分配方法还包括：
步骤g，判断所述黑名单规则是否存在生效时间。
步骤h，若所述黑名单规则存在生效时间，则确定获取所述服务数据的获取时间。
步骤i，确定当前时间，计算所述当前时间和所述获取时间之间的时间差。
步骤j，若所述时间差大于所述生效时间，则将所述黑名单标识码标记为白名单标识码。
判断黑名单规则是否存在生效时间。若黑名单规则存在生效时间，则确定获取服务数据的获取时间，以及确定当前时间。当确定获取时间和当前时间后，计算当前时间和获取时间之间的时间差，并判断所计算的时间差是否大于生效时间。若所计算的时间差大于生效时间，则将黑名单标识码标记为白名单标识码；若所计算的时间差小于或者等于生效时间，则继续计算当前时间和获取时间之间的时间差。
在本实施例中，生效时间可根据具体需要而设置，如可设置为3个月，6个月，或者1年等。需要说明的是，不同的黑名单规则可设置不同或者相同的生效时间。
进一步地，若黑名单规则未存在生效时间，则表示该黑名单规则为永久生效，服务人员分配设备不会自动将符合永久生效的黑名单规则的黑名单标识码标记为白名单标识码，除非是服务人员分配设备的工作人员手动将符合永久生效的黑名单规则的黑名单标识码标记为白名单标识码。
本实施例通过设置黑名单规则的生效时间，在超过生效时间后，自动将黑名单标识码标记为白名单标识码，提高了服务人员分配设备的智能性。
此外，本申请实施例还提出一种服务人员分配装置，所述服务人员分配装置包括：
获取模块，用于当侦测到黑名单数据获取指令时，根据所述获取指令获取服务人员的服务数据；
标记模块，用于若所述服务数据满足预设的黑名单规则，则将满足所述黑名单规则的服务数据对应的标识码标记为黑名单标识码，其中，每一服务人员对应着一个标识码；
分配模块，用于解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码。
进一步地，所述标记模块包括：
添加单元，用于若所述服务数据满足所述黑名单规则，则将满足所述黑名单规则的服务数据添加至审核列表中；
发送单元，用于将所述审核列表发送给审核系统，以供所述审核系统审核所述审核列表中的服务数据，并返回审核结果；
标记单元，用于若根据所接收的审核结果确认所述审核列表中未存在不满足所述黑名单规则的服务数据，则将所述审核列表中服务数据对应的标识码标记为黑名单标识码。
进一步地，所述标记单元还用于若根据所接收的审核结果确认所述审核列表中存在不满足所述黑名单规则的服务数据，则将不满足所述黑名单规则的服务数据对应的标识码标记为白名单标识码。
进一步地，所述添加单元包括：
判断子单元，用于若所述服务数据满足所述黑名单规则，则判断所述黑名单规则是否与所述审核系统关联；
添加子单元，用于若所述黑名单规则与所述审核系统关联，则将满足所述黑名单规则的服务数据添加至审核列表中。
进一步地，所述分配模块还用于若所述黑名单规则未与所述审核系统关联，则执行解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码的步骤。
进一步地，所述分配模块还用于若在预设时间内未接收到所述审核结果，则执行解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码的步骤。
进一步地，所述服务人员分配装置还包括：
判断模块，用于判断所述黑名单规则是否存在生效时间；
确定模块，用于若所述黑名单规则存在生效时间，则确定获取所述服务数据的获取时间；
计算模块，用于确定当前时间，计算所述当前时间和所述获取时间之间的时间差；
所述标记模块还用于若所述时间差大于所述生效时间，则将所述黑名单标识码标记为白名单标识码。
进一步地，所述分配模块还用于解除所述黑名单标识码与客户地址码之间的关联关系，输出提示消息，以提示对应的工作人员为所述客户地址码重新分配服务人员的标识码。
需要说明的是，服务人员分配装置的各个实施例与上述服务人员分配方法的各实施例基本相同，在此不再详细赘述。
此外，本申请实施例还提出一种计算机可读存储介质，所述计算机可读存储介质上存储有服务人员分配程序，所述服务人员分配程序被处理器执行时实现如上所述的服务人员分配方法的步骤。
本申请计算机可读存储介质具体实施方式与上述服务人员分配方法各实施例基本相同，在此不再赘述。
需要说明的是，在本文中，术语“包括”、“包含”或者其任何其他变体意在涵盖非排他性的包含，从而使得包括一系列要素的过程、方法、物品或者装置不仅包括那些要素，而且还包括没有明确列出的其他要素，或者是还包括为这种过程、方法、物品或者装置所固有的要素。在没有更多限制的情况下，由语句“包括一个……”限定的要素，并不排除在包括该要素的过程、方法、物品或者装置中还存在另外的相同要素。
上述本申请实施例序号仅仅为了描述，不代表实施例的优劣。
通过以上的实施方式的描述，本领域的技术人员可以清楚地了解到上述实施例方法可借助软件加必需的通用硬件平台的方式来实现，当然也可以通过硬件，但很多情况下前者是更佳的实施方式。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（如ROM/RAM、磁碟、光盘）中，包括若干指令用以使得一台终端设备（可以是手机，计算机，服务器，空调器，或者网络设备等）执行本申请各个实施例所述的方法。
以上仅为本申请的优选实施例，并非因此限制本申请的专利范围，凡是利用本申请说明书及附图内容所作的等效结构或等效流程变换，或直接或间接运用在其他相关的技术领域，均同理包括在本申请的专利保护范围内。
Claims (20)
- 一种服务人员分配方法，其特征在于，所述服务人员分配方法包括以下步骤：当侦测到黑名单数据获取指令时，根据所述获取指令获取服务人员的服务数据；若所述服务数据满足预设的黑名单规则，则将满足所述黑名单规则的服务数据对应的标识码标记为黑名单标识码，其中，每一服务人员对应着一个标识码；解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码。
- 如权利要求1所述的服务人员分配方法，其特征在于，所述若所述服务数据满足预设的黑名单规则，则将满足所述黑名单规则的服务数据对应的标识码标记为黑名单标识码的步骤包括：若所述服务数据满足所述黑名单规则，则将满足所述黑名单规则的服务数据添加至审核列表中；将所述审核列表发送给审核系统，以供所述审核系统审核所述审核列表中的服务数据，并返回审核结果；若根据所接收的审核结果确认所述审核列表中未存在不满足所述黑名单规则的服务数据，则将所述审核列表中服务数据对应的标识码标记为黑名单标识码。
- 如权利要求2所述的服务人员分配方法，其特征在于，所述将所述审核列表发送给审核系统，以供所述审核系统审核所述审核列表中的服务数据，并返回审核结果的步骤之后，还包括：若根据所接收的审核结果确认所述审核列表中存在不满足所述黑名单规则的服务数据，则将不满足所述黑名单规则的服务数据对应的标识码标记为白名单标识码。
- 如权利要求2所述的服务人员分配方法，其特征在于，所述若所述服务数据满足所述黑名单规则，则将满足所述黑名单规则的服务数据添加至审核列表中的步骤包括：若所述服务数据满足所述黑名单规则，则判断所述黑名单规则是否与所述审核系统关联；若所述黑名单规则与所述审核系统关联，则将满足所述黑名单规则的服务数据添加至审核列表中。
- 如权利要求4所述的服务人员分配方法，其特征在于，所述若所述服务数据满足所述黑名单规则，则判断所述黑名单规则是否与所述审核系统关联的步骤之后，还包括：若所述黑名单规则未与所述审核系统关联，则执行解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码的步骤。
- 如权利要求2所述的服务人员分配方法，其特征在于，所述将所述审核列表发送给审核系统，以供所述审核系统审核所述审核列表中的服务数据，并返回审核结果的步骤之后，还包括：若在预设时间内未接收到所述审核结果，则执行解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码的步骤。
- 如权利要求1所述的服务人员分配方法，其特征在于，所述若所述服务数据满足预设的黑名单规则，则将满足所述黑名单规则的服务数据对应的标识码标记为黑名单标识码的步骤之后，还包括：判断所述黑名单规则是否存在生效时间；若所述黑名单规则存在生效时间，则确定获取所述服务数据的获取时间；确定当前时间，计算所述当前时间和所述获取时间之间的时间差；若所述时间差大于所述生效时间，则将所述黑名单标识码标记为白名单标识码。
- 如权利要求1所述的服务人员分配方法，其特征在于，所述解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码的步骤包括：解除所述黑名单标识码与客户地址码之间的关联关系，输出提示消息，以提示对应的工作人员为所述客户地址码重新分配服务人员的标识码。
- 如权利要求2所述的服务人员分配方法，其特征在于，所述解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码的步骤包括：解除所述黑名单标识码与客户地址码之间的关联关系，输出提示消息，以提示对应的工作人员为所述客户地址码重新分配服务人员的标识码。
- 如权利要求3所述的服务人员分配方法，其特征在于，所述解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码的步骤包括：解除所述黑名单标识码与客户地址码之间的关联关系，输出提示消息，以提示对应的工作人员为所述客户地址码重新分配服务人员的标识码。
- 如权利要求4所述的服务人员分配方法，其特征在于，所述解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码的步骤包括：解除所述黑名单标识码与客户地址码之间的关联关系，输出提示消息，以提示对应的工作人员为所述客户地址码重新分配服务人员的标识码。
- 如权利要求5所述的服务人员分配方法，其特征在于，所述解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码的步骤包括：解除所述黑名单标识码与客户地址码之间的关联关系，输出提示消息，以提示对应的工作人员为所述客户地址码重新分配服务人员的标识码。
- 如权利要求6所述的服务人员分配方法，其特征在于，所述解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码的步骤包括：解除所述黑名单标识码与客户地址码之间的关联关系，输出提示消息，以提示对应的工作人员为所述客户地址码重新分配服务人员的标识码。
- 如权利要求7所述的服务人员分配方法，其特征在于，所述解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码的步骤包括：解除所述黑名单标识码与客户地址码之间的关联关系，输出提示消息，以提示对应的工作人员为所述客户地址码重新分配服务人员的标识码。
- 一种服务人员分配装置，其特征在于，所述服务人员分配装置包括：获取模块，用于当侦测到黑名单数据获取指令时，根据所述获取指令获取服务人员的服务数据；标记模块，用于若所述服务数据满足预设的黑名单规则，则将满足所述黑名单规则的服务数据对应的标识码标记为黑名单标识码，其中，每一服务人员对应着一个标识码；分配模块，用于解除所述黑名单标识码与客户地址码之间的关联关系，并为所述客户地址码重新分配服务人员的标识码。
- 如权利要求15所述的服务人员分配装置，其特征在于，所述标记模块包括：添加单元，用于若所述服务数据满足所述黑名单规则，则将满足所述黑名单规则的服务数据添加至审核列表中；发送单元，用于将所述审核列表发送给审核系统，以供所述审核系统审核所述审核列表中的服务数据，并返回审核结果；标记单元，用于若根据所接收的审核结果确认所述审核列表中未存在不满足所述黑名单规则的服务数据，则将所述审核列表中服务数据对应的标识码标记为黑名单标识码。
- 如权利要求16所述的服务人员分配装置，其特征在于，所述标记单元还用于若根据所接收的审核结果确认所述审核列表中存在不满足所述黑名单规则的服务数据，则将不满足所述黑名单规则的服务数据对应的标识码标记为白名单标识码。
- 如权利要求16所述的服务人员分配装置，其特征在于，所述添加单元包括：判断子单元，用于若所述服务数据满足所述黑名单规则，则判断所述黑名单规则是否与所述审核系统关联；添加子单元，用于若所述黑名单规则与所述审核系统关联，则将满足所述黑名单规则的服务数据添加至审核列表中。
- 一种服务人员分配设备，其特征在于，所述服务人员分配设备包括存储器、处理器和存储在所述存储器上并可在所述处理器上运行的服务人员分配程序，所述服务人员分配程序被所述处理器执行时实现如权利要求1所述的服务人员分配方法的步骤。
- 一种计算机可读存储介质，其特征在于，所述计算机可读存储介质上存储有服务人员分配程序，所述服务人员分配程序被处理器执行时实现如权利要求1所述的服务人员分配方法的步骤。
Applications Claiming Priority (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710315373.1 | 2017-05-05 | ||
| CN201710315373.1A CN107862422A (zh) | 2017-05-05 | 2017-05-05 | 服务人员分配方法、设备以及计算机可读存储介质 |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| WO2018201866A1 true WO2018201866A1 (zh) | 2018-11-08 |
Family
ID=61699033
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| PCT/CN2018/082612 WO2018201866A1 (zh) | 2017-05-05 | 2018-04-11 | 服务人员分配方法、装置、设备及计算机可读存储介质 |
Country Status (2)
| Country | Link |
|---|---|
| CN (1) | CN107862422A (zh) |
| WO (1) | WO2018201866A1 (zh) |
Families Citing this family (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107862422A (zh) * | 2017-05-05 | 2018-03-30 | 平安科技（深圳）有限公司 | 服务人员分配方法、设备以及计算机可读存储介质 |
| CN108960903A (zh) * | 2018-06-14 | 2018-12-07 | 万翼科技有限公司 | 失效客户信息的处理方法、装置及计算机可读存储介质 |
| CN111080162B (zh) * | 2019-12-27 | 2023-06-16 | 上海益商网络科技有限公司 | 一种提升酒店服务流程自动化水平的服务任务自动分配方法 |
Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105243559A (zh) * | 2015-09-21 | 2016-01-13 | 上海银天下科技有限公司 | 客户分配方法及装置 |
| CN105809323A (zh) * | 2016-02-23 | 2016-07-27 | 平安科技（深圳）有限公司 | 任务分配方法和系统 |
| US20170011330A1 (en) * | 2015-07-10 | 2017-01-12 | New York University | Signaling game machine architecture, system, software, computer-accessible medium and hardware |
| CN107862422A (zh) * | 2017-05-05 | 2018-03-30 | 平安科技（深圳）有限公司 | 服务人员分配方法、设备以及计算机可读存储介质 |
Family Cites Families (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102147792B (zh) * | 2010-02-09 | 2012-11-21 | 中国科学院计算技术研究所 | 一种客户化知识智能系统 |
| CN101820666B (zh) * | 2010-04-16 | 2012-05-23 | 华为终端有限公司 | 终端及终端获得网络服务的方法 |
| CN102316458B (zh) * | 2011-09-15 | 2014-11-05 | 秦政 | 一种可疑垃圾短信判别的方法 |
| CN105719084A (zh) * | 2016-01-21 | 2016-06-29 | 卓圣斌 | 餐饮服务评价管理方法及装置 |
| CN106127038B (zh) * | 2016-06-22 | 2019-04-26 | 中国建设银行股份有限公司 | 一种黑名单的处理方法及系统 |
-
2017
- 2017-05-05 CN CN201710315373.1A patent/CN107862422A/zh active Pending
-
2018
- 2018-04-11 WO PCT/CN2018/082612 patent/WO2018201866A1/zh active Application Filing
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US20170011330A1 (en) * | 2015-07-10 | 2017-01-12 | New York University | Signaling game machine architecture, system, software, computer-accessible medium and hardware |
| CN105243559A (zh) * | 2015-09-21 | 2016-01-13 | 上海银天下科技有限公司 | 客户分配方法及装置 |
| CN105809323A (zh) * | 2016-02-23 | 2016-07-27 | 平安科技（深圳）有限公司 | 任务分配方法和系统 |
| CN107862422A (zh) * | 2017-05-05 | 2018-03-30 | 平安科技（深圳）有限公司 | 服务人员分配方法、设备以及计算机可读存储介质 |
Non-Patent Citations (1)
| Title |
|---|
| YUWEN, JING: "Finance & Economy", ANALYSIS ON RISK PREVENTION OF INSURANCE AGENTS, 23 October 2007 (2007-10-23) * |
Also Published As
| Publication number | Publication date |
|---|---|
| CN107862422A (zh) | 2018-03-30 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| WO2018107610A1 (zh) | 业务数据处理方法、系统、设备及计算机可读存储介质 | |
| WO2019061613A1 (zh) | 贷款资质筛选方法、装置及计算机可读存储介质 | |
| WO2018205544A1 (zh) | 软件项目管理方法、装置、终端及计算机存储介质 | |
| WO2019061611A1 (zh) | 营销活动的管理方法、装置、设备及计算机存储介质 | |
| WO2019037396A1 (zh) | 账户清结算方法、装置、设备及存储介质 | |
| WO2018233301A1 (zh) | 产品推荐方法、装置、设备以及计算机可读存储介质 | |
| WO2018166314A1 (zh) | 额度审批方法、装置、设备以及计算机可读存储介质 | |
| WO2018201866A1 (zh) | 服务人员分配方法、装置、设备及计算机可读存储介质 | |
| WO2019061614A1 (zh) | 贷款产品匹配方法、装置及计算机可读存储介质 | |
| WO2018233351A1 (zh) | 自助理赔方法、装置、服务器和计算机可读存储介质 | |
| WO2019061612A1 (zh) | 贷款产品推广方法、装置及计算机可读存储介质 | |
| WO2018201699A1 (zh) | 客户评价方法、装置、设备以及计算机可读存储介质 | |
| WO2020224247A1 (zh) | 基于区块链的数据溯源方法、装置、设备及可读存储介质 | |
| WO2016058258A1 (zh) | 终端远程控制方法和系统 | |
| WO2019051902A1 (zh) | 终端控制方法、空调器及计算机可读存储介质 | |
| WO2019161597A1 (zh) | 基于即时通讯的信息发送方法、装置、设备和存储介质 | |
| WO2015103864A1 (zh) | 内存管理的方法及Linux终端 | |
| WO2019024219A1 (zh) | 文档自动生成方法、装置、文档自动生成器及介质 | |
| WO2017121066A1 (zh) | 应用程序显示方法和系统 | |
| WO2019062199A1 (zh) | 用电计费方式的推荐方法、装置及存储介质 | |
| WO2017036208A1 (zh) | 显示界面中的信息提取方法及系统 | |
| WO2019080247A1 (zh) | 产生保单批文的方法、装置、设备及计算机可读存储介质 | |
| WO2018076453A1 (zh) | 一种关联应用显示方法、装置及移动终端 | |
| WO2019205272A1 (zh) | 虚拟机服务提供方法、装置、设备及计算机可读存储介质 | |
| WO2020006838A1 (zh) | 差旅预算分析方法、预算分析装置、终端及可读存储介质 |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| 121 | Ep: the epo has been informed by wipo that ep was designated in this application |
Ref document number: 18795004 Country of ref document: EP Kind code of ref document: A1 |
|
| NENP | Non-entry into the national phase |
Ref country code: DE |
|
| 32PN | Ep: public notification in the ep bulletin as address of the adressee cannot be established |
Free format text: NOTING OF LOSS OF RIGHTS PURSUANT TO RULE 112(1) EPC (EPO FORM 1205 DATED 18/02/2020) |
|
| 122 | Ep: pct application non-entry in european phase |
Ref document number: 18795004 Country of ref document: EP Kind code of ref document: A1 |