CN109726928A - One kind robbing worksheet processing method for processing business, device and storage medium - Google Patents
One kind robbing worksheet processing method for processing business, device and storage medium Download PDFInfo
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Abstract
The present invention provides one kind and robs worksheet processing method for processing business, device and storage medium, method includes: to generate order information according to the service requesting information service requesting information of client, it monitors whether to exist within a preset period of time and robs one-state, if there is, then order information is sent in competition for orders business work number corresponding CRM business processing end and is handled, otherwise it carries out order and distributes processing, order information is sent to be distributed in order business work number corresponding CRM business processing end and is handled, business processing is sent to client when processing is completed and completes information；Client traffic order can be handled by active and passive type, carry out competition for orders or worksheet processing processing, client traffic order can be handled in time in client, improve user experience, the chip time of business personnel can be effectively integrated and be utilized in business personnel, customer perception is promoted to draw high business handling success rate while promotion.
Description
Technical field
The invention mainly relates to service order processing technology fields, and in particular to one kind robs worksheet processing method for processing business, dress
It sets and storage medium.
Background technique
With the fast development of Digitalization in China, more and more telecommunication users carry out business handling by internet channels
It with problem counseling services, is serviced without selecting in entity business hall, the customer service order of internet processing at present, which exists, to be ordered
It is single to handle the problems such as not prompt enough, the case where causing user experience poor, certain customers caused to be lost.
Summary of the invention
The technical problem to be solved by the present invention is in view of the deficiencies of the prior art, provide one kind to rob worksheet processing business processing side
Method, device and storage medium.
The technical scheme to solve the above technical problems is that one kind robs worksheet processing method for processing business, including as follows
Step:
The service requesting information that client is sent is received, and order information is generated according to the service requesting information.
It monitors whether to exist within a preset period of time and one-state is robbed to the order information, if it is present being ordered described
Single information is sent in competition for orders business work number corresponding CRM business processing end and handles, if it does not exist, then carrying out order distributes place
Reason, obtains being distributed order business work number, and the order information is sent to described to be distributed order business work number corresponding
CRM business processing is handled in end.
It receives the CRM business processing end of competition for orders business work number or is distributed the CRM business processing end hair of order business work number
The order processed signal sent sends business processing to the client according to the order processed signal and completes information.
Another technical solution that the present invention solves above-mentioned technical problem is as follows: one kind robbing worksheet processing business processing device, comprising:
Order generation module, for receiving the service requesting information of client transmission, and according to the service requesting information
Generate order information.
Ordering Module robs one-state to the order information for monitoring whether to exist within a preset period of time, such as
Fruit exists, then the order information is sent in competition for orders business work number corresponding CRM business processing end and is handled, if do not deposited
It is then carrying out order and is distributing processing, obtaining being distributed order business work number, and the order information is sent to described be distributed
Order business work number corresponding CRM business processing is handled in end.
Information feedback module, for receiving the CRM business processing end of competition for orders business work number or being distributed order business work number
CRM business processing end send order processed signal, according to the order processed signal to the client send industry
Information is completed in business processing.
Another technical solution that the present invention solves above-mentioned technical problem is as follows: one kind robbing worksheet processing business processing device, including
Memory, processor and storage in the memory and the computer program that can run on the processor, when described
When processor executes the computer program, realizes and rob worksheet processing method for processing business as mentioned.
Another technical solution that the present invention solves above-mentioned technical problem is as follows: a kind of computer readable storage medium, described
Computer-readable recording medium storage has computer program, when the computer program is executed by processor, realizes as described
Rob worksheet processing method for processing business.
The beneficial effects of the present invention are: client traffic order can be handled by active and passive type, it is active to be
Business work number to client traffic order carry out competition for orders processing, passive type be in the case where no competition for orders to client traffic order into
Row order distributes processing, can handle in time client traffic order in client, user experience is improved, in business personnel's energy
The chip time of business personnel is enough effectively integrated and utilized, customer perception is promoted to draw high business handling success rate while promotion.
Detailed description of the invention
Fig. 1 is the flow diagram for robbing worksheet processing method for processing business that one embodiment of the invention provides；
Fig. 2 is the structural block diagram for robbing worksheet processing business processing device that one embodiment of the invention provides；
Fig. 3 be another embodiment of the present invention provides the structural block diagram for robbing worksheet processing business processing device；
Fig. 4 is the signaling diagram for robbing worksheet processing method for processing business that one embodiment of the invention provides.
Specific embodiment
The principle and features of the present invention will be described below with reference to the accompanying drawings, and the given examples are served only to explain the present invention, and
It is non-to be used to limit the scope of the invention.
Fig. 1 is the flow diagram for robbing worksheet processing method for processing business that one embodiment of the invention provides.
As shown in Figure 1, one kind robs worksheet processing method for processing business, include the following steps:
The service requesting information that client is sent is received, and order information is generated according to the service requesting information.
It monitors whether to exist within a preset period of time and one-state is robbed to the order information, if it is present being ordered described
Single information is sent in competition for orders business work number corresponding CRM business processing end and handles, if it does not exist, then carrying out order distributes place
Reason, obtains being distributed order business work number, and the order information is sent to described to be distributed order business work number corresponding
CRM business processing is handled in end.
It receives the CRM business processing end of competition for orders business work number or is distributed the CRM business processing end hair of order business work number
The order processed signal sent sends business processing to the client according to the order processed signal and completes information.
In above-described embodiment, client traffic order can be handled by active and passive type, and active is business work
Number to client traffic order carry out competition for orders processing, passive type be in the case where no competition for orders to client traffic order carry out order
Processing is distributed, client traffic order can be handled in time in client, improves user experience, it can be effective in business personnel
The chip time of business personnel is integrated and utilized, customer perception is promoted to draw high business handling success rate while promotion.
Optionally, as an embodiment of the present invention, when the transmission business processing completion information to the client,
Further include:
Satisfaction evaluation solicited message is sent to the client, the satisfaction evaluation solicited message includes completing this
The business work number of business processing and the multiple score values selected for client.
Receive the evaluation information that the client is sent, the evaluation information include the client selection score value and
The business work number for completing this business processing, and the evaluation information is saved into default grade form.
Specifically, the score value of multiple client or same client can be obtained in each business work number, by same business work
Number the summation of each score value after calculate average value, obtain the corresponding score value of the business work number, by each business work number and
The score value being calculated is stored in correspondingly in the default grade form.
In above-described embodiment, client can be obtained to the evaluation information of business personnel's processing business, service can be improved
Quality, while ranking can be carried out to the service of business personnel according to evaluation of estimate.
Optionally, as an embodiment of the present invention, it is described carry out order and distribute the process of processing include:
Number to be processed is obtained from the service requesting information, searches whether exist and institute from default customer relationship table
The associated business work number of number to be processed is stated, if it is present whether the CRM business processing end for detecting the business work number is located
In idle state.
If be in idle condition, using associated business work number as being distributed order business work number, and will be described
Order information is sent to described be distributed in order business work number corresponding CRM business processing end and handles.
If there is no associated business work number or it is not at idle state, then business is matched according to default search criterion
Work number, the business work number that will match to is used as and is distributed order business work number, and the order information is sent to described sent
Hair is handled in order business work number corresponding CRM business processing end.
In above-described embodiment, specifically, the default customer relationship table storage client traffic number and with client traffic number
The business work number of the associated business personnel of code, i.e. the business work number was once the client traffic Number Service mistake, was established good
Cooperative relationship, then preferentially the business work number that the order information of the client is distributed to associated business personnel is handled.
Specifically, it is not at idle state if there is no associated business work number or the business work number, it need to be by the visitor
The order information at family is distributed to other business work numbers to handle, and under actual conditions, due to each department rate different from, needs root
According to the number searching ownership place to be processed, business work number is matched according to ownership place, i.e., industry is matched according to default search criterion
The number of working, the business work number being matched to ownership place corresponding with the number to be processed is consistent, can be more convenient processing client's
Order information.
Specifically, the busy state is the number of the order information handled in business work number corresponding CRM business processing end
Amount is greater than or equal to 5.
Optionally, as an embodiment of the present invention, the basis presets the process of search criterion matching business work number
Include:
The default search criterion is the business work number that is in the top and being currently at idle state that preferably scores,
In, the scoring ranking is by the way that the corresponding score value of each business work number to be ranked up to obtain from large to small, the score value
It is obtained by the evaluation information that client is sent.
Specifically, each business work number and its corresponding score value are obtained from the default grade form, by each scoring
Value is ranked up from large to small, is searched one by one from the corresponding business work number of preceding score value that sorts and is currently at idle state
Business work number.
In above-described embodiment, by carrying out ranking to business work number, business personnel preferably in the top handles client traffic,
It can be improved service quality and the satisfaction of client.
Fig. 2 is the structural block diagram for robbing worksheet processing business processing device that one embodiment of the invention provides.
Optionally, as an embodiment of the present invention, as shown in Fig. 2, one kind robs worksheet processing business processing device, comprising:
Order generation module, for receiving the service requesting information of client transmission, and according to the service requesting information
Generate order information.
Ordering Module robs one-state to the order information for monitoring whether to exist within a preset period of time, such as
Fruit exists, then the order information is sent in competition for orders business work number corresponding CRM business processing end and is handled, if do not deposited
It is then carrying out order and is distributing processing, obtaining being distributed order business work number, and the order information is sent to described be distributed
Order business work number corresponding CRM business processing is handled in end.
Information feedback module, for receiving the CRM business processing end of competition for orders business work number or being distributed order business work number
CRM business processing end send order processed signal, according to the order processed signal to the client send industry
Information is completed in business processing.
Fig. 3 be another embodiment of the present invention provides the structural block diagram for robbing worksheet processing business processing device.
Optionally, as an embodiment of the present invention, as shown in figure 3, originally robbing worksheet processing business processing device further includes commenting
Valence module, the evaluation module are used for:
Satisfaction evaluation solicited message is sent to the client, the satisfaction evaluation solicited message includes completing this
The business work number of business processing and the multiple score values selected for client.
Receive the evaluation information that the client is sent, the evaluation information include the client selection score value and
The business work number for completing this business processing, and the evaluation information is saved into default grade form.
Optionally, as an embodiment of the present invention, the Ordering Module is specifically used for:
Number to be processed is obtained from the service requesting information, searches whether exist and institute from default customer relationship table
The associated business work number of number to be processed is stated, if it is present whether the CRM business processing end for detecting the business work number is located
In idle state.
If be in idle condition, using associated business work number as being distributed order business work number, and will be described
Order information is sent to described be distributed in order business work number corresponding CRM business processing end and handles.
If there is no associated business work number or it is not at idle state, then business is matched according to default search criterion
Work number, the business work number that will match to is used as and is distributed order business work number, and the order information is sent to described sent
Hair is handled in order business work number corresponding CRM business processing end.
Optionally, as an embodiment of the present invention, the Ordering Module also particularly useful for:
The default search criterion is the business work number that is in the top and being currently at idle state that preferably scores,
In, the scoring ranking is by the way that the corresponding score value of each business work number to be ranked up to obtain from large to small, the score value
It is obtained by the evaluation information that client is sent.
Optionally, as another embodiment of the invention, one kind robbing worksheet processing business processing device, including memory, place
The computer program managing device and storage in the memory and can running on the processor, when the processor executes
When the computer program, realizes and rob worksheet processing method for processing business as mentioned.
Optionally, as another embodiment of the invention, a kind of computer readable storage medium is described computer-readable
Storage medium is stored with computer program, when the computer program is executed by processor, realizes and robs worksheet processing industry as mentioned
Business processing method.
Fig. 4 is the signaling diagram for robbing worksheet processing method for processing business that one embodiment of the invention provides.
As shown in figure 4, illustrating the process flow for robbing worksheet processing business below by timing diagram:
1: user initiates session
1.1: push conversation order
1.1.1: generate order
2: by rule push order
2.1: obtaining personnel's work number of the whole network free time
2.1.1: return to work number
2.1.1.1: push current order
2.1.1.1.1: competition for orders
3: nobody robs and has the order auto form delivering of service number
3.1: obtaining the corresponding idle personnel's work number of number home districts and cities
3.1.1: return to work number
3.1.1.1: distribute current order
3.2: ownership districts and cities do not have service number without idle personnel or tourist
3.2.1: obtaining the whole network free time personnel's work number
3.2.1.1: return to work number
3.2.1.1.1: distribute current order
4: user requires to immediately access
4.1: session worksheet processing
4.1.1: obtaining the whole network free time personnel's work number
4.1.1.1: return to work number
4.1.1.1.1: turning to send current order
5: user closes current sessions
5.1: cancellation request is attended a banquet
5.1.1: close current order
6: processing order
6.1: establishing session connection
7: related service is handled in recommendation
7.1: XX business is handled in user's selection
7.1.1: secondary-confirmation business handling
7.1.1.1: issuing secondary-confirmation prompting
7.1.1.1.1: confirmation is handled
8: transacting business is linked by card form
8.1: handling success, transmitting short message is reminded
8.1.1: issuing customer evaluation prompting
8.1.1.1: Feedback Evaluation result
9: entering CRM business processing end respective modules transacting business
9.1: calling exempts from close verification service
9.1.1: session confirmation being called to handle service
9.1.1.1: returning to confirmation result
9.1.1.1.1: returning to confirmation result
9.1.1.1.1.1: it is successfully entered business module
9.2: handling success, transmitting short message is reminded
10: handling end, close current order
It is apparent to those skilled in the art that for convenience of description and succinctly, the dress of foregoing description
The specific work process with unit is set, can refer to corresponding processes in the foregoing method embodiment, details are not described herein.
In several embodiments provided herein, it should be understood that disclosed device and method can pass through it
Its mode is realized.For example, the apparatus embodiments described above are merely exemplary, for example, the division of unit, only
A kind of logical function partition, there may be another division manner in actual implementation, for example, multiple units or components can combine or
Person is desirably integrated into another system, or some features can be ignored or not executed.
Unit may or may not be physically separated as illustrated by the separation member, shown as a unit
Component may or may not be physical unit, it can and it is in one place, or may be distributed over multiple networks
On unit.It can select some or all of unit therein according to the actual needs to realize the mesh of the embodiment of the present invention
's.
It, can also be in addition, the functional units in various embodiments of the present invention may be integrated into one processing unit
It is that each unit physically exists alone, is also possible to two or more units and is integrated in one unit.It is above-mentioned integrated
Unit both can take the form of hardware realization, can also realize in the form of software functional units.
It, can if integrated unit is realized in the form of SFU software functional unit and when sold or used as an independent product
To be stored in a computer readable storage medium.Based on this understanding, technical solution of the present invention substantially or
Say that all or part of the part that contributes to existing technology or the technical solution can embody in the form of software products
Out, which is stored in a storage medium, including some instructions are used so that a computer equipment
(can be personal computer, server or the network equipment etc.) executes all or part of each embodiment method of the present invention
Step.And storage medium above-mentioned include: USB flash disk, it is mobile hard disk, read-only memory (ROM, Read-Only Memory), random
Access various Jie that can store program code such as memory (RAM, Random Access Memory), magnetic or disk
Matter.
More than, only a specific embodiment of the invention, but scope of protection of the present invention is not limited thereto, and it is any to be familiar with
Those skilled in the art in the technical scope disclosed by the present invention, can readily occur in various equivalent modifications or substitutions,
These modifications or substitutions should be covered by the protection scope of the present invention.Therefore, protection scope of the present invention should be wanted with right
Subject to the protection scope asked.
Claims (10)
1. one kind robs worksheet processing method for processing business, which comprises the steps of:
The service requesting information that client is sent is received, and order information is generated according to the service requesting information；
It monitors whether to exist within a preset period of time and one-state is robbed to the order information, if it is present the order is believed
Breath, which is sent in competition for orders business work number corresponding CRM business processing end, to be handled, if it does not exist, then carrying out order distributes processing,
It obtains being distributed order business work number, and the order information is sent to and described is distributed the corresponding CRM of order business work number
Business processing is handled in end；
It receives the CRM business processing end of competition for orders business work number or is distributed the CRM business processing end transmission of order business work number
Order processed signal sends business processing to the client according to the order processed signal and completes information.
2. according to claim 1 rob worksheet processing method for processing business, which is characterized in that described to send industry to the client
When information is completed in business processing, further includes:
Satisfaction evaluation solicited message is sent to the client, the satisfaction evaluation solicited message includes completing this business
The business work number of processing and the multiple score values selected for client；
Receive the evaluation information that the client is sent, the evaluation information includes the score value of the client selection and described
The business work number of this business processing is completed, and the evaluation information is saved into default grade form.
3. according to claim 1 rob worksheet processing method for processing business, which is characterized in that the progress order distributes processing
Process includes:
Number to be processed is obtained from the service requesting information, searched whether from default customer relationship table exist with it is described to
The associated business work number of number is handled, if it is present whether the CRM business processing end for detecting the business work number is in empty
Not busy state,
If be in idle condition, using associated business work number as being distributed order business work number, and by the order
Information is sent to described be distributed in order business work number corresponding CRM business processing end and handles,
If there is no associated business work number or it is not at idle state, then business work is matched according to default search criterion
Number, the business work number that will match to, which is used as, is distributed order business work number, and the order information is sent to described be distributed
Order business work number corresponding CRM business processing is handled in end.
4. according to claim 3 rob worksheet processing method for processing business, which is characterized in that the basis presets search criterion
Process with business work number includes:
The default search criterion is the business work number that is in the top and being currently at idle state that preferably scores, wherein institute
Commentary point ranking is by the way that the corresponding score value of each business work number to be ranked up to obtain from large to small, and the score value is by client
The evaluation information that end is sent obtains.
5. one kind robs worksheet processing business processing device characterized by comprising
Order generation module is generated for receiving the service requesting information of client transmission, and according to the service requesting information
Order information；
Ordering Module robs one-state to the order information for monitoring whether to exist within a preset period of time, if deposited
, then the order information is sent in competition for orders business work number corresponding CRM business processing end and is handled, if it does not exist, then
Carry out order and distribute processing, obtain being distributed order business work number, and by the order information be sent to described in be distributed order
Business work number corresponding CRM business processing is handled in end；
Information feedback module, for receiving the CRM business processing end of competition for orders business work number or being distributed the CRM of order business work number
The order processed signal that business processing end is sent sends business processing to the client according to the order processed signal
Complete information.
6. according to claim 5 rob worksheet processing business processing device, which is characterized in that it further include evaluation module, institute's commentary
Valence module is used for:
Satisfaction evaluation solicited message is sent to the client, the satisfaction evaluation solicited message includes completing this business
The business work number of processing and the multiple score values selected for client；
Receive the evaluation information that the client is sent, the evaluation information includes the score value of the client selection and described
The business work number of this business processing is completed, and the evaluation information is saved into default grade form.
7. according to claim 5 rob worksheet processing business processing device, which is characterized in that the Ordering Module is specifically used
In:
Number to be processed is obtained from the service requesting information, searched whether from default customer relationship table exist with it is described to
The associated business work number of number is handled, if it is present whether the CRM business processing end for detecting the business work number is in empty
Not busy state,
If be in idle condition, using associated business work number as being distributed order business work number, and by the order
Information is sent to described be distributed in order business work number corresponding CRM business processing end and handles,
If there is no associated business work number or it is not at idle state, then business work is matched according to default search criterion
Number, the business work number that will match to, which is used as, is distributed order business work number, and the order information is sent to described be distributed
Order business work number corresponding CRM business processing is handled in end.
8. according to claim 7 rob worksheet processing business processing device, which is characterized in that the Ordering Module is also specific
For:
The default search criterion is the business work number that is in the top and being currently at idle state that preferably scores, wherein institute
Commentary point ranking is by the way that the corresponding score value of each business work number to be ranked up to obtain from large to small, and the score value is by client
The evaluation information that end is sent obtains.
9. one kind robs worksheet processing business processing device, including memory, processor and storage are in the memory and can be in institute
State the computer program run on processor, which is characterized in that when the processor executes the computer program, realize such as
Claims 1-4 is described in any item to rob worksheet processing method for processing business.
10. a kind of computer readable storage medium, the computer-readable recording medium storage has computer program, and feature exists
In when the computer program is executed by processor, realization is robbed at worksheet processing business as Claims 1-4 is described in any item
Reason method.
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| CN113822559A (en) * | 2021-09-14 | 2021-12-21 | 北京天健智慧科技有限公司 | Processing method for locking order of Internet nursing platform |
| CN113822559B (en) * | 2021-09-14 | 2024-04-09 | 北京天健智慧科技有限公司 | Processing method for locking order of Internet nursing platform |
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