CN111105137A - Work order distribution method, device, medium and electronic equipment - Google Patents
Work order distribution method, device, medium and electronic equipment Download PDFInfo
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Abstract
The embodiment of the invention provides a work order dispatching method, a work order dispatching device, a medium and electronic equipment, wherein the work order dispatching method comprises the following steps: determining a set of all on-duty handlers in the area to which the work order belongs according to the information of the area to which the work order belongs in the work order, and judging whether the handlers at all levels are contained in the set according to the information of the handlers at all levels in the work order; in response to determining that the handlers at each level are included in the set, looking up a current handler for the work order; responding to the current handler of the work order, distributing the work order to the current handler, and storing the information of the current handler of the work order in a cache; periodically acquiring the information of the processor from the cache, sending a prompt to the corresponding processor according to the acquired information of the processor, and clearing the information of the processor in the cache. The work order dispatching method and the work order dispatching device provided by the invention can be independent of a customer service system, and a processor can acquire the work orders to be processed in time, so that the processing efficiency of the work orders is improved.
Description
Technical Field
The invention relates to the technical field of data processing, in particular to a work order distributing method, a work order distributing device, a work order distributing medium and electronic equipment.
Background
The manual seat of the insurance company customer service system can accept the consultation and complaint of the related business such as car insurance, financial insurance, life insurance, pension and the like and make corresponding work orders, and the work orders are sent to a work order processor for processing. In the process of dispatching the work order, firstly, the type of the work order is identified through the type field and the tranCode field in the work order, the work order is analyzed and warehoused based on the type of the work order, and then the functions of processing, circulation, query and the like of the work order are realized by matching with a configuration table.
At present, the work order distribution process is carried out in a customer service system, and the service of the customer service system can influence the work order distribution. In the process of dispatching the work order, a handler with certain processing authority can check the corresponding work order to be processed, processed and being processed, which can cause interference to the processing of the work order and influence the safety of the work order. The processing person cannot timely know the work order to be processed, so the processing efficiency of the work order is low; in addition, when the work order is counted, only the data can be inquired from the database manually, and the labor cost is high.
It is to be noted that the information disclosed in the above background section is only for enhancement of understanding of the background of the present invention and therefore may include information that does not constitute prior art known to a person of ordinary skill in the art.
Disclosure of Invention
To overcome the problems in the prior art, according to an embodiment of the present invention, a work order dispatching method is provided, including: determining a set of all on-duty handlers in the area to which the work order belongs according to the information of the area to which the work order belongs in the work order, and judging whether the handlers at all levels of the work order are contained in the set according to the information of the handlers at all levels in the work order for processing the work order; searching for a current handler of the work order in response to determining that each level of handlers of the work order is included in the set; responding to the current handler of the work order, distributing the work order to the current handler, and storing the information of the current handler of the work order in a cache; periodically acquiring the information of the processor from the cache, sending a prompt to the corresponding processor according to the acquired information of the processor, and clearing the information of the processor in the cache.
In the above method, the searching for the current handler of the work order includes: searching the next-stage processor which processes the processor of the work order recently from the information of the processors at all stages; in response to finding the next-stage handler, taking the found next-stage handler as the current handler of the work order; if the processor which processes the work order recently does not exist, the first-stage processor is searched from the information of the processors at all stages to be used as the current processor of the work order. In one embodiment, finding the current handler of the work order comprises: determining whether a handler who has recently processed the work order has increased a handler; if the number of the processing persons is increased, taking the increased processing persons as the current processing persons of the work order; if no additional processing person is added, determining whether the processing person who has recently processed the work order is the added processing person; if the number of the added processing persons is the number of the processing persons who have recently processed the work order, the processing persons who have added the processing persons who have recently processed the work order are used as the current processing persons of the work order; and if the number of the added processing persons is not the number of the added processing persons, searching a next-stage processing person of the processing persons which process the work order recently from the information of the processing persons at all stages, and taking the searched next-stage processing person as the current processing person of the work order in response to the searched next-stage processing person. If the processor which processes the work order recently does not exist, the first-stage processor is searched from the information of the processors at all stages to be used as the current processor of the work order.
In the above method, the work order may further include customer information. The method may further comprise: determining a customer level according to the customer information; according to the information of the area to which the work order belongs and the client level, selecting one of all supervisors corresponding to the client level in the area to which the work order belongs as the supervisor of the work order; when the information of the current handler of the work order is stored in a cache, the information of the supervisor of the work order is stored in the cache; and periodically acquiring the information of the governor person from the cache, sending a prompt to the corresponding governor person according to the acquired information of the governor person, and clearing the information of the governor person in the cache.
In the above method, assigning the work order to the current handler includes: forbidding a processor who processes the work order recently to process the work order; and providing a processing interface for the work order to a current handler of the work order. The method may further comprise: recording the information of the work order; and responding to the received request of a requester for the work order, determining the authority of the requester, selecting from the information of the work order according to the authority of the requester, and returning the information to the requester.
The above method may further comprise: in response to determining that the handlers for each level of the work order are not included in the set, a message is fed back to the customer service system that the handlers are assigned errors.
According to an embodiment of the present invention, there is also provided a work order distribution apparatus including: the work order information pre-judging module is used for determining a set of all on-duty handlers in the area to which the work order belongs according to the information of the area to which the work order belongs in the work order, and judging whether the handlers at all levels of the work order are contained in the set or not according to the information of the handlers at all levels in the work order for processing the work order; a processor determining module, configured to search for a current processor of the work order in response to determining that each level of processors of the work order is included in the set; the work order processing module is used for responding to the found current handler of the work order, distributing the work order to the current handler and storing the information of the current handler of the work order in a cache; and the reminding module is used for periodically acquiring the information of the processor from the cache, sending a reminder to the corresponding processor according to the acquired information of the processor, and clearing the information of the processor in the cache.
There is also provided, in accordance with an embodiment of the present invention, a computer readable medium having stored thereon a computer program which, when executed by a processor, implements the work order dispatch method as described in the above embodiments.
There is also provided, in accordance with an embodiment of the present invention, electronic apparatus including: one or more processors; storage means for storing one or more computer programs that, when executed by the one or more processors, cause the electronic device to implement the work order dispatch method as described in the above embodiments.
The technical scheme provided by the embodiment of the invention has the following beneficial effects:
the work order dispatching method and the work order dispatching device provided by the invention can be independent of a customer service system, and can timely send the reminding to the processing person and the supervising person after the work order is distributed to the processing person, so that the processing person and the supervising person can quickly acquire the work order to be processed, and the processing efficiency of the work order is improved. In the work order dispatching process, only the current handler can handle the work order, and only the supervisor and the handler in the area to which the work order belongs can inquire the work order, so that the interference to the work order when the work order is processed is reduced, and the safety of the work order is improved. In addition, after the work order is distributed, a function of exporting the Excel list of the work order is provided for statistical personnel, and the cost of manually inquiring the database is reduced.
It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the invention, as claimed.
Drawings
The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the invention and together with the description, serve to explain the principles of the invention. It is obvious that the drawings in the following description are only some embodiments of the invention, and that for a person skilled in the art, other drawings can be derived from them without inventive effort. In the drawings:
FIG. 1 schematically illustrates a flow diagram of a method of work order dispatch in accordance with one embodiment of the present invention;
FIG. 2 schematically illustrates a flow diagram of a method of work order dispatch in accordance with another embodiment of the invention;
FIG. 3 schematically illustrates a block diagram of a work order dispatch device, in accordance with one embodiment of the present invention;
FIG. 4 schematically illustrates a block diagram of a work order system in accordance with one embodiment of the present invention;
FIG. 5 schematically illustrates a block diagram of a computer system suitable for use with an electronic device to implement an embodiment of the invention.
Detailed Description
Example embodiments will now be described more fully with reference to the accompanying drawings. Example embodiments may, however, be embodied in many different forms and should not be construed as limited to the examples set forth herein; rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the concept of example embodiments to those skilled in the art.
Furthermore, the described features, structures, or characteristics may be combined in any suitable manner in one or more embodiments. In the following description, numerous specific details are provided to provide a thorough understanding of embodiments of the invention. One skilled in the relevant art will recognize, however, that the invention may be practiced without one or more of the specific details, or with other methods, components, devices, steps, and so forth. In other instances, well-known methods, devices, implementations or operations have not been shown or described in detail to avoid obscuring aspects of the invention.
The block diagrams shown in the figures are functional entities only and do not necessarily correspond to physically separate entities. I.e. these functional entities may be implemented in the form of software, or in one or more hardware modules or integrated circuits, or in different networks and/or processor means and/or microcontroller means.
The flow charts shown in the drawings are merely illustrative and do not necessarily include all of the contents and operations/steps, nor do they necessarily have to be performed in the order described. For example, some operations/steps may be decomposed, and some operations/steps may be combined or partially combined, so that the actual execution sequence may be changed according to the actual situation.
According to an embodiment of the invention, a work order dispatching method is provided, and an execution subject of the work order dispatching method is an electronic device with a computing function, such as a terminal device or a server. FIG. 1 schematically illustrates a flow chart of a work order dispatch method including steps S11-S15, the steps of which are described below with reference to FIG. 1, in accordance with an embodiment of the present invention.
And S11, receiving the work order from the customer service system.
At the customer service system side (e.g., the 95522 system side), the customer service may make a work order based on customer consultation, complaints, etc. and assign various levels of handlers to the work order. Wherein, the work order can include: the work order includes a work order identifier (i.e., a work order number), information on the provinces to which the work order belongs, information on each level of handler assigned by the customer service (e.g., identifiers of each level of handler assigned by the customer service for the work order, generally speaking, one work order may have three levels of handlers), a type field indicating the type of the work order, a tranCode field, and the like. After the work order is manufactured, the customer service system pushes the manufactured work order to a RabbitMQ queue q.
After the customer service system pushes the prepared work order to the RabbitMQ queue, the prepared work order can be obtained from the RabbitMQ queue, and the work order is analyzed and stored according to the type and the tranCode field in the obtained work order. According to an embodiment of the present invention, an analytic class corresponding to a key (type) may be established in advance, as shown in table 1; after the work order is obtained from the RabbitMQ queue, the type and the tranCode field of the work order are extracted, the analysis class corresponding to the extracted type and the tranCode field is searched, and the searched analysis class is utilized to analyze and store the work order. Wherein, different types of work orders can be put into corresponding main tables.
TABLE 1
And S12, determining a set of all working handlers of the provinces to which the work order belongs according to the information of the provinces to which the work order belongs in the work order, and judging whether all levels of handlers of the work order are included in the set according to the information of all levels of handlers in the work order.
According to an embodiment of the present invention, step S12 includes: firstly, the province of the work order is determined according to the information of the province of the work order in the work order, and the set of all the on-duty handlers of the province of the work order is searched. Then, judging whether the handlers at all levels of the work order are contained in the searched set or not according to the information of the handlers at all levels in the work order; if the information is not contained in the searched set, feeding back a message of wrong allocation of the processor to the customer service system, so that the customer service system reallocates the processor and makes the work order, and ending the work order distribution process; if the set is included in the found set, step S13 is executed.
And S13, in response to the fact that all levels of handlers of the work order are contained in the set, searching for the current handlers of the work order.
According to one embodiment of the invention, finding the current handler of the work order comprises: determining whether the work order has been processed, i.e. finding the handler who has recently processed the work order, is divided into the following two cases:
if the work order is not processed (i.e., the handler that has recently processed the work order is not found, in other words, the handler that has recently processed the work order is not found), the first-stage handler of the work order is found from the information of the handlers at each stage of the work order as the current handler of the work order.
If the work order has been processed (i.e., the handler that has most recently processed the work order is located), it is further determined whether the handler that has most recently processed the work order has added a signer (the signer is also the handler for the work order and is used to perform a signing process on the work order, but the signer is not one of the handlers at each level assigned by the customer service and is therefore not included in the information of the handlers at each level of the work order). If the number of the stackers recently processing the work order is increased, the increased stackers are used as the current number of the stackers of the work order; if the number of the process persons who have recently processed the work order is not increased by the number of the process persons who have recently processed the work order, and the process persons who have recently processed the work order themselves are the number of the process persons (i.e., the number of the process persons who have recently processed the work order is not included in the information of the process persons at each stage of the work order), the process persons who have increased the number of the process persons who have recently processed the work order (i.e., the process persons who have processed the work order before the process person who has recently processed the work order) are treated as the process persons for the work order; if the number of the processing persons who have recently processed the work order is not increased, and the processing person who has recently processed the work order is not the number of the processing persons who have recently processed the work order (that is, the processing person who has recently processed the work order can be found from the information of the processing persons at each level of the work order), the next-stage processing person who has recently processed the work order is found from the information of the processing persons at each level of the work order, and the found next-stage processing person is used as the current processing person of the work order in response to the found next-stage processing person. If the post-stage processor is not found, the dispatch of the work order is finished, the work order dispatch process is finished, and the processing result is fed back to the customer service system.
And S14, responding to the searched current handler of the work order, distributing the work order to the current handler, and storing the information of the current handler of the work order in a cache.
After the work order is allocated to the current handler, a processing button of the work order is displayed at a processing terminal (e.g., a PC terminal or a mobile communication terminal) of the current handler, and the handler may open a processing interface by clicking the processing button, thereby processing the work order. In addition, if the current handler is not a primary handler, i.e., the work order was processed before the current handler, the previous handler is also prohibited from processing the work order. For example, the process button for the work order is no longer displayed at the process terminal of the handler who has recently processed the work order.
According to an embodiment of the present invention, an implementation class corresponding to a type field in a work order may be established in advance to implement allocation of the work order, as shown in table 2. And after the current handler of the work order is determined, searching a corresponding implementation class according to the type field of the work order, and realizing the distribution of the work order according to the searched implementation class.
TABLE 2
| type | Implementation class |
| Appointment for insuringVehicle insurance | LifeCarOrderAction |
| Document sending | DocIssuanceAction |
| Insuring appointment life insurance | LifeCarOrderAction |
| Claims settlement work order | PrincipleCompensateAction |
| Telephone service | PhoneServeAction |
| Security work sheet | NotElectronProjectAction |
| Marketing campaign | MarketingActivityAction |
| Problem of system | SystemProblemAction |
| Extended period | DocRenewalAction |
| Check and protection | DocCheckPreserveAction |
| VIP value-added service | DocVipIncremenAction |
| Health service | DocHealthyServiceAction |
| Premium value added service | DocAdvancedIncremenAction |
And S15, acquiring the information of the processor from the cache, sending a prompt to the corresponding processor according to the acquired information of the processor, and clearing the information of the processor in the cache.
According to one embodiment of the invention, the cache may be scanned every five minutes. As described above, the cache stores therein information of the handler. And after the information of the processor is scanned, searching a reminding mode corresponding to the processor, and sending a reminder to the processor through a corresponding interface. For example, after the information of the handler a is scanned, a reminding mode of the handler a stored in advance is acquired, that is, a short message and a taikang homestead APP are used for reminding, and then a reminding is sent through a short message interface and an interface corresponding to the taikang homestead APP, so as to inform the handler to process the work order. In addition, the reminding mode can also comprise voice telephone and the like. Similar to assigning work orders, reminders for work orders of different type fields may be implemented with reference to the implementation classes in Table 2.
In the embodiment, the processor can receive the prompt in real time so as to process the work order in time, so that the processing efficiency of the work order is improved. When the current processing person processes the work order, other processing persons are forbidden to process the work order, so that the interference is avoided, and the safety of the work order is improved.
On the basis of the above embodiment, a supervisor can be further allocated to the work order, and the supervisor is reminded while the handler is reminded, so that the supervisor supervises and guides the handler, and the handler is prompted to complete the processing of the work order. In addition, the method can also provide a function of inquiring the work order information in the process of dispatching the work order, and provide a function of exporting the Excel list of the work order after the work order is dispatched, so as to reduce the cost of manually inquiring the database.
In view of the above, according to an embodiment of the present invention, a work order dispatching method is further provided, where an execution subject of the work order dispatching method is an electronic device with a computing function, such as a terminal device or a server. Fig. 2 schematically shows a flowchart of a work order dispatching method according to the embodiment, and the steps of the work order dispatching method will be described below with reference to fig. 2.
And S21, receiving the work order from the customer service system.
Wherein, the work order can include: a work order identification, corresponding customer information (e.g., the customer's name, telephone number, identification number, etc.), information on the province to which the work order belongs, information on the handler at each level of customer service allocation, a type field and a tranCode field for indicating the type of work order, and so on.
And S22, judging whether the handlers at each level of the work order are contained in the set of all the workers in the province to which the work order belongs, if so, executing the step S23, and if not, ending the work order dispatching process.
According to one embodiment of the present invention, step S22 includes the following sub-steps:
and S221, determining the province of the work order according to the information of the province of the work order in the work order. Searching a set of all working handlers of the provinces to which the work order belongs; the identifiers of all the working handlers corresponding to each province are stored in a database in advance, and the set of all the working handlers of the province to which the work order belongs can be found by inquiring the database.
S222, judging whether each level of processing persons of the work order are contained in the searched set or not according to the information of each level of processing persons in the work order; if the information is not contained in the searched set (in other words, the processing person allocated by the client can not be found to process the work order), feeding back a message of allocating errors of the processing person to the customer service system, so that the customer service system reallocates the processing person and makes the work order, and ending the work order distribution process; if the set is included in the found set, step S23 is executed.
And S23, determining a supervisor of the work order and recording related information of the work order.
The supervisor is used for supervising and guiding the work orders and the workers handling the work orders, is divided into a high-level supervisor and a common-level supervisor, and is respectively used for supervising and guiding the work orders of high-level customers, the workers handling the work orders and the workers handling the common customers.
According to one embodiment of the present invention, step S23 includes the following sub-steps:
and S231, determining the customer level according to the customer information in the work order. Specifically, the identification number of the customer is extracted from the customer information of the work order, the stored historical order condition of the customer is searched according to the identification number of the customer, and the grade of the customer is determined according to the historical order condition of the customer. For example, a client who makes continuous insurance applications may be determined as a high-level client, while a client who makes no or only one insurance application may be determined as a normal client. Those skilled in the art will appreciate that the level of customers may be divided according to other criteria.
And S232, selecting one of all supervisors corresponding to the client level of the province to which the work order belongs as a supervisor of the work order according to the information of the province to which the work order belongs and the client level in the work order. Wherein, if the client is a common client, selecting (for example, randomly selecting) a general visitor supervisor as a supervisor of the work order from supervisors of provinces to which the work order belongs; if the client is a high-level client, selecting a high-visitor supervisor as the supervisor of the work order from supervisors of provinces to which the work order belongs.
And S233, storing the relevant information of the work order to provide the query function of the work order.
For example, the relevant information of the work order includes: a work order identifier, corresponding customer information (name, contact phone, customer level, etc.), a work order generation start time, a work order generation end time, province information of the work order, information of handlers at each level of the work order, information of a supervisor, a work order status (e.g., the work order is not processed), and the like.
After the relevant information of the work order is stored, a handler and a supervisor of the province to which the work order belongs are allowed to inquire the work order in real time, and the method comprises the following steps:
firstly, receiving a query request of a query requester (including a supervisor and a handler) for a work order; for example, the query requester may perform a query according to one or more of the work order identification, the customer information, the province information of the work order, and the like. Then, determining the province of the inquiry requester according to the information of the inquiry requester (for example, according to the IP address of the PC terminal of the inquiry requester or the geographical location information of the mobile communication terminal, or according to the work number of the inquiry requester); if the province of the inquiry requester is the same as the province of the work order, further determining the authority of the inquiry requester, and returning information meeting the authority of the inquiry requester in the related information of the work order to the requester; if the province of the inquiry requester is different from the province of the work order, no information is returned. Therefore, only the supervisor and the handler of the province to which the work order belongs can inquire the work order, so that the interference to the work order is further reduced, and the safety of the work order is improved. According to one embodiment of the invention, the corresponding authorities of the processing person and the supervising person can be preset, so that when receiving the inquiry request of the inquiry requesting person for the work order, the authorities can be obtained according to the information of the inquiry requesting person. Wherein, the maintenance of the personnel authority can be realized by the implementation classes shown in the table 3. In addition, similar to assigning work orders and reminders, queries for work orders of different type fields may be implemented with reference to the implementation classes in Table 2.
TABLE 3
| Function(s) | Implementation class |
| Insurance reservation processor maintenance | DocInsureReserveCarConfigInfoAction |
| Document routing handler maintenance | DocConfigInfoAction |
And S24, searching the current handler of the work order, executing the step S25 if the current handler of the work order is searched, and ending the work order dispatching process if the current handler of the work order cannot be searched.
The current handler of the work order may be found with reference to step S12 described above. If the current handler of the work order cannot be found, the work order is distributed, the work order distribution process is finished, and the processing result is fed back to the customer service system. According to one embodiment of the invention, the relevant information of the work order can be updated at the end of the work order dispatching process.
After the work order distribution process is finished, the statistical personnel is allowed to derive an Excel list of the work order, and the Excel list comprises the following steps:
first, a request for export of a work order from a staff member is received. And then, determining the authority of the statistical personnel, filling information which accords with the authority of the statistical personnel in the related information of the work order into a preset Excel template, and returning the information to the statistical personnel, thereby reducing the cost brought by manually inquiring a database. According to one embodiment of the invention, export of Excel lists for work orders may be implemented using the implementation classes shown in table 4.
TABLE 4
| Function(s) | Implementation class |
| Inventory function | DocIssuanceReportAction |
And S25, distributing the work order to the current handler, storing the information of the supervisor and the current handler of the work order in a cache, and updating the related information of the work order.
Wherein, the relevant information of the updated work order comprises: update the work order status (e.g., update the work order as unprocessed to be processed by the current handler), store information of the current handler of the work order, and store a start time for the current handler to process the work order, etc.
And S26, acquiring the information of the governor person and the processor from the cache, sending a prompt to the governor person and the processor according to the acquired information of the governor person and the processor, and clearing the information of the governor person and the processor in the cache.
As described above, the cache may be scanned every five minutes. Wherein, the reminding sent to the supervisor can comprise the work order and the information such as the current handler of the work order, and the supervisor can inquire the relevant information of the work order to know the state of the work order after receiving the reminding, and can send the supervision message to the current handler of the work order. And meanwhile, the supervision person and the processor are sent with a prompt to realize message synchronization between the supervision person and the processor of the work order, so that the supervision person can accurately supervise and guide the processor, and the processing efficiency of the work order is improved.
And S27, after the current processor of the work order finishes processing, updating relevant information of the work order, and returning to the step S24.
After the current handler processing of the work order is completed, relevant information of the work order may be updated, including: update the work order status (e.g., update the work order being processed by the current handler to completion of the current handler processing), and store the end time of the current handler processing the work order, etc.
In the above embodiment, the work order includes information of the province to which the work order belongs, and only the handler or supervisor of the province to which the work order belongs is allowed to query the work order when the work order is queried. One skilled in the art will appreciate that the regions to which the work orders belong may also be distinguished in units of cities and districts. In the above embodiment, after the current handler is determined for the work order, a reminder is sent to the supervisor of the work order and the current handler; in a further embodiment, the time for sending the reminder to the supervisor and the handler can be recorded, and if the handler does not finish processing the work order within a preset time period, the reminder is sent to the supervisor and the handler again.
Although the above embodiments are described with respect to newly created work orders, it will be understood by those skilled in the art that the above embodiments of the work order dispatching method are also applicable to additional work orders, hastened work orders, and the like.
In the above embodiment, the supervisor is allocated to the work order and sends the reminder to the supervisor while sending the reminder to the handler, so that the supervisor can supervise and guide the handler to prompt the handler to complete the processing of the work order, and further the processing efficiency of the work order is improved. In addition, a real-time query function of the work order information is provided, wherein only a handler and a supervisor of the province to which the work order belongs are allowed to query the work order, so that the interference to the work order is further reduced, and the safety of the work order is improved. After the work order is distributed, the function of exporting the Excel list of the work order is provided for the statistical personnel, so that the cost of manually inquiring the database is reduced.
Embodiments of the apparatus of the present invention are described below with reference to the accompanying drawings.
There is also provided a work order dispatching apparatus according to an embodiment of the present invention, and fig. 3 schematically shows a block diagram of the work order dispatching apparatus 300 according to an embodiment of the present invention. Referring to fig. 3, the work order distribution apparatus 300 includes: the system comprises a work order information prejudging module 301, a processor determining module 302, a work order processing module 303 and a reminding module 304.
The work order information pre-judging module 301 is configured to determine a set of all on-duty handlers in an area to which a work order belongs according to information of the area to which the work order belongs in the work order, and judge whether each level of handler of the work order is included in the set according to information of each level of handler of the work order; the handler determination module 302 is to find a current handler for the work order in response to determining that the handlers for each level of the work order are included in the set. The work order processing module 303 is configured to, in response to finding the current handler of the work order, allocate the work order to the current handler, and store information of the current handler of the work order in a cache; wherein assigning the work order to the current handler comprises: forbidding the processing person who processes the work order recently to process the work order; and providing a processing interface for the work order to a current handler of the work order. The reminding module 304 is used for periodically acquiring the information of the handler from the cache, sending a reminder to the corresponding handler according to the acquired information of the handler, and clearing the information of the handler in the cache. As described above, the work order may include information on the area to which the work order belongs, information on the handlers at each level of the work order, and customer information.
According to an embodiment of the present invention, the handler determining module 302 is configured to search, from the information of the handlers at each level, a handler next to the handler that has most recently processed the work order; and in response to the searched post-stage handler, taking the searched post-stage handler as the current handler of the work order. If the processor which processes the work order recently does not exist, the first-stage processor is searched from the information of the processors at all stages to be used as the current processor of the work order. According to another embodiment of the invention, the handler determination module 302 is to determine whether the handler who has recently processed the work order has added a handler (e.g., a tagger); if the number of the processing persons is increased, taking the increased processing persons as the current processing persons of the work order; if no processor is added, determining whether the processor who has recently processed the work order is the added processor; if the number of the added processing persons is the same as the number of the processing persons added with the most recent processing work order, the processing persons added with the most recent processing work order are taken as the current processing persons of the work order; if the number of the added processing persons is not the same as the number of the added processing persons, searching the next-stage processing person of the processing person which processes the work order recently from the information of the processing persons at all stages, and taking the searched next-stage processing person as the current processing person of the work order in response to the searched next-stage processing person.
The handler determining module 302 is further configured to determine a customer level based on the customer information; and selecting one supervisor as the supervisor of the work order from all supervisors corresponding to the client level in the area to which the work order belongs according to the information of the area to which the work order belongs and the client level. The work order processing module 303 is further configured to store the information of the supervisor of the work order in a cache. The reminding module 304 is further configured to periodically obtain the governor person information from the cache, send a reminder to the corresponding governor person according to the obtained governor person information, and clear the governor person information from the cache.
According to one embodiment of the invention, the work order information anticipation module 301 is further configured to feed back to the customer service system a message that the handler has been assigned an error in response to determining that the handlers at each level of the work order are not included in the collection.
There is also provided a work order system in accordance with an embodiment of the present invention, and FIG. 4 schematically illustrates a block diagram of a work order dispatch system 400 in accordance with an embodiment of the present invention. Referring to FIG. 4, a work order system 400 includes: a work order dispatch device 401, a message recording device 402, an inquiry device 403 and a list export device 404.
The work order dispatching device 401 may be the work order dispatching device 300 as described in the above embodiments. The message recording device 402 is used for recording the relevant information of the work order. The query device 403 is configured to determine, in response to receiving a query request from a query requester for a work order, an area to which the query requester belongs; and if the region to which the inquiry requester belongs is the same as the region to which the work order belongs, further determining the authority of the inquiry requester, selecting from the related information of the work order according to the authority of the inquiry requester and returning the information to the inquiry requester. The list export device 404 is used for responding to the export request of the statistical staff to the work order, determining the authority of the statistical staff, selecting from the relevant information of the work order according to the authority of the statistical staff, and filling the Excel template and returning the Excel template to the statistical staff.
Since each functional module of the work order dispatching device and the work order system in the exemplary embodiment of the present invention corresponds to the steps of the exemplary embodiment of the work order dispatching method, for details that are not disclosed in the embodiments of the device and the system of the present invention, refer to the embodiments of the work order dispatching method in the present invention.
Referring now to FIG. 5, shown is a block diagram of a computer system 500 suitable for use in implementing an electronic device of an embodiment of the present invention. The computer system 500 of the electronic device shown in fig. 5 is only an example, and should not bring any limitation to the function and the scope of the use of the embodiments of the present invention.
As shown in fig. 5, the computer system 500 includes a Central Processing Unit (CPU)501 that can perform various appropriate actions and processes according to a program stored in a Read Only Memory (ROM)502 or a program loaded from a storage section 508 into a Random Access Memory (RAM) 503. In the RAM 503, various programs and data necessary for system operation are also stored. The CPU501, ROM 502, and RAM 503 are connected to each other via a bus 504. An input/output (I/O) interface 505 is also connected to bus 504.
The following components are connected to the I/O interface 505: an input portion 506 including a keyboard, a mouse, and the like; an output portion 507 including a display such as a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, and a speaker; a storage portion 508 including a hard disk and the like; and a communication section 509 including a network interface card such as a LAN card, a modem, or the like. The communication section 509 performs communication processing via a network such as the internet. The driver 510 is also connected to the I/O interface 505 as necessary. A removable medium 511 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 510 as necessary, so that a computer program read out therefrom is mounted into the storage section 508 as necessary.
In particular, according to an embodiment of the present invention, the processes described above with reference to the flowcharts may be implemented as computer software programs. For example, embodiments of the invention include a computer program product comprising a computer program embodied on a computer-readable medium, the computer program comprising program code for performing the method illustrated in the flow chart. In such an embodiment, the computer program may be downloaded and installed from a network through the communication section 509, and/or installed from the removable medium 511. The above-described functions defined in the system of the present application are executed when the computer program is executed by the Central Processing Unit (CPU) 501.
It should be noted that the computer readable medium shown in the present invention can be a computer readable signal medium or a computer readable storage medium or any combination of the two. A computer readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples of the computer readable storage medium may include, but are not limited to: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the present invention, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. In the present invention, however, a computer readable signal medium may include a propagated data signal with computer readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A computer readable signal medium may also be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to: wireless, wire, fiber optic cable, RF, etc., or any suitable combination of the foregoing.
The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present invention. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams or flowchart illustration, and combinations of blocks in the block diagrams or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
The units described in the embodiments of the present invention may be implemented by software, or may be implemented by hardware, and the described units may also be disposed in a processor. Wherein the names of the elements do not in some way constitute a limitation on the elements themselves.
As another aspect, the present application also provides a computer-readable medium, which may be contained in the electronic device described in the above embodiments; or may exist separately without being assembled into the electronic device. The computer readable medium carries one or more programs which, when executed by the electronic device, cause the electronic device to implement the work order dispatching method as described in the above embodiments.
For example, the electronic device may implement the following as shown in fig. 1: s11, receiving a work order from a customer service system; s12, determining a set of all working handlers of the provinces to which the work order belongs according to the information of the provinces to which the work order belongs in the work order, and judging whether all levels of handlers of the work order are included in the set according to the information of all levels of handlers in the work order; s13, in response to the fact that all levels of handlers of the work order are contained in the set, searching for the current handlers of the work order; s14, responding to the found current handler of the work order, distributing the work order to the current handler, and storing the information of the current handler of the work order in a cache; and S15, acquiring the information of the processor from the cache, sending a prompt to the corresponding processor according to the acquired information of the processor, and clearing the information of the processor in the cache.
As another example, the electronic device may implement the steps shown in FIG. 2.
It should be noted that although in the above detailed description several modules or units of the device for action execution are mentioned, such a division is not mandatory. Indeed, the features and functionality of two or more modules or units described above may be embodied in one module or unit, according to embodiments of the invention. Conversely, the features and functions of one module or unit described above may be further divided into embodiments by a plurality of modules or units.
Through the above description of the embodiments, those skilled in the art will readily understand that the exemplary embodiments described herein may be implemented by software, or by software in combination with necessary hardware. Therefore, the technical solution according to the embodiment of the present invention can be embodied in the form of a software product, which can be stored in a non-volatile storage medium (which can be a CD-ROM, a usb disk, a removable hard disk, etc.) or on a network, and includes several instructions to enable a computing device (which can be a personal computer, a server, a touch terminal, or a network device, etc.) to execute the method according to the embodiment of the present invention.
Other embodiments of the invention will be apparent to those skilled in the art from consideration of the specification and practice of the invention disclosed herein. This application is intended to cover any variations, uses, or adaptations of the invention following, in general, the principles of the invention and including such departures from the present disclosure as come within known or customary practice within the art to which the invention pertains. It is intended that the specification and examples be considered as exemplary only, with a true scope and spirit of the invention being indicated by the following claims.
It will be understood that the invention is not limited to the precise arrangements described above and shown in the drawings and that various modifications and changes may be made without departing from the scope thereof. The scope of the invention is limited only by the appended claims.
Claims (10)
1. A work order dispatching method is characterized by comprising the following steps:
determining a set of all on-duty handlers in the area to which the work order belongs according to the information of the area to which the work order belongs in the work order, and judging whether the handlers at all levels of the work order are contained in the set according to the information of the handlers at all levels in the work order for processing the work order;
in response to determining that each level of handlers of the work order are included in the set, finding a current handler of the work order;
responding to the current handler of the work order, distributing the work order to the current handler, and storing the information of the current handler of the work order in a cache;
periodically acquiring the information of the processor from the cache, sending a prompt to the corresponding processor according to the acquired information of the processor, and clearing the information of the processor in the cache.
2. The method of claim 1, wherein finding the current handler of the work order comprises:
searching the next-stage processor which processes the processor of the work order recently from the information of the processors at all stages;
in response to finding the next-stage handler, taking the found next-stage handler as the current handler of the work order;
if the processor which processes the work order recently does not exist, the first-stage processor is searched from the information of the processors at all stages to be used as the current processor of the work order.
3. The method of claim 1, wherein finding the current handler of the work order comprises:
determining whether a handler who has recently processed the work order has increased a handler;
if the number of the processing persons is increased, taking the increased processing persons as the current processing persons of the work order;
if no additional processing person is added, determining whether the processing person who has recently processed the work order is the added processing person; if the number of the added processing persons is the number of the processing persons who have recently processed the work order, the processing persons who have added the processing persons who have recently processed the work order are used as the current processing persons of the work order; if the number of the added processing persons is not the number of the added processing persons, searching a next-stage processing person of the processing persons which process the work order recently from the information of the processing persons at all stages, and taking the searched next-stage processing person as the current processing person of the work order in response to the searched next-stage processing person;
if the processor which processes the work order recently does not exist, the first-stage processor is searched from the information of the processors at all stages to be used as the current processor of the work order.
4. The method of claims 1-3, wherein the work order further includes customer information, and wherein the method further comprises:
determining a customer level according to the customer information;
according to the information of the area to which the work order belongs and the client level, selecting one of all supervisors corresponding to the client level in the area to which the work order belongs as the supervisor of the work order;
when the information of the current handler of the work order is stored in a cache, the information of the supervisor of the work order is stored in the cache; and
periodically obtaining the information of the governor person from the cache, sending a prompt to the corresponding governor person according to the obtained information of the governor person, and clearing the information of the governor person in the cache.
5. The method of any of claims 1-3, wherein assigning the work order to a current handler comprises:
forbidding a processor who processes the work order recently to process the work order; and
providing a processing interface for the work order to a current handler of the work order.
6. The method according to any one of claims 1-3, further comprising:
recording the information of the work order;
and responding to the received request of a requester for the work order, determining the authority of the requester, selecting from the information of the work order according to the authority of the requester, and returning the information to the requester.
7. The method according to any one of claims 1-3, further comprising:
in response to determining that the handlers for each level of the work order are not included in the collection, a message is fed back to the customer service system that the handlers are assigned an error.
8. A work order distribution device, comprising:
the work order information pre-judging module is used for determining a set of all on-duty handlers in the area to which the work order belongs according to the information of the area to which the work order belongs in the work order, and judging whether the handlers at all levels of the work order are contained in the set or not according to the information of the handlers at all levels in the work order for processing the work order;
a processor determining module, configured to search for a current processor of the work order in response to determining that each level of processors of the work order is included in the set;
the work order processing module is used for responding to the found current handler of the work order, distributing the work order to the current handler and storing the information of the current handler of the work order in a cache;
and the reminding module is used for periodically acquiring the information of the processor from the cache, sending a reminder to the corresponding processor according to the acquired information of the processor, and clearing the information of the processor in the cache.
9. A computer-readable medium, on which a computer program is stored which, when being executed by a processor, carries out the method according to any one of claims 1-7.
10. An electronic device, comprising:
one or more processors;
storage means for storing one or more computer programs that, when executed by the one or more processors, cause the electronic device to implement the method of any of claims 1-7.
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