CN113283814A

CN113283814A - Business processing efficiency determination method and device, electronic equipment and readable storage medium

Info

Publication number: CN113283814A
Application number: CN202110770159.1A
Authority: CN
Inventors: 李炯; 胡凯乐; 邢培康; 何子南
Original assignee: Industrial and Commercial Bank of China Ltd ICBC
Current assignee: Industrial and Commercial Bank of China Ltd ICBC
Priority date: 2021-07-07
Filing date: 2021-07-07
Publication date: 2021-08-20

Abstract

The present disclosure provides a method for determining service processing efficiency, including: determining the service type of the processing service; determining a traffic processing time threshold based on the traffic category; determining the service processing time of the target object for processing the service; and determining the processing efficiency of the service based on the service processing time and the service processing time threshold. The disclosure also provides a business processing efficiency determination device, an electronic device, a readable storage medium and a computer program product.

Description

Business processing efficiency determination method and device, electronic equipment and readable storage medium

Technical Field

The present disclosure relates to the financial field, the computer technology field, or the big data field, and more particularly, to a method and an apparatus for determining a business processing efficiency, an electronic device, a readable storage medium, and a computer program product.

Background

The business network refers to a business place for handling related business for customers. In the process of handling business for a client by a salesman in a business outlet, the problems of overlong business processing time and low business processing efficiency often occur, so that the overall business processing efficiency of the business outlet is reduced, the queuing waiting time of the client is prolonged, and the experience of the client in the business handling process is reduced. In order to solve the problem of low business processing efficiency, professional training is usually performed on business personnel in the related art, so as to improve the business processing efficiency of the business personnel.

In implementing the disclosed concept, the inventors found that there are at least the following problems in the related art: the business staff needs to handle more business every day, the variety is complicated, and the reasons of low efficiency of the business staff in handling the specific business cannot be accurately quantified.

Disclosure of Invention

In view of the above, the present disclosure provides a method, an apparatus, an electronic device, a readable storage medium, and a computer program product for determining a business processing efficiency.

One aspect of the present disclosure provides a method for determining service processing efficiency, including:

determining the service type of the processing service;

determining a service processing time threshold value based on the service type;

determining the service processing time of the target object for processing the service; and

and determining the processing efficiency of the service based on the service processing time and the service processing time threshold.

According to an embodiment of the present disclosure, the determining a service processing time threshold based on the service category includes:

acquiring historical service processing time of each of a plurality of objects aiming at the service of the service type based on the service type; and

the traffic processing time threshold is determined based on the historical traffic processing time for the traffic of the traffic category for each of the plurality of objects.

acquiring historical service processing time of the target object aiming at a plurality of services of the service types based on the service types;

and determining the service processing time threshold value based on the historical service processing time of the target object for the plurality of services of the service types.

According to an embodiment of the present disclosure, the determining the processing efficiency of the service based on the service processing time and the service processing time threshold includes:

determining that the processing efficiency of the service is abnormal under the condition that the service processing time is greater than the service processing time threshold;

under the condition that the processing efficiency of the service is determined to be abnormal, identifying the identity identification information of a target user for processing the service;

determining attribute feature information of the target user based on the identity information of the target user, so as to determine the service processing state based on the attribute feature information of the target user; and

and determining that the processing efficiency of the service is normal under the condition that the service processing time is less than or equal to the service processing time threshold.

According to the embodiment of the present disclosure, the method for determining the service processing efficiency further includes:

under the condition that the processing efficiency of the service is determined to be normal, identifying the starting time and the ending time for processing the service;

identifying image information of a target user for processing the service based on the starting time and the ending time;

determining the staying time of the target user based on the image information of the target user;

determining the processing state of the service based on the stay time of the target user;

determining that the service processing state is normal under the condition that the stay time of the target user is less than or equal to a preset stay threshold value;

and determining that the processing state of the service is abnormal under the condition that the staying time of the target user is greater than the preset staying threshold.

under the condition that the processing efficiency of the service is determined to be normal, determining the interval time between the handling of the next service and the service;

determining a processing state of the service based on the interval time;

determining that the processing state of the service is normal under the condition that the interval time is less than or equal to a preset interval time threshold;

and determining that the processing state of the service is abnormal under the condition that the interval time is greater than the preset interval time threshold.

According to an embodiment of the present disclosure, the determining the service type of the processing service includes:

acquiring service information of a service in the processing process;

and determining the service type of the service based on the service information.

acquiring service information of a service in a preset historical time period;

Another aspect of the present disclosure provides a service processing efficiency determining apparatus, including:

the first acquisition module is used for determining the service type of the processing service;

a first determining module, configured to determine a service processing time threshold based on the service type;

the second acquisition module is used for determining the service processing time of the target object for processing the service;

and the second determining module is used for determining the processing efficiency of the service based on the service processing time and the service processing time threshold.

Yet another aspect of the present disclosure provides an electronic device including:

one or more processors;

a memory for storing one or more programs,

wherein the one or more programs, when executed by the one or more processors, cause the one or more processors to implement the method described above.

Yet another aspect of the present disclosure provides a computer-readable storage medium storing computer-executable instructions for implementing the above-described method when executed.

Yet another aspect of the disclosure provides a computer program product comprising computer executable instructions that when executed perform the method described above.

According to the embodiment of the present disclosure, since a method for determining service processing efficiency is adopted, the method includes: determining the service type of the processing service; determining a traffic processing time threshold based on the traffic category; determining the service processing time of the target object processing service; and determining the processing efficiency of the service based on the service processing time and the service processing time threshold. Because different service types are processed by different processing time, the service processing level for processing different types of services can be effectively determined by determining the service processing time threshold based on the service types, the technical problem that the reason that the efficiency of a salesman for processing specific services is low cannot be accurately quantified is at least partially solved, and the technical effect of evaluating the service processing efficiency of the salesman is achieved.

Drawings

The above and other objects, features and advantages of the present disclosure will become more apparent from the following description of embodiments of the present disclosure with reference to the accompanying drawings, in which:

fig. 1 schematically shows an application scenario diagram of a service processing efficiency determination method and apparatus according to an embodiment of the present disclosure.

FIG. 2 schematically illustrates a flow chart of a traffic processing efficiency determination method according to an embodiment of the present disclosure;

FIG. 3 schematically illustrates a flow chart for determining processing efficiency of a service based on a service processing time and a service processing time threshold, in accordance with an embodiment of the disclosure;

FIG. 4 schematically illustrates a flow chart of a traffic processing efficiency determination method according to an embodiment of the present disclosure;

FIG. 5 schematically illustrates a flow chart of a traffic processing efficiency determination method according to an embodiment of the present disclosure;

fig. 6 schematically illustrates an application scenario diagram when a processing state of a service in a processing process is abnormal according to an embodiment of the present disclosure;

fig. 7 schematically illustrates an application scenario diagram when a processing state of a service in a processing process is abnormal according to an embodiment of the present disclosure;

fig. 8 schematically shows a block diagram of a structure of a traffic processing efficiency determination apparatus according to an embodiment of the present disclosure; and

fig. 9 schematically shows a block diagram of an electronic device adapted to implement the traffic processing efficiency determination method according to an embodiment of the present disclosure.

Detailed Description

Hereinafter, embodiments of the present disclosure will be described with reference to the accompanying drawings. It should be understood that the description is illustrative only and is not intended to limit the scope of the present disclosure. In the following detailed description, for purposes of explanation, numerous specific details are set forth in order to provide a thorough understanding of the embodiments of the disclosure. It may be evident, however, that one or more embodiments may be practiced without these specific details. Moreover, in the following description, descriptions of well-known structures and techniques are omitted so as to not unnecessarily obscure the concepts of the present disclosure.

The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the disclosure. The terms "comprises," "comprising," and the like, as used herein, specify the presence of stated features, steps, operations, and/or components, but do not preclude the presence or addition of one or more other features, steps, operations, or components.

All terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art unless otherwise defined. It is noted that the terms used herein should be interpreted as having a meaning that is consistent with the context of this specification and should not be interpreted in an idealized or overly formal sense.

Where a convention analogous to "at least one of A, B and C, etc." is used, in general such a construction is intended in the sense one having skill in the art would understand the convention (e.g., "a system having at least one of A, B and C" would include but not be limited to systems that have a alone, B alone, C alone, a and B together, a and C together, B and C together, and/or A, B, C together, etc.). Where a convention analogous to "A, B or at least one of C, etc." is used, in general such a construction is intended in the sense one having skill in the art would understand the convention (e.g., "a system having at least one of A, B or C" would include but not be limited to systems that have a alone, B alone, C alone, a and B together, a and C together, B and C together, and/or A, B, C together, etc.).

In the related technology, the problems of overlong service processing time and low service processing efficiency often occur in the process of handling the service for the client by a waiter, so that the overall service processing efficiency of a business outlet is reduced, the queuing waiting time of the client is increased, and the experience of the client in the service handling process is reduced. In order to solve the problem of low business processing efficiency, professional training is usually performed on business personnel in the related art, so as to improve the business processing efficiency of the business personnel. However, the inventors have found that at least the following problems exist in the related art: the business types needed to be handled by the business staff are more, and the efficiency is lower when the business staff cannot determine which business types are handled by the business staff. Meanwhile, whether the client is doubtful about a certain type of service and needs to consult with the service staff about the type of service is not considered in the related technology, so that the service processing time is longer when the client handles the type of service.

In order to at least partially solve the technical problems in the related art, the present disclosure provides a method for determining business processing efficiency, which may be applied to the financial field, the computer technology field, or the big data field, for example, the method for determining business processing efficiency in a bank business office promotes business processing efficiency of an operator, and may also be applied to any field except the financial field, the computer technology field, or the big data field.

In the technical scheme of the disclosure, the acquisition, storage, application and the like of the personal information of the related user all accord with the regulations of related laws and regulations, necessary security measures are taken, and the customs of the public order is not violated.

An embodiment of the present disclosure provides a method for determining service processing efficiency, including:

determining the service type of the processing service; determining a traffic processing time threshold based on the traffic category; determining the service processing time of the target object processing service; and determining the processing efficiency of the service based on the service processing time and the service processing time threshold.

Because different service types are processed by different processing time, the service processing level for processing different types of services can be effectively determined by determining the service processing time threshold based on the service types, the technical problem that the reason that the efficiency of a salesman for processing specific services is low cannot be accurately quantified is at least partially solved, and the technical effect of evaluating the service processing efficiency of the salesman is achieved.

Fig. 1 schematically shows an application scenario diagram of a service processing efficiency determination method and apparatus according to an embodiment of the present disclosure. It should be noted that fig. 1 is only an example of a system architecture to which the embodiments of the present disclosure may be applied to help those skilled in the art understand the technical content of the present disclosure, and does not mean that the embodiments of the present disclosure may not be applied to other devices, systems, environments or scenarios.

As shown in fig. 1, the system architecture 100 according to this embodiment may include

terminal devices

101, 102, 103, a network 104 and a server 105. The network 104 serves as a medium for providing communication links between the

terminal devices

101, 102, 103 and the server 105. Network 104 may include various connection types, such as wired and/or wireless communication links, and so forth.

The user may use the

terminal devices

101, 102, 103 to interact with the server 105 via the network 104 to receive or send messages or the like. The

terminal devices

101, 102, 103 may have installed thereon various communication client applications, such as a video data processing-type application, a web browser application, a search-type application, an instant messaging tool, a mailbox client, and/or social platform software, etc. (by way of example only).

The

terminal devices

101, 102, 103 may be various electronic devices having a display screen and supporting web browsing, including but not limited to smart phones, tablet computers, laptop portable computers, desktop computers, and the like.

The server 105 may be a server providing various services, such as a background management server (for example only) providing support for websites browsed by users using the

terminal devices

101, 102, 103. The background management server may analyze and process the received cooking video data such as the user request, and feed back a processing result (e.g., a webpage, information, or data obtained or generated according to the user request) to the terminal device.

It should be noted that the service processing efficiency determination method provided by the embodiment of the present disclosure may be generally executed by the server 105. Accordingly, the service processing efficiency determination apparatus provided by the embodiment of the present disclosure may be generally disposed in the server 105. The method for determining the service processing efficiency provided by the embodiment of the present disclosure may also be executed by a server or a server cluster that is different from the server 105 and is capable of communicating with the

terminal devices

101, 102, 103 and/or the server 105. Accordingly, the service processing efficiency determination apparatus provided by the embodiment of the present disclosure may also be disposed in a server or a server cluster different from the server 105 and capable of communicating with the

terminal devices

101, 102, 103 and/or the server 105. Alternatively, the method for determining the service processing efficiency provided by the embodiment of the present disclosure may also be executed by the

terminal device

101, 102, or 103, or may also be executed by another terminal device different from the

terminal device

101, 102, or 103. Accordingly, the service processing efficiency determining apparatus provided by the embodiment of the present disclosure may also be disposed in the

terminal device

101, 102, or 103, or in another terminal device different from the

terminal device

101, 102, or 103.

For example, the information related to the processed service may be originally stored in any one of the

terminal devices

101, 102, or 103 (for example, but not limited to, the terminal device 101), or may be stored on an external storage device and may be imported into the terminal device 101. Then, the terminal device 101 may send the processing efficiency data of the service to be determined to another server or server cluster, and execute the service processing efficiency determination method provided by the embodiment of the present disclosure by another server or server cluster that receives the processing efficiency data of the service to be determined.

It should be understood that the number of terminal devices, networks, and servers in fig. 1 is merely illustrative. There may be any number of terminal devices, networks, and servers, as desired for implementation.

Fig. 2 schematically shows a flowchart of a traffic processing efficiency determination method according to an embodiment of the present disclosure.

As shown in fig. 2, the method for determining the service processing efficiency according to this embodiment includes operations S201 to S204.

In operation S201, a service class of a processing service is determined.

According to the embodiment of the present disclosure, the service categories may include, for example, a deposit service, a withdrawal service, a bank card transaction service, a loan service, a financial product purchase service, and the like, but are not limited thereto, and may also include other service categories that a customer needs to transact in a business outlet.

According to an embodiment of the present disclosure, the business site may be a financial-related site, such as a bank, a financing company. But is not limited to this, and other service places such as shopping malls, hospitals, airports, etc. are also applicable.

In operation S202, a traffic processing time threshold is determined based on the traffic class.

According to the embodiment of the present disclosure, the service processing time threshold may be a preset time length, for example, 10 minutes, 20 minutes, and the like, and the service processing time threshold is different according to different service types and also different according to different service processing objects. In embodiments of the present disclosure, the traffic processing time threshold may be an average threshold of processing time in the art for processing traffic of equal traffic classes. The service processing time threshold can be utilized to judge

In operation S203, a service processing time of the target object processing service is determined.

According to the embodiment of the disclosure, the target object can be a salesman at a business outlet or a person handling business at other places.

According to the embodiment of the disclosure, the service processing time may be the service processing time of the historical service that has been processed and completed by the target object, or may be the service processing time of the service that is being processed by the target object.

According to the embodiment of the disclosure, the service processing time of the processed historical service can be obtained by querying the service processing time in the service processing information in the system.

In operation S204, a processing efficiency of the service is determined based on the service processing time and the service processing time threshold.

According to the embodiment of the disclosure, the service processing time of the target object can be compared with the service processing time threshold value by the same service category, and the service processing time threshold value of the service personnel of the same level in the field is used as the judgment standard for the service efficiency of processing the single target object, so that the comparison can be quantized, and is quick and convenient.

The method of fig. 2, for example, is further described below with reference to fig. 3-7 in conjunction with specific embodiments.

According to an embodiment of the present disclosure, a traffic class to process traffic may be determined by the following operations.

For example, acquiring service information of a service in the process of processing; based on the service information, a service type of the service is determined.

According to the embodiment of the disclosure, the business information of the business in the process of processing in the business system, such as the specific business content in the process, can be acquired. However, the service information is not limited to this, and may also be information such as the start time of service transaction, identification information of the transaction user, and the like. The service information about the service can be any service information that needs to be recorded in the service system.

According to the embodiment of the disclosure, based on the business information, the specific business content in the process can be known, and based on the specific business content, the attribution to the specific business category can be determined.

By using the method for determining the service processing efficiency provided by the embodiment of the disclosure, the service processing efficiency of the service in the processing process can be tracked and confirmed in real time, and the method has real-time performance and reliability.

According to the embodiment of the disclosure, the service information of the service in the process can be acquired by the service processing efficiency determination method in the embodiment of the disclosure, and the service type of the service in the process, such as loan service, can be determined by using the service information. And determining the service processing time threshold of the loan service through the average value of the service processing time of all the service personnel in the same business network for processing the loan service. And determining the service processing time of the salesman A for processing the loan service, comparing the service processing time with a service processing time threshold value, and determining the service processing efficiency of the salesman A for processing the loan service based on the comparison result. But not limited to this, the business processing efficiency determining method in the embodiment of the present disclosure may also determine a business processing efficiency set for processing the loan business by N business employees, and increase or decrease the number of business employees in a business network according to the business processing efficiency set, so as to meet the business handling requirements of customers.

According to an embodiment of the present disclosure, determining a service type of a processing service includes:

acquiring service information of a service in a preset historical time period; based on the service information, a service type of the service is determined.

According to an embodiment of the present disclosure, the preset historical period of time may be, for example, 3 days ago, 1 month ago, or 1 natural year ago.

According to the embodiment of the disclosure, the service type of each of a plurality of services of the salesman a in the historical time period can be determined by acquiring the service information of the service in the preset historical time period, the service processing efficiency of each service processed by the salesman a in the historical time period can be determined by the service processing efficiency determining method in the embodiment, and the salesman a is subjected to service training of specific services or rewarding measures and the like aiming at the service processing efficiencies of the plurality of services according to the determined result. According to the embodiment of the disclosure, the service types of the N service members in the preset historical time period can be determined by the same service processing efficiency determination method, and the respective service processing efficiencies of the plurality of service members are determined respectively.

According to an embodiment of the present disclosure, determining the traffic handling time threshold value based on the traffic category may further include the following operations.

For example, based on the service type, acquiring historical service processing time of each of the plurality of objects for the service of the service type; a traffic processing time threshold is determined based on historical traffic processing times for traffic of the traffic category for each of the plurality of objects.

According to the embodiment of the disclosure, the plurality of objects can be a plurality of salesmen in the industry field or a plurality of salesmen in the local website.

According to an embodiment of the present disclosure, the historical business processing time for the business of the business category for each of the plurality of objects may be a historical record of the business processing time for each of the plurality of objects to process the business of the same business category. It should be noted that the historical service processing time of each object may be an average value of the historical service processing times of the plurality of services.

By utilizing the historical service processing time provided by the embodiment of the disclosure, the historical record can be obtained by calling and simple calculation, and the obtaining mode is simple and easy to obtain.

According to an embodiment of the present disclosure, the traffic processing time threshold may be an average value of the historical traffic processing times of the respective plurality of objects, or may be a range value set based on the average value of the historical traffic processing times of the respective plurality of objects. For example, the traffic processing time threshold is a difference between an average value greater than the historical traffic processing time and a preset deviation value, and the traffic processing time threshold is a sum of the average value less than the historical traffic processing time and the preset deviation value.

According to the embodiment of the disclosure, the service processing time threshold is determined based on the historical service processing time of each of the plurality of objects for the service of the same service category, so that the data acquisition mode is simple, and the average service processing level of the object to be evaluated and other objects in the field or the local network point is compared, so that the method has universality and is easy to quantify.

According to other embodiments of the present disclosure, determining the traffic handling time threshold value based on the traffic class may further include the following operations.

For example, based on the service type, acquiring historical service processing time of the target object for a plurality of services of the service type; a traffic processing time threshold is determined based on historical traffic processing times of the target object for a plurality of traffic of the traffic class.

According to an embodiment of the present disclosure, the target object may be a salesperson who is to evaluate the business processing efficiency.

According to an embodiment of the present disclosure, the historical service processing time of the target object for a plurality of services of a service category may be a historical record of a plurality of processing times of the target object for processing services of the same service category.

By utilizing the historical service processing time provided by the embodiment of the disclosure, the historical records can be obtained by calling, and the obtaining mode is simple and easy to obtain.

According to an embodiment of the present disclosure, the traffic processing time threshold may be an average value of the historical traffic processing times of the target object, or may be a range value set based on the average value of the historical traffic processing times. For example, the traffic processing time threshold is a difference between an average value greater than the historical traffic processing time and a preset deviation value, and the traffic processing time threshold is a sum of the average value less than the historical traffic processing time and the preset deviation value.

According to the embodiment of the disclosure, the service processing time threshold is determined based on the historical service processing time of the target object for the plurality of services of the service types, so that not only is the data acquisition mode simple, but also the current service processing efficiency and the working state of the target object are compared with the historical service processing efficiency and the working state of the target object, and the method has pertinence and is easy to quantify.

Fig. 3 schematically illustrates a flow chart for determining processing efficiency of a service based on a service processing time and a service processing time threshold according to an embodiment of the disclosure.

As shown in fig. 3, the method for determining the processing efficiency of the service based on the service processing time and the service processing time threshold value of the embodiment includes operations S301 to S304.

In operation S301, it is determined that the processing efficiency of the service is abnormal in the case that the service processing time is greater than the service processing time threshold.

According to the embodiment of the present disclosure, the service processing time may be a time of a service being processed or a time of a service being processed in history.

According to an embodiment of the present disclosure, a service processing time of a service being processed may be determined by a state of processing the service in a system processing the service.

According to the embodiment of the disclosure, the service processing time of the historically processed service can be obtained by acquiring the service history.

According to the embodiment of the disclosure, when the service processing time is greater than the service processing time threshold, it indicates that the service processing efficiency is low, and the service processing level is lower than the normal service processing level.

In operation S302, in case that it is determined that the processing efficiency of the service is not normal, identification information of a target user who processes the service is identified.

According to the embodiment of the present disclosure, the identification information of the target user may be unique identification information for characterizing the user identity.

According to the embodiment of the present disclosure, the identification information of the client (i.e., the target user) handling the service can be determined in the system by acquiring the service record.

According to the optional embodiment of the disclosure, the identification information of the target user can be identified through face recognition, object recognition and the like by calling data in the image and video information in the time period. But is not limited thereto, the identification information of the processing target user may be recognized by any one or a combination of more of a fingerprint recognizer and an iris recognizer.

In operation S303, attribute feature information of the target user is determined based on the identification information of the target user, so that a service processing state is determined based on the attribute feature information of the target user.

According to the embodiment of the present disclosure, the attribute feature information of the target user may include, for example, a contact address of the target user, such as a phone number, a communication address, an email address, and the like.

In operation S304, it is determined that the processing efficiency of the service is normal in the case that the service processing time is less than or equal to the service processing time threshold.

After determining the attribute feature information of the target user, the target user can be contacted through the attribute feature information, and the service is provided for the target user based on the service type of the service handled by the target user, for example, the service information such as detailed introduction of the service can be provided for the target user through telephone communication, e-mail sending and the like. The target user can be contacted through the attribute characteristic information, and the target user is apolegated with respect to the abnormal processing efficiency of the service, so that the emotion of the target user is pacified, the understanding of the target user is obtained, and the complaint of the user is avoided.

Fig. 4 schematically shows a flowchart of a traffic processing efficiency determination method according to an embodiment of the present disclosure.

As shown in fig. 4, the service processing efficiency determination method of this embodiment may include operations S401 to S406, and the service processing efficiency determination method may be performed by a terminal device or a server.

In operation S401, in the case where it is determined that the processing efficiency of the traffic is normal, a start time and an end time for processing the traffic are identified.

According to the embodiment of the disclosure, under the condition that the processing efficiency of the service is determined to be normal, the problem that the target user stays at the service counter due to service consultation or service complaint, so that the service staff cannot perform subsequent service processing may also exist.

According to an embodiment of the present disclosure, the traffic processing time may be determined by identifying a start time and an end time of the traffic.

According to an embodiment of the present disclosure, a start time and an end time for processing a service may be identified by a service processing system.

According to the embodiment of the disclosure, the start time and the end time of processing the service in the processing process can be identified, and the start time and the end time of processing the service in the preset historical time period can also be identified.

In operation S402, image information of a target user who processes a service is identified based on the start time and the end time.

According to the embodiment of the disclosure, the image information collected in the period of time can be identified and processed through the face identification model, so that the image information with the target user in the image information set is analyzed and identified.

According to the embodiment of the present disclosure, the image information set may be directly captured by the camera device, but is not limited thereto, and may also be a video composed of a plurality of video frames captured by the camera device.

In operation S403, a stay time of the target user is determined based on the image information of the target user.

According to the embodiment of the disclosure, the target user may be a user handling the service, or may be a user handling the service within a historical preset time.

According to the embodiment of the disclosure, the image information of the target user is determined based on the image information of the target user obtained through identification, so that the stay time of the target user is determined.

According to the embodiment of the disclosure, after transacting business, a user generally consults business related information of an operator, so after business processing is finished, the user stays in a business processing area (such as a business processing window) due to consulting business information. The stay time of the target user may be a time from the end of the service processing to before the target user leaves the service processing area.

According to the embodiment of the present disclosure, the stay time of the target user may be the current stay time of the target user when the service is in the process of processing, or may also be the historical stay time of the target user within a preset historical time period.

In operation S404, a processing state of the service is determined based on the stay time of the target user.

According to an embodiment of the present disclosure, when the stay time of the target user is the current stay time, the current processing state of the service may be determined based on the current stay time. When the stay time of the target user is the historical stay time, the historical processing state of the service may be determined based on the historical stay time.

In operation S405, in the case that the staying time of the target user is less than or equal to the preset staying threshold, it is determined that the processing state of the service is normal.

According to the embodiment of the present disclosure, the preset stay threshold may be different according to different service types, or may be different according to different attribute feature information of the target user. In embodiments of the present disclosure, the preset stay threshold may be an average threshold of stay times in the art for processing traffic of equal traffic classes.

In operation S406, in case that the stay time of the target user is greater than the preset stay threshold, it is determined that the processing state of the service is abnormal.

According to the embodiment of the present disclosure, the preset stay threshold may be set by the relevant personnel according to actual needs, for example, may be set to 5 minutes, 10 minutes, and the like. Or the preset stay threshold may also be determined based on a set of stay times of a plurality of clients transacting services of the same service category, for example, the preset stay threshold is set as an average value, a median value, and the like of the set of stay times.

According to the embodiment of the disclosure, under the condition that the service processing efficiency is normal, the processing state of the service is determined to be abnormal by the fact that the stay time of the target user is greater than the preset threshold, so that the target user can be judged to be confused about the service information, and the stay time is greater than the preset threshold due to consultation of related service information. However, the method is not limited to this, and whether the target user is satisfied with the business handling mode and attitude of the business clerk, whether complaints are being made, or the like can be determined accordingly.

According to the method for determining the business processing efficiency, the business processing efficiency of the salesman can be determined, and the attitude and the mode of the salesman for processing the business can be judged.

Fig. 5 schematically shows a flowchart of a traffic processing efficiency determination method according to an embodiment of the present disclosure.

As shown in fig. 5, the service processing efficiency determination method of this embodiment may include operations S501 to S504, and the service processing efficiency determination method may be performed by a terminal device or a server.

In operation 501, in case that it is determined that the processing efficiency of the service is normal, an interval time between the transaction of the next service and the service is determined.

According to the embodiment of the disclosure, the end time of the first service can be determined by the service handling software, and the start time of the second service can be determined, wherein the interval time is the duration between the end time and the start time.

According to the embodiment of the disclosure, for example, the interval time of the traffic in the process can be determined, and the interval time of any one time in the preset historical time period can also be determined.

In operation 502, a processing state of the traffic is determined based on the interval time.

In operation 503, in case that the interval time is less than or equal to the preset interval time threshold, it is determined that the processing state of the traffic is normal.

According to the embodiment of the present disclosure, the preset interval time threshold may be different according to different service types, or may be different according to different attribute feature information of the target user. In the embodiment of the present disclosure, the preset interval time threshold may be an average threshold of interval times in the art for processing the traffic of the same traffic class.

In operation 504, in case that the interval time is greater than the preset interval time threshold, it is determined that the processing state of the traffic is abnormal.

According to the embodiment of the disclosure, since the user usually needs to queue to transact the business in the business office, when the user a leaves the business transaction area, the user B enters the business transaction area to transact the business, a device for collecting image information may be arranged in the business office, and the interval time is determined by using the target user in the image information, but not limited to this, the interval time may also be determined by using the business transaction record in the business system.

According to the embodiment of the disclosure, under the condition that the service processing efficiency is normal, the processing state of the service is determined to be abnormal by the fact that the stay time of the target user is greater than the preset threshold, so that the target user can be judged to be confused about the service information, and the stay time is greater than the preset threshold due to consultation of related service information. According to the method for determining the service processing efficiency, the target user who is confused about the service information can be determined. However, the method is not limited to this, and whether the target user is satisfied with the business handling mode and attitude of the business clerk, whether complaints are being made, or the like can be determined accordingly.

Fig. 6 schematically illustrates an application scenario diagram when a processing state of a service in a processing process is abnormal according to an embodiment of the present disclosure.

According to an embodiment of the present disclosure, attendant 601A may represent an attendant who is processing a business, attendant 601B may represent an attendant in an idle state (e.g., a customer manager in a business outlet), user 602A may represent a user who is handling a business, and user 602B may represent a user who is waiting to handle a business.

As shown in fig. 6, after the operator 602A finishes processing the service in the processing process, the user 602A has a question about the information about the service, and needs to stay in the service processing area to consult the operator 602A for the information about the service. When determining that the staying time of the user 602A is greater than the preset staying threshold, it may be determined that the service state of the service currently being processed is abnormal, and send a prompt message that the processing state of the service is abnormal to the serviceman 601B. At this time, the servicer 601B can introduce the user 602A into the service consulting area according to the prompt information and solve the question of the user 602A. Therefore, the user 602B waiting to transact business enters the business processing area from the waiting area to transact business, and the user 602B and other users (not shown) waiting to transact business can be prevented from waiting too long.

Fig. 7 schematically illustrates an application scenario diagram when a processing state of a service in a processing process is abnormal according to an embodiment of the present disclosure.

According to an embodiment of the present disclosure, the attendant 702 may represent an attendant who provides the user with the advisory information, and the attendant 703 may represent a user who is confused about the service.

According to the embodiment of the disclosure, as shown in fig. 7, when it is acquired that the staying time of the user 703 before transacting the loan transaction is greater than the preset staying threshold or the interval time is greater than the preset interval time threshold 3 days ago, the server 701 may determine that the processing state of the transaction is abnormal, and the server 701 may send the service information about the loan transaction to the user 703, thereby eliminating confusion of the user 703.

In addition, when the server 701 acquires that the staying time of the user 703 in the loan transaction is greater than the preset staying threshold value or the interval time is greater than the preset interval time threshold value 3 days ago, the server may also send a prompt message that the processing state of the service is abnormal to the service staff 702. The service provider 702 can contact the user 703 by telephone according to the prompt information and answer the service question to the user 703, thereby improving the customer experience of the user 703. In addition, the actual business requirements of the user 703 can be known based on the business query of the user 703, and related products meeting the business requirements can be provided for the user 703 on the basis of fully knowing the business requirements of the user 703, so that the business income can be increased while the user requirements are met.

Based on the method for determining the service processing efficiency, the disclosure also provides a device for determining the service processing efficiency. The apparatus will be described in detail below with reference to fig. 8.

Fig. 8 schematically shows a block diagram of a structure of a traffic processing efficiency determination apparatus according to an embodiment of the present disclosure.

As shown in fig. 8, the apparatus 800 for determining the service processing efficiency of this embodiment includes a first obtaining module 801, a first determining module 802, a second obtaining module 803, and a second determining module 804.

A first obtaining module 801, configured to determine a service category of a processing service.

A first determining module 802, configured to determine a traffic processing time threshold based on the traffic class.

The second obtaining module 803 is configured to determine a service processing time for the target object to process the service.

A second determining module 804, configured to determine processing efficiency of the service based on the service processing time and the service processing time threshold.

According to an embodiment of the present disclosure, the first obtaining module 801 includes: the device comprises a first acquisition unit and a first determination unit.

The first obtaining unit is used for obtaining the service information of the service in the processing process.

A first determining unit, configured to determine a service type of the service based on the service information.

According to an embodiment of the present disclosure, the first obtaining module 801 includes: a second acquisition unit and a second determination unit.

And the second acquisition unit is used for acquiring the service information of the service in the preset historical time period.

And the second determining unit is used for determining the service type of the service based on the service information.

According to an embodiment of the present disclosure, the first determining module 802 includes: a third acquisition unit and a third determination unit.

And a third obtaining unit, configured to obtain, based on the service category, historical service processing times of respective services of the plurality of objects for the service category.

And a third determining unit, configured to determine a traffic processing time threshold based on historical traffic processing times of respective multiple objects for the traffic of the traffic category.

According to an embodiment of the present disclosure, the first determining module 802 includes: a fourth acquiring unit and a fourth determining unit.

And the fourth obtaining unit is used for obtaining the historical service processing time of the target object aiming at the plurality of services of the service types based on the service types.

And the fourth determining unit is used for determining the service processing time threshold value based on the historical service processing time of the target object for the plurality of services of the service types.

According to an embodiment of the present disclosure, the second determining module 804 includes: the device comprises a first judging unit, a first identifying unit, a fifth determining unit and a second judging unit.

And the first judgment unit is used for determining that the processing efficiency of the service is abnormal under the condition that the service processing time is greater than the service processing time threshold.

And the first identification unit is used for identifying the identity information of the target user for processing the service under the condition of determining that the processing efficiency of the service is abnormal.

And the fifth determining unit is used for determining the attribute characteristic information of the target user based on the identity information of the target user so as to determine the service processing state based on the attribute characteristic information of the target user.

And the second judging unit is used for determining that the processing efficiency of the service is normal under the condition that the service processing time is less than or equal to the service processing time threshold.

According to an embodiment of the present disclosure, the apparatus 800 for determining service processing efficiency further includes a third determining module. The third determining module includes: the device comprises a second identification unit, a third identification unit, a sixth determination unit, a seventh determination unit, a third determination unit and a fourth determination unit.

And the second identification unit is used for identifying the starting time and the ending time of processing the service under the condition that the processing efficiency of the service is determined to be normal.

And the third identification unit is used for identifying the image information of the target user for processing the service based on the starting time and the ending time.

And a sixth determining unit for determining the stay time of the target user based on the image information of the target user.

And the seventh determining unit is used for determining the processing state of the service based on the stay time of the target user.

And the third judging unit is used for determining that the processing state of the service is normal under the condition that the staying time of the target user is less than or equal to a preset staying threshold value.

And the fourth judging unit is used for determining that the processing state of the service is abnormal under the condition that the staying time of the target user is greater than the preset staying threshold.

According to an embodiment of the present disclosure, the apparatus 800 for determining service processing efficiency further includes a fourth determining module. The fourth determining module includes: an eighth determining unit, a ninth determining unit, a fifth determining unit and a sixth determining unit.

And the eighth determining unit is used for determining the interval time between the handling of the next service and the service under the condition that the processing efficiency of the service is determined to be normal.

And a ninth determining unit, configured to determine a processing state of the service based on the interval time.

And the fifth judging unit is used for determining that the processing state of the service is normal under the condition that the interval time is less than or equal to the preset interval time threshold.

And the sixth judging unit is used for determining that the processing state of the service is abnormal under the condition that the interval time is greater than the preset interval time threshold.

According to the embodiment of the present disclosure, any plurality of the first obtaining module 801, the first determining module 802, the second obtaining module 803, and the second determining module 804 may be combined and implemented in one module, or any one of them may be split into a plurality of modules. Alternatively, at least part of the functionality of one or more of these modules may be combined with at least part of the functionality of the other modules and implemented in one module.

According to an embodiment of the present disclosure, at least one of the first obtaining module 801, the first determining module 802, the second obtaining module 803, and the second determining module 804 may be implemented at least partially as a hardware circuit, such as a Field Programmable Gate Array (FPGA), a Programmable Logic Array (PLA), a system on a chip, a system on a substrate, a system on a package, an Application Specific Integrated Circuit (ASIC), or may be implemented in hardware or firmware in any other reasonable manner of integrating or packaging a circuit, or in any one of three implementations of software, hardware, and firmware, or in any suitable combination of any of them. Alternatively, at least one of the first obtaining module 801, the first determining module 802 and the second obtaining module 803 and the second determining module 804 may be at least partially implemented as a computer program module, which when executed may perform the corresponding functions.

As shown in fig. 9, an electronic apparatus 900 according to an embodiment of the present disclosure includes a processor 901 which can perform various appropriate actions and processes in accordance with a program stored in a Read Only Memory (ROM)902 or a program loaded from a storage portion 908 into a Random Access Memory (RAM) 903. Processor 901 may comprise, for example, a general purpose microprocessor (e.g., a CPU), an instruction set processor and/or associated chipset, and/or a special purpose microprocessor (e.g., an Application Specific Integrated Circuit (ASIC)), among others. The processor 901 may also include on-board memory for caching purposes. The processor 901 may comprise a single processing unit or a plurality of processing units for performing the different actions of the method flows according to embodiments of the present disclosure.

In the RAM 903, various programs and data necessary for the operation of the electronic apparatus 900 are stored. The processor 901, the ROM 902, and the RAM 903 are connected to each other through a bus 904. The processor 901 performs various operations of the method flows according to the embodiments of the present disclosure by executing programs in the ROM 902 and/or the RAM 903. Note that the program may also be stored in one or more memories other than the ROM 902 and the RAM 903. The processor 901 may also perform various operations of the method flows according to embodiments of the present disclosure by executing programs stored in the one or more memories.

Electronic device 900 may also include input/output (I/O) interface 905, input/output (I/O) interface 905 also connected to bus 904, according to an embodiment of the present disclosure. The electronic device 900 may also include one or more of the following components connected to the I/O interface 905: an input portion 906 including a keyboard, a mouse, and the like; an output section 907 including components such as a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, and a speaker; a storage portion 908 including a hard disk and the like; and a communication section 909 including a network interface card such as a LAN card, a modem, or the like. The communication section 909 performs communication processing via a network such as the internet. The drive 910 is also connected to the I/O interface 905 as necessary. A removable medium 911 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 910 as necessary, so that a computer program read out therefrom is mounted into the storage section 908 as necessary.

The present disclosure also provides a computer-readable storage medium, which may be contained in the apparatus/device/system described in the above embodiments; or may exist separately and not be assembled into the device/apparatus/system. The computer-readable storage medium carries one or more programs which, when executed, implement the method according to an embodiment of the disclosure.

According to embodiments of the present disclosure, the computer-readable storage medium may be a non-volatile computer-readable storage medium, which may include, for example but is not limited to: 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), 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 disclosure, 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. For example, according to embodiments of the present disclosure, a computer-readable storage medium may include the ROM 902 and/or the RAM 903 described above and/or one or more memories other than the ROM 902 and the RAM 903.

Embodiments of the present disclosure also include a computer program product comprising a computer program containing program code for performing the method illustrated in the flow chart. When the computer program product runs in a computer system, the program code is used for causing the computer system to realize the item recommendation method provided by the embodiment of the disclosure.

The computer program performs the above-described functions defined in the system/apparatus of the embodiments of the present disclosure when executed by the processor 901. The systems, apparatuses, modules, units, etc. described above may be implemented by computer program modules according to embodiments of the present disclosure.

In one embodiment, the computer program may be hosted on a tangible storage medium such as an optical storage device, a magnetic storage device, or the like. In another embodiment, the computer program may also be transmitted, distributed in the form of a signal on a network medium, and downloaded and installed through the communication section 909 and/or installed from the removable medium 911. The computer program containing program code may be transmitted using any suitable network medium, including but not limited to: wireless, wired, etc., or any suitable combination of the foregoing.

In such an embodiment, the computer program may be downloaded and installed from a network through the communication section 909, and/or installed from the removable medium 911. The computer program, when executed by the processor 901, performs the above-described functions defined in the system of the embodiment of the present disclosure. The systems, devices, apparatuses, modules, units, etc. described above may be implemented by computer program modules according to embodiments of the present disclosure.

In accordance with embodiments of the present disclosure, program code for executing computer programs provided by embodiments of the present disclosure may be written in any combination of one or more programming languages, and in particular, these computer programs may be implemented using high level procedural and/or object oriented programming languages, and/or assembly/machine languages. The programming language includes, but is not limited to, programming languages such as Java, C + +, python, the "C" language, or the like. The program code may execute entirely on the user computing device, partly on the user device, partly on a remote computing device, or entirely on the remote computing device or server. In the case of a remote computing device, the remote computing device may be connected to the user computing device through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computing device (e.g., through the internet using an internet service provider).

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 disclosure. 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.

Those skilled in the art will appreciate that various combinations and/or combinations of features recited in the various embodiments and/or claims of the present disclosure can be made, even if such combinations or combinations are not expressly recited in the present disclosure. In particular, various combinations and/or combinations of the features recited in the various embodiments and/or claims of the present disclosure may be made without departing from the spirit or teaching of the present disclosure. All such combinations and/or associations are within the scope of the present disclosure.

The embodiments of the present disclosure have been described above. However, these examples are for illustrative purposes only and are not intended to limit the scope of the present disclosure. Although the embodiments are described separately above, this does not mean that the measures in the embodiments cannot be used in advantageous combination. The scope of the disclosure is defined by the appended claims and equivalents thereof. Various alternatives and modifications can be devised by those skilled in the art without departing from the scope of the present disclosure, and such alternatives and modifications are intended to be within the scope of the present disclosure.

Claims

1. A method for determining service processing efficiency comprises the following steps:

determining the service type of the processing service;

determining a traffic processing time threshold based on the traffic category;

2. The method of claim 1, wherein the determining a traffic handling time threshold based on the traffic class comprises:

determining the traffic handling time threshold based on the historical traffic handling time for traffic of the traffic category for each of the plurality of objects.

3. The method of claim 1, wherein the determining a traffic handling time threshold based on the traffic class comprises:

acquiring historical service processing time of the target object for a plurality of services of the service types based on the service types;

determining the traffic processing time threshold based on historical traffic processing times of the target object for a plurality of traffic of the traffic category.

4. The method of claim 1, wherein the determining the processing efficiency of the traffic based on the traffic processing time and the traffic processing time threshold comprises:

determining attribute characteristic information of the target user based on the identity identification information of the target user so as to determine the service processing state based on the attribute characteristic information of the target user; and

5. The method of claim 4, further comprising:

determining the stay time of the target user based on the image information of the target user;

determining that the processing state of the service is normal under the condition that the staying time of the target user is less than or equal to a preset staying threshold value;

and under the condition that the stay time of the target user is greater than the preset stay threshold value, determining that the processing state of the service is abnormal.

6. The method of claim 4, further comprising:

determining a processing state of the service based on the interval time;

7. The method of claim 1, wherein the determining a traffic class for processing traffic comprises:

acquiring service information of a service in the processing process;

8. The method of claim 1, wherein the determining a traffic class for processing traffic comprises:

acquiring service information of a service in a preset historical time period;

9. A traffic processing efficiency determination apparatus, comprising:

a first determining module, configured to determine a service processing time threshold based on the service category;

10. An electronic device, comprising:

one or more processors;

a memory for storing one or more programs,

wherein the one or more programs, when executed by the one or more processors, cause the one or more processors to implement the method of any of claims 1-8.

11. A computer readable storage medium having stored thereon executable instructions which, when executed by a processor, cause the processor to carry out the method of any one of claims 1 to 8.

12. A computer program product, comprising:

computer executable instructions for use when executed to implement the method of any one of claims 1 to 8.