CN113554363A - Power customer service work order processing method and system based on grid system monitoring - Google Patents

Power customer service work order processing method and system based on grid system monitoring Download PDF

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Publication number
CN113554363A
CN113554363A CN202111110184.3A CN202111110184A CN113554363A CN 113554363 A CN113554363 A CN 113554363A CN 202111110184 A CN202111110184 A CN 202111110184A CN 113554363 A CN113554363 A CN 113554363A
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grid
work order
service
information
power supply
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CN113554363B (en
Inventor
唐文升
丁晓
方学民
许道强
周红勇
王锦志
左强
邓君华
殷勇
杨美蓉
李志新
赵双双
朱海
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State Grid Jiangsu Electric Power Co ltd Marketing Service Center
State Grid Corp of China SGCC
State Grid Jiangsu Electric Power Co Ltd
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State Grid Jiangsu Electric Power Co ltd Marketing Service Center
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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06311—Scheduling, planning or task assignment for a person or group
    • G06Q10/063114—Status monitoring or status determination for a person or group
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F17/00—Digital computing or data processing equipment or methods, specially adapted for specific functions
    • G06F17/10—Complex mathematical operations
    • G06F17/18—Complex mathematical operations for evaluating statistical data, e.g. average values, frequency distributions, probability functions, regression analysis
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q50/00—Systems or methods specially adapted for specific business sectors, e.g. utilities or tourism
    • G06Q50/06—Electricity, gas or water supply

Abstract

The method and the system for processing the electric power customer business worksheets based on grid system monitoring divide grids for a power supply service area, and distribute business worksheet processing personnel to each grid according to the number of users in each grid; in the monitoring time interval, collecting each grid service request and monitoring each grid state; acquiring abnormal grid information and a service request with the highest internal occurrence frequency as an abnormal point, and scheduling peripheral grids of the abnormal point to provide services; adding the abnormal grid number to the information of the business work order processing personnel providing service for the abnormal grid; screening business work order processing personnel from the power supply service area, and distributing work orders to the business work order processing personnel according to the service request information; and completing and generating work order processing details. Matching the most suitable business work order processing personnel through grid management; through monitoring the work order state of the customer service center, the emergency is found in time, and business personnel around the place where the emergency occurs are dispatched rapidly by means of grid management to provide assistance.

Description

Power customer service work order processing method and system based on grid system monitoring
Technical Field
The invention relates to the technical field of intelligent work order processing, in particular to a power customer service work order processing method and system based on grid system monitoring.
Background
The key links of customer appeal transfer flow in the power customer service center are dispatching, auditing, supervising and the like of work orders, and the quality and efficiency of work order processing directly influence the experience of a large number of users of a power grid. The pressure of reform in the power market makes power marketing system need better service customer, provides high-quality service experience.
With the popularization of smart grid technology, the dispatching of work orders of customer service centers has gradually changed from manual dispatching to automatic dispatching. The prior art 1 (CN 105354762B) discloses a "power customer service work order identification and distribution system and method", which proposes a distribution method of a power service work order, and the method improves the work order processing efficiency compared with manual distribution by establishing a work order processing and customer service representative working state information matching relationship. However, this distribution method only considers customer service staff, does not consider the status of the operating staff, and the power system is subject to many types of work orders, and when the repair service is involved, the repair work needs to be completed in a short time. At this time, the working state of the operator needs to be fully considered, and prior art 2 (CN 110020777A) discloses "a power customer service work order processing system and method", and proposes a service work order processing method, in which a staff management module is added to facilitate recording of things which are good at the operator. However, this method lacks monitoring of system status, and when an emergency occurs, the work order amount is increased rapidly, and it is difficult to ensure timely processing of the work order. In addition, the current work order dispatching system only considers the service dispatching function, and the cost of service generation is processed once, so that unnecessary manpower and material resources are consumed.
Therefore, it is necessary to provide a method and a system for processing a power customer service work order based on grid system monitoring so as to implement intelligent processing of the power customer service work order.
Disclosure of Invention
In order to solve the defects in the prior art, the invention aims to provide a power customer service work order processing method and system based on grid system monitoring.
The invention adopts the following technical scheme.
The electric power customer service work order processing method based on grid system monitoring comprises the following steps:
step 1, carrying out grid division on a power supply service area and acquiring information of each grid;
step 2, distributing business work order processing personnel to each grid according to the number of users in each grid;
step 3, obtaining information of business work order processing personnel and service request information in each grid;
step 4, collecting service request information in each grid in a set monitoring time interval so as to monitor the state of each grid; acquiring the grid information in an abnormal state, and entering step 5; acquiring grid information in a normal state, and entering step 6;
step 5, taking the service request with the highest frequency in the abnormal grid as the abnormal point, and scheduling the peripheral grid of the abnormal point to provide service; adding the abnormal grid number to the information of the business work order processing personnel providing service for the abnormal grid;
step 6, screening business work order processing personnel from the power supply service area, and distributing work orders to the screened business work order processing personnel according to the service request information;
and 7, finishing the work order by the service work order processing personnel and generating work order processing details.
Preferably, step 1 comprises:
step 1.1, numbering each power supply station in a power supply service area, and collecting position coordinates of each power supply station;
step 1.2, collecting user information in a power supply service area, and determining a power supply station to which a user belongs according to the user information;
step 1.3, taking each power supply station as a grid center, taking all users belonging to the power supply station as a grid range, and carrying out grid division;
step 1.4, constructing grid information including grid numbers and grid center coordinates; the grid number is the number of each power supply station, and the grid center coordinate is the position coordinate of each power supply station;
step 1.5, adding the information of the grid to which the user belongs to the user information;
step 1.6, when the power supply in the power supply service area is changed, repeating the steps 1.1 to 1.3, and changing the grid division;
and 1.7, repeating the steps 1.2 to 1.5 when the users in the power supply service area are changed, and changing the grid division.
Further, in step 1.2, the user information includes: the number of a house, the name of a house, the power supply station, the address, the power consumption type, the contract capacity and the operation capacity.
Preferably, in step 2, the business work order processing personnel comprise customer service personnel and operating personnel; wherein, the operation personnel divide according to the business category, include: business expansion work order operating personnel, electric charge work order operating personnel, metering work order operating personnel, inspection work order operating personnel and customer service work order operating personnel.
The step 2 comprises the following steps:
step 2.1, according to
Figure 62394DEST_PATH_IMAGE002
Number of users within a grid
Figure DEST_PATH_IMAGE003
Total number of users in power supply service area
Figure 344339DEST_PATH_IMAGE004
To the ratio of
Figure 200300DEST_PATH_IMAGE002
Distribution of customer service personnel within a grid
Figure 38943DEST_PATH_IMAGE006
Satisfies the following relation:
Figure 146183DEST_PATH_IMAGE007
in the formula, the total number of the customer service staff in the P electric service area,
Figure 146500DEST_PATH_IMAGE009
，
Figure 224177DEST_PATH_IMAGE011
the total number of grids in the power supply service area;
step 2.2, according to
Figure 115779DEST_PATH_IMAGE002
Number of users within a grid
Figure 329723DEST_PATH_IMAGE003
In proportion to the total number M of users in the power supply service area
Figure 766520DEST_PATH_IMAGE002
Within a grid
Figure 331494DEST_PATH_IMAGE013
Number of kinds of business workers
Figure 262672DEST_PATH_IMAGE014
Satisfies the following relation:
Figure 596701DEST_PATH_IMAGE015
in the formula (I), the compound is shown in the specification,
Figure 938821DEST_PATH_IMAGE017
to the first in the power supply service area
Figure 240358DEST_PATH_IMAGE013
The total number of the business workers;
Figure 958915DEST_PATH_IMAGE019
，
Figure 413030DEST_PATH_IMAGE021
the total number of service types in the power supply service area;
Figure 191630DEST_PATH_IMAGE009
，
Figure 484858DEST_PATH_IMAGE011
the total number of grids in the power supply service area;
step 2.3, based on the improved K-means clustering method to the second
Figure 7107DEST_PATH_IMAGE002
Within a grid
Figure 315728DEST_PATH_IMAGE013
Number of kinds of business workers
Figure 265230DEST_PATH_IMAGE014
Making an adjustment to obtain
Figure 275780DEST_PATH_IMAGE002
Within a grid
Figure 601719DEST_PATH_IMAGE013
Number of kinds of business workers
Figure 764847DEST_PATH_IMAGE022
。
Further, step 2.3 comprises:
step 2.3.1, the total number N of grids in the power supply service area is the number of categories;
step 2.3.2, obtaining the power supply service area
Figure 885250DEST_PATH_IMAGE023
First name
Figure 150140DEST_PATH_IMAGE013
Address coordinates of a kind of business operator
Figure 14191DEST_PATH_IMAGE024
(ii) a Wherein the subscript k represents the number
Figure 31825DEST_PATH_IMAGE013
The kth operator of the kind of service,
Figure 323130DEST_PATH_IMAGE025
；
step 2.3.3, with
Figure 308272DEST_PATH_IMAGE026
Taking the center of each grid as an initial centroid;
step 2.3.4, calculate each address coordinate to
Figure 976014DEST_PATH_IMAGE011
Distance of initial centroid
Figure 113734DEST_PATH_IMAGE028
(ii) a According to the distance
Figure 841519DEST_PATH_IMAGE028
Ordering the initial centroids in a small-to-large order;
step 2.3.5, from either centroid
Figure 546913DEST_PATH_IMAGE030
Initially, the centroid to which each address coordinate belongs is determined, i.e., the centroid is
Figure 752766DEST_PATH_IMAGE030
Corresponding to the first in the grid
Figure 744993DEST_PATH_IMAGE013
Clustering number of operators of different service types
Figure 643679DEST_PATH_IMAGE032
With the center of mass
Figure 337834DEST_PATH_IMAGE030
Corresponding to the first in the grid
Figure 347379DEST_PATH_IMAGE013
Number of operators assigned to different types of services
Figure 459691DEST_PATH_IMAGE014
And (3) comparison: when the number of clusters is
Figure 263699DEST_PATH_IMAGE032
Less than or equal to the number of allocations
Figure 212195DEST_PATH_IMAGE014
If so, all the operators corresponding to the address coordinates are distributed to the grids corresponding to the centroid; when the number of clusters is
Figure 759851DEST_PATH_IMAGE032
Greater than the number of dispenses
Figure 461091DEST_PATH_IMAGE014
Then jump to the next centroid
Figure 685267DEST_PATH_IMAGE033
And repeating step 2.3.5; wherein the next centroid
Figure 370327DEST_PATH_IMAGE033
Ordered in the centroid
Figure 721673DEST_PATH_IMAGE034
Then;
2.3.6, when power supply service area
Figure 542999DEST_PATH_IMAGE023
First name
Figure 719770DEST_PATH_IMAGE013
The kind of service operator has been assigned to
Figure 626546DEST_PATH_IMAGE011
After each trellis, recalculating to obtain
Figure 516004DEST_PATH_IMAGE011
A new centroid;
step 2.3.7, when
Figure 457416DEST_PATH_IMAGE026
The distance between the new centroid and the original centroid is smaller than a preset threshold value, or the new centroid and the original centroid are redistributed to be in the first grid
Figure 23395DEST_PATH_IMAGE013
Judging that the clustering reaches an ending condition if the number of the service operators does not change any more; otherwise, steps 2.3.4 to 2.3.7 are repeated.
Preferably, in step 3, the customer service staff information includes: the number, service field and state of the belonging grid; the worker information includes: the number, service field, position, estimated time consumption and state of the grid;
wherein the state comprises idle and non-idle;
the service request information includes: user address, number of the grid, application time and service type.
Preferably, step 4 comprises:
step 4.1, calculate
Figure 417467DEST_PATH_IMAGE002
Average of historical data of service requests within a grid
Figure 110617DEST_PATH_IMAGE035
And standard deviation of
Figure 906534DEST_PATH_IMAGE036
；
Step 4.2, collecting the first time in a set monitoring time interval
Figure 144880DEST_PATH_IMAGE002
Number of service requests in individual grid
Figure 26248DEST_PATH_IMAGE038
And calculate
Figure 523089DEST_PATH_IMAGE039
(ii) a When in use
Figure 907934DEST_PATH_IMAGE040
When it is, it is determined to be
Figure 81295DEST_PATH_IMAGE002
If the grid has abnormal state, repeating step 4.2 after shortening the monitoring time interval, and if the grid still judges that the grid has abnormal state
Figure 184380DEST_PATH_IMAGE002
If the grid has an abnormal state, entering step 5;
when in use
Figure 219332DEST_PATH_IMAGE042
When it is, it is determined to be
Figure 472066DEST_PATH_IMAGE002
The individual grids are in the normal state and proceed to step 6.
Further, in step 4.2, the set monitoring time interval is taken to be 30 minutes, th
Figure 567061DEST_PATH_IMAGE002
When each grid has an abnormal state, shortening the monitoring time interval to 10 minutes; the service request comprises a work order request.
Preferably, step 5 comprises:
step 5.1, acquiring grid numbers in an abnormal state and address information in a work order using request in an abnormal grid;
step 5.2, performing word segmentation and word frequency statistics on the address information, and extracting the address information with the highest occurrence frequency as an abnormal point coordinate;
and 5.3, taking the coordinate of the abnormal point as the center of a circle, taking the coordinate from the abnormal point to the center coordinate of the abnormal grid as an initial radius value, taking one half of the radius value as a step length, and continuously expanding the service area of the abnormal point until the number of grids in the service area of the abnormal point reaches
Figure 423021DEST_PATH_IMAGE043
(ii) a Wherein the number of grids in the abnormal point service area
Figure 996085DEST_PATH_IMAGE043
Satisfies the following relation:
Figure 870369DEST_PATH_IMAGE044
in the formula (I), the compound is shown in the specification,
Figure 136265DEST_PATH_IMAGE035
is the average of the historical data requested by the inspection order within the anomaly grid,
Figure 213943DEST_PATH_IMAGE045
requesting times for the work order for use in the abnormal grid;
and 5.4, changing the grid information in the abnormal point service area, namely adding the abnormal grid number into the grid numbers of the customer service personnel information and the operator information which provide services for the abnormal grid respectively.
Preferably, step 6 comprises:
step 6.1, arranging each work order according to the application time sequence of the service request;
step 6.2, determining the distribution mode of each work order according to the service type of the service request, comprising the following steps: distributing the customer service work order to customer service personnel; the business expansion work order is distributed to the operating personnel; distributing the electric charge work order to the operator; the measurement work order is distributed to the operating personnel;
step 6.3, screening service work order processing personnel with abnormal grid numbers in the information from the power supply service area as processing personnel of each work order;
step 6.4, the work order assignment is carried out on the personnel screened in the step 6.3 according to the distribution mode determined in the step 6.2, and the work order assignment method comprises the following steps:
when the state in the screened customer service staff information is idle, the customer service work order is distributed to the customer service staff in the idle state; otherwise, sending the customer service work order into a waiting area, and performing work order assignment after waiting for the customer service staff in an idle state;
when the state in the screened first operator information is idle, according to the first operator informationThe distance between the operator address and the service request address, and the time of the first operator arriving at the service request address
Figure 856277DEST_PATH_IMAGE046
(ii) a At the same time, a second operator closest to the service request address is searched from all the operators, and the time of the second operator reaching the service request address is calculated
Figure 86532DEST_PATH_IMAGE048
And obtaining the predicted time consumption of the second operator
Figure 523329DEST_PATH_IMAGE049
If, if
Figure 88303DEST_PATH_IMAGE050
If not, assigning the work order to a second operator; the estimated time consumption is an estimated value of time for completing the task, which is fed back in the system according to the task condition after the order of the operating personnel is received;
and when the state in the screened first operator information is not idle, sending the customer service work order into a waiting area, and performing the work order assignment flow after waiting for the operator in the idle state.
Preferably, step 7 comprises:
step 7.1, the customer service staff modifies the state in the staff information according to the condition of the assigned work order; the operator modifies the state, address and predicted time consumption in the personnel information according to the condition of the assigned work order;
and 7.2, supplementing cost information in the work order after the work order is processed, and generating work order processing details.
Electric power customer service work order processing system based on meshing system monitoring includes: the system comprises a gridding monitoring module, a service personnel information module and a service work order processing module;
the grid monitoring module is used for carrying out grid division on a power supply service area and acquiring information of each grid and service request information in each grid; monitoring the state of each grid according to service request information in each grid within a set monitoring time interval;
the service staff information module is used for distributing service work order processing staff to each grid according to the number of users in each grid and storing the information of the service work order processing staff in each grid;
the service work order processing module is used for determining a service request with the highest frequency in an abnormal grid as an abnormal point according to the abnormal grid information sent by the gridding monitoring module, scheduling peripheral grids of the abnormal point to provide service, and sending the scheduled grid information to the service staff information module; and the system is also used for screening business work order processing personnel from the power supply service area, distributing work orders to the screened business work order processing personnel according to the service request information, finishing the work orders by the business work order processing personnel and generating work order processing details.
Compared with the prior art, the invention has the beneficial effects that:
1. the information of the client, the customer service staff and the operating staff is managed in a gridding manner, so that the integration from the customer service staff to the operating staff is provided for the client, the service is omnibearing, the service staff which is most suitable for the customer service requirement is matched, and the high-quality service is effectively provided in time;
2. whether an emergency happens can be found out in time by monitoring the work order state of the customer service center, and business personnel around the place where the emergency happens can be dispatched quickly to provide assistance by virtue of grid management;
3. by adding cost statistics in the work order state, the time cost and the consumable cost of each service can be conveniently recorded, and the final accounting of the property cost flow is facilitated.
Drawings
FIG. 1 is a block diagram of the steps of the method for processing a work order of a power customer service based on grid system monitoring according to the present invention;
FIG. 2 is a schematic workflow diagram of a power customer service work order processing system based on grid system monitoring according to the present invention.
Detailed Description
The present application is further described below with reference to the accompanying drawings. The following examples are only for illustrating the technical solutions of the present invention more clearly, and the protection scope of the present application is not limited thereby.
As shown in fig. 1, the method for processing the power customer service work order based on grid system monitoring includes:
step 1, carrying out grid division on a power supply service area, and acquiring information of each grid.
In consideration of the accuracy of power supply users managed by the power supply station, the power supply station to which each user belongs can be clearly known, distribution management is facilitated, and distribution of service personnel and operation personnel is performed by taking users served by the power supply station as a reference, so that the average service quality is guaranteed.
Specifically, step 1 comprises:
step 1.1, numbering each power supply station in a power supply service area, and collecting position coordinates of each power supply station;
in the preferred embodiment of the invention, the position coordinates of each power supply station in the power supply service area are obtained on the GIS map, the power supply stations are classified into cities, districts and counties, and in order to ensure the consistency of the grid classification levels, the county-level power supply station is selected as a classification center.
Step 1.2, collecting user information in a power supply service area, and determining a power supply station to which a user belongs according to the user information;
in the preferred embodiment of the invention, the information of all users served by a certain power supply station is acquired on a GIS map; user information includes, but is not limited to: the number of a house, the name of a house, the power supply station, the address, the power consumption type, the contract capacity and the operation capacity.
Step 1.3, taking each power supply station as a grid center, taking all users belonging to the power supply station as a grid range, and carrying out grid division;
in the preferred embodiment of the present invention, all county power supply stations are trellis coded, starting from 1 to
Figure 3169DEST_PATH_IMAGE011
Wherein
Figure 852045DEST_PATH_IMAGE011
Is the number of county-level power supply stations; through the grid division, the addresses in all the user information belonging to the same power supply station are connected into subareas, namely the service radiation range of the grid where the power supply station is located.
Step 1.4, constructing grid information including grid numbers and grid center coordinates; the grid number is the number of each power supply station, and the grid center coordinate is the position coordinate of each power supply station;
step 1.5, adding the information of the grid to which the user belongs to the user information;
step 1.6, when the power supply in the power supply service area is changed, repeating the steps 1.1 to 1.3, and changing the grid division;
the grid division result is also linked to the marketing business system, and when the power supply changes, including addition and deletion, the corresponding grid is purposefully added and deleted in the marketing business system.
And 1.7, repeating the steps 1.2 to 1.5 when the users in the power supply service area are changed, and changing the grid division.
And 2, distributing business work order processing personnel to each grid according to the number of users in each grid.
Specifically, in step 2, the business work order processing personnel comprise customer service personnel and operating personnel; wherein, the operation personnel divide according to the business category, include: business expansion work order operating personnel, electric charge work order operating personnel, metering work order operating personnel, inspection work order operating personnel and customer service work order operating personnel.
By counting the number of clients in each grid, client service personnel and operating personnel of each service are reasonably distributed to each grid according to the set proportion, uniform distribution of each grid is achieved, and the ratio of service work order processing personnel to clients is kept consistent.
The step 2 comprises the following steps:
step 2.1, according to
Figure 194165DEST_PATH_IMAGE002
Number of users within a grid
Figure 246435DEST_PATH_IMAGE003
The proportion of the total number M of users in the power supply service area to the second
Figure 964992DEST_PATH_IMAGE002
Distribution of customer service personnel within a grid
Figure 172769DEST_PATH_IMAGE006
Satisfies the following relation:
Figure 951369DEST_PATH_IMAGE051
in the formula (I), the compound is shown in the specification,
Figure 100002_DEST_PATH_IMAGE052
the total number of customer service personnel in the power supply service area,
Figure 959777DEST_PATH_IMAGE009
，
Figure 731292DEST_PATH_IMAGE011
the total number of grids in the power supply service area;
since the customer service personnel are on-line service and are not limited by addresses, the equal proportion distribution can be carried out according to the principle.
Step 2.2, according to
Figure 39914DEST_PATH_IMAGE002
Number of users within a grid
Figure 989416DEST_PATH_IMAGE003
Total number of users in power supply service area
Figure 750698DEST_PATH_IMAGE004
To the ratio of
Figure 561790DEST_PATH_IMAGE002
Within a grid
Figure 990498DEST_PATH_IMAGE013
Number of kinds of business workers
Figure 845321DEST_PATH_IMAGE014
Satisfies the following relation:
Figure 100002_DEST_PATH_IMAGE053
in the formula (I), the compound is shown in the specification,
Figure 100002_DEST_PATH_IMAGE055
to the first in the power supply service area
Figure 546430DEST_PATH_IMAGE013
The total number of the business workers;
Figure 410481DEST_PATH_IMAGE019
，
Figure 175918DEST_PATH_IMAGE021
the total number of service types in the power supply service area;
Figure 732801DEST_PATH_IMAGE009
，
Figure 468676DEST_PATH_IMAGE011
the total number of grids in the power supply service area;
step 2.3, based on the improved K-means clustering method to the second
Figure 870839DEST_PATH_IMAGE002
Within a grid
Figure 257827DEST_PATH_IMAGE013
Number of kinds of business workers
Figure 985611DEST_PATH_IMAGE014
Making an adjustment to obtain
Figure 943203DEST_PATH_IMAGE002
Within a grid
Figure 414635DEST_PATH_IMAGE013
Number of kinds of business workers
Figure 157595DEST_PATH_IMAGE022
. Because the operator involves offline operations, the distribution method differs from that of the customer service staff.
Further, the number of operators of various services in the power supply service area is counted, taking repair operators as an example, the allocation method of operators of other types of services is consistent with the allocation method of repair operators, except for guaranteeing resource balance, the grid to which the operators belong needs to be allocated in consideration of the principle of near work, so that a K-means clustering method is adopted to divide the operation into
Figure 790701DEST_PATH_IMAGE011
And (4) class. However, the direct use of the K-means model can only ensure the nearby distribution and cannot ensure the resource balance, i.e. the number of people distributed by each grid is planned in advance, so that an improved K-means clustering method is adopted.
Further, step 2.3 comprises:
step 2.3.1, Total amount of grids in Power supply service area
Figure 501168DEST_PATH_IMAGE011
As the number of categories;
step 2.3.2, obtaining the power supply service area
Figure 510713DEST_PATH_IMAGE023
Address coordinate of business repair worker
Figure 606713DEST_PATH_IMAGE024
(ii) a Wherein the subscript
Figure 100002_DEST_PATH_IMAGE057
The first operator who represents the repair work,
Figure 145142DEST_PATH_IMAGE025
；
step 2.3.3, with
Figure 77326DEST_PATH_IMAGE026
Taking the center of each grid as an initial centroid;
the step is distinguished from the traditional K-means clustering method, wherein the traditional K-means algorithm is random selection
Figure 366925DEST_PATH_IMAGE011
The point is taken as the initial centroid, but in doing so, the set of centroids cannot be made to correspond to the grid that was previously assigned, and therefore, in the preferred embodiment of the present invention, the point is taken as the initial centroid
Figure 333744DEST_PATH_IMAGE011
The center of each mesh serves as the initial centroid.
Step 2.3.4, calculate each address coordinate to
Figure 574233DEST_PATH_IMAGE011
Distance of initial centroid
Figure 259292DEST_PATH_IMAGE028
(ii) a According to the distance
Figure 859907DEST_PATH_IMAGE028
Ordering the initial centroids in a small-to-large order;
in the preferred embodiment of the invention, the Euclidean distance is selected to calculate the coordinate of each address to
Figure 681232DEST_PATH_IMAGE011
Distance of initial centroid
Figure 561463DEST_PATH_IMAGE028
The following relational expression is satisfied:
Figure DEST_PATH_IMAGE058
in the formula (I), the compound is shown in the specification,
Figure 100002_DEST_PATH_IMAGE059
is as follows
Figure 156655DEST_PATH_IMAGE002
Coordinates of the initial centroid;
step 2.3.5, from either centroid
Figure 311693DEST_PATH_IMAGE030
Initially, the centroid to which each address coordinate belongs is determined, i.e., the centroid is
Figure 987525DEST_PATH_IMAGE030
Corresponding to the first in the grid
Figure 819084DEST_PATH_IMAGE013
Clustering number of operators of different service types
Figure 213156DEST_PATH_IMAGE032
With the center of mass
Figure 906305DEST_PATH_IMAGE030
Corresponding to the first in the grid
Figure 702223DEST_PATH_IMAGE013
Number of operators assigned to different types of services
Figure 203218DEST_PATH_IMAGE014
And (3) comparison: when the number of clusters is
Figure 819007DEST_PATH_IMAGE032
Less than or equal to the number of allocations
Figure 315848DEST_PATH_IMAGE014
If so, all the operators corresponding to the address coordinates are distributed to the grids corresponding to the centroid; when the number of clusters is
Figure 966272DEST_PATH_IMAGE032
Greater than the number of dispenses
Figure 139633DEST_PATH_IMAGE014
Then jump to the next centroid
Figure 508298DEST_PATH_IMAGE033
And repeating step 2.3.5; wherein the next centroid
Figure 543250DEST_PATH_IMAGE033
Ordered in the centroid
Figure 48180DEST_PATH_IMAGE034
Then;
step 2.3.5 is different from the traditional K-means algorithm, in the traditional K-means algorithm, the set to which the centroid belongs is divided by directly judging the centroid to which each data point is closest, and the final set, namely the grid, is probably caused by the fact that the number of people distributed exceeds or is not enough to balance the number of people, so that the step is improved.
2.3.6, when power supply service area
Figure 100002_DEST_PATH_IMAGE061
The business repair workers are all assigned to
Figure 362749DEST_PATH_IMAGE011
After each trellis, recalculating to obtain
Figure 687551DEST_PATH_IMAGE011
A new centroid;
step 2.3.7, when
Figure 775462DEST_PATH_IMAGE026
If the distance between the new centroid and the original centroid is smaller than a preset threshold value or the number of repair workers in each grid is not changed after redistribution, judging that the clustering reaches an end condition; otherwise, steps 2.3.4 to 2.3.7 are repeated.
And 3, acquiring the information of the business work order processing personnel and the service request information in each grid.
Specifically, in step 3, the customer service staff information includes: the number, service field and state of the belonging grid; the worker information includes: the number, service field, position, estimated time consumption and state of the grid;
wherein the state comprises idle and non-idle;
the service request information includes: user address, number of the grid, application time and service type.
Step 4, collecting service request information in each grid in a set monitoring time interval so as to monitor the state of each grid; acquiring the grid information in an abnormal state, and entering step 5; and acquiring the grid information in a normal state and entering the step 6.
Specifically, step 4 includes:
step 4.1, calculate
Figure 400478DEST_PATH_IMAGE002
Average of historical data of service requests within a grid
Figure 666375DEST_PATH_IMAGE035
And standard deviation of
Figure 744052DEST_PATH_IMAGE036
；
Step 4.2, collecting the first time in a set monitoring time interval
Figure 874469DEST_PATH_IMAGE002
Number of service requests in individual grid
Figure 353992DEST_PATH_IMAGE038
And calculate
Figure 790789DEST_PATH_IMAGE039
(ii) a When in use
Figure 355763DEST_PATH_IMAGE040
When it is, it is determined to be
Figure 785476DEST_PATH_IMAGE002
If the grid has abnormal state, repeating step 4.2 after shortening the monitoring time interval, and if the grid still judges that the grid has abnormal state
Figure 385085DEST_PATH_IMAGE002
If the grid has an abnormal state, entering step 5;
when in use
Figure DEST_PATH_IMAGE063
When it is, it is determined to be
Figure 461625DEST_PATH_IMAGE002
The individual grids are in the normal state and proceed to step 6.
Further, in step 4.2, the set monitoring time interval is taken to be 30 minutes, th
Figure 999048DEST_PATH_IMAGE002
When each grid has an abnormal state, shortening the monitoring time interval to 10 minutes;
service requests include, but are not limited to, requests for a checklist; when an emergency accident occurs, the number of requests for repair services increases, so that the condition of the work order for monitoring is emphasized.
User service requirements are generally associated with equipment failure, and the failure condition of the equipment can be treated approximately as a random number. It is in accordance with
Figure DEST_PATH_IMAGE065
Criterion, assuming a group of detected data meets random rule, when one data exceeds
Figure 452026DEST_PATH_IMAGE065
The value is generally considered to be an abnormal value.
Figure DEST_PATH_IMAGE067
The principle is as follows:
Figure DEST_PATH_IMAGE068
the value is distributed in
Figure DEST_PATH_IMAGE070
The probability of (1) is 0.6872;
Figure DEST_PATH_IMAGE071
the value is distributed in
Figure DEST_PATH_IMAGE072
The probability of (1) is 0.9545;
Figure DEST_PATH_IMAGE073
the value is distributed in
Figure DEST_PATH_IMAGE074
The probability of (1) is 0.9973.
Step 5, taking the service request with the highest frequency in the abnormal grid as an abnormal point, and scheduling the peripheral grid of the abnormal point to provide service; and adding the abnormal grid number into the information of the business work order processing personnel providing services for the abnormal grid.
Specifically, step 5 comprises:
step 5.1, acquiring grid numbers in an abnormal state and address information in a work order using request in the abnormal grid;
step 5.2, performing word segmentation and word frequency statistics on the address information, and extracting the address information with the highest occurrence frequency as an abnormal point coordinate;
step 5.3, taking the coordinate of the abnormal point as the center of a circle, taking the coordinate from the abnormal point to the center of the abnormal grid as an initial radius value, and taking one half of the initial radius valueThe radius value is a step length, and the abnormal point service area is continuously expanded until the number of grids in the abnormal point service area reaches
Figure 185102DEST_PATH_IMAGE043
(ii) a Wherein the number of grids in the abnormal point service area
Figure 963702DEST_PATH_IMAGE043
Satisfies the following relation:
Figure 486956DEST_PATH_IMAGE044
in the formula (I), the compound is shown in the specification,
Figure 9205DEST_PATH_IMAGE035
is the average of the historical data requested by the inspection order within the anomaly grid,
Figure 317826DEST_PATH_IMAGE045
requesting times for the work order for use in the abnormal grid;
and 5.4, changing the grid information in the abnormal point service area, namely adding the abnormal grid number into the grid numbers of the customer service personnel information and the operator information which provide services for the abnormal grid respectively.
And 6, screening the service work order processing personnel from the power supply service area, and distributing the work order to the screened service work order processing personnel according to the service request information.
Specifically, step 6 includes:
step 6.1, arranging each work order according to the application time sequence of the service request;
step 6.2, determining the distribution mode of each work order according to the service type of the service request, comprising the following steps: distributing the customer service work order to customer service personnel; the business expansion work order is distributed to the operating personnel; distributing the electric charge work order to the operator; the measurement work order is distributed to the operating personnel;
step 6.3, screening service work order processing personnel with abnormal grid numbers in the information from the power supply service area as processing personnel of each work order;
step 6.4, the work order assignment is carried out on the personnel screened in the step 6.3 according to the distribution mode determined in the step 6.2, and the work order assignment method comprises the following steps:
when the state in the screened customer service staff information is idle, the customer service work order is distributed to the customer service staff in the idle state; otherwise, sending the customer service work order into a waiting area, and performing work order assignment after waiting for the customer service staff in an idle state;
when the state in the screened first operator information is idle, calculating the time of the first operator reaching the service request address according to the distance between the first operator address and the service request address
Figure 267328DEST_PATH_IMAGE046
(ii) a At the same time, a second operator closest to the service request address is searched from all the operators, and the time of the second operator reaching the service request address is calculated
Figure DEST_PATH_IMAGE076
And obtaining the predicted time consumption of the second operator
Figure 513763DEST_PATH_IMAGE049
If, if
Figure 574123DEST_PATH_IMAGE050
If not, assigning the work order to a second operator; the estimated time consumption is an estimated value of time for completing the task, which is fed back in the system according to the task condition after the order of the operating personnel is received;
and when the state in the screened first operator information is not idle, sending the customer service work order into a waiting area, and performing the work order assignment flow after waiting for the operator in the idle state.
And 7, finishing the work order by the service work order processing personnel and generating work order processing details.
Specifically, step 7 includes:
step 7.1, the customer service staff modifies the state in the staff information according to the condition of the assigned work order; the operator modifies the state, address and predicted time consumption in the personnel information according to the condition of the assigned work order;
and 7.2, supplementing cost information in the work order after the work order is processed, and generating work order processing details.
Electric power customer service work order processing system based on meshing system monitoring includes: the system comprises a gridding monitoring module, a service personnel information module and a service work order processing module;
the grid monitoring module is used for carrying out grid division on a power supply service area and acquiring information of each grid and service request information in each grid; monitoring the state of each grid according to service request information in each grid within a set monitoring time interval;
the service staff information module is used for distributing service work order processing staff to each grid according to the number of users in each grid and storing the information of the service work order processing staff in each grid;
the service work order processing module is used for determining a service request with the highest frequency in an abnormal grid as an abnormal point according to the abnormal grid information sent by the gridding monitoring module, scheduling peripheral grids of the abnormal point to provide service, and sending the scheduled grid information to the service staff information module; and the system is also used for screening business work order processing personnel from the power supply service area, distributing work orders to the screened business work order processing personnel according to the service request information, finishing the work orders by the business work order processing personnel and generating work order processing details.
The work flow of the power customer business work order processing system based on grid system monitoring is shown in fig. 2.
Compared with the prior art, the invention has the beneficial effects that:
1. the information of the client, the customer service staff and the operating staff is managed in a gridding manner, so that the integration from the customer service staff to the operating staff is provided for the client, the service is omnibearing, the service staff which is most suitable for the customer service requirement is matched, and the high-quality service is effectively provided in time;
2. whether an emergency happens can be found out in time by monitoring the work order state of the customer service center, and business personnel around the place where the emergency happens can be dispatched quickly to provide assistance by virtue of grid management;
3. by adding cost statistics in the work order state, the time cost and the consumable cost of each service can be conveniently recorded, and the final accounting of the property cost flow is facilitated.
The present applicant has described and illustrated embodiments of the present invention in detail with reference to the accompanying drawings, but it should be understood by those skilled in the art that the above embodiments are merely preferred embodiments of the present invention, and the detailed description is only for the purpose of helping the reader to better understand the spirit of the present invention, and not for limiting the scope of the present invention, and on the contrary, any improvement or modification made based on the spirit of the present invention should fall within the scope of the present invention.

Claims (13)

1. A power customer service work order processing method based on grid system monitoring is characterized in that,
the method comprises the following steps:
step 1, carrying out grid division on a power supply service area and acquiring information of each grid;
step 2, distributing business work order processing personnel to each grid according to the number of users in each grid;
step 3, obtaining information of business work order processing personnel and service request information in each grid;
step 4, collecting service request information in each grid in a set monitoring time interval so as to monitor the state of each grid; acquiring the grid information in an abnormal state, and entering step 5; acquiring grid information in a normal state, and entering step 6;
step 5, taking the service request with the highest frequency in the abnormal grid as an abnormal point, and scheduling the peripheral grid of the abnormal point to provide service; adding the abnormal grid number to the information of the business work order processing personnel providing service for the abnormal grid;
step 6, screening business work order processing personnel from the power supply service area, and distributing work orders to the screened business work order processing personnel according to the service request information;
and 7, finishing the work order by the service work order processing personnel and generating work order processing details.
2. The grid-based system monitoring power customer service work order processing method according to claim 1,
the step 1 comprises the following steps:
step 1.1, numbering each power supply station in a power supply service area, and collecting position coordinates of each power supply station;
step 1.2, collecting user information in a power supply service area, and determining a power supply station to which a user belongs according to the user information;
step 1.3, taking each power supply station as a grid center, taking all users belonging to the power supply station as a grid range, and carrying out grid division;
step 1.4, constructing grid information including grid numbers and grid center coordinates; the grid number is the number of each power supply station, and the grid center coordinate is the position coordinate of each power supply station;
step 1.5, adding the information of the grid to which the user belongs to the user information;
step 1.6, when the power supply in the power supply service area is changed, repeating the steps 1.1 to 1.3, and changing the grid division;
and 1.7, repeating the steps 1.2 to 1.5 when the users in the power supply service area are changed, and changing the grid division.
3. The grid-based system monitoring power customer service work order processing method according to claim 2,
in step 1.2, the user information includes: the number of a house, the name of a house, the power supply station, the address, the power consumption type, the contract capacity and the operation capacity.
4. The grid-based system monitoring power customer service work order processing method according to claim 1,
in step 2, the business work order processing personnel comprise customer service personnel and operating personnel; wherein, the operation personnel divide according to the business category, include: business expansion work order operating personnel, electric charge work order operating personnel, metering work order operating personnel, inspection work order operating personnel and customer service work order operating personnel.
5. The grid-based system monitoring power customer service work order processing method according to claim 4,
the step 2 comprises the following steps:
step 2.1, according to
Figure 981503DEST_PATH_IMAGE002
Number of users within a grid
Figure 849708DEST_PATH_IMAGE004
Total number of users in power supply service area
Figure 98287DEST_PATH_IMAGE006
To the ratio of
Figure DEST_PATH_IMAGE007
Distribution of customer service personnel within a grid
Figure 431179DEST_PATH_IMAGE008
Satisfies the following relation:
Figure DEST_PATH_IMAGE009
wherein P is the total number of the customer service personnel in the power supply service area,
Figure 166923DEST_PATH_IMAGE010
，
Figure 458227DEST_PATH_IMAGE012
the total number of grids in the power supply service area;
step 2.2, according to
Figure 944834DEST_PATH_IMAGE007
Number of users within a grid
Figure 612576DEST_PATH_IMAGE014
The proportion of the total number M of users in the power supply service area to the second
Figure 750296DEST_PATH_IMAGE016
Within a grid
Figure 212502DEST_PATH_IMAGE018
Number of kinds of business workers
Figure DEST_PATH_IMAGE019
Satisfies the following relation:
Figure 153782DEST_PATH_IMAGE020
in the formula (I), the compound is shown in the specification,
Figure DEST_PATH_IMAGE021
to the first in the power supply service area
Figure DEST_PATH_IMAGE023
The total number of the business workers;
Figure 50980DEST_PATH_IMAGE024
，
Figure 43207DEST_PATH_IMAGE026
total number of service types in service area for power supplyAn amount;
Figure 676314DEST_PATH_IMAGE010
，
Figure 386781DEST_PATH_IMAGE012
the total number of grids in the power supply service area;
step 2.3, based on the improved K-means clustering method to the second
Figure 380013DEST_PATH_IMAGE016
Distribution quantity of j-th service operators in each grid
Figure 492326DEST_PATH_IMAGE019
Making an adjustment to obtain
Figure 296334DEST_PATH_IMAGE016
Number of j-th service operators in each grid
Figure DEST_PATH_IMAGE027
。
6. The grid-based system monitoring power customer service work order processing method according to claim 5,
step 2.3 comprises:
step 2.3.1, the total number N of grids in the power supply service area is the number of categories;
step 2.3.2, obtaining the power supply service area
Figure DEST_PATH_IMAGE029
Address coordinate of jth kind of affair operating personnel
Figure 182513DEST_PATH_IMAGE030
(ii) a Wherein the subscript k indicates the kth operator of the jth service,
Figure DEST_PATH_IMAGE031
；
step 2.3.3, taking the center of the N grid as an initial centroid;
step 2.3.4, calculating the distance from each address coordinate to the N initial centroid
Figure 917119DEST_PATH_IMAGE032
(ii) a According to the distance
Figure 883938DEST_PATH_IMAGE034
Ordering the initial centroids in a small-to-large order;
step 2.3.5, from either centroid
Figure DEST_PATH_IMAGE035
Initially, the centroid to which each address coordinate belongs is determined, i.e., the centroid is
Figure DEST_PATH_IMAGE037
The cluster number of the operators corresponding to the jth service type in the grid
Figure 544333DEST_PATH_IMAGE039
With the center of mass
Figure 963813DEST_PATH_IMAGE037
The number of the operators corresponding to the jth service type in the grid
Figure 315160DEST_PATH_IMAGE019
And (3) comparison: when the number of clusters is
Figure 385753DEST_PATH_IMAGE039
Less than or equal to the number of allocations
Figure 797143DEST_PATH_IMAGE019
If so, all the operators corresponding to the address coordinates are distributed to the grids corresponding to the centroid; when the number of clusters is
Figure 438340DEST_PATH_IMAGE039
Greater than the number of dispenses
Figure 327799DEST_PATH_IMAGE019
Then jump to the next centroid
Figure 19942DEST_PATH_IMAGE040
And repeating step 2.3.5; wherein the next centroid
Figure 602233DEST_PATH_IMAGE040
Ordered in the centroid
Figure DEST_PATH_IMAGE041
Then;
2.3.6, when power supply service area
Figure 465147DEST_PATH_IMAGE029
First name
Figure DEST_PATH_IMAGE043
The kind of service operator has been assigned to
Figure 876406DEST_PATH_IMAGE012
After each trellis, recalculating to obtain
Figure DEST_PATH_IMAGE045
A new centroid;
step 2.3.7, when
Figure DEST_PATH_IMAGE046
The distance between the new centroid and the original centroid is smaller than a preset threshold value, or the new centroid and the original centroid are redistributed to be in the first grid
Figure 109808DEST_PATH_IMAGE043
The number of the operators in the kind of business is notIf the cluster is changed again, judging that the cluster reaches an end condition; otherwise, steps 2.3.4 to 2.3.7 are repeated.
7. The grid-based system monitoring power customer service work order processing method according to claim 4,
in step 3, the customer service staff information includes: the number, service field and state of the belonging grid; the worker information includes: the number, service field, position, estimated time consumption and state of the grid;
wherein the state comprises idle and non-idle;
the service request information includes: user address, number of the grid, application time and service type.
8. The grid-based system monitoring power customer service work order processing method according to claim 1,
step 4 comprises the following steps:
step 4.1, calculate
Figure 863001DEST_PATH_IMAGE002
Average of historical data of service requests within a grid
Figure DEST_PATH_IMAGE047
And standard deviation of
Figure DEST_PATH_IMAGE048
；
Step 4.2, collecting the first time in a set monitoring time interval
Figure 931320DEST_PATH_IMAGE016
Number of service requests in individual grid
Figure DEST_PATH_IMAGE049
And calculate
Figure DEST_PATH_IMAGE050
(ii) a When in use
Figure DEST_PATH_IMAGE051
When it is, it is determined to be
Figure 585417DEST_PATH_IMAGE016
If the grid has abnormal state, repeating step 4.2 after shortening the monitoring time interval, and if the grid still judges that the grid has abnormal state
Figure 235841DEST_PATH_IMAGE016
If the grid has an abnormal state, entering step 5;
when in use
Figure DEST_PATH_IMAGE052
When it is, it is determined to be
Figure 815727DEST_PATH_IMAGE016
The individual grids are in the normal state and proceed to step 6.
9. The grid-based system monitoring power customer service work order processing method according to claim 8,
in step 4.2, the set monitoring time interval is taken to be 30 minutes, the first
Figure 184392DEST_PATH_IMAGE016
When each grid has an abnormal state, shortening the monitoring time interval to 10 minutes; the service request comprises a work order request.
10. The grid-based system monitoring power customer service work order processing method according to claim 9,
the step 5 comprises the following steps:
step 5.1, acquiring grid numbers in an abnormal state and address information in a work order using request in the abnormal grid;
step 5.2, performing word segmentation and word frequency statistics on the address information, and extracting the address information with the highest occurrence frequency as an abnormal point coordinate;
and 5.3, taking the coordinate of the abnormal point as the center of a circle, taking the coordinate from the abnormal point to the center coordinate of the abnormal grid as an initial radius value, taking one half of the radius value as a step length, and continuously expanding the service area of the abnormal point until the number of grids in the service area of the abnormal point reaches
Figure DEST_PATH_IMAGE053
(ii) a Wherein the number of grids in the abnormal point service area
Figure 435988DEST_PATH_IMAGE053
Satisfies the following relation:
Figure DEST_PATH_IMAGE054
in the formula (I), the compound is shown in the specification,
Figure DEST_PATH_IMAGE055
is the average of the historical data requested by the inspection order within the anomaly grid,
Figure DEST_PATH_IMAGE056
requesting times for the work order for use in the abnormal grid;
and 5.4, changing the grid information in the abnormal point service area, namely adding the abnormal grid number into the grid numbers of the customer service personnel information and the operator information which provide services for the abnormal grid respectively.
11. The grid-based system monitoring power customer service work order processing method according to claim 1,
the step 6 comprises the following steps:
step 6.1, arranging each work order according to the application time sequence of the service request;
step 6.2, determining the distribution mode of each work order according to the service type of the service request, comprising the following steps: distributing the customer service work order to customer service personnel; the business expansion work order is distributed to the operating personnel; distributing the electric charge work order to the operator; the measurement work order is distributed to the operating personnel;
step 6.3, screening service work order processing personnel with abnormal grid numbers in the information from the power supply service area as processing personnel of each work order;
step 6.4, the work order assignment is carried out on the personnel screened in the step 6.3 according to the distribution mode determined in the step 6.2, and the work order assignment method comprises the following steps:
when the state in the screened customer service staff information is idle, the customer service work order is distributed to the customer service staff in the idle state; otherwise, sending the customer service work order into a waiting area, and performing work order assignment after waiting for the customer service staff in an idle state;
when the state in the screened first operator information is idle, calculating the time of the first operator reaching the service request address according to the distance between the first operator address and the service request address
Figure DEST_PATH_IMAGE057
(ii) a At the same time, a second operator closest to the service request address is searched from all the operators, and the time of the second operator reaching the service request address is calculated
Figure DEST_PATH_IMAGE059
And obtaining the predicted time consumption of the second operator
Figure DEST_PATH_IMAGE060
If, if
Figure DEST_PATH_IMAGE061
If not, assigning the work order to a second operator; the estimated time consumption is an estimated value of time for completing the task, which is fed back in the system according to the task condition after the order of the operating personnel is received;
and when the state in the screened first operator information is not idle, sending the customer service work order into a waiting area, and performing the work order assignment flow after waiting for the operator in the idle state.
12. The grid-based system monitoring power customer service work order processing method according to claim 11,
the step 7 comprises the following steps:
step 7.1, the customer service staff modifies the state in the staff information according to the condition of the assigned work order; the operator modifies the state, address and predicted time consumption in the personnel information according to the condition of the assigned work order;
and 7.2, supplementing cost information in the work order after the work order is processed, and generating work order processing details.
13. The electric power customer service work order processing system realized by the electric power customer service work order processing method based on grid system monitoring of any one of the claims 1 to 12,
the system comprises: the system comprises a gridding monitoring module, a service personnel information module and a service work order processing module;
the gridding monitoring module is used for carrying out grid division on a power supply service area and acquiring information of each grid and service request information in each grid; monitoring the state of each grid according to service request information in each grid within a set monitoring time interval;
the business personnel information module is used for distributing business work order processing personnel to each grid according to the number of users in each grid and storing the information of the business work order processing personnel in each grid;
the business work order processing module is used for determining a service request with the highest frequency in an abnormal grid as an abnormal point according to the abnormal grid information sent by the gridding monitoring module, scheduling peripheral grids of the abnormal point to provide service, and sending the scheduled grid information to the business personnel information module; and the system is also used for screening business work order processing personnel from the power supply service area, distributing work orders to the screened business work order processing personnel according to the service request information, finishing the work orders by the business work order processing personnel and generating work order processing details.
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