CN114118841A - Customer service manpower monitoring method and device - Google Patents
Customer service manpower monitoring method and device Download PDFInfo
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Abstract
The application discloses a customer service manpower monitoring method and a customer service manpower monitoring device, wherein the customer service manpower monitoring method comprises the following steps: the method comprises the steps of obtaining attendance information of each customer service in each time period, counting the manpower information of all the customer services in each time period according to the attendance information of each time period of each customer service, counting the manpower information of each customer service team according to the attendance information of each time period of each customer service in each customer service team, and finally displaying the manpower information of all the customer services in each time period and the manpower information of each customer service team. Therefore, the attendance information of each customer service is collected, and all the customer service manpower information in each time period and the manpower information of each customer service team are automatically counted, so that the management team can timely know the attendance conditions and the manpower information of all the customer services, and can timely schedule the customer service staff according to the manpower resource distribution condition.
Description
Technical Field
The application relates to the field of e-commerce-customer service background operation, in particular to a customer service manpower monitoring method and device.
Background
In the age of information development, online consumption and online transaction are more and more common, and customers can consult customer service for understanding commodities. For some companies or groups, the group of customer services is very large because there are many customer services for many consulting channels, such as hotline, online, etc., and for some popular products, more customer services are needed to provide customer consultation. Meanwhile, the management pressure of the customer service management team on a plurality of customer services is getting bigger and bigger, and at present, the customer service management team collects the customer service attendance data exported by each system through a line and further manually summarizes the data to know the manpower condition of the customer service team and the specific attendance condition of each customer service.
However, in such a way of knowing the customer service manpower offline, the management team cannot timely know the attendance information of multiple customer service teams or multiple dimensions of the customer service, so that the customer service manpower information has serious hysteresis and the customer service staff cannot be timely scheduled according to the human resource distribution condition.
Disclosure of Invention
In view of the above problems, the present application is provided to provide a method and an apparatus for customer service manpower monitoring, so as to enable a manager to know the distribution situation of customer service manpower resources in time.
In order to achieve the above object, the following specific solutions are proposed:
a method of customer service human monitoring, comprising:
acquiring attendance information of each customer service in each time period;
according to the attendance information of each customer service in each time period, counting the manpower information of all the customer services in each time period;
counting the manpower information of each customer service team according to the attendance information of each customer service in each customer service team in each time period;
and displaying the manpower information of all the customer services in each time interval and the manpower information of each customer service team.
Optionally, the obtaining attendance information of each customer service in each time period includes:
and respectively acquiring scheduling information, attendance information, sign-in information, leave-on information and overtime information of each customer service in each time period as attendance checking information.
Optionally, the attendance information of each customer service in each time period is obtained by counting the manpower information of all the customer services in each time period, and the method includes:
counting the total attendance amount, the total scheduling amount, the total signing amount, the total asking for leave amount and the total overtime amount of all the customer services in each time period based on the attendance information, the scheduling information, the signing-in information, the asking for leave information and the overtime information in the attendance information of each time period of each customer service;
dividing the total attendance of all the customer services in each time period by the total scheduling amount of all the customer services in each time period to obtain the total attendance rate of all the customer services in each time period;
and combining the total attendance amount, the total scheduling amount, the total signing amount, the total leave-on amount, the total overtime amount and the total attendance rate of all the customer services in each time interval to obtain the manpower information of all the customer services in each time interval.
Optionally, the counting the human information of each customer service team according to the attendance information of each customer service in each customer service team in each time period includes:
counting the total attendance amount, the total scheduling amount, the total signing amount, the total asking for leave amount and the total overtime amount of all the customer services in each customer service team in each time period based on the attendance information, scheduling information, signing-in information, asking for leave information and overtime information of each time period of each customer service in each customer service team;
dividing the total attendance of all the customer services in each customer service team in each time period by the total scheduling amount of all the customer services in each customer service team in each time period to obtain the total attendance rate of all the customer services in each customer service team in each time period;
and combining the total attendance amount, the total scheduling amount, the total check-in amount, the total leave-on amount, the total overtime amount and the total attendance rate of all the customer services in each customer service team in each time period to obtain the manpower information of each customer service team.
Optionally, the customer service manpower monitoring method further includes:
acquiring scheduling information, attendance information, sign-in information, leave-on information and overtime information of each customer service at the current moment;
and summarizing the scheduling information, attendance information, sign-in information, leave-on information and overtime information of each customer service at the current moment to obtain and display a personal attendance list of the customer service.
Optionally, after collecting scheduling information, attendance information, check-in information, leave information, and overtime information of each customer service up to the current time, and obtaining and displaying a personal attendance list of the customer service, the method further includes:
counting the number of the scheduling people, the number of the attendance people, the number of the signing people, the number of the leave-on people and the number of the overtime people in each customer service team up to the current moment based on the scheduling information, the attendance information, the signing-in information, the leave-on information and the overtime information of each customer service team up to the current moment;
dividing the number of the attendance in each customer service team up to the current time by the number of the scheduling personnel in each customer service team up to the current time to obtain the attendance rate of each customer service team up to the current time;
subtracting the number of the people who go out of the office in each customer service team at the current time from the number of the people who go out of the office in each customer service team at the current time to obtain the number of the people who are out of the office in each customer service team at the current time;
and summarizing the number of the scheduled people, the number of the attendance, the number of the absent people, the number of the signed-in people, the number of the leave-on people, the number of the overtime people and the attendance rate of each customer service team at the current moment to obtain and display a customer service team attendance summary table.
An apparatus for customer service human monitoring, comprising:
the attendance information acquisition unit is used for acquiring attendance information of each customer service in each time period;
the first human information counting unit is used for counting human information of all customer services in each time period according to the attendance information of each time period of each customer service;
the second manpower information counting unit is used for counting the current manpower information of each customer service team according to the attendance information of each customer service in each customer service team in each time period;
and the manpower information display unit is used for displaying the manpower information of all the customer services in each time interval and the manpower information of each customer service team.
Optionally, the attendance information obtaining unit includes:
and the first attendance information acquisition subunit is used for respectively acquiring the scheduling information, attendance information, leave-on information and attendance information of each customer service in each time interval as attendance information.
Optionally, the first human information statistic unit includes:
the first attendance information statistical unit is used for counting the total attendance amount, the total scheduling amount, the total signing amount, the total asking for leave amount and the total overtime amount of all the customer services in each time period based on the attendance information, the scheduling information, the signing information, the asking for leave information and the overtime information in the attendance information of each time period of each customer service;
the first total attendance calculation unit is used for dividing the total attendance of all the customer services in each time interval by the total scheduling amount of all the customer services in each time interval to obtain the total attendance of all the customer services in each time interval;
and the first manpower information combination unit is used for combining the total attendance amount, the total scheduling amount, the total sign-in amount, the total leave-on amount, the total overtime amount and the total attendance rate of all the customer services in each time interval to obtain the manpower information of all the customer services in each time interval.
Optionally, the second human information statistics unit includes:
the second attendance information statistical unit is used for counting the total attendance amount, the total scheduling amount, the total signing amount, the total asking for leave amount and the total overtime amount of all the customer services in each customer service team in the current time period based on the attendance information, the scheduling information, the signing information, the asking for leave information and the overtime information of each customer service in each customer service team in the current time period;
a second total attendance calculation unit, configured to divide the total attendance amount of all the customer services in each customer service team in the current time period by the total scheduling amount of all the customer services in each customer service team in the current time period, to obtain the total attendance rate of all the customer services in each customer service team in the current time period;
and the second human information combination unit is used for combining the total attendance amount, the total scheduling amount, the total sign-in amount, the total leave-on amount, the total overtime amount and the total attendance rate of all the customer services in each customer service team in the current time period to obtain the current human information of each customer service team.
Optionally, the customer service manpower monitoring device further includes:
the current attendance information acquisition unit is used for acquiring scheduling information, attendance information, sign-in information, leave-on information and overtime information of each customer service at the current moment;
and the personal attendance information summarizing unit is used for summarizing the scheduling information, attendance information, leave-on information and overtime information of each customer service at the current moment to obtain and display a customer service personal attendance list.
Optionally, the team attendance information summarizing unit further includes:
the third attendance information statistical unit is used for counting the number of the people who schedule, the number of the people who visit, the number of the people who sign, the number of the people who ask for the people and the number of the people who attend the work in each customer service team at the current moment based on the schedule information, the attendance information, the sign-in information, the sign-out information and the work-attendance information of each customer service team which intercept the current moment after the schedule information, the attendance information, the sign-in information and the work-attendance information of each customer service team at the current moment are summarized and displayed;
the attendance calculation unit is used for dividing the number of attendance in each customer service team up to the current time by the number of scheduling personnel in each customer service team up to the current time to obtain the attendance of each customer service team up to the current time;
the absent number calculating unit is used for subtracting the number of the attendance in each customer service team up to the current time from the number of the scheduling people in each customer service team up to the current time to obtain the number of the absent number in each customer service team up to the current time;
and the team attendance information summarizing unit is used for summarizing the number of the people who are scheduled to work, the number of the people who are out of work, the number of the people who are absent from work, the number of the people who sign in, the number of the people who ask for leave, the number of the people who are over work and the attendance rate of each customer service team at the current moment, and obtaining and displaying a customer service team attendance summary table.
By means of the technical scheme, the method for monitoring the customer service manpower obtains the attendance information of each customer service in each time period, statistics is carried out on the manpower information of all the customer services in each time period according to the attendance information of each time period of each customer service, statistics is carried out on the manpower information of each customer service team according to the attendance information of each time period of each customer service in each customer service team, and finally the manpower information of all the customer services in each time period and the manpower information of each customer service team are displayed. Therefore, the attendance information of each customer service is collected, and all the customer service manpower information in each time period and the manpower information of each customer service team are automatically counted, so that the management team can timely know the attendance conditions and the manpower information of all the customer services, and can timely schedule the customer service staff according to the manpower resource distribution condition.
Drawings
Various other advantages and benefits will become apparent to those of ordinary skill in the art upon reading the following detailed description of the preferred embodiments. The drawings are only for purposes of illustrating the preferred embodiments and are not to be construed as limiting the application. Also, like reference numerals are used to refer to like parts throughout the drawings. In the drawings:
FIG. 1 is a schematic flow chart illustrating a method for customer service human monitoring according to an embodiment of the present disclosure;
FIG. 2 is a schematic diagram illustrating human information of each customer service team according to an embodiment of the present disclosure;
FIG. 3 is a schematic diagram illustrating human information of all customer services in a time interval according to an embodiment of the present disclosure;
FIG. 4 is a schematic structural diagram of a customer service human monitoring apparatus according to an embodiment of the present disclosure;
fig. 5 is a schematic structural diagram of customer service manpower monitoring equipment according to an embodiment of the present application.
Detailed Description
The technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
The scheme can be realized based on a terminal with data processing capacity, and the terminal can be a mobile phone, a computer, a server, a cloud terminal and the like.
Next, as described in conjunction with fig. 1, the method for customer service manpower monitoring of the present application may include the following steps:
and step S110, obtaining attendance information of each customer service in each time period.
Specifically, the attendance information of each time period of each customer service may be scheduling information, attendance information, check-in information, leave information, and overtime information of each time period of each customer service. The scheduling information, the attendance information, the sign-in information, the leave-asking information and the overtime information can be respectively obtained from a scheduling system, an attendance system, a sign-in system, a leave-asking system and an overtime system.
Each time interval may be a time interval which is half an hour apart from the hour of the hour, or a time interval which is one hour apart from the hour of the.
And step S120, counting the manpower information of all the customer services in each time period according to the attendance information of each time period of each customer service.
Specifically, the human information of all customer services in each time period of the day may be counted based on the attendance information of each customer service in each time period of the day, or the human information of all customer services in a fixed time period of the month may be counted based on the attendance information of each customer service in the fixed time period of the month.
And S130, counting the manpower information of each customer service team according to the attendance information of each customer service in each customer service team in each time period.
Specifically, an example is shown in fig. 2, and fig. 2 shows a schematic diagram showing human information of each customer service team according to an embodiment of the present application. Fig. 2 shows the manpower information of four service teams, wherein the manpower information includes the scheduling amount, the attendance amount, the check-in amount, the leave-on amount, the shift-in amount and the attendance rate, and in a default state, the manpower information of the current time period is displayed, and the manager can independently select other time periods for each service team so as to check the manpower information of the service team in other time periods.
And step S140, displaying the manpower information of all the customer services in each time interval and the manpower information of each customer service team.
Specifically, the manpower information of all customer services and the manpower information of each customer service team in each time period can be displayed in a table form, and the manpower information of all customer services and the manpower information of each customer service team in each time period can be displayed on the same display page.
According to the method for monitoring the customer service manpower, the attendance information of each customer service in each time period can be obtained, the manpower information of all the customer services in each time period is counted according to the attendance information of each time period of each customer service, the manpower information of each customer service team is counted according to the attendance information of each time period of each customer service in each customer service team, and the manpower information of all the customer services in each time period and the manpower information of each customer service team are finally displayed. Therefore, the attendance information of each customer service is collected, and all the customer service manpower information in each time period and the manpower information of each customer service team are automatically counted, so that the management team can timely know the attendance conditions and the manpower information of all the customer services, and can timely schedule the customer service staff according to the manpower resource distribution condition.
In some embodiments of the present application, a process of acquiring attendance information of each customer service in each time period in the above step S110 is described, where the process may include:
and respectively acquiring scheduling information, attendance information, sign-in information, leave-on information and overtime information of each customer service in each time period as attendance checking information.
Specifically, the scheduling information may be information on whether the customer service is scheduled to work in a certain period, the attendance information may be information on whether the customer service signs on work in a certain period, the sign-in information may be information on the time of sign-in of the customer service to work in a certain period, the leave-asking information may be information on whether the customer service asks for leave in a certain period, and the shift-adding information may be information on whether the customer service shifts on work in a certain period.
In the embodiment provided by the application, introduction is carried out on the attendance information of each time period for obtaining each customer service, so that the attendance information of multiple dimensions of the customer service is obtained, and management personnel can more comprehensively know the attendance condition of the customer service.
In some embodiments of the present application, a process of counting human information of all customer services in each time period according to the attendance information of each time period of each customer service in the step S120 is described, where the process may include:
and S1, counting the total attendance, total scheduling, total check-in, total leave-on and total overtime of all the customer services in each time interval.
Specifically, the total attendance amount, the total scheduling amount, the total signing amount, the total asking for leave amount and the total overtime amount of all the customer services in each time period can be counted based on the attendance information, the scheduling information, the signing-in information, the asking for leave information and the overtime information in the attendance information of each time period of each customer service.
The total attendance amount can be the total number of the clients who are scheduled to work in a certain period, the total attendance amount can be the total number of the clients who are checked in and checked out in real time in the scheduling period of the scheduled person in the certain period, the total number of the clients who are requested to be checked in and checked out in real time in the scheduling period of the certain period, the total number of the clients who are requested to be checked in and checked out in a certain period can be the total number of the clients who are scheduled to work in a certain period but pass the request for the dummy approval, and the total number of the clients who are not scheduled to work in a certain period but pass the request for the extra work approval can be the total number of the clients who are not scheduled to work in a certain period.
And S2, dividing the total attendance of all the customer services in each time interval by the total scheduling amount of all the customer services in each time interval to obtain the total attendance of all the customer services in each time interval.
Specifically, examples are as in working period 9: 00-10: 00, the check-in and card-punching information of 90 customer services is received, and actually 100 customer services are scheduled to be on duty in the work period, so the total attendance rate of all the customer services in the work period is 90/100 × 100% — 90%.
And S3, combining the total attendance, the total scheduling amount, the total check-in amount, the total leave-on amount, the total overtime amount and the total attendance rate of all the customer services in each time period to obtain the manpower information of all the customer services in each time period.
Specifically, fig. 3 shows an example, and fig. 3 shows a schematic diagram showing human information of all customer services in a time period provided by an embodiment of the present application. Fig. 3 shows in tabular form information of the shift amount, the attendance amount, the check-in amount, the leave amount, the attendance rate, and the overtime amount at each time period, which is a statistical object of all customer services.
In addition, if the attendance information of the customer service is changed at a certain moment, the manpower information can update data within a preset time after the moment.
In the embodiment provided by the application, the total attendance rate of all customer services is obtained based on the attendance information of each customer service, and the manpower information formed by each time period of each attendance dimension is collected. Therefore, the manager can know the distribution of the customer service manpower information in each time period without counting the attendance information of the customer service one by one.
In some embodiments of the present application, a process of counting the human information of each customer service team according to the attendance information of each customer service in each time period in each customer service team in the above step S120 is introduced, where the process may include:
and S1, counting the total attendance, total scheduling, total check-in, total leave-on and total overtime of all the customer services in each customer service team in each time period.
Specifically, the total attendance amount, the total scheduling amount, the total check-in amount, the total leave-on amount and the total overtime amount of all the customer services in each customer service team in each time period can be counted based on the attendance information, the scheduling information, the check-in information, the leave-on information and the overtime information of each time period of each customer service in each customer service team.
The total attendance amount can be the total number of the customer service staff scheduled to work in a certain period of time, the total attendance amount can be the total number of the customer service staff signed by the scheduled person in the certain period of time, the total sign-in amount can be the total number of the customer service staff signed in and signed out in real time in the scheduling period of the certain period of time, the total leave-asking amount can be the total number of the customer service staff scheduled to work in a certain period of time, but the total number of the customer service staff in the customer service staff approved by the leave-asking approval, and the total shift amount can be the total number of the customer service staff not scheduled to work in a certain period of time but approved by the leave-asking approval.
And S2, dividing the total attendance of all the customer services in each customer service team in each time period by the total scheduling amount of all the customer services in each customer service team in each time period to obtain the total attendance of all the customer services in each customer service team in each time period.
Specifically, examples are as in working period 9: 00-10: in 00, the check-in and card-punching information of 90 customer services of a certain customer service team is received, and actually 100 customer services of the customer service team are scheduled to be on duty in the work period, so that the total attendance rate of all the customer services of the work period of the customer service team is 90/100 × 100% — 90%.
And S3, combining the total attendance amount, the total scheduling amount, the total check-in amount, the total leave-on amount, the total overtime amount and the total attendance rate of all the customer services in each customer service team in each time period to obtain the manpower information of each customer service team.
Specifically, an example is shown in fig. 2, and fig. 2 shows a schematic diagram showing human information of each customer service team according to an embodiment of the present application. FIG. 2 shows, in tabular form, human information for four customer service teams. The total attendance amount, the total scheduling amount, the total attendance amount and the total attendance rate of all the customer services of each customer service team in a certain time period in the certain time period are respectively represented by the scheduling amount, the attendance checking amount and the attendance rate in the certain time period in each table. Since the manpower information of each time interval is counted, the manager can select any time interval provided in the table and check the manpower information of the time interval.
In addition, if the attendance information of the customer service is changed at a certain moment, the related manpower information updates data within a preset time after the moment.
In the embodiment provided by the application, the total attendance rate of all the customer service teams in each time period is obtained based on the attendance information of the customer services of different teams, and the attendance information is summarized into the manpower information of each time period of each customer service team. Therefore, the management personnel can obtain the distribution of the manpower information of the customer service team in each time period without counting the attendance information of each customer service in the customer service team one by one.
In some embodiments of the present application, in view of the fact that an administrator may need to check multi-dimensional attendance information of a customer service individual, an embodiment of the present application provides another method for monitoring customer service manpower, and on the basis of the foregoing embodiments, a process of summarizing the customer service individual attendance information may be further added after the step S140 of displaying the manpower information of all the customer services in each time period and the manpower information of each customer service team, specifically, the process of summarizing the customer service individual attendance information includes:
and S1, acquiring scheduling information, attendance information, sign-in information, leave-on information and overtime information of each customer service at the current moment.
Considering that scheduling information, attendance information, sign-in information and leave-on information which may be from a plurality of single-dimensional attendance systems respectively, attendance information of a plurality of dimensions of a current person needs to be collected from the attendance systems, and the attendance information can be updated in real time along with the state of each attendance dimension.
And S2, summarizing the scheduling information, attendance information, sign-in information, leave-on information and overtime information of each customer service at the current moment, and obtaining and displaying the personal attendance list of the customer service.
Specifically, the customer service personal attendance list may include all attendance dimensions, the first column may be a name of each customer service or a unique identifier representing each customer service, and the row corresponding to each customer service information may include personal information of the customer service or attendance information of the customer service.
In the embodiment provided by the application, the single-dimensional attendance information of each customer service is summarized into the multi-dimensional attendance information table, and a manager can timely know the attendance information of each customer service without counting the attendance information of the customer service one by one from a plurality of attendance systems.
In some embodiments of the present application, in consideration that an administrator may need to know the team attendance information of each customer service team in time in practice, an embodiment of the present application provides another method for monitoring customer service manpower, and on the basis of the foregoing embodiments, in this embodiment, a process of further adding the statistical customer service team attendance information after summarizing the scheduling information, attendance information, sign-in information, leave-asking information, and overtime information of each customer service team up to the current time in the above step S2 and obtaining and displaying a customer service individual attendance list is performed, specifically, the process of statistical customer service team attendance information includes:
s1, counting the number of the shift, the number of the attendance, the number of the check-in, the number of the leave and the number of the overtime in each customer service team.
Specifically, the number of the people who have scheduled the work, the number of the people who have signed the work, the number of the people who have asked for the work and the number of the people who have overtime can be counted based on the scheduling information, the attendance information, the sign-in information, the leave-out information and the overtime information of each customer service team at the current time, and the counted data can be updated in real time along with the change of the scheduling information, the attendance information, the sign-in information, the leave-in information and the overtime information.
And S2, dividing the number of the attendance in each customer service team up to the current time by the number of the scheduling personnel in each customer service team up to the current time to obtain the attendance rate of each customer service team up to the current time.
Specifically, examples are as follows at 11: 00 the number of the shift in a certain service team is 100, and when the shift in the service team receives the check-in and card-punching information of 10 service services of the service team, the attendance rate 10/100 × 100% of the service team up to the current time is 10%, for example, after ten minutes, the shift in the service team is 11: the number of the shift in the service team is still 100 at 10, and when the check-in and card-punching information of 90 service providers of the service team is received at the moment, the attendance rate 90/100 ×, 100 ═ 90% in the service team at the current moment.
And S3, subtracting the number of the people who go out to the current time from each customer service team to obtain the number of the people who lack to the current time from each customer service team.
Specifically, examples are as follows at 11: 00 the number of the scheduled people of a certain service team is 100, and the attendance checking information of 10 service providers of the service team is received at the moment, so that the number of the absent people in the service team up to the current moment is 100-10-90, and for example, after ten minutes, the number of the absent people in the service team is 11: the number of the scheduled persons in the service team is still 100, and the attendance checking information of 90 service providers of the service team is received at the moment, so that the number of the absent persons in the service team up to the current moment is 100-90-10.
And S4, summarizing the number of the scheduling people, the number of the attendance, the number of the absent people, the number of the signing people, the number of the leave-on people, the number of the overtime people and the attendance rate of each customer service team at the current moment to obtain and display a customer service team attendance summary table.
Specifically, the attendance summary table of the customer service team may include all attendance dimensions, the first column may be a team name of each customer service team or a unique identifier representing each customer service team, and the corresponding row of information of each customer service team may include team basic information of the customer service team or attendance information of the customer service team.
In the embodiment provided by the application, the multi-dimensional attendance information of each customer service is counted into a customer service team attendance summary table taking a customer service team as a monitoring object, and a manager can know the attendance information of each customer service team in real time so as to dispatch personnel of the customer service team.
The following describes the customer service manpower monitoring device provided in the embodiment of the present application, and the customer service manpower monitoring device described below and the customer service manpower monitoring method described above may be referred to in correspondence with each other.
Referring to fig. 4, fig. 4 is a schematic structural diagram of a customer service manpower monitoring device disclosed in the embodiment of the present application.
As shown in fig. 4, the apparatus may include:
the attendance information acquiring unit 11 is configured to acquire attendance information of each customer service at each time interval;
the first participle manpower information statistics unit 12 is used for performing statistics on the manpower information of all the customer services in each time period according to the attendance information of each time period of each customer service;
the second manpower information counting unit 13 is used for counting the current manpower information of each customer service team according to the attendance information of each customer service in each customer service team in each time period;
and the manpower information display unit 14 is used for displaying the manpower information of all the customer services in each time interval and the manpower information of each customer service team.
Optionally, the attendance information obtaining unit 11 includes:
and the first attendance information acquisition subunit is used for respectively acquiring the scheduling information, attendance information, leave-on information and attendance information of each customer service in each time interval as attendance information.
Optionally, the first partial human power information statistic unit 12 includes:
the first attendance information statistical unit is used for counting the total attendance amount, the total scheduling amount, the total signing amount, the total asking for leave amount and the total overtime amount of all the customer services in each time period based on the attendance information, the scheduling information, the signing information, the asking for leave information and the overtime information in the attendance information of each time period of each customer service;
the first total attendance calculation unit is used for dividing the total attendance of all the customer services in each time interval by the total scheduling amount of all the customer services in each time interval to obtain the total attendance of all the customer services in each time interval;
and the first manpower information combination unit is used for combining the total attendance amount, the total scheduling amount, the total sign-in amount, the total leave-on amount, the total overtime amount and the total attendance rate of all the customer services in each time interval to obtain the manpower information of all the customer services in each time interval.
Optionally, the second human information statistic unit 13 includes:
the second attendance information statistical unit is used for counting the total attendance amount, the total scheduling amount, the total signing amount, the total asking for leave amount and the total overtime amount of all the customer services in each customer service team in the current time period based on the attendance information, the scheduling information, the signing information, the asking for leave information and the overtime information of each customer service in each customer service team in the current time period;
a second total attendance calculation unit, configured to divide the total attendance amount of all the customer services in each customer service team in the current time period by the total scheduling amount of all the customer services in each customer service team in the current time period, to obtain the total attendance rate of all the customer services in each customer service team in the current time period;
and the second human information combination unit is used for combining the total attendance amount, the total scheduling amount, the total sign-in amount, the total leave-on amount, the total overtime amount and the total attendance rate of all the customer services in each customer service team in the current time period to obtain the current human information of each customer service team.
Optionally, the customer service manpower monitoring device further includes:
the current attendance information acquisition unit is used for acquiring scheduling information, attendance information, sign-in information, leave-on information and overtime information of each customer service at the current moment;
and the personal attendance information summarizing unit is used for summarizing the scheduling information, attendance information, leave-on information and overtime information of each customer service at the current moment to obtain and display a customer service personal attendance list.
Optionally, the personal attendance information summarizing unit further includes:
the third attendance information statistical unit is used for counting the number of the people who schedule, the number of the people who visit, the number of the people who sign, the number of the people who ask for the people and the number of the people who attend the work in each customer service team at the current moment based on the schedule information, the attendance information, the sign-in information, the sign-out information and the work-attendance information of each customer service team which intercept the current moment after the schedule information, the attendance information, the sign-in information and the work-attendance information of each customer service team at the current moment are summarized and displayed;
the attendance calculation unit is used for dividing the number of attendance in each customer service team up to the current time by the number of scheduling personnel in each customer service team up to the current time to obtain the attendance of each customer service team up to the current time;
the absent number calculating unit is used for subtracting the number of the attendance in each customer service team up to the current time from the number of the scheduling people in each customer service team up to the current time to obtain the number of the absent number in each customer service team up to the current time;
and the team attendance information summarizing unit is used for summarizing the number of the people who are scheduled to work, the number of the people who are out of work, the number of the people who are absent from work, the number of the people who sign in, the number of the people who ask for leave, the number of the people who are over work and the attendance rate of each customer service team at the current moment, and obtaining and displaying a customer service team attendance summary table.
The device of customer service manpower control that this application embodiment provided can be applied to customer service manpower supervisory equipment, like the terminal: mobile phones, computers, etc. Optionally, fig. 5 is a block diagram illustrating a hardware structure of the customer service manpower monitoring device, and referring to fig. 5, the hardware structure of the customer service manpower monitoring device may include: at least one processor 1, at least one communication interface 2, at least one memory 3 and at least one communication bus 4;
in the embodiment of the application, the number of the processor 1, the communication interface 2, the memory 3 and the communication bus 4 is at least one, and the processor 1, the communication interface 2 and the memory 3 complete mutual communication through the communication bus 4;
the processor 1 may be a central processing unit CPU, or an application Specific Integrated circuit asic, or one or more Integrated circuits configured to implement embodiments of the present invention, etc.;
the memory 3 may include a high-speed RAM memory, and may further include a non-volatile memory (non-volatile memory) or the like, such as at least one disk memory;
wherein the memory stores a program and the processor can call the program stored in the memory, the program for:
acquiring attendance information of each customer service in each time period;
according to the attendance information of each customer service in each time period, counting the manpower information of all the customer services in each time period;
counting the manpower information of each customer service team according to the attendance information of each customer service in each customer service team in each time period;
and displaying the manpower information of all the customer services in each time interval and the manpower information of each customer service team.
Alternatively, the detailed function and the extended function of the program may be as described above.
Embodiments of the present application further provide a storage medium, where a program suitable for execution by a processor may be stored, where the program is configured to:
acquiring attendance information of each customer service in each time period;
according to the attendance information of each customer service in each time period, counting the manpower information of all the customer services in each time period;
counting the manpower information of each customer service team according to the attendance information of each customer service in each customer service team in each time period;
and displaying the manpower information of all the customer services in each time interval and the manpower information of each customer service team.
Alternatively, the detailed function and the extended function of the program may be as described above.
Finally, it should also be noted that, herein, relational terms such as first and second, and the like may be used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Also, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other identical elements in a process, method, article, or apparatus that comprises the element.
The embodiments in the present description are described in a progressive manner, each embodiment focuses on differences from other embodiments, the embodiments may be combined as needed, and the same and similar parts may be referred to each other.
The previous description of the disclosed embodiments is provided to enable any person skilled in the art to make or use the present application. Various modifications to these embodiments will be readily apparent to those skilled in the art, and the generic principles defined herein may be applied to other embodiments without departing from the spirit or scope of the application. Thus, the present application is not intended to be limited to the embodiments shown herein but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.
Claims (10)
1. A customer service human monitoring method is characterized by comprising the following steps:
acquiring attendance information of each customer service in each time period;
according to the attendance information of each customer service in each time period, counting the manpower information of all the customer services in each time period;
counting the manpower information of each customer service team according to the attendance information of each customer service in each customer service team in each time period;
and displaying the manpower information of all the customer services in each time interval and the manpower information of each customer service team.
2. The method of claim 1, wherein the obtaining attendance information for each period of each customer service comprises:
and respectively acquiring scheduling information, attendance information, sign-in information, leave-on information and overtime information of each customer service in each time period as attendance checking information.
3. The method of claim 2, wherein counting human information of all customer services in each period according to the attendance information of each period of each customer service comprises:
counting the total attendance amount, the total scheduling amount, the total signing amount, the total asking for leave amount and the total overtime amount of all the customer services in each time period based on the attendance information, the scheduling information, the signing-in information, the asking for leave information and the overtime information in the attendance information of each time period of each customer service;
dividing the total attendance of all the customer services in each time period by the total scheduling amount of all the customer services in each time period to obtain the total attendance rate of all the customer services in each time period;
and combining the total attendance amount, the total scheduling amount, the total signing amount, the total leave-on amount, the total overtime amount and the total attendance rate of all the customer services in each time interval to obtain the manpower information of all the customer services in each time interval.
4. The method of claim 2, wherein the counting the human information of each customer service team according to the attendance information of each time period of each customer service in each customer service team comprises:
counting the total attendance amount, the total scheduling amount, the total signing amount, the total asking for leave amount and the total overtime amount of all the customer services in each customer service team in each time period based on the attendance information, scheduling information, signing-in information, asking for leave information and overtime information of each time period of each customer service in each customer service team;
dividing the total attendance of all the customer services in each customer service team in each time period by the total scheduling amount of all the customer services in each customer service team in each time period to obtain the total attendance rate of all the customer services in each customer service team in each time period;
and combining the total attendance amount, the total scheduling amount, the total check-in amount, the total leave-on amount, the total overtime amount and the total attendance rate of all the customer services in each customer service team in each time period to obtain the manpower information of each customer service team.
5. The method of claim 1, further comprising:
acquiring scheduling information, attendance information, sign-in information, leave-on information and overtime information of each customer service at the current moment;
and summarizing the scheduling information, attendance information, sign-in information, leave-on information and overtime information of each customer service at the current moment to obtain and display a personal attendance list of the customer service.
6. The method of claim 5, wherein after the summarizing of the scheduling information, attendance information, check-in information, leave-on information and overtime information of each customer service up to the current time to obtain and display the personal attendance list of the customer service, the method further comprises:
counting the number of the scheduling people, the number of the attendance people, the number of the signing people, the number of the leave-on people and the number of the overtime people in each customer service team up to the current moment based on the scheduling information, the attendance information, the signing-in information, the leave-on information and the overtime information of each customer service team up to the current moment;
dividing the number of the attendance in each customer service team up to the current time by the number of the scheduling personnel in each customer service team up to the current time to obtain the attendance rate of each customer service team up to the current time;
subtracting the number of the people who go out of the office in each customer service team at the current time from the number of the people who go out of the office in each customer service team at the current time to obtain the number of the people who are out of the office in each customer service team at the current time;
and summarizing the number of the scheduled people, the number of the attendance, the number of the absent people, the number of the signed-in people, the number of the leave-on people, the number of the overtime people and the attendance rate of each customer service team at the current moment to obtain and display a customer service team attendance summary table.
7. A customer service manpower monitoring device, comprising:
the attendance information acquisition unit is used for acquiring attendance information of each customer service in each time period;
the first human information counting unit is used for counting human information of all customer services in each time period according to the attendance information of each time period of each customer service;
the second manpower information counting unit is used for counting the current manpower information of each customer service team according to the attendance information of each customer service in each customer service team in each time period;
and the manpower information display unit is used for displaying the manpower information of all the customer services in each time interval and the manpower information of each customer service team.
8. The apparatus of claim 7, wherein the attendance information acquisition unit comprises:
and the first attendance information acquisition subunit is used for respectively acquiring the scheduling information, attendance information, leave-on information and attendance information of each customer service in each time interval as attendance information.
9. The apparatus of claim 8, wherein the first demographic unit comprises:
the first attendance information statistical unit is used for counting the total attendance amount, the total scheduling amount, the total signing amount, the total asking for leave amount and the total overtime amount of all the customer services in each time period based on the attendance information, the scheduling information, the signing information, the asking for leave information and the overtime information in the attendance information of each time period of each customer service;
the first total attendance calculation unit is used for dividing the total attendance of all the customer services in each time interval by the total scheduling amount of all the customer services in each time interval to obtain the total attendance of all the customer services in each time interval;
and the first manpower information combination unit is used for combining the total attendance amount, the total scheduling amount, the total sign-in amount, the total leave-on amount, the total overtime amount and the total attendance rate of all the customer services in each time interval to obtain the manpower information of all the customer services in each time interval.
10. The apparatus of claim 8, wherein the second human information statistic unit comprises:
the second attendance information statistical unit is used for counting the total attendance amount, the total scheduling amount, the total signing amount, the total asking for leave amount and the total overtime amount of all the customer services in each customer service team in the current time period based on the attendance information, the scheduling information, the signing information, the asking for leave information and the overtime information of each customer service in each customer service team in the current time period;
a second total attendance calculation unit, configured to divide the total attendance amount of all the customer services in each customer service team in the current time period by the total scheduling amount of all the customer services in each customer service team in the current time period, to obtain the total attendance rate of all the customer services in each customer service team in the current time period;
and the second human information combination unit is used for combining the total attendance amount, the total scheduling amount, the total sign-in amount, the total leave-on amount, the total overtime amount and the total attendance rate of all the customer services in each customer service team in the current time period to obtain the current human information of each customer service team.
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| CN202111458268.6A CN114118841A (en) | 2021-12-01 | 2021-12-01 | Customer service manpower monitoring method and device |
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