CN114358508A - Work order distribution method, device, equipment and medium - Google Patents

Work order distribution method, device, equipment and medium Download PDF

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CN114358508A
CN114358508A CN202111505735.6A CN202111505735A CN114358508A CN 114358508 A CN114358508 A CN 114358508A CN 202111505735 A CN202111505735 A CN 202111505735A CN 114358508 A CN114358508 A CN 114358508A
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work order
target
processor
processing
determining
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王玲
范俊燕
程陇平
张小景
高哲
郭永
薛玲
闫文姣
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Nsfocus Technologies Inc
Nsfocus Technologies Group Co Ltd
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Nsfocus Technologies Inc
Nsfocus Technologies Group Co Ltd
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Abstract

The invention discloses a work order distribution method, a device, equipment and a medium, wherein each second processor capable of processing the work order to be distributed is determined according to the shift of duty, and when the busyness corresponding to each second processor is determined, the determination is carried out according to the first number of finished work orders in the preset time before the current time, the second number of unfinished work orders in the current time and the corresponding weight value, the second processor with the lowest busyness is determined in each second processor, and the second processor with the lowest busyness is the first target processor, so that the work order processing efficiency and the resource utilization reasonableness are improved.

Description

Work order distribution method, device, equipment and medium
Technical Field
The present invention relates to the field of security services, and in particular, to a work order allocation method, apparatus, device, and medium.
Background
Under the safety operation scene, in order to satisfy the needs of enterprise safety protection, need the security personnel make full use of protective apparatus to carry out holistic risk detection and processing, and then reach real safety protection's purpose. However, the technical levels of security personnel in enterprises are uneven, and it is difficult to make a quick judgment in the face of more and more complicated attack scenes, so that technical support is still required to be provided by professionals.
At present, many security manufacturers provide security operation services, and the purpose of the security operation services is to assist customers to better use security equipment to discover risks and dispose of the risks. In the safety operation service, a front-line project person can submit a work order through a work order system, so that the help of a professional can be obtained.
In the existing intelligent work order processing method, when the work order is intelligently distributed, whether a terminal corresponding to a user submitting the work order is submitted for the first time is judged, and if not, the terminal corresponding to a previous processor is preferentially distributed; if yes, preferentially distributing to a corresponding terminal of a processor with high idleness, wherein the idleness is calculated as follows: the idleness is the average number of the daily processing work orders- (the number of the work orders being processed + the number of the work orders to be processed), wherein the average number of the daily processing work orders is the average number of the work orders per month processed by each processor.
When the work order is allocated to the terminal corresponding to the last-time handler, the handler may be in a duty-off state, so that the work order is not handled by people, and the processing efficiency of the work order is influenced; in addition, when the work orders are distributed based on the vacancy degree, the number of the work orders completed by the processing personnel is not considered when the vacancy degree is calculated, so that the work orders processed by part of the processing personnel are more, and the work orders processed by part of the processing personnel are fewer, and therefore in the prior art, when the work orders are distributed, the distribution is unreasonable, the work order processing efficiency is low, and the resource utilization is unreasonable.
Disclosure of Invention
The invention provides a work order distribution method, a work order distribution device, work order distribution equipment and a work order distribution medium, which are used for solving the problems of low work order processing efficiency and unreasonable resource utilization in the prior art.
The invention provides a work order distribution method, which comprises the following steps:
receiving a work order to be distributed;
determining a target shift to which the current time belongs according to the current time and each shift saved in advance, and determining each second processor with the state of being in the shift state according to the state corresponding to each first processor in the saved target shift;
and determining the busyness degree corresponding to each second processor according to the first number of the second processors completing the work orders within the preset time before the current time, the second number of the second processors not completing the work orders at the current time and the corresponding weight value, determining the second processor with the lowest busyness degree as a first target processor, and determining to distribute the work orders to be distributed to the first target processor.
Further, the determining the busyness corresponding to each second handler according to the first number of the second handlers who complete the work orders within the preset time before the current time, the second number of the work orders that are not completed at the current time, and the corresponding weight value includes:
for each second processor, obtaining a first product value of the first quantity and a first preset weight value according to the first quantity of the second processors completing the work orders within a preset time before the current time and the corresponding first preset weight value; obtaining a second product value of the second quantity and a second preset weight value according to the second quantity of unfinished work orders of the second handler at the current time and the corresponding second preset weight value; and determining the sum of the first product value and the second product value as the busyness corresponding to the second processor, wherein the sum of the first preset weight value and the second preset weight value is 1, and the first preset weight value is smaller than the second preset weight value.
Further, the determining the second processing person with the lowest busyness as the first target processing person includes:
if more than one second processing person with the lowest busyness degree exists, determining the processing efficiency of the second processing person with the lowest busyness degree according to the first number of the second processing persons with the lowest busyness degree completing the work orders in the preset time before the current time;
and determining the second processing person with the highest processing efficiency as the first target processing person according to the processing efficiency of each second processing person with the lowest busyness.
Further, the receiving the work order to be distributed comprises:
receiving a work order to be distributed and a corresponding target work order type;
the determining, according to the saved state corresponding to each first handler in the target shift, each second handler whose state is an on-duty state includes:
determining a target work order type processing group to which the target work order type belongs according to each stored work order type processing group in the target work order;
and determining each second processor with the state of the target work order type processing group as the duty state according to the stored state corresponding to each first processor in the target work order type processing group.
Further, the method further comprises:
and if the work order to be distributed is not processed within a preset time length after the work order to be distributed is distributed to the first target handler, sending a notification message to the first target handler and the group leader of the target work order type processing group.
Further, the method further comprises:
and if a work order flow request of the terminal corresponding to the first target handler to the work order to be distributed is received, redistributing the work order to be distributed according to the work order flow type carried in the work order flow request.
Further, the determining, according to the stored state corresponding to each first handler in the target work order type processing group, each second handler whose state is an on-duty state in the target work order type processing group includes:
and determining each second processor with the lowest processing level and the state of being on duty in the target work order type processing group according to the corresponding state and the corresponding processing level of each first processor in the target work order type processing group.
Further, the method further comprises:
if a work order upgrading request of the terminal corresponding to the first target handler for the work order to be distributed is received, the work order upgrading request is sent to a group leader of the target work order type processing group;
receiving feedback information of a terminal corresponding to the group leader, and if the feedback information is that work order upgrading is agreed, determining each third processor of which the state in the target work order type processing group is in an on-duty state and the processing level is one level higher than the corresponding processing level of the first target processor;
and determining the third processing person with the lowest busyness as a second target processing person according to the busyness corresponding to each third processing person, and determining to distribute the work order to be distributed to the second target processing person.
Accordingly, the present invention provides a work order distribution apparatus, the apparatus comprising:
the receiving module is used for receiving the work order to be distributed;
the determining module is used for determining a target shift to which the current time belongs according to the current time and each shift on duty which is stored in advance, and determining each second processor of which the state is the shift-on state according to the state corresponding to each first processor in the stored target shift;
and the distribution module is used for determining the busyness degree corresponding to each second processing person according to the first number of the second processing persons completing the work orders within the preset time before the current time, the second number of the unfinished work orders at the current time and the corresponding weight value, determining the second processing person with the lowest busyness degree as a first target processing person, and determining that the work orders to be distributed are distributed to the first target processing person.
Further, the allocation module is specifically configured to, for each second handler, obtain a first product value of the first number and a first preset weight value according to the first number of second handlers completing the work order within a preset time before the current time and the corresponding first preset weight value; obtaining a second product value of the second quantity and a second preset weight value according to the second quantity of unfinished work orders of the second handler at the current time and the corresponding second preset weight value; and determining the sum of the first product value and the second product value as the busyness corresponding to the second processor, wherein the sum of the first preset weight value and the second preset weight value is 1, and the first preset weight value is smaller than the second preset weight value.
Further, the allocation module is specifically configured to, for each second processing person with the lowest busyness, determine, according to a first number of second processing persons with the lowest busyness completing the work order within a preset time before the current time, a processing efficiency of the second processing person with the lowest busyness, where a quotient of the preset time and the first number is determined; and determining the second processing person with the highest processing efficiency as the first target processing person according to the processing efficiency of each second processing person with the lowest busyness.
Further, the receiving module is specifically configured to receive a work order to be allocated and a corresponding target work order type;
the determining module is specifically configured to determine, according to each saved work order type processing group within the target shift, a target work order type processing group to which the target work order type belongs; and determining each second processor with the state of the target work order type processing group as the duty state according to the stored state corresponding to each first processor in the target work order type processing group.
Further, the apparatus further comprises:
and the notification module is used for sending a notification message to the first target handler and the group leader of the target work order type processing group if the work order to be distributed is not processed within a preset time length after the work order to be distributed is distributed to the first target handler.
Further, the apparatus further comprises:
and the processing module is used for reallocating the work orders to be distributed according to the work order circulation types carried in the work order circulation request if the work order circulation request of the terminal corresponding to the first target handler for the work orders to be distributed is received.
Further, the determining module is specifically configured to determine, according to the saved state and corresponding processing level corresponding to each first handler in the target work order type processing group, each second handler whose processing level is the lowest and whose state in the target work order type processing group is the on-duty state.
Further, the apparatus further comprises:
the processing module is used for sending the work order upgrading request to the group leader of the target work order type processing group if the work order upgrading request of the terminal corresponding to the first target handler to the work order to be distributed is received; receiving feedback information of a terminal corresponding to the group leader, and if the feedback information is that work order upgrading is agreed, determining each third processor of which the state in the target work order type processing group is in an on-duty state and the processing level is one level higher than the corresponding processing level of the first target processor; and determining the third processing person with the lowest busyness as a second target processing person according to the busyness corresponding to each third processing person, and determining to distribute the work order to be distributed to the second target processing person.
Accordingly, the present invention provides an electronic device comprising: the system comprises a processor, a communication interface, a memory and a communication bus, wherein the processor, the communication interface and the memory complete mutual communication through the communication bus;
the memory has stored therein a computer program which, when executed by the processor, causes the processor to carry out the steps of any of the above-described work order assignment methods when executing the computer program stored in the memory.
Accordingly, the present invention provides a computer readable storage medium having stored thereon a computer program which, when executed by a processor, performs the steps of any of the above-described work order assignment methods.
The invention provides a work order distribution method, a device, equipment and a medium, wherein after a work order to be distributed is received, firstly, a target shift to which the current time belongs is determined according to the current time and each shift saved in advance, and each second processor with the shift state is determined according to the corresponding state of each first processor in the saved target shift; and determining the busyness corresponding to each second processor according to the first number of the second processors completing the work orders within the preset time before the current time, the second number of the work orders not completed at the current time and the corresponding weight value, determining the second processor with the lowest busyness as a first target processor, and determining to distribute the work orders to be distributed to the first target processor. According to the method, each second processor capable of processing the work orders to be distributed is determined according to the shift on duty, and when the busyness corresponding to each second processor is determined, the second processor with the lowest busyness is determined according to the first number of finished work orders in the preset time before the current time, the second number of unfinished work orders in the current time and the corresponding weight value, and the second processor with the lowest busyness is determined from the second processors and is the first target processor, so that the work order processing efficiency and the reasonable degree of resource utilization are improved.
Drawings
In order to more clearly illustrate the technical solutions in the embodiments of the present invention, the drawings needed to be used in the description of the embodiments will be briefly introduced below, and it is obvious that the drawings in the following description are only some embodiments of the present invention, and it is obvious for those skilled in the art to obtain other drawings based on these drawings without inventive exercise.
Fig. 1 is a schematic process diagram of a work order allocation method according to an embodiment of the present invention;
fig. 2 is a schematic process diagram of a work order allocation method according to an embodiment of the present invention;
fig. 3 is a schematic structural diagram of a work order distribution device according to an embodiment of the present invention;
fig. 4 is a schematic structural diagram of an electronic device according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention clearer, the present invention will be described in further detail with reference to the accompanying drawings, and it is apparent that the described embodiments are only a part of the embodiments of the present invention, 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 invention.
In order to improve the processing efficiency of the work order and the reasonableness of resource utilization, the embodiment of the invention provides a work order distribution method, a device, equipment and a medium.
Example 1:
fig. 1 is a schematic process diagram of a work order allocation method according to an embodiment of the present invention, where the process includes the following steps:
s101: and receiving a work order to be distributed.
The work order distribution method provided by the embodiment of the invention is applied to electronic equipment, wherein the electronic equipment can be intelligent terminal equipment such as a PC (personal computer), a tablet personal computer, a smart phone and the like, and can also be a server, and the server can be a local server and a cloud server.
The electronic equipment receives a work order to be distributed, wherein the work order to be distributed refers to a work order needing technical support by a processor. Specifically, the electronic device may receive a work order sent by a terminal corresponding to a front-line project staff, where a network structure mode between the terminal corresponding to the front-line project staff and the electronic device is a Browser/Server mode (B/S); or a work order input by a front line project person is received through an input device of the electronic device.
S102: and determining a target shift to which the current time belongs according to the current time and each shift on duty which is stored in advance, and determining each second processor with the state of being in the shift state according to the state corresponding to each first processor in the stored target shift.
In order to solve the problem that the work order is not handled by any person due to the fact that the handler may be in a duty-off state, in an embodiment of the present invention, each duty shift is pre-stored in the electronic device, and each duty shift includes a duty shift within a preset time range, where the preset time range may be one week, one month, three months, and the like, the duty shift includes each first handler to be on duty, and the types of the duty shifts include a white shift, a late shift, and an all-day shift, where the white shift is 9:00-21:00 and the late shift is 21:00-9: 00.
And determining the target shift to which the current time belongs according to the current time and each shift on duty which is saved in advance. For example, each of the pre-stored shift shifts includes a white shift and a late shift every day within 10-12 months of 2021, and when the current time is 17:00 at 11 months and 23 days of 2021, it is determined that the white shift at 23 days of 11 months and 11 months of 2021 is the target shift to which the current time belongs.
And determining each second processor with the state of on-duty according to the stored state corresponding to each first processor in the target shift, wherein each second processor is the processor capable of processing the work order to be processed.
S103: and determining the busyness degree corresponding to each second processor according to the first number of the second processors completing the work orders within the preset time before the current time, the second number of the second processors not completing the work orders at the current time and the corresponding weight value, determining the second processor with the lowest busyness degree as a first target processor, and determining to distribute the work orders to be distributed to the first target processor.
In order to improve the reasonable degree of resource utilization, the busyness of each second processing person is determined according to the first number of the second processing persons completing the work orders in the preset time before the current time, the weight value corresponding to the first number, the second number of the work orders not completed in the current time and the weight value corresponding to the second number. Wherein the preset time may be 2 hours, 4 hours, etc., the first number refers to the number of work orders from the beginning of processing to the completion of processing within the preset time of the current time, and the second number refers to the number of work orders that have been received by the second handler but have not been processed.
And according to the busyness degree corresponding to each second processor, in order to improve the reasonable degree of resource utilization, determining the second processor with the lowest busyness degree as a first target processor, and distributing the work order to be distributed to the first target processor. Specifically, the work order to be allocated is allocated to a terminal corresponding to a first target handler, and the first target handler processes the work order to be allocated.
After receiving a work order to be distributed, the method determines a target shift to which the current time belongs according to the current time and each shift saved in advance, and determines each second processor with the shift state according to the state corresponding to each first processor in the saved target shift; and determining the busyness corresponding to each second processor according to the first number of the second processors completing the work orders within the preset time before the current time, the second number of the work orders not completed at the current time and the corresponding weight value, determining the second processor with the lowest busyness as a first target processor, and determining to distribute the work orders to be distributed to the first target processor. According to the method, each second processor capable of processing the work orders to be distributed is determined according to the shift on duty, and when the busyness corresponding to each second processor is determined, the second processor with the lowest busyness is determined according to the first number of finished work orders in the preset time before the current time, the second number of unfinished work orders in the current time and the corresponding weight value, and the second processor with the lowest busyness is determined from the second processors and is the first target processor, so that the work order processing efficiency and the reasonable degree of resource utilization are improved.
Example 2:
in order to determine the busyness degree corresponding to each second handler, on the basis of the above embodiment, in an embodiment of the present invention, the determining the busyness degree corresponding to each second handler according to the first number of completed work orders of each second handler in a preset time before the current time, the second number of uncompleted work orders of the current time, and a corresponding weight value includes:
for each second processor, obtaining a first product value of the first quantity and a first preset weight value according to the first quantity of the second processors completing the work orders within a preset time before the current time and the corresponding first preset weight value; obtaining a second product value of the second quantity and a second preset weight value according to the second quantity of unfinished work orders of the second handler at the current time and the corresponding second preset weight value; and determining the sum of the first product value and the second product value as the busyness corresponding to the second processor, wherein the sum of the first preset weight value and the second preset weight value is 1, and the first preset weight value is smaller than the second preset weight value.
In order to determine the busyness degree corresponding to each second processing person, in the embodiment of the present invention, for each second processing person, according to the first number of the second processing person completing the work order within the preset time before the current time and the first preset weight value of the first number, a first product value of the first number and the first preset weight value is determined. The preset time may be 2 hours, 4 hours, and the like, which is not limited in the embodiment of the present invention.
And multiplying the second quantity by a second preset weight value according to the second quantity of the unfinished work orders of the second handler at the current time and the second preset weight value to obtain a second product value of the second quantity and the second preset weight value. And determining the sum of the first product value and the second product value according to the first product value and the second product value, and taking the sum as the busyness corresponding to the second processor.
The first preset weight value and the second preset weight value are both numerical values smaller than 1, the sum of the first preset weight value and the second preset weight value is 1, and the first preset weight value is smaller than the second preset weight value. For example, the first preset weight value is 0.4, and the second preset weight value is 0.6; or the first preset weight value is 0.3, and the second preset weight value is 0.7.
Example 3:
in order to determine a first target handler who handles a work order to be allocated, on the basis of the foregoing embodiments, in an embodiment of the present invention, determining the second handler with the lowest busyness as the first target handler includes:
if more than one second processing person with the lowest busyness degree exists, determining the processing efficiency of the second processing person with the lowest busyness degree according to the first number of the second processing persons with the lowest busyness degree completing the work orders in the preset time before the current time;
and determining the second processing person with the highest processing efficiency as the first target processing person according to the processing efficiency of each second processing person with the lowest busyness.
In order to determine the first target handler who handles the work order to be allocated, in the embodiment of the present invention, there may be only one second handler with the lowest busyness, or there may be more than one second handler. Therefore, if only one second processing person with the lowest busy degree exists, the second processing person with the lowest busy degree is determined as the first target processing person; and if the number of the second processing persons with the lowest busyness is more than one, in order to determine the first target processing person for finally processing the work order to be distributed, the second processing person with the highest processing efficiency is determined as the first target processing person.
In order to determine the processing efficiency of each second processing person with the lowest busyness, for each second processing person with the lowest busyness, according to the first number of the second processing person with the lowest busyness completing the work orders in the preset time before the current time, a quotient value of the preset time and the first number is determined, the quotient value represents the time length required for processing one work order, and the shorter the time length is, the higher the processing efficiency is. Therefore, the second processing person with the minimum quotient is determined as the first target processing person according to the quotient of the preset time of each second processing person with the lowest busyness and the first number.
Example 4:
in order to improve the work order processing efficiency, on the basis of the foregoing embodiments, in an embodiment of the present invention, the receiving a work order to be allocated includes:
receiving a work order to be distributed and a corresponding target work order type;
the determining, according to the saved state corresponding to each first handler in the target shift, each second handler whose state is an on-duty state includes:
determining a target work order type processing group to which the target work order type belongs according to each stored work order type processing group in the target work order;
and determining each second processor with the state of the target work order type processing group as the duty state according to the stored state corresponding to each first processor in the target work order type processing group.
In order to improve the work order processing efficiency, in the embodiment of the invention, the work order types in the operation scene comprise three types of research and judgment, source tracing and emergency, and the electronic equipment also receives the corresponding target work order type when receiving the distribution work order. The target work order type is selected in advance by a front-line project worker at the corresponding terminal, and the electronic equipment receives the target work order type sent by the corresponding terminal of the front-line project worker.
In any shift on duty, each work order processing type group comprises a plurality of work order processing type groups, each first processor is located in different work order processing type groups, each work order processing type group comprises a group leader and a plurality of group members, and the group leader and the group members are the first processors, but the menu authorities, the data authorities and the operation authorities of the group leader and the group members are different. Each processor only processes one type of work order, so that the efficiency of work order processing can be improved.
And determining a target work order type processing group to which the target work order type belongs according to each stored work order type processing group in the target work order and the received target work order type, and simultaneously sending new work order reminding information to the group leader of the target work order type processing group.
And determining each second processor with the state of the duty state in the target work order type processing group according to the corresponding state of each first processor in the stored target work order type processing group, wherein each second processor is the processor capable of processing the work order to be distributed.
In order to improve the work order processing efficiency, in an embodiment of the present invention, the method further includes:
and if the work order to be distributed is not processed within a preset time length after the work order to be distributed is distributed to the first target handler, sending a notification message to the first target handler and the group leader of the target work order type processing group.
After the work order to be distributed is distributed to the first target handler, the electronic device stores a preset time length, if the work order to be distributed is not processed within the preset time length after distribution, a notification message needs to be sent to the group leader of the first target handler and the target work order type processing group, and the notification message is a message for reminding the first target handler and the group leader of overtime work order processing.
As a possible implementation, after the work order to be allocated is allocated to the first target handler, a message of new work order allocation may also be sent to the first target handler to remind the first target handler to handle in time.
Example 5:
on the basis of the above embodiments, in the embodiment of the present invention, if a work order flow request from a terminal corresponding to the first target handler to the work order to be allocated is received, the work order to be allocated is reallocated according to the work order flow type carried in the work order flow request, according to the work order flow type.
In order to improve the work order processing efficiency, in the embodiment of the present invention, since the received content of the work order to be allocated may not match with the corresponding target work order processing type, after the work order to be allocated is allocated to the first target handler, a work order flow request of the terminal corresponding to the first target handler for the work order to be allocated is also received, where the work order flow request carries a work order flow type, and the work order flow type is a work order type to which the work order to be allocated needs to be transferred.
And the electronic equipment receives the work order flow request, and distributes the work orders to be distributed as new work orders according to the work order flow type carried in the work order flow request.
Example 6:
in order to improve the work order processing efficiency, on the basis of the foregoing embodiments, in an embodiment of the present invention, the determining, according to the stored state corresponding to each first handler in the target work order type processing group, each second handler whose state is an on-duty state in the target work order type processing group includes:
and determining each second processor with the lowest processing level and the state of being on duty in the target work order type processing group according to the corresponding state and the corresponding processing level of each first processor in the target work order type processing group.
In order to improve the work order processing efficiency, in the embodiment of the present invention, each first handler of each work order type processing group further corresponds to a processing level, and the first handler of each processing level is responsible for processing work orders with different difficulty levels, wherein the processing level has at least 2 levels, preferably, in the embodiment of the present invention, there are three processing levels, i.e., P1, P2, and P3, where P1 is the lowest level and P3 is the highest level.
And according to the corresponding state and the corresponding processing level of each first processing person in the stored target work order type processing group, when each second processing person capable of processing the work orders to be distributed is determined, each second processing person with the lowest processing level and the state in the target work order type processing group being in the on-duty state is determined.
For example, when there are the first handlers in three levels of P1, P2, and P3 in the embodiment of the present invention, the first handler in the state of being on duty among the first handlers in the lowest P1 level is determined as the second handler according to the first handler in the lowest P1 level in the saved target work order type processing group.
In order to improve the work order processing efficiency, in the embodiment of the present invention, the method further includes:
if a work order upgrading request of the terminal corresponding to the first target handler for the work order to be distributed is received, the work order upgrading request is sent to a group leader of the target work order type processing group;
receiving feedback information of a terminal corresponding to the group leader, and if the feedback information is that work order upgrading is agreed, determining each third processor of which the state in the target work order type processing group is in an on-duty state and the processing level is one level higher than the corresponding processing level of the first target processor;
and determining the third processing person with the lowest busyness as a second target processing person according to the busyness corresponding to each third processing person, and determining to distribute the work order to be distributed to the second target processing person.
In order to improve the work order processing efficiency, in the embodiment of the present invention, when the first target handler is at the lowest level, the first target handler may not be able to process the work order to be allocated, and therefore the electronic device may further receive a work order upgrade request of the terminal corresponding to the first target handler for the work order to be allocated.
In order to realize the circulation of the work orders to be distributed in the target work order type processing group, the electronic equipment sends the work order upgrading request to the group leader of the target work order type processing group, namely, the work order upgrading request is sent to the terminal corresponding to the group leader.
And receiving feedback information of a terminal corresponding to the group leader, and if the feedback information is that the work order is updated, determining each third processor of which the state in the target work order type processing group is in the on-duty state and the processing level is one level higher than the corresponding processing level of the first target processor.
And determining the busyness corresponding to each third processor according to the third number of the third processors completing the work orders within the preset time before the current time, the fourth number of the unfinished work orders within the current time and the corresponding weight value, determining the third processor with the lowest busyness as a second target processor, and determining that the work orders to be distributed are distributed to the second target processor.
As a possible implementation manner, in the embodiment of the present invention, the electronic device receives a work order reassignment request of a terminal corresponding to a first target handler for a work order to be assigned, and sends the work order reassignment request to a group leader of a target work order type processing group, if the feedback information received from the terminal corresponding to the group leader indicates that the work order reassignment is approved, it is determined that the state in the target work order type processing group is a duty state and each fourth handler having the same processing level as the processing level corresponding to the first target handler determines, according to the busyness corresponding to each fourth handler, the fourth handler having the lowest busyness as a third target handler, and determines to assign the work order to be assigned to the third target handler.
Example 7:
in order to improve the reasonability of resource utilization, in the embodiment of the invention, the electronic equipment can also perform statistical analysis on the work order. Specifically, for each handler, determining the total number of each work order type handled by the handler and the average duration for handling each work order type; and determining the number of the work orders of the work order type and the processing time of the work orders of the work order type aiming at each work order type.
Example 8:
a work order allocation method according to the present invention is described below with reference to a specific embodiment, and fig. 2 is a schematic process diagram of the work order allocation method according to the embodiment of the present invention, as shown in fig. 2, the process includes the following steps:
s201: and receiving the work order to be distributed and the corresponding target work order type.
S202: determining a target shift to which the current time belongs according to the current time and each shift saved in advance, and determining a target work order type processing group to which the target work order type belongs according to each work order type processing group in the saved target shift; and determining each second processor with the lowest processing level and the state of being on duty in the target work order type processing group according to the corresponding state and the corresponding processing level of each first processor in the stored target work order type processing group.
S203: for each second processor, obtaining a first product value of the first quantity and a first preset weight value according to the first quantity of the second processors completing the work orders within a preset time before the current time and the corresponding first preset weight value; obtaining a second product value of the second quantity and a second preset weight value according to the second quantity of unfinished work orders of the second handler at the current time and the corresponding second preset weight value; and determining the sum of the first product value and the second product value as the busyness corresponding to the second processor, wherein the sum of the first preset weight value and the second preset weight value is 1, and the first preset weight value is smaller than the second preset weight value.
S204: if only one second processor with the lowest busyness degree exists, determining the second processor with the lowest busyness degree as a first target processor; if more than one second processing person with the lowest busyness degree exists, determining the processing efficiency of the second processing person with the lowest busyness degree according to the first number of the second processing persons with the lowest busyness degree completing the work orders in the preset time before the current time; and determining the second processing person with the highest processing efficiency as a first target processing person according to the processing efficiency of each second processing person with the lowest busyness, and determining to distribute the work order to be distributed to the first target processing person. S205, S206 and S207 are performed.
S205: and if a work order flow request of the work order to be distributed from the terminal corresponding to the first target processing person is received, redistributing the work order to be distributed according to the work order flow type carried in the work order flow request.
S206: if a work order upgrading request of a work order to be distributed by a terminal corresponding to a first target processor is received, sending the work order upgrading request to a group leader of a target work order type processing group; receiving feedback information of a terminal corresponding to the group leader, and if the feedback information indicates that the work order is approved to be upgraded, determining each third processor of which the state in the target work order type processing group is in an on-duty state and the processing level is one level higher than the corresponding processing level of the first target processor; and determining the third processing person with the lowest busyness degree as a second target processing person according to the busyness degree corresponding to each third processing person, and determining to distribute the work order to be distributed to the second target processing person.
S207: if a work order reassignment request of a terminal corresponding to the first target handler for a work order to be assigned is received, the work order reassignment request is sent to a group leader of the target work order type processing group, if the feedback information of the terminal corresponding to the group leader is received, the fourth handler with the lowest busyness is determined as a third target handler according to the busyness corresponding to the fourth handler, and the work order to be assigned is determined to be assigned to the third target handler, wherein the state in the target work order type processing group is the duty state and the processing level is the same as the corresponding processing level of the first target handler.
Example 9:
fig. 3 is a schematic structural diagram of a work order distribution apparatus according to an embodiment of the present invention, and as shown in fig. 3, the apparatus includes:
a receiving module 301, configured to receive a work order to be allocated;
a determining module 302, configured to determine, according to the current time and each shift on duty that is pre-stored, a target shift to which the current time belongs, and determine, according to a state corresponding to each first handler in the stored target shift, each second handler whose state is an on-duty state;
the allocating module 303 is configured to determine a busy degree corresponding to each second handler according to a first number of second handlers who complete the work orders within a preset time before the current time, a second number of unfinished work orders at the current time, and a corresponding weight value, determine a second handler with the lowest busy degree as a first target handler, and determine to allocate the work order to be allocated to the first target handler.
Further, the allocation module is specifically configured to, for each second handler, obtain a first product value of the first number and a first preset weight value according to the first number of second handlers completing the work order within a preset time before the current time and the corresponding first preset weight value; obtaining a second product value of the second quantity and a second preset weight value according to the second quantity of unfinished work orders of the second handler at the current time and the corresponding second preset weight value; and determining the sum of the first product value and the second product value as the busyness corresponding to the second processor, wherein the sum of the first preset weight value and the second preset weight value is 1, and the first preset weight value is smaller than the second preset weight value.
Further, the allocation module is specifically configured to, for each second processing person with the lowest busyness, determine, according to a first number of second processing persons with the lowest busyness completing the work order within a preset time before the current time, a processing efficiency of the second processing person with the lowest busyness, where a quotient of the preset time and the first number is determined; and determining the second processing person with the highest processing efficiency as the first target processing person according to the processing efficiency of each second processing person with the lowest busyness.
Further, the receiving module is specifically configured to receive a work order to be allocated and a corresponding target work order type;
the determining module is specifically configured to determine, according to each saved work order type processing group within the target shift, a target work order type processing group to which the target work order type belongs; and determining each second processor with the state of the target work order type processing group as the duty state according to the stored state corresponding to each first processor in the target work order type processing group.
Further, the apparatus further comprises:
and the notification module is used for sending a notification message to the first target handler and the group leader of the target work order type processing group if the work order to be distributed is not processed within a preset time length after the work order to be distributed is distributed to the first target handler.
Further, the apparatus further comprises:
and the processing module is used for reallocating the work orders to be distributed according to the work order circulation types carried in the work order circulation request if the work order circulation request of the terminal corresponding to the first target handler for the work orders to be distributed is received.
Further, the determining module is specifically configured to determine, according to the saved state and corresponding processing level corresponding to each first handler in the target work order type processing group, each second handler whose processing level is the lowest and whose state in the target work order type processing group is the on-duty state.
Further, the apparatus further comprises:
the processing module is used for sending the work order upgrading request to the group leader of the target work order type processing group if the work order upgrading request of the terminal corresponding to the first target handler to the work order to be distributed is received; receiving feedback information of a terminal corresponding to the group leader, and if the feedback information is that work order upgrading is agreed, determining each third processor of which the state in the target work order type processing group is in an on-duty state and the processing level is one level higher than the corresponding processing level of the first target processor; and determining the third processing person with the lowest busyness as a second target processing person according to the busyness corresponding to each third processing person, and determining to distribute the work order to be distributed to the second target processing person.
Example 10:
fig. 4 is a schematic structural diagram of an electronic device according to an embodiment of the present invention, and on the basis of the foregoing embodiments, an embodiment of the present invention further provides an electronic device, as shown in fig. 4, including: the system comprises a processor 401, a communication interface 402, a memory 403 and a communication bus 404, wherein the processor 401, the communication interface 402 and the memory 403 are communicated with each other through the communication bus 404.
The memory 403 has stored therein a computer program which, when executed by the processor 401, causes the processor 401 to perform the steps of:
receiving a work order to be distributed;
determining a target shift to which the current time belongs according to the current time and each shift saved in advance, and determining each second processor with the state of being in the shift state according to the state corresponding to each first processor in the saved target shift;
and determining the busyness degree corresponding to each second processor according to the first number of the second processors completing the work orders within the preset time before the current time, the second number of the second processors not completing the work orders at the current time and the corresponding weight value, determining the second processor with the lowest busyness degree as a first target processor, and determining to distribute the work orders to be distributed to the first target processor.
Further, the processor 401 is specifically configured to determine, according to the first number of finished work orders of each second handler in a preset time before the current time, the second number of unfinished work orders in the current time, and the corresponding weight value, the busyness degree corresponding to each second handler includes:
for each second processor, obtaining a first product value of the first quantity and a first preset weight value according to the first quantity of the second processors completing the work orders within a preset time before the current time and the corresponding first preset weight value; obtaining a second product value of the second quantity and a second preset weight value according to the second quantity of unfinished work orders of the second handler at the current time and the corresponding second preset weight value; and determining the sum of the first product value and the second product value as the busyness corresponding to the second processor, wherein the sum of the first preset weight value and the second preset weight value is 1, and the first preset weight value is smaller than the second preset weight value.
Further, the processor 401 is specifically configured to determine, as the first target processing person, the second processing person with the lowest busyness includes:
if more than one second processing person with the lowest busyness degree exists, determining the processing efficiency of the second processing person with the lowest busyness degree according to the first number of the second processing persons with the lowest busyness degree completing the work orders in the preset time before the current time;
and determining the second processing person with the highest processing efficiency as the first target processing person according to the processing efficiency of each second processing person with the lowest busyness.
Further, the processor 401 is specifically configured to receive the work order to be allocated, including:
receiving a work order to be distributed and a corresponding target work order type;
the processor 401 is specifically configured to determine, according to the saved state corresponding to each first handler in the target shift, each second handler whose state is an on-duty state, including:
determining a target work order type processing group to which the target work order type belongs according to each stored work order type processing group in the target work order;
and determining each second processor with the state of the target work order type processing group as the duty state according to the stored state corresponding to each first processor in the target work order type processing group.
Further, the processor 401 is further configured to send a notification message to the group leader of the first target handler and the target work order type processing group if the work order to be allocated is not processed within a preset time length after the work order to be allocated is allocated to the first target handler.
Further, the processor 401 is further configured to, if a work order flow request of the terminal corresponding to the first target handler for the work order to be allocated is received, reallocate the work order to be allocated according to the work order flow type carried in the work order flow request.
Further, the processor 401 is further configured to determine, according to the stored corresponding state of each first handler in the target work order type processing group, each second handler whose state is an on-duty state in the target work order type processing group includes:
and determining each second processor with the lowest processing level and the state of being on duty in the target work order type processing group according to the corresponding state and the corresponding processing level of each first processor in the target work order type processing group.
Further, the processor 401 is further configured to send a work order upgrade request to the group leader of the target work order type processing group if the work order upgrade request from the terminal corresponding to the first target handler to the work order to be allocated is received;
receiving feedback information of a terminal corresponding to the group leader, and if the feedback information is that work order upgrading is agreed, determining each third processor of which the state in the target work order type processing group is in an on-duty state and the processing level is one level higher than the corresponding processing level of the first target processor;
and determining the third processing person with the lowest busyness as a second target processing person according to the busyness corresponding to each third processing person, and determining to distribute the work order to be distributed to the second target processing person.
The communication bus mentioned in the electronic device may be a Peripheral Component Interconnect (PCI) bus, an Extended Industry Standard Architecture (EISA) bus, or the like. The communication bus may be divided into an address bus, a data bus, a control bus, etc. For ease of illustration, only one thick line is shown, but this does not mean that there is only one bus or one type of bus.
The communication interface 402 is used for communication between the above-described electronic apparatus and other apparatuses.
The Memory may include a Random Access Memory (RAM) or a Non-Volatile Memory (NVM), such as at least one disk Memory. Alternatively, the memory may be at least one memory device located remotely from the processor.
The Processor may be a general-purpose Processor, including a central processing unit, a Network Processor (NP), and the like; but may also be a Digital instruction processor (DSP), an application specific integrated circuit, a field programmable gate array or other programmable logic device, discrete gate or transistor logic, discrete hardware components, or the like.
Example 11:
on the basis of the foregoing embodiments, the present invention further provides a computer-readable storage medium, in which a computer program executable by a processor is stored, and when the program runs on the processor, the processor is caused to execute the following steps:
receiving a work order to be distributed;
determining a target shift to which the current time belongs according to the current time and each shift saved in advance, and determining each second processor with the state of being in the shift state according to the state corresponding to each first processor in the saved target shift;
and determining the busyness degree corresponding to each second processor according to the first number of the second processors completing the work orders within the preset time before the current time, the second number of the second processors not completing the work orders at the current time and the corresponding weight value, determining the second processor with the lowest busyness degree as a first target processor, and determining to distribute the work orders to be distributed to the first target processor.
Further, the determining the busyness corresponding to each second handler according to the first number of the second handlers who complete the work orders within the preset time before the current time, the second number of the work orders that are not completed at the current time, and the corresponding weight value includes:
for each second processor, obtaining a first product value of the first quantity and a first preset weight value according to the first quantity of the second processors completing the work orders within a preset time before the current time and the corresponding first preset weight value; obtaining a second product value of the second quantity and a second preset weight value according to the second quantity of unfinished work orders of the second handler at the current time and the corresponding second preset weight value; and determining the sum of the first product value and the second product value as the busyness corresponding to the second processor, wherein the sum of the first preset weight value and the second preset weight value is 1, and the first preset weight value is smaller than the second preset weight value.
Further, the determining the second processing person with the lowest busyness as the first target processing person includes:
if more than one second processing person with the lowest busyness degree exists, determining the processing efficiency of the second processing person with the lowest busyness degree according to the first number of the second processing persons with the lowest busyness degree completing the work orders in the preset time before the current time;
and determining the second processing person with the highest processing efficiency as the first target processing person according to the processing efficiency of each second processing person with the lowest busyness.
Further, the receiving the work order to be distributed comprises:
receiving a work order to be distributed and a corresponding target work order type;
the determining, according to the saved state corresponding to each first handler in the target shift, each second handler whose state is an on-duty state includes:
determining a target work order type processing group to which the target work order type belongs according to each stored work order type processing group in the target work order;
and determining each second processor with the state of the target work order type processing group as the duty state according to the stored state corresponding to each first processor in the target work order type processing group.
Further, the method further comprises:
and if the work order to be distributed is not processed within a preset time length after the work order to be distributed is distributed to the first target handler, sending a notification message to the first target handler and the group leader of the target work order type processing group.
Further, the method further comprises:
and if a work order flow request of the terminal corresponding to the first target handler to the work order to be distributed is received, redistributing the work order to be distributed according to the work order flow type carried in the work order flow request.
Further, the determining, according to the stored state corresponding to each first handler in the target work order type processing group, each second handler whose state is an on-duty state in the target work order type processing group includes:
and determining each second processor with the lowest processing level and the state of being on duty in the target work order type processing group according to the corresponding state and the corresponding processing level of each first processor in the target work order type processing group.
Further, the method further comprises:
if a work order upgrading request of the terminal corresponding to the first target handler for the work order to be distributed is received, the work order upgrading request is sent to a group leader of the target work order type processing group;
receiving feedback information of a terminal corresponding to the group leader, and if the feedback information is that work order upgrading is agreed, determining each third processor of which the state in the target work order type processing group is in an on-duty state and the processing level is one level higher than the corresponding processing level of the first target processor;
and determining the third processing person with the lowest busyness as a second target processing person according to the busyness corresponding to each third processing person, and determining to distribute the work order to be distributed to the second target processing person.
As will be appreciated by one skilled in the art, embodiments of the present application may be provided as a method, system, or computer program product. Accordingly, the present application may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present application may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The present application is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to the application. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
It will be apparent to those skilled in the art that various changes and modifications may be made in the present application without departing from the spirit and scope of the application. Thus, if such modifications and variations of the present application fall within the scope of the claims of the present application and their equivalents, the present application is intended to include such modifications and variations as well.

Claims (11)

1. A method of work order distribution, the method comprising:
receiving a work order to be distributed;
determining a target shift to which the current time belongs according to the current time and each shift saved in advance, and determining each second processor with the state of being in the shift state according to the state corresponding to each first processor in the saved target shift;
and determining the busyness degree corresponding to each second processor according to the first number of the second processors completing the work orders within the preset time before the current time, the second number of the second processors not completing the work orders at the current time and the corresponding weight value, determining the second processor with the lowest busyness degree as a first target processor, and determining to distribute the work orders to be distributed to the first target processor.
2. The method of claim 1, wherein the determining the busyness corresponding to each second handler according to the first number of completed work orders of each second handler in a preset time before the current time, the second number of uncompleted work orders of the current time, and the corresponding weight value comprises:
for each second processor, obtaining a first product value of the first quantity and a first preset weight value according to the first quantity of the second processors completing the work orders within a preset time before the current time and the corresponding first preset weight value; obtaining a second product value of the second quantity and a second preset weight value according to the second quantity of unfinished work orders of the second handler at the current time and the corresponding second preset weight value; and determining the sum of the first product value and the second product value as the busyness corresponding to the second processor, wherein the sum of the first preset weight value and the second preset weight value is 1, and the first preset weight value is smaller than the second preset weight value.
3. The method of claim 1, wherein determining the second process person with the lowest busyness as the first target process person comprises:
if more than one second processing person with the lowest busyness degree exists, determining the processing efficiency of the second processing person with the lowest busyness degree according to the first number of the second processing persons with the lowest busyness degree completing the work orders in the preset time before the current time;
and determining the second processing person with the highest processing efficiency as the first target processing person according to the processing efficiency of each second processing person with the lowest busyness.
4. The method of claim 1, wherein receiving the work order to be assigned comprises:
receiving a work order to be distributed and a corresponding target work order type;
the determining, according to the saved state corresponding to each first handler in the target shift, each second handler whose state is an on-duty state includes:
determining a target work order type processing group to which the target work order type belongs according to each stored work order type processing group in the target work order;
and determining each second processor with the state of the target work order type processing group as the duty state according to the stored state corresponding to each first processor in the target work order type processing group.
5. The method of claim 4, further comprising:
and if the work order to be distributed is not processed within a preset time length after the work order to be distributed is distributed to the first target handler, sending a notification message to the first target handler and the group leader of the target work order type processing group.
6. The method of claim 4, further comprising:
and if a work order flow request of the terminal corresponding to the first target handler to the work order to be distributed is received, redistributing the work order to be distributed according to the work order flow type carried in the work order flow request.
7. The method as claimed in claim 4, wherein the determining, according to the saved corresponding status of each first handler in the target work order type handling group, each second handler whose status is on duty in the target work order type handling group comprises:
and determining each second processor with the lowest processing level and the state of being on duty in the target work order type processing group according to the corresponding state and the corresponding processing level of each first processor in the target work order type processing group.
8. The method of claim 7, further comprising:
if a work order upgrading request of the terminal corresponding to the first target handler for the work order to be distributed is received, the work order upgrading request is sent to a group leader of the target work order type processing group;
receiving feedback information of a terminal corresponding to the group leader, and if the feedback information is that work order upgrading is agreed, determining each third processor of which the state in the target work order type processing group is in an on-duty state and the processing level is one level higher than the corresponding processing level of the first target processor;
and determining the third processing person with the lowest busyness as a second target processing person according to the busyness corresponding to each third processing person, and determining to distribute the work order to be distributed to the second target processing person.
9. A work order distribution apparatus, the apparatus comprising:
the receiving module is used for receiving the work order to be distributed;
the determining module is used for determining a target shift to which the current time belongs according to the current time and each shift on duty which is stored in advance, and determining each second processor of which the state is the shift-on state according to the state corresponding to each first processor in the stored target shift;
and the distribution module is used for determining the busyness degree corresponding to each second processing person according to the first number of the second processing persons completing the work orders within the preset time before the current time, the second number of the unfinished work orders at the current time and the corresponding weight value, determining the second processing person with the lowest busyness degree as a first target processing person, and determining that the work orders to be distributed are distributed to the first target processing person.
10. An electronic device, comprising: the system comprises a processor, a communication interface, a memory and a communication bus, wherein the processor, the communication interface and the memory complete mutual communication through the communication bus;
the memory has stored therein a computer program which, when executed by the processor, causes the processor to perform the method of any one of claims 1-8.
11. A computer-readable storage medium, in which a computer program is stored which is executable by a processor, which program, when run on the processor, causes the processor to carry out the method of any one of claims 1-8.
CN202111505735.6A 2021-12-10 2021-12-10 Work order distribution method, device, equipment and medium Pending CN114358508A (en)

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Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN114971428A (en) * 2022-07-28 2022-08-30 广州平云小匠科技有限公司 Multi-source work order data-based engineer busy pre-estimation method and system

Cited By (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN114971428A (en) * 2022-07-28 2022-08-30 广州平云小匠科技有限公司 Multi-source work order data-based engineer busy pre-estimation method and system

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