WO2016082718A1 - 一种信息接入处理方法和装置 - Google Patents

一种信息接入处理方法和装置 Download PDF

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Publication number
WO2016082718A1
WO2016082718A1 PCT/CN2015/095154 CN2015095154W WO2016082718A1 WO 2016082718 A1 WO2016082718 A1 WO 2016082718A1 CN 2015095154 W CN2015095154 W CN 2015095154W WO 2016082718 A1 WO2016082718 A1 WO 2016082718A1
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task
information
processing
ticket
work order
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PCT/CN2015/095154
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English (en)
French (fr)
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王冬冬
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北京奇虎科技有限公司
奇智软件（北京）有限公司
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Publication of WO2016082718A1 publication Critical patent/WO2016082718A1/zh

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
    • H04L51/046—Interoperability with other network applications or services

Definitions

  • the present invention relates to the field of information processing technologies, and in particular, to an information access processing method and an information access processing device.
  • the present invention has been made in order to provide an information access processing method and a corresponding information access processing apparatus that overcome the above problems or at least partially solve the above problems.
  • an information access processing method including: acquiring at least one task ticket to be processed according to the indication information, and displaying processing information of the task ticket in a task bar of the task processing webpage; And opening, in the task processing webpage, a chat window of the user corresponding to the selected task ticket for the task ticket selected in the task bar; using the interaction data generated by the chat window to the task The processing information of the work order is updated, and the updated task information is displayed in the task bar.
  • an information access processing apparatus including: an obtaining module, configured to acquire at least one task ticket to be processed according to the indication information; and a taskbar display module, configured to process the webpage in the task
  • the task bar displays processing information of the task ticket;
  • the window opening module is configured to open the selected task ticket in the task processing webpage for the task ticket selected in the task bar.
  • the update module is configured to update the processing information of the task work order by using the interaction data generated by the chat window.
  • a program comprising readable code that, when executed on a computing device, causes the computing device to perform information access processing in accordance with an embodiment of the present invention method.
  • a readable medium storing a program as described in an embodiment of the present invention.
  • the invention can obtain at least one task ticket to be processed according to the indication information and display it in the task bar of the task processing webpage, so that multiple task work orders can be processed in parallel through the task processing webpage, thereby improving processing efficiency.
  • the corresponding chat window can be opened to interact with the corresponding user, and the processing information of the task work order is updated according to the interaction data, and the processing information of the task is obtained in time, thereby further improving the processing efficiency.
  • FIG. 1 is a flow chart showing the steps of an embodiment of an information access processing method according to an embodiment of the present invention
  • FIG. 2 is a flow chart showing the steps of an optional embodiment of an information access processing method according to an embodiment of the present invention
  • FIG. 3 is a structural block diagram of an embodiment of an information access processing apparatus according to an embodiment of the present invention.
  • FIG. 4 is a structural block diagram of an embodiment of an information access processing apparatus according to another embodiment of the present invention.
  • Figure 5 shows a block diagram of a computing device for performing a method of information access processing in accordance with the present invention
  • Fig. 6 shows a storage unit for holding or carrying program code for implementing the method of information access processing according to the present invention.
  • FIG. 1 is a flow chart showing the steps of an embodiment of an information access processing method according to an embodiment of the present invention. Specifically, the method may include the following steps:
  • Step 102 Acquire at least one task ticket to be processed according to the indication information, and display processing information of the task ticket in the task bar of the task processing webpage.
  • one transmission mode is the interactive platform transmission mode, that is, the user can initiate instant messaging (IM) in the interactive platform, and communicate with the interactive platform customer service feedback related information.
  • IM instant messaging
  • the system automatically generates a task ticket to assign the corresponding processing party through the task ticket, and the processing party can also pass the Instructs the information to obtain a task ticket.
  • the system configures a task processing webpage for the processing party, and the task processing webpage includes a task bar and a chat window.
  • a task work order is used as a task
  • the task bar includes a plurality of tasks, so that one processor can process multiple tasks in parallel; each task corresponds to a chat window, so that the processing party can use the chat window to This task corresponds to the user for instant messaging.
  • At least one task work order to be processed may be acquired according to the indication information, that is, one or more tasks are acquired at a time, and then the task work order corresponding to the task work order is added in the task bar of the task processing webpage. Task and display the corresponding processing information.
  • Step 104 for the task work order selected in the task bar, on the task processing webpage
  • the chat window corresponding to the user corresponding to the selected task ticket is opened.
  • the processing party can select a task to be processed from the task bar, that is, for the task work order selected in the task bar, open a chat window corresponding to the selected task work order in the task processing webpage, and pass the chat window. Interacting with the user to obtain information related to the information fed back by the user, and based on the interaction of the chat window, corresponding interaction data may be generated for processing the user feedback information.
  • Step 106 Update the processing information of the task work order by using the interaction data generated by the chat window, and display the updated task information in the task bar.
  • the interaction data can interact with other parts of the task processing webpage, for example, interact with the taskbar, that is, update the processing information of the task ticket in the task bar, and where the task is located
  • the location displays updated task information, such as update task title, task processing status.
  • At least one task ticket to be processed can be obtained according to the indication information and displayed in the task bar of the task processing webpage, so that multiple task work orders can be processed in parallel through the task processing webpage, thereby improving processing efficiency.
  • the corresponding chat window can be opened to interact with the corresponding user, and the processing information of the task work order is updated according to the interaction data, and the processing information of the task is obtained in time, thereby further improving the processing efficiency.
  • this embodiment further discusses an information access processing method.
  • a task bar, a chat window, and a user information column are configured in the task processing webpage of each processing party.
  • the task bar is used to identify the task of the processor.
  • a task ticket is displayed as a task in the task bar; the chat window is used to interact with the user to generate interaction data; and the user information column is used for Display user information, such as user name, related information of the user in the interactive platform, and so on.
  • the selection of the task in the task bar will result in a change of the chat window and the user information bar, that is, after selecting the task (selected task work order) in the task bar, the chat window is changed to the selected task work order.
  • Corresponding user information bar will also display the selected user window corresponding to the user interaction.
  • the work order corresponds to the user's information. That is, the taskbar is used to manage all the work orders in the process, and the chat window and user information bar are only related to the currently processed task ticket.
  • the task work order can be added to the task set, so that the corresponding task work order can be obtained from the work order set for processing.
  • the task ticket can be uniquely represented by the work order identifier, and is added to the task set based on the work order identifier and assigned.
  • the task set may store only the unprocessed task ticket, and after the task ticket distribution processor accesses the task bar of the processing task page of the processor, the task ticket may be deleted from the task set.
  • the task work order assigned to the processing party may be determined from the task set. Therefore, in an optional embodiment of the present invention, before the obtaining the at least one task work order to be processed according to the indication information, the method further includes: according to each task in the task set Determining, by the information type of the work order, a first processing party having processing authority for the task ticket; displaying first prompt information in the task processing webpage of the first processing party, to prompt the first processing party to exist currently The task ticket to be processed.
  • the system assigns processing authority to each processing party, and the task information of the task ticket is already marked when the task ticket is generated, for example, the authority information is determined by the information type of the task ticket. Therefore, after the task work order enters the task set, the processing party having the processing authority for the task work order can be determined according to the permission information, so that the prompt information is displayed in the task processing webpage of the corresponding processing party.
  • the information type of each task work order in the task set may be obtained in advance, and the permission information of the task work order is determined according to the information type, or the task work order is entered into the task. After the collection, the permission information is determined according to the information type of the task ticket.
  • Each of the first processors having processing rights to the task ticket is then determined.
  • the first prompt information may be displayed in the task processing webpage of each processing party having the processing authority, and is used to prompt the processing party to have a task ticket to be processed, so that each first processing party sends the indication information accordingly. .
  • the method before the acquiring the at least one task ticket to be processed according to the indication information, the method further includes: converting the single-finger finger according to the received second processing party feedback Determining, determining, by the first processing party having the processing authority, displaying the second prompt information in the task processing webpage of the first processing party, to prompt the first processing party to have a task forwarded from the second processing party Work order.
  • the second processing party cannot process the current task ticket, and the second processing party can transfer the task ticket to another processor by referring to the order.
  • the first processing party that receives the transfer order may be directly selected, and the first processing party is the processing party that has the processing authority for the task work order.
  • the second prompt information may be displayed in the task processing webpage of the first processing party, for prompting that the first processing party currently has the forwarding from the second processing party. Task work order.
  • FIG. 2 a flow chart of an optional embodiment of an information access processing method according to an embodiment of the present invention is shown, which may specifically include the following steps:
  • Step 202 Receive indication information fed back by the first processing unit.
  • Step 204 Obtain, according to the indication information, at least one task ticket to be processed that is processed by the first processing party from the task set, and task information of the task ticket.
  • the first processing party may have a corresponding prompt function prompting the current task work order to be processed, for example, by using the first prompt information or the second
  • the prompt message indicates that there is currently a task ticket to be processed.
  • the first processing party may send the indication information based on the prompt information to obtain a task ticket to be processed. After receiving the indication information fed back by the first processing party, obtaining, according to the indication information, a task ticket with the processing authority of the first processing party from the task set, or receiving a task ticket forwarded by the second processing party, and Obtain the task information of the task ticket while acquiring the task ticket.
  • the threshold number of the task work orders may be configured, that is, each time the indication information is corresponding to the task work order that does not exceed the threshold number. After obtaining the task ticket and its task information, the corresponding information may be displayed in the task bar, the chat window, and the user information bar of the task processing webpage of the first processing party.
  • Step 206 Generate processing information according to task information of the task ticket.
  • Step 208 each task ticket is taken as a task in the task bar, in the task
  • the processing information is displayed in a category in each task of the column.
  • the task corresponding to the task work order can be added in the task bar of the task processing webpage of the first processing party, that is, a task work order is added to the task bar as a task.
  • each task in the task bar can display corresponding processing information to identify the processing status of the task ticket.
  • the corresponding processing information may be generated according to the task information of the task ticket, wherein the processing information includes at least one of the following: source information, task tag information, and status information.
  • the processing information includes at least one of the following: source information, task tag information, and status information.
  • the processing information of the task ticket can be generated according to the task information, including generating source information, such as the associated interaction platform; generating task tag information, such as whether For order transfer, whether it is a new order (newly accessed task ticket) and user's level information, etc.; and generate status information, such as whether it is not processed, whether there are several unread messages, whether the user is online or not.
  • the processing information of the task can be classified and displayed, for example, one task per task in the task bar is configured, and each column displays a processing information of the task, which is convenient for the processing of the task based on the task.
  • the information selection task work order is processed.
  • the chat window of the task processing webpage and the display content of the user information bar are all related to the selected task ticket, so after the first processing party selects a task ticket in the task bar, the chat window and the user The information bar displays the information corresponding to the selected task ticket.
  • Step 210 Open a chat window corresponding to the selected task work order in the task processing webpage for the task work order selected in the task bar.
  • a chat window may be opened between the first processing party and the corresponding user of the selected task work order, and the first processing party may perform an instant messaging message with the user in the chat window. Interacting, determining relevant information of the work order by interaction, thereby performing information interaction with the task bar and the user information column based on the interaction data, and updating the displayed information in real time.
  • Step 212 Obtain user information from task information of the selected task ticket, and display the user information in a user information column of the task processing webpage.
  • the user information includes related information of the user in the interaction platform, and source information fed back by the user And part of the attribute information, for example, the user name of the user in the interactive platform, the interaction record, the level, and the information type of the feedback source information, and then display the user information in turn in the user information column of the processing task page.
  • the first processing party can interact with the user in the chat window of the task processing webpage, and the interaction data can be generated through the interaction in the chat window, and the interaction data can be realized by the interaction data.
  • the interaction between the chat window and the task bar and the user information bar, and the information of the task bar and the user information bar are updated.
  • Step 214 Update the processing information of the task work order by using the interaction data generated by the chat window.
  • Step 216 displaying updated task information in the task bar.
  • the interaction data generated by the chat window may update the processing information of the task ticket, for example, updating the status information in the processing information from unprocessed to processed, generating the title of the task ticket according to the content of the interaction data, etc., thereby
  • the updated task information is displayed in the column, and the first processing party selects the task work order according to the processing information in time for processing.
  • updating the processing information of the task ticket by using the interaction data generated by the chat window including: detecting, according to the first preset condition, the interaction data generated by the chat window
  • the interaction information, the interaction information that meets the first preset condition is used as the task title in the processing information; and/or, the number of interaction information in the interaction data generated by the chat window is detected, according to the interaction information.
  • the quantity updates the status information in the processing information.
  • the processing information of the task bar may be updated by using the interaction data generated in the chat window corresponding to the task ticket.
  • the task title may be extracted from the interaction information, so the interaction data generated by the chat window is detected, and the interaction information conforming to the first preset condition is acquired.
  • a preset condition is used to determine the task title of the task in the taskbar.
  • the first preset condition is configured as the first instant messaging message in the chat window, that is, the first instant messaging message is used as the task title; or the first preset condition is the latest instant messaging message, and the latest instant messaging message is sent. As the task title.
  • the status information in the processing information may be updated by the quantity of interaction information in the interaction data.
  • the first processing party needs to process multiple tasks in parallel, so when processing the currently selected task ticket, other task work orders correspond to The user may also send an instant messaging message.
  • the interaction information may be configured as an instant message that is not currently read, and the number of unread instant messaging messages is identified in the status information of the task ticket. It is convenient for the processing party to know the processing status of other task work orders in time when processing a task work order.
  • Step 218 Detect interaction information that meets the second preset condition from the interaction data generated by the chat window.
  • Step 220 Add the interaction information that meets the second preset condition to the user information, and display the added user information in the user information column.
  • the first processing party can obtain more information about the feedback source information of the user, so the interaction information generated by the chat window can not only update the processing information of the task bar, but also can be used for the user.
  • the user information of the information bar is updated.
  • the second preset condition is configured to extract user information from the interaction data, so that the interaction information that meets the second preset condition may be detected from the interaction data, and the interaction information is added to the user information, and Displayed in the user information bar.
  • the first processing party classifies the source information fed back by the user in the process of interacting with the user, for example, identifying the corresponding category information through a shortcut button in the chat window, thereby displaying the category information as interactive information in the user information column.
  • the task work order forwarded by the second processing party by the transfer order further includes: synchronizing the historical work data of the forwarded work order corresponding user and the second processing party; After the chat window of the user corresponding to the forwarded work order is opened in the processing webpage, the historical interaction data is displayed in the chat window.
  • the second processing party For the task ticket forwarded by the second processing party, since the task ticket has already performed the processing operation in the task processing webpage of the second processing party, that is, the second processing party performs the corresponding user with the task ticket through the chat window. The interaction, so the task work order generates corresponding interaction data, and when the task work order is forwarded to the first processing party, the historical interaction data generated by the task work order on the second processing party is also synchronized.
  • the processing information and task information when it is processed by the second processing party are synchronized to the first processing party as task information, thereby displaying corresponding processing information in the task bar.
  • the corresponding chat window is displayed according to the historical interaction data, for example, displaying the instant messaging message record of the user and the second processing party, and the second processing
  • the tag information configured in the chat window such as stored comment information, and the like, and the user information is displayed in the corresponding user information column.
  • the information of the user information bar and the task bar may also be updated based on the interaction data until the task work order processing is completed, and the task is closed.
  • the task processing webpage includes a task bar, a chat window, and a user information bar, wherein the interaction data generated by the chat window can update the processing information of the corresponding task ticket in the task bar, and can correspond to the task work order.
  • the user information in the user information column is updated, thereby realizing the interaction of information between various parts in the task processing webpage, thereby improving processing efficiency.
  • the task work order can be obtained from the task set, or the task work order forwarded by other processing parties, and the task work order allocation method is relatively flexible, so that the processing party can determine the acquisition of the task work order autonomously, and further improve the processing efficiency.
  • the present embodiment uses the problem data as the source information of the feedback to discuss an information access processing method related to user interaction in the process of processing source information.
  • the processor of the information platform may need to interact with the user to obtain more comprehensive attribute information of the source information.
  • the game interface can be chatted with the customer service (processing party) via the toolbar (the toolbar), and the system automatically Generate task tickets and store them in large databases. The task ticket will then enter the task collection for processing.
  • the processing task page of the processing party may perform a reminder, for example, by turning the round pull button in the upper left corner of the webpage to orange, to prompt the processing party. Pull the task ticket to serve the player.
  • One of the processing parties may have one or more types of processing rights, and may determine a task ticket according to its processing authority and prompt, for example, if a processing party has two processing rights, the login processing page displays the login account with The pull permission of the task ticket of the two groups can selectively pull the task ticket.
  • the task bar can be configured on the left side of the task processing webpage, and all tasks pulled by the processor are displayed in the task bar.
  • One task ticket is used as a task, and each task in the task bar is classified into various processing information, for example, Display: source information, such as user feedback question corresponding to the logo of the game platform, such as a game icon; task title, for example, the problem content of the problem data; task tag information, that is, special identification information of the problem data, for example: user's VIP Whether the level, task work order is a transfer order, whether the work order is a new order, etc.; and status information, that is, the current processing status of the task work order, can be marked by a status recovery identifier, for example, a gray dot represents the player offline, yellow-green The dot represents the player online, and the dot indicates “not” for the unanswered player, and the number on the dot indicates that there are N unread messages.
  • a status recovery identifier for example, a gray dot represents the player
  • a chat window that displays the real-time conversation between the processor and the player can be configured, and the user information bar is displayed on the right side to display relevant information of the player, including character data, historical questions, work order trajectories, platform scores, etc.
  • Problem data and user information in the game platform such as the game area of the player, the role name level, the payment level, the type of question currently asked, the message mode to enter the system, the customer service response time, the recharge list, history All the problem documents mentioned, the player platform points and so on.
  • the processing party can comprehensively understand the relevant information of the player's feedback on the problem, including the processing information of the task ticket and the user information, so that the processing party can communicate with the user, and the communication between the processing party and the user can also be updated and supplemented. Improve the processing of information and user information, improve the feedback efficiency of player problem data.
  • the embodiment further discloses an information access processing apparatus.
  • FIG. 3 a block diagram of an embodiment of an information access processing apparatus according to an embodiment of the present invention is shown, which may specifically include the following modules:
  • the obtaining module 302 is configured to obtain at least one task ticket to be processed according to the indication information.
  • the taskbar display module 304 is configured to display processing information of the task ticket in a task bar of the task processing webpage.
  • a window opening module 306 configured to open a chat window of the user corresponding to the selected task ticket in the task processing webpage for the task ticket selected in the task bar; and in the taskbar The updated task information is displayed in .
  • the update module 308 is configured to update the processing information of the task work order by using the interaction data generated by the chat window.
  • At least one task ticket to be processed can be obtained according to the indication information and displayed in the task bar of the task processing webpage, so that multiple task work orders can be processed in parallel through the task processing webpage, thereby improving processing efficiency.
  • the corresponding chat window can be opened to interact with the corresponding user, and the processing information of the task work order is updated according to the interaction data, and the processing information of the task is obtained in time, thereby further improving the processing efficiency.
  • FIG. 4 is a structural block diagram of an embodiment of an information access processing apparatus according to another embodiment of the present invention, which may specifically include the following modules:
  • the obtaining module 402 is configured to obtain at least one task ticket to be processed according to the indication information.
  • the taskbar display module 404 is configured to display processing information of the task ticket in a task bar of the task processing webpage.
  • a window opening module 406 configured to open a chat window of the user corresponding to the selected task ticket in the task processing webpage for the task ticket selected in the task bar; and in the taskbar The updated task information is displayed in .
  • the update module 408 is configured to update the processing information of the task work order by using the interaction data generated by the chat window.
  • the obtaining module 402 includes: a receiving submodule 40202, configured to receive indication information that is fed back by the first processing unit, and a work order obtaining submodule 40204, configured to obtain the foregoing from the task set according to the indication information.
  • the first processing party has at least one task ticket to be processed that processes the authority, and task information of the task ticket.
  • the generating module 410 is configured to generate processing information according to the task information of the task work order, where the processing information includes at least one of the following: source information, task tag information, and status information.
  • the taskbar display module 404 is configured to use each task ticket as a task in the task bar, and display the processing information in each task of the task bar.
  • the update module 408 is configured to detect interaction information that meets the first preset condition from the interaction data generated by the chat window, and use the interaction information that meets the first preset condition as the task title in the processing information. And/or, detecting the number of interaction information in the interaction data generated by the chat window, and updating the state information in the processing information according to the quantity of the interaction information.
  • the information bar display module 412 is configured to obtain user information from the task information of the selected task ticket, and display the user information in a user information column of the task processing webpage.
  • the update module 408 is further configured to: detect interaction information that meets the second preset condition from the interaction data generated by the chat window, and add the interaction information that meets the second preset condition to the user information;
  • the information bar display module is further configured to display the added user information in the user information column.
  • the first prompting module 414 is configured to determine, according to the information type of each task ticket in the task set, a first processing party that has processing authority for the task ticket; and display the task processing webpage of the first processing party
  • the first prompt information is used to prompt that the first processing party currently has a task ticket to be processed.
  • the second prompting module 416 is configured to determine, according to the received instruction of the second processing party, the first processing party having the processing authority, and display the second prompt information in the task processing webpage of the first processing party, The first processing party is prompted to have a task ticket forwarded from the second processing party.
  • the obtaining module 402 is further configured to: synchronize the historical work data of the forwarded work order corresponding to the user and the second processing party; and further include: a window display module, configured to be in the task processing network After the chat window corresponding to the forwarded task ticket is opened in the page, the historical interaction data is displayed in the chat window.
  • the task processing webpage includes a task bar, a chat window, and a user information bar, wherein the interaction data generated by the chat window can update the processing information of the corresponding task ticket in the task bar, and can correspond to the task work order.
  • the user information in the user information column is updated, thereby realizing the interaction of information between various parts in the task processing webpage, thereby improving processing efficiency.
  • the task work order can be obtained from the task set, or the task work order forwarded by other processing parties, and the task work order allocation method is relatively flexible, so that the processing party can determine the acquisition of the task work order autonomously, and further improve the processing efficiency.
  • the description is relatively simple, and the relevant parts can be referred to the description of the method embodiment.
  • modules in the devices in the embodiments can be self-contained. Adaptably change and place them in one or more devices different from this embodiment.
  • the modules or units or components of the embodiments may be combined into one module or unit or component, and further they may be divided into a plurality of sub-modules or sub-units or sub-components.
  • any combination of the features disclosed in the specification, including the accompanying claims, the abstract and the drawings, and any methods so disclosed, or All processes or units of the device are combined.
  • Each feature disclosed in this specification (including the accompanying claims, the abstract and the drawings) may be replaced by alternative features that provide the same, equivalent or similar purpose.
  • the various component embodiments of the present invention may be implemented in hardware, or in a software module running on one or more processors, or in a combination thereof.
  • a microprocessor or digital signal processor may be used in practice to implement some or all of some or all of the components of the information access processing method and apparatus in accordance with embodiments of the present invention.
  • the invention can also be implemented as a device or device program (e.g., a computer program and a computer program product) for performing some or all of the methods described herein.
  • a program implementing the invention may be stored on a computer readable medium or may be in the form of one or more signals. Such signals may be downloaded from an Internet website, provided on a carrier signal, or provided in any other form.
  • Figure 5 illustrates a computing device that can implement information access processing in accordance with the present invention.
  • the computing device conventionally includes a processor 510 and a program product or readable medium in the form of a memory 520.
  • Memory 520 can be an electronic memory such as a flash memory, EEPROM (Electrically Erasable Programmable Read Only Memory), EPROM, or ROM.
  • Memory 520 has a memory space 530 for program code 531 for performing any of the method steps described above.
  • storage space 530 for program code may include various program generations for implementing various steps in the above methods, respectively. Code 531.
  • These program codes can be read from or written to one or more program products. These program products include program code carriers such as memory cards.
  • Such a program product is typically a portable or fixed storage unit as described with reference to FIG.
  • the storage unit may have storage segments, storage spaces, and the like that are similarly arranged to memory 520 in the computing device of FIG.
  • the program code can be compressed, for example, in an appropriate form.
  • the storage unit includes readable code 531', ie, code that can be read by a processor, such as 510, that when executed by a computing device causes the computing device to perform various steps in the methods described above .

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Abstract

一种信息接入处理方法和装置，所述的方法包括：依据指示信息获取至少一个待处理的任务工单，在任务处理网页的任务栏中显示所述任务工单的处理信息；针对在所述任务栏中选定的任务工单，在所述任务处理网页中开启与所述选定的任务工单对应用户的聊天窗口；采用所述聊天窗口生成的交互数据对所述任务工单的处理信息进行更新，并在所述任务栏中显示更新的任务信息。可以通过任务处理网页中并行处理多个任务工单，提高处理效率，以及通过聊天窗口的交互数据对该任务工单的处理信息更新，及时获取该任务的处理信息，进一步调高处理效率。

Description

一种信息接入处理方法和装置 技术领域
本发明涉及信息处理技术领域，特别是涉及一种信息接入处理方法和一种信息接入处理装置。
背景技术
用户在使用一些平台时，往往会出现各种不同的问题，例如使用微博等社交平台可能会举报不良用户，找回密码等，如玩在线游戏室可能需要找回装备、找回账号，又如使用淘宝等购物平台是可能出现支付失败、***被盗等问题，此时需要发送相关信息给处理平台以解决上述问题。
发明内容
鉴于上述问题，提出了本发明以便提供一种克服上述问题或者至少部分地解决上述问题的信息接入处理方法和相应的信息接入处理装置。
依据本发明的一个方面，提供了一种信息接入处理方法，包括：依据指示信息获取至少一个待处理的任务工单，在任务处理网页的任务栏中显示所述任务工单的处理信息；针对在所述任务栏中选定的任务工单，在所述任务处理网页中开启与所述选定的任务工单对应用户的聊天窗口；采用所述聊天窗口生成的交互数据对所述任务工单的处理信息进行更新，并在所述任务栏中显示更新的任务信息。
根据本发明的另一个方面，公开了一种信息接入处理装置，包括：获取模块，用于依据指示信息获取至少一个待处理的任务工单；任务栏显示模块，用于在任务处理网页的任务栏中显示所述任务工单的处理信息；窗口开启模块，用于针对在所述任务栏中选定的任务工单，在所述任务处理网页中开启与所述选定的任务工单对应用户的聊天窗口；以及在所述任务栏中显示更新的任务信息；更新模块，用于采用所述聊天窗口生成的交互数据对所述任务工单的处理信息进行更新。
根据本发明的又一个方面，公开了一种程序，包括可读代码，当所述可读代码在计算设备上运行时，导致所述计算设备执行根据本发明实施例所述的信息接入处理方法。
根据本发明的又一个方面，一种可读介质，其中存储了如本发明实施例所述的程序。
本发明可以依据指示信息获取至少一个待处理的任务工单并显示在任务处理网页的任务栏中，因此可以通过任务处理网页中并行处理多个任务工单，提高处理效率。并且，对于选定的任务工单可以开启相应的聊天窗口与对应用户交互，并依据交互数据对该任务工单的处理信息更新，及时获取该任务的处理信息，进一步调高处理效率。
上述说明仅是本发明技术方案的概述，为了能够更清楚了解本发明的技术手段，而可依照说明书的内容予以实施，并且为了让本发明的上述和其它目的、特征和优点能够更明显易懂，以下特举本发明的具体实施方式。
附图说明
通过阅读下文优选实施方式的详细描述，各种其他的优点和益处对于本领域普通技术人员将变得清楚明了。附图仅用于示出优选实施方式的目的，而并不认为是对本发明的限制。而且在整个附图中，用相同的参考符号表示相同的部件。在附图中：
图1示出了根据本发明一个实施例的一种信息接入处理方法实施例的步骤流程图；
图2示出了根据本发明一个实施例的一种信息接入处理方法可选实施例的步骤流程图；
图3示出了根据本发明一个实施例的一种信息接入处理装置实施例的结构框图；
图4示出了根据本发明另一个实施例的一种信息接入处理装置实施例的结构框图；
图5示出了用于执行根据本发明的信息接入处理的方法的计算设备的框图；
图6示出了用于保持或者携带实现根据本发明的信息接入处理的方法的程序代码的存储单元。
具体实施方式
下面将参照附图更详细地描述本公开的示例性实施例。虽然附图中显示了本公开的示例性实施例，然而应当理解，可以以各种形式实现本公开而不应被这里阐述的实施例所限制。相反，提供这些实施例是为了能够更透彻地理解本公开，并且能够将本公开的范围完整的传达给本领域的技术人员。
参照图1，示出了根据本发明一个实施例的一种信息接入处理方法实施例的步骤流程图，具体可以包括如下步骤：
步骤102，依据指示信息获取至少一个待处理的任务工单，在任务处理网页的任务栏中显示所述任务工单的处理信息。
用户使用交互平台进行交互时，可能会出现问题需要反馈，此时可以将与该问题相关的源信息及其属性信息反馈给信息平台。
在反馈以及解决信息的过程中一种传输方式是交互平台传输方式，即用户可以在交互平台中启动即时通讯(Instant Messenger，IM)，与交互平台的客服沟通反馈相关信息。例如用户在网页中启动即时通讯功能后，反馈相关信息后，或者用户反馈的信息录入完成后，***会自动生成一个任务工单，以通过任务工单分配相应的处理方，处理方也可以通过指示信息获取任务工单。
为了及时对用户的反馈进行处理，***为处理方配置了任务处理网页，该任务处理网页包括任务栏和聊天窗口。其中，将一个任务工单作为一个任务，则任务栏中包括多个任务，使得一个处理方可以并行对多个任务进行处理；每个任务对应一个聊天窗口，使得处理方可以通过该聊天窗口与该任务对应用户进行即时通讯。
因此，针对处理方的任务处理网页，可以依据指示信息获取至少一个待处理的任务工单，即一次获取一个或多个任务，然后在该任务处理网页的任务栏中添加该任务工单对应的任务，并显示相应的处理信息。
步骤104，针对在所述任务栏中选定的任务工单，在所述任务处理网页 中开启与所述选定的任务工单对应用户的聊天窗口。
处理方可以从任务栏中选取任务进行处理，即针对在任务栏中选定的任务工单，在该任务处理网页中开启与该选定的任务工单对应用户的聊天窗口，通过该聊天窗口与用户进行交互，获取该用户反馈的信息相关的信息，基于聊天窗口的交互可以生成相应的交互数据用于对用户反馈信息进行处理。
步骤106，采用所述聊天窗口生成的交互数据对所述任务工单的处理信息进行更新，并在所述任务栏中显示更新的任务信息。
针对聊天窗口中生成的交互数据，该交互数据可以与任务处理网页的其他部分进行交互，例如与任务栏进行交互，即对任务栏中该任务工单的处理信息进行更新，并在该任务所在位置显示更新的任务信息，例如更新任务标题，任务处理状态。
综上所述，可以依据指示信息获取至少一个待处理的任务工单并显示在任务处理网页的任务栏中，因此可以通过任务处理网页中并行处理多个任务工单，提高处理效率。并且，对于选定的任务工单可以开启相应的聊天窗口与对应用户交互，并依据交互数据对该任务工单的处理信息更新，及时获取该任务的处理信息，进一步调高处理效率。
实施例二
在上述实施例的基础上，本实施例进一步论述信息接入处理方法。
本发明实施例中，为每个处理方的任务处理网页中配置了任务栏、聊天窗口和用户信息栏。其中，任务栏用于标识该处理方的任务，本实施例中将一个任务工单作为一个任务显示在任务栏中；聊天窗口用于与用户进行交互，进而生成交互数据；用户信息栏用于显示用户信息，如用户名、用户在交互平台中的相关信息等。
其中，对任务栏中任务的选取会导致聊天窗口和用户信息栏的变更，即在任务栏中选择任务(选定任务工单)后，聊天窗口就会变更为与该选定的任务工单对应用户交互的聊天窗口，相应的用户信息栏也会显示该选定的任 务工单对应用户的信息。即任务栏用于管理所有处理中的任务工单，而聊天窗口和用户信息栏仅与当前处理的任务工单相关。
本发明实施例中，任务工单生成后可以将任务工单加入到任务集合中，从而可以从该工单集合中获取相应的任务工单进行处理。其中，任务工单可以采用工单标识唯一表示，基于该工单标识加入任务集合并分配。并且，该任务集合可以仅存储未处理的任务工单，在任务工单分配处理方并接入该处理方的任务处理网页的任务栏后，可以将该任务工单从任务集合中删除。
可以从任务集合确定分配给处理方的任务工单，因此本发明一个可选实施例中，所述依据指示信息获取至少一个待处理的任务工单之前，还包括：依据任务集合中每个任务工单的信息类型，确定对所述任务工单具有处理权限的第一处理方；在所述第一处理方的任务处理网页中显示第一提示信息，以提示所述第一处理方当前存在待处理的任务工单。
本实施例中，***为每个处理方分配了处理权限，而在任务工单生成时就已经标记该任务工单的权限信息，例如通过该任务工单的信息类型确定权限信息。因此在任务工单进入任务集合后，就可以依据其权限信息确定对该任务工单具有处理权限的处理方，从而在相应处理方的任务处理网页中显示提示信息。
在指示第一处理方获取待处理任务工单之前，可以预先获取任务集合中的每个任务工单的信息类型，依据其信息类型确定该任务工单的权限信息，或者在任务工单进入任务集合之后，就依据该任务工单的信息类型确定权限信息。然后确定对该任务工单具有处理权限的各第一处理方。可以在每个具有处理权限的第一处理方的任务处理网页中都显示第一提示信息，用于提示该处理方当前存在待处理的任务工单，使得各第一处理方据此发送指示信息。
除了直接从任务集合中获取任务工单之外，任务工单还可以在不同处理方之间流转，以便在当前处理方无法处理该任务工单时转发给另一个处理方进行处理。因此，本发明另一个可选实施例中，所述依据指示信息获取至少一个待处理的任务工单之前，还包括：依据接收的第二处理方反馈的转单指 示，确定具有处理权限的第一处理方；在所述第一处理方的任务处理网页中显示第二提示信息，以提示所述第一处理方当前存在从所述第二处理方转发的任务工单。
本实施例中，假设第二处理方无法处理当前的任务工单，该第二处理方可以通过转单指示将该任务工单转出发给另一个处理方。其中，第二处理方选择转单时可以直接选定接收转单的第一处理方，其该第一处理方是对该任务工单具有处理权限的处理方。则依据转单指示确定接收转单的第一处理方之后，可以在该第一处理方的任务处理网页中显示第二提示信息，用于提示第一处理方当前存在从第二处理方转发的任务工单。
下面基于图2详细论述任务工单的接入处理的一种实施方式。
参照图2，示出了根据本发明一个实施例的一种信息接入处理方法可选实施例的步骤流程图，具体可以包括如下步骤：
步骤202，接收第一处理方反馈的指示信息。
步骤204，依据所述指示信息从所述任务集合中获取所述第一处理方具有处理权限的至少一个待处理的任务工单，以及所述任务工单的任务信息。
第一处理方在使用任务处理网页处理任务工单与用户交互的过程中，该任务处理网页中可以具有相应的提示功能提示当前存在待处理的任务工单，例如通过第一提示信息或第二提示信息提示当前存在待处理的任务工单。第一处理方基于提示信息可以发送指示信息，以获取待处理的任务工单。在接收到第一处理方反馈的指示信息后，依据该指示信息从任务集合中获取该第一处理方具有处理权限的任务工单，或者接收由第二处理方转发的任务工单，并在获取任务工单的同时获取该任务工单的任务信息。
本实施例中，为防止处理方由于任务工单数量过多而影响处理效率，还可以配置获取任务工单的阈值数量，即每次指示信息对应获取不超过阈值数量的任务工单。在获取任务工单及其任务信息后可以在第一处理方的任务处理网页的任务栏、聊天窗口以及用户信息栏进行相应信息的展示。
步骤206，依据所述任务工单的任务信息生成处理信息。
步骤208，将每个任务工单作为所述任务栏中的一项任务，在所述任务 栏的每项任务中分类显示所述处理信息。
获取到任务工单及其任务信息后，可以在第一处理方的任务处理网页的任务栏中添加该任务工单对应的任务，即将一个任务工单作为一个任务添加到任务栏中。并且，任务栏中每个任务都可以显示相应的处理信息以标识对任务工单的处理状况。
因此，可以依据任务工单的任务信息生成相应的处理信息，其中，所述处理信息包括以下至少一项：来源信息、任务标记信息和状态信息。其中在创建任务工单时会配置该任务工单相关的属性等任务信息，依据任务信息可以生成任务工单的处理信息，包括生成来源信息，如所属的交互平台；生成任务标记信息，如是否为转单任务、是否是新单(新接入的任务工单)以及用户的等级信息等；以及生成状态信息，如是否未处理、有几条未读消息、用户是否在线等。
基于上述处理信息，在任务栏中显示各任务时，可以分类显示任务的处理信息，例如配置任务栏中每一行为一个任务，每一列显示任务的一种处理信息，便于处理方基于任务的处理信息选取任务工单进行处理。
本实施例中，任务处理网页的聊天窗口和用户信息栏的显示内容均与选定的任务工单相关，因此在第一处理方选定任务栏中某一任务工单后，聊天窗口和用户信息栏即会显示与该选定任务工单相应的信息。
步骤210，针对在所述任务栏中选定的任务工单，在所述任务处理网页中开启与所述选定的任务工单对应用户的聊天窗口。
针对该选定的任务工单，可以开启第一处理方与该选定的任务工单对应用户之间进行交互的聊天窗口，第一处理方可以在该聊天窗口中与用户进行即时通讯消息的交互，通过交互确定该任务工单的相关信息，从而基于交互数据与任务栏、用户信息栏进行信息交互，对其显示的信息进行实时更新。
步骤212，从所述选定的任务工单的任务信息中获取用户信息，在所述任务处理网页的用户信息栏中显示所述用户信息。
针对选定的任务工单，从该选定的任务工单的任务信息中获取用户信息，用户信息包括用户在交互平台中的相关信息，以及用户所反馈的源信息 及其部分属性信息，例如，用户在交互平台中的用户名，交互记录、等级、以及反馈源信息的信息类型等用户信息，然后在处理任务网页的用户信息栏中依次对各用户信息进行显示。
选定任务工单并展示聊天窗口以及用户信息栏之后，第一处理方可以在任务处理网页的聊天窗口中和用户进行交互，通过聊天窗口中的交互可以生成交互数据，通过该交互数据可以实现聊天窗口和任务栏、用户信息栏之间的交互，更新任务栏、用户信息栏的信息。
步骤214，采用所述聊天窗口生成的交互数据对所述任务工单的处理信息进行更新。
步骤216，在所述任务栏中显示更新的任务信息。
聊天窗口生成的交互数据可以对任务工单的处理信息进行更新，例如将处理信息中的状态信息由未处理更新为已处理，依据交互数据的内容生成该任务工单的标题等，从而在任务栏中显示更新的任务信息，并与第一处理方及时依据处理信息选取任务工单进行处理。
本发明一个可选实施例中，采用所述聊天窗口生成的交互数据对所述任务工单的处理信息进行更新，包括：从所述聊天窗口生成的交互数据中检测符合第一预置条件的交互信息，将所述符合第一预置条件的交互信息作为所述处理信息中的任务标题；和/或，检测所述聊天窗口生成的交互数据中交互信息的数量，依据所述交互信息的数量对所述处理信息中的状态信息进行更新。
本实施例中，可以采用任务工单对应聊天窗口中生成的交互数据对任务栏的处理信息进行更新。本实施例中为了便于处理方及时了解所处理的任务工单，可以从交互信息中抽取任务标题，因此对聊天窗口生成的交互数据进行检测，获取符合第一预置条件的交互信息，该第一预置条件用于确定任务栏中任务的任务标题。例如配置第一预置条件为聊天窗口中第一条即时通讯消息，即将第一条即时通讯消息作为任务标题；或者设置第一预置条件为最新的即时通讯消息，则将最新的即时通讯消息作为任务标题。
并且，还可以基于交互数据对任务栏中该任务工单的状态信息进行更 新，其中可以采用交互数据中交互信息的数量更新处理信息中的状态信息，例如，第一处理方要并行处理多个任务，因此在处理当前选定的任务工单时，其他任务工单对应用户也可能发送了即时通讯消息，此时可以将交互信息配置为当前未读取的即时通讯消息，则在该任务工单的状态信息中标识未读取的即时通讯消息的条数。便于处理方在处理一个任务工单时，及时了解其他任务工单的处理情况。
步骤218，从所述聊天窗口生成的交互数据中检测符合第二预置条件的交互信息。
步骤220，将所述符合第二预置条件的交互信息添加到所述用户信息中，并在所述用户信息栏中显示添加的用户信息。
第一处理方在通过聊天窗口与用户交互的过程中，可以获取更多用户对反馈源信息的相关信息，因此聊天窗口生成的交互信息不但可以对任务栏的处理信息进行更新，还可以对用户信息栏的用户信息进行更新。
本实施例配置了第二预置条件，用于从交互数据中抽取用户信息，因此可以从交互数据中检测出符合第二预置条件的交互信息，将该交互信息添加到用户信息中，并显示在用户信息栏中。例如，第一处理方在与用户交互过程中对该用户反馈的源信息进行分类，例如通过聊天窗口中的快捷按钮标识相应的分类信息，从而将分类信息作为交互信息显示在用户信息栏中。
本实施例中，对于通过转单指示由第二处理方转发的任务工单，还包括：同步所述转发的任务工单对应用户与所述第二处理方的历史交互数据；在所述任务处理网页中开启与所述转发的任务工单对应用户的聊天窗口后，在所述聊天窗口中展示所述历史交互数据。
针对由第二处理方转发的任务工单，由于该任务工单已经在第二处理方的任务处理网页中执行了处理操作，即第二处理方通过聊天窗口与该任务工单对应用户进行了交互，因此该任务工单生成了相应的交互数据，在将该任务工单转发给第一处理方时，也要同步该任务工单在第二处理方生成的历史交互数据。
在第一处理方接收该任务工单并添加到第一处理方的任务处理网页的 任务栏之后，其在第二处理方处理时的处理信息和任务信息会作为任务信息同步给第一处理方，从而在任务栏中展示相应的处理信息。此后，在第一处理方选定该转接的任务工单时，对应聊天窗口中就会依据历史交互数据进行展示，例如展示该用户与第二处理方的即时通讯消息记录，以及第二处理方在该聊天窗口中配置的标记信息，例如存储的备注信息等，并且在对应的用户信息栏中展示用户信息。
当然，在此后第一处理方的处理过程中，同样可以基于交互数据对用户信息栏和任务栏的信息进行更新，直到任务工单处理完成，关闭该任务。
综上所述，任务处理网页中包括任务栏、聊天窗口和用户信息栏，其中聊天窗口生成的交互数据，可以对任务栏中对应任务工单的处理信息进行更新，并且可以对任务工单对应用户信息栏中用户信息进行更新，从而实现任务处理网页中各部分之间信息的交互，提高处理效率。
其次，任务工单可以从任务集合中获取，也可以由其他处理方转发的任务工单，任务工单的分配方法比较灵活，使得处理方自主确定任务工单的获取，进一步提高处理效率。
实施例三
在上述实施例的基础上，本实施例以问题数据作为反馈的源信息举例论述对源信息处理过程中，与用户交互相关的信息接入处理方法。
针对问题数据，其在反馈源信息，以及源信息在信息平台的处理过程中，都可能需要信息平台的处理方与用户进行交互，从而获取源信息更全面的属性信息等内容。
例如，对于某一款网页游戏，玩家(用户)在信息平台上提交在线问题后，可以在游戏界面通过toolbar(工具栏)跟客服(处理方)建立即时通讯进行聊天，此时，***会自动生成任务工单并存储大数据库中。任务工单此后会进入任务集合中等待处理。
在当前处理方具有该任务工单的处理权限时，该处理方的任务处理网页可以进行提醒，例如通过网页左上角圆形拉取按钮变为橙色，来提示处理方 拉取任务工单以为玩家提供服务。其中一个处理方可以具有一种或多种类型的处理权限，可以依据其处理权限确定任务工单并提示，例如某一处理方具有两种处理权限，则其任务处理网页上显示该登录账号具有两个组的任务工单的拉取权限，可选择性的拉取任务工单。
任务处理网页的左侧可以配置任务栏，任务栏中显示该处理方所拉取的所有任务，其中一个任务工单作为一个任务，在任务栏中每个任务会分类显示各处理信息，例如依次显示：来源信息，例如用户反馈问题对应游戏平台的标识，如游戏图标；任务标题，例如，即该问题数据的问题内容；任务标记信息，即该问题数据的特殊标识信息，例如：用户的VIP等级、任务工单是否为转单、任务工单是否为新单等；以及状态信息，即任务工单当前的处理状态，可以采用状态恢复标识来标示，例如灰色圆点代表玩家离线，黄绿色圆点代表玩家在线，圆点上显示“未”代表未答复玩家，圆点上有数字代表存在N条未读消息等。从而通过任务栏可以清晰的显示每个任务工单的处理情况。
任务处理网页的中间可以配置显示处理方与玩家实时会话的聊天窗口，而右侧配置显示用户信息栏以显示玩家的相关信息，包括角色资料、历史提问、工单轨迹、平台积分等玩家在反馈问题数据以及其在游戏平台中的用户信息，例如玩家所在游戏区服、角色名等级、付费等级、当前所提问问题类型、是通过何种消息模式进入***、客服响应时间、充值详单，历史提过的所有问题单据、该玩家平台积分等等。
从而通过任务处理网页，处理方可以全面的了解玩家对问题反馈的相关信息，包括任务工单的处理信息以及用户信息，从而便于处理方与用户沟通，而处理方与用户沟通也可以更新并补充完善处理信息和用户系信息，提高对玩家问题数据的反馈效率。
对于方法实施例，为了简单描述，故将其都表述为一系列的动作组合，但是本领域技术人员应该知悉，本发明实施例并不受所描述的动作顺序的限制，因为依据本发明实施例，某些步骤可以采用其他顺序或者同时进行。其次，本领域技术人员也应该知悉，说明书中所描述的实施例均属于优选实施 例，所涉及的动作并不一定是本发明实施例所必须的。
实施例四
在上述实施例的基础上，本实施例还公开了一种信息接入处理装置。
参照图3，示出了根据本发明一个实施例的一种信息接入处理装置实施例的结构框图，具体可以包括如下模块：
获取模块302，用于依据指示信息获取至少一个待处理的任务工单。
任务栏显示模块304，用于在任务处理网页的任务栏中显示所述任务工单的处理信息。
窗口开启模块306，用于针对在所述任务栏中选定的任务工单，在所述任务处理网页中开启与所述选定的任务工单对应用户的聊天窗口；以及在所述任务栏中显示更新的任务信息。
更新模块308，用于采用所述聊天窗口生成的交互数据对所述任务工单的处理信息进行更新。
综上所述，可以依据指示信息获取至少一个待处理的任务工单并显示在任务处理网页的任务栏中，因此可以通过任务处理网页中并行处理多个任务工单，提高处理效率。并且，对于选定的任务工单可以开启相应的聊天窗口与对应用户交互，并依据交互数据对该任务工单的处理信息更新，及时获取该任务的处理信息，进一步调高处理效率。
参照图4，示出了根据本发明另一个实施例的一种信息接入处理装置实施例的结构框图，具体可以包括如下模块：
获取模块402，用于依据指示信息获取至少一个待处理的任务工单。
任务栏显示模块404，用于在任务处理网页的任务栏中显示所述任务工单的处理信息。
窗口开启模块406，用于针对在所述任务栏中选定的任务工单，在所述任务处理网页中开启与所述选定的任务工单对应用户的聊天窗口；以及在所述任务栏中显示更新的任务信息。
更新模块408，用于采用所述聊天窗口生成的交互数据对所述任务工单的处理信息进行更新。
其中，所述获取模块402，包括：接收子模块40202，用于接收第一处理方反馈的指示信息；工单获取子模块40204，用于依据所述指示信息从所述任务集合中获取所述第一处理方具有处理权限的至少一个待处理的任务工单，以及所述任务工单的任务信息。
生成模块410，用于依据所述任务工单的任务信息生成处理信息，其中，所述处理信息包括以下至少一项：来源信息、任务标记信息和状态信息。
所述任务栏显示模块404，用于将每个任务工单作为所述任务栏中的一项任务，在所述任务栏的每项任务中分类显示所述处理信息。
所述更新模块408，用于从所述聊天窗口生成的交互数据中检测符合第一预置条件的交互信息，将所述符合第一预置条件的交互信息作为所述处理信息中的任务标题；和/或，检测所述聊天窗口生成的交互数据中交互信息的数量，依据所述交互信息的数量对所述处理信息中的状态信息进行更新。
信息栏显示模块412，用于从所述选定的任务工单的任务信息中获取用户信息，在所述任务处理网页的用户信息栏中显示所述用户信息。
所述更新模块408，还用于从所述聊天窗口生成的交互数据中检测符合第二预置条件的交互信息；将所述符合第二预置条件的交互信息添加到所述用户信息中；所述信息栏显示模块，还用于在所述用户信息栏中显示添加的用户信息。
第一提示模块414，用于依据任务集合中每个任务工单的信息类型，确定对所述任务工单具有处理权限的第一处理方；在所述第一处理方的任务处理网页中显示第一提示信息，以提示所述第一处理方当前存在待处理的任务工单。
第二提示模块416，用于依据接收的第二处理方反馈的转单指示，确定具有处理权限的第一处理方；在所述第一处理方的任务处理网页中显示第二提示信息，以提示所述第一处理方当前存在从所述第二处理方转发的任务工单。
所述获取模块402，还用于同步所述转发的任务工单对应用户与所述第二处理方的历史交互数据；还包括：窗口显示模块，用于在所述任务处理网 页中开启与所述转发的任务工单对应用户的聊天窗口后，在所述聊天窗口中展示所述历史交互数据。
综上所述，任务处理网页中包括任务栏、聊天窗口和用户信息栏，其中聊天窗口生成的交互数据，可以对任务栏中对应任务工单的处理信息进行更新，并且可以对任务工单对应用户信息栏中用户信息进行更新，从而实现任务处理网页中各部分之间信息的交互，提高处理效率。
其次，任务工单可以从任务集合中获取，也可以由其他处理方转发的任务工单，任务工单的分配方法比较灵活，使得处理方自主确定任务工单的获取，进一步提高处理效率。
对于装置实施例而言，由于其与方法实施例基本相似，所以描述的比较简单，相关之处参见方法实施例的部分说明即可。
在此提供的算法和显示不与任何特定计算机、虚拟***或者其它设备固有相关。各种通用***也可以与基于在此的示教一起使用。根据上面的描述，构造这类***所要求的结构是显而易见的。此外，本发明也不针对任何特定编程语言。应当明白，可以利用各种编程语言实现在此描述的本发明的内容，并且上面对特定语言所做的描述是为了披露本发明的最佳实施方式。
在此处所提供的说明书中，说明了大量具体细节。然而，能够理解，本发明的实施例可以在没有这些具体细节的情况下实践。在一些实例中，并未详细示出公知的方法、结构和技术，以便不模糊对本说明书的理解。
类似地，应当理解，为了精简本公开并帮助理解各个发明方面中的一个或多个，在上面对本发明的示例性实施例的描述中，本发明的各个特征有时被一起分组到单个实施例、图、或者对其的描述中。然而，并不应将该公开的方法解释成反映如下意图：即所要求保护的本发明要求比在每个权利要求中所明确记载的特征更多的特征。更确切地说，如下面的权利要求书所反映的那样，发明方面在于少于前面公开的单个实施例的所有特征。因此，遵循具体实施方式的权利要求书由此明确地并入该具体实施方式，其中每个权利要求本身都作为本发明的单独实施例。
本领域那些技术人员可以理解，可以对实施例中的设备中的模块进行自 适应性地改变并且把它们设置在与该实施例不同的一个或多个设备中。可以把实施例中的模块或单元或组件组合成一个模块或单元或组件，以及此外可以把它们分成多个子模块或子单元或子组件。除了这样的特征和/或过程或者单元中的至少一些是相互排斥之外，可以采用任何组合对本说明书(包括伴随的权利要求、摘要和附图)中公开的所有特征以及如此公开的任何方法或者设备的所有过程或单元进行组合。除非另外明确陈述，本说明书(包括伴随的权利要求、摘要和附图)中公开的每个特征可以由提供相同、等同或相似目的的替代特征来代替。
此外，本领域的技术人员能够理解，尽管在此所述的一些实施例包括其它实施例中所包括的某些特征而不是其它特征，但是不同实施例的特征的组合意味着处于本发明的范围之内并且形成不同的实施例。例如，在下面的权利要求书中，所要求保护的实施例的任意之一都可以以任意的组合方式来使用。
本发明的各个部件实施例可以以硬件实现，或者以在一个或者多个处理器上运行的软件模块实现，或者以它们的组合实现。本领域的技术人员应当理解，可以在实践中使用微处理器或者数字信号处理器(DSP)来实现根据本发明实施例的信息接入处理方法和装置设备中的一些或者全部部件的一些或者全部功能。本发明还可以实现为用于执行这里所描述的方法的一部分或者全部的设备或者装置程序(例如，计算机程序和计算机程序产品)。这样的实现本发明的程序可以存储在计算机可读介质上，或者可以具有一个或者多个信号的形式。这样的信号可以从因特网网站上下载得到，或者在载体信号上提供，或者以任何其他形式提供。
例如，图5示出了可以实现根据本发明的信息接入处理的计算设备。该计算设备传统上包括处理器510和以存储器520形式的程序产品或者可读介质。存储器520可以是诸如闪存、EEPROM(电可擦除可编程只读存储器)、EPROM或者ROM之类的电子存储器。存储器520具有用于执行上述方法中的任何方法步骤的程序代码531的存储空间530。例如，用于程序代码的存储空间530可以包括分别用于实现上面的方法中的各种步骤的各个程序代 码531。这些程序代码可以从一个或者多个程序产品中读出或者写入到这一个或者多个程序产品中。这些程序产品包括诸如存储卡之类的程序代码载体。这样的程序产品通常为如参考图6所述的便携式或者固定存储单元。该存储单元可以具有与图5的计算设备中的存储器520类似布置的存储段、存储空间等。程序代码可以例如以适当形式进行压缩。通常，存储单元包括可读代码531’，即可以由例如诸如510之类的处理器读取的代码，这些代码当由计算设备运行时，导致该计算设备执行上面所描述的方法中的各个步骤。
应该注意的是上述实施例对本发明进行说明而不是对本发明进行限制，并且本领域技术人员在不脱离所附权利要求的范围的情况下可设计出替换实施例。在权利要求中，不应将位于括号之间的任何参考符号构造成对权利要求的限制。单词“包含”不排除存在未列在权利要求中的元件或步骤。位于元件之前的单词“一”或“一个”不排除存在多个这样的元件。本发明可以借助于包括有若干不同元件的硬件以及借助于适当编程的计算机来实现。在列举了若干装置的单元权利要求中，这些装置中的若干个可以是通过同一个硬件项来具体体现。单词第一、第二、以及第三等的使用不表示任何顺序。可将这些单词解释为名称。

Claims (22)

  1. 一种信息接入处理方法，包括：
    依据指示信息获取至少一个待处理的任务工单，在任务处理网页的任务栏中显示所述任务工单的处理信息；
    针对在所述任务栏中选定的任务工单，在所述任务处理网页中开启与所述选定的任务工单对应用户的聊天窗口；
    采用所述聊天窗口生成的交互数据对所述任务工单的处理信息进行更新，并在所述任务栏中显示更新的任务信息。
  2. 如权利要求1所述的方法，其特征在于，所述依据指示信息获取至少一个待处理的任务工单，包括：
    接收第一处理方反馈的指示信息；
    依据所述指示信息从所述任务集合中获取所述第一处理方具有处理权限的至少一个待处理的任务工单，以及所述任务工单的任务信息。
  3. 如权利要求2所述的方法，其特征在于，还包括：
    依据所述任务工单的任务信息生成处理信息，其中，所述处理信息包括以下至少一项：来源信息、任务标记信息和状态信息。
  4. 如权利要求3所述的方法，其特征在于，所述在任务处理网页的任务栏中显示所述任务工单的处理信息，包括：
    将每个任务工单作为所述任务栏中的一项任务，在所述任务栏的每项任务中分类显示所述处理信息。
  5. 如权利要求1所述的方法，其特征在于，采用所述聊天窗口生成的交互数据对所述任务工单的处理信息进行更新，包括：
    从所述聊天窗口生成的交互数据中检测符合第一预置条件的交互信息，将所述符合第一预置条件的交互信息作为所述处理信息中的任务标题；和/或
    检测所述聊天窗口生成的交互数据中交互信息的数量，依据所述交互信息的数量对所述处理信息中的状态信息进行更新。
  6. 如权利要求3所述的方法，其特征在于，还包括：
    从所述选定的任务工单的任务信息中获取用户信息，在所述任务处理网 页的用户信息栏中显示所述用户信息。
  7. 如权利要求6所述的方法，其特征在于，还包括：
    从所述聊天窗口生成的交互数据中检测符合第二预置条件的交互信息；
    将所述符合第二预置条件的交互信息添加到所述用户信息中，并在所述用户信息栏中显示添加的用户信息。
  8. 如权利要求1所述的方法，其特征在于，所述依据指示信息获取至少一个待处理的任务工单之前，还包括：
    依据任务集合中每个任务工单的信息类型，确定对所述任务工单具有处理权限的第一处理方；
    在所述第一处理方的任务处理网页中显示第一提示信息，以提示所述第一处理方当前存在待处理的任务工单。
  9. 如权利要求1所述的方法，其特征在于，所述依据指示信息获取至少一个待处理的任务工单之前，还包括：
    依据接收的第二处理方反馈的转单指示，确定具有处理权限的第一处理方；
    在所述第一处理方的任务处理网页中显示第二提示信息，以提示所述第一处理方当前存在从所述第二处理方转发的任务工单。
  10. 如权利要求9所述的方法，其特征在于，还包括：
    同步所述转发的任务工单对应用户与所述第二处理方的历史交互数据；
    在所述任务处理网页中开启与所述转发的任务工单对应用户的聊天窗口后，在所述聊天窗口中展示所述历史交互数据。
  11. 一种信息接入处理装置，包括：
    获取模块，用于依据指示信息获取至少一个待处理的任务工单；
    任务栏显示模块，用于在任务处理网页的任务栏中显示所述任务工单的处理信息；
    窗口开启模块，用于针对在所述任务栏中选定的任务工单，在所述任务处理网页中开启与所述选定的任务工单对应用户的聊天窗口；以及在所述任务栏中显示更新的任务信息；
    更新模块，用于采用所述聊天窗口生成的交互数据对所述任务工单的处理信息进行更新。
  12. 如权利要求11所述的装置，其特征在于，所述获取模块，包括：
    接收子模块，用于接收第一处理方反馈的指示信息；
    工单获取子模块，用于依据所述指示信息从所述任务集合中获取所述第一处理方具有处理权限的至少一个待处理的任务工单，以及所述任务工单的任务信息。
  13. 如权利要求12所述的装置，其特征在于，还包括：
    生成模块，用于依据所述任务工单的任务信息生成处理信息，其中，所述处理信息包括以下至少一项：来源信息、任务标记信息和状态信息。
  14. 如权利要求13所述的装置，其特征在于：
    所述任务栏显示模块，用于将每个任务工单作为所述任务栏中的一项任务，在所述任务栏的每项任务中分类显示所述处理信息。
  15. 如权利要求11所述的装置，其特征在于：
    所述更新模块，用于从所述聊天窗口生成的交互数据中检测符合第一预置条件的交互信息，将所述符合第一预置条件的交互信息作为所述处理信息中的任务标题；和/或，检测所述聊天窗口生成的交互数据中交互信息的数量，依据所述交互信息的数量对所述处理信息中的状态信息进行更新。
  16. 如权利要求13所述的装置，其特征在于，还包括：
    信息栏显示模块，用于从所述选定的任务工单的任务信息中获取用户信息，在所述任务处理网页的用户信息栏中显示所述用户信息。
  17. 如权利要求16所述的装置，其特征在于：
    所述更新模块，还用于从所述聊天窗口生成的交互数据中检测符合第二预置条件的交互信息；将所述符合第二预置条件的交互信息添加到所述用户信息中；
    所述信息栏显示模块，还用于在所述用户信息栏中显示添加的用户信息。
  18. 如权利要求11所述的装置，其特征在于，还包括：
    第一提示模块，用于依据任务集合中每个任务工单的信息类型，确定对所述任务工单具有处理权限的第一处理方；在所述第一处理方的任务处理网页中显示第一提示信息，以提示所述第一处理方当前存在待处理的任务工单。
  19. 如权利要求11所述的装置，其特征在于，还包括：
    第二提示模块，用于依据接收的第二处理方反馈的转单指示，确定具有处理权限的第一处理方；在所述第一处理方的任务处理网页中显示第二提示信息，以提示所述第一处理方当前存在从所述第二处理方转发的任务工单。
  20. 如权利要求19所述的装置，其特征在于：
    所述获取模块，还用于同步所述转发的任务工单对应用户与所述第二处理方的历史交互数据；
    还包括：窗口显示模块，用于在所述任务处理网页中开启与所述转发的任务工单对应用户的聊天窗口后，在所述聊天窗口中展示所述历史交互数据。
  21. 一种程序，包括可读代码，当所述可读代码在计算设备上运行时，导致所述计算设备执行根据权利要求1-10中的任一个所述的信息接入处理方法。
  22. 一种可读介质，其中存储了如权利要求21所述的程序。
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