Background technique
Workform management is the core function of customer service management system.During seeking advice from customer service, when the demand of user cannot letterWhen being solved by question and answer on line of list, needs to establish a list according to the demand content of client, and then customer service system can basisThe work order is transferred to relevant departments, enterprise and solved by the content of work order.
WorkForm System is generally widely used in client help and supports service, client's after-sale service, and enterprise IT supports service, exhalesCenter etc. is cried, for creating, is hung up, user, client, the transactions requests that affiliate or enterprises office worker submit are solved.RuleGeneralized, the processing and management affairs to unitize with sharpening.One complete WorkForm System also needs mating to possess a helpDocument repositories, the inside include client it is some it is common accept problem relevant information, the processing mode of FAQs and it is some itsHis help document etc..One WorkForm System is just as a track problems device, the tracking that can be apparent, inside and outside processing and filingProblem transaction request, normalized service track user.
Systematization, standardized work disposal process are provided.For cooperating between enterprise with the work of enterprises, has and criticizeThe characteristics of amount property, timeliness, performance.It is common in customer service management, such as the customer service work of banking system, game industryCustomer service work.
Now higher and higher to the quality requirement of customer service, customer experience and customer satisfaction are not only embodied in solutionIn terms of customer issue, effective control service time is equally highly important.For enterprise, the time is a kind of management moneySource.Effective setting work order automatic time task, not only brings good experience to client, same convenient for business and customer service peopleThe management of member.
In business administration various workflows be all include time rule, such as:
Do call-on back by phone within 2 days after the completion of customer order
After pre-sales customer service order, executive arm is issued within 5 minutes.
As not being timely completed after sale in customer service task processes, it is given to quality testing department examination etc. automatically.
Above example executes in process and all contains " time rule ", if these time rules fully rely on customer service peopleMember manually performs, and will lead to omission, time-out, or even influences the progress of entire enterprise's normal flow.
Existing customer service system should add " automatic time task " on itself powerful WorkForm System.Automatic timeA series of problems, such as what task perfectly solved work order task processing Time priority.
It improves customer satisfaction, reduces churn rate；
Help enterprise management process, efficient worksheet processing exhaustive；
It simplifies, receives whenever and wherever possible, handles work order；
Enterprise is assisted to commence business, Win Clients cooperation is loyal；
Customer service profession degree is promoted, enterprise's overall image, customer service experience upgrading are pushed；
" automatic time task " can be either pre-sales or after sale by corporate departments resource consolidation to a systemClient can be proposed if problematic by way of proposing work order, and " automatic time task " circulation is then utilized to arrive each departmentSolution is executed, utilizes " automatic time task " according to time rule between each department in this process, preset condition is set.FromAnd reach smooth circulation of the work order between each portion.
Work order automatic time task is also referred to as timed task.Essence is a work order Trigger of time, is met defaultCondition execute specific movement.But different, work order autotask is mainly the task with time correlation, withoutIt is the operation for meeting certain preset condition and executing at once.This function can not only simplify workflow, Er Qieji to the setting of timeThe earth mitigates the workload of customer service.
Summary of the invention
The technical problem to be solved by the present invention is in view of the deficiencies of the prior art, provide a kind of work based on customer service systemSingle automatic identification and distribution method and device.
The technical scheme to solve the above technical problems is that a kind of work order automatic identification based on customer service system withDistribution method comprising:
The real time data in work order page info is obtained according to preset parsing field；
Judge in the real time data with the presence or absence of the locking work order with lock flag；
If it is not, being then ranked up according to the first of acquisition the sequence Rule Information to the real time data, it is pending to generate work orderList；
Obtain the work state information of contact staff；
The work state information is ranked up according to the second of acquisition the sequence Rule Information, generates contact staff's columnTable；
According to the matching rule information of acquisition, the work order in the pending list of the work order is matched to the contact staff and is arrangedContact staff in table.
The beneficial effects of the present invention are: by will be by work order charg`e d'affaires's list that ordering rule is ranked up and by ordering ruleThe contact staff's list being ranked up is combined and matches, realize automatically will act on behalf work order according to priority be sequentially allocated toContact staff, the working condition and work order of comprehensive analysis contact staff act on behalf state, realize the reasonable distribution of work order, improve workSingle treatment effeciency improves user experience.The science matching for realizing the two improves service response efficiency and project good service refers toTarget technology control means, solve work order state and customer service represents the duty of working condition disconnection problem and worksheet qualityThe effect and efficiency appointed ownership, substantially increase worksheet.So that work order automatic identification and distribution technique make worksheet moreIncrease effect, science.Solve the pending state of client service center's work order without the property formulated, realize every Zhang Gong and singly reach according to settingThe customer service that matching rule dynamic is directed toward optimum state represents.
Based on the above technical solution, the present invention can also be improved as follows.
Further, the step of in the judgement real time data with the presence or absence of the locking work order with lock flag,Further include:
If so, the locking work order to be directly placed to the end of the pending list of the work order；
The contact staff in contact staff's list is obtained after the worksheet in the pending list of work order is completed, instituteThe contact staff in contact staff's list is stated to the disposition information of the locking work order；
According to the disposition information, state update is carried out to the first locking work order list, generates the second locking work orderList.
Beneficial effect using above-mentioned further scheme is: after the locked processing of pending work order, the work with lock flagIt is single to call to dynamic database end, be not involved in sequence but need process limited monitoring function, prevent locked work order notIt can handle in time, it, will be by having been automatically processed after system compulsive unlocking if occurring reaching the work order of early warning time limit still untreated lockingAt entire treatment process will record in work order information library.
Further, the early warning time limit that work order is locked in real-time time and the second locking work order list is obtained；
Judge whether the early warning time limit that work order is locked in the real-time time and the second locking work order list is identical；
If so, correspondingly the locking work order will be unlocked and handle.
Further, the work order in the pending list of the work order is matched to according to the matching rule information describedAfter the step of contact staff in contact staff's list, further includes:
Obtain the operating time information of the contact staff in contact staff's list；
The operating time information is analyzed, contact staff's utilization of hour information is generated.
Beneficial effect using above-mentioned further scheme is: generating contact staff's utilization of hour information, is convenient for personal managementAnd record improves working efficiency convenient for rationally utilizing personnel, improves user experience.
Further, the real time data is ranked up according to the first sequence Rule Information described, generates workAfter the step of single pending list, further includes:
Obtain the pending list generation process information of work order；
The generating process information is analyzed, worksheet efficiency information is generated.
Beneficial effect using above-mentioned further scheme is: worksheet efficiency information is generated, convenient for finding out at work orderThe problem of reason and improvement direction improve working efficiency, improve user experience.
Further, the pending list generation process information of the work order includes: between virtual robot quantity and/or monitoringEvery the worksheet efficiency information includes: the acquisition speed of work order information.
Beneficial effect using above-mentioned further scheme is: improving working efficiency, improves user experience.
Further, the real time data in the work order page info include: type of service and/or handling time and/orHang time and/or distribute time and/or work order arrival time and/or processing time and/or lock onto target and/or locking timeAnd/or unlocked time；
The work state information of the contact staff includes: the work number of contact staff and/or the standby time of contact staffAnd/or each task processing of leave the table time and/or the contact staff of the busy time and/or contact staff of contact staff startsEach task of time and/or contact staff processing terminate time；
The first sequence Rule Information includes: type of service and/or link process and/or link time limit.
Beneficial effect using above-mentioned further scheme is: improving working efficiency, improves user experience.
Further, described that the work state information is ranked up according to the second sequence Rule Information, it generatesThe step of contact staff's list, comprising:
According to the work state information, the working efficiency of contact staff is analyzed, generates contact staff's work effectRate information.
Beneficial effect using above-mentioned further scheme is: generating contact staff's working efficiency information, is convenient for personal managementAnd record improves working efficiency convenient for rationally utilizing personnel, improves user experience.
The another technical solution that the present invention solves above-mentioned technical problem is as follows:
A kind of work order automatic identification and distributor based on customer service system comprising:
Memory, for storing computer program；
Processor is realized as above described in any item a kind of based on customer service system for executing the computer programWork order automatic identification and distribution method.
The another technical solution that the present invention solves above-mentioned technical problem is as follows:
A kind of storage medium is stored with instruction in the storage medium, when computer reads described instruction, makes the meterCalculation machine executes a kind of as above described in any item work order automatic identifications and distribution method based on customer service system.
The advantages of additional aspect of the invention, will be set forth in part in the description, and will partially become from the following descriptionIt obtains obviously, or practice is recognized through the invention.
Specific embodiment
The principle and features of the present invention will be described below with reference to the accompanying drawings, and the given examples are served only to explain the present invention, andIt is non-to be used to limit the scope of the invention.
As shown in FIG. 1, FIG. 1 is the schematic flows of work order automatic identification and distribution method provided in an embodiment of the present inventionFigure.The present invention provides a kind of work order automatic identification and distribution method based on customer service system comprising:
The real time data in work order page info is obtained according to preset parsing field；
Judge in the real time data with the presence or absence of the locking work order with lock flag；
If it is not, being then ranked up according to the first of acquisition the sequence Rule Information to the real time data, it is pending to generate work orderList；
Obtain the work state information of contact staff；
The work state information is ranked up according to the second of acquisition the sequence Rule Information, generates contact staff's columnTable；
According to the matching rule information of acquisition, the work order in the pending list of the work order is matched to the contact staff and is arrangedContact staff in table.
The beneficial effects of the present invention are: by will be by work order charg`e d'affaires's list that ordering rule is ranked up and by ordering ruleThe contact staff's list being ranked up is combined and matches, realize automatically will act on behalf work order according to priority be sequentially allocated toContact staff, the working condition and work order of comprehensive analysis contact staff act on behalf state, realize the reasonable distribution of work order, improve workSingle treatment effeciency improves user experience.The science matching for realizing the two improves service response efficiency and project good service refers toTarget technology control means, solve work order state and customer service represents the duty of working condition disconnection problem and worksheet qualityThe effect and efficiency appointed ownership, substantially increase worksheet.So that work order automatic identification and distribution technique make worksheet moreIncrease effect, science.Solve the pending state of client service center's work order without the property formulated, realize every Zhang Gong and singly reach according to settingThe customer service that matching rule dynamic is directed toward optimum state represents.
First according to work order page info, preset parsing field forms work order letter for storing work order information real time dataDatabase is ceased, and by priority ordering rule, the work order in information bank is ranked up, for allocation rule module real-time calling.
Work order information library can continue uninterruptedly to refresh the pending work order page for 24 hours, extract related work order information, realization pairThe processing of system business work order.
Work order information library, records worksheet track, and key data includes work order type of service, arrival time, lockingThe information such as time, processing time, unlocked time, processing people.Effective integration customer service represents status information and work order information, canAnalyze the effect that entire work order distributes automatic running automatically.
Wherein, the second sequence Rule Information can be with are as follows: customer service represents working condition ordering rule, current according to customer serviceLocating working condition, such as time started are ranked up, leave the table than participating in work order distribution, specific ordering rule are as follows: work firstMake state, be followed successively by set it is not busy, busy, secondly under same condition by time started sequence, forward contact staff preferentially distributes.
Customer service overall work state and utilization of hour situation are recorded in customer service state information bank, includes: it is long, busy to set idleThe data informations such as commonplace duration, duration of leaving the table, work order quantity, according to this come calculate the rate of utilization of work hour, come analyze customer service representative workMake efficiency value.
The automatic allocation flow rule of work order can be with are as follows:
When work order is assigned to a customer service or customer service actively accepts a new work order and updates, its state by not yet byReason (new) (when open or customer service update the work order, work order state is become user is waited to reply in automatically becoming and accepting(pending)；
When the state of work order becomes other states from not yet accepting (new), it can not will become not yet accepting (new) againState；
When work order is assigned to a customer service group, this customer service group cannot be modified and be deleted；
When the state of work order is to wait replying (pending) or having solved (solved), user replys the work order, then shapeState automatically becomes accept in (open)；
Closed state is not shown on the page of administrator and customer service processing work order, but in trigger, checks classificationOn can have setting；
It is turned off when work order is turned into, it can not will be opened and reply again, it can only be deleted；
When only one customer service group, customer service (not being related to trigger) that all work orders will be automatically assigned to the group；
When only one customer service in customer service group, all work orders will be automatically assigned to he (not being related to trigger)；
When work order is assigned to customer service, in the customer service group of the current customer service, when updating work order, he will cannot accept againCustomer service is changed to sky；
When work order is assigned in a customer service group, its customer service group can not be set as empty again；
When work order is accepted by a customer service, which can distribute to the work order other customer service groups or single customer service,When being assigned to other customer service groups, customer service can select sky；
After the priority of work order is set, it cannot again will set priority to empty；
After the type of work order is set, it cannot again will set type to empty.
The present invention provides customer service system work order automatic identification and distribution technique is based on, in customer service demand process flowThe control work for being in a crucial ring in the process, being responsible for worksheet quality and good service index.Work order automatic identification withOn the basis of furtheing investigate work order information and customer service represents working condition, the science matching for realizing the two improves distribution techniqueThe technology control means of service response efficiency and project good service index, solve work order state and customer service represents working conditionDisconnection problem and the attribution of liability of worksheet quality, the effect and efficiency that substantially increase worksheet.
Work order automatic identification and distribution technique keep worksheet more efficient, scientific.It is pending to solve client service center's work orderThe customer service generation without the property formulated, the matching rule dynamic direction optimum state for realizing every Zhang Gong's list arrival foundation setting of stateTable, and the dynamic change of state is represented according to customer service, the secondary distribution of pending work order is completed, thus guaranteeing that single work order is optimalWhile distribution, the efficient process of work order entirety is realized, and clearly defining responsibilities belongs in worksheet quality.
Working efficiency being represented for promotion customer service, advantageous data supporting being provided, work order information library has recorded trouble ticket dispatch ring comprehensivelyThe overall process for saving processing passes through the critical datas such as analysis work order type, link processing duration, working time section, analysis customer service generationTable there are problems that in each type of service worksheet, technical ability short slab and working efficiency, and optimize personnel depaly and pipe accordinglyReason.
Realize the management of system on human.Customer service representative information library is objectively solving technical management means, realizes and isIt unites monitoring to people, complete documentation customer service represents the working condition of watch time, and rate of utilization of work hour data can be measured intuitivelyWorking performance standard improves the cost that labor management is greatly lowered while working actively.
Based on the above technical solution, the present invention can also be improved as follows.
Further, the step of in the judgement real time data with the presence or absence of the locking work order with lock flag,Further include:
If so, the locking work order to be directly placed to the end of the pending list of the work order；
The contact staff in contact staff's list is obtained after the worksheet in the pending list of work order is completed, instituteThe contact staff in contact staff's list is stated to the disposition information of the locking work order；
According to the disposition information, state update is carried out to the first locking work order list, generates the second locking work orderList.
Beneficial effect using above-mentioned further scheme is: after the locked processing of pending work order, the work with lock flagIt is single to call to dynamic database end, be not involved in sequence but need process limited monitoring function, prevent locked work order notIt can handle in time, it, will be by having been automatically processed after system compulsive unlocking if occurring reaching the work order of early warning time limit still untreated lockingAt entire treatment process will record in work order information library.
After the locked processing of pending work order, the work order with lock flag will be called to dynamic database end, is not involved inIt sorts but needs process limited monitoring function, prevent locked work order from failing to handle in time, if occurring reaching the early warning time limit stillThe work order of untreated locking, will be by automatically processing completion after system compulsive unlocking, entire treatment process will record in work order informationIn library.
Further, the early warning time limit that work order is locked in real-time time and the second locking work order list is obtained；
Judge whether the early warning time limit that work order is locked in the real-time time and the second locking work order list is identical；
If so, correspondingly the locking work order will be unlocked and handle.
Further, the work order in the pending list of the work order is matched to according to the matching rule information describedAfter the step of contact staff in contact staff's list, further includes:
Obtain the operating time information of the contact staff in contact staff's list；
The operating time information is analyzed, contact staff's utilization of hour information is generated.
Beneficial effect using above-mentioned further scheme is: generating contact staff's utilization of hour information, is convenient for personal managementAnd record improves working efficiency convenient for rationally utilizing personnel, improves user experience.
Further, the real time data is ranked up according to the first sequence Rule Information described, generates workAfter the step of single pending list, further includes:
Obtain the pending list generation process information of work order；
The generating process information is analyzed, worksheet efficiency information is generated.
Beneficial effect using above-mentioned further scheme is: worksheet efficiency information is generated, convenient for finding out at work orderThe problem of reason and improvement direction improve working efficiency, improve user experience.
Specifically, after work order link processing, link processing process is recalculated and is stored in databaseIn, to analyze worksheet efficiency, intuitively shows customer service and represent the worksheet the problem of and improvement direction.
Further, the pending list generation process information of the work order includes: between virtual robot quantity and/or monitoringEvery the worksheet efficiency information includes: the acquisition speed of work order information.
Beneficial effect using above-mentioned further scheme is: improving working efficiency, improves user experience.
Further, the real time data in the work order page info include: type of service and/or handling time and/orHang time and/or distribute time and/or work order arrival time and/or processing time and/or lock onto target and/or locking timeAnd/or unlocked time；
The work state information of the contact staff includes: the work number of contact staff and/or the standby time of contact staffAnd/or each task processing of leave the table time and/or the contact staff of the busy time and/or contact staff of contact staff startsEach task of time and/or contact staff processing terminate time；
The first sequence Rule Information includes: type of service and/or link process and/or link time limit.
Beneficial effect using above-mentioned further scheme is: improving working efficiency, improves user experience.
Main data include type of service, handling time, hang time, distribute the time, work order arrival time, processing whenBetween, lock onto target, locking time, unlocked time etc..It configures dynamic database monitoring parameter and function is set, mainly include virtual machineDevice people quantity, supervision interval etc., for controlling the acquisition speed of work order information.
According to worksheet priority rule, setting priority processing rule is required according to the link processing time limit, to dynamic work orderCarry out priority ordering, time limit urgent work order priority processing, time limit loose work order treatment principle rearward.According to the practical group of work orderHeat condition adjusts priority orders, realizes the efficient process of whole work order.It mainly include service class in priority processing list of rulesType, link process, link time limit etc..
Customer service state information bank, major significance preset customer service representative work number and working condition column in work order is distributed automaticallyTable, and 24 hours uninterrupted scan list information, work number and corresponding working condition when customer service system is logined in customer service representativeAutomatic activation, real time data is presented in dynamic database, and participates in priority ordering according to queueing discipline.By allocation rule module tuneDegree work order and customer service represent optimum matching relation.Working condition time started, end time etc. are recorded in the database.To divideAnalysis customer service represents utilization of hour situation.
The working condition stored in customer service state information bank mainly include it is idle, busy, leave the table etc., the stateful beginning of instituteTime, the end time dynamic change, be recorded in real time in dynamic database list, and constantly update, participate in priority ranking.
Further, described that the work state information is ranked up according to the second sequence Rule Information, it generatesThe step of contact staff's list, comprising:
According to the work state information, the working efficiency of contact staff is analyzed, generates contact staff's work effectRate information.
Beneficial effect using above-mentioned further scheme is: generating contact staff's working efficiency information, is convenient for personal managementAnd record improves working efficiency convenient for rationally utilizing personnel, improves user experience.
The overall architecture of software uses the B/S three-tier architecture mode of J2EE, by data Layer, service application layer, presentation layerIt separates.
J2EE, that is, Java2Platform Enterprise Edition is one and is convenient to server side application programs and opensThe middleware services collection of hair, it is related that it simplifies many exploitations to enterprise solution, deployment and management using Java2 technologyChallenge.
Since the core of J2EE technology is exactly Java2 platform, so it not only inherits some advantages of Java2 platform,Such as: platform-neutral, safety etc., and a whole set of core enterprise's application programming interface is increased, and all these boundariesFace is the modular assembly of standard, including: Servlets, JSP, JDBC etc..This structure makes whole system convenient for expandingBusiness demand is opened up, modularization is clear, hierarchy is strong, is highly safe system, stability and maintainability.
Work order automatic distribution system includes work order information library, allocation rule module, customer service represents status information library, work order is believedBreath library and customer service represent status information library.By page info grab technology, according to set information field in third party's industryExtract work order information in business support system, and be stored in work order information library in real time, by allocation rule module commander, scheduling work order withThe dynamic allocation that customer service represents corresponding relationship between state, realizes work order.Final worksheet information and customer service represent stateInformation is recorded in static library, shows worksheet flow path track.
As shown in Fig. 2, the present invention provides a kind of work order automatic identification and distributor based on customer service system, packetIt includes:
Memory 1, for storing computer program；
Processor 2 is realized as above described in any item a kind of based on customer service system for executing the computer programWork order automatic identification and distribution method.
It should be noted that the present embodiment is product embodiments corresponding with above-mentioned each method embodiment, for this implementationIn example the explanation of the concrete function of each structure and optional embodiment can with reference in above-mentioned each method embodiment pair it should be noted thatDetails are not described herein.
In other embodiments of the invention, a kind of storage medium is also provided, instruction is stored in the storage medium, whenWhen computer reads described instruction, make the computer execute as above a kind of described in any item work orders based on customer service system fromDynamic identification and distribution method.
Finally, it should be noted that the above embodiments are only used to illustrate the technical solution of the present invention., rather than its limitations；To the greatest extentPipe present invention has been described in detail with reference to the aforementioned embodiments, those skilled in the art should understand that: its according toSo be possible to modify the technical solutions described in the foregoing embodiments, or to some or all of the technical features intoRow equivalent replacement；And these are modified or replaceed, various embodiments of the present invention technology that it does not separate the essence of the corresponding technical solutionThe range of scheme.