CN111126777A - Work order intelligent processing method - Google Patents
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Abstract
Description
Technical Field
The invention relates to the technical field of data processing, in particular to an intelligent work order processing method.
Background
With the rapid development of data processing technology, work orders are generated inside and outside enterprises more and more, for example, many work orders are generated through online robots, hot-line phones, web sites, and the like. Currently, these work orders are processed through simple work order flow programs and databases.
According to the related work order processing method, the work orders are directly stored in the database, when a user needs to process the work orders, the work orders need to be obtained from the database and then processed, when the data volume in the database is very large or the access pressure of the database is very large, the time consumed for dispatching the work orders is very long, the work order processing efficiency is seriously influenced, and further the user experience is seriously influenced.
Disclosure of Invention
The invention aims to overcome the defects of the prior art and provide an intelligent work order processing method, which aims to solve the problems that in the prior art, the work orders are mostly sent by manual operation, the time is long, the processing efficiency is low, the work orders cannot be served for 24 hours, the work order arrangement of engineers is not reasonable enough, the processing process is random, no standard system exists, no return visit is made after the work orders are sent, the capability of the engineers is not clear, and the like.
In order to achieve the purpose, the invention provides an intelligent work order processing method, which comprises the following steps:
s1, confirming the work order type: based on the type of the work order assets initiated by the applicant, the type of the work order problems and the organization structure to which the work order belongs, the work type to be distributed of the work order is confirmed;
s2, confirming the priority of the work order: comparing descriptions such as work order voice, video, pictures and characters, etc. initiated by a requester with a question bank and a knowledge bank to determine the work order processing priority;
s3, confirming the priority of the engineer: based on the type of work of the engineer, the number of the current processing neutralization order taking states, the distance between the current position information and the processing field, and the engineer ability image to confirm the priority of the engineer taking orders;
s4, sending an engineer for the work order: selecting and dispatching engineers for the client based on the work types to be dispatched by the work orders, the work order processing priority and the engineer order receiving priority;
s5, confirming the work order processing mode: selecting a work order processing mode for the customer based on the work order processing priority;
s6, work order progress confirmation: changing a processing priority for the event based on the processing progress;
s7, finishing feedback of the work order: after the event processing is completed, the event processing condition is used for describing the engineering capability portrait.
Preferably, the preset work order asset type a is stored in the step S11、A2、A3Preset work order problem category B1、B2、B3Presetting the organization structure C to which the work order belongs1、C2、C3；
Step S1 specifically includes:
the serial number of the work kind to be dispatched by the work order is composed of three marks A, B, C, and the work order is marked as A by obtaining the asset type of the work order, the problem category of the work order and the organization structure of the work orderXBXCXAnd the subscript X represents a number.
Preferably, in step S2, a question bank and a knowledge bank first parameter F are stored1A second parameter F2A third parameter F3；
Step S2 specifically includes:
acquiring a work order, and setting the degree of an event based on the descriptions of voice, video, pictures, characters and the like as a parameter F;
respectively connecting the work order event degree parameter F with the first parameter F1A second parameter F2A third parameter F3Comparing;
when F is less than or equal to F1The processing priority of the work order is the fourth priority;
when F is present1＜F≤F2The processing priority of the work order is the third priority;
when F is present2＜F≤F3The processing priority of the work order is the second priority;
when F > F3The processing priority of the work order is the first priority.
Preferably, the step S3 stores the preset first priority parameter f1A second priority parameter f2Third priority parameter f3；
Step S3 specifically includes:
acquiring the quantity of the states of the engineer in the process of neutralizing and receiving orders, the distance between the current position information and the processing field, and recording the ability picture of the engineer as a parameter f11、f22、f33；
Calculating the order taking priority f of the target engineer according to the following formula:
f=af11+bf22+cf33；
the priority parameter f of the engineer is respectively compared with the first priority parameter f1A second priority parameter f2Third priority parameter f3And (3) comparison:
when f is less than or equal to f1When the order is received by the engineer, the priority of the order receiving is the fourth priority engineer;
when f is1＜f≤f2When the order is received by the engineer, the priority of the order receiving is the third priority engineer;
when f is2＜f≤f3When the order is received by the engineer, the priority of the order receiving is the second priority engineer;
when f > f3When the order is received by the engineer, the priority of the order receiving is the first priority engineer;
wherein a, b and c are preset values.
Marking the type of the work type to which the engineer belongs as a parameter AXBXCXAnd the subscript X represents a number.
Preferably, step S4 specifically includes:
acquiring the work type to be dispatched by a target work order, the work order processing priority, the type of the work type to which an engineer belongs and the order receiving priority of the engineer;
the work types to be dispatched by the work order are corresponding to the same work type of the engineer;
the work order with high priority is matched with the engineer, and then the engineer with high order priority is matched with the order.
Preferably, step S5 specifically includes:
acquiring a work order processing priority;
when the work order processing priority is the fourth priority and the third priority, a remote processing mode is selected;
and when the work order processing priority is the second priority and the first priority, selecting an on-site processing mode.
Preferably, step S6 specifically includes:
acquiring a work order processing state;
when the work order processing is not finished, the work order processing priority is improved, the highest work order processing priority is the first priority, and the step S5 is repeated;
when the work order processing is completed, the work order processing priority is removed, and the process proceeds to step S7.
Preferably, step S7 specifically includes:
acquiring event processing conditions, and setting parameters T according to event processing time, event processing completion rate and user satisfaction degree in the event processing conditions1、T2、T3；
Calculating the engineer's ability image f according to the following formula33The formula is as follows:
f33=dT1+eT2+fT3；
wherein d, e and f are preset values.
The invention has the beneficial effects that: compared with the prior art, the intelligent work order processing method provided by the invention classifies the work orders according to preset value comparison, compares and confirms priorities according to the descriptions of work order voice, video, pictures, characters and the like and a question library and a knowledge library, can classify the work orders in detail, is simple and convenient to dispatch, enables engineers to judge the order receiving priority of the engineers according to the types of the work orders, the number of the currently processed and received orders, the distance between the current position information and a processing field and the ability of the engineers to confirm the order receiving priority of the engineers, can optimize the order processing efficiency and accelerate the order completion time, influences the order dispatching priority of the engineers by the ability pictures of the engineers, prompts the engineers to complete the orders as soon as possible, confirms the work order processing mode to help the effective utilization of resources, confirms the online knowledge or the field maintenance according to the emergency degree of the work orders, ensures the service quality by the work order confirmation, the method has the advantages that some problems which are not found in the previous steps are processed and solved, the satisfaction degree of the guest is improved, the work order completion feedback is evaluated by the guest, the ability portrait of an engineer is determined according to the evaluation, and a feedback mechanism is formed.
The features and advantages of the present invention will be described in detail by embodiments in conjunction with the accompanying drawings.
Drawings
Fig. 1 is a schematic flow chart of an intelligent work order processing method according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention more apparent, the present invention is further described in detail below with reference to the accompanying drawings and examples. It should be understood, however, that the description herein of specific embodiments is only intended to illustrate the invention and not to limit the scope of the invention. Moreover, in the following description, descriptions of well-known structures and techniques are omitted so as to not unnecessarily obscure the concepts of the present invention.
Referring to fig. 1, an embodiment of the present invention provides an intelligent processing method for work orders,
s1, confirming the work order type: based on the type of the work order assets initiated by the applicant, the type of the work order problems and the organization structure to which the work order belongs, the work type to be distributed of the work order is confirmed;
s2, confirming the priority of the work order: comparing descriptions such as work order voice, video, pictures and characters, etc. initiated by a requester with a question bank and a knowledge bank to determine the work order processing priority;
s3, confirming the priority of the engineer: based on the type of work of the engineer, the number of the current processing neutralization order taking states, the distance between the current position information and the processing field, and the engineer ability image to confirm the priority of the engineer taking orders; s4, sending an engineer for the work order: selecting and dispatching engineers for the client based on the work types to be dispatched by the work orders, the work order processing priority and the engineer order receiving priority;
s5, confirming the work order processing mode: selecting a work order processing mode for the customer based on the work order processing priority;
s6, work order progress confirmation: changing a processing priority for the event based on the processing progress;
s7, finishing feedback of the work order: after the event processing is completed, the event processing condition is used for describing the engineering capability portrait.
Step S1 is stored with preset work order asset type A1、A2、A3Preset work order problem category B1、B2、B3Presetting the organization structure C to which the work order belongs1、C2、C3；
Step S1 specifically includes:
the serial number of the work kind to be dispatched by the work order is composed of three marks A, B, C, and the work order is marked as A by obtaining the asset type of the work order, the problem category of the work order and the organization structure of the work orderXBXCXAnd the subscript X represents a number.
In step S2, a question bank and a first parameter F of a knowledge bank are stored1A second parameter F2A third parameter F3；
Step S2 specifically includes:
acquiring a work order, and setting the degree of an event based on the descriptions of voice, video, pictures, characters and the like as a parameter F;
respectively connecting the work order event degree parameter F with the first parameter F1A second parameter F2A third parameter F3Comparing;
when F is less than or equal to F1The processing priority of the work order is the fourth priority;
when F is present1＜F≤F2The processing priority of the work order is the third priority;
when F is present2＜F≤F3The processing priority of the work order is the second priority;
when F > F3The processing priority of the work order is the first priority.
In step S3, the preset first priority parameter f is stored1A second priority parameter f2Third priority parameter f3；
Step S3 specifically includes:
acquiring the quantity of the states of the engineer in the process of neutralizing and receiving orders, the distance between the current position information and the processing field, and recording the ability picture of the engineer as a parameter f11、f22、f33；
Calculating the order taking priority f of the target engineer according to the following formula:
f=af11+bf22+cf33；
the priority parameter f of the engineer is respectively compared with the first priority parameter f1A second priority parameter f2Third priority parameter f3And (3) comparison:
when f is less than or equal to f1When the order is received by the engineer, the priority of the order receiving is the fourth priority engineer;
when f is1＜f≤f2When the order is received by the engineer, the priority of the order receiving is the third priority engineer;
when f is2＜f≤f3When the order is received by the engineer, the priority of the order receiving is the second priority engineer;
when f > f3When the order is received by the engineer, the priority of the order receiving is the first priority engineer;
wherein a, b and c are preset values.
Marking the type of the work type to which the engineer belongs as a parameter AXBXCXAnd the subscript X represents a number.
Step S4 specifically includes:
acquiring the work type to be dispatched by a target work order, the work order processing priority, the type of the work type to which an engineer belongs and the order receiving priority of the engineer;
the work types to be dispatched by the work order are corresponding to the same work type of the engineer;
the work order with high priority is matched with the engineer, and then the engineer with high order priority is matched with the order.
Step S5 specifically includes:
acquiring a work order processing priority;
when the work order processing priority is the fourth priority and the third priority, a remote processing mode is selected;
and when the work order processing priority is the second priority and the first priority, selecting an on-site processing mode.
Step S6 specifically includes:
acquiring a work order processing state;
when the work order processing is not finished, the work order processing priority is improved, the highest work order processing priority is the first priority, and the step S5 is repeated;
when the work order processing is completed, the work order processing priority is removed, and the process proceeds to step S7.
Step S7 specifically includes:
acquiring event processing conditions, and setting parameters T according to event processing time, event processing completion rate and user satisfaction degree in the event processing conditions1、T2、T3；
Calculating the engineer's ability image f according to the following formula33The formula is as follows:
f33=dT1+eT2+fT3；
wherein d, e and f are preset values.
The working process of the invention is as follows:
the invention relates to a work order intelligent processing method, in the working process, an operator can classify the work orders according to preset value comparison, compares and confirms priorities according to the descriptions of work order voice, video, pictures, characters and the like and a question bank and a knowledge bank, can classify the work orders in detail, is simple and convenient to assign, and can lead engineers to influence the order-assigning priorities of the engineers by the engineer ability pictures according to the types of the work orders, the quantity of the currently processed and order-receiving states, the distance between the current position information and the processing field and the distance between the current position information and the processing field, the engineer ability pictures confirm the order-receiving priorities of the engineers, optimize the order processing efficiency, accelerate the order completion time, influence the order-assigning priorities of the engineers by the engineer ability pictures, lead the engineers to complete the orders as soon as possible, ensure the effective utilization of resources by the work order processing mode, confirm the online knowledge or the field maintenance according to the emergency degree of the work orders, ensure the service quality by the work order, the method has the advantages that some problems which are not found in the previous steps are processed and solved, the satisfaction degree of the guest is improved, the work order completion feedback is evaluated by the guest, the ability portrait of an engineer is determined according to the evaluation, and a feedback mechanism is formed.
The above description is only for the purpose of illustrating the preferred embodiments of the present invention and is not to be construed as limiting the invention, and any modifications, equivalents or improvements made within the spirit and principle of the present invention should be included in the scope of the present invention.
Claims (8)
1. An intelligent work order processing method is characterized by comprising the following steps:
s1, confirming the work order type: based on the type of the work order assets initiated by the applicant, the type of the work order problems and the organization structure to which the work order belongs, the work type to be distributed of the work order is confirmed;
s2, confirming the priority of the work order: comparing descriptions such as work order voice, video, pictures and characters, etc. initiated by a requester with a question bank and a knowledge bank to determine the work order processing priority;
s3, confirming the priority of the engineer: based on the type of work of the engineer, the number of the current processing neutralization order taking states, the distance between the current position information and the processing field, and the engineer ability image to confirm the priority of the engineer taking orders.
S4, sending an engineer for the work order: selecting and dispatching engineers for the client based on the work types to be dispatched by the work orders, the work order processing priority and the engineer order receiving priority;
s5, confirming the work order processing mode: selecting a work order processing mode for the customer based on the work order processing priority;
s6, work order progress confirmation: changing a processing priority for the event based on the processing progress;
s7, finishing feedback of the work order: after the event processing is completed, the event processing condition is used for describing the engineering capability portrait.
2. The intelligent work order processing method as claimed in claim 1, wherein step S1 stores preset work order asset type a1、A2、A3Preset work order problem category B1、B2、B3Presetting the organization structure C to which the work order belongs1、C2、C3；
Step S1 specifically includes:
the serial number of the work kind to be dispatched by the work order is composed of three marks A, B, C, and the work order is marked as A by obtaining the asset type of the work order, the problem category of the work order and the organization structure of the work orderXBXCXAnd the subscript X represents a number.
3. The intelligent work order processing method as claimed in claim 1, wherein the step S2 stores a question bank and a knowledge bank first parameter F1A second parameter F2A third parameter F3；
Step S2 specifically includes:
acquiring a work order, and setting the degree of an event based on the descriptions of voice, video, pictures, characters and the like as a parameter F;
respectively connecting the work order event degree parameter F with the first parameter F1A second parameter F2A third parameter F3Comparing;
when F is less than or equal to F1The processing priority of the work order is the fourth priority;
when F is present1＜F≤F2The processing priority of the work order is the third priority;
when F is present2＜F≤F3The processing priority of the work order is the second priority;
when F > F3The processing priority of the work order is the first priority.
4. The intelligent work order processing method as claimed in claim 1, wherein the step S3 has a preset first priority parameter f1A second priority parameter f2Third priority parameter f3；
Step S3 specifically includes:
acquiring the quantity of the states of the engineer in the process of neutralizing and receiving orders, the distance between the current position information and the processing field, and recording the ability picture of the engineer as a parameter f11、f22、f33、
Calculating the order taking priority f of the target engineer according to the following formula:
f＝af11+bf22+cf33；
the priority parameter f of the engineer is respectively compared with the first priority parameter f1A second priority parameter f2Third priority parameter f3And (3) comparison:
when f is less than or equal to f1When the order is received by the engineer, the priority of the order receiving is the fourth priority engineer;
when f is1＜f≤f2When the order is received by the engineer, the priority of the order receiving is the third priority engineer;
when f is2＜f≤f3When the order is received by the engineer, the priority of the order receiving is the second priority engineer;
when f > f3When the order is received by the engineer, the priority of the order receiving is the first priority engineer;
wherein a, b and c are preset values.
Marking the type of the work type to which the engineer belongs as a parameter AXBXCXAnd the subscript X represents a number.
5. The intelligent work order processing method as claimed in claim 1, wherein step S4 specifically includes:
acquiring the work type to be dispatched by a target work order, the work order processing priority, the type of the work type to which an engineer belongs and the order receiving priority of the engineer;
the work types to be dispatched by the work order are corresponding to the same work type of the engineer;
the work order with high priority is matched with the engineer, and then the engineer with high order priority is matched with the order.
6. The intelligent work order processing method as claimed in claim 1, wherein step S5 specifically includes:
acquiring a work order processing priority;
when the work order processing priority is the fourth priority and the third priority, a remote processing mode is selected;
and when the work order processing priority is the second priority and the first priority, selecting an on-site processing mode.
7. The intelligent work order processing method as claimed in claim 1, wherein step S6 specifically includes:
acquiring a work order processing state;
when the work order processing is not finished, the work order processing priority is improved, the highest work order processing priority is the first priority, and the step S5 is repeated;
when the work order processing is completed, the work order processing priority is removed, and the process proceeds to step S7.
8. The intelligent work order processing method as claimed in claim 1, wherein step S7 specifically includes:
acquiring event processing conditions, and setting parameters T according to event processing time, event processing completion rate and user satisfaction degree in the event processing conditions1、T2、T3；
Calculating the engineer's ability image f according to the following formula33The formula is as follows:
f33＝dT1+eT2+fT3；
wherein d, e and f are preset values.
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| CN115860423A (en)* | 2022-12-27 | 2023-03-28 | 南京数策信息科技有限公司 | An Efficient Work Order Processing Method |
| CN116629768A (en)* | 2023-03-24 | 2023-08-22 | 深圳市金地物业管理有限公司 | Event processing and work order processing flow suitable for property management |
| CN116341884A (en)* | 2023-05-31 | 2023-06-27 | 佳都科技集团股份有限公司 | Data processing method and system for task emergency assignment |
| CN116468254A (en)* | 2023-06-14 | 2023-07-21 | 佳都科技集团股份有限公司 | Method and system for processing in-station emergency task data for rail transit |
| CN116468254B (en)* | 2023-06-14 | 2023-09-26 | 佳都科技集团股份有限公司 | Method and system for processing in-station emergency task data for rail transit |
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