Automatic distributing system and method of work order

Abstract

The invention discloses an automatic distributing system and method of a work order. The system comprises a system operation configuration module, a task service configuration module, an operation management module and a service rule configuration module, wherein the system operation configuration module is used for providing system operation parameters which comprise switch configuration, work order issuing resource positioning, alerting ring file configuration and whether a ring alerting switch is turned on or not; the task service configuration module is used for providing timed task service configuration functions which comprises job number information configuration, time interval configuration, work order address resource information acquisition configuration and time interval configuration support for automatically obtaining national network work order information; the operation management module is used for carrying out log management for a system to automatically process a work order situation, and order sending failure reminding; the service rule configuration module is used for configuring conditions of fault repair, service consultation, complaint, informing, suggestion, opinions and automatic distribution of various types of work orders. The integral working quality of a remote workstation of a provincial customer service center is guaranteed, the working efficiency of staff is improved, and each index of high quality service is improved.

Description

technical field [0001] The invention relates to a system and method for automatically dispatching work orders. Background technique [0002] With the intensive collection of 95598 telephone services of the State Grid Corporation, the provincial customer service centers of each network have shifted from the telephone acceptance service function to the provincial remote station to receive and dispatch work orders from the State Grid, and check and review the work order feedback from the grassroots units. The overall processing time limit of the work order requires scheduling reminders, etc. [0003] At present, the State Grid Corporation of China forms a work order and sends it to the provincial remote after accepting the customer's appeal. On the one hand, all work orders have different processing time limits in the provincial remote link according to the business type, such as the 2-minute assessment time limit for fault maintenance work orders, non-fault warranty 2 hours o...

AI Technical Summary

Problems solved by technology

[0005] 1. According to the analysis of past historical data, during peak summer or sudden large-scale power outages, fault work orders increase significantly, especially at night, when there are fewer remote agents on duty and a large number of fault work orders, it is easy to cause remote agents to Unable to dispatch orders in time, thus affecting the timeliness of order dispatching and troubleshooting, etc.

[0006] 2. The time limit for reviewing fault work orders is 2 minutes, which is relatively short. Remote agents need to constantly refresh the list of to-do work orders. Affect the timeliness of dispatching orders, etc.

[0007] 3. The processing of all work orders in the provincial remote link depends on the initiative, responsibility of the agent and the constraints of the internal management system. There is no objective condition for the timeliness and selectivity of work order processing. Once a work order processing quality occurs problem, it will be impossible to define the attribution of responsibility

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