A system and method for identifying and distributing work orders for electric customer service
A technology for distributing systems and work orders, applied in data processing applications, instruments, computing, etc., can solve the problem of failure to establish an organic connection between work order information and customer service representative work status information, lack of customer service representative work status monitoring functions, and emergency service disposal. To solve problems such as the sudden increase in the number of work orders, to achieve the effect of optimizing personnel allocation and scheduling management, reducing labor management costs, and improving work enthusiasm
Active Publication Date: 2021-04-27
国网山东省电力公司营销服务中心(计量中心) +3
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Problems solved by technology
At present, the processing of work orders by the provincial customer service center mainly depends on the initiative and enthusiasm of people and the control of the service quality management system, and the cost of manual management is relatively high. Failure to establish an organic connection with the work status information of customer service representatives, so there is a risk that it is difficult to ensure that all work orders are processed in a timely manner due to the sudden increase in the number of work orders in the emergency service disposal
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[0034] The present invention will be further described below in conjunction with the accompanying drawings and embodiments.
[0035] 1 Status of work order processing
[0036] 1.1 Arrival of Work Orders. The work orders dispatched by the State Grid Customer Service Center after accepting customer appeals and the work orders of each grassroots unit’s feedback and handling opinions are simply arranged in chronological order on the “To Do Work Orders” interface, which fails to fully reflect the priority order of work order processing: different Business types of work orders and their process links have different time limit requirements. For example, the time limit for fault repair work orders is 2 minutes in the order receiving and sorting link of the provincial customer service center, but 20 minutes in the return order review link; the complaint work order is in The provincial customer service center requires 2 working hours for the order receiving and sorting process, but the...
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The invention discloses a system and method for identifying and distributing work orders for electric power customer service. According to the set search fields, all unprocessed work orders in the electric power customer service support system are searched, corresponding work order information is extracted, and stored; query all The working status of customer service representatives is sorted according to the task volume and current status in the work list of customer service representatives; the priority arrangement method is determined according to the information content of the work orders, and the extracted work orders are dynamically sorted; the sorting of customer service representatives and The sorting of the work orders is matched, the corresponding relationship between the work order and the customer service representative status is established, each work order is assigned to the corresponding customer service representative, the assigned work order is locked, the customer service representative processes the work order, and records the corresponding processing information; Refresh continuously according to the set time interval. The present invention effectively guarantees the optimal allocation of a single work order and at the same time realizes efficient processing of the whole work order.
Description
technical field [0001] The invention relates to a system and method for identifying and distributing electric customer service work orders. Background technique [0002] The 95598 business support system is an important service information platform for the State Grid Customer Service Center to accept customer appeals, review and handle opinions, and return to customer satisfaction. The quality and standard of State Grid Corporation's customer power supply service is an important data source for State Grid Corporation to supervise, evaluate, and assess the power supply service level of various grassroots units, and at the same time provide data support for peer benchmarking of the quality service evaluation index of each grassroots unit. In addition, the 95598 business support system is operated, maintained and managed by the State Grid Corporation of China. In order to prevent the occurrence of systemic risks, various functional improvements and technical requirements must b...
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IPC IPC(8): G06Q50/06
Inventor 李文芳梁雅洁高玉华吴雪霞赵雪张东宁陈云龙杨锋
Owner 国网山东省电力公司营销服务中心(计量中心)
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