Generation method of work order processing strategy and device

Abstract

The invention provides a generation method of a work order processing strategy. The generation method comprises steps of acquiring data information of the same type of work orders in a preset time interval and a preset geographical range; successively carrying out variance analysis processing and corresponding analysis processing on the data information so as to obtain key influence factors affecting work order processing durations, and corresponding relation information between different values of the key influence factors and the type of the work order processing durations; according to the same type of the work orders, predicting to obtain the number of the same type of the work orders in the preset time interval and the preset geographic range; and according to the corresponding relation information between different values of the key influence factors and the type of the work order processing durations, the quantity of the same type of the work orders and resource information used for processing the same type of the work orders, generating work order processing strategies. According to the invention, a worker can arrange resource scheduling in advance according to the generated work order processing strategies, so work order processing efficiency is improved.

Description

technical field [0001] The invention relates to the technical field of data mining, in particular to a method and device for generating a work order processing strategy. Background technique [0002] In recent years, a large number of customer service centers have been set up in service-oriented enterprises such as the State Grid Corporation of China and communication companies, in order to improve the quality of customer service. In the customer service center, a large number of work orders are received all the time, such as maintenance work orders, report work orders, complaint work orders, etc. [0003] When the customer service center receives a work order, it needs to formulate a corresponding work order processing strategy according to the content of the work order, and process the work order in a timely manner. In the existing work order processing method, when the customer service center generally receives the work order, the staff temporarily formulate correspondin...

AI Technical Summary

Problems solved by technology

Since the staff cannot accurately predict work orders, and the manpower, equipment and other resources used to process work orders are limited, it often happens that when the customer service center receives a large number of work orders, the staff cannot schedule resources in a timely and reasonable manner. As a result, a large number of work orders cannot be processed quickly and orderly, delaying the timely processing of work orders, low work order processing efficiency, and reduced service quality

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