Method, apparatus, device, and storage medium for configuring terminal maintenance personnel

Abstract

An embodiment of the present invention discloses a method for configuring terminal maintenance personnel. The method includes: determining service items of at least one terminal included in a target area; determining the incidence rate of the service items in the target area; determining the satisfaction rate of the service items corresponding to the target area according to preset service index requirements; calculating the demand number of the service items corresponding to the target area within a specified time period according to the incidence rate and the satisfaction rate; determining a reference value of the number of personnel according to the demand number, and outputting the reference value of the number of personnel. The present invention reasonably configures terminal maintenance personnel, reduces maintenance costs while ensuring the service quality of terminal maintenance. In addition, a method, device, equipment and storage medium for configuring terminal maintenance personnel are also proposed.

Description

Technical Field

[0001] The present invention relates to the technical field of terminal maintenance, and in particular, to a method, device, computer device and storage medium for configuring terminal maintenance personnel. Background Art

[0002] Automatic terminal devices, especially various financial self-service devices such as cash and non-cash financial self-service devices, etc., require maintenance personnel to perform regular daily maintenance, and when a failure occurs, maintenance personnel need to be assigned to the site for maintenance work to ensure the normal operation of the terminal device.

[0003] The existing solution is to configure maintenance personnel according to the number of terminals in different regions. After determining the number of terminals served per person, personnel are configured according to certain service index requirements to perform daily maintenance and repair work on terminal devices. However, when configuring the number of maintenance personnel, the same service index requirements are used for different failure rates and different terminal types. With the continuous increase of new terminal types, the continuous differentiation of service index requirements, and the different failure rates caused by factors such as different regional environments and other factors, it has led to the fact that maintenance personnel cannot be reasonably and effectively configured according to the actual situation, affecting the service quality of terminal devices and increasing the maintenance cost.

[0004] Therefore, there is an urgent need for a reasonable personnel configuration solution that can ensure service quality and effectively reduce maintenance costs. Summary of the Invention

[0005] Based on this, in view of the above problems, it is necessary to propose a method, device, computer device and storage medium for configuring terminal maintenance personnel.

[0006] A method for configuring terminal maintenance personnel, the method comprising:

[0007] Determine the service items of at least one terminal included in the target area;

[0008] Determine the incidence rate of the service items in the target area;

[0009] According to the preset service index requirements, determine the satisfaction rate of the service items corresponding to the target area;

[0010] According to the incidence rate and the satisfaction rate, calculate the demand number of the service items corresponding to the target area within a specified time period;

[0011] Determine a personnel quantity reference value according to the demand number, and output the personnel quantity reference value.

[0012] In one embodiment, the step of determining the incidence rate of service items in the target area further includes: obtaining the number of times of service item occurrences of the at least one terminal in the target area within a unit time, obtaining the ratio of the number to the number of the at least one terminal in the target area, and taking the ratio as the incidence rate of the service item of the terminal.

[0013] In one embodiment, the service items include planned service items and unplanned service items; the step of obtaining the satisfaction rate of the service items corresponding to the target area further includes: obtaining historical data of the occurrences of unplanned service items of the at least one terminal to determine the failure rate; obtaining the corresponding relationship between each target area of the at least one terminal and the failure rate, and determining the area failure type according to the corresponding relationship, where the area failure type includes low-frequency failure areas, general failure areas, and / or high-frequency failure areas; and respectively determining the satisfaction rate of the service items in the target area according to the area failure type and the preset service index requirements.

[0014] In one embodiment, the step of calculating the demand number of service items corresponding to the target area within a specified time period further includes: obtaining the number of terminals with preset planned service items in the target area within the specified time period, and taking the number as the first demand number of the planned service items of the terminal; obtaining the product of the number of the at least one terminal in the target area within the specified time period and the corresponding incidence rate, and taking the product as the second demand number of the unplanned service items of the terminal; and determining the demand number of service items corresponding to the target area within the specified time period according to the first demand number and the second demand number.

[0015] In one embodiment, the step of determining the demand number of service items corresponding to the target area within the specified time period according to the first demand number and the second demand number further includes: calculating the sum of the first demand number and the second demand number as the third demand number; determining whether the Poisson distribution that the demand number of service items in the target area and the third demand number follow is greater than or equal to the satisfaction rate of the service items; if so, outputting the demand number of service items in the target area.

[0016] In one embodiment, the step of determining the reference value of the number of personnel according to the demand number further includes: determining the reference value of the number of personnel in the area according to the demand number of service items in the target area and the service efficiency value.

[0017] In one embodiment, the terminal includes multiple terminal types; the step of determining the service items of at least one terminal included in the target area further includes: determining the service items of at least one terminal of different types included in the target area; the step of determining the incidence rate of the service items in the target area further includes: determining the incidence rate of the service items of the terminals under each terminal type in the target area; the step of determining the satisfaction rate of the service items corresponding to the target area according to the preset service index requirements further includes: obtaining the satisfaction rate of the service items of the terminals under each terminal type corresponding to the target area according to the preset service index requirements; the step of calculating the demand number of the service items corresponding to the target area within a specified time period according to the incidence rate and the satisfaction rate further includes: calculating the demand number of the service items of the terminals under each terminal type corresponding to the target area within a specified time period according to the incidence rate and the satisfaction rate of the service items of the terminals under each terminal type; the step of determining the reference value of the number of personnel according to the demand number and outputting the reference value of the number of personnel further includes: determining the reference value of the number of personnel according to the demand number of the service items of the terminals under each terminal type and outputting the reference value of the number of personnel.

[0018] An apparatus for configuring terminal maintenance personnel, the apparatus includes:

[0019] An acquisition module, configured to determine the service items of at least one terminal included in the target area.

[0020] An incidence rate calculation module, configured to determine the incidence rate of the service items in the target area.

[0021] A satisfaction rate determination module, configured to determine the satisfaction rate of the service items corresponding to the target area according to the preset service index requirements.

[0022] A demand number calculation module, configured to calculate the demand number of the service items corresponding to the target area within a specified time period according to the incidence rate and the satisfaction rate.

[0023] A personnel number determination module, configured to determine the reference value of the number of personnel according to the demand number and output the reference value of the number of personnel.

[0024] In one embodiment, the incidence rate calculation module includes: an unplanned incidence rate calculation unit, configured to obtain the number of times the service items of the at least one terminal in the target area occur per unit time, obtain the ratio of the number of times to the number of the at least one terminal in the target area, and use the ratio as the incidence rate of the service items of the terminal.

[0025] In one embodiment, the satisfaction rate determination module further includes: a first determination unit, configured to obtain historical data on the occurrence of unplanned service items of the at least one terminal to determine a failure rate; a second determination unit, configured to obtain a correspondence between each target area of the at least one terminal and the failure rate, and determine a regional failure type according to the correspondence, where the regional failure type includes a low-frequency failure area, a general failure area, and / or a high-frequency failure area; a third determination unit, configured to determine the satisfaction rate of service items in the target area respectively according to the regional failure type and a preset service index requirement.

[0026] In one embodiment, the demand number calculation module further includes: a first calculation unit, configured to obtain the number of terminals with preset planned service items in the target area within a specified time period, and use the number of the terminals as the first demand number of the planned service items of the terminals; a second calculation unit, configured to obtain the product of the number of the at least one terminal in the target area and the corresponding incidence rate within a specified time period, and use the product as the second demand number of the unplanned service items of the terminals; a third calculation unit, configured to determine the demand number of service items corresponding to the target area within a specified time period according to the first demand number and the second demand number.

[0027] In one embodiment, the third calculation unit further includes: a calculation subunit, configured to calculate the sum of the first demand number and the second demand number as a third demand number; a judgment subunit, configured to judge whether the Poisson distribution to which the demand number of service items in the target area and the third demand number conform is greater than or equal to the satisfaction rate of the service items; if so, output the demand number of service items in the target area.

[0028] In one embodiment, the personnel number determination module further includes: a number determination unit, configured to determine a reference value of the personnel number in the area according to the demand number of service items in the target area and a service efficiency value.

[0029] In one embodiment, when the terminal includes multiple terminal types: The acquisition module further includes: a multi-terminal acquisition unit, configured to determine service items of at least one terminal of different types included in the target area; The incidence rate calculation module further includes: a multi-terminal incidence rate calculation unit, configured to determine the incidence rate of the service items of the terminals under each terminal type in the target area; The satisfaction rate determination module further includes: a multi-terminal satisfaction rate determination unit, configured to obtain the satisfaction rate of the service items of the terminals under each terminal type corresponding to the target area according to the preset service index requirements; The demand number calculation module further includes: a multi-terminal demand number calculation unit, configured to calculate the demand number of the service items of the terminals under each terminal type corresponding to the target area within a specified time period according to the incidence rate and the satisfaction rate of the service items of the terminals under each terminal type; The personnel number determination module further includes: a multi-terminal personnel number determination unit, configured to determine a personnel number reference value according to the demand number of the service items of the terminals under each terminal type, and output the personnel number reference value.

[0030] A computer device includes a memory and a processor. When the computer program stored in the memory is executed by the processor, the processor is caused to perform the following steps:

[0031] Determine service items of at least one terminal included in the target area;

[0032] Determine the incidence rate of the service items in the target area;

[0033] According to the preset service index requirements, determine the satisfaction rate of the service items corresponding to the target area;

[0034] According to the incidence rate and the satisfaction rate, calculate the demand number of the service items corresponding to the target area within a specified time period;

[0035] Determine a personnel number reference value according to the demand number, and output the personnel number reference value.

[0036] A computer-readable storage medium stores a computer program. When the computer program is executed by a processor, the processor is caused to perform the following steps:

[0037] Determine service items of at least one terminal included in the target area;

[0038] Determine the incidence rate of the service items in the target area;

[0039] According to the preset service index requirements, determine the satisfaction rate of the service items corresponding to the target area;

[0040] According to the incidence rate and the satisfaction rate, calculate the demand number of the service items corresponding to the target area within a specified time period;

[0041] Determine a reference value for the number of personnel according to the required number, and output the reference value for the number of personnel.

[0042] When using the method, device, computer equipment and storage medium for configuring terminal maintenance personnel of the present invention to configure the number of terminal maintenance personnel, first, determine the service items of the terminals included in the target area, and calculate the incidence rate of the service items. Secondly, determine the satisfaction rate of the service items in the target area according to the preset service index requirements. Thirdly, calculate the required number of service items in the target area according to the incidence rate and the satisfaction rate. Finally, determine the personnel configuration according to the required number of service items. The method, device, computer equipment and storage medium for configuring terminal maintenance personnel of the present invention calculate the required number in the target area from multiple aspects according to different service items, different incidence rates of different service items and different satisfaction rates of different service items, and then reasonably configure the maintenance personnel, which not only effectively improves the service quality of terminal equipment, but also reduces the maintenance cost. Brief Description of the Drawings

[0043] In order to more clearly illustrate the technical solutions in the embodiments of the present invention or the prior art, the following will briefly introduce the drawings required for use in the description of the embodiments or the prior art. Obviously, the following drawings are only some embodiments of the present invention. For those of ordinary skill in the art, other drawings can be obtained according to these drawings without creative efforts.

[0044] Wherein:

[0045] Figure 1 It is an application environment diagram of the method for configuring terminal maintenance personnel in an embodiment;

[0046] Figure 2 It is a flowchart of the method for configuring terminal maintenance personnel in an embodiment;

[0047] Figure 3 It is a structural block diagram of the device for configuring terminal maintenance personnel in an embodiment;

[0048] Figure 4 It is a structural block diagram of the satisfaction rate determination module in an embodiment;

[0049] Figure 5 It is a structural block diagram of the required number calculation module in an embodiment;

[0050] Figure 6 It is a structural block diagram of the third calculation unit in an embodiment;

[0051] Figure 7 It is a structural block diagram of the computer equipment for running the aforementioned method for configuring terminal maintenance personnel in an embodiment. Specific implementation manners

[0052] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only a part of the embodiments of the present invention, rather than all the embodiments. All other embodiments obtained by those of ordinary skill in the art based on the embodiments of the present invention without creative efforts shall fall within the protection scope of the present invention.

[0053] Figure 1 It is an application environment diagram of the method for configuring terminal maintenance personnel in an embodiment. Refer to Figure 1 , the method for configuring terminal maintenance personnel is applied to a terminal maintenance system. The terminal maintenance system includes a terminal 110 and a server 120. The terminal 110 and the server 120 are connected through a network. The terminal 110 may specifically be at least one of an ATM device, a printer device in a hospital, a laptop computer, etc. The server 120 may be implemented by an independent server or a server cluster composed of multiple servers. The configuration of maintenance personnel for maintaining the terminal is realized through the terminal 110 and the server 120.

[0054] In this embodiment, the above method for configuring terminal maintenance personnel can be used for configuring maintenance personnel during planned maintenance and unplanned maintenance of financial self-service terminals (such as various financial self-service devices for cash and non-cash).

[0055] Specifically, as Figure 2 shown, in an embodiment, a method for configuring terminal maintenance personnel is provided. The method for configuring terminal maintenance personnel specifically includes the following steps S202 - S210:

[0056] Step S202, determine the service items of at least one terminal included in the target area.

[0057] The target area refers to an area where multiple terminals of at least one terminal type are installed and the corresponding terminals need to be maintained. The target area may be a geographical area. Exemplarily, the target area may refer to a specific street in Nanshan District, Shenzhen, or the target area may refer to a certain university campus.

[0058] Specifically, the at least one terminal included in the target area may be terminals of one terminal type or terminals of multiple terminal types. In the case of terminals of multiple terminal types, since different types of terminals may correspond to different service items, during the process of determining the service items of at least one terminal, it is necessary to determine the service items of terminals of different terminal types.

[0059] The service items include planned service items and unplanned service items. Among them, the planned service items are to perform maintenance on the terminal regularly, which may include planned maintenance PM (Project Management), software and hardware upgrades, account checking, and / or inspection tours, etc. The unplanned service items are to repair the terminal or replace parts when the terminal fails or other situations occur.

[0060] Step S204: Determine the incidence rate of service items in the target area.

[0061] Specifically, the incidence rate of service items represents the probability of service items occurring for terminals of different terminal types within a specified time (such as per unit time). Different service items may correspond to different incidence rates. For example, the incidence rates corresponding to planned service items and unplanned service items are different, and the incidence rates corresponding to planned maintenance PM, software and hardware upgrades, account checking, and / or inspection tours, etc. among the planned service items are different.

[0062] The incidence rate of service items can be divided into the incidence rate of planned service items and the incidence rate of unplanned service items. In one embodiment, the incidence rate of planned service items refers to the number of planned services required in a time period t. For example, for a certain type of terminal, according to the user's service contract, it is set to perform planned maintenance PM once in a quarter (i.e., time period t), then the incidence rate of the service item of planned maintenance PM for this type of terminal is once per quarter. This embodiment considers the situation of daily terminal maintenance, calculates the incidence rate of the planned service items of the terminal, and improves the accuracy of the incidence rate of service items.

[0063] The incidence rate of unplanned service items represents the probability of a certain type of service item occurring within a specified time when the terminal runs to time t. The incidence rate of unplanned service items reflects the rate of a certain type of service item occurring for the terminal at time t, that is, the instantaneous incidence rate P(t) of this type of service item at time t. In one embodiment, obtain the number of service items occurring for different types of terminals in the target area per unit time, obtain the ratio of this number to the number of corresponding types of terminals in the target area, and use this ratio as the incidence rate of the service items of this terminal. That is, the incidence rate of unplanned service items is equal to the ratio of the number of terminal services ΔNf(t) / Δt occurring per unit time for N terminals of a certain type after time t to the number of terminals of this type Ns(t), and can be expressed by the following formula:

[0064]

[0065] According to the above calculation method, the instantaneous incidence rate of unplanned service items can be calculated, which improves the accuracy of the calculation of the incidence rate of service items, and thus improves the accuracy of subsequent allocation of maintenance personnel.

[0066] Step S206: Determine the satisfaction rate of the service items corresponding to the target area according to the preset service index requirements.

[0067] Specifically, in the case of only one type of terminal, obtain the failure rate determined from the historical data of the occurrence of unplanned service items of this type of terminal in the target area, and determine the regional failure type according to the failure rate. Determine the satisfaction rate of the service items in the target area according to the regional failure type and the preset service index.

[0068] In addition, in the case of terminals involving multiple types of terminals, according to the preset service index requirements, obtain the satisfaction rate of the service items of the terminals under each type of terminal corresponding to the target area. Among them, the service index requirements include requirements such as service importance and / or timeliness.

[0069] In one embodiment, the method for determining the satisfaction rate of the service items corresponding to the target area further includes: obtaining the failure rate corresponding to the historical data of the occurrence of unplanned service items of the terminals of each type of terminal; obtaining the corresponding relationship between the unplanned service items and the failure rate of the terminals of each type of terminal in the target area, and determining the regional failure type according to the corresponding relationship. The regional failure type includes low-frequency failure areas, general failure areas, and / or high-frequency failure areas; determine the satisfaction rate of the service items corresponding to different target areas according to the regional failure type and the preset service index requirements.

[0070] Specifically, the corresponding relationship between the unplanned service items and the failure rate of the terminals of each type of terminal can be represented by a curve or a table. Each unplanned service item of the terminals of each type of terminal corresponds to a failure rate.

[0071] The satisfaction rates of the service items in the target area determined by different regional failure types and different service index requirements are different. For example, if the terminal equipment is relatively new or of good quality in a certain target area, the probability of occurrence of a failure rate is small, so it is a low-failure area. If the terminal equipment is old or of average quality in a certain target area, the probability of occurrence of a failure rate is large, so it is a high-failure area. The satisfaction rate corresponding to the low-failure area can be set to a relatively low value, and the satisfaction rate corresponding to the high-failure area can be set to a relatively high value. For another example, the service index requirements of a banknote detector and an ATM are different. When the banknote detector fails, another banknote detector can be used, and the service index requirements are relatively low. Therefore, the satisfaction rate corresponding to the service item can be set to a relatively low value. When the ATM fails (such as the number of RMB notes taken out is inconsistent with the withdrawal amount displayed on the terminal), maintenance should be carried out as soon as possible, and the service index requirements are relatively high. Therefore, the satisfaction rate corresponding to the service item can be set to a relatively high value.

[0072] In this embodiment, the regional fault types are classified, and the satisfaction rates of service items in different target regions are determined in multiple aspects according to different regional fault types and different service index requirements, which ensures the quality of terminal maintenance while reducing the cost of terminal maintenance.

[0073] Step S208: Calculate the demand number of service items corresponding to the target region within a specified time period according to the incidence rate and the satisfaction rate.

[0074] Specifically, in the case of terminals involving multiple terminal types, according to the incidence rate and the satisfaction rate of service items of terminals under each terminal type, calculate the demand number of service items of terminals under each terminal type corresponding to the target region within a specified time period.

[0075] In one embodiment, the method for calculating the demand number of service items corresponding to the target region within a specified time period may include: obtaining the number of terminals with preset planned service items within the target region within the specified time period, and using this number as the first demand number of the planned service items of the terminals; for each terminal type, obtaining the product of the number of terminals of this terminal type within the specified time period and the corresponding incidence rate, and using the sum of the products as the second demand number of the unplanned service items of the terminals; determining the demand number of service items corresponding to the target region within the specified time period according to the first demand number and the second demand number.

[0076] Specifically, the method for obtaining the demand number of planned service items of terminals of different terminal types within the target region may include: assuming that there are I types of terminals in a certain region during the Δt period, according to the user service contract, there are n types of terminals that need to perform planned service item maintenance, and the number of terminals is denoted as NE, then the formula for the demand number of planned service items is expressed as:

[0077]

[0078] The method for obtaining the demand number of unplanned service items of terminals of different terminal types within the target region may include: assuming that the unplanned service items during the Δt period are W{W1, W2, W3…W n}, the corresponding incidence rates of the unplanned service items are P{P1, P2, P3…P n}, and the number of terminals of the unplanned service items is WE{WE1, WE2, WE3…WE n}, then the formula for the demand number of unplanned service items is denoted as:

[0079]

[0080] The sum of the demand numbers of planned service items and unplanned service items is used as the demand number of service items corresponding to the target area. Denote the demand number of service items in the target area as λ, α as the satisfaction rate of service items in the target area, and n as the expected demand number of service items in the target area. After substituting into the Poisson formula, it is expressed as:

[0081]

[0082] Find the value of n, where the value of n is the demand number of service items corresponding to the target area.

[0083] In this embodiment, the demand number of service items corresponding to the target area is obtained by calculating the demand numbers of planned service items and unplanned service items. The situation of the demand number corresponding to the target area is comprehensively considered, and the accuracy of calculating the demand number corresponding to the target area is improved.

[0084] Step S210, determine a reference value for the number of personnel according to the demand number, and output the reference value for the number of personnel.

[0085] Specifically, in the case of terminals involving multiple terminal types, determine the reference value for the number of personnel according to the demand number of service items of the terminals under each terminal type, and output the reference value for the number of personnel.

[0086] In one embodiment, the method for determining the reference value for the number of personnel further includes: determining the reference value for the number of personnel in the area according to the demand number of service items in the target area and the service efficiency value.

[0087] Specifically, the service efficiency value can be the number of service times of service items per person per day, or the number of service times of service items per group per quarter.

[0088] In this embodiment, the reference value for the number of personnel is accurately calculated through the demand number and service efficiency value in the target area, and the reference value for the number of personnel is output, realizing the specific configuration of the number of maintenance personnel in the target area.

[0089] In one embodiment, the method for determining the reference value for the number of personnel further includes: assuming that K i is the expected demand number of service events in a certain area, and S i is the number of service times of service items per person per day, then the calculation formula for the reference value of the number of personnel configured for terminal maintenance in the target area can be expressed as: round(K i / S i ,0).

[0090] In this embodiment, the rounding function round(x, 0) is used when calculating the reference value for the number of personnel, ensuring that the output reference value for the number of personnel is an integer and guaranteeing the accuracy of the result of the output reference value for the number of personnel.

[0091] As Figure 3 shown, in one embodiment, a device for configuring terminal maintenance personnel is proposed. The device includes:

[0092] An acquisition module 302, configured to determine service items of at least one terminal included in a target area.

[0093] An incidence rate calculation module 304, configured to determine the incidence rate of service items in the target area.

[0094] A satisfaction rate determination module 306, configured to determine the satisfaction rate of service items corresponding to the target area according to preset service index requirements.

[0095] A demand number calculation module 308, configured to calculate the demand number of service items corresponding to the target area within a specified time period according to the incidence rate and the satisfaction rate.

[0096] A personnel number determination module 310, configured to determine a personnel number reference value according to the demand number and output the personnel number reference value.

[0097] In one embodiment, the incidence rate calculation module 304 includes: an unplanned incidence rate calculation unit, configured to obtain the number of times of service item occurrences of the at least one terminal in the target area within a unit time, obtain the ratio of the number of times to the number of the at least one terminal in the target area, and use the ratio as the incidence rate of the service item of the terminal.

[0098] As Figure 4 shown, in one embodiment, the satisfaction rate determination module 306 further includes: a first determination unit, configured to obtain historical data of occurrences of unplanned service items of the at least one terminal to determine a failure rate; a second determination unit, configured to obtain a correspondence between each target area of the at least one terminal and the failure rate, and determine a regional failure type according to the correspondence, where the regional failure type includes a low-frequency failure area, a general failure area, and / or a high-frequency failure area; a third determination unit, configured to determine the satisfaction rate of service items of the target area respectively according to the regional failure type and preset service index requirements.

[0099] As Figure 5As shown, in one embodiment, the demand number calculation module 308 further includes: a first calculation unit, configured to obtain the number of terminals with preset planned service items within the target area during a specified time period, and use the number of terminals as the first demand number of the planned service items of the terminals; a second calculation unit, configured to obtain the product of the number of the at least one terminal within the target area and the corresponding incidence rate during the specified time period, and use the product as the second demand number of the unplanned service items of the terminals; a third calculation unit, configured to determine the demand number of the service items corresponding to the target area during the specified time period according to the first demand number and the second demand number.

[0100] As Figure 6 As shown, in one embodiment, the third calculation unit further includes: a calculation subunit, configured to calculate the sum of the first demand number and the second demand number as the third demand number; a judgment subunit, configured to judge whether the Poisson distribution that the demand number of the service items within the target area follows is greater than or equal to the satisfaction rate of the service items; if so, output the demand number of the service items within the target area.

[0101] In one embodiment, the personnel number determination module 310 further includes: a number determination unit, configured to determine a reference value of the personnel number within the area according to the demand number of the service items within the target area and the service efficiency value.

[0102] In one embodiment, when the terminals include multiple terminal types: the acquisition module 302 further includes: a multi-terminal acquisition unit, configured to determine the service items of at least one terminal of different types included within the target area; the incidence rate calculation module 304 further includes: a multi-terminal incidence rate calculation unit, configured to determine the incidence rate of the service items of the terminals under each terminal type within the target area; the satisfaction rate determination module 306 further includes: a multi-terminal satisfaction rate determination unit, configured to obtain the satisfaction rate of the service items of the terminals under each terminal type corresponding to the target area according to the preset service index requirements; the demand number calculation module 308 further includes: a multi-terminal demand number calculation unit, configured to calculate the demand number of the service items of the terminals under each terminal type corresponding to the target area during the specified time period according to the incidence rate and the satisfaction rate of the service items of the terminals under each terminal type; the personnel number determination module 310 further includes: a multi-terminal personnel number determination unit, configured to determine a reference value of the personnel number according to the demand number of the service items of the terminals under each terminal type, and output the reference value of the personnel number.

[0103] Figure 7 Shows the internal structure diagram of a computer device in one embodiment. The computer device may specifically be a terminal or a server. As Figure 7As shown in the figure, the computer device includes a processor, a memory, and a network interface connected through a system bus. Among them, the memory includes a non-volatile storage medium and an internal memory. The non-volatile storage medium of the computer device stores an operating system and may also store a computer program. When the computer program is executed by the processor, the processor can implement the method configured by the terminal maintenance personnel. The internal memory may also store a computer program. When the computer program is executed by the processor, the processor can execute the method configured by the terminal maintenance personnel. Those skilled in the art can understand, Figure 7 The structure shown in the figure is only a block diagram of some structures related to the solution of the present application, and does not constitute a limitation on the computer device to which the solution of the present application is applied. The specific computer device may include more or fewer components than those shown in the figure, or combine some components, or have different component arrangements.

[0104] In one embodiment, a computer device is proposed, including a memory and a processor. The memory stores a computer program. When the computer program is executed by the processor, the processor performs the following steps: determining at least one service item included in the target area; determining the incidence rate of the service items in the target area; determining the satisfaction rate of the service items corresponding to the target area according to the preset service index requirements; calculating the demand number of the service items corresponding to the target area within a specified time period according to the incidence rate and the satisfaction rate; determining a reference value of the number of personnel according to the demand number, and outputting the reference value of the number of personnel.

[0105] In one embodiment, the step of determining the incidence rate of the service items in the target area further includes: obtaining the number of times the service items of the at least one terminal in the target area occur per unit time, obtaining the ratio of the number of times to the number of the at least one terminal in the target area, and taking the ratio as the incidence rate of the service items of the terminal.

[0106] In one embodiment, the service items include planned service items and unplanned service items; the step of obtaining the satisfaction rate of the service items corresponding to the target area further includes: obtaining the historical data of the occurrence of the unplanned service items of the at least one terminal to determine the failure rate; obtaining the corresponding relationship between each target area of the at least one terminal and the failure rate, and determining the regional failure type according to the corresponding relationship. The regional failure type includes low-frequency failure areas, general failure areas, and / or high-frequency failure areas; determining the satisfaction rate of the service items of the target area respectively according to the regional failure type and the preset service index requirements.

[0107] In one embodiment, the step of calculating the demand number of service items corresponding to the target area within a specified time period further includes: obtaining the number of terminals with preset planned service items within the target area within the specified time period, and using this number of terminals as the first demand number of the planned service items of the terminals; obtaining the product of the number of the at least one terminal within the target area within the specified time period and the corresponding incidence rate, and using the product as the second demand number of the unplanned service items of the terminals; and determining the demand number of service items corresponding to the target area within the specified time period according to the first demand number and the second demand number.

[0108] In one embodiment, the step of determining the demand number of service items corresponding to the target area within the specified time period according to the first demand number and the second demand number further includes: calculating the sum of the first demand number and the second demand number as the third demand number; determining whether the Poisson distribution to which the demand number of service items within the target area and the third demand number conform is greater than or equal to the satisfaction rate of the service items; and if so, outputting the demand number of service items within the target area.

[0109] In one embodiment, the step of determining the reference value of the number of personnel according to the demand number further includes: determining the reference value of the number of personnel in the area according to the demand number of service items within the target area and the service efficiency value.

[0110] In one embodiment, the terminal includes multiple terminal types; the step of determining the service items of the at least one terminal included in the target area further includes: determining the service items of the at least one terminal of different types included in the target area; the step of determining the incidence rate of the service items within the target area further includes: determining the incidence rate of the service items of the terminals under each terminal type within the target area; the step of determining the satisfaction rate of the service items corresponding to the target area according to the preset service index requirements further includes: obtaining the satisfaction rate of the service items of the terminals under each terminal type corresponding to the target area according to the preset service index requirements; the step of calculating the demand number of service items corresponding to the target area within the specified time period according to the incidence rate and the satisfaction rate further includes: calculating the demand number of service items of the terminals under each terminal type corresponding to the target area within the specified time period according to the incidence rate of the service items of the terminals under each terminal type and the satisfaction rate; the step of determining the reference value of the number of personnel according to the demand number and outputting the reference value of the number of personnel further includes: determining the reference value of the number of personnel according to the demand number of service items of the terminals under each terminal type and outputting the reference value of the number of personnel.

[0111] In one embodiment, a computer-readable storage medium is provided, storing a computer program, which, when executed by a processor, causes the processor to perform the following steps: determining at least one service item included in a target area; determining the incidence rate of service items in the target area; determining the satisfaction rate of service items corresponding to the target area according to preset service metric requirements; calculating the demand number of service items corresponding to the target area within a specified time period according to the incidence rate and the satisfaction rate; determining a reference value for the number of personnel according to the demand number, and outputting the reference value for the number of personnel.

[0112] In one embodiment, the step of determining the incidence rate of service items in the target area further includes: obtaining the number of occurrences of service items of the at least one terminal in the target area per unit time, obtaining the ratio of the number to the number of the at least one terminal in the target area, and taking the ratio as the incidence rate of the service item of the terminal.

[0113] In one embodiment, the service items include planned service items and unplanned service items; the step of obtaining the satisfaction rate of service items corresponding to the target area further includes: obtaining historical data on the occurrence of unplanned service items of the at least one terminal to determine the failure rate; obtaining the corresponding relationship between each target area of the at least one terminal and the failure rate, and determining the regional failure type according to the corresponding relationship, where the regional failure type includes a low-frequency failure area, a general failure area, and / or a high-frequency failure area; determining the satisfaction rate of service items in the target area respectively according to the regional failure type and preset service metric requirements.

[0114] In one embodiment, the step of calculating the demand number of service items corresponding to the target area within a specified time period further includes: obtaining the number of terminals with planned service items in the target area within the specified time period, and taking the number as the first demand number of the planned service items of the terminal; obtaining the product of the number of the at least one terminal in the target area within the specified time period and the corresponding incidence rate, and taking the product as the second demand number of the unplanned service items of the terminal; determining the demand number of service items corresponding to the target area within the specified time period according to the first demand number and the second demand number.

[0115] In one embodiment, the step of determining the demand number of service items corresponding to the target area within the specified time period according to the first demand number and the second demand number further includes: calculating the sum of the first demand number and the second demand number as the third demand number; determining whether the Poisson distribution to which the demand number of service items in the target area and the third demand number conform is greater than or equal to the satisfaction rate of service items; if so, outputting the demand number of service items in the target area.

[0116] In one embodiment, the step of determining the reference value of the number of personnel according to the number of demands further includes: determining the reference value of the number of personnel in the area according to the number of demands for service items and the service efficiency value in the target area.

[0117] In one embodiment, the terminal includes multiple terminal types; the step of determining the service items of at least one terminal included in the target area further includes: determining the service items of at least one terminal of different types included in the target area; the step of determining the incidence rate of the service items in the target area further includes: determining the incidence rate of the service items of the terminals under each terminal type in the target area; the step of determining the satisfaction rate of the service items corresponding to the target area according to the preset service index requirements further includes: obtaining the satisfaction rate of the service items of the terminals under each terminal type corresponding to the target area according to the preset service index requirements; the step of calculating the number of demands for the service items corresponding to the target area within a specified time period according to the incidence rate and the satisfaction rate further includes: calculating the number of demands for the service items of the terminals under each terminal type corresponding to the target area within a specified time period according to the incidence rate and the satisfaction rate of the service items of the terminals under each terminal type; the step of determining the reference value of the number of personnel according to the number of demands and outputting the reference value of the number of personnel further includes: determining the reference value of the number of personnel according to the number of demands for the service items of the terminals under each terminal type and outputting the reference value of the number of personnel.

[0118] Those of ordinary skill in the art can understand that all or part of the processes in the methods of the above embodiments can be completed by instructing relevant hardware through a computer program. The program can be stored in a non-volatile computer-readable storage medium. When the program is executed, it can include the processes of the embodiments of the above methods. Among them, any reference to a memory, storage, database, or other medium used in the embodiments provided in the present application can include non-volatile and / or volatile memories. Non-volatile memory can include read-only memory (ROM), programmable ROM (PROM), electrically programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM), or flash memory. Volatile memory can include random access memory (RAM) or external cache memory. By way of illustration and not limitation, RAM is available in many forms, such as static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), double data rate SDRAM (DDR SDRAM), enhanced SDRAM (ESDRAM), synchronous link DRAM (SLDRAM), Rambus direct RAM (RDRAM), direct memory bus dynamic RAM (DRDRAM), and Rambus dynamic RAM (RDRAM), etc.

[0119] The technical features of the above embodiments can be combined arbitrarily. For the sake of brevity of description, not all possible combinations of the technical features in the above embodiments are described. However, as long as there is no contradiction in the combination of these technical features, it should be considered as the scope described in this specification.

[0120] The above-described embodiments merely represent several implementation manners of the present application. The description thereof is relatively specific and detailed, but it should not be construed as a limitation on the patent scope of the present application. It should be noted that for those of ordinary skill in the art, without departing from the concept of the present application, several modifications and improvements can still be made, and these all belong to the protection scope of the present application. Therefore, the protection scope of the patent of the present application shall be subject to the appended claims. Please enter the specific implementation content part.

Claims

1. A method for configuring terminal maintenance personnel, characterized in that The method includes: Determining service items of at least one terminal included in the target area; Determining the incidence rate of service items in the target area, where the incidence rate of service items in the target area is the probability of service items occurring in the target area per unit time; Determining the satisfaction rate of service items corresponding to the target area according to preset service index requirements; Calculating the demand number of service items corresponding to the target area within a specified time period according to the incidence rate and the satisfaction rate; Determining a reference value for the number of personnel according to the demand number and outputting the reference value for the number of personnel; Wherein, the service items include planned service items and unplanned service items; Then the step of obtaining the satisfaction rate of service items corresponding to the target area further includes: Obtaining historical data on the occurrence of unplanned service items of the at least one terminal to determine the failure rate; Obtaining the corresponding relationship between each target area of the at least one terminal and the failure rate, and determining the regional failure type according to the corresponding relationship, where the regional failure type includes low-frequency failure areas, general failure areas, and / or high-frequency failure areas; Respectively determining the satisfaction rate of service items in the target area according to the regional failure type and preset service index requirements; Then the step of calculating the demand number of service items corresponding to the target area within a specified time period according to the incidence rate and the satisfaction rate further includes: Obtaining the number of terminals with preset planned service items in the target area within a specified time period, and taking the number of the terminals as the first demand number of the planned service items of the terminals; Obtaining the product of the number of the at least one terminal in the target area within a specified time period and the corresponding incidence rate, and taking the product as the second demand number of the unplanned service items of the terminals; Calculating the sum of the first demand number and the second demand number as the third demand number; Judging whether the Poisson distribution to which the demand number of service items in the target area and the third demand number conform is greater than or equal to the satisfaction rate of service items; If so, outputting the demand number of service items in the target area.

2. The method according to claim 1, wherein The step of determining the incidence rate of service items in the target area further includes: Obtaining the number of times of service item occurrence of the at least one terminal in the target area per unit time, obtaining the ratio of the number of times to the number of the at least one terminal in the target area, and taking the ratio as the incidence rate of the service items of the terminal.

3. The method according to claim 1, wherein The step of determining the reference value for the number of personnel according to the demand number further includes: Determining the reference value for the number of personnel in the area according to the demand number of service items in the target area and the service efficiency value.

4. The method according to claim 1, characterized in that, The terminal includes multiple terminal types; The step of determining service items of at least one terminal included in the target area further includes: determining service items of at least one terminal of different types included in the target area; The step of determining the incidence rate of service items in the target area further includes: determining the incidence rate of service items of terminals under each terminal type in the target area; The step of determining the satisfaction rate of the service items corresponding to the target area according to the preset service index requirements further includes: obtaining the satisfaction rate of the service items of the terminals under each terminal type corresponding to the target area according to the preset service index requirements; The step of calculating the demand number of the service items corresponding to the target area within a specified time period according to the incidence rate and the satisfaction rate further includes: calculating the demand number of the service items of the terminals under each terminal type corresponding to the target area within a specified time period according to the incidence rate and the satisfaction rate of the service items of the terminals under each terminal type; The step of determining the reference value of the number of personnel according to the demand number and outputting the reference value of the number of personnel further includes: determining the reference value of the number of personnel according to the demand number of the service items of the terminals under each terminal type and outputting the reference value of the number of personnel.

5. A device for configuring terminal maintenance personnel, characterized in that, The device includes: An acquisition module, configured to determine the service items of at least one terminal included in the target area; An incidence rate calculation module, configured to determine the incidence rate of the service items in the target area, where the incidence rate of the service items in the target area is the probability of the occurrence of the service items in the target area per unit time; A satisfaction rate determination module, configured to determine the satisfaction rate of the service items corresponding to the target area according to the preset service index requirements; A demand number calculation module, configured to calculate the demand number of the service items corresponding to the target area within a specified time period according to the incidence rate and the satisfaction rate; A personnel number determination module, configured to determine the reference value of the number of personnel according to the demand number and output the reference value of the number of personnel; wherein the service items include planned service items and unplanned service items; Then the step of obtaining the satisfaction rate of the service items corresponding to the target area further includes: Obtaining the historical data of the occurrence of the unplanned service items of the at least one terminal to determine the failure rate; Obtaining the corresponding relationship between each target area of the at least one terminal and the failure rate, and determining the regional failure type according to the corresponding relationship, where the regional failure type includes a low-frequency failure area, a general failure area, and / or a high-frequency failure area; Determining the satisfaction rate of the service items of the target area respectively according to the regional failure type and the preset service index requirements; Then the step of calculating the demand number of the service items corresponding to the target area within a specified time period according to the incidence rate and the satisfaction rate further includes: Obtaining the number of terminals with preset planned service items in the target area within a specified time period, and taking the number of the terminals as the first demand number of the planned service items of the terminals; Obtaining the product of the number of the at least one terminal in the target area within a specified time period and the corresponding incidence rate, and taking the product as the second demand number of the unplanned service items of the terminals; Calculating the sum of the first demand number and the second demand number as the third demand number; Judging whether the Poisson distribution to which the demand number of the service items in the target area and the third demand number conform is greater than or equal to the satisfaction rate of the service items; If so, outputting the demand number of the service items in the target area.

6. A computer-readable storage medium stores a computer program. When the computer program is executed by a processor, the processor is caused to perform the steps of the method according to any one of claims 1 to 4.

7. A computer device includes a memory and a processor. The memory stores a computer program. When the computer program is executed by the processor, the processor is caused to perform the steps of the method according to any one of claims 1 to 4.

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