A method, device and equipment for determining workload

Abstract

The embodiment of the present application discloses a workload determination method, device and equipment, which first obtains the operation information of the target employee in the target time period; then, based on the operation information, obtains the operation set of the target employee in the target time period, wherein the operation set includes one or more unit operations; then, determines the workload parameter of each unit operation in the operation set, and obtains the total workload of the target employee in the target time period according to the workload parameter. In this way, the operations of the target employee in the target time period are divided into one or more unit operations, which can better measure the operations of the target employee in the target time period, and then based on the workload parameters of the unit operations, the total workload of the target employee in the target time period can be obtained more accurately.

Description

Technical Field

[0001] The present application relates to the field of data processing technology, and in particular to a workload determination method, device and equipment. Background Art

[0002] Employees handle a lot of business at work. By counting the workload of employees, you can evaluate their work intensity so as to reasonably allocate work or determine employee rewards.

[0003] However, the business handled by employees is relatively complex, making it difficult to accurately count their workload. Summary of the invention

[0004] In view of this, embodiments of the present application provide a workload determination method, apparatus, and device that can more accurately determine an employee's workload.

[0005] Based on this, the technical solutions provided by the embodiments of the present application are as follows:

[0006] In a first aspect, the present application provides a workload determination method, the method comprising:

[0007] Obtain the target employee's operation information within the target time period;

[0008] Based on the operation information, an operation set of the target employee within the target time period is obtained, where the operation set includes one or more unit operations, and the unit operation is an operation of minimum granularity;

[0009] Determining a workload parameter for each unit operation in the operation set;

[0010] According to the workload parameter, the total workload of the target employee in the target time period is obtained.

[0011] In a possible implementation, obtaining the operation set of the target employee within the target time period based on the operation information includes:

[0012] Based on the operation information, determining the business operations performed by the target employee within the target time period;

[0013] According to the execution process of the business operation, the business operation is divided into one or more unit operations;

[0014] An operation set is constructed using the unit operations.

[0015] In a possible implementation manner, determining the workload parameter of each unit operation in the operation set includes:

[0016] Selecting a unit operation with undetermined workload parameters from the operation set as a target operation;

[0017] Obtaining workload parameters of the target operation by querying in a workload query table;

[0018] Return to executing the step of selecting a unit operation with undetermined workload parameters from the operation set as the target operation and subsequent steps until the operation set does not include the unit operation with undetermined workload parameters.

[0019] In a possible implementation, obtaining the total workload of the target employee in the target time period according to the workload parameter includes:

[0020] The workload parameters corresponding to each unit operation in the operation set are added together to obtain the total workload of the target employee in the target time period.

[0021] In a possible implementation, the workload parameter corresponding to the unit operation is determined according to the length of a time period occupied by executing the unit operation.

[0022] In a possible implementation, the method further includes:

[0023] Obtaining customer information corresponding to the unit operation;

[0024] Obtaining a weighted parameter of the unit operation according to the customer information;

[0025] The workload parameter of the unit operation is modified using the weighting parameter.

[0026] In a possible implementation, obtaining the weighted parameter of the unit operation according to the customer information includes:

[0027] Input the customer information into the customer portrait model to obtain the difficulty score output by the customer portrait model; the customer portrait model is used to output the difficulty score corresponding to the customer information according to the input customer information, and the difficulty score is used to measure the difficulty of serving the customer;

[0028] A weighting parameter of the unit operation is determined according to the difficulty score, and the difficulty score is positively correlated with the weighting parameter.

[0029] In a second aspect, the present application provides a workload determination device, the device comprising:

[0030] A first acquisition unit is used to acquire operation information of a target employee within a target time period;

[0031] A second acquisition unit is configured to obtain, based on the operation information, an operation set of the target employee within the target time period, wherein the operation set includes one or more unit operations, and the unit operation is an operation of minimum granularity;

[0032] A first determining unit, configured to determine a workload parameter of each unit operation in the operation set;

[0033] The second determining unit is used to obtain the total workload of the target employee in the target time period according to the workload parameter.

[0034] In a possible implementation, the second acquisition unit is specifically configured to determine the business operation performed by the target employee within the target time period based on the operation information;

[0035] According to the execution process of the business operation, the business operation is divided into one or more unit operations;

[0036] An operation set is constructed using the unit operations.

[0037] In a possible implementation, the first determining unit is specifically configured to select a unit operation with an undetermined workload parameter from the operation set as a target operation;

[0038] Obtaining workload parameters of the target operation by querying in a workload query table;

[0039] Return to executing the step of selecting a unit operation with undetermined workload parameters from the operation set as the target operation and subsequent steps until the operation set does not include the unit operation with undetermined workload parameters.

[0040] In a possible implementation, the second determination unit is specifically configured to add the workload parameters corresponding to each unit operation in the operation set to obtain the total workload of the target employee in the target time period.

[0041] In a possible implementation, the workload parameter corresponding to the unit operation is determined according to the length of a time period occupied by executing the unit operation.

[0042] In a possible implementation manner, the device further includes:

[0043] A third acquisition unit, used to acquire customer information corresponding to the unit operation;

[0044] A fourth acquisition unit, configured to obtain a weighted parameter of the unit operation according to the customer information;

[0045] A correction unit is used to correct the workload parameter of the unit operation by using the weighted parameter.

[0046] In a possible implementation, the fourth acquisition unit is specifically used to input the customer information into a customer portrait model to obtain a difficulty score output by the customer portrait model; the customer portrait model is used to output a difficulty score corresponding to the customer information based on the input customer information, and the difficulty score is used to measure the difficulty of serving the customer;

[0047] A weighting parameter of the unit operation is determined according to the difficulty score, and the difficulty score is positively correlated with the weighting parameter.

[0048] In a third aspect, a workload determination device includes: a processor, a memory, and a system bus;

[0049] The processor and the memory are connected via the system bus;

[0050] The memory is used to store one or more programs, and the one or more programs include instructions. When the instructions are executed by the processor, the processor executes the method described in any embodiment of the first aspect above.

[0051] In a fourth aspect, a computer-readable storage medium stores instructions, and when the instructions are executed on a terminal device, the terminal device executes the method described in any one of the above embodiments.

[0052] It can be seen that the embodiments of the present application have the following beneficial effects:

[0053] The embodiments of the present application provide a method, device and equipment for determining workload, which first obtains the operation information of the target employee in the target time period; then, based on the operation information, obtains the operation set of the target employee in the target time period, wherein the operation set includes one or more unit operations; then, determines the workload parameter of each unit operation in the operation set, and obtains the total workload of the target employee in the target time period according to the workload parameter. In this way, the operations of the target employee in the target time period are divided into one or more unit operations, which can better measure the operations of the target employee in the target time period, and then based on the workload parameters of the unit operations, the total workload of the target employee in the target time period can be obtained more accurately. BRIEF DESCRIPTION OF THE DRAWINGS

[0054] In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative labor.

[0055] Figure 1 A flowchart of a method for determining workload provided in an embodiment of the present application;

[0056] Figure 2 A schematic diagram of the structure of a workload determination device provided in an embodiment of the present application. DETAILED DESCRIPTION

[0057] In order to facilitate the understanding and explanation of the technical solutions provided by the embodiments of the present application, the background technology of the present application will be described below.

[0058] After studying the traditional statistical methods of employee workload, it is found that most of the existing statistical methods of workload are based on the number of businesses handled by employees to determine the workload of employees. However, employees handle a wide variety of businesses at work, and the business processing process is relatively complicated. The actual effort spent on completing different businesses is different. The method of simply determining employee workload based on the number of businesses is not accurate enough and cannot accurately measure the actual workload of employees.

[0059] Based on this, the embodiment of the present application provides a workload determination method, device and equipment, which first obtains the operation information of the target employee in the target time period; then, based on the operation information, obtains the operation set of the target employee in the target time period, wherein the operation set includes one or more unit operations; then, determines the workload parameter of each unit operation in the operation set, and obtains the total workload of the target employee in the target time period according to the workload parameter. In this way, the operations of the target employee in the target time period are divided into one or more unit operations, which can better measure the operations of the target employee in the target time period, and then based on the workload parameters of the unit operations, the total workload of the target employee in the target time period can be obtained more accurately.

[0060] In order to facilitate understanding of the technical solution provided by the embodiment of the present application, a workload determination method provided by the embodiment of the present application is described below with reference to the accompanying drawings.

[0061] See also Figure 1 As shown, the figure is a flowchart of a workload determination method provided in an embodiment of the present application, and the method includes steps S101-S104.

[0062] S101: Obtaining operation information of a target employee within a target time period.

[0063] The target employee is an employee whose workload needs to be determined. The target employee processes business within the target time period and generates corresponding operation information. The target time period may be a time period for counting the employee's workload. The target time period may be, for example, one day, one week, or one month. The operation information may be information on the target employee's business processing stored in the business system. The operation information may include business information and processing progress of the target employee's business processing.

[0064] S102: Based on the operation information, obtain an operation set of the target employee within the target time period, where the operation set includes one or more unit operations, and the unit operation is an operation of minimum granularity.

[0065] According to the acquired operation information of the target employee, the business handling situation of the target employee in the target time period can be determined. Based on the operation information, the operation set of the target employee in the target time period can be obtained. Among them, the operation set is a set of unit operations of the target employee in the target time period. The operation set includes one or more unit operations. The unit operation is the operation with the smallest granularity of division. Specifically, the unit operation can be an operation that cannot be further divided. For example, the unit operation can be filling in a field of information.

[0066] In a possible implementation, an embodiment of the present application provides a specific implementation method for obtaining the operation set of the target employee within the target time period based on the operation information. Please refer to the following for details.

[0067] S103: Determine a workload parameter of each unit operation in the operation set.

[0068] Each unit operation has a corresponding workload parameter. The workload parameter is a parameter used to measure the workload of the unit operation. The workload parameter of the unit operation can be predetermined.

[0069] The workload parameter corresponding to the unit operation may be determined according to the length of the time period occupied by performing the unit operation. The workload parameter of the unit operation is determined based on the length of the time period occupied by different unit operations. The length of the time period occupied by the unit operation may be the average length of the time period occupied by different employees when performing the unit operation. The workload parameter of the unit operation may be positively correlated with the length of the time period occupied.

[0070] In a possible implementation, an embodiment of the present application provides a specific implementation method for determining the workload parameter of each unit operation in the operation set, please see below for details.

[0071] S104: Obtaining the total workload of the target employee in the target time period according to the workload parameter.

[0072] After determining the workload parameters of each unit operation, the total workload of the target employee in the target time period can be obtained based on the workload parameters.

[0073] In a possible implementation, the embodiment of the present application provides a specific implementation method for obtaining the total workload of the target employee in the target time period according to the workload parameter, which specifically includes:

[0074] The workload parameters corresponding to each unit operation in the operation set are added together to obtain the total workload of the target employee in the target time period.

[0075] By adding up the workload parameters corresponding to each unit operation, the total workload of the target employee in the target time period can be obtained.

[0076] Based on the relevant contents of S101-S104 above, it can be known that by dividing the operations of the target employee within the target time period into one or more unit operations, the operations of the target employee within the target time period can be better measured, and then based on the workload parameters of the unit operations, the total workload of the target employee within the target time period can be obtained more accurately.

[0077] In a possible implementation, the embodiment of the present application provides a method for obtaining an operation set of the target employee within a target time period based on the operation information, including the following three steps:

[0078] A1: Based on the operation information, determining the business operations performed by the target employee within the target time period.

[0079] Operation information is generated based on the business handled by the target employee. Based on the operation information, the business handled by the target employee and the progress of the business processing can be determined. First, based on the operation information, determine the business operations performed by the target employee within the target time period.

[0080] For example, based on the operation information, it is determined that the target employee performs a business operation of inputting data twice within fifteen minutes.

[0081] A2: Divide the business operation into one or more unit operations according to the execution process of the business operation.

[0082] A business operation has a corresponding execution process, which may specifically include the process for handling the business.

[0083] It is understandable that a business operation may have a process operated by a target employee or a process operated by a customer. According to the execution process of the business operation, the process operated by the target employee in the business operation can be determined. Then, the business operation can be divided into one or more unit operations based on the execution process.

[0084] Taking the above-mentioned business operation of inputting data as an example, the execution process of the business operation of inputting data can be, for example, that the employee provides the customer with a data form to be filled in, and the customer enters the customer's information in the data form, and then the employee enters the business information in the data form to complete the business operation of inputting data. According to the execution process of the business operation of inputting data, it can be determined that the employee inputting business information in the data form is the employee's operation process. Then, the business operation of the specific data input by the employee is divided into one or more unit operations of filling in one field of information.

[0085] A3: Construct an operation set using the unit operation.

[0086] The unit operations obtained after division are combined to construct an operation set.

[0087] Still taking the above-mentioned business operation of inputting data as an example, the first business operation of inputting data is divided into 5 unit operations of filling in one field of information, and the second business operation of inputting data is divided into 3 unit operations of filling in one field of information. Then the corresponding operation set includes 8 unit operations of filling in one field of information.

[0088] In the embodiment of the present application, based on the execution process of the business operation, the business operation can be divided more accurately, thereby obtaining unit operations that are divided more accurately.

[0089] The workload parameters corresponding to the unit operation can be pre-recorded in the workload query table. The workload query table includes the identifier of the unit operation and the workload parameters corresponding to the unit operation. The identifier of the unit operation can be used to indicate the unit operation.

[0090] Based on this, the embodiment of the present application provides a specific implementation method for determining the workload parameter of each unit operation in the operation set, including the following three steps:

[0091] B1: Select a unit operation with undetermined workload parameters from the operation set as the target operation.

[0092] The operation set may include one or more unit operations. A unit operation with undetermined workload parameters is selected from the operation set as the target operation. The embodiment of the present application does not limit the method of determining the target operation. For example, the unit operations with undetermined workload parameters can be selected from the operation set in sequence according to a preset order. For another example, the unit operation with undetermined workload parameters can also be randomly selected from the operation set.

[0093] B2: Query the workload query table to obtain the workload parameter of the target operation.

[0094] Specifically, based on the target operation, the corresponding workload parameter can be queried in the workload query table. For example, the identifier of the target operation can be obtained, and the workload parameter corresponding to the identifier can be queried in the workload query table. The workload parameter obtained by the query is used as the working parameter of the target operation.

[0095] B3: Return to executing the step of selecting a unit operation with undetermined workload parameters from the operation set as the target operation and subsequent steps until the operation set does not include a unit operation with undetermined workload parameters.

[0096] After the workload parameter of the target operation is determined, new target operations may continue to be determined from the operation set until the operation set does not include unit operations for which the workload parameters have not been determined.

[0097] In the embodiment of the present application, by querying the workload query table, the workload parameters of the unit operation can be determined, thereby achieving a more accurate determination of the workload.

[0098] In some possible situations, the workload of employees in performing business operations will also be affected by customers. For example, when employees perform business operations for customers with higher service difficulty, they may consume more energy.

[0099] Based on this, an embodiment of the present application provides a workload determination method. In addition to the above steps, the method also includes the following three steps:

[0100] C1: Obtain the customer information corresponding to the unit operation.

[0101] When employees perform unit operations, they may be serving customers. In order to evaluate the difficulty of serving customers, the customer information corresponding to the unit operations can be obtained.

[0102] The embodiment of the present application does not limit the method of obtaining the customer information corresponding to the unit operation. For example, the operation information related to the unit operation can be obtained from the service system, and then the customer information can be obtained based on the operation information.

[0103] Customer information may be customer identification and customer behavior data. Customer behavior data may include information about various services received by the customer.

[0104] C2: Obtaining a weighted parameter of the unit operation according to the customer information.

[0105] Customer information can measure the ease of serving customers. Based on customer information, weighted parameters for unit operations can be determined.

[0106] In a possible implementation, the difficulty level of customer service may be determined based on the customer information, and then the corresponding weighting parameter may be determined based on the difficulty level.

[0107] The embodiment of the present application provides a specific implementation method of obtaining the weighted parameter of the unit operation according to the customer information, including:

[0108] D1: Input the customer information into the customer portrait model to obtain the difficulty score output by the customer portrait model; the customer portrait model is used to output the difficulty score corresponding to the customer information based on the input customer information, and the difficulty score is used to measure the difficulty of serving customers.

[0109] The customer portrait model may be a pre-established model for determining the difficulty score of serving a customer. The customer portrait model may be established based on a neural network model, and may be obtained by training using training data. The training data may include customer historical behavior data and corresponding difficulty score labels. The customer portrait model obtained after training may output a corresponding difficulty score based on the input customer information including customer behavior data. The difficulty score is used to measure the difficulty of serving a customer. The higher the difficulty score, the higher the difficulty of serving the corresponding customer.

[0110] D2: Determine a weighting parameter of the unit operation according to the difficulty score, wherein the difficulty score is positively correlated with the weighting parameter.

[0111] After determining the difficulty score, the weighted parameter of the unit operation can be further determined. The weighted parameter is used to modify the workload parameter of the unit operation. The weighted parameter is positively correlated with the difficulty score. The higher the difficulty score, the higher the weighted parameter; the lower the difficulty score, the lower the weighted parameter.

[0112] C3: Modify the workload parameter of the unit operation using the weighted parameter.

[0113] After the weighted parameter is obtained, the workload parameter of the unit operation is corrected using the weighted parameter. In a possible implementation, the product of the workload parameter and the weighted parameter may be calculated to obtain the corrected workload parameter of the unit operation.

[0114] In the embodiment of the present application, weighted parameters can be determined based on customer information, so as to flexibly adjust the workload parameters of unit operations based on the difficulty of serving customers, so that the determined workload parameters are more accurate. Furthermore, the customer portrait model can also be used to determine the customer's difficulty score, so that more accurate weighted parameters can be obtained.

[0115] Based on a workload determination method provided in the above method embodiment, an embodiment of the present application also provides a workload determination device, which will be described below in conjunction with the accompanying drawings.

[0116] See also Figure 2 As shown in FIG. 1 , this figure is a schematic diagram of the structure of a workload determination device provided in an embodiment of the present application. Figure 2 As shown, the workload determination device includes:

[0117] The first acquisition unit 201 is used to acquire the operation information of the target employee within the target time period;

[0118] A second acquisition unit 202 is configured to obtain an operation set of the target employee within the target time period based on the operation information, wherein the operation set includes one or more unit operations, and the unit operation is an operation of the smallest granularity;

[0119] A first determining unit 203, configured to determine a workload parameter of each unit operation in the operation set;

[0120] The second determining unit 204 is configured to obtain the total workload of the target employee within the target time period according to the workload parameter.

[0121] In a possible implementation, the second acquisition unit 202 is specifically configured to determine the business operation performed by the target employee within the target time period based on the operation information;

[0122] According to the execution process of the business operation, the business operation is divided into one or more unit operations;

[0123] An operation set is constructed using the unit operations.

[0124] In a possible implementation, the first determining unit 203 is specifically configured to select a unit operation with an undetermined workload parameter from the operation set as a target operation;

[0125] Obtaining workload parameters of the target operation by querying in a workload query table;

[0126] Return to executing the step of selecting a unit operation with undetermined workload parameters from the operation set as the target operation and subsequent steps until the operation set does not include the unit operation with undetermined workload parameters.

[0127] In a possible implementation, the second determining unit 204 is specifically configured to add the workload parameters corresponding to each unit operation in the operation set to obtain the total workload of the target employee in the target time period.

[0128] In a possible implementation, the workload parameter corresponding to the unit operation is determined according to the length of a time period occupied by executing the unit operation.

[0129] In a possible implementation manner, the device further includes:

[0130] A third acquisition unit, used to acquire customer information corresponding to the unit operation;

[0131] A fourth acquisition unit, configured to obtain a weighted parameter of the unit operation according to the customer information;

[0132] A correction unit is used to correct the workload parameter of the unit operation by using the weighted parameter.

[0133] In a possible implementation, the fourth acquisition unit is specifically used to input the customer information into a customer portrait model to obtain a difficulty score output by the customer portrait model; the customer portrait model is used to output a difficulty score corresponding to the customer information based on the input customer information, and the difficulty score is used to measure the difficulty of serving the customer;

[0134] A weighting parameter of the unit operation is determined according to the difficulty score, and the difficulty score is positively correlated with the weighting parameter.

[0135] Based on a workload determination method provided by the above method embodiment, the present application provides a workload determination device, including: a processor, a memory, and a system bus;

[0136] The processor and the memory are connected via the system bus;

[0137] The memory is used to store one or more programs, and the one or more programs include instructions. When the instructions are executed by the processor, the processor executes the method described in any one of the above embodiments.

[0138] Based on a workload determination method provided by the above method embodiment, the present application provides a computer-readable storage medium, in which instructions are stored. When the instructions are executed on a terminal device, the terminal device executes the method described in any of the above embodiments.

[0139] It should be noted that the various embodiments in this specification are described in a progressive manner, and each embodiment focuses on the differences from other embodiments, and the same or similar parts between the various embodiments can be referred to each other. For the system or device disclosed in the embodiment, since it corresponds to the method disclosed in the embodiment, the description is relatively simple, and the relevant parts can be referred to the method part description.

[0140] It should be understood that in the present application, "at least one (item)" means one or more, and "plurality" means two or more. "And / or" is used to describe the association relationship of associated objects, indicating that three relationships may exist. For example, "A and / or B" can mean: only A exists, only B exists, and A and B exist at the same time, where A and B can be singular or plural. The character " / " generally indicates that the objects associated before and after are in an "or" relationship. "At least one of the following" or similar expressions refers to any combination of these items, including any combination of single or plural items. For example, at least one of a, b or c can mean: a, b, c, "a and b", "a and c", "b and c", or "a and b and c", where a, b, c can be single or multiple.

[0141] It should also be noted that, in this article, relational terms such as first and second, etc. are only used to distinguish one entity or operation from another entity or operation, and do not necessarily require or imply any such actual relationship or order between these entities or operations. Moreover, the terms "include", "comprise" or any other variants thereof are intended to cover non-exclusive inclusion, so that a process, method, article or device including a series of elements includes not only those elements, but also other elements not explicitly listed, or also includes elements inherent to such process, method, article or device. In the absence of further restrictions, the elements defined by the sentence "comprise a ..." do not exclude the presence of other identical elements in the process, method, article or device including the elements.

[0142] The steps of the method or algorithm described in conjunction with the embodiments disclosed herein may be implemented directly using hardware, a software module executed by a processor, or a combination of the two. The software module may be placed in a random access memory (RAM), a memory, a read-only memory (ROM), an electrically programmable ROM, an electrically erasable programmable ROM, a register, a hard disk, a removable disk, a CD-ROM, or any other form of storage medium known in the art.

[0143] The above description of the disclosed embodiments enables those skilled in the art to implement or use the present application. Various modifications to these embodiments will be apparent to those skilled in the art, and the general principles defined herein may be implemented in other embodiments without departing from the spirit or scope of the present application. Therefore, the present application will not be limited to the embodiments shown herein, but will conform to the widest scope consistent with the principles and novel features disclosed herein.

Claims

1. A method for determining workload, characterized in that: The method comprises: Obtain the target employee's operation information within the target time period; Based on the operation information, an operation set of the target employee within the target time period is obtained, where the operation set includes one or more unit operations, and the unit operation is an operation of minimum granularity; Determining a workload parameter for each unit operation in the operation set; According to the workload parameter, the total workload of the target employee in the target time period is obtained; Wherein, obtaining the operation set of the target employee within the target time period based on the operation information includes: Based on the operation information, determining the business operations performed by the target employee within the target time period; According to the execution process of the business operation, the business operation is divided into one or more unit operations; An operation set is constructed using the unit operations.

2. The method according to claim 1, characterized in that The determining of the workload parameter of each unit operation in the operation set includes: Selecting a unit operation with undetermined workload parameters from the operation set as a target operation; Obtaining workload parameters of the target operation by querying in a workload query table; Return to executing the step of selecting a unit operation with undetermined workload parameters from the operation set as the target operation and subsequent steps until the operation set does not include the unit operation with undetermined workload parameters.

3. The method according to claim 1, characterized in that: The step of obtaining the total workload of the target employee within the target time period according to the workload parameter includes: The workload parameters corresponding to each unit operation in the operation set are added together to obtain the total workload of the target employee in the target time period.

4. The method according to claim 1, characterized in that: The workload parameter corresponding to the unit operation is determined according to the length of the time period occupied by executing the unit operation.

5. The method according to claim 1, characterized in that The method further comprises: Obtaining customer information corresponding to the unit operation; Obtaining a weighted parameter of the unit operation according to the customer information; The workload parameter of the unit operation is modified using the weighting parameter.

6. The method according to claim 5, characterized in that The step of obtaining the weighted parameter of the unit operation according to the customer information includes: Input the customer information into the customer portrait model to obtain the difficulty score output by the customer portrait model; the customer portrait model is used to output the difficulty score corresponding to the customer information according to the input customer information, and the difficulty score is used to measure the difficulty of serving the customer; A weighting parameter of the unit operation is determined according to the difficulty score, and the difficulty score is positively correlated with the weighting parameter.

7. A workload determination device, characterized in that: The device comprises: A first acquisition unit is used to acquire operation information of a target employee within a target time period; A second acquisition unit is configured to obtain, based on the operation information, an operation set of the target employee within the target time period, wherein the operation set includes one or more unit operations, and the unit operation is an operation of minimum granularity; A first determining unit, configured to determine a workload parameter of each unit operation in the operation set; A second determination unit, configured to obtain the total workload of the target employee within the target time period according to the workload parameter; The second acquisition unit is specifically configured to determine the business operation performed by the target employee within the target time period based on the operation information; According to the execution process of the business operation, the business operation is divided into one or more unit operations; An operation set is constructed using the unit operations.

8. A workload determination device, characterized in that: include: Processor, memory, system bus; The processor and the memory are connected via the system bus; The memory is used to store one or more programs, wherein the one or more programs include instructions, and when the instructions are executed by the processor, the processor executes the method according to any one of claims 1 to 6.

9. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores instructions, and when the instructions are executed on a terminal device, the terminal device executes the method according to any one of claims 1 to 6.

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