Abnormal business processing method and device

Abstract

This invention provides a method and apparatus for handling abnormal business operations, applicable to the financial sector or other fields. The method includes: determining business operation indicators based on backlogged business data and backlogged personnel data; determining backlogged business status data based on a comparison between the business operation indicators and backlog thresholds; determining the number of dispatchers based on the backlogged business status data, the total number of dispatchers in the dispatch group, and dispatch indicators; determining the number of dispatchers based on the number of dispatchers and the work efficiency of the dispatch group personnel; and dispatching the dispatchers from the original business pool to the backlogged task pool corresponding to the backlogged business data. This invention can quickly allocate personnel from the normal task pool to the abnormal task pool, reducing the pressure of backlogged business in the abnormal task pool, significantly reducing the processing time and cost of backlogged business, and greatly improving business processing efficiency.

Description

Technical Field

[0001] The present invention relates to the field of financial technology, and in particular to a method and device for processing abnormal business. Background Art

[0002] At present, the financial sector generally adopts an intensive operation model to carry out daily business processing, that is, by forming an intensive team to complete the monitoring and processing of all businesses under the institution in accordance with unified system specifications and operating requirements. Technically, it is generally achieved by setting up A and B task pools to share 50% of the tasks respectively, while keeping the number of operators in the dual task pools relatively stable and balanced. However, in recent years, with the continuous introduction of new financial products and the continuous improvement of consumer demand for personalized financial services and financial products, the volume of business opened through the intensive operation model has shown explosive growth, and the risk concentration of related systems has become increasingly high. In the future, there may be production and operation abnormalities such as single task pool performance overload and system downtime, which will lead to system risks of large-scale business accumulation or even stagnation. Therefore, it is urgent to use advanced technical means to quickly respond and handle abnormalities in production operations to reduce the pressure of business accumulation and comprehensively improve business processing efficiency and intelligence. Summary of the invention

[0003] The main purpose of the embodiments of the present invention is to provide a method and device for processing abnormal business. By constructing an intelligent dual-task pool scheduling mechanism, operators are quickly deployed from the normal task pool to the abnormal task pool, thereby alleviating the pressure of business accumulation in the abnormal task pool, greatly reducing the processing time and cost of accumulated business, and greatly improving business processing efficiency.

[0004] In order to achieve the above object, an embodiment of the present invention provides a method for handling abnormal services, including:

[0005] Determine business operation indicators based on business accumulation data and operator accumulation data;

[0006] Determine the service accumulation status data according to the comparison result between the service operation index and the accumulation threshold;

[0007] Determine the number of dispatchers based on the business accumulation status data, the total number of dispatchers and dispatch indicators;

[0008] The dispatchers are determined according to the number of dispatchers and the work efficiency of the dispatching group members, and the dispatchers are dispatched from the original business pool to the accumulation task pool corresponding to the business accumulation data.

[0009] The embodiment of the present invention further provides an abnormal service processing device, including:

[0010] A business operation index module is used to determine business operation indexes based on business accumulation data and operator accumulation data;

[0011] A business accumulation state data module is used to determine business accumulation state data according to the comparison result between the business operation index and the accumulation threshold;

[0012] The dispatcher quantity module is used to determine the number of dispatchers based on the business accumulation status data, the total number of dispatchers in the dispatch group and the dispatch indicators;

[0013] The scheduling module is used to determine the scheduling personnel according to the number of scheduling personnel and the operating efficiency of the scheduling group personnel, and schedule the scheduling personnel from the original business pool to the accumulation task pool corresponding to the business accumulation data.

[0014] An embodiment of the present invention further provides a computer device, comprising a memory, a processor, and a computer program stored in the memory and running on the processor, wherein the processor implements the steps of the abnormal business processing method when executing the computer program.

[0015] An embodiment of the present invention further provides a computer-readable storage medium on which a computer program is stored. When the computer program is executed by a processor, the steps of the abnormal business processing method are implemented.

[0016] The abnormal business processing method and device of the embodiment of the present invention first determine the business operation index according to the business accumulation data and the operator accumulation data, and then determine the business accumulation status data according to the comparison result of the business operation index and the accumulation threshold value to determine the number of dispatching personnel according to the business accumulation status data, the total number of dispatching group members and the dispatching index, and finally determine the dispatching personnel according to the number of dispatching personnel and the work efficiency of the dispatching group members, and dispatch the dispatching personnel from the original business pool to the accumulation task pool corresponding to the business accumulation data. The operating personnel can be quickly deployed from the normal task pool to the abnormal task pool, which reduces the pressure of business accumulation in the abnormal task pool, greatly reduces the processing time and cost of accumulated business, and greatly improves the business processing efficiency. BRIEF DESCRIPTION OF THE DRAWINGS

[0017] In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings required for use in the description of the embodiments will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0018] Figure 1 is a flow chart of a method for handling abnormal business in an embodiment of the present invention;

[0019] Figure 2 is a flow chart of a method for handling abnormal business in another embodiment of the present invention;

[0020] Figure 3is a flow chart of S103 in an embodiment of the present invention;

[0021] Figure 4 is a flow chart of determining a scheduling indicator in an embodiment of the present invention;

[0022] Figure 5 is a schematic diagram of executing dual-task pool scheduling in an embodiment of the present invention;

[0023] Figure 6 is a flow chart of switching back in an embodiment of the present invention;

[0024] Figure 7 is a structural block diagram of an abnormal service processing device in an embodiment of the present invention;

[0025] Figure 8 It is a structural block diagram of a computer device in an embodiment of the present invention. DETAILED DESCRIPTION

[0026] The following will be combined with the drawings in the embodiments of the present invention to clearly and completely describe the technical solutions in the embodiments of the present invention. Obviously, the described embodiments are only part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0027] Those skilled in the art will appreciate that the embodiments of the present invention may be implemented as a system, device, apparatus, method or computer program product. Therefore, the present disclosure may be specifically implemented in the following forms, namely: complete hardware, complete software (including firmware, resident software, microcode, etc.), or a combination of hardware and software.

[0028] It should be noted that the abnormal business processing method and device of the present invention can be used in business scheduling scenarios in the financial field, and can also be used in any field other than the financial field. The embodiment of the present invention does not limit the application field of the signature verification method and device.

[0029] In view of the fact that the prior art may have production operation abnormalities such as single task pool performance overload and system downtime, which in turn may cause system risks of large-scale business accumulation or even stagnation, the embodiment of the present invention provides a method and device for handling abnormal business, and provides a solution for scheduling dual task pools when production operation is abnormal in the intensive operation mode in the financial field, which overcomes the deficiency that the original technology cannot solve the production business accumulation by simply and quickly scheduling the operating personnel. By constructing an intelligent dual task pool scheduling mechanism, the operating personnel are quickly deployed from the normal task pool to the abnormal task pool in a simple and convenient manner, thereby alleviating the pressure of abnormal task pool business accumulation, greatly reducing the processing time and cost of accumulated business, and greatly improving business processing efficiency. The present invention is described in detail below in conjunction with the accompanying drawings.

[0030] Figure 1 It is a flow chart of the abnormal business processing method in an embodiment of the present invention. Figure 2 FIG. 1 is a flow chart of a method for handling abnormal business in another embodiment of the present invention. Figure 1-Figure 2 As shown, the abnormal business processing method includes:

[0031] S101: Determine a business operation index according to business accumulation data and operator accumulation data.

[0032] Among them, the business operation index is the sum of business backlog data and operator backlog data. Business backlog data is the ratio of business backlog volume to total business volume, and operator backlog data is the ratio of average business backlog volume to average business processing volume. "Business backlog volume" refers to the number of businesses that are not completed within 1 hour in a single task pool or a single operator.

[0033] S102: Determine service accumulation state data according to a comparison result between the service operation indicator and the accumulation threshold.

[0034] In one embodiment, it further includes:

[0035] The accumulation threshold is determined according to the average value and the maximum value of the historical operating indicator.

[0036] The accumulation threshold includes a first accumulation threshold, a second accumulation threshold and a third accumulation threshold. The first accumulation threshold is the average value of the historical operation index, the second accumulation threshold is the maximum value of the historical operation index, and the third accumulation threshold is the ratio of the square of the maximum value of the historical operation index to the average value of the historical operation index.

[0037] In specific implementation, the business accumulation status data includes:

[0038] 1. Business operation is normal: when the business operation index is less than or equal to the first accumulation threshold, the business accumulation status data indicates that the business operation is normal.

[0039] For example, when the historical operating indicators are data from the last 30 days:

[0040] When the business operation index Z≤AVERAGE(Z1, Z2...Z30), the business accumulation status data is running normally. Among them, Z1, Z2...Z30 are the first historical operation index, the second historical operation index...the thirtieth historical operation index, and AVERAGE(Z1, Z2...Z30) is the average value of (Z1, Z2...Z30).

[0041] 2. Slight business accumulation: When the business operation index is greater than the first accumulation threshold and less than or equal to the second accumulation threshold, the business accumulation status data is slight business accumulation.

[0042] For example, when the historical operating indicators are data from the last 30 days:

[0043] When AVERAGE(Z1, Z2...Z30)<business operation index Z≤MAX(Z1, Z2...Z30), the business accumulation state data is slight business accumulation. Among them, MAX(Z1, Z2...Z30) is the maximum value of (Z1, Z2...Z30).

[0044] 3. Moderate business accumulation: When the business operation index is greater than the second accumulation threshold and less than or equal to the third accumulation threshold, the business accumulation status data is moderate business accumulation.

[0045] For example, when the historical operating indicators are data from the last 30 days:

[0046] When MAX(Z1, Z2…Z30)<Business operation index Z≤[MAX(Z1, Z2…Z30)] 2 / AVERAGE(Z1, Z2...Z30), the business accumulation status data is moderate business accumulation.

[0047] 4. Heavy business accumulation: When the business operation index is greater than the third accumulation threshold, the business accumulation status data is heavy business accumulation.

[0048] For example, when the historical operating indicators are data from the last 30 days:

[0049] When the business operation index Z>[MAX(Z1, Z2…Z30)] 2 / AVERAGE(Z1, Z2...Z30), the business accumulation status data is heavy business accumulation.

[0050] S103: Determine the number of dispatching personnel according to the business accumulation status data, the total number of dispatching group members and the dispatching index.

[0051] Figure 3is a flow chart of S103 in an embodiment of the present invention. Figure 3 As shown, S103 includes:

[0052] S201: Determine a risk factor according to business accumulation status data.

[0053] In one embodiment, S201 includes:

[0054] The risk factor is determined based on the business accumulation status data, the average value of the historical operation indicators, and the maximum value of the historical operation indicators.

[0055] For example, when the historical operating indicators are data from the last 30 days:

[0056] When the business accumulation state data indicates that the business is slightly accumulated, the risk coefficient X=1.

[0057] When the service backlog status data is moderately backlogged:

[0058] Risk factor X = MAX(Z1, Z2...Z30) / AVERAGE(Z1, Z2...Z30).

[0059] When the service accumulation status data indicates that the service is severely accumulated:

[0060] Risk factor X = [MAX(Z1, Z2...Z30)] 2 / AVERAGE(Z1, Z2…Z30).

[0061] S202: Determine the number of dispatchers based on the risk factor, the total number of dispatchers in the dispatch group, and the dispatch index.

[0062] During the specific implementation, the business subcategories where abnormal operations occur can be located based on the identification and classification of risks of abnormal production operations. At the same time, corresponding personnel scheduling plans can be formulated for the task pool and business backlog where abnormal production operations occur, combined with the in-transit business conditions of the operators who can be scheduled in the normal task pool.

[0063] In one embodiment, the number of dispatching personnel = the total number of dispatching group members × the dispatching index F × the risk coefficient X. If the calculated number of dispatching personnel is not an integer, it is rounded up.

[0064] In one embodiment, the method further includes: obtaining the abnormal business type, determining the operating personnel corresponding to the abnormal business type; and determining the total number of persons in the dispatching group according to the business status of the operating personnel.

[0065] Among them, "Total number of dispatching team members" refers to the total number of operators who have no business in transit and whose business grouping for daily operations includes abnormal business subcategories under the normal task pool. When the business status is no business in transit, the corresponding operator is determined to be a dispatching team member.

[0066] Figure 4 is a flow chart for determining the scheduling index in an embodiment of the present invention. Figure 4 As shown, determining the scheduling indicators includes:

[0067] S301: Determine the classification accumulation ratio according to the number of abnormal business types and the total number of business types.

[0068] Among them, the classification accumulation ratio is the ratio of the number of abnormal business types (business accumulation subcategories) to the total number of business types (business subcategories), and the abnormal business is the accumulation business.

[0069] S302: Determine the accumulated timeout ratio according to the timeout time of the abnormal business and the operation time.

[0070] Among them, the accumulated timeout ratio is the ratio of the timeout time of abnormal business to the operation time. "Timeout" means that a single business is not processed within the time specified by the system, and the operation time is the average time for processing the business.

[0071] S303: Determine the scheduling index according to the classification accumulation ratio and the accumulation timeout ratio.

[0072] Among them, the scheduling index F is the sum of the classification accumulation ratio and the accumulation timeout ratio.

[0073] S104: Determine the dispatching personnel according to the number of dispatching personnel and the work efficiency of the dispatching group personnel, and dispatch the dispatching personnel from the original business pool to the accumulation task pool corresponding to the business accumulation data.

[0074] Among them, by arranging the dispatching group members from largest to smallest according to their work efficiency, it can be determined that the dispatching group members ranked before the number of dispatching personnel are dispatching personnel.

[0075] Figure 5 Schematic diagram of executing dual task pool scheduling in an embodiment of the present invention. Figure 5 As shown, the execution of dual-task pool scheduling includes a dual-task pool scheduling whitelist management rule control module and a dual-task pool monitoring business variety rule control module.

[0076] The dual-task pool scheduling whitelist management rule control module sets the whitelist control parameters of multiple operators with dual-task pool scheduling functions, as well as the corresponding task pools, business operation types, and start / stop switch flags. The relevant settings take effect in real time. The specific rules are as follows:

[0077] Rule 1: Operator Number

[0078] Rule 2: Task Pool

[0079] Rule 3: Business operation type

[0080] Rule 4: Start and Stop Signs

[0081] The dual-task pool monitoring business type rule control module is associated with the dual-task pool scheduling whitelist management rule control module. It can set the business types that whitelist operators can handle after dual-task pool scheduling and the corresponding start-stop switch signs. The relevant settings take effect in real time. The specific rules are as follows:

[0082] Business subclass rule 1: Business subclass

[0083] Business sub-category rule 2: start and stop signs

[0084] After executing dual-task pool scheduling, the corresponding dispatcher activates the temporary personnel identity according to the task pool information set in the rules and adjusts it to the production abnormality task pool (shielding the task pool to which the original operator belongs and related system information). At the same time, according to the business operation type and business subcategory information set in the rules, the temporary re-entry, review and other processing permissions of the corresponding abnormal business subcategory are activated (shielding the original operator's business processing permissions and related system information), so that the system can normally verify the identity and operation permissions of the operator when the dispatcher handles the abnormal task pool business, thereby assisting the production abnormal operation task pool to complete the processing of accumulated business.

[0085] Figure 1 The execution subject of the abnormal business processing method shown can be a computer. Figure 1 As can be seen from the process shown, the abnormal business processing method of the embodiment of the present invention first determines the business operation index based on the business accumulation data and the operator accumulation data, and then determines the business accumulation status data based on the comparison result of the business operation index and the accumulation threshold to determine the number of dispatching personnel according to the business accumulation status data, the total number of dispatching group members and the dispatching index, and finally determines the dispatching personnel according to the number of dispatching personnel and the operating efficiency of the dispatching group members, and dispatches the dispatching personnel from the original business pool to the accumulation task pool corresponding to the business accumulation data. The operating personnel can be quickly deployed from the normal task pool to the abnormal task pool, which reduces the pressure of business accumulation in the abnormal task pool, greatly reduces the processing time and cost of accumulated business, and greatly improves the business processing efficiency.

[0086] Figure 6 1 is a flow chart of switching back in an embodiment of the present invention. Figure 6 As shown, the abnormal business processing method also includes:

[0087] S401: Acquire real-time service backlog status data, and determine a real-time scheduling status according to a duration of the real-time service backlog status data and a comparison result between the real-time service backlog status data and service backlog status data.

[0088] In specific implementation, as the business backlog in the abnormal task pool continues to decrease, the dispatcher can be dynamically switched back. When the risk level is reduced and the reduced risk state lasts for more than 1 hour, the dual task pool scheduling switchback is started until the business processing of the production abnormal task pool returns to normal operation.

[0089] S402: Determine the number of real-time dispatching personnel according to the real-time dispatching status, the real-time business accumulation status data, the total number of dispatching group members and the real-time dispatching index.

[0090] In specific implementation, when the real-time dispatching state is switched back, the number of real-time dispatching personnel is re-determined based on the real-time business accumulation state data, the total number of dispatching groups and the real-time dispatching indicators.

[0091] S403: Determine the number of personnel to be switched back according to the number of real-time dispatched personnel and the number of dispatched personnel.

[0092] Among them, the back-cutting follows the principle of decreasing difference, that is, the number of back-cutting personnel is the difference between the number of people who should be dispatched at the original high-risk level (the number of dispatched personnel) and the number of people who should be dispatched at the current risk level (the number of real-time dispatched personnel).

[0093] S404: Determine the switchback personnel according to the number of switchback personnel and the work efficiency of the dispatching personnel, and switch the switchback personnel back from the accumulated task pool to the corresponding original business pool.

[0094] In specific implementation, the dispatchers are arranged from small to large according to their work efficiency, and the dispatchers ranked before the number of switchback personnel can be determined as the switchback personnel. During the switchback period, the original task pool and business processing authority corresponding to the dispatcher are restored in real time by disabling the dual-task pool scheduling whitelist management rules and the dual-task pool monitoring business variety rules, and the relevant system information such as the original task pool and business processing authority temporarily granted during the scheduling period are simultaneously blocked, so as to realize the switchback of the dual-task pool scheduling teller.

[0095] The specific embodiments of the present invention are as follows:

[0096] 1. Identification of abnormal production operation risks

[0097] According to the monitoring and calculation of real-time production data: in the last hour, the operation index Z of task pool A is 0.50, and the scheduling index F is 0.18; at the same time, in the last 30 days, AVERAGE(Z1, Z2...Z30)=0.30, MAX(Z1, Z2...Z30)=0.42, [MAX(Z1, Z2...Z30)] 2 / AVERAGE(Z1, Z2...Z30)=0.59. At this time, the operation index Z of task pool A meets the standard of "moderate accumulation" of business, and the abnormal subcategories of business accumulation are simultaneously identified as "remittance within the system" and "payment settlement message", so the dual task pool scheduling plan is started.

[0098] 2. Develop a dual-task pool scheduling plan

[0099] At the same time, all indicators of task pool B are running normally. Combined with the "moderate accumulation" risk and related indicators identified in 1, and the abnormal business is "remittance within the system" and "payment settlement message" subcategories, the following scheduling plan is formulated comprehensively:

[0100] (1) In task pool B, the daily operations group includes 200 operators in the subcategories of "remittance within the system" and "payment settlement and messaging". After excluding those with non-zero current business in transit, there are 80 operators who meet the scheduling conditions.

[0101] (2) According to the real-time production data, the scheduling index F is 0.18. Since the business accumulation in task pool A is at the risk of "moderate accumulation", the risk coefficient X is MAX(Z1, Z2...Z30) / AVERAGE(Z1, Z2...Z30)=0.42 / 0.30=1.4;

[0102] (3) From this, the number of people to be dispatched can be calculated as:

[0103] The total number of people in the dispatching group × dispatching index F × risk coefficient X = 80 × 0.18 × 1.4 = 20 people.

[0104] 3. Execute dual task pool scheduling

[0105] Dual task pool scheduling whitelist management rule control module:

[0106] ① Set the parameters of dispatcher 1, set rule 1-operator number to 000862519, rule 2-task pool to ** center A pool, set rule 3-business operation type to centralized supplementary recording, and set rule 4-start and stop flag to enable;

[0107] ② Set the parameters of dispatcher 2, set rule 1-operator number to 000806021, rule 2-task pool to ** center A pool, set rule 3-business operation type to centralized review, and set rule 4-start and stop flag to enabled.

[0108] …

[0109] Dual-task pool monitoring business variety rule control module:

[0110] ① Set business subcategory rule 1-business subcategory to remittance within the system, and set business subcategory rule 2-start / stop flag to enable;

[0111] ② Set business subcategory rule 1-business subcategory to payment and clearing message, and set business subcategory rule 2-start and stop flag to enable.

[0112] 4. Dual-task pool dispatcher business processing:

[0113] After executing the above scheduling, according to the relevant settings in the dual-task pool scheduling whitelist management rule control module, the temporary operator identities of operators 1, 2, ..., 20 in the B task pool are activated and adjusted to the A task pool (the original B task pool and related system information are shielded). At the same time, according to the relevant settings in the dual-task pool scheduling whitelist management rule control module and the dual-task pool monitoring business variety rule control module, the temporary processing (supplementary recording, review) permissions of operators 1, 2, ..., 20 for the "intra-system remittance" and "payment clearing and messaging" business subcategories are activated (the original business processing permissions and related system information are shielded), so that when operators 1, 2, ..., 20 process the "intra-system remittance" and "payment clearing and messaging" businesses of the A task pool, the system can read and verify the operator identities and operating permissions normally, thereby assisting the A task pool to complete the processing of accumulated business.

[0114] 5. Dual task pool scheduling switchback:

[0115] As the business backlog continues to decrease, according to the monitoring of real-time production data, the corresponding measurement data is updated as follows: in the last hour, the operation index Z of task pool A is 0.35, and the scheduling index F is 0.10; at the same time, in the last 30 days, AVERAGE(Z1, Z2...Z30)=0.30, MAX(Z1, Z2...Z30)=0.42, [MAX(Z1, Z2...Z30)] 2 / AVERAGE(Z1, Z2...Z30)=0.59. At this time, the operation index Z of task pool A meets the standard of "slight accumulation" of business, and the risk level decreases, and it lasts for more than 1 hour, so the original dual task pool scheduling is started.

[0116] According to the calculation of relevant indicators, the number of people scheduled under the original "moderate accumulation" risk is 20 (80×0.18×1.4), and the number of people to be scheduled under the current "slight accumulation" risk is 8 (80×0.10×1.0), so the number of people to be cut back is 12 (20-8). During the cutback period, the relevant controls involving operators 1, 2, ..., 12 in the dual-task pool scheduling whitelist management rule control module are disabled, and the B task pool system management and business processing and other related information corresponding to the above operators are restored in real time, and the A task pool system management and business processing and other related information temporarily assigned during the scheduling period are simultaneously blocked, so as to achieve the cutback of the scheduled personnel.

[0117] Subsequently, as the risk of business accumulation in task pool A further decreases from "slight accumulation" to "normal operation" and lasts for more than 1 hour, the remaining scheduled personnel (such as operators 13, 14, ..., 20) are switched back, and the process is as above. During the switching back, the relevant controls involving operators 13, 14, ..., 20 in the dual-task pool scheduling whitelist management rule control module are disabled, and the relevant information such as system management and business processing of task pool B corresponding to the above personnel are restored in real time, and the relevant information such as system management and business processing of task pool A temporarily assigned during the scheduling period is simultaneously blocked. At the same time, the relevant controls involving the "remittance within the system" and "payment settlement and transmission" business subcategories in the dual-task pool monitoring business variety rule control module are disabled, so as to achieve the full switching back of this dual-task pool scheduling.

[0118] In summary, compared with the prior art, the beneficial effect of the present invention is to establish a dual-task pool scheduling mechanism. When one of the dual-task pools has a continuous accumulation of business, the corresponding dual-task pool scheduling rules are quickly adjusted or activated to complete the rapid deployment of operators between different task pools, and achieve rapid recovery of business processing capabilities in abnormal areas, significantly reduce the production and operation risks under the intensive operation mode, and avoid negative impacts on the reputation of related financial institutions due to extreme system reasons. At the same time, dual-task pool scheduling does not involve changes in core information such as the region and institution to which the operators belong, and also avoids derivative problems caused by frequent changes in the core information of the system, thereby improving the overall robustness of the system operation of the financial industry under the intensive operation mode.

[0119] Based on the same inventive concept, an embodiment of the present invention further provides an abnormal business processing device. Since the principle of solving the problem by the device is similar to that of the abnormal business processing method, the implementation of the device can refer to the implementation of the method, and the repeated parts will not be repeated.

[0120] Figure 7 is a structural block diagram of an abnormal service processing device in an embodiment of the present invention. Figure 7 As shown, the abnormal business processing device includes:

[0121] A business operation index module is used to determine business operation indexes based on business accumulation data and operator accumulation data;

[0122] A business accumulation state data module, used to determine business accumulation state data according to the comparison result between the business operation index and the accumulation threshold;

[0123] A dispatching personnel quantity module is used to determine the number of dispatching personnel according to the business accumulation status data, the total number of dispatching groups and the dispatching index;

[0124] The scheduling module is used to determine the scheduling personnel according to the number of the scheduling personnel and the work efficiency of the scheduling group personnel, and schedule the scheduling personnel from the original business pool to the accumulation task pool corresponding to the business accumulation data.

[0125] In one embodiment, it further includes:

[0126] The accumulation threshold module is used to determine the accumulation threshold according to the average value of the historical operation index and the maximum value of the historical operation index.

[0127] In one embodiment, the module for scheduling the number of personnel includes:

[0128] A risk coefficient unit, used to determine the risk coefficient according to the business accumulation status data;

[0129] The dispatcher quantity unit is used to determine the number of dispatchers based on the risk factor, the total number of dispatchers in the dispatch group and the dispatch indicators.

[0130] In one embodiment, the risk coefficient unit is specifically used for:

[0131] The risk factor is determined based on the business accumulation status data, the average value of the historical operation indicators, and the maximum value of the historical operation indicators.

[0132] In one embodiment, it further includes:

[0133] The operator module is used to obtain the abnormal business type and determine the operator corresponding to the abnormal business type;

[0134] The total number of dispatching group members module is used to determine the total number of dispatching group members based on the business status of the operators.

[0135] In one embodiment, it further includes:

[0136] A classification accumulation ratio module is used to determine the classification accumulation ratio according to the number of abnormal business types and the total number of business types;

[0137] The accumulation timeout ratio module is used to determine the accumulation timeout ratio based on the timeout time of abnormal business and the operation time;

[0138] The scheduling indicator module is used to determine the scheduling indicator according to the classification accumulation ratio and the accumulation timeout ratio.

[0139] In one embodiment, it further includes:

[0140] A real-time scheduling status module, used to obtain real-time service accumulation status data, and determine the real-time scheduling status according to the duration of the real-time service accumulation status data and the comparison result between the real-time service accumulation status data and the service accumulation status data;

[0141] A real-time dispatching personnel quantity module is used to determine the number of real-time dispatching personnel according to the real-time dispatching status, real-time business accumulation status data, the total number of dispatching groups and real-time dispatching indicators;

[0142] The switchback personnel quantity module is used to determine the switchback personnel quantity based on the real-time dispatched personnel quantity and the dispatched personnel quantity;

[0143] The switchback module is used to determine the switchback personnel according to the number of switchback personnel and the work efficiency of the dispatching personnel, and switch the switchback personnel from the accumulated task pool back to the corresponding original business pool.

[0144] In summary, the abnormal business processing device of the embodiment of the present invention first determines the business operation index according to the business accumulation data and the operator accumulation data, and then determines the business accumulation status data according to the comparison result of the business operation index and the accumulation threshold value to determine the number of dispatching personnel according to the business accumulation status data, the total number of dispatching group members and the dispatching index, and finally determines the dispatching personnel according to the number of dispatching personnel and the work efficiency of the dispatching group members, and dispatches the dispatching personnel from the original business pool to the accumulation task pool corresponding to the business accumulation data. The operating personnel can be quickly deployed from the normal task pool to the abnormal task pool, which reduces the pressure of business accumulation in the abnormal task pool, greatly reduces the processing time and cost of accumulated business, and greatly improves the business processing efficiency.

[0145] The embodiment of the present invention also provides a specific implementation of a computer device capable of implementing all the steps in the abnormal service processing method in the above embodiment. Figure 8 is a block diagram of a computer device in an embodiment of the present invention, see Figure 8 , the computer equipment specifically includes the following contents:

[0146] Processor (processor) 801 and memory (memory) 802.

[0147] The processor 801 is used to call the computer program in the memory 802. When the processor executes the computer program, all steps in the abnormal service processing method in the above embodiment are implemented. For example, when the processor executes the computer program, the following steps are implemented:

[0148] Determine business operation indicators based on business accumulation data and operator accumulation data;

[0149] Determine the business accumulation status data according to the comparison result between the business operation index and the accumulation threshold;

[0150] Determine the number of dispatchers based on the business accumulation status data, the total number of dispatchers and dispatch indicators;

[0151] The dispatchers are determined according to the number of dispatchers and the work efficiency of the dispatching group members, and the dispatchers are dispatched from the original business pool to the accumulation task pool corresponding to the business accumulation data.

[0152] In summary, the computer device of the embodiment of the present invention first determines the business operation index according to the business accumulation data and the operator accumulation data, and then determines the business accumulation status data according to the comparison result of the business operation index and the accumulation threshold value to determine the number of dispatching personnel according to the business accumulation status data, the total number of dispatching group members and the dispatching index, and finally determines the dispatching personnel according to the number of dispatching personnel and the work efficiency of the dispatching group members, and dispatches the dispatching personnel from the original business pool to the accumulation task pool corresponding to the business accumulation data. The operator can be quickly deployed from the normal task pool to the abnormal task pool, which reduces the pressure of business accumulation in the abnormal task pool, greatly reduces the processing time and cost of accumulated business, and greatly improves the business processing efficiency.

[0153] The embodiment of the present invention also provides a computer-readable storage medium capable of implementing all the steps in the abnormal service processing method in the above embodiment. The computer-readable storage medium stores a computer program. When the computer program is executed by a processor, all the steps of the abnormal service processing method in the above embodiment are implemented. For example, when the processor executes the computer program, the following steps are implemented:

[0154] Determine business operation indicators based on business accumulation data and operator accumulation data;

[0155] Determine the service accumulation status data according to the comparison result between the service operation index and the accumulation threshold;

[0156] Determine the number of dispatchers based on the business accumulation status data, the total number of dispatchers and dispatch indicators;

[0157] The dispatchers are determined according to the number of dispatchers and the work efficiency of the dispatching group members, and the dispatchers are dispatched from the original business pool to the accumulation task pool corresponding to the business accumulation data.

[0158] In summary, the computer-readable storage medium of the embodiment of the present invention first determines the business operation index according to the business accumulation data and the operator accumulation data, and then determines the business accumulation status data according to the comparison result of the business operation index and the accumulation threshold value to determine the number of dispatching personnel according to the business accumulation status data, the total number of dispatching group members and the dispatching index, and finally determines the dispatching personnel according to the number of dispatching personnel and the work efficiency of the dispatching group members, and dispatches the dispatching personnel from the original business pool to the accumulation task pool corresponding to the business accumulation data. The operator can be quickly deployed from the normal task pool to the abnormal task pool, which reduces the pressure of business accumulation in the abnormal task pool, greatly reduces the processing time and cost of accumulated business, and greatly improves the business processing efficiency.

[0159] The specific embodiments described above further illustrate the objectives, technical solutions and beneficial effects of the present invention in detail. It should be understood that the above description is only a specific embodiment of the present invention and is not intended to limit the scope of protection of the present invention. Any modifications, equivalent substitutions, improvements, etc. made within the spirit and principles of the present invention should be included in the scope of protection of the present invention.

[0160] Those skilled in the art may also understand that the various illustrative logical blocks, units, and steps listed in the embodiments of the present invention may be implemented by electronic hardware, computer software, or a combination of the two. In order to clearly demonstrate the interchangeability of hardware and software, the various illustrative components, units, and steps described above have generally described their functions. Whether such functions are implemented by hardware or software depends on the specific application and the design requirements of the entire system. Those skilled in the art may use various methods to implement the described functions for each specific application, but such implementation should not be understood as exceeding the scope of protection of the embodiments of the present invention.

[0161] The various illustrative logic blocks, or units, or devices described in the embodiments of the present invention can be implemented or operated by a general-purpose processor, a digital signal processor, an application-specific integrated circuit (ASIC), a field programmable gate array or other programmable logic device, a discrete gate or transistor logic, a discrete hardware component, or any combination of the above. The general-purpose processor can be a microprocessor, and optionally, the general-purpose processor can also be any conventional processor, controller, microcontroller or state machine. The processor can also be implemented by a combination of computing devices, such as a digital signal processor and a microprocessor, a plurality of microprocessors, one or more microprocessors combined with a digital signal processor core, or any other similar configuration.

[0162] The steps of the method or algorithm described in the embodiments of the present invention can be directly embedded in hardware, a software module executed by a processor, or a combination of the two. The software module can be stored in a RAM memory, a flash memory, a ROM memory, an EPROM memory, an EEPROM memory, a register, a hard disk, a removable disk, a CD-ROM, or other storage media of any form in the art. Exemplarily, the storage medium can be connected to the processor so that the processor can read information from the storage medium and can write information to the storage medium. Optionally, the storage medium can also be integrated into the processor. The processor and the storage medium can be arranged in an ASIC, and the ASIC can be arranged in a user terminal. Optionally, the processor and the storage medium can also be arranged in different components in the user terminal.

[0163] In one or more exemplary designs, the above functions described in the embodiments of the present invention can be implemented in hardware, software, firmware or any combination of the three. If implemented in software, these functions can be stored on a computer-readable medium, or transmitted in the form of one or more instructions or codes on a computer-readable medium. Computer-readable media include computer storage media and communication media that facilitate the transfer of computer programs from one place to another. The storage medium can be any available medium that can be accessed by any general or special computer. For example, such computer-readable media can include but are not limited to RAM, ROM, EEPROM, CD-ROM or other optical disk storage, disk storage or other magnetic storage devices, or any other medium that can be used to carry or store program codes in the form of instructions or data structures and other forms that can be read by general or special computers, or general or special processors. In addition, any connection can be appropriately defined as a computer-readable medium, for example, if the software is transmitted from a website site, server or other remote resource through a coaxial cable, fiber optic cable, twisted pair, digital subscriber line (DSL) or wirelessly, such as infrared, wireless and microwave, it is also included in the defined computer-readable medium. The disk and disc include compact disk, laser disk, optical disk, DVD, floppy disk and blue-ray disk. Disks usually copy data magnetically, while discs usually copy data optically with lasers. The above combination can also be included in computer readable media.

Claims

1. A method for handling abnormal business, characterized in that: include: Determine the business operation index according to the business accumulation data and the operator accumulation data, wherein the business operation index is the sum of the business accumulation data and the operator accumulation data, the business accumulation data is the ratio of the business accumulation volume to the total business volume, the operator accumulation data is the ratio of the average business accumulation volume to the average business processing volume, and the business accumulation volume is the number of businesses that are not completed within 1 hour by a single task pool or a single operator within a time limit; Determining the service accumulation state data according to a comparison result between the service operation indicator and an accumulation threshold, wherein the accumulation threshold is determined according to an average value of the historical operation indicator and a maximum value of the historical operation indicator; Determine the number of dispatchers according to the business accumulation status data, the total number of dispatchers and the dispatch index; Determine the dispatcher according to the number of dispatchers and the work efficiency of the dispatcher group, and dispatch the dispatcher from the original business pool to the accumulation task pool corresponding to the business accumulation data; The step of determining the number of dispatching personnel according to the business accumulation status data, the total number of dispatching personnel and the dispatching index includes: Determine the risk factor based on the business accumulation status data; Determine the number of dispatchers based on the risk factor, the total number of dispatchers and dispatch indicators; The process of determining the scheduling index includes: Determine the classification accumulation ratio based on the number of abnormal business types and the total number of business types; Determine the proportion of accumulated timeouts based on the timeout time of abnormal business and the time taken to complete the operation; The scheduling index is determined according to the classification accumulation ratio and the accumulation timeout ratio.

2. The abnormal business processing method according to claim 1, characterized in that: Determining the risk factor according to the business accumulation status data includes: The risk coefficient is determined according to the business accumulation status data, an average value of the historical operation index, and a maximum value of the historical operation index.

3. The abnormal business processing method according to claim 1, characterized in that: Also includes: Obtain the abnormal business type and determine the operator corresponding to the abnormal business type; The total number of persons in the dispatching group is determined according to the business status of the operating personnel.

4. The abnormal business processing method according to claim 1, characterized in that: Also includes: Acquire real-time service accumulation state data, and determine the real-time scheduling state according to the duration of the real-time service accumulation state data and the comparison result between the real-time service accumulation state data and the service accumulation state data; Determine the number of real-time dispatching personnel according to the real-time dispatching status, the real-time business accumulation status data, the total number of dispatching group members and the real-time dispatching index; Determine the number of personnel to be switched back according to the number of real-time dispatched personnel and the number of dispatched personnel; The switching personnel are determined according to the number of the switching personnel and the work efficiency of the dispatching personnel, and the switching personnel are switched back from the accumulated task pool to the corresponding original business pool.

5. An abnormal business processing device, characterized in that: include: A business operation index module is used to determine the business operation index according to the business accumulation data and the operator accumulation data. The business operation index is the sum of the business accumulation data and the operator accumulation data. The business accumulation data is the ratio of the business accumulation amount to the total business volume. The operator accumulation data is the ratio of the average business accumulation amount to the average business processing amount. The business accumulation amount is the number of businesses that are not completed within 1 hour by a single task pool or a single operator in timeout; A service accumulation status data module, used to determine service accumulation status data according to a comparison result between the service operation index and an accumulation threshold, wherein the accumulation threshold is determined according to an average value of the historical operation index and a maximum value of the historical operation index; A dispatching personnel quantity module is used to determine the number of dispatching personnel according to the business accumulation status data, the total number of dispatching groups and the dispatching index; A scheduling module, used for determining a scheduling personnel according to the number of scheduling personnel and the operating efficiency of the scheduling group personnel, and scheduling the scheduling personnel from the original business pool to the accumulation task pool corresponding to the business accumulation data; The step of determining the number of dispatching personnel according to the business accumulation status data, the total number of dispatching personnel and the dispatching index includes: Determine the risk factor based on the business accumulation status data; Determine the number of dispatchers based on the risk factor, the total number of dispatchers and dispatch indicators; The process of determining the scheduling index includes: Determine the classification accumulation ratio based on the number of abnormal business types and the total number of business types; Determine the proportion of accumulated timeouts based on the timeout time of abnormal business and the time taken to complete the operation; The scheduling index is determined according to the classification accumulation ratio and the accumulation timeout ratio.

6. A computer device comprising a memory, a processor, and a computer program stored in the memory and running on the processor, characterized in that: When the processor executes the computer program, the steps of the abnormal business processing method according to any one of claims 1 to 4 are implemented.

7. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the steps of the abnormal business processing method according to any one of claims 1 to 4 are implemented.

8. A computer program product, characterized in that It comprises a computer program, which, when executed by a processor, implements the steps of the abnormal business processing method according to any one of claims 1 to 4.

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