Work order allocation method, device, apparatus and storage medium

Abstract

The application discloses a work order distribution method and device, equipment and a storage medium, relates to the technical field of data processing, and is used for improving the accuracy and efficiency of work order distribution. The method comprises the following steps: selecting N work order distribution rules from a plurality of pre-set work order distribution rules to form a target rule set, each work order distribution rule in the plurality of work order distribution rules corresponds to a priority, different work order distribution rules correspond to different priorities, and N is a positive integer; for a target to-be-done work order, at least one work order processing unit is selected from a plurality of work order processing units based on the target rule set, the work order processing unit is a work unit for processing the to-be-done work order; the target rule set is evaluated to obtain an evaluation parameter corresponding to the target rule set, and a target work order processing unit for processing the target to-be-done work order is determined from the at least one work order processing unit, and the evaluation parameter is used for indicating the accuracy of the target rule set in selecting the work order processing unit.

Description

Technical Field

[0001] This application relates to the field of communication technology, and in particular to a work order allocation method, apparatus, device and storage medium. Background Technology

[0002] Currently, work orders can be assigned manually or through a rule engine. Specifically, when assigned manually, the staff handling the work orders (such as complaints, suggestions, and inquiries) can receive them in the backend system, determine the responsible unit based on their experience, and then assign the work order to that unit. When assigned using a rule engine, logical calculations can be performed based on the relationships between work order assignment rules using AND and OR expressions to determine the responsible unit for each work order and then assign it to that unit.

[0003] In the methods described above, manual work order allocation relies heavily on the experience and proficiency of the staff handling the process, leading to low accuracy and high manpower consumption. While rule-based allocation uses AND and OR expressions to logically calculate relationships between allocation rules, this method can be challenging for staff to understand and configure the rules, increasing the likelihood of errors during allocation. Consequently, both accuracy and efficiency in work order allocation remain low. Summary of the Invention

[0004] This application provides a work order allocation method, apparatus, device, and storage medium to solve the problems of relying on human labor for manual work order allocation and the potential for errors in logical calculations using "AND" and "OR" expressions when using rule engines for work order allocation, thereby improving the accuracy and efficiency of work order allocation.

[0005] To achieve the above objectives, this application adopts the following technical solution:

[0006] Firstly, a work order allocation method is provided, comprising: selecting N work order allocation rules from a pre-set set of multiple work order allocation rules to form a target rule set, wherein each work order allocation rule in the set corresponds to a priority, and different work order allocation rules correspond to different priorities, and N is a positive integer; for a target pending work order, selecting at least one work order processing unit from multiple work order processing units based on the target rule set, wherein the work order processing unit is the work unit that processes the pending work order; evaluating the target rule set to obtain evaluation parameters corresponding to the target rule set, and determining the target work order processing unit for processing the target pending work order from the at least one work order processing unit, wherein the evaluation parameters are used to indicate the accuracy of the target rule set in selecting work order processing units.

[0007] In one possible implementation, the target pending work order includes the following information: work order area, work order business type; N work order allocation rules are selected from multiple pre-set work order allocation rules to form a target rule set, including: based on the multiple information included in the target pending work order, N work order allocation rules are selected from multiple pre-set work order allocation rules to form a target rule set, where one piece of information in the multiple information corresponds to one work order allocation rule in the N work order allocation rules.

[0008] In one possible implementation, for a target pending work order, at least one work order processing unit is selected from multiple work order processing units based on a target rule set. This includes: determining the order of the N work order allocation rules based on the priority of each work order allocation rule in the target rule set; for the target pending work order, based on the order of the N work order allocation rules in the target rule set, selecting M work order processing units from multiple work order processing units according to the i-th work order allocation rule in the N work order allocation rules to obtain the i-th list, where i is a positive integer less than or equal to N and M is a positive integer; selecting P work order processing units from the M work order processing units included in the i-th list according to the (i+1)-th work order allocation rule in the N work order allocation rules to obtain the (i+1)-th list; when i+1 equals N, the P work order processing units are at least one work order processing unit, where P is a positive integer less than or equal to M.

[0009] In one possible implementation, the method further includes: adding the target rule set to a rule set list based on the evaluation parameters corresponding to the target rule set, wherein the rule set list includes multiple rule sets, and each rule set in the multiple rule sets corresponds to an evaluation parameter; and sorting the multiple rule sets based on the evaluation parameters corresponding to each rule set in the multiple rule sets included in the rule set list.

[0010] Secondly, a work order allocation device is provided, comprising: a processing unit and a determining unit; the processing unit is configured to select N work order allocation rules from a plurality of pre-set work order allocation rules to form a target rule set, each of the plurality of work order allocation rules corresponding to a priority, different work order allocation rules corresponding to different priorities, and N being a positive integer; the processing unit is further configured to, for a target pending work order, filter at least one work order processing unit from a plurality of work order processing units based on the target rule set, the work order processing unit being the work unit that processes the pending work order; the processing unit is further configured to evaluate the target rule set to obtain evaluation parameters corresponding to the target rule set, the evaluation parameters being used to indicate the accuracy of the target rule set in filtering work order processing units; the determining unit is configured to determine the target work order processing unit for processing the target pending work order from the at least one work order processing unit.

[0011] In one possible implementation, the target pending work order includes the following information: work order area, work order business type; the processing unit is also used to select N work order allocation rules from a set of pre-set work order allocation rules based on the multiple information included in the target pending work order to form a target rule set, where one piece of information in the multiple information corresponds to one work order allocation rule in the N work order allocation rules.

[0012] In one possible implementation, the determining unit is further configured to determine the order of the N work order allocation rules based on the priority of each work order allocation rule in the target rule set; the processing unit is further configured to, for the target pending work order, according to the order of the N work order allocation rules in the target rule set, select M work order processing units from multiple work order processing units to obtain the i-th list based on the i-th work order allocation rule in the N work order allocation rules, where i is a positive integer less than or equal to N and M is a positive integer; the processing unit is further configured to, based on the (i+1)-th work order allocation rule in the N work order allocation rules, select P work order processing units from the M work order processing units included in the i-th list to obtain the (i+1)-th list; when i+1 equals N, the P work order processing units are at least one work order processing unit, where P is a positive integer less than or equal to M.

[0013] In one possible implementation, the processing unit is further configured to add the target rule set to a rule set list based on the evaluation parameters corresponding to the target rule set. The rule set list includes multiple rule sets, and each rule set in the multiple rule sets corresponds to an evaluation parameter. The processing unit is further configured to sort the multiple rule sets based on the evaluation parameters corresponding to each rule set in the multiple rule sets included in the rule set list.

[0014] Thirdly, an electronic device includes: a processor and a memory; wherein the memory is used to store one or more programs, the one or more programs including computer-executable instructions, and when the electronic device is running, the processor executes the computer-executable instructions stored in the memory to cause the electronic device to perform a work order allocation method as described in the first aspect.

[0015] Fourthly, a computer-readable storage medium is provided for storing one or more programs, the one or more programs including instructions that, when executed by a computer, cause the computer to perform a work order assignment method as described in the first aspect.

[0016] This application provides a work order allocation method, apparatus, device, and storage medium, applied to scenarios involving work order allocation. When work orders need to be allocated, N work order allocation rules can be selected from multiple pre-set work order allocation rules, each corresponding to a priority level, to form a target rule set. Further, for a target pending work order, at least one work order processing unit is selected from multiple work order processing units based on the target rule set. Then, the target rule set is evaluated to obtain evaluation parameters corresponding to the target rule set, indicating the accuracy of the target rule set in selecting work order processing units, and a target work order processing unit for processing the target pending work order is determined from the at least one work order processing unit. Through the above method, when work orders need to be allocated, N work order allocation rules can be selected from multiple pre-set work order allocation rules to form a target rule set, and then at least one work order processing unit corresponding to the target pending work order is selected from multiple work order processing units based on the target rule set, thereby determining the target work order processing unit for processing the target pending work order from the at least one work order processing unit. This solves the problems of manual work order allocation relying on manpower and the error-prone nature of logical calculations using "AND" and "OR" expressions in rule-based work order allocation. Consequently, it improves the accuracy and efficiency of work order allocation. Attached Figure Description

[0017] Figure 1 A schematic diagram of the structure of a work order allocation system provided for an embodiment of this application;

[0018] Figure 2 A schematic diagram of another work order allocation system provided for an embodiment of this application;

[0019] Figure 3 A schematic diagram of the structure of a work order allocation rule set calculation module provided for an embodiment of this application;

[0020] Figure 4 A flowchart illustrating a work order allocation method provided for embodiments of this application. Figure 1 ;

[0021] Figure 5 A schematic diagram of a pending work order details interface provided for an embodiment of this application;

[0022] Figure 6 A flowchart illustrating a work order allocation method provided for embodiments of this application. Figure 2 ;

[0023] Figure 7 A flowchart illustrating a work order allocation method provided for embodiments of this application. Figure 3 ;

[0024] Figure 8 A flowchart illustrating a work order allocation method provided for embodiments of this application. Figure 4 ;

[0025] Figure 9 A schematic diagram of a work order allocation rule set list provided for an embodiment of this application;

[0026] Figure 10 A schematic diagram of the structure of a work order allocation device provided for an embodiment of this application;

[0027] Figure 11 This is a schematic diagram of an electronic device structure provided for an embodiment of this application. Detailed Implementation

[0028] The technical solutions in the embodiments of this application will now be described with reference to the accompanying drawings.

[0029] In the description of this application, unless otherwise stated, " / " means "or". For example, A / B can mean A or B. "And / or" in this document is merely a description of the relationship between related objects, indicating that three relationships can exist. For example, A and / or B can represent: A alone, A and B simultaneously, and B alone. Furthermore, "at least one" and "multiple" refer to two or more. The terms "first," "second," etc., do not limit the quantity or order of execution, and "first," "second," etc., do not necessarily imply differences.

[0030] Currently, staff handling work orders receive numerous complaints, reports, suggestions, and inquiries from citizens regarding traffic issues daily in the backend system. To respond promptly to citizens' needs, staff can quickly determine the responsible unit for each work order based on their experience and promptly assign the work order to that unit. Some systems also utilize rule engines to implement methods for filtering the responsible unit for work orders. A rule engine is a software system that executes a set of business rules in a production environment. Rule engines use a rule language that conforms to a specific syntax to define rules, typically separating rules from application code. A rule engine can receive data input, interpret business rules, and make corresponding decisions based on those rules. Rule engines conform to industry standards and are fast and efficient. Business analysts or auditors can use them to easily view business rules, thereby verifying whether the rule engine has executed the required business rules.

[0031] In the methods described above, manual work order allocation results in a massive workload for work order handlers due to the large number of work orders. Furthermore, relying on the experience of work order handlers for allocation leads to inconsistent accuracy, as the accuracy depends heavily on their proficiency in the allocation process. When using a rule engine for work order allocation, the use of AND and OR expressions to perform logical calculations on the relationships between allocation rules presents challenges for work order handlers, making it difficult to understand and configure these rules and increasing the likelihood of errors during allocation.

[0032] This application provides a work order allocation method. When work orders need to be allocated, N work order allocation rules can be selected from multiple pre-set work order allocation rules, each with a priority, to form a target rule set. Further, for a target pending work order, at least one work order processing unit is selected from multiple work order processing units based on the target rule set. Then, the target rule set is evaluated to obtain evaluation parameters that indicate the accuracy of the target rule set in selecting work order processing units, and the target work order processing unit for processing the target pending work order is determined from the at least one work order processing unit. Through this method, when work orders need to be allocated, N work order allocation rules can be selected from multiple pre-set work order allocation rules to form a target rule set, and then at least one work order processing unit corresponding to the target pending work order is selected from multiple work order processing units based on the target rule set, thus determining the target work order processing unit for processing the target pending work order from the at least one work order processing unit. This solves the problems of manual work order allocation relying on manpower and the error-prone nature of logical calculations using "AND" and "OR" expressions in rule-based work order allocation. Consequently, it improves the accuracy and efficiency of work order allocation.

[0033] The work order allocation method provided in this application embodiment can be applied to a work order allocation system. Figure 1 A schematic diagram of the work order allocation system is shown. Figure 1 As shown, the work order allocation system 20 includes a server 21 and a terminal device 22. The server 21 is used to pre-set multiple work order allocation rules through the terminal device 22, send the pre-set multiple work order allocation rules to the terminal device 22, select at least one work order processing unit from multiple work order processing units based on the target rule set for a target pending work order, and send at least one work order processing unit to the terminal device 22. The terminal device 22 is used to select N work order allocation rules from the pre-set multiple work order allocation rules to form a target rule set, send the target rule set to the server 21, receive the target pending work order and multiple work order processing units, send the target pending work order and multiple work order processing units to the server 21, and have the work order handler evaluate the target rule set to obtain the corresponding evaluation parameters and determine the target work order processing unit from the at least one work order processing unit to process the target pending work order, thus realizing the allocation of work orders through the server 21 and the terminal device 22.

[0034] Figure 2 A schematic diagram of a work order allocation system is shown. Figure 2As shown, the work order allocation system 30 includes: work order receiving personnel 31, work order circulation system 32, work order allocation rule set calculation module 33, and work order allocation rule set configuration module 34. The work order processing personnel 31 accesses target pending work orders through the work order workflow system 32 and selects N work order allocation rules from a pre-set set of multiple work order allocation rules through the work order allocation rule set configuration module 34 to form a target rule set. (Specifically, the work order processing personnel 31 enters the work order allocation rule set configuration module 34, which displays a list of all work order allocation rule sets configured by the work order processing personnel. The list of work order allocation rule sets displays fields including the work order allocation rule set name, creator, and evaluation score.) The work order allocation rule set configuration module 34 provides the work order processing personnel 31 with the functions of adding, modifying, and deleting work order allocation rule sets. For example, the work order processing personnel 31 can click "Add Work Order Allocation Rule Set," which will take them to the configuration interface of the work order allocation rule set. The configuration interface includes multiple work order rules and the priority of each work order rule. After staff member 31 completes the editing of the work order allocation rule set, clicking "Save" will return to the list page of work order allocation rule sets and generate a new work order allocation rule set. Simultaneously, on the work order allocation rule set list page, staff member 31 can select a specific work order allocation rule set and mark it as the currently used rule set. The work order workflow system 32 evaluates the target rule set (specifically, after the pending work order details page is loaded, the work order handler 31 can see the filtered list of work order processing units through the pending work order details page of the work order workflow system 32; the handler can score the work order allocation rule set used in this calculation based on whether the work order processing unit list is accurate). The work order workflow system 32 also determines the target work order processing unit from at least one work order processing unit to handle the target pending work order (i.e., work order allocation is performed with reference to the work order processing unit list).

[0035] The work order workflow system 32 is used to receive target pending work orders and send them to the work order allocation rule set calculation module 33; to send multiple work order processing units to the work order allocation rule set calculation module 33 (specifically, after the work order acceptor 31 opens the pending work order details interface of the work order workflow system 32, the work order workflow system 32 will obtain all work order processing units and multiple pieces of information about the target pending work order, and send all work order processing units and multiple pieces of information about the target pending work order to the work order allocation rule set calculation module 33); and to receive at least one work order processing unit returned by the work order allocation rule set calculation module 33; the work order allocation rule set calculation module 33... The module is used to read the target rule set from the work order allocation rule set configuration module 34, select at least one work order processing unit from multiple work order processing units sent by the work order circulation system 32 based on the target rule set, and return at least one work order processing unit to the work order circulation system 32 (the work order allocation rule set calculation module 33 can calculate the work order allocation rules in the target rule set according to the priority of each work order allocation rule in the target rule set, and display the calculated results on the work order details interface of the work order circulation system 32); the work order allocation rule set configuration module 34 is used to save the target rule set.

[0036] Figure 3 A schematic diagram of a work order allocation rule set calculation module is shown. The work order allocation rule set calculation module 33 includes a first responsibility filter 331, a second responsibility filter 332, and an Nth responsibility filter (N is a positive integer greater than 2) 333. Specifically, the first responsibility filter 331 receives multiple pieces of information and all work order processing units (i.e., multiple work order processing units) included in the target pending work order, and based on the multiple pieces of information included in the target pending work order and the first work order allocation rule among the N work order allocation rules, it selects M work order processing units from the total number of work order processing units to obtain the first list, and sends the first list to the second responsibility filter 332; the second responsibility filter 332 is used to select P work order processing units from the M work order processing units included in the first list based on the multiple pieces of information included in the target pending work order and the second work order allocation rule among the N work order allocation rules to obtain the second list; the Nth responsibility filter 333 is used to select at least one work order processing unit based on the multiple pieces of information included in the target pending work order and the work order processing units included in the Nth list.

[0037] The following description, in conjunction with the accompanying drawings, describes a work order allocation method provided by an embodiment of this application. For example... Figure 4 As shown, an embodiment of this application provides a work order allocation method applied to electronic devices, the method including S201-S203:

[0038] S201. Select N work order allocation rules from the pre-set multiple work order allocation rules to form the target rule set.

[0039] Among them, each work order allocation rule in the multiple work order allocation rules corresponds to a priority. Different work order allocation rules correspond to different priorities, and N is a positive integer.

[0040] It is understandable that electronic devices can select N work order allocation rules from a set of pre-set work order allocation rules to form a target rule set based on the multiple pieces of information included in the target work order.

[0041] Optionally, a work order allocation rule set (i.e., a target rule set) can be added in the work order allocation rule set configuration module. This work order allocation rule set can contain N work order allocation rules. These N work order allocation rules are configured according to the definition on the pending work order details interface of the work order workflow system, and a priority is set for each of these N work order allocation rules. Furthermore, the work order allocation rule set is saved and set as the currently used work order allocation rule set.

[0042] For example, the target rule set can be a work order allocation rule set R1. Work order allocation rule set R1 can contain two work order allocation rules, namely work order allocation rule one and work order allocation rule two. The priority of work order allocation rule one can be set to 1, and the priority of work order allocation rule two can be set to 2. Then, work order allocation rule set R1 is saved and set as the currently used work order allocation rule set.

[0043] S202. For the target pending work order, select at least one work order processing unit from multiple work order processing units based on the target rule set.

[0044] Among them, the work order processing unit is the work unit that processes pending work orders.

[0045] It is understandable that electronic devices can determine the order of the N work order allocation rules based on the priority of each work order allocation rule in the target rule set, and then, for the target pending work order, select at least one work order processing unit from multiple work order processing units based on the order of the N work order allocation rules in the target rule set.

[0046] Optionally, the work order allocation rule calculation module can adopt a chain-of-responsibility approach. Specifically, it can input the N work order allocation rules (i.e., the target rule set) into a filter chain (where the filter chain includes multiple filters, each corresponding to a work order allocation rule) according to the priority of each of the N work order allocation rules. Then, it can filter out the work order processing units that meet the requirements based on the scheduling rules (i.e., work order allocation rules) in each filter of the filter chain. When a new work order allocation rule needs to be added to the work order allocation rule set, it can be directly inserted into the filter chain, thereby facilitating the optimization of the filtering rules.

[0047] It's important to note that the Chain of Responsibility pattern is a design pattern. In this pattern, multiple objects are linked together in a chain, with each object referencing its successor. Requests are passed along this chain until an object decides to handle them. The client issuing the request doesn't know which object in the chain will ultimately handle it, allowing the system to dynamically reorganize and reassign responsibilities without impacting the client.

[0048] S203. Evaluate the target rule set, obtain the evaluation parameters corresponding to the target rule set, and determine the target work order processing unit from at least one work order processing unit to process the target pending work order.

[0049] The evaluation parameters are used to indicate the accuracy of the target rule set in selecting work order processing units.

[0050] It is understandable that electronic devices can evaluate the target rule set based on at least one work order processing unit selected from multiple work order processing units, obtain the evaluation parameters corresponding to the target rule set, and determine the target work order processing unit for processing the target pending work order from at least one work order processing unit.

[0051] Optionally, at least one work order processing unit selected from multiple work order processing units can be displayed on the pending work order details interface for reference by work order handlers. Work order handlers can score the recommended results and refer to the selected at least one work order processing unit when assigning work orders (i.e., determining the target work order processing unit from at least one work order processing unit to process the target pending work order). Based on the Activiti workflow engine, the work order workflow system can provide the function of one order being assigned to multiple work order processing units. Specifically, work order handlers can assign a pending work order to multiple work order processing units to form multiple sub-work orders (each sub-work order corresponds to one work order processing unit), and set independent processing deadlines for each sub-work order.

[0052] For example, such as Figure 5The image shows a schematic diagram of a pending work order details interface. Work order handlers can assign pending work orders to Unit 1, Unit 2, and Unit 3, and can rate the recommendations as 1, 2, 3, 4, or 5 points.

[0053] This application provides a work order allocation method. When work orders need to be allocated, N work order allocation rules can be selected from multiple pre-set work order allocation rules, each with a priority, to form a target rule set. Further, for a target pending work order, at least one work order processing unit is selected from multiple work order processing units based on the target rule set. Then, the target rule set is evaluated to obtain evaluation parameters that indicate the accuracy of the target rule set in selecting work order processing units, and the target work order processing unit for processing the target pending work order is determined from the at least one work order processing unit. Through this method, when work orders need to be allocated, N work order allocation rules can be selected from multiple pre-set work order allocation rules to form a target rule set, and then at least one work order processing unit corresponding to the target pending work order is selected from multiple work order processing units based on the target rule set, thus determining the target work order processing unit for processing the target pending work order from the at least one work order processing unit. This solves the problems of manual work order allocation relying on manpower and the error-prone nature of logical calculations using "AND" and "OR" expressions in rule-based work order allocation. Consequently, it improves the accuracy and efficiency of work order allocation.

[0054] In a design, such as Figure 6 As shown in the embodiment of this application, a work order allocation method is provided. The target pending work order includes the following information: work order area, work order business type, and the method in step S201 above specifically includes S301:

[0055] S301. Based on the multiple pieces of information included in the target pending work order, select N work order allocation rules from the multiple pre-set work order allocation rules to form a target rule set.

[0056] Among these multiple pieces of information, one piece of information corresponds to one of the N work order allocation rules.

[0057] It is understandable that, based on the multiple pieces of information included in the target pending work order, N work order allocation rules can be selected from multiple pre-set work order allocation rules to form a target rule set.

[0058] Optionally, the work order processing personnel can select from a set of pre-defined work order allocation rules, based on the "Work Order Region" and "Work Order Business Type" fields included in the target pending work order, Work Order Allocation Rule 1 corresponding to the "Work Order Region" and Work Order Allocation Rule 2 corresponding to the "Work Order Business Type". Work Order Allocation Rule 1 and Work Order Allocation Rule 2 can then constitute the target rule set. Based on Work Order Allocation Rule 1, if the name of the work order processing unit contains the string "Work Order Region", that work order processing unit can be filtered out; based on Work Order Allocation Rule 2, if the business category of the work order processing unit contains the string "Work Order Business Type", that work order processing unit can be filtered out.

[0059] For example, if the work order region of the target pending work order is "Nanshan", then work order processing units containing "Nanshan" can be filtered out, such as "Nanshan Administration Bureau"; if the work order business type of the target pending work order is "road passenger transport", then work order processing units whose business categories include "road passenger transport" can be filtered out.

[0060] In a design, such as Figure 7 As shown, the work order allocation method provided in this application embodiment, in step S202 above, specifically includes S401-S403:

[0061] S401. Based on the priority of each of the N work order allocation rules included in the target rule set, determine the order of the N work order allocation rules.

[0062] It is understandable that the order of the N work order allocation rules can be determined based on the priority of each work order allocation rule in the target rule set.

[0063] S402. For the target pending work order, according to the order of the N work order allocation rules included in the target rule set, based on the i-th work order allocation rule in the N work order allocation rules, select M work order processing units from multiple work order processing units to obtain the i-th list.

[0064] Where i is a positive integer less than or equal to N, and M is a positive integer.

[0065] It is understandable that, for a target pending work order, based on the order of the N work order allocation rules included in the target rule set, and based on the i-th work order allocation rule among the N work order allocation rules, M work order processing units can be selected from multiple work order processing units to obtain the i-th list.

[0066] For example, if N is 2 and i is 1. After configuring the work order allocation rule set R1, when the work order handler opens the pending work order details interface of the work order workflow system, the work order workflow system can send the acquired full set of work order processing units and multiple information of the target pending work order to the work order allocation rule calculation module, and pass the configured work order allocation rule set R1 to the work order allocation rule calculation module. The work order allocation rule calculation module can input the full set of work order processing units and multiple information of the target pending work order into the first chain of responsibility filter. The first chain of responsibility filter can output the filtered work order processing unit list U1 (i.e., the first list) according to the rules of work order allocation rule one (i.e., the first work order allocation rule in the two work order allocation rules), and input the filtered work order processing unit list U1 into the second chain of responsibility filter.

[0067] It should be noted that the number of M work order processing units selected according to different work order allocation rules is different, that is, the value of M is different.

[0068] S403. Based on the (i+1)th work order allocation rule among the N work order allocation rules, select P work order processing units from the M work order processing units included in the i-th list to obtain the (i+1)th list.

[0069] Where i+1 equals N, P work order processing units are at least one work order processing unit, and P is a positive integer less than or equal to M.

[0070] It is understandable that, based on the (i+1)th work order allocation rule among the N work order allocation rules, P work order processing units can be selected from the M work order processing units included in the i-th list to obtain the (i+1)th list.

[0071] For example, if N is 2 and i is 1, the second chain of responsibility filter outputs the filtered list of work order processing units U2 (i.e., the second list) according to the work order allocation rule 2 (i.e., the second work order allocation rule out of the two work order allocation rules), and returns the work order processing unit list U2 to the pending work order details interface.

[0072] In a design, such as Figure 8 As shown in the embodiment of this application, a work order allocation method further includes steps S501-S502:

[0073] S501. Based on the evaluation parameters corresponding to the target rule set, add the target rule set to the rule set list.

[0074] The rule set list includes multiple rule sets, and each rule set in the multiple rule sets corresponds to an evaluation parameter.

[0075] It is understandable that the target rule set is added to the rule set list based on the evaluation parameters corresponding to the target rule set.

[0076] Optionally, the work order processing personnel can score the work order allocation rule set to obtain the evaluation parameters corresponding to the work order allocation rule set.

[0077] S502. Sort the multiple rule sets based on the evaluation parameters corresponding to each rule set in the multiple rule sets included in the rule set list.

[0078] It is understandable that multiple rule sets can be sorted based on the evaluation parameters corresponding to each rule set in the list of rule sets.

[0079] Optionally, the evaluation parameters corresponding to the work order allocation rule set determine the display order of the work order allocation rule set in the work order allocation rule set list of the work order allocation rule set configuration module. The higher the evaluation parameters, the higher the accuracy of the work order allocation rule set. The work order allocation rule set list will display the work order allocation rule sets in descending order of evaluation parameters, so that work order processing personnel can easily customize and select the work order allocation rule set with high accuracy as the currently used work order allocation rule set.

[0080] For example, such as Figure 9 The diagram illustrates a list of work order assignment rule sets. The list includes rule set 1, rule set 2, rule set 3, and rule set 4. All four rule sets were created on September 1, 2022. The work order handlers rated rule set 1 as 95, rule set 2 as 92, rule set 3 as 85, and rule set 4 as 60.

[0081] This application provides a work order allocation method, specifically, a work order allocation rule set configuration module. This module provides a configuration interface for the work order allocation rule set, configuring the content of the rule set including multiple work order allocation rule texts and the rule priority corresponding to each of the multiple work order allocation rule texts. A work order allocation rule parsing module (i.e., a work order allocation rule calculation module) is also provided. This module uses the chain of responsibility pattern, executing the work order allocation rule texts sequentially according to their priority order, inputting a full list of processing units, and outputting a filtered list of processing units. Using the chain of responsibility pattern simplifies the configuration of the relationships between work order allocation rules, allowing work order handlers to focus only on the logic of the work order allocation rules themselves, without needing to consider the logical relationships between them, making the configuration simple and easy to understand.

[0082] This application embodiment provides a work order handler selection interface (i.e., the pending work order details interface). When opened, this interface can send all work order processing units to the work order allocation rule parsing module and receive the work order processing unit list filtered by the module. This list is then displayed on the work order handler selection interface. This step is completed by the system, reducing the workload of manual judgment. Work order handlers can refer to this result for work order allocation, improving efficiency. Simultaneously, the work order handler selection interface provides an evaluation rating system for work order handlers to provide feedback. This ensures that more accurate work order allocation rules are prioritized for handlers, creating a positive feedback loop that continuously improves the accuracy of work order allocation rules and increases work order processing efficiency. The work order handler selection interface also provides a "one order, multiple assignments" function, where each generated sub-work order has its own processing deadline, facilitating the management of assigned work orders.

[0083] The foregoing mainly describes the solutions provided by the embodiments of this application from a methodological perspective. To achieve the above functions, it includes corresponding hardware structures and / or software modules for executing each function. Those skilled in the art should readily recognize that, in conjunction with the units and algorithm steps of the various examples described in the embodiments disclosed herein, the embodiments of this application can be implemented in hardware or a combination of hardware and computer software. Whether a function is executed in hardware or by computer software driving hardware depends on the specific application and design constraints of the technical solution. Those skilled in the art can use different methods to implement the described functions for each specific application, but such implementation should not be considered beyond the scope of this application.

[0084] This application embodiment can divide a work order allocation method into functional modules based on the above method example. For example, each function can be divided into its own functional module, or two or more functions can be integrated into one processing module. The integrated module can be implemented in hardware or as a software functional module. Optionally, the module division in this application embodiment is illustrative and only represents one logical functional division; other division methods may be used in actual implementation.

[0085] Figure 10 This is a schematic diagram of a work order allocation device provided in an embodiment of this application. Figure 10 As shown, a work order allocation device 40 is used to improve the accuracy and efficiency of work order allocation, for example, for executing... Figure 4 The work order allocation method is shown. The work order allocation device 40 includes: a processing unit 401 and a determination unit 402;

[0086] The processing unit 401 is used to select N work order allocation rules from a set of pre-set work order allocation rules to form a target rule set. Each work order allocation rule in the set of pre-set work order allocation rules corresponds to a priority. Different work order allocation rules correspond to different priorities. N is a positive integer.

[0087] The processing unit 401 is also used to select at least one work order processing unit from multiple work order processing units based on the target rule set for the target pending work order. The work order processing unit is the work unit that processes the pending work order.

[0088] The processing unit 401 is also used to evaluate the target rule set and obtain the evaluation parameters corresponding to the target rule set. The evaluation parameters are used to indicate the accuracy of the target rule set in screening work order processing units.

[0089] The determining unit 402 is used to determine the target work order processing unit from at least one work order processing unit to process the target pending work order.

[0090] In one possible implementation, the target pending work order includes the following information: work order area, work order business type; the processing unit 401 is also used to select N work order allocation rules from a set of pre-set work order allocation rules based on the multiple information included in the target pending work order to form a target rule set, wherein one piece of information in the multiple information corresponds to one work order allocation rule in the N work order allocation rules.

[0091] In one possible implementation, the determining unit 402 is further configured to determine the order of the N work order allocation rules based on the priority of each work order allocation rule in the target rule set; the processing unit 401 is further configured to, for the target pending work order, according to the order of the N work order allocation rules in the target rule set, select M work order processing units from multiple work order processing units based on the i-th work order allocation rule in the N work order allocation rules to obtain the i-th list, where i is a positive integer less than or equal to N and M is a positive integer; the processing unit 401 is further configured to, based on the (i+1)-th work order allocation rule in the N work order allocation rules, select P work order processing units from the M work order processing units included in the i-th list to obtain the (i+1)-th list; when i+1 equals N, the P work order processing units are at least one work order processing unit, where P is a positive integer less than or equal to M.

[0092] In one possible implementation, the processing unit 401 is further configured to add the target rule set to a rule set list based on the evaluation parameters corresponding to the target rule set. The rule set list includes multiple rule sets, and each rule set in the multiple rule sets corresponds to an evaluation parameter. The processing unit 401 is further configured to sort the multiple rule sets based on the evaluation parameters corresponding to each rule set in the multiple rule sets included in the rule set list.

[0093] In the case where the functions of the integrated modules described above are implemented in hardware, this application provides a possible structural schematic diagram of the electronic device involved in the above embodiments. For example... Figure 11 As shown, an electronic device 60 is used to improve the accuracy and efficiency of work order allocation, for example, for performing... Figure 4 This illustrates a work order allocation method. The electronic device 60 includes a processor 601, a memory 602, and a bus 603. The processor 601 and the memory 602 are connected via the bus 603.

[0094] Processor 601 is the control center of the communication device. It can be a single processor or a collective term for multiple processing elements. For example, processor 601 can be a general-purpose central processing unit (CPU) or other general-purpose processors. Among them, the general-purpose processor can be a microprocessor or any conventional processor.

[0095] As one embodiment, processor 601 may include one or more CPUs, for example Figure 11 CPU 0 and CPU 1 are shown in the diagram.

[0096] The memory 602 may be a read-only memory (ROM) or other type of static storage device capable of storing static information and instructions, random access memory (RAM) or other type of dynamic storage device capable of storing information and instructions, or electrically erasable programmable read-only memory (EEPROM), disk storage media or other magnetic storage devices, or any other medium capable of carrying or storing desired program code in the form of instructions or data structures and accessible by a computer, but is not limited thereto.

[0097] In one possible implementation, the memory 602 can exist independently of the processor 601. The memory 602 can be connected to the processor 601 via a bus 603 and is used to store instructions or program code. When the processor 601 calls and executes the instructions or program code stored in the memory 602, it can implement a work order allocation method provided in this application embodiment.

[0098] In another possible implementation, the memory 602 can also be integrated with the processor 601.

[0099] Bus 603 can be an industry standard architecture (ISA) bus, a peripheral component interconnect (PCI) bus, or an extended industry standard architecture (EISA) bus. This bus can be divided into address bus, data bus, control bus, etc. For ease of representation, Figure 11 The bus is represented by a single thick line, but this does not mean that there is only one bus or one type of bus.

[0100] It should be pointed out that, Figure 11 The structure shown does not constitute a limitation on the electronic device 60. Except... Figure 11 In addition to the components shown, the electronic device 60 may include more or fewer components than illustrated, or combine certain components, or have different component arrangements.

[0101] As an example, combined Figure 10 The functions implemented by the processing unit 401 and the determining unit 402 in the work order allocation device 40 are the same as those of the processing unit 401 and the determining unit 402. Figure 11 The processor 601 in it has the same function.

[0102] Optional, such as Figure 11 As shown, the electronic device 60 provided in this application embodiment may further include a communication interface 604.

[0103] Communication interface 604 is used to connect with other devices via a communication network. This communication network can be Ethernet, a wireless access network, a wireless local area network (WLAN), etc. Communication interface 604 may include a receiving unit for receiving data and a transmitting unit for transmitting data.

[0104] In one design, the communication interface in the electronic device provided in this application embodiment can also be integrated into the processor.

[0105] Through the above description of the embodiments, those skilled in the art will clearly understand that, for the sake of convenience and brevity, only the division of the above functional units is used as an example. In practical applications, the above functions can be assigned to different functional units as needed, that is, the internal structure of the device can be divided into different functional units to complete all or part of the functions described above. The specific working process of the system, device, and unit described above can be referred to the corresponding process in the foregoing method embodiments, and will not be repeated here.

[0106] This application also provides a computer-readable storage medium storing instructions. When a computer executes these instructions, the computer performs each step of the method flow shown in the above-described method embodiments.

[0107] Embodiments of this application provide a computer program product containing instructions that, when executed on a computer, cause the computer to perform a work order allocation method as described in the above method embodiments.

[0108] The computer-readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination thereof. More specific examples of computer-readable storage media (a non-exhaustive list) include: an electrical connection having one or more wires, a portable computer disk, a hard disk, random access memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM), registers, hard disks, optical fibers, compact disc read-only memory (CD-ROM), optical storage devices, magnetic storage devices, or any suitable combination of the foregoing, or any other form of computer-readable storage medium in the art.

[0109] An exemplary storage medium is coupled to a processor, enabling the processor to read information from and write information to the storage medium. Of course, the storage medium can also be a component of the processor. The processor and storage medium can reside within an application-specific integrated circuit (ASIC).

[0110] In the embodiments of this application, the computer-readable storage medium can be any tangible medium that contains or stores a program that can be used by or in conjunction with an instruction execution system, apparatus, or device.

[0111] Since the electronic devices, computer-readable storage media, and computer program products in the embodiments of this application can be applied to the above methods, the technical effects they can achieve can also be referred to the above method embodiments. The embodiments of this application will not be repeated here.

[0112] The above are merely specific embodiments of this application, but the scope of protection of this application is not limited thereto. Any changes or substitutions within the technical scope disclosed in this application should be covered within the scope of protection of this application.

Claims

1. A work order allocation method, characterized in that, The method includes: N work order allocation rules are selected from a set of pre-set work order allocation rules to form a target rule set. Each work order allocation rule in the set of pre-set work order allocation rules corresponds to a priority. Different work order allocation rules correspond to different priorities. N is a positive integer. Based on the priority of each of the N work order allocation rules, the N work order allocation rules are passed into the filter chain; Input the information of the target pending work order and the information of multiple work order processing units into the filter chain; For the target pending work order, at least one work order processing unit is selected from the multiple work order processing units based on the target rule set configured on the filter chain. The work order processing unit is the work unit that processes the pending work order. The filter chain includes N filters, and the N filters are configured with the N work order allocation rules. One work order allocation rule is configured on each filter. The target rule set is evaluated to obtain the evaluation parameters corresponding to the target rule set, and the target work order processing unit for processing the target pending work order is determined from the at least one work order processing unit. The evaluation parameters are used to indicate the accuracy of the target rule set in screening work order processing units. For the target pending work order, at least one work order processing unit is selected from the plurality of work order processing units based on the target rule set configured on the filter chain, including: Based on the priority of each of the N work order allocation rules included in the target rule set, the order of the N work order allocation rules is determined. For a target pending work order, based on the arrangement order of the N work order allocation rules included in the target rule set, and based on the i-th work order allocation rule among the N work order allocation rules, M work order processing units are selected from the multiple work order processing units to obtain the i-th list, where i is a positive integer less than or equal to N, and M is a positive integer; Based on the (i+1)th work order allocation rule among the N work order allocation rules, P work order processing units are selected from the M work order processing units included in the i-th list to obtain the (i+1)th list; when i+1 equals N, the P work order processing units are the at least one work order processing unit, and P is a positive integer less than or equal to M.

2. The method according to claim 1, characterized in that, The target pending work order includes the following information: work order area, work order business type; The step of selecting N work order allocation rules from a pre-set set of multiple work order allocation rules to form a target rule set includes: Based on the multiple pieces of information included in the target pending work order, N work order allocation rules are selected from the pre-set multiple work order allocation rules to form the target rule set, and one piece of information in the multiple pieces of information corresponds to one work order allocation rule in the N work order allocation rules.

3. The method according to claim 1 or 2, characterized in that, The method further includes: Based on the evaluation parameters corresponding to the target rule set, the target rule set is added to the rule set list, which includes multiple rule sets, and each rule set in the multiple rule sets corresponds to an evaluation parameter; The multiple rule sets are sorted based on the evaluation parameters corresponding to each rule set in the list of rule sets.

4. A work order distribution device, characterized in that, The work order allocation device includes: a processing unit and a determination unit; The processing unit is used to select N work order allocation rules from a pre-set set of multiple work order allocation rules to form a target rule set. Each work order allocation rule in the set of multiple work order allocation rules corresponds to a priority. Different work order allocation rules correspond to different priorities. N is a positive integer. The processing unit is also used to pass the N work order allocation rules into the filter chain based on the priority of each work order allocation rule in the N work order allocation rules; The processing unit is also used to input the information of the target pending work order and the information of multiple work order processing units into the filter chain; The processing unit is further configured to, for the target pending work order, filter at least one work order processing unit from the plurality of work order processing units based on the target rule set configured on the filter chain, wherein the work order processing unit is the work unit that processes the pending work order; the filter chain includes N filters, the N filters are configured with the N work order allocation rules, and one work order allocation rule is configured on one filter; The processing unit is further configured to evaluate the target rule set to obtain evaluation parameters corresponding to the target rule set, and the evaluation parameters are used to indicate the accuracy of the target rule set in screening work order processing units; The determining unit is used to determine, from the at least one work order processing unit, the target work order processing unit that processes the target pending work order. The determining unit is further configured to determine the order of the N work order allocation rules based on the priority of each work order allocation rule in the N work order allocation rules included in the target rule set. The processing unit is further configured to, for a target pending work order, according to the arrangement order of the N work order allocation rules included in the target rule set, and based on the i-th work order allocation rule in the N work order allocation rules, select M work order processing units from the plurality of work order processing units to obtain the i-th list, where i is a positive integer less than or equal to N, and M is a positive integer; The processing unit is further configured to, based on the (i+1)th work order allocation rule in the N work order allocation rules, select P work order processing units from the M work order processing units included in the i-th list to obtain the (i+1)th list; when i+1 equals N, the P work order processing units are the at least one work order processing unit, and P is a positive integer less than or equal to M.

5. The work order allocation device according to claim 4, characterized in that, The target pending work order includes the following information: work order area, work order business type; The processing unit is further configured to select N work order allocation rules from the pre-set multiple work order allocation rules to form the target rule set based on the multiple pieces of information included in the target pending work order, wherein one piece of information in the multiple pieces of information corresponds to one work order allocation rule in the N work order allocation rules.

6. The work order allocation device according to claim 4 or 5, characterized in that, The processing unit is further configured to add the target rule set to a rule set list based on the evaluation parameters corresponding to the target rule set. The rule set list includes multiple rule sets, and each rule set in the multiple rule sets corresponds to an evaluation parameter. The processing unit is further configured to sort the plurality of rule sets based on the evaluation parameters corresponding to each rule set in the plurality of rule sets included in the rule set list.

7. An electronic device, characterized in that, include: A processor and a memory; wherein the memory is used to store one or more programs, the one or more programs including computer execution instructions, and when the electronic device is running, the processor executes the computer execution instructions stored in the memory to cause the electronic device to perform a work order allocation method according to any one of claims 1-3.

8. A computer-readable storage medium for storing one or more programs, characterized in that, The one or more programs include instructions that, when executed by a computer, cause the computer to perform a work order assignment method as described in any one of claims 1-3.

Images