A method, system and storage medium for automatic dispatching

Abstract

The present invention provides a method, system and storage medium for automatic dispatching, the method comprising: receiving order information, responding to the order information to obtain the personnel information of each maintenance personnel at the current time, determining the dispatching influence factor group corresponding to each maintenance personnel based on each personnel information and order information, wherein the dispatching influence factor group includes several dispatching influence factors; obtaining the weight value corresponding to each dispatching influence factor, multiplying each dispatching influence factor by the corresponding weight value to obtain the sub-matching value corresponding to each dispatching influence factor, adding all the sub-matching values ​​corresponding to the same maintenance personnel to obtain the matching value of the maintenance personnel; determining the maximum matching value among all matching values, and assigning the order information to the maintenance personnel corresponding to the maximum matching value. The present application can improve the efficiency of order processing.

Description

Technical Field

[0001] The present application relates to the field of dispatching orders, and in particular to a method, system and storage medium for automated dispatching orders. Background Art

[0002] With the rapid development of the Internet, various industries are actively exploring the application of the Internet. The electrical appliance repair industry is no exception. People have gradually abandoned the way of moving electrical appliances to physical stores for repair when electrical appliances break down. Instead, people use the Internet of Things to send the demand for electrical appliance repairs to the selected merchants, so that the merchants can assign the corresponding maintenance personnel to repair the electrical appliances on site. That is, the received orders are dispatched through the Internet of Things.

[0003] Dispatching orders means assigning received orders to a specific maintenance personnel, who will then be responsible for handling the work corresponding to the order. Currently, the mode of dispatching received orders is relatively simple, and most of the time managers assign received orders to corresponding maintenance personnel. This manual allocation method requires a lot of internal communication and adjustment before allocation, which wastes the working time of managers and maintenance personnel. In addition, since a large number of orders are assigned to maintenance personnel with higher professional capabilities, it will also cause inconsistency in the busyness and idleness of maintenance personnel, resulting in low efficiency in order processing. Summary of the invention

[0004] In order to improve the efficiency of order processing, the embodiments of the present application provide a method, system and storage medium for automated order dispatching.

[0005] In a first aspect, this embodiment provides a method for automated dispatching, the method comprising:

[0006] Receive order information, respond to the order information to obtain personnel information of each maintenance personnel at the current time, and determine a dispatching influence factor group corresponding to each maintenance personnel based on each personnel information and the order information, wherein the dispatching influence factor group includes a plurality of dispatching influence factors;

[0007] Obtain a weight value corresponding to each dispatch influence factor, multiply each dispatch influence factor by the corresponding weight value to obtain a sub-matching value corresponding to each dispatch influence factor, and add all sub-matching values ​​corresponding to the same maintenance personnel to obtain a matching value of the maintenance personnel;

[0008] A maximum matching value among all matching values ​​is determined, and the order information is allocated to a maintenance personnel corresponding to the maximum matching value.

[0009] In some embodiments, the personnel information includes personnel order information, personnel consumption order information, personnel complaint order information, personnel evaluation score, personnel location information and personnel response time, the order information includes order location information and order maintenance type, and the order dispatch influencing factor group corresponding to each maintenance personnel is determined based on each personnel information and the order information respectively, including:

[0010] Obtaining a preset response time threshold, and determining a reaction time factor corresponding to each maintenance personnel based on the personnel response time and the response time threshold respectively;

[0011] Obtaining a preset workload threshold, and determining a workload factor corresponding to each maintenance personnel based on the personnel order information and the workload threshold;

[0012] Obtaining the number of personnel consumption sub-order information and the number of personnel complaint sub-order information of the same type as the order maintenance type from each personnel consumption order information and personnel complaint order information, and determining the skill matching factor of the maintenance personnel corresponding to the personnel information based on the number of personnel consumption sub-order information and the number of personnel complaint sub-order information corresponding to the same personnel information;

[0013] The evaluation score of each personnel is respectively determined as the user evaluation index factor of the corresponding maintenance personnel;

[0014] Determine the distance factor of the corresponding maintenance personnel based on each personnel position information respectively;

[0015] Obtaining the preprocessing time for each maintenance personnel to complete the order information, and determining the expected completion efficiency factor of the maintenance personnel corresponding to the personnel information based on the personnel consumption order information, preprocessing time, personnel location information, order location information, and order maintenance type corresponding to the same maintenance personnel;

[0016] Obtaining a preset coefficient corresponding to the current time, and determining an adjustment factor corresponding to each maintenance personnel based on the preset coefficient and the personnel order information;

[0017] A dispatch influencing factor group of the maintenance personnel is obtained based on all factors corresponding to the same maintenance personnel.

[0018] In some embodiments, determining the reaction time factor corresponding to each maintenance personnel based on the personnel response time and the response time threshold respectively includes:

[0019] Divide the response time threshold by each personnel response time to obtain a number of time ratios, and judge whether the personnel response time corresponding to the same maintenance personnel is greater than the time ratio. If greater, determine the time ratio as the reaction time factor corresponding to the maintenance personnel;

[0020] If not, the personnel response time is determined as the reaction time factor corresponding to the maintenance personnel.

[0021] In some embodiments, the personnel order information includes the number of personnel orders, and determining the workload factor corresponding to each maintenance personnel based on the personnel order information and the workload threshold includes:

[0022] Subtracting the number of personnel orders from the workload threshold corresponding to the same maintenance personnel to obtain the load difference of the maintenance personnel, and determining whether the load difference is a positive value. If it is a positive value, determining the load difference as the workload factor corresponding to the maintenance personnel;

[0023] If not, zero is determined as the workload factor corresponding to the maintenance personnel.

[0024] In some embodiments, determining the expected completion efficiency factor of the maintenance personnel corresponding to the personnel information based on the personnel consumption order information, preprocessing time, personnel location information, order location information, and order maintenance type corresponding to the same maintenance personnel includes:

[0025] Determine the average completion efficiency of each maintenance personnel in completing such orders based on the order maintenance type and the personnel consumption order information;

[0026] Determine the average moving time required for each maintenance personnel to reach the location corresponding to the order location information based on the order location information and the personnel location information;

[0027] The average completion efficiency corresponding to the same maintenance personnel is divided by the sum of the preprocessing time and the average moving time to obtain the expected completion efficiency factor of the maintenance personnel.

[0028] In some of the embodiments, determining the skill matching factor of the maintenance personnel corresponding to the personnel information based on the number of personnel consumption sub-order information and the number of personnel complaint sub-order information corresponding to the same personnel information includes: dividing the number of personnel complaint sub-order information corresponding to the same personnel information by the number of personnel consumption sub-order information to obtain the skill matching factor of the maintenance personnel corresponding to the personnel information.

[0029] In some embodiments, obtaining the weight value corresponding to each dispatch influencing factor includes:

[0030] Determine whether the order information contains a marking requirement, and if not, use the preset weight value corresponding to each order dispatching influencing factor as the weight value of the order dispatching influencing factor;

[0031] If yes, obtain the labeling dispatching influence factor corresponding to the labeling requirement and the requirement level corresponding to the labeling requirement, and adjust the preset weight value corresponding to the labeling dispatching influence factor based on the requirement level to obtain the weight value corresponding to the labeling dispatching influence factor;

[0032] The preset weight values ​​corresponding to other order dispatching influence factors that are not marked order dispatching influence factors are respectively used as the weight values ​​of the order dispatching influence factors.

[0033] In some embodiments, after allocating the order information to the maintenance personnel corresponding to the maximum matching value, the method further includes:

[0034] The on-site visit time fed back by the maintenance personnel is received, and the on-site visit time and the personnel number corresponding to the maintenance personnel are sent to the user corresponding to the order information.

[0035] In a second aspect, this embodiment provides a system for automatic dispatching orders, the system comprising: a receiving module, a processing module and a dispatching module; wherein the receiving module is used to receive order information, and respond to the order information to obtain personnel information of each maintenance personnel at the current time;

[0036] The processing module is used to determine the dispatch influence factor group corresponding to each maintenance personnel based on each personnel information and the order information, wherein the dispatch influence factor group includes several dispatch influence factors; obtain the weight value corresponding to each dispatch influence factor, multiply each dispatch influence factor by the corresponding weight value to obtain the sub-matching value corresponding to each dispatch influence factor, add all sub-matching values ​​corresponding to the same maintenance personnel to obtain the matching value of the maintenance personnel; the dispatch module determines the maximum matching value among all matching values, and assigns the order information to the maintenance personnel corresponding to the maximum matching value.

[0037] In a third aspect, this embodiment provides a computer-readable storage medium on which is stored a computer program that can be run on a processor, and when the computer program is executed by the processor, an automated dispatching method as described in the first aspect is implemented.

[0038] By adopting the above method, the present application first receives order information, responds to the order information to obtain the personnel information of each maintenance personnel at the current time, and determines the dispatching influence factor group corresponding to each maintenance personnel based on each personnel information and order information, respectively, wherein the dispatching influence factor group includes several dispatching influence factors. By adopting the above method of determining multiple dispatching influence factors, an automatic dispatching model based on multi-dimensional considerations is obtained, so that how to dispatch orders can be comprehensively considered from multiple aspects. Compared with a single factor, order information can be processed more comprehensively, which is more conducive to improving the rationality of subsequent order allocation.

[0039] Then obtain the weight value corresponding to each dispatching influence factor, multiply each dispatching influence factor by the corresponding weight value to obtain the sub-matching value corresponding to each dispatching influence factor, and add all the sub-matching values ​​corresponding to the same maintenance personnel to obtain the matching value of the maintenance personnel. Then determine the maximum matching value among all matching values, and assign the order information to the maintenance personnel corresponding to the maximum matching value. After obtaining the matching value corresponding to each maintenance personnel through the above analysis, the order information is assigned to the maintenance personnel corresponding to the maximum matching value, so as to achieve the optimal dispatching of orders and improve the efficiency of order processing.

[0040] Among them, the weight value corresponding to each dispatching influence factor is not fixed. Obtaining the weight value corresponding to each dispatching influence factor includes: judging whether the order information contains marking requirements, if not, taking the preset weight value corresponding to each dispatching influence factor as the weight value of the dispatching influence factor; if yes, obtaining the marked dispatching influence factor corresponding to the marking requirements and the requirement level corresponding to the marking requirements, adjusting the preset weight value corresponding to the marked dispatching influence factor based on the requirement level to obtain the weight value corresponding to the marked dispatching influence factor; taking the preset weight values ​​corresponding to other dispatching influence factors that do not belong to the marked dispatching influence factor as the weight value of the dispatching influence factor. In this way, the weight value corresponding to the dispatching influence factor is no longer fixed, but can be based on the established multi-dimensional automatic dispatching model, and then taking into account the actual needs of users to continue to fine-tune the automatic dispatching model, which is conducive to the automatic dispatching model being more in line with the actual needs of users and improving the efficiency of order processing. BRIEF DESCRIPTION OF THE DRAWINGS

[0041] Figure 1 This is a flow chart of a method for automated dispatching orders provided in this embodiment.

[0042] Figure 2 This is a flowchart provided in this embodiment for determining the dispatching influence factor group corresponding to each maintenance personnel based on each personnel information and order information.

[0043] Figure 3 This is a schematic diagram of the change in workload factor with the number of personnel orders provided in this embodiment.

[0044] Figure 4 This is a flow chart for obtaining the weight value corresponding to each dispatch influencing factor provided in this embodiment.

[0045] Figure 5 It is a system framework diagram of an automated dispatching system provided in an embodiment of the present application. DETAILED DESCRIPTION

[0046] In order to more clearly understand the purpose, technical solutions and advantages of the present application, the present application is described and illustrated below in conjunction with the accompanying drawings and embodiments. However, it should be understood by those of ordinary skill in the art that the present application can be implemented without these details. For those of ordinary skill in the art, it is obvious that various changes can be made to the embodiments disclosed in the present application, and without departing from the principles and scope of the present application, the general principles defined in the present application can be applied to other embodiments and application scenarios. Therefore, the present application is not limited to the embodiments shown, but conforms to the broadest scope consistent with the scope claimed for protection in the present application.

[0047] The embodiments of the present application are further described in detail below in conjunction with the drawings in the specification.

[0048] Figure 1 This is a flow chart of an automated dispatching method provided by this embodiment. Figure 1 As shown, a method for automated dispatching includes the following steps:

[0049] Step S100, receiving order information, responding to the order information to obtain personnel information of each maintenance personnel at the current time, and determining a dispatch influence factor group corresponding to each maintenance personnel based on each personnel information and order information, wherein the dispatch influence factor group includes several dispatch influence factors.

[0050] From receiving an order to completing the order, the user end, the processing end, and the maintenance personnel end are involved. This embodiment describes how to complete the work of automatic order dispatching from the perspective of the processing end. The above-mentioned order information refers to the information sent by the user when there is a need to repair an electrical appliance. The order information is sent by the user end and received by the processing end. As long as the user end sends an order information, the processing end will receive an order information.

[0051] When the processing end receives the order information, it will send an information acquisition instruction to each maintenance personnel end, so that each maintenance personnel end will automatically send the stored personnel information about the current time to the processing end, so that the processing end can immediately obtain the personnel information of each maintenance personnel at the current time. Among them, each maintenance personnel end can record the personnel information of the corresponding maintenance personnel in real time, and store it in the storage unit of the maintenance personnel end in an orderly manner according to the time sequence. In this way, after receiving the information acquisition instruction sent by the processing end, the maintenance personnel end can automatically send the latest personnel information stored in the storage unit to the processing end, so that the processing end completes the operation of obtaining the personnel information of each maintenance personnel at the current time.

[0052] The above-mentioned personnel information represents the information of the status of the maintenance personnel at the current time. Among them, the personnel information includes personnel order information, personnel consumption order information, personnel complaint order information, personnel evaluation score, personnel location information and personnel response time. Order information includes order location information and order maintenance type. Personnel order information refers to the order information that the maintenance personnel currently has received but has not yet completed. Personnel consumption order information refers to the order information that the maintenance personnel has completed. Personnel complaint order information refers to the order information that is complained by the user in the above-mentioned personnel consumption order information. The personnel evaluation score refers to the average score given by the user to all personnel consumption order information. Personnel location information refers to the location of the maintenance personnel. Personnel response time refers to the historical average response time required for the maintenance personnel to process the order information from receiving the order information to processing the order information. Order location information refers to the location that needs to be visited to process the order. Order maintenance type refers to the type of electrical appliance that the user needs to repair and the type of fault that occurs.

[0053] After obtaining the order information and the personnel information of each maintenance personnel at the current time, the processing end will determine the dispatching influence factor group corresponding to each maintenance personnel based on each personnel information and order information. Among them, the dispatching influence factor group includes several dispatching influence factors. In this embodiment, the dispatching influence factor group corresponding to each maintenance personnel includes seven factors: reaction time factor, workload factor, skill matching factor, user evaluation index factor, distance factor, expected completion efficiency factor and adjustment factor. Figure 2 1 is a flowchart of determining the dispatch influencing factor group corresponding to each maintenance personnel based on each personnel information and order information provided by this embodiment. Figure 2 As shown, determining the dispatch influencing factor group corresponding to each maintenance personnel based on each personnel information and order information includes the following steps:

[0054] Step S101, obtaining a preset response time threshold, and determining a reaction time factor corresponding to each maintenance personnel based on the personnel response time and the response time threshold.

[0055] The above response time threshold specifically represents the maximum response time defined by the R&D personnel, and the unit of the response time threshold is minutes. The response time threshold is set by the R&D personnel and pre-stored in the processing end, so the preset response time threshold can be obtained by viewing the information stored in the processing end.

[0056] After the response time threshold is obtained, determining the reaction time factor corresponding to each maintenance personnel based on the personnel response time and the response time threshold includes the following steps:

[0057] Step S101-1, divide the response time threshold by each personnel response time to obtain several time ratios, and judge whether the personnel response time corresponding to the same maintenance personnel is greater than the time ratio. If greater, determine the time ratio as the reaction time factor corresponding to the maintenance personnel.

[0058] Step S101 - 2: If it is not greater than, the personnel response time is determined as the reaction time factor corresponding to the maintenance personnel.

[0059] By substituting each personnel response time and response time threshold into the reaction time factor = min (personnel response time, ) in this formula, and thus obtain the corresponding reaction time factor of each maintenance personnel, where In this way, if the maintenance personnel's response time is short, the corresponding reaction time factor is large, indicating that the maintenance personnel has a significant advantage in response speed. If the maintenance personnel's response time is long, but still less than the response time threshold, the maintenance personnel's reaction time factor is adjusted in the form of a reciprocal, so that maintenance personnel with long response times are not completely excluded, and they will also have corresponding reaction time factors. While ensuring the service efficiency of service personnel, maintenance personnel with quick responses are recommended first.

[0060] Step S102: Obtain a preset workload threshold, and determine a workload factor corresponding to each maintenance personnel based on the personnel order information and the workload threshold.

[0061] The above workload threshold specifically represents the maximum workload that maintenance personnel can accept. The workload threshold is set by R&D personnel and pre-stored in the processing end. Therefore, the preset response time threshold can be obtained by viewing the information stored in the processing end.

[0062] The personnel order information also includes the number of personnel orders, which specifically refers to the number of uncompleted orders currently received by the maintenance personnel. After the workload threshold is obtained, the workload factor corresponding to each maintenance personnel is determined based on the personnel order information and the workload threshold, including the following steps:

[0063] Step S102-1, subtract the number of personnel orders from the workload threshold corresponding to the same maintenance personnel to obtain the load difference of the maintenance personnel, and determine whether the load difference is a positive value. If it is a positive value, determine the load difference as the workload factor corresponding to the maintenance personnel.

[0064] Step S102-2: If not, zero is determined as the workload factor corresponding to the maintenance personnel.

[0065] By substituting the number of orders for each person and the workload threshold into the formula workload factor = max (0, workload threshold - number of orders for people), the workload factor corresponding to each maintenance person is obtained, where load difference = workload threshold - number of orders for people. In this way, when the workload of the maintenance person, that is, the number of orders for people currently on hand by the maintenance person, does not exceed the set workload threshold, the workload factor is positive and will decrease as the workload of the maintenance person increases, thereby avoiding excessive allocation of orders to the maintenance person, resulting in a decline in the service quality of the maintenance person. Figure 3 Schematic diagram of the change of workload factor with the number of personnel orders provided in this embodiment. Figure 3 As shown in Figure 1, before the number of personnel orders exceeds the workload threshold, the workload factor is positively correlated with the number of personnel orders. After the number of personnel orders exceeds the workload threshold, the workload factor is a fixed value of zero.

[0066] Step S103, respectively obtain the number of personnel consumption sub-order information and the number of personnel complaint sub-order information belonging to the same type as the order maintenance type from each personnel consumption order information and personnel complaint order information, and determine the skill matching factor of the maintenance personnel corresponding to the personnel information based on the number of personnel consumption sub-order information and the number of personnel complaint sub-order information corresponding to the same personnel information.

[0067] Each type of order corresponds to a unique mark, which can be in the form of a number, keyword or code. By using the reference mark corresponding to the order maintenance type, searching for the personnel consumption sub-order information with the same reference mark in each personnel consumption order information, and then counting the number of personnel consumption sub-order information found, the number of personnel consumption sub-order information belonging to the same type as the order maintenance type can be obtained. Similarly, searching for the personnel complaint sub-order information with the same reference mark in each personnel complaint order information, and then counting the number of personnel complaint sub-order information found, the number of personnel complaint sub-order information belonging to the same type as the order maintenance type can be obtained. Among them, each maintenance personnel corresponds to a number of personnel consumption sub-order information and a number of personnel complaint sub-order information.

[0068] After obtaining the number of personnel consumption sub-order information and the number of personnel complaint sub-order information corresponding to each maintenance personnel, determining the skill matching factor of the maintenance personnel corresponding to the personnel information based on the number of personnel consumption sub-order information and the number of personnel complaint sub-order information corresponding to the same personnel information includes: dividing the number of personnel complaint sub-order information corresponding to the same personnel information by the number of personnel consumption sub-order information to obtain the skill matching factor of the maintenance personnel corresponding to the personnel information. In this formula, the skill matching factor corresponding to each maintenance personnel is obtained. In this way, the skill matching factor is used to represent the degree to which the corresponding maintenance personnel have mastered the skills required for the order. This skill matching factor is used to ensure that the order is assigned to the maintenance personnel with corresponding skills and experience, thereby improving service quality and satisfaction.

[0069] Step S104: determine each personnel evaluation score as a user evaluation index factor of the corresponding maintenance personnel.

[0070] By substituting each personnel evaluation score into the formula of user evaluation index factor = personnel evaluation score, the corresponding user evaluation index factor of each maintenance personnel is obtained. This reflects the historical performance of each maintenance personnel's service quality, which is conducive to improving the dispatch priority of high-quality maintenance personnel.

[0071] Step S105: determining the distance factor of the corresponding maintenance personnel based on the position information of each personnel.

[0072] By substituting each person's location information into In this formula, the distance factor corresponding to each maintenance personnel is obtained. In this way, the distance factor is used to optimize resource allocation and reduce response time. The maintenance personnel who are closer to the order location information will get a higher score, which reflects the importance of geographical location in dispatching decisions.

[0073] Step S106, obtaining the preprocessing time for each maintenance personnel to complete the order information, and determining the expected completion efficiency factor of the maintenance personnel corresponding to the personnel information based on the personnel consumption order information, preprocessing time, personnel location information, order location information, and order maintenance type corresponding to the same maintenance personnel.

[0074] The above preprocessing time represents the time each maintenance personnel is expected to spend to complete the order. After the processing end sends the order information to the maintenance personnel end, the corresponding maintenance personnel will check the order information and feedback a preprocessing time, so that each maintenance personnel end will send the preprocessing time to the processing end, so that the processing end can obtain the preprocessing time for each maintenance personnel to complete the order information. After all, maintenance personnel can better understand their own capabilities and can give a more accurate preprocessing time.

[0075] After the preprocessing time is obtained, determining the expected completion efficiency factor of the maintenance personnel corresponding to the personnel information based on the personnel consumption order information, preprocessing time, personnel location information, order location information, and order maintenance type corresponding to the same maintenance personnel includes the following steps:

[0076] Step S106-1, based on the order maintenance type and the order information of personnel consumption, the average completion efficiency of each maintenance personnel in completing such orders is determined.

[0077] Step S106-2, based on the order location information and the personnel location information, determine the average moving time required for each maintenance personnel to reach the location corresponding to the order location information.

[0078] Step S106-3, dividing the average completion efficiency corresponding to the same maintenance personnel by the sum of the preprocessing time and the average moving time, to obtain the expected completion efficiency factor of the maintenance personnel.

[0079] Similarly, by using the reference mark corresponding to the order maintenance type, find the personnel consumption sub-order information with the same reference mark in each personnel consumption order information, and then check the completion time contained in each personnel consumption sub-order information corresponding to the same maintenance personnel respectively, and average all the completion times corresponding to the same maintenance personnel respectively, so as to obtain the average completion efficiency of each maintenance personnel in completing such orders.

[0080] The processing end also stores the moving speed of each maintenance personnel in a hurry. Therefore, by using the map, the moving distance required for each maintenance personnel to move from the personnel location information to the order location information can be obtained, and then the moving distance corresponding to the same maintenance personnel is divided by the moving speed to obtain the average moving time required for each maintenance personnel to reach the location corresponding to the order location information.

[0081] Finally, by substituting the average completion efficiency, preprocessing time and average moving time corresponding to the same maintenance personnel into In this formula, the expected completion efficiency factor corresponding to each maintenance personnel is obtained. In this way, the processing end can predict and give priority to maintenance personnel who can complete the order task in the shortest time.

[0082] Step S107, obtaining a preset coefficient corresponding to the current time, and determining an adjustment factor corresponding to each maintenance personnel based on the preset coefficient and personnel order information.

[0083] The above preset coefficient is a variable coefficient. The preset coefficient corresponding to each time period is stored on the processing end. The preset coefficient corresponding to the current time can be found from the stored information by checking the current time first, and then using the current time. Among them, the preset coefficient corresponding to the peak order period and emergency period is larger, which can improve the effectiveness and enthusiasm of maintenance personnel in the corresponding time period.

[0084] Each time the processing end assigns an order to a corresponding maintenance personnel, it also sends the pre-processing time of the maintenance personnel processing the order information obtained from the maintenance personnel to the maintenance personnel end corresponding to the maintenance personnel, so that the obtained personnel order information includes the pre-processing time corresponding to the order. By adding the pre-processing time corresponding to the personnel order information belonging to the same maintenance personnel, the service request time corresponding to the maintenance personnel for the order information can be obtained.

[0085] The adjustment factor corresponding to each maintenance personnel is obtained by respectively substituting the service request time and the preset coefficient corresponding to the same maintenance personnel into the formula of adjustment factor=preset coefficient×service request time.

[0086] Step S108, obtaining a group of dispatch influencing factors of the maintenance personnel based on all factors corresponding to the same maintenance personnel.

[0087] Finally, by putting the seven factors corresponding to the same maintenance personnel, namely, the response time factor, workload factor, skill matching factor, user evaluation index factor, distance factor, expected completion efficiency factor and adjustment factor, in the same array, we can get the dispatch influencing factor group corresponding to each maintenance personnel. By adopting the above method, we get an automatic dispatch model based on multi-dimensional considerations, so that we can comprehensively consider how to dispatch orders from the aspects of maintenance personnel's response speed, current workload, own skills, user evaluation, distance factor, completion efficiency and current order situation. Compared with a single factor, we can process order information more comprehensively, which is more conducive to improving the rationality of subsequent order allocation.

[0088] In addition, the order of executing the above steps S101 to S107 can be adjusted. For example, the order of executing steps S102, S103, S104, S105, S106, S107, and S101 can be adopted, or the order of executing steps S101, S102, S103, S104, S105, S106, and S107 simultaneously can be adopted to obtain each dispatching influence factor included in the dispatching influence factor group. This embodiment does not further limit the order of obtaining each dispatching influence factor.

[0089] Step S200, obtain the weight value corresponding to each dispatch influence factor, multiply each dispatch influence factor by the corresponding weight value to obtain the sub-matching value corresponding to each dispatch influence factor, and add all sub-matching values ​​corresponding to the same maintenance personnel to obtain the matching value of the maintenance personnel.

[0090] Each dispatch influencing factor has a corresponding weight value. Figure 4 This is a flow chart of obtaining the weight value corresponding to each dispatch impact factor provided by this embodiment. Figure 4 As shown, obtaining the weight value corresponding to each dispatch influencing factor includes the following steps:

[0091] Step S201, determining whether the order information contains a marking requirement, if not, using the preset weight value corresponding to each order dispatching influence factor as the weight value of the order dispatching influence factor.

[0092] Step S202, if yes, obtain the labeling dispatching influence factor corresponding to the labeling requirement and the requirement level corresponding to the labeling requirement, and adjust the preset weight value corresponding to the labeling dispatching influence factor based on the requirement level to obtain the weight value corresponding to the labeling dispatching influence factor.

[0093] Step S203: using the preset weight values ​​corresponding to other order dispatching influence factors that are not marked order dispatching influence factors as the weight values ​​of the order dispatching influence factors.

[0094] The above-mentioned marking requirements refer to the requirements noted by the user when placing an order. The order information may contain marking requirements or may not contain marking requirements. You can check whether there is information in the remarks section of the order information. If there is information, it means that the order information contains marking requirements. If there is no information, it means that the order information does not contain marking requirements.

[0095] When the order information does not contain any marking requirements, it indicates that the user has no additional requirements for processing the order information. In this case, the preset weight value corresponding to each order dispatching influence factor stored on the processing end can be used as the weight value of each order dispatching influence factor when processing this order.

[0096] In the case where the order information contains a marking requirement, it indicates that the user has additional requirements for processing the order information. In order to be able to assign the order information to a more suitable maintenance personnel, the preset weight value corresponding to each dispatching influence factor stored in the processing end cannot be directly used as the actual weight value. It is also necessary to adjust the weight value of the corresponding dispatching influence factor according to the standard requirements contained in the order information. Match the marking requirements contained in the order information with the aspects corresponding to each of the above seven factors to obtain the marked dispatching influence factor corresponding to the marking requirement. Among them, the reaction time factor corresponds to the response speed of the maintenance personnel, the workload factor corresponds to the current workload, the skill matching factor corresponds to the own skills, the user evaluation index factor corresponds to the user evaluation, the distance factor corresponds to the distance factor, the expected completion efficiency factor corresponds to the completion efficiency, and the adjustment factor corresponds to the current order situation. For example, if the order information contains the marking requirement that experienced maintenance personnel are required, then the marked dispatching influence factor corresponding to the marking requirement is the skill matching factor.

[0097] In addition, the requirement level corresponding to the annotation requirement can be determined by checking the number of repetitions of the annotation requirements included in the order information. If the number of repetitions is zero, the requirement level corresponding to the annotation requirement is the first requirement level. If the number of repetitions is one, the requirement level corresponding to the annotation requirement is the second requirement level. If the number of repetitions is two, the requirement level corresponding to the annotation requirement is the third requirement level. The more the number of repetitions, the higher the requirement level corresponding to the annotation requirement, and the requirement level is positively correlated with the number of repetitions.

[0098] At the processing end, the proportional value for adjusting the preset weight value required for each requirement level is stored. Among them, the first requirement level needs to increase the preset weight value by the first percentage, the second requirement level needs to increase the preset weight value by the second percentage, and so on. The nth requirement level needs to increase the preset weight value by the nth percentage. The nth percentage is greater than the mth percentage, where m < n. In this way, by multiplying the preset weight value corresponding to the annotation dispatch influence factor by (1 + the percentage corresponding to the requirement level), the weight value corresponding to the standard dispatch influence factor can be obtained. For other dispatch influence factors that do not belong to the annotation dispatch influence factor, the preset weight value is still used as the weight value of the corresponding dispatch influence factor. For example, if the annotation dispatch influence factor is the skill matching degree factor, then the weight value corresponding to this annotation dispatch influence factor is the preset weight value corresponding to the annotation dispatch influence factor multiplied by (1 + the percentage corresponding to the requirement level), and the weight values of the other six dispatch influence factors are their respective preset weight values. This makes the weight value corresponding to the dispatch influence factor no longer fixed, but can further fine-tune the automatic dispatch model on the basis of the established multi-dimensional consideration automatic dispatch model, taking into account the actual needs of users, which is beneficial to the automatic dispatch model to better meet the actual needs of users and improve the efficiency of order processing.

[0099] After obtaining the weight value corresponding to each dispatch influence factor, substitute the seven factors corresponding to the same maintenance personnel and the corresponding weight values into the matching value = response duration factor × response duration factor weight value + workload factor × workload factor weight value + skill matching degree factor × skill matching degree factor weight value +

[0100] user evaluation index factor × user evaluation index factor weight value + distance factor × distance factor weight value +

[0101] expected completion efficiency factor × expected completion efficiency factor weight value + adjustment factor × adjustment factor weight value in this formula, so as to obtain the matching value of each maintenance personnel for processing this order.

[0102] Step S300, determine the maximum matching value among all the matching values, and assign the order information to the maintenance personnel corresponding to the maximum matching value.

[0103] By comparing the matching value of each maintenance personnel, the maximum matching value can be found from all matching values ​​by comparing the matching values ​​of each other or sorting all matching values, so that the order corresponding to the received order information is sent to the maintenance personnel end corresponding to the maximum matching value, and thus given to the maintenance personnel corresponding to the maximum matching value. After obtaining the matching value corresponding to each maintenance personnel through the above analysis, the order information is assigned to the maintenance personnel corresponding to the maximum matching value, so as to achieve the optimal dispatch of orders and improve the efficiency of order processing.

[0104] In addition, after the order information is assigned to the maintenance personnel corresponding to the maximum matching value, the on-site time fed back by the maintenance personnel is also received, and the on-site time and the personnel number corresponding to the maintenance personnel are sent to the user corresponding to the order information.

[0105] Every time a maintenance personnel receives an order information, he will send the processing end when he can come to the site to process the order, that is, send the on-site time. After receiving the on-site time, the processing end will also send the received on-site time and the personnel number sent to the maintenance personnel to the user corresponding to the order information. This makes it easy for users to understand which specific maintenance personnel can come to the site to handle the faulty appliance and when.

[0106] Figure 5 This is a system framework diagram of an automated dispatching system provided by an embodiment of the present application. Figure 5 As shown, an automated dispatching system includes: a receiving module, a processing module and a dispatching module.

[0107] Among them, the receiving module is used to receive order information, and respond to the order information to obtain the personnel information of each maintenance personnel at the current time. The processing module is used to determine the dispatch influence factor group corresponding to each maintenance personnel based on each personnel information and order information, wherein the dispatch influence factor group includes several dispatch influence factors; obtain the weight value corresponding to each dispatch influence factor, multiply each dispatch influence factor by the corresponding weight value to obtain the sub-matching value corresponding to each dispatch influence factor, and add all sub-matching values ​​corresponding to the same maintenance personnel to obtain the matching value of the maintenance personnel. The dispatch module determines the maximum matching value among all matching values, and assigns the order information to the maintenance personnel corresponding to the maximum matching value.

[0108] The other functions performed by the above-mentioned receiving module, processing module and dispatching module as well as the technical details of each function are the same as or similar to the corresponding features in the previously described method of automated dispatching, and therefore will not be repeated here.

[0109] An embodiment of the present application also provides a computer storage medium on which a computer program is stored. When the computer program is executed on a computer, the computer can execute the steps in the above-described method of automated dispatching.

[0110] It should be understood that, although the steps in the flowchart of the accompanying drawings are shown in sequence according to the instructions of the arrows, these steps are not necessarily performed in the order indicated by the arrows. Unless explicitly stated in this document, the execution of these steps is not strictly limited in order and can be performed in other orders.

[0111] The above description is only a partial implementation method of the present application. It should be pointed out that for ordinary technicians in this technical field, several improvements and modifications can be made without departing from the principles of the present application. These improvements and modifications should also be regarded as the scope of protection of the present application.

Claims

1. A method for automated dispatching, characterized in that: The method comprises: Receive order information, respond to the order information to obtain personnel information of each maintenance personnel at the current time, and determine a dispatching influence factor group corresponding to each maintenance personnel based on each personnel information and the order information, wherein the dispatching influence factor group includes a plurality of dispatching influence factors; Obtain a weight value corresponding to each dispatch influence factor, multiply each dispatch influence factor by the corresponding weight value to obtain a sub-matching value corresponding to each dispatch influence factor, and add all sub-matching values ​​corresponding to the same maintenance personnel to obtain a matching value of the maintenance personnel; Determine a maximum matching value among all matching values, and assign the order information to a maintenance personnel corresponding to the maximum matching value; The personnel information includes personnel order information, personnel consumption order information, personnel complaint order information, personnel evaluation score, personnel location information and personnel response time; the order information includes order location information and order maintenance type; and the dispatch influencing factor group corresponding to each maintenance personnel is determined based on each personnel information and the order information respectively, including: Obtaining a preset response time threshold, and determining a reaction time factor corresponding to each maintenance personnel based on the personnel response time and the response time threshold respectively; Obtaining a preset workload threshold, and determining a workload factor corresponding to each maintenance personnel based on the personnel order information and the workload threshold; Obtaining the number of personnel consumption sub-order information and the number of personnel complaint sub-order information of the same type as the order maintenance type from each personnel consumption order information and personnel complaint order information, and determining the skill matching factor of the maintenance personnel corresponding to the personnel information based on the number of personnel consumption sub-order information and the number of personnel complaint sub-order information corresponding to the same personnel information; The evaluation score of each personnel is respectively determined as the user evaluation index factor of the corresponding maintenance personnel; Determine the distance factor of the corresponding maintenance personnel based on each personnel position information respectively; Obtaining the preprocessing time for each maintenance personnel to complete the order information, and determining the expected completion efficiency factor of the maintenance personnel corresponding to the personnel information based on the personnel consumption order information, preprocessing time, personnel location information, order location information, and order maintenance type corresponding to the same maintenance personnel; Obtaining a preset coefficient corresponding to the current time, and determining an adjustment factor corresponding to each maintenance personnel based on the preset coefficient and the personnel order information; A dispatch influencing factor group of the maintenance personnel is obtained based on all factors corresponding to the same maintenance personnel.

2. The method according to claim 1, characterized in that The step of determining the reaction time factor corresponding to each maintenance personnel based on the personnel response time and the response time threshold comprises: Divide the response time threshold by each personnel response time to obtain a number of time ratios, and judge whether the personnel response time corresponding to the same maintenance personnel is greater than the time ratio. If greater, determine the time ratio as the reaction time factor corresponding to the maintenance personnel; If not, the personnel response time is determined as the reaction time factor corresponding to the maintenance personnel.

3. The method according to claim 1, characterized in that The personnel order information includes the number of personnel orders, and the determining of the workload factor corresponding to each maintenance personnel based on the personnel order information and the workload threshold includes: Subtracting the number of personnel orders from the workload threshold corresponding to the same maintenance personnel to obtain the load difference of the maintenance personnel, and determining whether the load difference is a positive value. If it is a positive value, determining the load difference as the workload factor corresponding to the maintenance personnel; If not, zero is determined as the workload factor corresponding to the maintenance personnel.

4. The method according to claim 1, characterized in that: The method of determining the expected completion efficiency factor of the maintenance personnel corresponding to the personnel information based on the personnel consumption order information, preprocessing time, personnel location information, order location information, and order maintenance type corresponding to the same maintenance personnel includes: Determine the average completion efficiency of each maintenance personnel in completing such orders based on the order maintenance type and the personnel consumption order information; Determine the average moving time required for each maintenance personnel to reach the location corresponding to the order location information based on the order location information and the personnel location information; The average completion efficiency corresponding to the same maintenance personnel is divided by the sum of the preprocessing time and the average moving time to obtain the expected completion efficiency factor of the maintenance personnel.

5. The method according to claim 1, characterized in that The skill matching factor of the maintenance personnel corresponding to the personnel information is determined based on the number of personnel consumption sub-order information and the number of personnel complaint sub-order information corresponding to the same personnel information, including: The skill matching factor of the maintenance personnel corresponding to the personnel information is obtained by dividing the number of personnel complaint sub-order information corresponding to the same personnel information by the number of personnel consumption sub-order information.

6. The method according to claim 1, characterized in that The step of obtaining the weight value corresponding to each dispatch influencing factor includes: Determine whether the order information contains a marking requirement, and if not, use the preset weight value corresponding to each order dispatching influencing factor as the weight value of the order dispatching influencing factor; If yes, obtain the labeling dispatching influence factor corresponding to the labeling requirement and the requirement level corresponding to the labeling requirement, and adjust the preset weight value corresponding to the labeling dispatching influence factor based on the requirement level to obtain the weight value corresponding to the labeling dispatching influence factor; The preset weight values ​​corresponding to other order dispatching influence factors that are not marked order dispatching influence factors are respectively used as the weight values ​​of the order dispatching influence factors.

7. The method according to claim 1, characterized in that After allocating the order information to the maintenance personnel corresponding to the maximum matching value, the following further comprises: The on-site visit time fed back by the maintenance personnel is received, and the on-site visit time and the personnel number corresponding to the maintenance personnel are sent to the user corresponding to the order information.

8. An automated dispatching system, characterized in that: The system includes: a receiving module, a processing module and an order dispatching module; wherein, The receiving module is used to receive order information, and respond to the order information to obtain personnel information of each maintenance personnel at the current time; The processing module is used to determine the dispatching influence factor group corresponding to each maintenance personnel based on each personnel information and the order information, wherein the dispatching influence factor group includes a plurality of dispatching influence factors; obtain the weight value corresponding to each dispatching influence factor, multiply each dispatching influence factor by the corresponding weight value to obtain the sub-matching value corresponding to each dispatching influence factor, and add all the sub-matching values ​​corresponding to the same maintenance personnel to obtain the matching value of the maintenance personnel; The dispatching module determines the maximum matching value among all matching values, and dispatches the order information to the maintenance personnel corresponding to the maximum matching value; The personnel information includes personnel order information, personnel consumption order information, personnel complaint order information, personnel evaluation score, personnel location information and personnel response time; the order information includes order location information and order maintenance type; and the dispatch influencing factor group corresponding to each maintenance personnel is determined based on each personnel information and the order information respectively, including: Obtaining a preset response time threshold, and determining a reaction time factor corresponding to each maintenance personnel based on the personnel response time and the response time threshold respectively; Obtaining a preset workload threshold, and determining a workload factor corresponding to each maintenance personnel based on the personnel order information and the workload threshold; Obtaining the number of personnel consumption sub-order information and the number of personnel complaint sub-order information of the same type as the order maintenance type from each personnel consumption order information and personnel complaint order information, and determining the skill matching factor of the maintenance personnel corresponding to the personnel information based on the number of personnel consumption sub-order information and the number of personnel complaint sub-order information corresponding to the same personnel information; The evaluation score of each personnel is respectively determined as the user evaluation index factor of the corresponding maintenance personnel; Determine the distance factor of the corresponding maintenance personnel based on each personnel position information respectively; Obtaining the preprocessing time for each maintenance personnel to complete the order information, and determining the expected completion efficiency factor of the maintenance personnel corresponding to the personnel information based on the personnel consumption order information, preprocessing time, personnel location information, order location information, and order maintenance type corresponding to the same maintenance personnel; Obtaining a preset coefficient corresponding to the current time, and determining an adjustment factor corresponding to each maintenance personnel based on the preset coefficient and the personnel order information; A dispatch influencing factor group of the maintenance personnel is obtained based on all factors corresponding to the same maintenance personnel.

9. A computer-readable storage medium having a computer program that can be run on a processor stored thereon, characterized in that: When the computer program is executed by the processor, the computer program implements an automated dispatching method as described in any one of claims 1 to 7.

Images