Installation and maintenance abnormal event supervision processing method and device, medium and equipment

Abstract

The invention provides an installation and maintenance abnormal event supervision processing method and device, a medium and equipment. The method comprises the following steps: acquiring each installation and maintenance exception work order which is not solved at present; according to the work order retention time length of each installation and maintenance abnormity work order and the customer installation urging frequency, searching a corresponding supervision level and a supervision management personnel level from the installation and maintenance abnormity event supervision rule; carrying out quantity convergence on each installation and maintenance exception work order to obtain respective installation and maintenance exception summarized data of each supervision and management personnel level; generating an event notification message corresponding to the supervision manager level according to the event notification template and the installation and maintenance abnormity summarized data corresponding to each supervision manager level; and pushing the event notification message corresponding to the supervision manager level to the corresponding supervision manager according to the supervision manager contact information of each supervision manager level. According to the embodiment of the invention, the problem of abnormal event management in the processes of professional installation and maintenance, complaint and the like of family customers is solved.

Description

Technical Field

[0001] The present invention relates to the field of communication technology, and in particular to a method, device, medium and equipment for supervising and handling abnormal installation and maintenance events. Background Art

[0002] In the construction and production activities of the service launch in the home broadband business field of the communications industry, there are problems such as long-term delays in home customer installation and maintenance, and high-frequency installation urging. These problems are all managed offline, the problems are scattered, and there is no overall supervision perspective, which also leads to low efficiency in solving the above problems and poor user satisfaction. Summary of the invention

[0003] In response to at least one of the above technical problems, an embodiment of the present invention provides a method, device, medium, and equipment for supervising and handling abnormal installation and maintenance events.

[0004] According to the first aspect, the method for supervising and handling abnormal installation and maintenance events provided by the embodiment of the present invention includes:

[0005] Obtain all currently unresolved installation and maintenance exception work orders;

[0006] Obtaining pre-configured supervision rules for abnormal installation and maintenance events; wherein the supervision rules for abnormal installation and maintenance events include multiple supervision levels and the work order retention time, customer installation urging times and supervision management personnel level corresponding to each supervision level;

[0007] According to the retention time of each abnormal installation and maintenance work order and the number of times the customer urges installation, find the corresponding supervision level and supervision management personnel level from the abnormal installation and maintenance event supervision rules;

[0008] According to the supervisory management personnel level corresponding to each installation and maintenance abnormal work order, the quantity of each installation and maintenance abnormal work order is aggregated to obtain the installation and maintenance abnormal summary data of each supervisory management personnel level;

[0009] Get the event notification template corresponding to each supervisor management level;

[0010] Generate an event notification message corresponding to each supervisory management level based on the event notification template and installation and maintenance abnormality summary data corresponding to each supervisory management level;

[0011] Obtain the contact information of each supervisory manager level;

[0012] According to the contact information of the supervisory manager of each supervisory manager level, the event notification message corresponding to the supervisory manager level is pushed to the corresponding supervisory manager.

[0013] In one embodiment, the supervision levels included in the installation and maintenance abnormal event supervision rules include level one, level two, level three and level four, where:

[0014] The corresponding work order retention time for the fourth-level supervision level is greater than or equal to 1 week and less than 2 weeks, the number of customer urging is 2 times, and the corresponding supervision management personnel level is the district and county level supervision management personnel;

[0015] The corresponding work order retention time of the third-level supervision level is greater than or equal to 2 weeks and less than 3 weeks, and the number of customer urging is 3 times. The corresponding supervision management personnel levels include district and county-level supervision management personnel and prefecture-level supervision management personnel;

[0016] The work order retention time corresponding to the second-level supervision level is greater than or equal to 3 weeks and less than 4 weeks, and the number of customer urging is 4 times. The corresponding supervision management personnel levels include district and county-level supervision management personnel, prefecture-level supervision management personnel, and provincial-level second-level supervision management personnel;

[0017] The first-level supervision level corresponds to a work order detention time greater than or equal to 4 weeks and the number of customer urging for installation greater than or equal to 5 times. The corresponding supervision management personnel levels include district and county-level supervision management personnel, municipal-level supervision management personnel, provincial-level second-level supervision management personnel and provincial-level supervision management personnel.

[0018] In one embodiment, according to the supervisory management personnel level corresponding to each abnormal installation and maintenance work order, the quantity of each abnormal installation and maintenance work order is aggregated to obtain the abnormal installation and maintenance summary data of each supervisory management personnel level, including:

[0019] Aggregate the number of abnormal installation and maintenance work orders for each district and county at the prefecture-level to obtain the district and county-level abnormal installation and maintenance summary data corresponding to the district and county at the prefecture-level;

[0020] Aggregate the installation and maintenance anomaly summary data of the district and county level corresponding to each district and county under each prefecture-level city under the provincial level to obtain the installation and maintenance anomaly summary data of the prefecture-level city level corresponding to the provincial level;

[0021] The installation and maintenance anomaly summary data corresponding to each prefecture-level city under the provincial level are quantitatively aggregated to obtain the provincial installation and maintenance anomaly summary data.

[0022] In one embodiment, the step of pushing the event notification message corresponding to the supervisory manager level to the corresponding supervisory manager includes:

[0023] Sending the event notification message corresponding to the district-level installation and maintenance exception summary data corresponding to each district and county to the corresponding supervisory management personnel of the district and county; wherein, the event notification message corresponding to the district-level supervisory management personnel includes the basic information of each installation and maintenance exception work order in addition to the district-level installation and maintenance exception summary data;

[0024] Send the event notification message corresponding to each prefecture-level city-level installation and maintenance abnormality summary data to the corresponding supervision and management personnel at the prefecture-level city;

[0025] If the supervision level corresponding to an installation and maintenance abnormality work order is level 2, the event notification message corresponding to the provincial installation and maintenance abnormality summary data including the installation and maintenance abnormality work order is sent to the corresponding provincial level 2 supervision management personnel;

[0026] If the supervision level corresponding to an installation and maintenance exception work order is level one, the event notification message corresponding to the provincial installation and maintenance exception summary data including the installation and maintenance exception work order will be sent to the corresponding provincial level two supervision management personnel and provincial level one supervision management personnel.

[0027] In one embodiment, the step of pushing the event notification message corresponding to the supervisory manager level to the corresponding supervisory manager includes:

[0028] Through 5G SMS, the event notification message corresponding to the supervisory manager level is pushed to the corresponding supervisory manager.

[0029] In one embodiment, the event notification message includes installation and maintenance exception summary data and a jump link to the SMS H5 service applet;

[0030] Among them, after the supervision manager clicks the jump link, he / she will jump to the page of the SMS H5 business applet. Supervision managers at all levels can communicate on the page of the SMS H5 business applet, so that the district and county-level supervision managers can fill in the reasons for the abnormalities, and the supervision managers at the municipal level and above can give their proposed opinions, thereby realizing online supervision of installation and maintenance abnormal events.

[0031] In one embodiment, before pushing the event notification message corresponding to the supervisory manager level to the corresponding supervisory manager according to the supervisory manager contact information of each supervisory manager level, the method further includes:

[0032] The event notification messages to be pushed to the supervisory management personnel at other levels except the district and county level are reviewed, and after passing the review, the event notification messages are sent to the corresponding supervisory management personnel.

[0033] According to the second aspect, the installation and maintenance abnormal event supervision and processing device provided by the embodiment of the present invention includes:

[0034] The work order acquisition module is used to obtain all currently unresolved installation and maintenance exception work orders;

[0035] A rule acquisition module is used to acquire pre-configured installation and maintenance abnormal event supervision rules; wherein the installation and maintenance abnormal event supervision rules include multiple supervision levels and the work order retention time, customer installation urging times and supervision management personnel level corresponding to each supervision level;

[0036] The level acquisition module is used to find the corresponding supervision level and the level of the supervision manager from the supervision rules of the installation and maintenance abnormal events according to the work order retention time of each installation and maintenance abnormal work order and the number of customer urging installation;

[0037] The work order aggregation module is used to aggregate the quantity of each installation and maintenance abnormal work order according to the corresponding supervisory management personnel level of each installation and maintenance abnormal work order, and obtain the installation and maintenance abnormal summary data of each supervisory management personnel level;

[0038] The template acquisition module is used to obtain the event notification template corresponding to each supervisor management level;

[0039] A message generation module is used to generate an event notification message corresponding to each supervisory management personnel level according to the event notification template corresponding to each supervisory management personnel level and the installation and maintenance abnormality summary data;

[0040] The contact information acquisition module is used to obtain the contact information of supervisory managers at each supervisory manager level;

[0041] The message push module is used to push the event notification message corresponding to each supervisory manager level to the corresponding supervisory manager according to the supervisory manager contact information of each supervisory manager level.

[0042] According to a third aspect, an embodiment of the present invention provides a computer-readable storage medium having a computer program stored thereon, which, when executed in a computer, enables the computer to execute the method provided in the first aspect.

[0043] According to a fourth aspect, a computing device provided by an embodiment of the present invention includes a memory and a processor, wherein the memory stores executable code, and when the processor executes the executable code, the method provided by the first aspect is implemented.

[0044] The installation and maintenance abnormal event supervision and processing method, device, medium, and equipment provided in the embodiment of the present invention pre-configures the installation and maintenance abnormal event supervision rules, determines the supervision level and the supervision management level of the unresolved installation and maintenance abnormal work order based on the installation and maintenance abnormal event supervision rules, and then summarizes the unresolved installation and maintenance abnormal work orders at different levels to obtain the installation and maintenance abnormal summary data of different levels, and then forms event notification messages of different levels, and sends the event notification messages of different levels to the supervision management personnel of different levels. It can be seen that the embodiment of the present invention can realize the centralized management of abnormal events, realize automated and intelligent online support, and improve the processing efficiency and response speed of abnormal events. Since agile and efficient reporting and management can be achieved, it is conducive to the timely processing of supervision management personnel, thereby improving the efficiency of resolving abnormal events. It can be seen that the embodiment of the present invention can realize the centralized management of abnormal events in the customer service process such as long-term retention of home customer installation and maintenance, high-frequency installation and urging, etc., and provide online support for the management process, so that the management is automated and intelligent, thereby solving the abnormal event management problems in the process of professional installation and maintenance, complaints, etc. of home customers. BRIEF DESCRIPTION OF THE DRAWINGS

[0045] Figure 1 It is a flow chart of a method for supervising and handling installation and maintenance abnormal events in one embodiment of the present invention;

[0046] Figure 2 It is a structural block diagram of a device for supervising and handling abnormal events of installation and maintenance in one embodiment of the present invention. DETAILED DESCRIPTION

[0047] In the first aspect, an embodiment of the present invention provides a method for supervising and handling abnormal installation and maintenance events, see Figure 1 The method includes the following steps S110 to S180:

[0048] S110, obtaining each currently unresolved installation and maintenance exception work order;

[0049] The so-called unresolved installation and maintenance exception work orders refer to work orders in which the problems reflected in the work orders have not been resolved by the front-line installation and maintenance personnel.

[0050] S120, obtaining pre-configured supervision rules for abnormal installation and maintenance events; wherein the supervision rules for abnormal installation and maintenance events include multiple supervision levels and the work order retention time, customer installation urging times and supervision management personnel level corresponding to each supervision level;

[0051] Among them, the installation and maintenance abnormal event supervision rules can be configured in advance by the configuration personnel. The installation and maintenance abnormal event supervision rules include multiple supervision levels, and each supervision level in the installation and maintenance abnormal event supervision rules corresponds to the work order retention time, the number of customer installation urging times, and the level of the supervision management personnel.

[0052] Among them, the work order retention time refers to the length of time from the generation of the abnormal installation and maintenance work order to the current time, and the number of customer urging installation can reflect the user's urgency. The supervisor level refers to the level of the supervisor to whom the event notification message is sent.

[0053] Among them, the supervisory management personnel include district and county level supervisory management personnel, prefecture and city level supervisory management personnel, provincial level 2 supervisory management personnel, and provincial level 1 supervisory management personnel. Correspondingly, the levels of supervisory management personnel are divided into district and county level, prefecture and city level, provincial level 2, and provincial level 1, with provincial level 1 being higher than provincial level 2.

[0054] In one embodiment, the supervision levels included in the installation and maintenance abnormal event supervision rules may include level one, level two, level three and level four, where:

[0055] The corresponding work order retention time for the fourth-level supervision level is greater than or equal to 1 week and less than 2 weeks, the number of customer urging is 2 times, and the corresponding supervision management personnel level is the district and county level supervision management personnel;

[0056] The corresponding work order retention time of the third-level supervision level is greater than or equal to 2 weeks and less than 3 weeks, and the number of customer urging is 3 times. The corresponding supervision management personnel levels include district and county-level supervision management personnel and prefecture-level supervision management personnel;

[0057] The work order retention time corresponding to the second-level supervision level is greater than or equal to 3 weeks and less than 4 weeks, and the number of customer urging is 4 times. The corresponding supervision management personnel levels include district and county-level supervision management personnel, prefecture-level supervision management personnel, and provincial-level second-level supervision management personnel;

[0058] The first-level supervision level corresponds to a work order detention time greater than or equal to 4 weeks and the number of customer urging for installation greater than or equal to 5 times. The corresponding supervision management personnel levels include district and county-level supervision management personnel, municipal-level supervision management personnel, provincial-level second-level supervision management personnel and provincial-level supervision management personnel.

[0059] It can be seen that the higher the supervision level, the more supervisory managers to whom the event notification message is sent, and the highest level of the supervisory managers to whom the event notification message is sent is also higher.

[0060] For example, see Table 1 below, which shows the above-mentioned supervision rules for abnormal installation and maintenance events:

[0061] Table 1 Rules for supervising installation and maintenance abnormal events

[0062]

[0063]

[0064] From Table 1 above, we can see that the rules for supervising installation and maintenance abnormal events are as follows: the supervision levels are divided into four levels, three levels, two levels, and one level according to the length of time the work order is detained and the number of times the customer urges installation, and the levels of the supervisory managers are automatically configured according to different levels.

[0065] S130, according to the retention time of each abnormal installation and maintenance work order and the number of customer urgings, find the corresponding supervision level and supervision management personnel level from the abnormal installation and maintenance event supervision rules;

[0066] In other words, determine the duration of each unresolved abnormal installation and maintenance work order and the number of times the customer has urged for installation, and then find the corresponding supervision level from the abnormal installation and maintenance event supervision rules based on the duration of the work order and the number of times the customer has urged for installation, and then you can know the levels of the supervision managers.

[0067] Of course, if the work order retention time and the number of customer reminders for an abnormal installation and maintenance work order do not meet any of the above-mentioned abnormal installation and maintenance event supervision rules, the closest one will be used.

[0068] S140, according to the level of the supervisory management personnel corresponding to each abnormal installation and maintenance work order, the quantity of each abnormal installation and maintenance work order is aggregated to obtain the summary data of the abnormal installation and maintenance of each supervisory management personnel level;

[0069] That is to say, after determining the level of the supervising manager of each unresolved installation and maintenance exception work order, the quantity of each installation and maintenance exception work order is aggregated to obtain the installation and maintenance exception summary data corresponding to each district and county-level supervising manager, the installation and maintenance exception summary data corresponding to each prefecture-level supervising manager, the installation and maintenance exception summary data corresponding to each provincial-level second-level supervising manager, and the installation and maintenance exception summary data corresponding to each provincial-level first-level supervising manager.

[0070] In one embodiment, according to the supervisory management personnel level corresponding to each installation and maintenance abnormal work order, the quantity of each installation and maintenance abnormal work order is aggregated in S140 to obtain the installation and maintenance abnormal summary data of each supervisory management personnel level, which may include S141-S143:

[0071] S141, aggregate the number of abnormal installation and maintenance work orders of each district and county under the prefecture-level city, and obtain the district and county-level abnormal installation and maintenance summary data corresponding to the district and county under the prefecture-level city;

[0072] For example, the abnormal installation and maintenance work orders in Xian County, Cangzhou City, Hebei Province are aggregated to obtain the abnormal installation and maintenance summary data at the district and county level corresponding to Xian County, Cangzhou City, Hebei Province, for example, there are 10 unprocessed work orders. Correspondingly, subsequent event notification messages will also be sent to the corresponding district and county-level supervisory management personnel in Xian County, Cangzhou City, Hebei Province.

[0073] S142, quantitatively aggregate the installation and maintenance anomaly summary data of the district and county level corresponding to each district and county under each prefecture-level city under the provincial level, to obtain the installation and maintenance anomaly summary data of the prefecture-level city level corresponding to the provincial level;

[0074] That is, the summary data of installation and maintenance anomalies at the district and county level under the prefecture-level city are quantitatively aggregated to obtain the summary data of installation and maintenance anomalies at the prefecture-level city level.

[0075] For example, the summary data of installation and maintenance anomalies at the district and county level in Cangzhou City, Hebei Province are quantitatively aggregated to obtain the summary data of installation and maintenance anomalies at the prefecture level in Cangzhou City.

[0076] For example, there are a total of 100 unprocessed work orders in Cangzhou City, of which 30 are in Xian County, 30 are in Hejian, and 40 are in Renqiu.

[0077] Correspondingly, subsequent event notification messages will also be sent to the corresponding municipal-level supervisory management personnel in Cangzhou City, Hebei Province.

[0078] S143. Aggregate the installation and maintenance anomaly summary data corresponding to each prefecture-level city under the provincial level to obtain the provincial installation and maintenance anomaly summary data.

[0079] For example, the summary data of installation and maintenance anomalies at the prefecture level in each city in Hebei Province are quantitatively aggregated to obtain the summary data of installation and maintenance anomalies at the provincial level in Hebei Province.

[0080] For example, the number of unprocessed work orders in Hebei Province is 200, in Cangzhou City is 100, and in Shijiazhuang City is 100.

[0081] S150, obtaining the event notification template corresponding to each supervisor management level;

[0082] That is, the event notification templates corresponding to different supervisory management personnel levels are different.

[0083] S160, generating an event notification message corresponding to each supervisory management personnel level according to the event notification template corresponding to each supervisory management personnel level and the installation and maintenance abnormality summary data;

[0084] That is to say, the installation and maintenance exception summary data is filled into the corresponding event notification template to obtain the corresponding event notification message.

[0085] S170. Obtain the contact information of each supervisory manager level;

[0086] S180. According to the contact information of the supervising manager of each supervising manager level, the event notification message corresponding to the supervising manager level is pushed to the corresponding supervising manager.

[0087] Since the installation and maintenance abnormality summary data has different levels, the generated event notification messages are also divided into different levels, and then the event notification messages of different levels are sent to the supervisory management personnel of the corresponding levels.

[0088] In one embodiment, the step of pushing the event notification message corresponding to the supervisory manager level to the corresponding supervisory manager in S180 may include S181 to S184:

[0089] S181. Sending an event notification message corresponding to the district-level installation and maintenance exception summary data corresponding to each district and county to the corresponding supervisory management personnel of the district and county; wherein the event notification message corresponding to the district-level supervisory management personnel includes, in addition to the district-level installation and maintenance exception summary data, the basic information of each installation and maintenance exception work order;

[0090] For example, the summary data of the installation and maintenance anomalies at the district and county level in Xian County is sent to the district and county level supervisory management personnel in Xian County. Of course, in addition to the summary data of the installation and maintenance anomalies at the district and county level, the event notification message corresponding to the district and county level supervisory management personnel can also include the basic information of each installation and maintenance anomaly work order, for example, the work order numbered XXX for the installation that Zhang San is responsible for has not been processed for more than three weeks, please process it.

[0091] S182, sending an event notification message corresponding to each prefecture-level city-level installation and maintenance abnormality summary data to the corresponding supervision and management personnel at the prefecture-level city;

[0092] For example, the summary data of installation and maintenance anomalies at the municipal level in Cangzhou City is sent to the corresponding municipal-level supervisory management personnel in Cangzhou City.

[0093] S183. If the supervision level corresponding to an installation and maintenance abnormality work order is level 2, an event notification message corresponding to the provincial level installation and maintenance abnormality summary data including the installation and maintenance abnormality work order is sent to the corresponding provincial level 2 supervision management personnel;

[0094] S184. If the supervision level corresponding to an installation and maintenance abnormality work order is level one, an event notification message corresponding to the provincial installation and maintenance abnormality summary data including the installation and maintenance abnormality work order is sent to the corresponding provincial level two supervision management personnel and provincial level one supervision management personnel.

[0095] For example, the provincial installation and maintenance exception summary data of Hebei Province is sent to the provincial supervision and management personnel of Hebei Province. However, the provincial supervision and management personnel include provincial level one and provincial level two. Therefore, if the supervision level corresponding to an installation and maintenance exception work order is level two, it is only necessary to send the provincial installation and maintenance exception summary data including the installation and maintenance exception work order to the provincial level two supervision and management personnel. If the supervision level corresponding to an installation and maintenance exception work order is level one, it is necessary to send the provincial installation and maintenance exception summary data including the installation and maintenance exception work order to the provincial level two supervision and management personnel and provincial level supervision and management personnel.

[0096] In one embodiment, pushing the event notification message corresponding to the supervisory manager level to the corresponding supervisory manager as described in S180 may include: pushing the event notification message corresponding to the supervisory manager level to the corresponding supervisory manager via 5G SMS.

[0097] Among them, the 5G messaging method is a brand-new upgrade of traditional SMS. Based on the GSMA RCS UP standard, it provides a new type of digital interactive service based on rich media, integrating multiple forms of voice, video, and pictures.

[0098] Since the 5G SMS method is adopted, the transmitted message may include information such as links. For this reason, in one embodiment, the event notification message includes installation and maintenance abnormality summary data and a jump link to the SMS H5 business applet; wherein, the supervisory manager clicks the jump link and jumps to the page of the SMS H5 business applet, and supervisory managers at all levels can communicate on the page of the SMS H5 business applet, so that district and county-level supervisory managers can fill in the abnormal reasons, and supervisory managers at the prefecture-level and above levels can give their proposed opinions, so as to realize the online supervision of installation and maintenance abnormal events.

[0099] That is to say, in addition to the summary data of installation and maintenance anomalies, the event notification message sent also includes a jump link to the SMS H5 business applet. After the supervisor clicks the jump link on a mobile phone or other terminal, it will jump to the page of the SMS H5 business applet. Supervisors at all levels can communicate on the page of the SMS H5 business applet. For example, the provincial-level supervisors in Hebei Province, the provincial-level supervisors in Hebei Province, the supervisors at the prefecture-level, and the supervisors at the district and county levels in each prefecture-level are communicating. The district and county-level supervisors will fill in the cause of the abnormal event on the page, and the supervisors at the prefecture-level and above will give relevant opinions, thus realizing the online supervision of installation and maintenance abnormal events.

[0100] In one embodiment, before pushing the event notification message corresponding to the supervisory manager level to the corresponding supervisory manager according to the contact information of the supervisory manager level of each supervisory manager level, the method also includes: reviewing the event notification message to be pushed to supervisory managers at other levels except the district and county level, and sending the event notification message to the corresponding supervisory manager after the review is passed.

[0101] That is to say, event notification messages to be pushed to supervisors and managers at other levels except the district and county level are reviewed. For example, the contact information of supervisors and managers is reviewed to avoid push errors, and the summary data in the event notification messages is reviewed to avoid problems in the summary. Only after the review is passed, the push work is carried out.

[0102] It is understandable that the embodiments of the present invention can realize the centralized management of abnormal events in the customer service process such as long-term retention of home customers for installation and maintenance, high-frequency urging, etc., provide online support for the management process, make the management automated and intelligent, and thus solve the abnormal event management problems in the process of professional installation and maintenance, complaints, etc. of home customers. In the prior art, managers at all levels lack timely and effective control over abnormal events in installation and maintenance work, there is no efficient means to converge on the problems of long-term retention and frequent urging, abnormal events are relatively scattered, and supervisors do not have a global perspective, resulting in the inability to achieve effective supervision.

[0103] It can be seen that the method provided by the embodiment of the present invention can be applied in the field of home broadband services in the communications industry, pre-configure four-level installation and maintenance abnormal event supervision rules, determine the supervision level and supervision management level of unresolved installation and maintenance abnormal work orders based on the installation and maintenance abnormal event supervision rules, and then summarize the unresolved installation and maintenance abnormal work orders at different levels to obtain different levels of installation and maintenance abnormal summary data, and then form different levels of event notification messages, and send different levels of event notification messages to different levels of supervision management personnel. It can be seen that the embodiment of the present invention can realize the centralized management of abnormal events, realize automated and intelligent online support, and improve the processing efficiency and response speed of abnormal events. Since agile and efficient reporting and management can be achieved, it is conducive to timely processing by supervision management personnel, thereby improving the efficiency of resolving abnormal events.

[0104] In a second aspect, an embodiment of the present invention provides a device for supervising and handling abnormal events of installation and maintenance, see Figure 2 , the device 100 comprises:

[0105] The work order acquisition module 110 is used to acquire each currently unresolved installation and maintenance exception work order;

[0106] The rule acquisition module 120 is used to acquire pre-configured installation and maintenance abnormal event supervision rules; wherein the installation and maintenance abnormal event supervision rules include multiple supervision levels and the work order retention time, customer installation urging times and supervision management personnel level corresponding to each supervision level;

[0107] The level acquisition module 130 is used to find the corresponding supervision level and the level of the supervision manager from the supervision rules of the abnormal installation and maintenance events according to the retention time of each abnormal installation and maintenance work order and the number of customer urgings;

[0108] The work order aggregation module 140 is used to aggregate the quantity of each installation and maintenance abnormal work order according to the supervisory management personnel level corresponding to each installation and maintenance abnormal work order, and obtain the installation and maintenance abnormal summary data of each supervisory management personnel level;

[0109] The template acquisition module 150 is used to acquire the event notification template corresponding to each supervisor management level;

[0110] The message generation module 160 is used to generate an event notification message corresponding to each supervisory management personnel level according to the event notification template corresponding to each supervisory management personnel level and the installation and maintenance abnormality summary data;

[0111] The contact information acquisition module 170 is used to obtain the contact information of the supervisory management personnel at each supervisory management personnel level;

[0112] The message push module 180 is used to push the event notification message corresponding to each supervisory manager level to the corresponding supervisory manager according to the contact information of the supervisory manager of each supervisory manager level.

[0113] In one embodiment, the supervision levels included in the installation and maintenance abnormal event supervision rules include level one, level two, level three and level four, where:

[0114] The corresponding work order retention time for the fourth-level supervision level is greater than or equal to 1 week and less than 2 weeks, the number of customer urging is 2 times, and the corresponding supervision management personnel level is the district and county level supervision management personnel;

[0115] The corresponding work order retention time of the third-level supervision level is greater than or equal to 2 weeks and less than 3 weeks, and the number of customer urging is 3 times. The corresponding supervision management personnel levels include district and county-level supervision management personnel and prefecture-level supervision management personnel;

[0116] The work order retention time corresponding to the second-level supervision level is greater than or equal to 3 weeks and less than 4 weeks, and the number of customer urging is 4 times. The corresponding supervision management personnel levels include district and county-level supervision management personnel, prefecture-level supervision management personnel, and provincial-level second-level supervision management personnel;

[0117] The first-level supervision level corresponds to a work order detention time greater than or equal to 4 weeks and the number of customer urging for installation greater than or equal to 5 times. The corresponding supervision management personnel levels include district and county-level supervision management personnel, municipal-level supervision management personnel, provincial-level second-level supervision management personnel and provincial-level supervision management personnel.

[0118] In one embodiment, the work order aggregation module is specifically used to: aggregate the number of installation and maintenance exception work orders of each district and county under the municipal level, and obtain the district and county-level installation and maintenance exception summary data corresponding to the district and county under the municipal level; aggregate the number of district and county-level installation and maintenance exception summary data corresponding to each district and county under each prefecture-level at the provincial level, and obtain the municipal-level installation and maintenance exception summary data corresponding to the prefecture-level at the provincial level; aggregate the number of municipal-level installation and maintenance exception summary data corresponding to each prefecture-level at the provincial level, and obtain the provincial-level installation and maintenance exception summary data.

[0119] In one embodiment, the message push module is specifically used to: send the event notification message corresponding to the district and county-level installation and maintenance exception summary data corresponding to each district and county to the corresponding supervision and management personnel of the district and county; wherein, the event notification message corresponding to the district and county-level supervision and management personnel includes, in addition to the district and county-level installation and maintenance exception summary data, the basic information of each installation and maintenance exception work order; send the event notification message corresponding to the prefecture-level installation and maintenance exception summary data corresponding to each prefecture-level city to the corresponding supervision and management personnel of the prefecture-level city; if the supervision level corresponding to an installation and maintenance exception work order is level two, then the event notification message corresponding to the provincial-level installation and maintenance exception summary data including the installation and maintenance exception work order is sent to the corresponding provincial-level supervision and management personnel; if the supervision level corresponding to an installation and maintenance exception work order is level one, then the event notification message corresponding to the provincial-level installation and maintenance exception summary data including the installation and maintenance exception work order is sent to the corresponding provincial-level supervision and management personnel and provincial-level supervision and management personnel.

[0120] In one embodiment, the message push module is specifically used to push the event notification message corresponding to the supervisory manager level to the corresponding supervisory manager via 5G SMS.

[0121] In one embodiment, the event notification message includes installation and maintenance exception summary data and a jump link to the SMS H5 business applet; wherein, after the supervision manager clicks the jump link, he jumps to the page of the SMS H5 business applet, and supervision managers at all levels can communicate on the page of the SMS H5 business applet, so that district and county-level supervision managers can fill in the reasons for the exceptions, and supervision managers at the municipal level and above can give their proposed opinions, thereby realizing online supervision of installation and maintenance exception events.

[0122] In one embodiment, before pushing the event notification message corresponding to the supervisory management personnel level to the corresponding supervisory management personnel, the message push module is also used to: review the event notification messages to be pushed to supervisory management personnel at other levels except the district and county level, and send the event notification messages to the corresponding supervisory management personnel after the review is passed.

[0123] It is understandable that the explanation, specific implementation, beneficial effects, examples, etc. of the relevant contents in the device provided in the embodiment of the present invention can be found in the corresponding parts of the method provided in the first aspect, and will not be repeated here.

[0124] In a third aspect, an embodiment of the present invention provides a computer-readable medium, on which computer instructions are stored. When the computer instructions are executed by a processor, the processor executes the method provided in the first aspect.

[0125] Specifically, a system or device equipped with a storage medium can be provided, on which software program code that implements the functions of any of the above-mentioned embodiments is stored, and a computer (or CPU or MPU) of the system or device can be enabled to read and execute the program code stored in the storage medium.

[0126] In this case, the program code itself read from the storage medium can realize the function of any one of the above-mentioned embodiments, and thus the program code and the storage medium storing the program code constitute a part of the present invention.

[0127] The storage medium embodiments for providing the program code include a floppy disk, a hard disk, a magneto-optical disk, an optical disk (such as CD-ROM, CD-R, CD-RW, DVD-ROM, DVD-RAM, DVD-RW, DVD+RW), a magnetic tape, a non-volatile memory card, and a ROM. Alternatively, the program code can be downloaded from a server computer by a communication network.

[0128] In addition, it should be clear that the functions of any of the above embodiments can be implemented not only by executing the program code read by the computer, but also by enabling an operating system operating on the computer to complete part or all of the actual operations based on instructions from the program code.

[0129] In addition, it can be understood that the program code read from the storage medium is written to a memory provided in an expansion board inserted into the computer or to a memory provided in an expansion module connected to the computer, and then based on the instructions of the program code, a CPU installed on the expansion board or expansion module is enabled to perform part or all of the actual operations, thereby realizing the functions of any of the above-mentioned embodiments.

[0130] It is understandable that the explanation, specific implementation methods, beneficial effects, examples, etc. of the relevant contents in the computer-readable medium provided in the embodiment of the present invention can be found in the corresponding parts of the method provided in the first aspect, and will not be repeated here.

[0131] In a fourth aspect, an embodiment of the present specification provides a computing device, including a memory and a processor, wherein the memory stores executable code, and when the processor executes the executable code, it implements the method in any embodiment of the specification.

[0132] It is understandable that the explanation, specific implementation, beneficial effects, examples, etc. of the relevant contents in the computing device provided in the embodiment of the present invention can be found in the corresponding parts of the method provided in the first aspect, and will not be repeated here.

[0133] Each embodiment in this specification is described in a progressive manner, and the same or similar parts between the embodiments can be referred to each other, and each embodiment focuses on the differences from other embodiments. In particular, for the device embodiment, since it is basically similar to the method embodiment, the description is relatively simple, and the relevant parts can be referred to the partial description of the method embodiment.

[0134] Those skilled in the art should be aware that in one or more of the above examples, the functions described in the present invention can be implemented by hardware, software, widgets, or any combination thereof. When implemented by software, these functions can be stored in a computer-readable medium or transmitted as one or more instructions or codes on a computer-readable medium.

[0135] The specific implementation methods described above further illustrate the objectives, technical solutions and beneficial effects of the present invention in detail. It should be understood that the above description is only a specific implementation method of the present invention and is not intended to limit the scope of protection of the present invention. Any modifications, equivalent substitutions, improvements, etc. made on the basis of the technical solution of the present invention should be included in the scope of protection of the present invention.

Claims

1. A method for supervising and handling abnormal installation and maintenance events, characterized in that: include: Obtain all currently unresolved installation and maintenance exception work orders; Obtaining pre-configured supervision rules for abnormal installation and maintenance events; wherein the supervision rules for abnormal installation and maintenance events include multiple supervision levels and the work order retention time, customer installation urging times and supervision management personnel level corresponding to each supervision level; According to the retention time of each abnormal installation and maintenance work order and the number of times the customer urges installation, find the corresponding supervision level and supervision management personnel level from the abnormal installation and maintenance event supervision rules; According to the supervisory management personnel level corresponding to each installation and maintenance abnormal work order, the quantity of each installation and maintenance abnormal work order is aggregated to obtain the installation and maintenance abnormal summary data of each supervisory management personnel level; Get the event notification template corresponding to each supervisor management level; Generate an event notification message corresponding to each supervisory management level based on the event notification template and installation and maintenance abnormality summary data corresponding to each supervisory management level; Obtain the contact information of each supervisory manager level; According to the contact information of the supervisory manager of each supervisory manager level, the event notification message corresponding to the supervisory manager level is pushed to the corresponding supervisory manager.

2. The method according to claim 1, characterized in that The supervision levels included in the supervision rules for abnormal installation and maintenance events include level one, level two, level three and level four, among which: The corresponding work order retention time for the fourth-level supervision level is greater than or equal to 1 week and less than 2 weeks, the number of customer urging is 2 times, and the corresponding supervision management personnel level is the district and county level supervision management personnel; The corresponding work order retention time of the third-level supervision level is greater than or equal to 2 weeks and less than 3 weeks, and the number of customer urging is 3 times. The corresponding supervision management personnel levels include district and county-level supervision management personnel and prefecture-level supervision management personnel; The work order retention time corresponding to the second-level supervision level is greater than or equal to 3 weeks and less than 4 weeks, and the number of customer urging is 4 times. The corresponding supervision management personnel levels include district and county-level supervision management personnel, prefecture-level supervision management personnel, and provincial-level second-level supervision management personnel; The first-level supervision level corresponds to a work order detention time greater than or equal to 4 weeks and the number of customer urging for installation greater than or equal to 5 times. The corresponding supervision management personnel levels include district and county-level supervision management personnel, municipal-level supervision management personnel, provincial-level second-level supervision management personnel and provincial-level supervision management personnel.

3. The method according to claim 2, characterized in that According to the supervisory management personnel level corresponding to each installation and maintenance abnormal work order, the quantity of each installation and maintenance abnormal work order is aggregated to obtain the installation and maintenance abnormal summary data of each supervisory management personnel level, including: Aggregate the number of abnormal installation and maintenance work orders for each district and county at the prefecture-level to obtain the district and county-level abnormal installation and maintenance summary data corresponding to the district and county at the prefecture-level; Aggregate the installation and maintenance anomaly summary data of the district and county level corresponding to each district and county under each prefecture-level city under the provincial level to obtain the installation and maintenance anomaly summary data of the prefecture-level city level corresponding to the provincial level; The installation and maintenance anomaly summary data corresponding to each prefecture-level city under the provincial level are quantitatively aggregated to obtain the provincial installation and maintenance anomaly summary data.

4. The method according to claim 3, characterized in that The event notification message corresponding to the supervisory manager level is pushed to the corresponding supervisory manager, including: Sending the event notification message corresponding to the district-level installation and maintenance exception summary data corresponding to each district and county to the corresponding supervisory management personnel of the district and county; wherein, the event notification message corresponding to the district-level supervisory management personnel includes the basic information of each installation and maintenance exception work order in addition to the district-level installation and maintenance exception summary data; Send the event notification message corresponding to each prefecture-level city-level installation and maintenance abnormality summary data to the corresponding supervision and management personnel at the prefecture-level city; If the supervision level corresponding to an installation and maintenance abnormality work order is level 2, the event notification message corresponding to the provincial installation and maintenance abnormality summary data including the installation and maintenance abnormality work order is sent to the corresponding provincial level 2 supervision management personnel; If the supervision level corresponding to an installation and maintenance exception work order is level one, the event notification message corresponding to the provincial installation and maintenance exception summary data including the installation and maintenance exception work order will be sent to the corresponding provincial level two supervision management personnel and provincial level one supervision management personnel.

5. The method according to claim 1, characterized in that The event notification message corresponding to the supervisory manager level is pushed to the corresponding supervisory manager, including: Through 5G SMS, the event notification message corresponding to the supervisory manager level is pushed to the corresponding supervisory manager.

6. The method according to claim 5, characterized in that The event notification message includes the summary data of installation and maintenance anomalies and the jump link of the SMS H5 business applet; Among them, after the supervision manager clicks the jump link, he / she will jump to the page of the SMS H5 business applet. Supervision managers at all levels can communicate on the page of the SMS H5 business applet, so that the district and county-level supervision managers can fill in the reasons for the abnormalities, and the supervision managers at the municipal level and above can give their proposed opinions, thereby realizing online supervision of installation and maintenance abnormal events.

7. The method according to claim 1, characterized in that Before pushing the event notification message corresponding to the supervisory manager level to the corresponding supervisory manager according to the supervisory manager contact information of each supervisory manager level, the method further includes: The event notification messages to be pushed to the supervisory management personnel at other levels except the district and county level are reviewed, and after passing the review, the event notification messages are sent to the corresponding supervisory management personnel.

8. A device for supervising and handling abnormal installation and maintenance events, characterized in that: include: The work order acquisition module is used to obtain all currently unresolved installation and maintenance exception work orders; A rule acquisition module is used to acquire pre-configured installation and maintenance abnormal event supervision rules; wherein the installation and maintenance abnormal event supervision rules include multiple supervision levels and the work order retention time, customer installation urging times and supervision management personnel level corresponding to each supervision level; The level acquisition module is used to find the corresponding supervision level and the level of the supervision manager from the supervision rules of the installation and maintenance abnormal events according to the work order retention time of each installation and maintenance abnormal work order and the number of customer urging installation; The work order aggregation module is used to aggregate the quantity of each installation and maintenance abnormal work order according to the corresponding supervisory management personnel level of each installation and maintenance abnormal work order, and obtain the installation and maintenance abnormal summary data of each supervisory management personnel level; The template acquisition module is used to obtain the event notification template corresponding to each supervisor management level; A message generation module is used to generate an event notification message corresponding to each supervisory management personnel level according to the event notification template corresponding to each supervisory management personnel level and the installation and maintenance abnormality summary data; The contact information acquisition module is used to obtain the contact information of supervisory managers at each supervisory manager level; The message push module is used to push the event notification message corresponding to each supervisory manager level to the corresponding supervisory manager according to the supervisory manager contact information of each supervisory manager level.

9. A computer-readable storage medium, characterized in that: A computer program is stored thereon, and when the computer program is executed in a computer, the computer is caused to execute the method according to any one of claims 1 to 7.

10. A computing device, characterized in that The method comprises a memory and a processor, wherein the memory stores executable codes, and when the processor executes the executable codes, the method according to any one of claims 1 to 7 is implemented.

Images