Work order allocation method and device, electronic equipment and storage medium

Abstract

The invention discloses a work order allocation method and device, electronic equipment and a storage medium, and the method comprises the steps: responding to an obtained work order allocation request, determining a target personnel queue and a target work order queue corresponding to the work order allocation request, the target work order queue comprises at least one work order to be processed; and processing the work order allocation request based on the personnel priority information of the target personnel queue and the work order priority information of the target work order queue to obtain a work order allocation result. According to the method, the personnel queue is constructed based on the personnel capable of executing work order processing, the work order queue is constructed based on the to-be-processed work order, and after the work order allocation request is obtained, automatic matching of the work order and the personnel is performed according to the work order priority in the work order queue and the personnel priority in the personnel queue, so that automatic allocation of the work order is realized, manual allocation is not needed, and the work order allocation efficiency is improved. And the work order distribution accuracy and efficiency are improved.

Description

Technical Field

[0001] The present application relates to the field of information processing technology, and more specifically to a work order allocation method, device, electronic device and storage medium. Background Art

[0002] Work orders are the carriers of workflows. When multiple people or teams need to collaborate to handle a certain transaction, work orders are usually used to connect the entire workflow, so that people or departments at each node in the process can understand the matters that need to be handled and record the results. Currently, work order allocation is usually done manually, which requires work order dispatchers to have strong work order allocation experience. Manual allocation also takes a lot of time and has low allocation efficiency. At the same time, with the continuous changes in work order content, manual allocation can no longer meet the needs of business diversification, reducing the accuracy of work order allocation. Summary of the invention

[0003] In view of this, this application provides the following technical solutions:

[0004] A work order allocation method, comprising:

[0005] In response to obtaining a work order allocation request, determining a target personnel queue and a target work order queue corresponding to the work order allocation request, wherein the target personnel queue includes at least one person who can perform work order processing, and the target work order queue includes at least one work order to be processed;

[0006] Based on the personnel priority information of the target personnel queue and the work order priority information of the target work order queue, the work order allocation request is processed to obtain a work order allocation result.

[0007] Optionally, obtaining the work order allocation request includes at least one of the following:

[0008] If it is detected that the idleness of the target personnel in the personnel queue is greater than the target idleness threshold, a work order allocation request is generated, where the work order allocation request is characterized as a request for allocating a work order to the target personnel;

[0009] If it is detected that the time difference between the processing deadline of the target pending work order in the work order queue and the current time is less than the target time threshold, a work order allocation request is generated, wherein the work order allocation request represents a request to allocate the target pending work order to a person who can execute work order processing;

[0010] If the current time is in the specified time period for work order allocation, a work order allocation request is generated, wherein the work order allocation request represents allocating the to-be-processed work orders in the target work order queue to the target personnel queue.

[0011] Optionally, processing the work order allocation request based on the personnel priority information of the target personnel and the work order priority information of the target work order queue to obtain the work order allocation result includes:

[0012] Based on the personnel priority information of the target personnel and the work order priority information of the target work order queue, the pending work orders in the target work order queue are traversed one by one in order of priority, and each pending work order is assigned to a person in the target personnel queue that matches the priority of the pending work order, until the target work order queue is empty or there is no assignable person in the target personnel queue, thereby obtaining a work order assignment result;

[0013] The personnel processing priority corresponding to the personnel priority information is proportional to the personnel's availability; and the work order priority corresponding to the work order priority information is proportional to the urgency of the work order.

[0014] Optionally, before determining a target personnel queue and a target work order queue corresponding to the work order allocation request, the method further includes:

[0015] Obtaining first dimension information and second dimension information of personnel who can execute work order processing, wherein the first dimension information represents the attribute dimension of the personnel who can execute work order processing, and the second dimension information represents the time dimension information used by the personnel to process work orders, wherein the time dimension information used to process work orders includes the daily work order processing volume and the parallel processing volume of work orders of the personnel;

[0016] Based on the first dimension information, the personnel who can execute the work order processing are divided into at least one personnel queue;

[0017] Based on the second dimension information, determining the personnel priority information of each person in the personnel queue;

[0018] A personnel queue library is generated according to at least one personnel queue marked with personnel priority information, and the target personnel queue represents at least one personnel queue in the personnel queue library.

[0019] Optionally, the method further comprises:

[0020] In response to obtaining personnel change information, determining a first person corresponding to the personnel change information, wherein the personnel change information includes one of a person joining, a person leaving, or a work order being processed;

[0021] Based on the first dimension information of the first person, determining a first person queue in the person queue library;

[0022] Based on the personnel change information, personnel change processing is performed on the first personnel queue.

[0023] Optionally, performing personnel change processing on the first personnel queue based on the personnel change information includes:

[0024] If the personnel change information is that the personnel has left, deleting the first personnel in the first personnel queue; or,

[0025] If the personnel change information is that a person has joined or a work order has been processed, determine the second dimension information of the first person; based on the second dimension information, determine the target position of the first person in the first person queue, and add the first person to the target position in the first person queue.

[0026] Optionally, before determining a target personnel queue and a target work order queue corresponding to the work order allocation request, the method further includes:

[0027] Obtaining third dimension information and fourth dimension information of the work order to be processed, wherein the third dimension information represents the work order category information of the work order to be processed, and the fourth dimension information represents the pending time limit information of the work order to be processed;

[0028] Based on the third dimension information, the to-be-processed work orders are divided into at least one work order queue;

[0029] Based on the fourth dimension information, determining the work order priority information of each to-be-processed work order in the work order queue;

[0030] A work order queue library is generated according to at least one of the work order queues marked with work order priority information, and the target work order queue represents at least one work order queue in the work order queue library.

[0031] Optionally, the method further comprises:

[0032] In response to obtaining the work order change information, determining a first work order corresponding to the work order change information;

[0033] Based on the third dimension information corresponding to the first work order, determining a first work order queue in the work order queue library;

[0034] Based on the priority information of the first work order, the first work order queue is updated.

[0035] Optionally, the method further comprises:

[0036] Based on the work order allocation result, updating the target personnel queue and the target work order queue;

[0037] If the to-be-processed work order in the target work order queue includes at least one to-be-processed subtask, and each to-be-processed subtask corresponds to a different personnel queue, and the current to-be-processed subtask of the to-be-processed work order is processed by the target personnel in the target personnel queue, determine a second work order queue corresponding to the to-be-processed work order;

[0038] Add the pending work order to the second work order queue.

[0039] A work order distribution device, comprising:

[0040] a determining unit, configured to determine, in response to obtaining a work order allocation request, a target personnel queue and a target work order queue corresponding to the work order allocation request, wherein the target personnel queue includes at least one person who can perform work order processing, and the target work order queue includes at least one work order to be processed;

[0041] The processing unit is used to process the work order allocation request based on the personnel priority information of the target personnel queue and the work order priority information of the target work order queue to obtain a work order allocation result.

[0042] An electronic device, comprising:

[0043] A memory, used to store applications and data generated by the operation of the applications;

[0044] The processor is used to execute the application program to implement the work order allocation method as described in any one of the above.

[0045] A storage medium stores a computer program, and when the computer program is executed by a processor, the work order allocation method as described in any one of the above is implemented.

[0046] Through the above technical solutions, it can be known that the present application discloses a work order allocation method, device, electronic device and storage medium, the method comprising: in response to obtaining a work order allocation request, determining a target personnel queue and a target work order queue corresponding to the work order allocation request, the target personnel queue including at least one person who can perform work order processing, and the target work order queue including at least one work order to be processed; based on the personnel priority information of the target personnel queue and the work order priority information of the target work order queue, processing the work order allocation request to obtain a work order allocation result. The present application constructs a personnel queue based on personnel who can perform work order processing, and constructs a work order queue based on work orders to be processed. After obtaining a work order allocation request, the work order and the personnel are automatically matched according to the work order priority in the work order queue and the personnel priority in the personnel queue, so as to realize automatic allocation of work orders without manual allocation, thereby improving the accuracy and efficiency of work order allocation. BRIEF DESCRIPTION OF THE DRAWINGS

[0047] In order to more clearly illustrate the technical solutions in the embodiments of the present application, the drawings required for use in the description of the embodiments will be briefly introduced below. Obviously, the drawings described below are merely embodiments of the present application. For ordinary technicians in this field, other drawings can be obtained based on the provided drawings without paying any creative work.

[0048] Figure 1 A schematic diagram of an application scenario of the work order allocation method in some embodiments of the present application;

[0049] Figure 2 A flowchart of a work order allocation method provided in an embodiment of the present application;

[0050] Figure 3 A schematic diagram of a personnel queue provided in an embodiment of the present application;

[0051] Figure 4 A schematic diagram of an application scenario of a work order distribution system provided in an embodiment of the present application;

[0052] Figure 5 A schematic diagram of the structure of a work order distribution device provided in an embodiment of the present application. DETAILED DESCRIPTION

[0053] The following will be combined with the drawings in the embodiments of the present application to clearly and completely describe the technical solutions in the embodiments of the present application. Obviously, the described embodiments are only part of the embodiments of the present application, not all of the embodiments. Based on the embodiments in the present application, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of this application.

[0054] The terms "first" and "second" etc. in this application are used to distinguish different objects, rather than to describe a specific order. In addition, the terms "including" and "having" and any of their variations are intended to cover non-exclusive inclusions. For example, a process, method, system, product or device that includes a series of steps or units is not limited to the listed steps or units, but may include steps or units that are not listed. The modifications of "one" and "multiple" mentioned in this application are illustrative and non-restrictive, and those skilled in the art should understand that unless otherwise clearly indicated in the context, it should be understood as "one or more".

[0055] The present application will be described in detail below with reference to the accompanying drawings and in combination with embodiments.

[0056] See also Figure 1 , Figure 1 It is a schematic diagram of an application scenario of the work order allocation method of some embodiments of the present application.

[0057] exist Figure 1 In the application scenario, the system architecture may include a terminal device 101, a network 102 and a server 103. The network 102 is used to provide a medium for a communication link between the terminal device 101 and the server 103. The network 102 may include various connection types, such as wired, wireless communication links or optical fiber cables, etc. The terminal device 101 may be various electronic devices with a display screen and supporting information processing, including but not limited to smart phones, tablet computers, portable computers, desktop computers, smart watches, smart wearable devices, etc. Among them, the server 103 may be hardware or software. When the server 103 is hardware, it can be implemented as a distributed cluster consisting of multiple servers or terminal devices, or it can be implemented as a single server or a single terminal device ( Figure 1 When the server is software, it can be installed in the hardware device exemplified above, and it can be implemented as multiple software or software modules for providing distributed services, or it can be implemented as a single software or software module, which is not limited.

[0058] Various applications can be installed on the terminal device 101. When the user operates various applications, a work order allocation request can be generated through the terminal device, or a work order to be processed can be sent to the server 103. Then, the target personnel queue and the target work order queue corresponding to the work order allocation request are obtained through the server 103, and the work order priority information in the target work order queue and the personnel priority information of the target personnel queue are obtained. Based on the personnel priority information and the work order priority information, the matching of the work order to be processed and the personnel is completed to obtain the work order allocation result. When allocating work orders, the present application can directly obtain the personnel queue and the work order queue storing the personnel and the work order to be processed, and then automatically match based on the priority information without manual intervention, thereby improving the processing efficiency and accuracy of the work order allocation.

[0059] Figure 1 The number of terminal devices 101, networks 102 and servers 103 in the embodiment is only for illustration. According to the implementation requirements, there may be any number of terminal devices, networks and servers.

[0060] See also Figure 2 , is a flow chart of a work order allocation method provided in an embodiment of the present application, the method may include the following steps:

[0061] S201. In response to obtaining a work order allocation request, determine a target personnel queue and a target work order queue corresponding to the work order allocation request.

[0062] S202: Based on the personnel priority information of the target personnel queue and the work order priority information of the target work order queue, the work order allocation request is processed to obtain a work order allocation result.

[0063] In some embodiments, the execution subject of the work order allocation method can be a terminal device or a server. For example, the execution subject can be Figure 1 Server 103 shown. For ease of description, the execution subject of the work order allocation method is referred to as the target server. Among them, the work order allocation request can be generated by the target server. For example, when the target server receives the work order to be allocated information or idle personnel information sent by the terminal device, it will automatically generate a work order allocation request so that the target server executes the subsequent work order allocation process based on the work order allocation request. Correspondingly, the work order allocation request can also be generated by a terminal device or other server that is data-connected to the target server. For example, the work order allocation request can also be generated by the terminal device of the personnel. When the terminal device of the personnel who can process the work order detects that the personnel currently has no work order processing tasks, a work order allocation request can be generated and sent to the target server. For another example, the work order allocation request can also be generated by the current business system, that is, when the business system receives an unprocessed work order in the business scenario and needs the corresponding personnel to process the work order, it can also generate a work order allocation request and send the work order allocation request to the target server.

[0064] In step S201, the work order allocation request can be generated based on the current allocation needs, such as the existence of work orders that need to be processed urgently, or the existence of relatively idle personnel who can execute work order processing; the work order allocation request can also be automatically triggered based on the current time or current allocation conditions. For example, in a certain business system, the work order allocation will be automatically triggered at 9:00 every day, that is, the current pending work orders will be matched with the current personnel who can execute work order processing, so as to maximize the allocation of all pending work orders to the corresponding personnel.

[0065] In the existing work order allocation scenarios, usually when there is a need for work order allocation, the work order to be allocated and the information of the personnel who can currently handle the corresponding work order are obtained. This requires re-parsing the work order content or the current workload of the personnel and other information. The matching process is relatively cumbersome and it is impossible to quickly match the work orders. In order to achieve fast and accurate allocation of work orders in the embodiments of the present application, a personnel queue of personnel who can execute work order processing and a work order queue of work orders to be processed can be created and maintained. Therefore, the current personnel status information can be obtained through the personnel queue, and the status information of the work orders to be processed can be obtained through the work order queue, so as to achieve rapid matching of personnel and work orders.

[0066] After obtaining a work order allocation request, the target personnel and target work order queue corresponding to the work order allocation request can be determined according to the specific task corresponding to the work order allocation request. Among them, the target personnel queue includes at least one person who can execute work order processing, and the target work order queue includes at least one work order to be processed. For example, if the work order allocation request is a request to allocate a work order that currently needs to be processed urgently, then the type of the work order needs to be obtained. For example, in an e-commerce application scenario, the work order type can be divided into pre-sales consultation or after-sales service types. In a video service application scenario, the work order can be determined based on the type of video that generates the work order. The type of the work order can also be determined based on the department to which the personnel required for processing the work order belong.

[0067] After obtaining the type of the pending work order, the target work order queue corresponding to the type can be obtained, and it is detected whether there are still work orders with a higher priority than the pending work order in the target work order queue. If so, the work orders with a higher priority than the pending work order in the work order queue and the pending work order are allocated at the same time to avoid the problem of not processing the corresponding work order within the target period. It is also possible to allocate the corresponding work order according to the work order allocation rules in the determined target work order queue. When allocating the pending work order, it is also necessary to determine the target personnel queue according to the type of the pending work order, and the personnel in the target personnel queue can meet the current processing requirements of the pending work order, that is, the work order processing field of the personnel in the target personnel queue matches the type of the pending work order. For another example, the allocation task of the work order allocation request is to allocate the corresponding pending work order to the current idle personnel. The target personnel queue can be determined according to the business department to which the current idle personnel belongs, and it is detected whether there are personnel with a higher priority than the current idle personnel in the target personnel queue, that is, the idleness is greater than the current idle personnel. If there are, they will be allocated together when allocating the work order this time. It is also possible to allocate the corresponding work orders according to the personnel configuration information in the determined target personnel queue and the allocation rules of the target personnel queue. For example, in order to ensure that there are personnel who can undertake urgent tasks in the personnel queue, the number of work orders allocated to the idle personnel or the complexity of work order processing can be determined by the work order holdings of the current personnel in the target personnel queue, so that the matching of work orders and personnel is more in line with the current application scenario. If the work order allocation task corresponding to the work order allocation request is a timed task, the work order allocation type corresponding to the current time period can be obtained. For example, for a business system, there are many types of work orders that can be generated, and different work orders can be allocated through different time periods. According to the work order allocation type, the corresponding target personnel queue and target work order queue are determined, and then they are allocated one by one, that is, the work order with the tightest processing deadline is allocated to the most idle personnel for processing, until the allocation is maximized, that is, there are no work orders that can be allocated in the target work order queue, or the work order processing volume of the personnel in the target personnel queue reaches saturation.

[0068] Specifically, when processing a work order allocation request, that is, matching work orders with personnel, it can be done based on the personnel priority information of the target personnel queue and the work order priority information of the target work order queue, wherein the personnel priority information represents the personnel's idleness, and the personnel priority information is proportional to the personnel's idleness, that is, the greater the personnel's idleness, the higher their priority. The work order priority information represents the urgency of the work order, and the work order priority is proportional to the urgency of the work order, that is, the closer the processing deadline of the work order is to the current time, the higher its priority. In this way, when processing work order allocation requests based on the personnel priority information and the work order priority information, it can be ensured that urgent work orders are processed first, and it can also be ensured that the personnel's work order processing volume matches their actual processing capacity, thereby ensuring that the work order is completed on time and with quality, and achieving the accuracy and efficiency of work order allocation.

[0069] The work order allocation method provided in the embodiment of the present application can realize automatic allocation of work orders without the participation of professionals. By maintaining and creating personnel queues and work order queues, it is possible to obtain priority information about personnel and priority information of work orders to be processed, realize automatic matching of personnel and work orders, ensure the efficiency and accuracy of work order allocation, and further ensure the timeliness and processing quality of work orders.

[0070] Some implementation methods of the embodiments of the present application are described below in combination with actual application scenarios.

[0071] In one implementation of the present application, Figure 2 The obtaining of the work order allocation request in step S201 of the illustrated embodiment includes at least one of the following:

[0072] Method 1: If it is detected that the idleness of the target personnel in the personnel queue is greater than the target idleness threshold, a work order allocation request is generated, and the work order allocation request is characterized as a request for allocating a work order to the target personnel.

[0073] Method 2: If it is detected that the time difference between the processing deadline of the target pending work order in the work order queue and the current time is less than the target time threshold, a work order allocation request is generated, wherein the work order allocation request represents a request to allocate the target pending work order to a person who can execute work order processing.

[0074] Method three: if the current time is in the specified time period for work order allocation, a work order allocation request is generated, wherein the work order allocation request represents allocating the to-be-processed work orders in the target work order queue to the target personnel queue.

[0075] In the embodiments of the present application, any of the above situations can trigger the allocation of work orders, and timely allocation of work orders or personnel can be achieved to avoid the problem of missing pending work orders. In addition, the processing period of the work orders in the work order queue can be monitored in real time to ensure that the work orders can be processed within the period. The fairness of the work order allocation to personnel and the efficiency of work order processing can be ensured by monitoring the idleness of personnel in the personnel queue, avoiding the problem of work orders not being processed in time due to improper work order allocation. Through timed allocation, it can be ensured that the pending work orders in the work order queue are allocated to the maximum extent, avoiding the problem of work order retention and other problems.

[0076] Specifically, in the above-mentioned method 1, the idleness of the target personnel can be determined according to the current processing load of the target personnel. For example, by setting a monitoring thread in the terminal device corresponding to the target personnel, the workload of the current target personnel in executing the work order processing can be obtained. If the workload is large, it means that the target personnel is relatively busy. It can also be to compare the work orders to be completed by the target personnel every day with the completed work order data to determine the idleness of the target personnel. Specifically, it can be to monitor the feedback progress data of the work order processing by the target personnel to determine its idleness. It is also possible to monitor the processing resources of the target personnel. If the target personnel occupies more processing resources, it means that they are relatively busy, wherein the processing resources may include the corresponding database, processing thread, network data transmission volume, etc. In the second method, the work order feature information of each work order to be processed in the work order queue can be parsed to obtain the processing period of the target work order to be processed. For example, each work order to be processed will be configured with its corresponding work order feature information, and the work order feature information includes the work order source, work order content, and work order attribute information. The processing period of the work order can be obtained from the work order attribute information. Correspondingly, the processing deadlines for work orders from different sources in different business systems may also be different. For example, in an emergency business subsystem, the processing deadline for pending work orders from its source will be relatively short.

[0077] Taking the timed allocation of work orders as an example, in this application Figure 2 In step S202 of the illustrated embodiment, based on the personnel priority information of the target personnel and the work order priority information of the target work order queue, the work order allocation request is processed to obtain the work order allocation result, including:

[0078] Based on the personnel priority information of the target personnel and the work order priority information of the target work order queue, the pending work orders in the target work order queue are traversed one by one in order of priority, and each pending work order is assigned to a person in the target personnel queue that matches the priority of the pending work order, until the target work order queue is empty or there are no assignable personnel in the target personnel queue, and the work order assignment result is obtained.

[0079] In this application scenario, the work order allocation result is the matching result between each work order and personnel in the target work order queue, such as allocating work order A to personnel f, and work order B to personnel c, etc. During the allocation process, it is ensured that the work order with the shortest time limit is allocated to the most idle personnel, thereby improving the efficiency of subsequent work order processing and ensuring that the work order is completed on schedule.

[0080] Correspondingly, in the embodiment of the present application, it also includes: based on the work order allocation result, updating the target personnel queue and the target work order queue.

[0081] The assigned work order information can be deleted in the target work order queue. The current work order quantity of each person in the target personnel queue can be determined based on the assignment result, and then the priority of each person can be recalculated and the personnel in the target personnel queue can be reordered according to the priority.

[0082] Further, if the pending work order in the target work order queue includes at least one pending subtask, and each pending subtask corresponds to a different personnel queue, and the current pending subtask of the pending work order has been processed by the target personnel in the target work order personnel queue, a second work order queue corresponding to the pending work order is determined, and the pending work order is added to the second work order queue.

[0083] For example, a work order to be processed includes a video online test task and a video barrage display test task. The work order queue corresponding to the video online test task can be the online test queue, and the work order queue corresponding to the video barrage display test task can be the user service queue. Therefore, when assigning the work order, it can be matched with the personnel who handle it according to the queue of the online test service personnel. After the video online test is completed, the work order is assigned to the user service queue, and then matched with the experience personnel queue, and then assigned to the corresponding personnel to realize the video barrage display test. In this embodiment, it is ensured that when a work order has multiple tasks, the corresponding processing personnel can be matched based on the task characteristics of each task. At the same time, after the current task is completed, it can automatically flow to the next allocation process, avoiding the problem that multi-task work orders cannot be accurately completed when assigned to the same person, and can also solve the problem that work orders cannot be circulated normally, thereby improving the accuracy and efficiency of work order allocation.

[0084] The specific implementation method of the personnel queue and the work order queue in the embodiment of the present application is described below.

[0085] In one implementation of the embodiment of the present application, a method for generating a work order queue library is also provided, and the method may include:

[0086] Obtain first dimension information and second dimension information of personnel who can execute work order processing; based on the first dimension information, divide the personnel who can execute work order processing into at least one personnel queue; based on the second dimension information, determine the personnel priority information of each personnel in the personnel queue; and generate a personnel queue library based on at least one personnel queue marked with personnel priority information.

[0087] Among them, the first dimension information can be the attribute dimension of the personnel who can perform work order processing. The specific information corresponding to the personnel attribute dimension can include relevant information of the department to which the personnel belongs, information on the types of work orders that the personnel are good at processing, feedback evaluation information on the work orders that the personnel have processed, etc., that is, the first dimension information can be used to determine the type of personnel so that the corresponding type of work orders can be assigned to them later. The second dimension information represents the time dimension information used by the personnel to process work orders. The time dimension information used to process work orders includes the daily work order processing volume and the parallel processing volume of work orders of the personnel. The current work order processing volume and the parallel processing volume of work orders of the personnel can be determined through the second dimension information, so that when the work order is allocated for the first time on the same day, the current idleness of the personnel and the number of work orders that can be undertaken can be determined by referring to the second dimension information. After the first work order allocation, the progress and number of completed work orders of the personnel, the working hours of the personnel and other information are recorded, so that the current number of work orders that the personnel can undertake and the current parallel processing volume can be updated in real time, so as to determine the current idleness of the personnel and the number of work orders that can be undertaken.

[0088] In order to more accurately allocate work orders, the attribute information of the personnel who can execute work order processing, that is, the first dimension information, can be divided into different personnel queues, such as pre-sales maintenance personnel queue, after-sales answering personnel queue, logistics update personnel queue, etc. Then, according to the first dimension information of each person, it is divided into the corresponding personnel queue. According to the second dimension information of the personnel, the priority information of each person in the corresponding personnel queue is determined, so as to determine the position of the personnel in the personnel queue according to the priority information. The personnel queue marked with personnel priority information means that each person in the personnel queue is marked with relevant information representing its idleness, and the corresponding marked personnel priority information can also be indirectly obtained through the position of the personnel in the personnel queue. For example, the person in the first position in the current personnel queue is the idlest person in the queue. Finally, according to at least one personnel queue marked with personnel priority information, a personnel queue library is generated. When there is a personnel call demand, the personnel queue library can be accessed first to obtain the personnel queue matching the personnel call demand type, and then the target personnel with a higher idleness can be obtained from the personnel queue.

[0089] See also Figure 3 , is a schematic diagram of a personnel queue library provided in an embodiment of the present application, in Figure 3It includes n personnel who can perform work order processing. According to the attribute characteristics of each personnel, it can be concluded that personnel 1, personnel 2, personnel 4, etc. belong to personnel queue 1, and personnel 3, etc. belong to personnel queue 2, thereby obtaining m personnel queues, which constitute the personnel queue library. Taking personnel queue 1 as an example, the idleness of the personnel is determined according to the second dimension information of each personnel, and the personnel in personnel queue 1 are sorted, that is, in personnel queue 1, personnel 2 is the most idle person in the queue, followed by personnel 1, and then personnel 4, etc. In this way, when there is a work order allocation demand and the personnel in personnel queue 1 need to be called for processing, personnel 2 can be called first to process the work order, thereby ensuring the processing efficiency of the work order.

[0090] Furthermore, the information in the personnel queue can be updated according to the personnel's status and the personnel's processing of the currently completed work orders. In one embodiment, it also includes:

[0091] In response to obtaining the personnel change information, a first person corresponding to the personnel change information is determined. Based on the first dimension information of the first person, the first personnel queue is determined in the personnel queue library; if the personnel change information is that the person has left, the first person is deleted from the first personnel queue; if the personnel change information is that the person has joined or the work order has been processed, the second dimension information of the first person is determined; based on the second dimension information, the target position of the first person in the first personnel queue is determined, and the first person is added to the target position in the first personnel queue.

[0092] Specifically, each person in the personnel queue is sorted according to the personnel priority information, that is, sorted according to the personnel's idleness. For example, the personnel queue includes personnel A, personnel B, personnel C and personnel D, among which personnel A is the most idle and is ranked in the first position in the personnel queue. The idleness of personnel B is greater than that of personnel C, and the idleness of personnel C is greater than that of personnel D. Then, personnel B can be ranked in the second position in the personnel queue, personnel C can be ranked in the third position in the personnel queue, and personnel D can be ranked in the fourth position in the personnel queue. Then, when there is personnel change information for the personnel in the personnel queue, the current idleness of the first person is determined according to the current second dimension information of the first person corresponding to the change information. If the idleness is represented by the number of work orders to be processed that can be currently allocated to the personnel, such as personnel A currently has 5 work orders to be processed, personnel B has 3 processing surpluses, personnel C has 2 processing surpluses, and personnel D has 1 processing surplus. If the first person is a newly joined person and his current processing margin is 4, it can be determined that it is greater than the processing margin of person B. The target position of the first person in the first person queue should be the second position, that is, the original position of person B. The first person is then added to the second position of the queue, and person B becomes the third position, person C becomes the fourth position, and person D is in the fifth position.

[0093] Among them, the personnel change information includes one of personnel joining, personnel leaving or work order being processed. Personnel joining can be personnel coming online, that is, they can execute work order processing. Personnel leaving can refer to personnel going offline, such as personnel leaving get off work, taking leave, etc., that is, they can no longer execute work order processing. If a person leaves, the person is directly deleted from the personnel queue. If a person comes online, it is necessary to detect whether he has unfinished work orders, the number of work orders he can undertake every day, the maximum parallel processing capacity, etc., so as to obtain the second dimension information, determine the position of the personnel queue where he can be inserted, and insert it into the corresponding personnel queue. If it is detected that the work order currently processed by the first person is completed, his second dimension information can also be recalculated to update his position in the personnel queue. To ensure that the information of the personnel in the personnel queue matches the current application scenario, thereby ensuring the real-time accuracy of work order allocation.

[0094] In one implementation of the embodiment of the present application, a method for generating a work order queue library is also provided, and the method may include:

[0095] Obtain third dimension information and fourth dimension information of the work orders to be processed; based on the third dimension information, divide the work orders to be processed into at least one work order queue; based on the fourth dimension information, determine the work order priority information of each work order to be processed in the work order queue; and generate a work order queue library based on at least one work order queue marked with work order priority information.

[0096] The third dimension information represents the work order category information of the pending work order, and the fourth dimension information represents the pending time limit information of the pending work order. The third dimension information can be used to determine the category of the work order, so as to match the corresponding type of personnel for subsequent processing. The fourth dimension information can be used to determine the priority of the pending work order, and then determine the position of the pending work order in the corresponding work order queue.

[0097] Furthermore, the method further comprises:

[0098] In response to obtaining the work order change information, determining a first work order corresponding to the work order change information;

[0099] Based on the third dimension information corresponding to the first work order, determine the first work order queue in the work order queue library;

[0100] Based on the priority information of the first work order, the first work order queue is updated.

[0101] Among them, the work order change information may be that the work order has been assigned, and the first work order queue to which the work order belongs is directly determined, and then its position in the first work order queue is determined according to the priority information of the work order, and the position is queried, and the work order at the position is deleted. The work order change information may also be that the time information such as the processing period of the work order has changed, so that the priority is recalculated according to the changed information, and then its position in the corresponding work order queue is updated. The work order change information may also include the addition of a new work order, and the work order queue to which it belongs is determined according to the type of the work order, that is, the third dimension information, and its priority is calculated according to its processing period to determine the position to insert into the queue, so as to insert the work order into the corresponding queue. Through the creation and maintenance of the work order queue library, it can be ensured that the work order is assigned in a timely manner, and the work order can be processed and completed within the specified processing period, which improves the efficiency and accuracy of work order allocation.

[0102] The work order allocation method of the embodiment of the present application is described below in conjunction with a specific application scenario. Figure 4 , is a schematic diagram of an application scenario of a work order allocation system provided in an embodiment of the present application. The work order allocation system may include a personnel queue subsystem, a work order queue subsystem and an allocation decision subsystem, and may also include a personnel queue and a work order waiting to be allocated queue.

[0103] The personnel queue subsystem is used to sort the current online work order processing personnel in reverse order according to the daily processing upper limit remaining amount and the work order parallel processing remaining amount of each personnel, and put them into their respective personnel degree columns to ensure that the head of each personnel queue is the most idle person. The work order queue subsystem is used to sort the pending work orders according to the remaining processing time, and put them into the corresponding work order queue according to the configured routing rules (that is, the field information included in the work order that matches the processing requirements), to ensure that the work orders in each work order queue are the most urgent pending work orders. The allocation decision subsystem is used to receive messages from different external systems, mainly including personnel idle messages, work order pending messages, and execution time reached messages. When these messages are obtained, the corresponding subsystem will be found to obtain the corresponding personnel queue and work order queue. During allocation, the head person and work order can be obtained in the personnel queue and work order queue, and the person and work order can be connected in parallel to complete the allocation. Figure 4 The scene diagram shown also shows an external work order system, which is mainly used to generate work orders to be processed; and an external employee system, which is mainly used to generate messages about employees going online or offline.

[0104] The personnel queue subsystem mainly receives messages about personnel going online, personnel going offline, and work orders being processed. The personnel queue subsystem can be a subsystem in the current business system used to manage personnel information, or an external employee system can be connected to the personnel queue subsystem so that the personnel queue subsystem can obtain the status of each employee in the external employee system in real time. After receiving the above message, the personnel queue subsystem queries the relevant information of the personnel (including personnel daily processing online and real-time parallel processing online) through the API (Application Programming Interface) of the external employee system, and queries the relevant information being processed (including the number of work orders processed on the day and the real-time parallel processing volume, etc.) through the work order API. The priority of the personnel is calculated by formula (1). The priority is proportional to the idleness of the personnel. The idleness of the personnel can be determined by the remaining processing volume and parallel processing volume of the work orders processed by the personnel on the day:

[0105] m+n*10^(-(lg(n+1)+1))(1)

[0106] Among them, m represents the remaining processing capacity for the day, and n represents the remaining capacity for parallel processing.

[0107] At the same time, the team to which the person belongs can be determined by querying. According to the priority calculated above, the person can be inserted into the corresponding position of the corresponding person queue, and then a "personnel idle" message is sent to the allocation decision subsystem. When the person offline message is received, the person needs to be deleted from the corresponding queue.

[0108] The work order queue subsystem mainly receives the work order processing event. After receiving the event, the work order obtains the work order information through the work order details API and obtains the work order routing information through the routing configuration API. According to the routing information, determine which work order queue the work order should be placed in. Then, according to the processing deadline in the work order details, the sorting priority is calculated by formula (2). The priority is proportional to the processing deadline of the work order. The shorter the processing deadline, the higher the corresponding priority. Furthermore, when determining the priority of the work order based on the processing deadline, it is also necessary to set corresponding weights for different work order types to make the calculation process more accurate and meet the actual application needs:

[0109] (N*86400)–M(2)

[0110] Among them, N represents the manually specified weight coefficient: different types of work orders have different coefficients, which are specified by the responsible team corresponding to the work order, and N is usually 1; M represents the remaining processing time (seconds): each work order has a processing deadline, and the processing deadline-current time = remaining processing time. This formula ensures that the shorter the remaining processing time, the earlier the work order will be assigned. The work order is inserted into the corresponding position in the work order queue according to the priority information.

[0111] The essence of the work order routing information is a set of judgment conditions for work order attributes, which determines what kind of work order will be placed in which work order queue. It can also be understood that the work order routing information includes a series of fields that characterize the type of work order, such as the source of the work order, the business type to which the work order belongs, and so on.

[0112] The allocation decision subsystem mainly receives two types of messages, including staff idleness and work order blocking. When receiving the staff idleness message, the staff queue is obtained through the staff management API, and the corresponding work order queue is obtained at the same time. Compare the remaining processing time of the first work order in the work order queue (wherein, there may be a situation where a person obtains multiple queues, that is, the person can handle different types of work orders), and assign the work order with the least remaining processing time to the person. After the allocation, the parallel processing capacity and current processing capacity of the person are updated. Among them, the work order blocking message means that there are currently many pending work orders that need to be allocated.

[0113] If there is a timed allocation, take out the scheduled personnel queue and work order queue, and continuously traverse the work orders in the work order queue and allocate them to the personnel queue until the work order queue becomes empty or the personnel queue can no longer be allocated. For example, the work orders can be allocated at 9 o'clock every day, and then the personnel queue and work order queue that need to be allocated at 9 o'clock are obtained for matching and allocation.

[0114] The work order allocation method provided by the embodiment of the present application uses an ordered personnel queue and work order queue to ensure that the work orders and personnel are sorted according to their respective rules. When allocating, only the first work order and personnel in the queue are obtained, so that the system can achieve high concurrent allocation. And when allocating, the workload of the personnel is taken into consideration to ensure that the workload of the personnel will not be overloaded. A work order routing mechanism is added to automatically find the personnel queue that needs to be allocated, eliminating the problem of manual allocation. The efficiency and accuracy of work order allocation are improved.

[0115] In another embodiment of the present application, a work order distribution device is also provided. Figure 5 , the device comprises:

[0116] A determination unit 501 is configured to determine, in response to obtaining a work order allocation request, a target personnel queue and a target work order queue corresponding to the work order allocation request, wherein the target personnel queue includes at least one person who can perform work order processing, and the target work order queue includes at least one work order to be processed;

[0117] The processing unit 502 is used to process the work order allocation request based on the personnel priority information of the target personnel queue and the work order priority information of the target work order queue to obtain a work order allocation result.

[0118] Optionally, the determining unit includes a first obtaining unit, configured to obtain a work order allocation request, wherein the first obtaining unit is configured to include at least one of the following:

[0119] If it is detected that the idleness of the target personnel in the personnel queue is greater than the target idleness threshold, a work order allocation request is generated, where the work order allocation request is characterized as a request for allocating a work order to the target personnel;

[0120] If it is detected that the time difference between the processing deadline of the target pending work order in the work order queue and the current time is less than the target time threshold, a work order allocation request is generated, wherein the work order allocation request represents a request to allocate the target pending work order to a person who can execute work order processing;

[0121] If the current time is in the specified time period for work order allocation, a work order allocation request is generated, wherein the work order allocation request represents allocating the to-be-processed work orders in the target work order queue to the target personnel queue.

[0122] Optionally, the processing unit is configured to:

[0123] Based on the personnel priority information of the target personnel and the work order priority information of the target work order queue, the pending work orders in the target work order queue are traversed one by one in order of priority, and each pending work order is assigned to a person in the target personnel queue that matches the priority of the pending work order, until the target work order queue is empty or there is no assignable person in the target personnel queue, thereby obtaining a work order assignment result;

[0124] The personnel processing priority corresponding to the personnel priority information is proportional to the personnel's availability; and the work order priority corresponding to the work order priority information is proportional to the urgency of the work order.

[0125] Optionally, the work order distribution device further includes a first generating unit, wherein the first generating unit:

[0126] A second acquisition subunit is used to obtain first dimension information and second dimension information of personnel who can execute work order processing, wherein the first dimension information represents the attribute dimension of the personnel who can execute work order processing, and the second dimension information represents the time dimension information used by the personnel to process work orders, and the time dimension information used to process work orders includes the daily work order processing volume and the parallel work order processing volume of the personnel;

[0127] A first division subunit is used to divide the personnel who can execute work order processing into at least one personnel queue based on the first dimension information;

[0128] A first determining subunit, configured to determine the personnel priority information of each person in the personnel queue based on the second dimension information;

[0129] The first generating subunit is configured to generate a personnel queue library according to at least one personnel queue marked with personnel priority information, wherein the target personnel queue represents at least one personnel queue in the personnel queue library.

[0130] Optionally, the first generating unit further includes a first updating unit, and the first updating unit is configured to:

[0131] In response to obtaining personnel change information, determining a first person corresponding to the personnel change information, wherein the personnel change information includes one of a person joining, a person leaving, or a work order being processed;

[0132] Based on the first dimension information of the first person, determining a first person queue in the person queue library;

[0133] Based on the personnel change information, personnel change processing is performed on the first personnel queue.

[0134] Optionally, performing personnel change processing on the first personnel queue based on the personnel change information includes:

[0135] If the personnel change information is that the personnel has left, deleting the first personnel in the first personnel queue; or,

[0136] If the personnel change information is that a person has joined or a work order has been processed, determine the second dimension information of the first person; based on the second dimension information, determine the target position of the first person in the first person queue, and add the first person to the target position in the first person queue.

[0137] Optionally, the work order distribution device further includes a second generating unit, and the second generating unit includes:

[0138] A third acquisition subunit is used to obtain third dimensional information and fourth dimensional information of the work order to be processed, wherein the third dimensional information represents the work order category information of the work order to be processed, and the fourth dimensional information represents the pending time limit information of the work order to be processed;

[0139] A second division subunit, configured to divide the to-be-processed work order into at least one work order queue based on the third dimension information;

[0140] A second determining subunit, configured to determine work order priority information of each to-be-processed work order in the work order queue based on the fourth dimension information;

[0141] The second generating subunit is configured to generate a work order queue library according to at least one of the work order queues marked with work order priority information, wherein the target work order queue represents at least one work order queue in the work order queue library.

[0142] Optionally, the second generating unit further includes: a second updating subunit, wherein the second updating subunit is configured to:

[0143] In response to obtaining the work order change information, determining a first work order corresponding to the work order change information;

[0144] Based on the third dimension information corresponding to the first work order, determining a first work order queue in the work order queue library;

[0145] Based on the priority information of the first work order, the first work order queue is updated.

[0146] Optionally, the device further comprises:

[0147] A queue updating unit, configured to update the target personnel queue and the target work order queue based on the work order allocation result;

[0148] A work order flow unit is used to determine a second work order queue corresponding to the pending work order if the pending work order in the target work order queue includes at least one pending subtask, and each pending subtask corresponds to a different personnel queue, and the current pending subtask of the pending work order is completed by the target personnel in the target personnel queue; and add the pending work order to the second work order queue.

[0149] It should be noted that the specific implementation of each unit and sub-unit in this embodiment can refer to the corresponding content in the previous text and will not be described in detail here.

[0150] In another embodiment of the present application, a storage medium is provided, on which a computer program is stored. When the computer program is executed by a processor, the work order allocation method as described in any one of the above items is implemented.

[0151] In another embodiment of the present application, an electronic device is further provided, and the electronic device may include:

[0152] A memory, used to store applications and data generated by the operation of the applications;

[0153] A processor is used to execute the application program to implement the work order allocation method as described in any one of the above items.

[0154] It should be noted that the specific implementation of the processor in this embodiment can refer to the corresponding content in the previous text and will not be described in detail here.

[0155] In this specification, each embodiment is described in a progressive manner, and each embodiment focuses on the differences from other embodiments. The same or similar parts between the embodiments can be referred to each other. For the device disclosed in the embodiment, since it corresponds to the method disclosed in the embodiment, the description is relatively simple, and the relevant parts can be referred to the method part.

[0156] Professionals may further appreciate that the units and algorithm steps of each example described in conjunction with the embodiments disclosed herein can be implemented in electronic hardware, computer software, or a combination of the two. In order to clearly illustrate the interchangeability of hardware and software, the composition and steps of each example have been generally described in the above description according to function. Whether these functions are performed in hardware or software depends on the specific application and design constraints of the technical solution. Professionals and technicians may use different methods to implement the described functions for each specific application, but such implementation should not be considered to be beyond the scope of this application.

[0157] The steps of the method or algorithm described in conjunction with the embodiments disclosed herein may be implemented directly using hardware, a software module executed by a processor, or a combination of the two. The software module may be placed in a random access memory (RAM), a memory, a read-only memory (ROM), an electrically programmable ROM, an electrically erasable programmable ROM, a register, a hard disk, a removable disk, a CD-ROM, or any other form of storage medium known in the art.

[0158] The above description of the disclosed embodiments enables those skilled in the art to implement or use the present application. Various modifications to these embodiments will be apparent to those skilled in the art, and the general principles defined herein may be implemented in other embodiments without departing from the spirit or scope of the present application. Therefore, the present application will not be limited to the embodiments shown herein, but will conform to the widest scope consistent with the principles and novel features disclosed herein.

Claims

1. A work order allocation method, characterized in that: include: In response to obtaining a work order allocation request, determining a target personnel queue and a target work order queue corresponding to the work order allocation request, wherein the target personnel queue includes at least one person who can perform work order processing, and the target work order queue includes at least one work order to be processed; Based on the personnel priority information of the target personnel queue and the work order priority information of the target work order queue, the work order allocation request is processed to obtain a work order allocation result.

2. The method according to claim 1, characterized in that The obtaining of the work order allocation request includes at least one of the following: If it is detected that the idleness of the target personnel in the personnel queue is greater than the target idleness threshold, a work order allocation request is generated, where the work order allocation request is characterized as a request for allocating a work order to the target personnel; If it is detected that the time difference between the processing deadline of the target pending work order in the work order queue and the current time is less than the target time threshold, a work order allocation request is generated, wherein the work order allocation request represents a request to allocate the target pending work order to a person who can execute work order processing; If the current time is in the specified time period for work order allocation, a work order allocation request is generated, wherein the work order allocation request represents allocating the to-be-processed work orders in the target work order queue to the target personnel queue.

3. The method according to claim 1, characterized in that The processing of the work order allocation request based on the personnel priority information of the target personnel and the work order priority information of the target work order queue to obtain the work order allocation result includes: Based on the personnel priority information of the target personnel and the work order priority information of the target work order queue, the pending work orders in the target work order queue are traversed one by one in order of priority, and each pending work order is assigned to a person in the target personnel queue that matches the priority of the pending work order, until the target work order queue is empty or there is no assignable person in the target personnel queue, thereby obtaining a work order assignment result; The personnel processing priority corresponding to the personnel priority information is proportional to the personnel's availability; the work order priority corresponding to the work order priority information is proportional to the urgency of the work order.

4. The method according to claim 1, characterized in that: Before determining the target personnel queue and the target work order queue corresponding to the work order allocation request, the method further includes: Obtaining first dimension information and second dimension information of personnel who can execute work order processing, wherein the first dimension information represents the attribute dimension of the personnel who can execute work order processing, and the second dimension information represents the time dimension information used by the personnel to process work orders, wherein the time dimension information used to process work orders includes the daily work order processing volume and the parallel processing volume of work orders of the personnel; Based on the first dimension information, the personnel who can execute the work order processing are divided into at least one personnel queue; Based on the second dimension information, determining the personnel priority information of each person in the personnel queue; A personnel queue library is generated according to at least one personnel queue marked with personnel priority information, and the target personnel queue represents at least one personnel queue in the personnel queue library.

5. The method according to claim 4, characterized in that The method further comprises: In response to obtaining personnel change information, determining a first person corresponding to the personnel change information, wherein the personnel change information includes one of a person joining, a person leaving, or a work order being processed; Based on the first dimension information of the first person, determining a first person queue in the person queue library; Based on the personnel change information, personnel change processing is performed on the first personnel queue.

6. The method according to claim 5, characterized in that The performing personnel change processing on the first personnel queue based on the personnel change information includes: If the personnel change information is that the personnel has left, deleting the first personnel in the first personnel queue; or, If the personnel change information is that a person has joined or a work order has been processed, determine the second dimension information of the first person; based on the second dimension information, determine the target position of the first person in the first person queue, and add the first person to the target position in the first person queue.

7. The method according to claim 1, characterized in that Before determining the target personnel queue and the target work order queue corresponding to the work order allocation request, the method further includes: Obtaining third dimension information and fourth dimension information of the work order to be processed, wherein the third dimension information represents the work order category information of the work order to be processed, and the fourth dimension information represents the pending time limit information of the work order to be processed; Based on the third dimension information, the to-be-processed work orders are divided into at least one work order queue; Based on the fourth dimension information, determining the work order priority information of each to-be-processed work order in the work order queue; A work order queue library is generated according to at least one of the work order queues marked with work order priority information, and the target work order queue represents at least one work order queue in the work order queue library.

8. The method according to claim 7, characterized in that The method further comprises: In response to obtaining the work order change information, determining a first work order corresponding to the work order change information; Based on the third dimension information corresponding to the first work order, determining a first work order queue in the work order queue library; Based on the priority information of the first work order, the first work order queue is updated.

9. The method according to claim 1, characterized in that: The method further comprises: Based on the work order allocation result, updating the target personnel queue and the target work order queue; If the to-be-processed work order in the target work order queue includes at least one to-be-processed subtask, and each to-be-processed subtask corresponds to a different personnel queue, and the current to-be-processed subtask of the to-be-processed work order is processed by the target personnel in the target personnel queue, determine a second work order queue corresponding to the to-be-processed work order; Add the pending work order to the second work order queue.

10. A work order distribution device, characterized in that: include: a determining unit, configured to determine, in response to obtaining a work order allocation request, a target personnel queue and a target work order queue corresponding to the work order allocation request, wherein the target personnel queue includes at least one person who can perform work order processing, and the target work order queue includes at least one work order to be processed; The processing unit is used to process the work order allocation request based on the personnel priority information of the target personnel queue and the work order priority information of the target work order queue to obtain a work order allocation result.

11. An electronic device, characterized in that: include: A memory, used to store applications and data generated by the operation of the applications; A processor is used to execute the application program to implement the work order allocation method according to any one of claims 1 to 9.

12. A storage medium, characterized in that: The storage medium stores a computer program, and when the computer program is executed by a processor, the work order allocation method according to any one of claims 1 to 9 is implemented.

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