Work order quality inspection method, electronic device, storage medium and program product

Abstract

Embodiments of the present application provide a work order quality inspection method, an electronic device, a storage medium and a program product. The method comprises: obtaining a plurality of to-be-processed work orders in a target processing unit; performing quality inspection on each to-be-processed work order, obtaining first quality inspection score information of each to-be-processed work order, and outputting the first quality inspection score information of each to-be-processed work order; processing each to-be-processed work order to obtain a plurality of processed work orders; performing quality inspection on each processed work order to obtain second quality inspection score information of each processed work order, and outputting the second quality inspection score information of each processed work order; after a preset time length, obtaining work order information of all processed work orders in the target processing unit, performing quality inspection on the target processing unit according to the work order information of each processed work order to obtain third quality inspection score information, and outputting the third quality inspection score information. The method is used to achieve the technical effect of perfecting the work order quality inspection process.

Description

Technical Field

[0001] This application relates to the field of work order processing technology, and in particular to a work order quality inspection method, electronic device, storage medium and program product. Background Technology

[0002] China Unicom's IoT cards are widely used, and customer service personnel handle all complaints and reports from IoT customers. For more complex issues, customer service personnel cannot handle them directly online and need to generate work orders that are dispatched to the IoT headquarters, various provincial branches, cloud networks, and other responsible units for processing. Therefore, in order to ensure that complaints and reports are handled as quickly and effectively as possible and to improve customer satisfaction, these work orders need to be inspected. That is, work orders need to be quality inspected to screen out those with problems or risks, and these work orders are tagged to promptly remind and urge the processing units to act.

[0003] Existing solutions for work order quality inspection are divided into manual sampling and intelligent quality inspection. Intelligent quality inspection often uses simple samples to train the model and then uses the model to complete the quality inspection of the work order.

[0004] However, in the existing technology, the modeling method ignores the characteristics of the work order system, resulting in poor quality of the quality inspection results. Therefore, the existing technology has the technical problem of an imperfect work order quality inspection process. Summary of the Invention

[0005] This application provides a work order quality inspection method, electronic device, storage medium, and program product to achieve the technical effect of improving the work order quality inspection process.

[0006] In a first aspect, embodiments of this application provide a work order quality inspection method, including:

[0007] Retrieve multiple pending work orders from the target processing unit;

[0008] Perform quality inspection on each pending work order, obtain the first quality inspection score information for each pending work order, and output the first quality inspection score information for each pending work order.

[0009] Each pending work order is processed to obtain multiple processed work orders;

[0010] Perform quality inspection on each processed work order, obtain the second quality inspection score information for each processed work order, and output the second quality inspection score information for each processed work order.

[0011] After a preset time period, obtain the work order information of all processed work orders in the target processing unit, perform quality inspection on the target processing unit based on the work order information of each processed work order, obtain the third quality inspection score information, and output the third quality inspection score information.

[0012] In one possible implementation, quality inspection is performed on each pending work order to obtain the first quality inspection score information for each pending work order, including:

[0013] Obtain the work order information for pending work orders;

[0014] Based on the work order information, determine the complaint score, sensitive word score, first number of transfers score, first timeout score, first work order processing time score, and first key customer score for the work order to be processed.

[0015] The complaint score, sensitive word score, first number of transfers score, first timeout score, first work order processing time score, and first key customer score of the pending work order are added together to determine the first quality inspection score information of the pending work order; wherein, the sum of the complaint score and the sensitive word score is less than or equal to the first preset threshold.

[0016] In one possible implementation, based on the work order information, a sensitive word score for the work order to be processed is determined, including:

[0017] Obtain the work order description content of the work order to be processed, and search the work order description content according to the preset sensitive word library to determine the sensitive words to be verified in the work order description content;

[0018] By sliding the sliding window around the sensitive word to be verified in the work order description, the corresponding words and text in the sliding window can be obtained.

[0019] The matching degree information between the descriptive words and the text in the sliding window is determined by the cosine algorithm. It is then determined whether the matching degree information is greater than the second preset threshold. If so, the sensitive words to be verified in the work order to be processed are identified as sensitive words, and there are sensitive words in the work order to be processed.

[0020] The sensitivity level of sensitive words in the work order to be processed is determined based on the preset sensitive word database, and the sensitivity score of the work order to be processed is determined based on the sensitivity level.

[0021] In one possible implementation, quality inspection is performed on each processed work order to obtain a second quality inspection score for each processed work order, including:

[0022] Obtain the processed work order information;

[0023] Based on the work order information after processing, determine the complaint score, sensitive word score, second transfer number score, second timeout score, second work order processing time score, second key customer score, and customer satisfaction score for the processed work order.

[0024] The complaint score, sensitive word score, second transfer number score, second timeout score, second work order processing time score, second key customer score, and customer satisfaction score of the processed work order are added together to determine the second quality inspection score information of the processed work order; wherein, the sum of the complaint score and sensitive word score is less than or equal to the first preset threshold.

[0025] In one possible implementation, the target processing unit is quality inspected based on the work order information of each processed work order to obtain third quality inspection scoring information, including:

[0026] Obtain the work order information for each processed work order, including processing time information and user satisfaction information;

[0027] The average processing time of the target processing unit is determined based on the processing time information of multiple processed work orders. Based on the average processing time of the target processing unit and the historical average processing time of the target processing unit, the month-on-month value of the average processing time of the target processing unit under the preset time is determined.

[0028] Based on the user satisfaction information of each processed work order, determine the number of dissatisfied work orders and the total number of work orders in the target processing unit. Based on the number of dissatisfied work orders and the total number of work orders, determine the percentage of dissatisfied work orders in the target processing unit. Based on the percentage of dissatisfied work orders in the target processing unit and the historical percentage of dissatisfied work orders in the target processing unit, determine the month-on-month change value of dissatisfied work orders in the target processing unit under the preset time period.

[0029] Based on the processing time information of each processed work order, determine the number of overdue work orders and the number of work orders that have not timed out in the target processing unit. Based on the number of overdue work orders and the number of work orders that have not timed out, determine the percentage of overdue work orders in the target processing unit. Based on the percentage of overdue work orders in the target processing unit and the historical percentage of overdue work orders in the target processing unit, determine the month-on-month percentage of overdue work orders in the target processing unit under the preset time.

[0030] The average processing time of work orders, the month-on-month change in average processing time of work orders, the percentage of unsatisfactory work orders, the month-on-month change in unsatisfactory work orders, the percentage of work orders that take longer to process, and the month-on-month change in the percentage of work orders that take longer to process are added together to obtain the target processing unit for the third quality inspection score.

[0031] In one possible implementation, the average processing time information of the target processing unit is determined based on the processing time information of multiple processed work orders, including:

[0032] Obtain the work order information for each processed work order, which includes complaint information, sensitive word information, and key customer information;

[0033] Based on complaint information, sensitive word information, and key customer information, determine the first weight information, second weight information, and third weight information for each processed work order;

[0034] The weight information of each processed work order is determined by adding the first weight information, the second weight information and the third weight information; wherein, the sum of the first weight information and the second weight information is less than or equal to the third preset threshold, and the sum of the first weight information, the second weight information and the third weight information is less than or equal to the fourth preset threshold.

[0035] The sum of the weight information of the target processing unit is determined based on the weight information of each processed work order;

[0036] The average processing time of the target processing unit is determined by summing the weight information of each processed work order, the processing time information of each processed work order, and the weight information of the target processing unit.

[0037] Secondly, embodiments of this application provide a work order quality inspection device, comprising:

[0038] The acquisition module is used to acquire multiple work orders to be processed in the target processing unit;

[0039] The first processing module is used to perform quality inspection on each work order to be processed, obtain the first quality inspection score information of each work order to be processed, and output the first quality inspection score information of each work order to be processed.

[0040] The second processing module is used to process each work order to obtain multiple processed work orders;

[0041] The third processing module is used to perform quality inspection on each processed work order, obtain the second quality inspection score information of each processed work order, and output the second quality inspection score information of each processed work order.

[0042] The fourth processing module is used to obtain the work order information of all processed work orders in the target processing unit after a preset time, perform quality inspection on the target processing unit based on the work order information of each processed work order, obtain the third quality inspection score information, and output the third quality inspection score information.

[0043] In one possible implementation, the first processing module is further used for:

[0044] Obtain the work order information for pending work orders;

[0045] Based on the work order information, determine the complaint score, sensitive word score, first number of transfers score, first timeout score, first work order processing time score, and first key customer score for the work order to be processed.

[0046] The complaint score, sensitive word score, first number of transfers score, first timeout score, first work order processing time score, and first key customer score of the pending work order are added together to determine the first quality inspection score information of the pending work order; wherein, the sum of the complaint score and the sensitive word score is less than or equal to the first preset threshold.

[0047] In one possible implementation, the first processing module is further used for:

[0048] Obtain the work order description content of the work order to be processed, and search the work order description content according to the preset sensitive word library to determine the sensitive words to be verified in the work order description content;

[0049] By sliding the sliding window around the sensitive word to be verified in the work order description, the corresponding words and text in the sliding window can be obtained.

[0050] The matching degree information between the descriptive words and the text in the sliding window is determined by the cosine algorithm. It is then determined whether the matching degree information is greater than the second preset threshold. If so, the sensitive words to be verified in the work order to be processed are identified as sensitive words, and there are sensitive words in the work order to be processed.

[0051] The sensitivity level of sensitive words in the work order to be processed is determined based on the preset sensitive word database, and the sensitivity score of the work order to be processed is determined based on the sensitivity level.

[0052] In one possible implementation, the third processing module is also used for:

[0053] Obtain the processed work order information;

[0054] Based on the work order information after processing, determine the complaint score, sensitive word score, second transfer number score, second timeout score, second work order processing time score, second key customer score, and customer satisfaction score for the processed work order.

[0055] The complaint score, sensitive word score, second transfer number score, second timeout score, second work order processing time score, second key customer score, and customer satisfaction score of the processed work order are added together to determine the second quality inspection score information of the processed work order; wherein, the sum of the complaint score and sensitive word score is less than or equal to the first preset threshold.

[0056] In one possible implementation, the fourth processing module is also used for:

[0057] Obtain the work order information for each processed work order, including processing time information and user satisfaction information;

[0058] The average processing time of the target processing unit is determined based on the processing time information of multiple processed work orders. Based on the average processing time of the target processing unit and the historical average processing time of the target processing unit, the month-on-month value of the average processing time of the target processing unit under the preset time is determined.

[0059] Based on the user satisfaction information of each processed work order, determine the number of dissatisfied work orders and the total number of work orders in the target processing unit. Based on the number of dissatisfied work orders and the total number of work orders, determine the percentage of dissatisfied work orders in the target processing unit. Based on the percentage of dissatisfied work orders in the target processing unit and the historical percentage of dissatisfied work orders in the target processing unit, determine the month-on-month change value of dissatisfied work orders in the target processing unit under the preset time period.

[0060] Based on the processing time information of each processed work order, determine the number of overdue work orders and the number of work orders that have not timed out in the target processing unit. Based on the number of overdue work orders and the number of work orders that have not timed out, determine the percentage of overdue work orders in the target processing unit. Based on the percentage of overdue work orders in the target processing unit and the historical percentage of overdue work orders in the target processing unit, determine the month-on-month percentage of overdue work orders in the target processing unit under the preset time.

[0061] The average processing time of work orders, the month-on-month change in average processing time of work orders, the percentage of unsatisfactory work orders, the month-on-month change in unsatisfactory work orders, the percentage of work orders that take longer to process, and the month-on-month change in the percentage of work orders that take longer to process are added together to obtain the target processing unit for the third quality inspection score.

[0062] In one possible implementation, the fourth processing module is also used for:

[0063] Obtain the work order information for each processed work order, which includes complaint information, sensitive word information, and key customer information;

[0064] Based on complaint information, sensitive word information, and key customer information, determine the first weight information, second weight information, and third weight information for each processed work order;

[0065] The weight information of each processed work order is determined by adding the first weight information, the second weight information and the third weight information; wherein, the sum of the first weight information and the second weight information is less than or equal to the third preset threshold, and the sum of the first weight information, the second weight information and the third weight information is less than or equal to the fourth preset threshold.

[0066] The sum of the weight information of the target processing unit is determined based on the weight information of each processed work order;

[0067] The average processing time of the target processing unit is determined by summing the weight information of each processed work order, the processing time information of each processed work order, and the weight information of the target processing unit.

[0068] Thirdly, embodiments of this application provide an electronic device, including: a memory and a processor;

[0069] The memory stores computer-executed instructions;

[0070] The processor executes computer execution instructions stored in the memory, causing the processor to perform the first aspect and / or various possible implementations of the first aspect as described above.

[0071] Fourthly, embodiments of this application provide a computer-readable storage medium storing computer-executable instructions, which, when executed by a processor, are used to implement the first aspect and / or various possible implementations of the first aspect.

[0072] Fifthly, embodiments of this application provide a computer program product, including a computer program that, when executed by a processor, implements the first aspect and / or various possible implementations of the first aspect.

[0073] The work order quality inspection method, electronic device, storage medium, and program product provided in this application embodiment obtain multiple work orders to be processed in a target processing unit, perform quality inspection on the work orders to be processed, thereby obtaining first quality inspection score information corresponding to each work order to be processed, and outputting the first quality inspection score information corresponding to each work order to be processed; further, after each work order to be processed is processed, the processed work order is quality inspected to obtain second quality inspection score information for each processed work order, and outputting the second quality inspection score information for each processed work order; after a preset time period, the target processing unit includes multiple processed work orders, obtains the work order information of all processed work orders within the current preset time period, performs quality inspection on the target processing unit based on the work order information of each processed work order, obtains third quality inspection score information for the target processing unit, and outputs the third quality inspection score information. This method realizes in-process quality inspection of work orders to be processed, post-process quality inspection of processed work orders, and periodic quality inspection of the target processing unit, thereby improving the quality inspection process of work orders from multiple dimensions. Attached Figure Description

[0074] The accompanying drawings, which are incorporated in and form part of this specification, illustrate embodiments consistent with this application and, together with the description, serve to explain the principles of this application.

[0075] Figure 1 Flowchart of the work order quality inspection method provided in this application Figure 1 ;

[0076] Figure 2 Flowchart of the work order quality inspection method provided in this application Figure 2 ;

[0077] Figure 3 Flowchart of the work order quality inspection method provided in this application Figure 3 ;

[0078] Figure 4 Flowchart of the work order quality inspection method provided in this application Figure 4 ;

[0079] Figure 5 Flowchart of the work order quality inspection method provided in this application Figure 5 ;

[0080] Figure 6 Flowchart of the work order quality inspection method provided in this application Figure 6 ;

[0081] Figure 7 A schematic diagram of the work order quality inspection equipment provided in this application;

[0082] Figure 8 This is a hardware diagram of the work order quality inspection equipment provided in this application.

[0083] The accompanying drawings illustrate specific embodiments of this application, which will be described in more detail below. These drawings and descriptions are not intended to limit the scope of the concept in any way, but rather to illustrate the concept of this application to those skilled in the art through reference to particular embodiments. Detailed Implementation

[0084] Exemplary embodiments will now be described in detail, examples of which are illustrated in the accompanying drawings. When the following description relates to the drawings, unless otherwise indicated, the same numbers in different drawings denote the same or similar elements. The embodiments described in the following exemplary embodiments do not represent all embodiments consistent with this application. Rather, they are merely examples of methods and approaches consistent with some aspects of this application as detailed in the appended claims.

[0085] In existing technologies, solutions for work order quality inspection are mainly divided into two categories: manual sampling and intelligent quality inspection. Manual sampling relies on the experience and professional judgment of quality inspectors. While it can ensure high accuracy, it is limited by labor costs and time efficiency, making it difficult to handle large-scale, high-efficiency quality inspection needs. In contrast, intelligent quality inspection, with its automation and efficiency, is gradually becoming a focus of attention in the industry. Most intelligent quality inspection solutions use simple sample datasets to initially train the quality inspection model, and then use this model to quickly inspect a large number of work orders, greatly improving the efficiency of the quality inspection work.

[0086] However, in the existing technology, the modeling methods of intelligent quality inspection systems ignore the complexity and uniqueness of work order systems. Most intelligent quality inspection models are trained based on relatively simple sample data. Therefore, the work order quality inspection process in the existing technology has imperfections.

[0087] To address the aforementioned technical problems, the work order quality inspection method, electronic device, storage medium, and program product provided in this application's embodiments obtain multiple work orders to be processed in a target processing unit, perform quality inspection on these work orders to obtain first quality inspection score information corresponding to each work order, and output the first quality inspection score information corresponding to each work order. Further, after each work order is processed, the processed work order is quality inspected to obtain second quality inspection score information for each processed work order, and output the second quality inspection score information for each processed work order. After a preset time period, the target processing unit includes multiple processed work orders. The method obtains the work order information of all processed work orders within the current preset time period, performs quality inspection on the target processing unit based on the work order information of each processed work order, obtains third quality inspection score information for the target processing unit, and outputs the third quality inspection score information. This method achieves in-process quality inspection of work orders to be processed, post-process quality inspection of processed work orders, and periodic quality inspection of the target processing unit, thereby improving the work order quality inspection process from multiple dimensions.

[0088] The technical solution of this application and how the technical solution of this application solves the above-mentioned technical problems are described in detail below with specific embodiments. These specific embodiments can be combined with each other, and the same or similar concepts or processes may not be described again in some embodiments. The embodiments of this application will now be described with reference to the accompanying drawings.

[0089] Figure 1 The flowchart provided for this application Figure 1 ,like Figure 1 As shown, the method includes:

[0090] S101. Obtain multiple pending work orders from the target processing unit;

[0091] In this embodiment, multiple work orders to be processed in the target processing unit are periodically acquired at preset time intervals.

[0092] S102. Perform quality inspection on each pending work order, obtain the first quality inspection score information for each pending work order, and output the first quality inspection score information for each pending work order.

[0093] In this embodiment, in-process quality inspection is performed on unprocessed work orders. The quality inspection can obtain the first quality inspection score information of each work order to be processed, and output the first quality inspection score information of each work order to be processed. Optionally, the first quality inspection score information of each work order to be processed can be used to sort multiple work orders to be processed according to preset conditions. By sorting, the target processing unit can determine the processing arrangement for each work order to be processed. The first quality inspection score information can represent the priority of the work order. The higher the score information, the more urgent the situation of the work order is, the higher the priority is, and therefore the higher the ranking of the work order is. By effectively sorting multiple work orders to be processed according to the first quality inspection score information, the technical effect of improving the work order processing efficiency and improving the user satisfaction can be achieved.

[0094] S103. Process each pending work order to obtain multiple processed work orders;

[0095] In this embodiment, the target processing unit processes each work order to be processed, and the work order to be processed becomes the processed work order.

[0096] S104. Perform quality inspection on each processed work order, obtain the second quality inspection score information for each processed work order, and output the second quality inspection score information for each processed work order.

[0097] In this embodiment, a post-processing quality inspection is performed on each processed work order to obtain a second quality inspection score for each processed work order, and this score is then output. By inspecting completed work orders, the quality inspection process is improved. Optionally, the output second quality inspection score for each processed work order allows for real-time dynamic monitoring of the processing status of each pending work order. Based on the second quality inspection score, the processing flow for unprocessed work orders can be adjusted promptly, further improving work order processing efficiency and enhancing user satisfaction.

[0098] S105. After a preset time, obtain the work order information of all processed work orders in the target processing unit, perform quality inspection on the target processing unit based on the work order information of each processed work order, obtain the third quality inspection score information, and output the third quality inspection score information.

[0099] In this embodiment, after a preset time period, all work orders processed within this time period in the target processing unit are acquired, and the work order information of each processed work order is obtained. Based on the work order information of each processed work order, the target processing unit is subjected to quality inspection to obtain the third quality inspection score information of the target processing unit, and the third quality inspection score information is output. This step performs a comprehensive quality inspection of the target processing unit through multiple processed work orders, which improves the deficiency in the quality inspection process that only stops at the work order quality inspection. Optionally, the obtained third quality inspection score information of the target processing unit can be used to realize the overall work order processing status of the target processing unit within this time period, thereby adjusting the shortcomings of the target processing unit in work order processing in the later period. For example, if the third quality inspection score information within this time period meets the preset conditions, the work order dispatch volume of the target processing unit or the workflow of the work order processing personnel can be adjusted to improve the overall work order processing quality of the target processing unit in the next time period.

[0100] The work order quality inspection method, electronic device, storage medium, and program product provided in this application embodiment obtain multiple work orders to be processed in the target processing unit, perform quality inspection on the work orders to be processed, thereby obtaining first quality inspection score information corresponding to each work order to be processed, and outputting the first quality inspection score information corresponding to each work order to be processed; further, after each work order to be processed is processed, the processed work order is quality inspected to obtain second quality inspection score information for each processed work order, and outputting the second quality inspection score information for each processed work order; after a preset time period, the target processing unit includes multiple processed work orders, obtains the work order information of all processed work orders within the current preset time period, performs quality inspection on the target processing unit according to the work order information of each processed work order, obtains third quality inspection score information of the target processing unit, and outputs the third quality inspection score information. This method achieves in-process quality inspection of work orders, post-process quality inspection of processed work orders, and periodic quality inspection of the target processing unit. This improves the quality inspection process of work orders from multiple dimensions. By using first, second, and third quality inspection scoring information, the method improves the work order processing process and methods, thereby comprehensively improving the work order processing efficiency of the target processing unit.

[0101] Figure 2 The flowchart for work order processing provided in this application Figure 2 ,like Figure 2 As shown, in this embodiment... Figure 1 Based on the embodiments, a detailed explanation is provided on how to obtain the first quality inspection score information for each work order to be processed in step S102. The method includes:

[0102] S201. Obtain the work order information of the work orders to be processed;

[0103] In this embodiment, the work order information of the work order to be processed includes basic work order information, work order description, work order circulation count information, and work order dwell time.

[0104] S202. Based on the work order information of the pending work orders, determine the complaint score, sensitive word score, first number of transfers score, first timeout score, first work order processing time score, and first key customer score for the pending work orders respectively.

[0105] In this embodiment, it can be determined whether the work order to be processed belongs to a key customer by using the basic information of the work order;

[0106] The description of the work order can be used to determine whether the work order to be processed is a complaint work order and whether it contains sensitive words. The number of times the work order has been processed can be used to determine the first number of times the work order has been processed. The duration of the work order can be used to determine whether the work order to be processed is currently an overdue work order and to determine the first processing time score of the work order.

[0107] In one possible implementation, each score can be determined by analyzing the work order information of the pending work order. The pending work order is identified by its basic information: if it's a key customer, the first key customer score is 0.5 points; otherwise, it's 0 points. The pending work order is also identified by its description: if it's a complaint work order, the complaint score is 0.5 points; otherwise, it's 0 points. The pending work order is also identified by its dwell time: if it's an overdue work order, the first overdue score is 0.5 points; otherwise, it's 0 points. Finally, the first workflow score of the pending work order is determined by the number of workflow iterations. The workflow iteration count can be normalized using the following formula.

[0108]

[0109] Wherein, Cnorn is the first flow count score of the work order to be processed after normalization, C is the number of flow counts of the work order to be processed, Cmin is the minimum number of flow counts within a preset time period, and Cmax is the maximum number of flow counts within a preset time period.

[0110] The work order processing time score is determined by the work order dwell time. The work order dwell time can be normalized using the following formula two.

[0111]

[0112] Wherein, Hnorm is the normalized work order processing time score, H is the dwell time of the work order, Hmin is the minimum dwell time of the work order within the preset time period, and Hmax is the maximum dwell time of the work order within the preset time period.

[0113] The work order description determines whether the work order to be processed contains sensitive words. If it contains sensitive words, the sensitive word score is the first sensitive word score. If it does not contain sensitive words, the sensitive word score of the work order to be processed is 0.

[0114] S203. Add the complaint score, sensitive word score, first number of transfers score, first timeout score, first work order processing time score, and first key customer score of the pending work order to determine the first quality inspection score information of the pending work order.

[0115] In this embodiment, the first quality inspection score information of the pending work order can be determined by adding the complaint score, sensitive word score, first number of transfers score, first timeout score, first work order processing time score, and first key customer score. Optionally, the sum of the complaint score and the sensitive word score is less than or equal to a first preset threshold.

[0116] Figure 3 The flowchart for work order processing provided in this application Figure 3 ,like Figure 3 As shown, in this embodiment... Figure 2 Based on the embodiments, a detailed explanation is provided on how to determine whether a work order to be processed contains sensitive words through the work order description in step S202. The method includes:

[0117] S301. Obtain the work order description content of the work order to be processed, and search the work order description content according to the preset sensitive word library to determine the sensitive words to be verified in the work order description content.

[0118] In this embodiment, work orders with unsatisfactory customer ratings and complaint work orders are filtered from historical work orders with a preset time period. Commonly used complaint scripts by customers are found and a script library is established. Keywords in the script library are identified as sensitive words, thereby establishing a sensitive word library. Sensitive words are classified into level 1 sensitive words and level 2 sensitive words by classifying them. Sensitive words to be verified can be obtained by performing sensitive word retrieval on the work order description of the work order to be processed.

[0119] S302. Based on the sliding window, slide the window in the work order description content with the sensitive word to be verified as the center to obtain the expression word corresponding to the sensitive word to be verified, as well as the text in the sliding window;

[0120] In this embodiment, a sliding window is used to slide over the sensitive word to be verified. Specifically, the range of the sliding window is set to [sensitive word to be verified - 3 characters, sensitive word to be verified + 3 characters], thereby obtaining the expression of the sensitive word to be verified and the literary description within the range of the sliding window.

[0121] S303. The matching degree information between the descriptive words and the text in the sliding window is determined by the cosine algorithm. It is determined whether the matching degree information is greater than the second preset threshold. If so, the sensitive words to be verified in the work order to be processed are determined to be sensitive words, and there are sensitive words in the work order to be processed.

[0122] In this embodiment, the matching degree information between the descriptive words and the text in the sliding window is calculated using the following formula:

[0123]

[0124] Where cosθ represents the matching degree information between the descriptive word and the text in the sliding window, Ai represents the word vector of the descriptive word, and Bi represents the word vector of the text in the sliding window.

[0125] In one possible implementation, the matching degree is determined to be greater than 0.85. If it is, the sensitive words to be verified in the work order to be processed are identified as sensitive words, and there are sensitive words in the work order to be processed. If it is less than or equal to the second preset threshold, there are no sensitive words in the work order to be processed, and the sensitive word score of the work order to be processed is 0.

[0126] S304. Determine the sensitivity level of sensitive words in the work order to be processed based on the preset sensitive word database, and determine the sensitivity score of the work order to be processed based on the sensitivity level.

[0127] In this embodiment, if there are sensitive words in the work order to be processed, the sensitivity level of the sensitive word is determined by the preset sensitive word library. If the sensitive word is a level 1 sensitive word, the sensitivity score of the work order to be processed is 0.5 points. If the sensitive word is a level 2 sensitive word, the sensitivity score of the work order to be processed is 0.25 points.

[0128] Figure 4 The flowchart for work order processing provided in this application Figure 4 ,like Figure 4 As shown, in this embodiment... Figure 1 Based on the embodiments, the method for obtaining the second quality inspection scoring information for each processed work order in step S204 is described in detail. The method includes:

[0129] S401. Obtain the processed work order information;

[0130] In this embodiment, the processed work order information includes basic work order information, work order description, work order circulation count information, and work order dwell time.

[0131] S402. Based on the work order information of the processed work order, determine the complaint score, sensitive word score, second transfer number score, second timeout score, second work order processing time score, second key customer score, and customer satisfaction score of the processed work order respectively.

[0132] In this embodiment, the basic information of the work order can be used to determine whether the processed work order belongs to a key customer and whether the customer is satisfied; the description of the work order can be used to determine whether the processed work order is a complaint work order and whether it contains sensitive words; the number of times the work order is processed can be used to determine the second number of times the work order is processed; and the time the work order stays can be used to determine whether the processed work order is currently an overdue work order and to determine the second work order processing time score.

[0133] In one possible implementation, each rating can be determined by examining the work order information of the processed work order. The basic information of the work order determines the rating: if the customer is a key customer, the second key customer rating is 0.25 points; if not, it is 0 points. The basic information also determines the rating: if the customer is satisfied, the customer satisfaction rating is 0 points; if dissatisfied, it is 1 point; if no rating is given, it is 0.5 points. The work order description determines the rating: if it's a complaint, the complaint rating is 0.5 points; otherwise, it is 0 points. Finally, the work order description determines whether it contains sensitive words related to satisfaction. If it doesn't contain such words, the sensitive word rating is 0 points; if it does, the rating is 0 points. Sensitive words are classified as Level 1, with a score of 0.5. If a work order contains sensitive words, it is classified as Level 2, with a score of 0.25. The time a completed work order remains between its dispatch and completion dates determines whether it is an overdue work order. If it is, the second overdue score is 0.5; otherwise, it is 0. The number of times a completed work order is processed is used to determine its second processing time score. This number of processing times can be normalized using Formula 2. Finally, the time remaining between the dispatch and completion dates determines the processing time score for pending work orders. This time remaining can also be normalized using Formula 2.

[0134] S403. Add the complaint score, sensitive word score, second transfer number score, second timeout score, second work order processing time score, second key customer score and customer satisfaction score of the processed work order to determine the second quality inspection score information of the processed work order.

[0135] In this embodiment, the second quality inspection score information for each processed work order is obtained by adding the complaint score, sensitive word score, second transfer number score, second timeout score, second work order processing time score, second key customer score, and customer satisfaction score. The sum of the complaint score and sensitive word score is less than or equal to the first preset threshold.

[0136] Figure 5 The flowchart for work order processing provided in this application Figure 5 ,like Figure 5 As shown, in this embodiment... Figure 1 Based on the embodiments, a detailed explanation is provided on how to perform quality inspection on the target processing unit using the work order information of each processed work order in step S205 to obtain third quality inspection scoring information. This method includes:

[0137] S501. Obtain the work order information for each processed work order.

[0138] In this embodiment, the work order information of each processed work order includes processing time information and user satisfaction information;

[0139] S502. Determine the average processing time of the target processing unit based on the processing time information of multiple processed work orders. Determine the month-on-month value of the average processing time of the target processing unit under the preset time based on the average processing time information of the target processing unit and the historical average processing time information of the target processing unit.

[0140] In this embodiment, the average processing time of the target processing unit within a preset time period can be determined based on the processing time information of multiple processed work orders. Simultaneously, based on the historical average processing time information obtained from historical preset time periods, the month-on-month change in the average processing time of work orders within the preset time period is obtained. Optionally, all processed work orders of the target processing unit within that month are periodically obtained each month, thereby obtaining the work order information for each processed work order. The average processing time of the target processing unit within the preset time period can be determined through the processing time information of multiple processed work orders. If the average processing time of the target processing unit is 0.58 minutes, then the historical average processing time of the target processing unit within the previous month is obtained. If the historical average processing time is 0.7 minutes, then the month-on-month change in the average processing time of the target processing unit this month is -0.17. This means that compared to the previous month, the average processing time of the target processing unit this month has decreased, and the processing efficiency of the work orders has improved.

[0141] S503. Based on the user satisfaction information of each processed work order, determine the number of unsatisfactory work orders and the total number of work orders in the target processing unit. Based on the number of unsatisfactory work orders and the total number of work orders, determine the percentage of unsatisfactory work orders in the target processing unit. Based on the percentage of unsatisfactory work orders in the target processing unit and the historical percentage of unsatisfactory work orders in the target processing unit, determine the month-on-month change value of unsatisfactory work orders in the target processing unit under the preset time period.

[0142] In this embodiment, by determining the number of unsatisfactory work orders and the total number of work orders for the target processing unit within a preset time period, the percentage of unsatisfactory work orders within the preset time period can be determined. Simultaneously, based on historical unsatisfactory work order percentages obtained within the preset time period, the month-on-month change in unsatisfactory work orders for the target processing unit within the preset time period can be obtained. Optionally, all processed work orders for the target processing unit within that month are periodically obtained, thus obtaining work order information for each processed work order. If 100 work orders were processed in that month, including 5 unsatisfactory work orders, the percentage of unsatisfactory work orders for the target processing unit is 0.05. Then, the historical percentage of unsatisfactory work orders for the target processing unit in the previous month is obtained, which is 0.01. Therefore, the month-on-month change in unsatisfactory work orders for the target processing unit in this month is 4. This means that the number of unsatisfactory work orders for the target processing unit in this month has increased compared to the previous month, and the processing quality of the work orders by the target processing unit has decreased.

[0143] S504. Based on the processing time information of each processed work order, determine the number of overdue work orders and the number of work orders that have not timed out in the target processing unit. Based on the number of overdue work orders and the number of work orders that have not timed out, determine the proportion of overdue work orders in the target processing unit. Based on the proportion of overdue work orders in the target processing unit and the historical proportion of overdue work orders in the target processing unit, determine the month-on-month ratio of overdue work orders in the target processing unit under the preset time.

[0144] In this embodiment, by determining the number of timed-out work orders and the number of work orders that did not time out within a preset time period, the percentage of timed-out work orders within the preset time period can be determined. Simultaneously, based on the historical percentage of timed-out work orders obtained within the preset time period, the month-on-month percentage of timed-out work orders for the target processing unit within the preset time period is obtained. Optionally, all processed work orders of the target processing unit within that month are periodically obtained, thereby obtaining work order information for each processed work order. If 100 work orders were processed in that month, including 5 timed-out work orders, and the percentage of timed-out work orders for the target processing unit is 0.05, then the historical percentage of timed-out work orders for the target processing unit in the previous month is obtained. If the historical percentage of timed-out work orders for the target processing unit is 0.01, then the month-on-month percentage of timed-out work orders for the target processing unit in this month is 4. This means that compared to the previous month, the number of timed-out work orders for the target processing unit in this month has increased, and the processing speed of the target processing unit for work orders has decreased.

[0145] S505. Add the information on average processing time of work orders, the month-on-month change in average processing time of work orders, the percentage of unsatisfactory work orders, the month-on-month change in unsatisfactory work orders, the percentage of work orders that take longer to process, and the month-on-month change in the percentage of work orders that take longer to process to obtain the target processing unit for the third quality inspection score.

[0146] In this embodiment, by adding the information on the average processing time of work orders, the month-on-month change in the average processing time of work orders, the percentage of unsatisfactory work orders, the month-on-month change in the percentage of unsatisfactory work orders, the percentage of work orders that take longer to process, and the month-on-month change in the percentage of work orders that take longer to process, a third quality inspection score for the target processing unit can be obtained. The lower the score, the higher the quality of the work orders processed by the target processing unit within the preset time.

[0147] Figure 6 The flowchart for work order processing provided in this application Figure 6 ,like Figure 6 As shown, in this embodiment... Figure 5 Based on the embodiments, this paper provides a detailed explanation of how to determine the average processing time information of the target processing unit based on the processing time information of multiple processed work orders in step S502. The method includes:

[0148] S601. Obtain the work order information for each processed work order.

[0149] In this embodiment, the work order information of each processed work order includes complaint information, sensitive word information, and key customer information; this work order information has been obtained in step S102.

[0150] S602. Based on complaint information, sensitive word information, and key customer information, determine the first weight information, second weight information, and third weight information for each processed work order.

[0151] Optionally, the work order information after processing can be used to determine whether the work order is a complaint, whether it contains sensitive words, and whether it belongs to a key customer. The weight of the processed work order is then determined based on these results. In one possible implementation, the work order information after processing can be used to determine whether the work order is a complaint. If it is a complaint, the first weight is 1.2; if it is not a complaint, the first weight is 0. The work order information after processing can also be used to determine whether the work order contains sensitive words. If it contains sensitive words (level 1), the second weight is 1.2; if it contains sensitive words (level 2), the second weight is 1.1; if it does not contain sensitive words, the second weight is 0. Finally, the work order information after processing can also be used to determine whether the work order belongs to a key customer. If it is a key customer, the third weight is 1.2; if it is not a key customer, the third weight is 0.

[0152] S603. Determine the weight information of each processed work order by adding the first weight information, the second weight information and the third weight information;

[0153] In this embodiment, the weight information of each processed work order can be obtained by adding the three weights together. Optionally, the sum of the first and second weight information is less than or equal to a third preset threshold, and the sum of the first, second, and third weight information is less than or equal to a fourth preset threshold. In one possible implementation, if the first weight information of a processed work order is 1.2, the second weight information is 1.1, the third weight information is 1.2, the third preset threshold is 1.2, and the fourth preset threshold is 1.5, then the weight information of the processed work order is 1.5.

[0154] S604. Determine the sum of weight information of the target processing unit based on the weight information of each processed work order;

[0155] In this embodiment, the sum of the weight information of the target processing unit is obtained by adding the weight information of each processed work order.

[0156] S605. Determine the average processing time of the target processing unit based on the sum of the weight information of each processed work order, the processing time information of each processed work order, and the weight information of the target processing unit.

[0157] In this embodiment, the processing time information of each processed work order is actually the second work order processing time score obtained in step S402, which is the information after normalizing the processing time. By multiplying the processing time information of each processed work order by the weight information of each processed work order, adding the results, and dividing the sum by the sum of the weight information of the target processing unit, the average processing time information of the target processing unit can be obtained.

[0158] The work order quality inspection method provided in this application embodiment performs in-process and post-process quality inspections on work orders during the pending and completed processing stages by considering multiple information such as whether it is a complaint work order, whether it contains sensitive words, the number of times the work order has been transferred, whether the work order has exceeded the time limit, the processing time of the work order, whether it is a work order for key customers, and customer satisfaction. This improves the work order quality inspection process. At the same time, it conducts quality inspections on the processing unit through three dimensions: processing time, satisfaction level, and timeout level. This further improves the deficiency of lacking overall quality inspection of the processing unit in work order quality inspection. Through the three quality inspection processes, it can realize real-time checking of the unprocessed and processed status of work orders. The quality inspection results of processed work orders can be used to reverse manage the processing efficiency and quality of other unprocessed work orders. At the same time, it can provide data support and basis for the overall evaluation of the processing unit to improve the quality of work order processing.

[0159] Figure 7 The structural diagram of the work order quality inspection equipment provided in this application is as follows: Figure 7 As shown, the work order quality inspection equipment 70 provided in this embodiment includes:

[0160] The acquisition module 701 is used to acquire multiple work orders to be processed in the target processing unit;

[0161] The first processing module 702 is used to perform quality inspection on each work order to be processed, obtain the first quality inspection score information of each work order to be processed, and output the first quality inspection score information of each work order to be processed.

[0162] The second processing module 703 is used to process each work order to obtain multiple processed work orders;

[0163] The third processing module 704 is used to perform quality inspection on each processed work order, obtain the second quality inspection score information of each processed work order, and output the second quality inspection score information of each processed work order.

[0164] The fourth processing module 705 is used to obtain the work order information of all processed work orders in the target processing unit after a preset time, perform quality inspection on the target processing unit according to the work order information of each processed work order, obtain the third quality inspection score information, and output the third quality inspection score information.

[0165] In one possible implementation, the first processing module 702 is further configured to:

[0166] Obtain the work order information for pending work orders;

[0167] Based on the work order information, determine the complaint score, sensitive word score, first number of transfers score, first timeout score, first work order processing time score, and first key customer score for the work order to be processed.

[0168] The complaint score, sensitive word score, first number of transfers score, first timeout score, first work order processing time score, and first key customer score of the pending work order are added together to determine the first quality inspection score information of the pending work order; wherein, the sum of the complaint score and the sensitive word score is less than or equal to the first preset threshold.

[0169] In one possible implementation, the first processing module 702 is further configured to:

[0170] Obtain the work order description content of the work order to be processed, and search the work order description content according to the preset sensitive word library to determine the sensitive words to be verified in the work order description content;

[0171] By sliding the sliding window around the sensitive word to be verified in the work order description, the corresponding words and text in the sliding window can be obtained.

[0172] The matching degree information between the descriptive words and the text in the sliding window is determined by the cosine algorithm. It is then determined whether the matching degree information is greater than the second preset threshold. If so, the sensitive words to be verified in the work order to be processed are identified as sensitive words, and there are sensitive words in the work order to be processed.

[0173] The sensitivity level of sensitive words in the work order to be processed is determined based on the preset sensitive word database, and the sensitivity score of the work order to be processed is determined based on the sensitivity level.

[0174] In one possible implementation, the third processing module 704 is further used for:

[0175] Obtain the processed work order information;

[0176] Based on the work order information after processing, determine the complaint score, sensitive word score, second transfer number score, second timeout score, second work order processing time score, second key customer score, and customer satisfaction score for the processed work order.

[0177] The complaint score, sensitive word score, second transfer number score, second timeout score, second work order processing time score, second key customer score, and customer satisfaction score of the processed work order are added together to determine the second quality inspection score information of the processed work order; wherein, the sum of the complaint score and sensitive word score is less than or equal to the first preset threshold.

[0178] In one possible implementation, the fourth processing module 705 is further used for:

[0179] Obtain the work order information for each processed work order, including processing time information and user satisfaction information;

[0180] The average processing time of the target processing unit is determined based on the processing time information of multiple processed work orders. Based on the average processing time of the target processing unit and the historical average processing time of the target processing unit, the month-on-month value of the average processing time of the target processing unit under the preset time is determined.

[0181] Based on the user satisfaction information of each processed work order, determine the number of dissatisfied work orders and the total number of work orders in the target processing unit. Based on the number of dissatisfied work orders and the total number of work orders, determine the percentage of dissatisfied work orders in the target processing unit. Based on the percentage of dissatisfied work orders in the target processing unit and the historical percentage of dissatisfied work orders in the target processing unit, determine the month-on-month change value of dissatisfied work orders in the target processing unit under the preset time period.

[0182] Based on the processing time information of each processed work order, determine the number of overdue work orders and the number of work orders that have not timed out in the target processing unit. Based on the number of overdue work orders and the number of work orders that have not timed out, determine the percentage of overdue work orders in the target processing unit. Based on the percentage of overdue work orders in the target processing unit and the historical percentage of overdue work orders in the target processing unit, determine the month-on-month percentage of overdue work orders in the target processing unit under the preset time.

[0183] The average processing time of work orders, the month-on-month change in average processing time of work orders, the percentage of unsatisfactory work orders, the month-on-month change in unsatisfactory work orders, the percentage of work orders that take longer to process, and the month-on-month change in the percentage of work orders that take longer to process are added together to obtain the target processing unit for the third quality inspection score.

[0184] In one possible implementation, the fourth processing module 705 is further used for:

[0185] Obtain the work order information for each processed work order, which includes complaint information, sensitive word information, and key customer information;

[0186] Based on complaint information, sensitive word information, and key customer information, determine the first weight information, second weight information, and third weight information for each processed work order;

[0187] The weight information of each processed work order is determined by adding the first weight information, the second weight information and the third weight information; wherein, the sum of the first weight information and the second weight information is less than or equal to the third preset threshold, and the sum of the first weight information, the second weight information and the third weight information is less than or equal to the fourth preset threshold.

[0188] The sum of the weight information of the target processing unit is determined based on the weight information of each processed work order;

[0189] The average processing time of the target processing unit is determined by summing the weight information of each processed work order, the processing time information of each processed work order, and the weight information of the target processing unit.

[0190] The work order quality inspection equipment provided in this embodiment can execute the methods provided in the above method embodiments. Its implementation principle and technical effect are similar, and will not be described in detail here.

[0191] Figure 8 This is a hardware schematic diagram of the work order quality inspection equipment provided in this application. Figure 8 As shown, the electronic device 80 provided in this embodiment includes at least one processor 801 and a memory 802. Optionally, the device 80 further includes a communication component 803. The processor 801, memory 802, and communication component 803 are connected via a bus 804.

[0192] In a specific implementation, at least one processor 801 executes computer execution instructions stored in memory 802, causing at least one processor 801 to perform the above-described method.

[0193] The specific implementation process of processor 801 can be found in the above method embodiments, and its implementation principle and technical effect are similar. It will not be repeated here.

[0194] In the above embodiments, it should be understood that the processor can be a Central Processing Unit (CPU), or other general-purpose processors, digital signal processors (DSPs), application-specific integrated circuits (ASICs), etc. The general-purpose processor can be a microprocessor or any conventional processor. The steps of the method disclosed in this invention can be directly implemented by a hardware processor, or implemented by a combination of hardware and software modules within the processor.

[0195] The memory may include random access memory (RAM) and may also include non-volatile memory (NVM), such as at least one disk storage device.

[0196] The bus can be an Industry Standard Architecture (ISA) bus, a Peripheral Component Interconnect (PCI) bus, or an Extended Industry Standard Architecture (EISA) bus, etc. Buses can be categorized as address buses, data buses, control buses, etc. For ease of illustration, the buses shown in the accompanying drawings are not limited to a single bus or a single type of bus.

[0197] This application also provides a computer program product, including a computer program that, when executed by a processor, implements the above-described method.

[0198] This application also provides a computer-readable storage medium storing computer-executable instructions, which, when executed by a processor, implement the above-described method.

[0199] The aforementioned readable storage medium can be implemented by any type of volatile or non-volatile storage device or a combination thereof, such as static random access memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic storage, flash memory, magnetic disk, or optical disk. The readable storage medium can be any available medium accessible to a general-purpose or special-purpose computer.

[0200] An exemplary readable storage medium is coupled to a processor, enabling the processor to read information from and write information to the readable storage medium. Of course, the readable storage medium can also be a component of the processor. The processor and the readable storage medium can reside in an Application Specific Integrated Circuit (ASIC). Alternatively, the processor and the readable storage medium can exist as discrete components in the device.

[0201] The division of units is merely a logical functional division; in actual implementation, there may be other division methods. For example, multiple units or components may be combined or integrated into another system, or some features may be ignored or not executed. Furthermore, the coupling or direct coupling or communication connection shown or discussed may be indirect coupling or communication connection through some interfaces, methods, or units, and may be electrical, mechanical, or other forms.

[0202] The units described as separate components may or may not be physically separate. The components shown as units may or may not be physical units; that is, they may be located in one place or distributed across multiple network units. Some or all of the units can be selected to achieve the purpose of this embodiment according to actual needs.

[0203] In addition, the functional units in the various embodiments of the present invention can be integrated into one processing unit, or each unit can exist physically separately, or two or more units can be integrated into one unit.

[0204] If a function is implemented as a software functional unit and sold or used as an independent product, it can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of this invention, or the part that contributes to the prior art, or a part of the technical solution, can be embodied in the form of a software product. This computer software product is stored in a storage medium and includes several instructions to cause a computer device (which may be a personal computer, server, or network device, etc.) to execute all or part of the steps of the methods of the various embodiments of this invention. The aforementioned storage medium includes various media capable of storing program code, such as USB flash drives, portable hard drives, read-only memory (ROM), random access memory (RAM), magnetic disks, or optical disks.

[0205] Those skilled in the art will understand that all or part of the steps of the above-described method embodiments can be implemented by hardware related to program instructions. The aforementioned program can be stored in a computer-readable storage medium. When executed, the program performs the steps of the above-described method embodiments; and the aforementioned storage medium includes various media capable of storing program code, such as ROM, RAM, magnetic disks, or optical disks.

[0206] Finally, it should be noted that other embodiments of the invention will readily occur to those skilled in the art upon consideration of the specification and practice of the invention disclosed herein. This invention is intended to cover any variations, uses, or adaptations of the invention that follow the general principles of the invention and include common knowledge or customary techniques in the art not disclosed herein, and is not limited to the precise structures described above and shown in the accompanying drawings, and various modifications and changes can be made without departing from its scope. The scope of the invention is limited only by the appended claims.

Claims

1. A work order quality inspection method, characterized in that, The method comprises the following steps: obtaining a plurality of to-be-processed work orders in a target processing unit; performing quality inspection on each to-be-processed work order to obtain first quality inspection score information of each to-be-processed work order, and outputting the first quality inspection score information of each to-be-processed work order; processing each to-be-processed work order to obtain a plurality of processed work orders; performing quality inspection on each processed work order to obtain second quality inspection score information of each processed work order, and outputting the second quality inspection score information of each processed work order; after a preset time length, obtaining work order information of all processed work orders in the target processing unit, performing quality inspection on the target processing unit according to the work order information of each processed work order to obtain third quality inspection score information, and outputting the third quality inspection score information; the step of performing quality inspection on each to-be-processed work order to obtain first quality inspection score information of each to-be-processed work order comprises the following steps: obtaining work order information of the to-be-processed work order; determining a complaint score, a sensitive word score, a first flow number score, a first overtime score, a first work order processing time length score and a first key customer score of the to-be-processed work order respectively according to the work order information of the to-be-processed work order; adding the complaint score, the sensitive word score, the first flow number score, the first overtime score, the first work order processing time length score and the first key customer score of the to-be-processed work order to determine the first quality inspection score information of the to-be-processed work order; wherein the sum of the complaint score and the sensitive word score is less than or equal to a first preset threshold value; the step of performing quality inspection on each processed work order to obtain second quality inspection score information of each processed work order comprises the following steps: obtaining work order information of the processed work order; determining a complaint score, a sensitive word score, a second flow number score, a second overtime score, a second work order processing time length score, a second key customer score and a customer satisfaction score of the processed work order respectively according to the work order information of the processed work order; adding the complaint score, the sensitive word score, the second flow number score, the second overtime score, the second work order processing time length score, the second key customer score and the customer satisfaction score of the processed work order to determine the second quality inspection score information of the processed work order; wherein the sum of the complaint score and the sensitive word score is less than or equal to a first preset threshold value; the step of performing quality inspection on the target processing unit according to the work order information of each processed work order to obtain third quality inspection score information comprises the following steps: obtaining work order information of each processed work order, wherein the work order information comprises processing time length information and user satisfaction information; determining work order average processing time length information of the target processing unit according to the processing time length information of the plurality of processed work orders, and determining work order average processing time length relative value information of the target processing unit in the preset time length according to the work order average processing time length information of the target processing unit and historical work order average processing time length information of the target processing unit; According to the user satisfaction information of each processed work order, the number information of dissatisfied work orders in the target processing unit and the number information of all work orders are determined, and according to the number information of dissatisfied work orders and the number information of all work orders, the dissatisfied work order proportion information of the target processing unit is determined, and according to the dissatisfied work order proportion information of the target processing unit and the historical dissatisfied work order proportion information of the target processing unit, the dissatisfied work order ring ratio value information of the target processing unit in the preset time length is determined. According to the processing time information of each processed work order, the number information of processing overtime work orders in the target processing unit and the number information of processing non-overtime work orders are determined, and according to the number information of processing overtime work orders and the number information of processing non-overtime work orders, the processing overtime work order proportion information of the target processing unit is determined, and according to the processing overtime work order proportion information of the target processing unit and the historical processing overtime work order proportion information of the target processing unit, the processing overtime work order ring ratio value information of the target processing unit in the preset time length is determined. The work order average processing time length information, the work order average processing time length ring ratio value information, the dissatisfied work order proportion information, the dissatisfied work order ring ratio value information, the processing overtime work order proportion information and the processing overtime work order ring ratio value information are added to obtain the third quality inspection score of the target processing unit.

2. The method of claim 1, wherein, The sensitive word score of the to-be-processed work order is determined according to the work order information of the to-be-processed work order, including: Obtaining the work order description content of the to-be-processed work order, searching the work order description content according to the preset sensitive word library, and determining the to-be-verified sensitive word in the work order description content; According to the sliding window, the to-be-verified sensitive word is centered in the work order description content, the expression word corresponding to the to-be-verified sensitive word and the text in the sliding window are obtained; The matching degree information of the expression word and the text in the sliding window is determined by the cosine algorithm, and it is judged whether the matching degree information is greater than a second preset threshold value, if yes, the to-be-verified sensitive word in the to-be-processed work order is determined as a sensitive word, and the to-be-processed work order contains a sensitive word; According to the sensitive word level of the sensitive word in the to-be-processed work order determined by the preset sensitive word library, the sensitive word score of the to-be-processed work order is determined.

3. The method of claim 1, wherein, The work order average processing time length information of the target processing unit is determined according to the processing time length information of a plurality of processed work orders, including: Obtaining the work order information of each processed work order, wherein the work order information includes complaint information, sensitive word information and key customer information; According to the complaint information, the sensitive word information and the key customer information, the first weight information, the second weight information and the third weight information of each processed work order are determined respectively; The weight information of each processed work order is determined according to the first weight information, the second weight information and the third weight information; wherein the value of the sum of the first weight information and the second weight information is less than or equal to a third preset threshold, and the value of the sum of the first weight information, the second weight information and the third weight information is less than or equal to a fourth preset threshold; The sum information of the weight information of the target processing unit is determined according to the weight information of each processed work order; The work order average processing time length information of the target processing unit is determined according to the weight information of each processed work order, the processing time length information of each processed work order and the sum information of the weight information of the target processing unit.

4. A work order quality inspection apparatus, characterized by, Comprise: The acquisition module is used for acquiring a plurality of to-be-processed work orders in a target processing unit; The first processing module is used for performing quality inspection on each to-be-processed work order, obtaining first quality inspection score information of each to-be-processed work order, and outputting the first quality inspection score information of each to-be-processed work order; The second processing module is used for processing each to-be-processed work order to obtain a plurality of processed work orders; The third processing module is used for performing quality inspection on each processed work order, obtaining second quality inspection score information of each processed work order, and outputting the second quality inspection score information of each processed work order; The fourth processing module is used for acquiring work order information of all processed work orders in the target processing unit after a preset time length, performing quality inspection on the target processing unit according to the work order information of each processed work order, obtaining third quality inspection score information, and outputting the third quality inspection score information; The first processing module is specifically used for obtaining work order information of a to-be-processed work order; determining a complaint score, a sensitive word score, a first flow number score, a first overtime score, a first work order processing time length score and a first key customer score of the to-be-processed work order respectively according to the work order information of the to-be-processed work order; adding the complaint score, the sensitive word score, the first flow number score, the first overtime score, the first work order processing time length score and the first key customer score of the to-be-processed work order to determine first quality inspection score information of the to-be-processed work order; wherein the value of the sum of the complaint score and the sensitive word score is less than or equal to a first preset threshold; The third processing module is specifically used for obtaining work order information of a processed work order; determining a complaint score, a sensitive word score, a second flow number score, a second overtime score, a second work order processing time length score, a second key customer score and a customer satisfaction score of the processed work order respectively according to the work order information of the processed work order; adding the complaint score, the sensitive word score, the second flow number score, the second overtime score, the second work order processing time length score, the second key customer score and the customer satisfaction score of the processed work order to determine second quality inspection score information of the processed work order; wherein the value of the sum of the complaint score and the sensitive word score is less than or equal to a first preset threshold; The fourth processing module is specifically configured to obtain ticket information of each processed ticket, wherein the ticket information comprises processing time information and user satisfaction information; determine ticket average processing time information of the target processing unit according to the processing time information of the plurality of processed tickets, determine a ticket average processing time growth rate information of the target processing unit in the preset time length according to the ticket average processing time information of the target processing unit and historical ticket average processing time information of the target processing unit; determine number information of dissatisfied tickets in the target processing unit and number information of all tickets in the target processing unit according to the user satisfaction information of each processed ticket, determine a dissatisfied ticket proportion information of the target processing unit according to the number information of the dissatisfied tickets and the number information of all tickets, and determine a dissatisfied ticket growth rate information of the target processing unit in the preset time length according to the dissatisfied ticket proportion information of the target processing unit and historical dissatisfied ticket proportion information of the target processing unit; determine number information of processing timeout tickets in the target processing unit and number information of non-processing timeout tickets in the target processing unit according to the processing time information of each processed ticket, determine a processing timeout ticket proportion information of the target processing unit according to the number information of the processing timeout tickets and the number information of the non-processing timeout tickets, and determine a processing timeout ticket growth rate information of the target processing unit in the preset time length according to the processing timeout ticket proportion information of the target processing unit and historical processing timeout ticket proportion information of the target processing unit; add the ticket average processing time information, the ticket average processing time growth rate information, the dissatisfied ticket proportion information, the dissatisfied ticket growth rate information, the processing timeout ticket proportion information and the processing timeout ticket growth rate information to obtain a third quality inspection score of the target processing unit.

5. An electronic device, comprising: comprise: a memory, a processor; the memory stores computer execution instructions; the processor executes the computer execution instructions stored in the memory, so that the processor executes the method of any one of claims 1-3.

6. A computer readable storage medium characterized by, The computer readable storage medium stores computer execution instructions, and the computer execution instructions are executed by the processor to implement the method of any one of claims 1-3.

7. A computer program product, characterised in that, comprise a computer program, which is executed by the processor to implement the method of any one of claims 1-3.

Images