Wireless network complaint work order contact point management and processing method based on risk identification

Abstract

The present application discloses a wireless network complaint work order contact point control and processing method based on risk identification, which relates to the field of data processing technology, including: obtaining the work order processing data in the current complaint work order processing process, and generating a link risk mark of a preset control contact based on the work order processing data; after the current complaint work order is completed, the current complaint work order is audited based on the link risk mark to obtain an audit result; if the audit result is that the audit fails, the current complaint work order is returned, and the steps of obtaining the work order processing data in the current complaint work order processing process and generating a link risk mark of a preset control contact based on the work order processing data and subsequent steps are executed; if the audit result is that the audit passes, the current complaint work order is closed. The present application identifies risks in the early stages of the problem by marking them in real time, thereby improving the timeliness of risk discovery.

Description

Technical Field

[0001] The present application relates to the field of data processing technology, and in particular to a method for managing and processing wireless network complaint work order contact points based on risk identification. Background Art

[0002] In today's era of booming wireless communication technology, users are increasingly demanding the quality of wireless network services. The quality of on-site complaint handling has become a key indicator of the competitiveness of communications service providers. However, the on-site complaint handling process is extremely complex, involving multiple departments and numerous steps. Typically, the review department reviews the completion of the work order after the entire service is completed. If problems arise in any of these steps or departments during the service, they are difficult to detect and resolve in a timely manner, resulting in delayed service responses and a negative impact on the customer experience.

[0003] The above content is only used to assist in understanding the technical solution of this application and does not constitute an admission that the above content is prior art. Summary of the Invention

[0004] The main purpose of this application is to provide a wireless network complaint work order contact management and processing method based on risk identification, aiming to solve the technical problem of poor risk identification ability in the on-site complaint service process, resulting in untimely service response.

[0005] To achieve the above objectives, this application proposes a method for managing and processing wireless network complaint work order contacts based on risk identification, the method comprising:

[0006] Obtaining work order processing data in the current complaint work order processing process, and generating a link risk mark of a preset control touchpoint based on the work order processing data, wherein the link risk mark is used to characterize the risk level of the control touchpoint;

[0007] After the current complaint work order is completed, the current complaint work order is reviewed based on the link risk mark to obtain a review result;

[0008] If the audit result is failure, the current complaint work order is returned, and the steps of obtaining the work order processing data in the current complaint work order processing flow and generating the link risk mark of the preset control touchpoint based on the work order processing data and subsequent steps are executed;

[0009] If the review result is passed, the current complaint ticket will be closed.

[0010] One or more technical solutions proposed in this application have at least the following technical effects:

[0011] In this application, by obtaining the work order processing data from the current complaint work order processing process and generating risk markers for preset control touchpoints based on this work order processing data, potential risks can be promptly identified at each key control touchpoint in the work order processing process. Unlike auditing after the service is completed, this application identifies problems at an early stage by marking risks in real time, improving the timeliness of risk discovery.

[0012] After the current complaint work order is completed, the current complaint work order is audited based on the link risk mark to obtain an audit result. If the audit result is that the audit fails, the current complaint work order is returned, and the work order processing data corresponding to the preset control contact in the complaint work order processing process is obtained, and the steps and subsequent steps of generating the link risk mark of the control contact based on the work order processing data are performed; if the audit result is that the audit passes, the current complaint work order is closed. In this application, by introducing risk marks, a clear audit focus is provided for the post-audit of complaint work orders, making the audit process more direct and efficient. Based on risk marks, work orders with higher risks and risk links in risk work orders can be quickly identified, thereby improving the efficiency of work order audits, improving the timeliness of risk discovery, and being able to more accurately locate problems during the audit, thereby improving the accuracy of work order audits. BRIEF DESCRIPTION OF THE DRAWINGS

[0013] The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present application and, together with the description, serve to explain the principles of the present application.

[0014] In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the following briefly introduces the drawings required for use in the embodiments or the description of the prior art. Obviously, for ordinary technicians in this field, other drawings can be obtained based on these drawings without any creative work.

[0015] Figure 1 A flowchart illustrating a first embodiment of a method for controlling and handling wireless network complaint work order contacts based on risk identification in this application;

[0016] Figure 2 A schematic diagram of the application process of dispatch management and control contacts provided in one embodiment of the present application;

[0017] Figure 3 A schematic diagram of the application process of contacting the control contacts before testing provided in one embodiment of the present application;

[0018] Figure 4 A schematic diagram of the application process of the on-site check-in control contact provided in one embodiment of the present application;

[0019] Figure 5 A schematic diagram of the application process of the test data control contact provided in one embodiment of the present application;

[0020] Figure 6 A schematic diagram of the application process of the problem handling and control touchpoint provided in one embodiment of the present application;

[0021] Figure 7 A schematic diagram of the application flow of a wireless network complaint work order contact management and processing method based on risk identification provided in one embodiment of the present application.

[0022] The purpose, features and advantages of this application will be further explained in conjunction with the embodiments and with reference to the accompanying drawings. DETAILED DESCRIPTION

[0023] It should be understood that the specific embodiments described herein are merely used to explain the technical solutions of the present application and are not intended to limit the present application.

[0024] In order to better understand the technical solution of the present application, a detailed description will be given below in conjunction with the accompanying drawings and specific implementation methods.

[0025] At present, the following problems exist in field service management: 1. The processing procedures are cumbersome and involve multiple links and departments, which easily lead to poor information transmission and low coordination efficiency. 2. The lack of real-time monitoring and refined management of each link makes it difficult to promptly discover and resolve problems in field services, resulting in untimely service responses and unsatisfactory processing results. In addition, communication service providers mainly rely on the following methods to manage complaint field service touchpoints: 1. Manual experience judgment, this method relies on the personal experience and subjective judgment of testers to evaluate the quality and risks of field services. 2. Simple data record analysis, this method is limited to the simple collection and analysis of basic call records and test data. The data source is single and lacks deep integration. It is difficult to fully and accurately reflect the actual situation of field services, affecting the scientificity and effectiveness of decision-making.

[0026] In summary, field service management suffers from the following issues: 1. Incomplete risk identification: Various risks encountered during field service, such as duplicate testing, multiple visits, and delayed resolution, cannot be fully identified. 2. Disorganized data management: Lack of management of call logs and test data leads to incomplete and inaccurate data. 3. Irregular processes: Lack of effective monitoring and management across all aspects of the service process makes it difficult to ensure service quality and efficiency. 4. Inaccurate cause analysis: Problem identification and analysis lack scientific basis, leading to incorrect attribution and ineffective solutions.

[0027] The embodiment of the present application obtains the work order processing data in the current complaint work order processing process and generates link risk markers for preset control touchpoints. Compared with relying solely on manual experience judgment, it is more comprehensive and objective.

[0028] In the embodiment of the present application, work order processing data is collected around preset control contacts to ensure the accuracy and completeness of the work order processing data, provide a strong basis for generating link risk tags, and ensure the accuracy of risk judgment.

[0029] In the embodiment of the present application, a complete closed-loop management process is proposed, from acquiring data, generating risk tags, reviewing work orders to processing work orders based on the review results, so that each link of the service process is closely connected. If a problem occurs in a certain link, it can be discovered and corrected in time, thereby standardizing the entire service process and improving service quality and efficiency.

[0030] In an embodiment of the present application, in the contact management link, the conclusions of the on-site test data analysis and the intelligent analysis single analysis function are combined, and automatic review rules are adopted to judge the risk level of each control contact. Compared with manual experience judgment, data analysis is performed based on actual test data and algorithms in the contact management process, which improves the accuracy and objectivity of the analysis results, thereby improving the accuracy of work order review.

[0031] It should be noted that the execution subject of this embodiment can be a computing service device with data processing, network communication, and program execution functions, such as a tablet computer, personal computer, mobile phone, etc., or an electronic device capable of performing the above functions. The following uses electronic devices as an example to illustrate this embodiment and the following embodiments.

[0032] Based on this, the embodiment of the present application provides a wireless network complaint work order contact management and processing method based on risk identification, referring to Figure 1 , Figure 1 This is a flow chart of the first embodiment of the wireless network complaint work order contact management and processing method based on risk identification in this application.

[0033] In this embodiment, the wireless network complaint work order contact point management and processing method based on risk identification includes steps S10 to S40:

[0034] Step S10: Acquire the work order processing data in the current complaint work order processing process, and generate a link risk mark for the preset control touchpoint based on the work order processing data, wherein the link risk mark is used to represent the risk level of the control touchpoint;

[0035] Work order processing data refers to all types of information generated or involved in the complaint work order processing process, including but not limited to complaint number, dispatch time, tester information, test data, on-site check-in location information, and user feedback. Pre-set control touchpoints are key pre-set links in the wireless network complaint work order processing process. In this embodiment, they primarily include seven steps: dispatch management, pre-test contact with the user, on-site check-in, on-site photography, on-site testing, issue resolution, and user explanation and reassurance. In this embodiment, relevant data is collected at each touchpoint for risk assessment.

[0036] During the complaint ticket processing process, the ticket processing data generated by each preset control touchpoint is collected in real time or periodically. The ticket processing data of different control touchpoints are not described here in detail and can be set according to the actual control touchpoints and audit requirements.

[0037] Then, according to the preset risk assessment rules corresponding to each control contact, the work order processing data of each control contact is analyzed and processed to generate a link risk mark. Specifically, the process of generating a link risk mark of a control contact based on the work order processing data can be: according to the preset risk assessment rules corresponding to the control contact, the work order processing data is analyzed in multiple dimensions to identify the risk behavior type corresponding to the control contact; if the risk behavior type is identified to meet the preset risk conditions, a high-risk risk mark is generated; the high-risk risk mark is associated with the work order review interface of the corresponding control contact; wherein, the risk behavior type includes at least one of the following: repeated test behavior, that is, multiple repeated tests are determined based on the historical work order records of the complaint number; service timeliness anomalies, that is, service delays or process violations are determined based on the time difference in the call records; location offset behavior, that is, false tests are determined based on the offset distance between the check-in location and the complaint point coordinates; data integrity loss, that is, incomplete data collection is determined based on the number of test logs or photos; user feedback risk, that is, post-service defects are determined based on customer satisfaction or repeated complaint records. It should be noted that the link risk mark is used to indicate the risk level of the preset control touchpoint. The specific risk level classification can be set according to actual needs and is not restricted here. For example, the link risk mark can include a high-risk mark and a low-risk mark, or the link risk mark can include a high-risk mark and a no-risk mark.

[0038] It is understandable that by acquiring data in real time and generating risk markers, potential risks can be discovered in the early stages of complaint ticket processing, allowing relevant personnel to pay timely attention and take measures to avoid further deterioration of the problem. This helps to locate the link where the problem occurs, provide a basis for subsequent targeted problem solving, and improve the efficiency of problem solving.

[0039] Step S20: After the current complaint work order is completed, the current complaint work order is reviewed based on the link risk mark to obtain the review result;

[0040] The audit result is a post-audit conclusion based on the risk markers of the current complaint ticket. It is divided into two statuses: approved and rejected. The audit can be based on pre-established audit criteria, including but not limited to the type, number, severity, and rationality of the risk markers, as well as the rationality of the issue handling.

[0041] After a complaint ticket has completed all pre-set processing steps, it can be comprehensively reviewed based on its risk markers. Based on pre-set review criteria, the risk profile of each marker is comprehensively considered. For example, if a ticket has high risk markers at multiple key touchpoints and the resolution is unclear or unreasonable, the ticket may be deemed unsuccessful. Conversely, if the ticket has fewer risk markers and the resolution is appropriate, the ticket may be considered approved.

[0042] It is understandable that by reviewing the work orders, we ensure that the work order processing complies with the predetermined standards, avoid irregular and incomplete processing, and ensure the quality of complaint handling. The review process prompts testers to operate in accordance with regulations at each link, avoid arbitrariness, further standardize the complaint work order processing process, and improve the overall processing level.

[0043] Step S30: If the audit result is failure, the current complaint work order is returned, and the steps of obtaining the work order processing data in the current complaint work order processing flow and generating the link risk mark of the preset control touchpoint based on the work order processing data and subsequent steps are executed;

[0044] If the audit result is a failure, the current complaint ticket will be returned to the previous processing link or a designated reprocessing link, requiring relevant personnel to re-address the issues in the ticket. If the audit fails due to incomplete on-site test data, the tester will need to collect and supplement the test data again, reassess the risks of the on-site testing link, and then proceed with the subsequent processing and review steps again until the audit passes.

[0045] Furthermore, in a feasible implementation method, if the audit result is failure, the auditor is prompted to manually review the control touch points marked with high risk. If the manual review is passed, the audit result is updated to passed. If the manual review is not passed, the audit result is updated to failed, and the steps of returning the current complaint work order and subsequent steps are executed.

[0046] Step S40: If the audit result is approved, the current complaint ticket is closed.

[0047] When the audit result is passed, the closing operation will be automatically executed, that is, the current complaint work order processing process will end, and the relevant data will be archived. At this time, all processing processes involved in the complaint work order will be officially completed, and relevant information such as work order processing data, link risk tags, audit results, etc. will be organized and archived for subsequent query and analysis.

[0048] In this embodiment, by acquiring work order processing data from the current complaint work order process and generating risk markers for pre-set control touchpoints based on the work order processing data, potential risks can be promptly identified at each key control touchpoint in the work order process. Unlike auditing after service completion, this application identifies issues at an early stage by marking risks in real time, improving the timeliness of risk discovery.

[0049] After the current complaint work order is completed, the current complaint work order is audited based on the link risk mark to obtain the audit result. If the audit result is that the audit fails, the current complaint work order is returned, and the work order processing data corresponding to the preset control contact in the complaint work order processing process is obtained, and the steps and subsequent steps of generating the link risk mark of the control contact based on the work order processing data are executed; if the audit result is that the audit passes, the current complaint work order is closed. This embodiment, by introducing risk marks, provides a clear audit focus for the post-audit of complaint work orders, making the audit process more direct and efficient. Based on the risk marks, work orders with higher risks and risk links in risk work orders can be quickly identified, thereby improving the efficiency of work order audits, improving the timeliness of risk discovery, and being able to more accurately locate problems during the audit, thereby improving the accuracy of work order audits.

[0050] In one feasible embodiment, step S20, the step of reviewing the current complaint work order based on the link risk mark to obtain the review result, includes:

[0051] Step S201: If the number of high-risk risk marks in the risk marks of each link is greater than or equal to the preset number of marks, the audit result is determined to be audit failure;

[0052] A high-risk mark is a mark with a higher risk level among the link risk marks. When entering the post-review stage of the current complaint work order, all link risk marks generated by the work order at various control touchpoints will first be summarized and classified, and the high-risk risk marks will be specifically screened out, and their number will be counted. The number of high-risk risk marks obtained will be compared with the preset number of marks. If the number of high-risk risk marks is greater than or equal to the preset number of marks, it means that there are many problems that seriously affect the processing quality and service effect during the processing of the work order. Based on this, the review result of the work order is determined to be failure to pass the review, which means that there are major defects in the processing of the work order and it needs to be reprocessed. It should be noted that the preset number of marks can be a value determined based on comprehensive factors such as past experience, industry standards, and the company's requirements for service quality. It is used to measure whether the number of high-risk risk marks has reached the level that affects the approval of the work order. The specific value is not restricted here.

[0053] In step S202, if the number of high-risk risk marks in the risk marks of each link is less than the preset number of marks, the audit result is determined to be audit passed.

[0054] If the number of high-risk risk marks in the risk marks of each link is less than the preset number of marks, it indicates that although there may be some risks in the processing of the work order, there are few problems that seriously affect the processing quality. Based on this, the review result of the work order is determined to be passed, which means that the work order processing basically meets the requirements and can enter the next process or complete the processing.

[0055] It is understandable that work orders with relatively low risks can be quickly reviewed and approved, avoiding unnecessary repeated checks and processing, which speeds up the turnover of work orders, improves the overall complaint handling efficiency, and enables companies to respond to and resolve user problems in a timely manner.

[0056] In one feasible embodiment, in step S10, after the step of generating the link risk mark of the control touchpoint based on the work order processing data, the following steps are further included:

[0057] Step S50: If the link risk mark of the control contact is detected as a high-risk mark, a comparison is performed based on the work order processing data and the work order processing standard data to determine the high-risk behavior in the processing of the current complaint work order;

[0058] Standard data for work order processing is a set of data standards developed based on industry specifications, internal corporate standards, and past successful processing experience. It covers the data range, operating procedures, and indicator requirements that each control touchpoint should have under normal and compliant processing conditions. For example, standard data for on-site testing includes the business type to be tested, the qualified range of each business indicator, and the time requirements for testing.

[0059] When it is detected that the link risk mark of a certain control contact is a high-risk mark, the work order processing data corresponding to the control contact is extracted, and the work order processing data is compared item by item with the work order processing standard data related to the control contact. According to the comparison results, the high-risk behavior in the current complaint work order processing process is determined according to the pre-set rules. For example, in the testing link, if the work order processing data shows that the test business is missing key items, and the standard data requires all tests, then the "key test business is missing" is judged as a high-risk behavior. That is, high-risk behavior is a specific violation or abnormal operation behavior that leads to a high-risk mark in the process of complaint work order processing. For example, in the on-site check-in link, if the check-in time and the test time interval do not comply with the regulations, or the check-in location is too far away from the actual complaint point, it is a high-risk behavior.

[0060] By comparing high-risk behaviors with standard data, the specific reasons that lead to serious problems in the handling of complaint tickets can be found quickly and accurately, which helps to strengthen the testers' attention to operating specifications. During the handling of complaint tickets, testers can take direct measures to address the problems, avoid blind investigations, save processing time, and improve the efficiency of handling complaint tickets.

[0061] Step S60: outputting high-risk warning information based on the high-risk behavior;

[0062] After high-risk behaviors are identified, prompt information containing detailed information about the high-risk behaviors is generated based on pre-set templates and information formats. The high-risk prompt information can be pushed to relevant personnel in a variety of ways, such as popping up a prompt box on the work order processing interface, sending SMS notifications, pushing messages in the company's internal communication software, etc.

[0063] It is understandable that by outputting prompt information, it is ensured that testers and reviewers are aware of the problems in the work order, avoiding further deterioration of the problem or delayed processing due to untimely information, and improving the timeliness of handling complaint work orders.

[0064] Step S70: If it is detected that there is updated work order processing data for the control contact, the link risk mark of the control contact is updated based on the updated work order processing data, and after the current complaint work order is completed, the current complaint work order is reviewed based on the link risk mark to obtain the review results and subsequent steps.

[0065] After receiving high-risk warning information, the tester can correct the operation of the control contact link based on the high-risk warning information. The processing data generated by the tester during the operation is used to re-determine the risk mark of the control contact to monitor the risk level of the control contact.

[0066] Specifically, during the work order processing process, when new work order processing data is generated by the control contact, the link risk mark of the control contact is re-determined based on the updated work order processing data, and then the current complaint work order is re-reviewed based on the updated link risk mark to ensure that the work order review results can reflect the latest processing situation and ensure the accuracy and timeliness of the processing process.

[0067] It is understandable that as the work order processing data changes, the risk tags and audit results are updated in a timely manner, forming a dynamic processing process closed loop from data update to risk tag update, and then to re-audit and subsequent processing, avoiding inaccurate audits due to data lags, and being able to flexibly respond to various changes in the work order processing process. For example, when testers discover new problems and supplement data or modify processing plans, they can adjust the risk assessment and audit processes in a timely manner, thereby improving the adaptability of the entire processing process.

[0068] Based on the first embodiment of the present application, in the second embodiment of the present application, the same or similar contents as those in the above-mentioned embodiment 1 can be referred to the above introduction and will not be repeated hereafter. In this embodiment, the control contact is the dispatch management control contact, and the work order processing data is the current number work order record corresponding to the current complaint number. On this basis, in step S10, the step of generating the link risk mark of the control contact based on the work order processing data includes:

[0069] Step S101: If there is an in-transit work order in the work order record for the current number, and / or the number of historical complaint work orders in the work order record for the current number is greater than or equal to a preset number of work orders, then output a repeat test risk and receive feedback information based on the repeat test risk, where the historical complaint work orders are complaint work orders within a first preset time period before the current complaint work order.

[0070] The current number ticket record contains all ticket information associated with the current complaint number. In-transit tickets are tickets that are in the wireless network complaint ticket processing process but have not yet completed all processing steps and are not closed. For example, tickets have been assigned but the tester has not yet completed on-site testing and problem resolution. Historical complaint tickets are tickets corresponding to complaints initiated using the current complaint number within the first preset time period before the current complaint ticket.

[0071] First, retrieve the current number work order record corresponding to the current complaint number, check whether there is an in-transit work order in the record, and at the same time count the number of historical complaint work orders and compare it with the preset number of work orders. If there is an in-transit work order, or the number of historical complaint work orders is greater than or equal to the preset number of work orders, it indicates a situation that may lead to repeated testing, and outputs a repeated testing risk warning message. After receiving the prompt message, the relevant personnel input feedback information through the interface or other interactive methods according to the actual situation. The feedback information is information indicating whether to continue to create complaint work orders. It should be noted that the preset number of work orders can be a value determined based on business experience, resource allocation, service strategy and other factors. It is used to measure whether the number of historical complaint work orders has reached a level that may cause risks. The specific value is not restricted here.

[0072] Step S102: If the feedback information is to continue to create the work order, a high-risk mark is generated and used as a link risk mark for the dispatch management and control touchpoint.

[0073] If the feedback information is to continue creating the work order, a high-risk mark will be generated and used as a link risk mark for the dispatch management and control touchpoint, and recorded in the work order related information.

[0074] For details, please refer to Figure 2 , the specific control process of the dispatch management control touchpoint can be: first, create an on-site work order; after the work order is created, the staff clicks to dispatch the centralized complaint work order case, and the electronic device retrieves the complaint number of the work order after detecting the staff's click operation; based on the complaint number, conditional judgment is performed, specifically including: judging whether the same number has an in-transit test, and judging whether the complaint number has more than or equal to three tests in the past 30 days; if the same number has an in-transit test (that is, there is an in-transit work order in the current number work order record), or the complaint number has more than or equal to three tests in the past 30 days (that is, the number of historical complaint work orders in the current number work order record is greater than or equal to the preset work order number), then Prompt risk (that is, prompt repeated test risk), determine whether the instruction to continue to create the work order is received, if it is determined to continue to create the work order, mark the high risk (that is, if the feedback information is to continue to create the work order, generate a high risk mark and use it as the link risk mark of the dispatch management control touchpoint), and then enter the contact control touchpoint before testing; if the same number has no in-transit test, or the complaint number has not been tested more than three times in the past 30 days, or if the same number has been in-transit test or the complaint number has been tested more than three times in the past 30 days, it is determined not to continue to create the work order, then end the control, the control touchpoint can be marked as low risk or no risk, and then enter the contact control touchpoint before testing.

[0075] It is understandable that at the dispatch management and control touchpoints, through detailed analysis and risk assessment of work order records, accurate identification and management of repeated testing risks are achieved, effectively avoiding the waste of resources and inefficient services caused by repeated testing.

[0076] In one feasible embodiment, the control touchpoint is a pre-test contact control touchpoint, and the work order processing data is a call record and call recording of the tester. The step of generating a link risk marker for the control touchpoint based on the work order processing data includes:

[0077] Step S103: If a service risk tag is identified based on the call recording, and / or if intense emotions are identified based on the call recording, a high-risk tag is generated and used as a risk tag for the contact management touchpoint before the test;

[0078] In this embodiment, a call recording between a tester and a user is obtained, and label analysis is performed on the call recording to identify whether there are service risk labels therein. Emotion recognition is also performed on the call recording to determine whether there are intense emotions. The specific label analysis and emotion recognition algorithms are not described here in detail and can be set according to actual needs.

[0079] If a service risk tag is identified, or if intense emotions are identified, or both are present, a high-risk tag is generated and used as a risk tag for contact control touchpoints before testing. It should be noted that service risk tags are information tags indicating poor service quality or causing user dissatisfaction. For example, situations where the promised service content cannot be delivered or the answers to user questions are vague can be judged as marking the corresponding service risk tag. Intense emotions can be strong emotional states such as anger, dissatisfaction, and excitement expressed by users or testers.

[0080] It is understandable that by conducting in-depth analysis of call recordings, potential service risks and emotional problems can be discovered in a timely manner, and risk warnings can be issued before the testing work is officially carried out to avoid further expansion of the problem, which helps to improve service quality.

[0081] And / or, in step S104, if the contact time difference between the first contact time and the dispatch time in the call record is greater than the second preset time length, and / or the first contact time is earlier than the work order check-in time, a high-risk mark is generated and used as a link risk mark; wherein, the first contact time is the time when the tester first contacts the current complaint number after receiving the current complaint work order.

[0082] The first contact time is the specific time point when the tester first contacts the current complaint number after receiving the current complaint work order. The dispatch time is the time when the current complaint work order is assigned to the tester. The contact time difference is the time interval between the first contact time and the dispatch time. The work order sign-in time is the time when the tester arrives at the site to sign in, which represents the time node when the tester starts to enter the on-site test.

[0083] Extract the first contact time from the call record, and obtain the dispatch time and work order check-in time, calculate the contact time difference between the first contact time and the dispatch time, and compare it with the second preset time, and determine whether the first contact time is earlier than the work order check-in time. If the contact time difference is greater than the second preset time, or the first contact time is earlier than the work order check-in time, or both are met at the same time, a high-risk mark is generated, and it is used as a risk mark for the contact control contact before the test. It should be noted that the second preset time can be a time threshold set according to business regulations and service standards, which is used to determine whether the tester contacted the user in a timely manner. The specific value is not limited here.

[0084] It is understandable that by setting time standards and monitoring them, we can ensure that testers can contact users in a timely manner, avoid long waiting times for users due to contact delays, improve the timeliness of complaint ticket processing services, make the entire pre-test contact process proceed in an orderly manner, and improve the standardization of internal corporate management.

[0085] For details, please refer to Figure 3, the control process of contact control touchpoints before testing can be: the network tester needs to contact the user after receiving the work order; if it is determined that the tester contacts the user, the intermediate number used by the tester is called to obtain the call records and recordings corresponding to the intermediate number. It should be noted that the intermediate number is a virtual phone number set up to protect the privacy of users and testers. In the network testing scenario, when the tester receives a work order and wants to contact the user, the intermediate number can be used to avoid direct exposure of the real mobile phone numbers of both parties. The intermediate number is usually allocated by the communication platform or related system. The tester dials the intermediate number to transfer to the user, and the user sees the intermediate number instead of the tester's real number; AI (Artificial Intelligence) is performed on the call recording Intelligence, artificial intelligence) recording filtering, specifically including label data recognition and emotion recognition. If service risks are identified based on label data recognition or intense emotions are identified based on emotion recognition, the pre-test contact control touchpoint is marked as high-risk, and then the on-site sign-in control touchpoint is entered; if no service risks are identified based on label data recognition or no intense emotions are identified based on emotion recognition, the control is ended, the control touchpoint is marked as low-risk or no-risk, and then the on-site sign-in control touchpoint is entered (that is, if a service risk label is identified based on the call recording, and / or an intense emotion is identified based on the call recording, a high-risk risk mark is generated and used as a risk mark for the pre-test contact control touchpoint); on the other hand, the call record enters the high-risk behavior filtering link, and first compares The first contact time and the order dispatch time are used to determine whether the first contact time and the order dispatch time are more than 24 hours, and then the first contact time is compared with the check-in time to determine whether the user is contacted before the work order check-in; if the first contact time and the order dispatch time are more than 24 hours or the customer is not contacted before the work order check-in, the pre-test contact control touchpoint is marked as high-risk (that is, if the contact time difference between the first contact time and the order dispatch time in the call record is greater than the second preset time length, and / or the first contact time is earlier than the work order check-in time, a high-risk risk mark is generated and used as a link risk mark), and then the on-site check-in control touchpoint is entered; if the first contact time and the order dispatch time are not more than 24 hours and the customer is contacted before the work order check-in, the control is ended, and the control touchpoint is marked as low risk or no risk, and then the on-site check-in control touchpoint is entered.

[0086] It is understandable that before the test, the control points were contacted, and through content analysis of the call recordings and time analysis of the call records, risks were identified from multiple dimensions such as service hazards, emotional state and time compliance, achieving all-round and in-depth control of the risks in this link, and improving the accuracy and comprehensiveness of risk identification.

[0087] In one feasible embodiment, the control touchpoint is an on-site check-in control touchpoint, and the work order processing data is the work order check-in location, the actual test location in the network test log, and the complaint point location. The step of generating a link risk marker for the control touchpoint based on the work order processing data includes:

[0088] Step S105: If the first offset distance between the work order check-in location and the complaint point location is greater than the first preset distance, a high-risk mark is generated and used as a link risk mark for the on-site check-in control touchpoint;

[0089] The work order check-in location is the geographic location information recorded by the tester through the check-in operation after arriving at the complaint point. It can be obtained and uploaded by the positioning device. The complaint point location is the actual geographic location where the wireless network problem pointed out in the user complaint occurred. It is the target location of the entire testing work. The first offset distance is the straight-line distance in space between the work order check-in location and the complaint point location.

[0090] Obtain the work order check-in location and complaint point location information, calculate the first offset distance between the work order check-in location and the complaint point location based on GIS (Geographic Information System) technology, and compare the calculated first offset distance with the first preset distance. If the first offset distance is greater than the first preset distance, it means that there may be a problem with the check-in, such as a false check-in, etc., and a high-risk mark is generated, which is used as a link risk mark for the on-site check-in control touchpoint. It should be noted that the first preset distance can be a distance threshold set according to actual business needs and accuracy requirements, which is used to determine whether the check-in location deviates too much from the complaint point. The specific value is not limited here.

[0091] It is understandable that by setting distance thresholds and risk marking mechanisms, violations such as false sign-ins by testers can be prevented, the authenticity and reliability of on-site sign-in information can be guaranteed, and the foundation for the accuracy of subsequent testing work can be laid.

[0092] And / or, in step S106, if the second offset distance between the actual test position and the complaint point position is greater than the second preset distance, a high-risk mark is generated and used as a link risk mark.

[0093] The actual test location is the geographic location information of the actual test site recorded by the device when the tester conducts a wireless network test, reflecting the actual location where the test operation occurs. The second offset distance is the straight-line distance in space between the actual test location and the complaint point location.

[0094] Obtain the actual test location and complaint point location information from the network test log, use GIS technology to calculate the second offset distance between the actual test location and the complaint point location, and compare the calculated second offset distance with the second preset distance. If the second offset distance is greater than the second preset distance, if the offset distance is too large, the test results may not accurately reflect the network status of the complaint point. At this time, a high-risk mark is generated and used as a risk mark for the on-site check-in control contact point. It should be noted that the second preset distance can be set according to business requirements and test accuracy standards to measure the degree of deviation between the actual test location and the complaint point location. The specific value is not restricted here.

[0095] It is understandable that by limiting the distance between the actual test location and the complaint point, the test work is ensured to be carried out at a location close to the problem location, thereby improving the validity and accuracy of the test results, thereby more accurately locating and solving wireless network problems.

[0096] Please refer to Figure 4 The control process of the on-site sign-in control touchpoint can be: the tester goes to the complaint point, and after confirming that the tester has arrived at the complaint point, the complaint point location uploaded by the tester is obtained, and the actual complaint point location (in the complaint work order) is corrected based on the complaint point location uploaded by the tester; the tester signs in on-site after arriving at the complaint point, and after confirming that the tester has completed the on-site sign-in, it is determined whether the sign-in offset between the sign-in location and the corrected actual complaint point location is greater than 300 meters; if the sign-in offset is greater than 300 meters, the offset reason filled in by the tester is obtained, and the on-site sign-in control touchpoint is marked as high-risk (that is, if the first offset distance between the work order sign-in location and the complaint point location is greater than the first preset distance, a high-risk mark is generated and used as the on-site sign-in control touchpoint). Link risk mark), enter the on-site photo control touchpoint; if the sign-in offset is less than or equal to 300 meters, after detecting the one-key test command triggered by the tester, a network test is performed, and it is determined whether the test minimum offset between the tester's position and the corrected actual complaint point position during the test is greater than 300 meters; if the test minimum offset is greater than 300 meters, the on-site sign-in control touchpoint is marked with high risk (that is, if the second offset distance between the actual test position and the complaint point position is greater than the second preset distance, a high risk mark is generated and used as a link risk mark), and enter the on-site photo control touchpoint; if the test minimum offset is less than or equal to 300 meters, the control is ended, the control touchpoint is marked as low risk or no risk, and enter the on-site photo control touchpoint.

[0097] It is understandable that at the on-site sign-in control touchpoints, through dual monitoring and risk marking of the offset distance between the work order sign-in location and the actual test location and the complaint point location, the management of location accuracy is strengthened, ensuring that the testing work is carried out around the real complaint point, and improving the authenticity and effectiveness of the test.

[0098] In one feasible embodiment, the control touchpoint is an on-site photo control touchpoint, and the work order processing data is a test site photo. The step of generating a link risk marker for the control touchpoint based on the work order processing data includes:

[0099] Step S107: If the number of test site photos is less than the preset number of photos, a high-risk mark is generated and used as a link risk mark for the on-site photo control touchpoint.

[0100] Test site photos are photos taken by testers at the wireless network complaint site. The photos are used to record the actual situation on site, such as device status and surrounding environment, and provide a visual basis for subsequent analysis and problem solving.

[0101] Obtain test site photos uploaded by testers, count the uploaded test site photos, and compare the counted number of photos with the preset number of photos. If the number of test site photos is less than the preset number of photos, it indicates that the on-site situation may not be fully recorded, and a high-risk mark will be generated. This will be used as a risk mark for the on-site check-in control touchpoint. It should be noted that the preset number of photos is a standard for the number of photos determined based on factors such as business needs, the completeness requirements of the problem analysis, and industry standards. The specific value is not restricted here.

[0102] Understandably, the clear photo quantity requirements and risk tagging mechanism encourage testers to strictly adhere to regulations when taking on-site photos, standardize the workflow for on-site photo control touchpoints, and improve the standardization of work. Furthermore, high-risk tagging enables reviewers to quickly identify work orders with insufficient photos and conduct targeted reviews and processing, avoiding indiscriminate review of all work orders. This improves review efficiency and saves time and resources.

[0103] In one feasible embodiment, the control touchpoint is an on-site test control touchpoint, and the work order processing data is a network test log. The step of generating a link risk marker for the control touchpoint based on the work order processing data includes:

[0104] In step S108, if the test data in the network test log does not match the required test indicators of the current complaint work order, and the tester completes the test form, a high-risk mark is generated and used as a link risk mark for the on-site test control touchpoint.

[0105] A network test log is a series of data automatically recorded by test equipment during wireless network testing. It includes test time, location, and various network indicators such as signal strength, bandwidth, and latency. It is an important basis for reflecting the test process and results. Test data is the specific measurement values ​​and related information recorded in the network test log, such as signal strength values ​​and network connection status at different time points.

[0106] The required test indicators of the current complaint ticket are pre-set network indicator requirements that need to be detected and recorded in this test based on the content of the user complaint and relevant technical standards, such as the specified signal strength range, minimum bandwidth value, etc.

[0107] Get the test data in the network test log and the required test indicators specified in the current complaint work order, compare the test data with the required test indicators one by one, check that the test data corresponds to the required test indicators specified in the current complaint work order, to determine whether the test data matches the required test indicators specified in the current complaint work order. When the test data corresponds to a required test indicator specified in the current complaint work order, it is determined that the match is consistent. When the test data does not correspond to a required test indicator specified in the current complaint work order, it is determined that the match is inconsistent. For example, if the dispatch order requires testing "2G voice, 4G Internet access, VOLTE", and there is only 4G data in the test data, the background determines that there is a contact risk in this test, that is, the risk of incomplete data, and displays this risk mark in the review link.

[0108] If the test data does not match the required test indicators, the tester completes the test form, generates a high-risk flag, and uses it as a risk flag for the on-site test control touchpoint. It should be noted that the test form is used by testers to record test-related information and results, including but not limited to test location, test time, test equipment information, test data summary, and problem analysis.

[0109] It is understandable that by standardizing the testing process, a clear risk marking mechanism can be established to encourage testers to strictly follow the work order requirements during the testing process, standardize the testing process, improve the standardization of testing work, and reduce testing errors caused by improper operation.

[0110] For details, please refer to Figure 5The control process of the on-site test control touchpoint may be as follows: after the test is confirmed to start, when a one-click test command triggered by the tester is detected, a network test is performed, a test log file (LOG, Log File) is generated, and transmitted to the radio access network (ARAN) backend; based on the test log file, it is determined whether the test location is within the complaint point (location); if the test location is within the complaint point location, the test log file is compared with the dispatch requirements to determine whether the test data is complete; if the test data is incomplete, it is determined that there is untested data, and based on the tester's instructions, it is determined whether to continue the test; if it is determined not to continue the test, the form is adjusted, and a high-risk mark is marked for the on-site test control touchpoint (that is, if the test data in the network test log does not match the required test indicators of the current complaint work order, and the tester completes the test form, a high-risk mark is generated and used as a link risk mark for the on-site test control touchpoint), and the problem handling control touchpoint is entered; if the test data is complete, the control is terminated and the problem handling control touchpoint is entered. If the test location is not within the complaint point, the test location of the tester is obtained, and it is determined whether the tester goes to the complaint point to continue the test; if the tester goes to the complaint point to continue the test, the network test steps and subsequent steps are executed when the one-key test command triggered by the tester is detected; if the tester does not go to the complaint point to continue the test, the steps and subsequent steps of determining whether the test data is complete based on the comparison of the test log file and the dispatch requirements are entered.

[0111] In one feasible embodiment, the control touchpoint is a problem handling control touchpoint, and the work order processing data is a network test log. The step of generating a link risk marker for the control touchpoint based on the work order processing data includes:

[0112] Step S109, determining the cause of the network abnormality based on the test data in the network test log;

[0113] Causes of network anomalies are factors that lead to abnormal conditions such as performance degradation and unstable connection in wireless networks, and can be divided into different categories, such as the first, second, and third categories. Among them, the first category of causes are anomalies caused by user equipment, external environment or subjective perception, and can be resolved without adjusting the network infrastructure, including but not limited to weak coverage, normal on-site tests, user-side reasons, and non-network reasons; the second category of causes are anomalies directly related to network equipment, resource configuration or internal technical defects, and need to be resolved through network optimization, expansion or fault repair, including but not limited to network failures, insufficient resources, internal network interference, external network interference, and other performance issues; the third category of causes are abnormal physical changes in the network, including but not limited to dismantling, stopping and moving.

[0114] Extract various test data from network test logs, including network indicator data such as signal strength, bandwidth, and latency. Use data analysis algorithms and models to conduct in-depth analysis of the extracted data. For example, analyze signal strength data to determine whether there is weak coverage, and combine bandwidth and latency data to determine whether there are network performance issues. Based on the data analysis results, determine the specific cause of the network anomaly.

[0115] Step S1010: If the network anomaly is caused by a first type of cause and the cause is determined to be accurate, a high-risk flag is generated and used as a risk flag for the problem handling and control touchpoint. The first type of cause includes network anomaly causes such as weak network coverage, normal field test, user-side causes, and non-network causes.

[0116] The first category of reasons includes weak network coverage, normal on-site tests, user-side reasons, and non-network reasons. Weak network coverage refers to insufficient wireless network signal strength to meet normal usage requirements; normal on-site tests indicate that no obvious network equipment or link problems were found during the test; user-side reasons involve factors such as user equipment failure and improper user operation; non-network reasons include situations where external environmental factors such as building obstructions affect network signals.

[0117] After determining that the cause of the network anomaly is a Category 1 cause, further technical means and experience are used to determine whether the cause is accurate. For example, if the cause is weak network coverage, multi-dimensional signal strength data verification and actual on-site inspections are used to confirm the cause. If the cause is confirmed to be accurate, a high-risk flag is generated and used as a risk flag for the problem handling and control touchpoint.

[0118] Step S1011: If the network anomaly is caused by the second type of cause, a fault performance analysis is performed on the target cell where the current complaint number is located. If the fault performance analysis result determines that the network anomaly is caused by an inaccurate cause, a high-risk mark is generated and used as a link risk mark. The second type of cause includes network failure, insufficient network resources, internal network interference, external network interference, and network performance issues.

[0119] The second category of reasons includes network failure (such as equipment failure, line failure, etc.), insufficient network resources (such as insufficient bandwidth, insufficient server resources, etc.), intra-network interference (mutual interference between different signals within the same network), extra-network interference (interference of other external signal sources on the network) and network performance issues (such as excessive network latency, high packet loss rate, etc.).

[0120] The target cell is the wireless network coverage area where the current complaint number is located, and is the specific object for fault performance analysis. When it is determined that the cause of the network abnormality is the second type of cause, professional fault performance analysis tools and algorithms are called for analysis of the target cell where the current complaint number is located. Based on the results of the fault performance analysis, it is determined whether the cause of the network abnormality is accurate. For example, if the analysis results show that there is an equipment failure and it is consistent with the previously determined cause of the network abnormality, the cause is considered accurate. If the cause of the network abnormality is determined to be inaccurate based on the results of the fault performance analysis, a high-risk mark is generated and used as a link risk mark for the problem handling control contact point. It should be noted that the specific process of the fault performance analysis is not limited here.

[0121] In step S1012, if the cause of the network abnormality is the third type of cause, the target cell's work parameter table site life cycle status is queried. If the cause of the network abnormality determined based on the work parameter table site life cycle status is inaccurate, a high-risk mark is generated and used as a link risk mark; wherein, the third type of cause includes network dismantling, suspension, and relocation.

[0122] The third type of reason is the dismantling, suspension and relocation of the network, including the dismantling, deactivation and relocation of network base stations. When the cause of the network abnormality is the third type of reason, query the site life cycle status of the engineering parameter table of the target cell to obtain the relevant engineering parameters and status information of the site. According to the site life cycle status information of the engineering parameter table, judge whether the cause of the network abnormality is accurate. For example, if the engineering parameter table shows that a base station is in the process of being dismantled, it is consistent with the previously judged cause of the network abnormality, and the cause is considered to be accurate. If the cause of the network abnormality is determined to be accurate based on the site life cycle status of the engineering parameter table, a high-risk mark is generated and used as a link risk mark for the problem handling control touchpoint. It should be noted that the site life cycle status of the engineering parameter table records the engineering parameters of the target cell network site, such as site location, equipment model, etc., as well as its status information at different stages such as construction, operation, maintenance, and dismantling.

[0123] Please refer to Figure 6The control process of the problem handling control contact point can be: the tester uploads the test data and the cause of the network abnormality after completing the test; after receiving the cause of the network abnormality and the test data uploaded by the tester, the current complaint work order is used as the work order to be reviewed, and the cause of the network abnormality is reviewed in combination with the test data analysis. Specifically, the work order to be reviewed is automatically reviewed by reason. In this implementation, the work order to be reviewed is divided into three categories according to the cause of the network abnormality: the first category of causes includes weak network coverage, normal on-site tests, user-side reasons, and non-network reasons; the second category of causes includes network failure, insufficient resources, interference within the network, interference outside the network, and other performance problems; the third category of causes includes dismantling, stopping, and moving. For the first type of cause, the system proceeds directly to the judgment step. Based on the analysis of the test data, the cause of the anomaly is determined. The tester's cause location is then determined to be accurate based on the cause of the anomaly and the network anomaly cause uploaded by the tester. If the cause location is accurate, control is terminated and the in-process quality review of the complaint ticket begins. If the cause location is inaccurate, the problem handling control point is marked as high risk (that is, if the network anomaly cause is the first type and the network anomaly cause is determined to be accurate, a high risk flag is generated and used as the link risk flag for the problem handling control point). For the second type of cause, the problem cell (that is, the target cell) where the current complaint number is located is read, and a fault performance analysis is performed on the problem cell. Based on the results of the fault performance analysis and the cause of the anomaly obtained from the analysis of the test data, the step of determining whether the tester's cause location is correct and subsequent steps are executed (that is, if the network anomaly cause is the second type, a fault performance analysis is performed on the target cell where the current complaint number is located. If the fault performance analysis results determine that the network anomaly cause is inaccurate, a high risk flag is generated and used as the link risk flag). For the third type of cause, first read the problem cell, then query the site lifecycle status of the work parameter table. Then, based on the work parameter table site lifecycle status and test data analysis, analyze the cause of the anomaly and execute the steps and subsequent steps to determine whether the tester's cause location is correct. (That is, if the network anomaly is caused by the third type, query the site lifecycle status of the work parameter table of the target cell. If the cause of the network anomaly is determined to be inaccurate based on the work parameter table site lifecycle status, generate a high-risk mark and use it as a link risk mark.) After the problem handling control touch point control is completed, enter the in-process quality review node to conduct a quality review of the work order.

[0124] It's understandable that at the problem handling and control touchpoints, by using appropriate verification methods for different types of network anomaly causes, we can comprehensively and accurately identify risks and generate high-risk risk markers, effectively managing risks in the problem handling process and reducing the duration of network outages and user complaint rates caused by improper problem handling. Furthermore, accurate risk identification and marking enables testers to quickly locate high-risk work orders and focus their attention and resources on them, avoiding wasting time on low-risk work orders. This improves overall problem-solving efficiency, rapidly restores wireless network operations, and enhances the user experience.

[0125] In one feasible embodiment, the control touchpoint is a user explanation and reassurance control touchpoint, and the work order processing data includes customer return visit results and complaint work order records. The steps of generating a link risk marker for the control touchpoint based on the work order processing data include:

[0126] Step S1013: If the customer satisfaction determined based on the customer return visit result is less than a preset threshold, a high-risk mark is generated and used as a risk mark for the user explanation and reassurance control touchpoint;

[0127] Customer feedback is collected through phone calls, text messages, online questionnaires, and other methods after the current complaint ticket is processed. This feedback includes customer evaluations of service attitude, problem resolution, and timeliness of processing. Customer satisfaction is a quantitative measure of customer satisfaction with the service, derived through a specific evaluation model or algorithm based on the customer feedback results. For example, a 1-5 scale is used, with 1 indicating extreme dissatisfaction and 5 indicating extreme satisfaction.

[0128] After completing the current complaint ticket processing, relevant personnel will revisit the customer through the selected revisit method to collect customer feedback information; use the preset evaluation model or algorithm to calculate customer satisfaction based on the information collected during the revisit; compare the calculated customer satisfaction with the preset threshold; if the customer satisfaction is less than the preset threshold, it means that the customer satisfaction is low, and there may be deficiencies in the user explanation and appeasement links, generating a high-risk mark, and using it as a link risk mark for the user explanation and appeasement control touchpoint.

[0129] And / or, in step S1014, if there is a post-complaint work order in the complaint work order record, a high-risk mark is generated and used as a link risk mark, wherein a post-complaint work order is a complaint work order initiated by the current complaint number within a third preset time period from the time when the current complaint work order is closed;

[0130] The complaint ticket record contains detailed information about all complaint tickets with different complaint numbers, including the time of complaint, complaint content, handling process, handling results, and ticket closure time. A subsequent complaint ticket is a new complaint ticket initiated using the same complaint number within a third preset period (e.g., 7 days) starting from the time the previous complaint ticket was closed. This indicates that the customer's problem has not been fully resolved or a new issue has arisen after the previous complaint has been handled.

[0131] Retrieve the complaint ticket records, determine the closing time of the current complaint ticket, and then check whether there is a new complaint ticket initiated by this number within the third preset time period; if there is a subsequent complaint ticket, generate a high-risk mark and use it as a risk mark for the user explanation and appeasement control contact point.

[0132] And / or, in step S1015, if it is determined based on the complaint work order record that the grid where the current complaint number is located is a hot complaint grid, a high-risk mark is generated and used as a link risk mark, wherein, within the hot complaint grid, based on the time point when the current complaint number initiates the complaint, the number of complaint cases within the fourth preset time period is greater than the preset number of cases.

[0133] In wireless network service area demarcation, the geographic area is divided into several small grid cells, each of which is a grid. This grid is used to accurately locate and manage the distribution of complaints. Within a specific grid area, if the number of complaints filed within a fourth preset period (e.g., one month) exceeds a preset number (e.g., 10) based on the time when the complaint was initiated from the current complaint number, it indicates a high concentration of complaints in that area, making it a hotspot complaint area. This grid is designated as a hotspot complaint grid.

[0134] Based on the geographic location information corresponding to the complaint number in the complaint work order record, the grid where the current complaint number is located is determined, and the number of complaint cases in the grid within the fourth preset time period is counted based on the time point when the current complaint number initiates the complaint. The counted number of complaint cases is compared with the preset number of cases. If the number of complaint cases is greater than the preset number of cases, the grid is determined to be a hot complaint grid, and a high-risk mark is generated, which is used as a risk mark for the link of user explanation and appeasement control touchpoints.

[0135] Specifically, the control process for user explanation and appeasement control touchpoints can be: 1) Add the fields "Satisfaction Score" and "User Feedback Details" to the main complaint work order, and the access source is the "Satisfaction Weighted Calculation Score" and "Detailed Evaluation Full Text" fields of the customer return visit platform; when the satisfaction score is less than 10, automatically add the post-event risk point field to the on-site work order and assign the value "Return Visit Dissatisfaction Risk". 2) Repeated complaints and repeated orders after the event: When the main work order associated with the on-site work order is closed, if the same complaining user makes repeated complaints / repeated orders again within 7 natural days, automatically add the post-event risk point field to the on-site work order and assign the value "Repeated Complaint Risk". 3) Hot complaints in the same grid: If the 500*500 grid of the complaint main work order associated with the on-site work order is a hot complaint grid within three days before and after the complaint time (complaints in the grid ≥ 5 cases), automatically add the post-event risk point field to the on-site work order and assign the value "Hot Complaint Risk".

[0136] It is understandable that at the user explanation and appeasement control points, risk identification and marking are carried out from multiple dimensions such as customer satisfaction, subsequent complaints, and complaint hotspots, thus achieving all-round management of customer satisfaction, ensuring that the company can promptly discover and resolve customer dissatisfaction issues and improve the overall customer satisfaction level.

[0137] For example, in order to help understand the implementation process of the wireless network complaint work order contact management and processing method based on risk identification obtained by combining this embodiment with the above embodiments, please refer to Figure 7 , Figure 7 This paper provides an application flow diagram of a wireless network complaint work order contact point management and processing method based on risk identification. It should be noted that: Figure 7 The dotted line in the middle indicates the process sequence between each node. Figure 7 The solid line in the middle represents the input and output of the data flow, specifically:

[0138] Touchpoint 1: Order management and control touchpoint, specifically including the test order dispatching process node. After entering the wireless network complaint ticket processing process, the EOMS (End-to-End Management System) automatically creates a work order and dispatches it to the corresponding tester through the work order distribution engine. It also tracks the work order status in real time and synchronizes it with the coordinating department. ARAN intervenes at this stage, searching the same user's on-site test records within 30 days. If a duplicate test risk is detected (the same user has 3 or more on-site test records within 30 days), an early warning signal is sent to the EOMS, which prompts a prompt and requires secondary confirmation. Furthermore, ARAN uses historical user complaint data to provide order dispatch optimization suggestions, such as prioritizing orders to experienced testing teams. If there is a risk of repeated testing, a repeated testing risk prompt is output. If feedback information is received to continue creating a work order, a high-risk mark is generated (that is, if there is an in-transit work order in the current number work order record, and / or the number of historical complaint work orders in the current number work order record is greater than or equal to the preset number of work orders, then the repeated testing risk is output and feedback information based on the repeated testing risk is received, where the historical complaint work order is a complaint work order within the first preset time period before the current complaint work order; if the feedback information is to continue creating the work order, a high-risk mark is generated and used as a link risk mark for the dispatch management and control touchpoint).

[0139] Touchpoint 2: The test contact user management touchpoint includes contacting users, determining test conditions, and scheduling on-site visits. EOMS uses an intermediate number function to manage call logs between testers and users, recording call time and duration, and storing recordings. Testers are also required to complete a summary of the conversation. ARAN uses an NLP model to analyze call recordings, extracting keywords and user sentiment scores. If the sentiment score is ≤ 3 and the keywords match, it is marked as a "high-risk false test" and notifies EOMS to freeze the work order. It also compares the time between the first contact and the dispatch time and the actual check-in time. If the time exceeds a threshold (e.g., 2 hours), it is marked as a "service delay risk." If a service hidden danger label is identified, and / or intense emotions are identified, or the contact time difference between the first contact time and the dispatch time in the call record is greater than the second preset time length, and / or the first contact time is earlier than the work order check-in time, a high-risk mark is generated (that is, if a service hidden danger label is identified based on the call recording, and / or intense emotions are identified based on the call recording, a high-risk mark is generated and used as a link risk mark for the contact control touchpoint before the test; and / or, if the contact time difference between the first contact time and the dispatch time in the call record is greater than the second preset time length, and / or, the first contact time is earlier than the work order check-in time, a high-risk mark is generated and used as a link risk mark; wherein, the first contact time is the time when the tester first contacts the current complaint number after receiving the current complaint work order).

[0140] Touchpoint 3: On-site check-in control touchpoint, including correction of complaint points and complaint point check-in process nodes. Testers submit their check-in time and location coordinates to the EOMS via a mobile app (Application), which records and generates an electronic certificate. ARAN uses the GIS system to correct the latitude and longitude of the user's complaint point location and calculates the Euclidean distance with the check-in coordinates. If the offset distance is greater than 300 meters, a "check-in location abnormality" is flagged and the EOMS work order review intercept is triggered. For special scenarios, a dynamic geofence is also generated, allowing testers to correct and re-check in. If the first offset distance between the work order check-in location and the complaint point location exceeds a first preset distance, a high-risk flag is generated (that is, if the first offset distance between the work order check-in location and the complaint point location exceeds the first preset distance, a high-risk flag is generated and serves as a link risk flag for the on-site check-in control touchpoint; and / or if the second offset distance between the actual test location and the complaint point location exceeds a second preset distance, a high-risk flag is generated and serves as a link risk flag).

[0141] Touchpoint 4: On-site photo control touchpoint, including the on-site process node. EOMS stores the on-site photos uploaded by testers. ARAN uses an image recognition model to check the photo content. If the complaint point identifier (such as the house number or equipment model) is missing, the photo is marked as "non-compliant" and the EOMS is notified to retake it. If the number of test site photos is less than the preset number, a high-risk flag is generated (that is, if the number of test site photos is less than the preset number, a high-risk flag is generated and serves as the link risk flag for the on-site photo control touchpoint).

[0142] Touchpoint 5: On-site test control touchpoint, including network test process nodes. EOMS stores test log files and associates them with work orders, pushing standardized test processes to testers. ARAN parses the test log files, verifies the integrity of the test data, and marks "data incompleteness risk" if specified business data is missing. It also identifies weak coverage issues based on coverage analysis algorithms and recommends optimization solutions. If the test data in the network test log does not match the required test indicators of the current complaint work order, and the tester completes the test form, a high-risk mark is generated (that is, if the test data in the network test log does not match the required test indicators of the current complaint work order, and the tester completes the test form, a high-risk mark is generated and used as the link risk mark for the on-site test control touchpoint).

[0143] Contact 6: Problem handling and control contact, including cause location and solution recommendation process nodes. EOMS updates the work order status according to the problem handling results, and synchronizes the ARAN recommended solution to the network optimization department to track the progress. ARAN determines the cause of the network abnormality based on the test data in the network test log. If it is the first type of cause (weak network coverage, normal on-site test, user-side reason, non-network reason) and the cause is determined to be accurate, or the second type of cause (network failure, insufficient network resources, internal interference, external interference, network performance problem), the cause is determined to be accurate through fault performance analysis, or the third type of cause (network dismantling, suspension and relocation), the cause is determined to be accurate through querying the site life cycle status in the work parameter table, and a high-risk mark is generated (that is, if the cause of the network abnormality is the first type of cause, and the cause of the network abnormality is determined to be accurate, a high-risk mark is generated and used as a link risk mark for the problem handling and control contact; among them, the first type of cause includes network abnormality causes including weak network coverage Coverage, normal on-site test, user-side reasons, non-network reasons; if the network abnormality reason is the second type of reason, a fault performance analysis is performed on the target cell where the current complaint number is located. If the network abnormality reason is determined to be inaccurate based on the fault performance analysis result, a high-risk mark is generated and used as a link risk mark; among them, the second type of reasons include network failure, insufficient network resources, internal interference, external interference and network performance problems; if the network abnormality reason is the third type of reason, the target cell's work parameter table site life cycle status is queried. If the network abnormality reason is determined to be inaccurate based on the work parameter table site life cycle status, a high-risk mark is generated and used as a link risk mark; among them, the third type of reasons include network dismantling, suspension and relocation).

[0144] Touchpoint 7: User explanation and appeasement control touchpoint, including user appeasement process nodes. EOMS triggers the customer return visit task. ARAN analyzes the customer return visit results to calculate customer satisfaction. If it is less than the preset threshold, or there is a subsequent complaint ticket in the complaint ticket record (from the time the current complaint ticket is closed, the current complaint number is a complaint ticket initiated within the third preset time period), or the grid where the current complaint number is located is determined to be a hot complaint grid (based on the time the current complaint number initiates the complaint, the number of complaint cases within the fourth preset time period is greater than the preset number of cases), a high-risk mark is generated (that is, if the customer satisfaction determined based on the customer return visit results is less than the preset threshold, a high-risk mark is generated and used as a user explanation and appeasement control touchpoint). link risk mark; and / or, if there is a subsequent complaint work order in the complaint work order record, a high-risk risk mark is generated and used as a link risk mark, wherein the subsequent complaint work order is a complaint work order initiated by the current complaint number within a third preset time period from the time point when the current complaint work order is closed; and / or, if it is determined based on the complaint work order record that the grid where the current complaint number is located is a hot complaint grid, a high-risk risk mark is generated and used as a link risk mark, wherein, in the hot complaint grid, based on the time point when the current complaint number initiates the complaint, the number of complaint cases within the fourth preset time period is greater than the preset number of cases).

[0145] In this embodiment, it also includes an in-process quality review process node and a post-process sampling inspection process node. Among them, at the in-process quality review process node, EOMS performs an in-process quality review on the work order based on the risks marked by ARAN. If the number of high-risk risk marks in the risk marks of each link is greater than or equal to the preset number, the review result is determined to be a failure to pass the review, and the current complaint work order is returned; if the number of high-risk risk marks is less than the preset number, the work order is closed after the review is passed (that is, if the number of high-risk risk marks in the risk marks of each link is greater than or equal to the preset number of marks, the review result is determined to be a failure to pass the review; if the number of high-risk risk marks in the risk marks of each link is less than the preset number of marks, the review result is determined to be a pass to pass the review). At the post-inspection process node, EOMS assigns inspection tasks to the review team based on risk levels, tracks timeliness, and generates data reports. ARAN counts cases of misjudgment of inspection work orders, dynamically optimizes inspection rules and risk judgment thresholds, and uses inspection results and user feedback data to iterate the model to improve risk identification accuracy. If the link risk mark of the control contact is detected as a high-risk risk mark, the high-risk risk behavior is determined based on the comparison of the work order processing data and the work order processing standard data, and high-risk risk warning information is output. If updated work order processing data is detected at the control contact, the link risk mark is updated and the work order review steps and subsequent steps are executed.

[0146] It should be noted that the above examples are only used to understand this application and do not constitute a limitation on the risk identification-based wireless network complaint work order contact management and processing method of this application. More simple transformations based on this technical concept are all within the scope of protection of this application.

[0147] The present application also provides a wireless network complaint work order contact control and processing device based on risk identification. The wireless network complaint work order contact control and processing device based on risk identification provided by the present application adopts the wireless network complaint work order contact control and processing method based on risk identification in the above embodiment, which can solve the technical problem of poor risk identification ability in the on-site complaint service process, resulting in untimely service response. Compared with the existing technology, the beneficial effects of the wireless network complaint work order contact control and processing device based on risk identification provided by the present application are the same as the beneficial effects of the wireless network complaint work order contact control and processing method based on risk identification provided by the above embodiment, and the other technical features of the wireless network complaint work order contact control and processing device based on risk identification are the same as the features disclosed in the above embodiment method, which will not be repeated here.

[0148] The present application provides an electronic device, which includes: at least one processor; and a memory communicatively connected to the at least one processor; wherein the memory stores instructions that can be executed by the at least one processor, and the instructions are executed by the at least one processor so that the at least one processor can execute the wireless network complaint work order contact management and processing method based on risk identification in the above-mentioned embodiment one.

[0149] The electronic device provided in this application adopts the wireless network complaint work order contact management and processing method based on risk identification in the above-mentioned embodiment, which can solve the technical problem of poor risk identification ability in the on-site complaint service process, resulting in untimely service response. Compared with the existing technology, the beneficial effects of the electronic device provided in this application are the same as the beneficial effects of the wireless network complaint work order contact management and processing method based on risk identification provided in the above-mentioned embodiment, and the other technical features of the electronic device are the same as the features disclosed in the method of the previous embodiment, which will not be repeated here.

[0150] It should be understood that the various parts disclosed in this application can be implemented using hardware, software, firmware, or a combination thereof. In the description of the above embodiments, specific features, structures, materials, or characteristics can be combined in any one or more embodiments or examples in a suitable manner.

[0151] The present application provides a computer-readable storage medium having computer-readable program instructions (i.e., a computer program) stored thereon, and the computer-readable program instructions are used to execute the wireless network complaint work order contact management and processing method based on risk identification in the above-mentioned embodiments.

[0152] The computer-readable storage medium provided in this application may be, for example, a USB flash drive, but is not limited to electrical, magnetic, optical, electromagnetic, infrared, or semiconductor systems or devices, or any combination thereof. More specific examples of computer-readable storage media may include, but are not limited to: an electrical connection with one or more wires, a portable computer disk, a hard disk, random access memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM or flash memory), optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination thereof. In this embodiment, the computer-readable storage medium may be any tangible medium that contains or stores a program that can be used by or in conjunction with an instruction execution system or device. The program code contained on the computer-readable storage medium may be transmitted using any suitable medium, including but not limited to: wires, optical cables, RF (Radio Frequency), etc., or any suitable combination thereof.

[0153] The computer-readable storage medium may be included in the electronic device, or may exist independently without being incorporated into the electronic device.

[0154] The computer-readable storage medium carries one or more programs. When the one or more programs are executed by an electronic device, the electronic device implements the wireless network complaint work order contact management and processing method based on risk identification of each embodiment.

[0155] Computer program code for performing the operations of the present application may be written in one or more programming languages, or a combination thereof, including object-oriented programming languages ​​such as Java, Smalltalk, C++, and conventional procedural programming languages ​​such as "C" or similar programming languages. The program code may be executed entirely on the user's computer, partially on the user's computer, as a stand-alone software package, partially on the user's computer and partially on a remote computer, or entirely on a remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer via any type of network, including a local area network (LAN) or a wide area network (WAN), or may be connected to an external computer (e.g., via the Internet using an Internet service provider).

[0156] The flow charts and block diagrams in the accompanying drawings illustrate the possible architecture, functions and operations of the systems, methods and computer program products according to various embodiments of the present application. In this regard, each box in the flow chart or block diagram can represent a module, program segment or a part of code, and the module, program segment or a part of code contains one or more executable instructions for realizing the specified logical function. It should also be noted that in some alternative implementations, the functions marked in the box can also occur in a different order than that marked in the accompanying drawings. For example, two boxes represented in succession can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each box in the block diagram and / or flow chart, and the combination of the boxes in the block diagram and / or flow chart can be implemented by a dedicated hardware-based system that performs the specified function or operation, or can be implemented by a combination of dedicated hardware and computer instructions.

[0157] The modules described in the embodiments of the present application may be implemented in software or hardware, wherein the name of a module does not necessarily limit the unit itself.

[0158] The computer-readable storage medium provided in this application stores computer-readable program instructions (i.e., a computer program) for executing the aforementioned risk-identification-based wireless network complaint work order contact management and processing method. This computer-readable storage medium can address the technical issue of poor risk identification capabilities in on-site complaint service processes, leading to untimely service responses. Compared to the prior art, the beneficial effects of the computer-readable storage medium provided in this application are the same as those of the risk-identification-based wireless network complaint work order contact management and processing method provided in the aforementioned embodiments, and are not further elaborated here.

[0159] The present application also provides a computer program product, including a computer program, which, when executed by a processor, implements the steps of the above-mentioned wireless network complaint work order contact point management and processing method based on risk identification.

[0160] The computer program product provided in this application can address the technical issue of poor risk identification capabilities in on-site complaint service processes, which leads to untimely service responses. Compared to the prior art, the beneficial effects of the computer program product provided in this application are the same as those of the risk identification-based wireless network complaint work order contact management and processing method provided in the above-mentioned embodiment, and will not be elaborated here.

[0161] The above description is only part of the embodiments of the present application and does not limit the patent scope of the present application. All equivalent structural transformations made by using the contents of the present application specification and drawings under the technical concept of the present application, or direct / indirect application in other related technical fields are included in the patent protection scope of the present application.

Claims

1. A wireless network complaint work order contact point management and processing method based on risk identification, characterized in that: include: Obtaining work order processing data in the current complaint work order processing process, and generating a link risk mark of a preset control touchpoint based on the work order processing data, wherein the link risk mark is used to characterize the risk level of the control touchpoint; After the current complaint work order is completed, if the number of high-risk risk marks in the risk marks of each link is greater than or equal to the preset number of marks, the audit result is determined to be audit failure, the current complaint work order is returned, and the steps of obtaining the work order processing data in the current complaint work order processing flow and generating the link risk marks of the preset control touchpoints based on the work order processing data and subsequent steps are executed; If the number of high-risk risk marks in the risk marks of each link is less than the preset number of marks, the audit result is determined to be passed, and the current complaint work order is closed; After the step of generating a link risk mark of a preset control contact point based on the work order processing data, the method further includes: If it is detected that the control contact has updated work order processing data, the link risk mark of the control contact is updated based on the updated work order processing data, and after the current complaint work order is completed, the current complaint work order is reviewed based on the link risk mark to obtain the review result and subsequent steps; The step of generating a link risk mark of a preset control contact point based on the work order processing data includes: For the dispatch management and control touchpoint, if the risk of repeated testing is determined and the feedback information received is to continue to create the work order, a high risk mark is generated for the dispatch management and control touchpoint; For pre-test contact control touchpoints, if a service risk tag and / or intense emotions are identified based on the call recording, and / or if the difference between the first contact time and the order dispatch time is greater than a second preset time duration, and / or if the first contact time is earlier than the work order check-in time, a high-risk mark is generated for the pre-test contact control touchpoint; For an on-site sign-in control touchpoint, if the first offset distance between the work order sign-in location and the complaint point location is greater than a first preset distance, and / or the second offset distance between the actual test location and the complaint point location is greater than a second preset distance, a high-risk mark is generated for the on-site sign-in control touchpoint; For on-site photo control touchpoints, if the number of test site photos is less than the preset number of photos, a high-risk mark is generated for the on-site photo control touchpoint; For on-site test control touchpoints, if the test data in the network test log does not match the required test indicators and the test form has been filled out, a high risk mark will be generated for the on-site test control touchpoint; For the problem handling control contact, if the cause of the network abnormality is the first type of cause and the cause of the network abnormality is determined to be accurate, and / or if it is the second type of cause and the result of the fault performance analysis of the target cell where the current complaint number is located is determined to be inaccurate, and / or if it is the third type of cause and the cause of the network abnormality is determined to be inaccurate based on the site life cycle status of the work parameter table of the target cell, a high risk mark is generated for the problem handling control contact; For user explanation and appeasement control touchpoints, if customer satisfaction is less than a preset threshold, and / or there is a subsequent complaint ticket, and / or the grid where the current complaint number is located is a hot complaint grid, a high-risk mark will be generated for the user explanation and appeasement control touchpoint.

2. The wireless network complaint work order contact point management and processing method based on risk identification according to claim 1 is characterized in that: The control contact is the dispatch management control contact, and the work order processing data is the current number work order record corresponding to the current complaint number; In the case of determining the risk of repeated testing, if the received feedback information is to continue to create the work order, the step of generating the high risk mark for the dispatch management and control touchpoint includes: If there is an in-transit work order in the work order record of the current number, and / or the number of historical complaint work orders in the work order record of the current number is greater than or equal to the preset number of work orders, then output a repeated test risk and receive feedback information based on the repeated test risk, wherein the historical complaint work order is a complaint work order within a first preset time period before the current complaint work order; If the feedback information is to continue to create the work order, a high-risk mark is generated and used as a link risk mark for the dispatch management and control touchpoint.

3. The wireless network complaint work order contact point management and processing method based on risk identification according to claim 1, characterized in that: The control contact is a problem handling control contact, and the work order processing data is a network test log; If the cause of the network abnormality is a first type of cause and is accurately determined, and / or if it is a second type of cause and the fault performance analysis is inaccurate, and / or if it is a third type of cause and the site lifecycle status of the work parameter table is inaccurate, then the step of generating the high-risk mark for the problem handling control contact includes: Determine the cause of the network abnormality based on the test data in the network test log; If the network anomaly reason is a first-category reason, and the network anomaly reason is determined to be accurate, a high-risk mark is generated and used as a risk mark for the problem handling and control contact point; wherein the first-category reason includes network anomaly reasons including weak network coverage, normal on-site testing, user-side reasons, and non-network reasons; If the cause of the network abnormality is the second type of cause, a fault performance analysis is performed on the target cell where the current complaint number is located. If it is determined based on the fault performance analysis result that the cause of the network abnormality is inaccurate, the high-risk mark is generated and used as the link risk mark; wherein the second type of cause includes network failure, insufficient network resources, internal network interference, external network interference and network performance problems; If the cause of the network abnormality is the third type of cause, the life cycle status of the work parameter table site of the target cell is queried. If the cause of the network abnormality is determined to be inaccurate based on the life cycle status of the work parameter table site, the high-risk mark is generated and used as the link risk mark; wherein, the third type of cause includes the dismantling, suspension and relocation of the network.

4. The wireless network complaint work order contact point management and processing method based on risk identification according to any one of claims 1 to 3, characterized in that: After the step of generating a link risk mark of a preset control contact point based on the work order processing data, the method further includes: If the link risk mark of the control contact is detected as a high-risk mark, the high-risk behavior of the current complaint work order in the processing process is determined based on the comparison of the work order processing data and the work order processing standard data; Output high-risk warning information based on the high-risk behavior.

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