Work order task dispatching method and device

Abstract

The application relates to the technical field of data processing, and discloses a work order task dispatching method and device; the method comprises the following steps: determining the work order type of a work order task, wherein the work order type comprises a business work order and an internal supervision work order; determining whether the work order task belongs to a to-be-dispatched work order based on the current node of the work order task; if it is determined that the work order task belongs to the to-be-dispatched work order, determining a target to-be-dispatched process based on the work order type of the to-be-dispatched work order, wherein the to-be-dispatched process comprises at least one of a dispatching mechanism and a dispatching personnel; and performing a dispatching operation on the to-be-dispatched work order based on the target to-be-dispatched process. The application realizes automatic, differentiated and intelligent dispatching of work order tasks under a total and branch center architecture, and significantly improves the efficiency of work order dispatching and the pertinence and accuracy of a processing process.

Description

Technical Field

[0001] This disclosure relates to the field of data processing technology, and more specifically, to a method and apparatus for dispatching work orders. Background Technology

[0002] With the severe changes in the global economic situation in recent years, more and more large enterprises involved in cross-institutional clearing and settlement business, such as banks, non-bank financial institutions, and non-bank payment institutions, have gradually begun to adopt centralized operating systems to seek more favorable conditions and development space for their own business management.

[0003] Currently, in the centralized operation system under the head office-branch center structure, the head office typically dispatches work orders initiated by various branches to the branch centers through specialized business management personnel. The process involves document review, human-machine operation, system activation, and internal supervision to complete the closed-loop processing. While this approach saves local resources and achieves cost reduction and efficiency improvement through centralized business processing, the manual dispatch of work orders significantly limits the advantages of the centralized operation model. The main problems are as follows: 1. The number of work orders processed centrally is enormous, making manual dispatch a heavy task; 2. The number and qualifications of personnel in each branch center vary, as do the difficulty and timeliness requirements of work orders, making it difficult to achieve a reasonable match between the two manually; 3. Manual dispatch makes it difficult to optimize and adjust the business processing status in real time.

[0004] Therefore, realizing intelligent work order dispatch to improve dispatch efficiency and work order acceptance quality, and maximizing the breakthrough advantages brought by centralized operation and management are the urgent tasks to be improved in this model. Summary of the Invention

[0005] In view of the above situation, this application provides a work order task dispatching method and apparatus, which aims to solve the above problems or at least partially solve the above problems.

[0006] In a first aspect, embodiments of this application provide a work order task dispatching method, the method comprising: Determine the work order type for the work order task, wherein the work order type includes business work orders and internal supervision work orders; Based on the current node of the work order task, determine whether the work order task belongs to the pending work orders; If it is determined that the work order task belongs to the pending work order, the target pending process is determined based on the work order type of the pending work order. The pending process includes at least one of the following: the dispatching agency and the dispatching personnel. The work orders to be dispatched are dispatched based on the target dispatch process.

[0007] Secondly, embodiments of this application also provide a work order task dispatching device, the device comprising: The pending work order module is used to determine the work order type of a business work order, which includes business work orders and internal supervision work orders; based on the current node of the business work order, it determines whether the business work order belongs to the pending work order category. The intelligent dispatch module is used to determine the target dispatch process based on the work order type of the work order if it is determined that the business work order belongs to the pending work order. The pending work order includes at least one of the following: dispatching agency and dispatching personnel; and to perform dispatch operation on the pending work order based on the target dispatch process.

[0008] Thirdly, embodiments of this application also provide an electronic device, including: a processor; and a memory arranged to store computer-executable instructions, which, when executed, cause the processor to perform the steps described in the first aspect.

[0009] Fourthly, embodiments of this application also provide a computer-readable storage medium that stores one or more programs, which, when executed by an electronic device including multiple applications, cause the electronic device to perform the steps described in the first aspect.

[0010] The above-mentioned at least one technical solution adopted in the embodiments of this application can achieve the following beneficial effects: by automatically identifying the work order type and intelligently determining the work order to be dispatched based on the current node, and then adaptively determining the target dispatch process including the dispatching agency and dispatching personnel according to the work order type, and finally executing accurate dispatch, the automated, differentiated and intelligent dispatch of work order tasks under the central-branch center architecture is realized, which significantly improves the efficiency of work order dispatch and the pertinence and accuracy of the processing process. Attached Figure Description

[0011] The accompanying drawings, which are included to provide a further understanding of this application and form part of this application, illustrate exemplary embodiments and are used to explain this application, but do not constitute an undue limitation of this application. In the drawings: Figure 1 A flowchart illustrating the work order task dispatching method provided in an embodiment of this application is shown. Figure 2 A flowchart of the business work order task dispatch method provided in an embodiment of this application is shown; Figure 3 A flowchart of the internal work order task dispatch method provided in an embodiment of this application is shown; Figure 4 A flowchart of the work order inspection method provided in an embodiment of this application is shown; Figure 5 A flowchart of the work order assessment method provided in an embodiment of this application is shown; Figure 6 A flowchart of a work order task dispatching method provided in another embodiment of this application is shown; Figure 7 This paper shows a structural diagram of the work order task dispatching device provided in an embodiment of this application; Figure 8 A schematic diagram of the structure of an electronic device provided in an embodiment of this application is shown. Detailed Implementation

[0012] To make the objectives, technical solutions, and advantages of this application clearer, the technical solutions of this application will be clearly and completely described below in conjunction with specific embodiments and corresponding drawings. Obviously, the described embodiments are only a part of the embodiments of this application, and not all of them. Based on the embodiments in this application, all other embodiments obtained by those skilled in the art without creative effort are within the scope of protection of this application.

[0013] It should be noted that the terms "first," "second," etc., in the specification, claims, and accompanying drawings of this application are used to distinguish similar objects and are not necessarily used to describe a specific order or sequence. It should be understood that such use can be interchanged where appropriate so that the embodiments of this application described herein can be implemented in orders other than those illustrated or described herein. Furthermore, the term "comprising" and its variations should be interpreted as open-ended terms meaning "including but not limited to."

[0014] Figure 1 This document illustrates a flowchart of the work order task dispatching method provided in an embodiment of this application. Figure 1 It can be seen that this application includes at least steps S101-S104: Step S101: Determine the work order type of the work order task.

[0015] The work order types include business work orders and internal supervision work orders. Business work orders refer to the original task work orders generated directly from external or internal business requests, and they represent the actual work content that needs to be processed. Internal supervision work orders refer to the subsidiary work orders that are automatically created by the system or manually to supervise and check the processing quality and compliance of business work orders. Internal supervision work orders are used to review and control the quality of the processing of business work orders.

[0016] Step S102: Based on the current node of the work order task, determine whether the work order task belongs to the pending work orders.

[0017] Step S103: If it is determined that the work order task belongs to the pending work order, determine the target pending process based on the work order type of the pending work order.

[0018] The pending dispatch process includes at least one of the following: dispatching agency and dispatching personnel. Specifically, the work order type for pending dispatch is a business work order, and the pending dispatch process includes a dispatching agency and dispatching personnel; the work order type for pending dispatch is an internal supervision work order, and the pending dispatch process includes a dispatching agency, with the dispatching agency being the internal supervision and inspection agency.

[0019] Step S104: Dispatch the work orders to be dispatched based on the target pending dispatch process.

[0020] As an example, a work order task is initiated locally by a branch office that is not a member institution of the sub-center through the work order system platform and is in the dispatch management node. The system triggers a set of dispatch logic at a certain period of time within a set time period, for example, the dispatch logic runs every ten minutes from 8:00 to 16:00 on each natural day. After the dispatch logic is triggered, all incomplete work order tasks in the system are dispatched. First, the work order module to be dispatched judges the characteristics of the work order task in the example to determine whether a dispatch operation needs to be performed. For example, if the work order task is a newly initiated work order task and is in the dispatch management node, a dispatch operation needs to be performed. Next, the work order task is dispatched. The work order task enters the institution-level dispatch process, which evaluates a series of institution characteristics of each sub-center in sequence and selects the most suitable dispatch institution object. Then it enters the personnel-level dispatch process, which evaluates a series of personnel characteristics of personnel in a specific sub-center in sequence, selects the most suitable dispatch personnel object, and performs the dispatch operation on the work order task in the example. The process involves identifying pending work orders from unfinished work orders in sequence, and then performing a dispatch operation on each pending work order in sequence until all pending work orders have been dispatched to the most suitable recipients, at which point the dispatch process ends.

[0021] Furthermore, central staff can manually dispatch work orders that are currently in the dispatch management node even when the dispatch logic is not triggered, and flexibly adjust dispatch strategies for work orders with special processing requirements. For example, if a work order needs expedited processing outside of the set time, it can be dispatched manually. Combining intelligent dispatching and manual dispatching meets business processing needs, improves work order dispatch efficiency, and ensures the quality and efficiency of business processing.

[0022] In this embodiment, by automatically identifying the work order type and intelligently determining the work orders to be dispatched based on the current node, and then adaptively determining the target dispatch process including the dispatching agency and dispatching personnel according to the work order type, the final precise dispatch is executed. This realizes the automated, differentiated and intelligent dispatch of work order tasks under the central-branch center architecture, which significantly improves the efficiency of work order dispatch and the pertinence and accuracy of the processing flow.

[0023] After the dispatch logic is triggered, since business work orders and internal supervision work orders belong to two different work order processes, the dispatch process for business work orders and internal supervision work orders will be explained separately below.

[0024] Figure 2 This document illustrates a flowchart of a business work order task dispatching method provided in an embodiment of this application. Figure 2 It can be seen that this application includes at least steps S201-S204: Step S201: Determine the work order type of the work order task as a business work order.

[0025] Step S202: Based on the current node of the business work order, determine whether the business work order belongs to the pending work orders.

[0026] In some embodiments, step S202 includes at least one of the following: (1) If the current node of the work order task is the dispatch management node, determine that the work order task belongs to the pending work order; (2) If the current node of the work order task does not belong to the dispatch management node and has not been dispatched, it is determined that the work order task does not belong to the pending work order. (3) If the current node of the work order task does not belong to the dispatch management node, has been dispatched once and the dispatch time is longer than the set acceptance time, the work order task is determined to be a work order to be dispatched. (4) If the current node of the work order task does not belong to the dispatch management node, has been dispatched twice and the dispatch time is longer than the set acceptance time, the work order task is determined to be a pending work order to be dispatched to the central organization.

[0027] Specifically, for a work order task, if it is at the dispatch management node, it is directly determined as a pending work order. If the work order task is not at the dispatch management node, check if it has been dispatched once. If it has not been dispatched once, it means that the work order task has not flowed through the dispatch management node since its initiation, is not a pending work order, and no dispatch operation is required. If the work order task is not at the dispatch management node and has been dispatched once, it means that the work order task is being handled by a business person, and whether it is transferred depends on whether the handling timeout has occurred. If it has not timed out, the business person continues to handle it, it is not a pending work order, and no dispatch operation is required; if it has timed out and has not been dispatched a second time, a second dispatch operation is required. If the work order task is not at the dispatch management node and has been dispatched a second time, it means that the work order is being handled by a second business person, and whether it is transferred depends on whether the handling timeout has occurred. If the timeout period is not exceeded, the second business personnel will continue to handle the task. Since it is not a pending work order, no dispatch operation is required. If the timeout period is exceeded, the task will be directly transferred to the central office and handled by the central office personnel, thereby ensuring the timely handling of the business work order task.

[0028] Step S203: Determine the dispatching agency.

[0029] When an organization is selected as the dispatching target, the receiving organization of the work order is determined by querying the work order acceptance route, and the dispatching organization is determined based on the receiving organization. Specifically, if the work order to be dispatched is received by the head office, the head office will be used as the dispatching organization; for work orders received by branch offices, the final dispatching organization will be determined after judging the characteristics of one or more branch offices.

[0030] In one implementation, if a work order to be dispatched is accepted by a branch center and the number of branch centers is unique, it is determined whether the branch center is the same as the work order initiating institution to determine whether it is the dispatching institution.

[0031] Specifically, if the branch center is the same as the work order initiating organization, then the branch center cannot be used as the dispatching organization, and the head office will be used as the dispatching organization; if the branch center is different from the work order initiating organization, then the branch center can be used as the dispatching organization.

[0032] In another implementation, if the work order to be dispatched is accepted by a branch center and the number of branch centers is greater than 1, the target dispatching institution is selected based on the institution mutual exclusion rule, the institution's guaranteed work order number rule, and the institution's pending work order number rule.

[0033] Specifically, it is determined whether each branch center is the same as the initiating organization of the work order to be dispatched, and the branch center that is different from the initiating organization of the work order to be dispatched is designated as the first candidate dispatching organization; it is determined whether the number of work orders processed by the first candidate branch center on the same day has reached the minimum number of work orders set by each organization, and the branch center that has not reached the minimum number of work orders set by each organization is designated as the second candidate dispatching organization; based on the number of work orders to be processed by the second candidate dispatching organization, the target dispatching organization is selected.

[0034] If the number of receiving agencies for pending work orders is 1, the branch center with the smallest number of pending work orders among the second candidate dispatching agencies will be selected as the target dispatching agency; or if there are multiple branch centers with the smallest number of pending work orders among the second candidate dispatching agencies, the branch center with the smallest number of pending work orders will be randomly assigned as the target dispatching agency. If the number of agencies accepting pending work orders is greater than 1, the second candidate agencies are sorted from smallest to largest according to the number of pending work orders in the second candidate agencies, and then used as target agencies in turn, until the number of agencies accepting pending work orders in parallel is reached. If the number of second candidate dispatching agencies is 0 or the number of parallel processing agencies for pending work orders is insufficient, the central agency will be selected as the target dispatching agency.

[0035] In this embodiment, it is prioritized to determine whether a work order task needs to be handled by the central office. As an example, taking the case where a work order task should be handled by a branch office, a series of organizational characteristics of the dispatching agency are judged in priority order based on the work order task acceptance requirements. First, since the work order task is initiated by a non-branch office member, all branch offices meet the mutual exclusion requirement of the first organizational characteristic. Second, branch offices that have reached their minimum work order count are excluded from the dispatching agency list. If all branch offices have reached their minimum work order count, then all branch offices are considered to meet the requirements of the second organizational characteristic. Next, the remaining branch offices' pending work orders are queried, and the most suitable branch office is selected as the dispatching agency to meet the work order acceptance requirements, prioritizing them from smallest to largest.

[0036] Furthermore, based on the three characteristics of mutual exclusion between institutions, the minimum number of work orders per institution, and the number of pending work orders per institution, the head office can further add characteristic categories to branch offices and refine the work order dispatching requirements according to actual circumstances. For example, the head office can add criteria such as accuracy rate, timeliness, or specific professional fields in its business processing to meet higher processing requirements and ensure the quality and efficiency of work order processing. If there are no branch offices available for dispatching or the number of branch offices does not meet the requirements for parallel processing of work orders, the work order will be processed by the head office. Similarly, if the preceding steps have determined that the work order must be processed by the head office, or if the work order itself requires processing by the head office, then the head office will be directly designated as the dispatching institution.

[0037] Step S204: Determine the dispatcher.

[0038] After assigning work orders at the organizational level, the most suitable personnel to handle the work orders within a specific organization are selected at the personnel level.

[0039] In one implementation, if the work order to be dispatched is handled by the staff at the central office, the target dispatcher is selected from the staff at the central office based on the personnel mutual exclusion rule and the number of work orders to be processed rule. In another implementation, if the work order to be dispatched is handled by personnel from a specific branch center and the number of personnel is unique, it is determined whether the personnel from the specific branch center participated in the handling of the work order in the preceding node. If so, the personnel from the main center are designated as the target dispatch personnel; otherwise, the personnel from the specific branch center are designated as the target dispatch personnel. In another implementation, if the work orders to be dispatched are handled by personnel from a specific branch center and the number of personnel is not unique, then the target dispatch personnel are selected based on personnel mutual exclusion rules, personnel minimum work order number rules, and personnel pending work order number rules.

[0040] Specifically, determine whether each person in a specific branch center participated in the acceptance of the work order in the preceding node, and take the person who did not participate in the preceding node as the first candidate for work order dispatch. If the number of work orders handled by the first candidate dispatcher on that day has reached the set minimum number of work orders per person, the first candidate dispatcher who has not reached the set minimum number of work orders per person will be selected as the second candidate dispatcher; or if the number of work orders handled by the first candidate dispatcher on that day has reached the set minimum number of work orders per person, the first candidate dispatcher will be selected as the second candidate dispatcher. The branch center staff member with the smallest number of pending work orders among the second candidate dispatchers will be selected as the target dispatcher; or, if there are multiple branch center staff members with the smallest number of pending work orders among the second candidate dispatchers, the target dispatcher will be randomly assigned from among these multiple branch center staff members with the smallest number of pending work orders.

[0041] As an exemplary embodiment, firstly, the personnel accepting the work order at the preceding node are compared with the personnel of the assigned organization to exclude overlapping personnel. Secondly, personnel from organizations that have already reached their minimum number of work orders are excluded from the list of dispatch personnel. If all personnel from the assigned organization have reached their respective minimum number of work orders, then all personnel are considered to meet the minimum number of work orders requirement. Next, the number of pending work orders for the remaining personnel in the query organization is prioritized from smallest to largest to select the most suitable personnel as dispatch personnel to meet the work order acceptance requirements.

[0042] In addition to the existing three categories of characteristics—personnel exclusivity, minimum number of work orders per person, and number of pending work orders per person—the head office can further add characteristic categories for branch center personnel based on actual circumstances, refining the work order assignment requirements. For example, this could include factors such as personnel's accuracy in handling business, timeliness, or possession of certain professional certificates or titles, to meet more targeted handling requirements and ensure the quality and efficiency of work order processing. If no branch center personnel are available, the work orders will be handled by personnel from the head office.

[0043] Step S205: Distribute work orders based on the dispatching agency and dispatching personnel.

[0044] For business work orders, central staff can manually dispatch work orders that are in the dispatch management node at the dispatch logic trigger interval. Manual dispatch is not subject to any dispatch rules.

[0045] In the above implementation process, for any work order task, the central staff can flexibly adjust the dispatch strategy for work order tasks with specific acceptance requests at the dispatch logic trigger interval without being restricted by any dispatch rules, and manually execute the dispatch operation to improve the efficiency and effectiveness of work order dispatch and completion.

[0046] In the embodiments of this application, the clearing and settlement business under the central-branch center structure can combine the characteristics of the work order itself and the acceptance requirements, fully consider the characteristics of each waiting agency and personnel, greatly improve the efficiency of dispatching orders and the quality of business acceptance, and maximize the breakthrough advantages brought about by centralized operation and management.

[0047] Figure 3 This document illustrates a flowchart of the internal work order task dispatch method provided in an embodiment of this application. Figure 3 It can be seen that this application includes at least steps S301-S304: Step S301: Determine the work order type of the work order task as an internal supervision work order.

[0048] Step S302: Based on the current node of the internal supervision work order, determine whether the internal supervision work order belongs to the pending work order.

[0049] Internal supervision work orders are designed to monitor the operation of clearing and settlement business, forming a closed loop at the management and operational levels. Their processing time is less than that of business work orders; therefore, there is no timeout transfer process for them. That is, once an internal supervision work order is assigned, the system will not transfer it to other institutions due to processing timeout. However, the system still supports manual assignment of internal supervision work orders at the assignment management node.

[0050] Therefore, for internal supervision work orders, if they are in the dispatch management node, they are directly judged as work orders awaiting dispatch. If internal supervision work orders are not in the dispatch management node, they are judged as non-work orders awaiting dispatch, and no dispatch operation is required.

[0051] Step S303: Determine the dispatching agency.

[0052] For internal supervision work orders, only the designated organization is assigned the task, and the assigned organization must be an internal supervision and inspection organization. Each internal supervision and inspection organization must have at least one internal supervision handler and at least one internal supervision reviewer. These two roles cannot overlap, and the internal supervision role cannot overlap with the work order processing personnel. The system will use a user permission management mechanism to verify whether the internal supervision and inspection organization meets the above conditions, thereby determining the eligible internal supervision and inspection organization. The central organization is the default internal supervision and inspection organization.

[0053] Specifically, when an organization is the target of a work order assignment, the receiving organization of the internal supervision work order is determined by querying the business work order acceptance route, and the dispatching organization is determined based on the receiving organization of the internal supervision work order. Specifically, if the work order to be dispatched is received by the head office, the head office is designated as the dispatching organization; for internal supervision work orders received by branch offices, the final internal supervision inspection organization is determined as the target of the work order assignment after judging the characteristics of one or more branch offices.

[0054] In one implementation, if a work order to be dispatched is accepted by a branch center and the number of branch centers is unique, it is determined whether the branch center is the same as the work order initiating institution to determine whether it is the dispatching institution.

[0055] Specifically, if the branch center is the same as the work order initiating organization, then the branch center cannot be used as the dispatching organization, and the head office will be used as the dispatching organization; if the branch center is different from the work order initiating organization, then the branch center can be used as the dispatching organization.

[0056] In another implementation, if the work order to be dispatched is accepted by a branch center and the number of branch centers is greater than 1, the target dispatching institution is selected based on the institution mutual exclusion rule, the institution's guaranteed work order number rule, and the institution's pending work order number rule.

[0057] Specifically, it is determined whether each branch center is the same as the initiating organization of the work order to be dispatched, and the branch center that is different from the initiating organization of the work order to be dispatched is designated as the first candidate dispatching organization; it is determined whether the number of work orders processed by the first candidate branch center on the same day has reached the minimum number of work orders set by each organization, and the branch center that has not reached the minimum number of work orders set by each organization is designated as the second candidate dispatching organization; based on the number of work orders to be processed by the second candidate dispatching organization, the target dispatching organization is selected.

[0058] If the number of receiving agencies for pending work orders is 1, the branch center with the smallest number of pending work orders among the second candidate dispatching agencies will be selected as the target dispatching agency; or if there are multiple branch centers with the smallest number of pending work orders among the second candidate dispatching agencies, the branch center with the smallest number of pending work orders will be randomly assigned as the target dispatching agency. If the number of second candidate dispatching agencies is 0, the central agency will be selected as the target dispatching agency.

[0059] In this embodiment, it is prioritized to determine whether a work order task needs to be handled by the central office. As an example, taking the case where a work order task should be handled by a branch office, a series of organizational characteristics of the dispatching agency are judged in priority order based on the work order task acceptance requirements. First, since the work order task is initiated by a non-branch office member, all branch offices meet the mutual exclusion requirement of the first organizational characteristic. Second, branch offices that have reached their minimum work order count are excluded from the dispatching agency list. If all branch offices have reached their minimum work order count, then all branch offices are considered to meet the requirements of the second organizational characteristic. Next, the remaining branch offices' pending work orders are queried, and the most suitable branch office is selected as the dispatching agency to meet the work order acceptance requirements, prioritizing them from smallest to largest.

[0060] Furthermore, based on the three characteristics of mutual exclusion between institutions, the number of guaranteed internal supervision work orders, and the number of pending internal supervision work orders, the head office can further add characteristic categories for branch offices according to actual circumstances, and refine the requirements for internal supervision work order assignment. For example, it can add criteria such as the branch office's internal supervision business anomaly feedback rate, timeliness, or a specific professional field, to meet higher acceptance requirements and ensure the quality and efficiency of work order task acceptance. If no branch office is available to assign the work order, it will be accepted by the head office. Similarly, if an internal supervision work order task requires acceptance by the head office due to its own acceptance requirements, the head office will be directly designated as the assigning institution.

[0061] Step S304: Distribute internal supervision work orders based on the dispatching agency.

[0062] In this embodiment of the application, an internal supervision task is generated for each business work order task, and each internal supervision task is dispatched to a specific organization to achieve item-by-item inspection of the business work orders.

[0063] This application also proposes a work order inspection method, such as... Figure 4 As shown, steps S401-S402 are included: Step S401: Based on the set conditions, extract a preset number of sample work orders from the internal supervision work orders.

[0064] In one implementation, the set conditions can be related to the work order initiating side. By setting the work order initiation time, defining the time range, and then setting other conditions such as the work order initiating organization or work order initiating personnel, sampling can be achieved for work orders initiated within a specific time range, by a specific organization or personnel, and that meet other conditions.

[0065] In another implementation, the conditions can be related to the work order acceptance side. By setting the business work order initiation time, defining the time range, and then setting other conditions such as the work order acceptance agency or work order acceptance personnel, it is possible to sample business work orders that are accepted within a specific time range, by a specific agency or personnel, and that meet other conditions.

[0066] In addition, based on the sampling ratio set by the personnel with inspection authority, a specific proportion of sampling work orders can be generated from the eligible internal supervision work orders; alternatively, based on the sampling quantity set by the personnel with inspection authority, a specific number of sampling work orders can be generated from the eligible internal supervision work orders. When the set sampling quantity is greater than the number of eligible internal supervision work orders, a full sampling will be performed.

[0067] In the above implementation process, sampling conditions can focus on either the initiating side or the receiving side. The sampling quantity for internal supervision work orders can be a percentage or a specific number. The central office can set sampling conditions according to the actual situation to make the sampling inspection more targeted.

[0068] Step S402: The sampling inspection personnel inspect the sampling work order.

[0069] Among these requirements, sampling inspectors must be users of the central control center and cannot overlap with users in the central control center's supervisory role. The system will use a user permission management mechanism to verify whether sampling inspectors meet the above conditions to ensure that the requirement of personnel mutual exclusion is met.

[0070] In some embodiments, if the relevant entity only uses sampling inspection to conduct sampling inspection of internal supervision work orders, it is equivalent to only conducting sampling inspection of business work orders. If the relevant entity uses both internal supervision inspection and sampling inspection to inspect work order tasks, it is equivalent to first inspecting all business work orders one by one, and then conducting sampling inspection of a portion of the internal supervision work orders. In the above implementation process, only when the relevant entity uses sampling inspection to conduct sampling inspection of internal supervision work orders, the sampling inspection generates a certain proportion or number of sampling work order tasks corresponding to the internal supervision work order tasks according to the conditions set by the sampling inspection personnel, for the inspection personnel to conduct sampling inspection.

[0071] In this embodiment of the application, under the central-branch center structure, the quality of work order processing is ensured by combining two types of inspection modes: internal supervision and sampling.

[0072] This application also proposes a work order assessment method, such as... Figure 5 As shown, steps S501-S503 are included: Step S501: Based on the set period, collect work order acceptance data of the central organization and personnel and the branch organization and personnel.

[0073] The comprehensive assessment module takes the personnel and institutions of the head office and branches as the assessment objects, and compiles the acceptance data of daily business work orders, internal supervision work orders and sample work orders of the head office and branches on a daily cycle. In some embodiments, the statistical data for handling work orders is divided into the following four categories: the number of work orders handled, the quality of work orders handled, the efficiency of work orders handled, and other handling data. The number of work orders handled mainly tracks workload data, such as the number of work orders handled for each type and the number of transactions handled for each type. The quality of work orders handled mainly tracks the quality of handling data, such as the number of abnormal work orders handled for each type. The efficiency of work orders handled mainly tracks the efficiency of handling data, such as the number of work orders handled beyond the time limit for each type. The other handling data category mainly tracks information other than the above three categories, such as the number of days staff are on duty, the number of staff on duty in the organization, and the number of abnormal feedback orders.

[0074] Step S502: Calculate various assessment indicators based on work order acceptance data and preset logic rules to form a comprehensive score for each organization and personnel.

[0075] In some embodiments, the performance indicators are divided into three categories: work order processing quality, work order processing efficiency, and other processing indicators. The work order processing quality category mainly assesses processing quality indicators, such as work order processing accuracy rate; the work order processing efficiency category mainly assesses processing efficiency indicators, such as work order processing timeout rate (assessing processing efficiency per unit time) and overall work order processing efficiency (assessing overall processing efficiency); the other processing indicators category mainly assesses aspects other than the above two categories, such as anomaly feedback rate, staff on-duty rate, daily clearance rate, work order saturation rate, and other aspects related to the daily management of the headquarters and branch centers.

[0076] Step S503: Optimize the distribution strategy or perform cost accounting based on the comprehensive score.

[0077] Specifically, the overall score for personnel and institutions at the head office and branch offices is calculated based on performance indicators, and this score serves as the performance evaluation result. The evaluation results help optimize the intelligent work order dispatch strategy, creating a closed loop in the entire management system. Furthermore, the institutional performance evaluation results are linked to the initial budgets of each institution within the head office and branch offices, directly impacting their end-of-period cost accounting. Personnel performance evaluation results do not directly affect the end-of-period cost accounting of institutions; they only reflect the monthly work order processing status of personnel at the head office and branch offices, providing a reference for evaluating personnel's work order processing capabilities.

[0078] In the above implementation process, the assessment results of personnel and institutions of the headquarters and branches are formed based on various indicators, which serve as the basis for evaluating the operation of the headquarters and branches, and support cost accounting and management decision adjustments. This includes further optimizing the intelligent order dispatch logic and order dispatch strategy, so that the entire system forms a closed-loop management.

[0079] The following collection Figure 6 The work order task dispatching method provided in the embodiments of this application is fully described, including steps S601-S635.

[0080] Step S601: Initiate a business work order.

[0081] Step S602: Whether to dispatch a management node.

[0082] If the work order currently belongs to the dispatch management node, then the work order is directly determined to be a pending work order, and the process proceeds to step S607. If the work order does not currently belong to the dispatch management node, then the process proceeds to step S603.

[0083] Step S603: Has it been dispatched once?

[0084] If it is determined that the work order has been dispatched once, proceed to step S604. If it is determined that the work order has not been dispatched once, and that the work order is not a pending work order, end the dispatch process for the work order and proceed to the dispatch process for the next work order.

[0085] Step S604: Does it time out?

[0086] If it is determined that the work order has been dispatched once and the dispatch time is greater than the set acceptance time, proceed to step S605. If it is determined that the work order has been dispatched once but the dispatch time is less than the set acceptance time, it is determined that the work order does not belong to the pending work orders, the dispatch process of the work order ends, and the dispatch process of the next work order begins.

[0087] Step S605: Has it been re-distributed?

[0088] If it is determined that the work order has not been reassigned, then the work order is determined to be a pending work order, and proceed to step S607. If it is determined that the work order has been reassigned, proceed to step S606.

[0089] Step S606: Does it time out twice?

[0090] If it is determined that the work order has been reassigned and the reassignment time is longer than the set acceptance time, proceed to step S607. If it is determined that the work order has been reassigned but the reassignment time is shorter than the set acceptance time, it is determined that the work order does not belong to the pending work orders, the work order reassignment process ends, and the next work order reassignment process begins.

[0091] Step S607: Determine the work order to be dispatched.

[0092] Step S608: Whether the case is handled by the central center.

[0093] If it is determined that the work order to be dispatched is to be handled by the central office, then the central office is directly designated as the dispatching agency, and the process proceeds to step S613. If it is determined that the work order to be dispatched is not to be handled by the central office, then the process proceeds to the branch office's decision-making process, and step S609 is executed.

[0094] Step S609: Determine mutual exclusion of mechanisms.

[0095] Determine whether each branch center is the same as the initiating organization of the work order to be dispatched. If the branch center is different from the initiating organization of the work order to be dispatched, it is selected as the first candidate dispatching organization and proceeds to step S610.

[0096] Step S610: Determine the minimum number of work orders required by the organization.

[0097] Determine whether the number of work orders accepted by the first candidate sub-center on the same day has reached the minimum number of work orders set by each institution. Sub-centers that have not reached the minimum number of work orders set by each institution are designated as the second candidate dispatching institutions, and proceed to step S611.

[0098] Step S611: Determine the number of pending work orders for the organization.

[0099] If the number of accepting agencies for pending work orders is 1, the branch center with the smallest number of pending work orders among the second candidate dispatching agencies will be selected as the target dispatching agency; or if there are multiple branch centers with the smallest number of pending work orders among the second candidate dispatching agencies, the branch center with the smallest number of pending work orders will be randomly assigned as the target dispatching agency; if the number of accepting agencies for pending work orders is greater than 1, the second candidate dispatching agencies will be sorted from smallest to largest according to the number of pending work orders, and each will be selected as the target dispatching agency in turn, until the number of parallel accepting agencies for pending work orders is reached; if the number of second candidate dispatching agencies is 0 or does not meet the number of parallel accepting agencies for pending work orders, the main dispatching agency will be selected as the target dispatching agency.

[0100] Step S612: Determine other institutional characteristics.

[0101] In addition to the rules mentioned in steps S609-S611, users can also set other rules to determine the distribution agency objects based on actual needs.

[0102] Step S613: Determine the distribution agency.

[0103] Step S614: Personnel mutual exclusion judgment.

[0104] Determine whether each person participated in the acceptance of the work order in the preceding node. If the person did not participate in the preceding node, he / she will be the first candidate for work order dispatching. Proceed to step S615.

[0105] Step S615: Determine the minimum number of work orders for personnel.

[0106] Determine whether the number of work orders handled by the first candidate dispatcher on the same day has reached the set minimum number of work orders per person. If the number of work orders handled by the first candidate dispatcher has not reached the set minimum number of work orders per person, then the first candidate dispatcher will be selected as the second candidate dispatcher. Alternatively, if the number of work orders handled by the first candidate dispatcher on the same day has reached the set minimum number of work orders per person, then the first candidate dispatcher will be selected as the second candidate dispatcher. Proceed to step S616.

[0107] Step S616: Determine the number of pending work orders for personnel.

[0108] The branch center staff member with the smallest number of pending work orders among the second candidate dispatchers will be selected as the target dispatcher; or, if there are multiple branch center staff members with the smallest number of pending work orders among the second candidate dispatchers, the target dispatcher will be randomly assigned from among these multiple branch center staff members with the smallest number of pending work orders.

[0109] Step S617: Other rules.

[0110] In addition to the rules mentioned in steps S614-S616, users can also set other rules based on actual needs to determine the recipients of the assignments.

[0111] Step S618: Determine the recipients of the assignments.

[0112] Step S619: Perform the dispatch operation.

[0113] At this point, the work order dispatch process is complete. In addition, the system provides two independent inspection processes: internal supervision inspection using a piece-by-piece inspection model and sampling inspection using a sampling inspection model.

[0114] For each business work order task entering the head office and branch office system, the internal supervision and inspection process generates a corresponding internal supervision work order task. Then, using intelligent dispatching logic, each work order task is assigned to a specific object to achieve a one-by-one inspection of the business work orders. This includes the following steps: Step S620: Internal supervision work order generation.

[0115] Step S621: Select internal supervision check?

[0116] The system allows relevant entities to choose, based on the actual situation of the head office and branch centers, whether to use internal supervision inspection only for item-by-item inspection of business work orders, to use sampling inspection only for sampling inspection of internal supervision work orders, or to use both internal supervision inspection and sampling inspection modules to inspect all business work orders and some internal supervision work orders. If internal supervision inspection is selected, step S622 is executed. If the relevant entity does not use the internal supervision inspection module to inspect business work orders item by item, no dispatch operation is performed for each internal supervision work order task, and the dispatching process ends.

[0117] Step S622: Whether to dispatch a management node.

[0118] If the current node of the internal supervision work order is a dispatch management node, the internal supervision work order is determined to be a pending internal supervision work order, and proceed to step S623. If the current node of the internal supervision work order is not a dispatch management node, the dispatch process for that internal supervision work order ends.

[0119] Step S623: Determine the work order to be dispatched.

[0120] Step S624: Whether the case is handled by the central center.

[0121] If it is determined that the pending internal supervision order will be handled by the head office, then the head office will be designated as the dispatching agency, and the process will proceed to step S629. If it is determined that the pending internal supervision order will not be handled by the head office, then the process will proceed to the branch center agency judgment process, i.e., step S625.

[0122] Step S625: Determine mutual exclusion of mechanisms.

[0123] The specific judgment process in step S625 is the same as that in step S609.

[0124] Step S626: Determine the minimum number of work orders required by the organization.

[0125] The specific judgment process of step S626 is the same as that of step S610.

[0126] Step S627: Determine the number of pending work orders for the organization.

[0127] If the number of receiving agencies for pending work orders is 1, the branch center with the smallest number of pending work orders will be designated as the target dispatching agency; or if there are multiple branch centers with the smallest number of pending work orders, the branch center with the smallest number of pending work orders will be randomly assigned as the target dispatching agency; if the number of branch centers is 0, the main center will be designated as the target dispatching agency.

[0128] Step S628: Other rules.

[0129] In addition to the rules mentioned in steps S625-S627, users can also set other rules to determine the distribution agency objects based on actual needs.

[0130] Step S629: Determine the distribution agency.

[0131] Step S618: Perform the dispatch operation.

[0132] This concludes the internal supervision and inspection process for this internal supervision work order.

[0133] Sampling inspection involves sampling internal supervision work orders based on conditions set by the sampling inspectors, generating a certain proportion or number of sampled work orders corresponding to the internal supervision work orders. This includes the following steps: Step S620: Internal supervision work order generation.

[0134] Step S630: Select sampling inspection.

[0135] If the relevant entity only uses the sampling inspection module to conduct sampling inspections on internal supervision work orders, it is equivalent to only conducting sampling inspections on business work orders. If the relevant entity uses both the internal supervision inspection module and the sampling inspection module to inspect work order tasks, it is equivalent to first inspecting all business work orders one by one, and then conducting sampling inspections on a portion of the internal supervision work orders.

[0136] Step S631: Set sampling inspection conditions.

[0137] Step S632: Set the number of samples to be inspected.

[0138] Step S633: Sampling work order generation.

[0139] Step S634: Determine the sampling work orders to be dispatched.

[0140] Step S635: Determine the distribution agency.

[0141] Step S618: Perform the dispatch operation.

[0142] This concludes the sampling inspection of the internal work orders.

[0143] In addition, this application also provides an assessment process, which forms the assessment results of personnel and institutions of the headquarters and branches based on various indicators, and serves as the basis for evaluating the operation of the headquarters and branches, supporting cost accounting and management decision adjustments, including further optimizing the intelligent order dispatch logic and order dispatch strategy, so that the entire system forms a closed-loop management.

[0144] In summary, this application, when applied to clearing and settlement operations within a central branch-branch structure, combines the characteristics and acceptance requirements of work orders with a full consideration of the characteristics of each receiving agency and personnel, greatly improving dispatch efficiency and business acceptance quality, and maximizing the breakthrough advantages brought by centralized operation and management. Furthermore, this application offers a high degree of customization, has a wide range of applications, and strong universality. Regarding dispatch strategies, relevant entities can further refine dispatch rules based on business acceptance strategies, while also supporting manual dispatch to meet dispatch needs in special scenarios. Regarding inspection strategies, relevant entities can choose from item-by-item inspection, sampling inspection, or a combination of both methods based on their own resource availability, maximizing work order inspection efficiency within given resources and ensuring work order acceptance quality. In addition, this application comprises three complementary aspects: intelligent dispatch, inspection, and assessment, forming a closed-loop management system. Intelligent dispatch is the practical operation for improving work order acceptance quality and efficiency; inspection verifies the execution results of the former; and assessment further optimizes the intelligent dispatch logic through the analysis and evaluation of the data from the former two, ensuring the systematic, long-term, and stable operation of the system.

[0145] In some embodiments of this application, a work order task dispatching device is provided, which corresponds one-to-one with the work order task dispatching methods described in the above embodiments. For example... Figure 7 As shown, the work order dispatching device includes a work order waiting module 101, a dispatching process module 102, a sampling inspection module 103, and an assessment module 104.

[0146] The pending work order module 101 is used to determine the work order type of a business work order, which includes business work orders and internal supervision work orders; and to determine whether a business work order belongs to a pending work order based on the current node of the business work order. The intelligent dispatch module 102 is used to determine the target dispatch process based on the work order type of the work order if it is determined that the business work order belongs to the pending work order. The pending work order includes at least one of the following: dispatching agency and dispatching personnel; and to perform dispatch operation on the pending work order based on the target dispatch process.

[0147] In some embodiments of this application, in the above-described apparatus, determining whether a work order task belongs to a pending work order based on the current node of the work order task includes at least one of the following: If the current node of the work order task is a dispatch management node, the work order task is determined to be a work order to be dispatched. If the current node of the work order task does not belong to the dispatch management node and has not been dispatched, it is determined that the work order task does not belong to the work order to be dispatched. If the current node of the work order task does not belong to the dispatch management node, has been dispatched once, and the dispatch time is greater than the set acceptance time, the work order task is determined to be a work order to be dispatched. If the current node of the work order task does not belong to the dispatch management node, has been dispatched twice, and the dispatch time is greater than the set acceptance time, it is determined that the work order task belongs to the pending work order to be dispatched to the central organization.

[0148] In some embodiments of this application, in the above-described apparatus, the work order type of the work order to be dispatched is a business work order or an internal supervision work order, and the target dispatch process includes a dispatching agency. The intelligent dispatch module 102 is specifically used to: if the work order to be dispatched is accepted by the central center, designate the central center as the dispatching agency; if the work order to be dispatched is accepted by a branch center, and the number of branch centers is unique, determine whether the branch center is the same as the work order initiating agency; if the work order to be dispatched is accepted by a branch center, and the number of branch centers is greater than 1, select the target dispatching agency based on the agency mutual exclusion rule, the agency minimum work order number rule, and the agency pending work order number rule.

[0149] In some embodiments of this application, in the above-described apparatus, the intelligent dispatch module 102 is specifically used to determine whether each branch center is the same as the initiating organization of the work order to be dispatched, and to designate branch center organizations that are different from the initiating organization of the work order to be dispatched as first candidate dispatching organizations; to determine whether the number of work orders accepted by the first candidate branch center organizations on the same day has reached the minimum number of work orders set by each organization, and to designate branch center organizations that have not reached the minimum number of work orders set by each organization as second candidate dispatching organizations; and to select a target dispatching organization based on the number of work orders to be processed by the second candidate dispatching organizations.

[0150] In some embodiments of this application, in the above-described apparatus, the selection of a target dispatching agency based on the number of pending work orders of the second candidate dispatching agency includes at least one of the following: If the number of receiving agencies for the pending work orders is 1, the branch center agency with the smallest number of pending work orders among the second candidate dispatch agencies shall be selected as the target dispatch agency; or if there are multiple branch centers with the smallest number of pending work orders among the second candidate dispatch agencies, the branch center agency with the smallest number of pending work orders shall be randomly assigned as the target dispatch agency. If the number of agencies accepting the pending work orders is greater than 1, the second candidate agencies are sorted from smallest to largest according to the number of pending work orders in the second candidate agencies, and then used as target agencies in turn, until the number of parallel agencies accepting the pending work orders is reached. If the number of second candidate dispatching agencies is 0 or the number of parallel processing agencies for pending work orders is insufficient, the central agency will be selected as the target dispatching agency.

[0151] In some embodiments of this application, in the above-described apparatus, the work order to be dispatched is a business work order, and the target dispatch process includes dispatch personnel. The intelligent dispatch module 102 is specifically used to select the target dispatcher from the central staff if the pending work order is accepted by the central staff. If the work order to be dispatched is handled by a specific branch center staff member and the number of staff members is unique, determine whether the specific branch center staff member participated in the handling of the work order in the preceding node. If so, then the head center staff member is selected as the target dispatcher; otherwise, the specific branch center staff member is selected as the target dispatcher. If the pending work orders are handled by personnel from a specific branch center and the number of personnel is not unique, then the target personnel for work order dispatch will be selected based on personnel mutual exclusion rules, personnel minimum work order count rules, and personnel pending work order count rules.

[0152] In some embodiments of this application, in the above-described device, the intelligent dispatch module 102 is specifically used to determine whether each person in a specific branch center participates in the acceptance of the work order to be dispatched at the preceding node, and to take the person who did not participate in the preceding node as the first candidate dispatcher. Determine whether the number of work orders handled by the first candidate dispatcher on the same day has reached the set minimum number of work orders per person. If the number of work orders handled by the first candidate dispatcher has not reached the set minimum number of work orders per person, then the first candidate dispatcher will be designated as the second candidate dispatcher. The branch center staff member with the smallest number of pending work orders among the second candidate dispatchers will be selected as the target dispatcher; or, if there are multiple branch center staff members with the smallest number of pending work orders among the second candidate dispatchers, the target dispatcher will be randomly assigned from among these multiple branch center staff members with the smallest number of pending work orders.

[0153] In some embodiments of this application, in the above-described apparatus, the sampling inspection module 103 is used to extract a preset number of sampling work orders from the internal supervision work orders based on set conditions. The sampling work order is inspected by sampling inspectors; wherein the sampling inspectors are central center users and do not overlap with central center supervisory users.

[0154] In some embodiments of this application, in the above-described apparatus, the assessment module 104 is used to statistically analyze the work order acceptance data of the central organization and personnel and the branch organization and personnel based on a set period. Based on the work order acceptance data and preset logic rules, various assessment indicators are calculated to form a comprehensive score for each organization and individual; The distribution strategy can be optimized or cost calculations can be performed based on the comprehensive score.

[0155] It should be noted that any of the above-mentioned work order dispatching devices can implement the aforementioned work order dispatching method one by one, which will not be elaborated here.

[0156] Figure 8 A schematic diagram of the structure of an electronic device provided in an embodiment of this application is shown. Figure 8 As shown, at the hardware level, this electronic device includes a processor, and optionally also includes an internal bus, a network interface, and memory. The memory may include main memory, such as high-speed random-access memory (RAM), or it may include non-volatile memory, such as at least one disk drive. Of course, this electronic device may also include other hardware required for other business operations.

[0157] The processor, network interface, and memory can be interconnected via an internal bus, which can be an ISA (Industry Standard Architecture) bus, a PCI (Peripheral Component Interconnect) bus, or an EISA (Extended Industry Standard Architecture) bus, etc. The bus can be divided into address bus, data bus, control bus, etc. For ease of representation, Figure 8 The symbol is represented by a single double-headed arrow, but this does not mean that there is only one bus or one type of bus.

[0158] Memory is used to store programs. Specifically, programs may include program code, which includes computer operation instructions. Memory may include main memory and non-volatile memory, and provides instructions and data to the processor.

[0159] The processor reads the corresponding computer program from non-volatile memory into main memory and then runs it, forming a work order dispatching device at the logical level. The processor executes the program stored in memory and specifically performs the aforementioned methods.

[0160] The processor may be an integrated circuit chip with signal processing capabilities. In implementation, each step of the above method can be completed by integrated logic circuits in the processor's hardware or by instructions in software form. The processor can be a general-purpose processor, including a Central Processing Unit (CPU), a Network Processor (NP), etc.; it can also be a Digital Signal Processor (DSP), an Application Specific Integrated Circuit (ASIC), a Field-Programmable Gate Array (FPGA), or other programmable logic devices, discrete gate or transistor logic devices, or discrete hardware components. It can implement or execute the methods, steps, and logic block diagrams disclosed in the embodiments of this application. The general-purpose processor can be a microprocessor or any conventional processor. The steps of the methods disclosed in the embodiments of this application can be directly embodied in the execution of a hardware decoding processor, or executed by a combination of hardware and software modules in the decoding processor. The software modules can reside in random access memory, flash memory, read-only memory, programmable read-only memory, electrically erasable programmable memory, registers, or other mature storage media in the art. The storage medium is located in the memory, and the processor reads the information in the memory and, in conjunction with its hardware, completes the steps of the above method.

[0161] This electronic device can execute the work order task dispatching method provided in several embodiments of this application, and realize the work order task dispatching device in Figure 7 The functions of the embodiments shown are not described in detail here.

[0162] This application also proposes a computer-readable storage medium that stores one or more programs, the programs including instructions that, when executed by an electronic device including multiple applications, enable the electronic device to perform the work order task dispatching method provided in several embodiments of this application.

[0163] Those skilled in the art will understand that embodiments of this application can be provided as methods, systems, or computer program products. Therefore, this application can take the form of a completely hardware embodiment, a completely software embodiment, or an embodiment combining software and hardware aspects. Furthermore, this application can take the form of a computer program product embodied on one or more computer-usable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) containing computer-usable program code.

[0164] This application is described with reference to flowchart illustrations and / or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of this application. It will be understood that each block of the flowchart illustrations and / or block diagrams, and combinations of blocks in the flowchart illustrations and / or block diagrams, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, special-purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, generate instructions for implementing the flowchart... Figure 1 One or more processes and / or boxes Figure 1 A device that provides the functions specified in one or more boxes.

[0165] These computer program instructions may also be stored in a computer-readable storage medium that can direct a computer or other programmable data processing device to function in a particular manner, such that the instructions stored in the computer-readable storage medium produce an article of manufacture including instruction means, which are implemented in a process Figure 1 One or more processes and / or boxes Figure 1 The function specified in one or more boxes.

[0166] These computer program instructions may also be loaded onto a computer or other programmable data processing equipment to cause a series of operational steps to be performed on the computer or other programmable equipment to produce a computer-implemented process, thereby providing instructions that execute on the computer or other programmable equipment for implementing the process. Figure 1 One or more processes and / or boxes Figure 1 The steps of the function specified in one or more boxes.

[0167] In a typical configuration, a computing device includes one or more processors (CPU), input / output interfaces, network interfaces, and memory.

[0168] Memory may include non-persistent storage in computer-readable media, such as random access memory (RAM) and / or non-volatile memory, such as read-only memory (ROM) or flash RAM. Memory is an example of computer-readable media.

[0169] Computer-readable media includes both permanent and non-permanent, removable and non-removable media that can store information using any method or technology. Information can be computer-readable instructions, data structures, modules of programs, or other data. Examples of computer storage media include, but are not limited to, phase-change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other types of random access memory (RAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), flash memory or other memory technologies, CD-ROM, digital versatile optical disc (DVD) or other optical storage, magnetic tape, magnetic magnetic disk storage or other magnetic storage devices, or any other non-transferable medium that can be used to store information accessible by a computing device. As defined herein, computer-readable media does not include transient computer-readable media, such as modulated data signals and carrier waves.

[0170] It should also be noted that the terms "comprising," "including," or any other variations thereof are intended to cover non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements includes not only those elements but also other elements not expressly listed, or elements inherent to such a process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising one..." does not exclude the presence of other identical elements in the process, method, article, or apparatus that includes said element.

[0171] Those skilled in the art will understand that embodiments of this application can be provided as methods, systems, or computer program products. Therefore, this application can take the form of a completely hardware embodiment, a completely software embodiment, or an embodiment combining software and hardware aspects. Furthermore, this application can take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, etc.) containing computer-usable program code.

[0172] The above are merely embodiments of this application and are not intended to limit the scope of this application. Various modifications and variations can be made to this application by those skilled in the art. Any modifications, equivalent substitutions, improvements, etc., made within the spirit and principles of this application should be included within the scope of the claims of this application.

Claims

1. A method for dispatching work orders, characterized in that, The method includes: Determine the work order type for the work order task, wherein the work order type includes business work orders and internal supervision work orders; Based on the current node of the work order task, determine whether the work order task belongs to the pending work orders; If it is determined that the work order task belongs to the pending work order, the target pending process is determined based on the work order type of the pending work order. The pending process includes at least one of the following: the dispatching agency and the dispatching personnel. The work orders to be dispatched are dispatched based on the target dispatch process.

2. The method according to claim 1, characterized in that, Determining whether a work order task belongs to a pending work order based on the current node of the work order task includes at least one of the following: If the current node of the work order task is a dispatch management node, the work order task is determined to be a work order to be dispatched. If the current node of the work order task does not belong to the dispatch management node and has not been dispatched, it is determined that the work order task does not belong to the work order to be dispatched. If the current node of the work order task does not belong to the dispatch management node, has been dispatched once, and the dispatch time is greater than the set acceptance time, the work order task is determined to be a work order to be dispatched. If the current node of the work order task does not belong to the dispatch management node, has been dispatched twice, and the dispatch time is greater than the set acceptance time, it is determined that the work order task belongs to the pending work order to be dispatched to the central organization.

3. The method according to claim 1, characterized in that, The work order type of the work order to be dispatched is a business work order or an internal supervision work order, and the target dispatch process includes a dispatching agency. The determination of the dispatching agency includes at least one of the following: If the work order to be dispatched is accepted by the central office, the central office shall be designated as the dispatching agency. If the work order to be dispatched is accepted by a branch center and the number of branch centers is unique, it is determined whether the branch center is the same as the work order initiating institution. If the pending work order is handled by a branch center and the number of branch centers is greater than 1, the target dispatching institution is selected based on the institution mutual exclusion rule, the institution's guaranteed minimum number of work orders rule, and the institution's pending work orders rule.

4. The method according to claim 3, characterized in that, The selection of target dispatching agencies based on agency mutual exclusion rules, agency minimum work order number rules, and agency pending work order number rules includes: Determine whether each branch center is the same as the initiating organization of the work order to be dispatched, and designate the branch center that is different from the initiating organization of the work order to be dispatched as the first candidate dispatching organization. Determine whether the number of work orders received by the first candidate branch center on the same day has reached the minimum number of work orders set by each institution. If the number of work orders received by the first candidate branch center has not reached the minimum number of work orders set by each institution, the branch center will be designated as the second candidate dispatching institution. Select the target dispatching agency based on the number of pending work orders of the second candidate dispatching agency.

5. The method according to claim 4, characterized in that, The selection of the target dispatching agency based on the number of pending work orders in the second candidate dispatching agency includes at least one of the following: If the number of receiving agencies for the pending work orders is 1, the branch center agency with the smallest number of pending work orders among the second candidate dispatch agencies shall be selected as the target dispatch agency; or if there are multiple branch centers with the smallest number of pending work orders among the second candidate dispatch agencies, the branch center agency with the smallest number of pending work orders shall be randomly assigned as the target dispatch agency. If the number of agencies accepting the pending work orders is greater than 1, the second candidate agencies are sorted from smallest to largest according to the number of pending work orders in the second candidate agencies, and then used as target agencies in turn, until the number of parallel agencies accepting the pending work orders is reached. If the number of second candidate dispatching agencies is 0 or the number of parallel processing agencies for pending work orders is insufficient, the central agency will be selected as the target dispatching agency.

6. The method according to claim 1, characterized in that, The work order to be dispatched is a business work order, and the target work process to be dispatched includes dispatch personnel. The personnel designated to assign orders include: If the pending work order is handled by the central staff, the target dispatcher is selected from the central staff based on the personnel mutual exclusion rule and the number of pending work orders rule. If the work order to be dispatched is handled by a specific branch center staff member and the number of staff members is unique, determine whether the specific branch center staff member participated in the handling of the work order in the preceding node. If so, then the head center staff member is selected as the target dispatcher; otherwise, the specific branch center staff member is selected as the target dispatcher. If the pending work orders are handled by personnel from a specific branch center and the number of personnel is not unique, then the target personnel for work order dispatch will be selected based on personnel mutual exclusion rules, personnel minimum work order count rules, and personnel pending work order count rules.

7. The method according to claim 6, characterized in that, The process of selecting target dispatchers based on personnel mutual exclusion rules, personnel minimum work order count rules, and personnel pending work order count rules includes: Determine whether each person in a specific branch center participated in the acceptance of the work order in the preceding node, and take the person who did not participate in the preceding node as the first candidate dispatcher. Determine whether the number of work orders handled by the first candidate dispatcher on the same day has reached the set minimum number of work orders per person. If the number of work orders handled by the first candidate dispatcher has not reached the set minimum number of work orders per person, then the first candidate dispatcher will be designated as the second candidate dispatcher. The branch center staff member with the smallest number of pending work orders among the second candidate dispatchers will be selected as the target dispatcher; or, if there are multiple branch center staff members with the smallest number of pending work orders among the second candidate dispatchers, the target dispatcher will be randomly assigned from among these multiple branch center staff members with the smallest number of pending work orders.

8. The method according to claim 1, characterized in that, The method further includes: Based on set conditions, a preset number of sample work orders are drawn from the internal supervision work orders; The sampling work order is inspected by sampling inspectors; wherein the sampling inspectors are central center users and do not overlap with central center supervisory users.

9. The method according to any one of claims 1-8, characterized in that, The method further includes: Based on the set periodic statistics of work order acceptance data of the central office and its personnel and the branch office and its personnel; Based on the work order acceptance data and preset logic rules, various assessment indicators are calculated to form a comprehensive score for each organization and individual; The distribution strategy can be optimized or cost calculations can be performed based on the comprehensive score.

10. A work order dispatching device, characterized in that, The device includes: The pending work order module is used to determine the work order type of a business work order, which includes business work orders and internal supervision work orders; based on the current node of the business work order, it determines whether the business work order belongs to the pending work order category. The intelligent dispatch module is used to determine the target dispatch process based on the work order type of the work order if it is determined that the business work order belongs to the pending work order. The pending work order includes at least one of the following: dispatching agency and dispatching personnel; and to perform dispatch operation on the pending work order based on the target dispatch process.

Images