CN-116187683-B - Work order distribution method, device, equipment and storage medium

CN116187683BCN 116187683 BCN116187683 BCN 116187683BCN-116187683-B

Abstract

The application discloses a work order distribution method, a device, equipment and a storage medium, relates to the technical field of data processing, and is used for improving the accuracy and efficiency of work order distribution. The method comprises the steps of selecting N work order allocation rules from a plurality of work order allocation rules which are preset to form a target rule set, wherein each work order allocation rule in the plurality of work order allocation rules corresponds to one priority, priorities corresponding to different work order allocation rules are different, N is a positive integer, screening at least one work order processing unit from a plurality of work order processing units based on the target rule set aiming at a target work order to be handled, wherein the work order processing units are the work units for processing the work order to be handled, evaluating the target rule set to obtain evaluation parameters corresponding to the target rule set, determining the target work order processing unit for processing the target work order to be handled from the at least one work order processing unit, and the evaluation parameters are used for indicating the accuracy of the target rule set for screening the work order processing units.

Inventors

XIAO WEIJIAN
SUN QIFU
ZHANG QIONG
ZHOU YUANYANG
LUO YULIN
ZHAN MEIQI
ZHANG LEI
CHEN SHUHONG
Yue Heshun
CAI FANGYI
PENG CHI
WANG JIACHENG

Assignees

中国联合网络通信集团有限公司

Dates

Publication Date: 20260505
Application Date: 20230104

Claims (8)

1. A method of worksheet allocation, the method comprising: Selecting N worksheet allocation rules from a plurality of preset worksheet allocation rules to form a target rule set, wherein each worksheet allocation rule in the plurality of worksheet allocation rules corresponds to one priority, priorities corresponding to different worksheet allocation rules are different, and N is a positive integer; Based on the priority of each work order distribution rule in the N work order distribution rules, transmitting the N work order distribution rules into a filter chain; inputting information of a target to-be-handled work order and information of a plurality of work order processing units into the filter chain; For the target to-be-handled work order, at least one work order processing unit is screened out from the plurality of work order processing units based on the target rule set configured on the filter chain, wherein the work order processing unit is a work unit for processing the to-be-handled work order; evaluating the target rule set to obtain evaluation parameters corresponding to the target rule set, and determining a target work order processing unit for processing the target work order to be handled from the at least one work order processing unit, wherein the evaluation parameters are used for indicating the accuracy of the target rule set for screening the work order processing units; For the target to-do worksheet, selecting the at least one worksheet processing unit from the plurality of worksheet processing units based on the target rule set configured on the filter chain, including: determining the arrangement sequence of the N work order allocation rules based on the priority corresponding to each work order allocation rule in the N work order allocation rules included in the target rule set; Aiming at a target to-be-handled work order, according to the arrangement sequence of the N work order allocation rules included in the target rule set, based on the ith work order allocation rule in the N work order allocation rules, M work order processing units are screened out from the plurality of work order processing units to obtain an ith list, i is a positive integer smaller than or equal to N, and M is a positive integer; And screening P work order processing units from the M work order processing units included in the ith list based on the (i+1) th work order distribution rule in the N work order distribution rules to obtain the (i+1) th list, wherein when the (i+1) th work order processing unit is equal to N, the P work order processing units are the at least one work order processing unit, and P is a positive integer less than or equal to M.
2. The method of claim 1, wherein the target to-do worksheet includes a plurality of information including a worksheet region, a worksheet service type; The selecting N worksheet allocation rules from the preset plurality of worksheet allocation rules to form a target rule set comprises the following steps: And selecting the N work order allocation rules from the preset plurality of work order allocation rules to form the target rule set based on the pieces of information included in the target work order to be handled, wherein one piece of information in the pieces of information corresponds to one work order allocation rule in the N work order allocation rules.
3. The method according to claim 1 or 2, characterized in that the method further comprises: Based on the evaluation parameters corresponding to the target rule set, adding the target rule set into a rule set list, wherein the rule set list comprises a plurality of rule sets, and each rule set in the plurality of rule sets corresponds to one evaluation parameter; and sorting the rule sets based on the evaluation parameters corresponding to each rule set in the rule sets included in the rule set list.
4. The work order distribution device is characterized by comprising a processing unit and a determining unit; The processing unit is used for selecting N work order allocation rules from a plurality of work order allocation rules which are preset to form a target rule set, each work order allocation rule in the plurality of work order allocation rules corresponds to one priority, priorities corresponding to different work order allocation rules are different, and N is a positive integer; The processing unit is further configured to transmit the N work order allocation rules to a filter chain based on a priority of each work order allocation rule in the N work order allocation rules; The processing unit is further used for inputting information of the target to-be-handled work orders and information of a plurality of work order processing units into the filter chain; The processing unit is further used for screening at least one work order processing unit from the plurality of work order processing units based on the target rule set configured on the filter chain for the target work order to be handled, wherein the work order processing unit is a work unit for processing the work order to be handled; The processing unit is further used for evaluating the target rule set to obtain an evaluation parameter corresponding to the target rule set, wherein the evaluation parameter is used for indicating the accuracy of the target rule set for screening the work order processing units; the determining unit is used for determining a target work order processing unit for processing the target work order to be handled from the at least one work order processing unit; the determining unit is further configured to determine an arrangement sequence of the N work order allocation rules based on a priority corresponding to each work order allocation rule in the N work order allocation rules included in the target rule set; The processing unit is further configured to screen out M work order processing units from the multiple work order processing units according to the order of the N work order allocation rules included in the target rule set, based on the i-th work order allocation rule in the N work order allocation rules, to obtain an i-th list, where i is a positive integer less than or equal to N, and M is a positive integer; the processing unit is further configured to screen out P work order processing units from the M work order processing units included in the i-th list based on the i+1th work order allocation rule in the N work order allocation rules to obtain the i+1th list, where when i+1 is equal to N, the P work order processing units are the at least one work order processing unit, and P is a positive integer less than or equal to M.
5. The work order distribution device according to claim 4, wherein the target work order to be handled comprises a plurality of information including work order area, work order service type; The processing unit is further configured to select the N work order allocation rules from the preset plurality of work order allocation rules to form the target rule set based on the pieces of information included in the target work order to be handled, where one piece of information in the pieces of information corresponds to one work order allocation rule in the N work order allocation rules.
6. The work order distribution apparatus according to claim 4 or 5, wherein the processing unit is further configured to add the target rule set to a rule set list based on an evaluation parameter corresponding to the target rule set, the rule set list including a plurality of rule sets, each rule set in the plurality of rule sets corresponding to one evaluation parameter; The processing unit is further configured to sort the rule sets based on an evaluation parameter corresponding to each rule set in the rule sets included in the rule set list.
7. An electronic device comprising a processor and a memory, wherein the memory is configured to store one or more programs, the one or more programs comprising computer-executable instructions, the processor executing the computer-executable instructions stored in the memory when the electronic device is in operation to cause the electronic device to perform a work order allocation method according to any one of claims 1-3.
8. A computer readable storage medium storing one or more programs, wherein the one or more programs comprise instructions, which when executed by a computer, cause the computer to perform a work order allocation method according to any of claims 1-3.

Description

Work order distribution method, device, equipment and storage medium Technical Field The present application relates to the field of communications technologies, and in particular, to a work order allocation method, apparatus, device, and storage medium. Background Work order distribution can be carried out through a manual or rule engine at present, specifically, when work order distribution is carried out through a manual mode, work order acceptors can receive work orders (such as complaints report work orders, opinion suggestion work orders and information consultation work orders) in a background system, then responsibility units corresponding to the work orders are judged according to personal experience, and the work orders are allocated to the responsibility units corresponding to the work orders. When the work order is distributed in a rule engine mode, the relation between the work order distribution rules can be logically calculated based on the AND and OR expressions, so that the work order distribution rules are calculated to obtain the responsibility units corresponding to the work order, and the work order is allocated to the responsibility units corresponding to the work order. In the method, when the work order is distributed manually, the experience of the work order acceptors on the work order distribution service and the proficiency of the work order acceptors on the work order distribution service are needed to be relied on, so that the accuracy of work order distribution is low, and a large amount of manpower is needed to be consumed. When the work order is distributed in a rule engine mode, the relation between work order distribution rules needs to be logically calculated by adopting an AND expression and an OR expression, and when the work order distribution rules are calculated by adopting the calculation method, the work order acceptance personnel cannot easily understand the work order distribution rules, cannot easily configure the work order distribution rules and can easily make mistakes when the work order distribution is carried out. Therefore, the accuracy and the efficiency of the work order distribution are low. Disclosure of Invention The application provides a work order distribution method, a device, equipment and a storage medium, which are used for solving the problem that logic calculation is easy to make mistakes when work order distribution is carried out manually by means of a rule engine and by means of an AND expression and an OR expression, so that the accuracy and the efficiency of work order distribution are improved. In order to achieve the above purpose, the application adopts the following technical scheme: The first aspect provides a work order distribution method, which comprises the steps of selecting N work order distribution rules from a plurality of preset work order distribution rules to form a target rule set, wherein each work order distribution rule in the plurality of work order distribution rules corresponds to one priority, priorities corresponding to different work order distribution rules are different, N is a positive integer, screening at least one work order processing unit from a plurality of work order processing units based on the target rule set aiming at a target work order, wherein the work order processing unit is the work unit for processing the work order, evaluating the target rule set to obtain an evaluation parameter corresponding to the target rule set, determining the target work order processing unit for processing the target work order from the at least one work order processing unit, and the evaluation parameter is used for indicating the accuracy of the target rule set for screening the work order processing unit. In one possible implementation, the target to-be-handled work order comprises a work order area and a work order service type, wherein N work order allocation rules are selected from a plurality of preset work order allocation rules to form a target rule set, the target to-be-handled work order comprises the steps of selecting N work order allocation rules from the plurality of preset work order allocation rules to form the target rule set based on a plurality of pieces of information included in the target to-be-handled work order, and one piece of information in the plurality of pieces of information corresponds to one work order allocation rule in the N work order allocation rules. In one possible implementation manner, for a target to-be-handled work order, at least one work order processing unit is screened out of a plurality of work order processing units based on a target rule set, the method comprises the steps of determining the arrangement sequence of N work order allocation rules based on priorities corresponding to each work order allocation rule in N work order allocation rules included in the target rule set, screening out M work order processing units from the plurality of work order processing u