Work order identification and distribution system and method of electricity customer service business

A distribution method and distribution system technology, applied in the direction of instruments, data processing applications, calculations, etc., can solve the problem of failure to establish an organic connection between work order information and customer service representative work status information, lack of customer service representative work status monitoring functions, and emergency service disposal Solve problems such as sudden increase in the number of work orders, achieve the effect of optimizing staffing and scheduling management, reducing labor management costs, and improving work enthusiasm

Active Publication Date: 2016-02-24
国网山东省电力公司营销服务中心(计量中心) +3
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Problems solved by technology

At present, the processing of work orders by the provincial customer service center mainly depends on the initiative and enthusiasm of people and the control of the service quality management system, and the cost of manual management is relatively high. Failure to establish an o

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[0034] The present invention will be further described below in conjunction with the drawings and embodiments.

[0035] 1 Status of work order processing

[0036] 1.1 Arrival of work order. The work orders issued by the State Grid Customer Service Center after receiving customer requests and the work orders with feedback from the grassroots units are simply arranged in the "to-do work order" interface in chronological order, and the priority order of work order processing is not fully displayed: different Business types of work orders and their process links have different time limit requirements. For example, the time limit of the fault report work order in the provincial customer service center is 2 minutes, but it is 20 minutes in the receipt review process; the complaint work order is in The provincial customer service center requires 2 working hours for the time limit for receiving orders, but there is no time limit for the receipt review step, which is only a part of the overal

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Abstract

The invention discloses a work order identification and distribution system and method of electricity customer service business. The method comprises the following steps: according to a set retrieval field, searching all work orders which are not processed in an electricity customer service business supporting system, and extracting and storing corresponding work order information; inquiring the working states of all customer service representatives, and sorting according to task loads and current states in the work lists of the customer service representatives; according to the information contents of the work orders, determining a priority arrangement way, and carrying out dynamic sorting on the extracted work orders; matching the sequence of the customer service representatives and the sequence of the work orders to establish a corresponding relationship between the work orders and the customer service representatives, distributing each work order to the corresponding customer service representative, locking the distributed work order, processing the work order by the customer service representative, and recording corresponding processing information; and according to a set time interval, continuously refreshing. The method realizes the efficient processing of the whole work orders while the method effectively guarantees that single work order is optimally distributed.

Description

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Claims

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Application Information

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Owner 国网山东省电力公司营销服务中心(计量中心)
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