摘要
在深入分析和挖掘95598业务支持系统工单信息数据的基础上,研究开发工单信息识别技术,按照业务类型、环节处理时限等因素对待办工单进行优先动态排序,结合客服代表工作状态信息,完成待办工单动态指向最优状态的客服代表,实现工单的合理分配。客观上提供一种系统对人的技术管控手段,提升工单处理质量及整体工作效率,加强95598业务支撑工作的基础。
Based on analysis of 95598 business support system work order information data, work order information identification technique is researched. According to the type of business and link processing time limit, work orders are ranked dynamically. With the customer service representative working state information, work orders are distributed to the customer service representative with dynamic optimal state, in order to achieve the rational allocation of work order. The technical control means of system for persons is provided objectively, in order to improve the work order processing quality and efficiency, strengthen the base of 95598 business support.
出处
《山东电力技术》
2016年第3期71-74,共4页
Shandong Electric Power
关键词
工单
识别
分配
work order
identification
distribution
