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

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

technical field [0001] The invention relates to a system and method for identifying and distributing electric customer service work orders. Background technique [0002] The 95598 business support system is an important service information platform for the State Grid Customer Service Center to accept customer appeals, review and handle opinions, and return to customer satisfaction. The quality and standard of State Grid Corporation's customer power supply service is an important data source for State Grid Corporation to supervise, evaluate, and assess the power supply service level of various grassroots units, and at the same time provide data support for peer benchmarking of the quality service evaluation index of each grassroots unit. In addition, the 95598 business support system is operated, maintained and managed by the State Grid Corporation of China. In order to prevent the occurrence of systemic risks, various functional improvements and technical requirements must b...

AI Technical Summary

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 organic connection with the work status information of customer service representatives, so there is a risk that it is difficult to ensure that all work orders are processed in a timely manner due to the sudden increase in the number of work orders in the emergency service disposal

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