| 电力服务热线工单处理系统研究 |
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| 引用本文： | 李文芳,梁雅洁.电力服务热线工单处理系统研究[J].山东电力技术,2014,41(6):76-79. |
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| 作者姓名： | 李文芳 梁雅洁 |
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| 作者单位： | 国网山东省电力公司电力科学研究院,济南250001 |
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| 摘 要： | 分析国网公司电力服务热线(95598)业务支持系统基础数据及工单处理策略、流转状态,研究提升95598工作效率的有效技术管控手段。在工单处理省客服中心环节,根据业务类型不同,研究实现工单自动接派发功能,探讨工单流转状态与签入系统的人员状态逻辑相关性,提出工单与人员状态匹配方法,以实现工单的自动分配,明确工单处理质量的责任归属,保证整体工作优质、高效。
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| 关 键 词： | 工单 自动 派发 分配 工作效率 |
The Werks heet Processing System of Electric Power Customer Service |
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| Li Wenfang and Liang Yajie.The Werks heet Processing System of Electric Power Customer Service[J].Shandong Electric Power,2014,41(6):76-79. |
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| Authors: | Li Wenfang and Liang Yajie |
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| Abstract: | Current data base,worksheet processing strategy and circulation state of State Grid 95598 business support system are analyzed.Effective technical control means to improve 95598 staff utilization and service response efficiency are studied.In the province customer service center,according to different business types,the automatic worksheet distribution function is realized,and the logic correlation between flow state of worksheets and personnel state signed into the system.A method to match work order and personnel state is put forward,in order to realize automatic work order allocation,determine responsibility, and ensure excellent and efficient customer service. |
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| Keywords: | worksheet automatic distribution assignment work efficiency |
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