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工单正常流转是根据工单状态按照既定顺序及时执行。国家电网公司客服中心95598业务工单在不同系统中流转时,由于网络故障、调用服务超时等原因,出现了不同系统中工单状态不一致、重复派发工单或操作时间延长等问题。目前各行业客服中心工单系统仅从开发和管理的角度进行处理,影响了工单处理效率。因此提出了工单池技术,将异常工单放入工单池,通过设置消息ID、发送表和任务引擎,自动完成异常工单从发送方到接收方的异步流转。通过实际应用,异常工单自动处理成功率达到100%,有效提升了响应客户请求、处理客户问题的效率和质量。
The normal flow of work orders is based on order status in accordance with the established order of timely implementation. State Grid Corporation Customer Service Center 95,598 business work orders flow in different systems, due to network failure, call service timeout and other reasons, appeared in different systems inconsistent work orders, reissue work orders or extended operating time and other issues. At present, customer service center work order system in various industries only processes from the perspective of development and management, affecting the efficiency of work order processing. Therefore, the papermaking cell pool technology is put forward, and the abnormal work orders are put into the work order pool. By setting the message ID, sending table and task engine, the asynchronous work order transfer from the sender to the receiver is completed automatically. Through practical application, the successful rate of automatic processing of abnormal work orders reaches 100%, effectively improving the efficiency and quality of responding to customer requests and handling customer problems.