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CN112070469A - Service handling duration optimization method, system, terminal device and storage medium - Google Patents

️Fri Dec 11 2020

业务办理时长优化方法、系统、终端设备及存储介质Business processing time optimization method, system, terminal device and storage medium

技术领域technical field

本公开涉及通信技术领域，尤其涉及一种业务办理时长优化方法、一种业务办理时长优化系统、一种终端设备以及一种计算机可读存储介质。The present disclosure relates to the field of communication technologies, and in particular, to a method for optimizing service processing duration, a system for optimizing service processing duration, a terminal device, and a computer-readable storage medium.

背景技术Background technique

随着通信技术的不断发展，通信业务的种类也更加丰富，从以往的单一移动业务、固网业务逐渐拓展到融合业务、共享套餐等多业务模式。而随着业务的多样化，业务受理流程也相对更加复杂；同时，在电子化和客户隐私保护等趋势下，业务办理系统所使用的各种辅助设备也越来越多，这些设备在交互和使用中其效率也是参差不齐，因此出现了营业厅业务受理慢、办理业务耗时长、排队长、等待时间长的问题，这将严重影响客户的服务体验。With the continuous development of communication technology, the types of communication services are also more abundant, from the single mobile service and fixed network service in the past to multi-service modes such as converged service and shared package. With the diversification of business, the business acceptance process is relatively more complex; at the same time, under the trend of electronicization and customer privacy protection, various auxiliary devices are used in the business processing system. Its efficiency is also uneven in use, so there are problems such as slow business acceptance in the business hall, long business processing time, long queues, and long waiting time, which will seriously affect the customer's service experience.

针对上述问题，目前营业厅大多通过分客户服务或者开设不同营业窗口等方式分流客户，该方式虽然能够提升业务办理效率，但由于该方式并未对整个业务受理流程进行分析，也就无从准确定位在业务受理流程中需要改进的环节，仅仅从客户分流来提高业务办理效率仍然不能够解决在办理业务高峰期时业务办理时长太长所导致的服务效率低、影响客户体验等问题。In response to the above problems, most business halls divert customers through customer service or opening different business windows. Although this method can improve the efficiency of business processing, it cannot accurately locate the business because it does not analyze the entire business acceptance process. For the link that needs to be improved in the business acceptance process, just diverting customers to improve the business processing efficiency still cannot solve the problems such as low service efficiency and affecting customer experience caused by too long business processing time during the peak business period.

因此，提出一种可以有效优化业务办理时长的方案是目前亟待解决的问题。Therefore, it is an urgent problem to propose a solution that can effectively optimize the business processing time.

发明内容SUMMARY OF THE INVENTION

本公开提供了一种业务办理时长优化方法、系统、终端设备及存储介质，以至少解决上述问题。The present disclosure provides a method, system, terminal device, and storage medium for optimizing service processing duration, so as to solve at least the above problems.

根据本公开实施例的一方面，提供一种业务办理时长优化方法，包括：According to an aspect of the embodiments of the present disclosure, a method for optimizing service processing duration is provided, including:

基于业务受理流程中业务员在各功能菜单下的交互时长和/或各外接设备的交互时长，分析出所述业务受理流程的待优化项；Based on the interaction time of the salesperson under each function menu and/or the interaction time of each external device in the business acceptance process, analyze the items to be optimized in the business acceptance process;

基于所述业务受理流程的待优化项，获取缩短所述业务受理流程的时长优化方案；以及，Based on the items to be optimized in the business acceptance process, obtain an optimization solution for shortening the duration of the business acceptance process; and,

基于所述时长优化方案改进所述业务受理流程。Improve the business acceptance process based on the duration optimization solution.

在一种实施方式中，在基于业务受理流程中业务员在各功能菜单下的交互时长和/或各外接设备的交互时长，分析出所述业务受理流程的待优化项之前，还包括：In one embodiment, before analyzing the items to be optimized in the business acceptance process based on the interaction duration of the salesperson under each function menu and/or the interaction duration of each external device in the business acceptance process, the method further includes:

采集业务办理系统的业务办理时长数据；Collect business processing time data from the business processing system;

基于业务办理系统的业务办理时长数据分析所述业务受理流程中业务员在各功能菜单下的交互时长；和/或，Analyze the interaction time of the salesperson under each function menu in the business acceptance process based on the business handling time data of the business handling system; and/or,

采集所有外接设备的业务办理时长数据；Collect business processing time data of all external devices;

基于所有外接设备的业务办理时长数据分析所述业务受理流程中各外接设备的交互时长。The interaction duration of each external device in the business acceptance process is analyzed based on the business processing duration data of all external devices.

在一种实施方式中，所述方法还包括：In one embodiment, the method further includes:

为所述业务受理流程中业务员和/或所有外接设备分配其唯一标识；Allocate unique identifiers to the salesperson and/or all external devices in the business acceptance process;

基于所述业务员唯一标识和/或各外接设备唯一标识创建多维数据库；以及，Create a multi-dimensional database based on the unique identifier of the salesperson and/or the unique identifier of each external device; and,

将所述业务受理流程中业务员在各功能菜单下的交互时长和/或各外接设备的交互时长存储在所述多维数据库中。The interaction duration of the clerk under each function menu and/or the interaction duration of each external device in the business acceptance process is stored in the multi-dimensional database.

在一种实施方式中，所述方法还包括：In one embodiment, the method further includes:

基于预设受理规则分别设定所述业务受理流程中业务员在各功能菜单下的交互时长阈值；Based on the preset acceptance rules, respectively set the interaction duration threshold of the salesperson under each function menu in the business acceptance process;

所述基于业务受理流程中业务员在各功能菜单下的交互时长，分析出所述业务受理流程的待优化项，包括：Based on the interaction time of the clerk under each function menu in the business acceptance process, the items to be optimized in the business acceptance process are analyzed, including:

分别获取基于所述业务受理流程的各个办理业务中业务员在各功能菜单下的交互时长；Respectively obtain the interaction duration of the salesperson under each function menu in each handling business based on the business acceptance process;

从所述各个办理业务中业务员在各功能菜单下的交互时长中筛选出超出对应交互时长阈值的功能菜单的交互时长；以及，Screen out the interaction duration of the function menu that exceeds the corresponding interaction duration threshold from the interaction duration of the salesperson under each function menu in the respective handling business; and,

对所述超出对应交互时长阈值的功能菜单的交互时长进行聚类分析，得到所述业务受理流程的待优化功能菜单作为所述业务受理流程的待优化项。Cluster analysis is performed on the interaction duration of the function menu exceeding the corresponding interaction duration threshold, and the function menu to be optimized of the business acceptance process is obtained as the to-be-optimized item of the business acceptance process.

在一种实施方式中，所述基于业务受理流程中各外接设备的交互时长，分析所述业务受理流程的待优化项，包括：In one embodiment, the analyzing the items to be optimized in the business acceptance process based on the interaction duration of each external device in the business acceptance process includes:

分别获取基于所述业务受理流程的各个办理业务中的各外接设备的交互时长；respectively acquiring the interaction duration of each external device in each handling business based on the business acceptance process;

基于所述各个办理业务下的各外接设备的交互时长，分别计算各外接设备在各个办理业务中的交互时长平均值；Based on the interaction duration of each external device under each transaction service, the average value of interaction duration of each external device in each transaction service is calculated respectively;

基于各外接设备在各个办理业务中的交互时长平均值，设定若干交互时长偏移值区间，并分别计算各个办理业务下各外接设备的交互时长偏移值；Based on the average value of the interaction duration of each external device in each transaction service, set a number of interaction duration offset value intervals, and calculate the interaction duration offset value of each external device under each transaction service respectively;

将各个办理业务下各外接设备的交互时长偏移值划入对应的交互时长偏移值区间；以及，dividing the interaction duration offset value of each external device under each transaction service into the corresponding interaction duration offset value interval; and,

分析各个所述交互时长偏移区间中各外接设备的交互时长偏移值，得到所述业务受理流程的待优化外接设备作为所述业务受理流程的待优化项。The interaction duration offset value of each external device in each of the interaction duration offset intervals is analyzed, and the external device to be optimized in the service acceptance process is obtained as an item to be optimized in the service acceptance process.

根据本公开实施例的另一方面，提供一种业务办理时长优化系统，包括：According to another aspect of the embodiments of the present disclosure, a system for optimizing service processing duration is provided, including:

分析模块，其设置为基于业务受理流程中业务员在各功能菜单下的交互时长和/或各外接设备的交互时长，分析出所述业务受理流程的待优化项；an analysis module, configured to analyze the items to be optimized in the business acceptance process based on the interaction duration of the salesperson under each function menu and/or the interaction duration of each external device in the business acceptance process;

获取模块，其设置为基于所述业务受理流程的待优化项，获取缩短所述业务受理流程的时长优化方案；以及，an obtaining module, configured to obtain an optimization scheme for shortening the duration of the business acceptance process based on the items to be optimized in the business acceptance process; and,

优化模块，其设置为基于所述时长优化方案改进所述业务受理流程。An optimization module, which is configured to improve the business acceptance process based on the duration optimization scheme.

在一种实施方式中，所述系统还包括：In one embodiment, the system further includes:

第一采集模块，其设置为采集业务办理系统的业务办理时长数据；a first collection module, which is configured to collect business processing time data of the business processing system;

第一分析模块，其设置在所述分析模块分析出所述业务受理流程的待优化项之前，基于业务办理系统的业务办理时长数据分析所述业务受理流程中业务员在各功能菜单下的交互时长；和/或，The first analysis module is set to analyze the interaction of the salesperson under each function menu in the business acceptance process based on the business handling time data of the business handling system before the analysis module analyzes the items to be optimized in the business acceptance process duration; and/or,

第二采集模块，其设置为在所述分析模块分析出所述业务受理流程的待优化项之前，采集所有外接设备的业务办理时长数据；A second collection module, which is configured to collect business processing time data of all external devices before the analysis module analyzes the items to be optimized in the business acceptance process;

第二分析模块，其设置为基于所有外接设备的业务办理时长数据分析所述业务受理流程中各外接设备的交互时长。The second analysis module is configured to analyze the interaction time of each external device in the business acceptance process based on the service processing time data of all the external devices.

在一种实施方式中，所述系统还包括：In one embodiment, the system further includes:

标识分配模块，其设置为为所述业务受理流程中业务员和/或所有外接设备分配其唯一标识；An identification allocation module, which is set to assign its unique identification to the salesperson and/or all external devices in the business acceptance process;

创建模块，其设置为基于所述业务员唯一标识和/或各外接设备唯一标识创建多维数据库；以及，A creation module configured to create a multidimensional database based on the unique identifier of the salesperson and/or the unique identifier of each external device; and,

存储模块，其设置为将所述业务受理流程中业务员在各功能菜单下的交互时长和/或各外接设备的交互时长存储在所述多维数据库中。A storage module configured to store the interaction duration of the salesperson under each function menu and/or the interaction duration of each external device in the multi-dimensional database in the business acceptance process.

根据本公开实施例的又一方面，提供一种终端设备，包括存储器和处理器，所述存储器中存储有计算机程序，当所述处理器运行所述存储器存储的计算机程序时，所述处理器执行所述的业务办理时长优化方法。According to yet another aspect of the embodiments of the present disclosure, a terminal device is provided, including a memory and a processor, where a computer program is stored in the memory, and when the processor executes the computer program stored in the memory, the processor Execute the described business processing time optimization method.

根据本公开实施例的再一方面，提供一种计算机可读存储介质，其上存储有计算机程序，所述计算机程序被处理器执行时，所述处理器执行所述的业务办理时长优化方法。According to yet another aspect of the embodiments of the present disclosure, there is provided a computer-readable storage medium on which a computer program is stored, and when the computer program is executed by a processor, the processor executes the method for optimizing service processing duration.

本公开的实施例提供的技术方案可以包括以下有益效果：The technical solutions provided by the embodiments of the present disclosure may include the following beneficial effects:

本公开实施例提供的业务办理时长优化方法，基于业务受理流程中业务员在各功能菜单下的交互时长和/或各外接设备的交互时长，分析出所述业务受理流程的待优化项；基于所述业务受理流程的待优化项，获取缩短所述业务受理流程的时长优化方案；以及，基于所述时长优化方案改进所述业务受理流程。本公开实施例通过分析业务办理流程中的待优化项，进而有效缩短业务办理时长，至少可以解决目前业务办理过程中受理慢、办理业务耗时长、排队长等待时间长等问题，提升客户的服务体验。The business processing duration optimization method provided by the embodiments of the present disclosure analyzes the items to be optimized in the business acceptance process based on the interaction duration of the salesperson under each function menu and/or the interaction duration of each external device in the business acceptance process; For the items to be optimized in the business acceptance process, an optimization solution for shortening the duration of the business acceptance process is obtained; and, based on the duration optimization solution, the business acceptance process is improved. By analyzing the items to be optimized in the business processing process, the embodiments of the present disclosure can effectively shorten the business processing time, at least solve the problems of slow acceptance, long processing time, long queue and long waiting time in the current business processing process, and improve customer service experience.

本公开的其它特征和优点将在随后的说明书中阐述，并且，部分地从说明书中变得显而易见，或者通过实施本公开而了解。本公开的目的和其他优点可通过在说明书、权利要求书以及附图中所特别指出的结构来实现和获得。Other features and advantages of the present disclosure will be set forth in the description that follows, and, in part, will be apparent from the description, or will be learned by practice of the present disclosure. The objectives and other advantages of the present disclosure may be realized and attained by the structure particularly pointed out in the description, claims and drawings.

附图说明Description of drawings

附图用来提供对本公开技术方案的进一步理解，并且构成说明书的一部分，与本公开的实施例一起用于解释本公开的技术方案，并不构成对本公开技术方案的限制。The accompanying drawings are used to provide a further understanding of the technical solutions of the present disclosure, and constitute a part of the specification. They are used to explain the technical solutions of the present disclosure together with the embodiments of the present disclosure, and do not constitute a limitation on the technical solutions of the present disclosure.

图1为本公开实施例一提供的一种业务办理时长优化方法的流程示意图；FIG. 1 is a schematic flowchart of a method for optimizing service processing duration according to Embodiment 1 of the present disclosure;

图2为本公开实施例二提供的一种业务办理时长优化方法的流程示意图；FIG. 2 is a schematic flowchart of a method for optimizing business processing duration according to Embodiment 2 of the present disclosure;

图3为本公开实施例三提供的一种业务办理时长优化方法的流程示意图；3 is a schematic flowchart of a method for optimizing service processing duration provided by Embodiment 3 of the present disclosure;

图4为本公开实施例四提供的一种业务办理时长优化方法的流程示意图；FIG. 4 is a schematic flowchart of a method for optimizing business processing duration according to Embodiment 4 of the present disclosure;

图5为本公开实施例五提供的一种业务办理时长优化系统的结构式意图；FIG. 5 is a structural intent of a system for optimizing business processing duration provided by Embodiment 5 of the present disclosure;

图6为本公开实施例六提供的一种终端设备的结构示意图。FIG. 6 is a schematic structural diagram of a terminal device according to Embodiment 6 of the present disclosure.

具体实施方式Detailed ways

为使本公开实施例的目的、技术方案和优点更加清楚，以下结合附图对本公开的具体实施方式进行详细说明。应当理解的是，此处所描述的具体实施方式仅用于说明和解释本公开，并不用于限制本公开。In order to make the objectives, technical solutions and advantages of the embodiments of the present disclosure more clear, the specific embodiments of the present disclosure will be described in detail below with reference to the accompanying drawings. It should be understood that the specific embodiments described herein are only used to illustrate and explain the present disclosure, but not to limit the present disclosure.

需要说明的是，本公开的说明书和权利要求书及上述附图中的术语“第一”、“第二”等是用于区别类似的对象，而不必用于描述特定的顺序或先后次序；并且，在不冲突的情况下，本公开中的实施例及实施例中的特征可以相互任意组合。It should be noted that the terms "first", "second", etc. in the description and claims of the present disclosure and the above drawings are used to distinguish similar objects, and are not necessarily used to describe a specific sequence or sequence; Also, the embodiments of the present disclosure and the features of the embodiments may be arbitrarily combined with each other without conflict.

在后续的描述中，使用用于表示元件的诸如“模块”、“部件”或“单元”的后缀仅为了有利于本公开的说明，其本身没有特定的意义。因此，“模块”、“部件”或“单元”可以混合地使用。In the following description, suffixes such as 'module', 'component' or 'unit' used to represent elements are used only to facilitate the description of the present disclosure, and have no specific meaning per se. Thus, "module", "component" or "unit" may be used interchangeably.

为解决上述问题，本公开实施例提供了一种业务办理时长优化方法，可以有效提升业务受理效率，通过将当前业务办理系统中各营业菜单的每一流程受理时间、业务办理系统外接设备交互时间、业务员与客户的交互时间、客户选择时间等作为提升营业效率的考虑因素，可以选择出业务受理用时较多的业务，通过将营业受理中各环节所需时间、外接设备交互、与客户交互等作为考虑因素，从业务流程设计、外接设备更新换代、客户交互多因素优化，使得营业效率提升，具有一定的前瞻性，从而将影响营业受理效率的重要影响因素筛选出来，有效提升运营商营业受理效率、减少营业厅排长队的现象。In order to solve the above problems, the embodiments of the present disclosure provide a method for optimizing business processing time, which can effectively improve the efficiency of business acceptance. , The interaction time between the salesperson and the customer, and the customer selection time are considered factors to improve business efficiency, and the business that takes more time to accept business can be selected. Considering factors such as business process design, replacement of external equipment, and multi-factor optimization of customer interaction, the business efficiency is improved and has a certain forward-looking, so as to screen out the important influencing factors that affect the efficiency of business acceptance, and effectively improve the operator's business. Receiving efficiency and reducing the phenomenon of long queues in business halls.

请参照图1，图1为本公开实施例一提供的一种业务办理时长优化方法的流程示意图，所述方法包括步骤S101-S103。Please refer to FIG. 1 . FIG. 1 is a schematic flowchart of a method for optimizing business processing duration according to Embodiment 1 of the present disclosure, and the method includes steps S101 - S103 .

在步骤S101中，基于业务受理流程中业务员在各功能菜单下的交互时长和/或各外接设备的交互时长，分析出所述业务受理流程的待优化项。In step S101, based on the interaction duration of the salesperson under each function menu and/or the interaction duration of each external device in the business acceptance process, the items to be optimized in the business acceptance process are analyzed.

本实施例中，业务员在各功能菜单下的交互时长为业务员在为用户办理业务时使用业务办理系统点击各功能菜单的交互时长；各外接设备的交互时长为业务员在为用户办理业务时需要使用到的外接设备的交互时长，例如，在某业务办理流程中需要用户进行电子签名，外接设备的交互时长为用户在电子签名所用的手写屏上进行电子签名的时长。相较于相关技术仅通过对客户进行分流来提高业务办理效率，本实施例通过分析业务办理流程中各个业务办理进程中的所用时长，以找出业务办理效率不高的原因，分析出业务办理流程中的待优化项，进而从根本上实现对业务办理时长的优化，可以有效解决办理业务高峰期时业务办理时长太长所导致的服务效率低、影响客户体验等问题。In this embodiment, the interaction time of the clerk under each function menu is the interaction time of the clerk using the service handling system to click on each function menu when handling the business for the user; the interaction time of each external device is the clerk handling the service for the user. The interaction time of the external device that needs to be used, for example, in a business processing process, the user needs to sign electronically, and the interaction time of the external device is the time for the user to perform the electronic signature on the handwriting screen used for the electronic signature. Compared with the related art, which only improves the efficiency of business processing by shunting customers, this embodiment analyzes the time spent in each business processing process in the business processing process to find out the reason why the business processing efficiency is not high, and analyzes the business processing process. Items to be optimized in the process, and then fundamentally optimize the business processing time, which can effectively solve the problems of low service efficiency and affecting customer experience caused by too long business processing time during peak business hours.

在步骤S102中，基于所述业务受理流程的待优化项，获取缩短所述业务受理流程的时长优化方案。In step S102, based on the items to be optimized in the business acceptance process, an optimization solution for shortening the duration of the business acceptance process is obtained.

具体地，在经过步骤S101的时长分析出待优化项之后，基于所述待优化项获取时长优化方案，例如，业务办理流程中业务员在各菜单下的交互时长明显过长，则在业务流程、业务设计上提出时长优化方案，例如，设置前导台在客户等待办理业务期间选号和选套餐、以减少在营业受理过程中业务员与客户的交互时间；而如果是外接设备的交互时长较长，则对设备优化提出建议，将需要优化的设备类型、厂商及型号，根据当前此类设备数量，按照影响程度分优先级，提出相应改进。Specifically, after the items to be optimized are analyzed through the time length of step S101, a time length optimization plan is obtained based on the items to be optimized. . Propose a time length optimization plan in business design. For example, set the front desk to select numbers and packages while the customer is waiting for the business to reduce the interaction time between the salesperson and the customer during the business acceptance process. If the interaction time of external devices is longer , then put forward suggestions for equipment optimization, according to the current number of such equipment, according to the current number of such equipment, according to the degree of impact, and put forward corresponding improvements.

在步骤S103中，基于所述时长优化方案改进所述业务受理流程。In step S103, the business acceptance process is improved based on the duration optimization scheme.

请参照图2，图2为本公开实施例二提供的一种业务办理时长优化方法的流程示意图，在实施例一的基础上，本实施例提出了对业务办理系统的功能菜单的具体时长优化方案，除了步骤S103-S103之外，所述方法还包括步骤S201，并将步骤S101进一步划分为了步骤S202-S204。Please refer to FIG. 2 . FIG. 2 is a schematic flowchart of a method for optimizing business processing duration provided in Embodiment 2 of the present disclosure. On the basis of Embodiment 1, this embodiment proposes a specific duration optimization for the function menu of the business processing system. In the solution, in addition to steps S103-S103, the method further includes step S201, and step S101 is further divided into steps S202-S204.

在步骤S201中，基于预设受理规则分别设定所述业务受理流程中业务员在各功能菜单下的交互时长阈值。In step S201, based on the preset acceptance rules, the interaction duration thresholds of the salesperson under each function menu in the business acceptance process are respectively set.

具体地，本领域技术人员可以结合现有技术根据电信业务受理的规则设置各数据阀值，其中，各数据阀值即各功能菜单下的交互时长，例如，在开户业务中，业务员与客户的交互时间约占整个应用受理时间的40％，设置营业菜单中业务员与用户交互时间占比阀值F1＝40％；在其他业务受理过程中业务员与客户的交互时间约占整个营业受理时间的10％，设置其他菜单中业务员与用户交互时间占比阀值F2＝10％；在一些实施例中，为了进一步对功能菜单进行分析，结合表1，可以设置功能菜单与外接设备交互次数阈值，在一个受理流程中，营业系统与一类设备的交互次数只有1次，设置交互次数阀值FC＝1，当超过交互此处阈值，说明该功能菜单需要进行优化。Specifically, those skilled in the art can set various data thresholds according to the rules of telecommunication service acceptance in combination with the existing technology, wherein each data threshold is the interaction time under each function menu. The interaction time accounts for about 40% of the entire application acceptance time. Set the threshold value F1=40% for the interaction time between salespersons and users in the business menu; in other business acceptance processes, the interaction time between salespersons and customers accounts for about 40% of the entire business acceptance. 10% of the time, set the threshold value F2=10% of the interaction time between the salesperson and the user in other menus; in some embodiments, in order to further analyze the function menu, in combination with Table 1, it is possible to set the function menu to interact with external devices Threshold for the number of times. In an acceptance process, the number of interactions between the business system and a type of device is only 1, and the threshold for the number of interactions is set to FC=1. When the interaction threshold is exceeded, it means that the function menu needs to be optimized.

所述基于业务受理流程中业务员在各功能菜单下的交互时长，分析所述业务受理流程的待优化项(即，步骤S101)，包括以下步骤：The analysis of the items to be optimized in the business acceptance process (ie, step S101 ) based on the interaction time of the salesperson under each function menu in the business acceptance process includes the following steps:

在步骤S202中，分别获取基于所述业务受理流程的各个办理业务中业务员在各功能菜单下的交互时长。In step S202, the interaction duration of the clerk under each function menu in each handling business based on the business acceptance process is obtained respectively.

在步骤S203中，从所述各个办理业务中业务员在各功能菜单下的交互时长中筛选出超出对应交互时长阈值的功能菜单的交互时长；In step S203, the interaction duration of the function menu that exceeds the corresponding interaction duration threshold is screened out from the interaction durations of the clerks under each function menu in the respective handling services;

在步骤S204中，对所述超出对应交互时长阈值的功能菜单的交互时长进行聚类分析，得到所述业务受理流程的待优化功能菜单作为所述业务受理流程的待优化项。In step S204, cluster analysis is performed on the interaction duration of the function menu exceeding the corresponding interaction duration threshold, and the function menu to be optimized of the business acceptance process is obtained as the to-be-optimized item of the business acceptance process.

进一步地，本实施例通过在业务办理系统中嵌入计时系统，通过计时系统采集整个业务办理系统的所用时长，然后分析业务员在各功能菜单下的交互时长，具体地，在基于业务受理流程中业务员在各功能菜单下的交互时长和/或各外接设备的交互时长，分析出所述业务受理流程的待优化项(即，步骤S101)之前，还包括以下步骤：Further, in this embodiment, by embedding the timing system in the business handling system, the time used by the entire business handling system is collected through the timing system, and then the interaction time of the salesperson under each function menu is analyzed. Specifically, in the process based on business acceptance. Before analyzing the to-be-optimized item (ie, step S101 ) of the business acceptance process, the interaction duration of the salesman under each function menu and/or the interaction duration of each external device further includes the following steps:

采集业务办理系统的业务办理时长数据；以及，基于业务办理系统的业务办理时长数据分析所述业务受理流程中业务员在各功能菜单下的交互时长。Collecting business handling time data of the business handling system; and analyzing the interaction time of the clerk under each function menu in the business acceptance process based on the business handling time data of the business handling system.

进一步地，由于业务办理流程中时长数据多且复杂，本实施例通过建立多维数据库，便于对业务办理时长数据的采集和分析，所述方法还包括以下步骤：Further, due to the large and complex duration data in the business processing process, the present embodiment facilitates the collection and analysis of the business processing duration data by establishing a multi-dimensional database, and the method further includes the following steps:

为所述业务受理流程中业务员分配其唯一标识；assigning its unique identifier to the salesperson in the business acceptance process;

基于所述业务员唯一标识创建多维数据库；Create a multidimensional database based on the unique identifier of the salesperson;

将所述业务受理流程中业务员在各功能菜单下的交互时长存储在所述多维数据库中。The interaction duration of the salesperson under each function menu in the business acceptance process is stored in the multidimensional database.

具体地，由于每个业务员所产生的业务员办理数据不同，本实施例通过为业务员分配其唯一标识，每个业务员id下的数据，可以包括业务员所点击功能菜单产生的相关数据，例如，功能菜单名称、类型等，便于对业务办理时长数据的分析。Specifically, since the salesperson handling data generated by each salesperson is different, in this embodiment, by assigning the salesperson its unique identifier, the data under each salesperson id may include the relevant data generated by the function menu clicked by the salesperson , for example, the function menu name, type, etc., to facilitate the analysis of the business processing time data.

请参照图3，图3为本公开实施例三提供的一种业务办理时长的优化方法的流程示意图，在实施例一的基础上，本实施例提出了外接设备的具体时长优化方案，本实施例将步骤S101进一步划分为步骤S301-Please refer to FIG. 3 . FIG. 3 is a schematic flowchart of a method for optimizing service processing duration provided by Embodiment 3 of the present disclosure. On the basis of Embodiment 1, this embodiment proposes a specific duration optimization solution for an external device. This embodiment For example, step S101 is further divided into steps S301-

所述基于业务受理流程中各外接设备的交互时长，分析所述业务受理流程的待优化项(即，步骤S101)，包括步骤S301-S305。The analysis of items to be optimized in the business acceptance process (ie, step S101 ) based on the interaction duration of each external device in the business acceptance process includes steps S301-S305.

在步骤S301中，分别获取基于所述业务受理流程的各个办理业务中的各外接设备的交互时长；In step S301, the interaction duration of each external device in each transaction based on the service acceptance process is obtained respectively;

在步骤S302中，基于所述各个办理业务下的各外接设备的交互时长，分别计算各外接设备在各个办理业务中的交互时长平均值；In step S302, based on the interaction duration of each external device under each handling service, the average value of the interaction duration of each external device in each handling service is calculated respectively;

在步骤S303中，基于各外接设备在各个办理业务中的交互时长平均值，设定若干交互时长偏移值区间，并分别计算各个办理业务下各外接设备的交互时长偏移值；In step S303, based on the average value of the interaction duration of each external device in each handling service, set a number of interaction duration offset value intervals, and calculate the interaction duration offset value of each external device under each handling service respectively;

在步骤S304中，将各个办理业务下各外接设备的交互时长偏移值划入对应的交互时长偏移值区间；In step S304, the interaction duration offset value of each external device under each handling service is divided into the corresponding interaction duration offset value interval;

在步骤S305中，分析各个所述交互时长偏移区间中各外接设备的交互时长偏移值，得到所述业务受理流程的待优化外接设备作为所述业务受理流程的待优化项。In step S305, the interaction duration offset value of each external device in each of the interaction duration offset intervals is analyzed, and an external device to be optimized in the service acceptance process is obtained as an item to be optimized in the service acceptance process.

具体地，计算不同业务办理中同一类型的各外接设备的平均值T，并以平均值T为中心，设置偏移区间值，如设置为-10％、-5％、5％、10％、20％等。对各类别数据计算与平均值T的偏移值P，计算得出具体偏移值，如偏移6％，则将该数据划入对应的偏移区间，对较大偏移区间内的交互时间，查询对应的设备型号和厂商，基于该方式得出的设备型号，即为需要淘汰或升级的外设设备。Specifically, calculate the average value T of each external device of the same type in different business transactions, and set the offset interval value with the average value T as the center, such as -10%, -5%, 5%, 10%, 20% etc. Calculate the offset value P from the average value T for each category of data, and calculate the specific offset value. Time, query the corresponding device model and manufacturer, and the device model obtained based on this method is the peripheral device that needs to be eliminated or upgraded.

进一步地，在基于业务受理流程中业务员在各功能菜单下的交互时长和/或各外接设备的交互时长，分析出所述业务受理流程的待优化项(即，步骤S101)之前，还包括以下步骤：Further, before analyzing the to-be-optimized items of the business acceptance process (ie, step S101 ) based on the interaction duration of the salesperson under each function menu and/or the interaction duration of each external device in the business acceptance process (ie, step S101 ), further include: The following steps:

采集所有外接设备的业务办理时长数据；以及，基于所有外接设备的业务办理时长数据分析所述业务受理流程中各外接设备的交互时长。Collecting service processing time data of all external devices; and analyzing the interaction time of each external device in the business acceptance process based on the service processing time data of all external devices.

进一步地，本实施例还包括以下步骤：Further, this embodiment also includes the following steps:

为所有外接设备分配唯一标识；Assign unique identifiers to all external devices;

基于各外接设备唯一标识创建多维数据库；以及，Create a multidimensional database based on the unique identification of each external device; and,

将各外接设备的交互时长存储在所述多维数据库中。The interaction duration of each external device is stored in the multidimensional database.

结合上述实施例二和实施例三，本公开实施例四提供的一种业务办理时长的优化方法，本实施例公开了同时分析各功能菜单以及各外接设备的时长优化方案，具体地，在实施例一的基础上，所述方法还包括步骤S201，并将步骤S101进一步划分为了步骤S202-S204以及步骤S301-S305，In combination with the second and third embodiments above, the fourth embodiment of the present disclosure provides a method for optimizing the duration of service processing. This embodiment discloses an optimization scheme for analyzing the duration of each function menu and each external device at the same time. On the basis of example 1, the method further includes step S201, and step S101 is further divided into steps S202-S204 and steps S301-S305,

在步骤S201中，基于预设受理规则分别设定所述业务受理流程中业务员在各功能菜单下的交互时长阈值；In step S201, based on the preset acceptance rules, respectively set the interaction duration threshold of the salesperson under each function menu in the business acceptance process;

所述基于业务受理流程中业务员在各功能菜单下和各外接设备的交互时长，分析出所述业务受理流程的待优化项(步骤S101)，包括以下步骤：Based on the interaction time between the salesman and each external device under each function menu in the business acceptance process, analyze the items to be optimized in the business acceptance process (step S101), including the following steps:

在步骤S202中，分别获取基于所述业务受理流程的各个办理业务中业务员在各功能菜单下的交互时长；In step S202, the interaction duration of the clerk under each function menu in each handling business based on the business acceptance process is obtained respectively;

在步骤S203中，从所述各个办理业务中业务员在各功能菜单下的交互时长中筛选出超出对应交互时长阈值的功能菜单下的交互时长；以及，In step S203, the interaction duration under the function menu that exceeds the corresponding interaction duration threshold is screened out from the interaction durations of the clerks under each function menu in the respective handling services; and,

在步骤S204中，对所述超出对应交互时长阈值的功能菜单下的交互时长进行聚类分析，得到所述业务受理流程的待优化功能菜单作为所述业务受理流程的待优化项。In step S204, cluster analysis is performed on the interaction duration under the function menu exceeding the corresponding interaction duration threshold, and the function menu to be optimized of the business acceptance process is obtained as the to-be-optimized item of the business acceptance process.

在步骤S303中，基于各外接设备在各个办理业务中的交互时长平均值，分别设定一个交互时长偏移值区间，并分别计算各个办理业务下各外接设备的交互时长偏移值；In step S303, based on the average value of the interaction duration of each external device in each transaction service, an interaction duration offset value interval is respectively set, and the interaction duration offset value of each external device under each transaction service is calculated respectively;

在步骤S304中，将各个办理业务下各外接设备的交互时长偏移值分别划入对应的交互时长偏移值区间；以及，In step S304, the interaction duration offset value of each external device under each handling service is divided into the corresponding interaction duration offset value interval; and,

进一步地，在步骤S101之前，还可以包括以下步骤：Further, before step S101, the following steps may also be included:

采集业务办理系统的业务办理时长数据；Collect business processing time data from the business processing system;

基于业务办理系统的业务办理时长数据分析所述业务受理流程中业务员在各功能菜单下的交互时长；以及，Analyze the interaction time of the salesperson under each function menu in the business acceptance process based on the business handling time data of the business handling system; and,

采集所有外接设备的业务办理时长数据；Collect business processing time data of all external devices;

可以理解的是，各功能菜单为业务办理系统上的功能菜单，通过将计时系统分别安装在业务办理系统以及外接设备上，采集业务办理系统和外接设备的时间数据，可以高效获取业务员在各功能菜单下的交互时长，以及外接设备的交互时长。It can be understood that each function menu is a function menu on the business management system. By installing the timing system on the business management system and the external device respectively, and collecting the time data of the business management system and the external device, it is possible to efficiently obtain The interaction duration under the function menu and the interaction duration of external devices.

本实施例中，通过在业务办理系统和外接设备中嵌入计时系统，利用计时系统采集各功能菜单的受理流程所需办理时间，具体地，计时系统的接入可以包括以下流程：a、将业务办理系统和各种外接设备通过USB等方式进行连接。业务办理系统一般指营业用计算机，包括主机和显示屏；外接设备指营业受理过程中可能用到的设备，如读取身份证的读卡器、拍摄身份证照片和办理人(客户)照片的高拍仪、电子签名所用的手写屏、读写SIM卡的写卡器、刷银行卡所用的POS机、打印受理单所用的打印机；b、计时系统软件嵌入业务办理系统和各外接设备软件；c、每个设备启动时，计时系统采集各设备的设备厂商和型号信息。In this embodiment, by embedding the timing system in the business handling system and the external device, the timing system is used to collect the processing time required for the acceptance process of each function menu. Specifically, the access to the timing system may include the following procedures: a. The management system and various external devices are connected through USB and other methods. The business handling system generally refers to the computer used for business, including the host computer and the display screen; the external equipment refers to the equipment that may be used in the process of business acceptance, such as the card reader for reading the ID card, the camera for taking the ID card photo and the manager (customer) photo. High-speed meter, handwriting screen for electronic signature, card writer for reading and writing SIM card, POS machine for swiping bank card, printer for printing acceptance form; b. Timing system software is embedded in business management system and external device software; c. When each device is started, the timing system collects the device manufacturer and model information of each device.

在实际应用中，计时系统采集业务办理时长数据包括以下步骤：In practical applications, the collection of business processing time data by the timing system includes the following steps:

1)业务员登陆业务办理系统，点击相应的菜单开始办理业务；1) The salesman logs in the business handling system and clicks the corresponding menu to start handling the business;

2)计时系统记录所点击的菜单，及办理过程中每一个步骤(页面)所用的时间；2) The timing system records the menu clicked and the time used for each step (page) in the process;

3)计时系统根据每个办理流程中，业务办理系统所调用的外接设备，及2)所记录时间，计算此步骤中外接设备交互所用的时间；3) The timing system calculates the time used for the interaction of the external devices in this step according to the external devices called by the business management system in each processing process, and 2) the recorded time;

4)计时系统在业务办理系统特定的界面插入需与客户交互的选项，在交互之时业务员可点击开始与结束按钮，计时系统记录与客户交互的时间。4) The timing system inserts the option to interact with the customer in the specific interface of the business handling system. During the interaction, the salesman can click the start and end buttons, and the timing system records the time of interaction with the customer.

5)基于上述步骤，计时系统生成某一菜单的受理时间记录，如下表1所示：5) Based on the above steps, the timing system generates the acceptance time record of a certain menu, as shown in Table 1 below:

表1Table 1

表1受理时间记录表Table 1 Reception time record table

其中，菜单项表示该营业菜单(即，功能菜单)；步骤1、步骤2表示该菜单办理过程中有这些步；时长表示该步骤所用时长；设备N交互时长表示在该步骤办理过程中与设备N的交互时长；与客户交互时长表示在该步骤办理过程中与客户的交互时长；合计T表示该菜单办理所用总时长T＝t1+t2+t3+t4；交互次数CN表示在该菜单的办理中与设备N的交互次数，计算方法为设备N所有不为0的交互时间的个数即为CN，举例：设备1的交互次数，t11＞0，表示在步骤1中系统与设备1有交互；t21＝0，表示在步骤2中系统与设备1没有交互。设备1的交互次数C1为t11、t21、t31、t41总4个数值中大于0的数字个数。Among them, the menu item represents the business menu (that is, the function menu); Steps 1 and 2 represent these steps in the menu handling process; the duration represents the time used for this step; the interaction duration of device N represents the interaction with the device during the processing of this step. The interaction time of N; the interaction time with the customer represents the interaction time with the customer during the processing of this step; the total T represents the total time used for the menu processing T=t1+t2+t3+t4; the number of interactions CN represents the processing of the menu The number of interactions with device N in the calculation method is that the number of interaction times of device N that is not 0 is CN. For example, the number of interactions of device 1, t11>0, means that the system interacts with device 1 in step 1. ; t21=0, indicating that in step 2 there is no interaction between the system and device 1. The interaction times C1 of the device 1 is the number of numbers greater than 0 among the total four values of t11, t21, t31, and t41.

进一步地，本实施例还包括以下步骤：Further, this embodiment also includes the following steps:

为所述业务受理流程中业务员和所有外接设备分配唯一标识；Allocate unique identifiers to the salesperson and all external devices in the business acceptance process;

基于所述业务员唯一标识和各外接设备唯一标识创建多维数据库；以及，Create a multi-dimensional database based on the unique identifier of the salesperson and the unique identifier of each external device; and,

将所述业务受理流程中业务员在各功能菜单下的交互时长和各外接设备的交互时长存储在所述多维数据库中。The interaction duration of the clerk under each function menu and the interaction duration of each external device in the business acceptance process are stored in the multi-dimensional database.

本实施例中，根据业务受理流程中所有人员、设备属性建立多维数据库。业务员id，营业系统硬件及软件关键指标数据(如x86、winxp)、外接设备类型及厂商型号，并按照设备类型分类；其中业务员id下的数据，可以包括业务员所点击功能菜单产生的相关数据，例如，功能菜单名称、类型等，而针对外接设备，可以将相同设备类型、相同厂商和型号的设备编码为一类，便于对同款设备的分析，如对读卡器设备编码如下表2：In this embodiment, a multi-dimensional database is established according to the attributes of all personnel and equipment in the business acceptance process. Salesperson id, key indicator data of business system hardware and software (such as x86, winxp), external device type and manufacturer model, and classified according to device type; the data under salesperson id can include the data generated by the function menu clicked by the salesperson Relevant data, such as function menu name, type, etc., and for external devices, devices of the same device type, manufacturer and model can be coded into one category to facilitate the analysis of the same device, such as the card reader device code as follows Table 2:

表2Table 2

设备类型Equipment type 厂商Manufacturer 型号model 编码coding 读卡器card reader 厂商1Manufacturer 1 A121A121 1001110011 读卡器card reader 厂商1Manufacturer 1 A380A380 1001210012 读卡器card reader 厂商2Manufacturer 2 B211B211 1002110021 读卡器card reader 厂商2Manufacturer 2 B421B421 1002210022 读卡器card reader 厂商3Manufacturer 3 C766C766 1003110031

进一步地，根据计时系统所采集的外接设备信息，建立人员与外接设备的对应数据如表3：Further, according to the external equipment information collected by the timing system, the corresponding data between the personnel and the external equipment is established as shown in Table 3:

表3table 3

本实施例中，结合表3和表1所示，将表3个多笔表1相对应，即相同的业务员和外接设备下，有多笔业务受理数据，即同一业务办理流程中的多个办理业务，通过获取各个办理业务中业务员分别在各功能菜单下的交互时长并与各功能菜单对应的交互时长阈值分别进行比对，并筛选出超出阈值的功能菜单对应的时长数据，然后通过聚类分析得出超阈值数据所对应的功能菜单，这些功能菜单即为在流程上的待优化项。In this embodiment, combined with those shown in Table 3 and Table 1, the Table 3 and Table 1 correspond to each other, that is, under the same salesperson and external device, there are multiple pieces of business acceptance data, that is, multiple pieces of business acceptance data in the same business processing process For each processing business, by obtaining the interaction duration of the salesperson under each functional menu in each processing business and comparing it with the interaction duration threshold corresponding to each functional menu, and filtering out the duration data corresponding to the functional menu that exceeds the threshold, and then The function menus corresponding to the over-threshold data are obtained through cluster analysis, and these function menus are the items to be optimized in the process.

在一些实施例中，除了对功能菜单进行时长数据分析之外，还可以结合功能菜单与外接设备交互次数进行分析，当与外接设备交互次数超过阈值，也可以认为该功能菜单需要被优化。In some embodiments, in addition to analyzing the duration data of the function menu, the number of interactions between the function menu and the external device can also be analyzed. When the number of interactions with the external device exceeds a threshold, it can be considered that the function menu needs to be optimized.

可以理解的是，本实施例对功能菜单的交互时长的分析是基于对不同办理业务中同一业务员以及相同的所有外接设备情境下的分析。It can be understood that the analysis of the interaction duration of the function menu in this embodiment is based on the analysis of the same clerk and all the same external devices in different business transactions.

为更好地理解本实施例中外接设备基于偏移值确定待优化外接设备的内容，结合表1和表2所示，按照外接设备类型对表1数据进行分类，如读卡器交互时间设为类别1，打印机交互时间设为类别2等等，然后对每个类别的数据，计算平均值T，并以平均值T为中心，设置偏移区间值，如设置为-10％、-5％、5％、10％、20％等。对各类别数据计算与平均值T的偏移值P，计算得出具体偏移值，如偏移6％，则将该数据划入对应的偏移区间，对较大偏移区间内的交互时间，按照表2对应值，查询对应的设备型号和厂商，基于该方式得出的设备型号，即为需要淘汰或升级的外设设备。In order to better understand the content of the external device to be optimized based on the offset value determined by the external device in this embodiment, the data in Table 1 is classified according to the type of external device in combination with Table 1 and Table 2. For example, the interaction time of the card reader is set. For category 1, the printer interaction time is set to category 2, etc., and then for the data of each category, calculate the average value T, and set the offset interval value with the average value T as the center, such as -10%, -5 %, 5%, 10%, 20%, etc. Calculate the offset value P from the average value T for each category of data, and calculate the specific offset value. Time, according to the corresponding value in Table 2, query the corresponding device model and manufacturer, and the device model obtained based on this method is the peripheral device that needs to be eliminated or upgraded.

举例说明：由表1得出读卡器交互时间分别为第一笔业务办理时t11＝5s、第二笔业务办理时t21＝6s、第三笔业务办理时t11＝9s、第四笔业务办理时t31＝13s、第五笔业务办理时t21＝8s。计算平均交互时间T＝(5+6+9+13+8)/5＝8.2。计算各个交互时间的偏移值P，得出P1＝(t11—T)/T＝(5-8.2)/8.2＝-39％，P1＝(t21—T)/T＝(6-8.2)/8.2＝-27％,P3＝(t11—T)/T＝(9-8.2)/8.2＝9％，P4＝(t31—T)/T＝(13-8.2)/8.2＝63％，P5＝(t21—T)/T＝(8-8.2)/8.2＝-2％。根据计算得出的偏移值，将相应的偏移值划入相对应的偏移值区间，通过分析偏移值区间内的偏移值信息，对较大偏移区间内的交互时间(本实施例中是第四笔业务办理时间t31)，找出t31对应的设备号，按照表2找出设备厂商和型号，该设备型号即为需要优化的外接设备。For example: From Table 1, the interaction time of the card reader is obtained as t11=5s when the first business is processed, t21=6s when the second business is processed, t11=9s when the third business is processed, and the fourth business is processed. Time t31=13s, and t21=8s when the fifth transaction is processed. Calculate the average interaction time T=(5+6+9+13+8)/5=8.2. Calculate the offset value P of each interaction time, get P1=(t11-T)/T=(5-8.2)/8.2=-39%, P1=(t21-T)/T=(6-8.2)/ 8.2=-27%, P3=(t11-T)/T=(9-8.2)/8.2=9%, P4=(t31-T)/T=(13-8.2)/8.2=63%, P5= (t21-T)/T=(8-8.2)/8.2=-2%. According to the calculated offset value, the corresponding offset value is divided into the corresponding offset value interval. By analyzing the offset value information in the offset value interval, the interaction time in the larger offset interval (this In the embodiment, it is the fourth transaction processing time t31), find out the device number corresponding to t31, find out the device manufacturer and model according to Table 2, and the device model is the external device that needs to be optimized.

基于相同的技术构思，本公开实施例五相应还提供一种业务办理时长优化系统，如图5所示，所述系统包括分析模块51、获取模块52以及优化模块53，其中，Based on the same technical concept, Embodiment 5 of the present disclosure also provides a system for optimizing business processing duration. As shown in FIG. 5 , the system includes an analysis module 51 , an acquisition module 52 and an optimization module 53 , wherein,

分析模块51，其设置为基于业务受理流程中业务员在各功能菜单下的交互时长和/或各外接设备的交互时长，分析出所述业务受理流程的待优化项；The analysis module 51 is configured to analyze the items to be optimized in the business acceptance process based on the interaction duration of the salesperson under each function menu and/or the interaction duration of each external device in the business acceptance process;

获取模块52，其设置为基于所述业务受理流程的待优化项，获取缩短所述业务受理流程的时长优化方案；以及，an obtaining module 52, which is configured to obtain an optimization scheme for shortening the duration of the business acceptance process based on the items to be optimized in the business acceptance process; and,

优化模块53，其设置为基于所述时长优化方案改进所述业务受理流程。The optimization module 53 is configured to improve the business acceptance process based on the duration optimization scheme.

在一种实施方式中，所述系统还包括：In one embodiment, the system further includes:

存储模块，其设置为将所述业务受理流程中业务员在各功能菜单下的交互时长和/或各外接设备的交互时长存储在所述多维数据库中。在一种实施方式中，所述系统还包括：A storage module configured to store the interaction duration of the salesperson under each function menu and/or the interaction duration of each external device in the multi-dimensional database in the business acceptance process. In one embodiment, the system further includes:

第一设定模块，其设置为基于预设受理规则分别设定所述业务受理流程中业务员在各功能菜单下的交互时长阈值；a first setting module, which is configured to respectively set the interaction duration thresholds of the clerks under each function menu in the business acceptance process based on preset acceptance rules;

所述分析模块51，包括：The analysis module 51 includes:

第一获取单元，其设置为分别获取基于所述业务受理流程的各个办理业务中业务员在各功能菜单下的交互时长；a first obtaining unit, which is configured to obtain, respectively, the interaction duration of the clerk under each functional menu in each handling business based on the business acceptance process;

第一筛选单元，其设置为从所述各个办理业务中业务员在各功能菜单下的交互时长中筛选出超出对应交互时长阈值的功能菜单的交互时长；a first screening unit, which is configured to screen out the interaction duration of the function menu that exceeds the corresponding interaction duration threshold from the interaction durations of the clerks under each function menu in each handling business;

第一分析单元，其设置为对所述超出对应交互时长阈值的功能菜单的交互时长进行聚类分析，得到所述业务受理流程的待优化功能菜单作为所述业务受理流程的待优化项。在一种实施方式中，所述还包括：The first analysis unit is configured to perform cluster analysis on the interaction duration of the function menu exceeding the corresponding interaction duration threshold, and obtain the function menu to be optimized of the business acceptance process as the to-be-optimized item of the business acceptance process. In one embodiment, the further includes:

第二设定模块，其设置为设定外接设备的预设交互时长平均值，并基于所述预设交互时长平均值设定偏移区间值；a second setting module, which is configured to set an average value of a preset interaction duration of the external device, and set an offset interval value based on the average value of the preset interaction duration;

所述分析模块51，包括：The analysis module 51 includes:

第二获取单元，其设置为分别获取基于所述业务受理流程的各个办理业务中的各外接设备的交互时长；a second obtaining unit, configured to obtain the interaction duration of each external device in each handling business based on the business acceptance process;

计算单元，其设置为基于所述各个办理业务下的各外接设备的交互时长，分别计算各外接设备在各个办理业务中的交互时长平均值；a calculation unit, which is configured to calculate the average value of the interaction time of each external device in each transaction based on the interaction time of each external device under each transaction;

所述计算单元还设置为，基于各外接设备在各个办理业务中的交互时长平均值，设定若干交互时长偏移值区间，并分别计算各个办理业务下各外接设备的交互时长偏移值；The computing unit is further configured to, based on the average value of the interaction duration of each external device in each handling service, set a number of interaction duration offset value intervals, and separately calculate the interaction duration offset value of each external device under each handling service;

划分单元，其设置为将各个办理业务下各外接设备的交互时长偏移值划入对应的交互时长偏移值区间；a dividing unit, which is set to divide the interaction duration offset value of each external device under each service handling process into a corresponding interaction duration offset value interval;

第二分析单元，其设置为分析各个所述交互时长偏移区间中各外接设备的交互时长偏移值，得到所述业务受理流程的待优化外接设备作为所述业务受理流程的待优化项。The second analysis unit is configured to analyze the interaction duration offset value of each external device in each of the interaction duration offset intervals, and obtain the external device to be optimized in the service acceptance process as an item to be optimized in the service acceptance process.

基于相同的技术构思，本公开实施例五相应还提供一种终端设备，如图6所示，所述终端设备包括存储器61和处理器62，所述存储器61中存储有计算机程序，当所述处理器62运行所述存储器61存储的计算机程序时，所述处理器62执行所述的业务办理时长优化方法。Based on the same technical concept, Embodiment 5 of the present disclosure also provides a terminal device. As shown in FIG. 6 , the terminal device includes a memory 61 and a processor 62. The memory 61 stores a computer program. When the processor 62 runs the computer program stored in the memory 61, the processor 62 executes the method for optimizing the business processing time.

基于相同的技术构思，本公开实施例相应还提供一种计算机可读存储介质，其上存储有计算机程序，所述计算机程序被处理器执行时，所述处理器执行所述的业务办理时长优化方法。Based on the same technical concept, the embodiments of the present disclosure also provide a computer-readable storage medium, on which a computer program is stored, and when the computer program is executed by a processor, the processor performs the service processing time optimization method.

本领域普通技术人员可以理解，上文中所公开方法中的全部或某些步骤、系统、装置中的功能模块/单元可以被实施为软件、固件、硬件及其适当的组合。在硬件实施方式中，在以上描述中提及的功能模块/单元之间的划分不一定对应于物理组件的划分；例如，一个物理组件可以具有多个功能，或者一个功能或步骤可以由若干物理组件合作执行。某些物理组件或所有物理组件可以被实施为由处理器，如中央处理器、数字信号处理器或微处理器执行的软件，或者被实施为硬件，或者被实施为集成电路，如专用集成电路。这样的软件可以分布在计算机可读介质上，计算机可读介质可以包括计算机存储介质(或非暂时性介质)和通信介质(或暂时性介质)。如本领域普通技术人员公知的，术语计算机存储介质包括在用于存储信息(诸如计算机可读指令、数据结构、程序模块或其他数据)的任何方法或技术中实施的易失性和非易失性、可移除和不可移除介质。计算机存储介质包括但不限于RAM、ROM、EEPROM、闪存或其他存储器技术、CD-ROM、数字多功能盘(DVD)或其他光盘存储、磁盒、磁带、磁盘存储或其他磁存储装置、或者可以用于存储期望的信息并且可以被计算机访问的任何其他的介质。此外，本领域普通技术人员公知的是，通信介质通常包含计算机可读指令、数据结构、程序模块或者诸如载波或其他传输机制之类的调制数据信号中的其他数据，并且可包括任何信息递送介质。Those of ordinary skill in the art can understand that all or some of the steps in the methods disclosed above, functional modules/units in the systems, and devices can be implemented as software, firmware, hardware, and appropriate combinations thereof. In a hardware implementation, the division between functional modules/units mentioned in the above description does not necessarily correspond to the division of physical components; for example, one physical component may have multiple functions, or one function or step may be composed of several physical components Components execute cooperatively. Some or all physical components may be implemented as software executed by a processor, such as a central processing unit, digital signal processor or microprocessor, or as hardware, or as an integrated circuit, such as an application specific integrated circuit . Such software may be distributed on computer-readable media, which may include computer storage media (or non-transitory media) and communication media (or transitory media). As known to those of ordinary skill in the art, the term computer storage media includes both volatile and nonvolatile implemented in any method or technology for storage of information, such as computer readable instructions, data structures, program modules or other data flexible, removable and non-removable media. Computer storage media include, but are not limited to, RAM, ROM, EEPROM, flash memory or other memory technology, CD-ROM, digital versatile disk (DVD) or other optical disk storage, magnetic cartridges, magnetic tape, magnetic disk storage or other magnetic storage devices, or may Any other medium used to store desired information and which can be accessed by a computer. In addition, communication media typically embodies computer readable instructions, data structures, program modules, or other data in a modulated data signal such as a carrier wave or other transport mechanism, and can include any information delivery media, as is well known to those of ordinary skill in the art .

最后应说明的是：以上各实施例仅用以说明本公开的技术方案，而非对其限制；尽管参照前述各实施例对本公开进行了详细的说明，本领域的普通技术人员应当理解：其依然可以对前述各实施例所记载的技术方案进行修改，或者对其中部分或者全部技术特征进行等同替换；而这些修改或者替换，并不使相应技术方案的本质脱离本公开各实施例技术方案的范围。Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present disclosure, but not to limit them; although the present disclosure has been described in detail with reference to the foregoing embodiments, those of ordinary skill in the art should understand that: The technical solutions described in the foregoing embodiments can still be modified, or some or all of the technical features thereof can be equivalently replaced; and these modifications or replacements do not make the essence of the corresponding technical solutions deviate from the technical solutions of the embodiments of the present disclosure. scope.