TWI656485B - Case management system - Google Patents

Abstract

A case management system that provides a department head to assign and manage a service case, which includes a case system and a contracting system. The case system contains a departmental database, and the department head visits the department database to select service cases and assigns service cases to a business person based on a dispatch condition. The business personnel reads and executes the service case from the installation system, and after uploading, uploads a signal detection value to the installation system, and the department head visits the installation system to determine whether the service case is closed according to the signal detection value. Compared with the prior art, the case management system of the present invention intelligently recommends the case dispatching personnel, and determines whether to close the service case according to the signal detection value after the completion of the business personnel, thereby effectively improving the service quality and the case management efficiency.

Description

Case management system

The present invention relates to a case management system and, in particular, to a case management system for automatically recommending case assignments and managing case closures.

The rapid development of world communication and information technology will trigger the transformation of the entire TV broadcasting industry chain. Digital TV is a key link in this transformation. With the comprehensive digitalization of TV broadcasting, traditional TV media will gradually integrate technology and functions with other means in the field of information and communication to form a new and huge digital TV industry. This emerging industry has attracted wide attention. The developed countries have separately formulated their plans and industrial targets for the transition from analog TV to digital TV according to their national conditions. Digital TV is regarded by countries as a strategic technology in the new century. Digital TV has become another hot spot after telecommunications detonated IT.

Digital TV is a new generation TV that uses digital encoding and digital transmission technology from TV program recording and broadcasting to transmission and reception. It has many advantages, such as: two-way interactive services, strong anti-interference ability, high frequency resource utilization, etc. It can provide high-quality TV images and more video services (such as interactive TV, remote education, conference TV, TV business, video on demand, etc.).

In order to receive digital signals, a typical analog TV screen needs to be decoded by a digital set-top box. In Taiwan, it is common practice for customers to apply for a digital set-top box after the application is made by the customer, and the operator will make an appointment with the customer to dispatch the personnel to the time. Specify the location for the installation of the set-top box.

However, with the popularity of digital TV, there are more and more cases for applying for or installing TV sets. How to effectively manage the efficiency of cases has become an important issue for the industry.

In view of this, the present invention provides a case management system, which provides a departmental supervisory control and distribution of a service case and a status of a service case, which includes: a case system including a departmental database, a departmental database pre-stored service case, Among them, the department head visits the department database and assigns the service case to a business person according to a dispatch condition; and an appointment system is connected to the case system, wherein when the business person completes the service case, it is related to the service case. A signal detection value, and the signal detection value is uploaded to the installation system, the department head accesses the installation system and determines the status of the service case based on the signal detection value. The loading system further includes a personal database, the department head dispatches the service case to the personal database, and the business personnel access the personal database to view the dispatched service case.

In practical applications, the loading system generates a recommended dispatch message according to the dispatch condition, and sends the recommended dispatch message to the case system. The dispatch condition can be a business person case amount, a business person attendance status, a business person performance achievement rate, and a business One of the service personnel areas or a combination thereof.

In a specific embodiment, the signal detection value includes a first signal detection value, and the case management system further includes a detection instrument disposed in the service personnel, wherein when the service personnel complete the service case, the system is installed by the service personnel. The detecting instrument receives the first signal detection value, and when the first signal detection value reaches a standard range, the state of the service case is set to a settlement state.

In a specific embodiment, the signal detection value includes a second signal detection value, and the service case is installation and maintenance of a television set box, wherein when the business personnel completes the installation and maintenance of the television upper box, the installation The system receives the second signal detection value from the set-top box of the television, and when the second signal detection value reaches a standard range, the state of the service case is set to a settlement state.

In another embodiment, the signal detection value further includes a first signal detection value and a second signal detection value, and the case system further includes a detection instrument configured for one of the business personnel, and the service case is a television set. Installation and maintenance of the upper box. After the business personnel complete the service case, the business personnel use the detection instrument to measure the first signal detection value of the box on the TV and upload the installation system, and the television box self-measures the second signal detection value and uploads the installation system. Wherein, when an error value between the first signal detection value and the second signal detection value is less than an allowable error value, the state of the service case is set to a settlement state, or when the first signal detection value and the second signal detection are When the values reach a standard range, the status of the service case is set to a closed status.

The case management system of the present invention further includes a business operation system connected to In the case system, the business operation system provides input and service data, and establishes a service case containing the service data based on the service data, and then dispatches the service case to the department database of the case system. In practical applications, the case management system of the present invention further includes a case control module connected to the case system for controlling all service cases established by the business operation system 10, wherein the case control module is The dynamic form of the form presents a message related to one of the service cases, the related message including a case number, the service information, a dispatch department, a dispatcher, and the status of the service case.

Compared with the prior art, the case management system of the present invention provides the distribution and status of the department in charge of the control service case, and the department head selects the service case from the department database and selects the dispatched business personnel according to the recommended dispatch information automatically generated by the system. After the business personnel complete the service case, the signal detection value is uploaded to the installation system, and the department head examines the signal detection value through the installation system to determine whether to close the service case. The case management system of the present invention distributes cases and manages settlements in a semi-automatic manner, effectively improving service quality and case management efficiency.

1‧‧‧ Case Management System

10‧‧‧Business Operations System

20‧‧‧ case system

22 (A), 22 (B), 22 (C) ‧ ‧ departmental database

24, 34‧‧‧ User Authentication Module

26‧‧‧Setting module

30‧‧‧About the system

32‧‧‧Personal database

40‧‧‧Testing instruments

50‧‧‧TV box

60‧‧‧ Case Control Module

70‧‧‧Stock Module

80‧‧‧Server Management System

90‧‧‧Central Server

C1‧‧‧Cal.

T1‧‧‧Detection message

S1‧‧‧ first signal detection value

S2‧‧‧second signal detection value

1 is a functional block diagram of a case system of a specific embodiment of the case management system of the present invention.

2 is a functional block diagram of an installation system of a specific embodiment of the case management system of the present invention.

3 is a detection of a specific embodiment of the case management system of the present invention Instrument function block diagram.

4 is a block diagram of a signal detection function of another embodiment of the case management system of the present invention.

FIG. 5 is a schematic diagram of signal detection according to another embodiment of the case management system of the present invention.

6 is a functional block diagram of a case control module of a specific embodiment of the case management system of the present invention.

7 is a functional block diagram of an inventory module of a specific embodiment of the case management system of the present invention.

FIG. 8 is a functional block diagram of a server management system according to a specific embodiment of the case management system of the present invention.

The spirit and features of the present invention will be more readily and clearly understood, and will be described and discussed in detail in the Detailed Description. It is noted that the specific embodiments are merely representative embodiments of the present invention, and the specific methods, devices, and the like are not intended to limit the invention or the corresponding embodiments. Moreover, the devices in the figures are only used to express their relative positions and are not drawn in their actual proportions.

Please refer to FIG. 1. FIG. 1 is a functional block diagram of a case system according to a specific embodiment of the case management system of the present invention. In a specific embodiment, the case of the present invention The system includes a business operations system 10 and a case system 20, wherein the case system 20 in turn includes a plurality of departmental databases 22 (A), 22 (B), 22 (C). When a customer service personnel receives a call from a customer, the customer service information is recorded according to the communication content, wherein the service data includes the customer name, the customer address, the customer demand service content, and the service time desired by the customer. Then, the customer service personnel input the service data into the business operation system 10, and the business operation system 10 automatically establishes a service case based on the service data, wherein the service case includes the service data and a case number, and the business operation system 10 is based on the input service data. Different, and generate different types of case numbers. For example, if the service information shows that the service content is a new customer's application for the TV box, the case number is N, and if the service information display service content is the old customer service TV box, the case number is At the beginning of P, the form of the case number can be defined by the user, and the present invention is not limited thereto. In practical applications, the service distribution platform 10 can also connect to the company's webpage repair system through the Internet to receive service data input by the customer to establish a service case.

Referring to FIG. 1 again, the business operation system 10 is connected to the case system 20, and the connection mode thereof may be any connection mode such as an internal network connection, a regional network connection, or an Internet connection. The business operation system 10 dispatches the service case to at least one department database of the case system 20 according to the service data of the service case, wherein the department database 22(A), 22(B) and 22(C) can respectively represent different departments. The database, for example, the department database 22 (A) is the maintenance department database, the department database 22 (B) is the information department database, the department database 22 (C) is the administrative department database, and the business operation system 10 is based on The customer demand service content of the service data determines which department database the service case is assigned to.

A department head of each of the foregoing departments uses an electronic device to connect to the case system 20 via the Internet, and views the departmental databases 22(A), 22(B), 22(C) of the jurisdiction according to the authority, for example, The maintenance department supervisor has the authority to view the maintenance department database 22 (A). The departmental databases 22(A), 22(B), and 22(C) present the pending service cases in a list. The department heads select the service cases to view the detailed service information of the service cases, and select the service cases to serve the cases. A business or technical staff assigned to the department. If, after inspection by the department head, it is found that the service case does not belong to the business scope of the department, the department head may return the service case to the business operation system 10, and after the business operation system 10 receives the returned service case, it re-based the service content. Assigned to the second relevant departmental database. In practical applications, the case system 20 further includes a user authentication module 24, and the department head can authenticate the user identity to enter the case system 20 by means of account password, fingerprint identification, voice recognition, iris recognition, and mobile phone authentication. In practical application, the case system 20 may include a setting module 26 for setting user rights, and the department head can only view the department database of the department according to the set authority to protect the privacy of the customer data.

Please refer to FIG. 2. FIG. 2 is a functional block diagram of an installation system according to a specific embodiment of the case management system of the present invention. In another embodiment, the case management system 1 of the present invention includes an add-on system 30 that is coupled to the case system 20 and that includes a personal database 32 of a plurality of business personnel. The case system 20 of the present embodiment has been introduced in the previous paragraph, and the description is not described in detail herein. When the department head assigns a service case to the business person, the case system 20 transmits the service case to the personal data bank 32 of the assigned business person in the contractor system 30. Business personnel must be connected to the Internet via an electronic device to The system 30 is installed and the personal database 32 is logged into the service case to which it is assigned. In practical applications, the loading system 30 further includes a user authentication module 34. The business personnel can authenticate the user identity to log into the personal data database 32 by means of account password, fingerprint identification, voice recognition, iris recognition, and mobile phone authentication. In practical applications, in addition to being able to log into the case system 20, the department head can also log in to the appending system 30 through the user authentication module 34 to view the personal database 32 of the business personnel to view the progress of each service case.

In a specific embodiment, the department head assigns a service case to the business personnel according to a dispatch condition. The loading system 30 obtains relevant information of the dispatching conditions through the personal database 32 of the business personnel, wherein the dispatching conditions include the current number of cases sent by each business person, the business personnel's sunrise status, the business personnel achievement achievement rate, and the business personnel's responsibility. The service area and the business personnel service case history record and other related information, and generate a recommended distribution message according to a single distribution condition or a plurality of distribution conditions; and when the department head wants to allocate a service case, the loading system 30 sends a recommendation distribution message to Case system 20. In a specific embodiment, the dispatch condition is the number of cases assigned by the business personnel. When the department head wants to dispatch the case, the loading system 30 sends a recommendation dispatch message to the case system 20, wherein the recommended dispatch message includes the business personnel in the department. The number of assigned cases is ranked to provide a reference for department heads. In another embodiment, the loading system 30 can know the location of each business person through the personal mobility device of the business person, and generate a recommendation distribution message according to the location of the business person and the customer address of the service data. In another embodiment, the loading system 30 can generate a recommendation dispatch based on a service case history record of the service personnel's personal database 32 and the customer address of the service data and the service content. The message, for example, the service system 30 knows that the service personnel A went to the customer B home to install the TV set box one month ago according to the service case history record, the service content, and the customer address, and the service content of the service case is the customer. When the TV set in the B home is repaired, the installation system 30 will preferentially recommend the business person A to undertake the service case.

Please refer to FIG. 3. FIG. 3 is a functional block diagram of a detecting instrument according to a specific embodiment of the case management system of the present invention. In one embodiment, the business personnel connect to the installation system 30 via the electronic device, select a service case and visit the customer based on the service data, wherein the service case includes maintenance, installation, and troubleshooting associated with the television set 50. In a specific embodiment, the service case is a maintenance case of the box 50 on the television set, and the business personnel contact the customer to stipulate the repair time, and go to the customer location at the appointed time to perform the repair of the box 50 on the television. When the repair is completed, the business personnel uses a detecting device 40 to perform a field test on the site environment and generate a first signal detection value S1. The detecting device 40 is a signal detecting instrument, such as a Trilithic 860 DSP or a Trilithic 1 GDPS, but is not limited thereto. And using the detecting instrument 40 or the electronic device to transmit a completion report to the loading system 30, wherein the completion report includes the first signal detection value S1, the completion time, the business person signature, and the customer signature. The department head accesses the loading system 30 through the electronic device and checks the completion report. If the first signal detection value S1 of the completion report reaches a standard range, the department head determines the case of the service through the contracting system 30, and sends a settlement. Message C1 to case system 20. On the other hand, if the first signal detection value S1 of the completion report does not reach a standard range, the department head resends the service case to the business person through the contracting system 30. In practical applications, the first signal detection value S1 includes a signal noise ratio. (Signal-to-noise ratio, SNR) and a signal level (Power Level), and the standard range is defined by the user according to the needs.

Please refer to FIG. 4 and FIG. 5. FIG. 4 is a block diagram of a signal detecting function according to another embodiment of the case management system 1 of the present invention. FIG. 5 is a schematic diagram of signal detection according to another embodiment of the case management system 1 of the present invention. In another embodiment, the set-top box 50 further includes a signal detecting module 52. The signal detecting module 52 is connected to the loading and receiving system 30 through the upper box 50 of the television set, and is used for detecting the upper box 50 of the television. One of the second signals detects the value S2. After the service personnel process the completion of the service case, that is, after the completion report is sent, the installation system 30 sends a detection message T1 to the signal detection module 52 of the repaired or installed television set box 50, and the remote command signal detection module 52 performs signal detection, and generates a second signal detection value S2, and then returns to the loading system 30. The department head accesses the loading system 30 through the electronic device, and compares the first signal detection value S1 of the completion report with the 50 sets of the television set. The second signal detection value S2 is transmitted. If the error value of one of the first signal detection value S1 and the second signal detection value S2 is less than an allowable error value, the department head determines the settlement of the service case through the loading system 30, and A settlement message C1 is sent to the case system 20. On the other hand, if the error value of the first signal detection value S1 and the second signal detection value S2 is greater than the tolerance value, the department head may re-send the service case to the service personnel through the loading system 30. In practical applications, the first signal detection value S1 and the second signal detection value S2 include a signal-to-noise ratio (SNR) and a signal level (Power Level), and the tolerance value is determined by the user according to the requirements. Define it yourself. In practical applications, the installed system 30 automatically compares the error ratios of the first signal detection value S1 and the second signal detection value S2 without the department The supervisor personally calculates.

In another embodiment, if the ratio between the error value between the first signal detection value S1 and the second signal detection value S2 and the second signal detection value S2 is within a tolerance ratio range, for example, the foregoing error value and the When the ratio of the second signal detection value S2 is between 0% and 15%, the department head determines the settlement of the service case through the loading system 30, and sends a settlement message C1 to the case system 20. On the other hand, if the ratio between the error value between the first signal detection value S1 and the second signal detection value S2 and the second signal detection value S2 is greater than a tolerance ratio range, for example, the foregoing error value and the second signal detection value S2 When the ratio is greater than 15%, the department head may re-send the service case to the business person through the contractor system 30, wherein the calculation method of the ratio includes: (the first signal detection value S1 - the second signal detection value S2) The second signal detection value S2, and (the first signal detection value S1 - the second signal detection value S2) are divided by the first signal detection value S1.

In practical applications, the relative relationship between the first signal detection value S1 and the second signal detection value S2 can be defined by the user, and is not limited to the above embodiment. For example, the user can define only the second signal detection value S2 as the standard. When the second signal detection value S2 reaches the standard range, the service case is determined to be closed; for example, the user can define the first signal detection value S1 as The second signal detection value S2 is supplemented. If the error exceeds the tolerance, the remote detection or the dispatcher detects whether the signal detection module 52 of the upper box 50 of the television is faulty; for example, the user can define the first Both the signal detection value S1 and the second signal detection value S2 must reach the standard range before the service case is closed.

Please refer to FIG. 6, which is a specific example of the case management system 1 of the present invention. Functional block diagram of the case control module of the embodiment. In a specific embodiment, the case system 20 is coupled to a case control module 60 for controlling all service cases established by the business operation system 10, wherein the case control module is presented in a dynamic form. Information about one of all service cases, including the case number, service information, dispatch department, dispatched personnel, and case status. In practical application, the service case is a TV box application service, the business personnel visit the customer according to the service information, and after completing the installation of the TV set at the customer location, the case system 20 is connected through the electronic device, and the case system is 20. An authorization request is filed, wherein the authorization request includes a case number of the service case. After receiving the authorization request, the case system 20 requests the case control module 60 to access the case status of the service case through the case number of the authorization request. If the case status indicates that the customer has paid the fee, the consent request is authorized and the viewing of at least one channel is opened. Authorization. In practical application, when the case system 20 receives the closing message sent by the loading module 30, the case control case 60 displays the case status of the service case as the settlement.

Please refer to FIG. 7. FIG. 7 is a functional block diagram of an inventory module according to a specific embodiment of the case management system 1 of the present invention. In one embodiment, the case system 20 is coupled to an inventory module 70 for controlling the inventory quantity and status of the box on the television. The inventory module 70 displays the three categories of the inventory quantity, the extracted quantity, and the number of clients on the television set in a list or a graphic manner, and can further view the detailed status of the television set box included in each category, for example, television. The set-top box has a unique device identification code, and the selected inventory quantity can be used to view the exclusive device identification code of each inventory on the television set; the selected number can be selected to view the extracted personnel of each extracted television set box, and; end The number can be found in the location of the box on the TV of each client. When the business person wants to extract the set-top box of the television set, it must be based on the service case existing in the personal data library 32 (not shown in FIG. 7 for simplifying the drawing) included in the loading system 30. The inventory module of the case system 20 makes an application and is deducted from the inventory quantity in the inventory module when the application is approved. Among them, the number of boxes that can be extracted for each service case can be defined by the user. For example, up to 3 sets of TV sets can be extracted for each service case, and the application or replacement can be completed within 3 days, otherwise it must be returned. .

Please refer to FIG. 8. FIG. 8 is a functional block diagram of a server management system according to an embodiment of the case management system 1 of the present invention. In one embodiment, the business operations system 10 is coupled to a server management system 80 for monitoring a central server 90. The central server 90 is responsible for the network operation function of the entire case management system 1. If the central server 90 is stopped, the entire case sharing platform 1 cannot be used normally, which has a great influence. The server management system 80 monitors the status of the central server 90, including monitoring the temperature, operational status, and error reporting of the central server 90. When the server management system 80 monitors that the central server 90 is abnormal, an abnormal signal is sent to the business operation system 10, wherein the abnormal signal includes an abnormal time, an abnormal state, and an urgency. After receiving the abnormal signal, the business operation system 10 establishes a service case according to the abnormal state, and sets the established service case as ordinary, urgent, and super urgent according to the urgency. When the case system 20 receives the service case transmitted by the business operation system 10, the corresponding response is made according to the urgency of the service case. For example, when the super urgent item is received, the short message is automatically sent to notify the responsible department head. In a specific embodiment, the central server 90 is composed of a plurality of servers. When one of the servers A stops operating due to the crash, the workload is temporarily shared by the alternate server or other server, and the server management system 80 detects the abnormal signal that the server A stops running, and transmits the abnormal signal. To the business operation system 10, after the business operation system 10 establishes a service case, the responsible department reports the processing to the department, and repairs the server A at the first time, so that the central server 90 completes the repair without interrupting the operation.

The "electronic device" mentioned in the above embodiments includes any electronic device having a function of connecting to the Internet, and includes a smart phone, a computer, a notebook computer, a smart tablet, and the like, which are not limited herein. And the corresponding device is also included in the electronic device, and communicates with the case management system 1 of the present invention. The application program can display the service case on the display screen of the electronic device actively or passively when receiving the service case. The application of the various embodiments described above can be implemented by the application operating, uploading, and downloading the relevant information of the case management system 1.

Compared with the prior art, the case management system of the present invention provides the distribution and status of the department in charge of the control service case, and the department head selects the service case from the department database and selects the dispatched business personnel according to the recommended dispatch information automatically generated by the system. After the business personnel complete the service case, the signal detection value is uploaded to the installation system, and the department head examines the signal detection value through the installation system to determine whether to close the service case. The case management system of the present invention distributes cases and manages settlements in a semi-automatic manner, and retains the authority to make decisions in an automated system, which not only ensures the quality of the service but also increases the efficiency of case management.

With the detailed description of the above preferred embodiments, it is hoped that the description will be more clearly described. The scope and spirit of the present invention is not limited by the preferred embodiments disclosed herein. On the contrary, the intention is to cover various modifications and equivalents within the scope of the invention as claimed. Therefore, the scope of the patented scope of the invention should be construed in the broadest

Claims (9)

A case management system providing a department in charge of controlling a service case and a status of the service case, comprising: a case system comprising a departmental database, the department database pre-storing the service case, wherein the department The supervisor visits the department database and assigns the service case to a business person according to a dispatch condition; and an appointment system that is connected to the case system, wherein when the business person completes the service case, the service case is generated Correlating a signal detection value, and the signal detection value is uploaded to the loading system, the department supervisor accesses the loading system, and determines the state of the service case according to the signal detection value; wherein the signal detection value includes a second signal detection value, and the service case is the installation and maintenance of a television set box. After the business personnel completes the installation and maintenance of the television upper box, the loading system receives the same from the television set box. The second signal detection value, and when the second signal detection value reaches a standard range, the state of the service case is set It is a closed state. The case management system of claim 1, wherein the loading system generates a recommended dispatch message according to the dispatch condition, and sends the recommended dispatch message to the case system. For example, the case management system described in claim 2, wherein the dispatch condition may be one of a business person's case amount, a business person's attendance status, a business person's performance achievement rate, and one of the business personnel service areas or combination. The case management system of claim 1, wherein the signal detection value includes a first signal detection value, and the case management system further includes a detection instrument disposed on the a service personnel, wherein, after the service personnel completes the service case, the loading system receives the first signal detection value from the detecting instrument of the business personnel, and when the first signal detection value reaches a standard range, Then the status of the service case is set to a closed status. The case management system of claim 1, wherein the signal detection value further comprises a first signal detection value, and the case system further comprises a detection instrument configured by the service personnel, when the service personnel completes After the service case, the business personnel uses the detecting instrument to measure the first signal detection value and upload the loading system, and the television set box measures the second signal detection value and uploads the loading system, wherein If the error value between the first signal detection value and the second signal detection value is less than an allowable error value, the state of the service case is set to a settlement state. The case management system of claim 1, wherein the signal detection value further comprises a first signal detection value, and the case system further comprises a detection instrument configured by the service personnel, when the service personnel completes After the service case, the business personnel uses the detecting instrument to measure the first signal detection value and upload the loading system, and the television set box measures the second signal detection value and uploads the loading system, wherein When the first signal detection value and the second signal detection value both reach a standard range, the state of the service case is set to a settlement state. The case management system of claim 1, wherein the loading system further comprises a person database, the department head assigns the service case to the personal database, and the business personnel access the personal database to view the Distribute the service case. For example, the case management system described in claim 1 includes a business operation system connected to the case system, the business operation system providing input service information, and according to the service The service data establishes the service case containing the service information, and then dispatches the service case to the department database of the case system. For example, the case management system described in claim 8 includes a case control module connected to the case system for controlling all the service cases established by the business operation system, wherein the case The control module presents a related information of the service case in a dynamic form, the related information including a case number, the service data, a dispatch department, a dispatcher, and the status of the service case.