JP2014096695A - Call center server, call center system, control method of call center server, and call center server program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a call center server capable of performing the sufficient function of presenting accumulated call information to an operator.SOLUTION: History data on outgoing and incoming calls associated with an operator is stored. When an accumulated call is generated, the history data is retrieved on the basis of incoming call information, and it is determined whether or not the operator in charge can be identified. When the operator in charge can be identified, the accumulated call is set in association with the operator. When the operator in charge cannot be identified, the accumulated call is set in association with a group, and the accumulated call information is managed. Thus, the accumulated call information on an operator-to-operator basis can also be presented to the operator.

Description

  The present invention relates to a call center server, a call center system, a call center server control method, and a call center server program, and can be applied to, for example, an IP call center system that provides a call center service to an IP (Internet Protocol) telephone (including a soft phone). It is.

  A limited number of operators are available at the call center, and depending on the call center status at that time, it may not be possible to respond immediately to an incoming call, resulting in an overdue call, and the number of overdue calls reflects the current call center status. It is an indicator. Here, as a call center, there is a call center that distributes incoming calls without distinguishing any operators, and operators are grouped according to service types, and according to the service types desired by customers, groups related to the service types are grouped. There is also a call center that distributes to the operators inside.

  The technology described in Patent Document 1 is a technology that provides information to a switchboard accommodated in a switchboard, and monitors the congestion status of incoming calls for each group (expressed as incoming calls in Patent Document 1). This is a technique for displaying the ratio of the number of overdue calls to the monitored number of overdue calls or the maximum allowable number of waiting calls on the switchboard.

  Patent Document 2 describes a supervisor business support method in a call center system. Specifically, the current response status in the entire call center is compared with the target value set in advance for the response status to incoming calls (incoming calls, etc.), and the current response status shows the target value. Patent Document 2 describes that when it is lower, the instruction information for shortening the interval corresponding to the incoming call is notified to the corresponding operator terminal.

  The technologies described in Patent Document 1 and Patent Document 2 described above have a common point of displaying an incoming call congestion state for each group or for the entire center. The operator who visually recognizes the display of the arrival / delay state will speed up the response time for each call when the number of overloaded calls is large.

JP-A-5-122378 JP2006-230022

  However, the above call center system displays the number of overdue calls without distinguishing between operators of the entire call center or operators belonging to the same group, so that the function for displaying overdue calls does not work sufficiently. Also occurred. For example, some incoming calls are required to be distributed to a specific operator. If such incoming calls are counted as the number of overdue calls, the number of overdue calls is one. Even so, it is preferable that the specific operator finish service for the currently handled call early, and other operators in the group do not need to react to the displayed number of overdue calls.

  The present invention has been made in consideration of the above points, and is intended to provide a call center system, a call center server, and a call center server program capable of sufficiently functioning presentation of overdue call information to an operator. is there.

  According to a first aspect of the present invention, in a call center server connected to a plurality of operator terminals, (1) overloaded call status monitoring means for monitoring the status of occurrence or disappearance of overdue calls, and (2) for each overdue call A first management information storage means for managing primary overdue call information that describes at least incoming information and a charge identifier associated with the person in charge to which the group or operator corresponds; and (3) relating to each operator Outgoing / incoming history storage means for storing outgoing / incoming history data; and (4) when a new overdue call occurs, the stored contents of the outgoing / incoming history storage means are retrieved based on the incoming call information. If there is history information corresponding to one of the operators, the first overdue call information in which the identifier of the operator is described in the assigned identifier is added to the first management information storage means, and the corresponding history information is retrieved. From If this is not possible, the overdue call information management means for adding the primary overdue call information in which the identifier of the group previously associated with the incoming call information is described in the assigned identifier to the first management information storage means; (5 ) When there is a request for acquisition of overdue call information specifying an operator by an identifier from any operator terminal, the overdue call information for presentation related to the specified operator is formed and notified to a predetermined operator terminal And a late call information notification means.

  According to a second aspect of the present invention, there is provided a call center server control method for a call center server connected to a plurality of operator terminals, the call center server comprising: a stuck call status monitoring means; a first management information storage means; (1) The overdue call status monitoring means for monitoring the status of occurrence or disappearance of overdue calls, comprising: means, overdue call information management means, and overdue call information notification means. (1) a primary product in which the first management information storage means at least describes incoming information and a charge identifier associated with a person in charge corresponding to a group or operator for each overdue call A first management information storage step for managing the delayed call information, and (3) the outgoing / incoming history storing unit for storing outgoing / incoming history data relating to each operator. ) When the overdue call information management unit newly generates a overdue call, the stored information in the outgoing / incoming history storage unit is searched based on the incoming call information, and the history information corresponding to one of the operators In the case where there is, the primary overdue call information in which the operator's identifier is described in the assigned identifier is added to the first management information storage means. (1) the overdue call information management step for adding the first overdue call information in which the identifier of the group associated in advance is described in the assigned identifier to the first management information storage unit; When there is a request for acquisition of overdue call information specifying an operator by an identifier from any operator terminal, the notifying unit forms overdue call information for presentation related to the specified operator and performs a predetermined operation. It characterized by having a product Todokoko information notification step of notifying the over data terminal.

  According to a third aspect of the present invention, in a call center system in which a call center server and a plurality of operator terminals are connected, the call center server according to the first aspect of the present invention is applied as the call center server.

  A call center server program according to a fourth aspect of the present invention provides a computer installed in a call center server connected to a plurality of operator terminals, (1) overdue call state monitoring means for monitoring the state of occurrence or disappearance of overdue calls; (2) First management information storage means for managing primary overdue call information that describes at least incoming information and a charge identifier associated with a person in charge corresponding to a group or operator for each overdue call And (3) outgoing / incoming history storage means for storing outgoing / incoming history data relating to each operator, and (4) when a new overdue call occurs, the outgoing / incoming call is based on the incoming information. When the stored contents of the history storage means are searched and there is history information corresponding to one of the operators, the primary overdue call information in which the identifier of the operator is described in the assigned identifier is used as the first management information. When it is added to the storage means and the corresponding history information cannot be found by the search, the primary overdue call information in which the identifier of the group previously associated with the incoming information is described in the assigned identifier is stored in the first management information. And (5) a product for presentation related to the specified operator when there is a request for acquisition of overdue call information specifying the operator by an identifier from any operator terminal. It is characterized by functioning as overdue call information notifying means for forming overdue information and notifying a predetermined operator terminal.

  According to the present invention, the overdue call information in units of operators, not in units of groups, can be presented to the operator, so that the function of presenting overdue call information can be fully exhibited.

It is a block diagram which shows the structure of the IP call center system of embodiment. It is a block diagram which shows the functional structure of the call center server in the IP call center system of embodiment. It is explanatory drawing which shows the structural example of the overdue call primary management table in the call center server of embodiment. It is explanatory drawing which shows the structural example of the overdue call secondary management table in the call center server of embodiment. It is a block diagram which shows the functional structure of the operator terminal in the IP call center system of embodiment. 5 is a flowchart (part 1) illustrating a collection management operation of a stuck call situation executed by a call center server in the IP call center system of the embodiment. 6 is a flowchart (part 2) illustrating a collection management operation of a stuck call situation executed by a call center server in the IP call center system of the embodiment. It is a sequence diagram which shows the operation | movement which the operator terminal in the IP call center system of embodiment acquires and displays a stuck call condition from a call center server. It is explanatory drawing which shows the example of a screen display of the overdue call information in the operator terminal of the IP call center system of embodiment.

(A) Main Embodiments Hereinafter, an embodiment of a call center server, a call center system, a call center server control method, and a call center server program according to the present invention will be described in detail with reference to the drawings. Here, the call center system of the embodiment is an IP call center system.

(A-1) Configuration of Embodiment FIG. 1 is a block diagram illustrating a configuration of an IP call center system according to an embodiment.

  The IP call center system 100 of the embodiment is one in which a customer's telephone (IP telephone) 102 can be accessed via a public network (IP network) 101. The IP call center system 100 includes a call center server 1, a plurality of operator terminals 2-1 to 2-N, and a gateway device (referred to as “GW” in FIG. 1) that are connected to each other via a LAN (center network) 4. Have 3).

  As is well known, the gateway device 3 connects an internal device of the IP call center system 100 to the public network 101.

  FIG. 2 is a block diagram showing a functional configuration related to the overdue call function of the call center server 1. The call center server 1 can be functionally represented in FIG. 2 even when the call center server 1 is configured mainly with a CPU and a program (call center server program) executed by the CPU.

  In FIG. 2, the call center server 1 includes a communication control unit 10, an incoming call distribution processing unit 11, an overdue call status monitoring unit 12, an overdue call information management unit 13, an overdue call information search unit 14, an overdue call secondary The management table update unit 15, the overdue call information notification unit 16, the overdue call primary management table 17, the overdue call secondary management table 18, and the data storage unit 19 are provided. The data storage unit 19 includes a temporary information storage unit 19a, an outgoing / incoming call history data storage unit 19b, a call center data storage unit 19c, and the like, which store temporary information, outgoing / incoming call history data, and call center data, respectively. Hereinafter, the code “19b” is also used for outgoing / incoming call history data, and the code “19c” is also used for call center data.

  The communication control unit 10 performs call control such as incoming call, outgoing call, and disconnection, and notifies the incoming call distribution processing unit 11 of incoming calls from the customer telephone 102.

  The incoming call distribution processing unit 11 distributes incoming calls from the customer telephone 102 to an operator group or a specific operator. The incoming call distribution processing unit 11 may be the same as the existing one, and may include, for example, an automatic voice response (IVR) function or an automatic incoming call distribution (ACD) function. An incoming call waiting for an incoming call that cannot be handled by the distribution destination group determined by the incoming call distribution processing unit 11, or an incoming call that cannot be handled by the operator (operator terminal) of the distribution destination determined by the incoming call distribution processing unit 11 The waiting incoming call becomes a “paused call”.

  The overdue call state monitoring unit 12 monitors the occurrence state of overdue calls that are waiting for an incoming call, and notifies the overdue call information management unit 13 of the information.

  The overdue call information management unit 13 reflects the overdue call status in the overdue call primary management table 17 and adds, deletes, updates, etc. data to the overdue call status management table 17 according to the overdue call occurrence status The process is performed.

  The overdue call information search unit 14 acquires the group identifier of the group to which the operator belongs from the call center data 19c based on the operator identifier, or based on the operator identifier, the group identifier, etc. 18 (and overdue call primary management table 17) is acquired.

  The overdue call secondary management table update unit 15 updates the overdue call secondary management table 18 based on the description information of the overdue call primary management table 17.

  The overdue call information notifying unit 16 receives a charge of the overdue call status from the operator terminal 2 (2-1 to 2-N) and transmits the overdue call information to the operator terminal 2.

  The overdue call primary management table 17 is a storage unit for managing the overdue call status information directly (primarily) obtained from the received call information by the overdue call status monitoring unit 12. Table 18 is a storage unit for managing (secondary) overloaded call status information obtained by organizing the management information in the overloaded call primary management table 17.

  FIG. 3 is an explanatory diagram showing a configuration example of the overdue call primary management table 17, and FIG. 4 is an explanatory diagram showing a configuration example of the overdue call secondary management table 18.

  Each row (record) of the overdue call primary management table 17 includes an incoming call number, a responsible identifier, and a responsible attribute.

  The incoming call number is an incoming telephone number related to a stuck call. In the case of the IP call center system 100 of the embodiment, there are a plurality of telephone numbers (in other words, telephone numbers for providing services) with which the call center server 1 can establish a call, and a telephone number that can distinguish the unit of counting overdue calls. Is described. In the case of having an automatic voice response (IVR) function, in addition to the incoming call number, a predetermined number of ten key numbers pressed by the customer may be included in the incoming call number column.

  In this embodiment, a responsible group is determined for each telephone number with which the call center server 1 can establish a call, and the identifier of the responsible group corresponding to the incoming number is basically described in the responsible identifier column. Is done. However, if the incoming call number is described in the latest outgoing / incoming call history, it is assumed that the incoming call of this overdue call was called from the customer to the operator described in the latest outgoing / incoming call history However, in the exceptional identifier column, the identifier of the speculated specific operator is exceptionally described. In other words, even if the same incoming call number is described in the incoming call number field, a group identifier may be described in the assigned identifier field or an operator identifier may be described depending on the outgoing / incoming call history. Sometimes.

  In the assigned attribute column, whether the identifier described in the assigned identifier column is a group identifier or an operator identifier is described. In other words, it is described whether the charge for the overdue call is a group (any operator belonging to) or a specific operator.

  The overdue call on the first line in FIG. 3 has an incoming number of “031111xyz1” (xyz represents an arbitrary number), a responsible identifier of “Group01”, and a responsible attribute of “group”. This overdue call corresponds to an operator belonging to the group having the identifier “Group01”. The overdue call on the second line has an incoming number of “031111xyz2”, a responsible identifier of “Group02”, and a responsible attribute of “group”. This overdue call corresponds to an operator belonging to the group having the identifier “Group 02”. The overdue call on the third line has an incoming call number “031111xyz3”, a charge identifier “Ope01”, and a charge attribute “operator”. This overdue call corresponds to an operator (specific operator) whose identifier is “Ope01”.

  The overdue call primary management table 17 may be divided into two, ie, a first management table for which the assigned attribute is group and a second management table for which the assigned attribute is operator. In such a case, the attribute column is not necessary in each management table. Similarly, the overdue call secondary management table 18 to be described later may be divided into two and managed.

  As shown in FIG. 4, each row (record) of the overdue call secondary management table 18 includes a charge identifier, the number of overdue calls, and a charge attribute, and the information in the overdue call primary management table 17 is organized. Information is described in each column.

  The assigned identifier and assigned attribute are the same as those in the overdue call primary management table 17. However, in the overdue call primary management table 17, a plurality of the same assigned identifiers (and sets of assigned attributes) may occur. However, in the overdue call secondary management table 18, the same identifier row is displayed in the assigned identifier column. There will never be more than one. In the column of the number of overdue calls, the number of rows having the same assigned identifier (and set of assigned attributes) in the overdue call primary management table 17 is described.

  In the example of the overloaded call secondary management table 18 shown in FIG. 4, eight (8 lines) overloaded calls are described in the overloaded call primary management table 17, and four of the eight have an identifier of “Group01”. 1 out of 8 is in charge of the group whose identifier is “Group 02”, and 1 out of 8 is in charge of the specific operator whose identifier is “Ope01”. Yes, 2 out of 8 are examples where the specific operator whose identifier is “Ope02” is in charge.

  When there are a plurality of telephone numbers to be processed by the call center in the same group, even if the incoming numbers are different, the calls may be counted as overdue calls for the same assigned identifier.

  As described above, only the management information is stored in the overdue call primary management table 17 and the overdue call secondary management table 18, and the overdue call queue itself is stored in the incoming call distribution processing unit 11, for example. ing.

  Returning to FIG. 2, the temporary information stored in the temporary information storage unit 19 a of the data storage unit 19 is temporarily stored information such as the communication address of the operator terminal 2.

  The outgoing / incoming history data 19b stored in the data storage unit 19 is history data received by the call center server 1, history data sent by the subordinate operator terminal 2, and the like.

  The call center data 19c stored in the data storage unit 19 includes operator and group information, customer information of the IP call center system 100, and the like.

  FIG. 5 is a block diagram showing a functional configuration related to the overdue call function of the operator terminal 2. Even if the operator terminal 2 is composed of, for example, a personal computer and is configured mainly with a CPU and a program executed by the CPU, it can be functionally represented in FIG. The operator terminal 2 has a configuration for an operator to make a call such as a headset. As described above, the operator terminal 2 shows the components related to the overdue call function.

  In FIG. 5, the operator terminal 2 includes an overdue call information acquisition unit 21, overdue call information display unit 22, an operator information storage unit 23, and a server communication information storage unit 24.

  The overdue call information acquisition unit 21 transmits a request (request) for overdue call information to the call center server 1 to acquire overdue call information related to an operator who operates the operator terminal 2 from the call center server 1. It is. The overdue call information relating to the operator includes both overdue call information of the group to which the operator belongs and overdue call information in which the operator is a specific operator.

  The overdue call information display unit 22 displays overdue call information acquired from the call center server 1 on a screen with a pop-up or the like.

  The operator information storage unit 23 stores information such as the identifier of the operator who is logged on to the operator terminal 2.

  The server communication information storage unit 24 stores communication destination information of the call center server 1 in order to enable communication with the call center server 1.

(A-2) Operation of Embodiment Next, the operation of the IP call center system 100 of the embodiment is described with reference to the drawings, the collection management operation of the overdue call situation executed by the call center server 1, and the operator terminal 2 is the call center server The operation of acquiring and displaying the stuck call status from 1 will be described in the order of operations.

  FIG. 6 and FIG. 7 are flowcharts showing the collection management operation of the stuck call situation executed by the call center server 1.

  The overdue call state monitoring unit 12 monitors the occurrence state of an incoming overdue call and confirms whether there is a newly generated overdue call or an overdue overdue call (steps 201 and 202).

  When a new overdue call occurs, the overdue call status monitoring unit 12 notifies the overdue call information management unit 13 of distribution destination information (incoming call number and assigned identifier) of the newly generated overdue call. (Step 203). At this time, the overdue call information management unit 13 searches the outgoing / incoming history data 19b based on the incoming number while referring to the temporary information storage unit 19a (step 204), and the outgoing / incoming history corresponding to the incoming number is found. It is determined whether or not it is within a predetermined period immediately before (for example, today) (step 205).

  If there is a call origination / reception history, the overdue call information management unit 13 determines the operator's response at that time from the call origination / reception history (the latest call origination / reception history if there are a plurality of corresponding call origination / reception histories). The identifier is acquired (step 206), and the line of the current overdue call is added to the overdue call primary management table 17, the current incoming number is described in the incoming number column, and the assigned identifier column is entered. The identifier of the operator obtained from the outgoing / incoming call history is described (step 207), and further, the operator is described in the field of responsible attributes (step 208).

  The case where the outgoing / incoming call history remains includes the case where the same customer makes a voluntary call twice or more, or the case where the customer makes a return call in response to a past call from the operator. The flowcharts of FIGS. 6 and 7 are described from the aspect of collecting and managing overdue calls, and the distribution function to the operator or group is not described, but the incoming call is handled by the operator in the same manner as the above-described processing. Or distribution to a group is performed.

  When there is no outgoing / incoming history corresponding to the incoming number of a newly generated overdue call (see step 205), the overdue call information management unit 13 checks the current overdue call against the overdue call primary management table 17. A call line is added, the current incoming number is described in the incoming number column, the group identifier associated with the current incoming number is described in the assigned identifier column (step 209), and the assigned attribute Group is described in the column (step 210).

  When the registration operation for the overdue call primary management table 17 is completed as described above, the overdue call information management unit 13 updates the assigned identifier and assigned attribute of the newly generated overdue call to the overdue call secondary management table. The notification unit 15 is notified (step 211), and the overdue call secondary management table update unit 15 that has received the notification determines the notified attribute (operator or group) (step 212).

  If the assigned attribute is operator, the overdue call secondary management table update unit 15 determines whether or not the overdue call secondary management table 18 includes a line describing the identifier of the operator having the notified assigned identifier. (Step 213), if there is such a row, the number of overdue calls in that row is increased by 1 (step 214), and if there is no such row, a row is stored in the secondary overload management table 18 And the notified operator identifier is described in the assigned identifier column, 1 is described in the overdue call column, and operator is described in the attribute column (step 215). Thereafter, the process returns to the monitoring step 201 for the new occurrence or deletion of a delayed call.

  On the other hand, if the assigned attribute is group, the overdue call secondary management table update unit 15 has a row describing the identifier of the group having the notified assigned identifier in the overdue call secondary management table 18. (Step 216), if there is such a row, the number of overdue calls in that row is increased by 1 (step 217), and if there is no such row, the overloaded call secondary management table 18 The group identifier notified is described in the assigned identifier column, 1 is described in the overdue call number column, and group is described in the attribute column (step 218). Thereafter, the process returns to the monitoring step 201 for the new occurrence or deletion of a delayed call.

  When the operator responds to any of the overdue calls, the overdue call disappears, and the overdue call status monitoring unit 12 recognizes the disappearance of the overdue call (see step 202), the overdue call The status monitoring unit 12 notifies the overdue call information management unit 13 of the incoming number of the overdue call (step 219). At this time, the overdue call information management unit 13 acquires the assigned identifier from the line of the incoming call number of the overdue call primary management table 17, and then deletes the data in that line (step 220), and the acquired assigned identifier. Is notified to the secondary call management table update unit 15 (step 221).

  The overdue call secondary management table updating unit 15 confirms the number of overdue calls in the row having the notified assigned identifier in the overdue call secondary management table 18 and determines whether or not the overdue call number is greater than 1. Is discriminated (step 222). The overdue call secondary management table updating unit 15 decreases the value by 1 when the number of overdue calls is larger than 1 (step 223), whereas when the number of overdue calls is 1, the overdue call is overloaded. The data of the line having the notified responsible identifier in the call secondary management table 18 is deleted (step 224). Thereafter, the process returns to the monitoring step 201 for the new occurrence or deletion of a delayed call.

  FIG. 8 is a sequence diagram showing an operation in which the operator terminal 2 acquires and displays a stuck call situation from the call center server 1.

  When the operator instructs the operator terminal 2 to acquire overdue call information using an input means (such as a keyboard) not shown, the overdue call information acquisition unit 21 of the operator terminal 2 is logged on from the operator information storage unit 23. The operator identifier is acquired (step 301), and the communication address of the call center server 1 is acquired from the server communication information storage unit 24 (step 302). Then, the overdue call information acquisition unit 21 transmits an acquisition request (request) of overdue call information including the acquired operator identifier to the call center server 1 (step 303).

  The activation of acquisition of overdue call information is not limited to the case of an operator operation. For example, acquisition of overdue call information may be activated as a periodic process of the operator terminal 2, and the operator terminal 2 automatically acquires overdue call information when the operator finishes handling a call. May be started.

  In the call center server 1, the received request for overdue call information is given to the overdue call information notification unit 16. The overdue call information notifying unit 16 notifies the overdue call information searching unit 14 of the operator identifier included in the acquisition request for overdue call information received from the operator terminal 2 (step 304). Thereby, the overdue call information search unit 14 acquires the identifier of the group to which the operator belongs from the call center data 19c based on the operator identifier (step 305), and based on the operator identifier and the acquired group identifier, The overdue call information (here, the number of overdue calls) is acquired from the overdue secondary management table 18, and the overdue call information for display is generated and notified to the overdue call information notification unit 16 (step 306).

  The overdue call information notification unit 16 returns the overdue call information for display generated by the overdue call information search unit 14 to the operator terminal 2 (step 307). In the operator terminal 2, the returned display overdue call information is given to the overdue call information acquisition unit 21. The overdue call information acquisition unit 21 notifies the received overdue call information to the overdue call information display unit 22 (step 308). Thereby, the overdue call information display unit 22 displays the overdue call information for display on the screen (step 309).

  FIG. 9 is an explanatory diagram showing a screen display example of overdue call information, which corresponds to the stored contents of the overdue call secondary management table 18 shown in FIG. FIG. 9 shows a display example of overdue call information acquired by an operator whose identifier belongs to the group whose identifier is Group01 and whose identifier is Ope01. This operator recognizes that the number of overdue calls in the group to which the operator belongs is 4 and the number of overdue calls related to the user is 1 by visually checking the displayed contents. Try to control time.

(A-3) Effect of Embodiment As described above, according to the above-described embodiment, in addition to the overdue call situation of the group to which the operator belongs, the overdue call situation for the operator's schedule is displayed (in other words, , Providing only the operator's relevant overdue call information), so that the operator can fully function the notification of the overdue call status, and the operator can take more efficient measures against overdue calls. Will be able to do.

(B) Other Embodiments Although various modified embodiments have been mentioned in the description of the above-described embodiment, further modified embodiments as exemplified below can be given.

  In the above embodiment, the number of overdue calls is presented to the operator by screen display, but may be presented by other methods. For example, a dedicated display having one or more 7-segment display elements may be connected as an external device of the operator terminal, and the number of overdue calls may be displayed on the dedicated display. The operator's presentation is not limited to display output, and may be speech synthesis output or print output.

  In the above embodiment, the contents to be displayed in response to the acquisition request for the overdue call information indicate the number of overdue calls in the group to which the operator belongs and the overdue call number related only to the operator. The operator may prepare a plurality of types as acquisition requests and allow the operator to select the contents to be displayed. For example, in the case of the first acquisition request, the number of overdue calls in the group to which the operator belongs and the number of overdue calls related only to the operator are displayed. In the case of the second acquisition request, only the operator is displayed. In the case of the third acquisition request, only the number of overdue calls associated with the operator may be displayed. In this case, in any case, the call center server 1 returns the number of overdue calls in the group to which the operator belongs and the number of overdue calls related only to the operator to the operator terminal 2, and the product displayed by the operator terminal 2 is displayed. The number of overdue calls may be selected, and the call center server 1 retrieves and returns only the number of overdue calls according to the type of acquisition request, and the operator terminal 2 displays the number of overdue calls returned. You may make it do.

  The overdue call secondary management table 18 in the above embodiment shows that the number of overdue calls in a group does not include the number of overdue calls related only to the operators in the group. The number of overdue calls may be combined with the number of overdue calls related only to the operators in the group. In addition, as the number of overdue calls in a group, the number of overdue calls that are only related to the operators in the group and the number of overdue calls that are related only to the operators in the group are combined. It is also possible to prepare two types for the operator terminal 2 and to provide the operator terminal 2 with both types (or types according to instructions).

  Here, the total number of overdue calls of a group obtained by adding up the number of overdue calls related only to the operators in the group is the number of overdue calls before the addition of the group in the overdue call secondary management table 18 and the product. It can be calculated as the sum total of the number of overdue calls of operators belonging to the group in the late call secondary management table 18.

  In the above embodiment, the call center server 1 sends back the overdue call information to the operator terminal 2 that has transmitted the acquisition request for the overdue call information. The transmission destination operator terminal may be different. For example, a supervisor operator specifies an identifier of a subordinate operator and transmits an acquisition request for overdue call information to the call center server 1, and the call center server 1 transmits the overdue call information retrieved based on the subordinate operator identifier. It may be transmitted to the operator terminal of the operator and displayed.

  Here, if the acquisition request includes identifiers of a plurality of subordinate operators, the processing when each identifier is individually given is repeated a plurality of times, and the subordinate operator's operator terminal receives the subordinate operator's operator terminal. What is necessary is just to give the overdue call information concerning an operator.

  In the above-described embodiment, the overdue call secondary management table 18 is formed in advance, and when there is a request for acquisition of overdue call information from the operator terminal 2, the overdue call secondary management table 18 is managed. Although the one that returns the overdue call information is shown, the overdue call is obtained when there is a request for obtaining overdue call information from the operator terminal 2 without forming the overdue call secondary management table 18 in advance. Based on the management information in the primary management table 17, the backlogged call information to be returned may be formed and returned to the operator terminal 2.

  In the above embodiment, the overdue call information presented to the operator is the number of overdue calls. However, in addition to the overdue call number or instead of the overdue call number, You may make it show to an operator. For example, a time information column is provided in the overdue call primary management table 17, and the time when the row is registered (added) in the overdue call primary management table 17, the incoming time, and the incoming call distribution processing unit 11 are stored. Any time, such as the time at which the call is recognized as a late call, is described. On the other hand, a time information column is also provided in the secondary call management table 18, and a time series corresponding to the number of overdue calls is provided in this column. And the time information may be extracted and presented to the operator in the same manner as the method of extracting the number of overdue calls from the overdue call secondary management table 18.

  Although the case where the present invention is applied to an IP call center system has been described in the above embodiment, the present invention can also be applied to a call center system that does not use an IP public network.

  DESCRIPTION OF SYMBOLS 1 ... Call center server, 2, 2-1 to 2-N ... Operator terminal, 12 ... Overloaded call status monitoring unit, 13 ... Overloaded call status management unit, 14 ... Overloaded call information search unit, 15 ... Overloaded call Secondary management table update unit, 16 ... overdue call information notification unit, 17 ... overdue call primary management table, 18 ... overdue call secondary management table, 19 ... data storage unit, 21 ... overdue call information acquisition unit, 22: Overdue call information display unit 23: Operator information storage unit 24: Server communication information storage unit

Claims (9)

In a call center server connected to multiple operator terminals,
Overloading call status monitoring means for monitoring the status of occurrence and disappearance of overdue calls,
A first management information storage unit that manages primary overdue call information that describes at least incoming information and an assigned identifier related to a person in charge of a group or operator for each overdue call;
Outgoing / incoming history storing means for storing outgoing / incoming history data relating to each operator;
When a newly overdue call is newly generated, the stored contents of the outgoing / incoming history storage means are searched based on the incoming call information. If the first overdue call information describing the identifier of the operator is added to the first management information storage means and the corresponding history information cannot be found by the search, the identifier of the group previously associated with the incoming information is set. Overloaded call information management means for adding primary overdue call information described in the assigned identifier to the first management information storage means;
When there is a request for acquisition of overdue call information specifying an operator by an identifier from any operator terminal, the overdue call information for presentation related to the specified operator is formed and notified to a predetermined operator terminal A call center server comprising: overdue call information notification means. Further comprising second management information storage means for managing at least secondary overdue call information obtained by counting the overdue call information stored in the first management information storage means for each assigned identifier;
The overdue call information notifying unit forms the overdue call information for presentation related to the specified operator based on the overdue call information stored in the second management information storage unit. The call center server according to claim 1.   The overdue call information notifying unit obtains secondary overdue call information obtained by counting the overdue call information stored in the first management information storage unit for each assigned identifier, The call center server according to claim 1, wherein the presented overdue call information is formed.   The overdue call information for presentation related to a specific operator is the number of overdue calls scheduled for the specific operator and the number of overdue calls scheduled for the group to which the specific operator belongs. The call center server according to any one of claims 1 to 3.   The overdue call information notifying means forms an overdue call information for presentation related to the specified operator and notifies the operator terminal that has transmitted the acquisition request for overdue call information. The call center server in any one of 1-4. In a call center system in which a call center server and a plurality of operator terminals are connected,
A call center system, wherein the call center server according to any one of claims 1 to 5 is applied as the call center server.   The call center system according to claim 6, wherein at least some of the operator terminals include overdue call information presentation means for presenting the notified overdue call information to the operator concerned. In a call center server control method in a call center server connected to a plurality of operator terminals,
The call center server includes overdue call status monitoring means, first management information storage means, outgoing / incoming history storage means, overdue call information management means, and overdue call information notification means,
The overdue call state monitoring means has a overdue call state monitoring step for monitoring the state of occurrence, disappearance, etc. of overdue calls,
The first management information storage means manages, for each overdue call, primary overdue call information that describes at least incoming information and a charge identifier associated with the person in charge to which the group or operator corresponds. A management information storage step;
The outgoing / incoming history storage means has an outgoing / incoming history storage step for storing outgoing / incoming history data relating to each operator,
The overdue call information management means searches the stored contents of the outgoing / incoming history storage means based on the incoming call information when a new overdue call occurs, and the history information corresponding to any operator is In some cases, primary overdue call information in which the operator's identifier is described in the assigned identifier is added to the first management information storage means, and when the corresponding history information cannot be found by the search, The overdue call information management step of adding primary overdue call information in which the identifier of the associated group is described in the assigned identifier to the first management information storage unit,
The overdue call information notifying means forms a presentation overdue call information related to the specified operator when there is a request for acquisition of overdue call information specifying the operator by an identifier from any operator terminal. And a call center server control method comprising a step of notifying a predetermined operator terminal of an overdue call information notification step. A computer installed in a call center server connected to multiple operator terminals,
Overloading call status monitoring means for monitoring the status of occurrence and disappearance of overdue calls,
A first management information storage unit that manages primary overdue call information that describes at least incoming information and an assigned identifier related to a person in charge of a group or operator for each overdue call;
Outgoing / incoming history storing means for storing outgoing / incoming history data relating to each operator;
When a newly overdue call is newly generated, the stored contents of the outgoing / incoming history storage means are searched based on the incoming call information. If the first overdue call information describing the identifier of the operator is added to the first management information storage means and the corresponding history information cannot be found by the search, the identifier of the group previously associated with the incoming information is set. Overloaded call information management means for adding primary overdue call information described in the assigned identifier to the first management information storage means;
When there is a request for acquisition of overdue call information specifying an operator by an identifier from any operator terminal, the overdue call information for presentation related to the specified operator is formed and notified to a predetermined operator terminal A call center server program characterized by functioning as an overdue call information notification means.

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