JP2014178833A - Information processor, support system, support method, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a technology capable of specifying personnel to be dispatched to a customer destination.SOLUTION: An information processor associates a level value of personnel carrying a portable terminal with terminal information specifying the portable terminal to store the level value in a first storage part, and displays the terminal information associated with a level value equal to or more than a request level value requested by a customer and customer information specifying the customer at respective positions on a map.

Description

  The present invention relates to an information processing apparatus, a support system, a support method, and a program.

  2. Description of the Related Art Conventionally, a technique for transmitting position information of mobile terminals to an information processing apparatus such as a server and grasping the positions of a plurality of mobile terminals by the information processing apparatus has become widespread.

  Patent Document 1 includes a host device and one or a plurality of terminals, each terminal being configured to be portable, and a GPS receiving device and recording means for recording position data including time and the position of the terminal at that time A technique relating to a movement route display system is disclosed, characterized in that the host device is provided with movement history editing means for receiving and editing the movement history of the terminal when the position data from the terminal is input. Has been.

JP 2001-194177 A

  By the way, when dispatching personnel such as employees of an organization to the customer's location, it is possible to reduce costs by acquiring location information from the mobile terminal of the personnel and dispatching appropriate personnel to the customer according to the location information Contribute to In this case, it is desirable to dispatch personnel having the capability requested by the customer.

  In addition, since the technique disclosed in Patent Document 1 is a technique for displaying the movement route of the mobile terminal, it is not considered to specify the personnel dispatched to the customer.

  The present invention has been made in view of the above points, and an object of the present invention is to provide a technique capable of specifying personnel dispatched to a customer.

  Therefore, in order to solve the above problem, an information processing apparatus according to the present invention includes a position information receiving unit that receives position information of a mobile terminal, and a value indicating a level of a person who carries the mobile terminal in terminal information that identifies the mobile terminal. A first storage unit that associates and stores a personnel level value, a request acquisition unit that acquires a request level value requested by a customer and the location of the customer, and the personnel level value is equal to or greater than the request level value Map information on a map based on the position information received by the position information receiving section, the position of the mobile terminal carried by the staff specified by the staff specifying section, And a display unit that displays the location of the customer acquired by the request acquisition unit on the map.

  In order to solve the above problem, a support system according to the present invention is a support system including a mobile terminal and an information processing apparatus connected via a network, and the mobile terminal transmits position information to the information processing apparatus. The information processing apparatus includes a first storage unit that associates and stores personnel level values, a request acquisition unit that acquires a request level value requested by a customer and the location of the customer, The position information receiving unit receives the personnel identifying unit that identifies the personnel whose personnel level value is greater than or equal to the requested level value, and the location of the portable terminal carried by the personnel identified by the personnel identifying unit. A display unit for displaying the location of the customer acquired by the request acquisition unit on the map based on the location information and displaying the map as map information; It may be characterized in that it comprises.

  Moreover, in order to solve the said subject, the support method of this invention is a support method using the information processing apparatus provided with a memory | storage part, Comprising: The said information processing apparatus, The positional information reception procedure which receives the positional information on a portable terminal, A request acquisition procedure for acquiring a request level value requested by a customer and a location of the customer, and a personnel level value which is a value indicating a level of personnel carrying the mobile terminal to the terminal information for identifying the mobile terminal The personnel identification procedure for identifying the personnel whose personnel level value is equal to or greater than the required level value with reference to the storage unit storing the attached information, and the portable device carried by the personnel identified in the personnel identification procedure The terminal position is displayed on the map as map information based on the position information received in the position information reception procedure, and is acquired in the request acquisition procedure. And a display procedure of the location of the customer is displayed on the map it was, may be characterized in that the run.

  In order to solve the above problems, a program according to the present invention is a program for an information processing apparatus, which includes a position information reception procedure for receiving position information of a mobile terminal, a request level value requested by a customer, and the location of the customer. A request acquisition procedure for acquiring the information, and a storage unit that stores information in which terminal information for identifying the portable terminal is associated with a personnel level value that is a value indicating a level of the personnel carrying the portable terminal, The personnel identification procedure for identifying the personnel whose personnel level value is equal to or greater than the required level value, and the position of the mobile terminal carried by the personnel identified in the personnel identification procedure is received in the location information reception procedure. Display on the map as map information based on the location information, and display the location of the customer acquired in the request acquisition procedure on the map And 示手 order may be characterized in that to be executed by the information processing apparatus.

  ADVANTAGE OF THE INVENTION According to this invention, the technique which can identify the staff dispatched to a customer can be provided.

It is a figure which shows the outline | summary of the support system in 1st Embodiment. It is a functional block diagram of an information processor and a portable terminal. It is a figure which shows an example of a personnel information table. It is a figure which shows an example of a skill information table. It is a figure which shows an example of a staff skill level table. It is a figure which shows an example of a customer information table. It is a figure which shows an example of a customer base information table. It is a figure which shows an example of a support information table. It is a figure which shows an example of a support contract information table. It is a figure which shows an example of a message request level table. It is a figure which shows an example of a log request level table. It is a figure which shows the hardware structural example of information processing apparatus. It is a figure which shows the hardware structural example of a portable terminal. It is a flowchart which shows the positional information acquisition process in a portable terminal. It is a flowchart which shows the positional information update process in information processing apparatus. It is a flowchart (the 1) which shows the flow of a process in a control part. It is a flowchart (the 2) which shows the flow of a process in a control part. It is a flowchart (the 3) which shows the flow of a process in a control part. It is a figure which shows an example of the display screen which displays map information and list information. It is a figure which shows an example of the display screen in a 1st modification.

  Hereinafter, embodiments of the present invention will be described with reference to the drawings. FIG. 1 is a diagram illustrating an overview of a support system 100 according to the first embodiment.

  The support system 100 according to the present invention includes a mobile terminal 20 and an information processing device 40.

  The portable terminal 20 is a portable electronic device such as a smartphone, a cellular phone, or a PDA (Personal Digital Assistant).

  The information processing device 40 is an electronic device such as a PC (Personal Computer) or a smartphone. The information processing apparatus 40 and the mobile terminal 20 are connected via the network 30. The information processing apparatus 40 receives an operation from an operator belonging to an organization such as a company that provides support.

  The personnel 10 are personnel or staff who provide support to customers. The personnel 10 may be a worker or an engineer. The personnel 10 is one or more people, and each carries a portable terminal 20. Note that the term “support” refers to performing repairs or solving problems that occur in customers.

  The portable terminal 20 periodically transmits position information to the information processing device 40.

  The outline of this embodiment is as follows. The information processing apparatus 40 stores the position information received from the mobile terminal 20. In addition to the position information of the mobile terminal 20, the information processing apparatus 40 stores the ability of each person 10 as a numerical value.

  When the operator receives a support request from a customer, the information processing apparatus 40 specifies a request level value that expresses the capability required by the customer by a numerical value. The information processing apparatus 40 displays candidate personnel having the ability to satisfy the requested level value on the map information and the list information, and accepts the selection of the personnel 10. When the operator selects the personnel 10, the information processing apparatus 40 notifies the mobile terminal 20 carried by the selected personnel 10. The personnel 10 carrying the mobile terminal 20 that has received the notification goes to the customer's location and provides support.

  FIG. 2 is a functional block diagram of the information processing apparatus 40 and the mobile terminal 20. In the following, constituent elements necessary for describing the present embodiment are shown.

  The information processing apparatus 40 includes a control unit 410 and a storage unit 420. The control unit 410 controls processing related to identification of the personnel 10 in the information processing apparatus 40. The storage unit 420 stores information used for identifying the personnel 10. The control unit 410 includes a position information reception unit 411, a request acquisition unit 412, a required time calculation unit 413, a personnel specification unit 414, a selection reception unit 415, a notification unit 416, and a display unit 417.

  The location information receiving unit 411 receives location information of the mobile terminal 20 from the mobile terminal 20 and stores it in the storage unit 420. The request acquisition unit 412 acquires customer specification information for specifying a customer based on information input from an input device 431 described later, and acquires a request level value indicating the capability required for customer support.

  The required time calculation unit 413 refers to the storage unit 420 and calculates a required time, which is a travel time until the personnel 10 arrives at the customer based on the location of the customer and the position of the mobile terminal 20.

  The personnel identification unit 414 refers to the storage unit 420 and identifies the personnel 10 having a level value equal to or higher than the requested level value as candidate personnel.

  The selection receiving unit 415 receives a selection by the operator from terminal information that identifies the mobile terminal 20 carried by the candidate personnel. The selection received by the selection receiving unit 415 specifies which of the plurality of candidate personnel is dispatched to the customer.

  The notification unit 416 notifies the mobile terminal 20 related to the terminal information received by the selection reception unit 415.

  The display unit 417 performs display related to the customer based on the customer specifying information acquired by the request acquisition unit 412. The display unit 417 displays an error message, log, and request level value input screen, which will be described later. Further, the display unit 417 displays terminal information for specifying the portable terminal 20 carried by the candidate personnel in the map information and the list information.

  The storage unit 420 includes a personnel information storage area 421, a customer information storage area 422, and a request level storage area 423. The personnel information storage area 421 stores a table in which information related to the personnel 10 is recorded. The personnel information storage area 421 stores a personnel information table 4211, a skill information table 4212, and a personnel skill level table 4213.

  The customer information storage area 422 stores a table in which information related to customers is recorded. The customer information storage area 422 stores a customer information table 4221, a customer base information table 4222, a support information table 4223, and a support contract information table 4224.

  The request level storage area 423 stores a table in which error messages and logs are associated with request level values. The request level storage area 423 stores a message request level table 4231 and a log request level table 4232.

  The portable terminal 20 includes a position information acquisition unit 211, a transmission unit 212, and a notification reception unit 213. The position information acquisition unit 211 recognizes the current position of the mobile terminal 20 using a GPS (Global Positioning System) function. In addition, if it is a system which can recognize position information, it will not be limited to GPS. The transmission unit 212 transmits the position information acquired by the position information acquisition unit 211 to the information processing apparatus 40. The notification receiving unit 213 receives the notification transmitted from the notification unit 416 to the mobile terminal 20.

  In the present embodiment, the personnel 10 having the ability requested by the customer is identified as a candidate personnel, and the display unit 417 performs display by assigning priorities according to the conditions provided in advance. Thereby, the desired personnel can be appropriately selected.

  Next, each table stored in the personnel information storage area 421 will be described.

  FIG. 3 is a diagram illustrating an example of the personnel information table 4211. The personnel information table 4211 stores information regarding each personnel.

  In the personnel information table 4211, for each personnel ID stored in the personnel ID 4211a, an email address 4211b, location information 4211c, a local availability flag 4211d, an email availability flag 4211e, a responsible product 4211f, and attribute information 4211g. Is stored. The personnel information table 4211 may include other information such as first name, last name, and mobile number.

  Identification information for identifying the personnel 10 is recorded in the personnel ID 4211a. The personnel ID is uniquely defined for each personnel 10. The e-mail address 4211b records the e-mail address of the mobile terminal 20 held by the personnel 10. In the position information 4211c, the position information of the portable terminal 20 that is periodically transmitted by the transmission unit 212 of the portable terminal 20 and received by the position information receiving unit 411 of the information processing device 40 is recorded.

  The on-site availability flag 4211d records whether or not the person 10 is available for customer support. The fact that the on-site response flag 4211d is possible indicates that the person 10 can go to the customer when receiving the notification. If the on-site response flag 4211d is not possible, it is impossible to respond to the notification, such as the person 10 already responding to another customer or heading to another customer, and the customer Indicates that it is not possible to go to

  The mail response flag 4211e records whether or not the person 10 can respond by email. The fact that the mail correspondence flag 4211e is possible indicates that the person 10 can reply to the question from the customer by mail. The fact that the mail response flag 4211e is not possible means that the person 10 is not registered as a mail person in advance, or that the number of questions that should be handled has already exceeded a predetermined number, so that the person can respond by mail. Indicates that it is not possible.

  The storage unit 420 may store numerical information indicating how many mails can be handled for each person 10. The mail response flag 4211a may be updated from possible to impossible when the number of questions received by the personnel 10 and responding by mail reaches the numerical value.

  The assigned product 4211f records information for identifying the product that the person 10 is in charge of. The information for specifying a product is information for specifying a service that the personnel 10 supports.

  Information indicating the attribute of the personnel 10 is recorded in the attribute information 4211g. For example, the attribute information is the number of attendances of the staff member 10 during the current month. The number of attendances for the current month is the number of attendances of the personnel 10 acquired from the employee database or the like, and is the number of attendances of the personnel 10 within one month prior to the most recent acquisition.

  Even when the attribute information is the number of attendances in the current month, the attendance status within the above-described period is not limited, and a reference period to be recorded may be designated in advance. The attribute information 4211g may be any information as long as it records information about the attributes of the personnel 10, for example, may record the cumulative working hours within a predetermined period, and the unit price when the personnel 10 performs work. It may be recorded.

  FIG. 4 is a diagram illustrating an example of the skill information table 4212. The skill information table 4212 stores the types of skills possessed by the personnel 10 as a table. In the skill information table 4212, a skill name is stored for each skill ID stored in the skill ID 4212a.

  Skill is a technique possessed by personnel, such as qualifications.

  The skill ID is identification information that identifies a skill. The skill name is the name of the skill.

  FIG. 5 is a diagram illustrating an example of the staff skill level table 4213. The personnel skill level table 4213 stores which type of skill each of the personnel 10 recorded in the personnel information table 4211 has and the level of skill of the type possessed by the personnel 10. The personnel skill level table 4213 stores data in which a skill ID 4213b and a skill level 4213c are associated with each personnel ID stored in the personnel ID 4213a.

  The personnel ID 4213a stores identification information for identifying the personnel 10, and corresponds to the personnel ID stored in the personnel ID 4211a of the personnel information table 4211. The skill ID 4213b specifies which type of skill the personnel 10 has, and corresponds to the skill ID in the skill information table 4212. In the skill ID 4213b, a plurality of skill IDs are recorded when the personnel 10 has a plurality of types of skills.

  The skill level 4213c stores the skill level as a numerical value for each type of skill possessed by the personnel 10. Hereinafter, the value indicating the skill level of the personnel 10 will be described as “the personnel level value” or simply “the level value”. The level value may be an absolute value based on a calculation method possessed by the type of skill, or may be a relative value set after hearing the personnel 10 or the like.

  In addition, although each level value is stored for each type of skill in the staff skill level table 4213, each level value may be stored for each staff member 10. In this case, regarding the personnel 10 having skills over a plurality of types, the level values of the respective skills are added together and stored in the skill level 4213c, and stored in association with the personnel ID 4213a of the personnel 10.

  Next, each table stored in the customer information storage area 422 will be described.

  FIG. 6 is a diagram illustrating an example of the customer information table 4221. The customer information table 4221 stores information about customers.

  The customer information table 4221 stores data in which a customer name 4221b and the like are associated with each customer ID stored in the customer ID 4221a. The customer information table 4221 may also include customer addresses, telephone numbers, and the like.

  In the customer ID 4221a, identification information for specifying the customer is stored as a customer ID. The customer ID is uniquely defined for each customer. The customer name 4221b stores the name of the customer.

  FIG. 7 is a diagram illustrating an example of the customer base information table 4222. The customer base information table 4222 stores data in which a customer ID 4222a, a base name 4222c, and an address 4222d are associated with each base ID stored in the base ID 4222b. The customer base information table 4222 may store other information such as customer phone numbers.

  The customer ID 4222a is identification information for identifying a customer, and stores a customer ID corresponding to the customer ID 4221a of the customer information table 4221. The base ID 4222b stores a base ID that is identification information for specifying a base provided by the customer. The site ID is uniquely defined for each site. The base name 4222c stores the name given to the customer base. The address 4222d stores the location of each base.

  FIG. 8 is a diagram illustrating an example of the support information table 4223. In the support information table 4223, support contents 4223b are stored in association with each support ID 4223a. A contract that specifies support contents in advance is exchanged between the company to which the personnel 10 belongs and the customer. For example, when providing support for a specific product, support conditions are determined at the time of contract. The support information table 4223 stores information related to support conditions.

  In the support ID 4223a, identification information that identifies the type of support provided to the customer by the company is stored as a support ID. The support content 4223b stores a support name indicating support conditions.

  FIG. 9 is a diagram illustrating an example of the support contract information table 4224. The support contract information table 4224 stores data in which a customer ID 4224a and a support ID 4224c are associated with each base ID stored in the base ID 4224b. In addition, the support contract information table 4224 may include a support level 4224d for each base ID. In the support contract information table 4224, information on conditions concluded between the company providing support and the customer is stored for each base.

  The customer ID 4224a stores a customer ID that is identification information for identifying the customer. The customer ID corresponds to the customer ID recorded in the customer ID 4221a of the customer information table 4221. In the base ID 4224b, a base ID that is identification information for specifying a base to be supported is recorded. The base ID corresponds to the base ID recorded in the customer base information table 4222. In the support ID 4224c, a support ID specifying the support condition concluded for each base is recorded for each base ID. The support ID corresponds to the support ID in the support information table 4223.

  The support level 4224d is recorded when the support level is further numerically assigned among the support conditions concluded between the company providing the support and the customer. For example, when a specific product is targeted for support and a contract with a limited time zone corresponding to support is concluded, the support target product is identified by the support ID 4224c and the support information table 4223, and support is supported by the support level 4224d. A numerical value is assigned so that the time zone is specified. For example, when the support level 4224d is 030, the support response time is from 9:00 to 17:00 on weekdays, and when it is 050, the support response time is from 9:00 to 17:00 on weekdays and holidays. You may predefine about.

  Next, each table stored in the request level storage area 423 will be described.

  FIG. 10 is a diagram illustrating an example of the message request level table 4231. The message request level table 4231 stores data in which an error message 4231b and a request level value 4231c are associated with each error ID stored in the error ID 4231a.

  In the error ID 4231a, an error ID that is identification information uniquely defined for the error message is recorded. In the error message 4231b, error message candidates to be output to the device handled by the customer are recorded. In the request level value 4231c, a numerical value representing, as a guideline, the level of personnel ability or technology required for support when the error message recorded in the error message 4231b is displayed on the device handled by the customer is recorded. . The request level value recorded in the request level value 4231c is a value corresponding to the skill level recorded in the staff skill level table 4213.

  For example, when an error message with an error ID of 0001 “An unexpected error has occurred” is displayed on the device handled by the customer, the request level is 325. This indicates that support by personnel whose level value recorded in the skill level 4213c of the personnel skill level table 4213 is 325 or more is required to repair the device.

  FIG. 11 is a diagram illustrating an example of the log request level table 4232. The log request level table 4232 stores data in which a log ID 4232a, a log 4232b, and a request level value 4232c are associated with each log ID stored in the log ID 4232a.

  In the log ID 4232a, a log ID which is identification information for specifying a log output to a device handled by a customer is recorded. The log ID is uniquely defined for each log. The log 4232b records log candidates to be output to the equipment handled by the customer. In the request level value 4232c, a numerical value representing, as a guideline, the capability or technical level of personnel required for support when a log specified by a log ID is output for a device handled by a customer is recorded. . The request level value recorded in the request level value 4232c is a value corresponding to the skill level recorded in the staff skill level table 4213.

  Next, a hardware configuration example of the information processing device 40 and the terminal device 20 will be described.

  FIG. 12 is a diagram illustrating a hardware configuration example of the information processing apparatus 40. The information processing apparatus 40 includes a CPU (Central Processing Unit) 430, an input device 431, a network I / F 432, a memory 433, an auxiliary storage device 434, and a display 435, and each component is connected by a bus.

  The CPU 430 is a central processing unit, and executes processing according to a program recorded in the memory 433 or the auxiliary storage device 434. Each processing unit constituting the control unit 410 realizes each function by the CPU 430 executing a program. The input device 431 is a device that receives an input operation from a user, and is, for example, a touch panel, a keyboard, a mouse, a microphone, or the like. The network I / F 432 is an interface for connecting the information processing apparatus 40 to the network 30.

  The memory 433 is a storage device such as a RAM (Random Access Memory) or a flash memory, and functions as a storage area from which programs and data are temporarily read. The auxiliary storage device 434 is, for example, an HDD (Hard Disk Drive), a CD-R (Compact Disc-Recordable), a DVD-RAM (Digital Versatile Disk-Random Access Memory), etc. Device. The function of the storage unit 420 is realized by the memory 433 or the auxiliary storage device 434. The display 435 is a display device such as an LCD (Liquid Crystal Display). A display screen controlled by the display unit 417 is displayed on the display 435.

  FIG. 13 is a diagram illustrating a hardware configuration example of the mobile terminal 20. The mobile terminal 20 includes a CPU 220, an input device 221, a network I / F 222, a memory 223, an auxiliary storage device 224, a GPS receiving device 225, and a display 226. Since the processing performed by the CPU 220, the input device 221, the network I / F 222, the memory 223, the auxiliary storage device 224, and the display 226 is the same as each component of the information processing device 40, description thereof is omitted.

  The GPS receiver 225 receives a signal transmitted from a satellite. Based on the signal received by the GPS receiver 225, the position information acquisition unit 211 identifies the current position of the mobile terminal 20.

  FIG. 14 is a flowchart showing position information acquisition processing in the mobile terminal 20. For example, the mobile terminal 20 periodically acquires position information at a preset interval.

  The position information acquisition unit 211 acquires position information (step S11). Specifically, the position information acquisition unit 211 identifies the current position of the mobile terminal 20 based on the radio wave received by the GPS receiver 225.

  Next, the transmission unit 212 transmits the position information to the information processing device 40 (step S12). Specifically, the transmission unit 212 transmits information specifying the current position of the mobile terminal 20 acquired by the position information acquisition unit 211 to the information processing apparatus 40.

  Next, the transmission unit 212 determines whether the transmission is successful (step S13). When the transmission of the position information to the information processing apparatus 40 is successful (in the case of “YES” in step S13), the processing of this flow is ended.

  If the transmission is not successful (“NO” in step S13), the transmission unit 212 determines whether or not the number of failures is n or less (step S14). If the number of failures is not less than n times (in the case of “NO” in step S14), the transmission unit 212 ends the processing of this flow. The transmission unit 212 may temporarily store information indicating that the processing has ended abnormally in the memory 223 or the like.

  If the number of failures is n or less (“YES” in step S14), the transmission unit 212 adds 1 to the number of failures (step S15), and returns the process to step S12.

  FIG. 15 is a flowchart showing position information update processing in the information processing apparatus 40. When the position information reception unit 411 of the information processing apparatus 40 receives the position information transmitted from the transmission unit 212 of the mobile terminal 20, the process of this flow is started.

The position information receiving unit 411 updates the personnel information table 4211 (step S21). Specifically, the control unit 410 acquires information specifying the mobile terminal 20 together with the position information of the mobile terminal 20. The storage unit 420 stores information for identifying the mobile terminal 20 and a personnel ID in association with each other. The position information receiving unit 411 refers to the storage unit 420 based on the information specifying the mobile terminal 20 and specifies the personnel ID. The location information receiving unit 411 rewrites the personnel information table 4211 using the identified personnel ID and the location information acquired from the mobile terminal 20. The position information receiving unit 411 overwrites the position information 4211c corresponding to the specified personnel ID 4211a in the personnel information table 4211.

  Next, the position information receiving unit 411 determines whether or not the update of the personnel information table 4211 is successful (step S22). If the update is successful (“YES” in step S22), the process ends.

  If the update of the personnel information table 4211 is not successful (“NO” in step S22), the position information receiving unit 411 determines whether the number of failures is n or less (step S23).

  When the number of failures is not less than n times (in the case of “NO” in step S23), the display unit 417 displays an update failure (step S24) and ends the processing of this flow.

  If the number of failures is n or less (in the case of “YES” in step S23), the position information receiving unit 411 adds 1 to the number of failures and returns the process to step S21.

  Next, a series of processing when an operator receives a support request from a customer is explained.

  16 to 18 are flowcharts showing the flow of processing in the control unit 410. For example, when the operator accepts a support request from a customer by telephone or e-mail, the control unit 410 is activated by the operation of the operator, and the process is started.

  The request acquisition unit 412 receives information for specifying a customer (step S31). Specifically, the request acquisition unit 412 receives a base ID as customer specifying information that is information for specifying a customer and a base via the input device 431. The request acquisition unit 412 identifies a customer and a base based on the input information.

  Next, the display part 417 displays the information regarding a customer (step S32). Specifically, the display unit 417 refers to the support contract information table 4224 and identifies the support ID 4224c corresponding to the base ID 4224a acquired by the request acquisition unit 412. The display unit 417 refers to the support information table 4223, identifies the support content 4223b corresponding to the identified support ID 4223a, and displays it on the display 435. Further, the display unit 417 displays a support level 4224 d corresponding to the base ID 4224 a received by the request acquisition unit 412 in the support contract information table 4224 on the display 435.

  The operator refers to the display 435 and confirms the conditions related to the support, such as whether the product related to the support is within the scope of the support contract or whether the current time is within the support target time.

  Next, the request acquisition unit 412 accepts selection of presence / absence of support (step S33). Specifically, the request acquisition unit 412 receives information specifying the presence / absence of support via the input device 431.

  Next, the request acquisition unit 412 determines whether an input of “supported” has been received (step S34). If the request acquisition unit 412 determines that an input of “supported” has not been received (“NO” in step S34), the processing of this flow ends.

  When it is determined that the request acquisition unit 412 has received an input of “supported” (in the case of “YES” in step S34), the request acquisition unit 412 receives a selection as to whether or not there is a failure (step S35). Regarding support requests received from customers, in addition to being asked to respond when a failure occurs in the equipment handled by the customer, they are asked to respond to questions that can be handled by the operator, such as confirming the contents of the contract. There is a case. The request acquisition unit 412 receives information for specifying whether or not there is a “failure” via the input device 431.

  The request acquisition unit 412 determines whether or not the selection of “failure” has been received (step S36). Based on the information input to the input device 431, the request acquisition unit 412 determines whether a selection indicating “failure” has been received. If it is determined that the selection of “failure” has not been accepted (“NO” in step S36), the request can be handled by the operator, and the request acquisition unit 412 ends the processing of this flow.

  When selection of “failure” is accepted (“YES” in step S36), the display unit 417 displays an error message / log / request level input screen (step S37). The display unit 417 displays a screen that accepts input of an error message displayed on the device handled by the customer, a log displayed on the device handled by the customer, and a request level value.

  Next, the request acquisition unit 412 determines whether an error message input has been received (step S38). The request acquisition unit 412 determines whether an error message is input on the input screen displayed by the display unit 417.

  When the request acquisition unit 412 determines that an error message has been input (in the case of “YES” in step S38), the request acquisition unit 412 acquires a request level value (step S39). The request acquisition unit 412 refers to the message request level table 4231, specifies the same error message 4231b as the input error message, and acquires the request level value 4231c corresponding to the error message.

  When the request acquisition unit 412 determines that no error message has been input (in the case of “NO” in step S38), the request acquisition unit 412 determines whether or not log input has been received (step S40). The request acquisition unit 412 determines whether a log is input on the input screen displayed by the display unit 417.

  If the request acquisition unit 412 determines that a log has been input (“YES” in step S40), the request acquisition unit 412 acquires a request level value (step S41). Specifically, the request acquisition unit 412 refers to the log request level table 4232 and identifies the same log 4232b as the input log. The request acquisition unit 412 acquires a request level value 4232c corresponding to the specified log 4232b.

  When the request acquisition unit 412 determines that a log has not been input (in the case of “NO” in step S40), the request acquisition unit 412 determines whether an input of a request level value has been received (step S42). If there is no information regarding the log or error message in the information received from the customer, the operator inputs a numerical value in the field for inputting the requested level value on the display screen. The request acquisition unit 412 determines whether a request level value is input based on information input to the input device 431.

  If the request acquisition unit 412 determines that the input of the request level value has been received (“YES” in step S42), the request acquisition unit 412 acquires the request level value (step S43). The request acquisition unit 412 acquires the input request level value.

  If the request acquisition unit 412 does not determine that the input of the request level value has been received (in the case of “NO” in step S42), the display unit 417 determines whether an end instruction has been received (step S44). If it is determined that the display unit 417 has received an end instruction (“YES” in step S44), the display unit 417 ends the process of this flow.

  If the display unit 417 does not determine that an end instruction has been received (in the case of “NO” in step S44), the request acquisition unit 412 returns the process to step S38.

  Next, the personnel identification unit 414 identifies the personnel 10 having a skill equal to or higher than the request level value acquired by the request acquisition unit 412 (step S45). Specifically, the personnel identification unit 414 refers to the personnel skill level table 4213 and identifies the personnel ID 4213a of the personnel having the skill level 4213c equal to or higher than the request level value acquired by the request acquisition unit 412. The request acquisition unit 412 refers to the personnel information table 4211 and refers to the personnel ID 4211a corresponding to the identified personnel ID. Among the referred personnel IDs 4211a, the personnel ID 4211a in which the local available flag 4211d is recorded as “possible” is identified as a candidate personnel.

  When a plurality of types of level values are recorded in the personnel skill level table 4213, the candidate personnel are specified by adding the level values for each personnel 10.

  Next, the personnel identification unit 414 determines whether or not the request level value acquired by the request acquisition unit 412 is equal to or higher than a predetermined level (step S46). That the requirement level value is less than a certain value means that a higher capability is not required to respond to the customer's support request than when the requirement level value is high. In such a case, it is not uncommon for the personnel 10 to be able to solve the trouble that has occurred to the customer by providing a solution to the trouble by e-mail.

  Therefore, a threshold value is set in advance for the request level value, and if the request level value is equal to or greater than the threshold value, the personnel 10 is dispatched to the customer location because it is necessary to respond at the site where the customer is located. Try to respond on-site. If the requested level value is less than the threshold value, the customer 10 is instructed to respond to the customer by email from the worker 10.

  If the specified request level value is greater than or equal to the predetermined value (“YES” in step S46), the personnel identification unit 414 identifies the location information of the candidate personnel (step S47). Specifically, the personnel identification unit 414 refers to the personnel information table 4211, refers to the location information 4211c of each candidate personnel, and identifies the location information of the mobile terminal 20.

  Next, the required time calculation unit 413 calculates the arrival time (step S48). Specifically, the required time calculation unit 413 refers to the customer base information table 4222 and specifies the base ID 4222b corresponding to the base ID acquired by the request acquisition unit 412. The required time calculation unit 413 acquires the address 4222d of the base corresponding to the specified base ID 4222b.

  The required time calculation unit 413 calculates the travel time required from each mobile terminal 20 to the customer base based on the acquired address of the base and the position information of the mobile terminal 20. The travel time is calculated using a technique used for conventional travel time calculation, such as the technique disclosed in JP2013-003991A.

  Next, the display unit 417 displays a local staff selection screen (step S49). Specifically, the display unit 417 displays a display screen as shown in FIG. 19, for example. The display unit 417 creates a display screen using the map information stored in advance in the storage unit 420 or the map information acquired from the server connected via the network 30. The display unit 417 acquires map information from the storage unit 420 or an external server and displays it as map information 442 described later.

  FIG. 19 is a diagram illustrating an example of a display screen that displays the list information 441 and the map information 442.

  The display screen includes list information 441, map information 442, a confirmation button 443, and a cancel button 444.

  The map information 442 is information in which terminal information for specifying the mobile terminal 20 carried by the personnel 10 and the customer base are displayed on the map. The map information 442 displays a base 460 that is a customer base and terminal information 455, 456, 457, and 458 that are terminal information. In addition, the map information 442 displays a route 459 that is a moving route between the terminal information and the base 460. Hereinafter, customer bases will be collectively referred to as “customers”.

  The map information 442 displays a map within a predetermined distance with the customer at the center. In this case, the terminal information is displayed on the map when the mobile terminal 20 exists within the predetermined distance. The map information 442 may display map information in a range including a predetermined number of mobile terminals 20 with a customer at the center. In this case, the terminal information specifying the location of the customer and the predetermined number of mobile terminals 20 is always described on the map information 442, and the scale of the map changes depending on the number and positions of the mobile terminals 20.

  The terminal information described on the map information 442 is displayed so as to be selectable. The selected terminal information is displayed in a different color from other terminal information. As for display, the selected terminal information may be displayed separately from other terminal information.

  The list information 441 is information for displaying the terminal information in the order of the required time to the customer's location, and the terminal information related to each candidate personnel is displayed in a selectable manner. The list information 441 includes terminal information 451, 452, 453, and 454. In the terminal information displayed in the list information 441, information related to the mobile terminal 20 such as the name, required time, and moving means of the personnel 10 who carry the mobile terminal 20 according to the terminal information is specified.

  The display unit 417 refers to the personnel information table 4211 and displays the names of candidate personnel identified by the personnel identification unit 414 in the list information 441. Further, the display unit 417 displays the required time of the candidate personnel calculated by the required time calculation unit 413 in the list information 441. The display unit 417 displays the terminal information in the order of the required time when displaying the terminal information of the candidate personnel in the list information 441. The display unit 417 may display the terminal information in ascending order of required time, or may display the terminal information in the order of longest time.

  The moving means displayed in the terminal information on the list information 441 is a moving means searched using a conventional moving means search technique based on the location of the customer and the position information of the mobile terminal 20. A moving means may be set in advance for each person. For example, information that specifies that a person is moving in a company car may be stored in the staff information table 4211 in advance.

  In the list information 441, terminal information related to a predetermined number of mobile terminals 20 is displayed so as to be selectable. As for selection, selection may be accepted by checking a check box, or selection may be accepted by making the selected terminal information different in color from other terminal information.

  Note that the terminal information displayed in the list information 441 is not terminal information related to a preset number of mobile terminals 20, but terminal information corresponding to the terminal information displayed on the map information 442. May be.

  The description returns to the flowchart of FIG.

  Next, the selection reception part 415 receives selection of a local response person (step S50). The operator browses the map information 442 and the list information 441 displayed on the display unit 417, selects appropriate candidate personnel from the map information 442 or the list information 441, and inputs them using the input device 431. . The selection receiving unit 415 receives a selection of a local staff based on information input using the input device 431.

  In addition, the selection reception part 415 may receive selection of several terminal information from candidate personnel.

  Next, the notification unit 416 transmits an email to the selected local response staff (step S51). The notification unit 416 acquires the personnel ID of the selected local response personnel accepted by the selection accepting unit 415. The notification unit 416 refers to the personnel information table 4211 and identifies the mail address 4211b of the personnel ID 4211a corresponding to the acquired personnel ID. The notification unit 416 transmits a mail to the specified mail address 4211b. The transmitted mail is received by the notification receiving unit 213, and the person 10 who has seen the mail heads for the customer.

  Next, the selection receiving unit 415 changes the local availability flag 4211d (step S52). Specifically, the selection receiving unit 415 rewrites the local availability flag 4211d corresponding to the selected personnel 10 on the personnel information table 4211 from possible to impossible. Then, the process of this flow is complete | finished.

  Note that the rewriting of the on-site response flag 4211d by the selection receiving unit 415 may be performed prior to the notification unit 416 sending an email to the on-site staff.

  When the required level value specified by the personnel acquisition unit is less than the predetermined level value (in the case of “NO” in step S46), the personnel identification unit 414 narrows down candidate personnel (step S53). Specifically, the personnel identification unit 414 refers to the personnel information table 4211, identifies the personnel who can use the mail response flag 4211e among the candidate personnel, and sets them as new candidate personnel.

  Next, the display unit 417 displays a selection screen for mail-responsive personnel (step S54). Since the new candidate personnel are candidate personnel capable of mail correspondence, the display unit 417 displays a display screen for selecting the mail correspondence personnel from the new candidate personnel.

  Next, the selection accepting unit 415 accepts the selection of the mail correspondence staff (step S55). The operator browses the information regarding the new candidate personnel displayed on the display unit 417, specifies the email correspondence personnel corresponding to the customer's support request by email, and inputs it using the input device 431. The selection receiving unit 415 identifies a mail-compatible person based on information input using the input device 431.

  Next, the notification unit 416 transmits an e-mail to the specified e-mail correspondence staff (step S56).

  Next, the selection receiving unit 415 changes the mail correspondence flag 4211e (step S57). Specifically, when the number of questions that should be dealt with by email reaches the upper limit of the number that can be accepted by the personnel for the identified email correspondence personnel, the selection accepting unit 415 sends the email on the personnel information table 4211. The correspondence flag 4211e is rewritten from possible to impossible. Then, the process of this flow is complete | finished.

  According to this embodiment, the capability required for support is acquired as a required level value based on a support request from a customer, and personnel 10 that satisfy the required level value are displayed. When it is determined that on-site correspondence is necessary, the priority order is given in the order of arrival time to the customer at the time of display, and the personnel 10 is displayed as list information. Moreover, the map information which can list the present location of the personnel 10 is displayed together with the list information. As a result, it is possible to appropriately identify the personnel 10 having the ability necessary to respond to the customer's request.

  (First modification)

  Next, a first modification of the above embodiment will be described. In the first modification, the terminal information is displayed in different colors according to the attribute information of the personnel 10. Hereinafter, the difference from the above-described embodiment will be mainly described, and description of similar points will be omitted.

  FIG. 20 is a diagram illustrating an example of a display screen in the first modification.

  The list information 441 includes terminal information 461, 462, 463, and 464. The map information 442 includes terminal information 465, 466, 467, 468, a movement route 469 from the terminal information to the base, and the base 470.

  The personnel identification unit 414 acquires attribute information corresponding to the personnel ID related to the candidate personnel based on the attribute information 4211g of the personnel information table 4211. The attribute information to be acquired is, for example, the number of attendances in the current month. The display unit 417 displays the terminal information related to each candidate personnel in different colors according to the number of attendances in the current month. For example, the terminal information related to the personnel 10 whose number of attendances is 0 to 3 this month is blue, the terminal information related to the personnel 10 who is 4 to 6 times is yellow-green, and the terminal information related to the personnel 10 who is 7 to 9 times is yellow In addition, the terminal information is displayed in different colors according to the number of attendances in the current month, which is attribute information.

  For example, the terminal information 462, the terminal information 463, the terminal information 467, and the terminal information 468 are terminal information related to the personnel 10 whose number of attendances in the current month is smaller than that of other terminal information. The terminal information 462, terminal information 463, terminal information 467, and terminal information 468 are displayed in a color different from other terminal information on the list information 441 and the map information 442.

  Note that different display includes non-display according to the attribute. By hiding the terminal information, it is possible to prevent the terminal information from being selected depending on the attribute.

  According to the first modification, the operator who selects the local response personnel from the candidate personnel can determine the local response personnel according to the attribute information from the candidate personnel having the level value requested by the customer. it can. For example, even if the terminal device is not closest to the customer's location, it is possible to specify that the personnel 10 with a small number of attendances in the current month be dispatched to the customer.

  As described above, the attribute information may be information indicating the attribute of the personnel 10. For example, the attribute information may be information related to the working status of the personnel 10. If the attribute information is a value indicating the unit price of the personnel 10, the display can be varied according to the unit price of the personnel 10. Further, for example, the display can be changed according to the overtime hours of the personnel 10. Thereby, according to attribute information, such as a work situation of the personnel 10, a field response personnel can be specified appropriately.

  (Second modification)

  Next, a second modification of the above embodiment will be described. In the second modification, information for identifying a product related to support is acquired when a support request is received from a customer. The display unit 417 displays the terminal information related to the personnel 10 who can correspond to the identified product in a different color from the other terminal information. The product includes a “service” supported by the personnel 10.

  When receiving information specifying a customer, the request acquisition unit 412 acquires information specifying a support desired product that the customer wants to support. The personnel identification unit 414 identifies the candidate personnel, and identifies the personnel 10 who is in charge of the support desired product among the candidate personnel based on the product 4211f in the personnel information table 4211. The display unit 417 displays the terminal information related to the personnel 10 who is in charge of the support request product among the candidate personnel in a different color from the other terminal information. As for the product in charge, it does not mean that the product that is not in charge cannot be supported.

  Among the viewing information 441 and the map information 442, the terminal information related to the portable terminal 20 carried by the personnel 10 in charge of the support desired product is displayed in a color different from other terminal information.

  Note that a specific product name need not be recorded in the responsible product 4211f. For example, a company that provides support may classify products for which support is contracted, and the personnel 10 in charge of each classification may be set in advance. For example, the assigned product 4211f of the personnel information table 4211 records the classification such as A group and B group. The request acquisition unit 412 acquires information for specifying the classification based on the product related to the support request acquired from the customer. In this case, if the product for which the customer requested support is a product of the A group, the display unit 417 displays the terminal information related to the personnel 10 in charge of the A group in a different color from the other terminal information.

  Thereby, since the personnel 10 are distinguished and displayed according to the customer's support request, it is possible to appropriately identify the personnel 10 having the capability necessary for support and in charge of the support target product.

  Note that the selection receiving unit 415 may receive selection of a plurality of terminal information when selecting the terminal information related to the local staff from the terminal information related to the plurality of candidate personnel. It is the same. According to the present modification, it is particularly useful when a plurality of personnel 10 are dispatched to a customer and it is not always necessary that all the dispatched personnel 10 are in charge of a product for which support is desired. . Since whether or not the candidate personnel is in charge of the product for which support is desired is displayed in different colors, the terminal information related to the personnel 10 who is in charge of the support desired product and the terminal information related to the personnel 10 who are not in charge are displayed as necessary. Can be selected in combination.

  (Third Modification)

  Next, a third modification of the above embodiment will be described. In the above-described embodiment, the personnel 10 having a level value equal to or higher than the required level value is a candidate personnel, and the terminal information related to the candidate personnel is displayed in the list information and the map information. In the third modification, in addition to the terminal information related to the candidate personnel, the terminal information related to the personnel 10 having a level value less than the required level value is also displayed in the list information 441 and the map information 442.

  The request acquisition unit 412 acquires a request level value requested by a customer for support, and the personnel specification unit 414 specifies a personnel 10 having a level value equal to or higher than the requested level value as a candidate personnel. The display unit 417 arranges, as map information, terminal information related to the mobile terminals 20 of candidate personnel existing within a predetermined distance from the customer's location on the map. The display unit 417 displays the terminal information related to the personnel 10 together with the map information 442 when the personnel 10 that does not satisfy the required level value exists within the range described in the map information 442 displayed here. To do. In this case, the terminal information related to the personnel 10 that does not satisfy the required level value is displayed in a different color from the terminal information related to the candidate personnel.

  Further, in the above-described embodiment, the display unit 417 arranges the terminal information related to the candidate personnel in order from the shortest required time until the customer's location, and displays it as list information. In this modification, the required time calculation unit 413 calculates the required time to the customer's location for the personnel 10 recorded in the personnel information table 4211 regardless of the level value. The display unit 417 displays the terminal devices related to the personnel 10 who calculated the required time in the list information 441 in the order of the shortest required time. In this case, the terminal information related to the personnel 10 that does not satisfy the required level value is displayed in a different color from the terminal information related to the candidate personnel.

  This modification is particularly useful when an operator dispatches a plurality of personnel to a customer, and it is not always necessary for all the personnel to be dispatched to have a capability equal to or higher than the required level value. The display 435 displays the personnel 10 at a position close to the customer's location. The personnel 10 to be displayed is distinguished and displayed depending on whether or not it has a level value equal to or higher than the required level value requested by the customer. Thereby, it is possible to select personnel according to the customer's request as required.

  As mentioned above, although each embodiment and modification which concern on this invention have been demonstrated, this invention is not limited to the structure shown in the said embodiment and modification. With respect to these points, the gist of the present invention can be changed without departing from the scope of the present invention, and can be appropriately determined according to the application form.

  For example, in the above-described embodiment, when the personnel 10 have a plurality of types of skills, the level values relating to the respective types are added together for each personnel 10 and used to identify candidate personnel. However, it is also possible to acquire a skill type necessary for support from a customer and specify candidate personnel using a level value related to the acquired skill type.

  10: Personnel, 20: Mobile terminal, 30: Network, 40: Information processing device, 211: Location information acquisition unit, 212: Transmission unit, 213: Notification reception unit, 220: CPU, 221: Input device, 222: Network I / F, 223: Memory, 224: Auxiliary storage device, 225: GPS receiver, 226: Display, 410: Control unit, 411: Location information reception unit, 412: Request acquisition unit, 413: Required time calculation unit, 414: Employee identification unit, 415: selection reception unit, 416: notification unit, 417: display unit, 420: storage unit, 421: personnel information storage region, 422: customer information storage region, 423: request level storage region, 430: CPU, 431: input device, 432: network I / F, 433: memory, 434: auxiliary storage device, 435: display, 441: list information, 42: Map information, 443: Confirm button, 444: Cancel button, 445: Terminal information, 446: Terminal information, 4211: Staff information table, 4212: Skill information table, 4213: Staff skill level table, 4221: Customer information table, 4222: Customer base information table, 4223: Support information table, 4224: Support contract information table, 4231: Message request level table, 4232: Log request level table

Claims (11)

A location information receiving unit that receives location information of the mobile terminal;
A first storage unit that stores information identifying the portable terminal in association with a personnel level value that is a value indicating a level of the personnel carrying the portable terminal;
A request acquisition unit for acquiring a request level value requested by a customer and the location of the customer;
A personnel identifying unit that identifies the personnel whose personnel level value is greater than or equal to the required level value;
A display unit that displays the location of the customer acquired by the request acquisition unit as map information on a map;
The said display part is based on the said positional information which the said positional information reception part received the terminal information which specifies the said portable terminal which the said personnel specified by the said personnel specific part carries, The said portable terminal on the said map An information processing apparatus characterized by being displayed at a position. The information processing apparatus according to claim 1,
A required time calculation unit for calculating a travel time between the personnel and the customer based on the location information and the location;
In addition to the map information, the display unit displays the terminal information associated with the personnel level value equal to or higher than the required level value as list information in order of the length of the travel time. Processing equipment. An information processing apparatus according to claim 2,
The said display part displays the said terminal information including the movement means when the said staff goes to the said customer's location, and the said travel time on the said list information, The terminal device characterized by the above-mentioned. An information processing apparatus according to any one of claims 1 to 3,
A second storage unit for storing the request level value in association with a log and a message;
The request acquisition unit receives a log or a message from a customer, refers to the second storage unit, and acquires the request level value associated with the log or the message. An information processing apparatus according to any one of claims 1 to 4,
The first storage unit stores attribute information of personnel carrying the mobile terminal in further correspondence with the terminal information,
The information processing apparatus, wherein the display unit displays the terminal information related to the portable terminal carried by the personnel in accordance with the attribute information. The information processing apparatus according to claim 5,
The request acquisition unit further acquires service type information specifying a type of service used by the customer,
The first storage unit stores, as the attribute information, information that identifies a type of service handled by a person carrying the mobile terminal.
The display unit displays the terminal information relating to the mobile terminal carried by the personnel in charge of the type specified by the service type information different from other terminal information. apparatus. An information processing apparatus according to any one of claims 1 to 6,
The display unit further displays the terminal information associated with the personnel level value less than the required level value different from the terminal information associated with the personnel level value equal to or higher than the requested level value. An information processing apparatus characterized by:
An information processing apparatus according to any one of claims 1 to 7,
A selection receiving unit for receiving selection of the terminal information displayed on the display unit;
A notification unit for notifying the mobile terminal according to the selected terminal information;
An information processing apparatus comprising: A support system comprising a mobile terminal and an information processing device connected via a network,
The portable terminal is
A transmission unit for transmitting position information to the information processing apparatus;
The information processing apparatus includes:
A first storage unit for storing personnel level values in association with each other;
A request acquisition unit for acquiring a request level value requested by a customer and the location of the customer;
A personnel identifying unit that identifies personnel whose personnel level value is greater than or equal to the required level value;
The location of the portable terminal carried by the personnel identified by the personnel identification unit is displayed as map information on a map based on the location information, and the location of the customer acquired by the request acquisition unit is displayed. A display unit for displaying on the map;
A support system comprising: A support method using an information processing apparatus including a storage unit,
The information processing apparatus includes:
A location information reception procedure for receiving location information of the mobile terminal;
A request acquisition procedure for acquiring a request level value requested by a customer and the location of the customer;
Referring to a storage unit that stores information in which a terminal level specifying the mobile terminal is associated with a staff level value that is a value indicating a level of a person carrying the mobile terminal, the staff level value is the requested level value. A personnel identification procedure for identifying the personnel as described above;
The location of the portable terminal carried by the personnel identified in the personnel identification procedure is displayed as map information on a map based on the location information received in the location information reception procedure, and acquired in the request acquisition procedure. A display procedure for displaying the location of the registered customer on the map;
A support method characterized by executing An information processing apparatus program,
A location information reception procedure for receiving location information of the mobile terminal;
A request acquisition procedure for acquiring a request level value requested by a customer and the location of the customer;
Referring to a storage unit that stores information in which a terminal level specifying the mobile terminal is associated with a staff level value that is a value indicating a level of a person carrying the mobile terminal, the staff level value is the requested level value. A personnel identification procedure for identifying the personnel as described above;
The location of the portable terminal carried by the personnel identified in the personnel identification procedure is displayed as map information on a map based on the location information received in the location information reception procedure, and acquired in the request acquisition procedure. A display procedure for displaying the location of the registered customer on the map;
The information processing apparatus executes the program.

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