JP2021005852A - Terminal device, communication system, communication method, and program - Google Patents

Abstract

To provide a communication system that can perform an evaluation on the occurrence of a loss of an opportunity for a telephone conversation.SOLUTION: A terminal device 70 communicates with a terminal device 10 operated by an operator via a network, and has a receiving unit 71 that receives feature information on the feature of the operator from the terminal device, an image output unit 77 that displays a list of the predetermined feature information on a screen, an operation input receiving unit 72 that receives selection of the feature information from the screen, and an evaluation information creation unit 74 that, when an operator corresponding to the feature information received by the operation input receiving unit cannot talk over a telephone, creates evaluation information for evaluating a loss of an opportunity for a telephone conversation.SELECTED DRAWING: Figure 1

Description

The present invention relates to terminal devices, communication systems, communication methods, and programs.

A communication system that enables remote users to perform remote communication such as meetings by transmitting and receiving images and sounds to and from a remote terminal device, displaying the images on a display and outputting the sounds from a speaker is known. Has been done. Each terminal device has a camera, a microphone, a display, and a speaker. The image captured by the camera is displayed on the display of the terminal device of the communication partner, and the voice acquired by the microphone is output from the speaker of the terminal device of the communication partner. By using such a communication system, for example, an operator in a call center can make a call (for example, customer service) by looking at the face of a guest who has come to the store, and the guest can also see the face of the operator and receive an explanation.

A technique for managing the customer service status has been devised (see, for example, Patent Document 1). In Patent Document 1, whether the customer is serving customers based on the retention information of the customer or the person including the customer from the voice and the video, the retention information of the person, the retention information of the customer, and the detection result of the utterance. A system for determining whether or not it is disclosed is disclosed.

However, with the conventional technology, it is not possible to evaluate whether or not a call opportunity loss has occurred due to the absence of an operator, during a call, etc., and if so, how much opportunity loss has occurred. There was a problem.

In view of the above problems, an object of the present invention is to provide a communication system capable of evaluating the occurrence of loss of call opportunity.

In view of the above problems, the present invention is a terminal device that communicates with a terminal device operated by an operator via a network, and has a receiving unit that receives feature information about the characteristics of the operator from the terminal device operated by the operator in advance. An image output unit that displays a defined list of the feature information on the screen, an operation input reception unit that accepts the selection of the feature information from the screen, and an operator corresponding to the feature information received by the operation input reception unit. It is characterized by having an evaluation information creating unit that creates evaluation information for evaluating the opportunity loss of a call when a call cannot be made.

It is possible to provide a communication system capable of evaluating the occurrence of loss of call opportunity.

It is a figure which shows an example of the screen of the terminal device operated by a guest. It is a schematic block diagram of an example of a communication system. It is a hardware configuration diagram of an example of a terminal device. It is a hardware configuration diagram of an example of a management system. It is a software configuration diagram of an example of a terminal device. It is a functional block diagram of an example of a terminal device and a management system which a communication system has. It is a figure which shows an example of the destination management DB, the presence management DB, and the destination management DB. It is a figure which shows an example of the missed opportunity number management DB, the waiting number management DB, and attendance schedule management DB. It is a sequence diagram which shows an example of the process which a terminal device logs in to a management system. It is a figure which shows an example of the reception screen. It is a sequence diagram which shows an example of the process of transmitting presence information. It is a flow chart which shows an example of the process which manages the presence for each feature. It is a sequence diagram which shows an example of the process which starts a communication. It is a figure which shows an example of the screen of the feature list displayed when the presence management table is in the state of Table 2. It is a sequence diagram which shows an example of the process which establishes communication between a terminal device. It is a figure which shows the display example of a message. It is a figure which shows an example of the selection screen of the item of a major classification. It is a figure which shows an example of the in-call screen displayed when the item of "Tohoku" or "Kyushu" is selected in the feature list shown in FIG. It is a figure which shows an example of the absence screen displayed when the item of "San'in Sanyo" is selected in the feature list shown in FIG. This is an example of a sequence diagram showing a procedure in which a communication system measures the number of missed moments (No. 1). This is an example of a sequence diagram showing a procedure in which a communication system measures the number of missed moments (No. 2). It is a figure which shows an example of the attendance schedule screen. It is a figure which shows typically the pressure sensor of an example which detects sitting and leaving. It is a figure which shows an example of the special machine number display screen displayed by the management terminal. It is a functional block diagram of an example of a terminal device and a management system included in a communication system (Example 2). This is an example of a sequence diagram showing a procedure in which a communication system measures the number of missed machines (Example 2 and 1). This is an example of a sequence diagram showing a procedure in which a communication system measures the number of missed machines (Examples 2 and 2). It is a functional block diagram of an example of a terminal device and a management system included in a communication system (Example 3). It is a conceptual diagram of an example which shows the selectivity management table stored in the selectivity management DB. This is an example of a sequence diagram showing a procedure in which a communication system updates a selectivity. This is an example of a sequence diagram showing a procedure in which a communication system measures the number of missed machines (Example 3 and 1). This is an example of a sequence diagram showing a procedure in which a communication system measures the number of missed machines (Examples 3 and 2).

Hereinafter, an example of a mode for carrying out the present invention will be described with reference to the drawings about the communication system and the communication method performed by the communication system.

<Outline of operation of communication system>
First, the outline of the operation of the communication system of the present embodiment will be described with reference to FIG. FIG. 1 shows an example of a screen of the terminal device 70 operated by the guest G. In FIG. 1, as an example, a communication system is introduced in a customer service of a travel agency, and a terminal device 70 is arranged in the store of the travel agency. When the guest G selects the destination area he / she wants to go to in order to consult with the operator of the travel agency, communication is connected with the operator in charge of that area, and the guest G can remotely communicate with the operator.

In FIG. 1, a list 110 of area names is displayed on the screen as an item selected by guest G. The communication system manages the presence of the operator in charge of the area in advance. Presence is the operator's state as to whether or not a call is possible. When there is no operator who can start a call, the terminal device 70 displays the item name with low brightness as an example. However, even if there is no operator who can start a call, the item name may be displayed in the same manner as the item which has an operator who can start a call.

When the guest G presses an item for which there is no operator capable of starting a call, the communication system increases the number of missed times of the item by one. The number of missed occasions is the number of times that the guest G misses the opportunity to serve customers because there is no operator who can start the call even though he / she wants to make a call with the operator.

As shown in FIG. 1A, for example, when the operator in charge of the "San'in region" 110f cannot start a call and the guest G selects the "San'in region" 110f, the communication system is a special device in the San'in region. Increase the number of times by one. By doing this, it is possible to measure the number of missed occasions for each item, and as a travel agency, it is possible to evaluate whether there was an opportunity loss that missed the opportunity to serve customers, and if so, how much opportunity loss occurred. ..

It is conceivable that guest G does not select an item for which there is no operator who can start a call because it is displayed in low brightness, but in this case as well, the communication system can measure the number of missed times. In FIG. 1B, since there is no operator who can start a call in the three areas of "Kanto" 110c, "Kinki" 110e, and "Kyushu" 110h, each item is displayed with low brightness. Guest G would like to discuss any of the three regions with the operator, but which items were also not selected for the operator does not have.

In this case, the communication system increases the number of missed occasions of "Kanto" 110c, "Kinki" 110e, and "Kyushu" 110h by 1/3 when the guest G changes the screen. In other words, since it is unknown which region operator G wanted to talk to among "Kanto" 110c, "Kinki" 110e, and "Kyushu" 110h, the number of missed occasions in each region is increased by 1/3. By doing so, even if the guest G does not select an item, the number of missed events can be measured.

As described above, in the communication system of the present embodiment, the communication system can evaluate the opportunity loss that missed the opportunity of customer service regardless of whether the guest G selects the item or not.

<Terminology>
The characteristic information regarding the characteristics of the operator is a field of customer service that the operator can take charge of. For travel agencies, for example, region, language, or tour course. Characteristic information may be referred to as skills, skills, qualifications, etc.

The state regarding whether or not the operator can make a call is whether or not the guest can be served. In this embodiment, it is described by the term presence, and this state may be, for example, during a call or absent. There may be other states.

Evaluation means estimating the degree. In the case of evaluation of opportunity loss, it means to create a value that is an index of whether or not opportunity loss has occurred, and if so, how much opportunity loss has occurred. In the present embodiment, the term “number of misses” will be used.

<System example>
FIG. 2 is a schematic configuration diagram of an example of the communication system 100 of the present embodiment. As shown in FIG. 2, the communication system 100 of the present embodiment includes a plurality of terminal devices 10, 70, one or more relay devices 30, and one or more management systems 50 installed at each base. Here, the base is the place where the activity is based. The location of the terminal devices 10 and 70 or the location of the user is the base. FIG. 2 shows three bases (call center 8, store 7X, and store 7Y).

Terminal devices 10a to 10d are arranged in the call center 8, terminal devices 70x are arranged in the store 7X, and terminal devices 70y are arranged in the store 7Y. These numbers are not limited to the numbers shown. Further, any terminal device among the plurality of terminal devices 70x and 70y is referred to as "terminal device 70", and any terminal device among the plurality of terminal devices 10a to 10d is referred to as "terminal device 10". Of the plurality of stores 7X and 7Y, any store is represented as "store 7".

The call center 8 is a department that responds to inquiries from guests. A person who responds to an inquiry at the call center 8 is referred to as an operator in the present embodiment. It may be referred to as a concierge, explainer, instructor, or advisor. In addition, the store 7 is a facility for conducting business. There is a pamphlet of the actual product or service that guests can visit. For example, a travel agency, a bank, a hospital, etc. can be considered, but any facility visited by the user may be used. A guest who visits the store 7 operates a terminal device 70 arranged in advance to start a video conference with the terminal device 10 of the call center 8. By doing so, the number of clerk resident in the store 7 can be minimized, and a highly specialized clerk and a guest in each place can have a video conference.

In FIG. 2, the terminal device 10 for the operator is arranged in the call center 8, but the terminal device 10 for the operator may be arranged in the store 7. For example, when the store 7 is in a quiet state, the staff of the store 7 can handle it as an operator. As described below, since the terminal devices 10 and 70 may be general information processing devices, the operator and guest can be switched by the application software (application software for video conferencing).

The terminal devices 10 and 70 may be general information processing devices such as a PC (Personal Computer). It may be a dedicated terminal. Application software for operators is installed in the terminal device 10, and application software for guests is installed in the terminal device 70. Therefore, the attribute information of each terminal device 10 and 70 is determined by the application software. In this way, the attribute information may be determined by the application software, or the attribute information may be determined by the communication ID described later. In this case, the terminal devices 10 and 70 can use the table in which the attribute information is associated with the communication ID.

Since the terminal devices 10 and 70 are general information processing devices, they can execute software such as a presentation and a browser in addition to the application software for video conferencing. The terminal devices 10 and 70 include a tablet terminal, a smartphone, a PDA (Personal Digital Assistant), and the like, in addition to a PC. However, it suffices if the application software can be executed. For example, a car navigation device, a television receiver, a digital signage terminal, an electronic blackboard, a projector, or the like may be used. Further, the terminal devices 10 and 70 do not have to be the same type of information processing device.

A dedicated terminal device dedicated to video conferencing may be used for the terminal devices 10 and 70. As one form, there is a dedicated terminal device that logs in to the management system 50 and transmits / receives video and audio only by turning on the power.

The communication system 100 of the present embodiment will be described as being applied to video conferencing. However, the communication system 100 is also applied to a communication system or a data communication system. Further, the communication system 100 includes a data providing system that transmits image data or audio data in one direction from one terminal device 10 to a plurality of terminal devices 10 via a server. In addition, video conferencing may be referred to as video conferencing. In addition to video conferencing, it may be called remote conferencing, remote counseling, remote consulting, etc. Three or more terminal devices 70 can communicate at the same time.

The terminal device 10, the management system 50, and the relay device 30 are connected to the communication network 1 or 2. The communication network 1 may be a general network such as a LAN (Local Area Network), WiFi (Wireless Fidelity), or the Internet. For example, a dedicated line such as Wide Area Ethernet (registered trademark) or VPN (Virtual Private Network) may be included. In the case of wireless communication, the terminal device connects to the communication network 2 (mobile communication network) using the base station 2a as an access point. The communication network 2 includes locations where wireless communication such as 3G, 4G, LTE (Long Term Evolution), 5G, and Bluetooth (registered trademark) is performed. Communication networks 1 and 2 are connected by a gateway.

In the communication system 100 of the present embodiment, a plurality of terminal devices 10 and 70 transmit and receive image data (including still images and moving images, which may also be referred to as video data) and audio data via the relay device 30. Do. At this time, a management information session for transmitting and receiving various management information is established between the plurality of terminal devices 10 and 70 via the management system 50. Further, a data session for transmitting and receiving image data and audio data is established between the plurality of terminal devices 10 and 70 via the relay device 30. Here, in particular, the image data transmitted / received in the data session is scalable encoded data, for example, high-quality video encoded data, medium-quality video encoded data, and low-quality video. The coded data is transmitted and received on different channels.

As a function of the video conferencing, the terminal devices 10 and 70 transmit the image data captured by the camera (imaging device), the audio data collected by the microphone, and the material data used for explanation and the like through the relay device 30 for the video conferencing. There is a function to transmit to the terminal devices 10 and 70 of other bases participating in. Further, the handwritten information can be transmitted to the terminal devices 10 and 70 at other bases. Further, there is a function of displaying image data, material data and handwritten information received from terminal devices 10 and 70 of other bases on a display and outputting the received audio data from a speaker. Image data, material data, handwritten information, and audio data may be collectively referred to as content data.

When the video conference is started, the terminal devices 10 and 70 transmit image data, audio data, material data and handwritten information to the relay device 30, and the relay device 30 is another terminal participating in the video conference. Image data, audio data, material data and handwritten information are transmitted to the device. Further, the terminal devices 10 and 70 receive image data, audio data, material data, and handwritten information from the other terminal device 10 via the relay device 30.

The management system 50 manages the communication IDs of the terminal devices 10 and 70, and functions as a call control server that performs call control such as starting a session between two or more terminal devices when an incoming call is received. Since the management system 50 is a server, it has a function of an information processing device. Call control refers to a series of processes for making or disconnecting a call, such as making a call to start communication, receiving an incoming call, answering an incoming call, and disconnecting communication. In addition, in many cases, authentication, search, and life and death monitoring of terminal devices 10 and 70 are also performed. Further, the management system 50 also manages a database necessary for controlling the communication system 100 such as authentication information of the terminal devices 10 and 70.

The relay device 30 is a server (information processing device) that relays image data, audio data, material data, and handwritten data from the terminal devices 10 and 70 at one base to the terminal devices 10 and 70 at the other base. The management system 50 monitors the band of the communication network 2 and the communication load of the relay device 30, and allocates an appropriate relay device 30 to the terminal devices 10 and 70.

The management terminal 40 is an information processing device used by store managers and the like. Browser software is running on the management terminal 40, and the number of missed moments can be displayed. The management terminal 40 may be operated by browser software such as a PC, a tablet terminal, a smartphone, or a PDA.

<Hardware configuration example>
<< Terminal equipment >>
FIG. 3 is a hardware configuration diagram of an example of the terminal devices 10 and 70. As shown in FIG. 3, the terminal devices 10 and 70 include a CPU 701 that controls the operation of the entire terminal device, a ROM (Read Only Memory) 702 that stores a program, a RAM 703 that is used as a work area of the CPU 701, and a CPU 701. The subject is imaged according to the control of the HDD (Hard Disk Drive) 704 that reads or writes data according to the control of the above, the media I / F707 that controls reading or writing (storage) of data to the recording medium 706 such as a flash memory, and the CPU 701. It is equipped with cameras 712a and 712b for obtaining image data.

The HDD 704 stores an operating system (OS) executed by the CPU 701, other programs, and various data. Further, the cameras 712a and 712b are charge coupling elements that convert light into electric charges and digitize the image of the subject. The cameras 712a and 712b may be CMOS (Complementary Metal Oxide Semiconductor) sensors or CCD (Charge Coupled Device) sensors. There may be three or more cameras 712a and 712b. Any camera among the cameras 712a and 712b is referred to as "camera 712".

Further, the terminal devices 10 and 70 use a microphone 714 that converts sound into a sound signal, a speaker 715 that converts sound signal into sound, an antenna 711a, and a wireless communication signal using the antenna 711a to connect with the nearest base station 2a. Communication unit 711 that communicates, display 720 such as liquid crystal or organic EL that displays images of subjects and various icons, etc., mounted on this display 720, composed of pressure-sensitive or electrostatic panels, fingers, touch pens, etc. It is provided with a touch panel 721 that detects a touch position on the display 720 by touching with a speaker, and a bus line 710 such as an address bus or a data bus for electrically connecting each of the above parts.

Further, in FIG. 3, although there is one microphone 714 and speaker 715, there may be two or more microphones 714 and speaker 715.

<< Management system >>
FIG. 4 is a hardware configuration diagram of an example of the management system 50. The management system 50 is for the CPU 201 that controls the operation of the entire management system 50, the ROM 202 that stores programs used for driving the CPU 201 such as the IPL (Initial Program Reader), the RAM 203 that is used as the work area of the CPU 201, and the management system 50. HD204 that stores various data such as programs of the above, HDD205 (Hard Disk Drive) that controls reading or writing of various data to HD204 according to the control of CPU201, reading or writing (storage) of data to recording media 206 such as flash memory Control media I / F207, display 208 that displays various information such as cursors, menus, windows, characters, or images, network I / F209 for data communication using communication network 2, characters, numerical values, and various instructions. Keyboard 211 with multiple keys for input such as, mouse 212 for selecting and executing various instructions, selection of processing target, movement of cursor, etc., CD-ROM 213 (Compact) as an example of removable recording medium A CD-ROM drive 214 that controls reading or writing of various data to (Disc Read Only Memory), and an address bus, data bus, etc. for electrically connecting each of the above components as shown in FIG. The bus line 210 is provided.

Since the relay device 30 or the management terminal 40 has the same hardware configuration as the management system 50, the description thereof will be omitted.

<Application software>
FIG. 5A is a software configuration diagram of the terminal device 10 according to the embodiment. Application software A1 for operators is installed in the terminal device 10. As shown in FIG. 5A, the OS 1020 and the application software A1 for the operator operate on the work area 1010 of the RAM 703 of the terminal device 10. Of these, OS 1020 is basic software that provides basic functions and manages the entire terminal device 10. The application software A1 for the operator is an application for communicating with other terminal devices 10 and 70.

FIG. 5B is a software configuration diagram of the terminal device 70 according to the embodiment. Application software A7 for guests is installed in the terminal device 70. As shown in FIG. 5B, the OS 1020 and the guest application software A7 operate on the work area 1010 of the RAM 703. Of these, OS 1020 is basic software that provides basic functions and manages the entire terminal device 70. The guest application software A7 is an application for communicating with other terminal devices 10 and 70.

However, the functions of the guest application software A7 are limited to those of the operator application software A1. This is because of the design policy that the operator should perform the operation in principle and the guest should perform only the minimum operation. As an example, the operations that the guest can perform are as follows.
1. 1. Pressing the operator's call button 2. Volume control of speaker 715 3. Switching the display / non-display of the image of the own base The communication protocol of the application software is (1) SIP (Session Initiation Protocol), (2) H.323, (3) SIP extended protocol, (4) Examples include the instant messenger protocol, (5) the protocol using the SIP MESSAGE method, (6) the Internet Relay chat protocol (IRC (Internet Relay chat)), and (7) the protocol that extends the instant messenger protocol. Of these, (4) instant messenger protocols are, for example, (4-1) XMPP (Extensible Messaging and Presence Protocol), or (4-2) ICQ (registered trademark), AIM (registered trademark), or Skype (registered). It is a protocol used in (trademark) and the like. (7) A protocol that extends the instant messenger protocol is, for example, Jingle.

<About functions>
FIG. 6 is a functional block diagram of an example of the terminal devices 10, 70, and the management system 50 included in the communication system 100 of the present embodiment. Since the relay device 30 only relays image data, its function is omitted in FIG.

<< Functional configuration of terminal device >>
Hereinafter, the functions of the terminal device 10 used by the operator of the call center 8 and the functions of the terminal device 70 used by the guest who visited the store 7 will be described. The difference in this function is the difference in application software. However, the functions may be different if the terminal device of the call center 8 and the terminal device of the store 7 execute the same application software and prepare an operation that can be executed only by the operator by authentication.

・ Call center terminal device 10 (an example of the first terminal device)
The terminal device 10 of the call center 8 includes a transmission / reception unit 11, an operation input reception unit 12, an activation unit 13, an image output unit 17, an imaging unit 18, a voice output unit 19, a voice acquisition unit 20, and a storage / reading processing unit 29. Have. Each of these parts has a function realized by operating any of the components shown in FIG. 3 by a command from the CPU 701 according to the application software A1 for the operator developed on the RAM 703 from the HDD 704. It is a means.

Further, the terminal device 10 has a RAM 703 shown in FIG. 3 and a storage unit 1000 constructed by the HDD 704. The storage unit 1000 stores the application software A1 for the operator downloaded from the management system 50 or the like, and temporarily holds image data, audio data, material data, and handwritten information. The attribute information (operator) set by the application software A1 for the operator is also stored.

Further, the storage unit 1000 stores a communication ID (Identification) for identifying the terminal device 10, a password, and the like. ID is an abbreviation for Identification and means an identifier or identification information. An ID refers to a name, a code, a character string, a numerical value, or a combination of one or more of these, which is used to uniquely distinguish a specific object from a plurality of objects. The same applies to other IDs.

The transmission / reception unit 11 transmits / receives various data (or information) to the management system 50 and the relay device 30 (communicate with another terminal device 10 via these) via the communication network 2. The transmission / reception unit 11 starts receiving state information indicating the state of each terminal as a candidate for a communication partner from the management system 50 before starting a call with a desired destination terminal.

The operation input receiving unit 12 receives various inputs to the terminal device 10 by the operator of the call center 8. For example, when the user turns on the power switch, the operation input receiving unit 12 receives the power on and notifies the starting unit 13.

The activation unit 13 activates the terminal device 10 by turning on the power. For example, IPL is executed to read the application software A1 for the operator of the storage unit 1000 and transfer it to the RAM 703 of FIG. Further, the activation unit 13 performs processing such as logging in the terminal device 10 to the management system 50 by causing the CPU 701 to execute the application software A1 for the operator.

The image output unit 17 controls to send the image data, the material data, and the handwritten information transmitted from the relay device 30 to the display 720. Further, the image output unit 17 causes the display 720 to display various screens.

The imaging unit 18 converts the imaging data obtained by imaging the subject with the cameras 712a and 712b into predetermined image data and outputs the image data. The image pickup unit 18 can output an image by switching between cameras 712a and 712b.

The audio output unit 19 reproduces and outputs the audio data transmitted from the relay device 30 from the speaker 715.

The voice acquisition unit 20 converts the operator's voice into a voice signal by the microphone 714, and then converts the voice signal into predetermined voice data and outputs the voice signal.

The storage / reading processing unit 29 performs a process of storing various data in the storage unit 1000 and reading various data stored in the storage unit 1000.

・ Store terminal device 70 (an example of the second terminal device)
The terminal device 70 of the store 7 includes a transmission / reception unit 71, an operation input reception unit 72, an activation unit 73, an evaluation information creation unit 74, a totaling unit 75, a missed number transmission unit 76, an image output unit 77, an imaging unit 78, and a voice output unit. It has 79, a voice acquisition unit 80, a state management unit 81, a transmission control unit 82, a person recognition unit 83, an expected waiting time providing unit 84, an attendance schedule providing unit 85, and a storage / reading processing unit 89. In these explanations, the difference from the terminal device 10 for a call center will be mainly described.

The evaluation information creation unit 74 creates evaluation information for evaluating the opportunity loss of a call. The evaluation information is, for example, the number of times the lost opportunity of a call is measured. For example, the number of misses is measured for each item so that the number of misses is not counted repeatedly until the guest leaves the seat (during the customer service of one guest). To measure means to count, to count, to count, and so on. The number of missed occasions does not always increase by one.

The totaling unit 75 totals the number of missed occasions per unit time. For example, if the total is calculated every hour, the number of missed occasions for each item is totaled for each guest who has served customers during the hour. The date and time are associated with the number of missed machines (the terminal device 70 may be associated or the management system 50 may be associated). The unit of aggregation is not limited to one hour, but may be a minute unit, a several hour unit, or the like. Further, instead of counting regularly, for example, counting may be performed when the guest leaves the seat.

The missed machine number transmission unit 76 transmits the missed machine count transmitted by the totaling unit 75 to the management system 50. The timing of transmission may be the same as the timing of aggregation, or may be later than the timing of aggregation. You may send the total result of several times at once.

The state management unit 81 manages the presence of the destination candidate (operator) based on the presence information that is realized by the instruction from the CPU 701 and is sent from the terminal device 10.

The transmission control unit 82 is realized by an instruction from the CPU 701, and controls transmission of a call start request to the destination candidate based on the state of the destination candidate.

The person recognition unit 83 determines whether or not the same person (same guest) is continuously talking to the operator. If the guest is in front of the cameras 712a and 712b, the imaging unit 78 captures the guest's face from the guest's seating to leaving. After the guest is seated, the person recognition unit 83 recognizes the face, extracts facial feature points, and then periodically compares the facial feature points imaged by the imaging unit 78 with the same person. To determine if you are talking. The feature points include, for example, eyeballs, nostrils, corners of the mouth, eyebrows, contours, and the like. Each shape is represented by a sequence of points and the shapes are compared for each part, and the relative positions between parts are compared. The person recognition unit 83 is one of the absentee detection units.

When the guest selects an item in charge of the operator who is in a call, the estimated waiting time providing unit 84 provides the guest with an estimated waiting time until the operator of the item can talk (display or output voice). .. The management system 50 manages the number of people waiting for each item corresponding to the characteristic information of the operator, and the expected waiting time is determined by the number of people waiting. The number of people waiting may be displayed.

Further, the expected waiting time providing unit 84 transmits a waiting request to the management system 50 according to the operation of the guest, and notifies the management system 50 of the cancellation of the waiting when the guest leaves the seat. The management system 50 manages the number of guests who have applied for waiting.

When the guest selects an item in charge of an operator who is absent, the attendance schedule providing unit 85 displays the scheduled attendance date of the operator in charge of the item. The attendance schedule of the operator is managed by the management system 50.

In addition to the attribute information (guest) 7004, the destination management DB 7001, the presence management DB 7002, and the destination management DB 7003 are constructed in the storage unit 7000 of the terminal device 70 of the store 7.

FIG. 7A shows an example of the destination management table stored in the destination management DB 7001. In the destination management table, the communication ID of the terminal device 10 of the operator, which is a destination candidate, the presence indicating the state of the destination candidate, and the feature information indicating the characteristics of the destination candidate are managed in association with each other. This feature information is an abbreviation for the item. The communication ID is information for specifying a communication destination in the communication system 100. The communication ID is not particularly limited, and includes, for example, identification information of the terminal devices 10 and 70, user identification information of the terminal devices 10 and 70, an e-mail address, and the like. The details of the presence will be described later.

FIG. 7B is a conceptual diagram showing a presence management table stored in the presence management DB 7002 (an example of the state management information storage unit). In the presence management table, feature information indicating a feature of a destination candidate, a presence that integrates each presence of each destination candidate of the feature, and a communication ID of a terminal device 10 of a presence "online" that can make a call among the destination candidates of the feature. The communication ID of the terminal device 10 of the presence "chat" during a call is associated and managed among the destination candidates of the characteristics. The process of integrating each presence of each destination candidate to generate a characteristic presence will be described later.

FIG. 7C is a conceptual diagram showing a destination management table stored in the destination management DB 7003. The terminal device 70 is used by the guest and the terminal device 10 is used by the operator. The terminal device 70 can transmit a call start request to a plurality of terminal devices 10 at the same timing. The destination management table manages the communication ID of the destination terminal device 10 of the destination of the current call start request by the terminal device 70. The number of communication IDs managed in the destination management table varies depending on the process of transmitting the call start request and the process of canceling the call start request by the terminal device 70.

<Functional configuration of management system>
It will be described back to FIG. The management system 50 includes a transmission / reception unit 51, an authentication unit 52, a management unit 53, a session control unit 54, a missed machine count management unit 55, a waiting number management unit 56, a screen information generation unit 57, a schedule management unit 58, and a storage / reading process. It has a part 59. Each of these parts is a function realized by operating any of the components shown in FIG. 4 by an instruction from the CPU 201 according to a program for the management system 50 developed on the RAM 203 from the HD 204. is there. Further, the management system 50 has a storage unit 5000 constructed by HD204. Further, in the storage unit 5000, each DB is constructed by each table as shown below.

FIG. 7D is a conceptual diagram showing an authentication management table stored in the authentication management DB 5001. In the authentication management table, a password for authentication is associated and managed for each communication ID of all the terminal devices 10 and 70 managed by the management system 50.

FIG. 7E is a conceptual diagram showing a terminal management table stored in the terminal management DB 5002. In the terminal management table, the IP addresses of the terminal devices 10 and 70 are associated and managed for each communication ID of the terminal devices 10 and 70.

FIG. 8A is a conceptual diagram showing a machine number management table stored in the machine number management DB 5003. In the missed machine number management table, the number of missed moments per unit time is managed in association with the item (region in this embodiment) and its characteristic information. In FIG. 8A, the number of missed occasions per hour on a certain day is managed. The totaling up to 20:00 has been completed, and after another hour has passed, the number of missed occasions in the 21:00 range will be registered.

FIG. 8B is a conceptual diagram showing a waiting number management table stored in the waiting number management DB 5004. In the waiting number management table, the current waiting number is managed in association with the item (region) and its characteristic information. The number of people waiting increases when the guest applies for waiting, and decreases when the waiting is canceled (for example, leaving the seat). The unit of increase / decrease is one person.

FIG. 8C is a conceptual diagram showing an attendance schedule management table stored in the attendance schedule management DB 5005. In the attendance schedule management table, the attendance time and the leaving time are managed for each date in association with the operator and its characteristic information. In addition, one operator may have a plurality of feature information.

<Each functional configuration of the management system>
Next, each functional configuration of the management system 50 will be described in detail. The transmission / reception unit 51 is realized by a command from the CPU 201 and a network I / F 209, and transmits / receives various data (or information) to / from each terminal, device, or system via the communication network 2.

The authentication unit 52 is realized by an instruction from the CPU 201, searches the authentication management table using the communication ID and password received by the transmission / reception unit 51 as a search key, and the same communication ID and password are managed in this authentication management table. Authenticate the terminal by determining if it is.

The management unit 53 is realized by an instruction from the CPU 201, and manages the terminal devices 10 and 70 by recording the information of the terminal devices 10 and 70 in the terminal management table shown in FIG. 7 (e).

The session control unit 54 controls a session for transmitting content data between the terminal devices 10 and 70 by a command from the CPU 201. This control includes control for establishing a session, control for joining terminal devices 10 and 70 in the established session, control for leaving the session, and the like.

The missed machine count management unit 55 registers and manages the missed machine count transmitted from the guest terminal device 70 in the missed machine count management unit 55DB.

The waiting number management unit 56 increases the number of people waiting for the requested item of the waiting number management DB5004 based on the waiting application transmitted from the guest terminal device 70, and notifies the waiting number management DB5004 based on the waiting cancellation notification. Reduce the number of people waiting for items that have been made. The notification of waiting cancellation is transmitted from the terminal device 70 that has sent the waiting application due to leaving the seat.

The screen information generation unit 57 generates screen information of the screen displayed by the management terminal 40 as a Web server. The screen information is created by HTML, XML, CSS (Cascade Style Sheet), JavaScript (registered trademark), and the like. In the present embodiment, screen information is generated in which the number of missed machines stored in the missed machine number management unit 55DB is processed into a graph or the like and displayed. Such a screen may be referred to as a web page, and the web page may be provided by a web application. A Web application refers to software or a mechanism thereof that operates by coordinating a program in a programming language (for example, JavaScript (registered trademark)) that operates on a browser and a program on the Web server side and is executed on the browser. A web page can be dynamically changed by a web application.

The schedule management unit 58 manages the work days of the operators. The work day of each operator is registered in the work schedule management DB 5005. The operator's work day is registered by the administrator by the previous month and adjusted according to the wishes of each operator.

The storage / reading processing unit 59 is realized by a command from the CPU 201 and an instruction from the HDD 205, or is realized by a command from the CPU 201, stores various data in the storage unit 5000, and extracts various data stored in the storage unit 5000. Perform processing such as.

<Management terminal>
The management terminal 40 has a communication unit 41, an operation reception unit 42, and a display control unit 43. Each of these functional units included in the management terminal 40 is from the CPU 201 in which any of the components shown in FIG. 4 follows a program for the management terminal 40 developed from the HD 204 on the RAM 203. It is a function realized by operating by a command. This program is supposed to be browser software. The management terminal 40 is used by the store manager to evaluate the number of missed occasions.

The communication unit 41 of the management terminal 40 transmits and receives various information to and from the management system 50 and the like. For example, the Web page of the portal site is requested by HTTP communication, and various operation contents for the Web page are transmitted to the management system 50.

The operation reception unit 42 receives various operations on the Web page (screen) displayed by the management terminal 40. The display control unit 43 analyzes various screen information (for example, a screen displaying the number of missed machines) from the management system 50 and displays it on the display 208.

<Processing and operation of communication system>
Subsequently, the process of logging in to the management system 50 by the terminal devices 10 and 70 will be described with reference to FIG. FIG. 9 is a sequence diagram showing an example of a process in which the terminal devices 10 and 70 log in to the management system 50.

When the staff of the store 7 or the like turns on the power switch of the terminal device 70, the operation input reception unit 72 receives the power on and activates the terminal device 70 (step S1). When the terminal device 70 is activated, the activation unit 73 activates the guest application installed in the terminal device 70 (step S2). Hereinafter, the processing in the terminal device 70 is executed by the instruction of the guest application.

The transmission / reception unit 71 of the terminal device 70 transmits a login request to the management system 50 via the communication network 2 (step S3). This login request includes a communication ID and a password for identifying the own terminal that is the login request source. In the present embodiment, the communication ID of the terminal device 70 is represented by an acronym "C". Hereinafter, it is assumed that the communication IDs of the terminal device 70X and the terminal device 70Y are "C01, C02".

The transmission / reception unit 51 of the management system 50 receives the login request. When the login request is transmitted from the terminal device 70 to the management system 50, the management system 50 on the receiving side can acquire the IP address of the terminal device 70 on the transmitting side.

Next, the authentication unit 52 of the management system 50 searches the authentication management table shown in FIG. 7 (d) of the storage unit 5000 using the communication ID and password included in the login request as search keys, and performs this authentication management. Authentication is performed by determining whether the same communication ID and password are managed in the table (step S4).

When the authentication unit 52 authenticates that the login request is from the terminal device 70 having the proper usage authority, the management unit 53 puts the login request source in the terminal management table shown in FIG. 7 (e). The communication ID and IP address of the terminal device 70 are associated and recorded (step S5).

The transmission / reception unit 51 of the management system 50 transmits the authentication result information indicating the authentication result of the authentication unit 52 to the terminal device 70 of the login request source via the communication network 2 (step S6). As a result, the transmission / reception unit 71 of the terminal device 70 receives the authentication result information. Hereinafter, a case where the terminal devices 70X and 70Y of the login request source have been successfully authenticated and the terminal devices 70X and 70Y have logged in to the management system 50 will be described.

On the other hand, when the operator of the terminal device 10 on the operator side turns on the power switch, the operation input receiving unit 12 receives the power ON and activates the terminal device 10 (step S11). When the terminal device 10 is activated, the activation unit 13 activates the operator application software A1 installed in the terminal device 10 (step S12). Hereinafter, the processing in the terminal device 10 is executed by the instruction of the application software A1 for the operator.

The image output unit 17 of the terminal device 10 outputs a reception screen for receiving the input of the characteristics of the operator who is the user of the terminal device 10 to the display 720.

FIG. 10 is a diagram showing an example of a reception screen. The reception screen 140 includes fields 141 and 142 for accepting input of a communication ID and password, as well as country or region options 143 and a check box 144 for selection, which can be used as an explanation of a travel destination as an operator's feature. It has been. When the operator selects a compatible country or region and presses the OK button 145 on the reception screen 140, the operation input reception unit 12 receives the input of the operator's characteristics (step S13-1).

The storage / reading processing unit 29 stores the feature information corresponding to the selected feature in the storage unit 1000. Below, the feature information corresponding to the features "Hokkaido, Tohoku, Kanto, Chubu, Kinki, Sanin Sanyo, Shikoku, Kyushu" is "hd, th, kt, cb, kk, ss, sk, ks", respectively. To do. Therefore, in the checked state of FIG. 10, "hd, th, ks" is the characteristic information of this operator.

The terminal device 10 sends a login request to the management system 50 and logs in to the management system 50 (steps S13-2, S14, S15, S16). Since this process is the same as the process of steps S3, S4, S5, and S6 between the terminal device 70 and the management system 50, the description thereof will be omitted. However, the communication ID transmitted from the terminal device 10 to the management system 50 in the login request is represented by an acronym "O" so that it can be determined that the terminal device 10 is on the operator side. Hereinafter, it is assumed that the communication IDs of the terminal devices 10a, 10b, and 10c are "O01, O02, O03". If the authentication of the terminal devices 10a, 10b, 10c of the login request source is successful, the terminal devices 10a, 10b, 10c log in to the management system 50.

Subsequently, with reference to FIG. 11, a process of transmitting presence information indicating the state on the operator side from the terminal device 10 to the terminal device 70 will be described. FIG. 11 is a sequence diagram showing an example of a process of transmitting presence information.

The application software A1 for the operator manages the event that triggers the state transition and the presence after the transition due to the occurrence of the event in the storage unit 1000. The presence is used to identify whether the operator, who is the user of the terminal device 10, is ready to start a call. The presence indicating a state in which a call can be started includes "online" indicating a state in which the terminal device 10 is logged in to the management system 50 and is not communicating with the terminal device 70 on the guest side. The presence indicating that the call cannot be started includes "offline" indicating that the terminal device 10 is not logged in to the management system 50, and "offline" indicating that the terminal device 10 is logged in to the management system 50. A "chat" indicating a state in which a new call cannot be started because the terminal device 70 on the customer side is already in communication is included. The presence is not limited to the above. For example, the presence may include those based on user input. Among the presences based on user input, an example of a presence indicating a state in which a call cannot be started is "away from the desk".

As an example of the event that triggers the transition to the presence "online", the terminal device 10 may receive the authentication result information in step S16, accept the input of the call termination request from the user, and the like. An example of an event that triggers a transition to the presence "offline" is a logout from the management system 50 by the terminal device 10. An example of an event that triggers a transition to the presence “chat” is establishment of communication between the terminal devices 70 and 10 (step S105 described later). The event that triggers the transition of presence is not particularly limited as long as it can be detected, and can be arbitrarily set according to the communication protocol and the processing content by the application software.

When any of the above events occurs in the terminal device 10a (step S21), the storage / reading processing unit 29 reads the feature information from the storage unit 1000. The feature information to be read corresponds to features such as "Hokkaido" input by the operator who is the user of the terminal device 10a at the time of login by the reception screen 140 of FIG. The transmission / reception unit 11 of the terminal device 10a includes a presence indicating a state after the transition due to the event occurrence in step S21, feature information read from the storage unit 1000, and a communication ID “O01” of the transmission source terminal device 10a. The presence information is transmitted to the management system 50 (step S22). For example, when the terminal device 10a receives the authentication result information in step S16, the terminal device 10a transmits the presence information including the presence "online" to the management system 50. Further, when the request for logout is received, the terminal device 10a transmits the presence information including the presence "offline" to the management system 50. Further, the terminal device 10a transmits presence information including the presence "chat" to the management system 50 in response to the establishment of communication with the terminal device 70. If the feature information is not updated after the feature information is recorded in the storage unit 1000 in step S13-1, the terminal device 10a sends the presence information including the same feature information to the management system 50 every time an event occurs. Send.

When the transmission / reception unit 51 of the management system 50 receives the presence information transmitted by the terminal device 10a, the transmission / reception unit 51 transmits the received presence information to the terminal devices 70x and 70y of the store 7 logged in to the management system 50 (step S23). , S24). The method of specifying the terminal device 70 on the store side logged in to the management system 50 is not particularly limited, but as an example, a method of reading the communication ID in which "C" is an acronym from the terminal management table of FIG. 7 (e). Can be mentioned.

The transmission / reception unit 71 of the terminal devices 70x and 70y receives the presence information transmitted from the terminal device 10a of the call center 8 via the management system 50. The storage / reading processing unit 89 of the terminal devices 70x and 70y associates the communication ID, presence, and feature information included in the received presence information and records them in the destination management table of FIG. 7A (steps S25 and S26). .. When a record with the same communication ID as the communication ID included in the received presence information exists in the destination management table, the storage / reading processing unit 89 is recorded in this record based on the newly received presence information. Overwrite your presence. As a result, the terminal devices 70x and 70y can manage the latest presence on the terminal device 10a side.

When the above event occurs in the terminal device 10b on the operator side, between the terminal device 10b, the management system 50, and the terminal devices 70x, 70y, step S21 between the terminal device 10a, the management system 50, and the terminal devices 70x, 70y. , S22, S23, S24, S25, S26, and the same processing is executed (steps S31, S32, S33, S34, S35, S36). When the above event occurs in the terminal device 10c on the operator side, between the terminal device 10c, the management system 50, and the terminal devices 70x, 70y, step S21 between the terminal device 10a, the management system 50, and the terminal devices 70x, 70y. , S22, S23, S24, S25, S26, and the same processing is executed (steps S41, S42, S43, S44, S45, S46). As a result, the terminal devices 70x and 70y can manage the latest presence on the terminal devices 10b and 10c side.

Subsequently, the process of managing the presence of each feature will be described with reference to FIG. FIG. 12 is a flow chart showing an example of a process for managing the presence of each feature. Hereinafter, the operator side is referred to as a destination candidate on the assumption that a call is requested from the guest side to the operator side. When the destination candidate operator selects a plurality of features (for example, "Hokkaido, Tohoku, Kyushu") in step S13-1, the destination candidate belongs to a group of a plurality of features. The feature presence "online" indicates that any of the destination candidates of this feature has a talkable presence "online". The feature presence "chat" indicates that none of the destination candidates in this feature group is in the presence "online" state, but includes one or more destination candidates for the presence "chat" during a call.

The presence "offline" of the feature indicates that any of the destination candidates of this feature is the presence "offline". Hereinafter, the processing of the terminal device 70x will be described, but the terminal device 70y can also execute the same processing.

The state management unit 81 of the terminal device 70x has the communication ID and presence recorded in the updated record each time the presence of the destination management table shown in FIG. 7A is updated in steps S26, S36, and S46. , And the feature information is acquired (step S51).

The state management unit 81 of the terminal device 70x updates each record including the feature information acquired in step S51 in the presence management table shown in FIG. 7B. That is, when the feature information "hd, th, ks" is acquired in step S51, the state management unit 81 updates each record including the feature information "hd, th, ks" in the presence management table.

Hereinafter, as an example, the process when the presence information “online, (hd, th, ks), O01” is transmitted from the terminal device 10a to the terminal device 70x and the information is acquired in step S51 will be described ( Step S52 online).

First, the process of updating the record in which the feature information "hd" is recorded in the presence management table in the loop process will be described. The state management unit 81 of the terminal device 70x refers to the field of the talkable communication ID in the record in which the feature information “hd” is recorded in the presence management table. As a result, the state management unit 81 determines whether the communication ID "O01" acquired in step S51 is included in the field of the talkable communication ID (step S53).

When it is determined that the communication ID "O01" acquired in step S51 is not included in the callable communication ID field in the presence management table (NO in step S53), the state management unit 81 determines the callable communication ID. The acquired communication ID "O01" is added to the field of (step S54).

When the process of step S54 is completed, or when YES in step S53, the state management unit 81 of the terminal device 70x sets the communication ID during a call in the record in which the feature information "hd" is recorded in the presence management table. Refer to the field. As a result, the state management unit 81 determines whether or not the communication ID "O01" acquired in step S51 is included in the field of the communication ID during a call (step S55).

When it is determined that the communication ID "O01" acquired in step S51 is included in the field of communication ID during a call in the presence management table (YES in step S55), it is acquired from the field of communication ID during a call. The communication ID is deleted (step S56). By the processing up to this point, the feature information "hd" of the presence management table is displayed regardless of whether the presence on the terminal device 10a side transitions from "chat" to "online" or from "offline" to "online". In the recorded record, the communication ID of the terminal device 10a is recorded only in the field of the talkable communication ID.

When the process of step S56 is completed, or when NO in step S55, the state management unit 81 of the terminal device 70x refers to the presence of the feature in the record in which the feature information "hd" is recorded in the presence management table. To do. As a result, the state management unit 81 determines whether the presence of the group is “online” (step S57).

When it is determined that the presence of the feature in the record in which the feature information "hd" is recorded is not "online" (NO in step S57), the state management unit 81 updates the presence of this feature to "online". When it is determined that the presence of the feature in the record in which the feature information "hd" is recorded is "online" (YES in step S57), the state management unit 81 determines the feature in the record in which the feature information "hd" is recorded. Do not update your presence. By the processing up to this point, the presence of the feature in the record in which the feature information "hd" of the presence management table is recorded becomes "online".

Since the feature information "hd, th, ks" is acquired in step S51, the state management unit 81 performs the same for each record in which the feature information "th, ks" in the presence management table is recorded by the loop processing. Update to. When the loop processing is completed, the presence management table of FIG. 7B is updated as shown in Table 1. The change in presence is also reflected in the destination management table shown in FIG. 7A.

続いて、端末装置１０ａから端末装置７０ｘへ、プレゼンス情報「chat，（hd，th，ks ），Ｏ０１」が送信され、ステップＳ５１でこれらのプレゼンス情報が取得されたときの処理について説明する（ステップＳ５２のchat）。

Subsequently, the process when the presence information "chat, (hd, th, ks), O01" is transmitted from the terminal device 10a to the terminal device 70x and these presence information is acquired in step S51 will be described (step). Chat of S52).

First, the process of updating the record in which the feature information "hd" is recorded in the presence management table in the loop process will be described. The state management unit 81 of the terminal device 70x refers to the field of the talkable communication ID in the record in which the feature information “hd” is recorded in the presence management table (see Table 1). As a result, the state management unit 81 determines whether or not the communication ID "O01" acquired in step S51 is included in the field of the talkable communication ID (step S63).

When it is determined that the communication ID "O01" acquired in step S51 is included in the callable communication ID field in the presence management table (YES in step S63), it is acquired from the callable communication ID field. The communication ID is deleted (step S64).

When the process of step S64 is completed, or when NO in step S63, the state management unit 81 of the terminal device 70x is in the record in the presence management table (see Table 1) in which the feature information "hd" is recorded. Refer to the field of communication ID during a call. As a result, the state management unit 81 determines whether or not the communication ID "O01" acquired in step S51 is included in the field of the communication ID during a call (step S65).
When it is determined that the communication ID "O01" acquired in step S51 is not included in the field of communication ID during a call in the presence management table (NO in step S65), it is acquired in the field of communication ID during a call. The communication ID "O01" is added (step S66). By the processing up to this point, the communication ID of the terminal device 10a is recorded only in the field of the communication ID during a call in the record in which the feature information "hd" of the presence management table is recorded.

When the process of step S66 is completed, or when YES in step S65, the state management unit 81 of the terminal device 70x determines the callable communication ID in the record in which the feature information "hd" is recorded in the presence management table. Refer to the field. As a result, the state management unit 81 determines whether the number of communication IDs recorded in the callable communication ID field in the record in which the feature information “hd” is recorded is 0 (step S67).

When the number of communication IDs recorded in the callable communication ID field in the record in which the feature information "hd" is recorded is 0 (YES in step S67), the state management unit 81 has the feature information "hd". The feature presence in the recorded record is updated to "chat" (step S68).

When the number of communication IDs recorded in the callable communication ID field in the record in which the feature information "hd" is recorded is not 0 (NO in step S67), the state management unit 81 has the feature information "hd". Do not update the feature presence in the recorded record. That is, when the communication ID is recorded in the callable communication ID field in the record in which the feature information "hd" is recorded, the corresponding presence remains "online" and is not updated.

Since the feature information "hd, th, ks" is acquired in step S51, the state management unit 81 performs the same for each record in which the feature information "th, ks" in the presence management table is recorded by the loop processing. Update to. As a result, the presence management table in Table 1 becomes as shown in Table 2.

続いて、端末装置１０ｃから端末装置７０ｘへプレゼンス情報「offline，（hd，kt，cb），Ｏ０３」が送信され、ステップＳ５１でこれらのプレゼンス情報が取得された場合について説明する（ステップＳ５２のoffline）。

Subsequently, the case where the presence information “offline, (hd, kt, cb), O03” is transmitted from the terminal device 10c to the terminal device 70x and these presence information is acquired in step S51 will be described (offline in step S52). ).

First, the process of updating the record in which the feature information "hd" is recorded in the presence management table in the loop process will be described. The state management unit 81 of the terminal device 70x refers to the call enable field in the record in which the feature information “hd” is recorded in the presence management table (see Table 2). As a result, the state management unit 81 determines whether or not the communication ID "O03" acquired in step S51 is included in the field of the talkable communication ID (step S73).

When it is determined that the communication ID "O03" acquired in step S51 is included in the callable communication ID field in the presence management table (YES in step S63), it is acquired from the callable communication ID field. The communication ID "O03" is deleted (step S74).

When the process of step S74 is completed, or when NO in step S73, the state management unit 81 of the terminal device 70x is in the record in the presence management table (see Table 2) in which the feature information “hd” is recorded. Refer to the field of communication ID during a call. As a result, the state management unit 81 determines whether or not the communication ID "O03" acquired in step S51 is included in the field of the communication ID during a call (step S75).

When it is determined that the communication ID "O03" acquired in step S51 is included in the field of communication ID during a call in the presence management table (YES in step S75), it is acquired from the field of communication ID during a call. The communication ID "O03" is deleted (step S76). By the processing up to this point, the communication ID of the terminal device 10c is deleted from the record in which the feature information "hd" in the presence management table is recorded.

When the process of step S76 is completed, or when NO in step S75, the state management unit 81 of the terminal device 70x is in the record in the presence management table (see Table 2) in which the feature information "hd" is recorded. Refer to the fields of callable communication ID and in-call communication ID. As a result, the state management unit 81 determines whether the conditions IF1 and IF2 are satisfied (step S77). In the condition IF1, the number of communication IDs recorded in the callable communication ID field in the record in which the feature information "hd" is recorded is 0, and the number of communication IDs recorded in the communication ID field during a call is 0. Is not 0. In the condition IF2, the number of communication IDs recorded in the callable communication ID field in the record in which the feature information "hd" is recorded is 0, and the number of communication IDs recorded in the communication ID field during a call. Is 0.

The number of communication IDs recorded in the callable communication ID field in the record in which the feature information "hd" is recorded is 0, and the number of communication IDs recorded in the communication ID field during a call is not 0. In the case (IF1 of step S77), the state management unit 81 updates the feature presence in the record in which the feature information “hd” of the presence management table is recorded to “chat” (step S78).

The number of communication IDs recorded in the callable communication ID field in the record in which the feature information "hd" is recorded is 0, and the number of communication IDs recorded in the call communication ID field is 0. In the case (IF2 of step S77), the state management unit 81 updates the feature presence in the record in which the feature information “hd” of the presence management table is recorded to “offline” (step S79).

If neither IF1 nor IF2 is applicable in step S77 (NO in step S77), the state management unit 81 does not update the feature presence in the record in which the feature information "hd" is recorded as "online".

Since the feature information "hd, kt, cb" is acquired in step S51, the state management unit 81 also performs loop processing for each record in which the feature information "kt, cb" is recorded in the presence management table. Update in the same way. As a result, the presence management table in Table 2 becomes as shown in Table 3.

続いて、図１３を用いて、通信を開始する処理について説明する。図１３は、通信を開始する処理の一例を示すシーケンス図である。以下、一例として、端末装置７０ｘが通信を開始する処理について説明するが、端末装置７０ｙも同様の処理により通信を開始することができる。図１３の処理を開始する時点で、宛先管理テーブルは図７（ａ）の状態であり、プレゼンス管理テーブルは表２の状態である場合について説明する。

Subsequently, the process of initiating communication will be described with reference to FIG. FIG. 13 is a sequence diagram showing an example of a process for starting communication. Hereinafter, the process of starting the communication by the terminal device 70x will be described as an example, but the terminal device 70y can also start the communication by the same process. The case where the destination management table is in the state of FIG. 7A and the presence management table is in the state of Table 2 at the time when the process of FIG. 13 is started will be described.

The operation input receiving unit 72 of the terminal device 70x receives a display request of a feature list of destination candidates in response to an operation input by the user. In response to the display request, the image output unit 77 acquires each feature information recorded in the presence management table (see Table 2) and a set of presence of a group corresponding to the feature information. In the storage unit 7000, the data of the display image corresponding to the feature information and the data of the display image corresponding to the presence of the feature are stored in advance. As an example, the display image data corresponding to the feature information "hd" is text data indicating "Hokkaido". Further, as an example, the data of the display image corresponding to the feature presence "online, offline, chat" is the image data of normal brightness, low brightness, normal brightness + balloon icon, respectively. The image output unit 77 acquires a set of data of the display image of the corresponding text and icon from the storage unit 7000 for each set of the acquired feature information and presence. The image output unit 77 generates image data of a feature list by arranging a set of acquired display image data in association with the same line in a predetermined display area. The image output unit 77 outputs the image data of the generated feature list to the display 720 (step S81).

FIG. 14 is a diagram showing an example of a feature list screen displayed when the presence management table is in the state shown in Table 2.

The image output unit 77 repeatedly executes the above process every time the presence management table is updated. As a result, a list of features showing the latest presence for each feature is displayed on the display 720.

In step S81, the image output unit 77 outputs an item (button) having normal brightness as an item corresponding to “online”, outputs an item (button) corresponding to “offline” in low brightness, and outputs the item (button) to “chat”. Output the corresponding item with normal brightness + balloon icon (button). In FIG. 14, balloon icons 111 are displayed in "Tohoku" 110b and "Kyushu" 110h. In addition, "San'in Sanyo" 110f is displayed with low brightness.

For example, when the user presses an item corresponding to "Tohoku" or "Kyushu" in the feature list shown in FIG. 14, the operation input receiving unit 72 accepts the operation input, and FIG. Display the in-call screen shown. On the other hand, when the operation of pressing the item "San'in Sanyo" in the feature list shown in FIG. 14 is performed, the operation input receiving unit 72 accepts the operation input and displays the absent screen shown in FIG. Details will be described with reference to FIGS. 18 and 19.

The processing when the selection of the feature "Hokkaido" is accepted will be described below. The operation input receiving unit 72 receives the selection of the feature corresponding to "Hokkaido" (step S82).

When the selection of the feature "Hokkaido" is accepted, the storage / reading processing unit 89 searches the destination management table of FIG. 7A using the feature information "hd" indicating the feature selected in step S82 as a search key. , Corresponding communication ID, and presence sets "O01, chat", "O02, online", "O03, online" are read out (step S83).

Among the communication IDs read in step S83, the transmission / reception unit 71 of the terminal device 70x has a communication ID “O02” whose corresponding presence is “online”, a communication ID “C01” of the own terminal device 70x, and step S82. A call start request including the feature information "hd" indicating the feature selected in is transmitted to the management system 50 (step S84-1).

Similarly, among the communication IDs read in step S83, the transmission / reception unit 71 of the terminal device 70x has a communication ID “O03” having a corresponding presence of “online”, a communication ID “C01” of the own terminal device 70x, and so on. And a call start request including the feature information “hd” indicating the feature selected in step S82 is transmitted to the management system 50 (step S86-1).

When the transmission / reception unit 51 of the management system 50 receives the call start request transmitted by the terminal device 70x, the transmission / reception unit 51 requests the terminal device 10b specified by the communication ID "O02" included in the call start request to start the call. Is transmitted (step S84-2). Similarly, when the transmission / reception unit 51 of the management system 50 receives the call start request transmitted by the terminal device 70x, the transmission / reception unit 51 makes this call to the terminal device 10c specified by the communication ID "O03" included in the call start request. (Step S86-2).

The transmission control unit 82 of the terminal device 70x updates the communication ID “O02” of the terminal device 10b of the transmission destination of the call start request by recording it in the destination management table (step S85). Similarly, the transmission control unit 82 of the terminal device 70x updates by recording the communication ID “O03” of the terminal device 10c of the transmission destination of the call start request in the destination management table (step S87).

When the terminal device 10a on the operator side receives the input of the call termination request (step S21'), the transmission / reception unit 11 receives the feature information "hd, th, ks" read from the storage unit 1000, and the communication ID of the terminal device 10a. Presence information including "O01" and presence "online" is transmitted to the management system 50 (step S22').

When the transmission / reception unit 51 of the management system 50 receives the presence information transmitted by the terminal device 10a, the transmission / reception unit 51 transmits the received presence information to the terminal device 70x on the guest side logged in to the management system 50 (step S24'). ..

The transmission / reception unit 71 of the terminal device 70x receives the presence information transmitted from the terminal device 10a on the operator side via the management system 50. The storage / reading processing unit 89 of the terminal device 70x records the communication ID, presence, and feature information included in the received presence information in the destination management table (step S26'). As a result, the destination management table is updated from the state shown in FIG. 7A to the state shown in Table 4.

端末装置７０ｘの送信制御部８２は、ステップＳ２４'で受信されたプレゼンス情報の送信元の端末装置１０ａへ通話の開始要求を送信するか判断する（ステップＳ８８）。この処理で、端末装置７０ｘの送信制御部８２は、宛先管理テーブルにおいて更新された端末装置１０ａのプレゼンスを参照して、このプレゼンスが「online」であるか判断する。端末装置１０ａのプレゼンスが「online」ではない場合には、送信制御部８２は通話の開始要求を送信しない旨、判断して処理を終了する。

The transmission control unit 82 of the terminal device 70x determines whether to transmit a call start request to the terminal device 10a of the transmission source of the presence information received in step S24'(step S88). In this process, the transmission control unit 82 of the terminal device 70x refers to the updated presence of the terminal device 10a in the destination management table and determines whether or not this presence is “online”. If the presence of the terminal device 10a is not "online", the transmission control unit 82 determines that the call start request is not transmitted and ends the process.

When it is determined that the presence of the terminal device 10a is "online", the feature information "hd, th, ks" of the terminal device 10a is referred to in the destination management table, and one of these feature information is set to step S82. Judge whether to show the feature "Hokkaido" selected in. If none of the feature information indicates the selected feature, the transmission control unit 82 determines that the start request will not be transmitted and ends the process.

When any of the feature information indicates the selected feature, the transmission control unit 82 of the terminal device 70x determines that the start request is to be transmitted. In response to the determination to transmit the start request, the transmission / reception unit 71 of the terminal device 70x sets the communication ID “O01” of the terminal device 10a to which the presence information is transmitted, the communication ID “C01” of the own terminal device 70x, and the step. A call start request including the feature information "hd" indicating the feature selected in S82 is transmitted to the management system 50 (step S89-1).

When the transmission / reception unit 51 of the management system 50 receives the call start request transmitted by the terminal device 70x, the transmission / reception unit 51 requests the terminal device 10a specified by the communication ID "O01" included in the call start request to start the call. Is transmitted (step S89-2).

Subsequently, the process of establishing communication between the terminal devices 10 and 70 will be described with reference to FIG. FIG. 15 is a sequence diagram showing an example of processing for establishing communication between the terminal devices 10 and 70. Hereinafter, a case where the terminal device 10a responds to a call start request by the terminal device 70x will be described.

The transmission / reception unit 11 of the terminal device 10a receives a call start request transmitted from the terminal device 70x via the management system 50 (see step S89-2). When the call start request is received, the image output unit 17 of the terminal device 10a receives the information of the request source corresponding to the communication ID "CO1" included in the call start request and the feature information included in the call start request. A message including the feature "Hokkaido" corresponding to "hd" is output to the display 720.

FIG. 16 is a display example of a message. By showing the feature 151 in the message 150, the operator who is the user of the terminal device 70 can grasp in advance which country or region the explanation is requested before starting the call.

The message of FIG. 16 includes a response button 152 for accepting permission to initiate a call. When the user presses the response button 152 on the screen of the terminal device 10a, the operation input receiving unit 12 accepts the operation input for permitting the response (step S101). When the operation input for permitting the response is received, the transmission / reception unit 11 of the terminal device 10a manages the response including the communication ID "C01" of the call start request source and the communication ID "O01" of the own terminal device 10a. (Step S102).

The transmission / reception unit 51 of the management system 50 receives the response transmitted by the terminal device 10a. The transmission / reception unit 51 of the management system 50 transmits the received response to the terminal device 70x specified by the communication ID “C01” included in the response (step S103).

Upon receiving the response, the transmission / reception unit 71 of the terminal device 70x transmits a communication establishment request for establishing communication with the terminal device 10a of the transmission source of the response to the management system 50 (step S104). The communication establishment request includes the communication ID "C01" of the own terminal device and the communication ID "O01" of the terminal device 10a of the transmission source of the response.

The transmission / reception unit 71 of the management system 50 receives the communication establishment request. The session control unit 54 of the management system 50 transmits the content data of the image data and the sound data between the terminal devices 10a and 70x specified by the communication IDs "O01 and C01" included in the communication establishment request via the relay device 30. Control is performed to establish a session for transmission (step S105). The session is not limited to the above, and may be a session for directly transmitting content data between the terminal devices 10a and 70x via the communication network 2.

When the communication between the terminal devices 10a and 70x is established, the terminal devices 10a and 70x transmit the image data of the image captured by the own terminal and the sound data collected by the own terminal to the other party via the relay device 30. Is transmitted to the terminal devices 70x and 10a of the above. The image output units 17 and 77 of the terminal devices 10a and 70x output the received content data. This makes it possible to start a call between users.

<When the guest selects an item whose presence is offline or chat>
Next, a case where the guest selects the offline or chat item will be described. First, the screen before transitioning to the feature list shown in FIG. 14 will be described with reference to FIG. Normally, the guest repeatedly selects items from large items to smaller items, and then selects the final item. As a result, operability can be improved as compared with directly selecting a desired item from a list of many items.

FIG. 17 is an example of the selection screen 119 for the items of the major classification. In the case of travel, item 118 of the major classification is domestic travel, foreign travel, cruise, premium, world heritage, etc., and each item is displayed. When the guest selects the item of domestic travel, the feature list of FIG. 14 is displayed. In the following, the explanation will be made based on the feature list of FIG. 14, but even if foreign travel, cruise, premium, or world heritage is selected, the sub-category items are displayed, and the number of missed occasions is similarly based on the feature list. Be measured.

It is not essential that the items of the major classification are displayed, and any number of hierarchies (major classification, middle classification, minor classification, minimum classification, etc.) until the item for which the number of missed events is measured is displayed may be displayed.

FIG. 18 shows a call screen 120 displayed when the item “Tohoku” 110b or “Kyushu” 110h is selected in the feature list shown in FIG. In FIG. 18, the message 121, the yes button 122, and the no button 123 are displayed, "The operator in charge of Tohoku is talking. The expected waiting time is 10 minutes. Would you like to apply for waiting?" The image output unit 77 of the terminal device 70 displays the in-call screen 120 shown in FIG. 18 when an item having a presence of “chat” is selected.

The yes button 122 is a button for the guest to apply for waiting, and the no button 123 is a button for returning to the feature list of FIG. 14 without waiting application. The case where the Yes button 122 is pressed will be described in detail with reference to the sequence diagram of FIG. 20A.

FIG. 19 shows an absentee screen 130 displayed when the item “San'in Sanyo” 110f is selected in the feature list shown in FIG. In Fig. 19, the message "The operator in charge of Sanin Sanyo is closed. We are very sorry. Would you like to see the schedule of the operator in charge of Sanin Sanyo?" Message 131, Nope Button 132, And, the No button 133 is displayed. The image output unit 77 of the terminal device 70 displays the absence screen 130 shown in FIG. 19 when an item having a presence of “offline” is selected.

The Yes button 132 is a button for displaying the attendance schedule of the operator having the feature information of "San'in Sanyo" 110f, and the No button 133 is a button for returning to the feature list of FIG. The case where the Yes button 132 is pressed will be described in detail with reference to the sequence diagram of FIG. 20B.

<Measurement of the number of missed machines>
If the item "Tohoku" 110b, "Kyushu" 110h, or "San'in Sanyo" 110f is selected in the feature list of FIG. 14, the store misses the opportunity to serve customers. In the present embodiment, the number of missed opportunities lost is measured.

FIG. 20A is an example of a sequence diagram showing a procedure in which the communication system 100 measures the number of missed misses. The process of FIG. 20A is a more detailed description of steps S81 and S82 of FIG.

S201: First, the guest sits in front of the terminal device 70. It is not always necessary to be seated, as long as it exists in front of the cameras 712a and 712b.

S202: The imaging unit 78 starts imaging the guest, and the person recognition unit 83 continuously recognizes the guest and confirms that they are the same person.

S203: The terminal device 70 always displays the selection screen 119 for the major categories shown in FIG. 17, or the guest touches the display 720 of the terminal device 70 by displaying advertisements and videos while there is no guest. The selection screen 119 is displayed by such means.

S204: When the guest selects a major category item, the operation input reception unit 72 accepts the item selection.

S205: As a result, the image output unit displays the feature list shown in FIG.

S206: It is assumed that the guest selects the item of "Tohoku" 110b, "Kyushu" 110h, or "San'in Sanyo" 110f from the feature list. That is, it is assumed that the operator selects an item having a presence of "chat" or "offline". The operation input receiving unit 72 determines which item is selected based on the pressed coordinates, and identifies the selected feature information (that is, the item).

S207: The evaluation information creation unit 74 increases the number of missed times of the feature information corresponding to the selected item by one. For example, if the selected item is Hokkaido, it is measured as "hd 1", if the selected item is Tohoku, it is measured as "th 1", and if the selected item is Kyushu, it is measured as "ks 1". In addition, when the guest presses the sub-category multiple times, only the first one is measured so that the number of missed events is not measured more than the actual number when the same guest repeatedly hits the same item. That is, the maximum number of missed times of one feature information for one guest is 1.

In addition, the number of measurements may be changed depending on whether the call is in progress or not. For example, the number of missed misses during a call is measured as "0.7", and the number of missed misses during a call is measured as "1.0".

S208: When an item having a presence of "chat" is selected in the feature list of FIG. 14, the expected waiting time providing unit 84 transmits the selected feature information to the management system 50 via the transmission / reception unit 71, and the number of people waiting is reached. Inquire.

S209: The transmission / reception unit 51 of the management system 50 receives an inquiry about the number of waiting people, and the waiting number management unit 56 acquires the number of waiting people associated with the feature information from the waiting number management DB 5004. The transmission / reception unit 51 of the management system 50 transmits the number of people waiting to the terminal device 70.

S210: The transmission / reception unit 71 of the terminal device 70 receives the waiting number of people, the expected waiting time providing unit 84 converts the waiting number of people into the expected waiting time, and displays the busy screen 120 shown in FIG. The conversion from the number of people waiting to the expected waiting time is performed, for example, by multiplying by a certain coefficient. The management system 50 may transmit the expected waiting time. In addition, the number of people waiting may be displayed. The expected waiting time is not inquired after the guest selects an item, but the terminal device 70 may acquire the number of people waiting for each feature information together with the feature list. By doing so, the time until the expected waiting time is displayed can be shortened. However, the latest expected waiting time can be provided by requesting the "chat" item at the selected timing.

S211: When the guest presses the Yes button 122 on the busy screen 120 to apply for a wait, the operation input reception unit 72 accepts it.

S212: The transmission / reception unit 71 of the terminal device 70 transmits a waiting request for feature information selected by the guest to the management system 50. The transmission / reception unit 51 of the management system 50 receives the waiting request, and the waiting number management unit 56 increases the number of waiting people associated with the feature information in the waiting number management DB 5004 by one.

The waiting application may be sent to the management system 50 even if the guest does not apply. In this case, when the guest selects the item that the operator is talking on, the waiting request is automatically sent. Even in this case, the waiting application is canceled by leaving the seat, so the number of waiting people does not become too large.

S213: On the other hand, when the item whose presence is "offline" is selected in the feature list of FIG. 14, the image output unit 77 of the terminal device 70 displays the absence screen 130 shown in FIG.

S214: When the guest presses the Yes button 132 on the absence screen 130 to display the work schedule, the operation input reception unit 72 accepts it.

S215: The attendance schedule providing unit 85 of the terminal device 70 transmits the selected feature information to the management system 50 via the transmitting / receiving unit 71, and inquires about the attendance schedule.

S216: The transmission / reception unit 51 of the management system 50 receives an inquiry about the commuting schedule, and the schedule management unit 58 acquires the commuting schedule associated with the feature information from the commuting schedule management DB 5005. The schedule management unit 58 processes the commuting schedule, and the transmission / reception unit 51 of the management system 50 transmits the commuting schedule.

S217: The transmission / reception unit 71 of the terminal device 70 receives the commuting schedule, and the commuting schedule providing unit 85 displays the commuting schedule screen. FIG. 21 shows an example of the work schedule screen.

Subsequently, it is assumed that the guest who confirms the work schedule screen returns to the selection screen 119 of the major classification items by operating the screen or the like.

S218: The guest operates the terminal device 70 to display the selection screen 119 for a major category of items.

S219: The operation input receiving unit 72 accepts this operation and displays the selection screen 119 of the items of the major classification.

S220: When the guest selects a major category item, the operation input reception unit 72 accepts the item selection.

S221: As a result, the image output unit 77 displays a feature list different from that in FIG. In this feature list, the area name and the like may be different from those in FIG. 14, but the structure such that the items are displayed is the same.

S222: Next, the guest performed an operation to return to the selection screen 119 of the major category items without selecting anything in the feature list. The operation input receiving unit 72 accepts this operation.

S223: In this case, the evaluation information creation unit 74 increases the number of missed calls by "1 / number of items that cannot be called" (1 / "number of items that cannot be called" is counted) for all items that cannot be called in the feature list. For example, if the item "chat" or "offline" in the feature list is "Hokkaido (hd), Tohoku (th), Kyushu (ks)", the number of items that cannot be called is 3, so "hd 1/3" and "th". The number of missed occasions of each feature information such as "1/3" and "ks 1/3" is set to 1/3.

In this case as well, the number of measurements may be changed depending on whether the call is in progress or not. For example, "hd (during a call) 1/4", "th (absent) 1/2", and "ks (during a call) 1/4".

When the guest presses an item during a call or absent from the operator, the number of missed misses is not measured in step S223, so that the number of missed misses is unlikely to exceed 1. However, when the guest returns to the selection screen 119 of the major classification item without selecting anything in several screen transitions, the evaluation information creation unit 74 prevents the number of missed times of one feature information from exceeding 1. (The number of misses over 1 is considered to be 1).

Further, even if the user mistakenly selects an item on the major category item selection screen 119, the guest returns to the major category item selection screen 119 without selecting anything in the feature list. In such a case, since the number of misses is not measured, it is preferable not to measure the number of misses when the selection screen 119 is returned within a certain period of time.

The measurement timing in step S223 may be measured not only when the screen returns to the selection screen 119 for the items of the major classification but also when the person leaves the seat. This is because it is the same in that the guest did not select the item.

S224: The operation input receiving unit 72 receives the operation of step S222, and the image output unit 77 again displays the selection screen 119 for the items of the major classification.

S225: Guest leaves. Leaving a seat means leaving the terminal device 70.

S226: Since the imaging unit 78 does not image the guest, the person recognition unit 83 detects that the same person is not detected. The person recognition unit 83 determines that the customer service of the guest, which has been operated so far, has ended due to leaving the seat. By leaving your seat, you will be able to measure the number of misses for the next guest.

S227: The totaling unit 75 totals the number of missed customer service for each unit time. For example, when three guests operate in the last hour, the number of missed opportunities for three guests is totaled for each feature information.

S228: The number of missed machines transmission unit 76 transmits the total number of missed machines to the management system 50 via the transmission / reception unit 71. The timing of aggregation and transmission may be every time you leave your seat or once a day. The transmission / reception unit 51 of the management system 50 receives the number of missed machines, and the number of missed machines management unit 55 associates the item (feature information) with the time zone and registers the number of missed machines in the missed machine number management DB 5003. In addition, if there is the number of missed machines transmitted from the other terminal device 70, it is totaled.

S229: When the waiting application has been made, the waiting application is no longer necessary due to leaving the seat, so the expected waiting time providing unit 84 of the terminal device 70 specifies the feature information and transmits the waiting cancellation to the management system 50. This feature information has been applied for waiting and is held by the expected waiting time providing unit 84. The transmission / reception unit 51 of the management system 50 receives the wait release, and the waiting number management unit 56 reduces the number of waiting people associated with the feature information of the waiting number management DB 5004 by one. By doing so, the accuracy of the number of people waiting can be improved.

The cancellation of waiting may be transmitted to the management system 50 by the operation of the guest in addition to leaving the seat.

The timing at which the terminal device 70 transmits the wait release may be via a call as well as leaving the seat. The transmission control unit 82 of the terminal device 70 detects that the presence of the feature information selected by the guest in FIG. 14 has been replaced by “online”, starts a call, and transmits a wait release.

As described above, the terminal device can measure the number of missed machines for each feature information. The sequence of FIGS. 20A and 20B is an example, and the screen transition and the processing flow may change depending on the order of guest operations and the like.

FIG. 21 is an example of a work schedule screen. The work schedule screen 300 of FIG. 21 shows the operator's work schedule for one week from the current day on an hourly basis for the characteristic information "San'in Sanyo". As shown in FIG. 21, the number of operators who are scheduled to go to work is indicated by the number of people per hour.

The schedule management unit 58, for example, searches the commuting schedule management DB 5005 with the feature information “th” and repeats the process of adding the number of operators scheduled to commute during the same hour on the same day every hour. As a result, the terminal device 70 can display the work schedule screen 300 as shown in FIG.

Note that FIG. 21 is only an example, and the number of people may be calculated every 30 minutes, or one week's worth may not be displayed.

<Another example of absentee detection method>
In the above, the example of detecting the departure from the seat because the face image of the same person is not captured by the cameras 712a and 712b has been described, but the departure may be detected by a physical sensor.

FIG. 22 schematically shows a pressure sensor 250 that detects seating and leaving. As shown in FIG. 22, the pressure sensor 250 is built in the seat in which the guest sits when operating the terminal device 70. The pressure sensor 250 outputs a voltage according to the weight of the guest. For example, a piezoelectric element (piezo element) is used as the pressure sensor, but the element is not limited to this, as long as it can detect the pressure. For example, it may be a mechanical switch that is turned on by pressing a predetermined value or more. The pressure sensor 250 is one of the absentee detection units.

The output of the pressure sensor 250 is transmitted to the terminal device 70 by wire or wirelessly, and the evaluation information creating unit 74 determines whether or not the number of missed moments of the same characteristic information may be measured by the detection value of the pressure sensor. For example, when the seating is detected by the signal from the pressure sensor 250, the flag is turned on, and while the flag is on, the number of missed moments of the same feature information is measured only once. When the signal from the pressure sensor 250 detects leaving the seat, the flag is turned off and the number of missed moments of the feature information is initialized.

In addition to the pressure sensor 250, an infrared sensor, an ultrasonic sensor, or the like may be used to determine whether to sit or leave.

<Screen example of the number of special occasions displayed by the management terminal>
The manager on the store side can communicate the management terminal 40 with the management system 50 at an arbitrary timing, and display the missed machine count display screen on the management terminal 40.

FIG. 23 is an example of the number of missed machines display screen 310 displayed by the management terminal 40. In FIG. 23, the number of missed events is displayed as a bar graph on the vertical axis for each feature information on the horizontal axis. Since the number of missed machines can be calculated for each period, the period 331 in which the number of missed machines is calculated is displayed. The administrator can evaluate which feature information has a large number of misses by looking at such a screen.

The administrator can specify a period, a date, a day of the week, a time zone, and the like on the management terminal 40, and can evaluate which feature information is missed frequently for each specific day, day of the week, and time zone.

<Summary>
As described above, the communication system 100 of the present embodiment provides the administrator with the number of missed occasions that missed the opportunity to serve customers regardless of whether the guest selects an item or not. Can be evaluated.

In the first embodiment, the terminal device 70 detects seating and leaving by the cameras 712a, 712b or the sensor, but in this embodiment, the terminal device 70 that detects the seating and leaving by the screen saver will be described.

<About functions>
FIG. 24 is a functional block diagram of an example of the terminal devices 10, 70, and the management system 50 included in the communication system 100 of the present embodiment. In the description of FIG. 24, since the components having the same reference numerals in FIG. 6 perform the same function, only the main components of the present embodiment may be mainly described.

The terminal device 70 of this embodiment newly has a screen saver operating unit 86. The screen saver actuating unit 86 activates and deactivates the screen saver. A screen saver is software that displays animations such as images and characters when there is no input or operation from the user for a certain period of time. The screen saver is canceled when there is some operation by the user. The screen saver operating unit 86 is one of the seat departure detection units.

<Measurement operation of the number of missed machines>
25A and 25B are examples of sequence diagrams showing a procedure in which the communication system measures the number of missed misses. In the description of FIGS. 25A and 25B, the differences from FIGS. 20A and 20B will be mainly described. FIG. 25A starts with the screen saver operating.

S202-2: When the guest is seated, the guest operates the terminal device 70, the operation input receiving unit 72 accepts the operation, and the screen saver operating unit 86 releases the screen saver. As a result, the selection screen 119 for the major categories shown in FIG. 17 is displayed.

Subsequent processes from steps S203 to S225 may be the same as those in FIGS. 20A and 20B.
S225-2: Since no one operates the terminal device 70 when the guest leaves the seat, the screen saver operating unit 86 operates the screen saver after a certain period of time has passed since the guest left the seat. The terminal device 70 determines that the customer service of the guest, which has been operated so far, has ended due to leaving the seat. By leaving the seat, the evaluation information creation unit 74 will be able to measure the number of missed occasions of the next guest. Subsequent processing may be the same as in FIGS. 20A and 20B.

<Summary>
Therefore, in addition to the effect of the first embodiment, the communication system 100 of the present embodiment can detect the departure from the seat by the screen saver.

In the first embodiment, when the guest returns to the screen of the major category items without selecting the item in the feature list, the evaluation information creation unit 74 sets the number of missed occasions of "1 / number of items that cannot be called" for each feature information. Measured to.

In this embodiment, the terminal device 70 will be described in which the management system 50 records the selection rate of the sub-category items in advance, and uses each item selection rate to weight the items that cannot be talked to the operator to measure the number of missed events. ..

<About functions>
FIG. 26 is a functional block diagram of an example of the terminal devices 10, 70, and the management system 50 included in the communication system 100 of the present embodiment. In the description of FIG. 26, since the components having the same reference numerals in FIG. 6 perform the same function, only the main components of the present embodiment may be mainly described.

The management system 50 of this embodiment newly has a selectivity recording unit 58-2. The selection rate recording unit 58-2 records the selection rate for each feature information in the selection rate management DB 5006 according to the fact that the item from each terminal device 70 is selected and the feature information. Therefore, the selectivity management DB 5006 is constructed in the storage unit 5000.

FIG. 27 is a conceptual diagram showing a selectivity management table stored in the selectivity management DB 5006. In the selection rate management table, the number of selections and the selection rate are recorded in association with the items and the feature information. The number of selections is the number of times each item has been selected by the guest in the past. Selection means that the item button is pressed. The number of selections may be the sum of all the past selections, but for example, only the number of selections in a certain period may be totaled. In this case, the selection date and time of each item is recorded, and the selection history older than a certain level is deleted.

The selection rate is the ratio of the number of selections of each item to the total number of selections of each item. From FIG. 27, for example, it can be seen that the selection rate is higher in Kanto than in Hokkaido. A selection rate management table as shown in FIG. 27 is prepared for each screen of the selection list.

It will be described back to FIG. The terminal device 70 of this embodiment newly has a selectivity acquisition unit 87. The selection rate acquisition unit 87 acquires the selection rate for each feature information managed by the management system 50 from the management system 50. Since the selection rate does not change suddenly and greatly, it may be acquired once a day, such as when the administrator logs in or when the terminal device 70 is started. However, it may be acquired every hour or irregularly.

<Operation procedure>
FIG. 28 is an example of a sequence diagram showing a procedure in which the communication system 100 updates the selectivity. The process of FIG. 28 starts with the feature list shown in FIG. 14 displayed.

S301: The user selects an arbitrary item. This selection corresponds to the feature selection acceptance process in step S82 of FIG. The operation input receiving unit 72 determines which item is selected based on the pressed coordinates, and identifies the selected feature information. The items included in the measurement of the number of selections may or may not be limited to the items in which the operator can make a call.

Moreover, when the same person selects the same item, it does not matter whether it is included in the measurement or not. When measuring when the same person selects the same item, it is also possible to measure the number of selections by considering the number of times as the strength of selection when the guest presses the item that cannot be talked to many times. When the same person selects the same item but does not measure the number of selections, the cameras 712a and 712b may be used for judgment as in the first embodiment, the pressure sensor may be used for the determination, and the second embodiment. Similarly, the screen saver may be used for judgment.

S302: The transmission / reception unit 71 of the terminal device 70 transmits the selected feature information to the management system 50.

S303: The transmission / reception unit 51 of the management system 50 receives the feature information, and the selection rate recording unit 58-2 records the number of selections in association with the feature information of the selection rate management DB 5006. It also updates the selectivity.

<Measurement operation of the number of missed machines>
29A and 29B are examples of sequence diagrams showing a procedure in which the communication system 100 measures the number of missed misses. In the description of FIGS. 29A and 29B, the differences from FIGS. 20A and 20B will be mainly described.

S301: The selection rate acquisition unit 87 of the terminal device 70 requests the selection rate from the management system 50. As described above, the acquisition timing may be once a day or the like.

S302: The transmission / reception unit 51 of the management system 50 receives the request, and the selection rate recording unit 58-2 transmits the selection rate read from the selection rate management DB 5006 to the terminal device 70 via the transmission / reception unit 51. The transmission / reception unit 71 of the terminal device 70 receives the selection rate and stores it in the storage unit 7000.

Subsequent processes in steps S201 to S222 may be the same as those in FIGS. 20A and 20B.

S223-2: When the guest returns to the selection screen of the major category items without selecting anything in the feature list, the evaluation information creation unit 74 calls for all the items that cannot be called in the feature list. Increase the number of missed calls by the ratio of "selection rate of characteristic information when the operator cannot make a call" to "total selection rate of items that cannot be called".

The higher the selection rate, the more likely the guest wanted to select. Therefore, for example, when the item of "chat" or "offline" is "Hokkaido (hd), Tohoku (th), Kyushu (ks)" and the selection rate is 0.039, 0.089, 0.280, respectively, the item of each item The number of missed occasions is as follows.
hd: 0.039 / (0.039 + 0.089 + 0.280) = 0.09 times
th: 0.089 / (0.039 + 0.089 + 0.280) = 0.22 times
ks: 0.280 / (0.039 + 0.089 + 0.280) = 0.69 times In this way, when the user returns to the previous screen without selecting anything in the selection list, the number of missed moments is measured by the pre-aggregated selection rate. By doing so, the number of missed moments can be measured more accurately.

<Summary>
Therefore, in addition to the effect of the first embodiment, the communication system 100 of the present embodiment can more accurately measure the number of missed events when the user returns to the previous screen without selecting anything in the selection list.

<Other application examples>
The best mode for carrying out the present invention has been described above with reference to Examples, but the present invention is not limited to these Examples, and various modifications are made without departing from the gist of the present invention. And substitutions can be made.

For example, in the present embodiment, the terminal device 70 has a presence for each feature information in advance, and the number of misses is measured when the guest selects the feature information, but the terminal device 70 actually communicates with the terminal device 10. You may measure the number of missed moments when you make a call and the operator does not come out.

Further, in the present embodiment, the method of evaluating the opportunity loss that missed the opportunity of customer service has been described by taking the customer service of a travel agency as an example, but it can be suitably applied to other industries. For example, in the financial industry, the major categories are account opening, investment, loans, mortgages, etc., and the minor categories when investment is selected are domestic stocks, overseas stocks, international stocks, funds, and so on. The communication system can measure the number of missed occasions for domestic stocks, overseas stocks, international stocks, and funds.

In addition, it can be applied to the window of the local government. For example, the number of missed occasions can be measured for each task (resident's card, family register copy, tax payment, oversized garbage, pension, etc.) that the staff is in charge of. Further, it may be applied to a hospital to measure the number of missed occasions for each clinical department.

Further, the management system 50 may have the function of the relay device 30, or the relay device 30 may have the function of the management system 50. Further, the function of the management system 50 may be realized by a plurality of servers, or a plurality of management systems 50 may exist.

Further, the configuration examples such as FIG. 6 shown in the above embodiments are divided according to the main functions in order to facilitate understanding of the processes of the management system 50 and the terminal devices 10 and 70. However, the present invention is not limited by the method and name of division of each processing unit. The management system 50 and the terminal devices 10 and 70 can be further divided into more processing units according to the processing contents. Further, one processing unit can be divided so as to include more processing.

Each function of the embodiment described above can be realized by one or more processing circuits. Here, the "processing circuit" in the present specification is a processor programmed to execute each function by software such as a processor implemented by an electronic circuit, or a processor designed to execute each function described above. It shall include devices such as ASIC (Application Specific Integrated Circuit), DSP (digital signal processor), FPGA (field programmable gate array) and conventional circuit modules.

7 stores 8 call centers 10, 70 terminal equipment 30 relay equipment 50 management system 100 communication system

JP-A-2018-022284

Claims (16)

A terminal device that communicates with a terminal device operated by an operator via a network.
A receiver that receives feature information about the features of the operator from the terminal device,
An image output unit that displays a predetermined list of the feature information on the screen, and
An operation input reception unit that accepts selection of the feature information from the screen,
When the operator corresponding to the feature information received by the operation input reception unit cannot make a call, the evaluation information creation unit that creates evaluation information for evaluating the opportunity loss of the call, and the evaluation information creation unit.
A terminal device characterized by having. The terminal device according to claim 1, wherein the evaluation information creating unit counts the number of times the operation input receiving unit accepts a selection as the evaluation information for each feature information. It has a state management information storage unit in which a state regarding whether or not the operator can make a call is recorded for each of the feature information displayed on the screen.
Claim 1 is characterized in that the evaluation information creating unit detects that an operator corresponding to the feature information received by the operation input receiving unit cannot make a call based on the state management information storage unit. Or the terminal device according to 2. It has a seat leaving detection unit that detects that the user who operates the terminal device has left the seat.
The evaluation information creating unit counts only the first time for the feature information for which the operation input receiving unit has accepted the selection when the user's leaving the seat is not detected by the seat leaving detecting unit. Item 2. The terminal device according to item 2. The claim is characterized in that the absentee detection unit is a person recognition unit that determines whether or not the person is the same person based on a user's face image captured by the imaging device, or a pressure sensor that detects the weight of the user. 4. The terminal device according to 4. The absentee detection unit is a screen saver that is released by a user's operation on the terminal device and operates without operating the terminal device for a certain period of time.
The terminal device according to claim 4, wherein the user who operates the terminal device detects that the user who operates the terminal device has left the seat due to the operation of the screen saver. In the state management information storage unit, as a state regarding whether or not the operator can make a call, whether the call is possible, during a call, or absent is recorded for each of the feature information displayed on the screen.
The third aspect of claim 3 is characterized in that it has an estimated waiting time providing unit that displays an estimated waiting time until a call can be made with the operator when an operator corresponding to the characteristic information received by the operation input receiving unit is in a call. The terminal device described. When the operator corresponding to the feature information received by the operation input receiving unit is in a call, the expected waiting time providing unit transmits a waiting application waiting for a call with the operator corresponding to the feature information to the information processing device. ,
A claim characterized in that the expected waiting time providing unit displays the estimated waiting time based on the number of waiting people acquired from the information processing apparatus, or displays the estimated waiting time acquired from the information processing apparatus. Item 7. The terminal device according to item 7. When the operator corresponding to the feature information received by the operation input reception unit is absent, the information processing device that manages the attendance schedule of the operator is requested to perform the attendance schedule.
The terminal device according to claim 7, further comprising an attendance schedule providing unit that displays the attendance schedule acquired from the information processing apparatus. When the operation input receiving unit accepts an operation of transitioning from the feature information list screen to another screen without accepting the selection of the feature information.
Claims 2 to 9 are characterized in that the evaluation information creating unit counts the number of times of "the number of the feature information in a state where the operator cannot make a call" as the evaluation information on the screen of the feature information list. The terminal device according to any one of the above items. It has a seat leaving detection unit that detects that the user who operates the terminal device has left the seat.
When the absentee detection unit detects the user's absenteeism without accepting the selection of the feature information,
Claims 2 to 9 are characterized in that the evaluation information creating unit counts the number of times of "the number of the feature information in a state where the operator cannot make a call" as the evaluation information on the screen of the feature information list. The terminal device according to any one of the above items. It has a selection rate acquisition unit that acquires the selection rate from an information processing device that manages the selection rate of each feature information on the screen of the feature information list.
When the operation input receiving unit accepts an operation of transitioning from the feature information list screen to another screen without accepting the selection of the feature information.
The evaluation information creation unit is one-third of the "selection rate of the feature information in the state where the operator cannot make a call" with respect to the "total selection rate of the feature information in the state where the operator cannot make a call" on the screen of the list of feature information. The terminal device according to any one of claims 2 to 9, wherein the number of times is counted as the evaluation information. It has a selection rate acquisition unit that acquires the selection rate from an information processing device that manages the selection rate of each feature information on the screen of the feature information list.
When the absentee detection unit detects the user's absenteeism without accepting the selection of the feature information,
The evaluation information creation unit is one-third of the "selection rate of the feature information in the state where the operator cannot make a call" with respect to the "total selection rate of the feature information in the state where the operator cannot make a call" on the screen of the list of feature information. The terminal device according to claim 11, wherein the number of times is counted as the evaluation information. A communication system in which a first terminal device and a second terminal device operated by an operator communicate with each other via a network.
The first terminal device is
It has a transmitter that transmits feature information about the features of the operator to the second terminal device.
The second terminal device is
A receiving unit that receives feature information about the features of the operator from the first terminal device, and
An image output unit that displays a predetermined list of the feature information on the screen, and
An operation input reception unit that accepts selection of the feature information from the screen,
When the operator corresponding to the feature information received by the operation input reception unit cannot make a call, the evaluation information creation unit that creates evaluation information for evaluating the opportunity loss of the call, and the evaluation information creation unit.
A communication system characterized by having. It is a communication method performed by a communication system in which a first terminal device operated by an operator and a second terminal device communicate with each other via a network.
The first terminal device is
The feature information regarding the feature of the operator is transmitted to the second terminal device, and the feature information is transmitted.
The second terminal device is
A step in which the receiving unit receives characteristic information regarding the characteristics of the operator from the first terminal device, and
A step in which the image output unit displays a predetermined list of the feature information on the screen, and
A step in which the operation input receiving unit accepts the selection of the feature information from the screen,
A measurement step in which the evaluation information creation unit creates evaluation information for evaluating the opportunity loss of a call when the operator corresponding to the feature information received by the operation input reception unit cannot make a call.
A communication method characterized by having. A terminal device that communicates with a terminal device operated by an operator via a network,
A receiver that receives feature information about the features of the operator from the terminal device,
An image output unit that displays a predetermined list of the feature information on the screen, and
An operation input reception unit that accepts selection of the feature information from the screen,
A program for functioning as an evaluation information creation unit that creates evaluation information for evaluating a call opportunity loss when an operator corresponding to the feature information received by the operation input reception unit cannot make a call.

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