JP5156403B2 - Connection control device, connection control method, and connection control program - Google Patents

Description

  The present invention relates to a connection control device, a connection control method, and a connection control program. Specifically, an incoming call destination (operator, IVR, etc.) in a call center can be achieved by achieving a predetermined evaluation index and minimizing operation costs. The present invention relates to technology for automatic control from a viewpoint.

For example, an operator operates an incoming call from a communication line for the purpose of providing an incoming call distribution system, an incoming call distribution method, and an incoming call distribution control device capable of improving the response rate of a call center. An incoming call distribution device that distributes to any one of a plurality of operator terminals, and a distribution control device that controls the incoming call distribution device. The distribution control device is communicably connected to each of the operator terminals. The operator terminal identification information is associated with information indicating whether the operator terminal is waiting for an incoming call and information indicating whether the operator terminal is permitted to accept an incoming call. An operator management table to be stored and a distribution destination for selecting the operator terminal waiting for an incoming call with reference to the operator management table A selection unit, a distribution setting unit that sets the incoming call distribution device so that the selected operator terminal is a distribution destination of the incoming call, and an operator management table that stores the incoming call from the operator terminal. When the number of distributable terminals for acquiring the number of terminals and the acquired number of terminals is less than a predetermined threshold, from the operator management table, among the operator terminals not waiting for the distribution of the incoming call, This message is a message indicating that a delivery destination candidate selection unit that selects one that is permitted to receive an incoming call and an instruction to wait for delivery of the incoming call to each of the selected operator terminals. A standby instruction message transmission unit for transmitting a standby instruction message, wherein the operator terminal transmits the standby instruction message transmitted from the distribution control device. An incoming call distribution system (refer to Patent Document 1) including: a standby instruction message receiving unit that receives a message; and a standby instruction notification unit that notifies the operator that the standby instruction message has been received. Proposed.
JP 2005-340912 A

By the way, in the conventional call center management system, when the incoming call destination is distributed to the operator or the like, the destination is not automatically determined in consideration of the operation cost and the evaluation index value such as KPI.
Accordingly, the present invention has been made in view of the above problems, and an object of the present invention is to provide a technique for automatically controlling an incoming call destination at a call center so that an evaluation index can be achieved with a minimum operation cost.

  The connection control device of the present invention is a computer that controls connection of incoming calls in a call center, and communicates with a telephone exchange that receives incoming power from a predetermined network, and communicates with the telephone exchange to obtain each incoming call. An operation management table storing attribute information and a call state of an incoming call operator or voice automatic answering device, an operator management table storing a cost unit price for incoming calls in each operator or voice automatic answering device, and the operation management An operation statistics table that stores cumulative values of the number of incoming calls at the call center, the number of incoming calls at the operator or the automatic voice response device, and the operation cost, calculated based on the stored information in the table and the operator management table, and the call center Predetermined evaluation index, target value of evaluation index, operator Is an index management table storing an evaluation index value and an operation cost calculation formula with the cumulative value related to the automatic voice response device as a variable, storage means for storing, and receiving a notification of incoming call reception from the telephone exchange, The cumulative value when each operator or the automatic voice response device is selected as the destination to which the incoming call is connected is calculated based on the storage information of the operation statistics table and the storage information of the operator management table, and cumulative value candidates As a cumulative value calculation means for storing in the memory, and reading the cumulative value candidate data from the memory, reading the calculation formula of the evaluation index from the index management table, and the cumulative value candidate data for the variable of the calculation formula To calculate the evaluation index value and the operating cost when each operator or the automatic voice response device is the destination. An index value calculating means, comparing the calculated evaluation index value with the target value of the corresponding evaluation index in the index management table, and in the order of the evaluation index value that more satisfies the target value at a lower operating cost. An incoming call candidate generating means for identifying an automatic voice response device and generating an incoming call candidate list and storing it in a memory, and reading out the incoming call candidate list from the memory, in order from the highest operator in the list or the automatic voice response device And incoming call candidate notification means for notifying the telephone exchange as an incoming call destination for the incoming call.

  In the connection control device, the index management table indicates a plurality of evaluation indexes related to a call center, a target value corresponding to each evaluation index, a calculation formula for the evaluation index value, and a priority order among the evaluation indexes. A weight value, and a notification of incoming call reception from the telephone exchange, based on the storage information of the operation management table and the storage information of the operator management table at the time of the incoming call reception notification A cumulative updating means for performing update processing of the operational statistics table for each cumulative value of the number of incoming calls, the number of incoming calls at the operator or the automatic voice response device, and the operational cost in the call center, and the cumulative value from the operational statistical table. Read data, read the calculation formula and weight value of each evaluation index from the index management table, variable of the calculation formula Current index value calculation means for calculating the evaluation index value of each evaluation index by multiplying the calculated value obtained by applying the cumulative value data to the weight value, and the corresponding evaluation index in the calculated evaluation index value and the index management table Improvement target specifying means for comparing an evaluation index with the lowest achievement level of the target value as an improvement target evaluation index, and the assumed index value calculation means includes the cumulative value from the memory. Read candidate data, read the calculation formula of the improvement target evaluation index from the index management table, apply the cumulative value candidate data to the variable of the calculation formula, and receive each operator or the automatic voice response device The evaluation index value and the operating cost related to the improvement target evaluation index in the case of the destination are calculated, and the incoming call candidate generation means evaluates the calculated operating cost Comparison between standard values and comparison between the calculated evaluation index value and the target value of the evaluation target evaluation index in the index management table, and the order of evaluation index values satisfying the target value at a lower operating cost The operator or the voice automatic response device may be specified to generate an incoming call candidate list and store it in the memory.

Further, in the connection control device, the storage unit includes a correlation table storing correlation information of evaluation index values between evaluation indexes, and the improvement target specifying unit specifies the improvement target evaluation index, An evaluation index whose correlation with the improvement target evaluation index is higher than a predetermined standard is specified in the correlation table as a high correlation evaluation index, and the assumed index value calculation means stores the candidate for the accumulated value from the memory. And reading each calculation formula of the improvement target evaluation index and the high correlation evaluation index from the index management table, applying the cumulative value candidate data to the variable of each calculation formula, Evaluation index values and operating costs for the improvement target evaluation index and the high correlation evaluation index when the operator or the automatic voice response device is the destination The incoming call candidate generation means compares the calculated improvement target evaluation index and the evaluation index value of the operating cost related to the high correlation evaluation index, and calculates the calculated improvement target evaluation index. Compare the evaluation index value with the target value, and compare the evaluation index value with the target value with respect to the high correlation evaluation index, across the improvement target evaluation index and the high correlation evaluation index, and more The operator or the voice automatic answering device may be specified in the order of evaluation index values that more satisfy the target value at a lower operating cost, and an incoming call candidate list may be generated and stored in the memory.
In the connection control device, the index management table indicates a plurality of evaluation indexes related to a call center, a target value corresponding to each evaluation index, a calculation formula for the evaluation index value, and a priority order among the evaluation indexes. The assumed index value calculation means reads the data of the cumulative value candidate from the memory, reads each calculation formula of a plurality of evaluation indices from the index management table, and stores each of the weight values. Applying the cumulative value candidate data to the variable of the calculation formula to calculate each evaluation index value and operation cost when each operator or voice automatic response device is the destination, the incoming candidate generation means The calculated evaluation index values are compared with the target value of the corresponding evaluation index in the index management table, and in the order of evaluation index values that satisfy the target value across the evaluation index. Lists Operator or Voice Response, this list may be is for storing sorted in descending order of the calculated the operating costs to produce the incoming candidate list in memory.

Further, the connection control method of the present invention provides a computer that performs connection control for incoming calls in a call center, a communication means that communicates with a telephone switch that receives power from a predetermined network, and each incoming call that is acquired through communication with the telephone switch An operation management table storing attribute information and a call state of an operator or a voice automatic response device according to the destination, an operator management table storing a cost unit price for receiving an incoming call in each operator or voice automatic response device, and the operation An operation statistics table that stores the cumulative values of the number of incoming calls, the number of incoming calls at the operator or the voice automatic answering device, and the operation cost in the call center, calculated based on the storage information of the management table and the operator management table, and the call center Predetermined evaluation index, target value of the evaluation index, and operator Or an index management table that stores an evaluation index value and an operation cost calculation formula using the accumulated value as a variable regarding the automatic voice response device, storage means for storing, and calculation means, and from the telephone exchange Upon receipt of the incoming call reception notification, the accumulated value when each operator or the automatic voice response device is selected as the destination to which the incoming call is connected is stored in the storage information of the operation statistics table and the storage information of the operator management table. A cumulative value calculation process in which the calculation is performed based on the stored value and stored in the memory as a cumulative value candidate; the cumulative value candidate data is read from the memory; the evaluation index calculation formula is read from the index management table; Applying the above cumulative value candidate data to each operator or an automatic voice response device as an incoming call destination, the evaluation index value and operation The estimated index value calculation process for calculating the evaluation index, the calculated evaluation index value and the target value of the corresponding evaluation index in the index management table are compared, and the evaluation satisfies the target value at a lower operating cost. An operator or voice automatic answering device is identified in the order of the index values, an incoming call candidate list is generated and stored in a memory, and an incoming call candidate generation process is read out from the memory, and the highest operator in the list Alternatively, an incoming call candidate notification process of notifying the telephone exchange as an incoming call destination for the incoming call in order from the voice automatic answering device is performed.
In the connection control method, in the computer, the index management table in the storage unit includes a plurality of evaluation indexes related to a call center, a target value corresponding to each evaluation index, a calculation formula for the evaluation index value, and each evaluation index. And a weight value indicating a priority order among them, and in the assumed index value calculation process, the cumulative value candidate data is read from the memory, and each calculation of a plurality of evaluation indices is calculated from the index management table. Read the formula, apply the cumulative value candidate data to the variable of each calculation formula, calculate each evaluation index value and operating cost when each operator or voice automatic response device is the destination, In the incoming call candidate generation process, each of the calculated evaluation index values is compared with the target value of the corresponding evaluation index in the index management table, The operator or voice response system is listed in the order of evaluation index values that satisfy the target value across the price index, and this list is sorted in descending order of the calculated operating cost to generate an incoming call candidate list. It may be stored in memory.

Further, the connection control program of the present invention provides communication means for communicating with a telephone exchange receiving power from a predetermined circuit network, and communication information obtained by communicating with the telephone exchange in order to perform incoming connection control at a call center. An operation management table storing attribute information and a call state of an incoming call operator or voice automatic answering device, an operator management table storing a cost unit price for incoming calls in each operator or voice automatic answering device, and the operation management An operation statistics table that stores cumulative values of the number of incoming calls at the call center, the number of incoming calls at the operator or the automatic voice response device, and the operation cost, calculated based on the stored information in the table and the operator management table, and the call center Predetermined evaluation index, target value of evaluation index, operator or An index management table that stores an evaluation index value and an operation cost calculation formula using the cumulative value related to the automatic voice response device as a variable, a storage means that stores the calculation means, and a computer that includes the calculation means. Upon receipt of the incoming call reception notification, the accumulated value when each operator or the automatic voice response device is selected as the destination to which the incoming call is connected is stored in the storage information of the operation statistics table and the storage information of the operator management table. Calculating based on and storing the accumulated value candidate in the memory, reading the accumulated value candidate data from the memory, reading the calculation formula of the evaluation index from the index management table, the variable of the calculation formula By applying the cumulative value candidate data, the evaluation index value when each operator or voice automatic answering device is the destination Calculating the operating cost, comparing the calculated evaluation index value with the target value of the corresponding evaluation index in the index management table, and the order of the evaluation index value that satisfies the target value at a lower operating cost. The operator or voice automatic answering device is identified and the incoming call candidate list is generated and stored in the memory, the incoming call candidate list is read from the memory, and the operator or voice automatic answering device at the top of the list is sequentially read. And a step of notifying the telephone exchange as an incoming call destination for the incoming call.
In the connection control program, the index management table in the storage means includes a plurality of evaluation indexes related to a call center, a target value corresponding to each evaluation index, a calculation formula for the evaluation index value, and priority among the evaluation indexes. In the step of calculating the evaluation index value and the operating cost in the computer storing the weight value indicating the rank, the cumulative value candidate data is read from the memory, and a plurality of evaluation indices are read from the index management table. Read each calculation formula and apply the cumulative value candidate data to the variables of each calculation formula to calculate each evaluation index value and operation cost when each operator or voice response device is the destination are allowed, in the step of storing in a memory to generate the incoming candidate list, a plurality of the evaluation index value the calculated and the index management table Compared with the target value of the corresponding evaluation index, the operator or the voice automatic response device is listed in the order of the evaluation index value that satisfies the target value across the evaluation index, and this list is calculated as the calculated operating cost. The incoming call candidate list may be generated by sorting in descending order and stored in the memory.

  In addition, as said evaluation index, KPI (Key Performance Indicator) can be assumed, for example. This KPI is an important performance evaluation index to achieve organizational goals. The automatic voice response device is a device called IVR (Interactive Voice Response), and is a computer system that performs automatic voice response at a company telephone window. This IVR selects a corresponding response from voices recorded in advance according to the dialing operation of the caller and the content of the utterance and automatically reproduces it on the caller side.

  In addition, the problems disclosed by the present application and the solutions thereof will be clarified by the embodiments of the present invention and the drawings.

  According to the present invention, an incoming call destination at a call center can be automatically controlled so that an evaluation index can be achieved with a minimum operation cost.

--- System configuration ---
Embodiments of the present invention will be described below in detail with reference to the drawings. FIG. 1 is a configuration diagram of a connection control device 100 according to the present embodiment. A connection control apparatus 100 (hereinafter, apparatus 100) in the present embodiment is a computer apparatus that performs incoming call connection control in a call center using information obtained by communicating with a telephone exchange 200 that receives power from a predetermined line network. A situation in which the device 100 is integrally provided with the telephone exchange 200 can also be assumed. The destination (connection destination) for receiving incoming calls is assumed to be an operator terminal 300 or an IVR 400 (automatic voice response device) used by an operator in the call center.

  The apparatus 100 reads out the program 102 stored in the storage means 101 such as a nonvolatile memory to the memory 103 and executes it by the CPU 104 as the calculation means in order to realize the function of executing the connection control method of the present invention. In addition, the device 100 includes an input interface 105 such as various buttons generally provided in a computer device, an output interface 106 such as an LED or a display, and a communication unit 107 that performs communication with the telephone switch 200. doing.

  Next, a description will be given of means configured and held by the apparatus 100 based on the program 102, for example. The apparatus 100 can use the operation management table 125, the operator management table 126, the operation statistics table 127, the index management table 128, and the correlation table 129 in the storage unit 101.

  The apparatus 100 receives the notification of incoming call reception from the telephone exchange 200, and uses the accumulated value when the operator or the voice automatic response apparatus 400 is selected as an incoming call destination to which the incoming call is connected. And a cumulative value calculating means 110 for calculating the stored value in the memory 103 as a cumulative value candidate.

  Further, the apparatus 100 reads the accumulated value candidate data from the memory 103, reads the evaluation index calculation formula from the index management table 128, and applies the cumulative value candidate data to the variable of the calculation formula. Then, an assumed index value calculation unit 111 that calculates an evaluation index value and an operation cost when each operator or the automatic voice response device 400 is a destination is provided.

  In addition, the apparatus 100 compares the calculated evaluation index value with the target value of the corresponding evaluation index in the index management table 128, and in the order of the evaluation index value that more satisfies the target value at a lower operating cost. There is provided an incoming call candidate generation means 112 that specifies the operator or the automatic voice response device 400 and generates an incoming call candidate list and stores it in the memory 103.

  Further, the device 100 reads the incoming call candidate list from the memory 103 and notifies the telephone exchange 200 as the incoming call destination for the incoming call in order from the highest operator in the list or the automatic voice response device 400. Incoming candidate notification means 113 is provided.

  The index management table 128 stores a plurality of evaluation indexes related to a call center, a target value corresponding to each evaluation index, a calculation formula for the evaluation index value, and a weight value indicating a priority between the evaluation indexes. In other words, it may be assumed that there are a plurality of evaluation indexes. In this case, the device 100 receives the incoming call reception notification from the telephone exchange 200, and based on the storage information of the operation management table 125 and the storage information of the operator management table 126 at the time of the incoming call reception notification. In addition, it is possible to provide a cumulative update unit 114 that performs a process of updating the operation statistics table 127 related to the accumulated values of the number of incoming calls, the number of incoming calls by the operator or the automatic voice response device 400, and the operation cost in the call center.

  At this time, the device 100 reads the accumulated value data from the operation statistics table 127, reads the calculation formula and weight value of each evaluation index from the index management table 128, and performs the calculation for the variables of the calculation formula. A current index value calculation unit 115 may be provided that calculates the evaluation index value of each evaluation index by multiplying the calculated value to which the cumulative value data is applied by the weight value.

  At this time, the apparatus 100 compares the calculated evaluation index value with the target value of the corresponding evaluation index in the index management table 128, and uses the evaluation index with the lowest achievement of the target value as the improvement target evaluation index. The improvement target specifying means 116 for specifying may be provided.

  At this time, the assumed index value calculation means 111 reads the data of the cumulative value candidate from the memory 103, reads the calculation formula of the evaluation target evaluation index from the index management table 128, and sets it as a variable of the calculation formula. On the other hand, the cumulative value candidate data is applied to calculate the evaluation index value and the operating cost related to the improvement target evaluation index when each operator or the automatic voice response device 400 is the destination.

  At this time, the incoming call candidate generation unit 112 compares the calculated operating cost between the evaluation index values, and calculates the calculated evaluation index value and the target value of the improvement target evaluation index in the index management table 128. The comparison may be performed, the operator or the automatic voice response device 400 may be specified in the order of the evaluation index value that satisfies the target value at a lower operating cost, and the incoming call candidate list may be generated and stored in the memory 103.

  In addition, the apparatus 100 may include a correlation table 129 that stores information on correlation of evaluation index values between evaluation indexes in the storage unit 101. In this case, when the improvement target specifying unit 116 specifies the improvement target evaluation index, the correlation table is set as an evaluation index having a correlation higher than a predetermined standard with the improvement target evaluation index as a high correlation evaluation index. It is specified at 129. Further, the assumed index value calculation means 111 reads the data of the cumulative value candidate from the memory 103, reads each calculation formula of the improvement target evaluation index and the high correlation evaluation index from the index management table 128, By applying the cumulative value candidate data to the variables of the respective calculation formulas, each evaluation regarding the improvement target evaluation index and the high correlation evaluation index when each operator or the automatic voice response device 400 is a destination The index value and the operating cost may be calculated. In addition, the incoming call candidate generation unit 112 compares the calculated improvement target evaluation index and the evaluation index value of the operating cost regarding the high correlation evaluation index, and the calculated evaluation index value regarding the improvement target evaluation index. And the target value, and the evaluation index value for the high correlation evaluation index and the target value, and across the improvement target evaluation index and the high correlation evaluation index at a lower operating cost. The incoming call candidate list may be generated by specifying the operator or the automatic voice response device 400 in the order of evaluation index values that more satisfy the target value, and stored in the memory 103.

  Note that the units 110 to 116 in the apparatus 100 described so far may be realized as hardware, or may be realized as a program stored in an appropriate storage unit such as a memory or an HDD (Hard Disk Drive). In this case, the CPU 104 reads the corresponding program from the storage means 101 to the memory 103 and executes it in accordance with the program execution. As for the network 140, a network according to the communication protocol is assumed.

--- Example of table structure ---
Next, the structure of the table used by the apparatus 100 in this embodiment will be described. FIG. 2 is a diagram showing an example of the data structure of (a) the operation management table 125, (b) the operator management table 126, and (c) the operation statistics table 127 in this embodiment.

  The operation management table 125 is a table that stores attribute information and a call state of an operator or voice automatic response device 400 corresponding to each incoming call, acquired through communication with the telephone exchange 200. This operation management table 125 includes, for example, an operator ID as a key, an operator name, an extension number, an operation status indicating a call state (eg, waiting for an incoming call, being handled, management work), authority (eg, operator, team leader, supervisor) ), A special correspondence flag (a flag indicating that a specially important matter is handled and indicating that an incoming call cannot be received) and an update date and time are associated with each other.

  In addition, the operator management table 126 is a table that stores the cost unit price when each operator or the automatic voice response device handles incoming calls. The operator management table 126 is, for example, a collection of records in which information such as an operator name, a work ID, a skill ID and skill level of a skill of the corresponding operator, a unit price per hour, and an update date / time is associated with the operator ID as a key. ing.

  Further, the operation statistics table 127 is calculated based on the stored information of the operation management table 125 and the operator management table 126, and includes the number of incoming calls, the number of incoming calls at the operator or the voice automatic response device, and the operation cost. It is a table storing each accumulated value. This operation statistics table 127 stores, for example, monthly cumulative values (of course, it is possible to store cumulative values for every other predetermined period such as yearly), and a business ID indicating a call center is stored. As a key, it is a collection of records in which information such as business name, number of incoming calls from operators, number of incoming calls from IVR, number of incoming calls, call time, labor cost, maximum number of operator logons, operator logon time are associated.

  FIG. 3 is a diagram showing an example of the data structure of (a) index management table 128 and (b) correlation table 129 in the present embodiment.

  The index management table 128 stores a predetermined evaluation index related to a call center, a target value of the evaluation index, an evaluation index value using the accumulated value related to an operator or an automatic voice response device as a variable, and a calculation formula for operating costs. It is. The index management table 128 is, for example, a collection of records in which information such as an ID of an evaluation index KPI, an evaluation index name, a target value, a weight value, a calculation formula, and an update date / time is associated using a business ID as a key. Yes.

  The correlation table 129 is a table that stores information on the correlation of evaluation index values between evaluation indexes. The correlation table 129 is, for example, data in which the correlation values between the KPI IDs are matrixed using the business ID as a key. In the example of this figure, as the correlation value, when the KPI ID is between “002” and “001”, the correlation value is “0.7”, and the evaluation index value of KPI “002” increases by “1”. Then, an example (positive correlation) in which the evaluation index value of KPI “001” increases to 70%, that is, “1.7” is shown. On the other hand, when the KPI ID is between “003” and “002”, the correlation value is “−0.3”, and when the evaluation index value of KPI “003” increases by “1”, the KPI “002” In this example, the evaluation index value of “30” falls to 30%, that is, “0.7” (negative correlation).

--- Processing flow example ---
Hereinafter, the actual procedure of the connection control method in the present embodiment will be described with reference to the drawings. Of the various operations corresponding to the connection control method described below, those related to the device 100 are realized by a program 102 that the device 100 reads out to the memory 103 and executes. The program 102 includes codes for performing various operations described below.

  FIG. 4 is a diagram illustrating a processing procedure example of the connection control method of the present embodiment. First, here, it is assumed that the telephone exchange 200 receives a call from the outside (a customer who makes an inquiry by telephone to the call center) through the public line network. The telephone exchange 200 receives the incoming call and notifies the apparatus 100 of incoming incoming call.

  At this time, the cumulative update unit 114 of the device 100 receives the incoming call reception notification from the telephone exchange 200 (s100). Then, based on the storage information of the operation management table 125 and the storage information of the operator management table 126 at the time of notification of the incoming call reception, the number of incoming calls, the number of incoming calls at the operator or IVR 400, and the operation cost in the call center The operation statistics table 127 relating to each accumulated value is updated (s101). For example, the update process reads the operation status of each operator, which is stored information in the operation management table 125 at the time of notification of incoming call reception, counts the number of operators that are “in response”, and further manages the operator management. The “hourly unit price” of each operator, which is stored information in the table 126, is applied to each operator whose operation status is “in response”, and the operating cost (= personnel cost) is calculated. The number of incoming calls is a process of adding “1” when the telephone exchange 200 newly receives incoming calls.

  Further, the cumulative value calculation means 110 of the device 100 receives a notification of incoming call reception from the telephone exchange 200, selects a predetermined number of operators or IVRs 400 as destinations to which the incoming call is connected, and uses the operator or IVR 400. When the number of incoming calls rises, the cumulative value is calculated based on the storage information of the operation statistics table 127 and the storage information of the operator management table 126, and stored in the memory 103 as a cumulative value candidate (s102). In addition, regarding the calculation process of the operation cost of the cumulative value candidate, the hourly unit price of each operator or IVR 400 is read from the operator management table 126 and applied to each operator whose operation status is “waiting for incoming call”. The operating cost (= personnel cost) corresponding to the number of operators required to increase the “response rate” by a predetermined percentage (preferably up to the target value) is calculated. Note that the operating cost may be obtained by calculating with the calculation formula of “operation variable cost” of KPIID “004” in the index management table 128 of FIG. 3A (“call unit price” is a phone call per unit time). Charge).

  Next, the current index value calculation means 115 of the device 100 reads the accumulated value data from the operation statistics table 127, and reads the calculation formula and weight value of each evaluation index from the index management table 128 (s103). Then, the evaluation value of each evaluation index is calculated by multiplying the calculated value obtained by applying the accumulated value data to the variable of the calculation formula by the weight value (s104). For example, in the example of FIG. 2C and FIG. 3A, first, as the data of the accumulated value, for the work ID “000”, “call time”: 10000, “OP number of incoming calls”: 3000 The calculation formula and weight value “40” of each evaluation index KPIID “003” can be read from the index management table 128. Therefore, when the accumulated value data is applied to the calculation formula of the KPIID “003”, 10000/3000 = 3.33 (average call time) is obtained. When this is standardized with the target value being “40”, the value of “average call time” is 3.3 / 40 × 100 = 8.25. When this is multiplied by the weight value “40”, 8.25 × 40 = 330. This is the evaluation index value finally obtained for the “average call time”. The other evaluation index values can be calculated similarly.

  Next, the improvement target specifying unit 116 of the apparatus 100 compares the calculated evaluation index value with the target value of the corresponding evaluation index in the index management table 128, and determines the evaluation index with the lowest achievement level of the target value. It specifies as an improvement object evaluation index (s105). For example, it is assumed that among the KPIIDs “001” to “004” in FIG. 3A, the one with the lowest evaluation index value is the “response rate” of KPIID “001”. At this time, the improvement target specifying means 116 specifies the improvement target evaluation index as a “response rate” of KPIID “001”, and sets an evaluation index having a correlation higher than a predetermined criterion to a high evaluation index. The correlation table 129 is specified as a correlation evaluation index (s106). In the example of FIG. 3B, the highest correlation value with the KPIID “001” is the “operation rate” of the KPIID “002”, and the correlation value is “0.7”.

  Subsequently, the assumed index value calculation unit 111 reads the accumulated value candidate data from the memory 103 and reads the calculation formulas of the improvement target evaluation index and the high correlation evaluation index from the index management table 128 (s107). ). Then, by applying the accumulated value candidate data to the variables of the respective calculation formulas, the respective evaluation targets for the improvement target evaluation index and the high correlation evaluation index when a predetermined number of operators or IVR 400 are set as the destinations. An index value is calculated (s108). Both the evaluation index value of the improvement target evaluation index and the evaluation index value of the high correlation evaluation index are the same as the calculation procedure in step s104, and the cumulative value candidate data is substituted for the variable. .

  Subsequently, the incoming call candidate generation unit 112 compares the calculated evaluation index value related to the improvement target evaluation index and the corresponding target value, and compares the evaluation index value related to the high correlation evaluation index and the corresponding target value. Perform (s109). Then, the operators or IVRs 400 are listed in the order of evaluation index values that more satisfy the target value across the improvement target evaluation index and the high correlation evaluation index, and this list is calculated for each operator calculated in step s108 or Sorting is performed in descending order of the operation cost of the IVR 400 (comparison between the evaluation index values of the operation cost related to the calculated improvement target evaluation index and the high correlation evaluation index) (s110). In addition, when the operators are sorted using the CS improvement table 130 (see FIG. 5), the customer satisfaction (CS value) increases (the operator having the skill of the item with the higher weight value is arranged) in order. Processing may be executed.

  In this way, the incoming call candidate list 600 (see FIG. 6) in which the operator or IVR 400 is specified is generated in the order of low operating cost and evaluation index value that satisfies the target value, and is stored in the memory 103 (s111).

  Further, the incoming call candidate notification means 113 of the device 100 reads the incoming call candidate list 600 from the memory 103, and in order from the highest operator in the list or the automatic voice response device 400, as the incoming call destination for the incoming call. The telephone exchange 200 is notified (s112). In response to this notification, the telephone exchange 200 sets the incoming call destination and connects the incoming call line to the operator terminal 300 or IVR 400 of the corresponding operator.

  According to this embodiment, it is possible to automatically control an incoming call destination at a call center so that an evaluation index can be achieved with a minimum operation cost.

  As mentioned above, although embodiment of this invention was described concretely based on the embodiment, it is not limited to this and can be variously changed in the range which does not deviate from the summary.

It is a network block diagram containing the connection control apparatus in this embodiment. It is a figure which shows each data structure example of (a) operation management table, (b) operator management table, and (c) operation statistics table in this embodiment. It is a figure which shows each data structure example of (a) index management table and (b) correlation table 129 in this embodiment. It is a figure which shows the example of a process sequence of the connection control method of this embodiment. It is a figure which shows the example of a data structure of CS improvement table in this embodiment. It is a figure which shows the example of a data structure of an incoming call candidate list | wrist in this embodiment.

Explanation of symbols

DESCRIPTION OF SYMBOLS 100 Connection control apparatus 101 Memory | storage means 102 Program 103 Memory 104 CPU (calculation means)
105 Input interface 106 Output interface 107 Communication means 110 Cumulative value calculation means 111 Assumed index value calculation means 112 Incoming candidate generation means 113 Incoming candidate notification means 114 Cumulative update means 115 Current index value calculation means 116 Improvement target specification means 125 Operation management table 126 Operator management table 127 Operation statistics table 128 Index management table 129 Correlation table 130 CS improvement table 140 Network 200 Telephone exchange 300 Operator terminal 400 IVR (automatic voice response device)

Claims (8)

A computer that controls incoming call connections in a call center.
A communication means for communicating with a telephone exchange receiving power from a predetermined network;
An operation management table storing attribute information and call state of an incoming call operator or voice response device corresponding to each incoming call, acquired through communication with the telephone exchange,
An operator management table storing cost unit prices for incoming calls in each operator or automatic voice response device;
An operation statistics table storing cumulative values of the number of incoming calls, the number of incoming calls at the operator or the voice automatic response device, and the operation cost, calculated based on the storage information of the operation management table and the operator management table; ,
An index management table storing a predetermined evaluation index related to a call center, a target value of the evaluation index, an evaluation index value using the cumulative value related to the operator or the automatic voice response device as a variable, and a calculation formula of an operating cost is stored. Storage means;
Upon receipt of the incoming call reception from the telephone exchange, the accumulated value when each operator or voice automatic response device is selected as the destination to which the incoming call is connected is stored in the operation statistics table storage information and the operator management table. A cumulative value calculation means for calculating based on the storage information and storing it in a memory as a cumulative value candidate;
Read the accumulated value candidate data from the memory, read the calculation formula of the evaluation index from the index management table, apply the accumulated value candidate data to the variable of the calculation formula, and each operator or voice automatic response An assumed index value calculation means for calculating an evaluation index value and an operating cost when a device is a destination;
The calculated evaluation index value is compared with the target value of the corresponding evaluation index in the index management table, and the operator or the automatic voice response device is specified in the order of the evaluation index value that satisfies the target value at a lower operating cost. An incoming call candidate generation means for generating an incoming call candidate list and storing it in a memory;
An incoming call candidate notification unit that reads an incoming call candidate list from the memory and notifies the telephone exchange as an incoming call destination for the incoming call in order from the highest operator in the list or an automatic voice response device;
A connection control device comprising: The index management table stores a plurality of evaluation indexes related to a call center, a target value corresponding to each evaluation index, a calculation formula for the evaluation index value, and a weight value indicating a priority order among the evaluation indexes. Yes,
Upon receiving notification of incoming call reception from the telephone exchange, the number of incoming calls, operator or voice in the call center based on the storage information of the operation management table and the stored information of the operator management table at the time of the incoming call reception notification Cumulative update means for performing update processing of the operation statistics table related to each cumulative value of the number of incoming calls and operation costs in the automatic response device;
Read the accumulated value data from the operational statistics table, read the calculation formula and weight value of each evaluation index from the index management table, the calculated value obtained by applying the cumulative value data to the variable of the calculation formula A current index value calculation means for multiplying the weight value and calculating the evaluation index value of each evaluation index;
An improvement target specifying means for comparing the calculated evaluation index value with a target value of the corresponding evaluation index in the index management table, and specifying an evaluation index having the lowest degree of achievement of the target value as an improvement target evaluation index; ,
The assumed index value calculation means reads the cumulative value candidate data from the memory, reads the calculation formula of the improvement target evaluation index from the index management table, and stores the cumulative value candidate data for the variable of the calculation formula Is applied to calculate the evaluation index value and the operating cost for the improvement target evaluation index when each operator or voice automatic response device is the destination.
The incoming call candidate generation means compares the calculated operating cost between the evaluation index values and compares the calculated evaluation index value with the target value of the improvement target evaluation index in the index management table. The operator or voice automatic response device is identified in the order of evaluation index values that more satisfy the target value at the operating cost, and an incoming call candidate list is generated and stored in the memory.
The connection control device according to claim 1. The correlation means storing the correlation information of the evaluation index values between the evaluation indexes is provided in the storage means,
When the improvement target specifying means specifies the improvement target evaluation index, the improvement target specifying means specifies, in the correlation table, an evaluation index having a correlation higher than a predetermined standard with the improvement target evaluation index as a high correlation evaluation index And
The assumed index value calculation means reads the data of the cumulative value candidate from the memory, reads each calculation formula of the improvement target evaluation index and the high correlation evaluation index from the index management table, Applying the cumulative value candidate data to the variable, each evaluation index value and operation cost for the improvement target evaluation index and the high correlation evaluation index when each operator or voice automatic response device is the destination Is calculated,
The incoming call candidate generation means includes a comparison between the calculated evaluation index values of the operating cost related to the calculated improvement target evaluation index and the highly correlated evaluation index, and the calculated evaluation index value and the corresponding target regarding the calculated improvement target evaluation index. A comparison with a value and a comparison between an evaluation index value relating to the high correlation evaluation index and a corresponding target value, and a target value at a lower operating cost across the improvement target evaluation index and the high correlation evaluation index. The operator or voice automatic response device is identified in the order of evaluation index values that are more satisfying, and an incoming call candidate list is generated and stored in a memory.
The connection control device according to claim 2. The index management table stores a plurality of evaluation indexes related to a call center, a target value corresponding to each evaluation index, a calculation formula for the evaluation index value, and a weight value indicating a priority order among the evaluation indexes. Yes,
The assumed index value calculation means reads the accumulated value candidate data from the memory, reads each calculation formula of a plurality of evaluation indexes from the index management table, and calculates the cumulative value candidate for the variable of each calculation formula Applying the above data, calculate each evaluation index value and operation cost when each operator or automatic voice response device is the destination,
The incoming call candidate generation means compares the calculated plurality of evaluation index values with the target value of the corresponding evaluation index in the index management table, and in order of evaluation index values that more satisfy the target value across the evaluation index. The operator or the voice automatic answering device is listed in the list, and this list is sorted in descending order of the calculated operation cost to generate a list of incoming call candidates and store it in a memory. The connection control apparatus in any one of. A computer that controls connection of incoming calls at a call center
A communication means for communicating with a telephone exchange receiving power from a predetermined network;
An operation management table storing attribute information and call state of an incoming call operator or voice response device corresponding to each incoming call, acquired through communication with the telephone exchange,
An operator management table storing cost unit prices for incoming calls in each operator or automatic voice response device;
An operation statistics table storing cumulative values of the number of incoming calls, the number of incoming calls at the operator or the voice automatic response device, and the operation cost, calculated based on the storage information of the operation management table and the operator management table; ,
An index management table storing a predetermined evaluation index related to a call center, a target value of the evaluation index, an evaluation index value using the cumulative value related to the operator or the automatic voice response device as a variable, and a calculation formula of an operating cost is stored. A storage unit and a calculation unit;
Upon receipt of the incoming call reception from the telephone exchange, the accumulated value when each operator or voice automatic response device is selected as the destination to which the incoming call is connected is stored in the operation statistics table storage information and the operator management table. A cumulative value calculation process for calculating based on the storage information and storing it in memory as a cumulative value candidate;
Read the accumulated value candidate data from the memory, read the calculation formula of the evaluation index from the index management table, apply the accumulated value candidate data to the variable of the calculation formula, and each operator or voice automatic response An assumed index value calculation process for calculating an evaluation index value and an operating cost when a device is a destination;
The calculated evaluation index value is compared with the target value of the corresponding evaluation index in the index management table, and the operator or the automatic voice response device is specified in the order of the evaluation index value that satisfies the target value at a lower operating cost. An incoming call candidate generation process for generating an incoming call candidate list and storing it in a memory;
An incoming call candidate notification process in which an incoming call candidate list is read from the memory, and the telephone exchange is notified as an incoming call destination for the incoming call in order from the highest operator or voice automatic response device in the list;
The connection control method characterized by performing. In the computer,
The index management table in the storage means stores a plurality of evaluation indexes related to a call center, a target value corresponding to each evaluation index, a calculation formula for the evaluation index value, and a weight value indicating a priority between the evaluation indexes. And
In the assumed index value calculation process, the cumulative value candidate data is read from the memory, each calculation formula of a plurality of evaluation indexes is read from the index management table, and the cumulative value candidate is calculated for the variable of each calculation formula Applying the above data, calculate each evaluation index value and operation cost when each operator or automatic voice response device is the destination,
In the incoming call candidate generation process, the calculated evaluation index values are compared with the target values of the corresponding evaluation index in the index management table, and the evaluation index values satisfying the target value in order across the evaluation index 6. The connection according to claim 5, wherein an operator or an automatic voice response device is listed in step (b), and the list is sorted in descending order of the calculated operating cost to generate an incoming call candidate list and store it in a memory. Control method. Communication means for communicating with a telephone exchange receiving power from a predetermined network to perform connection control of incoming calls at a call center, and an operator or voice automatic response device corresponding to each incoming call obtained by communicating with the telephone exchange In the operation management table storing the attribute information and the call state, the operator management table storing the cost unit price for each incoming call in each operator or the automatic voice response device, and the storage information of the operation management table and the operator management table An operation statistics table that stores the cumulative values of the number of incoming calls at the call center, the number of incoming calls at the operator or the automatic voice response device, and the operation cost, calculated based on the call center, a predetermined evaluation index for the call center, and the target of the evaluation index Value and the cumulative value for the operator or voice response unit A computer having storage means for storing and the index management table evaluation storing the index values and operating costs of the calculation formula that variable, and the arithmetic means,
Upon receipt of the incoming call reception from the telephone exchange, the accumulated value when each operator or voice automatic response device is selected as the destination to which the incoming call is connected is stored in the operation statistics table storage information and the operator management table. Calculating based on the storage information and storing in memory as a cumulative value candidate;
Read the accumulated value candidate data from the memory, read the calculation formula of the evaluation index from the index management table, apply the accumulated value candidate data to the variable of the calculation formula, and each operator or voice automatic response A step of calculating an evaluation index value and an operating cost when the device is a destination,
The calculated evaluation index value is compared with the target value of the corresponding evaluation index in the index management table, and the operator or the automatic voice response device is specified in the order of the evaluation index value that satisfies the target value at a lower operating cost. Generating a list of incoming call candidates and storing it in a memory;
Reading the incoming call candidate list from the memory, in order from the highest operator in the list or the automatic voice response device, informing the telephone exchange as a destination for the incoming call,
A connection control program that executes The index management table in the storage means stores a plurality of evaluation indexes related to a call center, a target value corresponding to each evaluation index, a calculation formula for the evaluation index value, and a weight value indicating a priority between the evaluation indexes. To the computer
In the step of calculating the evaluation index value and the operating cost, the cumulative value candidate data is read from the memory, and each calculation formula of the plurality of evaluation indexes is read from the index management table, and the variable of each calculation formula Applying the cumulative value candidate data for each operator or voice automatic response device as an incoming call destination, to calculate each evaluation index value and operating cost,
In the step of generating the incoming call candidate list and storing it in a memory, each of the calculated evaluation index values is compared with a target value of the corresponding evaluation index in the index management table, and the target value is set across the evaluation index. List operators or voice automatic response devices in the order of satisfied evaluation index values, sort this list in descending order of the calculated operating cost, generate an incoming call candidate list, and store it in the memory.
The connection control program according to claim 7.

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