JPH09319812A - Consultant assignment support method for remote consultation system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To enable consultant with easy operation who is receiving a customer, to recognize consultation contents desired by the customer and quickly retrieve an expert consultant, who can deal with the customer. SOLUTION: A management server 11 issues a consultation completion expected time report request to a terminal 162 for consultant at certain time intervals and acquires expected time data from a consultant by a means 112 and acquires actual work result of the consultant by a means 113 and stores them in an external memory 14 by means 143 and 145. The consultant who is receiving the customer, based on the consultation request (a field of consultation and a required time) of the customer from a terminal equipment for customer retrieves consultants in the management server 11 through a terminal 161, and the management server 11 displays information on consultants who can accept the consultation, on the terminal 161, based on a corresponding consultation field list 141, individual consultant data 142, consultation completion expected time data 143, a consultant schedule table 144, and consultant work actual result data 145, and the consultant who is receiving the customer selects a proper consultant and instructs connection between this selected consultant and the customer.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a staff assignment support method for a remote consultation system that realizes remote consultation by staff through a communication line in fields such as finance, insurance, and government offices.

[0002]

2. Description of the Related Art In recent years, a remote consultation system has been proposed which aims at improving customer service by increasing the number of service bases and reducing business costs by effectively utilizing staff. This system realizes consultations and procedures by staff through communication lines. According to the patent gazette, there is a terminal system that mechanically distributes atypical consultation and routine consultation.
84364 “Automated transaction system in financial institutions (Hitachi, Ltd.)” determines whether the consultation is a standard consultation or an atypical consultation by the customer operating the lobby terminal and selecting the consultation type, and the standard consultation is processed in the lobby terminal. , It is described that the processing at the counter can be reduced by guiding the atypical consultation to the counter. Further, according to the patent gazette, Japanese Patent Laid-Open No. 5-334330 “Various Notification Business Processing Device (NEC)” at a financial institution, which is a system for supporting remote routine consultations and procedures, responds to various notification applications at financial institutions. By centralizing manned work processing in remote areas, it is possible to have multiple bases of service, so even customers who could not come to the store during business hours due to the fact that there is no sales office near the workplace will be able to consult nearby. It is stated that applications for various notifications can be made easily at the counter, customer service can be improved by alleviating congestion at the counter, and work costs can be reduced by reducing the number of personnel.

[0003]

As a practical operation mode of the remote consultation system, a plurality of counselor side terminal devices operated by a plurality of counselors to respond to consultations and a plurality of counselor side terminal devices used by a plurality of customers at the time of consultation. A system configuration is conceivable in which the terminal devices on the sales office side are connected by a communication line. In such a system configuration, (1) smooth connection between customers who want remote consultation and appropriate staff members (2) it is necessary to realize an environment in which customers and counselors can interact and perform procedures remotely. . In addition, it is considered that the consultation work has the following characteristics in the first place. (3) In many cases, the customer cannot express the desired consultation content by himself. (4) Consultants are required to have specialized knowledge in the field of consultation. (5) The time required for consultation is uncertain.

According to the above-mentioned patent publication, in the automatic transaction system in a financial institution, a customer himself / herself operates a lobby terminal to select a consultation type, so that it is mechanically determined whether the consultation is a fixed consultation or a non-standard consultation. You can choose whether to respond unattended using the terminal alone or to guide the customer to the counter. Further, according to the above-mentioned patent publication, the notification service processing device in the financial institution can provide an environment for remotely performing manned service processing for predetermined notification applications such as account opening / closing and address change notification. . Therefore, if these technologies are applied, smooth connection between the customer desiring the remote consultation described in (1) above and appropriate staff members and remote interaction / procedure between the customer and counselor described in (2) above can be performed. The environment can be realized.

However, as described in (3) above, the customer often cannot express the desired consultation content by himself, so that it is difficult for the customer to select the consultation type. Also, as shown in (4) above,
Since the counselor requires specialized knowledge in the counseling field and the counselor who can deal with the counselor is limited, there is a problem in that when the customer's counseling request is concentrated, the coping situation may occur. Further, as shown in (5) above, there is a problem that the time required for consultation is uncertain and the possibility that the consultation will proceed as originally planned is low, making it difficult to manage reservations using the schedule.

The object of the present invention is to solve the above-mentioned problems, and in a remote consultation system, (1) a counselor who is responding to the customer can grasp the consultation content desired by the customer and respond by a simple operation. You can quickly search and assign specialized counselors, and (2) even if there are no available counselors,
Within a few minutes, you can search for a counselor who can respond and present it to the customer.
To provide a counselor assignment support method.

[0007]

In order to achieve the above object, the present invention provides a plurality of counselor side terminal devices operated by a plurality of counselors to respond to consultations, and a plurality of counselor side terminal devices used by a plurality of customers at the time of consultation. According to the consultation field and the desired consultation time input by the counselor who is interacting with the customer, in the remote counseling system equipped with the sales office side terminal device and the communication line connecting the counselor side terminal device and the counselor side terminal device. , A counselor capable of newly consulting with the customer is provided, and a counselor allocation server for connecting the customer and the counselor is provided by connecting to the counselor side terminal device. Requesting each counselor to report the estimated time it will take to complete the consultation with the customer at a fixed time interval;
(B) a step of accumulating the consultation end predicted time responded from each counselor, and (c) personal data and a schedule regarding at least one counselor based on the consultation end predicted time. And a step of searching with reference to. Further, in the step (a), a new window is created on the terminal screen of each counselor in which the predicted consultation end time can be input. Further, the counselor assignment server performs the process of (d) inquiring the counselor retrieved in step (c) as to whether to accept the consultation. Furthermore, the counselor assignment server accumulates information indicating the operation record of each counselor,
(E) Regarding the counselor searched in the step (c), information that has been accumulated in advance and that represents the counseling skill of each counselor and information that represents the operation record of each counselor is being consulted during a dialogue with the customer. The process of displaying on the employee's terminal is performed.

[0008]

Embodiments of the present invention will be described below with reference to the drawings. In this embodiment, an example of assigning a counselor in a remote consultation service of a financial institution is used.

FIG. 1 shows a processing block diagram of the counselor assignment server of this embodiment. In the consultation end predicted time report request processing 111, a predicted time report request screen is displayed on each counselor terminal 162 at preset times. In the consultation end predicted time data acquisition process 112, the consultation end predicted time reported from each counselor is received and stored or updated in the external storage device 14. Counselor operation result monitoring processing 113
Then, the operating time of the counselor who has finished the consultation is acquired, the cumulative operating time of the day is calculated, and stored or updated in the external storage device 14.

In the corresponding consultation field display processing 114, the corresponding consultation field list 1 stored in advance in the external storage device 14 is displayed.
41 is displayed on the screen of the counselor terminal 161 of the counselor who is receiving the customer. In the field-based counselor search processing 115, the field input from the counselor terminal 161 operated by the counselor who is responding to the customer is referred to by referring to the counselor individual data 142 stored in advance in the external storage device 14. Search for possible counselors. Consultant search processing 1 based on the estimated consultation time
In step 16, at least one consultant who is immediately available for consultation is searched by referring to the consultation end predicted time data 143 stored in the external storage device 14 from the searched consultants. Consultant search processing 117 based on schedule
Then, from the searched counselors, the external storage device 14 is selected.
Referring to the counselor schedule table 144 stored in advance, the counselor who can secure the desired counseling time input from the counselor terminal 161 operated by the counselor receiving the customer is searched. The schedule table 144 stores the reservation status of each counselor, and if the counselor is unable to consult at that time due to the circumstances of the customer or the availability of the counselor,
A counselor or a reservation receptionist stores and updates reservations based on the customer's request for consultation areas and time slots. In the consultation acceptance acceptance / rejection report request processing 118, a new consultation acceptance acceptance / rejection report request screen is displayed on the counselor terminal of the retrieved counselor. Acceptance of consultation Counselor information display processing 1
In 19, the new consultation acceptance acceptance / rejection report reported from each counselor is accepted, and the counselor individual data 142 stored in advance in the external storage device 14 and the counselor operation result data 145 stored in the external storage device 14 are displayed. The information of the counselor who has received the consultation acceptance report is displayed on the counselor terminal 161 of the counselor who is accepting the customer. In the connection processing 120 between the customer and the new counselor, the counselor terminal operated by the counselor designated by the counselor terminal operated by the counselor who is receiving the customer and the sales office side terminal operated by the customer are displayed. Are connected via the communication line 4. In the above description,
For convenience of explanation, the counselor corresponding to the customer and the other counselor are first described separately, but any of the counselors may be the counselor corresponding to the customer first. The vacant counselor should be the counselor who first responds to the customer.

FIG. 2 shows a hardware configuration of a remote consultation system for executing the above-mentioned counselor assignment support processing. The head office 1 where the counselor resides and the branch office 2 are connected by a communication line 4 to a plurality of business offices 3 where customers visit. The head office 1 has a plurality of counselor side terminal devices 16 operated by the counselor for consultation, a counselor allocation management server 11 for executing the counselor allocation support processing, an external storage device 14,
The counselor side terminal device 16 and the counselor assignment management server are connected to each other through a local communication line 15. Further, the counselor assignment management server 11 is composed of a CPU 12 and a memory 13, and the external storage device 14 has a corresponding counseling field list 141, counselor individual data 142, counselor predicted end time data 143, counselor schedule table 144, and counselor. The operation record data 145 is accumulated. Branch office 2
Is composed of at least one terminal device 21 on the counselor side, which is connected to the head office 1 and the sales office 3 via the communication line 4. The sales office 3 is composed of at least one sales office side terminal device 31, which is connected to the head office 1 and the branch office 2 via a communication line 4. The counselor side terminal device and the branch office side terminal device are composed of an input device, an output device, a CPU, a memory, and an external storage device.

FIG. 3 shows an example of the corresponding consultation field list 141 stored in the external storage device 14. In the example of FIG.
It shows that there are “loan consultation”, “inheritance consultation”, “pension consultation”, “savings consultation”, and “investment consultation” as the fields that can be consulted.

FIG. 4 shows an example of the counselor individual data 142 stored in the external storage device 14. The underlined part 401 is
Counselor Taniguchi's counseling field is loan counseling and has been working for one year.
In 0 years, it indicates that the position is chief and the affiliation is the head office. The underlined part 402 indicates that the counselor Terahama's counseling field is investment counseling, the number of years of service is 9 years, and the position is chief and the affiliation is the Osaka branch. It indicates that there is. Here, in this example, years of service and post are information indicating the degree of consultation skill of each counselor.

FIG. 5 shows an example of the consultation end predicted time data 143 stored in the external storage device 14. Underlined part 50
1 indicates that the counselor Terahama himself predicted the end time of the ongoing consultation to be 5 minutes later, and the underlined part 502 indicates that the counselor Tanaka will finish the consultation after 0 minutes. It indicates that it is currently waiting.

FIG. 6 shows an example of the counselor schedule table 144 stored in the external storage device 14. Underlined part 601
Is one of the counselors Taniguchi's future consultation plans with a start time of 1
At 4:30, it indicates that the customer name is Taro Yamada and it is a mortgage consultation, and the underlined part 602 shows that another counselor Taniguchi's future consultation schedule is 16:30 at the start time and the customer name is Mizuno. Ichiro shows that it is a car loan consultation. In this way, the schedule table 144 stores the reservation status of each counselor, and when the counselor or the reservation receptionist cannot make a consultation at that time due to the customer's convenience or the availability of the counselor, the counselor or the reservation reception staff can Store and update reservations based on consultation field and time zone preference.

FIG. 7 shows an example of the counselor operation record data 145 stored in the external storage device 14. Underlined portion 701
Indicates that the counselor Terahama's cumulative consultation time on the day is 1 hour and 19 minutes, and the underlined portion 702 indicates that the counselor Tanaka's cumulative consultation time on the day is 38 minutes.

Counselor assignment management server 11 of this embodiment
The processes that can be performed in are classified into the following three types. (1) Process for grasping the current state of the consultation work of each counselor This process allows the counselor to report the current situation on a regular basis, so that the counselor can grasp the progress of the consultation work, and The purpose is to allocate efficiently. (2) Process of grasping the operation record of each counselor This process is performed by grasping the operation record of each counselor.
It is intended to provide information that allows counselors to be assigned in a well-balanced manner. (3) A process for supporting the work of assigning a counselor who suits the customer's request. This process allows the counselor who is responding to the customer to obtain information about the counselor who can respond to a new consultation with a simple operation.
The purpose is to promptly take over the consultation to the counselor who matches the customer's request. The above processes (1) and (2) are always in operation when the remote consultation system is operating, and the process (3) is started by the counselor who is serving the customer as needed, and ends when the staff assignment process is completed. To be done.

Details of each of the processes (1) to (3) will be described below in order. (1) Processing for grasping the current state of the consultation work of each counselor FIG. 8 shows the consultation end predicted time report request processing 111 and the consultation end predicted time data acquisition processing 113 which constitute this processing.
It is a processing flow of. This process is started when the remote consultation system is started. In step 801, the process for a predetermined time (T1) is stopped. That is, a certain interval is provided from the end of the processes 111 and 113 to the next start, the process is stopped for T1 after the end of the process, and the process is started after the elapse of T1. In step 802, the consultation end predicted time report request screen is displayed on each counselor terminal. FIG. 9 shows an example of a consultation end predicted time report request screen displayed on each counselor terminal. The situation is shown in which a consultation end predicted time report request screen is displayed on the terminal of the counselor (referred to as counselor Z) who is in consultation with the customer. Area 90
Reference numeral 1 represents a video image of the customer T, area 902 represents that the video image belongs to the customer T, and area 903 is used by the counselor Z to perform a consultation task with the customer T. It shows the inheritance consultation case, which is the material that is being used. Area 904 is counselor allocation management server 11
The area 9041 represents a text area for predicting and inputting the time required for the counselor Z to complete the consultation currently in progress, and the area 9042 displays the consultation end predicted time report request screen displayed by the area 9042. When the button indicated by is clicked by using an input device such as a mouse, it is reported to the counselor assignment management server 11. In step 803, a predicted consultation end time report from each counselor terminal for a predetermined time (T2) is received.
In step 804, the consultation end predicted time data 143 stored in the external storage device 14 is updated with respect to the consultation end predicted time of the counselor who received the report during the time T2. In step 805, it is determined whether or not a stop interrupt request has been issued to the process due to the end of the operation of the remote consultation system (the end of the consultation service for one day). If a stop interrupt request has been issued, the process is terminated. When it is completed and no stop interrupt request is made, the process returns to step 801. By the above process of grasping the current state of the consulting work of each consultant, the counselor can be made to report the current state on a regular basis, and the progress of the consulting work whose time required is fluid can be grasped. In addition to being able to assign, the waiting time can be presented even if there is no corresponding counselor available, so that the customer can be dealt with appropriately.

(2) Process for grasping the operation record of each counselor FIG. 10 shows the counselor operation record monitoring process 11 corresponding to this process.
3 is a processing flow of No. 3. This process is started when the remote consultation system is started. In step 1001, the operating time of the counselor who has completed the consultation is acquired from the counselor terminal 162. In step 1002, the external storage device 14
Based on the counselor operation result data 145 stored in the above and the acquired operation time, the cumulative operation time of the day for each counselor is calculated. In step 1003, the counselor operation record data 145 stored in the external storage device 14
To update. In step 1004, it is determined whether or not a stop interrupt request has been issued to the process due to the end of the operation of the remote consultation system. If a stop interrupt request has been issued, the process is terminated and a stop interrupt request is made. If not, the process returns to step 1001. By the above-described process of grasping the operation record of each counselor, the operation record of each counselor can be grasped, so that each counselor can be assigned in a well-balanced manner.

(3) Processing for supporting work for assigning counselors who meet customer's request FIG. 11 shows corresponding consultation field display processing 11 which constitutes this processing.
4 and field-based counselor search 115, counselor search process 116 based on predicted consultation end time, schedule-based counselor search process 117, counselor acceptance availability report request process 118, and consultation acceptable counselor information display process 119 and It is a processing flow of the connection processing 120 of a customer and a new counselor. In step 1101, the corresponding consultation field list 141 and the desired consultation required time input area, which are stored in advance in the external storage device 14, are displayed on the counselor terminal 161 of the counselor who is receiving the customer. In step 1102, the counselor who is responding to the customer inputs the relevant consultation field and desired consultation time (Th) using the input device such as the mouse or keyboard of the counselor terminal 161 in consideration of the customer's request. .

FIG. 12 shows an example of the input request screen for the consultation field and the desired consultation required time displayed on the counselor terminal of the counselor who is receiving the customer. The situation in which the corresponding consultation field and the desired consultation required time input area are displayed on the screen of the terminal of the counselor (referred to as counselor A) who is presently responding to the customer is shown. Area 12
01 indicates a video image of the customer B, and the area 120
2 indicates that this video image belongs to the customer B, and area 1203 indicates that the counselor A records the request from the customer B. Area 1204 represents an input request screen for the consultation field and desired consultation required time displayed by the counselor allocation management server 11, and area 1204 is displayed.
Buttons 205 to 1209 represent corresponding consultation fields, and the consultation field is selected by clicking with an input device such as a mouse. Area 1210 indicates the consultation time required by counselor A for customer B. A text area to be input is shown. By clicking the button shown in the area 1211 by using an input device such as a mouse, the consultation field and the desired consultation time are input to the counselor assignment management server 11.

In step 1103, in the counselor search processing 115 based on the field, based on the counselor individual data 142 stored in advance in the external storage device 14, the counselor terminal 161 operated by the counselor serving the customer is operated. A counselor (whose group is C1) who can handle the designated field is searched. In step 1104, the search target consultation end predicted time Ts (minutes) is initialized (Ts = -1). At step 1105, 1 is added to Ts. In step 1106, the counselor (presumed to be C2) having a predicted consultation end time of Ts or less is searched from C1. Step 110
In step 7, it is determined whether C2 is one or more. If one or more, the process proceeds to step 1108. If not, step 1
Return to 105.

In step 1108, C2 is searched for a counselor who can consult for the required time Th (this group is referred to as C3) on the schedule. In step 1109, it is determined whether C3 is one or more, and if it is one or more, the process proceeds to step 1110, and if not, step 110.
Return to 5. In step 1110, the consultation acceptance availability report request screen is displayed on each counselor terminal included in C3.

FIG. 13 shows an example of a new consultation acceptance acceptance / rejection report request screen displayed on the counselor terminal of a counselor who has been determined to be capable of accepting a consultation as a result of considering the specialized field, current situation and schedule. A situation is shown in which a new consultation acceptance acceptance / rejection report request screen is displayed on the terminal of the counselor (referred to as counselor Y) who is in consultation with the customer. Area 1301 represents a video image of customer S, and area 1
Reference numeral 302 indicates that this video image belongs to the customer S, and area 1303 indicates an inheritance consultation example, which is a material used by the counselor Y in performing consultation work with the customer S. . Area 1304 represents a new consultation acceptance availability report request screen displayed by the counselor assignment management server 11, and area 1305 is a button indicating that new consultation acceptance is possible.
A button 306 indicates that new consultation cannot be accepted, and whether or not it can be accepted is reported to the counselor assignment management server 11 by clicking it using an input device such as a mouse.

In step 1111, a consultation acceptance acceptance / rejection report is received from each counselor terminal for a predetermined time (T3). In step 1112, it is determined whether or not the number of counselors who have accepted the new consultation acceptance report is one or more. If one or more, the process proceeds to step 1113. If not, the process returns to step 1105. Step 1113
Then, based on the counselor individual data 142 and the counselor operation result data 145 stored in advance in the external storage device 14, information about the counselor who has received a new consultation acceptable report is provided to the counselor who is serving the customer. The screen is displayed on the display terminal 161. In step 1114, in consideration of the customer's request, the counselor serving the customer uses the input device such as the mouse or keyboard of the counselor terminal 161 to instruct the counselor name to take over (assign) the customer. Step 111
In 5, the screen for prompting the start of a new consultation is displayed on the counselor terminal used by the instructed counselor. Step 11
At 16, the counselor instructed above and the customer are connected by the counselor assignment management server 11, and the process ends.

In FIG. 14 (a), when there are three counselors who can accept new counseling waiting for counseling, the counselor available counselor information display displayed on the counselor terminal 161 of the counselor who is accepting a customer The example of a screen is shown. It shows a situation in which information about a counselor who has received a new counseling acceptance report is displayed on the terminal of the counselor (referred to as counselor A) who is taking a call with a customer. Area 1401 shows the video image of customer B, and area 1402 shows this video image of customer B.
Area 1403 represents that the counselor A has recorded the request from the customer B.
Area 1404 represents the information regarding the counselor who has received the new consultation acceptable report displayed by the counselor assignment management server 11, and area 1405 has three counselors who have the new consultation acceptable report. The waiting time is 0 minutes, the counselor Taniguchi has been in service for 10 years, the position is chief, the affiliation is the head office and today's cumulative consultation time is 3 hours 24 minutes, and the counselor Tanaka has been in service for 5 years It means that the affiliation is 38 minutes for today's counseling at the head office, and the counselor Yamashita has been in service for 9 years, the post is chief, and the affiliation is for the Osaka branch office, and today's cumulative counseling time is 45 minutes. . The counselor A receiving a customer uses an input device such as a mouse to instruct a counselor name to take over (assign) a customer, and clicks a button represented by the area 1406 by using an input device such as a mouse. Thereby, the new consultation reservation screen shown in FIG. 14B is displayed on the counselor terminal 162 operated by the instructed counselor. Area 1407 shows the information displayed by the counselor allocation server 11 and prompting the start of a new consultation. The instructed counselor clicks the area 1408 using an input device such as a mouse, and the instructed counselor is instructed. The terminal on the side of the store operated by the customer and the terminal for the counselor operated by the instructed counselor are connected.

In FIG. 15 (a), when there is no counselor who can accept a new counseling waiting for counseling and there are two counselors who can respond after 10 minutes, the counselor terminal of the counselor who is serving the customer. An example of the consultation acceptable counselor information display screen displayed in 161 is shown. It shows a situation in which information about a counselor who has received a new counseling acceptance report is displayed on the terminal of the counselor (referred to as counselor A) who is taking a call with a customer.
Area 1501 represents the video image of customer B, area 1502 represents that the video image is of customer B, and area 1503 represents the counselor A recording the request from customer B. ing. Area 1504
Represents information about the counselor who has received the new consultation acceptable report displayed by the counselor assignment management server 11, and area 1505 has two counselors who have received the new consultation acceptable report, both of which are waiting times. Is 10
Counselor Sato, who has been in service for seven years and has no job title, belongs to the Osaka branch office and today's cumulative consultation time is one hour and five minutes. Counselor Yamada has been in service for nine years and is in the chief position. It means that today's cumulative consultation time at the head office is 2 hours and 35 minutes. The counselor A who is receiving a customer uses an input device such as a mouse to instruct a counselor name to take over (assign) a customer, and clicks a button represented by the area 1506 using an input device such as a mouse. Thereby, the new consultation reservation screen shown in FIG. 15B is displayed on the counselor terminal 162 operated by the instructed counselor. Area 1507 shows the information displayed by the counselor assignment server 11 and prompting the user to start a new consultation within 10 minutes. Until the instructed counselor starts a new consultation, an information providing screen is displayed on the sales office side terminal operated by the customer. When the instructed counselor clicks the area 1508 by using an input device such as a mouse, the instructed counselor operates the terminal on the side of the store operated by the customer and the instructed counselor operates the counselor terminal. Are connected.

By the above-mentioned processing for supporting the work of assigning the counselor who meets the customer's request, the counselor who is serving the customer can obtain the information about the counselor who can respond to the new consultation with a simple operation, and if necessary, Since it is possible to connect to the customer, it is possible to quickly take over the consultation to the counselor who meets the customer's request. Moreover, it is considered that this processing can be used in the following two situations. (1) A situation in which a counselor specialized in acceptance interacts with the customer and assigns the customer to the counselor in each specialized field. (2) A situation in which a counselor who is in consultation with a customer who requests consultation in various fields transfers the customer to the next counselor.

[0029]

According to the method described in the present embodiment, the following effects can be obtained.

By the process of grasping the current state of the consulting work of each consultant, it is possible to make the consultant report the present condition on a regular basis and grasp the progress of the consulting work whose required time is fluid. The waiting time can be presented even if no corresponding counselor is available, so that the customer can be appropriately dealt with. Also,
Since the operation record of each counselor can be grasped by the process of grasping the operation record of each counselor, each counselor can be assigned in a well-balanced manner. By the process that supports the task of assigning counselors that meet the customer's request, the counselor who is responding to the customer can obtain information about the counselor who can respond to new consultation with a simple operation and can connect with the customer as necessary. , Can promptly take over the consultation to the counselor who meets the customer's request.

[Brief description of drawings]

FIG. 1 is a processing block diagram of a counselor assignment server of the present embodiment.

FIG. 2 is a diagram showing a hardware configuration of a remote consultation system for executing a counselor assignment support process.

FIG. 3 is a diagram showing an example of a corresponding consultation field list stored in an external storage device 13.

FIG. 4 is a diagram showing an example of counselor individual data stored in an external storage device 13.

FIG. 5 is a diagram showing an example of consultation end prediction time data stored in an external storage device 13;

FIG. 6 is a diagram showing an example of a counselor schedule table stored in an external storage device 13;

7 is a diagram showing an example of counselor operation record data stored in an external storage device 13. FIG.

FIG. 8 is a processing flow of a consultation end predicted time report request process 111 and a consultation end predicted time data acquisition process 112.

FIG. 9 is a diagram showing an example of a consultation end predicted time report request screen displayed on each counselor terminal.

FIG. 10 is a processing flow of counselor operation result monitoring processing 113.

FIG. 11: Correspondence consultation field display processing 114, counselor search 115 based on field, counselor search processing 116 based on predicted consultation end time, counselor search processing 117 based on schedule, counselor acceptance / non-acceptance report request processing 118 and consultation Acceptable counselor information display processing 1
19 is a processing flow of connection processing 120 between a customer and a new counselor.

FIG. 12 is a diagram showing an example of an input request screen for a consultation field and a desired consultation required time, which is displayed on the counselor terminal of a counselor who is receiving a customer.

FIG. 13 is a diagram showing an example of a new consultation acceptance acceptance / denial report request screen displayed on the counselor terminal of a counselor who has been determined to be capable of accepting consultation as a result of considering the specialized field, the current situation, and the schedule.

FIG. 14 is a diagram showing an example of a counselor information display screen capable of accepting consultation (waiting time is 0 minutes), which is displayed on the counselor terminal of the counselor who is accepting a customer.

FIG. 15 is an example of a counselor information display screen capable of accepting consultation (waiting time is 10 minutes), which is displayed on the counselor terminal of a counselor who is receiving a customer.

[Explanation of symbols]

 1 Head Office 2 Branches 3 Sales Offices 4 Communication Lines 11 Management Server 12 CPU 13 Memory 14 External Storage Device 15 Local Communication Lines 16 and 21 Counselor Terminal Device 31 Sales Office Terminal Device

 ─────────────────────────────────────────────────── ─── Continuation of front page (72) Inventor Yoshinobu Tanikawa 1099 Ozenji, Aso-ku, Kawasaki-shi, Kanagawa Incorporated company Hitachi, Ltd. Systems Development Laboratory

Claims (4)

[Claims] 1. A plurality of counselor side terminal devices operated by a plurality of counselors to respond to consultations, a plurality of sales office side terminal devices used by a plurality of customers at the time of consultation, a counselor side terminal device and sales. In a remote counseling system equipped with a communication line connecting terminal devices on the store side, a counselor who is able to make a new consultation with the customer is searched according to the counselor's field of consultation and the desired counseling time entered by the counselor who is interacting with the customer. A counselor allocation server that connects the counselor to the counselor is provided by connecting to the counselor side terminal device, and the counselor allocation server (a) provides each counselor with a customer at a predetermined time interval. Requesting to report the estimated time required to complete the consultation, and (b) accumulating the estimated consultation time to be answered by each counselor,
(C) A remote consultation characterized by performing a process comprising a step of searching at least one consultant with reference to personal data and a schedule relating to a predetermined consultant based on the estimated time to finish the consultation. Counselor allocation support method in the system. 2. The method for assisting assignment of counselors in a remote counseling system according to claim 1, wherein in the step (a), a new window is created on the terminal screen of each counselor in which a predicted consultation end time can be input. A support method for assigning counselors in a remote counseling system. 3. The counselor allocation support method in the remote counseling system according to claim 1, wherein the counselor allocation server determines (d) whether or not to accept counseling for the counselor retrieved in step (c). A support method for assigning counselors in a remote counseling system, characterized by further performing a step of inquiring. 4. The counselor allocation support method in the remote counseling system according to claim 1, wherein the counselor allocation server accumulates information representing an operation record of each counselor, and (e) in the step (c). Regarding the searched counselor, a process of displaying information indicating the counseling skill level of each counselor accumulated in advance and information indicating the operation record of each counselor on the terminal of the counselor who is in dialogue with the customer. A support method for assigning counselors in a remote counseling system, further comprising: