JP2024029920A - Processing equipment, processing method and program - Google Patents

Abstract

[Problem] To improve customer service and operational efficiency of a call center system. SOLUTION: In a call center server 100 (contact center server 100) of the present invention, a queue control unit 104 acquires waiting call information. Also, based on the incoming call history data, incoming call number transition data is generated. It also transmits waiting call information and incoming call number transition data to the administrator terminal 200, and receives a priority call setting request and a priority call setting target from the administrator terminal 200. In addition, based on the priority call setting target, the queue control unit 104 selects the top of the waiting calls among the waiting calls related to the priority call setting target in the response waiting queue 105 of the target ACD (Automatic Call Distribution) group. The number of waiting calls to be prioritized is moved to the priority response queue 106 of the target ACD group. [Selection diagram] Figure 1

Description

The present invention relates to a processing device, a processing method, and a program.

Conventionally, in the automatic incoming call distribution function (ACD) of a call center system (contact center system), once an incoming call is determined to be distributed, it is sequentially placed in a queue for the target distribution. When the cargo is loaded and the destination operator is ready to receive it, it is distributed from the queue to that operator. Therefore, if the number of incoming calls exceeds the number of available operators, the incoming calls will be held in a queue until an operator becomes available. Due to these specifications, even if the caller does not want to keep waiting, once the call is placed in the queue, all calls placed in the queue before the call are connected to the operator. Alternatively, the incoming call had to be kept on hold until there were no more waiting calls in the queue due to the incoming call being abandoned by the caller.

In Patent Document 1, in order to quickly respond to incoming calls that you do not want to keep waiting, the operator is notified of a list of waiting calls that are in the queue, and the operator specifies the waiting call that he/she wants to handle, thereby removing the waiting call from the queue. It provides a way to retrieve it and connect to that operator.

JP2021-34961A

However, in the method disclosed in Patent Document 1, in which the operator selects and responds to a waiting call, it depends on the operator's personal judgment. As a result, in order to increase the number of individual calls, people may select only those customers whose response time is likely to be short, or they may avoid responding to complaints, leading to unbalanced responses to incoming calls and a decline in customer service. was there. Further, in the method of Patent Document 1, since it is not possible to respond after checking the incoming call status and incoming trends of the entire call center system, there is a problem that it leads to a decrease in the operating efficiency of the entire call center system.

In view of the above circumstances, it is an object of the present invention to improve the customer service of a call center system and to improve the operating efficiency.

The present invention for solving the above problems includes a first processing unit that acquires first information having information on waiting calls, and information on changes in the number of incoming calls based on second information having information on incoming call history. a second processing unit that generates third information; a second processing unit that transmits the first information and the third information to the first device; fourth information that includes information on a priority call setup request; 5 information from the first device, and the third processing section receives, based on the fifth information, the response waiting queue of the target ACD (Automatic Call Distribution) group. The processing device moves a number of waiting calls related to the setting target information to be prioritized from the head of the waiting calls to a priority handling queue of the target ACD group.

The present invention also provides a first step of acquiring first information having information on waiting calls, and third information having information on changes in the number of incoming calls based on second information having information on incoming call history. a second step of generating the information; a third step of transmitting the first information and the third information to the first device; fourth information having information on a request for setting up a priority call; and fifth information having information on a setting target. A fourth step of receiving information from the first device, and based on the fifth information, among the waiting calls related to the setting target information in the response waiting queue of the target ACD (Automatic Call Distribution) group, This processing method includes a fifth step of moving a number of waiting calls to be prioritized from the head of the waiting calls to a priority handling queue of the target ACD group.

Further, the present invention enables a computer of the processing device to detect changes in the number of incoming calls based on a first processing unit that acquires first information having information on waiting calls, and second information having information on incoming call history. a second processing unit that generates third information having information; and a second processing unit that transmits the first information and the third information to the first device, and fourth information having information of a priority call setup request and information of a setup target. a third processing unit that receives fifth information having the information from the first device, and causes the third processing unit to determine the target ACD (Automatic Call Distribution) group based on the fifth information This is a program that moves, in the response waiting queue, a number of waiting calls related to the information to be set, the number of waiting calls to be prioritized starting from the head of the waiting calls, to the priority handling queue of the target ACD group.

According to the present invention, it is possible to improve the customer service of the call center system and to improve the operating efficiency.

FIG. 1 is a diagram showing a system configuration of a call center system (contact center system) according to a first embodiment. This is an example of incoming call history data. This is an example of customer information data. This is an example of a waiting call management screen displayed on the screen of the administrator terminal. This is an example of a flow for setting priority calls for all waiting calls by an administrator. It is an example of a waiting call details screen of a business according to a second embodiment. This is an example of a flow for setting a priority call for an individual waiting call by an administrator.

Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. The figures are only shown schematically to provide a thorough understanding of the invention. Therefore, the present invention is not limited to the illustrated example. Further, in the drawings referred to, the dimensions of members constituting the present invention may be exaggerated for clarity of explanation. In each figure, common or similar components are designated by the same reference numerals, and their overlapping explanations will be omitted.

[First embodiment]
<Configuration>
FIG. 1 is a diagram showing the system configuration of a call center system (contact center system) according to the first embodiment. In FIG. 1, a customer telephone 1 is an outside line telephone used by a customer. The customer telephone 1 is connected to a public network 2 and can make a call to a call center system 10 connected to the public network 2. There may be one customer telephone 1 as shown in FIG. 1, or there may be a plurality of customer telephones 1.

The call center system 10 includes a GW 3 (gateway device) connected to the public network 2, a call center server 100 (contact center server 100), an administrator terminal 200, and a plurality of operator terminals 300. There may be a plurality of administrator terminals 200. The number of operator terminals 300 may be one. GW 3, call center server 100, and operator terminal 300 are connected to communication network 4 within call center system 10. The communication network 4 may be a LAN (Local Area Network) or an IP (Internet Protocol) network.

The call center server 100 (contact center server 100), the administrator terminal 200, and the operator terminal 300 are computers having a CPU (Central Processing Unit), a memory, a storage means (storage unit) such as a hard disk, and a network interface. Constructed as. In this computer, various functions are realized by the CPU executing programs read into the memory.

The GW 3 is a device that connects the customer telephone 1 and the call center system 10 via the public network 2. The GW 3 functions as a conversion device placed between the public network 2 and the communication network 4. The GW 3 can perform media conversion between signals on the public network 2 side (including audio signals) and signals on the communication network 4 side (including audio signals).

(Call center server 100)
The call center server 100 is a device that performs processing related to telephone response services. The call center server 100 includes a communication processing section 101 , an IVR processing section 102 , a call control processing section 103 , a queue control section 104 , a response waiting queue 105 , a priority response queue 106 , and an incoming call number transition data generation section 107 , an incoming call history data storage section 108 , and a customer information data storage section 109 .

The communication processing unit 101 performs data transmission and reception processing in the call center server 100.
The IVR processing unit 102 is connected to the public network 2 via the communication processing unit 101, and functions as an interactive voice response system that automatically responds to incoming voice calls. Specifically, the IVR processing unit 102 prompts the customer to perform a dialing operation by playing a response voice prepared according to a predetermined logic in response to a telephone number received from the customer telephone 1. When business content information (information indicating business content associated with one or more dial operations) is acquired from the customer through the operation, the voice call is handed over to the call control processing unit 103 according to the acquired information.

The call control processing unit 103 has an ACD (Automatic Call Distribution) function that automatically distributes incoming calls from the customer telephone 1 to appropriate operators. In the ACD function, a plurality of operator terminals 300 are grouped into one group (hereinafter sometimes referred to as an "ACD group"), and one or more called numbers are assigned to this group. The incoming call number is an identifier for classifying incoming calls, and can be matched with the classification of business contents by IVR, for example. Therefore, it is possible to narrow down the type of business to be handled by the operator (operator terminal 300) belonging to each ACD group. When an incoming call to the incoming call number occurs, the call is received to the operator terminal 300 in the ACD group. If there is no operator terminal 300 that can receive the call (for example, if all operator terminals 300 belonging to the ACD group corresponding to the incoming call number are already responding), the incoming call is placed in the response waiting queue 105 of the corresponding ACD group. (Queuing). When detecting an operator terminal 300 that can receive a call (on standby), the call control processing unit 103 takes out the incoming call queued in the priority response queue 106 and response waiting queue 105 via the queue control unit 104. The call arrives at the detected operator terminal 300.
After receiving the incoming call, the call control processing unit 103 generates incoming call information corresponding to the incoming call. The incoming call information includes the caller number notified from the GW 3 (for example, the telephone number or dial-in number of the customer phone 1), the business content information notified from the IVR processing unit 102, and the addition associated with the caller number. Contains information. The additional information is stored in advance in the customer information data storage section 109, and is searched from the table (see FIG. 3) using the telephone number as a key.
Furthermore, the call control processing unit 103 writes the incoming call time, the caller number included in the incoming call information, the called destination ACD group, and the business (message content) as incoming call history data to the incoming call history data storage unit 108 (described later). (see Figure 2).

A queue control unit 104 controls a response waiting queue 105 and a priority response queue 106. The queue control unit 104 has a function of accessing the response waiting queue 105 and the priority response queue 106 in response to commands from the call control processing unit 103, and writing and retrieving incoming call information. The queue control unit 104 also refers to incoming call information in response to a request from the administrator terminal 200 and transfers an incoming call (waiting call) designated as a priority call by the administrator from the response waiting queue 105 to the priority response queue. 106. When the queue control unit 104 receives an instruction to take out an incoming call (waiting call) from the call control processing unit 103, it first accesses the priority queue 106 and takes out the incoming call (waiting call) from the beginning. If there is no incoming call (waiting call) in the priority response queue 106, the queue control unit 104 accesses the response waiting queue 105 and takes out the incoming call (waiting call) from the top.

The response waiting queue 105 provides a queuing function for holding incoming call information of incoming calls from the customer telephone 1 . A response waiting queue 105 exists for each ACD group (indicated by symbols G1, G2, G3, . . . in FIG. 1). When there is no operator terminal 300 that can respond in the destination ACD group and there is a new incoming call, the call control processing unit 103 uses the queue control unit 104 to process the incoming call information of the incoming call and The received call is loaded (held) in the response waiting queue 105 of the ACD group (to which the terminating number of the incoming call is assigned and the incoming call is determined to be distributed).

Priority response queue 106 provides a queuing function that holds incoming call information that has been moved from response queue 105 . A priority response queue 106 exists for each response waiting queue 105. That is, the priority correspondence queue 106 exists for each ACD group (indicated by symbols G1, G2, G3, . . . in FIG. 1). The queue control unit 104 moves the incoming call information held in the response waiting queue 105 of any ACD group to the priority response queue 106 of the same ACD group under predetermined conditions.

The incoming call number transition data generation unit 107 aggregates the incoming call history data stored in the incoming call history data storage unit 108, and calculates the number of calls in a unit time (for example, 5 The number of calls received per minute) is generated as call number transition data.

The incoming call history data storage unit 108 stores incoming call history data in which the caller number, time of incoming call, destination ACD group, and business content of the incoming call are associated with each other.
FIG. 2 shows an example of incoming call history data. For example, as shown in FIG. 2, the incoming call history data includes an incoming call time 601 indicating the time when the incoming call arrived at the call control processing unit 103, and a caller number 602 indicating the telephone number of the caller (customer phone 1). , a destination ACD group 603 indicating the ACD group to be the destination (distribution destination) of the incoming call, and a message 604 indicating the message content input by the customer (customer telephone 1) by the IVR processing unit 102. . The information included in the incoming call history data is not limited to the incoming call time 601, caller number 602, called destination ACD group 603, and business matter 604.

The customer information data storage unit 109 stores customer information data in which the caller number of an incoming call, the name of the caller, and additional information are associated.
FIG. 3 shows an example of customer information data. The customer information data includes, for example, as shown in FIG. ). The degree of importance is an index for ranking callers, and can be labeled as A, B, C, etc. in descending order of importance. For example, in the case of a caller inquiring about a highly urgent matter, the importance level is increased.

(Administrator terminal 200)
Returning to FIG. 1, the manager terminal 200 is a device used by a manager of telephone answering services. The administrator terminal 200 can be, for example, a personal computer or a smart phone, but is not limited thereto. The administrator terminal 200 includes a communication processing section 201, an operation input section 202, a display output section 203, a waiting call information display section 204, and a priority call setting section 205.

The communication processing unit 201 performs data transmission and reception processing at the administrator terminal 200.
The operation input unit 202 receives instructions from the administrator via input means such as a mouse and a keyboard.
The display output unit 203 converts various data into video signals and outputs the video signals to the display of the administrator terminal 200.

When the waiting call information display unit 204 receives a waiting call display request from the administrator via the operation input unit 202, it transmits a waiting call information acquisition request to the call center server 100. The waiting call information is information obtained by analyzing the incoming call information held in the response waiting queue 105, and includes, for example, the ACD group to which the target waiting call will be distributed, the business of the target waiting call, etc. This information includes, but is not limited to, content information and number of waiting calls. In addition, the waiting call information display unit 204 analyzes the waiting call information and the transition data of the number of incoming calls received from the call center server 100, totalizes the number of waiting calls for each job of each ACD group, and changes the number of incoming calls. Analyze the data and generate a graph of changes in the number of calls for each ACD group. Further, the waiting call information display section 204 generates image data of the waiting call management screen 400 including the generated call arrival number transition graph, and displays it on the screen via the display output section 203.

FIG. 4 shows an example of a waiting call management screen displayed on the screen of the administrator terminal. For example, as shown in FIG. 4, the queued call management screen 400 includes a call status display button that is clicked by the administrator to display the number of queued calls and the trend status of the number of received calls for each ACD group. 401, a priority call setting button 402 that shows the button that the administrator clicks to set a priority call, a group column 403 that shows the identifier of the ACD group, and the message content of the incoming call (from the message content information). The number of waiting calls column 405 shows the number of waiting calls for the corresponding message (can be obtained), the number of waiting calls column 405 indicates the number of calls waiting for the corresponding message, and the unit time (for example, 5 minutes) of the number of incoming calls in a certain period (for example, 90 minutes) for the corresponding message. ), and a priority response column 407 that indicates whether or not a waiting call for the relevant matter should be prioritized or not, depending on the settings of the administrator, by whether or not a checkbox is checked. , a percentage field that indicates the value (ratio) that the administrator enters to set what percentage of the number of waiting calls for the corresponding event will be given priority response (if the checkbox is checked). 408.

For each ACD group indicated by the group column 403 and for each message content indicated by the task column 404, the values in the number of waiting calls column 405, the number of received calls trend column 406, the priority response column 407, and the ratio column 408 are set respectively. Associated. Further, the business field 404 functions as a link that the administrator clicks to display the waiting call details screen 700 for the relevant business (see FIG. 6, which will be described later). By checking the number of waiting calls and the number of incoming calls for each task displayed on the waiting call management screen 400, the administrator can determine which waiting calls should be made priority calls, and can respond as needed. Make priority call settings accordingly (check the checkbox and enter the percentage).

Returning to FIG. 1, when the priority call setting unit 205 receives a priority call setting request from the administrator (when the priority call setting button 402 is pressed), the priority call setting unit 205 determines whether the priority call has been selected as a priority call setting target ( The number of priority calls is calculated based on the input value (ratio) in the priority call setting ratio column 408 of the task (for which the checkbox is checked) and is transmitted to the call center server 100. In addition, the priority call setting unit 205 aggregates the ACD group (see group column 403), task (object column 404), and number of waiting calls (see number of waiting calls column 405) for which the priority call is to be set. and transmits it to the call center server 100. For example, as shown in Figure 4, if the "new contract" request (number of waiting calls: 10) of ACD group "G1" is set as a priority call and a percentage of 50% is entered, The priority call setting unit 205 sets 5 (=10×50/100) calls as priority calls and requests the call center server 100 to make the settings.

(Operator terminal 300)
The operator terminal 300 is a device used by an operator engaged in telephone answering work, and provides call control functions such as incoming and outgoing calls using outside lines or extensions, and voice communication functions for calls. Operator terminal 300 can be, for example, a personal computer, a smart phone, or a telephone, but is not limited to these.

<Processing>
Next, the processing of the first embodiment will be explained. FIG. 5 is an example of a flow for setting priority calls for all waiting calls by the administrator. First, the administrator terminal 200 receives the administrator's operation instruction (clicking the incoming call status display button 401 on the queued call management screen 400) inputted via the operation input unit 202 on the queued call information display unit 204. It is accepted as a display request (step S501). Next, the administrator terminal 200 transmits a waiting call display request to the call center server 100 in accordance with the operating instructions (step S502).

Next, upon receiving the waiting call display request from the administrator terminal 200, the call center server 100 acquires the waiting call information in the response waiting queue 105 of each ACD group via the queue control unit 104 (step S503). Next, the call center server 100 generates incoming call number trend data (per unit time for each task of each ACD group) from the incoming call history data stored in the incoming call history data storage unit 108 in the incoming call number trend data generation unit 107. (step S504). Next, the call center server 100 transmits the acquired waiting call information (including the ACD group, job content information, and number of waiting calls) and call arrival number transition data to the administrator terminal 200 (step S505).

Next, the administrator terminal 200 uses the waiting call information display unit 204 to analyze the waiting call information received from the call center server 100 and totals the number of waiting calls for each job of each ACD group (step S506). In addition, the administrator terminal 200 uses the queued call information display unit 204 to analyze the data on changes in the number of calls received from the call center server 100 and generates a graph on changes in the number of calls for each job of each ACD group (step S507). Next, the administrator terminal 200 displays the queued call management screen 400 including the aggregated number of queued calls and the generated graph of the number of incoming calls on the queued call information display unit 204 via the display output unit 203. is displayed on the screen (step S508).

Next, the administrator terminal 200 uses the priority call setting section 205 to receive the administrator's operation instruction (clicking the priority call setting button 402 on the waiting call management screen 400) input via the operation input section 202. It is accepted as a priority call setting request (step S509). Next, the administrator terminal 200 generates priority call setting information according to the operation instruction (step S510). Priority call setting information is a priority call that is calculated based on the ACD group, task content information, number of waiting calls, and priority call ratio value selected by the administrator. including the number of Next, the administrator terminal 200 uses the priority call setting unit 205 to transmit a priority call setting request and priority call setting information to the call center server 100 (step S511).

Next, upon receiving the priority call setting request from the administrator terminal 200, the call center server 100 accesses the response waiting queue 105 of the target ACD group via the queue control unit 104, The call is moved to the priority queue 106 (step S512). Specifically, as priority calls, waiting calls that match the setting target request are moved to the priority queue 106 by the number of priority calls from the top.

Thereafter, the call center server 100 distributes the waiting calls taken out from the priority response queue 106 to the operator terminals 300 that belong to the target ACD group and can receive calls (step S513). Further, the call center server 100 distributes the waiting call taken out from the response waiting queue 105 to the operator terminals 300 that belong to the target ACD group and can receive calls (step S514). Note that waiting calls are taken out from the head of the priority queue 106, and after all waiting calls in the priority queue 106 are distributed, waiting calls are taken out from the head of the response waiting queue 105 and distributed.

<Effect>
According to the first embodiment, a priority handling queue 106 is provided in the call center server 100 in addition to the response waiting queue 105 for each ACD group, and waiting calls in the priority handling queue 106 are given priority to operators over the response waiting queue 105. It is distributed to the terminals 300. Therefore, by operating the administrator terminal 200 to designate a waiting call for each task of each ACD group as a priority handling call, the target waiting call is moved from the response waiting queue 105 to the priority handling queue 106 and is given priority handling. can be connected to the operator terminal 300. In other words, the order of arrival of waiting calls can be changed.

In addition, by displaying the waiting call information and the trend in the number of incoming calls for each ACD group on the waiting call management screen 400 of the administrator terminal 200, the administrator can monitor the operating status of the entire call center and incoming call trends. After checking, you can set priority handling for waiting calls. As a result, the operating efficiency of the entire call center can be improved.
In addition, by setting the priority handling ratio for the number of existing waiting calls in the priority response setting for waiting calls, it becomes possible to operate flexibly by reducing bias in the handling of incoming calls by operators, thereby improving customer service of the entire call center. can be improved.

[Second embodiment]
When describing the second embodiment, explanations that overlap with those of the first embodiment will be omitted, and differences will be explained. The second embodiment differs from the first embodiment in that each incoming call can be individually set as a waiting call that can be set as a priority call.

FIG. 6 shows an example of a waiting call details screen for a message according to the second embodiment. On the queue management screen 400 in FIG. 4, when the administrator clicks a linked message shown in the message field 404, the queue details screen 700 for the corresponding message is displayed on the administrator terminal, as shown in FIG. 200 is displayed. For example, as shown in FIG. 6, the waiting call details screen 700 for a message includes a priority call setting button 701 that indicates a button that the administrator clicks to set a priority call, and a message content of the incoming call ( a job field 702 that shows the connection order (can be obtained from the job content information), and a connection order field 703 that shows the connection order in the response waiting queue 105 prepared for the target ACD group (the order in which they are loaded into the response waiting queue 105). , a caller number field 704 showing the caller's telephone number, a name field 705 showing the caller's name, a call arrival time field 706 showing the time when the call arrived at the call control processing unit 103, and the time elapsed since the time the call arrived. an elapsed waiting time field 707 that shows the customer's importance, an additional information field 708 that shows the importance of the customer, and whether or not a check box is checked to indicate whether or not the waiting call for the corresponding job will be given priority response according to the settings of the administrator. It includes a priority response column 709 shown in .

The priority call setting button 701 is the same as the priority call setting button 402 (FIG. 4).
The business field 702 corresponds to the business field 404 of the queued call management screen 400 (FIG. 4). The caller number field 704 corresponds to the caller number 801 of the customer information data (FIG. 3). The name column 705 corresponds to the name 802 of the customer information data (FIG. 3). The incoming call time column 706 corresponds to the incoming call time 601 of the incoming call history data (FIG. 2). Additional information column 708 corresponds to additional information 803 of customer information data (FIG. 3).

For example, as shown in FIG. 6, regarding a waiting call whose connection order in the connection order column 703 is "5", the administrator selects the waiting call as a priority call in consideration of the urgency of the waiting call (check box is checked). In this case, the priority call setting unit 205 sets the waiting call whose connection order is "5" as a priority call, and requests the call center server 100 to make the setting.

<Processing>
Next, the processing of the second embodiment will be explained. FIG. 7 is an example of a flowchart for setting a priority call for an individual waiting call by the administrator. For convenience of explanation, it is assumed that steps 501 to S508 in the flow of FIG. 5 have been performed.

Next, when the link shown in the business field 404 of the waiting call management screen 400 is selectively clicked according to the administrator's operation instruction inputted through the operation input unit 202, the administrator terminal 200 The waiting call information display section 204 displays the waiting call details screen 700 for the selected task on the screen via the display output section 203 (step S901).

Next, in the priority call setting section 205, the administrator terminal 200 receives the administrator's operation instruction inputted via the operation input section 202 (by clicking the priority call setting button 701 on the waiting call details screen 700 for the job). ) is accepted as a priority call setting request (step S902). Next, the administrator terminal 200 generates a priority call list according to the operation instruction (step S903). The priority call list includes, for one or more priority calls selected by the administrator's operation, the ACD group to which the priority call is distributed (can be determined from the group column 403), the task selected by the administrator, and the connection order in the waiting call group corresponding to the selected task (which can be determined from the connection order column 703). The priority call list corresponds to a list of incoming calls individually narrowed down from priority call setting targets. Next, the administrator terminal 200 transmits a priority call setting request and a priority call list to the call center server 100 in the priority call setting unit 205 (step S904).

Next, upon receiving the priority call setting request from the administrator terminal 200, the call center server 100 accesses the response waiting queue 105 of the target ACD group via the queue control unit 104, and stores the waiting calls corresponding to the priority call list. The call is moved to the priority queue 106 (step S905). Specifically, the waiting calls checked in the priority handling column 709 (FIG. 6) are moved to the priority handling queue 106 in ascending order of connection order. Thereafter, similar to steps S513 and S514 in FIG. 5, the waiting calls taken out from the priority response queue 106 and the waiting calls taken out from the response waiting queue 105 are distributed.

<Effect>
According to the second embodiment, the caller information (customer information data) of the call waiting is displayed on the waiting call details screen 700 of the job on the administrator terminal 200, and the administrator confirms the caller information. , a priority call can be set. Therefore, the corresponding waiting call is moved from the response waiting queue 105 of the call center server 100 to the priority response queue 106, and can be connected to the operator terminal 300 preferentially. As a result, incoming calls from customers requiring emergency response can be quickly (prioritized) handled without depending on the operator's judgment.

[Relationship with the scope of claims]
The queue control unit 104 is a specific example of the “first processing unit”, “second processing unit”, and “third processing unit” in the claims.
The waiting call information is a specific example of "first information" in the claims.
The incoming call history data is a specific example of "second information" in the claims.
The incoming call number transition data is a specific example of "third information" in the claims.
The priority call setting request is a specific example of "fourth information" in the claims.
The priority call setting target is a specific example of the "fifth information" in the claims.
The additional information is a specific example of "sixth information" in the claims.

[Modified example]
(a): In the first embodiment, incoming calls are classified by message content by an interactive voice response system, and the queued call management screen 400 of the administrator terminal 200 is classified by message (content). The number of waiting calls was displayed. However, even if the call center system (contact center system) does not have an interactive voice response system and incoming calls are not classified by business content, the queued call management screen 400 of the administrator terminal 200 The number of waiting calls may also be displayed. In other words, the number of waiting calls for each ACD group may be displayed. In particular, in the first embodiment, when displaying the number of waiting calls for each task (content), the waiting calls that match the set task are placed in the priority response queue starting from the top and corresponding to the number of priority responses. Moved to 106. However, even if the incoming calls are not classified by task content, waiting calls may be moved to the priority handling queue 106 by the number of priority handling calls starting from the head. Furthermore, as priority calls, waiting calls that match the setting target requirements may be moved to the priority queue 106, for example, by a randomly selected number of priority calls, instead of from the beginning. At this time, it does not matter whether or not the incoming call is classified by business content.
(b) In the second embodiment, an interactive voice response system individually selects incoming calls from the incoming calls classified by business content and makes them priority calls. However, the setting of individual priority calls may be performed without classifying the contents of the business by an interactive voice response system.

(c): The above invention specifying matters can be combined as appropriate.
(d): Means that can be realized with software can be realized with hardware, and means that can be realized with hardware can be realized with software.

1 Customer telephone 2 Public network 3 GW
4 Communication network 10 Call center system 100 Call center server 101 Communication processing unit 102 IVR processing unit 103 Call control processing unit 104 Queue control unit 105 Response waiting queue 106 Priority response queue 107 Incoming call number transition data generation unit 108 Incoming call history data storage unit 109 Customer Information data storage unit 200 Administrator terminal 201 Communication processing unit 202 Operation input unit 203 Display output unit 204 Waiting call information display unit 205 Priority call setting unit 300 Operator terminal

Claims (5)

a first processing unit that acquires first information having information about a waiting call;
a second processing unit that generates third information having information on changes in the number of incoming calls based on second information having information on incoming call history;
A third device that transmits the first information and the third information to the first device, and receives from the first device fourth information that includes information on a priority call setup request and fifth information that includes information on a setup target. comprising a processing section;
Based on the fifth information, the third processing unit is configured to prioritize calls from among the waiting calls related to the setting target information in the response waiting queue of the target ACD (Automatic Call Distribution) group, starting from the top of the waiting calls. A processing device that moves a number of waiting calls to a priority response queue of the target ACD group. 2. The processing device according to claim 1, wherein the information to be set is prepared for each incoming call requirement classified by an interactive voice response system. The information to be set includes sixth information having importance information regarding the caller of the incoming call,
The process according to claim 1 or 2, wherein the third processing unit moves the waiting call selected by the first device to the priority response queue based on the fifth information and the sixth information. Device. a first step of acquiring first information having information about a waiting call;
a second step of generating third information having information on a change in the number of incoming calls based on second information having information on the incoming call history;
a third step of transmitting the first information and the third information to a first device;
a fourth step of receiving, from the first device, fourth information having priority call setup request information and fifth information having setup target information;
Based on the fifth information, in the response waiting queue of the target ACD (Automatic Call Distribution) group, among the waiting calls related to the information to be set, a number of waiting calls are prioritized from the beginning of the waiting calls. , a fifth step of moving the target ACD group to a priority correspondence queue. processing equipment computer,
a first processing unit that acquires first information having information about a waiting call;
a second processing unit that generates third information having information on changes in the number of incoming calls based on second information having information on incoming call history;
A third device that transmits the first information and the third information to the first device, and receives from the first device fourth information that includes information on a priority call setup request and fifth information that includes information on a setup target. The processing section and function,
Based on the fifth information, the third processing unit is configured to perform priority handling from the beginning of waiting calls related to the setting target information in the response waiting queue of the target ACD (Automatic Call Distribution) group. A program that moves the number of waiting calls to the priority queue of the target ACD group.

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