JP2004023175A - Method and system for supporting supervisor operation in call center system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a supervisor operation supporting method for realizing satisfactory management efficiency in a call center. <P>SOLUTION: The method comprises a step for obtaining operation history information stored in a history database at appropriate timing, a step for calculating a present corresponding situation to a received call based on obtained operation history information, a step for comparing the calculated present corresponding situation with a target value which is previously set on the corresponding situation to the received call, a step for extracting instruction information to shorten an interval corresponding to the received call when the present corresponding situation is determined to be less than the target value by comparison from a message table and informing a corresponding terminal of it and a step for extracting instruction information to extend the interval corresponding to the received call when the present corresponding situation is determined to exceed the target value from the message table and informing the corresponding terminal of it. <P>COPYRIGHT: (C)2004,JPO

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention stores a line control device that performs a line control in response to an incoming call to exchange a call to an appropriate corresponding terminal, a device management system that manages the operation of the line control device, and an operation history of the line control device. The present invention relates to a method for supporting a supervisor operation by a computer in a call center system including a history database.
[0002]
BACKGROUND OF THE INVENTION
In order to respond to inquiries and orders from consumers, companies that set up and operate or outsource so-called call centers and other telephone-based systems that assign a large number of operators and respond via various communication terminals such as telephones and personal computers is increasing. Automation of this telephone-compatible system is being promoted by a computer system called a CTI (Computer Telephony Integration) system. The supervisor who manages and operates the call center as described above needs to perform various tasks daily, such as assigning personnel and educating them to increase motivation according to the service contents to be maintained by the call center. is there.
[0003]
[Problems to be solved by the invention]
Therefore, as a CTI system, each operator automatically provides to the supervisor by graphing the call status value and the history information indicating how much time per call and the total number of calls, and the like. Technology has been proposed. Indeed, this technology allowed supervisors to keep track of the current state of the call center.
[0004]
However, the call center does not provide an analysis of the current situation in comparison with the contents of services to be achieved and maintained, and is provided only to the supervisor in a unified manner. That is, although data for recognizing the current situation is provided, advice and instructions to the operator and the like have to be determined by the supervisor based on experience and the like in consideration of the current situation as described above.
[0005]
In a situation where the scale of the call center becomes large in terms of the number of operators and facilities, the load on the supervisor who gives instructions and advice becomes very large. In addition, since the quality of the burdened processing is often influenced by the ability of the supervisor, the transfer or replacement of the supervisor may be a barrier to efficiently operating the call center while maintaining a certain quality.
[0006]
Therefore, the present invention has been made in view of such conventional problems, and an object of the present invention is to provide a supervisor business support method and system which achieve good management efficiency in a call center.
[0007]
[Means for Solving the Problems]
In order to achieve the above object, a supervisor business support method of the present invention includes a line control device that performs line control in response to incoming calls and performs call switching to an appropriate corresponding terminal, and a device management system that manages the operation of the line control device. A call center system including a history database storing an operation history of a line control device, a method for supporting a supervisor operation by a computer, wherein the computer updates operation history information stored in the history database at an appropriate timing. Acquiring, and, based on the acquired operation history information, calculating a current incoming call response status; and comparing the calculated current response status with a target value preset for the incoming call response status. And if the current response status is determined to be below the target value by the comparison, Extracting from the message table instruction information to the effect that the interval corresponding to should be shortened, and notifying the corresponding terminal to the corresponding terminal, and when it is determined that the current response status exceeds the target value by the comparison, the incoming call is Extracting instruction information indicating that the corresponding interval should be extended from the message table and notifying the corresponding terminal of the instruction information.
[0008]
In addition, the problems disclosed by the present application and the solution thereof will be clarified by the description of the embodiments of the invention and the drawings.
[0009]
BEST MODE FOR CARRYING OUT THE INVENTION
At least the following will be made clear by the description in this specification.
In the supervisor work support method, the step of calculating the current response status includes extracting a current incoming call ID from the incoming call ID included in the operation history information acquired from the history database and the received time data. Calculating the current number of incoming calls, collating the call status information of the corresponding terminal for each incoming call ID included in the operation history information with the currently incoming incoming call ID, and And calculating the ratio of the current incoming call count to the current incoming call count or the current incoming call count itself as the current handling status.
[0010]
Further, in the supervisor task support method, in the step of notifying the instruction information to the corresponding terminal, according to the degree of difference between the current response status and the target value, the content of the instruction information extracted from the message table is changed, This can be notified to the corresponding terminal.
[0011]
Further, in the supervisor work support method, the instruction information may be at least one of a text, a numerical value, a symbol, and an image, or a combination thereof, the attribute of which is changed according to the instruction content.
[0012]
Further, in the supervisor business support method, when it is determined by the comparison that the current response status is lower than the target value, the device management system or the line control device is instructed to shorten the interval according to the incoming call. Transmitting information or parameter change information of an algorithm for performing line control, and, if it is determined by the comparison that the current correspondence status is higher than a target value, the device management system or the line control device is provided with an interval corresponding to incoming power. Transmitting instruction information or parameter change information of an algorithm for performing line control, to the effect that the extension should be extended.
[0013]
Furthermore, a line control device that performs line control in response to incoming calls to exchange a call to an appropriate corresponding terminal, a device management system that manages the operation of the line control device, and a history database that stores the operation history of the line control device In a call center system comprising a, a supervisory business support system, wherein the computer acquires the operation history information stored in the history database at an appropriate timing, based on the acquired operation history information, Means for calculating the current response status to incoming calls; means for comparing the calculated current response status to a target value preset for the response status to incoming calls; and If it is determined that the interval is shorter, the instruction information indicating that the interval corresponding to the incoming call should be shortened is extracted from the message table. Means for notifying the corresponding terminal, and when it is determined by the comparison that the current corresponding state is higher than the target value, extracting from the message table instruction information indicating that the interval corresponding to the incoming call should be extended, And a means for notifying the corresponding terminal.
[0014]
Also, a line controller for performing line control in response to incoming calls and exchanging a call to an appropriate corresponding terminal, a device management system for managing the operation of the line controller, and a history database storing the operation history of the line controller A program for causing a computer to execute a supervisory business support method in a call center system comprising: a step of the computer acquiring operation history information stored in the history database at an appropriate timing; and Calculating the current response status to the incoming call based on the obtained operation history information; comparing the calculated current response status to a preset target value for the incoming response status; and If it is determined that the current response status is below the target value, the interval between incoming calls should be shortened. Extracting the instruction information to the effect from the message table and notifying the corresponding terminal of the instruction information, and, when the comparison shows that the current response situation is higher than the target value, that the interval corresponding to the incoming call should be extended. Extracting the instruction information from the message table and notifying the corresponding terminal of the instruction information.
[0015]
Further, a computer-readable recording medium on which the supervisor work support program is recorded is provided.
[0016]
Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. FIG. 1 is a diagram showing an outline of a call center system 100 including a call center management system 10 in the present embodiment, and FIG. 2 is a functional block diagram corresponding to the call center system 100 of FIG. The call center is constituted by a call center system 100, and is provided with equipment for performing various telephone-related operations by making full use of CTI (Computer Telephony Integration) technology. The call center system 100 may be built by the company in some cases, but since it requires a large amount of initial investment and unique business know-how such as response, there are many specialized companies that provide it as an outsourcing service.
[0017]
Typical operations handled by the call center system 100 include processing of receiving orders from customers, responding to inquiries, and the like. It is assumed that the operator directly responds to this inquiry and the like via the operator terminal 104 in which the telephone 105 and the personal computer 106 are integrated, and the automatic answering system 109 also has an unmanned function for receiving a call at night or the like. . Examples of the operation form are divided into an inbound business for receiving an incoming call and an outbound business for making an outgoing telephone call. In the present embodiment, description will be given mainly focusing on the inbound business. Of course, the scope of the present invention is not limited only to this mode, and can be applied to other various modes of operation.
[0018]
In the inbound business, the information of the calling customer is displayed on the display of the corresponding operator terminal 104 before answering the call using a caller's number notification service or the like provided by the service provider of the public line network 200. , And encourage accurate responses for each customer. In addition, the transfer system 110 transfers a call to the supervisor terminal 105 for inquiries or the like that cannot be handled by the operator. Note that the “corresponding terminal” in the present invention includes the operator terminal 104 and the supervisor terminal 107 in the present embodiment.
[0019]
The general system configuration of the call center system 100 includes a PBX 101 serving as a private branch exchange, a PBX management system 102, an exchange information database 103, an operator terminal 104 for each operator, an extension telephone network (not shown), and a supervisor terminal 107. Etc. In addition, an automatic answering device 109 serving as an IVR and a telephone transfer system 110 are also provided. In the present embodiment, in addition to this general system configuration, a call center management system 10 and a statistical information database 15 are provided.
[0020]
The PBX 101 is a private branch exchange, and refers to a private telephone exchange installed in a premises of a company or the like in a sense to distinguish it from a telephone exchange provided in a public line network. It is also called PABX (Private Automatic Branch Exchange). When receiving a call from a customer, the PBX 101 receiving the call exchanges a telephone with an appropriate operator terminal 104 according to the management of the PBX management system 102. In the functional block diagram of FIG. 2, the PBX 101 is a line control device, and the PBX management system 102 is a line control management system.
[0021]
The PBX management system (line control management system) 102 is a system that can also function as a CTI server, and includes a program that controls the PBX 101 by software. Various commands such as a telephone exchange command are transmitted to the PBX 101 based on this program, and control of the PBX 101 is realized. In addition, in cooperation with the automatic response system 109 and the transfer system 110, the reproduction processing of the automatic response voice and the telephone transfer processing to the supervisor terminal 107 are realized in response to the situation such as when the operator leaves. History information on the control of the PBX 101 performed by the PBX management system 102 is stored in the exchange information database 103. Alternatively, this history information is transferred to the call center management system (the control information management system in FIG. 2) 10 and stored in the database 13 via the database management system 12 (see FIG. 2).
[0022]
The incoming call exchanged from an outside line by the PBX 101 is exchanged for an operator terminal 104 in accordance with an instruction from the PBX management system 102. The operator terminal 104 is a general operator terminal 104 including a telephone 105 for receiving the exchanged telephone and a personal computer 106 for displaying customer information corresponding to the telephone. The status of the operator terminal 104 is constantly monitored by the PBX management system 102.
[0023]
With reference to the control history information stored in the exchange information database (or database 13) 103, a function of notifying the operator terminal 104 of appropriate instructions and advice after comparing with a preset target value has been developed. This is the call center management system 10 (the control information management system in FIG. 2). As the call center management system 10, a server computer can be applied. The call center management system 10 acquires the setting information (target value) of the setting management system 11 set through the setting management tool 108 of the supervisor terminal 107, compares it with the control history information, and also obtains the information of the operator terminal 104. State transition information and operation information of the call center system 100 are stored in the database 13 or the statistical information database 15 via the database management system 12.
[0024]
The supervisor terminal 107 receives information about the state of the operator terminal 104 and the entire call center system 100 presented from the call center management system 10, and advice generated in response thereto. The device includes a telephone and a personal computer as in the case of the operator terminal 104. Further, as shown in FIG. 2, a setting management tool 108 can be provided to set the corresponding quality required for the call center as a target value in the call center management system 10 (or the setting management system 11). .
[0025]
The present invention is also applicable to a call center system employing an exchange other than the PBX 101. The present invention is applicable not only to a system configuration in which the PBX management system 102 and the call center management system 10 are separately provided, but also to a system configuration in which the two are integrated. Further, the system may operate a database in which the exchange information database 103 and the statistical information database 15 are integrated. Further, the PBX 101 may have the functions of the PBX management system 102 and the call center management system 10. Of course, the present invention can be applied not only to telephone support but also to customer support by Web, chat, and e-mail.
[0026]
FIG. 3 is a diagram showing the operation content of the entire call center system of the present embodiment, and FIG. 4 is a diagram showing the processing content of the call center management system in the present embodiment. An outline of the contents of the process performed by the call center system 100 for the incoming call from the customer will be described. Suppose a customer calls a call center. The telephone enters the PBX 101 and is exchanged for an appropriate operator terminal 104 under the control of the PBX management system 102. At the operator terminal 104, the operator in charge corresponds to the telephone. On the other hand, the information exchanged from the PBX 101 to the operator terminal 104 is registered in the exchange information database 103 by the PBX management system 102 as an exchange history. The information of the exchange history is referred to from the call center management system 10.
[0027]
The call center management system 10 performs a process 401 with reference to the exchange history registered in the exchange information database 103, and executes a process 402 for calculating a management index (current response status) indicating a current situation where the call center is located. Then, based on the result of the comparison process 403 between the management index and the target value, a process 404 of creating an instruction content for at least one of the PBX 101, the PBX management system 102, the operator terminal 104, and the supervisor terminal 107 is executed. The contents of this instruction are subjected to transmission processing 405, 406 to the corresponding terminal or PBX management system 102. The details of this processing flow will be described below.
[0028]
FIG. 5 is a flowchart showing a processing flow of the call center system including the call center management system of the present embodiment. When a call from a customer is received by the PBX 101 (step 501), the PBX 101 detects a change in the call status. At the time of the incoming call, the PBX management system 102 determines a corresponding operator terminal 104 in consideration of the communication status of the operator terminal 104 according to a program provided, and returns an instruction to the operator terminal 104 to perform a telephone exchange process to the PBX 101 (step S101). 502).
[0029]
The PBX 101 executes a telephone exchange according to the instruction of the PBX management system 102, and connects the incoming call to the operator terminal 104. At the operator terminal 104, the operator in charge talks and responds to the customer, and responds to the request as appropriate. The processing status at the operator terminal 104 is monitored by the PBX management system 102 and stored in the exchange information database 103 as call processing information (exchange information) (step 504).
[0030]
FIG. 6 is a diagram showing an example of a data structure of call processing information in the present embodiment, and FIG. 7 is a diagram showing an example of a data structure of an exchange information database in the present embodiment. The call processing information 600 includes a power receiving time 601 as a time at which a call from a customer enters the PBX 101, a PBX input terminal number 602, and a state change time 603 which records a time at which the response to the incoming call according to the call processing information has changed. , A connection destination 604 indicating the number of the operator terminal 104 or the supervisor terminal 107 connected to the incoming call, a state 605 after receiving power at the connection destination such as busy, history, hold, and the like, and an end time 606 when the response is completed. I have.
[0031]
The call processing information 600 is stored and managed in the exchange information database 103 in, for example, time series. In the data structure 700 (call history) of the exchange information database 103 shown in FIG. 7, each call processing information is listed in chronological order, and the total call time, received call, outgoing call, ring, transfer, incoming call waiting, investigation / input, The time required for each element such as leaving the seat is counted. The call processing information (operation history information) stored in the exchange information database (history database) 103 is transmitted from the exchange information database 103 to the call center management system 10 at an appropriate timing or upon request (step 505). .
[0032]
The call center management system 10 receives this and registers it in an appropriate storage means (step 506). Next, the call center management system 10 calculates a current response status to incoming calls based on the acquired call processing information. In this calculation process, first, the current incoming call ID is extracted from the incoming call ID included in the call processing information acquired from the exchange information database 103 and the data on the time of receiving the call, and the number of current incoming calls is calculated. Then, the “state after power reception” (call status information) in the operator terminal 104 or the supervisor terminal 107 for each incoming call ID included in the call processing information and the incoming call ID that is currently receiving power are collated, and currently being handled. Calculate the number of incoming calls during correspondence. Finally, the ratio occupied by the number of incoming calls during the response or the number of incoming calls during the response is taken as the management index (current response status).
[0033]
The call center management system 10 that has calculated the management index performs a process of comparing the calculated management index with a target value registered in advance for the incoming call response status (step 507). The target value is a measure of service quality to be achieved for each call center or each section of the call center. For example, "The ratio of incoming calls during service to the total number of incoming calls should be 60% on weekdays and within 70% on weekends.""The number of incoming calls waiting to be handled should be within 20 in the Tokyo area and in the Okinawa area. A target value corresponding to the service quality is set.
[0034]
As a result of the comparison, when the management index and the target value match (step 508), the process ends assuming that there is no problem in the management status of the call center system 100 (step 509). On the other hand, when it is determined that they do not match and the management index is higher than the target value, that is, it is determined that excess service is being performed (step 510), the difference between the management index and the target value is calculated (step 511). .
[0035]
When the difference is calculated, a process according to the difference is selected (step 512). FIG. 8 is a diagram illustrating an example of a specified target table in the present embodiment. In the table 800, the processing contents corresponding to the calculated numerical value 801 of the difference are set as a processing program 802 with the key. Here, since the management index exceeds the target value, a processing program with a difference value of + 30% to + 10% is selected.
[0036]
The call center management system 10 that has selected an appropriate processing program extracts, from an appropriate message table, instruction information indicating that the interval according to the incoming call should be extended in response to the current situation of excessive service, and extracts this from the operator terminal 104 or the supervisor. The terminal 107 is notified (steps 513, 514, 515). Also, it transmits to the PBX 101 management system 102 or the PBX 101 instruction information indicating that the interval according to the incoming call should be extended or parameter change information of an algorithm for performing line control.
[0037]
On the other hand, if it is determined in the comparison that the management index is lower than the target value, that is, if the service quality is insufficient, the difference is calculated in the same manner as described above (step 516), and an appropriate presentation process (step 516) is performed. Step 517) and processing of selecting a processing program by collation with the specified target table 800 is performed. Here, since the management index is below the target value, a processing program with a difference value of -5% to -15% is selected.
[0038]
The call center management system 10 that has selected an appropriate processing program extracts, from an appropriate message table, instruction information indicating that the interval according to the incoming call should be shortened in response to the current situation of service shortage, and extracts the instruction information from the operator terminal 104 or the supervisor. The terminal 107 is notified. Alternatively, to the PBX 101 management system 102 or the PBX 101, instruction information or parameter change information of an algorithm for performing line control is transmitted to the effect that the interval according to the incoming call should be shortened (step 518). In response, the PBX management system 102 controls the PBX 101 (step 519), and manages the exchange process (step 520) in the PBX 101.
[0039]
FIG. 9 is a diagram illustrating an example of a screen for presenting instruction information for an operator according to the present embodiment. FIG. 10 is a diagram illustrating an example of a screen for presenting instruction information for a supervisor according to the present embodiment. It is a figure showing an example of a presentation screen of direction information. It is preferable that the instruction information presented to the operator terminal 104 or the supervisor terminal 107 be changed in attribute according to the degree of difference between the management index and the target value. As a target for which the attribute is to be changed, at least one of a text, a numerical value, a symbol, and an image included in the instruction information or a combination thereof can be assumed.
[0040]
Each of the screen examples shown in FIGS. 9, 10, and 11 shows that the screens change according to the situation where the number of waiting for incoming calls increases from the top. For example, on the presentation screen 900 displayed on the operator terminal 104, an instruction bar 901 indicating the ratio of the number of incoming calls 902 being handled to the total number of incoming calls 903, an expression image 904 symbolizing the customer's feelings according to this situation, and A corresponding instruction comment 905 is shown. As the number of incoming calls waiting for a response increases, the display of the instruction bar also changes, and the expression image 904 also becomes steeper to images 914 to 924. The response instruction comment 905 is also set to show a change such as “corresponding text!” Or “callback!”.
[0041]
Such a presentation form is the same as the presentation screen 1000 of the supervisor terminal 107. For example, the number of waiting for correspondence 1006, 1016, and 1026 for numerically displaying the number of incoming calls waiting for correspondence may be added to the configuration. For a manager who manages a plurality of call centers, as shown in FIG. 11, the instruction bar 1101 is composed of a total instruction bar 1102 integrating a plurality of call centers and instruction bars 1103 to 1105 for each area. Will be done. As a result, the manager can quickly and clearly recognize the operating status of the call center in charge, and can issue an instruction to present instruction information corresponding to the status to the supervisor terminal 107.
[0042]
As described above, not only the instruction information according to the current state of the call center system 100 is issued to the corresponding operator terminal 104, the supervisor terminal 107, the PBX 101, and the PBX management system 102, but also, for example, the call center system stored in the statistical information database 15. By referring to the operation information of the PBX 100, the PBX 101, or the PBX management system 102, it is also possible to predict the load of the call center system 100 according to attributes such as time, day of the week, month, day, and season. It is also possible to generate an instruction in advance to achieve the target value based on this prediction and notify the corresponding operator terminal 104, supervisor terminal 107, PBX 101, or PBX management system 102.
[0043]
According to the embodiment of the present invention, the following effects can be obtained.
Not only does each operator automatically provide the supervisor with the current call status and its history information, such as how much time each call takes and the total number of calls, but also the service contents that the call center must achieve and maintain It is possible to provide an analysis of the current situation in comparison with the above. In addition, since it is possible to automatically process instructions and advice to be given to an operator or the like in accordance with the present situation analysis, even in a situation where the scale of a call center becomes large in terms of the number of operators and facilities. The burden on the supervisor can be reduced. In addition, since the computer provides the information and executes instructions and advice to an operator or the like, the content and quality of the information are constant even if the supervisor is changed or replaced. That is, it is possible to efficiently operate the call center while maintaining a certain quality.
[0044]
As described above, the embodiment of the present invention has been specifically described based on the embodiment. However, the present invention is not limited to this, and can be variously changed without departing from the gist of the invention.
[0045]
【The invention's effect】
According to the present invention, it is possible to provide a supervisor business support method that achieves good management efficiency in a call center.
[Brief description of the drawings]
FIG. 1 is a diagram showing an outline of a call center system including a call center management system in an embodiment.
FIG. 2 is a functional block diagram corresponding to the call center system of FIG.
FIG. 3 is a diagram showing an operation content of the entire call center system of the embodiment.
FIG. 4 is a diagram showing processing contents of a call center management system in the embodiment.
FIG. 5 is a flowchart showing a processing flow of a call center system including the call center management system of the embodiment.
FIG. 6 is a diagram illustrating an example of a data structure of call processing information in the present embodiment.
FIG. 7 is a diagram illustrating an example of a data structure of an exchange information database according to the embodiment.
FIG. 8 is a diagram illustrating an example of a specified target table in the present embodiment.
FIG. 9 is a diagram illustrating an example of a screen for presenting instruction information for an operator according to the present embodiment.
FIG. 10 is a diagram showing an example of a screen for presenting instruction information for supervisors according to the embodiment.
FIG. 11 is a view showing an example of a screen for presenting instruction information for managers in the embodiment.
[Explanation of symbols]
10. Call center management system, computer, control information management system
11 Setting management system
12 Database management system
13 Database
15 statistical information database
100 call center system
101 PBX, line controller
102 PBX management system, line control management system
103 Exchange information database, history database
104 Operator terminal, corresponding terminal
105 Telephone (of operator terminal)
106 Computer (of operator terminal)
107 Supervisor terminal
108 Setting management tool
109 Automatic response system
110 transfer system
200 Communication line, public line network

Claims (8)

A line controller that performs line control in response to incoming calls and performs call switching to an appropriate corresponding terminal, a device management system that manages the operation of this line controller, and a history database that stores the operation history of the line controller. A method for supporting a supervisor operation by a computer in a call center system comprising:
The computer acquires operation history information stored in the history database at an appropriate timing,
Calculating the current response status to incoming calls based on the acquired operation history information;
Comparing the calculated current response status with a target value preset for the response status to incoming calls;
When it is determined that the current response status is lower than the target value by the comparison, extracting from the message table instruction information indicating that the interval corresponding to the incoming call should be reduced, and notifying the corresponding terminal of the information,
When it is determined that the current response status exceeds the target value by the comparison, extracting from the message table instruction information indicating that the interval corresponding to the incoming call should be extended, and notifying the corresponding terminal of the instruction information,
A supervisor business support method, comprising: The step of calculating the current response status includes:
From the incoming call ID included in the operation history information acquired from the history database and the power receiving time data, extracting a currently incoming incoming call ID and calculating a current incoming call number;
Comparing the call status information of the corresponding terminal for each incoming call ID included in the operation history information with the incoming incoming call ID, and calculating the number of incoming incoming calls that are currently being handled,
Calculating the ratio of the number of incoming calls during the response or the number of incoming calls during the response itself as the current response status,
2. The method according to claim 1, further comprising the step of: In the step of notifying the instruction information to the corresponding terminal, the content of the instruction information extracted from the message table is changed in accordance with the degree of the difference between the current response status and the target value, and the corresponding information is notified to the corresponding terminal. The method according to claim 1, wherein 2. The supervisor job support method according to claim 1, wherein the instruction information is at least one of a text, a numerical value, a symbol, and an image, or a combination thereof, the attribute of which is changed according to the instruction content. If it is determined by the comparison that the current response status is lower than the target value, the device management system or the line control device is instructed to shorten the interval according to the incoming call, or instruction information or a parameter of an algorithm for performing line control. Sending change information;
If it is determined by the comparison that the current response status is higher than the target value, the device management system or the line control device informs the command information or the parameter of the algorithm for performing line control that the interval according to the incoming call should be extended. Sending change information;
The supervisory work support method according to claim 1, further comprising: A line controller that performs line control in response to incoming calls and performs call switching to an appropriate corresponding terminal, a device management system that manages the operation of this line controller, and a history database that stores the operation history of the line controller. A supervisory support system for a call center system comprising:
Means for the computer to acquire the operation history information stored in the history database at appropriate timing,
Means for calculating the current response status to incoming calls based on the acquired operation history information;
Means for comparing the calculated current response status with a target value preset for the response status to incoming calls,
When it is determined that the current response status is less than the target value by the comparison, the instruction information indicating that the interval corresponding to the incoming call should be shortened is extracted from the message table, and means for notifying the corresponding terminal of the information,
When it is determined that the current response status exceeds the target value by the comparison, an instruction information indicating that the interval corresponding to the incoming call should be extended is extracted from the message table, and a means for notifying the corresponding terminal of the information,
A supervisor business support system characterized by including: A line controller that performs line control in response to incoming calls and performs call switching to an appropriate corresponding terminal, a device management system that manages the operation of this line controller, and a history database that stores the operation history of the line controller. A program for causing a computer to execute a supervisory business support method in a call center system comprising:
The computer acquires operation history information stored in the history database at an appropriate timing,
Calculating the current response status to incoming calls based on the acquired operation history information;
Comparing the calculated current response status with a target value preset for the response status to incoming calls;
When it is determined that the current response status is lower than the target value by the comparison, extracting from the message table instruction information indicating that the interval corresponding to the incoming call should be reduced, and notifying the corresponding terminal of the information,
When it is determined that the current response status exceeds the target value by the comparison, extracting from the message table instruction information indicating that the interval corresponding to the incoming call should be extended, and notifying the corresponding terminal of the instruction information,
A supervisor business support program characterized by including: A computer-readable recording medium on which the supervisor business support program according to claim 7 is recorded.

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