JP2007228271A - Operating state monitoring system for call center - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an operating state monitoring system for a call center capable of corresponding to the secular change and trend of an operating state by easily and visually grasping the operating state of a call center with the lapse of time. <P>SOLUTION: A database storage device 110 of a management computer 100 constituting the operating state monitoring system for the call center collects communication state data (incoming call, call out, busy, discard, etc.) from customers. The management computer 100 prepares an index showing the operating state of the call center every 15 minutes on the basis of the collected communication state data. The management computer 100 presents the index on a display device 130 in a trend chart format showing the index in every different prescribed time classification with the elapse of time. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to a call center operating status monitoring system.

2. Description of the Related Art Conventionally, a telephone exchange system automatically counts the number of incoming calls, the number of response calls, etc., which indicate the operating status of a call center, and stores them in a file server at regular time intervals.
In order to analyze the operation status of the call center, the user creates a manual or automatic program and charges the data to the file server of the telephone exchange system via the web or directly receives the data from the server. The data is aggregated after the data is transferred to each PC (personal computer) according to the method of acquisition. The total results are distributed to the parties by e-mail either manually or automatically at intervals at which the telephone exchange stores data in the file server (hereinafter referred to as conventional technology).

Patent Document 1 discloses a conveyance status presentation system and method, a program, and an information storage medium. Patent Document 2 discloses a congestion status disclosure system that automatically measures the congestion status of each customer window such as a call center and discloses it to customers via a network. Patent Document 3 discloses a method of performing statistical aggregation of information indicating the operation status of a call center related to outbound work and inbound work.
JP-A-2005-206328 JP 2002-368897 A Japanese Patent Laid-Open No. 2002-232565

  In the prior art, only the latest tabulated results are delivered in text format, so the time-dependent changes and trends such as the number of incoming calls and the number of answering calls cannot be read, resulting in an unexpected number of incoming calls. There was a problem that it was difficult to take quick response such as operator staffing to cope with it.

  Note that Patent Document 1 is a system that presents a transport load status, and is neither disclosed nor suggested to indicate the operating status of a call center. Further, Patent Document 2 makes a call from a test terminal to each reception window terminal at a predetermined time interval, detects whether or not an incoming call is possible based on a response from the reception window terminal, and displays the detection result. Based on this, it is disclosed to grasp the congestion situation. However, Patent Document 2 is a technology that presents only the congestion status to the customer, and with this configuration, it is not configured to be able to grasp the operation status of the call center over time. Is not something that can be achieved. Patent Document 3 does not disclose presenting the operating status of a call center with the passage of time.

  An object of the present invention is to provide a call center operating status monitoring system that can easily and visually grasp the operating status of a call center as time passes, and as a result, can respond to changes and trends in operating status over time. .

  In order to solve the above problems, the present invention provides a first collection means for collecting communication state data from a customer to a call center, and an index indicating an operation status of the call center for each predetermined time segment based on the collected communication state data. And a first presenting means for presenting the indicator with the passage of time in at least one of a table format and a trend chart format indicating the index by the predetermined time segment. The summary of the call center operating status monitoring system.

  In this way, the operating status of the call center can be easily grasped visually and over time, and as a result, it is possible to cope with changes and trends in the operating status over time. In other words, since an index indicating the operation status of the call center is presented as time passes, it is possible to respond quickly. For example, it is possible to quickly confirm unexpected indicator changes and trends, and to respond quickly by changing the work shift of the operator.

  In this case, the index includes at least one of the number of incoming calls of communication from the customer to the call center, the number of response calls of the communication, the response rate, the cumulative number of incoming calls, the cumulative number of response calls, and the cumulative response rate. Is preferred.

  In this case, since at least one of the number of incoming calls in the call center, the number of calls answered in the communication, the response rate, the cumulative number of incoming calls, the cumulative number of incoming calls, and the cumulative response rate is presented, personnel management of the call center operator Can be performed according to changes and trends in the number of incoming calls and the like over time.

  Further, in this case, the indicator is at least two of the number of incoming calls of communication from the customer to the call center, the number of response calls of the communication, the response rate, the cumulative number of incoming calls, the cumulative response call count, and the cumulative response rate. In addition, it is preferable that the first presenting unit presents each index.

  In this way, since two or more indicators are presented for each indicator, the personnel management of the call center operator can be performed in accordance with the changes and trends based on the presented at least two indicators.

  Also, in this case, there are a plurality of call centers, the first collection means collects communication state data relating to communication to each call center, and the first creation means includes an indicator for each call center and all the call centers. It is preferable to create at least one of the comprehensive indexes obtained by combining the indexes.

In this way, when managing operators of a plurality of call centers, the management of each call center or all the call centers can be performed according to the change or tendency of the index.
Also, in this case, a work status input means for inputting the work status of the operator belonging to the call center, a second collection means for collecting the operator work status data input by the work status input means, and the collected work status It is preferable to include a second presenting unit that presents data with the passage of time in at least one of a table format and a graph format indicating data by the predetermined time segment.

  In this way, since the operator's work status is presented over time, the administrator can recognize the operator's work status as if he / she sees the operation status of the device, and the operator can be used effectively, and there is no darkness. It is possible to prevent an increase in cost due to an increase in the number of operators.

  In this case, it is preferable that there are a plurality of call centers, and the second collection means collects operator work state data input by the work state input means of each call center.

In this way, when managing operators of a plurality of call centers, all call centers can be managed according to changes and trends with the passage of time of the work state data.
In this case, the work state data includes a response time per call of the operator, and includes a histogram creation means for creating a histogram of the response time per call and a third presentation means for presenting the histogram. It is preferable.

  In this way, the administrator can easily recognize the response time per call of the operator, so the number of calls with a response time longer than the expected response time can be grasped. By shortening the response time, the response time can be shortened. As a result, an increase in the number of answering calls and an improvement in the response rate are expected.

  Also, in this case, based on the work status data of all operators belonging to the call center, the total work time for each predetermined time section is calculated in human time, and the calculated total work time is set to 100%, so that all operators It is preferable that first calculation means for calculating the work state ratio is provided, and the second presentation means presents the work state ratio for each predetermined time section based on the calculation result of the first calculation means.

In this way, the administrator can grasp the work state ratio for each predetermined time section.
Further, in this case, the apparatus includes second calculation means for calculating the total work time for each predetermined time section based on the work status data of all operators belonging to the call center, and the second presentation means includes the second presentation means. It is preferable to present a breakdown of the work status for each predetermined time segment based on the calculation result of the calculation means and the work status data of all the operators.

In this way, the administrator can grasp the work status for each predetermined time segment in units of human time.
In this case, the work status data includes a short call whose response time per call of the operator is shorter than a threshold value, and the second collecting means distinguishes the short call from a response time equal to or greater than the threshold value. It is preferable to collect separately.

In this way, since the response time of the short call is shorter than the threshold, the administrator can manage the short call.
In this case, the work status data includes a response time per call of the operator, and based on the work status data, the maximum value, the minimum value, the mode value, and the average of the response time for each predetermined time segment Generation means for generating at least one of a value and a percentile, wherein the second presentation means presents the data in at least one of a table format and a graph format shown by the predetermined time segment. preferable.

  In this way, at least one of the maximum value, minimum value, mode value, average value, and percentile of the operator response time can be recognized, and as a result, the tendency of the operator response time can be known.

  In this case, it is preferable that the first presenting means displays the index on the Web browser in at least one of a table format and a trend chart format indicating the index by the predetermined time segment.

  In this way, the index can be easily visually recognized on the Web browser. Conventionally, when constructing such a system, a dedicated application has been developed, and its development cost is very high (several hundreds to tens of millions of yen). On the other hand, in this system, you can create a website with a text editor, from data acquisition, processing, and graph drawing, using table creation software such as Excel (Micro Software), which is widely used in offices. Development costs can be reduced to about 1/10 to 1/100 of the conventional cost.

  In this case, it is preferable that the second presenting means displays the collected work status data on the web browser in at least one of a table format and a graph format showing each predetermined time section. .

  If it carries out like this, when constructing | assembling a system similarly to Claim 12, reduction of development cost can be aimed at.

Hereinafter, embodiments embodying the present invention will be described with reference to FIGS.
FIG. 1 is a schematic configuration diagram of a call center system provided in a call center. In this embodiment, call centers are provided at a plurality of locations, and call center systems C1 to C3 are provided corresponding to the respective call centers. Since each call center system has the same configuration, each call center system C1 will be described, and description of other call center systems will be omitted.

  In the call center system C1, a PBX (Private Branch exchange) device 20, a server 40, and a database storage device 50 are connected via a LAN. Further, as terminals used by a plurality of operators, a plurality of terminals 61, 62, 63... Composed of personal computers are connected to the server 40 via the LAN 70. The PBX device 20 is connected to customer telephones 91, 92, etc. via a public telephone line network 80. Operator telephones 71, 72, 73... Are connected to the PBX device 20. In addition, a log-in button B1, a hold button B2, and a preparing button B3 are provided on the operation units (not shown) of the telephones 71, 72, 73,.

  The server 40 is a server having a CTI (Computer Telephony Integration) function. The server 40 handles incoming calls to the call center and outgoing calls from the call center to customers. Specifically, the server 40 has an ACD (Automatic Call Distribution), IVR (Interactive Voice Response) function, and the like, and controls the PBX device 20.

  Here, the ACD is a function for automatically allocating calls received in the call center to operators, and the ACD in the server 40 assigns operators corresponding to calls from customers. The ACD that has selected the corresponding operator instructs the PBX device 20 to connect the telephone from the customer to the operator.

  The ACD determines whether or not the call center accepts calls from a large number of customers and all operators in the call center are answering the customers, that is, whether or not the call center is busy. To do. At this time, the ACD counts the number of incoming calls (the number of busy calls) from the customer when busy, and in this state, the assignment from the ACD to the operator is stopped. Then, the number of busy calls generated within a predetermined time, that is, the number of busy calls for each predetermined time segment is transmitted to the server 40. In the present embodiment, the predetermined time segment is 15 minutes, but is not limited to this value, and may be shorter or longer than this value. The server 40 stores the number of busy calls in the predetermined time section in the busy call count table 240 (that is, busy call count storage area) provided for each business day of the database storage device 50 (see FIG. 7). .

When the customer's telephone is disconnected in the busy state, the PBX device 20 counts the number of abandoned calls, which is the number of abandoned telephones generated within the predetermined time, to the server 40. ing. Then, the number of calls abandoned within the predetermined time (the number of abandoned calls), that is, the number of abandoned calls for each predetermined time segment is transmitted to the server 40. The server 40 stores the number of busy calls in the predetermined time section in the abandoned call count table 250 (that is, the abandoned call count area) provided for each business day of the database storage device 50 (see FIG. 8).
The IVR is a function that guides the customer in response to an appropriate call. In addition to the busy call count table 240 and the abandoned call count table 250, the database storage device 50 includes an incoming call database 200, a call database 210, an operator database 220, a product information database 230, a correspondence record database 235, a work history database 260, and the like. Is stored (see FIGS. 3 to 6 and 10). For convenience of explanation, each database may be given a “branch” to distinguish it from various databases stored in the database storage device 110 handled by the management computer 100.

  As shown in FIG. 3, the incoming call database 200 includes a business day, an incoming call ID (incoming call identification code), a communication type into which identification data of IVR or Navi Dial (registered trademark of Nippon Telegraph and Telephone Corporation) is written, a call start time, It consists of a column for writing a call end time, a product name, the number of holding times, a first to n-th holding time, an inquiry content, and a corresponding content writing column. The incoming call database is created by giving an incoming call ID by the server 40 every time an incoming call is received.

  As shown in FIG. 4, the call database 210 includes a business day, a call ID, a call start time, a call end time, a product name, the number of hold times, a column for writing the first to n-th hold times, inquiry contents, It consists of a field for writing the corresponding contents. The call database 210 is created with a call ID assigned by the server 40 each time a call is made.

  As shown in FIG. 5, the operator database 220 includes an operator ID, a name of each operator, a terminal No. identifying a terminal used by each operator. And a telephone number for identifying the telephone. And there is a determination flag writing field for determining whether or not each operator is on standby.

As shown in FIG. 6A, the product information database 230 is configured by associating product codes with product names.
As shown in FIG. 6B, the correspondence record database 235 stores the inquiry contents for each incoming call ID and the correspondence contents for the inquiry contents in association with each product code.

  As shown in FIG. 10, the work history database 260 is created by recording the work (event) performed by the operator on the business day and the work time (start time and end time) for each work in the order in which the events occurred. It is a database. The work history database 260 is a data group created every business day for each operator.

  For example, when the ready button B3 of each telephone 71 or the like is turned on, an on signal from the ready button B3 is input to the server 40 via the PBX device 20, and the start time when the button is turned on is The server 40 refers to a timer (not shown) and records it in the work history database. When the preparation button B3 is turned off, an off signal is input to the server 40, and the time when the off signal is turned off is referred to as an end time by the server 40 with reference to a timer (not shown) in the work history database. To be recorded.

  “Preparing” means that the operator is working, not just waiting, but preparing for work. In such a case, the preparing button B3 is operated by the operator.

  In FIG. 10, the event “standby” is started by the server 40 when none of the login button B1, hold button B2, and preparing button B3 of the operator's telephone is turned on. The time is recorded. As for the “response” of the event, the server 40 records the start time when the login button B1 is turned on, and the end time when the login button B1 is turned off. The event “hold” has the same start time as when the hold button B2 is turned on, and the end time when the other button such as the login button B1 is turned on. Recorded by the server 40. The end time of the previous event when the event changes is the same time as the start time of the next new event.

  When an incoming call is received by the customer's telephone 91, 92, etc. using the navigation dial, the PBX device 20 generates navigation dial identification data and sends it to the server 40. The server 40 accepts the identification data of the received navigation dial, and also assigns an incoming call ID for each incoming navigation dial and stores it in the incoming call database of the database storage device 50 in association with the navigation dial identification data. .

  In addition, when an incoming call from a customer uses an IVR, the server 40 gives identification data of the IVR, assigns an incoming call ID for each incoming call, and associates it with the identification data of the navigation dial. Stored in the incoming call database 200 (branch incoming call database) of the storage device 50.

  The LAN 70 of each of the call center systems C1 to C3 is connected to a WAN (Wide Area Network) 88 via a connection device 85. Further, the management computer 100 is connected to the WAN 88 via the connection device 85. The installation location of the management computer 100 may be any one call center or may be an installation location independent of the call center.

  FIG. 2 is a block diagram of the management computer 100. As shown in the figure, the management computer 100 is connected to a database storage device 110, a program storage device 120 for storing various programs, a display device 130, and an input operation device 140 such as a keyboard.

  The database storage device 110 stores an incoming call database 111, an outgoing call database 112, an operator database 113, a product information database 114, a work history database 115, a corresponding record database 116, and various aggregation databases 117. The database storage device 110 stores table data 118 and graph data 119.

  The incoming call database 111 is a database that combines the branch incoming call databases of the call center systems C1 to C3. The call database 112 is a database in which the branch call databases of the call center systems C1 to C3 are integrated. The operator database 113 is a database that combines the branch operator databases of the call center systems C1 to C3. The product information database 114 is a database in which the branch product information databases of the call center systems C1 to C3 are integrated.

The work history database 115 is a database that combines the work history databases 260 of the call center systems C1 to C3.
The correspondence record database 116 is a database that combines the correspondence record databases 235 of the call center systems C1 to C3. As shown in FIG. 9, the various aggregation database 117 is a database in which the busy call count table 240 and the abandoned call count table 250 of each call center system C1 to C3 are integrated.

  The databases 111 to 117 store the latest updated data in the recording area corresponding to the database storage device 50 of each call center system C1 to C3 by the server 40 of each call center system C1 to C3. Updated each time it is transferred). This transfer is performed in response to a “data update request” transmitted from the management computer 100.

  For example, the incoming call database 111 has a recording area corresponding to the database storage device 50 of each call center system C1 to C3, and the latest data of the incoming call database 200 is transferred from time to time by the server 40 of each call center system C1 to C3. And updated to be the same as the incoming call database 200.

  The call database 112 is executed by the management computer 100 executing the data update program 124 so that the latest data of the call database 210 of each call center system C1 to C3 is transferred and becomes the same as the call database 210. Updated. The operator database 113 is updated when the management computer 100 executes the data update program 124 so that the latest data in the operator database 220 of each of the call center systems C1 to C3 is transferred and becomes the same as the operator database 220. .

  As for the merchandise information database 114, the management computer 100 executes the data update program 124 so that the latest data of the merchandise information database 230 of each of the call center systems C1 to C3 is transferred and becomes the same as the merchandise information database 230. Updated. Further, the work history database 115 is transferred to the management computer 100 so that the latest data of the work history database 260 of each call center system C1 to C3 is transferred and becomes the same as the work history database 260 of each call center system C1 to C3. It is updated by executing the update program 124.

  The correspondence record database 116 allows the management computer 100 to update the data update program so that the latest data of the correspondence record database 235 of each call center system C1 to C3 is transferred and becomes the same as the correspondence record database 235 of each call center system C1 to C3. It is updated by executing 124. In addition, the various aggregation databases 117 are updated so that the latest data of the various aggregation databases of the call center systems C1 to C3 is transferred to be the same as the various aggregation databases of the call center systems C1 to C3.

  The program storage device 120 stores various programs such as a statistical value calculation program 121, a graph creation program 122, a table creation program 123, a data update program 124, and a Web browser. When the statistical value calculation program 121 is executed by the management computer 100, various statistical values are calculated based on various data in the database stored in the database storage device 110.

  When the table creation program 123 is executed by the management computer 100, the table creation is performed based on various database data stored in the database storage device 110 and various statistical values calculated according to the statistical value calculation program 121. . The created various tables are stored as table data 118 in the database storage device 110. When the graph creation program 122 is executed by the management computer 100, various graphs and tables are displayed based on various database data stored in the database storage device 110 and various statistical values calculated according to the statistical value calculation program 121. Created. The created various graphs or tables are stored as graph data 119 in the database storage device 110. For the data obtained by the graph creation program and the table creation program 123, the management computer 100 starts a web browser and displays various tables and graphs on the display device 130 on the web browser. The graph creation program 122 and the table creation program 123 can use, for example, Excel (registered trademark) of Microsoft Corporation.

  The management computer 100 executes the data update program 124 to make a “data update request” to each of the call center systems C1 to C3 every predetermined time (15 minutes in the present embodiment).

  The call center operating status monitoring system according to the present embodiment includes call center systems C1 to C3, a management computer 100, a database storage device 110, a program storage device 120, a display device 130, and an input operation device 140. In this case, the database storage device 110 corresponds to the first collection unit. Further, the management computer 100 corresponds to the first creation means. Further, the display device 130 corresponds to first presentation means. The ready button B3, the login button B1, and the hold button B2 provided on the telephones 71 and the like of the call center systems C1 to C3 correspond to work state input means.

(Function)
Now, the operation of the call center monitoring system configured as described above will be described. Here, creation and update of data in various databases when a call is received from a customer will be described.

  FIG. 11 is a flowchart showing an example of processing when a call is received from a customer at a call center. In the following description, for convenience of explanation, it is assumed that a call is made from a customer to the call center system C1, the terminal of an operator responding to the customer is a terminal having a reference numeral 61, and the telephone is a telephone having a reference numeral 71.

  When a call is made from the customer to the call center via the public telephone line network 80 (see S1 in FIG. 11), a message to that effect is transmitted from the PBX device 20 to the server 40 (P1). Then, it is determined by the ACD of the server 40 whether or not it is busy (S2). If it is not busy, the server 40 assigns the operator corresponding to the telephone call from the customer to the operator database (branch operator database) of the database storage device 50. Choose from. It should be noted that a determination flag for determining whether or not the operator database 220 is waiting can be written in the operator database 220, and the server 40 performs other than calling (external line outgoing call) during response with the customer, preparation, and outgoing call. A flag is set in the determination flag writing field. For this reason, an operator whose determination flag is set in the determination flag writing congestion column is a candidate for selection.

  The ACD that has selected the corresponding operator instructs the PBX device 20 to connect the telephone from the customer to the operator (see P2-1 in FIG. 11), and also to the operator's terminal 61. The fact that there is an incoming call is output (P2-2). In response to this incoming call, the terminal 61 displays a customer response screen on a display device (not shown) provided in the terminal 61.

  As a result, the PBX device 20 connects the incoming call representing the customer's call request to the selected operator's telephone 71 via the public telephone network 80 (see S3 and P3 in FIG. 11). The operator's terminal 61 starts accessing the server 40 (P4).

  On the other hand, the server 40 numbers the incoming call ID of the customer who has received this time (S4), and reads the operator ID of the operator selected by the ACD from the operator database 220. Further, when the incoming call uses IVR, the server 40 assigns the IVR identification data in association with the incoming call ID, and when using the navigation dial, the server 40 uses the navigation dial identification data. It is given in association with the incoming call ID. The server 40 outputs the received call ID, the identification data of the IVR or the navigation dial, and the operator ID to the terminal 61 (S5), and causes the terminal 61 to acquire them (P5). At the same time, the server 40 stores the business day, incoming call ID, communication type (IVR or navigation dial identification data), and operator ID in the corresponding columns of the incoming call database 200.

  On the other hand, when the operator turns on the login button B1 of the telephone 71 (S6), a login on signal is output from the telephone 71 to the server 40 via the PBX device 20 (P6, P7). The server 40 acquires the call start time from a timer (not shown) by this login on signal, and stores the call start time in the corresponding column of the incoming call database 200 (S7). Further, the server 40 records the end time in the “standby” end time column in the operator's work history database 260 of the telephone 71, and newly records “response” in the next column after “standby”. The numbered incoming call ID is recorded in the incoming call ID column, and the start time is recorded in the “response” start time column.

  The operator confirms to which product the customer's consultation content relates to the call with the customer, inputs the product name from the terminal 61, and transmits it to the server 40 (see S8 and P8 in FIG. 11). ). The server 40 searches the product information database 230 based on the product name and sends the product code to the terminal 61 (see P9 in FIG. 11). The terminal 61 inputs the product code and stores it in the work storage area of the database storage device 50 (see S9 in FIG. 11). Further, the server 40 stores the product code in the corresponding column of the incoming call database 200.

  When the operator turns on the hold button B2 (S10), a hold-on signal is output to the server 40 via the PBX device 20 (see P10 and P11). In response to the hold-on signal, the server 40 acquires the current time from a timer (not shown) and writes the time as the “end time” in the “response” end column of the work history database 260 shown in FIG. In addition, the server 40 newly writes “hold” in the column next to the “response” of the event, the incoming call ID in the incoming call ID column, and the time in the “hold” start time column. (S11).

  Next, when the operator turns off the hold button B2 (S12), a hold-off signal is output to the server 40 via the PBX device 20 (see P12 and P13). In response to the hold-off signal, the server 40 obtains the current time from a timer (not shown) and writes the time as “end time” in the “hold” end column of the event of the work history database 260 shown in FIG. To do. Further, the server 40 writes a new “response” in the field next to the “hold” of the event, the incoming call ID in the incoming call ID column, and the time in the start time column of the newly written “response”. Is recorded as the start time (S13). In addition, the server 40 increments the number of times of hold in the hold number field of the incoming call database 200, and in the first hold time field, the start time and end time corresponding to the event "hold" of the work history database 260 And the calculation result is written as the first hold time.

  In FIG. 11, although not shown, each time the hold button is turned on / off, the event is similarly recorded in the work history database 260 and the incoming call database 200 is the second time. For the third time, the Nth hold time is calculated and recorded, and the hold count is incremented each time.

  The operator transmits the “inquiry content” and “response content” of the customer to the server 40 via the terminal 61 (see S14 and P14 in FIG. 11). Then, the server 40 stores the “inquiry content” and “correspondence content” in the corresponding column of the incoming call database 200 in the corresponding record database 235 in accordance with the product code obtained by the call with the customer this time. The call ID, “inquiry content”, and “corresponding content” are stored in association with each other.

  Thereafter, when the operator turns off the login button B1 (S15), a login off signal is output from the telephone 71 to the server 40 via the PBX device 20 (P16, P17). The server 40 acquires the call end time from a timer (not shown) by this login off signal, and stores the call end time in the corresponding column of the incoming call database 200 and the “response” end time column of the work history database 260 ( S16).

  Thereafter, when there is a “data update request” (P 17) from the management computer 100, the server 40 stores the various databases (incoming call database 200, work history database 260, correspondence record database 235) created for this customer. And transmitted to the management computer 100 (S17, P18). The management computer 100 updates various databases (incoming call database 111, work history database 115, correspondence record database 116) relating to the corresponding call center system C1 based on the various databases input.

Next, creation and update of data in various databases when a call is made from an operator will be described.
FIG. 12 is a flowchart of an example when a call is made from an operator to a customer. In the following description, for convenience of explanation, it is assumed that the operator of the call center system C1 makes a call to the customer, the terminal of the operator who responds to the customer is the terminal having the reference numeral 61, and the telephone is the telephone having the reference numeral 71. And

  When the operator goes off-hook and the operator inputs the customer's telephone number (S21, P21), the PBX device 20 makes a call based on the telephone number and transmits that fact to the server 40 (P22).

  The server 40 outputs to the operator terminal 61 that a call has been made (P23). In response to the call, the terminal 61 displays a customer response screen on a display device (not shown) included in the terminal 61. The operator's terminal 61 starts accessing the server 40 (P24).

  On the other hand, the server 40 numbers the call ID that has been called this time (S23) and reads the operator ID of the operator from the operator database 220. The server 40 outputs the numbered call ID and operator ID to the terminal 61 (S24), and causes the terminal 61 to acquire them (P25).

At the same time, the server 40 stores the business day, the call ID, and the operator ID in the corresponding columns of the call database 210.
On the other hand, when the operator turns on the login button B1 of the telephone 71 (S25), a login on signal is output from the telephone 71 to the server 40 via the PBX device 20 (P26, P27). The server 40 acquires the call start time from a timer (not shown) by this login on signal, and stores the call start time in the corresponding column of the call database 210 (S26).

Thereafter, similar to the creation of the incoming call database 200, various data of the outgoing call database 210 are created, and the login button B1 is turned off.
The server 40 transmits various created databases (calling database 210, work history database 260, correspondence record database 235) to the management computer 100 regarding the customer who is called by the operator. The management computer 100 updates various databases (calling database 112, work history database 115, correspondence recording database 116) related to the corresponding call center system C1 based on the various databases input.

Next, the operation of the management computer 100 will be described.
The management computer 100 can set various graph display modes by operating the input operation device 140 of the administrator.

(1) First Work Time Breakdown Graph Presentation Mode When the first work time breakdown graph presentation mode is set by operating the input operation device 140, the management computer 100 executes the graph creation program 122 to Present work time breakdown graph by call center and call center.

  In other words, the management computer 100 responds, holds, makes a call (outside line outgoing call) for all call centers and each call center based on the latest updated data in the incoming call database 111, the outgoing call database 112, and the work history database 115. Under preparation and standby are calculated in “human time”. Then, the management computer 100 displays the calculation result as a bar graph on the Web browser on the display device 130 as shown in FIG. 13 together with the previous calculation result. This display is displayed in the form of a trend chart. Since data for the elapsed time is updated every 15 minutes, all the call centers and the response, hold, and call of each call center with the passage of time. (Outside line outgoing call), changes during and preparations, and changes in trends can be understood, and the next time segment can be predicted. The response refers to a response (during a call) to the incoming call.

  FIG. 13 shows an example illustrating the case of all call centers. The vertical axis is human time (Person-Hour), the horizontal axis is the time axis, and is divided every 15 minutes. Note that illustration of each call center is omitted. As described above, the management computer 100 presents a new work time breakdown graph every predetermined time.

(2) Second Work Time Breakdown Graph Presentation Mode When the second work time breakdown graph presentation mode is set by operating the input operation device 140, the management computer 100 executes the graph creation program 122 to Present work time breakdown graph by call center and call center.

  In other words, the management computer 100 responds, holds, makes a call (outside line outgoing call) for all call centers and each call center based on the latest updated data in the incoming call database 111, the outgoing call database 112, and the work history database 115. In preparation, the waiting is calculated as a percentage “%” of the total.

  Then, the management computer 100 displays a bar graph on the Web browser on the display device 130 as shown in FIG. 14 together with the previous calculation result. This display is updated every 15 minutes, so the data for the elapsed time is updated, so as time elapses, all call centers, each call center's response, hold, call (outside line outgoing call), in preparation, And the change and tendency of waiting can be understood, and the next time segment can be predicted.

  FIG. 14 shows an example illustrating the case of all call centers. The vertical axis is% and the horizontal axis is the time axis, which is divided every 15 minutes. Note that illustration of each call center is omitted. As described above, the management computer 100 presents a work time breakdown graph in a new trend chart format every predetermined time.

(3) Response call number transition graph presentation mode When the response call number transition graph presentation mode is set by the operation of the input operation device 140, the management computer 100 executes the graph creation program 122 to execute all call centers and call centers. Another answer call number transition graph is presented. The number of answered calls is the number of calls that the operator answers (calls) to the incoming call.

  That is, the management computer 100 aggregates the latest number of answering calls in a predetermined time segment and calculates the cumulative number of answering calls for all call centers and each call center based on the latest updated data in the incoming call database 111.

  Then, the management computer 100 displays the calculation result as a graph in a trend chart format on the Web browser on the display device 130 as shown in FIG. In this display, the number of calls answered is shown as a bar graph, and the number of calls answered as a line graph. The data for the elapsed time is updated every 15 minutes. In addition, it is possible to know the changes and trends in the number of calls answered at each call center and the cumulative number of calls answered, and to predict the next time segment.

  FIG. 15 shows an example of a case where all call centers are displayed. The vertical axis represents “number of answered calls” and “cumulative number of answered calls”, and the horizontal axis represents a time axis, which is divided every 15 minutes. Note that illustration of each call center is omitted. Thus, the management computer 100 presents a new response call number transition graph every predetermined time.

(4) 1st response rate transition graph presentation mode When the 1st response rate transition graph presentation mode is set by operation of input operation device 140, management computer 100 runs graph creation program 122, all Present call rate and response rate transition graphs by call center.

  That is, the management computer 100 determines the response rate for all call centers and each call center based on the latest updated data such as the incoming call database 111, the outgoing call database 112, the busy call count table 240, and the abandoned call count table 250. Calculate the cumulative response rate, the number of answering calls, the number of abandoned calls, the number of busy calls Then, the management computer 100 displays the calculation result as a graph on the Web browser on the display device 130 as shown in FIG. In this display, the response rate and the cumulative response rate are each shown by a line graph, and the number of calls answered is shown by a bar graph divided by call center. The management computer 100 also displays the number of busy calls and the number of abandoned calls in all call centers in the bar graph.

  Then, as shown in FIG. 16, since the data for the elapsed time is updated every 15 minutes, the change and tendency of all call centers, the response rate of each call center, and the cumulative response rate can be understood as time passes. In addition, the next time segment can be predicted.

  FIG. 16 shows an example in which a case where all call centers are displayed is illustrated in a trend chart format. The vertical axis is “response rate” and “number of calls”, and the horizontal axis is the time axis, which is divided every 15 minutes. Note that illustration of each call center is omitted. As described above, the management computer 100 presents a new response rate transition graph every predetermined time.

(5) Second response rate transition graph presentation mode When the second response rate transition graph presentation mode is set by the operation of the input operation device 140, the management computer 100 executes the graph creation program 122, Present call rate and response rate transition graphs by call center. The second response rate transition graph presentation mode differs from the first response rate transition graph presentation mode in that the time axis is divided by day and spans a single month or multiple months (two months or more). The response rate can be displayed.

  In this case, the management computer 100 uses the incoming call database 111, the busy call count table 240, the abandoned call count table 250, etc. for all call centers and each call center for a single month or multiple months (two months or more). The daily response rate, the number of response calls, the number of busy calls, and the number of abandoned calls are calculated and calculated. Here, in the present embodiment, the response rate is calculated by calculating the response rate for each communication type (IVR or navigation dial identification data) and the overall response rate, and the communication type (IVR or The number of answering calls and the number of busy calls are calculated.

  Then, the management computer 100 displays the calculation result as a graph on the Web browser on the display device 130 in a trend chart format as shown in FIG. In this display, each response rate is indicated by a line graph. The number of answering calls, the number of busy calls, and the number of abandoned calls are displayed in a breakdown by a bar graph. In FIG. 17, a1 is the number of IVR response calls, and a2 is the number of navigation dial response calls. Also, b1 is the number of IVR busy calls, and b2 is the number of Navi-dial busy calls. C is the number of abandoned calls.

  FIG. 17 shows an example illustrating the display at all call centers. The vertical axis is “response rate” and “number of calls”, and the horizontal axis is the time axis. Note that illustration of each call center is omitted. Thus, in this mode, the entire response rate over a long period of time for each predetermined period or the change in response rate depending on the type of communication at all call centers or each call center over a monthly period or a plurality of months. It is possible to grasp trends, changes in the number of answering calls, busy calls, and abandoned calls, and trends.

(6) Response time statistical value presentation mode When the response time statistical value presentation mode is set by the operation of the input operation device 140, the management computer 100 executes the statistical value calculation program 121, Calculate statistics on response time by call center. That is, the management computer 100, based on data in the incoming call database 111 and the like, for all call centers and for each call center, the number of response calls per day for a single month or multiple months (two months or more), the maximum value and the minimum value of the response time per day Mode, average, and percentile statistics. Thereafter, the management computer 100 executes the graph creation program 122 and presents statistical values. In the response time statistic value presentation mode, the time axis is divided for each day, and a response rate or the like is displayed over a single month or a plurality of months (two months or more). In the example of FIG. 18, an example of a single month is shown.

  As shown in FIG. 18, the management computer 100 displays the graph on the display device 130 in a trend chart format on a Web browser. In this display, the maximum value MAX, the minimum value MIN, the mode value MODE, the average value AV, and the statistical values of the 25th percentile PT1, the 50th percentile PT2, and the 75th percentile PT3 are calculated and displayed in a polygonal line.

  In addition, the management computer 100 displays the number of answered calls as a bar graph. FIG. 18 is a display example of all call centers. In FIG. 18, the vertical axis represents “number of calls” and “response time”, and the horizontal axis represents a time axis. Note that illustration of each call center is omitted. Thus, in this mode, the total number of calls answered and the change or trend of the statistical values over a long period of time for each predetermined period in all call centers or each call center over a month or a plurality of months. I can grasp.

(7) Call time frequency distribution presentation mode When the call time distribution presentation mode is set by the operation of the input operation device 140, the management computer 100 executes the statistical value calculation program 121 and responds to all call centers and call centers. Statistical values related to time (frequency and cumulative percentage of call time divided by unit) are calculated. That is, the management computer 100 calculates the statistical value of the frequency distribution of the call time for all call centers and for each call center in a period of time such as daily, weekly, or monthly based on data in the incoming call database 111 or the like. In the present embodiment, since the call time (that is, response time) is counted up to the second unit, for example, 0 to 1 minute, 1 to 2 minutes, and 2 to 3 minutes depending on the length of the call time. It is divided into. Thereafter, the management computer 100 executes the graph creation program 122 and presents statistical values. In the example of FIG. 19, an example of one day is shown. As shown in FIG. 19, the management computer 100 sets the number of calls as the vertical axis and the call time as the horizontal axis, and the frequency of the call time distribution is a bar graph. The cumulative percentage of the frequency is presented in a line graph. Note that illustration of each call center is omitted.

Thus, in this mode, since the administrator can grasp the call time distribution, the response time can be managed by dealing with cases that should be improved.
(8) Call time breakdown presentation mode When the call time breakdown presentation mode is set by the operation of the input operation device 140, the management computer 100 executes the statistical value calculation program 121, and responds to all call centers and call centers. Calculate the statistical value for. In this mode, the call time is counted within which call time zone among the call time zones divided by a predetermined range, for example, 0 to 0.3 min, 0.3 to 5 min. The obtained numerical value and the ratio of the numerical value to the whole are statistical values.

  Based on data in the incoming call database 111 and the like, the management computer 100 calculates the statistical values for all call centers and for each call center in a period of time such as daily, weekly, or monthly. In the example of FIG. 20, an example of one day is shown. As shown in FIG. 20, the management computer 100 shows the number of response calls belonging to each call and time zone and% as a pie chart. . Note that illustration of each call center is omitted.

  As described above, in this mode, the administrator can grasp the number and ratio of the call times that belong to the call time zone, so that the response time can be managed by dealing with cases that should be improved.

The characteristics of the operation status monitoring system configured as described above will be described.
(1) In this embodiment, the database storage device 110 of the management computer 100 collects communication state data (incoming call, outgoing call, busy, abandonment, etc.) from the customer to the call center as the first collection means. . Then, the management computer 100 creates an index indicating the operating status of the call center every 15 minutes (by predetermined time segment) based on the collected communication state data as the first creation means. Here, as an index, there are an incoming call number, a response call number of the communication, a response rate, a busy call number, and an abandoned call number as an index indicating the operation status. Then, the management computer 100 presents the indicator on the display device 130 with the passage of time in the form of a trend chart showing the predetermined time segments.

  As a result, the operating status of the call center can be easily grasped visually and over time, and as a result, it is possible to cope with changes and trends in the operating status over time. In other words, since an index indicating the operation status of the call center is presented as time passes, it is possible to respond quickly. For example, it is possible to quickly confirm unexpected indicator changes and trends, and to respond quickly by changing the work shift of the operator.

  (2) In the present embodiment, as an index, the number of incoming calls of communication from the customer to the call center, the number of call responses of the communication, the response rate, the cumulative response call count, and the cumulative response rate are presented in each presentation mode. I made it. As a result, it is possible to present the number of incoming calls in the call center, the number of response calls of the communication, the response rate, the cumulative response call count, and the cumulative response rate. It can be done according to changes and trends.

  (3) In the present embodiment, the index includes the number of incoming calls of communication from the customer to the call center, the number of response calls of the communication, the response rate, the cumulative number of incoming calls, the cumulative response call count, and the cumulative response rate. Including two or more, the first presentation means presents each index.

  As a result, since two or more indicators are presented for each indicator, the personnel management of the call center operator can be performed in accordance with the changes and trends based on the presented at least two indicators.

  (4) In this embodiment, there are a plurality of call centers, and the database storage device 110 (first collection means) collects communication state data related to communication to each call center. Then, the management computer 100 (first creating means) creates an index for each call center and an overall index that combines all the call center indices (that is, an index that combines the call center indices). As a result, when managing operators of a plurality of call centers, it is possible to perform management for each call center or for all call centers in accordance with changes and trends in indicators.

  (5) In the present embodiment, the login button B1, the hold button B2, and the preparing button B3 are used as the work state input means for inputting the work state of the operator belonging to the call center. The second collection means for collecting the operator work state data input by the work state input means is the database storage device 50 and the database storage device 110. In addition, the display device 130 is configured to present the collected work state data in at least one of a table format and a graph format showing the predetermined time divisions as time passes.

  As a result, the operator's work status is presented as time passes, so that the administrator can recognize the operator's work status as if he / she sees the operating status of the device, and the operator can be used effectively, and there is no darkness. It is possible to prevent an increase in cost due to an increase in the number of operators.

  (6) In the present embodiment, there are a plurality of call centers, and the database storage device 110 as the second collection means collects the work status data of the operators input by the work status input means of each call center. As a result, when managing operators of a plurality of call centers, all call centers can be managed according to changes and trends with the passage of time of the work state data.

  (7) In the present embodiment, the work status data includes the response time per call of the operator. The management computer 100 creates a histogram (frequency) of the response time per call as a histogram creation means. And the display apparatus 130 was made to show a histogram as a 3rd presentation means.

  As a result, the administrator can easily recognize the response time per call of the operator, so the number of calls with a response time longer than the expected response time can be grasped. By shortening the response time, the response time can be shortened. As a result, an increase in the number of answering calls and an improvement in the response rate are expected.

  (8) In this embodiment, the management computer 100 calculates, as the first calculation means, the total work time every 15 minutes (by predetermined time category) in human time based on the work state data of all operators belonging to the call center. The calculated total work time is set to 100%, and the work state ratio of all the operators is calculated. Further, the display device 130 is configured to present the work state ratio for each predetermined time section based on the calculation result as the second presenting means.

As a result, the administrator can grasp the work state ratio for each predetermined time segment.
(9) In the present embodiment, the management computer 100 calculates the total work time for each predetermined time section in human time based on the work state data of all operators belonging to the call center as the second calculation means. Then, the display device 130 presents a breakdown of the work status for each predetermined time segment based on the calculation result and the work status data of all the operators as the second presentation means. As a result, the manager can grasp the working state for each predetermined time segment in units of human time.

  (10) In the present embodiment, the work status data includes the response time per call of the operator. The management computer 100 generates the maximum value, the minimum value, the mode value, the average value, and the percentile of the response time for each predetermined time section based on the work state data as the generation means. Moreover, the display device 130 is configured to present the second presentation means in at least one of a table format and a graph format that are classified by predetermined time period.

  In this way, at least one of the maximum value, minimum value, mode value, average value, and percentile of the operator response time can be recognized, and as a result, the tendency of the operator response time can be known.

  (11) In the present embodiment, the display device 130 is configured to display on the Web browser in a trend chart format in which the index is displayed for each predetermined time segment as the first presentation unit. As a result, the index can be easily visually recognized on the Web browser. Conventionally, when constructing such a system, a dedicated application has been developed, and its development cost is very high (several hundreds to tens of millions of yen). On the other hand, this system can create a Web site with a text editor, from data acquisition, processing, and graph drawing with table creation software such as Excel (Microsoft), which is widely used in offices. However, the cost can be reduced to about 1/10 to 1/100 as compared with the prior art.

In addition, this invention is not limited to the said embodiment, You may change as follows.
In the above-described embodiment, the ACD and IVR functions are described as functions in the server 40, but the PBX device 20 may be configured to have functions therein. In this system configuration, the PBX device 20 and the server 40 are different configurations, but a device configuration in which the PBX device 20 and the server 40 are integrated may be used.

  In the above embodiment, the end time of each event is written in the work history database of FIG. 10, but the end time may be written only for the last event of the business day. In this case, the time of each event (each operation of the operator) can be obtained by calculating the difference between the start time of the next event and the start time of the event.

In the embodiment, the first to third presentation units are configured by the display device 130, but the first to third presentation units may be configured by a printing device such as a printer.
In the above-described embodiment, no explanation is given for one call with a short response time. However, when the response time for one call is shorter than a threshold (for example, within 30 seconds), a short as an index. You may make it classify | categorize as a call. In this case, if the management computer 100 determines that the call is a short call, the management computer 100 counts the number for each operator and stores (collects) the number in the database storage device 110 or displays it as a statistical value on the display device 130. May be. In this case, the database storage device 110 corresponds to a second collection unit. In this way, since the response time of the short call is shorter than the threshold, the administrator can manage the short call.

  In the above embodiment, as shown in FIGS. 13 to 18, the graph is displayed in the trend chart format, but the management computer 100 uses the display device 130 in the table format or is not illustrated. However, it may be presented by a printing apparatus such as a printer. Moreover, you may make it present in both the graph of a trend chart format, and a table | surface form.

In the above embodiment, the number of abandoned calls is used as an index, but the abandoned call rate may be calculated and presented as an index.
In the above embodiment, the number of incoming calls is displayed, but the cumulative number of incoming calls may also be displayed.

  In the embodiment, the management computer 100 generates all of the maximum value, minimum value, mode value, average value, and percentile of the response time for each predetermined time segment, but any one or two There may be more than one.

  In the above embodiment, the predetermined time segment is 15 minutes, but is not limited to this value. It may be daily, weekly, monthly, seasonal, multi-monthly, semi-annual, or yearly. In this way, it is also possible to grasp the daily trend and the trend of weekly, monthly, seasonal, multi-monthly, semi-annual, and yearly. However, more preferably, the predetermined time segment is a minute unit of less than 1 hour, 10 minutes, 20 minutes, 30 minutes, or the like.

  The number of incoming calls, which is an index, the number of response calls of the communication, the response rate, the cumulative number of incoming calls, the cumulative response call count, and the cumulative response rate may be at least one.

1 is a schematic configuration diagram of a call center system. 1 is a block diagram of a management computer 100. FIG. Explanatory drawing of the structure of the incoming call database 200. FIG. Explanatory drawing of the structure of the calling database 210. FIG. Explanatory drawing of the structure of the operator database 220. FIG. (A) is explanatory drawing of the structure of the merchandise information database 230, (b) is explanatory drawing of the structure of a corresponding | compatible record database. Explanatory drawing of the structure of the busy call count total table 240. FIG. Explanatory drawing of the structure of the abandoned call count table 250. FIG. Explanatory drawing of the structure of the database for totalization. Explanatory drawing of the structure of a work history database. The flowchart of the process at the time of an incoming call. The flowchart of the process at the time of calling. A graph in the form of a trend chart showing the breakdown of work time. A graph in the form of a trend chart showing the breakdown of work time as a percentage. A graph in the form of a trend chart showing the number of calls answered and the cumulative number of calls answered. A graph in the form of a trend chart showing the response rate and the number of calls answered. The graph of the trend chart format which shows the response rate classified by the communication type and the number of response calls. Graph in trend chart format showing response time statistics. Histogram of call time. Pie chart showing call time breakdown.

Explanation of symbols

50 ... Database storage device (second collecting means),
100 ... management computer (first creation means, histogram creation means, first calculation means, second calculation means, generation means), 110 ... database storage device (first collection means, second collection means), 130 ... display device ( First presentation means, second presentation means, third presentation means), C1 to C3 ... call center system, B1 ... login button (working state input means), B2 ... hold button (working state input means), B3 ... button in preparation (Work status input means

Claims (13)

First collecting means for collecting communication state data from the customer to the call center;
First creation means for creating an index indicating the operating status of a call center for each predetermined time segment based on the collected communication state data;
A call center operating status monitoring system, comprising: a first presentation unit that presents the indicator as time elapses in at least one of a table format and a trend chart format indicating each of the predetermined time segments.   The indicator includes at least one of the number of incoming calls of communication from the customer to the call center, the number of response calls of the communication, the response rate, the cumulative number of incoming calls, the cumulative number of responding calls, and the cumulative response rate. The call center operating status monitoring system according to claim 1. The indicator includes at least two of the number of incoming calls of communication from the customer to the call center, the number of response calls of the communication, the response rate, the cumulative number of incoming calls, the cumulative number of response calls, and the cumulative response rate,
The call center operating status monitoring system according to claim 1, wherein the first presenting unit presents each index. There are a plurality of call centers,
The first collection means collects communication state data related to communication to each call center,
The said 1st preparation means produces at least any one of the parameter | index for every call center, and the comprehensive parameter | index which synthesize | combined the parameter | index of all the call centers, The any one of Claim 1 thru | or 3 characterized by the above-mentioned. Call center operating status monitoring system as described in the section. A work status input means for inputting the work status of an operator belonging to the call center;
Second collecting means for collecting operator work state data input by the work state input means;
2. The second presenting means for presenting the collected work status data with the passage of time in at least one of a table format and a graph format showing each predetermined time section. The operation status monitoring system for a call center according to any one of claims 4 to 4. There are a plurality of call centers,
6. The call center operating status monitoring system according to claim 5, wherein the second collection unit collects operator work state data input by the work state input unit of each call center. The work status data includes a response time per call of the operator,
A histogram creation means for creating a histogram of response time per call;
The call center operating status monitoring system according to claim 5 or 6, further comprising third presenting means for presenting the histogram. Based on the work status data of all operators belonging to the call center, the total work time for each predetermined time section is calculated in human time, the calculated total work time is set to 100%, and the work status ratio of all operators is calculated. First calculating means for calculating,
8. The method according to claim 5, wherein the second presentation unit presents a work state ratio for each predetermined time section based on a calculation result of the first calculation unit. The call center operating status monitoring system described. Based on the work status data of all operators belonging to the call center, comprising second calculation means for calculating the total work time for each predetermined time section in human time,
The said 2nd presentation means presents the breakdown of the work state according to the said predetermined time division based on the calculation result of the said 2nd calculation means, and the said work state data of all the said operators. The operation status monitoring system for a call center according to any one of claims 7 to 7. The work status data includes a short call in which the response time per call of the operator is shorter than a threshold value,
6. The call center operating status monitoring system according to claim 5, wherein the second collection means collects the short call separately from a response time equal to or greater than the threshold value. The work status data includes a response time per call of the operator,
Generating means for generating at least one of a maximum value, a minimum value, a mode value, an average value, and a percentile of the response time for each predetermined time segment based on the work state data;
The call center operating status monitoring system according to claim 5, wherein the second presentation unit presents the second presentation unit in at least one of a table format and a graph format shown for each predetermined time segment.   12. The first presentation unit according to claim 1, wherein the first presentation unit displays the index on a web browser in at least one of a table format and a trend chart format indicating each predetermined time segment. The call center operating status monitoring system according to any one of the above items.   6. The second presenting means displays the collected work status data on a web browser in at least one of a table format and a graph format showing each predetermined time segment. The call center operation status monitoring system according to any one of claims 11 to 11.

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