JP2007228272A - Productivity monitoring system of call center - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a call center productivity monitoring system which is capable of easily and visually grasping the actual working conditions of operators working at a call center. <P>SOLUTION: The productivity monitoring system is equipped with a database storage device 110, that collects the kinds of works of the working operators and the start times and finish times of the works. The system is equipped with a management computer 100 that calculates the working hours of operators'various works on business days, on the basis of the start times and finish times of the works. The system is equipped with a display device 130, which compares and presents the operators'works on business days individually with graphs item by item, according to the types of works. The display device 130 displays the operators's work item by item, according to working hours, when it presents the operators's works on business days by operator, item by item according to the types of works. <P>COPYRIGHT: (C)2007,JPO&INPIT

Description

  The present invention relates to a call center productivity 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.
JP-A-2005-206328 JP 2002-368897 A

  In the prior art, a specific presentation system showing the productivity of the operator in the call center has not been proposed, that is, there has been no system that can monitor the actual situation of the operator's work at any time.

  Note that Patent Literature 1 is a system that presents a conveyance load situation, and does not disclose or suggest that it indicates an operation situation 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. Further, Patent Document 2 is a technique for presenting only the congestion situation to the customer. In this configuration, the actual situation of the operator's work cannot be grasped, and the object of the present invention is achieved. Not what you get.

  An object of the present invention is to provide a call center productivity monitoring system capable of easily and visually grasping the actual situation of the work of a call center operator.

  In order to solve the above problems, the present invention provides a first collection means for collecting a type of work for each operator during work, a parameter for calculating the work time, and various types of each operator within a predetermined period. The first calculation means for calculating the work time of the work based on the parameters collected in the first collection means and the operator's work within the predetermined period are broken down by type of work for each operator and compared in a graph First presenting means for presenting, wherein the first presenting means performs a breakdown according to the work time when the work of the operator within the predetermined period is broken down by type of work for each operator. The gist of the call center productivity monitoring system.

By doing so, in the present invention, the manager can easily and visually grasp the actual situation of the work of the call center operator.
In this case, the type of work includes work performed by an operator in response to a call, the first collection means collects call data of calls answered by each operator, and the first calculation means It is preferable that the number of calls answered by each operator within a predetermined period is calculated based on the call data, and the first presenting unit presents the number of calls answered by each operator in a graph.

In this way, the administrator can grasp the number of calls answered to the operator's call.
In this case, the first calculation means calculates the call time rate of each operator within the predetermined period based on the parameter, and the first presenting means calculates the call time rate of each operator within the predetermined period. It is preferable to present it as a graph.

In this way, the administrator can grasp the call time rate of the operator.
In this case, it is preferable that the first presenting means displays the calculated work types of the operators on the Web browser in a graph according to the work time.

  In this way, the graph 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.

  Further, the present invention provides a second collection means for collecting parameters for calculating a work time of an operator who is working and a work time corresponding to each work type of the operator within the total unit time. Second calculation means for calculating time based on the parameters collected by the second collection means, and the work of the operator within the total unit time according to the work time of the work corresponding to each work type The gist is to include a second presenting means that breaks down by type and presents a graph in time series.

In this way, it is possible to grasp the actual state of the work of the call center operator easily and visually.
In this case, when the second presentation means breaks down each work type according to the work time and presents the work type as a graph in time series, the second work means further sets each work type to the accumulated value of the work time. Accordingly, it is preferable to present a graph with a breakdown.

  In this way, when each work type is broken down according to work time and presented in a graph in time series, each work type is broken down according to the accumulated value of work time and presented in a graph. Therefore, the actual value of the work of the call center operator can be grasped with the cumulative value of each work type.

  In this case, the second presenting means breaks down the operator's work by work type according to the work time of the work corresponding to each work type, and presents it on the web browser when presenting the graph in time series. Is preferably displayed.

  In this way, the second presenting means breaks down the operator's work on the Web browser by work type according to the work time of the work corresponding to each work type, and presents it in a time series graph. Can easily recognize the graph visually.

  Further, the present invention provides a third collection means for collecting parameters for calculating a work time, a work type performed by the operator in response to the call, and a work corresponding to each work type of the operator. A third calculation means for calculating the work time of the operator based on the parameters collected by the third collection means, a breakdown of the work of the operator for each call by work type, and a graph in time series for each call The gist of the call center productivity monitoring system is characterized in that the third presentation means is provided.

In this way, it is possible to grasp the actual state of the work of the call center operator easily and visually.
In this case, it is preferable that the third presenting means displays the work of the operator on the web browser when the work is broken down for each call by work type and presented in a time-series graph for each call. .

  In this way, the third presentation means breaks down the operator's work on the Web browser by work type for each call and presents the graph in time series for each call, so the administrator can easily visualize the graph. Can be recognized.

  Further, the present invention provides a counting means for cumulatively counting the number of response calls, which is the number that the working operator answers the call, for each counting unit time, the number of response calls counted by the counting means, and the operator's target The gist of the present invention is a call center productivity monitoring system comprising a fourth presentation unit that presents the number of calls answered in a time series graph.

In this way, it is possible to grasp the actual state of the work of the call center operator easily and visually.
In this case, the fourth presenting means displays on the Web browser when presenting the operator's response call count counted by the counting means and the operator's target answer call number in a time series graph. Is preferred.

  Thus, the fourth presentation means presents the number of calls answered by the operator on the Web browser and the target number of calls answered by the operator in a time series graph, so that the administrator can easily visualize the graph visually. Can be recognized.

DESCRIPTION OF EMBODIMENTS 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, the 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, each terminal used by a plurality of operators is connected to the server 40 via the LAN 70. The terminals 61, 62, 63. 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 customers, that is, whether or not the call center is busy with customers. to decide. 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 the total unit time, that is, the number of busy calls for each total unit time is transmitted to the server 40. In this embodiment, the total unit time 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 total unit time 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 call is disconnected in the busy state, the PBX device 20 counts the number of abandoned calls, which is the number of abandoned calls generated within the total unit time, to the server 40. It has become. Then, the number of abandoned calls (number of abandoned calls) generated within the total unit time, that is, the number of abandoned calls per total unit time is transmitted to the server 40. The server 40 stores the number of busy calls in the total unit time 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 (FIG. 8A )reference)
The IVR is a function that guides the customer in response to an appropriate call.

  The database storage device 50 further stores an incoming call database 200, an outgoing call database 210, an operator database 220, a product information database 230, a product correspondence record database 235, a customer database 255, a work history database 260 and the like (FIGS. 3 to 3). 6, see FIG. The database storage device 50 corresponds to first to third collection means. 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 business days, incoming call ID (incoming call identification code), communication type into which IVR or Navi Dial identification data is written, call start time, call end time, product name, number of hold times It consists of a column for writing the first to n-th hold time, an inquiry content, a response content, and a customer ID write column. The data recorded in the incoming call database 200 corresponds to call data associated with an incoming call (call). Navi Dial is a registered trademark of Nippon Telegraph and Telephone Corporation. The incoming call database 200 is created by giving an incoming call ID by the server 40 every time there is an incoming call.

  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 fields for correspondence and customer ID. 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 a call center ID, an operator ID, a name of each operator, a terminal No. that identifies 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. In addition, the operator database 220 stores the number of target answering calls of the corresponding incoming call in association with the operator ID in one day of the operator. This target answer call number is expressed as a cumulative value in proportion to the time every time the total unit time elapses (see FIG. 17).

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 merchandise 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. 8B, the customer database 255 stores a customer ID, a customer name, an address, and a telephone number in association with each other.

  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. In addition, the incoming call ID is recorded in the incoming call ID and outgoing call ID fields. 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. In the case of holding, the incoming call ID is recorded in the incoming call ID and outgoing call ID fields. 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 200 of the database storage device 50 in association with the navigation dial identification data. To do.

  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. Therefore, each data transferred from the incoming call database 200 stored in the incoming call database 111 corresponds to call data. 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 in which the product correspondence record databases 235 of the respective call center systems C1 to C3 are integrated. 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 stores the latest data of the product correspondence record database 235 of each call center system C1 to C3, and the management computer 100 stores the data so that it is the same as the product correspondence record database 235 of each call center system C1 to C3. It is updated by executing the update program 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 counting unit time (15 minutes in the present embodiment).

  The call center productivity 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 first to third collection means. Further, the display device 130 corresponds to first to fourth presentation 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.

  In the call with the customer, the operator confirms the name and address of the customer and the product for which the customer consults the product, and inputs the name and address of the customer and the name of the product from the terminal 61. And transmitted to the server 40 (see S8 and P8 in FIG. 11). The server 40 searches the customer database 255 based on the customer's name and address and sends the customer ID to the terminal 61, and 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 customer ID and the product code and stores them in the work storage area of the database storage device 50 (see S9 in FIG. 11). Further, the server 40 stores the product code and customer ID in the corresponding fields 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 contents” and “correspondence contents” in the corresponding column of the incoming call database 200 in the merchandise correspondence record database 235 corresponding to the merchandise code obtained by the call with the customer this time. The incoming 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” (P17) from the management computer 100, the server 40 creates various databases (incoming call database 200, work history database 260, product correspondence record database 235) regarding the current customer. Is 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 the fact to the server 40 and the customer's telephone number. (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. Further, the server 40 retrieves the customer ID from the customer database 255 based on the telephone number at the time of calling, and outputs the customer I, the numbered calling ID and the operator ID to the terminal 61 (S24). ), These are acquired by the terminal 61 (P25).

At the same time, the server 40 stores the business day, call ID, customer ID, and 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, merchandise correspondence record database 235) to the management computer 100 regarding the customer 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) Work time breakdown and call time rate presentation mode The work time breakdown and call time rate presentation mode will be described.
When the administrator wants to know the work time breakdown and call time rate of the focused call center, he / she sets the work time breakdown and call time rate presentation mode by operating the input operation device 140, and sets the call center ID of the focused call center and a predetermined A business day as a period is input by the input operation device 140. The predetermined period is longer than the total unit time.

  In response to this input, the management computer 100 calculates, for the selected call center or all call centers, the breakdown of the work hours and the call time rate of each operator on the business day based on the work history database 115. .

  Here, the types of work in the work time breakdown include call (response in outgoing call), hold, outgoing call, preparation, and standby. These work times are referred to as a call time (response time for a call), a hold time, a call call time, a preparation time, and a standby time, respectively. The management computer 100 calculates these times based on the start time and end time of each event stored in the work history database 115.

  The call time rate is the ratio of call time to the total time of all events. Then, the management computer 100 displays these calculation results in a graph on the Web browser as shown in FIG. 13 on the display device 130 in accordance with the table creation program 123.

  In FIG. 13, the call time rate is arranged in the order of operators (operator ID), and for each operator, the total work time is indicated by the height of the bar graph, and the work time is divided according to the type of work in the bar graph. It is displayed. Further, the call time rate of each operator is displayed as a line graph. In FIG. 13, A is a call time, B is a holding time, C is a calling call time, D is a preparation time, and E is a standby time. E is a call time rate.

(2) Work Time Breakdown and Response Call Number Presentation Mode Next, the work time breakdown and response call number presentation mode will be described.
In the work time breakdown and response call number presentation mode, the work time breakdown of each operator is displayed in the same manner as in FIG. 13, and instead of the call time rate, the response on a specific business day for each operator in the call center of interest. The display control is different as indicated by the number of calls.

  When the administrator wants to know the work time breakdown and the number of response calls in the working hours of a specific business day of the call center to which attention is paid, the operation time breakdown and the response call number presentation mode are set by operating the input operation device 140, The call center ID of the call center and the business day are input by operating the input operation device 140.

  In response to this input, the management computer 100 calculates the breakdown of each operator's work time and the total number of response calls for each operator based on the work history database 115 of the selected call center or all call centers. Then, a graph is displayed on the web browser on the display device 130 as shown in FIG.

  In FIG. 14, the operator IDs are arranged in ascending order of the operator's code, and the total work time is indicated by the height of the bar graph for each operator. In the bar graph, the work time is displayed according to the type of work. Has been. The number of calls answered by each operator is displayed as a line graph. In FIG. 14, the vertical axis represents the work time and the number of calls. The number of calls answered by each operator is calculated based on the corresponding business day and the incoming call database 111 storing the operator ID.

(3) Work Time Breakdown and Cumulative Response Call Number Transition Graph Presentation Mode by Operator Next, the work time breakdown and cumulative response call number transition graph presentation mode by operator will be described.

  When the administrator wants to know the change of the work time breakdown and the cumulative number of calls answered by the operator of interest, the manager displays the change in the work time breakdown and the response call number presentation mode or the work time breakdown and the call time rate presentation mode. The cursor (not shown) is placed on the bar graph display area of the operator and clicked with a mouse (not shown). In response to this click input, the management computer 100 shifts to this mode.

  The management computer 100, based on the work history database 115 for a specific business day of the operator, calls time (response time in calling), hold time, calling call time, preparation time, and waiting time for each unit time. Aggregate. Then, the management computer 100 presents the calculated result as a bar graph on the display device 130 on the Web browser as shown in FIG. Further, the management computer 100 calculates the cumulative value of the number of response calls for each total unit time and presents the transition to the display device 130 as a line graph G on the Web browser as shown in FIG.

  In FIG. 15, the horizontal axis is a time axis and is divided for each total unit time. The vertical axis represents time and the number of calls. In the same figure, the total work time is shown by the height of the bar graph for each total unit time, and the work time is displayed by being divided according to the type of work in the bar graph. The cumulative value of the number of calls answered by each operator is displayed as a line graph.

(4) Call-by-call time-series presentation mode Next, a call-by-call time-series presentation mode will be described.
When the administrator wants to know the time series for each call of the operator of interest, he / she sets the time series presentation mode for each call by operating the input operation device 140 and inputs the operator ID of the operator of interest and the business day. Input according to 140.

  In response to this input, the management computer 100 searches the incoming call database 111, the outgoing call database 112, and the work history database 115 for a specified business day that matches the operator ID. Then, the management computer 100 breaks down the operator's work time in a time series with respect to the call (incoming call) obtained by the search, and arranges each call in the time series, and displays the graph on the display device 130 on the Web browser. (See FIG. 16).

In FIG. 16, the vertical axis is the customer ID of the customer who called (incoming call), and the horizontal axis is the time axis. In the figure, it is shown that the call was made early from the left call (incoming call).
(5) Target answer call number and result presentation mode Next, the target answer call number and result presentation mode will be described.

  When the administrator wants to know the target response call number and the result presentation mode regarding the operator of interest, the administrator sets the target answer call number and the result presentation mode by operating the input operation device 140, and sets the operator ID of the operator of interest and the sales The date is input by the input operation device 140.

  In response to this input, the management computer 100 reads the target answer call number from the operator database 113 based on the input operator ID. Further, the management computer 100 searches the incoming call database 111 and totals the number of incoming calls (number of answering calls) that match the operator ID on the specified business day for each total time. Calculate the value. Then, the management computer 100 displays the read target answer call number and the calculated cumulative value in a graph in time series on the Web browser on the display device 130 (see FIG. 17). In FIG. 17, the vertical axis represents the number of calls answered, and the horizontal axis represents the time axis.

The characteristics of the productivity monitoring system configured as described above will be described.
(1) The productivity monitoring system according to the present embodiment (hereinafter simply referred to as a system) is a database storage that collects the type of work of each operator during work and the start time and end time of each work as parameters for calculating the work time. Apparatuses 50 and 110 (first collecting means) are provided. In addition, the system includes a management computer 100 that calculates the working time of each operator's various work within a business day (predetermined period) based on the parameters collected in the database storage devices 50 and 110. The system includes, as a first presentation unit, a display device 130 that breaks down the operator's work within the business day (predetermined period) according to the type of work for each operator and compares and presents the graph as a graph. Then, the display device 130 displays the breakdown according to the work time when the work of the operator on the business day is broken down by type of work for each operator.

As a result, in the present embodiment, it is possible to easily grasp the actual situation of the work of the call center operator visually.
(2) In this embodiment, the type of work includes work performed by an operator in response to a call, and the database storage devices 50 and 110 (first collection means) receive incoming calls (calls) that are answered by each operator. Call data was collected. The management computer 100 calculates the number of calls answered by each operator on a specific business day based on the call data. In addition, the display device 130 displays the number of calls answered by each operator in a graph. As a result, in this embodiment, the manager can grasp the number of calls that answer the operator's call.

  (3) In the present embodiment, the management computer 100 calculates the call time rate of each operator on business days based on the parameters. Further, the display device 130 displays (presents) the call time rate of each operator on the business day in a graph. As a result, the administrator can grasp the call time rate of the operator.

  (4) In the present embodiment, the display device 130 displays each operator's work type calculated on the Web browser in a graph according to the work time. As a result, the graph can be easily visually recognized on the Web browser. With this system, since the website can be created with a text editor from data acquisition, processing, and graph drawing with table creation software such as Excel (Microsoft), which is widely used in the office, development costs have been reduced In comparison, the price can be reduced to about 1/10 to 1/100.

  (5) The system according to the present embodiment includes the database storage devices 50 and 110 (second collection means) that collect the start time and end time of each work as parameters. In addition, the system calculates a work time of work corresponding to each work type of the operator within the total unit time based on the parameters collected in the database storage devices 50 and 110 (second collection means) (first computer 100 2 calculating means). Then, the system breaks down the operator's work within the total unit time by work type according to the work time corresponding to each work type, and presents the display device 130 (second presentation) in a time-series graph. Means). As a result, the actual situation of the call center operator's work can be easily grasped visually.

  (6) In the system according to the present embodiment, when the display device 130 (second presentation unit) breaks down each work type according to the work time and presents the work time as a graph in time series, FIG. As shown in FIG. 4, each work type is broken down according to the cumulative value of the work time and presented in a graph. As a result, when each work type is broken down according to work time and presented in a graph in time series, each work type is broken down according to the accumulated value of work time and presented in a graph. Therefore, the actual value of the work of the call center operator can be grasped with the cumulative value of each work type.

  (7) In the system of the present embodiment, the display device 130 (second presentation means) breaks down the work of the operator by work type according to the work time of the work corresponding to each work type, When presenting as a graph, it is displayed on the web browser. As a result, the display device 130 breaks down the operator's work on the Web browser by work type according to the work time corresponding to each work type, and presents it in a time-series graph. The graph can be easily recognized visually.

  (8) The system according to the present embodiment is a third collection unit that collects the type of work performed by the operator who is working in response to the call and the start time and end time (parameters for calculating work time) of each work. The database storage devices 50 and 110 are provided. Further, the management computer 100 calculates the work time of the work corresponding to each work type of the operator based on the start time and end time of each work. The operator's work is broken down by work type for each call, and a display device 130 (third presentation means) that presents a graph in time series for each call is provided. As a result, the actual situation of the call center operator's work can be easily grasped visually.

  (9) In the present embodiment, the display device 130 as the third presentation means breaks down the operator's work by work type for each call, and presents the web browser when presenting the graph in time series for each call. Displayed above. As a result, the display device 130 breaks down the operator's work on the Web browser by work type for each call and presents the graph in time series for each call, so the administrator can easily visualize the graph visually. Can be recognized.

  (10) In the present embodiment, the management computer 100 as a counting means cumulatively counts the number of answering calls, which is the number that the working operator answers to the call, every 15 minutes (every time for counting). did. Then, the display device 130 presents the number of response calls counted by the management computer 100 and the target number of response calls of the operator as a fourth presentation means in a time-series graph. As a result, the actual situation of the call center operator's work can be easily grasped visually.

  (11) In the present embodiment, the display device 130 displays on the Web browser when the operator's answer call count counted by the management computer 100 and the operator's target answer call count are presented in a time-series graph. I tried to do it. As a result, the display device 130 presents the number of calls answered by the operator on the Web browser and the target number of calls answered by the operator in a time-series graph, so that the administrator can easily visually recognize the graph. it can.

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 embodiment, no explanation is given for the case where the response time of one call is short, but when the response time of one call is shorter than a threshold (for example, within 30 seconds), it is classified as a short call. You may make it do. 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 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, the total unit time 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 total unit time is a minute unit of less than 1 hour, 10 minutes, 20 minutes, 30 minutes, or the like.

  In the above-described embodiment, the work time breakdown for each operator and the work time breakdown for each operator are performed in the graph display mode of the cumulative response time for each operator. Instead, the breakdown of the cumulative work time for each operator and the cumulative response call for each operator. You may make it transfer to number transition graph presentation mode. In this case, the administrator can shift to the mode by operating as follows.

  When the administrator wants to know the cumulative work time breakdown of the operator of interest and the transition of the cumulative number of calls answered, it is displayed on the display device 130 in the work time breakdown and response call number presentation mode or the work time breakdown and call time rate presentation mode. The cursor (not shown) is placed on the bar graph display area of the operator and clicked with a mouse or the like (not shown). In response to this click input, the management computer 100 shifts to this mode.

  Based on the work history database related to the operator's specific business day, the management computer 100 sets the call time (call response time), hold time, call call time, preparation time, and standby time for each counting unit time. The total is calculated and the accumulated value is calculated for each total unit time. Then, the management computer 100 presents the calculated result as a bar graph on the display device 130 on the Web browser. Further, the management computer 100 calculates the cumulative value of the number of response calls per total unit time, and presents the transition to the display device 130 as a line graph G on the Web browser.

  ○ In the above embodiment, the predetermined period is one business day, but it is not limited to one business day, multiple days such as half day, two days, weekly, semi-monthly, monthly, seasonal, semi-annual, etc. It may be.

  In the embodiment, the database storage devices 50 and 110 as the first to third collection means collect the parameters for calculating the work time. Instead, for each type of work that the operator performs in response to the call, the management computer 100 measures the work time as a work time measuring means as a parameter for calculating the work time, and the measured work time is stored in the database. You may make it memorize | store in the memory | storage devices 50 and 110. FIG. Specifically, the measured work times are stored in the incoming call databases 111 and 200 and the work history databases 115 and 260.

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. (A) is explanatory drawing of the structure of the abandoned call count table 250, (b) is explanatory drawing of the structure of a customer database. 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. The graph which shows the working time and call time rate of each operator. The graph which shows the operation time of each operator, and the number of response calls. The graph which shows the number of calls of an operator's accumulation, and work time. The graph which shows the time series according to an operator's call. The graph which shows the number of response calls of an operator, and the number of target response calls.

Explanation of symbols

50 ... Database storage device (first collection means, second collection means, third collection means), 100 ... Management computer (first calculation means, second calculation means, third calculation means, counting means), 110 ... Database storage Device (first collecting means, second collecting means, third collecting means), 130 ... display device (first presenting means, second presenting means, third presenting means, fourth presenting means), C1 to C3 ... call center system .

Claims (11)

A first collection means for collecting a type of work for each operator during work and a parameter for calculating the work time;
First calculation means for calculating work times of various operations of each operator within a predetermined period based on the parameters collected by the first collection means;
A first presenting means for comparing and presenting the work of the operator within the predetermined period by a graph with a breakdown by work type for each operator;
The call center productivity monitoring system according to claim 1, wherein the first presenting means performs a breakdown according to the work time when the work of the operator within the predetermined period is broken down by work type for each operator. The type of work includes work performed by an operator in response to a call,
The first collecting means collects call data of calls answered by each operator,
The first calculation means calculates the number of calls answered by each operator within the predetermined period based on the call data,
2. The call center productivity monitoring system according to claim 1, wherein the first presentation unit presents the number of calls answered by each operator in a graph. The first calculation means calculates a call duration rate of each operator within the predetermined period based on the parameter,
2. The call center productivity monitoring system according to claim 1, wherein the first presentation unit presents a call time rate of each operator within the predetermined period in a graph.   4. The display device according to claim 1, wherein the first presentation unit displays the calculated work types of the operators on a Web browser in a graph according to the work time. 5. The call center productivity monitoring system according to claim 1. A second collection means for collecting parameters for calculating the work type of the operator who is working and the work time;
Second calculation means for calculating work time of work corresponding to each work type of the operator within the total unit time based on the parameters collected by the second collection means;
A second presenting unit that breaks down the work of the operator within the total unit time by work type according to the work time of the work corresponding to each work type and presents the work in a time-series graph. Call center productivity monitoring system.   When the second presentation means breaks down each work type according to the work time and presents the work type in a time series graph, the work type is further broken down according to the accumulated value of the work time. The call center productivity monitoring system according to claim 5, wherein the system is presented in a graph.   The second presenting means displays the operator's work on the Web browser when the work is broken down by work type according to the work time of the work corresponding to each work type and presented in a time-series graph. The call center productivity monitoring system according to claim 5 or 6, wherein the call center productivity monitoring system according to claim 5 or 6 is used. A third collecting means for collecting parameters for calculating the type of work performed by the operator in response to the call and the work time;
Third calculation means for calculating a work time of work corresponding to each work type of the operator based on the parameters collected by the third collection means;
A call center productivity monitoring system comprising: a third presentation unit that breaks down the work of the operator for each call by work type and presents the call in a time-series graph for each call.   The third presenting means displays the work of the operator on the web browser when the work is broken down by call type for each call and presented as a graph in time series for each call. 8. The call center productivity monitoring system according to 8. A counting means for cumulatively totaling the number of answering calls, which is the number of operators who are working on the call, for each counting unit time;
A call center productivity monitoring system, comprising: fourth presentation means for presenting the number of answer calls counted by the counting means and the target answer call number of the operator in a time-series graph.   The fourth presenting means displays on the Web browser when presenting the number of answering calls of the operator counted by the counting means and the target number of answering calls of the operator in a time series graph. The call center productivity monitoring system according to claim 10.

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