JP2007265119A - Seating chart creation system in contact center, seating chart creation program and operation management system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide a seating chart creation system in a contact center, which can create a seating chart with seats and agents associated in the contact center according to an arbitrary seat layout. <P>SOLUTION: The seating chart creation system which creates a seating chart in the contact center using a computer has a data controller 220 that associates information on seats of the contact center, which is inputted from the computer, with information on extension telephones of the contact center, and a seat component generator 230 that generates a plurality of seat components to create a seating chart through a display part of the computer based on the information on mutually associated seats and extension telephones. <P>COPYRIGHT: (C)2008,JPO&INPIT

Description

  The present invention relates to the creation of a seating chart for employees in a contact center, and more particularly, to a seating chart creation system that provides a seating chart in which seats in a contact center are associated with employees. The present invention also relates to a contact center business management system using the seating chart created by the seating chart creation system.

  Conventionally, contact centers have been built on the premise that they operate 24 hours a day, 365 days due to the nature of their work, and there is a shift work system in which multiple employees (agents, employees) take turns. It is taken.

  In the contact center, a fixed seat and a fixed telephone are not provided for each agent, but a plurality of agents use the same seat and telephone in order to cope with such a shift work mode. That is, the agent can receive call distribution using an empty space (seat) without depending on a seat or a telephone. Specifically, each agent logs in to a telephone set in the seat when the business starts in the contact center, and makes a transition to a state in which the telephone can receive a call. Then, the incoming call via the PBX is subjected to distribution control by an ACD (Automatic Call Distribution) system, and the call is distributed to a telephone that can log in and receive a call.

  In addition, in the contact center, in order to smoothly operate the operations of the contact center, a supervisor (Supervisor) engaged in operations such as education, performance management, and troubleshooting of each agent is engaged. One supervisor gives management guidance to the group. In order to manage multiple agents under the control of full-time employees, temporary employees, parts, part-time workers, etc., the supervisor will change the seat schedule of the agent's scheduled seating that the supervisor should manage according to the shift work schedule of the agent. To create and manage agents.

  Since such supervisors have a wide range of operations and a plurality of agents must be managed, the supervisor's workload at the contact center is large. Therefore, as a method for supporting the supervisor business, for example, there is a supervisor business support method proposed in Patent Document 1. In this support method, history information for an incoming call is stored, and a management index is calculated using the stored history information. When the calculated management index exceeds or falls below the target value, a warning message stored in advance on the supervisor terminal is output, thereby improving the performance of multiple agents under the supervisor. Understand and encourage supervisors to manage each agent.

  Further, in Patent Document 2, the operation status of the contact center (operating status, business status, seat layout image of the business status, etc.) is grasped for the whole or for each group, and management tasks such as increasing the number of agents and rearranging between groups are performed. An ACD system that efficiently executes the above has been proposed.

JP 2004-23175 A (FIG. 5 etc.) JP2003-198736A (FIG. 11 etc.)

  However, in the conventional contact center system, it is assumed that the agent does not work in a fixed seat in consideration of the contact center's operation for 365 days, 24 hours. Is making an association. That is, for a call from a customer, distribution to each agent is realized by distribution to a telephone set associated with the agent, and there is no concept of associating an agent with a seat.

  And when a supervisor performs management according to work skills for each agent, it is actually necessary to perform management in units of agents using seats under management. Since the seat and the agent are not associated with each other, the supervisor cannot acquire the agent information for each seat. Therefore, in order for the supervisor to manage each agent for various tasks such as waiting calls and callbacks, the agent sitting on the seat had to be manually searched.

  In other words, the supervisor has status (operation) information that associates the telephone (or operator terminal) with the agent, for example, the status of the agent such as logged-in, present, away, post-processing, and handling a call. However, since there is no association between the seat and the agent, the actual seat layout and the positional relationship between the agent displayed on the supervisor terminal (any seat logged into the telephone etc. and the actual seat) The supervisor has a problem that management in units of agents, that is, management in units of seats associated with agents cannot be performed smoothly.

  In addition to full-time employees, supervisors can manage multiple agents under their control, including temporary employees, part-time workers, and part-time workers. Create. However, since the conventional seating chart preparation requires preparation according to the shift work schedule and the agent's business skill, it takes a lot of time.

  In addition, contact centers are operated at multiple locations and often straddle multiple floors within the same building, etc., so that the entire contact center operations can be understood and the operations can be carried out smoothly. However, the conventional method of operating a contact center where there is no concept of associating an agent with a seat is not sufficient.

  SUMMARY OF THE INVENTION An object of the present invention is to provide a seating chart creation in which a seat and an agent are associated with each other in a contact center, and a seating chart creation system and a seating chart creation in a contact center capable of creating a seating chart in an arbitrary seat layout. To provide a program.

  Another object of the present invention is to provide a business management system for a contact center using a seating chart in which a seat and an agent are associated with each other.

  According to one aspect of the present invention, a seating chart creation system for creating a seating chart in a contact center using a computer associates information about a contact center seat input from the computer with information about an extension telephone of the contact center. Data control means, and a seat component generation means for generating a plurality of seat components for creating a seating chart via a display unit of a computer based on information relating to mutually associated seats and extension telephones Features.

  In addition, a seating chart creation program as another aspect of the present invention uses a computer to create a seating chart in a contact center. Generating a plurality of seat components for creating a seating chart via a display unit of a computer based on a first function for associating information relating to an extension telephone and information relating to mutually associated seats and extension telephones; It is characterized by realizing two functions.

  According to another aspect of the present invention, there is provided a business management system for managing a business of a contact center using a computer connected to a management server. Each seat of a seating chart obtained by acquiring information on the operating status of the agent from at least one of a system, an extension telephone, or a computer used by the agent and created by the seating chart creation system and provided via the display unit of the computer It is characterized by comprising monitoring control means for performing an operation status display process based on information on the operation status of the agent for the component.

  According to the present invention, a seat component in which a contact center seat and an extension telephone are associated with each other is generated, and a seat schedule is created using the seat component. Therefore, the supervisor can perform business management in units of agents based on the seating chart.

  Hereinafter, referring to the accompanying drawings, a seating chart creation system (seat charting program) and a contact center business management system according to the present invention will be described below by taking a contact center system to which the present invention is applied as an example, and a preferred embodiment. This will be described in detail.

(First embodiment)
FIG. 1 is a schematic configuration diagram of a contact center system to which a seating chart creating system of the present invention is applied. In the seating chart creation system of this embodiment, the seating chart creation program according to the seating chart creation system of the present invention is applied as software to an existing server of the contact center system or a separate server that additionally functions in the contact center system. Is done. In the present embodiment, a seating chart creation system including a management server to which a seating chart creation program in a contact center system is applied and a computer terminal that can be connected to the management server will be described as an example.

  As shown in FIG. 1, the contact center system 100 according to the present embodiment controls the distribution of calls received by a PBX (Private Branch eXchange) 110 and PBX 110 for connecting between a public telephone network P and an extension telephone or an extension telephone. A supervisor terminal 300 such as a computer used by a supervisor who manages and provides guidance for an agent performing an inbound business and an outbound business, an ACD system (Automatic Call Distribution) 120 that manages the history, a DB server 130, a management server 200, It consists of an agent terminal 400 such as a computer.

  The supervisor terminal 300 and the agent terminal 400 are provided with an extension telephone for receiving a call or the like controlled by the ACD system upon receiving power from the PBX, and the agent has an agent ID for logging in to the extension telephone. The assigned skill and the skill that can be received by the agent are set. Therefore, when each agent logs in to the extension telephone with the agent ID, the ACD system 120 determines which skill telephone (call) is delivered to each extension telephone, and the extension that has transitioned to the call reception enabled state. Call distribution control for telephone extension numbers is performed. Although not shown in the figure, it is configured to have a CTI (Computer Telephony Integration) that provides functions such as automatically displaying past call history from the caller's telephone number by linking a telephone or fax to a computer. May be.

  Next, as shown in FIG. 2, the management server 200 receives the contact center location information input from the administrator terminal such as the supervisor terminal 300, the number of seats for each location of the contact center, and the seat ID corresponding to the number of seats. The management database 210 that stores extension numbers (extension IDs) corresponding to extension telephones is provided with a data control unit 220 that stores seat IDs and extension numbers in association with each location. Here, as shown in FIG. 3 (a), the location information includes information indicating the geographical base where the contact center is provided (information on Tokyo, Osaka, Okinawa, etc.) and floor information of the contact center (in Tokyo). Information on the building of the contact center where the base is located and the floor of the building).

  Further, the management server 200 generates a plurality of seat components for creating a seating chart via the display unit of the supervisor terminal 300 based on the associated seat ID and extension number, A work space for creating a seating chart is provided to the supervisor terminal 300, a plurality of seat components generated on the work space are displayed, and the seat components are controlled on the work space so as to be arbitrarily laid out. A seating chart creation control unit 240 is provided. Further, the seating chart creation control unit 240 generates seat layout definition information from seat components arbitrarily arranged on the workspace based on the physical seating arrangement of the floor on which the contact center seats are arranged. Then, supervisor and agent assignment processing is performed for each seat component of the seat layout definition information.

  Further, as shown in FIG. 4, the management database 210 stores information on employees engaged in contact center operations, that is, agents and supervisors who manage the agents. FIG. 4A shows a table in which each supervisor's name, organization attribute based on contact center location information (see FIG. 3C), and supervisor ID (SVID) are stored. As information about the supervisor, it is also possible to store business skill contents, the number of agents managed, contact information such as an email address, and the like. FIG. 4B shows a table in which the name of each agent, organization attribute based on location information, agent ID, employee type, supervisor attribute (SV attribute), and work start date are stored. Business skills and contact information can also be stored. These pieces of information can be added, updated, and changed at any time by a computer that can be connected to the management server 200 such as the supervisor terminal 300 and the agent terminal 400.

  The management server 200 includes a work schedule management unit 260 that manages the work schedules of the supervisor and the agent, and stores the work schedule information of the supervisor and the agent that is input from each terminal as needed (see FIG. 5). Since the contact center employs a shift work system that takes into account 365-day, 24-hour operation, the time unit or daily unit according to various employee types (regular employee, temporary employee, part-time worker) It is preferable to be configured to be stored and managed in FIG. 14 shows the work schedule information of each employee as a time schedule for one day.

  In addition, the seat schedule creation unit 250 acquires work schedule information managed by the work schedule management unit 260 from the management database 210, and creates a seat schedule related to the created seat schedule or generated seat layout definition information. The display screen control unit 280 displays various information input, setting, browsing, and other screens displayed on the supervisor terminal 300 as shown in FIGS. 7 to 15 according to the processing of the seating chart system of the present embodiment. This is provided to the visor terminal 300. The operation of each unit of the management server 200 is controlled by a system control unit (CPU) 290.

  Next, regarding the process transition of the seating chart creation system in the contact center of the present embodiment, a flowchart showing the process transition of the management server 200 shown in FIGS. 6A, 6B and 6C, and the supervisor shown in FIGS. This will be described in detail with reference to a screen displayed on the display unit of the terminal 300.

  First, prior to the creation of the seating chart by the seating chart creation system, the registration processing of information regarding employees such as supervisors and agents and the registration processing of work schedule information are performed as daily tasks in the contact center business, and the management server 200 is occasionally updated. Stored in the management database 210 (step S301). For example, as shown in FIG. 13, from the agent information registration screen displayed on the display unit of the supervisor terminal 300, the supervisor can display the agent name, organization attribute, supervisor attribute (SV attribute), employee number (agent ID). ), Employee type, work start date, weekly or monthly maximum / minimum working hours, etc., in addition to shift setting for each employee type and agent skill setting considering shift work Information regarding the agent is registered in the management server 200 as needed (see FIG. 4B). In addition, although supervisor information is not shown, the supervisor name, organization attribute, supervisor ID (SVID), skill, etc. are input from the same SV information registration screen shown in FIG. 200 registered at any time (see FIG. 4A)

  Also, in this step S301, the work schedule of the employees engaged in the contact center is similarly input to the management server 200 by inputting the work schedule date and time from the work schedule registration screen displayed on each terminal 300, 400. Register (see FIG. 5). It is also possible to automatically create work schedule information from shift information of the work system set in agent information registration, employee type, agent skills, and the like. For example, a work schedule corresponding to the employee type, skill, etc. is automatically created based on the shift information of the work style set on the agent information registration screen and presented to each agent. The registered or created work schedule can be viewed from the supervisor terminal 300 in units of hours, days, and months (see FIG. 14).

  The supervisor accesses the management server 200 from the supervisor terminal 300 in order to create a seating chart in the contact center business (step S301), and the system control unit 290 passes the authentication process in the management server 200, and the system control unit 290 A seating chart creation process based on the creation program is started (step S100).

  With the start of the seating chart creation process, the system control unit 290 controls the display screen control unit 280 to output the contact center location information registration screen to the supervisor terminal 300. The supervisor inputs information indicating the location of the contact center and floor information at each location from the location information registration screen (see FIG. 7) displayed on the display unit of the supervisor terminal 300. Also, the number of seats in the contact center is input for each location (step S302).

  When the input contact center location information and the number of seats at each location are stored in the management database 210 (step S101), the system control unit 290 sends the data association control unit 222 of the data control unit 220 to each location. An instruction is given to execute the seat ID assignment process based on the auto number or preset numbering information for the number of seats (step S102). In addition, the data association control unit 222 acquires the extension number (or the extension ID assigned to the extension number) of each contact center assigned by the PBX 110 and the ACD system 120, and assigns each extension number to each seat ID. The assignment process is performed, and the seat ID and the extension number are stored in association in the management database 210 (step S103).

  As shown in FIG. 8, the data in which each seat ID is associated with the extension number is displayed on the supervisor terminal 300, and the supervisor has the association information between the seat ID and the extension number corresponding to the number of seats at each location. Presented (step S303). In this embodiment, the seat ID and the extension number are automatically associated by the data association control unit 222. However, for example, from the screen shown in FIG. Each can be arbitrarily assigned from the input screen as shown in FIG. Further, only the seat ID automatically assigned according to the number of seats is displayed in the seat ID display field of FIG. 8, and the extension number is input to each seat ID, thereby associating the seat ID with the extension number. Processing may be performed.

  Next, the system control unit 290 of the management server 200 generates a seat component for each location in the seat component generation unit 230 in order to generate a seat component after the process of associating the seat ID and extension number of each location. The instruction is output as follows. The seat component generation unit 230 acquires the seat ID and extension number associated with each location from the management database 210, and generates a plurality of seat components for each location of the contact center (step S104). This seat component generation process is executed at the time of a seat schedule creation request from the supervisor terminal 300 or at the time of an association process between a seat ID and an extension number, and generates a seat component every time there is a seat schedule creation request. Alternatively, a seat component may be generated and stored in the management database 210 in advance in association processing between a seat ID and an extension number.

  The generated seat component is provided to the supervisor terminal 300 by the seating chart creation control unit 240 together with a work space for creating a seating chart using the seat component (step S105).

  Then, in the creation of the seating chart of this embodiment, the contact center layout is defined from the supervisor terminal 300 according to each location information using the generated seat component (steps S106 and S304). FIG. 9 is a layout definition screen displayed on the display unit of the supervisor terminal 300 including the work space W for creating the seating chart and the generated seat component list C. This layout definition includes a first process for freely arranging seat components on the work space W and a second process for assigning seats used by the supervisor to the seat components freely arranged on the work space W. It consists of and.

  As a first process of layout definition, the supervisor uses the operation means such as a mouse to click and drop one component on the seat component list C onto the workspace W, for example, to seat on the workspace. Components can be laid out freely (step S304). Control of the seat components on the work space W is controlled by the seating chart creation control unit 240, and in the present embodiment, when the seat components specified in the seat component list C are arranged on the work space W, The seating chart creation control unit 240 provides a free layout creation for each seat icon on the work space W by converting the seat ID and the extension number into a displayed seat icon (step S1061).

  In this layout definition, the supervisor arranges each seat component (seat icon) based on the physical floor layout of the contact center. It is possible to define a layout without arranging a seat component at the corresponding location.

  Next, as a second process of layout definition, the seating chart creation control unit 240 performs a process of assigning a supervisor seat managing the agent to each of the plurality of seat components with the layout defined. Specifically, when the supervisor operates the mouse of the supervisor terminal 300 to focus on a specific seat component related to the layout definition on the workspace W and performs a right click operation of the mouse (step S304), the seat The table creation control unit 240 displays supervisor information that can be acquired from the management database 210 (step S1062). Thereby, the supervisor can assign a supervisor attribute to a specific seat component by a selection / determination operation of the mouse. Note that since the layout definition is performed for each location, the seating chart creation control unit 240 performs control so that supervisor information belonging to the location information is assigned to the seat component. It is also possible to assign an agent whose employee type is a regular employee to each seat component.

  As described above, in this embodiment, the supervisor who manages and supervises the agent from the supervisor terminal 300 freely arranges the seat component on the work space W, and the seat such as the supervisor ( Define the contact center seat layout by assigning fixed seats). The layout-defined information is stored in the management database 210 as layout definition information (step S1063).

  Then, the seating chart creation control unit 240 proceeds to a seating chart creation process based on layout definition information created by arbitrarily arranging a plurality of seat components. This seating chart creation process performs an agent assignment process for a seat component to which an agent has not yet been assigned in the created arbitrary layout definition information.

  First, the seating chart creation control unit 240 presents a seating chart creation setting screen to the supervisor terminal 300 via the display screen control unit 280 as the layout definition information is generated and stored (step S107). The supervisor sets seating chart creation conditions from the seating chart creation setting screen displayed on the supervisor terminal 300 (step S305). Then, the seating chart creation control unit 240 acquires the seating chart creation setting information from the supervisor terminal 300 (step S108), and uses the layout definition information, the agent information, and the work schedule information as the seating chart creation setting information. Based on the seating chart creation process, that is, the corresponding agent is assigned to each seat component of the layout definition information to create a seating chart (step S109).

  FIG. 10 is a seating chart creation setting screen of the present embodiment, and various setting items on the displayed seating chart creation setting screen are selected from the supervisor terminal 300, and seating chart creation is executed. Specifically, the setting items include a location setting unit S1 for setting a seating chart creation target location, that is, a contact center base and each floor, and an agent placement setting unit S2 for setting conditions regarding agents to be placed on seat components. Is provided.

  Agent placement setting S2 sets conditions for creating a seating chart suitable for the supervisor to manage the agent in the business of the contact center. For example, the supervisor assigns an agent with little work experience. The seating chart creation conditions are set so that the agents having the same skill are placed in the vicinity of the seats in the vicinity. In agent management, supervisors should set the same agent to be placed in the same seat based on their work schedule as a condition to support management in units of seats, that is, in units of agents. Is also possible. In addition, when a supervisor with skill and experience manages each agent, he places the agent in a seat near the supervisor as much as possible, for example, copes with a call that the agent cannot answer to the supervisor (help) It is preferable to make it easy to request. For this reason, as a basic agent placement setting condition, it is preferable to provide an option for placing each agent near the supervisor (placed in a seat near the SV).

  Hereinafter, the seating chart creation process based on the seating chart creation setting information set in the supervisor terminal 300 of the present embodiment will be described in detail with reference to FIG. 6B. The seating chart creation control unit 240 creates seating charts for each location based on obtaining seating chart creation setting information from the supervisor terminal 300. That is, the seating chart creation control unit 240 acquires the layout definition information of the location to be created stored in the management database 210, and stores the agent information having the supervisor SV attribute included in the layout definition information in the management database. Obtained from 210 (step S1090). Subsequently, the seating chart creation control unit 240 performs processing for assigning an agent to each seat component of the layout definition information based on the seating chart creation setting information. For example, when an agent who has little work experience is placed in a seat near the supervisor (step S1091), the seating chart creation control unit 240 obtains the seat component to which the supervisor of the acquired layout definition information is assigned and other components. The distance between the seat and the seat component is calculated (step S1092), and the work experience calculated from the employee work start date included in the agent information is calculated (step S1093). Then, in order of agents with less work experience, the supervisor is assigned to the seat component close to the assigned seat (step S1094).

  Further, when agents having the same skill are arranged in neighboring seats (step S1095), the seating chart creation control unit 240 acquires skill information of the agent information, and based on the skill information, the same skill is acquired. Are assigned to neighboring seat components (step S1096). In the case where the same agent is arranged in the same seat (step 1097), the seating chart creation control unit 240, for example, from the seat layout information of the most recently created seating chart, A process of assigning the same agent to the same seat as the seat layout is performed (step S1098). Note that the seating chart creation process based on these seating chart creation setting information acquires agent work schedule information stored in the management database 210, and each seat component of the layout definition information according to the work schedule of each agent. Assigned to.

  The seating chart created by the seating chart creation process of the seating chart creation control unit 240 is created for each date and time according to the location, the floor, the work schedule, and the work schedule of the agent. Is provided to the supervisor via the display unit (see FIG. 11). The supervisor can refer to the seating chart based on each condition by designating the contact center, floor, date / time, time, etc. from the supervisor terminal 300. Thereafter, the supervisor confirms the created seating chart (step S306), and performs confirmation processing (publication processing) of the created seating chart from the supervisor terminal 300 (see FIG. 15), confirming according to the request. The prepared seating chart is provided to each agent terminal 400 (step S111).

  In the second process of the layout definition described above by the seating chart creation control unit 240, when performing the process of assigning the supervisor's seat that manages the agent to each of the plurality of seat components defined in the layout, It is also possible to set a management area (seat component group to be managed by a specific supervisor) managed by the supervisor and assign an agent having the supervisor attribute information based on the set management area.

  That is, in the second process of layout definition described above by the seating chart creation control unit 240, a supervisor seat that manages the agent is assigned to each of the plurality of seat components that are defined by the layout, and the supervisor manages them. A plurality of seat components (seat component group in which agents under the supervisor are arranged) are specified, and a management area for each supervisor is set.

  Based on the set management area, if the agent under the supervisor is placed in each seat component and cannot be placed in the seat component of this management area, the free seat component in which the management area is not set To place. For example, when a management area is set, an agent with little work experience is assigned to each seat component in the management area based on the agent placement information described above, and cannot be placed in the seat component of this management area. Can assign veteran agents with long working experience to free seat components.

  In addition, since the seating chart creation system according to the present embodiment and the seating chart are created according to the business schedule and the work schedule of the agent as described above, the seat layout format based on the layout definition information of each floor of the contact center It is also possible to provide the seat schedule formation corresponding to the work schedule of the employee together with the seating chart of the above. The seat schedule creation unit 250 creates a seat schedule from the layout definition information, the agent information, and the work schedule information based on the seat schedule creation setting information set from the supervisor terminal 300 in the same manner as the seat schedule creation control unit 240. As shown in FIG. 12, a list of supervisors and agents is displayed, and a seat schedule in which seat IDs are displayed on a daily basis is created corresponding to the list display of the agents.

  Specifically, as illustrated in FIG. 6C, the seat schedule creation unit 250 stores a work schedule (working hours) related to the supervisor assigned to the seat component of the layout definition information, based on the layout definition information, in the management database. Obtained from 210 (step S1101). Next, the seat schedule creation unit 250 generates seat list information based on the layout definition information that the agent managed by the supervisor plans to sit on (step S1102).

  In the present embodiment, a seat schedule is created based on agent arrangement information similar to the seating chart creation process. Therefore, the seat schedule creation unit 230 assigns a seat to which the supervisor of the acquired layout definition information is assigned when an agent with little work experience is placed on a seat near the supervisor based on the seating chart creation setting information. The distance between the seats of the component and the other seat components is calculated (step S1103), and sorting is performed in the order of the seats close to the supervisor (the order of the seat components) based on the calculated distance between the seats (step component order). S1104). Further, the work experience calculated from the employee work start date included in the agent information is calculated (step S1105), and information regarding the skill of the agent information is acquired from the management database 210.

  Then, the seat schedule creation unit 250 preferentially refers to, for example, the work schedule information of an agent with little work experience from the distance between the supervisor seats and each seat, the work experience of the agent, and skill information. A process of allocating to the supervisor's closest seat or allocating an agent whose work experience has reached a certain level to another seat (assigned to a seat component) is performed (step S1106). Thereafter, the same processing as described above is performed on each seat component of the seat list information based on the work schedule, thereby generating a seat schedule in units of hours, days, months, etc. (see FIG. 12). In addition, when the management area mentioned above is set, you may create the said seat schedule based on the management area.

  Also, the seating chart of the present embodiment created and released is presented to the supervisor via the display unit of the supervisor terminal 300, and when each agent logs in to each extension telephone, the login information is sent to the ACD system 120. Call distribution is performed to the extension telephones that have been transmitted and made ready for call reception, and each seat component of the seating chart displayed on the display unit is stored in the login information under the control of the system control unit 240 of the management server 200. By changing to the login state based on this, it becomes possible to support agent management work. Also, by presenting the publicly available seating chart and seat schedule to the agent terminal 400, each agent can confirm the seats scheduled to be seated from the terminal 400.

  In this way, the contact center seating chart creation system of the present embodiment creates a seating chart in which a seat in the contact center is associated with an extension number, so that an agent who logs in to the extension telephone is automatically associated with the seat. . As a result, supervisors can manage tasks on an agent-by-agent basis, that is, on a seat-by-seat basis, and reduce the burden of creating a seating schedule and seat schedule for agents to be seated by the supervisor. Business management can be performed.

  In this embodiment, layout definition information is generated in which a plurality of seat components in which a seat ID and an extension number of an extension telephone are associated are freely laid out on the workspace. In other words, by assigning a supervisor attribute to a seat component in the layout definition, it becomes possible to automatically assign an agent having the supervisor attribute to the seat component, and it can be arbitrarily set according to the daily operation of the contact center. It is possible to provide a seating chart suitable for the skill and work schedule of the agent to be managed in the layout.

  Also, in this embodiment, based on the layout definition information and employee work schedule information, a seat schedule is created in which agents with little work experience are placed in the supervisor's closest seats, or agents are the same in daily work. It is possible to create a seat schedule so that seats are used, and to prevent supervisor agent management, that is, prevent deterioration of work due to lack of seats and agent seat arrangement, and support smooth contact center work.

  The work schedules for supervisors and agents can also be created in units of campaigns (business units). In other words, by creating work schedules for each supervisor and each agent corresponding to the work contents during the campaign period, the work quality of the contact center can be appropriately maintained for each work unit, and efficiency can be improved. It becomes. Therefore, in the present embodiment, when using a work schedule created for each business unit such as a campaign, a seating chart and a seat schedule for each business unit may be created.

(Second Embodiment)
FIG. 16 is a configuration block diagram of a management server 400 related to a business management system for a contact center using a seating chart created by the seating chart creation system of the present invention, and the management server 400 is the first embodiment described above. A monitoring control unit 470 and a standby call information control unit 480 are added to the management server 200.

  Then, the management server 400 of this embodiment reflects the monitoring result of the operating status of the agent on the seating chart created in the first embodiment described above by the monitoring control unit 470, and performs standby call information control. The unit 480 realizes a contact center business management system that improves the business quality of the contact center by grasping the state of the standby call. The other configuration of the management server 400 is the same as that of the first embodiment described above, and the configuration and description are omitted.

  As shown in FIG. 16, the management server 200 of the present embodiment reflects the agent operation information that can be acquired from the ACD system 120 shown in FIG. 1 in the seating chart created in the first embodiment. 470 and a standby call information control unit 480 that displays standby call information based on the standby call that can be acquired from the ACD system 120 via the PBX 110 on the supervisor terminal 300. The ACD system 120 of the present embodiment has an existing ACD function, that is, a function for managing the distribution control of a call received by the PBX, its distribution history, incoming call, standby call, extension telephone status, and the like.

  Further, since data from PBXs of different models has different data formats depending on the models, data output from the ACD system 120 also has different data formats. Therefore, it is necessary to convert data from a plurality of PBXs into one data format, and to perform monitoring processing and standby call display processing based on the converted information. Therefore, the data conversion unit 221 of the management server 400 according to the present embodiment acquires data from the ACD system 120 and then converts it into an arbitrary data format used for processing in the monitoring control unit 470 and the standby call information control unit 480. Are output to the monitoring control unit 470 and the standby call information control unit 480, respectively.

  FIG. 17A is a flowchart for explaining the process transition of the management server 400 of this embodiment. The data conversion unit 211 of the data control unit 220 of the management server 400 receives information regarding the operating status of the agent from the ACD system 120 in real time (calling, leaving, waiting, post-processing, training, login / logout, etc.) Is obtained (step S500), converted into an arbitrary predetermined data format used by the monitoring control unit 470, and output to the monitoring control unit 470 (step S502). When the monitoring control unit 470 acquires information on the operating status of the agent from the data conversion unit 221, the agent information based on the seating chart from the management database 210, that is, the assignment of each seat component displayed on the seating chart. The agent information is acquired (step S503), and status information for displaying the operation status on each seat component of the seating chart is generated (step S504). In this embodiment, as shown in FIG. 18, the color according to each status is displayed on the display part D which displays an operation status in a part of seat component. The monitoring control unit 470 generates each color information (monitoring information) corresponding to the operating status of the agent, and displays the color information on the display unit D of each component of the seating chart (step S505). Then, the monitoring control unit 470 stores information on the operation status of the agent displayed on the seating chart as an operation history in the management database 210, and uses the stored operation history and the operation status from the latest ACD system 120. When the operation status is changed, display processing corresponding to the changed operation status is performed, and agent monitoring is provided by real-time processing. In addition, it is also possible to display the seat component itself so as to change based on the color information without providing the display unit D that displays the operating status of the agent for each seat component on the seating chart.

  The monitoring control unit 470 also displays information on the operating status of the agent in real time from the ACD system 120 (in a call, in the absence of a seat, in standby), in addition to the processing for displaying the operating status of the agent on each seat component on the seating chart. , During training, login / logout, etc.) is provided as the agent login status as shown in FIG. 20 to the supervisor terminal 300 (step S506). Further, as shown in FIG. 20, the monitoring control unit 470 displays the operation status of all agents, and also displays information such as agent IDs and seat IDs corresponding to each agent's seating chart, and continuous post-processing time for each agent. A display screen is generated so as to be displayed in a list and provided to the supervisor terminal 300.

  Next, the standby call information control unit 480 of the present embodiment displays the information regarding the standby call on the same screen as the seating chart displayed on the supervisor terminal 300 as described above. First, the data conversion unit 211 of the data control unit 220 of the management server 400 obtains information on the standby call from the ACD system 120 via the PBX 110 in real time, that is, in this embodiment, the number of standby calls for the incoming call to the PBX 110. (Step S501), the data is converted into an arbitrary predetermined data format used by the standby call information control unit 480, and output to the standby call information control unit 480 (Step S502). Then, the standby call information control unit 480 generates (acquires) information such as the current number of standby calls, the maximum number of standby calls of today, and the monitoring interval of standby calls from the standby call information from the ACD system 120 (step S507). ), A standby call status display screen as shown in FIG. 19 is generated and provided to the supervisor terminal 300 (step S508).

  In the present embodiment, the information regarding the standby call is not provided to the supervisor terminal 300 and the agent terminal 400 as numerical data as shown in FIG. It is also possible to provide easy to understand. The traffic light display unit S of FIG. 18 is an example thereof, and the number of waiting calls is displayed as a traffic light based on a predetermined threshold, for example, a red signal is displayed when the waiting call is greater than or equal to the first threshold, and the waiting call is the second. When the number is less than or equal to the threshold value, a green signal is displayed on the traffic light. When the number of waiting calls is the first and second threshold values, a yellow signal is displayed on the traffic light. By visually providing the number of waiting calls to the supervisor and the agent in this way, the supervisor and the agent can easily grasp the business quality of the contact center according to the signal display, and the number of waiting calls It becomes possible to manage the business of the contact center in view of the prevention of business quality deterioration accompanying the increase in the number of employees. As shown in FIG. 21, the threshold values in the traffic light display are set for each of the red signal, the blue signal, and the yellow signal. Based on the set threshold values, the standby call information control unit 480 This is realized by controlling the traffic signal display.

  Further, the standby call information control unit 480 of the business management system of the contact center according to the present embodiment logs in to an extension telephone that can be acquired from the ACD system 120 and is in a login / available (login / waiting for incoming call) state waiting for an incoming call. The number of agents is displayed on the display unit of the supervisor terminal 300 using the signal display function described above.

  Ascertaining the login / available status of this agent is directly related to grasping the business quality of the contact center. Therefore, if there are few agents (extension telephones) waiting for login / incoming calls, there is a high possibility that a waiting call will be generated, and it is expected that the business quality of the contact center will deteriorate. Therefore, in this embodiment, the standby call information control unit 480 notifies the supervisor of the pre-occurrence of the standby call based on the number of agents in the login / available state that can be acquired from the ACD system 120, thereby Maintain and improve quality. Further, in the present embodiment, the above-described traffic signal display function is similarly applied, and as shown in FIG. 21, threshold values are set for each of the red signal, the blue signal, and the yellow signal, and based on the set threshold values. Then, the standby call information control unit 480 displays the agent login / available state as a traffic light.

  When providing the supervisor with the number of waiting calls or the number of agents in the login / available state of the agent, for example, information for improving deterioration in business quality due to the occurrence of waiting calls and the number of agents in the login / available state are It is also possible to provide information necessary for coping with the occurrence of a decrease in business quality due to a decrease. For example, when a red light is displayed, the supervisor terminal 300 is provided with information on the agent being trained and the agent having a long post-processing time.

  FIG. 17B is a flowchart for explaining the traffic signal display function of standby call information control section 480.

  As shown in FIG. 21, the supervisor selects, for example, whether the waiting call actually generated is displayed as a traffic signal or whether the number of agents in the login / available state is displayed as a traffic signal, as shown in FIG. A threshold value for the number of waiting calls or the number of login / available is set for each of the accompanying red signal, yellow signal, and blue signal (step S700).

Then, the standby call information control unit 480 determines whether the signal display is based on the standby call or the signal display based on the login / available state (step S701). If the standby call signal display is selected, step S702 is performed. If the traffic light display in the login / available state is selected, the process proceeds to step S706.
When the signal display by the standby call is selected, the threshold information on the number of standby calls set in step S700 is acquired in step S702, and then the standby call information is acquired in real time from the ACD system 120 (step S703). In step S704, it is determined whether the number of waiting calls acquired in real time is greater than or equal to the first threshold value, less than or equal to the second threshold value, or between the first and second threshold values, and in step S705. A display process of a red signal, a blue signal, and a yellow signal based on the display determination process in step S704 is performed. Specifically, when the number of waiting calls is equal to or greater than the first threshold, it is determined as a red signal, when it is equal to or less than the second threshold, it is determined as a green signal, and when it is between the first and second thresholds, it is determined as a yellow signal. Then, the traffic light display process is performed. Thereafter, it is determined whether or not the threshold value set in step S700 has been changed, or whether or not it has been changed to a traffic light display in the login / available state (step S710). The discriminating process and the display process based on the waiting call information acquired in the above are repeated. If it is determined in step S710 that the change has been made, the process returns to step S700.

  On the other hand, if the process proceeds to step S706 in step S701, the threshold information on the number of login / available numbers set in step S700 is acquired in step S706, and then the login / available information is acquired in real time from the ACD system 120 (step S706). S707). In step S708, it is determined whether the login / available number acquired in real time is less than or equal to the first threshold, greater than or equal to the second threshold, or between the first and second thresholds, and step S709. In step S708, display processing of a red signal, a blue signal, and a yellow signal based on the display determination processing in step S708 is performed. Specifically, when the number of login / available is less than or equal to the first threshold, a red signal is emitted. When the number of login / available is greater than or equal to the second threshold, a green signal is emitted. Discriminate and perform signal display processing. Thereafter, similarly, it is determined whether or not the threshold value set in step S700 has been changed, or whether or not it has been changed to the traffic signal display by the standby call (step S710). If not changed, the process returns to step S707. The discrimination process and the display process based on login / available information acquired in real time are repeatedly performed. If it is determined in step S710 that the change has been made, the process returns to step S700.

  As described above, the management server 400 of the present embodiment displays on the supervisor terminal 300 in order to support the business management of the contact center for the seating chart created by the seating chart creation system of the first embodiment. The operating status of the agent acquired from the ACD system 120 is displayed on each seat component on the seating chart. For this reason, supervisors monitor agents in real time on an agent-by-agent basis, based on a seating table in which seats and extension telephones, that is, agents logged into the seats and extension telephones, are associated with each other, thereby managing contact center operations. Can be performed.

  In the present embodiment, these data formats are converted into predetermined data formats in order to cope with different data formats depending on the PBX model. Therefore, even when different PBXs are used in contact centers operated by multi-sites, the business management system of this embodiment can be applied, and the business management of the entire multi-site contact centers can be supported. Is possible.

  Furthermore, the number of abandoned calls exists as an evaluation item of the business quality of the contact center. In order to reduce the number of abandoned calls, it is necessary to constantly reduce the number of waiting calls. To reduce the number of waiting calls, “ The number of agents with an operational status of “login and call waiting” must be increased. In fact, when an abandoned call or waiting call state occurs, the time given to the supervisor to solve the problem is very short, and supervises the agent at such time (changes the agent's work style) Therefore, it is difficult to improve the operation quality of the contact center.

  Therefore, when the number of agents in the “login and call waiting” state decreases, the contact center business management system of this embodiment issues a warning to the supervisor and the agent by a traffic light display, and the agent's work Encourage changes in form and help improve operational quality. For example, when the traffic light display is “yellow or red”, a solution (display employees with a long post-processing time) is presented.

  As described above, the seating chart creation system and the business management system in the contact center according to the present invention have been described in accordance with the above-described embodiment. And is feasible.

  Further, it may be configured to be realized across a plurality of server devices and other computers without being realized by one server device, and furthermore, the seating chart of the present invention may be provided on a server separate from the contact center system. By applying a creation program or the like and each contact center is connected to a separate server, it is possible to download and execute each function of the seating chart creation program of the present invention as required.

1 is a configuration block diagram of a contact center system to which a seating chart creating system according to a first embodiment of the present invention is applied. It is a block diagram of the configuration of the management server of the first embodiment of the present invention. It is the figure which showed the data stored in the management database of the 1st Embodiment of this invention in the table format. (A) is an example of each location information and number of seats in the contact center, (b) is an associated seat ID and extension number, and (c) is an example of attribute information in each location of the contact center. It is the figure which showed the data stored in the management database of the 1st Embodiment of this invention in the table format. (A) shows an example of information about a supervisor, and (b) shows an example of information about an agent. It is the figure which showed the data stored in the management database of the 1st Embodiment of this invention in the table format. (A) shows an example of agent work schedule information, and (b) shows an example of supervisor work schedule information. It is a flowchart for demonstrating the whole process transition in the seating chart preparation system of the 1st Embodiment of this invention. It is a flowchart for demonstrating the detailed process transition of seating chart preparation in the seating chart preparation system of the 1st Embodiment of this invention. It is a flowchart for demonstrating the detailed process transition of seat schedule preparation in the seating chart preparation system of the 1st Embodiment of this invention. It is a location information registration screen displayed on the computer terminal of the seating chart creation system according to the first embodiment of the present invention. It is an association display screen of seat ID and extension ID displayed on the computer terminal of the seating chart creation system according to the first embodiment of the present invention. It is a layout definition screen displayed on the computer terminal of the seating chart preparation system of the 1st embodiment of the present invention. It is a seating chart creation setting screen displayed on the computer terminal of the seating chart creation system according to the first embodiment of the present invention. It is a screen which shows the created seating chart (layout form) displayed on the computer terminal of the seating chart preparation system of the 1st Embodiment of this invention. It is a screen which shows the seat schedule (seat schedule format) displayed on the computer terminal of the seat schedule creation system of the 1st Embodiment of this invention. It is an agent information registration screen displayed on the computer terminal of the seating chart creating system according to the first embodiment of the present invention. It is a screen which shows the work schedule table of the employee displayed on the computer terminal of the seating chart preparation system of the 1st Embodiment of this invention. It is a seating chart finalization process screen displayed on the computer terminal of the seating chart preparation system of the 1st Embodiment of this invention. It is a structure block diagram of the management server to which the business management system of the contact center of the 2nd Embodiment of this invention was applied. It is a flowchart for demonstrating the process transition in the business management system of the contact center of the 2nd Embodiment of this invention. It is a flowchart for demonstrating the process transition of the traffic signal display process in the work management system of the contact center of the 2nd Embodiment of this invention. It is a real-time monitoring display screen displayed on the computer terminal of the contact center business management system according to the second embodiment of the present invention. It is a waiting call status display screen displayed on the computer terminal of the business management system of the contact center of the 2nd Embodiment of this invention. It is a login condition display screen displayed on the computer terminal of the business management system of the contact center of the 2nd Embodiment of this invention. It is a waiting call display setting screen displayed on the computer terminal of the business management system of the contact center of the 2nd Embodiment of this invention.

Explanation of symbols

100 contact center system 110 PBX
120 ACD system 130 DB server 200 Management server 210 Management database 220 Data control unit 230 Seat component generation unit 240 Seating chart generation control unit 250 Seat schedule generation unit 260 Work schedule management unit 300 Supervisor terminal 400 Agent terminal

Claims (25)

A seating chart creation system for creating a seating chart in a contact center using a computer,
Data control means for associating information about the contact center seat input from the computer with information about the contact center extension telephone;
Seat component generating means for generating a plurality of seat components for creating the seating chart via the display unit of the computer based on information related to the seats and the extension telephones associated with each other. A seating chart creation system. A seating chart creation system for creating a seating chart in a contact center using a computer terminal connected to a management server,
The management server includes data control means for associating information about the contact center seat input from the computer terminal with information about the contact center extension telephone;
Seat component generating means for generating a plurality of seat components for creating the seating chart via the display unit of the computer terminal based on information related to the seat and the extension telephone that are associated with each other. A seating chart creation system. The management server further includes seating chart creation control means for performing creation control of the seating chart using the seat component via the display unit of the computer terminal,
The seating chart creation control unit generates seat layout definition information from a plurality of the seat components arranged in an arbitrary layout, and uses the seat for the seat component based on the generated seat layout definition information. A supervisor who manages the agent is assigned, and the agent corresponding to the supervisor attribute information of the agent is assigned to a plurality of seat components based on the seat layout definition information related to the seat component to which the supervisor is assigned. The seating chart creating system according to claim 2, wherein the seating chart creating system is assigned.   The seating chart creation control means, based on the supervisor attribute information and employee information of the agent, for a plurality of seat components based on the seat layout definition information related to the seat component to which the supervisor is assigned. The seating chart creation system according to claim 3, wherein the agent is assigned.   5. The seating chart creation control unit assigns the supervisor and the agent to the seat component based on a work schedule of the supervisor and the agent stored in the management server. The seating chart creation system described in 1.   6. The seating chart creation control means automatically creates the seating chart using the seat component to which the supervisor and the agent are assigned based on the seat layout definition information. The seating chart preparation system as described in any one.   6. The seat schedule creation system according to claim 5, further comprising seat schedule creation means for creating a seat schedule based on the work schedule and the seat arrangement definition information. The data control means associates information about the seat and the extension telephone based on location information of the contact center included in the information about the seat,
The seat table creation system according to any one of claims 1 to 7, wherein the seat component generation unit generates the seat component corresponding to each location. The management server further includes seating chart creation control means for performing creation control of the seating chart using the seat component via the display unit of the computer terminal,
The seating chart creation control unit generates seat layout definition information from a plurality of the seat components arranged in an arbitrary layout, and uses the seat for the seat component based on the generated seat layout definition information. A supervisor who manages the agent is assigned, and a management area based on the seat layout definition information managed by the supervisor to which the seat component is assigned is set, and the agent component is assigned to the seat component in the management area. The seating chart creating system according to claim 2, wherein the agent corresponding to supervisor attribute information is assigned. In order to create a seating chart in a contact center using a computer,
A first function for associating the input information about the contact center seat with information about the contact center extension;
Realizing a second function of generating a plurality of seat components for creating the seating chart via the display unit of the computer based on information related to the seat and the extension telephone that are associated with each other A seating chart creation program characterized by A third function of assigning a supervisor managing an agent using the seat to the seat component;
A fourth function of assigning the agent managed by the supervisor to the seat component;
11. The seating chart according to claim 10, further comprising: causing the computer to realize a fifth function of performing creation control of the seating chart using the seat component to which the supervisor and the agent are assigned. Creation program. A sixth function for performing creation control of the seating chart using the seat component via the display unit of the computer terminal;
A seventh function for generating seat layout definition information from a plurality of the seat components arbitrarily arranged by the sixth function;
An eighth function of assigning a supervisor who manages an agent using the seat to the seat component based on the seat layout definition information;
A ninth function of assigning the agent corresponding to the supervisor attribute information of the agent to a plurality of seat components based on the seat layout definition information related to the seat component to which the supervisor is assigned; The program for creating a seating chart according to claim 10, which is realized by a computer.   The ninth function is based on the supervisor attribute information and the agent employee information for a plurality of seat components based on the seat layout definition information related to the seat component to which the supervisor is assigned. 14. The seating chart creating program according to claim 13, further comprising a function of assigning an agent.   The eighth and ninth functions include a function of assigning the supervisor and the agent to the seat component based on a work schedule of the supervisor and the agent stored in the computer. Item 14. A seating chart creating program according to item 12 or 13.   15. The sixth function according to claim 12, wherein the sixth function automatically creates the seating chart using the seat component to which the supervisor and an agent are assigned based on the seat arrangement definition information. A program for creating a seating chart according to any one of the above.   13. The seat schedule creation program according to claim 12, further causing the computer to realize a tenth function for generating a seat schedule based on the seat arrangement definition information corresponding to the work schedule. The first function includes a function of associating information on the seat and the extension telephone based on location information of the contact center included in the information on the seat,
The seating chart creating program according to any one of claims 10 to 16, wherein the second function generates the seat component corresponding to each location. A sixth function for performing creation control of the seating chart using the seat component via the display unit of the computer terminal;
A seventh function for generating seat layout definition information from a plurality of the seat components arranged in an arbitrary layout by the sixth function;
An eighth function of assigning a supervisor who manages an agent using the seat to the seat component based on the generated seat layout definition information;
An eleventh function for setting a management area based on the seat layout definition information managed by the supervisor to which the seat component is assigned;
11. The seat according to claim 10, further causing the computer to realize a twelfth function of assigning the agent corresponding to supervisor attribute information of the agent to the seat component in the management area. Table creation program. A business management system for managing business in a contact center using a computer connected to a management server,
3. The management server acquires information on the operating status of the agent from at least one of an ACD system or an extension telephone that performs distribution control of incoming calls of the contact center, or the computer used by the agent, and The operation status display process based on the information related to the operation status for each seat component of the seat schedule created by the seating chart creation system according to any one of 10 and provided via the display unit of the computer A contact center business management system comprising monitoring control means for performing   It comprises standby call information control control means for acquiring information relating to a standby call in an external incoming call of the contact center from the ACD system via a PBX and providing information relating to the standby call via a display unit of the computer. 20. The business management system for a contact center according to claim 19, wherein   21. The contact center according to claim 20, wherein the standby call information control means displays the information related to the standby call information on a display unit of the computer based on a set threshold value related to the standby call. Business management system.   The agent logs in to the extension telephone and obtains the number of login / available agents waiting for an incoming call from the ACD system, and provides the number of agents in the login / available state via the display unit of the computer. 20. The contact center business management system according to claim 19, further comprising standby call information control means.   23. The contact center according to claim 22, wherein the waiting call information control means displays the number of agents in the login / available state as a traffic light on the display unit of the computer based on a preset threshold value. Business management system.   The said waiting call information control means provides the work quality improvement information of the contact center based on the number of agents of the said login / Available state via the display part of the said computer, The claim 22 or 23 characterized by the above-mentioned. Contact center business management system. In order to manage the work of the contact center using a computer,
An operation information acquisition function for acquiring in real time information related to the operation status of the agent from at least one of an ACD system, an extension telephone set, or an agent terminal used by the agent for controlling the distribution of incoming calls of the contact center;
23. Created by the seating chart creation program according to any one of claims 12 to 22, and based on information on the operating status for each seat component of the seating chart provided via the display unit of the computer A contact center business management program characterized by realizing an operation information display function for performing an operation status display process.

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