JP2014165729A - Information processing apparatus, information processing system, information processing method and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an information processing apparatus capable of preventing transfer lines from being lacked in an organization such as a call center, an information processing system, an information processing method and a program.SOLUTION: The information processing apparatus comprises: a line use situation management section for monitoring the number of lines being used for calls in one organization; a transfer line count prediction section for predicting the number of lines required for transferring calls under speech in the organization in the case of calling from an outside line; and a determination section for determining whether to allow termination of a call from the outside line by comparing the predicted number of lines for transfer with the number of non-occupied lines in the organization.

Description

  The present invention relates to an information processing apparatus, an information processing system, an information processing method, and a program.

  Conventionally, in many public institutions and companies, for example, a call center for centrally processing calls addressed to each branch office is provided. In a call center, for example, a larger number of calls can be received at the same time under constraints such as personnel and the number of lines.

  For example, in Patent Document 1, in a telephone exchange device connected to a plurality of ISDN lines, whether or not an incoming call is rejected is controlled by comparing the number of external lines in use with a predetermined number. Technology is disclosed.

JP-A-6-209368

  However, with the above technology, there is a fear that a line for transferring a call in progress at the call center may be insufficient. For example, the above technique is a technique for controlling incoming calls mainly from the viewpoint of the number of personnel in a call center, and no consideration is given to securing the number of lines necessary for transferring calls to other departments. . For this reason, for example, when the number of personnel is sufficient, calls from outside lines are excessively received, and there is a possibility that a line for transferring a call during a call is insufficient.

  Therefore, the present invention has been made in view of the above problems, and an object of the present invention is a novel and capable of preventing a transfer line from being insufficient in an organization such as a call center. An object is to provide an improved information processing apparatus, information processing system, information processing method, and program.

  In order to solve the above-described problem, according to an aspect of the present invention, a line usage status management unit that monitors the number of lines used in a call in one organization, and when calling a call from an external line, By comparing the number of lines for transfer predicting the number of lines required for transferring a call during a call in the organization, and comparing the predicted number of lines for transfer with the number of unused lines in the organization And an information processing apparatus comprising: a determination unit that determines whether or not to accept an incoming call from the outside line.

  The information processing apparatus further includes a transfer occurrence rate predicting unit that predicts a transfer occurrence rate indicating a probability that a call in progress is transferred based on a call transfer result in the organization, and the transfer line number predicting unit May predict the number of transfer lines based on the transfer occurrence rate.

  The information processing apparatus further includes a transfer rate relationship predicting unit that predicts a relationship between a call duration and the transfer occurrence rate from the call transfer result, and the transfer line number predicting unit is provided in the organization. The number of transfer lines may be predicted based on the transfer occurrence rate specified by using the relationship from the length of call time of a call during a call.

  The transfer line number predicting unit may predict the transfer line number by summing up the transfer occurrence rates of lines in a call in the organization.

  The transfer line number predicting unit may predict, as the transfer line number, the number of lines whose call time is within a set time when a call from the outside line is placed.

  The set time may be an average value of a call time until a call is transferred when a past transfer occurs.

  The transfer line number predicting unit may exclude the transfer line number from being subject to prediction for a line that is determined not to be transferable by an operator in a call.

  In order to solve the above problem, according to another aspect of the present invention, a step of monitoring the number of lines used for a call in one organization, and when calling a call from an external line, the organization Predicting the number of lines necessary for transferring a call during a call in the telephone and comparing the predicted number of transfer lines with the number of unused lines in the organization. An information processing method is provided, including the step of determining whether or not to accept the incoming call.

  In order to solve the above-described problem, according to another aspect of the present invention, a computer uses a line usage status management unit that monitors the number of lines used in a call in one organization, and calls from external lines. At the time of calling, a transfer line number predicting unit for predicting the number of lines required for transferring a call during a call in the organization, the predicted number of transfer lines and the number of unused lines in the organization , A program for functioning as a determination unit that determines whether or not to accept an incoming call from the outside line is provided.

  As described above, according to the present invention, it is possible to prevent a transfer line from being insufficient in an organization such as a call center.

It is explanatory drawing which showed the structure of the information processing system by the 1st Embodiment of this invention. It is explanatory drawing which showed the hardware constitutions of the call center server by the embodiment. It is explanatory drawing which showed an example of the structure of the line usage condition management screen by the embodiment. It is explanatory drawing which showed an example of the structure of the call center server by the embodiment. It is explanatory drawing which showed an example of the structure of the transfer line number management screen by the embodiment. It is explanatory drawing which showed an example of the structure of the transfer performance table by the embodiment. It is explanatory drawing which showed an example of the structure of the line use status management table by the embodiment. It is a flowchart which shows the whole operation | movement by the embodiment. 7 is a flowchart showing an operation of a transfer line prediction process according to the embodiment. It is the functional block diagram which showed the structure of the call center server by the 2nd Embodiment of this invention. It is the graph which showed an example of the relationship between the transfer occurrence rate and call time by the embodiment. It is a flowchart which shows the operation | movement of the prediction process of the transfer rate relationship by the embodiment. 7 is a flowchart showing an operation of a transfer line prediction process according to the embodiment.

  Exemplary embodiments of the present invention will be described below in detail with reference to the accompanying drawings. In addition, in this specification and drawing, about the component which has the substantially same function structure, duplication description is abbreviate | omitted by attaching | subjecting the same code | symbol.

  In the present specification and drawings, a plurality of components having substantially the same functional configuration may be distinguished by adding different alphabets after the same reference numeral. For example, a plurality of configurations having substantially the same functional configuration are differentiated as necessary, such as a customer phone 30a and a customer phone 30b. However, when it is not necessary to particularly distinguish each of a plurality of constituent elements having substantially the same functional configuration, only the same reference numerals are given. For example, when there is no need to distinguish between the customer telephone 30a and the customer telephone 30b, they are simply referred to as the customer telephone 30.

Further, the “DETAILED DESCRIPTION OF THE INVENTION” will be described according to the following item order.
1. 1. Basic configuration of information processing system 2. Detailed description of each embodiment 2-1. First embodiment 2-2. Second embodiment 3. Modified example

<1. Basic Configuration of Information Processing System>
The present invention can be implemented in various forms as described in detail in “2-1. First embodiment” to “2-2. Second embodiment” as an example. In the following, first, a basic configuration of an information processing system common to each of such embodiments will be described with reference to FIG. In the following description, as an example, in this specification, the call center 2 (organization) receives a call from the customer telephone 30 (call from an outside line) temporarily by the operator. An example in which the information processing system is applied to a scene where a call is transferred to a department or the like will be mainly described.

  As shown in FIG. 1, the information processing system according to the present embodiment includes a call center server 10 (information processing device), a call center exchange 20, a voice response device 22, an operator telephone 24, a call center terminal 26, a communication network 28, and a customer. Including a telephone 30 for use.

-Call center server 10-
The call center server 10 gives an instruction to the call center switch 20, and controls the reception or transfer of a call temporarily received by the call center switch 20. Further, the call center server 10 stores incoming call and transfer history information such as the number of calls transferred to other departments outside the call center 2, for example. Further, the call center server 10 performs display control of the screen of the call center terminal 26, and provides various information such as the number of incoming calls to the manager and operator of the call center 2.

  In addition to the incoming call line, the call center 2 requires a transfer line for transferring the call to another department. In the present embodiment, as a general rule, it is assumed that the line in the call center 2 is set so that it can be used for both incoming calls and transfers. As an effect of this, the number of lines is not fixed in advance between the incoming call and the transfer, so that the line can be effectively used without causing a line division loss. However, this embodiment can also be applied to the case where the line in the call center 2 is divided in advance for incoming calls and for transfers. In this case, for example, because the possibility that all incoming calls are transferred at the same time zone is very low, the number of transfer lines is less than the number of incoming lines. May be.

  The call center server 10 has a hardware configuration as shown in FIG. As shown in FIG. 2, the call center server 10 includes a CPU (Central Processing Unit) 150, a ROM (Read Only Memory) 152, a RAM (Random Access Memory) 154, an internal bus 156, an input / output interface 158, and an HDD (Hard Disk). Drive) 160 and network interface 162.

  The CPU 150 is configured as an example of a control unit 100, a line usage status management unit 102, a transfer line number prediction unit 104, a determination unit 106, a transfer occurrence rate prediction unit 116, and a transfer rate relationship prediction unit 118, which will be described later. The The CPU 150 functions as an arithmetic processing unit and a control unit, and controls the overall operation in the call center server 10 according to various programs. The CPU 150 may be a microprocessor.

  The ROM 152 stores programs used by the CPU 150, calculation parameters, and the like. The RAM 154 temporarily stores programs used in the execution of the CPU 150, parameters that change as appropriate during the execution, and the like. The CPU 150, the ROM 152, and the RAM 154 are connected to each other by an internal bus 156 that includes a CPU bus or the like.

  The input / output interface 158 connects the HDD 160 and the network interface 162 to the internal bus 156. For example, the HDD 160 exchanges data with the RAM 154 or the like via the input / output interface 158 and the internal bus 156.

  The HDD 160 is a data storage device configured as an example of the storage unit 110 described later. The HDD 160 may include a storage medium, a recording device that records data on the storage medium, a reading device that reads data from the storage medium, a deletion device that deletes data recorded on the storage medium, and the like. The HDD 160 stores programs executed by the CPU 150 and various data.

  The network interface 162 is a communication interface configured by, for example, a communication device for connecting to the communication network 28, and is configured as an example of the communication unit 108 described later. The network interface 162 may be a wireless LAN compatible communication device, an LTE (Long Term Evolution) compatible communication device, or a wire communication device that performs wired communication.

-Call center switch 20-
The call center switch 20 receives a call from an outside line by a customer telephone 30 or the like via the communication network 28, for example. In addition, the call center switch 20 receives a call from an outside line to the operator telephone 24 or transfers it to another department outside the call center 2 according to an instruction from the call center server 10.

-Voice response device 22-
The voice response device 22 is a device for transmitting, for example, a voice guidance recorded in advance to the customer's telephone 30 in accordance with an instruction from the call center switch 20. The voice response device 22 may be capable of automatically recognizing a real voice or push sound received from the customer telephone 30.

-Operator telephone 24-
The operator telephone 24 is a telephone used by an operator who works at the call center 2. The operator telephone 24 may be a fixed telephone or a portable telephone.

-Call center terminal 26-
The call center terminal 26 is a communication terminal used by an operator or administrator of the call center 2. The call center terminal 26 can display a line usage status management screen 50 as shown in FIG. 3 by, for example, an operation of a call center administrator. The line usage status management screen 50 displays, for example, a caller telephone number, a call start time, a call time, and the like for each call line in the call center 2 in almost real time. The administrator of the call center 2 can confirm the usage status of each telephone line in the call center 2 by referring to the line usage status management screen 50.

-Communication network 28-
The communication network 28 is a wired or wireless transmission path for information transmitted from a device connected to the communication network 28. For example, the communication network 28 may include a public line network such as a telephone line network, the Internet, a satellite communication network, various local area networks (LANs) including the Ethernet (registered trademark), a wide area network (WAN), and the like. . The communication network 28 may include a dedicated line network such as an IP-VPN (Internet Protocol-Virtual Private Network).

-Customer phone 30-
The customer telephone 30 is a telephone used by a customer. The customer telephone 30 may be a fixed telephone or a portable telephone.

  In the information processing system described above, the call center server 10 according to each embodiment of the present invention can prevent the call center 2 from running out of transfer lines. Hereinafter, each embodiment of the present invention will be described in detail.

<2. Detailed description of each embodiment>
[2-1. First Embodiment]
(2-1-1. Configuration)
FIG. 4 is a functional block diagram showing the configuration of the call center server 10 according to the first embodiment. As illustrated in FIG. 4, the call center server 10 includes a control unit 100, a communication unit 108, and a storage unit 110. The control unit 100 also includes a line usage status management unit 102, a transfer line number prediction unit 104, and a determination unit 106.

  The control unit 100 has a function of generally controlling the operation of the call center server 10 using hardware such as a CPU 150 and a RAM 154 built in the call center server 10. For example, the control unit 100 controls the operations of the communication unit 108 and the storage unit 110.

  The line usage status management unit 102 monitors the number of lines used for a call in the call center 2 in almost real time. Further, the line usage status management unit 102 records the monitoring result for each line in a line usage status management table 114 described later.

  The transfer line number predicting unit 104 predicts the number of lines (hereinafter also referred to as transfer line number) necessary for transferring a call during a call in the call center 2 when a call from an external line is placed. For example, the transfer line number predicting unit 104 predicts, as a transfer line number, the number of lines whose call time is within a set time when a call from an outside line is placed. Here, the set time may be, for example, an average value of call time recorded in the transfer record table 112 until call transfer when a past transfer occurs.

  Note that the administrator of the call center 2 can register the set time on the transfer line number management screen 52 as shown in FIG. In general, for example, when the call time is 5 minutes, the possibility that a transfer will occur is lower than when the call time is 1 minute. Tend. Therefore, in order for the transfer line number prediction unit 104 to predict the transfer line number without excess or shortage, the length of the set time needs to be determined appropriately.

  As shown in FIG. 5, the transfer line number management screen 52 includes, for example, a manual setting selection field 520, a time input field 522, an automatic setting selection field 524, a time display field 526, a prediction reference period selection field 528, a prediction button. 530, a registration / update button 532, and a cancel button 534. For example, when the administrator of the call center 2 desires to directly specify the set time, the manual setting selection field 520 is selected on the transfer line number management screen 52 and the time input field 522 is requested. You can enter the time.

  When the administrator of the call center 2 wishes to set the set time automatically, first, the automatic setting selection field 524 is selected, and then a reference period for calculating the set time such as the past year is selected. Selection is made from the prediction reference period selection column 528. When the administrator selects the prediction button 530, the transfer line number prediction unit 104, for example, from the transfer result table 112 shown in FIG. 6, the average value of the call time 1128 until the transfer in the selected period. Is calculated. Then, the transfer line number management screen 52 displays the calculated average value in the time display field 526. Thereafter, the administrator can register or update the time displayed in the time display field 526 as the set time by selecting the registration / update button 532.

  The determination unit 106 determines whether or not to accept an incoming call from an outside line by comparing the predicted number of transfer lines and the number of unused lines in the call center 2. When transferring a call during a call, a transfer line is newly required in addition to the incoming call line. For example, when a predicted number of transfers occur simultaneously, Numbers can be tight. Therefore, for example, the determination unit 106 may determine that the incoming call from the outside line is not permitted if the predicted number of transfer lines is equal to or greater than the value based on the number of unused lines. . Here, the value based on the number of unused lines may be a value obtained by adding a certain number such as 10 to the number of unused lines. It may be a value obtained by adding a value that changes according to the number of lines such as%.

  The communication unit 108 transmits / receives information to / from various devices via, for example, the communication network 28 or the LAN in the call center 2. For example, the communication unit 108 receives a notification from the call center switch 20 that a call has been placed from an outside line. In addition, when the determination unit 106 determines that the incoming call from the outside line is not permitted, the communication unit 108 transmits, for example, an instruction to transmit a congestion message to the customer telephone 30 to the voice response device 22. To do.

  The storage unit 110 stores various information such as a transfer record table 112 and a line usage status management table 114. The transfer record table 112 is a table in which the transfer record in the call center 2 is recorded. Here, a configuration example of the transfer record table 112 will be described with reference to FIG. As shown in FIG. 6, in the transfer record table 112, for example, the caller telephone number 1120, the call date and time 1122, the presence / absence of transfer 1124, the total call time 1126, and the call time 1128 until transfer are associated with each other. To be recorded. For example, in the data of the first record in FIG. 6, the caller telephone number is “03-1111-xxxx”, the call date is “January 10, 2013”, and the data is transferred during the call. This indicates that the total call time is “240 seconds” and the call time until transfer is “60 seconds”.

  The line usage status management table 114 is a table in which the line usage status in the call center 2 is recorded. Here, a configuration example of the line usage status management table 114 will be described with reference to FIG. As shown in FIG. 7, in the line usage status management table 114, for example, line ID 1140, line idle time 1142, destination telephone number 1144, caller telephone number 1146, call start time 1148, and call time 1150 are associated with each other. Recorded. For example, in the data of the first record in FIG. 7, the line ID at the call center 2 is “0001”, the destination telephone number is “03-5555-xxxx”, and the source telephone number is “03-1111-xxxx”. ", The call start time is" 10:00:10 ", and the call time at the time of recording is" 90 seconds ".

  According to the first embodiment, the computer program for causing the hardware such as the CPU 150, the ROM 152, and the RAM 154 built in the call center server 10 to perform the same functions as the components of the call center server 10 described above is also provided. Can be provided. A storage medium storing the computer program is also provided.

  The configuration of the call center server 10 according to the first embodiment has been described above, but is not limited to the configuration described above. For example, any one or more of the communication unit 108, the storage unit 110, the transfer record table 112, and the line usage status management table 114 may not be included in the call center server 10 and may be provided in another device.

(2-1-2. Operation)
The configuration according to the first embodiment has been described above. Subsequently, an operation according to the first embodiment will be described.

  FIG. 8 is a flowchart showing the overall operation according to the first embodiment. As shown in FIG. 8, the customer first makes a call to the call center 2 using the customer telephone 30 (S101). Subsequently, the call center switch 20 temporarily receives the call placed from the customer telephone 30 (S102). Then, the call center switch 20 inquires of the call center server 10 whether or not the call from the customer telephone 30 can be received (S103).

  Subsequently, the line usage status management unit 102 of the call center server 10 checks whether there is an unused line in the call center 2 (S104). When there is no unused line (S104: No), the determination unit 106 determines that the incoming call from the customer telephone 30 is not permitted. Then, the communication unit 108 notifies the call center switch 20 of the determination result by the determination unit 106, and causes the call center switch 20 to execute the process of S107 described later.

  On the other hand, when there is an unused line (S104: Yes), the call center server 10 executes a transfer line number prediction process (S105). Here, with reference to FIG. 9, the details of the operation of the “number of lines for transfer prediction process” in S105 will be described. As shown in FIG. 9, first, the line usage status management unit 102 checks the number of lines whose call time is within the set time in the call center 2 (S201). Subsequently, the transfer line number predicting unit 104 predicts the number of lines confirmed in S201 as the transfer line number (S202). As described above, when the length of the set time is appropriately registered in advance, the transfer line number prediction unit 104 can predict the transfer line number without excess or deficiency.

  Subsequently, the determination unit 106 can receive a call from the customer telephone 30 whether or not the number of transfer lines predicted in S105 is less than the value based on the number of unused lines described above. Whether or not (S106).

  If the number of transfer lines is not less than the value based on the number of unused lines (S106: No), the determination unit 106 determines that the incoming call from the customer telephone 30 is not permitted. Then, the communication unit 108 notifies the call center switch 20 of the determination result by the determination unit 106.

  Subsequently, the call center switch 20 forcibly terminates the call from the customer telephone 30 such as causing the voice response device 22 to send a congestion message to the customer telephone 30 or a sufficient number of unused lines. A process for waiting for the call until it reaches is executed (S107). Thereafter, the customer telephone 30 receives an automatic response from the voice response device 22, for example (S108).

  On the other hand, if the number of transfer lines is equal to or greater than the value based on the number of unused lines (S106: Yes), the determination unit 106 determines that the incoming call from the customer telephone 30 is permitted. To do. Then, the communication unit 108 notifies the call center switch 20 of the determination result by the determination unit 106.

  Subsequently, the call center switch 20 selects one of the unused lines, and causes the operator telephone 24 to receive a call from the customer telephone 30 (S109). Then, the operator telephone 24 receives a call from the customer telephone 30 (S110).

(2-1-3. Effect)
As described above with reference to FIGS. 4, 8, 9, etc., the call center server 10 according to the first embodiment monitors the number of lines used for a call in the call center 2, and When a call from an external line such as the telephone 30 is called, the number of transfer lines is predicted. Then, the call center server 10 compares the predicted number of transfer lines with the number of unused lines in the call center 2 to determine whether to permit incoming calls from outside lines. For this reason, the call center server 10 can appropriately control the incoming call from the outside line according to the state of the call in the call center 2. For example, the call center server 10 can control to receive as many calls from the external line as possible while securing a line necessary for transfer when calling the call from the external line. This leads to improved customer service.

  Further, the line in the call center 2 is set so that it can be used for both incoming calls and transfers. For this reason, the line is not distinguished between the incoming call and the transfer line, so that there is an effect that no line division loss occurs. Also, existing lines can be used as much as possible with little waste.

[2-2. Second Embodiment]
The first embodiment has been described above. As described above, in the first embodiment, the call center server 10 predicts the number of lines whose call time is within the set time as the number of transfer lines. As will be described below, according to the second embodiment, the call center server 10 predicts the number of transfer lines based on the relationship between the length of the call time and the probability that the call during the call will be transferred. Can do.

(2-2-1. Configuration)
FIG. 10 is a functional block diagram showing the configuration of the call center server 10 according to the second embodiment. As shown in FIG. 10, the call center server 10 according to the second embodiment is different from the first embodiment in that the transfer occurrence rate prediction unit 116, the transfer rate relationship prediction unit 118, and the transfer rate relationship table. 120 is newly included.

  The transfer occurrence rate predicting unit 116 predicts a transfer occurrence rate indicating the probability that a call during a call is transferred based on the call transfer result in the call center 2. For example, the transfer occurrence rate prediction unit 116 predicts the transfer occurrence rate based on the relationship between the call duration and the transfer occurrence rate recorded in the transfer rate relationship table 120 described later. Further, for example, when the storage unit 110 stores a predetermined mathematical expression indicating the transfer rate relationship as illustrated in FIG. 11, the transfer line number prediction unit 104 stores the mathematical expression stored in the storage unit 110. May be used to predict the transfer rate.

  The transfer rate relationship predicting unit 118 predicts the relationship between the length of the call time and the transfer rate as shown in FIG. 11 (hereinafter referred to as transfer rate relationship) from the call transfer results in the call center 2, for example. . For example, the transfer rate relationship predicting unit 118 refers to the transfer result table 112, predicts the transfer rate relationship at a predetermined timing, for example, once a month, by the prediction process as shown in FIG. 12, and transfers the prediction result. Record or update in the rate relationship table 120.

  Here, with reference to FIG. 12, the prediction process by the transfer rate relationship prediction unit 118 will be described. First, the transfer rate relationship predicting unit 118 sets “0 (seconds)” to t representing the call time (S301). Subsequently, the transfer rate relationship prediction unit 118 refers to the transfer record table 112 and calculates the total number of calls in a predetermined period such as the past year (S302). Subsequently, the transfer rate relationship predicting unit 118 determines whether t is equal to or less than N (seconds) which is a predetermined upper limit of the call time (S303).

  When t is larger than N (S303: No), the transfer rate relationship predicting unit 118 ends the prediction process. On the other hand, when t is less than or equal to N (S303: Yes), the transfer rate relationship predicting unit 118 refers to the transfer result table 112, and the call time until transfer in a predetermined period is t or more. The number of calls received, that is, the number of calls transferred after t from the start of the call is calculated (S304). For example, in the example of the transfer record table 112 shown in FIG. 6, the transfer rate relationship predicting unit 118 calculates the number of calls for which the call time 1128 until transfer reaches t or more in a predetermined period. To do.

  Subsequently, the transfer rate relationship prediction unit 118 calculates the ratio of the number of cases calculated in S304 to the total number of calls calculated in S302, and predicts it as the transfer occurrence rate at t. Then, the transfer rate relationship predicting unit 118 records the predicted transfer occurrence rate in the transfer rate relationship table 120 in association with t (S305). Subsequently, the transfer rate relationship prediction unit 118 adds 1 (second) to t (S306), and then performs the operation of S303 again.

  In the above description, the transfer rate relationship predicting unit 118 has described an example of predicting the transfer rate relationship every 1 second, but the present invention is not limited to this example, and for example, every 5 seconds or 1 minute. For example, the transfer rate relationship may be predicted at arbitrary time intervals.

  Further, the transfer line number prediction unit 104 according to the second embodiment predicts the transfer line number based on the transfer occurrence rate predicted by the transfer occurrence rate prediction unit 116. More specifically, the transfer line number predicting unit 104 is specified from the call duration of a call during a call in the call center 2 using, for example, the transfer rate relationship recorded in the transfer rate relationship table 120. The number of transfer lines is estimated based on the total transfer occurrence rate.

  For example, the functions of other components such as the line usage status management unit 102 are the same as those in the first embodiment.

(2-2-2. Operation)
The configuration according to the second embodiment has been described above. Subsequently, an operation according to the second embodiment will be described. The operations after S101 to S104 and S106 shown in FIG. 8 are the same as those in the first embodiment. Accordingly, only the operation of S105 will be described here.

  FIG. 13 is a flowchart showing details of the “transfer line number prediction process” in S105 according to the second embodiment. As shown in FIG. 13, first, the transfer rate prediction unit 116 calculates the transfer rate of each line from the call duration of each line based on a predetermined transfer rate relationship (S401). As described above, the predetermined transfer rate relationship may be a transfer rate relationship predicted by the transfer rate relationship prediction unit 118 and recorded in the transfer rate relationship table 120, or may be stored in the storage unit 110 in advance. It may be a predetermined mathematical formula stored.

  Subsequently, the transfer line number prediction unit 104 sums up the transfer occurrence rates predicted in S401 for each line in a call. Then, the transfer line number predicting unit 104 predicts, as the transfer line number, a value obtained by rounding the total value to an integer, for example, by rounding off after the decimal point (S402).

(2-2-3. Effect)
As described above, for example, with reference to FIG. 10 and FIG. 13, the call center server 10 according to the second embodiment performs the transfer rate predicted in advance based on the call duration of the call in the call center 2. Predict the transfer rate using the relationship. Then, the call center server 10 predicts the number of transfer lines by summing up the transfer occurrence rates of the respective lines during a call. For this reason, the call center server 10 can accurately predict the number of transfer lines based on the length of the call time in the call center 2 without excess or deficiency. The call center 2 can receive as many calls from outside lines as possible according to the state of the call.

<3. Modification>
Although the preferred embodiments of the present invention have been described in detail with reference to the accompanying drawings, the present invention is not limited to such examples. It is obvious that a person having ordinary knowledge in the technical field to which the present invention pertains can come up with various changes or modifications within the scope of the technical idea described in the claims. Of course, it is understood that these also belong to the technical scope of the present invention.

  For example, an operator during a call can determine whether or not transfer is possible based on the contents of the call, and if it is determined that there is no transfer possibility, the operator can input “no transfer possibility” to the call center terminal 26. Good. Then, for a line for which no transfer possibility is input, the transfer line number prediction unit 104 may exclude the transfer line number from being predicted.

  In a case where this modification is applied to the first embodiment, for example, the transfer line number prediction unit 104 determines the number of lines whose call time is within a set time from lines that are not input as having no transfer possibility. And the calculated number of lines may be predicted as the number of transfer lines. In the case where this modification is applied to the second embodiment, for example, the transfer line number prediction unit 104 sets the transfer occurrence rate to “0” for a line that is input as having no transfer possibility, and The number of transfer lines may be predicted by summing the transfer occurrence rates of the lines during a call.

2 Call Center 10 Call Center Server 20 Call Center Exchanger 22 Voice Response Device 24 Operator Telephone 26 Call Center Terminal 28 Communication Network 30 Customer Telephone 100 Control Unit 102 Line Usage Status Management Unit 104 Transfer Line Number Prediction Unit 106 Judgment Unit 108 Communication Unit 110 Storage Unit 112 transfer result table 114 line usage status management table 116 transfer occurrence rate prediction unit 118 transfer rate relationship prediction unit 120 transfer rate relationship table 150 CPU
152 ROM
154 RAM
156 Internal bus 158 I / O interface 160 HDD
162 Network interface

Claims (9)

A line usage management unit that monitors the number of lines used for calls in one organization;
A transfer line number prediction unit for predicting the number of lines required for transferring a call during a call in the organization at the time of calling a call from an external line;
A determination unit that determines whether or not to allow an incoming call from the outside line by comparing the predicted number of transfer lines and the number of unused lines in the organization;
An information processing apparatus comprising: The information processing apparatus further includes a transfer occurrence rate predicting unit that predicts a transfer occurrence rate indicating a probability that a call during a call is transferred based on a call transfer result in the organization,
The information processing apparatus according to claim 1, wherein the transfer line number predicting unit predicts the transfer line number based on the transfer occurrence rate. The information processing apparatus further includes a transfer rate relationship prediction unit that predicts a relationship between a call duration and the transfer occurrence rate from the call transfer record,
The transfer line number predicting unit predicts the transfer line number based on a transfer occurrence rate specified using the relationship from a call duration of a call in progress in the organization. The information processing apparatus described in 1.   The information processing according to any one of claims 1 to 3, wherein the transfer line number predicting unit predicts the transfer line number by totaling transfer occurrence rates of lines in a call in the organization. apparatus.   The information processing apparatus according to claim 1, wherein the transfer line number predicting unit predicts, as the transfer line number, a line number that has a call time within a set time when a call from the outside line is placed.   The information processing apparatus according to claim 5, wherein the set time is an average value of a call time until a call is transferred when a past transfer occurs.   7. The transfer line number predicting unit according to claim 1, wherein a line that is determined not to be transferable by an operator in a call is excluded from the prediction target of the transfer line number. Information processing device. Monitoring the number of lines used for calls in one organization;
Predicting the number of lines required for transferring a call during a call in the organization at the time of calling a call from an external line;
Determining whether to allow incoming calls from the outside line by comparing the predicted number of transfer lines with the number of unused lines in the organization;
An information processing method comprising: Computer
A line usage management unit that monitors the number of lines used for calls in one organization;
A transfer line number prediction unit for predicting the number of lines required for transferring a call during a call in the organization at the time of calling a call from an external line;
A judgment unit for judging whether or not to allow an incoming call from the outside line by comparing the predicted number of lines for transfer and the number of unused lines in the organization;
Program to function as

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