JP2015015673A - Call center system, telephone conversation monitoring method, and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a call center system, telephone conversation monitoring method, and program, capable of allowing a supervisor in a call center to preferentially monitor a telephone conversation of an operator who requires assistance.SOLUTION: A call center system includes: preference decision means for acquiring voice data of telephone conversation for each operator terminal, with which an operator is currently in a call, among a plurality of operator terminals, from a relay telephone circuit of relay means to decide the preference for monitoring by analyzing the voice data; preference holding means for holding the preference of each operator currently in a call; voice data holding means for holding voice data for each of the operator currently in a call in time-series order; and selection means for selectively extracting voice data from the voice data holding means to send the extracted voice data to a supervisor terminal, the voice data being extracted on the basis of, the preference held by the preference holding means for each of the operator currently in a call, an elapsed time from when the voice data is held by the voice data holding means, and data length of the voice data held by the voice data holding means.

Description

  The present invention relates to a call center system capable of call monitoring (monitoring), a call monitoring method for a call center system, and a program for the method.

  In general, companies and institutions are provided with a call center where a plurality of operators use telephones to answer telephone calls for various inquiries, merchandise mail orders, and the like. In a call center, a supervisor is arranged in addition to an operator, and it is usual that the supervisor supports a call partner that is difficult for one operator to handle.

  Patent Document 1 discloses an operator work support system that assists an operator who is hesitant to answer a telephone call with a customer at a call center. This support system samples the voice of the operator who is answering the phone, converts it into digital voice data, and analyzes the digital voice data based on a predetermined algorithm to evaluate the operator's degree of confusion in stages. The operator's degree of confusion is appropriately displayed as an alarm on a supporter terminal, which is a supervisor terminal, so that the supporter can listen to the call voice on the operator telephone or select a support method.

  Also, in Patent Document 2, the content of a call is converted into a character string, the character string is compared with a keyword registered in advance, and if the number of matches is multiple, it is determined that the call is from a fraudster. Then, a method of notifying an alarm to a contact is disclosed.

JP 2007-4000 JP 2007-96962 A

  However, in a call center, a supervisor who is notified of an alarm by the system needs to actually listen to and confirm once the content of the call to determine whether or not the corresponding operator needs to be supported, and the supervisor himself / herself needs to judge. The number of operators in the call center depends on the number of operator terminals. However, since it is normal for more than ten operators to engage in each operator terminal even if it is a small one, the supervisor is responsible for all operators. It is difficult to monitor a call and accurately determine the operator who supports the call by himself.

  Accordingly, an object of the present invention is to provide a call center system, a call monitoring method for a call center system, and a program that allow a supervisor to appropriately monitor the call contents of an operator who needs assistance in the call center.

  The call center system according to the present invention is connected to a plurality of operator terminals having a call function, is connected to a supervisor terminal for monitoring an operator's call at each of the plurality of operator terminals, and each telephone line of an external line is connected to the plurality of operators. A call center system comprising relay means for selectively connecting to any one of terminals and enabling a call, wherein an operator of the plurality of operator terminals is in a call from a relay telephone line of the relay means Priority determination means for acquiring voice data of call contents for each operator terminal, analyzing the voice data and determining a priority for monitoring, and holding a priority for holding the priority for each operator during the call And voice data for holding the voice data in time order for each operator during the call Holding means, the priority held in the priority holding means for each operator during the call, the elapsed time since the voice data was held in the voice data holding means, and the voice data holding means Selection means for selectively extracting the voice data from the voice data holding means based on the data length of the held voice data and sending it to the supervisor terminal.

  The call monitoring method of the present invention is connected to a plurality of operator terminals having a call function, is connected to a supervisor terminal for monitoring an operator's call in each of the plurality of operator terminals, and each telephone line of an external line is connected to the plurality of telephone lines. A call center monitoring method for a call center system comprising a relay means for selectively connecting to any one of operator terminals to enable a call, wherein the operator is one of the plurality of operator terminals from a relay telephone line of the relay means. Acquiring voice data of call contents for each operator terminal during a call, analyzing the voice data to determine a priority for monitoring, and maintaining the priority for each operator during the call Holding the voice data for each operator during the call A step of holding in the voice data holding means in order, the priority held in the holding means for each operator during the call, an elapsed time since the voice data was held in the voice data holding means, and Selectively fetching the voice data from the voice data holding means based on the data length of the voice data held in the voice data holding means and sending the voice data to the supervisor terminal. .

  The program of the present invention is connected to a plurality of operator terminals having a call function, is connected to a supervisor terminal for monitoring an operator's call in each of the plurality of operator terminals, and each telephone line of an external line is connected to the plurality of operator terminals. A program for a call center monitoring method of a call center system comprising a relay means for selectively connecting to any one of the above and enabling a call, wherein the plurality of operators are connected to a computer from a relay telephone line of the relay means. Obtaining voice data of call contents for each operator terminal in which the operator of the terminal is in a call, analyzing the voice data to determine a priority for monitoring, and the priority for each operator in the call Holding the degree in the priority holding means, and the operation during the call Holding the voice data in the voice data holding means in time order for each data, the priority held in the holding means for each operator during the call, and the voice data held in the voice data holding means A step of selectively extracting the voice data from the voice data holding means based on the elapsed time since then and the data length of the voice data held in the voice data holding means, and sending it to the supervisor terminal; It is characterized by executing.

  According to the present invention, the voice data of the call contents for each of the operator terminals in which the operator of the plurality of operator terminals is in a call is acquired, the voice data is analyzed to determine the priority for monitoring, The priority for each operator is held in the priority holding means, the voice data is held in the voice data holding means in time order for each operator in a call, and the priority held in the priority holding means for each operator in a call The voice data is selectively extracted from the voice data holding means based on the elapsed time since the voice data is held in the voice data holding means and the data length of the voice data held in the voice data holding means. Since it is sent to the terminal, the supervisor can appropriately monitor the call content of the operator who needs assistance. .

It is a block diagram which shows the structure of the call center system by this invention. It is a block diagram which shows the structure of the call monitor control apparatus in the system of FIG. It is a figure which shows the content of call information. It is a figure which shows the content of supervisor information. It is a figure which shows each cue | queue and queue management part of the audio | voice control part in the call monitor control apparatus of FIG. It is a block diagram which shows the structure of the operator terminal in the system of FIG. It is a block diagram which shows the structure of the supervisor terminal in the system of FIG. It is a sequence diagram which shows the audio | voice data selection output process of the system of FIG. It is a sequence diagram which shows the logon process of the system of FIG. It is a sequence diagram which shows the priority designation | designated process of the system of FIG. It is a figure which shows another example of supervisor information. It is a sequence diagram which shows the alarm notification process of the system of FIG.

  Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.

  FIG. 1 shows an IP (Internet Protocol) call center system 10 according to the present invention.

  The IP call center system 10 includes a gateway device 20, a call control device 30, a call monitor control device 40, operator terminals 50 (1) to 50 (i), and a supervisor terminal 60. Further, the IP call center system 10 includes network devices such as a router 71, a switch 72, and a wireless access point 73, and the gateway device 20, the call control device 30, the call monitor control device 40, an operator terminal are provided by these network devices. 50 (1) -50 (i) and the supervisor terminal 60 can be connected to each other or to the Internet.

  The call control device 30 controls the switch 72 in response to the incoming call supplied from the outside line via the gateway device 20, and receives the call at any one of the operator terminals 50 (1) to 50 (i). Relay the call.

  The operator terminals 50 (1) to 50 (i) are i (i is a plurality) operator terminals, and have, for example, a transmission / reception function. The transmission / reception function is a function that reproduces voice according to voice data supplied as a packet, and converts the voice input to a microphone (not shown) into data and outputs it as a packet. The operator terminal may be a telephone-dedicated device such as an IP telephone or a mobile phone, and a softphone may be installed on a PC (personal computer) or a smartphone for use. Further, an individual telephone and a PC may be linked. In FIG. 1, as an example, each of the operator terminals 50 (1) to 50 (i) can be connected to the switch 72 via a wired LAN, or can be connected to the wireless access point 73 via a wireless LAN. In the wireless LAN, each of the operator terminals 50 (1) to 50 (i) is connected to the outside line via the gateway device 20, the switch 72, the router 71, and the wireless access point 73.

  The gateway device 20, the call control device 30, the router 71, the switch 72, and the wireless access point 73 selectively connect each external telephone line to any one of the plurality of operator terminals 50 (1) to 50 (i). This corresponds to the relay means for routing the call.

  The supervisor terminal 60 can use any terminal having a transmission / reception function, and may be the same as the operator terminal. The call monitor control device 40 switches voice data of a call between the operator terminals 50 (1) to 50 (i) in the IP call center system 10 and an external telephone (not shown) connected to the gateway device 20. 72, and the collected voice data can be sent to the supervisor terminal 60.

  FIG. 2 shows the internal configuration of the call monitor control device 40. The call monitor control device 40 includes a voice transmission / reception unit 41, a voice analysis unit 42, a priority information holding unit 43, and a voice control unit 44. Each of the voice transmission / reception unit 41, the voice analysis unit 42, the priority information holding unit 43, and the voice control unit 44 may be configured by executing a program by a computer. The voice transmission / reception unit 41 receives voice data during a call in the IP call center system 10 and supplies the voice data to the voice analysis unit 42. In addition, the voice transmission / reception unit 41 sends the voice data supplied from the voice control unit 44 to the supervisor terminal 60. The voice analysis unit 42 corresponds to priority determination means, analyzes the voice data supplied from the voice transmission / reception unit 41, determines the priority for each call, and generates call information including the priority. The call information includes an operator ID and priority as indicated by reference numeral 80 in FIG. 3, but may include voice data. Call information is generated for each specific amount of audio data. The priority is a value in the range of 0 to 1, and is a priority for monitoring the content of the operator's call. In the priority determination method by the voice analysis unit 42, for example, as shown in Patent Document 2, voice data is converted into a character string, and the presence of a specific keyword (for example, anger word) is determined in the character string. The higher the priority of the specific keyword, the higher the priority is determined. The voice data analyzed by the voice analysis unit 42 is supplied to the voice control unit 44.

  The priority information holding unit 43 corresponds to a priority holding unit, acquires the operator ID and priority in the call information supplied from the voice analysis unit 42, and stores them as supervisor priority information (see FIG. Not shown). When there are a plurality of supervisors, priority information is held for each supervisor. The priority information holding unit 43 receives requests from the operator terminals 50 (1) to 50 (i) and the supervisor terminal 60, and changes the priority according to the requests. For example, the priority is changed to 0 or 1.

  FIG. 4 shows the contents of the supervisor information held in the priority information holding unit 43. The supervisor information is indicated by reference numeral 90 and has a supervisor ID (SID # 1) and priority information. The priority information includes a call operator ID (OID1 to OIDj), a priority (P1 to Pj), and a priority fixed flag (F1 to Fj), and is created only for the operator during the call. j is equal to the number of operators currently in a call, and j = i when operators of all operator terminals 50 (1) to 50 (i) are in a call. The priority information holding unit 43 may include a table including a call operator ID for each operator terminal, a priority, and a priority fixed flag holding area for holding supervisor information. As the call operator ID and priority, the same information as the operator ID and priority of the call information is stored. The fixed priority flag is used when the priority of the operator's call that the supervisor wants to monitor is specified. When the priority fixed flag is true (1), the priority is fixed at a value (for example, 1) designated by the supervisor, and the priority of the call information created by the voice analysis unit is not reflected in the supervisor information. When the priority fixed flag is false (0), the priority is fixed at another value (for example, 0) designated by the supervisor, and the priority of the call information created by the voice analysis unit remains in the supervisor information as it is. Maintained. The supervisor information is created for each supervisor when there are a plurality of supervisor terminals 60, and the content may be different for each supervisor.

  The voice control unit 44 corresponds to voice data holding means and selection means, stores the voice data of the call supplied from the voice analysis unit 42 in the queue for each operator terminal in time order, and is held by the priority information holding unit 43. On the basis of the priority information of the supervisor, the voice data is selectively extracted in order from the voice data having the highest priority, and is sent to the supervisor terminal 60 via the voice transmission / reception unit 41.

  FIG. 5 illustrates the above-described cue in the voice control unit 44. When the supervisor logs on to the call monitor control device 40 by the supervisor terminal 60, queues 100 (1) to 100 (j) for each operator of the supervisor are created. In each of the queues 100 (1) to 100 (j), voice data of call contents is stored in order for each call. The queues 100 (1) to 100 (j) may be created only for the operator who is talking. In each of the queues 100 (1) to 100 (j), the corresponding operator ID, the last extraction date and time of the voice data, and the number of data stored in the queue are stored separately from the voice data. The audio control unit 44 selects and extracts audio data from the queue based on the priority as described above. The queue management unit 45 controls the audio data extraction. The queue management unit 45 extracts voice data from any one of the queues 100 (1) to 100 (j) based on the priority for each call in the supervisor information in the priority information holding unit 43.

  The queue management unit 45 calculates the queue retrieval priority for each call at a predetermined time apart from the priority for each call in the supervisor information. The predetermined time is, for example, several minutes, and is long enough to understand the content of the call. Queue retrieval priority = P × T × L. Here, P (0 ≦ P ≦ 1) is the priorities P1 to Pj for each call included in the supervisor information. T represents the elapsed time from the last retrieval date and time of the queue to the present time, and L represents the stored data length (data amount) of the queue. The queue management unit 45 calculates the queue retrieval priority for each queue, and acquires audio data from the queue having the largest value. The extracted voice data is transmitted to the voice transmission / reception unit 41, packetized by the voice transmission / reception unit 41, and transmitted to the supervisor terminal 60.

  FIG. 6 shows the internal configuration of each of the operator terminals 50 (1) to 50 (i). Each of the operator terminals 50 (1) to 50 (i) has a voice transmission / reception unit 111, a voice reproduction unit 112, and a voice input unit 113 that perform a call function. The voice transmission / reception unit 111 has a function of receiving voice data supplied as a packet from the switch 72 by a wired signal or from the wireless access point 73 by a wireless signal. The audio data received by the audio transmission / reception unit 111 is reproduced as an audio output by the audio reproduction unit 112. The voice input unit 113 supplies the voice input from the microphone to the voice transmission / reception unit 112 as voice data. Audio data from the audio input unit 113 is packetized by the audio transmission / reception unit 113 and output to a destination (for example, an external telephone).

  Each of the operator terminals 50 (1) to 50 (i) further includes an information communication unit 114. The information communication unit 114 has a function of notifying the priority information holding unit 43 of the call monitor control device 40 of alarm information.

  FIG. 7 shows the internal configuration of the supervisor terminal 60. The supervisor terminal 60 includes an audio transmission / reception unit 61, an audio reproduction unit 62, an audio input unit 63, and a call monitor control unit 64. The voice transmission / reception unit 61 has a function of receiving voice data transmitted as a packet from the call monitor control device 40. The audio data received by the audio transmission / reception unit 61 is reproduced by the audio reproduction unit 62. The voice input unit 63 supplies the voice input from the microphone to the voice transmission / reception unit 61 as voice data. The voice data from the voice input unit 63 is packetized by the voice transmission / reception unit 61 and output to a destination (for example, one of the gateway device 20 and the operator terminals 50 (1) to 50 (i)). Note that the supervisor terminal 60 may not have the voice input unit 63 when the supervisor only monitors the call.

  The call monitor control unit 64 has a function of transmitting a command for controlling the call monitor sound by the operation of the supervisor to the priority information holding unit 43 of the call monitor control device 40.

  In this embodiment, the call monitor control device 40 receives the voice data during the call of the operator at the operator terminal in the IP call center system 10, and the voice data of the call having a high monitoring priority among the received voice data of each operator. Is sent to the supervisor terminal 60.

  FIG. 8 shows a sequence from when the call monitor control device 40 receives voice data during a call until the voice data of a call having a high monitoring priority is sent to the supervisor terminal 60.

  In the call monitor control device 40, the voice transmission / reception unit 41 acquires the voice data of the contents of the call between the operator and the other party on the outside line (step S11). As an acquisition method, for example, a method of capturing a voice packet transmitted between the gateway device 20 in the IP call center system 10 and the switch 72 from the switch 72 is conceivable. After the voice data during the call is acquired by the voice transmission / reception unit 41, the voice data is transmitted to the voice analysis unit 42 (step S12). The voice analysis unit 42 analyzes the acquired voice data and creates call information for each call (step S13). In the call information, as shown in FIG. 3, an operator ID that is making a call and a priority in the call are set. After creating the call information, the voice analysis unit 42 transmits the call information to the priority information holding unit 43 (step S14). When the priority information holding unit 43 acquires the call information, the priority of the target operator ID of the supervisor information held in the priority information holding unit 43 is updated with the priority of the call information (step S15). When the operator information of the call information does not exist in the supervisor information, a new operator ID field is created.

  Simultaneously with transmitting the call information to the priority information holding unit 43, the voice analysis unit 42 transmits the voice data in association with the operator ID to the voice control unit 44 (step S16). The voice data transmitted in step S16 may be voice data from which silence has been removed by voice analysis. The voice control unit 44 that has acquired the voice data stores the voice data in a queue (any one of 100 (1) to 100 (j)) corresponding to the operator ID associated with the voice data (step S17). ). As described above, each of the queues 100 (1) to 100 (j) holds the operator ID corresponding to the stored voice data, the last extraction date and time of the voice data, and the number of voice data stored in the queue. Has been. After the audio data is stored in the queue, the queue management unit 45 in the audio control unit 44 calculates the above-described queue retrieval priority based on the supervisor information held in the priority information holding unit 43, and from that time The voice data of the call with a high priority of taking out is taken out from the queue (step S18) and transmitted to the voice transmitting / receiving unit 41 (step S19). The audio data may be transmitted in packets. The voice transmission / reception unit 41 transmits the voice data received from the voice control unit 44 to the supervisor terminal 60 (step S20). When a cue from which sound is taken out is selected, the sound is continuously transmitted over the predetermined time described above in order to ensure the continuity of the sound. As a result, the supervisor terminal 60 allows the supervisor to listen to the call contents of the operator who is highly required to be monitored among the plurality of operators who are in the call. Although not shown in the figure, when a predetermined time elapses from the execution of step S18, the queue management unit 45 calculates the queue extraction priority again and determines the queue from which the audio data is extracted.

  When the voice data is extracted from the queue, if the voice data is older than the time set from the current time, the voice control unit 44 discards the voice data without transmitting it to the voice transmission / reception unit 41. By discarding the old audio data, it is possible to prevent the real-time property of the monitoring audio from being lost.

  FIG. 9 shows a logon process when the supervisor logs on from the supervisor terminal 60. This logon process is started when the supervisor logs on to the call monitor control device 80 from the supervisor terminal 60 when executing the call monitoring. In the log-on process, first, a log-on message is notified from the call monitor control unit 64 of the supervisor terminal 60 to the priority information holding unit 43 of the call monitor control device 40 (step S21). The logon message includes the supervisor ID and the IP address of the supervisor terminal. When the priority information holding unit 43 of the call monitor control device 40 receives the logon message, a table of supervisor information (reference numeral 90 in FIG. 4) including the supervisor ID is created in the above-described memory in the priority information holding unit 43 ( Step S22). After creating the supervisor information, the priority information holding unit 43 executes a queue creation request for the supervisor logged on to the voice control unit 44 (step S23). When receiving the queue creation request, the voice control unit 44 creates the queues 100 (1) to 100 (j) for storing the voice data (step S24). After creating the queue, the voice control unit 44 notifies the priority information holding unit 43 of the queue creation result (step S25). When all these processes are completed, the priority information holding unit 43 notifies the supervisor terminal 60 of a logon process result indicating that the logon is completed (step S26). As described above, since the supervisor can create supervisor information for the supervisor by logging on to the call monitor control device 40, the supervisor executes the call monitoring of the operator shown in FIG. 8 from the supervisor terminal 60. Can do.

  FIG. 10 shows the priority designation processing when the supervisor designates priority. The supervisor can specify the priority of the call he / she wishes to monitor by operating the supervisor terminal 60, and when such a designation is input by the operation, the call monitor control unit 64 of the supervisor terminal 60 performs call monitor control. A monitoring priority message is transmitted to the priority information holding unit 43 of the device 40 (step S31). The monitoring priority message includes, for example, priority designation information for designating an operator (operator ID) in a call. When the priority information holding unit 43 receives the monitoring priority message from the supervisor terminal 60, the priority of the designated operator's call in the supervisor information is set to 1, and the priority fixed flag is true (value of 1). (Step S32). In step S32, the priority of another call may be set low. When a plurality of supervisor terminals 60 are provided and a plurality of supervisor information exists in the priority information holding unit 43, the supervisor information corresponding to the supervisor ID included in the monitoring priority message is selected.

  In the voice control unit 44, the queue management unit 45 refers to the priority of the supervisor information changed according to the designation of the supervisor, calculates the queue retrieval priority, and acquires voice data from the queue according to the queue retrieval priority. (Step S33), and transmits to the voice transmitting / receiving unit 41 (step S34). The voice transmission / reception unit 41 of the call monitor control device 40 transmits voice data to the supervisor terminal 60 (step S35). Steps S33 to S35 are the same processing as steps S18 to S20 described above. In this way, by setting the priority of the call designated by the supervisor as high as 1, the call designated by the supervisor is given priority and the voice data of the call is sent to the supervisor terminal 60. Thus, the supervisor's terminal 60 can monitor the voice of the operator who wants to monitor. When the supervisor operates the supervisor terminal 60 to cancel the priority designation of a specific call, the priority fixed flag for the call is canceled. In addition, the priority information of other calls that have been set low is restored.

  The supervisor may designate the value of the evaluation item of the operator instead of designating the operator to be monitored with priority. As the evaluation items of the operator, for example, as shown in FIG. 11, “Language for customer”, “Frequency of mistakes”, “Working attitude”, and “Year of service” are used. When these operator evaluation items are used, the value of the evaluation item is 0 if the wording for the customer is good or not, in the monitoring priority message as described above by the supervisor or by another method. 1, if the “frequency of mistakes” is low (relative to the threshold), 0, if it is high, 1 if “working attitude” is good, 1 if it is bad, If the “year of service” is 1 year or more, it is designated as 0 if it is less than 1 year. As shown in the supervisor information in FIG. 11, the “priority” of an operator whose evaluation item among these four items has a value of 1 or more is changed to 1, and the “priority” of the operator of less than two items is changed to “priority”. "Is set to 0. The “priority” referred to here may be the above-described fixed priority flag. Thus, by setting the priority of call monitoring using the value of the evaluation item of the operator, the supervisor can preferentially monitor the call voice of the operator that needs to be monitored. In addition, when there are multiple supervisors, supervisor information indicating the values of such operator evaluation items is created for each supervisor, and it is possible to preferentially monitor operator voices that need to be monitored for each supervisor. it can.

  In the above-described embodiment, each operator terminal 50 (1) to 50 (i) can notify an alarm from each of the operator terminals 50 (1) to 50 (i) when supervisory assistance is required. it can. FIG. 12 shows a sequence of an alarm notification method from the operator terminals 50 (1) to 50 (i). Each of the operator terminals 50 (1) to 50 (i) transmits an alarm message to the priority information holding unit 43 of the call monitor control device 40 by the operation of the operator when supervisor assistance is required (step S41). ). The alarm message includes an operator ID. The priority information holding unit 43 that has received the alarm message sets the priority of the call information having the operator ID included in the alarm message among the call information held inside the priority information holding unit 43 ( Step S42). The priority value is set higher by, for example, 20% than the original value of the call information with 1 as the upper limit. After changing the priority of the call information, the supervisor information is updated based on the call information (step S43). Since the supervisor information is updated based on the call information, the priority of the call related to the operator who has notified the alarm message becomes high. After updating the supervisor information, the voice control unit 44 calculates the queue retrieval priority by the queue management unit 45 based on the supervisor information, and the voice data is selectively retrieved from the queue according to the result (step S44). Audio data is transmitted to the transmission / reception unit 41 (step S45). The voice transmission / reception unit 41 sends voice data to the supervisor terminal 60 (step S46). Steps S44 to S46 are the same processes as steps S18 to S20 described above. Therefore, in the supervisor terminal 60, the content of the call via the operator terminal (at least one of 50 (1) to 50 (i)) that has notified the alarm message is preferentially reproduced.

  In the above-described embodiment, priority is set for each operator's call in the call monitor control device 40, and the voice data of the call to be sent to the supervisor is selectively extracted based on the priority. The voice of each operator in the IP call center system 10 is reproduced for several seconds. In addition, the call voice of the operator related to a call with a high priority is reproduced for a longer time than the voice of other calls. As described above, since the supervisor can monitor the call voice of the operator with an appropriate reproduction time, the supervisor can appropriately find the operator who needs the call assistance.

  In addition, since it is possible to specify the priority for a specific operator's call from the supervisor, a monitoring priority message is transmitted from the supervisor terminal to the call monitor control device 40 when only the voice from the specific operator is to be monitored. By doing so, it is possible to monitor a specific operator's call regardless of the priority information automatically set by the call monitor control device 40.

  Furthermore, since the priority of the supervisor information can be changed according to the alarm message from the operator terminal, the supervisor can listen with priority to the operator's call of the operator terminal to which the alarm message is transmitted. Therefore, it is possible to notice the necessity of assistance from the operator, and it is possible to take appropriate measures.

DESCRIPTION OF SYMBOLS 10 IP call center system 20 Gateway apparatus 30 Call control apparatus 40 Call monitor control apparatus 41, 61, 111 Voice transmission / reception part 42 Voice analysis part 43 Priority information holding part 44 Voice control part 45 Queue management part 50 (1) -50 (i ) Operator terminal 60 Supervisor terminal 62, 112 Voice playback unit 63, 113 Voice input unit 64 Call monitor control unit 71 Router 72 Switch 73 Wireless access point 80 Call information 90 Supervisor information 100 (1) to 100 (j) Queue 114 Information communication Part

Claims (12)

Connected to a plurality of operator terminals having a call function, connected to a supervisor terminal for monitoring an operator's call in each of the plurality of operator terminals, and each telephone line of an external line to any one of the plurality of operator terminals A call center system comprising relay means for selectively connecting and enabling a call,
The voice data of the contents of the call for each of the operator terminals in which the operator is in a call is acquired from the relay telephone line of the relay means, and the priority for monitoring is determined by analyzing the voice data. Priority determination means;
Priority holding means for holding the priority for each operator during the call;
Voice data holding means for holding the voice data in time order for each operator during the call;
The priority held in the priority holding means for each operator during the call, the elapsed time since the voice data was held in the voice data holding means, and held in the voice data holding means A call center system comprising: selection means for selectively extracting the voice data from the voice data holding means based on the data length of the voice data and sending the voice data to the supervisor terminal.   The selection unit multiplies the priority, the elapsed time, and the data length for each operator in the call, and extracts from the voice data holding unit in order from the voice data of the operator having the largest multiplication result. The call center system according to claim 1.   The call center system according to claim 2, wherein the call center system includes the plurality of operator terminals. The supervisor terminal has means for generating a logon message in accordance with the operation of the supervisor,
In response to the logon message, the priority holding means creates a table for holding the priority for each operator during the call for the supervisor, and the voice data holding means performs the voice for each operator during the call. 4. The call center system according to claim 3, wherein a queue for the supervisor for holding data is created.   5. The call center system according to claim 4, wherein the selection unit sequentially extracts the voice data from the queue corresponding to an operator having a large multiplication result. The supervisor terminal has means for generating a monitoring priority message indicating priority designation information for monitoring of a specific operator according to the operation of the supervisor,
The priority holding unit holds the priority of the specific operator higher than a value determined by the priority determination unit according to the priority designation information of the monitoring priority message. Item 4. The call center system according to Item 1.   7. The call center system according to claim 6, wherein the priority designation information is information for designating the priority of the specific operator to be fixed to a predetermined value.   8. The call center system according to claim 7, wherein the priority designation information is at least a value of an evaluation item of the specific operator.   The call center system according to claim 1, wherein the call center system includes the supervisor terminal. The operator terminal has means for generating an alarm message in response to an operation of the operator during the call,
The priority holding means holds the priority of the operator during the call of the operator terminal that generated the alarm message in response to the alarm message higher than the value determined by the priority determination means. The call center system according to claim 9. Connected to a plurality of operator terminals having a call function, connected to a supervisor terminal for monitoring an operator's call in each of the plurality of operator terminals, and each telephone line of an external line to any one of the plurality of operator terminals A call center monitoring method for a call center system comprising relay means for selectively connecting and enabling a call,
Voice data of call contents for each operator terminal in which the operator is in a call is sequentially acquired from the relay telephone line of the relay means in predetermined data units, and the voice data is analyzed and monitored. Determining a priority with respect to,
Holding the priority for each operator during the call in a priority holding means;
Holding the voice data in the voice data holding means in time order for each operator during the call;
The priority held in the holding unit, the elapsed time since the voice data was held in the voice data holding unit, and the voice held in the voice data holding unit for each operator during the call And a step of selectively retrieving the voice data from the voice data holding means based on the data length of the data and sending the voice data to the supervisor terminal. Connected to a plurality of operator terminals having a call function, connected to a supervisor terminal for monitoring an operator's call in each of the plurality of operator terminals, and each telephone line of an external line to any one of the plurality of operator terminals A program for a call monitoring method of a call center system comprising relay means for selectively connecting and enabling a call,
On the computer,
Voice data of call contents for each operator terminal in which the operator is in a call is sequentially acquired from the relay telephone line of the relay means in predetermined data units, and the voice data is analyzed and monitored. Determining a priority with respect to,
Holding the priority for each operator during the call in a priority holding means;
Holding the voice data in the voice data holding means in time order for each operator during the call;
The priority held in the holding unit, the elapsed time since the voice data was held in the voice data holding unit, and the voice held in the voice data holding unit for each operator during the call And a step of selectively fetching the voice data from the voice data holding means based on the data length of the data and sending it to the supervisor terminal.

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