JP2017063262A - Operator support system, communication control program, and communication control method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an operator support method capable of rapidly performing supervisor's support to an operator of a call center having a telephone conversation with a user.SOLUTION: A voice sharing function part 61 of a whispering function part 60 equipped in a CTI server 50 enables a supervisor telephone set 32 to receive telephone conversation between an operator telephone set 22 and an outside line telephone 3. In a screen sharing function part 62, a screen having the same content as that displayed on a display part 23 of an operator operation terminal 21 of an operator terminal 20 is made to be displayed on the display part 33 of a supervisor operation terminal 31 of a supervisor terminal 30. When predetermined operation is performed on the supervisor operation terminal 31, processing according to this predetermined operation is executed on the operator terminal 20.SELECTED DRAWING: Figure 1

Description

  The present invention relates to an operator support system, a communication control device, a communication control program, and a communication control method.

  Conventionally, in a call center system having a communication control device, a conversation voice transmitted and received between an operator's telephone and a user's telephone (for example, a customer, an inquirer, a product user, an orderer, etc.) is monitored. A technique has been proposed in which a supervisor's (supervisor, manager) telephone is notified when an abnormal conversation is detected, and voice advice can be transmitted from the supervisor's telephone to the operator's telephone (for example, Patent Document 1).

  In the call center system of the technique described in Patent Document 1, the voice transmitted from the supervisor telephone to the operator telephone is not transmitted to the user telephone. Therefore, the technique described in Patent Document 1 can prompt the operator to take an appropriate action without notifying the user that the supervisor has given advice to the operator using voice.

JP 2010-141804 A

  The technique described in Patent Document 1 can provide advice to the operator from the supervisor using voice. However, the technique described in Patent Document 1 cannot monitor a screen displayed on an operator's terminal used for providing a service to a user or recording user information. Therefore, the technique described in Patent Literature 1 has a problem in that it may not be able to provide appropriate advice on a screen displayed on an operator's terminal in a scene where a specific location is indicated or a specific operation is instructed. Have.

  The present invention has been made in view of such a background, and an operator support system, a communication control device, and a communication that can provide support using a screen information by a supervisor to an operator of a call center that is talking to a user. It is an object to provide a control program and a communication control method.

  In order to solve the above problems, an operator support system according to the present invention includes a first display unit, an operator terminal that transmits and receives voice data to and from a communication terminal, a second display unit, and an input unit. A call center operator support system comprising: a supervisor terminal that receives voice data transmitted and received between the communication terminal and the operator terminal, and transmits voice data to the operator terminal; and a communication control device. The communication control device is configured to display a screen having the same content as the screen displayed on the first display unit on the second display unit. An operation synchronization process for causing the operator terminal to execute a process corresponding to the input operation when a predetermined input operation is performed on the input unit of the supervisor terminal. Characterized by comprising a screen sharing synchronization control means for executing and.

  In order to solve the above problems, a communication control apparatus according to the present invention has a first display unit, is connected to an operator terminal that transmits and receives audio data to and from a communication terminal, and includes a second display unit and an input unit. A communication control device connected to a supervisor terminal for receiving voice data transmitted and received between the communication terminal and the operator terminal and transmitting voice data to the operator terminal, The communication control device includes: a screen sharing process for causing the second display unit to display screen information having the same content as the screen information displayed on the first display unit; and the supervisor terminal during execution of the screen sharing process. A screen sharing synchronization control unit that executes an operation synchronization process for causing the operator terminal to execute a process corresponding to the input operation when a predetermined input operation is performed on the input unit Characterized by comprising a.

  In order to solve the above problems, a program according to the present invention has a first display unit, is connected to an operator terminal that transmits and receives audio data to and from a communication terminal, and has a second display unit and an input unit. And a computer connected to a supervisor terminal for receiving voice data transmitted and received between the communication terminal and the operator terminal and transmitting voice data to the operator terminal is displayed on the first display unit. Screen information having the same content as the screen information being displayed is displayed on the second display unit, and a predetermined input operation is performed on the input unit of the supervisor terminal during the execution of the screen sharing process. When this occurs, the operator terminal is caused to function as a screen sharing synchronization control unit that executes an operation synchronization process for executing a process according to the input operation. To.

  In order to solve the above-described problem, an operator support method according to the present invention includes a first display unit, is connected to an operator terminal that transmits and receives audio data to and from a communication terminal, and includes a second display unit and an input unit. A communication control method in a communication control apparatus connected to a supervisor terminal for receiving voice data transmitted and received between the communication terminal and the operator terminal and transmitting voice data to the operator terminal. The communication control device is configured to display screen information having the same content as the screen information displayed on the first display unit on the second display unit, and during the execution of the screen sharing process. An operation synchronization process for causing the operator terminal to execute a process according to the input operation when a predetermined input operation is performed on the input unit of the supervisor terminal. Characterized in that it comprises a screen sharing synchronization controlling step of rows.

  ADVANTAGE OF THE INVENTION According to this invention, the assistance using the screen information by a supervisor can be performed with respect to the operator who is carrying out a telephone call with the user who uses a communication terminal.

The block diagram of the call center system containing the structure of the operator assistance system of this invention. The sequence diagram of the process which establishes the voice line between an outside line telephone and an operator telephone. Explanatory drawing of a voice sharing process. Explanatory drawing of a screen sharing process. The sequence diagram of the process which performs voice sharing and screen sharing between an operator terminal and a supervisor terminal via a CTI server apparatus. Explanatory drawing of the situation in which an operator is supported by a supervisor (before remote operation). Explanatory drawing of the situation where the supervisor supports the operator (after remote operation). Explanatory drawing of the structure which assists the operator of a some operator terminal by one supervisor terminal (before remote operation). Explanatory drawing of the structure which supports the operator of several operator terminals by one supervisor terminal (after the 1st remote operation). Explanatory drawing of the structure which supports the operator of several operator terminals by one supervisor terminal (after the 2nd remote operation).

  An embodiment of the present invention will be described with reference to FIGS. Referring to FIG. 1, a call center system 1 according to the present embodiment includes the configuration of an operator support system according to the present invention, and includes operator terminals 20a, 20b, 20c, 20d,. A supervisor terminal 30 arranged in the supervisor room RM2, and a CTI (Computer Telephony Integration) server device 50 connected to the operator terminal 20 and the supervisor terminal 30 via the LAN 10 so as to be able to communicate with each other. It is configured to include.

  The operator terminal 20a is used by an operator Poa (a at the end indicates that the operator is an operator of the operator terminal 20a), and an operator telephone 22a and a display unit 23a (an example of the first display unit of the present invention) are used. And an operator operation terminal 21a provided. Hereinafter, the operator telephones 22a, 22b, 22c, 22d,. In addition, the display units 23a, 23b, 23c, 23d,... Are collectively referred to as the display unit 23 of the operator terminal 20, and the operator operation terminals 21a, 21b, 21c, 21d,. Furthermore, the operators Poa, Pob, Poc,... Are collectively referred to as an operator Po.

  The operator operation terminal 21 is an input / output device that is used when the operator Po performs call center operations and is related to information on various functions of the call center. The operator operation terminal 21 is configured by a computer terminal such as a personal computer, for example.

  The operator telephone 22 is an input / output device for information related to voice calls of various functions of the call center system 1 that is used when the operator Po makes outgoing / incoming calls. The operator telephone 22 is constituted by an IP telephone, for example.

  Note that, as the operator telephone set 22, for example, a soft phone that uses voice input / output by a handset or a headset connected to the operator operation terminal 21 may be used.

  The supervisor terminal 30 is an input / output device that is used when a supervisor Ps (a supervisor, manager, or supervisor of the operator Po) performs a call center operation and is related to information on various functions of the call center system 1. The supervisor terminal 30 includes a supervisor telephone 32 and a supervisor operation terminal 31 having a display unit 33 (which is an example of a second display unit of the present invention).

  The supervisor operation terminal 31 is configured by a computer terminal such as a personal computer, for example, and includes an input unit such as a keyboard and a mouse.

  The supervisor telephone 32 is an input / output device for information related to voice calls of various functions of the call center system 1 and is used when the supervisor Ps makes outgoing / incoming calls. The supervisor telephone 32 is constituted by an IP telephone, for example.

  Note that as the supervisor telephone 32, for example, a soft phone that uses voice input / output by a handset, a headset, or the like connected to the supervisor operation terminal 31 may be used.

  The LAN 10 is connected to the public switched telephone network 2 via a VoIP-GW (Voice over Internet Protocol Gateway) device 11, and the operator terminal 20 is connected to the outside line telephone via the VoIP-GW device 11 and the public switched telephone network 2. 3 (speech user's telephone, which is an example of the communication terminal of the present invention).

  The user Pc can receive the service provided by the call center system 1 by connecting the outside line telephone 3 to the VoIP-GW apparatus 11 of the call center system 1 through the public switched telephone network 2.

  The VoIP-GW apparatus 11 is an apparatus for converting analog voice data used in the public switched telephone network 2 into a voice bucket and communicating voice packets with the CTI server apparatus on the LAN 10 in the call center system 1. .

  The CTI server device 50 (which is an example of the communication control device of the present invention) is an arithmetic device configured by a CPU, a memory, various interface circuits, and the like (not shown), and a control program for the CTI server device 50 held in the memory By being executed by the CPU, it functions as a whispering function unit 60, a call control processing unit 70, and an IVR (Interactive Voice Response) processing unit 80.

  The whispering function unit 60 includes a voice sharing function unit 61 and a screen sharing function unit 62 (which is an example of a screen sharing synchronization control unit of the present invention). The voice sharing function unit 61 causes the supervisor telephone 32 to share a line that is in a call between the operator telephone 22 and the external telephone 3 (establishing a three-way call). As a result, the supervisor Ps can monitor (monitor) the content of the call between the user Pc and the operator Po by the supervisor telephone 32.

  The screen sharing function unit 62 performs remote connection processing from the supervisor operation terminal 31 to the operator operation terminal 21, and displays a screen having the same content as the screen of the display unit 23 of the operator terminal 20 on the display unit 33 of the supervisor operation terminal 31. Then, the supervisor Ps makes the screen of the display unit 23 of the operator operation terminal 21 operable (establishing a remote desktop connection).

  The call control processing unit 70 includes an ACD (Automatic Call Distribution) processing unit 71, and the ACD processing unit 71 automatically determines which operator terminal 20 is associated with an incoming call from the outside line telephone 3. To decide.

  The IVR processing unit 80 uses the IVR function to perform exchange of data in advance in the ACD processing unit 71 of the call control processing unit 70 for determining which operator device 20 is to be associated with.

  Next, a process for establishing a voice line connection between the external phone 3 of the user Pc and the operator telephone 22 of the operator Po will be described with reference to FIG.

  When a signal requesting a call connection from the external telephone 3 arrives at the CTI server device 50 (STEP 1), the call control processing unit 70 of the CTI server device 50 returns a reception response (STEP 2). The outside line telephone 3 and the CTI server device 50 are connected by a route of the outside line telephone 3 → the public switched telephone network 2 → the VoIP-GW apparatus 11 → the CTI server apparatus 50.

  In the CTI server device 50, after the IVR processing unit 80 performs the IVR processing (STEP 3), the process proceeds to the operator call processing (STEP 4 to STEP 6). Here, in the IVR processing, for example, IVR data is taken out and sent to the outside line telephone 3 side, and a PB signal or the like from the outside line telephone 3 side is received, and a group of related operator terminals 20 (for example, hotel Front department, accounting department, reservation department, etc.). A CTI server device 50 that does not have an IVR processing function may be employed.

  When the CTI server device 50 recognizes the group of operator terminals 20, the CTI server device 50 transmits an operator calling guidance for notifying the operator calling to the external telephone 3 (STEP 4), and the ACD processing of the call control processing unit 70 in the transmission period. The unit 71 selects the operator terminal 20 by ACD processing or the like (STEP 5), and the CTI server device 50 notifies the selected operator terminal 20 of the incoming call (STEP 6).

  When the operator Po responds through the operator terminal 20 (the operator operation terminal 21 or the operator telephone 222) and this response is notified to the CTI server device 50 (STEP 7), the call control processing unit 70 of the CTI server device 50 performs an outside line telephone call. 3 and the operator telephone 22 are connected (STEP 8), and the outside telephone 3 and the operator telephone 22 shift to a voice call state (STEP 9).

  Next, processing performed by the voice sharing function unit 61 provided in the whispering function unit 60 of the CTI server device 50 will be described with reference to FIG.

  When the voice sharing function unit 61 receives a request for whispering (voice sharing and screen sharing between the operator terminal 20 and the supervisor terminal 30) from the operator operation terminal 21 (C11), the voice sharing function unit 61 transmits an incoming call notification to the supervisor operation terminal 31. (C12). Then, the voice sharing function unit 61 connects the line (Vo2) of the supervisor telephone 32 to the line (Vo1) that is in a call between the external telephone 3 and the operator telephone 22. As a result, the supervisor Ps can monitor the call between the external telephone 3 and the operator telephone 22.

  The voice sharing function unit 61 establishes a one-way line (Vo3) from the supervisor telephone 32 to the operator telephone 22. As a result, the supervisor Ps can give voice advice to the operator Po without being noticed by the user who is talking on the external telephone 3.

  Next, processing performed by the screen sharing function unit 62 provided in the whispering function unit 60 of the CTI server device 50 will be described with reference to FIG.

  When receiving a whispering request from the operator operation terminal 21 (C21), the screen sharing function unit 62 transmits an incoming call notification to the supervisor operation terminal 31 (C22). Then, the screen sharing function unit 62 performs a remote connection process from the supervisor operation terminal 31 to the operator operation terminal 21, and displays a screen having the same content as the screen of the display unit 23 of the operator operation terminal 21. 33 (which is an example of the screen sharing process of the present invention) and remote operation such as selecting / changing / switching the screen of the display unit 23 of the operator operation terminal 21 in accordance with the operation of the supervisor operation terminal 31 (this book A process (which is an example of a predetermined operation of the invention) is performed (an example of the operation synchronization process of the present invention) to establish a remote desktop connection (C23, Sc). Therefore, the screen information of the display unit 23 of the operator operation terminal 21 is synchronized with the screen information of the display unit 33 of the supervisor operation terminal 31 related to the screen information of the display unit 23.

  Thereby, the supervisor Ps can promptly support the operator Po by changing the screen of the display unit 23 as necessary while checking the display unit 23 of the operator operation terminal 21.

  Next, with reference to FIG. 5, a series of processes for performing voice sharing and screen sharing (whispering) between the operator terminal 20 and the supervisor terminal 30 will be described.

  When the operator Po operates the operator terminal 20 (the operator operation terminal 21 or the operator telephone 22) to request whispering, the operator terminal 20 causes the whispering function unit 60 (the voice sharing function unit 61 and the voice sharing function unit 61 and the CTI server device 50). The screen sharing function unit 62) is notified of the start of whispering (STEP 20, whispering start request). In response to the reception of this notification, the voice sharing function unit 61 notifies the supervisor telephone 32 of an incoming call by whispering (STEP 21).

  Then, the voice sharing function unit 61 connects the supervisor telephone 32 to a line on which a voice call is made between the operator telephone 22 and the external telephone 3 (STEP 22), and establishes a three-way call (STEP 23). When the supervisor Ps does not accept whispering, the voice sharing function unit 61 ends the process without connecting a line.

  In the state where the three-party call is established, the call between the external telephone 3 and the operator telephone 22 can be monitored by the supervisor telephone 32. Further, a one-way call from the supervisor telephone 32 to the operator telephone 22 is possible.

  The screen sharing function unit 62 notifies the supervisor operating terminal 31 of a screen sharing request by whispering (STEP 24). The screen sharing function unit 62 performs remote connection processing from the supervisor operation terminal 31 to the operator operation terminal 21, and displays a screen having the same contents as the screen of the display unit 23 of the operator operation terminal 21 on the display unit 33 of the supervisor operation terminal 31. The screen sharing process to be displayed is performed (STEP 25). Further, the screen sharing function unit 62 performs processing that enables remote operation such as selecting / changing / switching the screen of the display unit 23 of the operator operation terminal 21 according to the operation of the supervisor operation terminal 31, thereby A connection is established (STEP 26). Therefore, the screen information of the display unit 23 of the operator operation terminal 21 is synchronized with the screen information of the display unit 33 of the supervisor operation terminal 31 related to the screen information of the display unit 23.

  Next, the situation where the supervisor is supported by the supervisor will be described with reference to FIGS. Here, FIG. 6 is an explanatory diagram of a situation in which the supervisor assists the operator before the remote operation. FIG. 7 is an explanatory diagram of a situation where the supervisor is supported by the supervisor after the remote operation.

  FIG. 6 shows a situation where whispering is started and “three-party call” and “remote desktop connection” are established. The supervisor Ps uses the supervisor telephone 32 to call between the user Pc and the operator Po. Monitor the contents. Then, as necessary, the supervisor Ps gives an instruction to the operator Po by voice.

  This voice instruction is transmitted only to the operator telephone 22 and is not transmitted to the external telephone 3. Therefore, the operator Po can be advised without being noticed by the user Pc.

  The same screen as the screen of the display unit 23 of the operator operation terminal 21 is displayed on the display unit 33 of the supervisor operation terminal 31.

  In FIG. 7, the supervisor Ps can perform a remote operation such as changing the screen of the display unit 23 of the operator operation terminal 21 by operating the supervisor operation terminal 31.

The remote operation shown in FIG. 7 is as follows (1) to (4), and the supervisor Ps advises the operator Po of a window to be operated or an operation location. Can do.
(1) The supervisor Ps moves the arrow on the lower left of the display unit 33 to a window described as “A” by clicking on the supervisor operation terminal 31 using a mouse or the like, and clicks it.
(2) After the click operation of the supervisor Ps, the window color of the display unit 33 of the supervisor operation terminal 31 is changed from white to black, and the color of “A” of the window of the display unit 33 is changed from black to white. Further, the lower right portion of the window of the display unit 33 may be triangular and folded in front.
(3) After the supervisor Ps clicks, the window color of the display unit 23 of the operator operation terminal 21 is changed from white to black, and the color “A” of the window of the display unit 23 is changed from black to white. Further, the lower right portion of the window of the display unit 23 may be triangular and folded in front.
(4) After the screen of the display unit 33 of the supervisor operation terminal 31 and the screen of the display unit 23 of the operator operation terminal 21 are changed by the processes (2) to (3), the supervisor Ps uses a mouse or the like. The input item in the window described as “A” is indicated by the operation of the supervisory operation terminal 31 (not shown).

  As a result, the supervisor Ps can provide quick and accurate support to the operator Po, and can quickly complete the measures for the user Pc.

  6 to 7, the screen of the display unit 23 of one operator operation terminal 21 is displayed on the display unit 33 of the supervisor operation terminal 31, but as shown in FIGS. 8 to 10, You may make it display the screen of the display part 23 of the several operator terminal 20 on the display part 33 of the supervisor operation terminal 31. FIG. Here, FIG. 8 is an explanatory diagram of a situation in which the supervisor supports the operator before the remote operation. FIG. 9 is an explanatory diagram of a situation where the supervisor is supported by the supervisor after the first remote operation. FIG. 10 is an explanatory diagram of a situation where the supervisor is supported by the supervisor after the second remote operation.

  8 to 10, the display unit 33 of the supervisor operation terminal 31 displays the screen 24a of the display unit 23a of the operator operation terminal 21a and the screen 24b of the display unit 23b of the operator operation terminal 21b. In this way, by displaying the screen of the display unit 23 of the plurality of operator operation terminals 21 on the display unit 33 of the supervisor operation terminal 31, the supervisor Ps sets the operator operation terminal 21 to 1 for the plurality of operators Po. Support by remote desktop function can be performed individually by selecting one by one.

  As shown in FIGS. 8 to 10, when a plurality of operator terminals 20 (20 a, 20 b, 20 c, 20 d,...) Are supported by one supervisor terminal 30, a plurality of operators Po receive When the support request (whispering start request) overlaps, the identifier (name, ID number, face photograph, etc.) of the operator Po making the support request may be displayed in a list on the display unit 33. According to this configuration, the supervisor Ps can confirm the plurality of operators Po displayed in a list and sequentially select the operator to be supported next.

  Further, in this configuration, priorities (based on each operator's ability, experience, etc.) are set in advance for a plurality of operators Po, and the form (color, size, etc.) of identifiers displayed in a list is changed for each priority. You may do it. For example, an operator Po with little experience can prompt the supervisor Ps for early support by displaying an identifier indicating a high priority.

  In the present embodiment, an example in which one supervisor terminal 30 is assigned to a plurality of operator terminals 20 has been described, but a configuration in which a plurality of supervisor terminals are assigned may be employed. According to this configuration, it is possible to reduce the burden on the supervisor Ps when a support request (whispering request) is flooded from the operator Po.

  DESCRIPTION OF SYMBOLS 1 ... Call center system (operator support system), 3 ... External line telephone (communication terminal), 20 ... Operator terminal, 21 ... Operator operation terminal, 22 ... Operator telephone, 23 ... Display (of operator terminal device), 30 ... Supervisor terminal , 31 ... Supervisor operation terminal, 32 ... Supervisor phone, 33 ... Display unit (of supervisor operation terminal), 50 ... CTI server device (arithmetic device), 60 ... Whispering function unit, 61 ... Voice sharing function unit, 62 ... Screen Shared function section (screen sharing synchronization control means), 70 ... call control processing section, 71 ... ACD processing section, 80 ... IVR processing section.

Claims (6)

An operator terminal having a first display and transmitting and receiving voice data to and from the communication terminal;
A supervisor terminal having a second display unit and an input unit, receiving voice data transmitted and received between the communication terminal and the operator terminal, and transmitting voice data to the operator terminal;
A call center operator support system including a communication control device,
The communication control device includes:
A screen sharing process for causing the second display unit to display screen information having the same content as the screen information displayed on the first display unit;
When a predetermined input operation is performed on the input unit of the supervisor terminal during execution of the screen sharing process, an operation synchronization process is executed to cause the operator terminal to execute a process according to the input operation. An operator support system comprising a screen sharing synchronization control means. The first display unit is connected to an operator terminal that transmits and receives audio data to and from the communication terminal,
It has a 2nd display part and an input part, and is connected to the supervisor terminal which transmits audio | voice data with respect to the said operator terminal while receiving the audio | voice data transmitted / received between the said communication terminal and the said operator terminal A communication control device,
The communication control device includes:
A screen sharing process for causing the second display unit to display screen information having the same content as the screen information displayed on the first display unit;
When a predetermined input operation is performed on the input unit of the supervisor terminal during execution of the screen sharing process, an operation synchronization process is executed to cause the operator terminal to execute a process according to the input operation. A communication control apparatus comprising screen sharing synchronization control means for performing The communication control device according to claim 2,
The communication control apparatus according to claim 1, wherein the screen sharing synchronization control unit executes the screen sharing process in accordance with a whispering start request from the operator terminal, and makes the operation synchronization process executable. The communication control device according to claim 2 or claim 3,
A plurality of the operator terminals,
The screen sharing synchronization control means executes the screen sharing process and the operation synchronization process individually for each operator terminal. The first display unit is connected to an operator terminal that transmits and receives audio data to and from the communication terminal,
It has a 2nd display part and an input part, and is connected to the supervisor terminal which transmits audio | voice data with respect to the said operator terminal while receiving the audio | voice data transmitted / received between the said communication terminal and the said operator terminal Computer
A screen sharing process for causing the second display unit to display screen information having the same content as the screen information displayed on the first display unit;
When a predetermined input operation is performed on the input unit of the supervisor terminal during execution of the screen sharing process, an operation synchronization process is executed to cause the operator terminal to execute a process according to the input operation. A communication control program that functions as a screen sharing synchronization control means. The first display unit is connected to an operator terminal that transmits and receives audio data to and from the communication terminal,
It has a 2nd display part and an input part, and is connected to the supervisor terminal which transmits audio | voice data with respect to the said operator terminal while receiving the audio | voice data transmitted / received between the said communication terminal and the said operator terminal A communication control method in a communication control device,
The communication control device includes:
A screen sharing process for causing the second display unit to display screen information having the same content as the screen information displayed on the first display unit;
When a predetermined input operation is performed on the input unit of the supervisor terminal during execution of the screen sharing process, an operation synchronization process is executed to cause the operator terminal to execute a process according to the input operation. A screen sharing synchronization control step.

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