JP2022070039A - Wait call display program and wait call display method - Google Patents

Abstract

To support flexible response to waiting call situations.SOLUTION: A wait call display program causes a computer to execute display processing and change processing. The display processing displays a wait call display screen in which wait calls are arranged in order on the basis of a wait call table showing the order in which the wait calls are allocated. The change processing changes the order in the wait call table on the basis of the operation of changing the order of a specific wait call on the wait call display screen.SELECTED DRAWING: Figure 9A

Description

Embodiments of the present invention relate to a waiting call display program and a waiting call display method.

Conventionally, a call center performs a process of receiving an incoming call from a plurality of customers by using an ACD (Automatic Call Distributor) to a vacant operator. If the operator is not available at the time of the incoming call, the incoming call is made to wait, and when the operator is available, the waited call is distributed to the operator. This waiting call is called a waiting call. At this time, the ACD controls the allocation based on a rule such as receiving calls in order from the waiting call in the waiting time. As a result, the call center is trying to equalize the operation and waiting time of customers and operators.

Regarding the allocation of incoming calls at the call center, by displaying a list of waiting calls on the display screen of the PC terminal device based on the information based on the customer's attributes from the communication terminal, it is optimal based on the display screen of the PC terminal device. There is a conventional technique in which an operator selects and responds to a customer.

Japanese Unexamined Patent Publication No. 2017-5992

However, when the incoming calls from a plurality of customers are distributed according to the distribution priority determined by the ADC or the like, it is difficult to flexibly respond to the ever-changing waiting call situation. Further, in the above-mentioned conventional technique, when trying to flexibly respond to the ever-changing waiting call situation, each operator must select the most suitable customer from the waiting call list, and the work efficiency of each operator is improved. There is the problem of getting worse.

One aspect is to provide a waiting call display program and a waiting call display method that can support a flexible response to a waiting call situation.

In one idea, the waiting call display program causes the computer to perform a process of displaying and a process of changing. The process of displaying displays the waiting call display screen in which the waiting calls are arranged in order based on the waiting call table showing the order in which the waiting calls are allocated. The process of changing changes the order in the waiting call table based on the operation of changing the order of a specific waiting call on the waiting call display screen.

It can support flexible response to the waiting call situation.

FIG. 1 is an explanatory diagram showing an example of a call center system according to an embodiment. FIG. 2 is a block diagram showing an example of a call server. FIG. 3 is a flowchart showing an operation example of presetting. FIG. 4 is a flowchart showing an operation example of incoming call processing. FIG. 5 is a flowchart showing a specific example of incoming call / sorting. FIG. 6 is a flowchart showing an operation example of the standby call screen display. FIG. 7 is an explanatory diagram illustrating an example of a display screen. FIG. 8 is a flowchart showing an operation example relating to the change of the waiting call priority. FIG. 9A is an explanatory diagram illustrating an operation of changing the waiting call allocation order. FIG. 9B is an explanatory diagram illustrating an operation of changing the waiting call allocation order. FIG. 10A is a flowchart showing an example of an incoming call operation after changing the waiting call priority. FIG. 10B is a flowchart showing an example of an incoming call operation after changing the waiting call priority. FIG. 11 is an explanatory diagram illustrating an example of a computer configuration.

Hereinafter, the waiting call display program and the waiting call display method according to the embodiment will be described with reference to the drawings. Configurations having the same function in the embodiment are designated by the same reference numerals, and duplicate description will be omitted. The waiting call display program and the waiting call display method described in the following embodiments are merely examples, and do not limit the embodiments. In addition, the following embodiments may be appropriately combined within a consistent range.

FIG. 1 is an explanatory diagram showing an example of a call center system according to an embodiment. As shown in FIG. 1, the call center system 1 accepts a call by a customer from a customer terminal 2 having a call function such as a telephone or a smartphone via a telephone network 3. Next, in the call center system 1, the operator responds to an inquiry about a product or service received by a call from a customer.

The call center system 1 includes a call server 10, a call terminal 11, a management terminal 12, a monitor 13, and a premises communication network 14.

The call server 10 is a server device that manages calls from the customer terminal 2. For example, when the call server 10 receives an incoming call from the customer terminal 2, the call server 10 distributes the incoming call of the customer terminal 2 to the call terminal 11 of a vacant (not in-call) operator.

If the operator has no vacancy when receiving an incoming call from the customer terminal 2, the call server 10 considers the incoming call from the customer terminal 2 as a waiting call. For this new waiting call, the call server 10 determines the priority for allocating when the operator becomes vacant according to a predefined rule, and registers the new waiting call in the waiting call list that manages the allocation order of the waiting call. When the operator becomes vacant, the call server 10 reads the wait call according to the allocation order of the wait call list and distributes the read wait call to the call terminal 11 of the vacant operator.

The call terminal 11 is an information processing device used by a telephone answering operator, for example, a computer or the like to which a headset having a voice call function is connected. The call terminal 11 receives a voice call from the customer terminal 2 distributed by the call server 10.

The management terminal 12 is an information processing device such as a computer used by the administrator (user) of the call center system 1. The management terminal 12 makes various settings on the call server 10 based on a user's operation instruction received via an input device such as a keyboard or a mouse, for example.

The monitor 13 is a display device that displays a display screen based on the display information notified from the call server 10. For example, the monitor 13 displays the waiting call status managed by the call server 10 in real time based on the display information notified from the call server 10. As a result, the user can easily check the waiting call status.

Further, the monitor 13 receives an operation instruction on the display screen by, for example, a touch sensor on the screen and notifies the call server 10. As a result, the call server 10 can change various settings based on the operation instructions on the display screen of the monitor 13.

The premises communication network 14 is a communication network that connects between the call server 10, the call terminal 11, the management terminal 12, and the monitor 13.

FIG. 2 is a block diagram showing an example of the call server 10. As shown in FIG. 2, the call server 10 includes a communication unit 20, an automatic answering device 21, an ACD device 22, a storage unit 23, and a control unit 24.

The communication unit 20 is a communication interface that communicates with the telephone network 3 and the premises communication network 14 under the control of the control unit 24.

The automatic answering device 21 is a device that automatically answers an incoming call from the customer terminal 2 and takes over the processing to the ACD device 22.

The ACD device 22 is a answering device that transfers an incoming call that has taken over the processing from the automatic answering device 21 to the call terminal 11 under the control of the control unit 24. When the incoming call is a waiting call, the ACD device 22 makes a response explaining that the call is waiting.

The storage unit 23 corresponds to, for example, a semiconductor memory element such as a RAM (Random Access Memory) or a flash memory (Flash Memory), or a storage device such as an HDD (Hard Disk Drive). The storage unit 23 stores the customer information 30, the rule definition information 31, and the waiting call list 32.

The customer information 30 is information such as a caller ID (for example, a telephone number), a name, an attribute, and an identifier set for each customer.

For example, the attribute item indicates the attribute of the customer classified into VIP (Very Important Person), general, specific, and the like. The identifier item indicates whether or not the customer is a specific customer such as a person requiring attention. As an example, in the item of identifier, whether or not the person needs special attention may be indicated by the presence or absence of the identifier (0 or 1). In addition, in the item of identifier, whether or not it is a specific type of customer by number so that 1 is a person requiring attention and 2 is a new customer who has just been registered. It may be represented.

The rule definition information 31 is definition information in which rules for determining an allocation order for allocating new wait calls to operators are set. As an example, the rule definition information 31 shows a rule for determining the priority according to the attribute of the customer specified by referring to the customer information 30 based on the caller ID in the new waiting call. For example, the rule definition information 31 defines a rule for determining the priority of a customer's attributes in the order of VIP> general> no registration (no corresponding attribute)> specific order.

The waiting call list 32 manages the allocation order of waiting calls. Specifically, the waiting call list 32 sets the call management number for identifying the waiting call, the incoming time, and the priority after the setting change for each waiting call arranged in the order of priority defined in the rule definition information 310. Stores the highest priority flag, etc., which indicates whether or not to give the highest priority. The list is allocated to the operator's calling terminal 11 in order from the earliest allocation order.

The control unit 24 includes a setting unit 40, an incoming call processing unit 41, a waiting call display unit 42, and an allocation order changing unit 43. The control unit 24 can be realized by a CPU (Central Processing Unit), an MPU (Micro Processing Unit), or the like. Further, the control unit 24 can also be realized by hard-wired logic such as ASIC (Application Specific Integrated Circuit) or FPGA (Field Programmable Gate Array).

The setting unit 40 is a processing unit that receives pre-settings from the management terminal 12 and registers (adds / updates / deletes) settings such as customer information 30 and rule definition information 31 based on the received contents.

FIG. 3 is a flowchart showing an operation example of presetting. As shown in FIG. 3, the management terminal 12 accepts a setting operation for adding / updating / deleting customer information 30 such as a customer's caller ID, name, attribute, and identifier (S10). Next, the management terminal 12 requests the call server 10 to register the contents of the received setting operation (S11).

The setting unit 40 adds / updates / deletes the customer list in the customer information 30 based on the content requested from the management terminal 12 (S12), and notifies the result (S13). In the illustrated example, the customer list (caller number, name, attribute, identifier) of Nos. 1 to 5 is added to the customer information 30.

Further, the management terminal 12 accepts a setting operation for defining a rule for determining the priority for allocating to the operator (S14). Next, the management terminal 12 requests the call server 10 to register the contents of the received setting operation (S15).

The setting unit 40 adds a rule based on the content requested from the management terminal 12 to the rule definition information 31 (S16), and notifies the result (S17). In the illustrated example, the rule that determines the priority in order of the customer attribute type (1: VIP, 2: general, 3: no registration (no applicable attribute), 4: specific) based on the caller ID is the rule definition information 31. Has been added to.

Returning to FIG. 2, the incoming call processing unit 41 is a processing unit that processes an incoming call from the customer terminal 2. Specifically, when the automatic answering device 21 receives an incoming call from the customer terminal 2, the incoming call processing unit 41 confirms the presence or absence of a vacant (not in-call) operator's calling terminal 11. When there is a vacant call terminal 11, the incoming call processing unit 41 controls the ACD device 22 so that the incoming call that has taken over the processing from the automatic answering device 21 is transferred to the vacant call terminal 11. In this way, the incoming call processing unit 41 distributes the incoming call of the customer terminal 2 to the vacant call terminal 11.

When there is no free call terminal 11, the incoming call processing unit 41 controls the ACD device 22 so that the incoming call of the customer terminal 2 is a waiting call. At this time, the incoming call processing unit 41 determines the priority regarding the new waiting call according to the rule of the rule definition information 31, and registers the new waiting call in the waiting call list 32 with the determined priority.

Further, when the call terminal 11 becomes vacant, the incoming call processing unit 41 reads the waiting call according to the priority order of the waiting call list 32, and transfers the read waiting call to the vacant calling terminal 11. 22 is controlled. In this way, the incoming call processing unit 41 distributes the waiting call to the vacant call terminal 11 in the order of priority.

FIG. 4 is a flowchart showing an operation example of incoming call processing. As shown in FIG. 4, when the processing is started, the incoming call processing unit 41 distributes the incoming call from the customer terminal 2 to the vacant call terminal 11 (S20).

When there is no free call terminal 11, the incoming call processing unit 41 determines whether or not there is a waiting call by referring to the waiting call list 32 (S21). When there is no waiting call, the incoming call processing unit 41 assigns a call management number to the incoming call as a new waiting call with the highest priority, and then adds the incoming call to the waiting call list 32 together with the caller ID and the time of the incoming call (S22). ).

When there is already a waiting call (S21: Yes), the incoming call processing unit 41 refers to the customer information 30 based on the caller ID of the incoming call, and determines the type of the customer attribute corresponding to the caller ID (S23). ). Specifically, the incoming call processing unit 41 determines which type is VIP, general, specific, or no registration (no corresponding attribute).

Next, the incoming call processing unit 41 specifies the type of each waiting call included in the waiting call list 32 from the caller ID, and then determines whether or not there is already a waiting call of the same type as the incoming call type determined in S23. Judgment (S24).

When there is no waiting call of the same type as the incoming call type (S24: No), the incoming call processing unit 41 excludes the waiting call having the highest priority flag among the waiting calls included in the waiting call list 32. Next, the incoming call processing unit 41 determines the priority order in the order according to the rule of the rule definition information 31 after including the remaining waiting call and the incoming call (new waiting call). Next, the incoming call processing unit 41 adds a new waiting call to the waiting call list 32 based on the determined priority order (S25).

For example, in the example of the rule definition information 31 in FIG. 3, the priority is determined in the order of VIP> general> no registration (no corresponding attribute)> specific order. For the same type, the priority is determined so that the one with the longest time (waiting time) from the incoming call is preferentially distributed.

When there is a waiting call of the same type as the incoming call type (S24: Yes), the incoming call processing unit 41 is among the waiting calls included in the waiting call list 32, excluding the waiting call with the highest priority flag. , Specify the last waiting call among the waiting calls in the same type as the incoming call (new waiting call). Then, an incoming call (new waiting call) is added after the specified waiting call (S27). That is, the incoming call processing unit 41 adds the incoming call (new waiting call) to the waiting call list 32 as the sorting order in which the sorting is the last within the same type as the incoming call type.

FIG. 5 is a flowchart showing a specific example of incoming call / sorting. At the start of the process in FIG. 5, it is assumed that the operator A of the call terminal 11 is in a call (the operator has no vacancy) and there is no waiting call.

As shown in FIG. 5, the call server 10 accepts an incoming call notification from the customer terminal 2a whose customer name is "AAAA" and whose caller ID is "0XXXXXXXXX" (S30).

The incoming call processing unit 41 of the call server 10 adds an incoming call from the customer terminal 2a to the waiting call list 32 as a new waiting call (S31) because there is no free operator (S31). Specifically, since there is no other waiting call, the incoming call processing unit 41 adds the call management number, the caller ID, and the incoming call time to the waiting call list 32 as the waiting call having the highest priority (1). ..

Next, the call server 10 receives an incoming call notification from the customer terminal 2b whose customer name is "BBBB" and whose caller ID is "0YYYYYYYY" (S33).

The incoming call processing unit 41 adds an incoming call from the customer terminal 2b to the waiting call list 32 as a new waiting call (S34) because there is no free operator (S34). Specifically, since the incoming call processing unit 41 already has a waiting call, the incoming call processing unit 41 determines the priority of a new waiting call according to the rule of the rule definition information 31 based on the type of customer based on the caller ID. Next, the incoming call processing unit 41 adds a new waiting call to the waiting call list 32 based on the determined priority (second in the illustrated example).

Upon receiving the vacancy notification (S37) from the call terminal 11 due to the vacancy (S36) of the operator A due to the end of the call, the incoming call processing unit 41 distributes the waiting call to the call terminal 11 according to the priority order of the waiting call list 32 (S). S38). In the illustrated example, the waiting call of the customer terminal 2a having the first priority is distributed to the calling terminal 11. As a result, the call terminal 11 receives the sorted waiting call (S39).

Next, the incoming call processing unit 41 deletes the sorted waiting call from the waiting call list 32 and updates the waiting call list 32 (S40).

Returning to FIG. 2, the waiting call display unit 42 is a processing unit that displays the waiting call status managed by the call server 10 on the monitor 13. Specifically, the waiting call display unit 42 generates display information regarding a display screen for displaying the waiting call status based on the waiting call list 32 and the customer information 30.

As an example, the waiting call display unit 42 generates display information of a priority screen in which waiting calls are arranged in an allocation order (priority order) based on the waiting call list 32. Further, the waiting call display unit 42 generates display information of a list screen that displays a list of customer information 30 corresponding to the caller ID of the waiting call. Further, the waiting call display unit 42 generates display information of the distribution screen that displays the distribution of the waiting time from the incoming time of the waiting call.

Next, the waiting call display unit 42 notifies the monitor 13 of the generated display information. Based on this display information, the monitor 13 displays the waiting call status of the call server 10 on the display screen.

FIG. 6 is a flowchart showing an operation example of the standby call screen display. As shown in FIG. 6, the monitor 13 accepts an operation of displaying a waiting call screen by a touch operation on the screen (S50). Based on this operation, the monitor 13 notifies the call server 10 of information acquisition regarding the display of the waiting call screen (S51).

The waiting call display unit 42 of the call server 10 that has received the notification in S51 creates display information on the list screen that displays a list of waiting calls together with the customer information 30 corresponding to the caller ID of the waiting call (S52).

Specifically, the waiting call display unit 42 reads out the name, attribute, and identifier of the corresponding customer information 30 from the caller ID included in the waiting call list 32 for each waiting call in the waiting call list 32. Further, the waiting call display unit 42 calculates the waiting time from the difference between the incoming time and the current time included in the waiting call list 32 for each of the waiting calls in the waiting call list 32. Next, the waiting call display unit 42 sorts the waiting calls in the order of waiting time, and then creates display information for displaying a list of names, caller numbers (telephone numbers), attributes, waiting times, and identifiers.

Next, the waiting call display unit 42 generates display information on the distribution screen that displays the distribution of the waiting time calculated from the difference between the incoming time and the current time included in the waiting call list 32 for each waiting call (S53). Specifically, the waiting call display unit 42 creates display information of a distribution map in which each waiting call is plotted according to the waiting time.

The waiting call display unit 42 may display the waiting time stage at the plotted waiting call display position by determining the waiting time with a predetermined threshold value. For example, the waiting call display unit 42 displays the determined stage of the waiting time (seconds) in a color (0 to 180 (seconds): yellow, 180 to 360 (seconds): orange, 380 to (seconds): red, etc.). do.

Further, the waiting call display unit 42 may display the customer information 30 specified from the caller ID of the waiting call at the plotted display position of the waiting call. For example, the waiting call display unit 42 has a shape corresponding to the customer's attribute (VIP: star shape, general: circular shape (solid line), no registration (no corresponding attribute): circular shape (dotted line), specific: triangular shape, etc.). You may display the icon of. Further, the waiting call display unit 42 may display the name included in the customer information 30 on a tooltip display or the like. Further, the waiting call display unit 42 may display an icon according to the identifier.

Next, the waiting call display unit 42 creates display information of the distribution priority screen arranged in the allocation order (priority order) for each of the waiting calls included in the waiting call list 32 (S54). Specifically, the waiting call display unit 42 reads each of the waiting calls included in the waiting call list 32 and creates display information of the screen arranged in order of priority.

The waiting call display unit 42 may display the waiting time stage at the waiting call display position on the priority screen. For example, the waiting call display unit 42 displays the determined stage of the waiting time (seconds) in a color (0 to 180 (seconds): yellow, 180 to 360 (seconds): orange, 380 to (seconds): red, etc.). do.

Further, the waiting call display unit 42 may display the customer information 30 specified from the caller ID of the waiting call at the waiting call display position on the priority screen. For example, the waiting call display unit 42 has a shape corresponding to the customer's attribute (VIP: star shape, general: circular shape (solid line), no registration (no corresponding attribute): circular shape (dotted line), specific: triangular shape, etc.). You may display the icon of. Further, the waiting call display unit 42 may display the name included in the customer information 30 on a tooltip display or the like. Further, the waiting call display unit 42 may display an icon according to the identifier.

Next, the waiting call display unit 42 notifies the monitor 13 of the display information created in S52 to S54 (S55). The monitor 13 displays the screen based on the notified display information (S56). The call server 10 and the monitor 13 update the screen by periodically repeating the processes of S52 to S56 at predetermined time intervals (for example, several seconds) (S60, S61 ...). As a result, the monitor 13 displays the waiting call status in real time.

FIG. 7 is an explanatory diagram illustrating an example of a display screen. As shown in FIG. 7, the monitor 13 displays a display screen G including a list screen G1, a distribution screen G2, and an allocation order screen G3 based on the display information created in S52 to S54.

For example, the list screen G1 is a screen that displays a list of waiting calls together with customer information 30 corresponding to the caller ID of the waiting call. With this list screen G1, the user can easily confirm the customer information 30 (telephone number, attribute, identifier, etc.) corresponding to each waiting call and the waiting time.

The distribution screen G2 is a screen that displays the distribution of the waiting time for each waiting call. With this distribution screen G2, the user can easily confirm the distribution status of the waiting time in the waiting call.

The allocation order screen G3 is a screen in which each waiting call is arranged in an allocation order (priority order). With this allocation order screen G3, the user can easily confirm the allocation order of the waiting call.

Further, on the distribution screen G2 and the allocation order screen G3, for example, the attributes of the customer information 30 corresponding to the waiting call may be displayed depending on the display shape (VIP: star shape, general: circular shape (solid line), no registration ( No applicable attribute): Circular (dotted line), Specific: Triangle, etc.). As a result, the user can easily confirm the customer attribute of the waiting call.

Further, on the distribution screen G2 and the allocation order screen G3, the content (for example, name) of the customer information 30 corresponding to the waiting call may be displayed by the tooltip display G4. Similarly, on the distribution screen G2 and the allocation order screen G3, the presence / absence of the identifier in the customer information 30 corresponding to the waiting call may be displayed by the icon display G5. As a result, the user can easily confirm the contents of the customer information 30 corresponding to the waiting call.

In the illustrated example, the icon display G5 of the exclamation mark corresponding to the identifier of 1 which is a person requiring attention is displayed. In the case of the identifier of 2 which is a new customer, the icon display G5 of the heart mark may be displayed, and the icon display G5 may correspond to the number of the identifier.

Returning to FIG. 2, the allocation order changing unit 43 is a processing unit that changes the allocation order of the waiting call list 32 based on the operation instruction for changing the allocation order of a specific waiting call on the display screen G. Specifically, the allocation order changing unit 43 accepts an operation of dragging and dropping a specific waiting call to change the allocation order on the allocation order screen G3 in which each waiting call is arranged in the allocation order (priority order). .. Next, the allocation order changing unit 43 changes the waiting call list 32 in the order of allocation after sorting by drag and drop.

FIG. 8 is a flowchart showing an operation example relating to the change of the waiting call priority. As shown in FIG. 8, the monitor 13 accepts a change operation for changing the priority of a specific waiting call by a touch operation on the display screen G (S70). Next, the monitor 13 notifies the call server 10 of the change request based on the received change operation (S71).

9A and 9B are explanatory diagrams illustrating an operation of changing the waiting call allocation order. As shown in FIG. 9A, the waiting call displays G31 to G36 corresponding to each of the six waiting calls are displayed in the allocation order screen G3. Further, the waiting call display G33 has an icon display G5 corresponding to the identifier of the customer requiring attention.

In such a situation, the user should give priority to the waiting call of the waiting call display G33 having the icon display G5 of the customer requiring attention among the waiting call displays G31 to G33 of the same type (VIP: star shape). It is assumed that it is judged. In this case, the user drags and drops the waiting call display G33 to the beginning (S70). By this change operation by drag and drop, the waiting call allocation order is changed in the order of waiting call display G33, G31, G32, G34, G35, G36.

In case C1 of FIG. 9B, it is assumed that the user has determined that the waiting call of the waiting call display G36 having a long waiting time should be given the highest priority. In this case, the user drags and drops the waiting call display G36 to the beginning (S70). By this change operation by drag and drop, the waiting call allocation order is changed in the order of waiting call display G36, G31, G32, G33, G34, G35.

Here, the waiting call of the waiting call display G36 is not a priority type (specific: triangle), and the allocation order is lowered when a new waiting call is added to the waiting call list 32 according to the rule of the rule definition information 31. In some cases. For example, when the type of the new waiting call is VIP, the allocation order is lowered in the rule of VIP> general> no registration (no corresponding attribute)> priority is determined in a specific order.

In order to suppress such fluctuations in the allocation order, in the change operation on the allocation order screen G3, the flag setting G6 of the highest priority flag that specifies whether or not the changed allocation order is prioritized over the new waiting call is performed. May be.

Case C2 of FIG. 9B is a case in which the flag setting G6 in which the changed priority is prioritized over the new waiting call is not performed. In this case C2, the user determines that the waiting call of the waiting call display G36, which has a long waiting time, should be prioritized, but does not consider it to be the highest priority. In this case, the user drags and drops the waiting call display G36 between the waiting call displays G32 and G33 (S70). By this change operation by drag and drop, the waiting call allocation order is changed in the order of waiting call display G31, G32, G36, G33, G34, G35.

Returning to FIG. 8, the allocation order changing unit 43 of the call server 10 that has received the change request changes the waiting call list 32 in the allocation order after sorting by drag and drop. Here, when the allocation order changing unit 43 has the highest priority flag set as in case C1, the waiting call whose allocation order has been changed by drag and drop is set with the flag (1). Next, the allocation order changing unit 43 notifies the monitor 13 of the completion of the change (S72).

10A and 10B are flowcharts showing an example of incoming call operation after changing the waiting call allocation order. At the start of the process in FIG. 10A, it is assumed that the operator of the call terminal 11 is in a call (the operator has no vacancy). Further, it is assumed that the highest priority flag is not set in the changed waiting call list 32.

As shown in FIG. 10A, the call server 10 receives an incoming call notification from the customer terminal 2c whose customer name is "CCCC" and whose caller ID is "0CCCCCCCCCC" (S80).

The incoming call processing unit 41 of the call server 10 adds an incoming call from the customer terminal 2c to the waiting call list 32 as a new waiting call (S81) because there is no free operator (S81). Specifically, since the incoming call processing unit 41 already has a waiting call, the incoming call processing unit 41 determines a new waiting call allocation order according to the rule of the rule definition information 31 based on the customer type based on the caller ID. Next, the incoming call processing unit 41 adds a new waiting call to the waiting call list 32 based on the determined allocation order. In the illustrated example, the type is added to the end (priority 4) of the waiting call (priority 1 to 3) of VIP.

At the start of the process in FIG. 10B, it is assumed that the operator of the call terminal 11 is in a call (the operator has no vacancy). Further, in the changed wait call list 32, it is assumed that the first wait call is not a priority type (for example, specific) and the highest priority flag is set.

As shown in FIG. 10B, the call server 10 receives an incoming call notification from the customer terminal 2c whose customer name is "CCCC" and whose caller ID is "0CCCCCCCCCC" (S90).

The incoming call processing unit 41 of the call server 10 adds an incoming call from the customer terminal 2c to the waiting call list 32 as a new waiting call because there is no free operator (S91). Specifically, since the incoming call processing unit 41 already has a waiting call, the incoming call processing unit 41 determines a new waiting call allocation order according to the rule of the rule definition information 31 based on the customer type based on the caller ID.

At this time, the incoming call processing unit 41 excludes the waiting call with the highest priority flag (see FIGS. 4, S25, and S27). In the illustrated example, the first waiting call is excluded. Next, the incoming call processing unit 41 adds a new waiting call to the waiting call list 32 based on the determined priority. In the illustrated example, after removing the first waiting call, it is added to the last (priority 5) of the waiting call (priority 2 to 4) of the type VIP.

As described above, the call server 10 has a waiting call display unit 42 and an allocation order changing unit 43. The waiting call display unit 42 displays on the monitor 13 a display screen G in which the waiting calls are arranged in the order of allocation based on the waiting call list 32 in which the waiting calls are arranged in the order of allocation allocated to the call terminal 11 of the operator. The allocation order changing unit 43 changes the allocation order of the waiting call list 32 based on the operation of changing the allocation order of a specific waiting call on the display screen G.

Therefore, the user (for example, the administrator in the call center system 1) can change the allocation order of specific wait calls in the wait call list 32 after confirming the wait call status from the display screen G. Further, since the allocation order of the waiting call list 32 is changed, it is possible to omit the work of each operator selecting the most suitable customer from the waiting call list 32 and receiving an incoming call. In this way, the call center system 1 can support a flexible response to an ever-changing waiting call situation such as the addition of new waiting calls one after another.

Further, the allocation order changing unit 43 sets a flag based on the flag setting G6 that specifies whether or not the changed allocation order is prioritized over the new waiting call, to be included in the waiting call list 32 as a specific waiting after the change. Assigned in association with the call. When a new waiting call occurs, the allocation order changing unit 43 of the call server 10 determines the allocation order of the new waiting call based on the flag included in the waiting call list 32. Next, the allocation order changing unit 43 adds a new waiting call to the waiting call list 32 based on the determined allocation order.

As a result, in the call center system 1, the allocation order of the specific wait call after the change according to the operation instruction of the user can be prioritized over the new wait call.

Further, the waiting call display unit 42 displays the waiting time corresponding to each of the waiting calls arranged in the order of allocation on the display screen G based on the time information for each waiting call.

As a result, the user (for example, the administrator in the call center system 1) can change the allocation order of a specific waiting call after confirming the waiting time of each waiting call.

Further, the waiting call display unit 42 is based on the customer information 30 associated with the caller ID for each waiting call, and the customer information (for example, an attribute, an identifier) corresponding to each waiting call arranged in the order of allocation on the display screen G is provided. Etc.) is displayed.

As a result, the user (for example, the administrator in the call center system 1) can change the allocation order of a specific waiting call after confirming the customer information (for example, attribute, identifier, etc.) of each waiting call. As an example, the allocation order of a waiting call of a specific customer (for example, a person requiring attention) to which an identifier is given in the waiting call can be raised more than others at the user's discretion.

It should be noted that each component of each of the illustrated devices does not necessarily have to be physically configured as shown in the figure. That is, the specific form of distribution / integration of each device is not limited to the one shown in the figure, and all or part of them may be functionally or physically distributed / physically in any unit according to various loads and usage conditions. Can be integrated and configured.

For example, the operation instruction on the display screen G exemplifies a configuration in which the touch sensor on the monitor 13 accepts the operation instruction in the present embodiment, but the operation instruction is not limited to the operation on the monitor 13. For example, the operation instruction on the display screen G may be an operation instruction received from the management terminal 12 by operating a pointer on the display screen G based on the operation of the input device on the management terminal 12.

Further, various processing functions of the setting unit 40, the incoming call processing unit 41, the waiting call display unit 42, and the allocation order changing unit 43 performed by the control unit 24 of the call server 10 include a CPU (or MPU, MCU (Micro Controller Unit), etc.). You may want to run all or any part of it on your microcontroller). In addition, various processing functions may be executed in whole or in any part on a program analyzed and executed by a CPU (or a microcomputer such as an MPU or MCU) or on hardware by wired logic. Needless to say, it's good. Further, various processing functions performed by the call server 10 may be executed by a plurality of computers in cooperation by cloud computing.

By the way, various processes described in the above-described embodiment can be realized by executing a program prepared in advance on a computer. Therefore, in the following, an example of a computer configuration (hardware) that executes a program having the same functions as those of the above embodiment will be described. FIG. 11 is an explanatory diagram illustrating an example of a computer configuration.

As shown in FIG. 11, the computer 200 has a CPU 201 that executes various arithmetic processes, an input device 202 that accepts data input, a monitor 203, and a speaker 204. Further, the computer 200 has a medium reading device 205 for reading a program or the like from a storage medium, an interface device 206 for connecting to various devices, and a communication device 207 for communicating with an external device by wire or wirelessly. Further, the call center system 1 has a RAM 208 for temporarily storing various information and a hard disk device 209. Further, each part (201 to 209) in the computer 200 is connected to the bus 210.

The hard disk device 209 includes a program 211 for executing various processes in the functional configuration described in the above embodiment (for example, the setting unit 40, the incoming call processing unit 41, the waiting call display unit 42, and the allocation order changing unit 43). It will be remembered. Further, various data 212 referred to by the program 211 are stored in the hard disk device 209. The input device 202 receives, for example, an input of operation information from an operator. The monitor 203 displays, for example, various screens operated by the operator. For example, a printing device or the like is connected to the interface device 206. The communication device 207 is connected to a communication network such as a LAN (Local Area Network), and exchanges various information with an external device via the communication network.

The CPU 201 reads the program 211 stored in the hard disk device 209, expands the program 211 into the RAM 208, and executes the program. Performs various processes related to Part 43). The program 211 may not be stored in the hard disk device 209. For example, the computer 200 may read and execute the program 211 stored in the readable storage medium. The storage medium that can be read by the computer 200 corresponds to, for example, a CD-ROM, a DVD disk, a portable recording medium such as a USB (Universal Serial Bus) memory, a semiconductor memory such as a flash memory, a hard disk drive, or the like. Further, the program 211 may be stored in a device connected to a public line, the Internet, a LAN, or the like, and the computer 200 may read the program 211 from these and execute the program 211.

The following additional notes are further disclosed with respect to the above embodiments.

(Appendix 1) Based on the waiting call table showing the order in which the waiting calls are allocated, the waiting call display screen in which the waiting calls are arranged in the above order is displayed.
The order in the wait call table is changed based on the operation of changing the order of specific wait calls on the wait call display screen.
A waiting call display program characterized by having a computer execute processing.

(Appendix 2) Whether or not the processing to be changed permits the insertion of the new waiting call before the assigned order of the specific waiting call after the change when a new waiting call occurs. Let the computer perform further processing to accept the operation to specify
The waiting call display program according to Appendix 1, wherein the program is characterized by the above.

(Appendix 3) The process to be displayed displays the waiting time corresponding to each of the waiting calls arranged in the order of allocation on the waiting call display screen based on the time information for each waiting call.
The waiting call display program according to Appendix 1 or 2, characterized in that.

(Appendix 4) The display process displays customer information corresponding to each of the waiting calls arranged in the order of allocation on the waiting call display screen based on the customer information associated with the caller ID for each waiting call. do,
The waiting call display program according to any one of Supplementary note 1 to 3, wherein the program is characterized by the above.

(Appendix 5) Based on the waiting call table showing the order in which the waiting calls are allocated, the waiting call display screen in which the waiting calls are arranged in the above order is displayed.
The order in the wait call table is changed based on the operation of changing the order of specific wait calls on the wait call display screen.
A waiting call display method characterized by a computer performing processing.

(Appendix 6) Whether or not the processing to be changed permits the insertion of the new waiting call before the assigned order of the specific waiting call after the change when a new waiting call occurs. The computer further performs the process of accepting the operation to specify
The waiting call display method according to Appendix 5, characterized in that.

(Appendix 7) The process to be displayed displays the waiting time corresponding to each of the waiting calls arranged in the order of allocation on the waiting call display screen based on the time information for each waiting call.
The waiting call display method according to Appendix 5 or 6, wherein the waiting call display method is described.

(Appendix 8) The display process displays customer information corresponding to each of the waiting calls arranged in the order of allocation on the waiting call display screen based on the customer information associated with the caller ID for each waiting call. do,
The waiting call display method according to any one of Supplementary Provisions 5 to 7, wherein the waiting call display method is described.

1 ... Call center system 2, 2a, 2b, 2c ... Customer terminal 3 ... Telephone network 10 ... Call server 11 ... Call terminal 12 ... Management terminal 13 ... Monitor 14 ... Private communication network 20 ... Communication unit 21 ... Automatic answering device 22 ... ACD Device 23 ... Storage unit 24 ... Control unit 30 ... Customer information 31 ... Rule definition information 32 ... Waiting call list 40 ... Setting unit 41 ... Incoming call processing unit 42 ... Waiting call display unit 43 ... Allocation order changing unit 200 ... Computer 201 ... CPU
202 ... Input device 203 ... Monitor 204 ... Speaker 205 ... Media reader 206 ... Interface device 207 ... Communication device 208 ... RAM
209 ... Hard disk device 210 ... Bus 211 ... Program 212 ... Various data C1, C2 ... Case G ... Display screen G1 ... List screen G2 ... Distribution screen G3 ... Priority screen G4 ... Tooltip display G5 ... Icon display G6 ... Flag setting G31 ~ G36 ... Waiting call display

Claims (5)

A waiting call display screen in which the waiting calls are arranged in the above order based on the waiting call table showing the order in which the waiting calls are allocated is displayed.
The order in the wait call table is changed based on the operation of changing the order of specific wait calls on the wait call display screen.
A waiting call display program characterized by having a computer execute processing. The process of changing is an operation of specifying whether or not to allow the new wait call to be inserted before the assigned order of the specific wait call after the change when a new wait call occurs. Let the computer perform further processing to accept
The waiting call display program according to claim 1. The process to be displayed displays the waiting time corresponding to each of the waiting calls arranged in the order of allocation on the waiting call display screen based on the time information for each waiting call.
The waiting call display program according to claim 1 or 2. The display process displays customer information corresponding to each of the waiting calls arranged in the order of allocation on the waiting call display screen based on the customer information associated with the caller ID for each waiting call.
The waiting call display program according to any one of claims 1 to 3, characterized in that. Based on the waiting call table showing the order in which the waiting calls are allocated, the waiting call display screen in which the waiting calls are arranged in the above order is displayed.
The order in the wait call table is changed based on the operation of changing the order of specific wait calls on the wait call display screen.
A waiting call display method characterized by a computer performing processing.

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