JP4068629B2 - Incoming call distribution program - Google Patents

Description

  According to the present invention, in order to respond to a customer's telephone inquiry, an operator's allocation, an operator's reception, and an operator's reception record creation for an incoming telephone call of an inquiry from a customer (hereinafter referred to as an “incoming call”). The present invention relates to a program for causing a computer to execute a process of allocating the incoming call to an operator's telephone in a call center or the like that performs a response operation with a three-step process as one cycle.

  The call center provides a service for operators to respond to customer inquiries by telephone as a support service for products after sales. Operators who are not working with customers (hereinafter referred to as “empty operators”) are allocated to and connected to incoming calls of customers to respond to customer inquiries.

  However, if there is no available operator at the time of the customer's incoming call, an operator who is connected to the incoming call with the customer and who is answering the call, or an answering record that creates a response record with the customer The customer's incoming call is awaited until one of the operators becomes a vacant operator and can be connected to the incoming call. In the meantime, the customer is kept waiting at the telephone, resulting in a problem that the customer's evaluation of the service provided by the call center is lowered.

  On the other hand, as a conventional technique for effectively using the waiting time of the customer, a technique for reducing the customer's dissatisfaction by predicting the waiting time of the customer and playing a voice according to the predicted waiting time (for example, , Patent Document 1), and a technology (for example, Patent Document 2) in which a customer receives a return of profit from a call center instead of advertising other companies during the waiting time.

In addition, as a conventional technique for reducing the waiting time of the customer, the voice data and the response record data at the time of the response are stored in association with each other, and the response recording operation is performed immediately after the end of the call response operation with the customer. Do not do this, but at a later time, do it at a later time to reduce the waiting time (for example, Patent Document 3), inform the customer that you want to call back, and call back when a free operator is available There was a technique (for example, Patent Document 4).
JP 2001-53884 A JP 2003-60791 A JP 2002-135430 A JP 2000-341414 A

  Causes of customer dissatisfaction with the services provided by the call center are mainly due to the low response skills of the operator and the long waiting time until connection to the operator.

  In order to prevent a decline in customer evaluation for the call center, it is important to reduce incoming calls (hereinafter referred to as “abandoned calls”) that are disconnected by the customer while waiting for connection to the operator. To reduce the number of abandoned calls, it is sufficient to increase the number of operators who respond. However, since the cost increases due to the increase in the number of operators, the number of abandoned calls can be reduced by improving the response rate without increasing the number of operators. It is thought that it is most desirable to realize the technique to make it.

  In view of this point, the above-described prior art has the following problems. For example, a technique for reproducing audio data in accordance with the waiting time as in Patent Document 1, and a benefit to customers by reproducing audio data containing advertisements of other vendors during the waiting time as in Patent Document 2. In the method of giving an opportunity for reduction, the response time and the waiting time of the customer itself cannot be shortened. Therefore, there is a problem that the turnover rate of the operator's reception work is not improved and the time for waiting for the customer is not reduced.

  Also, as in Patent Document 3, in the method in which the response recording work is separated from the call response work, the work efficiency of the response recording work is reduced by deferring the response recording work. As a result, the working turnover rate does not improve much and the operation cost increases.

  In addition, as in Patent Document 4, when a customer's incoming call is once disconnected and called back, the operation cost is increased by the amount of the work to call the customer again, and the customer's schedule is met. There is a problem in that customer satisfaction is reduced due to the inability to perform.

  An object of the present invention is to improve the work efficiency and customer evaluation of a customer's telephone work performed at a call center or the like, and use a waiting time until the customer's incoming call is connected to an operator. The customer's inquiries are obtained, and the customer's incoming call is distributed to the operator so that the operator can perform a smoother answer by knowing the approximate inquiry contents before the operator starts the call answering work with the customer. It is to provide processing technology to connect.

  The present invention is an incoming call distribution program for causing a computer to function as an incoming call distribution device for distributing and connecting a customer's incoming call to a plurality of operators, and waiting time until the customer's incoming call is connected to the operator. Use it to record customer inquiries, reserve one operator as the customer's incoming call destination, and the reserved operator (hereinafter referred to as “reservation operator”) During this period, the recorded data is reproduced, and the operator is notified of the contents of the inquiry, and then the process of connecting the customer's incoming call is performed.

  According to the present invention, it is possible to notify the inquiry contents to the operator assigned as the connection destination of the customer's incoming call by reproducing the recorded data before answering the call. Accordingly, it is possible to shorten the time for inquiring about the contents of the inquiry from the customer during the call answering work, and to shorten the answering work time per case and improve the turnover rate of the answering. In addition, it is possible to respond more smoothly than in the case where there is no information in advance about the contents of the inquiry, and it can be expected that the customer's satisfaction with the operator's response will be improved.

  Further, the program of the present invention further edits the recorded recording data so as to have a predetermined time, and reproduces the recorded recording data while the reservation operator is working on the reception of the previous customer. It is characterized by performing processing.

  According to the present invention, the recorded data can be edited into audio data of a predetermined time, and the inquiry content can be notified to the operator in a shorter reproduction time than the recorded data. Therefore, the operator can more efficiently listen to the inquiry contents of the customer during the previous customer's response recording work, and can shorten the time of the entire response work and improve the response turnover rate.

  Furthermore, the present invention is an incoming call distribution program for causing a computer to function as an incoming call distribution device for distributing and connecting customer incoming calls to a plurality of operators, recording customer inquiry contents, and receiving customer incoming calls. Select one or more operator candidates to connect to, and play the recorded data while the selected candidate is working on the previous customer's reception, and receive this incoming call from the candidate who heard the recorded data Receives a declaration that a call is desired to be reserved (hereinafter referred to as a “reservation declaration”), determines the declared candidate as a reservation operator, and connects the customer's incoming call It is characterized by that.

  According to the present invention, one or more operators who can be a connection destination of an incoming call of a customer are selected as candidates, and customer inquiry contents are notified to these candidates, for example, candidates who have more detailed knowledge about the inquiry contents. Candidates who have already responded to similar inquiries can make reservation declarations themselves, and can connect incoming calls of customers to the declared candidate operators. Therefore, it is possible to realize smoother and more efficient reception work, and the rotation rate of the reception can be improved. In addition, it can be expected to improve customer satisfaction with the work.

  Furthermore, the present invention is an incoming call distribution program for causing a computer to function as an incoming call distribution device for distributing and connecting customer incoming calls to a plurality of operators, recording customer inquiry contents, and recording the voice from the recorded data. Create and display an icon for the incoming call containing the keyword extracted based on the character data that has been recognized, receive a reservation declaration from the operator who saw the keyword, reserve the declared operator, and reserve the operator After the recorded data is reproduced, the process for connecting the incoming call of the customer is performed.

  According to the present invention, the operator can declare that he / she is the destination of the incoming call by looking at the displayed icon keyword, and can connect the customer's incoming call to the declared operator candidate. Therefore, it is possible to realize smoother and more efficient reception work, and improve the turnover rate of the reception work. In addition, it can be expected to improve customer satisfaction with the work.

  As described above, according to the present invention, the inquiry content is recorded by using the time for which the customer waits for the reception of the operator, and the recorded data is reproduced for the operator reserved as the connection destination of the customer's incoming call. The contents of the inquiry are notified in advance before the start of the call answering work.

  Therefore, since the operator can start the call answering work after knowing the inquiry contents of the customer to some extent, it is possible to shorten the time for the inquiry contents to be heard from the customer.

  In addition, since the operator can also prepare in advance for the call answering work, the time required for the entire answering work can be shortened, and the turnover rate of the answering work can be improved.

  Also, since the customer is recorded using the time waiting for the connection to the operator, it can be expected that the customer will not feel that the waiting time is inefficient or wasted, resulting in abandonment. Calls can be reduced, and customer evaluation for the call center can be prevented from being lowered.

  Further, in the present invention, the inquiry content is recorded by using the time for the customer to wait for the operator, the recorded data is reproduced for one or more operators to inform the inquiry content, and the operator himself, Be able to offer to be the destination of the incoming call.

  As a result, it is possible to utilize the knowledge and experience of operators who have deeper knowledge of customer inquiries and operators who have responded to similar inquiries, improving customer satisfaction with the response. Can be made.

  Further, in the present invention, the customer inquiry content is recorded, a keyword representing the inquiry content is extracted using the character data converted from the recorded data, and an icon of the incoming call including the keyword is displayed on the operator terminal. Then, the operator is informed of the contents of the inquiry so that the operator himself can offer to be the connection destination of the incoming call.

  In general, customer satisfaction when the objectives can be achieved by interacting with skilled operators even if the customer's waiting time is somewhat longer is the purpose of the customer satisfaction by responding to operators who have short waiting times but lack skills. It is known that it will be higher than the satisfaction when it cannot be achieved. Therefore, by recording the contents of the inquiry, even if the time from when the customer calls the call center until the end of the response with the operator is somewhat longer, the response by the call with the operator can be performed smoothly. Can be expected to directly relieve dissatisfaction.

  Also, compared to the case where an operator with little knowledge of the contents of an inquiry responds while using information retrieval, etc., the total time required for the response (downtime) tends to be shortened when an operator with knowledge already responds. Is also known. Therefore, it can be expected that the customer satisfaction is improved while the increase in downtime is suppressed by shortening the time for answering calls.

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

  In the embodiment of the present invention, the automatic incoming call distribution device according to the present invention is installed in a call center.

[First Embodiment]
In the first embodiment of the present invention, when a call from a customer A is received, the automatic incoming call distribution device 1 records an inquiry content a using a waiting time until the incoming call is connected to an operator. Keep it. Then, an operator to be reserved as a connection destination of the incoming call of the customer A is selected. While the selected reservation operator is creating a response record with the previous customer B, the recorded data of the inquiry contents a scheduled for the next response is heard and the incoming call of the customer A is connected after the recorded data is reproduced I do. By making it possible for the operator to respond to the customer A after knowing the inquiry content a in advance, the time required to hear the inquiry content a from the customer A can be shortened, thereby reducing the total time required for the response work. is there.

  FIG. 1 shows a configuration example of an automatic incoming call distribution device 1 according to the first embodiment.

  The automatic incoming call distribution device 1 includes an inquiry storage unit 101, a work state storage unit 102, a work end time storage unit 103, an operator reservation storage unit 104, an inquiry recording unit 110, a recorded data reproduction unit 111, a work state holding unit 112, and a work end. Time prediction means 113, operator selection means 114, and incoming call connection means 115 are provided.

  The automatic incoming call distribution device 1 accepts a call from the customer telephone 2, reproduces predetermined voice data on the operator terminal 3 equipped with means for calling with the customer telephone 2, displays the predetermined data, and displays the predetermined data on the operator terminal 3. An incoming call of the telephone 2 is connected.

  The inquiry storage means 101 is a means for storing recorded data of customer inquiry contents recorded by the inquiry recording means 110.

  FIG. 2 shows an example of data stored in the inquiry storage unit 101. The inquiry storage means 101 stores recording data associated with the incoming call ID. The recorded data is audio data in the wav format, for example. The incoming call ID is information for identifying the customer's incoming call.

  The work state storage means 102 is means for storing work state information indicating the work state of the operator.

  FIG. 3 shows an example of data stored in the work state storage unit 102. The work state storage unit 102 stores work state information (work state) associated with the operator ID. The operator ID is information for identifying the operator. The work status is a status indicating the status of the work in the service work with the customer, and for example, a status such as “call answering, answering recording, waiting” is set. Call answering indicates the status of the answering work that is actually answering a call with the customer. During the answering record, it shows the status during the answering work in which an answer record related to answering a call with the customer is created. During standby, it indicates that the customer is not working. An operator whose work status is waiting is an empty operator.

  The work end time storage means 103 is a means for storing a predicted work end time indicating a predicted value of a time at which the operator's response work will end from the present time.

  FIG. 4 shows an example of data stored in the work end time storage means 103. The work end time storage means 103 stores the predicted work end time associated with the operator ID. The predicted work end time is calculated by the work end time prediction means 113. For example, when it is predicted that the operator's response work will be completed 5 minutes and 15 seconds from the current time, “05:15 later” is set. “After 00:00” means a state in which no answering operation is currently performed (standby).

  The operator reservation storage means 104 is means for storing reservation status information indicating the presence / absence of a reservation status of each operator.

  FIG. 5 shows an example of reservation status information stored in the operator reservation storage means 104. The operator reservation storage means 104 stores reservation status information (reservation status and incoming call ID) associated with the operator ID. The reservation status of the reservation status information is information indicating whether or not the operator is reserved as the connection destination of the customer's incoming call. For example, “reserved, no reservation” is set. Reserved indicates a state reserved as a connection destination of a customer's incoming call, and no reservation indicates a state not reserved as a connection destination. The incoming call ID in the reservation status information is an incoming call ID that identifies a reserved incoming call.

  The inquiry recording means 110 is a processing means for recording a customer's voice explaining the inquiry contents and storing the recorded data (voice data) in the inquiry storage means 101.

  The recorded data reproducing means 111 is a processing means for reproducing the recorded data of the reserved incoming call stored in the inquiry storage means 101 by the operator terminal 3 of the operator who reserved the incoming call of the customer.

  The work status holding means 112 monitors the status of the operator's answering work, sets the work status information as to whether the operator is in a call answering, answering recording or standby status and stores the work status. Processing means stored in the means 102. The work state holding means 112 determines the operator's response work state from the processing executed on the operator terminal 3, and updates the work state information as needed. For example, if the call processing means for an incoming call is being executed, it is determined that the call is being answered, and if the data input processing means is being executed, it is determined that the call is being recorded. If neither the call processing means nor the data input processing means is being executed, it is determined as “standby”.

  The work end time prediction unit 113 is a processing unit that calculates a predicted work end time, which is a predicted value from the current time until the end of the work for the operator's response work, and stores it in the work end time storage unit 103.

  The operator selection unit 114 selects a reservation operator to be reserved as a connection destination of the customer's incoming call based on the work state information in the work state storage unit 102, updates the reservation status information of the selected reservation operator, and reserves the operator. Processing means for storing in the storage means 104.

  The incoming call connection means 115 is a processing means for connecting the customer's incoming call to the operator terminal 3 of the reservation operator.

  FIG. 6 shows a processing flow of the automatic incoming call distribution apparatus 1 according to the first embodiment.

  It is assumed that the automatic incoming call distribution device 1 updates the work status information of each operator as needed by the work status holding means 112, separately from the processing flow of FIG.

  When the incoming call distribution device 1 receives an incoming call from the customer (not shown) by the incoming call management means (step S11), the work status holding means 112 checks the work status information of each operator in the work status storage means 102. Then, it is determined whether or not there is an empty operator whose work state is “standby” (step S12).

  When there is a vacant operator (YES in step S12), one vacant operator is selected by the operator selection means 114, and the customer's incoming call is connected to the operator terminal 3 of the vacant operator by the incoming call connection means 115 (step S13). ). The operator to which the customer's incoming call is connected may be selected from a plurality of available operators, but it should be selected according to a predetermined order such as the oldest connection time, the highest operator skill level, or the like. A method of randomly selecting from a plurality of empty operators is used.

  On the other hand, when there is no vacant operator (NO in step S12), the work end time prediction unit 113 calculates the predicted work end time with reference to the operator's work state information and stores it in the work end time storage unit 103. (Step S14).

  As a method of calculating the predicted work end time, for example, the time required for answering work is uniformly set, and standard response work time per case = 30 minutes (time required during call answering (standard call answering time) = 20 minutes. , Required time during the response recording (standard response recording time) = 10 minutes). Then, the time when the work state of the work state information becomes “call answering” is set as a start time, and the standard call answering time (20 minutes) is subtracted in real time until the time becomes 0 second. Then, the standard response work time is changed to the standard response recording time (10 minutes) and further subtracted in real time until reaching 0 second, and the subtracted remaining time is used as the predicted work end time.

  Furthermore, the operator selection means 114 calculates a predicted waiting time that is a predicted value of the waiting time until the customer's incoming call can be connected to the operator terminal 3, and the predicted waiting time is a predetermined threshold (for example, 1 minute). ) Is determined (step S15).

  As a method for calculating the predicted waiting time, for example, a method in which the shortest time among the predicted work end times stored in the work end time storage means 103 is used as a predicted value, and several predicted work end times are extracted from the shortest. A method using the average as a predicted value, or a method of counting the number of incoming calls of customers who have already been waiting and using the predicted work end time from the shortest to the number-th number of operators is used.

  When the predicted waiting time is smaller than the threshold (YES in step S15), the guidance voice data is urged to wait for the customer (step S16), the operator's work status information is monitored, and an empty operator occurs. Then, the customer's incoming call is connected to an empty operator (step S13).

  On the other hand, if the predicted waiting time is larger than the threshold (NO in step S15), the customer is informed that a waiting time will occur and asks whether or not to record the inquiry using the waiting time. , The customer selection is determined (step S17).

  If the customer has selected not to record the inquiry content (NO in step S17), the process proceeds to step S16.

  If the customer chooses to record the inquiry content (YES in step S17), the inquiry recording means 110 records the customer's voice explaining the inquiry content, and uses this recorded data (voice data) as the customer's incoming call. Together with the incoming call ID assigned to the inquiry storage means 101 (step S18).

  Then, the operator selection means 114 refers to the number of customers waiting, the operator reservation status information in the operator reservation storage means 104, and the predicted work end time of the operator stored in the work end time storage means 103. The reservation operator for the call is selected, the reservation status (reserved) of the selected operator and the incoming call ID of the incoming call are set, and the reservation status information is updated (step S19).

  The selection method of the reservation operator is, for example, an incoming call with a longer waiting time based on the number of incoming calls (number of customers) waiting in advance and the predicted work end time from among the operators whose reservation status is not reserved. A method of allocating an operator having a short predicted work end time as a reservation operator in the order of, and a method of allocating a predicted work end time divided by a value correlated with the skill level of each operator in ascending order.

  Next, the recorded data reproduction means 111 checks whether or not the work state of the work state information of the reservation operator in the work state storage means 102 is in a call-response with the previous customer (step S110). If the work state of the reservation operator is “calling” (YES in step S110), the operator reservation is made when the work state of the reservation operator transitions to “working recording”, that is, when the response recording work is started. The recorded data corresponding to the incoming ID of the reservation status information of the reservation operator stored in the storage means 104 is reproduced (step S111).

  Alternatively, if the work status of the reservation operator is during response recording (NO in step S110), the recorded data corresponding to the reserved incoming call is reproduced by the recorded data reproduction means 111 (step S112).

  When the recorded data is reproduced in step S111 or S112, the recorded data is very short, and the reproduction may end during the response recording operation. In such a case, the recorded data reproducing means 111 may repeatedly reproduce the recorded data so that the reservation operator can understand the inquiry contents more deeply.

  When the work status of the reservation operator transitions to standby, that is, when the reservation operator finishes the previous customer's response recording work, the reservation status information of the reservation operator stored in the operator reservation storage means 104 by the incoming call connection means 115 Based on the incoming call ID, the reserved customer's incoming call is connected to the reservation operator (step S113).

  Here, when the playback time of the recorded data is longer than the time of the response recording work, for example, a method of connecting the incoming call by stopping playback of the recorded data at the end of the response recording work, The reservation operator's operator terminal 3 displays the options of waiting for the completion of the playback of all data, connecting to the incoming call, canceling the playback of the recorded data, or playing back all the recorded data. Then, use a method that allows the reservation operator to select.

[Second Embodiment]
In the second embodiment of the present invention, when a call from customer A is received, the automatic incoming call distribution device 1 records the inquiry content a using the waiting time until the incoming call is connected to the operator. The recorded data is edited so that it can be played back in a predetermined time. Then, the reservation operator of the incoming call of customer A is selected, and the edited recording data of the inquiry contents a scheduled to be addressed next is notified to the selected reservation operator while the response record with the previous customer B is being created. The After the edited recording data is reproduced, a process for connecting the incoming call of customer A is performed. Play back the edited recording data that shortens the playback time of the recording data of inquiry contents a, so that the operator can know the inquiry contents of customer A more efficiently, and the total time required for the response work It is intended to shorten.

  FIG. 7 shows a configuration example of the automatic incoming call distribution device 1 in the second embodiment.

  The automatic incoming call distribution apparatus 1 includes an inquiry storage unit 101, an operation state storage unit 102, an operator reservation storage unit 104, an inquiry recording unit 110, a recorded data reproduction unit 111, an operation state holding unit 112, an operator selection unit 114, and an incoming connection unit 115. , Editing result storage means 120, each work end time storage means 121, recording data editing means 122, and each work end time prediction means 123.

  Among the means constituting the automatic incoming call distribution apparatus 1 shown in FIG. 7, the means assigned the same number as the means of the automatic incoming call distribution apparatus 1 shown in FIG. 1 indicates that the same processing is performed. .

  The editing result storage unit 120 is a unit that stores the recording data (voice data) edited by the recording data editing unit 122.

  FIG. 8 shows an example of data stored in the editing result storage unit 120. The edited result storage unit 120 stores edited recording data associated with the incoming call ID. The edited recording data is audio data in the wav format, for example.

  Each work end time storage means 121 is a means for storing an operator's predicted work end time and predicted response end time.

  FIG. 9 shows an example of data stored in each work end time storage unit 121. Each work end time storage unit 121 stores a predicted work end time and a predicted response end time associated with the operator ID.

  The predicted work end time is a predicted value of the time from the current time until the operator's answering work (call answering work and answering record work) is finished. The predicted answering end time is a predicted value of the time from the present time until the operator's call answering work is completed. For example, when the operator's call answering work is predicted to end in 2 minutes and 15 seconds from the present time, “02: After 15” is set. “After 00:00” means that the call is not currently being answered.

  The recording data editing unit 122 is a processing unit that edits the recording data stored in the inquiry storage unit 101 into audio data within a predetermined time, and stores the edited recording data in the editing result storage unit 120.

  Each work end time predicting means 123 has an estimated value (predicted work end time) from the current time to the end of the answering work and an estimated value of time from the current time until the call answering work is finished (for the operator's answering work) (Predicted response end time) is calculated and stored in each work end time storage unit 121.

  10 and 11 show a processing flow of the automatic incoming call distribution apparatus 1 according to the second embodiment.

  It is assumed that the automatic incoming call distribution device 1 updates the work state information of each operator as needed by the work state holding unit 112, separately from the processing flows of FIGS.

  When the incoming call distribution device 1 receives an incoming call from a customer (not shown) by the incoming call management means (step S21), the work status holding means 112 checks the work status information of each operator in the work status storage means 102. Then, it is determined whether or not there is an empty operator whose work status is “standby” (step S22).

  If there is a vacant operator (YES in step S22), one vacant operator is selected by the operator selection means 114, and the customer's incoming call is connected to the operator terminal 3 of the vacant operator by the incoming call connection means 115 (step S23). ).

  On the other hand, when there is no vacant operator (NO in step S22), each work end time predicting means 123 calculates the predicted work end time and the predicted response end time with reference to the operator's work state information, and ends each work. Stored in the time storage means 121 (step S24).

  As a method of calculating the predicted answering end time, for example, the time required for answering a call in answering work (standard call answering time) is set to 20 minutes uniformly, and the work status of the work status information is “busy answering”. If there is, a method is used in which the time when “call answering” is set as a start time and the remaining time is set as a predicted answer end time by subtracting in real time until the standard call answering time (20 minutes) reaches 0 seconds. The method described in the first embodiment is used as the method for determining the predicted work end time.

  Further, the operator selection means 114 calculates a predicted waiting time until the customer's incoming call can be connected to the operator terminal 3, and determines whether or not the predicted waiting time is within a predetermined threshold (for example, 1 minute). Determination is made (step S25). The method described in the first embodiment is used as a method for calculating the predicted waiting time.

  If the predicted waiting time is smaller than the threshold (YES in step S25), the guidance voice data is sent to prompt the customer to wait (step S26), the operator's work status information is monitored, and an empty operator is generated. In this case, the customer's incoming call is connected to an empty operator (step S23).

  On the other hand, if the predicted waiting time is larger than the threshold (NO in step S25), the customer is informed that a waiting time will occur and asks whether or not to record the inquiry using the waiting time. The customer is selected (step S27).

  If the customer has selected not to record the inquiry content (NO in step S27), the process proceeds to step S26.

  When the customer chooses to record the inquiry content (YES in step S27), the inquiry recording means 110 records the customer's voice explaining the inquiry content, and this recorded data (voice data) is used as the customer's incoming call. Together with the incoming call ID assigned to the inquiry storage means 101 (step S28).

  The operator selection means 114 refers to the number of customers waiting, the operator reservation status information in the operator reservation storage means 104, and the predicted work end time of the operator stored in each work end time storage means 121. The reservation operator for the incoming call is selected, the reservation status (reserved) of the selected operator and the incoming call ID of the incoming call are set, and the reservation status information is updated (step S29). The reservation operator selection method uses the method described in the first embodiment.

  Next, each work end time prediction means 123 calculates a predicted value (predicted remaining recording work time) of the remaining time of the previous customer's reception recording work of the reservation operator (step S210). As a method of calculating the predicted remaining recording work time, a method is used in which a difference time between the predicted work end time and the predicted response end time of the reservation operator stored in each work end time storage unit 121 is used as a predicted value.

  Then, the recording data editing unit 122 edits the recording data stored in the inquiry storage unit 101, and stores the edited recording data in the editing result storage unit 120 (step S211).

  As a method for editing the recording data, for example, a method of shortening the recording data by deleting an extra blank portion in the recording data is used. Further, when the automatic incoming call distribution device 1 includes voice recognition means, using the processing result of the voice recognition means, there are a part that explains the inquiry contents of the recorded data and a part that seems to be less relevant to the inquiry. It is also possible to use a method of deleting a part that is unlikely to be related to the inquiry content.

  The recorded data editing means 122 also sets the reproducible time based on the estimated remaining recording work time so that the edited recording data can be completely reproduced while the reservation operator is working on the previous customer's reception. A method of calculating and editing so that the recorded data can be reproduced within the reproducible time may be used.

  As a method for calculating the reproducible time, for example, a method in which the reproducible time is obtained by subtracting the average editing time of the recording data from the estimated remaining recording work time, or the length of the replaying time of the recording data instead of the average editing time A method for obtaining the reproducible time by using the editing time determined in advance is used.

  Then, the recorded data editing unit 122 stores the recorded edited data in the editing result storage unit 120 in association with the incoming call ID.

  Thereafter, the recorded data reproduction means 111 checks whether or not the status information of the work status information of the reservation operator in the work status storage means 102 is “calling” with the previous customer (step S212). If the work state of the reservation operator is “call answering” (YES in step S212), the edited recording data corresponding to the incoming call ID of the reservation status in the operator reservation storage means 104 is reproduced after the response recording work is started. (Step S213). On the other hand, if the working state of the reservation operator is “recording in response” (NO in step S212), the recorded data reproduction means 111 reproduces the edited recorded data (step S214).

  When the reservation operator finishes creating the response record with the previous customer, the incoming call connection means 115 reserves the incoming call of the reserved customer based on the incoming call ID of the reservation operator in the operator reservation storage means 104. Connect to the operator (step S215). The method described in the first embodiment is used as the incoming call connection method.

[Third Embodiment]
In the third embodiment of the present invention, when a call from a customer A is received, the automatic incoming call distribution device 1 records the inquiry contents a of the customer and records the recorded data to one or more operators. Play and hear the inquiry a. Then, one operator makes a reservation declaration for the incoming call of the customer A, determines the declared operator as the reservation operator, and performs processing for connecting the incoming call of the customer A.

  The operator can listen to the inquiry contents a and make a reservation declaration, so that an operator who is more detailed about the inquiry contents a or an operator who has responded to the same contents responds to the customer A, thereby shortening the time to hear the inquiry contents a. In addition to being able to respond more smoothly, the total time required for response work can be further reduced.

  FIG. 12 shows a configuration example of the automatic incoming call distribution device 1 according to the third embodiment.

  The automatic incoming call distribution device 1 includes an inquiry storage unit 101, an operation state storage unit 102, an operator reservation storage unit 104, an inquiry recording unit 110, a recorded data reproduction unit 111, an operation state holding unit 112, an incoming call connection unit 115, an editing result storage unit. 120, each work end time storage means 121, recording data editing means 122, each work end time prediction means 123, candidate operator selection means 131, and reservation determination means 132.

  Of the means constituting the automatic incoming call distribution apparatus 1 shown in FIG. 12, the means assigned the same number as the means of the automatic incoming call distribution apparatus 1 shown in FIG. 7 indicates that the same processing is performed. .

  The candidate operator selection means 131 is a process for selecting one or more operators who are candidates for reservation operators (hereinafter referred to as “candidate operators”) based on the work status information of each operator stored in the work status storage means 102. Means.

  The reservation determination unit 132 is a processing unit that determines one reservation operator from the candidate operators who have transmitted the reservation declaration when receiving the reservation declaration of the customer's incoming call from the operator terminal 3 of the candidate operator.

  13 and 14 show a processing flow of the automatic incoming call distribution apparatus 1 according to the third embodiment.

  It is assumed that the automatic incoming call distribution device 1 updates the work state information of each operator as needed by the work state holding means 112, separately from the processing flows of FIGS.

  When the incoming call distribution device 1 receives an incoming call from a customer (not shown) by an incoming call management means (step S31), the automatic incoming call distribution device 1 informs the customer that there is a time to wait for an operator and uses the waiting time. Then, an inquiry is made as to whether or not the inquiry content is to be recorded, and the customer selection is determined (step S32).

  When the customer chooses not to record the inquiry content (NO in step S32), the work state holding means 112 checks the work state information of each operator in the work state storage means 102, and the work state is “waiting”. It is determined whether there is a free operator (step S33).

  If there is a vacant operator (YES in step S33), one vacant operator is selected by the candidate operator selection means 131, and the customer's incoming call is connected to the operator terminal 3 of the vacant operator by the incoming call connection means 115 ( Step S34). On the other hand, if there is no vacant operator (NO in step S33), the guidance voice data is sent to prompt the customer to wait (step S35), and the operator's work status information is monitored, and a vacant operator is generated. Then, the customer's incoming call is connected to the idle operator (step S34).

  If the customer chooses to record the inquiry content (YES in step S32), the inquiry recording means 110 records the customer's voice explaining the inquiry content, and this recorded data (voice data) is recorded by the customer. The incoming call ID assigned to the incoming call is stored in the inquiry storage means 101 (step S36).

  Then, the reservation determination unit 132 selects one or more candidate operators, and stores the reservation status information in which reservation is temporarily set in the reservation status of the selected candidate operators, in the operator reservation storage unit 104 (step S37).

  As a method for selecting candidate operators, for example, a method of randomly selecting from the operators, a method of selecting up to a predetermined number of candidate operators in order of increasing skill among the vacant operators, and the like are used. Also, a method of registering information such as skills and specialized fields of each operator as operator information and selecting up to a predetermined number of candidate operators while distributing the skills and specialized fields as much as possible is used.

  The number of candidate operators may be selected from at least one candidate operator. In addition to a method of setting a predetermined number of fixed operators, the predetermined number of operators to be selected when there are a large number of incoming calls waiting for connection. Alternatively, a method may be used in which the number is set to be small, or when the number of vacant operators is large, a predetermined number of persons are increased and set.

  Next, the predicted remaining record work time of the candidate operator group is calculated by each work end time predicting means 123 using the predicted work end time and predicted response end time of the candidate operator stored in each work end time storage means 121. Calculate (step S38). The method described in the second embodiment is used as a method for calculating the predicted remaining recording work time.

  Then, the recording data editing means 122 edits the recording data stored in the inquiry storage means 101 using the reproducible time calculated from the predicted remaining recording work time, and stores the edited recording data in the editing result storage means 120. (Step S39). The method described in the second embodiment is used for the method for calculating the reproducible time and the method for editing the recorded data.

  Next, the reservation determination unit 132 checks whether or not the work information of the work state information of the reservation operator in the work state storage unit 102 is “on call” with the previous customer (step S310).

  A button for declaring reservation of the incoming call of the customer is displayed on the operator terminal 3 of the candidate operator who is not “calling” with the previous customer, and the recorded data reproducing means 111 reproduces the edited recorded data. (Step S311).

  For the candidate operator who is "calling" with the previous customer, when the work status is "recording", a reservation declaration button is displayed on the operator terminal 3, and the recorded data is recorded by the recorded data playback means 111. Data is reproduced (step S312).

  Here, if the candidate operator knows the contents of the inquiry from the edited recording data that has been reproduced and wishes to respond to the customer, that is, if the operator wishes to be reserved as the connection destination of this incoming call, The reservation declaration button is pressed (selected by clicking), and a reservation declaration is sent to the reservation determination means 132. For example, if the replayed inquiry content is the inquiry content of your field of expertise, or if you have repeatedly answered the same inquiry content and think that this inquiry content can be handled smoothly, The operator presses a reservation declaration button to send a reservation declaration.

  The reservation determination unit 132 determines whether a reservation declaration has been received from one operator terminal 3 of the candidate operator (step S313).

  When a reservation declaration is received from one of the candidate operators (YES in step S313), the candidate operator that has made the reservation declaration first is determined as the reservation operator (step S314). Then, for the candidate operators other than the candidate operator selected as the reservation operator by the recording data reproducing means 111, the reproduction of the edited recording data for the operator terminal 3 is stopped, and the reservation status is set to “no reservation”. Is updated (step S315).

  When the reservation operator finishes the work of creating the reception record with the previous customer, the incoming call connection means 115 sends the reserved customer's incoming call to the reservation operator based on the incoming call ID of the reservation operator in the operator reservation storage means 104. Connect (step S316). The method described in the first embodiment is used as the incoming call connection method.

  On the other hand, if a candidate operator whose previous customer's work status is “standby (empty operator)” is made before accepting the reservation declaration from the candidate operator (NO in step S313), the reservation determining means 132 For example, the candidate operator for whom the previous customer's response recording work has been completed first is determined as a reservation operator (step S317), and the incoming call connection means 115 determines the incoming call ID of the reservation operator in the operator reservation storage means 104. , The reserved customer's incoming call is connected to the reservation operator (step S316).

[Fourth Embodiment]
In the fourth embodiment of the present invention, when a call from customer A is received, automatic incoming call distribution apparatus 1 records inquiry content a of customer A, and performs voice recognition processing on the recorded data (voice data). A keyword representing the inquiry content a is extracted from the converted character data, and an icon of recording data including the keyword is created and displayed on the operator terminal 3. Then, one of the operators who have selected the icon makes a reservation declaration that it will be the connection destination of customer A's incoming call, determines the declared operator as the reservation operator, plays the recorded data, and handles the current customer's work After the completion, processing for connecting the incoming call of customer A to the declared operator is performed.

  The operator can make a reservation reservation by looking at the keyword representing the inquiry content a, and an operator who is more detailed about the inquiry content or an operator who has responded to the same content responds to the customer A, so that the inquiry content a In addition to shortening the time to listen to the problem, it will enable a smoother reception and further reduce the total time required for the response work.

  FIG. 15 shows a configuration example of the automatic incoming call distribution device 1 according to the fourth embodiment.

  The automatic incoming call distribution apparatus 1 shown in FIG. 15 includes an inquiry storage unit 101, a work state storage unit 102, an operator reservation storage unit 104, an inquiry recording unit 110, a recorded data reproduction unit 111, a work state holding unit 112, an incoming connection unit 115, An icon storage unit 140, a waiting time storage unit 141, a keyword extraction unit 142, an icon creation unit 143, a connection waiting time management unit 144, and a reservation determination unit 145 are provided.

  Of the means constituting the automatic incoming call distribution apparatus 1 shown in FIG. 15, the means assigned the same numbers as the means of the automatic incoming call distribution apparatus 1 shown in FIG. 1 indicate that the same processing is performed. .

  The icon storage means 140 is means for storing icon information indicating an incoming call in which the inquiry content is recorded.

  FIG. 16 shows an example of data stored in the icon storage unit 140. The icon storage means 140 stores the icon information keyword and icon image associated with the incoming call ID.

  The keyword of the icon information is a character string (word / phrase) indicating the inquiry content extracted from the character data as a result of voice recognition processing of the recorded data by the keyword extracting unit 142.

  The icon image of the icon information is image data representing the recording data created by the icon creation means 143. The icon image includes a keyword extracted from the recorded data (inquiry content), a reproduction request button for requesting reproduction of the recorded data, a reservation declaration button for transmitting a reservation declaration for the incoming call, and the like.

  FIG. 17 shows an example of a screen displaying a list of incoming call icons. The screen 200 of FIG. 17 is a collection of icons representing incoming calls for which recorded data is held and for which the corresponding operator is not reserved. On the screen 200 on which a plurality of icons are displayed, a button image 201 displayed as “listen to recording” indicates a reproduction request button, and a button image 202 displayed as “respond” indicates a reservation declaration button. .

  When the reproduction request button 201 is clicked, the recorded data of the incoming call is reproduced. When the reservation declaration button 202 is clicked, a reservation declaration for the incoming call is transmitted.

  The character string 203 such as “mail / transmission / reception” of the first icon is a keyword extracted as a phrase representing the inquiry content from the character data converted from the recorded data by the voice recognition processing.

  The waiting time storage means 141 is means for storing waiting time information of each customer who is waiting for an operator.

  FIG. 18 shows an example of data stored in the waiting time storage unit 141. The waiting time storage unit 141 stores waiting time information associated with the incoming call ID. The waiting time information is a waiting time from the time of arrival of each incoming call to the present time. For example, an incoming call with an incoming call ID = 0000000101 indicates that the current waiting time is 1 minute 53 seconds. The waiting time information is updated at any time by the connection waiting time management means 144.

  The keyword extracting unit 142 is a processing unit that extracts a phrase representing the inquiry content as a keyword from character data obtained by converting the recording data stored in the inquiry storage unit 101 by voice recognition processing.

  The icon creation unit 143 is a processing unit that generates an icon image representing the recording data stored in the inquiry storage unit 101 and stores and manages icon information including the generated icon image in the icon storage unit 140.

  The connection waiting time management unit 144 is a processing unit that measures the waiting time from the arrival of each incoming call to the present time, and stores and manages the waiting time information in the waiting time storage unit 141.

  The reservation determination unit 145 is a processing unit that determines a declared operator as a reservation operator when a reservation declaration is received from the operator terminal 3.

  19 and 20 show a processing flow of the automatic incoming call distribution apparatus 1 according to the fourth embodiment.

  It is assumed that the automatic incoming call distribution device 1 updates the work state information of each operator as needed by the work state holding unit 112, separately from the processing flows of FIGS.

  Each processing step from step S41 to S46 performs the same processing as each processing step from step S31 to S36 shown in FIG. Therefore, description of each step of step S41-S46 is abbreviate | omitted, and demonstrates from the process of step S47.

  After the recorded data is stored in the inquiry storage means 101 (step S46), the automatic incoming call distribution apparatus 1 uses the keyword extracting means 142 to select a keyword from the character data converted from the recorded data by the voice recognition processing means (not shown). The icon creation unit 143 extracts the icon image for displaying the keyword, the reproduction request button, the reservation declaration button, and the like, and stores the icon information in the icon storage unit 140 (step S47).

  As a keyword extraction method, for example, a method of extracting a word that includes both the processing result of the speech recognition processing means and a dictionary prepared in advance, a method of extracting a word that appears frequently in the recorded data, and the like Use.

  Based on the waiting time of each incoming call in the waiting time storage means 141, the connection waiting time management means 144 determines whether there is any customer incoming call waiting for a predetermined threshold (for example, 5 minutes) or more. (Step S48).

  If there is no incoming call of a customer waiting for a threshold or more (YES in step S48), the operator operator who refers to the reservation status information in the operator reservation storage means 104 and whose status information of the work status information is not “calling” is displayed. An icon list screen is displayed on the terminal 3 (step S49).

  Here, the operator whose screen 200 is displayed on the operator terminal 3 knows the inquiry contents of the customer who waits for the response by the keyword of the icon, and makes a reservation for the reception with the customer for the reason that the inquiry contents are the specialty field. If desired, the displayed reservation declaration button 202 is pressed (selected by clicking), and a reservation declaration is transmitted to the reservation determination means 145.

  And the reservation determination means 145 determines whether the reservation declaration was received from one operator terminal 3 of an operator (step S410).

  When a reservation declaration is received from one of the operators (YES in step S410), the operator who has made the reservation declaration first is determined as the reservation operator, and the reservation declaration icon cannot be selected or deleted screen 200 Is displayed again, the reservation status information in which the reservation status of the selected reservation operator is set to reserved is stored in the operator reservation storage means 104, and the recorded data of the incoming call declared to be reserved by the recorded data reproduction means 111 is stored. Is reproduced (step S411).

  When the reservation operator finishes the work of creating the response record with the previous customer, the incoming call connection means 115 sends the reserved customer's incoming call to the reservation operator based on the incoming call ID of the reservation operator in the operator reservation storage means 104. Connect (step S412). The method described in the first embodiment is used as the incoming call connection method.

  In addition, when there is an incoming call of a customer waiting for a threshold or more (NO in step S48), or when no reservation declaration is accepted from any operator (NO in step S410), the reservation determining means 145 is a predetermined number. The reservation operator is determined from the operator by the above method, the reservation status of the determined reservation operator is set to reserved, and the screen 200 in which the reservation declared icon is disabled or deleted is displayed again (step S413). As a reservation operator selection method, for example, the method described in the first embodiment is used.

  Then, the recording data reproducing means 111 reproduces the recording data for the reservation operator (step S414), and when the reservation operator finishes the creation of the response record with the previous customer, the incoming call connection means 115 stores the operator reservation memory. Based on the incoming ID of the reservation operator of the means 104, the reserved customer's incoming call is connected to the reservation operator (step S412).

  In the processing of step S411, the reservation operator who made a reservation declaration and made a reservation requests the reproduction of the recorded data as many times as possible during the response recording operation by pressing the reproduction request button 201 on the screen 200. be able to.

  Further, in the process of step S49, when a state occurs in which it is impossible to determine whether or not to make a reservation declaration only with the icon keyword, the operator presses the reproduction request button 201 before making the reservation declaration, A request for reproducing recorded data of an incoming call may be transmitted to the recorded data reproducing means 111.

  Although the present invention has been described above with reference to the embodiments, it is obvious that the present invention can be variously modified within the scope of the gist thereof. For example, in the third embodiment, the automatic incoming call distribution device 1 may have a configuration example in which the editing result storage unit 120 and the recording data editing unit 122 are excluded. In this case, the recorded data reproducing means 111 reproduces the recorded data in the inquiry storage means 101 instead of the edited recorded data.

  In the fourth embodiment, the automatic incoming call distribution device 1 may be a configuration example including the editing result storage unit 120 and the recording data editing unit 122 in the third embodiment. In this case, the recorded data reproducing unit 111 reproduces the edited recorded data in the editing result storage unit 120 instead of the recorded data.

  The present invention has been described as being implemented as a program that is read and executed by a computer. The program for realizing the present invention can be stored in an appropriate recording medium such as a portable medium memory, a semiconductor memory, and a hard disk, which can be read by a computer, provided by being recorded on these recording media, or communication. It is provided by transmission / reception using various communication networks via an interface.

  The features of the embodiments and examples of the present invention are listed as follows.

(Supplementary note 1) In order for a computer to function as an incoming call distribution device that distributes and connects customer incoming calls to a plurality of operator telephones,
Inquiry recording means for storing recorded data recording customer inquiry contents in inquiry storage means;
Monitors the status of the response work of multiple operators and creates a record indicating the status of the response work during a call response that indicates the status of the response work that is being handled by talking to the customer or creating a response record with the customer A work state holding means for storing work state information indicating a state of waiting or indicating a state of not performing the answering work in the work state storage means;
An operator selection means for selecting one reservation operator reserved as a connection destination of the incoming call from the plurality of operators based on the work status information;
Inquiry reproduction means for referring to the reservation operator's work status information and reproducing the recording data corresponding to the incoming call to the reservation operator when the reservation operator is in a state other than a call answering state;
An incoming call distribution program for causing an incoming call to function as an incoming call connection means for connecting the incoming call to an operator telephone of the reservation operator when all or part of the recorded data is reproduced.

(Additional remark 2) While making the said computer edit the said sound recording data into audio | voice data within predetermined time, and functioning as an edit means which stores the said edited sound recording data in an edit result memory | storage means,
The incoming call distribution program according to claim 1, wherein the inquiry reproduction means performs a process of reproducing the edited recording data for the reservation operator.

(Supplementary note 3)
The operator's response work functions as a work end time prediction means for calculating a predicted work end time indicating a predicted value of the time from the current time until the response work is completed,
The operator selection means performs a process of selecting one reservation operator reserved as a connection destination of the incoming call from the plurality of operators based on the work status information and the predicted work end time. The incoming call distribution program according to any one of Appendix 1 or Appendix 2.

(Supplementary Note 4) In order for a computer to function as an incoming call distribution device that distributes and connects customer incoming calls to a plurality of operator call machines,
Inquiry recording means for storing recorded data recording customer inquiry contents in inquiry storage means;
Monitors the status of the response work of multiple operators and creates a record indicating the status of the response work during a call response that indicates the status of the response work that is being handled by talking to the customer or creating a response record with the customer A work state holding means for storing work state information indicating a state of waiting or indicating a state of not performing the answering work in the work state storage means;
Candidate operator selection means for selecting one or more candidate operators reserved as connection destinations of the incoming call from the plurality of operators based on the work status information;
Inquiry reproduction means for referring to the working status information of the candidate operator and reproducing the recorded data corresponding to the incoming call for the candidate operator whose working status is other than the working status;
When a reservation declaration indicating that a reservation is made at the connection destination of the incoming call is accepted from the candidate operator, one reservation operator reserved as the connection destination of the incoming call is selected from the candidate operators who have made the reservation declaration Operator selection means to perform,
An incoming call distribution program for functioning as an incoming call connection means for connecting the incoming call to the reservation operator's operator telephone when the reservation operator is on standby with reference to the reservation operator's work status information.

(Supplementary note 5)
The recording data is edited into audio data within a predetermined time, and the edited recording data is made to function as editing means for storing in the editing result storage means,
The incoming call distribution program according to claim 4, wherein the inquiry reproduction means performs a process of reproducing the edited recording data for the candidate operator.

(Appendix 6) Further, the computer
For the candidate operator's answering work, a predicted work end time indicating a predicted value of the time from the current time until the answering work is completed, or a predicted answering end time indicating a predicted value of the time from the current time until the call answering work is completed. Or functioning as a work end time prediction means for calculating both the predicted work end time and the predicted response end time,
The candidate operator selection means performs a process of selecting one or more candidate operators reserved as connection destinations of the incoming call from the plurality of operators based on the work status information and the predicted work end time. 6. The incoming call distribution program according to any one of the supplementary note 4 and the supplementary note 5, which is a feature.

(Supplementary Note 7) The work end time predicting means is a predicted value of the time remaining from the present time until the end of the work for creating the response record based on the predicted work end time and the predicted response end time of the candidate operator. Perform processing to calculate the estimated remaining recording work time,
The editing means sets the reproducible time of the recorded data based on the expected remaining recording work time of the candidate operator, and performs the process of editing the recorded data so as to be the reproducible time. The incoming call distribution program according to appendix 6.

(Supplementary note 8) In order for a computer to function as an incoming call distribution device that distributes and connects customer incoming calls to a plurality of operator telephones,
Inquiry recording means for storing recorded data recording customer inquiry contents in inquiry storage means;
Keyword extracting means for extracting a keyword representing the content of an inquiry based on the character data subjected to voice recognition processing from the recorded data;
Icon creating means for creating icon image data for displaying an icon of the recording data including the keyword and storing the icon image data in an icon storage means;
An operator selection means for selecting one reservation operator to be reserved as a connection destination of the incoming call from the candidate operators who have made a reservation declaration of the corresponding incoming call by designating the icon of the recording data;
Inquiry reproduction means for reproducing the recording data to the candidate operator or the reservation operator who has made a reproduction request by designating the icon of the recording data;
An incoming call distribution program for causing an incoming call to function as an incoming call connection means for connecting the incoming call to an operator telephone of the reservation operator when all or part of the recorded data is reproduced.

It is a figure which shows the structural example of the automatic incoming call distribution apparatus in 1st Embodiment. It is a figure which shows the example of data stored in an inquiry memory | storage means. It is a figure which shows the example of data stored in a work state memory | storage means. It is a figure which shows the example of data stored in a work completion time memory | storage means. It is a figure which shows the example of the reservation status information stored in an operator reservation memory | storage means. It is a figure which shows the example of a processing flow of the automatic incoming call distribution apparatus in 1st Embodiment. It is a figure which shows the structural example of the automatic incoming call distribution apparatus in 2nd Embodiment. It is a figure which shows the example of data stored in an edit result memory | storage means. It is a figure which shows the example of data stored in each work completion time memory | storage means. It is a figure which shows the example of a processing flow of the automatic incoming call distribution apparatus in 2nd Embodiment. It is a figure which shows the example of a processing flow of the automatic incoming call distribution apparatus in 2nd Embodiment. It is a figure which shows the structural example of the automatic incoming call distribution apparatus in 3rd Embodiment. It is a figure which shows the example of a processing flow of the automatic incoming call distribution apparatus in 3rd Embodiment. It is a figure which shows the example of a processing flow of the automatic incoming call distribution apparatus in 3rd Embodiment. It is a figure which shows the structural example of the automatic incoming call distribution apparatus in 4th Embodiment. It is a figure which shows the example of data stored in an icon memory | storage means. It is a figure which shows the example of a screen which displays the list of icons. It is a figure which shows the example of data stored in a waiting time memory | storage means. It is a figure which shows the example of a processing flow of the automatic incoming call distribution apparatus in 4th Embodiment. It is a figure which shows the example of a processing flow of the automatic incoming call distribution apparatus in 4th Embodiment.

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Automatic incoming call distribution apparatus 101 Inquiry memory means 102 Work state memory means 103 Work end time memory means 104 Operator reservation memory means 110 Inquiry recording means 111 Recorded data reproduction means 112 Work state holding means 113 Work end time prediction means 114 Operator selection means 115 Incoming connection means 120 Editing result storage means 121 Each work end time storage means 122 Recording data editing means 123 Each work end time prediction means 131 Candidate operator selection means 132 Reservation determination means 140 Icon storage means 141 Wait time storage means 142 Keyword extraction means 143 Icon creation means 144 Connection waiting time management means 145 Reservation determination means 2 Customer telephone 3 Operator terminal

Claims (5)

In order for a computer to function as an incoming call distribution device that distributes and connects a customer's incoming call to a plurality of operator telephones,
Inquiry recording means for storing recorded data recording customer inquiry contents in inquiry storage means;
Monitors the status of the response work of multiple operators and creates a record indicating the status of the response work during a call response that indicates the status of the response work that is being handled by talking to the customer or creating a response record with the customer A work state holding means for storing work state information indicating a state of waiting or indicating a state of not performing the answering work in the work state storage means;
An operator selection means for selecting one reservation operator reserved as a connection destination of the incoming call from the plurality of operators based on the work status information;
Inquiry reproduction means for referring to the reservation operator's work status information and reproducing the recording data corresponding to the incoming call to the reservation operator when the reservation operator is in a state other than a call answering state;
An incoming call distribution program for causing an incoming call to function as an incoming call connection means for connecting the incoming call to an operator telephone of the reservation operator when all or part of the recorded data is reproduced. The computer further edits the recording data into audio data within a predetermined time, and functions as an editing means for storing the edited recording data in an editing result storage means,
The incoming call distribution program according to claim 1, wherein the inquiry reproduction means performs a process of reproducing the edited recording data for the reservation operator. Said computer further,
The operator's response work functions as a work end time prediction means for calculating a predicted work end time indicating a predicted value of the time from the current time until the response work is completed,
The operator selection means performs a process of selecting one reservation operator reserved as a connection destination of the incoming call from the plurality of operators based on the work status information and the predicted work end time. The incoming call distribution program according to any one of claims 1 and 2. In order for a computer to function as an incoming call distribution device that distributes and connects a customer's incoming call to a plurality of operator telephones,
Inquiry recording means for storing recorded data recording customer inquiry contents in inquiry storage means;
Monitors the status of the response work of multiple operators and creates a record indicating the status of the response work during a call response that indicates the status of the response work that is being handled by talking to the customer or creating a response record with the customer A work state holding means for storing work state information indicating a state of waiting or indicating a state of not performing the answering work in the work state storage means;
Candidate operator selection means for selecting one or more candidate operators reserved as connection destinations of the incoming call from the plurality of operators based on the work status information;
Inquiry reproduction means for referring to the working status information of the candidate operator and reproducing the recorded data corresponding to the incoming call for the candidate operator whose working status is other than the working status;
When a reservation declaration indicating that a reservation is made at the connection destination of the incoming call is accepted from the candidate operator, one reservation operator reserved as the connection destination of the incoming call is selected from the candidate operators who have made the reservation declaration Operator selection means to perform,
An incoming call distribution program for functioning as an incoming call connection means for connecting the incoming call to the reservation operator's operator telephone when the reservation operator is on standby with reference to the reservation operator's work status information. In order for a computer to function as an incoming call distribution device that distributes and connects a customer's incoming call to a plurality of operator telephones,
Inquiry recording means for storing recorded data recording customer inquiry contents in inquiry storage means;
Keyword extracting means for extracting a keyword representing the content of an inquiry based on the character data subjected to voice recognition processing from the recorded data;
Icon creating means for creating icon image data for displaying an icon of the recording data including the keyword and storing the icon image data in an icon storage means;
An operator selection means for selecting one reservation operator to be reserved as a connection destination of the incoming call from the candidate operators who have made a reservation declaration of the corresponding incoming call by designating the icon of the recording data;
Inquiry reproduction means for reproducing the recording data to the candidate operator or the reservation operator who has made a reproduction request by designating the icon of the recording data;
An incoming call distribution program for causing an incoming call to function as an incoming call connection means for connecting the incoming call to an operator telephone of the reservation operator when all or part of the recorded data is reproduced.

Images