JP4727797B2 - Operator allocation method and operator allocation system - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to processing of requests for product orders received using a network, and more particularly to a method and system for efficiently and reliably allocating product order processing by facsimile or the like to operators. .
[0002]
[Prior art]
2. Description of the Related Art Conventionally, a manufacturer, a product / service agent company, etc. sometimes receives orders for products from each customer at a call center. In this call center, a plurality of operators are waiting, and they are divided into an inbound business for receiving a request from a customer such as ordering a product and an outbound business for making a phone call to the customer. In the inbound business at this call center, a call waiting is relayed to an operator using CTI (Computer Telephony Integration) technology (CTI system). For this reason, the CTI system grasps the operating status of the operator. When a call to a call center is received from a customer who wants a product, the CTI system searches for a waiting operator and connects a telephone line to the operator. The operator listens to an order from the customer and inputs predetermined data to the merchandise delivery system.
[0003]
In this way, the call center uses the CTI system to increase the operating efficiency of the operator in the inbound business and can receive orders for goods efficiently. Also, the customer can shorten the waiting time for a call and can order a product in a short time.
[0004]
[Problems to be solved by the invention]
However, in the CTI system, an operator usually inputs predetermined data and gives a delivery instruction based on the customer's telephone voice. Therefore, there is a method for receiving a product order using a facsimile or electronic mail. However, the CTI system is designed to efficiently process telephone orders. Therefore, if the CTI system is used as it is, there is a possibility that the operating efficiency of the operator is deteriorated.
[0005]
The present invention has been made to solve the above-described problems, and an object of the present invention is to efficiently allocate an order processing received from a customer using a facsimile or an e-mail to a call center operator. It is an object of the present invention to provide a method and a system that can be used and that a customer can securely order an item.
[0006]
[Means for Solving the Problems]
In order to solve the above-mentioned problem, the invention described in claim 1 includes an operator identifier, a latest reception identifier, an operator's attendance schedule, an attendance status indicating "present" or "not present", Correspondence order number range for assigning highly skilled operators to customers with many orders An operator information recording unit in which operator attribute information is recorded, and a received data recording unit in which reception data associated with a reception identifier, a transmission source terminal identifier, and a reception time is recorded for request data received from a customer And a method for allocating processing of requests received from customers to an operator using a management computer connected to the customer terminal via a network, wherein the management computer is connected to the customer terminal via the network. A first stage for recording received request data in the received data recording section; a second stage for recording the request data with an acceptance identifier having a prior relationship; and the received data recording section. To calculate the number of orders received for a given period associated with the request data sender. Corresponding order number range corresponding to the order number is associated It is an operator identifier, and an operator whose attendance status recorded in the operator information recording unit is “present” or scheduled to attend is specified, and an operator identifier associated with the earliest latest reception identifier among the operators is extracted. A third stage, a fourth stage in which the reception identifier is recorded in the operator information recording unit as the latest reception identifier in association with the operator identifier, and an operator terminal associated with the operator identifier for request processing And a fifth step of transmitting the request data.
[0007]
The gist of the invention according to claim 2 is the operator allocation method according to claim 1, wherein the request data received in the first stage is facsimile image data.
[0008]
The gist of the invention according to claim 3 is the operator allocation method according to claim 1 or 2, wherein the transmission in the fifth stage is to send an e-mail attached with the request data.
[0020]
The invention according to claim 4 includes an operator identifier, a latest reception identifier, an operator's attendance schedule, an attendance status indicating "present" or "not present", Correspondence order number range for assigning highly skilled operators to customers with many orders An operator information recording unit in which operator attribute information is recorded, and a received data recording unit in which reception data associated with a reception identifier, a transmission source terminal identifier, and a reception time is recorded for request data received from a customer And a system for allocating processing of requests received from customers to an operator using a management computer connected to the customer terminal via a network, wherein the management computer is connected to the customer terminal via the network. The received request data is recorded in the received data recording unit, and the request data is recorded with a reception data recording unit that assigns a reception identifier having a prior relationship to the request data, and the received data recording unit, Calculate the number of orders received for a given period associated with the data source, Corresponding order number range corresponding to the order number is associated It is an operator identifier, and an operator whose attendance status recorded in the operator information recording unit is “present” or scheduled to attend is specified, and an operator identifier associated with the earliest latest reception identifier among the operators is extracted. Means, associated with the operator identifier, means for recording the reception identifier as the latest reception identifier in the operator information recording unit, and transmits the request data to an operator terminal associated with the operator identifier for request processing. It has a gist to have.
[0022]
Claim 5 The invention described in claim 4 In the operator allocation system described in (1), the request data is facsimile image data.
[0031]
Claim 6 The invention described in claim 4 or 5 In the operator allocation system described in The request data is transmitted to the operator terminal by sending an e-mail attached with the request data. This is the gist.
[0033]
(Function)
Claim 1 or 4 According to the invention described in latest An operator identifier associated with the reception identifier is extracted, and request data is transmitted to the operator for request processing. For this reason, request processing can be equally allocated to each operator.
[0034]
According to the second or fifth aspect of the present invention, the received request data is facsimile image data. Therefore, each operator can perform request processing while confirming the facsimile image.
[0035]
According to the third or sixth aspect of the present invention, the request data is attached to the electronic mail and transmitted to each operator terminal. For this reason, each operator can view a facsimile image using a general-purpose electronic mail viewer installed in each operator terminal.
[0036]
Book According to the invention, the operator who allocates the request processing is extracted based on the operator attribute information recorded for each operator. For this reason, operator priority can be set in the allocation of request processing.
[0037]
Book According to the invention, an operator identifier associated with an identifier that can be used for request processing is extracted. Thereby, quick request processing is possible.
[0039]
Book According to the invention, the attribute information of the request data and the operator attribute information recorded for each operator are collated, and an operator who performs the request processing is extracted based on the collation result. For this reason, an operator suitable for the attribute of the request information can be extracted.
[0045]
Book According to the invention, the reception identifier having a prior relation is recorded in association with the operator identifier. For this reason, a new request process can be allocated to the operator who performed the request process first. Therefore, request processing can be equally allocated to each operator.
[0046]
Book According to the invention, the received request data is facsimile image data. For this reason, a facsimile image can be transmitted to the operator, thereby allowing the operator to perform request processing.
[0049]
DETAILED DESCRIPTION OF THE INVENTION
(First embodiment)
Hereinafter, a first embodiment of the present invention will be described with reference to FIGS. In the present embodiment, an explanation will be given of an operator allocation method and an operator allocation system used when a book maker (publisher) that has received a product order as a request from a customer performs order processing (delivery instruction) for a book that is a product.
[0050]
As shown in FIG. 1, an order receiving system 20 as an operator allocation system is connected to a customer terminal 10 and a plurality of operator terminals 30 via a network N. In the present embodiment, the ordering of products is performed using a facsimile, and a facsimile device of a product orderer (bookstore, publishing sales company, publishing agency, etc.) is set as the customer terminal 10. The order receiving system 20 prepares facsimile numbers for two lines, and notifies the general customers (bookstores) and special customers (publishing sales company or publishing agency) of different facsimile numbers. Further, a delivery server 15 is connected to the order receiving system 20.
[0051]
The delivery server 15 includes a delivery information recording unit 16. As shown in FIG. 2, the delivery information recording unit 16 records product order information 160 regarding the contents of orders from customers. Specifically, the order date, customer name, product name, and quantity are recorded in association with the receipt number. Based on the product order information 160, the publisher delivers the product to the customer.
[0052]
As shown in FIG. 1, the order receiving system 20 includes a management computer 21 that receives an order facsimile from the customer terminal 10, manages the allocation of orders to an operator, and transmits a facsimile to be returned to the customer terminal. The management computer 21 is a computer having a central control unit (CPU), a read / write memory (RAM), a read-only memory (ROM), etc., not shown, and executes various programs, data management, and transmission / reception described later. Etc. are controlled.
[0053]
The management computer 21 is connected to a reception data recording unit 22 as a reception data recording unit, an operator information recording unit 23 as an operator information unit, a reply data recording unit 24, and a customer information recording unit 25 as a customer information recording unit. Has been. Further, a return reason recording unit 26 and an operator case recording unit 27 are connected to the management computer 21.
[0054]
As shown in FIG. 3, the reception data recording unit 22 records reception data 220 relating to the order facsimile received from the customer. In this embodiment, the reception time, the transmission source facsimile number as the transmission source terminal identifier, the transmission destination facsimile number as the transmission destination terminal identifier, the number of facsimile pages as the size of the order data, and the received facsimile image data as the order data are Are recorded in association with the reception number as the reception identifier. Further, in the reception data 220, an operator name of an operator who processes this order is recorded in association with the receipt number. In this reception time, the time when the order facsimile is received from the customer is recorded. The facsimile number of the received customer is recorded in the transmission source facsimile number. This telephone number is recognized using a caller telephone number notification service. If this caller telephone number notification service is used, the caller's telephone number is sent from the caller's exchange to the callee's exchange using the common line signal network, and the receiver's telephone number is notified to the receiver. . The facsimile number that received the facsimile is recorded in the destination facsimile number. In this embodiment, different numbers are recorded for general customers and special customers, and the type of customer can be grasped based on this number. In the number of pages, the number of received facsimiles obtained by counting the number of page end signals transmitted at the end of each page data at the time of facsimile transmission is recorded. In the received facsimile image data, the facsimile image is recorded as an electronic image file. In this embodiment, a facsimile image is recorded as an electronic file in a TIFF (Tagged Image File Format) format.
[0055]
As shown in FIG. 4, attribute information 230 relating to operator attributes is recorded in the operator information recording unit 23. Specifically, the operator's e-mail address, the number of cases held, the number of cases processed, the latest reception number, and the attendance status of the operator are recorded in association with the operator name that is the operator's identifier. As this e-mail address, a different address is set for each operator. The number of cases held records the number of unprocessed orders held by each operator. In the number of cases processed, the number of orders processed by each operator is recorded. The number of cases processed is reset at the start of work every day and set to “0”. In the latest receipt number, the receipt number of the facsimile order assigned to the operator and the receipt number assigned last is recorded. In the attendance status, “present” and “absent” of the operator are recorded, and the operator recorded as “absent” is excluded from the allocation target of the order process.
[0056]
In the reply data recording unit 24, return information 240 to be returned to the customer is recorded as shown in FIG. In this embodiment, the return facsimile image data and the return reason are recorded in association with the reception number. In the return facsimile image data, a return facsimile image in which a stamp image indicating a lack of merchandise order is inserted on the facsimile image received from the customer is recorded as a TIFF format electronic file.
[0057]
As shown in FIG. 6, detailed information 250 relating to customer attributes is recorded in the customer information recording unit 25. In the present embodiment, the customer information recording unit 25 records the customer's facsimile number, customer type, and number of orders received in association with the customer name that is the customer identifier. In the customer type, “general” and “special” are recorded. In the number of orders received, the cumulative number of product orders received from customers during a predetermined period is recorded.
[0058]
In the return reason recording unit 26, as shown in FIG. 7, a return reason 260 is recorded. In the present embodiment, a stamp image is recorded for omissions in reading, such as customer names and product names as return reasons, difficulty in reading, and the like.
[0059]
As shown in FIG. 8, the operator matter recording unit 27 records e-mail information 270 to the operator. In the present embodiment, the customer type, reception number, and received facsimile image data are recorded for each operator's e-mail address.
[0060]
The operator terminal 30 is a terminal for processing a product order received by the operator. The operator terminal 30 is a computer having a central control unit (CPU), a read / write memory (RAM), a read only memory (ROM), a display device such as a monitor, an input device such as a keyboard and a mouse, etc., not shown. Yes, it controls the execution of various programs, data input and transmission / reception described later. The operator confirms the order contents from the customer using the operator terminal 30, and returns a facsimile to the customer as necessary. Therefore, the operator terminal 30 stores electronic mail browsing software (electronic mail viewer) and software (image viewer) for browsing electronic files in the TIFF format. In addition, the operator transmits a delivery instruction to the delivery server 15 using the operator terminal 30.
[0061]
Next, a processing procedure when a product order facsimile is received from a customer in the system configured as described above will be described with reference to FIG. When an order facsimile is received from the customer terminal 10 (S1-1), the management computer 21 assigns a receipt number (S1-2). In the present embodiment, a continuous number in the order of reception is set as the reception number. Next, the management computer 21 records the reception time, the transmission source facsimile number, the received facsimile number, the number of facsimile pages, and the received facsimile image data in the reception data recording unit 22 in association with the reception number (S1- 3). The transmission source facsimile number records the facsimile number notified by the caller telephone number notification service. In the number of pages, a value obtained by counting the number of page end signals at the time of facsimile reception is recorded. The received facsimile image data is recorded as an electronic file in TIFF format.
[0062]
Next, the management computer 21 confirms whether or not the recorded transmission source facsimile number is in the customer information recording unit 25 (S1-4). If there is no source facsimile number in the customer information recording unit 25 (“No” in step (S1-5)), the facsimile number is recorded in the customer information recording unit 25 (S1-6). In this case, the operator later inputs the customer name based on the received facsimile image. Next, the management computer 21 records the number of orders received in association with the customer facsimile number (S1-7). In this embodiment, “1” is recorded as the number of orders received. When the transmission source facsimile number is already recorded in the customer information recording unit 25 (in the case of “Yes” in step (S1-5)), the management computer 21 records the number of orders received in association with the customer facsimile number. (S1-8). In this embodiment, a numerical value obtained by adding “1” to the number of orders received associated with the customer facsimile number is recorded as the number of orders received. Thus, the processing procedure at the time of receiving an order for a facsimile is completed.
[0063]
Next, a processing procedure for allocating product orders to operators will be described with reference to FIG. First, the management computer 21 confirms the attendance status of the operator by the operator information recording unit 23, and extracts the attending operator (S2-1). In this embodiment, the operator name in which “present” is recorded in the attendance status of the operator information recording unit 23 is extracted.
[0064]
Next, the management computer 21 determines an operator who allocates order processing. In the present embodiment, the order processing is allocated to the operator in the order in which the facsimile order is received. In this embodiment, in order to extract the operator who has allocated the order first among the plurality of operators, the latest reception numbers of the attendance operators are compared (S2-2). Next, the operator name in which the earliest latest receipt number is recorded is extracted (S2-3). Next, the management computer 21 records this reception number as the latest reception number in the operator information recording unit 23 in association with the operator name (S2-4). Furthermore, the management computer 21 records a numerical value obtained by adding “1” to the number of cases held in association with the operator name in the operator information recording unit 23 (S2-5).
[0065]
Next, the management computer 21 records the operator name in association with the reception number in the reception data 220 recorded in the reception data recording unit 22 (S2-6). Then, order data is transmitted to the operator (S2-7). In this embodiment, first, the management computer 21 extracts the operator's email address recorded in the operator information recording unit 23. Next, the management computer 21 records the reception number and the received facsimile image data recorded in the received data recording unit 22 in the operator matter recording unit 27 in association with the e-mail address. Further, the management computer 21 calculates the customer type based on the transmission source facsimile number recorded in the received data recording unit 22 and records it in the operator matter recording unit 27. The management computer 21 transmits an e-mail to each operator based on the e-mail information 270 recorded in the operator matter recording unit 27. Here, the receipt number recorded in the operator matter recording unit 27 is used as the title (subject name) of the e-mail. The received facsimile image data recorded in the operator case recording unit 27 is attached to an e-mail and distributed to each operator. This completes the processing procedure for allocating product orders.
[0066]
Next, a processing procedure when each operator receives an e-mail will be described with reference to FIGS. First, each operator activates the electronic mail viewer of the operator terminal 30 (S3-1). The e-mail viewer extracts e-mails recorded in association with the operator's e-mail address recorded in the operator matter recording unit 27 for each customer type. The extracted e-mail is output to the display screen 120 shown in FIG. 13 on the monitor of the operator terminal 30 (S3-2). On the display screen 120, a folder window 121 and an e-mail window 122 are displayed. The folder window 121 displays a hierarchical structure of folders, and names are assigned to the folders. Folders are set separately for general customers and special customers, and are displayed for each customer type recorded in the operator case recording unit 27. Furthermore, the number of unread emails for each folder in the emails addressed to the operator is displayed beside the folder name. In the e-mail window 122, the “subject” of the e-mail recorded in the designated folder is displayed. In the present embodiment, the reception number is displayed as the “subject” of the e-mail. In FIG. 13, the “general customer” folder is selected, and the electronic mail recorded in the folder is displayed. When browsing an e-mail recorded in another folder, the folder is designated with a pointing device such as a mouse and clicked.
[0067]
Next, the operator designates an e-mail and displays a received facsimile image attached to the e-mail (S3-3). In the present embodiment, the reception number “123456” is selected and clicked. In this case, the image viewer is activated, and a display screen 130 shown in FIG. 14 is displayed on the monitor of the operator terminal 30. A reception facsimile image 131 is displayed on the display screen 130. Further, the display screen 130 displays a print button 132 for printing, a delete button 133 for deleting an e-mail, and a magnification button 134 for changing the display size. Further, the display screen 130 displays a stamp button 135 for inserting a stamp image and a recording button 136 for recording data.
[0068]
Next, the order details are confirmed based on the received facsimile image 131 displayed. In this case, the operator checks whether or not predetermined items (product name, quantity, customer name, etc.) necessary for the product order are entered (S3-4). If the items necessary for the order are not described (in the case of “No” in step (S3-5)), the reason for return is selected (S3-6). In this embodiment, the description of “quantity” is omitted from the received facsimile image. Therefore, the stamp button 135 is clicked with a pointing device. When the stamp button 135 is clicked, the management computer 21 reads the return reason 260 recorded in the return reason recording unit 26. As the return reason, as shown in FIG. 15, a return reason option 140 is displayed. The operator selects a predetermined return reason from the list (pull-down format). When the return reason is selected, a stamp image 150 representing the return reason is displayed on the received facsimile image 131 as shown in FIG. The stamp image 150 is moved (dragged) to the defective portion with the mouse. In this embodiment, the stamp image 150 is moved to a position where “quantity” is to be described. The other return reasons are processed in the same manner as described above.
[0069]
Next, the recording button 136 is clicked. As a result, the operator terminal 30 combines the received facsimile image 131 and the stamp image 150 to generate return facsimile image data (S3-7). Next, when the operator clicks the record button 136, the operator terminal 30 records the return facsimile image data (S3-8). Further, the operator uses an e-mail viewer to send an e-mail attached with the return facsimile image data to the management computer 21 (S3-9).
[0070]
If the items necessary for the product order are described (“Yes” in step (S3-5)), the operator inputs a delivery instruction on a separate delivery instruction screen (S3-10). . In this embodiment, the receipt number, order date, customer name, product name, and quantity are input. The management computer 21 transmits a delivery instruction to the delivery server 15. The delivery server 15 that has received the delivery instruction records the received data in the delivery information recording unit 16 (S3-11). Next, the operator inputs an electronic mail to be sent to the management computer 21 without attaching the return facsimile image data (S3-12). Specifically, when the operator clicks the return button of the electronic mail viewer without clicking the record button 136 of the image viewer. An electronic mail is transmitted to the management computer 21.
[0071]
Next, the processing of the management computer 21 that has received the e-mail will be described with reference to FIG. First, the management computer 21 that has received the e-mail confirms whether return facsimile image data is attached (S3-13). When the return facsimile image data is attached to the e-mail (in the case of “Yes” in step (S3-14)), the return facsimile image data and the return reason are associated with the reception number in the return data recording unit 24. Record (S3-15).
[0072]
Next, the management computer 21 transmits a return facsimile to the customer terminal 10 based on the record in the reply data recording unit 24 (S3-16). In the present embodiment, the management computer 21 extracts the transmission source facsimile number recorded in the reception data recording unit 22 based on the reception number recorded in the reply data recording unit 24. Next, the management computer 21 transmits the return facsimile image data recorded in the return data recording unit 24 to the transmission source facsimile number. Next, the management computer 21 decrements “1” from the number of cases held by the operator and adds “1” to the number of cases processed (S3-17). When the return facsimile image data is not attached to the e-mail (in the case of “No” in step (S3-14)), the management computer 21 executes step (S3-17) and completes the order receiving process. .
[0073]
As described above, according to the present embodiment, the following effects can be obtained.
In the above embodiment, each time an order facsimile is received from the customer terminal 10, the management computer 21 assigns a receipt number and allocates it to each operator, so that the product order process can be performed quickly.
[0074]
In the above embodiment, since the received facsimile image is recorded in the TIFF format electronic file in the received data recording unit 22, each operator can confirm the contents of the product order with the image viewer of his / her operator terminal 30. As a result, it is not necessary to print the received facsimile on paper, and the cost and resources required for printing can be reduced. Further, it is possible to easily manage and edit facsimile images. Therefore, if the customer makes a mistake in entering or entering the product name or forgets to enter or input the items necessary for ordering, the order processing can be performed even when the image quality of the facsimile is poor and difficult to read.
[0075]
In the above embodiment, the customer is notified of a different facsimile number depending on the type of customer, and when receiving a facsimile, the sender's facsimile number notified by the caller telephone number notification service is recorded in the received data recording unit 22. Therefore, when the facsimile is to be returned, the management computer 21 can extract the return destination based on the transmission source facsimile number.
[0076]
In the above embodiment, the operator information recording unit 23 records an e-mail address for each operator. Therefore, the management computer 21 can allocate a product order to each operator based on the e-mail address.
[0077]
In the above embodiment, the attendance status is recorded for each operator in the operator information recording unit 23, and an operator who performs order processing is allocated based on the attendance status. For this reason, order processing can be performed quickly.
[0078]
In the above embodiment, the number of cases owned by each operator is recorded in the operator information recording unit 23, so that the progress of order processing of each operator can be easily grasped based on the number of cases held.
[0079]
In the above embodiment, since the number of case processes for each operator is recorded in the operator information recording unit 23, the efficiency of order processing for each operator can be easily grasped based on the number of case processes.
[0080]
In the above embodiment, the management computer 21 sets reception numbers in the order of reception of facsimiles, and the operator information recording unit 23 records the latest reception number for each operator. For this reason, the management computer 21 can allocate a new product order to the operator based on the latest receipt number. As in the present embodiment, by assigning a product order to an operator in which the earliest latest receipt number is recorded, the order processing can be evenly allocated to each operator.
[0081]
In the above embodiment, the reply data recording unit 24 records return facsimile image data obtained by combining a received facsimile image with a stamp image. For this reason, the management computer 21 returns the returned facsimile image to the customer who is the orderer, so that the customer can easily know where the facsimile transmitted by himself / herself is defective.
[0082]
In the above embodiment, the return facsimile image data is recorded in the reply data recording unit 24 in association with the reception number. Therefore, the management computer 21 can extract the transmission source facsimile number from the reception data recording unit 22 based on the reception number, and can transmit the return facsimile image data to the customer.
[0083]
In the above embodiment, the reason for return is recorded in the reply data recording unit 24 for each reception number, so that the reason for return can be easily extracted. It is also possible to count the number of cases for each return reason.
[0084]
In the above embodiment, the return reason recorded in the reply data recording unit 24 is selected from the return reasons 260 recorded in the return reason recording unit 26 in advance. For this reason, even when a plurality of operators input the reason for return, the contents of the reason for return are unified, and the statistics of the reason for return can be easily calculated.
[0085]
In the above embodiment, since the number of orders received for each customer is recorded in the customer information recording unit 25, the order status of the customer can be grasped. Therefore, it is possible to develop fine customer service according to the order status.
[0086]
In the above embodiment, since the return reason is recorded in the return reason recording unit 26 in advance for the inadequate product order, the operator can easily select the return reason and point out the incomplete product order. Therefore, it is easy to aggregate the reasons for return.
[0087]
In the above embodiment, the operator matter recording unit 27 records the operator's e-mail address in association with the receipt number. For this reason, the management computer 21 can notify each operator of an item to be processed by using an electronic mail. Therefore, since the operator confirms the received merchandise order based on this notification, it is possible to point out an incomplete order. In particular, when a product order is received by facsimile, it is possible to deal with cases where it is difficult to interpret the content due to omission of description of predetermined items, when the order is handwritten, or due to the performance of the facsimile.
[0088]
In the above-described embodiment, the customer type is recorded in the operator matter recording unit 27 in association with the operator's email address. For this reason, it is possible to notify the order processing to a different folder depending on the customer type. Therefore, the operator can grasp the matters to be processed for each customer type.
[0089]
In the above embodiment, at the time of facsimile reception, the source facsimile number and the customer facsimile number recorded in the customer information recording unit 25 are collated. Further, when there is no transmission source facsimile number, the transmission source facsimile number is newly added as a customer facsimile number. For this reason, it is possible to cope with a case where the facsimile number of a new customer or a conventional customer is changed.
[0090]
In the above embodiment, the operator inputs a delivery instruction based on the received facsimile image, and the delivery instruction is recorded in the delivery information recording unit 16. Since the product is delivered based on this delivery instruction, it is possible to reliably cope with the case where the order of the product is handwritten or it is difficult to interpret the contents due to the performance of the facsimile.
[0091]
In addition, you may change the said embodiment into the following aspects.
In the above embodiment, the attendance status is recorded for each operator in the operator information recording unit 23, and an operator who performs order processing is allocated based on the attendance status. Regardless of the attendance status, the management computer 21 may allocate the order processing to each operator. Thereby, even when all operators are absent, such as at night or on holidays, the order processing can be automatically allocated.
[0092]
In the above embodiment, the attendance status is recorded for each operator in the operator information recording unit 23, and an operator who performs order processing is allocated based on the attendance status. Unlike telephone order processing, post-processing is possible, so the attendance schedule and attendance time in the operator information recording unit 23 may be recorded. Thereby, although not attending work at the time of allocation, it is possible to allocate order processing to an operator who is scheduled to work.
[0093]
In the above embodiment, the attendance status is recorded for each operator in the operator information recording unit 23, and an operator who performs order processing is allocated based on the attendance status. You may record the leaving time instead of the attendance status. In this case, the management computer 21 allocates only the merchandise orders received up to a predetermined time before the leaving time to the operator. Thereby, it is possible to prevent the allocation of the order process immediately before leaving the office for each operator, and the order process can be reliably performed.
[0094]
In the above embodiment, the latest reception number recorded in the operator information recording unit 23 is compared, and an operator who newly allocates a product order is extracted. The management computer 21 may assign a number different from the reception number at the time of allocation, compare the numbers, and extract an operator to be allocated. In this case, the number assigned by the management computer 21 at the time of allocation is a serial number. Further, instead of the latest receipt number, the management computer 21 may record the allocation time in the operator information recording unit 23 at the time of allocation. The management computer 21 extracts the operator who assigned the product order processing first by comparing the numbers and times. Moreover, you may use the continuous identifier with clear clear context instead of the newest receipt number. In this case, the identifier may not be a number. Since a number system different from the reception number is used, it is possible to deal with cases where a different reception number is assigned to each customer or when no reception number is assigned.
[0095]
In the above embodiment, the management computer 21 transmits a return facsimile to the customer terminal 10. The print function of the image viewer of the operator terminal 30 may be used. In this case, the customer terminal 10 is set as a printing apparatus. Thereby, the load of the management computer 21 can be reduced.
[0096]
In the above embodiment, a facsimile machine is used as the customer terminal 10 and a product order from a customer is received by facsimile. The customer terminal 10 may be a personal computer, a mobile phone, or a mobile terminal such as a personal information terminal (PDA) having a communication function. In this case, the product order is received by e-mail. In this case, the e-mail from the customer is recorded in the received data recording unit 22. Instead of the number of pages of the received data 220, the size (recording capacity) of the e-mail is recorded. Also, a mixture of facsimile and electronic mail may be used. As a result, the order receiving system 20 can respond to product orders using a plurality of communication means.
[0097]
In the above embodiment, the operator confirms the received facsimile image and inputs a delivery instruction. Character information is extracted from the facsimile image data received by the management computer 21 and converted into text data. This information is recorded in the operator case recording unit 27 and transmitted to the operator. The operator confirms the character information and the received facsimile image and issues a delivery instruction. As a result, the operator mainly checks the correctness of the character information read from the facsimile image data, thereby reducing the load of inputting the delivery instruction. Further, this character information can be collated with the product list owned by the publisher and the detailed information 250 recorded in the customer information recording unit 25, and if it does not match, it can be assigned to the operator. In this case, if they match, it is recorded in the delivery information recording unit 16 as a delivery instruction. Thereby, since steps (S3-4), (S3-5), and (S3-10) are executed by the management computer 21, the load on the operator can be further reduced.
[0098]
In the above embodiment, the stamp button 135 is provided in the image viewer, but known drawing software may be used. In this case, using a known drawing software, a return facsimile image in which the items pointed out by the operator are written is created, and the data is returned to the management computer 21 by an attached email. Based on this, the management computer 21 performs facsimile transmission to the customer terminal 10. Thereby, general-purpose software can be used for the operator terminal 30.
[0099]
In the above embodiment, the customer terminal 10 / order receiving system 20 and the order receiving system 20 / operator terminal 30 are connected by the network N. However, the Internet, an intranet, or an extranet may be used.
[0100]
-In above-mentioned embodiment, although the recording parts 22-27 were set to the order receiving system 20, you may divide these and set them to another place. For example, the operator information recording unit 23 and the customer information recording unit 25 may be installed separately from the reception data recording unit 22 and the reply data recording unit 24. As a result, the order receiving system 20 can be distributed, and the load on the management computer 21 can be reduced. Further, the delivery information recording unit 16 may be installed in the order receiving system 20, and the management computer 21 may have a delivery instruction function. Thereby, the delivery server 15 can be eliminated.
[0101]
(Second Embodiment)
The second embodiment embodying the present invention will be described below. The second embodiment differs from the first embodiment in the processing procedure for allocating order processing to operators. A processing procedure different from that of the first embodiment will be described with reference to FIG.
[0102]
In the present embodiment, first, as in the first embodiment, the management computer 21 confirms the attendance status of the operator by the operator information recording unit 23, and extracts the attending operator (S2-1).
[0103]
Next, the management computer 21 compares the number of owned cases as operator attribute information recorded in the operator information recording unit 23, and extracts an operator with a small number of owned cases (S4-1). When a plurality of operator names are extracted as operators having a small number of cases (“Yes” in step (S4-2)), as in the first embodiment, (S2-2) to (S2-). Step 7) is executed. When one operator name is extracted (in the case of “No” in step (S4-2)), the management computer 21 allocates order processing to that operator. In the present embodiment, only the steps (S2-4) to (S2-7) of the first embodiment are executed. This completes the processing procedure for allocating product orders.
[0104]
As described above, according to the present embodiment, the following effects can be obtained.
-In the above embodiment, operators are allocated based on the number of cases owned. Unlike the first embodiment in which the order processing is evenly allocated to the operator, it is possible to allocate according to the order processing status of the operator. Therefore, it is possible to process orders more quickly according to the processing capability of the operator.
[0105]
In addition, you may change the said embodiment into the following aspects.
In the above embodiment, the number of case possessions recorded in the operator information recording unit 23 is compared, and an operator who newly allocates a product order is extracted. Instead of the number of cases held, the number of assignments may be recorded in the operator information recording unit 23. In this case, the management computer 21 compares the number of assignments and extracts an operator with a small number of cases. If there are a plurality of operators with a small number of allocations, the operator associated with the earliest receipt number is extracted from these operators. Even in this case, even when a different reception number is assigned to each customer or when no reception number is assigned, the order processing can be equally allocated to each operator.
[0106]
In the above embodiment, the number of case possessions recorded in the operator information recording unit 23 is compared, and an operator who newly allocates a product order is extracted. It is also possible for the management computer 21 to calculate the number of assignments by summing up the number of cases held and the number of cases processed in the operator information recording unit 23 for each operator. In this case, the management computer 21 compares the calculated number of allocations of each operator, and extracts an operator with a small number of cases. Thereby, the storage capacity of the operator information recording unit 23 can be reduced.
[0107]
In the above embodiment, the number of case possessions recorded in the operator information recording unit 23 is compared, and an operator who newly allocates a product order is extracted. It is also possible to allocate the order process to the operators based on the number of unprocessed received facsimile pages instead of the number of cases held in the operator information recording unit 23. In this case, the management computer 21 records the number of facsimile pages recorded in the received data recording unit 22 in the number of cases held in the operator information recording unit 23. The management computer 21 compares the number of pages of this unprocessed received facsimile and extracts an operator with a small number of sheets. A facsimile having a large number of pages requires a lot of time and labor for order processing. This makes it possible to process orders more quickly while distributing the load of order processing.
[0108]
In the above embodiment, the product order from the customer is received by facsimile, but may be received by e-mail. In this case, the e-mail from the customer is recorded in the received data recording unit 22, and the size (recording capacity) of the e-mail is recorded in the operator information recording unit 23 instead of the number of pages of the received data 220. Further, the management computer 21 records the size of the facsimile recorded in the received data recording unit 22 in 26 number of cases held. In step (S4-1), this small operator is extracted. As a result, the order receiving system 20 can process orders more quickly while distributing the load of order processing while responding to product orders using e-mail.
[0109]
In the above embodiment, when receiving a product order from a customer, the order processing is allocated to the operator. The management computer 21 may periodically extract the number of cases owned by each operator, and reallocate the order processing of the operator having a large number of cases to other operators. In this case, before the step (S2-1), the management computer 21 compares the number of possessed cases and extracts a reception number associated with an operator having a large number of owned cases. Thereafter, the steps after step (S4-1) are executed. Thereby, it becomes possible to process orders quickly and flexibly according to the processing capability of the operator.
[0110]
(Third embodiment)
Hereinafter, a third embodiment of the present invention will be described. The third embodiment differs from the first embodiment in the processing procedure for allocating order processing to operators. First, in the attribute information 230 recorded in the operator information recording unit 23, corresponding customer information as operator attribute information is further recorded in association with the operator name. In this embodiment, the customer customer's facsimile number is recorded for each operator as the corresponding customer information.
[0111]
Hereinafter, a processing procedure different from that of the first embodiment will be described with reference to FIG. First, the management computer 21 extracts the transmission source facsimile number recorded in the received data recording unit 22 (S5-1). Next, the management computer 21 collates the transmission source facsimile number with the customer source facsimile number recorded in the operator information recording unit 23 (S5-2). Specifically, it is checked whether or not the operator name recorded in association with the customer facsimile number matching the transmission source facsimile number is in the operator information recording unit 23.
[0112]
If there is no operator name (“No” in step (S5-3)), steps (S2-2) to (S2-7) are executed as in the first embodiment. When there is an operator name recorded in the operator information recording unit 23 in association with the customer facsimile number (in the case of “Yes”), the operator name is extracted (S5-4). When a plurality of operator names are extracted (in the case of “Yes” in step (S5-5)), the extracted operators are (S2-2) to (S2-7) as in the first embodiment. ) Step. When one operator name is extracted (in the case of “No” in step (S5-5)), the management computer 21 allocates order processing to that operator. In the present embodiment, only the steps (S2-4) to (S2-7) of the first embodiment are executed. This completes the processing procedure for allocating product orders.
[0113]
As described above, according to the present embodiment, the following effects can be obtained.
In the above embodiment, the operator information recording unit 23 records the customer facsimile number in association with the operator name. For this reason, a customer can be defined for each operator, and a responsible operator can be set for each customer.
[0114]
In the above embodiment, the customer facsimile number is recorded in the operator information recording unit 23 in association with the operator name, and the operator who allocates the order processing is extracted based on the transmission source facsimile number. For this reason, unlike the first embodiment in which the order processing is evenly allocated to the operators, the order processing can be allocated to the operator in charge by the customer customer for each operator. Therefore, it is possible to increase the efficiency of the order processing by the operator and perform processing more reliably.
[0115]
In addition, you may change the said embodiment into the following aspects.
In the above embodiment, the customer facsimile number is recorded as the corresponding customer information in the operator information recording unit 23, and the operator who allocates the order process is extracted based on the transmission source facsimile number. As the corresponding customer information, “general” and “special” may be recorded for each operator. In this case, the management computer 21 extracts the customer type from the customer information recording unit 25 based on the transmission source facsimile number recorded in the reception data recording unit 22. Furthermore, the management computer 21 extracts the operator name from the operator information recording unit 23 based on this customer type. As a result, the order processing is allocated to a specific operator or a group of operators based on the customer type, so that service development can be performed according to the customer type.
[0116]
In the above embodiment, the customer facsimile number is recorded as the corresponding customer information in the operator information recording unit 23. As the corresponding customer information, a regional station number as a regional identifier may be recorded. In this case, instead of step (S5-1), the management computer 21 extracts the regional station number from the transmission source facsimile number recorded in the reception data recording unit 22. Next, instead of the step (S5-2), this regional station number is collated with the regional station number recorded in the operator information recording unit 23. If there is an operator name recorded in association with the area code, the management computer 21 extracts the operator name from the operator information recording unit 23. Thereby, an operator can be allocated for every area, and service development closely related to an area becomes possible.
[0117]
In the above embodiment, the customer facsimile number is recorded as the corresponding customer information in the operator information recording unit 23. The last received facsimile number of the sender may be recorded as the corresponding customer information. In this case, the management computer 21 records the transmission source facsimile number in the operator information recording unit 23 at the time of allocation. When a new order process is allocated, the management computer 21 compares the newly received source facsimile number with the operator attribute information recorded in the operator information recording unit 23, and extracts a matching operator name. Thereby, when there is an order from the same customer, the management computer 21 can allocate the order processing to the same operator. Therefore, since the operator knows the contents of the previous order, it is possible to develop a service closely related to the customer. The management computer 21 may collate the newly received source facsimile number with the facsimile number recorded in the received data recording unit 22 and extract the operator name processed in the past. Note that the transmission source facsimile numbers recorded in the operator information recording unit 23 may be all facsimile numbers allocated by the operator, or only those that have been traced back in the past for a predetermined period.
[0118]
In the above embodiment, the customer facsimile number is recorded as the corresponding customer information in the operator information recording unit 23. The number of orders received may be recorded as the corresponding customer information. For example, “1000 or more”, “500 or less and less than 100”, and “less than 100” may be recorded in the operator information recording unit 23 as the number of corresponding orders. In this case, when allocating the order process instead of step (S5-1), the management computer 21 extracts the reception data 220 for a predetermined period recorded in the reception data recording unit 22 in association with the transmission source facsimile number. Calculate the number of orders received. Next, instead of step (S5-2), operator names corresponding to the number of cases are extracted. As a result, for example, a highly skilled operator can be assigned to a customer who has a large number of orders, and service development in close contact with the customer becomes possible.
[0119]
Next, technical ideas other than those described in the claims that can be grasped from the embodiment and other examples will be described below together with their effects.
(1) The operator allocation method according to any one of claims 1 to 14, further comprising a step of extracting character information from the received facsimile image and converting it into text data. Method.
[0120]
According to the invention described in (1), since the order information is converted into text data, it is possible to reduce the load of the delivery instruction for the operator.
(2) In the operator allocation system according to any one of claims 15 to 28, the operator allocation system combines a return facsimile image with a return reason image for replying to a facsimile transmission source. An operator allocation system, further comprising return data recording means for recording image data.
[0121]
According to the invention described in (2), the customer can easily grasp the reason for the incomplete product order.
[0122]
【The invention's effect】
As described above in detail, according to the present invention, request processing from a customer can be quickly allocated to an operator, and request processing can be performed quickly. Further, it is possible to efficiently allocate request processing according to the processing capability of the operator. Furthermore, order processing according to customer attributes is possible. Further, it is possible to cope with a case where the content of the request is incomplete, and the request processing can be reliably performed.
[Brief description of the drawings]
FIG. 1 is a system schematic diagram of an embodiment of the present invention.
FIG. 2 is an explanatory diagram of data recorded in a delivery information recording unit.
FIG. 3 is an explanatory diagram of data recorded in a received data recording unit.
FIG. 4 is an explanatory diagram of data recorded in an operator information recording unit.
FIG. 5 is an explanatory diagram of data recorded in a reply data recording unit.
FIG. 6 is an explanatory diagram of data recorded in a customer data recording unit.
FIG. 7 is an explanatory diagram of data recorded in a return reason recording unit.
FIG. 8 is an explanatory diagram of data recorded in an operator matter recording unit.
FIG. 9 is an explanatory diagram of a processing procedure according to the first embodiment.
FIG. 10 is an explanatory diagram of a processing procedure according to the first embodiment.
FIG. 11 is an explanatory diagram of a processing procedure according to the first embodiment.
FIG. 12 is an explanatory diagram of a processing procedure according to the first embodiment.
FIG. 13 is an explanatory diagram of a display screen output to the operator terminal.
FIG. 14 is an explanatory diagram of a display screen output to the operator terminal.
FIG. 15 is an explanatory diagram of a display screen output to the operator terminal.
FIG. 16 is an explanatory diagram of a display screen output to the operator terminal.
FIG. 17 is an explanatory diagram of a processing procedure according to the second embodiment.
FIG. 18 is an explanatory diagram of a processing procedure according to the third embodiment.
[Explanation of symbols]
DESCRIPTION OF SYMBOLS 10 ... Customer terminal, 20 ... Order receiving system, 21 ... Management computer as computer, 22 ... Reception data recording part as reception data recording means, 23 ... Operator information recording part as operator information recording means, N ... Network.

Claims (6)

An operator in which the operator identifier, the latest reception identifier, the operator's attendance schedule, the attendance status indicating "present" or "absent", and the corresponding order count range for assigning highly skilled operators to customers with many orders received are recorded An operator information recording unit in which attribute information is recorded;
About the request data received from the customer, the reception data recording unit in which the reception data associated with the reception identifier, the transmission source terminal identifier, and the reception time is recorded,
A method of allocating the processing of a request received from a customer to an operator using a management computer connected to the customer terminal via a network,
The management computer is
A first step of recording request data received from a customer terminal via a network in the received data recording unit;
A second step of recording the request data with a reception identifier having a prior relationship;
The received data recording unit is used to calculate the number of orders received in a predetermined period associated with the transmission source of the request data, and is an operator identifier associated with the corresponding order number range corresponding to the number of orders received , A third stage of identifying an operator whose attendance status recorded in the operator information recording unit is “present” or scheduled to attend, and extracting an operator identifier associated with the earliest latest reception identifier among the operators;
A fourth stage of recording in the operator information recording unit as the latest reception identifier in association with the operator identifier;
And a fifth step of transmitting the request data to an operator terminal associated with the operator identifier for request processing.   The operator allocation method according to claim 1, wherein the request data received in the first stage is facsimile image data.   The operator allocation method according to claim 1 or 2, wherein the transmission in the fifth stage is performed by transmitting an e-mail attached with the request data. An operator in which the operator identifier, the latest reception identifier, the operator's attendance schedule, the attendance status indicating "present" or "absent", and the corresponding order count range for assigning highly skilled operators to customers with many orders received are recorded An operator information recording unit in which attribute information is recorded;
About the request data received from the customer, the reception data recording unit in which the reception data associated with the reception identifier, the transmission source terminal identifier, and the reception time is recorded,
A system that allocates processing of requests received from customers to operators using a management computer connected to customer terminals via a network,
The management computer is
Record the request data received from the customer terminal via the network in the received data recording unit,
Received data recording means for recording the request data with a reception identifier having a prior relationship,
The received data recording unit is used to calculate the number of orders received in a predetermined period associated with the transmission source of the request data, and is an operator identifier associated with the corresponding order number range corresponding to the number of orders received , Means for identifying an operator whose attendance status recorded in the operator information recording unit is “present” or scheduled to attend, and extracting an operator identifier associated with the earliest latest reception identifier among the operators;
Means for recording the reception identifier as the latest reception identifier in the operator information recording unit in association with the operator identifier;
An operator allocation system comprising: means for transmitting the request data to an operator terminal associated with the operator identifier for request processing. The operator allocation system according to claim 4, wherein the request data is facsimile image data. 6. The operator allocation system according to claim 4, wherein the means for transmitting the request data to the operator terminal transmits an e-mail attached with the request data.

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