JP4732327B2 - Automatic call distribution system - Google Patents

Description

  The present invention includes a telephone exchange that accommodates and connects a plurality of telephones, and a management device that manages the reception service terminal that is connected to the telephone exchange and is linked to a telephone of an arbitrary reception service operator among the plurality of telephones. The telephone switchboard relates to an automatic incoming call distribution system for use in, for example, a call center, which automatically distributes incoming calls only to the telephones of reception operators for which incoming reception permission is set.

  Conventionally, in an automatic incoming call distribution system used in a call center or the like, a telephone exchange that accommodates and connects a plurality of telephones, and the telephone exchange is connected to a telephone of an arbitrary receptionist among the plurality of telephones. There is widely known a system that has a management device that manages a reception service terminal and that automatically distributes incoming calls only to telephones of reception service operators for which reception reception permission has been set (for example, Patent Document 1). reference).

In the automatic incoming call distribution system of Patent Document 1, for example, when the amount of incoming incoming calls exceeds the number of receptionist workers, an incoming call waiting time occurs. Since the incoming call waiting time is displayed on the display screen of the reception service terminal linked to the telephone, the reception servicer can respond by recognizing the incoming call waiting time on the display screen of the reception service terminal. Appropriate responses can be made to waiting customers.
Japanese Patent Laying-Open No. 2005-204117 (refer to claim 5 and FIG. 3)

  However, in such an automatic incoming call distribution system of Patent Document 1, when the amount of incoming incoming calls exceeds the number of receptionist workers, the incoming call waiting time is displayed on the display screen of the receptionist terminal. However, in actual operation, it is possible to increase the number of receptionist workers so that the incoming call volume does not exceed the number of receptionist workers, but if the number of receptionist workers is increased too much Since the labor cost of the receptionist worker increases, skill level is required to obtain the proper number of receptionist worker mobilizations.

  Further, according to the automatic incoming call distribution system of Patent Document 1, when the management device detects a logon request in response to a logon request operation of the business reception terminal of the reception business operator according to the arrival of the work start time, Although the reception acceptance permission to the telephone linked with the business reception terminal is set, the reception business operator must perform the logon request operation using the business reception terminal, which is very troublesome.

  The present invention calculates the number of appropriate reception service personnel mobilization without requiring skill, and further, without requiring a logon operation, to a telephone linked to the service reception terminal of the reception service operator upon arrival of the work start time. It is an object to provide an automatic incoming call distribution system for permitting and accepting incoming calls.

  In order to achieve the above object, an automatic incoming call distribution system of the present invention includes a telephone switch that accommodates and connects a plurality of telephones, a telephone switch connected to the telephone switch, and a telephone of an arbitrary receptionist among the plurality of telephones. And a management device that manages the linked reception service terminal, and this management device permits reception of calls received by the reception service operator linked to the reception service terminal in response to a logon request from the reception service terminal. In addition, the telephone exchange is an automatic incoming call distribution system that automatically distributes incoming calls only to the receptionist's telephone set for which incoming reception permission has been set. Past performance data storage means for storing the total number of incoming calls related to the day and time, the number of responses to this total number of incoming calls, the response rate for the total number of incoming calls and the number of receptionist workers as past performance data; Manages work shift identification data as work shift data that identifies the worker identification information that can be mobilized at a fixed date and time, and whether the reception worker involved in the worker identification information is a mobilization candidate. Working shift management means, a past date and time designation means for designating a desired past date and time among the plurality of past dates and times, a response rate corresponding to the past date and time designated by the past date and time designation means, and the number of reception workers Is read from the past record data of the past record data storage means, and based on the response rate and the number of reception worker mobilization corresponding to the read past date and time, the proper reception service for calculating the appropriate reception worker mobilization for the specified date and time Mobilization number calculation means and operator identification information for the number of receptionist workers equivalent to the number of appropriate receptionist mobilizations for the specified date and time calculated by the appropriate receptionist mobilization number calculation means. The reception worker selection means to select from the work shift data of the work shift management means, and the reception worker of the worker identification information selected by the reception worker selection means as the scheduled mobilization person for the specified date and time The work shift update means for updating the scheduled mobilization information in the shift data, and when the current date and time reaches the designated date and time, the same is based on the planned mobilization information of the work shift data being managed by the work shift management means. An incoming call reception permission setting means for setting the reception reception to the telephone of the receptionist who is scheduled to mobilize for the designated date and time is provided.

  Therefore, according to the automatic incoming call distribution system of the present invention, the response rate corresponding to the past date and time designated by the past date and time designation means and the number of reception worker mobilizations are read from the past performance data and correspond to the read past date and time. Based on the response rate and the number of receptionist workers, calculate the number of proper receptionist workers for the specified date and time, and identify the number of receptionist workers equivalent to the number of appropriate receptionist workers for the specified date and time. Select the information from the work shift data, update the mobilization person information in the work shift data as the mobilization person for the specified date and time, and the current date and time will be the specified date and time. When it arrives, based on the scheduled mobilization information of the work shift data being managed, the reception service operator who is scheduled to mobilize for the specified date and time is allowed to accept incoming calls to the telephone. Calculate the number of appropriate receptionist mobilizations for the specified date and time based on the past response rate and the past number of receptionist worker mobilizations, etc. The number of scheduled mobilizers can be automatically selected, and when the current date and time reaches the specified date and time, the log-on request operation is not required and the reception operator who is scheduled to mobilize for the specified date and time It is possible to automatically allow incoming calls.

  In the automatic incoming call distribution system according to the present invention, the appropriate reception operator mobilization number calculating means includes a response rate specifying means for specifying a target response rate for the specified date and time, which is specified by the past date and time specifying means. Based on the response rate corresponding to the past date and time and the number of reception worker mobilizations and the target response rate specified by the response rate specifying means, the number of appropriate reception operator mobilizations for the specified date and time corresponding to the target response rate is calculated. Calculated.

  Therefore, according to the automatic incoming call distribution system of the present invention, when the target response rate for the specified date and time is specified, the target response rate is determined based on the target response rate, the response rate corresponding to the past date and time, and the number of receptionist workers. Since the number of appropriate reception worker mobilizations for the designated date and time corresponding to the rate is calculated, the number of appropriate reception worker mobilizations corresponding to the target response rate can be calculated based on past results.

  In the automatic incoming call distribution system according to the present invention, the reception operator selection unit mobilizes the appropriate reception operator for the designated date and time calculated by the appropriate reception operator mobilization number calculation unit based on the work shift data. The mobilization impossibility determining means for determining whether the number exceeds the number of mobilizable receptionist workers for the specified date and time, and the number of the appropriate receptionist mobilizers that can be mobilized by the mobilization impossibility determination means If the number is exceeded, the shortage number calculation means for calculating the shortage number based on the number of the appropriate receptionist mobilization and the number of receptionist workers that can be mobilized, and the replenishment request message including the shortage number calculated by the shortage number calculation means And a notification means for outputting the notification.

  Therefore, according to the automatic incoming call distribution system of the present invention, based on the work shift data, when the number of appropriate reception workers for the specified date and time exceeds the number of reception workers that can be mobilized, the number of these appropriate reception operators In addition, since the shortage number is calculated based on the number of receptionist workers that can be mobilized and a replenishment request message including the calculated shortage number is notified and output, the user of the management device can perform the shortage based on the replenishment request message. Can be recognized.

  In the automatic incoming call distribution system according to the present invention, the work shift data includes a skill rank in which the business efficiency of the reception operator is rated for each operator identification information, and the number of appropriate reception operator mobilization calculating means And a mixture ratio designation means for designating a skill rank mixture ratio of the number of appropriate receptionist worker mobilizations for the designated reception date and time, and an appropriate reception work for the designated date and time calculated by the appropriate receptionist worker number calculation means Based on the skill rank mixture ratio designated by the mixture ratio designation means, the number of appropriate reception worker mobilization number by rank is calculated for each skill rank for the designated date and time. And the reception worker selection means is equivalent to the number of reception workers corresponding to the number of appropriate reception workers mobilized for the specified date and time calculated by the rank-specific appropriate reception worker mobilization number calculation means. The debtor identification information, was to be selected from the work shift data for each of the skill rank.

  Therefore, according to the automatic incoming call distribution system of the present invention, when the skill rank mixing ratio of the number of appropriate reception worker mobilizations for the designated designated date and time including the skill rank that ranks the business efficiency of the reception worker is designated, Based on the skill rank mixture ratio, calculate the number of appropriate reception workers for the specified date and time, calculate the number of appropriate reception workers for the specified date and time for each skill rank, and use the number of appropriate reception operators for the specified date and time. Since the corresponding worker identification information is selected from the work shift data for each skill rank, the number of appropriate receptionist mobilizations that reflect the skill rank mixture ratio for the specified date and time is calculated. Thus, it is possible to select the number of candidates scheduled to be mobilized corresponding to the number of appropriate receptionist workers reflecting the skill rank mixture ratio.

  In the automatic incoming call distribution system according to the present invention, the reception operator selection means mobilizes the appropriate reception operator for the designated date and time calculated by the rank-specific appropriate reception operator mobilization number calculation means based on the work shift data. The mobilization impossibility determination means for determining for each skill rank whether or not the number exceeds the number of receptionist mobilizers that can be mobilized for the specified date and time; In the case of exceeding the number of reception workers, the shortage calculation means for calculating the shortage for each skill rank based on the number of appropriate reception workers and the number of reception workers that can be mobilized, and the shortage calculation means And a notifying means for notifying and outputting a replenishment request message including the number of shortages calculated in this way.

  Therefore, according to the automatic incoming call distribution system of the present invention, based on the work shift data, when the number of appropriate receptionist workers reflecting the skill rank mixed ratio for the specified date and time exceeds the number of receptionist operators that can be mobilized, Since the shortage number is calculated on the basis of the number of appropriate receptionist mobilization personnel and the number of receptionist workers that can be mobilized, and the replenishment request message including the calculated shortage number is informed and output, the user of the management apparatus Based on the request message, it is possible to recognize the number of shortages reflecting the skill rank mixture ratio.

  According to the automatic incoming call distribution system of the present invention configured as described above, the response rate and the number of reception worker mobilization corresponding to the past date and time designated by the past date and time designation means are read from the past performance data, and this read Based on the response rate corresponding to the past date and time and the number of receptionist workers, the number of appropriate receptionist workers for the specified date and time is calculated, and the number of reception workers equivalent to the calculated number of appropriate receptionist workers for the specified date and time For the selected worker identification information from the work shift data, update the mobilization person information in the work shift data with the reception worker of the selected worker identification information as the scheduled mobilization person for the specified date and time, and the current date and time. When the designated date and time is reached, based on the scheduled mobilization information of the work shift data being managed, permission is set to accept incoming calls to the telephone of the receptionist who is scheduled to mobilize for the specified date and time. Therefore, without requiring skill, calculate the number of appropriate receptionist mobilizations for the specified date and time based on the past results such as the past response rate and the number of receptionist worker mobilizations. It is possible to automatically select the number of mobilization planners corresponding to the number of receptionist workers, and when the current date and time reaches the specified date and time, there is no need to log on and the receptionist who is scheduled to mobilize for the specified date and time. It is possible to automatically permit the reception of incoming calls to other telephones.

  Hereinafter, an automatic incoming call distribution system showing an embodiment of the present invention will be described with reference to the drawings. FIG. 1 is a block diagram showing a schematic configuration inside the automatic incoming call distribution system showing the present embodiment.

  An automatic incoming call distribution system 1 shown in FIG. 1 accommodates and connects a plurality of multi-function telephones (hereinafter simply referred to as telephones) 2 and a telephone exchange (hereinafter simply referred to as PBX) 4 connected to a public network 3. , An automatic incoming call distribution management device (hereinafter simply referred to as an ACD management device) 7 that connects to the PBX 4 through the LAN 5 and manages the reception service terminal 6 that is linked to the telephone 2 of an arbitrary reception service operator among the plurality of telephones 2. And a business shift registration management device 8 for registering and managing work shift data such as a work shift table of a receptionist, and the ACD management device 7 responds to a logon request from the reception work terminal 6 While accepting the incoming call to the telephone 2 of the reception service provider linked to the business terminal 6 is permitted, the PBX 4 automatically distributes the incoming call only to the telephone 2 of the reception service operator for which the incoming call reception permission has been set. It has to.

  The reception service terminal 6 of the reception service person is linked with the telephone 2 of the reception service person's own seat using, for example, a telephone link application.

  FIG. 2 is a block diagram showing a schematic configuration inside the ACD management apparatus 7 according to the present embodiment.

  The ACD management device 7 shown in FIG. 2 uses the work shift data registered by the business shift registration management device 8 to use the reception work terminal 6 that is linked to the telephone 2 of any reception worker among a plurality of telephones 2. A LAN communication interface 11 that manages a communication interface with the LAN 5, an operation unit 12 that inputs various commands, a display unit 13 that displays various information, and a clock unit that measures the date and time. 14 and a past performance database 15 that stores, as past performance data, the total number of incoming calls related to this date and time, the number of responses to this total number of incoming calls, the number of abandoned workers and the number of receptionist workers mobilized for each past date, Work shift database 16 for managing work shift data such as a work shift table registered by the shift registration management device 8 and work for managing this work shift database 16 A software management unit 17; data for identifying the telephone 2 and reception service terminal 6 used for each reception service person; a telephone link management table 18 for managing the work conditions of the reception service person; and the entire ACD management device 7 And a control unit 19 for controlling.

  The LAN communication interface 11 includes a shift registration management device communication interface 11A that controls a communication interface with the business shift registration management device 8 through the LAN 5, a PBX communication interface 11B that controls a communication interface with the PBX 4 through the LAN 5, and the LAN 5 through the LAN 5. A reception service terminal communication interface 11 </ b> C that controls a communication interface with the reception service terminal 6 is provided.

  The operation unit 12 includes a target date designating unit 21 for designating a target date, and a past date designating unit 22 for designating a desired past date within the past date in the past result database 15. A target response rate designating unit 23 for designating a target response rate, which will be described later, a skill rank ratio designating unit 24 for designating a skill rank mixed ratio, which will be described later, and a manual receptionist selection for manually selecting and selecting a receptionist And an instruction unit 25.

  The target date designating unit 21 designates the date for calculating the number of appropriate receptionist mobilization based on the work shift data stored in the work shift database 16, for example, on January 10, 2007 When the number of appropriate receptionist workers is determined, “January 10, 2007” is input and designated.

  The past date designation unit 22 designates the past result data of a desired past date from the past result data stored in the past result database 15. For example, the target date is “January 10, 2007”. In the case of “day”, it is desirable to input and specify a date near January 10, 2006 of the previous year.

  FIG. 3 is an explanatory view briefly showing the contents of the telephone link management table 18.

  The telephone link management table 18 shown in FIG. 3 includes, for each receptionist, a receptionist name 18A for identifying the receptionist, an extension number 18B for identifying the receptionist's telephone 2, and the receptionist's telephone number. An IP address 18C for identifying the reception service terminal 6, a work status 18D indicating whether the reception service operator has entered the office or not, and a reception indicating the reception status of the reception service company such as reception, busy, leaving, unlogged, etc. The state 18E is managed, and the ACD management apparatus 7 side can recognize the reception service terminal 6 for each reception service person, the telephone 2 linked to the reception service terminal 6, and the working state and reception state of the reception service person. is there.

  FIG. 4 is an explanatory diagram briefly showing the table contents of the work shift database 16.

  The work shift database 16 shown in FIG. 4 is a database for managing work shift data registered by the work shift registration management device 8, and identifies a reception worker to be mobilized on the same date every 16A. The name of the reception operator 16B, the contract type corresponding to the reception contractor's business contract type, for example, the contract type 16C indicating an official employee or part-time employee, and the skill rank 16D rating the business efficiency of the reception operator, The reception service person's working hours 16E, the reception service person's mobilization availability 16F, and the reception service person's mobilization schedule presence / absence 16G are managed. Person, their contract type, skill rank, working hours, availability of mobilization and presence / absence of mobilization.

  Skill rank 16D ranks the work efficiency of the receptionist in three stages: skill “1”, skill “2”, and skill “3”, skill “1” is extremely efficient, and skill “2” It is assumed that the business efficiency is moderately high, and skill “3” is set as the standard for business efficiency.

  Mobilization availability 16F indicates whether or not a receptionist can mobilize on the same date, whereas mobilization planned availability 16G is a scheduled mobilization who has decided to mobilize on the same date It indicates whether or not.

  FIG. 5 is a block diagram showing a schematic configuration inside the control unit 19 of the ACD management apparatus 7.

  The control unit 19 shown in FIG. 5 includes a display control unit 31 that controls display of the display unit 13, and past performance data specified by the past date specification unit 22, such as past response rates and reception operators. Based on the number of mobilizations, the appropriate receptionist mobilization number calculation processing unit 32 that calculates the number of appropriate receptionist mobilizations for the target date, and the target date calculated by the proper receptionist mobilization number calculation processing unit 32 A reception worker selection processing unit 33 that selects reception workers corresponding to the number of appropriate reception worker mobilizations for the day from the work shift data being managed in the work shift database 16 through the work shift management unit 17. A work shift update unit 34 that updates the mobilization schedule presence / absence 16G in the work shift data, with the reception worker selected by the reception worker selection processing unit 33 as a mobilization candidate for the target date, and a control unit 19 whole And a automatic call management control unit 35 which manages and controls.

  The proper reception worker mobilization number calculation processing unit 32 reads the past performance data of the past date designated by the past date designating unit 22 from the past performance database 15, and the past performance data of the read past date. The total number of incoming calls, the number of responses to the total number of incoming calls, the number of abandonments and the number of receptionist mobilizations are displayed on the display unit 13 through the display control unit 31 and the past based on the total number of incoming calls and the number of responses. The response rate is calculated, and the calculated past response rate is displayed on the display unit 13 through the display control unit 31. The total number of incoming calls, the number of responses, the number of abandonments, the number of receptionist workers, and the past response rate are recorded in the past. As the past performance of the year, month and day, the screen is displayed on the display unit 13 as shown in FIG.

  Also, when the appropriate reception worker mobilization number calculation processing unit 32 designates the target response rate through the target response rate designation unit 23, the past response rate and the number of reception worker mobilizations and the target response rate designation unit 23 are specified. Based on the target response rate specified in (2), there is a proper reception worker mobilization number calculating unit 32A for calculating the proper reception worker mobilization number.

  The target response rate designating unit 23 includes a target response rate input field 23A and an execution button 23B on the setting screen shown in FIG. 6, and after executing a desired target response rate in the target response rate input field 23A, When the button operation of the button 23B is detected, the designation of the target response rate input in the target response rate input field 23A is confirmed.

  Appropriate reception worker mobilization number calculation unit 32A is based on the formula of past response rate: reception worker mobilization number = target response rate: appropriate reception worker mobilization number. The number of business workers is calculated. For example, if the past response rate is 80%, the number of receptionist workers is 100, and the target response rate is 90%, the number of proper receptionist workers is 112.5. In addition, since the number of appropriate receptionist workers is the number of people, all the decimals are rounded up and corrected to 113.

  Then, when the appropriate reception worker mobilization number calculating unit 32A calculates the number of appropriate reception worker mobilizations for the target date, this proper reception worker mobilization number is displayed on the setting screen shown in FIG. The number is displayed on the number display column 13A.

  In addition, when the target response rate specifying unit 23 does not specify a target response rate, the appropriate reception operator mobilization number calculation unit 32A calculates the number of reception operator mobilizations in the past date as the appropriate reception operator on the target date. It is calculated as the number of mobilization. The target response rate designating unit 23 determines that the target response rate is not specified when the button operation of the execution button 23B is detected without inputting the target response rate in the target response rate input field 23A.

  Further, the appropriate reception worker mobilization number calculation processing unit 32 calculates the appropriate reception worker mobilization number 32A in the appropriate reception worker mobilization calculation unit 32A and then designates it in the skill rank ratio specification unit 24. Based on the skill rank mixture ratio, a rank-specific appropriate reception worker mobilization number calculating unit 32B that calculates the number of appropriate reception worker mobilizations for the target date for each skill rank is provided.

  The skill rank ratio specifying unit 24 includes a skill rank mixing ratio input field 24A and an execution button 24B on the setting screen shown in FIG. 6, and a desired mixing ratio is set in the skill rank mixing ratio input field 24A for each skill rank. When the button operation of the execution button 24B is detected after the input, the designation of the skill rank mixture ratio input in the skill rank mixture ratio input field 24A is finalized.

  The rank-based appropriate receptionist worker mobilization number calculating unit 32B calculates the appropriate receptionist worker mobilization number for each skill rank based on the proper receptionist worker mobilization number based on the skill mixture ratio. For example, if the number of appropriate receptionist workers is 100, skill “1” is 20%, skill “2” is 60%, skill “3” is 20%, the number of appropriate receptionist workers for skill “1” is 20 The number of proper receptionist workers with skill “2” is 60 and the number of proper receptionist workers with skill “3” is 20. In addition, since the number of appropriate receptionist workers is the number of people, all the decimals are rounded up and corrected.

  Then, the rank-specific appropriate reception worker mobilization number calculating unit 32B calculates the appropriate reception worker mobilization number for the target date for each skill rank, and displays this proper reception worker mobilization number on the setting screen shown in FIG. Is displayed on the screen for each skill rank in the appropriate number of proper reception worker mobilization display column 13B.

  In addition, when the skill rank ratio specifying unit 24 does not specify a skill rank mixture ratio, the rank-based appropriate reception worker mobilization number calculation unit 32B calculates the number of appropriate reception worker mobilization numbers based on the default skill rank mixture ratio. It is calculated for each rank. The skill rank ratio specifying unit 24 determines that the skill rank mixture ratio is not specified when the button operation of the execution button 24B is detected without inputting the skill rank mixture ratio in the skill rank mixture ratio input field 24A. .

  When the reception operator selection processing unit 33 detects the button operation of the reflection button 23C on the setting screen shown in FIG. 6, the reception operator corresponding to the number of appropriate reception operator mobilizations is displayed as work shift data. When the button operation of the reception worker selection unit 33A that automatically selects from the above and the skill reflection button 24C on the setting screen shown in FIG. 6 is detected, the number of reception workers corresponding to the number of appropriate reception worker mobilizations is determined for each skill rank. Recruitment by the rank of the reception worker selection unit 33B classified by rank automatically selected from work shift data and the number of appropriate reception worker mobilization for the same date in the reception worker selection unit 33A or the reception worker selection unit 33B classified by rank The mobilization impossibility determination unit 33C for determining whether or not the number of possible reception servicers has been exceeded, and when the number of appropriate reception servicer mobilizations exceeds the mobilizable number of reception servicers at the mobilization disablement determination unit 33C , Based on the number of appropriate reception service personnel mobilization and the number of reception service workers that can be mobilized, a shortage calculation unit 33D for calculating the shortage, and a replenishment request message including the shortage calculated by the shortage calculation unit 33D, A replenishment request message notifying unit 33E that outputs the display on the display unit 13 through the display control unit 31, and a manual reception operator selection unit that manually selects the reception workers for the shortage from the work shift data through the manual reception operator selection instruction unit 25. 33F.

  The reception operator selection unit 33A detects the button operation of the reflection button 23C on the setting screen while the appropriate reception operator mobilization number display field 13A on the setting screen shown in FIG. Then, based on the date 16A, working hours 16E, availability of mobilization 16F and scheduled mobilization 16G of the work shift database 16, the number of reception workers corresponding to the number of appropriate reception workers mobilized is shifted to work. Automatically select from data.

  In addition, when the daily work system of the appropriate number of receptionist workers is from 8:00 am to 17:00 in the evening, depending on the receptionist worker, the morning work from 8:00 am to 12:00 noon, from 12:00 noon to the evening 17 Since it varies depending on the receptionist, such as working in the afternoon until the time, in this case, it is automatically selected as the number of appropriate receptionist mobilization for one person in the morning and the afternoon work together in two receptionist workers is there.

  The rank-specific reception worker selection unit 33B displays the skill reception button 24C on the setting screen while displaying the number of appropriate reception worker mobilizations by rank on the setting screen shown in FIG. When the button operation is detected, the number of reception workers equivalent to the number of appropriate reception operators mobilized is the date 16A, skill rank 16D, work time zone 16E, availability of mobilization 16F of the work shift database 16. And based on the scheduled mobilization presence / absence 16G, the work shift data is automatically selected for each skill rank.

  The mobilization impossibility determination unit 33C determines whether or not the number of proper receptionist worker mobilizations exceeds the number of receptionist workers that can be mobilized for the same date through the receptionist selection unit 33A, and the receptionist by rank. It is determined whether or not the number of proper reception service personnel mobilization exceeds the number of reception service workers that can be mobilized for the same date through the selection unit 33B for each skill rank.

  The manual reception operator selection unit 33F does not automatically select the reception operator from the work shift data like the reception operator selection unit 33A or the rank-specific reception operator selection unit 33B, but for example to supplement the shortage The user arbitrarily selects from the work shift data through the manual reception worker selection instruction unit 25.

  The automatic incoming call management control unit 35 monitors the work status and the reception status of the telephone 2 and the reception service terminal 6 of the reception service operator, and updates the contents of the telephone connection management table 18 based on the monitoring result. When the current date and time reaches the working time zone of the target date through the monitoring control unit 35A and the clock unit 14, the telephone 2 of the receptionist who is the scheduled mobilization is based on the scheduled mobilization 16G of the work shift data being managed. And an incoming call reception permission setting unit 35B for setting permission of reception of incoming calls.

  Based on the mobilization schedule presence / absence 16G in the work shift data, the telephone interlocking monitoring control unit 35A determines, for each receptionist, the receptionist's telephone 2 and receptionist terminal 6 as well as the working state and the reception state, as well as the contract type. 7 is displayed on the display unit 31 through the display control unit 31. When the mobilization plan presence / absence 16G is scheduled to be mobilized, the screen is displayed as the current work status, and when the mobilization plan presence / absence 16G is not scheduled to be mobilized, the screen is displayed as a preliminary receptionist.

  When the current time arrives 5 minutes before the start of work based on the work hours of each reception work person in the work shift data in the work shift database 16 through the work shift management part 17, the incoming call acceptance permission setting part 35B is linked to the telephone. The IP address 18C of the reception service terminal 6 of the reception service person is read from the management table 18, and a message 5 minutes before the start of the service is notified to the reception service terminal 6 of the reception service person based on the IP address 18C, and the current time When the service start time arrives, the reception service terminal 6 of the reception service operator is set to log on in order to allow the reception service person to accept incoming calls to the telephone 2 without requiring a logon request operation.

  In addition, the incoming call reception permission setting unit 35B, when the current time arrives 5 minutes before the end of the work, based on the work hours for each reception worker in the work shift data of the work shift database 16 through the work shift management unit 17, The IP address 18C of the reception service terminal 6 of the reception service provider is read from the telephone link management table 18, and a message 5 minutes before the end of the service is notified to the reception service terminal 6 of the reception service company based on the IP address 18C. When the current time reaches the business end time, the reception service terminal 6 of the reception service operator is set to log off in order to prohibit the reception service operator from accepting incoming calls without requiring a log-off request operation. . The logoff automatic setting at the end of the job can be canceled according to a predetermined operation.

  The automatic incoming call distribution system is the automatic incoming call distribution system 1, the telephone is the telephone 2, the telephone exchange is the PBX 4, the reception service terminal is the reception service terminal 6, the management device is the ACD management device 7, and the past record data storage The means is the past performance database 15, the work shift management means is the work shift database 16, the past date and time designation means is the past date designation section 22, the proper reception worker mobilization number calculation means is the proper reception worker mobilization number calculation section 32A, the reception The operator selection means is the reception operator selection section 33A and the rank-specific reception operator selection section 33B, the work shift update means is the work shift update section 34, the incoming call reception permission setting means is the incoming call reception permission setting section 35B, and the response rate specifying means is Target response rate designating section 23, mobilization impossibility determining means 33C mobilization impossibility determining section 33C, deficient number calculating means 33 deficient number calculating section 33D, notifying means replenishing Determined message notification unit 33E, the mixing ratio specifying means skill rank specified percentage unit 24, by rank properly accepted business's attendance calculating means corresponds to the rank by accepting business's attendance calculation section 32B.

  Next, the operation of the automatic incoming call distribution system 1 showing this embodiment will be described. FIG. 9 is a flowchart showing the processing operation of the control unit 19 in the ACD management device 7 related to the proper reception worker mobilization number calculation processing of the present embodiment.

  The process for calculating the number of appropriate receptionist workers shown in FIG. 9 calculates the appropriate number of appropriate receptionist workers according to the past results, and displays the number of appropriate receptionist worker mobilizations on the display unit 13. It is.

  In FIG. 9, the control unit 19 determines whether or not the target date is specified through the target date and time specifying unit 21 (step S11).

  When the target date is designated, the control unit 19 reads out the work shift data of the target date from the work shift database 16, and based on this work shift data, displays the work shift table screen of the target date shown in FIG. The work shift table screen is generated and displayed on the display unit 13 through the display control unit 31. The work shift table screen displays the names of reception workers, skill ranks, contract types, working hours, etc. that can be mobilized on the target date.

  The control unit 19 determines whether or not the button operation of the automatic shift setting button 41 on the work shift table screen has been detected (step S12).

  When detecting the button operation of the automatic shift setting button 41, the control unit 19 displays the setting screen shown in FIG. 6 and designates a desired past date through the past date designation unit 22 on this setting screen. Whether or not (step S13). The desired past date designated by the past date designation unit 22 is, for example, the past date of January 10 of the previous year when the target date is January 10, 2007. It is desirable to designate the past date of the same period as January 10, 2006.

  When the desired reception worker mobilization number calculation processing unit 32 in the control unit 19 designates a desired past date through the past date specifying unit 22, the past year specified through the proper reception worker mobilization calculation unit 32A. The past performance data corresponding to the date is read from the past performance database 15 (step S14), and the past performance data is displayed on the setting screen (step S15). The past performance data corresponds to the total number of incoming calls, the number of responses, the number of abandonments, and the number of receptionist workers mobilized on the past year and month.

  Further, the appropriate reception worker mobilization number calculating unit 32A calculates the past response rate of the same date based on the total number of incoming calls and the number of responses of the past performance data (step S16), and calculates the calculated past response rate. The screen is displayed (step S17). In addition, the user can recognize the past response rate and the number of receptionist workers in the previous year that is the same period as the target date by visually checking the screen display contents.

  The proper reception worker mobilization number calculating unit 32A determines whether or not the button operation of the execution button 23B of the target response rate specifying unit 23 has been detected (step S18).

  When detecting the button operation of the execution button 23B, the proper reception worker mobilization number calculating unit 32A determines whether or not a target response rate has been designated (step S19). The designation of the target response rate is determined according to the button operation of the execution button 23B after the target response rate is input to the target response rate input field 23A on the setting screen.

  When it is determined that the target response rate is designated, the appropriate reception worker mobilization number calculation unit 32A, the designated target response rate, the past response rate of the past performance data of the past date, and the number of the reception worker mobilization Based on the above, the number of appropriate reception service personnel mobilization of the target date is calculated (step S20).

  When the appropriate reception worker mobilization number calculating unit 32A calculates the appropriate reception worker mobilization number on the target date, the appropriate reception worker mobilization number display field on the setting screen is displayed. The screen is displayed on 13A (step S21).

  The proper reception worker mobilization number calculation processing unit 32 determines whether or not the button operation of the execution button 24B of the skill rank ratio specifying unit 24 on the setting screen has been detected (step S22).

  If the appropriate reception operator mobilization number calculation processing unit 32 does not detect the button operation of the execution button 24B, the processing operation ends.

  In addition, when it is determined in step S19 that the target response rate is not specified, the appropriate reception worker mobilization number calculating unit 32A directly uses the number of reception worker mobilizations in the past year and month as it is. It calculates as the number of person mobilization (step S23), and shifts to step S21 in order to display the number of appropriate reception service person mobilizations on the target date in the proper reception service person number display column 13A on the setting screen.

  In addition, when the button operation of the execution button 24B is detected in step S22, the proper reception worker mobilization number calculation processing unit 32 determines whether or not a skill rank mixture ratio has been designated (step S24). The designation of the skill rank mixing ratio is determined according to the button operation of the execution button 24B after inputting the mixing ratio for each skill rank on the skill rank mixing ratio input field 24A on the setting screen.

  When there is a designation of the skill rank mixture ratio, the rank-specific appropriate reception worker mobilization number calculation unit 32B calculates the appropriate reception worker mobilization number for the target date for each skill rank based on the skill rank mixture ratio ( In step S25), when the number of appropriate reception worker mobilizations for the target date is calculated, the number of proper reception worker mobilizations for the target date is displayed for each skill rank in the appropriate reception worker mobilization number display column 13B by rank on the setting screen. Is displayed on the screen (step S26), and this processing operation is terminated.

  If it is determined in step S24 that the skill rank mixture ratio is not designated in step S24, the rank-specific appropriate reception worker mobilization number calculation processing unit 32B sets the skill rank mixture ratio to a default value (step S27). Based on the default skill rank mixture ratio, the process proceeds to step S25 in order to calculate the number of appropriate reception worker mobilization for each skill rank. Whether or not the skill rank mixture ratio is designated is determined based on whether or not the button operation of the execution button 24B is detected without inputting the skill rank mixture ratio input field 24A on the setting screen. When the button operation of the execution button 24B is detected without input, it is determined that the skill rank mixture ratio is not specified.

  Further, when it is determined in step S11 that the target date is not specified, or when the control unit 19 detects a button operation of the automatic shift setting button 41 on the work shift table screen in step S12, If it is determined in S13 that there is no designation of the past date, this processing operation is terminated.

  Further, when it is determined in step S18 that there is no button operation of the execution button 23B of the target response rate specifying unit 23, the appropriate reception worker mobilization number calculating unit 32A continues to monitor the button operation of the execution button 23B. The process proceeds to step S18.

  According to the appropriate reception worker mobilization calculation process shown in FIG. 9, in order to calculate the appropriate reception worker mobilization number on the target date, the past response rate and the number of reception worker mobilizations in the past date If the target response rate for the target date is specified, calculate the number of appropriate receptionist mobilizations corresponding to the target response rate, and set the appropriate receptionist mobilization number on the setting screen. Since the screen is displayed on the mobilization number display column 13A, the user can recognize the number of appropriate receptionist mobilizations corresponding to the target response rate of the target date without requiring skill.

  In addition, according to the calculation process for the number of appropriate receptionist workers, if the target response rate for the target date is not specified, the number of receptionist workers corresponding to the past response rate for the past date is determined as the appropriate receptionist Since it is calculated as the number of mobilizations and this number of appropriate receptionist mobilizations is displayed on the appropriate receptionist mobilization number display field 13A on the setting screen, the user can select the target date without requiring skill. Recognize the number of proper receptionist mobilizations for the day.

  Also, according to the appropriate receptionist mobilization number calculation process, when the calculated rank of appropriate receptionist mobilization is displayed on the display unit 13 and then the skill rank mixture ratio is designated, the proper receptionist service corresponding to the skill rank mixture ratio is performed. The number of workers mobilized is calculated for each skill rank, and the number of appropriate receptionist workers mobilized for each skill rank is displayed on the screen in the appropriate receptionist worker number display column 13B by rank on the setting screen. Without requiring skill, it is possible to recognize the number of appropriate receptionist mobilizations for the target date for each skill rank.

  Further, according to the proper reception worker mobilization number calculation process, after the calculated proper reception worker mobilization number is displayed on the display unit 13, even if the skill rank mixture ratio is not specified, the default skill rank mixture ratio is set. Since the corresponding number of appropriate receptionist worker mobilizations is calculated for each skill rank, the number of appropriate receptionist worker mobilizations for each skill rank is displayed on the screen in the appropriate reception worker number display column 13B by rank on the setting screen. The user can recognize the number of appropriate receptionist mobilizations for the target date for each skill rank without requiring skill.

  Next, in order to reflect the number of appropriate receptionist workers mobilization calculated in the appropriate receptionist mobilization number calculation process in the work shift data, the work shift data from the target date is changed to the appropriate receptionist mobilization number. A process for automatically selecting a corresponding receptionist will be described.

  FIGS. 10 and 11 are flowcharts showing the processing operation of the control unit 19 in the ACD management apparatus 7 related to the proper reception worker automatic selection processing.

  The appropriate reception worker automatic selection process shown in FIG. 10 and FIG. 11 is performed in order to reflect the number of appropriate reception worker mobilization calculated in the proper reception worker mobilization calculation process shown in FIG. 9 in the work shift data. This is a process for automatically selecting a reception worker corresponding to the number of proper reception worker mobilizations from the daily work shift data.

  In FIG. 10, the reception worker selection processing unit 33 inside the control unit 19 determines whether or not the button operation of the reflection button 23C on the setting screen shown in FIG. 6 has been detected (step S31).

  Upon receiving the button operation of the reflection button 23C, the reception operator selection unit 33A, through the mobilization impossibility determination unit 33C, mobilizes the appropriate reception operator based on the work time zone 16E and the availability of mobilization 16F of the target date. It is determined whether there are several people who can be accepted (step S32).

  If it is determined in step S32 that the reception worker selection unit 33A has as many receptionists as there are appropriate reception worker mobilizations based on the work hours 16E of the work shift data of the target date and the availability of mobilization 16F. Then, the number of the reception service workers as many as the proper reception service personnel mobilization is automatically selected as the scheduled mobilization person (step S33).

  When the work shift update unit 34 automatically selects as many receptionist workers as the number of appropriate reception worker mobilizations as scheduled mobilizers, the work shift update unit 34 stores the work shift data of the target date corresponding to the reception worker of the automatically selected mobilization candidate. The mobilization plan presence / absence 16G is updated (step S34), and this processing operation is terminated.

  In addition, in step S32, the reception worker selection unit 33A determines that there are no receivable persons corresponding to the number of appropriate reception worker mobilizations based on the work time zone 16E of the work shift data of the target date and the availability of mobilization 16F. Then, all the reception workers who can be mobilized are automatically selected as mobilization candidates (step S35), and the number of insufficient mobilizations is automatically subtracted from the number of appropriate reception work mobilizers through the shortage calculation unit 33D. Calculate (step S36).

  When the shortage number calculation unit 33D calculates the shortage number through the shortage number calculation unit 33D, the replenishment request message notification unit 33E of the reception operator selection processing unit 33 generates a replenishment request message including the shortage number and displays the replenishment request message as a display control unit. The screen is displayed on the display unit 13 through 31 (step S37), and the process shifts to step S34 in order to update the work shift data corresponding to the reception worker of the automatically selected mobilization candidate. Note that the user of the ACD management device 7 determines that the number of appropriate receptionist workers on the target date is insufficient by viewing the replenishment request message displayed on the screen on the display unit 13, and this shortage. The number of persons will be engaged in the work of replenishing the shortage through the manual reception operator selection instruction section 25.

  The reception worker selection processing unit 33 determines whether or not the button operation of the skill reflection button 24C on the setting screen is detected unless the button operation of the reflection button 23C is detected in step S31 (step S31). S38).

  When the reception worker selection processing unit 33 detects the button operation of the skill reflection button 24C, the reception worker selection processing unit 33 proceeds to M1 shown in FIG. 11 in order to automatically select the appropriate number of reception worker mobilization for each skill rank. In addition, the reception worker selection processing unit 33 ends this processing operation unless the button operation of the skill reflection button 24C is detected.

  In M1 shown in FIG. 11, the reception worker selection unit 33B according to rank of the reception worker selection processing unit 33, through the mobilization impossibility determination unit 33C, the skill rank 16D, the work time zone 16E, and the mobilization of the work shift data of the target date. Based on the possibility 16F, it is determined whether or not there are persons who can accept skills “1” for the number of appropriate reception workers mobilized for skill “1” (step S41).

  If it is determined in step S41 that there is a person who can receive skill “1” for the number of appropriate reception workers mobilized for skill “1” in step S41, the rank-specific reception worker selection unit 33B can accept skill “1”. The number of receptionist workers corresponding to the number of appropriate receptionist worker mobilizations of skill “1” is automatically selected as a scheduled mobilization person (step S42).

  Also, the rank-specific reception worker selection unit 33B appropriately receives the skill “2” through the mobilization impossibility determination unit 33C based on the skill rank 16D, the working time zone 16E, and the mobilization availability 16F of the work shift data of the target date. It is determined whether or not there is a person who can accept skills “2” for the number of business personnel mobilized (step S43).

  If it is determined in step S43 that there is a person who can accept skill “2” for the number of appropriate reception operators mobilized for skill “2” in step S43, the rank-accepted reception worker selector 33B can accept skill “2”. The number of receptionist workers as many as the appropriate number of receptionist workers with skill “2” is automatically selected as candidates to be mobilized (step S44).

  Further, the rank-specific reception worker selection unit 33B appropriately receives the skill “3” through the mobilization impossibility determination unit 33C based on the skill rank 16D, the work time zone 16E, and the mobilization availability 16F of the work shift data of the target date. It is determined whether or not there is a person who can accept skill “3” for the number of workers mobilized (step S45).

  If it is determined in step S45 that there is a person who can receive skills “3” for the number of appropriate reception workers mobilized for skill “3” in step S45, the rank-accepting worker selection unit 33B can accept skill “3”. Automatically selects the number of reception workers who are appropriate for the number of appropriate reception service personnel with skill “3” as the scheduled mobilization person (step S46), and the work date corresponding to the reception service person of the automatically scheduled mobilization person is selected. In order to update the mobilization schedule presence / absence 16G of the shift data, the process proceeds to M2 shown in FIG.

  In addition, when it is determined in step S41 that there is no person who can accept skills “1” corresponding to the number of appropriate reception workers mobilized for skill “1” in step S41, the rank-accepted reception worker selector 33B All the 1 "receptionist workers are automatically selected as mobilization candidates (Step S47), and the skill is calculated by subtracting the automatically selected mobilization number from the appropriate reception workforce number of skill" 1 "through the shortage calculation unit 33D. The shortage number of “1” is calculated (step S48).

  When the replenishment request message notification unit 33E calculates the deficient number of the skill “1” through the deficient number calculating unit 33D, the replenishment request message generating unit 33E generates a replenishment request message including the deficient number and displays the replenishment request message through the display control unit 31. The screen is displayed on the unit 13 (step S49), and the process proceeds to step S43 in order to determine whether or not there are persons who can accept skills “2” corresponding to the number of appropriately accepted workers of skill “2”.

  In addition, if it is determined in step S43 that there is no person who can accept skills “2” corresponding to the number of appropriate reception workers mobilized for skill “2” in step S43, the mobilizable skills “ All the 2 ”reception workers are automatically selected as scheduled mobilizers (Step S50), and the skill is calculated by subtracting the automatically selected scheduled mobilization number from the appropriate reception job mobilization number of skill“ 2 ”through the shortage calculation unit 33D. The shortage of “2” is calculated (step S51).

  When the replenishment request message notification unit 33E calculates the shortage number of the skill “2” through the shortage number calculating unit 33D, the replenishment request message notification unit 33E generates a replenishment request message including the shortage number and displays the replenishment request message through the display control unit 31. The screen is displayed on the unit 13 (step S52), and the process proceeds to step S45 in order to determine whether or not there are persons who can accept skills “3” corresponding to the number of appropriately accepted workers of skill “3”.

  In addition, when it is determined in step S45 that there is no person who can accept skills “3” corresponding to the number of appropriate reception workers mobilized for skill “3” in step S45, the mobilizable skills “ All 3 ”receptionist workers are automatically selected as scheduled mobilizers (step S53), and the skill is obtained by subtracting the automatically selected scheduled mobilization number from the appropriate number of receptionist mobilizers of skill“ 3 ”through the shortage calculation unit 33D. The shortage of “3” is calculated (step S54).

  When the replenishment request message notification unit 33E calculates the shortage number of the skill “3” through the shortage number calculating unit 33D, the replenishment request message notification unit 33E generates a replenishment request message including the shortage number and displays the replenishment request message through the display control unit 31. The screen is displayed on the section 13 (step S55), and the process shifts to M2 shown in FIG. 10 in order to update the work shift data corresponding to the reception worker of the automatically selected mobilization candidate.

  According to the appropriate reception worker automatic selection process shown in FIG. 10 and FIG. 11, the number of persons who can be accepted as many as the proper reception worker mobilization date calculated by the appropriate reception worker calculation process shown in FIG. Since the work shift data corresponding to the automatically selected mobilization appointment receptionist is updated, the work shift data corresponding to the automatically selected mobilization candidate is updated. Can be reflected in work shift data.

  In addition, according to the appropriate receptionist automatic selection process, the skill rank is determined based on the number of persons who can be accepted for the number of appropriate receptionist workers mobilized by the appropriate receptionist calculation process shown in FIG. Since the work shift data corresponding to the automatically selected mobilization appointment receptionist is updated every time, the number of appropriate receptionist mobilization calculated in the appropriate receptionist mobilization calculation process is updated. It can be reflected in work shift data.

  Next, a process for automatically logging on or off the reception service terminal 6 of the reception service person based on the work shift data of the target date reflected in the appropriate reception service person automatic selection process will be described. FIG. 12 is a flowchart showing the processing operation of the control unit 19 related to the reception service terminal logon / logoff process of the ACD management apparatus 7.

  The reception service terminal logon / logoff process shown in FIG. 12 is based on the working time zone 16E for each reception service person in the work shift data, without requiring the reception service person to log on or log off. This is a process for automatically setting the logon or logoff of the reception service terminal 6.

  In FIG. 12, the automatic incoming call management control unit 35 in the control unit 19 determines whether the current time is 5 minutes before the business start time through the clock unit 14 based on the work time zone 16E in the work shift data for each receptionist. It is determined whether or not (step S61).

  When it is determined that the current time is 5 minutes before the business start time, the automatic incoming call management control unit 35 generates a message 5 minutes before the business start time, and based on the IP address of the reception service terminal 6 of this reception service operator The message 5 minutes before the start of the work is notified to the reception work terminal 6 (step S62). In addition, when the reception service terminal 6 receives the message 5 minutes before the start of the business, the message 5 minutes before the start of the business is displayed on the screen. It is possible to recognize that it is 5 minutes before the start of the business by visually checking.

  Further, when the automatic incoming call management control unit 35 notifies the reception work terminal 6 of the message 5 minutes before the work start in step S62, the current time is the work start time based on the work time zone 16E in the work shift data. It is determined whether or not (step S63).

  When it is determined that the current time is the business start time, the incoming call acceptance permission setting unit 35B of the automatic incoming call management control unit 35 accepts the incoming call to the telephone 2 of the same reception operator. Log-on is set for the reception service terminal 6 (step S64).

  In addition, the automatic incoming call management control unit 35 determines whether or not the current time is 5 minutes before the work end time based on the work time zone 16E in the work shift data for each receptionist (step S65).

  When it is determined that the current time is 5 minutes before the business end time, the automatic incoming call management control unit 35 generates a message 5 minutes before the business end time, and based on the IP address of the reception service terminal 6 of this reception service operator Then, the message 5 minutes before the end of business is notified to the reception business terminal 6 (step S66). When the reception work terminal 6 receives the message 5 minutes before the end of work, the message 5 minutes before the end of work is displayed on the screen. It is possible to recognize that it is 5 minutes before the end of the business by visually checking

  Further, when the automatic incoming call management control unit 35 notifies the reception work terminal 6 of the message 5 minutes before the work end in step S66, the current time is the work end time based on the work time zone 16E in the work shift data. It is determined whether or not (step S67).

  When it is determined that the current time is the work end time, the incoming call acceptance permission setting unit 35B of the automatic incoming call management control unit 35 determines that the incoming caller's telephone 2 is not allowed to receive incoming calls. The reception service terminal 6 is set to log off (step S68), and this processing operation ends.

  According to the reception work terminal logon / logoff process shown in FIG. 12, if the current time is 5 minutes before the start of the work based on the work time zone 16E in the work shift data for each reception work person, a message 5 minutes before the start of the work is displayed. The message is displayed on the screen of the reception service terminal 6 of the reception service person. When the current time is 5 minutes before the end of the service, a message 5 minutes before the end of the service is displayed on the screen of the reception service terminal 6 of the reception service person Since it did in this way, the user of the reception work terminal 6 can recognize 5 minutes before the work start or 5 minutes before the work end based on the message content being displayed.

  Further, according to the reception business terminal logon / logoff process, when the current time becomes the business start time based on the work time zone 16E in the work shift data for each reception business operator, the logon from the user of the reception business terminal 6 Even if there is no request operation, the reception service terminal 6 of the reception service operator is automatically set to log on in order to allow the reception of the reception service to the telephone 2 and the current time becomes the business end time. Even if there is no log-off request operation from the user of the reception service terminal 6, the reception service terminal 6 of the reception service person is automatically logged off in order to prohibit the reception of incoming calls to the telephone 2 of the reception service person. Since it is set, the operation burden on the receptionist can be greatly reduced.

  According to the present embodiment, the past response rate and the number of reception worker mobilizations corresponding to the past date designated by the past date designation unit 22 are read from the past result database 15, and the read past date is read. Based on the past response rate and the number of reception worker mobilizations corresponding to, calculate the number of appropriate reception worker mobilizations for the target date, and the reception corresponding to the calculated number of appropriate reception worker mobilizations for the target date Automatically select the number of reception workers for the number of operators from the work shift data, and update the mobilization schedule presence / absence 16G in the work shift data with the automatically selected reception operators as the scheduled mobilization for the target date. When the current time reaches the work start time of the target date based on the work time zone 16E and the mobilization plan presence / absence 16G in the shift data, the telephone 2 of the receptionist who is scheduled to mobilize for the same date Incoming calls Since the reception service terminal 6 of the reception service operator is set to log on in order to set the permission, the target date and time is based on the past results such as the past response rate and the number of reception service personnel mobilization without requiring skill. It is possible to calculate the number of proper receptionist workers mobilized, and automatically select the number of candidates who will be mobilized corresponding to the calculated number of appropriate receptionist workers, and the current date and time will reach the start time of the business. As a result, it is possible to automatically permit and accept incoming calls to the telephone of the receptionist who is scheduled to mobilize without requiring a logon request operation.

  According to the present embodiment, when the target response rate is specified by the target response rate specifying unit 23, the target response rate is determined based on the target response rate, the past response rate of the past year and month, and the number of reception worker mobilizations. Since the number of appropriate reception service personnel mobilization for the target date according to the rate is calculated, it is possible to calculate the number of appropriate reception service worker mobilization according to the target response rate based on the past results.

  According to the present embodiment, when the number of appropriate reception service personnel mobilization for the target date exceeds the number of available reception service personnel based on the work shift data, the number of appropriate reception service personnel mobilization and possible mobilization are possible. Since the shortage number is calculated based on the number of receptionist workers, and the replenishment request message including the calculated shortage number is displayed on the display unit 13, the user of the ACD management apparatus 7 can refill request including the shortage number. Based on the message, it is possible to recognize the shortage of the proper number of receptionist workers.

  According to the present embodiment, when the skill rank mixture ratio of the number of appropriate reception worker mobilizations for the calculated target date is included, including the skill rank that ranks the business efficiency of the reception worker, this skill rank mixture ratio Based on the above, calculate the number of appropriate receptionist mobilizations for the target date for each skill rank, and calculate the number of receptionist workers equivalent to the appropriate receptionist mobilization number from the work shift data for each skill rank. Since the selection was made, the number of appropriate receptionist mobilizations for the target date reflecting the skill rank mixture ratio was calculated, and the receptionist equivalent to the appropriate receptionist mobilization number reflecting this skill rank mixture ratio A few minutes of mobilization can be automatically selected.

  According to the present embodiment, when the number of appropriate receptionist workers reflecting the skill rank mixture ratio for the target date exceeds the number of available receptionist workers based on the work shift data, Since the shortage number is calculated for each skill rank based on the number of people mobilized and the number of receptionist workers that can be mobilized, a replenishment request message including this calculated shortage number is displayed on the display unit 13 for each skill rank. The user of the ACD management device 7 can recognize the shortage of the appropriate number of receptionist workers for each skill rank based on the replenishment request message including the shortage.

  In the above embodiment, the reception worker selection processing unit 33 automatically selects the number of reception workers corresponding to the number of appropriate reception worker mobilization from the work shift data. Based on the random selection method, an arbitrary reception operator is automatically selected from a plurality of reception operators without bias.

  According to the automatic incoming call distribution system of the present invention, based on the past response rate and the number of reception service personnel mobilization as past performance data, the number of appropriate reception service personnel mobilization for the specified date and time is calculated, Select worker identification information for the number of receptionist workers equivalent to the number of appropriate receptionist worker mobilization from work shift data, and shift the work using the selected worker identification information receptionist as the scheduled mobilization person for the specified date and time. The mobilization schedule information in the data is updated, and when the current date and time reaches the specified date and time, the reception service operator who is scheduled to mobilize for the specified date and time is allowed to accept incoming calls to the telephone. Calculate the number of appropriate receptionist mobilizations for the specified date and time based on the past response rate and the past number of receptionist worker mobilizations, etc. It is possible to automatically select the number of people scheduled to mobilize for several minutes, and when the current date and time reaches the specified date and time, there is no need for a logon request and the incoming call to the receptionist who is scheduled to mobilize for the specified date and time is received. Since it is possible to automatically permit and set reception, it is useful for a call center system that requires a large number of reception operators.

It is a block diagram which shows schematic structure inside the automatic incoming call distribution system of this invention. It is a block diagram which shows schematic structure inside the ACD management apparatus in connection with this Embodiment. It is explanatory drawing which shows the table content of the telephone interlocking | linkage management table inside the ACD management apparatus in connection with this Embodiment briefly. It is explanatory drawing which shows briefly the table content inside the work shift database inside the ACD management apparatus in connection with this Embodiment. It is a block diagram which shows schematic structure inside the control part which is the principal part of the ACD management apparatus in connection with this Embodiment. It is explanatory drawing which shows the setting screen currently displayed on the display part of the ACD management apparatus in connection with this Embodiment. It is explanatory drawing which shows the status screen currently displayed on the display part of the ACD management apparatus in connection with this Embodiment. It is explanatory drawing which shows the shift table screen currently displayed on the display part of the ACD management apparatus in connection with this Embodiment. It is a flowchart which shows the processing operation | movement of the control part in connection with the number calculation process of the appropriate reception worker number of the ACD management apparatus concerning this Embodiment. It is a flowchart which shows the process operation | movement of the control part in connection with the appropriate reception operator automatic selection process of the ACD management apparatus in connection with this Embodiment. It is a flowchart which shows the process operation | movement of the control part in connection with the appropriate reception operator automatic selection process of the ACD management apparatus in connection with this Embodiment. It is a flowchart which shows the processing operation | movement of the control part in connection with the reception business terminal logon / logoff process of the ACD management apparatus in connection with this Embodiment.

Explanation of symbols

1 Automatic incoming call distribution system 2 Telephone (multifunctional telephone)
4 PBX (telephone exchange)
6 Reception service terminal 7 ACD management device (management device)
15 Past results database (Past results data storage means)
16 Work shift database (work shift management means)
22 Past date designation part (Past date designation means)
23 Target response rate designation part (response rate designation means)
24 Skill rank ratio designation part (mixing ratio designation means)
32A Appropriate receptionist mobilization number calculation part (Appropriate receptionist mobilization number calculation means)
32B Appropriate receptionist mobilization number calculation part by rank (Appropriate receptionist mobilization number calculation means by rank)
33A reception worker selection section (reception worker selection means)
33B Receiving worker selection section by rank (reception worker selecting means)
33C Mobilization impossibility determination part (Mobilization impossibility determination means)
33D Insufficient number calculation part (Insufficient number calculation means)
33E Replenishment request message notification unit (notification means)
34 Work shift update department (work shift update means)
35B Incoming reception permission setting part (Incoming reception permission setting means)

Claims (5)

A telephone exchange that accommodates and connects a plurality of telephones, and a management device that manages the reception service terminal that is connected to the telephone exchange and is linked to a telephone of an arbitrary reception service operator among the plurality of telephones. In response to a log-on request from the reception service terminal, the apparatus permits and accepts incoming calls to the telephone of the reception service operator linked to the reception service terminal, and the telephone exchange accepts reception service for which reception reception permission has been set. An automatic incoming call distribution system that automatically distributes incoming calls only to a person's telephone,
The management device
For each past date and time, the total number of incoming calls related to this date and time, the number of responses to this total number of incoming calls, the response rate for the total number of incoming calls, and the past performance data storage means that stores the number of reception service personnel mobilization as past performance data,
For each designated date and time, business operator identification information that identifies mobilized receptionist operators and scheduled mobilization information that indicates whether the receptionist involved in the same worker identification information is a scheduled mobilizer is managed as work shift data Work shift management means to
Past date and time designation means for designating a desired past date and time among the plurality of past dates and times,
The response rate corresponding to the past date and time designated by the past date and time designation means and the number of reception worker mobilizations are read from the past result data in the past result data storage means, and the response rate and reception worker corresponding to the read past date and time are read. Based on the number of mobilizations, the appropriate receptionist mobilization number calculating means for calculating the appropriate receptionist mobilization number for the specified date and time,
Select worker identification information for the number of receptionist workers corresponding to the number of appropriate receptionist worker mobilizations for the specified date and time calculated by the appropriate receptionist worker number calculation unit from the work shift data of the work shift management unit A receptionist selection means to perform,
A work shift update means for updating the mobilization person information in the work shift data, with the reception worker of the worker identification information selected by the reception worker selection means as the mobilization person for the specified date and time,
When the current date and time reaches the specified date and time, the incoming call reception to the telephone of the receptionist who is scheduled to be mobilized for the specified date and time is based on the information on the expected mobilization information of the work shift data being managed by the work shift management means An automatic incoming call distribution system comprising: an incoming call reception permission setting means for setting permission. The proper receptionist mobilization number calculating means is:
Response rate specifying means for specifying a target response rate for the specified date and time;
Based on the response rate corresponding to the past date and time specified by the past date and time specifying means and the number of reception worker mobilizations and the target response rate specified by the response rate specifying means and the specified date and time according to the target response rate 2. The automatic incoming call distribution system according to claim 1, wherein the number of appropriate reception service personnel mobilization is calculated. The receptionist selecting means is
Based on the work shift data, whether or not the number of appropriate reception workers mobilized for the specified date and time calculated by the appropriate reception worker mobilization number calculation means exceeds the number of reception workers who can be mobilized for the specified date and time Non-mobility judging means for judging,
When the number of proper receptionist workers mobilized exceeds the number of acceptable receptionist workers by this mobilization impossibility determination means, the shortage number is calculated based on the number of proper receptionist worker mobilizations and mobilizable receptionist workers. Shortage calculation means,
3. The automatic incoming call distribution system according to claim 1 or 2, further comprising notification means for informing and outputting a replenishment request message including the shortage number calculated by the shortage number calculation means. The work shift data is
For each business operator identification information, including a skill rank that ranks the business efficiency of the reception business operator,
A mixing ratio designation means for designating a skill rank mixing ratio of the number of appropriate receptionist worker mobilizations for the designated date and time calculated by the appropriate receptionist worker mobilization calculating means;
Based on the skill rank mixture ratio designated by the mixture ratio designation means, the designated date and time for each skill rank, the number of appropriate reception worker mobilizations for the designated date and time calculated by the appropriate reception worker mobilization number calculation means. The number of appropriate receptionist mobilization number calculating means for calculating the number of appropriate receptionist mobilizations per minute,
The receptionist selecting means is
The work shift data for each skill rank is used as the worker identification information corresponding to the number of reception workers corresponding to the number of appropriate reception workers mobilized for the specified date and time calculated by the rank-specific appropriate reception worker mobilization number calculating means. 3. The automatic incoming call distribution system according to claim 1 or 2, wherein: The receptionist selecting means is
Whether or not the number of appropriate receptionist mobilizations for the specified date and time calculated by the rank-based appropriate receptionist mobilization number calculation means based on the work shift data exceeds the number of available receptionist workers for the specified date and time Mobilization impossibility determination means for determining whether for each skill rank,
When the number of appropriate reception service personnel mobilization exceeds the number of reception service personnel that can be mobilized by the mobilization impossibility determination means, based on the number of appropriate reception service personnel mobilization and the number of reception service workers that can be mobilized, for each skill rank A shortage calculation means for calculating the shortage,
5. The automatic incoming call distribution system according to claim 4, further comprising notification means for informing and outputting a replenishment request message including the shortage number calculated by the shortage number calculation means.

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