JP6149135B1 - System, method, and program for proposing responders - Google Patents

Abstract

An object of the present invention is to support assignment of appropriate responders to customers. A management server according to an embodiment of the present invention manages a customer service business received via a reception terminal. This customer service operation includes proposals of responders who respond to the customer. The management server 10 includes a storage 15 for storing a response record (correspondence record management table TA1) for each customer of a plurality of responders, an accepting unit 111 for accepting an order waiting by the customer, and a correspondence situation for the customer accepting the order wait A response status management unit 112 for managing a customer, and a proposal unit 113 for proposing a responder corresponding to a customer from a plurality of responders based on at least the response results and response status of each of the responders to each customer, Is provided. [Selection] Figure 1

Description

  The present invention relates to a system, a method, and a program for proposing responders corresponding to customers.

  2. Description of the Related Art Conventionally, a system that supports a counter service at a travel agency, a bank, or the like has been proposed. For example, Patent Document 1 discloses a system that uses store reservation information for personnel assignment for smooth customer support. In this system, a store visit reservation is registered after confirming the arrangement of personnel capable of responding to a target job at the scheduled date and time based on the planned store visit date and time and the intended store visit received from the customer terminal.

JP 2014-085528 A

  However, in the above-described conventional system, although it is possible to reliably arrange the personnel (responders) based on the reservation information received in advance, this is simply the number of responders who can handle the target work. It is only secured. For example, depending on the actual situation on the day of visit to the store (when it takes a longer time than expected to handle a specific customer, etc.), the assumed responder may not be able to handle the customer. As described above, simply securing the number of responders based on the reservation information does not allow the appropriate responders to respond and may lead to a decrease in customer satisfaction.

  An object of the present invention is to support assignment of an appropriate responder to a customer. Other objects of the present invention will become apparent by referring to the entire specification.

  The responder suggestion system according to the embodiment of the present invention includes a storage unit that stores a response record for each customer of a plurality of responders, a reception unit that receives an order waiting by a customer, and a response status for a customer that receives an order waiting And a suggestion unit for proposing a responder corresponding to a customer from among the plurality of responders based on at least the response record and the response status.

  According to this configuration, it is possible to propose an appropriate responder based on the response performance of each of the multiple responders and the response status to the customer. In other words, the system can support assignment of appropriate responders to customers.

  Further, in the system, the reception unit acquires classification specifying information that can specify a classification of the content of the correspondence to the customer along with the waiting for reception, and the suggestion unit is calculated based on the correspondence result. Identifying a responder to be proposed from the plurality of responders based on at least the suitability degree corresponding to the classification of the corresponding content specified by the acquired classification specifying information. It can also be configured. In this way, it is possible to propose an appropriate responder based on the suitability level corresponding to the classification of the corresponding content. Here, as “classification of correspondence contents”, for example, “travel destination” or “composition of tourists (number of people)” in the travel service of a travel agency, “failure state” in the service of a computer repair shop, and Examples of the “contract form (new contract, contract change, model change, etc.)” or “model” in the window service of the mobile phone store are exemplified.

  Further, in the system, the correspondence record is associated with a classification of the correspondence content, and the suitability level is not related to the classification of the correspondence content with respect to the correspondence result related to the correspondence content classification. It can also be configured to be calculated with a greater weight than the corresponding performance. In this way, it is possible to calculate the aptitude degree based on the correspondence record by weighting the presence / absence of association with the classification of the correspondence content.

  In the above system, the handling record may be configured to include at least one of handling number information, handling time information, and alternation information being handled. In this way, it is possible to propose an appropriate responder based on such information.

  Further, in the above system, the response status management unit may determine the status of the customer including at least the waiting, response, and response completion, the duration for each status, and the responder who is currently responding. It can also be configured to be managed as part. In this way, it is possible to propose an appropriate responder based on such information.

  In the system described above, the proposing unit can also be configured to propose a new responder for a responder whose duration during response has reached a predetermined value or more. In this way, it is possible to propose an alternative responder for the responder whose response time has become longer.

  Further, in the above system, the suggesting unit may be configured to identify a responder to be proposed from the plurality of responders based at least on the remaining predicted response time of the responding responder. . In this way, an appropriate responder can be proposed based on the remaining predicted response time.

  Further, in the above system, the suggesting unit is configured to identify a responder to be proposed from the plurality of responders so that a standby responder is given priority over a responder currently responding. You can also In this way, it is possible to identify the responder who gives priority to the waiting responder.

  In the system described above, the suggesting unit can also be configured to propose a new responder for the responding responder who has input help information. In this way, it is possible to propose an alternative responder for the responder who has input the help information.

  The responder proposing method according to the embodiment of the present invention is a responder proposing method that is executed by one or a plurality of computers and proposes a responder corresponding to a customer, and a plurality of responders correspond to each customer. From the plurality of responders based at least on the correspondence results and the correspondence status, the step of accepting the waiting order by the customer, the step of managing the correspondence status for the customer who accepted the waiting order, And a step of proposing a responder corresponding to the customer.

  According to this configuration, it is possible to propose an appropriate responder based on the response performance of each of the multiple responders and the response status to the customer. In other words, the above method can support assignment of an appropriate responder to a customer.

  The responder proposing program according to the embodiment of the present invention is a responder proposing program for proposing a responder corresponding to a customer, and stores correspondence results of each of a plurality of responders for each customer in one or a plurality of computers. A process for receiving a waiting order by the customer, a process for managing a response status for the customer who has received the waiting status, and a response from the response status and the response status to the customer from the plurality of responders. And a process of proposing corresponding responders.

  According to this configuration, it is possible to propose an appropriate responder based on the response performance of each of the multiple responders and the response status to the customer. That is, the program can support assignment of appropriate responders to customers.

  Various embodiments of the present invention assist in assigning appropriate responders to customers.

It is a lineblock diagram showing roughly the composition of the network containing the management server concerning one embodiment of the present invention. It is a figure which illustrates the information managed in a correspondence performance management table. It is a figure which illustrates the information managed in a response status management table. It is a figure which illustrates a reception screen. It is a figure which illustrates a reception screen. It is a figure which illustrates the screen for managers. It is a figure which illustrates the individual display area of the screen for managers. It is a figure which illustrates the responder selection screen in the case of suggesting the responder in waiting. It is a figure which illustrates the responder selection screen in the case of proposing the responder in response. It is a figure which illustrates the screen for responders. It is a figure which illustrates the individual display area of the screen for responders. It is a figure which illustrates a corresponding person selection screen in case the corresponding person whose response time is more than predetermined value exists. It is a figure which illustrates the corresponding person selection screen when the corresponding person who selected the help object exists.

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

  FIG. 1 is a configuration diagram schematically showing a configuration of a network including a management server 10 according to an embodiment of the present invention. The management server 10 is communicably connected to the reception terminal 30, the manager terminal 40, and the counterpart terminal 50 installed in the same store via a communication network NW such as the Internet. The management server 10 manages customer service operations accepted via the reception terminal 30. Management of customer service includes proposals of responders who respond to the customer. The management server 10 is an example of an apparatus that implements all or part of the responder proposal system of the present invention.

  In FIG. 1, only one reception terminal 30, manager terminal 40, and responder terminal 50 installed in the same store are illustrated, but the number of these terminals is not particularly limited. For example, the corresponding person terminal 50 typically has one corresponding person terminal 50 arranged for each of a plurality of corresponding persons. The management server 10 is communicably connected to the reception terminal 30, the manager terminal 40, and the correspondent terminal 50 that are respectively arranged in a plurality of stores. In other words, the management server 10 manages customer service at each of a plurality of stores.

  The embodiment of the present invention can be applied to the management of various customer-facing business, and the business content is not particularly limited. However, in the following description, the management of the travel business of a travel agency is taken as an example.

  The management server 10 has a configuration as a general computer. Specifically, as shown in FIG. 1, the management server 10 includes a CPU 11, a main memory 12 that is configured by a DRAM or the like and temporarily stores data and programs, and a user that exchanges information with the user. An interface 13, a communication interface 14 that controls wired or wireless communication, and a storage 15 that is configured by a magnetic disk or a flash memory and stores data and programs. The CPU 11 reads a program stored in the storage 15 into the main memory 12 and executes instructions included in the program.

  The user interface 13 includes, for example, an information input device such as a keyboard, a mouse, and a touch panel, an audio input device such as a microphone, an image input device such as a camera, an information output device such as a display, and an audio output device such as a speaker. The communication I / F 14 is implemented as hardware such as a network adapter, various types of communication software, or a combination thereof.

  The storage 15 includes a response record management table TA1 that manages information related to the response records of each of a plurality of responders, and a response status management table TA2 that manages information related to the response status to the customer. FIG. 2 illustrates information managed in the correspondence record management table TA1. As shown in the figure, the correspondence result management table TA1 has a “correspondent ID” for identifying an individual correspondent as a main key, a “store ID”, a “correspondent name” for identifying a store to which the correspondent belongs, Information such as “corresponding number information”, “corresponding time information”, and “change information” is managed. The response time information is, for example, an average response time required for one customer response. Further, the change information is information related to the change of the responder at the time of dealing with the customer, and is, for example, the number of times that the other responder was changed (assigned) at the time of customer correspondence (the number of change). These pieces of information managed in the correspondence record management table TA1 are updated regularly (for example, once a day) based on the contents of a correspondence state management table TA2 described later.

  In this embodiment, “corresponding number information”, “corresponding time information”, and “replacement information” are associated with classifications of corresponding contents. That is, the information regarding the correspondence record is managed for each classification of the correspondence contents. The classification of the contents of correspondence in the travel service of the travel agency specifically includes the classification related to the destination (travel destination), for example, the classification “domestic” and “overseas”, or “domestic”, “North America” ”,“ Europe ”,“ Asia ”and“ Other ”.

  In addition, the classification of the correspondence contents in the contact service of the travel agency specifically includes a classification regarding the number of people (composition of travelers), for example, “1 person”, “2 people”, and “3 or more people”. Or “adult only” and “with children”.

  That is, for example, the correspondence number information includes the correspondence number when the destination is in Japan, and the correspondence number when the destination is overseas, and the correspondence time information includes the average correspondence time when the number of people is only an adult, And the average response time when the number of children is children is included.

  FIG. 3 illustrates information managed in the correspondence status management table TA2. As shown in the figure, the correspondence status management table TA2 uses a combination of “reception ID” for individually identifying customers waiting for a turn and “store ID” for identifying a store as a main key. “Destination information” that is information on the customer, “Number of people information” that is information on the number of people input from the customer, “Correspondent ID” that identifies the counterpart corresponding to the customer, “Status information” that indicates the status of the customer, Information such as “reception time”, “calling time”, “allocation time”, “correspondence start time”, “correspondence completion time”, “change flag” indicating whether or not the responder is changing during the correspondence is managed. The reception ID is a unique value within the same store. The reception ID can also be said to be information for temporarily identifying the customer.

  Specifically, the status information of the response status management table TA2 corresponds to one of “waiting”, “calling”, “allocated”, “corresponding”, “response completed”, and “cancelled”. Value is set. As will be described in detail later, the information managed in the response status management table TA2 is registered in response to the waiting for a turn, and then updated as appropriate in response to changes in the customer state. Here, the elapsed time from the reception time to the calling time indicates the duration of the customer status “waiting”, and the elapsed time from the calling time to the allocated time is the duration of the customer status “calling”. The elapsed time from the allocation time to the response start time indicates the duration of the customer status “allocated”, and the elapsed time from the response start time to the response completion time indicates that the customer status is “corresponding” Indicates the duration of. That is, it can be said that the correspondence status management table TA2 manages the duration for each customer state.

  The management server 10 functions as a reception unit 111, a response status management unit 112, and a suggestion unit 113 as shown in FIG. 1 when the CPU 11 executes instructions included in a program stored in the storage 15 or the like. . The reception unit 111 executes processing related to reception waiting in order. For example, the reception unit 111 receives information regarding the waiting for the order received via the reception terminal 30 via the communication network NW and registers the information in the correspondence status management table TA2. The response status management unit 112 executes processing related to management of response status for customers. For example, the response status management unit 112 updates the response status management table TA2 in accordance with a change in the customer status. Specifically, the response status management unit 112 receives information about customer calls, response assignment, response start, response completion, and the like, which are input via the administrator terminal 40, the response terminal 50, and the like. The response status management table TA2 is updated based on the above. Proposal part 113 performs processing about a proposal of a responder corresponding to a customer. For example, the proposing unit 113 selects from among a plurality of responders based on the response records of the responders managed in the response record management table TA1 and the response statuses for the customers managed in the response status management table TA2. A responder to be proposed is specified, and information regarding the specified responder is transmitted to the manager terminal 40 or the like.

  The reception terminal 30 has a configuration as a general computer. Specifically, as shown in the figure, the reception terminal 30 includes a CPU 31, a main memory 32 that is configured by a DRAM or the like and temporarily stores data and programs, and a user interface 33 that exchanges information with the user. And a communication interface 34 that controls wired or wireless communication, and a storage 35 that is configured by a magnetic disk or a flash memory and stores data and programs. The CPU 31 reads a program stored in the storage 35 into the main memory 32 and executes instructions included in the program.

  The user interface 33 includes, for example, an information input device such as a keyboard, a mouse, and a touch panel, an audio input device such as a microphone, an image input device such as a camera, an information output device such as a display, and an audio output device such as a speaker. The communication I / F 34 is implemented as hardware such as a network adapter, various communication software, or a combination thereof.

  The reception terminal 30 is configured as, for example, a smartphone, a tablet terminal, or a personal computer. The reception terminal 30 displays various screens with communication with the management server 10 via a web browser or other application installed in the storage 35 or the like. The reception terminal 30 has a function as a humanoid robot having an appearance similar to that of a human, and performs operations (including voice output) according to detection results by various sensors provided in the housing. It can also be configured as.

  The administrator terminal 40 and the counterpart terminal 50 have a configuration as a general computer. Since the hardware configuration of the manager terminal 40 and the counterpart terminal 50 is the same as that of the reception terminal 30, further detailed description is omitted. In the present embodiment, the manager terminal 40 is operated by a guidance person who guides a customer to a corresponding person (window) in a store. The correspondent terminal 50 is operated by a correspondent corresponding to the customer.

  Next, the operation of the management server 10 of the present embodiment configured as described above will be described. First, an operation related to reception waiting in order will be described. In the present embodiment, the waiting for reception is performed via the reception terminal 30.

  FIG. 4 illustrates a reception screen 60 displayed on the reception terminal 30. The reception screen 60 is displayed via a web browser or other application installed on the reception terminal 30. For example, when a store clerk logs in to the management server 10 using the store ID via the reception terminal 30 and then selects a reception function, a reception screen 60 is displayed on the reception terminal 30.

  As illustrated in FIG. 4, the reception screen 60 includes a waiting list area 61, a reception object 62, and a calling display area 63. On the upper side of the reception object 62, the number of waiting people and a guide for the waiting time are displayed. The waiting list area 61 displays a list of customers (receptions) whose customer status is “Waiting”, and specifically displays a list of reception IDs and reception times. The waiting number is the number of customers (the number of receptions) displayed in the waiting list area 61, and the waiting time is calculated, for example, by multiplying the waiting number (the number of receptions) by a predetermined time. The calling display area 63 displays a reception ID whose customer status is “calling”.

  When the customer selects the reception object 62 on the reception screen 60, the reception screen 60 transitions to the display illustrated in FIG. As shown in the drawing, the reception screen 60 after the transition shows a travel destination input object 64 for inputting a travel destination, an adult number input object 651 for inputting the number of adults to travel, and the number of children to travel. A child number input object 652 for inputting and a confirmed object 66 are provided. These input objects 64, 651, and 652 are configured as drop-down input objects that allow a desired option to be selected from a plurality of options. When the customer inputs the travel destination and the number of travelers via these input objects 64, 651, 652, and selects the confirmed object 66, the waiting reception is confirmed. Specifically, the reception unit 111 issues a reception ID and displays the reception ID on the reception terminal 30, and registers information regarding the received order waiting in the response status management table TA2. In this way, the reception unit 111 receives the order waiting by the customer via the reception screen 60 and acquires information for specifying the classification (destination and number of people) of the corresponding content.

  The operation related to reception waiting in the order has been described above. Next, operations relating to management of the response status for customers will be described. In the present embodiment, management of response status is performed based on information input via the administrator terminal 40 and the responder terminal 50.

  FIG. 6 illustrates an administrator screen 70 displayed on the administrator terminal 40. The administrator screen 70 is displayed via a web browser or other application installed on the administrator terminal 40. For example, when a store clerk (guidance person or the like) logs in to the management server 10 using the store ID via the manager terminal 40 and then selects the manager function, the manager screen 70 is the reception terminal. 30. The manager screen 70 includes a state selection area 72, a reception list area 74, and a reception object 76, as shown. The state selection area 72 is used to narrow down the receptions displayed in the reception list area 74. Specifically, the status selection area 72 can select one status from “waiting”, “calling”, “allocated”, “responding”, “responding complete”, and “cancelled”. It is configured. When a guidance person who operates the manager terminal 40 selects a desired state via the state selection area 72, a list of receptions corresponding to the selected state is displayed in the reception list area 74. The reception corresponding to the selected state is specified by referring to the state information of the correspondence state management table TA2.

  The reception object 76 is selected when the person in charge of the proxy acts as a receptionist waiting for a turn by the customer. When the reception object 76 is selected, the screen transitions to the screen illustrated in FIG. 5 as in the case where the reception object 62 on the reception screen 60 is selected, and the person in charge of guidance guides the travel destination and the travel via the screen. It is possible to input the number of people and to confirm the waiting reception.

  In the reception list area 74, individual display areas 741 for displaying information regarding individual receptions are arranged in the vertical direction. The reception list area 74 is configured so that the individual display area 741 to be displayed can be continuously switched by a flick operation in the vertical direction or the like. FIG. 7 illustrates the individual display area 741. As shown in the figure, the individual display area 741 displays the corresponding reception information in the upper part, and in the lower part, the call object 741A, the allocation object 741B, the correspondence start object 741C, the correspondence completion object 741D, and the cancellation object 741E are displayed. Has been placed. Information displayed in the upper part of the individual display area 741 includes reception ID, reception time, destination, number of people, state, and start time of this state (in the example of FIG. 7, the state is “calling”. The call start time corresponds to the call time). These pieces of information are displayed based on the information in the correspondence status management table TA2.

  Objects 741A-E arranged in the lower part of the individual display area 741 are objects for the person in charge to input an event for changing the customer state. The guidance person selects the call object 741A when a call is made to the customer. In response to the selection of the call object 741A, the response status management unit 112 changes the status information in the response status management table TA2 to “calling” and sets the current time as the call time. In the present embodiment, the management server 10 may support customer calls. For example, the customer may be called using a means such as a telephone, mail or SMS. In this case, the customer's telephone number, e-mail address, etc. may be acquired on the reception screen 60. Such a call can be realized, for example, when the management server 10 cooperates with another server or the like. When the management server 10 supports customer calls, the management server 10 can automatically change the status information described above to “calling” and set the call time.

  The guidance person selects the assignment object 741B when assigning the corresponding person. For example, when there is no other customer waiting for the turn, the guidance person in charge immediately assigns a responder to the customer who has accepted the turn. In addition, for example, the guidance person assigns the responder when the customer who made the call arrives. In response to the selection of the allocation object 741B, a corresponding person selection screen 80 illustrated in FIG. 8 is displayed on the manager terminal 40. As shown in the figure, the corresponding person selection screen 80 has a waiting corresponding person display area 82 for displaying a corresponding person who is waiting (not dealing with a customer) in the upper stage, and a corresponding person in the lower stage. The corresponding responder display area 84 is displayed. The waiting responder display area 82 and the responding responder display area 84 display an image (for example, a photograph) and the name of the responder, respectively. The example of FIG. 8 is an example in the case where there are a plurality of waiting responders and there is no customer waiting for the turn.

  The counterpart displayed on the counterpart selection screen 80 is a counterpart belonging to the target store. The corresponding person belonging to the store is specified by referring to the store ID of the corresponding result management table TA1. In addition, the corresponding responder can be identified by referring to the status information and the correspondent ID in the correspondence status management table TA2, and the waiting correspondent is the currently responding correspondent among the correspondents belonging to the store. It is a corresponding person excluding a corresponding person. As described above, in the present embodiment, the responders belonging to the store are managed in the response record management table TA1, and the response status of the responders is managed in the response status management table TA2.

  Of the corresponding persons displayed on the corresponding person selection screen 80, one recommended person (the corresponding person F in the example of FIG. 8) is added with a recommendation icon 86 displayed as “recommended”. The responder to which the recommended icon 86 is added is a responder proposed by the proposing unit 113. In addition, a corresponding time display icon 841 is added to the corresponding person displayed in the corresponding person display area 82 on the corresponding person selection screen 80. The corresponding time display icon 841 displays an elapsed time (corresponding time at the present time) since the corresponding person started the response. The response time at the current time is calculated based on the response start time and the current time in the response status management table TA2.

  In the present embodiment, as described above, the responder to be proposed is based on the response performance of the responder managed in the response performance management table TA1 and the response status to the customer managed in the response status management table TA2. And identified from a plurality of counterparts belonging to the target store. Specifically, the proposing unit 113 identifies a responder to be proposed based on the suitability level corresponding to the classification (destination and number of persons) of the corresponding content and the remaining predicted corresponding time of the corresponding responder.

  In the present embodiment, the aptitude level is managed as a numerical value, and a higher value indicates higher aptitude. This suitability level is calculated by assigning a greater weight to the response record (correspondence number information, response time information, and replacement information) related to the response content category than the response result not related to the response content category. The The aptitude degree increases, for example, as the number of responses increases, the average response time decreases, and the alternation frequency decreases.

  Further, in the present embodiment, the suitability level described above is adjusted based on the remaining predicted response time of the responding responder, and the responder who has the greatest suitability after the adjustment is identified as the proposer to be proposed. The Specifically, the adjustment of the aptitude is performed by subtracting a numerical value that increases as the remaining prediction response time increases from the aptitude before adjustment. Note that there is no remaining predicted response time for the waiting responder, and therefore the adjustment of aptitude (subtraction of numerical values) is not performed. In other words, in the present embodiment, when the responder to be proposed is specified, the responder who is waiting is given priority over the responder who is currently responding.

  The remaining predicted response time is, for example, a standard response time per case (the same time may be applied uniformly, or a different time may be applied for each responder and / or for each classification of the corresponding content. It can be calculated by subtracting the current response time from (good).

  As described above, in the present embodiment, the responder to be proposed is identified from the responders who are waiting and responding based on the response record (adequacy before adjustment) and the response status (the remaining predicted response time). Is done. It should be noted that the suitability before adjustment can be calculated in advance at the timing of updating the correspondence record management table TA1, and can be managed in the correspondence record management table TA1.

  FIG. 9 illustrates a responder selection screen 80 in a case where a responder who is currently responding to another customer is identified as a responder to be proposed. In this case, the recommended icon 86 is added so as not to overlap the corresponding time display icon 841. Specifically, the corresponding time display icon 841 is located in the upper right corner of the area displaying the corresponding person, and the recommended icon 86 is located in the upper left corner of the area displaying the corresponding person.

  The customer guider selects a corresponding person to be assigned to the customer from a plurality of corresponding persons displayed on the corresponding person selection screen 80. Usually, the customer guider selects a corresponding person to whom the recommended icon 86 is added. In accordance with the selection of the responder, a value corresponding to the correspondent ID in the response status management table TA2 is set, the status information is changed to “allocated”, and the current time is set as the allocated time. Further, a notification regarding assignment (for example, a notification including information regarding the reception ID and the assigned responder) may be performed on a later-described responder screen 90 displayed on the correspondent terminal 50.

  The correspondence start object 741C is an object for inputting start of customer correspondence, and the correspondence completion object 741D is an object for inputting completion of customer correspondence. Since the input of the start and completion of customer correspondence is normally performed by the responder via the responder screen 90 described later displayed on the responder terminal 50, details thereof will be described later.

  The cancellation object 741E is an object for canceling the reception waiting in turn. The guidance person selects the cancellation object 741E when, for example, there is a cancellation request from the customer. In response to the selection of the cancel object 741E, the response status management unit 112 changes the status information of the response status management table TA2 to “cancel”.

  FIG. 10 exemplifies the screen 90 for the responder displayed on the terminal 50 for the responder. The corresponding person screen 90 is displayed via a web browser or other application installed in the corresponding terminal 50. For example, when a store clerk (corresponder or the like) of a store logs in to the management server 10 using the store ID via the responder terminal 50 and then selects the responder function, the responder screen 90 is displayed on the reception terminal 30. Is displayed. As shown in the figure, the corresponding person screen 90 has a state selection area 92 and a reception list area 94, which are the same as the administrator screen 70. Below the reception list area 94, a help object 96 is displayed. Has been placed.

  FIG. 11 illustrates an individual display area 941 that displays information related to individual reception in the reception list area 94. As shown in the figure, the individual display area 941 displays the current information of the corresponding reception in the upper part, as in the individual display area 741 of the administrator screen 70, and the call object 941A and the assigned object 941B in the lower part. A correspondence start object 941C, a correspondence completion object 941D, and a cancellation object 941E are arranged. However, the responder screen 90 is configured such that the response start object 941C and the response completion object 941D can be selected, but the calling object 941A, the allocation object 941B, and the cancellation object 941E cannot be selected. In other words, in the present embodiment, the responder and the customer inducer have different events that change the state of the customer that can be input.

  The responder selects the response start object 941C when starting the customer response. In response to the selection of the response start object 941C, the response status management unit 112 changes the status information in the response status management table TA2 to “corresponding”, and sets the current time as the response start time.

  Further, the responder selects the response completion object 941D when the customer response is completed. In response to the selection of the response completion object 941D, the response status management unit 112 changes the status information in the response status management table TA2 to “response completed” and sets the current time as the response completion time.

  As described above, in this embodiment, an order for changing the customer's state is received via the manager terminal 40 and the responder terminal 50 after accepting the order waiting by the customer via the acceptance terminal 30. Done. Moreover, the assignment of the responder corresponding to the customer is performed via the manager terminal 40, and the responder is proposed by the proposing unit 113 when the responder is assigned.

  In the present embodiment, when the response time of the responder becomes a predetermined value (for example, 40 minutes) or more, and when the correspondent selects the help object 96 on the screen 90 for the responder, the proposing unit 113 , Suggest alternative responders. FIG. 12 illustrates a responder selection screen 80 when there is a responder whose response time is equal to or greater than a predetermined value. In this responder selection screen 80, for example, when a response time of any responder becomes a predetermined value or more, a predetermined notification is made on the administrator screen 70, and a response operation of the guide person in response to the predetermined notification is performed. Depending on the display.

  As shown in FIG. 12, the response time display icon 841 of the responder whose response time is equal to or greater than the predetermined value (correspondent B in FIG. 12) is the response time of the responder whose response time is not equal to or greater than the predetermined value. It is displayed in a mode different from the display icon 841, and specifically, displayed in a different background and character color. In the responding responder display area 84, a replacement object 842 is displayed below the responder whose response time is equal to or greater than a predetermined value. As described above, the proposing unit 113 makes a suggestion of a responder in place of a responder whose response time is equal to or greater than a predetermined value (proposal for replacing a responder) via the person-in-charge selection screen 80.

  When the person in charge selects the replacement object 842 and selects another corresponding person, the corresponding person whose response time is equal to or greater than the predetermined value is changed to the other corresponding person selected. Specifically, the response status management unit 112 changes the person-in-charge ID in the response status management table TA2, and sets a value indicating that the change flag has been changed. In addition, notification regarding the change of the responder (for example, a notification including the reception ID and information regarding the responder before and after the change) may be performed on the screen 90 for the responder.

  FIG. 13 illustrates a corresponding person selection screen 80 when there is a corresponding person who has selected the help object 96. The corresponding person selection screen 80 is displayed according to a response operation of the guidance person in charge for the predetermined notification, for example, when the corresponding person selects the help object 96 and the administrator screen 70 is notified. . As shown in FIG. 13, the correspondent who selected the help object 96 (correspondent K in FIG. 13) is displayed in a different form from other responders, and specifically, displayed in a different background. Further, the replacement object 842 described above is arranged below the corresponding person who selected the help object 96. As described above, the customer guider can change the corresponding person by selecting the replacement object 842 and then selecting another corresponding person. As described above, the suggestion unit 113 makes a suggestion of a responder in place of the correspondent who selected the help object 96 (a suggestion of replacement of the responder) via the person-in-charge selection screen 80.

  In the embodiment described above, the number of responders to be proposed on the responder selection screen 80 (the person to whom the recommended icon 86 is added) is one, but a plurality of responders may be proposed. Further, instead of or in addition to the recommended icon 86, the adjusted aptitude level itself or information (for example, rank or level) corresponding to the aptitude level value is displayed on the corresponding person selection screen 80. You may do it.

  In the embodiment described above, the suitability degree based on the response record is adjusted based on the remaining predicted response time, but such adjustment may not be performed. For example, the responder to be proposed may be specified only from the waiting responders excluding the responders who are responding based on the response status of the responders. That is, the response status in the present specification includes the response status (corresponding or waiting) of the responder.

  The management server 10 according to the embodiment of the present invention described above includes the storage 15 that stores the corresponding results (corresponding results management table TA1) for each customer of a plurality of responders, and the accepting unit 111 that receives the waiting order by the customers. A response status management unit 112 that manages the response status for a customer who has received a waiting order, and a suggestion unit 113 that proposes a responder corresponding to the customer from a plurality of responders based on at least the response performance and the response status; . Therefore, the management server 10 can propose an appropriate responder based on the response record and the response status. Thus, embodiments of the present invention can assist in assigning appropriate responders to customers.

  DESCRIPTION OF SYMBOLS 10 ... Management server, 15 ... Storage, 111 ... Reception part, 112 ... Correspondence situation management part, 113 ... Proposal part, 30 ... Reception terminal, 40 ... Terminal for manager, 50 ... Terminal for responder, 60 ... Reception screen, 70: Screen for administrator, 80: Screen for selecting responder, 90: Screen for responding person, TA1: Corresponding result management table, TA2: Corresponding situation management table.

Claims (8)

A responder proposal system for proposing responders corresponding to customers,
A storage unit for storing a record of correspondence to each customer of a plurality of responders;
A receiving unit that receives classification specifying information that can specify the classification of the content of correspondence to the customer, and accepts a waiting order by the customer;
A response status management unit that manages the response status for a customer who has received a waiting order, and is waiting for, responding, and the status of the customer including at least the response completion, the duration for each status, and the response status A response status management unit that manages responders as part of the response status;
Calculated based on the correspondence record , the degree of suitability of the responder indicating that the greater the value is, the higher the suitability is, and the suitability degree corresponding to the classification of the correspondence content specified by the acquired classification specification information the adjusted the suitability by the remaining predicted response time counterparts in the corresponding included in the corresponding situation reduces the larger numerical longer, the adjusted adequacy from the plurality of responders A proposal section for proposing the largest responder,
Correspondent proposal system. The correspondence record is associated with the classification of the correspondence content,
The suitability level is calculated by assigning a greater weight to the correspondence record related to the correspondence content classification than the correspondence result not related to the correspondence content classification.
The responder proposal system according to claim 1 . The correspondence record includes at least one of correspondence number information, correspondence time information, and replacement information during correspondence.
The responder proposal system according to claim 1 or 2 . The proposing unit proposes a new responder for a responder whose duration during the response is equal to or greater than a predetermined value.
Claims 1 to 3 or counterparts proposed system. The proposing unit identifies a responder to be proposed from the plurality of responders so that a waiting responder is given priority over a responding responder.
Claims 1 to 4 or counterparts proposed system. The proposing unit proposes a new responder for a responding person who has input help information.
Claims 1 to 5 or counterparts proposed system. A responder proposal method that is executed by one or more computers and proposes a responder corresponding to a customer,
Storing a record of the response to each customer of a plurality of responders;
The process of acquiring classification specifying information that can specify the classification of the response content for the customer and accepting the waiting by the customer,
It is a process of managing the response status for customers who have been waiting for a turn, and the status of the customer including at least the turn waiting, being handled, and the completion of the response, the duration for each state, and the responder being handled Managing as part of the response status,
Calculated based on the correspondence record , the degree of suitability of the responder indicating that the greater the value is, the higher the suitability is, and the suitability degree corresponding to the classification of the correspondence content specified by the acquired classification specification information the adjusted the suitability by the remaining predicted response time counterparts in the corresponding included in the corresponding situation reduces the larger numerical longer, the adjusted adequacy from the plurality of responders A process of proposing the largest responder,
How to respond. A responder proposal program for proposing responders corresponding to customers,
On one or more computers,
A process of storing the response records for each customer of a plurality of responders;
Processing to acquire classification identification information that can identify the classification of the response content for the customer,
A process for managing the response status for a customer who has received a waiting order, including a waiting status, a response status, a customer status including at least a response completion, a duration for each status, and a response status , Managing as part of the response status,
Calculated based on the correspondence record , the degree of suitability of the responder indicating that the greater the value is, the higher the suitability is, and the suitability degree corresponding to the classification of the correspondence content specified by the acquired classification specification information the adjusted the suitability by the remaining predicted response time counterparts in the corresponding included in the corresponding situation reduces the larger numerical longer, the adjusted adequacy from the plurality of responders Processing to propose the largest responder,
Respondent proposal program.

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