JP6470964B2 - Call center system and call monitoring method - Google Patents

Description

  The present invention relates to a call center system and a call monitoring method, and in particular, in a situation where a supervisor monitors a plurality of calls at the same time in a call center, the supervisor monitors the exchange between the customer and the operator in real time. The present invention relates to a call center system and a call monitoring method suitable for appropriately dealing with troubles and customer complaints.

  In the call center or office, if a problem occurs or is likely to occur in the call contents between the customer of the callee and the operator, the operator issues a supervisor alert request and asks the supervisor to listen to the call to respond to the trouble. The system is in practical use.

  In addition, the supervisor can listen to the call contents of the customer and the operator at any timing in order to prevent troubles or evaluate the call contents of the operator regardless of whether or not a supervisor alert is requested. There are also call center systems. Here, the listening refers to, for example, a call form in which the supervisor cannot speak and only the contents of the call are received in addition to the call form of the two-party call between the customer and the operator.

  Further, for example, Japanese Patent Application Laid-Open No. 2004-151867 is a trouble handling means that replaces listening. The call center device of Patent Document 1 automatically checks whether or not a specific word registered in advance is included in the call content after the customer-operator call is finished, and if it is included, the recorded data (voice data) is sent to the supervisor. The recording file) and the recording data identifier associated with the recording data are notified to the supervisor (FIG. 2, S105, paragraph number 0030).

  Further, Patent Document 2 discloses a technique for highlighting a keyword specified in advance when converting speech into text data in the technique related to the operator work support system. In the operator service support system of Patent Document 2, analog call voices flowing from a telephone are input to a voice recognition engine, keywords in units of words are registered in the voice recognition dictionary in advance, voice text conversion is performed, and keyword emphasis display is performed. It is converted to the text data and displayed on the screen (FIG. 8).

JP 2009-170953 A JP 2009-31810 A

  Listening conducted in a conventional call center or general office has a problem that the supervisor's trouble handling becomes one call at the same time, and the troubles of a plurality of operators cannot be grasped.

  Patent Document 1 and Patent Document 2 both aim to improve work efficiency by converting a call voice into text and detecting a keyword in a call center.

  However, in the call center device disclosed in Patent Document 1, the administrator automatically reproduces the recorded data, analyzes whether a specific word is included, and determines whether there is a trouble. There was a problem that the response was delayed. Further, although the recording data identifier associated with the recording data including the specific word is known, there is a problem that it is difficult to search which part of the recording data includes the specific data.

  Furthermore, in the operator service support system of Patent Document 2, since the text is displayed in full text and keywords are highlighted, the supervisor focuses on understanding one text, and the supervisor simultaneously monitors the contents of a plurality of operator calls in real time. This can be difficult.

  The present invention has been made in order to solve the above-described problems. The purpose of the present invention is to monitor the contents of calls between a customer and an operator at a call center in a situation where the supervisor simultaneously monitors a plurality of calls. An object of the present invention is to provide a call center system and a call monitoring method capable of grasping exchanges in real time and appropriately dealing with troubles and complaints from customers.

  The call center system according to the present invention is a call center system in which an operator handles a call from a customer, and each operator makes a call with an exchange for exchanging a call from a public network to an extension. A call terminal to be arranged; a server device that receives information about a call from the exchange; a call recording device that records call data transmitted from the exchange; a voice recognition device that recognizes voice data; and an extension from the server device A voice analysis control device that receives a call call analysis instruction and a supervisor terminal that displays operator information to be displayed for a supervisor that monitors the operator are connected to each other via a network.

  The voice analysis control device receives the call analysis instruction of the call related to the extension from the server device, acquires the call data of the call related to the extension from the server device recorded from the call recording device, and transmits the call data to the voice recognition device. The speech recognition device recognizes the call data sent from the speech analysis control device as speech and converts it into text, and transmits text including a predetermined keyword to the speech analysis control device. As a reply to the call analysis instruction for the extension, the server device transmits text including the predetermined keyword received from the voice recognition device to the server device, and the server device receives the predetermined keyword received by the supervisor terminal. Send the included text.

The supervisor terminal displays, for each operator, text including a predetermined keyword in association with the extension number in a window displaying operator information.
In addition, in the window displaying the operator information, information related to a call for each extension and information related to the operator are displayed for each operator.
The operator's seat map in the call center is displayed in the window displaying the operator information, and a balloon displaying the operator text displayed in the seat map is displayed in association with the extension number.

  When the operator's call balloon of the supervisor terminal is clicked, subsequent calls are displayed as text.

  Since the call recording device records the call data transmitted from the exchange as a divided file at predetermined intervals, it can be converted into text by voice recognition in real time.

  According to the present invention, in a situation where a supervisor monitors a plurality of calls at the same time in a call center, the supervisor monitors the conversation between the customer and the operator in real time, and is suitable for troubles and complaints from the customer. Can deal with.

1 is an overall configuration diagram of a call center system according to an embodiment. It is a block diagram of a speech analysis control device. It is a block diagram of a CTI server apparatus. It is a block diagram of a supervisory PC terminal. It is a figure which shows an example of a keyword list. It is a figure which shows an example of an operator management information table. It is a figure which shows an example of an operator state transaction. It is a figure which shows an example of an extension number-IP address correspondence table. It is a figure which shows an example of a seat information table. It is the figure which showed the seat figure (type A) display window. It is the figure which showed the seat figure (type B) display window. FIG. 6 shows a call content display window 700. FIG. 5 is a sequence diagram from the arrival of a local line to a call center system by a customer call until a seat map display window is displayed on an operator's PC terminal. FIG. 10 is a sequence diagram from the seat diagram display window of the operator PC terminal to the display of the call content display window. FIG. 11 is a sequence diagram of a process for ending a call text when a call is disconnected from a customer's call terminal 101.

Hereinafter, an embodiment according to the present invention will be described with reference to FIGS. 1 to 13C.
First, an outline of a configuration and processing of a call center system according to an embodiment will be described with reference to FIGS. 1 to 4. FIG. 1 is an overall configuration diagram of a call center system. FIG. 2 is a configuration diagram of the voice analysis control device. FIG. 3 is a configuration diagram of the CTI server apparatus. FIG. 4 is a configuration diagram of the supervisor PC terminal.

  As shown in FIG. 1, this call center system includes an IP-PBX (Internet Protocol-Private Branch eXchange) connected via a public network 102 from a call terminal 101 of a caller (caller) such as a customer. An IP line compatible private branch exchange) device 103 is connected to an operator's call terminal 111 via a network 114 to make a call. The operator can perform telephone operation of the call terminal 111 from the operator PC terminal 112. When an incoming call from the caller is displayed on the operator PC terminal 112, the operator operates a response from the PC terminal 112, The call terminal 111 performs a response operation so that the caller and the operator are in a call state.

  In the call center system, there is a supervisor who manages and supervises an operator, and the call terminal 111 and the supervisor PC terminal 113 monitor the situation and perform operations when necessary. The supervisor PC terminal 113 operates a management tool for displaying call center operation information for the manager in addition to the call terminal telephone control function of the PC terminal 112.

  The call center system includes an IP-PBX device 103, a CTI (Computer Telephony Integration) server device 104, an IVR (Interactive Voice Response) device 105, a call recording device 106, a call recording management device 107, and a data management device via a network 114. 108, a speech analysis control device 109, and a speech recognition device 110 are connected.

  The IP-PBX device 103 performs protocol conversion between the IP network and the public network 102, call control for outgoing / incoming calls, and the like. The IP-PBX device 103 is one or more devices having a switch function for performing call control related to outgoing / incoming calls, voice packet control, and CTI control for transmitting and receiving information related to calls.

  The CTI server device 104 is a core device of call control that realizes equal incoming calls to the call terminal 111 used for call center operation, manages the status of the call center, and receives call state information from the IP-PBX device 103. Are transmitted to the operator PC terminal 112 and the supervisor PC terminal 113, and when the call state is connected (during a call), a necessary instruction is given to the voice analysis control device 108. An IVR (Interactive Voice Response) device 105 is a device that performs voice processing such as primary voice response such as guidance guidance for a call from a caller. The call recording device 106 is a device that creates recording data by call recording processing. The call recording management device 107 is a device that manages recorded data and call information added thereto. The voice analysis control device 108 is a device that accesses the call recording device 106 and the voice recognition device 109 in accordance with an analysis request from the CTI server device 104 and returns a keyword of the recorded call voice and a call text. The voice recognition device 109 is a device that is equipped with a voice recognition engine, extracts keywords from call voice by recording and reproduction, etc., or converts them into call text as required.

Next, an outline of processing of the call center system of this embodiment will be described.
The operation of each device from when the customer calls from the call terminal 101 to the operator's call terminal 111 and responds is as follows. First, when an incoming call is received from the call terminal 101 via the public network 102 to the IP-PBX device 103, the IP-PBX device 103 notifies the CTI server device 104 of the incoming call, and the CTI server device 104 instructs the IVR device 105 to transfer the call. To do. The IVR device 105 executes a guidance guidance scenario for a customer who makes a phone call, and causes the call terminal 101 to reproduce and listen to the call center inquiry menu by voice. The customer who has listened to this menu confirms the inquiry content by selecting the menu by a PB (Push Button) signal by operating the button of the call terminal 101 according to the menu, and the IVR device 105 is selected by the CTI server device 104. Notify the inquiry contents. The CTI server device 104 determines a work group (a group in which a plurality of operators are logged in) in charge of the inquiry contents, selects an optimum operator in the work group by an ACD (Automatic Call Distribution) function, and the IVR device 105 The call is transferred to the call terminal 111 used by the optimum operator selected from the above. This transfer is realized when the CTI server device 104 makes a transfer request to the IP-PBX device 103 and the IP-PBX device 103 performs a transfer process to the call terminal 111. The IP-PBX device 103 notifies the CTI server device 104 that the call terminal 111 has received the call, and in response to this, the CTI server device 104 is receiving the call terminal 111 to the PC terminal 112 of the incoming operator. Notify that there is.

  When the operator confirms the incoming state from his / her PC terminal 112 and performs a response operation, a response request is transmitted from the PC terminal 112 to the CTI server device 104, and the CTI server device 104 transmits the IP-PBX device 103 via the CTI interface. Request response to Thereby, the IP-PBX device 103 performs a response process of the call terminal 111, the call terminal 101 and the call terminal 111 are connected, and a customer and an operator can talk.

  At this time, two-way RTP (Real-time Transport Protocol) data for sending and receiving is flowing between the IP-PBX device 103 and the call terminal 111, and the call recording device 106 has the RTP of each RTP. Recording data (file) is created for each call by capturing packets. Here, RTP is a standard data transfer protocol for delivering data streams such as voice and moving images in real time. Further, when creating the recording data, recording management information (information such as recording start time, recording end time, RTP packet source and destination IP address, etc.) is created. When the call between the customer and the operator ends, the recorded data and recording management information are transmitted to the call recording management device 107 and stored in the call recording management DB (database) 107 in a predetermined format.

  In parallel with this, when the call between the customer and the operator is terminated, the CTI server device 104 also obtains call information (information such as operator ID, extension number, call start time, call end time) from the CTI server device 104. It transmits to 107. The call recording management device 107 matches the recording management information and the call information, links the recording data and the call information, and stores the recording management information and the recorded data in the call recording management DB 107 as linked data.

  Further, the call recording device 106 has a function of reproducing real-time recording data even during a call with a customer (hereinafter referred to as a “chase playback function”). In order to realize this chasing playback function, the recording data is periodically divided during the call between the customer and the operator, and the divided recording data is generated internally so that the voice can be played even during the call. It has become.

  In the present embodiment, the call recording device 106 and the call recording management device 107 are described as separate devices, but may be realized by a single device. Further, although the voice analysis control device 108 and the voice recognition device 109 are described as separate devices, they may be realized by one device. Furthermore, the call recording device 106, the call recording management device 107, the voice analysis control device 108, and the voice recognition device 109 may all be realized as one device.

Next, the configuration and operation of the speech analysis control device will be described with reference to FIG.
As shown in FIG. 2, the voice analysis control device 108 includes a voice recognition device connection unit 201 connected to the voice recognition device 109, a voice data output processing unit 202, a CTI connection unit 205 connected to the CTI server device 104, and A voice data input processing unit 203 connected to the call recording device 106 and a voice analysis processing unit 204 as the core of processing of the voice analysis control device 108 are configured.

  When the CTI server device 104 transmits an analysis request with extension information parameters to the CTI connection unit 205 of the voice analysis control device 108, the CTI connection unit 205 notifies the voice analysis processing unit 204 of the analysis request. The voice recognition processing unit 204 requests the voice data input processing unit 203 to start obtaining the divided recording data of the corresponding extension from the call recording device 106 in order from the smallest number. Here, it is assumed that the recording data has the earlier time when the smaller number was recorded. This acquisition is performed at regular intervals, and when new divided recording data is created in the call recording device 106, the voice data input unit 203 acquires the divided recording data and sends it to the voice analysis processing unit 204. Pass divided recording data. When the voice analysis processing unit 204 receives the divided recording data from the voice data input processing unit 203, the voice analysis processing unit 204 requests the voice recognition device connection unit 201 to transmit a keyword analysis request to the voice recognition device 109. Then, the voice analysis processing unit 204 passes the divided recording data to the voice data output processing unit 202, and the voice data output processing unit 202 transmits the divided recording data to the voice recognition device 109 as an RTP packet (packet of voice data). (Sound playback).

  This series of processing is continuously performed every time new divided recording data is generated, so that the chase reproduced voice is continuously input to the voice recognition device 109 with a time lag of the divided recording data storage time. Then, the voice recognition device 109 can detect whether or not a keyword registered in advance is included in the reproduced call voice.

  When the keyword is detected, the detected text information is transmitted from the speech recognition device 109 to the speech analysis processing unit 204 via the speech recognition device connection unit 201, and the speech analysis processing unit 204 transmits and receives the transmitted text. The identification information and date / time information are added and notified to the CTI connection unit 205, and the detected text is transmitted with the parameters of the transmission / reception identification information and date / time information from the CTI connection unit 205 to the CTI server device 104 by keyword notification.

  In order to increase the voice recognition rate or to recognize the person who sent and received the call separately, the same call transmission sound (call from operator to customer) and reception sound (call sound from customer to operator) ) Is simultaneously sent to the channels of different voice recognition devices, and when the keyword is recognized as the transmitted sound and when the keyword is recognized as the received sound, the information can be output to the supervisor management tool. .

  In such a process of transmitting the transmission sound and the reception sound at the same time, since the reception of the transmission is progressing simultaneously, when a keyword is searched from the transmission / reception, the supervisor PC terminal management tool ( It is considered to output the detected text information in the later section.

  When an analysis stop request or a call text conversion request is transmitted with an extension information parameter from the CTI server device 104 to the CTI connection unit 205, the CTI connection unit 205 notifies the voice analysis processing unit 204. The voice analysis processing unit 204 requests the voice recognition device connection unit 201 to send the voice recognition device to end the keyword detection processing of the divided recording data, and the keyword search processing stops.

  Similarly, when a call text conversion request is transmitted from the CTI server device 104 to the CTI connection unit 205 with an extension information parameter, the CTI connection unit 205 notifies the voice analysis processing unit 204 of the call text conversion request. The voice analysis processing unit 204 requests the voice data input processing unit 203 to start obtaining the divided recording data of the corresponding extension from the call recording device 106 sequentially from the most recently created divided recording data. This acquisition is performed at regular intervals, and when new divided recording data is created in the call recording device 106, the divided recording data is acquired and the divided recording data is passed to the voice analysis processing unit 204. Upon receiving the divided recording data from the voice data input processing unit 203, the voice analysis processing unit 204 requests the voice recognition device connection unit 201 to transmit a call text conversion request to the voice recognition device 109. The voice analysis processing unit 204 passes the divided recording data to the voice data output processing unit 202, and the voice data output processing unit 202 transmits the divided recording data to the voice recognition device 109 as an RTP packet (voice playback). .

  When the voice recognition device 109 recognizes a voice break in the call text conversion processing, the voice recognition device 109 transmits the information converted into the voice text to the voice recognition device connection unit 201 as a text conversion notification, and the voice recognition connection unit 201 performs voice analysis processing. Notification to the unit 204. When the voice analysis processing unit 204 adds the transmission / reception identification information and the date / time information and notifies the CTI connection unit 205, the CTI connection unit 205 adds the transmission / reception identification information and the date / time information as a call text notification message and converts the text into the CTI. The server device 104 is notified.

  In the same way as keyword search, this call text is also sent to the same speech transmission channel and received speech channel to separate voice recognition devices, and converted to text conversion. The information is output to the management tool of the supervisor PC terminal. In addition, since transmission / reception is progressing at the same time, it is considered to simultaneously process transmission recording data and reception recording data and output information to the management tool in time series.

  Note that the functions of the voice analysis control device 108 described above may be realized by hardware, or may be realized by the CPU executing software.

Next, the configuration and operation of the CTI server device 104 will be described with reference to FIG.
The CTI server device 104 includes a CTI connection unit 301, a CTI control unit 302, an IVR connection unit 303, an ACD processing unit 304, a terminal connection unit 305, a storage unit, a DB access / information processing unit 306, and a storage Unit 308, voice analysis control device connection unit 309, and call recording management device connection unit 310.

  The CTI connection unit 301 is a part that connects to the IP-PBX device 103 through a predetermined interface. The CTI control unit 302 is a part that performs call control processing in units of extensions by CTI control via the CTI connection unit 301. The IVR connection unit 303 is a part that connects to the IVR device 105 through a predetermined interface. The ACD processing unit 304 is a part that implements an ACD (Automatic Call Distribution) function. Here, the ACD function is a function for receiving a call from the IP-PBX device 103 to an optimal operator. The terminal connection unit 305 is a part connected to the operator PC terminal 112 and the supervisor PC terminal 113. The DB access / information processing unit is a part that accesses a database held by the CTI server device, performs necessary processing, and delivers data to other components. The storage unit 308 is realized by an HDD (Hard Disk Drive) or an SSD (solid state drive), and stores a setting information DB 308a, an operator state DB 308b, and a statistical information DB 308c. The setting information DB 308a is a database that holds information set in advance in the operation of the call center. The operator status DB 308b is a database that holds the current operator status and call status. The statistical information DB 308c is a database that holds statistical information at the call center such as the number of outgoing / incoming calls within a certain period. Specific examples of tables stored in the setting information DB 308a and the operator status DB 308b will be described later.

  The operation of the CTI server device 104 is as follows. First, when the incoming notification is transmitted from the IP-PBX device 103 to the CTI connection unit 301 with the trunk line number and the called number added, the CTI connection unit 301 302, and the CTI control unit 302 notifies the ACD processing unit 304 that the IP-PBX device 103 has received a local line call (incoming from the public network 102). When the ACD processing unit 304 determines that the call has arrived at the local line, the ACD processing unit 304 confirms the called number (for example, dial-in number) notified from the corresponding line, and acquires voice response scenario information set in advance for the called number. Then, the IVR control unit 303 notifies the IVR control unit 303 with the extension information of the IVR device 105 that receives the voice response scenario information to be reproduced, and the IVR control unit 303 transmits the scenario information to the IVR device 105. The ACD processing unit 304 requests the IP-PBX device 103 to transfer the incoming call notification to the extension of the IVR device 105 via the CTI control unit 302 and the CTI connection unit 301, and the incoming call is transmitted to the IVR device. When the call is transferred to the extension 105, the IVR device 105 reproduces a voice response scenario corresponding to the set destination number of the scenario information and allows the customer who made the call to listen to the voice.

  When the customer who made the call listens to the scenario playback voice and selects the scenario menu by the PB sound, the IVR device 105 sends the destination work group corresponding to the selected menu to the ACD processing unit 304 via the IVR connection unit 303. By notifying the information, the ACD processing unit 304 selects the optimum operator from among the logged-in operators in the work group and transfers the call to the call terminal 111 used by the operator. A request is made to the IP-PBX device 103 via the control unit 302 and the CTI connection unit 301.

  As a result of this transfer processing, an incoming call arrives at the call terminal 111 used by the operator, so the IP-PBX device 103 notifies the ACD processing unit 304 of the incoming call notification with an extension number via the CTI connection unit 301 and the CTI control unit 302. To do. The ACD processing unit 304 notifies the operator's PC terminal 112 of the incoming call via the terminal connection unit 305. At the same time, the ACD processing unit 304 counts up the total data of the number of incoming calls to the DB access / information processing unit 306. The count of incoming calls is recorded in the database of the statistical information DB 308c. The ACD processing unit 304 rewrites the operator status DB 308b, the DB access / information processing unit 306 rewrites the current call status (incoming call status), and the management tool in the supervisor PC terminal 113 via the terminal connection unit 305. Notify (see below).

  When the DB access / information processing unit 306 notifies the management tool in the supervisor PC terminal 113 via the terminal connection unit 305 that the operator is in the incoming state, the corresponding operator telephone state of the seat map of the management tool Is updated while receiving a call.

  With the information transmission and processing route as described above, the management tool in the IP-PBX device 103, the operator PC terminal 112, and the supervisor PC terminal 113 performs the incoming call processing, and performs call control (incoming call, response, hold, Transfer, outgoing, three-way call, listening).

  Further, in cooperation with these call control operations, cooperation between the voice analysis control device 108 and the call recording management device 107 is also realized.

  When a call between the customer and the operator is started, the ACD processing unit 304 transmits an analysis request to the voice analysis control device 108 via the voice analysis control device connection unit 309. The voice analysis control device 108 performs keyword search by receiving the analysis request. This process is the process described in FIG.

  Similarly, when the call between the customer and the operator is disconnected, the ACD processing unit 304 transmits an analysis stop request to the voice analysis control device 108 via the voice analysis control device connection unit 309. This process is also the process described in FIG. Details of the processing related to the voice analysis control will be described later with reference to FIGS. 13A to 13C.

  Note that the functions of the CTI server device 104 are usually realized by the CPU executing software.

Next, the configuration and operation of the supervisor PC terminal 113 will be described with reference to FIG.
As shown in FIG. 4, the supervisor PC terminal 113 includes a CTI server connection unit 401, a telephone control unit 402, a telephone operation display unit 403, a CRM (Customer Relationship Management) processing unit 404, and a management tool processing unit 406. Consists of The management tool processing unit 406 includes a seat map display unit 406, a monitor display unit 407, and a group information / operator information display unit 408.

  The CTI server connection unit 401 is a part that connects to the CTI server device 104. The telephone control unit 402 is a part that controls the call terminal 111 used by the supervisor. The telephone operation display unit 403 is a part that displays the telephone state of the call terminal 111 and operates the telephone operation. The CRM processing unit 404 is a part that accumulates and manages customer information and customer response history.

  The management tool processing unit 406 is a part on the supervisor PC terminal 113 where the supervisor provides functions necessary for operator monitoring. The seat diagram display unit 406 of the management tool processing unit 406 is realized as a module of the management tool processing unit 406, and receives a call state information from the telephone control unit 402 and displays a seat diagram on a display device of the terminal. It is. The monitor display unit 407 is a part that displays the number of incoming calls, the number of responses, the number of outgoing calls, and the like, which are real-time statistical information. As will be described later, the seat map display unit 406 has a function of displaying a seat map to indicate the state of the operator, and a function of performing telephone operations for outgoing call / forwarding outgoing call / listening. The group information / operator information display unit 407 is a part for displaying work group information and operator information.

  Note that the functions of the supervisor PC terminal 113 are usually realized by the CPU executing software.

Next, a data structure used in the call center system of this embodiment will be described with reference to FIGS.
FIG. 5 is a diagram illustrating an example of a keyword list. FIG. 6 is a diagram illustrating an example of the operator management information table. FIG. 7 is a diagram illustrating an example of an operator state transaction. FIG. 8 is a diagram showing an example of the extension number-IP address correspondence table. FIG. 9 is a diagram illustrating an example of a seat information table.

  As shown in FIG. 5, the keyword list 1000 is a list in which a supervisor sets a keyword of interest in order for the supervisor to monitor the call between the operator and the customer, and is held by the voice recognition device 109. In the example shown in FIG. 5, keywords such as “I can't do it”, “I'm sorry”, “I ’m sorry” are set. The setting may be performed by the management tool of the supervisor PC terminal 104 and transmitted to the voice recognition device 109.

  As shown in FIG. 6, the operator management information table 1010 is a table for managing extension numbers and operator information, and is stored in the management information DB 308 a of the CTI server device 104. The supervisor PC terminal 104 is periodically updated. Sent to the management tool. As shown in FIG. 6, the operator management information table 1010 has an extension number 1010a, operator ID 1010b, name 1010c, login destination 1010d, work group 1010e (a plurality of work groups can be managed, only one is shown in FIG. For example, it is possible to have a maximum of 32 warg groups). When an operator logs in from a PC terminal, he / she logs in by specifying a login destination group (for example, an inquiry group) in which an operator ID and a work group are defined. The extension number assigned to the PC terminal and the table The operator ID 1010b, the name 1010c, the login destination 1010d set at the time of login, and the work group 1010e are managed in this table. In this embodiment, it is assumed that one extension number is assigned to one seat per operator and there is no overlap. The operator ID 1010b is an identifier assigned to the operator. The name 1010c is the name of this operator. The login destination 1010d is a group to which a plurality of work groups are assigned. The work group 1010e is a work group to which this operator belongs.

  As shown in FIG. 7, the operator status transaction 1020 is a data structure for transmitting the current operator status from the CTI server device 104 to necessary information to the supervisor PC terminal 113. The CTI server device 104 The data is transmitted to the supervisor PC terminal 113 at regular intervals, and when necessary, the management tool of the supervisor PC terminal 104 uses the contents of the seat map display window (described later) based on this. As shown in FIG. 7, the operator status transaction 1020 has fields of extension number 1020a, telephone status 102b, operator status 102c, call start time 1020d, call accumulated time 1020e, hold time 1020f supervisor call request 1020g. The extension number 1020a is an extension number related to this entry, and the management tool of the supervisor PC terminal 104 links each table with this extension number as a key. The telephone state 102b is a state of the call terminal assigned to the extension number, and takes values such as “waiting for incoming call”, “receiving call”, “calling”, “busy”, “holding”, for example. obtain. The operator state 102c is the state of the operator assigned to this extension number, and can take values such as “logout”, “seating away”, and “afterwork”. In the call start time 1020d, the time when the call is started by the call terminal 111 is stored in the format of year / month / day / hour / minute / second. The accumulated call time 1020e stores the accumulated time from the start of the call to the present in seconds. The hold time 1020f stores the time when the hold button is pressed at the call terminal 111 in seconds. The supervisor call request 1020g is a flag indicating whether or not the operator of the extension number has operated the supervisor call request in order to request assistance. The supervisor call request will be described later in detail with reference to FIG.

  The extension number / IP address correspondence table 1030 is a table showing the correspondence between the extension number and the IP address correspondence table, as shown in FIG. This means that the call terminal 111 having the extension number in the extension number 1030a field has the IP address in the field of the IP address correspondence table 1030b.

  As shown in FIG. 9, the seat information table 1040 is a table for associating data and display elements in order to create a seat diagram. The seat diagram of the management tool processing unit 405 is provided inside the supervisor PC terminal 113. The display unit 406 is held so that it can be accessed. As shown in FIG. 9, the seat information table 1040a has fields of an extension number 1040a, a seat ID 1040b, an x coordinate 1040c, and a y coordinate 1040d. The extension number 1040a is an extension number that is a key for seat display. The seat ID 1040b is an identifier of a display element displayed as a seat. An x coordinate 1040c and a y coordinate 1040d represent display elements displayed as seats.

  Next, a user interface of a call center system according to an embodiment of the present invention will be described with reference to FIGS. FIG. 10 is a view showing a seat map (type A) display window 500. FIG. 11 shows a seat map (type B) display window 600. FIG. 12 is a diagram showing a call content display window 700.

  During operation of the call center, the supervisor PC terminal 113 displays a type A seating chart in a window as shown in FIG. 10, for example, in order to monitor the operator's situation.

  In the A type seat diagram (type A) display window 500, a seat frame 501 indicating a seat layout, a seat state display 502, and a keyword display balloon 510 are displayed.

  The seat frame 501 is laid out by a square frame in the seat image of each operator and supervisor. The seat status display 502 corresponds to one seat frame 501, and the operation status of the call terminal 111 and the PC terminal 112 and the status of the operator are displayed on each frame. The In the actual seat map display window 500, the seat state display 502 is displayed for all the lattices of the seat frames 501, but only one is shown in FIG. 10 for simplicity.

  Details of the seat status display 502 include the operator name, operator status color (logout, waiting for incoming call, ACD call, after work, management outgoing call, single call, ACD non-response, unacceptable, other duties, leaving, leaving Operator status such as (rest), absence (meal), etc. is displayed in different colors), extension number used by the operator, telephone status color of the communication terminal 111 used by the operator (not used, ready for outgoing call, waiting for incoming call, receiving call) , Status of calling, talking, on hold, etc. are displayed in different colors). The supervisor call request mark is displayed when the operator requests help from the supervisor, and is displayed until the operator cancels the request or the call is disconnected. The supervisor call request operation is performed when a specific key is pressed or when a corresponding button (not shown) on the screen is clicked. The supervisor monitors the supervisor call request mark, and supports the operator by means such as listening to the corresponding call to deal with the trouble.

  There is also a warning icon display. When a threshold value registered in advance, for example, the holding time exceeds the threshold value and the device is on hold for a long time, the warning icon is displayed. The supervisor also monitors the operation of the operator and gives guidance to the operator when referring to the warning icon.

  Further, a tooltip display 503 is displayed when, for example, the mouse pointer is moved to one seat frame. The displayed contents include, for example, an extension number, an operator name and a login ID, a login work group name, a work group name being processed during a call, an operator state and a state elapsed time, a telephone state and a state elapsed time, Detailed information that cannot be displayed in the frame of the seating chart can be displayed.

  The data displayed on the seat status display 502 and the tooltip display 503 is stored in the operator information of the setting information DB 308 a transmitted from the CTI server device 104 by the seat display unit 406 of the management tool processing unit 405 of the supervisor PC terminal 113. The information table 1010 is created by accessing the operator status transaction 1020 transmitted from the CTI server device 104 and matching the seat information table 1040 with the extension number as a key.

  Further, a keyword display balloon 510 is displayed for each seat frame. The condition for displaying the keyword display balloon 510 is when the voice recognition device 109 recognizes that the keyword in the keyword list shown in FIG.

  The keyword display balloon 510a included “I cannot do” at 14:43:10 and “I ’m sorry” at 14:43:40 in the conversation content sent to the customer by the operator of the extension 1005. Is displayed. The keyword display balloon 510b displays that “I can't” is included at 14:45:20 in the conversation content sent by the operator of the extension 1004 to the customer.

  By displaying the date and time information in the keyword display balloon, it will be a time guideline from when the trouble has occurred, and when the recorded data is played back, the corresponding keyword can be played from around the time of the conversation There is.

  Further, during operation of the call center, the supervisory PC terminal 113 may display a type B seat map in a window as shown in FIG. 11, for example, in order to monitor the operator's situation.

  In the type B seating chart (type B) display window 600, the seat state is displayed for each seat frame, and the operator is shown. From the illustration of the operator, the keyword display balloon is directly displayed. 610 is displayed.

  The seat state display 602 in the seat frame 601 has the same content as the content of the seat state display 502 in FIG. The tooltip display 503 has the same contents, and the operation for displaying is the same.

  The supervisor can open the call content display window 700 by clicking the keyword display balloon 610. In the call content display window 700, a call content display balloon 710 is displayed. The call content display balloon 710 displayed in the call content display window 700 is a text display of the recognition of the recorded call after the clicked keyword display balloon 610a (510a in the example of FIG. 10). In other words, a text display of the content of the call terminal corresponding to the seat frame made a call with the corresponding extension number is displayed.

  Call content display balloons 710a and 710c are balloons showing the contents of the conversation with the operator, and 701b is a balloon showing the contents of the conversation with the customer. The operator and the customer can see which side has a conversation by separating the direction from the left side and the right side. Further, the operator and the customer may be distinguished by the color of the call content display balloon 710, the background pattern, and the type of the surrounding line.

  The call content balloon 710a indicates that the operator has spoken at 14:43:10, “The customer cannot receive the desired processing.” The call content balloon 710b is displayed by the customer at 14:43. The message “Why can't it be done?” Is shown at 25 minutes and the call content balloon 710c indicates that the operator has spoken “I ’m really sorry” at 14:43:40. Yes. In this embodiment, the recording is divided every 15 seconds, and the displayed time is the recording time.

  The conversation is displayed in a summary. This is because voice recognition often fails to correctly recognize all conversations, and the voice recognition engine displays the contents of the call voice as text.

  In this way, the supervisor can simultaneously monitor a plurality of operator-customer interactions that are likely to cause troubles in real time, thereby promptly responding and increasing customer satisfaction.

  Next, a processing sequence in each component in the call center system according to the present embodiment will be described with reference to FIGS. 13A to 13C. FIG. 13A is a sequence diagram from the arrival of a local line to a call center system by a customer call until a seat map display window is displayed on an operator's PC terminal. FIG. 13B is a sequence diagram from the seat diagram display window of the operator PC terminal to the display of the call content display window. FIG. 13C is a sequence diagram of a process for ending the call text when the call is disconnected from the customer's call terminal 101.

  13A to 13C show, as components in the call center system, a voice analysis control device 108, a voice recognition device 109, a call recording management device 107, a call recording device 106, a CTI server device 104, and an IP-PBX device. 103, an operator call terminal 111, an operator PC terminal 112, a supervisor call terminal measure 111, and a supervisor PC terminal 113 are shown.

  It should be noted that the IVR device 105 that is not directly related to the keyword detection of the call between the customer and the operator is not related to the aim of the present invention, and therefore the sequence of the present embodiment is not passed through the IVR device 105.

  The sequence shown in FIG. 13A is a seat diagram that is displayed by the management tool operating the supervisor PC terminal after detecting the keyword from the content of the call after the customer arrives at the call center system via the public network. The operation until the keyword detection content is notified to the display window as text information is shown.

  First, when an incoming call from the public network enters the IP-PBX device 103 (A01), the IP-PBX device 103 notifies the CTI server device 104 of an “ACD incoming call notification” (A02).

  The CTI server device 104 recognizes that an incoming call to the call center has occurred, and further logs a work group to be received from the dial number (called number) of the incoming call, and further logs in to the work group An optimum operator (for example, an operator having the longest waiting time for incoming calls to obtain uniform incoming calls) is obtained from the operator of the operator, an extension number used by the operator is determined (S01), and the IP- The PBX apparatus 103 is requested by adding an extension number to the “destination transfer request” (A03).

  The IP-PBX device 103 causes the operator call terminal 111 indicated by the extension number added to the “destination transfer request” to receive the call (A04). Upon receiving the incoming call, the call terminal of the incoming call terminal 111 for the operator rings a ringing tone (S02), and informs the operator that the incoming call has been received.

  When the IP-PBX device 103 receives an incoming call at the operator call terminal 111, the IP-PBX device 103 notifies the CTI server device 104 by adding an extension number to the “incoming call notification” (A05). In accordance with the “incoming notification”, the CTI server device 104 notifies the operator PC terminal 112 indicated by the extension number of the “incoming notification” (A06). By this notification, the operator can recognize from the PC terminal 112 that the call terminal is receiving the call. At the same time, the CTI server device 104 notifies the supervisor PC terminal 113 of the “status notification” with an extension number and information indicating that the call terminal has transitioned to the “incoming” status (A07). When “state notification” is notified to the seat diagram display unit 406 of the supervisor PC terminal 113, the call terminal has transitioned to “incoming” in the seat state display 502 corresponding to the extension number in the seat diagram display window. Is reflected (S04).

  When a response operation is performed from the operator PC terminal 112 (S03), a “connection request” is requested to the CTI server device 104 (A08), and the CTI server device 104 makes a “connection request” to the IP-PBX device 103. A request is made by adding an extension number (A10). The IP-PBX device 103 executes a response process of the operator call terminal 111 to connect the call path between the customer and the IP-PBX device 103, the IP-PBX device 103, and the operator call terminal 111 to a call state. (R01), the packet information for the call is communicated by the RTP for transmission and the RTP for reception, and the call becomes possible. When the communication state is established, the IP-PBX device 103 notifies the CTI server device 104 by giving an extension number to the “connection notification” (A11), and the CTI server device 104 also enters the call state for the customer and the operator call 111. The CTI server device 104 sends a “connection notification” to the operator call PC terminal 112 (A13), and the CTI server device 104 sends a call to the extension PC to the supervisor PC terminal 113 as a “status notification”. The medium state is added and notified (A14). In response to this notification, the seat status display 502 in the seat map display window in the supervisor PC terminal 113 changes the status of the corresponding extension to a display indicating that a call is in progress (S07).

  Further, the CTI server device 104 attaches an extension number to the call recording management device 107 and makes a divided recording start request (A09). Upon receipt of the request, the call recording management device 107 receives the extension shown in FIG. The corresponding IP address is extracted from the number-IP address correspondence table 1030 (S05), and an extension number and the corresponding IP address are added to make a divided recording start request (A12).

  When a call is made in accordance with the sequence as described above and RTP packets for transmission and reception are communicated, the packet information is transferred to the call by, for example, a mirroring function of SW (Switch) connected to the network 114. A bidirectional RTP packet for transmission and reception is also transmitted to the recording device 106 (R02). As a result, the call recording device 106 starts call recording for each extension based on the IP address received from the call recording management device 107 (S06). The call recording device 106 has a chasing playback function, and the call recording is divided and recorded in small increments by a periodic divided recording function. The divided recording is divided and recorded in the RTP communication for transmission and the RTP communication for reception.

  Further, the CTI server apparatus 104 requests the voice analysis control apparatus 108 by giving an extension number to the “analysis request” from the CTI server apparatus 104 in response to the “connection notification” (A15). When receiving the “analysis request”, the voice analysis control device 108 periodically acquires the divided recording files for transmission and reception of the corresponding extension from the call recording device 106 (A16). When the divided recording file for transmission and the divided recording file for reception are acquired first, the files are sequentially acquired from a file with a small number that is a file in which the head of the call is recorded.

  When the voice analysis control device 108 acquires the divided recording file, the voice analysis control device 108 requests the keyword recognition request from the voice analysis control device 109 in units of ch (channel) (A17). Note that ch is a management unit of the voice recognition device 109, and the number of simultaneous voice recognitions is managed in advance as the number of channels. When requested in units of channels, the voice analysis control device 108 transmits the data of the recording file received from the call recording device 106 to the voice recognition device using the RTP protocol. The voice recognition device 109 manages a plurality of channels and can simultaneously perform voice recognition for each channel. Since the speech recognition device 109 itself does not identify the transmission or reception, the speech analysis control device 108 manages the transmission ch and the reception ch, and the speech analysis control device 108 changes to the speech recognition device 109. By making a “keyword analysis request” at the same time for two channels, it is possible to monitor keywords by voice recognition for transmission and reception of one call.

  The voice analysis control device 108 periodically performs “divided recording file acquisition” from the call recording device 106 (A18). When the voice recording control device 108 acquires the divided recording files in order from a small number, the voice analysis control device 108 performs voice acquisition each time. A "keyword analysis request" is sent to the recognition device 109 (A19), and voice data is sent from the voice analysis control device 108 to the voice recognition device 109 by RTP by the voice playback function, thereby dividing the recording between the customer and the operator. While having a time lag corresponding to the time for creating one file, it is possible to perform voice recognition for continuous transmission and reception separately.

  The reason why voice recognition is performed separately for transmission and reception is to prevent voice recognition accuracy from being lowered due to the overlap of the voices of transmission and reception.

  The voice recognition device 109 registers a plurality of keywords in the voice recognition device 109 in advance when listening to the chasing reproduced voice as an RTP packet from the voice analysis control device 108 for each “keyword analysis request” and performing voice recognition. Thus, the keyword is detected. When the keyword is detected, the voice recognition device 109 notifies the voice analysis control device 108 of the “keyword detection” notification with the date and the detected text information (A20, A23). Upon receiving the “keyword detection”, the voice analysis control device 108 identifies whether transmission or reception is performed from the communicated ch, and the voice analysis control device 108 extends the “keyword notification” extension to the CTI server device 104. Information, transmission / reception identification, date / time, and text information are added and notified (A21, A24).

  Upon receiving the “keyword notification”, the CTI server device 104 notifies the supervisor PC terminal 113 of the “keyword notification” with the extension information, transmission / reception identification, date / time, and text information added thereto (A22, A25). ). In response to the notification, supervisor PC terminal 113 displays keyword display balloons 510 and 610 including time information in the seat map display window (S08, S09), whereby the customer or operator issues an NG keyword. The supervisor of the supervisor PC terminal 113 can be confirmed. If it is determined by this confirmation that the content of the call is likely to cause a trouble, it becomes possible to listen to the call between the customer and the operator in advance, which is effective in preventing trouble. In addition, since the supervisor of the supervisor PC terminal 113 monitors a plurality of conversations in the same manner, it is possible to realize a simultaneous monitoring process of a plurality of operators that cannot be performed by a conventional call center.

  Next, the processing from the seat map display window of the operator PC terminal to the display of the call content display window will be described with reference to FIG. 13B.

  This sequence shows the process continued in FIG. 13A. In the processing up to FIG. 13A, the voice analysis control device 108 and the voice recognition device 109 realize keyword detection by using the voice recognition function sequentially for the divided recording files, and the keyword display balloons 510 and 610 including this keyword are displayed in the seat map display window. The process up to displaying is described. Then, the supervisor refers to the keyword display balloons 510 and 610, and when there is no need to listen to it and when it is desired to monitor a plurality of operators at the same time, the supervisor can click on the seat frame of the seat map to display the contents of the call of the corresponding extension. It is possible to display as shown in FIG.

  Below, a sequence is demonstrated using FIG. 13B. In this realization method, since the seat frames 501 and 601 of the seat map display window are displayed on the supervisor PC terminal 113 (S10), the supervisor clicks on them. As a result, the supervisor PC terminal 113 requests the CTI server device 104 to add the extension number to the “call content display request” (A32), and the CTI server device 104 sends a request to the voice analysis control device 108 to “ An extension number is added to the “analysis stop request” and requested (A33). Upon receiving the “analysis stop request”, the voice analysis control device 108 requests the “keyword division stop request” from the voice analysis control device 108 to the voice recognition device 109 (A35), and searches the keyword of the extension divided recording file. Stop processing.

  In addition, when the CTI server device 104 simultaneously adds an extension number to the “call text conversion request” and requests the voice analysis control device 108 (A34), the voice analysis control device 108 sends the final recorded divided recording file from the call recording device 106. The file (the file with the largest number) is acquired by combining the transmission and reception (A36), and from the speech analysis control device 108 to the speech recognition device 109, the “call text conversion request” is sent and the “call text conversion request”. The voice recognition device 109 requests that the other channel is used for reception (A37), and the voice analysis control device 108 transmits the divided recording file to the voice recognition device 109 as RTP packets for transmission and reception separately. Text files are generated from the RTP packets for transmission and reception, respectively. Generation of these text files is performed simultaneously for transmission and reception separately.

  The generation timing of the text file is performed at sentence breaks (silent time set in advance), and the voice recognition device 109 notifies the voice analysis control device 108 by adding date / time and text information to “text conversion” ( A38, A41, A44, A49). Upon receiving this notification, the voice analysis control device 108 notifies the CTI server device 104 by adding extension information, transmission / reception identification information, date / time, and text to the “call text notification” (A39, A42, A45, A50). ) The CTI server device 104 notifies the supervisor PC terminal 113 by adding the extension number, transmission / reception identification information, date / time, and text information to the “call text notification” (A40, A43, A46, A51). The supervisor PC terminal 113 displays the text information and date / time information received by the “call text notification” on the call content display balloon 710 as the text of the balloon displaying the call contents (S11, S12, S13, S14). ) The supervisor can grasp the outline of the call contents of the customer and the operator by referring to the call contents display window 700, and trouble can be prevented.

  Call text conversion is continued when the voice analysis control device 108 periodically acquires a divided recording file from the call recording device 106 (A36, A47). The voice analysis control apparatus 108 performs periodic processing so as to obtain the sequential number order from the divided recording file of the latest number at the timing of the “call text conversion request” obtained first, thereby performing the follow-up reproduction. It is possible to realize a call text conversion process using the function.

  Next, with reference to FIG. 13C, a process for ending the call text conversion when the call is disconnected from the customer's call terminal 101 will be described.

  When a call in progress is disconnected from the public network (A65), the IP-PBX device 103 recognizes that the trunk to which the office line is connected has been disconnected, and the extension (operator's call terminal) 111) also executes the process of cutting. At this time, the IP-PBX device 103 notifies the CTI server device 104 by adding an external trunk number to the “disconnect notification” (A67), and at the same time, the IP-PBX device 103 extends the “disconnect notification” to the CTI server device 104. A number is assigned and notified (A66). When the extension number is notified to the “disconnect notification”, the CTI server apparatus 104 notifies the corresponding operator PC terminal 112 with the extension number added to the “disconnect notification” (A 69), whereby the operator PC terminal The telephone control unit 112 (not shown but analogized by the telephone control unit 402 of the supervisor PC terminal 113 in FIG. 4) displays that the call terminal 111 has become unused.

  Further, when the CTI server device 104 notifies the supervisor PC terminal 113 with the extension number and information indicating the unused state added to the “status notification” (A70), the seat of the supervisor PC terminal 113 is notified. The state of the seat frame display 502 in the figure display window changes, and the telephone state becomes unused (S16). Then, the call content display window 700 showing the details of the extension call is closed (S17).

  Since the mirroring of the RTP packet is also stopped at the same time when the call is disconnected (R01, R02), the creation of the divided recording file in the call recording device 106 ends. When the CTI server device 104 requests the speech analysis control device 108 by giving an extension number to the “call text conversion stop request” (A68), the speech analysis control device 108 stops the call text conversion processing (S18). .

  In the sequence diagrams of FIGS. 13A to 13C, the sequence in which the telephone state is added to the “status notification” from the CTI server device 104 to the supervisor PC terminal 113 has been described. Is also notified, and is not directly related to the keyword detection operation. Therefore, the “status notification” of the operator status is omitted.

  As described in the above embodiments, the call contents of a plurality of operators are analyzed in real time, and the keywords detected for each operator's seat are displayed in the seat map display window of the supervisor terminal by detecting the keywords registered in advance. By doing so, the supervisor can simultaneously monitor the calls of a plurality of operators.

  In addition, the supervisor selects and operates each of the plurality of operators who are likely to be troubled from the seat icons displayed in the seat map display window, and displays the current call contents of each corresponding operator as texts. By grasping the outline of the call contents at the stage, the supervisor can simultaneously monitor the calls of a plurality of operators.

  As described above, according to the call center system of the present embodiment, it becomes possible to notice a plurality of calls that appear to be troubles from the seat map screen of the supervisor terminal, thereby improving the immediacy of trouble handling and reducing delay in dealing with it. To do.

  In addition, it is possible to grasp the outline of the call and determine the presence or absence of trouble by displaying on the screen the contents of the call of multiple operators who are thought to be in trouble without listening or chasing playback. Can be monitored simultaneously.

  By the series of processes shown in the above embodiment, the supervisor can realize the process of simultaneously monitoring a plurality of operators in the call center system. It can be widely applied to evaluation, audit of illegal activities, etc.

DESCRIPTION OF SYMBOLS 101 ... Customer's call terminal 102 ... Public network 103 ... IP-PBX device 104 ... CTI server device 105 ... IVR device 106 ... Call recording device 107 ... Call recording management device 108 ... Voice analysis control device 109 ... Voice recognition device 111 ... Call Terminal (used by operators and supervisors)
DESCRIPTION OF SYMBOLS 112 ... Operator PC terminal 113 ... Supervisor PC terminal 114 ... Network 201 ... Voice recognition apparatus connection part 202 ... Voice data output process part 203 ... Voice data input process part 204 ... Voice analysis process part 205 ... CTI connection part (voice analysis) For control equipment)
301 ... CTI connection unit (for CTI server device)
302 ... CTI control unit 303 ... IVR control unit 304 ... ACD processing unit 305 ... terminal connection unit 306 ... DB access / information processing unit 308 ... storage unit 309 ... voice analysis control device connection unit 310 ... call recording management device connection unit 401 ... CTI server connection unit 402 ... telephone control unit 403 ... telephone operation display unit 404 ... CRM
405 ... Management tool processing unit 406 ... Seat diagram display unit 407 ... Monitor display unit 408 ... Group information / operator information display unit 500 ... Seat diagram (type A) display window 501 ... Seat frame 502 ... Seat state display 503 ... Tool tip display 510 ... Keyword display balloon 600 ... Seat map (type B) display window 601 ... Seat frame 602 ... Seat status display 610 ... Keyword display balloon 700 ... Call content display window 710 ... Call content display balloon

Claims (5)

A call center system in which an operator handles a call from a customer,
An exchange that exchanges incoming calls from the public network to the extension;
A call terminal arranged for each operator to call, and
A server device for receiving information about a call from the exchange;
A call recording device for recording call data transmitted from the exchange;
A voice recognition device that recognizes voice data;
A voice analysis control device that receives a call analysis instruction of a call related to the extension from the server device;
A supervisor terminal for displaying operator information to be displayed for a supervisor who monitors the operator;
With
Each device is connected by a network,
The exchange performs call control for outgoing / incoming calls, voice packet control, and control for transmitting / receiving information related to a call to the server device,
The voice analysis control device receives a call analysis instruction of a call related to the extension from the server device, acquires call data of the call related to the extension from the server device recorded from the call recording device, To the voice recognition device,
The speech recognition device recognizes speech data sent from the speech analysis control device as speech and converts it to text, and transmits text including a predetermined keyword to the speech analysis control device,
The speech analysis control device transmits, to the server device, text including a predetermined keyword received from the speech recognition device as a reply to the call analysis instruction of the call related to the extension from the server device. ,
The server device transmits a text including a predetermined keyword received to the supervisor terminal,
The supervisor terminal displays , for each operator, text including a predetermined keyword in association with an extension number in a window displaying operator information .
In the supervisor terminal, in a window displaying operator information, a display element that displays information related to a call for each extension in association with the extension number is a balloon that displays the operator text displayed on the seat map. A call center system characterized by being.
A call center system in which an operator handles a call from a customer,
An exchange that exchanges incoming calls from the public network to the extension;
A call terminal arranged for each operator to call, and
A server device for receiving information about a call from the exchange;
A call recording device for recording call data transmitted from the exchange;
A voice recognition device that recognizes voice data;
A voice analysis control device that receives a call analysis instruction of a call related to the extension from the server device;
A supervisor terminal for displaying operator information to be displayed for a supervisor who monitors the operator;
With
Each device is connected by a network,
The exchange performs call control for outgoing / incoming calls, voice packet control, and control for transmitting / receiving information related to a call to the server device,
The voice analysis control device receives a call analysis instruction of a call related to the extension from the server device, acquires call data of the call related to the extension from the server device recorded from the call recording device, To the voice recognition device,
The speech recognition device recognizes speech data sent from the speech analysis control device as speech and converts it to text, and transmits text including a predetermined keyword to the speech analysis control device,
The speech analysis control device transmits, to the server device, text including a predetermined keyword received from the speech recognition device as a reply to the call analysis instruction of the call related to the extension from the server device. ,
The server device transmits a text including a predetermined keyword received to the supervisor terminal,
The supervisor terminal displays , for each operator, text including a predetermined keyword in association with an extension number in a window displaying operator information .
The voice analysis control device receives a call text request for the call related to the extension from the server device, acquires call data for the call related to the extension from the server device recorded from the call recording device, Transmitted to the voice recognition device,
The voice recognition device recognizes the call data sent from the voice analysis control device as a voice and converts it into text, and transmits it to the voice analysis control device.
The speech analysis control device transmits the text received from the speech recognition device to the server device to the server device as a reply to the call analysis instruction of the call related to the extension from the server device,
The server device transmits the text received from the voice analysis control device to the supervisor terminal,
The supervisor terminal displays text for each operator in association with an extension number in a window that displays operator information.
The supervisor terminal has means for inputting a selection of a display element for displaying information on a call for each extension in association with the extension number in a window for displaying the operator information,
When a selection of a display element for displaying information about a call for each extension is input, the supervisor terminal makes a call content display request for the selected extension to the server device,
When the server device receives a call content display request for the selected extension from the supervisor terminal, the server device requests the voice analysis control device to make a call call text request for the extension from the server device. Send the text received from the voice analysis control device to the supervisor terminal,
The supervisor terminal displays, in a window displaying the operator information, text related to a call at least temporally after the call time of a display element that displays information related to the call for each extension in association with the extension number. A call center system characterized by The call recording device records the call data transmitted from the exchange as a divided file at predetermined intervals,
The call center system according to claim 1 or 2, wherein the voice analysis control device acquires call data of a call related to the extension as divided data from the server device recorded from the call recording device. . An exchange that performs call control for outgoing and incoming calls, voice packet control, and control for transmitting and receiving information related to a call to a server device, and exchanges calls received from the public line network to the extension line;
A call terminal arranged for each operator to call, and
A server device for receiving information about a call from the exchange;
A call recording device for recording call data transmitted from the exchange;
A voice recognition device that recognizes voice data;
A voice analysis control device that receives a call analysis instruction of a call related to the extension from the server device;
A supervisor terminal for displaying operator information to be displayed for a supervisor to monitor an operator, and a call monitoring method in a call center system connected by a network,
The voice analysis control device receives a call analysis instruction of a call related to the extension from the server device, acquires call data of the call related to the extension from the server device recorded from the call recording device, Transmitting to the speech recognition device;
The speech recognition device recognizes speech data sent from the speech analysis control device as speech and converts it into text, and transmits a text including a predetermined keyword to the speech analysis control device;
The speech analysis control device transmits, to the server device, text including a predetermined keyword received from the speech recognition device as a reply to the call analysis instruction of the call related to the extension from the server device. Steps,
The server device transmits a text including a predetermined keyword received to the supervisor terminal;
The supervisor terminal is a window displaying the information of the operator, in association with extension number, possess displaying a text for each operator that contains a predetermined keyword, and
In the supervisor terminal, in a window displaying operator information, a display element that displays information related to a call for each extension in association with the extension number is a balloon that displays the operator text displayed on the seat map. A call center monitoring method for a call center system. An exchange that performs call control for outgoing and incoming calls, voice packet control, and control for transmitting and receiving information related to a call to a server device, and exchanges calls received from the public line network to the extension line;
A call terminal arranged for each operator to call, and
A server device for receiving information about a call from the exchange;
A call recording device for recording call data transmitted from the exchange;
A voice recognition device that recognizes voice data;
A voice analysis control device that receives a call analysis instruction of a call related to the extension from the server device;
A supervisor terminal for displaying operator information to be displayed for a supervisor to monitor an operator, and a call monitoring method in a call center system connected by a network,
The voice analysis control device receives a call analysis instruction of a call related to the extension from the server device, acquires call data of the call related to the extension from the server device recorded from the call recording device, Transmitting to the speech recognition device;
The speech recognition device recognizes speech data sent from the speech analysis control device as speech and converts it into text, and transmits a text including a predetermined keyword to the speech analysis control device;
The speech analysis control device transmits, to the server device, text including a predetermined keyword received from the speech recognition device as a reply to the call analysis instruction of the call related to the extension from the server device. Steps,
The server device transmits a text including a predetermined keyword received to the supervisor terminal;
The supervisor terminal is a window displaying the information of the operator, in association with extension number, possess displaying a text for each operator that contains a predetermined keyword, and
The voice analysis control device receives a call text request for the call related to the extension from the server device, acquires call data for the call related to the extension from the server device recorded from the call recording device, Transmitted to the voice recognition device,
The voice recognition device recognizes the call data sent from the voice analysis control device as a voice and converts it into text, and transmits it to the voice analysis control device.
The speech analysis control device transmits the text received from the speech recognition device to the server device to the server device as a reply to the call analysis instruction of the call related to the extension from the server device,
The server device transmits the text received from the voice analysis control device to the supervisor terminal,
The supervisor terminal displays text for each operator in association with an extension number in a window that displays operator information.
The supervisor terminal has means for inputting a selection of a display element for displaying information on a call for each extension in association with the extension number in a window for displaying the operator information,
When a selection of a display element for displaying information about a call for each extension is input, the supervisor terminal makes a call content display request for the selected extension to the server device,
When the server device receives a call content display request for the selected extension from the supervisor terminal, the server device requests the voice analysis control device to make a call call text request for the extension from the server device. Send the text received from the voice analysis control device to the supervisor terminal,
The supervisor terminal displays, in a window displaying the operator information, text related to a call at least temporally after the call time of a display element that displays information related to the call for each extension in association with the extension number. A call center monitoring method for a call center system.

Images