JP6846257B2 - 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 call center, in a situation where a supervisor monitors a plurality of calls at the same time for the contents of a call between a customer and an operator, it is possible to appropriately deal with troubles and complaints from the customer. Concerning suitable call center systems and call monitoring methods.

In a call center or office, if a problem occurs or is about to occur in the content of a call between the customer and the operator, the operator issues an alert request to the supervisor (call center observer, business supervisor). , May ask for support.

In addition, the supervisor needs to evaluate the contents of the operator's call regardless of whether or not there is an alert request from the operator, prevent troubles, and take appropriate measures when troubles occur. As a technique for the supervisor to evaluate and respond to the call contents of the operator in this way, for example, Patent Document 1 is provided. The call center device of Patent Document 1 automatically confirms whether or not a specific word registered in advance is included in the call content after the operator call with the customer is completed, and if it is included, the recorded data (recorded data to the supervisor) (if it is included). The voice recording file) and the recording data identifier associated with the recording data are notified to the supervisor (FIG. 2, S105, paragraph number 0030).

Further, in Patent Document 2, when a predetermined keyword is included in the call, the content of the call is displayed as a balloon in the seat display window (FIG. 11), and the supervisor grasps the interaction between the operator and the customer in real time. , A call monitoring method for taking appropriate measures is disclosed.

Japanese Unexamined Patent Publication No. 2009-170953 Japanese Unexamined Patent Publication No. 2016-119634

According to the technique described in Patent Document 2, the supervisor can grasp the interaction between the operator and the customer in real time for a call containing a predetermined keyword (an NG word recognized as having a problem in the interaction with the customer). It is also possible to confirm the detailed contents of the call on another screen (FIG. 12).

However, according to the technique described in Patent Document 2, the means for the supervisor to monitor a plurality of calls at the same time is character recognition, and only a part of the interaction between the customer and the operator can be expressed. Supervisors need to follow the entire interaction with their customers from start to finish, which is time consuming. However, since the supervisor needs to assist the operator while the customer and the operator are talking, it is necessary to grasp the interaction in a short time. That is, in the technique described in Patent Document 2, the content of the call is converted into text, and when a keyword matching a predetermined keyword list is spoken, the text is displayed in a balloon on the seating chart, and the supervisor displays the presence or absence of utterance by the balloon display. Was aware of. The keyword list includes words that the operator should not speak and words that express the anger of the customer, including mild to severe words. When a balloon is displayed in multiple calls on the seating chart, the supervisor has a hard time deciding which call to deal with. If the supervisor makes a mistake in the order of response, the supervisor will not be able to support (three-way calls, whispers, chats, etc.) for highly important calls, and the quality of customer response will deteriorate.

An object of the present invention is a call center system and a call that can improve the efficiency of supervisor monitoring work and the quality of the operator's response to customers in an environment in which the contents of a call between a customer and an operator can be displayed as text in a call center. To provide a monitoring method.

The call center system according to the present invention is preferably a call center system that recognizes and displays voice data of a call made by a call terminal, and includes a call recording device that records a call and voice that recognizes voice data and converts it into text. It includes a recognition device, a recognition result management device for storing the recognition result of the voice recognition device, and an information processing device having a display means and a voice output means, and each device is connected by a network. Then, the call recording device transmits the voice data of the call to the voice recognition device, and the voice recognition device transmits the recognition result of the voice data to the recognition result management device. The recognition result management device holds a keyword information table that stores the points of each keyword for each category, detects the keyword from the recognition result of the voice data converted into text, and recognizes the call information and voice recognition of the call including the keyword. The recognition results are stored in association with each other, and the total points of each keyword in each category for each call are calculated. Next, the information processing device requests the recognition result management device to transmit the call information of the call including the keyword and the recognition result of voice recognition using the extension number as a key, and the recognition result management device corresponds to the extension number. The call information including the keywords, the total points of each keyword in each category for each call, and the recognition result of voice recognition are transmitted to the information processing device. Then, the information processing device displays the recognition result of the call including the keyword, the keyword of the call, and the information regarding the total points of each keyword in each category for each call on the display means.

According to the present invention, a call center system and a call that can improve the efficiency of supervisor monitoring work and the quality of the operator's response to customers in an environment in which the contents of a call between a customer and an operator can be displayed as text in a call center. A monitoring method can be provided.

It is an overall block diagram of the call center system which concerns on one Embodiment. It is a block diagram which shows the structure of the call recording apparatus. It is a block diagram which shows the structure of the voice recognition apparatus. It is a block diagram which shows the structure of the recognition result management apparatus. It is a block diagram which shows the structure of the PC terminal for a supervisor. It is a figure which shows an example of the operator management information table. It is a figure which shows an example of the IP extension information table. It is a figure which shows an example of a recording information table. It is a figure which shows an example of the recognition result table. It is a figure which shows an example of a keyword information table. It is a figure which shows an example of the keyword detection information table. It is a figure which shows an example of the point aggregation table. It is a figure which shows an example of a seat information table. It is a figure which shows an example of the operator state transaction. It is a figure which shows an example of the call status display icon setting table. It is a sequence diagram which shows a series of processing from the transmission of a call terminal from the outside to the display of a recognition result on a PC terminal. It is a figure explaining the aggregation of points in the call of a customer and an operator. It is a figure explaining the meaning of the display of a seat map display screen. It is a figure explaining an example of the display of the seat map display screen corresponding to an actual call. It is a figure explaining an example of the display of the operator list screen.

Hereinafter, an embodiment according to the present invention will be described with reference to FIGS. 1 to 20.

First, the outline of the configuration and processing of the call center system according to the embodiment will be described with reference to FIG.
As shown in FIG. 1, the call center system of the present embodiment is an IP-PBX (Internet Protocol-Private) connected from a call terminal 101 of a caller (caller) such as a customer via a public network 102. Branch eXchange, IP line compatible private branch exchange) The device 103 has a configuration in which it connects to the operator's call terminal 111 and makes a call via the network 114. The operator can operate the telephone terminal 111 from the operator's PC terminal 112, and when an incoming call from the caller is displayed on the operator's PC terminal 112, the operator operates the response from the PC terminal 112. The call terminal 111 performs a response operation, and the caller and the operator are in a call state.

The call center system has a supervisor who manages and supervises the operator, and the call terminal 111 and the supervisor PC terminal 113 monitor the situation and operate them when necessary. In the supervisor PC terminal 113, in addition to the telephone control unit of the PC terminal 112, a management tool for displaying call center operation information for the administrator is operating. Further, although not shown, the supervisor PC terminal 113 has a display for display such as an LCD.

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 voice recognition control via a network 114. The device 108, the voice recognition device 109, and the recognition result management device 110 are connected and configured.

The IP-PBX device 103 performs protocol conversion between the IP network and the public network 102, control of incoming / outgoing calls, and the like. The CTI server device 104 is a device that is the core of call control in the call center, manages the status of the call center, and transmits the call status information received from the IP-PBX device 103 to the operator PC terminal 112 and the supervisor PC terminal 113. It has functions such as sending. The IVR (Interactive Voice Response) device 105 is a device that performs voice processing such as a primary voice response such as guidance guidance in response to a call from a caller. The call recording device 106 is a device that creates recorded data by call recording processing. The call recording management device 107 is a device that manages the recorded data and the call information added to the recorded data, and designates the voice recognition device 109 that performs voice recognition on the call recording device. When the call recording management device 107 requests voice recognition, the voice recognition control device 108 selects from a plurality of voice recognition devices 109 in consideration of the usage status of the voice recognition device 109 and the load on the hardware. , A device that returns an identifier representing the voice recognition device 109 to the call recording management device 107. The voice recognition device 109 is equipped with a voice recognition engine and is a device that extracts a keyword from a call voice recorded in response to a request and converts it into a call text. The recognition result management device 110 is a device that manages the data recognized by the voice recognition device 109 and converted into text.

Next, the details of the configuration of each part of the call center system will be described with reference to FIGS. 2 to 5.

First, the configuration of the call recording device will be described with reference to FIG.
As shown in FIG. 2, the call recording device 106 includes a network I / F (InterFace) unit 1061, a recording unit 1062, a recognition voice control unit 1063, a terminal I / F unit 1064, and a storage unit 1065. The network I / F (InterFace) unit 1061 is a component unit that controls an interface with an IP network and receives RTP packets. The recording unit 1062 is a component unit that records a call by using an RTP packet. The recognition voice control unit 1063 is a configuration unit that transmits the recorded voice data to the voice recognition device. The terminal I / F unit 1064 is a configuration unit that controls an interface with the operator PC terminal 112 and the supervisor PC terminal 113. The storage unit 1065 is a component unit that stores tables and data. The IP extension information table 1066, the recording information table 1067, and the voice data file 1068 are stored in the storage unit 1065 of the call recording device 106. The details of each table will be described later.

Next, the configuration of the voice recognition device 109 will be described with reference to FIG.
As shown in FIG. 3, the voice recognition device 109 includes a recognition voice receiving unit 1091, a recognition engine 1092, a recognition result management device I / F unit 1093, and a storage unit 1094. The recognition voice receiving unit 1091 is a component that receives voice data from the call recording device 106. The recognition engine 1092 is a component unit that recognizes voice data and converts it into text. The recognition result management device I / F unit 1093 is a component unit that controls an interface with the recognition result management device 110. The storage unit 1094 is a component unit that stores tables and data. The recognition result table 1095 is stored in the storage unit 1094 of the voice recognition device 109. The details of the table will be described later.

Next, the configuration of the recognition result management device 110 will be described with reference to FIG.

As shown in FIG. 4, the recognition result management device 110 includes a keyword detection unit 1101, a point calculation unit 1102, a voice recognition device I / F unit 1103, a terminal I / F unit 1104, and a storage unit 1105. The keyword detection unit 1101 is a configuration unit that detects a predetermined keyword in the recognition result text received from the voice recognition device 109. The point calculation unit 1102 is a component unit that totals points for each utterance for a keyword. The voice recognition device I / F unit 1103 is a component that controls an interface with the voice recognition device 109. The terminal I / F unit 1104 is a configuration unit that controls an interface with the operator PC terminal 112 and the supervisor PC terminal 113. The storage unit 1105 is a component unit that stores tables and data. The storage unit 1105 of the recognition result management device 110 stores a keyword information table 1106, a recognition result table 1107, a keyword detection information table 1108, and a point aggregation table 1109. The details of the table will be described later.

Next, the configuration of the supervisor PC terminal 113 will be described with reference to FIG.
As shown in FIG. 5, the supervisor PC terminal 113 includes a telephone control unit 1131, a management tool processing unit 1132, a CTI server I / F unit 1134, a recognition result management device I / F unit 1135, and a storage unit 1136. The telephone control unit 1131 is a configuration unit that controls the telephone terminal 111 connected from the PC terminal 113. The management tool processing unit 1132 is a configuration unit that processes a management tool (utility program) installed in the PC terminal. The management tool processing unit 1132 includes a seat map display unit 11321, a monitor display unit 11322, and a group information / operator information display unit 11323 as sub-components. The seat map display unit 11321 of the management tool processing unit 1132 is realized as a module of the management tool processing unit 1132, and receives call status information from the telephone control unit 1131 on the display device of the terminal and displays the seat map. It is a department.

The monitor display unit 11322 is a configuration unit that displays real-time statistical information such as the number of incoming calls, the number of responses, and the number of outgoing calls. As will be described later, the seat map display unit 11321 has a function of displaying a seat map to indicate the state of the operator and a function of performing a telephone operation for making, transferring, and listening. The group information / operator information display unit 11323 is a configuration unit that displays workgroup information and operator information. The CTI server I / F unit 1134 is a component that controls an interface with the CTI server device 104. The recognition result management device I / F unit 1135 is a component unit that controls an interface with the recognition result management device 110. The storage unit 1136 is a component unit that stores tables and data. The seat information table 1137, the operator status transaction 1138, and the call status display icon setting table 1139 are stored in the storage unit 1136 of the PC terminal 113. The details of each data and table will be described later.

Next, the data structure used in the call center system will be described with reference to FIGS. 6 to 14.
As shown in FIG. 6, the operator management information table 1041 is a table that holds operator setting information. Although not shown, the operator management information table 1041 is stored in a storage unit of the CTI server device 104, and is a supervisor when necessary. It is accessed from the management tool of the PC terminal 113. As shown in FIG. 6, the operator setting information table 1041 has fields of extension number 1041a, operator ID 1041b, name 1041c, login destination 1041d, and workgroup 1041e. The extension number 1041a field stores the extension number assigned to this operator. In this embodiment, one extension number is assigned to one operator and one seat, and there is no duplication. The identifier assigned to the operator is stored in the field of the operator ID 1041b. The name of this operator is stored in the field with the name 1041c. In the field of login destination 1041d, a generic name of a collection of workgroups when this operator logs in is stored. The workgroup to which this operator belongs is stored in the field of the workgroup 1041e.

As shown in FIG. 7, the IP extension information table 1066 is a table showing the correspondence between the extension number and the IP address correspondence table, and is held in the call recording device 106. The IP extension information table 1066 means that the extension number of the field of the extension number 1066a has the IP address of the field of the IP address correspondence table 1066b.

The recording information table 1067 is a table for holding information related to the recording of the call, and is held in the call recording device 106. As shown in FIG. 8, the recording information table 1067 has fields for the call recording device ID 1067a, the recording ID 1067b, the recording start time 1067c, the IP address 1067d, and the voice data file 1067e. The call recording device ID 1067a stores an ID for identifying the call recording device 106. The recording ID 1067b stores an ID for identifying a call recording entry. The start time of call recording is stored in the recording start time 1067c. The IP address 1067d stores the IP address of the call terminal 111 related to the call. The audio data file 1067e stores the file name (path name on the file system) of the audio file.

The recognition result table 1095 is a table for holding information about the voice recognition result, is held in the voice recognition device 109, is copied to the recognition result management device 110, and is held as the recognition result table 1107. As shown in FIG. 9, the recognition result table 1095 has fields of call recording device ID 1095a, recording ID 1095b, extension number 1095c, call ID 1095d, utterance ID 1095e, utterance date and time 1095f, and recognition result text 1095g. The call recording device ID 1095a stores an ID for identifying the call recording device 106. The recording ID 1095b stores an ID for identifying a call recording entry. The extension number 1095c stores the extension number at the center of the calling terminal 111. The call ID 1095d stores an ID for identifying the call. The utterance ID 1095e stores an ID for identifying the utterance. Here, the utterance is a unit that divides the call, and the voice recognition device 109 handles it as a unit for voice recognition, and saves each utterance as a recognition result in a file. The utterance date and time 1095f stores the time when the utterance started. In the recognition result text 1095 g, the text file name when the utterance is converted into text is stored.

The keyword information table 1107 is a table for the supervisor to store information related to a keyword for which a keyword of interest is preset in order to monitor a call between the operator and the customer, and is held in the recognition result management device 110. As shown in FIG. 10, the keyword information table 1107 has fields for the keyword character string 1107a, the category 1107b, and the point 1107c. The keyword character string 1107a stores the character string of the keyword. Category 1107b stores a classification for analyzing the contents of the call. The point 1107c indicates the importance of the keyword in the call, and as will be described later, the PC terminal 113 displays the call in which the keyword having a high point appears so that the supervisor can easily pay attention to it. For example, in the example shown in FIG. 10, the keyword character string 1107a "cannot" has the category 1107b "operator rejected", the point 1107c is 3, and the keyword character string 1107a "not foolish" has the category 1107b. It is "customer anger" and indicates that the point 1107c is 10. In this way, when the operator is unable to respond normally or when the customer's emotions become intense, by focusing on the keywords that are issued and raising the points, the supervisor is focused on the calls that should be monitored. It can be made easier.

The keyword detection information table 1108 is a table for holding the information detected by the keyword for each call, and is held in the recognition result management device 110. As shown in FIG. 11, the keyword detection information table 1108 has fields of recording ID 1108a, call ID 1108b, utterance ID 1108c, category 1108d, keyword character string 1108e, and number of occurrences 1108f. The recording ID 1108a stores an ID for identifying a call recording entry. The call ID 1108b stores an ID for identifying a call. The utterance ID 1108c stores an ID for identifying the utterance. The detected keyword category and character string are stored in the category 1108d and the keyword character string 1108e, respectively. In the number of appearances 1108f, the total value of the number of appearances in the call of the keyword character string is stored.

The point aggregation table 1109 is a table for storing the aggregation of points for each utterance, and is held in the recognition result management device 110. As shown in FIG. 12, the point aggregation table 1109 has fields for utterance ID 1109a, category 1109b, and total points 1109c. The utterance ID 1109a stores the utterance ID, which is an identifier for each utterance. In the category 1109b, the categories shown for each keyword in the keyword information table of FIG. 10 are stored. In the total points 1109c, the total points of the keywords belonging to the category 1109b are stored for each utterance ID 1109a.

The seat information table 1137 is a table for associating data with display elements in order to create a seat map, so that the seat map display unit 11321 of the management tool processing unit 1132 can access the inside of the supervisor PC terminal 113. Be retained. As shown in FIG. 13, the seat information table 1137a has fields of extension number 1137a, seat ID 1137b, x-coordinate 1137c, and y-coordinate 1137d. The extension number 1137a is a key extension number for displaying a seat. The seat ID 1137b is an identifier of a display element displayed as a seat. The x-coordinate 1137c and the y-coordinate 1137d represent the coordinates of the display element displayed as a seat.

The operator state transaction 1138 is a data structure for transmitting the current operator state from the CTI server device 104 to the supervisor PC terminal 113, and the CTI server device 104 is a supervisor PC terminal at regular intervals. It is transmitted to 113, and when necessary, the management tool of the PC terminal 113 for the supervisor displays the contents of the seat map display screen (described later) based on this.

As shown in FIG. 14, the operator state transaction 1138 has fields of extension number 1138a, telephone state 1138b, operator state 1138c, call start time 1138d, cumulative call time 1138e, hold time 1138f, and supervisor call request 1138g. The extension number 1138a stores the extension number related to this entry, and the management tool of the supervisor PC terminal 113 links each table using this extension number as a key. The telephone status 1138b stores the status of the calling terminal assigned to this extension number, and is, for example, a value such as "waiting for incoming call", "incoming call", "calling", "in a call", or "pending". Can be taken. The operator state 1138c stores the state of the operator assigned to this extension number, and can take values such as "log out", "leaving a seat", and "after work". In the call start time 1138d, the time when the call is started by the call terminal 111 is stored in the format of year, month, day, hour, minute, and second. The cumulative call time 1138e stores the cumulative time from the start of the call to the present in seconds. The hold time 1138f stores the cumulative time from the start of hold to the release of hold on the call terminal 111 in seconds. The supervisor call request 1138g stores a flag indicating whether or not the operator of the extension number has operated the supervisor call request to request assistance.

The call status display icon setting table 1139 is a definition table for setting what kind of icon is displayed on the seat display screen according to the point of the keyword of the call status. As shown in FIG. 15, the call status display icon setting table 1139 has fields of category 1139a, total points 1139b, and display icon 1139c.

The category of each keyword is stored in the category 1139a. The total points 1139b stores the range of total points of the displayed call. The display icon stores the icon (actually, the file name of the image of the icon) that is displayed when the displayed call is within the range stored in the total point 1139b. As shown in FIG. 15, when the total points are different even in the same category, if the icons are changed and displayed, the supervisor can easily focus on the calls having higher urgency and importance. Also, icons belonging to the same category may use the same pattern, and when the points are different, they may be distinguished by different colors.

Next, the details of the processing of the call center system will be described with reference to FIGS. 16 and 17.

First, a series of processes from the transmission of an external telephone terminal to the display of the recognition result on the PC terminal will be described with reference to FIG.
First, it is assumed that a call is made from a customer's call terminal 101 (A01), exchange processing is performed by the IP-PBX device 103, and a call is made to a call center operator's call terminal 111 (A02).

An RTP packet is transmitted from the IP-PBX device 103 to the call terminal 111, and the IP-PBX device 103 transfers the copied RTP packet to the call recording device 106 at the same time (A03).

The call recording device 106 reports that the call has been started to the call recording management device 107 (A04) using the extension number as a parameter, and starts split recording based on the RTP packet (S04a, S04b, ... ), Refer to the IP extension information table 1060 shown in FIG. 7, and write necessary information in the recording information table 1067 shown in FIG.

The call recording management device 107 refers to the call recognition information table (not shown) using the received extension number as a key, and determines whether or not to perform voice recognition for the call received by the extension number (S02). ). It is assumed that the call recognition information table includes information on whether or not to perform voice recognition in real time for the call received by the extension number for each extension number. When the call recording management device 107 determines that the call should perform real-time voice recognition, the call recording management device 107 inquires of the voice recognition control device 108 for the voice recognition device 109 that performs voice recognition (A05). The voice recognition control device 108 manages the usage state and load of the plurality of voice recognition devices 109, and the voice recognition control device 108 determines the voice recognition device 109 most suitable to be used at the present stage (S03). ), The ID of the voice recognition device 109 is used as the recognition device ID, and the call recording management device 107 is returned (A06). Then, the call recording management device 107 transfers the recognition device ID to the call recording device 106 (A07).

The call recording device 106 receives the recognition device ID and transfers the voice data to be voice-recognized to the voice recognition device 109 corresponding to the recognition ID (A08). Here, the recognition device ID may be the IP address of the voice recognition device 109, or the call recording device 106 may have a mechanism for accessing the voice recognition device 109 corresponding to the recognition device ID.

The voice recognition device 109 performs voice recognition on the voice data transmitted from the call recording device 106 (S04). Here, in addition to the voice data, the call recording device 106 transmits the call recording device ID, the recording ID, the recording start date and time, and the extension number as parameters. Then, the voice recognition device 109 writes the voice recognition result in the recognition result table 1095 shown in FIG. Next, the voice recognition device 109 transfers the information written in the recognition result table 1095 to the recognition result management device 110 (A09).

The recognition result management device 110 refers to the keyword information table 1107 shown in FIG. 10, detects the keyword (S05), and writes information about the keyword in the keyword detection information table 1108. Further, the recognition result management device 110 refers to the keyword detection information table 1108, obtains the total points in each category for each call (see S06 and FIG. 17), and writes the points in the point totaling table 1109 shown in FIG.

Then, the supervisor PC terminal 113 requests the recognition result management device 110 to transmit the recording information and the recognition result by parameterizing the extension number (A10). In response to this, the recognition result is transmitted to the supervisor PC terminal 113 (A11). Here, at least the recording ID, the date and time of the utterance, the text of the recognition result associated with the keyword, and the points for each category for each utterance are transmitted from the recognition result management device 110.

The supervisor PC terminal 113 displays the recognition result including the keyword on the screen (S07). The user interface of the supervisor PC terminal 113 will be described in detail later.

Next, the user interface in the supervisor PC terminal will be described with reference to FIGS. 18 to 20.

During the operation of the call center, the supervisor PC terminal 113 displays a seat map on the display, for example, as shown in FIG. 18, in order to monitor the operator's situation.

On the seat map display screen 500, a seat frame 501 showing a seat layout, a seat status 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 each frame displays the operating status of the call terminal 111 and the PC terminal 112, and the status of the operator thereof. To. In the actual seat map display screen 500, the seat status display 502 is displayed for all the grids of the seat frames 501, but in FIG. 18, only one is illustrated because it is complicated.

The details of the seat status display 502 include the operator name and operator status color (logout, waiting for incoming call, ACD call, after-work, management call, single call, ACD non-answer, unacceptable, other work, leaving seat, leaving seat. (Break), leave (meal), etc. operator status is displayed in different colors), operator extension number, operator call terminal 111 phone status color (unused, ready to make a call, waiting for an incoming call, receiving a call) , Calling, calling, pending, 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 withdraws the request or the call is disconnected. The operation of the supervisor call request is when a specific key is pressed or when the corresponding button (not shown) on the screen is clicked. The supervisor monitors this supervisor call request mark, and assists the operator by means such as listening to the corresponding call to deal with the trouble.

There is also a warning icon display, and when a pre-registered threshold value, for example, the hold time exceeds the threshold value and is held for a long time, the warning icon is displayed. The supervisor monitors the operator operation and guides the operator even when the warning icon is referred to.

Further, the tooltip display 503 is displayed on one seat frame, for example, when the mouse pointer is moved. The displayed contents are, for example, an extension number, an operator name and login ID, a login destination work group name, a work group name being processed while a call is being handled, an operator status and status elapsed time, and a telephone status and status elapsed time. It is possible to display detailed information that cannot be displayed within the frame of the seat map.

The data displayed on the seat status display 502 and the tooltip display 503 is shown in FIG. 6 in which the seat display unit 11321 of the management tool processing unit 1132 of the supervisor PC terminal 113 is held in the CTI server device 104. It is created by accessing the operator state transaction 1138 shown in FIG. 14 transmitted from the operator management information table 1014 and the CTI server device 104, and matching the seat information table 1137 shown in FIG. 13 with the extension number as a key. To.

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 character string of the keyword information table 1107 shown in FIG. 10 is included in the call on the call terminal 111 of the seat. ..

The keyword display balloon 510a contained "I can't" at 14:43:10 and "Sorry" at 14:43:40 in the conversation content that the operator of extension 1005 sent to the customer. It is displaying that. The keyword display balloon 510b indicates that "cannot be done" was included at 14:45:20 in the conversation content sent to the customer by the operator of extension 1002.

By displaying the date and time information in the keyword display balloon, it is possible to use as a time guide as to when the trouble has occurred, and when the recorded data is played back, it is possible to play back the corresponding keyword from around the time when it was spoken. There is.

In addition to the display described above, the seat map display screen 500 of the present embodiment displays an icon 511 for each category in the current call on the seat, as shown in FIG. The point display 512 displayed in the vicinity of the icon 511 is in the form of (cc / oo), where cc is the total points in the customer category and oo is the total points in the operator category.

By confirming the icon and point display shown on the seat map in this way, the supervisor can immediately confirm the content of the call and the importance of monitoring, and can determine the necessity and priority of operator support. Become. By using not only icons but also pop-up messages and blinking displays as notification means, it is possible to classify the importance of monitoring into levels with higher visibility.

Further, in a general call center, the operator status is displayed not only on the seat map but also on the operator list screen. As shown in FIG. 20, by displaying the importance of categories and monitoring on the operator list screen, it is possible to sort by category or in order of importance, and the work efficiency of the supervisor is improved.

In addition, by digitizing the contents of the call, it can be applied to aggregated information indicating the operating status of the call center.

As described above, according to the call center system of the present embodiment, while the supervisor monitors a plurality of calls, the category and priority level of the call contents can be easily determined, and the supervisor can efficiently support the operator. ..

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 recognition control device 109 ... Voice recognition device 110 ... Recognition Result management device 111 ... Call terminal (used by operator and supervisor)
112 ... PC terminal for operator 113 ... PC terminal for supervisor 114 ... Network 500 ... Seat map display screen 511 ... Icon 512 ... Point display

Claims (10)

A call center system that recognizes and displays voice data of calls made by call terminals.
A call recording device that records calls and
A voice recognition device that recognizes the voice data and converts it into text,
A recognition result management device that stores the recognition result of the voice recognition device, and
An information processing device having a display means and an audio output means is provided.
Each device is connected by a network
The call recording device transmits the voice data of the call to the voice recognition device.
The voice recognition device transmits the recognition result of the voice data to the recognition result management device.
The recognition result management device holds a keyword information table that stores the points of each keyword for each category, detects the keyword from the recognition result of the voice data converted into text, and obtains the call information of the call including the keyword. The recognition result of the voice recognition is stored in association with each other, and the total points of each keyword in each category for each call are calculated.
Using the extension number as a key, the information processing device requests the recognition result management device to transmit the call information of the call including the keyword and the recognition result of the voice recognition.
The recognition result management device transmits the call information including the keyword corresponding to the extension number, the total points of each keyword in each category for each call, and the recognition result of the voice recognition to the information processing device. And
The information processing device is characterized in that the information processing device displays information on the recognition result of a call including the keyword, the keyword of the call, and the total points of each keyword in each category for each call on the display means. system. The call center system according to claim 1, wherein the information regarding the total points of each keyword in each category for each call is displayed by an icon defined for each range of total points. The call center system according to claim 1, wherein the category includes a category related to an operator and a category related to a customer. The information processing device holds information about the operator's seat and the operator's call, and the display of the information about the total points of each keyword in each category for each call is displayed in association with each operator's seat. The call center system according to claim 1. The call center system according to claim 1, wherein the information processing device displays information on the total points of each keyword in each category for each call for each operator. It is a call monitoring method of a call center system that recognizes and displays voice data of a call made by a call terminal.
The call center system
A call recording device that records calls and
A voice recognition device that recognizes the voice data and converts it into text,
A recognition result management device that stores the recognition result of the voice recognition device, and
An information processing device having a display means and an audio output means is provided.
Each device is connected by a network
The call recording device includes a step of transmitting voice data of a call to the voice recognition device.
The voice recognition device includes a step of transmitting the recognition result of the voice data to the recognition result management device.
The recognition result management device holds a keyword information table that stores the points of each keyword for each category, detects the keyword from the recognition result of the voice data converted into text, and obtains the call information of the call including the keyword. A step of associating and storing the recognition result of the voice recognition and
The recognition result management device includes a step of calculating the total points of each keyword in each category for each call, and a step of calculating the total points.
The information processing device uses the extension number as a key to request the recognition result management device to transmit the call information of the call including the keyword and the recognition result of the voice recognition.
The recognition result management device transmits the call information including the keyword corresponding to the extension number, the total points of each keyword in each category for each call, and the recognition result of the voice recognition to the information processing device. Steps to do and
The information processing device has a step of displaying the recognition result of a call including the keyword, the keyword of the call, and information on the total points of each keyword in each category for each call on the display means. Characteristic call monitoring method. The call monitoring method according to claim 6, wherein the information regarding the total points of each keyword in each category for each call is displayed by an icon defined for each range of total points. The call monitoring method according to claim 6, wherein the category includes a category related to an operator and a category related to a customer. The information processing device holds information about the operator's seat and the operator's call, and displays the total points of each keyword in each category for each call in association with each operator's seat. The call monitoring method according to claim 6. The call monitoring method according to claim 6, wherein the information processing device displays information on the total points of each keyword in each category for each call for each operator.

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