JP6955164B2 - Counseling support device, counseling support system, counseling support program and counseling support method - Google Patents

Description

The present invention relates to a counseling support device, a counseling support system, a counseling support program, and a counseling support method.

People are exposed to various stresses in their daily lives. Stress can cause mental illness. Therefore, various efforts are being made to prevent human mental illness. For example, in an organization such as a company to which a worker belongs, counseling by an industrial physician, mental health education for managers, and stress check of the worker can be mentioned.

In addition, a system that supports home counselors using information processing technology has been proposed. In the proposed system, the supervisor who manages the advisor has specialized knowledge and know-how for the video and audio of the consultation service provided by the counselor (advisor) at home using a computer that can send and receive video and audio. Use to check remotely at the same time. Then, when the advisor becomes difficult to respond, the supervisor responds to the consultation service on behalf of the advisor to provide a higher level of consultation service and to relieve the dissatisfaction of the consultant and the stress of the advisor.

Japanese Unexamined Patent Publication No. 2006-350758

As described above, it is conceivable to have the supervisor check the video / audio of the counseling between the counselor and the counselor at the same time. However, one supervisor may supervise multiple counselors in parallel. For example, when a supervisor supervises a plurality of counseling in parallel, it is difficult to check the video / audio of one counseling while checking the video / audio of another counseling. Also, the supervisor's schedule cannot always be aligned with the counseling schedule, and the supervisor may not always be present at the counseling. For this reason, there is a problem that the counselor cannot be supervised by the supervisor and the quality of the counseling service may deteriorate.

In one aspect, the present invention aims to improve the quality of counseling services.

In one aspect, a counseling support device is provided. The counseling support device has a storage unit and a processing unit. The storage unit stores the first identification information indicating the counselor performing the counseling and the second identification information indicating the supervisor supervising the counselor. When the processing unit receives the incident notification from the first terminal device used by the client receiving counseling, the processing unit transmits the third identification information indicating the incident to the first terminal device, and the first, second, and second terminals. When the management information associated with the third identification information is stored in the storage unit and a message related to the third identification information is received from the first terminal device, the third identification information associated with the third identification information is associated with the management information. A message is transmitted to the second terminal device corresponding to the identification information 1 and the third terminal device corresponding to the second identification information.

On one side, the quality of counseling services can be improved.

It is a figure which shows the counseling support apparatus of 1st Embodiment. It is a figure which shows the example of the counseling support system of the 2nd Embodiment. It is a figure which shows the hardware example of a server. It is a figure which shows the functional example of a server. It is a figure which shows the example of the incident table. It is a figure which shows the example of the incident charge management table. It is a figure which shows the example of a message management table. It is a figure which shows the example of the counselor management table. It is a figure which shows the example of the incident response management table. It is a figure which shows the example of the counselor screen. It is a figure which shows the example of the supervisor screen. It is a figure which shows the example of the user screen. It is a figure which shows the example of the incident response screen. It is a flowchart which shows the example of the counselor registration. It is a flowchart which shows the example of supervisor registration. It is a flowchart which shows the example of user registration. It is a flowchart which shows the example of incident processing. It is a figure which shows the example of the processing flow by a counseling support system. It is a figure which shows the example of sending a message.

Hereinafter, the present embodiment will be described with reference to the drawings.
[First Embodiment]
FIG. 1 is a diagram showing a counseling support device according to the first embodiment. The counseling support device 1 supports the provision of the counseling service used by the client U1. The counseling is performed by the counselor U2 and the supervisor U3 who have specialized knowledge in order to reduce the psychological burden such as the troubles that the client U1 has, for example. The counselor U2 is a counselor who provides consultation to the client U1. Supervisor U3 is the supervisor who oversees counselor U2. There can be multiple clients, counselors, and supervisors each. A supervisor may oversee multiple counselors.

The client U1 uses the terminal device 2. The counselor U2 uses the terminal device 3. Supervisor U3 uses the terminal device 4. Each of the terminal devices 2, 3 and 4 has an arithmetic unit, a main storage device and an auxiliary storage device. The counseling support device 1 and the terminal devices 2, 3 and 4 are connected via the network 5. Counseling is performed by sending and receiving a message between the terminal device 2 and the terminal devices 3 and 4. The message is, for example, text data indicating a character string.

The counseling support device 1 has a storage unit 1a and a processing unit 1b. The storage unit 1a may be a volatile storage device such as a RAM (Random Access Memory) or a non-volatile storage device such as an HDD (Hard Disk Drive) or a flash memory. The processing unit 1b may include a CPU (Central Processing Unit), a DSP (Digital Signal Processor), an ASIC (Application Specific Integrated Circuit), an FPGA (Field Programmable Gate Array), and the like. The processing unit 1b may be a processor that executes a program. The term "processor" as used herein may include a set of a plurality of processors (multiprocessor).

The storage unit 1a stores the first identification information indicating the counselor performing the counseling and the second identification information indicating the supervisor supervising the counselor. The storage unit 1a can store a plurality of first identification information of the plurality of counselors. The storage unit 1a may store a plurality of second identification information of the plurality of supervisors. The first identification information can also be called a counselor ID (IDentifier). The second identification information can also be called a supervisor ID.

For example, it may be predetermined that the supervisor U3 supervises the counselor U2. In this case, the storage unit 1a may store the counselor ID of the counselor U2 and the supervisor ID of the supervisor U3 in advance in association with each other. For example, the counselor ID of the counselor U2 is "C0001". The supervisor ID of the supervisor U3 is "S0001".

The processing unit 1b receives an incident notification (incident notification) from the first terminal device used by the client receiving counseling. For example, the processing unit 1b receives the incident notification M1 from the terminal device 2 used by the client U1. When an event (incident) to receive counseling occurs, the client U1 operates the terminal device 2 to input the occurrence of the incident. Then, the terminal device 2 transmits the incident notification M1 to the counseling support device 1. The incident notification M1 may include information indicating a new occurrence of an incident, a client ID of the client U1, and the like.

When the processing unit 1b receives the incident notification M1 transmitted by the terminal device 2, it transmits the third identification information (incident ID) indicating the incident to the first terminal device. For example, the processing unit 1b issues an incident ID “I0001” indicating the incident in response to the notification of the incident. The processing unit 1b transmits the incident ID notification M2 including the incident ID “I0001” to the terminal device 2. The terminal device 2 receives the incident ID notification M2. The terminal device 2 acquires and stores the incident ID “I0001” for the incident notified by the incident notification M1 based on the incident ID notification M2.

The processing unit 1b stores the management information 6 that associates the first, second, and third identification information in the storage unit 1a. For example, the management information 6 includes an incident ID “I0001” (an example of a third identification information), a counselor ID “C0001” (an example of a first identification information), and a supervisor ID “S0001” (an example of the second identification information). Information that associates with (an example). The management information 6 indicates that the counselor U2 of the counselor ID “C0001” and the supervisor U3 of the supervisor ID “S0001” are assigned as the person in charge of the incident of the incident ID “I0001”.

For example, in the storage unit 1a, when the counselor ID “C0001” and the supervisor ID “S0001” are associated in advance, the processing unit 1b sets the counselor ID and the supervisor ID to the incident ID by an arbitrary method. Can be selected.

In one example, the storage unit 1a may store the identification information (client ID) of the client U1 in advance by associating a pair of the counselor ID “C0001” and the supervisor ID “S0001” with each other. In this case, the processing unit 1b receives the client ID of the client U1 together with the incident notification. Then, the processing unit 1b associates the counselor ID “C0001” corresponding to the client ID and the supervisor ID “S0001” with the newly issued incident ID “I0001”.

In another example, the client ID and the pair of counselor ID and supervisor ID may not be associated in advance. In this case, for example, the processing unit 1b may assign a set including a counselor or a supervisor who is currently in charge of the minimum number of incidents to a new incident.

In yet another example, the counselor ID and supervisor ID may not be associated in advance. In this case, the processing unit 1b may select one of the plurality of counselor IDs stored in the storage unit 1a in order. Further, the processing unit 1b may select one in order from the plurality of supervisor IDs stored in the storage unit 1a and associate it with the incident ID. Alternatively, the processing unit 1b may assign a counselor or supervisor with the smallest number of incidents currently in charge to a new incident.

When the processing unit 1b receives a message related to the third identification information (incident ID) from the first terminal device, the processing unit 1b stores the message in the storage unit 1a. For example, the client U1 operates the terminal device 2 and inputs a text indicating the consultation content corresponding to the incident ID “I0001” to the terminal device 2. The input of the text by the client U1 may be performed before the incident notification M1 is transmitted by the terminal device 2, or may be performed after the incident ID notification M2 is received by the terminal device 2. The terminal device 2 generates a message M3 including the text and the incident ID “I0001” and transmits the message M3 to the counseling support device 1. When the processing unit 1b receives the message M3 from the terminal device 2, the processing unit 1b stores the message M3 in the storage unit 1a. The terminal device 2 may transmit the message M3 together with the incident notification M1 to the counseling support device 1.

Based on the management information 6 stored in the storage unit 1a, the processing unit 1b uses the second terminal device corresponding to the first identification information associated with the third identification information and the second identification information. A message (or a copy of the message) stored in the storage unit 1a is transmitted to the corresponding third terminal device. In order to transmit the message, for example, the storage unit 1a has a correspondence relationship between the first identification information and the address of the second terminal device, and the second identification information and the third terminal device. The correspondence with the address may be stored in advance. Alternatively, the processing unit 1b may specify the terminal device that has received the login by the first identification information as the second terminal device. Further, the processing unit 1b may specify the terminal device that has received the login by the second identification information as the third terminal device.

For example, the processing unit 1b identifies the counselor ID “C0001” and the supervisor ID “S0001” associated with the incident ID “I0001” included in the message M3 based on the management information 6.

The processing unit 1b transmits a message M3a, which is a duplicate of the message M3, to the terminal device 3 corresponding to the counselor ID “C0001” (it may be said that the message M3 is transmitted to the terminal device 3). Then, the counselor U2 can confirm the content of the message M3a (that is, the content of the message M3) by using the terminal device 3.

Further, the processing unit 1b transmits a message M3b, which is a duplicate of the message M3, to the terminal device 4 corresponding to the supervisor ID “S0001” (it may be said that the message M3 is transmitted to the terminal device 4). Then, the supervisor U3 can confirm the content of the message M3b (that is, the content of the message M3) by using the terminal device 4.

As a result, not only the counselor U2 but also the supervisor U3 can confirm the consultation content input by the client U1. The processing unit 1b appropriately manages the counselor U2 and the supervisor U3 in charge of each incident based on the management information 6, and appropriately transmits the messages M3a and M3b to the terminal device 3 of the counselor U2 and the terminal device 4 of the supervisor U3. can.

Here, for example, as a method of supervision by the supervisor, it is conceivable that the supervisor simultaneously checks the video and audio of the counseling by the counselor. However, when a supervisor supervises multiple counseling in parallel, it is difficult to check the video / audio of one counseling while checking the video / audio of another counseling. On the other hand, according to the counseling support device 1, the supervisor U3 can confirm the consultation content by viewing the content of the message M3b transmitted to the terminal device 4. Therefore, for example, even when the supervisor U3 supervises the counseling by a plurality of counselors at the same time, the message from each client in charge of each counselor can be appropriately confirmed.

Further, the client U1, the counselor U2 and the supervisor U3 do not have to gather at the same place, and may not be present at the same time in front of the terminal devices 2, 3 and 4. Therefore, it is possible to easily secure an opportunity for the counselor U2 to receive guidance from the supervisor U3 with respect to the content of the message M3.

In this way, according to the counseling support device 1, the quality of counseling for the client U1 can be improved.
The processing unit 1b may transmit the message M3a to the terminal device 3 in response to the instruction input to the terminal device 3 by the counselor U2. Alternatively, the processing unit 1b may transmit the message M3b to the terminal device 4 in response to the instruction input to the terminal device 4 by the supervisor U3.

More specifically, the processing unit 1b may notify the terminal device 3 that the incident ID “I0001” is assigned to the counselor U2 and the supervisor U3 and the message M3 corresponding to the incident is received. .. In this case, the counselor U2 operates the terminal device 3, confirms the notification, and inputs a viewing request for the message M3 to the terminal device 3. The terminal device 3 transmits the transmission request of the message M3 to the counseling support device 1 in response to the input of the browsing request. Upon receiving the transmission request, the processing unit 1b duplicates the message M3 stored in the storage unit 1a to generate the message M3a, and transmits the message M3a to the terminal device 3.

Similarly, the processing unit 1b may notify the terminal device 4 that the counselor U2 and the supervisor U3 are assigned an incident with the incident ID “I0001” and the message M3 corresponding to the incident is received. In this case, the supervisor U3 operates the terminal device 4, confirms the notification, and inputs a viewing request for the message M3 to the terminal device 4. The terminal device 4 transmits the transmission request of the message M3 to the counseling support device 1 in response to the input of the browsing request. Upon receiving the transmission request, the processing unit 1b duplicates the message M3 stored in the storage unit 1a to generate the message M3b, and transmits the message M3b to the terminal device 4.

In this way, the processing unit 1b may transmit the message M3a to the terminal device 3 in response to the instruction by the counselor U2. Further, the processing unit 1b may transmit the message M3b to the terminal device 4 in response to the instruction from the supervisor U3. As a result, for example, the supervisor U3 can confirm the content of the message by focusing on the incidents that the counselor (for example, counselor U2) that he / she cares about is in charge of.

Further, the processing unit 1b transmits information indicating whether or not a reply message for the consultation content has been sent from the terminal device 3 to the terminal device 2, and if the reply message is sent, sends the reply message to the terminal device 4. You may. In this way, for example, the supervisor U3 can use the terminal device 4 to confirm whether or not the counselor U2 has returned to the client U1 within a predetermined time in response to the consultation content from the client U1. Further, when there is a reply, the supervisor U3 can confirm the reply contents of the counselor U2 and supervise the counselor U2. Even if there is no reply, the supervisor U3 can give guidance to the counselor U2.

At this time, the processing unit 1b sends a message exchanged between the counselor U2 and the supervisor U3 (for example, the instruction content by the supervisor U3 and the response of the counselor U2 to the instruction content) between the terminal devices 3 and 4. Relay transmission and reception. The processing unit 1b controls the message exchanged between the counselor U2 and the supervisor U3 so as not to be transmitted to the terminal device 2. This makes it possible for the exchange of guidance between the counselor U2 and the supervisor U3 to be performed separately from the exchange of consultation with the client U1, and the client U1 is aware of the exchange between the counselor U2 and the supervisor U3. You don't have to.

Further, when there is no reply from the terminal device 3 to the terminal device 2 in response to the consultation content from the client U1, the processing unit 1b receives the reply message input by the supervisor U3 instead of the counselor U2 from the terminal device 4. Then, it may be transmitted to the terminal device 2. As a result, it is possible to prevent delays and omissions in responding to consultations from the client U1.

In addition, the person in charge of the incident ID "I0001" currently being dealt with may be changed due to the circumstances of the counselor U2 and the supervisor U3. In this case, the processing unit 1b can change the person in charge by changing the counselor ID or supervisor ID associated with the incident ID “I0001” to another counselor or supervisor ID in the management information 6. As a result, the counselor or supervisor in charge of the incident can be easily changed, and the provision of counseling services can be facilitated.

Hereinafter, the function of the counseling support device 1 will be described in detail by exemplifying a more specific information processing system.
[Second Embodiment]
FIG. 2 is a diagram showing an example of a counseling support system according to the second embodiment. The counseling support system supports the provision of counseling to the user (client) U11. Counseling is provided by counselor U21. Supervisor U31 is assigned to the counselor U21 as a supervisor. There can be multiple users, counselors, and supervisors each. A supervisor may oversee multiple counselors.

The counseling support system includes a server 100 and terminal devices 200, 300, 400.
The server 100 and the terminal devices 300 and 400 are connected to the network 10. The network 10 is, for example, a LAN (Local Area Network). The network 10 is connected to the network 20. The network 20 is a wide area network such as the Internet. The terminal device 200 is connected to the network 20.

The server 100 is a server computer that manages a counselor and a supervisor who are in charge of incidents. An incident is a unit for managing one consultation from a user. The server 100 receives the message transmitted by each terminal device associated with the incident, and transmits the message to a terminal device different from the receiving source. At this time, the server 100 selects the destination terminal device according to the message. The server 100 is an example of the counseling support device 1 of the first embodiment.

The terminal device 200 is a client computer used by the user U11. The terminal device 200 receives the input of the incident occurrence by the user U11. The terminal device 200 transmits a notification of the occurrence of the incident to the server 100 in response to the input of the occurrence of the incident. The terminal device 200 receives the input of the message by the user U11 and transmits the input message to the server 100. Further, the terminal device 200 receives the message input to the terminal device 300 by the counselor U21 and the message input to the terminal device 400 by the supervisor U31 via the server 100. The terminal device 200 displays the content of the received message. The terminal device 200 is an example of the terminal device 2 of the first embodiment.

The terminal device 300 is a client computer used by the counselor U21. The terminal device 300 receives the input of the message by the counselor U21 and transmits the input message to the server 100. Further, the terminal device 300 receives the message input to the terminal device 200 by the user U11 and the message input to the terminal device 400 by the supervisor U31 via the server 100. The terminal device 300 displays the content of the received message. The terminal device 300 is an example of the terminal device 3 of the first embodiment.

The terminal device 400 is a client computer used by the supervisor U31. The terminal device 400 receives the input of the message by the supervisor U31 and transmits the input message to the server 100. Further, the terminal device 400 receives the message input to the terminal device 200 by the user U11 and the message input to the terminal device 300 by the counselor U21 via the server 100. The terminal device 400 displays the content of the received message. The terminal device 400 is an example of the terminal device 4 of the first embodiment.

Here, the message is textual information, and the counseling support system of the second embodiment supports the provision of text-based counseling.
FIG. 3 is a diagram showing an example of server hardware. The server 100 includes a processor 101, a RAM 102, an HDD 103, an image signal processing unit 104, an input signal processing unit 105, a medium reader 106, and a NIC (Network Interface Card) 107. Each piece of hardware is connected to the bus of server 100.

The processor 101 is hardware that controls the information processing of the server 100. The processor 101 may be a multiprocessor. The processor 101 is, for example, a CPU, DSP, ASIC, FPGA, or the like. The processor 101 may be a combination of two or more elements such as a CPU, a DSP, an ASIC, and an FPGA.

The RAM 102 is the main storage device of the server 100. The RAM 102 temporarily stores at least a part of an OS (Operating System) program or an application program to be executed by the processor 101. Further, the RAM 102 stores various data used for processing by the processor 101.

The HDD 103 is an auxiliary storage device of the server 100. The HDD 103 magnetically writes and reads data to and from the built-in magnetic disk. The HDD 103 stores an OS program, an application program, and various data. The server 100 may include other types of auxiliary storage devices such as a flash memory and an SSD (Solid State Drive), or may include a plurality of auxiliary storage devices.

The image signal processing unit 104 outputs an image to the display 11 connected to the server 100 in accordance with an instruction from the processor 101. As the display 11, a CRT (Cathode Ray Tube) display, a liquid crystal display, or the like can be used.

The input signal processing unit 105 acquires an input signal from the input device 12 connected to the server 100 and outputs the input signal to the processor 101. As the input device 12, for example, a pointing device such as a mouse or a touch panel, a keyboard, or the like can be used.

The medium reader 106 is a device that reads programs and data recorded on the recording medium 13. As the recording medium 13, for example, a magnetic disk such as a flexible disk (FD) or HDD, an optical disk such as a CD (Compact Disc) or a DVD (Digital Versatile Disc), or an optical magnetic disk (MO: Magneto-Optical disk) can be used. Can be used. Further, as the recording medium 13, for example, a non-volatile semiconductor memory such as a flash memory card can be used. The medium reader 106 stores, for example, a program or data read from the recording medium 13 in the RAM 102 or the HDD 103 in accordance with an instruction from the processor 101.

The NIC 107 communicates with other devices via the network 10. The NIC 107 may be a wired communication interface or a wireless communication interface.
The terminal devices 200, 300, and 400 can also be realized by using the same hardware as the server 100.

FIG. 4 is a diagram showing a functional example of the server. The server 100 has a storage unit 110, a user management unit 120, an incident management unit 130, and a message communication unit 140. The storage unit 110 is realized by the storage area of the RAM 102 or the HDD 103. The user management unit 120, the incident management unit 130, and the message communication unit 140 are realized by the processor 101. For example, the processor 101 exerts the functions of the user management unit 120, the incident management unit 130, and the message communication unit 140 by executing the program stored in the RAM 102. Alternatively, the user management unit 120, the incident management unit 130, and the message communication unit 140 may be realized by hard-wired logic such as FPGA or ASIC.

The storage unit 110 stores user, counselor and supervisor accounts, and information for managing incidents.
The user management unit 120 registers user, counselor, and supervisor accounts. In addition, the user management unit 120 performs login authentication for the user, the counselor, and the supervisor.

The incident management unit 130 receives the notification of the occurrence of the incident from the terminal device 200, issues the incident ID which is the identification information of the incident, and assigns the counselor and the supervisor who are in charge of the incident. In addition, the incident management unit 130 provides a storage area called an incident response space in the storage unit 110 for each incident, and manages information for each incident by the incident response space.

The message communication unit 140 receives messages from the terminal devices 200, 300, and 400, respectively, and stores them in the storage unit 110. The message communication unit 140 transmits the message stored in the storage unit 110 to a terminal device different from the transmission source according to the type of the message.

For example, the message communication unit 140 transmits a message indicating the consultation content received from the terminal device 200 to the terminal devices 300, 400 in response to a request from the terminal devices 300, 400.

Further, the message communication unit 140 transmits a message indicating the reply content to the consultation content received from the terminal device 300 to the terminal devices 200 and 400 in response to a request from the terminal devices 200 and 400.

Further, the message communication unit 140 transmits a message indicating the reply content to the consultation content received from the terminal device 400 to the terminal devices 200 and 300 in response to a request from the terminal devices 200 and 300.

Further, the message communication unit 140 transmits a consultation message from the counselor U21 to the supervisor U31 received from the terminal device 300 to the terminal device 400 in response to a request from the terminal device 400. The message communication unit 140 transmits a guidance message between the counselor U21 and the supervisor U31 received from the terminal device 400 to the terminal device 300 in response to a request from the terminal device 300. The message communication unit 140 does not transmit the consultation message or the guidance message exchanged between the counselor U21 and the supervisor U31 to the terminal device 200.

FIG. 5 is a diagram showing an example of an incident table. The incident table 111 is a table for managing the correspondence between the incident ID and the user's identification information (user ID). The incident table 111 is stored in the storage unit 110. The incident table 111 includes the incident ID and user ID items. Incident identification information (incident ID) is registered in the incident ID. User identification information (user ID) is registered in the user ID item.

For example, a record having an incident ID of "i01" and a user ID of "u01" is registered in the incident table 111. This record indicates that the incident with incident ID "i01" is associated with the user with user ID "u01". Here, it is assumed that the user ID "u01" is the user ID of the user U11.

The incident management unit 130 may associate the incident ID with the user ID by creating an ID including the user ID as the incident ID instead of providing the incident table 111.

FIG. 6 is a diagram showing an example of an incident management table. The incident management table 112 is a table for managing the counselor ID of the counselor in charge of the incident and the supervisor ID of the supervisor. The incident management table 112 is stored in the storage unit 110. The incident management table 112 includes the incident ID, counselor ID, and supervisor ID items.

The incident ID is registered in the incident ID item. The counselor identification information (counselor ID) is registered in the counselor ID item. Supervisor identification information (supervisor ID) is registered in the supervisor ID item.

For example, a record having an incident ID of "i01", a counselor ID of "c01", and a supervisor ID of "s01" is registered in the incident management table 112. This record indicates that the incident with incident ID "i01" is handled by the counselor with counselor ID "c01" and the supervisor with supervisor ID "s01". Here, the counselor ID "c01" is assumed to be the counselor ID of the counselor U21. Further, it is assumed that the supervisor ID "s01" is the supervisor ID of the supervisor U31.

FIG. 7 is a diagram showing an example of a message management table. The message management table 113 is a table for managing messages sent and received between the terminal devices 200, 300, and 400. The message management table 113 is stored in the storage unit 110. The message management table 113 includes incident ID, reception time, source, destination, subject, and message items.

The incident ID is registered in the incident ID item. The time when the message is received is registered in the reception time item. The ID of the person who sent the message is registered in the sender item. The ID of the person to whom the message is sent is registered in the destination item. For example, if the source of the message is a user, the destination of the message is a counselor. If the message is sent from a counselor, the message is sent to the user or supervisor. If the source of the message is a supervisor, the destination of the message is a user or a counselor. The subject of the message is registered in the subject item. In the message item, a text indicating the content of the message or a link indicating a text file containing the text is registered.

For example, in the message management table 113, the incident ID is "i01", the reception time is "t1", the source is "u01", the destination is "c01", the subject is "XXX", and the message is "YYY". Is registered. This record indicates that the server 100 is receiving a message from the user U11 at the time "t1" for the incident ID "i01". Further, it indicates that the destination of the message is the counselor U21, the subject of the message is "XXX", and the content of the message is "YYY".

FIG. 8 is a diagram showing an example of a counselor management table. The counselor management table 114 is a table for managing the association between the supervisor and the counselor. The counselor management table 114 is stored in the storage unit 110. The counselor management table 114 includes items for supervisor ID and counselor ID.

The supervisor ID is registered in the supervisor ID item. The counselor ID is registered in the counselor ID item.
For example, a record having a supervisor ID of "s01" and a counselor ID of "c01" is registered in the counselor management table 114. This record indicates that supervisor U31 with supervisor ID "s01" is the supervisor of counselor U21 with counselor ID "c01".

FIG. 9 is a diagram showing an example of an incident response management table. The incident response management table 115 is a table for managing the current status of incidents. The incident response management table 115 is stored in the storage unit 110. The incident response management table 115 includes items of incident ID, reception time, counselor browsing time, counselor reply time, speaking right flag, supervisor browsing time, supervisor reply time, and completion flag.

The incident ID is registered in the incident ID item. In the reception time item, the reception time of the latest message received from the terminal device of the client for the corresponding incident is registered. In the item of counselor browsing time, the time when the counselor browsed the message from the client is registered. In the item of counselor reply time, the time when the counselor replied to the message from the client is registered. In the item of the speaking right flag, a flag (speaking right flag) indicating whether or not the counselor in charge has the speaking right is registered. Here, the right to speak is the right to reply to the content of the consultation from the client. Either the counselor or supervisor in charge has the right to speak. The voice flag "true" indicates that the counselor has a voice. The voice flag "true" indicates that the supervisor has no voice. The voice flag "false" indicates that the counselor does not have a voice. The voice flag “false” indicates that the supervisor has the voice. The default setting of the voice flag is "true". In the supervisor browsing time item, the time when the supervisor browsed the message from the client is registered. In the supervisor reply time item, the time when the supervisor replied to the message from the client is registered. In the completion flag item, a flag (completion flag) indicating whether or not the corresponding incident has been completed is registered. The completion flag “true” indicates that the incident has been completed. The completion flag “false” indicates that the incident has not been completed (ie, consultation is ongoing). The default setting for the completion flag is "false".

The counselor browsing time, counselor reply time, supervisor browsing time, and supervisor reply time are not initially set (in the figure, no setting is indicated by a hyphen symbol "-").

For example, in the incident response management table 115, the incident ID is "i01", the reception time is "t1", the counselor viewing time is "t2", the counselor reply time is "t3", the voice flag is "true", and the supervisor is viewed. A record is registered in which the time is "t4", the supervisor reply time is "-" (no setting), and the completion flag is "false". This record indicates that the message from the user U11 was received at time t1 for the incident with the incident ID “i01”, and the counselor U21 viewed the message at time t2. It also indicates that the counselor U21 replied to the message at time t3. It also indicates that the counselor U21 currently has the right to speak and the supervisor U31 does not have the right to speak. Further, it indicates that the supervisor U31 has read the message from the user U11 at time t4, that the supervisor U31 has not replied to the message, and that the incident has not been completed.

FIG. 10 is a diagram showing an example of a counselor screen. The counselor screen 500 is a screen for the counselor U21 to confirm the reception status of the counseling message in charge of the counselor U21. For example, the counselor screen 500 is displayed by the terminal device 300 and presented to the counselor U21. Using the incident ID of the incident in charge of the counselor U21 as a key, the terminal device 300 transmits information on records including the key in the incident table 111, the incident management table 112, the message management table 113, and the incident response management table 115 from the server 100. get. The terminal device 300 generates the counselor screen 500 based on the information acquired from the server 100. The counselor U21 operates the pointing device connected to the terminal device 300, operates the pointer 501, and selects an item displayed on the counselor screen 500.

For example, the counselor screen 500 includes a list of incidents that the counselor U21 is in charge of. Specifically, the incident ID, the reception time, the user, the right to speak, the reply time, the subject, the supervisor, and the completion items are displayed on the counselor screen 500.

The incident ID is displayed in the incident ID item. In the reception time item, the reception time of the message by the server 100 is displayed. In the user item, the user ID of the user who is receiving counseling is displayed. In the item of the right to speak, a character string indicating whether or not the counselor U21 currently has the right to speak (“Yes” if there is a right to speak, “None” if there is no right to speak) is displayed. In the reply time item, the time of reply to the message received from the client is displayed. In the subject item, the subject of the message received at the corresponding reception time is displayed. In the supervisor item, the supervisor ID of the supervisor U31 that supervises the counselor U21 is displayed. In the completion item, a character string indicating whether or not the incident has been completed (“completed” if completed, “incomplete” if not completed) is displayed.

For example, on the counselor screen 500, the incident ID is "i01", the reception time is "t1", the user is "u01", the right to speak is "yes", the reply time is "t3", the subject is "XXX", and the supervisor. Is displayed as "s01" and the completion is displayed as "incomplete".

This record indicates that the counselor U21 is in charge of the incident with the incident ID "i01" and the server 100 is receiving the message with the subject "XXX" at time t1. It also indicates that the incident is counseling to user U11 with user ID "u01" and that counselor U21 currently has a say. In addition, it indicates that the message from the user U11 has been replied to at time t3 and that the incident has not been completed.

For example, the counselor U21 uses the pointer 501 to select a record corresponding to the incident to be confirmed on the counselor screen 500. Then, the terminal device 200 acquires the history of the message corresponding to the incident from the server 100, and displays the incident response screen including the history of the message.

Further, when a plurality of records are registered on the counselor screen 500, the terminal device 300 can sort and display the plurality of records with respect to any item specified by the counselor U21.

FIG. 11 is a diagram showing an example of a supervisor screen. The supervisor screen 600 is a screen for the supervisor U31 to confirm the reception status of the counseling message in charge of the supervisor U31. For example, the supervisor screen 600 is displayed by the terminal device 400 and presented to the supervisor U31. Using the incident ID of the incident in charge of the supervisor U31 as a key, the terminal device 400 transmits information on records including the key in the incident table 111, the incident management table 112, the message management table 113, and the incident response management table 115 from the server 100. get. The terminal device 400 generates the supervisor screen 600 based on the information acquired from the server 100. The supervisor U31 operates the pointing device connected to the terminal device 400, operates the pointer 601 and selects the item displayed on the supervisor screen 600.

For example, supervisor screen 600 includes a list of incidents that supervisor U31 is in charge of. Specifically, the supervisor screen 600 displays the incident ID, reception time, user, counselor, browsing time, reply time, speaking right, subject, and completion items.

The incident ID is displayed in the incident ID item. In the reception time item, the reception time of the message by the server 100 is displayed. In the user item, the user ID of the user who is receiving counseling is displayed. In the counselor item, the counselor ID of the counselor in charge of counseling is displayed. In the browsing time item, the time when the counselor in charge browsed the message from the user is displayed. In the reply time item, the time when the counselor in charge replied to the message from the user is displayed. In the item of the right to speak, a character string indicating whether or not the supervisor U31 currently has the right to speak (“Yes” if there is a right to speak, “None” if there is no right to speak) is displayed. In the subject item, the subject of the message received at the corresponding reception time is displayed. In the completion item, a character string indicating whether or not the incident has been completed (“completed” if completed, “incomplete” if not completed) is displayed.

For example, on the supervisor screen 600, the incident ID is "i01", the reception time is "t1", the user is "u01", the counselor is "c01", the browsing time is "t2", the reply time is "t3", and the statement is made. A record with the right "None", the subject "XXX", and the completion "Incomplete" is displayed.

This record indicates that the supervisor U31 is in charge of the incident with the incident ID "i01" and the server 100 is receiving the message with the subject "XXX" at time t1. It also indicates that the incident is counseling to user U11 with user ID "u01" and that supervisor U31 currently has no say. Further, it indicates that the counselor U21 has viewed the message from the user U11 at time t2, and that the counselor U21 has replied to the message at time t3. Further, it indicates that the incident with the incident ID “i01” is incomplete.

For example, the supervisor U31 selects the record corresponding to the incident to be confirmed by the pointer 601 on the supervisor screen 600. Then, the terminal device 300 acquires the history of the message corresponding to the incident from the server 100 and displays the history of the message.

The supervisor screen 600 may include, for example, an alarm (warning) display. Specifically, the incident management unit 130 may highlight the record of the incident ID when the counselor U21 does not view the message within a predetermined time from the time when the message from the user U11 is received. Alternatively, the incident management unit 130 may highlight the record of the incident ID when the counselor U21 does not reply to the message within a predetermined time from the reception time or viewing time of the message from the user U11. Be done. Further, the display form of the alarm is not limited to highlighting, and an alarm item may be added to the supervisor screen 600 to display whether the alarm is targeted or not, or a voice warning may be given. You may notify the contents.

Further, when a plurality of records are registered on the supervisor screen 600, the terminal device 400 can sort and display the plurality of records with respect to any item specified by the supervisor U31.

FIG. 12 is a diagram showing an example of a user screen. The user screen 700 is a screen displayed by the terminal device 200 and presented to the user U11. For example, the user U11 refers to the incident ID related to himself / herself displayed by the terminal device 200 and the list of the subject of the incident, and selects one of the incidents, thereby displaying the user screen 700 on the terminal device 200. Is displayed.

The terminal device 200 acquires the information of the message management table 113 from the server 100 using the incident ID as a key, and displays the user screen 700 based on the acquired information. At this time, the information provided from the server 100 to the terminal device 200 is limited to the records in the message management table 113 that include the user ID of the user U11 in the source or destination.

The user screen 700 displays a history of messages exchanged between the user U11 and the counselor U21 (and supervisor U31). The direction from the top to the bottom of the user screen 700 is the positive direction in the time series. Further, the user screen 700 is divided into lanes L11 and L12. The lane L11 is an area for displaying the history of messages issued by the user U11. Lane L12 is an area for displaying the history of messages issued by the counselor U21 (and supervisor U31). It can be said that the lane L12 is an area for displaying the history of messages from the counseling consultation desk.

For example, in lanes L11 and L12, messages 701, 702, 703, and 704 are displayed in chronological order. Each of the messages 701, 702, 703, and 704 may be displayed with the reception time of each message by the server 100 (the reception time is the time when the message is issued). Messages 701 and 703 belong to lane L11. Messages 702 and 704 belong to lane L12.

Specifically, the message 701 is a message issued by the user U11 at 10:00:00. The message 702 is a message issued by the counselor U21 at 11:00:00 in response to the message 701. The message 703 is a message issued by the user U11 at 15:00:00 in response to the message 702. Message 704 is a message issued by supervisor U31 at 17:00:00.

In the message 702 and the message 704, the person who issued the message is different between the counselor U21 and the supervisor U31. On the user screen 700, it is not possible to distinguish which of the counselor U21 and the supervisor U31 has issued the messages 702 and 704. Therefore, the user U11 can receive counseling without being aware of the change of the person who issues the reply message.

Further, the user U11 confirms the user screen 700 and inputs a new message to the terminal device 200. The user screen 700 may include a button for displaying a screen including a text box for inputting a message, a send button for transmitting a message, and the like. Alternatively, the user screen 700 may include a text box for inputting a message and a send button for transmitting a message at the lower part of the screen.

FIG. 13 is a diagram showing an example of an incident response screen. The incident response screen 800 is a screen displayed by the terminal device 300 and presented to the counselor U21. For example, the counselor U21 causes the terminal device 300 to display the incident response screen 800 by selecting the incident to be confirmed on the counselor screen 500 displayed by the terminal device 300.

The incident response screen 800 is also a screen displayed by the terminal device 400 and presented to the supervisor U31. For example, the supervisor U31 causes the terminal device 400 to display the incident response screen 800 by selecting the incident to be confirmed on the supervisor screen 600 displayed by the terminal device 400.

The terminal devices 300 and 400 acquire the information of the message management table 113 from the server 100 using the incident ID of the selected incident as a key, and display the incident response screen 800 based on the acquired information.

The incident response screen 800 displays a history of messages exchanged between the user U11, the counselor U21, and the supervisor U31. The direction from the top to the bottom of the incident response screen 800 is the positive direction in the time series.

The character string of "incident response space (incident ID: i01)" is displayed on the incident response screen 800, indicating that the incident response screen 800 corresponds to the incident ID "i01".

In addition, the incident response screen 800 has a counselor cockpit 801 and a supervisor cockpit 802. The counselor cockpit 801 is an area for displaying the counselor ID or name of the counselor (for example, counselor U21) in charge of the incident. The supervisor cockpit 802 is an area for displaying the counselor ID or name of the supervisor (for example, supervisor U31) in charge of the incident. The counselor or supervisor in charge of the incident may change on the way. In this case, the counselor name and supervisor name displayed on the counselor cockpit 801 and the supervisor cockpit 802 are also changed.

Further, the incident response screen 800 is divided into lanes L21, L22, L23, and L24.
The lane L21 is an area for displaying the history of messages issued by the user U11. Lane L22 is an area for displaying the history of messages issued by the counselor U21 (and supervisor U31). The lane L23 is an area for displaying the history of messages sent by the counselor U21 to the supervisor U31. The lane L24 is an area for displaying the history of messages sent by the supervisor U31 to the user U11 or the counselor U21.

Of the above four lanes, lanes L21 and L22 correspond to the above-mentioned lanes L11 and L12. That is, the content that can be viewed on the user screen 700 is an area corresponding to lanes L21 and L22, which are a part of the incident response screen 800.

For example, in lanes L21, L22, L23, and L24, messages 811, 812, 815, 814, 815, 816, 817 are displayed in chronological order. Each of the messages 811, 812, 815, 814, 815, 816, 817 may be displayed with the reception time of each message by the server 100. Messages 811 and 813 belong to lane L21. Messages 812 and 817 belong to lane L22. Message 814 belongs to lane L23. Messages 815 and 816 belong to lane L24.

Specifically, the message 811 is a message issued by the user U11 at 10:00:00. The message 812 is a message issued by the counselor U21 to the user U11 at 11:00:00 in response to the message 701. The message 813 is a message issued by the user U11 at 15:00:00 in response to the message 812. Message 814 is a message sent by the counselor U21 to the supervisor U31 at 16:00:00. The message 815 is a message issued by the supervisor U31 to the counselor U21 at 16:30 in response to the message 814. The message 816 is a message issued by the supervisor U31 to the user U11 at 17:00:00. Message 817 is a message having the same contents as message 816. On the incident response screen 800, the message 817 is also displayed on the lane L22 to indicate that the message 817 (message 816) has been sent to the user U11.

The counselor U21 confirms the incident response screen 800 displayed by the terminal device 300, and inputs a new message to the terminal device 300. Further, the supervisor U31 confirms the incident response screen 800 displayed by the terminal device 400, and inputs a new message to the terminal device 400. The incident response screen 800 may include a button for displaying a screen including an input form for inputting an ID of a destination person, an input form for inputting a message, a send button for transmitting a message, and the like. Alternatively, the incident response screen 800 may include an input form for inputting the ID of the destination person, an input form for message input, a send button for message transmission, and the like at the lower part of the screen. Here, the terminal device 300 makes the user U11 or the supervisor U31 selectable by the counselor U21 as the destination person. Further, the terminal device 400 makes the user U11 or the counselor U21 selectable by the supervisor U31 as the destination person. The terminal devices 300 and 400 set the incident ID in the message and transmit it.

In addition, the incident response screen 800 includes a completion button for accepting an input for completion of the incident by the counselor U21 or the supervisor U31.
Further, the incident response screen 800 for the supervisor U31 (incident response screen 800 displayed by the terminal device 400) includes a speech right control button that accepts an operation for turning off or on the speech right of the counselor U21. The on / off of the voice right of the counselor U21 by the voice right control button may be represented by the lanes L23 and L24 on the incident response screen 800, or by the color coding of the balloon displaying the content of the message.

For example, when the voice of the counselor U21 is on (when the voice of the supervisor U31 is off), the terminal devices 300 and 400 display the lane L23 in the first color and the lane L24 in the second color. On the other hand, when the voice right of the counselor U21 is off (when the voice right of the supervisor U31 is on), the terminal devices 300 and 400 display the lane L23 in the second color and the lane L24 in the first color. Alternatively, the terminal device 300 may notify the counselor U21 of the change in the setting of the voice right of the counselor U21 by displaying a character string indicating the change, voice, or the like. The terminal device 200 does not notify the user U11 of the change in the setting of the right to speak. Further, on the incident response screen 800, an input form for inputting a new message and a message transmission button are displayed only for the person who has the right to speak among the counselor U21 and the supervisor U31.

Next, the processing procedure executed by the server 100 will be described.
FIG. 14 is a flowchart showing an example of counselor registration. Hereinafter, the process shown in FIG. 14 will be described along with the step numbers.

(S11) The user management unit 120 accepts the registration of the counselor U21. For example, the user management unit 120 receives information such as the name of the counselor U21 from the terminal device 300.

(S12) The user management unit 120 issues an ID (counselor ID) and a password to the counselor U21. The user management unit 120 stores the authentication information in which the name of the counselor U21, the counselor ID, and the password are associated with each other in the storage unit 110. In addition, the user management unit 120 transmits the counselor ID and password issued this time to the terminal device 300. The counselor ID and password are used for login authentication of the counselor U21.

(S13) The incident management unit 130 creates a work area for the counselor U21. Specifically, the incident management unit 130 creates screen information for the counselor screen 500 (however, a screen in which no incidents are displayed at the initial stage and only items are displayed), and the terminal device 300 Send to.

The terminal device 300 displays the counselor screen 500 (however, at the initial stage, no incident is displayed and only the items are displayed) based on the screen information received from the server 100. After that, when the counselor U21 logs in, the incident management unit 130 generates the screen information of the counselor screen 500 and transmits it to the terminal device 300. Here, the incident management unit 130 generates screen information corresponding to the counselor ID of the counselor U21 based on the incident table 111, the incident charge management table 112, the message management table 113, and the incident response management table 115.

FIG. 15 is a flowchart showing an example of supervisor registration. Hereinafter, the process shown in FIG. 15 will be described along with the step numbers.
(S21) The user management unit 120 accepts the registration of the supervisor U31. For example, the user management unit 120 receives information such as the name of the supervisor U31 from the terminal device 400.

(S22) The user management unit 120 issues an ID (supervisor ID) and a password to the supervisor U31. The user management unit 120 stores the authentication information in which the name of the supervisor U31, the supervisor ID, and the password are associated with each other in the storage unit 110. In addition, the user management unit 120 transmits the supervisor ID and password issued this time to the terminal device 400. The supervisor ID and password are used for login authentication of supervisor U31.

(S23) The incident management unit 130 creates a work area for the supervisor U31. Specifically, the incident management unit 130 creates screen information for the supervisor screen 600 (however, in the initial stage, no incidents are displayed and only items are displayed), and the terminal device Send to 400. The terminal device 400 displays the supervisor screen 600 according to the screen information.

(S24) The user management unit 120 reads a list of counselors registered in the storage unit 110. Then, the user management unit 120 transmits screen information for displaying the list to the terminal device 400. In the list, the supervisor U31 of the counselor supervised by the supervisor U31 can select.

(S25) The user management unit 120 receives the counselor ID of the counselor supervised by the supervisor U31 from the terminal device 400. The user management unit 120 associates the received counselor ID with the supervisor ID of the supervisor U31 and registers the received counselor ID in the counselor management table 114 stored in the storage unit 110.

After that, when the supervisor U31 logs in, the incident management unit 130 generates screen information of the supervisor screen 600 and transmits it to the terminal device 400. Here, the incident management unit 130 generates screen information corresponding to the supervisor ID of the supervisor U31 based on the incident table 111, the incident charge management table 112, the message management table 113, and the incident response management table 115.

FIG. 16 is a flowchart showing an example of user registration. Hereinafter, the process shown in FIG. 16 will be described along with the step numbers.
(S31) The user management unit 120 accepts the registration of the user U11. For example, the user management unit 120 receives information such as the name of the user U11 from the terminal device 200.

(S32) The user management unit 120 issues an ID (user ID) and a password to the user U11. The user management unit 120 stores the authentication information associated with the name of the user U11, the supervisor ID, and the password in the storage unit 110. Further, the user management unit 120 transmits the user ID and password issued this time to the terminal device 200.

(S33) The user management unit 120 adds the user ID of the user U11 to the new registrant list.
(S34) The user management unit 120 notifies the supervisor terminal (for example, the terminal device 400) of the update of the new registrant list. The supervisor terminal (for example, the terminal device 400) acquires the new registrant list from the server 100 and displays the new registrant list in response to the operation of the supervisor.

(S35) The user management unit 120 accepts the selection of a new user by the supervisor. For example, the supervisor U31 operates the terminal device 400 to select a user ID in charge of the user ID included in the new registrant list. The user management unit 120 receives the user ID selected by the supervisor U31 and the supervisor ID of the selected supervisor U31 from the terminal device 400.

(S36) The user management unit 120 allocates a new user to the work area of the supervisor. Specifically, when the user ID of the user U11 is selected by the supervisor U31 in step S35, the user management unit 120 associates the supervisor ID of the supervisor U31 with the user ID of the user U11. Is stored in the storage unit 110.

(S37) The user management unit 120 accepts the counselor's decision by the supervisor. For example, the supervisor U31 operates the terminal device 400 to have the terminal device 400 acquire a list of counselor IDs (contents of the counselor management table 114) of the counselor supervised by the server 100, and the terminal device 400 obtains the list. Display it. The supervisor U31 operates the terminal device 400 to select the counselor ID of the counselor U21 in charge of counseling the user ID selected in step S35 from the list. The user management unit 120 receives the counselor ID selected by the supervisor U31 and the user ID selected in step S35 from the terminal device 400.

(S38) The user management unit 120 allocates a new user to the work area of the counselor. Specifically, when the counselor ID of the counselor U21 is selected by the supervisor U31 in step S37, the user management unit 120 stores information relating the counselor ID of the counselor U21 and the user ID of the user U11. It is stored in the unit 110.

For example, when an incident related to the user U11 occurs, the server 100 can assign the counselor U21 and the supervisor U31 in charge of the incident based on the information generated in steps S36 and S38.

FIG. 17 is a flowchart showing an example of incident processing. Hereinafter, the process shown in FIG. 17 will be described along with the step numbers.
(S41) The message communication unit 140 receives an incident from a user terminal (referred to as a terminal device 200). The incident includes a user ID. For example, the incident includes the user ID of the user U11. Incidents also include a subject or message indicating the content of the consultation. The incident management unit 130 generates an incident ID for the current incident, associates it with the corresponding user ID, and registers it in the incident table 111. The incident management unit 130 transmits the generated incident ID to the terminal device 200. After that, the terminal device 200 sets the incident ID in the message related to the incident and transmits the message.

(S42) The incident management unit 130 notifies the supervisor / counselor of the occurrence of an incident. Specifically, the incident management unit 130 identifies the supervisor ID of the supervisor U31 and the counselor ID of the counselor U21 corresponding to the user ID acquired in step S41 based on the information generated in steps S36 and S38 of FIG. do. The incident management unit 130 associates the generated incident ID, supervisor ID, and counselor ID with each other, and registers the generated incident ID in the incident management table 112.

In addition, the incident management unit 130 registers the message information (incident ID, reception time, source, destination, subject, and message content) received in step S41 in the message management table 113. For example, when the sender of the message is the user U11, the sender is the user ID of the user U11, and the destination is the counselor ID of the counselor U21. Further, the incident management unit 130 registers a record indicating the latest status regarding the incident ID in the incident response management table 115.

Then, the incident management unit 130 notifies the terminal device 400 that has logged in to the server 100 using the corresponding supervisor ID of the occurrence of the incident of the user U11. Similarly, the terminal device 300 that has logged in to the server 100 using the corresponding counselor ID is notified of the occurrence of the incident of the user U11.

(S43) The incident management unit 130 determines whether or not the supervisor U31 has accessed the incident. When the supervisor U31 is accessed, the incident management unit 130 proceeds to step S49. If the supervisor U31 is not accessed, the incident management unit 130 proceeds to step S44. For example, the incident management unit 130 provides the supervisor screen 600 to the terminal device 400, and when the incident is selected by the supervisor U31 on the supervisor screen 600, it is determined that the supervisor U31 has access. On the other hand, the incident management unit 130 determines that the supervisor U31 has no access when the incident is not selected by the supervisor U31 on the supervisor screen 600 provided to the terminal device 400. When the relevant incident is selected on the supervisor screen 600, the terminal device 400 displays the incident response screen 800 related to the incident.

(S44) The incident management unit 130 refers to the incident response management table 115 to see if the counselor U21 has accessed the incident within a certain time (first time) from the time when the message regarding the incident is received. Judge whether or not. If the counselor U21 does not access the incident within a certain period of time from the reception time, the incident management unit 130 proceeds to step S47. If the counselor U21 accesses the incident within a certain period of time from the reception time, the incident management unit 130 proceeds to step S45. Here, "within a certain time (first time)" can be said to be "before a certain time (first time) elapses".

Specifically, the incident management unit 130 provides the counselor screen 500 to the terminal device 300, and when the incident is selected by the counselor U21 within a certain time from the reception time on the counselor screen 500, the incident management unit 130 provides the counselor screen 500. It is determined that the counselor U21 has access. When the relevant incident is selected on the counselor screen 500, the terminal device 300 displays the incident response screen 800 related to the incident. In this case, the message of the incident has been viewed by the counselor U21. On the other hand, the incident management unit 130 determines on the counselor screen 500 provided to the terminal device 300 that the counselor U21 has no access when the incident is not selected by the counselor U21 within a certain time from the reception time. .. In this case, the message of the incident is not viewed by the counselor U21.

(S45) The incident management unit 130 records the viewing time of the counselor U21 in the incident response management table 115.
(S46) The incident management unit 130 refers to the incident response management table 115 to determine whether or not the counselor U21 has access to the incident within a certain time (second time) from the viewing time of the counselor U21. judge. If the counselor U21 does not access the incident within a certain period of time from the viewing time of the counselor U21, the incident management unit 130 proceeds to step S47. If the counselor U21 accesses the incident within a certain period of time from the viewing time of the counselor U21, the incident management unit 130 proceeds to step S48.

Specifically, the incident management unit 130 responds to the incident message on the incident response screen 800 provided to the terminal device 300 within a certain period of time from the viewing time of the counselor U21. It is determined that there is access. On the other hand, the incident management unit 130 does not access the counselor U21 when the incident response screen 800 provided to the terminal device 300 does not reply to the incident message within a certain period of time from the viewing time of the counselor U21. Is determined.

Here, the reply to the message is performed by receiving the reply message from the terminal device 300 by the message communication unit 140 and transmitting the reply message to the terminal device 200 by the message communication unit 140. The message communication unit 140 registers the information of the reply message in the message management table 113.

(S47) The incident management unit 130 refers to the incident management table 112 and identifies the supervisor ID corresponding to the incident ID. The incident management unit 130 notifies the terminal device 400 that has logged in using the supervisor ID that the counselor U21 has not replied to the user for a certain period of time or longer. Specifically, in the case of step S44 Yes, the incident management unit 130 notifies the terminal device 400 of a first warning indicating that a reply has not been made by the time the first time has elapsed since the message was received. .. Further, in the case of step S46 Yes, the incident management unit 130 notifies the terminal device 400 of a second warning indicating that the reply has not been made by the time the second time elapses from the viewing of the message. Then, the incident management unit 130 proceeds to step S43 and waits until the supervisor U31 accesses (views the message content of the incident).

(S48) The incident management unit 130 records the reply time of the counselor U21 in the incident response management table 115. Then, the incident management unit 130 proceeds to the process in step S52.

(S49) The incident management unit 130 records the browsing time of the supervisor U31 in the incident response management table 115.
(S50) The incident management unit 130 receives a notification from the terminal device 400 that the operation of setting the voice right to the supervisor U31 has been accepted on the incident response screen 800 provided to the terminal device 400. Then, the incident management unit 130 sets the voice right to the supervisor U31 by changing the voice right flag of the incident response management table 115 from "true" to "false". Then, the message communication unit 140 receives the reply message input by the supervisor U31 from the terminal device 400 using the incident response screen 800, and transmits the reply message to the terminal device 200. The message communication unit 140 registers the information of the reply message in the message management table 113.

(S51) The incident management unit 130 records the reply time of the supervisor U31 in the incident response management table 115. The incident management unit 130 changes the voice flag of the incident response management table 115 from "false" to "true" (returns to the original setting). However, the incident management unit 130 may change the setting of the voice right flag according to a predetermined operation input to the terminal device 400 by the supervisor U31.

(S52) The incident management unit 130 determines whether or not the user U11 has accessed the incident within a certain time (third time) from the reply time of the counselor U21 or the reply time of the supervisor U31. If there is no access by the user U11 within a certain time from the reply time, the incident management unit 130 proceeds to step S54. If the user U11 accesses the user within a certain period of time from the reply time, the incident management unit 130 proceeds to step S53. For example, the incident management unit 130 determines that the user U11 has accessed the incident when the terminal device 200 receives a notification that the reply message has been viewed within a certain period of time from the reply time. .. On the other hand, the incident management unit 130 determines that the user U11 does not access the incident when the terminal device 200 does not receive a notification that the reply message has been viewed within a certain period of time from the reply time. ..

(S53) The incident management unit 130 records the browsing time of the user U11 in the storage unit 110 in association with the incident ID of the incident. Then, the incident management unit 130 ends the process.

(S54) The incident management unit 130 notifies the system that performs emergency response processing of the abnormality of the user U11. For example, in the system, the terminal of the administrator who manages the health of the user U11 in the organization to which the user U11 belongs is notified of the possibility of a change in the mental state of the user U11, and the user by the administrator. Encourage direct response to U11. The abnormality notification in step S54 can be said to be a process of outputting a third warning. For example, the output destination of the third warning may be the display 11 connected to the server 100. By outputting the third warning, it is possible to appropriately notify the administrator or the like of the change of the user U11. Then, the incident management unit 130 ends the process.

As shown in step S50, the incident management unit 130 receives an instruction from the terminal device 400 to limit the transmission of the reply message from the terminal device 300 to the terminal device 200. Then, the incident management unit 130 makes it impossible to input the reply message in the terminal device 200. Specifically, the incident management unit 130 disables (for example, hides) the interface for inputting the reply message in the screen information of the incident response screen 800 provided to the terminal device 300. As a result, the incident management unit 130 can restrict the input of the reply message by the counselor U21. As a result, it is possible to prevent both the supervisor U31 and the counselor U21 from replying to the user U11, and prevent the user U11 from being confused.

Then, after the reply message is disabled in the terminal device 300, the message communication unit 140 receives the reply message related to the incident ID from the terminal device 400. Then, the message communication unit 140 transmits the received reply message to the terminal devices 200 and 300 based on the incident charge management table 112.

In addition, the incident may be completed after one round-trip message exchange between the user U11 and the counselor U21 (or supervisor U31), or after a plurality of message exchanges. For example, when the incident management unit 130 receives a new message from the user U11 regarding an existing incident, the incident management unit 130 executes steps S42 to S53 with respect to the message. At this time, the incident management unit 130 updates the incident charge management table 112 when the person in charge of the incident changes, and changes the incident charge management table 112 when the person in charge of the incident does not change. You don't have to update.

In addition, the counselor U21 or the supervisor U31 inputs the completion of the incident on the incident response screen 800 when it is no longer necessary to receive further consultation regarding the incident by exchanging messages with the user U11. The terminal device 300 (or the terminal device 400) that has received the completion of the incident notifies the server 100 that the input of the incident ID and the completion has been accepted. The incident management unit 130 completes the incident by changing the completion flag corresponding to the incident ID from "false" to "true" in response to the notification.

Next, a specific example of the processing flow by the server 100, the terminal device 300, and the terminal device 400 will be described.
FIG. 18 is a diagram showing an example of a processing flow by the counseling support system. Hereinafter, the process shown in FIG. 18 will be described along with the step numbers.

(S61) The server 100 receives an incident from the terminal device 200. The server 100 issues an incident ID to the incident and assigns a supervisor ID and a counselor ID.

(S62) The server 100 records the reception time of the message regarding the incident.
(S63) The server 100 notifies the supervisor U31 of the occurrence of an incident. Specifically, the server 100 transmits a notification indicating the occurrence of an incident to the terminal device 400, and the terminal device 400 displays the content of the notification.

(S64) The server 100 notifies the counselor U21 of the occurrence of an incident. Specifically, the server 100 transmits a notification indicating the occurrence of an incident to the terminal device 300, and the terminal device 300 displays the content of the notification.

(S65) The server 100 determines whether or not the counselor U21 has accessed the incident within a certain period of time from the time when the message is received. If there is access within a certain time from the reception time, the process proceeds to step S66. If there is no access within a certain time from the reception time, the process proceeds to step S68.

(S66) The terminal device 300 displays the incident response screen 800 and presents the message of the user U11 to the counselor U21. The terminal device 300 notifies the server 100 of the reception confirmation (browsing). Then, the process proceeds to step S67.

(S67) Upon receiving the reception confirmation notification, the server 100 records the viewing time of the message by the counselor U21 in the storage unit 110. Then, the process proceeds to step S69.

(S68) The terminal device 400 displays the incident response screen 800 and presents the message of the user U11 to the supervisor U31 (processing for the browsing agency by the supervisor U31). For example, the terminal device 400 may prompt the supervisor U31 to confirm the message by highlighting the incident or displaying a symbol indicating an alarm on the line of the incident on the supervisor screen 600. Here, the alarm indicates that the counselor U21 has not browsed the received message even after a certain period of time. The terminal device 400 notifies the server 100 that the message has been viewed by the supervisor U31. Then, the process proceeds to step S71.

(S69) The server 100 determines whether or not the counselor U21 has accessed the incident within a certain period of time from the viewing time recorded in step S67. If there is access within a certain time from the browsing time, the process proceeds to step S70. If there is no access within a certain time from the browsing time, the process proceeds to step S71. When the server 100 proceeds to the process in step S71, the server 100 may notify the terminal device 400 of the instruction of the reply agency.

(S70) The terminal device 300 receives the input of the reply message by the counselor U21 on the incident response screen 800 of the terminal device 300 and transmits it to the server 100 (process for reply by the counselor U21). Then, the process proceeds to step S72.

(S71) The terminal device 400 receives the input of the reply message by the supervisor U31 on the incident response screen 800 of the terminal device 400 and transmits it to the server 100 (processing for the reply agency by the supervisor U31).

(S72) When the server 100 receives the reply message from the terminal device 300, the server 100 records the reply time of the counselor U21 in the storage unit 110. Alternatively, when the server 100 receives the reply message from the terminal device 400, the server 100 records the reply time of the supervisor U31 in the storage unit 110.

(S73) The server 100 transmits a reply message to the user terminal (that is, the terminal device 200).
In this way, the supervisor U31 can reply to the user U11 on behalf of the counselor U21 when the reading or replying of the message by the counselor U21 is delayed. Therefore, for example, even when the upper limit time for replying to the message reception from the user is set by the conditions of service provision, the reply can be made so as not to exceed the upper limit time.

Further, the terminal devices 300 and 400 can exchange messages between the counselor U21 and the supervisor U31 at an arbitrary timing via the server 100. For example, the terminal device 300 may accept the input of the consultation message addressed to the supervisor U31 by the counselor U21 and transmit it to the server 100 at the timing between the steps S66 and S70. In this case, the server 100 receives the consultation message and notifies the terminal device 400 that the new consultation message has been received. The terminal device 400 displays the notification and receives an instruction to acquire a consultation message from the supervisor U31. The terminal device 400 receives the content of the consultation message from the server 100 and notifies the supervisor U31. The terminal device 400 receives the input of the response message by the supervisor U31 in response to the consultation message, and transmits the response message to the server 100. Then, the server 100 transmits the response message to the terminal device 300. The counselor U21 can create a reply message to the user U11 with reference to the response message by the supervisor U31.

FIG. 19 is a diagram showing an example of transmitting a message. As mentioned above, there may be a plurality of users and counselors, and the supervisor U31 may supervise the counseling of a plurality of counselors at the same time. For example, consider the case where the supervisor U31 supervises the counselors U21 and U22. The counselor U21 is in charge of counseling the user U11. The counselor U22 is in charge of counseling the user U12. The terminal device 200a is a client computer used by the user U12. The terminal device 300a is a client computer used by the counselor U22.

For example, the terminal device 200 transmits the message M11 input by the user U11 to the server 100. The server 100 receives the message M11 and stores the message M11. The server 100 transmits the message M11a, which is a duplicate of the message M11, to the terminal device 400. Further, the server 100 transmits the message M11b, which is a duplicate of the message M11, to the terminal device 300.

Further, the terminal device 200a transmits the message M21 input by the user U12 to the server 100. The server 100 receives the message M21 and stores the message M21. The server 100 transmits the message M21a, which is a duplicate of the message M21, to the terminal device 400. Further, the server 100 transmits the message M21b, which is a duplicate of the message M21, to the terminal device 300a.

The terminal device 400 receives and displays the messages M11a and M21a. For example, the supervisor U31 selects an incident related to the user U11 on the supervisor screen 600, so that the incident response screen 800 including the content of the message M11a is displayed by the terminal device 400. Further, for example, the supervisor U31 selects an incident related to the user U12 on the supervisor screen 600, so that the incident response screen 800 including the content of the message M21a is displayed by the terminal device 400.

Further, the terminal device 300 receives and displays the message M11b. For example, the counselor U21 selects an incident related to the user U11 on the counselor screen 500, so that the incident response screen 800 including the content of the message M11b is displayed by the terminal device 300. The counselor U21 can input the consultation message M12 addressed to the supervisor U31 and have the terminal device 300 transmit it. The consultation message M12 is transmitted to the terminal device 400 via the server 100. The supervisor U31 confirms the content of the consultation message M12 on the incident response screen 800 of the incident regarding the user U11, and inputs a response message to the consultation message M12 to the terminal device 400. The response message is transmitted by the terminal device 400 and received by the terminal device 300 via the server 100. The server 100 stores the contents of these consultation messages and response messages.

The counselor U21 confirms the response message by the supervisor U31, and inputs the reply message M13 to the user U11 to the terminal device 300. The terminal device 300 transmits the reply message M13 to the server 100. The server 100 receives the reply message M13 and stores the reply message M13. The server 100 transmits the reply message M13 to the terminal device 200. The terminal device 200 presents the content of the reply message M13 to the user U11.

Similarly, the terminal device 300a receives and displays the message M21b. For example, the counselor U22 selects an incident related to the user U12 on the counselor screen 500, so that the incident response screen 800 including the content of the message M21b is displayed by the terminal device 300a. The counselor U22 can input the consultation message M22 addressed to the supervisor U31 and have it transmitted by the terminal device 300a. The consultation message M22 is transmitted to the terminal device 400 via the server 100. The supervisor U31 confirms the content of the consultation message M22 on the incident response screen 800 of the incident regarding the user U12, and inputs a response message to the consultation message M22 to the terminal device 400. The response message is transmitted by the terminal device 400 and received by the terminal device 300a via the server 100. The server 100 stores the contents of these consultation messages and response messages.

The counselor U22 confirms the response message by the supervisor U31, and inputs the reply message M23 to the user U12 into the terminal device 300a. The terminal device 300a transmits the reply message M23 to the server 100. The server 100 receives the reply message M23 and stores the reply message M23. The server 100 transmits the reply message M23 to the terminal device 200a. The terminal device 200a presents the content of the reply message M23 to the user U12.

Here, when an inexperienced counselor provides counseling alone, it is difficult to provide generous counseling to the user. Guidance to counselors is often given in group training, etc., and it is not easy to provide sufficient support by supervisors who have experience in the field. In particular, counseling on mental illness is often conducted in interviews. That is, counseling is often performed face-to-face by a counselor or a user who moves to a certain place. It is possible that the supervisor will be present at the counseling, but it is not realistic for the supervisor to be present at the counseling at all times.

For example, as a method of supervision by the supervisor U31, it is conceivable that the supervisor U31 simultaneously checks the video and audio of the counseling by the counselors U21 and U22. However, when the supervisor U31 supervises a plurality of counseling in parallel, it is difficult to check the video / audio of another counseling while checking the video / audio of one counseling.

Alternatively, e-mail may be used for counseling. However, if e-mail is used, the method of reading e-mail depends on the function of the mailer, and it is not always suitable for counseling. In particular, the supervisor manages the progress by visually observing a list of a large number of e-mails corresponding to the number of users by the mailer, which complicates the work. In addition, when the supervisor consults with the counselor by e-mail, it is necessary to identify who and when the e-mail was sent and create a reply, so it is easy for erroneous transmission to occur and it is subject to supervision. I can't increase the number of counselors. Furthermore, when the supervisor sends an e-mail to the user instead of the counselor, the sender seems to have changed. It is possible to use a mailing list, but the management of mailing list members becomes complicated and the scale of the service is limited.

On the other hand, the server 100 manages the counselor and the supervisor in charge of each incident by the incident management table 112, and can appropriately transmit the message of each incident to the terminal device of the counselor and the terminal device of the supervisor. According to the server 100, not only the counselors U21 and U22 but also the supervisor U31 can easily confirm the consultation contents input by the users U11 and U12.

In particular, according to the server 100, the supervisor U31 can confirm the consultation content by selecting an incident on the supervisor screen 600 of the terminal device 400 and viewing the content of each of the messages M11a and M21a. Therefore, for example, even when the supervisor U31 supervises the counseling by the counselors U21 and U22 at the same time, the messages from the users U11 and U12 in charge of the counselors U21 and U22 can be appropriately confirmed.

Further, the user U11, the counselor U21 and the supervisor U31 do not have to gather at the same place, and may not be present at the same time in front of the terminal devices 200, 300, 400 (user U12 and the supervisor U31). The same applies to the counselor U22). Therefore, it is possible to easily secure an opportunity for the counselor U21 (or the counselor U22) to receive guidance from the supervisor U31 with respect to the content of the message M11 (or the message M21).

In this way, according to the server 100, the quality of counseling for the users U11 and U12 can be improved.
Further, the server 100 transmits the message M11b to the terminal device 300 in response to the instruction input to the terminal device 300 by the counselor U21. Further, the server 100 transmits the message M11a to the terminal device 400 in response to the instruction input to the terminal device 400 by the supervisor U31. As a result, for example, the supervisor U31 can confirm the content of the message by focusing on the incidents in charge of the counselor (for example, the counselor U21) that he / she cares about.

Further, the server 100 transmits information indicating whether or not a reply message for the consultation content has been transmitted from the terminal device 300 to the terminal device 200, and when the reply message is transmitted, the reply message is transmitted to the terminal device 400. Thereby, for example, the supervisor U31 can confirm whether or not the counselor U21 has replied to the user U11 within a predetermined time in response to the consultation content from the user U11 by using the terminal device 400. Further, when there is a reply, the supervisor U31 can confirm the reply contents of the counselor U21 and supervise the counselor U21. Even if there is no reply, the supervisor U31 can give guidance to the counselor U21.

At this time, the server 100 sends a message exchanged between the counselor U21 and the supervisor U31 (that is, a message from the terminal device 300 to the terminal device 400 and a message from the terminal device 400 to the terminal device 300) to the terminal device 200. Restrict transmission. As a result, the exchange regarding guidance between the counselor U21 and the supervisor U31 can be performed separately from the exchange of consultation with the user U11. Therefore, it is not necessary for the user U11 to be aware of the communication between the counselor U21 and the supervisor U31.

Further, when there is no reply from the counselor U21 in response to the consultation content from the user U11, the server 100 receives the reply message input by the supervisor U31 instead of the counselor U21 from the terminal device 400, and receives the reply message from the terminal device 200. Send to. As a result, it is possible to prevent delays and omissions in responding to consultations from the user U11.

In addition, the person in charge of the incident currently being dealt with may be changed due to the circumstances of the counselor U21 and the supervisor U31. In this case, the server 100 can change the charge by changing the counselor ID or supervisor ID associated with the incident ID to another counselor or supervisor ID in the incident charge management table 112. As a result, the counselor or supervisor in charge of the incident can be easily changed, and the provision of counseling services can be facilitated.

The information processing of the first embodiment can be realized by causing the processing unit 1b to execute the program. Further, the information processing of the second embodiment can be realized by causing the processor 101 to execute the program. The program can be recorded on a computer-readable recording medium 13.

For example, the program can be distributed by distributing the recording medium 13 on which the program is recorded. Alternatively, the program may be stored in another computer and distributed via the network. For example, the computer may store (install) a program recorded on the recording medium 13 or a program received from another computer in a storage device such as a RAM 102 or an HDD 103, read the program from the storage device, and execute the program. good.

1 Counseling support device 1a Storage unit 1b Processing unit 2, 3, 4 Terminal equipment 5 Network 6 Management information U1 Client U2 Counselor U3 Supervisor M1 Incident notification M2 Incident ID notification M3, M3a, M3b Message

Claims (11)

A storage unit that stores a first identification information indicating a counselor who provides counseling and a second identification information indicating a supervisor who supervises the counselor.
Upon receiving the incident notification from the first terminal device used by the client receiving counseling, the third identification information indicating the incident is transmitted to the first terminal device, and the first, the second and the said. When the management information associated with the third identification information is stored in the storage unit and the message related to the third identification information is received from the first terminal device, the third identification is based on the management information. A processing unit that transmits the message to the second terminal device corresponding to the first identification information associated with the information and the third terminal device corresponding to the second identification information.
Counseling support device with. The processing unit receives another message related to the third identification information from the second terminal device, and based on the management information, sends the first terminal device and the third terminal device to the third terminal device. The counseling support device according to claim 1, which transmits another message. The processing unit determines whether or not the notification that the message has been viewed by the counselor has been received from the second terminal device by the time when the first time elapses from the reception time of the message. The counseling support device according to claim 1, wherein if the notification is not received by the lapse of the first time, the first warning is transmitted to the third terminal device. The processing unit determines whether or not the counselor has replied to the message by the time when the second time elapses from the viewing time of the message by the counselor, and until the second time elapses. The counseling support device according to claim 3, wherein a second warning is transmitted to the third terminal device when the reply is not made to the third terminal device. When the processing unit receives an instruction from the third terminal device to limit the transmission of the first message from the second terminal device to the first terminal device, the processing unit receives the instruction from the third terminal device to the second terminal device. The counseling support device according to claim 1, which makes it impossible to input the message of 1. The processing unit receives the second message related to the third identification information from the third terminal device after disabling the input of the first message in the second terminal device, and manages the second message. The counseling support device according to claim 5, wherein the second message is transmitted to the first terminal device and the second terminal device based on the information. The processing unit receives a third message related to the third identification information from the second terminal device to the third terminal device, and from the third terminal device to the second terminal device. The counseling support according to claim 1, wherein the fourth message related to the third identification information is received, and the transmission of the third message and the fourth message to the first terminal device is restricted. Device. The processing unit notifies that the content of the reply has been viewed by the client by the time when the third time elapses from the time of reply to the message by the second terminal device or the third terminal device. The counseling according to claim 1, wherein it is determined whether or not the first terminal device has received the notification, and if the notification has not been received by the lapse of the third time, a third warning is output. Support device. The first terminal device used by the client receiving counseling,
A second terminal device used by a counselor who provides counseling,
A third terminal device used by the supervisor who supervises the counselor,
Upon receiving the incident notification from the first terminal device, the first identification information indicating the incident is transmitted to the first terminal device, and the second identification information indicating the counselor and the third identification information indicating the supervisor are indicated. When the management information for associating the identification information with the first identification information is stored in the storage unit and a message related to the first identification information is received from the first terminal device, the management information is based on the management information. The message is transmitted to the second terminal device corresponding to the second identification information associated with the first identification information and the third terminal device corresponding to the third identification information. Counseling support device and
Counseling support system with. Upon receiving the incident notification from the first terminal device used by the client, the first identification information indicating the incident is transmitted to the first terminal device.
The storage unit stores the second identification information indicating the counselor in charge of counseling of the client, the third identification information indicating the supervisor supervising the counselor, and the management information associated with the first identification information.
When a message related to the first identification information is received from the first terminal device, a second identification information corresponding to the second identification information associated with the first identification information is obtained based on the management information. The message is transmitted to the terminal device and the third terminal device corresponding to the third identification information.
A counseling support program that lets a computer perform processing. The computer
Upon receiving the incident notification from the first terminal device used by the client, the first identification information indicating the incident is transmitted to the first terminal device.
The storage unit stores the second identification information indicating the counselor in charge of counseling of the client, the third identification information indicating the supervisor supervising the counselor, and the management information associated with the first identification information.
When a message related to the first identification information is received from the first terminal device, a second identification information corresponding to the second identification information associated with the first identification information is obtained based on the management information. The message is transmitted to the terminal device and the third terminal device corresponding to the third identification information.
Counseling support method.

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