JPH07321908A - System for displaying working rate of reception operator of acd dedicated telephone set - Google Patents

Abstract

PURPOSE:To display the working rate of the reception operator of an ACD dedicated telephone set as occasion demands as necessary. CONSTITUTION:This system consists of a private branch electronic exchange with an ACD function 10, ACD dedicated telephone sets 201 to 20n, and MIS 100. MIS 100 is provided with a recording processing program 110 recording the identification code of each ACD dedicated telephone set 201 to 20n and each of its reception operator, starting and finishing times of use, and information on the processing time of incoming call during using time by each ACD dedicated telephone set. MIS 100 is also provided with a working rate calculation program 112 calculating the working rate of the reception operator by means of recorded information on the processing time of the incoming call and passing time from the use starting time to the use finishing time or the point of a present time at prescribed intervals or when the calculation is instructed from outside. Furthermore, MIS 100 is provided with an input/output control program 114 displaying the working rate of each reception operator of the arithmetic result, a console 150, a printer 160 and a display board 162.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a management information system for a private branch exchange, which has a function of automatically distributing incoming calls evenly to a plurality of multifunctional dedicated telephones, hereinafter referred to as ACD, hereinafter referred to as MIS. In particular, the present invention relates to a receiver telephone utilization rate display system for the dedicated telephone, hereinafter referred to as an ACD dedicated telephone.

[0002]

2. Description of the Related Art A conventional private branch exchange with an ACD function is disclosed in, for example, Japanese Patent Laid-Open No. 59-501931, "AC.
As disclosed in "D Management Information System", an MIS, that is, a minicomputer as a base, is connected to a private electronic exchange via the private branch exchange.
It has a system that collects statistics on incoming calls for CD-only phones.

As shown in FIG. 4, this system is composed of a display, a processor and a data link circuit, and is a database circuit for receiving and storing information of an incoming call of an agent position, which is a multifunctional ACD dedicated telephone.
It includes a manager circuit for processing information in the database and a terminal circuit for displaying the processed information on a display.

Conventionally, the MIS has been used for calculating the waiting probability of incoming calls for efficient design and operation of the ACD function, detecting incoming calls waiting for a long time, etc. (for example, in the above-mentioned reference). In addition, JP-A-60-81997,
JP-A-60-87597, JP-A-61-24362, JP-A-62-272646, JP-A-3-121543, and JP-A-4-172835).

[0005]

These statistical processes are
Generally, the aggregation interval is 1 in order to obtain statistical accuracy.
Many of them are printed out by a printer by a batch process for a relatively long period such as shift, one day, one lap, and January, and the output of the operating rate of the reception handler was also the same. But AC
Unlike the conventional switch operator specialized in telephone exchanges, the receptionist of D-dedicated telephones often changes the handling time per case and also performs other tasks, so the operating rate fluctuates greatly. , The manager must frequently recognize the current situation of the receptionist.

An object of the present invention is to provide an ACD-only telephone reception operator operating rate display system in which an administrator can obtain the operating rate for each receiving operator as needed.

[0007]

The ACD-only telephone reception operator operating rate display system of the present invention is a record for recording an identification code for each ACD-only telephone and its reception operator, and a use start time and a use end time. Means, a recording means for recording the processing information of the incoming call during the usage time for each ACD-dedicated telephone, and a predetermined time interval, or when instructed from the outside,
It has a calculating means for calculating the operation rate of each reception operator from the recorded processing time information of the incoming call, the use start time and the use end time, and a display means for displaying the operation rate of the operation result of each reception operator. .

Further, it is preferable that the calculation means calculates the calculation start time as the use end time of the ACD-dedicated telephone being used and the receptionist at the calculation start time.

Further, the display means can display the operating rate for each receptionist in a graph.

[0010]

The operator of the ACD-dedicated telephone receptionist operator can display the operating rate for each receptionist operator on the display means at any time by giving an instruction from a predetermined time interval or from the outside.

Further, the operating rate for each receptionist who is receiving and handling at the time of display can be displayed as the operating rate up to that point.

Further, the operating rate can be displayed as a graph.

[0013]

Embodiments of the present invention will now be described with reference to the drawings.

FIG. 1 is a system block diagram of one embodiment of the present invention, FIG. 2 is a table of a receptionist person in the database of the embodiment shown in FIG. 1, and FIG. 3 is an example of an operation rate display for each receptionist person.

In FIG. 1, the system of this embodiment is A
It comprises a private branch exchange 10 with a CD function, ACD dedicated telephones 20 1 to 20 n, and a MIS 100.

Further, the MIS 100 has a recording means for recording in the memory 120 the identification codes for each ACD-dedicated telephone set 201 to 20n and its receptionist, the use start time and the use-end time, and the usage time for each ACD-dedicated telephone set. Recording processing program 110, which is a recording means for recording the processing information of the incoming call of the terminal in the memory 120, the processing time information of the incoming call recorded at a predetermined time interval or when instructed from the outside by the console 150, and An operation rate calculation program 112, which is a calculation means for calculating the operation rate of each reception operator according to the elapsed time from the start time to the end time of use or the current time, and the operation rate of the operation result of each operation operator 160, and the input / output control program 114 which is a display means for displaying on the display panel 162.

FIG. 2 is a receptionist table which is a part of the database of the MIS 100.
1 to 20n identification code for each machine 121, identification code 122 for each receptionist, use start time 123, use end time 124, incoming call handling cumulative time 125, incoming call handling incidental cumulative time 126, previous calculation result Availability factor X1 12
7, data such as X2 128 is stored.

Next, the operation of this embodiment will be described.

The receptionist is seated and the ACD telephone 2
When the reception operator identification code is input to any of 0, the reception operator identification code, the identification code of the ACD-only telephone 20, the logon information such as the use start time, and the like are recorded by a well-known interface program. Is sent to the MIS 100 and is recorded in the memory 120 by the recording processing program 110. While the receptionist is using the ACD dedicated telephone set 20, the private electronic exchange 10 with the ACD function transfers the information of the incoming call to the ACD dedicated telephone set 20 to the MIS 100, and the memory 120
Will be updated.

The operating rate calculation program 112 is operated according to a predetermined time interval or an instruction input from the consol 150.
Operates, and the operating rates X1 and X
2 is calculated, and the calculation result is stored in the memory 120.

X1 = T1 / TO x 100 (%) (1) X2 = (T1 + T2) / TO x 100 (%) (2) However, TO is cumulative time from the start time of use, and T1 is incoming call handling. , T2 is the cumulative time of incidental operations such as memo writing for handling incoming calls (the unit is seconds).

Next, by the input / output control program 114, the operating rates X1 and X2 for each reception operator are stored in the memory 12.
It is read from 0, converted to a predetermined format, and
50, the printer 160, and the display board 162.

Display means consol 150 and printer 16
0 can display the operating rate of each receptionist by a bar graph or a pie chart as shown in FIG. 3 in addition to the numerical value. The display panel 162 indicates that the operating rate exceeds a predetermined control limit. It can also be displayed by voice.

[0024]

As described above, according to the present invention, when each receptionist starts using the ACD dedicated telephone, the AC
D Record the identification numbers of the dedicated telephone and the receptionist and the use start time, record the processing time information of the incoming call for each ACD-dedicated telephone during use, and each receptionist finishes using the ACD-dedicated telephone. At the time of recording, record the identification number of the ACD-only telephone and the receptionist and the end-of-use time, and at a predetermined time interval or when instructed from the outside,
By calculating the operating rate by reception operator from the recorded processing time information of incoming calls, use start time and use end time, and displaying the operation rate by reception operator of the calculation result,
Since the operating rate for each receptionist can be obtained as needed at any time, there is a management effect that the administrator can quickly take measures against the problem.

Further, since the calculation means can calculate and display the calculation start time as the use end time of the dedicated telephone and the receptionist who are in use at the time of the calculation start, everyone including the receptionist who is in operation can calculate it. There is an effect that the utilization rate of can be obtained and the system resources can be efficiently managed.

Further, since the display means can display the operating rate for each receptionist in the form of a graph, there is an effect that the problem can be grasped even in the case of a real-time display which changes momentarily.

[Brief description of drawings]

FIG. 1 is a system block diagram of an embodiment of the present invention.

2 is a receptionist table of the database of the embodiment of FIG. 1. FIG.

FIG. 3 is an example of an operation rate display for each receptionist.

FIG. 4 is a block diagram of an example of a conventional private electronic exchange system with an ACD function.

[Explanation of symbols]

 10 Private branch exchange with ACD function 201 to 20n ACD dedicated telephone 100 MIS 110 Recording processing program 112 Operating rate calculation program 114 Input / output control program 120 Memory 150 Consol 160 Printer 162 Display panel

Claims (4)

[Claims] 1. An automatic incoming call equal distribution for uniformly distributing incoming calls to a plurality of multifunctional dedicated telephones, hereinafter referred to as ACD,
In the display method of the management information system of the private branch exchange having the function of, when each receptionist starts using the dedicated telephone,
The identification numbers of the dedicated telephone and the receptionist and the start time of use are recorded, and the processing time information of the incoming call for each dedicated telephone during the use time is recorded, and each receptionist finishes the use of the dedicated telephone. When I did
It records the identification numbers of the dedicated telephone and the receptionist, and the end-of-use time, and at a predetermined time interval or when instructed from outside, the recorded processing time information of the incoming call, start-of-use time and end-of-use time. An operation rate display method for an ACD-only telephone reception operator, wherein the operation rate for each reception operator is calculated, and the operation rate for each reception operator of the calculation result is displayed. 2. An automatic incoming call equal distribution, which uniformly distributes incoming calls to a plurality of multifunctional dedicated telephones, hereinafter referred to as ACD.
In the display method of the management information system of the private branch exchange having the function of, the identification code for each of the dedicated telephone and its receptionist,
Recording means for recording the use start time and the use end time, a recording means for recording the processing time information of the incoming call during the use time of each dedicated telephone, a predetermined time interval, or when instructed from the outside, Calculation means for calculating the operation rate of each reception operator based on the recorded processing time information of the incoming call, use start time and use end time, and display means for displaying the operation rate of each reception operator of the operation result An ACD dedicated telephone reception operator operating rate display system characterized by having: 3. The ACD-dedicated telephone receptionist operating rate display system according to claim 2, wherein the calculation means calculates the calculation start time as the use end time of the dedicated telephone and the receptionist who are using the calculation start time. . 4. The A according to claim 2 or 3, further comprising display means for displaying a utilization rate by receptionist in a graph.
CD dedicated telephone reception operator utilization rate display method.