KR20200080590A - Computing device for executing smart contact center service - Google Patents

Abstract

Disclosed is a computing device for performing a smart contact center service. The computing device according to the disclosed embodiment includes: a user authentication module in which an application for counseling business is installed, and which transmits log-related information of a counselor to a management server; and a security management module that displays a work pledge on a screen when the counselor approaches the application for counseling work and receives the signature for the work pledge from the counselor. Therefore, it is possible monitor external counselors.

Description

Computing device for performing smart contact center service {COMPUTING DEVICE FOR EXECUTING SMART CONTACT CENTER SERVICE}

Embodiments of the present invention relate to smart contact center technology.

In general, many institutions, such as financial institutions and public institutions, operate contact centers to facilitate customer convenience. Existing contact centers are operated in such a way that a number of consultants gather in the office space provided by the institution to answer customer calls. However, in the existing contact center, a large number of counselors gather in a limited space to conduct counseling, and the working environment is poor, and each counselor has the hassle of commuting to and from work. In addition, the importance of the working environment of the contact center has been emphasized due to recent issues of emotional labor issues.

Korean Patent Publication No. 10-2017-0057750 (2017.05.25)

An embodiment of the present invention is to provide a smart contact center service system capable of monitoring an external counselor.

A computing device according to an embodiment disclosed has a memory for storing one or more processors and one or more programs executed by the one or more processors, and is a computing device for a smart contact center service, an application for consultation service Is installed, the user authentication module for transmitting the log-related information of the counselor to the management server; And a security management module that displays a work pledge on the screen when the counselor accesses the counseling application and receives a signature for the work pledge from the counselor.

The computing device is a computing device for counseling work of a counselor working at home, and the work pledge includes one or more of an unauthorized departure from the consultation space, a secret information leakage prohibition, and a compensation item in case of information leakage, the security The management module may switch the mode of the application for consultation work from the lock mode to the normal mode upon completion of the signature of the work pledge.

The computing device may further include an alarm management module that generates an alarm by receiving one or more of an alarm signal related to a work attitude and an abnormal consultation situation from an external device.

The alarm management module generates an abnormal consultation situation alarm with respect to the abnormal consultation situation related signal, and the abnormal consultation situation alarm is provided to be terminated by the counselor, and the user authentication module is configured to generate the abnormal consultation situation alarm. If it is not terminated for a set time, the counselor is forced to log out and the forced logout information can be transmitted to the management server.

A computing device according to another disclosed embodiment includes one or more processors, and a memory for storing one or more programs executed by the one or more processors, and as a computing device for a smart contact center service, an independent consultation space A communication module receiving counselor status information, log-related information, and a consultation space photographed image of the counselor from a counselor terminal installed in the counselor; A counselor status checking module for checking the counselor's working attitude abnormality based on at least one of the counselor status information, the log-related information, and the counseling space photographed image; And an abnormal counseling situation checking module for acquiring a voice recording file between a customer terminal and the counselor terminal, and checking whether an abnormal counseling situation is based on at least one of the voice recording file and the counseling space photographed image.

The counselor status check module may determine that the counselor is in an abnormal working attitude when log-in and log-out are repeated more than a preset number of times during the preset working hours of the counselor.

When receiving forced logout information from the counselor terminal, the counselor status confirmation module may determine that the counselor is in an abnormal working attitude if log-in information is not received within a preset time.

The counselor status check module compares the counselor status information received from the counselor terminal and the counselor status according to the preset work scheduling information of the counselor or the analysis result of the counseling space photographed image, and if the counselor status does not match, the counselor works It can be judged that the attitude is abnormal.

The abnormal consultation status confirmation module analyzes the voice recording file, extracts a customer voice section and a counselor's voice section, and checks whether there is a voice above a predetermined level in one or more of the customer voice section and the counselor's voice section, and When there is a voice above a predetermined level, it may be determined that the situation is abnormal.

The abnormal consultation status check module analyzes the voice recording file, extracts a customer voice section and a counselor's voice section, and the customer voice section in the voice recording file continues for a predetermined time or longer or the counselor's voice section is a preset time If there is no abnormality, it can be determined that the situation is abnormal.

The abnormal consultation situation confirmation module may analyze the consultation space photographed image to determine that the ambient noise is greater than or equal to a preset noise level.

The computing device may further include a counselor evaluation module that performs a work evaluation based on one or more of the log-related information, the work attitude abnormal state, and the abnormal counseling situation for the counselor.

The counselor evaluation module counts the number of repetitions of log-in and log-out during the working hours of the counselor based on the log-related information, and the number of forced log-outs, the number of times the work attitude is abnormal, and the number of occurrences of the abnormal counseling situation Counts, and performs work evaluation for the counselor based on one or more of the number of repetitions of log-in and log-out during the working time, the number of forced log-out, the number of abnormal state of the working attitude, and the number of occurrence of the abnormal counseling situation. Can.

A computing device according to another disclosed embodiment includes a memory for storing one or more processors and one or more programs executed by the one or more processors, and as a computing device for a smart contact center service, an independent space Includes an agent monitoring module that configures a monitoring screen for managers so that they can monitor agents performing consultations, wherein the agent monitoring module includes calls, breaks, post-processing, waiting, attendance, meals, login, and logout. Of the counselor status information including at least one of the counselor status information of each counselor is displayed on the screen.

The counselor monitoring module may display a work attitude abnormal status notification on the screen when the counselor is in an abnormal working attitude as a result of comparing the status information of the counselor with preset scheduling information of the counselor.

The counselor monitoring module, when the counselor is in an abnormal state of the work attitude as a result of comparison of the counselor state according to the analysis result of the counseling state information and the photographed image of the counseling space, displays a notification of the abnormal state of the work attitude on the screen, and the counseling space An image link capable of displaying the captured image may be displayed on the screen.

The counselor monitoring module may display an abnormal counseling situation notification on the screen when the counselor is in an abnormal counseling situation, as a result of analysis of a voice recording file between the customer terminal and the counselor terminal and the counseling space photographed image.

The computing device includes a work report module for managing the work status of each counselor based on log-related information of each counselor and preset work scheduling information of each counselor; And a counselor management module that manages counselor information for each counselor.

Computing device according to another embodiment disclosed, the storage unit for storing a computer program; And a transmission unit for transmitting the computer program to a distribution server, wherein the computer program comprises: causing the counselor terminal to transmit log-related information of the counselor to the management server; Displaying a work pledge on the screen when the counselor's consultation application is accessed; And it is a computer program to perform the step of receiving a signature for the work pledge from the counselor.

Computing device according to another embodiment disclosed, the storage unit for storing a computer program; And a transmission unit that transmits the computer program to a distribution server, wherein the computer program comprises the steps of configuring a monitoring screen for an administrator to allow an administrator terminal to monitor counselors performing consultation in an independent space. Step of configuring, and configuring the screen, each of the counselor status information of the counselor status information including one or more of call, break, post-processing, waiting, attendance, meal, log-in, and log-out on the screen And displaying.

According to the disclosed embodiment, the management server monitors the working status or abnormal consultation status of the counselors working at a remote location based on the photographing space of the consultation space, the audio recording file, the log-related information, the status of the counselor, etc. They will be able to apply for their working situation and needs regardless of distance.

In addition, by configuring the monitoring screen for the manager on the manager terminal, the manager can check the status of not only the internal counselors, but also external counselors who are physically separated at a glance, so that the external counselors are the same as the internal counselors in operations management and counselor support. I can do it.

1 is a view showing the configuration of a smart contact center service system according to an embodiment of the present invention
2 is a view showing the hardware configuration of an external counselor terminal installed in a home according to an embodiment of the present invention
Figure 3 is a block diagram showing the configuration of a smart device according to an embodiment of the present invention
4 is a view showing a state in which a work pledge is displayed on a screen in a smart device according to an embodiment of the present invention
5 is a block diagram showing the configuration of a management server according to an embodiment of the present invention
6 is a block diagram showing the configuration of a manager terminal according to an embodiment of the present invention
7 is a view showing a monitoring screen for an administrator according to an embodiment of the present invention
FIG. 8 is a view showing a state in which a counseling space photographed image of a predetermined counselor is displayed in an embodiment of the present invention.
9 is a view showing a state of managing the working status of a predetermined counselor in an embodiment of the present invention
10 is a view showing a list of counselor information for each counselor in one embodiment of the present invention
11 is a block diagram illustrating and illustrating a computing environment including a computing device suitable for use in example embodiments.
12 is a block diagram showing the configuration of a computer program transmission apparatus according to an embodiment of the present invention

Hereinafter, specific embodiments of the present invention will be described with reference to the drawings. The following detailed description is provided to aid in a comprehensive understanding of the methods, devices and/or systems described herein. However, this is only an example and the present invention is not limited thereto.

In describing the embodiments of the present invention, when it is determined that a detailed description of known technology related to the present invention may unnecessarily obscure the subject matter of the present invention, the detailed description will be omitted. In addition, terms to be described later are terms defined in consideration of functions in the present invention, which may vary according to a user's or operator's intention or practice. Therefore, the definition should be made based on the contents throughout this specification. The terminology used in the detailed description is only for describing embodiments of the present invention and should not be limiting. Unless expressly used otherwise, a singular form includes a plural form. In this description, expressions such as “including” or “equipment” are intended to indicate certain characteristics, numbers, steps, actions, elements, parts or combinations thereof, and one or more other than described. It should not be interpreted to exclude the presence or possibility of other characteristics, numbers, steps, actions, elements, or parts or combinations thereof.

In the following description, terms such as “transmission”, “communication”, “transmission”, “reception”, and the like of a signal or information are not only those in which a signal or information is directly transmitted from one component to another. This includes passing through other components. In particular, "sending" or "transmitting" a signal or information to a component indicates the final destination of the signal or information and does not mean a direct destination. The same is true for the "reception" of a signal or information. Also, in this specification, when two or more pieces of data or information are “related” means that acquiring one piece of data (or information) can acquire at least part of the other piece of data (or information) based on it.

Further, terms such as first and second may be used to describe various components, but the components should not be limited by the terms. The terms may be used for the purpose of distinguishing one component from other components. For example, the first component may be referred to as a second component without departing from the scope of the present invention, and similarly, the second component may also be referred to as a first component.

1 is a view showing the configuration of a smart contact center service system according to an embodiment of the present invention.

Referring to FIG. 1, the smart contact center service system 100 includes a customer terminal 102, a management server 104, an internal counselor terminal 106, an external counselor terminal 108, and an administrator terminal 110. Can.

The customer terminal 102 and the external counselor terminal 108 may be communicatively connected to the management server 104 through the communication network 150. In some embodiments, communication network 150 may be the Internet, one or more local area networks, wide area networks, cellular networks, mobile networks, other types of networks, or such networks. It can include a combination of.

In addition, the management server 104, the internal counselor terminal 106, and the manager terminal 110 may be interconnected to one local network (ie, an internal network) in a given offline contact center.

In the disclosed embodiment, the internal counselor terminal 106 is a terminal provided in the offline contact center, and may be, for example, a terminal of an counselor (internal counselor) working in the offline contact center.

The external counselor terminal 108 is a terminal provided outside the offline contact center, and may be, for example, a terminal of a counselor (external counselor) who works from home. That is, the external counselor terminal 108 may be installed in the home of the external counselor. Here, that the external counselor terminal 108 is installed in the external counselor's home does not necessarily mean that it is installed in the external counselor's residence, and includes being installed in an independent space for counseling separate from the offline contact center. .

The external counselor terminal 108 may be connected to the management server 104 through an external network. A detailed description of the configuration and operation of the external counselor terminal 108 will be described later with reference to FIGS. 2 and 3.

Meanwhile, the smart contact center service system 100 is an additional device (for example, a private exchange) for connecting a customer consultation request of the customer terminal 102 to one of the internal counselor terminal 106 and the external counselor terminal 108. (Private Branch Exchange), CTI (Computer Telephony Integration) terminal, IVR (Interactive Voice Response) terminal, and the like, but the details of this are out of the scope of the present invention, detailed description thereof will be omitted.

The customer terminal 102 is a terminal used by a customer, and the customer terminal 102 may connect to the management server 104 and transmit a customer consultation request. The customer consultation request may include an identification number of the customer terminal 102 and a customer consultation category. Here, the customer consultation category may be classification information about a field or content that the customer wants to consult.

In an exemplary embodiment, the customer terminal 102 may transmit a customer consultation request through a phone call, email, social network service (SNS), text message, or the like. Hereinafter, it will be described as an embodiment that the customer terminal 102 transmits a customer consultation request through a telephone call. The customer terminal 102 may include various types of communication devices (eg, a smart phone, a personal computer (PC), a notebook computer, a tablet PC, etc.) that can be connected to the management server 104.

The management server 104 may acquire status information of the corresponding counselor (that is, CTI counselor status information) from the internal counselor terminal 106 and the external counselor terminals 108, respectively. Here, the counselor status information may include information related to the counselor's status, such as during counseling, waiting, post-processing, resting, eating, and being seated.

The management server 104 may check whether the external counselor's work attitude is abnormal based on one or more of log-related information of the external counselor terminal 108, a consultation space photographed image, and counselor status information. In addition, the management server 104 may check whether an abnormal consultation situation is based on at least one of a voice recording file and a consultation space photographed image between the customer terminal 102 and the external counselor terminal 108. In addition, the management server 104 may perform work evaluation of each external counselor. A detailed description of the configuration and operation of the management server 104 will be described later with reference to FIG. 5.

The manager terminal 110 may be a terminal of an administrator who manages an internal counselor and an external counselor. In an exemplary embodiment, the manager terminal 110 may be provided in an offline contact center, but is not limited thereto, and may be installed in the manager's home when the manager works from home. The manager terminal 110 may be equipped with an application for managing an agent for monitoring and managing agents. A detailed description of the configuration and operation of the manager terminal 110 will be described later with reference to FIG. 6.

2 is a view showing a hardware configuration of an external counselor terminal installed in a home according to an embodiment of the present invention.

2, the external counselor terminal 108 includes a monitor 111, an input device 113, a headset 115, a web cam 117, a docking station 119, and a smart device 121 can do.

An external counselor for telecommuting can provide a separate and independent space (consultation space) to perform customer consultation and secure security in the home. The external counselor terminal 108 may be installed in the consultation space. The consultation space may be a place where a door lock is provided to prevent intrusion by others.

The monitor 111 may be connected to the smart device 121 through the docking station 119. In this case, a screen of the smart device 121 may be displayed on the monitor 111. That is, the screen of the smart device 121 and the screen of the monitor 111 may be linked.

The input device 113 may include a keyboard and a mouse. The input device 113 may be connected to the monitor 111 wirelessly or wiredly. The external counselor may input necessary matters or counseling content through the input device 113.

The headset 115 may be provided to be worn by an external counselor on the head and perform counseling. The headset 115 may include a headphone (or earphone) and a microphone so that an external counselor can speak to the customer.

The web cam 117 may be provided in front of an external counselor in the work space. In an exemplary embodiment, the web cam 117 is installed on the top of the monitor 111 and may be provided to photograph a counseling space such as an external counselor's face and an external counselor's surroundings. The web cam 117 may transmit the consultation space photographed image to the management server 104. The web cam 117 may include an external counselor's face tracking and motion detection function.

The docking station 119 may connect the smart device 121 and the monitor 111. The docking station 119 may be provided in various forms that perform a function of connecting the smart device 121 and the monitor 111. For example, the docking station 119 may be used in such a way that the smart device 121 is connected to the docking station 119 through a connector or the like, and is implemented in the form of a pad to put the smart device 121 on. It can also be used.

The smart device 121 may be a terminal carried by an external counselor for telecommuting. For example, the smart device 121 may include a smart phone or a tablet PC. The smart device 121 may be equipped with an operating system such as Apple's iOS or Google's Android. The smart device 121 may be installed with an application (an application for consultation work) to provide a consultation service at home.

The smart device 121 may be connected to a call infrastructure through a mobile communication network such as LTE (Long Term Evolution) or 5G. In an exemplary embodiment, the external counselor performs a consultation task with the smart device 121 in a smart contact center (a place where multiple counselors gather and receive customer consultation) in a certain place, and then returns home with the smart device 121. You can also come and perform counseling.

That is, since the smart device 121 is connected to the call infrastructure through a mobile communication network such as LTE or 5G, rather than the existing wired telephone network, an external counselor can go home even while performing a consultation with the smart device 121 in the smart contact center. Go to the smart device 121 will be able to continue to perform the consultation.

The smart device 121 may be equipped with a web browser such as "Internet Explorer" of Microsoft, "Chrome" of Google. The smart device 121 may communicate with the management server 104 through Web Real Time Communication (WebRTC) provided by a web browser.

Also, the smart device 121 may be provided to perform a Mobile Device Management (MDM) function. The consultation service application may include a set of commands for performing an MDM function. When the smart device 121 is lost or stolen, when the remote deletion command is received, the smart device 121 may be provided to delete the application for consultation.

The application for consultation work may be stored in a computer-readable storage medium of the smart device 121. The application for consultation work includes a predetermined set of instructions executable by the processor of the smart device 121. The command may cause the processor of the smart device 121 to perform an operation according to an exemplary embodiment. The computer readable storage medium of the smart device 121 includes components of an operating system for executing a set of instructions, such as the application for consultation services, on the smart device 121. For example, such an operating system may be Apple's iOS or Google's Android.

3 is a block diagram showing the configuration of a smart device according to an embodiment of the present invention.

Referring to FIG. 3, the smart device 121 may include a user authentication module 131, a security management module 133, an agent status input module 135, and an alarm management module 137.

The user authentication module 131 may authenticate a user of the smart device 121. In an exemplary embodiment, the user authentication module 131 may check whether a user who is trying to use the smart device 121 is a pre-registered user (ie, an external counselor) when a preset event occurs. Here, the preset event may occur when the application for consultation service installed on the smart device 121 is driven or when the smart device 121 is unlocked. The user authentication module 131 may notify the management server 104 if the user authentication fails more than a preset number of times.

The user authentication module 131 may record log-in and log-out information for an application for consultation work of a corresponding external counselor. The log-in and log-out information may be transmitted to the management server 104.

When the preset condition is satisfied, the user authentication module 131 may perform forced logout for the application for consultation. For example, when an abnormal consultation situation alarm is generated by the alarm management module 137, the user authentication module 131 may force the corresponding external counselor to log out if the abnormal consultation situation alarm is not terminated for a preset time.

The user authentication module 131 may transmit the forced logout information to the management server 104 when the corresponding external counselor is forcibly logged out. When the external authentication agent attempts to log in after the forced logout, the user authentication module 131 allows the user to log in again only when receiving the approval for the login from the administrator terminal 110 managing the external counselor. Can.

The security management module 133 may manage the security state of the smart device 121. For example, the security management module 133 may allow only the software signed or authorized by the administrator set in the smart device 121 to be installed. In addition, the security management module 133 may update the security patch of the operating system of the smart device 121 to the latest one.

In addition, when the external counselor executes the application for consultation work, the security management module 133 may display the work pledge on the screen to receive a signature of the work pledge from the external counselor.

4 is a diagram illustrating a state in which a work pledge is displayed on a screen in a smart device according to an embodiment of the present invention. Referring to FIG. 4, the work pledge may include items such as prohibition of unauthorized departure of the consultation space, prohibition of leakage of confidential information, and compensation for damages in case of information leakage. In an exemplary embodiment, the work pledge may be prepared to directly fill out the contents of items such as the prohibition of unauthorized departure of the counseling space, the disclosure of confidential information, and the compensation for damages when the information is leaked.

The security management module 133 may maintain an application for consultation work in a lock mode until a signature for a work pledge is input from an external counselor. The security management module 133 may switch to the normal mode by unlocking the application for consultation work when the signature for the work pledge is completed from the external counselor.

When the item to be input by the external counselor is missing, the security management module 133 may display the missing item on the screen so that the corresponding item is created. The security management module 133 may display a wrong input state of the corresponding item on the screen when the content of the predetermined item is incorrectly entered in the work pledge, so that the corresponding item is rewritten. The security management module 133 may transmit the signature completion status of the work pledge of the external counselor to the management server 104.

The counselor status input module 135 may receive counselor status information from a corresponding external counselor. Each external counselor can input any one of his/her counselor status information, such as during counseling, waiting, post-processing, resting, eating, and seating. The counselor status input module 135 may transmit the counselor status information of the external counselor to the management server 104.

The alarm management module 137 may generate an alarm when an alarm signal is received from the management server 104. The alarm signal may include one or more of an alarm signal related to a work attitude and an alarm signal related to an abnormal counseling situation. The alarm management module 137 may generate a work attitude alarm through one or more of a screen output and a sound output when the work attitude related alarm signal is received from the management server 104.

When the alarm management module 137 receives an alarm signal related to an abnormal consultation situation from the management server 104, the alarm management module 137 may generate an abnormal consultation situation alarm through one or more of screen output and sound output. Here, the abnormal counseling situation alarm may be provided so that the external counselor can terminate the alarm.

5 is a block diagram showing the configuration of a management server according to an embodiment of the present invention.

Referring to FIG. 5, the management server 104 may include a communication module 141, a counselor status checking module 143, an abnormal counseling situation checking module 145, and a counselor evaluation module 147.

The communication module 141 may be communicatively connected to the customer terminal 102, the internal counselor terminal 106, and the external counselor terminal 108, respectively. The communication module 141 may receive a customer consultation request from the customer terminal 102. The communication module 141 may receive counselor status information from the internal counselor terminal 106 and the external counselor terminal 108, respectively. The communication module 141 may receive a consultation space photographed image from the external counselor terminal 108. The communication module 141 may receive log-related information (login information, logout information, and forced logout information) from the external counselor terminal 108.

The communication module 141 may transmit an image of a consultation space of the external counselor terminal 108 to the manager terminal 110 managing the external counselor. The communication module 141 may transmit the agent status information of the external counselor terminal 108 to the manager terminal 110 managing the external counselor.

The counselor status confirmation module 143 may check whether the external counselor's working attitude is abnormal based on one or more of log-related information of the external counselor terminal 108, an image of a counseling space, and counselor status information.

In an exemplary embodiment, the counselor status confirmation module 143 may compare the log-related information with the external counselor's working hours to check whether the work attitude is abnormal. For example, when log-in information is received from the external counselor terminal 108, the counselor status check module 143 may check whether the log-in time is within the working start time of the external counselor. When logout information is received from the external counselor terminal 108, the counselor status checking module 143 may check whether the logout time is after the external counselor's working end time.

In addition, the counselor status checking module 143 may check whether log-in and log-out are repeated during a preset working time of the corresponding external counselor. If the log-in and log-out is repeated more than a preset number of times during a preset working time, the counselor status check module 143 may determine that the working attitude is abnormal and generate an alarm signal related to the working attitude to the manager terminal 110. have. However, the present invention is not limited thereto, and an alarm signal may be generated to the external counselor terminal 108 as necessary.

In addition, when receiving the forced logout information from the external agent terminal 108, the agent status check module 143 does not receive log-in information within a preset time (that is, if the user does not log in again within a preset time). , It may be determined that the work attitude is abnormal, and an alarm signal related to the work attitude may be generated by the manager terminal 110.

In an exemplary embodiment, the counselor status confirmation module 143 may check whether the external counselor's work attitude is abnormal based on one or more of a counseling space photographed image, the counselor status information, and a predetermined work scheduling information of the external counselor. have.

For example, if the agent status information received from the external agent terminal 108 is not “break” or “mealing” or a preset work scheduling information, the agent status checking module 143 May determine that the work attitude is abnormal, and may generate an alarm signal related to the work attitude to the manager terminal 110.

In addition, when the agent status information received from the external agent terminal 108 is "post-processing" or "attending" and the post-processing or attending status exceeds a preset time, the agent status checking module 143 It may be determined that the working attitude is abnormal, and an alarm signal related to the working attitude may be generated by the manager terminal 110.

In addition, the counselor status check module 143 compares the counselor status according to the analysis result of the consultation space photographed image with the counselor status according to the counselor status information received from the external counselor terminal 108 to determine whether the external counselor's work attitude is abnormal. Can be confirmed. That is, when the counselor status check module 143 does not match the counselor status according to the analysis result of the consultation space photographed image and the counselor status information received from the external counselor terminal 108, it is assumed that the working attitude is abnormal. It is possible to determine and generate an alarm signal related to the work attitude to the manager terminal 110.

For example, if the status information of the agent received from the external counselor terminal 108 is “waiting” or “in the call” or “post-processing” or when the analysis result of the consultation space photographed image is shown as empty, the counselor status checking module 143 may determine that the working attitude is abnormal, and may generate an alarm signal related to the working attitude to the manager terminal 110.

The abnormal counseling situation checking module 145 may check whether an abnormal counseling situation is based on one or more of a voice recording file between the customer terminal 102 and the external counselor terminal 108 and a photographing space of the counseling space. Here, the voice recording file may be generated by the management server 104 recording the voice between the customer terminal 102 and the external counselor terminal 108, or may be received from the external counselor terminal 108. The abnormal consultation status confirmation module 145 may acquire a voice recording file in real time.

In an exemplary embodiment, the abnormal counseling situation checking module 145 may analyze a voice recording file and extract a customer voice section and a counselor voice section. The abnormal counseling status checking module 145 first extracts a section judged as human voice from the voice recording file, and then, among the sections judged as human voice, a section matching a preset external counselor voice as a voice section of the counselor Secondary extraction is possible. The abnormal consultation status confirmation module 145 may determine a section other than the section determined as the speech section of the counselor among the sections determined as the human voice as the customer speech section.

For example, the abnormality counseling situation confirmation module 145 checks the pitch (or decibels, etc.) of the voice in one or more of the counselor's voice section and the customer's voice section of the voice recording file, and if there is a voice above a predetermined level, the abnormality counseling It can be determined that it is a situation, and an alarm signal related to an abnormal consultation situation may be generated by one or more of the external counselor terminal 108 and the manager terminal 110.

In addition, when the abnormality counseling situation checking module 145 analyzes the voice recording file, only the voice section of the customer exists for a predetermined time or longer (ie, only the customer speaks for a long time) or the counselor's voice section does not exist for a predetermined time or longer. (I.e., silence of the counselor for a long time), it is determined that the abnormal counseling situation, and an alarm signal related to the abnormal counseling situation may be generated by one or more of the external counselor terminal 108 and the manager terminal 110.

In addition, the abnormal counseling situation checking module 145 may analyze the counselor's voice section and the customer's speech section using voice recognition technology. The abnormal consultation status confirmation module 145 may convert speech contents of the counselor's voice section and the customer's voice section into text using STT (Speech to Text) technology. The abnormal counseling situation checking module 145 determines an abnormal counseling situation when there is a preset prohibited word (for example, profanity, personal information, etc.) in the counselor's voice section and the customer's voice section, and determines that the abnormal counseling situation is present. May be generated by one or more of the external counselor terminal 108 and the manager terminal 110.

In addition, the abnormal counseling situation checking module 145 analyzes the photographed image of the counseling space and determines that it is an abnormal counseling situation when another person other than the external counselor exists in the counseling space, and transmits an alarm signal related to the abnormal counseling situation to the manager terminal 110. ).

In addition, the abnormal counseling situation checking module 145 analyzes the photographed image of the counseling space and determines that it is an abnormal counseling situation when the ambient noise is greater than a preset noise level, and generates an alarm signal related to the abnormal counseling situation to the manager terminal 110. Can.

The counselor evaluation module 147 may assign a work evaluation score to each external counselor based on an abnormal situation and an abnormal counseling situation of each external counselor. For example, the counselor evaluation module 147 may count the number of repetitions of login and logout during a preset working time for each external counselor, and manage statistics for each preset period. The counselor evaluation module 147 may perform work evaluation based on the number of repetitions of log-in and log-out among preset work hours.

In addition, the counselor evaluation module 147 may count the number of forced logouts for each external counselor and perform work evaluation based on the number of forced logouts. In addition, the counselor evaluation module 147 may count the number of alarm signals related to the work attitude and the abnormal counseling situation-specific alarm signals for each external counselor, and perform work evaluation based on the number of times.

The counselor evaluation module 147 is a manager terminal that manages the external counselor for the number of repetitions of login and logout during the working hours of the external counselor, the number of forced logouts, the number of alarm signals related to the work attitude, and the number of alarm signals related to an abnormal counseling situation. (110).

On the other hand, it is described here that the work attitude is abnormal, the abnormal counseling situation, and the work evaluation of the counselor is performed by the management server 104, but is not limited thereto, whether the work attitude is abnormal, the abnormal counseling situation, and the counselor's work evaluation One or more may be performed by the manager terminal 110. The manager terminal 110 receives log-related information, a consultation space photographed image, a voice recording file, and counselor status information from the management server 104 to determine whether or not there is an abnormal working attitude, an abnormal counseling situation, and one or more of the counselor's work evaluation You can do

6 is a block diagram showing the configuration of an administrator terminal according to an embodiment of the present invention.

Referring to FIG. 6, the manager terminal 110 may include a counselor monitoring module 151, a work report module 153, and a counselor management module 155.

The counselor monitoring module 151 may configure and display a monitoring screen for the manager to monitor the counselors in charge of the manager. 7 is a view showing a monitoring screen for an administrator according to an embodiment of the present invention.

Referring to FIG. 7, the counselor monitoring module 151 displays counselor status information (break, post-processing, waiting, call, attendance, logout, etc.) (A) for each counselor (internal counselor and external counselor) on the screen. Can.

In addition, the counselor monitoring module 151 may generate an alarm B when receiving an alarm signal related to a predetermined counselor from the management server 104. The alarm B may be generated through one or more of screen output and sound output. The counselor monitoring module 151 may generate an alarm corresponding to an alarm signal related to a work attitude and an alarm signal related to an abnormal counseling situation.

In addition, the counselor monitoring module 151 may display whether or not the signature of the work pledge is completed (C) for each counselor on the screen. The counselor monitoring module 151 may receive the completion status of signing the work pledge of each counselor through the management server 104.

The counselor monitoring module 151 may display a video link D on the screen so that the manager checks the counseling space photographed images of each counselor. When the manager clicks the video link D, as shown in FIG. 8, the counselor's counseling space photographed image may be displayed.

In this way, by configuring the monitoring screen for the manager in the counselor monitoring module 151, the manager also checks the status of not only the internal counselors but also external counselors who are physically separated at a glance, and the external counselors in the operation management and counselor support are also internal. You will be able to do the same as your counselor.

The work report module 153 may manage the work status of each counselor based on log-related information of each counselor and preset work scheduling information of each counselor. 9 is a view showing a state of managing the working status of a predetermined counselor in an embodiment of the present invention. As shown in FIG. 9, the work report module 153 may manage attendance dates, work hours, work hours, work hours, and lateness per counselor.

The counselor management module 155 may manage counselor information for each counselor. 10 is a view showing a list of counselor information for each counselor in an embodiment of the present invention. Referring to FIG. 10, the counselor information may include an ID, name, contact information, email, working hours, break time, password, and the like. The manager can adjust the working hours, break time, and password of each counselor.

In this specification, a module may mean a functional and structural combination of hardware for performing the technical idea of the present invention and software for driving the hardware. For example, the "module" may mean a logical unit of a predetermined code and a hardware resource for performing the predetermined code, and does not necessarily mean a physically connected code or a type of hardware. .

An application for managing a counselor for performing the above functions may be installed in the manager terminal 110. The counselor management application may be stored in a computer-readable storage medium of the manager terminal 110. The counselor management application includes a predetermined set of instructions executable by the processor of the manager terminal 110. The command may cause the processor of the manager terminal 110 to perform an operation according to an exemplary embodiment. The computer-readable storage medium of the administrator terminal 110 includes components of an operating system for executing a set of instructions, such as the application for managing an agent, on the administrator terminal 110. For example, such an operating system may be Apple's iOS or Google's Android.

In one embodiment, the manager terminal 110 and the management server 104 may be implemented on a computing device comprising one or more processors and a computer readable recording medium associated with the processor. The computer-readable recording medium may be inside or outside the processor, and may be connected to the processor by various well-known means. A processor in the computing device may cause each computing device to operate in accordance with the example embodiments described herein. For example, a processor may execute instructions stored on a computer readable recording medium, and instructions stored on a computer readable recording medium, when executed by a processor, cause the computing device to operate in accordance with the exemplary embodiments described herein. It can be configured to perform.

11 is a block diagram illustrating and illustrating a computing environment 10 that includes a computing device suitable for use in example embodiments. In the illustrated embodiment, each component may have different functions and capabilities in addition to those described below, and may include additional components in addition to those described below.

The illustrated computing environment 10 includes a computing device 12. In one embodiment, computing device 12 may be customer terminal 102. Also, the computing device 12 may be the management server 104. Further, the computing device 12 may be an internal counselor terminal 106. Further, the computing device 12 may be an external counselor terminal 108. Further, the computing device 12 may be the manager terminal 110.

The computing device 12 includes at least one processor 14, a computer readable storage medium 16 and a communication bus 18. The processor 14 can cause the computing device 12 to operate in accordance with the exemplary embodiment mentioned above. For example, processor 14 may execute one or more programs stored on computer readable storage medium 16. The one or more programs may include one or more computer-executable instructions, which, when executed by the processor 14, configure the computing device 12 to perform operations according to an exemplary embodiment. Can be.

Computer readable storage medium 16 is configured to store computer executable instructions or program code, program data and/or other suitable types of information. The program 20 stored on the computer readable storage medium 16 includes a set of instructions executable by the processor 14. In one embodiment, the computer readable storage medium 16 is a memory (volatile memory such as random access memory, non-volatile memory, or a suitable combination thereof), one or more magnetic disk storage devices, optical disk storage devices, flash Memory devices, other types of storage media that can be accessed by the computing device 12 and store desired information, or suitable combinations thereof.

The communication bus 18 interconnects various other components of the computing device 12, including a processor 14 and a computer readable storage medium 16.

Computing device 12 may also include one or more I/O interfaces 22 and one or more network communication interfaces 26 that provide an interface for one or more I/O devices 24. The input/output interface 22 and the network communication interface 26 are connected to the communication bus 18. The input/output device 24 may be connected to other components of the computing device 12 through the input/output interface 22. Exemplary input/output devices 24 include pointing devices (such as a mouse or trackpad), keyboards, touch input devices (such as touch pads or touch screens), voice or sound input devices, various types of sensor devices, and/or imaging devices. Input devices and/or output devices such as display devices, printers, speakers and/or network cards. The exemplary input/output device 24 may be included inside the computing device 12 as a component constituting the computing device 12, and may be connected to the computing device 12 as a separate device distinct from the computing device 12. It might be.

12 is a block diagram showing the configuration of a computer program transmission device according to an embodiment of the present invention.

The computer program transmission device 30 is for transmitting a computer program (for example, an application for counseling work or an application for managing a counselor) to the external counselor terminal 108 or the manager terminal 110, and a server for distributing the computer program It may be implemented in one configuration included in.

Referring to FIG. 12, a computer program transmission device 30 according to an embodiment of the present invention includes a computer program storage unit 32 and a computer program providing unit 34. The computer program storage unit 32 stores the computer program.

The computer program providing unit 34 transmits the computer program to the external counselor terminal 108 or the manager terminal 110. For example, when the computer program providing unit 34 is requested to transmit a computer program from the external counselor terminal 108 or the manager terminal 110, the computer program providing unit 34 receives the computer program from the external counselor terminal 108 or the manager terminal 110. Can send. The request and transmission may be made through a market or a play store application installed on a mobile device, or through the Internet installed on a personal PC.

Although the exemplary embodiments of the present invention have been described in detail above, those skilled in the art to which the present invention pertains will understand that various modifications are possible within the limits of the embodiments described above without departing from the scope of the present invention. . Therefore, the scope of the present invention should not be limited to the described embodiments, but should be determined not only by the claims to be described later, but also by the claims and equivalents.

100: smart contact center service system
102: customer terminal
104: management server
106: internal counselor terminal
108: external counselor terminal
110: manager terminal
111: monitor
113: input device
115: head set
117: Web cam
119: docking station
121: smart device
131: user authentication module
133: security management module
135: counselor status input module
137: alarm management module
141: communication module
143: counselor status check module
145: abnormal consultation status check module
147: counselor evaluation module
151: counselor monitoring module
153: Working report module
155: counselor management module

Claims (20)

A memory device comprising one or more processors and one or more programs executed by the one or more processors, the computing device for a smart contact center service comprising:
A user authentication module in which an application for consultation work is installed, and the log-related information of the corresponding counselor is transmitted to a management server; And
And a security management module that displays a work pledge on the screen when the counselor's application for the counseling business is accessed and receives a signature for the work pledge from the counselor.
The method according to claim 1,
The computing device is a computing device for counseling work of a counselor working at home,
The above work pledge includes one or more of the prohibition of unauthorized departure of the consultation space, prohibition of leakage of confidential information, and compensation for damages in case of information leakage,
The security management module,
Computing device for switching the mode of the application for consultation work from the lock mode to the normal mode upon completion of the signature of the work pledge.
The method according to claim 1,
The computing device,
And an alarm management module for receiving one or more of an alarm signal related to a work attitude and an alarm signal related to an abnormal consultation situation from an external device to generate an alarm.
The method according to claim 3,
The alarm management module,
An abnormal counseling situation alarm is generated for the abnormal counseling situation related signal, and the abnormal counseling situation alarm is provided to be terminated by the counselor,
The user authentication module,
When the abnormal consultation situation alarm is not terminated for a preset time, the counselor is forced to log out, and the forced logout information is transmitted to the management server.
A memory device comprising one or more processors and one or more programs executed by the one or more processors, the computing device for a smart contact center service comprising:
A communication module for receiving information of a counselor's status, log-related information, and a photographing image of the counseling space from a counselor terminal installed in an independent counseling space;
A counselor status checking module for checking the counselor's working attitude abnormality based on at least one of the counselor status information, the log-related information, and the counseling space photographed image; And
And an abnormal counseling situation checking module for acquiring a voice recording file between a customer terminal and the counselor terminal, and checking whether an abnormal consultation situation is based on at least one of the voice recording file and the consultation space photographed image.
The method according to claim 5,
The agent status check module,
If the log-in and log-out are repeated more than a predetermined number of times during the predetermined working hours of the counselor, the computing device determines that the counselor is in an abnormal working attitude.
The method according to claim 5,
The agent status check module,
When receiving the forced logout information from the counselor terminal, if the log-in information is not received within a preset time, the counselor determines that the work attitude is abnormal, the computing device.
The method according to claim 5,
The agent status check module,
If the counselor status information received from the counselor terminal is not matched by comparing the counselor status according to the predetermined work scheduling information of the counselor or the analysis result of the counseling space photographed image, the counselor determines that the working attitude is abnormal , Computing devices.
The method according to claim 5,
The abnormal consultation status check module,
Analyze the voice recording file to extract a customer voice section and a counselor's voice section, and check whether there is a voice above a predetermined level in one or more of the customer voice section and the counselor's voice section, If it is determined that the situation is abnormal, the computing device.
The method according to claim 5,
The abnormal consultation status check module,
Analyzing the voice recording file to extract the customer voice section and the counselor's voice section, and in the voice recording file, if the customer voice section lasts for a predetermined time or longer, or when the counselor's voice section does not exist for a predetermined time or longer, an abnormal consultation situation Computing device judged to be.
The method according to claim 5,
The abnormal consultation status check module,
When the ambient noise is greater than or equal to a preset noise level by analyzing the photographed image of the consultation space, the computing device determines that the situation is abnormal.
The method according to claim 5,
The computing device,
And a counseling evaluation module for performing a work evaluation based on at least one of the log-related information, the work attitude abnormal state, and the abnormal counseling situation for the counselor.
The method according to claim 12,
The counselor evaluation module,
Counts the number of repetitions of log-in and log-out during the working hours of the counselor, the number of forced log-outs based on the log-related information, counts the number of times the work attitude is abnormal, and the number of occurrences of the abnormal counseling situation,
Computing device for performing a work evaluation for the counselor based on one or more of the number of repetitions of login and logout during the working time, the number of forced logouts, the number of abnormalities in the working attitude, and the number of occurrences of the abnormal counseling situations.
A memory device comprising one or more processors and one or more programs executed by the one or more processors, the computing device for a smart contact center service comprising:
Includes an agent monitoring module that configures a monitoring screen for managers to monitor agents performing consultation in an independent space,
The counselor monitoring module,
A computing device that displays, on a screen, agent state information of each agent among agent state information including one or more of call, rest, post-processing, waiting, attendance, meal, log-in, and log-out.
The method according to claim 14,
The counselor monitoring module,
As a result of the comparison of the counselor status information and the preset work scheduling information of the counselor, when the counselor is in an abnormal working attitude state, a notification of a working attitude abnormal status notification is displayed on the screen.
The method according to claim 14,
The counselor monitoring module,
As a result of comparing the counselor status information and the counselor status according to the analysis result of the counseling space photographed image, when the counselor is in a working attitude abnormal state, a notification of the working attitude abnormal status is displayed on the screen and the photographing photograph of the counseling space can be displayed. Computing device that displays a video link on the screen.
The method according to claim 14,
The counselor monitoring module,
As a result of analysis of the voice recording file between the customer terminal and the counselor's terminal and the counselor's counseling space photographed image, when the counselor is in an abnormal counseling situation, an abnormal counseling situation notification is displayed on the screen.
The method according to claim 14,
The computing device,
A work report module for managing the work status of each counselor based on log-related information of each counselor and preset work scheduling information of each counselor; And
A computing device further comprising an agent management module for managing agent information for each agent.
A storage unit for storing computer programs; And
An upload terminal comprising a transmission unit for transmitting the computer program to the distribution server,
The computer program,
Let the counselor terminal
Transmitting log-related information of the counselor to the management server;
Displaying a work pledge on the screen when the counselor's consultation application is accessed; And
Computing device that is a computer program to perform the step of receiving a signature for the work pledge from the counselor.
A storage unit for storing computer programs; And
An upload terminal comprising a transmission unit for transmitting the computer program to the distribution server,
The computer program,
Let the administrator terminal,
In order to monitor the counselors conducting counseling in an independent space, perform the steps of configuring the monitoring screen for managers.
The step of configuring the screen,
And displaying, on the screen, counselor status information of each counselor among counselor status information including one or more of call, rest, post-processing, waiting, attendance, meal, log-in, and log-out.

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