KR20200120708A - Information providing device - Google Patents

Abstract

The information providing device is a first image showing the layout of the seats of multiple operators at a first magnification, and the approximate work situation of each operator is expressed by a first object group, and each of the seats uses the first object group. As a second image representing the layout at a second magnification greater than the first magnification ratio and a first information generator for generating a first image constructed by the method, a detailed work situation of each operator is expressed as a second object group. Each of the seats includes a second information generation unit that generates a second image configured using the second object group, and a display unit that displays the first image and the second image.

Description

Information providing device

The present disclosure relates to an information providing device that displays the business status of multiple operators in a call center.

BACKGROUND ART Conventionally, in this type of information providing apparatus, there is a display of the operator's business status on a screen together with the seat layout in a call center (see, for example, Patent Document 1). This makes it possible for the user of the information providing device (typically, the operator's supervisor) to easily grasp the operator's work situation and the like.

Japanese Patent Publication No. 5090001

In the information providing apparatus, a user may want to collectively grasp (overwrite) the work situation of a plurality of operators, and in some cases, want to grasp the work situation of some operators in detail.

An object of the present disclosure is to provide an information providing device capable of recognizing a user's work situation of a plurality of operators and a detailed work situation of some operators.

This disclosure,

A first image showing the layout of the seats of multiple operators at a first magnification, wherein the approximate work situation of each operator is represented by a first object group, and each of the seats is a first image configured using the first object group A first information generator that generates

As a second image representing the layout at a second magnification greater than the first magnification, the detailed work situation of each operator is represented by a second object group, and each of the seats is configured using the second object group. A second information generation unit that generates an image,

With a display unit for displaying the first image and the second image,

It is an information providing device.

According to the present disclosure, it becomes possible to provide an information providing device in which a user can recognize the work situation of a plurality of operators and the detailed work situation of some operators.

1 is a diagram showing a configuration example of a call center system including an information providing device of the present disclosure
2 is a diagram showing a detailed configuration of the information providing device of FIG. 1
Fig. 3A schematic diagram showing a level 1 image
Fig. 3B schematic diagram showing a first object group usable in a level 1 image
Fig. 3C schematic diagram showing a first example of a second object group usable in a level 2 image
Fig. 2 is a schematic diagram showing a second example of a second object group usable in an image of 3D level 2
Fig. 3E schematic diagram showing a third example of a second object group usable in a level 2 image
Fig. 3F schematic diagram showing a first example of a third object group usable in a level 3 image
Fig. 3G schematic diagram showing a second example of a third object group usable in an image of level 3
Fig. 3H Schematic diagram showing a second example of a third object group usable in a level 4 image
Fig. 3I Schematic diagram illustrating an object group usable in a widget image (during a call)
Fig. 3J A schematic diagram showing a field opened when a predetermined object of Fig. 3I is designated
Schematic diagram illustrating an object group that can be used in a 3K widget image (not in a call)
Fig. 4A flow diagram showing a first part of the operation of the control device
Fig. 4B a flow diagram showing the second part of the operation of the control device
Fig. 4C flow diagram showing the third part of the operation of the control device

Hereinafter, a call center system including an information providing device of the present disclosure will be described in detail with reference to the drawings.

<1. Definition>

Table 1 below shows the meaning of the acronyms and abbreviations used in the present embodiment.

Table 1: Meaning of acronyms, etc. Acronyms, etc. meaning IM Instant Message IP Internet Protocol LAN Local Area Network PBX Private Branch eXchange ID Identifier SV SuperVisor GUI Graphical User Interface

<2. System configuration>

In FIG. 1, a call center system 100 is roughly provided with an external network (public line) 200, an internal network 300, a call management network 400, and an IM network 500.

The external network 200 is, for example, a digital IP network, and is a communication network to which an IP terminal (not shown) used by a customer of a call center is connected.

The extension network 300 is a part of a communication network such as a LAN built in a call center. The extension network 300 includes first to Nth operator desk devices 310 ₁ to 310 _N , a network device 320, and a PBX device 330.

Each operator desk device 310 ₁ to 310 _N is, for example, a combination of a multifunctional IP telephone, a headset, and a personal computer, and is installed and used in the operator's seat (more specifically, a desk) serving customers in a call center. . The multifunctional IP telephones of each operator desk device 310 ₁ to 310 _N are connected to the PBX device 330 via the network device 320, respectively.

In addition, each multifunctional IP telephone has basic functions such as receiving calls from customers, making calls to customers, hanging up calls, and placing voice calls with customers on hold. It also has a function to log in or log out using an ID and password.

In addition, each multifunctional IP telephone has a status button capable of outputting various agent statuses. The status button includes a call button for notifying the SV (manager) of help. In addition, in the present disclosure, as the agent status, in addition to help, those described in Table 2 below are exemplified, but those that are well known at the time of filing this application can be used. These agent statuses, together with the ID and extension number of the operator being logged in, are included in, for example, an IP packet and transmitted to the network device 320 for transmission to the agent status management server 450.

Table 2: Agent Status designation Explanation Waiting What operators can respond to customers During a call (external) What the operator is responding to the customer Pending Holding a voice call with a customer on hold Busy (extension) Operator is on an extension call ACW Records of response after completion of customer response or in process AUX Away login Login to multi-function IP phone Log out Logout from multifunction IP phone

Each headset is connected to a multifunction IP phone on the same desk, converts the operator's speech content into an electrical signal and outputs it to the multifunction IP phone, and converts the electrical signal output from the multifunction IP phone into the customer's speech content. Output as voice to the operator.

Like the multifunctional IP telephone, the personal computer is capable of logging in using the ID and password of each operator, and mainly searches for information necessary for customer response in response to an operator's operation. In addition, the personal computer transmits the instant message input by the operator to the IM network 500 in order to transmit at least the instant message inputted by the operator to the information providing device 460 to be described later by a known instant messaging function. The personal computer also receives at least the instant message of the SV transmitted from the information providing device 460. These instant messages will be described later in detail, but are displayed in time series at least on the screen of the information providing device 460.

The network device 320 transmits an IP packet including a voice call (conversation) between the operator and the customer between the multifunctional IP telephone and the PBX device 330 of each operator desk device 310 ₁ to 310 _N. It is a relay device, for example a switching hub or router. However, the network device 320 transmits a duplicate of the transmitted IP packet to the call management network 400 by a function such as port mirroring.

The PBX device 330 is an in-premises switchboard and is connected to the external network 200. The PBX device 330 receives an IP packet destined for the multifunctional IP telephone of each operator desk device 310 ₁ to 310 _N from the external network 200 and transmits it to the network device 320. Further, the PBX apparatus 330 receives an IP packet destined for an IP telephone (not shown) connected to the external network 200 from the network device 320 and transmits it to the external network 200.

The extension network 300 of the above configuration constitutes a part of the IP telephone network and transmits IP packets of voice calls with a plurality of customers made in the call center, while replicating the transmitted IP packets to the call management network 400. send.

The call management network 400 is, for example, a part of a communication network established in a call center. The call management network 400 includes a call recording server 410, a call management server 420, a voice recognition server 430, an emotion analysis server 440, an agent status management server 450, and an information providing device 460. ).

In addition, the network configuration of the communication management network 400 (that is, the connection relationship between the devices 410 to 460) is not limited to that shown in FIG. 1. The communication management network 400 may be configured in a known topology (ring type, star type, bus type, etc.).

The call recording server 410 is connected to the network device 320 of the extension network 300. The call recording server 410 receives an IP packet transmitted from the network device 320, extracts voice information of a call from the received IP packet, and records it in an internal call storage device. That is, the call recording server 410 records the voice information of the voice call transmitted through the IP telephone network for each operator response. At this time, it is preferable that call identification information, speaker identification information, and time information are added as control information of each voice information. The call identification information is information for identifying a call. The speaker identification information is information for identifying a speaker (IP telephone) of the spoken voice included in the voice information. The time information is information indicating the time to which the audio information corresponds. The control information may be acquired from the header part of the IP packet or may be acquired from the payload part of the IP packet.

The call management server 420 acquires the call start timing by receiving the call start notification obtained from the call recording server 410. And, the call management server 420, based on the acquired call start timing, each operation of the call recording server 410, the voice recognition server 430, the emotion analysis server 440, and the information providing device 460 Control the timing.

The voice recognition server 430 transmits, to the call recording server 410, a voice transmission request targeting the same voice information as the recognition start request in response to the recognition start request obtained from the call management server 420. . Then, the voice recognition server 430 performs a voice recognition process on the voice information returned from the call recording server 410, generates text data resulting from the voice recognition process, and stores it in an internal text storage device. In addition, at this time, as the control information of each text data, it is preferable that call identification information, speaker identification information, and time information are added as described above.

The call recording server 410, in response to a request for transmission of voice information from the information providing device 460, transmits the voice information of the call transmitted from the IP telephone network by streaming the voice recognition server 430, the emotion analysis server ( 440 and the information providing device 460. The voice recognition server 430 may provide text information, which is a result of voice recognition for voice information, to the information providing device 460 by streaming in response to a request for transmission of text information from the information providing device 460. .

In addition, for details of the call recording server 410, the call management server 420, and the voice recognition server 430, refer to Japanese Patent Publication No. 5860085 issued by the same application of this patent application.

The sentiment analysis server 440 acquires the call start timing by receiving the call start notification obtained from the call recording server 410. Then, the emotion analysis server 440 transmits, to the call recording server 410, a voice transmission request, which is the same as the call start notification, and targets voice information of the customer. Then, the emotion analysis server 440 interprets the customer's emotion in a time series based on the customer's voice information returned from the call recording server 410, and responds, for example, for each operator (in other words, the operator's ID). Information indicating the rate of warmth, anger, joy, and sadness of the customer is transmitted to the information providing device 460 in time series. In addition, with regard to the emotion analysis processing based on the audio information, the existing technology can be applied.

The agent status management server 450 receives the agent status of each multifunctional IP telephone and the operator's ID through the network device 320 in the form of an IP packet. The agent status management server 450 stores the agent status for each operator's ID in time series, in an internal agent status storage device, and, for example, the total number of calls today, the number of inbound calls, and outbound calls. In addition to the number of calls, the number of calls per time period, the number of inbound calls, and the number of outbound calls are managed. If there is a change in the agent status of the operator, the agent status management server 450 also transmits the changed agent status to the information providing device 460 together with the operator's ID. In addition, the agent status management server 450 transmits the task details (today's total number of calls, etc.) of the designated operator in response to a request from the information providing device 460.

The IM network 500 is also part of a communication network established in a call center, for example. The IM network 500 includes a personal computer and an information providing device 460 constituting each operator desk device 310 ₁ to 310 _N. In each personal computer and information providing device 460, a well-known IM client is installed, and simple messages can be transmitted and received with each other in real time through the IM network 500.

<3. Configuration of information providing device>

The information providing device 460 is a computer device, as shown in FIG. 2, approximately, an operation input device 461, a communication device 463, a storage device 465, and a control device 467 Wow, a display device 469 and an audio output device 4611 are provided. The communication device 463, the storage device 465, and the control device 467 may be housed in the same casing.

The operation input device 461 is, for example, a mouse and a keyboard, and is connected to the control device 467 by wire or wirelessly. The operation input device 461 converts an operation by a finger of a user (typically SV) into a specific electric signal (hereinafter, referred to as an operation signal), and outputs it to the control device 467. In the present disclosure, the mouse outputs a cursor position signal on the screen of the display device 469 as an example of an operation signal. Further, the keyboard outputs a signal indicating a key operated by the user as another example of the operation signal.

The communication device 463, under the control of the control device 467, the voice information from the call recording server 410, the text information from the voice recognition server 430, and the agent status management server 450. The agent status and instant messages from each operator desk device 310 ₁ to 310 _N are received.

The communication device 463, under the control of the control device 467, transmits a request for transmission of predetermined voice information to the call recording server 410 and a request for transmission of predetermined text information to the voice recognition server 430. do.

The storage device 465 stores various objects necessary for the control device 467 to generate an image.

The control device 467 includes a microcomputer or the like that executes a program stored in advance, and displays the following images so that the user can easily grasp the work status of multiple operators and the detailed work status of some operators in the call center. Generate. This image shows the operator's seat layout in the call center at a specified magnification. In this image, the business situation of each operator is represented by a group having a predetermined number of objects, and each seat is configured using the same group of objects.

<4. Image generated by control device 467>

In the present disclosure, four levels of magnification are exemplarily defined. Specifically, level 1 is assigned to the minimum magnification ratio, and at level 1, the number of objects constituting each seat is the minimum. Level 2 is assigned the second smallest magnification, while Level 2 has the second smallest number of objects that make up each seat. Thereafter, as the level increases, the enlargement ratio increases and the number of objects constituting each seat increases. In this disclosure, level 4 is the highest level.

In addition, an image of each level is constituted by at least a first layer and a second layer. In the first layer, a plurality of seats are mainly arranged in a group having a predetermined number of objects. In addition to the first layer, a GUI such as a slider for the user to specify the magnification ratio is arranged. In addition to the first layer, a GUI such as a scroll bar for moving the display area of the seat layout is also arranged. In addition, the display area of the seat layout may be moved by dragging with a mouse.

In the second layer, a pop-up image or a widget image (detailed later) is arranged.

Next, a configuration example of the level 1 image generated by the control device 467 will be described with reference to FIG. 3A.

In Fig. 3A, the level 1 image ILV1 expresses the seat layout in a call center at a minimum magnification ratio. In this way, the image (ILV1) of the level 1 shows the entire seat in the call center (e.g., N-seat) (ST1 ~ ST _N). In addition, the level 1 image ILV1 may show all seats managed by one SV in the call center. In addition, as can be seen from the above, the slider SL is also synthesized on the outer edge of the image ILV1. In addition, in Fig. 3A, a pop-up image (IPU) and a widget image (IWG) are drawn on the second layer, so that some seats ST are behind the pop-up image (IPU) and the widget image (IWG). Is veiled.

In addition, in the image ILV1, each seat ST ₁ to ST _N is basically constituted by a first object group GLV1 including three objects OBJ1 to OBJ3, as shown in FIG. 3B. .

The object OBJ1 is an icon representing an operator in the target seat ST _i (i is any one of 1 to N).

The object OBJ2 indicates, for example, whether the multifunctional IP telephone of the target seat ST _i is on the phone. In Fig. 3B, the object OBJ2 shows a state in which the handset is lifted, and indicates that the multifunctional IP telephone is busy. If it shows that the handset is down, the object OBJ2 indicates that the multifunctional IP telephone is not busy. The object OBJ2 may represent another state of the operator (refer to Table 2) in addition to whether or not the multifunctional IP telephone is busy.

The object OBJ3 is an icon (in the present disclosure, an icon of a pin) that the user can designate with a mouse. When this icon is designated, the control device 467 generates a widget image IWG indicating the detailed work contents of the operator of the target seat ST _i and arranges it in a predetermined place on the second layer.

In each of the seats ST ₁ to ST _N , the object OBJ4 may be arranged to overlap the object OBJ1. Object OBJ4 represents, for example, the number of instant messages from the SV and its unread/read. The number of instant messages is indicated by a number. Unread/read are displayed in different colors.

Next, the level 2 image generated by the control device 467 will be described.

Although not shown, the level 2 image expresses the seat layout in the call center at the second smallest magnification. Therefore, in a level 2 image, there are cases where all seats in the call center or all seats managed by one SV do not fit on a single screen. In this case, the scroll bar described above is arranged at the periphery of the level 2 image. By operating this, it becomes possible to display all seats. The same applies to images of levels 3 and 4 as well.

In addition, in the level 2 image, since each seat (ST ₁ to ST _N ) can be displayed larger than level 1, many objects can be arranged, and as shown in Figs. 3C to 3E, the above-described object ( In addition to OBJ1 to OBJ4), the second object group GLV2 is composed of objects OBJ5 to OBJ11. In addition, in Figs. 3C to 3E, the object OBJ4 is not displayed for convenience.

The objects OBJ5 to OBJ7 are used when the object OBJ2 is in a call.

In particular, the object OBJ5 represents the talk time.

Further, the object OBJ6 indicates whether the current call is an inbound call or an outbound call. In the example of Fig. 3C, object OBJ6 represents an inbound call.

Further, the object OBJ7 indicates whether the target operator is currently making an external call or an extension call. In the example of Fig. 3C, the seventh object OBJ7 represents an external line call.

In addition, the object OBJ8 represents the name and affiliation of the target operator.

Further, the object OBJ9 represents the telephone number of the current call partner of the operator to be targeted.

In addition, the object OBJ10 is an alarm indicating that, for example, 10 minutes or more has elapsed from the start of the call, as shown in Fig. 3D. In the present disclosure, the object OBJ10 is used in place of the object OBJ9 when 10 minutes or more elapses from the start of the call.

In addition, the object OBJ11 indicates that the call button was pressed (that is, help) by the target operator, as shown in Fig. 3E. In the present disclosure, there are two types of objects OBJ11. One is an icon with an exclamation mark inside the triangular mark, and is used in place of the object (OBJ2), and the other is an icon in which the elapsed time after the call button is pressed is displayed in the letter "Emergency", and the object (OBJ9) Is used in place of Further, if the SV corresponds to the help, a check mark is displayed next to the other side of the object OBJ11.

In addition, when the operator is not on the phone, the objects OBJ5 to OBJ10 (except for the object OBJ8) are not used.

Next, the level 3 image generated by the control device 467 will be described.

Although not shown, the level 3 image expresses the seat layout at the third smallest magnification.

In addition, in the image of the level 3, since each seat (ST ₁ to ST _N ) can be displayed larger than the level 2, many objects can be arranged. As shown in Fig. 3F, the above-described objects OBJ1 to OBJ11 ), in the case of a call, it is constituted by a third object group GLV3 made of objects OBJ12 to OBJ14.

Object OBJ12 represents the number of unread instant messages. In the present disclosure, the object OBJ12 is used in place of the object OBJ1 when there is an unread instant message.

The object OBJ13 is an alarm that is displayed when a target operator is angry with a customer currently responding. In addition to being angry, the object OBJ13 may be an alarm displayed when a numerical value representing other emotions of the customer exceeds a predetermined threshold value.

The object OBJ14 is an alarm indicating the start time (call start time) of the target operator's customer response.

In addition, in the level 3 image, when not on a call, each seat ST ₁ to ST _N is a third object group GLV3, as shown in FIG. 3G, and the above-described objects OBJ1 to OBJ3, OBJ5 , OBJ8, and a third object group GLV3 consisting of objects OBJ15 to OBJ17.

The objects OBJ15, OBJ16, and OBJ17 are the total number of calls made today by the target operator, the number of inbound calls, and the number of outbound calls.

Next, a level 4 image generated by the control device 467 will be described.

Although not shown, the image of level 4 expresses the seat layout at the largest magnification.

In the level 4 image, since each seat ST ₁ to ST _N can be displayed larger than the level 3, more objects can be arranged. For this reason, each seat ST ₁ to ST _N is, as shown in FIG. 3H, in addition to the above-described objects OBJ1 to OBJ14, when on a call, the fourth object group GLV4 consisting of objects OBJ18 to OBJ19. ).

The object OBJ18 represents a tag attached to the conversational audio information or text information indicating the contents of the response to the customer so that the object can be retrieved later.

The object OBJ19 represents the ratio of the warmth, anger, joy, and sadness of the responding customer in a band graph or the like.

In addition, the object OBJ19 can be designated by the user with a mouse. When the object OBJ19 is designated, a field capable of displaying the speech recognition results for the last several times in the same format as a pull-down menu is opened.

In addition, the above-described pop-up image (IPU) is generated by the control device 467 and disposed on the second layer when the user designates a seat in the image of each level by mouse over or click. In the present disclosure, the pop-up image IPU has the same content as the fourth object group GLV4 in level 4. This pop-up image (IPU) is deleted from the second layer when designation by mouse-over or click of the seat in the image of each level ends. Thereby, the user can grasp the detailed work contents of the operator of the seat ST _i over which the mouse is over (see Fig. 3A).

In addition, the above-described widget image IWG is generated by the control device 467 by designating the object OBJ3 in the image of each level with a mouse, and is disposed on the second layer (Fig. 3A). Reference).

In the present disclosure, it is possible to grasp the most detailed work contents of the operator by means of a widget image (IWG), and when in a call, the widget image (IWG) is, as shown in Fig. 3I, the objects OBJ1, OBJ2, OBJ8 to OBJ14. , OBJ18, and an object group GWG1 consisting of objects OBJ20 to OBJ24. In addition, objects OBJ2 and OBJ12 do not appear in Fig. 3I.

Object (OBJ20) is the same as object (OBJ9) in that it represents the phone number of the target operator's current call party, but when this object (OBJ20) is designated with a mouse, it is in the same format as the pull-down menu, and the operator's customer A field that can be graphically displayed in a time series is opened for a simple flow of response. In the present disclosure, as a simple flow of customer correspondence, the start time and end time of customer correspondence, the start time and end time of holding an external line call, and the start time and end time of an extension call are displayed. In the present disclosure, a button for starting the reproduction of audio information of an external call or an extension call is also displayed.

The object OBJ21 represents the history of the detection filter/alarm. When this object OBJ21 is designated, a field capable of displaying the details of the detection filter and alarm in time series is opened in the same format as the pull-down menu, as shown in Fig. 3J. In the present disclosure, the history of the detection filter is a tag string automatically detected from the spoken voice by speech recognition or a tag string added by hand, and the history of an alarm is an alarm (objects (OBJ10, OBJ13, OBJ14) displayed in the past). to be.

Object (OBJ22) is the same as object (OBJ19) in that it represents the rate of gentleness, anger, joy, and sadness of the responding customer in a strip graph, but when this object (OBJ22) is designated with a mouse, it is in the same format as the pull-down menu. As a result, as shown in Fig. 3J, a field capable of displaying text information indicating a conversation with the operator is opened. In addition, when the icon button next to the text information is pressed, the corresponding recorded voice is played. This control is self-evident from steps S029 to S033 in Fig. 4B described later.

The object OBJ23 represents an instant message. When this object OBJ23 is designated with a mouse, a field capable of displaying an instant message conversation with the SV is opened in the same format as the pull-down menu, as shown in Fig. 3J, for example.

The object OBJ24 is a button for closing this widget image IWG.

The widget image IWG is an object group GWG2 composed of objects OBJ25 in addition to objects OBJ1, OBJ2, OBJ8, OBJ15 to OBJ17, OBJ23, OBJ24, as shown in FIG. Is composed.

The object OBJ25 represents the latest operation status (in a call, standby, ACW, AUX, etc.) of the target operator. Specifically, when this object OBJ25 is designated with a mouse, a field is opened in the same format as a pull-down menu in which a band graph indicating the operation status of the operator and a bar graph indicating the number of calls can be displayed.

<5. Control device operation>

First, in the storage device 465, all objects are stored in a state in which objects used for each level of the magnification ratio are defined.

In addition, an icon is registered in the storage device 465 for each operator ID. The icon is preferably selected according to the operator's preference.

In addition, a base of an image representing the seat layout of the call center is created. For the base image, the layout of the seats (in other words, the operator desk devices 310 ₁ to 310 _N ) may be prepared for each level, for example. Each seat, operator table unit is connected with the extension number or ID of the operator of the (310 ₁ ~ 310 _N). In addition, an object representing a door, a houseplant, etc. may be arranged in each base image. Each base image is also stored in the storage device 465.

When the information providing device 460 is activated, the control device 467 performs the processing shown in Figs. 4A and 4B. First, the control device 467 confirms the current level with respect to the enlargement ratio (step S001 in Fig. 4A). The current level may be set by default, such as level 1, for example, or may be a level set immediately before the previous power-off of the information providing device 460.

Next, the control device 467 reads the base image corresponding to the current level from the storage device 465 (step S003), and thereafter, through the communication device 463, the agent status management server 450 ), for each operator desk device 310 ₁ to 310 _N , the login status and agent status necessary for image generation corresponding to the current level are acquired, and stored in the storage device 465 (step S005).

If the current level is level 1, in step S005, as an agent status, which is one of the necessary information, whether or not the corresponding multi-function IP telephone is busy is acquired. Further, the control device 467 acquires the number of unread messages by means of an instant messaging function.

If the current level is level 2, in addition to the agent status of level 1, the following agent status is acquired.

·Talk time of the corresponding multifunctional IP phone

Type of call (that is, whether it is an inbound call or an outbound call)

Type of call (i.e., whether you are making an external call or an extension call)

· Caller's phone number

·Call start time

・Presence of pressing the call button

If the current level is level 3, in addition to the agent statuses of levels 1 and 2, the following agent statuses are acquired.

·Total number of calls

·Number of inbound calls

·Number of outbound calls

If the current level is level 4, agent statuses of levels 1 to 3 are acquired.

In addition, when the current level is level 4 (YES in step S007), the control device 467, through the communication device 463, from the call recording server 410 or the voice recognition server 430, respectively, A tag assigned to the current customer correspondence in the multifunctional IP telephone is acquired (step S009). This tag can be stored in the storage device 465 when the user operates the operation input device 461 and inputs it. In this case, the control device 467 can also acquire a tag from the storage device 465.

After step S009, the control device 467 also transmits the voice of the last several times from the voice recognition server 430 or the like via the communication device 463 to the current customer response in each multifunctional IP telephone. Text information indicating the recognition result is acquired (step S011).

After step S011, the control device 467 further transmits information from the emotion analysis server 440 or the like via the communication device 463 to the information representing the emotion of the call partner of each multi-function IP telephone (that is, mildness, anger, The ratio of pleasure and sadness) is acquired (step S013).

When it is determined as NO in step S007, or after the end of step S013, since an image of the current level becomes possible, the control device 467 functions as a first information generation unit or a second information generation unit, Using information collected from the agent status management server 450, etc., an image as shown in any one of Figs. 3B to 3H is generated for each seat ST _i as a first image or a second image, After arranging in a layer, it is displayed on the display device 469 (step S015).

After step S015, the control device 467 determines which seat ST _i is selected by the position signal output from the operation input device 461 in the image being displayed on the display device 469 Is judged (step S017).

When it is determined as YES in step S017, the control device 467 functions as a third information generation unit, and in the same manner as when creating a level 4 image, a pop-up image (IPU) as an example of the third image (refer to Fig. 3H). Reference) is generated, and the periphery of the seat ST _i selected in the image of the current level is also arranged on the second layer and displayed on the display device 469 (step S019).

When it is determined as NO in step S017 or after the end of step S019, the control device 467 in the image being displayed on the display device 469, the position signal output from the operation input device 461 is any one seat It is determined whether or not the object OBJ3 in (ST _i ) is selected. That is, the control device 467 determines whether or not to generate the widget image IWG (step S021 in Fig. 4B).

When it is determined as YES in step S021, the control device 467 functions as a third information generation unit, and after acquiring necessary information (i.e., agent status or alarm) in the same manner as when creating images of each level, A widget image (IWG) (see Fig. 3I or 3K), which is another example of the third image, is generated, and a predetermined position in the image of the current level is also placed on the second layer and displayed on the display device 469 (Step S023).

After the end of step S023, the control device 467 determines whether or not the object OBJ20 has been clicked (ie, selected) in the widget image IWG being displayed. In other words, the control device 467 determines whether or not to display a simple flow of customer response (step S025).

When it is determined as YES in step S025, the control device 467 functions as a third information generation unit, acquires the necessary agent status from the agent status management server 450, and in the displayed widget image (IWG). , A field in which a simple flow of the operator's customer response in the target multifunctional IP telephone is graphically displayed in a time series is opened (step S027). In this field, as described above, as a simple flow of customer response, the start time and end time of customer response, the start time and end time of holding an external call, and the start time and end time of an extension call are displayed. Is displayed. In the present disclosure, a button for starting the reproduction of audio information of an external call or an extension call is also displayed.

When it is determined as NO in step S025, or after the end of step S027, the control device 467 determines whether a button in the field of the object being displayed OBJ20 is clicked (i.e., selected) by the operation input device 461 Judge whether or not. In other words, the control device 467 determines the necessity and necessity of streaming distribution of audio information (step S029).

When it is determined as YES in step S029, the control device 467 designates the start time and extension number for customer correspondence to the call recording server 410 through the communication device 463, and sends the corresponding multi-function IP telephone. Then, the streaming of voice information corresponding to the customer, which started from the start time, is requested (step S031).

When receiving the streaming of audio information through the communication device 463, the control device 467 functions as a reproduction control unit and causes the received audio information to be output as audio from the audio output device 4611 (step S033).

When it is determined as NO in step S029, or after the end of step S033, the control device 467 determines whether the object OBJ22 being displayed has been clicked (ie, selected) by the operation input device 461. In other words, the control device 467 determines the necessity or necessity of displaying the speech recognition result (step S035 in Fig. 4C).

When it is determined as YES in step S035, the control device 467 designates the start time and extension number of customer correspondence to the voice recognition server 430 through the communication device 463, and the corresponding multifunctional IP telephone Then, the text information of the customer response started from the start time is requested (step S037).

When receiving text information through the communication device 463, the control device 467 functions as a third information generating unit, and uses the received text information into a predetermined field of a widget image (IWG) as an example of the third image. In addition, it is made to display on the display device 469 (step S039). In addition, in steps S035 to S039, the control device 467 may receive not only text information, but also audio information corresponding to a corresponding customer. In this case, when an icon button provided next to each text information is pressed, a corresponding recorded voice is played.

In addition, the control device 467 also displays the details of the detection filter/alarm in time series, or displays an instant message conversation with the SV, even when the object being displayed (OBJ21, OBJ23, OBJ25) is clicked, It is also possible to display the recent operation status of the target operator.

When it is determined as NO in step S021, when it is determined as NO in step S035, or after the end of step S039, the control device 467 is determined by the user from the operation amount of the slider SL in the image at the current level. It is determined whether or not the level of the magnification has changed (step S041).

If it is determined as NO in step S041, the process from step S003 and after step S003 is repeated as it is at the previous level, but if it is determined as YES in step S041, after storing the level after the change (step S043), after step S003 based on the level after the change Repeat the treatment.

<6. Actions and effects of information providing devices>

As described above, the image generated by the information providing device 460 shows the operator's seat layout in the call center at a specified enlargement ratio. Moreover, in this image, the business situation of each operator is expressed by a predetermined number of object groups, and each seat is configured using the same object group. Here, the larger the magnification, the more objects are used to represent the seat, so if the user (typically SV) sets the magnification to be small, the magnification ratio is set larger than the work situation of multiple operators can be overlooked. Then, the user can recognize the detailed work situation of some operators.

<7. Bookkeeping>

In the above disclosure, in the call management network 400, a call recording server 410, a call management server 420, a voice recognition server 430, an emotion analysis server 440, an agent status management server 450, and The information providing device 460 has been described as a physically independent device. However, it is not limited to this, and at least one of the call recording server 410, the call management server 420, the voice recognition server 430, the emotion analysis server 440, and the agent status management server 450 is information It may be included in the providing device 460. In addition, at least one of the call recording server 410, the call management server 420, the voice recognition server 430, the emotion analysis server 440, and the agent status management server 450 may be included in the other.

In addition, in the above disclosure, the level of the magnification ratio is set by a user operating the operation input device 461. However, it is not limited to this, and the level setting of the magnification ratio may be automatically performed.

[Industrial availability]

The information providing device according to the present disclosure allows a user to recognize the work status of a plurality of operators and the detailed work status of some operators, and can be installed in a call center or the like.

460 Informational device
461 Operation input device
463 communication device
465 memory
467 control unit
469 display device
4611 audio output device

Claims (6)

A first image showing the layout of the seats of multiple operators at a first magnification, wherein the approximate work situation of each operator is represented by a first object group, and each of the seats is constructed using the first object group A first information generator that generates
As a second image representing the layout at a second magnification greater than the first magnification ratio, a second object group with a larger number of objects than the first object group expresses the detailed work situation of each operator and each seat is 2 A second information generation unit that generates a second image constructed using the object group,
An information providing apparatus including a display unit that displays the first image or the second image specified by a user for each display unit including the layout of the seats of the plurality of operators. The method of claim 1,
When a seat is selected in the first image or the second image displayed on the display unit, the information providing device provides a more detailed work situation for a corresponding operator than the first and second object groups. 3 further comprising a third information generating unit for generating a third image represented by the object group,
An information providing device in which the display unit combines and displays the third image with the first image or the second image being displayed on the display unit. The method of claim 2,
When a predetermined object of the third image is selected, the information providing apparatus further comprises a reproduction control unit for reproducing audio information indicating a voice call between a corresponding operator and a customer. The method of claim 2,
When text information representing a conversation between the operator and the customer is stored in the text storage device, the third information generation unit, when a predetermined object of the third image is selected, sends a voice call between the corresponding operator and the customer by text. An information providing device that acquires indicated text information from the text storage device and adds it to a third image. The method according to any one of claims 2 to 4,
The third image includes a pop-up image and a widget image,
The pop-up image is displayed while a seat in the first image or the second image is designated,
The widget image is displayed after a predetermined object in the first image or the second image is specified, and then displayed until a predetermined object in itself is specified. The method according to any one of claims 2 to 5,
In the third image, an information providing device in which a corresponding operator's customer correspondence is graphically displayed in a time series.

Images