WO2004068382A1

WO2004068382A1 - Administration parameter collection/optimization apparatus and method

Info

Publication number: WO2004068382A1
Application number: PCT/JP2003/000722
Authority: WO
Inventors: Hideki Yamanaka
Original assignee: Fujitsu Limited
Priority date: 2003-01-27
Filing date: 2003-01-27
Publication date: 2004-08-12
Also published as: JPWO2004068382A1

Abstract

An administration parameter collection/setting apparatus and an administration parameter optimization apparatus used in an administration parameter optimization system for supporting optimization of administration parameters of a contact center. The administration parameter collection/setting apparatus includes a secret administration paramger generation unit for excluding secret inforamtion from the administration parameters and generating secret administration parameters. The administration parameter optimization apparatus includes a simulation unit fopr performing a simulation using the secret administration parameter. Moreover, the administration parameter optimization apparatus further includes a case accumulation unit for accumulating a simulation result and a secret administration parameter while correlating them as a case in a case database and a similar case search unit for searching for a similar case from the cases accumulated in the case database and transmitting it to the administration parameter collection/setting apparatus.

Description

Operation parameter collection: optimization device and method

Operation parameter collection and setting device, operation parameter optimization device, operation parameter optimization method, operation parameter collection and setting program, and operation parameter optimization program

The present invention relates to an operation parameter used for optimizing an operation parameter of a contact center.

Regarding parameter collection setting device, operation parameter optimization writing device, operation parameter optimization method, operation parameter collection setting program and operation parameter optimization program, in particular, confidential information of each contact center is not disclosed to other contact centers It relates to an operation parameter collection and setting device, an operation parameter optimization device, an operation parameter optimization method, an operation parameter collection and setting program, and an operation parameter optimization program that enable the sharing and mutual use of operation parameters between contact centers. is there. Background art

In recent years, contact center systems that support contact center operations that receive inquiries and complaints from customers have become more complex multi-channel systems, from single-channel systems using only phones to channels for e-mail and chat. It is a stem.

In the conventional single-channel system, the contact center manager was able to plan the work schedule of the operator by using a WFM (Work Force Management) tool. However, this WFM tool only allows scheduling of telephone channels, and does not distribute complex transactions to operators as in the case of multi-channel.

Also, in order to set complex operating parameters of the multi-channel system, Operation parameter setting support tools having more advanced functions have been developed (for example, see US Pat. No. 6,044,355). However, using the operation parameter setting support tool requires a high level of expertise, and it is not easy for contact center administrators to use this tool. Under these circumstances, it has become difficult for contact center managers to independently optimize the operating parameters of multi-channel contact centers.

Therefore, instead of optimizing the operating parameters independently by the contact center manager, an operating parameter optimizing system based on the knowledge and experience of advanced specialists was constructed, and each contact center's It is conceivable that managers commonly use this operation parameter optimization system.

However, since some contact center operating parameters contain information that should be kept confidential to other contact centers, it is not possible to collect contact center operating parameters in their original form. There is a problem that can not be built.

SUMMARY OF THE INVENTION The present invention has been made to solve the above-described problem of the related art, and confidential information of each contact center is not disclosed to other contact centers, so that operation parameters can be shared between contact centers and shared. It aims to provide an operation parameter collection and setting device, an operation parameter optimization device, an operation parameter optimization method, an operation parameter collection and setting program, and an operation parameter optimization program that can be used.

'Disclosure of the invention

In order to solve the above-described problems and achieve the object, the present invention is connected to an operation parameter optimization device that optimizes an operation parameter of a contact center via a network, and the operation parameter is stored in the operation parameter optimization device. An operation parameter collection and setting device that transmits and requests optimization, wherein a secret operation parameter generation unit that generates secret operation parameters by removing secret information from the operation parameters, Optimization request means for transmitting the secret operation parameter generated by the secret operation parameter generation means to the operation parameter optimization device and requesting optimization.

The present invention also relates to an operation parameter collection setting program for transmitting an operation parameter to an operation parameter optimization device for optimizing an operation parameter of a contact center and requesting optimization, wherein confidential information is obtained from the operation parameter. A secret operation parameter generation step of generating a secret operation parameter by removing the secret operation parameter, and an optimization request for requesting optimization by transmitting the secret operation parameter generated by the secret operation parameter generation step to the operation parameter optimization device. The steps are performed by a computer.

According to this invention, the secret information is removed from the operation parameters to generate the secret operation parameters, and the generated secret operation parameters are transmitted to the operation parameter optimization device to request the optimization. It is possible to share and mutually use operation parameters between contact centers without making the secret information of the center known to other contact centers.

In addition, the present invention relates to an operation method for optimizing an operation parameter transmitted from the operation parameter collection and setting device, which is connected via a network to an operation parameter collection and setting device for collecting and setting operation parameters of the contact center. A parameter optimization device, which receives a secret operation parameter from which the secret information has been removed from the operation parameter from the operation parameter collection and setting device, and performs a simulation using the received secret operation parameter. Means, and a simulation result transmitting means for transmitting a result of the simulation performed by the simulation means to the operation parameter collection and setting device.

The present invention is directed to an operation parameter optimizing program for optimizing operation parameters sent from an operation parameter collection and setting device for collecting and setting operation parameters of a contact center, wherein secret information is obtained from the operation parameters. take A simulated procedure for receiving the removed confidential operation parameters from the operation parameter collection and setting device and performing a simulation using the received confidential operation parameters, and a result of the simulation performed by the simulation procedure are performed in the operation procedure. The method is characterized in that a simulation result transmission procedure to be transmitted to the parameter collection and setting device and are executed by a computer.

According to the invention, the confidential operation parameter from which the confidential information has been removed from the operation parameter is received from the operation parameter collection and setting device, a simulation is performed using the received confidential operation parameter, and the result of the performed simulation is operated. Since the information is transmitted to the parameter collection and setting device, confidential information of each contact center is not known to the other contact centers, so that the operation parameters can be shared and mutually used between the contact centers.

The present invention also relates to an operation parameter optimization method for optimizing an operation parameter of a contact center, wherein a secret operation parameter generation step of generating secret operation parameters by removing secret information from the operation parameters; And a simulation step of performing a simulation using the confidential operation parameters generated in the parameter generation step.

According to the present invention, the confidential information is removed from the operation parameters to generate the confidential operation parameters, and a simulation is performed using the generated confidential operation parameters. The operation parameters can be shared and mutually used between contact centers without being known to the contact centers. BRIEF DESCRIPTION OF THE FIGURES

FIG. 1 is an explanatory diagram for explaining the concept of the contact center operation parameter optimization system according to the present embodiment, and FIG. 2 is a diagram illustrating the contact center operation parameter optimization system according to the present embodiment. Fig. 3 is a functional block diagram showing the system configuration. Fig. 3 shows the contact center operating parameter optimization system shown in Fig. 2. FIG. 4 is a diagram showing an example of operation parameters of a contact center, and FIG. 5 is a diagram showing an example of concealment of the operation parameters shown in FIG. FIG. 6 is an explanatory diagram for explaining the time domain division based on the operator occupancy rate, and FIG. 7 is a diagram for explaining the time domain division and the line segment approximation or the similar figure approximation of the work volume fluctuation data. FIG. 8 is a flowchart showing the processing procedure of the confidential operation parameter generation unit shown in FIG. 2, and FIG. 9 is a diagram showing a plurality of time domains using operator operating rate fluctuation data. FIG. 10 is a flowchart showing a processing procedure of a dividing process. FIG. 10 is a flowchart showing a processing procedure of a business amount variation data approximating process using a line segment. Work volume using similar figures FIG. 12 is a flowchart showing a processing procedure of the fluctuation data approximation processing. FIG. 12 is a flowchart showing a processing procedure of the business amount fluctuation data approximation processing for sequentially reducing the number of approximated line segments. Fig. 13 is a flow chart showing the processing procedure of the work volume fluctuation data approximation process in which the number of similar figures to be approximated is reduced in order. Fig. 14 is a flowchart showing the similar case shown in Fig. 2. FIG. 15 is a flowchart showing a processing procedure of a search unit. FIG. 15 is a diagram showing a computer system that executes an operation parameter collection setting program and an operation parameter optimization program according to the present embodiment. BEST MODE FOR CARRYING OUT THE INVENTION

Hereinafter, preferred embodiments of an operation parameter collection and setting device, an operation parameter optimization device, an operation parameter optimization method, an operation parameter collection and setting program, and an operation parameter optimization program according to the present invention will be described with reference to the accompanying drawings. Explain in detail.

First, the concept of the contact center operation parameter optimization system according to the present embodiment will be described. FIG. 1 is an explanatory diagram for explaining the concept of a contact center operation parameter optimization system according to the present embodiment.

As shown in the figure, this contact center operating parameter optimization system The client collects data on the operating parameters of the contact center, removes confidential information from the operating parameters, sends it to the server, and requests optimization. Here, the confidential information is the information such as the business name of the contact center, the channel name, the time variation data of each business volume, the personal name of the operator, the work shift type, etc., which is not desired to be known to other contact centers. . Then, the server receiving the request from the client performs a simulation using the operation parameters from which the confidential information has been removed, and transmits the simulation result to the client.

The server also stores the operation parameters of various contact centers and the simulation results in a database as examples, and transmits case examples of contact centers similar to the client based on requests from the client. Then, the contact center manager corrects the operation parameters of the own center with reference to the similar case sent from the server, sends the corrected operation parameters to the server, and requests a simulation. The simulation is repeated until a satisfactory simulation result is obtained, and the finally satisfied operation parameters are associated with the simulation result and registered in the database.

As described above, in the present embodiment, when a client requests a server to perform a simulation, secret information is removed from the operation parameters and transmitted to the server, and the server performs simulation using the operation parameters from which the secret information has been removed. Because of this, the simulation function on the server can be used without confidential information being known to other contact centers.

In this embodiment, the operation parameters considered to be optimal and the simulation results are stored in the server database in association with each other, so that the operation parameters are shared between the contact centers, and the operation parameters of the other contact centers are shared. The operating parameters of the own center can be optimized by reference.

Next, the system configuration of the contact center operation parameter optimization system according to the present embodiment will be described. FIG. 2 is a functional block diagram showing a system configuration of the contact center operation parameter optimizing system according to the present embodiment. As shown in the figure, this contact center operation parameter optimization system is configured by connecting operation parameter collection and setting devices 100 and 30 and operation parameter optimization device 200 via the Internet 40. You. Although only two operation parameter collection and setting devices 100 and 30 are shown here for convenience of explanation, any number of operation parameter collection and setting devices are connected to the operation parameter optimization device 200. can do. In addition, since these operation parameter collection and setting devices 100 and 30 have the same configuration, the operation parameter collection and setting device 100 will be described here as an example.

The operation parameter collection and setting device 100 collects data on the operation parameters of the contact center from the transaction distribution system 100, optimizes the operation parameters using the operation parameter optimization device 200, and then executes the transaction. This is a device for setting operating parameters of the sorting system 10. Here, the transaction distribution system 10 is a system for selecting, from among a plurality of operators, an operator in charge of a customer support operation such as telephone, chat, and e-mail received by a contact center from a customer.

The operation parameter collection and setting device 100 includes an operation data collection unit 110, a confidential operation parameter generation unit 120, a communication unit 130, a confidential operation parameter restoration unit 140, and a user. It has an interface unit 150, an operation parameter setting unit 160, and a control unit 170.

The operation data collection unit 110 is a processing unit that collects data on operation parameters from the transaction distribution system 10. Specifically, the operation amount fluctuation data, which is the time fluctuation data of the operation amount for each channel, is It collects operation data such as the operator name, work shift, and operator operation rate fluctuation data that is the time fluctuation data of the operator operation rate.

The confidential operation parameter generation unit 120 is a processing unit that generates confidential operation parameters by removing confidential information from the operation parameters, and performs encoding of confidential information and concealment of business volume fluctuation data. This secret operation parameter generation unit 120 operates W

8 By removing confidential information from the parameters, users of the contact center operation parameter optimization system can use the system without confidential information being known to other contact centers. The details of removing the confidential information from the operation parameters will be described later.

The communication unit 130 is a processing unit that communicates with the operation parameter optimizing device 200, transmits the confidential operation parameter to the operation parameter optimizing device 200, and transmits the secret parameter from the operation parameter optimizing device 200. Receive simulation results and similar cases. The secret operation parameter restoring unit 140 is a processing unit for restoring secret information with respect to the simulation result transmitted from the operation parameter optimization device 200, and is executed by the secret operation parameter generation unit 120. Operation c. Restore the radiator.

The user interface unit 150 is a process # 5 for receiving a simulation instruction from a user of the operation parameter optimization system, displaying a simulation result to the user, and the like. ,

The operation parameter setting section 160 is a processing section for setting the operation parameters restored by the confidential operation parameter restoration section 140 in the transaction distribution system 10 of the contact center. Make settings such as shift.

The control unit 170 is a processing unit that controls the entire operation parameter collection and setting device 100, receives a request from the user interface unit 150, gives an instruction to each processing unit, and controls each processing unit. Control the flow of data.

Next, the operation parameter optimizing device 200 will be described. The operation parameter optimizing device 200 is a device that performs a simulation for optimizing the operation parameters and accumulates the simulation result, and includes a simulation unit 210, a similar case search unit 220, and case accumulation. It has a section 230, a case database 240, a communication section 250, and a control section 260.

The simulation unit 210 receives from the operation parameter collection and setting device 100 This is a processing unit that performs simulations based on the confidential operation parameters, and specifically calculates the operator occupancy rate based on work volume fluctuation data and work shifts. The simulation unit 210 simulates using the confidential operation parameters of each contact center, so that the user of the contact center operation parameter optimization system can use the system without knowing the confidential information to other contact centers. Can be used.

Similar case retrieval unit ² 2 0 you search cases, namely confidentiality luck operating parameters and simulation results from the case database 2 4 0 contact center and business volume variation data of a user of the contact center operation parameter optimization system are similar It is a processing unit.

The case storage unit 230 is a processing unit that stores in the case database 240 a case in which the secret operation parameters, the simulation result, and the simulation result score are associated with each other. Here, the score of the simulation result is a value given based on the number of times the simulation result is used as a case.

The case database 240 is a database that stores the simulation results and the scores of the simulation results in association with the secret operation parameters. Accumulated cases of the contact center to the case database ₂ 4 0, similar case retrieval unit 2 2 0 by searching the similar cases from the case database 2 4 0, enabling the sharing of operational parameters between contactor Tosenta can do.

The communication unit 250 is a processing unit that communicates with the operation parameter collection / setting device 100, receives the secret operation parameter from the operation parameter collection / setting device 100, and simulates the operation parameter collection / setting device 100. The result and the similar case searched from the case database 240 are transmitted.

The control unit 260 is a processing unit that controls the entire operation parameter optimizing device 200, receives a request from the operation parameter collection and setting device 100, gives an instruction to each processing unit, and gives an instruction to each processing unit. Control the flow of data between departments.

Next, the processing of the contact center operating parameter optimization system shown in Fig. ² The procedure will be described. FIG. 3 is a flowchart showing a processing procedure of the contact center operation parameter optimizing system shown in FIG.

As shown in the figure, in this contact center operation parameter optimization system, in the operation parameter collection setting device 100, the operation data collection unit 110 collects data on the operation parameters from the transaction distribution system 10 ( Step S301). Then, the confidential operation parameter generation unit 120 removes confidential information from the operation parameters to generate confidential operation parameters, and the communication unit 130 transmits the confidential operation parameters to the operation parameter optimization device 200. (Step S302).

On the other hand, in the operation parameter optimization device 200, the communication unit 250 receives the confidential operation parameters, the simulation unit 210 performs simulation based on the confidential operation parameters, and the simulation result is transmitted to the communication unit 2 50 transmits to the operation parameter collection and setting device 100 (step S3.03).

Then, in the operation parameter collection and setting device 100, the communication unit 130 receives the simulation result, and the secret operation parameter restoration unit 140 restores the operation parameters (step S304), and The user interface section 150 displays the simulation result (step S305).

Then, the user is asked whether or not the simulation result is satisfactory (step S306), and if the user is satisfied with the simulation result, the confidential operation parameter immediately before the simulation is finalized. The operation parameter optimizing device 200 is notified of the operation parameter (step S315), and the operation parameter is set in the transaction distribution system 10 (step S316).

On the other hand, if the user is not satisfied with the simulation result, a request for a similar case search is transmitted to the operation parameter optimization device 200 (step S307). Then, in the operation parameter optimization device 200, the communication unit 250 receives the request for similar case search, and the similar case search unit 220 performs similar case search based on the request. The communication unit 250 transmits a similar case to the operation parameter collection and setting device 100 (step S308).

Then, in the operation parameter collection and setting device 100, the communication unit 130 receives the similar case, and the user interface unit 150 displays the similar case (step S309). Then, the confidential operation parameter generation unit 120 generates the confidential operation parameter from the operation parameter corrected by the user based on the similar case, and the communication unit 130 transmits the confidential operation parameter to the operation parameter optimization device 200 ( Step S 3 10),

Then, in the operation parameter optimization device 200, the communication unit 250 receives the confidential operation parameter, the simulation unit 210 performs a simulation using the received confidential operation parameter, and the communication unit 250 transmits the result to the operation parameter The data is transmitted to the collection setting device 100 (step S311).

Then, in the operation parameter collection and setting apparatus 100, the communication unit 130 receives the simulation result, the confidential operation parameter restoration unit 140 restores the operation parameters (step S312), and the user interface unit 150 Displays the simulation results using the restored operating parameters (step S313).

Then, the user is asked whether or not the simulation result is satisfactory (step S314). If the simulation result is not satisfactory, the user further modifies the operation parameters and satisfies the condition. Repeat the simulation until the simulation result is obtained. On the other hand, if the user is satisfied with the simulation result, the operation parameter collection / setting device 100 notifies the user that the confidential operation parameter that has been simulated immediately before is the final operation parameter by using the operation parameter optimization. Is transmitted to the transaction device 200 (step S315), and the operation parameters are set in the transaction distribution system 10 (step S316). Also, when the communication unit 250 receives the notification that the operation parameter is the final operation parameter from the operation parameter collection and setting device 100, the case accumulation unit 230 assigns a score to the simulation result (step S 3 1 7), case study The simulation results and the scores are stored as an example in the database 240 by associating them with the secret operation parameters (step S318).

As described above, in this contact center operation parameter optimization system, the secret operation parameter generation unit 120 of the operation parameter collection and setting device 100 removes secret information from the operation parameters to generate secret operation parameters. When the simulation unit 210 of the parameter optimization device 200 performs simulation using the confidential operation parameters, users of the contact center operation parameter optimization system may be concerned about confidential information being known to the outside world. The system can be used without it.

Also, in this contact center operation parameter optimization system, the operation parameter optimization device 200 stores past simulation cases in the case database 240, and the similar case search unit 220 reads from the case database 240 By retrieving similar cases and providing them to users, the operating parameters can be used mutually between contact centers.

Next, details of the removal of confidential information from the operation parameters of the contact center will be described. Therefore, first, the operation parameters of the contact center will be described. FIG. 4 is a diagram showing an example of the operation parameters of the contact center. As shown in the figure, the operation parameters of the contact center include the job type of the contact center, the work volume fluctuation data for each channel and each business, the operator allocation, the distribution parameters, and the operator operation rate fluctuation data.

The job type is the type of job that the contact center accepts from the customer, and specifically includes types such as “inquiry”, “request”, and “VIP & complaint”. The business volume fluctuation data is time fluctuation data of the business volume of each business such as “telephone”, “mail”, “chat”, and “campaign”, and the business volume is expressed using the number of transactions. The operator assignment is the time and task assignment of each operator, and includes “operator name”, “work shift”, “assigned task”, “assigned channel name”, and the like. The distribution parameters are parameters for the distribution function of the transaction distribution system 10, and specifically include parameters such as a "dynamic skill matching function", a "VIP selection function", and a "channel rendering function". specify. The operator operation rate fluctuation data is time fluctuation data of the rate at which the total operator is operating in all channels and business. However, since the operator utilization rate fluctuation data is not always available data, if the operator utilization rate fluctuation data is required, the operation data collection unit 110 will use the contact center business volume fluctuation data, Perform simple simulations based on operator shifts, assigned tasks, etc. to obtain operator operating rate fluctuation data.

Next, the concealment of the operation parameters of the contact center will be described. FIG. 5 is a diagram showing an example of concealment of the operation parameters shown in FIG. As shown in the figure, regarding the business type of the contact center, the business names such as “inquiry”, “request”, “VIP & complaint” are symbolized by “tslj”, “ts2”, “ts3j”, etc. For the business volume fluctuation data, the names of channels / calls such as “telephone”, “email”, “chat”, and “campaign” are referred to as “ch1,” “ch2,” “ch3,” ch 4 ”. Similarly, the operator name is symbolized by "@ P1J," "@ P2", "OP3", "OP4" or the like for the operator arrangement.

For the work volume fluctuation data, the time domain is divided into a plurality of time domains based on the operator occupancy rate, and the work volume fluctuation data of each divided time domain is approximated by a line segment or a similar figure. The data is concealed by randomly replacing the.

Here, details of the secrecy of the business amount fluctuation data will be described. FIG. 6 is an explanatory diagram for explaining time domain division based on operator availability. Also,

FIG. 7 is an explanatory diagram for explaining time domain division and line segment approximation or similar figure approximation of business amount fluctuation data.

First, the time domain division based on the operator operation rate will be described. Fig. 6 shows that the operator operating rate fluctuation data crosses the specified operator operating rate (here, 50%). This indicates that the time domain is cut at the point immediately below the cutting point at the point where the force is less than the specified operation rate. However, the area where the number of sample points is 2 or less including the cutting point is excluded, and a low operating rate is selected as the predetermined operator operating rate. Here, the time region in which the operator utilization rate is low as a result of the division is a time region in which it is not meaningful to optimize, and the operator operation time in the time region in which the operator utilization rate is low is low. The time domain with the highest rate can be optimized independently of the other time domains. Therefore, even if the time domain is divided based on the operator occupancy rate and optimization is performed independently for each of the divided time domains, the same result as the optimization without dividing the time domain can be obtained.

Next, the time domain division and line segment approximation or similar figure approximation of business amount fluctuation data will be described. As shown in FIG. 7, in the time approximation of the work amount fluctuation data, first, the work amount fluctuation data is divided into a plurality of time regions at the same cutting point as the time region division based on the operator operation rate. Then, the divided work volume fluctuation data is approximated with up to three line segments or up to two squares or triangles.

In this way, the work volume fluctuation data is divided into a plurality of time domains based on the operator occupancy rate, and the work volume fluctuation data in each of the divided time domains is approximated by a line segment or a similar figure. By using a simple simulation target, the workload fluctuation data can be concealed. In addition, by approximating the work volume fluctuation data in each time domain with a spring component or a similar figure, it is easy to search for similar cases from the case database 240 using the business volume fluctuation data. Can be done.

Next, the processing procedure of the confidential operation parameter generation unit 120 shown in FIG. 2 will be described. FIG. 8 is a flowchart showing a processing procedure of the confidential operation parameter generation unit 120 shown in FIG. As shown in the figure, first, the confidential operation parameter generation unit 120 obtains operator operation rate fluctuation data of an arbitrary operation and operation amount fluctuation data of each operation (step S810). .

Then, the entire time domain is divided into a plurality of Area (step S 802), and divide each work amount variation data into a plurality of divided time areas (step S 803).

Then, the workload variation data for each of the divided time domains is approximated by a line segment or a similar figure (step S804), and the approximated workload variation data is rearranged at random (step S8). 0 5). In addition, it is specified in advance whether to approximate the work volume fluctuation data by a line segment. Then, the time is changed to the relative time (step S806). In addition, secret information such as a business name, a channel name, and an operator name is encoded (step S807).

In this way, the secret operation parameter generation unit 120 divides each work amount fluctuation data into a plurality of time regions based on the operator change rate, and divides each divided work amount fluctuation data into a line segment or similarity. By approximating by graphic and by rearranging the time domain, each work volume fluctuation data can be concealed.

Next, a description will be given of a processing procedure of processing for dividing a time region into a plurality of regions using operator operating rate fluctuation data. FIG. 9 is a flowchart showing a processing procedure of processing for dividing a time region into a plurality of regions by using operator operating rate fluctuation data. Note that this processing corresponds to step S802 of the processing procedure of the secret management parameter generation unit 120 shown in FIG.

As shown in the figure, the process of dividing the time domain into a plurality of parts using the operator occupancy fluctuation data involves acquiring the operator occupancy fluctuation data of an arbitrary task (step S901), and An operator operation rate for cutting data is selected (step S902). Here, a low operating rate, for example, 50%, is selected as the operating rate for cutting the operator operating rate fluctuation data.

Then, a point that is the nearest sample point to the point that traverses the operator occupancy fluctuation data at the selected operator occupancy and is equal to or less than the selected operator occupancy is calculated as a set of cutting points (step S903), and the calculation is performed. From the set of cut points thus obtained, cut points that create a time region with two or less sample points are excluded (step S904). Then, it outputs area divided data of the time area delimited by the cutting point (step S905). As described above, by dividing the operator occupancy rate fluctuation data at points crossing a predetermined operator occupancy rate, the time domain can be divided into a plurality of sections. Time domain can be obtained.

Next, a process for approximating the work amount fluctuation data divided into a plurality of time domains will be described. FIG. 10 is a flowchart showing a processing procedure of a business amount fluctuation data approximation process using a line segment. FIG. 11 is a flowchart showing a processing procedure of a business amount fluctuation data approximation process using a similar figure. This work volume fluctuation data approximation process is used when approximating each work volume fluctuation data in the processing of step S804 of the processing procedure of the confidential operation parameter generation unit 120 shown in FIG. Can be

As shown in FIG. 10, the business volume fluctuation data approximation process obtains the business volume fluctuation data and the region division data (step S1001), and divides the divided region based on the obtained region division data. (Step S1002). Also, the initial value of the number n of line segments is set to “0” (step S 1003). Then, “1” is added to n (step S 1004), and the error is calculated by approximating the work amount fluctuation data with n line segments (step S 1005), and the calculated error is set. It is checked whether it is within the error (step S106).

As a result, if the calculated error is not within the set error, it is further checked whether or not the number of line segments is less than three (step S1007). If the number of line segments is less than three, To do this, increase the number of line segments and calculate the error again. On the other hand, if the number of line segments is three or more, the divided region and the line segment data are output as an approximation result (step S1008), and it is checked whether or not all the divided regions have been approximated (step S1008). Step S1009). As a result, if all the divided regions have not been approximated, the process returns to step S1002 to approximate the next divided region, and if all the divided regions have been approximated, the process ends. .

On the other hand, if the calculated error is within the set error, the divided region and the line segment data are output as an approximation result (step S1008), and it is determined whether or not all the divided regions have been approximated. (Step S 1 0 9) If not all the divided areas are approximated, Returning to step S1002, the next divided area is approximated, and if all the divided areas have been approximated, the process ends.

Also, as shown in Fig. 11, the approximation processing of business amount fluctuation data using similar figures

Then, the work volume fluctuation data and the area division data are acquired (step S1101), and one division area is selected based on the acquired area division data (step S1102). Also, the initial value of the number n of similar figures is set to “0” (step S1103). Then, “1” is added to n (step S 1104), and the error is calculated by approximating the work volume fluctuation data with n similar figures (step S 1105). It is checked whether it is within the difference (step S1106).

As a result, if the calculated error is not within the set error, the number of similar figures

It is checked whether or not the force is less than two (step S 1107). If the number of similar figures is less than two, the number of similar figures is increased and the error is calculated again. On the other hand, if the number of similar figures is two or more, the divided area and the similar figure data are output as an approximation result (step S1108), and it is checked whether or not all the divided areas have been approximated (step S1108). 1 109). As a result, if not all divided regions are approximated, step S 1

Returning to step 102, the next divided area is approximated, and if all the divided areas are approximated, the process ends.

On the other hand, if the calculated error is within the set error, the divided area and the similar figure data are output as an approximation result (step S1108), and it is checked whether or not all the divided areas have been approximated. (Step S 1109) If not all the divided areas have been approximated, the process returns to step S 1102 to approximate the next divided area. If all the divided areas have been approximated, the processing ends. I do.

In the approximation processing of the work volume fluctuation data shown in Figs. 10 and 11, the number of line segments or the number of similar figures was increased from 1 to reduce the approximation error. On the other hand, the work volume fluctuation data is approximated by a line segment or similar figure connecting all the sample points, and the number of line segments or similar figures is sequentially reduced to a predetermined number. It can be approximated. Then, an approximate line segment or similar diagram A case will be described in which the work volume fluctuation data is approximated by sequentially reducing the number of shapes to a predetermined number.

FIG. 12 is a flowchart showing a processing procedure of business amount fluctuation data approximation processing for sequentially decreasing the number of approximated line segments. FIG. 13 is a flowchart showing a processing procedure of the work amount fluctuation data approximation process for sequentially reducing the number of similar figures to be approximated.

In the work volume fluctuation data approximation processing shown in FIG. 12, the work volume fluctuation data and the area division data are acquired (step S1201), and the number n of approximated line segments is selected (step S1202). Then, one divided area is selected based on the divided area data (step S1203), and N line segments that continuously connect all the sample points in the divided area are obtained (step S1204).

Then, of the N line segments, all combinations of two continuous line segments are approximated by one line segment, and all errors are calculated (step S1205). Then, the approximation with the smallest error is adopted (step S1206), and the two line segments are replaced with one line segment. As a result, the number of line segments is reduced to one, so “1” is subtracted from N (step S 1207). Then, it is checked whether or not N is larger than n (step S1208). If N is larger than n, the process returns to step S1205 to perform the next approximation. On the other hand, if N is equal to or less than n, the divided area and the line segment data are output as an approximation result (step S1209), and it is checked whether or not all the divided areas are approximated (step S1210). If the divided region is not approximated, the process returns to step S1203 to approximate another divided region.

In the business volume variation data approximation processing shown in FIG. 13, the business volume variation data and the area division data are acquired (step S1301), and the number n of similar figures to be approximated is selected (step S1302). Then, one divided area is selected based on the divided area data (step S1303), and N line segments that continuously connect all the sample points in the divided area are obtained, and approximated by N similar figures. Yes (step S1304).

Then, of the N similar figures, all combinations of adjacent two similar figures Is approximated by one similar figure, and all errors are calculated (step S1305). Then, an approximation with the smallest error is adopted (step S1306), and two similar figures are replaced with one similar figure. As a result, the number of similar figures is reduced to one, so “1” is subtracted from N (step S 13 07). Then, it is determined whether or not N is larger than n (step S1308). If N is larger than n, the process returns to step S125 to perform the next approximation. On the other hand, if N is equal to or less than n, the divided area and the similar figure data are output as an approximation result (step S1309), and it is checked whether or not all the divided areas are approximated (step S1). 1310), if not all divided regions are approximated, the process returns to step S1303 to approximate other divided regions.

In this manner, by approximating the work amount fluctuation data divided into a plurality of time domains using a line segment or a similar figure, detailed information of the work amount fluctuation data can be concealed.

Next, the processing procedure of the similar case search unit 220 shown in FIG. 2 will be described. FIG. 14 is a flowchart showing a processing procedure of the similar case search unit 220 shown in FIG. As shown in the figure, the similar case search unit 220 selects one case from the case database 240 (step S1401), and the business of the contact center that requested the similar case. One of the workload variation data is selected (Step S1402). Then, it is determined whether or not the workload variation data whose similarity with the selected workload variation data is within the allowable range is present in the case (Step S1402). S 14 0 3). Here, the determination as to whether or not the similarity between the two workload variation data is within the allowable range is made based on the similarity of each divided time domain and the approximate similarity of the combination of all time domains. This is done using two scales.

Then, if there is work amount variation data in which the degree of similarity is within the allowable range, it is determined whether or not all the work amount variation data have been checked (step S 14 04). If the data has not been checked, the flow returns to step S1402 to determine whether or not the other workload data is similar to the workload data in the case. Find out. On the other hand, when all the work volume fluctuation data have been examined, the selected case is set as a similar case candidate (step S1405), and it is determined whether or not all cases have been examined (step S14). 0 6). If all cases have not been examined, the procedure returns to step S1401 to examine the next case, and if all cases have been examined, the highest score among similar case candidates is obtained. The case is set as a similar case (step S 14 07). If there is no business amount fluctuation data in which the similarity is within the allowable range, the process proceeds to step S1405, and it is determined whether all the cases have been examined.

As described above, the similar case search unit 220 searches the case database 240 for cases with similar workload variation data, thereby enabling the sharing of operation parameters between contact centers. .

As described above, in the present embodiment, the secret operation parameter generation unit 120 of the operation parameter collection / setting device 100 generates secret operation parameters by removing secret information from the operation parameters, and generates the operation parameters. Since the simulation unit 210 of the optimization device 200 simulates using the secret operation parameters, the contact center administrator operates the secret information without knowing it to other contact centers. Can use parameter optimization system

Also, in the present embodiment, the case accumulation unit 230 of the operation parameter optimization apparatus 200 associates the simulation result of each time domain with the secret operation parameter and accumulates the case in the case database 240 as an example. Since the similar case search unit 220 searches for similar cases from the cases stored in the case database 240 and transmits them to the operation parameter collection and setting device 100, the contact center Operational parameters can be shared between them and mutually used to optimize operational parameters. In this embodiment, the operation parameter collection and setting device and the operation parameter optimization device have been described. However, the same configuration can be realized by realizing the configuration of the operation parameter collection and setting device and the operation parameter optimization device by software. Operation parameter collection setting program with function and operation parameter optimization You can get the program. Therefore, a computer system that executes the operation parameter collection setting program and the operation parameter optimization program will be described.

FIG. 15 is a diagram showing a computer system that executes an operation parameter collection setting program and an operation parameter optimization program according to the present embodiment. As shown in the figure, the computer system 150 is composed of a main body 1501 and a display device 1505 for displaying a display screen in accordance with an instruction from the main body 1501, and a computer system. It has a keyboard 1503 for inputting various information to the 1505 and a mouse 1504 for specifying a position on the display screen.

Also, the main body 1515 is composed of a CPU 1511, a RAMI 512, a ROM 1513, a hard disk drive (HDD) 1514, and a CD—RQMZDVD drive 1515. , FD drive 15 16, 1 1 interface 15 17, LAN interface 15 18, and modem 15 19.

The computer system 1550 is connected to another computer system (PC) 1551, a server 1552, and a printer 1550 via a LAN 1550 connected to a LAN interface 1580. It can be connected to 53, etc., and can be connected to a public line 156 0 via a modem 15 19.

The operating parameter collection setting program and the operating parameter optimizing program executed in the computer system 1500 include floppy disks (FDs), CD-ROMs, DVD disks, magneto-optical disks, and IC handsets. It is stored in a portable storage medium, read from these storage media, and installed in the computer system 1500.

Alternatively, the operating parameter collection setting program and the operating parameter optimizing program include a database of a server 155 2 connected via a LAN interface 158 and a database of another computer system (PC) 155 1. And stored in databases of other computer systems connected via public and public lines 1600, read from these databases and read Installed on stem 1500.

The installed operation parameter collection setting program and operation parameter optimization program are stored in the HDD 154, and the CPU 153 is used by using the RAM 115, ROM 153, etc. Performed by 1 1.

As described above, according to the present invention, confidential information is removed from operation parameters to generate confidential operation parameters, and the generated confidential operation parameters are transmitted to the operation parameter optimization device to request optimization. With such a configuration, it is possible to share the operation parameters between the contact centers and enable mutual use without confidential information of each contact center being known to other contact centers.

Further, according to the present invention, a confidential operation parameter, in which confidential information has been removed from the operation parameter, is received from the operation parameter collection and setting device, a simulation is performed using the received confidential operation parameter, and the result of the simulation performed Is transmitted to the operation parameter collection setting device, so that the secret information of each contact center is not disclosed to other contact centers, and the operation parameters can be shared and shared between contact centers. This has the effect.

In addition, according to the present invention, the secret information is removed from the operation parameters to generate the secret operation parameters, and the simulation is performed using the generated secret operation parameters. The effect is that the operation parameters can be shared and mutually used between contact centers without being known by other contact centers. Industrial applicability

As described above, the operation parameter collection and setting device, the operation parameter optimization device, the operation parameter optimization method, the operation parameter collection and setting program, and the operation parameter optimization program according to the present invention include the operation parameters of the contact center. Suitable for contact center operation parameter optimization system that supports optimization

Claims

The scope of the claims

1. An operation parameter optimization device that optimizes the operation parameters of the contact center, which is connected via a network to the operation parameter optimization device, transmits the operation parameters to the operation parameter optimization device, and requests the optimization to obtain the operation parameter. A confidential operation parameter generating means for generating confidential operation parameters by removing confidential information from the operation parameters;

An operation parameter collection and setting device, comprising: an optimization request unit that transmits the secret operation parameter generated by the secret operation parameter generation unit to the operation parameter optimization device and requests optimization.

2. The confidential operation parameter generation unit includes: a time domain dividing unit that divides a time domain of time-varying data of business volume into a plurality of time domains based on an operation rate of an operator; 2. An operation parameter collection and setting device according to claim 1, further comprising: a time domain separating unit that removes confidential information of the time variation data of the business amount by independently handling the time domain. .

3. The confidential operation parameter generating means further comprises a work amount approximating means for approximating time variation data of the work amount in each time domain divided by the time domain dividing means. The operation parameter collection and setting device described in item 2.

4. The operation parameter optimizing device stores the confidential operation parameters of another contact center as an example, and requests a similar case search requesting the operation parameter optimizing device to search for a case where the confidential operation parameters are similar. 4. The operation parameter collection / setting device according to claim 1, further comprising request means.

5. An operation parameter optimization device that is connected via a network to an operation parameter collection and setting device that collects and sets the operation parameters of the contact center, and optimizes the operation parameters sent from the operation parameter collection and setting device. Then,

Simulation means for receiving, from the operation parameter collection and setting device, a secret operation parameter obtained by removing secret information from the operation parameter, and performing a simulation using the received secret operation parameter;

An operation parameter optimizing device, comprising: a simulation result transmitting unit that transmits a result of a simulation performed by the simulation unit to the operation parameter collection and setting device.

6. A case accumulation unit that associates a result of the simulation in each time domain performed by the simulation unit with the confidential operation parameter and accumulates the case as a case in a case database, and accumulates the case in the case database. And a similar case search unit that searches for cases similar to the confidential operation parameter received from the operation parameter collection and setting device from among the cases, and transmits the searched case to the operation parameter collection and setting device. The operation parameter optimizing device according to claim 5, characterized in that: ·

7. Operation parameter optimization method for optimizing the operation parameters of the contact center,

Remove the secret information from the operation parameters

A secret operation parameter generation step for generating

A simulation step of performing a simulation using the secret operation parameter generated in the secret operation parameter generation step,

An operation parameter optimization method characterized by including:

8. A case accumulation step of associating the result of the simulation in each time domain performed by the simulation process with the confidential operation parameter and accumulating the case in the case database, and accumulating the case in the case database. 8. The operation parameter optimizing method according to claim 7, further comprising: a similar case search step of searching for a case in which the confidential operation parameter is similar from the case examples.

9. An operation parameter collection setting program that sends operation parameters to an operation parameter optimization device that optimizes the operation parameters of the contact center and requests optimization,

A secret operation parameter generation procedure for generating secret operation parameters by removing secret information from the operation parameters,

An optimization requesting step of transmitting the confidential operation parameter generated by the concealment operation parameter generation procedure to the operation parameter optimization device and requesting optimization, and executing the optimization by a computer. Mouth gram.

10. An operation parameter optimization program that optimizes the operation parameters sent from the operation parameter collection and setting device that collects and sets the operation parameters of the contact center,

A simulation procedure of receiving a confidential operation parameter from which the confidential information has been removed from the operation parameter from the operation parameter collection and setting device, and performing a simulation using the received confidential operation parameter;

A simulation result transmission step of transmitting a result of the simulation performed by the simulation procedure to the operation parameter collection and setting device;