CN101500044B - Call center apparatus - Google Patents
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- CN101500044B CN101500044B CN2008101752700A CN200810175270A CN101500044B CN 101500044 B CN101500044 B CN 101500044B CN 2008101752700 A CN2008101752700 A CN 2008101752700A CN 200810175270 A CN200810175270 A CN 200810175270A CN 101500044 B CN101500044 B CN 101500044B
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Abstract
The invention provides a calling center device, in which a manager can decide a processing method corresponding to the cognition and condition of assistant operators in short period even in presence of many operators of management objects, comprising: an operator terminal for inputting, generating and transmitting auxiliary request data according to an auxiliary request, and a manager terminal for generating auxiliary request display data using a display format determined based on the auxiliary request data from the operator terminal and performing image display to the auxiliary request information according to the data.
Description
Technical field
The present invention relates to comprise a plurality of operators terminal of tackling the next phone of client and be used to manage call center's device of the manager terminal at this operator terminal.
Background technology
Usually, a plurality of operators are in standby in the call center, the phone that the reply client comes.When operator's manager is judged as when being necessary auxiliary discontented, the operator that puts question to who is just suffering from the reply client, the conversation of keeping watch on this operator waits assist operator.For example; The professional auxiliary system of operator in the call center is disclosed in the patent documentation 1; It comprises the unit that operator's call voice is transformed to digital voice data, according to the unit of digital voice data output function person's puzzled degree, shows the unit of output puzzlement degree etc. to the auxiliary terminal.Through this system, can assist reliably to be difficult to tackle client, the operator who is just wanting help.
[patent documentation 1] TOHKEMY 2007-4000 communique
Yet, under the situation of the large-scale call center under a plurality of operators, because the manager operator's that should assist number increases, so that the operator's that the manager should hold amount of information also becomes is many.The manager must all look over so as to check to all information in order to discern the operator that should preferentially assist, so notice and need auxiliary operator become slow, exists and in fact sets about assisting the problem that becomes slow.In addition, the manager assists when must all look over so as to check to relevant this operator's information in order to determine the processing method of the situation that respective operations person is absorbed in, so there is the elongated problem of time of an auxiliary block post cost.
Notice the operator who sinks into difficult situation even add the manager; Because whether this operator can not notice self-condition to the manager; Or, currently whether can answer equity not confirm, so there is the problem that can produce understanding deviation between operator and the manager for what carries out oneself.In addition, most cases is that a plurality of managers belong to large-scale call center, still, does not possess the manager unit of exchange message each other, exists in and produces understanding deviation and auxiliary inefficient problem between the manager.
Summary of the invention
The present invention accomplishes in order to address the above problem just; Its purpose is; Even the operator that a kind of management object is provided is for most, the manager also can determine and the operator's that should assist understanding and call center's device of situation corresponding processing method at short notice.In addition, its purpose is to provide a kind of and can makes between operator and the manager, and the understanding zero deflection between the manager, realizes effectively auxiliary call center's device.
Based on call center of the present invention device; It is characterized in that; It is the call center's device that comprises a plurality of operators terminal and be used to manage the aforesaid operations at least one manager terminal at person terminal; Aforesaid operations person terminal comprises: assistance requests data generation portion, and input generates the assistance requests data according to assistance requests for it; Assistance requests data sending part; It sends above-mentioned assistance requests data to above-mentioned manager terminal; Above-mentioned manager terminal; Comprise: assistance requests video data generation portion, it utilizes the display format that determines based on from the assistance requests data at aforesaid operations person terminal, generates the assistance requests video data; Display part, it carries out picture to assistance requests information and shows based on above-mentioned assistance requests video data.
Description of drawings
Fig. 1 is the block diagram that call center's device and public network and client terminal are together represented.
Fig. 2 is a block diagram of having represented at length to represent call center's device of operator terminal and manager terminal.
Fig. 3 is the figure of the example of expression assistance requests input picture.
Fig. 4 is the figure of the example that shows of the picture of expression processing method information.
Fig. 5 is the figure of the example of expression weighted data table.
Fig. 6 is the figure of the example of expression display format tables of data.
Fig. 7 is the figure of the example of expression processing method alternate data table.
Fig. 8 is the figure of the example that shows of the picture of expression assistance requests information.
Fig. 9 is the block diagram of expression call-management server.
Figure 10 is the figure of the example of expression manager terminal identifier data table.
Figure 11 is the flow chart of expression received processing program.
Figure 12 is the precedence diagram of the action confirmed from operator and gerentocratic call reception to the processing method of expression.
Figure 13 is the flow chart of expression assistance requests information DP display processor.
Figure 14 is the block diagram that expression comprises call center's device of a plurality of manager terminal.
Figure 15 is the precedence diagram that the transmitting-receiving of data between expression processing method data and manager is handled.
Symbol description among the figure: 1-call center device; 100-gateway server; 200-database server; 300-recording server; 400-call-management server; 410-manager terminal identifier storage part; 420-manager terminal identifier selection portion; 430,440-relay; 500-1～500-n-operator terminal; 510-processing method data reception portion; 520-operator end side display part; 530-operator end side input part; 540-assistance requests data generation portion; 550-assistance requests data sending part; 600-1～600-m-manager terminal; 610-assistance requests data reception portion; 620-assistance requests video data generation portion; 621-weighted data storage part; 622-demonstration rank determination section; 623-display format data store; 624-processing method alternate data storage part; 625-generation portion; 630-manager terminal side display part; 640-manager terminal side input part; 650-processing method data sending part; Receiving and transmitting part between 660-manager; 700-LAN; 800-public network; 900-client terminal; HL-assistance requests data; MS-processing method data; RT, RM, RB, LT, LM, LB-picture area; The picture of HG1, HG2-assistance requests information shows.
Embodiment
Below, with reference to accompanying drawing the execution mode that the present invention relates to is at length explained.
< the 1st embodiment >
Fig. 1 is with the block diagram of call center's device 1 with public network 800 and 900 expressions of client terminal.Call center's device 1 through public network 800, receives the calling from client terminal 900, and any one through a plurality of operators terminal that self is held is distributed receipt of call and calls out connection, deals with the phone from client's discontented, inquiry etc.
Call center's device 1 comprises: gateway server 100, database server 200, recording server 300, call-management server 400, operator terminal 500-1～500-n (n is a positive integer) and manager terminal 600-1～600-m (m is a positive integer).These interconnect through LAN700 in call center's device 1.
Call-management server 400 according to from information such as sender's number of gateway server 100 and receiving numbers, is obtained information such as organize under relevant client's details and telephone line, the operator from database server 200.Then, call-management server 400, according to this information, differentiation should distribute affiliated group of the best of receipt of call, and, according to operator's technical ability rank with become elapsed time of receiving behind the holding state etc., in affiliated group, select optimal operations person.Call-management server 400 makes operator terminal that should the optimum operation person called out with client terminal 900 to be connected.In addition, call-management server 400 possesses the unit of relay communication data between operator terminal 500-1～500-n and manager terminal 600-1～600-m.
Each of operator terminal 500-1～500-n is the communication terminals such as for example personal computer that the operator uses, and per 1 operator is distributed 1.Each of manager terminal 600-1～600-m is the communication terminals such as for example personal computer of assisting, helping manager's use of operator, and per 1 manager is distributed 1.
Fig. 2 is a block diagram of having represented at length to represent call center's device 1 of operator terminal 500-1 and manager terminal 600-1.In addition, not shown with gateway server 100, database server 200 and recording server 300 among the figure.
Operator terminal 500-1 comprises: operator's end side input part 530, assistance requests data generation portion 540, assistance requests data sending part 550, processing method data reception portion 510, operator's end side display part 520.
Operator's end side input part 530 is keyboard, mouse etc. for example, accepts operator's input.When the operator suffers from the reply with client, when the manager seeks assistance requests, to the information of operator's end side input part 530 these meanings of input expression.At this moment, the operator for example import importance degree, the reply of assistance requests urgency, generation the obstacle kind and want to convey to gerentocratic message etc.Fig. 3 is the figure of the example of expression assistance requests input picture.Can be with selection form input importance degree and urgency, the operator selects the arbitrary value in 1,2 and 3 numerical value according to this importance degree and urgency.Also can be with selection form input obstacle kind, the operator selects to be discontented with, in soft obstacle and the hard obstacle any.In addition, on picture, be provided with the message hurdle of the form that can directly import through keyboard etc.For example, when the obstacle kind was hard obstacle, for passing on this symptom, the operator imported [installing inoperative] etc. in the message hurdle.Below, the input that above-mentioned operator is carried out is called the assistance requests input, and the data of expression being carried out the information of assistance requests input are called operator's status data.
Assistance requests data generation portion 540, the assistance requests input according to operator's end side input part 530 generates the assistance requests data, and offers assistance requests data sending part 550.The assistance requests data are to comprise the data that operator's status data is operator's terminal identifier etc. at the operator terminal under importance degree, urgency, obstacle kind, message and the expression self.
Assistance requests data sending part 550 through call-management server 400, will send to manager terminal 600-1～600-m from the assistance requests data of assistance requests data generation portion 540.In addition, Fig. 2 only illustrates the transmit path to manager terminal 600-1.
Processing method data reception portion 510 through call-management server 400, receives from any processing method data among manager terminal 600-1～600-m, and offers operator's end side display part 520.The processing method data are expression manager data according to the processing method of operator's assistance requests selection.In addition, Fig. 2 only illustrates the RX path from manager terminal 600-1.
Operator's end side display part 520 according to the processing method data from processing method data reception portion 510, carries out picture to processing method information and shows.Fig. 4 is the figure of the example that shows of the picture of expression processing method information.The processing method that has shown the obstacle kind that the operator notified (for example hard obstacle etc.) and selected by the manager (for example pass on etc.).This picture is shown the appropriate location that is presented on the picture of operator's end side display part 520 gets final product.
Each of operator terminal 500-2～operator terminal 500-n is identical with the formation of operator terminal 500-1.
Manager terminal 600-1 comprises: assistance requests data reception portion 610, assistance requests video data generation portion 620, manager terminal side display part 630, manager terminal side input part 640 and processing method data sending part 650.
Assistance requests data reception portion 610 through call-management server 400, receives the assistance requests data from operator terminal 500-1～500-n, and offers assistance requests video data generation portion 620.In addition, Fig. 2 only illustrates the RX path from operator terminal 500-1.
Assistance requests video data generation portion 620 comprises: weighted data storage part 621 shows rank determination section 622, display format data store 623, processing method alternate data storage part 624 and generation portion 625.
Weighted data storage part 621 is being stored the weighted data table.Fig. 5 is the figure of the example of expression weighted data table.Each of urgency, importance degree and obstacle kind set weighted value. Weighted value 50,40 and 30 is the number of degrees 1,2 and 3 of corresponding urgency respectively.Equally, the number of degrees 1,2 and 3 of weighted value 60,50 and the corresponding importance degree of 40 difference.In addition, respectively discontented, the soft obstacle and the hard obstacle of corresponding obstacle kind of weighted value 30,50 and 60.In addition, the number of degrees shown in Figure 5 and weighted value are an example, also can be other numerical value.
Show rank determination section 622; Obtain the manager terminal identifier that comprises in the assistance requests data from assistance requests data reception portion 610; Under the situation that to manager terminal (to call suitable manager terminal in the following text) that should the manager terminal identifier is the manager terminal 500-1 under self; Obtain operator's status data of expression urgency, importance degree and the obstacle kind etc. that are included in these assistance requests data, show rank according to this data decision.At this moment, show rank determination section 622, with reference to being stored in the weighted data table in the weighted data storage part 621, decision shows rank.For example; The number of degrees of the urgency in being included in the assistance requests data are 1, the number of degrees of importance degree are 1, the obstacle kind is under the situation of hard obstacle; Show rank determination section 622; From the weighted data table, obtain the weighted value corresponding 50,60,60 respectively, will carry out the 170 conduct demonstration ranks that simple add operation obtains these values with these.In addition, other computational methods of display level also can be the method beyond the simple add operation.
Display format data store 623 is being stored the display format tables of data.Fig. 6 is the figure of the example of expression display format tables of data.Here, display position and display object and each are shown that rank set up corresponding relation.For example, to showing rank [200～170], corresponding display position " upper right ", display object " all ".Display position, the position in the display frame of expression manager terminal side display part 630.Display object is should be as the information of display object in expression urgency, importance degree and the obstacle kind.Here, other peak of display level is 200, and minimum is 0.
Under the situation of demonstration rank that is [200～170] that is highest level; Display position is [upper right], is being that display position is [in the right side] under the situation inferior to the demonstration rank of highest level that is [160～130]; Under the situation that is demonstration rank that is [120～100] below this; Display position is [bottom right], according to showing rank, sets the display position on the picture for difference.That is to say, set for, near the demonstration rank of highest level, be presented at right side, upside more more, set on the contrary, other shows rank near lowermost level more, is presented at left side, downside more.
Under the situation of demonstration rank that is [200～170] that is highest level; Display object is [all], is being that display object is [urgency, an importance degree] under the situation inferior to the demonstration rank of highest level that is [160～130]; Under the situation that is demonstration rank that is [120～100] below this; Display object is [urgency, an obstacle kind], according to showing rank, should become different as the data setting of display object.Usually, the manager sets as follows: more near the demonstration rank of highest level, make amount of information many more, in addition, to thinking that prior information preferentially shows.
On the display format tables of data,,, be set at display position [left side down], display object [urgency, obstacle kind] to display level other [beyond suitable manager] when the manager terminal 500-1 under self is not the display format when being fit to manager terminal.
Processing method alternate data storage part 624, storage processing method alternate data table.Fig. 7 is the figure of the example of expression processing method alternate data table.Here, processing method alternate data and each obstacle kind are set up corresponding relation.For example, to obstacle kind [being discontented with], corresponding candidate 1 [conversation is kept watch on], candidate 2 [calling record], candidate 3 [passing on].The processing method candidate, be the manager according to assistance requests from the operator, the candidate of adoptable processing method.
Manager terminal side display part 630 according to the assistance requests video data from assistance requests video data generation portion 620, carries out picture to assistance requests information and shows.Manager terminal side display part 630, preferably the form with so-called pop-up window shows assistance requests information.Fig. 8 is the figure of the example that shows of the picture of the assistance requests information in the expression manager terminal display part 630.Here, for convenience's sake, with the viewing area of picture be divided in upper right, the right side, in the bottom right, upper left a, a left side and left side down, each is expressed as symbol RT, RM, RB, LT, LM and LB respectively.
The picture of assistance requests information shows HG1, be when show that rank is 200～170, the obstacle content is during for [be discontented with], manager terminal side display part 630 is according to the assistance requests video data of assistance requests video data generation portion 620 generations, the picture displayed demonstration.Owing to be the demonstration rank [200～170] of highest level, so the affiliated group name under operator's name, operator, also the whole information with urgency, importance degree, obstacle kind and message is presented on the upper right picture area RT.Simultaneously, because the obstacle content be [be discontented with], so in processing method alternate data table, [supervision of conversing], [calling record] of corresponding obstacle content [be discontented with] reached [passing on] and show as the processing method candidate.
The picture of assistance requests information shows HG2; Be under the situation of manager terminal under self for the manager terminal beyond the suitable manager terminal; The assistance requests video data that manager terminal side display part 630 generates according to assistance requests video data generation portion 620, picture displayed shows.Because the manager is fit to the manager, so, will be presented on the picture area LB under the left side as the urgency and the obstacle kind of the information of necessary irreducible minimum with operator's name, affiliated group name.
Manager terminal side input part 640; For example be keyboard, mouse etc.; Accept the processing method selection input that the operator carries out, and this selection input is that the operator is chosen in any in the processing method candidate that comprises in the processing method candidate information of carrying out the picture demonstration in the manager terminal side display part 630.For example, on manager terminal side display part 630, as the processing method candidate, shown that [conversation is kept watch on], [calling record] reach under the situation of [passing on], the operator selects any in these candidates through the input of keyboard or the click of mouse etc.Manager terminal side input part 640, as processing method, notice is given processing method data sending part 650 with the candidate of this selection.
Processing method data sending part 650; Generate the processing method data of expression by the processing method of manager terminal side input part 640 notices; And, send to the operator terminal (having sent the operator terminal of assistance requests data) of sending the destination through call-management server 400.At this moment, processing method data sending part 650 with the operator terminal of the operator's terminal identifier that comprises in the corresponding assistance requests data, is made as the operator terminal of sending the destination.Processing method data sending part 650 is obtained operator's terminal identifier (not shown in the path profile of obtaining 2) from assistance requests data reception portion 610.In addition, only illustrate transmit path among Fig. 2 to operator terminal 500-1.
Fig. 9 is the block diagram of expression call-management server 400.Call-management server 400 comprises manager terminal identifier storage part 410, manager terminal identifier selection portion 420 and relay 430 and 440.
Manager terminal identifier storage part 410 is set up corresponding relation with operator's associated data and manager terminal identifier and is stored.Figure 10 is the figure of the example of expression manager terminal identifier data table.Here, operator's associated data (being made as the data (below be called under group data) of group under the expression here) and each the intrinsic manager terminal identifier of representing manager terminal 600-1～600-m are carried out correspondence.For example, manager terminal identifier 600-1 is corresponding with affiliated group of data [group 1].
The manager terminal identifier is selected by manager terminal identifier selection portion 420 from manager terminal identifier data table, and affiliated group of data that comprise in the assistance requests data of this manager terminal identifier correspondence from operator terminal 500-1～500-n.Manager terminal identifier selection portion 420 will be included in through the manager terminal identifier that this selection obtains and select in the assistance requests data, and offer relay 430.
Figure 11 is the flow chart of expression received processing program.Below, with reference to Figure 11, the processing of the reception in call center's device 1 is described.
Call-management server 400, according to this information, differentiation should distribute the best affiliated group (step S104) of receipt of call.And call-management server 400 according to operator's technical ability rank, become elapsed time of receiving behind the holding state etc., is selected optimal operations person (step S105) from affiliated group.Then, call-management server 400 makes operator terminal 500-1 that should the optimum operation person called out with client terminal 900 to be connected (step S106).The operator of the operator terminal 500-1 of connection is called out in use, to reply (step S107) from client's discontented, inquiry etc.
Figure 12 is the precedence diagram from call reception to the action of confirming processing method that expression is undertaken by operator and manager.Below, describe to the action of confirming processing method from call reception what operator and manager carried out with reference to Figure 12.
At first, the operator accepts receipt of call, and begins conversation (step S201) between client.The operator; And client between conversation in; According to from client discontented, from client's professional or senior inquiry content, recognize under the situation of the state that has been absorbed in the reply difficulty (step S202), begin generation (step S203) to gerentocratic assistance requests.The operator can select the number of degrees, kind (step S204) with the project of selection form input to urgency, importance degree, obstacle kind and so on.Simultaneously, the operator generates to come round and knows to gerentocratic message (step S205).The operator accomplishes under the situation that generates assistance requests, through sending the indication input, sends assistance requests data (step S206).With the assistance requests data, through call-management server 400, send to manager terminal 600-1, and on manager terminal side display part 630, carry out the picture demonstration as assistance requests information.
The manager of use and management person terminal 600-1 for example confirms to be carried out the assistance requests information (step S207) that picture shows with the pop-up window form.The manager at first confirms operator's condition informations (step S208) such as urgency, importance degree, obstacle kind.Then, confirm according to this, be judged as priority when high, further acknowledge message (step S209) the manager.The manager selects processing method (step S210) according to these confirmations.Processing method data with this selecteed processing method of expression send to operator terminal 500-1 through call-management server 400, on operator's end side display part 520, carry out picture as processing method information and show.
The operator confirms to be carried out the processing method information (step S211) that picture shows.Thus, the operator can know the assistance requests that self is sent, the situation of the processing that reason person is used to assist and processing method thereof.
Figure 13 is the flow chart of expression assistance requests information DP display processor.Below, with reference to Figure 13, the assistance requests information among the manager terminal 600-1 is shown that processing describes.
At first, assistance requests data reception portion 610 receives the assistance requests data (step S301) from operator terminal 500-1 through call-management server 400, and it is offered assistance requests video data generation portion 620.Demonstration rank determination section 622 in the assistance requests video data generation portion 620; According to the manager terminal identifier that comprises in the assistance requests data from assistance requests data reception portion 610, whether the manager terminal 500-1 that differentiates under self is to be fit to manager terminal (step S302).
Show rank determination section 622; Differentiating is not to be to be fit under the situation of manager terminal; According to the display position of in the display format tables of data, setting corresponding [under the left side], display object [urgency, obstacle kind] with [beyond the suitable manager]; Decision is made as a left side down with display position, display object is made as the display format (step S303) of urgency and obstacle kind.On the other hand, show rank determination section 622,, obtain the information (step S304) such as urgency, importance degree and obstacle kind that are included in the assistance requests data differentiating for being under the situation of suitable manager terminal.Show rank determination section 622, obtain the weighted value of corresponding these information in the weighted data table, decision shows rank (step S305).
For example; When setting weighted data table shown in Figure 5; The number of degrees that are included in the urgency in the assistance requests data are 1, the number of degrees of importance degree are 1, when the obstacle kind is hard obstacle; Show rank determination section 622, obtain corresponding these weighted value 50,60,60 in the weighted data table respectively, will 170 be made as the demonstration rank what these carried out that simple add operation obtains.Show rank determination section 622, the display level that obtains is supplied with generation portion 625 indescribably.
Then, generation portion 625 obtains the obstacle kind processing method of data alternate data that comprises in the corresponding assistance requests data from assistance requests data reception portion 610 from processing method alternate data table, decision processing method candidate (step S307).For example; When setting processing method alternate data table shown in Figure 7; When being included in obstacle kind data in the assistance requests data and being expressed as [being discontented with]; Generation portion 625,3 candidates of the candidate 1 of decision corresponding obstacle kind [being discontented with] in processing method alternate data table [conversation is kept watch on], candidate 2 [calling record], candidate 3 [passing on].
Then, generation portion 625 generates and to be illustrated in the display format that determines in the above-mentioned processing and the assistance requests video data (step S308) of processing method candidate, and offers manager terminal side display part 630.Manager terminal side display part 630 according to the assistance requests video data that comes self-generating portion 625, carries out picture to assistance requests information and shows (step S309).In addition, before demonstration, when being selected, that kind can be carried out immediately and each of the processing method candidate preparing not shown control part is determined as options by the manager based on the assistance requests information of manager terminal side display part 630.For example, in the obstacle kind processing method candidate of [hard obstacle] during for [auxiliary affairs contact], this control part forms the processing to the link of the telephone number of auxiliary affairs etc.
As stated; Call center's device based on present embodiment; Comprise: the operator terminal, can and come round the kind of the importance degree of expression obstacle, corresponding urgency, obstacle and know and send to manager terminal for the assistance requests data of information (operator's state information) such as gerentocratic message; And manager terminal, carry out picture with the display format that determines according to the operator's condition information that comprises in the assistance requests data from the operator terminal and show.
Thus, when the operator sinks into to be difficult to reply client's state, can essential information be notified to the manager.Even the manager because the operator of management object when be most, also only confirms get final product according to the assistance requests information of the appropriate amount of operator's condition information decision, thus can the short time assurance operator's situation.In addition; Because assistance requests information is carried out the picture demonstration on according to the display position of decisions such as importance degree; Whether the manager just can judge to the short time and should preferentially assist the operator who has sent this assistance requests information through seeing the position on the picture that shows assistance requests information.And, since with correspondence the candidate of processing method of obstacle kind show simultaneously, so the manager can select processing method at short notice according to the assistance requests information of the appropriate amount that is shown.
In addition; Because the processing method that the manager selects is notified to the operator; So the operator can know the situation that assistance requests manager that self is sent handles, and, can know and carry out which type of processing; So can make the understanding zero deflection between operator and the manager, realize shortening the effectively auxiliary of non-cutting time.
< the 2nd embodiment >
Figure 14 is the block diagram that expression comprises call center's device 1 of receiving and transmitting part 660 between the manager.Below, with the 1st embodiment difference serve as main describing.
Receiving and transmitting part 660 between the manager, possess to obtain the processing method data that in processing method data sending part 650, generate, and send to the function of the manager terminal 600-2～600-m beyond the manager terminal 600-1 under self.Thus,, send to the operator terminal of having sent assistance requests with the processing method data, and, also send to each of manager terminal 600-2～600-m.Manager terminal side display part 630 has according to from the processing method data of receiving and transmitting part between the manager 660, for example through the display format of pop-up window etc., processing method information is carried out the unit that picture shows.In addition, the path of giving and accepting of processing method data from receiving and transmitting part between the manager 660 to manager terminal side display part 630, not shown in Figure 14.
Receiving and transmitting part 660 between the manager, have between each manager terminal 600-2～600-m beyond the manager terminal 600-1 under self, receive and dispatch the unit of data between the manager each other.The manager is having when coming round the situation of know giving other gerentocratic things or wanting to confirm, the information of this meaning of expression is inputed to manager terminal side input part 640.Receiving and transmitting part 660 between the manager, generate data between the management of information person that expression inputs to manager terminal side input part 640, and send to the manager terminal of sending the destination.In addition, receiving and transmitting part 660 between the manager, receive from data between the manager of each manager terminal 600-2～600-m beyond the manager terminal 600-1 under self, and offer manager terminal side display part 630.Manager terminal side display part 630 has according to from data between the manager of receiving and transmitting part between the manager 660, and information between the manager is carried out the unit that picture shows.In addition, the path of giving and accepting of manager's data from receiving and transmitting part between the manager 660 to manager terminal side display part 630, not shown in Figure 14.
Figure 15 is the precedence diagram that the transmitting-receiving of data between expression processing method data and manager is handled.Below, with reference to Figure 15 the transmitting-receiving processing of data between processing method data and manager is described.Here, manager terminal 600-1 is made as suitable manager terminal, each of manager terminal 600-2～600-m is made as other manager terminal.
At first, in suitable manager terminal 600-1, processing method data sending part 650, the selection input to the processing method of manager terminal side input part 640 according to the manager carries out generates processing method data (step S401).Processing method data sending part 650 to the operator terminal 500-1 that has sent assistance requests, send the processing method data, and receiving and transmitting part 660 between the manager, to each transmission processing method data (step S402) of manager terminal 600-2～600-m.
The processing method data reception portion 510 of operator terminal 500-1, receiving handling method data (step S403), and it is offered operator's end side display part 520.Operator's end side display part 520 according to the processing method data from processing method data reception portion 510, carries out picture to processing method information and shows (step S404).The operator can confirm to be carried out the processing method information that picture shows.
Receiving and transmitting part 660 between the manager of each of manager terminal 600-2～600-m, receive the processing method data (step S405) from receiving and transmitting part 660 between the manager of manager terminal 600-1, and it is offered manager terminal side display part 630.Manager terminal side display part 630 according to the processing method data from receiving and transmitting part between the manager 660, carries out picture to processing method information and shows (step S406).The manager of each of manager terminal 600-2～600-m can confirm the processing method information of having been carried out the picture demonstration.
The manager of each of manager terminal 600-2～600-m has confirmed to be carried out the processing method information that picture shows, as required, will see that meaning and message input to manager terminal side input part 640 to being fit to the gerentocratic of manager terminal 600-1.Receiving and transmitting part 660 between the manager; The input of carrying out according to the manager of seeing meaning and information such as message to manager terminal side input part 640; Generate data (step S407) between this management of information person of expression, and send to suitable manager terminal 600-1 (step S408).
Receiving and transmitting part 660 between the manager of suitable manager terminal 600-1, data between the receiving management person (step S409), and offer manager terminal side display part 630.Manager terminal side display part 630 according to from data between the manager of receiving and transmitting part between the manager 660, carries out picture to information between the manager and shows (step S410).And,, under the situation of having carried out replying, the object of receiving and dispatching is set as phase carries out the processing of step S407～S410 on the contrary to the manager terminal of having sent data between this manager the manager who is fit to manager terminal 600-1.
As stated; Based on each of the manager terminal 600-1～600-m of present embodiment; Comprise receiving and transmitting part 660 between the manager, and receiving and transmitting part 660 data between the manager that transmitting-receiving expression between manager terminal is seen meaning and message by the processing method data and the expression of the process information that is fit to manager's selection between this manager.Other managers can know the processing method that is fit to manager's selection; Selecteed processing method need be directed against under the suitable gerentocratic auxiliary situation for this when these other managers are judged as; Or be judged as under the suitable situation of these other managers self, can send to suitable manager and see meaning and message.Like this,,, can make the understanding zero deflection between the manager through between the manager, carrying out information exchange according to call center's device based on present embodiment, and, utilize other managers to being fit to gerentocratic suggestion etc., can realize more effective auxiliary.
Claims (6)
1. call center's device is characterized in that, comprises a plurality of operators terminal and be used to manage the aforesaid operations at least one manager terminal at person terminal,
Aforesaid operations person terminal comprises: assistance requests data generation portion, and it is imported according to assistance requests, generates the assistance requests data; With assistance requests data sending part, it sends above-mentioned assistance requests data to above-mentioned manager terminal,
Above-mentioned manager terminal comprises: assistance requests video data generation portion, and it utilizes the display format that determines based on from the assistance requests data at aforesaid operations person terminal, generates the assistance requests video data; And display part, it carries out picture to assistance requests information and shows based on above-mentioned assistance requests video data,
Above-mentioned assistance requests video data generation portion comprises: the weighted data storage part, and it is corresponding with each operator's status data and store with weighted value; Display format data store, its storage display position and display object show with each that rank has been set up corresponding relation and has been set to by each demonstration rank makes the different display format data of display position on the picture of above-mentioned display part; With show the rank determination section, its based on above-mentioned assistance requests data in the corresponding weighted value of operator's status data that comprises, decision demonstration rank,
Utilize the display format of display format data representation to generate above-mentioned assistance requests video data, and these display format data are corresponding with the demonstration rank that obtains through this decision,
Above-mentioned display part carries out picture to above-mentioned assistance requests information and shows on the display position based on the picture of above-mentioned assistance requests video data.
2. according to right request 1 described call center device, it is characterized in that,
Aforesaid operations person status data comprises at least one in importance degree data, urgency data and the obstacle kind data.
3. according to right request 1 described call center device, it is characterized in that also comprise call-management server, it comprises:
Manager terminal identifier storage part, it makes operator's associated data and manager terminal identifier set up corresponding relation and store;
Manager terminal identifier selection portion, its select with assistance requests data from aforesaid operations person terminal in the corresponding manager terminal identifier of operator's associated data that comprises;
Relay, it is included in these assistance requests data the manager terminal identifier that obtains through this selection, and carries out relaying to above-mentioned manager terminal,
Above-mentioned assistance requests video data generation portion according to the manager terminal identifier that comprises in the assistance requests data from above-mentioned call-management server, generates above-mentioned assistance requests video data.
4. according to right request 1 described call center device, it is characterized in that,
Above-mentioned manager terminal comprises: processing method alternate data storage part, and it is set up corresponding relation to the near few processing method alternate data of each obstacle kind data with it and stores;
Processing method candidate display unit, its based on above-mentioned assistance requests data in the obstacle kind data corresponding processing method alternate data that comprises, processing method candidate information is carried out picture shows;
Processing method data sending part; It will select to import the processing method data that generate according to processing method; The person terminal that sends to the aforesaid operations, and this processing method selects input to be used for selecting carrying out any in the processing method candidate that processing method candidate information that picture shows comprises
Aforesaid operations person terminal comprises operator's end side display part, in order to according to the processing method data from above-mentioned manager terminal, processing method information is carried out picture show.
5. according to right request 4 described call center devices, it is characterized in that,
Above-mentioned manager terminal comprises: manager terminal processing method data transmission unit, and its manager terminal beyond self is sent above-mentioned processing method data;
The processing method picture display unit, it carries out picture to facture method information and shows according to the processing method data from the manager terminal beyond self.
6. according to right request 1 described call center device, it is characterized in that,
Above-mentioned each manager terminal also comprises receiving and transmitting part between the manager of mutual transmitting-receiving manager data.
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| Application Number | Priority Date | Filing Date | Title |
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| JP2008019211 | 2008-01-30 | ||
| JP2008019211A JP5125551B2 (en) | 2008-01-30 | 2008-01-30 | Call center equipment |
| JP2008-019211 | 2008-01-30 |
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| CN101500044A CN101500044A (en) | 2009-08-05 |
| CN101500044B true CN101500044B (en) | 2012-02-01 |
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| CN2008101752700A Expired - Fee Related CN101500044B (en) | 2008-01-30 | 2008-11-10 | Call center apparatus |
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| CN (1) | CN101500044B (en) |
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| JP6874604B2 (en) * | 2017-08-30 | 2021-05-19 | 沖電気工業株式会社 | Coping person support device, coping person support program, and coping person support method |
| JP7180252B2 (en) * | 2018-09-28 | 2022-11-30 | 富士通株式会社 | Incident management program, incident management device and incident management method |
| JP2020136997A (en) * | 2019-02-22 | 2020-08-31 | 沖電気工業株式会社 | Processor, processing program, processing method, and processing system |
| CN111355850B (en) * | 2020-03-10 | 2021-05-14 | 北京佳讯飞鸿电气股份有限公司 | Semi-interactive telephone traffic monitoring platform |
| CN112040075A (en) * | 2020-08-28 | 2020-12-04 | 厦门羽星科技股份有限公司 | Agent voice auxiliary system based on voice recognition |
| JP7396316B2 (en) * | 2021-03-09 | 2023-12-12 | 株式会社リコー | Notification management system, communication system, notification management method, and program |
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| US6134318A (en) * | 1997-03-19 | 2000-10-17 | At&T Corp | System and method for telemarketing through a hypertext network |
| JP2002218025A (en) * | 2001-01-18 | 2002-08-02 | Kyocera Corp | Mobile communication equipment and method for notifying incoming |
| JP2005210153A (en) * | 2004-01-20 | 2005-08-04 | Matsushita Electric Ind Co Ltd | Call center system |
| JP4100374B2 (en) * | 2004-06-23 | 2008-06-11 | 富士通株式会社 | Message display program and message display method |
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| JP特开2004-252668A 2004.09.09 |
| JP特开2007-4000A 2007.01.11 |
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| JP5125551B2 (en) | 2013-01-23 |
| CN101500044A (en) | 2009-08-05 |
| JP2009182602A (en) | 2009-08-13 |
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