JP2018170611A - Call center system and telephone call monitoring method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To improve a supervisory work of a supervisor efficiency and improve the quality of responsiveness of an operator to customers in a call center.SOLUTION: An information processing apparatus requests a recognition result management apparatus to transmit call information of a call including a keyword and recognition result of speech recognition by using an extension number as a key, and the recognition result management apparatus transmits, to the information processing apparatus, telephone call information including the keyword corresponding to the extension number, the total point of each keyword in each category for each telephone call, and the recognition result of the speech recognition. In addition, the information processing apparatus displays the recognition result of the telephone call including the keyword, the keyword of the telephone call, and an icon representing the total point of the keyword in the category for the telephone call on a seat of each operator.SELECTED DRAWING: Figure 19

Description

  The present invention relates to a call center system and a call monitoring method, and more particularly to appropriately deal with troubles and complaints from customers in a situation where a supervisor simultaneously monitors a plurality of calls in a call center. The present invention relates to a suitable call center system and call monitoring method.

  In the call center or office, if a problem occurs or is likely to occur in the call contents between the customer of the callee and the operator, the operator issues an alert request to the supervisor (call center supervisor, business supervisor). , Seeking support.

  In addition, the supervisor needs to evaluate the content of the operator's call regardless of whether there is an alert request from the operator, to prevent trouble, or to take appropriate measures when trouble occurs. As a technique for the supervisor to evaluate and respond to the call content of the operator in this way, for example, there is Patent Document 1. The call center device of Patent Document 1 automatically confirms whether or not a specific word registered in advance is included in the call content after the operator call with the customer is finished, and if it is included, the recorded data ( The voice recording file) and the recording data identifier associated with the recording data are notified to the supervisor (FIG. 2, S105, paragraph number 0030).

  Further, in Patent Document 2, when a predetermined keyword is included in a call, the call content is displayed as a balloon in the seat display window (FIG. 11), and the supervisor grasps the exchange between the operator and the customer in real time. A call monitoring method for taking appropriate measures is disclosed.

JP 2009-170953 A JP-A-2006-119334

  According to the technique described in Patent Document 2, the supervisor can grasp the exchange between the operator and the customer in real time for a call including a predetermined keyword (NG word recognized as having a problem with the exchange with the customer). In addition, it is possible to confirm the details of the call on another screen (FIG. 12).

  However, according to the technique described in Patent Document 2, the means for the supervisor to simultaneously monitor a plurality of calls is character recognition, and can represent only a part of the interaction between the customer and the operator. In order to grasp the entire operator interaction with the customer, the supervisor needs to chase from the beginning to the end of the interaction, which takes time. However, since the supervisor needs to support the operator while the customer and the operator are talking, it is necessary to grasp the exchange in a short time. That is, in the technology described in Patent Document 2, the contents of a call are converted into text, and when a keyword matching a predetermined keyword list is uttered, the text is displayed in a balloon on the seating chart. Was aware. The keyword list includes words that should not be spoken by the operator and words that indicate customer anger, and includes mild to severe words. When balloons are displayed for a plurality of calls on the seating chart, the supervisor has difficulty in determining which call should be dealt with. If the supervisor makes a mistake in the order of correspondence, the supervisor cannot support (three-party call, whisper, chat, etc.) for calls with high importance, and the quality of customer correspondence will deteriorate.

  SUMMARY OF THE INVENTION An object of the present invention is to provide a call center system and a call that can improve the efficiency of supervisory monitoring operations and improve the quality of response to the customer of the operator in an environment where the contents of the call between the customer and the operator can be displayed in text in the call center. It is to provide a monitoring method.

  The call center system according to the present invention is preferably a call center system for recognizing and displaying voice data of a call by a call terminal, a call recording device for recording a call, and a voice for recognizing voice data and converting it into text. The apparatus includes a recognition device, a recognition result management device that stores a recognition result of the voice recognition device, and an information processing device that includes a display unit and a voice output unit, and each device is connected by a network. The call recording device transmits the voice data of the call to the voice recognition device, and the voice recognition device transmits the recognition result of the voice data to the recognition result management device. The recognition result management apparatus holds a keyword information table that stores points of each keyword for each category, detects a keyword from the recognition result of the voice data that has been converted into text, and performs call information and voice recognition of a call including the keyword. The recognition results are stored in association with each other, and the total points of each keyword in each category for each call are calculated. Next, the information processing apparatus requests the recognition result management apparatus to transmit the call information including the keyword and the recognition result of the voice recognition using the extension number as a key, and the recognition result management apparatus corresponds to the extension number. Call information including keywords, the total points of each keyword in each category for each call, and the recognition result of voice recognition are transmitted to the information processing apparatus. Then, the information processing apparatus displays information regarding the recognition result of the call including the keyword, the keyword of the call, and the total points of each keyword in each category for each call on the display unit.

  According to the present invention, in a call center, the call center system and the call can improve the efficiency of supervisory monitoring work and improve the quality of response to the customer in the environment where the contents of the call between the customer and the operator can be displayed in text. A monitoring method can be provided.

1 is an overall configuration diagram of a call center system according to an embodiment. It is a block diagram which shows the structure of a call recording apparatus. It is a block diagram which shows the structure of a speech recognition apparatus. It is a block diagram which shows the structure of a recognition result management apparatus. It is a block diagram which shows the structure of PC terminal for supervisors. It is a figure which shows an example of an operator management information table. It is a figure which shows an example of an IP extension information table. It is a figure which shows an example of a recording information table. It is a figure which shows an example of a recognition result table. It is a figure which shows an example of a keyword information table. It is a figure which shows an example of a keyword detection information table. It is a figure which shows an example of a point total table. It is a figure which shows an example of a seat information table. It is a figure which shows an example of an operator state transaction. It is a figure which shows an example of a call status display icon setting table. It is a sequence diagram which shows a series of processes from the transmission of the call terminal from the outside until a recognition result is displayed on a PC terminal. It is a figure explaining the total of the point in the telephone call of a customer and an operator. It is a figure explaining the meaning of the display of a seat map display screen. It is a figure explaining an example of the display of the seat figure display screen corresponding to an actual call. It is a figure explaining an example of a display of an operator list screen.

  Hereinafter, an embodiment according to the present invention will be described with reference to FIGS.

First, the configuration and processing outline of a call center system according to an embodiment will be described with reference to FIG.
As shown in FIG. 1, the call center system according to the present embodiment has an IP-PBX (Internet Protocol-Private) connected via a public network 102 from a call terminal 101 of a caller (a person who makes a call) such as a customer. The branch eXchange (IP line compatible private branch exchange) device 103 is connected to the operator's call terminal 111 via the network 114 to make a call. The operator can perform telephone operation of the call terminal 111 from the operator PC terminal 112. When an incoming call from the caller is displayed on the operator PC terminal 112, the operator operates a response from the PC terminal 112, The call terminal 111 performs a response operation so that the caller and the operator are in a call state.

  In the call center system, there is a supervisor who manages and supervises an operator. The call terminal 111 and the supervisor PC terminal 113 monitor the situation and perform operations when necessary. In the supervisor PC terminal 113, in addition to the telephone control unit of the PC terminal 112, a management tool for displaying call center operation information for an administrator is operating. The supervisor PC terminal 113 includes a display for display such as an LCD (not shown).

  The call center system includes an IP-PBX device 103, a CTI (Computer Telephony Integration) server device 104, an IVR (Interactive Voice Response) device 105, a call recording device 106, a call recording management device 107, and voice recognition control via a network 114. A device 108, a speech recognition device 109, and a recognition result management device 110 are connected.

  The IP-PBX device 103 performs protocol conversion between the IP network and the public network 102, control of outgoing / incoming calls, and the like. The CTI server device 104 is a core device of call control at the call center, manages the call center status, and receives the call status information received from the IP-PBX device 103 to the operator PC terminal 112 and the supervisor PC terminal 113. It has functions such as transmission. An IVR (Interactive Voice Response) device 105 is a device that performs voice processing such as primary voice response such as guidance guidance for a call from a caller. The call recording device 106 is a device that creates recording data by call recording processing. The call recording management device 107 is a device that manages recorded data and call information added thereto and designates a voice recognition device 109 that performs voice recognition for the call recording device. The voice recognition control device 108 selects from a plurality of voice recognition devices 109 in consideration of the usage status of the voice recognition device 109 and hardware load when a voice recognition request is received from the call recording management device 107. This is a device that returns an identifier representing the voice recognition device 109 to the call recording management device 107. The voice recognition device 109 is a device that is equipped with a voice recognition engine and extracts keywords from call voices recorded in response to requests or converts them into call texts. The recognition result management device 110 is a device that manages data recognized by the voice recognition device 109 and converted into text.

  Next, the configuration of each part of the call center system will be described in detail with reference to FIGS.

First, the configuration of the call recording device will be described with reference to FIG.
As shown in FIG. 2, the call recording device 106 includes a network I / F (InterFace) unit 1061, a recording unit 1062, a recognition voice control unit 1063, a terminal I / F unit 1064, and a storage unit 1065. A network I / F (InterFace) unit 1061 serves as an interface with an IP network and receives an RTP packet. The recording unit 1062 is a component that records a call using an RTP packet. The recognized voice control unit 1063 is a component that transmits the recorded voice data to the voice recognition device. The terminal I / F unit 1064 is a component that manages an interface with the operator PC terminal 112 and the supervisor PC terminal 113. The storage unit 1065 is a configuration unit that stores tables and data. An IP extension information table 1066, a recording information table 1067, and a voice data file 1068 are stored in the storage unit 1065 of the call recording device 106. Details of each table will be described later.

Next, the configuration of the speech recognition device 109 will be described with reference to FIG.
As shown in FIG. 3, the voice recognition device 109 includes a recognized voice reception unit 1091, a recognition engine 1092, a recognition result management device I / F unit 1093, and a storage unit 1094. The recognized voice receiving unit 1091 is a component that receives voice data from the call recording device 106. The recognition engine 1092 is a component that recognizes voice data and converts it into text. The recognition result management device I / F unit 1093 is a component that manages an interface with the recognition result management device 110. The storage unit 1094 is a configuration unit that stores tables and data. A recognition result table 1095 is stored in the storage unit 1094 of the voice recognition device 109. Details of the table will be described later.

  Next, the configuration of the recognition result management apparatus 110 will be described with reference to FIG.

  As illustrated in FIG. 4, the recognition result management apparatus 110 includes a keyword detection unit 1101, a point calculation unit 1102, a voice recognition device I / F unit 1103, a terminal I / F unit 1104, and a storage unit 1105. The keyword detection unit 1101 is a component that detects a predetermined keyword in the text of the recognition result received from the voice recognition device 109. The point calculation unit 1102 is a component that counts points for each utterance with respect to keywords. The speech recognition device I / F unit 1103 is a component that manages an interface with the speech recognition device 109. The terminal I / F unit 1104 is a component that manages an interface with the operator PC terminal 112 and the supervisor PC terminal 113. The storage unit 1105 is a configuration unit that stores tables and data. The storage unit 1105 of the recognition result management apparatus 110 stores a keyword information table 1106, a recognition result table 1107, a keyword detection information table 1108, and a point totaling table 1109. Details of the table will be described later.

Next, the configuration of the supervisor PC terminal 113 will be described with reference to FIG.
As shown in FIG. 5, the supervisor PC terminal 113 includes a telephone control unit 1131, a management tool processing unit 1132, a CTI server I / F unit 1134, a recognition result management device I / F unit 1135, and a storage unit 1136. The telephone control unit 1131 is a component that controls the call terminal 111 connected from the PC terminal 113. The management tool processing unit 1132 is a component that processes a management tool (utility program) installed in the PC terminal. The management tool processing unit 1132 includes a seat map display unit 11321, a monitor display unit 11322, and a group information / operator information display unit 11323 as subcomponents. The seat map display unit 11321 of the management tool processing unit 1132 is realized as a module of the management tool processing unit 1132, and receives the information on the call state from the telephone control unit 1131 and displays the seat map on the display device of the terminal. Part.

  The monitor display unit 11322 is a component that displays the number of incoming calls, the number of responses, the number of outgoing calls, and the like, which are real-time statistical information. As will be described later, the seat map display unit 11321 has a function of displaying a seat map to indicate the state of the operator and a function of performing telephone operations for outgoing call / forwarding / listening. The group information / operator information display unit 11323 is a component that displays work group information and operator information. The CTI server I / F unit 1134 is a component that manages an interface with the CTI server device 104. The recognition result management apparatus I / F unit 1135 is a component that manages an interface with the recognition result management apparatus 110. The storage unit 1136 is a component that stores tables and data. The storage unit 1136 of the PC terminal 113 stores a seat information table 1137, an operator status transaction 1138, and a call status display icon setting table 1139. Details of each data and table will be described later.

Next, a data structure used in the call center system will be described with reference to FIGS.
As shown in FIG. 6, the operator management information table 1041 is a table that holds operator setting information. Although not shown, the operator management information table 1041 is stored in the storage unit of the CTI server device 104 and can be used when necessary. It is accessed from the management tool of the PC terminal 113. As shown in FIG. 6, the operator setting information table 1041 has fields of extension number 1041a, operator ID 1041b, name 1041c, login destination 1041d, and work group 1041e. The extension number assigned to this operator is stored in the field of the extension number 1041a. In this embodiment, it is assumed that one extension number is assigned to one seat per operator and there is no overlap. An identifier assigned to the operator is stored in the field of the operator ID 1041b. The name 1041c field stores the name of this operator. The field of the login destination 1041d stores a collective name of a group of work groups when the operator logs in. The work group to which the operator belongs is stored in the field of the work group 1041e.

  As shown in FIG. 7, the IP extension information table 1066 is a table showing the correspondence between the extension numbers and the IP address correspondence table, and is held in the call recording device 106. The IP extension information table 1066 means that the extension number in the field of the extension number 1066a has the IP address in the field of the IP address correspondence table 1066b.

  The recording information table 1067 is a table for storing information related to recording of a call, and is stored in the call recording device 106. As shown in FIG. 8, the recording information table 1067 has fields of a call recording device ID 1067a, a recording ID 1067b, a recording start time 1067c, an IP address 1067d, and an audio data file 1067e. The call recording device ID 1067a stores an ID for identifying the call recording device 106. The recording ID 1067b stores an ID for identifying a call recording entry. The recording start time 1067c stores the call recording start time. The IP address 1067d stores the IP address of the call terminal 111 related to the call. The audio data file 1067e stores the file name (path name on the file system) of the audio file.

  The recognition result table 1095 is a table for holding information related to the voice recognition result, held in the voice recognition device 109, copied to the recognition result management device 110, and held as a recognition result table 1107. As shown in FIG. 9, the recognition result table 1095 includes fields of a call recording device ID 1095a, a recording ID 1095b, an extension number 1095c, a call ID 1095d, an utterance ID 1095e, an utterance date and time 1095f, and a recognition result text 1095g. The call recording device ID 1095a stores an ID for identifying the call recording device 106. The recording ID 1095b stores an ID for identifying a call recording entry. The extension number 1095c stores the extension number at the center of the call terminal 111. The call ID 1095d stores an ID for identifying a call. In the utterance ID 1095e, an ID for identifying the utterance is stored. Here, the utterance is a unit in which a call is divided, and the speech recognition apparatus 109 treats it as a unit for performing speech recognition, and stores it in a file as a recognition result for each utterance. The utterance date and time 1095f stores the time when the utterance started. The recognition result text 1095g stores the text file name when the utterance is converted into text.

  The keyword information table 1107 is a table for the supervisor to store information related to a keyword for setting a keyword of interest in advance in order to monitor a call between an operator and a customer, and is held in the recognition result management apparatus 110. As shown in FIG. 10, the keyword information table 1107 has fields of a keyword character string 1107a, a category 1107b, and a point 1107c. The keyword character string 1107a stores the character string of the keyword. The category 1107b stores a classification for analyzing the content of the call. The point 1107c indicates the importance of the call for the keyword, and as will be described later, the PC terminal 113 displays a call that shows a keyword with a high point so that the supervisor can easily focus on it. For example, in the example shown in FIG. 10, the keyword character string 1107a “cannot be” has category 1107b “operator rejection”, the point 1107c is 3, and the keyword character string 1107a “not frank” has category 1107b. “Customer anger” indicates that the point 1107c is 10. In this way, when the operator is unable to respond normally, when the customer's emotions become intense, pay attention to the supervisor and pay attention to the call to be monitored by increasing the points. It can be made easy.

  The keyword detection information table 1108 is a table for holding information detected by keywords for each call, and is held in the recognition result management apparatus 110. As shown in FIG. 11, the keyword detection information table 1108 has fields of a recording ID 1108a, a call ID 1108b, an utterance ID 1108c, a category 1108d, a keyword character string 1108e, and the number of appearances 1108f. The recording ID 1108a stores an ID for identifying a call recording entry. The call ID 1108b stores an ID for identifying a call. In the utterance ID 1108c, an ID for identifying the utterance is stored. The category 1108d and the keyword character string 1108e store the category and character string of the detected keyword, respectively. In the appearance number 1108f, the total value of the number of appearances in the call of the keyword character string is stored.

  The point total table 1109 is a table for storing the total of points for each utterance, and is held in the recognition result management apparatus 110. As shown in FIG. 12, the point totaling table 1109 has fields of an utterance ID 1109a, a category 1109b, and a total point 1109c. The utterance ID 1109a stores an utterance ID that is an identifier for each utterance. The category 1109b stores the category shown for each keyword in the keyword information table of FIG. The total points 1109c stores the total points of keywords belonging to the category 1109b for each utterance ID 1109a.

  The seat information table 1137 is a table for associating data and display elements in order to create a seat map, so that the seat map display unit 11321 of the management tool processing unit 1132 can access the inside of the supervisor PC terminal 113. Retained. As shown in FIG. 13, the seat information table 1137a has fields of an extension number 1137a, a seat ID 1137b, an x coordinate 1137c, and a y coordinate 1137d. The extension number 1137a is an extension number serving as a key for seat display. The seat ID 1137b is an identifier of a display element displayed as a seat. The x coordinate 1137c and the y coordinate 1137d represent the coordinates of a display element displayed as a seat.

  The operator status transaction 1138 is a data structure for transmitting the current operator status from the CTI server device 104 to necessary information to the supervisor PC terminal 113, and the CTI server device 104 performs the supervisor PC terminal at regular intervals. The management tool of the supervisor PC terminal 113 displays the contents of the seat map display screen (described later) based on this.

  As shown in FIG. 14, the operator status transaction 1138 includes fields of extension number 1138a, telephone status 1138b, operator status 1138c, call start time 1138d, call accumulated time 1138e, hold time 1138f, and supervisor call request 1138g. The extension number 1138a stores the extension number related to this entry, and the management tool of the supervisor PC terminal 113 links each table using this extension number as a key. The telephone status 1138b stores the status of the call terminal assigned to this extension number. For example, values such as “waiting for incoming call”, “receiving call”, “calling”, “calling”, “holding”, etc. Can take. The operator status 1138c stores the status of the operator assigned to the extension number, and can take values such as “logout”, “seating away”, and “afterwork”. In the call start time 1138d, the time when the call is started by the call terminal 111 is stored in the format of year / month / day / hour / minute / second. The accumulated call time 1138e stores the accumulated time from the start of the call to the present in seconds. In the hold time 1138f, the accumulated time from the hold start to the hold release in the call terminal 111 is stored in seconds. The supervisor call request 1138g stores a flag indicating whether or not the operator of the extension number has operated the supervisor call request in order to request assistance.

  The call status display icon setting table 1139 is a definition table for setting what icons are displayed on the seat display screen in accordance with the key points of the call status keywords. As shown in FIG. 15, the call status display icon setting table 1139 includes fields of a category 1139a, a total point 1139b, and a display icon 1139c.

  The category 1139a stores the category of each keyword. The total point 1139b stores the total point range of the displayed call. The display icon stores the icon (actually, the file name of the icon image) displayed when the displayed call is within the range stored in the total points 1139b. As shown in FIG. 15, when the total points are different even in the same category, if the icon is changed and displayed, the supervisor can easily focus on calls with higher urgency and importance. Further, icons belonging to the same category may use the same pattern and be distinguished by different colors when the points are different.

  Next, details of the processing of the call center system will be described with reference to FIGS. 16 and 17.

First, a series of processing from the transmission of an external call terminal to the display of the recognition result on the PC terminal will be described with reference to FIG.
First, it is assumed that a call is made from the customer's call terminal 101 (A01), exchange-processed by the IP-PBX device 103, and called to the call terminal 111 of the call center operator (A02).

  Although the RTP packet is transmitted from the IP-PBX device 103 to the call terminal 111, the IP-PBX device 103 simultaneously transfers the copied RTP packet to the call recording device 106 (A03).

  The call recording device 106 reports the start of the call using the extension number as a parameter to the call recording management device 107 (A04), and starts divided recording based on the RTP packet (S04a, S04b,...). ) With reference to the IP extension information table 1060 shown in FIG. 7, the necessary information is written in the recording information table 1067 shown in FIG.

  The call recording management apparatus 107 refers to a call recognition information table (not shown) by using the received extension number as a key, and determines whether or not to perform voice recognition on the telephone that has reached the extension number (S02). ). It is assumed that the call recognition information table includes, for each extension number, information on whether or not to perform voice recognition in real time for a call made to the extension number. When the call recording management device 107 determines that the call should perform real-time speech recognition, the call recording management device 107 inquires of the speech recognition control device 108 about the speech recognition device 109 that performs speech recognition (A05). The voice recognition control device 108 manages the use state and load of the plurality of voice recognition devices 109, and the voice recognition control device 108 determines the voice recognition device 109 most suitable for use at the present stage (S03). ) The ID of the voice recognition device 109 is returned to the call recording management device 107 as the recognition device ID (A06). Then, the call recording management device 107 transfers the recognition device ID to the call recording device 106 (A07).

  The call recording device 106 receives the recognition device ID, and transfers the voice data to be subjected to voice recognition to the voice recognition device 109 corresponding to the recognition ID (A08). Here, the recognition device ID may be the IP address of the voice recognition device 109, or the call recording device 106 may have a mechanism for accessing the voice recognition device 109 corresponding to the recognition device ID.

  The voice recognition device 109 performs voice recognition on the voice data transmitted from the call recording device 106 (S04). Here, from the call recording device 106, in addition to the voice data, a call recording device ID, a recording ID, a recording start date and time, and an extension number are transmitted as parameters. Then, the speech recognition apparatus 109 writes the speech recognition result in the recognition result table 1095 shown in FIG. Next, the speech recognition apparatus 109 transfers the information written in the recognition result table 1095 to the recognition result management apparatus 110 (A09).

  The recognition result management apparatus 110 refers to the keyword information table 1107 shown in FIG. 10, detects the keyword (S05), and writes information about the keyword in the keyword detection information table 1108. Also, the recognition result management apparatus 110 refers to the keyword detection information table 1108, obtains the total of points in each category for each call (S06, see FIG. 17), and writes it in the point totaling table 1109 shown in FIG.

  Then, the supervisor PC terminal 113 uses the extension number as a parameter to request the recognition result management apparatus 110 to transmit the recording information and the recognition result (A10). In response, the recognition result is transmitted to the supervisor PC terminal 113 (A11). Here, at least the recording ID, the utterance date and time, the text of the recognition result associated with the keyword, and the point for each category for each utterance are transmitted from the recognition result management apparatus 110.

  The supervisor PC terminal 113 displays the recognition result including the keyword on the screen (S07). The user interface in the supervisor PC terminal 113 will be described in detail later.

  Next, a user interface in the supervisor PC terminal will be described with reference to FIGS.

  During operation of the call center, the supervisor PC terminal 113 displays a seat map on a display as shown in FIG. 18, for example, in order to monitor the operator's situation.

  The seat map display screen 500 displays a seat frame 501 indicating a seat layout, a seat state display 502, and a keyword display balloon 510.

  The seat frame 501 is laid out by a square frame in the seat image of each operator and supervisor. The seat status display 502 corresponds to one seat frame 501, and the operation status of the call terminal 111 and the PC terminal 112 and the status of the operator are displayed on each frame. The In the actual seat map display screen 500, the seat state display 502 is displayed for all the lattices of the seat frames 501, but only one is illustrated in FIG.

  The details of the seat status display 502 include the operator name, operator status color (logout, waiting for incoming call, ACD call, during after work, management outgoing call, single call, ACD non-response, unacceptable, other duties, leaving, leaving Operator status such as (rest), absence (meal), etc. is displayed in different colors), extension number used by operator, telephone status color of operator call terminal 111 (not used, ready for outgoing call, waiting for incoming call, receiving call) , Status of calling, talking, on hold, etc. are displayed in different colors). The supervisor call request mark is displayed when the operator requests help from the supervisor, and is displayed until the operator cancels the request or the call is disconnected. The supervisor call request operation is performed when a specific key is pressed or when a corresponding button (not shown) on the screen is clicked. The supervisor monitors the supervisor call request mark, and supports the operator by means such as listening to the corresponding call to deal with the trouble.

  There is also a warning icon display. When a threshold value registered in advance, for example, the holding time exceeds the threshold value and the device is on hold for a long time, the warning icon is displayed. The supervisor also monitors the operation of the operator and gives guidance to the operator when referring to the warning icon.

  Further, a tooltip display 503 is displayed when, for example, the mouse pointer is moved to one seat frame. The displayed contents include, for example, an extension number, an operator name and a login ID, a login work group name, a work group name being processed during a call, an operator state and a state elapsed time, a telephone state and a state elapsed time, Detailed information that cannot be displayed in the frame of the seating chart can be displayed.

  The data displayed on the seat state display 502 and the tooltip display 503 are shown in FIG. 6 in which the seat display unit 11321 of the management tool processing unit 1132 of the supervisor PC terminal 113 is held in the CTI server device 104. 14 is created by accessing the operator management information table 1014 and the operator status transaction 1138 shown in FIG. 14 transmitted from the CTI server device 104 and matching the seat information table 1137 shown in FIG. 13 with the extension number as a key. The

  Further, a keyword display balloon 510 is displayed for each seat frame. The condition for displaying the keyword display balloon 510 is when the voice recognition device 109 recognizes that the keyword character string in the keyword information table 1107 shown in FIG. .

  The keyword display balloon 510a included “I cannot do” at 14:43:10 and “I ’m sorry” at 14:43:40 in the conversation content sent to the customer by the operator of the extension 1005. Is displayed. The keyword display balloon 510b displays that “I can't” is included at 14:45:20 in the conversation contents sent to the customer by the operator of the extension 1002.

  By displaying the date and time information in the keyword display balloon, it will be a time guideline from when the trouble has occurred, and when the recorded data is played back, the corresponding keyword can be played from around the time of the conversation There is.

  In addition to the display described above, the seat map display screen 500 of the present embodiment displays an icon 511 for each category in the current call on the seat as shown in FIG. The point display 512 displayed in the vicinity of the icon 511 is in the form of (cc / oo), where cc is the total point in the customer category, and oo means the total point in the operator category.

  In this way, the supervisor can confirm the content of the call and the importance of monitoring by checking the icon and point display shown in the seat map, and can determine the necessity and priority of operator assistance. Become. Note that the notification means uses not only icons but also pop-up messages, blinking displays, and the like, so that the importance of monitoring can be classified into levels according to higher visibility.

  In a general call center, the operator's state is displayed not only on the seating chart but also on the operator list screen. As shown in FIG. 20, by displaying the category and the importance level of monitoring on the operator list screen, it is possible to sort by category and in order of importance level, thereby improving the work efficiency of the supervisor.

  In addition, since the content of the call is digitized, it can be applied to total information indicating the operating status of the call center.

  As described above, according to the call center system of this embodiment, while the supervisor monitors a plurality of calls, the category and priority level of the call contents can be easily determined, and the supervisor can efficiently support the operator. .

DESCRIPTION OF SYMBOLS 101 ... Customer's call terminal 102 ... Public network 103 ... IP-PBX device 104 ... CTI server device 105 ... IVR device 106 ... Call recording device 107 ... Call recording management device 108 ... Voice recognition control device 109 ... Voice recognition device 110 ... Recognition Result management device 111 ... Call terminal (used by operator and supervisor)
112 ... Operator PC terminal 113 ... Supervisor PC terminal 114 ... Network 500 ... Seat map display screen 511 ... Icon 512 ... Point display

JP 2009-170953 A JP-A-2006-119634

Claims (10)

A call center system for recognizing and displaying voice data of a call by a call terminal,
A call recording device for recording calls;
A speech recognition device for recognizing the speech data and converting it into text;
A recognition result management device for storing a recognition result of the voice recognition device;
An information processing apparatus having display means and voice output means,
Each device is connected by a network,
The call recording device transmits voice data of a call to the voice recognition device,
The voice recognition device transmits a recognition result of the voice data to the recognition result management device;
The recognition result management device holds a keyword information table that stores points of each keyword for each category, detects a keyword from the recognition result of the voice data that is converted into text, and includes call information of a call including the keyword Storing the recognition results of the voice recognition in association with each other, calculating the total points of each keyword in each category for each call,
The information processing device uses the extension number as a key to request the recognition result management device to transmit call information including the keyword and the recognition result of the voice recognition.
The recognition result management apparatus transmits call information including the keyword corresponding to the extension number, a total point of each keyword in each category for each call, and a recognition result of the voice recognition to the information processing apparatus. And
The information processing apparatus displays on the display means information about a recognition result of a call including the keyword, a keyword of the call, and a total point of each keyword in each category for each call. system.   2. The call center system according to claim 1, wherein the information regarding the total points of each keyword in each category for each call is displayed with an icon defined for each range of total points.   The call center system according to claim 1, wherein the category includes a category relating to an operator and a category relating to a customer.   The information processing apparatus retains information related to the operator's seat and the operator's call, and information related to the total points of each keyword in each category for each call is displayed in association with each operator's seat. The call center system according to claim 1.   2. The call center system according to claim 1, wherein the information processing apparatus displays information on a total point of each keyword in each category for each call for each operator. A call center monitoring method for a call center system for recognizing and displaying voice data of a call by a call terminal,
The call center system is
A call recording device for recording calls;
A speech recognition device for recognizing the speech data and converting it into text;
A recognition result management device for storing a recognition result of the voice recognition device;
An information processing apparatus having display means and voice output means,
Each device is connected by a network,
The call recording device transmitting voice data of the call to the voice recognition device;
The voice recognition device transmitting a recognition result of the voice data to the recognition result management device;
The recognition result management device holds a keyword information table that stores points of each keyword for each category, detects a keyword from the recognition result of the voice data that is converted into text, and includes call information of a call including the keyword Storing the speech recognition recognition results in association with each other;
The recognition result management device calculates a total point of each keyword in each category for each call;
The information processing apparatus requests the recognition result management apparatus to transmit the call information including the keyword and the recognition result of the voice recognition using the extension number as a key;
The recognition result management apparatus transmits call information including the keyword corresponding to the extension number, a total point of each keyword in each category for each call, and a recognition result of the voice recognition to the information processing apparatus. And steps to
The information processing apparatus includes a step of displaying on the display means information on a recognition result of a call including the keyword, a keyword of the call, and information on a total point of each keyword in each category for each call. A call monitoring method as a feature.   The call monitoring method according to claim 6, wherein the information related to the total points of each keyword in each category for each call is displayed with an icon defined for each range of the total points.   7. The call monitoring method according to claim 6, wherein the category includes a category related to an operator and a category related to a customer.   The information processing apparatus holds information relating to an operator's seat and an operator's call, and a display relating to a total point of each keyword in each category for each call is displayed in association with each operator's seat. The call monitoring method according to claim 6.   7. The call monitoring method according to claim 6, wherein the information processing apparatus displays information on the total points of each keyword in each category for each call for each operator.

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