JP5903720B2 - History management device, history management method, and history management program - Google Patents

Description

  The present invention relates to an apparatus, a method, and a program for managing a history of actions of a telephone exchange.

Conventionally, in a contact center, individual actions such as connection, hold, and transfer of a line based on an incoming call from a customer or an outgoing call from an agent are executed by PBX (Private Branch eXchange) or CTI (Computer Telephony Integration).
In addition, it has been proposed to manage these actions as statistical information in association with an agent that is an operation source (see, for example, Patent Document 1).

JP 2012-044569 A

  However, PBX or CTI records or outputs individual actions as fragments of an instant response at a contact center. Also, according to the technique of Patent Document 1, since the operation history of the agent is accumulated as statistical information, these fragments are not associated and it is difficult to grasp a series of response histories for one incoming call or outgoing call. It was.

  An object of the present invention is to provide a history management device, a history management method, and a history management program that can easily grasp the history of responses to one call.

  The present invention provides the following solutions.

  (1) An acquisition unit that acquires fragment data indicating an action of an exchange for a call and an execution time of the action, and a history of response states of agents for one call from a plurality of fragment data acquired by the acquisition unit A history generation unit that generates history data, an image generation unit that generates display image data indicating a history of the response state of the agent to the one call based on the history data, and the display image displayed on the display unit A history management device.

  According to such a configuration, the history management device can display an agent response history for one call from a plurality of pieces of fragment data. Therefore, the operator of the history management apparatus can grasp the transition of a series of response work for each call, and can easily verify and analyze whether or not the response is appropriate. As a result, the response quality of the agent is improved.

  (2) The history management device according to (1), wherein the history data includes a duration or a number of times of the response states.

  According to such a configuration, since the history data includes the duration or number of times of each response state, the operator of the history management device, for example, the response time from the incoming response to the disconnection, the hold time and the number of times, the number of transfers Can be easily grasped as an index of response quality, and whether or not the response is appropriate can be easily verified and analyzed. As a result, the response quality of the agent is improved.

  (3) The image generation unit stores, for each of one or more calls related to a predetermined agent, display image data in which the corresponding response state history is arranged in time series according to the duration of each response state. The history management device according to (2) to be generated.

  According to such a configuration, the history management device arranges the history of the corresponding response state for each of one or more calls related to a certain agent in time series according to the duration of each of these response states. Display the timeline. Therefore, the operator of the history management apparatus can easily grasp the duration and transition of each response state, and can easily verify and analyze whether or not the response is appropriate for each call. As a result, the response quality of the agent is improved.

  (4) The image generation unit generates display image data in which a link to recording data recording the agent's call is associated with the corresponding response state. (1) to (3) History management device.

  According to such a configuration, the history management apparatus displays the link to the recording data that recorded the call in association with the corresponding response state. Therefore, the operator of the history management apparatus can confirm the recorded call contents together with the response work history and verify and analyze in more detail whether or not the response is appropriate. As a result, the response quality of the agent is improved.

  (5) The history management device according to (2) or (3), wherein the image generation unit generates display image data in which the history data regarding each of one or more calls is displayed as a list.

  According to such a configuration, the history management device displays history data regarding each of one or more calls as a list. Accordingly, the operator of the history management device can easily grasp, for example, the response time from the incoming call response to the disconnection, the hold time and number of times, the number of transfers, etc. as an indicator of response quality, and easily determine whether the response is appropriate. Can be verified and analyzed. As a result, the response quality of the agent is improved.

  (6) An extraction unit that accepts input of search conditions and extracts history data that satisfies the search conditions is provided, and the image generation unit displays display image data in which history data extracted by the extraction unit is displayed in a list. The history management device according to (5) to be generated.

  According to such a configuration, the history management apparatus extracts and displays history data that satisfies the input search conditions. Therefore, the operator of the history management apparatus can efficiently verify and analyze the response history by narrowing down the display target among a large number of calls answered at the contact center.

  (7) An acquisition step for acquiring fragment data indicating an action of the exchange for the call and an execution time of the action, and a history of the response state of the agent for one call from the plurality of fragment data acquired in the acquisition step A history generation step for generating history data, an image generation step for generating display image data indicating the history of the response state of the agent to the one call based on the history data, and displaying the display image on the display unit And a display control step for causing the computer to execute a history management method.

  According to such a configuration, the same effect as in (1) can be expected when the history management method is executed by the computer.

  (8) An acquisition step of acquiring the fragment data indicating the action of the exchange for the call and the execution time of the action, and a history of the response state of the agent for one call from the plurality of fragment data acquired in the acquisition step A history generation step for generating history data, an image generation step for generating display image data indicating the history of the response state of the agent to the one call based on the history data, and displaying the display image on the display unit A history management program for causing a computer to execute a display control step.

  According to such a configuration, the same effect as in (1) can be expected by causing the computer to execute the history management program.

  According to the present invention, it is possible to easily grasp the history of responses to one call.

It is a block diagram which shows the function structure of the log | history management apparatus which concerns on embodiment. It is a figure which shows an example of the fragment data which concern on embodiment. It is a figure which shows a part of historical data which concern on embodiment. It is a figure which shows the example of the 1st screen which concerns on embodiment. It is a figure which shows the example of the 2nd screen which concerns on embodiment.

Hereinafter, embodiments of the present invention will be described.
The history management apparatus 1 according to the present embodiment performs display control for the administrator to grasp the history of the response state of the agent for one call (incoming call or outgoing call) in the contact center.

FIG. 1 is a block diagram showing a functional configuration of the history management apparatus 1 according to the present embodiment.
The history management device 1 includes a control unit 10, a storage unit 20, a communication unit 30, an input unit 40, and a display unit 50. The history management device 1 is connected to the PBX 2 and the CTI 3 via a predetermined network.

  The control unit 10 is a part that controls the entire history management apparatus 1, and appropriately reads and executes various programs stored in the storage unit 20, thereby cooperating with the hardware described above and various types in the present embodiment. The function is realized. The control unit 10 may be a CPU (Central Processing Unit). In addition, the function of each part with which the control part 10 is provided is mentioned later.

  The storage unit 20 is a storage area for various programs and various data for causing the hardware group to function as the history management device 1, and may be a hard disk (HDD), a flash memory, or the like. Specifically, the storage unit 20 stores a program (history management program) to be executed by the control unit 10 in order to realize various functions of the present embodiment.

  The storage unit 20 also includes a history DB 21 that stores later-described history data generated by the control unit 10.

  The communication unit 30 is a network adapter when the history management device 1 transmits / receives data to / from other devices. The communication unit 30 performs data communication with the PBX 2 or CTI 3 via the network.

  The input unit 40 is an interface device that receives an instruction input from an operator of the history management device 1, that is, a contact center administrator. The input unit 40 is configured by, for example, a keyboard, a mouse, a touch panel, or the like.

  The display unit 50 is a display device that displays a screen for accepting data input to the operator or displays a processing result screen by the history management device 1 under the control of the control unit 10. The display unit 50 may be a display device such as a cathode ray tube display device (CRT) or a liquid crystal display device (LCD).

Next, the function of the control unit 10 will be described in detail.
The control unit 10 includes an acquisition unit 11, a history generation unit 12, an extraction unit 13, an image generation unit 14, and a display control unit 15. Each of these units is a functional block realized by the control unit 10 executing the history management program.

The acquisition unit 11 acquires the action of the PBX 2 for the call and the fragment data indicating the execution time of this action from the PBX 2 or CTI 3 via the communication unit 30.
The acquired fragment data is data indicating an action performed by PBX 2 or CTI 3 at a certain moment, and a plurality of pieces of fragment data are not associated with each other. Specifically, for example, when there are a plurality of incoming calls consecutively for one line of the contact center, the fragment data acquired in time series from the PBX 2 or CTI 3 is not grouped in units of incoming calls, Data related to multiple incoming calls coexist.

FIG. 2 is a diagram illustrating an example of fragment data according to the present embodiment.
In this example, the PBX 2 action, incoming call number, outgoing call number, and response agent are output for the date and time. These pieces of fragment data acquired in time series include a mixture of fragment data relating to a call received from the incoming number “090xxxxxxxx” and fragment data relating to a call received from the incoming number “080xxxxxxxx”.

The history generation unit 12 generates history data indicating the history of the response state of the agent with respect to one call from the plurality of pieces of fragment data acquired by the acquisition unit 11.
Since the fragment data in FIG. 2 does not include the history such as the duration and the number of times of each response state changed according to each of the series of actions for one call, the history generation unit 12 first converts the fragment data into Sort by incoming number.

FIG. 3 is a diagram illustrating a part of history data generated by the history generation unit 12 according to the present embodiment.
In this example, the history generation unit 12 extracts a series of fragment data for one call starting from an incoming call, and groups them by call identification data and a sequence number (No).

  Further, the history generation unit 12 calculates the duration and number of times of each response state changed according to each of the series of actions based on the grouped fragment data, and stores the history data together with the call identification data. Store as part.

For example, the time from “incoming call” to “operator (OP) delivery” is stored as “waiting time”. The total time from “hold start” to “hold end” is stored as the “hold time” together with the number of times. Of the time from “response” to “disconnect” or “transfer end”, the time excluding “hold time” is stored as “call time”. In addition, the number of “transfer start” is stored.
Further, when the agent performs post-processing such as recording related to a call after a call, this post-processing time is stored in the CTI 3. The post-processing time is acquired as fragment data by the acquisition unit 11 and then stored as a part of the history data by the history generation unit 12.

  The extraction unit 13 receives input of search conditions for selecting from the history data stored in the history DB 21, and extracts history data that satisfies the search conditions.

FIG. 4 is a diagram illustrating an example of a first screen displayed on the display unit 50 according to the present embodiment.
In this example, a queue selection field 61 indicating a business category of a contact center, a response start time or response end time range input field (response start or response end selection button 62, time input field 63, previous or subsequent selection A button 64 and a range input field 65), an incoming call number selection field 66, and an agent selection field 67 are provided as search condition input means. When any of these search conditions is specified and the search button 68 is pressed, the extraction unit 13 extracts history data that satisfies the conditions. The reception button 70 will be described later.

Based on the history data extracted by the extraction unit 13, the image generation unit 14 generates display image data indicating a history of response states of agents for one call.
The display control unit 15 causes the display unit 50 to display the display image generated by the image generation unit 14.

Specifically, the image generation unit 14 generates, for example, image data to be displayed in the list display column 69 in the first screen example shown in FIG.
In this example, of the history data for each of one or more calls, the waiting time, which is the time from the incoming call to the response, the incoming time, the response start time, the response end time, the call time, the hold time and the number of hold times , Transfer destination, post-processing time, and first responding agent are listed.

  Here, the display content of the list display column 69 is appropriately updated in accordance with a predetermined operation of the input unit 40 by an operator of the history management apparatus 1, that is, a contact center administrator.

For example, by operating the input unit 40, the administrator selects a predetermined item from the “waiting time” to “remarks” items in the list display field 69, and selects the selected items individually in ascending or descending order. Can be instructed to sort.
In this case, the image generation unit 14 sorts the items selected by the administrator in ascending or descending order according to this instruction, and generates image data in which the list display column 69 is updated based on the sorting result.
In this way, the administrator can narrow down calls (calls) with a short response time, for example, as calls (calls) with good response. Then, the manager can utilize the call that has been well-received as an example of the correspondence (including the contents of the call) to other agents, thereby educating other agents.
Conversely, the administrator can narrow down calls (calls) that have a long response time, for example, as poorly supported calls. Then, the administrator can verify the content of the call that has been poorly handled, and based on the verification result, the administrator can use it for the guidance of the agent including the agent who has answered the call.

Further, for example, the administrator operates the input unit 40 to input the telephone number (incoming number) of the customer who made the complaint in the incoming number selection field 66 as a search condition, and presses the search button 68. Can be searched.
In this case, the extraction unit 13 accepts input of the search condition and extracts history data that satisfies the search condition. The image generation unit 14 generates image data in which the list display column 69 is updated based on the history data extracted by the extraction unit 13.
In this way, the administrator can easily identify a complaint call and an agent corresponding to the complaint call. That is, the administrator can easily narrow down past calls (calls) of customers who have made complaints, narrow down agents corresponding to the calls, and the like. As a result, the administrator can easily identify the cause of the complaint by confirming the content of the call, which can be used to prevent future complaints.

Further, for example, the administrator operates the input unit 40 to input a response start time or response end time range input column (response start or response end selection button 62, time input column 63, previous or subsequent selection buttons 64 and a range input field 65) can be searched by inputting a desired time or the like as a search condition and pressing a search button 68.
In this case, the extraction unit 13 accepts input of the search condition and extracts history data that satisfies the search condition. The image generation unit 14 generates image data in which the list display column 69 is updated based on the history data extracted by the extraction unit 13.
In this way, the administrator can easily specify a desired time zone using the search conditions of variations such as the start time and end time of the response, and minutes before or after those times. . Specifically, for example, when there is a specific call (call) to be searched, the administrator does not know the exact start time or end time of the response to the specific call, but the approximate time Is input as a start time or an end time, and a search condition such as how many minutes before and after that is input as a search range can be used to easily search for the specific call.

Further, for example, the administrator operates the input unit 40 and presses the reception etc. button 70, so that the list display field 69 can be displayed as desired for reception and transmission at the contact center and undelivered disconnection. One can be selected as a search condition.
In this case, the extraction unit 13 accepts input of the search condition and extracts history data that satisfies the search condition. The image generation unit 14 generates image data in which the list display column 69 is updated based on the history data extracted by the extraction unit 13.
Here, for example, when undelivered disconnection is selected, the extraction unit 13 can extract (narrow down) history data related to undelivered disconnection that has been difficult to confirm in the past from the log (fragment data) of PBX2 or CTI3. Therefore, the manager can visually check the list display column 69 based on the history data, and can easily confirm the number of receptions disconnected before connecting to the agent, the time waited until disconnection, and the like. The administrator reviews the settings of IVR (Interactive Voice Response) or the number of agents based on the confirmed information, and uses the information to improve the contact center as a center connected to the customer. Can do.

In addition, the image generation unit 14 arranges a history of response states corresponding to one or more calls related to a predetermined agent selected by the administrator, for example, in time series according to the duration of each response state. Displayed image data is generated.
Further, when there is recording data in which the contents of the agent's call are recorded, the image generation unit 14 generates display image data in which the link to the recording data is associated with the corresponding response state.

FIG. 5 is a diagram illustrating an example of a second screen displayed on the display unit 50 according to the present embodiment.
The second screen is displayed when a call is selected in the list display field 69 of the first screen (FIG. 4).
In this example, the selected agent name 71, the history data display target date 72, a series of action and time display fields 73 in the history data relating to the call to which the selected agent corresponds, and the incoming call identifying the call. A number 74 and a timeline display field 75 are displayed.

  In the timeline display column 75, the durations of “waiting call”, “call”, and “hold” in the history data relating to the call are color-coded and displayed in a graph on a predetermined time axis.

Furthermore, the time zone in which the recorded data exists in the “call” is displayed by being color-coded as “call recording”. For example, the second half of the call time from “response” 30 seconds after the incoming call to “hold on hold” about 2 minutes later is distinguished as “call recording”.
In addition, a link 76 to the recording data is displayed in association with “call recording”, and when this link 76 is pressed, the recording data is reproduced.

Also, when a call is transferred, it is displayed as “call” or “call recording”. In this case, a transfer destination number 77 is also displayed.
In addition, when it is transferred, different display forms may be used, such as color-coded normal “call” and “call recording”.

  As described above, according to the present embodiment, the history management device 1 can display the agent response history for one call from a plurality of pieces of fragment data. Therefore, the administrator can grasp the transition of a series of response operations for each call, and can easily verify and analyze whether or not the response is appropriate. As a result, the response quality of the agent is improved.

  The history data includes the duration or number of times of each response state. Therefore, the administrator can easily grasp, for example, the response time from the incoming call response to the disconnection, the hold time and number of times, the number of transfers, etc. as an indicator of response quality, and can easily verify and analyze whether the response is appropriate. . As a result, the response quality of the agent is improved.

  Further, the history management device 1 displays the history data on a timeline for each of one or more calls related to a certain agent. Therefore, the administrator can easily grasp the duration and transition of each response state, and can easily verify and analyze whether or not the response is appropriate for each call. As a result, the response quality of the agent is improved.

  At this time, the history management apparatus 1 displays a link to the recorded data in which the call is recorded in association with the corresponding response state. Therefore, the administrator can confirm the recorded call contents together with the response work history and verify and analyze in more detail whether or not the response is appropriate. As a result, the response quality of the agent is improved.

  Further, the history management apparatus 1 displays a list of history data regarding each of one or more calls. Therefore, the administrator can easily grasp, for example, the response time from the incoming call response to the disconnection, the hold time and number of times, the number of transfers, etc. as an indicator of response quality, and can easily verify and analyze whether the response is appropriate. . As a result, the response quality of the agent is improved.

  Further, the history management apparatus 1 extracts and displays history data that satisfies the input search conditions. Therefore, the administrator can narrow down the display target among a large number of calls answered at the contact center, and can efficiently verify and analyze the response history.

  Further, as a narrowing search key on the first screen (FIG. 4), a selection column 61 to an agent selection column 67 and a reception button 70 are employed. Therefore, an administrator or the like can freely input a search condition by combining these search keys. In this case, the history management apparatus 1 changes the display content of the list display column 69 in the first screen (FIG. 4) or changes the second display from the first screen (FIG. 4) according to the search condition. The screen can be changed to the screen (FIG. 5). That is, for the administrator, the display function of the history management device 1 can be changed by a combination of the narrow search keys on the screen. Specifically, for example, the administrator can change the screen display to a timeline display (second screen) in which communication with the agent is arranged in time series by narrowing down by the telephone number of the customer. , The background of the exchange can be easily confirmed.

  As mentioned above, although embodiment of this invention was described, this invention is not restricted to embodiment mentioned above. Further, the effects described in the present embodiment are merely a list of the most preferable effects resulting from the present invention, and the effects of the present invention are not limited to those described in the present embodiment.

The items included in the history data described above are examples, and the items displayed on the first screen (FIG. 4) can be changed as appropriate. For example, the number of transfers, the transfer time, etc. may be calculated and displayed.
Further, the display form of the history data is not limited. For example, when a plurality of transfers are performed, a plurality of transfer destinations or a plurality of agents may be displayed. Also, for example, instead of the incoming time, the time until disconnection, including the waiting time, OP delivery, call time + hold time, transfer, transfer destination call time, is displayed as the response time. Also good.

  The combination of the refinement search keys in the first screen (FIG. 4) and the function (display contents) corresponding to the combination are examples, and any number of search keys of any type including the search key shown in the figure can be selected. In this case, the correspondence with the combination and function (display contents) may be arbitrary.

The timeline display on the second screen (FIG. 5) is an example, and the display mode can be changed as appropriate.
For example, the display scale (the length of one minute on the screen) and the display range are not limited to the example of FIG. 5 and may be variable. Further, the display control unit 15 may receive an instruction for enlargement / reduction via the input unit 40 and change the display image.
Further, history data of a plurality of calls may be displayed simultaneously as a plurality of timelines. In this case, among a plurality of displayed history data, a series of actions and times in the selected history data are displayed in the display column 73.
Further, history data relating to one or a plurality of calls may be displayed at a corresponding time position in an area indicating one day or a predetermined time period.

  The history management device 1 may be various information processing devices (computers) such as a server device, a PC (Personal Computer), or a tablet terminal, and each of the functions described above is realized by software. When realized by software, a program constituting the software is installed in the information processing apparatus. These programs may be recorded and distributed on a removable medium such as a CD-ROM, or may be distributed by downloading to an information processing apparatus via a network.

  Further, a part of the functions of the history management apparatus 1 may be distributed to the CTI 3 or other servers. In this case, the processing load is reduced in the administrator's terminal having the display function.

DESCRIPTION OF SYMBOLS 1 History management apparatus 10 Control part 11 Acquisition part 12 History generation part 13 Extraction part 14 Image generation part 15 Display control part 20 Storage part 21 History DB
30 communication unit 40 input unit 50 display unit

Claims (8)

A history storage unit for storing history data indicating a history of response states including transfer between a plurality of agents for one call;
Based on the history data, with each of the one or more calls for a given agent, the image generation unit for generating data of a display image obtained by integrating the history of the response state of the plurality of agents that correspond to a single data sequence When,
A history management apparatus comprising: a display control unit that displays the display image on a display unit. The history management device according to claim 1 , wherein the image generation unit generates data of display images arranged in time series according to durations of response states of the plurality of agents . The image generation unit, a history management apparatus of a link to the recording data recorded calls of the plurality of agents, the claim 1 or claim 2 for generating data of a display image associated with the response when the corresponding . The history management apparatus according to claim 1, wherein the image generation unit generates display image data in which records of the data string including agent identification data transferred from the predetermined agent are listed. The history management apparatus according to claim 4, wherein the data string includes a duration time transferred from the predetermined agent to another agent. The history management device according to claim 4, wherein the data string includes the number of times of transfer from the predetermined agent to another agent. A history storage step for storing history data indicating a history of response states including transfers between a plurality of agents for one call;
Based on the history data, with each of the one or more calls for a given agent, an image generating step of generating data for displaying an image obtained by integrating the history of the response state of the plurality of agents that correspond to a single data sequence When,
A history management method in which a computer executes a display control step of displaying the display image on a display unit. A history storage step for storing history data indicating a history of response states including transfers between a plurality of agents for one call;
Based on the history data, with each of the one or more calls for a given agent, an image generating step of generating data for displaying an image obtained by integrating the history of the response state of the plurality of agents that correspond to a single data sequence When,
A history management program for causing a computer to execute a display control step of displaying the display image on a display unit.

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