JP2707972B2 - ACD dedicated telephone reception operator utilization rate display method - Google Patents

Description

DETAILED DESCRIPTION OF THE INVENTION

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a management information system for a private branch exchange which has a function of automatically distributing incoming calls evenly to a plurality of multi-function dedicated telephones, hereinafter referred to as ACD. In particular, the present invention relates to a receiver operation rate display method for a dedicated telephone, hereinafter referred to as an ACD dedicated telephone.

[0002]

2. Description of the Related Art A conventional private branch exchange having an ACD function is disclosed in, for example, Japanese Patent Laid-Open Publication No. 59-501931.
As disclosed in "D Management Information System", as an accessory, MIS, that is, a minicomputer-based A
It has a system for collecting statistics on incoming calls of CD-only telephones.

This system, as shown in FIG. 4, comprises a display, a processor, and a data link circuit, and a database circuit for receiving and storing information on an incoming call at an agent position, which is a multifunctional ACD dedicated telephone,
It includes a manager circuit for processing information in the database and a terminal circuit for displaying the processed information on a display.

Conventionally, the MIS has been used for calculating the queuing probability of an incoming call for efficient design and operation of the ACD function, detecting an incoming call that has been waiting for a long time, and the like (for example, in the above-mentioned reference). In addition, JP-A-60-81997,
JP-A-60-87597, JP-A-61-24362, JP-A-62-272646, JP-A-3-121543, and JP-A-4-172853.

[0005]

SUMMARY OF THE INVENTION These statistical processes are:
In general, the aggregation interval should be 1 for statistical accuracy.
In many cases, printing is performed by a printer by batch processing for a relatively long period of time, such as shift, one day, one round, and one month, and the output of the operating rate of the receptionist is the same. But AC
Unlike the conventional telephone exchange specialists, D-telephone receptionists often change the handling time per case or perform other tasks, so the operating rate fluctuates greatly. Administrators often need to be aware of the current status of receptionists.

An object of the present invention is to provide an ACD-only telephone reception operator operating rate display system in which an administrator can obtain not only an operating rate for each telephone but also an operating rate for each reception operator as needed . It is in.

[0007]

According to the present invention, there is provided a method for displaying the operating rate of the ACD-only telephone receptionist, which records an identification code for each ACD-only telephone and the receptionist, and a use start time and a use end time. Means for recording processing information of an incoming call during use time of each ACD-only telephone; and predetermined time intervals or when instructed externally,
Computing means for calculating the operating rate for each receiving operator from the recorded processing time information of the incoming call, use start time and use end time, and display means for displaying the operating rate for each receiving operator of the calculation result. .

[0008] Further, the arithmetic means is used when the arithmetic operation is started.
The operation of telephones, A in the use calculation start time
It is desirable to calculate the temporary use end time of the CD-only telephone.

[0009] Further, the display means can display the operating rate of each receptionist by a graph.

[0010]

The manager of the ACD-only telephone receptionist can display the operating rate for each receptionist on the display means at any time or by giving an external instruction.

The operating rate of each receptionist who is currently receiving and handling at the time of display can be displayed as the operating rate up to that point.

In addition, the operation rate can be displayed in a graph.

[0013]

Next, embodiments of the present invention will be described with reference to the drawings.

FIG. 1 is a system block diagram of one embodiment of the present invention, FIG. 2 is a reception operator table of the database of the embodiment of FIG. 1, and FIG. 3 is an example of an operation rate display for each reception operator.

In FIG. 1, the system according to the present embodiment
Private electronic exchange 10 with CD function and identification of receptionist
Has recording means for sign and use start or end signal
And ACD-only phone 201 ~20n that, MIS10
It consists of 0. Here, recording means such as the operator identification code
Is a special symbol “*”, “#” and a number from the ACD phone.
Dial the combination with the character
And then process it with software
Or the I which recorded the identification code of the receptionist
By providing a C card and its reading device,
May be processed. All of these technologies are in other fields
Can be implemented by applying technologies well known in
You.

The MIS 100 has a recording means for recording in the memory 120 an identification code for each of the ACD telephones 201 to 20n and its receiving operator, a use start time and a use end time, and a use time for each ACD telephone. A recording processing program 110 which is a recording means for recording the processing information of the incoming call in the memory 120, and the processing time information of the incoming call recorded at a predetermined time interval or when instructed by the console 150 from the outside; The operating rate calculation program 112, which is an operation means for calculating the operating rate for each receiving operator based on the elapsed time from the start time to the use ending time or the current time, 160, and an input / output control program 114 as display means for displaying on the display panel 162.

FIG. 2 shows a reception operator table which is a part of the MIS 100 database.
1 to 20n identification codes 121, identification code 122 for each receptionist, use start time 123, use end time 124, cumulative incoming call handling time 125, cumulative cumulative incoming call handling time 126, previous calculation result Operating rate X1 12
7, X2 128, etc. are stored.

Next, the operation of this embodiment will be described.

[0019] The receptionist is seated and the special number
Enter your IC card into the card input or IC card reader
When the reception operator identification code is input to one of the ACD dedicated telephones 20 by inserting a password or the like , the reception operator identification code, AC
The log-on information such as the identification code of the D-dedicated telephone 20 and the use start time is transmitted from the private branch exchange 10 with an ACD
The data is sent to S100 and recorded in the memory 120 by the recording processing program 110. While the receptionist is using the ACD-only telephone 20, the ACD-only telephone is automatically sent.
Along with the information on the incoming call to the talker 20,
ACD function with work processing information for each individual
Transferred to the MIS 100 via the private branch exchange 10
The memory 120 is updated.

At a predetermined time interval or in accordance with an instruction input from the console 150, the operating rate calculation program 112
Operates, and the operating rates X1, X
2 is calculated, and the calculation result is stored in the memory 120.

X1 = T1 / TOx100 (%) (1) X2 = (T1 + T2) / Tox100 (%) (2) where TO is the cumulative time from the start of use and T1 is the incoming call handling. And T2 is the cumulative time (unit: seconds) of the incidental service for incoming call handling such as memo writing.

Next, according to the input / output control program 114, the operating rates X 1 and X 2 for each reception operator are stored in the memory 12.
0, converted to a predetermined format,
50, the printer 160, and the display panel 162.

A display means console 150 and a printer 16
0 indicates the operating rate of each receptionist in addition to the numbers, as well as a bar graph or pie chart as shown in FIG. 3, and a display panel 162 provides a lamp indicating that the operating rate has exceeded a predetermined control limit. And it can be displayed by voice.

[0024]

As described above, according to the present invention, when each receptionist starts using the ACD exclusive telephone, the AC
Record the identification number of the dedicated telephone and the receptionist and the use start time, record the processing time of the incoming call for each ACD-only telephone during use time, and finish the use of the ACD-only telephone by each receptionist Record the identification number of the ACD-only telephone and the receptionist and the end time of use, and at a predetermined time interval or when instructed from the outside,
By calculating the operation rate of each reception operator from the recorded processing time information of the incoming call, use start time and use end time, and displaying the operation rate of each reception operator of the calculation result,
Since the operating rate of each receptionist can be obtained at any time as needed, there is a management effect that the administrator can quickly take measures against problems.

In addition, in the calculation for the dedicated telephone in use at the start of the calculation, the calculation means uses the calculation start time as the dedicated time.
It can be calculated and displayed as the end time of use of the mobile phone, so that it is possible to obtain the operation rate of everyone including the operating receptionist and to efficiently manage the resources of the system. .

Further, since the display means can display the operating rate of each receptionist in a graph, there is an effect that the problem can be grasped even in the case of a real-time display that fluctuates instantaneously.

[Brief description of the drawings]

FIG. 1 is a system block diagram of one embodiment of the present invention.

FIG. 2 is a reception operator table of the database of the embodiment of FIG. 1;

FIG. 3 is an example of an operation rate display for each receptionist.

FIG. 4 is a block diagram of an example of a conventional private electronic exchange system with an ACD function.

[Explanation of symbols]

 Reference Signs List 10 Private electronic exchange with ACD function 201 to 20n ACD telephone 100 MIS 110 Recording processing program 112 Operating rate calculation program 114 Input / output control program 120 Memory 150 Consol 160 Printer 162 Display panel

Claims (4)

(57) [Claims] 1. An automatic incoming call even distribution ( hereinafter referred to as ACD ) for evenly distributing an incoming call to a plurality of multi-function dedicated telephones.
In the display method of the management information system of the private branch exchange having the function of, when each receptionist starts using the dedicated telephone,
The identification number of the dedicated telephone and the receptionist and the use start time are recorded, the processing time information of the incoming call for each dedicated telephone during the use time is recorded, and each receptionist finishes using the dedicated telephone. When
The dedicated telephone and the identification number of the receptionist and the use end time are recorded, and at a predetermined time interval or when instructed from the outside, the recorded processing time information of the incoming call, use start time and use end time A method of calculating the operating rate of each of the reception operators, and displaying the operation rate of each of the reception operators based on the calculation result. 2. An automatic incoming call even distribution ( hereinafter, referred to as ACD ) for evenly distributing an incoming call to a plurality of multi-function dedicated telephones.
In the display method of the management information system of the private branch exchange having the function of, the dedicated telephone and an identification code for each receptionist,
Recording means for recording a use start time and a use end time; a recording means for recording processing time information of an incoming call during a use time for each dedicated telephone; a predetermined time interval, or when instructed from the outside, A calculating means for calculating the operating rate for each of the receiving operators from the recorded processing time information of the incoming call, a use start time and a use ending time; and a display means for displaying the operating rate of the receiving operator for the calculation result. And an ACD-only telephone reception operator operating rate display method. 3. The computing means according to claim 1, wherein said computing means is in use at the start of computation.
ACD telephone reception handlers utilizations display method according to claim 2 in operation for telephone is for calculating the operation start time as the use end time of telephone in the use. 4. The A according to claim 2, further comprising display means for displaying the operating rate of each receptionist by a graph.
Display system for operating rate of reception staff for CD-only telephones.