JP4053293B2 - ACD system - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to an ACD (Automatic Call Distribution) system that displays and manages a reception stand (extension telephone) connected to a private branch exchange such as a call center as MIS (Management Information System) information for each group.
[0002]
[Prior art]
In order to respond to inquiries from depositors and inquiries and complaints about products from customers, banks and manufacturers have established call centers. The call center is equipped with a reception desk (CTI (Computer Telephony Integration) system that combines multi-function telephones and personal computers) housed in a private branch exchange, and manages the operational status of the operators placed on the reception desk and the operating status of the reception desk Therefore, an ACD (Automatic Call Distribution) system is constructed.
[0003]
In a conventional automatic call distribution (ACD) system, a plurality of groups of reception desks (extension telephones) are connected to a private branch exchange installed in a call center or the like, and the management of the reception stand is supplied from the private branch exchange. There is known what is received as CTI link information and displayed as MIS (Management Information System) information for management.
[0004]
Such a conventional automatic call distribution (ACD) system includes an ACD management console server and a group of MIS information display terminals, and each server and each display device has one group of information (for example, an operating state). ) Only to display.
[0005]
[Problems to be solved by the invention]
In the conventional automatic call distribution (ACD) system, only one piece of information (for example, operating status) is displayed on one screen for displaying MIS (Management Information System) information. (Management Information System) Even when information is selected and desired to be viewed on one screen, a plurality of MIS information cannot be displayed on one screen, and there is a problem that management operations cannot be performed efficiently.
[0006]
The present invention has been made in order to solve such a problem. The object of the present invention is to select an arbitrary plurality of MIS information and display it on one screen, and to improve the efficiency and convenience of management work. Is to provide.
[0007]
[Means for Solving the Problems]
In order to solve the above problems, an ACD system according to the present invention is an ACD (Automatic Call Distribution) system that is connected to a private branch exchange and distributes an incoming call to a reception stand composed of a plurality of groups. Processing server for processing CTI link information such as outgoing call, incoming call, response, end of call, etc., a management server having storage means for storing processing information for each group, and processing stored in the management server and a table示端terminal device having a display control means for displaying controlling reception stand operational status each group reads the information, the display control unit, log number of each group, the level of the person logged breakdown , The first display form composed of the number of operators that can be accepted, the number of incoming calls in the call state, the number of absences, the number of incoming calls to the group, Second display form consisting of number of answers, number of abandons, number of overflows, number of waiting calls, response rate and number of abandons, or composed of number of incoming calls, number of responses, number of abandons between today and specified past date than the third display mode, characterized that you single-screen display in the selected display terminal device any display form of any group.
[0008]
The ACD system according to the present invention includes processing means for processing CTI link information such as calling, receiving, answering, and ending of a reception board supplied from a private branch exchange, and storage for storing processing information for each group. The management server includes a management server provided with means, and a plurality of display terminal devices provided with display control means for reading out the processing information stored in the management server and displaying and controlling the operation status of the reception table in units of groups. Stores the CTI link information of reception units in group units as processing information, and the display control device can read the processing information, convert it into MIS information, select it arbitrarily, display it in combination, and display it on one screen. Efficiency and convenience can be improved.
[0016]
The operational status according to the present invention includes the current operational status, the current operational status, the seat arrangement image of the current operational status, the current operational status list, the pie chart of the current operational status, the line graph of the operational status transition, or the reception Because it is a setting of the business hours of the operator, it can be displayed on the screen and the status of each group can be grasped from various angles, and management tasks such as increasing the number of operators and rearranging between groups can be executed efficiently Can do.
[0018]
The display control means according to the present invention arbitrarily controls the operation status and executes the control to display on one screen, so that a plurality of operation statuses can be seen on one screen. The operational status can be grasped at a glance, and the efficiency and convenience of management operations can be improved.
[0019]
DETAILED DESCRIPTION OF THE INVENTION
Embodiments of the present invention will be described below with reference to the accompanying drawings. FIG. 1 is a block diagram of a main part of an embodiment of an ACD system according to the present invention. Referring to FIG. 1, an ACD system 1 is installed in a call center and includes a private branch exchange 2, extension telephones TEL11 to TEL1k (group G1) such as multi-function telephones constituting a reception stand, extension telephones TEL21 to TEL2k (group G2), ACD ( It is composed of a management server 7, a display terminal device 8, and a display terminal device 9 that constitute an Automatic Call Distribution) device.
[0020]
The private branch exchange 2 includes a communication path switch 3, extension trunks TR1 to TRk, TR1 to TRn, outside trunks Tr1 to Trk, a dedicated line trunk Trx, a control device 4, and a storage device 5.
[0021]
The communication path switch 3 is formed by a time-division switch or the like, and is controlled by the control device 4 to connect the extension trunks TR1 to TRk and TRl to TRn to form a communication path. TEL11 to TEL1k (group G1 ), An extension call between the extension telephones TEL21 to TEL2k (group G2) is executed.
[0022]
The communication path switch 3 is connected to the public network NT by connecting the extension trunks TR1 to TRk, TR1 to TRn and the external trunks Tr1 to Trk or the dedicated trunk Trx under the control of the control device 4. Extension telephones TELk connected to other private branch exchanges PBX via the general subscriber telephones STL1 to STLn or the private line network NP, extension telephones TEL11 to TEL1k (group G1), and extension telephones TEL21 to TEL2k (group G2) Make an external or private line call.
[0023]
The control device 4 is provided with various processing functions and sequence functions based on a microprocessor, and is connected to the speech path switch 3 via the bus line 6. The speech path switch 3, the extension trunks TR1 to TRk, TR1 to TRn, and the outside line trunk It controls the operation of Tr1 to Trk and dedicated line trunk Trx.
[0024]
Further, the control device 4 notifies the extension trunks TR1 to TRk, TRl to TRn based on the incoming call information notified from the external trunks Tr1 to Trk and the dedicated line trunk Trx, and the extension trunks TR1 to TRk, TRl. Control is executed to call extension telephones TEL11 to TEL1k (group G1) and extension telephones TEL21 to TEL2k (group G2) from .about.TRn.
[0025]
Further, the control device 4 monitors the extension trunks TR1 to TRk, TR1 to TRn, and recognizes the responses, calls, and end calls of the extension telephones TEL11 to TEL1k (group G1) and the extension telephones TEL21 to TEL2k (group G2). Then, control for storing these pieces of information in the storage device 5 through the bus line 6 is executed.
[0026]
Further, the control device 4 temporarily stores CTI (Computer Telephony Integration) link information JT such as incoming call, response, outgoing call, and end call associated with a computer (not shown) in the storage device 5 via the bus line 6, The CTI link information JT is read from the storage device 5 and supplied to the management server 7 via the bus line 6.
[0027]
The storage device 5 is composed of a fixed memory such as a ROM, a rewritable memory such as a RAM, an EEPROM, and a flash memory (FM), and stores various data and programs on the extension side and the outside line necessary for the operation of the private branch exchange 2. In addition, the operation of the control device 4 is supported, and various data are provided according to commands from the control device 4.
[0028]
Further, the storage device 5 temporarily stores CTI (Computer Telephony Integration) link information JT such as incoming call, response, call origination, call termination, etc. provided to the management server 7, and the bus line 6 is connected according to a command from the control device 4. To the management server 7.
[0029]
The management server 7 constitutes an ACD management console server, and receives CTI (Computer Telephony Integration) link information JT such as an incoming call, a response, a call origination, and a call termination supplied from the storage device 5 via the bus line 6. For each group of extension telephones TEL11 to TEL1k (group G1) and extension telephones TEL21 to TEL2k (group G2), the CTI link information JT is processed and processed, and the status of each extension telephone is set as various processing information JS. The processing information JS is stored and supplied through the bus line 6 in response to a request from the display terminal device 8 or the display terminal device 9.
[0030]
In addition, the management server 7 converts the operating statuses of the extension telephones TEL11 to TEL1k (group G1) and the extension telephones TEL21 to TEL2k (group G2) constituting the reception table into MIS (Management Information System) information based on the processing information JS. Display that stores the software program to be converted and displays the MIS (Management Information System) information of the extension telephones TEL11 to TEL1k (group G1) and the extension telephones TEL21 to TEL2k (group G2) to manage the operation status in units of groups Software is downloaded to the terminal device 8 (in charge of the group G1) and the display terminal device 9 (in charge of the group G2).
[0031]
Further, the management server 7 converts the accumulated processing information JS into MIS (Management Information System) information and displays it on the screen, so that the server administrator grasps the operation status of the entire group of the groups G1 and G2. To increase the number of operators in the group and issue instructions to change the arrangement of operators across the group to the manager of the display terminal device 8 and the display terminal device 9, thereby improving the efficiency of reception work in the call center Plan.
[0032]
FIG. 2 is a block diagram showing the main part of an embodiment of the management server according to the present invention. In FIG. 2, the management server 7 includes a server control unit 10, a processing unit 11, a storage unit 12, a display control unit 13, and a display 14.
[0033]
The server control means 10 provides the CTI link information JT supplied from the private branch exchange 2 to the processing means 11, processes the CTI link information JT into the processing information JS, and then stores the processing information JS. 12, control to delete the CTI link information JT, read the processing information JS from the storage means 12 in response to a request from the display terminal device 8 or the display terminal device 9, and display the display terminal via the bus line 6. Control to be supplied to the device 8 or the display terminal device 9 is performed.
[0034]
Further, the server control means 10 reads out the processing information JS from the storage means 12 and supplies it to the display control means 13 to perform control for converting the processing information JS into MIS information corresponding to various display forms.
[0035]
The processing unit 11 has a calculation function and a processing function, and converts the CTI link information JT supplied from the server control unit 10 into various pieces of information (for example, the number of incoming calls, the number of responses, the number of abandons, the response rate, the rate of abandonment, The number of users logged on, the level of the operator, the state, etc.) are processed and processed, and the processing information JS is provided to the server control means 10.
[0036]
The storage means 12 is composed of a fixed memory such as a ROM, and a rewritable memory such as an EEPROM or a flash memory, and stores a software program for converting the processing information JS into MIS information that matches the display form.
[0037]
Further, the storage unit 12 stores the processing information JS processed / processed by the processing unit 11 according to a command from the server control unit 10. Further, the storage means 12 supplies the accumulated processing information JS to the display terminal device 8 and the display terminal device 9 via the display control means 13 and the bus line 6 in response to a command from the server control means 10.
[0038]
When the software program stored in the storage unit 12 and the processing information JS are provided, the display control unit 13 converts the processing information JS into MIS information for displaying the processing status in the group unit by the action of the software program. Then, the display driver is driven to display the MIS information on the display 14. The operation state to be displayed on the display 14 is selected with an input key (not shown).
[0039]
The screen displayed on the display unit 14 is an operation status, a business status, a seat arrangement image of the business status, a list of business statuses, a business status pie chart, a line graph of the operating status transition, and a work time of the receptionist. And so on. In addition, it is possible to display the contents of arbitrary combination of display items in units of groups on one screen, or to display the display items between different groups in one screen.
[0040]
The display terminal devices 8 and 9 constitute MIS information display terminals that control the extension telephones TEL11 to TEL1k (group G1) and the extension telephones TEL21 to TEL2k (group G2) that constitute the reception desks. The software program downloaded via 6 is received and stored, and when the requested processing information JS is supplied, the processing information JS is converted into MIS information by the action of the software program, and the group unit operation is performed. The status is displayed on the screen and managed in groups.
[0041]
FIG. 3 is a block diagram showing the principal part of one embodiment of the display terminal device according to the present invention. In FIG. 3, display terminal apparatuses 8 and 9 have the same configuration and include terminal control means 15, storage means 16, display control means 17, and display 18.
[0042]
The supplied processing information JS is converted into MIS information by the action of the downloaded software program in the terminal control means 15, the storage means 16, the display control means 17, and the display 18, and the operation status of the group unit is displayed on the screen. The management server 7 shown in FIG. 7 displays the business situation, the seat arrangement image of the business situation, the business situation list, the business situation pie chart, the operation state transition line graph, the work hours setting of the acceptor, and the like. The detailed description is omitted.
[0043]
As described above, the ACD system 1 according to the present invention includes the processing unit 11 for processing the CTI link information JT such as calling, incoming call, response, and end-calling of the reception desk supplied from the private branch exchange 2, and the group unit. Management server 7 having storage means 12 for storing the machining processing information JS and the processing processing information JS stored in the management server 7 and reading and controlling the operation status of the reception table in units of groups (G1, G2). The management server 7 accumulates the CTI link information JT of the reception units in units of groups as the processing information JS and includes the display control devices 8 and 9. Can read out the processing information JS, convert it into MIS information, select it arbitrarily, display it in combination and display it on a single screen, thereby improving the efficiency and convenience of management work.
[0044]
In addition, since the display control means 13 and 17 according to the present invention arbitrarily controls the operation status and executes control for displaying on one screen, a plurality of operation statuses can be viewed on one screen, so that one group or The operational status of the entire group can be grasped at a glance, and the efficiency and convenience of management operations can be improved.
[0045]
In this embodiment, two groups, reception group G1 and group G2, are used. However, the number of reception tables may be three or more. In this case, the number of display terminal devices is three or more in combination with the number of groups. do it.
[0046]
Next, the operation status screen displayed on the management server 7, the display terminal device 8, and the display terminal device 9 will be described. FIG. 4 is a screen display diagram of an embodiment of the operating status according to the present invention. In FIG. 4, the screen display indicates <current operating state> of the group G1, and the number of incoming calls α1 to the group G1, the number of responses α2 to the incoming call, the number of abandonment α3, the number of overflows α4, the immediate response rate α5% , The response rate α6%, the abandonment rate α7%, the number of waiting calls α8 that have arrived but have not been answered by the operator and are in a waiting state.
[0047]
It should be noted that the number of IVR incoming calls received by IVR (Interactive Voice Response), the number of intraflows, the number of manual transfers, the number of waiting talks, and the waiting time display (for example, within 10 seconds, 11 seconds to 20 seconds, 21 seconds to (3 types up to 30 seconds) may also be displayed. Further, in the screen of FIG. 4, it is possible to select and display necessary items among the display items described above, and the display position and color on the screen can be freely customized. Further, the display timing is updated at a cycle of 5 seconds to 10 seconds.
[0048]
FIG. 5 is a screen display diagram of one embodiment of the business situation according to the present invention. In FIG. 4, the screen display represents <current job status> of the group G1, and the number of logons θ, the number of logon levels θ3, the number of level 2 people θ2, the level 2 people θ2, the level 3 people θ1, Acceptable number β1 indicating the number of operators that can be accepted, number of incoming calls β2, number of outgoing calls β3, number of away seats β4, number of work β5, calls other than ACD calls such as extension calls, etc. The other usage number β6.
[0049]
It is possible to select and display necessary items among the display items, and the position and color to be displayed on the screen can be freely customized. The display timing is updated at a period of 5 to 10 seconds.
[0050]
FIG. 6 is a screen display diagram of an embodiment of the seat arrangement image of the business situation according to the present invention. In FIG. 6, the screen display represents <the seat arrangement image of the current job status> of the group G1, and displays the status of the operator who is currently logged on. The display contents are a semicircle portion as an image of a chair, and the operator's ACD logon level is displayed for each level (for example, levels 1 to 3). In addition, a square is used as an image of a desk, accepting an operator representing an accepting state, accepting an ACD incoming call, a state in which a call is in progress, a state other than an ACD call such as an incoming call, outgoing call, leaving desk, work, extension call, etc. Other uses in are displayed by color for each state.
[0051]
It should be noted that the colors used are the same as those in FIG. 5, and FIG. 5 and FIG. 6 are displayed side by side to make it easier to understand the operator's state. The display timing is updated at a period of 5 to 10 seconds.
[0052]
FIG. 7 is a screen display diagram of an embodiment of the business situation list according to the present invention. In FIG. 7, the screen display represents <current job status list> of the group G1, and displays the status of the logged-on operator. The displayed contents are the number of the reception desk used by the operator (001 to 007), the name of the operator (Mr. A to G), the logon level of the operator (level 1 to level 3), the state of the operator (incoming call, work, (Separation, speech, reception, etc.) and the elapsed time (Ta to Tg) of the current state of the operator are displayed.
[0053]
The colors used are the same as those shown in FIGS. 5 and 6 and are displayed side by side in FIG. 6 and FIG. The display timing is updated at a period of 5 to 10 seconds.
[0054]
FIG. 8 is a screen display diagram of an embodiment of the operator state according to the present invention. In FIG. 8, the screen display represents <current operator status> of the group G1, and the status of the currently logged-on operator is displayed as a pie chart for each status. The display contents of the pie chart display acceptability, incoming call, outgoing call, away from the desk, work, and other use by color for each state. Note that the colors used are the same as those shown in FIGS. 5 to 7, and the display timing is updated every 5 to 10 seconds.
[0055]
FIG. 9 is a screen display diagram of one embodiment of the transition of the operating state according to the present invention. In FIG. 9, the screen display represents <Transition of operating state> of the group G1, and the time transition (transition) of the breakdown of the number of calls that changes every moment is displayed as a line graph. As the display contents, the number of incoming ACDs, the number of responses, the number of abandons, etc. are displayed in a line graph over time. In addition, past dates (year, month, day, day of the week, average value for a plurality of days) can be specified and displayed, and the operating state of the operator can be predicted compared to today. At the peak of operation, messages can be displayed on the screen, and the number of operators can be increased to always keep the optimum state. The display timing is updated at intervals of 5 to 10 seconds.
[0056]
FIG. 10 is a screen display diagram of one embodiment of business hours according to the present invention. In FIG. 10, the display screen shows the group name, the current work status of the group (during work, overtime, break time), the work time of the group for one day, the group before work time, after work time, or the break time. The connection destination is displayed, and the work hours of the day can be identified by different colors in the bar graph, so that you can identify the difference in work hours for each group. Update on daily changes.
[0057]
FIG. 11 is a screen display diagram showing an embodiment of a combination of a plurality of screens according to the present invention. In FIG. 11, as the display screen, an arbitrary screen is selected from the screens of FIGS. 4 to 10, and a plurality of screens are displayed on one screen. The screen can be selected over a plurality of groups.
[0058]
Since an arbitrary screen can be selected, the supervisor of the ACD group can display only one necessary group of information on the screen, thereby improving the management efficiency. Further, since information of a plurality of groups can be displayed on one screen, information comparison between groups can be performed at a glance, and convenience can be improved.
[0059]
As described above, the operation status according to the present invention includes the current operation status, the current operation status, the seat arrangement image of the current operation status, the current operation status list, the current operation status pie chart, and the operation status transition line. Since it is a graph or the setting of the work hours of the receptionist, it can be displayed on the screen and the status of each group can be grasped from various angles, and management work such as increasing the number of operators and rearranging between groups is efficient Can be executed.
[0060]
【The invention's effect】
As described above, the ACD system according to the present invention is a processing means for processing CTI link information such as outgoing call, incoming call, response, end call, etc. of a reception board supplied from a private branch exchange, and processing in units of groups. A management server having storage means for storing processing information, and a plurality of display terminal devices having display control means for reading the processing information stored in the management server and displaying and controlling the operation status of the reception table in units of groups; Therefore, the management server accumulates the CTI link information of the reception units in group units as processing information, and the display control device reads the processing information, converts it into MIS information, arbitrarily selects it, and combines 1 It can be displayed on the screen, improving management efficiency and convenience.
[0061]
In addition, the operation status according to the present invention includes the current operation status, the current operation status, the seat arrangement image of the current operation status, the current operation status list, the current operation status pie chart, the operation status transition line graph, Or, because it is the setting of the work hours of the receptionist, it can be displayed on the screen and the status of each group can be grasped from various angles, and management work such as increasing the number of operators and rearranging between groups can be performed efficiently can do.
[0062]
Furthermore, the display control means according to the present invention arbitrarily controls the operation status and executes the control to display on one screen, so that a plurality of operation statuses can be viewed on one screen, so that one group or the entire group can be viewed. The operational status can be grasped at a glance, and the efficiency and convenience of management operations can be improved.
[Brief description of the drawings]
FIG. 1 is a block diagram of an essential part of an embodiment of an ACD system according to the present invention. FIG. 2 is a block diagram of an essential part of an embodiment of a management server according to the present invention. Block diagram of a main part of an embodiment of the apparatus FIG. 4 is a screen display diagram of an embodiment of the operating status according to the present invention. FIG. 5 is a screen display diagram of an embodiment of the business status according to the present invention. FIG. 7 is a screen display diagram of an embodiment of the seat arrangement image of the business situation according to the present invention. FIG. 7 is a screen display diagram of the embodiment of the business situation list according to the present invention. Embodiment screen display diagram [FIG. 9] One embodiment screen display diagram of operation state transition according to this invention [FIG. 10] One embodiment screen display diagram of business hours according to this invention [FIG. 11] This invention One embodiment of a combination of multiple screens Display Figure [Description of the code]
DESCRIPTION OF SYMBOLS 1 ACD system 2 Private branch exchange 3 Communication path switch 4 Control apparatus 5 Memory | storage device 6 Bus line 7 Management server 8, 9 Display terminal apparatus 10 Server control means 11 Processing means 12 Storage means 13, 17 Display control means 14, 18 Display 15 Terminal control means 16 Storage means

Claims (1)

In an ACD (Automatic Call Distribution) system that is connected to a private branch exchange and distributes incoming calls to reception desks composed of a plurality of groups.
Management provided with processing means for processing CTI link information such as calling, incoming call, response, end of call etc. of the reception desk supplied from the private branch exchange, and storage means for storing the processing information of the group unit Server,
And a table示端terminal device having a display control means for displaying control operational status of the reception table in the group unit reads the stored processed information to the management server,
The display control means includes
A first display form composed of the number of logged-on persons for each group, the breakdown of the level of the logged-on person, the number of operators that can be accepted, the number of incoming calls in a call state, the number of away seats,
A second display form composed of the number of incoming calls received by the group, the number of responses to the incoming calls, the number of abandons, the number of overflows, the number of waiting calls, the response rate and the number of abandons
A third display form consisting of the number of incoming calls, the number of responses, and the number of abandonments between today and the specified past date;
And selecting an arbitrary display form of an arbitrary group and displaying it on one screen on the display terminal device,
ACD system characterized by

Images