JP4098549B2 - Operation status display system - Google Patents

Description

[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a system and method for displaying an operating status related to an automatic contract / consulting machine (ACM) installed in a sales office of a financial institution such as a bank.
[0002]
[Prior art]
Automatic contract consultation terminal devices (hereinafter referred to as “ACM terminals”) installed at branches of financial institutions such as banks, for example, open a general account and immediately issue a normal, This is a terminal device in a system that automatically accepts applications for loans and credit cards. Each ACM is connected to a remote operation terminal (ROT) installed in a business center via an appropriate communication network. An operator such as a bank clerk operates a remote reception terminal device (hereinafter referred to as “ROT terminal”). The ACM terminal and the ROT terminal have, for example, an interactive videophone device, and can perform various processes while viewing each terminal screen between a customer who operates the ACM terminal and an operator who operates the ROT terminal. Is possible. Usually, a plurality of ACM terminals are installed in each of a plurality of sales offices, etc., and a plurality of ROT terminals in a business center are also installed. A management server for managing connection and data transmission between the plurality of ACM terminals and the plurality of ROT terminals is provided. For example, the management server allocates a free ROT terminal in response to a connection request from the ACM terminal. Connect to. An automatic response business system is configured by such terminal devices including the ACM terminal and the ROT terminal and a management server that manages and controls them.
[0003]
Generally, since the number of ROT terminals installed in the business center is smaller than the number of ACM terminals installed in each store, it is difficult to assign all connection requests from the ACM terminals to the ROT terminals at the same time. When there is no free ROT terminal for the connection request from the ACM terminal in this way, the management server generates a queue for the ACM terminal that requested the connection, and manages the ACM terminal waiting for allocation. The management server uses several methods for efficiently allocating ACM terminals waiting for allocation.
[0004]
For example, multiple ROT terminals can be classified according to the type of work that can be handled according to the type of contract or consultation, and a queue for each work can be generated based on the work related to the connection request of the ACM terminal, and ACM terminals waiting for assignment can be served Efficient allocation to different ROT terminals. It also manages whether or not the ROT terminal can be connected to the management server (that is, whether or not it is logged on to the management server) and assigns an ACM terminal to the connectable ROT terminal.
[0005]
In addition, for example, by providing a function to modify and change the generated queue of ACM terminals flexibly, the ACM terminals are efficiently allocated to the ROT terminals. There is a case in which the queue that has been generated once has a function of changing the order of the ACM terminals based on a predetermined priority.
[0006]
The management server calculates the waiting time of the ACM terminal (that is, the waiting time of the customer) for each job based on the job processing capability information of the operator of each ROT terminal registered in advance and the work status information of each ROT terminal. In addition, it is possible to provide a function of updating the waiting time based on a change in the situation over time. The management server constructs a database for storing such information. Furthermore, customer service is improved by reducing waiting time information and its update information to the ACM terminal and displaying them on the screen, thereby reducing the stress of customers waiting for processing.
[0007]
[Problems to be solved by the invention]
As described above, the outline of the automatic response business system having the ACM terminal has been described. However, the following problems have occurred in each branch office where the ACM terminal is installed.
In a sales office of a financial institution such as a bank, customer service is performed in which a guidance staff asks a customer about a visitor's business and guides it to a window, an ACM terminal, or an ATM (automated teller machine) as appropriate. In the case of a business that can only be handled at the counter, the customer receives the order card of the counter reception processing device that issues the order card for the customer and gives it to the customer. In the case of business that can be handled by ATM, guide to ATM.
[0008]
However, in the case of a business that can be performed at an ACM terminal or at a window, it may be difficult to determine to which of the customers the waiting time is less for the customer. Because the ACM terminal is usually installed in an individual box, it is difficult to determine whether the ACM terminal is in use from a position away from the box of the ACM terminal. In addition, when the customer service is performed on the first floor of the sales office and the ACM terminal is installed on the second floor, the usage status of the ACM terminal is not known at all. Therefore, in order to confirm whether or not the ACM terminal is in use, it is necessary to approach the box of the ACM terminal.
[0009]
In addition, even if the box of the ACM terminal is empty and the customer is guided and seated in front of the ACM terminal, the customer selects a desired transaction from the menu on the ACM terminal screen and sends it to the ROT terminal of the business center. If there is no ROT terminal available when making a connection request, only the waiting time is displayed on the screen of the ACM terminal, and the customer waits in front of the ACM terminal until the ROT terminal is connected. Will have to. Such a situation arises because the information desk that guides the customer cannot grasp the congestion status of the ROT terminal in the business center.
[0010]
SUMMARY OF THE INVENTION Accordingly, an object of the present invention is to provide a system, method, and the like that can easily grasp the usage status of an ACM terminal and the work status of a ROT terminal in a business center, by a sales office or the like where an ACM terminal is installed. To do. Specifically, it is an object of the present invention to provide a display system and method for displaying the usage status of an ACM terminal and the work status of an ROT terminal at a business center.
[0011]
Furthermore, an object of the present invention is a system in which a sales office or the like can easily grasp the usage status of the ACM terminal and the operating status of the ROT terminal in the business center without increasing the burden on the management server of the automated response business system having the ACM terminal. And to provide a method.
[0012]
[Means for Solving the Problems]
  In order to achieve the above object, the present invention makes it possible to display the operating status including the usage status of the ACM terminal and / or the waiting status of the ACM terminal and the working status of the ROT terminal at each store.SystemProvided as follows.
[0013]
(1) The operating status display system(A)One or more ACM terminals installed at each store and accepting applications related to predetermined work from customers;(B)A plurality of ROT terminals connected to the ACM terminal to process the predetermined job;(C)The ACM terminal that requested the connection is assigned to the ROT terminal and these terminals are connected to each other, and a database unit is created and updated to store operation status data relating to the waiting status of the ACM terminal and the working status of the ROT terminal. A management server,(D) in the database unit, in order to store the operation status data, an ACM waiting table storing identification information of an ACM terminal waiting to be allocated and a requested job classification, and a logged-on ROT terminal And (E) the management server, when receiving connection request data from the ACM terminal, identifies the ACM terminal based on the connection request data. Means for recognizing information and a requested business category; (f) referring to the ROT work table based on the recognized requested business category and confirming whether there is a corresponding ROT terminal waiting for allocation; If there is an ROT terminal waiting for allocation, the ACM terminals that have requested connection are allocated and connected to each other, and the RO waiting for allocation When there is no terminal, means for performing processing for adding the ACM terminal that requested connection to the ACM waiting table, and (g) when receiving logon request data from the ROT terminal, identifying the ROT terminal based on the logon request data Means for recognizing information and business category in charge, and (h) referring to the ACM waiting table based on the recognized business category in charge and confirming whether there is a corresponding ACM terminal waiting for allocation, If there is an ACM terminal waiting for assignment, the ROT terminal requested to log on is assigned and connected to each other. If there is no ACM terminal waiting for assignment, the ROT terminal requested to log on is assigned as waiting for assignment in the ROT work table. Means to do the processing to addHave(I) In addition,A WEB server that creates first operating status display data relating to the waiting status of the ACM terminal and the working status of the ROT terminal based on the operating status status data acquired from the management server;(J)An operation status display terminal for displaying the first operation status display data provided in each store and transmitted from the WEB server;(K) an ACM terminal in the allocation waiting state in which the first operation status display data is stored in the ACM waiting table with respect to the number of logged-on ROT terminals stored in the ROT work table Including the data to display for each business category whether the latter is more or less than the former.
[0014]
(2) In the system of (1), the WEB server includes a memory unit that stores the operation status data acquired from the management server by requesting the operation status data from the management server. In response to a request from the operating status display terminal, the first operating status display data is created based on the operating status data stored in the memory unit.
[0015]
(3) In the system of (2), the WEB server requests the operation status data from the management server at regular intervals.
[0017]
(4) Above (1)-(3), The first operation status display data includes expected waiting time data for each predetermined task.
[0018]
(5) Above (1)-(4), The operation status display data includes data for simply displaying the work status of all the ROT terminals.
[0019]
(6)In any one of the systems (1) to (5), the ACM terminal further includes:Proximity sensor for detecting approach and separation of a person from the ACM terminalWith,
  The WEB server further includes:Receiving notification data regarding the approach and separation of the person from the ACM terminal that receives detection data from the proximity sensor, and generating second operation status display data regarding the usage status of the ACM terminal based on the notification dataAnd
  The operating status display terminal further includes:Display the second operating status display data transmitted from the WEB serverDo.
[0020]
(7)In any one of the systems (1) to (5), the WEB server further includes:Notification data regarding the transition from the top menu and the transition to the top menu for the application installed in the ACM terminal is received from the ACM terminal, and second operation status display data regarding the usage status of the ACM terminal based on the notification data CreateAnd
  The operating status display terminal further includes:Display the second operating status display data transmitted from the WEB serverDo.
[0023]
(8)Any of the above (1) to (7)Operating status display terminal in operating status display systemIs.
[0039]
DETAILED DESCRIPTION OF THE INVENTION
Hereinafter, embodiments of the present invention will be described with reference to the drawings.
FIG. 1 is a diagram schematically showing an overall configuration of an embodiment of an operation status display system according to the present invention. The operation status display system according to the present invention is a function for displaying the operation status including at least the usage status of the ACM terminal and the operation status of the ROT terminal of the business center on the display terminal provided in each branch office in the above-described automatic response business system. Is a system that incorporates Therefore, in the following, description will be made including the functions of the automatic response business system.
[0040]
As described above, the automated response business system includes, for example, one or more ACM terminals 12a, 12b, and 12c installed in each store 10 such as a bank, and a plurality of ROT terminals 22a, 22b installed in the business center 20. 22 c and the queue monitoring terminal 24, and a management server 32 installed in the server center 30. In order to implement the operation status display system of the present invention, in each store 10, a control processing program and the like necessary for the proximity sensor device and the operation status display system are added to the ACM terminal 12a, and the operation status is displayed. An operation status display terminal 14 is provided as a display terminal. On the other hand, the server center 30 is provided with a WEB server 34 for implementing the operation status display system of the present invention, and a necessary control program is also added to the management server 32.
[0041]
ACM terminals 12a, 12b, and 12c installed in each store 10 are appropriate computers (clients), and have a central processing unit (CPU), a main storage device, an auxiliary storage device, an input / output device, and the like. In particular, the video conference apparatus is characterized. Furthermore, a communication device for transmitting information to the management server 32 and WEB server 34 of the server center 30 and the ROT terminal 22a of the business center 20 via an appropriate network (for example, a dedicated line in a bank) is provided. As an input device, a keyboard or touch panel for inputting various information by a customer, an audio input device, etc., and an image reading device such as a scanner for reading a customer application form, etc. are provided, and as an output device, a printing for printing a contract, etc. A device, a display device, an audio output device, and the like are provided. The video conference apparatus is connected to the ROT 22a of the business center 20 and has a function of interacting with an operator. The ACM terminal 12a and the like are connected to the ROT terminal 22a and the like by making a connection request to the management server 32 of the server center 30. When connected to the ROT terminal 22a or the like, business processing desired by the customer (various contracts, consultation, etc.) is performed while interacting with the operator. When not immediately connected to the ROT terminal 22a or the like, wait status data is transmitted from the management server 32, and a predicted waiting time or the like is displayed. The wait status data is updated sequentially. Further, in relation to the function of the operation status display system of the present invention, each ACM terminal 12a and the like includes a proximity sensor device. The proximity sensor device generates a detection signal when a person approaches the ACM terminal (eg, appears in front of the terminal) or when a person leaves the ACM terminal (eg, leaves the terminal) To do. The detection signal is transmitted to a WEB server 34 (described later) installed in the server center 30. Each ACM terminal 12a or the like is equipped with a program for an automated service system including functions necessary for the operation status display system of the present invention (for example, proximity center relation), and is executed under the control of the CPU. For example, it is a Java (registered trademark) application, and Java (registered trademark) RMI communication is used as a communication method between each ACM terminal and the management server 32 and the WEB server 34.
[0042]
The ROT terminals 22a, 22b, and 22c installed in the business center 20 are appropriate computers (clients) having a central processing unit (CPU), a main storage device, an auxiliary storage device, an input / output device, and the like. In particular, the video conference apparatus is characterized. Furthermore, a communication device for transmitting information to the management server 32 of the server center 30 and the ACM terminal 12a of each store 10 via an appropriate network is provided. As the input device, a keyboard and a voice input device for inputting various information by an operator are provided, and as the output device, a printing device, a display device, a voice output device and the like are provided. The video conference apparatus is connected to the ACM terminal 12a of each store 10 and has a function of interacting with customers. When the ROT terminal 22a or the like is logged on to the management server 32 of the server center 30, the ACM terminal 12a or the like is assigned by the management server 32 and is connected to the ACM terminal 12a or the like. The operator performs business processing (various contracts, consultations, etc.) desired by the customer while interacting with the customer. In some cases, the ROT terminal 22a or the like that has been in the logoff state makes a log-on request to the management server 32 and waits for an allocation of the ACM terminal 12a or the like. Each ROT terminal 22a or the like is loaded with a program for an automated service system and executed under the control of the CPU. For example, it is a Java (registered trademark) application, and as a communication method with the management server 32, Java (registered trademark) RMI communication is used.
[0043]
The management server 32 installed in the server center 30 is an appropriate computer (server), and includes a central processing unit (CPU), a main storage device, an auxiliary storage device, and the like. When there is a connection request from the ACM terminal 12a or the like, the management server 32 assigns the ROT terminal 22a or the like waiting for allocation to connect the ACM terminal 12a or the like and the ROT terminal 22a or the like, or various types related to the automatic response business system. A management unit 321 having a function of generating and storing the database in an auxiliary storage device, and a database unit 322 having a function of storing various generated databases. These functions are realized by a program for an automatic response business system that is executed under the control of the CPU.
[0044]
The main functions of the management unit 321 of the management server 32 are, for example, database management for creating and updating each database in the database 321, allocation of the ROT terminal 22 a to the connection request from the ACM terminal 12 a, and immediate allocation of the ACM terminal 12 a For example, a queue is generated when it is not received, and monitoring terminal management is performed to process queue change information transmitted from the queue monitoring terminal 24 described later.
[0045]
The table file included in the database unit 322 of the management server 32 is generated in advance, for example, an ACM terminal list table storing information (installed store name, identification ID, etc.) related to each ACM terminal, and related to each ROT terminal ROT terminal list table in which information (identification ID, etc.) is stored, information on business divisions (operator name, professional business, business division identification ID, etc.) to which operators having predetermined skills (special business processing capabilities) are allocated Business category list table. The types of business categories include “mortgage” and “delivery”, and the business category to which the ROT terminal operated by the operator belongs depends on which business category the operator has. When one operator has the processing capability of a plurality of business divisions, the ROT terminal also serves as a plurality of business divisions.
[0046]
In addition, among the table files included in the database unit 322, information (operator name, business category identification ID, etc.) of the ROT terminal waiting for allocation, which is generated during operation of the connection process between the ACM terminal and the ROT terminal, ROT work table in which information (operator name, business category identification ID, etc.) of connected ROT terminals being received, and information on ACM terminals waiting for allocation (identification ID, business category identification ID, etc.) There is an ACM waiting table to be stored. 2A is an example of an ROT work table, and FIG. 2B is an example of an ACM waiting table. Based on the ROT work table and the ACM waiting table, for example, the number of ROT terminals waiting to be allocated and the number of ACM terminals are calculated and compared, or the work classification of the ROT terminal and the work requested by the ACM terminal are compared. The predicted waiting time is calculated by comparing the sections and by predicting the business processing time of each of the ROT terminals currently being handled and the ROT terminals waiting for allocation. The calculated predicted waiting time information is also stored as information in the ACM waiting table. Each information item of these tables and the predicted waiting time calculated are sequentially updated.
[0047]
The queue monitoring terminal device 24 of the business center 20 is an appropriate computer (client), and includes a central processing unit (CPU), a main storage device, an auxiliary storage device, an input / output device, and the like. Furthermore, a communication device for transmitting information to the management server 32 of the server center 30 via an appropriate network is provided. As the input device, a keyboard or the like for inputting various information by the supervisor is provided, and as the output device, a display device or the like is provided. Queue data generated by the management server 32 is transmitted to the queue monitoring terminal device 24 and displayed on the display device. The supervisor can perform an input operation to change the priority of each ACM terminal or to change the waiting status while viewing the displayed queue. The input queue change information is transmitted to the management server 32, and the management server 32 updates the queue based on the change information. Thereby, prediction waiting time information etc. are changed. The function of the queue monitoring terminal device 24 is realized by a program for an automated service system executed under the control of the CPU. The queue monitoring terminal device 24 is not necessarily installed in the business center 20, and the function of the queue monitoring terminal device 24 may be incorporated in the management server 32.
[0048]
The WEB server 34 provided in the server center 30 is an appropriate computer (server), and includes a central processing unit (CPU), a main storage device, an auxiliary storage device, and the like. Further, for example, it is connected to the management server 32 via a LAN or the like, and information can be transmitted to the management server 32. As a communication method between the management server 32 and the WEB server 34, for example, RMI communication of Java (registered trademark) is used. The WEB server 34 includes an operation status display management unit 341 and a memory unit 342. The function of the operation status display management unit 341 acquires queue data stored in the database unit 322 of the management server 32, temporarily stores it in the memory unit 342, and further stores the operation status display data from the operation status display terminal 14. When there is a request, the queue data stored in the memory unit 342 is taken out, operation status display data is generated based on the queue data, and is transmitted to the operation status display terminal 14. Transmission to the operation status display terminal 14 is performed by passing the operation status display data to the WEB browser of the operation status display terminal 14 via the WEB page. The memory unit 342 is a storage device that can be accessed at high speed, and holds data by a cache technique. The function of the operation status display management unit 341 of the WEB server 34 is realized by a program executed under the control of the CPU, including management of the memory unit 342. For example, a Java (registered trademark) servlet that is a function expansion program of a WEB server can be used.
[0049]
The operation status display device 14 installed in each store 10 is an appropriate computer (client) as an example, and includes a central processing unit (CPU), a main storage device, an auxiliary storage device, an input / output device, and the like. Have Furthermore, the communication apparatus for transmitting information with the WEB server 34 of the server center 30 via an appropriate network is provided. As an input device, for example, a keyboard or a touch panel (including one provided on the display screen) for inputting operation status display data to the WEB server 34 is provided. A display device such as a liquid crystal display device for displaying the status display data is provided. The main function of the operation status display device 14 is to request the operation status display data from the WEB server 34 and display the operation status display data transmitted from the WEB server 34. This function is realized by a program executed under the control of the CPU. The program is, for example, a WEB browser for browsing a WEB page created by the WEB server 34, and exchanges data using an HTTP (Hyper Text Transfer Protocol) protocol.
[0050]
Since the function of the operation status display device 14 is as described above, the operation status display device 14 can be implemented using a communication terminal device other than a general computer. For example, it can be implemented by incorporating the function into a window reception processing apparatus that is installed in many stores such as banks and issues turn cards for customers. A communication apparatus is provided to a conventional window reception processing apparatus to enable network communication with the WEB server 34 (for example, an IP address is assigned to the window reception processing apparatus and registered in the WEB server 34). An appropriate program is added so that the display device of the reception processing device can also be used as the display device of the operation status display device. In many cases, a store attendant or the like guides a customer by referring to or operating a window reception processing apparatus, so that it is convenient for the window reception processing apparatus to also serve as the operation status display device 14. As another example, the operation status display device 14 can be implemented using a mobile phone capable of network communication. In this case, the guidance staff is very convenient because it can always refer to the operating status display device 14 while wearing it. FIG. 1 shows a simple display function and a detailed display function as display functions of the operation status display device 14, which will be described later.
[0051]
FIG. 3 is a flowchart showing a customer guidance flow by a guide in a store or the like using the operation status display system according to the present invention.
Step S101: The guidance staff asks for a message from a customer who has visited the store. That is, the contents of the business process desired by the customer are recognized.
Step S102: It is determined whether or not the customer's business is an ACM target business. If the job is subject to ACM, the process proceeds to the next step.
Step S103: If the customer's business is an ACM target business, the display screen of the operation status display device is checked before guiding the customer to the ACM, and whether or not the ACM installed in the store is free Check the usage status. If there is an ACM that is not in use, proceed to the next step.
Step S104: If there is an ACM that is not in use, the work status of the ROT in the business center is further confirmed on the display screen of the operation status display device, and it is confirmed whether or not it is congested. In particular, it is confirmed whether or not the ROT in charge of the business classification to which the business processing desired by the customer belongs is congested. If it is not crowded, go to the next step.
Step S105: The guidance is terminated by guiding the customer to an available ACM.
Step S106: In Steps S102 to S104, when the customer's business is not an ACM target business, the ACM is not available, and the ROT is congested, the guidance is terminated by guiding the customer to the window. .
[0052]
FIG. 4 is a diagram showing an example of a display screen of the operation status display device 14. This example is an example in which the operation status display device 14 according to the present invention is incorporated in the above-described window reception processing apparatus, and is a diagram showing a display screen 40 of the window reception processing apparatus. FIG. 4A is a top menu screen of the display screen 40 of the window reception processing apparatus. The operation status simple display section 50 according to the present invention is arranged at the bottom of the screen, and the window reception processing display section 50 occupies most of the screen. (Description is omitted) is displayed.
[0053]
Three square displays from the left end of the operating status simplified display unit 50 are ACM usage status simplified displays 52a, 52b, and 52c, which indicate the usage status of each of the three ACM terminals installed in the store. For example, a red display indicates that the ACM terminal is in use, and a green display indicates that the ACM terminal is empty.
[0054]
The adjacent rectangular display is a simple ROT work status display 54, which roughly shows the work status, that is, the congestion status of all ROTs in the business center. For example, red display indicates that queues of ACM terminals are generated in all business categories. If it is displayed in yellow, it indicates that a queue is generated in one or more business categories, but not all business categories. If it is displayed in green, it indicates that no queue is generated for any business category.
[0055]
Furthermore, the display of “ACM” at the right end of the operating status simplified display unit 50 is a display switching unit 56, which is a button display having a function of switching from this simplified display to the detailed display of FIG. That is, this display device also serves as an input device as a touch panel.
[0056]
FIG. 4B is a diagram showing a detailed operation status display on the display screen 40 of the window reception processing device. The upper half of the operation status details display is an ACM usage status details display portion 72, which displays ACM usage status details displays 73a, 73b, 73c for three ACM terminals. Since the ACM usage status detail display only displays “in use” or “empty”, the information content is the same as the simplified display in FIG.
[0057]
The lower half of the operation status detail display is an ROT work status detail display portion 74, which displays the work status for each business category. The numbers 75a, 75c, etc. “1” to “12” are ROT business category displays and are numbers corresponding to each business category. It is assumed that the information desk recognizes the correspondence between numbers and business categories.
[0058]
The square displays 76a, 76c, etc. on the right side of the numbers are business-specific ROT work status simplified displays. For example, (a) the red display indicates that the expected waiting time of the business category exceeds a certain time or there is no ROT terminal (that is, operator) logged on in the business category. (b) The yellow display indicates that the expected waiting time of the business category is within a certain time, but is not 0, and there is one or more ROT terminals logged on in the business category. (c) The green display is in a state other than the above.
[0059]
Furthermore, the bar graph displays 77a and 77c on the right side of the square display represent the comparison results of comparing the queue length of the ACM terminal with the number of logged-on ROT terminals (that is, operators). For example, (a) in the state where no ROT terminal is logged on, the color is light blue to the right end. (b) Even if the length of the queue is equal to or longer than the number of logged-on ROT terminals, the color is light blue to the right end. (c) When the queue is not created, the whole is blue. (d) In a state where a queue is generated and the length of the queue is shorter than the number of logged-on ROT terminals, the number of ROT terminals and the queue length (that is, the number of waiting ACM terminals) ) To become light blue partially from the left.
[0060]
Furthermore, “expected waiting time” is also displayed on the right side of the bar graph display. In addition, instead of displaying “expected waiting time”, “waiting number of people” may be displayed.
[0061]
The operation status detail display screen in FIG. 4 (B) is automatically closed when a predetermined time has elapsed since it was displayed, and returns to the normal display screen in FIG. 4 (A).
[0062]
FIG. 5 is a diagram schematically showing data exchange between the components of the operating status display system according to the present invention. Each arrow indicates the flow of data, and the reference numerals attached to the arrows indicate related steps in the flowcharts shown in FIGS. Hereinafter, with reference to FIG. 5, the processing flow of the operating status display system according to the present invention will be described. The following processing flow is shown as an example, and the present invention is not limited to this.
[0063]
FIG. 6 and FIG. 7 are flowcharts for performing queue generation processing by the management server 32, specifically, processing for creating (including updating) the ACM wait table and ROT work table in the database unit 322. These processes are performed when the management server 32 receives a connection request from the ACM terminal 12 or a logon request from the ROT terminal 22.
[0064]
FIG. 6 is a diagram illustrating a processing flow by the management server 32 in response to a connection request from the ACM terminal 12.
Step S201: The management server 32 receives a connection request from the ACM terminal 12 to the ROT terminal 22. The management server 32 identifies the ACM terminal 12 that made the connection request based on the connection request data, and recognizes the business classification related to the connection request.
Step S202: The management unit 321 of the management server 32 refers to the ROT work table of the database unit 3222 and confirms whether there is an available ROT terminal. That is, a search is made for a ROT terminal that is logged on and waiting for assignment and that corresponds to the business category related to the connection request.
Step S203: When there is an empty ROT terminal 22, the management server 32 connects the ACM terminal 12 and the ROT terminal 22 to each other. That is, the ACM terminal 12 is allocated to the vacant ROT terminal 22.
Step S204: Since the ROT terminal 22 to which the ACM terminal 12 is assigned shifts from the idle state to the working state, the management server 32 updates the ROT work table of the database unit 322 to reflect this state change. .
Step S205: When the ACM terminals 12 that have been queued in the ACM waiting table are allocated, the ACM waiting table is also updated.
Step S206: When the ROT work table is updated and the ACM waiting table is updated, the predicted waiting time calculated based on these is also changed. Therefore, the calculation is recalculated and a new predicted waiting time is waited for the ACM. The ACM waiting table is updated by storing in the table.
Step S207: If there is no free ROT terminal 22 in step S202, processing for adding the ACM terminal 12 that has requested connection to the queue is performed. As a result, the ACM waiting table is updated.
Step S208: When the ACM terminal 12 is newly added to the queue, the predicted waiting time is recalculated, and the new predicted waiting time is stored in the ACM waiting table, thereby updating the ACM waiting table.
[0065]
FIG. 7 is a diagram showing a processing flow by the management server 32 in response to a logon request from the ROT terminal 22.
Step S251: The management server 32 receives a logon request from the ROT terminal 22. The management server 32 identifies the ROT terminal 22 that made the logon request based on the logon request data, and recognizes the business division in charge.
Step S252: The management unit 321 of the management server 32 refers to the ACM waiting table in the database unit 3222 and confirms whether there is an ACM terminal waiting for allocation in the queue of the corresponding business category.
Step S253: When there is an ACM terminal 12 waiting for allocation, the management server 32 connects the ACM terminal 12 and the ROT terminal 22 to each other. That is, the ACM terminal 12 waiting for allocation is allocated to the ROT terminal 22 that requested the logon.
Step S254: Since the ROT terminal 22 to which the ACM terminal 12 is assigned shifts from the logoff state to the working state, the management server 32 updates the ROT work table in the database unit 322 to reflect this state change. .
Step S255: Since the ACM terminals 12 arranged in the queue of the ACM waiting table are allocated, the ACM waiting table is also updated.
Step S256: When the ROT work table is updated and the ACM waiting table is updated, the predicted waiting time calculated based on them is also changed. Therefore, the calculation is recalculated and a new predicted waiting time is waited for the ACM. The ACM waiting table is updated by storing in the table.
Step S257: If there is no ACM terminal 12 waiting for assignment in step S252, in order to change the state of the ROT terminal 22 that requested the logon from the logoff state to the state waiting for assignment, the ROT work table is changed. Update.
[0066]
The ROT work table and ACM wait table update process shown in FIGS. 6 and 7 is an example, and the wait status information related to the ACM terminal 12 and the work status information related to the ROT terminal 22 are sequentially generated and updated in the automatic response business system. There are various conditions. For example, this is the case where the ACM waiting status information is changed by the queue monitoring terminal 24. An example is given here in order to clarify the information source of information displayed in the operation status display system according to the present invention.
[0067]
FIG. 8 shows that the WEB server 34 receives the waiting status information (specifically, status data of the ACM waiting table) from the management server 32 and the working status information (specifically, the ROT work table) regarding the ROT terminal 22. It is a flowchart which shows the process which acquires (state data). These information data are collectively referred to as “operation status data”.
Step S301: The operation status display management unit 341 of the WEB server 34 acquires operation status information from the management unit 321 of the management server 32 at regular intervals. Therefore, it is determined whether or not a predesignated time has elapsed. If the designated time has elapsed, the process proceeds to the next step.
Step S302: The operation status display management unit 341 of the WEB server 34 transmits an operation status data request to the management server 32.
Step S303: The management unit 321 of the management server 32 acquires the status data of the ACM wait status and the ROT work status, that is, the data of the ACM wait table and the ROT work table from the database unit 322, and sends them to the WEB server 34 as operation status status data Send.
Step S304: The operating status display management unit 341 of the WEB server 34 acquires operating status status data from the management server 32.
Step S305: The operation status display management unit 341 of the WEB server stores the acquired operation status data in the memory unit 341. The memory unit 341 is a cache memory. As a result, the memory unit 341 is updated with the latest operation status information at regular time intervals.
[0068]
FIG. 9 is a flowchart showing a process of transmitting ACM waiting status and ROT work status display data from the WEB server 34 to the operation status display terminal 14. The display data of the ACM waiting status and the ROT work status is displayed on the operation status display terminal 14 by the all ROT work status simple display 54 in FIG. 4A and the ROT work status detailed display section in FIG. 4B. The WEB server 34 transmits the data in response to a request from the operation status display terminal 14. These display data are referred to as “first operation status display data”.
Step S401: The operation status display terminal 14 acquires first operation status display data from the operation status display management unit 341 of the WEB server 34 at regular time intervals. Therefore, it is determined whether or not a predesignated time has elapsed. If the designated time has elapsed, the process proceeds to the next step.
Step S402: The operation status display management unit 341 of the WEB server 34 receives a first operation status display data request from the operation status display terminal 14. At this time, the operating status display management unit 341 identifies the operating status display terminal 14 that is the request source from the information included in the request. For example, when the HTTP protocol is used, the requesting operation status display terminal 14 can be identified from the header information.
Step S403: The operating status display management unit 341 of the WEB server 34 acquires operating status status data from the memory unit 342.
Step S404: The operating status display manager 341 of the WEB server 34 creates first operating status display data based on the operating status data. The first operation status display data is data that can be browsed by the browser of the operation status display terminal 14 through the WEB page constructed by the operation status display management unit 341.
Step S405: The operating status display management unit 341 of the WEB server 34 transmits the created first operating status display data to the operating status display terminal 14. The transmission is performed to the operation status display terminal 14 of the request source identified in step S402.
[0069]
FIG. 10 is a flowchart showing a process for notifying the WEB server 34 of the start of use of the individual ACM terminal 12. Notification is performed in both cases of FIG. 10 (A) and FIG. 10 (B). Based on this notification data, the WEB server 34 displays the ACM usage status simplified displays 52a to 52c in FIG. 4A and the ACM usage status details displays 73a to 73c in FIG. Data for display is transmitted.
[0070]
The notification process shown in FIG. 10 (A) is as follows.
Step S501: The ACM application is in a state where the display of the top menu is continued. This means that the ACM application is waiting for a customer. The ACM application is a program installed in the ACM terminal 12 in order to realize the function of the ACM terminal 12.
Step S502: It is determined whether or not the proximity sensor installed in the ACM terminal 14 detects the approach of a person (customer). That is, it is determined whether or not the generated detection data is received by the ACM application.
Step S503: The ACM application that has received the detection data from the proximity sensor, that is, the ACM terminal 12, notifies the WEB server 34 of the start of use of the ACM terminal 12. The WEB server 34 receives the notification data and identifies the ACM terminal 12 that has transmitted the notification data.
[0071]
The notification process shown in FIG. 10B is as follows.
Step S511: It is determined whether or not the ACM application has transitioned to another screen from the state where the display of the top menu is continued. The screen transition from the top menu occurs, for example, when the customer performs an input operation to select a desired business category (delivery etc.) from the top menu.
Step S512: The ACM application in which the transition from the top menu has occurred, that is, the ACM terminal 12, notifies the WEB server 34 of the start of use of the ACM terminal 12. The WEB server 34 receives the notification data and identifies the ACM terminal 12 that has transmitted the notification data.
[0072]
FIG. 11 is a flowchart showing a process for notifying the WEB server 34 of the end of use of the individual ACM terminal 12. Notification is performed in both cases of FIG. 11 (A) and FIG. 11 (B). Based on this notification data, the WEB server 34 displays the ACM usage status simplified displays 52a to 52c in FIG. 4A and the ACM usage status details displays 73a to 73c in FIG. Data for display is transmitted.
[0073]
The notification process shown in FIG. 11A is as follows.
Step S521: The ACM application is in a top menu display state. For example, this is the case immediately after the customer process in the ACM application is completed.
Step S522: The proximity sensor installed on the ACM terminal 12 determines whether a person (customer) has left the ACM terminal 12. That is, it is determined whether or not the generated detection data is received by the ACM application.
Step S523: The ACM application that has received the detection data from the proximity sensor, that is, the ACM terminal 12, notifies the WEB server 34 of the end of use of the ACM terminal 12. The WEB server 34 receives the notification data and identifies the ACM terminal 12 that has transmitted the notification data.
[0074]
The notification process shown in FIG. 11B is as follows.
Step S531: When the ACM application ends the customer process and transitions to the top menu, it is determined whether or not the proximity sensor detects the presence of a person (customer). For example, this may be the case when the customer leaves the ACM terminal 12 before the screen transitions to the top menu.
Step S532: The ACM application that recognizes that the proximity sensor does not respond at the time of transition to the top menu, that is, the ACM terminal 12, notifies the WEB server 34 of the end of use of the ACM terminal 12. The WEB server 34 receives the notification data and identifies the ACM terminal 12 that has transmitted the notification data.
[0075]
FIG. 12 is a flowchart showing a process of transmitting ACM usage status display data from the WEB server 34 to the operation status display terminal 14. The display data of the ACM usage status is for causing the operation status display terminal 14 to display the ACM usage status simplified displays 52a to 52c in FIG. 4A and the ACM usage status detail displays 73a to 73c in FIG. 4B. The display data regarding the usage status of these ACM terminals is referred to as “second operating status display data”. The second operation status display data is transmitted from the ACM terminal 12 to the operation status display terminal 14 corresponding to the ACM terminal 12 when the use start or end notification data is received from the ACM terminal 12.
[0076]
Step S601: The operation status display management unit 341 of the WEB server 34 determines whether use start or use end notification data from the ACM terminal 12 has been received. When the notification data from the ACM terminal 12 is received, the process proceeds to the next step. At this time, the originating ACM terminal 12 is identified based on the notification data. For example, it can be identified from header information in the HTTP protocol.
Step S602: The operation status display management unit 341 of the WEB server 34 creates second operation status display data based on the notification data. The second operation status display data is data that can be browsed by the browser of the operation status display terminal 14 through the WEB page constructed by the operation status display management unit 341.
Step S603: The operation status display management unit 341 of the WEB server 34 transmits the second operation status display data to the corresponding operation status display terminal 14. The corresponding operating status display terminal 14 is the operating status display terminal 14 corresponding to the ACM terminal 12 of the transmission source identified in step S601.
[0077]
In addition, the transmission process of the 1st and 2nd operation condition display data from a WEB server to an operation condition display terminal shown in FIG. 9 or FIG. 12 is an example, Comprising: It is not limited to said example. An embodiment in which update data is transmitted from the WEB server to the operation status display terminal at regular intervals without a request from the operation status display terminal. The operation status display terminal requests data from the WEB server at regular intervals, and WEB An embodiment in which update data is transmitted from the server is conceivable, and in combination with these, a data request from the operating status display terminal at an arbitrary time (for example, an information input operation for data update by a guide) An embodiment in which update data is transmitted is also possible.
[0078]
【The invention's effect】
In the operation status display system and the like according to the present invention, a sales representative or the like where the ACM terminal is installed confirms the usage status of the ACM terminal and the work status of the ROT terminal of the business center, and confirms the display contents of the operation status display terminal. By doing so, it can be easily grasped. Accordingly, it is possible to promptly guide the customer to the most appropriate reception place among the ACM terminal, the ATM terminal, or the window, that is, the reception place where the waiting time of the customer is minimized.
[0079]
Furthermore, in the operation status display system and the like according to the present invention, the WEB server sequentially acquires and caches the operation status data from the management server, so that the (first) operation status display data is obtained based on the cached data. Create and provide it to the operating status display terminal. This makes it possible to easily grasp the usage status of the ACM terminal and the operating status of the ROT terminal in the business center at a sales office or the like without increasing the burden on the management server of the automated business system that manages the ACM terminal and the ROT terminal.
[0080]
Furthermore, in the operation status display system and the like according to the present invention, the usage status of the start and end of use of each ACM terminal is detected by a proximity sensor for each ACM terminal, and the notification data is received from each ACM terminal. It is transmitted to the WEB server and provided from the WEB server to the operation status display terminal. Since the data related to the usage status of the ACM terminal does not pass through the management server, the burden on the management server can be avoided.
[0081]
The operation status display system and the like according to the present invention are incorporated into an automatic response business system using a known ACM terminal, thereby realizing that the automatic response business system is more effectively used.
[Brief description of the drawings]
FIG. 1 is a diagram schematically showing an overall configuration of an embodiment of an operation status display system according to the present invention.
2A is an example of an ROT work table, and FIG. 2B is an example of an ACM waiting table.
FIG. 3 is a flowchart showing a customer guidance flow by a guide in a store or the like using the operation status display system according to the present invention.
FIG. 4 is a diagram showing an example of a display screen of an operation status display device.
FIG. 5 is a diagram schematically showing data exchange between components of the operating status display system according to the present invention.
FIG. 6 is a diagram showing a processing flow by the management server in response to a connection request from an ACM terminal.
FIG. 7 is a diagram showing a processing flow by the management server in response to a logon request from an ROT terminal.
FIG. 8 is a flowchart showing a process in which the WEB server acquires waiting status information related to the ACM terminal and work status information related to the ROT terminal from the management server.
FIG. 9 is a flowchart showing processing for transmitting display data of ACM waiting status and ROT work status from the WEB server to the operation status display terminal.
FIG. 10 is a flowchart showing a process for notifying a WEB server of the start of use of an individual ACM terminal.
FIG. 11 is a flowchart showing processing for notifying a WEB server of the end of use of an individual ACM terminal.
FIG. 12 is a flowchart showing a process of transmitting ACM usage status display data from a WEB server to an operation status display terminal;
[Explanation of symbols]
10 sales offices, etc.
12, 12a, 12b, 12c Automatic contract consultation terminal device (ACM terminal)
14 Operation status display device
20 business center
22a, 22b, 22c Remote response terminal device (ROT terminal)
24 Queue monitoring terminal
30 server center
32 Management server
34 WEB server
40 display screen
50 Operation status simple display section
52a, 52b, 52c ACM usage status simple display
54 Simple display of all ROT work status
56 Display switching part
60 Window reception processing display section
72 ACM usage details display section
73a, 73b, 73c ACM usage status details display
74 ROT work status details display section
75a, 75c ROT business division display
76a, 76c Simple display of ROT work status by business
77a, 77c Detailed ROT work status display by business

Claims (8)

(A) one or a plurality of ACM terminals installed in each store for accepting an application regarding a predetermined business from a customer;
(B) a plurality of ROT terminals connected to the ACM terminal and processing the predetermined task;
(C) A database unit that allocates the ACM terminal that has requested connection to the ROT terminal and connects these terminals to each other, and stores operation status data relating to the waiting status of the ACM terminal and the working status of the ROT terminal. A management server for creating and updating ,
(D) In the database unit, in order to store the operation status data, the identification information of the ACM terminal waiting to be allocated and the ACM waiting table storing the requested job classification, and the identification information of the logged-on ROT terminal A ROT work table for storing information indicating whether the ROT terminal is in charge of allocation or whether the ROT terminal is waiting for assignment or being connected to the ACM terminal,
(E) The management server
Means for recognizing identification information of the ACM terminal and requested business division based on the connection request data when connection request data is received from the ACM terminal;
(F) Refers to the ROT work table based on the recognized business category to be recognized, checks whether there is an ROT terminal waiting for allocation corresponding to the business category, and there is an ROT terminal waiting for allocation. A connection requesting ACM terminal is allocated and connected to each other, and if there is no allocation-waiting ROT terminal, means for adding the connection requesting ACM terminal to the ACM waiting table;
(G) means for recognizing identification information of the ROT terminal and a business division in charge based on the logon request data when logon request data is received from the ROT terminal that is in the logoff state;
(H) Refers to the ACM waiting table based on the recognized business division in charge, checks whether there is an allocation-waiting ACM terminal corresponding to the business division, and has an allocation-waiting ACM terminal. If there is no ACM terminal waiting for assignment, the ROT terminal requested for logon is assigned and connected to each other. If there is no ACM terminal waiting for assignment, the ROT terminal requested for logon is added to the ROT work table as waiting for assignment. And
(I) Furthermore, a WEB server that creates first operating status display data related to the waiting status of the ACM terminal and the working status of the ROT terminal based on the operating status status data acquired from the management server;
(J) an operation status display terminal that is provided in each store and displays the first operation status display data transmitted from the WEB server ,
(K) The first operational status display data indicates the number of ACM terminals waiting for allocation stored in the ACM waiting table with respect to the number of logged-on ROT terminals stored in the ROT work table. An operation status display system including data for comparing each business category to indicate whether the latter is more or less than the former .   The WEB server includes a memory unit that stores the operation status data acquired from the management server by requesting the operation status data from the management server, and responds to a request from the operation status display terminal. The operation status display system according to claim 1, wherein the first operation status display data is created based on the operation status status data stored in the memory unit.   The operating status display system according to claim 2, wherein the WEB server requests the operating status status data from the management server at regular intervals. The operating status display system according to any one of claims 1 to 3 , wherein the first operating status display data includes expected waiting time data for each business category . The operating status display system according to any one of claims 1 to 4 , wherein the operating status display data includes data for simply displaying work statuses of all the ROT terminals. The ACM terminal further includes a proximity sensor that detects approach and separation of a person from the ACM terminal,
The WEB server further receives notification data regarding the approach and separation of the person from the ACM terminal that receives detection data from the proximity sensor, and a second operation regarding the usage status of the ACM terminal based on the notification data Create status display data ,
The operating status display terminal further operation status display system according to claim 1, characterized in that to display the operating status display data of the second transmitted from the WEB server. The WEB server further receives notification data regarding the transition from the top menu and the transition to the top menu for the application installed in the ACM terminal from the ACM terminal, and based on the notification data, the WEB server relates to the usage status of the ACM terminal. 2 operation status display data is created ,
The operating status display terminal further operation status display system according to claim 1, characterized in that to display the operating status display data of the second transmitted from the WEB server. Operating status display terminal in any operating condition display system of claim 1-7.

Images