JP5511870B2 - Break time management device, break time management method, and break time management program - Google Patents

Description

  The present invention relates to a break time management device and the like.

  In the call center, an operator is always on standby and handles calls to customers. If the number of calls received from customers increases and the number of operators becomes insufficient, it will not be possible to smoothly respond to calls, so it is required to have a minimum number of operators always on standby.

  As described above, in the call center, it is necessary to always wait for the number of persons who can handle a plurality of calls, but it is also important to allow the operator to take breaks sequentially.

  In order to deal with the above-described problems, the call center prepares a plurality of break patterns with different break times, and allows the operator to report one of the break patterns in advance. By preparing such a break pattern, it is possible to prevent each operator's break time from overlapping while giving a break time to each operator, and to secure the number of people who can handle calls.

  As another conventional technique, a technique for scheduling the rest time of each operator so that the total skill of the operators is averaged is also disclosed.

JP 2010-11014 A

  However, the above-described conventional technology has a problem that it is impossible to ensure both the number of operators who can handle calls and to allow the operator to take a break.

  In a call center, there are many cases where it is impossible to take a break according to a break pattern declared in advance by an operator. For example, it is often the case that the telephone response to customers is increased, and there are cases where the telephone response operation must be continued even when the break time declared in advance is reached.

  If a break cannot be taken according to the break pattern, the operator will take a break at an alternative time. However, as a result of taking a break at an alternative time, the break time may overlap with another operator, and it may be impossible to secure the number of people who can handle the call.

  The disclosed technology has been made in view of the above, and provides an apparatus capable of both ensuring the number of operators corresponding to the number of calls received and allowing the operator to take a break. Objective.

  According to the disclosed break time management apparatus, the storage unit, the detection unit, and the break time management unit are included. The storage unit includes a break management table that associates a break pattern that specifies a break time with an operator who takes a break according to the break pattern, and an operator management table that manages a business state indicating whether the operator is dealing with a customer. And a number management table for managing a threshold value of the number of operators required to handle calls at each time. The detection unit detects the first operator who is in customer service during the break time based on the break management table and the operator management table. The break time management unit selects a second operator who does not respond to the customer at the break time, changes the break time of the second operator to the break time of the first operator, and based on the number of people management table, A break time that does not fall below the threshold of the required number of persons even if one operator takes a break is set as the break time of the first operator.

  According to the disclosed break time management device, there is an effect that it is possible to achieve both of securing the number of operators corresponding to the number of calls accepted and allowing the operator to take a break.

FIG. 1 is a diagram illustrating the configuration of the system according to the first embodiment. FIG. 2 is a functional block diagram illustrating the configuration of the break management apparatus according to the first embodiment. FIG. 3 is a diagram illustrating an example of the data structure of the operator management table according to the first embodiment. FIG. 4 is a diagram illustrating an example of the data structure of the break pattern table according to the first embodiment. FIG. 5 is a diagram illustrating an example of the data structure of the break management table according to the first embodiment. FIG. 6 is a diagram illustrating an example of the data structure of the number management table according to the first embodiment. FIG. 7 is a diagram illustrating an example of a correspondence end confirmation screen. FIG. 8 is a diagram illustrating an example of the change confirmation screen. FIG. 9 is a diagram illustrating an example of the change information screen. FIG. 10 is a flowchart illustrating the processing procedure of the break management apparatus according to the first embodiment. FIG. 11 is a diagram illustrating the configuration of the system according to the second embodiment. FIG. 12 is a functional block diagram illustrating the configuration of the break management apparatus according to the second embodiment. FIG. 13 is a diagram illustrating an example of a break recruitment screen. FIG. 14 is a flowchart illustrating the processing procedure of the break management apparatus according to the second embodiment.

  Embodiments of a break time management device, a break time management method, and a break time management program disclosed in the present application will be described below in detail with reference to the drawings. Note that the present invention is not limited to the embodiments.

  A configuration of the system according to the first embodiment will be described. FIG. 1 is a diagram illustrating the configuration of the system according to the first embodiment. As shown in FIG. 1, this system includes a telephone 1, an ACD (Automatic Call Distribution) switch 5, operator terminals 10a to 10c, a center manager terminal 70, and a break management apparatus 100. The operator terminals 10 a to 10 c, the ACD switch 5, the center manager terminal 70, and the break management device 100 are connected to each other via the network 50. The ACD switch 5 is connected to the telephone 1. The break management device 100 is an example of a break time management device.

  In addition to the operator terminals 10a to 10c, other operator terminals may be connected to the network 50. In the following description, operator terminals 10a to 10c are collectively referred to as operator terminal 10 as appropriate. The ACD switch 5 is also connected to a telephone other than the telephone 1.

  The ACD exchange 5 is an exchange that establishes a telephone line between the customer's telephone 1 and the operator terminal 10. In addition, the ACD switch 5 transmits confirmation request information to the operator terminal 10 and acquires business status information from the operator terminal 10. The ACD switch 5 transmits the work status information to the break management device 100.

  Here, the business status information indicates the status of the business of the operator, and includes any information among the acceptable status, the work status, and the customer service status. The acceptable state is a state in which a call from a customer can be handled. The work state is a state in which a predetermined process is executed after dealing with a customer. The customer response state is a state in which a customer call is being handled. The ACD switch 5 allocates the call from the customer's telephone 1 to the operator terminal 10 in the accepting state.

  The operator terminal 10 is a terminal device used by an operator who handles telephone calls to customers. For example, when the operator terminal 10 receives a call allocated by the ACD exchange 5 and the operator performs a predetermined operation, a telephone line with the telephone 1 is established.

  When the operator terminal 10 receives the confirmation information from the ACD exchange 5, the operator terminal 10 generates business status information and transmits the business status information to the ACD exchange 5. For example, while the line with the telephone 1 is established, the operator terminal 10 stores information indicating that it is in a customer service state in the business status information. The operator terminal 10 stores the fact that it is in the work state in the work state information until the line establishment with the telephone 1 is completed and a predetermined operation is received from the operator. The operator terminal 10 stores information indicating that it is in a receivable state in the business state information in cases other than the customer correspondence state and the work state. The operator terminal 10 stores the identification number for uniquely identifying the operator and the name of the operator in the business status information, and transmits the business status information to the ADC switch 5.

  The center manager terminal 70 is a terminal device that is used when the manager accesses various tables stored in the break management device 100 and performs confirmation, correction, and the like. The description regarding the various tables which the break management apparatus 100 memorize | stores is mentioned later.

  The break management device 100 is a device that manages the break time of the operator of the operator terminal 10. FIG. 2 is a functional block diagram illustrating the configuration of the break management apparatus according to the first embodiment. As illustrated in FIG. 2, the break management apparatus 100 includes a communication unit 110, an input unit 120, a display unit 130, a storage unit 140, and a control unit 150.

  The communication unit 110 is a processing unit that performs data communication with the ACD exchange 5, the operator terminal 10, and the center manager terminal 70. For example, the communication unit 110 corresponds to a communication device that performs communication using a predetermined communication protocol. A control unit 150 (described later) uses the communication unit 110 to exchange data with the ACD switch 5, the operator terminal 10, and the center manager terminal 70.

  The input unit 120 is an input device for inputting various types of information. For example, the input unit 120 corresponds to a keyboard, a mouse, a touch panel, or the like. The display unit 130 is a display device that displays various types of information output from the control unit 150. For example, the display unit 130 corresponds to a display or a touch panel.

  The storage unit 140 is a storage device that stores an operator management table 141, a break pattern table 142, a break management table 143, and a number of people management table 144. The storage unit 140 corresponds to a semiconductor memory device such as a random access memory (RAM), a read only memory (ROM), or a flash memory, or a storage device such as a hard disk or an optical disk.

  The operator management table 141 is a table for managing the business status of the operator. FIG. 3 is a diagram illustrating an example of the data structure of the operator management table according to the first embodiment. As shown in FIG. 3, the operator management table 141 has attributes of identification number, name, business status, and correspondence end flag.

  Here, the identification number is information for uniquely identifying the operator. Further, it is assumed that the operator terminal 10 can be uniquely identified by the operator identification number. The name indicates the name of the operator. The business status indicates the business status of the operator. As described above, the business status is any of the acceptable status, the work status, and the customer service status.

  The correspondence end flag is information indicating whether or not the correspondence with the customer is ongoing. When the response end flag is “ON”, it indicates that the customer response is ended. When the response end flag is “off”, it indicates that the customer's response is ongoing. The response end flag is set to “off” when the business status is the customer response status. The response end flag is set to “ON” when the operator performs a predetermined operation when the business status shifts from the customer response status to the work status.

  The break pattern table 142 is a table that holds various break patterns. FIG. 4 is a diagram illustrating an example of the data structure of the break pattern table according to the first embodiment. As shown in FIG. 4, the break pattern table 142 has attributes of a break pattern number, a break time, and a lunch break time.

  The break pattern number is information for uniquely identifying a break pattern. The break time is information indicating a time zone of the break time. The lunch break time is information indicating a time zone of the break time in the daytime. For example, in the break pattern with the break pattern number “P1”, the break time is “10:00 to 10:20” and the lunch break time is “12:00 to 13:00”.

  The break management table 143 is a table for managing an operator's break pattern and the like. FIG. 5 is a diagram illustrating an example of the data structure of the break management table according to the first embodiment. As shown in FIG. 5, this break management table 143 has attributes of identification number, name, attendance time zone, break pattern number, skill flag, and break change flag. The description regarding the identification number and name is the same as the information regarding the identification number and name described in the operator management table 141.

  The attendance time zone indicates a time zone in which the operator attends work. The break pattern number is information for uniquely identifying the break pattern, and corresponds to the break pattern number shown in FIG.

  The skill flag is information that uniquely identifies the skill level of the operator. For example, the skill “A” has the highest level, and the skill level decreases in the order of skills “B” and “C”. For example, the higher the skill level, the higher the quality of telephone correspondence.

  The break change flag is information for identifying whether or not there is an intention to change the break. For example, there are eight types of flags a, b, c, d, e, f, g, and h in the break change flag. Hereinafter, the flags a to h will be described in order.

  The flag “a” is a flag indicating that it is not desired to change the break time. The flag “b” is a flag indicating that it is desired to change the break time if it is ahead of schedule. The flag “c” is a flag indicating that it is desired to change the break time if the time is later than the schedule. The flag “d” is a flag indicating that it is desired to change the break time regardless of the schedule.

  The flag “e” is a flag indicating that the break time is desired to be changed between 9 o'clock and 12 o'clock. The flag “f” is a flag indicating that the break time is desired to be changed between 13:00 and 18:00. The flag “g” is a flag indicating that the break time is desired to be changed between 18:00 and 21:00. The flag “h” is a flag indicating that it is desired to change the break time regardless of the time zone.

  A plurality of break change flags can be set for a single operator. For example, the operator with the identification number “10001” in FIG. 5 has the break change flag “d + e”. “D + e” indicates that both the flag “d” and the flag “e” are set. For this reason, the operator “Taro Fujitsu” indicates that he / she wishes to change the break time, regardless of the current break time, if it is between 9:00 and 12:00.

  The number of people management table 144 is a table for managing a threshold of the number of operators required for responding to calls in each time zone. FIG. 6 is a diagram illustrating an example of the data structure of the number management table according to the first embodiment. As shown in FIG. 6, the number management table 144 has attributes of time zone, threshold number of persons, and number of operators. Of these, the threshold number corresponds to the minimum number of operators required in the corresponding time zone. The number of operators indicates the number of operators currently allocated in the corresponding time zone.

  For example, in the time zone “9:00 to 9:10”, the threshold number of people is “15 people” and the number of operators is “18 people”. For this reason, in the time zone “9:00 to 9:10”, there is a surplus in the number of three operators.

  The control unit 150 includes a management unit 151, an operator detection unit 152, and a break time management unit 153. The control unit 150 corresponds to an integrated device such as an application specific integrated circuit (ASIC) or a field programmable gate array (FPGA). Moreover, the control part 150 respond | corresponds to electronic circuits, such as CPU and MPU (Micro Processing Unit), for example.

  The management unit 151 is a processing unit that manages the operator management table 141, the break pattern table 142, the break management table 143, and the number of people management table 144. Hereinafter, various processes executed by the management unit 151 will be described.

  When receiving an access request from the center manager terminal 70, the management unit 151 notifies the information of each table 141 to 144. Further, the information in each table 141 to 144 is updated according to an update instruction from the center manager terminal 70.

  In addition, when the business unit 151 acquires business state information from the ACD switch 5, the management unit 151 updates the operator management table 141 based on the business state information. In addition, the management unit 151 controls on / off of the correspondence end flag in the operator management table 141.

  An example of on / off control of the corresponding end flag executed by the management unit 151 will be described. The management unit 151 sets the response end flag to “off” when the business status is the customer response status. Then, when the business state shifts from the customer correspondence state to the work state, the management unit 151 transmits the correspondence end confirmation information to the corresponding operator terminal 10 and completes the correspondence based on the response result from the operator terminal 10. Set the flag to “on”.

  When the management unit 151 receives a response indicating that the response has been completed from the operator terminal 10, the management unit 151 sets the response end flag to “ON”. On the other hand, when a response indicating that the response has not been completed is received, the response end flag remains “OFF”.

  Here, when the management unit 151 transmits the response end confirmation information to the operator terminal 10, the operator terminal 10 displays a response end confirmation screen. FIG. 7 is a diagram illustrating an example of a correspondence end confirmation screen. As illustrated in FIG. 7, the response end confirmation screen 11 includes buttons 11 a to 11 c. The operator operates the mouse or the like and presses the buttons 11a to 11c, thereby responding whether or not the correspondence has been completed. For example, when the button 11a is pressed, the operator terminal 10 notifies the management unit 151 of information indicating that the response has been completed. On the other hand, when the buttons 11b and 11c are pressed, the operator terminal 10 notifies the management unit 151 of information indicating that the correspondence has not ended.

  By the way, the management unit 151 transmits change confirmation information to the operator terminal 10 as to whether or not the break time is desired to be changed when the break time is changed. The management unit 151 updates the break change flag in the break management table 143 based on the response result from the operator terminal 10.

  When the management unit 151 transmits the change confirmation information to the operator terminal 10, the operator terminal 10 displays a change confirmation screen. FIG. 8 is a diagram illustrating an example of the change confirmation screen. As shown in FIG. 8, the change confirmation screen 12 includes buttons 12 a to 12 h and an application button 13 in particular. The operator operates the mouse or the like, presses the buttons 12a to 12h, and presses the application button 13, thereby responding to the management unit 151.

  When the button 12a is pressed, the management unit 151 sets the break change flag to “a”. When the button 12b is pressed, the management unit 151 sets the break flag to “b”. When the button 12c is pressed, the management unit 151 sets the break flag to “c”. When the button 12d is pressed, the management unit 151 sets the break flag to “d”. When the button 12e is pressed, the management unit 151 sets the break flag to “e”. When the button 12f is pressed, the management unit 151 sets the break flag to “f”. When the button 12g is pressed, the management unit 151 sets the break flag to “g”. When the button 12h is pressed, the management unit 151 sets the break flag to “h”.

  The operator can also select a plurality of items on the change confirmation screen 12 at the same time. For example, when the operator depresses the buttons 12d and 12e and depresses the application button 13, the management unit 151 sets the break change flag of the corresponding operator to “d + e”.

  The operator detection unit 152 is a processing unit that detects an operator having a break time after a predetermined time, based on the operator management table 141, the break pattern table 142, the break management table 143, and a timer (not shown), and gives a break instruction. is there. The operator detection unit 152 detects an operator who cannot take a break at a preset break time, and outputs information on the operator who cannot take a break to the break time management unit 153.

  The processing of the operator detection unit 152 will be specifically described. The operator detection unit 152 compares the break pattern table 142 and the break management table 143, and extracts the operator identification number n minutes before the break time. Here, n is an arbitrary integer and can be appropriately set by the administrator. For convenience of explanation, the operator extracted by the operator detection unit 152 is denoted as operator A.

  Based on the identification number of the operator A and the operator management table 141, the operator detection unit 152 determines whether the operator A is in a receivable state or is in a work state and the response end flag is “ON”. The operator A determines that “rest is possible”. On the other hand, the operator detection unit 152 determines that the operator A is “unbreakable” when the response end flag of the operator A is “off”. When the response end flag is “off”, for example, the operator A indicates that the customer is responding even in the work state.

  A case where the operator detection unit 152 determines that “rest is possible” will be described. The operator detection unit 152 transmits information to the operator A's operator terminal 10 to instruct to obtain a break with the break pattern reported in advance.

  A case where the operator detection unit 152 determines that “rest is not possible” will be described. The operator detection unit 152 outputs the identification number of the operator A to the break time management unit 153.

  The break time management unit 153 is a processing unit that detects an operator who can exchange the break time with the break time of the operator A when the operator A cannot take a break at a preset break time, and changes the break time. Hereinafter, an example of processing of the break time management unit 153 will be described.

  The break time management unit 153 selects an operator B having the same skill as the operator A based on the identification information of the operator A, the break pattern table 142, and the break management table 143. Then, the break time management unit 153 sets the break time of the operator B as the break time of the operator A when the following conditions 1 and 2 are satisfied.

  Condition 1 will be described. Condition 1 is a condition that when the break time of operator B is set to the break time of operator A, the break time of operator B satisfies the condition of the break change flag. For example, if operator B recognizes a change in the break time from 9 o'clock to 12 o'clock by the break change flag of operator B, and the break time after change is included from 9 o'clock to 12 o'clock, condition 1 Will be satisfied.

  Condition 2 will be described. Condition 2 is a condition that when the break time of operator B is changed to the break time of operator A, the time interval between the break time after the change and the lunch break time of operator B is equal to or greater than the break interval threshold. is there. The break time threshold is set to 1 hour, for example.

  When the break time management unit 153 detects an operator B that satisfies the conditions 1 and 2, the break time management unit 153 performs the following processing. The break time management unit 153 refers to the break management table 143 and sets the break pattern number of the operator B to the break pattern number of the operator A. And the break time management part 153 transmits the change information to the effect that it changed to the break time of the operator A to the operator terminal 10 of the operator B, and displays the change information screen. FIG. 9 is a diagram illustrating an example of the change information screen.

  The break time management unit 153 sets the break time for the operator A after changing the break time for the operator B. The break time management unit 153 refers to the respective tables 141 to 144, and is away from the break time threshold of the operator A by a break time threshold or more, and even if the operator A has a break, the number of operators is equal to or more than the threshold number of people. Is detected. The break time management unit 153 sets one of the detected time zones as a new break time for the operator A.

  For example, in the number management table of FIG. 6, it is assumed that the time zone “10:20 to 10:30” is more than the break time threshold than the operator A's lunch break time. In addition, since the number of operators is larger than the threshold number of people in the time zone “10:20 to 10:30”, even if the operator A takes a break in the time zone where the operator A takes, the number of operators is equal to or more than the threshold number. Therefore, for example, the break time management unit 153 sets “10:20 to 10:30” as a new break time for the operator A. The break time management unit 153 transmits the changed break time information to the operator terminal 10 of the operator A.

  For example, the break time management unit 153 may set the break time after the change in association with the identification number of the operator A in the break management table 143. In FIG. 5, illustration is omitted.

  Next, a processing procedure of the break management apparatus 100 according to the first embodiment will be described. FIG. 10 is a flowchart illustrating the processing procedure of the break management apparatus according to the first embodiment. For example, the break management device 100 executes the process shown in FIG. 10 at predetermined time intervals.

  As illustrated in FIG. 10, the break management device 100 determines whether it is n minutes before the break pattern of the operator A (step S101). Here, as an example, the rest pattern of the operator A is P1. When it is not n minutes ago (step S101, No), the break management apparatus 100 moves to step S101 again.

  When the break management device 100 is n minutes before the break pattern of the operator A (step S101, Yes), the break management device 100 determines whether or not the operator A is in a customer correspondence state (step S102). When the operator A is in a customer service state (Yes at Step S102), the break management device 100 proceeds to Step S101 again.

  On the other hand, when the operator A is not in the customer correspondence state (No at Step S102), the break management apparatus 100 determines whether the operator A is in an acceptable state (Step S103). When the operator A is in an acceptable state (step S103, Yes), the break management device 100 instructs the operator A to acquire a break with a planned break pattern (step S104).

  On the other hand, when the operator A is not in an acceptable state (No at Step S103), the break management apparatus 100 determines whether the operator A is in the work state and the response end flag is turned on ( Step S105).

  When the operator A is in a work state and the response end flag is on (step S105, Yes), the break management apparatus 100 proceeds to step S104. On the other hand, when the operator A is not in the work state or the response end flag is turned off (No at Step S105), the break management apparatus 100 proceeds to Step S106.

  The break management apparatus 100 detects the operator B who has the same “skill flag” as the operator A, has a time until the lunch break time equal to or greater than the “break interval threshold”, and has already been notified that “break change is possible” (step S106). . In step S106, it is assumed that the operator B has the same skill as the operator A and satisfies the conditions 1 and 2 as described above.

  The break management device 100 instructs the operator B to acquire a break with the break pattern P1 (step S107).

  The break management device 100 detects a break time that is more than the break interval threshold from the operator A's lunch break time, and the number of operators is equal to or greater than the threshold number of persons even if the operator A takes a break (step S108). The break management device 100 notifies the operator A of the detected break time (step S109).

  Next, the effect of the break management apparatus 100 according to the first embodiment will be described. When the break management device 100 detects an operator A that cannot take a break with a preset break pattern, the break management device 100 selects an operator B that can take a break during the break time of the operator A, and sets the break time of the operator B. Then, the break management device 100 refers to each of the tables 141 to 144, and is away from the break interval threshold value of the operator A by the break interval threshold, and even if the operator A breaks, the number of operators is equal to or greater than the threshold number of people. The band is detected and set to the rest time of the operator A. For this reason, according to the break management device 100, it is possible to ensure both the number of operators corresponding to the number of calls received and to allow the operator to take a break.

  Further, in the first embodiment, since the skills of the operator A and the operator B are the same, it is possible to maintain the corresponding quality of the entire counter. Further, even when the break times are exchanged, the break time and the lunch break time are free for a certain time, so that the break time can be taken at an appropriate time interval. Moreover, since the break management apparatus 100 exchanges a break time based on the break change flag which the operator declared in advance, it is possible to prevent the break time from being changed against the operator's intention.

  Next, the configuration of the system according to the second embodiment will be described. FIG. 11 is a diagram illustrating the configuration of the system according to the second embodiment. As shown in FIG. 11, this system includes a telephone set 1, an ACD switch 5, an operator terminal 10, a center manager terminal 70, and a break management device 200. The operator terminal 10, the ACD switch 5, the center manager terminal 70, and the break management device 200 are connected to each other via the network 50. The ACD switch 5 is connected to the telephone 1.

  Among these, the explanation about the ACD exchange 5, the operator terminal 10, and the center manager terminal 70 is the same as the explanation about the ACD exchange 5, the operator terminal 10, and the center manager terminal 70 shown in the first embodiment.

  The break management device 200 is a device that manages the break time of the operator of the operator terminal 10. FIG. 12 is a functional block diagram illustrating the configuration of the break management apparatus according to the second embodiment. As illustrated in FIG. 12, the break management apparatus 200 includes a communication unit 210, an input unit 220, a display unit 230, a storage unit 240, and a control unit 250.

  Among these, the description regarding the communication unit 210, the input unit 220, and the display unit 230 is the same as the description regarding the communication unit 110, the input unit 120, and the display unit 130 described in the first embodiment.

  The storage unit 240 is a storage device that stores an operator management table 241, a break pattern table 242, and a break management table 243. The storage unit 240 corresponds to a semiconductor memory device such as a RAM, a ROM, or a flash memory, or a storage device such as a hard disk or an optical disk.

  The operator management table 241 is a table for managing the business status of the operator. The data structure of the operator management table 241 is the same as the data structure of the operator management table 141 shown in FIG.

  The break pattern table 242 is a table that holds various break patterns. The data structure of the break pattern table 242 is the same as the data structure of the break pattern table 141 shown in FIG.

  The break management table 243 is a table for managing an operator's break pattern and the like. The data structure of the break management table 243 is the same as the data structure of the break management table 143 shown in FIG.

  The control unit 250 includes a management unit 251, an operator detection unit 252, and a break time management unit 253. The control unit 250 corresponds to, for example, an integrated device such as an ASIC or FPGA. Moreover, the control part 250 respond | corresponds to electronic circuits, such as CPU and MPU, for example.

  The management unit 251 is a processing unit that manages the operator management table 241, the break pattern table 242, and the break management table 243. Hereinafter, various processes executed by the management unit 251 will be described.

  When the management unit 251 receives an access request from the center manager terminal 70, the management unit 251 notifies the information of each table 241 to 243. Further, the information in each of the tables 241 to 243 is updated according to an update instruction from the center manager terminal 70.

  The management unit 251 updates the operator management table 241 based on the business status information when the business status information is acquired from the ACD exchange 5. Further, the management unit 251 controls on / off of the correspondence end flag in the operator management table 241.

  The description of the on / off control of the corresponding end flag executed by the management unit 251 is the same as that of the management unit 151 of the first embodiment. In addition, the management unit 251 transmits change confirmation information to the operator terminal 10 in the same manner as the management unit 151, and sets a break change flag according to the response result.

  The operator detection unit 252 is a processing unit that detects an operator having a break time after a predetermined time based on the operator management table 241, the break pattern table 242, the break management table 243, and a timer (not shown), and issues a break instruction. is there. In addition, the operator detection unit 252 detects an operator who cannot take a break at a preset break time, and outputs information on the operator who cannot take a break to the break time management unit 253.

  The process in which the operator detection unit 252 determines that “rest is possible” is the same as the operator detection unit 152 of the first embodiment. For example, when the operator A can take a break, the operator detection unit 252 transmits information to the operator terminal 10 of the operator A to instruct to obtain a break with the break pattern reported in advance.

  The process in which the operator detection unit 252 determines that “rest is not possible” is the same as that of the operator detection unit 152 of the first embodiment. For example, when the operator A cannot rest, the operator detection unit 252 outputs the identification number of the operator A to the break time management unit 253.

  The break time management unit 253 is a processing unit that detects the operator who can change the break time and the break time of the operator A and changes the break time when the operator A cannot take a break at a preset break time. In particular, the break time management unit 253 according to the second embodiment displays information indicating that a break change is being recruited on the operator terminal 10 of the changeable operator B. Then, when the break time change is approved by the operator B, the break time management unit 253 changes the break time of the operator B to the break time of the operator A. Hereinafter, an example of processing of the break time management unit 253 will be described.

  The break time management unit 253 selects an operator B having the same skill as the operator A based on the identification information of the operator A, the break pattern table 242, and the break management table 243. Then, when the conditions 1 and 2 are satisfied, the break time management unit 253 transmits to the operator terminal 10 of the operator B the break recruitment information indicating that the break change is being recruited. Conditions 1 and 2 are the same as Conditions 1 and 2 described in the first embodiment.

  When the break time management unit 253 transmits break recruitment information to the operator terminal 10, the operator terminal 10 displays a break recruitment screen. FIG. 13 is a diagram illustrating an example of a break recruitment screen. As shown in FIG. 13, the break recruiting screen 14 has a button 14a for accepting the change and a button 14b for which the change is not desired. When the operator B operates the input device and approves the change, the operator B presses the button 14a. When the operator B does not desire to change, the operator B presses the button 14b.

  The processing of the break time management unit 253 when the button 14a for accepting the change is pressed will be described. The break time management unit 253 receives information indicating that the button 14a has been pressed from the operator terminal 10 and changes the break pattern of the operator B to the break pattern of the operator A. The break time management unit 253 transmits the changed break pattern information to the operator terminal 10 of the operator B, and displays the changed break pattern.

  In addition, the break time management unit 253 changes the break pattern of the operator A to another break pattern. For example, the break time management unit 253 may search for a break pattern that becomes a break time after the break time of the current operator A, and use the break pattern as the break pattern of the operator A. The break time management unit 253 transmits the changed break pattern information to the operator terminal 10 of the operator A, and displays the changed break pattern.

  Processing of the break time management unit 253 when the button 14b that does not desire to be changed is pressed will be described. When the information indicating that the button 14b is pressed is received from the operator terminal 10, the break time management unit 253 selects another operator B again and executes the above process again.

  Next, a processing procedure of the break management apparatus 200 according to the second embodiment will be described. FIG. 14 is a flowchart illustrating the processing procedure of the break management apparatus according to the second embodiment. For example, the break management device 200 executes the process shown in FIG. 14 at predetermined time intervals.

  As illustrated in FIG. 14, the break management device 200 determines whether it is n minutes before the break pattern of the operator A (step S201). Here, as an example, the rest pattern of the operator A is P1. When it is not n minutes ago (step S201, No), the break management device 200 proceeds to step S201 again.

  When the break management device 200 is n minutes before the break pattern of the operator A (step S201, Yes), the break management apparatus 200 determines whether or not the operator A is in a customer correspondence state (step S202). When the operator A is in a customer-facing state (step S202, Yes), the break management apparatus 200 proceeds to step S201 again.

  On the other hand, when the operator A is not in the customer correspondence state (No at Step S202), the break management apparatus 200 determines whether the operator A is in an acceptable state (Step S203). When the operator A is in an acceptable state (step S203, Yes), the break management device 200 instructs the operator A to acquire a break with a planned break pattern (step S204).

  On the other hand, when the operator A is not in an acceptable state (step S203, No), the break management apparatus 200 determines whether the operator A is in the work state and the response end flag is turned on ( Step S205).

  When the operator A is in a work state and the response end flag is on (step S205, Yes), the break management apparatus 200 proceeds to step S204. On the other hand, when the operator A is not in the work state or the response end flag is turned off (No at Step S205), the break management apparatus 200 proceeds to Step S206.

  The break management apparatus 200 detects the operator B who has the same “skill flag” as the operator A, has a time until the lunch break time equal to or greater than the “break interval threshold”, and has already been notified that “break change is possible” (step S206). . In step S206, it is assumed that the operator B has the same skill as the operator A and satisfies the conditions 1 and 2 as described above.

  The break management apparatus 200 causes the operator B to display a screen indicating that a break change in the break pattern P1 is being recruited (step S207). The break management device 200 determines whether or not the operator B “presses the change approval button” within the specified time (step S208).

  When the operator B does not press the change approval button within the specified time (step S208, No), the break management device 200 proceeds to step S206 again. On the other hand, when the operator B presses the change approval button within the specified time (step S208, Yes), the break management apparatus 200 proceeds to step S209.

  The break management device 200 changes the break pattern of the operator B who has “acknowledged the change” to P1 (step S209). The break management apparatus 200 instructs the operator B to acquire a break with the break pattern P1 (step S210), and notifies the operator A that the break time after the break pattern P1 has come (step S211).

  Next, the effect of the break management apparatus 200 according to the second embodiment will be described. The break management apparatus 200 causes the operator terminal 10 of the changeable operator B to display information indicating that a break change is being recruited. Then, when the break time change is approved by the operator B, the break time management unit 253 changes the break time of the operator B to the break time of the operator A. For this reason, even when the idea regarding the break time of the operator B is different from the information of the break change flag reported in advance, the break time can be changed with respect to the will of the operator B.

  Although the embodiments of the present invention have been described so far, the present invention may be implemented in various different forms other than the first and second embodiments described above.

  For example, the break time management unit 253 according to the second embodiment transmits the break solicitation information indicating that the break change is being recruited to the operator terminal 10 of the operator B, and when the button for accepting the change is pressed, Although the rest time of B was changed to the rest time of the operator A, it is not limited to this. For example, the break time management unit 253 may change the break time of the operator B to the break time of the operator A by skipping the process of transmitting break recruitment information to the operator terminal 10 of the operator B. When the break time management unit 253 executes such processing, the processing efficiency can be improved.

  The break time management units 153 and 253 may select an operator B having the same lunch break time as the operator A's lunch break time. In this way, operators having the same lunch break time often have similar break times, so each operator can change the break time smoothly without the time zone of the break time being changed extremely. Can accept.

  By the way, among the processes described in the present embodiment, all or a part of the processes described as being automatically performed can be manually performed, or the processes described as being performed manually can be performed. All or a part can be automatically performed by a known method. In addition, the processing procedure, control procedure, specific name, and information including various data and parameters shown in the above-described document and drawings can be arbitrarily changed unless otherwise specified.

  Each component of the break management devices 100 and 200 shown in the embodiments is functionally conceptual and does not necessarily need to be physically configured as illustrated. In other words, the specific form of distribution / integration of each device is not limited to that shown in the figure, and all or a part thereof may be functionally or physically distributed or arbitrarily distributed in arbitrary units according to various loads or usage conditions. Can be integrated and configured. For example, the function of the ACD switch 5 and the functions of the break management devices 100 and 200 may be integrated.

  Furthermore, each processing function performed by each device may be realized by a CPU and a program that is analyzed and executed by the CPU, or may be realized as hardware by wired logic.

1 Telephone 5 ACD switch 10a, 10b, 10c Operator terminal 70 Center manager terminal 100, 200 Break management device

Claims (8)

A break management table in which a break pattern for specifying a break time and an operator taking a break according to the break pattern are associated with each other, an operator management table for managing a business state indicating whether the operator is dealing with a customer, and each time A storage unit for storing a number management table for managing a threshold value of a required number of operators for handling calls in
Based on the break management table and the operator management table, an operator detection unit that detects a first operator who is in customer service during a break time;
The second operator who does not become a customer at the break time is selected, the break time of the second operator is changed to the break time of the first operator, and the first operator is based on the number management table. A break time management device, comprising: a break time management unit that sets a break time that does not fall below the threshold of the required number of people even when a break is taken as the break time of the first operator. The break management table further stores skills for each operator,
The break time management apparatus according to claim 1, wherein the break time management unit selects a second operator having the same skill as the first operator based on the break management table. The break management table associates the break time of the first break and the break time of the second break with the operator,
The break time management device according to claim 1 or 2, wherein the break time management unit selects a second operator having the same break time as the second break of the first operator.   The break management table further stores the changed time desired when the operator changes the break time, and the break time management unit sets the first time based on the changed time desired by the operator. The break time management device according to claim 1, 2, or 3, wherein a second operator to be changed is selected from the break time of the operator.   The break time management unit displays information on recruiting operators to change the break time in the break time of the first operator on the second operator, and allows the second operator to change the break time. The break time management device according to claim 1, wherein when information is acquired, the break time of the second operator is changed to the break time of the first operator. The break time management unit selects a second operator whose interval between a break time of the first break of the first operator and a break time of the second break of the second operator is a predetermined time or more. The break time management apparatus as described in any one of Claims 1-5 . A break time management method executed by a computer,
Based on a break management table that associates a break pattern that specifies a break time and an operator that takes a break according to the break pattern, and an operator management table that manages a business state indicating whether the operator is dealing with a customer, Detect the first operator who is working with customers during the break,
Selecting a second operator who is not in customer service at the break time, and changing the break time of the second operator to the break time of the first operator;
Based on the number management table for managing the threshold of the required number of operators for responding to calls at each time, a break time that does not fall below the threshold for the required number of persons even if the first operator takes a break A break time management method characterized by executing each processing set to the break time of an operator. On the computer,
Based on a break management table that associates a break pattern that specifies a break time and an operator that takes a break according to the break pattern, and an operator management table that manages a business state indicating whether the operator is dealing with a customer, Detect the first operator who is working with customers during the break,
Selecting a second operator who is not in customer service at the break time, and changing the break time of the second operator to the break time of the first operator;
Based on the number management table for managing the threshold of the required number of operators for responding to calls at each time, a break time that does not fall below the threshold for the required number of persons even if the first operator takes a break A break time management program characterized by causing each process to be set to the break time of the operator.

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