JP7487486B2 - Processing device, processing method, and processing program - Google Patents

Description

The present invention relates to a processing device, a processing method, and a processing program.

In contact centers, after dealing with a customer, an operator's status may be changed to work time in order to handle post-processing. Work time refers to the processing that is carried out after the call between the customer and the operator (including chat and other interactions) has ended, which is necessary to complete the call with the customer, such as inputting the response history related to the call and creating forms. Work time is also called post-processing. Details of post-processing are disclosed in, for example, Non-Patent Document 1. In conventional contact centers, in order to prevent forgetting to cancel work time, a function of the application is set to automatically cancel work time after a certain period of time has passed.

Bright Pattern Contact Center Documentation, "Contact Center Administrator Guide", [online], [searched on January 22, 2020], Internet <URL: https://help.brightpattern.com/5.2:Contact-center-administrator-guide/GeneralSettings/ja>

However, the above method has the drawback that if post-processing takes too long, the work time will be canceled even if the work is still in progress. There is also a method in which a pop-up is displayed on the screen of the device used by the operator (one example is a PC (personal computer)) before the work time is automatically canceled, allowing the operator to double-check whether or not the work time has been canceled. However, this method requires the operator to interrupt post-processing once to process the pop-up, which is a hassle.

In view of the above, the present invention aims to improve the work efficiency of contact center operations.

In order to solve the above problem, the processing device of the present invention comprises a first processing unit that determines whether the operator is in a first state, which is a state of operation in post-processing, or a second state, which is a state other than the first state, based on first information related to the operator's operation in post-processing, and a second processing unit that, if the operator is in the second state, cancels the setting of first identification information indicating post-processing that is set as work identification information of the operator, and is characterized in that the first information is image information obtained by photographing a paper medium to be used in post-processing .

Furthermore, the processing method of the present invention is characterized in that the processing device executes a first step of determining whether the operator is in a first state, which is a state of operation in post-processing, or a second state, which is a state other than the first state, based on first information related to the operation of an operator in post-processing, and a second step of canceling the setting of first identification information indicating post-processing that is set as work identification information of the operator if the operator is in the second state , wherein the first information is image information obtained by photographing a paper medium to be used in post-processing .

In addition, the processing program of the present invention is a processing program for causing a computer serving as a processing device to function as a first processing unit that determines, based on first information related to the operation of an operator in post-processing, whether the operator is in a first state, which is a state in which the operator is operating in post-processing, or a second state, which is a state other than the first state, and a second processing unit that, if the operator is in the second state, cancels the setting of first identification information indicating post-processing that is set as work identification information of the operator, wherein the first information is image information obtained by photographing a paper medium to be used in post-processing .

The present invention can improve the work efficiency of contact center operations.

1 is a diagram illustrating an example of a functional configuration of a management system according to a first embodiment. 10 is a flowchart illustrating an example of post-processing of a contact center operation according to the first embodiment. 13 is a diagram illustrating an example of a functional configuration of a management system according to a second embodiment.

Hereinafter, an embodiment of the present invention will be described in detail with reference to the drawings as appropriate.
Each figure is merely a schematic illustration to the extent that the present invention can be fully understood. Therefore, the present invention is not limited to only the illustrated examples. In addition, in this embodiment, explanations of configurations that are not directly related to the present invention or well-known configurations may be omitted. In addition, in each figure, common components or similar components are given the same reference numerals, and duplicate explanations thereof will be omitted.
In addition, in this embodiment, the term "work time" may be used to mean a period for performing post-processing.

First Embodiment
[composition]
1, the management system 1A of this embodiment includes an external device 00, an operator PC 10, and a server 20. There are multiple external devices 00 and multiple operator PCs 10 for one server 20, but for convenience of illustration, only one is shown. The operator PC 10 is an example of a "processing device" in the claims.

(External device 00)
The external device 00 is a device connected to the operator PC 10 and is an input device used by an operator at a contact center. In this embodiment, the external device 00 is a mouse or a keyboard, and is a device for the operator to input predetermined information into a screen displayed by the operator PC 10. The predetermined information input by the external device 00 is an example of the "first information" in the claims.

(Operator PC 10)
The operator PC 10 is a PC used by an operator. The operator PC 10 is configured as a computer having a CPU (Central Processing unit), memory, a storage means (storage unit) such as a hard disk, and a network interface. This computer realizes various functions by the CPU executing a program loaded onto the memory. The above program is an example of a "processing program" in the claims.

The operator PC 10 includes an input/output interface 11 , an operating system 12 , a contact center application 13 , a database 14 , and a data communication unit 15 .
Here, in the present embodiment, the functions used for calls between the operator and the customer are omitted in the description of the operator PC 10. Examples of the functions used for calls between the operator and the customer include a chat function and a telephone function provided by the operator PC 10, and a telephone device provided in addition to the operator PC 10.
Here, the call between the operator and the customer includes an exchange (conversation) such as a chat.

The input/output interface 11 is the connection point with the external device 00.

The operating system 12 is system software that controls the operation (operation, management, and running) of the operator PC 10. The operating system 12 detects the presence or absence of input/output with the external device 00, the presence or absence of input/output with the server 20, and the operating status of the contact center application 13.

The contact center application 13 executes various processes related to contact center operations. The contact center application 13 can send to the server 20 a request to set work time after the operator finishes a call with a customer. The contact center application 13 can also send to the server 20 a request to cancel work time after post-processing is completed.

The information indicating various processes related to contact center operations is an example of "operator task identification information" in the claims. Also, post-processing is one of the various processes related to contact center operations, and is an example of "first identification information" in the claims.

The contact center application 13 can determine whether or not post-processing is complete based on input from the operator or input (processing) from the operator using the contact center application 13. The input from the operator is an input from the external device 00, such as, but not limited to, text input into a well-known form screen. Furthermore, the input from the operator using the contact center application 13 is an input executed in response to the input from the operator, such as, but not limited to, input of a call history. Thus, the input from the operator using the contact center application 13 can be reduced to the input from the operator. The contact center application 13 is an example of the "first processing unit" and "second processing unit" in the claims.

The database 14 stores the setting value used to cancel work time.

The data communication unit 15 is a communication device that performs data communication with the server 20.

(Server 20)
The server 20 provides contact center operation services. The server 20 can issue various commands related to the contact center operation to the operator PC 10. The server 20 is configured as a computer having a CPU, memory, a storage means (storage unit) such as a hard disk, and a network interface. Various functions of this computer are realized by the CPU executing programs loaded onto the memory.

The server 20 includes a contact center system 21 and a data communication unit 22 .
Here, in the server 20 of this embodiment, functions used for calls between an operator and a customer are omitted. Examples of functions used for calls between an operator and a customer include a connection function/call control function between an operator and a customer, an Automatic Call Distributor (ACD) function, an Interactive Voice Response (IVR) function, a search/registration function for customer information using a database, and a collection/analysis function for collecting/analyzing the operating status of an operator.
Here, the call between the operator and the customer includes an exchange (conversation) such as a chat.

The contact center system 21 controls various processes related to contact center operations. The contact center system 21 can set work time in response to a work time setting request from the contact center application 13. The contact center system 21 can cancel work time in response to a work time cancellation request from the contact center application 13.

As described above, the contact center system 21 sets and cancels work time in response to a request from the contact center application 13, but the contact center application 13 may also set and cancel work time.

The data communication unit 22 is a communication device that performs data communication with the operator PC 10.

[process]
Next, the post-processing of the contact center operation executed by the operator PC 10 will be described with reference to Fig. 2. The processing in Fig. 2 starts after the operator finishes a call with a customer. The call end may be determined, for example, by the operator putting the handset on-hook, or by the server 20 ending call control.
Here, the call between the operator and the customer includes an exchange (conversation) such as a chat.

First, the operator PC 10 uses the contact center application 13 to request the server 20 to set a work time (step S1). In the post-processing of FIG. 2, the server 20 responds to the request by setting a work time for the relevant operator and responding to the operator PC 10 that the work time has been set. As a result of the work time being set, the target operator will no longer receive calls from customers.

Next, the operator PC 10 executes an input confirmation process by the contact center application 13 (step S2). One example of the input confirmation process is a process in which the contact center application 13 confirms whether or not there has been an input from the external device 00 to the operating system 12 as an input from the operator. Another example of the input confirmation process is a process in which the contact center application 13 confirms whether or not there has been an input from the operator using the contact center application 13 in response to the input from the operator. The confirmation by the input confirmation process includes a confirmation that there is no input from the external device 00, and a confirmation that there is no input from the operator using the contact center application 13. The input confirmation process also includes a confirmation of the timing when the input from the external device 00 was last made, and a confirmation of the timing when the input from the operator using the contact center application 13 was last made. Note that in this embodiment, the contact center application 13 does not need to confirm the input contents, and does not confirm the input contents (however, the input contents may be confirmed).

Next, the operator PC 10 uses the contact center application 13 to determine whether or not the operator has cancelled work time as a result of the input confirmation process (step S2) (step S3). The work time cancellation operation is an operation that an operator voluntarily performs after completing all the tasks required for post-processing (e.g., creating forms) in order to receive new calls. If the work time cancellation operation has been performed (Yes in step S3), the process proceeds to step S5, which will be described later.

On the other hand, if there is no operation to cancel the work time (No in step S3), it is determined whether the time with no input has exceeded a set value (a value in units of time) stored in database 14 (step S4). "Time with no input" is the time during which no input is made by the operator from the time when there is no input from the operator until the current time, or the time during which no input is made by the operator using contact center application 13 from the time when there is no input from the operator using contact center application 13 until the current time.

If the time without input does not exceed the set value (No in step S4), this means that some input was made before the time set by the set value elapsed, and the operator PC 10 executes an input confirmation process for that input using the contact center application 13 (step S2). Note that the state of the operator when the time without input does not exceed the set value (No in step S4) is an example of the "first state in which the operator is operating in post-processing" in the claims.

On the other hand, if the time without input exceeds the set value (Yes in step S4), the operator PC 10 uses the contact center application 13 to request the server 20 to cancel the work time (step S5). This is intended to forcibly cancel the work time because the operator forgot to cancel the work time. Also, if the work time has been canceled (Yes in step S3), the operator PC 10 uses the contact center application 13 to request the server 20 to cancel the work time (step S5). In the post-processing of FIG. 2, it is assumed that the server 20 cancels the work time for the relevant operator in response to the request, and responds to the operator PC 10 that the work time has been canceled. With the work time now canceled, the target operator can receive calls from customers.

After step S5, the post-processing in FIG. 2 is terminated. Note that the state of the operator when the no-input time exceeds the set value (Yes in step S4) and the state of the operator who has performed the work time cancellation operation (Yes in step S3) are examples of the "second state in which the operator is in a state other than the first state" in the claims.

According to the first embodiment, the waste of work time caused by forgetting to cancel the work time is reduced, and the work efficiency of the contact center operation can be improved.
In addition, the time allocated to the work time is a value (hours) that corresponds to the actual work situation. Therefore, it is possible to improve the accuracy of analysis of the operator availability rate when using a known statistical tool. The statistical tool may be provided in the server 20 or the operator PC 10.
In addition, the conventional method of displaying a pop-up to reconfirm whether or not work time should be cancelled before it is automatically cancelled is no longer necessary. This means that operators no longer need to deal with pop-ups, reducing the burden on operators.

Second Embodiment
The second embodiment will be described with respect to the differences from the first embodiment, and the description of the commonalities will basically be omitted. In the first embodiment, the post-processing was described as text input to a form screen displayed on a PC. However, some contact centers use paper forms and do not input text from a PC. In this embodiment, the post-processing using paper forms will be described.

External device 00 is a camera (imaging device) and is a device for inputting captured images. External device 00 can, for example, capture images of forms (paper media) for post-processing, but the objects that can be captured are not limited to these. The images input by external device 00 are an example of the "first information" in the claims.

The operating system 12 can analyze images captured by the external device 00, which is a camera.

The contact center application 13 can treat the image input from the external device 00 as input from the operator, and determine whether or not post-processing has been completed based on the image input from the external device 00.

The database 14 stores the setting values used to cancel the work time. The database 14 can also store information indicating which of the images input from the external device 00 was used to cancel the work time.

[process]
The procedure for post-processing of contact center operations in the second embodiment is the same as that in the first embodiment (FIG. 2). In the post-processing, an operator fills in predetermined items on a paper form. The camera, which is the external device 00, photographs the form. For example, a predetermined identifier (e.g., QR code (registered trademark)) is drawn on the form, and if the external device 00 photographs the identifier, the operating system 12 can recognize the form by analyzing the image photographed by the external device 00.
In the following description, steps S1 and S3 in FIG. 2 are omitted because they are the same as those in the first embodiment.
In the following description, step S2 in FIG. 2, and steps S4 and S5 in FIG. 2 will be described briefly based on the contents of the first embodiment.

In the second embodiment, the input confirmation process (step S2 in FIG. 2) is specifically a process in which the contact center application 13 confirms whether an image captured by a camera, which is an external device 00, has been input to the operating system 12 as input from the operator. Note that in this embodiment, the contact center application 13 does not need to check the image content except for the predetermined identifier, and does not check the image content (however, the image content may be checked).

In the second embodiment, the "no input time" (step S4 in FIG. 2) is the time during which the state in which the document cannot be recognized continues from the time when the paper document cannot be recognized from the image captured by the camera, which is the external device 00, to the present time.

If the time without input does not exceed the set value (No in step S4 in FIG. 2), it means that the external device 00 was able to photograph the paper form before the set time elapsed, and the operator was filling out the form, and the operator PC 10 executes an input confirmation process for the input in question using the contact center application 13 (step S2 in FIG. 2).

On the other hand, if the time without input exceeds the set value (Yes in step S4 in FIG. 2), the operator PC 10 uses the contact center application 13 to request the server 20 to cancel the work time (step S5 in FIG. 2). In this case, the operator has completed filling out the form, submitted it to the designated location, and the external device 00 can no longer recognize the form, but has forgotten to cancel the work time, so the purpose is to forcibly cancel the work time.

According to the second embodiment, the same effects as the first embodiment can be achieved even when post-processing is performed using paper forms.

<Modification>
(a): In each embodiment, the setting values stored in the database 14 may be values set from the operator PC 10 or may be values set from the server 20 .

(b): The setting value stored in database 14 is the time set for the operator who has completed the specified input in post-processing, so it can be the same value for each operator, but it may also be a different value for each operator.

(c): When the work time is released (step S5 in FIG. 2), the operator becomes able to receive calls from customers. The operator may be able to confirm whether or not they are able to receive calls from the operator PC 10 themselves, or may be able to confirm whether or not they are able to receive calls via the server 20. The operator PC 10 may also display a countdown until the time when the work time is forcibly released. Displaying the countdown display on the operator PC 10 gives the operator some leeway before switching to a state where they are able to receive calls.

(d): In the second embodiment, the camera as the external device 00 may be separate from the operator PC 10, or may be mounted on the operator PC 10.

(e): In the second embodiment, the camera as the external device 00 may capture an image of the operator filling out the form, and recognize the operator's actions based on image analysis by the operating system 12. The contact center application 13 may count the time during which the operator is no longer recognizing the filling out of the form, and may use the time of no input (step S4 in FIG. 2) to determine whether to cancel the work time.

(f): In the second embodiment, the camera as the external device 00 may identify the operator, and upon recognizing that the operator has faded out of the camera's imaging range, the operator PC 10 (or the server 20) may control the operator's status to change to an absent state.

(g): In each embodiment, the work time is cancelled when the time without input exceeds the time indicated by the set value (Yes in step S4 in FIG. 2). However, for example, the work time may be cancelled when a condition other than the time has elapsed.

(h): The technologies discussed in each embodiment can be combined as appropriate.

1A, 1B Management system 00 External device 10 Operator PC
REFERENCE SIGNS LIST 11 I/O interface 12 Operating system 13 Contact center application 14 Database 15 Data communication unit 20 Server 21 Contact center system 22 Data communication unit

Claims (3)

a first processing unit that determines whether the operator is in a first state, which is a state of performing an operation in post-processing, or whether the operator is in a second state, which is a state other than the first state, based on first information related to an operation of an operator in post-processing;
a second processing unit that cancels first identification information indicating post-processing that is set as task identification information of the operator if the operator is in the second state,
The first information is image information obtained by photographing a paper medium to be used in post-processing.
A processing device comprising: The processing device,
a first step of determining whether the operator is in a first state, which is a state of performing an operation in post-processing, or whether the operator is in a second state, which is a state other than the first state, based on first information related to an operation of an operator in post-processing;
a second step of canceling the setting of first identification information indicating post-processing that is set as the task identification information of the operator if the operator is in the second state ;
The first information is image information obtained by photographing a paper medium to be used in post-processing.
A processing method comprising: A computer as a processing device
a first processing unit that determines, based on first information related to an operator's operation in post-processing, whether the operator is in a first state, which is a state of the operator performing an operation in post-processing, or whether the operator is in a second state, which is a state other than the first state;
a processing program for causing the second processing unit to function as a second processing unit that cancels a setting of first identification information indicating a post-processing set as the task identification information of the operator when the operator is in the second state ,
The first information is image information obtained by photographing a paper medium to be used for post-processing .

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