JP7587103B2 - Candidate selection system, candidate selection method and program - Google Patents

Description

The present invention relates to a candidate selection system, a candidate selection method, and a program.

Technologies for selecting a person in charge of repairing a device have been developed. For example, Patent Document 1 discloses an electronic device equipped with a person-selecting unit that calculates the planned work time required for each of multiple service personnel to perform maintenance work based on work schedule information received by a communication unit from each of multiple mobile terminals, compares the planned work times of each of the multiple service personnel, and selects a maintenance person from among the multiple service personnel.

JP 2017-076331 A

The conventional technology described above does not allow for the selection of candidates who can perform work on a given day.

The purpose of this disclosure is to select candidates who can perform the work on a given date.

The candidate selection system according to the first aspect of the present disclosure includes a first information acquisition unit that acquires first information indicating the symptoms of the equipment and the date on which the work will be performed, a second information acquisition unit that acquires second information indicating the schedules of a plurality of workers, and an output unit that selects candidates capable of performing the work from the plurality of workers based on the first information and the second information, and outputs third information indicating the selected candidates.

According to the first aspect of the present disclosure, it is possible to select candidates who can perform work on a specified date.

The candidate selection system according to the second aspect of the present disclosure further includes a fourth information acquisition unit that acquires fourth information indicating the work time for each symptom of the equipment, and the output unit selects the candidate who can perform the work based on the fourth information and outputs the third information indicating the selected candidate.

According to the second aspect of the present disclosure, it is possible to select candidates who can perform work based on the working time for each symptom of the equipment.

The candidate selection system according to the third aspect of the present disclosure further includes a fifth information acquisition unit that acquires fifth information indicating a pre-specified worker, and the output unit selects a candidate capable of performing the work based on the fifth information and outputs the third information indicating the selected candidate.

According to a third aspect of the present disclosure, candidates can be selected from a pre-specified group of workers.

The output unit of the candidate selection system according to the fourth aspect of the present disclosure selects a plurality of the candidates and outputs the third information indicating the selected candidates.

According to the fourth aspect of the present disclosure, multiple candidates can be selected.

The first information of the candidate selection system according to the fifth aspect of the present disclosure includes information indicating the location where the requested work will be performed, the second information includes information indicating the locations where the multiple workers are scheduled to be present on a date-by-date basis, and the output unit further outputs seventh information indicating the priority order of the multiple selected candidates based on the first information and the second information.

According to a fifth aspect of the present disclosure, information indicating the priority order of multiple candidates can be output based on the location where the work will be performed and the locations where multiple workers are scheduled to be present on the date on which the work will be performed.

The second information acquisition unit of the candidate selection system according to the sixth aspect of the present disclosure further acquires sixth information indicating a map including a travel route, and the output unit calculates a travel distance between a location included in the first information where the work is to be performed and a location included in the second information where the worker is scheduled to be present on the date where the work is to be performed based on the sixth information, and outputs the seventh information based on the calculated travel distance.

According to a sixth aspect of the present disclosure, information indicating the priority order of multiple candidates can be output based on the distance traveled by the worker on the date the work is performed.

The second information of the candidate selection system according to the seventh aspect of the present disclosure includes information indicating the locations and times where the multiple workers are scheduled to be, in association with each other, and the output unit outputs the seventh information based on the total travel distance between the location where the workers are scheduled to be before performing the work and the location where the work is performed, and the total travel distance between the location where the work is performed and the location where the workers are scheduled to be after performing the work.

According to a seventh aspect of the present disclosure, information indicating the priority order of multiple candidates can be output based on the travel distance between the location where the worker is scheduled to be before performing the work and the location where the work is performed, before and after performing the work on the date on which the work is performed.

The candidate selection system according to the eighth aspect of the present disclosure further includes an eighth information acquisition unit that acquires eighth information, which is information indicating the skills of the multiple workers for each symptom of the equipment and/or information indicating an evaluation of the workers, and the output unit outputs the seventh information based on the symptoms of the equipment indicated by the first information and the eighth information.

According to an eighth aspect of the present disclosure, information indicating the priority order of multiple candidates can be output based on information indicating the skills of the worker and/or information indicating the evaluation of the worker.

The first information of the candidate selection system according to the ninth aspect of the present disclosure includes information indicating the location where the requested work will be performed, and the second information includes information indicating the locations where the multiple workers are scheduled to be present for each date, and the output unit determines which of the priorities based on the location where the work will be performed and the locations where the multiple workers are scheduled to be present on the date where the work will be performed, or the priorities based on the symptoms of the equipment indicated by the first information and the eighth information, is to be prioritized based on a preset mode, and outputs seventh information indicating the determined priorities.

According to a ninth aspect of the present disclosure, information indicating the priority order of multiple candidates can be output based on a pre-set mode.

A candidate selection method according to a tenth aspect of the present disclosure includes a computer acquiring first information indicating the symptoms of the equipment and the date on which the work will be performed, acquiring second information indicating the schedules of a plurality of workers, selecting candidates capable of performing the work from among the plurality of workers based on the first information and the second information, and outputting third information indicating the selected candidates.

According to a tenth aspect of the present disclosure, it is possible to select candidates who can perform work on a specified date.

The program according to an eleventh aspect of the present disclosure causes a computer to execute the steps of acquiring first information indicating the symptoms of the equipment and the date on which the work will be performed, acquiring second information indicating the schedules of a plurality of workers, selecting candidates capable of performing the work from among the plurality of workers based on the first information and the second information, and outputting third information indicating the selected candidates.

According to an eleventh aspect of the present disclosure, it is possible to select candidates who can perform work on a specified date.

1 is a schematic diagram showing an overall service operation system including a candidate selection system. FIG. 2 is a diagram illustrating an example of a hardware configuration of a contact center terminal. FIG. 2 is a diagram illustrating an example of functions of a contact center terminal. FIG. 2 illustrates an example of a hardware configuration of a schedule management system. FIG. 2 is a diagram illustrating an example of functions of a schedule management system. FIG. 2 is a diagram illustrating an example of a hardware configuration of the candidate selection system. FIG. 2 is a diagram illustrating an example of functions of the candidate selection system. FIG. 11 is a diagram illustrating an example of setting master information. FIG. 11 illustrates an example of distribution master information. FIG. 11 is a diagram illustrating an example of work request information. FIG. 11 is a diagram illustrating an example of schedule information. FIG. 11 is a diagram illustrating an example of worker information. FIG. 11 is a diagram illustrating an example of task skill information. FIG. 11 is a diagram illustrating an example of work time information. FIG. 4 is a diagram showing an example of customer information. FIG. 11 is a diagram illustrating an example of work history information. 13 is a flowchart showing an example of an overall process. 13 is a flowchart illustrating an example of a designated worker determination process. 13 is a flowchart showing an example of a candidate selection process. 13 is a flowchart illustrating an example of an output process. FIG. 11 is a diagram illustrating an example of a method for determining a priority order. FIG. 13 is a diagram showing an example of a method for allocating candidates. FIG. 13 is a diagram illustrating an example of an output result. FIG. 11 is a diagram showing another example of an output result.

The following describes an embodiment of the present invention with reference to the drawings.

Figure 1 is a schematic diagram showing the entire service operations system, including the candidate selection system.

The service operations system 1 is a system that manages service operations such as equipment repairs at a company that sells equipment nationwide. The service operations system 1 includes a candidate selection system 10, a schedule management system 20, and a contact center terminal 30. The candidate selection system 10, the schedule management system 20, and the contact center terminal 30 are connected to each other so that they can communicate with each other via a public network 40.

In addition, the candidate selection system 10 and the schedule management system 20 are installed, for example, in the same data center and are connected to each other via a local area network 50. Therefore, when the candidate selection system 10 and the schedule management system 20 communicate with each other, they communicate via the local area network 50. However, the candidate selection system 10 and the schedule management system 20 may be installed in separate locations and may communicate with each other via a public network 40.

The candidate selection system 10 is a system that selects candidates to carry out work when a request is made to repair equipment at a company that sells equipment nationwide.

The contact center terminal 30 is installed in a contact center that accepts contact from customers by telephone, e-mail, website, etc., and is a terminal that inputs work request information (first information) indicating the details of a work request from a customer, such as repairing an appliance, in response to an operation by a receptionist. The contact center terminal 30 transmits the input work request information to the candidate selection system 10 via the public network 40. Specifically, the work request information (first information) is information indicating the symptoms of the appliance and the date on which the work will be performed. Examples of appliance symptoms include "not operating," "not cooling," "not heating," "water leaking," "making strange noises," "smelling strange," "the appliance stops immediately," "the appliance stops occasionally," "the breaker trips," and "the remote control cannot be operated."

The schedule management system 20 is a system that manages the schedules of service engineers (hereinafter referred to as SEs) who perform work such as repairing equipment. The schedule management system 20 receives registration, modification, deletion, etc. of schedule information from terminals (not shown) operated by the SEs, and stores the schedule information. The schedule information (second information) is information that shows the schedules of multiple SEs (workers), and includes, for example, information showing scheduled work such as repairing equipment, scheduled holidays, etc.

Figure 2 shows an example of the hardware configuration of a contact center terminal.

The contact center terminal 30 is a smartphone including a touch panel 301, a microphone 302, a speaker 303, an image sensor 304, a memory 305, a CPU (Central Processing Unit) 306, and a communication circuit 307, all of which are interconnected via a bus B.

The touch panel 301 is a device that has the function of accepting user operations and the function of displaying images. The microphone 302 is an acoustic device that inputs sound and converts the input sound into an electrical signal. The speaker 303 is a device that converts an electrical signal representing sound into sound and outputs it. The image sensor 304 is an element that converts an image into an electrical signal. The memory 305 is a main storage device that stores various types of data. The CPU 306 is an arithmetic processing device that executes processes to control various devices. The communication circuit 307 is a circuit that controls communication with other devices.

Note that the contact center terminal 30 is not limited to a smartphone, but may be, for example, a PC (Personal Computer), a mobile phone, a tablet terminal, a PDA (Personal Digital Assistant), etc.

Figure 3 shows an example of the functions of a contact center terminal.

The contact center terminal 30 includes a work request information input unit 31, a work request information output unit 32, a candidate information acquisition unit 33, and a candidate information display unit 34.

The work request information input unit 31 accepts the input of work request information by the reception staff.

The work request information output unit 32 outputs the input work request information to the candidate selection system 10.

The candidate information acquisition unit 33 acquires candidate information (third information) from the candidate selection system 10. The candidate information is information indicating the candidates selected by the candidate selection system 10.

The candidate information display unit 34 displays the candidate information. The receptionist coordinates the work schedule with the customer based on the displayed candidate information.

Figure 4 shows an example of the hardware configuration of a schedule management system.

The schedule management system 20 is a computer including an input device 201, an output device 202, a drive device 203, an auxiliary storage device 204, a memory device 205, a processor 206, and an interface device 207, all of which are interconnected via a bus B.

The input device 201 is a device for inputting various types of information and is realized, for example, by a keyboard or a pointing device. The output device 202 is for outputting various types of information and is realized, for example, by a display. The drive device 203 is a device for writing data to the recording medium 208 or reading data from the recording medium 208. The interface device 207 includes a LAN card, etc., and is used for connecting to a network.

The auxiliary storage device 204 realizes the storage unit of the schedule management system 20, and stores the programs installed in the schedule management system 20, as well as various files, data, etc. required by the schedule management system 20. The memory device 205 reads out and stores the programs from the auxiliary storage device 204 when the schedule management system 20 is started.

Figure 5 shows an example of the functions of a schedule management system.

The schedule management system 20 includes a memory unit 21, a schedule information input unit 22, and a schedule information output unit 23.

The memory unit 21 stores various information used in the operation of the schedule management system 20. Specifically, the memory unit 21 stores schedule information 118. The schedule information 118 is information that indicates the schedule of the SE.

The schedule information input unit 22 accepts registration, modification, deletion, etc. of schedule information 118 from a terminal (not shown) operated by the SE.

The schedule information output unit 23 searches for schedule information 118 from the memory unit 21 in response to a request from the contact center terminal 30 or the candidate selection system 10, and outputs the searched schedule information 118 to the contact center terminal 30 or the candidate selection system 10 that made the request.

Figure 6 shows an example of the hardware configuration of a candidate selection system.

The candidate selection system 10 is a computer including an input device 101, an output device 102, a drive device 103, an auxiliary storage device 104, a memory device 105, a processing unit 106, and an interface device 107, all of which are interconnected by a bus B.

The input device 101 is a device for inputting various types of information and is realized, for example, by a keyboard or a pointing device. The output device 102 is for outputting various types of information and is realized, for example, by a display. The drive device 103 is a device for writing data to the recording medium 108 or reading data from the recording medium 108. The interface device 107 includes a LAN card, etc., and is used for connecting to a network.

The information processing program is at least a part of the various programs that control the candidate selection system 10. The information processing program is provided, for example, by distribution of a recording medium 108 or by downloading from a network. The recording medium 108 on which the information processing program is recorded can be of various types, including recording media that record information optically, electrically or magnetically, such as CD-ROMs, flexible disks, and magneto-optical disks, and semiconductor memories that record information electrically, such as ROMs and flash memories.

When a recording medium 108 on which the information processing program is recorded is set in the drive device 103, the information processing program is installed from the recording medium 108 to the auxiliary storage device 104 via the drive device 103. An information processing program downloaded from the network is installed in the auxiliary storage device 104 via the interface device 107.

The auxiliary storage device 104 realizes each storage unit of the candidate selection system 10, and stores the information processing program installed in the candidate selection system 10, as well as various files, data, etc. required by the candidate selection system 10. The memory device 105 reads and stores the information processing program from the auxiliary storage device 104 when the candidate selection system 10 is started. The arithmetic processing device 106 then realizes various processes as described below in accordance with the information processing program stored in the memory device 105. In other words, the information processing program for realizing the various processes described below is an example of a program described in the claims.

Figure 7 shows an example of the functionality of a candidate selection system.

The candidate selection system 10 includes a memory unit 11, a work request information acquisition unit 12 (first information acquisition unit), a schedule information acquisition unit 13 (second information acquisition unit), a work skill information acquisition unit 14 (eighth information acquisition unit), a work time information acquisition unit 15 (fourth information acquisition unit), a worker identification information acquisition unit 16 (fifth information acquisition unit), and an output unit 17.

The memory unit 11 stores various information used in the operation of the candidate selection system 10. Specifically, the memory unit 11 stores setting information 111, worker information 112, work skill information 113 (eighth information), work time information 114 (fourth information), customer information 115, and work history information 116.

The work request information acquisition unit 12 acquires work request information (first information) indicating the symptoms of the device and the date on which the work will be performed. The work request information also includes information indicating the location where the requested work will be performed. The work request information acquisition unit 12 stores the acquired work request information in the memory unit 11.

The schedule information acquisition unit 13 acquires schedule information (second information) that indicates the schedules of multiple workers.

The work skill information acquisition unit 14 acquires information indicating the skills of multiple workers for each symptom of the equipment (hereinafter, work skill information) (8th information). Specifically, the work skill information acquisition unit 14 refers to the memory unit 11 to acquire the work skill information 113.

The work time information acquisition unit 15 acquires work time information (fourth information) indicating the work time for each symptom of the device. Specifically, the work time information acquisition unit 15 refers to the memory unit 11 to acquire the work time information 114.

The worker identification information acquisition unit 16 acquires worker identification information (fifth information) that indicates a worker that has been identified in advance.

The output unit 17 selects candidates capable of performing the work from among the multiple workers based on the work request information and schedule information, and outputs candidate information (third information) indicating the selected candidates. In setting the candidates, the output unit 17 selects candidates capable of performing the work based on the equipment symptoms, work time information, worker identification information, and the like, indicated in the work request information. Furthermore, the output unit 17 outputs priority information (seventh information) indicating the priority order of the multiple selected candidates based on the location where the work will be performed and the locations where the multiple workers are scheduled to be present on the date on which the work will be performed.

The setting information 111 is information for setting the processing executed by the candidate selection system 10. Specifically, the setting information 111 includes setting master information and allocation master information.

Figure 8 shows an example of setting master information.

The setting master information 111A includes the following items: "SS-ID," "operation mode," "whether or not there is a break," and "break time."

The value of the item "SS-ID" is an identifier for identifying a service station. A service station is a base that is divided into multiple districts based on the customer's address. The other items below are set for each service station.

The value of the item "operation mode" is a setting value related to the determination of priority in the process of outputting information indicating the priority of candidates. Specifically, the value of the item "operation mode" is either "off-season" or "busy season."

"Off-season" is a value that indicates the operating mode during periods when there are few work requests. "Busy season" is a value that indicates the operating mode during periods when there are many work requests.

The value of the item "Whether to take a break" indicates whether the SE takes a break at a fixed time. If the value of the item "Whether to take a break" is "Take a break," the candidate selection system 10 selects candidates who are available to work in the process described below, on the premise that no work will be performed during the time period indicated by the value of the item "Break time."

Figure 9 shows an example of distribution master information.

The allocation master information 111B is information related to determining priority in the process of outputting information indicating the priority of candidates when the value of the item "operation mode" included in the setting master information 111A is "off-season."

The allocation master information 111B includes the following items: "SS-ID", "Model classification", "4A", "3A", "2A", and "1A".

The value of the item "SS-ID" is an identifier for identifying the service station. The other items below are set for each service station.

The value of the item "Model Classification" is a value that indicates the model classification of the equipment that is the target of the work. The model classification indicates a classification based on the size and scale of the equipment. For example, "multi-air conditioner for buildings" is the largest model classification, followed by "commercial air conditioner," "home air conditioner," and "water heater," in that order.

The items "4A", "3A", "2A", and "1A" are the work skills of SEs. Work skills are values that indicate the SE's level of proficiency in work. For example, "4A" is the work skill with the highest level of proficiency, followed by "3A", "2A", and "1A" in decreasing order of proficiency. The values of the items "4A", "3A", "2A", and "1A" each indicate how many SEs with each level of proficiency are employed at each service station.

Figure 10 shows an example of work request information.

Work request information 117 (first information) is information that indicates the details of the work request. Specifically, work request information 117 includes the following items: "customer ID," "model classification," "symptoms ID," "desired SE," "desired date," and "desired time."

The value of the item "Customer ID" is an identifier used to identify the customer who requested the work.

The value of the item "Model Classification" indicates the model classification of the device that is the subject of the requested work.

The value of the item "Symptom ID" is an identifier for identifying the symptom of the device.

The value of the "Desired SE" item is an identifier for identifying the SE desired by the customer. If not desired by the customer, the value of the "Desired SE" item is not set.

The value of the item "Desired Date" is a value that indicates the date on which the work is desired by the customer. Note that, if not desired by the customer, the contact center terminal 30 or the candidate selection system 10 may set, for example, the closest date on which arrangements can be made as the value of the item "Desired Date".

The value of the item "desired time" is a value that indicates the range of work times desired by the customer. The value of the item "desired time" is indicated by the times indicating the start and end points of the range. The value of the item "desired time" may also be a category that indicates a predefined range of times, such as "morning," "1st afternoon," "2nd afternoon," etc. In this case, the memory unit 11 only needs to store information that associates the category with the range of work times.

Figure 11 shows an example of schedule information.

Schedule information 118 (second information) is information that indicates the schedule of the SE. Specifically, schedule information 118 includes the following items: "SE-ID," "scheduled date," "scheduled time," and "scheduled address."

The value of the "SE-ID" item is an identifier for identifying the SE.

The value of the "Scheduled Date" item indicates the date of the scheduled event included in the schedule.

The value of the "scheduled time" item is a value that indicates the range of scheduled times included in the schedule. The value of the "scheduled time" item is indicated by the times indicating the start and end points of the range. The value of the "scheduled time" item may also be a category indicating a predefined range of times, such as "morning," "1 pm," "2 pm," etc., similar to the value of the "desired time" item in the work request information 117.

The value of the item "Planned address" is a value indicating the address of the plan included in the schedule. The value of the item "Planned address" indicates the location where the SE is in the plan, regardless of the content of the plan. In addition, if the location of the plan is not registered, for example, if it is a private plan, the schedule information acquisition unit 13 may set the value of the item "Planned address" included in the acquired schedule information 118 to the address of the main district to which the SE belongs.

The values of the items "SE-ID", "Scheduled Date", and "Scheduled Address" are examples of information that indicates the planned locations where multiple workers are present for each date.

Figure 12 shows an example of worker information.

Worker information 112 is information about the area that the SE, who is the worker, is responsible for. Worker information 112 is information that is set for each service station. Specifically, worker information 112 includes the following items: "SE-ID," "name," "main area," and "sub-area."

The value of the "SE-ID" item is an identifier for identifying the SE.

The value of the "Name" item indicates the name of the SE.

The value of the "Main District" item is an identifier that identifies the district for which the SE is primarily responsible within the target service station.

The value of the "Sub-district" item is an identifier for identifying the district for which the SE is a secondary manager within the target service station. Note that an SE may not have a secondary district, or may be a secondary manager for one or more districts.

Figure 13 shows an example of work skill information.

The work skill information 113 is information that indicates the work skills of each SE for each model classification. Specifically, the work skill information 113 includes the following items: "SE-ID," "building multi-air conditioner," "commercial air conditioner," "home air conditioner," and "water heater."

The value of the "SE-ID" item is an identifier for identifying the SE.

The values for the items "Building multi-air conditioner," "Commercial air conditioner," "Home air conditioner," and "Water heater" indicate the work skills for each model classification. As mentioned above, "4A" is the work skill with the highest level of proficiency, followed by "3A," "2A," and "1A," in that order.

Figure 14 shows an example of work time information.

Working time information 114 (fourth information) is information that indicates the working time for each equipment symptom. Specifically, working time information 114 is information that specifies standard working times for each model classification, equipment symptom, and SE working skill. Working time information 114 includes the following items: "model classification," "symptom ID," "working skill," and "working time."

The value of the item "Model Classification" indicates the model classification of the equipment that is the subject of the work.

The value of the item "symptom ID" is an identifier for identifying the symptom of the device. The memory unit 11 may store information including symptoms that are likely to occur for each model classification and the symptom ID corresponding to the symptom.

The value of the "Work Skills" item indicates the work skills for each model classification.

The value of the "Working time" item indicates the standard working time when an SE of each work skill performs work. Furthermore, if the value of the "Working time" item is "Not possible", it indicates that the SE of the work skill of that record cannot perform the work corresponding to the symptom of that model classification. Conversely, if the value of the "Working time" item is anything other than "Not possible", it indicates that the SE of the work skill of that record can perform the work corresponding to the symptom of that model classification.

The memory unit 11 may store information indicating whether or not the corresponding work can be performed for each model classification and each symptom of the device as information separate from the work time information 114.

Figure 15 shows an example of customer information.

Customer information 115 is information that is specified for each customer. Specifically, customer information 115 includes the following items: "customer ID," "customer name," "customer address," "excluded SE," and "desired SE."

The value of the item "Customer ID" is an identifier for identifying the customer.

The value of the item "Customer Name" indicates the name of the customer.

The value of the "Customer Address" item is a value that indicates the customer's address. The customer's address corresponds to the address where the work requested by the customer is to be carried out.

The value of the item "Excluded SE" is a value that indicates an SE that is not responsible for work for the customer. The value of the item "Excluded SE" may be registered by a person in charge at each service station, etc., or may be registered by a customer's nomination. The value of the item "Excluded SE" does not have to be set, or one or multiple values may be set.

The value of the item "Desired SE" is a value that indicates the SE that the customer desires to perform the work. The value of the item "Desired SE" may be registered by a staff member at each service station, etc., or may be registered by a customer's nomination. The value of the item "Desired SE" does not have to be set, or one or multiple values may be set.

Figure 16 shows an example of work history information.

The work history information 116 is information that indicates the history of work requested by a customer. Specifically, the work history information 116 includes the following items: "Customer ID," "Model classification," "Symptom ID," "SE-ID," "Work date," and "Next visit schedule."

The value of the item "Customer ID" is an identifier for identifying the customer.

The value of the item "Model Classification" indicates the model classification of the equipment that is the subject of the work.

The value of the item "Symptom ID" is an identifier for identifying the symptom of the device.

The value of the "SE-ID" item is an identifier used to identify the SE who performed the work.

The value of the "Work date" item indicates the date the work was performed.

Next, the operation of the candidate selection system 10 will be explained with reference to the drawings.

When a contact center receptionist receives a call from a customer, they operate the contact center terminal 30 to input work request information. Specifically, the contact center receptionist asks the customer for the customer's name, address, phone number (the customer ID includes this information), model classification, equipment symptoms, error codes, installation location of the target equipment, desired date for work, and the desired SE designation. The receptionist then includes the information gathered in the work request information.

In response to an operation by the receptionist, the contact center terminal 30 transmits a signal indicating a request to output candidates for the work to the candidate selection system 10.

When the candidate selection system 10 receives a signal indicating a request to output candidates for a task, it starts the overall process described below.

Figure 17 is a flowchart showing an example of the overall process.

When the candidate selection system 10 starts the overall processing, the work request information acquisition unit 12 acquires work request information (step S11). Specifically, the work request information acquisition unit 12 receives work request information from the contact center terminal 30. Note that this step S11 is an example of a step of acquiring work request information (first information).

Next, the schedule information acquisition unit 13 acquires schedule information (step S12). Specifically, the schedule information acquisition unit 13 receives schedule information from the schedule management system 20. Note that step S12 is an example of a step of acquiring schedule information (second information).

Next, the candidate selection system 10 executes the specific worker determination process (step S13).

Figure 18 is a flowchart showing an example of a specific worker determination process.

The worker identification information acquisition unit 16 determines whether or not there is a desired SE (step S21). Specifically, the worker identification information acquisition unit 16 determines whether or not a value is set in the "desired SE" item in either the customer information 115 or the work request information 117, and if a value is set, it determines that there is a desired SE.

When the worker identification information acquisition unit 16 determines that there is a desired SE (step S21: Yes), the output unit 17 determines the scheduled work date and time for the desired SE (step S22).

Specifically, the work skill information acquisition unit 14 acquires the work skill information 113 from the storage unit 11. In addition, the work time information acquisition unit 15 acquires the work time information 114 from the storage unit 11.

Then, the output unit 17 acquires a value indicating the work skill of the desired SE based on the work skill information 113, and acquires a value indicating the work time corresponding to the model classification and symptom ID included in the work request information 117 based on the acquired value indicating the work skill and the work time information 114.

The output unit 17 determines the date and time when the desired SE is not scheduled to work based on the value indicating the desired SE's work time and the schedule information 118 acquired in step S12.

Specifically, if the work schedule for the work time acquired on the desired date in the work request information 117 can be entered, the output unit 17 sets the desired date as the scheduled work date and determines the work time.

In addition, if the work cannot be scheduled on the desired date, the output unit 17 sets the day after the desired date as the scheduled work date if the work can be scheduled for the following day, and if the work cannot be scheduled for the day after the desired date, it sets the day after that, and so on, thereby determining the date and time of the scheduled work to a date closest to the desired date.

In addition, if the work cannot be scheduled on the desired date, the output unit 17 may set a date earlier than the desired date as the scheduled work date.

Then, the output unit 17 designates the desired SE as the designated worker (step S23), terminates the designated worker determination process, and moves to the candidate selection process (step S14) of the overall process (Figure 17).

In addition, if the worker identification information acquisition unit 16 determines that there is no desired SE (step S21: No), it determines whether there is a previous visit with a next visit scheduled within the past three months (step S24).

Specifically, the worker identification information acquisition unit 16 acquires the work history information 116 from the storage unit 11, and if there is a record of a previous work for the same customer ID in the acquired work history information 116, and if the work date recorded in the "Work date" field of that record is within the past three months, it determines that the previous visit occurred within the past three months.

When the worker identification information acquisition unit 16 determines that the previous visit occurred within the past three months (step S24: Yes), the output unit 17 determines the scheduled work date and time of the previously visited SE (step S25). The previously visited SE is the SE who performed work during the previous visit when the previous visit occurred within the past three months.

Specifically, the output unit 17 determines the scheduled work date and time of the previously visiting SE through a process similar to that used to determine the scheduled work date and time of the desired SE in step S22.

Then, the output unit 17 designates the previously visited SE as the specific worker (step S26), terminates the specific worker determination process, and proceeds to the candidate selection process (step S14) of the overall process (Figure 17). Note that the desired SE and previously visited SE are examples of worker identification information (fifth information) that identifies candidates in advance.

In addition, if the worker identification information acquisition unit 16 determines that there has been no previous visit within the past three months (step S24: No), the output unit 17 determines that there is no specific worker (step S27), terminates the specific worker determination process, and proceeds to the candidate selection process (step S14) of the overall process (Figure 17).

Figure 19 is a flowchart showing an example of the candidate selection process.

The output unit 17 generates search conditions that exclude excluded SEs from candidates (step S301). Specifically, the output unit 17 obtains the customer information 115 from the storage unit 11 and obtains the value of the item "excluded SE" in the record of the customer who has made the work request. The output unit 17 then generates search conditions that do not include the value of the item "excluded SE" in the search results.

The search conditions are conditions for searching for SEs who are capable of performing the work from the worker information 112 stored in the memory unit 11. Specifically, the work skill information acquisition unit 14 acquires the work skill information 113 from the memory unit 11. Furthermore, the work time information acquisition unit 15 acquires the work time information 114 from the memory unit 11. The output unit 17 generates search conditions for searching only for SEs who have the work skills to perform the work, based on the work skill information 113 and the work time information 114.

Next, the output unit 17 sets the search criteria to the main or sub-district within the service station that corresponds to the customer's address (step S302).

Then, the output unit 17 searches for a worker (SE) who is available to perform the work (step S303).

The output unit 17 sets the search condition to the desired date (step S304). As in step S22 of the overall process described above, the output unit 17 acquires values indicating the work time corresponding to the model classification and symptom ID contained in the work request information 117. The output unit 17 then sets this as a search condition for searching for a worker who can secure work time on the desired date.

Next, the output unit 17 sets the search criteria to the main or sub-district within the service station that corresponds to the customer's address (step S305).

Then, the output unit 17 searches for a worker (SE) who can perform the work (step S306). Specifically, the output unit 17 further searches the search results of step S303.

The output unit 17 determines whether the search results in three or more candidates (step S307).

When the output unit 17 determines that there are three or more searched candidates (step S307: Yes), it ends the candidate selection process and proceeds to the output process (step S15) of the overall process (Figure 17). Note that in this step S307, the search criteria include the customer's desired date, and a SE is searched for whose main area is the service station corresponding to the customer's address, so if there are three or more candidates, that candidate is selected.

Also, if there are less than three candidates, the search criteria can be loosened to find the candidates found in step S303.

Specifically, when the output unit 17 determines that there are not three or more candidates found (step S307: No), it sets the search conditions to the main or sub-district within the service station that corresponds to the customer's address (step S308).

Then, the output unit 17 searches for a worker (SE) who is available to perform the work (step S309).

The output unit 17 determines whether the search results in three or more candidates (step S310).

When the output unit 17 determines that three or more candidates have been found (step S310: Yes), it ends the candidate selection process and proceeds to the output process (step S15) of the overall process (Figure 17). Note that the searched candidates include the candidates found in step S306 and the candidates found in step S309.

In this step S310, the search criteria include the customer's desired date, and SEs are searched for that have a service station corresponding to the customer's address as the main district (search in step S306) or sub-district (search in step S309), which means that if there are three or more candidates, they will be selected.

If the output unit 17 determines that there are not three or more candidates found (step S310: No), it adds one to the date in the search criteria (step S311) and returns to the processing of step S305.

Then, the search condition date is shifted by one day from the desired date, and the search is repeated until three or more candidates are found. Note that it is also possible to search for days earlier than the desired date. Furthermore, if days earlier than the desired date are not searched for, the output unit 17 may perform the search excluding days earlier than the desired date in the processing of step S303. Alternatively, it may be possible to set in advance how many days after the desired date the search is to be performed.

Figure 20 is a flowchart showing an example of the output process.

The output unit 17 determines whether there are one or more candidates or one or more specific workers (step S41). If there are not one or more candidates or one or more specific workers (if there are no candidates or specific workers), the output unit 17 outputs a message indicating "No applicable candidates" (step S42) and ends the process.

In this case, the contact center receptionist can look at the output and take other action, such as arranging for an SE who works at a service station other than the one that corresponds to the customer's address.

When the output unit 17 determines that there are one or more candidates or one or more specific workers (candidates or specific workers exist), it determines the priority order for the candidates and specific workers together (step S43).

Figure 21 shows an example of how to determine priority.

The output unit 17 adopts a method of determining priority that differs in part depending on the value of the "operation mode" item in the setting master information 111A. Specifically, the output unit 17 assigns the first priority to a candidate or specific worker who can work on the customer's desired date and time. Next, the output unit 17 assigns the second priority to the desired SE and the third priority to the previously visited SE.

When the operating mode is busy season, the fourth priority is set for the travel distance. When the operating mode is off season, the fifth priority is set for the travel distance.

Specifically, the output unit 17 acquires map information (sixth information) showing a map including a travel route, and calculates the travel distance between the location where the work is to be performed and the location included in the schedule information where the SE is scheduled to be present on the date on which the work is to be performed based on the acquired map information, and prioritizes SEs with a shorter calculated travel distance.

The output unit 17 may obtain map information from a server that provides a web service (not shown). The memory unit 11 may also store map information.

The output unit 17 may also prioritize an SE with a shorter total travel distance, calculated by adding together the travel distance between the location where the work is scheduled to be performed before the work is performed and the location where the work is performed, and the travel distance between the location where the work is performed and the location where the work is scheduled to be performed after the work is performed.

When the operating mode is off-season, the fourth highest priority is set as the distribution master. Specifically, the output unit 17 determines the priority based on the distribution master information 111B.

Figure 22 shows an example of how candidates are assigned.

Figure 22 shows the allocation method in the allocation master information 111B shown in Figure 9, for example, when the value of the item "SS-ID" in a record associated with "T01" is "Model Classification" is "Building Multi Air Conditioner" and the values of the items "4A", "3A", "2A", and "1A" are "4", "2", "0", and "0", respectively.

Specifically, the output unit 17 stores information in the memory unit 11 indicating how many work requests were assigned to which SEs of which work skills for each scheduled work day. Then, the output unit 17 calculates a deviation rate indicating how much the assigned work deviates from the settings in the assignment master information 111B, and prioritizes assignment to SEs of work skills with a high deviation rate.

Specifically, for example, as shown in the first record in FIG. 22, in the case of a model classification for which no work request has yet been assigned on the scheduled work day, the deviation number for item "4A" is 4-0=4, and the deviation number for item "3A" is 2-0=2. The output unit 17 then calculates the ratio of the deviation number to the whole. Specifically, the deviation rate for item "4A" is 4/(4+2)=66.7(%), and the deviation rate for item "3A" is 2/(4+2)=33.3(%).

Therefore, the output unit 17 prioritizes the SE who has the work skill of item "4A" with the highest deviation rate.

Returning to FIG. 21, when the operating mode is busy season, the SE attribute is set to the fifth priority. Also, when the operating mode is off season, the SE attribute is set to the sixth priority.

The SE attribute specifically indicates that the priority is determined based on whether the service station corresponding to the customer's address is in the main district or sub-district. The output unit 17 prioritizes the SE in the main district over the SE in the sub-district.

When the operating mode is busy, the sixth priority is work skills.

In this case, the output unit 17 prioritizes SEs with high work skills.

In this way, the output unit 17 can determine the priority of the SEs based on the operating mode set for each service station.

Returning to FIG. 20, the output unit 17 determines whether or not there are any specific workers other than those ranked first through third in priority order (step S44).

When the output unit 17 determines that specific workers are included in addition to the first to third priority ranks (step S44: Yes), it outputs the first to third priority ranks and the other specific workers (step S45).

Figure 23 shows an example of the output result.

The candidate information (third information) is information that indicates the selected candidate. Specifically, the candidate information includes the following items: "priority," "SE-ID," "work date," "work time," and "specific worker."

The value of the "Priority" item is a value that indicates the priority. The value that indicates the priority is an example of priority information (seventh information).

The value of the "SE-ID" item is an identifier used to identify the SE who is a candidate for the work.

The value of the "Work date" item is the date on which the work is scheduled to be performed.

The value of the "Work time" item indicates the range of times when the work is scheduled to be performed.

The value of the "specific worker" item is a value that indicates that the worker is a specific worker. Specifically, the value of the "specific worker" item is "customer designated" for an SE who has been designated by the customer. Also, the value is "previous worker" for an SE who visited previously.

As shown in FIG. 23, the output result information includes a record indicating a specific worker, with the value of the "priority" item being 4.

Returning to FIG. 20, when the output unit 17 determines that no specific workers are included other than the first to third priorities (step S44: No), it outputs the first to third priorities (step S46).

Figure 24 shows another example of the output result.

As shown in FIG. 24, the output result information includes records that indicate specific workers as records whose "priority" item has a value between 1 and 3.

Note that steps S44 and S45 are each an example of a step for outputting candidate information (third information).

The candidate selection system 10 loads programs for executing the above-mentioned overall processing, specific worker determination processing, candidate selection processing, and output processing, and executes these processes. In this way, the candidate selection system 10 realizes a method for selecting candidates who can perform work (candidate selection method).

According to the candidate selection system 10 according to the embodiment described above, schedule information is obtained from the schedule management system 20 and candidates are selected based on the schedules of the SEs, so that candidates who can perform work on a specified date can be selected.

The candidate selection system 10 according to this embodiment includes a work request information acquisition unit 12 that acquires work request information 117 indicating the symptoms of the equipment and the date on which the work will be performed, a schedule information acquisition unit 13 that acquires schedule information 118 indicating the schedules of multiple workers, and an output unit that selects candidates capable of performing the work from the multiple workers based on the work request information 117 and the schedule information 118, and outputs candidate information indicating the selected candidates. This makes it possible to select candidates capable of performing the work on a specified date.

The candidate selection system 10 according to this embodiment also selects candidates who can perform work based on the work time information 114 that indicates the work time for each symptom of the equipment. This allows candidates to be selected based on the work time for each symptom of the equipment.

The candidate selection system 10 according to this embodiment also selects candidates capable of performing work based on worker identification information indicating pre-specified workers. This allows candidates to be selected from a group of pre-specified workers.

The output unit 17 of the candidate selection system 10 according to this embodiment selects multiple candidates. This allows multiple candidates to be selected, so that, for example, a receptionist can present multiple options to a customer and allow the customer to make a selection.

Furthermore, the work request information 117 according to this embodiment includes information indicating the location where the requested work will be performed, and the schedule information 118 includes information indicating the locations where multiple workers are scheduled to be present for each date, and the output unit 17 further outputs priority information indicating the priorities of the multiple selected candidates based on the location where the work will be performed and the locations where the multiple workers are scheduled to be present on the dates on which the work will be performed. This makes it possible to output priority information taking into account the location where the work will be performed.

In addition, the schedule information acquisition unit 13 according to this embodiment further acquires map information indicating a map including a travel route, and the output unit 17 calculates the travel distance between the location where the work included in the work request information 117 will be performed and the location where the worker is scheduled to be on the date on which the work will be performed, included in the schedule information 118, based on the map information, and outputs priority information based on the calculated travel distance. This makes it possible to output priority information based on the travel distance of the worker on the date on which the work will be performed.

The schedule information 118 according to this embodiment also includes information indicating the locations and times at which multiple workers are scheduled to be present, in association with each other, and the output unit 17 outputs priority information based on the total travel distance between the location where the worker is scheduled to be present before the work is performed and the location where the work is performed, and the total travel distance between the location where the work is performed and the location where the worker is scheduled to be present after the work is performed. This makes it possible to output priority information based on the travel distance before and after the work is performed on the date the work is performed.

The candidate selection system 10 according to this embodiment further includes a work skill information acquisition unit 14 that acquires work skill information 113, which is information indicating the skills of multiple workers for each equipment symptom and/or information indicating the evaluation of the workers, and the output unit 17 outputs priority order information based on the equipment symptoms indicated by the work request information 117 and the work skill information 113. This makes it possible to output priority order information based on the information indicating the skills of the workers and/or information indicating the evaluation of the workers.

In addition, the work request information 117 according to this embodiment includes information indicating the location where the requested work will be performed, and the schedule information 118 includes information indicating the locations where multiple workers are scheduled to be present for each date, and the output unit 17 determines, based on a preset mode, which of the following will be prioritized: a priority based on the location where the work will be performed and the locations where multiple workers are scheduled to be present on the dates on which the work will be performed, or a priority based on the symptoms of the equipment indicated by the work request information 117 and the work skill information 113, and outputs priority information indicating the determined priority. This makes it possible to output priority information based on a preset mode.

(Modification)
In the above embodiment, the work skill information 113 is an example of information indicating the skills of multiple workers for each symptom of equipment, but the scope of the present invention is not limited to this. The work skill information 113 may be information indicating an evaluation of a worker. Specifically, the "evaluation of a worker" is information indicating an evaluation of a worker by a third party. This evaluation can be set by each service station. In addition, the results of a questionnaire given by a customer to an SE can be aggregated and used as information indicating the evaluation.

That is, the work skill information 113 may be information indicating the evaluation skills of multiple workers and/or information indicating the evaluation of the workers.

The above describes the preferred embodiment of the present invention in detail, but the present invention is not limited to the above-described embodiment, and various modifications and substitutions can be made to the above-described embodiment without departing from the scope of the present invention.

REFERENCE SIGNS LIST 1 Service operation system 10 Candidate selection system 11 Storage unit 12 Work request information acquisition unit 13 Schedule information acquisition unit 14 Work skill information acquisition unit 15 Work time information acquisition unit 16 Worker identification information acquisition unit 17 Output unit 20 Schedule management system 30 Contact center terminal 40 Public network 50 Local area network

Claims (10)

a first information acquisition unit that acquires first information including a symptom of the device, a date on which the work will be performed, and a location where the work will be performed;
a second information acquisition unit that acquires second information including information indicating locations where a plurality of workers are scheduled to be present for each date;
an output unit that searches for a predetermined number or more of candidates from the plurality of workers using search conditions including symptoms of the equipment , the date on which the work will be performed, and a date and time close to the date on which the work will be performed, and outputs information indicating the priority order , work date, and work time of the plurality of candidates based on a travel distance between a place where the work will be performed and a place where the worker is scheduled to be present on the date on which the work will be performed .
Candidate selection system. A fourth information acquisition unit that acquires fourth information indicating an operation time for each symptom of the device,
The output unit selects the plurality of candidates capable of performing the work based further on the fourth information.
The candidate selection system according to claim 1 . A fifth information acquisition unit that acquires fifth information indicating a pre-specified worker,
The output unit selects the plurality of candidates capable of performing the work based further on the fifth information.
The candidate selection system according to claim 1 or 2. the output unit selects the plurality of candidates and outputs third information indicating the plurality of selected candidates.
The candidate selection system according to any one of claims 1 to 3. The second information acquisition unit further acquires sixth information indicating a map including a travel route;
The output unit calculates a travel distance between a location where the work is to be performed, which is included in the first information, and a location where the worker is scheduled to be present on the date where the work is to be performed, which is included in the second information, based on the sixth information, and outputs seventh information indicating a priority order of the plurality of candidates, based on the calculated travel distance.
The candidate selection system according to claim 1 . the second information includes information indicating locations and times at which the plurality of workers are scheduled to be present in association with each other,
The output unit outputs the seventh information based on a total travel distance between a location where the user is scheduled to be before performing the work and a location where the user performs the work, and a total travel distance between the location where the user performs the work and a location where the user is scheduled to be after performing the work.
The candidate selection system according to claim 5. an eighth information acquisition unit that acquires eighth information, the eighth information being information indicating skills of the plurality of operators for each symptom of the device and/or information indicating an evaluation of the operator;
The output unit outputs seventh information indicating a priority order of the plurality of candidates based on the symptom of the device indicated by the first information and the eighth information.
The candidate selection system according to claim 1 . The first information includes information indicating a location where the requested work is to be performed,
the second information includes information indicating locations where the plurality of workers are scheduled to be present for each date;
the output unit determines, based on a preset mode, which of the priority orders based on a location where the work is to be performed and locations where the multiple workers are scheduled to be present on the date where the work is to be performed, and the priority order based on a symptom of the device indicated by the first information and the eighth information, and outputs information indicating the determined priority order.
The candidate selection system according to claim 7. The computer
Acquire first information including a symptom of the device, a date on which the work will be performed, and a location where the work will be performed;
Acquire second information including information indicating locations where a plurality of workers are scheduled to be present for each date;
a predetermined number or more of candidates are searched for from among the plurality of workers using search conditions including the symptoms of the equipment , the date on which the work will be performed , and a date and time close to the date on which the work will be performed, and information indicating the priority order , work date, and work time of the plurality of candidates is output based on the travel distance between the location where the work will be performed and the location where the worker is scheduled to be present on the date on which the work will be performed .
Candidate selection method. On the computer,
Obtaining first information including a symptom of the equipment, a date to perform the work, and a location to perform the work;
acquiring second information including information indicating locations where a plurality of workers are scheduled to be present for each date;
a step of searching for a predetermined number or more of candidates from the plurality of workers using search criteria including symptoms of the equipment , the date on which the work will be performed, and a date and time close to the date on which the work will be performed, and outputting information indicating the priority order , work date, and work time of the plurality of candidates based on the travel distance between the location where the work will be performed and the location where the worker is scheduled to be on the date on which the work will be performed;
A program for executing.

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