JP7779625B2 - Information processing device, allocation method and program - Google Patents

Description

Article 30, Paragraph 2 of the Patent Act applies. Published on March 10, 2021, on the NTT Technocross Corporation website at https://www.ntt-tx.co.jp/products/ctbase/ad/ir_2020_lp.html

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

When contact centers or call centers receive more calls from customers than the number of operators available, such as at night when there are fewer operators available or during busy times, there is a service that uses an IVR (Interactive Voice Response) to record the customer's message and then has an available operator call the customer back later, preventing lost opportunities and a loss of trust for the customer.

For example, Non-Patent Document 1 discloses a service that uses AI to automatically respond to calls from a call center or other facility when a large number of calls come in at the same time and operators or staff are unable to handle them (overflow calls), and guides customers to a callback from an operator, handling the entire process up to reception.

NextGen Co., Ltd., "U3 Callback", [online], [Retrieved April 30, 2021], Internet <URL: https://www.nextgen.co.jp/solution/enterprise/cat185/2019111101.html>

However, with the above-mentioned conventional technology, operators respond in the order in which the calls are recorded, so even if there are differences in the experience and skills of the operators, there are cases where a skilled operator takes a simple inquiry and a new operator takes a complex inquiry, resulting in inefficient callback operations.

The disclosed technology aims to improve the efficiency of callback operations for overflow calls.

The disclosed technology is an information processing device equipped with a distribution unit that distributes calls from multiple people or groups to a person or group that will make a return call, based on contact information regarding the call from the sender or contact content information indicating the content of the call.

This will improve the efficiency of callback operations for overflow calls.

FIG. 1 is a diagram illustrating an example of the overall configuration of a telephone system. FIG. 2 is a diagram illustrating an example of the functional configuration of each device. FIG. 10 is a diagram illustrating an example of call information. FIG. 10 is a diagram illustrating an example of distribution rule information. 10 is a flowchart illustrating an example of the flow of an overflow call distribution process. FIG. 10 is a first diagram showing an example of an overflow call list screen. FIG. 10 is a second diagram showing an example of an overflow call list screen. FIG. 10 is a diagram showing an example of an overflow call list screen according to a modified example.

The following describes an embodiment of the present invention (present embodiment) with reference to the drawings. The embodiment described below is merely an example, and the present invention is not limited to this embodiment. In this embodiment, we will explain a telephone system that appropriately assigns a representative from multiple representatives to return calls in response to overflow call connection requests (overflow calls) when a call from a customer at a company's call center or the like cannot be handled immediately because the representative is unavailable.

Note that a "person in charge" refers to someone whose job requires answering customer phone calls to a call center, etc., and examples include sales representatives and product inquiry desk staff.

(Overall configuration of telephone system)
Fig. 1 is a diagram showing an example of the overall configuration of a telephone system. As shown in Fig. 1, the telephone system 1 according to this embodiment includes an information processing device 10, a PBX 20, an IVR 30, a customer terminal 40, and a staff terminal 50. The information processing device 10, the PBX 20, the IVR 30, the customer terminal 40, and the staff terminal 50 are connected to each other so as to be able to communicate with each other via a communication network 60 including the Internet, a public line network, etc.

The information processing device 10 receives and stores information indicating an overflow call from the IVR 30, and executes the overflow call allocation process described below to assign a person to return the overflow call. Furthermore, upon receiving a request from the responsible terminal 50, the information processing device 10 transmits information indicating an overflow call.

The PBX 20 is, for example, a cloud-based PBX (Private Branch eXchange), a telephone exchange that performs various call controls. For example, when an incoming call is made to a number such as a call center number, the PBX 20 transfers the call to the IVR 30.

IVR30 is an IVR (Interactive Voice Response) that implements a predetermined call flow, and is an automated voice response device that implements a predetermined call flow. IVR30 transmits an audio file containing a recorded voice of the customer and information about the call (call information) to information processing device 10. Note that IVR30 may store the audio file and call information in a recording device, and information processing device 10 may access the recording device to obtain the audio file and call information.

Customer terminal 40 is a general term for terminals used by multiple customers. Hereinafter, when distinguishing between terminals, they will be referred to as first customer terminal 40a, second customer terminal 40b, etc. Customer terminal 40 has telephone functionality, such as a smartphone. Note that a customer is just one example of a caller, and calls may also be from sources other than customers. For example, they may be general inquiries from sources with which no transactions have been made.

The responsible terminal 50 is a general term for the terminals used by personnel at a call center or the like. Hereinafter, when distinguishing between the individual terminals, they will be referred to as the first responsible terminal 50a, the second responsible terminal 50b, etc. The responsible terminal 50 sends a request to the information processing device 10 to send information about overflow calls. The responsible terminal 50 then displays a screen based on the received information. Specifically, a responsible terminal 50 operated by a personnel with administrator authority accepts operations to view information about overflow calls assigned to each personnel, and to manually specify or update the assignment destination. Furthermore, a responsible terminal 50 operated by a personnel without administrator authority accepts operations to view information about overflow calls assigned to that personnel, but the authority of the personnel and the information handled by the terminal used may be changed as appropriate.

The responsible terminal 50 may be equipped with telephone functions, such as a smartphone, and may be assigned a unique extension number within an organization such as a company or department, and be capable of responding to call connection requests addressed to the assigned extension number. The responsible terminal 50 may also be a smartphone used with a so-called "smartphone extension service." The information processing device 10 may also store an identifier for the responsible terminal 50, such as the telephone number or Mac address of the telephone terminal operated by each responsible person, in association with an identifier for identifying the responsible person.

The customer terminal 40 and the staff terminal 50 are not limited to smartphones, but may also be, for example, a tablet terminal with telephone functionality, a wearable device, a PC (personal computer), etc.

(Functional configuration of each device)
2 is a diagram showing an example of the functional configuration of each device. The PBX 20 includes a call connection control unit 21 and a transfer processing unit 22.

The call connection control unit 21 receives a call connection request in which the call center number is specified as the destination. In response to the call connection request, the call connection control unit 21 sends the call connection request to the employee's terminal, for example, during daytime hours when the call center is open.

The transfer processing unit 22 transfers call connection requests to the IVR 30 during nighttime hours when the call center is closed. The transfer processing unit 22 may also transfer call connection requests to the IVR 30 when a call is transferred during daytime hours when the call center is open and no responsible person is available. The transfer processing unit 22 may also always transfer call connection requests to the IVR 30, allowing the customer to select whether they wish to speak to a responsible person or be contacted back.

The call connection control unit 21 and the transfer processing unit 22 are realized by processing of one or more programs installed in the PBX 20, which are executed by a computing device such as a processor.

The IVR 30 includes an audio file generation unit 31 and a call information generation unit 32.

The audio file generation unit 31 generates an audio file 901 that records the voice spoken by the customer after a predetermined call flow is executed. For example, the audio file generation unit 31 generates an audio file 901 that includes the voice spoken by the customer after receiving a message such as, "If you would like us to call you back, please state your request after the beep."

The generated audio file 901 may be, for example, an audio file with a file format of wav, a codec of PCM, a sampling frequency of 8 KHz or 16 KHz, and a quantization bit rate of 16 bits, but is not limited to this.

The call information generation unit 32 generates call information 902, which is information about calls from customers and is acquired by executing a call flow, etc. Specific examples of call information 902 will be described later.

The IVR 30 transmits the generated audio file 901 and call information 902 to the information processing device 10. Note that the IVR 30 may store the audio file 901 and call information 902 in a recording device, and the information processing device 10 may access the recording device to acquire the audio file 901 and call information 902.

The audio file generation unit 31 and the call information generation unit 32 are realized by processing of one or more programs installed in the IVR 30, which are executed by a computing device such as a processor.

The information processing device 10 includes a storage unit 11, a receiving unit 12, a voice recognition unit 13, a sorting unit 14, and a display control unit 15. The information processing device 10 is configured as a computer. Each of these units is realized by processing that causes a processor or other computing device to execute one or more programs installed in the information processing device 10.

The memory unit 11 stores various types of information, specifically, audio files 901, call information 902, text information 903, sorting rule information 904, and sorting destination information 905.

The receiving unit 12 receives the audio file 901 and call information 902 from the IVR 30. The received audio file 901 and call information 902 are stored in the memory unit 11.

The voice recognition unit 13 reads the voice file 901 stored in the memory unit 11, converts the voice into text using voice recognition, and generates text information 903.

The distribution unit 14 applies distribution rule information 904 to the call information 902 and text information 903 to distribute overflow calls to the person or group responsible for returning the call. The distribution rule information 904 is information that specifies the rules for distribution and is determined by a user such as a call center administrator. Specific examples of distribution rule information 904 will be described later.

The distribution unit 14 stores distribution destination information 905 indicating the distribution results in the storage unit 11. The distribution destination information 905 is information that associates the audio file 901 and call information 902 with information identifying the person or group to which the call is to be distributed. The distribution destination information 905 may also include a status indicating the status of distribution or response. The status value is selected from, for example, "invalid," which indicates an invalid overflow call; "waiting," which indicates a state waiting for distribution; "dispatched," which indicates a state in which distribution has been completed; "serving," which indicates a state in which the person in charge has started responding to the customer; and "served," which indicates a state in which the person in charge has completed responding to the customer. When the distribution unit 14 distributes the overflow call to a person in charge based on the distribution rule information 904, it changes the status to "dispatched."

In addition, personnel may be classified by role. For example, personnel may be classified into supervisors (SV) and operators (OP).

In addition, if any (or all) of the number of digits in the customer telephone number, the audio recording time, the number of characters included in the text information 903, etc. are below their respective thresholds, the distribution unit 14 may determine that the information necessary for allocation cannot be obtained and may classify the call as invalid. If the distribution unit 14 determines that the call is invalid, it excludes the call from distribution based on the distribution rule information 904 and sets the status to "invalid." In response to an operation by the supervisor (SV), the information processing device 10 can change the status of an overflow call with an "invalid" status to "waiting for distribution," or manually distribute an overflow call with a "waiting for distribution" status to an operator (OP).

Furthermore, the information processing device 10 may execute a process (return) to change the status from "dispatched" to "waiting for delivery" in response to an operation by the operator (OP). In this case, the information processing device 10 records the operator (OP) who performed the return operation as the "return person in charge." The distribution unit 14 redistributes the returned overflow calls. Here, the distribution unit 14 may distribute the overflow calls to a person in charge other than the recorded "return person in charge."

In response to a request to send information from the responsible terminal 50, the display control unit 15 generates data to be displayed on the screen of the responsible terminal 50 and transmits it to the responsible terminal 50. For example, in response to a request from a responsible terminal 50 operated by a person in charge who does not have management authority, the display control unit 15 transmits data to the responsible terminal 50 for displaying on the screen the call information assigned to that person.

(Specific examples of various types of information)
Next, various types of information handled in this embodiment will be described.

Figure 3 shows an example of call information. Call information 902 includes the following items: tenant ID, center ID, call flow, destination phone number, customer phone number, customer name, call reception date and time, audio file path, scheduled callback date, scheduled callback time zone, and IVR call management number.

The "Tenant ID" item is used when multiple tenants share the telephone system 1. A tenant is a business that operates with permission to use the telephone system 1 from the operator of the telephone system 1. The value of the "Tenant ID" item is an identifier for identifying a tenant. Note that a tenant is an example of a user of the telephone system 1, and may be something else. For example, the telephone system 1 may be a system dedicated to a specific business, etc., in which case the call information 902 does not need to include the "Tenant ID" item.

The "Center ID" item is used when there are multiple centers within the same tenant. A center is the base for each tenant's customer sales desk. The value of the "Center ID" item is an identifier used to identify the center.

The value of the "Call Flow" item is the call flow number of IVR30 selected by the customer when making a call. For example, suppose that "3" is selected from the first options "1" New Contract, "2" Contract Change, or "3" Product Inquiry, then "1" is selected from the next options "1" Product A or "2" Product B, and then "2" is selected from the next options "1" Operating Instructions or "2" Malfunction. In this case, the value of the "Call Flow" item is "312".

The value of the "Destination Phone Number" item is the phone number of the destination called by the customer, and is the phone number of the destination in the call connection request to the PBX 20. The value of the "Destination Phone Number" may also be the phone number at the time of transfer from the PBX 20 to the IVR 30. The destination phone number is an example of information indicating the destination's contact information. Information indicating the destination's contact information may also be the destination's user ID on SNS, etc.

The value of the "Customer Phone Number" item is the customer's phone number, and is the callback number where the person in charge will call back. Note that the customer's phone number is an example of information indicating the caller's contact information. Information indicating the caller's contact information may also be the caller's user ID on SNS or the like.

The value of the "Customer Name" field is the customer name or a code that uniquely identifies the customer.

The value of the "Power Receipt Date and Time" item is the date and time when the IVR 30 received the power.

The value of the "Audio File Path" item is information indicating the storage location of the audio file, and specifically includes the file path and file name.

The value of the "Scheduled Callback Date" field is the date the customer would like a call back.

The value of the "Scheduled callback time" field is the time period during which the customer would like to be called back.

The value of the "IVR call management number" item is a number used by IVR30 to uniquely identify the call.

Of these items, the call date and time, audio file path, and IVR call management number are required.

The information processing device 10 may obtain the information contained in the call information 902 through a call flow, or may obtain it as appropriate from sources other than the call flow, such as voice recognition results or a customer management system (not shown).

Figure 4 shows an example of sorting rule information. The sorting rule information 904 includes the following fields: rule application, rule number, rule name, responsible operator/group, allocation within group, skill, keyword, and application order.

The value of the "Rule Application" item indicates whether the rule is enabled or disabled.

The value of the "Rule Name" item indicates the name of the rule.

The value of the "Assigned Operator/Group" field is the name of the assigned operator (person in charge) or assigned group. An assigned group is a group with multiple people in charge, and if the assigned group is the assigned group, the method of allocation to each person in the group will differ depending on the value of the "Assigned within Group" field.

The value of the "Allocation within group" item indicates whether, when the allocation destination is a responsible group, the job should be further allocated to each person in the responsible group. If the job is not to be allocated to each person in the responsible group, all people in the responsible group can be the allocation destination, and a manager or other person in the responsible group can further allocate the job to a person in charge. Furthermore, when allocating to each person in the responsible group, the allocation unit 14 can allocate to the people in order, or it can refer to historical information such as the number of times each person has been in charge and allocate to, for example, the person with the fewest number of times they have been in charge.

The value of the "Skill" item indicates the information on which the allocation is based. For example, if the value of the "Skill" item is "Destination Phone Number," the call will be allocated to the person in charge or group in charge associated with the destination phone number. Also, if the value of the "Skill" item is "Call Flow," the call will be allocated to the person in charge or group in charge associated with the call flow.

The value of the "Keyword" item is information indicating the keyword when sorting is performed based on the keyword contained in the text information 903. For example, if the value of the "Keyword" item is "Contract," and the text information 903 contains the text "Contract," it will be sorted to the associated person in charge or group in charge. Also, if the value of the "Keyword" item is "Cancellation + Renewal," and the text information 903 contains both the text "Cancellation" and the text "Renewal," it will be sorted to the associated person in charge or group in charge. In other words, the "+" symbol indicates an AND condition for inclusion in the text information 903. Alternatively, a symbol indicating an OR condition may be used.

The value of the "Application Order" field indicates the order in which the rules are applied. The allocating unit 14 prioritizes the application of rules with smaller values in the "Application Order" field.

(Overview of operation of information processing device 10)
Next, a description will be given of the operation of the information processing device 10. Fig. 5 is a flowchart showing an example of the flow of overflow call distribution processing.

The information processing device 10 periodically performs overflow call distribution processing, for example, by batch processing at night or during the day. When the information processing device 10 starts overflow call distribution processing, it acquires call information 902 from the storage unit 11 (step S101). Then, the voice recognition unit 13 references the value of the "voice file path" item included in the call information 902 and acquires the voice file 901 (step S102). Next, the voice recognition unit 13 performs voice recognition on the voice file 901 to generate text information 903 (step S103).

The distribution unit 14 then distributes the overflow calls to the person in charge based on the distribution rule information 904 (step S104). As a result, distribution destination information 905 indicating the distribution destination is stored in the memory unit 11.

Figure 6 is a first diagram showing an example of an overflow call list screen. The overflow call list screen 801 is an example of a screen displayed by the responsible terminal 50 based on data sent by the display control unit 15 to the responsible terminal 50 in response to a request from the responsible terminal 50 operated by an operator (OP).

The overflow call list screen 801 includes a list of overflow calls assigned to the person operating the responsible terminal 50. The list can accept an operation to view detailed information. The list also includes a button for playing the audio contained in the audio file 901. When this button is pressed, the information processing device 10 transmits the audio file 901 to the responsible terminal 50. The responsible terminal 50 plays the audio contained in the received audio file 901 via a speaker, headphones, etc.

The list also includes text information 903. This allows the assigned person to understand the customer's purpose. Furthermore, the text information 903 may be edited or updated as appropriate, for example, if there is an error in the voice recognition results.

The list also includes the value of each item included in the call information 902. For example, the list includes the value of the item "customer phone number." By looking at this number, the person in charge can call the customer back. Furthermore, if the person in charge's terminal 50 has a telephone function, the person in charge's terminal 50 may accept an operation to call the customer directly from the number display. Furthermore, if the person in charge's terminal 50 has a telephone function, even if the list does not include a value for the item "customer phone number," it may include an operation display such as a "call button" for accepting an operation to call the customer phone number from the person in charge's terminal 50. This makes it possible to handle overflow calls without disclosing any personal information. Furthermore, the person in charge's terminal 50 may display a warning if an operation to call is received during a time period other than the scheduled callback time period.

The list may also include values for items such as "Scheduled callback date" and "Scheduled callback time zone" included in the call information 902, as well as text information 903. The list may also include a value indicating whether the allocation was performed automatically or manually. "Automatic" means that the allocation was performed by the allocation unit 14 based on the allocation rule information 904, and "manual" means that the allocation was performed by the operation of a supervisor (SV).

The list may also include a status value indicating the status of the distribution or response. Status values may be, for example, "Invalid," "Awaiting Assignment," "Assigned," "In Service," or "Assigned."

The list for an operator (OP) includes overflow calls with a status of "dispatched" that have been assigned to the operator (OP), overflow calls with a status of "dispatched" that have been assigned to the group to which the operator (OP) belongs, and overflow calls with a status of "serving" or "served" that the operator (OP) is currently serving or has served. Note that the list for an operator (OP) does not need to include overflow calls with a status of "invalid" or "waiting to be served." The content and display of the status, as well as the operational authority to update the status, may also be changed as appropriate.

Figure 7 is a second diagram showing an example of an overflow call list screen. The overflow call list screen 802 is an example of a screen displayed by the responsible terminal 50 based on data sent by the display control unit 15 to the responsible terminal 50 in response to a request from the responsible terminal 50 operated by the supervisor (SV).

The list for supervisors (SVs) includes overflow calls with an "invalid" status and overflow calls with an "assigned" status. For example, the overflow call list screen 802 in Figure 7 shows the screen displayed as a result of searching for overflow calls with an "invalid" status. For overflow calls with an "invalid" status, the list may also include the reason why the call was determined to be invalid.

(Modification)
Although the present embodiment has been described above, the present invention is not limited to such a specific embodiment, and various modifications and changes are possible within the scope of the gist of the present invention described in the claims.

For example, in this embodiment, the information processing device 10 may notify the person to whom the overflow calls are allocated via email, SNS, etc. Also, while a call over a telephone line has been shown as an example of the means of contact from the caller, other methods are also acceptable. For example, a call, conference, chat, etc. on SNS may be used, or a message via a messenger application may be used. Call information 902 is an example of contact information regarding a contact from the caller. Also, text information 903 is an example of contact content information indicating the content of the contact from the caller.

The allocation unit 14 may reserve allocation based on information indicating the scheduled arrival and departure times or arrival and departure status of each person in charge. Specifically, the allocation rule information 904 includes information indicating the rules for "reservation allocation." When the rules for "reservation allocation" are valid, the allocation unit 14 searches for people who are scheduled to be at work on the scheduled callback date and time based on their scheduled arrival and departure times, and reserves allocation to one of the searched people.

Then, on the scheduled callback date, the distribution unit 14 determines whether the reserved person is at work based on the attendance status. If the distribution unit 14 determines that the reserved person is at work, it distributes the overflow call to that person. On the other hand, if the distribution unit 14 determines that the reserved person is not at work, it distributes the overflow call to one of the other people who are at work.

The sorting rule information 904 may also include information indicating sorting rules based on a combination of the caller's number, product name, subject matter (response content, compensation, compensation claims, etc.), customer name, and person in charge name, extracted from the call flow or audio file. In this case, the sorting unit 14 may prioritize the product name over the person in charge name, taking into account cases where two people with the same surname have the same name.

In addition, the sorting rule information 904 may include information indicating sorting rules based on customer names and customer phone numbers.

The display control unit 15 may also control the display of overflow calls with a callback reservation time period that includes the current time with priority. For example, the display control unit 15 may display a specific overflow call with priority by displaying the specific overflow call above other overflow calls, or by highlighting the specific overflow call (for example, in a conspicuous color such as red).

The display control unit 15 may also control the display to prioritize overflow calls assigned to the viewing person or the person-in-charge group to which that person belongs.

In addition, the information processing device 10 may notify the operator if there are any overflow calls that have been distributed when a call or after-call work (post-processing of answering work) has ended.

The overflow call list screen may also include alerts. Alerts are displays that indicate warnings, and include alerts for supervisors (SVs) and operators (OPs).

Figure 8 shows an example of an overflow call list screen related to a modified example. The overflow call list screen 810 is an example of a screen displayed by the responsible terminal 50 based on data sent by the display control unit 15 to the responsible terminal 50 in response to a request from the responsible terminal 50 of the responsible person.

This list for personnel includes OP alerts 811 and SV alerts 812. OP alerts 811 and SV alerts 812 are displayed in different colors, etc. Note that the list for operators (OPs) includes OP alerts 811 but does not include SV alerts 812. Furthermore, the list for supervisors (SVs) may include SV alerts 812 but not include OP alerts 811. The display of the list may be changed as appropriate depending on the role, such as OP, SV, or system administrator.

The display control unit 15 may also control each list screen to display the aggregated number of OP alerts 811 and SV alerts 812.

The SV alert 812 is displayed when any of the following conditions is met.
(a) When an overflow call occurs that cannot be distributed because it does not match the distribution rules.
(b) If it was assigned to an absent operator (OP).
(c) When (the number of unhandled overflow calls accumulated in the responsible group) divided by (the number of operators (OPs) belonging to the responsible group) exceeds a certain number.
(d) If no response is received within a certain period of time.
(e) When a certain period of time has passed in the "waiting for distribution" state.

Note that the above conditions are just examples of predefined conditions for displaying an alert, and other conditions may be used.

Also, the OP alert 811 is displayed if the status remains "dispatched" for a certain period of time. Note that the OP alert 811 may not be displayed to operators (OPs) who are engaged in after-call work.

REFERENCE SIGNS LIST 1 Telephone system 10 Information processing device 11 Storage unit 12 Receiving unit 13 Voice recognition unit 14 Distribution unit 15 Display control unit 20 PBX
21 Call connection control unit 22 Transfer processing unit 30 IVR
31 Voice file generating unit 32 Call information generating unit 40 Customer terminal 50 Responsible terminal

Claims (5)

a distribution unit that distributes, based on contact information regarding a contact from a caller or contact content information indicating the content of the contact, from among a plurality of persons or groups of persons, to a person or group of persons who will make a return contact;
a display control unit that transmits data for displaying the contact information on a screen to a terminal operated by the assigned person in charge or a person belonging to the assigned group in response to a request from the terminal ,
the allocating unit allocates the call to the person in charge or the group in charge of making a call back based on a comparison result between at least one of the number of digits of the caller's telephone number, the recording time of the caller's voice, and the number of characters of the text included in the contact content information and a predetermined threshold value;
Information processing device. a distribution unit that distributes, based on contact information regarding a contact from a caller or contact content information indicating the content of the contact, from among a plurality of persons or groups of persons, to a person or group of persons who will make a return contact;
a display control unit that transmits data for displaying the contact information on a screen to a terminal operated by the assigned person in charge or a person belonging to the assigned group in response to a request from the terminal,
the allocating unit allocates the contact information or the contact content information to the person in charge or the group in charge of making a call back by applying the allocating rule information to the contact information or the contact content information in order in accordance with the priority and the validity, based on allocating rule information that includes at least a criterion for allocating the contact information to the person in charge or the group in charge of making a call back, the person in charge or the group in charge of making a call back, a validity indicating whether the criterion is applicable or not, and a priority order for applying the criterion;
Information processing device. a distribution step of distributing the call to a person or group of people who will make a return call from among a plurality of people or groups of people based on contact information regarding the call from the caller or contact content information indicating the content of the call;
a display control step of transmitting data for displaying the contact information on a screen to a terminal operated by the assigned person in charge or a person belonging to the assigned group in response to a request from the terminal ,
the allocating step allocates the call to the person or group of people who will make a call back based on a comparison result between at least one of the number of digits of the caller's telephone number, the recording time of the caller's voice, and the number of characters of the text included in the contact content information and a predetermined threshold value;
Sorting method. a distribution step of distributing the call to a person or group of people who will make a return call from among a plurality of people or groups of people based on contact information regarding the call from the caller or contact content information indicating the content of the call;
a display control step of transmitting data for displaying the contact information on a screen to a terminal operated by the assigned person in charge or a person belonging to the assigned group in response to a request from the terminal,
the sorting step is based on sorting rule information including at least criteria for sorting to the person in charge or the group in charge of making a return contact, the person in charge or the group in charge of making a return contact, validity indicating whether the criteria are applicable or not, and a priority order for applying the criteria, and by applying the sorting rule information to the contact information or the contact content information in order according to the priority order and the validity, sorts the contact information or the contact content information to the person in charge or the group in charge of making a return contact;
Sorting method. A program for causing a computer to function as the information processing device according to claim 1 or 2 .