Source: https://patents.google.com/patent/JP5610059B2/en
Timestamp: 2020-01-22 21:03:36
Document Index: 456885545

Matched Legal Cases: ['art 22', 'art 23', 'art 24', 'art 25', 'art 26', 'art 30', 'art 32']

JP5610059B2 - Call management device, call management method, and program - Google Patents
Call management device, call management method, and program Download PDF
JP5610059B2
JP5610059B2 JP2013504490A JP2013504490A JP5610059B2 JP 5610059 B2 JP5610059 B2 JP 5610059B2 JP 2013504490 A JP2013504490 A JP 2013504490A JP 2013504490 A JP2013504490 A JP 2013504490A JP 5610059 B2 JP5610059 B2 JP 5610059B2
JP2013504490A
JPWO2012124116A1 (en
2011-03-17 Priority to PCT/JP2011/056456 priority Critical patent/WO2012124116A1/en
2014-07-17 Publication of JPWO2012124116A1 publication Critical patent/JPWO2012124116A1/en
2014-10-22 Publication of JP5610059B2 publication Critical patent/JP5610059B2/en
The present invention relates to a call management device, a call management method, and a program.
Improving the quality of calls at call centers is regarded as important. As a technique for evaluating such quality, conventionally, a technique that considers the ratio of the superposition time of an utterance between an operator and a questioner (for example, Patent Document 1), or a technique that compares a call time with an average value (for example, Patent Document) 2) etc. are being studied.
JP 2007-288242 A JP 2005-258551 A
However, in the above-described conventional technology, the evaluation result is closed within each call to be evaluated. Therefore, for example, it is difficult to evaluate in consideration of a case where a questioner calls the call center again without understanding the operator's explanation.
Specifically, for example, the case is as follows. Although the operator A responded to the first question from the questioner X, the questioner X could not understand the explanation of the operator A well. Questioner X hangs up the phone and reexamines the contents of the explanation of operator A, but still cannot understand. Therefore, the questioner X calls the call center again and asks the same question.
In such a case, it should be determined that there is a problem in the first response of the operator A. However, it is difficult to evaluate the problem of the operator A with the above-described conventional technology. Conversely, operator B, who is different from the previous one, will answer the second question, and will explain that it is the second answer. As a result, the length of the talk time may be longer than the average value. is there. However, in the evaluation according to the conventional technique, attention is paid to the fact that the average value of the call time is exceeded, and the operator B is evaluated low.
Therefore, in order to properly evaluate the operator's call response, it is necessary to consider the relationship between a plurality of call responses.
Furthermore, when determining the association of a plurality of calls, simply specifying whether or not the call is from the same customer may result in associating a call correspondence that is completely unrelated to the contents. Further, even if the call correspondence is related among a plurality of call correspondences, it is necessary to indicate which part of the call correspondence is relevant so that the call correspondence evaluator can easily identify. Without such information presentation, the evaluator will hear the call correspondence record normally recorded as an audio file sequentially from the beginning, and the evaluation work becomes a heavy burden.
Accordingly, it is an object of the present invention to provide a call management device, a call management method, and a program capable of supporting improvement in accuracy of call content evaluation in a call center.
Therefore, in order to solve the above-described problem, the call management device includes a questioner identifier for identifying the questioner and an operator used by the operator for a call made between the questioner and the operator corresponding to the questioner. A storage unit that associates and stores a reference information identifier that identifies reference information used for responding to the questioner displayed in the call on the terminal, and a questioner identifier associated with the first call with reference to the storage unit Identifying a reference information identifier, identifying a second call different from the first call associated with the questioner identifier and the reference information identifier, information relating to the first call, and the second And an output unit for outputting information on the call.
It is possible to support the improvement of the accuracy of the call content evaluation in the call center.
It is a figure which shows the structural example of the call center assistance system in embodiment of this invention. It is a figure which shows the hardware structural example of the telephone call management apparatus in embodiment of this invention. It is a figure which shows the function structural example of the telephone call management apparatus in embodiment of this invention. It is a figure which shows the function structural example of the operator terminal in embodiment of this invention. It is a figure which shows the function structural example of the administrator terminal in embodiment of this invention. It is a flowchart for demonstrating an example of the process sequence which a call management apparatus performs at the time of an incoming call and during a call. It is a figure which shows the structural example of an operator information storage part. It is a figure which shows the structural example of a reception history memory | storage part. It is a figure which shows the structural example of a manual information storage part. It is a figure which shows the structural example of a reference log | history memory | storage part. It is a figure which shows the structural example of an evaluation information storage part. It is a flowchart for demonstrating an example of the process sequence of the recording process of call information. It is a figure which shows the structural example of the audio | voice information management table which comprises an audio | voice information storage part. It is a flowchart for demonstrating an example of the process sequence of an operator's utterance state confirmation process. It is a figure which shows the structural example of the utterance history table which comprises an utterance history memory | storage part. It is a flowchart for demonstrating an example of the process sequence of a confirmation process of a questioner's utterance state. It is a flowchart for demonstrating an example of the process sequence of the update process of an evaluation value. It is a figure which shows the example of a display of a speech log | history screen. It is a figure which shows the structural example of a related condition memory | storage part. It is a figure which shows an example of a related speech log | history. It is a figure which shows the example of a display of the pop-up screen which displays a related speech log | history. It is a figure which shows the example of a display of the speech log | history screen in which the reevaluation value was reflected.
Hereinafter, embodiments of the present invention will be described with reference to the drawings. FIG. 1 is a diagram illustrating a configuration example of a call center support system according to an embodiment of the present invention. A call center support system 1 shown in FIG. 1 is a computer system for supporting a call center operation. The call center support system 1 includes a call management device 10, a plurality of operator terminals 20, an administrator terminal 30, and the like.
The call management device 10 is a computer having an ACD (Automatic Call Distributor) function. For example, the call management device 10 automatically distributes calls received from telephones outside the call center (customer terminal 70 in the figure) to the operator terminal 20. The customer terminal 70 is not limited to a predetermined device as long as it has a call function such as a fixed phone or a mobile phone.
The operator terminal 20 is a computer used by the operator for telephone reception. For example, the operator terminal 20 is connected to a headset and has a call function.
The manager terminal 30 is a computer used by a call center manager or supervisor, generally called a supervisor.
The call management device 10, the administrator terminal 30, and the operator terminal 20 can communicate with each other via a network 40 (whether wired or wireless) such as a LAN (Local Area Network). . A call received by the call management device 10 is digitized outside the call management device 10. A call related to a call distributed to each operator terminal 20 is transmitted through the network 40 in the call center support system 1.
FIG. 2 is a diagram illustrating a hardware configuration example of the call management device according to the embodiment of the present invention. The call management device 10 in FIG. 2 includes a drive device 100, an auxiliary storage device 102, a memory device 103, a CPU 104, an interface device 105, and the like that are mutually connected by a bus B.
A program for realizing processing in the call management device 10 is provided by the recording medium 101. When the recording medium 101 on which the program is recorded is set in the drive device 100, the program is installed from the recording medium 101 to the auxiliary storage device 102 via the drive device 100. However, the program need not be installed from the recording medium 101 and may be downloaded from another computer via a network. The auxiliary storage device 102 stores the installed program and also stores necessary files and data.
The memory device 103 reads the program from the auxiliary storage device 102 and stores it when there is an instruction to start the program. The CPU 104 executes functions related to the call management device 10 in accordance with a program stored in the memory device 103. The interface device 105 is used as an interface for connecting to a network.
The operator terminal 20 and the administrator terminal 30 may also have the same hardware configuration as the call management device 10. However, it is desirable that the operator terminal 20 and the administrator terminal 30 are connected to a display device such as a liquid crystal display and an input device such as a keyboard and a mouse.
FIG. 3 is a diagram illustrating a functional configuration example of the call management device according to the embodiment of the present invention. In the figure, the call management device 10 includes a call reception unit 121, an operator determination unit 122, a call connection unit 123, a call information recording unit 124, an information search unit 125, an evaluation unit 126, a designated utterance history acquisition unit 127, and a related utterance history. A specifying unit 128, a history output unit 129, a playback unit 130, an evaluation update unit 131, and the like are included. Each of these units is realized by processing executed by the CPU 104 by one or more programs installed in the call management device 10. The call management device 10 also includes an operator information storage unit 141, an utterance history storage unit 142, a voice information storage unit 143, a manual information storage unit 144, a reference history storage unit 145, a reception history storage unit 146, an evaluation information storage unit 147, And a related condition storage unit 148 and the like. Each of these storage units can be realized using the auxiliary storage device 102, for example. However, each said memory | storage part may be implement | achieved using the memory | storage device connected with the call management apparatus 10 via a network.
The call receiving unit 121 receives a call from the outside (customer terminal 70 in the present embodiment). The operator determination unit 122 determines an operator who is in charge of answering an incoming call with reference to the operator information storage unit 141 and the like. The operator information storage unit 141 stores operator attribute information for each operator. The attribute information also includes information indicating an operator's current status (whether a call is in progress or waiting).
The call connection unit 123 connects the received call to the operator terminal 20 of the operator determined by the operator determination unit 122. The call information recording unit 124 records voice data indicating the content of the call, utterance time histories of the operator and the customer (hereinafter referred to as “utterance history”), and the like. The utterance history is recorded in the utterance history storage unit 142. Audio data and information related to the audio data are recorded in the audio information storage unit 143.
In response to a manual (electronic manual) acquisition request (search request) from the operator terminal 20 used by the operator who is talking, the information search unit 125 refers to the manual information storage unit 144 for the manual specified in the acquisition request. Get. The information search unit 125 returns the acquired manual to the operator terminal 20. The manual information storage unit 144 stores the file name of the file storing the manual for each manual and each page. The information search unit 125 also records a manual reference history in the reference history storage unit 145.
For example, the evaluation unit 126 records the evaluation value of each call in the evaluation information storage unit 147 based on the utterance history stored in the utterance history storage unit 142. The designated utterance history acquisition unit 127 acquires, from the utterance history storage unit 142, an utterance history related to a specific call designated by the administrator terminal 30. The related utterance history specifying unit 128 specifies an utterance history that satisfies a predetermined condition with the utterance history acquired by the designated utterance history acquisition unit 127. The related condition storage unit 148 stores the predetermined condition (hereinafter referred to as “related condition”). The related condition is a condition that is estimated to be a call related to the same question from the same questioner.
The history output unit 129 transmits the utterance history acquired by the designated utterance history acquisition unit 127 or the utterance history specified by the related utterance history specifying unit 128 to the administrator terminal 30. The playback unit 130 plays back audio data related to a call designated by the administrator terminal 30. The evaluation update unit 131 updates the evaluation value related to the call designated by the administrator terminal 30.
FIG. 4 is a diagram illustrating a functional configuration example of the operator terminal according to the embodiment of the present invention. In the figure, an operator terminal 20 includes an input / output control unit 21, a manual acquisition unit 22, a reference end notification unit 23, a call communication unit 24, a voice input unit 25, a voice output unit 26, and the like. Each of these units is realized by processing that a program installed in the operator terminal 20 causes the CPU of the operator terminal 20 to execute.
The input / output control unit 21 performs control such as processing according to input via a keyboard or mouse, output processing to the display device, and the like. The manual acquisition unit 22 acquires the manual specified by the operator from the call management device 10. The reference end notification unit 23 notifies the call management device 10 of the end of the manual reference. The call communication unit 24 controls communication related to calls. The voice input unit 25 receives an utterance input by an operator. The voice output unit 26 outputs the utterance by the customer.
FIG. 5 is a diagram illustrating a functional configuration example of the administrator terminal according to the embodiment of the present invention. In the figure, the administrator terminal 30 includes an input / output control unit 31, an utterance history acquisition unit 32, an utterance history screen generation unit 33, a reproduction control unit 34, an evaluation update request unit 35, and the like. Each of these units is realized by a process that a program installed on the administrator terminal 30 causes the CPU of the administrator terminal 30 to execute.
The input / output control unit 31 performs control such as processing according to input via a keyboard or mouse, output processing to the display device, and the like. The utterance history acquisition unit 32 acquires, from the call management device 10, an utterance history related to a call designated by the administrator, an utterance history that satisfies a related condition with the utterance history, and the like. The utterance history screen generation unit 33 generates a screen for displaying the utterance history acquired by the utterance history acquisition unit 32. The reproduction control unit 34 controls reproduction of the call contents related to the utterance history displayed on the screen. The evaluation update request unit 35 requests the call management device 10 to update the evaluation value for the call related to the utterance history displayed on the screen.
Hereinafter, a processing procedure executed by the call management device 10 will be described. FIG. 6 is a flowchart for explaining an example of a processing procedure executed by the call management device during an incoming call and during a call.
When receiving a call transmitted from the customer terminal 70 (Yes in S101), the call receiving unit 121 assigns a call ID to the call (S102). The call ID is an identifier for identifying each call (that is, each call). Subsequently, the operator determination unit 122 refers to the operator information storage unit 141, and determines whether there is an operator who is on standby (not currently in a telephone call) (S103).
FIG. 7 is a diagram illustrating a configuration example of the operator information storage unit. In the figure, an operator information storage unit 141 stores an operator ID, a name, a situation, and the like for each operator.
The operator ID is an identifier for identifying each operator. The name is the name of the operator. The situation is the current situation of the operator. In the drawing, “busy” or “standby” is shown as the status value. “During a call” indicates that a call is currently being made (that is, currently being answered). “Waiting” indicates that it is currently waiting. That is, “waiting” indicates that a call can be allocated.
In step S103 described above, the operator determination unit 122 searches the operator information storage unit 141 for an operator whose status is “standby”.
When the corresponding operator is not searched (No in S103), the operator determination unit 122 plays a voice message indicating that the operator is currently congested, for example, until the corresponding operator is searched (S104).
When the corresponding operator is searched (Yes in S103), the operator determining unit 122 determines one of the searched operators as an operator to which the current call is assigned (hereinafter referred to as “in charge operator”) ( S105).
Subsequently, the call connection unit 123 connects (or distributes) the call to the operator terminal 20 of the operator in charge (S106). Subsequently, the call connection unit 123 updates the value of “status” of the operator in charge to “busy” in the operator information storage unit 141 (S107). Subsequently, the call connection unit 123 creates a record corresponding to the received call in the reception history storage unit 146 (S108).
FIG. 8 is a diagram illustrating a configuration example of the reception history storage unit. In the figure, a response history storage unit 146 stores a call ID, an incoming date, an incoming time, an outgoing number, an operator ID, and the like for each response by an operator (that is, for each call or call).
The call ID is a call ID of a call related to the reception. The incoming date is the date when the call is received. The incoming call time is the time when the call is received. The outgoing number is the telephone number of the caller. The operator ID is an operator ID of an operator who is in charge of answering the call.
In step S108 described above, the call connection unit 123 creates a new record in the response history storage unit 146, and records values in the call ID, incoming date, incoming time, outgoing number, and operator ID of the record. In the call ID, a call ID assigned to the current call is recorded. In the incoming date and time, the date and time when the call was received is recorded. In the transmission number, the transmission number of the call is recorded. In the operator ID, the operator ID of the operator in charge is recorded.
Subsequently, the call information recording unit 124 starts a call information recording process (S109). In the call information recording process, the contents of the call are recorded, and information (call information) indicating the utterance time zone of the operator in charge and the utterance time zone of the interrogator is recorded. Details of the call information recording process will be described later.
When step S109 is completed, exchange of questions and answers is started between the operator in charge and the questioner. When it is necessary to refer to the manual when answering, the operator in charge inputs a manual page display instruction to the operator terminal 20 by specifying the manual name and page number, for example. The manual acquisition unit 22 of the operator terminal 20 designates the operator ID, the manual name, and the page number, and transmits a manual page acquisition request to the call management device 10. The manual name and page number may be specified by allowing the operator to input a corresponding character string, or may be selected via a manual list screen, a manual table of contents screen selected on the list screen, or the like. .
Subsequently, when a manual page acquisition request transmitted from the operator terminal 20 is received (Yes in S110), the information search unit 125 searches for manual information that matches the manual name and page number specified in the acquisition request. A search is performed from the manual information storage unit 144 (S111).
FIG. 9 is a diagram illustrating a configuration example of the manual information storage unit. In the figure, a manual information storage unit 144 stores manual information including a manual name, a page number, and a file name for each manual page.
The manual name is the name of the manual. The page number is a page number in the manual. The file name is the file name of the file in which the contents of the manual page specified by the manual name and page number are recorded.
In step S111 described above, the information search unit 125 acquires a file related to the file name corresponding to the manual name and page number specified in the manual acquisition request. In this embodiment, an example in which a manual file is divided in units of pages is shown. However, a manual file may be divided for each description break in the manual, such as a chapter or a cut. . In this case, the administrator designates a chapter or a section instead of a page number. The manual information storage unit 144 may store a file name in accordance with information indicating each chapter or each section.
Subsequently, the information search unit 125 returns the manual page stored in the acquired file to the operator terminal 20 that is the acquisition request source (S112). In the operator terminal 20, when the manual page is received by the manual acquisition unit 22, the input / output control unit 21 displays the manual page on the display device of the operator terminal 20. As a result, the operator can make an answer while referring to the manual page.
Subsequently, the information search unit 125 records in the reference history storage unit 145 a history indicating that the reference of the manual page returned in step S112 has been started (S114).
On the other hand, when the reference to the manual page is ended in the operator terminal 20 on which the manual page is displayed, the reference end notification unit 23 of the operator terminal 20 transmits a reference end notification of the manual page to the call management device 10. To do. For example, an operator ID is specified in the notification. The end of reference to the manual page can be determined by detecting that the screen (or window) displaying the manual page is not displayed, for example.
When the information search unit 125 of the call management device 10 receives the manual page reference end notification (Yes in S113), the information search unit 125 records a history indicating that the manual page reference is completed in the reference history storage unit 145 ( S114).
FIG. 10 is a diagram illustrating a configuration example of the reference history storage unit. In the figure, a reference history storage unit 145 stores a call ID, time, manual name, page number, and the like for each reference start or reference end of a manual page.
The call ID is a call ID for identifying a call (call) in which a manual page is referenced. The time is a start time or an end time of reference to the manual page. The manual name and page number are the manual name and page number of the manual page to be referred to.
In step S114 when a manual page acquisition request is received, the call ID corresponding to the operator ID specified in the acquisition request, the current time, the manual name and page number specified in the acquisition request are included. The record is added to the reference history storage unit 145.
On the other hand, in step S114 when a manual page reference end notification is received, a record including a call ID corresponding to the operator ID specified in the end notification is added to the reference history storage unit 145. The call ID corresponding to the operator ID can be acquired from the record recorded last for the operator ID in the reception history storage unit 146.
In the operator terminal 20, it is possible to refer to a plurality of manual pages at the same time, and when each reference can be ended separately, the reference end notification includes the manual name and the page number. You can make it. In this case, the manual name and page number may be recorded in the reference history storage unit 145. In the present embodiment, the operator terminal 20 has an example in which one manual page can be referred to at the same time. Therefore, at the end of referring to the manual page, the reference history storage unit 145 stores the manual name and page number. Not recorded. In other words, since the manual name and page number are not recorded, the reference history storage unit 145 records that the reference to the manual page has ended.
The above steps S110 to S114 can be repeatedly executed during a call. Thereafter, when the call ends (Yes in S115), the call connection unit 123 updates the value of the status in the operator information storage unit 141 to “standby” for the operator related to the operator terminal 20 connected to the call. (S116). The operator associated with the operator terminal 20 connected to the call can be identified by the operator ID recorded in the call history storage unit 146 for the call ID of the call.
Subsequently, the evaluation unit 126 records an evaluation value related to the quality of the terminated call in the evaluation information storage unit 147 (S117).
FIG. 11 is a diagram illustrating a configuration example of the evaluation information storage unit. In the figure, an evaluation information storage unit 147 stores an initial evaluation value, a re-evaluation value, and the like for each call ID (that is, for each call or call). The initial evaluation value is the evaluation value recorded in step S117. In the present embodiment, the method for determining the initial evaluation value is not limited to a predetermined one. For example, the initial evaluation value may be automatically calculated based on the operator's utterance time recorded in the call information recording process. Alternatively, the manager may listen to the recorded call content and input the initial evaluation value. Note that the initial evaluation value does not necessarily have to be recorded in synchronization with the end of the call.
Next, call information recording processing started in step S109 in FIG. 6 will be described. FIG. 12 is a flowchart for explaining an example of a processing procedure of call information recording processing. The call information recording unit 124 is activated as, for example, a process for each call. Each process is assigned a call ID of a corresponding call (hereinafter referred to as “target call ID”).
In step S201, the call information recording unit 124 generates (opens) an audio file for recording the call contents. The audio file is generated in the audio information storage unit 143, for example. Subsequently, the call information recording unit 124 sets the values of the operator utterance state and the questioner utterance state to “unspoken” indicating a state where no utterance is made (S202). The operator utterance state and the questioner utterance state are variables for storing, for example, the utterance state of the operator in charge (whether or not speaking) or the utterance state of the questioner in the memory device 103.
Subsequently, the call information recording unit 124 repeatedly executes steps S204 to S206 during a call (Yes in S203).
In step S204, the call information recording unit 124 writes the call content for a predetermined time (for example, 20 milliseconds) in the audio file. The call content here is voice information including both the utterance content (voice) of the operator in charge and the utterance content (voice) of the questioner. However, the utterance content of the operator in charge and the utterance content of the questioner are recorded in stereo so that they can be distinguished.
Subsequently, the call information recording unit 124 executes processing for confirming the utterance state of the operator in charge (S205). More specifically, the utterance start time or utterance end time of the operator in charge is detected, and when the utterance end time is detected, the utterance time of the operator in charge is recorded. Subsequently, the call information recording unit 124 executes processing for confirming the utterance state of the questioner (S206). In other words, the processing similar to that in step S205 is executed regarding the utterance state of the questioner.
Steps S205 and S206 are almost instantaneous processes. Therefore, during a call, steps S204 to S206 are repeatedly executed at substantially the same cycle as the predetermined time interval consumed in step S204.
When the call information recording unit 124 detects the end of the call (call disconnection) (No in S203), the call information recording unit 124 closes the audio file (S207). Subsequently, the call information recording unit 124 records the file name and the like of the audio file in the audio information storage unit 143 (S208). Thereafter, the process of the call information recording unit 124 corresponding to the target call ID ends.
FIG. 13 is a diagram showing a configuration example of a voice information management table constituting the voice information storage unit. In the figure, a voice information management table 143T stores a call ID, a voice file name, a left channel speaker, a right channel speaker, and the like for each voice file in which voice data of recorded call contents is recorded.
The call ID is a call ID of a call related to a recorded call. The voice file name is the file name of the voice file in which the voice data of the call content is recorded. The left channel speaker is information indicating whether the voice speaker recorded in the left channel in the voice data is an operator or a questioner. The right channel speaker is information indicating whether the speaker of the voice recorded in the right channel in the voice data is an operator or a questioner.
Next, details of step S205 will be described. FIG. 14 is a flowchart for explaining an example of the processing procedure of the operator's speech state confirmation processing.
In step S211, the call information recording unit 124 acquires the maximum sound volume for the operator in charge (for example, the left channel) in the immediately preceding predetermined time (predetermined time in the immediately preceding step S204). The maximum volume of the sound may be obtained by analyzing the sound file, or may be measured and recorded in the memory device 103 at a predetermined time in step S204.
Subsequently, the call information recording unit 124 determines whether or not the maximum volume of the voice related to the operator in charge is not 0 in the predetermined time immediately before (S212). That is, the presence or absence of utterance by the operator in charge is determined. When the voice regarding the operator in charge exceeds 0 (Yes in S212), the call information recording unit 124 determines whether or not the utterance state of the operator in charge is “unspoken” (S213). If the utterance state is “not uttered” (Yes in S213), the call information recording unit 124 records the current time in the utterance history storage unit 142 as the utterance start time of the operator in charge (S214).
FIG. 15 is a diagram illustrating a configuration example of an utterance history table constituting the utterance history storage unit. In the figure, the utterance history table 142Ta stores information (start time and end time) indicating the time zone when the utterance was performed for each of the operator's utterance (operator utterance) and the questioner's utterance (questioner's utterance). . The term “utterance” as used herein refers to a unit from the start of speaking until the end of speaking. Usually, in a single call, there is conversation between the operator in charge and the questioner. Therefore, normally, for a single call, a plurality of records are registered in the utterance history table 142Ta for each of the operator and the questioner. The utterance history table 142Ta also stores an identifier (manual name and page number) of the manual page for the operator utterance related to the time zone in which the manual page is referenced. Note that the utterance history table 142T is generated for each call (for each call ID). For example, the utterance history table 142Ta in the figure relates to the call ID “0001”.
In step S214 described above, a new record regarding the operator utterance is added to the utterance history table 142Ta corresponding to the target call ID, and the current time is recorded at the utterance start time of the record (hereinafter referred to as “current record”). The
Subsequently, when the manual page is referred to by the operator in charge at the present time, the call information recording unit 124 records the identifier (manual name and page number) of the manual page in the current record (S215). That is, the operator's utterance time zone is associated with the identifier of the referenced manual page.
Whether the manual page is being referred to by the operator in charge at the present time can be determined by the reference history storage unit 145 satisfying the following two conditions. First, in the reference history storage unit 145, the last record corresponding to the target call ID is a record indicating the start of reference to the manual page. Second, the time of the record is after the incoming time of the call related to the target call ID. In the present embodiment, a record indicating the start of reference to a manual page is a record in which a manual name and page number are recorded.
The association between the operator's utterance time period and the identifier of the referenced manual page may not be executed in step S215. For example, at the end of the call, the association is performed by matching each time zone of the operator utterance included in the utterance history table 142Ta for the target call ID with the time of the record related to the target call ID in the reference history storage unit 145. May be performed.
Subsequently, the call information recording unit 124 updates the utterance state of the operator in charge to “speaking” (S216).
On the other hand, if the voice related to the operator in charge is 0 at the predetermined time immediately before (No in S212), the call information recording unit 124 determines whether or not the utterance state of the operator in charge is “speaking” (S217). ). When the utterance state is “speaking” (Yes in S217), the call information recording unit 124 records the current time in the utterance history table 142Ta corresponding to the target call ID as the utterance end time of the operator in charge ( S218). That is, in the utterance history table 142Ta, the current time is recorded at the utterance end time of the last record related to the operator utterance.
Subsequently, the call information recording unit 124 updates the utterance state of the operator in charge to “unspoken” (S219).
Next, step S206 in FIG. 12 will be described. FIG. 16 is a flowchart for explaining an example of the processing procedure of the confirmation process of the questioner's utterance state. The processing procedure of FIG. 16 is obtained by replacing “operator” in FIG. 14 with “questioner”. Therefore, the description of the figure is more obvious than the description of FIG. However, in FIG. 16, the step corresponding to step S215 (association between the operator utterance time zone and the identifier of the manual page) may not be performed.
Next, a description will be given of a processing procedure executed when the administrator confirms an initial evaluation value for a specific call and corrects the initial evaluation value.
In the administrator terminal 30, when an operator ID is designated by the administrator and an utterance history display instruction is input, the utterance history acquisition unit 32 transmits an utterance history acquisition request to the call management device 10. For example, the operator ID specified in the display instruction is specified in the acquisition request. In response to the acquisition request or the like, the call management device 10 executes the processing procedure shown in FIG.
FIG. 17 is a flowchart for explaining an example of a processing procedure of evaluation value update processing.
When the call management apparatus 10 receives an utterance history acquisition request (Yes in S301), the designated utterance history acquisition unit 127 is referred to as an operator ID (hereinafter referred to as “designated operator ID”) specified in the acquisition request. ) Is obtained from the operator information storage unit 141 (S302). Note that the name of the operator may be specified in the acquisition request instead of the operator ID. In this case, an operator ID corresponding to the name may be acquired from the operator information storage unit 141.
Subsequently, the designated utterance history obtaining unit 127 obtains an initial evaluation value related to the designated operator ID from the evaluation information storage unit 147 (FIG. 11) (S303). The initial evaluation value related to the designated operator ID refers to an initial evaluation value related to a call that is answered by an operator related to the designated operator ID (hereinafter referred to as “designated operator”). The call is a call related to a call ID (hereinafter referred to as “designated call ID”) of a record including the operator ID in the response history storage unit 146 (FIG. 8). Therefore, the initial evaluation value recorded for the designated call ID in the evaluation information storage unit 147 is the initial evaluation value for the designated operator ID. Normally, each operator is in charge of a plurality of calls during one day. Accordingly, there may be a plurality of records in which the designated operator ID is recorded in the reception history storage unit 146, that is, the designated call ID. Therefore, a plurality of initial evaluation values related to the designated operator ID can be acquired. However, the initial evaluation value to be acquired here is limited to the initial evaluation value for the designated call ID in which no reevaluation value is recorded. After such a limitation, when there are a plurality of initial evaluation values, all of the plurality of initial evaluation values may be acquired, and each initial evaluation value is the first in descending or ascending order of the incoming time of the corresponding call. An initial evaluation value may be acquired. Alternatively, a call ID or a time zone may be specified in the utterance history acquisition request. When the time zone is designated, the reception history storage unit 146 may acquire the initial evaluation value corresponding to the call ID of the record whose incoming time is included in the time zone. Hereinafter, the call ID related to the acquired initial evaluation value is referred to as “target call ID”.
Subsequently, the designated utterance history acquisition unit 127 acquires a transmission number related to the target call ID from the reception history storage unit 146 (FIG. 8) (S304).
Subsequently, the designated utterance history acquisition unit 127 acquires the utterance history table 142T related to the target call ID from the utterance history storage unit 142 (S305). Subsequently, the history output unit 129 returns a response including the name of the designated operator, the initial evaluation value regarding the target call ID, the transmission number, and the storage contents of the utterance history table 142T (that is, the utterance history) to the administrator terminal 30. (S306). The response may include a plurality of initial evaluation values and a plurality of utterance histories related to a plurality of calls handled by the designated operator.
When the administrator terminal 30 receives the response, the utterance history screen generation unit 33 of the administrator terminal 30 generates an utterance history screen for displaying the utterance history and the like included in the response. The input / output control unit 31 of the administrator terminal 30 displays the utterance history screen on the display device of the administrator terminal 30.
FIG. 18 is a diagram illustrating a display example of the utterance history screen. In the figure, an utterance history screen 510 includes an evaluation value display area 511, an utterance history display area 512, and the like.
In the evaluation value display area 511, the name of the operator and the initial evaluation value are displayed. In the utterance history display area 512, the operator utterance and the questioner utterance in the utterance history are indicated by rectangles. Rectangles o11 to o15 indicate operator utterances. The rectangles q11 to q14 indicate questioner utterances. The horizontal width of the rectangle indicates the time zone of the utterance. In the utterance history, the rectangle corresponding to the operator utterance associated with the manual page identifier (manual name and page number) is displayed with the icon indicating the page of the manual page and the manual name and page number associated with each other. Has been. For example, a manual name and page number “manual page AP10” and an icon i1 indicating the manual page are associated with the rectangles o12 and o13. The rectangle o14 is associated with a manual name and page number “manual page B P23” and an icon i2 indicating the manual page.
When utterance histories and the like are received for a plurality of calls handled by the designated operator, the utterance history screen 510 is displayed so that the respective utterance histories and the like are displayed on each sheet whose display can be switched by a tab or the like. Should be generated.
For example, when any rectangle related to the operator utterance is selected by the administrator, the utterance history acquisition unit 32 of the administrator terminal 30 transmits a related utterance history acquisition request to the call management apparatus 10. The related utterance history satisfies the related condition stored in the related condition storage unit 148 with one utterance history that is currently displayed on the utterance history screen 510 (hereinafter referred to as “target utterance history”). This is the utterance history. In the related utterance history acquisition request, a call ID related to the target utterance history and a manual name and a page number associated with the selected rectangle are specified. In the example of FIG. 18, “0001” is designated as the call ID. For example, when the rectangle o14 is selected, “manual page A” and “P10” are designated as the manual name or page number.
When the call management apparatus 10 receives a related utterance history acquisition request (Yes in S307), the related utterance history specifying unit 128 specifies an utterance history that satisfies the related conditions stored in the related condition storage unit 148 (S308). ).
FIG. 19 is a diagram illustrating a configuration example of the related condition storage unit. In the figure, a related condition storage unit 148 stores conditions constituting the related conditions. Each condition is given a condition ID, but the condition ID may not be given. The figure shows three conditions. The first condition is that the call start time is within one hour before and after. The second condition is that the calling number is the same. The condition is a condition for estimating the identity of the questioner. The third condition is that the same manual name and page number are referenced. This condition is a condition for estimating the identity of a question. That is, each operator is highly likely to refer to the same manual page for the same question. Therefore, if the same manual page is referred to, it is likely that the same question has been asked. In the present embodiment, the logical product (AND relationship) of these three conditions is the related condition.
The related utterance history specifying unit 128 specifies a related utterance history that satisfies the above-described related condition with the target utterance history, for example, as follows. First, the related utterance history specifying unit 128 acquires the call number associated with the call ID specified in the related utterance history acquisition request from the response history storage unit 146. Subsequently, the related utterance history specifying unit 128 obtains a call ID associated with the acquired call number other than the call ID specified in the related utterance history acquisition request from the response history storage unit 146. get. That is, a call ID having the same call ID as the call ID specified in the related utterance history acquisition request is acquired. When the corresponding call ID is acquired, the related utterance history specifying unit 128 acquires the utterance history table 142T corresponding to the acquired call ID from the utterance history storage unit 142. The utterance history related to the acquired utterance history table 142T is hereinafter referred to as “candidate history”. Subsequently, the related utterance history specifying unit 128 searches the utterance history storage unit 142 for the utterance history table 142T corresponding to the call ID specified in the related utterance history acquisition request. The related utterance history specifying unit 128 specifies the start time and end time of the target utterance history based on the searched utterance history table 142T. Subsequently, the related utterance history specifying unit 128 extracts, for example, candidate histories whose call time zones overlap within one hour after the specified end time or within one hour before the specified start time. Subsequently, the related utterance history specifying unit 128 uses, as the related utterance history, a candidate history including a manual name and page number that matches the manual name and page number included in the target utterance history from the extracted candidate histories. Identify.
Based on the relevant condition, the utterance history related to a call within one hour before and after from the same questioner and requiring a reference to the same manual page is specified. If the related utterance history satisfying the relevant condition is later in time than the target utterance history, it is estimated that the operator's response to the target utterance history was insufficient. This is because the questioner cannot understand the answer by the operator well in the first call and may have asked the same question again in the second call.
On the other hand, if the related utterance history satisfying the related condition is temporally earlier than the target utterance history, the operator's response to the related utterance history was insufficient due to the same logic. Guessed.
Note that “within 1 hour before and after” is an example in the first related condition. In other words, the condition only needs to specify that the call has been made within a predetermined time before and after. The time point used as the reference for the predetermined time before and after may be any time included between the start and end of the target utterance history. The first condition may include the time from the start to the end.
The existence of a questioner who asks the same question a few days later cannot be denied. Therefore, the first condition may not be added. However, as in this embodiment, by setting a condition that it is within a predetermined time, there is a possibility that the questioner can distinguish between the case where the content of the answer cannot be understood and the case where the content of the answer is forgotten. is there.
For example, when the utterance history shown in the utterance history table 142Ta shown in FIG. 10 is the target utterance history, the utterance history shown in the utterance history table 142Tb in FIG. 20 is given as an example of the related utterance history that satisfies the relevant condition. It is done.
FIG. 20 is a diagram illustrating an example of the related utterance history. In the utterance history indicated by the utterance history table 142Tb in the figure, the manual page with the manual name “B” and the page number “23” is referred to as in the utterance history in the utterance history table 142Ta. The start time of the utterance history in the utterance history table 142Tb is 10:30, and is within one hour from any time point (for example, at the start) from the start to the end of the utterance history in the utterance history table 142Tb. Note that the utterance history table 142Ta and the utterance history table 142Tb are utterance histories related to the same transmission number.
When there is no related utterance history (No in S309), the history output unit 129 returns a search result indicating that there is no related utterance history to the administrator terminal 30 (S311). On the other hand, when the related utterance history is specified, the related utterance history specifying unit 128, in the related utterance history, the operator related to the time zone in which the manual name and the page number specified in the related utterance history acquisition request are associated. An utterance (hereinafter referred to as “related utterance”) is specified (S310). For example, information indicating a related utterance (for example, flag information) is associated with the identified operator utterance.
Subsequently, the related utterance history specifying unit 128 returns a response including the related utterance history to the administrator terminal 30 (S311).
When the response is received in the administrator terminal 30, the utterance history screen generation unit 33 of the administrator terminal 30 generates a pop-up screen that displays the related utterance history included in the response. The input / output control unit 31 of the administrator terminal 30 displays the pop-up screen on the display device of the administrator terminal 30.
FIG. 21 is a diagram illustrating a display example of a pop-up screen that displays a related utterance history. In the figure, a pop-up screen 520 is displayed superimposed on the utterance history screen 510. The pop-up screen 520 includes a related utterance display area 521, a playback button 522, a correction value input area 523, an OK button 524, and the like.
In the related utterance display area 521, the operator utterance and the question utterance in the related utterance history are indicated by rectangles in the same format as the utterance history display area 512 of the utterance history screen 510. In the related utterance display area 521, the rectangles o21 and o22 corresponding to the related utterance are highlighted to indicate that they are related utterances. The cooperative display is represented by shading in the drawing. Further, the same manual name and page number as the manual name and page number associated with the rectangle o14 in the utterance history screen 510 are associated with the rectangles o21 and o22. With these display contents, the administrator can recognize that the rectangles o21 and o22 are related utterances. Therefore, the administrator can grasp the temporal position of the related utterance in the voice data of the call related to the related utterance history. In order to show the time position more clearly, the start time and end time of the related utterance may be displayed. Note that the utterance history screen generation unit 33 specifies a rectangle to be highlighted based on flag information or the like associated with the related utterance.
The play button 522 is a button for accepting an instruction to reproduce the utterance content related to the rectangle selected in the related utterance display area 521. The correction value is an area for receiving an input of a correction value for the initial evaluation value. The OK button 524 is a button for accepting a correction value application instruction. The application target of the correction value differs depending on the context of the related utterance history and the target utterance history. That is, as shown in FIG. 21, when the related utterance history is later in time, the correction value application target is a call related to the target utterance history. On the other hand, when the target utterance history is later in time, the application target of the correction value is a call related to the related utterance history.
For example, when the administrator selects the rectangle o21 or the rectangle o22 and presses the play button 522, the play control unit 34 calls the call ID related to the related utterance history and the speaker (operator or operator) corresponding to the selected rectangle. The questioner) designates the utterance time zone corresponding to the selected rectangle, and transmits the utterance reproduction request to the call management device 10.
When the call management device 10 receives an utterance reproduction request (Yes in S312), the reproduction unit 130 reads an audio file specified in the reproduction request and corresponding to the call ID (S313). The voice file can be specified based on the voice file name associated with the call ID in the voice information management table 143T (FIG. 13).
Subsequently, the playback unit 130 plays back the portion related to the time zone specified in the playback request in the audio file (S314). At this time, only the channel corresponding to the speaker designated in the reproduction request may be reproduced. The reproduced audio information is transferred to the administrator terminal 30.
The reproduction control unit 34 of the administrator terminal 30 causes the transferred audio information to be output from the speaker of the administrator terminal 30. Therefore, the administrator can confirm the content of the related utterance. As a result, the administrator can confirm and evaluate the actual call content regarding the call related to the target utterance history or the call related to the related utterance history and the handling of the operator in charge based on the content of the related utterance. . For example, it is possible to actually confirm whether or not a call related to the related utterance history is the same as a question made in the past. In addition, since the playback portion can be limited to related utterances, it is possible to improve the efficiency of the confirmation work of actual call contents.
Note that each utterance displayed in the utterance history display area 511 of the utterance history screen 510 may be similarly reproducible. By doing so, the administrator can hear and compare both the call related to the target utterance history and the call related to the related utterance history.
If the administrator determines that the correction of the initial evaluation value is necessary as a result of the reproduction of the related utterance or the like, the administrator inputs the correction value in the correction value input area 523 and presses the OK button 524. The evaluation update request unit 35 of the administrator terminal 30 transmits an evaluation value update request to the call management device 10 in response to pressing of the OK button 524. In the update request, the call ID related to the target utterance history, the call ID related to the related utterance history, the input correction value, and the like are designated.
When an update request for an evaluation value is received in the call management device 10 (Yes in S315), the evaluation update unit 131 determines the context between the target utterance history and the related utterance history in which the call ID is specified in the update request. Is determined (S316). This determination may be made based on the context of the incoming time recorded in the response history storage unit 146 for each call ID.
Subsequently, the evaluation update unit 131 records a reevaluation value in the evaluation information storage unit 147 (FIG. 11) regarding the call ID related to the previous utterance history in the context (S317). That is, in the evaluation information storage unit 147, the result of applying the correction value to the initial evaluation value recorded for the call ID is recorded as the reevaluation value for the call ID.
In the pop-up screen 520, not the correction value but the re-evaluation value may be directly input. In that case, the input value may be recorded in the evaluation information storage unit 147 as it is.
In the present embodiment, the target utterance history is earlier in time, and the correction value is “−10”. Therefore, “−10” is applied to the initial evaluation value “85” for the call ID “0001”. As a result, “75” is recorded as the reevaluation value.
The reevaluation value may be returned from the call management device 10 and reflected on the utterance history screen 510. FIG. 22 is a diagram illustrating a display example of the utterance history screen in which the reevaluation value is reflected. In FIG. 22, the same parts as those in FIG.
The reevaluation value is displayed in the evaluation value display area 511 of the utterance history screen 510 in FIG.
In the above, the example in which the initial evaluation value is updated is fixed to the call related to the previous utterance history in time. However, the initial evaluation value is not restricted by the temporal context, and the initial evaluation value is initially set for any call. The evaluation value may be updated. This is because it may be considered that the initial evaluation value regarding the later call in time is unduly low. For example, if a questioner who has called again on the same question tries to fully understand this time, he may not hang up and the call time will be longer. In this case, if the initial evaluation value is calculated to be lower as the call time becomes longer, the initial evaluation value for the second call related to the same question is unreasonably lowered.
In consideration of such a case, for example, the utterance history screen 510 may also be provided with an input area for a reevaluation value. When the re-evaluation value is input on the utterance history screen 510, the evaluation value update request unit of the administrator terminal 30 may specify the call ID related to the target utterance history and transmit an evaluation value update request. Similarly, when a re-evaluation value is input on the pop-up screen 520, an evaluation value update request may be transmitted by specifying a call ID related to the related utterance history. The evaluation update unit 131 of the call management device 10 may record a re-evaluation value for the call ID specified in the evaluation value update request.
As described above, the call management device 10 according to the present embodiment identifies calls that may be the same question from the same questioner, and information related to the identified call (such as utterance history and voice information). Is output. Accordingly, the administrator can evaluate the quality of the call in consideration of the presence of multiple calls related to the same question from the same questioner. As a result, improvement in evaluation accuracy can be expected as compared with the case where each call is evaluated independently.
In the present embodiment, an example is shown in which a call to be re-evaluated is selected by an administrator, and an utterance history that satisfies a related condition with the call is specified. A set of calls satisfying may be specified in a batch. For example, at the end of a day's work, etc., for the call ID of each record included in the response history storage unit 146, steps S302 to S311 of FIG. 17 are executed batchwise, and the utterance history satisfying the related conditions mutually A list of sets may be transmitted to the administrator terminal 30.
In addition, information for confirming commonality between calls in order to estimate the identity of questions between calls is not limited to the referenced manual page. Any information may be used as long as it is used by an operator to answer a question and the reference location may differ depending on the question. For example, the identity of questions between calls may be estimated based on the commonality of referenced FAQ information (common questions and their answers).
In the present embodiment, the related utterance history specifying unit 128 is an example of a specifying unit. The history output unit 129 is an example of an output unit. The auxiliary storage device 102 is an example of a storage unit.
As mentioned above, although the Example of this invention was explained in full detail, this invention is not limited to such specific embodiment, In the range of the summary of this invention described in the claim, various deformation | transformation * It can be changed.
DESCRIPTION OF SYMBOLS 1 Call center support system 10 Call management apparatus 20 Operator terminal 21 Input / output control part 22 Manual acquisition part 23 Reference completion notification part 24 Call communication part 25 Voice input part 26 Voice output part 30 Administrator terminal 31 Input / output control part 32 Acquisition of utterance history Unit 33 Utterance history screen generation unit 34 Playback control unit 35 Evaluation update request unit 70 Customer terminal 100 Drive device 101 Recording medium 102 Auxiliary storage device 103 Memory device 104 CPU
105 Interface device 121 Call reception unit 122 Operator determination unit 123 Call connection unit 124 Call information recording unit 125 Information search unit 126 Evaluation unit 127 Designated utterance history acquisition unit 128 Related utterance history identification unit 129 History output unit 130 Playback unit 131 Evaluation update unit 141 Operator information storage unit 142 Utterance history storage unit 143 Voice information storage unit 144 Manual information storage unit 145 Reference history storage unit 146 Response history storage unit 147 Evaluation information storage unit 148 Related condition storage unit B bus
For a call made between a questioner and an operator corresponding to the questioner, a questioner identifier for identifying the questioner and a questioner displayed in the call on the operator terminal used by the operator are used. A storage unit that associates and stores a reference information identifier for identifying the reference information.
A second call different from the first call associated with the questioner identifier and the reference information identifier by identifying the questioner identifier and the reference information identifier associated with the first call with reference to the storage unit A specific part for identifying
A call management device having an output unit that outputs information related to the first call and information related to the second call.
The storage unit stores the date and time information when the call was made in association with the call,
The identifying unit refers to the storage unit and identifies the second call associated with date / time information included in a predetermined range from date / time information stored in the storage unit with respect to the first call. The call management device according to claim 1.
The storage unit stores, for each call, a time when the reference information is referred to in association with the reference information identifier;
The output unit includes a first time stored in the storage unit with respect to the first call, and a second time for the reference information identifier associated with both the first call and the second call. The call management device according to claim 1, wherein the second time stored in the storage unit is output with respect to the call .
The storage unit stores voice data for each call,
4. The call management according to claim 3, further comprising: a reproduction unit that reproduces a portion related to the first time in the audio data of the first call or a portion related to the second time in the audio data of the second call. apparatus.
For a call made between a questioner and an operator corresponding to the questioner, a questioner identifier for identifying the questioner and a questioner displayed in the call on the operator terminal used by the operator are used. The storage unit storing the reference information identifier for identifying the reference information is referenced, the questioner identifier and the reference information identifier associated with the first call are specified, and the queryer identifier and the reference information identifier are associated with each other. Identify a second call different from the first call made,
A call management method in which a computer executes a process of outputting information related to the first call and information related to the second call.
A call management program for causing a computer to execute a process of outputting information related to the first call and information related to the second call.
JP2013504490A 2011-03-17 2011-03-17 Call management device, call management method, and program Expired - Fee Related JP5610059B2 (en)
PCT/JP2011/056456 WO2012124116A1 (en) 2011-03-17 2011-03-17 Call management device, call management method, and program
JPWO2012124116A1 JPWO2012124116A1 (en) 2014-07-17
JP5610059B2 true JP5610059B2 (en) 2014-10-22
ID=46830243
JP2013504490A Expired - Fee Related JP5610059B2 (en) 2011-03-17 2011-03-17 Call management device, call management method, and program
US (1) US20140010360A1 (en)
JP (1) JP5610059B2 (en)
CN (1) CN103430520B (en)
WO (1) WO2012124116A1 (en)
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2011-03-17 JP JP2013504490A patent/JP5610059B2/en not_active Expired - Fee Related
2011-03-17 WO PCT/JP2011/056456 patent/WO2012124116A1/en active Application Filing
2013-09-04 US US14/018,182 patent/US20140010360A1/en not_active Abandoned
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