Call center server, control program therefor, and call center system

Abstract

To reduce load bias between operators of a call center.SOLUTION: The present invention provides a call center server for managing a plurality of operator terminals. The call center server includes: a voice data acquisition part configured to acquire voice data of an operator using an operator terminal from each operator terminal; a voice data transmission part that transmits the acquired voice data to a fatigue degree analysis device; a fatigue degree acquisition part that acquires a fatigue degree of each operator calculated by a fatigue degree analysis device from the fatigue degree analysis device; and a response order determination part that determines a response order of the operators based on the fatigue degree acquired for each operator and a waiting time of each operator.SELECTED DRAWING: Figure 3

Description

[Technical Field]

[0001] The present disclosure relates to a call center server, a control program therefor, and a call center system. [Background technology]

[0002] When a call comes in to a call center, conventionally, an operator is selected to handle the call based on the waiting time and the number of times the call has been handled.

[0003] Furthermore, Patent Document 1, cited below, describes a call center system that allocates calls from specific customers who place a great deal of stress on the operators to supervisors or experienced operators. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Japanese Patent Application Laid-Open No. 2012-195863 Summary of the Invention [Problem to be solved by the invention]

[0005] The following analysis was carried out by the inventors.

[0006] However, when selecting an operator based on waiting time or number of responses, or when allocating calls from specific customers to supervisors, etc., there is a tendency for specific operators or supervisors to receive a series of difficult inquiries, resulting in an imbalance in the workload among operators.

[0007] Furthermore, when highly fatigued operators respond to calls, the quality of the response may decline, customers may not be able to receive the answers they expect, or the response may take longer than expected.

[0008] An object of the present disclosure is to provide a call center server, its control program, and a call center system that contribute to reducing the imbalance in the load among agents. [Means for solving the problem]

[0009] According to a first aspect of the present disclosure, there is provided a call center server that manages a plurality of operator terminals, the call center server comprising: a voice data acquisition unit that acquires, from each operator terminal, voice data of the operator using the operator terminal; a voice data transmission unit that transmits the acquired voice data to the fatigue level analysis device; a fatigue level acquisition unit that acquires the fatigue level of each operator calculated by the fatigue level analysis device from the fatigue level analysis device; and A response order determination unit that determines the response order of agents based on the fatigue level acquired for each agent and their waiting time. Includes: A second aspect of the present disclosure provides a control program for a call center server that manages a plurality of operator terminals. The control program is configured to The call center server acquires voice data of the operator using each operator terminal from the operator terminal; The call center server transmits the acquired voice data to a fatigue level analysis device. The call center server acquires the fatigue level of each agent calculated by the fatigue level analysis device from the fatigue level analysis device; and The call center server determines the order in which the operators respond based on the fatigue level acquired for each operator and the waiting time of each operator. Execute the following. According to a third aspect of the present disclosure, The call center server of the present disclosure; A plurality of operator terminals connected to the call center server; and A fatigue level analysis device that acquires voice data from the call center server, calculates a fatigue level based on the voice data, and transmits the fatigue level to the call center server. A call center system is provided, including: [Effects of the Invention]

[0010] The present disclosure and each of its aspects can contribute to reducing the imbalance in workload among agents in a call center. [Brief explanation of the drawings]

[0011] [Figure 1] 1 is a block diagram of an example of the configuration of a call center system 10 according to the present disclosure. [Figure 2] FIG. 2 is a block diagram showing an example of the configuration of a call center server 12 according to the present disclosure. [Figure 3] 10 is a flowchart of a first example of a procedure for determining an agent response order according to the present disclosure. [Figure 4] 10 is an example of a fatigue level table used in the first example. [Figure 5] 10 is a flowchart of a second example of a procedure for determining an agent response order according to the present disclosure. [Figure 6] 10A and 10B are examples of a fatigue level table (A) and a fatigue level rank table (B) used in the second example. [Figure 7] 10 is an example of a fatigue level table used in the third example of the procedure for determining the order of handling of agents according to the present disclosure. [Figure 8] FIG. 2 is a sequence diagram of an example of the overall operation of the call center system according to the present disclosure. [Figure 9] FIG. 1 is a block diagram illustrating an example of a configuration of hardware resources. DETAILED DESCRIPTION OF THE INVENTION

[0012] Preferred embodiments of the present disclosure will be described below, but the present disclosure is not limited thereto. (Mode 1) See the first aspect of this disclosure above. (Mode 2) In the call center server according to Mode 1, The response order determination unit, when there is a fatigue level equal to or lower than a first high fatigue level threshold, determines the response order of the agents having the fatigue level in descending order of standby time, and when there is no fatigue level equal to or lower than the first high fatigue level threshold but there is a fatigue level exceeding the first high fatigue level threshold, determines the response order of the agents having the fatigue level in descending order of standby time. is preferred. (Mode 3) In the call center server according to Mode 2, When a fatigue level exceeds a second high fatigue level threshold, the response order determination unit determines the response order by excluding the agent having the fatigue level until a predetermined time has elapsed. is preferred. (Mode 4) In the call center server according to Mode 1, The response order determination unit determines a fatigue level rank from the acquired fatigue level, and determines the response order of the agents based on the fatigue level rank and standby time determined for each agent. is preferred. (Mode 5) See the second aspect of the present disclosure above. (Mode 6) In the control program according to Mode 5, The control program is configured to The call center server compares the fatigue level of each agent with a first high fatigue level threshold; When a fatigue level equal to or lower than a first high fatigue level threshold exists, the call center server determines the order of response for the agents having the fatigue level in descending order of waiting time; and When there is no fatigue level below the first high fatigue level threshold but there is a fatigue level above the first high fatigue level threshold, the call center server determines the order of response for the agents with the relevant fatigue levels in descending order of waiting time. To execute is preferred. (Mode 7) In the control program according to Mode 6, The control program is configured to When a fatigue level exceeds a second high fatigue level threshold, the call center server excludes the operator having the fatigue level and determines the order of responses until a predetermined time has elapsed. To execute is preferred. (Embodiment 8) In the control program according to embodiment 5, The control program is configured to The call center server determines a fatigue rank for each agent based on the fatigue level of the agent; and The call center server, A process for determining the order in which agents respond to calls based on the fatigue level rank and waiting time determined for each agent. To execute is preferred. (Mode 9) See the third aspect of this disclosure above. (Mode 10) In the call center system according to Mode 9, the call center system further includes a switch connected to the call center server; The exchange allows calls to be received by the operator terminal in accordance with the response order determined by the call center server. is preferred.

[0013] In this disclosure, the terms "first," "second," and "third" are used merely to distinguish between related items, and are not intended to determine the order or relative importance of the items, or to deny the inclusion of an item such as "fourth." Also, in this disclosure, when the "first high fatigue threshold" and the "second high fatigue threshold" are specified numerically, they may be the same value or different values.

[0014] Furthermore, in the present disclosure, the terms "less than" and "greater than" can also be interpreted as "less than" and "greater than or equal to," respectively.

[0015] An outline of the present disclosure will be described below. Note that the reference numerals in the drawings attached to this outline are intended solely to facilitate understanding of the present disclosure and are not intended to limit the present disclosure to the illustrated embodiments. Furthermore, connecting lines between blocks in each drawing include both bidirectional and unidirectional lines. Unidirectional arrows are used to schematically indicate the flow of signals, information, data, etc., and do not exclude bidirectionality. Furthermore, connections between blocks in each drawing can be either wired or wireless.

[0016] Furthermore, the present disclosure may be embodied as a computer-executable program, which may be recorded on a computer-readable, non-transitory storage medium. That is, the present disclosure may also be embodied as a computer program product. The program is input to a computer device via an input device or externally via a communication interface, stored in a storage device, and causes a processor to execute predetermined steps or processes. The program may display the processing results, including intermediate states as needed, at each stage on a display device. Alternatively, the program may communicate with internal or external devices (including computers) via the communication interface, whether wired or wireless. For example, a computer device for this purpose typically includes a processor, a storage device, an input device, a communication interface, and, if necessary, a display device, all of which are connectable via a bus.

[0017] Furthermore, in the following description and drawings, elements having the same or common functions are designated with the same drawing reference numerals.

[0018] (An example of a call center system 10) FIG. 1 shows a block diagram of an example of the configuration of a call center system 10 according to the present disclosure.

[0019] The call center system 10 includes a switchboard 11, a call center server 12, a fatigue level analysis device 13, and a plurality of operator terminals 14a to 14n (n is a positive integer of 2 or more) used by operators. In this example, the switchboard 11, the call center server 12, the fatigue level analysis device 13, and the operator terminals 14a to 14n are connected to a network. In the following, all or at least one of the operator terminals 14a to 14n will be simply referred to as the operator terminal 14, unless a specific individual explanation is required.

[0020] The call center system 10 can also be configured as an on-premise CTI (Computer Telephony Integration) system in which the call center server 12 and the like are installed within a company or the like, or as a cloud-based CTI system in which the call center server 12 and the like are installed on the cloud. Furthermore, when the call center system 10 is configured as a cloud-based CTI system in particular, at least some of the operator terminals 14 can also be installed outside the company or the like, for example, in the home of the operator.

[0021] The exchange 11 is a telephone exchange (PBX: Private Branch eXchange) that controls connections between outside lines and extensions and connections between extensions, and can be configured as an on-premise PBX or a cloud PBX depending on the configuration of the call center system 10.

[0022] The exchange 11 further has the function of establishing a call path between a customer's communication terminal (such as a telephone terminal) and a specific operator's operator terminal 14 in response to instructions from the call center server 12, and a voice path between the call center server 12 and a specific operator's operator terminal 14.

[0023] The call center server 12 has functions necessary for the operation of a call center, such as the function of distributing incoming calls from customers to the operator terminal 14, the function of identifying the customer from the caller's telephone number and displaying the customer information on the client PC (personal computer) of the operator terminal 14, etc.

[0024] The call center server 12 further has functions such as transmitting voice data to the fatigue level analysis device 13 and acquiring and storing the fatigue level from the fatigue level analysis device 13 in accordance with the present disclosure.

[0025] The call center server 12 can also be configured as an on-premise server or a cloud server depending on the configuration of the call center system 10.

[0026] The fatigue level analysis device 13 has the functions of receiving the operator's voice data from the call center server 12, analyzing the received voice data and calculating (or determining) the fatigue level, and transmitting the calculated fatigue level to the call center server 12.

[0027] The fatigue level analysis device 13 processes the operator's voice using, for example, a fatigue level analysis engine, and can determine the degree of fatigue by quantifying the objective or actual state of fatigue or feeling of fatigue expressed in the operator's voice.

[0028] In this example, the fatigue analysis engine used by the fatigue analysis device 13 directly calculates the "fatigue feeling" of an operator as a "fatigue value" ranging from 0 to 1000, but there is an inverse correlation between the "fatigue feeling" and the "fatigue value." That is, the stronger the actual "fatigue feeling," the smaller the "fatigue value" (closer to 0), and the weaker the actual "fatigue feeling," the larger the "fatigue value" (closer to 1000). Therefore, in this example, the "fatigue level" used as an index for determining the order in which agents respond is calculated as "fatigue level" = 1000 - "fatigue value." Therefore, in this example, the "fatigue level" is expressed as 0 to 1000, but the smaller the "fatigue level" (closer to 0), the weaker the actual "fatigue feeling," and the stronger the actual "fatigue feeling" (closer to 1000). This calculation can be performed by the fatigue level analysis device 13 itself, or by the call center server 12 that receives the “fatigue value” from the fatigue level analysis device 13.

[0029] In the present disclosure, the fatigue analysis engine used by the fatigue analysis device 13 can also directly calculate the "fatigue level." Furthermore, the range of "0 to 1000" for the "fatigue level" or "fatigue value" is merely an example and is not limited to this. Furthermore, the calculation method for the "fatigue level" or "fatigue value" may be different from this example.

[0030] The fatigue level analysis device 13 can also be configured as an on-premise device (or server) or a cloud device (or server) depending on the configuration of the call center system 10.

[0031] In this example, the fatigue analysis device 13 is configured as a device separate from the call center server 12, but it can also be embodied as software or a program, and can also be configured as part (hardware) or a function (software) of the call center server 12.

[0032] The operator terminal 14 may include, for example, a client PC with a telephone function, a headset, and an application that works in conjunction with a call center server.

[0033] (An example of the call center server 12) FIG. 2 is a block diagram showing an example of the configuration of the call center server 12 according to the present disclosure.

[0034] The call center server 12 includes a voice data acquisition unit 12a, a voice data transmission unit 12b, a fatigue level acquisition unit 12c, and a response order determination unit 12d, and further includes a storage unit 12e and a control unit 12f.

[0035] The voice data acquisition unit 12 a mainly has a function of acquiring voice data of the operator using each operator terminal 14 from the operator terminal 14 via the voice path established by the exchange 11 .

[0036] The method and timing of voice data acquisition by the voice data acquisition unit 12a can be various. For example, in order to obtain an initial value of each agent's fatigue level, the voice data acquisition unit 12a can acquire voice data through an extension call with each agent (via the exchange 11) when each agent starts work, and then acquire voice data through extension calls periodically or at any time intervals. Furthermore, the voice data acquisition unit 12a can also acquire voice data, for example, at least once during each agent's call with a customer or after the call ends. Furthermore, the device used to acquire the agent's voice data may be a device other than the operator terminal, such as an operator's information terminal (smartphone) equipped with an appropriate application.

[0037] The voice data transmitting unit 12b mainly has a function of transmitting the voice data acquired by the voice data acquiring unit 12a to the fatigue level analyzing device 13.

[0038] The fatigue level acquiring unit 12c mainly has a function of acquiring from the fatigue level analyzing device 13 the fatigue level of each operator calculated by the fatigue level analyzing device 13.

[0039] The serving order determination unit 12d mainly has a function of determining the serving order of the agents based on the fatigue level of each agent acquired from the fatigue level analysis device 13 and the waiting time of each agent. The method of determining the serving order will be described later.

[0040] The standby time of the operators used by the response order determination unit 12d when determining the response order is, for example, the standby time when a call is received from a customer at the call center, particularly at the time of the call.

[0041] The storage unit 12e mainly has a function of storing the fatigue level and standby time of each operator using each operator terminal 14, which are calculated by the fatigue level analysis device 13, in association with the operator. The storage unit 12e stores, for example, the fatigue level and standby time in the form of a table.

[0042] The control unit 12f is configured to mainly control the operations of the voice data acquisition unit 12a, the voice data transmission unit 12b, the fatigue level acquisition unit 12c, the response order determination unit 12d, and the storage unit 12e.

[0043] (First example of procedure for determining the order of service) 3 is a flowchart showing a first example of a procedure for determining the response order of the agents by the call center server 12. In this example, the call center server 12 determines the response order based on the fatigue level and the waiting time.

[0044] First, when the call center server 12 receives an incoming call from a customer, it compares the fatigue level of the waiting agent stored in the fatigue level table (see Figure 4) in the memory unit 12e with the first high fatigue level threshold (abbreviated as "first threshold" in Figure 3) (step 1; hereinafter, "step" may be abbreviated as "S").

[0045] If there are any agents whose fatigue level is equal to or lower than the first high fatigue level threshold (YES), the call center server 12 determines the order of response for the agents whose fatigue level is equal to or lower than the first high fatigue level threshold (S2). These agents are also referred to as "priority operators."

[0046] After the above process, the call center server 12 determines whether or not there are still any agents in the fatigue level table whose fatigue level exceeds the first high fatigue level threshold (S3). If such an agent exists (YES), the call center server 12 determines the response order of the agents whose fatigue level exceeds the first high fatigue level threshold as the agents who should respond after the priority agent (sometimes called "second priority agents") in descending order of waiting time (S4). If there are no such agents (NO), the process ends.

[0047] In this way, the call center server 12 determines the operator to attend to the call in the order of "higher priority operator" and "lower priority operator" and in accordance with the priority of the operators belonging to each order.

[0048] Thus, since an agent who feels fatigued beyond a certain level will respond less frequently, this example can contribute to reducing the imbalance in workload among agents.

[0049] After S2, the call center server 12 may immediately determine the operator with the highest priority as the operator to handle the call without performing the process of S3.

[0050] On the other hand, if there is no agent with a fatigue level equal to or lower than the first high fatigue level threshold in S1 (NO), the call center server 12 determines whether there is a fatigue level exceeding the first high fatigue level threshold in the fatigue level table (S5), and if there is an agent with that fatigue level (YES), determines the order in which those agents will answer the call in descending order of waiting time (S6), and determines the agent to answer the call according to that order. This makes it possible to avoid a situation where there is no agent to answer the call even if there is no agent with a low level of fatigue.

[0051] If there is no agent with the fatigue level in question (that is, there is no standby agent) in S5 (NO), the call center server 12 ends the process without determining an agent to handle the call.

[0052] A specific example of the procedure for determining the order of responses will be described below with reference to FIG.

[0053] In this example, when a call is received at the call center, five operators 1 to 5 are on standby, each with the standby time and fatigue level shown in the figure, and a first high fatigue level threshold is set for each of them. Note that in this example, the same first high fatigue level threshold (700) is set for operators 1 to 5, but the first high fatigue level threshold may be a different value for each operator.

[0054] The waiting time can be updated every moment, but can also be reset (to 0 seconds) when the operator starts answering a call and start counting up again after the call ends.Furthermore, the fatigue level can be updated according to a predetermined method, as described above.

[0055] First, when the call center server 12 receives an incoming call from a customer, it compares the fatigue levels stored in the fatigue level table with the first high fatigue level threshold for the agents 1 to 5 (S1).

[0056] Next, the call center server 12 selects operators 1, 2, and 4 whose fatigue levels are equal to or lower than the first high fatigue level threshold as priority operators, and determines the order of response for these operators in descending order of waiting time, in this case operator 4, operator 2, and operator 1 (S2).

[0057] After the above processing, since the fatigue level table contains lower-ranked operators whose fatigue levels (areas surrounded by dashed lines) are greater than the first high fatigue level threshold (S3), the call center server 12 determines the order of response for these operators in descending order of waiting time, in this case Operator 5 and Operator 3 (S4).

[0058] Thus, in this example, the response order (incoming call priority) is determined in the order of operator 4, operator 2, operator 1, operator 5, and operator 3.

[0059] In S1, for example, if all the fatigue levels stored in the fatigue level table are above the first high fatigue level threshold (700), the response order is determined for operators 1 to 5 in descending order of waiting time. In this case, the response order (incoming call priority) is operator 4, operator 2, operator 5, operator 3, and operator 1.

[0060] (Second example of procedure for determining the order of service) 5 is a flowchart of a second example of the procedure for determining the response order of the agents by the call center server 12. In this example, the call center server 12 determines the response order based on fatigue level rank and waiting time.

[0061] First, when the call center server 12 receives an incoming call from a customer, it refers to the fatigue level rank table (see Figure 6) stored in the memory unit 12e for the waiting operator and determines the fatigue level rank from the fatigue level stored in the fatigue level table (see Figure 6) of the memory unit 12e (S10).

[0062] Next, the call center server 12 multiplies the fatigue level rank and the waiting time for each agent (S20).

[0063] Then, the call center server 12 determines the order of responses in descending order of the calculated value of multiplying the fatigue level rank by the waiting time (S30).

[0064] Thus, the standby time increases in accordance with the degree of fatigue, and tired operators respond less frequently, so this example can contribute to reducing the imbalance in workload among operators.

[0065] A specific example of the procedure for determining the response order will be described below with reference to FIG.

[0066] In this example, five operators 1 to 5 are on standby when an incoming call is received at the call center, and each has the standby time and fatigue level shown in the fatigue level table of FIG. 6(A).

[0067] In this example, the waiting time can be updated every moment, but it can also be reset (to 0 seconds) when the operator starts answering a call and start counting up again after the call ends.Furthermore, the fatigue level can be updated according to a predetermined method, as described above.

[0068] First, when the call center server 12 receives an incoming call from a customer, it refers to the fatigue level rank table (FIG. 6(B)) stored in the memory unit 12e for each of the standby agents 1 to 5, and determines the fatigue level rank from the fatigue levels stored in the fatigue level table (FIG. 6(A)) of the memory unit 12e (S10). Note that the numerical values ​​of the fatigue levels and fatigue level ranks in the fatigue level rank table are merely examples and are not limited to the numerical values ​​shown in the figure.

[0069] Next, the call center server 12 multiplies the fatigue level rank by the waiting time for each of the agents 1 to 5 (S20), and stores the calculated value as the fatigue level rank reference result in the fatigue level rank table.

[0070] Then, the call center server 12 determines the order of response for the agents 1 to 5 in descending order of the calculated value of multiplying the fatigue level rank by the waiting time (S30).

[0071] Thus, in this example, the response order (incoming call priority) is determined in the order of operator 4, operator 2, operator 1, operator 5, and operator 3.

[0072] (Third example of procedure for determining the order of service) In this example, when a call comes in from a customer, the call center server 12 compares the fatigue levels of the waiting agents stored in the fatigue level table (see Figure 7) in the memory unit 12e with the second high fatigue level threshold, excludes agents with fatigue levels exceeding the second high fatigue level threshold from the agents who should be on standby, and determines the order in which the remaining waiting agents will respond to the call, in order of longest waiting time, as in the first example above.

[0073] Thus, this example can contribute to the recovery of a fatigued operator by temporarily excluding the operator from handling calls.

[0074] A specific example of the procedure for determining the order of service will be described below with reference to FIG.

[0075] In this example, when a call is received at the call center, five operators 1 to 5 are on standby, each with the standby time and fatigue level shown in the figure, and a second high fatigue level threshold is set for each of them. Note that in this example, the same second high fatigue level threshold (700) is set for operators 1 to 5, but the second high fatigue level threshold may be a different value for each operator.

[0076] In this example, the waiting time can be updated every moment, but it can also be reset (to 0 seconds) when the operator starts answering a call and start counting up again after the call ends.Furthermore, the fatigue level can be updated according to a predetermined method, as described above.

[0077] First, when the call center server 12 receives an incoming call from a customer, it compares the fatigue level stored in the fatigue level table with the second high fatigue level threshold for each of the agents 1 to 5.

[0078] Then, the call center server 12 excludes the operators 3 and 5, whose fatigue levels exceed the second high fatigue level threshold, from the operators who should be on standby, and determines the order of the remaining waiting operators 1, 2, and 4 to respond to calls in the order of longest waiting time, in this case Operator 4, Operator 2, and Operator 1, as in the first example above.

[0079] On the other hand, after the maximum high fatigue waiting time (300 seconds in the illustrated example) has elapsed for operators 3 and 5 who have been excluded from answering calls, the call center server 12 resets their fatigue levels and makes them the subjects for determining the answering order (i.e., operators 3 and 5 return to answering calls).

[0080] By resetting the fatigue level, the fatigue level is set to at least less than the second high fatigue level threshold, but can be set to 0, for example.

[0081] Furthermore, although the second high fatigue level threshold is the same value (700) for all operators 1 to 5 in FIG. 7, it may be a different value for each operator.

[0082] It is also possible to carry out the second example above for operators other than the operators who are highly fatigued and who are excluded in this example.

[0083] Furthermore, by setting the second high fatigue threshold to a value greater than the first high fatigue threshold (for example, the first high fatigue threshold 700 and the second high fatigue threshold 800), it is possible to implement the first example above for operators other than those with particularly strong fatigue symptoms who are excluded by this example.

[0084] Furthermore, by setting the second high fatigue threshold to a value smaller than the first high fatigue threshold (for example, the first high fatigue threshold is 700 and the second high fatigue threshold is 500), this example makes it possible to exclude inexperienced operators from answering calls when they are relatively less tired, and to perform the first example (or the second example) described above for the remaining operators.

[0085] (More examples) When there is an agent whose fatigue level exceeds the first high fatigue level threshold or the second high fatigue level threshold, the call center server 12 may notify the presence of the agent to the communication terminal of the call center manager or supervisor. This allows the manager or supervisor to take action to help the fatigued agent recover from fatigue by having the fatigued agent take a break or by talking to the agent. Furthermore, when this conversation is conducted over the telephone, the call center server 12 can obtain the agent's voice data via the voice path to determine the fatigue level and update the fatigue level accordingly.

[0086] (An example of the overall operation of the call center system 10) FIG. 8 shows a sequence diagram of an example of the overall operation of the call center system 10.

[0087] First, the operator logs in to the operator terminal 14 using, for example, a user ID and password. If the login is successful, the call center server 12 and the operator terminal 14 (more specifically, an application linked to the call center server 12) are connected, and the operator can start call center work (S100). After this login, the call center server 12 can also acquire the voice data of the operator via the operator terminal 14, etc., calculate the fatigue level, and store it as an initial value.

[0088] When a call is received from a customer, the exchange 11 notifies the call center server 12 of the call together with the caller's telephone number (S200).

[0089] The call center server 12 determines an operator to handle the call (see above for the procedure for determining an operator), and notifies the operator terminal 14 (S300).

[0090] When the operator responds (S400), the call center server 12 instructs the exchange 11 to connect the call path and the voice path, and the customer and the operator are connected so that they can communicate (S500).

[0091] The call center server 12 is also connected to an operator via a voice path (S600). At this time, customer information may be displayed on the operator terminal 14.

[0092] The call center server 12 transmits the voice data to the fatigue level analysis device 13 (S700).

[0093] The fatigue level analysis device 13 analyzes the received voice data, calculates the fatigue level, and notifies the call center server (S800).

[0094] The call center server 12 stores the acquired fatigue level in association with the operator (S900).

[0095] When the operator finishes talking to the customer, the call center server 12 instructs the disconnection of the call path and the voice path (S1000).

[0096] The call center server 12 can also periodically acquire the fatigue level during a call between the customer and the operator, or can also acquire the fatigue level after the call ends.

[0097] The server according to each of the above examples and modes can be configured by so-called hardware resources (information processing device, computer), and can have the configuration shown in Fig. 9. For example, the hardware resource 1000 includes a processor 1001, a memory 1002, a network interface 1003, etc., which are interconnected by an internal bus 1004.

[0098] However, the configuration shown in Fig. 9 is not intended to limit the hardware configuration of the hardware resource 1000. The hardware resource 1000 may include hardware (e.g., an input / output interface) that is not shown. Furthermore, the number of units such as the processor 1001 included in the device is not intended to be limited to the example shown in Fig. 9, and for example, multiple processors 1001 may be included in the hardware resource 1000. The processor 1001 may be, for example, a central processing unit (CPU), a microprocessor unit (MPU), a graphics processing unit (GPU), or the like.

[0099] The memory 1002 may be, for example, a random access memory (RAM), a read only memory (ROM), a hard disk drive (HDD), or a solid state drive (SSD).

[0100] The network interface 1003 may be, for example, a LAN (Local Area Network) card, a network adapter, a network interface card, or the like.

[0101] The functions of the hardware resource 1000 are realized by the processing module described above. The processing module is realized, for example, by the processor 1001 executing a program stored in the memory 1002. The program can be updated by downloading it over a network or by using a storage medium storing the program. Furthermore, the processing module may be realized by a semiconductor chip. In other words, it is sufficient that the functions performed by the processing module can be realized by executing software on some kind of hardware.

[0102] For fatigue analysis, please refer to the following documents, the disclosure contents of which are incorporated herein by reference. Patent No. 4989618 (Chaos Theoretic Index Value Calculation System) Patent No. 5812265 (Autonomic Nervous System Evaluation System) Patent No. 4317898 (Chaos Theoretic Index Value Calculation System) Patent No. 4500955 (cerebral evaluation device) "Brain Function Model Considered from Speech Analysis," Kakuichi Shiomi, Journal of Kansei Engineering Research, Vol. 4, 2004 "Evaluation of Mental and Physical State by Chaos-Based Speech Analysis," Journal of the Japan Society of Navigation, "NAVIGATION," vol. 190, 2014 "Chaos-theoretic Speech Evaluation Technology," Kakuichi Shiomi, Ergonomics Society, Vol. 51 "Robust Speech Signal Features for Auditory Effects," Ergonomics Society, 2020 (co-authored by Shiomi and NECPF) "Investigation Results on Individual Differences in Arousal Assessment Features Defined in Speech Signals," Ergonomics Society, 2020 ·“Voice Processing Technique for Human Cerebral Activity Measurement”, Kakuichi Shiomi, IEEE Conference on System SMC-2008 Singapore ·“Experimental Results of Measuring Human Fatigue by Utilizing Uttered Voice Processing”, Kakuichi Shiomi, Kiyoshi Sato et. Al., 2008 IEEE Conference on System ·“Chaotic Voice Analysis Method for Human Performance Monitoring”, Kakuichi Shiomi, ESREL 2009 Annual Conference of the European Safety and Reliability Association, 2009

[0103] Some or all of the above embodiments can be described as, but are not limited to, the following supplementary notes. [Appendix 1] A call center server that manages multiple operator terminals. a voice data acquisition unit that acquires, from each operator terminal, voice data of the operator using the operator terminal; A voice data transmission unit that transmits the acquired voice data to a fatigue analysis device [particularly connected to the call center server]; a fatigue level acquisition unit that acquires the fatigue level of each operator calculated by the fatigue level analysis device from the fatigue level analysis device; and A response order determination unit that determines the response order of agents based on the fatigue level obtained for each agent and the waiting time of each agent [particularly when receiving an incoming call from a customer]. Includes: [Supplementary Note 1a] The call center server further includes a storage unit that stores the fatigue level and standby time of each operator who uses each operator terminal. [Appendix 2] In the above call center server, When there is a fatigue level equal to or lower than a first high fatigue level threshold, the response order determination unit determines the response order of the agents having the fatigue level in descending order of standby time. [Appendix 2a] In the above call center server, When there is a fatigue level below the first high fatigue threshold and there is also a fatigue level above the first high fatigue threshold, the response order determination unit determines the response order of operators with fatigue levels above the first high fatigue threshold in order of longest waiting time, as operators who should respond after operators with fatigue levels below the first high fatigue threshold. [Appendix 2b] In the above call center server, When there are no fatigue levels below the first high fatigue threshold but there are fatigue levels above the first high fatigue threshold, the response order determination unit determines the response order for the agents with those fatigue levels in descending order of waiting time. [Appendix 3] In the above call center server, When a fatigue level exceeding a second high fatigue level threshold exists, the response order determination unit determines the response order while excluding the agent having the fatigue level until a predetermined time has elapsed. [Appendix 4] In the above call center server, The response order determination unit determines a fatigue level rank from the acquired fatigue level, and determines the response order of the agents based on the fatigue level rank and standby time determined for each agent. [Appendix 5] A control program for a call center server that manages multiple operator terminals. The control program is configured to The call center server acquires voice data of the operator using each operator terminal from the operator terminal; The call center server transmits the acquired voice data to a fatigue analysis device [particularly connected to the call center server]; The call center server acquires the fatigue level of each agent calculated by the fatigue level analysis device from the fatigue level analysis device; and The call center server determines the order in which the operators respond based on the fatigue level acquired for each operator and the waiting time of each operator [particularly when receiving an incoming call from a customer]. Execute the following. [Appendix 5a] In the above control program, The control program is configured to A process in which the call center server updates the fatigue level and waiting time of each operator using each operator terminal stored in the call center server. Execute the following. [Appendix 6] In the above control program, The control program is configured to The call center server compares the fatigue level of each of the standby agents with a first high fatigue level threshold; The call center server determines the order of response for the operators with a fatigue level equal to or lower than a first high fatigue level threshold in order of the longest waiting time. Execute the following. [Appendix 6a] In the above control program, The control program is configured to When a fatigue level equal to or less than a first high fatigue level threshold exists and a fatigue level exceeding the first high fatigue level threshold exists, the call center server determines the order of response of the operators having a fatigue level exceeding the first high fatigue level threshold in descending order of waiting time as the operators who should respond after the operators having a fatigue level equal to or less than the first high fatigue level threshold. Execute the following. [Appendix 6b] In the above control program, The control program is configured to The call center server determines the order of response for the agents having the fatigue levels in descending order of waiting time when there are no agents having a fatigue level equal to or lower than the first high fatigue level threshold but there are agents having a fatigue level exceeding the first high fatigue level threshold. Execute the following. [Appendix 7] In the above control program, The control program is configured to When a fatigue level exceeds a second high fatigue level threshold, the call center server excludes the operator having the fatigue level and determines the order of responses until a predetermined time has elapsed. Execute the following. [Appendix 8] In the above control program, The control program is configured to The call center server determines a fatigue level rank for each of the standby agents based on their fatigue level; and The call center server determines the order in which the operators respond based on the fatigue level rank and waiting time determined for each operator. Execute the following. [Appendix 9] Call center system. The call center system The call center server mentioned above, A plurality of operator terminals connected to the call center server; and A fatigue level analysis device that acquires voice data from the call center server, calculates a fatigue level based on the voice data, and transmits the fatigue level to the call center server. Includes: [Appendix 10] In the above call center system, The call center system further includes a switch connected to the call center server; The exchange allows calls to be received at an operator terminal in accordance with the response order determined by the call center server. [Appendix 11] A method for determining the order of responses of operators in a call center system that manages a plurality of operator terminals. The call center system includes a call center server and a fatigue level analysis device. The method comprises: The call center server acquires, from each operator terminal, voice data of the operator using the operator terminal; the call center server transmitting the acquired voice data to a fatigue analysis device [particularly connected to the call center server]; The call center server acquires the fatigue level of each agent calculated by the fatigue level analysis device from the fatigue level analysis device; and The call center server determines the order in which the operators respond based on the fatigue level acquired for each operator and the waiting time of each operator [particularly when receiving an incoming call from a customer]. Includes: [Appendix 11a] The above method is a step in which the call center server updates the fatigue level and waiting time of each operator using each operator terminal stored in the call center server; Further includes: [Appendix 12] The above method is the call center server comparing the fatigue level of each of the on-call agents with a first high fatigue level threshold; The call center server determines the order of response for the agents having a fatigue level equal to or lower than a first high fatigue level threshold in descending order of waiting time when the fatigue level is equal to or lower than the first high fatigue level threshold. Further includes: [Appendix 12a] The above method is When there is a fatigue level equal to or less than a first high fatigue level threshold and there is also a fatigue level exceeding the first high fatigue level threshold, the call center server determines an order of response for the operators having a fatigue level exceeding the first high fatigue level threshold in descending order of standby time as the operators who should respond after the operators having a fatigue level equal to or less than the first high fatigue level threshold. Further includes: [Appendix 12b] The above method is a step in which the call center server determines an order of response for the agents having the fatigue levels in descending order of waiting time when there are no agents having a fatigue level equal to or less than a first high fatigue level threshold but there are agents having a fatigue level exceeding the first high fatigue level threshold; Further includes: [Appendix 13] The above method is a step in which, when a fatigue level exceeding a second high fatigue level threshold exists, the call center server excludes the operator having the fatigue level until a predetermined time has elapsed and determines the order of responses; Further includes: [Appendix 14] The above method is The call center server determines a fatigue rank for each of the standby agents based on the fatigue level of the agent; and The call center server determines the order of response of the agents based on the fatigue level rank and waiting time determined for each agent. Further includes:

[0104] Within the scope of the entire disclosure of the present invention (including the scope of the claims), modifications and adjustments of the embodiments and examples are possible based on the basic technical ideas. Furthermore, within the scope of the entire disclosure of the present invention, various combinations and selections (including partial deletions) of various disclosed elements (including each element of each claim, each element of each embodiment or example, each element of each drawing, etc.) are possible. In other words, the present invention naturally includes various modifications and alterations that would be possible for a person skilled in the art based on the entire disclosure, including the scope of the claims, and the technical ideas. [Explanation of symbols]

[0105] 10. Call Center System 11 Switchboard 12 Call Center Server 12a Audio data acquisition unit 12b Audio data transmission unit 12c Fatigue level acquisition section 12d Response Order Decision Section 12e storage section 12f Control Unit 13 Fatigue analysis device 14, 14a...14n Operator terminal 1000 hardware resources 1001 processor 1002 memory 1003 Network Interface 1004 Internal Bus

Claims

1. A call center server that manages a plurality of operator terminals, a voice data acquisition unit that acquires, from each operator terminal, voice data of the operator using the operator terminal; a voice data transmission unit that transmits the acquired voice data to the fatigue level analysis device; a fatigue level acquisition unit that acquires the fatigue level of each operator calculated by the fatigue level analysis device from the fatigue level analysis device; and A response order determination unit that determines the response order of agents based on the fatigue level acquired for each agent and the standby time of each agent. a call center server including:

2. 2. The call center server according to claim 1, The response order determination unit, when a fatigue level equal to or less than a first high fatigue level threshold exists, determines the response order of the agents having the fatigue level in descending order of standby time, and when a fatigue level equal to or less than the first high fatigue level threshold does not exist but a fatigue level exceeding the first high fatigue level threshold exists, determines the response order of the agents having the fatigue level in descending order of standby time. A call center server comprising:

3. 3. The call center server according to claim 2, When a fatigue level exceeds a second high fatigue level threshold, the response order determination unit determines the response order by excluding the agent having the fatigue level until a predetermined time has elapsed. A call center server comprising:

4. 2. The call center server according to claim 1, The response order determination unit determines a fatigue level rank from the acquired fatigue level, and determines the response order of the agents based on the fatigue level rank and standby time determined for each agent. A call center server comprising:

5. A control program for a call center server that manages a plurality of operator terminals, The control program is configured to A process in which the call center server acquires, from each operator terminal, voice data of the operator using the operator terminal; The call center server transmits the acquired voice data to a fatigue level analysis device. The call center server acquires the fatigue level of each agent calculated by the fatigue level analysis device from the fatigue level analysis device; and The call center server determines the order in which the agents respond to calls based on the fatigue level acquired for each agent and the waiting time of each agent. To execute A control program comprising:

6. 6. The control program according to claim 5, The control program is configured to The call center server compares the fatigue level of each agent with a first high fatigue level threshold; When a fatigue level equal to or lower than a first high fatigue level threshold exists, the call center server determines the order of response for the agents having the fatigue level in descending order of waiting time; and When there is no fatigue level equal to or lower than the first high fatigue level threshold but there is a fatigue level exceeding the first high fatigue level threshold, the call center server determines the order of response for the agents having the fatigue level in descending order of waiting time. To execute A control program comprising:

7. 7. The control program according to claim 6, The control program is configured to When a fatigue level exceeds a second high fatigue level threshold, the call center server excludes the operator having the fatigue level and determines the order of responses until a predetermined time has elapsed. To execute A control program comprising:

8. 6. The control program according to claim 5, The control program is configured to The call center server determines a fatigue level rank for each agent based on the fatigue level; and The call center server A process for determining the order in which agents respond to calls based on the fatigue level rank and waiting time determined for each agent. To execute A control program comprising:

9. The call center server according to any one of claims 1 to 4, a plurality of operator terminals connected to the call center server; and A fatigue level analysis device that acquires voice data from the call center server, calculates a fatigue level based on the voice data, and transmits the fatigue level to the call center server. Call center systems, including

10. 10. The call center system according to claim 9, the call center system further includes a switch connected to the call center server; The exchange allows calls to be received by the operator terminal in accordance with the response order determined by the call center server. A call center system characterized by the above.

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