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

Abstract

Reducing the bias in the load among call center operators. 【Solution means】 A call center server that manages a plurality of operator terminals. The call center server includes: an audio data acquisition unit that acquires audio data of an operator who uses the operator terminal from each operator terminal; an audio data transmission unit that transmits the acquired audio data to a fatigue analysis device; a fatigue degree acquisition unit that acquires the fatigue degree of each operator calculated by the fatigue analysis device from the fatigue analysis device; and a response order determination unit that determines the response order of the operators based on the fatigue degree acquired for each operator and the waiting time of each operator.

Description

Technical Field

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

Background Art

[0002] Conventionally, when a call arrives at a call center, an operator to handle the call has been selected based on waiting time and the number of responses.

[0003] Further, Patent Document 1 below describes a call center system that distributes incoming calls from specific customers who impose strong stress on operators to supervisors or skilled operators.

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0005] The following analysis was made by the inventor of the present invention.

[0006] However, when selecting an operator to handle a call based on waiting time and the number of responses, or when distributing incoming calls from specific customers to supervisors or the like, there has been a bias in the load among operators, such as difficult inquiries continuously coming to a specific operator or supervisor.

[0007] In addition, when an operator with a high degree of fatigue handles a call, the response quality may deteriorate, and it may not be possible to provide the answer expected by the customer, or it may take extra time.

[0008] An object of the present disclosure is to provide a call center server, a control program thereof, and a call center system that contribute to reducing the imbalance in load among operators.

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 includes · a voice data acquisition unit that acquires voice data of an operator using the operator terminal from each operator terminal, · a voice data transmission unit that transmits the acquired voice data to a fatigue degree analysis device, · a fatigue degree acquisition unit that acquires the fatigue degree of each operator calculated by the fatigue degree analysis device from the fatigue degree analysis device, and · a response order determination unit that determines the response order of operators based on the fatigue degree acquired for each operator and the waiting time of each operator . According to a second aspect of the present disclosure, there is provided a control program for a call center server that manages a plurality of operator terminals. The control program causes a computer to · perform a process in which the call center server acquires voice data of an operator using the operator terminal from each operator terminal, · perform a process in which the call center server transmits the acquired voice data to a fatigue degree analysis device, · perform a process in which the call center server acquires the fatigue degree of each operator calculated by the fatigue degree analysis device from the fatigue degree analysis device, and · perform a process in which the call center server determines the response order of operators based on the fatigue degree acquired for each operator and the waiting time of each operator . 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 degree analysis device that acquires voice data from the call center server, calculates the fatigue degree based on the voice data, and transmits the fatigue degree to the call center server A call center system including the above is provided.

Effect of the Invention

[0010] The present disclosure or each aspect thereof can contribute to reducing the imbalance in the load among operators in a call center.

Brief Description of the Drawings

[0011]

Figure 1

Figure 2

Figure 3

Figure 4

Figure 5

Figure 6

Figure 7

Figure 8

Figure 9

Modes for Carrying Out the Invention

[0012] Preferred embodiments of the present disclosure are shown below, but the present disclosure is not limited thereto. (Embodiment 1) Refer to the first aspect of the present disclosure above. (Form 2) In the call center server described in Form 1, when there is a fatigue level equal to or lower than the first highest fatigue level threshold, for the operator having such fatigue level, the response order is determined in the order of the longest waiting time; when there is no fatigue level equal to or lower than the first highest fatigue level threshold but there is a fatigue level exceeding the first highest fatigue level threshold, for the operator having such fatigue level, the response order is determined in the order of the longest waiting time is preferable. (Form 3) In the call center server described in Form 2, when there is a fatigue level exceeding the second highest fatigue level threshold, until a predetermined time elapses, the operator having such fatigue level is excluded and the response order is determined is preferable. (Form 4) In the call center server described in Form 1, the response order determination unit determines a fatigue level rank from the acquired fatigue level, and determines the response order of the operator based on the fatigue level rank determined for each operator and the waiting time is preferable. (Form 5) Refer to the second perspective of the above disclosure. (Form 6) In the control program described in Form 5, the control program causes the computer to · a process in which the call center server compares the fatigue level for each operator with the first highest fatigue level threshold, · when there is a fatigue level equal to or lower than the first highest fatigue level threshold, a process in which the call center server determines the response order in the order of the longest waiting time for the operator having such fatigue level, and · when there is no fatigue level equal to or lower than the first highest fatigue level threshold but there is a fatigue level exceeding the first highest fatigue level threshold, a process in which the call center server determines the response order in the order of the longest waiting time for the operator having such fatigue level to be executed is preferable. (Form 7) In the control program described in Form 6, the control program causes the computer to When there is a fatigue level exceeding the second high fatigue level threshold, the call center server executes a process of excluding an operator having such a fatigue level and determining a response order until a predetermined time elapses. It is preferable to cause this to be executed. (Aspect 8) In the control program according to Aspect 5, the control program causes a computer to · execute a process of determining a fatigue level rank from the fatigue levels of the operators, and · execute a process of determining a response order of the operators based on the fatigue level ranks determined for each operator and the waiting time by the call center server. It is preferable to cause this to be executed. (Aspect 9) Refer to the third perspective of the present disclosure above. (Aspect 10) In the call center system according to Aspect 9, the call center system further includes a switch connected to the call center server, and the switch causes an incoming call to be made to the operator terminal in accordance with the response order determined by the call center server. It is preferable to do so.

[0013] In the present disclosure, the terms "first", "second", and "third" are merely for simply distinguishing related matters, and are not intended to determine the order or superiority / inferiority between such matters, nor to exclude matters including "fourth" or the like. Further, in the present disclosure, the "first high fatigue level threshold" and the "second high fatigue level threshold" may be the same value or different values, for example, when they are specified by numerical values.

[0014] Furthermore, in the present disclosure, "below", "exceeding", etc. may be "less than", "equal to or more than", etc., respectively.

[0015] The following describes an overview of the present disclosure. Note that the reference numerals of the drawings appended to this overview are solely for assisting in understanding the present disclosure and are not intended to limit the present disclosure to the illustrated embodiments. Also, the connection lines between blocks in each figure include both bidirectional and unidirectional ones. The one-way arrow schematically shows the flow of signals, information, data, etc. and does not exclude bidirectionality. Furthermore, the connection between blocks in each figure can be either wired or wireless.

[0016] Furthermore, the present disclosure can also be embodied as a computer-executable program, and the program can be recorded on a computer-readable non-transitory (non-transitory) storage medium. That is, the present disclosure can also be embodied as a computer program product. The program is input into a computer device through an input device or externally via a communication interface, stored in a storage device, drives a processor according to predetermined steps or processes, and can display the processing results including intermediate states step by step via a display device as needed, or communicate with devices inside or outside the device (including computers) via a communication interface, regardless of whether it is wired or wireless. A computer device for that purpose typically includes, as an example, a processor, a storage device, an input device, a communication interface, and a display device that can be connected to each other by a bus as needed.

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

[0018] (An example of the 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 switch 11, a call center server 12, a fatigue degree 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 switch 11, the call center server 12, the fatigue degree analysis device 13, and the operator terminals 14a to 14n are connected to a network. In the following, unless particularly required for individual explanations, all or at least one of the operator terminals 14a to 14n are simply represented as the operator terminal 14.

[0020] Also, the call center system 10 can be configured as, for example, an on-premises (or on-prem) type CTI (Computer Telephony Integration) system in which the call center server 12 etc. are installed within the company etc., or a cloud type CTI system in which the call center server 12 etc. are installed on the cloud. Further, when the call center system 10 is configured particularly as a cloud type CTI system, at least a part of the operator terminal 14 can also be installed outside the company etc., for example, at the operator's home etc.

[0021] The switch 11 is a private branch exchange (PBX) that controls the connection between the external line and the internal line and the connection between the internal lines, and can be configured as an on-premises PBX or a cloud PBX according to the configuration of the call center system 10.

[0022] The switch 11 further has a function of establishing a call path between the customer's communication terminal (such as a telephone terminal) according to the instruction of the call center server 12 and the operator terminal 14 of a specific operator, and an audio path between the call center server 12 and the operator terminal 14 of a specific operator.

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

[0024] According to the present disclosure, the call center server 12 further has functions such as transmitting voice data to the fatigue analysis device 13 and acquiring and storing the fatigue degree from the fatigue analysis device 13.

[0025] Note that the call center server 12 can also be configured as an on-premises server or a cloud server according to the configuration of the call center system 10.

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

[0027] The fatigue analysis device 13 can obtain the fatigue degree obtained by quantifying the objective or actual fatigue state or fatigue feeling represented in the operator's voice by processing the operator's voice, for example, by a fatigue analysis engine.

[0028] In this example, the fatigue analysis engine used by the fatigue analysis device 13 directly calculates the "fatigue feeling" of the operator as a "fatigue value" from 0 to 1000, but there is an inverse correlation between these "fatigue feeling" and "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 degree" as an index for determining the operator's response order is calculated as "fatigue degree" = 1000 - "fatigue value". Therefore, in this example, the "fatigue degree" is represented by 0 to 1000, but the smaller the "fatigue degree" (closer to 0), the weaker the actual "fatigue feeling", and the larger the "fatigue degree" (closer to 1000), the stronger the actual "fatigue feeling". Note that this calculation can be performed either by the fatigue analysis device 13 itself or by the call center server 12 that has received the "fatigue value" from the fatigue analysis device 13.

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

[0030] The fatigue degree analysis device 13 can also be configured as an on-premises device (or server) or a cloud-type device (or server) according to the configuration of the call center system 10.

[0031] Note that, in this example, the fatigue degree 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. Furthermore, it can also be configured as a part (hardware) or a function (software) of the call center server 12.

[0032] The operator terminal 14 can include, for example, a client PC having a telephone function, a headset, and an application that cooperates with the call center server.

[0033] (An example of the call center server 12) FIG. 2 shows a block diagram of 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 degree 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 12a mainly has a function of acquiring voice data of an operator using each operator terminal 14 from each operator terminal 14 via a voice path established by the switch 11.

[0036] The method and timing of acquiring voice data by the voice data acquisition unit 12a can be in various modes. For example, in order to obtain the initial value of the fatigue level of each operator, the voice data acquisition unit 12a acquires voice data through an internal call with each operator (via the switch 11) at the start of work of each operator, and then can acquire voice data through an internal call regularly or at an arbitrary time interval. Also, the voice data acquisition unit 12a can, for example, acquire voice data at least once during a call between each operator and a customer or after the call ends. Also, the device used for acquiring the voice data of the operator may be a device other than the operator terminal, such as an information terminal (smartphone) of the operator equipped with an appropriate application, etc.

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

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

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

[0040] Note that the waiting time of the operator used when the response order determination unit 12d determines the response order is, for example, the waiting time when a call arrives from a customer at the call center, especially at the time of arrival.

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

[0042] The control unit 12f is mainly configured to 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] (The first example of the response order determination procedure) FIG. 3 shows a flowchart of the first example of the procedure for determining the response order of an operator 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 there is an incoming call from a customer, the call center server 12 compares the fatigue level stored in the fatigue level table (see FIG. 4) of the storage unit 12e with the first highest fatigue level threshold value (abbreviated as the "first threshold value" in FIG. 3) for the operator waiting. (Step 1; hereinafter, "step" may be abbreviated as "S".)

[0045] If there is an operator having a fatigue level equal to or lower than the first highest fatigue level threshold value (YES), the call center server 12 determines the response order in descending order of the waiting time for the operator having such a fatigue level. These operators may also be referred to as "high-priority operators".

[0046] After the above processing, the call center server 12 determines whether there is still an operator having a fatigue level exceeding the first highest fatigue level threshold value in the fatigue level table (S3). If there is such an operator (YES), the call center server 12 determines the response order in descending order of the waiting time for the operator having a fatigue level exceeding the first highest fatigue level threshold value as the operator to be waited for after the high-priority operator (which may also be referred to as a "low-priority operator"). If there is no such operator (NO), the process ends.

[0047] In this way, the call center server 12 determines the operator to respond to in the order of "high-priority operator" and "low-priority operator", and according to the priority order of the operators belonging to each.

[0048] Thus, since the number of responses from an operator with a fatigue level exceeding a certain standard decreases, this example can contribute to reducing the bias in the load among operators.

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

[0050] On the other hand, if there is no operator with a fatigue level equal to or lower than the first highest fatigue threshold in S1 (NO), the call center server 12 determines whether there is an operator with a fatigue level exceeding the first highest fatigue threshold in the fatigue table (S5). If there is an operator with such a fatigue level (YES), for those operators, the response order is determined in descending order of waiting time (S6), and the operator to handle the call is determined according to those ranks. Thereby, even when there is no operator with a weak sense of fatigue, it is possible to avoid a situation where there is no operator to respond.

[0051] If there is no operator with such a fatigue level in S5 (that is, there is no operator waiting) (NO), the call center server 12 ends without determining the operator to handle the call.

[0052] Hereinafter, with reference to FIG. 4, a specific example of the above-described response order determination procedure will be described.

[0053] In this example, when a call arrives at the call center, five operators 1 to 5 are waiting, each having the illustrated waiting time and fatigue level, and the first highest fatigue threshold is set. In this example, the same first highest fatigue threshold (700) is set for operators 1 to 5, but the first highest fatigue threshold may be different for each operator.

[0054] Note that the waiting time can be updated moment by moment. However, it is reset (to 0 seconds) when the operator starts handling, and it is also possible to start counting up again after the handling is completed. In addition, as described above, the fatigue level can be updated according to a predetermined method.

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

[0056] Next, the call center server 12 selects operators 1, 2, and 4, which have fatigue levels below the first highest fatigue level threshold, as the top-priority operators, and determines the handling order for these operators in descending order of waiting time. In this case, the handling order is determined as operator 4, operator 2, and operator 1 in that order (S2).

[0057] After the above processing, since there are lower-priority operators having fatigue levels greater than the first highest fatigue level threshold (the part surrounded by the dashed line) in the fatigue level table (S3), the call center server 12 determines the handling order for these operators in descending order of waiting time. In this case, the handling order is determined as operator 5 and operator 3 in that order (S4).

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

[0059] Note that in S1, for example, if all the fatigue levels stored in the fatigue level table exceed the first highest fatigue level threshold (700), the handling order for operators 1 to 5 is determined in descending order of waiting time. The handling order (incoming call priority) in this case is operator 4, operator 2, operator 5, operator 3, and operator 1.

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

[0061] First, when there is an incoming call from a customer, the call center server 12 refers to the fatigue level rank table (see FIG. 6) stored in the storage unit 12e for the operators waiting, and determines the fatigue level rank from the fatigue level stored in the fatigue level table (see FIG. 6) of the storage unit 12e (S10).

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

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

[0064] Thus, since the waiting time becomes longer according to the fatigue level and the fatigued operator has fewer response times, this example can contribute to reducing the imbalance in the load among the operators.

[0065] Hereinafter, a specific example of the above-described procedure for determining the response order will be described with reference to FIG. 6.

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

[0067] Note that also in this example, the waiting time can be updated every moment, but it is reset (0 seconds) when the operator starts a response, and it is also possible to start counting up again after the response ends. Also, the fatigue level can be updated according to a predetermined method as described above.

[0068] First, when there is an incoming call from a customer, the call center server 12 refers to the fatigue level rank table (Fig. 6(B)) stored in the storage unit 12e for operators 1 to 5 on standby, and determines the fatigue level rank from the fatigue level stored in the fatigue level table (Fig. 6(A)) of the storage unit 12e (S10). Note that the numerical values of the fatigue level and the fatigue level rank in the fatigue level rank table are merely examples and are not limited to the illustrated numerical values.

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

[0070] Then, the call center server 12 determines the response order for operators 1 to 5 in descending order of the calculated value of the multiplication of the fatigue level rank and 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 the response order determination procedure) In this example, when there is an incoming call from a customer, the call center server 12 compares the fatigue level stored in the fatigue level table (see Fig. 7) of the storage unit 12e with the second highest fatigue level threshold for the operators on standby, excludes the operators having a fatigue level exceeding the second highest fatigue level threshold from the operators to be waited for, and for the remaining operators on standby, determines the response order in descending order of the waiting time in the same manner as in the case of the first example.

[0073] Thus, this example can contribute to temporarily excluding the operators with strong fatigue from the response operations and allowing the fatigue of the operators to recover.

[0074] Hereinafter, a specific example of the above response order determination procedure will be described with reference to Fig. 7.

[0075] In this example, when there is an incoming call at the call center, five operators 1 to 5 are waiting, each having the waiting time and fatigue level shown in the figure, and a second highest fatigue threshold is set. In this example, the same second highest fatigue threshold (700) is set for operators 1 to 5, but the second highest fatigue threshold may be different for each operator.

[0076] Note that in this example as well, the waiting time can be updated moment by moment, but it is reset (to 0 seconds) when the operator starts handling the call, and it is also possible to start counting up again after the call handling ends. Also, the fatigue level can be updated according to the predetermined method as described above.

[0077] First, when there is an incoming call from a customer, the call center server 12 compares the fatigue level stored in the fatigue level table with the second highest fatigue threshold for operators 1 to 5.

[0078] Then, the call center server 12 excludes operators 3 and 5, who have a fatigue level exceeding the second highest fatigue threshold, from the operators to be waited for. For the remaining waiting operators 1, 2, and 4, in the same way as in the first example, the call handling order is determined in descending order of the waiting time. In this case, the call handling order is operator 4, operator 2, and operator 1 in that order.

[0079] On the other hand, after the maximum waiting time for high fatigue level (300 seconds in the example shown in the figure) has elapsed for operators 3 and 5 excluded from the call handling operations, the call center server 12 resets their fatigue levels and makes them the objects of judgment for determining the call handling order (that is, operators 3 and 5 return to the call handling operations).

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

[0081] Also, in FIG. 7, the second highest fatigue threshold is the same value (700) for all of operators 1 to 5, but it may be different for each operator.

[0082] Also, it is possible to execute the second example for operators other than the operator with a strong sense of fatigue excluded by this example.

[0083] Furthermore, by setting the second highest fatigue threshold to a value greater than the first highest fatigue threshold (for example, the second highest fatigue threshold is 800 for the first highest fatigue threshold of 700), it is possible to execute the first example for operators other than the operator with a particularly strong sense of fatigue excluded by this example.

[0084] Furthermore, by setting the second highest fatigue threshold to a value smaller than the first highest fatigue threshold (for example, the second highest fatigue threshold is 500 for the first highest fatigue threshold of 700), it is possible to exclude, for example, relatively inexperienced operators from the response work at a stage with a relatively weak sense of fatigue according to this example, and to execute the first example (or the second example) for the remaining operators.

[0085] (Further example) When there is an operator whose fatigue level exceeds the first highest fatigue threshold or the second highest fatigue threshold, the call center server 12 may notify the existence of the operator to the communication terminal of the call center administrator or supervisor. Thereby, the administrator or supervisor can take actions for the recovery of the fatigue of the operator by, for example, letting such a fatigued operator take a break or having a conversation with the operator. Also, when this conversation is carried out by phone or the like, the call center server 12 can obtain the voice data of the operator via the voice path to obtain the fatigue level, and thereby update the fatigue level.

[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, for example, using a user ID and password. When the login is successful, the call center server 12 and the operator terminal 14 (more specifically, the application linked to the call center server 12) are connected, and the operator can start call center operations (S100). After this login, the call center server 12 can also acquire the operator's voice data via the operator terminal 14 or the like, calculate the fatigue level, and store it as an initial value.

[0088] When there is an incoming call from a customer, the switch 11 notifies the call center server 12 of the incoming call together with the caller's phone number (S200).

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

[0090] When the operator responds (S400), the call center server 12 instructs the switch 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] Also, the call center server 12 is connected via the voice path to the operator (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 the interaction with the customer, the call center server 12 instructs to disconnect the call path and the voice path (S1000).

[0096] Note that the call center server 12 can also periodically obtain the fatigue level during the call between the customer and the operator, and can also obtain it after the call ends.

[0097] Note that the server according to each of the above examples or forms can be configured by so-called hardware resources (information processing devices, computers), and those having the configuration exemplified in FIG. 9 can be used. For example, the hardware resources 1000 include a processor 1001, a memory 1002, a network interface 1003, etc. that 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 resources 1000. The hardware resources 1000 may include hardware not shown (for example, an input / output interface). Alternatively, the number of units such as the processor 1001 included in the device is not intended to be limited to the example in FIG. 9. For example, a plurality of processors 1001 may be included in the hardware resources 1000. For the processor 1001, for example, a CPU (Central Processing Unit), an MPU (Micro Processor Unit), a GPU (Graphics Processing Unit), etc. can be used.

[0099] For the memory 1002, for example, a RAM (Random Access Memory), a ROM (Read Only Memory), an HDD (Hard Disk Drive), an SSD (Solid State Drive), etc. can be used.

[0100] For the network interface 1003, for example, a LAN (Local Area Network) card, a network adapter, a network interface card, etc. can be used.

[0101] The functions of the hardware resource 1000 are realized by the above-described processing modules. The processing modules are realized, for example, by the processor 1001 executing a program stored in the memory 1002. Further, the program can be downloaded via a network or updated using a storage medium storing the program. Furthermore, the above-described processing modules may be realized by semiconductor chips. That is, the functions performed by the above-described processing modules may be realized by software being executed on some hardware as long as it can be realized.

[0102] For fatigue degree analysis, refer to the following documents. The disclosed contents of these documents are assumed to be described in this book. · Patent No. 4989618 (Chaos theory-based index value calculation system) · Patent No. 5812265 (Autonomic nerve state evaluation system) · Patent No. 4317898 (Chaos theory-based index value calculation system) · Patent No. 4500955 (Brain evaluation device) · "Brain function model considered from speech analysis", Kazuichi Shiomi, Sensory Ergonomics Research Papers vol. 4, 2004 · "Evaluation of psychosomatic state by chaos theory-based voice analysis", Journal of the Institute of Navigation of Japan "NAVIGATION", vol. 190, 2014 · "Chaos theory-based voice evaluation technology", Kakuichi Shiomi, Human Factors and Ergonomics Society, vol. 51 · "Regarding voice signal features robust to auditory effects", Human Factors and Ergonomics Society, 2020 (co-authored by Shiomi - NECPF) · "Investigation experiment on individual differences in arousal degree evaluation features defined in voice signals", Human Factors and 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 Procesing", 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 may be described as follows, but are not limited thereto. [Appendix 1] A call center server that manages a plurality of operator terminals. · A voice data acquisition unit that acquires voice data of an operator using the operator terminal from each operator terminal, · A voice data transmission unit that transmits the acquired voice data to a fatigue degree analysis device [especially connected to the call center server], · A fatigue degree acquisition unit that acquires the fatigue degree of each operator calculated by the fatigue degree analysis device from the fatigue degree analysis device, and · A response order determination unit that determines the response order of operators based on the fatigue degree acquired for each operator and [especially at the time of an incoming call from a customer,] the waiting time of each operator including. [Appendix 1a] The above call center server further includes a storage unit that stores the fatigue degree and waiting time for each operator using the operator terminal. [Appendix 2] In the above call center server, When there is a fatigue degree equal to or lower than the first high fatigue degree threshold value, the response order determination unit determines the response order for the operator having such fatigue degree in descending order of waiting time. [Supplementary Note 2a] In the above call center server, when there is a fatigue level equal to or lower than the first highest fatigue level threshold and there is also a fatigue level exceeding the first highest fatigue level threshold, for an operator having a fatigue level exceeding the first highest fatigue level threshold, as the operator to be waited for after an operator having a fatigue level equal to or lower than the first highest fatigue level threshold, the response order is determined in descending order of waiting time. [Supplementary Note 2b] In the above call center server, when there is no fatigue level equal to or lower than the first highest fatigue level threshold but there is a fatigue level exceeding the first highest fatigue level threshold, for an operator having such a fatigue level, the response order is determined in descending order of waiting time. [Supplementary Note 3] In the above call center server, when there is a fatigue level exceeding the second highest fatigue level threshold, until a predetermined time elapses, an operator having such a fatigue level is excluded and the response order is determined. [Supplementary Note 4] In the above call center server, the response order determination unit determines a fatigue level rank from the acquired fatigue levels, and determines the response order of the operators based on the fatigue level ranks determined for each operator and the waiting times. [Supplementary Note 5] A control program for a call center server that manages a plurality of operator terminals. The control program causes a computer to · perform a process in which the call center server acquires voice data of an operator using the operator terminal from each operator terminal, · perform a process in which the call center server transmits the acquired voice data to a fatigue level analysis device [especially connected to the call center server], · perform a process in which the call center server acquires the fatigue levels of each operator calculated by the fatigue level analysis device from the fatigue level analysis device, and · perform a process in which the call center server determines the response order of the operators based on the fatigue levels acquired for each operator and the waiting times [especially at the time of an incoming call from a customer] of each operator to be executed. [Appendix 5a] In the above control program, the control program causes a computer to perform a process of updating the fatigue level and waiting time for each operator who uses an operator terminal stored in the call center server by the call center server to execute. [Appendix 6] In the above control program, the control program causes a computer to · perform a process of comparing the fatigue level of each operator in [waiting] with the first highest fatigue level threshold value by the call center server, · perform a process of determining the response order in descending order of waiting time for the operator having the fatigue level when there is an operator having a fatigue level equal to or lower than the first highest fatigue level threshold value by the call center server to execute. [Appendix 6a] In the above control program, the control program causes a computer to when there is an operator having a fatigue level equal to or lower than the first highest fatigue level threshold value and there is an operator having a fatigue level exceeding the first highest fatigue level threshold value, perform a process of determining the response order in descending order of waiting time for the operator having a fatigue level exceeding the first highest fatigue level threshold value as the operator to be waited for after the operator having a fatigue level equal to or lower than the first highest fatigue level threshold value by the call center server to execute. [Appendix 6b] In the above control program, the control program causes a computer to when there is no operator having a fatigue level equal to or lower than the first highest fatigue level threshold value but there is an operator having a fatigue level exceeding the first highest fatigue level threshold value, perform a process of determining the response order in descending order of waiting time for the operator having the fatigue level by the call center server to execute. [Appendix 7] In the above control program, the control program causes a computer to when there is an operator having a fatigue level exceeding the second highest fatigue level threshold value, perform a process of excluding the operator having the fatigue level and determining the response order until a predetermined time elapses by the call center server Cause it to execute. [Appendix 8] In the above control program, the control program causes a computer to · perform a process of determining a fatigue level rank for each operator [who is on standby] from the fatigue levels of the operators, and · perform a process of determining the response order of the operators based on the fatigue level ranks determined for each operator and the waiting time Cause it to execute. [Appendix 9] Call center system. The call center system includes · the above call center server, · 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 and includes. [Appendix 10] In the above call center system, the call center system further includes a switch connected to the call center server; the switch causes an incoming call to be made to an operator terminal according to the response order determined by the call center server. [Appendix 11] Method for determining the response order of operators in a call center system for managing a plurality of operator terminals. The call center system includes a call center server and a fatigue level analysis device. The method includes · a step in which the call center server acquires voice data of an operator using the operator terminal from each operator terminal, · a step in which the call center server transmits the acquired voice data to a fatigue level analysis device [especially connected to the call center server], · a step in which the call center server acquires the fatigue levels of each operator calculated by the fatigue level analysis device from the fatigue level analysis device, and · The step in which the call center server determines the response order of operators based on the fatigue levels obtained for each operator and the waiting times of each operator [especially when receiving calls from customers]. including. [Appendix 11a] The above method is the step in which the call center server updates the fatigue levels and waiting times for the operators who use each operator terminal stored in the call center server. further including. [Appendix 12] The above method is · The step in which the call center server compares the fatigue level of each operator [while waiting] with the first highest fatigue level threshold value. · The step in which, when there is a fatigue level below the first highest fatigue level threshold value, the call center server determines the response order in descending order of waiting time for the operator having such a fatigue level. further including. [Appendix 12a] The above method is When there is a fatigue level below the first highest fatigue level threshold value and there is also a fatigue level exceeding the first highest fatigue level threshold value, the step in which the call center server determines the response order in descending order of waiting time for the operator having a fatigue level exceeding the first highest fatigue level threshold value as the operator to be waited for after the operator having a fatigue level below the first highest fatigue level threshold value. further including. [Appendix 12b] The above method is When there is no fatigue level below the first highest fatigue level threshold value but there is a fatigue level exceeding the first highest fatigue level threshold value, the step in which the call center server determines the response order in descending order of waiting time for the operator having such a fatigue level. further including. [Appendix 13] The above method is When there is a fatigue level exceeding the second highest fatigue level threshold value, the step in which the call center server excludes the operator having such a fatigue level until a predetermined time has elapsed and determines the response order. further including. [Appendix 14] The above method is ·The step in which the call center server determines a fatigue level rank from the fatigue levels of each operator in [the waiting state], and ·The step in which the call center server determines the response order of the operators based on the fatigue level ranks determined for each operator and the waiting time It further includes.

[0104] Within the framework of the entire disclosure of the present invention (including the claims), further modifications and adjustments of the embodiments or examples can be made based on its basic technical idea. Also, within the framework of the entire disclosure of the present invention, various combinations, or selections (including partial deletion) of various disclosure elements (including each element of each claim, each element of each embodiment or example, each element of each drawing, etc.) are possible. That is, the present invention naturally includes all the disclosure including the claims and various deformations and corrections that those skilled in the art could make according to the technical idea.

Explanation of Reference Numerals

[0105] 10 Call center system 11 Switch 12 Call center server 12a Voice data acquisition unit 12b Voice data transmission unit 12c Fatigue level acquisition unit 12d Response order determination unit 12e Storage unit 12f Control unit 13 Fatigue level analysis device 14, 14a ··· 14n Operator terminals 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 voice data of an operator using the operator terminal from each operator terminal, - a voice data transmission unit that transmits the acquired voice data to a fatigue analysis device, - a fatigue degree acquisition unit that acquires the fatigue degree of each operator calculated by the fatigue analysis device from the fatigue analysis device, and - a response order determination unit that determines the response order of the operators based on the fatigue degree acquired for each operator and the waiting time of each operator A call center server including the above.

2. In the call center server according to Claim 1, When there is a fatigue degree equal to or lower than the first high fatigue degree threshold, the response order determination unit determines the response order in descending order of waiting time for the operator having such fatigue degree. When there is no fatigue degree equal to or lower than the first high fatigue degree threshold but there is a fatigue degree exceeding the first high fatigue degree threshold, the response order determination unit determines the response order in descending order of waiting time for the operator having such fatigue degree A call center server characterized by the above.

3. In the call center server according to Claim 2, When there is a fatigue degree exceeding the second high fatigue degree threshold, the response order determination unit excludes the operator having such fatigue degree until a predetermined time elapses and determines the response order A call center server characterized by the above.

4. In the call center server according to Claim 1, The response order determination unit determines a fatigue degree rank from the acquired fatigue degree, and determines the response order of the operators based on the fatigue degree rank determined for each operator and the waiting time A call center server characterized by the above.

5. A control program for a call center server that manages a plurality of operator terminals, The control program causes a computer to - perform a process in which the call center server acquires voice data of an operator using the operator terminal from each operator terminal, - perform a process in which the call center server transmits the acquired voice data to a fatigue analysis device, - perform a process in which the call center server acquires the fatigue degree of each operator calculated by the fatigue analysis device from the fatigue analysis device, and - perform a process in which the call center server determines the response order of the operators based on the fatigue degree acquired for each operator and the waiting time of each operator To execute the above. A control program characterized by the above.

6. In the control program according to claim 5, the control program causes a computer to - perform a process of comparing the fatigue level of each operator with a first high fatigue level threshold value by the call center server; - when there is a fatigue level equal to or lower than the first high fatigue level threshold value, perform a process of determining the response order in descending order of waiting time for the operator having such fatigue level; and - when there is no fatigue level equal to or lower than the first high fatigue level threshold value but there is a fatigue level exceeding the first high fatigue level threshold value, perform a process of determining the response order in descending order of waiting time for the operator having such fatigue level to be executed A control program, characterized in that.

7. In the control program according to claim 6, the control program causes a computer to perform a process of excluding an operator having such fatigue level and determining the response order until a predetermined time elapses when there is a fatigue level exceeding a second high fatigue level threshold value by the call center server to be executed A control program, characterized in that.

8. In the control program according to claim 5, the control program causes a computer to - perform a process of determining a fatigue level rank from the fatigue level of each operator; and - the call center server perform a process of determining the response order of the operator based on the fatigue level rank determined for each operator and the waiting time to be executed A control program, characterized in that.

9. - A 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 A call center system, comprising.

10. In the call center system according to claim 9, the call center system further includes a switch connected to the call center server, the switch causes an incoming call to be made to the operator terminal according to the response order determined by the call center server A call center system, characterized in that.

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