Processing device, processing method, and program

Abstract

To provide a processing apparatus which quickly detects a problem occurring on an operator to support the operator, a processing method, and a program.SOLUTION: In a call center system, a call center server 100 serving as a processing apparatus and a computer includes: an alert determination unit 104 which is a first processing unit for determining whether an alert has been generated or not on the basis of operation information received from an operator terminal; and an alert notification unit 105 which serves as a second processing unit configured to transmit, when the first processing unit determines generation of an alert, alert information based on the alert and the operation information received from the operator terminal to a manager terminal, and also serves as a third processing unit configured to transmit, when the first processing unit determines generation of an alert, the alert information and message information for assisting an operator to the operator terminal.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The present invention relates to a processing device, a processing method, and a program. [Background technology]

[0002] In recent years, many companies have call centers to handle customer inquiries. In some call centers, operators work from home, and in such cases, managers cannot visually check on the operators. This makes it difficult for managers to check the customer response status and operational status of the operators working from home, or to detect and provide support for any problems the operators may be experiencing.

[0003] Therefore, as described in Patent Document 1, a technology has been proposed in which a sensor is attached to a headset used by an operator working from home, and the sensor's detection results are used to determine whether the operator is wearing a headset, thereby confirming whether the operator is seated.

[0004] Furthermore, as described in Patent Document 2, a technology has been proposed in which an administrator terminal used by an administrator collects operation information from an operator terminal used by an operator working from home, and based on the collected operation information, estimates whether the operator is likely to be neglecting their work, and requests the operator terminal of the operator to activate the camera only if it is estimated that the operator is likely to be neglecting their work. [Prior art documents] [Patent documents]

[0005] [Patent Document 1] Japanese Patent Application Laid-Open No. 2004-282154 [Patent Document 2] Japanese Patent Application Laid-Open No. 2009-111833 Summary of the Invention [Problem to be solved by the invention]

[0006] However, conventional technology only allows users to check whether a telecommuting operator is seated or neglecting their work, making it difficult to quickly detect problems (alerts) occurring to telecommuting operators and provide support (follow-up).

[0007] The present invention has been made in consideration of the above points, and aims to propose a processing device, a processing method, and a program that can quickly detect problems occurring to operators and provide support. [Means for solving the problem]

[0008] In order to solve the above problem, the processing device of the present invention comprises a first processing unit that determines whether or not an alert has occurred based on operation information received from an operator terminal; a second processing unit that, when it is determined by the first processing unit that the alert has occurred, notifies an administrator terminal of alert information based on the alert and the operation information received from the operator terminal; and a third processing unit that, when it is determined by the first processing unit that the alert has occurred, notifies the operator terminal of the alert information and message information for supporting the operator, The aforementioned A third processing unit notifies the operator terminal of the alert information and the message information when the first processing unit determines that the alert has occurred and when the system is set to notify the operator terminal of the alert information and the message information upon the occurrence of the alert. 。

[0009] Furthermore, the processing method of the present invention is a processing method of a processing device, the processing device having a determination step of determining whether or not an alert has occurred based on operation information received from an operator terminal, an administrator terminal notification step of, when it is determined that the alert has occurred, notifying an administrator terminal of alert information based on the alert and the operation information received from the operator terminal, and an operator terminal notification step of, when it is determined that the alert has occurred, notifying the operator terminal of the alert information and message information for supporting an operator, The aforementioned In the operator terminal notification step, if it is determined that the alert has occurred and if it is set to notify the alert information and the message information when the alert has occurred, the alert information and the message information are notified to the operator terminal. 。

[0010] Furthermore, in the program of the present invention, a computer is caused to function as a first processing unit that determines whether or not an alert has occurred based on operation information received from an operator terminal, a second processing unit that, when it is determined by the first processing unit that the alert has occurred, notifies an administrator terminal of alert information based on the alert and the operation information received from the operator terminal, and a third processing unit that, when it is determined by the first processing unit that the alert has occurred, notifies the operator terminal of the alert information and message information for supporting the operator, The aforementioned A third processing unit notifies the operator terminal of the alert information and the message information when the first processing unit determines that the alert has occurred and when the system is set to notify the operator terminal of the alert information and the message information upon the occurrence of the alert. 。 [Effects of the Invention]

[0011] Thus, the present invention can realize a processing device, a processing method, and a program that can quickly detect problems occurring to an operator and provide support. [Brief explanation of the drawings]

[0012] [Figure 1] FIG. 1 is a diagram illustrating a configuration of a call center system. [Figure 2] FIG. 10 is a diagram illustrating a configuration of alert indicator information. [Figure 3] FIG. 10 is a diagram showing the configuration of alert information displayed as an alert list. [Figure 4] 1 is a sequence chart showing the operation of the call center system. DETAILED DESCRIPTION OF THE INVENTION

[0013] Hereinafter, modes for carrying out the invention (hereinafter referred to as embodiments) will be described in detail with reference to the drawings.

[0014] [1. Call center system configuration] First, the configuration of a call center system 1 according to this embodiment will be described with reference to Fig. 1. This call center system 1 is a system introduced into a call center of a company or the like, and includes a PBX 10, a call center server 100, an administrator terminal 200, and an operator terminal 300.

[0015] Of these, the PBX 10, the call center server 100, and the administrator terminal 200 are connected to an in-house LAN 20, and an operator terminal 300 used by an operator at home is connected to the LAN 20 via the Internet Nt. For the sake of simplicity, FIG. 1 shows one operator terminal 300 connected to the LAN 20 via the Internet Nt (i.e., one operator at home), but multiple operator terminals 300 (i.e., multiple operators at home) may be connected to the LAN 20 via the Internet Nt. Furthermore, one or multiple operator terminals 300 may be connected to the LAN 20 via an intranet rather than the Internet Nt. Furthermore, the administrator terminal 200 may be connected to the in-house LAN 20 via the Internet Nt.

[0016] The PBX 10 is a private branch exchange that controls connections to the telephone network 30 .

[0017] The call center server 100 is a processing device that executes processes related to the call center services provided to customers. Although not shown in the figure, the call center server 100 is configured as a computer device having a CPU (Central Processing Unit), memory, a storage unit such as a hard disk, and various interfaces such as a network interface, and various functions are realized by the CPU loading and executing programs stored in the storage unit into the memory.

[0018] Specifically, the call center server 100 has an operation input unit 101, a display output unit 102, a call control unit 103, an alert determination unit 104, an alert notification unit 105, an alert index information storage unit 106, an alert temporary storage unit 107, an operator operation information storage unit 108, and an operator registration information storage unit 109.

[0019] The operation input unit 101 accepts input of instructions from the user via a mouse or keyboard. The display output unit 102 outputs various data to a display. The call control unit 103 receives an incoming call from the PBX 10 (i.e., an incoming call from the telephone network 30), transfers the incoming call to the operator terminal 300, and establishes a call channel between the customer's telephone and the operator terminal 300. The call control unit 103 also receives an incoming call from an extension terminal (the administrator terminal 200 or operator terminal 300 connected to the LAN 20), transfers the incoming call to the target extension terminal, and establishes a call channel between the extension terminals.

[0020] The alert determination unit 104 periodically determines whether an alert has occurred for the operator based on operation information (i.e., information indicating operations performed on the operator terminal 300) provided periodically (e.g., every few minutes) from the operator terminal 300 and alert indicator information 120 (see Figure 2), which is information for each alert indicator stored in the alert indicator information storage unit 106, and if it determines that an alert has occurred, it requests the alert notification unit 105 to issue an alert notification.

[0021] Incidentally, operation information periodically provided from the operator terminal 300 is stored in the operator operation information storage unit 108. Therefore, the alert determination unit 104 acquires operation information from the operator operation information storage unit 108. The above-mentioned alert indicators are indicators for determining whether or not an alert has occurred to the operator, and specifically include call time, hold time, and post-processing time. As will be described in more detail later, as shown in FIG. 2, the alert indicator information 120 is made up of an alert indicator name 120a, alert notification criteria 120b, alert content 120c, operator notification necessity 120d, operator support message 120e, and remarks (impact) 120f.

[0022] To explain the alert determination unit 104 in more detail, the alert determination unit 104 analyzes operation information periodically provided from the operator terminal 300, and determines values ​​based on the alert indicator (i.e., values ​​such as call time, hold time, and post-processing time, hereinafter referred to as alert index values) for each piece of alert indicator information 120 (i.e., for each alert indicator). Note that the operation information periodically provided from the operator terminal 300 is, for example, information indicating operations performed on the operator terminal 300 while the operator is logged in to the operator terminal 300.

[0023] Furthermore, the alert determination unit 104 determines, for each alert indicator, whether the alert index value satisfies the alert notification criterion 120b (for example, ">3 minutes," ">1 minute," ">2 times," etc.) included in the alert indicator information 120. Here, if at least one of the alert index values ​​calculated for each alert indicator satisfies the alert notification criterion 120b, this means that there is a high possibility that an alert has occurred to the operator. In other words, the alert determination unit 104 determines whether an alert has occurred to the operator by determining whether the alert index value calculated based on the operation information provided from the operator terminal 300 satisfies the alert notification criterion 120b.

[0024] Here, if there is an alert index value that satisfies the alert notification criterion 120b, the alert determination unit 104 stores the alert indicator information 120 that corresponds to the alert index value, from the alert indicator information 120 stored in the alert indicator information storage unit 106, in the alert temporary storage unit 107. Then, after completing the comparison of all the alert indicator values ​​obtained for each alert indicator with the alert notification criterion 120b, the alert determination unit 104 requests the alert notification unit 105 to issue an alert notification if there is one or more alert index values ​​that satisfy the alert notification criterion 120b.

[0025] When receiving a request for alert notification from the alert determination unit 104, the alert notification unit 105 notifies (i.e., transmits) the alert content 120c of the alert indicator information 120 stored in the alert temporary storage unit 107 and the operation information provided from the operator terminal 300 (i.e., the operation information stored in the operator operation information storage unit 108) to the administrator terminal 200. Furthermore, for alert indicator information 120 stored in the alert temporary storage unit 107 for which the operator notification necessity 120d is set to "Yes", the alert notification unit 105 notifies the operator terminal 300 of the alert content 120c of the alert indicator information 120 and the operator support message 120e.

[0026] The alert index information storage unit 106 stores the alert index information 120 shown in Fig. 2. In Fig. 2, as an example, six pieces of alert index information 120 corresponding to a total of six alert indexes, namely, call duration, hold time, post-processing time, number of holds, time without business AP operation, and availability rate within specified time, are stored in the alert index information storage unit 106. Note that it is sufficient that the alert index information storage unit 106 stores the alert index information 120 corresponding to at least one alert index.

[0027] Of the six alert indicators, talk time is the time the operator talks to the customer, hold time is the time the operator put the call on hold, post-processing time is the time the operator takes to perform post-processing after the call, and the number of holds is the number of times the operator put the call on hold. Note that talk time, hold time, post-processing time, and the number of holds are indicators for each call, for example. Furthermore, time without business AP operation is the time the operator is not operating a business application installed on the operator terminal 300, and the operation rate within specified time is the ratio of the operator's operating time to the specified time (for example, total talk time + total hold time + total post-processing time + total waiting time).

[0028] Each piece of alert index information 120 is composed of an alert index name 120a, an alert notification criterion 120b, an alert content 120c, an operator notification necessity 120d, an operator support message 120e, and a remark (impact) 120f. In addition, the user can add or delete alert indicators and change the content of each alert index information via the operation input unit 101.

[0029] The alert indicator name 120a is the name of the alert indicator. In FIG. 2, the six alert indicators are named "call time," "hold time," "number of hold calls," "time without business AP operation," and "operation rate within specified time." The alert notification criteria 120b are the criteria for issuing an alert. For example, the alert notification criteria 120b for call time is ">3 minutes." This means that the criterion for issuing an alert is met when the call time for one operator's call exceeds three minutes. In other words, when the call time for one operator's call exceeds three minutes, there is a high possibility that an alert has occurred in the operator's work. Also, for example, the alert notification criteria 120b for the number of hold calls is ">2 times." This means that the criterion for issuing an alert is met when the number of hold calls for one operator exceeds two. In other words, when the number of hold calls for one operator exceeds two, there is a high possibility that an alert has occurred in the operator's work.

[0030] The alert content 120c is the content of the alert, and is information that combines the alert index name 120a and the alert notification criteria 120b. For example, the alert content 120c for call duration is "call duration > 3 minutes."

[0031] The operator notification necessity 120d is information indicating whether or not an operator needs to be notified of the alert content 120c of the alert when it is determined that an alert has occurred (i.e., when the alert index value satisfies the alert notification criteria 120b). This operator notification necessity 120d is set to “Yes” or “No,” and “Yes” indicates that the operator needs to be notified. For example, in FIG. 2, the operator notification necessity 120d of the alert index information 120 whose alert index is call time is set to “Yes,” which indicates that when the call time satisfies the alert notification criteria 120b (i.e., “call time > 3 minutes”), the operator needs to be notified of the alert content 120c (i.e., “call time > 3 minutes”). Note that in FIG. 2, as an example, the operator notification necessity 120d of four pieces of alert index information 120 whose alert indexes are call time, hold time, post-processing time, and number of holds are each set to “Yes.”

[0032] The operator support message 120e is a support message that is notified to the operator together with the alert content 120c, and is a message that allows the operator to easily ask the administrator for support when an alert occurs, such as "If you have any problems, please contact the administrator." The remarks (impact) 120f are information that can be entered arbitrarily, and in Figure 2, it indicates whether each alert indicator is related to customer satisfaction or productivity.

[0033] Returning to FIG. 1, when it is determined that an alert has occurred, the alert temporary storage unit 107 stores the alert indicator information 120 of the alert. This alert temporary storage unit 107 temporarily stores the alert indicator information 120 until it is notified to the manager terminal 200 (or the manager terminal 200 and the operator terminal 300). The operator operation information storage unit 108 accumulates operation information periodically acquired (received) from the operator terminal 300. The operator registration information storage unit 109 accumulates registration information of operators registered in the call center system 1 (such as the operator name, password, and identification information of the operator terminal 300 operated by the operator).

[0034] In addition, when there are multiple operator terminals 300, the operator operation information storage unit 108 stores, for example, the operation information of the operator terminals 300 linked to the registration information of the operators who operate the operator terminals 300. In other words, when there are multiple operator terminals 300, the operator operation information storage unit 108 stores the operation information for each operator terminal 300 (that is, for each operator).

[0035] In this case, the alert determination unit 104 determines whether or not an alert has occurred for each operator based on the operation information for each operator terminal 300 and the alert indicator information 120. In this way, the alert determination unit 104 can identify the operator for whom an alert has occurred.

[0036] Then, when an alert has occurred for an operator, the alert determination unit 104 stores alert indicator information 120 indicating the alert that has occurred for that operator in the alert temporary storage unit 107. In this case, the alert determination unit 104 associates, for example, the registration information of the operator for whom the alert has occurred with the alert indicator information 120 and stores it in the alert temporary storage unit 107. In other words, when an alert has occurred for multiple operators, the alert indicator information 120 for each operator for whom the alert has occurred is stored in the alert temporary storage unit 107. Then, after the alert determination unit 104 has finished determining whether or not an alert has occurred for all operators, if an alert has occurred for one or more operators, it requests the alert notification unit 105 to issue an alert notification.

[0037] When receiving a request for alert notification from the alert determination unit 104, the alert notification unit 105 notifies the administrator terminal 200 of the alert content 120c of the alert indicator information 120 stored in the alert temporary storage unit 107 and the operation information provided from the operator terminal 300 (i.e., the operation information stored in the operator operation information storage unit 108) in a state linked to the registration information of the operator. Furthermore, for alert indicator information 120 stored in the alert temporary storage unit 107 for which the operator notification necessity 120d is set to "Yes", the alert notification unit 105 notifies the operator terminal 300 identified by the registration information of the operator linked to the alert indicator information 120 of the alert content 120c and the operator support message 120e of the alert indicator information 120. The configuration of the call center server 100 is as described above.

[0038] The administrator terminal 200 is a terminal device operated by the administrator of the call center. Although not shown in the figure, this administrator terminal 200 is configured as a computer device having a CPU (Central Processing Unit), memory, a storage unit such as a hard disk, and various interfaces such as a network interface, and various functions are realized by the CPU loading and executing programs stored in the storage unit into the memory.

[0039] Specifically, the administrator terminal 200 has an operation input unit 201 , a display output unit 202 , a voice call unit 203 , a voice call control unit 204 , an alert information display unit 205 , a chat communication control unit 206 , and a data storage unit 207 .

[0040] The operation input unit 201 accepts input of instructions from a user (i.e., an administrator) via a mouse or keyboard. The display output unit 202 outputs various data to a display. The voice call unit 203 functions as a normal telephone. Specifically, the voice call unit 203 receives, for example, an incoming call from the telephone network 30 transferred from the call center server 100, and forms a call channel with a customer's telephone. The voice call unit 203 also receives, for example, an incoming call from an extension terminal transferred from the call center server 100, and forms a call channel with the extension terminal.

[0041] The voice call control unit 204 controls the voice call unit 203 to form a call channel with a customer's telephone. The voice call control unit 204 also controls the voice call unit 203 to form a call channel with an extension terminal. In this embodiment, the administrator terminal 200 is configured to have a call function (voice call unit 203 and voice call control unit 204), but the call function may not be provided in the administrator terminal 200 and a separate ordinary telephone may be used.

[0042] The alert information display unit 205 generates image data of an alert list based on the alert content 120c received from the call center server 100 (i.e., the alert content 120c indicating the alerts that have occurred to the operators), and displays it on the screen as an alert list via the display output unit 202. This alert list displays alert occurrence information indicating all alerts that have occurred to one operator. Furthermore, if alerts have occurred to multiple operators, the alert list displays alert occurrence information indicating all alerts that have occurred to each operator in the order in which the alert content 120c was received from the call center server 100 (i.e., the order in which the alerts occurred).

[0043] Furthermore, when the administrator requests the display of operation information via the operation input unit 201, the alert information display unit 205 generates image data of the operation information of the operator specified by the administrator based on the operation information received from the call center server 100, and displays it on the screen as operation information via the display output unit 202.

[0044] Fig. 3 shows an example of alert occurrence information 220 displayed as an alert list. Alert occurrence information 220 is information indicating an alert that has occurred for an operator, and is made up of operator information 220a, alert content 220b, and operation information link 220c. Fig. 3 shows an example of a display in which alerts have occurred for multiple operators, and multiple pieces of alert occurrence information 220 indicating the alerts that have occurred for each of the multiple operators are displayed.

[0045] Operator information 220a is identification information for the operator for whom an alert has occurred, and in FIG. 3, it is "Operator A," "Operator B," "Operator C," etc. Alert content 220b is the content of the alert that has occurred for one operator, and if multiple alerts have occurred for one operator, it includes the contents of all the alerts that have occurred for that operator, such as alert 1, alert 2, etc. For example, the alert occurrence information 220 in the first row shown in FIG. 3 includes the contents of three alerts that have occurred for operator A ("call time > 3 minutes," "hold time > 1 minute," "number of holds > 2") as alert 1, alert 2, and alert 3.

[0046] The operation information link 220c is a link for displaying operation information of the operator for whom an alert has occurred. When this operation information link 220c is clicked, the alert information display unit 205 displays an operation information screen of the operator for whom the alert has occurred via the display output unit 202. For example, when the operation information link 220c included in the alert occurrence information 220 indicating an alert that has occurred for operator A is clicked, the operation information of operator A linked to the operation information link 220c is displayed.

[0047] The administrator can understand the details of the alert that has occurred to the operator (i.e., the problem with the operator's operating status) by checking the alert occurrence information 220 displayed as a list of alerts. Furthermore, the administrator can understand the specific operating status of the operator by checking the operation information of that operator from the operation information link 220c in the alert occurrence information 220. This allows the administrator to accurately determine whether follow-up is required for the operator, and if follow-up is required, the administrator can check the operator's status and provide support via telephone, chat, etc.

[0048] 1 , the chat communication control unit 206 displays a chat message received from the operator terminal 300 via the display output unit 202. The chat communication control unit 206 also transmits a chat message input by the administrator via the operation input unit 201 to the operator terminal 300.

[0049] The data storage unit 207 stores various data such as the alert indicator information 120 and operation information received from the call center server 100. The administrator terminal 200 has the above-described configuration.

[0050] The operator terminal 300 is a terminal device operated by an operator at home. Although not shown in the figure, the operator terminal 300 is configured as a computer device having a CPU (Central Processing Unit), memory, a storage unit such as a hard disk, and various interfaces such as a network interface, and various functions are realized by the CPU loading and executing programs stored in the storage unit into the memory.

[0051] Specifically, the operator terminal 300 has an operation input unit 301, a display output unit 302, a voice call unit 303, a voice call control unit 304, a business application 305, an operation information collection unit 306, an alert message display unit 307, a chat communication control unit 308, and a data storage unit 309.

[0052] The operation input unit 301 accepts input of instructions from a user (i.e., an operator) via a mouse or keyboard. The display output unit 302 outputs various data to a display. The voice call unit 303 functions as a normal telephone. Specifically, the voice call unit 303 receives, for example, an incoming call from the telephone network 30 transferred from the call center server 100, and forms a call channel with the customer's telephone. The voice call unit 303 also receives, for example, an incoming call from an extension terminal transferred from the call center server 100, and forms a call channel with the extension terminal.

[0053] The voice call control unit 304 controls the voice call unit 303 to form a call channel with the customer's telephone. The voice call control unit 304 also controls the voice call unit 303 to form a call channel with the extension terminal. In this embodiment, the operator terminal 300 is configured to have a call function (voice call unit 303 and voice call control unit 304), but the call function may not be provided in the operator terminal 300 and a regular telephone may be used separately.

[0054] The business application 305 is an application used by the operator when performing his / her business, and is installed in the storage unit of the operator terminal 300. This business application 305 has functions for answering incoming calls, making calls, putting calls on hold, and post-processing, and also has a function for accessing and searching a business database (not shown) for information regarding the content of inquiries from customers.

[0055] The operation information collecting unit 306 collects operation information of the operator terminal 300, which is necessary to understand the operating status of the agent, and periodically transmits the information to the call center server 100. Note that the operation information collecting unit 306 is configured to constantly collect operation information of the operator terminal 300 while the operator is logged in to the operator terminal 300, for example, and store the collected operation information in the data storage unit 309. The operation information stored in the data storage unit 309 may be erased by the operation information collecting unit 306 when the operator logs off from the operator terminal 300, for example, or may be saved as a log.

[0056] The operation information collected by the operation information collection unit 306 includes, for example, operation information of the business application 305, page browsing information regarding web pages viewed by the operator using the operator terminal 300, process information regarding processes executed on the operator terminal 300, and access destination information indicating the network access destination accessed from the operator terminal 300.

[0057] Of these, the operation information of the business application 305 includes, for example, the time of operations such as making a call, answering an incoming call, disconnecting a call, putting a call on hold, post-processing, etc. Such operation information of the business application 305 can be acquired from mouse and keyboard operation information for the business application 305, window information displayed by the business application 305, logs output from the business application 305, etc.

[0058] The process information can be acquired from the OS (Operating System) of the operator terminal 300. The process information includes, for example, the name of the file to be accessed, the process name, and the directory name when the process is executed.

[0059] The alert message display unit 307 generates image data based on the alert content 120c and the operator assistance message 120e received from the call center server 100, and displays the image data on the screen as an alert message via the display output unit 302. The alert message displayed at this time is a combination of the alert content 120c and the operator assistance message 120e, and may be, for example, "Hold time > 1 minute. If you have any problems, please contact the administrator." By checking such an alert message, the operator can easily ask the administrator for assistance when an alert occurs.

[0060] The chat communication control unit 308 displays chat messages received from the administrator terminal 200 via the display output unit 302. The chat communication control unit 308 also transmits chat messages input by the operator via the operation input unit 301 to the administrator terminal 200.

[0061] The data storage unit 309 stores various data such as the operation information collected by the operation information collection unit 306. The configuration of the operator terminal 300 is as described above.

[0062] [2. Call Center System Operation] Next, the operation of the call center system 1 will be described. Here, the operation of the call center system 1 when monitoring the work of an operator and providing support when an alert occurs will be described using the sequence chart shown in Fig. 4. For simplicity of explanation, the case where there is one operator terminal 300 will be described.

[0063] First, in step SP1, the operation information collecting unit 306 of the operator terminal 300 collects operation information, and in step SP2, notifies (transmits) the collected operation information to the call center server 100. The operation information collecting unit 306 collects operation information all the time, and notifies the call center server 100 of the operation information periodically (for example, every few minutes).

[0064] In step SP3, the alert determination unit 104 of the call center server 100 determines whether an alert has been issued to the operator operating the operator terminal 300, based on the operation information received from the operator terminal 300 and the alert indicator information 120. The method of determining an alert is as described above, and determines whether an alert has been issued to the operator by determining whether the alert indicator value calculated based on the operation information received from the operator terminal 300 satisfies the alert notification criterion 120b.

[0065] If it is determined that no alert has occurred, the alert determining unit 104 obtains a negative result in step SP3 and waits for a notification of operation information from the operator terminal 300.

[0066] On the other hand, if it is determined that an alert has occurred, the alert determination unit 104 obtains a positive result in step SP3. At this time, the alert determination unit 104 stores the alert indicator information 120 indicating the occurring alert in the alert temporary storage unit 107, and requests the alert notification unit 105 to issue an alert notification.

[0067] In step SP4, the alert notification unit 105, in response to a request from the alert determination unit 104, performs processing to notify the administrator terminal 200 of the alert content 120c of the alert indicator information 120 stored in the alert temporary storage unit 107 and the operation information provided from the operator terminal 300 (i.e., the operation information stored in the operator operation information storage unit 108).As a result, in step SP5, the administrator terminal 200 is notified of the alert content 120c of the alert occurring to the operator and the operation information of the operator.

[0068] Furthermore, in the next step SP6, the alert notification unit 105 determines whether or not the alert indicator information 120 stored in the alert temporary storage unit 107 includes alert indicator information 120 for which the operator notification necessity 120d is "Yes."

[0069] Here, if there is no alert indicator information 120 for which the operator notification necessity 120d is "Yes" among the alert indicator information 120 stored in the alert temporary storage unit 107, the alert notification unit 105 obtains a negative result in step SP6. In this case, the alert determination unit 104 waits again for notification of operation information from the operator terminal 300.

[0070] On the other hand, if the alert indicator information 120 stored in the alert temporary storage unit 107 includes alert indicator information 120 for which the operator notification necessity 120d is "Yes", the alert notification unit 105 obtains a positive result in step SP6 and proceeds to step SP7. In step SP7, the alert notification unit 105 performs processing to notify the operator terminal 300 of the alert content 120c and the operator assistance message 120e of the alert indicator information 120 for which the operator notification necessity 120d is "Yes" among the alert indicator information 120 stored in the alert temporary storage unit 107. As a result, in step SP8, the alert content 120c of the alert that has occurred to the operator and the operator assistance message 120e for that operator are notified to the operator terminal 300.

[0071] When the alert message display unit 307 of the operator terminal 300 receives the alert content 120c and the operator assistance message 120e from the call center server 100, in step SP9, it displays an alert message based on the received alert content 120c and operator assistance message 120e on the screen via the display output unit 302.

[0072] On the other hand, when the alert information display unit 205 of the administrator terminal 200 receives the alert content 120c of the alert that has occurred to the operator and the operation information of the operator from the call center server 100, in step SP10, it displays on the screen via the display output unit 202 a list of alerts (i.e., alert occurrence information 220) based on the received alert content 120c.

[0073] Furthermore, when an operation of clicking any operation information link 220c in the alert list is performed via the operation input unit 201, the alert information display unit 205 displays, in step SP11, the operation information linked to the clicked operation information link 220c (i.e., the operation information of the operator for whom the alert has occurred) on the screen via the display output unit 202.

[0074] The administrator checks the list of alerts occurring to the operator and the operation information of the operator displayed on the administrator terminal 200, and then in step SP12 follows up on the operator's work by sending a chat to the operator using the chat communication control unit 206 of the administrator terminal 200 or by having the operator make a call using the voice call control unit 204. The operation of the call center system 1 is as described above.

[0075] For simplicity of explanation, the case where there is one operator terminal 300 has been described here, but the operation is basically the same when there are multiple operator terminals 300. When there are multiple operator terminals 300, it is possible to associate the registration information of the operator with various information such as the alert index information 120 and operation information, so that it is possible to determine which operator the various information relates to.

[0076] [3. Summary and Effects] As described above, in this embodiment, the call center server 100 as a processing device and a computer is provided with a first processing unit (alert determination unit 104) that determines whether or not an alert has occurred based on operation information received from the operator terminal 300, a second processing unit (alert notification unit 105) that, when the first processing unit (alert determination unit 104) determines that an alert has occurred, notifies the administrator terminal 200 of alert content 120c as alert information based on the alert and the operation information received from the operator terminal 300, and a third processing unit (alert notification unit 105) that, when the first processing unit (alert determination unit 104) determines that an alert has occurred, notifies the operator terminal 300 of the alert content 120c and an operator support message 120e as message information for supporting the operator. As a result, in this embodiment, problems occurring to operators can be detected and support can be provided quickly.

[0077] That is, in this embodiment, when an alert occurs for an operator, the alert notification unit 105 transmits the alert content 120c of the occurring alert and the operation information of the operator for whom the alert occurred to the administrator terminal 200. In this way, the administrator can check the alert content 120c (i.e., the alert occurrence information 220) displayed on the administrator terminal 200 and quickly and easily grasp the content of the alert that has occurred for the operator, that is, the problem with the operator's operating status. Furthermore, the administrator can check the operator's operation information displayed on the administrator terminal 200 and quickly and easily grasp the details of the operator's operating status.

[0078] In this way, in this embodiment, the administrator can quickly and easily grasp the problems and details of the operator's operating status, so the administrator can provide prompt and appropriate support to the operator using chat or telephone.

[0079] Furthermore, in this embodiment, when an alert occurs for an operator, the alert notification unit 105 transmits the alert content 120c of the alert that has occurred and an operator assistance message 120e to the operator terminal 300. This allows the operator to check the alert content 120c and the operator assistance message 120e displayed on the operator terminal 300 and easily request assistance from the administrator via chat or telephone. This allows problems with the operator's operating status to be resolved quickly, resulting in increased customer satisfaction in customer service operations and improved operator productivity. In other words, it is possible to improve the situation in which operators work at their own pace without considering customer satisfaction or productivity.

[0080] Furthermore, in this embodiment, by automatically notifying the operator at home of the operator support message 120e, psychological support can be provided to prevent the operator at home from feeling lonely, and it is expected that the operator at home will psychologically feel more comfortable asking the manager for support.

[0081] Furthermore, in this embodiment, the alert determination unit 104 analyzes operation information periodically received from the operator terminal 300, calculates the value of an alert index (alert index value) that serves as an index for determining whether an alert has occurred to the operator, and determines that an alert has occurred if the alert index value satisfies the alert notification criteria 120b set in advance in the alert index information 120. In this way, the occurrence of an alert can be detected accurately and quickly.

[0082] 4. Other Embodiments [4-1. Other embodiment 1] In the above-described embodiment, the functions related to alert determination and alert notification (such as the alert determination unit 104, the alert notification unit 105, the alert index information storage unit 106, the alert temporary storage unit 107, and the operator operation information storage unit 108) are provided in the call center server 100, but this is not limiting, and for example, these functions may be provided in the administrator terminal 200. In this case, the administrator terminal 200 determines whether or not an alert has occurred, and if an alert has occurred, notifies the administrator terminal 200 of the alert content 120c and the operator operation information, and notifies the operator terminal 300 of the alert content 120c and the operator support message 120e.

[0083] Furthermore, without being limited to this, for example, these functions may be provided in the operator terminal 300. In this case, the operator terminal 300 determines whether or not an alert has occurred, and if an alert has occurred, notifies the administrator terminal 200 of the alert content 120c and the operator's operation information, and notifies the operator terminal of the alert content 120c and the operator support message 120e.

[0084] [4-2. Other embodiment 2] Furthermore, in the above-described embodiment, the present invention is applied to a call center system 1 in which an operator works from home (i.e., the operator terminal 300 is connected to the company's internal LAN 20 via the Internet Nt, etc.), but it is not limited to this and can also be applied to a call center system in which an operator works in the company (i.e., the operator terminal 300 is connected to the company's internal LAN 20), or to a call center system in which both operators work from home and operators work in the company are present.

[0085] [4-3. Other embodiment 3] Furthermore, in the above-described embodiment, the alert determination unit 104 determines whether an alert has occurred for the operator based on the operator's operation information and the alert indicator information 120. Here, the alert indicator information 120 may be set for each operator, or different alert indicator information 120 may be set for operators working in-house and operators working from home. This makes it possible, for example, to set different alert notification criteria 120b for operators who provide simple customer service and operators who require advanced customer service, or to have the alert notification unit 105 notify only operators working from home of the alert content 120c and the operator support message 120e when an alert occurs. Note that when the alert indicator information 120 is set for each operator in this way, the alert indicator information 120 may be managed by linking it to the registration information of the target operator.

[0086] [4-4. Other embodiment 4] Furthermore, in the above-described embodiment, when an alert occurs for an operator, the alert notification unit 105 of the call center server 100 notifies the operator terminal 300 of the alert content 120c and the operator assistance message 120e. Here, the alert notification unit 105 of the call center server 100 may notify the operator terminal 300 of the alert content 120c and the operator assistance message 120e as a chat message. In this case, the chat communication control unit 308 of the operator terminal 300 displays the received chat message (i.e., the alert message) on the chat screen. In this way, after the alert message is displayed, a smooth transition to operator assistance via chat can be made.

[0087] [4-5. Other embodiment 5] Furthermore, in the above-described embodiment, the present invention is applied to a call center system 1 in which an operator responds to customers using the telephone, but it is not limited to this and can also be applied to a customer response system in which an operator responds to customers using other communication means (e.g., chat, etc.).

[0088] [4-6. Other Embodiment 6] Furthermore, in the above-described embodiment, the present invention is applied to a call center server 100, which is a specific example of a processing device and a computer, but this is not limited to this, and the present invention may also be applied to processing devices and computers with configurations that are partially different from those of the call center server 100.

[0089] Furthermore, in the above-described embodiment, the call center server 100, which is a specific example of a processing device and a computer, is provided with a second processing unit that notifies the administrator terminal 200 of alert information and operator operation information, and the alert notification unit 105, which is a specific example of a third processing unit that notifies the operator terminal 300 of alert information and message information. However, this is not limited to this, and for example, instead of the alert notification unit 105, an alert notification unit that functions as the second processing unit and an alert notification unit that functions as the third processing unit may be separately provided.

[0090] [4-7. Other Embodiments 7] Furthermore, the present invention is not limited to the above-described embodiments, and the scope of application of the present invention extends to embodiments in which some or all of the above-described embodiments are combined in any manner, or embodiments in which only some of the embodiments are extracted.

[0091] [5. Notes] The following additional notes are provided regarding the above-described embodiment.

[0092] In order to solve this problem, the processing device of the present invention is provided with a first processing unit that determines whether or not an alert has occurred based on operation information received from an operator terminal, a second processing unit that, when the first processing unit determines that the alert has occurred, notifies an administrator terminal of alert information based on the alert and the operation information received from the operator terminal, and a third processing unit that, when the first processing unit determines that the alert has occurred, notifies the operator terminal of the alert information and message information for assisting the operator.

[0093] Furthermore, the processing method of the present invention is a processing method of a processing device, in which the processing device has a step of determining whether or not an alert has occurred based on operation information received from an operator terminal, a step of notifying an administrator terminal of alert information based on the alert and the operation information received from the operator terminal when it is determined that the alert has occurred, and a step of notifying the operator terminal of the alert information and message information for assisting the operator when it is determined that the alert has occurred.

[0094] Furthermore, in the program of the present invention, the computer is configured to function as a first processing unit that determines whether or not an alert has occurred based on operation information received from an operator terminal, a second processing unit that, when the first processing unit determines that the alert has occurred, notifies an administrator terminal of alert information based on the alert and the operation information received from the operator terminal, and a third processing unit that, when the first processing unit determines that the alert has occurred, notifies the operator terminal of the alert information and message information for assisting the operator.

[0095] Thus, the present invention can realize a processing device, a processing method, and a program that can quickly detect problems occurring to an operator and provide support. [Industrial Applicability]

[0096] The present invention can be widely used in customer support systems such as call center systems. [Explanation of symbols]

[0097] 1...Call center system, 10...PBX, 100...Call center server, 101...Operation input unit, 102...Display output unit, 103...Call control unit, 104...Alert determination unit, 105...Alert notification unit, 106...Alert index information storage unit, 107...Alert temporary storage unit, 108...Operator operation information storage unit, 109...Operator registration information storage unit, 120...Alert index information, 200...Administrator terminal, 201...Operation input unit, 202...Display output unit, 2 03...Voice call unit, 204...Voice call control unit, 205...Alert information display unit, 206...Chat communication control unit, 207...Data storage unit, 220...Alert occurrence information, 300...Operator terminal, 301...Operation input unit, 302...Display output unit, 303...Voice call unit, 304...Voice call control unit, 305...Business application, 306...Operation information collection unit, 307...Alert message display unit, 308...Chat communication control unit, 309...Data storage unit.

Claims

1. a first processing unit that determines whether an alert has occurred based on operation information received from an operator terminal; a second processing unit that, when it is determined by the first processing unit that the alert has occurred, notifies an administrator terminal of alert information based on the alert and the operation information received from the operator terminal; a third processing unit that notifies the operator terminal of the alert information and message information for supporting an operator when the first processing unit determines that the alert has occurred; Equipped with The third processing unit includes: If it is determined by the first processing unit that the alert has occurred, and if it is set to notify the alert information and the message information when the alert has occurred, notify the operator terminal of the alert information and the message information. A processing device characterized by:

2. A processing method for a processing device, the processing device comprising: a determination step of determining whether or not an alert has occurred based on operation information received from the operator terminal; an administrator terminal notifying step of, when it is determined that the alert has occurred, notifying an administrator terminal of alert information based on the alert and the operation information received from the operator terminal; an operator terminal notifying step of notifying the operator terminal of the alert information and message information for supporting the operator when it is determined that the alert has occurred; and In the operator terminal notification step, If it is determined that the alert has occurred, and if it is set to notify the alert information and the message information when the alert has occurred, notify the operator terminal of the alert information and the message information. A processing method characterized by:

3. Computer, a first processing unit that determines whether an alert has occurred based on operation information received from an operator terminal; a second processing unit that, when it is determined by the first processing unit that the alert has occurred, notifies an administrator terminal of alert information based on the alert and the operation information received from the operator terminal; a third processing unit that notifies the operator terminal of the alert information and message information for supporting an operator when the first processing unit determines that the alert has occurred; and make it work, The third processing unit includes: If it is determined by the first processing unit that the alert has occurred, and if it is set to notify the alert information and the message information when the alert has occurred, notify the operator terminal of the alert information and the message information. A program characterized by:

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