Processing device, processing method, and program

Abstract

To improve a customer service of a call center system and improve the operating efficiency.SOLUTION: In a call center server 100 (a contact center server 100), a queue control unit 104 acquires waiting call information. Incoming call number transition data is generated on the basis of call reception history data. The waiting call information and the incoming call number transition data are transmitted to an administrator terminal 200, and a priority correspondence call setting request and a priority correspondence call setting target are received from the administrator terminal 200. The queue control unit 104 moves a prioritized number of waiting calls among waiting calls related to the priority correspondence call setting target in a response waiting queue 105 of a target ACD (Automatic Call Distribution) group, from the head of the waiting calls to a priority correspondence queue 106 of the target ACD group, on the basis of the priority correspondence call setting target.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 conventional call center systems (contact center systems), automatic call distribution (ACD) functions sequentially queue incoming calls to the appropriate operators once they are assigned to them. When an operator becomes available, the call is then distributed from the queue to that operator. Therefore, if the number of incoming calls exceeds the number of available operators, the incoming call must wait in the queue until an operator becomes available to answer. Because of this specification, even if a call from a caller does not want to wait, once the call is queued, it must wait until all calls queued before it are connected to an operator, or until the caller abandons the call and there are no more calls waiting in the queue.

[0003] Patent Document 1 provides a method for notifying an operator of a list of waiting calls in a queue so that incoming calls that should not be kept waiting can be quickly handled, and the operator can specify the waiting call they wish to handle, thereby removing the waiting call from the queue and connecting the call to that operator. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Patent Publication No. 2021-34961 Summary of the Invention [Problem to be solved by the invention]

[0005] However, in the method of Patent Document 1, in which an operator selects and responds to waiting calls, it is dependent on the operator's personal judgment. This means that in order to increase the number of individual calls, the operator may select only customers who are likely to require a short response time, or may avoid responding to complaints, resulting in a bias in the response to incoming calls and a decline in customer service. Furthermore, the method of Patent Document 1 does not allow the operator to respond after checking the call status and call trends of the entire call center system, which leads to a decline in the operating efficiency of the entire call center system.

[0006] In view of the above circumstances, an object of the present invention is to improve customer service in a call center system and also to improve operational efficiency. [Means for solving the problem]

[0007] The present invention, which solves the above problem, comprises a first processing unit that acquires first information having information about waiting calls, a second processing unit that generates third information having information about the change in the number of incoming calls based on second information having information about the call history, and a third processing unit that transmits the first information and the third information to a first device and receives fourth information having information about a request for priority call setting and fifth information having information about the setting target from the first device, wherein the third processing unit is a processing device that, based on the fifth information, moves the number of waiting calls that are to be given priority treatment from the head of the waiting calls in the response waiting queue of a target ACD (Automatic Call Distribution) group, among the waiting calls related to the information about the setting target, to the priority treatment queue of the target ACD group.

[0008] The present invention also provides a processing method comprising: a first step of acquiring first information having information on waiting calls; a second step of generating third information having information on the change in the number of incoming calls based on second information having information on the call history; a third step of transmitting the first information and the third information to a first device; a fourth step of receiving from the first device fourth information having information on a request for priority call setting and fifth information having information on the setting target; and a fifth step of moving, based on the fifth information, a number of waiting calls that are to be given priority handling from the head of the waiting calls in the response waiting queue of a target ACD (Automatic Call Distribution) group, among the waiting calls related to the information on the setting target, to the priority handling queue of the target ACD group.

[0009] The present invention also provides a program that causes a computer of a processing device to function as a first processing unit that acquires first information having information about waiting calls, a second processing unit that generates third information having information about the trend in the number of incoming calls based on second information having information about the call history, and a third processing unit that transmits the first information and the third information to the first device and receives fourth information having information about a request for priority call setting and fifth information having information about the setting target from the first device, and causes the third processing unit to move, based on the fifth information, a number of waiting calls that are to be given priority handling from the head of the waiting calls in the response waiting queue of a target ACD (Automatic Call Distribution) group, among the waiting calls related to the information about the setting target, to the priority handling queue of the target ACD group. [Effects of the Invention]

[0010] According to the present invention, it is possible to improve customer service in a call center system and also improve operational efficiency. [Brief explanation of the drawings]

[0011] [Figure 1] 1 is a diagram showing a system configuration of a call center system (contact center system) according to a first embodiment. [Figure 2] 10 is an example of incoming call history data. [Figure 3] 10 is an example of customer information data. [Figure 4] 10 is an example of a waiting call management screen displayed on a screen of an administrator terminal. [Figure 5] 10 is an example of a flow of a batch priority call setting process for waiting calls by an administrator. [Figure 6] 10 is an example of a waiting call details screen for a subject according to the second embodiment. [Figure 7] 10 is a diagram illustrating an example of a call setting flow for prioritizing individual waiting calls by a manager. DETAILED DESCRIPTION OF THE INVENTION

[0012] Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings. Each drawing is merely a schematic illustration to allow a sufficient understanding of the present invention. Therefore, the present invention is not limited to the illustrated examples. Furthermore, in the drawings, the dimensions of components constituting the present invention may be exaggerated for clarity. In addition, in each drawing, common or similar components are designated by the same reference numerals, and redundant explanations thereof will be omitted.

[0013] [First embodiment] <Configuration> FIG. 1 is a diagram showing the system configuration of a call center system (contact center system) according to the first embodiment. In FIG. 1, a customer telephone 1 is an outside telephone used by a customer. The customer telephone 1 is connected to a public network 2 and can make calls to a call center system 10 that is also connected to the public network 2. There may be one customer telephone 1 as shown in FIG. 1, or there may be multiple customer telephones 1.

[0014] The call center system 10 includes a GW3 (gateway device) connected to a public network 2, a call center server 100 (contact center server 100), a manager terminal 200, and multiple operator terminals 300. There may be multiple manager terminals 200, or there may be only one operator terminal 300. The GW3, call center server 100, and operator terminal 300 are connected to a communication network 4 within the call center system 10. The communication network 4 may be a LAN (Local Area Network) or an IP (Internet Protocol) network.

[0015] The call center server 100 (contact center server 100), the administrator terminal 200, and the operator terminal 300 are configured as computers having a CPU (Central Processing Unit), memory, storage means (storage unit) such as a hard disk, and a network interface. The CPU executes programs loaded into the memory, thereby realizing various functions of the computer.

[0016] The GW3 is a device that connects the customer telephone 1 and the call center system 10 via the public network 2. The GW3 functions as a conversion device that is placed between the public network 2 and the communication network 4. The GW3 can perform media conversion between signals (including voice signals) on the public network 2 side and signals (including voice signals) on the communication network 4 side.

[0017] (Call center server 100) The call center server 100 is a device that performs processing related to telephone answering operations. The call center server 100 includes a communication processing unit 101, an IVR processing unit 102, a call control processing unit 103, a queue control unit 104, a response waiting queue 105, a priority response queue 106, an incoming call number transition data generation unit 107, an incoming call history data storage unit 108, and a customer information data storage unit 109.

[0018] The communication processing unit 101 performs data transmission and reception processing in the call center server 100 . The IVR processing unit 102 is connected to the public network 2 via the communication processing unit 101, and functions as an interactive voice response system that automatically responds to incoming voice calls. Specifically, the IVR processing unit 102 encourages the customer to dial by playing a response voice prepared according to a predetermined logic in response to the telephone number received from the customer telephone 1, and when the IVR processing unit 102 acquires message content information (information indicating the message content linked to one or more dialing operations) and the like from the customer through the customer's dialing operation, it hands over the voice call to the call control processing unit 103 in accordance with the acquired information.

[0019] The call control processor 103 has an ACD (Automatic Call Distribution) function that automatically distributes incoming calls from customer telephones 1 to appropriate operators. In the ACD function, multiple operator terminals 300 are grouped into one group (hereinafter sometimes referred to as an "ACD group"), to which one or more incoming numbers are assigned. The incoming number is an identifier for classifying incoming calls, and can be matched to, for example, the classification of business content by IVR. This makes it possible to narrow down the types of business to be handled by operators (operator terminals 300) belonging to each ACD group. When an incoming call to the incoming number occurs, the call is received by an operator terminal 300 in the ACD group. If there is no operator terminal 300 available to receive the call (for example, when all operator terminals 300 belonging to the ACD group corresponding to the incoming number are already answering), the incoming call is placed in the answer waiting queue 105 of the corresponding ACD group (queuing). When an operator terminal 300 that is available (waiting) to receive a call is detected, the call control processing unit 103 retrieves the incoming call queued in the priority response queue 106 and the response waiting queue 105 via the queue control unit 104, and the call is routed to the detected operator terminal 300. After receiving an incoming call, the call control processing unit 103 generates incoming call information corresponding to the incoming call. The incoming call information includes the caller number (e.g., the telephone number or dial-in number of the customer telephone 1) notified by the GW 3, the business content information notified by the IVR processing unit 102, and additional information associated with the caller number. The additional information is stored in advance in the customer information data storage unit 109, and is searched for in the table (see FIG. 3) using the telephone number as a key. Furthermore, call control processor 103 writes the incoming call time, the caller number included in the incoming call information, the destination ACD group, and the subject (content of the subject) as incoming call history data into incoming call history data storage 108 (see FIG. 2 described later).

[0020] The queue control unit 104 controls the response waiting queue 105 and the priority response queue 106. The queue control unit 104 has a function of accessing the response waiting queue 105 and the priority response queue 106 in response to a command from the call control processing unit 103, and writing or retrieving incoming call information. The queue control unit 104 also has a function of referencing incoming call information in response to a request from the administrator terminal 200, and moving an incoming call (waiting call) designated by the administrator as a priority response call from the response waiting queue 105 to the priority response queue 106. When the queue control unit 104 receives a command from the call control processing unit 103 to retrieve an incoming call (waiting call), it first accesses the priority response queue 106 and retrieves the incoming call (waiting call) from the top. If there is no incoming call (waiting call) in the priority response queue 106, the queue control unit 104 accesses the response waiting queue 105 and retrieves the incoming call (waiting call) from the top.

[0021] The answer waiting queue 105 provides a queuing function that holds incoming call information for incoming calls from the customer telephone 1. A answer waiting queue 105 exists for each ACD group (indicated by symbols G1, G2, G3, ... in Figure 1). When there is a new incoming call and there is no operator terminal 300 available to answer the call in the destination ACD group, the call control processing unit 103 uses the queue control unit 104 to load (hold) the incoming call information for that incoming call into the answer waiting queue 105 of the corresponding ACD group (the ACD group to which the terminating number of that incoming call is assigned and to which that incoming call is determined to be distributed).

[0022] The priority response queue 106 provides a queuing function that holds incoming call information moved from the answer waiting queue 105. A priority response queue 106 exists for each answer waiting queue 105. In other words, a priority response queue 106 exists for each ACD group (indicated by symbols G1, G2, G3, ... in Figure 1). The queue control unit 104 moves incoming call information held in the answer waiting queue 105 of any ACD group to the priority response queue 106 of the same ACD group under predetermined conditions.

[0023] The call count trend data generation unit 107 aggregates the call history data stored in the call history data storage unit 108, and generates call count trend data showing the number of calls per unit time (e.g., 5 minutes) for each subject matter of each ACD group over a predetermined period (e.g., 90 minutes).

[0024] The incoming call history data storage unit 108 stores incoming call history data that associates the caller number of an incoming call, the time of the incoming call, the destination ACD group, and the contents of the call. Fig. 2 shows an example of incoming call history data. For example, as shown in Fig. 2, the incoming call history data includes an incoming call time 601 indicating the time when the incoming call arrived at the call control processing unit 103, a caller number 602 indicating the telephone number of the caller (customer telephone 1), a destination ACD group 603 indicating the ACD group to which the incoming call is to be delivered (distributed), and a message 604 indicating the content of the message input by the customer (customer telephone 1) via the IVR processing unit 102. The information included in the incoming call history data is not limited to the incoming call time 601, the caller number 602, the destination ACD group 603, and the message 604.

[0025] The customer information data storage unit 109 stores customer information data that associates the caller number of an incoming call, the caller's name, and additional information. Fig. 3 shows an example of customer information data. As shown in Fig. 3, the customer information data includes, for example, a caller number 801 indicating the telephone number of the caller (customer telephone 1), a name 802 indicating the name of the caller, and additional information 803 indicating information about the caller (such as importance). Importance is an index for ranking callers, and can be labeled A, B, C, etc. in descending order of importance. For example, the importance level is increased for a caller inquiring about a highly urgent matter.

[0026] (Administrator terminal 200) Returning to FIG. 1 , the administrator terminal 200 is a device used by a telephone answering service administrator. The administrator terminal 200 can be, for example, a personal computer or a smartphone, but is not limited to these. The administrator terminal 200 includes a communication processing unit 201, an operation input unit 202, a display output unit 203, a waiting call information display unit 204, and a priority call setting unit 205.

[0027] The communication processing unit 201 performs data transmission and reception processing in the administrator terminal 200 . The operation input unit 202 accepts input of instructions from the administrator via input means such as a mouse or keyboard. The display output unit 203 converts various data into video signals and outputs them to the display of the administrator terminal 200 .

[0028] When the waiting call information display unit 204 receives a waiting call display request from an administrator via the operation input unit 202, it transmits a request to acquire waiting call information to the call center server 100. The waiting call information is information obtained by analyzing the incoming call information held in the answer waiting queue 105, and includes, for example, but is not limited to, the ACD group to which the target waiting call will be assigned, the subject information of the target waiting call, and the number of waiting calls. The waiting call information display unit 204 also analyzes the waiting call information and incoming call count trend data received from the call center server 100 to tally the number of waiting calls for each subject of each ACD group, and analyzes the incoming call count trend data to generate an incoming call count trend graph for each subject of each ACD group. The waiting call information display unit 204 also generates image data for a waiting call management screen 400 including the generated incoming call count trend graph, and displays it on the screen via the display output unit 203.

[0029] FIG. 4 shows an example of a waiting call management screen displayed on the screen of the administrator terminal. As shown in FIG. 4, the waiting call management screen 400 includes, for example, an incoming call status display button 401 indicating the button that the administrator clicks to display the number of waiting calls and the trend in the number of incoming calls for each message in each ACD group, a priority call setting button 402 indicating the button that the administrator clicks to set up a priority call, a group column 403 indicating the identifier of the ACD group, a message column 404 indicating the message content of the incoming call (which can be obtained from the message content information), a number of waiting calls column 405 indicating the number of waiting calls for the message, a number of incoming call trend column 406 indicating the trend in the number of incoming calls per unit time (e.g., 5 minutes) for the message, a priority response column 407 indicating whether or not the checkbox is checked, depending on the administrator's settings, whether waiting calls for the message will be given priority response, and a percentage column 408 indicating the value (proportion) that the administrator enters to set what percentage of the number of waiting calls for the message will be given priority response when priority response is given (when the checkbox is checked).

[0030] For each ACD group indicated in the group column 403 and for each message content indicated in the message column 404, values ​​are associated with the number of waiting calls column 405, the number of incoming calls trend column 406, the priority handling column 407, and the percentage column 408. The message column 404 also functions as a link that the administrator clicks to display the waiting call details screen 700 for the corresponding message (see FIG. 6 described later). By checking the number of waiting calls and the trend of the number of incoming calls for each message displayed on the waiting call management screen 400, the administrator can determine which waiting calls for which messages should be made priority handling calls, and set the priority handling calls as necessary (by checking the checkbox and entering the percentage).

[0031] 1, when a priority response call setting request is received from the manager (when the priority response call setting button 402 is pressed), the priority response call setting unit 205 calculates the number of priority response calls based on the input value (proportion) in the priority response call setting percentage field 408 of the business selected as the priority response call setting target (the checkbox is checked), and transmits the calculated number to the call center server 100. In addition, the priority response call setting unit 205 tallies the ACD group (see group field 403), business (business field 404), and number of waiting calls (see number of waiting calls field 405) of the priority response call setting target, and transmits the calculated number to the call center server 100. For example, as shown in Figure 4, when the "new contract" order (number of waiting calls: 10) for the ACD group "G1" is set as a priority call and a percentage of 50% is entered, the priority call setting unit 205 sets 5 (= 10 x 50 / 100) calls as priority calls and requests the call center server 100 to make this setting.

[0032] (Operator terminal 300) The operator terminal 300 is a device used by an operator engaged in telephone answering work, and provides call control functions such as incoming and outgoing calls via external or internal lines, and voice call functions. The operator terminal 300 can be, for example, but is not limited to, a personal computer, a smartphone, or a telephone.

[0033] <Processing> Next, the processing of the first embodiment will be described. Fig. 5 shows an example of a flow for setting up priority calls collectively for waiting calls by an administrator. First, the administrator terminal 200 receives, in the waiting call information display unit 204, an operation instruction from the administrator inputted via the operation input unit 202 (clicking the incoming call status display button 401 on the waiting call management screen 400) as a waiting call display request (step S501). Next, the administrator terminal 200 transmits the waiting call display request to the call center server 100 in accordance with the operation instruction (step S502).

[0034] Next, when the call center server 100 receives the waiting call display request from the administrator terminal 200, it acquires waiting call information in the response waiting queue 105 of each ACD group via the queue control unit 104 (step S503). Next, the call center server 100 causes the incoming call number trend data generation unit 107 to generate incoming call number trend data (list data of the number of incoming calls per unit time for each message of each ACD group) from the incoming call history data stored in the incoming call history data storage unit 108 (step S504). Next, the call center server 100 transmits the acquired waiting call information (including the ACD group, message content information, and number of waiting calls) and incoming call number trend data to the administrator terminal 200 (step S505).

[0035] Next, the administrator terminal 200 analyzes the waiting call information received from the call center server 100 in the waiting call information display unit 204 and tallies the number of waiting calls for each task of each ACD group (step S506). Also, the administrator terminal 200 analyzes the incoming call number trend data received from the call center server 100 in the waiting call information display unit 204 and generates an incoming call number trend graph for each task of each ACD group (step S507). Next, the administrator terminal 200 displays the waiting call management screen 400, including the tallied number of waiting calls and the generated incoming call number trend graph, on the screen in the waiting call information display unit 204 via the display output unit 203 (step S508).

[0036] Next, the priority response call setting unit 205 of the manager terminal 200 accepts the manager's operational instruction (clicking the priority response call setting button 402 on the waiting call management screen 400) input via the operation input unit 202 as a priority response call setting request (step S509). Next, the manager terminal 200 generates priority response call setting information in accordance with the operational instruction (step S510). The priority response call setting information includes the ACD group to be the priority response call setting target selected by the manager's operation, the business content information, the number of waiting calls, and the number of priority response calls calculated based on the priority response rate value. Next, the priority response call setting unit 205 of the manager terminal 200 transmits the priority response call setting request and the priority response call setting information to the call center server 100 (step S511).

[0037] Next, when the call center server 100 receives a priority call setting request from the manager terminal 200, it accesses the answer waiting queue 105 of the target ACD group via the queue control unit 104 and moves the waiting calls set as priority call to the priority queue 106 (step S512). Specifically, it moves the number of waiting calls that match the setting target business from the top as priority call to the priority queue 106.

[0038] Thereafter, the call center server 100 distributes the waiting calls retrieved from the priority response queue 106 to the operator terminals 300 that belong to the target ACD group and are now able to receive calls (step S513). The call center server 100 also distributes the waiting calls retrieved from the answer waiting queue 105 to the operator terminals 300 that belong to the target ACD group and are now able to receive calls (step S514). Waiting calls are retrieved from the top of the priority response queue 106, and after all waiting calls in the priority response queue 106 have been distributed, waiting calls are retrieved from the top of the answer waiting queue 105 and distributed.

[0039] <Effects> According to the first embodiment, the call center server 100 is provided with a priority response queue 106 in addition to the answer waiting queue 105 for each ACD group, and waiting calls in the priority response queue 106 are distributed to the operator terminal 300 with priority over the answer waiting queue 105. Therefore, by operating the administrator terminal 200 and designating a waiting call for each task in each ACD group as a priority response call, the target waiting call can be moved from the answer waiting queue 105 to the priority response queue 106 and connected to the operator terminal 300 with priority. In other words, the order of arrival of waiting calls can be changed.

[0040] Furthermore, by displaying the waiting call information and the transition status of the number of incoming calls for each ACD group on the waiting call management screen 400 of the administrator terminal 200, the administrator can set priority handling for waiting calls after checking the operating status and incoming call trends of the entire call center, thereby improving the operating efficiency of the entire call center. In addition, by setting the priority response ratio for existing waiting calls when setting the priority response for waiting calls, flexible operation is possible that reduces bias in how operators respond to incoming calls, thereby improving customer service throughout the call center.

[0041] [Second embodiment] In explaining the second embodiment, we will omit the overlapping explanation with the first embodiment and focus on the differences. The second embodiment differs from the first embodiment in that waiting calls that can be set as priority calls can be set individually for each incoming call.

[0042] Fig. 6 shows an example of a waiting call details screen for a message according to the second embodiment. When the administrator clicks on a message with a link shown in the message field 404 on the waiting call management screen 400 in Fig. 4, a waiting call details screen 700 for the corresponding message is displayed on the administrator terminal 200, as shown in Fig. 6. As shown in FIG. 6, the waiting call details screen 700 for a message includes, for example, a priority call setting button 701 indicating the button that the administrator clicks to set up a priority call, a message field 702 indicating the message content of the incoming call (which can be obtained from the message content information), a connection order field 703 indicating the connection order in the answer waiting queue 105 prepared for the target ACD group (the order in which the calls are loaded into the answer waiting queue 105), a caller number field 704 indicating the caller's telephone number, a name field 705 indicating the caller's name, an incoming call time field 706 indicating the time at which the call arrived at the call control processing unit 103, a waiting time elapsed field 707 indicating the time elapsed since the call arrived, an additional information field 708 indicating information on the importance of the customer, and a priority response field 709 indicating whether or not the checkbox is checked, depending on the administrator's settings, whether or not the waiting call for the message in question will be given priority response.

[0043] The priority response call setting button 701 is the same as the priority response call setting button 402 (FIG. 4). The subject field 702 corresponds to the subject field 404 of the waiting call management screen 400 (Fig. 4). The caller number field 704 corresponds to the caller number 801 of the customer information data (Fig. 3). The name field 705 corresponds to the name 802 of the customer information data (Fig. 3). The incoming call time field 706 corresponds to the incoming call time 601 of the incoming call history data (Fig. 2). The additional information field 708 corresponds to the additional information 803 of the customer information data (Fig. 3).

[0044] 6, for example, suppose that an administrator has selected a waiting call with a connection order of "5" in the connection order column 703 as a priority call (checked the checkbox) in consideration of the urgency of the waiting call. In this case, the priority call setting unit 205 sets the waiting call with a connection order of "5" as a priority call and requests the call center server 100 to make this setting.

[0045] <Processing> Next, the processing of the second embodiment will be described. Fig. 7 shows an example of a flow for setting up a priority call for an individual waiting call by an administrator. For convenience of explanation, it is assumed that the processing of steps 501 to S508 in the flow of Fig. 5 has been performed.

[0046] Next, when a link shown in the message field 404 of the waiting call management screen 400 is selectively clicked in accordance with an operation instruction input by the administrator via the operation input unit 202, the administrator terminal 200 displays the waiting call details screen 700 of the selected message on the screen in the waiting call information display unit 204 via the display output unit 203 (step S901).

[0047] Next, the priority call setting unit 205 of the administrator terminal 200 accepts the administrator's operational instruction (clicking the priority call setting button 701 on the waiting call details screen 700 for the message) input via the operation input unit 202 as a priority call setting request (step S902). Next, the administrator terminal 200 generates a priority call list in accordance with the operational instruction (step S903). The priority call list includes, for one or more priority calls selected by the administrator's operation, the ACD group to which the priority call is assigned (determined from the group field 403), the message selected by the administrator, and the connection order in the waiting call group corresponding to the selected message (determined from the connection order field 703). The priority call list corresponds to a list of incoming calls individually narrowed down from priority call setting targets. Next, the priority call setting unit 205 of the administrator terminal 200 transmits the priority call setting request and the priority call list to the call center server 100 (step S904).

[0048] Next, when the call center server 100 receives a priority call setup request from the administrator terminal 200, it accesses the answer waiting queue 105 of the target ACD group via the queue control unit 104 and moves the waiting calls that correspond to the priority call list to the priority response queue 106 (step S905). Specifically, waiting calls that have been checked in the priority response column 709 (FIG. 6) are moved to the priority response queue 106 in ascending order of connection order. Thereafter, similar to steps S513 and S514 in FIG. 5, the waiting calls retrieved from the priority response queue 106 and the waiting calls retrieved from the answer waiting queue 105 are distributed.

[0049] <Effects> According to the second embodiment, the caller information (customer information data) of the waiting call is displayed on the waiting call details screen 700 of the manager terminal 200, and the manager can set a priority call after checking the caller information. Therefore, the waiting call is moved from the answer waiting queue 105 of the call center server 100 to the priority response queue 106, and can be connected to the operator terminal 300 with priority. This makes it possible to quickly (with priority) respond to incoming calls from customers requiring emergency response without relying on the judgment of the operator.

[0050] [Relationship with the claims] The queue control unit 104 is a specific example of a "first processing unit," a "second processing unit," and a "third processing unit" in the claims. The waiting call information is a specific example of the "first information" in the claims. The incoming call history data is a specific example of the "second information" in the claims. The call number transition data is a specific example of the "third information" in the claims. The priority call setup request is a specific example of the "fourth information" in the claims. The priority call setting target is a specific example of the "fifth information" in the claims. The additional information is a specific example of the "sixth information" in the claims.

[0051] [Variations] (a): In the first embodiment, an interactive voice response (IVR) system classifies incoming calls by business content, and the number of waiting calls is displayed for each business (content) on the waiting call management screen 400 of the administrator terminal 200. However, even if a call center system (contact center system) does not have an interactive voice response (IVR) system and incoming calls are not classified by business content, the number of waiting calls may be displayed on the waiting call management screen 400 of the administrator terminal 200. In other words, the number of waiting calls may be displayed for each ACD group. In particular, in the first embodiment, when the number of waiting calls is displayed for each business (content), the number of waiting calls that match the set target business is moved from the top as a priority call to the priority response queue 106. However, even if incoming calls are not classified by business content, the number of waiting calls that are moved from the top as a priority call may be moved to the priority response queue 106. Furthermore, as priority handling calls, waiting calls that match the set target business may be moved to the priority handling queue 106 not from the top, but for example, a randomly selected number of priority handling calls. In this case, it does not matter whether or not the incoming calls are classified by business content. (b) In the second embodiment, an interactive voice response system classifies incoming calls by message content, and then selects individual calls as priority calls. However, individual priority calls may be set without classifying the message content by an interactive voice response system.

[0052] (c): The above-mentioned invention-specific features can be combined as appropriate. (d): Means that can be realized in software can be realized in hardware, and means that can be realized in hardware can be realized in software. [Explanation of symbols]

[0053] 1 customer phone 2 Public Network 3 GW 4. Communication Network 10. Call Center System 100 Call Center Servers 101 Communication processing unit 102 IVR Processing Unit 103 Call control processing unit 104 Queue control section 105 Response waiting queue 106 Priority Queue 107 Call number transition data generation unit 108 Incoming call history data storage unit 109 Customer information data storage unit 200 Administrator terminal 201 Communication processing unit 202 Operation input section 203 Display output unit 204 Waiting call information display section 205 Priority response call setting unit 300 Operator Terminal

Claims

1. a first processing unit that acquires first information having information about waiting calls; a second processing unit that generates third information having information on a transition in the number of incoming calls based on second information having information on the call history; a third processing unit that transmits the first information and the third information to a first device and receives fourth information having information of a request for priority call setup and fifth information having information of a setup target from the first device; The third processing unit is a processing device that, based on the fifth information, moves a number of waiting calls that are to be given priority handling from the head of the waiting calls in the answer waiting queue of the target ACD (Automatic Call Distribution) group, among the waiting calls related to the information to be set, to the priority handling queue of the target ACD group.

2. 2. The processing device according to claim 1, wherein the information to be set is prepared for each subject of an incoming call classified by an interactive voice response system.

3. The information to be set includes sixth information having importance information related to a caller of an incoming call, 3. The processing device according to claim 1, wherein the third processing unit moves the waiting call selected by the first device to the priority queue based on the fifth information and the sixth information.

4. a first step of obtaining first information having information of waiting calls; a second step of generating third information having information on a transition in the number of incoming calls based on second information having information on the call history; a third step of transmitting the first information and the third information to a first device; a fourth step of receiving fourth information having information of a request for priority call setup and fifth information having information of a setup target from the first device; and a fifth step of moving, based on the fifth information, a number of waiting calls that are to be given priority handling from the head of the waiting calls in the answering waiting queue of the target ACD (Automatic Call Distribution) group among the waiting calls related to the information to be set, to the priority handling queue of the target ACD group.

5. The processing unit computer, a first processing unit that acquires first information having information about waiting calls; a second processing unit that generates third information having information on a transition in the number of incoming calls based on second information having information on the call history; a third processing unit configured to transmit the first information and the third information to a first device and receive, from the first device, fourth information having information on a request for priority call setup and fifth information having information on a setting target; A program in the third processing unit that, based on the fifth information, moves, from the head of the waiting calls in the answering waiting queue of the target ACD (Automatic Call Distribution) group, the number of waiting calls that are to be given priority handling among the waiting calls related to the information to be set, to the priority handling queue of the target ACD group.

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