JP2018166233A - Information processing device, information processing program and information processing method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To show what degree of stress is applied to an operator.SOLUTION: An information processing device to be connected to a client communication device and to be connected to an operator communication device comprises: an acquisition unit (a spoken voice information acquisition unit 201, and a result-of-work information acquisition unit 203) for acquiring task-handling information and result-of-work information as to an operator using the operator communication terminal device; a numerical information conversion unit (a stress value-calculating unit 204) for performing conversion into task-handling numerical information based on the task-handling information, and conversion into result-of-work numerical information based on the result-of-work information, and adding up the task-handling numerical information and the result-of-work numerical information to output first numerical information; a comparing unit (an operator state determination unit 205) for comparing the first numerical information with given numerical information; and a generation unit (the operator state determination unit 205) for generating stress information concerning the operator when the first numerical information is above the given numerical information.SELECTED DRAWING: Figure 4

Description

  The present invention relates to an information processing apparatus, an information processing program, and an information processing method.

  Conventionally, techniques for detecting the stress of an operator of a CTI system (Computer Telephony Integration System) have been developed (see Patent Documents 1 and 2). However, since these techniques do not express the operator's stress in a visible manner, there is no mathematical expression that expresses the operator's stress. Therefore, the criteria for how much stress is present is unclear, and there is no visible mechanism for visualization.

  On the other hand, there are efforts to reduce workplace stress (see Non-Patent Document 1), but there are only causal factor diagrams (see Non-Patent Document 2). Therefore, the operator of the CTI system is stressed, but there is no mechanism for taking them into account.

JP 2012-195863 A Japanese Patent Laid-Open No. 2006-179054

Yoji Kanzaki, “Introduction to the latest book that understands the latest artificial intelligence”, Hidekazu System, July 7, 2016, p.63 “Indispensable“ Prevention ”and“ Education ”Perspectives-Explaining Call Center Stress Countermeasures”, [online], Rick Telecom Co., Ltd., [March 1, 2017 search], Internet, <https: //www.callcenter -japan.com/ct/2011/images/pdf/1101_democon02.pdf>

  As described above, since the stress cannot be visualized by the conventional technique, there is a problem that it is impossible to know how much stress the operator has.

  The present invention has been made in view of the above-described problems, and provides an information processing apparatus, an information processing program, and an information processing method that can understand how much stress an operator has.

In order to solve the above problems, an information processing apparatus according to the present invention is an information processing apparatus connected to a customer communication apparatus and connected to an operator communication apparatus, and business correspondence information in an operator using an operator communication terminal; Obtaining the work result information, converting the work correspondence numerical information and the work result information based on the work result information, converting the work correspondence numerical information based on the work result information, and the work result numerical information based on the work result information. A numerical information conversion unit that outputs first numerical information from addition with the numerical information, a comparison unit that compares the first numerical information and the predetermined numerical information,
A generator that generates stress information related to the operator if the first numerical information exceeds the predetermined numerical information;

  In order to solve the above-described problem, an information processing program according to the present invention includes a computer serving as an information processing apparatus connected to a customer communication apparatus and connected to an operator communication apparatus, and business correspondence information in an operator using an operator communication terminal. Obtaining the work result information, converting the work-corresponding numerical information and the work-related numerical information into the work-corresponding numerical information based on the work-response information and the work-result numerical information based on the work-result information A numerical information conversion unit that outputs first numerical information from addition with the actual numerical information, a comparison unit that compares the first numerical information and the predetermined numerical information, and the first numerical information is the predetermined numerical information If it exceeds, it is made to function as a production | generation part which produces | generates the stress information regarding the said operator.

  In order to solve the above problems, an information processing method according to the present invention is an information processing method in an information processing apparatus connected to a customer communication apparatus and connected to an operator communication apparatus, wherein the information processing apparatus is an operator communication terminal In the operator using the system, the operation correspondence information and the work performance information are obtained, the acquisition step, the business correspondence numerical information based on the business correspondence information, and the work performance numerical information based on the work performance information are converted. A numerical information conversion step for outputting first numerical information from the addition of the work-corresponding numerical information and the work performance numerical information, a comparison step for comparing the first numerical information and the predetermined numerical information, If the first numerical information exceeds the predetermined numerical information, a generating step of generating stress information related to the operator is executed.

  According to the present invention, it can be seen how much stress the operator has.

It is the schematic for demonstrating the mechanism of the call center system which concerns on 1st, 2 embodiment of this invention. It is a block diagram which shows the structure of the call center system which concerns on 1st, 2 embodiment of this invention. It is a data block diagram of a CTI information database. It is a block diagram which shows the structure of the operator management part which the call center server which concerns on 1st Embodiment has. It is an example of a business content list. It is an example of a definition list of words. It is an example of the parameter | index list | wrist used as stress. It is a figure for demonstrating an operator's break management. It is an illustration of an operator operation screen. It is an example of an operator stress management screen. It is a display example of the stress level per call. It is a display example of stress (dangerous phrases) for each operator group or person in charge. It is a display example of call time / maximum call time / commuting frequency / working time (per week / per month). It is an illustration of an operator stress setting screen. It is a figure for demonstrating the operation | movement outline | summary of the call center system which concerns on 1st Embodiment of this invention. It is an illustration of the flowchart which shows operation | movement of the call center server which concerns on 1st Embodiment. It is a block diagram which shows the structure of the operator management part which the call center server which concerns on 2nd Embodiment has. It is the schematic for demonstrating the mechanism of the operator automatic transfer by progress of time. It is an illustration of the flowchart which shows operation | movement of the call center server which concerns on 2nd Embodiment.

Hereinafter, embodiments for carrying out the present invention will be described in detail with reference to the drawings as appropriate. Here, in the embodiment of the present invention, as an example, a description will be given using a call center system including an information processing apparatus, an information processing program, and an information processing method.
Each figure is only schematically shown so that the invention can be fully understood. Therefore, the present invention is not limited to the illustrated example. In the present embodiment, descriptions of configurations not directly related to the present invention and known configurations may be omitted. In addition, in each figure, about the same component or the same component, the same code | symbol is attached | subjected and those overlapping description is abbreviate | omitted.

[First Embodiment]
<< Configuration of Call Center System According to Embodiment >>
With reference to FIG. 1, a mechanism when a call (call) received from a user terminal to the call center system 1 is distributed to an operator will be described.

  When “incoming call 10” is input from the user terminal to the call center system 1 via the public network (outside line), guidance is played by “IVR (Interactive Voice Response) 20”. Next, the incoming call is distributed to the “operator 40” by “ACD (Automatic Call Distribution) incoming call 30”. The call center system 1 sets the stress value S of the “operator 40” based on the “stress degree definition 60” defined in the “database 50” during or after the call between the “operator 40” and the outside line. It is calculated using “stress degree formula 70”. The “stress degree definition 60” widely includes information used for calculating the stress value S, information for determining whether or not the operator has a stress that cannot be tolerated, and the like.

  The stress degree expression 70 is expressed by, for example, “stress value S = T · z + U · y” (where “·” means multiplication). “T” is a stress value based on work performance, and “U” is a stress value based on business correspondence (call with a user). “Y, z” is a weight and is a value set as appropriate. Details will be described later.

Next, the configuration of the call center system 1 according to the first embodiment will be described. FIG. 2 is a block diagram showing a configuration of the call center system 1 according to the first embodiment.
The call center system 1 according to the first embodiment includes a call center server 2, a plurality of operator terminals 3-n (only one is shown in FIG. 2), and one or a plurality of supervisor terminals 5-m. .
Here, the call center server 2 is an example of an “information processing apparatus”, and the example of the “information processing apparatus” is not limited to the call center server 2.

  For example, the call center server 2 connects the user terminal 7 accommodated in the public network 6 to any one of the operator terminals 3-n or the supervisor terminal 5-m so that the operator or the supervisor can respond to the user. It is something to be made. Here, a supervisor is a kind of operator. For example, a supervisor who has deeper expertise or longer experience than a general operator can basically handle users who cannot be supported by a general operator. Operator. Here, the supervisor terminal is a kind of operator terminal, and is a terminal used in the supervisor.

  The operator terminal 3-n is a terminal for a general operator to correspond to the user of the user terminal 7 connected to the call center server 2 by receiving an incoming call. The supervisor terminal 5-m is a terminal for the supervisor to correspond to the user of the user terminal 7 that is connected to the call center server 2 after receiving an incoming call, and corresponds to a user that a general operator cannot handle. It is a terminal for. The operator terminal 3-n and the supervisor terminal 5-m may be, for example, a single telephone or a videophone, and may be configured by a combination of a telephone and a personal computer, or a head mounted on a personal computer incorporating a softphone. A set may be attached. That is, the specific configurations of the operator terminal 3-n and the supervisor terminal 5-m are not limited in relation to the characteristics of the first embodiment. The specific configuration may be different between the operator terminal 3-n and the supervisor terminal 5-m. For example, the operator terminal 3-n may be a single telephone, and the supervisor terminal 5-m may be a combination of a telephone and a personal computer.

  The specific form of the user terminal 7 described above is also arbitrary. The user terminal 7 may be, for example, a telephone, a video phone, a mobile phone, a soft phone, or the like.

  The form in which the operator terminal 3-n and the supervisor terminal 5-m are accommodated in the call center server 2 is not limited. For example, the operator terminal 3-n or the supervisor terminal 5-m may be directly accommodated in the call center server 2, and the operator terminal 3-n or the supervisor terminal 5-m may be a LAN (Local Area Network). ) May be connected to the call center server 2. Further, for example, the operator terminal 3-n and the supervisor terminal 5-m may be accommodated in the call center server 2 by radio. Further, the operator terminal 3-n and the supervisor terminal 5-m may be installed at a remote location from the call center server 2 via a dedicated line or VPN (Virtual Private Network). .

  The call center server 2 may be physically configured by one or a plurality of servers, or may be configured by a plurality of servers being distributed. Further, the call center server 2 may be configured as hardware, or may be configured around a CPU and a program (call center program) executed by the CPU.

As described above, various configurations of the call center server 2 are possible, but functionally, the call center server 2 has an internal configuration as shown in FIG.
The call center server 2 includes an outside line control unit 101, a switching management unit 102, an extension control unit 103, and an operator management unit 104.

  The external line control unit 101 accommodates the user terminal 7 (external line), and exchanges call control signals and voice signals with the user terminal 7.

The extension control unit 103 accommodates operator terminals 3-n and supervisor terminals 5-m (extensions), and calls control signals and voice signals with the accommodated operator terminals 3-n and supervisor terminals 5-m. To give and receive.
The extension control unit 103 transfers voice signals, control signals, and the like exchanged between the operator terminal 3-n and the user terminal 7 (external line) to the operator management unit 104.

  The switching management unit 102 manages the connection between the user terminal 7 and the operator terminal 3-n or the supervisor terminal 5-m and the connection state.

  The switching management unit 102 includes an automatic call distribution device (ACD: Automatic Call Distribution) 102a, and distributes the ACD incoming call to the operator terminal 3-n or the supervisor terminal 5-m. The switching management unit 102 has a built-in CTI (Computer Telephony Integration System) information database 102b. When the operator terminal 3-n or the supervisor terminal 5-m that distributes the ACD incoming call is determined, the switching management unit 102 stores the CTI information database 102b. Reference is made to CTI information.

  In the CTI information database 102b, for example, as shown in FIG. 3, a large number of CTI information relating to a single call including a call start / end time, a call time, an operator ID, user identification information, stress information, and the like are stored. Yes. The user identification information corresponds to the telephone number or IP address of the user terminal 7 and may be voiceprint information obtained by processing a voice signal from the user terminal 7. Here, when the call center system 1 does not support the IP network, or when the call center system 1 also supports a call from a user whose caller ID notification is off, voiceprint information is used as the user specifying information. It is effective. The stress information is an area for storing information on which the operator feels stress during a call with the user.

  FIG. 3 shows a case where the CTI information is mainly composed of bibliographic information, and information related to contents such as inquiries from the user (system name related to the inquiry, device name, device number of the fault occurrence, operator number, etc.) The operation contents and the like to attempt the recovery instructed to the user are managed as other information. The CTI information may include contents such as an inquiry from the user.

FIG. 4 shows a configuration example of the operator management unit 104 according to the first embodiment.
The operator management unit 104 includes a database 50, an utterance voice information acquisition unit 201, a dangerous phrase detection unit 202, a work record information acquisition unit 203, a stress value calculation unit 204, an operator state determination unit 205, and a break management unit. 206 and a display processing unit 207.

Here, the utterance voice information acquisition unit 201, the dangerous phrase detection unit 202, and the work record information acquisition unit 203 are examples of “acquisition unit”. Examples of these are the utterance voice information acquisition unit 201, the dangerous phrase detection unit 202. And it is not restricted to the work performance information acquisition part 203. FIG.
The stress value calculation unit 204 is an example of a “numerical value information conversion unit”, and these examples are not limited to the stress value calculation unit 204.
The operator state determination unit 205 is an example of a “comparison unit” and a “generation unit”, and these examples are not limited to the operator state determination unit 205.

The database 50 is information necessary for calculating the stress value of the operator, and whether the operator has an unacceptable stress exceeding a predetermined amount (hereinafter, sometimes referred to as a “stress state”). A threshold value for determining whether or not is stored.
The database 50 stores, for example, a business content list 80, a word definition list 90, and an index list 130 that becomes stress.

The business content list 80 is illustrated in FIG. In the business content list 80, a business content parameter P is set in association with the business content. The business content parameter P is a coefficient (displayed as a score here) used when calculating a stress value due to business correspondence (call).
In FIG. 5, “A point” is set for the business content “product order”, “B point” is set for the business content “product inquiry (purchaser)”, and the business content “ “C point” is set for “new”. In addition, “D point” is set for the business content “Kremer”, “E point” is set for the business content “cancellation”, and “F point” is set for the business content “claim processing”. "Is set.

A word definition list 90 is illustrated in FIG. In the word definition list 90, a word parameter Q is set in association with words that the operator feels stressed (hereinafter, sometimes referred to as “dangerous phrases”). The word parameter Q is a coefficient (displayed here as a score) used when calculating a stress value due to business correspondence (call).
In FIG. 6, “G point” is set for the dangerous phrase “you do not speak”, and “H point” is set for the dangerous phrase “How are you?” “Point I” is set for “Please contact the person in charge”.

FIG. 7 illustrates an index list 130 that becomes stress. In the index list 130 serving as a stress, an index R serving as a criterion for determining a stress state is set in association with various conditions of the operator. The index R is a threshold value used when determining the stress state of the operator.
In FIG. 7, “stress level 10” is set for the status “new”, “stress level 5” is set for the status “inquiry”, and “stress level” is set for the status “order received”. 10 ”is set, and“ stress degree 30 ”is set for the situation“ lost ”. In addition, “stress degree 50” is set for the situation “claim processing”, “stress degree 100” is set for the situation “Kreamer correspondence”, Degree 35 ”is set,“ stress degree 50 ”is set for the situation“ VIP customer service ”, and“ stress degree 10 ”is set for the situation“ tension ”.

  The business content list 80, the word definition list 90, and the index list 130 serving as a stress are registered in advance by, for example, an operator's manager, and are adjusted as needed according to the operation.

The utterance voice information acquisition unit 201 is a processing unit that acquires, in real time, utterance voice data of a customer (user) who is answering a call by the operator at the operator terminal 3-n via the extension control unit 103. The utterance voice data is included in the business correspondence information.
Further, the utterance voice information acquisition unit 201 acquires business correspondence information (for example, a call time) other than the utterance voice data from the CTI information database 102b.

  The dangerous phrase detection unit 202 is a processing unit that detects a dangerous phrase from customer utterance voice data and measures the number of detections of the dangerous phrase within a predetermined time. The number of detected dangerous phrases is included in the business correspondence information.

  The work record information acquisition unit 203 stores operator work record information (for example, the number of commutes during a predetermined period, work hours, total call time, maximum call time, etc.), the CTI information database 102b, and various types of operator information. Not obtained from storage means.

The stress value calculation unit 204 (see FIG. 4) displays the operator's stress value based on work performance information (for example, the number of commuting times in a predetermined period, work hours, total call time, maximum call time, etc.) and work correspondence information (for example, call time) , The number of times of dangerous word / phrase detection).
The stress value calculation unit 204 calculates the stress value by using, for example, an expression “stress value S = T · z + U · y” (where “·” means multiplication). “T” is a stress value based on work performance, and “U” is a stress value based on business correspondence (call with a user). “Y, z” is a weight and is a value set as appropriate.
The stress value calculation unit 204 includes a call stress value calculation unit 204a that calculates a stress value U based on business correspondence (call with a user), and a work stress value calculation unit 204b that calculates a stress value T based on work results. .

  The call stress value calculation unit 204a calculates a stress value U based on business correspondence (call with a user). Here, the case where the degree of stress (stress value) is determined by the length of the call time and the repetition of the dangerous phrase will be described. However, the calculation of the degree of stress (stress value) according to the present embodiment is not limited to this. The voice recognition and CRM (Customer Relationship Management), which are conventional techniques, are linked together to increase the loudness of the other party's voice. The degree of stress (stress value) may be determined by sheath language.

The call stress value calculation unit 204a is caused by a call using, for example, an expression of “stress value U based on business correspondence (call with user) = stress value U ₁ based on call time + stress value U ₂ based on a dangerous phrase”. Calculate the stress value of the operator.

The “stress value U ₁ based on the call time” is calculated by, for example, the formula “U ₁ = work content parameter P × (call time (seconds) ÷ 3600 (seconds)”.
The business content parameter P is a coefficient corresponding to the business content, and is a value set in the business content list 80 (see FIG. 5).

The “stress value U ₂ based on the dangerous word / phrase” is calculated by, for example, an expression “U ₂ = word parameter Q × number of times the word (dangerous word / phrase) is told”.
The word parameter Q is a coefficient corresponding to a word (dangerous phrase) in which the operator feels stress, and is a value set in the word definition list 90 (see FIG. 6).

An example of calculating a stress value based on business correspondence (call with a user) by the call stress value calculation unit 204a is shown below.
Here, it is assumed that the user who has made a phone call for a product inquiry and the operator have a conversation for 3 minutes. It is assumed that the operator is told three times during the conversation, “I don't speak with you” twice, “What are you doing?” Twice, and “Please call the person in charge” once.

In this case, the stress value U based on business correspondence (call with the user) is expressed by the following equation.
U = {B × (180 ÷ 3600)} + {(G × 3) + (H × 2) + (I × 1)}
Here, “B” is a business content parameter defined in the business content list 80 (see FIG. 5). “G, H, I” are word parameters defined in the word definition list 90 (see FIG. 6).

The work stress value calculation unit 204b calculates a stress value T based on the work performance of the operator. The work stress value calculation unit 204b presets, for example, the total call time per week or month, the maximum call time, the number of commuting times, and the upper limit value (conditions) of the work time, and sets the number or amount exceeding the upper limit value. Based on this, a stress value T based on work performance is calculated.
Further, the work stress value calculation unit 204b may, for example, “stress value T based on work performance = stress value T ₁ based on total call time + stress value T ₂ based on maximum call time + stress value T ₃ based on the number of commuting + work it may be calculated by the equation of time stress value T ₄ based on ".

The “stress value T ₁ based on the total call time” includes, for example, a stress value related to the total call time and a predetermined total call time when the total call time per week or month exceeds a predetermined time. The product of the weighting related to the excess time portion exceeding the time ”is set, and when the predetermined time is not exceeded,“ 0 ”is set as the stress value.
The “stress value T ₂ based on the maximum call time” includes, for example, a stress value related to the maximum call time and a predetermined maximum call time when the maximum call time per week or month exceeds a predetermined time. The product of the weighting related to the excess time portion exceeding the time ”is set, and when the predetermined time is not exceeded,“ 0 ”is set as the stress value.
The “stress value T ₃ based on the number of commuting times” includes, for example, as a stress value when the number of commuting times per week or per month exceeds a predetermined number of times, The product of the weight associated with the excess number portion ”is set, and“ 0 ”is set as the stress value when the predetermined number of times is not exceeded.
“Stress value based on working hours T ₄ ” includes, for example, when the working hours per week or per month exceeds a predetermined time, the stress value related to working hours and the working time exceeds a predetermined time The product of the weight associated with the excess time portion ”is set, and“ 0 ”is set as the stress value when the predetermined time is not exceeded.

  The operator state determination unit 205 is a processing unit that determines an operator's stress state that changes due to a call with the operator. For example, the operator state determination unit 205 compares the stress value of the operator calculated by the stress value calculation unit 204 with an index (see FIG. 7) that is a stress on the situation where the operator is placed, and calculates the calculated stress. When the value is higher than the index, it is determined that the operator is in a stress state. On the other hand, the operator state determination unit 205 determines that the operator is not in the stress state when the calculated stress value is lower than the index.

  Further, the operator state determination unit 205 generates stress information of the operator determined to be in the stress state. The stress information may include various information related to the stress of the operator, for example, the stress value S of the operator calculated by the stress value calculation unit 204 and the type and number of the dangerous words / phrases said by the operator. Good. The operator state determination unit 205 stores the generated stress information in the CTI information database 102b. The stress information stored in the CTI information database 102b is used for realizing visualization of the stress of the operator. Note that stress information may also be generated for an operator who is determined not to be in a stress state. In that case, a flag for identifying whether or not a stress state is present may be stored in accordance with the CTI information database 102b.

  The break management unit 206 is a processing unit that manages an operator's break accompanying stress. For example, when the operator state determination unit 205 determines that the break is in a stress state, the break management unit 206 allocates a break time for each operator according to the stress. Specifically, the break management unit 206 calculates the next break time for the operator determined by the operator state determination unit 205 to be in a stress state. For example, the break management unit 206 may allocate a break time so that operators belonging to the same group do not take a break at the same time, or may allocate a longer break time or an earlier break to an operator with a high stress value.

An image 140 of an operator's break management by the break management unit 206 is illustrated in FIG. In FIG. 8, a break time t ₁ (20 minutes) of “10: 0 to 10:20” is assigned to the operator A, and a break time t _{2 of} “10:05 to 10:30” is assigned to the operator B. (25 minutes) is allocated, and a break time t ₃ (30 minutes) of “10:20 to 10:50” is allocated to the operator C. Each operator is relieved of stress by taking a break.

The display processing unit 207 is a processing unit that makes the operator's stress visible. Specifically, the display processing unit 207 generates various screens based on the operator's stress information, business correspondence information, work performance information, and the like.
The display processing unit 207 includes, for example, an operation screen display processing unit 207a, a stress management screen display processing unit 207b, and a stress setting screen display processing unit 207c.

The operation screen display processing unit 207a displays an operator operation screen 150 shown in FIG. 9 on the operator terminal 3-n.
The operator operation screen 150 includes a break information display area 151. In the break information display area 151, information related to the break time allocated by the break management unit 206 is displayed. Here, the message “It's time for a break. A break is required from 10:00 to 20 minutes.” Is displayed.
Further, the operator operation screen 150 may include an area for displaying labor words 152 such as “Please rest,” “Thank you very much”, “You did your best”. In addition, when the operator acquires a break, the break management unit 206 applies the effort word to the effort word 152 with voice recognition voice (voice recognition voice using AI (Artificial Intelligence) or the like). You may do it.

The stress management screen display processing unit 207b displays an operator stress management screen 170 shown in FIG. 10 on the supervisor terminal 5-m or an administrator terminal operated by an administrator (not shown).
The operator stress management screen 170 realizes visualization of operator stress. The supervisor or manager refers to the operator stress management screen 170 and manages the stress of the operator separately from the break management by the break management unit 206. The supervisor or manager refers to the operator stress management screen 170, for example, and makes a voice call to the stressed state or an operator close to the stressed state or encourages a break.

  The operator stress management screen 170 includes an area 100 that displays the stress level per call, an area 110 that displays stress (dangerous phrases) for each operator group and person in charge, and the call time / maximum call time / commuting number / work. And an area 120 displaying time (per week / per month).

The area 100 displaying the stress level per call displays the stress level of each operator for each call, and realizes visualization of the stress level of the operator per call. An example of the region 100 displaying the stress level per call is shown in FIG.
In the area 100 displaying the stress level per call, the stress value calculated for each operator by the stress value calculation unit 204 is displayed as shown in FIG.

The area 110 displaying stress (dangerous phrases) for each operator group or person in charge displays words (dangerous phrases) that become stressed for each operator group or person in charge and how many words (dangerous phrases) that cause stress appear. Thus, it is possible to visualize the stress level of the operator by the dangerous phrase. An example of the area 110 displaying the stress for each operator group or person in charge is shown in FIG.
As shown in FIG. 12, the area 110 displaying the stress for each operator group or person in charge is a word definition list 90 for each operator group (in this case, operator A, operator B and operator C) or person in charge (FIG. 6). The number of times the word (dangerous phrase) defined in (see) is told is displayed.

The area 120 that displays the call time, maximum call time, number of commutes, and work hours (per week / month) displays the total call time / maximum call time / number of commute / work hours (per week / month). This makes it possible to visualize the stress level of the operator based on the work record. FIG. 13 shows an example of the area 120 displaying the total call time / maximum call time / commuting frequency / working time (per week / per month).
As shown in FIG. 13, the area 120 displaying the call time / maximum call time / commuting number / working time (per week / per month) shows the total calling time / commuting number per week or per month for each operator. Work hours and maximum call time are displayed.

The stress setting screen display processing unit 207c displays an operator stress setting screen 180 shown in FIG. 14 on the supervisor terminal 5-m or an administrator terminal operated by an administrator (not shown). The operator stress setting screen 180 is used when defining an operator's stress state.
The operator stress setting screen 180 includes a work content setting area 181, a word definition setting area 182, and an index setting area 183 that causes stress.

The business content setting area 181 displays the content of the business content list 80 (see FIG. 5), and the supervisor or administrator uses the business content setting area 181 to set and manage the business content list 80 (see FIG. 5). Can do.
The word definition setting area 182 displays the contents of the word definition list 90 (see FIG. 6), and the supervisor and the administrator use the word definition setting area 182 to display the word definition list 90 (see FIG. 6). Settings can be managed.
In the index setting area 183 that becomes stress, the contents of the index list 130 that becomes stress (see FIG. 7) are displayed, and the supervisor and the administrator use the index setting area 183 that becomes stress and the index list 130 that becomes stress (see FIG. 7). 7) can be set and managed.

<< Operation of Call Center System According to First Embodiment >>
An outline of the operation of the call center system 1 according to the first embodiment will be described with reference to FIG.

  An arrow 301 illustrated in FIG. 15 indicates a state in which a session between the user terminal 7 and the operator terminal 3-n is established. Such establishment is made according to the following flow. A call transmitted from the user terminal 7 arrives at the call center server 2 via the public network 6. The switching management unit 102 of the call center server 2 determines the operator terminal (operator) 3-n to be received in consideration of the characteristics of the user, and receives the call to the operator terminal 3-n according to an instruction from the switching management unit 102. . At this time, the switching management unit 102 acquires CTI information including call start / end time, call time, operator ID, user identification information, stress information, and the like. At the time of acquisition, the call end time and the call time are blank, and the stress information is default (for example, “0”).

  An arrow 302 shown in FIG. 15 indicates that the operator management unit 104 responds to the user by acquiring, in real time, the utterance voice data of the customer who is answering the call at the operator terminal 3-n via the extension control unit 103. It shows the state of measuring the stress of the operator. The operator management unit 104 measures the stress of the operator corresponding to the user. The operator management unit 104 analyzes the measured data during or after the response by the operator, and determines whether or not the operator is in a high stress state (stress state). The analysis result is notified to the switching management unit 102 or stored in the CTI information database 102b of the switching management unit 102.

An arrow 303 illustrated in FIG. 15 indicates a state in which the operator management unit 104 and the CTI information are linked.
As described above, the operator management unit 104 can determine that the operator is in a high stress state (stress state). The operator management unit 104 uses the ID of the operator in the stress state as a key and links with the CTI information in the switching management unit 102 to realize visualization of the stress of the operator in the stress state.

<Operator stress management>
Next, details of the stress management operation of the operator by the call center server 2 of the first embodiment will be described with reference to FIG. FIG. 16 is a flowchart showing details of the operation of the call center server 2 according to the first embodiment.
For example, when the call center server 2 is started up a predetermined time before the start of business on a certain day, the processing shown in FIG. 16 is started.

  Step S1 shows the process before the start of the work, and although it is described as a process of one operator in FIG. 16, it is executed for all operators. At least step S1 is also executed for the supervisor.

When the processing shown in FIG. 16 is started, an operator registration unit (not shown) takes in information (for example, ID) of an operator who uses the operator terminal 3-n from the operator terminal 3-n and performs personal authentication. The correspondence relationship between the terminal 3-n and the operator is given to the switching management unit 102, and the correspondence relationship data is registered in the switching management unit 102 (step S1).
When the pre-work preparation process shown in step S1 is completed for all the operators, the process shifts to a call handling process in the business hours after step S2.

  The switching management unit 102 in the call center server 2 (more specifically, the automatic incoming call distribution device 102a performs processing until the operator terminal 3-n or the supervisor terminal 5-m is assigned) receives an incoming call ( When the call is received, user specific information is acquired (step S2). Here, if the user identification information is a telephone number or an IP address, it is obtained from the received call control signal or the like. If the user identification information is voiceprint information, for example, the switching management unit 102 causes the user to pronounce a predetermined word or sentence, performs voiceprint analysis, and acquires information.

  The switching management unit 102 assigns an operator terminal 3-n of one of the operator terminals 3-n that is not available and assigns a session (call) between the user terminal 7 and the operator terminal 3-n. Establish (step S3).

After establishing the session between the user terminal 7 and the operator terminal 3-n, the switching management unit 102 adds the CTI information related to the current session to the CTI information database 102b (step S4). Here, when CTI information is added to the CTI information database 102b, examples of items of CTI information to be added are call start time, operator ID, and user identification information.
Further, the switching management unit 102 instructs the operator management unit 104 to start measuring the stress of the operator related to the operator terminal 3-n with which the session has been established (step S5).

  When the session between the user terminal 7 and the operator terminal 3-n is established, the operator responds to the user related to the user terminal 7 using the operator terminal 3-n (step S6).

  The operator management unit 104 measures the measured value of the stress of the operator corresponding to the operator terminal 3-n, and stores the measured value associated with the operator ID in the CTI information database 102b of the switching management unit 102. (Step S7). The operator management unit 104 performs stress measurement until the switching management unit 102 determines that the operator's response to the operator terminal 3-n has been completed (step S8), and the termination is notified.

  When notified from the switching management unit 102 that the operator's response to the operator terminal 3-n has been completed, the operator management unit 104 starts from the measured values of the operator's stress related to the operator terminal 3-n that are repeatedly acquired. The stress value based on the number of calls is calculated. Then, the operator management unit 104 compares the calculated stress value added with the stress value based on the work record with a predetermined threshold value, and whether or not the operator felt stress at the time of response (whether or not it was in a stress state). Is determined (step S9). The operator management unit 104 allocates a break to an operator in a stressed state, and the determination result (including the stress value and the information on which it is based) and break information are sent to the operator terminal 3-n and the supervisor terminal 5-m. Notice.

  Next, the operator terminal 3-n displays the operator operation screen 150 (see FIG. 9) on the display device based on the break information received from the operator management unit 104 (step S10). The operator acquires a break according to the display on the operator operation screen 150. The operator management unit 104 (particularly, the break management unit 206), when the operator obtains a break, uses the voice recognition voice (the voice recognition voice using AI or the like) to display the labor words displayed on the operator operation screen 150. ) You may be asked to say "Please rest", "Thank you very much", "You did your best".

  In addition, the supervisor terminal 5-m displays an operator stress management screen 170 (see FIG. 10) on the display device based on the determination result (including the stress value and information based thereon) received from the operator management unit 104. (Step S10). The supervisor refers to the operator stress management screen 170 and calls the operator in a stress state or a stress state close to the stress state or prompts a break.

  Next, the switching management unit 102 returns the operator terminal 3-n to a state where it can accept the next incoming call (step S11), and returns to step S2 described above. The operator who is instructed to take a break is returned to a state in which the next incoming call can be accepted after a predetermined time break.

<Management of stress state definition settings>
The supervisor and the administrator use the operator stress setting screen 180 (see FIG. 14), the work content list 80 (see FIG. 5), the word definition list 90 (see FIG. 6), and the index list 130 (see FIG. 7) can be set. These information are parameters for calculating the stress value of the operator and threshold values for determining whether or not the operator is in the stress state. Therefore, the definition of the stress state is managed by setting these information. can do.

  As described above, according to the call center system 1 according to the first embodiment, it is possible to detect and reduce the stress on the operator early by visualizing the stress of the operator that has not been seen until now. Further, early detection of stress applied to the operator leads to reduction of operator turnover, and it is also expected to prevent stress-related diseases such as mental illness of the operator.

[Second Embodiment]
In the first embodiment, information related to the stress of the operator and information on the basis of the information are displayed, and a break is assigned to the stressed operator in order to reduce the stress. In the second embodiment, a call is automatically transferred to another operator (including a supervisor) when the stress value of the operator exceeds a predetermined amount or when a continuous call time elapses a predetermined time in order to reduce stress.

<< Configuration of Call Center System According to Second Embodiment >>
As shown in FIG. 2, the overall configuration of the call center system 1A according to the second embodiment is the same as that of the first embodiment. A call center system 1A according to the second embodiment includes a call center server 2, a plurality (only one is shown in FIG. 2) of operator terminals 3-n, and one or a plurality of supervisor terminals 5-m. Yes.

FIG. 17 shows a configuration example of the operator management unit 104A according to the second embodiment.
The operator management unit 104A includes a database 50, an utterance voice information acquisition unit 201, a dangerous phrase detection unit 202, a work performance information acquisition unit 203, a stress value calculation unit 204, an operator state determination unit 205, and a break management unit. 206, a display processing unit 207, and a reception switching unit 208. Here, the database 50, the speech information acquisition unit 201, the dangerous phrase detection unit 202, the work record information acquisition unit 203, the stress value calculation unit 204, the operator state determination unit 205, the break management unit 206, The display processing unit 207 is the same as that in the first embodiment.

  The reception switching unit 208 determines whether the user terminal 7 and the operator terminal 3-n are satisfied when a determination condition related to the stress of the operator (for example, when a defined stress value is exceeded or when a continuous call has passed to some extent). Is a processing means for switching the call to a call between the user terminal 7 and the supervisor terminal 5-m. Specifically, the reception switching unit 208 requests the switching management unit 102 to switch the corresponding call. Note that the reception switching unit 208 may transmit information about the call between the customer and the operator and the CTI information before switching to the supervisor terminal 5-m when the switching of the call is executed by the switching management unit 102.

With reference to FIG. 18, a mechanism 160 for automatic operator transfer over time will be described.
When “incoming call 10” enters the call center system 1A via the public network (outside line) from the user terminal, guidance flows through “IVR (Interactive Voice Response) 20”. Next, the incoming call is distributed to the “operator 40” by the “ACD incoming call 30”. Here, the reception switching unit 208 (see FIG. 17) controls to change the person in charge (the operator in charge) when the defined stress level (stress value) or time t has elapsed. This automatic transfer can reduce the operator's physical condition and psychological pressure.
In addition, since there is a possibility that it is recognized that it is rude to the other party that the operator changes in the middle, the reception switching unit 208 provides guidance that the operator will change for the user when the operator is changed. May be flushed.

<< Operation of Call Center System According to Second Embodiment >>
<Operator stress management>
Next, details of the stress management operation of the operator by the call center server 2 of the second embodiment will be described with reference to FIG. 19, focusing on the differences from the first embodiment. FIG. 19 is a flowchart showing details of the operation of the call center server 2 according to the second embodiment. In relation to FIG. 16 showing the operation according to the first embodiment, the same or corresponding steps are denoted by the same reference numerals.

  The processing (steps S1 to S6) until the operator starts handling the incoming call user is the same as that in the first embodiment.

  The operator management unit 104A measures a stress measurement value corresponding to the operator terminal 3-n (step S21), and immediately compares the measured stress state measurement value with a predetermined threshold value to determine whether the operator feels stress. It is determined whether or not (step S22). The operator management unit 104A performs stress measurement and stress state determination until the switching management unit 102 determines that the operator's response to the operator terminal 3-n has been completed (step S23), and the termination is notified. .

When it is determined that the corresponding operator feels stress, the operator management unit 104A notifies the switching management unit 102 of the fact, and further, the switching management unit 104 provides information about the operator stress information related to the operator terminal 3-n. 102 stored in the CTI information database 102b.
At this time, after writing the call end time and call time in the CTI information (step S24), the switching management unit 102 assumes that the current user should be supported by the supervisor from among the supervisor terminals 5-m. The supervisor terminal 5-m of any supervisor who is free is assigned, and the switching process from the operator terminal 3-n to the supervisor terminal 5-m is performed (step S25). Note that the switching destination may be another operator who has never felt stress from the user in the past (can be selected by searching for CTI information).

On the other hand, when the response is completed without being notified from the operator management unit 104A that the operator who is responding feels stress, the switching management unit 102 can accept the next incoming call for the operator terminal 3-n. Return to the correct state (step S26), and return to step S2 described above.
The operator switching operation (step S25) shown in FIG. 19 may be executed in parallel with the operation for realizing the visualization of stress shown in FIG. 16 (step S10 in FIG. 16).

  As described above, according to the call center system 1A according to the second embodiment, when the operator feels stress from the user being handled, or when the continuous call time has passed the predetermined time, the supervisor or other operator Switch responders to. For this reason, it is possible to detect and reduce the stress on the operator early. Further, early detection of stress applied to the operator leads to reduction of operator turnover, and it is also expected to prevent stress-related diseases such as mental illness of the operator.

[Modification]
As mentioned above, although embodiment of this invention was described, this invention is not limited to this, It can implement in the range which does not change the meaning of a claim. The modification of embodiment is shown below.

  A technique obtained by appropriately combining various techniques described in the present embodiment can also be realized. In addition, the software configuration described in the present embodiment can be realized as hardware. In addition, specific configurations of hardware, software, and the like can be changed as appropriate without departing from the spirit of the present invention.

  Although the present embodiment has been described assuming a call center system, the present invention is not limited to the call center system, but can cope with stress reduction in normal office work. It can also be applied to the smooth management of regular office work such as working hours, in-house, and conversations with customers.

DESCRIPTION OF SYMBOLS 1,1A Call center system 2 Call center server 3-n Operator terminal 5-m Supervisor terminal 7 User terminal 101 External line control part 102 Switching management part 103 Extension control part 104,104A Operator management part 201 Utterance voice information acquisition part 202 Danger phrase detection part 203 Work result information acquisition unit 204 Stress value calculation unit 205 Operator state determination unit 206 Break management unit 207 Display processing unit 208 Reception switching unit

Claims (11)

An information processing device connected to a customer communication device and connected to an operator communication device,
In the operator using the operator communication terminal, the acquisition unit for acquiring the business correspondence information and the work performance information,
Based on the work correspondence information, the work correspondence numerical information is converted into the work performance numerical information based on the work performance information, and the first numerical information is obtained by adding the work correspondence numerical information and the work performance numerical information. A numerical information converter to output,
A comparison unit for comparing the first numerical information and the predetermined numerical information;
A generator that generates stress information related to the operator if the first numerical information exceeds the predetermined numerical information;
An information processing apparatus comprising: The numerical information converter is
Calculating the business correspondence numerical information from the addition of the first business correspondence numerical information obtained by multiplying the call duration by the business content parameter and the second business correspondence numerical information obtained by multiplying the number of occurrences of the dangerous phrase by the dangerous phrase parameter;
Calculate the work performance numerical information based on the number or amount of total call time, maximum call time, commute count, and work time in a predetermined period exceeding a predetermined condition,
The information processing apparatus according to claim 1. A display processing unit that displays the stress information on at least one of the operator communication device and an administrator communication device operated by an administrator who manages the work of the operator;
The information processing apparatus according to claim 1, wherein the information processing apparatus is an information processing apparatus. When the first numerical information exceeds the predetermined numerical information, it has a break management unit that gives a break to the operator,
The information processing apparatus according to claim 1, wherein the information processing apparatus is an information processing apparatus. Acceptance switching unit that switches a call connected to the operator communication device of the operator to an operator communication device of another operator when a call time exceeds a predetermined time or when the first numerical information exceeds the predetermined numerical information Having
The information processing apparatus according to claim 1, wherein the information processing apparatus is an information processing apparatus. A computer as an information processing device connected to a customer communication device and connected to an operator communication device,
In the operator using the operator communication terminal, the acquisition unit for acquiring the business correspondence information and the work performance information,
Based on the work correspondence information, the work correspondence numerical information is converted into the work performance numerical information based on the work performance information, and the first numerical information is obtained by adding the work correspondence numerical information and the work performance numerical information. A numerical information converter to output,
A comparison unit for comparing the first numerical information and the predetermined numerical information;
A generator that generates stress information related to the operator if the first numerical information exceeds the predetermined numerical information;
An information processing program characterized in that it is made to function. The numerical information converter is
Calculating the business correspondence numerical information from the addition of the first business correspondence numerical information obtained by multiplying the call duration by the business content parameter and the second business correspondence numerical information obtained by multiplying the number of occurrences of the dangerous phrase by the dangerous phrase parameter;
Calculate the work performance numerical information based on the number or amount of total call time, maximum call time, commute count, and work time in a predetermined period exceeding a predetermined condition,
The information processing program according to claim 6, wherein the information processing program is made to function as follows. A display processing unit for displaying the stress information on at least one of the operator communication device and an administrator communication device operated by an administrator who manages work of the operator;
The information processing program according to claim 6, wherein the information processing program is made to function as: A break management unit that gives a break to the operator when the first numerical information exceeds the predetermined numerical information;
The information processing program according to any one of claims 6 to 8, wherein the information processing program is made to function as: Acceptance switching unit that switches a call connected to the operator communication device of the operator to an operator communication device of another operator when a call time exceeds a predetermined time or when the first numerical information exceeds the predetermined numerical information ,
The information processing program according to any one of claims 6 to 8, wherein the information processing program is made to function as: An information processing method in an information processing device connected to a customer communication device and connected to an operator communication device,
The information processing apparatus is
In the operator who uses the operator communication terminal, an operation step of acquiring business correspondence information and work performance information,
Based on the work correspondence information, the work correspondence numerical information is converted into the work performance numerical information based on the work performance information, and the first numerical information is obtained by adding the work correspondence numerical information and the work performance numerical information. A numerical information conversion step to output;
A comparison step of comparing the first numerical information and the predetermined numerical information;
Generating the stress information related to the operator if the first numerical information exceeds the predetermined numerical information; and
The information processing method characterized by performing.

Images