JP7565665B2 - Call waiting display program and call waiting display method - Google Patents

Description

An embodiment of the present invention relates to a waiting call display program and a waiting call display method.

Traditionally, call centers use an ACD (Automatic Call Distributor) to route calls from multiple customers to an available operator. If no operator is available at the time of the call, the call is held until an operator becomes available and the call is assigned to an operator. These held calls are called waiting calls. The ACD controls the allocation based on rules such as allowing calls to be received in the order of waiting time. This allows call centers to average out the workload and waiting time of customers and operators.

Regarding the allocation of incoming calls in a call center, there is a conventional technique in which a list of waiting calls is displayed on the display screen of a PC terminal device based on information from a communication terminal that is based on the attributes of the customer, and the most suitable operator is selected to handle the call based on the display screen of the PC terminal device.

JP 2017-59992 A

However, when distributing calls from multiple customers according to distribution priorities determined by ADC or the like, it is difficult to flexibly respond to the ever-changing situation of waiting calls. Furthermore, with the above-mentioned conventional technology, when trying to flexibly respond to the ever-changing situation of waiting calls, each operator must select the most suitable customer from a list of waiting calls, which creates the problem of poor work efficiency for each operator.

In one aspect, the objective is to provide a call waiting display program and a call waiting display method that can support flexible responses to call waiting situations.

In one proposal, the waiting call display program causes the computer to execute a display process and a change process. The display process displays a waiting call display screen in which waiting calls are arranged in order based on a waiting call table that indicates the order in which waiting calls are allocated. The change process changes the order in the waiting call table based on an operation to change the order of a specific waiting call in the waiting call display screen.

It can help you respond flexibly to waiting call situations.

FIG. 1 is a diagram illustrating an example of a call center system according to an embodiment. FIG. 2 is a block diagram illustrating an example of a call server. FIG. 3 is a flowchart showing an example of a presetting operation. FIG. 4 is a flowchart showing an example of an operation of the incoming call process. FIG. 5 is a flow chart showing a specific example of incoming call distribution. FIG. 6 is a flowchart showing an example of the operation of displaying a waiting call screen. FIG. 7 is an explanatory diagram illustrating an example of a display screen. FIG. 8 is a flowchart showing an example of an operation related to changing the priority of waiting calls. FIG. 9A is an explanatory diagram for explaining an operation for changing the waiting call allocation order. FIG. 9B is an explanatory diagram for explaining an operation for changing the waiting call allocation order. FIG. 10A is a flowchart showing an example of an incoming call operation after a waiting call priority has been changed. FIG. 10B is a flowchart showing an example of an incoming call operation after the waiting call priority has been changed. FIG. 11 is an explanatory diagram illustrating an example of a computer configuration.

Below, a waiting call display program and a waiting call display method according to the embodiment will be described with reference to the drawings. Components having the same functions in the embodiments will be given the same reference numerals, and duplicated descriptions will be omitted. Note that the waiting call display program and the waiting call display method described in the following embodiment are merely examples, and do not limit the embodiment. In addition, the following embodiments may be combined as appropriate within a range that does not cause contradiction.

FIG. 1 is an explanatory diagram showing an example of a call center system according to an embodiment. As shown in FIG. 1, the call center system 1 accepts calls from customers via a telephone network 3 from customer terminals 2 equipped with a calling function, such as telephones or smartphones. Next, in the call center system 1, an operator responds to inquiries about products or services, etc., accepted through calls from customers.

The call center system 1 has a call server 10, a call terminal 11, a management terminal 12, a monitor 13, and an in-house communication network 14.

The call server 10 is a server device that manages calls from the customer terminal 2. For example, when the call server 10 receives an incoming call from the customer terminal 2, it distributes the incoming call from the customer terminal 2 to the call terminal 11 of an operator who is free (not on a call).

When the call server 10 receives a call from the customer terminal 2 and there is no available operator, the call server 10 treats the call at the customer terminal 2 as a waiting call. For this new waiting call, the call server 10 determines the priority for allocation when an operator becomes available according to predefined rules, and registers the call in a waiting call list that manages the allocation order of waiting calls. When an operator becomes available, the call server 10 reads out the waiting calls according to the allocation order in the waiting call list, and distributes the read waiting calls to the call terminal 11 of an available operator.

The call terminal 11 is an information processing device, such as a computer connected to a headset with a voice call function, used by an operator who answers the phone. The call terminal 11 accepts voice calls from the customer terminals 2 that are allocated by the call server 10.

The management terminal 12 is an information processing device such as a computer used by an administrator (user) of the call center system 1. The management terminal 12 performs various settings in the call server 10 based on user operation instructions received via input devices such as a keyboard and mouse.

The monitor 13 is a display device that displays a display screen based on display information notified from the call server 10. For example, the monitor 13 displays the waiting call status managed by the call server 10 in real time based on the display information notified from the call server 10. This allows the user to easily check the waiting call status.

The monitor 13 also receives operational instructions on the display screen, for example, via a touch sensor on the screen, and notifies the call server 10. This allows the call server 10 to change various settings based on the operational instructions on the display screen of the monitor 13.

The on-site communication network 14 is a communication network that connects the call server 10, the call terminal 11, the management terminal 12, and the monitor 13.

Figure 2 is a block diagram showing an example of the call server 10. As shown in Figure 2, the call server 10 has a communication unit 20, an automatic response device 21, an ACD device 22, a memory unit 23, and a control unit 24.

The communication unit 20 is a communication interface that communicates with the telephone network 3 and the local area network 14 under the control of the control unit 24.

The automatic answering device 21 automatically answers incoming calls from the customer terminal 2 and transfers the processing to the ACD device 22.

The ACD device 22 is a response device that transfers an incoming call that has been taken over from the automatic response device 21 to the telephone terminal 11 under the control of the control unit 24. When the ACD device 22 determines that the incoming call is a waiting call, it responds by explaining that the call is on hold.

The memory unit 23 corresponds to, for example, a semiconductor memory element such as a RAM (Random Access Memory) or a flash memory, or a storage device such as a HDD (Hard Disk Drive). The memory unit 23 stores customer information 30, rule definition information 31, and a waiting call list 32.

Customer information 30 is information set for each customer, such as the caller number (e.g., telephone number), name, attributes, and identifier.

For example, the attribute item indicates the attributes of a customer, classified as VIP (Very Important Person), general, specific, etc. The identifier item indicates whether or not the customer is a specific customer, such as a person of interest. As one example, the identifier item may indicate whether or not the customer is a person of interest who requires special care in dealing with the customer, depending on whether or not the identifier is present (0 or 1). The identifier item may also indicate whether or not the customer is a specific type of customer using a number, such as 1 indicating a person of interest and 2 indicating a new customer who has just registered.

Rule definition information 31 is definition information that sets rules for determining the order in which new waiting calls are assigned to operators. As an example, rule definition information 31 shows rules for determining priority according to the attributes of a customer identified by referring to customer information 30 based on the caller number of a new waiting call. For example, rule definition information 31 defines a rule for determining priority in the following order for customer attributes: VIP > General > Unregistered (no corresponding attribute) > Specific.

The waiting call list 32 manages the allocation order of waiting calls. Specifically, for each waiting call arranged in the priority order defined in the rule definition information 310, the waiting call list 32 stores a call management number that identifies the waiting call, the time of the incoming call, a top priority flag that indicates whether the priority after the setting change is to be the top priority, and the like. Calls on this list are allocated to operator call terminals 11 in the order of allocation starting from the earliest call.

The control unit 24 has a setting unit 40, an incoming call processing unit 41, a waiting call display unit 42, and an allocation order change unit 43. The control unit 24 can be realized by a CPU (Central Processing Unit) or an MPU (Micro Processing Unit), etc. The control unit 24 can also be realized by hardwired logic such as an ASIC (Application Specific Integrated Circuit) or an FPGA (Field Programmable Gate Array).

The setting unit 40 is a processing unit that accepts pre-settings from the management terminal 12 and registers (adds/updates/deletes) settings such as customer information 30 and rule definition information 31 based on the accepted contents.

Figure 3 is a flowchart showing an example of the pre-setting operation. As shown in Figure 3, the management terminal 12 accepts setting operations to add/update/delete customer information 30 such as the customer's caller number, name, attributes, and identifier (S10). Next, the management terminal 12 requests the call server 10 to register the contents of the accepted setting operations (S11).

The setting unit 40 adds/updates/deletes the customer list in the customer information 30 based on the request from the management terminal 12 (S12) and notifies the result (S13). In the illustrated example, customer lists No. 1 to 5 (caller number, name, attributes, identifier) have been added to the customer information 30.

The management terminal 12 also accepts a setting operation that defines rules for determining the priority of allocation to operators (S14). Next, the management terminal 12 requests the call server 10 to register the contents of the accepted setting operation (S15).

The setting unit 40 adds a rule based on the request from the management terminal 12 to the rule definition information 31 (S16) and notifies the result (S17). In the illustrated example, a rule that determines the priority in the order of customer attribute type based on the caller number (1: VIP, 2: general, 3: unregistered (no corresponding attribute), 4: special) has been added to the rule definition information 31.

Returning to FIG. 2, the incoming call processing unit 41 is a processing unit that processes incoming calls from the customer terminal 2. Specifically, when the automatic answering device 21 accepts an incoming call from the customer terminal 2, the incoming call processing unit 41 checks whether there is an available (not busy) operator's call terminal 11. If there is an available call terminal 11, the incoming call processing unit 41 controls the ACD device 22 to transfer the incoming call that it has taken over from the automatic answering device 21 to the available call terminal 11. In this way, the incoming call processing unit 41 distributes the incoming call from the customer terminal 2 to the available call terminal 11.

If there is no free call terminal 11, the incoming call processing unit 41 controls the ACD device 22 to make the incoming call to the customer terminal 2 a waiting call. At this time, the incoming call processing unit 41 determines the priority of the new waiting call according to the rules in the rule definition information 31, and registers the new waiting call in the waiting call list 32 with the determined priority.

When an available call terminal 11 occurs, the incoming call processing unit 41 reads out the waiting calls according to the priority order of the waiting call list 32, and controls the ACD device 22 to transfer the read out waiting calls to the available call terminal 11. In this way, the incoming call processing unit 41 distributes the waiting calls to the available call terminals 11 in order of priority.

Figure 4 is a flowchart showing an example of the operation of incoming call processing. As shown in Figure 4, when processing is started, when an incoming call is received from a customer terminal 2, the incoming call processing unit 41 distributes the call to an available call terminal 11 (S20).

If there is no free call terminal 11, the incoming call processing unit 41 refers to the waiting call list 32 to determine whether there is a waiting call (S21). If there is no waiting call, the incoming call processing unit 41 assigns a call management number to the incoming call as a new waiting call with the highest priority, and adds it to the waiting call list 32 together with the caller number and the time of the incoming call (S22).

If there is already a waiting call (S21: Yes), the incoming call processing unit 41 refers to the customer information 30 based on the caller number of the incoming call and determines the type of customer attribute that corresponds to the caller number (S23). Specifically, the incoming call processing unit 41 determines whether the type is VIP, general, special, or unregistered (no corresponding attribute).

Next, the incoming call processing unit 41 identifies the type of each waiting call included in the waiting call list 32 from the caller number, and then determines whether there is already a waiting call of the same type as the incoming call type determined in S23 (S24).

If there are no waiting calls of the same type as the incoming call (S24: No), the incoming call processing unit 41 removes waiting calls with the highest priority flag from among the waiting calls included in the waiting call list 32. Next, the incoming call processing unit 41 determines the priority order according to the rules in the rule definition information 31, including the remaining waiting calls and the incoming call (new waiting call). Next, the incoming call processing unit 41 adds the new waiting call to the waiting call list 32 based on the determined priority order (S25).

For example, in the example of rule definition information 31 in FIG. 3, the priority is determined in the following order: VIP > General > Unregistered (no corresponding attribute) > Specific. In addition, for calls of the same type, the priority is determined so that calls with a longer time from the incoming call (longer waiting time) are given priority.

If there is a waiting call of the same type as the incoming call (S24: Yes), the incoming call processing unit 41 identifies the last waiting call of the same type as the incoming call (new waiting call) among the waiting calls included in the waiting call list 32, excluding waiting calls with the highest priority flag. Then, the incoming call (new waiting call) is added next to the identified waiting call (S27). In other words, the incoming call processing unit 41 adds the incoming call (new waiting call) to the waiting call list 32 in the allocation order that will be the last in the same type as the incoming call.

Figure 5 is a flow chart showing a specific example of incoming call and call allocation. At the start of the process in Figure 5, operator A of the call terminal 11 is on a call (there is no free operator) and there are no waiting calls.

As shown in FIG. 5, the call server 10 receives an incoming call notification from a customer terminal 2a with a customer name of "AAAA" and a caller number of "0XXXXXXXXX" (S30).

The incoming call processing unit 41 of the call server 10 adds the incoming call from the customer terminal 2a to the waiting call list 32 as a new waiting call (S32) because there are no available operators (S31). Specifically, because there are no other waiting calls, the incoming call processing unit 41 adds the call to the waiting call list 32 as a waiting call with the highest priority (1) together with the call management number, the caller number, and the time of the incoming call.

Next, the call server 10 accepts an incoming call notification from customer terminal 2b with customer name "BBBB" and caller number "0YYYYYYYYY" (S33).

Since there is no available operator for the incoming call from the customer terminal 2b (S34), the incoming call processing unit 41 adds the call to the waiting call list 32 as a new waiting call (S35). Specifically, since there is already a waiting call, the incoming call processing unit 41 determines the priority of the new waiting call according to the rules in the rule definition information 31 based on the customer type based on the caller number. Next, the incoming call processing unit 41 adds the new waiting call to the waiting call list 32 based on the determined priority (the second call in the illustrated example).

When an availability notification (S37) is received from the call terminal 11 due to operator A's availability (S36) following the end of the call, the incoming call processing unit 41 distributes the waiting calls to the call terminals 11 in the order of priority in the waiting call list 32 (S38). In the illustrated example, the waiting call from the customer terminal 2a, which has the first priority, is distributed to the call terminal 11. As a result, the call terminal 11 receives the distributed waiting call (S39).

Next, the incoming call processing unit 41 deletes the assigned waiting call from the waiting call list 32 and updates the waiting call list 32 (S40).

Returning to FIG. 2, the waiting call display unit 42 is a processing unit that displays the waiting call status managed by the call server 10 on the monitor 13. Specifically, the waiting call display unit 42 generates display information for a display screen that displays the waiting call status based on the waiting call list 32 and customer information 30.

As an example, the waiting call display unit 42 generates display information for a priority screen that arranges waiting calls in allocation order (priority order) based on the waiting call list 32. The waiting call display unit 42 also generates display information for a list screen that displays a list of customer information 30 corresponding to the caller numbers of the waiting calls. The waiting call display unit 42 also generates display information for a distribution screen that displays the distribution of waiting times from the arrival times of the waiting calls.

Next, the waiting call display unit 42 notifies the monitor 13 of the generated display information. Based on this display information, the monitor 13 displays the waiting call status of the call server 10 on the display screen.

Figure 6 is a flowchart showing an example of the operation of displaying the waiting call screen. As shown in Figure 6, the monitor 13 accepts an operation to display the waiting call screen by touching the screen or the like (S50). Based on this operation, the monitor 13 notifies the call server 10 of the acquisition of information related to the display of the waiting call screen (S51).

Upon receiving the notification of S51, the waiting call display unit 42 of the call server 10 creates display information for a list screen that displays a list of waiting calls together with customer information 30 corresponding to the caller number of the waiting call (S52).

Specifically, for each waiting call in the waiting call list 32, the waiting call display unit 42 reads out the name, attributes, and identifier of the corresponding customer information 30 from the caller number included in the waiting call list 32. In addition, for each waiting call in the waiting call list 32, the waiting call display unit 42 calculates the waiting time from the difference between the incoming call time included in the waiting call list 32 and the current time. Next, the waiting call display unit 42 sorts the waiting calls in order of waiting time, and creates display information that displays a list of the name, caller number (telephone number), attributes, waiting time, and identifier.

Next, the waiting call display unit 42 generates display information for a distribution screen that displays the distribution of waiting times calculated from the difference between the arrival time included in the waiting call list 32 and the current time for each waiting call (S53). Specifically, the waiting call display unit 42 creates display information for a distribution chart in which each waiting call is plotted according to its waiting time.

The waiting call display unit 42 may display the stage of the waiting time at the display position of the plotted waiting call by determining the waiting time based on a predetermined threshold value. For example, the waiting call display unit 42 displays the determined stage of the waiting time (seconds) in color (0-180 (seconds): yellow, 180-360 (seconds): orange, 380 or more (seconds): red, etc.).

The waiting call display unit 42 may also display customer information 30 identified by the caller number of the waiting call at the display position of the plotted waiting call. For example, the waiting call display unit 42 may display an icon with a shape corresponding to the customer's attributes (VIP: star, general: circle (solid line), unregistered (no corresponding attribute): circle (dotted line), specific: triangle, etc.). The waiting call display unit 42 may also display the name included in the customer information 30 using a tooltip display or the like. The waiting call display unit 42 may also display an icon according to the identifier.

Next, the waiting call display unit 42 creates display information for an allocation priority screen in which the waiting calls included in the waiting call list 32 are arranged in the order of allocation (priority order) (S54). Specifically, the waiting call display unit 42 reads out each of the waiting calls included in the waiting call list 32, and creates display information for a screen in which the calls are arranged in priority order.

The waiting call display unit 42 may display the stage of the waiting time at the display position of the waiting call on the priority screen. For example, the waiting call display unit 42 displays the stage of the determined waiting time (seconds) in color (0-180 (seconds): yellow, 180-360 (seconds): orange, 380 or more (seconds): red, etc.).

The waiting call display unit 42 may also display customer information 30 identified from the caller number of the waiting call at the display position of the waiting call on the priority screen. For example, the waiting call display unit 42 may display an icon with a shape corresponding to the customer's attributes (VIP: star, general: circle (solid line), unregistered (no corresponding attribute): circle (dotted line), specific: triangle, etc.). The waiting call display unit 42 may also display the name included in the customer information 30 using a tooltip display or the like. The waiting call display unit 42 may also display an icon according to the identifier.

The waiting call display unit 42 then notifies the monitor 13 of the display information created in S52-S54 (S55). The monitor 13 then displays the screen based on the notified display information (S56). The call server 10 and monitor 13 update the screen by periodically repeating the processes of S52-S56 at a predetermined time interval (e.g., several seconds) (S60, S61, ...). This allows the monitor 13 to display the waiting call status in real time.

Figure 7 is an explanatory diagram illustrating an example of a display screen. As shown in Figure 7, the monitor 13 displays a display screen G including a list screen G1, a distribution screen G2, and an allocation order screen G3 based on the display information created in S52 to S54.

For example, the list screen G1 is a screen that displays a list of waiting calls along with customer information 30 corresponding to the caller numbers of the waiting calls. This list screen G1 allows the user to easily check the customer information 30 (telephone number, attributes, identifier, etc.) corresponding to each waiting call and the waiting time.

The distribution screen G2 is a screen that displays the distribution of waiting times for each waiting call. This distribution screen G2 allows the user to easily check the distribution of waiting times for waiting calls.

The allocation order screen G3 is a screen that lists each waiting call in allocation order (priority order). This allocation order screen G3 allows the user to easily check the allocation order of the waiting calls.

In addition, on the distribution screen G2 and the allocation order screen G3, the attributes of the customer information 30 corresponding to the waiting calls may be displayed, for example, by a display shape (VIP: star, general: circle (solid line), not registered (no corresponding attribute): circle (dotted line), specific: triangle, etc.). This allows the user to easily check the customer attributes of the waiting calls.

In addition, on the distribution screen G2 and the allocation order screen G3, the contents (e.g., name) of the customer information 30 corresponding to the waiting call may be displayed using a tooltip display G4. Similarly, on the distribution screen G2 and the allocation order screen G3, the presence or absence of an identifier in the customer information 30 corresponding to the waiting call may be displayed using an icon display G5. This allows the user to easily check the contents of the customer information 30 corresponding to the waiting call.

In the illustrated example, an exclamation mark icon display G5 is displayed corresponding to the identifier 1, which is a person of interest. Note that the icon display G5 may correspond to the identifier number, such as displaying a heart mark icon display G5 in the case of an identifier 2, which is a new customer.

Returning to FIG. 2, the allocation order change unit 43 is a processing unit that changes the allocation order of the waiting call list 32 based on an operational instruction to change the allocation order of a specific waiting call on the display screen G. Specifically, the allocation order change unit 43 accepts an operation to change the allocation order by dragging and dropping a specific waiting call on the allocation order screen G3, which lists each waiting call in allocation order (priority order). Next, the allocation order change unit 43 changes the waiting call list 32 to the allocation order after rearrangement by dragging and dropping.

Figure 8 is a flowchart showing an example of an operation for changing the priority of a waiting call. As shown in Figure 8, the monitor 13 accepts a change operation for changing the priority of a specific waiting call by, for example, a touch operation on the display screen G (S70). Next, the monitor 13 notifies the call server 10 of a change request based on the accepted change operation (S71).

Figures 9A and 9B are explanatory diagrams explaining the operation of changing the waiting call allocation order. As shown in Figure 9A, the allocation order screen G3 displays waiting call displays G31 to G36 corresponding to six waiting calls in the order of allocation. In addition, the waiting call display G33 has an icon display G5 corresponding to the identifier of a customer who requires attention.

In this situation, the user decides that among the waiting call displays G31 to G33 of the same type (VIP: star-shaped), the waiting call with the waiting call display G33 that has the icon display G5 of a customer who requires caution should be given priority over the others. In this case, the user drags and drops the waiting call display G33 to the top (S70). This drag-and-drop change operation changes the allocation order of the waiting calls to the following order: waiting call display G33, G31, G32, G34, G35, G36.

In case C1 of FIG. 9B, the user decides that the waiting call with the longest waiting time, indicated by the waiting call display G36, should be given top priority. In this case, the user drags and drops the waiting call display G36 to the top (S70). This drag-and-drop change operation changes the allocation order of the waiting calls to the following order: waiting call display G36, G31, G32, G33, G34, G35.

Here, the waiting call in the waiting call display G36 is not a prioritized type (specific: triangle), and may be lower in the allocation order when a new waiting call is added to the waiting call list 32 according to the rules in the rule definition information 31. For example, if the type of the new waiting call is VIP, the call will be lower in the allocation order according to the rule that determines the priority in the order of VIP > General > Unregistered (no corresponding attribute) > Specific.

To prevent such changes to the allocation order, when making a change to the allocation order screen G3, a top priority flag setting G6 may be performed to specify whether the changed allocation order is to be given priority over new waiting calls.

Case C2 in FIG. 9B is a case where flag setting G6 is not performed to give the changed priority over new waiting calls. In this case C2, the user has determined that the waiting call with waiting call display G36, which has a long waiting time, should be given priority, but does not consider it to be the top priority. In this case, the user drags and drops the waiting call display G36 between the waiting call displays G32 and G33 (S70). This drag-and-drop change operation changes the allocation order of the waiting calls to the following order: waiting call displays G31, G32, G36, G33, G34, G35.

Returning to FIG. 8, the allocation order change unit 43 of the call server 10 that has received the change request changes the waiting call list 32 to the allocation order after rearrangement by drag and drop. Here, if the top priority flag is set as in case C1, the allocation order change unit 43 sets a flag (1) to the waiting call whose allocation order has been changed by drag and drop. Next, the allocation order change unit 43 notifies the monitor 13 that the change is complete (S72).

Figures 10A and 10B are flowcharts showing an example of incoming call operation after changing the waiting call allocation order. At the start of the processing in Figure 10A, it is assumed that the operator of the call terminal 11 is busy (there is no operator available). In addition, it is assumed that the top priority flag is not set in the waiting call list 32 after the change.

As shown in FIG. 10A, the call server 10 receives an incoming call notification from a customer terminal 2c with a customer name of "CCCC" and a caller number of "0CCCCCCCCCC" (S80).

Since there is no available operator for the incoming call from the customer terminal 2c (S81), the incoming call processing unit 41 of the call server 10 adds the call to the waiting call list 32 as a new waiting call (S82). Specifically, since there is already a waiting call, the incoming call processing unit 41 determines the allocation order of the new waiting call according to the rules in the rule definition information 31 based on the customer type based on the caller number. Next, the incoming call processing unit 41 adds the new waiting call to the waiting call list 32 based on the determined allocation order. In the illustrated example, the call is added to the end (priority 4) of the VIP type waiting calls (priority 1 to 3).

At the start of the process in FIG. 10B, it is assumed that the operator of the call terminal 11 is busy (there is no free operator). In addition, it is assumed that in the changed waiting call list 32, the first waiting call is not of a prioritized type (e.g., specific) and has the highest priority flag set.

As shown in FIG. 10B, the call server 10 receives an incoming call notification from customer terminal 2c with customer name "CCCC" and caller number "0CCCCCCCCCC" (S90).

The incoming call processing unit 41 of the call server 10 adds the incoming call from the customer terminal 2c to the waiting call list 32 as a new waiting call (S92) because there is no available operator (S91). Specifically, since there is already a waiting call, the incoming call processing unit 41 determines the allocation order of the new waiting call according to the rules of the rule definition information 31 based on the type of customer based on the caller number.

At this time, the incoming call processor 41 removes waiting calls with the highest priority flag (see FIG. 4, S25, S27). In the illustrated example, the first waiting call is removed. Next, the incoming call processor 41 adds the new waiting call to the waiting call list 32 based on the determined priority. In the illustrated example, after removing the first waiting call, the new call is added to the end (priority 5) of VIP type waiting calls (priority 2 to 4).

As described above, the call server 10 has a waiting call display unit 42 and an allocation order change unit 43. The waiting call display unit 42 displays on the monitor 13 a display screen G in which waiting calls are arranged in allocation order based on a waiting call list 32 in which waiting calls are arranged in the order of allocation to the operator's call terminal 11. The allocation order change unit 43 changes the allocation order of the waiting call list 32 based on an operation on the display screen G to change the allocation order of a specific waiting call.

Therefore, a user (e.g., an administrator in the call center system 1) can check the waiting call status on the display screen G and then change the allocation order of specific waiting calls in the waiting call list 32. In addition, because the allocation order in the waiting call list 32 can be changed, each operator can be saved from the task of selecting the most suitable customer from the waiting call list 32 and receiving an incoming call. In this way, the call center system 1 can support flexible responses to the ever-changing waiting call situation by, for example, successively adding new waiting calls.

The allocation order change unit 43 also assigns a flag based on flag setting G6, which specifies whether the changed allocation order is to be prioritized over new waiting calls, to a specific changed waiting call included in the waiting call list 32. When a new waiting call occurs, the allocation order change unit 43 of the call server 10 determines the allocation order of the new waiting call based on the flag included in the waiting call list 32. Next, the allocation order change unit 43 adds the new waiting call to the waiting call list 32 based on the determined allocation order.

This allows the call center system 1 to prioritize the allocation order of a specific waiting call after the change is made by the user's operational instruction over new waiting calls.

The waiting call display unit 42 also displays the waiting time corresponding to each waiting call arranged in the order of allocation on the display screen G based on the time information for each waiting call.

This allows a user (e.g., an administrator in call center system 1) to check the waiting time for each waiting call and then change the allocation order for specific waiting calls.

The waiting call display unit 42 also displays customer information (e.g., attributes, identifiers, etc.) corresponding to each waiting call arranged in allocation order on the display screen G based on the customer information 30 associated with the caller number of each waiting call.

This allows a user (e.g., an administrator in the call center system 1) to check the customer information (e.g., attributes, identifiers, etc.) of each waiting call and then change the allocation order of a specific waiting call. As an example, the user can decide to raise the allocation order of a waiting call of a specific customer (e.g., a person of interest) who has been assigned an identifier.

Note that each component of each device shown in the figure does not necessarily have to be physically configured as shown in the figure. In other words, the specific form of distribution and integration of each device is not limited to that shown in the figure, and all or part of the devices can be functionally or physically distributed and integrated in any unit depending on various loads, usage conditions, etc.

For example, in this embodiment, an operational instruction on the display screen G is received by a touch sensor on the monitor 13, but this is not limited to operations on the monitor 13. For example, the operational instruction on the display screen G may be an operational instruction received from the management terminal 12 by moving a pointer on the display screen G based on an operation of an input device on the management terminal 12.

Furthermore, the various processing functions of the setting unit 40, incoming call processing unit 41, waiting call display unit 42, and allocation order change unit 43 performed by the control unit 24 of the call server 10 may be executed in whole or in part on a CPU (or a microcomputer such as an MPU or MCU (Micro Controller Unit)). Needless to say, the various processing functions may be executed in whole or in part on a program analyzed and executed by the CPU (or a microcomputer such as an MPU or MCU), or on hardware using wired logic. The various processing functions performed by the call server 10 may be executed by multiple computers working together using cloud computing.

The various processes described in the above embodiment can be realized by executing a prepared program on a computer. Therefore, an example of a computer configuration (hardware) that executes a program having the same functions as the above embodiment will be described below. Figure 11 is an explanatory diagram that explains an example of a computer configuration.

As shown in FIG. 11, computer 200 has a CPU 201 that executes various arithmetic processes, an input device 202 that accepts data input, a monitor 203, and a speaker 204. Computer 200 also has a medium reading device 205 that reads programs and the like from a storage medium, an interface device 206 for connecting to various devices, and a communication device 207 for connecting to external devices via wired or wireless communication. Call center system 1 also has a RAM 208 that temporarily stores various information, and a hard disk device 209. Each section (201 to 209) in computer 200 is connected to bus 210.

The hard disk drive 209 stores programs 211 for executing various processes in the functional configuration (e.g., the setting unit 40, the incoming call processing unit 41, the waiting call display unit 42, and the allocation order change unit 43) described in the above embodiment. The hard disk drive 209 also stores various data 212 referenced by the programs 211. The input device 202, for example, accepts input of operation information from an operator. The monitor 203, for example, displays various screens operated by the operator. The interface device 206 is connected to, for example, a printing device. The communication device 207 is connected to a communication network such as a LAN (Local Area Network), and exchanges various information with external devices via the communication network.

The CPU 201 reads out the program 211 stored in the hard disk device 209, expands it in the RAM 208, and executes it to perform various processes related to the above-mentioned functional configuration (for example, the setting unit 40, the incoming call processing unit 41, the waiting call display unit 42, and the allocation order change unit 43). The program 211 does not have to be stored in the hard disk device 209. For example, the program 211 stored in a storage medium that the computer 200 can read out and execute may be configured. Examples of storage media that the computer 200 can read out include portable storage media such as CD-ROMs, DVD disks, USB (Universal Serial Bus) memories, semiconductor memories such as flash memories, and hard disk drives. The program 211 may also be stored in a device connected to a public line, the Internet, a LAN, or the like, and the computer 200 may read out and execute the program 211 from these.

The following notes are further provided with respect to the above embodiment.

(Note 1) A waiting call display screen is displayed in which the waiting calls are arranged in the order based on a waiting call table indicating the order in which the waiting calls are to be allocated;
changing the order in the waiting call table based on an operation to change the order of a specific waiting call on the waiting call display screen;
A call waiting display program for causing a computer to execute a process.

(Note 2) The process of changing the queue further includes a process of receiving an operation for specifying whether or not to allow a new waiting call to be inserted before an assigned order of the specific waiting call after the change, when a new waiting call occurs.
2. The call waiting display program according to claim 1 .

(Note 3) The display process displays the waiting times corresponding to the waiting calls arranged in the order of allocation on the waiting call display screen based on the time information of each waiting call.
3. The call waiting display program according to claim 1 or 2.

(Note 4) The display process displays customer information corresponding to each of the waiting calls arranged in order of allocation on the waiting call display screen based on customer information associated with the caller number of each of the waiting calls.
4. The call waiting display program according to claim 1,

(Appendix 5) A waiting call display screen is displayed in which the waiting calls are arranged in the order based on a waiting call table indicating the order in which the waiting calls are to be allocated;
changing the order in the waiting call table based on an operation to change the order of a specific waiting call on the waiting call display screen;
A method for indicating a waiting call, the processing of which is executed by a computer.

(Additional Note 6) The process of changing the queue further includes a process of receiving an operation for specifying whether or not to permit insertion of the new queued call before the queue of the specific queued call after the change, when a new queued call occurs.
6. The call waiting display method according to claim 5,

(Note 7) The display process displays the waiting times corresponding to the waiting calls arranged in the order of allocation on the waiting call display screen based on the time information of each waiting call.
7. The method for displaying a waiting call according to claim 5 or 6.

(Note 8) The display process displays customer information corresponding to each of the waiting calls arranged in order of allocation on the waiting call display screen based on customer information associated with the caller number of each of the waiting calls.
8. The method for displaying a waiting call according to claim 5,

Reference Signs List 1...Call center system 2, 2a, 2b, 2c...Customer terminal 3...Telephone network 10...Call server 11...Call terminal 12...Management terminal 13...Monitor 14...In-house communication network 20...Communication unit 21...Automatic answering device 22...ACD device 23...Memory unit 24...Control unit 30...Customer information 31...Rule definition information 32...Waiting call list 40...Setting unit 41...Incoming call processing unit 42...Waiting call display unit 43...Allocation order change unit 200...Computer 201...CPU
202: Input device 203: Monitor 204: Speaker 205: Media reader 206: Interface device 207: Communication device 208: RAM
209...Hard disk device 210...Bus 211...Program 212...Various data C1, C2...Case G...Display screen G1...List screen G2...Distribution screen G3...Priority screen G4...Tool tip display G5...Icon display G6...Flag setting G31 to G36...Waiting call display

Claims (4)

displaying a waiting call display screen in which the waiting calls are arranged in the order based on a waiting call table indicating the order in which the waiting calls are to be allocated;
changing the order in the waiting call table based on an operation to change the order of a specific waiting call on the waiting call display screen;
The process is executed by a computer ,
The process of displaying includes displaying an icon of a shape corresponding to a customer attribute for each of the waiting calls arranged in order of allocation on the waiting call display screen based on customer information associated with the caller number of each of the waiting calls . the process of changing further includes a process of receiving an operation for specifying whether or not to permit insertion of the new waiting call before an assigned order of the specific waiting call after the change, when a new waiting call occurs;
2. The waiting call display program according to claim 1, wherein the waiting call display program is a program for displaying a waiting call. the process of displaying includes displaying waiting times corresponding to the waiting calls arranged in the order of allocation on the waiting call display screen based on time information for each of the waiting calls.
3. The waiting call display program according to claim 1, wherein the waiting call display program is a program for displaying a waiting call. displaying a waiting call display screen in which the waiting calls are arranged in the order based on a waiting call table indicating the order in which the waiting calls are to be allocated;
changing the order in the waiting call table based on an operation to change the order of a specific waiting call on the waiting call display screen;
The computer executes the process ,
The method for displaying waiting calls is characterized in that the display process displays, on the waiting call display screen, an icon of a shape corresponding to a customer attribute for each of the waiting calls arranged in allocation order, based on customer information associated with the caller number of each of the waiting calls .

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