本揭示係關於資訊提供裝置，其顯示客服中心之多名值機人員（operator）的業務狀況。This disclosure is about an information providing device, which displays the business status of a number of operator in the customer service center.
以往，在此種資訊提供裝置中，有在畫面上同時表示客服中心之座位佈局（layout）與值機人員的業務狀況者（例如，參照專利文獻1）。藉此，資訊提供裝置的使用者（典型而言為值機人員的監督者）變得能容易地把握值機人員的業務狀況等。 [先前技術文獻] [專利文獻]Conventionally, in such an information providing device, there are those who simultaneously display the seat layout of the customer service center and the business status of the check-in staff on the screen (for example, refer to Patent Document 1). Thereby, the user of the information providing device (typically a supervisor of the check-in personnel) can easily grasp the business situation of the check-in personnel and the like. [Prior Art Literature] [Patent Literature]
[專利文獻1]日本特許第5090001號公報[Patent Document 1] Japanese Patent No. 5090001
[發明概要] [發明所欲解決的課題][Summary of the Invention] [Problems to be Solved by the Invention]
於資訊提供裝置，使用者有時欲一次性地把握（俯瞰）多名值機人員的業務狀況，亦有時欲詳細地把握部分值機人員的業務狀況。In the information providing device, the user sometimes wants to grasp (overlook) the business status of multiple check-in personnel at one time, and sometimes wants to grasp the business status of some check-in personnel in detail.
本揭示之目的在於提供一種使用者能辨識多名值機人員的業務狀況與部分值機人員的詳細業務狀況之資訊提供裝置。 [用於解決課題的手段]The purpose of this disclosure is to provide an information providing device that allows users to identify the business status of multiple check-in personnel and the detailed business status of some check-in personnel. [Means for solving problems]
本揭示針對一種資訊提供裝置，其具備： 第一資訊生成部，其生成第一影像，此第一影像係以第一放大率表現多名值機人員之座位的佈局之第一影像，並以第一物件群組（object group）表現各前述值機人員的大略業務狀況，且使用前述第一物件群組構成各前述座位； 第二資訊生成部，其生成第二影像，此第二影像係以大於前述第一放大率的第二放大率表現前述佈局之第二影像，並以第二物件群組表現各前述值機人員的詳細業務狀況，且使用前述第二物件群組構成各前述座位；以及 顯示部，其顯示前述第一影像及前述第二影像。 [發明效果]The present disclosure is directed to an information providing device including: a first information generating unit that generates a first image, the first image being a first image representing a layout of seats of a plurality of check-in personnel at a first magnification, and A first object group represents the approximate business status of each of the aforementioned check-in personnel, and each of the aforementioned seats is constituted using the aforementioned first object group; a second information generating section, which generates a second image, the second image is The second image of the layout is expressed at a second magnification greater than the first magnification, and the detailed business status of each of the aforementioned check-in personnel is represented by a second object group, and each of the aforementioned seats is formed using the second object group And a display unit that displays the first image and the second image. [Inventive effect]
根據本揭示，能提供一種使用者能辨識多名值機人員的業務狀況與部分值機人員的詳細業務狀況之資訊提供裝置。According to the present disclosure, it is possible to provide an information providing device capable of identifying the business status of multiple check-in personnel and the detailed business status of some check-in personnel.
[用於實施發明的形態][Form for Implementing the Invention]
以下，參照上述圖式，詳細說明具備本揭示之資訊提供裝置的客服中心系統。Hereinafter, a call center system provided with the information providing device of the present disclosure will be described in detail with reference to the drawings.
＜1.定義＞ 下表1揭示本實施形態所使用之字首縮寫或縮寫的意義。<1. Definition> The meaning of the initials or abbreviations used in this embodiment is shown in Table 1 below.
[表1]
＜2.系統構成＞ 在圖1中，客服中心系統100大致具備：外線網（公用線路）200、內線網300、通話管理網400及IM網500。<2. System Configuration> In FIG. 1, the call center system 100 is roughly provided with an outside line network (public line) 200, an inside line network 300, a call management network 400, and an IM network 500.
外線網200，例如為數位IP網等，為連接客服中心的客戶所使用之IP終端（未圖示）的通訊網路。The outside line network 200 is, for example, a digital IP network, and is a communication network of an IP terminal (not shown) used by a customer connected to a customer service center.
內線網300為客服中心內所構築之LAN等通訊網路的一部分。內線網300包含：第1～第N的值機人員桌上設備3101～310N、網路設備320及PBX裝置330。The internal network 300 is a part of a communication network such as a LAN constructed in a customer service center. The internal network 300 includes: first to Nth check-in staff desktop devices 3101 to 310N , network devices 320, and a PBX device 330.
各值機人員桌上設備3101～310N，例如為多功能IP電話機、耳機及個人電腦的組合，其被設置在客服中心中進行客戶應對的值機人員的座位（更具體而言為桌上）而使用。各值機人員桌上設備3101～310N的多功能IP電話機，經由網路設備320而分別連接至PBX裝置330。The desk equipment 3101 ～ 310N of each check-in staff, for example, is a combination of multi-function IP telephones, headsets, and personal computers, which are set in the customer service center for the counter staff ’s seat (more specifically, the desk Above). The multifunctional IP telephones of the desk devices 3101 to 310N of each check-in staff are respectively connected to the PBX device 330 via the network device 320.
並且，各多功能IP電話機具備基本功能：接受來自客戶的電話、撥電話給客戶、掛斷電話、將與客戶的語音通話設為保留等，且同時亦具備：各值機人員使用自已的ID及密碼進行登入及登出的功能。In addition, each multi-function IP phone has basic functions: accept calls from customers, make calls to customers, hang up calls, put voice calls with customers on hold, etc., and also have: each check-in staff uses their own ID And password for login and logout.
並且，各多功能IP電話機具有能輸出各種代理器狀態（agent status）的狀態按鈕（status button）。在狀態按鈕中，包含用於向SV（監督者）通知求助（help）的呼叫按鈕。此外，於本揭示中，作為代理器狀態，除了求助以外，亦例示下表2所記載者，但能利用在本案申請時間點時為周知者。此等代理器狀態應與登入中的值機人員的ID及內線號碼一起傳送至代理器狀態管理伺服器450，例如能被包含在IP封包中而往網路設備320送出。In addition, each multifunctional IP telephone has a status button that can output various agent statuses. The status button includes a call button for notifying the SV (supervisor) of help. In addition, in the present disclosure, as an agent state, in addition to asking for help, those listed in Table 2 below are also exemplified, but can be used as known at the time of application in this case. These agent statuses should be transmitted to the agent status management server 450 together with the ID and extension number of the check-in staff during login, for example, they can be included in the IP packet and sent to the network device 320.
[表2]
各耳機連接相同桌上的多功能IP電話機，將值機人員的發話內容轉換成電信號並輸出至多功能IP電話機，且同時將從多功能IP電話機輸出之電信號轉換成客戶的發話內容，並以語音的型態輸出給值機人員。Each headset is connected to a multi-function IP phone on the same table, converts the utterance of the check-in staff into an electric signal and outputs it to the multi-function IP phone, and simultaneously converts the electric signal output from the multi-function IP phone to the utterance of the customer, Output to the check-in staff in the form of voice.
與多功能IP電話機同樣地，個人電腦能使用各值機人員的ID及密碼登入，且主要是對值機人員的操作做出回應，並檢索客戶應對所需要的資訊。除此之外，個人電腦亦應藉由周知的即時傳訊功能，將值機人員所輸入之即時訊息至少傳送至後述的資訊提供裝置460，並送出至IM網500。個人電腦更至少接收從資訊提供裝置460傳送之SV的即時訊息。此等即時訊息，雖會在之後敘述其詳細內容，但至少在資訊提供裝置460的畫面上以時間序列表示。Like the multi-function IP phone, the personal computer can log in using the ID and password of each check-in person, and mainly responds to the operation of the check-in person and retrieves the information required by the customer to respond. In addition, the personal computer should also use the well-known instant messaging function to transmit at least the instant messages entered by the check-in personnel to the information providing device 460 described below and to the IM network 500. The personal computer receives at least the SV instant message transmitted from the information providing device 460. Although these instant messages will be described in detail later, at least on the screen of the information providing device 460 is represented in time series.
網路設備320為中繼裝置，其在各值機人員桌上設備3101～310N的多功能IP電話機與PBX裝置330之間，進行包含值機人員與客戶之間的語音通話（交流）之IP封包的轉送，例如為交換集線器或路由器。但是，網路設備320藉由埠映射同步等功能，而將轉送之IP封包的副本送往通話管理網400。The network device 320 is a relay device, which performs a voice call (exchange) between the check-in personnel and the customer between the multi-function IP telephones 3101 ～ 310N of the check-in personnel and the PBX device 330. IP packet forwarding, such as a switching hub or router. However, the network device 320 sends a copy of the forwarded IP packet to the call management network 400 by using functions such as port mapping synchronization.
PBX裝置330為專用交換分機，連接外線網200。PBX裝置330從外線網200接收將各值機人員桌上設備3101～310N的多功能IP電話機設為目的地之IP封包，並往網路設備320轉送。並且，PBX裝置330從網路設備320接收將外線網200所連接之IP電話機（未圖示）設為目的地之IP封包，並往外線網200轉送。The PBX device 330 is a dedicated exchange extension and is connected to the outside network 200. The PBX device 330 receives an IP packet from the outside line network 200 with the multi-function IP telephones of the desk personnel 3101 to 310N of the check-in staff as destinations, and forwards them to the network device 320. In addition, the PBX device 330 receives an IP packet with the IP phone (not shown) connected to the external network 200 as a destination from the network device 320 and forwards the IP packet to the external network 200.
上述構成的內線網300，其構成IP電話網的一部分，並傳送在客服中心所進行之多數與客戶的語音通話之IP封包，且將傳送之IP封包的副本轉送往通話管理網400。The internal network 300 constituted above constitutes a part of the IP telephone network, and transmits most of the IP packets of the voice call with the customer in the customer service center, and forwards a copy of the transmitted IP packet to the call management network 400.
通話管理網400，例如為客服中心所構築之通訊網路的一部分。通話管理網400包含：通話錄音伺服器410、通話管理伺服器420、語音辨識伺服器430、情緒分析伺服器440、代理器狀態管理伺服器450及資訊提供裝置460。The call management network 400 is, for example, a part of a communication network constructed by a customer service center. The call management network 400 includes a call recording server 410, a call management server 420, a speech recognition server 430, an emotion analysis server 440, an agent status management server 450, and an information providing device 460.
此外，通訊管理網400的網路構成（亦即，各裝置410～460的連接關係），並未限定於圖1所示者。通訊管理網400能由周知的拓撲（環型、星側、匯流排型等）構成。The network configuration of the communication management network 400 (that is, the connection relationship between the devices 410 to 460) is not limited to that shown in FIG. 1. The communication management network 400 can be constituted by a well-known topology (ring type, star side, bus type, etc.).
通話錄音伺服器410連接內線網300的網路設備320。通話錄音伺服器410接收從網路設備320傳送的IP封包，且從接收到的IP封包抽出通話的語音資訊，並記錄於內部的通話記憶裝置。亦即，通話錄音伺服器410記錄值機人員的每個應對之由IP電話網所傳送之語音通話的語音資訊。此時，作為各語音資訊的控制資訊，較佳為附加通話識別資訊、話者識別資訊及時刻資訊。通話識別資訊為用於識別通話的資訊。話者識別資訊為用於識別語音資訊所含之發話語音的話者（IP電話機）的資訊。時刻資訊為表示語音資訊所對應之時刻的資訊。控制資訊可取自IP封包的標頭（header）部分，亦可取自IP封包的酬載部分。The call recording server 410 is connected to the network device 320 of the internal network 300. The call recording server 410 receives the IP packet transmitted from the network device 320, and extracts the voice information of the call from the received IP packet and records it in the internal call memory device. That is, the call recording server 410 records the voice information of each of the check-in personnel in response to the voice call transmitted by the IP telephone network. At this time, as the control information of each voice information, it is preferable to add call identification information, speaker identification information, and time information. Call identification information is information used to identify a call. The speaker identification information is information for identifying the speaker (IP telephone) of the speaking voice included in the voice information. The time information is information indicating the time corresponding to the voice information. The control information can be taken from the header part of the IP packet, or it can be taken from the payload part of the IP packet.
通話管理伺服器420藉由接收從通話錄音伺服器410所獲得之通話開始通知，而取得通話開始時間點。然後，通話管理伺服器420基於所取得之通話開始時間點，而控制通話錄音伺服器410、語音辨識伺服器430、情緒分析伺服器440及資訊提供裝置460之各自的動作時間點。The call management server 420 obtains a call start time point by receiving a call start notification obtained from the call recording server 410. Then, the call management server 420 controls the respective operation time points of the call recording server 410, the speech recognition server 430, the emotion analysis server 440, and the information providing device 460 based on the obtained call start time points.
語音辨識伺服器430，其回應從通話管理伺服器420所獲得之辨識開始要求，並對於通話錄音伺服器410傳送語音傳送要求，此語音傳送要求將與辨識開始要求相同的語音資訊作為對象。然後，語音辨識伺服器430進行對於從通話錄音伺服器410所回覆之語音資訊的語音辨識處理，生成為語音辨識處理結果之文字資料，並儲存至內部的文字記憶裝置。此外，此時與前述同樣地，作為各文字資料的控制資訊，較佳為附加通話識別資訊、話者識別資訊及時刻資訊。The voice recognition server 430 responds to the recognition start request obtained from the call management server 420, and transmits a voice transmission request to the call recording server 410. This voice transmission request targets the same voice information as the recognition start request. Then, the speech recognition server 430 performs speech recognition processing on the speech information returned from the call recording server 410, generates text data as a result of the speech recognition processing, and stores the text data into an internal text memory device. In addition, at this time, as described above, as the control information of each text data, it is preferable to add call identification information, speaker identification information, and time information.
上述通話錄音伺服器410，其回應來自資訊提供裝置460的語音資訊的傳送要求，並可將由IP電話網所傳送之通話的語音資訊藉由串流而提供至語音辨識伺服器430、情緒分析伺服器440及資訊提供裝置460。語音辨識伺服器430將對於語音資訊的語音辨識結果，亦即文字資訊，回應來自資訊提供裝置460的文字資訊的傳送要求，並可藉由串流而提供至資訊提供裝置460。The above-mentioned call recording server 410 responds to the voice information transmission request from the information providing device 460, and can provide the voice information of the call transmitted by the IP telephone network to the voice recognition server 430 and the emotion analysis server by streaming.器 440 和 信息 提供 装置 460。 440 and information providing device 460. The speech recognition server 430 responds to the transmission request of the text information from the information providing device 460 for the speech recognition result of the speech information, that is, the text information, and can provide the information to the information providing device 460 by streaming.
此外，關於通話錄音伺服器410、通話管理伺服器420及語音辨識伺服器430的詳細內容，請參照根據本專利申請之相同申請案的日本特許第5860085號公報。In addition, for details of the call recording server 410, the call management server 420, and the voice recognition server 430, please refer to Japanese Patent No. 5860085 based on the same application of this patent application.
情緒分析伺服器440，其藉由接收從通話錄音伺服器410所獲得之通話開始通知，而取得通話開始時間點。然後，情緒分析伺服器440對於通話錄音伺服器410傳送語音傳送要求，此語音傳送要求與通話開始通知相同且將客戶的語音資訊作為對象。接著，情緒分析伺服器440基於從通話錄音伺服器410所回覆之客戶的語音資訊，以時間序列分析客戶的情緒，例如：將表示每個值機人員（換言之，值機人員的ID）在應對中的客戶之平靜、生氣、愉悅及悲傷的比例之資訊，以時間序列傳送至資訊提供裝置460。此外，關於基於語音資訊的情緒分析處理，能適用既存技術。The sentiment analysis server 440 obtains a call start time point by receiving a call start notification obtained from the call recording server 410. Then, the sentiment analysis server 440 transmits a voice transmission request to the call recording server 410, and this voice transmission request is the same as the call start notification and targets the voice information of the customer. Then, the sentiment analysis server 440 analyzes the sentiment of the customer in a time series based on the voice information of the customer reply from the call recording server 410, for example, it will indicate that each check-in staff (in other words, the ID of the check-in staff) responds The information about the proportions of the clients' calmness, anger, joy, and sadness is transmitted to the information providing device 460 in a time series. In addition, as for emotion analysis processing based on voice information, existing technologies can be applied.
代理器狀態管理伺服器450，以IP封包的形式，經由網路設備320接收各多功能IP電話機的代理器狀態及值機人員的ID。代理器狀態管理伺服器450，將每個值機人員的ID的代理器狀態，以時間序列儲存在內部的代理器狀態記憶裝置，且同時管理例如：本日的總通話件數、進線（inbound）通話的件數及外撥（outbound）通話的件數；以及每個時間帶的通話件數、接聽通話的件數及撥出通話的件數等。再者，若值機人員的代理器狀態有變化，則代理器狀態管理伺服器450將變更後的代理器狀態與值機人員的ID一起傳送至資訊提供裝置460。並且，代理器狀態管理伺服器450回應來自資訊提供裝置460的要求，並傳送所指定之值機人員的業務內容（本日的總通話件數等）。The agent status management server 450 receives the agent status of each multi-function IP phone and the ID of the check-in staff via the network device 320 in the form of an IP packet. The agent status management server 450 stores the agent status of the ID of each check-in agent in a time series in the internal agent status memory device, and simultaneously manages, for example, the total number of calls today, inbound ) The number of calls and the number of outbound calls; the number of calls in each time zone, the number of calls received, and the number of outgoing calls. Furthermore, if the agent status of the check-in personnel changes, the agent status management server 450 transmits the changed agent status to the information providing device 460 together with the ID of the check-in personnel. In addition, the agent status management server 450 responds to the request from the information providing device 460 and transmits the business content of the designated check-in staff (total number of calls today, etc.).
IM網500亦又為例如客服中心所構築之通訊網路的一部分。IM網500包含：構成各值機人員桌上設備3101～310N的個人電腦以及資訊提供裝置460。在各個人電腦與資訊提供裝置460中，安裝有周知的IM用戶端，而變得能將簡單的訊息透過IM網500相互即時地進行傳送接收。The IM network 500 is also part of a communication network constructed by, for example, a customer service center. The IM network 500 includes a personal computer and an information providing device 460 constituting the desk devices 3101 to 310N of each check-in staff. A well-known IM client is installed in each personal computer and the information providing device 460, and it becomes possible to transmit and receive simple messages to each other in real time through the IM network 500.
＜3.資訊提供裝置的構成＞ 資訊提供裝置460為電腦裝置，如圖2所示，大致上具備：操作輸入設備461、通訊裝置463、記憶裝置465、控制裝置467、顯示裝置469以及語音輸出裝置4611。通訊裝置463、記憶裝置465及控制裝置467亦可被收納在相同外殼中。<3. Configuration of Information Providing Device> The information providing device 460 is a computer device, and as shown in FIG. 2, it is roughly provided with an operation input device 461, a communication device 463, a memory device 465, a control device 467, a display device 469, and a voice output. Device 4611. The communication device 463, the memory device 465, and the control device 467 can also be housed in the same casing.
操作輸入設備461，例如為滑鼠及鍵盤，以有線或無線連接控制裝置467。操作輸入設備461將由使用者（典型而言為SV）的手指所導致之操作轉換成特定的電信號（以下稱作操作信號），並輸出至控制裝置467。於本揭示中，滑鼠將在顯示裝置469的畫面中之游標的位置信號作為操作信號的一例而輸出。並且，鍵盤將表示使用者所操作之按鍵的信號作為操作信號的其他例而輸出。The operation input device 461 is, for example, a mouse and a keyboard, and the control device 467 is wired or wirelessly connected. The operation input device 461 converts an operation caused by a finger of a user (typically SV) into a specific electric signal (hereinafter referred to as an operation signal), and outputs it to the control device 467. In the present disclosure, the mouse outputs the position signal of the cursor on the screen of the display device 469 as an example of the operation signal. The keyboard outputs a signal indicating a key operated by the user as another example of the operation signal.
在控制裝置467的控制下，通訊裝置463接收：來自通話錄音伺服器410的語音資訊、來自語音辨識伺服器430的文字資訊、來自代理器狀態管理伺服器450的代理器狀態以及來自各值機人員桌上設備3101～310N的即時訊息。Under the control of the control device 467, the communication device 463 receives: voice information from the call recording server 410, text information from the voice recognition server 430, agent status from the agent status management server 450, and from various check-in machines Instant messaging of personnel desk devices 3101 ～ 310N.
在控制裝置467的控制下，通訊裝置463傳送：對於通話錄音伺服器410之規定的語音資訊的傳送要求以及對於語音辨識伺服器430之規定的文字資訊的傳送要求。Under the control of the control device 467, the communication device 463 transmits: a transmission request for the specified voice information for the call recording server 410 and a transmission request for the specified text information for the speech recognition server 430.
為了控制裝置467生成影像，記憶裝置465儲存必要的各種物件。In order to control the device 467 to generate an image, the memory device 465 stores various necessary objects.
控制裝置467包含執行預先儲存之程式的微電腦等，並以使用者可容易地把握客服中心之多名值機人員的業務狀況以及部分值機人員的詳細業務狀況之方式，生成如下述般的影像。此影像係以所指定的放大率表現客服中心之值機人員的座位佈局。並且，於此影像中，以規定數量的物件群組表現各值機人員的業務狀況，且使用同物件群組構成各座位。The control device 467 includes a microcomputer that executes a program stored in advance, and generates the following image in such a way that the user can easily grasp the business status of multiple check-in staff in the customer service center and the detailed business status of some check-in staff. . This image represents the seat layout of the check-in staff of the customer service center at the specified magnification. Moreover, in this image, the business status of each check-in staff is represented by a predetermined number of object groups, and each seat is formed using the same object group.
＜4.藉由控制裝置467所生成之影像＞ 於本揭示中，例示性地定義4層級的放大率。具體而言，層級1被分配為最小的放大率，且於層級1中構成各座位的物件數最少。層級2被分配為第二小的放大率，且於層級2中構成各座位的物件數為第二少。之後，層級變得愈高，放大率變得愈大，且構成各座位的物件數愈增加。於本揭示中，層級4為最高層級。<4. Image generated by the control device 467> In this disclosure, four levels of magnification are defined by way of example. Specifically, level 1 is assigned the smallest magnification, and the number of objects constituting each seat in level 1 is the smallest. Tier 2 is assigned the second smallest magnification, and the number of objects constituting each seat in Tier 2 is the second smallest. After that, the higher the level becomes, the larger the magnification becomes, and the number of objects constituting each seat increases. In this disclosure, level 4 is the highest level.
並且，各層級的影像至少由第一層及第二層構成。在第一層中，主要是以規定數量的物件群組配置多個座位。在第一層中，另外亦配置使用者指定放大率用的浮動塊等GUI。在第一層中，更另外亦配置用於使座位佈局的顯示區域移動的捲軸等GUI。另外，座位佈局的顯示區域亦可設定為能藉由滑鼠的拖曳而移動。In addition, the images of each hierarchy are composed of at least a first layer and a second layer. In the first floor, a plurality of seats are mainly arranged with a predetermined number of object groups. In the first layer, a GUI such as a slider for specifying magnification is also provided. On the first floor, a GUI such as a scroll for moving the display area of the seat layout is also provided. In addition, the display area of the seat layout can also be set to be movable by dragging with a mouse.
在第二層中，配置彈出影像或界面工具集影像（詳細內容於後敘述）。In the second layer, configure the pop-up image or the interface tool set image (details will be described later).
接著，參照圖3A，說明由控制裝置467所生成之層級1的影像的構成例。 在圖3A中，層級1的影像ILV1係以最小的放大率表現客服中心之座位佈局。藉此，層級1的影像ILV1表現位於客服中心之全部座位（例如N個座位）ST1～STN。另外，層級1的影像ILV1亦可表現在客服中心中一人的SV所管理之全部座位。並且，如由上述所明確，在影像ILV1的外緣中亦合成浮動塊SL。此外，在圖3A中，因描繪彈出影像IPU及界面工具集影像IWG被配置在第二層的樣子，故部分的座位ST被隱藏在彈出影像IPU及界面工具集影像IWG的背後。Next, with reference to FIG. 3A, a configuration example of a video of level 1 generated by the control device 467 will be described. In FIG. 3A, the image ILV1 of the level 1 represents the seat layout of the customer service center with the smallest magnification. With this, the image ILV1 of the level 1 represents all the seats (for example, N seats) ST1 to STN located in the customer service center. In addition, level 1 image ILV1 can also be displayed in all seats managed by one person's SV in the customer service center. As is clear from the above, the slider SL is also synthesized on the outer edge of the image ILV1. In addition, in FIG. 3A, since the pop-up image IPU and the interface tool set image IWG are arranged on the second floor, part of the seat ST is hidden behind the pop-up image IPU and the interface tool set image IWG.
並且，在影像ILV1中，如圖3B所示，各座位ST1～STN基本上由包含三個物件OBJ1～OBJ3的第一物件群組GLV1所構成。Further, in the image ILV1, as shown in FIG. 3B, each seat ST1 ~ STN group consisting essentially of a first article comprising the three objects OBJ1 ~ OBJ3 GLV1 formed.
物件OBJ1為表現位於目標座位STi（i為1～N的任一者）的值機人員的圖符。The object OBJ1 is an icon representing a check-in person located at the target seat STi (i is any of 1 to N).
物件OBJ2，例如表示目標座位STi的多功能IP電話機是否在通話中。於圖3A中，物件OBJ2表示受話器被拿起的樣子，表示多功能IP電話機為通話中。若是在表示受話器被放下的樣子之情形中，物件OBJ2表示多功能IP電話機不在通話中。物件OBJ2除了表現多功能IP電話機是否在通話中以外，亦可表現值機人員的其他狀態（參照表2）。The object OBJ2 indicates, for example, whether the multifunctional IP telephone set of the target seat STi is in a call. In FIG. 3A, the object OBJ2 indicates that the receiver is picked up, and indicates that the multifunctional IP telephone is in a call. In the case where the receiver is put down, the object OBJ2 indicates that the multifunctional IP telephone is not in a call. The object OBJ2 can express other states of the check-in personnel besides whether the multi-function IP telephone is in a call (see Table 2).
物件OBJ3為使用者能藉由滑鼠而指定的圖符（於本揭示中，為大頭針的圖符）。若指定此圖符，則控制裝置467生成界面工具集影像IWG，此界面工具集影像IWG表示目標座位STi的值機人員的詳細業務內容，並將此界面工具集影像IWG配置於第二層的規定位置。The object OBJ3 is an icon (in this disclosure, a pin icon) that a user can specify with a mouse. If this icon is specified, the control device 467 generates an interface tool set image IWG. This interface tool set image IWG represents the detailed business content of the check-in staff of the target seat STi , and configures this interface tool set image IWG on the second layer. The prescribed position.
各座位ST1～STN亦可在物件OBJ1上追加重疊配置物件OBJ4。物件OBJ4表示例如來自SV的即時訊息數及其等之未讀／已讀。即時訊息數以數字表現。未讀／已讀以不同的顏色表現。Each of the seats ST1 to STN may further add an object OBJ4 to the object OBJ1. The object OBJ4 indicates, for example, the number of instant messages from the SV and their unread / read. The number of instant messages is expressed numerically. Unread / read are shown in different colors.
接下來，說明由控制裝置467所生成之層級2的影像。 圖式中雖未揭示，但層級2的影像係以第二小的放大率表現客服中心之座位佈局。因此，在層級2的影像中，位於客服中心之全部座位或一人的SV所管理之全部座位有時會無法收進單一畫面。在此情形中，前述的捲軸被配置在層級2的影像的周圍邊緣。藉由操作此捲軸，變得能使全部座位顯示。此點亦同樣地適用在層級3、4的影像。Next, an image of level 2 generated by the control device 467 will be described. Although not shown in the figure, the image of level 2 represents the seat layout of the customer service center with the second smallest magnification. Therefore, in the image of level 2, all the seats in the customer service center or all the seats managed by one person's SV may not be able to collect a single screen. In this case, the aforementioned scroll is arranged at the peripheral edge of the image of level 2. By operating this scroll, it becomes possible to display all seats. The same applies to the images of levels 3 and 4.
並且，在層級2的影像中，因能顯示得比層級1更大，故各座位ST1～STN能配置較多的物件，如圖3C～圖3E所示，各座位ST1～STN係由前述物件OBJ1～OBJ4再加上物件OBJ5～物件OBJ11而成之第二物件群組GLV2所構成。此外，在圖3C～3E中，為了方便而未表示物件OBJ4。In addition, since the image of level 2 can be displayed larger than that of level 1, each seat ST1 to STN can be arranged with a larger number of objects. As shown in FIGS. 3C to 3E, each seat ST1 to STN The second object group GLV2 is composed of the aforementioned objects OBJ1 to OBJ4 and objects OBJ5 to OBJ11. In addition, in FIGS. 3C to 3E, the object OBJ4 is not shown for convenience.
物件OBJ5～OBJ7亦能用於表示物件OBJ2在通話中之情形。Objects OBJ5 to OBJ7 can also be used to indicate the situation of object OBJ2 during a call.
尤其，物件OBJ5表示通話時間。In particular, the object OBJ5 indicates the talk time.
並且，物件OBJ6表示現在的通話為進線電話（inbound call）或外撥電話（outbound call）。於圖3C的例子中，物件OBJ6表示進線電話。In addition, the object OBJ6 indicates that the current call is an inbound call or an outbound call. In the example of FIG. 3C, the object OBJ6 represents an incoming call.
並且，物件OBJ7表示目標值機人員為現在外線通話中或內線通話中。於圖3C的例子中，第7物件OBJ7表示外線通話。In addition, the object OBJ7 indicates that the target check-in person is currently in an outside call or an inside call. In the example of FIG. 3C, the seventh object OBJ7 indicates an outside call.
並且，物件OBJ8表示目標值機人員的姓名及所屬單位。The object OBJ8 indicates the name and affiliation of the target check-in person.
並且，物件OBJ9表示目標值機人員現在的通話對象的電話號碼。In addition, the object OBJ9 indicates the telephone number of the current call target of the target check-in person.
並且，如圖3D所示，物件OBJ10為表現從通話開始起例如經過10分鐘以上的警示。於本揭示中，若從通話開始起經過10分鐘以上，則使用物件OBJ10取代物件OBJ9。Furthermore, as shown in FIG. 3D, the object OBJ10 is a warning indicating that, for example, more than 10 minutes have elapsed from the start of the call. In the present disclosure, if more than 10 minutes have elapsed from the start of the call, the object OBJ10 is used instead of the object OBJ9.
並且，如圖3E所示，物件OBJ11表現目標值機人員按下呼叫按鈕（亦即，求助）。於本揭示中，物件OBJ11有二種。一種為在三角印的內部具有驚嘆號的圖符，被使用以取代物件OBJ2，另一種為在所謂「極緊急」的文字上表示從按下呼叫按鈕起的經過時間之圖符，被使用以取代物件OBJ9。此外，若SV對求助進行應對，則在物件OBJ11的另一側邊顯示核取標記（check mark）。And, as shown in FIG. 3E, the object OBJ11 represents that the target check-in person presses the call button (ie, asks for help). In this disclosure, there are two types of objects OBJ11. One is an icon with an exclamation mark inside the triangle, which is used to replace the object OBJ2, and the other is an icon that indicates the elapsed time from the time the call button is pressed on the so-called "extremely urgent" text, and is used instead Object OBJ9. In addition, if the SV responds to help, a check mark is displayed on the other side of the object OBJ11.
此外，在值機人員不在通話中之情形，不使用物件OBJ5～OBJ10（但是，物件OBJ8除外）。In addition, objects OBJ5 to OBJ10 are not used when the check-in personnel are not in a call (except for object OBJ8).
接下來，說明由控制裝置467所生成之層級3的影像。 圖式中雖未揭示，但層級3的影像係以第三小的放大率表現座位佈局。Next, an image of level 3 generated by the control device 467 will be described. Although not shown in the figure, the image of level 3 represents the seating layout at the third smallest magnification.
並且，在層級3的影像中，因能顯示得比層級2更大，故各座位ST1～STN能配置更多的物件，如圖3F所示，各座位ST1～STN係由前述物件OBJ1～OBJ11以及在通話中的情形中再加上物件OBJ12～OBJ14而成之第三物件群組GLV3所構成。In addition, in the image of level 3, since it can be displayed larger than level 2, each seat ST1 to STN can be arranged with more objects, as shown in FIG. 3F, each of the seats ST1 to STN is based on the foregoing. Objects OBJ1 to OBJ11 and a third object group GLV3 formed by adding objects OBJ12 to OBJ14 during a call.
物件OBJ12表示未讀的即時訊息數。於本揭示中，在具有未讀的即時訊息之情形中，使用物件OBJ12取代物件OBJ1。The object OBJ12 indicates the number of unread instant messages. In the present disclosure, in the case of an unread instant message, the object OBJ12 is used instead of the object OBJ1.
物件OBJ13為在目標值機人員現在應對中的客戶正在生氣之情形所顯示的警示。此外，除了生氣以外，物件OBJ13亦可為在客戶表示其他情緒之數値超過規定閾値之情形所顯示的警示。The object OBJ13 is a warning displayed when the target check-in staff is currently responding to the customer being angry. In addition, in addition to being angry, the object OBJ13 can also be a warning displayed when the number of other emotions expressed by the customer exceeds a predetermined threshold.
物件OBJ14為表示目標值機人員的客戶應對的開始時刻（通話開始時刻）的警示。The object OBJ14 is a warning indicating the start time (call start time) of the response of the customer of the target check-in person.
並且，在層級3的影像中，於不在通話中之情形，各座位ST1～STN如圖3G所示，作為第三物件群組GLV3，係由前述物件OBJ1～OBJ3、OBJ5、OBJ8再加上物件OBJ15～OBJ17而成之第三物件群組GLV3所構成。Moreover, in the image of level 3, when not in a call, each seat ST1 to STN is shown in FIG. 3G. As the third object group GLV3, the objects OBJ1 to OBJ3, OBJ5, and OBJ8 are added together. The third object group GLV3 is made up of objects OBJ15 to OBJ17.
物件OBJ15、OBJ16、OBJ17為目標值機人員的本日通話總數、進線的通話件數及外撥的通話件數。Objects OBJ15, OBJ16, and OBJ17 are the total number of calls made by the target check-in staff today, the number of incoming calls, and the number of outgoing calls.
接下來，說明由控制裝置467所生成之層級4的影像。 圖式中雖未揭示，但層級4的影像係以最大的放大率表現座位佈局。Next, an image of level 4 generated by the control device 467 will be described. Although not shown in the figure, the image of level 4 represents the seat layout at the maximum magnification.
於層級4的影像中，因能顯示得比層級3更大，故各座位ST1～STN變得能配置更多的物件。因此，如圖3H所示，各座位ST1～STN係由前述物件OBJ1～OBJ14以及在通話中之情形中再加上物件OBJ18～OBJ19而成之第四物件群組GLV4所構成。In the image of level 4, since it can be displayed larger than that of level 3, each of the seats ST1 to STN can arrange more objects. Thus, as shown in FIG. 3H, each seat ST1 ~ STN based OBJ1 ~ OBJ14 and coupled by the call of the object in case the object fourth object OBJ18 ~ OBJ19 from the group consisting GLV4.
為了在以後可檢索，物件OBJ18表示標記，此標記附在表示與客戶的應對內容之對話的語音資訊或文字資訊。In order to be searchable later, the object OBJ18 indicates a tag, and the tag is attached to voice information or text information indicating a dialogue with the customer about the content.
物件OBJ19以條形圖等表示應對中的客戶之平靜、生氣、愉悅及悲傷的比例。The object OBJ19 shows the proportion of calmness, anger, joy, and sadness of the customer in response with a bar chart.
並且，使用者能藉由滑鼠而指定物件OBJ19。若指定物件OBJ19，則變得以與下拉項目同樣的形式，打開能顯示最近數次份的語音辨識結果的欄位。In addition, the user can specify the object OBJ19 with a mouse. If the object OBJ19 is specified, it becomes the same form as the drop-down item, and the field that can display the speech recognition results of the most recent times is opened.
此外，若使用者藉由滑鼠經過或點選而指定在各層級的影像中之座位，則藉由控制裝置467而生成前述彈出影像IPU並配置在第二層上。於本揭示中，彈出影像IPU與在層級4中之第四物件群組GLV4為相同內容。若藉由滑鼠經過或點選而指定在各層級的影像中之座位的動作結束，則從第二層上刪除此彈出影像IPU。藉此，使用者能夠把握經滑鼠經過之座位STi的值機人員的詳細業務內容（參照圖3A）。In addition, if the user designates a seat in the image of each level by passing or clicking with the mouse, the control device 467 generates the aforementioned pop-up image IPU and arranges it on the second level. In this disclosure, the pop-up image IPU has the same content as the fourth object group GLV4 in level 4. If the action of specifying the seat in the image of each level is completed by mouse passing or clicking, the pop-up image IPU is deleted from the second layer. Thereby, the user can grasp the detailed business content of the check-in staff of the seat STi passing by the mouse (refer to FIG. 3A).
並且，藉由利用滑鼠指定在各層級的影像中之物件OBJ3，而藉由控制裝置467生成前述界面工具集影像IWG，並配置在第二層上（參照圖3A）。Furthermore, the object OBJ3 in the image of each level is designated by a mouse, and the aforementioned interface tool set image IWG is generated by the control device 467 and disposed on the second level (see FIG. 3A).
於本揭示中，界面工具集影像IWG能把握關於值機人員之最詳細的業務內容，在通話中之情形，如圖3I所示，界面工具集影像IWG係由物件OBJ1、OBJ2、OBJ8～OBJ14、OBJ18再加上物件OBJ20～OBJ24而成之物件群組GWG1所構成。此外，圖3I中未表示物件OBJ2、OBJ12。In this disclosure, the interface tool set image IWG can grasp the most detailed business content of the check-in personnel. During a call, as shown in Figure 3I, the interface tool set image IWG is composed of objects OBJ1, OBJ2, OBJ8 to OBJ14. , OBJ18 and the object group GWG1 formed by objects OBJ20 ～ OBJ24. The objects OBJ2 and OBJ12 are not shown in FIG. 3I.
雖在表示目標值機人員的現在通話對象的電話號碼之觀點上，物件OBJ20與物件OBJ9同樣，但若以滑鼠指定此物件OBJ20，則以與下拉項目表同樣的形式打開欄位，此欄位能以時間序列將值機人員之客戶應對的簡單流程顯示成圖形。於本揭示中，作為客戶應對的簡單流程，顯示有：客戶應對的開始時刻及其結束時刻、保留外線通話的開始時刻及其結束時刻以及內線通話的開始時刻及其結束時刻。於本揭示中，更亦顯示用於使目標外線通話或內線通話的語音資訊開始回放之按鈕。Although the object OBJ20 is the same as the object OBJ9 from the point of view of the phone number of the current call object of the target check-in person, if the object OBJ20 is designated by the mouse, the field is opened in the same form as the drop-down list. The simple process that the check-in customer responds to can be graphically displayed in time series. In this disclosure, as a simple flow of customer response, the start time and end time of customer response, the start time and end time of holding an outside call, and the start time and end time of internal call are shown. In this disclosure, a button for starting playback of the voice information of the target outside call or inside call is also displayed.
物件OBJ21表示偵測過濾、警示的履歷。若指定此物件OBJ21，則如圖3J所示，以與下拉項目表同樣的形式打開欄位，此欄位能以時間序列顯示偵測過濾、警示的詳細內容。於本揭示中，所謂偵測過濾的履歷，係指藉由語音辨識而從發話語音自動偵測到的標記文字列，或者經手工添加的標記文字列，所謂警示的履歷，係指過去所顯示之警示（物件OBJ10、OBJ13、OBJ14）。The object OBJ21 indicates the history of detection filtering and warning. If this object OBJ21 is specified, as shown in Figure 3J, the field is opened in the same form as the drop-down list. This field can display the details of detection filtering and warning in time series. In this disclosure, the so-called detection and filtering history refers to a marked text string that is automatically detected from the spoken voice by speech recognition, or a manually added marked text string. The so-called alert history refers to the past display Warning (objects OBJ10, OBJ13, OBJ14).
雖在以條形圖表示應對中的客戶之平靜、生氣、愉悅及悲傷的比例之觀點而言，物件OBJ22與物件OBJ19為同樣，但若以滑鼠指定此物件OBJ22，則如圖3J所示，以與下拉項目表同樣的形式打開欄位，此欄位能顯示表示與值機人員的交流之文字資訊。並且，若按下位於文字資訊旁邊的圖符按鈕，則變得能回放對應的錄音語音。由後述之圖4B的步驟S029～S033可清楚明確此控制。Although the object OBJ22 is the same as the object OBJ19 from the viewpoint of expressing the proportion of the client's calmness, anger, joy, and sorrow in a bar graph, if the object OBJ22 is designated by a mouse, it is shown in FIG. 3J , Open the field in the same form as the drop-down list, this field can display text information indicating the communication with the check-in staff. In addition, if the icon button next to the text information is pressed, the corresponding recorded voice can be played back. This control can be clearly defined from steps S029 to S033 of FIG. 4B described later.
物件OBJ23表示即時訊息。若以滑鼠指定此物件OBJ23，則如圖3J所示，以與下拉項目表同樣的形式，例如打開能顯示與SV之間的即時訊息交流之欄位。The object OBJ23 represents an instant message. If the object OBJ23 is specified with a mouse, as shown in FIG. 3J, in the same form as the drop-down list, for example, a field for displaying an instant message exchange with the SV is opened.
物件OBJ24為用於關閉本界面工具集影像IWG的按鈕。The object OBJ24 is a button for closing the IWG of the interface tool set image.
於不在通話中之情形，如圖3K所示，界面工具集影像IWG係由物件OBJ1、OBJ2、OBJ8、OBJ15～OBJ17、OBJ23、OBJ24再加上物件OBJ25而成之物件群組GWG2所構成。When not in a call, as shown in Figure 3K, the interface tool set image IWG is composed of an object group GWG2 composed of objects OBJ1, OBJ2, OBJ8, OBJ15 to OBJ17, OBJ23, OBJ24, and OBJ25.
物件OBJ25表示目標值機人員最近的工作狀況（通話中、待機、ACW、AUX等）等。具體而言，若以滑鼠指定此物件OBJ25，則以與下拉項目表為同樣的形式打開欄位，此欄位能顯示表示值機人員的工作狀況之條形圖與表示通話件數之長條圖等。The object OBJ25 indicates the recent work status of the target check-in person (in call, standby, ACW, AUX, etc.). Specifically, if the object OBJ25 is specified with a mouse, a field is opened in the same form as the drop-down list. This field can display a bar graph indicating the working status of the check-in staff and a length indicating the number of calls. Bar chart, etc.
＜5.控制裝置的動作＞ 首先，在記憶裝置465中，以已定義每種放大率層級所使用之物件的狀態，儲存全部物件。 並且，在記憶裝置465中登錄每個值機人員的ID的圖符。圖符較佳為依據值機人員的喜好選擇。<5. Operation of the control device> First, in the memory device 465, all the objects are stored in a state where the objects used for each magnification level have been defined. Then, the icon of the ID of each check-in person is registered in the memory device 465. The icon is preferably selected according to the preference of the check-in staff.
並且，做成表現客服中心的座位佈局之影像的基底。基底影像只要將座位（換言之，值機人員桌上設備3101～310N）的佈局以例如每個層級進行準備即可。各座位與值機人員桌上設備3101～310N的內線號碼或值機人員的ID相聯。並且，在各基底影像中，亦可配置表現門或觀葉植物等的物件。各基底影像亦被儲存在記憶裝置465。In addition, it is used as a base for the image representing the seat layout of the customer service center. The base image only needs to prepare the layout of the seats (in other words, check-in desk devices 3101 to 310N ) at, for example, each level. Each seat is associated with the extension number of the check-in desk devices 3101 to 310N or the ID of the check-in staff. In addition, an object representing a door, a foliage plant, or the like may be arranged in each base image. Each base image is also stored in the memory device 465.
若啟動資訊提供裝置460，則控制裝置467進行如圖4A、圖4B所示的處理。首先，控制裝置467針對放大率而確認現在的層級（圖4A的步驟S001）。現在的層級，例如可為如層級1般以預設所規定者，亦可為資訊提供裝置460在前次電源關閉前所設定的層級。When the information providing device 460 is activated, the control device 467 performs processing as shown in FIGS. 4A and 4B. First, the control device 467 confirms the current level for the magnification (step S001 in FIG. 4A). The current level may be, for example, a level specified by default as in level 1, or a level set by the information providing device 460 before the previous power off.
接著，控制裝置467從記憶裝置465讀取對應於現在的層級的基底影像（步驟S003），其後，經由通訊裝置463，從代理器狀態管理伺服器450，取得每個值機人員桌上設備3101～310N的登入狀況以及生成對應於現在的層級之影像所必要的代理器狀態，並記憶至記憶裝置465（步驟S005）。Next, the control device 467 reads the base image corresponding to the current level from the memory device 465 (step S003), and then acquires each check-in desk device from the agent state management server 450 via the communication device 463 The login statuses of 3101 to 310N and the agent status necessary to generate an image corresponding to the current hierarchy are stored in the storage device 465 (step S005).
若現在的層級為層級1，則在步驟S005中，作為必要資訊之一的代理器狀態，取得對應的多功能IP電話機是否在通話中。再者，控制裝置467從即時傳訊功能取得未讀訊息數。If the current level is level 1, then in step S005, as the status of the agent as one of the necessary information, it is obtained whether the corresponding multi-function IP telephone is in a call. Furthermore, the control device 467 obtains the number of unread messages from the instant messaging function.
若現在的層級為層級2，則除了層級1的代理器狀態以外，亦取得下述代理器狀態。 ・對應的多功能IP電話機的通話時間 ・呼叫的種類別（亦即，進線電話或外撥電話） ・通話的種類別（亦即，外線通話中或內線通話中） ・通話對象的電話號碼 ・通話開始時刻 ・有無按下呼叫按鈕If the current level is level 2, in addition to the status of the level 1 agent, the following status of the agent is also obtained.・ Talk time of the corresponding multi-function IP telephone ・ Type of call (that is, incoming call or outgoing call) ・ Type of call (that is, outside call or intercom call) ・ Phone number of the callee・ Call start time ・ Whether the call button was pressed
若現在的層級為層級3，則除了層級1、2的代理器狀態以外，亦取得下述代理器狀態。 ・通話總數 ・進線通話件數 ・外撥通話件數If the current level is level 3, in addition to the statuses of the levels 1 and 2, the following statuses of the agents are also obtained.・ Total number of calls ・ Number of incoming calls ・ Number of outgoing calls
若現在的層級為層級4，則取得層級1～3的代理器狀態。If the current level is level 4, the agent status of levels 1 to 3 is obtained.
並且，在現在的層級為層級4之情形中（在步驟S007選是），控制裝置467經由通訊裝置463，從通話錄音伺服器410或語音辨識伺服器430等，取得針對在各多功能IP電話機中之現在的客戶應對所賦與的標記（步驟S009）。在使用者操作操作輸入設備461並進行輸入之情形中，此標記能被記憶在記憶裝置465。在此情形中，控制裝置467亦能從記憶裝置465取得標記。In addition, in the case where the current level is level 4 (Yes in step S007), the control device 467 obtains the address for each multi-function IP phone from the call recording server 410 or the voice recognition server 430, etc. via the communication device 463. The current customer should respond to the assigned mark (step S009). In the case where the user operates and inputs the input device 461, this mark can be stored in the storage device 465. In this case, the control device 467 can also obtain the mark from the memory device 465.
在步驟S009之後，控制裝置467進一步經由通訊裝置463，從語音辨識伺服器430等取得文字資訊，此文字資訊表示針對在各多功能IP電話機中之現在的客戶應對之最近數次份的語音辨識結果（步驟S011）。After step S009, the control device 467 further obtains text information from the speech recognition server 430 and the like via the communication device 463. This text information indicates the most recent speech recognition for the current customers in each multi-function IP phone. The result (step S011).
在步驟S011之後，控制裝置467進一步經由通訊裝置463，從情緒分析伺服器440等取得表示各多功能IP電話機之通話對象的情緒之資訊（亦即，平靜、生氣、愉悅及悲傷的比例）（步驟S013）。After step S011, the control device 467 further obtains information (ie, the ratio of calmness, anger, joy, and sadness) indicating the emotion of the callee of each multi-function IP telephone from the emotion analysis server 440 and the like via the communication device 463 ( Step S013).
為了在步驟S007判斷為否之情形或在步驟S013結束後能生成現在的層級的影像，控制裝置467發揮作為第一資訊生成部或第二資訊生成部的功能，使用從代理器狀態管理伺服器450等所收集到的資訊，生成每個座位STi之如圖3B～圖3H之任一者所示的影像以作為第一影像或第二影像，並在配置在第一層後，顯示於顯示裝置469（步驟S015）。In order to generate a current-level image in the case of a negative determination in step S007 or after the completion of step S013, the control device 467 functions as a first information generation unit or a second information generation unit, and uses a slave status management server The information collected at 450 and the like generates an image as shown in any of FIGS. 3B to 3H for each seat STi as the first image or the second image, and is arranged on the first floor and displayed on the first floor. The display device 469 (step S015).
在步驟S015之後，控制裝置467在顯示裝置469正在顯示的影像中，判斷由操作輸入設備461所輸出之位置信號是否有選擇任意座位STi（步驟S017）。After step S015, the control device 467 determines whether the position signal output by the operation input device 461 has selected an arbitrary seat STi in the image being displayed by the display device 469 (step S017).
在步驟S017判斷為是之情形，控制裝置467發揮作為第三資訊生成部的功能，以與作成層級4的影像時同樣的手法，生成為第三影像的一例之彈出影像IPU（參照圖3H），並配置於現在的層級的影像中所選擇之座位STi周邊且第二層，顯示於顯示裝置469（步驟S019）。When it is determined as YES in step S017, the control device 467 functions as a third information generating unit, and generates a pop-up image IPU as an example of the third image in the same manner as when creating a level 4 image (see FIG. 3H) And placed on the periphery of the seat STi selected in the image of the current hierarchy on the second floor and displayed on the display device 469 (step S019).
在步驟S017判斷為否之情形或在步驟S019結束後，控制裝置467在顯示裝置469正在顯示的影像中，判斷由操作輸入設備461所輸出之位置信號是否有選擇任意座位STi中之物件OBJ3。亦即，控制裝置467判斷是否生成界面工具集影像IWG（圖4B的步驟S021）。In the case of a negative determination in step S017 or after the end of step S019, the control device 467 determines whether the position signal output by the operation input device 461 has selected the object OBJ3 in any seat STi among the images being displayed by the display device 469 . That is, the control device 467 determines whether the interface tool set image IWG is generated (step S021 in FIG. 4B).
在步驟S021判斷為是之情形，控制裝置467發揮作為第三資訊生成部的功能，以與作成各層級的影像時同樣的手法，在取得必要資訊（亦即，代理器狀態、警示）後，生成為第三影像的另一例之界面工具集影像IWG（參照圖3I、圖3K），並配置於現在的層級的影像中已預先規定的位置且第二層，顯示於顯示裝置469（步驟S023）。If it is determined as YES in step S021, the control device 467 functions as a third information generating unit, and obtains necessary information (that is, agent status, warning) in the same manner as when creating images of each level, The interface tool set image IWG (see FIG. 3I and FIG. 3K), which is generated as another example of the third image, is arranged at a predetermined position in the current level image and the second layer is displayed on the display device 469 (step S023) ).
在步驟S023結束後，控制裝置467判斷於正在顯示的界面工具集影像IWG中，物件OBJ20是否被點選（亦即，被選擇）。亦即，控制裝置467判斷是否顯示客戶應對的簡單流程（步驟S025）。After step S023 ends, the control device 467 determines whether the object OBJ20 is clicked (that is, selected) in the interface tool set image IWG being displayed. That is, the control device 467 determines whether or not a simple flow of customer response is displayed (step S025).
在步驟S025判斷為是之情形，控制裝置467發揮作為第三資訊生成部的功能，從代理器狀態管理伺服器450取得必要的代理器狀態，並於正在顯示的界面工具集影像IWG中打開欄位，此欄位以時間序列將目標多功能IP電話機中之值機人員的客戶應對的簡單流程顯示成圖形（步驟S027）。在此欄位中，如同前述，作為客戶應對的簡單流程，表示有：客戶應對的開始時刻及其結束時刻、保留外線通話的開始時刻及其結束時刻以及內線通話的開始時刻及其結束時刻。於本揭示中，亦進一步顯示用於使目標外線通話或內線通話的語音資訊開始回放的按鈕。If it is judged as YES in step S025, the control device 467 functions as a third information generating unit, obtains the necessary agent status from the agent status management server 450, and opens a column in the interface tool set image IWG being displayed. This field displays the simple process for the customer of the check-in staff in the target multi-function IP telephone in a time series as a graph (step S027). In this field, as mentioned above, as the simple process of customer response, it indicates the start time and end time of the customer response, the start time and end time of the hold outside call, and the start time and end time of the inside call. In the present disclosure, a button for starting playback of the voice information of the target external call or internal call is further displayed.
在步驟S025判斷為否之情形或在步驟S027結束後，控制裝置467判斷於正在顯示的物件OBJ20的欄位中之按鈕是否被操作輸入設備461點選（亦即，選擇）。換言之，控制裝置467判斷是否需要語音資訊的串流傳輸（streaming delivery）（步驟S029）。In the case of a negative determination in step S025 or after the end of step S027, the control device 467 determines whether the button in the field of the object OBJ20 being displayed is clicked (ie, selected) by the operation input device 461. In other words, the control device 467 determines whether streaming delivery of voice information is required (step S029).
在步驟S029判斷為是之情形，控制裝置467經由通訊裝置463，對通話錄音伺服器410指定客戶應對的開始時刻及內線號碼等，並要求在對應的多功能IP電話機中從開始時刻起之客戶應對的語音資訊的串流（步驟S031）。If it is judged as YES in step S029, the control device 467, via the communication device 463, specifies the start time and extension number of the customer to the call recording server 410, and requests the customer from the start time in the corresponding multifunctional IP phone Stream of corresponding audio information (step S031).
控制裝置467若經由通訊裝置463而接收語音資訊的串流，則發揮作為回放控制部的功能，使所接收的語音資訊以語音的形式從語音輸出裝置4611輸出（步驟S033）。When the control device 467 receives a stream of voice information via the communication device 463, it functions as a playback control unit and outputs the received voice information from the voice output device 4611 in the form of voice (step S033).
在步驟S029判斷為否之情形或在步驟S033結束後，控制裝置467判斷正在顯示的物件OBJ22是否被操作輸入設備461點選（亦即，選擇）。換言之，控制裝置467判斷是否需要顯示語音辨識結果（圖4C的步驟S035）。In the case of a negative determination in step S029 or after the end of step S033, the control device 467 determines whether the object OBJ22 being displayed is clicked (ie, selected) by the operation input device 461. In other words, the control device 467 determines whether it is necessary to display the speech recognition result (step S035 in FIG. 4C).
在步驟S035判斷為是之情形，控制裝置467經由通訊裝置463，對語音辨識伺服器430指定客戶應對的開始時刻及內線號碼等，並要求在對應的多功能IP電話機中從開始時刻起之客戶應對的文字資訊（步驟S037）。If it is judged as YES in step S035, the control device 467, via the communication device 463, specifies the start time and extension number of the customer response to the voice recognition server 430, and requests the customer from the start time in the corresponding multi-function IP phone. Corresponding text information (step S037).
控制裝置467若經由通訊裝置463而接收文字資訊，則發揮作為第三資訊生成部的功能，將所接收的文字資訊追加至第三影像以及作為一例之界面工具集影像IWG的指定欄位，使其顯示於顯示裝置469（步驟S039）。此外，於步驟S035～S039中，控制裝置467不僅接收文字資訊，亦可接收對應的客戶應對的語音資訊。在此情形，若按下設置於各文字資訊旁邊的圖符按鈕，則能回放對應的錄音語音。When the control device 467 receives the text information via the communication device 463, it functions as a third information generating unit, and adds the received text information to the third image and a designated field of the interface tool set image IWG as an example. This is displayed on the display device 469 (step S039). In addition, in steps S035 to S039, the control device 467 receives not only text information, but also voice information corresponding to the response of the customer. In this case, if the icon button next to each text message is pressed, the corresponding recorded voice can be played back.
另外，於正在顯示的物件OBJ21、OBJ23、OBJ25被點選之情形中，控制裝置467亦可以時間序列顯示偵測過濾、警示的詳細內容，亦可顯示與SV之間的即時訊息交流，亦可顯示目標值機人員最近的工作狀況等。In addition, in the case where the objects OBJ21, OBJ23, and OBJ25 that are being displayed are selected, the control device 467 can also display the details of the detection filtering, the warning in time series, and the real-time communication with the SV. Shows the latest work status of the target check-in staff.
在步驟S021判斷為否之情形、步驟S035判斷為否之情形或步驟S039結束後，控制裝置467從現在的層級的影像中之浮動塊SL的操作量，判定放大率的層級是否被使用者變更（步驟S041）。In the case of a negative determination in step S021, a negative determination in step S035, or after the end of step S039, the control device 467 determines whether the level of the magnification has been changed by the user from the operation amount of the slider SL in the current level image. (Step S041).
在步驟S041判斷為否之情形，直接利用前次的層級重複步驟S003之後的處理，但在步驟S041判斷為是之情形，則在記憶變更後的層級後（步驟S043），基於變更後的層級重複步驟S003之後的處理。In the case of a negative determination in step S041, the process after step S003 is directly repeated using the previous level, but in the case of a positive determination in step S041, after the changed level is memorized (step S043), based on the changed level The processing after step S003 is repeated.
＜6.資訊提供裝置的作用、效果＞ 如同上述，本資訊提供裝置460所生成之影像，以指定的放大率表現客服中心之值機人員的座位佈局。並且，於此影像中，以規定數量的物件群組表現各值機人員的業務狀況，且同時使用同物件群組構成各座位。於此，放大率愈大，使用愈多數的物件表現座位，因此若使用者（典型而言為SV）將放大率設定為小，則可俯瞰多名值機人員的業務狀況，相對於此，若將放大率設定為大，則使用者能辨識部分值機人員的詳細業務狀況。<6. Functions and effects of the information providing device> As mentioned above, the image generated by the information providing device 460 represents the seat layout of the check-in staff of the customer service center at a specified magnification. Moreover, in this image, the business status of each check-in staff is represented by a specified number of object groups, and each seat is formed using the same object group at the same time. Here, the larger the magnification, the more objects are used to represent the seat, so if the user (typically SV) sets the magnification to small, you can overlook the business status of multiple check-in personnel. In contrast, If the magnification is set to large, users can identify the detailed business conditions of some check-in personnel.
＜7.附註＞ 於上述揭示中，在通話管理網400中，以物理性獨立裝置之形式，說明通話錄音伺服器410、通話管理伺服器420、語音辨識伺服器430、情緒分析伺服器440、代理器狀態管理伺服器450及資訊提供裝置460。但是不限於此，通話錄音伺服器410、通話管理伺服器420、語音辨識伺服器430、情緒分析伺服器440及代理器狀態管理伺服器450之至少一者，亦可組入資訊提供裝置460。並且，通話錄音伺服器410、通話管理伺服器420、語音辨識伺服器430、情緒分析伺服器440及代理器狀態管理伺服器450之至少一者，亦可組入其他者。<7. Note> In the above disclosure, in the call management network 400, the call recording server 410, the call management server 420, the speech recognition server 430, the emotion analysis server 440, and the like are described as physical independent devices. The agent status management server 450 and the information providing device 460. But not limited to this, at least one of the call recording server 410, the call management server 420, the speech recognition server 430, the emotion analysis server 440, and the agent status management server 450 may also be incorporated into the information providing device 460. In addition, at least one of the call recording server 410, the call management server 420, the speech recognition server 430, the emotion analysis server 440, and the agent state management server 450 may be incorporated into the other.
並且，於上述揭示中，放大率的層級設定係藉由使用者操作操作輸入設備461而進行。但是不限於此，放大率的層級設定亦可自動進行。 [產業上的可利用性]Moreover, in the above disclosure, the hierarchical setting of the magnification is performed by the user operating the input device 461. However, it is not limited to this, and the level setting of the magnification may be performed automatically. [Industrial availability]
本揭示之資訊提供裝置能提供使用者能辨識多名值機人員的業務狀況與部分值機人員的詳細業務狀況之資訊提供裝置，且能設置在客服中心等。The information providing device disclosed in this disclosure can provide users with an information providing device that can identify the business status of multiple check-in personnel and the detailed business status of some check-in personnel, and can be set in a customer service center.
460‧‧‧資訊提供裝置460‧‧‧ Information Feed Device
461‧‧‧操作輸入設備461‧‧‧operation input device
463‧‧‧通訊裝置463‧‧‧Communication device
465‧‧‧記憶裝置465‧‧‧Memory device
467‧‧‧控制裝置467‧‧‧Control device
469‧‧‧顯示裝置469‧‧‧display device
4611‧‧‧語音輸出裝置4611‧‧‧Voice output device
圖1係表示具備本揭示之資訊提供裝置的客服中心系統的構成例之圖； 圖2係表示圖1的資訊提供裝置的詳細構成之圖； 圖3A係表示層級（level）1的影像之示意圖； 圖3B係表示在層級1的影像能使用之第一物件群組之示意圖； 圖3C係表示在層級2的影像能使用之第二物件群組的第一例之示意圖； 圖3D係表示在層級2的影像能使用之第二物件群組的第二例之示意圖； 圖3E係表示在層級2的影像能使用之第二物件群組的第三例之示意圖； 圖3F係表示在層級3的影像能使用之第三物件群組的第一例之示意圖； 圖3G係表示在層級3的影像能使用之第三物件群組的第二例之示意圖； 圖3H係表示在層級4的影像能使用之第三物件群組的第二例之示意圖； 圖3I係例示在界面工具集影像（通話中）能使用之物件群組之示意圖； 圖3J係表示在指定圖3I的規定物件時所打開的欄位之示意圖； 圖3K係例示在界面工具集影像（在通話中無）能使用之物件群組之示意圖； 圖4A係表示控制裝置之動作的第一部分之流程圖）； 圖4B係表示控制裝置之動作的第二部分之流程圖；及 圖4C係表示控制裝置之動作的第三部分之流程圖。FIG. 1 is a diagram showing a configuration example of a customer service center system provided with the information providing device of the present disclosure; FIG. 2 is a diagram showing a detailed configuration of the information providing device of FIG. 1; FIG. 3A is a schematic diagram showing a level 1 image Figure 3B is a schematic diagram showing the first object group that can be used for the image at level 1; Figure 3C is a schematic diagram showing the first example of the second object group that can be used for the image at level 2; Figure 3D is shown at A schematic diagram of the second example of the second object group that can be used for the image of level 2; FIG. 3E is a schematic diagram of the third example of the second object group that can be used for the image of level 2; Schematic diagram of the first example of the third object group that can be used for the image; Figure 3G is a schematic diagram of the second example of the third object group that can be used for the image at level 3; A schematic diagram of the second example of the third object group that can be used; FIG. 3I is a schematic diagram illustrating an object group that can be used in the interface tool set image (during a call); FIG. Illustration of open fields Intent; Figure 3K is a schematic diagram illustrating a group of objects that can be used in the interface tool set image (not in a call); Figure 4A is a flowchart showing the first part of the operation of the control device; The second part is a flowchart; and FIG. 4C is a third part of the flowchart showing the operation of the control device.
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| PCT/JP2018/009958WO2019176010A1 (en) | 2018-03-14 | 2018-03-14 | Information providing device |
| ??PCT/JP2018/009958 | 2018-03-14 |
| Publication Number | Publication Date |
|---|---|
| TW201939935Atrue TW201939935A (en) | 2019-10-01 |
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| TW107112720ATW201939935A (en) | 2018-03-14 | 2018-04-13 | Information providing device |
| Country | Link |
|---|---|
| KR (1) | KR20200120708A (en) |
| CN (1) | CN111448577A (en) |
| SG (1) | SG11202005462XA (en) |
| TW (1) | TW201939935A (en) |
| WO (1) | WO2019176010A1 (en) |
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| JP2021158413A (en)* | 2020-03-25 | 2021-10-07 | 株式会社日立情報通信エンジニアリング | Call center system and call center management method |
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| Publication number | Publication date |
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| KR20200120708A (en) | 2020-10-21 |
| CN111448577A (en) | 2020-07-24 |
| WO2019176010A1 (en) | 2019-09-19 |
| SG11202005462XA (en) | 2020-07-29 |
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