KR102151430B1 - Computing device for executing smart contact center service - Google Patents

Abstract

A computing device for performing a smart contact center service is disclosed. In the computing device according to the disclosed embodiment, an application for counseling work is installed, a user authentication module that transmits log-related information of the counselor to a management server, and a work pledge when the counselor's counseling work application is accessed on the screen, and the counselor It includes a security management module that receives the signature for the work pledge from

Description

Computing device for performing smart contact center service {COMPUTING DEVICE FOR EXECUTING SMART CONTACT CENTER SERVICE}

Embodiments of the present invention relate to smart contact center technology.

In general, many institutions such as financial institutions and public institutions operate contact centers to facilitate customer convenience. Existing contact centers are operated in such a way that a number of counselors gather in an office space provided by the agency to receive counseling calls from customers. However, in the existing contact center, since a large number of counselors gather in a limited space for counseling, the working environment is poor, and there is a hassle of having to commute to the work site for each counselor. In addition, the importance of the working environment of the contact center is being emphasized due to the recent emotional labor issue.

Korean Patent Publication No. 10-2017-0057750 (2017.05.25)

An embodiment of the present invention is to provide a smart contact center service system capable of monitoring an external counselor.

The computing device according to the disclosed embodiment includes one or more processors, and a memory for storing one or more programs executed by the one or more processors, and as a computing device for a smart contact center service, an application for consultation business A user authentication module that is installed and transmits log-related information of the corresponding counselor to the management server; And a security management module that displays a work pledge on a screen when the counselor approaches the counseling work application, and receives a signature for the work pledge from the counselor.

The computing device is a computing device for counseling work of a counselor working at home, and the work pledge includes at least one of items of prohibition of unauthorized leaving the counseling space, prohibition of leakage of confidential information, and compensation for damages in case of information leakage, and the security The management module may switch the mode of the counseling work application from the locked mode to the normal mode upon completion of the signing of the work pledge.

The computing device may further include an alarm management module that generates an alarm by receiving at least one of an alarm signal related to a working attitude and an alarm signal related to an abnormal consultation situation from an external device.

The alarm management module generates an abnormal consultation situation alarm with respect to the abnormal consultation situation related signal, and the abnormal consultation situation alarm is provided to be terminated by the counselor, and the user authentication module includes the abnormal consultation situation alarm. If not terminated for a set period of time, the counselor may be forcibly logged out and forced logout information may be transmitted to the management server.

A computing device according to another disclosed embodiment includes one or more processors, and a memory for storing one or more programs executed by the one or more processors, and as a computing device for a smart contact center service, an independent consultation space A communication module for receiving a counselor status information, log-related information, and a counseling space shot image of a corresponding counselor from a counselor terminal installed in the counselor; A counselor status checking module that checks a state of abnormal work attitude of the counselor based on one or more of the counselor state information, the log-related information, and the image taken in the counseling space; And an abnormal counseling condition checking module acquiring a voice recording file between the customer terminal and the counselor terminal, and checking whether an abnormal counseling situation exists based on at least one of the voice recording file and the counseling space captured image.

The counselor status check module may determine that the counselor is in an abnormal working attitude state when log-in and log-out are repeated more than a preset number of times during a preset working time of the counselor.

When the counselor status check module receives forced logout information from the counselor terminal, if log-in information is not received within a preset time, the counselor may determine that the counselor is in a working attitude abnormal state.

The counselor status check module compares the counselor state information received from the counselor terminal with the preset work scheduling information of the counselor or the counselor state according to an analysis result of the counseling space photographed image, and if they do not match, the counselor works. It can be determined that the attitude is abnormal.

The abnormal consultation status checking module analyzes the voice recording file to extract a customer voice section and a counselor voice section, and checks whether there is a voice of a predetermined level or higher in at least one of the customer voice section and the counselor voice section, and If there is a voice above a preset level, it may be determined that there is an abnormal counseling situation.

The abnormal consultation status checking module analyzes the voice recording file to extract the customer voice section and the counselor voice section, and the customer voice section lasts for a preset time or longer in the voice recording file, or the counselor voice section is a preset time. If there is no abnormality, it can be determined that there is an abnormal counseling situation.

The abnormal counseling situation checking module may determine that the abnormal counseling situation is an abnormal counseling situation when the ambient noise is equal to or greater than a preset noise level by analyzing the image taken in the counseling space.

The computing device may further include a counselor evaluation module for performing work evaluation based on one or more of the log-related information, the work attitude abnormal state, and the abnormal counseling situation for the counselor.

The counselor evaluation module, based on the log-related information, counts the number of repetitions of log-in and log-out and the number of forced log-outs during the working hours of the counselor, and the number of times of the working attitude abnormal state and the number of occurrences of the abnormal counseling situation. Count, and perform a work evaluation for the counselor based on one or more of the number of repetitions of log-in and log-out during the working hours, the number of forced log-outs, the number of times of the working attitude abnormal state, and the number of occurrences of the abnormal counseling situation. I can.

A computing device according to another disclosed embodiment includes one or more processors, and a memory for storing one or more programs executed by the one or more processors, as a computing device for a smart contact center service, comprising: an independent space Includes a counselor monitoring module that configures a monitoring screen for managers to monitor counselors who conduct counseling in, and the counselor monitoring module includes calls, breaks, post-processing, waiting, two seats, meals, log in, and log out. Among the counselor state information including at least one of, the counselor state information of each counselor is displayed on the screen.

The counselor monitoring module may display a notification of the abnormal work attitude on the screen when the corresponding counselor is in a working attitude abnormal state as a result of comparing the counselor status information with the preset work scheduling information of the corresponding counselor.

The counselor monitoring module displays a notification of the abnormal working attitude on the screen when the counselor is in a working attitude abnormal state as a result of comparing the state of the counselor according to the analysis result of the counselor state information and the image taken in the counseling space, and the counseling space An image link capable of displaying a captured image may be displayed on the screen.

The counselor monitoring module may display an abnormal counseling situation notification on the screen when an analysis result of the voice recording file between the customer terminal and the counselor terminal and the image taken in the counseling space of the counselor, and the counselor is in an abnormal counseling situation.

The computing device includes: a work report module for managing the work status of each counselor based on log-related information of each counselor and preset work scheduling information of each counselor; And it may further include a counselor management module for managing counselor information for each counselor.

According to another disclosed embodiment, a computing device includes: a storage unit for storing a computer program; And a transmission unit for transmitting the computer program to a distribution server, wherein the computer program comprises: causing the counselor terminal to transmit log-related information of the counselor to a management server; Displaying a work pledge on a screen when the counselor approaches the application for counseling work; And receiving a signature for the work pledge from the counselor.

According to another disclosed embodiment, a computing device includes: a storage unit for storing a computer program; And a transmission unit for transmitting the computer program to a distribution server, wherein the computer program comprises: configuring a monitoring screen for a manager so that the manager terminal can monitor counselors who conduct counseling in an independent space. In the step of configuring the screen, the counselor state information of each counselor is displayed on the screen from among counselor state information including one or more of call, break, post-processing, waiting, rest, meal, log in, and log out. And displaying.

According to the disclosed embodiment, by monitoring the working situation or abnormal counseling situation of counselors working in a remote location based on a counseling space shot video, audio recording file, log-related information, and counselor status information in a management server, a counselor in a remote location They will be able to apply regardless of distance for their work situation and needs.

In addition, by configuring the monitoring screen for managers on the manager terminal, the manager can check the status of not only internal counselors but physically separated external counselors at a glance, so that external counselors are the same as internal counselors in operation management and counselor support. You can do it.

1 is a diagram showing the configuration of a smart contact center service system according to an embodiment of the present invention
2 is a diagram showing a hardware configuration of an external counselor terminal installed in a premises according to an embodiment of the present invention
3 is a block diagram showing the configuration of a smart device according to an embodiment of the present invention
4 is a view showing a state in which a work pledge is displayed on a screen in a smart device according to an embodiment of the present invention
5 is a block diagram showing the configuration of a management server according to an embodiment of the present invention
6 is a block diagram showing the configuration of an administrator terminal according to an embodiment of the present invention
7 is a view showing a monitoring screen for an administrator according to an embodiment of the present invention
FIG. 8 is a diagram showing a state in which an image of a counselor's counseling space is displayed in an embodiment of the present invention
9 is a view showing a state of managing the working status of a predetermined counselor in an embodiment of the present invention
10 is a diagram showing a list of counselor information for each counselor in an embodiment of the present invention
11 is a block diagram illustrating and describing a computing environment including a computing device suitable for use in example embodiments.
12 is a block diagram showing the configuration of a computer program transmission apparatus according to an embodiment of the present invention

Hereinafter, a specific embodiment of the present invention will be described with reference to the drawings. The following detailed description is provided to aid in a comprehensive understanding of the methods, devices, and/or systems described herein. However, this is only an example and the present invention is not limited thereto.

In describing the embodiments of the present invention, when it is determined that a detailed description of a known technology related to the present invention may unnecessarily obscure the subject matter of the present invention, a detailed description thereof will be omitted. In addition, terms to be described later are terms defined in consideration of functions in the present invention and may vary according to the intention or custom of users or operators. Therefore, the definition should be made based on the contents throughout this specification. The terms used in the detailed description are only for describing embodiments of the present invention, and should not be limiting. Unless explicitly used otherwise, expressions in the singular form include the meaning of the plural form. In this description, expressions such as "comprising" or "feature" are intended to refer to certain features, numbers, steps, actions, elements, some or combination thereof, and one or more other than those described. It should not be construed to exclude the presence or possibility of other features, numbers, steps, actions, elements, any part or combination thereof.

In the following description, "transmission", "communication", "transmission", "reception" of signals or information, and other terms having a similar meaning are not only directly transmitted signals or information from one component to another component. It includes what is passed through other components. In particular, "transmitting" or "transmitting" a signal or information to a component indicates the final destination of the signal or information and does not imply a direct destination. The same is true for "reception" of signals or information. In addition, in the present specification, when two or more pieces of data or information are "related", it means that when one data (or information) is obtained, at least a part of other data (or information) can be obtained based thereon.

In addition, terms such as first and second may be used to describe various components, but the components should not be limited by the terms. These terms may be used for the purpose of distinguishing one component from another component. For example, without departing from the scope of the present invention, a first component may be referred to as a second component, and similarly, a second component may be referred to as a first component.

1 is a diagram showing the configuration of a smart contact center service system according to an embodiment of the present invention.

Referring to FIG. 1, the smart contact center service system 100 includes a customer terminal 102, a management server 104, an internal counselor terminal 106, an external counselor terminal 108, and a manager terminal 110. I can.

The customer terminal 102 and the external counselor terminal 108 may be communicatively connected with the management server 104 through the communication network 150. In some embodiments, communication network 150 is the Internet, one or more local area networks, wide area networks, cellular networks, mobile networks, other types of networks, or such networks. It may contain a combination of.

In addition, the management server 104, the internal counselor terminal 106, and the manager terminal 110 may be interconnected with one local network (ie, an internal network) in a predetermined offline contact center.

In the disclosed embodiment, the internal counselor terminal 106 is a terminal provided in the offline contact center, and may be, for example, a terminal of a counselor (internal counselor) working in the offline contact center.

The external counselor terminal 108 is a terminal provided outside of the offline contact center, and may be, for example, a terminal of a counselor (external counselor) working from home. That is, the external counselor terminal 108 may be installed in the premises of the external counselor. Here, that the external counselor terminal 108 is installed in the premises of the external counselor does not necessarily mean that it is installed in the residence of the external counselor, but includes being installed in an independent space for counseling separate from the offline contact center. .

The external counselor terminal 108 may be connected to the management server 104 through an external network. A detailed description of the configuration and operation of the external counselor terminal 108 will be described later with reference to FIGS. 2 and 3.

On the other hand, the smart contact center service system 100 is an additional device for connecting the customer consultation request of the customer terminal 102 to one of the internal consultant terminal 106 and the external consultant terminal 108 (for example, a private exchange (Private Branch Exchange), Computer Telephony Integration (CTI) terminal, Interactive Voice Response (IVR) terminal, etc.), but the detailed description thereof will be omitted since it is out of the scope of the present invention.

The customer terminal 102 is a terminal used by the customer, and the customer terminal 102 may access the management server 104 and transmit a customer consultation request. The customer consultation request may include an identification number of the customer terminal 102 and a customer consultation category. Here, the customer consultation category may be classification information on a field or content that the customer wants to consult.

In an exemplary embodiment, the customer terminal 102 may transmit a customer consultation request through a phone call, an e-mail, a social network service (SNS), a text message, or the like. Hereinafter, a description will be made by using the customer terminal 102 to transmit a customer consultation request through a phone call. The customer terminal 102 may include various types of communication devices (eg, a smart phone, a personal computer (PC), a notebook computer, a tablet PC, etc.) accessible to the management server 104.

The management server 104 may obtain state information (ie, CTI counselor state information) of the corresponding counselor from the internal counselor terminal 106 and the external counselor terminal 108, respectively. Here, the counselor's state information may include information related to the counselor's state such as during counseling, waiting, post-processing, resting, eating, and displaced (away).

The management server 104 may check whether the external counselor has an abnormal working attitude based on one or more of log-related information, a counseling space photographed image, and counselor status information of the external counselor terminal 108. In addition, the management server 104 may check whether an abnormal counseling situation exists based on one or more of a voice recording file and a counseling space captured image between the customer terminal 102 and the external counselor terminal 108. In addition, the management server 104 may perform work evaluation of each external counselor. A detailed description of the configuration and operation of the management server 104 will be described later with reference to FIG. 5.

The manager terminal 110 may be a terminal of a manager who manages an internal counselor and an external counselor. In an exemplary embodiment, the manager terminal 110 may be provided in an offline contact center, but is not limited thereto, and may be installed in the manager's premises when the manager works from home. The manager terminal 110 may be installed with a counselor management application for monitoring and managing counselors. A detailed description of the configuration and operation of the manager terminal 110 will be described later with reference to FIG. 6.

2 is a diagram illustrating a hardware configuration of an external counselor terminal installed in a home according to an embodiment of the present invention.

Referring to FIG. 2, the external counselor terminal 108 includes a monitor 111, an input device 113, a headset 115, a web cam 117, a docking station 119, and a smart device 121. can do.

An external counselor for working from home may provide a separate, independent space (counseling space) to perform customer counseling at home and secure security. The external counselor terminal 108 may be installed in the counseling space. The counseling space may be a place equipped with a door locking device to prevent intrusion by others.

The monitor 111 may be connected to the smart device 121 through the docking station 119. In this case, the screen of the smart device 121 may be displayed on the monitor 111. That is, the screen of the smart device 121 and the screen of the monitor 111 may be interlocked.

The input device 113 may include a keyboard and a mouse. The input device 113 may be connected to the monitor 111 by wireless or wire. The external counselor may input matters necessary for counseling or counseling content through the input device 113.

The headset 115 may be worn by an external counselor on the head and provided to perform counseling. The headset 115 may be provided with a headset (or ear phone) and a microphone so that an external counselor can make a call with a customer.

The web cam 117 may be provided in front of an external counselor within the work space. In an exemplary embodiment, the web cam 117 may be installed on the top of the monitor 111 and provided to photograph a counseling space, such as an external counselor's face and surroundings of the external counselor. The web cam 117 may transmit an image of a counseling space to the management server 104. The web cam 117 may have a face tracking and motion detection function of an external counselor.

The docking station 119 may connect the smart device 121 and the monitor 111. The docking station 119 may be provided in various forms that perform a function of connecting the smart device 121 and the monitor 111. For example, as the docking station 119, a method in which the smart device 121 is connected to the docking station 119 through a connector, etc. may be used, or a method in which the smart device 121 is placed is implemented in the form of a pad. It can also be used.

The smart device 121 may be a terminal possessed by an external counselor for working from home. For example, the smart device 121 may include a smart phone or a tablet PC. The smart device 121 may be equipped with an operating system such as iOS from Apple or Android from Google. An application (a counseling business application) for providing a counseling service in the home may be installed on the smart device 121.

The smart device 121 may be connected to a call infrastructure through a mobile communication network such as LTE (Long Term Evolution) or 5G. In an exemplary embodiment, an external counselor performs counseling work with the smart device 121 in a smart contact center (a place where several counselors gather to receive customer counseling) in a certain place, and then goes home with the smart device 121. You can come and do the counseling.

That is, since the smart device 121 is connected to the call infrastructure through a mobile communication network such as LTE or 5G, not the existing fixed-line telephone network, an external counselor goes home even while performing counseling work with the smart device 121 in a smart contact center. It is possible to go ahead and continue to perform counseling work with the smart device 121.

The smart device 121 may be equipped with a web browser such as "Internet Explorer" from Microsoft and "Chrome" from Google. The smart device 121 may communicate with the management server 104 through Web Real Time Communication (WebRTC) provided by a web browser.

In addition, the smart device 121 may be provided to perform a Mobile Device Management (MDM) function. The application for counseling work may include a set of commands for performing the MDM function. When the smart device 121 is lost or stolen, when a remote deletion command is received, the smart device 121 may be provided to delete an application for counseling work.

The application for counseling work may be stored in a computer-readable storage medium of the smart device 121. The application for counseling work includes a predetermined set of instructions executable by the processor of the smart device 121. The command may cause the processor of the smart device 121 to perform an operation according to an exemplary embodiment. The computer-readable storage medium of the smart device 121 includes components of an operating system for executing a set of instructions such as the counseling business application on the smart device 121. For example, such an operating system may be iOS of Apple (Apple) or Android of Google (Google).

3 is a block diagram showing the configuration of a smart device according to an embodiment of the present invention.

Referring to FIG. 3, the smart device 121 may include a user authentication module 131, a security management module 133, a counselor status input module 135, and an alarm management module 137.

The user authentication module 131 may authenticate a user of the smart device 121. In an exemplary embodiment, the user authentication module 131 may check whether a person who tries to use the smart device 121 is a pre-registered user (ie, an external counselor) when a preset event occurs. Here, the preset event may occur when the application for consultation work installed on the smart device 121 is driven or when the smart device 121 is unlocked. When user authentication fails more than a preset number of times, the user authentication module 131 may notify the corresponding fact to the management server 104.

The user authentication module 131 may record log-in and log-out information for an application for counseling work of a corresponding external counselor. The log in and log out information may be transmitted to the management server 104.

When a preset condition is satisfied, the user authentication module 131 may perform a forced logout of the application for counseling work. For example, when the alarm management module 137 generates an abnormal consultation situation alarm, the user authentication module 131 may force the external counselor to log out if the abnormal consultation situation alarm is not ended for a preset time.

When the external counselor is forcibly logged out, the user authentication module 131 may transmit forced logout information to the management server 104. When the external counselor attempts to log in after forcibly logging out, the user authentication module 131 allows the user to log in again only when it receives approval for the log-in from the administrator terminal 110 that manages the external counselor. I can.

The security management module 133 may manage the security state of the smart device 121. For example, the security management module 133 may allow only software signed or authorized by a preset administrator to be installed on the smart device 121. In addition, the security management module 133 may update the security patch of the operating system of the smart device 121 to the latest one.

In addition, when an external counselor executes a counseling business application, the security management module 133 may display a work pledge on the screen and receive a signature for the work pledge from the corresponding external counselor.

4 is a diagram showing a state in which a work pledge is displayed on a screen in a smart device according to an embodiment of the present invention. Referring to FIG. 4, the work pledge may include items such as prohibition of unauthorized departure of the counseling space, prohibition of leakage of confidential information, and compensation for damages in case of information leakage. In an exemplary embodiment, the work pledge may be prepared so that a corresponding external counselor directly inputs and writes the contents of items such as prohibition of unauthorized departure of the counseling space, prohibition of leakage of confidential information, and compensation for damages in case of information leakage.

The security management module 133 may maintain the application for counseling work in a locked mode until a signature for the work pledge is input from an external counselor. The security management module 133 may switch to the normal mode by unlocking the counseling work application when the signature for the work pledge is completed by the external counselor.

When an item to be input by a corresponding external counselor is missing, the security management module 133 may display the missing item on the screen so that the corresponding item is created. The security management module 133 may display an incorrect input state of the item on the screen when the content of a predetermined item is incorrectly input in the work pledge, so that the item is rewritten. The security management module 133 may transmit the signing completion status of the work pledge of the corresponding external counselor to the management server 104.

The counselor state input module 135 may receive counselor state information from a corresponding external counselor. Each external counselor can input any one of counseling, waiting, post-processing, resting, eating, or Lee Seok as his or her counselor status information. The counselor state input module 135 may transmit counselor state information of a corresponding external counselor to the management server 104.

The alarm management module 137 may generate an alarm when receiving an alarm signal from the management server 104. The alarm signal may include one or more of an alarm signal related to a working attitude and an alarm signal related to an abnormal counseling situation. When the alarm management module 137 receives an alarm signal related to the working attitude from the management server 104, the alarm management module 137 may generate the working attitude alarm through one or more of a screen output and a sound output.

When receiving an alarm signal related to an abnormal consultation situation from the management server 104, the alarm management module 137 may generate an abnormal consultation condition alarm through one or more of a screen output and a sound output. Here, the abnormal consultation situation alarm may be provided so that a corresponding external counselor can terminate the alarm.

5 is a block diagram showing the configuration of a management server according to an embodiment of the present invention.

Referring to FIG. 5, the management server 104 may include a communication module 141, a counselor status check module 143, an abnormal counseling situation check module 145, and a counselor evaluation module 147.

The communication module 141 may be connected to each of the customer terminal 102, the internal counselor terminal 106, and the external counselor terminal 108 to enable communication. The communication module 141 may receive a customer consultation request from the customer terminal 102. The communication module 141 may receive counselor status information from the internal counselor terminal 106 and the external counselor terminal 108, respectively. The communication module 141 may receive an image of a counseling space from the external counselor terminal 108. The communication module 141 may receive log-related information (login information, logout information, forced logout information, etc.) from the external counselor terminal 108.

The communication module 141 may transmit an image captured of the counseling space of the external counselor terminal 108 to the manager terminal 110 that manages the corresponding external counselor. The communication module 141 may transmit the counselor status information of the external counselor terminal 108 to the manager terminal 110 that manages the corresponding external counselor.

The counselor status checking module 143 may check whether the external counselor has an abnormal working attitude based on one or more of log-related information, a counseling space photographed image, and counselor state information of the external counselor terminal 108.

In an exemplary embodiment, the counselor status checking module 143 may compare log-related information with the working hours of a corresponding external counselor to check whether a work attitude is abnormal. For example, when log-in information is received from the external counselor terminal 108, the counselor status check module 143 may check whether the log-in time is within the working start time of the corresponding external counselor. When logout information is received from the external counselor terminal 108, the counselor status check module 143 may check whether the logout time is after the work end time of the corresponding external counselor.

In addition, the counselor status check module 143 may check whether log-in and log-out are repeated during preset working hours of the corresponding external counselor. If the log-in and log-out are repeated more than a preset number of times during the preset working hours, the counselor status check module 143 may determine that the working attitude is abnormal and generate an alarm signal related to the working attitude to the manager terminal 110. have. However, the present invention is not limited thereto, and the following alarm signal may be generated by the external counselor terminal 108 as necessary.

In addition, when the counselor status check module 143 receives forced logout information from the external counselor terminal 108, if the log-in information is not received within a preset time (that is, if the log-in is not re-logged within a preset time) , It is determined that the working attitude is abnormal and an alarm signal related to the working attitude can be generated to the manager terminal 110.

In an exemplary embodiment, the counselor status check module 143 may check whether the external counselor has an abnormal working attitude based on one or more of a counseling space photographed image, counselor state information, and preset work scheduling information of a corresponding external counselor. have.

For example, when the counselor status information received from the external counselor terminal 108 is "resting" or "dating" or not a break time or a meal time according to preset work scheduling information, the counselor status check module 143 May determine that the working attitude is in an abnormal state and generate an alarm signal related to the working attitude to the manager terminal 110.

In addition, when the counselor state information received from the external counselor terminal 108 is "post-processing" or "displaced" and the post-processing or displaced state exceeds a preset time, the counselor state checking module 143 It is determined that the working attitude is abnormal, and an alarm signal related to the working attitude may be generated to the manager terminal 110.

In addition, the counselor status checking module 143 compares the counselor state according to the analysis result of the image taken in the counseling space and the counselor state according to the counselor state information received from the external counselor terminal 108 to determine whether the work attitude of the corresponding external counselor is abnormal. I can confirm. That is, if the counselor status according to the analysis result of the image taken in the counseling space and the counselor status according to the counselor status information received from the external counselor terminal 108 do not match, the counselor status check module 143 is considered to be in a working attitude abnormal state. It is possible to determine and generate an alarm signal related to the working attitude to the manager terminal 110.

For example, when the counselor status information received from the external counselor terminal 108 is "waiting", "on a call" or "post-processing" or as a result of analysis of the image taken in the counseling space, the counselor status check module 143 may determine that the working attitude is abnormal and generate an alarm signal related to the working attitude to the manager terminal 110.

The abnormal counseling situation checking module 145 may check whether the abnormal counseling situation is based on one or more of a voice recording file and a counseling space captured image between the customer terminal 102 and the external counselor terminal 108. Here, the voice recording file may be generated by recording the voice between the customer terminal 102 and the external counselor terminal 108 by the management server 104 or may be received from the external counselor terminal 108. The abnormal consultation status checking module 145 may acquire a voice recording file in real time.

In an exemplary embodiment, the abnormal counseling condition checking module 145 may analyze a voice recording file to extract a customer voice section and a counselor voice section. The abnormal counseling status checking module 145 first extracts a section judged as a human voice from the voice recording file, and then selects a section matched with a preset external counselor voice among the sections judged as human voice as the voice section of the corresponding counselor. Secondary extraction is possible. The abnormal consultation status checking module 145 may determine a section other than the section determined as the voice section of the counselor among sections determined as the voice of the human being as the customer voice section.

For example, the abnormal consultation status checking module 145 checks the height (or decibels, etc.) of the voice in at least one of the counselor's voice section and the customer voice section of the voice recording file, and if there is a voice above a preset level, the abnormal counseling It is determined that it is a situation, and an alarm signal related to the abnormal consultation situation may be generated to one or more of the external counselor terminal 108 and the manager terminal 110.

In addition, the abnormal counseling status checking module 145 analyzes the voice recording file, and if only the customer voice section exists for more than a preset time (that is, only the customer speaks for a long time) or the counselor voice section does not exist for more than a preset time. (In other words, the counselor is silent for a long time), it is determined that there is an abnormal counseling situation, and an alarm signal related to the abnormal counseling situation may be generated to at least one of the external counselor terminal 108 and the manager terminal 110.

In addition, the abnormal counseling condition checking module 145 may analyze the voice section of the counselor and the voice section of the customer using voice recognition technology. The abnormal counseling condition checking module 145 may convert voice contents of the counselor's voice section and the customer's voice section into text using STT (Speech to Text) technology. The abnormal counseling situation check module 145 determines that the abnormal counseling situation is an alarm signal related to the abnormal counseling situation when there are preset prohibited words (eg, profanity, personal information, etc.) in the voice section of the counselor and the voice section of the customer. May be generated by one or more of the external counselor terminal 108 and the manager terminal 110.

In addition, the abnormal counseling situation checking module 145 analyzes the image taken in the counseling space, determines that an abnormal counseling situation exists in the counseling space, and sends an alarm signal related to the abnormal counseling situation to the manager terminal 110. ) Can be generated.

In addition, the abnormal counseling condition checking module 145 analyzes the image taken in the counseling space, and when the surrounding noise is greater than or equal to a preset noise level, it determines that it is an abnormal counseling situation and generates an alarm signal related to the abnormal counseling situation to the manager terminal 110. I can.

The counselor evaluation module 147 may assign a work evaluation score to each external counselor based on an abnormal working attitude situation and an abnormal counseling situation of each external counselor. For example, the counselor evaluation module 147 may count the number of repetitions of log-in and log-out out of preset working hours for each external counselor, and manage statistics for each preset period. The counselor evaluation module 147 may perform a work evaluation based on the number of repetitions of log-in and log-out among preset working hours.

In addition, the counselor evaluation module 147 may count the number of forced logouts for each external counselor, and perform a work evaluation based on the number of forced logouts. In addition, the counselor evaluation module 147 may count the number of times of an alarm signal related to a working attitude and an alarm signal related to an abnormal counseling situation for each external counselor, and perform a work evaluation based on the number of times.

The counselor evaluation module 147 is an administrator terminal that manages the external counselor, such as the number of repetitions of log-in and log-out during the working hours of the external counselor, the number of forced log-outs, the number of alarm signals related to working attitude and alarm signals related to abnormal counseling situations. It can be sent to (110).

On the other hand, here, it has been described that the work attitude is abnormal, the abnormal counseling situation, and the counselor's work evaluation are performed by the management server 104, but are not limited thereto, and the work attitude is abnormal, the abnormal counseling situation, and the counselor's work evaluation. One or more may be performed on the manager terminal 110. The manager terminal 110 receives log-related information, a counseling space photographed image, a voice recording file, and the counselor status information from the management server 104 to receive at least one of a work attitude abnormality, an abnormal counseling situation, and a counselor's work evaluation. Can be done.

6 is a block diagram showing the configuration of an administrator terminal according to an embodiment of the present invention.

Referring to FIG. 6, the manager terminal 110 may include a counselor monitoring module 151, a work report module 153, and a counselor management module 155.

The counselor monitoring module 151 may configure and display a monitoring screen for a manager so as to monitor the counselors in charge of the corresponding manager. 7 is a diagram showing a monitoring screen for an administrator according to an embodiment of the present invention.

Referring to FIG. 7, the counselor monitoring module 151 displays counselor status information (rest, post-processing, waiting, call, attendance, logout, etc.)(A) for each counselor (internal counselor and external counselor) on the screen. I can.

In addition, the counselor monitoring module 151 may generate an alarm B when receiving an alarm signal related to a predetermined counselor from the management server 104. The alarm (B) may be generated through one or more of a screen output and a sound output. The counselor monitoring module 151 may generate an alarm corresponding to the alarm signal related to the working attitude and the alarm signal related to the abnormal counseling situation.

In addition, the counselor monitoring module 151 may display on the screen whether the signing of the work pledge is completed (C) for each counselor. The counselor monitoring module 151 may receive the completion status of signing the work pledge of each counselor through the management server 104.

The counselor monitoring module 151 may display the video link D on the screen so that the manager checks the image of each counselor's counseling space. When the manager clicks the video link D, as illustrated in FIG. 8, an image taken of the counselor's counseling space may be displayed.

In this way, by configuring the monitoring screen for the manager in the counselor monitoring module 151, the manager checks the status of not only the internal counselor but also physically separated external counselors at a glance, and external counselors are also internal in operation management and counselor support. You can do the same with a counselor.

The work report module 153 may manage the work status of each counselor based on log-related information of each counselor and preset work scheduling information of each counselor. 9 is a diagram showing a state of managing the working status of a predetermined counselor according to an embodiment of the present invention. As shown in FIG. 9, the work report module 153 may manage a time and attendance date, working time, attendance time, leave time, and lateness for each counselor.

The counselor management module 155 may manage counselor information for each counselor. 10 is a diagram showing a list of counselor information for each counselor in an embodiment of the present invention. Referring to FIG. 10, counselor information may include ID, name, contact number, email, working hours, break time, and password. Managers can control the working hours, breaks, and passwords of each counselor.

In the present specification, the term "module" may mean a functional and structural combination of hardware for performing the technical idea of the present invention and software for driving the hardware. Predictably, the "module" may mean a logical unit of a predetermined code and a hardware resource for executing the predetermined code, and does not necessarily mean a physically connected code or one type of hardware. .

An application for managing a counselor for performing the above function may be installed in the manager terminal 110. The counselor management application may be stored in a computer-readable storage medium of the manager terminal 110. The counselor management application includes a predetermined set of instructions executable by the processor of the manager terminal 110. The command may cause the processor of the manager terminal 110 to perform an operation according to an exemplary embodiment. The computer-readable storage medium of the manager terminal 110 includes components of an operating system for executing a set of commands such as the counselor management application on the manager terminal 110. For example, such an operating system may be iOS of Apple (Apple) or Android of Google (Google).

In one embodiment, the manager terminal 110 and the management server 104 may be implemented on a computing device including one or more processors and a computer-readable recording medium connected to the processor. The computer-readable recording medium may be inside or outside the processor, and may be connected to the processor by various well-known means. A processor within a computing device may cause each computing device to operate according to the exemplary embodiments described herein. For example, the processor may execute instructions stored in a computer-readable recording medium, and when the instructions stored in the computer-readable recording medium are executed by the processor, the computing device causes the operation according to the exemplary embodiments described herein. Can be configured to perform.

11 is a block diagram illustrating and describing a computing environment 10 including a computing device suitable for use in example embodiments. In the illustrated embodiment, each component may have different functions and capabilities in addition to those described below, and may include additional components in addition to those described below.

The illustrated computing environment 10 includes a computing device 12. In one embodiment, computing device 12 may be customer terminal 102. Further, the computing device 12 may be a management server 104. Also, the computing device 12 may be an internal counselor terminal 106. Further, the computing device 12 may be an external counselor terminal 108. Also, the computing device 12 may be an administrator terminal 110.

The computing device 12 includes at least one processor 14, a computer-readable storage medium 16 and a communication bus 18. The processor 14 may cause the computing device 12 to operate according to the exemplary embodiments mentioned above. For example, the processor 14 may execute one or more programs stored in the computer-readable storage medium 16. The one or more programs may include one or more computer-executable instructions, and the computer-executable instructions are configured to cause the computing device 12 to perform operations according to an exemplary embodiment when executed by the processor 14 Can be.

The computer-readable storage medium 16 is configured to store computer-executable instructions or program code, program data, and/or other suitable form of information. The program 20 stored in the computer-readable storage medium 16 includes a set of instructions executable by the processor 14. In one embodiment, the computer-readable storage medium 16 includes memory (volatile memory such as random access memory, nonvolatile memory, or a suitable combination thereof), one or more magnetic disk storage devices, optical disk storage devices, flash It may be memory devices, other types of storage media that can be accessed by computing device 12 and store desired information, or a suitable combination thereof.

The communication bus 18 interconnects the various other components of the computing device 12, including the processor 14 and computer-readable storage medium 16.

Computing device 12 may also include one or more input/output interfaces 22 and one or more network communication interfaces 26 that provide interfaces for one or more input/output devices 24. The input/output interface 22 and the network communication interface 26 are connected to the communication bus 18. The input/output device 24 may be connected to other components of the computing device 12 through the input/output interface 22. The exemplary input/output device 24 includes a pointing device (such as a mouse or trackpad), a keyboard, a touch input device (such as a touch pad or a touch screen), a voice or sound input device, and various types of sensor devices and/or a photographing device. Input devices and/or output devices such as display devices, printers, speakers, and/or network cards. The exemplary input/output device 24 may be included inside the computing device 12 as a component constituting the computing device 12, or be connected to the computing device 12 as a separate device distinct from the computing device 12. May be.

12 is a block diagram showing the configuration of a computer program transmission apparatus according to an embodiment of the present invention.

The computer program transmission device 30 is for transmitting a computer program (for example, an application for counseling work or an application for managing a counselor) to the external counselor terminal 108 or the manager terminal 110, and a server for distributing the computer program It can be implemented in one configuration included in.

Referring to FIG. 12, a computer program transmission device 30 according to an embodiment of the present invention includes a computer program storage unit 32 and a computer program providing unit 34. The computer program storage unit 32 stores the computer program.

The computer program providing unit 34 transmits the computer program to the external counselor terminal 108 or the manager terminal 110. For example, when the computer program providing unit 34 is requested to transmit a computer program from the external counselor terminal 108 or the manager terminal 110, the external counselor terminal 108 or the manager terminal 110 Can be transmitted. The request and transmission may be made through a market or a play store application installed on a mobile device, and may be made through the Internet installed on a personal PC or the like.

Although the exemplary embodiments of the present invention have been described in detail above, those of ordinary skill in the art to which the present invention pertains will understand that various modifications may be made to the above-described embodiments without departing from the scope of the present invention. . Therefore, the scope of the present invention is limited to the described embodiments and should not be determined, and should not be determined by the claims to be described later, as well as those equivalent to the claims.

100: Smart Contact Center Service System
102: customer terminal
104: management server
106: internal counselor terminal
108: external counselor terminal
110: administrator terminal
111: monitor
113: input device
115: Headset
117: web cam
119: docking station
121: smart device
131: user authentication module
133: security management module
135: counselor status input module
137: alarm management module
141: communication module
143: counselor status check module
145: abnormal consultation status check module
147: counselor evaluation module
151: counselor monitoring module
153: work report module
155: counselor management module

Claims (20)

A computing device for a smart contact center service, comprising: one or more processors, and a memory storing one or more programs executed by the one or more processors,
A user authentication module in which an application for counseling work is installed, and transmits log-related information of a corresponding counselor to a management server;
A security management module for displaying a work pledge on a screen when the counselor approaches the counseling work application and receiving a signature for the work pledge from the counselor; And
An alarm management module for generating an alarm by receiving at least one of an alarm signal related to a working attitude and an alarm signal related to an abnormal consultation situation from an external device,
The alarm management module,
An abnormal consultation situation alarm is generated for the signal related to the abnormal consultation situation, and the abnormal consultation situation alarm is provided to be terminated by the counselor,
The user authentication module,
When the abnormal consultation situation alarm does not end for a preset time, forcibly logging out the counselor and transmitting forced logout information to the management server.
The method according to claim 1,
The computing device is a computing device for counseling work of a counselor working at home,
The above work pledge includes one or more of the items prohibiting unauthorized departure of the consultation space, prohibiting leakage of confidential information, and compensation for damages in case of information leakage,
The security management module,
When the signing of the work pledge is completed, a mode of the application for counseling work is switched from a locked mode to a normal mode.
delete delete A computing device for a smart contact center service, comprising: one or more processors, and a memory storing one or more programs executed by the one or more processors,
A communication module for receiving information about a counselor's state, log-related information, and an image of a counseling space from a counselor terminal installed in an independent counseling space;
A counselor status checking module that checks a state of abnormal work attitude of the counselor based on one or more of the counselor state information, the log-related information, and the image taken in the counseling space; And
Acquiring a voice recording file between the customer terminal and the counselor terminal, and including an abnormal counseling situation checking module for checking whether or not an abnormal counseling situation based on at least one of the voice recording file and the counseling space captured image,
The abnormal counseling situation confirmation module transmits a signal related to the abnormal counseling situation to the counselor terminal in the abnormal counseling situation,
The counselor terminal generates an abnormal counseling situation alarm with respect to the abnormal counseling situation related signal, and the abnormal counseling situation alarm is provided to be terminated by the counselor, and the abnormal counseling situation alarm does not end for a preset time. , Forcibly logging out the counselor and transmitting forced logout information to the communication module.
The method of claim 5,
The counselor status check module,
If the log-in and log-out are repeated more than a preset number of times during the preset working hours of the counselor, it is determined that the counselor is in a working attitude abnormal state.
The method of claim 5,
The counselor status check module,
When receiving forced log-out information from the counselor terminal, if log-in information is not received within a preset time, it is determined that the counselor is in a work attitude abnormal state.
The method of claim 5,
The counselor status check module,
Comparing the counselor status information received from the counselor terminal with the counselor's preset work scheduling information or the counselor's state according to the analysis result of the image taken in the counseling space, and determining that the counselor is in a working attitude abnormal state , Computing device.
The method of claim 5,
The abnormal consultation situation confirmation module,
By analyzing the voice recording file, the customer voice section and the counselor voice section are extracted, it is checked whether there is a voice above a preset level in at least one of the customer voice section and the counselor voice section, and there is a voice above the preset level. If it is determined that it is an abnormal consultation situation, the computing device.
The method of claim 5,
The abnormal consultation situation confirmation module,
When the voice recording file is analyzed to extract the customer voice section and the counselor voice section, and the customer voice section in the voice recording file lasts longer than a preset time or the counselor voice section does not exist for a preset time or longer, abnormal consultation situation Determining that the computing device is.
The method of claim 5,
The abnormal consultation situation confirmation module,
A computing device that analyzes the image taken in the counseling space and determines that it is an abnormal counseling situation when the ambient noise is equal to or greater than a preset noise level.
The method of claim 5,
The computing device,
The computing device further comprising a counselor evaluation module for performing work evaluation based on one or more of the log-related information, the work attitude abnormal state, and the abnormal counseling situation for the counselor.
The method of claim 12,
The counselor evaluation module,
Count the number of repetitions of log-in and log-out and the number of forced log-outs during the working hours of the counselor based on the log-related information, count the number of times of the working attitude abnormal state and the number of occurrences of the abnormal counseling situation,
A computing device for performing a work evaluation on the counselor based on at least one of a number of repetitions of log-in and log-out during the working hours, a number of forced log-outs, the number of times of the working attitude abnormal state, and the number of occurrences of the abnormal counseling situation.
A computing device for a smart contact center service, comprising: one or more processors, and a memory storing one or more programs executed by the one or more processors,
It includes a counselor monitoring module that configures a monitoring screen for managers so that counselors who conduct counseling in an independent space can be monitored,
The counselor monitoring module,
Among the agent status information including one or more of call, break, post-processing, waiting, rest, meal, log in, and log out, the agent status information of each agent is displayed on the screen, and a voice recording file between the customer terminal and the agent terminal And an analysis result of the image taken of the counselor's counseling space, and if the counselor is in an abnormal counseling situation, an abnormal counseling situation notification is displayed on the screen,
The abnormal counseling situation notification is generated from the counselor terminal to be terminated by the counselor, and if the counselor terminal is not terminated for a preset time, the counselor is forced to log out and the forced logout information is transmitted to the counselor monitoring module. A, computing device.
The method of claim 14,
The counselor monitoring module,
When a result of comparing the counselor status information and preset work scheduling information of the corresponding counselor and the corresponding counselor is in a working attitude abnormal state, a notification of the working attitude abnormal state is displayed on the screen.
The method of claim 14,
The counselor monitoring module,
As a result of comparing the state of the counselor according to the analysis result of the image of the counselor's state and the image taken in the counseling space, when the counselor is in a state of abnormal work attitude, a notification of the state of abnormal work attitude may be displayed on the screen, and the image taken of the counseling space may be displayed. Displaying a video link that is present on the screen.
delete The method of claim 14,
The computing device,
A work report module that manages the work status of each counselor based on log-related information of each counselor and preset work scheduling information of each counselor; And
Computing device further comprising a counselor management module for managing counselor information for each counselor.
A storage unit for storing a computer program; And
An upload terminal including a transmission unit for transmitting the computer program to a distribution server,
The computer program,
The counselor terminal,
Transmitting log-related information of a corresponding counselor to a management server;
Displaying a work pledge on a screen when the counselor approaches the application for counseling work;
Receiving a signature for the work pledge from the counselor; And
Perform the step of generating an alarm by receiving at least one of an alarm signal related to work attitude and an alarm signal related to abnormal consultation situation from an external device,
The step of generating the alarm,
Generating an abnormal counseling situation alarm for the signal related to the abnormal counseling situation; And,
If the abnormal consultation situation alarm does not end for a preset time, including the step of forcibly logging out the counselor and transmitting forced logout information to the management server,
The abnormal consultation situation alarm is a computer program provided to be terminated by the counselor.
A storage unit for storing a computer program; And
An upload terminal including a transmission unit for transmitting the computer program to a distribution server,
The computer program,
The administrator terminal,
Perform the step of configuring the monitoring screen for managers to monitor the counselors who conduct counseling in an independent space,
The step of configuring the screen,
Displaying on the screen the counselor state information of each counselor among counselor state information including one or more of a call, a break, a post-processing, a waiting, a break, a meal, a log in, and a log out; And
An analysis result of the voice recording file between the customer terminal and the counselor's terminal and the image taken in the counseling space of the counselor, and if the counselor is in an abnormal counseling situation, displaying an abnormal counseling situation notification on the screen,
The abnormal counseling situation notification is generated by the counselor terminal to be terminated by the counselor, and the counselor terminal forcibly logs out the counselor when it is not terminated for a preset time, and transmits forced logout information to the manager terminal. , Computing device.

Images