JP2008077337A - Unmanned contract system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To reduce the waiting time of a customer who operates a customer terminal, and to reduce unoccupied time of an operator who operates a center terminal. <P>SOLUTION: A transaction management server 8 compares the number of task executable operator IDs shown by task execution permission information stored in a transaction management database 7 with the number of tasks stored in a task queue, and when deciding that the number of operator IDs is smaller than the number of tasks, the transaction management server 8 retrieves a task queue based on the executable task stored in the transaction management database 7, and extracts identification information of the customer terminal waiting for the task, and extracts identification information of the center terminal capable of executing the task from the transaction management database 7, and processes the task by connecting the customer terminal 1 and a center terminal 3 each other. <P>COPYRIGHT: (C)2008,JPO&INPIT

Description

  The present invention relates to an unmanned contract system comprising an unmanned contract terminal operated by a customer and a center terminal operated by an operator.

Conventional unmanned contract systems are installed in unmanned contract terminals (hereinafter referred to as “customer terminals”) that perform various contracts by the operation of customers located in unmanned stores such as consumer finance companies and office centers. The customer terminal is connected to the center terminal via a communication line or the like.
In such a conventional unattended contract system, when a customer visits an unmanned store and starts a transaction by pressing a transaction selection button on the customer terminal, the customer is connected to a center terminal operated by an available operator, and accepts the transaction. A single operator operates a center terminal to perform a series of tasks such as application, examination, and contract.

In addition, there is an unattended contract system in which one center terminal and a plurality of customer terminals are connected by a communication line so that one operator can simultaneously handle transactions of a plurality of customers (see, for example, Patent Document 1). .
JP-A-10-255130 (paragraphs “0008” to “0013”, FIG. 1)

However, in the above-described conventional technology, when a customer handles a plurality of customer terminals operated by a customer at a center terminal operated by one operator, when the operator is dealing with one customer's transaction, There is a problem that waiting time is generated for other customers.
Also, even if one operator can handle multiple customers, that operator handles about four customers at a time to handle all the series of operations such as reception, application, examination and contract. In other words, when all the customers in charge are performing work that does not require an operator, such as filling in an application form, there is also a problem that there is a high probability that the operator will have idle time.

  An object of the present invention is to solve such a problem.

  Therefore, the present invention provides a plurality of customer terminals operated by the customer and a plurality of center terminals operated by the operator, and performs transactions by transmitting and receiving transaction messages between the plurality of customer terminals and the center terminal via a communication line. In the unmanned contract system, the task execution indicating whether or not the task is divided into a plurality of stages and the center terminal identification information for identifying the center terminal operated by the operator in association with the operator ID for identifying the operator who operates the center terminal. A transaction management database for storing allowance information; a task queue for storing a requested task in association with customer terminal identification information for identifying a requesting customer terminal; a communication control unit for transmitting and receiving information via a communication line; The management server has a tag stored in the transaction management database. When it is determined that the number of operator IDs is smaller than the number of tasks as a result of comparing the number of operator IDs that can be executed by the task execution availability information and the number of tasks stored in the task queue, Center terminal identification information capable of searching the task queue based on an executable task stored in a transaction management database, extracting customer terminal identification information waiting for processing of the task, and executing the task from the transaction management database And the customer terminal and the center terminal communicate with each other to process the task.

  According to the present invention as described above, the waiting time of the customer can be reduced, the probability that the operator's idle time is generated can be reduced, and the effect of improving the efficiency of the transaction processing can be obtained.

  Embodiments of the unmanned contract system according to the present invention will be described below with reference to the drawings.

FIG. 1 is a block diagram showing the configuration of the unmanned contract system in the first embodiment, and FIG. 2 is a block diagram showing the configuration of the transaction management server in the first embodiment.
First, the configuration of the unmanned contract system will be described with reference to FIG.
In FIG. 1, reference numeral 1 denotes a customer terminal, which is an unattended contract terminal device installed in an unmanned store such as a consumer finance company and operated by a customer. The customer terminal 1 includes a control unit that performs calculation and control such as a CPU (Central Processing Unit) and an MPU (Micro Processing Unit), a storage unit such as a magnetic disk and a semiconductor memory, a CRT (Cathode Ray Tube), and a display such as a liquid crystal display. A communication control unit that performs communication control of various data such as image data and audio data via the communication line 2 and an input unit such as a touch panel and a keyboard provided on the screen of the display unit.

Also, a voice input unit such as a microphone for inputting customer voice, a voice output unit such as a speaker for outputting voice and transmitting information to the customer, a scanner unit for reading documents as image data, and a camera for photographing a customer image A card issuing unit for issuing a card and a card. The voice input unit and the voice output unit may be handsets.
Reference numeral 3 denotes a center terminal, which is installed in a center such as a business center such as a consumer financial company, and is operated by an operator who is a member of the consumer financial company. The center terminal 3 includes a control unit that performs calculation and control such as a CPU and an MPU, a storage unit such as a magnetic disk and a semiconductor memory, a display unit such as a CRT and a liquid crystal display, a touch panel provided on the screen of the display unit, a keyboard, An input unit such as a mouse and a communication control unit that performs communication control of various data such as image data and audio data via the communication line 2 are provided.

In addition, a voice input unit such as a microphone for inputting an operator's voice and a voice output unit such as a speaker for outputting voice and transmitting information to the operator are provided. The voice input unit and the voice output unit may be handsets.
Information input by the customer through the input unit and voice input unit of the customer terminal 1 and an image acquired by the camera unit can be output by the display unit or voice output unit of the center terminal 3, and the operator can input the information from the center terminal 3. The information input by the department and the voice input part can be output by the display part or the voice output part of the customer terminal 1, and the contract transaction can be advanced by performing identity verification and credit check between the customer and the operator.

  A basic server 4 is installed in a center such as a business center such as a consumer finance company. The basic server 4 is connected to a control unit that performs calculation and control such as a CPU and MPU, a storage unit such as a magnetic disk and a semiconductor memory, a display unit such as a CRT and a liquid crystal display, an input unit such as a keyboard and a mouse, and a communication line 2. And a communication control unit for performing communication control of various data.

Reference numeral 5 denotes a customer information database, which is provided in the storage unit of the basic server 4 and stores customer information such as a customer's office, annual income, address, and telephone number for each customer. The basic server 4 can search the customer information database 5 based on information designated as a search key and extract desired information.
An operation management server 6 is installed in a center such as a business center such as a consumer finance company. The operation management server 6 includes a control unit that performs calculation and control such as a CPU and an MPU, a storage unit such as a magnetic disk and a semiconductor memory, a display unit such as a CRT and a liquid crystal display, an input unit such as a keyboard and a mouse, and a communication line 2. And a communication control unit that performs communication control of various data via the network.

  Reference numeral 7 denotes a transaction management database, which is provided in the storage unit of the operation management server 6 and stores operator information, information related to transactions performed by customers, and the like. The operation management server 6 can search the customer information database 5 based on key information and extract desired information. The transaction management database 7 may be provided in a transaction management server described later.

  A transaction management server 8 is installed in a center such as a business center such as a consumer finance company. The transaction management server 8 measures a control unit that performs calculation and control such as a CPU and MPU, a storage unit such as a magnetic disk and a semiconductor memory, a display unit such as a CRT and a liquid crystal display, an input unit such as a keyboard and a mouse, and a time. A communication control unit that performs communication control of various data via the clock unit and the communication line 2 is provided. Details of the configuration of the transaction management server 8 will be described later.

  In this embodiment, the basic server 4, the operation management server 6 and the transaction management server 8 are described as being provided independently. However, the operation management server 6 may have the functions of the transaction management server 8. Alternatively, the functions of the transaction management server 8 and the operation management server 6 may be provided to the basic server 4 and configured by a single server (management server).

  A transaction management terminal 9 is installed in a center such as an office center such as a consumer finance company. The transaction management terminal 9 includes a control unit that performs calculation and control such as a CPU and MPU, a storage unit such as a magnetic disk and a semiconductor memory, a display unit such as a CRT and a liquid crystal display, an input unit such as a keyboard and a mouse, and a communication line 2. And a communication control unit that performs communication control of various data such as image data and audio data.

Further, a voice input unit such as a microphone for inputting voice and a voice output unit such as a speaker for outputting voice are also provided.
The transaction management terminal 9 receives various data of transactions performed between the customer terminal 1 and the center terminal 3, displays the data on the display unit and outputs the voice to the voice output unit, and the transaction manager who operates the transaction management terminal 9 performs the transaction. You can check the contents and progress of

The customer terminal 1, the center terminal 3, the backbone server 4, the operation management server 6, the transaction management server 8, and the transaction management terminal 9 are connected via the communication line 2 so as to communicate with each other.
Next, the configuration of the transaction management server 8 will be described with reference to FIG.
In FIG. 2, reference numeral 21 denotes a transaction processing unit for managing the progress of tasks performed at each customer terminal 1. Here, a task refers to one processing unit obtained by dividing a transaction performed by a customer at the customer terminal 1. For example, in the case of a contract transaction, it is divided into four tasks: reception, application, examination, and contract. A transaction refers to a collection of the series of four tasks. One transaction is responsible from the beginning to the end of one contract transaction.

211 is a transaction table, which is a storage area for registering the tasks of each customer who conducts transactions at the customer terminal 1. For example, as shown in FIG. 2, the task performed by customer A stores information such as examination, the task performed by customer B receives, the task performed by customer C applies, and the task performed by customer D stores information such as a contract.
In this transaction table 211, information for identifying the customer terminal 1 operated by the customer and information for identifying the task performed by the customer terminal 1 are stored in association with each other.

  A task queue 22 is a storage area for managing the order of tasks for each customer waiting to be processed by the center terminal 3. The task queue 22 has a structure in which a task registered first is taken out first, and forms a queue. For example, as shown in FIG. 2, a queue is formed in the order of the customer B reception task, the customer C application task, the customer A examination task, and the customer D contract task.

The task queue 22 stores information for identifying a task, information for identifying the customer terminal 1 and the customer (customer terminal identification information), and the like so that the correspondence with the transaction table 211 can be understood. .
Reference numeral 23 denotes a task executable list, which is a storage area in which operators capable of processing tasks are extracted from information stored in the transaction management database 7. This task executable list 23 forms a list of tasks that can be processed for each operator.

For example, the task executable list 23 stores “OP3-contract”, “OP3-examination”, “OP4-contract”, “OP4-examination”, etc. as shown in FIG. It is shown that the examination task process can be executed, and that the operator 4 can also execute the contract and examination task process.
The transaction table 211, task queue 22, and task executable list 23 described above are stored in the storage unit of the transaction management server 8.

Reference numeral 24 denotes a distribution processing unit which performs processing for distributing tasks forming a queue in the task queue 22 to the center terminal 3 operated by the operator according to information stored in the task queue 22 and the task executable list 23. It is.
Here, the above-described transaction management database 7 will be described based on the block diagram showing the configuration of the transaction management database in the first embodiment of FIG.

In FIG. 3, 31 is an operator ID, which stores information for identifying an operator who operates the center terminal 3, such as an employee code.
Reference numeral 32 denotes a login, which stores information on whether or not the operator identified by the operator ID 31 is logged in to the unmanned contract system in order to process a transaction performed at the customer terminal 1. For example, “Yes” indicates that the user is logged in, and “No” indicates that the user is not logged in.

Reference numeral 33 denotes a login center terminal number (center terminal identification information), which stores a number for identifying the center terminal 3 to which the operator identified by the operator ID 31 has logged in.
Reference numeral 34 denotes a task (task execution availability information), which includes task types such as reception 341, application 342, examination 343, contract 344, etc., and the task execution status and execution availability information for each operator identified by the operator ID 31. Is stored. When the operator is executing a task, “execution” is stored in the corresponding task, and when the task is not being executed, “○” is indicated for a task that can be executed, and “×” is indicated for a task that cannot be executed. Is stored.

For example, as shown in FIG. 3, an operator with an operator ID 31 of “OP1” indicates that an acceptance task is being executed, and an operator with an operator ID 31 of “OP4” indicates that a task is not being executed and is examined. -It shall be shown that the contract task can be executed and the reception / application task cannot be executed.
As described above, the transaction management database 7 includes an operator ID 31, a login 32, a login center terminal number 33, a task 34, and the like, and is stored for each of one or more operators. It is assumed that the operator ID 31 is stored in advance.

The operation of the above configuration will be described.

The operation of each unit described below is controlled by a control unit such as a central processing unit (not shown) based on a program (software) stored in a storage unit such as a memory or a magnetic disk (not shown).
First, a process for registering a task performed in the customer terminal 1 in the task queue will be described.
FIG. 4 is a flowchart showing the task registration process in the embodiment, which will be described in accordance with steps represented by S in the figure.

It is assumed that the manager of the center is logging in by entering an administrator ID or the like at the administrator terminal 9, and the administrator terminal 9 operates and manages the input administrator ID and administrator terminal number at this time. It is transmitted to the server 6, and the operation management server 6 stores the received administrator ID, administrator terminal number, etc. in the storage unit as administrator login information.
Further, it is assumed that the center operator inputs an operator ID or the like at the center terminal 3 and logs in. At this time, the center terminal 3 transmits the input operator ID to the operation management server 6, and the operation management server 6 Assume that the transaction management database 7 is searched based on the received operator ID and “Yes” is stored in the login 32.

S1a: When the customer terminal 1 of the store detects the approach of the customer with a sensor, a screen on which a transaction such as “card loan contract”, “card issue”, “card reissue”, etc. can be selected is displayed on the display unit.
S2a: When the customer terminal 1 displays a screen for selecting a transaction on the display unit, the customer selects and inputs a desired transaction. The input customer terminal 1 displays the reception screen on the display unit and performs reception. On this reception screen, conditions for conducting a transaction are displayed, and an operation button such as “confirm” is also displayed. The acceptance task is started here.

  S3a: When the customer terminal 1 displays the acceptance screen, the customer terminal 1 transmits a message requesting the administrator's assignment to the transaction management server 8. The transaction management server 8 that has received the message requesting the administrator assignment transmits a message requesting the administrator assignment to the operation management server 6. The operation management server 6 refers to the administrator login information stored in the storage unit, assigns an administrator ID, an administrator terminal number, etc. to the customer terminal 1, transmits the administrator ID to the transaction management server 8, and further transmits the transaction The management server 8 transmits to the customer terminal 1 and ends the manager assignment.

Note that after the assignment of the manager is completed, information on the transaction performed at the customer terminal 1 can be displayed on the transaction management terminal 9, and the manager can monitor the status of the transaction.
Moreover, the above-mentioned assignment of the manager is for monitoring the entire transaction, and the manager is not assigned only to the reception task. This is done in the reception task only because the reception task is the first task of the entire transaction. That is, when the reception task is started, no operator dedicated to the reception task is assigned. This is because the reception task does not require a normal operator's response, and it is sufficient to assign the operator only in a special case such as when an inquiry is required from the operator. As described above, the operator assignment efficiency can be further improved by assigning the operator only in a special case to the reception task.

  S4a: When the assignment of the administrator is completed and it is detected that an operation button such as “Confirm” on the reception screen displayed on the customer terminal 1 is pressed, the customer terminal 1 reads the application form entered by the customer with the scanner unit. When the application form is read, the customer terminal 1 transmits a message to the transaction management server 8 requesting the application task processing. Here, the acceptance task ends and the application task starts.

S5a: The transaction processing unit 21 of the transaction management server 8 that has received the message requesting the processing of the application task registers the application task in the transaction table 211 in association with the information for identifying the customer terminal 1 that is the transmission source. Also, it is registered in the task queue 22.
In this way, the transaction processing unit 21 of the transaction management server 8 registers the application task in the transaction table 211 and the task queue 22, but other tasks such as examination tasks and contract tasks other than the application task are also performed at the customer terminal 1. It is registered in the transaction table 211 and the task queue 22 as the transaction progresses.

Next, a process for assigning a task registered in the task queue 22 to an operator will be described.
FIG. 5 is a flowchart showing the task assignment process in the embodiment, which will be described in accordance with steps represented by S in the figure.
In the task assignment processing described below, when the operator logs in at the center terminal 3, when the processing of the task performed by the operator at the center terminal 3 is completed, the operator who has operated the center terminal 3 once leaves the seat, and again When the operator who operates the center terminal 3 when he / she is seated can process a new task, the transaction management server 8 that has received the message from the center terminal 3 executes it.

S1b: The distribution processing unit 24 of the transaction management server 8 acquires (generates) a task list obtained by extracting tasks forming a queue from the task queue 22 stored in the storage unit, and stores the task list in the storage unit.
For example, as shown in FIG. 2, tasks are registered in the task queue 22 in the order of “customer B acceptance task”, “customer C application task”, “customer A review task”, and “customer D contract task”. If so, a task list is extracted (generated) according to the order of “accepting task for customer B”, “application task for customer C”, “examination task for customer A”, and “contract task for customer D”. )

S2b: When the task list is acquired (generated), the distribution processing unit 24 of the transaction management server 8 inquires the operation management server 6 and extracts a task that can process the task from the information stored in the transaction management database 7. The executable list 23 is acquired (generated).
Here, in the task executable list 23, the operator ID 31 in which the login 32 of the transaction management database 7 is “present” and “execution” is not stored in the task 34 is extracted, and “◯” is stored in the task 34. Extracts and generates (generates) the type of task that is being performed.

  For example, as shown in FIG. 3, OP3 and OP4 which are operator IDs 31 in which the login 32 of the transaction management database 7 is “present” and “execution” is not stored in the task 34 are extracted. The type of task in which “O” is stored is extracted and “OP3 (operator ID) -contract (task type)”, “OP3-examination”, “OP4-contract”, and “OP4” as shown in FIG. Obtain (generate) a task executable list 23 composed of “examination”.

  S3b: Next, the distribution processing unit 24 of the transaction management server 8 calculates the number of operators that can process the task from the generated task executable list 23 and the number of tasks that form a queue from the task list. Compare. For example, as shown in FIG. 2, the number of operators is 2 (operator IDs are “OP3” and “OP4”), and the number of tasks is 4 (“customer B reception task”, “customer C application task”, “customer”). A examination task ”and“ customer D contract task ”).

As a result of the comparison, if the number of operators is smaller than the number of tasks, the process proceeds to S4b. If the number of operators is equal to or greater than the number of tasks, the process proceeds to S6b.
S4b: When the number of operators is smaller than the number of tasks, the distribution processing unit 24 of the transaction management server 8 reads the operator ID 31 and the task type from the task executable list 23, and the task stored in the task list and the task list. Are sequentially compared from the earliest task to determine whether they match.

  For example, as shown in FIG. 2, “OP3 (operator ID) -contract (task type)” in the task executable list 23 and the tasks stored in the task list are sequentially compared, that is, “customer B acceptance task”, The “customer C application task”, “customer A review task”, and “customer D contract task” are compared in this order to determine whether there is a matching task. As a result, it is determined that “OP3 (operator ID) −contract (task type)” matches “contract task of customer D”.

  Since the task is assigned to the operator with the operator ID “OP3” as described above, “OP4 (operator ID) −contract (task type)” in the task executable list 23 and the task stored in the task list Are sequentially compared, that is, “customer B acceptance task”, “customer C application task”, and “customer A review task” in this order to determine whether a matching task exists. As a result, it is determined that there is no matching task, and “OP4 (operator ID) -examination (task type)” is sequentially compared with the tasks stored in the task list, that is, “customer B reception task”. , “Customer C application task” and “customer A screening task” in this order, and it is determined whether there is a matching task. As a result, it is determined that “OP4 (operator ID) -examination (task type)” and “examination task of customer A” match.

  S5b: If there is a matching task, the distribution processing unit 24 of the transaction management server 8 inquires the operation management server 6 about the login center terminal number 33 for identifying the center terminal 3 to which the operator ID 31 is logged in, and executes the task. Information for identifying the customer terminal 1 operated by the customer to be processed is extracted from the transaction table 211.

  The distribution processing unit 24 of the transaction management server 8 transmits information for identifying the customer terminal 1 extracted from the transaction table 211 to the center terminal 3 identified by the login center terminal number 33 received from the operation management server 6. . It is assumed that the center terminal 3 establishes a connection with the customer terminal 1 according to the received information for identifying the customer terminal 1 and executes processing.

  For example, in the case of the task executable list 23 and the task list described above, the customer terminal 1 operated by the customer D and the center terminal 3 operated by the operator whose operator ID is “OP3” are connected to execute the contract processing. Further, it is assumed that the customer terminal 1 operated by the customer A and the center terminal 3 operated by the operator whose operator ID is “OP4” are connected to execute the examination process.

At this time, the transaction management server 8 transmits a message indicating that the task has been assigned to the operator to the operation management server 6, and the operation management server 6 has the operator ID 31 of the task executable list 23 of “OP3” as shown in FIG. It is assumed that “execution” is stored in the contract 344 and “execution” is stored in the examination 343 in which the operator ID 31 is “OP4”.
In this way, tasks are preferentially assigned to the operators based on the information on the tasks that can be executed by the available operators, and the process proceeds to S8b. A method for preferentially assigning tasks to operators is referred to as an operator mode.

S6b: On the other hand, if the number of operators is equal to or greater than the number of tasks, the distribution processing unit 24 of the transaction management server 8 stores the priority task stored in the task list and the task executable list 23 in the earliest stored task. All the stored task types are compared to determine whether they match.
For example, tasks are stored in the task list in the order of “Customer B Acceptance Task”, “Customer C Application Task”, “Customer A Review Task”, and “Customer D Contract Task”. The operator ID and task type are stored in the order of “OP3 (operator ID) -contract (task type)”, “OP4-examination”, “OP5-contract”, “OP6-examination”, “OP7-contract”. Is the first priority task stored in the task list, “Customer B's accepted task”, and the task type stored in the task executable list 23, that is, “OP3 (operator ID) ) -Contract (task type) "," OP4-examination "," OP5-contract "," OP6-examination "," OP7-contract ". Determines whether or not.

In this case, it is determined that there is no task that matches the “accepted task of customer B” in the task executable list 23.
S7b: On the other hand, if there is a matching task, the distribution processing unit 24 of the transaction management server 8 sets the login center terminal number 33 for identifying the center terminal 3 to which the operator ID 31 is logged in to the operation management server 6. Information for identifying the customer terminal 1 operated by the customer who inquires and processes the task is extracted from the transaction table 211.

  The distribution processing unit 24 of the transaction management server 8 transmits information for identifying the customer terminal 1 extracted from the transaction table 211 to the center terminal 3 identified by the login center terminal number 33 received from the operation management server 6. . It is assumed that the center terminal 3 establishes a connection with the customer terminal 1 according to the received information for identifying the customer terminal 1 and executes processing.

In this way, an operator is assigned to the task, and the process proceeds to S8b. A method for assigning an operator to a task is called a task mode.
S8b: The transaction management server 8 determines whether the allocation is successful in S5b or S7b. If successful, the process proceeds to S9b. If unsuccessful, the process proceeds to S10b.

S9b: When the allocation is successful, the task with the successful allocation is deleted from the task list and the task queue 22.
S10b: In the task mode, it is determined whether or not the next priority task exists in the task list. For example, in the situation where the tasks are stored in the task list in the order of “customer B acceptance task”, “customer C application task”, “customer A review task”, “customer D contract task” in S7b, When the operator is successfully assigned to the priority task “acceptance task for customer B”, the next priority task is the second “application task for customer C”.

As a result of the determination, if the next priority task exists, the process proceeds to S11b, and if not, the process ends.
S11b: When the next priority task exists, the transaction management server 8 determines whether or not a predetermined processing time has elapsed within a predetermined processing time. The predetermined processing time is a time previously stored in the storage unit in the transaction management server 8, and each process is executed in order to execute other processes to be processed by the control unit of the transaction management server 8 in a time-sharing manner. The allocated processing time. Note that if the number of tasks registered in the task queue 22 is large or the number of operators registered in the task executable list 23 is large, the predetermined processing time may be exceeded.

If it is determined that the predetermined processing time has not elapsed, the process proceeds to S3b, and a process of assigning the next priority task to the operator is performed. On the other hand, if it is determined that the predetermined processing time has elapsed, the process is terminated.
As described above, when the transaction management server 8 determines that the number of operators capable of processing tasks is smaller than the number of tasks waiting for processing, the processing time is shortened by preferentially assigning tasks to the operators. Can reduce customer waiting time.

Next, display of task and operator statistical information will be described.
The transaction management server 8 generates a task statistics information display screen 70 shown in FIG. 7 from the information stored in the task queue 22 and the transaction management database 7.
In FIG. 7A, the task statistics information display screen 70 is assigned with a task 71 for displaying the type of task, a waiting task 72 for displaying the number of tasks waiting to be processed by the operator, and task processing. This screen is composed of a standby OP 73 for displaying the number of operators waiting to be received, an execution OP 74 for displaying the number of operators executing task processing, a status 75 for displaying a shortage of operators, and the like.

The task 71 is displayed as task A, task B, task C, task D, or task Z in FIG. 7 for the sake of convenience. In this embodiment, the task 71 represents a task such as reception, application, examination, or contract.
The waiting task 72, the waiting OP 73, the execution OP 74, the status 75, and the like are displayed for each task 71. The waiting task 72 stores the number of tasks registered in the task queue 22, and the waiting OP 73 is stored in the transaction management database 7. The number of operators who can execute the specified task and are not executing other tasks, and the execution OP 74 is an operator who is executing the task processing stored in the transaction management database 7 The number of persons shall be indicated.

In the status 75, for example, “ALERT” is displayed when the waiting task 72 exceeds the waiting OP 73, and “NG” is displayed when the waiting OP 73 becomes zero.
Here, the task 71 whose status 75 is “ALERT”, the waiting task 72, the waiting OP 73, the execution OP 74, the status 75, etc. are displayed in yellow, and the task 71 whose waiting status 75 is “NG”, the waiting task 72, The standby OP 73, execution OP 74, status 75, etc. may be displayed in red.

Further, a message such as “Currently operating in [operator mode]” is displayed to indicate that it is operating in operator mode or task mode.
In addition, by pressing the overflow task button 76 of the search condition button, the task 71 whose status 75 is “ALERT” or “NG” is extracted and displayed as shown in FIG. 7B.

For example, the task statistics information display screen 70 is generated by the transaction management server 8 upon receiving a request from the transaction management terminal 9, and returns the screen data to the transaction management terminal 9. The transaction management terminal 9 displays the received task statistical information display screen 70 on the display unit, and the administrator can know the shortage of operators.
When the update button 77 on the task statistics information display screen 70 is pressed, the transaction management terminal 9 transmits a message requesting the task statistics information display screen 70 to the transaction management server 8, and the statistics information display screen 70 displays the message. The displayed content shall be updated.

As described above, in this embodiment, a customer terminal operated by a customer can be handled by a center terminal operated by an operator who does not correspond to the customer among a plurality of center terminals operated by the operator. The effect that the waiting time can be reduced is obtained.
In addition, there is no limitation on the number of customers handled by one operator, and an effect that the probability that an operator's idle time occurs can be reduced can be obtained.

Furthermore, by changing the operation like the operator mode or the task mode according to the autumn situation of the operator, when the number of operators is small, the tasks that form a queue are preferentially assigned to the tasks from the tasks that have available space. The effect that the waiting time of the operator can be reduced is also obtained.
Furthermore, by monitoring the status of the task queue and transaction management database and displaying task statistical information, the administrator can replenish the task at an appropriate time to the task that the operator is chronically lacking. The effect that the delay of the customer's transaction time caused by the overflow condition can be prevented.

Furthermore, it is no longer necessary for a single operator to perform a series of operations such as reception, application, examination and contract, and it is possible to deal with transactions conducted by customers with operators having only specific business knowledge and operation knowledge. An effect is obtained. As a result, it is possible to reduce the training cost for operators for companies.
In addition, a series of transactions performed by the customer can be handled by a plurality of operators, so that the operator can be prevented from cheating or operating mistakes.

The block diagram which shows the structure of the unmanned contract system in an Example The block diagram which shows the structure of the transaction management server in an Example The block diagram which shows the structure of the transaction management database in an Example Flowchart showing task registration processing in the embodiment Flowchart showing task assignment processing in the embodiment Explanatory drawing which shows the transaction management database after the task assignment process in an Example Explanatory drawing of the task statistics information display screen in the embodiment

Explanation of symbols

DESCRIPTION OF SYMBOLS 1 Customer terminal 2 Communication line 3 Center terminal 4 Core server 5 Customer information database 6 Operation management server 7 Transaction management database 8 Transaction management server 9 Transaction management terminal 21 Transaction processing part 211 Transaction table 22 Task queue 23 Task executable list 24 Distribution Processing part

Claims (4)

In an unattended contract system in which a customer terminal operated by a customer and a plurality of center terminals operated by an operator are provided, and a transaction message is transmitted and received between the plurality of customer terminals and the center terminal via a communication line to perform a transaction.
In association with an operator ID for identifying an operator who operates the center terminal, center terminal identification information for identifying the center terminal operated by the operator and task execution availability information indicating whether the task is divided into a plurality of stages are stored. A transaction management database;
A task queue for storing the requested task in association with customer terminal identification information for identifying the requesting customer terminal;
A management server having a communication control unit for transmitting and receiving information via a communication line;
As a result of comparing the number of operator IDs that can be executed by the management server indicated by the task execution availability information stored in the transaction management database with the number of tasks stored in the task queue, the number of operator IDs Is determined to be less than the number of tasks, the task queue is searched based on the executable tasks stored in the transaction management database, and customer terminal identification information waiting for processing of the tasks is extracted and the transaction An unattended contract system characterized in that center terminal identification information capable of executing the task is extracted from a management database, and the customer terminal and the center terminal communicate with each other to process the task. In the unmanned contract system of claim 1,
As a result of the management server comparing the number of task executable operator IDs stored in the transaction management database with the number of tasks stored in the task queue, the number of operator IDs is equal to or greater than the number of tasks. When the determination is made, the task execution availability information in the transaction management database is searched based on the task stored in the task queue, the center terminal identification information capable of executing the task is extracted, and the processing of the task from the task queue is performed. The unattended contract system is characterized in that customer terminal identification information waiting for is extracted, the customer terminal communicates with the center terminal, and the task is processed. In the unmanned contract system according to claim 1 or claim 2,
The management server is configured to generate, for each task, task statistical information including the number of tasks stored in the task queue and the number of operators capable of executing the task stored in the transaction management database. A feature of unattended contract system. In the unmanned contract system of claim 3,
Providing a transaction management terminal for displaying on the display unit the transaction execution status performed at the customer terminal and the center terminal;
An unattended contract system, wherein the task statistical information is displayed on a display unit of the transaction management terminal.