SYSTEM AND METHOD FOR CALCULATING AND DISPLAYING ESTIMATED WAIT TIMES FOR TRANSACTION REQUEST BASED ON THE SKILL REQUIRED TO PROCESS THE TRANSACTION REQUEST
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Accused Products
Abstract
A reception management system for handling transactions includes a plurality of ACMs (Automated Contract/Consulting Terminals) for receiving procedure requests for predetermined transactions from customers, a plurality of ROTs (Remote Operation Terminals) to be employed by an operator for handling the procedure requests, a server for storing information for managing the operators for each transaction skill, and information about queues formed for each transaction skill upon a procedure request accepted from an ACM, and a queue monitoring terminal for monitoring the queues by receiving information from the SACD server.
107 Citations
19 Claims
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1-10. -10. (canceled)
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11. ) A management server, comprising:
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a request receiving unit for receiving a connection request for a transaction from a customer terminal connected to the request receiving unit; a status receiving unit for receiving information that an operator having a predetermined transaction skill can handle the transaction at an operator terminal connected to the status receiving unit; a queue setting unit for setting a queue for said customer terminal sending the connection request; and an allocation unit for allocating the operator terminal to the customer terminal in said queue based on said transaction skill. - View Dependent Claims (12, 13)
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14-15. -15. (canceled)
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16. ) A method of assigning an operator terminal, comprising the steps of:
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receiving a connection request from a customer terminal that requests execution of a predetermined transaction requiring an operator'"'"'s response; assigning an operator terminal of an operator that can handle the requested transaction based on previously entered information about transaction skills of the operator, to said customer terminal; and
adding the customer terminal to a queue if an operator that can handle the requested transaction cannot be found. - View Dependent Claims (17, 18)
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19. ) A storage medium storing a program code to be executed by a computer, said program code enabling said computer to perform the steps of:
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receiving a connection request from a customer terminal that requests execution of a predetermined transaction requiring an operator'"'"'s response; assigning an operator terminal of an operator that can handle the requested transaction based on previously entered information about transaction skills of the operator, to said customer terminal; and adding the customer terminal to a queue created for each transaction if an operator that can handle the requested transaction cannot be found.
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Specification