SERVER DISPLAYING STATUS OF OPERATOR USING SEAT LAYOUT, TERMINAL FOR MANAGER, SYSTEM, AND METHOD
First Claim
1. A server, which is connected via a communication line to operator terminals including a telephone function and a manager terminal including a display unit in a contact center, the server having in a memory unit:
- an operator identification table for storing data that enables identification of operators operating the operator terminals on an hourly basis by associating seat IDs uniquely indicating the operator terminals and operator IDs identifying the operators operating the operator terminals; and
a layout table for storing layout data that indicates layout locations of the operator terminals based on the seat IDs, the server comprising;
a unit configured to receive operational status data, which is transmitted from the operator terminals, and which indicates operational statuses of the operator terminals, together with the seat IDs;
a unit configured to read the layout data from the layout table; and
a unit configured to generate display data based on the seat IDs from the read layout data to display a seat layout image indicating operational statuses that are different depending on types of the received operational status data, and to transmit the display data to the manager terminal.
1 Assignment
0 Petitions
Accused Products
Abstract
A server (10) is connected to a terminal (13) for an operator and a terminal (12) for a manager through a network (14), receives operation situation data representing the operation situation of the terminal (13) transmitted from the terminal (13) together with the seat ID, creates display data for displaying an image of the seat layout representing the operation situation different with the type of the received operation situation data according to the seat ID from the layout data read out of a storage unit (120) of the server (10), and transmits the display data to the terminal (12).
78 Citations
22 Claims
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1. A server, which is connected via a communication line to operator terminals including a telephone function and a manager terminal including a display unit in a contact center, the server having in a memory unit:
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an operator identification table for storing data that enables identification of operators operating the operator terminals on an hourly basis by associating seat IDs uniquely indicating the operator terminals and operator IDs identifying the operators operating the operator terminals; and a layout table for storing layout data that indicates layout locations of the operator terminals based on the seat IDs, the server comprising; a unit configured to receive operational status data, which is transmitted from the operator terminals, and which indicates operational statuses of the operator terminals, together with the seat IDs; a unit configured to read the layout data from the layout table; and a unit configured to generate display data based on the seat IDs from the read layout data to display a seat layout image indicating operational statuses that are different depending on types of the received operational status data, and to transmit the display data to the manager terminal. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A manager terminal, which is connected via a communication line to a server communicably connected to operator terminals having a telephone function in a contact center, and which includes a display unit, the manager terminal comprising:
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a unit configured to receive display data, which is transmitted from the server, to display a seat layout image showing operational statuses that are different depending on types of operational status data indicating operational statuses of the operator terminals; and a unit configured to display the seat layout image on the display unit based on the received display data. - View Dependent Claims (14, 15, 16, 17, 18, 19)
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20. (canceled)
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21. A system, for a contact center, including operator terminals including a telephone function, a manager terminal including a display unit, and a server connected via a communication line to the operator terminals and the manager terminal, the system comprising:
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wherein the computer includes, a memory unit including an operator identification table for storing data that enables identification of operators operating the operator terminals on an hourly basis by associating seat IDs uniquely indicating the operator terminals and operator IDs identifying the operators operating the operator terminals; and
a layout table for storing layout data that indicates layout locations of the operator terminals based on the seat IDs;a unit configured to transmit, by the operator terminals, operational status data indicating operational statuses of the operator terminals, together with the seat IDs; a unit configured to receive the operational status data, by the server; a unit configured to read the layout data from the layout table, by the server; a unit configured to generate, by the server, display data based on the seat IDs from the read layout data to display a seat layout image indicating operational statuses that are different depending on types of the received operational status data, and transmitting the display data to the manager terminal; a unit configured to receive the display data, by the manager terminal; and a unit configured to display, by the manager terminal, the seat layout image on the display unit based on the display data.
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22. (canceled)
Specification