History Management Apparatus, History Management Method And History Management Program

• US 20140050312A1
• Filed: 08/14/2013
• Published: 02/20/2014
• Est. Priority Date: 08/17/2012
• Status: Active Grant

• Current Assignee: P&W Solutions Co. Ltd.
• Original Assignee: P&W Solutions Co. Ltd.
• Inventors: Omiya, Toshiyuki
• Granted Patent: US 9,065,907 B2
• Time in Patent Office: Days
• US Class Current: 379/265.06
• CPC Class Codes: G06F 16/219 Managing data history or versioning querying versioned data G06F16/2474; querying temporal data G06F16/2477
• CPC Class Codes: H04M 2203/256 comprising a service specific user interface
• CPC Class Codes: H04M 2203/301 Management of recordings
• CPC Class Codes: H04M 2203/401 Performance feedback
• CPC Class Codes: H04M 2203/551 Call history recording a computer conference H04L12/1831
• CPC Class Codes: H04M 3/2218 Call detail recording
• CPC Class Codes: H04M 3/42059 Making use of the calling party identifier
• CPC Class Codes: H04M 3/42221 Conversation recording systems at the subscriber's set H04M1/656
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements

Abstract

A history management apparatus that includes: an acquisition part that acquires a fragment data set indicating an action of a switchboard to a call, and an execution time of the action; a history generation part that generates a historical data set indicating a history of response states of an agent to one call, from a plurality of fragment data sets acquired; an image generation part that generates data of a display image indicating the history of response states of the agent to the one call, based on the historical data set; and a display control part that causes the display image to be displayed on a display unit.

Claims

1. A history management apparatus, comprising:

an acquisition part that acquires a fragment data set indicating an action of a switchboard to a call, and an execution time of the action;

a history generation part that generates a historical data set indicating a history of response states of an agent to one call, from a plurality of fragment data sets acquired by the acquisition part;

an image generation part that generates data of a display image indicating the history of response states of the agent to the one call, based on the historical data set; and

a display control part that causes the display image to be displayed on a display unit.

2. The history management apparatus according to claim 1, wherein the historical data set includes a duration or number of times of each of the response states.

3. The history management apparatus according to claim 2, wherein, for one or more calls related to a predetermined agent, respectively, the image generation part generates data of a display image in which corresponding history of the response states is arranged in a time series according to the duration of each of the response states.

4. The history management apparatus according to claim 1, wherein the image generation part generates data of a display image in which a link to audio recording data recording talking of the agent is associated with the response state that is corresponding.

5. The history management apparatus according to claim 2, wherein the image generation part generates data of a display image in which the historical data related to one or more calls respectively is displayed as a list.

6. The history management apparatus according to claim 5, further comprising an extraction unit that accepts an input of a search criterion, and extracts historical data satisfying the search criterion,

wherein the image generation part generates data of a display image in which historical data extracted by the extraction unit is displayed as a list.

7. A history management method executed by a computer, the method comprising the steps of:

acquiring a fragment data set indicating an action of a switchboard to a call, and an execution time of the action;

generating a historical data set indicating a history of response states of an agent to one call, from a plurality of fragment data sets acquired in the acquiring step;

generating data of a display image indicating the history of response states of the agent to the one call, based on the historical data set; and

displaying the display image on a display unit.

8. A non-transitory computer-readable medium encoded with a history management program for enabling a computer to execute the steps of:

acquiring a fragment data set indicating an action of a switchboard to a call, and an execution time of the action;

generating a historical data set indicating a history of response states of an agent to one call, from a plurality of fragment data sets acquired in the acquiring step;

generating data of a display image indicating the history of response states of the agent to the one call, based on the historical data set; and

displaying the display image on a display unit.