HISTORY MANAGEMENT APPARATUS, HISTORY MANAGEMENT METHOD AND HISTORY MANAGEMENT PROGRAM

• US 20160014275A1
• Filed: 09/22/2015
• Published: 01/14/2016
• 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 9,473,633 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• 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
• 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: a control unit; and a storage unit that stores a history management program that, when executed by the control unit, causes the history management apparatus to perform actions including: acquiring a plurality of fragment data sets, an action of a contact center to a call, and an execution time of the action; generating a plurality of historical data sets indicating a history of response states to a respective plurality of calls and, for each call of the plurality of calls, determining a sequence of response states and duration of each of the sequence of response states; generating a display image indicating the history of response states for a selected call from the plurality of calls based on the historical data set for the selected call; and causing the display image to be displayed on a display unit.

Claims

1. A history management apparatus, comprising:

a control unit; and

a storage unit that stores a history management program that, when executed by the control unit, causes the history management apparatus to perform actions including;

acquiring a plurality of fragment data sets, each of which includes a call identifier, an action of a contact center to a call identified by the call identifier, and an execution time of the action;

generating a plurality of historical data sets indicating a history of response states to a respective plurality of calls by sorting the plurality of fragment data sets by call identifier and, for each call of the plurality of calls, determining a sequence of response states and duration of each of the sequence of response states;

generating a first display image indicating the history of response states for a selected call from the plurality of calls based on the historical data set for the selected call; and

causing the display image to be displayed on a display unit.

2. The history management apparatus of claim 1, wherein acquiring a plurality of fragment data sets further comprises:

acquiring the plurality of fragment data sets via a network interface unit coupled to the control unit.

3. The history management apparatus of claim 1, wherein, the first display image indicates the history of response states for the selected call arranged in a time series according to the duration of each of the response states.

4. The history management apparatus of claim 1, the actions performed further including:

generating a second display image in which the historical data sets related to one or more calls are displayed as a list.

5. The history management apparatus of claim 1, the actions performed further including:

accepting a search criterion via an operator interface and extracting historical data satisfying the search criterion, and

generating a third display image in which the extracted historical data is displayed as a list.

6. The history management apparatus of claim 1, wherein, for each call transferred between two or more agents, the corresponding historical data set integrates the response states for the two or more agents.

7. The history management apparatus of claim 1, wherein the first display image indicates one or more recorded portions of the selected call and includes respective links to replay respective recordings of each of the one or more recorded portions.

8. The history management apparatus of claim 7, the actions performed further including:

upon selection of one of the links included in the first display image, replaying an audio recording associated with the selected link from the memory.

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

acquiring a plurality of fragment data sets, each of which includes a call identifier, an action of a contact center to a call identified by the call identifier, and an execution time of the action;

generating a plurality of historical data sets indicating a history of response states to a respective plurality of calls by sorting the plurality of fragment data sets by call identifier and, for each call of the plurality of calls, determining a sequence of response states and duration of each of the sequence of response states;

generating a first display image indicating the history of response states for a selected call from the plurality of calls based on the historical data set for the selected call; and

causing the display image to be displayed on a display unit.

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

acquiring a plurality of fragment data sets, each of which includes a call identifier, an action of a contact center to a call identified by the call identifier, and an execution time of the action;

generating a plurality of historical data sets indicating a history of response states to a respective plurality of calls by sorting the plurality of fragment data sets by call identifier and, for each call of the plurality of calls, determining a sequence of response states and duration of each of the sequence of response states;

generating a first display image indicating the history of response states for a selected call from the plurality of calls based on the historical data set for the selected call; and

causing the display image to be displayed on a display unit.