History management apparatus, history management method and history management program
First Claim
Patent Images
1. A history management apparatus, comprising:
- an interface that acquires a plurality of fragment data sets, each of which includes a call identifier, an action of a switchboard to a call identified by the call identifier, and an execution time of the action;
a storage unit storing a history management program; and
a control unit configured to execute the history management program including;
a history generation function that generates a plurality of historical data sets indicating a history of response states to a respective plurality of calls bysorting the plurality of fragment data sets by call identifier, andfor each call of the plurality of calls, determining a sequence of response states and duration of each of the sequence of response states,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;
an image generation function that generates data of a display image indicating the history of response states for a selected call from the plurality of calls, based on the corresponding historical data set; and
a display control function that causes the display image to be displayed on a display unit.
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Abstract
A history management apparatus that includes: a history storage part that stores a historical data set indicating a history of response states including transfer among a plurality of agents to one call; an image generation part that generates data of a display image that integrates the history of response states of the plurality of agents 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.
11 Citations
8 Claims
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1. A history management apparatus, comprising:
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an interface that acquires a plurality of fragment data sets, each of which includes a call identifier, an action of a switchboard to a call identified by the call identifier, and an execution time of the action; a storage unit storing a history management program; and a control unit configured to execute the history management program including; a history generation function that generates 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, 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; an image generation function that generates data of a display image indicating the history of response states for a selected call from the plurality of calls, based on the corresponding historical data set; and a display control function that causes the display image to be displayed on a display unit. - View Dependent Claims (2, 3, 4, 5, 8)
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6. A history management method executed by a computer, the method comprising the steps of:
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acquiring a plurality of fragment data sets, each of which includes a call identifier, an action of a switchboard 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, 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; generating data of a display image indicating the history of response states for a selected call from the plurality of calls, based on the corresponding historical data set; and displaying the display image on a display unit.
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7. A non-transitory computer-readable medium encoded with a history management program that, when executed by a computer, causes the computer to perform actions comprising:
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acquiring a plurality of fragment data sets, each of which includes a call identifier, an action of a switchboard 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, 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; generating data of a display image indicating the history of response states for a selected call from the plurality of calls, based on the corresponding historical data set; and displaying the display image on a display unit.
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Specification