History management apparatus, history management method and history management program

• US 9,065,907 B2
• Filed: 08/14/2013
• Issued: 06/23/2015
• 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
• Primary Examiner(s): Hong, Harry S
• Application Number:
  US13/967,173
• Publication Number:
  US 20140050312A1
• Time in Patent Office: 678 Days
• Field of Search: 37926503-26508
• 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 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 interface that acquires 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;

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;

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 historical data set for the selected call, the display image indicating one or more recorded portions of the selected call and including respective links to replay respective recordings of each of the one or more recorded portions; and

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

2. The history management apparatus according to claim 1, wherein, for one or more calls related to a predetermined agent, respectively, the image generation function 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.

3. The history management apparatus according to claim 1, wherein the image generation function generates data of a display image in which the historical data related to one or more calls respectively is displayed as a list.

4. The history management apparatus according to claim 3, the history management program further comprising an extraction function that accepts an input of a search criterion, and extracts historical data satisfying the search criterion,

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

5. 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 data of 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, the display image indicating one or more recorded portions of the selected call and including respective links to replay respective recordings of each of the one or more recorded portions; and

displaying the display image on a display unit.

6. 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 the call identifiers, 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 data of 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, the display image indicating one or more recorded portions of the selected call and including respective links to replay respective recordings of each of the one or more recorded portions; and

displaying the display image on a display unit.