History management apparatus, history management method and history management program

• US 9,973,631 B2
• Filed: 09/21/2016
• Issued: 05/15/2018
• 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:
  US15/272,009
• Publication Number:
  US 20170013125A1
• Time in Patent Office: 601 Days
• Field of Search: None
• 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: 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 first display image indicating the history of response states for one or more calls from the plurality of calls at the position of a corresponding time within a region indicating a designated time slot based on the historical data sets; and causing the display image to be displayed on a display unit.

Claims

1. A history management system, comprising:

a telephone switchboard;

a control unit;

a display unit; and

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

acquiring a plurality of fragment data sets from the telephone switchboard, each of which includes a call identifier, an action of the telephone 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 for individual calls from a plurality of calls connected by the telephone switchboard 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 including one or more timelines indicating the history of response states for one or more calls from the plurality of calls based on the historical data sets; and

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

2. The history management system of claim 1, further comprising:

a network interface unit coupled to the control unit,

wherein acquiring the plurality of fragment data sets comprises receiving the plurality of fragment datt sets from the telephone switchboard via a network and the network interface unit.

3. The history management system 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 system 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 system 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 system 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 system 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 system 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.

11. The history management system of claim 1, wherein a scale and range of the one or more timelines in the first display image are variable.

12. The history management system of claim 11, the actions performed further including:

accepting an instruction to magnify or reduce the scale of the one or more timelines in the first display image.

13. The history management system of claim 1, wherein the telephone switchboard is one of a private branch exchange (PBX) and a computer telephony integration (CTI) apparatus.

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

connecting a plurality of calls;

generating a plurality of fragment data sets, each of which includes a call identifier, an action of the telephone 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 for individual calls from the plurality of calls connected by the telephone switchboard 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 including one or more timelines indicating the history of response states for one or more calls from the plurality of calls based on the historical data sets; and

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

10. A non-transitory computer-readable medium encoded with a history management program for a computer coupled to a telephone switchboard, the history management program causing the computer to execute the steps of:

acquiring a plurality of fragment data sets from the telephone switchboard, each of which includes a call identifier, an action of the telephone 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 for individual calls from a plurality of calls connected by the telephone switchboard 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 including one or more timelines indicating the history of response states for one or more calls from the plurality of calls based on the historical data sets; and

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