History management apparatus, history management method and history management program

摘要

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.

主权项

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, generating the first display image further comprising:
determining, whether or not audio recording data is available for each response state indicating talking, andcolor-coding each response state indicating talking in the first display image according to whether or not audio recording data is available; andcausing the first display image to be displayed on a display unit.