History management apparatus, history management method and history management program

摘要

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.

主权项

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, andfor 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; anda display control function that causes the display image to be displayed on a display unit.