Assignment management apparatus, assignment management method, and assignment management program

摘要

An assignment management apparatus includes: a traffic acquisition unit that acquires traffic per unit time; a storage unit that stores traffic per unit time when an operator is assigned, as traffic upon assignment, in association with the operator and an assignment sequence, and stores traffic per unit time when the assignment is canceled, as traffic upon cancellation; a processing capacity calculation unit that calculates difference between the traffic upon assignment of the operator and traffic upon assignment of an operator whose assignment sequence is next to the operator, as processable traffic of operators; and a determination unit that determines that it is timing to cancel assignment of an operator, in a case in which the traffic per unit time is decreased by the processable traffic calculated for the operator from the traffic upon cancellation.

主权项

1. An assignment management apparatus, comprising:
a traffic acquisition unit that acquires traffic per unit time at a contact center; a first storage unit that stores, for each of two or more temporarily assigned operators, the traffic per unit time at a time of assignment as traffic upon assignment of each operator in association with an identifier of each operator and an assignment sequence of each operator; a second storage unit that stores the traffic per unit time when assignment of any of the two or more operators is canceled, as traffic upon cancellation of the operator whose assignment is cancelled; a processing capacity calculation unit that calculates difference between the traffic upon assignment of a first operator of the two or more operators and traffic upon assignment of a second operator of the two or more operators whose assignment sequence is next to the first operator, as processable traffic that indicates a processing capacity of the first operator; a determination unit that determines that it is time to cancel assignment of the first operator, in a case in which the traffic per unit time is decreased by the processable traffic calculated for the first operator; and wherein the determination unit determines that it is time to cancel assignment in a sequence reverse to the assignment sequence.