| 摘要 |
PROBLEM TO BE SOLVED: To materialize case classification and configuration information of non-handling hours and incident reports by handling category and handling department, and utilize a policy file for tabulation in order to efficiently provide service quality assurance.SOLUTION: A tabulation system 30 retrieves incident information 21 and calculates respectively a number of incident cases and an average handling time corresponding to the retrieval item, on the basis of a condition item to be outputted to a tabulation report 32 inputted to a policy file 31 and configuration information 23 stored in a system management database 22. Subsequently, there is added to the report an item which is calculated from a condition inputted to the policy file 31 of one item for calculating a proportion of the incident cases (incident case number ratio) and from the configuration information 23 stored in the system management database 22. These processes are repeatedly executed a condition number of times defined in the policy file 31 and output as a tabulation report. |
