ADMINISTRATION PARAMETER COLLECTION/OPTIMIZATION APPARATUS AND METHOD

摘要

An administration parameter collection/setting apparatus and an administration parameter optimization apparatus used in an administration parameter optimization system for supporting optimization of administration parameters of a contact center. The administration parameter collection/setting apparatus includes a secret administration paramger generation unit for excluding secret inforamtion from the administration parameters and generating secret administration parameters. The administration parameter optimization apparatus includes a simulation unit fopr performing a simulation using the secret administration parameter. Moreover, the administration parameter optimization apparatus further includes a case accumulation unit for accumulating a simulation result and a secret administration parameter while correlating them as a case in a case database and a similar case search unit for searching for a similar case from the cases accumulated in the case database and transmitting it to the administration parameter collection/setting apparatus.