METHOD AND DEVICE FOR CALCULATING WORK STAND-BY TIME FROM CURRENT PROCESSING STAGE OF PRECEDING WORK ITEM

摘要

PURPOSE: A method and a device are provided to improve reliability and to accomplish the accuracy of a calculated value within several seconds by estimating a time up to the processing completion of an item from acquisition information and using the estimated time as predictive data for the stand-by time of a plurality of items waiting for being processed. CONSTITUTION: Each agent station (11) is provided with one or more actuators. Each of the actuators is programmed to generate an event with which a stand-by time prediction function (22) can refer to how long calling processing that is currently processed in the station (11) continues when started. The function (22) predicts that other processing is in an available state from call history data stored in a call management system (13). They offer an additional data point used for stand-by time prediction in a queue (21) to the function (22) with keys (17 to 19). Thus, the prediction becomes more accurate.