Respondent-information output apparatus, respondent-information output method, and computer product
AssigneeFujitsu Limited
InventorHideki Yamanaka
Life of this patent
Estimating the term…
Abstract
Log information indicative of a response operation performed by an agent belonging to a first line is stored in an agent state log, and a statistical-data accumulating unit calculates a total of handling time and a transfer probability included in the log information stored in the agent state log and stores the total of the accumulated handling time and transfer probability in a agent statistical data. An agent-state monitoring unit updates a transfer probability list in agent state data based on the total handling time and the transfer probability, and a routing engine unit estimates the number of agents to be needed in the future in a second line based on the transfer probability.
Claims20
A computer-readable recording medium that stores therein a computer program for outputting information on a plurality of first respondents who belong to a first respondent group and on a plurality of second respondents who belong to a second respondent group, the first respondents performing a first response operation for responding to a customer, the second respondents performing a second response operation for responding to the customer by taking over the first response operation, the computer program causing a computer to execute:
- collecting log information about the first response operation performed by each of the first respondents;
- generating expected information about a third respondent to be needed in future in the second respondent group as the second respondent based on the log information;
- and
- outputting the expected information.
A method of outputting information on a plurality of first respondents who belong to a first respondent group and on a plurality of second respondents who belong to a second respondent group, the first respondents performing a first response operation for responding to a customer, the second respondents performing a second response operation for responding to the customer by taking over the first response operation, the method comprising:
- collecting log information about the first response operation performed by each of the first respondents;
- generating expected information about a third respondent to be needed in future in the second respondent group as the second respondent based on the log information;
- and
- outputting the expected information.
A respondent-information output apparatus that outputs information on a plurality of first respondents who belong to a first respondent group and on a plurality of second respondents who belong to a second respondent group, the first respondents performing a first response operation for responding to a customer, the second respondents performing a second response operation for responding to the customer by taking over the first response operation, the respondent-information output apparatus comprising:
- a storing unit that stores therein log information about the first response operation performed by each of the first respondents;
- a generating unit that generates expected information about a third respondent to be needed in future in the second respondent group as the second respondent based on the log information stored in the storing unit;
- and
- an outputting unit that outputs the first expected information generated by the generating unit.
Dependencies are inferred from the claim text.