History management apparatus, history management method and history management program

A history management method executed by a computer, comprising the steps of:

• acquiring a plurality of fragment data sets, each of which includes a call identifier, an action of a contact center to a call identified by the call identifier, and an execution time of the action;
• generating a plurality of historical data sets indicating a history of response states to a respective plurality of calls by sorting the plurality of fragment data sets by call identifier and, for each call of the plurality of calls, determining a sequence of response states and duration of each of the sequence of response states;
• generating a first display image indicating the history of response states for one or more calls from the plurality of calls at the position of a corresponding time within a region indicating a designated time slot based on the historical data sets;
• and
• causing the display image to be displayed on a display unit.

A non-transitory computer-readable medium encoded with a history management program for enabling a computer to execute the steps of:

• acquiring a plurality of fragment data sets, each of which includes a call identifier, an action of a contact center to a call identified by the call identifier, and an execution time of the action;
• generating a plurality of historical data sets indicating a history of response states to a respective plurality of calls by sorting the plurality of fragment data sets by call identifier and, for each call of the plurality of calls, determining a sequence of response states and duration of each of the sequence of response states;
• generating a first display image indicating the history of response states for one or more calls from the plurality of calls at the position of a corresponding time within a region indicating a designated time slot based on the historical data sets;
• and
• causing the display image to be displayed on a display unit.