JP2006031487A - Inquiry response system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide an inquiry response system that can efficiently take over a response work by the takeover of status information besides at least part of search results and communication results. <P>SOLUTION: In response work on the inquiry response system comprising a first terminal for responding to a customer's inquiry and a second terminal capable of taking over inquiry information from the first terminal, the first terminal searches a database for information relating to the inquiry, communicates with another terminal, displays the search results and communication results on an information display part, records status information about the inquiry, and sends at least a part of the search results and communication results and the status information to another computer to take over the response, and the second terminal receives the information to take over the answering work. <P>COPYRIGHT: (C)2006,JPO&NCIPI

Description

  The present invention relates to a technique for supporting an operator's response work corresponding to an inquiry from a customer.

Conventionally, corporate call centers and support centers respond to questions and consultations about products from customers by telephone or the like.
Such handling operations are becoming increasingly important as various inquiries are generated as products become multifunctional and product cycles are shortened. For this reason, product information and FAQ (frequently
(questioned questions) as a database, and a system for supporting corresponding work has been proposed (Patent Documents 1 to 3).
Japanese Patent Laid-Open No. 11-175599 Japanese Patent Laid-Open No. 2001-77921 JP 2004-120100 A

  In the system as described above, the operator takes a call from the customer and listens to the contents of the inquiry to deal with it. Sometimes take over the corresponding work to the person in charge who can handle the inquiries.

Conventionally, in order to take over the corresponding work, it is common for the operator to temporarily hold the call, explain the inquiry contents to the person in charge of the transfer destination, and then transfer the call to this person in charge.
For this reason, it takes time to take over, causing the customer to wait for a long time, and there is a problem that the burden on the handing over of the operator is large.
On the other hand, a system that automatically determines the takeover of such a response work has also been proposed (Patent Document 1), but even if the takeover is simply performed automatically, the person who took over does not know the background until then, There was a problem that the person in charge who took over would re-inquire the contents of the inquiry.

  The present invention has been made in consideration of the above-described problems, and provides a technique that enables an efficient response work to be taken over by taking over status information together with at least a part of a search result and a communication result. Is an issue.

The present invention employs the following means in order to solve the above problems. That is, the present invention is
An inquiry response system comprising a first terminal corresponding to an inquiry from a customer and a second terminal capable of taking over the inquiry information of the first terminal,
The first terminal is
A search unit for searching information related to the query from the database;
A communication unit that communicates with other terminals;
A display control unit for displaying the search result of the search unit and the communication result of the communication unit on the information display unit;
A status storage unit that records status information of the inquiry;
A handover unit that transmits at least part of the search result of the search unit and the communication result of the communication unit and the status information to another computer and takes over the correspondence;
The second terminal is
A communication unit communicating with the first terminal;
An undertaking unit for receiving at least a part of a search result and a communication result and the status information from the takeover unit of the first terminal;
A display control unit that displays at least a part of the search result and the communication result on an information display unit based on the situation information.

The information display unit of the first terminal includes three screens, and the display control unit displays the search result of the search unit and the communication result of the communication unit at a predetermined position in the three screens. good.
The system includes a light emitting unit indicating a response status of the inquiry,
The display control unit may cause the light emitting unit to emit light in a predetermined pattern based on the status information.

The inquiry handling system further comprises a management device for managing the handling status of the first terminal,
The management device is
A status receiving unit for receiving status information of a plurality of first terminals;
A counting unit for counting at least a part of the response rate, abandon rate, waiting number of people, waiting time, number of incoming calls from the status information;
You may provide the display part which displays this total result. Note that the display unit may display a predetermined number of incoming calls every predetermined time as a bar graph.

When the search unit searches the database, find the matching degree and the number of adoption of the search,
The display control unit may display the search results in an order corresponding to the degree of coincidence of the search and the number of times of adoption.

Also, the inquiry handling method of the present invention is:
A method performed by an inquiry handling system comprising a first terminal corresponding to an inquiry from a customer and a second terminal capable of taking over inquiry information of the first terminal,
The first terminal is
A retrieval step for retrieving information related to the query from the database;
A communication step for communicating with other terminals;
A display control step for displaying the search result of the search step and the communication result of the communication step on the information display unit;
A status storage step for recording status information of the inquiry;
A takeover step of transmitting the search result of the search step and the communication result of the communication step and the situation information to another computer and taking over the correspondence;
The second terminal is
A communication step of communicating with the first terminal;
An undertaking step of receiving at least a part of a search result and a communication result and the status information from the takeover step of the first terminal;
And a display control step of displaying at least a part of the search result and the communication result on the information display unit based on the status information.

  In the inquiry handling method, the information display unit of the first terminal includes three screens, and the display control step displays the search results of the search steps and the communication results of the communication steps in the three screens. It may be displayed at a predetermined position.

The system includes a light emitting unit indicating a response status of the inquiry,
The display control step may cause the light emitting unit to emit light in a predetermined pattern based on the status information.

The system includes a voice communication step of receiving a voice signal of an inquiry from a customer terminal and a customer and transmitting a voice signal of an answer,
In the takeover step, at least a part of the search result and the communication result may be taken over, and the reception destination of the audio signal from the customer may be switched to the second terminal.

The inquiry handling system further comprises a management device for managing the handling status of the first terminal,
The management device is
A status receiving step of receiving status information of a plurality of first terminals;
A counting step of counting at least a part of the response rate, abandon rate, waiting number of people, waiting time, number of incoming calls from the status information;
You may provide the display part which displays this total result. Note that the display unit may display a predetermined number of incoming calls every predetermined time as a bar graph.

In the search step, when searching the database, the degree of matching and the number of hires are determined.
In the display control step, the search results may be displayed in an order corresponding to the degree of coincidence of the search and the number of times of adoption.
Moreover, the inquiry corresponding program of the present invention is:
A program executed by an inquiry handling system including a first terminal corresponding to an inquiry from a customer and a second terminal capable of taking over the inquiry information of the first terminal,
The first terminal is
A retrieval step for retrieving information related to the query from the database;
A communication step for communicating with other terminals;
A display control step for displaying the search result of the search step and the communication result of the communication step on the information display unit;
A status storage step for recording status information of the inquiry;
A takeover step of transmitting the search result of the search step and the communication result of the communication step and the situation information to another computer and taking over the correspondence;
The second terminal is
A communication step of communicating with the first terminal;
An undertaking step of receiving at least a part of a search result and a communication result and the status information from the takeover step of the first terminal;
And a display control step of displaying at least a part of the search result and the communication result on the information display unit based on the status information.

  In the inquiry handling program, the information display unit of the first terminal is composed of three screens, and the display control step displays the search results of the search steps and the communication results of the communication steps in the three screens. It may be displayed at a predetermined position.

The system includes a light emitting unit indicating a response status of the inquiry,
The display control step may cause the light emitting unit to emit light in a predetermined pattern based on the status information.

The inquiry handling system further comprises a management device for managing the handling status of the first terminal,
The management device is
A status receiving step of receiving status information of a plurality of first terminals;
A counting step of counting at least a part of the response rate, abandon rate, waiting number of people, waiting time, number of incoming calls from the status information;
You may provide the display part which displays this total result. Note that the display unit may display a predetermined number of incoming calls every predetermined time as a bar graph.

In the search step, when searching the database, the degree of matching and the number of hires are determined.
In the display control step, the search results may be displayed in an order corresponding to the degree of coincidence of the search and the number of times of adoption.

  As described above, according to the present invention, it is possible to efficiently take over the corresponding work by taking over the situation information together with at least a part of the search result and the communication result.

<Embodiment 1>
§1. Overall Configuration An embodiment of an inquiry response system according to the present invention will be described below.
First, FIG. 1 shows the concept of the configuration of an inquiry response system according to this embodiment.

  The inquiry handling system 100 of this embodiment manages a telephone exchange (PBX) 11 that connects a telephone call from a customer to the telephone 20 of each operator, a reception terminal 12 that performs a search of inquiry contents received from a customer, and the reception terminal 12 The management server 13 is provided. In the present system 100, an operator performs a search or the like at the reception terminal 12 in response to a telephone call from a customer, and the other operator (in this example, an administrator (manager)) can grasp this response status.

§2. Each component of the system The telephone exchange 11 distributes telephones for a plurality of lines from the central office side to the telephones 20 of the respective operators. Further, the telephone exchange 11 communicates with the management server 13 via CTI (Computer Telephony Integration) regarding incoming information and telephone call switching information.

  FIG. 2 is a functional block diagram of the reception terminal 12. The reception terminal 12 is a general computer, an arithmetic processing unit 12a composed of a CPU, a main memory, and the like, an input / output unit for inputting and outputting signals (keyboard, mouse, information display unit 22, light emitting pole 23, LAN card, A sound card, etc.) 12b, and a storage unit 12c that stores an operating system, an application program (inquiry corresponding program), and the like. The storage unit 12c also functions as a situation storage unit that records inquiry situation information. The arithmetic processing unit 12a of the receiving terminal 12 processes information input from the input / output unit 12b and data read from the storage unit 12c according to a program read from the storage unit 12c, and outputs a processing result to the information display unit. Thus, the functions of the search unit, communication unit, display control unit, takeover unit, and takeover unit are realized.

The search unit searches the database for information related to the query.
The communication unit communicates with other terminals 12 and the management server 13.
The display control unit displays the search result of the search unit and the communication result of the communication unit on the information display unit.
The takeover unit transmits the search result of the search unit and the communication result of the communication unit and the status information to another computer to take over the correspondence.
The undertaking unit receives at least a part of the search result and the communication result and the status information from the takeover unit of the other reception terminal 12.
As described above, the reception terminal 12 of the present system has both a function as a first terminal that takes over a once received inquiry to another terminal and a function as a second terminal that takes over an inquiry from the first terminal. . Note that the first terminal and the second terminal may be provided separately.

  Further, as shown in FIG. 3, the reception terminal 12 of this system includes an information display unit 22 having three screens, and the display control unit displays the search result of the search unit and the communication result of the communication unit. It is displayed at a predetermined position on the screen. Further, a light emitting pole (light emitting unit) 23 is provided at a position higher than the information display unit 22, and the display control unit causes the light emitting unit to emit light in a predetermined pattern based on the situation information.

  FIG. 4 is a functional block diagram of the management server (management apparatus) 13. The management server 13 is a general computer, and includes an arithmetic processing unit 13a including a CPU and a main memory, an input / output unit (situation display unit 33, a LAN card, a sound card, etc.) 13b for inputting and outputting signals, an operating system. And a storage unit 13c that stores application programs and the like. Further, the storage unit 13c stores a database in which product information and FAQ are registered.

The arithmetic processing unit 13a of the management server 13 processes the information input from the input / output unit 13b and the data read from the storage unit 13c according to the program read from the storage unit 13c, thereby obtaining a situation receiving unit, a totaling unit, The function of the display control unit is realized.
The situation receiving unit receives situation information from a plurality of receiving terminals 11. Then, the totaling unit totals the response rate, the abandon rate, the waiting number, the waiting time, and the number of incoming calls from this status information, and causes the status display unit 33 to display the totaling result.

§3. Inquiry Corresponding Procedure A response procedure (inquiry responding method) by the system configured as described above will be described below with reference to FIG.
First, when the operator inputs his / her ID and password to the receiving terminal 12, the receiving terminal 12 transmits the ID, password and terminal identification information to the management server 13 (step 1, hereinafter abbreviated as S1).

  The management server 13 compares this ID and password with those stored in the storage unit 13c, and if they match, returns the status information stored last time together with the notification of authentication to the receiving terminal 12 (S2). Further, the management server 13 reads the operator name and job title (reception, technology, manager (TM), etc.) corresponding to this ID from the storage unit 13c, and uses these information and the terminal identification information (for example, IP address). Based on which terminal 12 the operator (name of operator) has logged in to, based on the login information, the other terminal 12 is notified (S3).

  In the reception terminal 12 that has received the authentication notification and the previous situation information, the display control unit displays an input window, a search window, and the like based on the situation information (S4). In the example of FIG. 3, the input window 41 is displayed on the central screen, the search window 42 is displayed on the left screen, the detail window 43 displaying the content of the searched information is superimposed on the front, and the chat window (communication result is displayed on the right screen). Window) 44 is displayed. In these windows, the display position in the information display section screen, the size of the windows to be displayed, and the overlapping order are stored as status information in the storage section 12c. The windows are reopened after closing the window or after logging out. The same state is displayed. Since the display control unit controls the display state of each window in this way, if the operator adjusts each window to a position and size that makes it easy to see each window, it is always displayed in this state. Since the communication result is displayed at a predetermined position, the display information is always easy to grasp. The reception terminal 12 transmits and stores the status information stored in the storage unit 12c to the management server 13 at logout and at predetermined intervals.

When a telephone call is received from the customer, the telephone exchange 11 notifies the incoming call to the telephone 20 of each operator (S5). At this time, the telephone exchange 11 may read the job type information of the operator logged in to each terminal 12 from the management server 13 and notify the incoming call only to a specific job type, for example, the telephone 20 of the operator who has been accepted.

  When the operator performs a response operation (pressing the reception button, raising the handset, etc.) in response to the incoming call notification (S6), the telephone 20 notifies the telephone exchange 11 of the response operation (S7).

Upon receiving this response operation, the telephone exchange 11 receives a telephone call from the telephone line and connects the telephone to the telephone 20 of the operator. Further, when the telephone switch 11 is connected to the telephone 20 of the operator, information indicating that a call is being made to the reception terminal 12 of the operator and the management server 13 via the CTI (corresponding work has started). Is notified (S8).
When a telephone call is received from a customer, if there is no response operation for a predetermined time, the telephone exchange 11 receives this telephone call, transmits a voice and music saying “Please wait for a while” to the customer side, and performs a response operation. Holds until there is. Also, the telephone exchange 11 provides information on the time (waiting time) and call time from when this call is received until it is connected to one of the operator's telephones 20 and information that an abandon occurs when the call is disconnected during this hold. Information is sent to the management server 13 as information (S9). On the other hand, the reception terminal 12 stores the fact that the call is in progress and the response start time as status information (S10).

  The operator performs the corresponding work through this call (S11). For example, the operator listens to the contents of the inquiry from the customer, and if it is a general question, the database of the management server 13 is searched. Note that the database of this embodiment stores IDs, product names, part names, titles, contents (full text), and the number of adoptions in association with each other.

  For example, if the question is “I want to know the address and phone number of XX web”, the operator enters the contents of this question into the input window and enters “XX Web address phone number” as the search condition to search. Execute. The receiving terminal 12 accesses the database of the management server 13, and the search unit performs a full text search based on this search condition, and extracts a predetermined number in descending order of matching (score). Here, the search unit obtains a score based on whether all the search keywords are included, whether the distance between the keywords is equal to or less than a predetermined value, the number of occurrences of the keyword, the appearance position of the keyword, and the like. This score may be obtained by any known method as long as the degree of matching between the search condition and the content can be obtained.

Then, the display control unit of the reception terminal 12 displays the search result as the first place XX Q & A describing the web address and telephone number.
2nd XX Q & A with web address written
3rd place ×× Q & A describing the business hours of the web
As shown, the titles are listed in order from the highest score.
Note that records with the same score are displayed in descending order of adoption. Furthermore, in the case of the same score and the same number of times of adoption, in order to determine the order, they are displayed in ID order (ascending order or descending order). Not limited to this, the update date and time, ascending order of titles, and the like may be used.

  In this example, the reception terminal 12 includes this search. However, the management server 13 includes this search unit, transmits a search condition from the reception terminal 12, and obtains a search result and a score on the server 13 side. 12 may be configured to transmit to the terminal 12.

When the operator selects necessary information from the list display of the titles, the reception terminal 12 displays the contents of this information in the details window 43. Further, the reception terminal 12 notifies the management server 13 that this information has been adopted, and counts up the number of times this information is adopted in the database. Furthermore, the reception terminal stores the ID of the adopted information (when a plurality of pieces are adopted, the ID and the order thereof, that is, the history of the adopted information), the search result, the score, and the like as situation information.

The operator answers the customer with reference to the search result and inputs the answer status in the input window 41.
If there is a further question from the customer for this answer, the process of inputting the answer content to the input of the answer status is repeated.
When the answer to the inquiry from the customer is completed, the operator selects the end call, the telephone 20 notifies the telephone switch 11 of the end signal, and the telephone switch 11 disconnects the telephone. In addition, the reception terminal 12 stores the fact that the correspondence has been completed and the end time as the status information, and the series of processing ends.

  On the other hand, if the operator has trouble answering during this work, clicking (selecting) a monitoring destination in the input window, for example, a team manager button (not shown), the reception terminal 12 makes this support request (monitoring request) ) To the telephone exchange 11. In response to this, the telephone exchange 11 transmits the voices of the operator and the customer to the telephone 20 of the monitor destination (team manager) so that the exchange between the operator and the customer can be heard at the monitor destination. Note that the reception terminal 12 stores, as status information, a request for support when the monitor destination is selected.

  Further, when the monitoring destination operator performs a request acceptance operation for the support request and the monitoring destination terminal 12 notifies the monitoring source terminal 12 of the acceptance of the request, the monitoring source terminal 12 Send the screen information being displayed.

  The monitoring source terminal 12 opens the chat window 44 in response to the selection of the monitoring destination, transmits the information input to the chat window 44 to the monitoring destination terminal 12, and receives the information from the monitoring destination terminal 12. Are displayed on the chat window 44. Thereby, it is possible to receive an instruction by chat from other operators (engineer, manager, etc.) in the monitor.

When the monitor is started or when chatting with the monitor destination terminal 12 is started, the monitor source terminal 12 stores information indicating that the user is being supported as status information.
The reception terminal 12 displays the situation on the light emitting pole 23 when the situation information indicating that the call is in progress, the support is requested, and the support is being received is stored. FIG. 6 shows the light emitting pole 23 of the present system. In this system, when a message indicating that a call is in progress is stored, the upper portion 23a of the light-emitting pole 23 is lit in green, and when information indicating that a support is being requested is stored, the lower portion 23c of the light-emitting pole 23 is lit in red. When a message indicating that support is being performed is stored, the middle portion 23b of the light emitting pole 23 is caused to emit yellow light.
As a result, the floor manager can instantly grasp how many operators are in the lighting state of the light-emitting pole 23, and can quickly cope with an abnormality.

When the monitor destination operator selects screen acquisition after accepting the request, the information displayed on the information display unit of the monitor source terminal 12 is transmitted from the monitor source terminal 12 to the monitor destination terminal 12, and the monitor source terminal It can be confirmed on 12 information display sections.
When the monitor operator writes information on this screen, the monitor destination terminal 12 transmits the written information to the monitor source terminal 12, and the display control unit of the monitor source terminal 12 puts this information on the information display unit. Reflect and display the same as the monitor destination. This realizes a function (remote writing function) in which an operator away from the monitor source writes a description on the display on the monitor source terminal. FIG. 7 is an example in which a description is written in the detail window 43 of the monitoring source terminal by this function, and the handwritten information 46 is information written remotely. The information to be written is not limited to handwriting, but may be written in a sticky note comment or a message box.

  If the monitoring source operator cannot respond to these instructions, he / she selects to take over. For example, simply by operating a takeover button (not shown) in the input window 41, the takeover source terminal 12 takes the search results from the start of response to this point based on the situation information and the input information input to the input window to the takeover destination terminal 12. Send to.

  The takeover destination terminal 12 that has received the information displays the input information, the search result, and the communication result in the same manner as the takeover source based on the status of the status information window, the search result score, and the like. As a result, the takeover source operator can take over the material shown so far, so that it is possible to take over the work efficiently without wasting the work of the operator so far. In particular, since the history up to that point is entered in the input window, it is not necessary to re-inquire the contents of the inquiry from the beginning.

  On the other hand, the management server 13 receives the response status (status information) of each reception terminal 12 from the telephone switch 11 as described above, and based on this status information, the total number of incoming calls, the total number of responses, the total number of abandons, and wait The number of people waiting, maximum waiting time, average waiting time, average call time, abandon rate (total number of abandons / total number of incoming calls) are calculated, and the status display section installed in a position that is easy to see from each operator on the floor ( Displayed on the plasma display) 33 as shown in FIG. In addition, the management server 13 obtains the number of incoming calls per unit time (15 minutes in this example) and displays it as a bar graph 49.

As a result, each operator can grasp what he / she should do now (for example, answering the call later). In addition, the administrator can grasp the need for support. Furthermore, the number of incoming calls per predetermined time is displayed as a bar graph so that the features of each time zone can be seen with the eyes. This time can be set as appropriate.
As described above, according to the present embodiment, it is possible to efficiently take over corresponding work.

In addition to the support center, the present invention provides telephone shopping and WWW (World Wide
Web) product sales system, questionnaire aggregation, emergency notification system, etc. from customers (not only those who purchased the product, but anyone who makes inquiries using this system) It can be widely used as a system for handling inquiries.

Conceptual diagram of the configuration of an inquiry response system according to the present invention Functional block diagram of reception terminal External view of reception terminal Functional block diagram of the management server (management device) Explanatory drawing of the inquiry handling method according to the present invention Illustration of luminous pole The figure which shows the example which wrote the explanation in the details window The figure which shows the example of the total result which is displayed in the status display section

Explanation of symbols

DESCRIPTION OF SYMBOLS 100 Inquiry corresponding system 11 Telephone exchange 12 Reception terminal 12a Operation processing part 12b Input / output part 12c Storage part 22 Information display part 23 Light emitting pole 13 Management server (management apparatus)
13a Arithmetic processing unit 13b Input / output unit 13c Storage unit 33 Status display unit

Claims (8)

An inquiry response system comprising a first terminal corresponding to an inquiry from a customer and a second terminal capable of taking over the inquiry information of the first terminal,
The first terminal is
A search unit for searching information related to the query from the database;
A communication unit that communicates with other terminals;
A display control unit for displaying the search result of the search unit and the communication result of the communication unit on the information display unit;
A status storage unit that records status information of the inquiry;
A handover unit that transmits at least part of the search result of the search unit and the communication result of the communication unit and the status information to another computer and takes over the correspondence;
The second terminal is
A communication unit communicating with the first terminal;
An undertaking unit for receiving at least a part of a search result and a communication result and the status information from the takeover unit of the first terminal;
An inquiry response system comprising: a display control unit configured to display at least a part of the search result and the communication result on an information display unit based on the situation information. The information display part of the first terminal is composed of three screens,
The inquiry response system according to claim 1, wherein the display control unit displays the search result of the search unit and the communication result of the communication unit at a predetermined position in the three screens. A light-emitting unit showing the response status of the inquiry,
The inquiry response system according to claim 1, wherein the display control unit causes the light emitting unit to emit light in a predetermined pattern based on the status information. The inquiry handling system further comprises a management device for managing the handling status of the first terminal,
The management device is
A status receiving unit for receiving status information of a plurality of first terminals;
A counting unit for counting at least a part of the response rate, abandon rate, waiting number of people, waiting time, number of incoming calls from the status information;
The inquiry response system according to claim 1, further comprising a display unit configured to display the aggregation result.   The inquiry response system according to claim 4, wherein the display unit displays a predetermined number of incoming calls every predetermined time as a bar graph. When the search unit searches the database, find the matching degree and the number of adoption of the search,
The inquiry response system according to any one of claims 1 to 5, wherein the display control unit displays search results in an order corresponding to the degree of coincidence of the search and the number of times of adoption. A method performed by an inquiry handling system comprising a first terminal corresponding to an inquiry from a customer and a second terminal capable of taking over inquiry information of the first terminal,
The first terminal is
A retrieval step for retrieving information related to the query from the database;
A communication step for communicating with other terminals;
A display control step for displaying the search result of the search step and the communication result of the communication step on the information display unit;
A status storage step for recording status information of the inquiry;
A takeover step of transmitting the search result of the search step and the communication result of the communication step and the situation information to another computer and taking over the correspondence;
The second terminal is
A communication step of communicating with the first terminal;
An undertaking step of receiving at least a part of a search result and a communication result and the status information from the takeover step of the first terminal;
An inquiry handling method for performing a display control step of displaying at least a part of the search result and the communication result on an information display unit based on the status information. A program executed by an inquiry handling system including a first terminal corresponding to an inquiry from a customer and a second terminal capable of taking over the inquiry information of the first terminal,
The first terminal is
A retrieval step for retrieving information related to the query from the database;
A communication step for communicating with other terminals;
A display control step for displaying the search result of the search step and the communication result of the communication step on the information display unit;
A status storage step for recording status information of the inquiry;
A takeover step of transmitting the search result of the search step and the communication result of the communication step and the situation information to another computer and taking over the correspondence;
The second terminal is
A communication step of communicating with the first terminal;
An undertaking step of receiving at least a part of a search result and a communication result and the status information from the takeover step of the first terminal;
An inquiry handling program for performing a display control step of displaying at least a part of the search result and the communication result on an information display unit based on the status information.

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