JP2010113537A - Processing wait prediction method, processing wait prediction system and processing wait prediction server - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To provide impartial services wherein line start time order of customers is considered by predicting a processing wait time of the customer in each customer operation terminal installed in each station. <P>SOLUTION: A processing wait prediction system 10 includes customer operation terminals 200, and a processing wait prediction server 100 having: a means 110 transmitting start instructions of ticket issuing processing to an attendant terminal 300; a means 111 creating a first table 125 wherein line start time is associated to all the customers in waiting lines; a means 112 registering status during customer coping about the attendant terminal to which the start instructions of the ticket issuing processing are transmitted into the first table, and deleting a corresponding entry when the coping ends; a means 113 sorting the customers in the line start time order across the first table to create a second table; and a means 114 reading the first table of the customer operation terminal having transmitted a transaction start notification from a storage means, and transmitting processing wait information. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to a processing waiting prediction method, a processing waiting prediction system, and a processing waiting prediction server. Specifically, the present invention relates to a passenger ticket release processing technology, and in particular, a local customer operation terminal and a center staff terminal have n: m ( The present invention relates to a technique for predicting a queue for each customer operation terminal in a remote operation system configured by n> m) and providing an equal service among customers.

For example, when assigning an operator to operate a service-side terminal in response to a service request from a customer-side terminal, as a technology to optimize the customer's waiting time, multiple customer-sides that accept a procedure request related to a predetermined business from a customer Responding to the customer's request according to the procedure request from the terminal, a plurality of customer side terminals used by the person in charge of the customer who requested the procedure from the customer side terminal, and the procedure request from the customer side terminal A computer system for allocating the reception side terminal, and the computer system includes the business management information for each person in charge who manages the work that can be handled by the person in charge, and data items related to the work that can be handled. Business-specific service management system comprising a database for storing service waiting information for managing the status of a terminal (Patent text) 1 reference), and the like have been proposed.
JP 2002-297900 A

  By the way, there are customer operation terminals (passenger ticket sales terminals) installed at each station of transportation, such as railway stations, and terminals of center staff who receive passenger ticket purchase requests from customer operation terminals at such stations, There is a remote operation system composed of n: m (n> m). Regarding the service provided by this remote operation system, there is a need to provide a service in which the queue time order is considered fairly among customers queued in front of customer operation terminals at each station.

  On the other hand, at present, it is possible to determine the processing order between customer operation terminals for the first customer in the queue of each customer operation terminal (that is, the person who first visited the customer operation terminal at a certain point in time). However, there is a problem in that a fair service cannot be provided to the queues (a plurality of customers) that can be provided for each customer operation terminal in consideration of the queue time order between the customer operation terminals.

  Therefore, the present invention has been made in view of the above problems, and it is possible to predict customer processing waiting time at each customer operation terminal installed at each station and to provide a fair service in consideration of the order of the queue start time between customers. The purpose is to provide the technology.

  The processing waiting prediction method of the present invention is executed by a computer system including a customer operation terminal that receives a passenger ticket issuing request from a customer and a processing waiting prediction server that receives a passenger ticket issuing request from the customer operation terminal. is there. Therefore, the customer operation terminal is provided with communication means for executing communication via a network. And the said customer operation terminal receives the transaction start instruction | indication from a customer with an input interface, and performs the process which transmits a transaction start notification to a process waiting prediction server.

  On the other hand, the processing waiting prediction server is configured to calculate a predicted time interval of a queue start time between customers who form a queue in front of a customer operation terminal, a predicted number of customers included in a queue in front of one customer operation terminal, and customer correspondence. And a storage means for storing information on a plurality of staff terminals used by the staff in charge. Moreover, the communication means which performs communication via a network is provided.

  And the said process waiting prediction server performs the process which receives the said transaction start notification from the said customer operation terminal, and transmits the start instruction | indication of the ticketing process between the said customer operation terminals with respect to a predetermined attendant terminal.

  In addition, the processing waiting prediction server specifies that a new customer starts a queue and forms a queue sequentially until reaching the number of predicted customers at each predicted time interval, starting from the reception time of the transaction start notification. The first table in which the queue start times are associated with all the customers in the queue including the customer that is the origin of the transaction start notification is created and stored in the storage means.

  The processing waiting prediction server registers, in the first table, the status indicating that the customer operation terminal is currently responding to the customer for the attendant terminal that has transmitted the ticket issuing processing start instruction, and the customer is finished responding. If a notification to the effect is received from the staff terminal, a process of deleting an entry for the customer from the first table is executed.

  In addition, the processing waiting prediction server reads the first table created for each customer operation terminal from the storage means, sorts the customers in the order of the matrix start time across the first tables, Read the entries in order of the queue start time, read the customer-facing status of each clerk terminal with the storage means, and among the clerk terminals, the terminal currently serving other customers in the queue of the same customer operation terminal, the same customer operation A terminal that is not in customer service when there is no terminal currently serving another customer in the terminal queue, and a customer service is in progress when there is no other customer in the same customer operation terminal queue. A process of creating a second table and storing it in the storage means by sequentially registering the entries as processing targets in association with the clerk terminal in the priority order of the terminal with the smallest number of registered customers. To run.

  The processing waiting prediction server reads the first table of the customer operation terminal that has transmitted the transaction start notification from the storage means, and relates to the entry about the customer at the head of the queue in the first table, in the second table. The rank in the registered entry at the clerk terminal linked to the client terminal is counted, and the process of transmitting the rank counted here to the customer operation terminal as the process waiting information is executed.

  In the processing waiting prediction method, when the processing waiting prediction server reads the sorted customer entries in the order of the queue start time and sequentially associates them with the clerk terminal as a processing target, If there is no terminal currently serving other customers and the number of registered customers to be processed is the same among the clerk terminals that are dealing with customers, the processing start time of the customer at the end of the queue is compared between the clerk terminals Then, a process for associating the entry as a processing target may be executed for the staff terminal with the earliest processing start time.

  In the processing waiting prediction method, when the processing waiting prediction server transmits the processing waiting information, the prediction time interval value is read from the storage means, and the prediction time interval value is read in the registration entry. The processing wait time for the customer may be calculated by multiplying the rank, and processing for transmitting this processing wait time to the customer operation terminal may be executed.

  Further, in the processing waiting prediction method, the customer operation terminal includes a camera device that captures the appearance of a customer waiting for processing, and executes processing for distributing photographing data of the camera device to an attendant terminal. Good.

  In this case, if the processing waiting prediction server receives a notification that the correspondence has been completed from the attendant terminal, the entry for the corresponding customer is deleted from the first table, and the next customer is in the queue. A process of transmitting screen data asking whether or not to the staff terminal is executed. On the other hand, the clerk terminal receives the delivery of the photographing data from the customer operation terminal and displays it on the output interface, receives the screen data from the processing waiting prediction server and displays it on the output interface, A process of receiving an input of the determination result of the presence / absence of the customer by the input interface and returning the determination result to the process waiting prediction server is executed.

  The processing waiting prediction server receives the determination result from the clerk terminal, and when the determination result indicates the presence of the next customer, deletes the first entry of the first table for the corresponding customer operation terminal and deletes two entries. The data after the first is carried forward, and when the determination result indicates the absence of the next customer, a process of deleting the first table for the corresponding customer operation terminal from the storage means is executed.

  In addition, the processing waiting prediction system of the present invention includes a communication unit that performs communication via a network, a unit that receives a transaction start instruction from a customer at an input interface, and transmits a transaction start notification to a processing waiting prediction server. A customer operation terminal equipped with

  In addition, the processing waiting prediction system includes a predicted time interval of a queue start time between customers who form a queue in front of a customer operation terminal, a predicted number of customers included in a queue in front of one customer operation terminal, and customer correspondence. A storage unit storing information of a plurality of clerk terminals used by a clerk performing communication, a communication unit performing communication via a network, and receiving the transaction start notification from the customer operation terminal, to a predetermined clerk terminal Means for transmitting a ticket issuing process start instruction to and from the customer operation terminal, and starting from the reception time of the transaction start notification until a new customer reaches the predicted number of customers at each predicted time interval A first table in which a queue start time is specified for all customers in the queue including the customer that originated the transaction start notification is created and stored in the storage means. For the clerk terminal that has transmitted the ticket issuing process start instruction, a status indicating that the customer operation terminal is currently responding to the customer is registered in the first table, and a notification that the correspondence has been completed for the customer. Is read from the attendant terminal, the means for deleting the entry for the customer from the first table, and the first table created for each customer operation terminal is read from the storage means, and the first table is straddled. Sort the customers in the order of the matrix start time, read out the entries of each customer after the sort, in the order of the matrix start time, read the customer-corresponding status of each clerk terminal in the storage means, among the multiple clerk terminals, the same customer operation terminal If there is no terminal currently serving other customers in the queue of the customer, or a terminal serving other customers in the queue of the same customer operation terminal The above entries are in the order of priority of the terminal that is not dealing with the customer, the terminal that is dealing with the customer when there is no terminal that is dealing with other customers in the queue of the same customer operation terminal, but the number of registered customers to be processed is the smallest. The first table of the customer operation terminal that has sent the transaction start notification is read from the storage means, the second table is created and stored in the storage means by sequentially associating and registering with the clerk terminal as the processing target, and the first table With respect to the entry for the customer at the head of the queue, the rank in the registered entry at the clerk terminal linked in the second table is counted, and the customer operation is performed using the counted rank as processing waiting information. And a processing waiting prediction server comprising means for transmitting to the terminal.

  In addition, the processing waiting prediction server of the present invention includes a prediction time interval of a queue start time between customers who make a queue in front of a customer operation terminal, a predicted number of customers included in a queue in front of one customer operation terminal, a customer A storage unit storing information on a plurality of staff terminals used by a staff member who performs correspondence; and a communication unit that performs communication via a network.

  The processing waiting prediction server receives a transaction start notification from the customer via the customer operation terminal, and transmits a ticket issuing process start instruction with the customer operation terminal to a predetermined attendant terminal. Means.

  In addition, the processing waiting prediction server specifies that a new customer starts a queue and forms a queue sequentially until reaching the number of predicted customers at each predicted time interval, starting from the reception time of the transaction start notification. And a means for creating and storing in a storage means a first table in which queue start times are associated with all customers in the queue including the customer who has originated the transaction start notification.

  The processing waiting prediction server registers, in the first table, the status indicating that the customer operation terminal is currently responding to the customer for the attendant terminal that has transmitted the ticket issuing processing start instruction, and the customer is finished responding. If a notice to the effect is received from the attendant terminal, a means for deleting an entry for the customer from the first table is provided.

  In addition, the processing waiting prediction server reads the first table created for each customer operation terminal from the storage means, sorts the customers in the order of the matrix start time across the first tables, Read the entries in order of the queue start time, read the customer-facing status of each clerk terminal with the storage means, and among the clerk terminals, the terminal currently serving other customers in the queue of the same customer operation terminal, the same customer operation A terminal that is not in customer service when there is no terminal currently serving another customer in the terminal queue, and a customer service is in progress when there is no other customer in the same customer operation terminal queue. Means for creating a second table and storing it in the storage means by registering the entries in order of priority for the terminal with the smallest number of registered customers as a processing target and registering them with the clerk terminal. Provided.

  The processing waiting prediction server reads the first table of the customer operation terminal that has transmitted the transaction start notification from the storage means, and relates to the entry about the customer at the head of the queue in the first table, in the second table. And a means for counting the ranks in the registered entries at the clerk terminals linked to each other and transmitting the ranks counted here to the customer operation terminal as processing wait information.

  In addition, the problems disclosed by the present application and the solutions thereof will be clarified by the embodiments of the present invention and the drawings.

  ADVANTAGE OF THE INVENTION According to this invention, the processing waiting time of the customer in each customer operation terminal installed in every station is estimated, and the fair service provision which considered the order of the matrix start time between customers is attained.

--- System configuration ---
Embodiments of the present invention will be described below in detail with reference to the drawings. FIG. 1 is a network configuration diagram of a processing waiting prediction system 10 in the present embodiment, and FIG. 2 is a diagram illustrating a hardware configuration example of a processing waiting prediction server 100 that configures the processing wait prediction system 10 of the present embodiment. The processing waiting prediction system 10 (hereinafter, system 10) according to the present embodiment predicts customer processing waiting time at each customer operation terminal installed at each station, and provides a fair service considering the order of queue start times among customers. It is a computer system that enables

  Therefore, the processing waiting prediction system 10 in the present embodiment receives a customer ticket issuing request from a customer operating terminal 200 (for example, installed at a railway station) that receives a passenger ticket issuing request from the customer, and accepts a passenger ticket issuing request from the customer operating terminal. The processing waiting prediction server 100 (for example, a railroad company center server) and an attendant terminal 300 used by an attendant who handles customers are connected to each other through a network.

  The customer operation terminal 200 and the clerk terminal 300 are configured in a relationship of n: m (n> m), and the processing waiting prediction server 100 performs processing based on a transaction start request from the customer operation terminal 200. The waiting prediction method is executed, and the customer operation terminals 200 are sequentially allocated and connected to the staff terminal 300 under fair judgment on the queue start time between the customer operation terminals.

  The processing waiting prediction server 100 constituting the system 10 reads out the program 102 stored in the storage means 101 such as a nonvolatile memory to realize the function of executing the processing waiting prediction method, and serves as an arithmetic unit. It is executed by the CPU 104. Further, the processing waiting prediction server 100 can be provided with an input interface 105 such as a keyboard and a keyboard, and an output interface 106 such as an LED and a display, as required. In addition, the communication unit 107 is responsible for communication with the customer operation terminal 200 through the network 140.

  The CPU 104 is in charge of overall control of the processing waiting prediction server 100, and reads out a program composed of codes for performing various operations according to the present embodiment stored in the storage unit 101 to the memory 103. By executing these functions, various functions as the processing wait prediction server 100 are realized. The memory 103 can be configured by a semiconductor memory device, for example. The storage means 101 can be composed of, for example, a hard disk or a semiconductor storage device.

  The storage means 101 stores a program composed of codes for performing various operations according to the present embodiment, a customer operation terminal table 125, a staff terminal processing order table 126, and a staff terminal processing order table 126. Has been. Details of the tables 125 to 127 will be described later. In addition, the storage means 101 stores the predicted time interval of the queue start time between the customers who form a queue in front of the customer operation terminal, the predicted number of customers included in the queue in front of one customer operation terminal, and the customer response. Information on a plurality of staff terminals used by the staff in charge is stored.

  Similarly, the customer operation terminal 200 reads the program 202 stored in the storage unit 201 such as a non-volatile memory into the memory 203 in order to realize the function of executing the processing waiting prediction method together with the processing waiting prediction server 100, and calculates It is executed by the CPU 204 as the apparatus. In addition, the customer operation terminal 200 includes an input interface 205 such as a keyboard and a keyboard, and an output interface 206 such as an LED and a display, which are generally provided in a computer device, in order to accept a passenger ticketing request from a customer. . Moreover, it has the communication means 207 responsible for communication with the process waiting prediction server 100 and the staff terminal 300 via the network 140.

  In addition, the customer operation terminal 200 includes a start notification unit 210 that receives a transaction start instruction from a customer through the input interface 205 and transmits a transaction start notification to the processing wait prediction server 100. In addition, the customer operation terminal 200 may include a camera device 250 that captures an image of a customer waiting for processing. In this case, the customer operation terminal 200 includes an image distribution unit 211 that executes a process of distributing photographing data of the camera device 250 to the staff terminal 300.

  Next, a description will be given of means configured and held by the processing waiting prediction server 100 based on the program 102, for example. Each means may be provided integrally in one server device or the like, but is distributed and arranged in a computer group (including the server device corresponding to the processing waiting prediction server 100) arranged on the network 140, and one of the server devices ( An example of cooperation under the initiative of the processing waiting prediction server 100) may be assumed. Note that the processing waiting prediction server 100 uses the storage means 101 to store the tables 125 to 127 and the estimated time interval of the queue start time between the customers who queue up in front of the customer operation terminal, and the one before the customer operation terminal. The number of customers included in the queue and information on a plurality of staff terminals used by staff members who handle customers are stored.

  The processing waiting prediction server 100 receives the transaction start notification from the customer operation terminal 200 and starts transmitting a ticket issuing process start instruction to the predetermined staff terminal 300 with the customer operation terminal 200. Instruction means 110 is provided.

  Further, the processing waiting prediction server 100 specifies that a new customer starts a queue and forms a queue sequentially until the predicted number of customers is reached at each prediction time interval, starting from the reception time of the transaction start notification. Then, a customer operation terminal table 125 (first table) in which the queue start time is associated with all the customers in the queue including the customer who has originated the transaction start notification is created and stored in the storage means 101. 1 table management means 111 is provided.

  In addition, the processing waiting prediction server 100 indicates the status indicating that the customer operation terminal 200 is responding to the customer for the attendant terminal 300 that has transmitted the ticket issuing process start instruction, as described in the customer operation terminal table 125 (first table). If the notification is received from the clerk terminal 300, the status setting unit 112 deletes the entry for the customer from the customer operation terminal table 125 (first table). Prepare.

  Further, the processing waiting prediction server 100 reads the customer operation terminal table 125 (first table) created for each customer operation terminal from the storage unit 101, and the customers in order of the matrix start time across the customer operation terminal tables. Are sorted, the entries of each customer after the sorting are read out in the order of the queue start time, the customer-corresponding status of each clerk terminal 300 is read by the storage means 101, and the waiting for the same customer operation terminal among a plurality of clerk terminals 300 To terminals that are in the queue of the same customer operation terminal, terminals that are in the queue of the same customer operation terminal, terminals that are in the queue of the same customer operation terminal The above entries are processed in the order of priority in the order of the customer who is dealing with customers when there is no compatible terminal but has the smallest number of registered customers to be processed. And register with successively straps attendant terminal, create a clerk terminal-specific processing order table 126 (second table), a second table management unit 113 to be stored in the storage unit 101.

  Further, the processing waiting prediction server 100 reads the customer operation terminal table 125 (first table) of the customer operation terminal 200 that has transmitted the transaction start notification from the storage unit 101, and starts the queue in the customer operation terminal table 125. , The rank in the registered entry at the clerk terminal 300 linked in the clerk terminal processing order table 126 (second table) is counted, and the rank counted here is awaiting processing. A waiting information notification unit 114 is provided that transmits the information to the customer operation terminal 200 as information.

  The second table management unit 113 in the processing waiting prediction server 100 reads the sorted customer entries in the order of the matrix start time, and sequentially associates them with the clerk terminal 300 as a processing target. If there is no terminal currently serving other customers in the queue and the number of registered customers to be processed is the same among the clerk terminals handling the customer, the clerk terminal indicates the processing start time of the customer at the end of the queue. A process of associating the entry as a processing target may be executed for the staff terminal having the earliest processing start time.

  Further, when transmitting the processing wait information, the waiting information notification unit 114 in the processing waiting prediction server 100 reads the predicted time interval value from the storage unit 101, and stores the predicted time interval value in the registered entry. The processing wait time for the corresponding customer is calculated by multiplying the order in step, and the processing for transmitting this processing wait time to the customer operation terminal 200 may be executed.

  When the customer operation terminal 200 includes the camera device 250 and the image distribution unit 211, the situation setting unit 112 in the processing waiting prediction server 100 notifies the staff terminal 300 that the correspondence has been completed. If it is received, an entry for the customer is deleted from the customer operation terminal table 125, and a process for transmitting screen data asking whether the next customer is in the queue to the staff terminal 300 is executed.

  On the other hand, the clerk terminal 300 stores a program 302 stored in a storage unit 301 such as a non-volatile memory in order to realize a function of executing a process waiting prediction method together with the process waiting prediction server 100 and the customer operation terminal 200. And executed by the CPU 304 which is an arithmetic unit. The staff terminal 300 includes various buttons generally provided in a computer device, an input interface 305 such as a keyboard, and an output interface 306 such as an LED and a display. Moreover, it has the communication means 307 responsible for communication with the processing waiting prediction server 100 and the customer operation terminal 200 via the network 140.

  The attendant terminal 300 includes an instruction output unit 310 that receives an instruction to start ticketing processing with the customer operation terminal 200 from the processing waiting prediction server 100 and outputs the instruction to the output interface 306. In addition, the staff terminal 300 includes an end notification unit 311 that transmits to the processing waiting prediction server 100 a notification that the customer has been handled.

  The attendant terminal 300 includes a display processing unit 312 that receives the delivery of the photographing data from the customer operation terminal 200 and displays it on the output interface 306.

  In addition, the clerk terminal 300 receives the screen data from the processing waiting prediction server 100 and displays it on the output interface 306. The clerk terminal 300 receives an input of the determination result of the presence / absence of the next customer from the clerk via the input interface 305, and the determination result The next customer information notifying unit 313 is provided for returning to the processing waiting prediction server 100.

  At this time, the status setting unit 112 of the processing waiting prediction server 100 receives the determination result from the clerk terminal 300, and if this determination result indicates the presence of the next customer, the customer operation terminal table for the corresponding customer operation terminal 300 The first entry of 125 is deleted and the data after the second entry is carried forward. If the determination result indicates the absence of the next customer, the customer operation terminal table 125 for the customer operation terminal 300 is stored from the storage means 101. Execute the process to be deleted.

  The units 110 to 114, 2102 to 211, and 310 to 313 in the devices constituting the system 10 described so far may be realized as hardware, such as a memory or an HDD (Hard Disk Drive). It may be realized as a program stored in an appropriate storage means. In this case, the CPU of each device reads the corresponding program from the storage means into the memory in accordance with the program execution, and executes it.

--- Example of table structure ---
Next, the structure of the table used by the processing wait prediction server 100 in this embodiment will be described. FIG. 3 is a diagram showing an example of the customer operation terminal table 125 according to the present embodiment. The customer operation terminal table 125 corresponds to the first table recited in the claims of the present application, and is generated by the first table management unit 111 and stored in the storage unit 101. The customer operation terminal table 125 starts from the reception time of the transaction start notification (with the customer operation terminal 200) received from the clerk terminal 300, and until a new customer reaches the estimated number of customers at each estimated time interval. FIG. 5 is a table for each customer operation terminal 200 in which queue start times are associated with all customers in the queue including a customer that is the origin of the transaction start notification when a queue is started to form a queue. . Therefore, the table is created when a customer appears in front of the customer operation terminal 200 and a transaction start request is made.

  In the customer operation terminal table 125, for example, data such as a predicted waiting start time, a processing status (whether or not being handled by the clerk terminal 300), and a process order number by clerk terminal are associated with each other using the process number by customer operation terminal as a key. It is a collection of entries. For example, if the ID of the customer operation terminal 200 is “A”, the processing number for each customer operation terminal is all associated with “A”, and the serial number is associated with the ID of the customer operation terminal for each entry. Has been. Thus, for example, the process for the customer in the queue before the customer operation terminal “A” is “A-1” for the first customer, “A-2” for the second customer, and so on. Of course, the same applies to other customer operation terminals.

  In addition, the predicted waiting start time starts from the time (actual value) at which a customer first lined up on the corresponding customer operation terminal 200 requests the start of processing, and a new customer reaches the predicted number of customers at each predicted time interval. In this case, each customer = the queue start time (predicted value) of each entry when a queue is sequentially formed until a queue is formed.

  The processing status is set by the status setting unit 112 as to whether or not the clerk terminal 300 is handling each entry. The status setting unit 112 registers, in the customer operation terminal table 125, a status indicating that the customer operation terminal 200 is responding to the customer for the attendant terminal 300 that has transmitted the ticket issuing process start instruction. On the other hand, when the notification indicating that the correspondence has been completed for the customer is received from the staff terminal 300, the status setting unit 112 deletes the entry for the customer from the customer operation terminal table 125.

  Further, the processing order number for each clerk terminal is data set after the execution of the process waiting prediction method according to the present embodiment, and the ID of the clerk terminal 300 corresponding to each entry and the processing order in the clerk terminal 300. Contains information. For example, the processing number for each customer operation terminal is “1-A” for the entry “A-1”, for example. This indicates that the clerk terminal “A” is processed “1” th.

  Moreover, FIG. 4 is a figure which shows the example of (a) prediction time interval table 127, (b) prediction customer number table 128, (c) staff terminal information table 130 based on this embodiment. The predicted time interval table 127 is a table stored in advance in the storage unit 101 of the process waiting prediction server 100. For example, the processing waiting prediction server 100 stores the history of the queue start time in the storage means 101 for the customer actually queued at the customer operation terminal 200, and from the history data of the queue start time, It can be assumed that the average value of the difference in queue start time between the customers in the queue is calculated, and this is set as the predicted time interval and stored in the predicted time interval table 127.

  The predicted customer number table 128 is a table that stores the predicted number of customers included in the queue in front of one customer operation terminal. For example, the processing waiting prediction server 100 stores the history of the number of customers in the queue actually generated at the customer operation terminal 200 in the storage unit 101 in the storage unit 101. It is possible to calculate the average value of the number of customers in the queue across the queues and store this in the predicted customer number table 128 as the predicted customer number.

  The clerk terminal information table 130 is a table that stores information on a plurality of clerk terminals 300 used by clerk who handles customers. For example, the ID of the clerk terminal 300 and the customer service status of the clerk terminal 300 are stored. Stored. The customer response status data is always updated to the latest status when the processing waiting prediction server 100 monitors the response status of each clerk terminal 300 to the customer operation terminal 200 or receives a response status report from the clerk terminal 300. It has been updated.

  FIG. 5 is a diagram illustrating an example of the all-customer operation terminal prediction wait start time table 129 according to the present embodiment. In this all-customer operation terminal predicted waiting start time table 129, for example, the second table management means 113 sorts the customers in the order of the matrix start time across the customer operation terminal tables 125 created for each customer operation terminal. In this table, the entries of each customer after the sorting are read out in the order of the matrix start time (= order of the waiting time for prediction) and are listed.

  FIG. 6 shows (a) a process order table 126 for each clerk terminal, (b) a customer operation terminal table 125 for the customer operation terminal B (after giving a process order number for each clerk terminal), (c), It is a figure which shows the example of the customer operation terminal table 125 (after giving the processing order number according to a staff member) of the customer operation terminal D. The staff terminal processing order table 126 is a table corresponding to the second table in the claims of the present invention. The processing order table 126 for each staff terminal is created by the second table management unit 113 of the processing waiting prediction server 100 and stored in the storage unit 101.

  In this clerk terminal processing order table 126, the second table management means 113 sorts the customers in the order of the matrix start time across the customer operation terminal tables 125 created for each customer operation terminal, and after the sorting The customer's entry of each clerk terminal is read in the order of the queue start time, the customer correspondence status of each clerk terminal is read by the storage means, and among the clerk terminals, the terminal currently serving other customers in the queue of the same customer operation terminal , A terminal that is not dealing with a customer when there is no terminal that corresponds to another customer in the queue of the same customer operation terminal, a customer when a terminal that is not dealing with another customer in the queue of the same customer operation terminal does not exist The table is a table in which the entries are sequentially linked to the clerk terminal as the processing target in the priority order of the terminal that is currently being handled but has the smallest number of registered customers to be processed. The clerk terminal processing order table 126 uses, for example, the clerk terminal processing order number as a key, and the entry for each clerk terminal 300 (corresponding to the customer operation terminal processing number in the customer operation terminal table 125) in the processing order. It will be enumerated.

  If this clerk terminal processing order table 126 is used, the clerk terminal processing order number column in the customer operation terminal table 125 can be set. In this case, for example, the first table management unit 111 searches the corresponding data in the processing order table 126 for each clerk terminal for the entry of the processing number “B-1” for each customer operation terminal, and the clerk terminal “b”. It can be recognized that it is processed “1”. Therefore, the first table management unit 111 sets the information of “1-b” as the clerk terminal processing order number in the corresponding column of the clerk terminal processing order number in the customer operation terminal table 125 of the customer operation terminal B ( 6 (b) and (c)).

--- Processing flow example ---
Hereinafter, the actual procedure of the processing waiting prediction method in the present embodiment will be described with reference to the drawings. Note that various operations corresponding to the process waiting prediction method described below are realized by programs that the process waiting prediction server 100 and the customer operation terminal 200 constituting the system 10 read into the respective memories and execute. And such a program is comprised from the code | cord | chord for performing the various operation | movement demonstrated below.

  FIG. 7 is a flowchart showing an example of a processing procedure according to the present embodiment. The customer operation terminal 200 installed in a ticketing facility such as a railway station displays a standby screen 1000 (see FIG. 8) on the output interface 206, for example, and a queue has not yet occurred before that. That is, it is in a state where it has not yet received an operation from a customer. The customer operation terminal 200 receives a transaction start instruction from a customer using the screen 1000 as an input interface.

  If the start notifying unit 210 of the customer operation terminal 200 receives a transaction start instruction from the first customer (from a standby state in which no customer is present) through the screen 1000 (s100), the start notifying unit 210 notifies the processing waiting prediction server 100. A transaction start notification is transmitted (s101). While transmitting the transaction start notification, the start notification means 210 reads the screen data of the inquiry screen 2000 (see FIG. 8) from the storage means 201 of the customer operation terminal 200 and displays it on the output interface 206 ( s102).

  On the other hand, the start instruction means 110 of the processing waiting prediction server 100 receives the transaction start notification from the customer operation terminal 200 and receives a predetermined attendant terminal 300, for example, an attendant terminal 300 that is not currently handling a customer, The terminal a ′ is identified from the staff terminal information table 130, and a ticket issuing process start instruction is transmitted to the staff terminal 300 with the customer operation terminal 200 (s103). The start instruction includes the ID (eg, “A”) of the customer operation terminal 200, an address on the network (eg, the IP address of the customer operation terminal 200, the port number of the corresponding application on the customer operation terminal 200, etc.) Included).

  In the clerk terminal 300 that has received the start instruction, the instruction output means 310 outputs the start instruction (screen 2000 in FIG. 10) to the output interface 306 and the transaction start screen 1003 (see FIG. 8) from the storage means 301. Data is read out and transmitted to the address on the network, that is, to the customer operation terminal 200 (s104). A customer who operates the customer operation terminal 200 browses the screen 1003 and inputs passenger ticket issuance request information via the screen 1003, or displays a staff terminal 300 connected to the customer operation terminal 200. You will receive a ticket by communicating with the staff in charge.

  On the other hand, the first table management unit 111 of the processing waiting prediction server 100 starts the queue sequentially from the reception time of the transaction start notification until a new customer reaches the number of predicted customers at each predicted time interval. A customer operation terminal table 125 (first table) in which queue start times are associated with all the customers in the queue including the customer that is the origin of the transaction start notification. The data is stored in the storage unit 101 (s105).

  For example, it is assumed that the reception time of the transaction start notification is “10:00”. In this case, starting from the reception time “10:00”, the queue is sequentially started until a new customer reaches the predicted number of customers “5” at every predicted time interval “5 minutes”. Create a customer operation terminal table 125 (first table) in which queue start times are associated with all customers in the queue (total of 5 people) including the customer who has been the origin of the transaction start notification. It is. In the example of the customer operation terminal table 125 shown in FIG. 3A, it is '10: 00 'that the first customer visited the customer operation terminal A from the standby state and started the operation. Is the customer operation terminal-specific process number “A-1”. Since the predicted time interval is “5 minutes”, the predicted waiting start time for the next entry “A-2” in the customer operation terminal table 125 is “5 minutes after“ 10:00 ”. 10:05 '. Thereafter, entries up to “A-5” are created and registered.

  Further, the status setting means 112 of the processing waiting prediction server 100 has the customer = entry “A-1” of the customer operation terminal 200 for the attendant terminal 300 (“clerk terminal a”) that has transmitted the ticket issuing process start instruction. Is registered in the customer operation terminal table 125 of the “customer operation terminal A” (s106). In the example illustrated in FIG. 3A, the processing status is set to “processing clerk terminal a” in the record of the entry “A-1”.

  Such a customer operation terminal table 125 is created for each customer operation terminal. Therefore, the number of customer operation terminals 200 that receive operations from customers is created.

  Subsequently, the second table management unit 113 of the processing waiting prediction server 100 reads the created customer operation terminal tables 125 (plural) from the storage unit 101, and selects customers in the order of the matrix start time across the customer operation terminal tables. Sorting is performed (s107).

  Further, the second table management means 113 reads out the entries of the sorted customers in the order of the matrix start time (= order of the prediction waiting start time) and lists them, and the all customer operation terminal prediction waiting time table 129 (see FIG. 5). ) Is created (s108). Next, the second table management means 113 reads the entries from the all-customer operation terminal predicted waiting time table 129 (= which can also be said to be the entry of each customer after sorting) in the order of predicted waiting start time, and each clerk terminal 300 Is read from the clerk terminal information table 130 (s109).

  The second table management means 113 is the first priority among a plurality of attendant terminals 300: the other customer in the queue of the same customer operation terminal = the terminal corresponding to another entry, the second priority: the same customer operation Other customers in the terminal queue = terminals that are not serving customers when there is no terminal that supports other entries, priority 3rd: Other customers in the queue of the same customer operation terminal = corresponding to other entries In the priority order of the terminals that are currently dealing with customers when there are no terminals but have the smallest number of registered customers to be processed (of course, the priority order data is stored in the storage means 101 in advance) (see step s109). And the processing order table 126 for each clerk terminal is created (s110). The clerk terminal processing order table 126 is stored in the storage means 101 by the second table management means 113.

  An outline of an example of a procedure for creating the clerk terminal processing order table 126 by the second table management unit 113 is shown in FIG. First, in the first stage, the entry “A-1” is set at the head of the column of the “personnel terminal a” that is actually corresponding to this. Next, in the second stage, the entry set at the end of each clerk terminal column is checked, and it is recognized that the entry “A-1” is set at the end of the clerk terminal a column. To do. On the other hand, since the entry “A-2” belongs to the queue of “customer operation terminal A” that is the same as the entry “A-1”, “other customers in the queue of the same customer operation terminal” with the highest priority. = Set to the second column in the column of “Clerk terminal a” of “corresponding to the entry“ A-1 ””.

  Further, in the third stage, the entry “B-1” is set at the head of the column of the “clerk terminal b” actually corresponding to this. Similarly, the entry “C-1” is set at the head of the column of the “clerk terminal c” actually corresponding to this. Further, the entry set at the end of each clerk terminal column is checked in the same way as in the second stage, and the entry “A-3” is the entry “A-2” as in the second stage. Belongs to the same queue of “customer operation terminal A” and “the other customer in the queue of the same customer operation terminal of the first priority =“ responding to the entry “A-2” ” Set to the third in the column of “terminal a”.

  Next, in the fourth stage, the entry set at the end of each clerk terminal column is checked, and it is recognized that the entry “B-1” is set at the end of the clerk terminal b column. To do. On the other hand, the entry “B-2” belongs to the same queue of “customer operation terminal B” as the entry “B-1”. Set to the second in the column of “Clerk terminal b” of “customer = corresponding to the entry“ B-1 ””.

  These processes are sequentially continued, and when setting the entry “D-1”, the entry set at the end of the row of each staff terminal is checked again. At this time, no other entry belonging to the queue of “customer operation terminal D” is set at the end of the row of any staff terminal. Therefore, the priority 3 is “the other customer in the queue of the same customer operation terminal = the terminal that is handling the customer but has the smallest number of registered customers to be processed when there is no terminal that supports other entries”. The entry “D-1” is set at the end of the row of the staff terminal “b”. The 5th stage goes in the same way.

  When all the entries included in the customer operation terminal table 125 of all the customer operation terminals 200, that is, the all customer operation terminal prediction waiting time table 129 are set in the clerk terminal processing order table 126, the clerk terminal processing order table shown in the sixth stage is shown. 126.

  The second table management unit 113 in the processing waiting prediction server 100 reads the sorted customer entries in the order of the matrix start time, and sequentially associates them with the clerk terminal 300 as a processing target. If there is no terminal currently serving other customers in the queue and the number of registered customers to be processed is the same among the clerk terminals handling the customer, the clerk terminal indicates the processing start time of the customer at the end of the queue. A process of associating the entry as a processing target may be executed for the staff terminal having the earliest processing start time.

  Thereafter, for example, it is assumed that the processing of the entry “A-1” of the customer who first operated the “customer operation terminal A” from the standby state is terminated at the “clerk terminal a”. At this time, the end notification means 311 of the “clerk terminal a” transmits a notification to the processing waiting prediction server 100 to the effect that the customer has been handled (s111). On the other hand, the status setting unit 112 of the processing waiting prediction server 100 receives a notification from the “personnel terminal a” that the correspondence is completed for the customer = entry “A-1” (s112).

  At this time, the status setting unit 112 in the processing waiting prediction server 100 deletes the corresponding entry “A-1” from the customer operation terminal table 125 for the “customer operation terminal A”, and the next customer is in the queue. The screen data (screen 2001 in FIG. 10) asking whether or not is read from the storage means 101 and transmitted to the “personnel terminal a” (s113). The “customer operation terminal A” includes a camera device 250 that captures the appearance of a customer who is waiting for processing, and the image distribution unit 211 constantly transmits the captured data of the camera device 250 to the staff terminal 300. Alternatively, distribution is performed at predetermined intervals or in response to a distribution request instruction from the staff terminal 300.

  On the other hand, the display processing means 312 of the “clerk terminal a” receives the distribution of the photographing data from the “customer operation terminal A” and displays it on the output interface 306. Therefore, the next customer information notifying unit 313 of the “personnel terminal a” receives the screen data from the processing waiting prediction server 100 and displays it on the output interface 306 (s114).

  Further, the display processing means 312 receives an input of the determination result of the presence / absence of the next customer from an attendant who has confirmed the presence / absence of the next customer by viewing the distribution image from the camera device 250 and receives the determination result. It returns to the processing waiting prediction server 100 (s115).

  At this time, the status setting unit 112 of the processing waiting prediction server 100 receives the determination result from the “personnel terminal a”, and when the determination result indicates the presence of the next customer (s116: yes), the corresponding “customer” The first entry in the customer operation terminal table 125 for “operation terminal A” is deleted, and the data after the second entry is carried forward (s117). On the other hand, if the determination result indicates the absence of the next customer (s116: no), the customer operation terminal table 125 for the corresponding “customer operation terminal A” is deleted from the storage means 101 (s118).

  After such a situation, it is assumed that a transaction start notification is sent to the processing waiting prediction server 100 from a certain customer operation terminal 200, for example, “customer operation terminal B”. In this case, the waiting information notification unit 114 of the processing waiting prediction server 100 reads the customer operation terminal table 125 of the “customer operation terminal B” that has transmitted the transaction start notification from the storage unit 101 (s119).

  Then, an entry for the customer at the head of the queue in the customer operation terminal table 125 (in the example of FIG. 3B, “B-1” is already being processed, so the head of the queue is “B-2”). The waiting information notifying unit 114 counts the ranks in the registered entries in the “clerk terminal b” linked in the clerk terminal processing order table 126 (s120). In the example of FIG. 6 (a), since there is only “B-1” in the first rank, which is currently being processed, the waiting rank of the entry “B-2” is counted as “second”. The The waiting information notifying means 114 transmits the order counted here as processing waiting information to the customer operation terminal 200 (s121).

  Alternatively, as shown in the example of FIG. 11A, the waiting information notification unit 114 refers to the processing order number column for each clerk terminal in the customer operation terminal table 125 of “customer operation terminal B” and is currently processing. Among the entries that are not, the data “2-b” for the first entry “B-2” is read, and “2” is read from “2-b” as the waiting order of the entry “B-2”. It may be counted as “2nd place”. The waiting information notifying unit 114 transmits the order counted here to the customer operation terminal 200 as processing waiting information. Similarly, in the example of FIG. 11 (b), when the transaction start notification is sent from the “customer operation terminal D”, the waiting information notification unit 114 performs the processing order for each clerk terminal in the corresponding customer operation terminal table 125. Referring to the number column, the first entry among the entries not currently being processed, that is, data “3-b” for “D-1” is read, and “3” is set as the waiting order of the entry “D-1”. “3” may be read from “−b” and counted as “third place”. The waiting information notifying unit 114 transmits the order counted here to the customer operation terminal 200 as processing waiting information.

  The waiting information notification unit 114 reads the predicted time interval value (for example, 5 minutes) from the storage unit 101 when transmitting the processing waiting information, and stores the predicted time interval value in the registration entry. The processing wait time for the corresponding customer is calculated by multiplying the ranks (eg: 5 (minutes) × 2 (positions) = 10 minutes), and processing for transmitting this processing wait time to the customer operation terminal 200 is executed. You may do that.

  As described above, according to the present embodiment, it is possible to predict a customer processing waiting time at each customer operation terminal installed at each station, and to provide a fair service in consideration of the order of the matrix start time between customers.

  As mentioned above, although embodiment of this invention was described concretely based on the embodiment, it is not limited to this and can be variously changed in the range which does not deviate from the summary.

It is a network block diagram of the processing waiting prediction system in this embodiment. It is a figure which shows the hardware constitutions of the process waiting prediction server in this embodiment. It is a figure which shows the example of the customer operation terminal table in this embodiment. It is a figure which shows the example of (a) prediction time interval table, (b) prediction customer number table, and (c) staff terminal information table in this embodiment. It is a figure which shows the example of the all-customer operation terminal prediction waiting start time table in this embodiment. According to this embodiment, (a) clerk terminal processing order table, (b) customer operation terminal B customer operation terminal table (after assigning clerk terminal processing order number), (c) customer operation terminal D customer operation It is a figure which shows the example of a terminal table (after giving the process order number according to a staff member terminal). It is a flowchart which shows the example of a process sequence which concerns on this Embodiment. It is a figure which shows the example 1 of a screen which concerns on this Embodiment. It is a figure which shows the outline | summary of the example of a preparation procedure of the process order table according to the staff terminal in this embodiment. It is a figure which shows the example 2 of a screen which concerns on this Embodiment. It is a figure which shows the example of extraction of the waiting information which concerns on this Embodiment.

Explanation of symbols

10 Process Waiting Prediction System 100 Process Waiting Prediction Server 101, 201, 301 Storage Unit (HDD)
102, 202, 302 Program 103, 203, 303 Memory 104, 204, 304 CPU
105, 205, 305 Input interface 106, 206, 306 Output interface 107, 207, 307 Communication means 110 Start instruction means 111 First table management means 112 Status setting means 113 Second table management means 114 Waiting information notification means 125 Customer operation terminal Table 126 Processing order table by staff terminal 127 Prediction time interval table 128 Predicted customer number table 130 Staff terminal information table 129 All customer operation terminals prediction waiting start time table 140 Network 200 Customer operation terminal 210 Start notification means 211 Image distribution means 300 310 Instruction output means 311 Completion notification means 312 Display processing means 313 Next customer information notification means

Claims (6)

A customer operation terminal that accepts a passenger ticketing request from a customer,
A communication means for executing communication via a network;
Accept the transaction start instruction from the customer at the input interface, execute the process of sending the transaction start notification to the process waiting prediction server,
A processing waiting prediction server that accepts a passenger ticketing request from the customer operation terminal,
Estimated time interval of queue start time between customers who make a queue in front of the customer operation terminal, predicted number of customers included in the queue in front of one customer operation terminal, and a plurality of attendant terminals used by an attendant who handles the customer Storage means for storing the information of
A communication means for performing communication via a network,
Processing for receiving the transaction start notification from the customer operation terminal, and transmitting a ticket issuing process start instruction with the customer operation terminal to a predetermined attendant terminal;
Starting from the reception time of the transaction start notification, it is specified that a new customer starts a queue in order to reach the predicted number of customers every predicted time interval and forms a queue, and becomes the origin of the transaction start notification Processing to create a first table in which queue start times are associated with all customers in the queue including the customer and store them in storage means;
For the clerk terminal that has transmitted the instruction to start the ticketing process, the status indicating that the customer is responding to the customer of the customer operation terminal is registered in the first table, and a notification that the handling of the customer has been completed is sent from the clerk terminal. If received, processing for deleting the entry for the customer from the first table;
The first table created for each customer operation terminal is read from the storage means, the customers are sorted in the order of the matrix start time across the first tables, the entries of each customer after the sort are read in the order of the matrix start time, Read the customer-facing status of the clerk terminal with the storage means, and among the clerk terminals, the terminal that corresponds to the other customer in the queue of the same customer operation terminal, the other customer in the queue of the same customer operation terminal A terminal that is not handling customers when there is no compatible terminal, a terminal that is handling customers when there is no other customer in the queue of the same customer operation terminal, but has the smallest number of registered customers to process , In order of priority, the entry is registered as a processing target sequentially linked to the clerk terminal, a second table is created and stored in the storage means;
The first table of the customer operation terminal that has transmitted the transaction start notification is read from the storage means, and the entry about the customer at the head of the queue in this first table is the clerk terminal linked in the second table. And processing for transmitting the order counted here as processing waiting information to the customer operation terminal.
A process waiting prediction method characterized by that. The processing waiting prediction server is
When each sorted customer entry is read out in the order of the queue start time and linked to the clerk terminal as a processing target, there is no terminal that is currently responding to other customers in the queue of the same customer operation terminal, and the customer is being handled. If the number of registered customers to be processed is the same among the clerk terminals, the process start time of the customer at the end of the queue is compared between the clerk terminals, and the entry for the clerk terminal with the earliest process start time The process waiting prediction method according to claim 1, wherein a process of linking as a processing target is executed. The processing waiting prediction server is
When transmitting the processing waiting information, the value of the predicted time interval is read from the storage means, and the processing waiting time for the customer is calculated by multiplying the predicted time interval value by the rank in the registered entry. The process waiting prediction method according to claim 1, wherein a process of transmitting the processing waiting time to the customer operation terminal is executed. The customer operation terminal is
It is equipped with a camera device that captures the image of a customer waiting for processing, and executes processing for distributing shooting data of the camera device to a staff terminal,
The processing waiting prediction server is
If a notification to the effect that the correspondence has been completed is received from the attendant terminal, an entry for the customer is deleted from the first table, and screen data for asking whether the next customer is in the queue is displayed on the attendant. Execute the process to send to the terminal,
The staff terminal is
Processing for receiving the delivery of the shooting data from the customer operation terminal and displaying it on an output interface;
Receiving the screen data from the process waiting prediction server and displaying it on an output interface; receiving an input of a determination result of the presence / absence of a next customer from an attendant via an input interface; and returning the determination result to the process waiting prediction server. Run,
The processing waiting prediction server is
The determination result is received from the attendant terminal, and when the determination result indicates the presence of the next customer, the first entry of the first table for the corresponding customer operation terminal is deleted, and the data after the second entry is advanced. When the determination result indicates the absence of the next customer, a process of deleting the first table for the corresponding customer operation terminal from the storage means is executed.
The process waiting prediction method according to any one of claims 1 to 3, wherein A customer operation terminal comprising: a communication unit that performs communication via a network; and a unit that receives a transaction start instruction from a customer at an input interface and transmits a transaction start notification to a processing waiting prediction server;
Estimated time interval of queue start time between customers who make a queue in front of the customer operation terminal, predicted number of customers included in the queue in front of one customer operation terminal, and a plurality of attendant terminals used by an attendant who handles the customer Storage means for storing the information of
A communication means for performing communication via a network;
Means for receiving the transaction start notification from the customer operation terminal, and transmitting a ticket issuing process start instruction with the customer operation terminal to a predetermined attendant terminal;
Starting from the reception time of the transaction start notification, it is specified that a new customer starts a queue in order to reach the predicted number of customers every predicted time interval and forms a queue, and becomes the origin of the transaction start notification Means for creating and storing in a storage means a first table in which queue start times are associated with all customers in the queue including the customer;
For the clerk terminal that has transmitted the instruction to start the ticketing process, the status indicating that the customer is responding to the customer of the customer operation terminal is registered in the first table, and a notification that the handling of the customer has been completed is sent from the clerk terminal. If received, means for deleting an entry for the customer from the first table;
The first table created for each customer operation terminal is read from the storage means, the customers are sorted in the order of the matrix start time across the first tables, the entries of each customer after the sort are read in the order of the matrix start time, Read the customer-facing status of the clerk terminal with the storage means, and among the clerk terminals, the terminal that corresponds to the other customer in the queue of the same customer operation terminal, the other customer in the queue of the same customer operation terminal A terminal that is not handling customers when there is no compatible terminal, a terminal that is handling customers when there is no other customer in the queue of the same customer operation terminal, but has the smallest number of registered customers to process Means for sequentially registering and registering the entries as processing targets in the priority order of the clerk terminal, and storing the second table in the storage means;
The first table of the customer operation terminal that has transmitted the transaction start notification is read from the storage means, and the entry about the customer at the head of the queue in this first table is the clerk terminal linked in the second table. A processing waiting prediction server comprising: a means for counting the rank in the registered entry of, and means for transmitting the counted rank as processing waiting information to the customer operation terminal;
Processing waiting prediction system consisting of. Estimated time interval of queue start time between customers who make a queue in front of the customer operation terminal, predicted number of customers included in the queue in front of one customer operation terminal, and a plurality of attendant terminals used by an attendant who handles the customer Storage means for storing the information of
A communication means for performing communication via a network;
Means for receiving a transaction start notification from a customer via the customer operation terminal, and transmitting a ticket issuing process start instruction with the customer operation terminal to a predetermined attendant terminal;
Starting from the reception time of the transaction start notification, it is specified that a new customer starts a queue in order to reach the predicted number of customers every predicted time interval and forms a queue, and becomes the origin of the transaction start notification Means for creating and storing in a storage means a first table in which queue start times are associated with all customers in the queue including the customer;
For the clerk terminal that has transmitted the instruction to start the ticketing process, the status indicating that the customer is responding to the customer of the customer operation terminal is registered in the first table, and a notification that the handling of the customer has been completed is sent from the clerk terminal. If received, means for deleting an entry for the customer from the first table;
The first table created for each customer operation terminal is read from the storage means, the customers are sorted in the order of the matrix start time across the first tables, the entries of each customer after the sort are read in the order of the matrix start time, Read the customer-facing status of the clerk terminal with the storage means, and among the clerk terminals, the terminal that corresponds to the other customer in the queue of the same customer operation terminal, the other customer in the queue of the same customer operation terminal A terminal that is not handling customers when there is no compatible terminal, a terminal that is handling customers when there is no other customer in the queue of the same customer operation terminal, but has the smallest number of registered customers to process Means for sequentially registering and registering the entries as processing targets in the priority order of the clerk terminal, and storing the second table in the storage means;
The first table of the customer operation terminal that has transmitted the transaction start notification is read from the storage means, and the entry about the customer at the head of the queue in this first table is the clerk terminal linked in the second table. Means for counting the rank in the registered entry, and transmitting the rank counted here to the customer operation terminal as processing waiting information;
Processing waiting prediction server comprising

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