JP6692663B2 - Support device and support method - Google Patents

Description

  The present invention relates to a support device and the like.

  In recent years, companies generally perform various after-sales services after a customer purchases a product. For example, in a company, a call center or a contact form on a homepage is set up, and when an inquiry (incident) regarding a product is received from a customer, the operator of the company responds to the incident.

  When carrying out incident response, the operator reflects the status of incident response on a dedicated inquiry screen. As a result, the customer can confirm the status of incident response by accessing the inquiry screen by using the PC or the mobile terminal.

JP-A-8-255150 JP, 2007-328632, A JP-A-8-147230

  However, the above-mentioned conventional technique has a problem that it is not possible to improve customer satisfaction.

  For example, in the conventional incident response, as described above, the customer is only notified of the response status using a dedicated inquiry screen or the like. For this reason, the operator cannot properly handle the incident without knowing the urgency of the customer unless there is a specific action from the customer such as a complaint.

  In one aspect, the present invention aims to provide an assisting device and an assisting method capable of improving customer satisfaction.

  In the first proposal, the support device has a storage unit, an update unit, and a notification control unit. The storage unit stores, for each different display level, a table in which the display level is associated with a plurality of types of statuses indicating the processing status in the case of responding to the incident from the client. The update unit updates the current display level according to the access from the client to the information indicating the processing status of the incident. The notification control unit notifies the client of status information based on the current display level and the table.

  It is possible to reduce customer anxiety and improve satisfaction.

FIG. 1 is a diagram showing the configuration of the system according to the present embodiment. FIG. 2 is a diagram for explaining an example of the contents of the status according to the change of the display level and the display level. FIG. 3 is a functional block diagram showing the configuration of the support device. FIG. 4 is a diagram showing an example of the data structure of the status table. FIG. 5 is a diagram showing an example of the data structure of the management table. FIG. 6 is a diagram showing an example of the incident notification screen. FIG. 7 is a diagram showing an example of the inquiry screen. FIG. 8 is a flowchart (1) showing the procedure of the support device according to the present embodiment. FIG. 9 is a flowchart (2) showing the procedure of the support device according to the present embodiment.

  Hereinafter, embodiments of the support device and the support method disclosed in the present application will be described in detail with reference to the drawings. The present invention is not limited to the embodiments.

  FIG. 1 is a diagram showing the configuration of the system according to the present embodiment. As shown in FIG. 1, this system includes customer terminals 10a, 10b, 10c, operator terminals 20a, 20b, 20c, and a support device 100. The customer terminals 10a, 10b, 10c, the operator terminals 20a, 20b, 20c, and the support device 100 are connected to each other via a network 50.

  Here, the customer terminals 10a, 10b, and 10c are shown, but other customer terminals may be connected to the network 50. Further, although the operator terminals 20a, 20b, and 20c are shown, other operator terminals may be connected to the network 50. The customer terminals 10a to 10c are collectively referred to as the customer terminal 10 as appropriate. The operator terminals 20a to 20c are collectively referred to as an operator terminal 20 as appropriate.

  The customer terminal 10 is a terminal device used by a customer, and corresponds to, for example, a PC (Personal Computer), a tablet terminal, a smartphone, or the like. When a customer purchases a product, the customer requests the incident response by notifying the operator of the content of the problem. After making a request for incident response to the operator, the customer operates the customer terminal 10 to access the dedicated inquiry screen provided to the support apparatus 100 when confirming the processing status of incident response. .. In the following description, the processing status of incident response will be appropriately referred to as status.

  The operator terminal 20 is a terminal device used by an operator, and corresponds to, for example, a PC or the like. When the operator receives a request for incident response from a customer, the operator responds to the incident. The operator operates the operator terminal 20 to upload the information on the incident response status to the inquiry screen of the support apparatus 100.

  In this embodiment, a display level is set for each incident, and the contents of the status that the operator can select differ depending on the display level. When setting the status of an incident, the operator selects the status from the statuses according to the display level of the incident. The display level corresponding to the incident and the content of the selectable status are managed by the support device 100 described later.

  The support device 100 is a device that sets a display level for each incident, and when an access is received from the operator terminal 20, as a status to be set in the incident, a status corresponding to the current display level of the incident is selectably displayed. is there. When the operator operates the operator terminal 20 to select a status, the content of the selected status is reflected on a dedicated inquiry screen. The inquiry screen is accessed and notified by the customer terminal 10.

  In addition, when the support device 100 receives an access from the customer terminal 10 to the dedicated inquiry screen, the support device 100 raises the current display level for the incident. For example, when the support device 100 receives access from the customer terminal 10 three times or more per hour, the support device 100 raises the display level by 1. On the other hand, the support apparatus 100 lowers the display level by 1 when the classification of the current status is shifted to the next classification one level below the current display level due to the incident response of the operator.

  Here, an example of the change of the display level and the content of the status according to the display level will be described. FIG. 2 is a diagram for explaining an example of the contents of the status according to the change of the display level and the display level.

As an example, it is assumed that the status regarding each display level of the incident shifts as follows according to the operator's response. When the display level is “LEVEL1”, the status types selectable by the operator are “reception” during the time T ₀ to T ₁ , “waiting for correspondence” during the time T ₁ to T ₃ , and T ₃ "under investigation" until T ₉ from, T ₉ or later is "Answered".

If the display level is "LEVEL2" are the type of operator-selectable status, "XX th" from time T ₁ to T _2, between the time T _2, to T ₃ as "next corresponding" Become. In addition, the type of selectable status, "the article in confirmation" until T ₅ from the time T _3, "in the inquiry" during the period from the time T ₅ to T _7, during the period from the time T ₇ to T ₉ "answer "Preparing".

If the display level is "LEVEL3", the operator can select status, "Checking the relevant article" from time T ₃ to T _4, from time T ₄ to T ₅ 'in factors confirmation " , From time T ₅ to time T ₆ , “inquiring about XX company” is set. The selectable statuses are “Reconfirmation of Factors” from time T ₆ to T ₇ , “Confirming Countermeasures” from time T ₇ to T ₈ , and “Measurement from time T ₈ to T ₉ ”. Answers are being prepared ”.

  In the following, an example of the status displayed on the inquiry screen for a certain incident when the customer operates the customer terminal 10 to access the inquiry screen of the support apparatus 100 from A1 to A11 will be described. The initial value of the display level for the incident is “LEVEL1”. When the customer operates the customer terminal 10 to access A1 the inquiry screen of the support apparatus 100, the status "reception" is displayed.

  When the customer operates the customer terminal 10 to access the inquiry screen of the support apparatus 100 by A2 or A3, the status "waiting for support" is displayed. When the customer operates the customer terminal 10 to access A4 the inquiry screen of the support apparatus 100, the display level is updated to "LEVEL2" because the number of accesses per hour exceeds three times, and the status "XXth Is displayed.

  Due to the incident response by the operator, the status classification shifts from "XXth" to "next response". The display level remains "LEVEL2". When the customer operates the customer terminal 10 to access A5 to the inquiry screen of the support apparatus 100, the status "waiting for support" is displayed.

  When the status classification shifts due to the incident response by the operator, the current display level is LEVEL2, but the next status classification is any one of "material confirmation", "inquiry", and "preparing reply". However, in this case, since the status classification of the corresponding display level “LEVEL1” is also shifted, the display level is updated to LEVEL1 and the status classification becomes “Under investigation”. When the customer operates the customer terminal 10 to access A6 to the inquiry screen of the support apparatus 100, the status "in-study" is displayed. Although illustration is omitted, it is assumed that a plurality of accesses occur between the access A6 and the access A7 and the display level is updated to “LEVEL2”.

  When the customer operates the terminal device 10 to access A7 to the inquiry screen of the support device 100, the status “material checking” is displayed. Although illustration is omitted, it is assumed that a plurality of accesses are stopped during the period from access A7 to access A8 and the display level is updated to "LEVEL3".

  When the customer operates the terminal device 10 to access A8 to the inquiry screen of the support device 100, the status “factor checking” is displayed. When the status classification shifts from "factor confirmation" to "inquiry to XX company" due to operator's incident response, the display level is updated to "LEVEL2". When the customer operates the customer terminal 10 to access A9 the inquiry screen of the support apparatus 100, the status "inquiring" is displayed. Although illustration is omitted, it is assumed that a plurality of accesses occur between the access A9 and the access A10, and the display level is updated to “LEVEL3”.

  When the customer operates the terminal device 10 to access A10 to the inquiry screen of the support device 100, the status "factor reconfirmation in progress" is displayed. After that, when the customer operates the terminal device 10 and accesses A11 to the inquiry screen of the support device 100, the status "answered" is displayed.

  As described above, the support device 100 updates the display level according to the frequency of inquiries from the customer, displays the status corresponding to the display level so that the operator can select the status, and displays the status that has been selected by the operator. Perform the process of notifying the customer of information. As a result, if the customer frequently accesses, more detailed status can be notified, and for example, the customer can be notified that the response status is progressing, thus improving customer satisfaction. You can

  Next, the configuration of the support device according to the present embodiment will be described. FIG. 3 is a functional block diagram showing the configuration of the support device. As shown in FIG. 3, the support device 100 includes a communication unit 110, a storage unit 120, and a control unit 130.

  The communication unit 110 is a processing unit that executes data communication with the customer terminal 10 and the operator terminal 20 via the network 50. The communication unit 110 corresponds to, for example, a communication device. The control unit 130, which will be described later, exchanges data with the customer terminal 10 and the operator terminal 20 via the communication unit 110.

  The storage unit 120 has a status table 121 and a management table 122. The storage unit 120 corresponds to a semiconductor memory device such as a RAM (Random Access Memory), a ROM (Read Only Memory), and a flash memory (Flash Memory), or a storage device such as an HDD (Hard Disk Drive).

  The status table 121 is a table that associates display levels with statuses corresponding to the display levels. FIG. 4 is a diagram showing an example of the data structure of the status table. As shown in FIG. 4, the status table 121 associates display levels with status types. The display level indicates the frequency of access to the inquiry screen from the customer terminal 10. The higher the access frequency, the higher the display level. The status type indicates the type of status that the operator can select according to the display level.

  For example, when the display level is “LEVEL1”, the selectable status types are “reception, waiting for support, surveying, and completed”.

  When the display level is "LEVEL2", the selectable status types are "XXth, next correspondence, checking materials, inquiring, preparing for answer". Even if the display level is "LEVEL2", the status "accepted and answered" can be selected.

  When the display level is "LEVEL3", the selectable status types are "Checking applicable materials, checking factors, inquiring to XX company, checking factors again, checking countermeasures, creating response" Become. Even if the display level is “LEVEL3”, the status “reception, XXth, next correspondence, answered” can be selected.

  The management table 122 is a table that holds the current display level corresponding to the incident. FIG. 5 is a diagram showing an example of the data structure of the management table. As shown in FIG. 5, the management table 122 associates incident numbers, incident contents, customer identification information, access counts, cumulative access counts, display levels, and address information. The incident number is a number that uniquely identifies an incident that the operator deals with. The incident content indicates the content of the incident. The customer identification information is a number that uniquely identifies the customer. The number of accesses indicates the number of accesses to the incident inquiry screen per unit time. The cumulative access count is a cumulative value of the access counts. The display level indicates the current display level for the incident. The address information indicates the address of the inquiry screen showing the status of incident response.

  The record on the first line in FIG. 5 will be described. The content of the incident with the incident number “Id15-0001” is “Ox data cannot be ... in some cases”. The content of this incident is the incident requested to be handled by the customer of the customer identification information “U101”. The number of accesses to the inquiry screen that displays the status of the incident with the indent number "Id15-0001" is "1", the cumulative number of accesses is "10", and the display level is "LEVEL1". Further, the inquiry address of the incident with the incident number “Id15-0001” is “http // ...”.

  Returning to the explanation of FIG. The control unit 130 includes an updating unit 131 and a notification control unit 132. The control unit 130 corresponds to an integrated device such as an ASIC (Application Specific Integrated Circuit) or an FPGA (Field Programmable Gate Array). Further, the control unit 130 corresponds to an electronic circuit such as a CPU (Central Processing Unit) or an MPU (Micro Processing Unit), for example.

  The update unit 131 is a processing unit that updates the current display level according to the access from the customer terminal 10 to the inquiry screen indicating the status of the incident. Hereinafter, an example of the processing of the updating unit 131 will be described. The update unit 131 executes a process of newly registering incident information and a process of updating the incident display level.

  A process in which the update unit 131 newly registers incident information will be described. The update unit 131 receives the incident request information from the customer terminal 10. For example, the incident request information includes an incident number and customer identification information. The updating unit 131 assigns a unique incident number, and registers the incident number, the content of the incident, the customer identification information, and the address information in the management table 122. Also, the access count and the current display level are set to initial values. The initial value of the number of accesses is 0. The initial value of the current display level is "LEVEL1".

  When the registration of the incident information is completed, the updating unit 131 notifies the customer terminal 10 that is the sender of the incident information of the address information of the inquiry screen.

  The process in which the updating unit 131 updates the incident display level will be described. The updating unit 131 monitors whether or not the address information notified to the customer terminal 10 is accessed from the customer terminal 10, and counts the access to the address information per unit time. The updating unit 131 registers the counted access count in the access count of the management table 122. The updating unit 131 resets the access count to the initial value every time one hour elapses. The updating unit 131 registers the cumulative number of accesses in the cumulative number of accesses.

  The update unit 131 updates the current display level to the next higher display level when the number of accesses to the incident is equal to or greater than the threshold value. The threshold is set to, for example, “3”, but the administrator may change the threshold as appropriate. The initial display level is "LEVEL1" and the maximum display level is "LEVEL4". For example, the update unit 131 updates the display level to “LEVEL2” when the number of accesses reaches “3” in the state where the display level of the incident number “Id15-0001” is “LEVEL1”.

  The updating unit 131 updates the current display level to the next lower display level when the status division to which the operator corresponds shifts to the next division below the current display level. To do. For example, from the operator terminal 20, the update unit 131 informs the operator that the status classification has changed from “Next Correspondence” to “Material Checking” in a state where the display level of the incident number “Id15-0001” is “LEVEL2”. Suppose you have been notified. In this case, the update unit 131 updates the display level of the incident number “Id15-0001” from “LEVEL2” to “LEVEL1”.

  For example, in the state where the display level of the incident number “Id15-0001” is “LEVEL3”, the update unit 131 notifies the operator that the status classification has transitioned from “factor checking” to “inquiring XX company”. It is assumed that the notification is given from the terminal 20. In this case, the update unit 131 updates the display level of the incident number “Id15-0001” from “LEVEL3” to “LEVEL2”.

  The notification control unit 132 displays a plurality of types of statuses corresponding to the current display level on the operator terminal 20 in a state selectable by the operator based on the status table 121 and the current display level. The notification control unit 132 also notifies the customer terminal 10 that has accessed the inquiry screen of the status information received from the operator terminal 20.

  The notification control unit 132 causes the operator terminal 20 to display an incident notification screen. For example, the notification control unit 132 acquires the incident number of the incident corresponding to the operator from the operator terminal 20, and identifies the display level of the incident by comparing the acquired incident number with the management table 122.

  FIG. 6 is a diagram showing an example of the incident notification screen. As shown in FIG. 6, the incident screen 30 includes areas 31 to 40. The area 31 is an area for displaying an incident number. The area 32 is an area for displaying the current display level. The area 33 is an area for displaying the content of the incident. The area 34 is an area in which the operator inputs an incident response. The area 35 is an area in which selectable statuses are displayed. The area 36 is an area displayed when the current display level becomes “LEVEL4”, and is an area in which the operator inputs the supplementary information of the status. The area 37 is an area in which information on the product targeted for the incident is displayed. The area 38 is an area for displaying the time when the incident is accepted. The area 39 is an area for inputting the date and time when the operator responded to the incident. The area 40 is an area for displaying the cumulative number of accesses to the incident.

  The area 35 will be specifically described. The notification control unit 132 displays a plurality of types of statuses in the area 35 according to the current display level. The operator operates the operator terminal 20 to select one of the statuses displayed in the area 35.

  When the current display level is “LEVEL1”, the notification control unit 132 causes the area 35 to display the status “acceptance, waiting for response, surveying, answered”.

  When the current display level is “LEVEL2”, the notification control unit 132 displays the status “XXth, next correspondence, checking materials, inquiring, preparing for answer” in the area 35. The notification control unit 132 may display the status “accepted, answered” in the area 35 even if the display level is “LEVEL2”.

  When the current display level is “LEVEL3”, the notification control unit 132 displays in the area 35 the status “Checking relevant materials, checking factors, checking XX company, checking factors again, checking countermeasures”. , Answer being created ”is displayed. Note that the notification control unit 132 may display the status “reception, XXth, next correspondence, answered” in the area 35 even if the display level is “LEVEL3”.

  Further, when the current display level becomes “LEVEL4”, the notification control unit 132 displays the area 36 on the incident notification screen 30.

  When the notification control unit 132 receives access to the inquiry screen from the customer terminal 10, the notification control unit 132 displays the inquiry screen on the customer terminal 10. FIG. 7 is a diagram showing an example of the inquiry screen. As shown in FIG. 7, the inquiry screen 50 has a region 51, a region 52, a region 53, and a button 54.

  The area 51 is an area for displaying an incident number. The area 52 is an area for displaying the content of the incident. The area 53 is an area for displaying the status. For example, the notification control unit 132 reflects the content of the status selected by the operator in the area 35 of FIG. 6 in the area 53.

  For example, regarding the incident number “id15-000181”, it is assumed that the operator operates the operator terminal 20 and selects the status “factor checking” among the statuses displayed in the area 35. In this case, the notification control unit 132 causes the area 53 to display “factor checking”.

  When the current display level for the incident number is “LEVEL4”, the notification control unit 132 arranges the button 54 on the inquiry screen 50 and displays it on the customer terminal 10. The notification control unit 132 does not arrange the button 54 when the display level is lower than “LEVEL4”. When the notification control unit 132 detects that the customer has operated the customer terminal 10 to press the button 54, the notification number and the information indicating that the button 54 has been pressed are notified to the operator terminal 20. Further, the notification control unit 132 notifies the customer terminal 10 of the supplementary information of the status input in the area 36 by the operator when the button 54 is pressed.

  Next, a processing procedure of the support device 100 according to the present embodiment will be described. FIG. 8 is a flowchart (1) showing the procedure of the support device according to the present embodiment. As shown in FIG. 8, the update unit 131 of the support apparatus 100 determines whether or not access to the incident inquiry screen has been received (step S101). If the update unit 131 has not received access to the incident inquiry screen (step S101, No), the update unit 131 proceeds to step S101 again.

  When the update unit 131 receives access to the incident inquiry screen (Yes in step S101), the update unit 131 updates the access count (step S102). The updating unit 131 determines whether the access count is equal to or greater than the threshold value (step S103).

  If the access count is not greater than or equal to the threshold value (No in step S103), the updating unit 131 ends the process. On the other hand, when the access count is equal to or greater than the threshold value (step S103, Yes), the updating unit 131 raises the current display level by 1 (step S104).

  FIG. 9 is a flowchart (2) showing the procedure of the support device according to the present embodiment. As illustrated in FIG. 9, the notification control unit 132 of the support apparatus 100 determines whether the incident number has been accepted from the operator terminal 20 (step S201). If the incident number is not accepted from the operator terminal 20 (step S201, No), the notification control unit 132 moves to step S201 again.

  When receiving the incident number from the operator terminal 20 (step S201, Yes), the notification control unit 132 determines the display level corresponding to the incident number (step S202). The notification control unit 132 notifies the operator terminal 20 of the status information corresponding to the display level in a selectable state (step S203). For example, in step S203, the notification control unit 132 generates the information of the incident notification screen illustrated in FIG. 6 and notifies the operator terminal 20 of the information.

  The notification control unit 132 determines whether the display level is "LEVEL4" (step S204). When the display level is not “LEVEL4” (step S204, No), the notification control unit 132 notifies the customer terminal 10 of the status information selected by the operator (step S205), and proceeds to step S207.

  On the other hand, when the display level is “LEVEL4” (step S204, Yes), the notification control unit 132 notifies the customer terminal 10 of the status information selected by the operator and causes the button to be displayed (step S206). ), And proceeds to step S207. For example, in step S206, the notification control unit 132 displays the button 54 shown in FIG. 7 on the screen of the customer terminal 10. In addition, the area 36 shown in FIG. 6 may be displayed on the operator terminal 20.

  The notification control unit 132 determines whether or not the information indicating that the status has shifted to the next stage is received from the operator terminal 20 (step S207). When the notification control unit 132 has not received the information indicating that the status has shifted to the next stage from the operator terminal 20 (step S207, No), the processing ends.

  When the communication control unit 132 receives the information indicating that the status has shifted to the next stage from the operator terminal 20 (Yes in step S207), the communication control unit 132 determines whether the current display level is lowered by one. The determination is made (step S208). If they match (Yes in step S208), the communication control unit 132 lowers the current display level by one (step S209). On the other hand, if they do not match (No in step S208), the communication control unit 132 ends the process.

  Next, effects of the support device 100 according to the present embodiment will be described. The support apparatus 100 updates the display level according to the frequency of inquiries from the customer, displays the status corresponding to the display level to the operator in a selectable manner, and notifies the customer of the status information in which the operator's selection is accepted. Perform processing to In this way, if the customer accesses frequently, it is possible to notify a more detailed status, for example, the customer can be notified that the response status is progressing, so that the customer's anxiety is reduced and the satisfaction level is reduced. Can be improved.

  The support apparatus 100 executes a process of lowering the current display level by one when the current status classification shifts to the next classification and matches the condition of lowering by one. As a result, the contents of the status of the customer can be prevented from becoming extremely simple, and the gap given to the customer can be reduced.

  When the display level reaches “LEVEL4”, the support apparatus 100 arranges a button for confirming the processing status of the incident on the inquiry screen displayed on the customer terminal. Therefore, a customer who repeatedly accesses the inquiry screen can provide a means for simply confirming the processing status.

  By the way, the processing of the support device 100 described above is an example. Hereinafter, other processes (1) and (2) executed by the support device 100 will be described.

  Other processing (1) executed by the support device 100 will be described. The updating unit 131 of the support apparatus 100 counts the number of accesses to the inquiry screen corresponding to the incident number, but the number is not limited to this. According to the above process, the number of accesses is similarly counted even if a customer other than the customer who has requested the incident response makes an access. Therefore, the updating unit 131 may count the number of times of access when the access is accepted from the customer having the customer identification number associated with the incident number.

  For example, when the update unit 131 receives an access request for the inquiry screen for address information from the customer terminal 10, the update unit 131 requests the customer identification information from the customer terminal 10. The update unit 131 increments the access count when the requested customer identification information matches the customer identification information of the corresponding incident number. Specifically, the updating unit 131 increments the access count of the incident number “Id15-0001” when the customer of the customer identification information “U101” accesses the inquiry screen of the incident number “Id15-0001”. To do.

  Another process (2) executed by the support device 100 will be described. Although the updating unit 131 of the support apparatus 100 raises the current display level by one when the number of counts is equal to or greater than the threshold, the present invention is not limited to this. For example, the updating unit 131 records a pair of the terminal device that has accessed the inquiry screen and the customer identification information in association with each other for each incident number, and records the combination, and when it is detected that the terminal device of the access source has been switched, the display is displayed. You may increase the level by one.

  For example, it is assumed that the updating unit 131 has received the access to the inquiry screen with the incident number “Id15-0001” from the first terminal device operated by the customer with the customer identification information “U101” until now. When the access source operated by the customer of the customer identification information “U101” is switched from the first terminal device to the second terminal device, the updating unit 131 increases the display level of the incident number “Id15-0001” by one. For example, when the customer operates the notebook PC to access the inquiry screen, but operates the smartphone instead of the smartphone to access the inquiry screen, it can be said that the customer's urgency is high.

  By the way, of the processes described in the present embodiment, all or part of the processes described as being automatically performed may be manually performed, or the processes described as manually performed may be performed. The whole or part of the process can be automatically performed by a known method. In addition, the processing procedures, control procedures, specific names, and information including various data and parameters shown in the above-mentioned documents and drawings can be arbitrarily changed unless otherwise specified.

  Furthermore, each processing function performed by each device may be realized by a CPU and a program that is analyzed and executed by the CPU, or a part thereof, or may be realized as hardware by a wired logic.

10a, 10b, 10c Customer terminal 20a, 20b, 20c Operator terminal 100 Support device

Claims (9)

For each different display level, the display level, and a storage unit that stores a table that associates a plurality of types of status indicating the processing status when responding to an incident from the client,
An updating unit that updates the current display level by increasing the current display level so that many update requests for information indicating the incident processing status from the client for the information indicating the incident processing status are accepted .
A support device, comprising: a notification control unit for notifying the client of status information based on the current display level and the table.   The notification control unit displays a plurality of types of statuses corresponding to the current display level in a state that can be selected by an operator, and notifies the client of status information that has been selected by the operator. The support device according to claim 1.   The update unit sets the initial value of the current display level to the lowest level, and increases the current display level so as to receive more update requests for information indicating the processing status of the incident from the client. The support device according to claim 1, which is executed.   The support device according to claim 1, 2 or 3, wherein the update unit executes a process of lowering the current display level when the current status classification shifts to the next classification.   The support apparatus according to claim 4, wherein the update unit lowers the current display level by 1 when performing the process of lowering the current display level.   The notification control unit notifies the client of information for selecting whether to confirm the processing status of the incident when the current display level reaches a predetermined display level. The support device according to any one of 1 to 5.   The update unit acquires an ID of the client, counts an update request from the client for each ID, and updates the current display level based on the counted result. The support device according to any one of 1 to 5.   The update unit raises the current display level when an update request source from a client regarding information indicating the processing status of the incident has changed, and the update unit increases the current display level. Support equipment. A computer-implemented method of assistance,
By increasing the current display level so as to receive many update requests for information indicating the incident processing status from the client for information indicating the incident processing status from the client , the current display level is updated,
For each different display level, a table in which the display level is associated with a plurality of types of statuses indicating the processing status when responding to the incident, and the current display level based on the current display level, the status information is stored in the client. A support method characterized by executing a process of notifying to.

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