JP7661908B2 - Information processing device, selection method, and selection program - Google Patents

Description

The present invention relates to an information processing device, etc.

Conventionally, when a failure occurs at a customer's data center, information about the nature of the failure is registered in an incident system and referenced by a selector in the data center's operations management department. For example, if the selector finds it difficult to handle the failure with on-site workers alone, he or she will talk to multiple staff members working in the office and, depending on the nature of the failure, select a staff member who is able to handle the failure and has spare time, and request that the person handle the failure.

Japanese Patent Application Publication No. 11-195191 JP 2004-013594 A JP 2015-215739 A

Remote work has become more common in recent years, and there are an increasing number of cases where operation and management department staff work from remote environments such as their homes or satellite offices. In such remote environments, it is difficult for the selector to grasp the situation of each staff member, making it difficult to select staff members who have time to work, as was done in the past.

It is also conceivable that each person in charge could press a button to notify the selected person of whether or not they currently have enough time for work, but pressing a button while working on their own work is cumbersome. Also, there may be cases where another task arises immediately after pressing a button to notify that they have enough time for work.

In one aspect, the present invention aims to provide an information processing device, a selection method, and a selection program that can select the most suitable person to be in charge when a failure occurs.

In the first proposal, the information processing device has an identification unit and a determination unit. When the identification unit acquires information about a fault that has occurred in a monitored device, it identifies from multiple personnel a person who can respond to the fault as a candidate for selection. The determination unit calculates the workload of the candidate for selection based on the history information of the terminal device used by the candidate for selection, and determines whether or not to select the candidate for selection based on the workload.

The most suitable person in charge can be selected when a problem occurs.

FIG. 1 is a diagram illustrating an example of a system according to the first embodiment. FIG. 2 is a functional block diagram illustrating a configuration of the information processing apparatus according to the first embodiment. FIG. 3 is a diagram illustrating an example of the data structure of the incident information table. FIG. 4 is a diagram illustrating an example of a data structure of the person in charge management table according to the first embodiment. FIG. 5 is a diagram illustrating an example of a data structure of the history table. FIG. 6 is a diagram illustrating an example of a data structure of the screen management table. FIG. 7 is a flowchart illustrating a processing procedure of the information processing device according to the first embodiment. FIG. 8 is a functional block diagram illustrating a configuration of an information processing apparatus according to the second embodiment. FIG. 9 is a diagram illustrating an example of a data structure of a person in charge management table according to the second embodiment. FIG. 10 is a diagram illustrating an example of the data structure of the group management table. FIG. 11 is a flowchart illustrating a processing procedure of the information processing device according to the second embodiment. FIG. 12 is a diagram illustrating an example of a hardware configuration of a computer that realizes the same functions as the information processing apparatus of the embodiment.

Below, examples of the information processing device, selection method, and selection program disclosed in the present application will be described in detail with reference to the drawings. Note that the present invention is not limited to these examples.

An example of a system according to the first embodiment will be described. FIG. 1 is a diagram showing an example of a system according to the first embodiment. As shown in FIG. 1, this system has terminal devices 10a, 10b, 10c, 10d, and 10e, a fault monitoring server 50, an operation monitoring server 60, a telephone monitoring server 70, and an information processing device 100. The terminal devices 10a to 10e, the fault monitoring server 50, the operation monitoring server 60, the telephone monitoring server 70, and the information processing device 100 are connected to each other via a network 5, and perform data communication between each other.

The terminal devices 10a to 10e are terminal devices used by personnel when performing various tasks, and correspond to PCs (Personal Computers), notebook PCs, tablet terminals, etc. In FIG. 1, the terminal devices 10a to 10e are shown, but other terminal devices may also be included. In the following description, the terminal devices 10a to 10e are collectively referred to as terminal device 10.

The fault monitoring server 50 is a device that monitors a device to be monitored (not shown). When a fault occurs in a device to be monitored, the fault monitoring server 50 generates incident information and transmits the incident information to the information processing device 100. The incident information includes an incident number, fault field, fault content, customer information, etc.

The fault monitoring server 50 transmits incident information to the information processing device 100 each time it generates incident information.

The incident number is a number that identifies the incident information. The fault category indicates the category to which the fault that occurred in the monitored device belongs. The fault content is text information that explains the content of the fault. The customer information is various information about the customer who uses the device in which the fault occurred, and includes information such as the customer's contact information.

The operation monitoring server 60 monitors the terminal device 10 at a predetermined time interval and generates monitoring information. The monitoring information includes terminal identification information, operation history information, and screen identification information. The terminal identification information is information that uniquely identifies the terminal device 10. The operation history information includes the number of keyboard typing operations per predetermined time interval, the distance the mouse was moved per predetermined time interval, and whether or not other input devices were used per predetermined time interval. The screen identification information indicates the identification information of the screen that is currently active on the terminal device 10.

The operation monitoring server 60 transmits the monitoring information to the information processing device 100 each time it generates the monitoring information. Note that the operation monitoring server 60 may generate the monitoring information and transmit the monitoring information to the information processing device 100 when it receives a request for the monitoring information from the information processing device 100.

When the information processing device 100 inquires about telephone usage, the telephone monitoring server 70 determines whether the relevant person is on a call and responds to the information processing device 100 regarding whether the telephone is in use.

In this embodiment 1, the person in charge makes a call using the terminal device 10, and the telephone monitoring server 70 receives the terminal identification information of the terminal device used by the target person in charge from the information processing device 100, communicates with the terminal device corresponding to the received terminal identification information, and determines whether the target person in charge is making a call.

When a fault occurs in a monitored device and the information processing device 100 receives incident information from the fault monitoring server 50, it selects a person in charge of dealing with the fault. For example, the information processing device 100 identifies a person capable of dealing with the fault from among multiple people. The information processing device 100 also acquires monitoring information of the terminal device 10 used by the identified person and the telephone usage status of the person from the operation monitoring server 60 and telephone monitoring server 70, and determines whether or not to finally select the identified person based on the acquired information.

By executing the above process, the information processing device 100 can select the most appropriate person to handle the case when a failure occurs.

Next, an example of the configuration of the information processing device 100 shown in FIG. 1 will be described. FIG. 2 is a functional block diagram showing the configuration of the information processing device according to the first embodiment. As shown in FIG. 2, the information processing device 100 has a communication unit 110, an input unit 120, a display unit 130, a storage unit 140, and a control unit 150.

The communication unit 110 transmits and receives information between the terminal device 10, the fault monitoring server 50, the operation monitoring server 60, and the telephone monitoring server 70 via the network 5. For example, the communication unit 110 is realized by a NIC (Network Interface Card) or the like.

The input unit 120 is implemented using input devices such as a keyboard and a mouse, and inputs various information to the control unit 150 in response to input operations by the operator.

The display unit 130 is realized by a display device such as a liquid crystal display. For example, the display unit 130 may display information about the person in charge selected by the control unit 150.

The memory unit 140 has an incident information table 141, a person in charge management table 142, and a history table 143. The memory unit 140 is realized, for example, by a semiconductor memory element such as a flash memory, or a storage device such as a hard disk or optical disk.

The incident information table 141 holds incident information received from the fault monitoring server 50. FIG. 3 is a diagram showing an example of the data structure of the incident information table. As shown in FIG. 3, the incident information table 141 associates an incident number, a fault field, fault details, and customer information. The explanations regarding the incident number, fault field, fault details, and customer information are the same as those described above.

The staff management table 142 holds various information about staff who perform tasks using the terminal device 10. FIG. 4 is a diagram showing an example of the data structure of the staff management table. As shown in FIG. 4, the staff management table associates staff identification information, name, terminal identification information, problem field, address, and response history.

The person in charge identification information is information that uniquely identifies the person in charge. The name is the name of the person in charge. The terminal identification information is information that uniquely identifies the terminal device 10 on which the person in charge performs their work. The problem field indicates the problem field that the person in charge can handle. The address is an email address to which the person in charge can be notified. The response history is a history of incident numbers of problems that the person in charge has handled in the past.

For example, the terminal device 10 used for work by the person (person in charge) "Sato Ichiro" with the person identification number "S10a" is the terminal device 10 (for example, terminal device 10a) identified by the terminal identification number "T-10a". It also shows that the field of problems that the person (person in charge) "Sato Ichiro" can handle is "security monitoring", and that the address of the person (person in charge) "Sato Ichiro" is "ichiro@abcd". The response history corresponding to each person in charge is omitted.

The history table 143 holds operation history information and screen identification information of personnel who perform tasks using the terminal device 10. FIG. 5 is a diagram showing an example of the data structure of the history table. As shown in FIG. 5, this history table 143 associates terminal identification information, operation history information, and screen identification information. The terminal identification information is information that uniquely identifies the terminal device 10.

The operation history information includes keyboard operation history, mouse operation history, and operation history of other input devices. Keyboard operation history is a history of the number of keyboard typing operations per specified time period. Mouse operation history is a history of the distance the mouse was moved per specified time interval. Operation history of other input devices is a history of whether or not other input devices were used per specified time period.

The screen identification information indicates the screen identification information of the screen that is currently active on the person in charge's terminal device 10.

The screen management table 144 stores screen identification information in association with information indicating whether the screen is a support screen. A support screen is a screen that is launched when a person in charge assists in the recovery of a failed device.

Figure 6 is a diagram showing an example of the data structure of the screen management table. As shown in Figure 6, the screen management table 144 associates screen identification information with screen types. Screen identification information is information that uniquely identifies a screen. Screen type indicates whether the screen is a support-system screen or another screen. For example, a screen with screen identification information "M001" is indicated as a "support-system screen (1)", which is a support-system screen. A screen with screen identification information is indicated as a "administrative screen (1)", which is a non-support-system screen.

Returning to the explanation of FIG. 2, the control unit 150 has a reception unit 151, an identification unit 152, and a determination unit 153. The control unit 150 is realized by a CPU (Central Processing Unit) or an MPU (Micro Processing Unit). The control unit 150 may also be executed by an integrated circuit such as an ASIC (Application Specific Integrated Circuit) or an FPGA (Field Programmable Gate Array).

The reception unit 151 receives incident information from the fault monitoring server 50. The reception unit 151 associates the incident number, fault field, fault content, and customer information contained in the received incident information, and registers them in the incident information table 141. In the following description, the incident number, fault field, fault content, and customer information will be collectively referred to as incident information as appropriate.

The reception unit 151 receives monitoring information from the operation monitoring server 60. The reception unit 151 associates the terminal identification information, operation history information, and screen identification information contained in the received monitoring information, and registers them in the history table 143.

If operation history information and screen identification information related to terminal identification information similar to the terminal identification information of the received monitoring information have already been registered in the history table 143, the reception unit 151 updates the history table 143 with the newly received operation history information and screen identification information.

The reception unit 151 repeats the above process each time incident information or monitoring information is received.

The identification unit 152 acquires incident information from the incident information table 141, and identifies the person in charge identification information of the person in charge who can handle the problem field of the acquired incident information based on the person in charge management table 142.

For example, if the failure field of the incident information is "security monitoring", the identification unit 152 identifies one of the staff identification information in the incident information table 141 whose failure field is "security monitoring". The staff identification information identified by the identification unit 152 is referred to as "candidate identification information". The identification unit 152 outputs the candidate identification information to the determination unit 153.

When the determination unit 153 requests other candidate identification information, the determination unit 152 re-identifies, from the unselected person in charge identification information, the person in charge identification information of a person who can handle the problem field of the incident information, and outputs the identified person in charge identification information (candidate identification information) to the determination unit 153.

The determination unit 153 determines whether or not to select a person corresponding to the candidate identification information as a person who will perform support work for the failure in the incident information. The determination unit 153 executes a first determination process, a second determination process, and a third determination process in that order.

The first determination process executed by the determination unit 153 will be described. The determination unit 153 acquires screen identification information corresponding to the candidate identification information from the history table 143. Based on the acquired screen identification information and the screen management table 144, the determination unit 153 determines whether the screen type corresponding to the acquired screen identification information is a support screen.

When the screen type of the screen identification information is a support screen, the determination unit 153 determines that the person corresponding to the candidate identification information should not be selected as the person who will perform the support work for the problem, and requests the candidate identification information from the identification unit 152. On the other hand, when the screen type of the screen identification information is not a support screen, the determination unit 153 executes the subsequent second determination process.

The second determination process executed by the determination unit 153 will be described. The determination unit 153 acquires operation history information corresponding to the candidate identification information from the history table 143. The determination unit 153 calculates the workload of the person in charge corresponding to the candidate identification information based on the acquired operation history information. For example, the determination unit 153 calculates the workload W based on formula (1).

Work load W = α x K + β x M + γ x O... (1)

In formula (1), "K" is the total number of times the keyboard is typed within a specified period (for example, the period from the start of work to the current time). "M" is the total distance the mouse is moved per specified period. "O" is the number of times another input device is used per specified time (10 minutes) within the specified period.

α, β, and γ are preset weights, and by multiplying the weights, the units of the values of α×K, β×M, and γ×O are aligned with the units of the workload W. The start time is set in advance, and the determination unit 153 obtains information on the current time from a timer or the like. Note that the determination unit 153 may calculate the workload using a method other than formula (1).

When the workload is equal to or greater than the threshold, the determination unit 153 determines that the person corresponding to the candidate identification information should not be selected as the person to perform the disability support work, and requests the candidate identification information from the identification unit 152. On the other hand, when the workload is less than the threshold, the determination unit 153 executes the subsequent third determination process.

The third determination process executed by the determination unit 153 will be described. The determination unit 153 communicates with the telephone monitoring server 70 to determine whether the person corresponding to the candidate identification information is on the phone. For example, the determination unit 153 identifies the terminal identification information corresponding to the candidate identification information based on the candidate identification information and the person in charge management table 142, and sends inquiry information in which the identified terminal identification information is set to the telephone monitoring server 70.

When the telephone monitoring server 70 receives the inquiry information, it communicates with the terminal device 10 corresponding to the terminal identification information set in the received inquiry information, determines whether the telephone is in use, and transmits the information on the presence or absence of the telephone in use, which is the determination result, to the determination unit 153.

When the telephone usage status is "yes", the determination unit 153 determines that the person corresponding to the candidate identification information should not be selected as the person who will perform the support work for the disability, and requests the identification unit 152 for the candidate identification information. On the other hand, when the telephone usage status is "no", the determination unit 153 selects the person corresponding to the candidate identification information as the person who will perform the support work for the disability.

The determination unit 153 causes the display unit 130 to display the name, etc., of the person in charge corresponding to the candidate identification information. The determination unit 153 may identify the terminal identification information (the terminal device 10 of the selected person in charge) corresponding to the candidate identification information based on the candidate identification information and the person in charge management table 142, and notify the terminal device 10 of the selected person in charge of the incident information and information requesting assistance with the failure of the incident information. The determination unit 153 may also notify a pre-specified terminal device of the name, etc., of the selected person in charge.

Next, an example of the processing procedure of the information processing device 100 according to the first embodiment will be described. FIG. 7 is a flowchart showing the processing procedure of the information processing device according to the first embodiment. The identification unit 152 of the information processing device 100 acquires incident information from the incident information table 141 and identifies the failure field (step S101).

The identification unit 152 identifies the identification information (candidate identification information) of a person who can handle the disability field based on the person in charge management table 142 (step S102). The determination unit 153 of the information processing device 100 determines whether the type of screen identification information of the terminal device of the person in charge corresponding to the candidate identification information is a support system screen (step S103).

If the screen type of the screen identification information is a support screen (step S104, Yes), the determination unit 153 proceeds to step S105. The identification unit 152 again identifies the identification information of another person who can handle the disability field (new candidate identification information) (step S105), and proceeds to step S103.

On the other hand, if the screen type of the screen identification information is not a support screen (step S104, No), the determination unit 153 proceeds to step S106. The determination unit 153 obtains operation history information of the terminal device of the person in charge corresponding to the candidate identification information from the history table 143 (step S106).

The determination unit 153 calculates the workload of the person in charge corresponding to the candidate identification information based on the operation history information (step S107). If the workload of the person in charge is equal to or greater than the threshold (step S108, Yes), the determination unit 153 proceeds to step S105.

On the other hand, if the workload of the person in charge is not equal to or greater than the threshold (step S108, No), the determination unit 153 proceeds to step S109. The determination unit 153 obtains information on the presence or absence of telephone usage of the person in charge corresponding to the candidate identification information from the telephone monitoring server 70 (step S109).

If the person in charge corresponding to the candidate identification information is on the phone (step S110, Yes), the determination unit 153 proceeds to step S105. On the other hand, if the person in charge corresponding to the candidate identification information is not on the phone (step S110, No), the determination unit 153 selects the person in charge corresponding to the candidate identification information (step S111).

Next, the effects of the information processing device 100 according to the first embodiment will be described. When a fault occurs in a device to be monitored and the information processing device 100 receives incident information from the fault monitoring server 50, the information processing device 100 selects a person in charge of handling the fault. For example, the information processing device 100 identifies candidates for personnel capable of handling the fault (candidate identification information: personnel identification number of the candidate personnel) from among multiple personnel. When the workload of the candidate personnel falls below a threshold, the screen of the terminal device being used by the personnel is not a support system screen, and the personnel is not on the phone, the information processing device 100 determines whether or not to finally select the identified personnel.

This allows us to select the most appropriate person to handle the situation when an issue occurs.

The system according to the second embodiment is similar to the system described in FIG. 1, and therefore a description thereof will be omitted. The information processing device according to the second embodiment is referred to as information processing device 200. Terminal devices 10a to 10e, fault monitoring server 50, operation monitoring server 60, telephone monitoring server 70, and information processing device 200 are connected to each other via network 5.

The explanations regarding the terminal device 10, the fault monitoring server 50, the operation monitoring server 60, and the telephone monitoring server 70 are the same as those explained in Example 1.

In this embodiment 2, multiple personnel are classified into multiple groups, and multiple personnel classified into the same group can handle the same field of problems.

When a failure occurs in a device to be monitored and the information processing device 100 receives incident information from the failure monitoring server 50, it selects a person in charge from a group that can handle the failure. The information processing device 200 acquires monitoring information of the terminal device 10 used by the identified person in charge and the person's telephone usage status from the operation monitoring server 60 and telephone monitoring server 70, and determines whether or not to finally select the identified person in charge based on the acquired information. If the information processing device 200 does not select the identified person in charge, it re-identifies another person in charge from the same group and determines whether or not to finally select him/her.

By executing the above process, the information processing device 200 can select a person in charge from the most appropriate group when a failure occurs.

Next, an example of the configuration of the information processing device 100 according to the second embodiment will be described. FIG. 8 is a functional block diagram showing the configuration of the information processing device according to the second embodiment. As shown in FIG. 8, the information processing device 200 has a communication unit 210, an input unit 220, a display unit 230, a storage unit 240, and a control unit 250.

The explanations regarding the communication unit 210, the input unit 220, and the display unit 230 are the same as the explanations regarding the communication unit 110, the input unit 120, and the display unit 130 described in Example 1.

The memory unit 140 has an incident information table 241, a person in charge management table 242, a history table 243, a screen management table 244, and a group management table 245. The memory unit 140 is realized, for example, by a semiconductor memory element such as a flash memory, or a storage device such as a hard disk or optical disk.

The incident information table 241 holds incident information received from the fault monitoring server 50. The data structure of the incident information table 241 is similar to the data structure of the incident information table 141 described in FIG. 3.

The staff management table 242 holds various information about staff who perform tasks using the terminal device 10. FIG. 9 is a diagram showing an example of the data structure of the staff management table according to the second embodiment. As shown in FIG. 9, the staff management table associates staff identification information, name, terminal identification information, address, and response history.

The explanations regarding the person in charge identification information, name, terminal identification information, address, and response history are the same as those in the person in charge management table 142 in FIG. 4. The person in charge management table 242 may correspond the person in charge identification information to the problem field in the same manner as the person in charge management table 142.

The history table 243 holds operation history information and screen identification information of personnel who perform tasks using the terminal device 10. The data structure of the history table 243 is similar to the data structure of the history table 143 described in FIG. 5.

The screen management table 244 stores screen identification information in association with information indicating whether the screen is a support screen. The data structure of the screen management table 244 is the same as the data structure of the screen management table 144 described in FIG. 6.

The group management table 245 holds information on the types of faults that can be handled by a group. FIG. 10 is a diagram showing an example of the data structure of the group management table. As shown in FIG. 10, the group management table 245 associates group identification information, fault fields, and terminal identification information.

The group identification information is information that uniquely identifies a group. The problem category indicates the problem category that each person in the group can handle. The terminal identification information is information that identifies each person in the group. For example, the people included in the group identification information "G1" are the people with the person identification information S10a, S10c, ..., and it is indicated that each of the people with the person identification information S10a, S10c, ... can handle the problem category "security monitoring."

Returning to the explanation of FIG. 8, the control unit 250 has a reception unit 251, an identification unit 252, and a determination unit 253. The control unit 250 is realized by a CPU or an MPU. The control unit 250 may also be executed by an integrated circuit such as an ASIC or an FPGA.

The reception unit 251 receives incident information from the fault monitoring server 50. The reception unit 251 associates the incident number, fault field, fault content, and customer information contained in the received incident information, and registers them in the incident information table 241. In the following description, the incident number, fault field, fault content, and customer information will be collectively referred to as incident information as appropriate.

The reception unit 251 receives monitoring information from the operation monitoring server 60. The reception unit 251 associates the terminal identification information, operation history information, and screen identification information contained in the received monitoring information, and registers them in the history table 243.

If operation history information and screen identification information related to terminal identification information similar to the terminal identification information of the received monitoring information have already been registered in the history table 243, the reception unit 251 updates the history table 243 with the newly received operation history information and screen identification information.

The reception unit 251 repeats the above process each time incident information or monitoring information is received.

The identification unit 252 acquires incident information from the incident information table 241, and identifies the group identification information of the group corresponding to the failure field of the acquired incident information based on the group management table 245. The identification unit 252 identifies one of the person in charge identification information from the person in charge identification information belonging to the identified group identification information, and outputs the identified person in charge identification information (candidate identification information) to the determination unit 253.

When the determination unit 253 requests other candidate identification information, the determination unit 252 re-identifies unselected person in charge identification information from among the person in charge identification information included in the group corresponding to the problem content of the incident information, and outputs the identified person in charge identification information (candidate identification information) to the determination unit 253.

When re-identifying unselected person in charge identification information, the identification unit 252 may calculate the workload of each person in the same group and preferentially identify the person in charge identification information of the person in charge with a small workload. The process in which the identification unit 252 calculates the workload is similar to the process in which the determination unit 153 in the first embodiment calculates the workload.

The determination unit 253 determines whether or not to select a person corresponding to the candidate identification information as a person who will perform support work for the failure in the incident information. The determination unit 253 executes a first determination process, a second determination process, and a third determination process in that order. The first determination process, the second determination process, and the third determination process executed by the determination unit 253 are similar to the processes of the determination unit 153 described in the first embodiment.

When the determination unit 253 selects a person in charge, it causes the display unit 230 to display the name, etc., of the person in charge corresponding to the candidate identification information. The determination unit 253 may identify the terminal identification information (the terminal device 10 of the selected person in charge) corresponding to the candidate identification information based on the candidate identification information and the person in charge management table 242, and notify the terminal device 10 of the selected person in charge of the incident information and information requesting assistance with a problem related to the incident information. The determination unit 253 may notify the terminal device 10 of a person in charge belonging to the same group as the selected person in charge of the incident information and information about the person in charge who will assist with the incident information.

Next, an example of the processing procedure of the information processing device 200 according to the second embodiment will be described. FIG. 11 is a flowchart showing the processing procedure of the information processing device according to the second embodiment. The identification unit 152 of the information processing device 200 acquires incident information from the incident information table 241 and identifies the failure field (step S201).

The identification unit 252 identifies a group that can handle the disability field based on the group management table 245 (step S202). The identification unit 252 identifies identification information (candidate identification information) of a person in charge from the identified group (step S203).

The determination unit 253 of the information processing device 200 determines whether the type of screen identification information of the terminal device of the person in charge corresponding to the candidate identification information is a support screen (step S204). If the screen type of the screen identification information is a support screen (step S205, Yes), the determination unit 253 proceeds to step S206.

The determination unit 253 notifies each person in the same group as the identified person that the identified person is providing support (step S206). The identification unit 252 calculates the workload of each person in the group, preferentially identifies the identification information (candidate identification information) of a person with a small workload (step S207), and proceeds to step S204.

On the other hand, if the screen type of the screen identification information is not a support screen (step S205, No), the determination unit 253 proceeds to step S208. The determination unit 253 obtains operation history information of the terminal device of the person in charge corresponding to the candidate identification information from the history table 243 (step S208).

The determination unit 253 calculates the workload of the person in charge corresponding to the candidate identification information based on the operation history information (step S209). If the workload of the person in charge is equal to or greater than the threshold (step S210, Yes), the determination unit 253 proceeds to step S207.

On the other hand, if the workload of the person in charge is not equal to or greater than the threshold (step S210, No), the determination unit 253 proceeds to step S211. The determination unit 253 obtains information on the presence or absence of telephone usage of the person in charge corresponding to the candidate identification information from the telephone monitoring server 70 (step S211).

If the person in charge corresponding to the candidate identification information is on the phone (step S212, Yes), the determination unit 253 proceeds to step S207. On the other hand, if the person in charge corresponding to the candidate identification information is not on the phone (step S212, No), the determination unit 153 selects the person in charge corresponding to the candidate identification information (step S213).

Next, the effect of the information processing device 200 according to the second embodiment will be described. When a failure occurs in a device to be monitored and the information processing device 200 receives incident information from the failure monitoring server 50, the information processing device 200 selects a person in charge from the group that will handle the failure. For example, the information processing device 200 identifies candidates for the person in charge (candidate identification information: person in charge identification number of the candidate person) from among the people in the group who can handle the failure. When the workload of the candidate person is below a threshold, the screen of the terminal device being used by the person in charge is not a support system screen, and the person in charge is not on the phone, the information processing device 200 determines whether or not to finally select the identified person in charge.

This allows us to select the most appropriate person to handle the situation when an issue occurs.

In addition, when the information processing device 200 selects a person in charge again, it preferentially selects a person in charge with a smaller workload among the people in the same group, so that a person with a smaller burden can be selected as a support person for a disability.

Next, an example of the hardware configuration of a computer that realizes the same functions as the information processing device 100 (200) shown in the above embodiment will be described. FIG. 12 is a diagram showing an example of the hardware configuration of a computer that realizes the same functions as the information processing device of the embodiment.

As shown in FIG. 12, computer 300 has a CPU 301 that executes various types of arithmetic processing, an input device 302 that accepts data input from a user, and a display 303. Computer 300 also has a communication device 304 that transmits and receives data to and from external devices, etc., via a wired or wireless network, and an interface device 305. Computer 300 also has a RAM 306 that temporarily stores various types of information, and a hard disk device 307. Each of devices 301 to 307 is connected to a bus 308.

The hard disk device 307 has a reception program 307a, a specific program 307b, and a judgment program 307c. The CPU 301 also reads each of the programs 307a to 307c and expands them in the RAM 206.

The reception program 307a functions as the reception process 306a. The specific program 307b functions as the specific process 306b. The judgment program 307c functions as the judgment process 306c.

The processing of the reception process 306a corresponds to the processing of the reception unit 151. The processing of the identification process 306b corresponds to the processing of the identification unit 152. The processing of the judgment process 306c corresponds to the processing of the judgment unit 153.

Note that each of the programs 307a to 307c does not necessarily have to be stored in the hard disk device 307 from the beginning. For example, each program may be stored in a "portable physical medium" such as a flexible disk (FD), CD-ROM, DVD, magneto-optical disk, or IC card that is inserted into the computer 300. Then, the computer 300 may read and execute each of the programs 307a to 307c.

REFERENCE SIGNS LIST 100 Information processing device 110, 210 Communication unit 120, 220 Input unit 130, 230 Display unit 140, 240 Storage unit 141, 241 Incident information table 142, 242 Person in charge management table 143, 243 History table 144, 244 Screen management table 150, 250 Control unit 151, 251 Reception unit 152, 252 Identification unit 153, 253 Determination unit 245 Group management table

Claims (7)

an identification unit that, when acquiring information about a failure occurring in a monitored device, identifies a person capable of dealing with the failure from among a plurality of persons in charge as a candidate person in charge to be selected;
a determination unit that determines whether or not a screen type of a terminal device used by the candidate for selection is a screen for performing the support work for the failure, and if the screen type of the terminal device is not a screen for performing the support work for the failure, calculates the workload of the candidate for selection based on history information of the terminal device used by the candidate for selection, and determines whether or not to select the candidate for selection based on the workload;
13. An information processing device comprising: The information processing device according to claim 1, characterized in that the terminal devices of the multiple personnel are each located in a remote location, and the determination unit acquires the history information from an operation monitoring device that monitors the terminal devices of the multiple personnel via a network. The information processing apparatus according to claim 2 , wherein the determination unit further executes a process of acquiring information on the screen type from the operation monitoring device. The information processing device according to claim 1, characterized in that the determination unit further acquires information on the telephone usage status of the candidate person in charge from a telephone monitoring device that monitors the telephone usage status of the multiple persons in charge, and further uses the information on the telephone usage status of the candidate person in charge to determine whether or not to select the candidate person in charge. The information processing device according to claim 1, characterized in that the multiple personnel are classified into multiple groups according to the type of fault that they can handle, and the identification unit identifies one of the personnel included in the group that can handle the fault that occurs in the monitored device as the candidate personnel to be selected. When information on a failure occurring in a monitored device is acquired, a person capable of responding to the failure is identified as a candidate person for selection from among a plurality of persons in charge;
determining whether a screen type of a terminal device used by the selected candidate in charge is a screen for performing the support work for the failure, and if the screen type of the terminal device is not a screen for performing the support work for the failure, calculating an amount of work of the selected candidate in charge based on history information of the terminal device used by the selected candidate in charge;
The selection method is characterized in that a process is executed by a computer to determine whether or not to select the candidate person in charge based on the amount of work. When information on a failure occurring in a monitored device is acquired, a person capable of responding to the failure is identified as a candidate person for selection from among a plurality of persons in charge;
determining whether a screen type of a terminal device used by the selected candidate in charge is a screen for performing the support work for the failure, and if the screen type of the terminal device is not a screen for performing the support work for the failure, calculating an amount of work of the selected candidate in charge based on history information of the terminal device used by the selected candidate in charge;
A selection program that causes a computer to execute a process of determining whether or not to select the candidate person in charge based on the amount of work.

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