WO2008093604A1 - 座席レイアウトを用いたオペレータの状態を表示するサーバ、管理者用端末、システム、及び方法 - Google Patents

座席レイアウトを用いたオペレータの状態を表示するサーバ、管理者用端末、システム、及び方法 Download PDF

Info

Publication number
WO2008093604A1
WO2008093604A1 PCT/JP2008/051050 JP2008051050W WO2008093604A1 WO 2008093604 A1 WO2008093604 A1 WO 2008093604A1 JP 2008051050 W JP2008051050 W JP 2008051050W WO 2008093604 A1 WO2008093604 A1 WO 2008093604A1
Authority
WO
WIPO (PCT)
Prior art keywords
terminal
operator
manager
server
seat
Prior art date
Application number
PCT/JP2008/051050
Other languages
English (en)
French (fr)
Inventor
Toshiyuki Omiya
Original Assignee
P & W Solutions Co., Ltd.
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by P & W Solutions Co., Ltd. filed Critical P & W Solutions Co., Ltd.
Priority to US12/524,853 priority Critical patent/US8869057B2/en
Publication of WO2008093604A1 publication Critical patent/WO2008093604A1/ja

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42365—Presence services providing information on the willingness to communicate or the ability to communicate in terms of media capability or network connectivity
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/14—Delay circuits; Timers
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/38—Displays
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/42—Graphical user interfaces
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2281—Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42025—Calling or Called party identification service
    • H04M3/42085—Called party identification service
    • H04M3/42102—Making use of the called party identifier
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42221—Conversation recording systems

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Telephonic Communication Services (AREA)
  • User Interface Of Digital Computer (AREA)

Abstract

　オペレータの状態を、座席レイアウトを用いて表示し、オペレータの評価を容易に行い得るサーバ等を提供すること。 　サーバ１０は、ネットワーク１４を介してオペレータ用端末１３、及び管理者用端末１２と接続され、オペレータ用端末１３から送信されるオペレータ用端末１３の稼働状況を示す稼働状況データを、座席ＩＤと共に受信し、サーバ１０の記憶部１２０から読み出したレイアウトデータから座席ＩＤに基づいて、受信した稼働状況データの種類に応じて異なる稼働状況を表す座席レイアウトの画像を表示する表示データを生成し、管理者用端末１２に送信する。
PCT/JP2008/051050 2007-01-29 2008-01-25 座席レイアウトを用いたオペレータの状態を表示するサーバ、管理者用端末、システム、及び方法 WO2008093604A1 (ja)

Priority Applications (1)

Application Number Priority Date Filing Date Title
US12/524,853 US8869057B2 (en) 2007-01-29 2008-01-25 Server displaying status of operator using seat layout, terminal for manager, system, and method

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
JP2007018573A JP5090001B2 (ja) 2007-01-29 2007-01-29 座席レイアウトを用いたオペレータの状態を表示するサーバ、管理者用端末、システム、及び方法
JP2007-018573 2007-01-29

Publications (1)

Publication Number Publication Date
WO2008093604A1 true WO2008093604A1 (ja) 2008-08-07

Family

ID=39673916

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/JP2008/051050 WO2008093604A1 (ja) 2007-01-29 2008-01-25 座席レイアウトを用いたオペレータの状態を表示するサーバ、管理者用端末、システム、及び方法

Country Status (3)

Country Link
US (1) US8869057B2 (ja)
JP (1) JP5090001B2 (ja)
WO (1) WO2008093604A1 (ja)

Families Citing this family (18)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US8538777B1 (en) 2008-06-30 2013-09-17 Mckesson Financial Holdings Limited Systems and methods for providing patient medication history
US20120101867A1 (en) * 2010-10-25 2012-04-26 Zgardovski Stanislav V System for Automatic Assignment of Agents in Inbound and Outbound Campaigns
JP5715391B2 (ja) * 2010-12-01 2015-05-07 株式会社文溪堂 絶対評価のための学習状況評価システム、及び座席表評価情報管理プログラム
JP5776084B2 (ja) * 2011-09-27 2015-09-09 ピーアンドダブリューソリューションズ株式会社 配席装置、配席方法及び配席プログラム
US20130145293A1 (en) * 2011-12-01 2013-06-06 Avaya Inc. Methods, apparatuses, and computer-readable media for providing availability metaphor(s) representing communications availability in an interactive map
JP5891812B2 (ja) * 2012-01-25 2016-03-23 富士通株式会社 コールセンタ管理方法及びプログラム，並びに管理装置
USD727342S1 (en) 2012-06-05 2015-04-21 P&W Solutions Co., Ltd. Display screen with graphical user interface
WO2014165250A1 (en) * 2013-03-12 2014-10-09 PayrollHero.com Pte. Ltd. Method for employee parameter tracking
US20150206092A1 (en) * 2014-01-21 2015-07-23 Avaya, Inc. Identification of multi-channel connections to predict estimated wait time
US20150262113A1 (en) * 2014-03-11 2015-09-17 Bank Of America Corporation Work status monitoring and reporting
US10297344B1 (en) 2014-03-31 2019-05-21 Mckesson Corporation Systems and methods for establishing an individual's longitudinal medication history
JP6470964B2 (ja) * 2014-12-23 2019-02-13 株式会社日立情報通信エンジニアリング コールセンタシステム及び通話監視方法
US11023117B2 (en) * 2015-01-07 2021-06-01 Byron Burpulis System and method for monitoring variations in a target web page
JP6502685B2 (ja) * 2015-01-29 2019-04-17 Ｎｔｔテクノクロス株式会社 通話内容分析表示装置、通話内容分析表示方法、及びプログラム
US20170126876A1 (en) * 2015-10-29 2017-05-04 David Jassan System and method for blocking calls to restricted numbers from call centers
JP6498172B2 (ja) * 2016-11-15 2019-04-10 株式会社アドバンスト・メディア 情報提供装置
JP2018109800A (ja) * 2016-12-28 2018-07-12 株式会社ＤＳｉ 営業管理システム、営業管理方法及びプログラム
CN111448577A (zh) 2018-03-14 2020-07-24 日商先进媒体公司 信息提供装置

Citations (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2003122890A (ja) * 2001-10-16 2003-04-25 Hochiki Corp 相談情報処理装置、相談情報処理方法、および、プログラム
JP2003309656A (ja) * 2002-04-15 2003-10-31 Ricoh Co Ltd 端末状況監視装置、端末状況管理装置、端末状況監視方法、プログラム及び記憶媒体
JP2006067308A (ja) * 2004-08-27 2006-03-09 Hitachi Communication Technologies Ltd コールセンタシステムおよびコールセンタシステム用クライアント端末装置
JP2006094260A (ja) * 2004-09-27 2006-04-06 Oki Electric Ind Co Ltd 通話録音装置および通話録音システム
JP2006172329A (ja) * 2004-12-20 2006-06-29 Token Corp 業務実績評価システム、及び業務実績評価プログラム
JP2006211395A (ja) * 2005-01-28 2006-08-10 Nippon Telegraph & Telephone East Corp コールセンタの運用システムおよび方法、プログラムおよび記録媒体

Family Cites Families (58)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2533495B2 (ja) * 1986-07-25 1996-09-11 株式会社日立製作所 ワ−クスケジユ−リング方法及び装置
US5164897A (en) * 1989-06-21 1992-11-17 Techpower, Inc. Automated method for selecting personnel matched to job criteria
US5111391A (en) * 1989-10-05 1992-05-05 Mrs. Fields, Inc. System and method for making staff schedules as a function of available resources as well as employee skill level, availability and priority
JP2870117B2 (ja) * 1990-04-27 1999-03-10 株式会社日立製作所 最適計画作成方法
US5325292A (en) * 1990-10-12 1994-06-28 Crockett Gary B Tour/schedule generation for a force management system
US5185780A (en) * 1990-10-12 1993-02-09 Tex Corporation Method for predicting agent requirements in a force management system
US5842182A (en) * 1996-02-12 1998-11-24 Timetrak Systems, Inc. Time and attendance event analysis and reporting
US5721770A (en) * 1996-07-02 1998-02-24 Lucent Technologies Inc. Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls
US5903641A (en) * 1997-01-28 1999-05-11 Lucent Technologies Inc. Automatic dynamic changing of agents' call-handling assignments
US6044355A (en) * 1997-07-09 2000-03-28 Iex Corporation Skills-based scheduling for telephone call centers
US6049776A (en) * 1997-09-06 2000-04-11 Unisys Corporation Human resource management system for staffing projects
US6466663B1 (en) * 1997-09-30 2002-10-15 Don Ravenscroft Monitoring system client for a call center
US6052460A (en) * 1997-12-17 2000-04-18 Lucent Technologies Inc. Arrangement for equalizing levels of service among skills
EP1003117A3 (en) * 1998-11-17 2003-07-23 Citibank, N.A. Method and system for strategic services enterprise workload management
US20020065700A1 (en) * 1999-04-19 2002-05-30 G. Edward Powell Method and system for allocating personnel and resources to efficiently complete diverse work assignments
US7233919B1 (en) * 1999-11-03 2007-06-19 Kronos Technology Systems Limited Partnership Method and system for tracking time and attendance
US6823315B1 (en) * 1999-11-03 2004-11-23 Kronos Technology Systems Limited Partnership Dynamic workforce scheduler
US20080059277A1 (en) * 1999-11-09 2008-03-06 West Corporation Proposing downtime adjustments to a work schedule
US6970829B1 (en) * 2000-02-14 2005-11-29 Iex Corporation Method and system for skills-based planning and scheduling in a workforce contact center environment
US20020030582A1 (en) * 2000-05-26 2002-03-14 Mark Depp Integrating biometric devices in time and attendance applications
US7085800B2 (en) * 2000-06-01 2006-08-01 Annette M. Abbott Comprehensive system, process and article of manufacture to facilitate institutional, regulatory and individual continuing education requirements via a communications network
JP2002041738A (ja) 2000-07-31 2002-02-08 C-Wave Co Ltd 勤務割当支援システムおよびこのシステムを用いての勤務割当方法
IL138828A (en) * 2000-10-03 2005-07-25 Clicksoftware Technologies Ltd Method and system for assigning human resources to provide services
US7155399B2 (en) * 2001-04-03 2006-12-26 Witness Systems, Inc. System and method for complex schedule generation
US6952732B2 (en) * 2001-04-30 2005-10-04 Blue Pumpkin Software, Inc. Method and apparatus for multi-contact scheduling
US7103562B2 (en) * 2001-05-17 2006-09-05 Bay Bridge Decision Technologies, Inc. System and method for generating forecasts and analysis of contact center behavior for planning purposes
US20020184043A1 (en) * 2001-06-04 2002-12-05 Egidio Lavorgna Systems and methods for managing business metrics
US20030004799A1 (en) * 2001-07-02 2003-01-02 Kish William Elmer Enhancement incentive system using transaction events for users rewards on a distributed network
US20030078798A1 (en) * 2001-07-05 2003-04-24 Milwaukee Public Schools Computerized maintenance management system
US6859523B1 (en) * 2001-11-14 2005-02-22 Qgenisys, Inc. Universal task management system, method and product for automatically managing remote workers, including assessing the work product and workers
US20030167193A1 (en) * 2002-01-08 2003-09-04 Jones Wallace R. Attendance monitoring system
US6764013B2 (en) * 2002-04-17 2004-07-20 American Eps, Inc. Multi-purpose terminal, payroll and work management system and related methods
US20050129216A1 (en) * 2002-09-06 2005-06-16 Fujitsu Limited Method and apparatus for supporting operator, operator supporting terminal, and computer product
US20040083116A1 (en) * 2002-10-25 2004-04-29 Joyce Derek J. Methods for identifying or predicting capacity problems
US20040093256A1 (en) * 2002-11-08 2004-05-13 Luis Garcia Automated labor overtime projection method
US20040107133A1 (en) * 2002-12-02 2004-06-03 Pershing Investments, Llc. Capacity planning method and system
JP2004246640A (ja) 2003-02-14 2004-09-02 Sekiya Yamashita 勤務シフト表自動作成システム
TW200506670A (en) * 2003-08-06 2005-02-16 Hon Hai Prec Ind Co Ltd A system and method for dynamic controlling attendance of employees
US8065618B2 (en) * 2003-08-18 2011-11-22 Sap Ag Customization of an interaction center manager's graphical dashboard
US7203305B1 (en) * 2003-08-25 2007-04-10 Bellsouth Intellectual Property Corporation Method, system, and storage medium for providing web-based quality assessment, tracking, and reporting services for call monitoring
JP4333984B2 (ja) 2003-09-11 2009-09-16 アリックス株式会社 シフト制勤務形態の運営並びにシフト制就労スタッフの勤務意識促進方法
JP5137166B2 (ja) 2004-01-19 2013-02-06 アリックス株式会社 人材・実践戦力化開発方法
US7079642B2 (en) * 2004-01-28 2006-07-18 Stratasoft, Inc. Method for reduced processing and improved remote monitoring of call center activities
JP2006059111A (ja) 2004-08-19 2006-03-02 Isac Inc 勤務管理システム
US20060093095A1 (en) * 2004-10-08 2006-05-04 Heck Mathew W Method and apparatus for test administration
US20090234697A1 (en) 2005-03-11 2009-09-17 Ichirou Taguchi Career development system
US7787609B1 (en) * 2005-10-06 2010-08-31 Avaya Inc. Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills
US7499869B2 (en) * 2006-02-02 2009-03-03 Matthew Iknoian System and method for scheduling employee shifts
US7672746B1 (en) * 2006-03-31 2010-03-02 Verint Americas Inc. Systems and methods for automatic scheduling of a workforce
US20070250370A1 (en) * 2006-04-11 2007-10-25 Laila Partridge Scheduling application and distribution method
US7660407B2 (en) * 2006-06-27 2010-02-09 Verint Americas Inc. Systems and methods for scheduling contact center agents
US7660406B2 (en) * 2006-06-27 2010-02-09 Verint Americas Inc. Systems and methods for integrating outsourcers
US7953621B2 (en) * 2006-06-30 2011-05-31 Verint Americas Inc. Systems and methods for displaying agent activity exceptions
US8131578B2 (en) * 2006-06-30 2012-03-06 Verint Americas Inc. Systems and methods for automatic scheduling of a workforce
US20080082387A1 (en) * 2006-09-29 2008-04-03 Swati Tewari Systems and methods or partial shift swapping
US8645179B2 (en) * 2006-09-29 2014-02-04 Verint Americas Inc. Systems and methods of partial shift swapping
US20080255919A1 (en) * 2007-04-10 2008-10-16 Gorder Douglas P System and method for schedule notification
US20100158237A1 (en) * 2008-12-19 2010-06-24 Nortel Networks Limited Method and Apparatus for Monitoring Contact Center Performance

Patent Citations (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
JP2003122890A (ja) * 2001-10-16 2003-04-25 Hochiki Corp 相談情報処理装置、相談情報処理方法、および、プログラム
JP2003309656A (ja) * 2002-04-15 2003-10-31 Ricoh Co Ltd 端末状況監視装置、端末状況管理装置、端末状況監視方法、プログラム及び記憶媒体
JP2006067308A (ja) * 2004-08-27 2006-03-09 Hitachi Communication Technologies Ltd コールセンタシステムおよびコールセンタシステム用クライアント端末装置
JP2006094260A (ja) * 2004-09-27 2006-04-06 Oki Electric Ind Co Ltd 通話録音装置および通話録音システム
JP2006172329A (ja) * 2004-12-20 2006-06-29 Token Corp 業務実績評価システム、及び業務実績評価プログラム
JP2006211395A (ja) * 2005-01-28 2006-08-10 Nippon Telegraph & Telephone East Corp コールセンタの運用システムおよび方法、プログラムおよび記録媒体

Also Published As

Publication number Publication date
JP5090001B2 (ja) 2012-12-05
US8869057B2 (en) 2014-10-21
US20100122202A1 (en) 2010-05-13
JP2008187409A (ja) 2008-08-14

Similar Documents

Publication Publication Date Title
WO2008093604A1 (ja) 座席レイアウトを用いたオペレータの状態を表示するサーバ、管理者用端末、システム、及び方法
WO2007050886A8 (en) Distribution of advertising content for an entertainment device
WO2009059123A3 (en) System for distributing visual content to a targeted display
WO2007108776A3 (en) Systems and methods for collaborative interactive visualization of 3d data sets over a network ('dextronet')
EP2101256A3 (en) Print-item setting server apparatus, print-item setting method, and computer program product
WO2009029945A3 (en) Navigation system having location based service and temporal management
EP2431828A3 (en) Image forming apparatus, display control method, and computer-readable recording medium encoded with display control program
WO2008143297A1 (ja) コンテンツ生成システム、コンテンツ生成装置およびコンテンツ生成プログラム
WO2008126261A1 (ja) 農作業管理システム、農作業管理装置、農作業管理方法、コンピュータプログラム、及び記録媒体
EP2023630A3 (en) Conferencing system, server, image display method, and computer program product
EP2507985A4 (en) IMAGE PROCESSING DEVICE AND CONTROL PROCEDURE THEREFOR
EP2472400A3 (en) System and method for remote administration of computer network
WO2012167037A3 (en) Interface and module for real-time advertising presentation
WO2010019000A3 (en) Method and system for providing input in home network using upnp
WO2008052763A3 (en) System for providing media data
IN2014CN03530A (ja)
WO2008106361A3 (en) Hierarchical temporal memory (htm) system deployed as web service
EP2549373A3 (en) Host device, management server, and method of solving error of image forming apparatus
WO2008011186A3 (en) Interactive system
WO2008005341A3 (en) Remotely updating a user status on a presence server
EP2059043A3 (en) Image data server
GB2477879A (en) System and method for facilitating user communication from a location
WO2008120281A1 (ja) データ処理装置、分散処理システム、データ処理方法、及びデータ処理プログラム
WO2007120761A3 (en) Systems and methods for displaying to a presenter visual feedback corresponding to visual changes received by viewers
EP1903404A3 (en) Maintenance system for image forming apparatuses and maintenance method

Legal Events

Date Code Title Description
121 Ep: the epo has been informed by wipo that ep was designated in this application

Ref document number: 08703877

Country of ref document: EP

Kind code of ref document: A1

WWE Wipo information: entry into national phase

Ref document number: 12524853

Country of ref document: US

NENP Non-entry into the national phase

Ref country code: DE

122 Ep: pct application non-entry in european phase

Ref document number: 08703877

Country of ref document: EP

Kind code of ref document: A1