Abstract: A display apparatus includes: a location acquisition unit that acquires an image location designated by an operation of the user in the planar image of the user symbol; a direction setting unit that specifies an area to which the image location of the user symbol belongs from among a plurality of areas into which the planar image is divided and with which a predetermined direction is associated in advance, respectively, and sets, as a direction of eyes of the user, a direction that is associated in advance with the area specified; and a display control unit that displays the planar image in which the seat symbols and the user symbol are arranged in such a way of being associated with a seat layout in a room visually recognized when the user views in the direction of eyes.

Abstract: A history management apparatus includes: an acquisition part that acquires a fragment data set indicating an action of a switchboard to a call, and an execution time of the action; a history generation part that generates a historical data set indicating a history of response states of an agent to one call, from a plurality of fragment data sets acquired; an extraction part that extracts a historical data set satisfying predetermined conditions, respectively, among the historical data sets; an image generation part that generates data of a display image displaying information specifying a call corresponding to the historical data set extracted, along with information indicating the predetermined conditions; and a display control part that causes the display image to be displayed on a display unit.

Abstract: A history management apparatus that includes: an acquisition part that acquires a fragment data set indicating an action of a switchboard to a call, and an execution time of the action; a history generation part that generates a historical data set indicating a history of response states of an agent to one call, from a plurality of fragment data sets acquired; an image generation part that generates data of a display image indicating the history of response states of the agent to the one call, based on the historical data set; and a display control part that causes the display image to be displayed on a display unit.

Abstract: A workforce requirement calculation device 10 accepts at least call volume in a particular period of time, an average handle time for a call by the operator, and a maximum queuing time before abandoning queuing of a call, as input parameters, initializes a number of the operators, calculates a probability of queuing of the call using the Erlang C formula based upon at least the call volume and the number of the operators, calculates a call abandonment rate as a service objective based upon at least the probability of queuing of the call and the input parameters, and calculates the workforce requirement for operators in order to meet a predetermined service objective by recurrently repeating the calculation of the probability of queuing of the call and the calculation of the call abandonment rate, with respect to an increase and a decrease in the number of the operators.

Abstract: An assignment management apparatus includes: a traffic acquisition unit that acquires traffic per unit time; a storage unit that stores traffic per unit time when an operator is assigned, as traffic upon assignment, in association with the operator and an assignment sequence, and stores traffic per unit time when the assignment is canceled, as traffic upon cancellation; a processing capacity calculation unit that calculates difference between the traffic upon assignment of the operator and traffic upon assignment of an operator whose assignment sequence is next to the operator, as processable traffic of operators; and a determination unit that determines that it is timing to cancel assignment of an operator, in a case in which the traffic per unit time is decreased by the processable traffic calculated for the operator from the traffic upon cancellation.

Abstract: According to exemplary embodiments of the present invention, system, method and computer accessible medium can be provided for making a worker distribution plan on the basis of updated skill assessment data. For example, a computer can be configured, programmed and/or structured to obtain a record data table collected and stored by a server. Further, such computer can update skill assessment data of each worker by updating work efficiency data determined from the average working hours per work according to the work record data included in the acquired record data table. In addition, the computer can select the workers to be assigned to projects for each predetermined period according to preferable and/or necessary worker data calculated from the predicted value of the workload for each predetermined period and the updated skill assessment data.

Abstract: A management server 10 stores past record data regarding the call volume by collecting from an exchanger, classifies the past record data in accordance with segments: a 7-day period in a month starting from the beginning of a month; a day of the week; and a predetermined period of time in a day, for a predetermined term in the past, obtains a multiple regression equation having the call volume as an objective variable, based upon the past record data thus classified, by performing a multivariate analysis for each day of the week, and calculates the call volume in a term that is specified by a user based upon the multiple regression equation.

Abstract: A seating arrangement apparatus includes: a storage unit that stores seating arrangement conditions for each of a plurality of users; a seating arrangement processing unit that arranges the plurality of seats for the plurality of users, based on the seating arrangement conditions for each of the plurality of users; a change accepting unit that accepts a change input for changing seating arrangement of a first seat group among the plurality of seats; a detection unit that detects seating arrangement conditions that are changed, in a case in which the seating arrangement is planned to be changed by the change input, resulting in change of conformability to each of the seating arrangement conditions; and a reporting unit that reports at least a seating arrangement condition that is changed from being conformable to being unconformable, among the seating arrangement conditions thus detected.

Abstract: A seating arrangement designing apparatus includes: a seating arrangement condition table that stores an attribute score indicating intensity of an attribute different for each position regarding a seating arrangement condition, in a data structure of contour lines; a staff condition table that stores tolerance in terms of the attribute of each of staff members; a point calculation unit that calculates a tolerance point indicating a degree of suitability of a certain seat arranged for any of the staff members, based on the attribute score and the tolerance, in a case of planning the seat to be arranged for the staff member; and a seating arrangement determination unit that determines seating arrangement, such that a total sum of the tolerance points for all the staff members satisfies a predetermined condition.

Abstract: An alert analyzing apparatus includes: a storage unit that stores a first value and a preset second value in association with time-of-day information, the first value fluctuating as time elapses; an alert output unit that outputs an alert and time-of-day information in a case in which the first value diverges from the second value in a certain time of day; a comment accepting unit that accepts an input of a comment on the alert thus output, and stores the comment in association with the time-of-day information; and a classification unit that classifies a plurality of time zones into any one of predetermined segments, and stores the comment associated with the time zone thus classified, in association with each of the segments, based on a fluctuation phase of the first value.

Abstract: The optimum number of agents necessary for contact-center jobs is dynamically calculated in accordance with actual operations. A method of making the same controllable and a computer program to realize such calculation and method are provided. A necessary number-of-people calculating means (4) theoretically calculates the necessary number of people in response to the number of calls varying from time to time and average handling time (“AHT”) for agents by using the well known Erlang C equation. Further, an operation-rate adjusting means (6) adjusts such theoretically calculated data of the necessary number of people by using a predicted operation data based on managers' practically experienced data and a control means (9) provides the calculated result to an output means (7).

Abstract: According to exemplary embodiments of the present disclosure, a monitoring device can be provided that facilitates a supervisor in a contact center to recognize the status of each operator easily, and to recognize an irregularity in operation quickly. For example, a server can be connected to a telephone switchboard and a terminal which can include a display unit that, via a communication line; can receive operational status data indicating an operating status of a telephone from the telephone switchboard, measure an elapsed time after a change in the operational status, read out the configuration data associated and stored beforehand according to the received operational status data, generate display data for displaying an image indicating the operational status and the elapsed time, at a prescribed position on the display unit corresponding to a seating position of the operator, based on the configuration data and the elapsed time, and transmit the data to the terminal.

Abstract: A schedule management server is provided to precisely fill vacancies. A computer includes a communication network and a terminal device. The computer generates assumed schedule data indicative of schedules assumed for a plurality of staffs and starts receiving desired schedule data indicative of schedules desired by the plurality of staffs from the terminal device connected to the communication network. The computer receives and stores the desired schedules from the terminal device and generates vacancy schedule data indicative of vacancies of the plurality of staffs based on the assumed schedule data and the desired schedule data.

Abstract: The objective is to provide a monitoring device that enables a supervisor in a contact center to recognize the status of each operator easily, and to recognize an irregularity in operation quickly. A server 10 is connected to a telephone switchboard 30 and a terminal 20 which has a display unit, via a communication line; receives operational status data indicating an operating status of a telephone 40 from the telephone switchboard 30; measures an elapsed time after a change in the operational status; reads out the configuration data associated and stored beforehand according to the received operational status data; generates display data for displaying an image indicating the operational status and the elapsed time, at a prescribed position on the display unit corresponding to a seating position of the operator, based on the configuration data and the elapsed time, and sends the data to the terminal 20.

Abstract: A method for making a worker distribution plan on the basis of the priority, a computer, and a program are provided. A computer (10) makes skill level data the top priority and selects workers to be assigned to each work for each predetermined period in descending order of the skill level data according to necessary worker data indicating the number of workers having a necessary skill for each work and for each predetermined period calculated from the predicted value of workload for each predetermined period and priority data indicating the priority for each set of attribute item data and used for selecting workers to be assigned to the work.

Abstract: A computer (server 10) stores at least data describing the skills of each of a plurality of communicators in a storage unit (120). The computer receives, from a manager at a contact center, an input for specifying the number of communicators to be assigned to each of a plurality of skills of communicators for each time period of a task, and further stores data describing the number of personnel designated by the received input into the storage unit (120) for each time period of the task. According to the stored data describing the number of personnel, the computer creates the schedules of the plurality of communicators for each time period of the task.

Abstract: A workforce requirement calculation device 10 accepts at least call volume in a particular period of time, an average handle time for a call by the operator, and a maximum queuing time before abandoning queuing of a call, as input parameters, initializes a number of the operators, calculates a probability of queuing of the call using the Erlang C formula based upon at least the call volume and the number of the operators, calculates a call abandonment rate as a service objective based upon at least the probability of queuing of the call and the input parameters, and calculates the workforce requirement for operators in order to meet a predetermined service objective by recurrently repeating the calculation of the probability of queuing of the call and the calculation of the call abandonment rate, with respect to an increase and a decrease in the number of the operators.

Abstract: A management server 10 stores past record data regarding the call volume by collecting from an exchanger, classifies the past record data in accordance with segments: a 7-day period in a month starting from the beginning of a month; a day of the week; and a predetermined period of time in a day, for a predetermined term in the past, obtains a multiple regression equation having the call volume as an objective variable, based upon the past record data thus classified, by performing a multivariate analysis for each day of the week, and calculates the call volume in a term that is specified by a user based upon the multiple regression equation.

Abstract: According to exemplary embodiments of the present invention, system, method and computer accessible medium can be provided for making a worker distribution plan on the basis of updated skill assessment data. For example, a computer can be configured, programmed and/or structured to obtain a record data table collected and stored by a server. Further, such computer can update skill assessment data of each worker by updating work efficiency data determined from the average working hours per work according to the work record data included in the acquired record data table. In addition, the computer can select the workers to be assigned to projects for each predetermined period according to preferable and/or necessary worker data calculated from the predicted value of the workload for each predetermined period and the updated skill assessment data.

Abstract: It is an object of the present invention to provide a method for reducing a user's operation procedures in a pop-up menu and for effectively locating the user's desired processing. A computer (1) displays a pop-up menu based on a list of at least one processing item stored in advance at a position designated by data indicative of a display request in a display unit (14) in response to receipt of the data indicative of the display request of the pop-up menu through an input unit (13). While continuing the display of the pop-up menu in response to receipt of data through the input unit (13) indicative of one processing item selected from the list, the computer (1) displays a form for receiving a parameter input corresponding to the processing item, receives input data for the form through the input unit (13), and stores the data as parameters of the processing item.