Abstract: In the present invention, the allocation process of a service provider to a target case, which is performed for each case unit, is performed by calculating the grace period for extending the allocation process, and controlling the allocation to cases, including the target case, according to the state relating to allocation of the other cases while reflecting the service request level including the compatibility between the other service providers and the user in the grace period.

Abstract: With an object of improving system maintainability, a system which evaluates a maintenance man-hour cost of a component quantitatively is provided, and consequently when a system designer designs a component which is a unit of a subsystem obtained by putting a function of a business application and data together, it is made possible to design the component with a minimum maintenance man-hour cost by extracting a maintenance pattern obtained by patterning an influence extension place, an amendment man-hour cost, and the like at time of maintenance on the basis of maintenance history information and evaluating a maintenance man-hour cost of the component according to the maintenance pattern.

Abstract: When a remote service terminal is to be connected, the present invention executes the following procedure. The lobby terminal selects a clerk terminal which can correspond to a consulting detail and the selected clerk terminal is connected to the lobby terminal and carries out a remote consultation. When the lobby terminal selects an unattended agent server, the lobby terminal retrieves the past reply corresponding to the consulting detail of the user and displays it at the lobby terminal. When the clerk terminal corresponding to the consulting detail becomes connectable while the unattended agent server is corresponding to the user of the lobby terminal, the unattended agent server takes over the consulting detail to the clerk terminal. When there is no clerk terminal to be changed when the consultation is over, the unattended agent server sends the inquiry data which is to be replied to the user asynchronously to the clerk terminal by a communication means separately.

Abstract: When a remote service terminal is to be connected, the present invention executes the following procedure. The lobby terminal selects a clerk terminal which can correspond to a consulting detail and the selected clerk terminal is connected to the lobby terminal and carries out a remote consultation. When the lobby terminal selects an unattended agent server, the lobby terminal retrieves the past reply corresponding to the consulting detail of the user and displays it at the lobby terminal. When the clerk terminal corresponding to the consulting detail becomes connectable while the unattended agent server is corresponding to the user of the lobby terminal, the unattended agent server takes over the consulting detail to the clerk terminal. When there is no clerk terminal to be changed when the consultation is over, the unattended agent server sends the inquiry data which is to be replied to the user asynchronously to the clerk terminal by a communication means separately.

Abstract: When a remote service terminal is to be connected, the present invention executes the following procedure. The lobby terminal selects a clerk terminal which can correspond to a consulting detail and the selected clerk terminal is connected to the lobby terminal and carries out a remote consultation. When the lobby terminal selects an unattended agent server, the lobby terminal retrieves the past reply corresponding to the consulting detail of the user and displays it at the lobby terminal. When the clerk terminal corresponding to the consulting detail becomes connectable while the unattended agent server is corresponding to the user of the lobby terminal, the unattended agent server takes over the consulting detail to the clerk terminal. When there is no clerk terminal to be changed when the consultation is over, the unattended agent server sends the inquiry data which is to be replied to the user asynchronously to the clerk terminal by a communication means separately.