monitoring system

Abstract

monitoring system. For each abnormal event that newly occurs in the customer's equipment, the history of the dialog associated with the event can be presented. It has an information processing unit that generates a case ID assigned to each fault according to an operation instruction of an operator who recognizes a new fault through a conversation with the customer, and when the conversation with the customer ends, the case ID and the building number are combined. , The response start date and time, the operator ID, the recording ID set for the recording data received from the telephone processing unit are associated to generate dialogue information, and registered in the response log storage unit. Then, when the operator confirms the matter through dialogue with the customer who called, the information processing unit acquires the handling log of the matter ID in which the matter has been set, and lists them in chronological order on the call reception screen. Then, when a predetermined button of the displayed response log (conversation information) is selected, the recorded data of the conversation is reproduced.

Description

technical field [0001] This invention relates to monitoring systems, and more particularly to the management of information generated from conversations with operators handling calls from customers. Background technique [0002] In order to monitor building equipment all over the country, such as elevators installed in the building of the contracting party, the monitoring system has multiple monitoring centers throughout the country, and each monitoring center monitors the elevators installed in their respective responsible areas. [0003] Customers such as building owners call the monitoring center in charge when they detect that some kind of failure has occurred in the elevator. The operator in the monitoring center responds to the customer using a dedicated operator terminal corresponding to the telephone, and when receiving a call from the customer, talks with the customer about the content of the trouble that occurred and the solution to the trouble. [0004] The monit...

AI Technical Summary

Problems solved by technology

[0010] However, in the past, only the recording date and time were associated with the information used to identify the telephone used in the conversation in the recorded data, so the operator had to search the recorded data based on the approximate date and time of the conversation with the customer

In addition, when multiple failures occur in the same customer's equipment, it becomes more difficult to search for the target recorded data

Therefore, it may take a lot of time to search for the target recording data.

Images