Processing apparatus, processing program, and processing method

Abstract

To provide a processing apparatus, method, and program capable of processing data more quickly.SOLUTION: A history management apparatus 12 acquires a stored history count of each history storage device 20 from a plurality of history storage devices 20, calculates a history storage rate from the stored history count and a maximum history count, extracts a history migration source device being the history storage device 20 in which the history storage rate is equal to or greater than a predetermined threshold, acquires a maximum tenant history count being the number of call histories of a maximum history count tenant being a tenant 14 in which the number of call histories stored in the history migration source device is equal to or greater than a predetermined value, adds the stored history count of each history storage device 20 to the maximum tenant history count, calculates an added history count of each history storage device, calculates an added history storage rate of each history storage device 20 from each added history count and the maximum history count, and migrates the call histories of the maximum history count tenant from the history migration source device to a history migration destination device being a history storage device 20 in which the added history storage rate is less than the predetermined threshold.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The present invention relates to a processing device, a processing program, and a processing method, and relates to, for example, a contact center system. [Background technology]

[0002] Conventionally, one type of contact center system for responding to customer inquiries is the multi-tenant contact center system, in which one contact center system is used by multiple tenants (groups of companies, organizations, etc.), and data (such as inquiry history) of the multiple tenants is collectively managed in one database.

[0003] However, in conventional multi-tenant contact center systems, data for multiple tenants is managed collectively in a single database, which inevitably results in a large number of data items managed in the database. As a result, as the number of data items managed in the database increases, the database's operation slows down, and, for example, it takes a long time to extract data for each tenant. Therefore, conventional multi-tenant contact center systems have a problem in that, when there is a tenant with a large number of data items, it can take a long time to extract data for tenants with fewer data items as well.

[0004] In response to this, a system has been proposed in which, when the data of a certain tenant stored in a certain database reaches the maximum number of data items, which is the maximum number of data items set for each tenant, the data of the tenant is migrated from a data migration source device having that database to a data migration destination device having another database, and the migrated data is deleted from the data migration source device, thereby distributing and storing data in multiple databases (see, for example, Patent Document 1). [Prior art documents] [Patent documents]

[0005] [Patent Document 1] Japanese Patent Application Publication No. 2022-38297 Summary of the Invention [Problem to be solved by the invention]

[0006] However, in such a system, even if no tenant has reached the maximum number of data entries, the total number of data entries from multiple tenants may reach the database's maximum capacity. In this case, the database's operation may slow down, and for example, it may take a long time to extract data for each tenant.

[0007] The present invention has been made in consideration of the above points, and aims to propose a processing device, a processing program, and a processing method that can process data more quickly. [Means for solving the problem]

[0008] The processing device of the present invention is provided with a first processing unit that acquires, from a plurality of data storage devices, the number of stored data items, which is the number of data items stored in each data storage device; a second processing unit that calculates a data storage rate from the number of stored data items and the maximum number of data items that can be stored, and extracts a data migration source device that is a data storage device whose data storage rate is equal to or greater than a predetermined threshold; a third processing unit that acquires a first group data storage number, which is the number of data items in a first group that is a group in which the number of data items stored in the data migration source device is equal to or greater than a predetermined value; a fourth processing unit that adds up the number of stored data items in each data storage device and the first group data storage number, and calculates the added-up data number for each data storage device; and a fifth processing unit that calculates the added-up data storage rate for each data storage device from each added-up data number and the maximum number of data items that can be stored, and migrates the first group data from the data migration source device to a data migration destination device that is a data storage device whose added-up data storage rate is less than the predetermined threshold.

[0009] In addition, in the processing program of the present invention, the computer is configured to function as a first processing unit that acquires, from multiple data storage devices, the number of stored data items, which is the number of data items stored in each data storage device; a second processing unit that calculates a data storage rate from the number of stored data items and the maximum number of data items that can be stored, and extracts a data migration source device that is a data storage device whose data storage rate is equal to or greater than a predetermined threshold; a third processing unit that acquires a first group data storage number, which is the number of data items in a first group that is a group in which the number of data items stored in the data migration source device is equal to or greater than a predetermined value; a fourth processing unit that adds up the number of stored data items in each data storage device and the first group data storage number, and calculates the added-up data number for each data storage device; and a fifth processing unit that calculates the added-up data storage rate for each data storage device from each added-up data number and the maximum number of data items that can be stored, and migrates the first group of data from the data migration source device to a data migration destination device that is a data storage device whose added-up data storage rate is less than the predetermined threshold.

[0010] Furthermore, in the processing method of the present invention, the processing method is a processing method of a processing device connected to an operator device used by an operator, in which the processing device executes the following processing steps: a first processing step of acquiring, from a plurality of data storage devices, the number of stored data items, which is the number of data items stored in each data storage device; a second processing step of calculating a data storage rate from the number of stored data items and the maximum number of data items that can be stored, and extracting a data migration source device that is a data storage device whose data storage rate is equal to or greater than a predetermined threshold; a third processing step of acquiring a first group data storage number, which is the number of data items in a first group that is a group in which the number of data items stored in the data migration source device is equal to or greater than a predetermined value; a fourth processing step of adding up the number of stored data items and the first group data storage number in each data storage device, and calculating the added-up data number for each data storage device; and a fifth processing step of calculating the added-up data storage rate for each data storage device from each added-up data number and the maximum number of data items that can be stored, and migrating the first group data from the data migration source device to a data migration destination device that is a data storage device whose added-up data storage rate is less than the predetermined threshold.

[0011] The present invention can keep the number of data items stored in each data storage device at a certain level that is lower than the limit capacity, preventing the number of data items stored in a specific data storage device from becoming too large. As a result, the present invention can prevent database operation from slowing down and suppress the time required to extract data for each group. [Effects of the Invention]

[0012] According to the present invention, the number of data items stored in each data storage device can be kept below a certain level that is lower than the limit capacity, and the number of data items stored in a specific data storage device can be prevented from becoming too large. As a result, the present invention can prevent database operation from slowing down and suppress the time required to extract data for each group, thereby realizing a processing device, processing program, and processing method that can process data more quickly. [Brief explanation of the drawings]

[0013] [Figure 1] FIG. 1 is a diagram illustrating the configuration of a contact center system. [Figure 2] FIG. 10 is a diagram showing the configuration of a call history table. [Figure 3] 10 is a sequence chart showing a history distribution processing procedure (1). [Figure 4] 10 is a sequence chart showing a history distribution processing procedure (2). [Figure 5] FIG. 2 is a block diagram showing the functional configuration of the history management device. DETAILED DESCRIPTION OF THE INVENTION

[0014] Hereinafter, modes for carrying out the invention (hereinafter referred to as embodiments) will be described in detail with reference to the drawings.

[0015] [1. Contact center system configuration] 1, the contact center system 1 is a so-called multi-tenant contact center system used by multiple tenants 14 (for example, tenant 14A, tenant 14B, and tenant 14C). Hereinafter, tenant 14A, tenant 14B, and tenant 14C will also be collectively referred to as tenants 14. This contact center system 1 is composed of a public network gateway device 10, a call control device 11, a history management device 12, three history storage devices 20A, 20B, and 20C, one administrator terminal 28 provided for each tenant 14, multiple operator terminals 31 provided for each tenant 14, and a log management device 16, which are connected via a network 32.

[0016] The public network gateway device 10 is connected to the public network 33 and has the function of relaying calls received from customer telephones 34 and relaying call data between the customer telephones 34 and the operator terminal 31. The call control device 11 controls communications in the contact center system 1, such as distributing incoming calls.

[0017] Specifically, the call control device 11 functions as an interactive voice response system that automatically responds to incoming voice calls from customer telephones 34, prompting the customer to dial by playing a prepared response voice according to a predetermined logic in response to the incoming telephone number. Depending on the logic, the call control device 11 also alternately plays the response voice and prompts the customer to dial. Furthermore, when the call control device 11 acquires information necessary for call control from the customer through the customer's dialing operation, the call control device 11 functions as an ACD (Automatic Call Distribution) processing unit that automatically distributes incoming calls from the customer telephones 34 to appropriate operator terminals 31 of tenants 14 according to the acquired information. At this time, the call control device 11 selects an appropriate operator based on, for example, the caller number (customer telephone number), the called number (called telephone number), the availability of the operator, and the like, and automatically distributes the incoming call to the operator terminal 31 used by the selected operator.

[0018] A plurality of operator terminals 31 are provided for each tenant 14. These are terminal devices used by operators and have functions such as a call function for responding to customer inquiries and an input function for inputting information about customers (such as customer names). The contact center system 1 transmits call histories with customers that the operators of each tenant 14 received at the operator terminal 31 and customer information about customers that the operators of each tenant 14 handled from the operator terminal 31 to the history storage device 20A, 20B, or 20C, and stores and manages them collectively in the history storage device 20A, 20B, or 20C. The operator terminal 31 assigns, for example, operator identification information input by the operator, terminal identification information for identifying itself, and a tenant identification ID for identifying the tenant 14 to which it belongs to the call history and customer information, and transmits them to the history storage device 20A, 20B, or 20C. This allows the history storage devices 20A, 20B, and 20C to identify the operator terminal 31 that sent the call history and customer information, the operator using the operator terminal 31, and the tenant 14 to which the operator belongs.

[0019] One administrator terminal 28 is provided for each tenant 14, and is a terminal device used by an administrator who manages operators. The administrator terminal 28 for each tenant 14 has a history aggregation unit 29. The history aggregation unit 29 transmits a call history acquisition request for the tenant 14 to which the administrator terminal 28 belongs to the history storage device 20A, 20B, or 20C to acquire the call history of the tenant 14, and aggregates and displays the acquired call history. Note that the administrator terminal 28, for example, assigns terminal identification information for identifying itself and a tenant identification ID for identifying the tenant 14 to which it belongs to the call history acquisition request, and transmits the call history acquisition request to the history storage device 20A, 20B, or 20C. This allows the history storage devices 20A, 20B, and 20C to identify the administrator terminal 28 that sent the call history acquisition request and the tenant 14 to which the administrator terminal 28 belongs.

[0020] The history storage device 20A is a device that stores and manages the call history between the operator of each tenant 14 and the customer that the operator of each tenant 14 received at the operator terminal 31, and the customer information of the customers that the operator of each tenant 14 dealt with. Although omitted from Fig. 1, this history storage device 20A is configured as a computer device having a CPU (Central Processing Unit), memory, a storage unit such as a hard disk, and a network interface.

[0021] The history storage device 20A has a communication unit 21A, a memory unit 22A, a history count notification unit 23A, and a history data transfer and deletion unit 24A. This history storage device 20A realizes the various functions of the communication unit 21A, the history count notification unit 23A, and the history data transfer and deletion unit 24A by having the CPU load and execute a program stored in the memory.

[0022] The communication unit 21A communicates with the manager terminal 28 and the operator terminal 31 of each tenant 14 via the network 32. The storage unit 22A stores a contact center history database DBA and the number of stored history records RA.

[0023] The contact center history database DBA has a call history table TBA as shown in Fig. 2, which stores the call history sent from the operator terminal 31 to the history storage device 20A. The call history table TBA is composed of a call identification ID for identifying the call, the call start time, the call end time, an operator identification ID for identifying the operator who made the call, the customer name of the customer who was served by the operator, and a tenant identification ID for identifying the tenant 14 to which the operator belongs, and each row represents one call history.

[0024] The number of stored history items RA indicates the number of call history items stored in the call history table TBA. Therefore, when the call history table TBA is in the state shown in FIG.

[0025] When the history storage device 20A receives a call history acquisition request from the manager terminal 28 via the communication unit 21A, it searches the call history table TBA using the tenant identification ID assigned to the acquisition request as a search key to extract the call history of the tenant 14 to which the manager terminal 28 belongs. Next, the history storage device 20A transmits the call history extracted from the call history table TBA to the manager terminal 28 via the communication unit 21A.

[0026] In response to a request to obtain the number of stored history items RA sent from the history management device 12, the number of history items notification unit 23A transmits the number of stored history items RA, which is the number of call histories stored in the call history table TBA, to the history management device 12 via the communication unit 21A.

[0027] In response to a call history migration instruction sent from the history management device 12, the history data migration and deletion unit 24A migrates all call histories of the tenant with the largest number of history items extracted from the call history table TBA to a history storage device 20B or 20C, which is a history migration destination device (details of which will be described later) provided separately from the history storage device 20A, via the communication unit 21A, and then deletes the call history of the tenant with the largest number of history items in the history storage device 20A from the call history table TBA. The history data migration and deletion unit 24A then sends a notification to the administrator terminal 28 of the tenant with the largest number of history items among the tenants 14 via the communication unit 21A instructing it to acquire the call history of the tenant with the largest number of history items (details of which will be described later) from the history migration destination device. This allows the history storage device 20A to change the source from which the administrator terminal 28 acquires the call history from the history storage device 20A to the history migration destination device.

[0028] The history storage device 20B has the same configuration as the history storage device 20A, and includes a communication unit 21B, a memory unit 22B, a history number notification unit 23B, and a history data migration / deletion unit 24B, each of which has the same configuration as the communication unit 21A, the memory unit 22A, the history number notification unit 23A, and the history data migration / deletion unit 24A. The memory unit 22B stores a contact center history database DBB and a stored history number RB, each of which has the same configuration as the contact center history database DBA and the stored history number RA. The contact center history database DBB is provided with a call history table (not shown) having the same configuration as the call history table TBA (FIG. 2), and this call history table stores the call history transmitted from the operator terminal 31 to the history storage device 20B. The stored history number RB indicates the number of call history items stored in the call history table of the contact center history database DBB.

[0029] The history storage device 20C has the same configuration as the history storage device 20A, and includes a communication unit 21C, a memory unit 22C, a history number notification unit 23C, and a history data migration / deletion unit 24C, each of which has the same configuration as the communication unit 21A, the memory unit 22A, the history number notification unit 23A, and the history data migration / deletion unit 24A. The memory unit 22C stores a contact center history database DBC and a stored history number RC, each of which has the same configuration as the contact center history database DBA and the stored history number RA. The contact center history database DBC has a call history table (not shown) that has the same configuration as the call history table TBA (FIG. 2), and this call history table stores the call history transmitted from the operator terminal 31 to the history storage device 20C. The stored history number RC indicates the number of call history items stored in the call history table of the contact center history database DBC.

[0030] Hereinafter, history storage devices 20A, 20B, and 20C will also be collectively referred to as history storage device 20. Also, hereinafter, communication units 21A, 21B, and 21C will also be collectively referred to as communication unit 21, memory units 22A, 22B, and 22C will also be collectively referred to as memory unit 22, contact center history databases DBA, DBB, and DBC will also be collectively referred to as contact center history database DB, stored history item counts RA, RB, and RC will also be collectively referred to as stored history item count R, history item count notification units 23A, 23B, and 23C will also be collectively referred to as history item count notification unit 23, and history data migration / deletion units 24A, 24B, and 24C will also be collectively referred to as history data migration / deletion unit 24.

[0031] In the contact center system 1, the administrator terminal 28 and operator terminal 31 of each tenant 14 are initially set to access the history storage device 20A. Then, in the contact center system 1, when the history storage rate K of the history storage device 20A becomes equal to or greater than the threshold value β, the call history of the tenant with the greatest number of history items (described later) is migrated from the history storage device 20A to the history migration destination device, which is the other history storage device 20. After this, the administrator terminal 28 and operator terminal 31 of the tenant 14 (the tenant with the greatest number of history items) whose call history has been migrated to the history migration destination device access the history migration destination device instead of the history storage device 20A.

[0032] The history management device 12 manages the call histories received by the operator at the operator terminal 31 and the call histories stored in the history storage devices 20A, 20B, and 20C. The history management device 12 is controlled overall by a history management control unit 13, which is composed of a CPU and memory, and stores a maximum number of history items α and a threshold value β in advance in a storage unit (not shown). The maximum number of history items α, which represents the maximum number of data items that can be stored, is the upper limit of the number of call histories that can be stored in the contact center history database DB of each history storage device 20. The threshold value β is a threshold value for the history storage rate K (history storage rate KA, KB, or KC) used when determining whether or not a call history is to be migrated from one history storage device 20 (history migration source device) to another history storage device 20 (history migration destination device) in the history distribution processing described below. The history storage rate K is the ratio of the current number of stored history items R to the maximum number of history items α, and is calculated by the number of stored history items R / maximum number of history items α. In this embodiment, the maximum number of history records α is set to 10,000 in all history storage devices 20, and the threshold value β is set to 80[%] of the maximum number of history records α.

[0033] The history management device 12 executes the history distribution process described below, for example, once a day, and migrates call history from a history storage device 20 (history migration source device) whose history storage rate K is equal to or greater than the threshold value β to another history storage device 20 (history migration destination device), thereby lowering the history storage rate K of the history storage device 20 (history migration source device) with a high history storage rate K and averaging the history storage rates K of all the history storage devices 20 as much as possible. In this way, the history management device 12 distributes and stores the call history in the contact center system 1 in each history storage device 20.

[0034] Log management device 16 stores alarms received from history management device 12 in a log file. An administrator terminal (not shown) used by an administrator who manages contact center system 1 is connected to this log management device 16. This administrator operates the administrator terminal to check the alarms in the log file of log management device 16 and determine whether to add a history storage device 20 (for example, history storage device 20D). Log management device 16 also stores history migration completion notifications (described later) received from history management device 12 in a log file.

[0035] Furthermore, among the operations of the contact center system 1, the operation of distributing an incoming call from the customer telephone 34 to the operator terminal 31 and conducting a call between the customer telephone 34 and the operator terminal 31, and the operation of registering the call history of the call in the contact center history database DBA of the history storage device 20A, the contact center history database DBB of the history storage device 20B, or the contact center history database DBC of the history storage device 20C are the same or nearly the same as conventional operations, so detailed explanations will be omitted.

[0036] [2. Distributed History Processing] Next, the history distribution processing procedure RT1 by the history management device 12 will be described using the sequence charts shown in Figures 3 and 4. The history management control unit 13 starts the history distribution processing procedure RT1 shown in Figure 3 by reading out the history distribution processing program from the storage unit and executing it, and then proceeds to step SP1.

[0037] Here, at the time when the history distribution processing procedure RT1 starts, the number of stored history items RA in the history storage device 20A is 8000, with the breakdown being 5000 for tenant 14A, 3000 for tenant 14B, and 0 for tenant 14C. Therefore, the history storage rate KA (number of stored history items RA / maximum number of history items α) of the history storage device 20A is 8000 / 10000, or 80% with the breakdown being 50% for tenant 14A, 30% for tenant 14B, and 0% for tenant 14C.

[0038] On the other hand, the number of stored history items RB in history storage device 20B is 3000, broken down as follows: 0 for tenant 14A, 0 for tenant 14B, and 3000 for tenant 14C. Therefore, the history storage rate KB (number of stored history items RB / maximum number of history items α) of history storage device 20B is 3000 / 10000, or 30[%], broken down as follows: 0[%] for tenant 14A, 0[%] for tenant 14B, and 30[%] for tenant 14C.

[0039] On the other hand, the number of stored history items RC in the history storage device 20C is set to 0. Therefore, the history storage rate KC (number of stored history items RC / maximum number of history items α) of the history storage device 20C is 0 / 10000, or 0%. Hereinafter, the history storage rates KA, KB, and KC will be collectively referred to as the history storage rate K.

[0040] In step SP1, the history management control unit 13 transmits a request to acquire the number R of stored history records to all history storage devices 20.

[0041] When communication unit 21A receives a request to obtain the number of stored history items R (number of stored history items RA), in step SP2, history storage device 20A replies with the number of stored history items RA to history management device 12 via communication unit 21A using history number notification unit 23A. When communication unit 21B receives a request to obtain the number of stored history items R (number of stored history items RB), in step SP3, history storage device 20B replies with the number of stored history items RB to history management device 12 via communication unit 21B using history number notification unit 23B. When communication unit 21C receives a request to obtain the number of stored history items R (number of stored history items RC), in step SP4, history storage device 20C replies with the number of stored history items RC to history management device 12 via communication unit 21C using history number notification unit 23C.

[0042] Upon receiving the number of stored history items R (i.e., the number of stored history items RA, RB, and RC) from all history storage devices 20, the history management control unit 13 calculates and stores the history storage rate K (i.e., the history storage rates KA, KB, and KC) by calculating the number of stored history items R / the maximum number of history items α for all history storage devices 20 in step SP5, and then proceeds to step SP6. In this embodiment, the history storage rate KA is 80[%], the history storage rate KB is 30[%], and the history storage rate KC is 0[%].

[0043] In step SP6, the history management control unit 13 stores the number of stored history items R of the history migration destination device, which is the history storage device 20 with the smallest history storage rate K, as the minimum number of stored history items Rmin in the memory unit together with information identifying the history storage device 20, and proceeds to step SP7. In this embodiment, since the history storage rate KC is 0[%], the minimum value, the history management control unit 13 extracts the history storage device 20C as the history migration destination device, and the minimum number of stored history items Rmin becomes 0.

[0044] In step SP7, the history management control unit 13 determines whether all history storage rates K are equal to or greater than the threshold value β. If a positive result is obtained here, this indicates that there is a history storage device 20 with a high history storage rate K, and it is desired to transfer the call history from this history storage device 20 to another history storage device 20, but all of the other history storage devices 20 also have high history storage rates K, so the call history cannot be transferred. In this case, the history management control unit 13 proceeds to step SP9. In step SP9, the history management control unit 13 issues an alarm to the log management device 16 and ends the history distribution processing procedure RT1. On the other hand, if a negative result is obtained in step SP7, the history management control unit 13 proceeds to step SP8.

[0045] In step SP8, the history management control unit 13 determines whether all the history storage rates K are less than the threshold value β. If a positive result is obtained here, this indicates that the history storage rates K of all the history storage devices 20 are low and therefore there is no need to transfer the call history from one history storage device 20 to another history storage device 20, and the history management control unit 13 then ends the history distribution processing procedure RT1.

[0046] On the other hand, if a negative result is obtained in step SP8, this indicates that at least one history storage rate K is above the threshold value β, and therefore there is at least one history storage device 20 with a high history storage rate K, and by transferring call history from this history storage device 20 to another history storage device 20, it is possible to reduce the history storage rate K of the history storage device 20 with a high history storage rate K and average the history storage rates K of all history storage devices 20 as much as possible, and in this case the history management control unit 13 proceeds to step SP10.

[0047] In step SP10, the history management control unit 13 extracts the history storage device 20 whose history storage rate K is equal to or greater than the threshold value β as the history migration source device, and proceeds to step SP11. In this embodiment, the history storage rate KA is 80[%], which is equal to or greater than the threshold value β of 80[%], so the history management control unit 13 extracts the history storage device 20A as the history migration source device.

[0048] In step SP11, the history management control unit 13 transmits a database acquisition request, which is a request to acquire the contact center history database DBA, to the history storage device 20A, which is the history migration source device.

[0049] When the communication unit 21A receives the database acquisition request, the history storage device 20A, which is the history transfer source device, transmits the contact center history database DBA to the history management control unit 13 via the communication unit 21A in step SP12.

[0050] When the contact center history database DBA is received from the history storage device 20A, which is the history migration source device, in step SP13 the history management control unit 13 extracts the call history of each tenant 14 by searching the call history table TBA of the contact center history database DBA using all tenant identification IDs stored in the call history table TBA as a search key, calculates the number of call history items per tenant T, which is the number of call history items for each tenant 14, and proceeds to step SP14.

[0051] In step SP14, the history management control unit 13 extracts the maximum tenant history count Tmax, which is the number of call history records of the tenant 14 (also referred to as the tenant with the largest number of history records) among the call history records stored in the history storage device 20A, based on the number of history records per tenant T, and proceeds to step SP15. In this embodiment, since tenant 14A has the highest value of 5000 records, the history management control unit 13 sets tenant 14A as the tenant with the largest number of history records and sets the maximum tenant history count Tmax to 5000 records.

[0052] In step SP15, the history management control unit 13 calculates the total number of history items Rx by adding together the minimum number of stored history items Rmin of the history migration destination device held in step SP6 and the maximum number of tenant history items Tmax extracted in step SP15, and then proceeds to step SP16 (FIG. 4). In this embodiment, the minimum number of stored history items Rmin is 0 and the maximum number of tenant history items Tmax is 5000, so the total number of history items Rx is 5000.

[0053] In step SP16, the history management control unit 13 calculates the combined history count Rx / maximum history count α to calculate the combined history storage rate Kx, which is the history storage rate of the history storage device 20C when the call history of the maximum tenant history count Tmax (5000 items) of tenant 14A is moved from the history storage device 20A, which is the history migration source device, to the history storage device 20C, which is the history migration destination device (i.e., after the history migration), and then proceeds to step SP17.

[0054] In step SP17, the history management control unit 13 determines whether the combined history storage rate Kx is equal to or greater than the threshold value β. If a positive result is obtained here, this indicates that if the call history for the maximum tenant history count Tmax (5000 items) of tenant 14A is moved from the history storage device 20A, which is the history migration source device, to the history storage device 20C, which is the history migration destination device, the combined history storage rate Kx of the history storage device 20C, which is the history migration destination device, becomes too high. Therefore, it is not possible to move the call history for the maximum tenant history count Tmax (5000 items) of tenant 14A from the history storage device 20A, which is the history migration source device, to the history storage device 20C, which is the history migration destination device. In this case, the history management control unit 13 proceeds to step SP18. In step SP18, the history management control unit 13 issues an alarm to the log management device 16 and ends the history distribution processing procedure RT1.

[0055] On the other hand, if a negative result is obtained in step SP17, this indicates that even if call history for the maximum tenant history number Tmax (5000 items) of tenant 14A is moved from the history storage device 20A, which is the history migration source device, to the history storage device 20C, which is the history migration destination device, the combined history storage rate Kx of the history storage device 20C, which is the history migration destination device, will not become too high, and therefore it is possible to move call history for the maximum tenant history number Tmax (5000 items) of tenant 14A from the history storage device 20A, which is the history migration source device, to the history storage device 20C, which is the history migration destination device, and at this time the history management control unit 13 proceeds to step SP19.

[0056] In step SP19, the history management control unit 13 sends a call history migration instruction to the history storage device 20A, which is the history migration source device, to move the call history for the maximum tenant history count Tmax (5000 items) of tenant 14A, which is the maximum history count tenant, from the history storage device 20A to the history storage device 20C, which is the history migration destination device.

[0057] When the communication unit 21A receives the call history migration instruction, in step SP20, the history storage device 20A, which is the history migration source device, transmits the call history of tenant 14A, the tenant with the largest number of history entries, to the history storage device 20C, which is the history migration destination device, via the communication unit 21A using the history data migration / deletion unit 24A, thereby migrating the call history of tenant 14A to the call history table of the contact center history database DBC of the history storage device 20C, and proceeds to step SP21. In step SP21, the history storage device 20A deletes the call history of tenant 14A, the tenant with the largest number of history entries, from the call history table TBA using the history data migration / deletion unit 24A, and proceeds to step SP22. In step SP22, the history storage device 20A transmits a migration completion notice indicating that the call history of tenant 14A has been migrated to the contact center history database DBC to the history management device 12 via the communication unit 21A using the history data migration / deletion unit 24A, and terminates the history distribution processing procedure RT1.

[0058] Upon receiving the migration completion notice from the history storage device 20A, the history management control unit 13 sends a history migration completion notice indicating that the history has been migrated to the log management device 16 in step SP23, and ends the history distribution processing procedure RT1.

[0059] [3. Functional configuration of the history management device] Here, if the basic functions related to the history distribution processing in the history management device 12 are represented by a functional block diagram, for example, it will look like FIG.

[0060] The first processing unit 40 corresponds to, for example, the history management control unit 13 (FIG. 1), and acquires the number of stored history items R, which is the number of call history items stored in each history storage device 20, from multiple history storage devices 20.

[0061] The second processing unit 42 corresponds to, for example, the history management control unit 13 (Figure 1), and calculates the history storage rate K from the number of stored history items R and the maximum number of history items α, and extracts history migration source devices that are history storage devices 20 whose history storage rate K is greater than or equal to a predetermined threshold value β.

[0062] The third processing unit 44 corresponds to, for example, the history management control unit 13 (Figure 1), and acquires the maximum tenant history count Tmax, which is the number of call history entries of the maximum history entry tenant, which is the tenant 14 with the largest number of call history entries stored in the history migration source device.

[0063] The fourth processing unit 46 corresponds to, for example, the history management control unit 13 (Figure 1), and adds up the number of stored history items R of the history migration destination device, which is the history storage device 20 with the lowest history storage rate K, and the maximum tenant history item number Tmax, and calculates the total number of history items Rx.

[0064] The fifth processing unit 48 corresponds to, for example, the history management control unit 13 (Figure 1), and calculates the combined history storage rate Kx of the history migration destination device from the combined history number Rx and the maximum history number α, and if the combined history number Rx is less than the threshold value β, migrates the call history of the tenant with the maximum number of history items from the history migration source device to the history migration destination device.

[0065] In addition, the fifth processing unit 48 corresponds to, for example, the history management control unit 13 (Figure 1), and calculates the combined history storage rate Kx of the history migration destination device from the combined history number Rx and the maximum history number α, and if the combined history number Rx is greater than or equal to the threshold value β, does not migrate the call history of the tenant with the maximum number of history items from the history migration source device to the history migration destination device.

[0066] [4. Effects, etc.] In the above configuration, when the history management device 12 finds a history migration source device that is a history storage device 20 with a history storage rate K as a data storage rate that is equal to or greater than a threshold value β set lower than the limit capacity (maximum number of history items α) of call history that can be stored in the contact center history database DB, it migrates the call history of the tenant with the largest number of history items, that is, the tenant 14 with the largest number of call history items among the call history items stored in the history migration source device, to the history migration destination device that is the history storage device 20 with the lowest history storage rate K. Next, the history management device 12 deletes the call history of the tenant with the largest number of history items from the history migration source device.

[0067] As a result, the history management device 12 can store the call histories in the contact center system 1 by distributing them as evenly as possible across multiple history storage devices 20. At the same time, the history management device 12 keeps the number of call histories stored in each history storage device 20 at a certain level that is lower than the limit capacity, preventing the number of call histories stored in a specific history storage device 20 from becoming too large. This prevents the database from slowing down and reduces the time required to extract data for each tenant 14. The history management device 12 can also prevent the history aggregation unit 29 from ceasing to operate due to an excessive number of call histories stored in the history storage device 20, which would affect the operation of the contact center system 1. Additionally, the history management device 12 can avoid situations where it takes a long time to extract call histories, not only for tenants 14 with a large number of call histories, but also for tenants 14 with a small number of call histories.

[0068] In addition, at this time, the history management device 12 calculates the total number of history records R by adding up the number of stored history records R in the history migration destination device and the maximum tenant history record number Tmax, which is the number of call history records of the tenant with the largest number of history records, and calculates the total number of history records Rx as the total data storage rate according to the total number of history records Rx. Next, if the total history storage rate Kx is less than the threshold value β, the history management device 12 migrates the call history of the tenant with the largest number of history records from the history migration source device to the history migration destination device, while if the total history storage rate Kx is equal to or greater than the threshold value β, it does not migrate the call history of the tenant with the largest number of history records from the history migration source device to the history migration destination device. Therefore, the history management device 12 can prevent the number of call history records stored in the history migration destination device from becoming too large when the call history of the tenant with the largest number of history records is migrated from the history migration source device.

[0069] According to the above configuration, the history management device 12 includes a first processing unit 40 that acquires the number of stored history items R as the number of stored data items, which is the number of call history items as data stored in each history storage device 20, from the history storage devices 20 as a plurality of data storage devices; a second processing unit 42 that calculates a history storage rate K as a data storage rate from the number of stored history items R and the maximum number of history items α as the maximum number of data items that can be stored, and extracts a history transfer source device (history storage device 20A in this embodiment) as a data transfer source device that is a history storage device 20 for which the history storage rate K is equal to or greater than a predetermined threshold value β; and a maximum number of history item tenants (tenants 14 in this embodiment) as a first group that is a group of tenants 14 for which the number of call history items stored in the history transfer source device is equal to or greater than a predetermined value. a fourth processing unit 46 that adds up the number of stored history items R of each history storage device 20 and the maximum number of tenant history items Tmax to calculate a combined number of history items Rx as the combined number of data items of each history storage device 20; and a fifth processing unit 48 that calculates a combined history storage rate Kx as the combined data storage rate of each history storage device 20 from each combined number of history items Rx and the maximum number of history items α, and migrates the call history of the tenant with the maximum number of history items from the history migration source device (history storage device 20A) to a history migration destination device (history storage device 20C) that is a history storage device 20 whose combined history storage rate Kx is less than the threshold value β.

[0070] This allows the history management device 12 to keep the number of call history items stored in each history storage device 20 at or below a certain level that is lower than the limit capacity, and to prevent an increase in the number of call history items stored in a specific history storage device 20. This allows the history management device 12 to prevent the database from slowing down, and to suppress the time required to extract data for each tenant.

[0071] 5. Other Embodiments In the above-described embodiment, the history management device 12 acquires, by the third processing unit 44, the maximum tenant history count Tmax, which is the number of call histories of the tenant with the largest number of history entries, which is the tenant 14 with the largest number of call histories stored in the history migration source device; the fourth processing unit 46 adds together the number of stored history entries R of the history migration destination device, which is the history storage device 20 with the lowest history storage rate K, and the maximum tenant history count Tmax, to calculate the combined history count Rx; the fifth processing unit 48 calculates the combined history storage rate Kx of the history migration destination device from the combined history count Rx and the maximum history count α; and if the combined history count Rx is less than the threshold value β, the history management device 12 migrates the call history of the tenant with the largest number of history entries from the history migration source device to the history migration destination device. The present invention is not limited to this, and the history management device 12 may use the third processing unit 44 to obtain the maximum tenant history count Tmax, which is the number of call histories of the maximum number of history tenants, which are tenants 14 for which the number of call histories stored in the history migration source device is a predetermined value or more, and the fourth processing unit 46 may add up the number of stored histories R of each history storage device 20 and the maximum tenant history count Tmax to calculate the combined history count Rx of each history storage device 20, and the fifth processing unit 48 may calculate the combined history storage rate Kx of each history storage device 20 from each combined history count Rx and the maximum history count α, and migrate the call history of the maximum number of history tenants from the history migration source device to the history migration destination device, which is a history storage device 20 for which the combined history storage rate Kx is less than the threshold value β. In this case, if the combined history storage rate Kx in all history storage devices 20 is greater than or equal to the threshold value β, the fifth processing unit 48 will not migrate the call history of the tenant with the maximum number of history items from the history migration source device to other history storage devices 20.

[0072] Furthermore, in the above-described embodiment, in step SP10 of the history distribution processing procedure RT1 (Figure 3), if there are multiple history storage devices 20 with a history storage rate K equal to or greater than the threshold value β, the history management device 12 may set the history storage device 20 with the higher history storage rate K as the history migration source device.

[0073] Furthermore, in the above-described embodiment, the history management device 12 calculates the history storage rate K in step SP5 of the history distribution processing procedure RT1 (Figure 3), retains the number of stored history items R of the history storage device 20 with the smallest history storage rate K as the minimum number of stored history items Rmin in step SP6, compares the history storage rate K with a threshold value β in steps SP7 and SP8, extracts history migration source devices whose history storage rate K is equal to or greater than the threshold value β in step SP10, calculates the combined history storage rate Kx after call history migration from the combined number of history items Rx and the maximum number of history items α in step SP15, and compares the combined history storage rate Kx with the threshold value β in step SP17. The present invention is not limited to this, and when the maximum number of history items α in all history storage devices 20 is set to the same number, the history management device 12 may not calculate the history storage rate K in step SP5 of the history distribution processing procedure RT1 (Figure 3), but may instead retain the number of stored history items R of the history storage device 20 with the smallest number of stored history items R as the minimum number of stored history items Rmin in step SP6, compare the number of stored history items R with a threshold β2 which is a threshold for number rather than ratio in steps SP7 and SP8, extract a history migration source device whose number of stored history items R is greater than or equal to threshold β2 in step SP10, and not calculate the combined history storage rate Kx after call history migration from the combined number of history items Rx and the maximum number of history items α in step SP15, but may instead compare the combined number of history items Rx with threshold β2 in step SP17. In short, when the maximum number of history items α in all history storage devices 20 is set to the same number, the history management device 12 can retain the number of stored history items R of the history storage device 20 with the smallest number of stored history items R itself as the minimum number of stored history items Rmin without calculating the history storage rate K, compare the number of stored history items R with a threshold value β2, extract history migration source devices whose number of stored history items R is greater than or equal to the threshold value β2, and compare the combined number of history items Rx itself with the threshold value β2 without calculating the combined history storage rate Kx.

[0074] Furthermore, in the above-described embodiment, the history management device 12 has been described as setting the threshold value β to 80% when the maximum number of history items α is 100%. However, the present invention is not limited to this, and the history management device 12 may set the threshold value β to various other values.

[0075] Furthermore, in the above-described embodiment, the history management device 12 has been described as executing the history distribution process, for example, once a day. However, the present invention is not limited to this, and the history management device 12 may execute the history distribution process at various frequencies. However, since updating the contact center history database DB takes time and checking the consistency of the contact center history database DB after updating the contact center history database DB does not become complicated, it is preferable that the frequency of the history distribution process is not too high.

[0076] Furthermore, in the above-described embodiment, the contact center system 1 is described as being provided with three history storage devices 20: history storage devices 20A, 20B, and 20C. However, the present invention is not limited to this, and the contact center system 1 may be provided with any number of history storage devices 20, such as two or four or more.

[0077] Furthermore, in the above-described embodiment, the present invention has been described as being applied to the contact center system 1. However, the present invention is not limited to this, and may be applied to various systems configured such that, for example, data for multiple groups is stored in a storage unit such as a database, and a terminal device acquires data for a specified group from this storage unit.

[0078] Furthermore, in the above-described embodiment, the present invention has been described as being applied to a contact center system 1, which is a specific example of a processing system. However, the present invention is not limited to this, and the present invention may also be applied to processing systems with configurations different from those of the contact center system 1. Furthermore, in the above-described embodiment, the present invention has been described as being applied to a history management device 12, which is a specific example of a processing device and a computer. However, the present invention is not limited to this, and the present invention may also be applied to processing devices and computers with configurations different from those of the history management device 12. For example, part or all of the history management control unit 13 of the history management device 12 may be applied to a processing device implemented in hardware rather than software, or the history management control unit 13 may be provided in various other locations connected to the network 32, such as by providing the history management control unit 13 as an internal function of any other device.

[0079] Furthermore, the present invention is not limited to the above-described embodiment and other embodiments. That is, the scope of application of the present invention extends to embodiments in which the above-described embodiment and the other embodiments are combined in part or in whole. The scope of application of the present invention also extends to embodiments in which part of the configuration described in any of the above-described embodiment and other embodiments is extracted and used as part of the configuration of any of the above-described embodiment and other embodiments, or in which part of the extracted configuration is added to any of the above-described embodiment.

[0080] Furthermore, in the above-described embodiment, the history management device 12 as a processing device is described as being configured by the first processing device 40 as the first processing device, the second processing device 42 as the second processing device, the third processing device 44 as the third processing device, the fourth processing device 46 as the fourth processing device, and the fifth processing device 48 as the fifth processing device. However, the present invention is not limited to this, and the processing device may be configured by the first processing device, the second processing device, the third processing device, the fourth processing device, and the fifth processing device having various other configurations.

[0081] [6. Notes] The following additional notes are provided regarding the above-described embodiment.

[0082] In order to solve this problem, the processing device of the present invention is provided with a first processing unit that acquires the number of stored data items, which is the number of data items stored in each data storage device, from multiple data storage devices; a second processing unit that calculates the data storage rate from the number of stored data items and the maximum number of data items that can be stored, and extracts data transfer source devices that are data storage devices with the data storage rate equal to or greater than a predetermined threshold; a third processing unit that acquires the number of first group data storage items, which is the number of data items in a first group that is a group with the number of data items stored in the data transfer source device equal to or greater than a predetermined value; a fourth processing unit that adds up the number of stored data items and the number of first group data storage items in each data storage device, and calculates the number of data items after addition for each data storage device; and a fifth processing unit that calculates the number of data items after addition for each data storage device from the number of data items after addition and the maximum number of data items that can be stored, and migrates the first group of data from the data transfer source device to a data transfer destination device that is a data storage device with the number of data items after addition below the predetermined threshold.

[0083] In addition, in the processing program of the present invention, the computer is configured to function as a first processing unit that acquires, from multiple data storage devices, the number of stored data items, which is the number of data items stored in each data storage device; a second processing unit that calculates a data storage rate from the number of stored data items and the maximum number of data items that can be stored, and extracts a data migration source device that is a data storage device whose data storage rate is equal to or greater than a predetermined threshold; a third processing unit that acquires a first group data storage number, which is the number of data items in a first group that is a group in which the number of data items stored in the data migration source device is equal to or greater than a predetermined value; a fourth processing unit that adds up the number of stored data items in each data storage device and the first group data storage number, and calculates the added-up data number for each data storage device; and a fifth processing unit that calculates the added-up data storage rate for each data storage device from each added-up data number and the maximum number of data items that can be stored, and migrates the first group of data from the data migration source device to a data migration destination device that is a data storage device whose added-up data storage rate is less than the predetermined threshold.

[0084] Furthermore, in the processing method of the present invention, the processing method is a processing method of a processing device connected to an operator device used by an operator, in which the processing device executes the following processing steps: a first processing step of acquiring, from a plurality of data storage devices, the number of stored data items, which is the number of data items stored in each data storage device; a second processing step of calculating a data storage rate from the number of stored data items and the maximum number of data items that can be stored, and extracting a data migration source device that is a data storage device whose data storage rate is equal to or greater than a predetermined threshold; a third processing step of acquiring a first group data storage number, which is the number of data items in a first group that is a group in which the number of data items stored in the data migration source device is equal to or greater than a predetermined value; a fourth processing step of adding up the number of stored data items and the first group data storage number in each data storage device, and calculating the added-up data number for each data storage device; and a fifth processing step of calculating the added-up data storage rate for each data storage device from each added-up data number and the maximum number of data items that can be stored, and migrating the first group data from the data migration source device to a data migration destination device that is a data storage device whose added-up data storage rate is less than the predetermined threshold.

[0085] As a result, the present invention can maintain the number of data items stored in each data storage device at a certain level that is lower than the limit capacity, and prevent the number of data items stored in a specific data storage device from becoming too large. As a result, the present invention can prevent database operation from slowing down and prevent the extraction of data for each group from taking too long, thereby realizing a processing device, processing program, and processing method that can process data more quickly. [Industrial Applicability]

[0086] The present invention can be widely used in customer support systems such as multi-tenant contact center systems. [Explanation of symbols]

[0087] 1...Contact center system, 10...Public network gateway device, 11...Call control device, 12...History management device, 13...History management control unit, 14...Tenant, 16...Log management device, 20...History storage device, 21...Communication unit, 22...Memory unit, DB...Contact center history database, R...Number of stored history items, TBA...Call history table, 23...History number notification unit, 24...History data migration and deletion unit, 28...Administrator terminal, 29...History aggregation unit, 31...Operator terminal, 32...Network, 33...Public network, 34...Customer telephone, Rmin...Minimum number of stored history items, α...Maximum number of history items, β...Threshold, K...History storage rate, T...Number of history items per tenant, Tmax...Maximum number of tenant history items, Rx...Number of history items after aggregation, Kx...History storage rate after aggregation.

Claims

1. a first processing unit that acquires, from a plurality of data storage devices, a number of stored data items, which is the number of data items stored in each of the data storage devices; a second processing unit that calculates a data storage rate from the number of stored data items and the maximum number of storable data items, and extracts a data migration source device that is the data storage device having the data storage rate equal to or greater than a predetermined threshold; a third processing unit that acquires a first group data storage count, which is the number of data items in a first group that is a group in which the number of data items stored in the data migration source device is equal to or greater than a predetermined value; a fourth processing unit that adds up the number of stored data items in each of the data storage devices and the number of stored first group data items to calculate the total number of data items in each of the data storage devices; a fifth processing unit that calculates a combined data storage rate of each of the data storage devices from the combined data number and the maximum storable data number, and migrates the data of the first group from the data migration source device to a data migration destination device that is a data storage device whose combined data storage rate is less than the predetermined threshold; A processing device comprising:

2. The third processing unit is acquire the first group data storage count, which is the number of data items of the first group, which is the group with the largest number of data items stored in the data transfer source device; The fourth processing unit is adding up the number of stored data items stored in the data transfer destination device, which is the data storage device with the lowest data storage rate among the plurality of data storage devices, and the number of stored first group data items, and calculating the total number of data items in the data transfer destination device; The fifth processing unit is The combined data storage rate of the data migration destination device is calculated from the combined data number and the maximum storable data number, and if the combined data storage rate is less than the predetermined threshold, the data of the first group is migrated from the data migration source device to the data migration destination device.

2. The processing device according to claim 1.

3. The fifth processing unit is When the combined data storage rate in all of the data storage devices is equal to or greater than the predetermined threshold, the data in the first group is not migrated from the data migration source device to another of the data storage devices.

2. The processing device according to claim 1.

4. The fifth processing unit is When the combined data storage rate in the data migration destination device is equal to or greater than the predetermined threshold, the data of the first group is not migrated from the data migration source device to the data migration destination device.

3. The processing device according to claim 2.

5. The fifth processing unit is After the data of the first group is migrated from the data migration source device to the data migration destination device, the data of the first group is deleted from the data migration source device.

2. The processing device according to claim 1.

6. The threshold is lower than the limit capacity of the data that can be stored in the data storage device.

2. The processing device according to claim 1.

7. Computer, a first processing unit that acquires, from a plurality of data storage devices, a number of stored data items, which is the number of data items stored in each of the data storage devices; a second processing unit that calculates a data storage rate from the number of stored data items and the maximum number of storable data items, and extracts a data migration source device that is the data storage device having the data storage rate equal to or greater than a predetermined threshold; a third processing unit that acquires a first group data storage count, which is the number of data items in a first group that is a group in which the number of data items stored in the data migration source device is equal to or greater than a predetermined value; a fourth processing unit that adds up the number of stored data items in each of the data storage devices and the number of stored first group data items to calculate the total number of data items in each of the data storage devices; a fifth processing unit that calculates a combined data storage rate of each of the data storage devices from the combined data number and the maximum storable data number, and migrates the data of the first group from the data migration source device to a data migration destination device that is a data storage device whose combined data storage rate is less than the predetermined threshold; A processing program to make it function as such.

8. A processing method for a processing device connected to an operator device used by an operator, comprising: The processing device includes: a first processing step of acquiring, from a plurality of data storage devices, the number of stored data items, which is the number of data items stored in each of the data storage devices; a second processing step of calculating a data storage rate from the number of stored data items and the maximum number of storable data items, and extracting a data migration source device that is the data storage device having the data storage rate equal to or greater than a predetermined threshold; a third processing step of acquiring a first group data storage count, which is the number of data items in a first group that is a group in which the number of data items stored in the data migration source device is equal to or greater than a predetermined value; a fourth processing step of adding up the number of stored data items in each of the data storage devices and the number of stored first group data items to calculate the total number of data items in each of the data storage devices; a fifth processing step of calculating a combined data storage rate of each of the data storage devices from the combined data number and the maximum storable data number, and transferring the data of the first group from the data transfer source device to a data transfer destination device, which is a data storage device having the combined data storage rate less than the predetermined threshold; A processing method characterized by carrying out the above.

Images