Processing device, processing program for processing device, processing method for processing device, operator device, processing program for operator device, and processing method for operator device

Abstract

Performs health monitoring with a simple configuration. [Solution] The WFM14 has a first processing unit 40 that, when it receives a log-on notification indicating that an operator communication device PCx has been logged on, sends to the operator communication device PCx device-specific monitored data DPx indicating the operator communication device PC1 that the operator communication device PCx is monitoring; a second processing unit 42 that receives from the operator communication device PCx that the operator communication device PCx has received from the operator communication device PC1 a log-on notification response to the log-on notification sent from the operator communication device PCx to the operator communication device PC1; and a third processing unit 44 that, when it receives from the operator communication device PCx a no-response notification indicating the operating status of the operator communication device PC1, updates the management status of the monitoring management table 32 that indicates the operating status of the operator communication device PC1.

Description

[Technical Field]

[0001] The present invention relates to a processing device, a processing program for a processing device, a processing method for a processing device, an operator device, a processing program for an operator device, and a processing method for an operator device, and is suitable for application to a system that performs alive monitoring in a contact center, for example. [Background technology]

[0002] In conventional contact centers, operators often conduct their work by talking to customers using software-based softphones installed and activated on their operator devices, or browser-based softphones. In such contact centers, suppose the softphone on an operator device goes down for some reason during a call. The call control server does not frequently check the status of a softphone once a call has been established. For example, some Session Initiation Protocol (SIP) protocols have a minimum session monitoring interval of 90 seconds (see, for example, Patent Document 1). As a result, the server is unaware of the call disconnection for some time, and the call remains suspended from the system perspective. Furthermore, from a service perspective, the customer who was talking to the operator suddenly loses their call without knowing why, resulting in a decline in the quality of the contact center's service.

[0003] In response to this, there has been a system in which a monitoring server with dedicated monitoring functions is introduced, and the monitoring server collectively monitors the status of all operator devices that it monitors. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Japanese Patent Application Laid-Open No. 2010-226459 Summary of the Invention [Problem to be solved by the invention]

[0005] However, introducing a health monitoring server is costly, and the more operator devices there are, the higher the performance required of the health monitoring server becomes, which leads to even higher costs.

[0006] The present invention has been made in consideration of the above points, and aims to propose a processing device, a processing program for the processing device, a processing method for the processing device, an operator device, a processing program for the operator device, and a processing method for the operator device that can perform alive monitoring with a simple configuration. [Means for solving the problem]

[0007] In order to solve this problem, the processing device of the present invention is provided with a first processing unit that, when receiving from the first operator device first information indicating that an operator has logged on to the first operator device, sends to the first operator device second information indicating a second operator device that is to be monitored by the first operator device; a second processing unit that receives from the first operator device third information indicating that the first operator device has received from the second operator device response information to the first information sent from the first operator device to the second operator device; and a third processing unit that, when receiving from the first operator device fourth information indicating the operating status of the second operator device based on the first operator device's monitoring results for the second operator device, updates fifth information indicating the operating status of the second operator device.

[0008] Furthermore, in the processing program of the processing device of the present invention, the computer is configured to function as a first processing unit that, when first information indicating that an operator has logged on to the first operator device is received from the first operator device, sends second information indicating a second operator device that is to be monitored by the first operator device; a second processing unit that receives third information from the first operator device, indicating that the first operator device has received, from the second operator device, response information to the first information sent from the first operator device to the second operator device; and a third processing unit that, when fourth information indicating the operating status of the second operator device based on the monitoring results of the first operator device for the second operator device is received from the first operator device, updates fifth information indicating the operating status of the second operator device.

[0009] Furthermore, in a processing method of a processing device of the present invention, the processing method is a processing method of a processing device connected to a first operator device and a second operator device used by an operator, in which the processing device, when receiving from the first operator device first information indicating that the operator has logged on to the first operator device, executes a first processing step of transmitting to the first operator device second information indicating a second operator device to be monitored by the first operator device; a second processing step of receiving from the first operator device third information indicating that the first operator device has received from the second operator device response information to the first information transmitted from the first operator device to the second operator device; and a third processing step of updating fifth information indicating the operating status of the second operator device when receiving from the first operator device fourth information indicating the operating status of the second operator device based on the monitoring result of the first operator device for the second operator device by the first operator device.

[0010] Furthermore, the operator device of the present invention is provided with a fourth processing unit that transmits first information indicating that an operator has logged on to the operator device to the processing device and receives second information indicating a second operator device that is to be monitored by the operator device from the processing device, a fifth processing unit that transmits the first information to the second operator device and transmits third information to the processing device indicating that response information to the first information has been received from the second operator device, and a sixth processing unit that transmits fourth information to the processing device that indicates the operating status of the second operator device based on the monitoring results for the second operator device and is used to update fifth information indicating the operating status of the second operator device in the processing device.

[0011] Furthermore, in the processing program for the operator device of the present invention, the operator device is configured to function as a fourth processing unit that sends first information to the processing device indicating that an operator has logged on to the operator device and receives second information from the processing device indicating a second operator device that is to be monitored by the operator device, a fifth processing unit that sends the first information to the second operator device and sends third information to the processing device indicating that response information to the first information has been received from the second operator device, and a sixth processing unit that sends fourth information to the processing device that indicates the operating status of the second operator device based on the monitoring results for the second operator device and is used to update fifth information indicating the operating status of the second operator device in the processing device.

[0012] Furthermore, in the processing method for an operator device of the present invention, the method is for an operator device used by an operator and connected to a processing device and a second operator, in which the operator device executes a fourth processing step of transmitting first information indicating that the operator has logged on to the operator device to the processing device and receiving second information indicating a second operator device to be monitored by the operator device from the processing device, a fifth processing step of transmitting the first information to the second operator device and transmitting third information indicating that response information to the first information has been received from the second operator device to the processing device, and a sixth processing step of transmitting fourth information to the processing device that indicates the operating status of the second operator device based on the monitoring results for the second operator device and is used to update fifth information indicating the operating status of the second operator device in the processing device.

[0013] The present invention allows operator devices to monitor each other's alive status. [Effects of the Invention]

[0014] According to the present invention, operator devices can monitor each other's alive status. Thus, the present invention can realize a processing device, a processing program for a processing device, a processing method for a processing device, an operator device, a processing program for an operator device, and a processing method for an operator device, which are capable of performing alive status monitoring with a simple configuration. [Brief explanation of the drawings]

[0015] [Figure 1] FIG. 1 is a diagram illustrating the configuration of a contact center system. [Figure 2] FIG. 2 is a diagram illustrating a configuration of monitoring target data. [Figure 3] FIG. 10 is a diagram illustrating the configuration of a monitoring management table. [Figure 4] FIG. 10 is a diagram illustrating the configuration of a total monitoring management table. [Figure 5] FIG. 10 is a diagram showing the configuration of an apparatus monitoring management table. [Figure 6]FIG. 2 is a block diagram showing the functional configuration of a WFM. [Figure 7] FIG. 2 is a block diagram showing the functional configuration of an operator communication device. [Figure 8] 10 is a sequence chart showing a logon processing procedure (1). [Figure 9] 10 is a sequence chart showing a logon processing procedure (2). [Figure 10] 10 is a sequence chart showing a processing procedure at the time of logoff. [Figure 11] 10 is a sequence chart showing a call monitoring process procedure (1). [Figure 12] 10 is a sequence chart showing a call monitoring process procedure (2). [Figure 13] 10 is a sequence chart showing a call monitoring process procedure (3). [Figure 14] 10 is a sequence chart showing a processing procedure when a call is disconnected. DETAILED DESCRIPTION OF THE INVENTION

[0016] Hereinafter, modes for carrying out the invention (hereinafter referred to as embodiments) will be described with reference to the drawings.

[0017] [1. Contact center system configuration] As shown in Figure 1, a contact center system 1 comprises a contact center 2 of a company or the like and a customer communication device 4 operated by a customer. The contact center 2 employs a plurality of operators OP1, ..., OPx, ..., and OPn (hereinafter collectively referred to as operators OP), who respond to customers, i.e., communicate with the customers through chat (mutual exchange of text) or phone calls (conversations over telephone lines) (where x is any number between 2 and n). The contact center 2 is equipped with a contact center server 10, operator communication devices PC1, ..., PCx, ..., and PCn (hereinafter collectively referred to as operator communication devices PC), and a WFM 14.

[0018] [2. Contact Center Server Configuration] The contact center server 10 is communicatively connected to the WFM 14 and a plurality of operator communication devices PCs via a communication network 20. The contact center server 10 is also communicatively connected to one or a plurality of customer communication devices 4 via a public network 22. The communication network 20 is, for example, a LAN (Local Area Network) installed in the contact center 2. The public network 22 is, for example, an IP (Internet Protocol) network using protocols such as TCP / IP (Transmission Control Protocol / Internet Protocol) or a public telephone network that relays public telephone lines, and mainly performs processes such as connecting, disconnecting, and relaying voice calls.

[0019] The contact center server 10 is a server device that controls the operator communication device PC to execute processes related to the contact center services (i.e., customer support services) provided to customers and controls outgoing and incoming calls at the contact center 2. The contact center server 10 has a CPU (Central Processing Unit) (not shown), storage units such as ROM (Read Only Memory), RAM (Random Access Memory) and a hard disk, and a network interface, and performs various processes by reading predetermined programs from the ROM or the like using the CPU and executing them while using the RAM as a work area. The contact center server 10 has a function to correct the status of an operator communication device PC when it receives information about a faulty and non-operating operator communication device PC.

[0020] [3. WFM Configuration] The WFM 14 is communicably connected to the contact center server 10 and the operator communication device PC via the communication network 20, and is a server device that manages information about the working hours of the operators OP working at the contact center 2 and the operator communication device PCs they use, and manages the combinations of operator communication device PCs. The WFM 14 is controlled as a whole by the WFM control unit 15. The WFM control unit 15 has a CPU (not shown), storage units such as ROM, RAM, and a hard disk, and a network interface, and performs various processes by reading predetermined programs from the ROM or the like using the CPU and executing them while using the RAM as a work area.

[0021] The WFM14 has the following functions: extracting operator communication devices PCs to be used in each time period based on a pre-created personnel allocation plan, and generating combinations of operator communication devices PCs to monitor each other; transmitting monitored data 30 (FIG. 2) to the operator communication device PC, which is information about other operator communication devices PCs that an operator communication device PC is monitoring, and information about other operator communication devices PCs that monitor the operator communication device PC; receiving from the operator communication device PC a notification of the operator OP logging on to the operator communication device PC and a notification of the operator OP logging off from the operator communication device PC; and receiving from the operator communication device PC a notification that the operator communication device PC has started or finished monitoring the other operator communication devices PCs that are the monitored targets.

[0022] [3-1. About monitored data] 2 shows the monitoring target data 30 stored and managed by the WFM 14. The monitoring target data 30 includes multiple time-slot monitored data DTa, DTb, ... (hereinafter collectively referred to as time-slot monitored data DT). Each time-slot monitored data DT is data in which the monitoring relationships between operator communication devices PC are compiled for each shift time slot of an operator OP based on a staffing plan. The time-slot monitored data DT includes per-device monitored data DP1, ..., DPx, ... (hereinafter collectively referred to as per-device monitored data DP) for each operator communication device PC used by an operator OP performing work during a shift time slot. Each per-device monitored data DP includes monitored device information M and monitored device information T.

[0023] The time-slot-specific monitored data DTa and time-slot-specific monitored data DTb each store, for each operator communication device PC, the monitoring relationships between operator communication devices PC during, for example, a shift time slot of xx:xx to yy:yy on xxxx / xx / xx and a shift time slot of zz:zz to 00:00 on xxxx / xx / xx.

[0024] The monitored device information M of the device-specific monitored data DP1 stores a list of monitored devices (monitored PC1, monitored PC2 (not shown), ..., monitored PCx, ..., monitored PCn) that are operator communication devices PC other than the operator communication device PC1 and that are monitored by the operator communication device PC1. Here, the monitored PC1 stores, for example, information that allows external access to the operator communication device PC2 (not shown) (for example, an IP address or a host name that can be resolved by DNS (Domain Name Service)).

[0025] The monitored device information T of the device-specific monitoring target data DP1 stores a list of monitored devices (monitored PC1, monitored PC2 (not shown), ..., monitored PCx, ..., monitored PCn) that are operator communication devices PC other than the operator communication device PC1 and that monitor the operator communication device PC1. Here, the monitored PC1 stores, for example, the above-mentioned information that can be accessed from outside the operator communication device PC2.

[0026] On the other hand, the monitored device information M of the device-specific monitored data DPx stores a list of monitored devices (monitored PC1, monitored PC2 (not shown), ..., monitored PCx, ..., monitored PCn) that are operator communication devices PC other than the operator communication device PCx and that are monitored by the operator communication device PCx. Here, the monitored PC1 stores, for example, the above-mentioned information that can be accessed from outside the operator communication device PC1.

[0027] The monitored device information T of the device-specific monitoring data DPx stores a list of monitored devices (monitored PC1, monitored PC2 (not shown), ..., monitored PCx, ..., monitored PCn) that are operator communication devices PC other than the operator communication device PCx and that monitor the operator communication device PCx. Here, the monitored PC1 stores, for example, the above-mentioned information that can be accessed from outside the operator communication device PC1.

[0028] [3-2. Monitoring Management Table] 3 shows the monitoring management table 32 stored and managed by the WFM 14. The monitoring management table 32 is a table that manages the status of other operator communication devices PCs (i.e., monitored devices) monitored by an operator communication device PC for each operator communication device PC, and has per-operator communication device monitoring management data DC1, ..., DCx (hereinafter collectively referred to as per-operator communication device monitoring management data DC).

[0029] Each operator communication device monitoring management data DC stores a management status (monitored target PC1 status, monitored target PC2 status (not shown), ..., monitored target PCx status, ..., monitored target PCn status) which is the current status of each operator communication device PC monitored by the corresponding operator communication device PC. For example, the operator communication device monitoring management data DC1 stores the management status of each operator communication device PC monitored by the operator communication device PC1 (i.e., the monitored devices described in the monitored target device information M of the monitored target data DP1 for each device in the time period monitored target data DTa of the monitored target data 30 (FIG. 2), for example). Here, the monitored target PC1 status stores the management status of the monitored target PC1 (FIG. 2) in the monitored target data DP1 for each device, and the monitored target PCx status stores the management status of the monitored target PCx (FIG. 2).

[0030] On the other hand, for example, the monitoring management data DCx for each operator communication device stores the management status of each operator communication device PC monitored by the operator communication device PCx (i.e., the monitored device described in the monitored device information M of the monitored device data DPx for each device in the monitored device data DTa for each time period in the monitored data 30 (FIG. 2)). Here, the monitored PC1 status stores the management status of the monitored PC1 (FIG. 2) in the monitored device data DPx for each device, and the monitored PCx status stores the management status of the monitored PCx (FIG. 2). The management status in the monitoring management table 32 is set to any one of the initial status, which is the status before logging on, the logged-on status, and the no-response status.

[0031] For example, when WFM14 receives information from an operator communication device PCx indicating the management status of a monitored device (e.g., an operator communication device PC1 that is a monitored PC1) that is the target of monitoring by the operator communication device PCx, it updates the monitored PC1 status, which is the management status of the monitored device in the operator communication device PCx in the monitoring management table 32 (i.e., the management status of the monitored PC1 (operator communication device PC1)), according to the received information.

[0032] Here, for example, it is assumed that the state of the monitored PC1 in the monitoring management data DC1 for each operator communication device and the state of the monitored PC2 (not shown) in the monitoring management data DCx for each operator communication device both store the management state of the operator communication device PC2. In this case, the state of the monitored PC1 in the monitoring management data DC1 for each operator communication device and the state of the monitored PC2 in the monitoring management data DCx for each operator communication device may be different management states. For example, it is assumed that the state of the monitored PC1 in the monitoring management data DC1 for each operator communication device is the logged-on state, and the state of the monitored PC2 in the monitoring management data DCx for each operator communication device is the no-response state.

[0033] In such a case, WFM14 checks the state of the monitored PC1 in the monitoring management data DC1 for each operator communication device and the state of the monitored PC2 in the monitoring management data DCx for each operator communication device, and if either one is in the logged-on state, it determines that the management state of the operator communication device PC2 is in the logged-on state, not the no-response state. This is because the cause of the no-response state of the monitored PC2 state in the monitoring management data DCx for each operator communication device may not only be a failure in the operator communication device PC2, but also a communication failure due to the network or the like between the operator communication device monitoring management data DCx and the operator communication device PC2.

[0034] For this reason, for example, if the state of the monitored PC1 in the monitoring management data DC1 for each operator communication device (the management state of the operator communication device PC2) differs from the state of the monitored PC2 in the monitoring management data DCx for each operator communication device (the management state of the operator communication device PC2), WFM14 checks the management state of the operator communication device PC2 in all of the monitoring management data DC for each operator communication device, and if it finds that the management state of even one operator communication device PC2 is a logged-on state, it determines that the operator communication device PC2 is not in an unresponsive state but in a logged-on state.

[0035] [3-3. About the All Monitoring Management Table] 4 shows the total monitoring management table 34 stored and managed by the WFM 14. The total monitoring management table 34 is a table that manages the management status of all operator communication devices PC (operator communication devices PC1, ..., PCx, ... and PCn) in the contact center 2. The management status in the total monitoring management table 34 is set to either the logged-on state or the logged-off state.

[0036] [4. Configuration of operator communication equipment] The operator communication device PC (FIG. 1) is an example of an operator terminal that is logged on and operated by an operator OP, and is communicatively connected to the contact center server 10 and WFM 14 via a communication network 20, providing the operator OP with communications with customers connected via the contact center server 10. This operator communication device PC is, for example, a computer device with voice communication capabilities, or a combination of a telephone and a computer device. The operator communication device PC is controlled as a whole by an operator communication device control unit 12. This operator communication device control unit 12 has a CPU (not shown), storage units such as ROM, RAM, and a hard disk, and a network interface, and performs various processes by reading predetermined programs from the ROM or the like using the CPU and executing them while using the RAM as a work area.

[0037] The operator communication device PC also has a function to respond to customer inquiries (for example, a telephone function) and a function to communicate with the contact center server 10 via the communication network 20 and use applications provided by the contact center server 10. The operator communication device PC also has a function to receive monitoring target data 30 (FIG. 2) from the WFM 14, a function to notify the WFM 14 of the operator OP's logon and logoff to the operator communication device PC, a function to inquire about the status of the monitored device and receive the result, a function to receive an inquiry from the monitored device and respond with the status of the operator communication device PC itself, and a function to notify the contact center server 10 and WFM 14 of changes in the status of the monitored device.

[0038] The operator communication device PC starts monitoring the monitored device when the operator OP logs on, and stops monitoring the monitored device when the operator OP logs off. In other words, the operator communication device PC monitors the monitored device while it is logged on.

[0039] [4-1. About the device monitoring management table] 5 shows the per-device monitoring management table 31 stored and managed by each operator communication device PC. The per-device monitoring management table 31 is a table that manages the status of other operator communication devices PCs (i.e., monitored devices) monitored by a certain operator communication device PC for each operator communication device PC.

[0040] The per-device monitoring management table 31 stores the management status (monitored PC1 status, monitored PC2 status (not shown), ..., monitored PCx status, ..., monitored PCn status) which is the current status of the monitored device. Here, the monitored PC1 status in the per-device monitoring management table 31 stored in the operator communication device PCx stores the management status of the monitored PC1 (FIG. 2) of the per-device monitored data DPx in the time-slot monitored data DTa of the monitored data 30 (FIG. 2). The management status of the monitored device in the per-device monitoring management table 31 is set to any one of the logged-on status, logged-off status, busy status, and no-answer status.

[0041] For example, when the operator communication device PCx receives information indicating the management status of a monitored device (e.g., the operator communication device PC1 which is the monitored PC1) from the monitored device, it updates the monitored PC1 status, which is the management status of the monitored device in the device-by-device monitoring management table 31 (i.e., the management status of the monitored PC1 (operator communication device PC1)), according to the received information.

[0042] Also, for example, the operator communication device PCx sends a status confirmation to the monitored device to confirm the status of the monitored device that is in a busy state, and if it does not receive a status confirmation response from the monitored device that is a response to the status confirmation, it updates the management status of the monitored device in the device-by-device monitoring management table 31 from a busy state to a no-response state.

[0043] [5. Configuration of Customer Communication Device] The customer communication device 4 (FIG. 1) is a voice communication device used by a customer, connected to the contact center server 10 via the public network 22, and used to utilize the contact center services provided by the contact center server 10. The customer communication device 4 may be, for example, a fixed-line telephone terminal, a mobile phone terminal, a personal computer or tablet terminal with voice communication software installed and connected to a voice input / output device (a microphone, speaker, or headset).

[0044] [6.Logon Processing] Next, a description will be given of the log-on processing procedure RT1 shown in Figures 8 and 9 in which an operator OP logs on to an operator communication device PC in the contact center system 1. In the following, the description will be made assuming that an operator OP1 logs on to an operator communication device PC1 and an operator OPx logs on to an operator communication device PCx to perform work during a predetermined shift time period (for example, time period monitoring data DTa) managed by the time period monitoring data DT.

[0045] When an operator OPx logs on to the operator communication device PCx based on an operation of the operator OPx on the operator communication device PCx, in step SP1, the operator communication device control unit 12 of the operator communication device PCx sends a log-on notification to the WFM 14 indicating that the operator OPx has logged on to the operator communication device PCx.

[0046] When a log-on notification is received from an operator communication device PCx, in step SP2 the WFM control unit 15 of the WFM 14 updates the management status of the operator communication device PCx that sent the log-on notification in the overall monitoring management table 34 from logged-off status to logged-on status, and proceeds to step SP3. In step SP3, the WFM control unit 15 transmits to the operator communication device PCx, in response to the operator communication device PCx that sent the log-on notification, per-device monitoring target data DPx ( FIG. 2 ) that stores monitored device information M and monitored device information T for that operator communication device PCx.

[0047] On the other hand, when operator OP1 logs on to operator communication device PC1 based on operator OP1's operation on operator communication device PC1, in step SP4, operator communication device control unit 12 of operator communication device PC1 sends a log-on notification to WFM14 indicating that operator OP1 has logged on to operator communication device PC1.

[0048] Upon receiving the logon notification from the operator communication device PC1, in step SP5 the WFM control unit 15 of the WFM 14 updates the management status of the operator communication device PC1 that sent the logon notification in the overall monitoring management table 34 from logged-off status to logged-on status, and proceeds to step SP6. In step SP6, the WFM control unit 15 transmits to the operator communication device PC1, in response to the operator communication device PC1 that sent the logon notification, per-device monitoring target data DP1 ( FIG. 2 ) that stores monitored device information M and monitored device information T for that operator communication device PC1. Note that the order of steps SP1, SP2, and SP3 and steps SP4, SP5, and SP6 may be reversed.

[0049] When the per-device monitored data DPx is received from the WFM14, in step SP7 the operator communication device control unit 12 of the operator communication device PCx operates as a monitoring target, with the monitored PC1 to PCn being the monitored device described in the monitored device information M of the per-device monitored data DPx, as the monitored device, and thereafter operates as being monitored by the monitored PC1 to PCn being the monitored device described in the monitored device information T of the per-device monitored data DPx.

[0050] In addition, the operator communication device control unit 12 of the operator communication device PCx sends a log-on notification indicating that the operator OPx has logged on to the operator communication device PCx to all monitored devices listed in the device-specific monitored device data DPx, and proceeds to step SP10 (Figure 9).

[0051] When the operator communication device PC1 receives a log-on notification from an operator communication device PCx, this operator communication device PCx is one of the monitored devices listed in the per-device monitoring target data DP1 (FIG. 2), in step SP8 the operator communication device control unit 12 of the operator communication device PC1 records that it has received the log-on notification from the operator communication device PCx, which is a monitored device, and proceeds to step SP9. In step SP9, in response to the operator communication device PCx, which is a monitored device that has transmitted the log-on notification, the operator communication device control unit 12 of the operator communication device PC1 transmits a log-on notification response, which is a response indicating that the log-on notification has been received, to the operator communication device PCx, which is a monitored device.

[0052] In step SP10 (FIG. 11), the operator communication device control unit 12 of the operator communication device PCx determines whether a logon notification response has been received from the monitored device. If a positive result is obtained here, this indicates that the monitored device that sent the logon notification response is currently logged on, and the operator communication device control unit 12 of the operator communication device PCx proceeds to step SP11. In step SP11, the operator communication device control unit 12 of the operator communication device PCx transmits response-confirmed monitored device information indicating the response-confirmed monitored device, which is the monitored device that sent the logon notification response, to the WFM 14, and proceeds to step SP12. On the other hand, if a negative result is obtained in step SP10, the operator communication device control unit 12 of the operator communication device PCx skips step SP11 and proceeds to step SP12.

[0053] In step SP12, the operator communication device PCx determines whether it has received logon notification responses from all monitored devices listed in the per-device monitored device data DPx. If a positive result is obtained, this indicates that all operator communication devices PC monitored by the operator communication device PCx are currently logged on, and the operator communication device PCx terminates the logon processing procedure RT1. On the other hand, if a negative result is obtained in step SP12, the operator communication device PCx returns to step SP10 and repeats the above-described processing until it has received logon notification responses from all monitored devices or until a predetermined time has elapsed since step SP7 (FIG. 8).

[0054] When the response-confirmed monitored device information is received from the operator communication device PCx, in step SP13 (FIG. 9), the WFM control unit 15 of the WFM14 updates the management status of the monitored device indicated by the response-confirmed monitored device information from the initial status to the logged-on status in the monitoring management data DCx (FIG. 3) for each operator communication device in the monitoring management table 32, which stores the management status of the operator communication device PC monitored by the operator communication device PCx that sent the response-confirmed monitored device information.

[0055] The above has described a case where an operator communication device PCx logged on by an operator OPx transmits a logon notification to a device monitored by the operator communication device PCx. In addition to this, for example, an operator communication device PC1 logged on by an operator OP1 transmits a logon notification to a device monitored by the operator communication device PC1. Logon notifications are transmitted from all logged-on operator communication devices PC to the device monitored by the operator communication device PC, and the above-mentioned processing is performed.

[0056] [7. Logoff Processing] Next, a log-off processing procedure RT2 shown in Fig. 10 will be described, in which an operator OP logs off from an operator communication device PC in the contact center system 1. The following describes a case in which an operator OPx logs off from an operator communication device PCx while an operator OP1 remains logged on to the operator communication device PC1.

[0057] When the operator OPx logs off from the operator communication device PCx based on the operation of the operator OPx on the operator communication device PCx, in step SP21 the operator communication device control unit 12 of the operator communication device PCx sends a logoff notification to the WFM 14 indicating that the operator OPx has logged off from the operator communication device PCx, and then proceeds to step SP23.

[0058] When a logoff notification is received from the operator communication device PCx, in step SP22, the WFM control unit 15 of the WFM 14 updates the management status of the operator communication device PCx that sent the logoff notification in the overall monitoring management table 34 (Figure 4) from logged-on status to logged-off status.

[0059] In step SP23, the operator communication device control unit 12 of the operator communication device PCx transmits a logoff notification indicating that the operator OPx has logged off from the operator communication device PCx to one of the response-confirmed monitoring target devices, and then proceeds to step SP24.

[0060] In step SP24, the operator communication device control unit 12 of the operator communication device PCx determines whether or not a logoff notification has been sent to all response-confirmed monitored devices. If a positive result is obtained, the operator communication device control unit 12 of the operator communication device PCx terminates the logoff processing procedure RT2. On the other hand, if a negative result is obtained in step SP24, the operator communication device control unit 12 of the operator communication device PCx returns to step SP23 and either sends a logoff notification to all response-confirmed monitored devices or repeats the above-described processing until a predetermined time has elapsed since step SP23.

[0061] When the operator communication device PC1 receives a logoff notification from an operator communication device PCx, this operator communication device PCx is one of the monitored devices listed in the per-device monitoring target data DP1 (FIG. 2), in step SP25 the operator communication device control unit 12 of the operator communication device PC1 records that the logoff notification has been received from the operator communication device PCx, which is a monitored device, and proceeds to step SP26. In step SP26, in response to the operator communication device PCx, which is a monitored device that has transmitted the logoff notification, the operator communication device control unit 12 of the operator communication device PC1 transmits a logoff notification response, which is a response indicating that the logoff notification has been received, to the operator communication device PCx, which is a monitored device.

[0062] [8. Call monitoring process] Next, the call monitoring process in the contact center system 1, which monitors whether a failure has occurred in the operator communication device PC while the operator OP is talking to a customer, will be explained using the call monitoring process procedure RT3 shown in Figures 11, 12, and 13.

[0063] In step SP31, the customer communication device 4 notifies the contact center server 10 of an incoming call based on the operation of the customer making a call to the contact center 2. Upon receiving the incoming call from the customer communication device 4, the contact center server 10 terminates the outgoing call at the operator communication device PC (i.e., notifies the contact center 2 of the incoming call) in accordance with the settings in the contact center 2. Here, it is assumed that the customer's call is assigned to the operator OP1 of the operator communication device PC1. In step SP32, the operator communication device control unit 12 of the operator communication device PC1 answers the incoming call and initiates a call with the customer communication device 4, and then proceeds to step SP33.

[0064] Here, in the logon processing procedure RT1 (FIG. 8), it is assumed that the operator communication device PC1 returns a logon notification response to the logon notification sent from the operator communication device PCx that monitors the operator communication device PC1. In other words, since the operator communication device PCx is a monitored device of the operator communication device PC1 and has returned a logon notification response from the operator communication device PC1, the operator communication device PC1 becomes a response-confirmed monitored device for the operator communication device PCx.

[0065] In step SP33, the operator communication device control unit 12 of the operator communication device PC1 sends a call start notification indicating that the operator OP1 has started a call with a customer to one of the operator communication devices PC (also called the response-confirmed monitored devices of the operator communication device PC1) that treat the operator communication device PC1 as a response-confirmed monitored device, and proceeds to step SP34.

[0066] In step SP34, the operator communication device control unit 12 of the operator communication device PC1 determines whether or not the call start notification has been sent to all operator communication devices PC that treat the operator communication device PC1 as a response-confirmed monitored device (i.e., all response-confirmed monitored devices). If a positive result is obtained here, the operator communication device control unit 12 of the operator communication device PC1 ends the call monitoring processing procedure RT3. On the other hand, if a negative result is obtained in step SP34, the operator communication device control unit 12 of the operator communication device PC1 returns to step SP33 and repeats the above-mentioned processing until the call start notification has been sent to all response-confirmed monitored devices.

[0067] When the operator communication device PCx receives a call start notification from the operator communication device PC1, this operator communication device PC1 is one of the monitored devices listed in the per-device monitored data DPx (Figure 2), and in step SP35 the operator communication device control unit 12 of the operator communication device PCx updates the monitored PC1 status of the operator communication device PC1, which indicates the management status of the monitored device indicated by the call start notification, in the per-device monitoring management table 31 (Figure 5), from logged-on status to on-call status, and proceeds to step SP36.

[0068] In step SP36, the operator communication device control unit 12 of the operator communication device PCx sends a status confirmation to the operator communication device PC1, which is the monitored device, to confirm the status of the monitored device whose management status in the device-by-device monitoring management table 31 (FIG. 5) is in busy state, and proceeds to step SP37 (FIG. 12). For example, when the operator communication device PC1 receives the status confirmation from the operator communication device PCx, it sends a status confirmation response to the operator communication device PCx, which is a response to the status confirmation and indicates the current status of the operator communication device PC1, which is in busy state or call ended state.

[0069] In step SP37 (FIG. 12), the operator communication device control unit 12 of the operator communication device PCx determines whether a status confirmation response has been received from the operator communication device PC1, which is the device to be monitored. If a positive result is obtained here, this means that no failure is currently occurring in the operator communication device PC1, and the operator communication device control unit 12 of the operator communication device PC1 then proceeds to step SP38.

[0070] In step SP38, the operator communication device control unit 12 of the operator communication device PCx determines whether the current state of the operator communication device PC1 indicated by the state confirmation response is a busy state or a call ended state. If it is in the call ended state, this indicates that the call has ended in the operator communication device PC1, and the operator communication device control unit 12 of the operator communication device PCx then proceeds to step SP39. On the other hand, if it is in the busy state, this indicates that the operator communication device PC1 is still in the call, and the operator communication device control unit 12 of the operator communication device PCx then returns to step SP36 (FIG. 11) and repeats the above-mentioned process at preset time intervals in accordance with the operation policy, such as the service level, of the contact center 2 until the state of the operator communication device PC1 changes from the busy state to the call ended state.

[0071] In step SP39 (FIG. 12), the operator communication device control unit 12 of the operator communication device PCx updates the monitored PC1 status of the operator communication device PC1, which indicates the management status of the monitored device indicated by the call end status in the device-by-device monitoring management table 31 (FIG. 5), from the in-call status to the logged-on status, and proceeds to step SP40.

[0072] In step SP40, the operator communication device control unit 12 of the operator communication device PCx determines whether or not there is a monitored device whose management status is in an in-call state in the device-by-device monitoring management table 31 (FIG. 5). If a positive result is obtained here, this indicates that there is no monitored device currently in a call, and in this case the operator communication device control unit 12 of the operator communication device PCx ends the in-call monitoring processing procedure RT3. On the other hand, if a negative result is obtained in step SP40, this indicates that there is still a monitored device that is in a call, and in this case the operator communication device control unit 12 of the operator communication device PCx returns to step SP36 (FIG. 11) and repeats the above-mentioned processing until there are no monitored devices currently in a call.

[0073] On the other hand, if a negative result is obtained in step SP37 (FIG. 12), this indicates that a failure is currently occurring in the operator communication device PC1, and in this case the operator communication device control unit 12 of the operator communication device PCx proceeds to step SP41 (FIG. 13). In step SP41, the operator communication device control unit 12 of the operator communication device PCx updates the management status of the monitored device that has not transmitted a status confirmation response in the device-by-device monitoring management table 31 (FIG. 5) from busy to no-response, and proceeds to step SP42. In step SP42, the operator communication device control unit 12 of the operator communication device PCx transmits a no-response notification indicating the monitored device that has not responded to the contact center server 10 and WFM 14, and proceeds to step SP42 (FIG. 12).

[0074] When the contact center server 10 receives the no-answer notification from the operator communication device PCx, in step SP43, it cancels the busy state of the operator communication device PC (operator communication device PC1) indicated by the no-answer notification, releases resources, etc., and adjusts the call processing status to the actual situation.

[0075] On the other hand, when the WFM control unit 15 of WFM14 receives the no-response notification from the operator communication device PCx, in step SP44, it updates the monitored PC1 status, which indicates the management status of the monitored device indicated by the no-response notification, in the monitoring management data DCx for each operator communication device in the monitoring management table 32 (Figure 5), from the logged-on state to the no-response state, and records that a call failure has occurred in the monitored device.

[0076] [9. Call disconnection processing] Next, the call disconnection processing when the call between the operator OP1 and the customer ends in the contact center system 1 will be described using the call disconnection processing procedure RT4 shown in Fig. 14. When the call between the operator OP1 and the customer ends, in step SP51 the customer communication device 4 disconnects the call with the contact center server 10 based on the customer's operation to end the call with the contact center 2. Upon receiving the call disconnection request from the customer communication device 4, the contact center server 10 disconnects the call between the operator communication device PC1 and the customer communication device 4 in accordance with the settings in the contact center 2.

[0077] In step SP52, the operator communication device control section 12 of the operator communication device PC1 transmits a call end notification indicating that the call between the operator OP1 and the customer has ended to one of the confirmed response monitored devices, and then proceeds to step SP53.

[0078] In step SP53, the operator communication device control unit 12 of the operator communication device PC1 determines whether or not a call end notification has been sent to all of the monitored devices for which response has been confirmed. If a positive result is obtained, the operator communication device control unit 12 of the operator communication device PC1 terminates the call disconnection processing procedure RT4. On the other hand, if a negative result is obtained in step SP53, the operator communication device control unit 12 of the operator communication device PC1 returns to step SP52 and either sends a call end notification to all of the monitored devices for which response has been confirmed, or repeats the above-mentioned processing until a predetermined time has elapsed since step SP52.

[0079] When the operator communication device PCx receives a call end notification from the operator communication device PC1, this operator communication device PC1 is one of the monitored devices listed in the per-device monitored data DPx (Figure 2), and in step SP54 the operator communication device control unit 12 of the operator communication device PCx updates the monitored PC1 status of the operator communication device PC1, which indicates the management status of the monitored device indicated by the call end notification, from an in-call status to a logged-on status in the per-device monitoring management table 31 (Figure 5).

[0080] [10. WFM Functional Configuration] Here, the basic functions related to the log-on process and the call monitoring process in the WFM 14 are shown in a functional block diagram in FIG.

[0081] The first processing unit 40 corresponds to, for example, the WFM control unit 15 (Figure 1), and when it receives a log-on notification from the operator communication device PCx indicating that an operator OPx has logged on to the operator communication device PCx, it transmits to the operator communication device PCx device-specific monitored data DPx (Figure 2) containing information about the operator communication device PC1 that the operator communication device PCx is monitoring.

[0082] The second processing unit 42 corresponds to, for example, the WFM control unit 15 (Figure 1), and receives response-confirmed monitored device information from the operator communication device PCx, which indicates that the operator communication device PCx has received, from the operator communication device PC1, a logon notification response to the logon notification sent from the operator communication device PCx to the operator communication device PC1.

[0083] The third processing unit 44 corresponds to, for example, the WFM control unit 15 (FIG. 1), and when it receives a no-response notification from the operator communication device PCx indicating the operating status of the operator communication device PC1 based on the monitoring results of the operator communication device PCx for the operator communication device PC1, it updates the management status of the operator communication device PC1 in the monitoring management data DCx for each operator communication device in the monitoring management table 32 (FIG. 3) indicating the operating status of the operator communication device PC1 to indicate that the operator communication device PC1 is in a no-response state and that a failure has occurred.

[0084] [11. Functional configuration of operator communication device] Here, the basic functions related to the log-on process and the call monitoring process in the operator communication device PCx are shown in a functional block diagram in FIG.

[0085] The fourth processing unit 50 corresponds, for example, to the operator communication device control unit 12 (Figure 1), and sends a logon notification to WFM14 indicating that an operator OPx has logged on to the operator communication device PCx, and receives from WFM14 per-device monitored target data DPx (Figure 2) indicating the operator communication device PC1 that is the monitoring target of the operator communication device PCx.

[0086] The fifth processing unit 52 corresponds to, for example, the operator communication device control unit 12 (Figure 1), and transmits a logon notification to the operator communication device PC1 and transmits response-confirmed monitored device information to the WFM14 indicating that a logon notification response to the logon notification has been received from the operator communication device PC1.

[0087] The sixth processing unit 54 corresponds to, for example, the operator communication device control unit 12 (FIG. 1), and transmits a no-response notification indicating the operation status of the operator communication device PC1 based on the monitoring results of the operator communication device PC1 to the WFM 14. The no-response notification is used in the WFM 14 to update the management status of the operator communication device PC1 in the monitoring management data DCx for each operator communication device in the monitoring management table 32 (FIG. 3) indicating the operation status of the operator communication device PC1.

[0088] [12. Effects, etc.] In the above configuration, when the WFM14 receives a log-on notification from the operator communication device PCx indicating that the operator OPx has logged on to the operator communication device PCx, it transmits to the operator communication device PCx the per-device monitoring target data DPx (FIG. 2) indicating the operator communication device PC1 that the operator communication device PCx is monitoring. Therefore, the WFM14 can notify the operator communication device PCx that is now logged on of the monitoring target device that the operator communication device PCx is monitoring.

[0089] When the per-device monitoring target data DPx is received from WFM 14, the operator communication device PCx transmits a log-on notification to the operator communication device PC1, which is the monitored device described in the per-device monitoring target data DPx, and transmits response-confirmed monitored device information indicating that a log-on notification response has been returned from the operator communication device PC1 to WFM 14. This allows the operator communication device PCx to notify WFM 14 that the operator communication device PC1, which is the monitored device, is currently in a logged-on state.

[0090] Next, the operator communication device PC1 sends a call start notification indicating that the operator OP1 has started a call with the customer to the operator communication device PCx, which is an operator communication device PC (a response-confirmed monitored device of the operator communication device PC1) that treats the operator communication device PC1 as a response-confirmed monitored device.

[0091] Upon receiving the call start notification from the operator communication device PC1, the operator communication device PCx updates the monitored PC1 status of the operator communication device PC1, which indicates the management status of the monitored device indicated by the call start notification, from logged-on status to busy status in the device-by-device monitoring management table 31 (FIG. 5). Next, the operator communication device PCx transmits status confirmation as sixth information to the operator communication device PC1, which is the monitored device, for confirming the status of the monitored device whose management status in the device-by-device monitoring management table 31 (FIG. 5) is busy status. Next, if the operator communication device PCx does not receive a status confirmation response from the operator communication device PC1, it determines that a failure is currently occurring in the operator communication device PC1, and updates the management status of the operator communication device PC1, which has not transmitted the status confirmation response, from busy status to no-response status in the device-by-device monitoring management table 31 (FIG. 5). Next, the operator communication device PCx transmits a no-response notification, which indicates that there is no response from the operator communication device PC1, which is the monitored device, to the contact center server 10 and the WFM 14.

[0092] When the no-response notification is received from the operator communication device PCx, the WFM14 updates the monitored PC1 status, which indicates the management status of the monitored device indicated by the no-response notification, in the monitoring management data DCx for each operator communication device in the monitoring management table 32 (Figure 5), from logged-on status to no-response status, and records that a call failure has occurred in the monitored device.

[0093] Here, the larger the contact center 2, the more likely it is that a WFM (Workforce Management) system with a WFM 14 will be introduced to optimize staffing to achieve a certain level of service, and a deployment plan for operators OP to work in each time period will be created. Such a WFM 14 can include information about the operator communication devices PCs used by the operators OP, such as the monitoring management table 32 (Figure 3).

[0094] Furthermore, although the operator communication device PCs at Contact Center 2 run applications necessary for calls and business operations, their use is limited and the resources of the operator communication device PCs are not constantly being overused. For this reason, in Contact Center 2, from a resource perspective, the operator communication device PCs can monitor each other at relatively short intervals.

[0095] Therefore, Contact Center 2 monitors the health of each operator's communication device PC, and creates monitoring combinations according to business plans using WFM14, which can centrally manage operator's communication device PCs. This means that Contact Center 2 can monitor the health of its operator's communication device PCs without having to install a high-performance, expensive dedicated health monitoring server.

[0096] According to the above configuration, when the WFM14 receives a logon notification as first information from the operator communication device PCx, which is the first operator device, indicating that the operator OPx has logged on to the operator communication device PCx (FIG. 8), for example, in step SP3 of the logon processing procedure RT1 (FIG. 8), the first processing unit 40 transmits to the operator communication device PCx the per-device monitoring target data DPx (FIG. 2) as second information indicating the operator communication device PC1, which is the second operator device to be monitored by the operator communication device PCx; and when the WFM14 receives a logon notification as response information to the logon notification transmitted from the operator communication device PCx to the operator communication device PC1 (FIG. 9), the first processing unit 40 transmits to the operator communication device PCx the per-device monitoring target data DPx (FIG. 2) as second information indicating the operator communication device PC1, which is the second operator device to be monitored by the operator communication device PCx, as response information to the logon notification transmitted from the operator communication device PCx to the operator communication device PC1 (FIG. 9), A second processing unit 42 receives response confirmed monitored device information from the operator communication device PCx as third information indicating that the operator communication device PCx has received a response from the operator communication device PC1, and a third processing unit 44 updates the management status of the operator communication device PC1 in the monitoring management data DCx for each operator communication device in the monitoring management table 32 (FIG. 3) as fifth information indicating the operation status of the operator communication device PC1 when a no-response notification is received from the operator communication device PCx as fourth information indicating the operation status of the operator communication device PC1 based on the monitoring results of the operator communication device PCx for the operator communication device PC1 in step SP44 of the call monitoring processing procedure RT3 (FIG. 13).

[0097] Furthermore, according to the above configuration, the operator communication device PCx as an operator device, for example, in step SP1 of the logon processing procedure RT1 (FIG. 8), transmits a logon notification as first information indicating that the operator OPx has logged on to the operator communication device PCx to the WFM14 as a processing device, and in step SP3 of the logon processing procedure RT1 (FIG. 8), receives from the WFM14 the per-device monitoring target data DPx as second information indicating the operator communication device PC1 as the second operator device to be monitored by the operator communication device PCx; and in step SP7 of the logon processing procedure RT1 (FIG. 8), transmits the logon notification to the operator communication device PC1, and in step SP8 of the logon processing procedure RT1 (FIG. 9), receives from the WFM14 the per-device monitoring target data DPx as second information indicating the operator communication device PC1 as the second operator device to be monitored by the operator communication device PCx. In step SP11, a fifth processing unit 52 is provided which transmits to WFM14 response-confirmed monitored device information as third information indicating that a logon notification response as response information to the logon notification has been received from the operator communication device PC1, and in step SP42 of the call monitoring processing procedure RT3 (FIG. 13), a sixth processing unit 54 is provided which transmits to WFM14 a no-response notification as fourth information which indicates the operating status of the operator communication device PC1 based on the monitoring results for the operator communication device PC1 and which is used in WFM14 to update the management status of the operator communication device PC1 in the monitoring management data DCx for each operator communication device in the monitoring management table 32 (FIG. 3) as fifth information indicating the operating status of the operator communication device PC1.

[0098] Thus, the contact center 2 can monitor the status of each operator communication device PC.

[0099] 13. Other Embodiments In the above-described embodiment, the monitoring target data 30 (FIG. 2) has been described as a case in which the number of monitoring target devices in the monitoring target device information M is the same as the number of monitored target devices in the monitored device information T. The present invention is not limited to this, and the monitoring target data 30 (FIG. 2) may have the number of monitoring target devices in the monitoring target device information M different from the number of monitored target devices in the monitored device information T. Furthermore, the operator communication device PC may select a predetermined number of monitoring target devices from the monitoring target device information M in the monitoring target data 30 (FIG. 2), and select a predetermined number of monitored target devices from the monitored device information T.

[0100] In the above-described embodiment, the operator communication device PCx waits in step SP12 of the logon processing procedure RT1 (FIG. 9) until it receives logon notification responses from all monitored devices listed in the per-device monitoring target data DPx. However, the present invention is not limited to this. If the operator communication device PCx receives logon notification responses from a predetermined number or more of monitored devices listed in the per-device monitoring target data DPx, it may skip step SP12 and end the logon processing procedure RT1.

[0101] Furthermore, in the above-described embodiment, in step SP26 of the logoff processing procedure RT2 (FIG. 10), the operator communication device PC1 transmits a logoff notification response to the operator communication device PCx, which is a monitored device that has transmitted the logoff notification. The present invention is not limited to this. Step SP26 may be omitted, and the operator communication device PC1 may not transmit a logoff notification response to the operator communication device PCx. In this case, it is sufficient that the operator communication device PCx has completed transmitting logoff notifications to all response-confirmed monitored devices in step SP24.

[0102] Furthermore, in the above-described embodiment, the WFM 14 and the contact center server 10 are provided separately. However, the present invention is not limited to this, and the WFM 14 and at least a portion of the contact center server 10 may be integrated into one device by providing at least a portion of the functions of the contact center server 10 to the WFM 14.

[0103] Furthermore, in the above-described embodiment, the present invention has been described as being applied to a contact center system 1 in which operators OP respond to customers via telephone. However, the present invention is not limited to this, and may also be applied to a contact center system in which operators OP respond to customers via fax, email, chat, etc. In this case, the control unit of the contact center server 10 may be configured to support an application that can use fax, email, chat, etc., and the control unit may distribute responses to faxes, emails, chats, etc. from customer communication devices to an appropriate operator OP depending on the operator OP's work status.

[0104] 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 may 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 WFM 14, which is a specific example of a processing device and a computer. However, the present invention is not limited to this, and may be applied to processing devices and computers with configurations different from those of the WFM 14. For example, the present invention may be applied to a processing device in which part or all of the WFM control unit 15 is implemented in hardware rather than software. Furthermore, in the above-described embodiment, the present invention has been described as being applied to an operator communication device PCx, which is a specific example of an operator device. However, the present invention is not limited to this, and may be applied to an operator device with a configuration different from that of the operator communication device PCx. For example, the present invention may be applied to a processing device in which part or all of the operator communication device control unit 12 is implemented in hardware rather than software.

[0105] 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.

[0106] Furthermore, in the above-described embodiment, for example, the WFM 14 as a processing device is configured by the first processing unit 40 as the first processing unit, the second processing unit 42 as the second processing unit, and the third processing unit 44 as the third processing unit. However, the present invention is not limited to this, and the processing device may be configured by the first processing unit, the second processing unit, and the third processing unit having various other configurations.

[0107] Furthermore, in the above-described embodiment, for example, the case where the operator communication device PCx as an operator device is configured by the fourth processing unit 50 as the fourth processing unit, the fifth processing unit 52 as the fifth processing unit, and the sixth processing unit 54 as the sixth processing unit has been described. However, the present invention is not limited to this, and the operator device may be configured by the fourth processing unit, the fifth processing unit, and the sixth processing unit having various other configurations. [Industrial Applicability]

[0108] The present invention can be widely used in customer support systems such as contact center systems. [Explanation of symbols]

[0109] 1...contact center system, 2...contact center, 4...customer communication equipment, 10...contact center server, PC...operator communication equipment, 12...operator communication equipment control unit, 14...WFM, 15...WFM control unit, 20...communication network, 22...public network, OP...operator, 30...monitored data, DTa, DTb...monitored data by time period, DP...monitored data by device, M...monitored device information, T...monitored device information, 31...monitoring management table by device, 32...monitoring management table, DC1, DCx...monitoring management data by operator communication equipment, 34...total monitoring management table, 40...first processing unit, 42...second processing unit, 44...third processing unit, 50...fourth processing unit, 52...fifth processing unit, 54...sixth processing unit.

Claims

1. a first processing unit that, when receiving first information from a first operator device indicating that an operator has logged on to the first operator device, transmits second information indicating a second operator device to be monitored by the first operator device to the first operator device; a second processing unit that receives, from the first operator device, third information indicating that the first operator device has received, from the second operator device, response information to the first information transmitted from the first operator device to the second operator device; a third processing unit that updates fifth information indicating an operational state of the second operator device when fourth information indicating an operational state of the second operator device based on a monitoring result of the first operator device for the second operator device is received from the first operator device; A processing device comprising:

2. The fourth information is indicating that the first operator device did not receive, from the second operator device, response information to sixth information confirming the operation status of the second operator device, which sixth information was transmitted from the first operator device to the second operator device in a busy state; The third processing unit is When the fourth information is received from the first operator device, the fifth information of the second operator device is updated to a no-response state.

2. The processing device according to claim 1.

3. The third processing unit is When the third information is received from the first operator device, the fifth information indicating the operating state of the second operator device is updated to a log-on state.

2. The processing device according to claim 1.

4. Computer, a first processing unit that, when receiving first information from a first operator device indicating that an operator has logged on to the first operator device, transmits second information indicating a second operator device to be monitored by the first operator device to the first operator device; a second processing unit that receives, from the first operator device, third information indicating that the first operator device has received, from the second operator device, response information to the first information transmitted from the first operator device to the second operator device; a third processing unit that updates fifth information indicating an operational state of the second operator device when fourth information indicating an operational state of the second operator device based on a monitoring result of the first operator device for the second operator device is received from the first operator device; A processing program for a processing device to function as a processor.

5. A processing method of a processing device connected to a first operator device and a second operator device used by an operator, comprising: The processing device includes: a first processing step of, when receiving first information indicating that an operator has logged on to the first operator device from the first operator device, transmitting second information indicating the second operator device to be monitored by the first operator device to the first operator device; a second processing step of receiving, from the first operator device, third information indicating that the first operator device has received, from the second operator device, response information to the first information transmitted from the first operator device to the second operator device; a third processing step of updating fifth information indicating the operating state of the second operator device when fourth information indicating the operating state of the second operator device based on a monitoring result of the first operator device for the second operator device is received from the first operator device; A processing method for a processing device, comprising:

6. An operator device, comprising: a fourth processing unit that transmits first information indicating that an operator has logged on to the operator device to a processing device and receives second information indicating a second operator device to be monitored by the operator device from the processing device; a fifth processing unit that transmits the first information to the second operator device and transmits third information to the processing device, the third information indicating that response information to the first information has been received from the second operator device; a sixth processing unit that transmits fourth information to the processing device, the fourth information indicating an operation state of the second operator device based on a monitoring result for the second operator device and being used to update fifth information indicating the operation state of the second operator device in the processing device; An operator device comprising:

7. The fourth information is This information is used to indicate that the operator device has not received response information from the second operator device in response to sixth information confirming the operation status of the second operator device, which information is transmitted from the operator device to the second operator device in a busy state, and to update the fifth information indicating the operation status of the second operator device to no response in the processing device.

7. The operator device according to claim 6.

8. The operator device a fourth processing unit that transmits first information indicating that an operator has logged on to the operator device to a processing device and receives second information indicating a second operator device to be monitored by the operator device from the processing device; a fifth processing unit that transmits the first information to the second operator device and transmits third information to the processing device, the third information indicating that response information to the first information has been received from the second operator device; a sixth processing unit that transmits fourth information to the processing device, the fourth information indicating an operation state of the second operator device based on a monitoring result for the second operator device and being used to update fifth information indicating the operation state of the second operator device in the processing device; The processing program of the operator device to make it function as a

9. 1. A processing method for an operator device used by an operator, the operator device being connected to a processing device and a second operator device, comprising: The operator device a fourth processing step of transmitting first information indicating that an operator has logged on to the operator device to the processing device and receiving second information indicating a second operator device to be monitored by the operator device from the processing device; a fifth processing step of transmitting the first information to the second operator device and transmitting third information indicating that response information to the first information has been received from the second operator device to the processing device; a sixth processing step of transmitting fourth information, which indicates an operation status of the second operator device based on a monitoring result for the second operator device, to the processing device and is used to update fifth information, which indicates the operation status of the second operator device, in the processing device; A processing method for an operator device, comprising:

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