Information Processing Apparatus, Display Method, and Display Program

Abstract

To support selecting an optimal person in charge, when a failure occurs.SOLUTION: An information processing apparatus 100 includes a calculation unit 153 and a display control unit 154. The calculation unit 153 calculates, when a failure occurs in a device to be monitored, the amount of work of each of a plurality of persons in charge, on the basis of history information of terminal devices used by the persons in charge. The display control unit 154 generates a display screen with an object of a size according to the amount of work of a person in charge, the object identifying the person in charge, and displays the display screen.SELECTED DRAWING: Figure 4

Description

Technical Field

[0001] The present invention relates to an information processing apparatus and the like.

Background Art

[0002] Conventionally, when a failure occurs in a customer's data center or the like, information regarding the details of the failure is registered in an incident system and referred to by a selector in the operation management department of the data center. For example, when it is difficult for only on-site workers to handle a failure, the selector interacts with a plurality of persons in charge working in the office and selects a person in charge who is capable of handling the failure and has spare capacity in their work according to the details of the failure, and requests the person in charge to handle the failure.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Patent Document 2

Patent Document 3

Patent Document 4

Summary of the Invention

Problems to be Solved by the Invention

[0004] In recent years, remote work has been becoming popular, and the number of cases where each person in charge in the operation management department also works in a remote environment such as at home or a satellite office has been increasing. In such a remote environment, it is difficult for the selector to grasp the situation of each person in charge, and thus it is difficult to select a person in charge with spare capacity in their work as in the conventional case.

[0005] In addition, a method of having each person in charge notify the selected person of information on whether they currently have spare capacity for their work through button operations can be considered. However, it is cumbersome to perform button operations while carrying out one's own work. Also, other work may arise immediately after notifying of having spare capacity by performing a button operation.

[0006] In one aspect, an object of the present invention is to provide an information processing apparatus, a display method, and a display program that can assist in selecting an optimal person in charge when a failure occurs.

Means for Solving the Problems

[0007] In a first aspect, the information processing apparatus includes a calculation unit and a display control unit. When a failure occurs in a device to be monitored, the calculation unit calculates the workloads of a plurality of persons in charge based on the history information of the terminal devices used by the persons in charge. The display control unit generates a display screen having an object that can identify the person in charge and whose size corresponds to the workload of the person in charge, and displays the display screen.

Effects of the Invention

[0008] It is possible to assist in selecting an optimal person in charge when a failure occurs.

Brief Description of the Drawings

[0009]

Figure 1

Figure 2

Figure 3

Figure 4

Figure 5

Figure 6

Figure 7

Figure 8

Figure 9

Figure 10

Figure 11

Embodiments for Carrying Out the Invention

[0010] Hereinafter, embodiments of the information processing apparatus, display method, and display program disclosed in the present application will be described in detail with reference to the drawings. Note that the present invention is not limited by this embodiment.

Embodiment

[0011] An example of the system according to this embodiment will be described. FIG. 1 is a diagram showing an example of the system according to this embodiment. As shown in FIG. 1, this system includes terminal devices 10a, 10b, 10c, 10d, 10e, a failure monitoring server 50, an operation monitoring server 60, a call monitoring server 70, and an information processing apparatus 100. The terminal devices 10a to 10e, the failure monitoring server 50, the operation monitoring server 60, the call monitoring server 70, and the information processing apparatus 100 are interconnected via a network 5 and execute data communication with each other.

[0012] The terminal devices 10a to 10e are terminal devices used when a person in charge performs various operations, and are compatible with PCs (Personal Computers), notebook PCs, tablet terminals, etc. In FIG. 1, the terminal devices 10a to 10e are shown, but other terminal devices may be further included. In the following description, the terminal devices 10a to 10e are collectively referred to as the terminal device 10.

[0013] Here, a plurality of persons in charge are classified into a plurality of groups, and a plurality of persons in charge classified into the same group have the same corresponding failure field. The failure field indicates the field to which a failure occurring in a device to be monitored (not shown) belongs.

[0014] The failure monitoring server 50 is a device that monitors devices to be monitored. When a failure occurs in a device to be monitored, the failure monitoring server 50 generates incident information and transmits the incident information to the information processing device 100. The incident information includes an incident number, a failure field, failure details, customer information, etc.

[0015] Each time the failure monitoring server 50 generates incident information, it transmits the incident information to the information processing device 100.

[0016] The incident number is a number for identifying incident information. The failure field indicates the field to which a failure occurring in a device to be monitored belongs. The failure details are text information for explaining the content of the failure. The customer information is various information regarding the customer who uses the device in which the failure has occurred, and includes information such as the customer's contact information.

[0017] The operation monitoring server 60 monitors the terminal device 10 at a predetermined time interval and generates monitoring information. The monitoring information includes terminal identification information, operation history information, screen identification information, etc. The terminal identification information is information that uniquely identifies the terminal device 10. The operation history information includes the number of key presses per predetermined time interval, the movement distance of the mouse per predetermined time interval, the presence or absence of use of other input devices per predetermined time interval, etc. The screen identification information indicates the identification information of the screen that is active on the terminal device 10 at the current time.

[0018] Each time the operation monitoring server 60 generates monitoring information, it transmits the monitoring information to the information processing device 100. Note that the operation monitoring server 60 may generate monitoring information when it receives a request for monitoring information from the information processing device 100 and transmit the monitoring information to the information processing device 100.

[0019] When the telephone monitoring server 70 receives an inquiry about the usage status of a telephone from the information processing device 100, it determines whether the target person is making a call (external or internal line) and responds to the information processing device 100 regarding the presence or absence of the telephone usage status.

[0020] In this embodiment, it is assumed that the person in charge makes a call using the terminal device 10. The telephone monitoring server 70 receives the terminal identification information of the terminal device used by the target person in charge from the information processing device 100, communicates with the terminal device corresponding to the received terminal identification information, and determines whether the target person in charge is making a call.

[0021] When a failure occurs in the device to be monitored and the information processing device 100 receives incident information from the failure monitoring server 50, the information processing device 100 identifies the group that can handle such a failure, and calculates the workload of each person in charge based on the monitoring information of the terminal device 10 used by each person in charge included in the identified group. The information processing device 100 generates and displays the information on the display screen based on the workload of each person in charge.

[0022] Here, when calculating the workload of the person in charge, the information processing apparatus 100 calculates the total workload from a predetermined time (for example, the company's start time) to the current time and the workload in the recent past (for example, from one hour before the current time) respectively. In the following description, the total workload is denoted as the "first workload". The recent workload is denoted as the "second workload".

[0023] Hereinafter, an example of the display screen generated by the information processing apparatus 100 will be described. As shown in FIG. 2, the information processing apparatus 100 may display information about the person in charge who is not handling the failure on the display screen, or as shown in FIG. 3, may display information about the person in charge who is handling the failure on the display screen.

[0024] Note that when the screen identification information set in the monitoring information of the terminal device 10 of the information processing apparatus 100 corresponds to the screen of the support system, the information processing apparatus 100 determines that the person in charge using such a terminal device 10 is handling the failure.

[0025] FIG. 2 is a diagram (1) showing an example of the display screen displayed by the information processing apparatus. The display screen 30A shown in FIG. 2 shows an example of displaying a person in charge who is not handling the failure. In the display screen 30A shown in FIG. 2, objects 32, 32 that can identify the person in charge are set. The information processing apparatus 100 sets the name of the person in charge in the objects 32, 33.

[0026] For example, the object 31 is an object corresponding to the person in charge "Ichiro Sato". The information processing apparatus 100 sets the size of the object 31 to a size corresponding to the second workload of the person in charge "Ichiro Sato". The information processing apparatus 100 sets the arrangement position of the object 31 according to the first workload of the person in charge "Ichiro Sato". The information processing apparatus 100 sets the object 31 above the display screen 30A as the first workload is larger. The line segment 6 is a line segment showing the average value of the first workloads of all the persons in charge included in the group that can handle the failure.

[0027] On the one hand, the object 32 corresponds to the person in charge "Hajime Maeda". The information processing apparatus 100 sets the size of the object 32 to a size corresponding to the second workload of the person in charge "Hajime Maeda". The information processing apparatus 100 sets the arrangement position of the object 32 according to the first workload of the person in charge "Hajime Maeda". The information processing apparatus 100 sets the object 32 above the display screen 30A as the first workload is larger.

[0028] In the display screen 30A shown in FIG. 2, since the object 32 is larger than the object 31, the selector can confirm that the person in charge "Hajime Maeda" has a larger second workload than the person in charge "Ichiro Sato". Also, since the object 33 is arranged above the display screen 30A more than the object 32, the selector can confirm that the person in charge "Ichiro Sato" has a larger first workload than the person in charge "Hajime Maeda".

[0029] FIG. 3 is a diagram (2) showing an example of a display screen displayed by the information processing apparatus. The display screen 30B shown in FIG. 3 shows an example of displaying the person in charge during the response to the failure. In the display screen 30B shown in FIG. 3, objects 33 and 34 that can identify the person in charge are set. The information processing apparatus 100 sets the names of the persons in charge in the objects 33 and 34.

[0030] For example, the object 33 corresponds to the person in charge "Goro Yamada". The information processing apparatus 100 sets the size of the object 33 to a size corresponding to the second workload of the person in charge "Goro Yamada". The information processing apparatus 100 sets the arrangement position of the object 33 according to the first workload of the person in charge "Goro Yamada". The information processing apparatus 100 sets the object 33 above the display screen 30B as the first workload is larger. The line segment 6 is a line segment showing the average value of the first workloads of all the persons in charge included in the group that can respond to the failure.

[0031] When the person in charge, "Goro Yamada", is dealing with a failure, the information processing apparatus 100 connects the object 33 and the mark 7a being dealt with by the line segment 7b. The information processing apparatus 100 displays the color of the line segment 7b so that it can be identified whether the person in charge is using an internal line or an external line. The information processing apparatus 100 may adjust the thickness of the line segment 7b according to the response time of the failure. For example, the information processing apparatus 100 makes the line segment thicker as the response time of the failure is longer.

[0032] The object 34 is an object corresponding to the person in charge, "Taro Tanaka". The information processing apparatus 100 sets the size of the object 34 to a size corresponding to the second workload of the person in charge, "Taro Tanaka". The information processing apparatus 100 sets the arrangement position of the object 34 according to the first workload of the person in charge, "Taro Tanaka". The information processing apparatus 100 sets the object 34 above the display screen 30B as the first workload is larger.

[0033] When the person in charge, "Taro Tanaka", is dealing with a failure, the information processing apparatus 100 connects the object 34 and the mark 8a being dealt with by the line segment 8b. The information processing apparatus 100 displays the color of the line segment 8b so that it can be identified whether the person in charge is using an internal line or an external line. The information processing apparatus 100 may adjust the thickness of the line segment 8b according to the response time.

[0034] A manager or the like that selects the most suitable person in charge at the time of failure occurrence refers to the display screens 30A and 30B, identifies the person in charge who can be determined to be the most suitable, and requests the identified person in charge to deal with the failure.

[0035] As described above, when a failure occurs in the device to be monitored, the information processing apparatus 100 calculates the workloads of a plurality of persons in charge based on the history information of the terminal device 10 used by the persons in charge, generates and displays a display screen that is an object capable of identifying the persons in charge and has an object size corresponding to the workload of the persons in charge. Thereby, the selector can be assisted in selecting the most suitable person in charge at the time of failure occurrence.

[0036] In FIGS. 2 and 3, objects related to the person in charge handling the failure and the person in charge not handling the failure are displayed on separate display screens. However, the information processing apparatus 100 may set the object of the person in charge handling the failure and the object of the person in charge not handling the failure on one display screen.

[0037] Next, a configuration example of the information processing apparatus 100 shown in FIG. 1 will be described. FIG. 4 is a functional block diagram showing the configuration of the information processing apparatus according to this embodiment. As shown in FIG. 4, this information processing apparatus 100 includes a communication unit 110, an input unit 120, a display unit 130, a storage unit 140, and a control unit 150.

[0038] The communication unit 110 transmits and receives information to and from the terminal device 10, the failure monitoring server 50, the operation monitoring server 60, and the telephone monitoring server 70 via the network 5. For example, the communication unit 110 is realized by a NIC (Network Interface Card) or the like.

[0039] The input unit 120 is realized by using an input device such as a keyboard or a mouse, and inputs various types of information to the control unit 150 in response to an input operation by an operator.

[0040] The display unit 130 is realized by a display device such as a liquid crystal display. For example, the display unit 130 displays display screens 30A, 30B, etc. generated by the control unit 150.

[0041] The storage unit 140 has an incident information table 141, a person in charge management table 142, a group management table 143, a history table 144, and a telephone status management table 145. The storage unit 140 is realized by, for example, a semiconductor memory element such as a flash memory, or a storage device such as a hard disk or an optical disk.

[0042] The incident information table 141 holds the incident information received from the failure monitoring server 50. FIG. 5 is a diagram showing an example of the data structure of the incident information table. As shown in FIG. 5, the incident information table 141 associates an incident number, a failure area, a failure content, and customer information. The descriptions of the incident number, the failure area, the failure content, and the customer information are the same as those described above.

[0043] The person in charge management table 142 holds various information of the persons in charge who perform operations using the terminal device 10. FIG. 6 is a diagram showing an example of the data structure of the person in charge management table. As shown in FIG. 6, the person in charge management table associates person in charge identification information, name, terminal identification information, address, and response history.

[0044] The person in charge identification information is information that uniquely identifies the person in charge. The name is the name of the person in charge. The terminal identification information is information that uniquely identifies the terminal device 10 used by the person in charge to perform operations. The address is an email address to which the person in charge can be notified. The response history is a history of the incident numbers of the failures that the person in charge has responded to in the past.

[0045] For example, the terminal device 10 used by the person with the person in charge identification number "S10a" and the name (person in charge) "Ichiro Sato" for work is the terminal device 10 identified by the terminal identification number "T-10a" (for example, terminal device 10a). It is indicated that the address of the name (person in charge) "Ichiro Sato" is "ichiro@abcd". The description of the response history corresponding to each person in charge is omitted.

[0046] The group management table 143 holds information on the failure contents that can be handled by a group. FIG. 7 is a diagram showing an example of the data structure of the group management table. As shown in FIG. 7, the group management table 143 associates group identification information, a failure area, and terminal identification information.

[0047] The group identification information is information that uniquely identifies a group. The failure area indicates the failure areas that each person in charge belonging to the group can handle. The terminal identification information is information that identifies each person in charge belonging to the group. For example, the persons in charge included in the group identification information "G1" are the person-in-charge identification information S10a, S10c, ···, and it is shown that each person in charge of the person-in-charge identification information S10a, S10c, ··· can handle the failure area "security monitoring".

[0048] The history table 144 holds the operation history information and screen identification information of the persons in charge who perform operations using the terminal device 10. FIG. 5 is a diagram showing an example of the data structure of the history table. As shown in FIG. 5, this history table 144 associates the terminal identification information with the operation history information. The terminal identification information is information that uniquely identifies the terminal device 10.

[0049] The operation history information includes a keyboard operation history, a mouse operation history, and an operation history of other input devices. The keyboard operation history is a history of the number of key presses of the keyboard at predetermined time intervals. The mouse operation history is a history of the movement distance of the mouse at predetermined time intervals. The operation history of other input devices is a history of the presence or absence of use of other input devices at predetermined time intervals.

[0050] The screen identification information indicates, at the current time, the screen identification information of the screen that is active on the terminal device 10 of the person in charge. It is assumed that which screen identification information is a support system screen is set in advance.

[0051] The telephone status management table 145 holds information regarding the usage status of the telephones of the persons in charge. FIG. 9 is a diagram showing an example of the data structure of the telephone status management table. As shown in FIG. 9, this telephone status management table 145 associates the person-in-charge identification information with an internal line flag and an external line flag.

[0052] The person identification information is information that uniquely identifies a person. The internal line flag is a flag indicating whether the person corresponding to the person identification information is handling a failure by an internal line. When handling a failure by an internal line, the internal line flag is "on". When not handling a failure by an internal line, the internal line flag is "off".

[0053] The external line flag is a flag indicating whether the person corresponding to the person identification information is handling a failure by an external line. When handling a failure by an external line, the external line flag is "on". When not handling a failure by an external line, the external line flag is "off".

[0054] Return to the description of FIG. 4. The control unit 150 includes a reception unit 151, a specification unit 152, a calculation unit 153, and a display control unit 154. The control unit 150 is realized by a CPU (Central Processing Unit) or an MPU (Micro Processing Unit). Further, the control unit 150 may be executed by an integrated circuit such as an ASIC (Application Specific Integrated Circuit) or an FPGA (Field Programmable Gate Array).

[0055] The reception unit 151 receives incident information from the failure monitoring server 50. The reception unit 151 associates the incident number, failure field, failure content, and customer information included in the received incident information and registers them in the incident information table 141. In the following description, the incident number, failure field, failure content, and customer information are collectively referred to as incident information as appropriate.

[0056] The reception unit 151 receives monitoring information from the operation monitoring server 60. The reception unit 151 associates the terminal identification information, operation history information, and screen identification information included in the received monitoring information and registers them in the history table 144.

[0057] When the operation history information and screen identification information regarding the same terminal identification information as the terminal identification information of the received monitoring information are already registered in the history table 144, the reception unit 151 updates the history table 144 with the newly received operation history information and screen identification information.

[0058] Each time the reception unit 151 receives incident information or monitoring information, it repeatedly executes the above process.

[0059] The specifying unit 152 acquires incident information from the incident information table 141 and specifies the group identification information of the group corresponding to the failure area of the acquired incident information based on the group management table 245. The specifying unit 152 outputs each person-in-charge identification information included in the specified group identification information to the calculation unit 153.

[0060] The calculation unit 153 calculates the workload (first workload, second workload) of the person-in-charge for each person-in-charge identification information. For example, the calculation unit 153 acquires the operation history information corresponding to the terminal identification information of the person-in-charge identification information from the history table 144. The relationship between the person-in-charge identification information and the terminal identification information is shown in the person-in-charge management table 142.

[0061] The calculation unit 153 calculates the workload of the person-in-charge based on the acquired operation history information. For example, the calculation unit 153 calculates the first workload W1 based on formula (1). As described above, the first workload is the total workload.

[0062] First workload W1 = α × K1 + β × M1 + γ × O1 ··· (1)

[0063] In formula (1), "K1" is the total value of the number of times the keyboard is typed within the first predetermined period (for example, the period from the start time to the current time). "M1" is the total value of the moving distance of the mouse every first predetermined time. "O1" is the number of times another input device has been used every predetermined time (10 minutes) within the first predetermined period.

[0064] α, β, and γ are preset weights. By multiplying the weights, it is assumed that the units of the values of α×K1, β×M1, and γ×O1 are aligned with the unit of the workload W. The start time is predefined, and the calculation unit 153 is assumed to obtain information on the current time from a timer or the like.

[0065] The calculation unit 153 calculates the second workload W2 based on Equation (2). As described above, the second workload is the most recent workload.

[0066] Second workload W2 = α×K2 + β×M2 + γ×O2 ··· (2)

[0067] In Equation (2), "K2" is the total value of the number of times the keyboard is typed within the second predetermined period (for example, the period from the current time to one hour ago). "M2" is the total value of the moving distance of the mouse for each second predetermined time. "O2" is the number of times another input device has been used for each predetermined time (10 minutes) within the second predetermined period.

[0068] The calculation unit 153 calculates the first workload and the second workload corresponding to the person-in-charge identification information of each person-in-charge included in the same group specified by the specifying unit 152. Further, the calculation unit 153 calculates the average value of the first workload of each person-in-charge. The calculation unit 153 outputs information on the person-in-charge identification information, the first workload, the second workload, and the average value, which are the above calculation results, to the display control unit 154.

[0069] The display control unit 154 generates information on the display screen based on the information of the calculation results of the calculation unit 153. For example, the display control unit 154 sets an object corresponding to the person-in-charge identification information and having a size corresponding to the second workload of the person-in-charge on the display screen. The display control unit 154 increases the size of the object as the second workload increases.

[0070] When arranging the object, the display control unit 154 arranges the object at a position corresponding to the first workload of the person-in-charge. The display control unit 154 sets a line segment indicating the average value of the first workload on the display screen.

[0071] The display control unit 154 identifies the name of the person in charge based on the person-in-charge identification information and the person-in-charge management table 142, and sets the identified name to the object.

[0072] The display control unit 154 acquires the screen identification information corresponding to the terminal identification information of the person-in-charge identification information, and determines whether the person in charge is dealing with a failure based on the screen identification information. When the screen identification information corresponds to predetermined screen identification information, the display control unit 154 determines that the person in charge is dealing with a failure.

[0073] When the person in charge is dealing with a failure, as described with reference to FIG. 3, the display control unit 154 associates the object of the person in charge dealing with the failure with the mark indicating that the person is dealing with it. Further, the display control unit 154 communicates with the telephone monitoring server 70 to acquire information on the telephone usage status. The display control unit 154 sets the information on the telephone usage status to the telephone status management table 145. The display control unit 154 connects the object of the person in charge and the mark indicating that the person is dealing with it with a line segment that can distinguish whether the person in charge is dealing with an internal call or an external call.

[0074] By executing the above processing, the display control unit 154 generates the information of the display screens 30A and 30B as described with reference to FIGS. 2 and 3, and outputs and displays it on the display unit 130. The display control unit 154 may transmit the information of the display screen to the terminal device 10 of the pre-specified selector for display.

[0075] Next, an example of the processing procedure of the information processing apparatus 100 according to the present embodiment will be described. FIG. 10 is a flowchart showing the processing procedure of the information processing apparatus according to the present embodiment. As shown in FIG. 10, the specifying unit 152 of the information processing apparatus 100 acquires incident information from the incident information table 141 and specifies the failure area (step S101).

[0076] Based on the group management table 143, the specifying unit 152 specifies group identification information capable of corresponding to the failure area (step S102). The specifying unit 152 specifies each person in charge identification information corresponding to the group identification information from the person in charge management table 142 (step S103).

[0077] The calculation unit 153 of the information processing apparatus 100 acquires operation history information of each person in charge identification information from the history table 144 (step S104). The calculation unit 153 calculates a first workload and a second workload corresponding to each person in charge identification information (step S105). The calculation unit 153 calculates an average value of the first workloads corresponding to each person in charge identification information (step S106).

[0078] Based on the first workload, the second workload, and the average value, the display control unit 154 of the information processing apparatus 100 generates information on the display screen (step S107). The display control unit 154 causes the display unit 130 to display the information on the display screen (step S108).

[0079] Next, the effects of the information processing apparatus 100 according to the present embodiment will be described. When a failure occurs in the device to be monitored, the information processing apparatus 100 calculates the workloads of a plurality of persons in charge based on the history information of the terminal device 10 used by the persons in charge, and generates and displays a display screen that is an object capable of identifying the persons in charge and has a size corresponding to the workload of the persons in charge. Thereby, it is possible to assist the selector in selecting the most suitable person in charge at the time of failure.

[0080] The information processing apparatus 100 sets the size of the object according to the second workload (latest workload) and generates a display screen. Thereby, the selector can compare the latest workloads of a plurality of persons in charge capable of handling the failure and select the most suitable person in charge.

[0081] The information processing apparatus 100 adjusts the arrangement position of an object according to a first workload (total workload) and generates a display screen. Thereby, the selector can select an optimal person in charge in consideration of not only the most recent workload but also the total workload.

[0082] When a person in charge is dealing with a failure, the information processing apparatus 100 associates and displays a mark indicating that the person is dealing with the failure and an object of the person in charge. Further, the information processing apparatus 100 can display whether the person in charge is dealing with an internal call or an external call in a distinguishable manner. Thereby, an optimal person in charge can be selected in view of the current situation of the person in charge.

[0083] Here, the processing of the information processing apparatus 100 described above is an example, and the information processing apparatus 100 may execute other processing. In the following, other processing (1) and (2) of the information processing apparatus 100 will be described.

[0084] Regarding other processing (1), when the specifying unit 152 acquires incident information from the incident information table 141, the specifying unit 152 may specify the person-in-charge identification information of the person in charge who has dealt with the failure related to the acquired incident information based on the response history in the person-in-charge management table 142. For incident information for which the failure response has not been completed (not closed), the same incident number continues to be used. Therefore, the specifying unit 152 specifies the person-in-charge identification information set in the response history for the corresponding incident number and notifies the display control unit 154. The display control unit 154 may highlight the object corresponding to the notified person-in-charge identification information.

[0085] Other processing (2) will be described. When the display control unit 154 sets an object of a person in charge on the display screen, the display color of the object may be adjusted so that the type of the active screen of the terminal device 10 used by the person in charge can be identified. For example, when it is the active screen of the support system for obstacles, the display control unit 154 makes the color of the object darker than that of other screens in the clerical system. In addition, the display control unit 154 may display the difficulty level of the obstacle set in the incident information on the display screen.

[0086] Next, an example of the hardware configuration of a computer that realizes the same functions as the information processing apparatus 100 shown in the above embodiment will be described. FIG. 11 is a diagram showing an example of the hardware configuration of a computer that realizes the same functions as the information processing apparatus of the embodiment.

[0087] As shown in FIG. 11, the computer 300 includes a CPU 301 that executes various arithmetic processes, an input device 302 that receives input of data from a user, and a display 303. Further, the computer 300 includes a communication device 304 that exchanges data with an external device or the like via a wired or wireless network, and an interface device 305. Further, the computer 300 includes a RAM 306 that temporarily stores various information, and a hard disk device 307. And each device 301 to 307 is connected to a bus 308.

[0088] The hard disk device 307 has a reception program 307a, a specific program 307b, a calculation program 307c, and a display control program 307d. Further, the CPU 301 reads out each program 307a to 307d and expands it in the RAM 206.

[0089] The reception program 307a functions as a reception process 306a. The specific program 307b functions as a specific process 306b. The calculation program 307c functions as a calculation process 306c. The display control program 307d functions as a display control process 306d.

[0090] The process of the reception process 306a corresponds to the process of the reception unit 151. The process of the identification process 306b corresponds to the process of the identification unit 152. The process of the calculation process 306c corresponds to the process of the calculation unit 153. The process of the display control process 306d corresponds to the process of the display control unit 154.

[0091] Note that for each of the programs 307a to 307d, it is not necessarily required to be stored in the hard disk device 307 from the beginning. For example, store each program in a "portable physical medium" such as a flexible disk (FD), CD-ROM, DVD, magneto-optical disk, or IC card inserted into the computer 300. Then, the computer 300 may read and execute each of the programs 307a to 307d.

Explanation of Signs

[0092] 100 Information processing apparatus 110 Communication unit 120 Input unit 130 Display unit 140 Storage unit 141 Incident information table 142 Person in charge management table 143 Group management table 144 History table 145 Telephone status management table 150 Control unit 151 Reception unit 152 Identification unit 153 Calculation unit 154 Display control unit

Claims

1. When a failure occurs in the device to be monitored, based on the history information of the terminal device used by the person in charge, calculate the first work amount of a plurality of persons in charge for the first predetermined period and the second work amount of the plurality of persons in charge for the second predetermined period respectively, and based on the history information of the terminal device used by the person in charge, calculate the first work amount of the person in charge and the most recent second work amount of the person in charge, a calculation unit; A display screen that is an object capable of identifying the person in charge, and sets the object having a size corresponding to the second work amount at a position corresponding to the first work amount, and generates the display screen in which one set axis corresponds to the first work amount of the person in charge, and a display control unit that displays the display screen; An information processing apparatus characterized by comprising the above.

2. Further comprising a specifying unit that specifies a person in charge related to the failure from a plurality of persons in charge based on information about the failure that has occurred in the device to be monitored, and the display control unit sets the object corresponding to the person in charge specified by the specifying unit on the display screen. The information processing apparatus according to claim 1.

3. The information processing apparatus according to claim 1, wherein the display control unit displays the display screen in association with whether the person in charge is currently handling the business with the object.

4. The information processing apparatus according to claim 3, wherein the display control unit displays the type of the phone used by the person in charge in an identifiable manner when the person in charge is currently handling the business.

5. When a failure occurs in the device to be monitored, based on the history information of the terminal device used by the person in charge, calculate the first work amount of a plurality of persons in charge for the first predetermined period and the second work amount of the plurality of persons in charge for the second predetermined period respectively, Based on the history information of the terminal device used by the person in charge, calculate the first work amount of the person in charge and the most recent second work amount of the person in charge, A display screen that is an object capable of identifying the person in charge, and sets the object having a size corresponding to the second work amount at a position corresponding to the first work amount, and generates the display screen in which one set axis corresponds to the first work amount of the person in charge, and displays the display screen, A display method characterized in that a computer executes the process.

6. When a failure occurs in the device to be monitored, calculate the first workload of a plurality of responsible persons during a first predetermined period and the second workload of the plurality of responsible persons during a second predetermined period based on the history information of the terminal device used by the responsible persons, respectively. Calculate the first workload of the responsible person and the most recent second workload of the responsible person based on the history information of the terminal device used by the responsible person. A display screen that is an object capable of identifying a responsible person, and the object having a size corresponding to the second workload is set at a position corresponding to the first workload, and a display screen is generated in which one set axis corresponds to the first workload of the responsible person, and the display screen is displayed. A display program characterized by causing a computer to execute processing.

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