Server Seat Layout Operator Status Visualization
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Solution Overview
Problem
In contact centers, managers face difficulties in timely monitoring and evaluating operator statuses due to the lack of a clear visual representation of operator positions and the complexity of existing evaluation methods, especially when operators' seats are not fixed.
Innovation Solution
A server system that uses a seat layout to display operator statuses, including operational data and evaluation inputs, allowing managers to visualize and easily identify issues and perform evaluations directly from a intuitive seat layout interface.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of information
If a list of operational statuses is displayed as in Patent Document 1, then the manager can recognize the shortage of operators, but it becomes difficult to know the statuses of the respective operators on a timely basis due to non-fixed seats
Solution Approach 1:
The patent transforms the one-dimensional list display into a two-dimensional seat layout map display. By mapping operator statuses to their physical seat positions on a floor plan, the system enables managers to visually locate operators spatially rather than searching through lists, thereby improving timely recognition of operator statuses despite non-fixed seating arrangements.
Solution Approach 2:
The system creates a visual copy of the physical contact center environment by generating a seat layout map that replicates the actual seating arrangement. This virtual map serves as a simplified representation that allows managers to monitor operator statuses in context without being distracted by complex list-based information.
2Reliability
If evaluations are performed by separate operation as in Patent Document 1, then operator work can be evaluated, but the evaluation process becomes complicated while monitoring
Solution Approach 1:
The patent combines the monitoring function and evaluation function into a single integrated interface. By displaying both the seat layout map with operator statuses and the evaluation input capability within the same screen, the system allows managers to perform evaluations directly while monitoring, eliminating the need for separate evaluation operations and reducing process complexity.
Solution Approach 2:
The seat layout map interface serves multiple functions simultaneously: it displays operator locations, shows operational statuses, and provides access to evaluation capabilities. This multi-functional design consolidates what would otherwise require separate systems into a single universal interface, simplifying the overall process.
Data Source
AI summary
A server (10) is connected to a terminal (13) for an operator and a terminal (12) for a manager through a network (14), receives operation situation data representing the operation situation of the terminal (13) transmitted from the terminal (13) together with the seat ID, creates display data for displaying an image of the seat layout representing the operation situation different with the type of the received operation situation data according to the seat ID from the layout data read out of a storage unit (120) of the server (10), and transmits the display data to the terminal (12).