History management apparatus, history management method and history management program
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United States of America Patent
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Oct 18, 2016
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app pub date -
Sep 22, 2015
filing date -
Aug 17, 2012
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Abstract
A history management apparatus that includes: a control unit; and a storage unit that stores a history management program that, when executed by the control unit, causes the history management apparatus to perform actions including: acquiring a plurality of fragment data sets, an action of a contact center to a call, and an execution time of the action; generating a plurality of historical data sets indicating a history of response states to a respective plurality of calls and, for each call of the plurality of calls, determining a sequence of response states and duration of each of the sequence of response states; generating a display image indicating the history of response states for a selected call from the plurality of calls based on the historical data set for the selected call; and causing the display image to be displayed on a display unit.
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