System for scheduling routing rules in a contact center based on forcasted and actual interaction load and staffing requirements
US-9210033-B2 · Dec 8, 2015 · US
US9338049B2 · US · B2
| Field | Value |
|---|---|
| Publication number | US-9338049-B2 |
| Application number | US-201213729669-A |
| Country | US |
| Kind code | B2 |
| Filing date | Dec 28, 2012 |
| Priority date | Mar 27, 2012 |
| Publication date | May 10, 2016 |
| Grant date | May 10, 2016 |
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According to an embodiment, a server device includes a first registering unit, a second registering unit, and a providing unit. The first registering unit is configured to acquire first action information regarding an action performed by a first user from a client device, and register the first action information in an action information storage unit in which pieces of action information of users are stored in association with labels of the respective pieces of action information. The second registering unit is configured to specify at least one piece of action information similar to the first action information among the pieces of action information, and register the label associated with the specified piece of action information in the action information storage unit in association with the first action information. The providing unit is configured to provide the label associated with the first action information to the client device.
Opening claim text (preview).
What is claimed is: 1. A server device comprising: a first registering unit configured to acquire first action information that is a piece of action information regarding an action performed by a first user from a client device used by the first user, and register the first action information in an action information storage unit in which pieces of action information of a plurality of users are stored in association with labels of the respective pieces of action information, each piece of action information including user identification information for identifying a user who performs an action; a hierarchical relation information storage unit configured to define, as a group-group hierarchical relation, as a hierarchical relation within an organization to which users belong using the user identification information, the organization having an upper group and a lower group; a second registering unit configured to specify at least one piece of action information similar to the first action information among the pieces of action information, extract at least one piece of action information that is included in the first action information among the specified piece of action information, the extracted piece of action information including the user identification information having a hierarchical relation with first user identification information indicating the first user, and register a label associated with the extracted piece of action information in the action information storage unit in association with the first action information; a providing unit configured to provide the label associated with the first action information to the client device; and one or more processors configured to execute at least the first registering unit, the second registering unit, and the providing unit. 2. The device according to claim 1 , wherein the hierarchical relation information is information for defining the hierarchical relation between users within an organization to which the users belong. 3. The device according to claim 1 , wherein the second registering unit specifies a piece of action information of which the user identification information is matched with the user identification information included in second action information among the pieces of action information, the second action information being most similar to the first action information among the extracted piece of action information, the specified piece of action information being associated with any label which is associated with the second action information, and the second registering unit registers the label associated with the specified action information and the label associated with the second action information into the action information storage unit, associating the labels with the first action information. 4. The device according to claim 1 , wherein the second registering unit specifies a piece of action information of which the user identification information is matched with the user identification information included in second action information among the pieces of action information, the second action information being most similar to the first action information, the specified piece of action information being associated with any label which is associated with the second action information, and the second registering unit registers the label associated with the specified action information and the label associated with the second action information in the action information storage unit, associating the labels with the first action information. 5. The device according to claim 1 , wherein each piece of action information includes feature data that indicates a feature of the action of the user as an action subject, and the second registering unit specifies a piece of action information of which the feature data is similar to that of the first action information among the pieces of action information. 6. An annotation system comprising: a server device; and a client device, wherein the server device includes a first registering unit configured to acquire first action information that is a piece of action information regarding an action performed by a first user from a client device used by the first user, and register the first action information in an action information storage unit in which pieces of action information of a plurality of users are stored in association with labels of the respective pieces of action information, each piece of action information including user identification information for identifying a user who performs an action; a hierarchical relation information storage unit configured to define, define a group-group hierarchical relation, a hierarchical relation within an organization to which users belong using the user identification information, the organization having an upper group and a lower group; a second registering unit configured to specify at least one piece of action information similar to the first action information among the pieces of action information, extract at least one piece of action information that is included in the first action information among the specified piece of action information, the extracted piece of action information including the user identification information having a hierarchical relation with first user identification information indicating the first user, and register a label associated with the extracted piece of action information in the action information storage unit in association with the first action information, and the client device includes an acquiring unit configured to acquire the label associated to the first action information from the server device, and register the acquired label in association with the first action information which is stored in a first user action information storage unit storing the action information of the first user; and a processor configured to execute at least the acquiring unit. 7. An annotation method comprising: acquiring first action information that is a piece of action information regarding an action performed by a first user from a client device used by the first user; registering the first action information in an action information storage unit in which pieces of action information of a plurality of users are stored in association with labels of the respective pieces of action information, each piece of action information including user identification information for identifying a user who performs an action; defining, as a group-group hierarchical relation, a hierarchical relation within an organization to which users belong using the user identification information, the organization having an upper group and a lower group; specifying at least one piece of action information similar to the first action information among the pieces of action information; extracting at least one piece of action information that is included in the first action information among the specified piece of action information, the extracted piece of action information including the user identification information having a hierarchical relation with the first user identification information indicating the first user; registering a label associated with the extracted piece of action information in the action information storage unit in association with the first action information; and providing the label associated with the first action information to the client device. 8. A computer program product comprising a non-transitory computer-readable medium containing a program executed by a computer, the program causing the computer to execute: acquiring first action information that is a piece of action information regarding an action performed by a first user from a clien
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