Patent ID: 7519665

Claim:
A multi-channel processing control device comprising: a memory; a processor; a process request determination unit accepting a plurality of process requests from plurality of channels as communication between a user and call center, and determining whether any of the plurality of process requests from the plurality of channels are real-time process requests needing processing in real-time, or non-real-time process requests not needing processing in real-time, the determining based on both a determined channel class of a plurality of channel classes that generates said process requests and based on services in a determined queue category of a plurality of queue categories; wherein the plurality of channel classes including an operator terminal channel class, a Web agent channel, an e-mail agent channel class, a Customer Relationship Management (CRM) agent channel class, a supervisor channel class, and a segment analysis channel class, and the plurality of queue categories including an effective callback queue category, a no answer callback queue category, a follow-up call queue category, a campaign queue category, a web forwarding, an e-mail forwarding queue category, and an e-mail transmission queue category; a non-real-time processing administrating unit changing processing requests among processing requests determined to be the non-real-time processing requests to the real-time processing requests when data relating to clients as processing objects is predetermined client data, and for administrating other non-real-time processing requests with priority levels therefore; a real-time processing allocation unit allocating process requests determined to be real-time process requests to processing terminals that are currently available among a plurality of processing terminals connected to a plurality of channels capable of a real-time process; and a non-real-time processing allocation unit allocating non-real-time processes administrated by said non-real-time processing administrating unit to any of the processing terminals, said allocation performed with consideration given to the priority level and to suitability of the terminal for handling the process.