Method and device for estimating work skills, and computer...

Details Method and device for estimating work skills, and computer... Method and device for estimating work skills, and computer...

2011-01-18

2011-01-18

Elahee, Md S (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S309000, C705S014270

Reexamination Certificate

active

07873155

ABSTRACT:
In a work skill estimating device, an item information receiving unit receives, as item information, duration information of each dealing sequence in a customer call. A dealing duration estimating unit estimates a dealing duration of an item based on the item information received. A work skill estimating unit estimates an operator's work skill based on the dealing duration estimated. A skill map creating unit creates a skill map to comprehend the operator's work skill estimated.

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Japanese Office Action dated Jan. 6, 2009 for Japanese Application No. 2004-065645. (A partial English-language translation is provided.).

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