Stagnation-judgment device and computer product

Details Stagnation-judgment device and computer product Stagnation-judgment device and computer product

2007-09-27

2011-10-04

Nguyen, Quynh (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265010, C379S265020, C379S265120

Reexamination Certificate

active

08031859

ABSTRACT:
In a stagnation-judgment device, a work history-acquiring unit acquires work history of actions taken by an operator to handle an enquiry. A correlation-deriving unit derives correlation between actions of the operator and stagnation based on the work history regarding past enquiries. A stagnation-judgment unit judges whether the operator is in a state of stagnation by checking the work history regarding a current enquiry and the correlation derived by the correlation-deriving unit. A warning unit issues a warning when the operator is in the state of stagnation.

REFERENCES:
patent: 5006992 (1991-04-01), Skeirik
patent: 2007/0071222 (2007-03-01), Flockhart et al.
patent: 2000-253149 (2000-09-01), None
patent: 2001-109712 (2001-04-01), None
patent: 2003-309656 (2003-10-01), None
patent: 2004-252668 (2004-09-01), None
patent: 2005-293180 (2005-10-01), None
Japanese Office Action for corresponding Japanese Application 2006-343189; mailed May 19, 2009.
Japanese Office Action for corresponding Japanese application 2006-343189; issued Dec. 8, 2009.

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