OPERATOR MANAGEMENT SYSTEM AND METHOD IN CALL CENTER

PROBLEM TO BE SOLVED: To provide an operator management system in a call center where a call received at a front receiver based on the physical condition of an operator is transferred to a back receiver, and a break is directed to the operator based on the dealing time of the operator during transfe...

Ausführliche Beschreibung

Gespeichert in:

Bibliographische Detailangaben
1. Verfasser:	TSUDA JUNICHI
Format:	Patent
Sprache:	eng
Schlagworte:	CALCULATING COMPUTING COUNTING DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES DIAGNOSIS ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY HUMAN NECESSITIES HYGIENE IDENTIFICATION MEDICAL OR VETERINARY SCIENCE PHYSICS SURGERY SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR TELEPHONIC COMMUNICATION
Online-Zugang:	Volltext bestellen
Tags:	Tag hinzufügen Keine Tags, Fügen Sie den ersten Tag hinzu!

Beschreibung
Zusammenfassung:	PROBLEM TO BE SOLVED: To provide an operator management system in a call center where a call received at a front receiver based on the physical condition of an operator is transferred to a back receiver, and a break is directed to the operator based on the dealing time of the operator during transfer of the call. SOLUTION: A determining section 133 in a front receiver 1 determines whether the physical condition of an operator 100 detected by a sensor set 12 falls within the range of a threshold in a threshold information storage 15 or not, and a telephone transfer means 134 transfers the call to a back receiver 2 if the physical condition of the operator 100 exceeds the range of the threshold. An operator directing section 138 directs a break to the operator 100 if a judgment is made that the time when the operator 100 deals with a user during transfer of the call to the back receiver 2 is shorter than a predetermined permission time. COPYRIGHT: (C)2008,JPO&INPIT