PROCESSOR, METHOD FOR PROCESSING, AND PROGRAM

To provide a processor, a method for processing, and a program which can increase the quality of responses of an operator in real time.SOLUTION: The present invention includes: a generation unit for generating a target time as a standard time required to execute a step being executed in a scenario i...

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Bibliographische Detailangaben
1. Verfasser:	MATSUMOTO NAOFUMI
Format:	Patent
Sprache:	eng ; jpn
Schlagworte:	CALCULATING COMPUTING COUNTING DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES ELECTRIC COMMUNICATION TECHNIQUE ELECTRICITY PHYSICS SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR TELEPHONIC COMMUNICATION
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Beschreibung
Zusammenfassung:	To provide a processor, a method for processing, and a program which can increase the quality of responses of an operator in real time.SOLUTION: The present invention includes: a generation unit for generating a target time as a standard time required to execute a step being executed in a scenario including a plurality of steps for responses of operators to customers, and also generating progress status management information including the time of start of the step; and a notification unit for notifying an operator identifier for identifying operators and a manager who supports operators of the progress status management information.SELECTED DRAWING: Figure 4 【課題】オペレータによる応対の品質向上をリアルタイムで行うことが可能な処理装置、処理方法およびプログラムを提供すること。【解決手段】顧客を応対するオペレータの応対に対応する複数のステップを含むシナリオの、現在実行中のステップの実行に要する標準的な時間である目標時間、および当該ステップを開始した開始時刻を含む進行状況管理情報を生成する生成部、進行状況管理情報を、オペレータを識別するオペレータ識別子とともにオペレータを支援する管理者に通知する通知部と、を含む。【選択図】図４