SYSTEM AND METHOD FOR MEASURING WORK INTENSITY OF COUNCELOR BASED ON CONTENTS OF COUNSELLING

SYSTEM AND METHOD FOR MEASURING WORK INTENSITY OF COUNCELOR BASED ON CONTENTS OF COUNSELLING

Provided are a system and method for measuring work intensity of a counselor based on content of counseling. The method for measuring work intensity by a server for measuring work intensity comprises the steps of: storing information on a counselor in charge, information on a counseling text, inform...

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Bibliographische Detailangaben
Hauptverfasser: KIM BYUNG JUNG, LEE YOUNG SOO, SEO YOUNG GYO, LIM JAE YONG
Format: Patent
Sprache:eng ; kor
Schlagworte:
CALCULATING
COMPUTING
COUNTING
DATA PROCESSING SYSTEMS OR METHODS, SPECIALLY ADAPTED FORADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORYOR FORECASTING PURPOSES
PHYSICS
SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE,COMMERCIAL, FINANCIAL, MANAGERIAL, SUPERVISORY OR FORECASTINGPURPOSES, NOT OTHERWISE PROVIDED FOR
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Beschreibung
Zusammenfassung:Provided are a system and method for measuring work intensity of a counselor based on content of counseling. The method for measuring work intensity by a server for measuring work intensity comprises the steps of: storing information on a counselor in charge, information on a counseling text, information on customer satisfaction, and information on a counseling note when the counseling is completed; extracting a plurality of factors based on the information on the designated counselor, the information on the counseling text, the information on the customer satisfaction, and the information on the counseling note; calculating scores for each factor; calculating a total score by summing the scores for each factor; and measuring work intensity of the counselor through the calculated total score. 상담 내용을 기반으로 한 상담사 업무강도 측정 시스템 및 방법이 제공된다. 상기 업무강도 측정 서버에 의한 업무강도 측정 방법은 상담이 완료되면, 담당 상담사 정보, 상담 텍스트 정보, 고객 만족도 정보 및 상담노트 정보를 저장하는 단계; 저장된 상담사 정보, 상담 텍스트 정보, 고객 만족도 정보 및 상담노트 정보를 기반으로 복수의 요인을 추출하는 단계; 각 요인별 점수를 계산하는 단계; 각 요인별 점수를 합하여 총점을 산출하는 단계; 및 산출된 총점을 통해 상담사의 업무 강도를 측정하는 단계;를 포함한다.