Method and device for estimating work skills, and computer product

• US 20050201546A1
• Filed: 07/14/2004
• Published: 09/15/2005
• Est. Priority Date: 03/09/2004
• Status: Active Grant

• Current Assignee: Fujitsu Limited
• Original Assignee: Fujitsu Limited
• Inventors: Yanase, Takashi, Yamanaka, Hideki, Namba, Isao
• Granted Patent: US 7,873,155 B2
• Time in Patent Office: Days
• US Class Current: 379/265.120
• CPC Class Codes: G06Q 10/04 Forecasting or optimisation specially adapted for administrative or management purposes, e.g. linear programming or "cutting stock problem" market predictions or forecasting for commercial activities G06Q30/0202
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: H04M 3/36 Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

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.

Claims

1. A work skill estimating device comprising:

an item information receiving unit that receives, as item information, duration information of each dealing sequence in a customer call;

a dealing duration estimating unit that estimates a dealing duration of an item based on the item information received;

a work skill estimating unit that estimates an operator'"'"'s work skill based on the dealing duration estimated; and

a skill map creating unit that creates a skill map to comprehend the operator'"'"'s work skill estimated.

2. The work skill estimating device according to claim 1, wherein

the item information receiving unit receives an item processing duration as the duration information, wherein the item processing duration is required for inputting a call duration and dealing contents during the customer call, and

the dealing duration estimating unit estimates the dealing duration of each item while dealing with a plurality of items during the customer call, based on the call duration and the item processing duration when one item is dealt with in one the customer call, and the item processing duration of each item when a plurality of items are dealt with in one the customer call.

3. The work skill estimating device according to claim 1, wherein

the work skill estimating unit removes an item, whose dealing duration is equal to or more than a predetermined duration, from the items whose dealing duration is estimated, and thereafter, the work skill estimating unit estimates the operator'"'"'s work skill based on an average of the dealing duration that is calculated by estimating a dealing duration distribution model based on lognormal distribution.

4. A method for estimating work skill of operators, comprising:

receiving duration information, as item information, of each dealing sequence in a customer call;

estimating a dealing duration of an item based on the item information received;

estimating an operator'"'"'s work skill based on the dealing duration estimated; and

creating a skill map to comprehend the operator'"'"'s work skill estimated.

5. A computer program that includes instructions which, when executed, cause a computer to execute:

receiving, as item information, duration information of each dealing sequence in a customer call;

estimating a dealing duration of an item based on the item information received;

estimating an operator'"'"'s work skill based on the dealing duration estimated; and

creating a skill map to comprehend the operator'"'"'s work skill estimated.

6. A computer-readable recording medium that records therein a computer program that includes instructions which, when executed, cause a computer to execute:

receiving, as item information, duration information of each dealing sequence in a customer call;

estimating a dealing duration of an item based on the item information received;

estimating an operator'"'"'s work skill based on the dealing duration estimated; and

creating a skill map to comprehend the operator'"'"'s work skill estimated.