Method and device for estimating work skills, and computer product

• US 7,873,155 B2
• Filed: 07/14/2004
• Issued: 01/18/2011
• Est. Priority Date: 03/09/2004
• Status: Expired due to Fees

• Current Assignee: Fujitsu Limited
• Original Assignee: Fujitsu Limited
• Inventors: Yanase, Takashi, Yamanaka, Hideki, Namba, Isao
• Primary Examiner(s): Elahee; Md S
• Application Number:
  US10/891,175
• Publication Number:
  US 20050201546A1
• Time in Patent Office: 2,379 Days
• Field of Search: 37926501-2661, 379/215.01, 379/309, 705/11
• US Class Current: 379/265.05
• 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 to receive a call duration and an item processing duration for each of a plurality of items of each of a plurality of dealing sequences for a customer call, the call duration being spent for communication with a customer, the item processing duration being required for inputting dealing contents during the customer call, the customer call including said plurality of items, and each of the dealing sequences including a sequence from communication start, item processing start, communication end, and to item processing end per said each of the items;

a dealing duration estimating unit to estimate said call duration of said each of the items on an assumption that said each of the items within the customer call is independently dealt with in one customer call, based on said call duration and said item processing duration in a case where said each item is dealt with in said one customer call, and the item processing duration of each of the items, and estimate a dealing duration of each of the items by adding the estimated call duration to the item processing duration;

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

a skill map creating unit to create a skill map representing the estimated operator'"'"'s work skill.

2. 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 specified 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.

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

receiving a call duration and an item processing duration for each of a plurality of items of each of a plurality of dealing sequences for a customer call, the call duration being spent for communication with a customer, the item processing duration being required for inputting dealing contents during the customer call, the customer call including said plurality of items, and each of the dealing sequences including a sequence from communication start, item processing start, communication end, and to item processing end per said each of the items;

estimating said call duration of said each of the items on an assumption that said each of the items within the customer call is independently dealt with in one customer call, based on said call duration and said item processing duration in a case where said each item is dealt with in said one customer call, and the item processing duration of each of the items, and estimate a dealing duration of each of the items by adding the estimated call duration to the item processing duration;

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

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

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

receiving a call duration and an item processing duration for each of a plurality of items of each of a plurality of dealing sequences for a customer call, the call duration being spent for communication with a customer, the item processing duration being required for inputting dealing contents during the customer call, the customer call including said plurality of items, and each of the dealing sequences including a sequence from communication start, item processing start, communication end, and to item processing end per said each of the items;

estimating said call duration of said each of the items on an assumption that said each of the items within the customer call is independently dealt with in one customer call, based on said call duration and said item processing duration in a case where said each item is dealt with in said one customer call, and the item processing duration of each of the items, and estimate a dealing duration of each of the items by adding the estimated call duration to the item processing duration;

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

creating a skill map representing the estimated operator'"'"'s work skill; and

outputting the skill map.