Working skill estimating program
First Claim
1. A computer-readable medium encoded with a working skill estimating program for estimating working skills of an agent, the program, when executed by a computer, causing the computer to function as:
- a large category classifying unit to classify response records collected during a predetermined period into large categories according to predetermined classification rules based on topics of inquiries and responses recorded in the response records;
a small category generating unit to generate small categories by further classifying the response records belonging to each of the large categories according to a predetermined definition of similarity between individual response records;
a disturbance distinguishing unit to classify the response records belonging to each of the generated small categories into common response records that are produced constantly over time or disturbances whose frequency exhibits a significant time dependency; and
a skill estimating unit to select one of the large categories, extract the response records belonging to the selected large category while removing therefrom the response records of the small categories that the disturbance distinguishing unit has classified as disturbances, and estimate working skills of the agent in the selected large category, based on at least how many response records are extracted.
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Accused Products
Abstract
A working skill estimating program is provided for estimating working skills of each agent in the state of separating a disturbance factor from response records (incidents). A large category classifier is supplied with the incidents within a predetermined time and classifies the incidents according to classification rules, for creating the topic-classified incidents. A small category generator collects the analogous incidents for each task type of the topic-classified incidents and generates a small category. A disturbance distinguisher distinguishes if the incidents belonging to each small category are common response records that appear regularly over time or disturbances whose frequency exhibits a significant time dependency. Then, a skill estimator estimates the working skills of each agent for each task type by using only common incidents determined as the common information.
57 Citations
13 Claims
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1. A computer-readable medium encoded with a working skill estimating program for estimating working skills of an agent, the program, when executed by a computer, causing the computer to function as:
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a large category classifying unit to classify response records collected during a predetermined period into large categories according to predetermined classification rules based on topics of inquiries and responses recorded in the response records; a small category generating unit to generate small categories by further classifying the response records belonging to each of the large categories according to a predetermined definition of similarity between individual response records; a disturbance distinguishing unit to classify the response records belonging to each of the generated small categories into common response records that are produced constantly over time or disturbances whose frequency exhibits a significant time dependency; and a skill estimating unit to select one of the large categories, extract the response records belonging to the selected large category while removing therefrom the response records of the small categories that the disturbance distinguishing unit has classified as disturbances, and estimate working skills of the agent in the selected large category, based on at least how many response records are extracted. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11)
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12. A working skill estimating apparatus for estimating working skills of an agent, the apparatus comprising a computer with a storage unit which operates as:
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a large category classifying unit to classify response records which are collected during a predetermined period and stored in the storage unit of the computer into large categories according to predetermined classification rules based on topics of inquiries and responses recorded in the response records; a small category generating unit to generate small categories by further classifying the response records belonging to each of the large categories according to a predetermined definition of similarity between individual response records; a disturbance distinguishing unit to classify the response records belonging to each of the generated small categories into common response records that are produced constantly over time or disturbances whose frequency exhibits a significant time dependency; and a skill estimating unit to select one of the large categories, extract the response records belonging to the selected large category while removing therefrom the response records of the small categories that the disturbance distinguishing unit has classified as disturbances, and estimate working skills of the agent in the selected large category, based on at least how many response records are extracted.
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13. A working skill estimating method executed by a computer with a storage unit for estimating working skills of an agent, the method comprising:
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(a) classifying, by the computer, response records which are collected during a predetermined period and stored in the storage unit into large categories according to predetermined classification rules based on topics of inquiries and responses recorded in the response records; (b) generating, by the computer, small categories by further classifying the response records belonging to each of the large categories according to a predetermined definition of similarity between individual response records; (c) classifying, by the computer, the response records belonging to each of the generated small categories into common response records that are produced constantly over time or disturbances whose frequency exhibits a significant time dependency; and (d) selecting, by the computer, one of the large categories, extracting the response records belonging to the selected large category while removing therefrom the response records of the small categories that said classifying has classified as disturbances, and estimating working skills of the agent in the selected large category, based on at least how many response records are extracted.
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Specification