公开(公告)号：US08731176B2

公开(公告)日：2014-05-20

申请号：US14017890

申请日：2013-09-04

Applicant: Fujitsu Limited

Inventor： Naoto Kawashima ,  Naoto Matsudaira ,  Yuusuke Tounai ,  Hiroshi Yoshida ,  Shingo Hirono

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5175 ,  H04M3/2218 ,  H04M2201/40

Abstract: An operator evaluation support device includes a speech recording unit configured to record speech times of a customer and an operator during a telephone call; a superposition identifying unit configured to refer to the speech recording unit and identify a superposition speech, which is a speech of the operator that has started during a speech of the customer; a problematic superposition identifying unit configured to identify a problematic superposition speech among the superposition speeches, by comparing a sound quality of a speech of the customer that has started after the superposition speech with a standard sound quality; a call information creating unit configured to refer to the speech recording unit and create telephone call information indicating the identified problematic superposition speech during the telephone call; and a sending unit configured to send the created telephone call information to an administrator terminal used by an administrator evaluating the operator.

Abstract translation: 操作者评估支持装置包括：语音记录单元，被配置为在电话呼叫期间记录客户和操作者的语音时间; 叠加识别单元，被配置为参考语音记录单元，并且识别作为在客户的语音期间已经开始的操作者的语音的叠加语音; 通过将叠加语音之后开始的顾客的语音的声音质量与标准声音质量进行比较来确定叠加语音中的有问题的叠加语音的有问题的重叠识别单元; 呼叫信息创建单元，被配置为参考所述语音记录单元，并且在所述电话呼叫期间创建指示所识别的有问题的重叠语音的电话呼叫信息; 以及发送单元，被配置为将创建的电话呼叫信息发送到由管理员评估操作者使用的管理员终端。

公开(公告)号：US20140003598A1

公开(公告)日：2014-01-02

申请号：US14017733

申请日：2013-09-04

Applicant: FUJITSU LIMITED

Inventor： Naoto KAWASHIMA ,  Naoto Matsudaira ,  Yuusuke Tounai ,  Hiroshi Yoshida ,  Shingo Hirono

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/42221 ,  H04M2203/301 ,  H04M2203/401

Abstract: An operator evaluation support device includes a speech recording unit for recording speech times of a customer and an operator during a telephone call; a display recording unit for recording a display time during which a display screen is displayed during the telephone call on an operator terminal, in association with display screen identification information; a content recording unit for recording screen content information describing a content of the display screen, in association with the display screen identification information; and a providing unit for referring to the above units with respect to the telephone call, creating telephone call information indicating the speech time, the display time of the display screen, and the screen content information, and sending the telephone call information to an administrator terminal used by an administrator who is evaluating the operator.

Abstract translation: 操作员评估支持装置包括用于在电话呼叫期间记录客户和操作者的语音时间的语音记录单元; 显示记录单元，用于与显示屏幕识别信息相关联地在操作员终端上记录在电话呼叫期间显示显示屏幕的显示时间; 内容记录单元，用于与显示屏幕识别信息相关联地记录描述显示屏幕的内容的屏幕内容信息; 以及提供单元，用于参考上述单元相对于电话呼叫，创建指示语音时间的电话呼叫信息，显示屏幕的显示时间和屏幕内容信息，以及将电话呼叫信息发送到管理员终端 由评估操作员的管理员使用。