| 摘要 |
PROBLEM TO BE SOLVED: To appropriately deal with trouble or a complaint from a client by making a supervisor grasp communications between the client and an operator in real time in the situation where the supervisor simultaneously supervises a plurality of speeches for contents of speeches between clients and operators in a call center.SOLUTION: A server device makes a voice recognition device textize a speech that includes a predetermined keyword and is recorded for each extension number, and sends the textized speech to a supervisor terminal together with information on a speech state, an operator state and the like. The supervisor terminal displays the text including the predetermined keyword as a balloon for each operator correspondingly to the extension number on a seat diagram display window of operators. The speech state, the operator state and the like are also displayed. When the balloon of the speech is clicked, the server device makes the voice recognition device textize subsequent speeches, and the textized speeches are sent to the supervisor terminal and displayed.SELECTED DRAWING: Figure 11 |
