| 摘要 |
PROBLEM TO BE SOLVED: To provide a call center system, telephone conversation monitoring method, and program, capable of allowing a supervisor in a call center to preferentially monitor a telephone conversation of an operator who requires assistance.SOLUTION: A call center system includes: preference decision means for acquiring voice data of telephone conversation for each operator terminal, with which an operator is currently in a call, among a plurality of operator terminals, from a relay telephone circuit of relay means to decide the preference for monitoring by analyzing the voice data; preference holding means for holding the preference of each operator currently in a call; voice data holding means for holding voice data for each of the operator currently in a call in time-series order; and selection means for selectively extracting voice data from the voice data holding means to send the extracted voice data to a supervisor terminal, the voice data being extracted on the basis of, the preference held by the preference holding means for each of the operator currently in a call, an elapsed time from when the voice data is held by the voice data holding means, and data length of the voice data held by the voice data holding means. |
