OPERATOR EVALUATION SUPPORT DEVICE, OPERATOR EVALUATION SUPPORT METHOD, AND STORAGE MEDIUM HAVING OPERATOR EVALUATION SUPPORT PROGRAM RECORDED THEREIN

摘要

The present invention addresses the problem of providing an operator evaluation support device capable of reducing the operations required for selecting client and operator speech, an operator evaluation support method, and a storage medium recording an operator evaluation support program, and is characterized by having: a speech logging means that logs the speech times of a client and an operator during a call; a display logging means that logs the display time that a display screen is displayed, in association with display screen identification data identifying the display screen displayed on an operator terminal; a content logging means that logs screen content data explaining the content of the display screen, in association with the display screen identification data for the display screen displayed on the operator terminal; a provision means that browses the speech logging means, the display logging means, and the content logging means and creates call data indicating the client and operator speech times, the display time for the display screen displayed on the operator terminal, and the screen content data corresponding to the display screen, and sends the call data and a voice file of the client and operator speech to a manager terminal; and a determination means that receives a client and operator speech selection included in the call data from the manager terminal and, if the selected speech is included within a prescribed time from the time that the display screen displayed on the operator terminal was switched, sets the selected speech and other speeches included in the prescribed time as replay speeches.