| 摘要 |
PROBLEM TO BE SOLVED: To provide an operator's operation support system which helps an operator who is in a fix during telephone answering to a customer at a call center. SOLUTION: The operator's operation support system is equipped with an operator terminal and a supporter terminal each composed of a computer, a means of managing telephone sets and the computers while making them correspond to users, a means of switching a line wire to a proper telephone set, a means of converting an operator's outgoing voice into digital voice data, a means of outputting degree of perplexity based on the digital voice data, a means of suitably displaying and outputting the degree of perplexity to the supporter terminal, a means of allowing the supporter to hear a telephone call voice of the operator telephone set, a means of making a plurality of supporting methods selectable and displaying them out on the operator terminal, and a means of making the operator terminal execute corresponding support processing when one of the supporting methods is selected. COPYRIGHT: (C)2007,JPO&INPIT
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