| 摘要 |
<p><P>PROBLEM TO BE SOLVED: To provide an operator support method by which a relation among a dialog in customer reception, picture operation, and retrieval operation is verified, and to provide an operator support system which functions as a device achieving the operator support method, and to provide a relation display program making a computer function as a device equivalent to the operator support system. <P>SOLUTION: In a history information management device 80 in a call center system, when voice data, key input log data, and retrieval operation log data are recorded on a voice information storage device 50 and log information storage device 70, a significant feature portion is extracted as feature portion information from each data so as to generate connection definition information defining so that the extracted feature portion information may be associated with each other. Meanwhile, the history information storage device 80 receives information specifying any connection definition information from terminal equipment 90 for a manager and classifies the feature portion information on an event basis and makes a display device 90c display a time sequence-displayed picture P2 for analysis. <P>COPYRIGHT: (C)2006,JPO&NCIPI</p> |
