storage medium operator evaluation support apparatus, were recorded operator assistance program evaluation and operator evaluation support method

摘要

Operator evaluation support apparatus that can reduce an operation of selecting the utterance of the operator and the customer, and an object thereof is to provide a storage medium in which the operator evaluation support program and operator evaluation support method, and records the speech time of the operator and customers in a call and a display recording means in association with the identifying display screen identification information and speech recording device, a display screen displayed on the operator terminal, records the display time of the display screen is displayed, the display of the display screen displayed on the operator terminal The contents recording means for recording the screen content information in relation to the screen identification information, describing the contents of the display screen, speech recording unit, display recording device, and, by referring to the content recording device, the speech time of the operator and customer, operator and providing means for creating a call information indicating the screen contents information corresponding to the display screen and the display time of the display screen displayed on the terminal, to send the audio file of the utterance of the operator and the customer and the call information to the management terminal, the management When included within a predetermined time from the switching timing of the display screen displayed on the operator terminal utterance that accepts the selection of the utterance of the operator and the customer is included in the call information from the terminal, the selected, predetermined with the speech of the selected and characterized by having a determining means other speech included in time also determines the reproduction speech.