Operator support device, operator assistance program and its recording medium, and operator support method

摘要

As well as displayed on the operator terminal information to assist the operator to call the customer call center, there is an operator support device to record the calls of customer and operator, operation items and operator conversation scenario with the tag to identify the call contents In addition to displaying the conversation scenario screen a conversation scenario corresponding to the operation of the operator with the cooperation control information storage unit which stores in association the door, the correspondence information stored in the cooperation control information storage unit, corresponding to the conversation scenario customer ID for identifying the conversation scenario information providing unit which identifies the tag, and passes the call control section along with the IP address of the operator terminal tags were identified, the customer ID from the corresponding IP address received from the conversation scenario information providing unit, the identified I and a call management unit for adding a tag to the call recording.