Method, apparatus, and computer product for computing skill value

Abstract

A skill-value computing apparatus classifies inquiries into groups of easy and difficult inquiries, and computes a total skill value of an agent by taking into account the difficulty level of each inquiry.

Description

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a schematic of a contact center according to an embodiment of the present invention;

FIG. 2 is a schematic for explaining hierarchical clustering;

FIG. 3A is a chart of distribution of time to respond to an easy incident;

FIG. 3B is a chart of distribution of time to respond to a difficult incident;

FIG. 4 is a schematic depicting the relation between the difficulty of the incidents and the rate of transfer;

FIG. 5 is a functional block diagram of a skill-value computing apparatus according to the embodiment of the present invention;

FIG. 6 is an example of the contents of a service classifying master shown in FIG. 5;

FIG. 7 is an example of the contents of an incident data shown in FIG. 5;

FIG. 8 is an example of the contents of an incident classifying data shown in FIG. 5;

FIG. 9 is an example of the contents of an evaluation target data shown in FIG. 5;

FIG. 10 is an example of the contents of a skill data shown in FIG. 5;

FIG. 11 is a flowchart of a process performed by the skill-value computing apparatus;

FIG. 12 is a flowchart of a service-based classification process shown in FIG. 11;

FIG. 13 is a flowchart of a content-based classification process shown in FIG. 11;

FIG. 14A is a flowchart of a difficulty-level-based classification process shown in FIG. 11;

FIG. 14B is a flowchart of a the difficulty-level-based classification process based on the response time;

FIGS. 15A and 15B are flowcharts of a skill value computing process shown in FIG. 11; and

FIG. 16 is a functional block diagram of a computer that executes a computer program for computing the skill value.

Claims

1. A computer-readable recording medium that stores therein a computer program that causes a computer to execute: classifying response data indicative of response made by an agent to an enquiry from a customer into first data corresponding to easy inquiries and second data corresponding to difficult inquiries;counting number of the easy inquiries and number of the difficult inquiries; andcomputing a total skill value of the agent based on a first skill value computed from the first data, a second skill value computed from the second data, and a ratio between the number of the easy inquiries and the number of the difficult inquiries.

2. The computer-readable recording medium according to claim 1, wherein the classifying includes grouping the response data based on similarity of contents of the inquiries, andclassifying the response data into the second data when number of other data with older date in the same similarity group is less than a threshold.

3. The computer-readable recording medium according to claim 1, wherein the classifying includes grouping the response data based on similarity of contents of the inquiries, andclassifying the response data into the second data when total response time of other data with older date in the same similarity group is less than a threshold value.

4. The computer-readable recording medium according to claim 1, wherein the computing includes computing the total skill value of an agent based on an average of the ratio of all the agents.

5. The computer-readable recording medium according to claim 1, wherein the computing includes computing the total skill value of an agent based on a standard deviation of the ratio of all the agents.

6. The computer-readable recording medium according to claim 1, wherein the computing includes reflecting number of inquiries that an agent transfers to another agent to the ratio as the number of difficult inquiries to compute the total skill value of the agent.

7. The computer-readable recording medium according to claim 4, wherein the computing includes reflecting number of inquiries that an agent transfers to another agent to the average of the ratio as the number of difficult inquiries to compute the total skill value of the agent.

8. The computer-readable recording medium according to claim 5, wherein the computing includes reflecting number of inquiries that an agent transfers to another agent to the standard deviation of the ratio as the number of difficult inquiries to compute the total skill value of the agent.

9. The computer-readable recording medium according to claim 1, further causing the computer to execute: classifying the response data into groups based on predetermined rules, whereinthe computing includes computing the skill value of the agent with respect to each of the groups.

10. A skill-value computing apparatus comprising: a classifying unit that classifies response data indicative of response made by an agent to an enquiry from a customer into first data corresponding to easy inquiries and second data corresponding to difficult inquiries;a counting unit that counts number of the easy inquiries and number of the difficult inquiries; anda computing unit that computes a total skill value of the agent based on a first skill value computed from the first data, a second skill value computed from the second data, and a ratio between the number of the easy inquiries and the number of the difficult inquiries.

11. The skill-value computing apparatus according to claim 10, wherein the classifying unit groups the response data based on similarity of contents of the inquiries, and classifies the response data into the second data when number of other data with older date in the same similarity group is less than a threshold.

12. The skill-value computing apparatus according to claim 10, wherein the classifying unit groups the response data based on similarity of contents of the inquiries, and classifies the response data into the second data when total response time of other data with older date in the same similarity group is less than a threshold value

13. The skill-value computing apparatus according to claim 10, wherein the computing unit computes the total skill value of an agent based on an average of the ratio of all the agents.

14. The skill-value computing apparatus according to claim 10, wherein the computing unit computes the total skill value of an agent based on a standard deviation of the ratio of all the agents.

15. A skill-value computing method comprising: classifying response data indicative of response made by an agent to an enquiry from a customer into first data corresponding to easy inquiries and second data corresponding to difficult inquiries;counting number of the easy inquiries and number of the difficult inquiries; andcomputing a total skill value of the agent based on a first skill value computed from the first data, a second skill value computed from the second data, and a ratio between the number of the easy inquiries and the number of the difficult inquiries.

16. The skill-value computing method according to claim 15, wherein the classifying includes grouping the response data based on similarity of contents of the inquiries, andclassifying the response data into the second data when number of other data with older date in the same similarity group is less than a threshold.

17. The skill-value computing method according to claim 15, wherein the classifying includes grouping the response data based on similarity of contents of the inquiries, andclassifying the response data into the second data when total response time of other data with older date in the same similarity group is less than a threshold value.

18. The skill-value computing method according to claim 15, wherein the computing includes computing the total skill value of an agent based on an average of the ratio of all the agents.

19. The skill-value computing method according to claim 15, wherein the computing includes computing the total skill value of an agent based on a standard deviation of the ratio of all the agents.