Fujitsu Corporation

Takashi Yanase

Isao Namba

Hideki Yamanaka

Yoshio Nakao

Ryo Ochitani

Sachiko Onodera

Yusuke Komaba

Satoshi Shinpuku

A business process estimating method, apparatus, and program for estimating a process of a business transaction utilizing an information system. The business process estimating method includes specifying a non-operation interval for extracting an information system non-operation interval in accordance with an access log of access to the information system, thereby to specify a business process corresponding to the extracted information system non-operation interval and to specify the information system non-operation interval. The method also includes distributing a non-operation interval time period for distributing a time period of the information system non-operation interval, which has been specified in the specifying the non-operation interval as process time periods of previous and subsequent business processes respectively correlated with previous and subsequent information system non-operation intervals with respect to the information system non-operation interval.

Business process estimating program, business process estimating method, and business process estimating apparatus

A working skill estimating program is provided for estimating working skills of each agent in the state of separating a disturbance factor from response records (incidents). A large category classifier is supplied with the incidents within a predetermined time and classifies the incidents according to classification rules, for creating the topic-classified incidents. A small category generator collects the analogous incidents for each task type of the topic-classified incidents and generates a small category. A disturbance distinguisher distinguishes if the incidents belonging to each small category are common response records that appear regularly over time or disturbances whose frequency exhibits a significant time dependency. Then, a skill estimator estimates the working skills of each agent for each task type by using only common incidents determined as the common information.

Working skill estimating program

In a work skill estimating device, an item information receiving unit receives, as item information, duration information of each dealing sequence in a customer call. A dealing duration estimating unit estimates a dealing duration of an item based on the item information received. A work skill estimating unit estimates an operator's work skill based on the dealing duration estimated. A skill map creating unit creates a skill map to comprehend the operator's work skill estimated.

Method and device for estimating work skills, and computer product

A computer-readable recording medium having recorded therein agent training program in which when each agent has been performing an answer, agent identifier, and enquiry contents and contents of the answer are stored in a storage device. An enquiry pattern is extracted from enquiry contents. Respective agents' answers are evaluated, for each enquiry pattern, and by a model contents of the answer extraction section, contents of the answer of an agent with highest evaluation is extracted as model contents of the answer. The contents of the answer of a trainee agent and model contents of the answer are divided into predetermined phases, and corresponding phase of both are mutually compared to calculate ineptitude-degrees in respective phases of trainee agent. By specifying from the model contents of the answer, a range of contents of the answer containing therein at least one of the phases where the ineptitude-degree is high, and lasting predetermined time, and generating teaching material with these contents, teaching material specialized for the inept answers of respective agents is provided, and agent training support performed.

Computer-readable recording medium having recorded therein agent training support program, and agent training support method and agent training support apparatus

A user can efficiently obtain useful information by breaking down news information distributed in a form of electronic mail, magazines, etc., in units of articles, selecting from useful information from the broken-down articles, collecting the selected articles, re-editing the articles in a form of news information suited to be presented to a user and outputting the news information.

Device and method for presenting news information

In a questionnaire conducting apparatus, a questionnaire conducting section presents a questionnaire to a respondent terminal of a questionnaire respondent on a Web screen via a network. A questionnaire response collector collects responses to the questionnaire for analysis, and a questionnaire corrector corrects the questionnaire based on a result of collecting and analyzing the responses to the questionnaire. The questionnaire conducting section conducts a questionnaire to the questionnaire respondent based on the corrected questionnaire.

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Kawasaki, Japan

Takashi Yanase