Monitoring device, evaluation data selecting device, agent evaluation device, agent evaluation system, and program

An agent evaluation system comprising:

• a server for selecting evaluation data;
• and
• one or more client terminals,
• wherein the server selects voice data and/or its recognition data used in agent evaluation, by applying a selection operation corresponding to evaluation viewpoint information stored in an evaluation viewpoint storing unit from call logging data that includes at least the voice data obtained by monitoring utterance, the recognition data generated from the voice data by voice recognition, and correspondence relationship data between the voice data and its recognition data, and
• the client terminals play the voice data and/or display the recognition data, which are used in the agent evaluation, by applying an output operation corresponding to the evaluation viewpoint information stored in the evaluation viewpoint storing unit.

An agent evaluation system comprising:

• a customer's phone;
• an operator's phone;
• an operator device;
• a file server;
• an evaluation data selecting device;
• an evaluation viewpoint management device;
• and
• an agent evaluation device,
• wherein the operator device transmits call logging data, which includes at least voice data of a contact center obtained by monitoring conversation performed between a customer and an operator using the customer's phone and the operator's phone, recognition data generated from the voice data by voice recognition, and correspondence relationship data between the voice data and its recognition data, to the file server,
• the evaluation data selecting device selects the voice data and/or its recognition data used in agent evaluation, by applying a selection operation corresponding to evaluation viewpoint information stored in an evaluation viewpoint storing unit of the evaluation viewpoint management device, from the call logging data stored in the file server, and
• the agent evaluation device plays the voice data and/or displays the recognition data, which are selected by the evaluation data selecting device and used in the agent evaluation, by applying an output operation corresponding to the evaluation viewpoint information stored in the evaluation viewpoint storing unit of the evaluation viewpoint management device.

An agent evaluation system comprising:

• a server for selecting evaluation data;
• and
• one or more client terminals,
• wherein the server selects voice data and/or its recognition data used in agent evaluation, by applying a selection operation corresponding to evaluation viewpoint information stored in evaluation viewpoint storing means, from call logging data that includes at least the voice data obtained by monitoring utterance, the recognition data generated from the voice data by voice recognition, and correspondence relationship data between the voice data and its recognition data, and
• the client terminals play the voice data and/or display the recognition data, which are used in the agent evaluation, by applying an output operation corresponding to the evaluation view-point information stored in the evaluation viewpoint storing means.

An agent evaluation system comprising:

• a customer's phone;
• an operator's phone;
• an operator device;
• a file server;
• an evaluation data selecting device;
• an evaluation viewpoint management device;
• and
• an agent evaluation device,
• wherein the operator device transmits call logging data, which includes at least voice data of a contact center obtained by monitoring conversation performed between a customer and an operator using the customer's phone and the operator's phone, recognition data generated from the voice data by voice recognition, and correspondence relationship data between the voice data and its recognition data, to the file server,
• the evaluation data selecting device selects the voice data and/or its recognition data used in agent evaluation, by applying a selection operation corresponding to evaluation viewpoint information stored in evaluation viewpoint storing means of the evaluation viewpoint management device, from call logging data stored in the file server, and
• the agent evaluation device plays the voice data and/or displays the recognition data, which are selected by the evaluation data selecting device and used in the agent evaluation, by applying an output operation corresponding to the evaluation viewpoint information stored in the evaluation viewpoint storing means of the evaluation viewpoint management device.