JP2014086942A - Telephone answering evaluation system, telephone answering evaluation method, voice evaluation device, incident management device and program - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide a telephone answering evaluation system capable of selecting voices for which an instruction for improvement is required, a telephone answering evaluation method and a program.SOLUTION: The telephone answering evaluation system for evaluating answers to telephone calls comprises: a terminal for an operator which transmits voice data from the start of answering telephone calls by the operators to the end of answering; a telephone call recording device for generating and storing voice files recording therein the voice data from the terminal for the operator; and a voice evaluation device which acquires a non-evaluated voice file from the telephone call recording device, discriminates the acquired non-evaluated voice file on the basis of an evaluation condition registered beforehand, generates voice evaluation information including a discrimination result, and storing the corresponding voice file in the telephone call recording device while relating the voice evaluation information to the voice file.

Description

  The present invention relates to a telephone correspondence evaluation system, a telephone correspondence evaluation method, a voice evaluation apparatus, an incident management apparatus, and a program, and in particular, a telephone correspondence evaluation that analyzes a voice information of an operator at the time of telephone correspondence and evaluates the telephone correspondence of the operator. The present invention relates to a system, a telephone response evaluation method, a voice evaluation device, an incident management device, and a program.

  In the call center, an instructor called a supervisor (hereinafter referred to as “SV”) provides improvement guidance to the operator's telephone response in order to improve the quality of the operator's telephone response. In the improvement guidance, a voice file is created by recording the voice of the operator at the time of answering the telephone using the telephone recording device, and the created voice file is played back later, and the SV confirms and evaluates the contents of the voice file. Thus, improvement guidance is given to an operator who answers the telephone.

JP 2005-252845 A

  The following analysis is given by the inventor.

  In the confirmation and evaluation work of the contents of the audio file by SV, it is not known which telephone correspondence is the target of improvement instruction. Therefore, SV plays all the audio files, and confirms and evaluates the contents. Had to look for the file. For this reason, it takes an enormous amount of time to confirm and evaluate the contents of the audio file, which is a burden on the SV.

  By the way, as a system related to telephones, the contents of telephone calls received from customers (customers) are stored in a voice database, and the CS (Customer Satisfaction) level for each customer is judged by analyzing the stored contents. There is a CTI (Computer Telephony Integration) system (see Patent Document 1). In this CTI system, it is possible to measure the tone level of a voice, measure the volume of a voice, extract keywords by voice recognition, but select the voice that needs improvement guidance. Due to the lack of functions, the work burden on the SV could not be reduced.

  A main object of the present invention is to provide a telephone correspondence evaluation system, a telephone correspondence evaluation method, a voice evaluation apparatus, an incident management apparatus, and a program that can contribute to selecting voices that need improvement guidance.

  According to a first aspect of the present invention, there is provided a telephone correspondence evaluation system for evaluating telephone reception, the operator terminal transmitting voice data from the start to the end of the operator telephone reception, and the operator terminal A telephone recording device that generates and stores a voice file in which voice data is recorded, and acquires an unevaluated voice file from the telephone recording device, and the acquired unevaluated voice file is based on a pre-registered evaluation condition. A voice evaluation apparatus that generates voice evaluation information including the determination result, and stores the voice evaluation information in association with a voice file in the corresponding telephone recording apparatus.

  According to a second aspect of the present invention, there is provided a telephone response evaluation method for evaluating telephone reception, the step of transmitting voice data from the start to the end of the telephone reception of the operator at the operator terminal, and the telephone recording apparatus, Generating and storing a voice file in which the voice data from the operator terminal is recorded; and in the voice evaluation device, obtaining an unevaluated voice file from the telephone recording device; Determining a file based on a pre-registered evaluation condition, generating voice evaluation information including a determination result, and storing the voice evaluation information in association with a voice file in the corresponding telephone recording device; It is characterized by including.

  According to a third aspect of the present invention, there is provided a voice evaluation apparatus for evaluating telephone reception, wherein an unevaluated voice file is acquired from a telephone recording apparatus, and the acquired unevaluated voice file is subjected to a pre-registered evaluation condition. The voice evaluation information including the determination result is generated based on the determination result, and the voice evaluation information is stored in association with the voice file in the corresponding telephone recording apparatus.

  In a fourth aspect of the present invention, an incident management device that manages the contents of a telephone response as an incident, the voice not stored in the incident management device among the voice identification IDs stored in the telephone recording device When the identification ID exists, the operator terminal related to the corresponding person ID corresponding to the voice management ID is requested to input an incident, the contents of the incident input at the operator terminal are acquired, and the voice Voice evaluation information corresponding to the voice management ID is acquired from the evaluation device, and incident management information including the acquired content of the incident and the voice management ID of the voice evaluation information is generated and stored. To do.

  According to a fifth aspect of the present invention, there is provided a program for evaluating telephone reception, wherein a voice evaluation apparatus acquires an unevaluated voice file from a telephone recording apparatus, and the voice evaluation apparatus A step of determining a voice file for evaluation based on pre-registered evaluation conditions; a step of generating voice evaluation information including a determination result in the voice evaluation device; and the corresponding telephone recording in the voice evaluation device. And storing the voice evaluation information in association with the voice file in the apparatus.

  According to a sixth aspect of the present invention, there is provided a program for managing the contents of a telephone response as an incident, the incident management apparatus storing the voice identification ID stored in the telephone recording apparatus in the incident management apparatus. If there is an unidentified voice identification ID, the step of requesting the operator terminal related to the corresponding person ID corresponding to the voice management ID to input an incident, and the content of the incident input at the operator terminal A step of acquiring, a step of acquiring voice evaluation information corresponding to the voice management ID from the voice evaluation device, a content of the acquired incident, and incident management information including the voice management ID of the voice evaluation information. Generating and storing .

  According to the present invention, the voice evaluation device performs voice evaluation on the voice file recorded by the telephone recording device, thereby dramatically reducing the man-hours for searching the voice file that is the target of the telephone improvement instruction by the SV. It is possible to improve the quality of continuous call reception at the call center.

It is the block diagram which showed typically the structure of the telephone corresponding | compatible evaluation system which concerns on Embodiment 1 of this invention. It is the flowchart figure which showed typically operation | movement of the telephone corresponding | compatible evaluation system which concerns on Embodiment 1 of this invention. It is the block diagram which showed typically the structure of the telephone corresponding | compatible evaluation system which concerns on Embodiment 2 of this invention. It is the block diagram which showed typically the structure at the time of the telephone correspondence in the telephone correspondence evaluation system which concerns on Embodiment 2 of this invention. It is the block diagram which showed typically the structure at the time of the audio | voice evaluation in the telephone corresponding | compatible evaluation system which concerns on Embodiment 2 of this invention. It is the block diagram which showed typically the structure at the time of the incident management information creation in the telephone corresponding | compatible evaluation system which concerns on Embodiment 2 of this invention. It is the schematic diagram which showed the structure of the telephone corresponding information in the database of the telephone recording apparatus of the telephone corresponding evaluation system which concerns on Embodiment 2 of this invention. It is the schematic diagram which showed the structure of the audio | voice evaluation information in the database of the audio | voice evaluation apparatus of the telephone corresponding | compatible evaluation system which concerns on Embodiment 2 of this invention. It is the schematic diagram which showed the structure of the incident management information in the database of the incident management apparatus of the telephone corresponding evaluation system which concerns on Embodiment 2 of this invention. It is the flowchart figure which showed typically the operation | movement at the time of telephone correspondence in the telephone correspondence evaluation system which concerns on Embodiment 2 of this invention. It is the flowchart figure which showed typically the operation | movement at the time of the audio | voice evaluation in the telephone corresponding | compatible evaluation system which concerns on Embodiment 2 of this invention. It is the flowchart figure which showed typically the operation | movement at the time of incident management information creation in the telephone corresponding | compatible evaluation system which concerns on Embodiment 2 of this invention.

[Embodiment 1]
A telephone correspondence evaluation system according to Embodiment 1 of the present invention will be described with reference to the drawings. FIG. 1 is a block diagram schematically showing the configuration of a telephone-compatible evaluation system according to Embodiment 1 of the present invention.

  The telephone-corresponding evaluation system 1 is a system for recording and evaluating voices (call contents) related to telephone reception by an operator at a call center or the like. The telephone correspondence evaluation system 1 includes a telephone recording device 10, a voice evaluation device 20, and an operator terminal 40.

  The telephone recording apparatus 10 is an apparatus that centrally manages an audio file in which audio data related to telephone reception from the operator terminal 40 is recorded. The telephone recording device 10 has a function of generating a voice file in which voice data from the start to the end of the telephone reception from the operator terminal 40 is recorded. The telephone recording device 10 has a function of measuring a call start time, a call end time, and a call time when generating an audio file. The telephone recording device 10 generates telephone correspondence information including a voice management ID, a corresponding person ID, a telephone call start time, a telephone call end time, a telephone call time, etc. from the operator terminal 40 regarding telephone correspondence for the generated voice file. It has the function to do. The telephone recording device 10 has a function of storing telephone correspondence information in association with an audio file.

  The voice evaluation device 20 is a device that evaluates voice data of a voice file acquired from the telephone recording device 10. The voice evaluation device 20 has a function of searching for an unevaluated voice file in the telephone recording device 10. The voice evaluation device 20 has a function of requesting the telephone recording device 10 for an unevaluated voice file when there is an unevaluated voice file as a result of the search. The voice evaluation device 20 has a function of acquiring an unevaluated voice file from the telephone recording device 10. The voice evaluation device 20 has a function of determining the acquired voice file based on pre-registered evaluation conditions (conditions including voice evaluation keywords and environmental conditions). In the determination, the voice evaluation device 20 determines whether or not the voice data includes a word that is the same as or similar to the keyword, and determines whether or not the voice data meets environmental conditions. The voice evaluation device 20 has a function of generating voice evaluation information including a determination result. The voice evaluation device 20 has a function of storing voice evaluation information in association with a voice file in the corresponding telephone recording device 10. The voice evaluation device 20 has a function of discarding a voice file in the voice evaluation device 20 after the voice evaluation is finished. Here, as a method for determining whether or not a keyword is included in the audio data, a determination is made using a known pattern matching method, or a difference between two values for comparing audio signals at predetermined time intervals is taken. For example, squaring and determining whether or not the sum is equal to or less than a predetermined value may be used. The environmental condition is a condition that defines a pattern such as voice intonation, frequency change, and intensity change.

  The operator terminal 40 is a terminal used by the operator. The operator terminal 40 has a function of transmitting voice data from the start to the end of telephone reception to the telephone recording apparatus 10. The operator terminal 40 has a function of transmitting a corresponding person ID (operator identification information) to the telephone recording device 10 when responding to a telephone call. The operator terminal 40 may have a telephone function capable of communicating with a customer's telephone (which may be a terminal having a telephone function), and does not have a telephone function and communicates with an external telephone (not shown). It may be connected as possible. Moreover, the operator terminal 40 may exist not only in the telephone corresponding | compatible evaluation system 1, but in multiple numbers.

  Next, the operation (telephone correspondence evaluation method) of the telephone correspondence evaluation system according to Embodiment 1 of the present invention will be described with reference to the drawings. FIG. 2 is a flowchart schematically showing the operation of the telephone correspondence evaluation system according to Embodiment 1 of the present invention.

  First, the operator terminal 40 transmits the voice data from the start to the end of the telephone reception and the corresponding person ID to the telephone recording device 10 (step A1).

  Next, the telephone recording device 10 generates a voice file in which voice data from the start to the end of the telephone reception from the operator terminal 40 is recorded (step A2).

  Next, the telephone recording device 10 handles the generated voice file including a voice management ID from the operator terminal 40 for handling the telephone, a corresponding person ID, a call start time, a call end time, a call time, and the like. Information is stored in association with each other (step A3).

  Next, the voice evaluation device 20 searches for an unevaluated voice file in the telephone recording device 10 (step A4). It should be noted that the voice evaluation device 20 may search for an unevaluated voice file every predetermined time.

  Next, when there is an unevaluated audio file as a result of the search, the audio evaluation device 20 requests the unevaluated audio file from the telephone recording device 10 (step A5). If there is no unevaluated audio file, the process ends and waits for the next search.

  Next, the telephone recording apparatus 10 receives the request for the unevaluated voice file, and transmits the unevaluated voice file to the voice evaluation apparatus 20 (step A6).

  Next, the voice evaluation device 20 acquires an unevaluated voice file from the telephone recording device 10 based on evaluation conditions (conditions including keywords and environmental conditions related to voice evaluation) registered in advance. It is determined whether or not a keyword is included in the sound data of the sound file, and it is determined whether or not the sound data satisfies environmental conditions (step A7).

  Next, the voice evaluation device 20 stores the voice evaluation information including the determination result based on each determination in association with the voice file in the corresponding telephone recording device 10 (step A8).

  Finally, the voice evaluation device 20 discards the voice file in the voice evaluation device 20 for which voice evaluation has been completed (step A9). As a result, the SV refers to the voice evaluation in the voice evaluation device 20, listens to the voice data of the voice file in the telephone recording device 10 that needs improvement guidance, and performs improvement guidance for the telephone.

  According to the first embodiment, it is possible to dramatically reduce the man-hours for searching an audio file that is an object of telephone improvement guidance by SV, and it is possible to continuously improve the quality of telephone reception at a call center.

[Embodiment 2]
A telephone correspondence evaluation system according to Embodiment 2 of the present invention will be described with reference to the drawings. FIG. 3 is a block diagram schematically showing the configuration of the telephone-compatible evaluation system according to Embodiment 2 of the present invention. FIG. 4 is a block diagram schematically showing a configuration at the time of telephone correspondence in the telephone correspondence evaluation system according to Embodiment 2 of the present invention. FIG. 5 is a block diagram schematically showing a configuration at the time of voice evaluation in the telephone-compatible evaluation system according to the second embodiment of the present invention. FIG. 6 is a block diagram schematically showing a configuration at the time of creating incident management information in the telephone correspondence evaluation system according to Embodiment 2 of the present invention. FIG. 7 is a schematic diagram showing the configuration of the telephone correspondence information in the database of the telephone recording device of the telephone correspondence evaluation system according to Embodiment 2 of the present invention. FIG. 8 is a schematic diagram showing the structure of the voice evaluation information in the database of the voice evaluation device of the telephone-compatible evaluation system according to Embodiment 2 of the present invention. FIG. 9 is a schematic diagram showing the configuration of incident management information in the database of the incident management apparatus of the telephone response evaluation system according to Embodiment 2 of the present invention.

  The telephone-corresponding evaluation system 1 is a system that records and evaluates voice (call contents) related to telephone reception by an operator at a call center or the like (see FIG. 3). The telephone correspondence evaluation system 1 includes a telephone recording device 10, a voice evaluation device 20, an incident management device 30, an operator terminal 40, an SV terminal 50, a telephone 60, and a network 70.

  The telephone recording device 10 is a device that centrally manages a voice file in which voice data related to telephone reception from the operator terminal 40 is recorded (see FIGS. 3 to 6). The telephone recording apparatus 10 is a computer that operates based on a predetermined program (such as a management application and an audio file generation program). By executing the predetermined program, the management unit 11, the audio file generation unit 12, and the transfer The unit 13 and the storage unit 14 are realized.

  The management unit 11 is a functional unit that manages voice files and telephone correspondence information. The management unit 11 has a function of acquiring a caller number (telephone number of a call partner) and a responder ID (operator identification information) related to a call from the operator terminal 40 when the call is handled (see FIG. 4). . The management unit 11 has a function of assigning a unique audio management ID to each audio file generated by the audio file generation unit 12 when handling a telephone. The management unit 11 has a function of associating and storing the corresponding voice file and voice management ID in the storage unit 14 when handling a call. The management unit 11 has a function of measuring a call start time, a call end time, and a call time when the voice file generation unit 12 generates a voice file when handling a call. The management unit 11 stores the corresponding telephone correspondence information (see FIG. 7) including a voice management ID, a caller number, a corresponding person ID, a call start time, a call end time, a call time, and the like corresponding to the telephone. Has a function of saving in the database 14a.

  The management unit 11 receives a request for an unevaluated voice file from the voice evaluation device 20 via the transfer unit 13 at the time of voice evaluation, so that the corresponding unevaluated voice file and the voice management ID are transferred to the transfer unit 13. Through the voice evaluation device 20 (see FIG. 5).

  The voice file generation unit 12 is a functional unit that generates a voice file that records voice data from the start to the end of a telephone reception (call) input from the operator terminal 40 via the transfer unit 13 when the telephone is supported. Yes (see FIG. 4).

  The transfer unit 13 is a functional unit that transfers audio data and audio files (FIGS. 4 and 5). The transfer unit 13 has a function of transferring telephone answering voice data from the operator terminal 40 to the voice file generating unit 12 when handling a telephone (see FIG. 4). The transfer unit 13 has a function of transferring an audio file to the audio evaluation device 20 (see FIG. 5). For example, the transfer unit 13 may transfer using FTP (File Transfer Protocol).

  The storage unit 14 is a functional unit that stores predetermined information. The storage unit 14 stores an audio file. The storage unit 14 has a database 14a and stores telephone correspondence information (see FIG. 7) in the database 14a in association with an audio file.

  The voice evaluation device 20 is a device that analyzes and evaluates voice data of a voice file acquired from the telephone recording device 10 (see FIGS. 3, 5, and 6). The voice evaluation device 20 is a computer that operates based on a predetermined program (a management application, a voice evaluation program, a voice analysis program, or the like). By executing the predetermined program, the management unit 21, the voice evaluation unit 22, A voice analysis unit 23, a transfer unit 24, and a storage unit 25.

  The management unit 21 is a functional unit that manages the evaluation conditions (conditions including keywords related to voice evaluation, environmental conditions, and exclusion conditions) (see FIGS. 5 and 6). The management unit 21 has a function of acquiring evaluation conditions from the SV terminal 50 and registering the acquired evaluation conditions in the storage unit 25. Here, the evaluation condition is a condition that is a criterion for determining that the improvement guidance is necessary when the SV is reproducing the audio file and evaluating the content.

  The voice evaluation unit 22 is a functional unit that manages voice evaluation information obtained by evaluating voice data of a voice file (see FIGS. 5 and 6). The voice evaluation unit 22 has a function of searching for an unevaluated voice file (for example, when voice evaluation information is not registered in the database 25a) in the database 14a of the telephone recording device 10 at the time of voice evaluation (see FIG. 5). If there is an unevaluated voice file as a result of the search, the voice evaluation unit 22 instructs the voice analysis unit 23 to perform voice analysis of the unevaluated voice file. The voice evaluation unit 22 has a function of acquiring a determination result based on each determination in the voice analysis unit 23. The voice evaluation unit 22 has a function of generating an evaluation code that is comprehensively evaluated based on the acquired determination result. The voice evaluation unit 22 has a function of assigning an evaluation management ID to the evaluation code. The voice evaluation unit 22 has a function of storing voice evaluation information (see FIG. 8) including a corresponding evaluation management ID, voice management ID, evaluation code, and the like in the database 25a of the storage unit 25. The voice evaluation unit 22 has a function of discarding a voice file in the voice analysis unit 23 that has been evaluated.

  Here, as an evaluation code, for example, 1: no problem, 2: confirmation required (keyword NG), 3: confirmation necessary (environmental condition NG), 4: immediate confirmation (keyword & environmental condition NG), 5: evaluation exclusion (See FIG. 8).

  The voice evaluation unit 22 transmits a corresponding voice evaluation information to the incident management apparatus 30 by receiving a request for voice evaluation information corresponding to a new voice file from the incident management apparatus 30 when the incident management information is created. It has a function (see FIG. 6).

  The voice analysis unit 23 analyzes and determines whether or not the voice data of the acquired voice file satisfies the evaluation conditions (conditions including voice evaluation keywords, environmental conditions, and exclusion conditions) registered in the storage unit 25 in advance. It is a functional part to do. The voice analysis unit 23 receives an instruction to perform voice analysis of the unevaluated voice file from the voice evaluation unit 22, and thereby sends the instructed unevaluated voice file to the telephone recording device 10 via the transfer unit 24. Has the required function. The voice analysis unit 23 has a function of acquiring an unevaluated voice file and a voice management ID from the telephone recording device 10 via the transfer unit 24. The voice analysis unit 23 determines whether or not the voice data of the acquired voice file satisfies the exclusion condition, determines whether or not the voice data includes a word that is the same as or similar to the keyword, and the voice It has a function of determining whether data meets environmental conditions. The voice analysis unit 23 has a function of passing the determination result to the voice evaluation unit 22.

  Here, as a method for determining whether or not the speech data includes a word that is the same or similar to the keyword, there are two methods for determining using a known pattern matching method or comparing speech signals at predetermined time intervals. For example, the difference between the values is squared and it is determined whether or not the sum is equal to or less than a predetermined value. The environmental condition is a condition that defines a pattern such as voice intonation, frequency change, and intensity change. Furthermore, for example, in order to exclude voice data from telephones of departments or parties concerned, for example, telephone numbers, voices, voiceprints, etc. from departments or persons concerned can be set.

  The transfer unit 24 is a functional unit that transfers an audio file (see FIG. 5). The transfer unit 24 has a function of transferring a voice file from the telephone recording device 10 to the voice analysis unit 23. For example, the transfer unit 24 may transfer using FTP (File Transfer Protocol).

  The storage unit 25 is a functional unit that stores predetermined information. The storage unit 25 stores evaluation conditions. The storage unit 25 includes a database 25a, and the voice evaluation information (see FIG. 8) is stored in the database 25a in association with the voice file.

  Note that the voice evaluation device 20 may be used without being linked to the incident management device 30. For example, when monitoring for quality improvement at an in-house inquiry window or the like that does not require the use of the incident management device 30, only the telephone recording device 10 and the voice evaluation device 20 may be introduced. The telephone recording device 10 has a WEB portal screen for recording reproduction, and voice evaluation information (evaluation flag) acquired from the voice evaluation device 20 can be displayed on the WEB portal screen. Thereby, it can be easily confirmed which voice file has the complaint.

  The incident management device 30 is a device that records and manages the content of telephone reception as an incident (event) (see FIGS. 3 and 6). The incident management device 30 automatically records the response contents at the time of answering a telephone call as an incident (event), and / or records (inputs) an incident (event) as an incident and creates a database. Each incident that has been converted into data can be viewed. The information recorded as an incident is telephone respondent information (information of the respondent and the respondent. The operator may input manually, or the attendant is automatically determined from the terminal information handled by the operator, and prepared separately. It is also possible to automatically obtain from the database in which various information of the responders and the responders linked to the responders is recorded. The terminal 40 may be used for determination based on the identification number assigned to the operator terminal 40, or when the operator terminal 40 is used, the operator information is input by login or the like. Phone inquiry information (using the well-known phone number notification function to obtain the customer's phone number, and the phone number and various customer information are linked) Customer information may be obtained from the obtained telephone number using a recorded database.), Inquiry reception time (response start time, response end time, response time, etc.) The operator may input manually. The terminal information handled by the operator may automatically pass this information to the incident management device.), Inquiry content (input by the operator), response content (input by the operator), response time ( (The operator may input manually, or it may be obtained by voice recognition of a keyword or the like, determining that it is a response time, and integrating it.) is there. When each operator records (inputs) an incident, the management unit 31 of the incident management apparatus 30 can view all incidents handled by the center.

  The incident management device 30 is a computer that operates based on a predetermined program (management application, etc.), and implements a management unit 31 and a storage unit 32 by executing the predetermined program.

  The management unit 31 is a functional unit that manages incident management information (see FIG. 6). The management unit 31 has a function of designating items to be displayed according to account (authority. Authority to distinguish between operator and SV, which may be determined by a corresponding person ID or password required when starting the management unit 31). Have The management unit 31 has a function of creating one incident management information for one voice file in cooperation with the telephone recording device 10. The management unit 31 has a function of searching for a new audio file (for example, when the corresponding incident management information is not registered in the database 32a) in the database 14a of the telephone recording device 10. When there is a new voice file in the database 14 a of the telephone recording device 10, the management unit 31 corresponds to the corresponding operator terminal 40 based on the response ID of the telephone correspondence information corresponding to the voice file owned by the telephone recording device 10. The screen may have a function of displaying an incident screen. As a result, during the telephone reception, the operator can record the response contents during the telephone reception as an incident (event). When the management unit 31 obtains an incident (acceptance time, caller number, customer name, response content input on the incident screen) from the operator terminal 40, the voice corresponding to the new voice file is sent to the voice evaluation device 20. It has a function of requesting evaluation information and acquiring voice evaluation information corresponding to a new voice file from the voice evaluation device 20. The management unit 31 has a function of generating incident management information (see FIG. 9) in which a voice management ID, a responder ID, a reception time, a caller number, a customer name, a corresponding content, and an evaluation code are written. The management unit 31 has a function of assigning a unique incident management ID to incident management information. The management unit 31 has a function of registering the created incident management information (see FIG. 9) in the database 32a of the storage unit 32.

  The storage unit 32 is a functional unit that stores predetermined information (see FIG. 6). The storage unit 32 includes a database 32a, and stores incident management information (see FIG. 9) in the database 32a in association with voice files, telephone correspondence information, and voice evaluation information.

  The operator terminal 40 is a terminal used by the operator (see FIGS. 3, 4, and 6). The operator terminal 40 is a computer that operates based on a predetermined program (browser, telephone application, etc.). By executing the predetermined program, the browsing function unit 41, the transfer unit 42, the telephone function unit 43, and the like. Have. In addition, the operator terminal 40 may exist not only in the telephone corresponding | compatible evaluation system 1, but in multiple numbers.

  The browsing function unit 41 is a function unit for browsing data and information from the outside (see FIGS. 4 and 6). The browsing function unit 41 has a function of displaying data and information on a display unit (not shown) of the operator terminal 40. The browsing function unit 41 has a function of transmitting data and information input / set by the operator to the outside.

  The transfer unit 42 is a functional unit that transfers audio data (see FIG. 4). The transfer unit 42 has a function of transferring voice data for telephone reception from the telephone function unit 43 to the telephone recording device 10 when the telephone is supported. The transfer unit 42 may transfer using, for example, FTP (File Transfer Protocol).

  The telephone function unit 43 is a functional unit that transmits voice data from the start to the end of telephone reception from the telephone 60 to the telephone recording device 10 via the transfer unit 42. The telephone function unit 43 converts the audio signal from the telephone 60 into audio data such as a WAV format, and transmits the converted audio data to the telephone recording device 10 via the transfer unit 42. The telephone function unit 43 has a function of transmitting a responder ID (operator identification information) to the telephone recording apparatus 10 via the transfer unit 42 when handling a telephone call.

  The SV terminal 50 is a terminal used by the SV (see FIGS. 3, 5, and 6). The SV terminal 50 is a computer that operates based on a predetermined program (browser or the like), and has a browsing function unit 51 by executing the predetermined program.

  The browsing function unit 51 is a function unit for browsing data and information from the outside (see FIGS. 5 and 6). The browsing function unit 51 has a function of displaying data and information on a display unit (not shown) of the SV terminal 50. The browsing function unit 51 has a function of transmitting data and information input / set by the SV to the outside. The browsing function unit 51 has a function of transmitting evaluation conditions including keywords and environmental conditions related to voice evaluation set by the SV to the voice evaluation device 20.

  The telephone 60 is a communication device having a call function unit 61 that allows an operator to call a customer. The telephone 60 is communicably connected to a customer's telephone (not shown) and is communicably connected to the operator terminal 40. The telephone 60 may be connected to the operator terminal 40 by, for example, a USB (Universal Serial Bus) or the like. The telephone 60 has a function of outputting voice data from the start to the end of telephone reception to the operator terminal 40.

  The network 70 is a communication network that connects the telephone recording device 10, the voice evaluation device 20, the incident management device 30, the operator terminal 40, and the SV terminal 50 so that they can communicate with each other. For example, a LAN (Local Area Network) can be used as the network 70.

  Next, the operation (telephone correspondence evaluation method) of the telephone correspondence evaluation system according to Embodiment 2 of the present invention will be described with reference to the drawings. FIG. 10 is a flowchart schematically showing the operation at the time of telephone correspondence in the telephone correspondence evaluation system according to Embodiment 2 of the present invention. FIG. 11 is a flowchart schematically showing an operation at the time of voice evaluation in the telephone-compatible evaluation system according to the second embodiment of the present invention. FIG. 12 is a flowchart schematically showing an operation at the time of creating incident management information in the telephone correspondence evaluation system according to Embodiment 2 of the present invention.

[Operation when responding to telephone calls] (See Fig. 10)
In response to a telephone call, the operator terminal 40 logs on to the telephone recording device 10 in advance by an operator's operation (step B1), and the telephone recording device 10 prepares for recording by logging on from the operator terminal 40. (Step B2) and waits for an incoming call from the telephone 60. Note that the operator terminal 40 transmits a corresponding person ID to the telephone recording device 10 when logging on.

  When there is an incoming call from the telephone set 60, the telephone set 60 detects that the handset has been lifted by the operator (it is possible to detect other call start operations) as a telephone reception start condition (step B3). If the incoming call stops without raising the handset, the process ends.

  Next, the telephone 60 transmits a call start signal to the operator terminal 40 by detecting that the handset is lifted (step B4). The call start signal is a signal for notifying that a call is started and includes a caller number.

  Next, the operator terminal 40 receives the call start signal from the telephone 60, and transmits a transfer start signal to the telephone recording apparatus 10 in order to start the transfer of voice data from the telephone 60 (step). B5). The transfer start signal is a signal for notifying that transfer is started, and includes a caller number.

  Next, the telephone recording apparatus 10 starts recording voice data from the operator terminal 40 by receiving a transfer start signal from the operator terminal 40 (step B6). At this time, the telephone recording device 10 holds the caller number included in the transfer start signal and measures the call start time.

  After transmitting the call start signal, the telephone 60 transmits voice data from the start to the end of the telephone reception to the operator terminal 40 (step B7).

  Next, the operator terminal 40 transfers the voice data from the start to the end of the telephone reception from the telephone 60 to the telephone recording apparatus 10 (step B8).

  Next, the telephone recording apparatus 10 generates a voice file in which voice data from the start to the end of the telephone reception from the operator terminal 40 is recorded (step B9).

  When the telephone correspondence is terminated, the telephone 60 detects that the handset has been returned by the operator as a condition for terminating the telephone reception (it is possible to detect other call termination operations) (step B10).

  Next, the telephone 60 detects that the handset has been returned, and transmits a call end signal to the operator terminal 40 (step B11).

  Next, the operator terminal 40 receives the call end signal from the telephone 60, and transmits a transfer end signal to the telephone recording apparatus 10 in order to end the transfer of the voice data from the telephone 60 (step). B12).

  Next, the telephone recording apparatus 10 ends the recording of the voice data from the operator terminal 40 by receiving the transfer end signal from the operator terminal 40 (step B13). At this time, the telephone recording apparatus 10 measures the call end time and the call time (the time between the call start time and the call end time).

  Finally, the telephone recording apparatus 10 gives a unique voice management ID to the generated voice file, and includes a voice management ID, a caller number, a corresponding person ID, a call start time, a call end time, a call time, and the like. Correspondence information (see FIG. 7) is created, the telephone correspondence information is stored in association with the voice file (step B14), and then the process ends. It should be noted that each time an incoming call is received, the processing from step B3 to step B14 (step B20) is repeated.

[Operation during voice evaluation] (See FIG. 11)
Prior to the voice evaluation, the SV terminal 50 logs on to the telephone recording device 10 in advance by the operation of the SV (step C1). Next, the SV terminal 50 sets evaluation conditions (conditions including a voice evaluation keyword, environmental conditions, and exclusion conditions) by input and operation of the SV, and directs the set evaluation conditions to the voice evaluation device 20. Transmit (step C2). Next, the voice evaluation device 20 registers the evaluation condition by receiving the evaluation condition from the SV terminal 50 (step C3). Thereafter, the SV terminal 50 logs off from the telephone recording apparatus 10 by the SV operation (step C4). The evaluation condition setting process (step C20) in steps C1 to C4 is performed when new or changed.

  In a state where the evaluation conditions are set, the voice evaluation device 20 accesses the database (14a in FIG. 5) of the telephone recording device 10 and searches for an unevaluated voice file (step C5). Here, the search method of the unevaluated voice file is an old number (→ owned voice management ID) from the voice management ID of the voice evaluation information (FIG. 8) recorded in the database (25a in FIG. 5) of the voice evaluation device 20. A search is performed for an audio file to which an audio management ID of a larger value is assigned. If the old voice management ID is present, the voice evaluation device 20 returns the search result from the telephone recording device 10 as “there is an unevaluated voice file”, and the next processing is the voice file acquisition processing ( Proceed to step C22). On the other hand, if there is no unevaluated audio file, the process ends here. The search process for the unevaluated audio file (step C21) is performed periodically (every predetermined time interval).

  If there is an unevaluated audio file, the audio evaluation device 20 requests the unevaluated audio file from the telephone recording device 10 (step C6).

  Next, the telephone recording apparatus 10 receives the request for the unevaluated voice file from the voice evaluation apparatus 20, and transmits the corresponding unevaluated voice file and the voice evaluation ID to the voice evaluation apparatus 20 (step). C7).

  Next, the voice evaluation device 20 analyzes the voice data of the voice file by receiving the unevaluated voice file and the voice evaluation ID from the telephone recording device 10, and whether or not the voice data meets the exclusion condition. And whether or not the speech data includes the same or similar word as the keyword, determines whether or not the speech data meets environmental conditions, and based on the determination result An evaluation code evaluated in (1) is generated (step C8).

  Here, the evaluation performed in the voice analysis processing in step C8 will be described. First, the voice analysis function evaluates whether or not an evaluation exclusion condition is applicable to the voice data of the acquired voice file. If applicable, an evaluation flag “5” is assigned to the audio file (see FIG. 8). Next, for the acquired voice file, the voice content is converted into a character string (the voice signal can be converted into text data using any known voice recognition technique) and registered. It is determined whether or not the specified keyword is included. Next, voice analysis (determining whether the voice signal is the same or similar to the acquired voice file. A known voice recognition technique may be used. For example, the voice signal may be identified by a known pattern matching method, or It is also possible to take a difference between two values to be compared at a predetermined time interval, square the result, and determine that they match when the sum is less than or equal to the predetermined value. to decide. As a result of these determinations, if both the keyword and the environmental condition are applicable, “4” is assigned to the evaluation flag. If only the environmental condition is applicable, “3” is assigned to the evaluation flag, and if the environmental condition is not applicable and only the keyword is applicable, “2” is assigned to the evaluation flag. If all the determination conditions are not met, “1” is assigned to the evaluation flag, and the voice analysis process is completed.

  Next, the voice evaluation device 20 assigns an evaluation management ID to the evaluation code, generates voice evaluation information (see FIG. 8) including the evaluation management ID, the voice management ID, and the evaluation code, and creates a corresponding voice file. The voice evaluation information is associated and stored (step C9).

  Finally, the voice evaluation device 20 discards the voice file in the device acquired from the telephone recording device 10 (step C10), and then ends.

[Operation when creating incident management information] (See Figure 12)
In creating the incident management information, the operator terminal 40 logs on to the incident management apparatus 30 in advance by the operator's operation (step D1). Note that the operator terminal 40 transmits the responder ID to the incident management device 30 when logging on.

  Next, the incident management device 30 checks whether there is a voice management ID that is older than the latest voice management ID owned by the incident management device 30 in the database of the telephone recording device 10 (14a in FIG. 6). ID search is performed (step D2). If there is no old voice management ID by the voice management ID search, the process is terminated. Note that the voice management ID search is periodically performed.

  When the old number voice management ID exists, the incident management apparatus 30 creates incident management information for the voice file related to the old number voice management ID, so that the corresponding person ID associated with the old number voice management ID is used. An incident screen is transmitted to the corresponding operator terminal 40 (step D3).

  Next, the corresponding operator terminal 40 displays the incident screen on the display unit by receiving the incident screen from the incident management device 30 (step D4).

  Next, the operator terminal 40 transmits the incident (acceptance time, caller number, customer name, response contents) input on the incident screen by the operator's input / operation toward the incident management apparatus 30 (step D5). .

  Next, the incident management device 30 requests the voice evaluation information corresponding to the voice management ID from the database (25a in FIG. 6) of the voice evaluation device 20 by receiving the correspondence content from the operator terminal 40. (Step D6).

  Next, the voice evaluation device 20 receives the request for the voice evaluation information, and transmits the corresponding voice evaluation information to the incident management device 30 (step D7).

  Next, the incident management device 30 has written the voice management ID, the responder ID, the reception time, the caller number, the customer name, the corresponding content, and the evaluation code by receiving the voice evaluation information from the voice evaluation device 20. Incident management information is generated (step D8).

  Finally, the incident management device 30 assigns and stores a unique incident management ID to the generated incident management information (step D9), and then ends.

  According to the second embodiment, the same effects as those of the first embodiment can be obtained, and further, the work burden of the SV can be reduced.

  In many cases, the call center introduces an incident management device in order to record and manage the contents when answering a call. In this incident management apparatus, information (customer information, inquiry contents, etc.) at the time of telephone reception is registered in units of incidents, but information linkage with audio files is not performed. Therefore, when there is an incident for which the content of the audio file is to be confirmed, it is necessary to find an audio file corresponding to the target incident from among a large number of audio files, which takes time for searching.

  Note that, in the present application, where reference numerals are attached to the drawings, these are only for the purpose of helping understanding, and are not intended to be limited to the illustrated embodiments.

  Further, within the scope of the entire disclosure (including claims and drawings) of the present invention, the embodiments and examples can be changed and adjusted based on the basic technical concept. Various combinations or selections of various disclosed elements (including each element of each claim, each element of each embodiment or example, each element of each drawing, etc.) are included within the scope of the claims of the present invention. Is possible. That is, the present invention naturally includes various variations and modifications that could be made by those skilled in the art according to the entire disclosure including the claims and the drawings, and the technical idea.

(Appendix)
According to a first aspect of the present invention, there is provided a telephone correspondence evaluation system for evaluating telephone reception, the operator terminal transmitting voice data from the start to the end of the operator telephone reception, and the operator terminal A telephone recording device that generates and stores a voice file in which voice data is recorded, and acquires an unevaluated voice file from the telephone recording device, and the acquired unevaluated voice file is based on a pre-registered evaluation condition. A voice evaluation apparatus that generates voice evaluation information including the determination result, and stores the voice evaluation information in association with a voice file in the corresponding telephone recording apparatus.

  In the telephone-based evaluation system according to the present invention, the evaluation condition includes a keyword and an environmental condition related to voice evaluation, and the voice evaluation device is identical to the keyword in the voice data of the acquired unevaluated voice file when making the determination. Alternatively, it is preferable to determine whether or not a similar word is included, and to determine whether or not the audio data meets environmental conditions.

  In the telephone-compatible evaluation system of the present invention, the voice evaluation device determines whether or not a word that is the same as or similar to the keyword is included in the voice data of an unevaluated voice file, It is preferable to make a determination based on the difference between the audio signals every predetermined time.

  In the telephone-compatible evaluation system of the present invention, it is preferable that the environmental condition is a condition that defines a pattern of intonation, frequency change, and intensity change.

  In the telephone-compatible evaluation system according to the present invention, the evaluation condition includes an exclusion condition including a telephone number, a voice, and a voiceprint. When the voice evaluation apparatus determines, the acquired unevaluated voice file is included in the exclusion condition. It is preferable to determine whether this is the case.

  In the telephone-compatible evaluation system of the present invention, it is preferable that the voice evaluation device discards a voice file in the voice evaluation device for which voice evaluation has been completed.

  In the telephone-compatible evaluation system of the present invention, the telephone recording device assigns a unique voice management ID to each voice file when storing the voice file, and the corresponding voice identification ID, corresponding person ID, call start It is preferable that telephone correspondence information including a time, a call end time, and a call time is generated, and the telephone correspondence information is stored in association with the voice file.

  The telephone correspondence evaluation system according to the present invention includes an incident management apparatus that manages the contents of telephone reception as an incident, and the incident management apparatus includes the incident management apparatus among the voice identification IDs stored in the telephone recording apparatus. If there is a voice identification ID that is not stored in step 1, the operator terminal is requested to input an incident related to the corresponding person ID corresponding to the voice management ID, and the content of the incident input at the operator terminal And acquiring voice evaluation information corresponding to the voice management ID from the voice evaluation device, and generating incident management information including the content of the acquired incident and the voice management ID of the voice evaluation information. It is preferable to preserve.

  According to a second aspect of the present invention, there is provided a telephone response evaluation method for evaluating telephone reception, the step of transmitting voice data from the start to the end of the telephone reception of the operator at the operator terminal, and the telephone recording apparatus, Generating and storing a voice file in which the voice data from the operator terminal is recorded; and in the voice evaluation device, obtaining an unevaluated voice file from the telephone recording device; Determining a file based on a pre-registered evaluation condition, generating voice evaluation information including a determination result, and storing the voice evaluation information in association with a voice file in the corresponding telephone recording device; It is characterized by including.

  In the telephone-compatible evaluation method of the present invention, the evaluation condition includes a keyword and an environmental condition related to voice evaluation, and in the step of determining in the voice evaluation device, the voice data of the acquired unevaluated voice file is the same as the keyword. Alternatively, it is preferable to determine whether or not a similar word is included, and to determine whether or not the audio data meets environmental conditions.

  In the telephone correspondence evaluation method of the present invention, in the step of determining in the voice evaluation device, when determining whether or not a word that is the same as or similar to the keyword is included in the voice data of the unevaluated voice file, a pattern It is preferable to make a determination based on a matching method or a difference in audio signals every predetermined time.

  In the telephone correspondence evaluation method of the present invention, it is preferable that the environmental condition is a condition defining a pattern of intonation, frequency change, and intensity change.

  In the telephone correspondence evaluation method of the present invention, the evaluation condition includes an exclusion condition including a telephone number, a voice, and a voiceprint. In the step of determining in the voice evaluation device, the acquired unevaluated audio file is set as the exclusion condition. It is preferable to determine whether this is the case.

  In the telephone-corresponding evaluation method of the present invention, it is preferable that in the step of determining in the voice evaluation apparatus, a voice file in the voice evaluation apparatus for which voice evaluation is finished is discarded.

  In the telephone correspondence evaluation method of the present invention, in the step of storing in the telephone recording device, a unique voice management ID is assigned to each voice file, and the corresponding voice identification ID, corresponding person ID, call start time, call end It is preferable that telephone correspondence information including time and call time is generated, and the telephone correspondence information is stored in association with the voice file.

  In the telephone correspondence evaluation method of the present invention, in the incident management apparatus, when there is a voice identification ID that is not stored in the incident management apparatus among the voice identification IDs stored in the telephone recording apparatus, the voice management is performed. Requests the operator terminal related to the ID corresponding to the ID to input an incident, obtains the content of the incident input at the operator terminal, and corresponds to the voice management ID from the voice evaluation device It is preferable that voice evaluation information is acquired, and incident management information including the acquired content of the incident and the voice management ID of the voice evaluation information is generated and stored.

  According to a third aspect of the present invention, there is provided a voice evaluation apparatus for evaluating telephone reception, wherein an unevaluated voice file is acquired from a telephone recording apparatus, and the acquired unevaluated voice file is subjected to a pre-registered evaluation condition. The voice evaluation information including the determination result is generated based on the determination result, and the voice evaluation information is stored in association with the voice file in the corresponding telephone recording apparatus.

  In the voice evaluation device according to the present invention, the evaluation condition includes a keyword and an environmental condition related to voice evaluation, and the same or similar to the keyword in the voice data of the acquired unevaluated voice file when the voice evaluation device makes a determination. It is preferable to determine whether or not the voice data is included and to determine whether or not the audio data meets the environmental conditions.

  In the voice evaluation apparatus according to the present invention, when determining in the voice evaluation apparatus, when determining whether or not a word that is the same as or similar to the keyword is included in the voice data of the unevaluated voice file, Alternatively, it is preferable to make a determination based on a difference in audio signals every predetermined time.

  In the speech evaluation apparatus of the present invention, it is preferable that the environmental condition is a condition that defines a pattern of intonation, frequency change, and intensity change.

  In the voice evaluation apparatus according to the present invention, the evaluation condition includes an exclusion condition including a telephone number, a voice, and a voiceprint. When the voice evaluation apparatus determines, the acquired unevaluated voice file corresponds to the exclusion condition. It is preferable to determine whether or not.

  In the voice evaluation device of the present invention, it is preferable to discard the voice file in the voice evaluation device for which the voice evaluation has ended when the voice evaluation device makes a determination.

  In a fourth aspect of the present invention, an incident management device that manages the contents of a telephone response as an incident, the voice not stored in the incident management device among the voice identification IDs stored in the telephone recording device When the identification ID exists, the operator terminal related to the corresponding person ID corresponding to the voice management ID is requested to input an incident, the contents of the incident input at the operator terminal are acquired, and the voice Voice evaluation information corresponding to the voice management ID is acquired from the evaluation device, and incident management information including the acquired content of the incident and the voice management ID of the voice evaluation information is generated and stored. To do.

  According to a fifth aspect of the present invention, there is provided a program for evaluating telephone reception, wherein a voice evaluation apparatus acquires an unevaluated voice file from a telephone recording apparatus, and the voice evaluation apparatus A step of determining a voice file for evaluation based on pre-registered evaluation conditions; a step of generating voice evaluation information including a determination result in the voice evaluation device; and the corresponding telephone recording in the voice evaluation device. And storing the voice evaluation information in association with the voice file in the apparatus.

  In the program of the present invention, the evaluation condition includes a keyword related to voice evaluation and an environmental condition. In the step of determining in the voice evaluation device, the voice data of the obtained unevaluated voice file is the same as or similar to the keyword. It is preferable to determine whether or not a word is included, and to determine whether or not the sound data meets environmental conditions.

  In the program of the present invention, in the step of determining in the voice evaluation device, when determining whether or not a word identical or similar to the keyword is included in the voice data of the unevaluated voice file, a pattern matching method, Or it is preferable to determine based on the difference of the audio | voice signal for every predetermined time.

  In the program of the present invention, the environmental condition is preferably a condition that defines a pattern of intonation, frequency change, and intensity change.

  In the program of the present invention, the evaluation condition includes an exclusion condition including a telephone number, a voice, and a voiceprint. In the step of determining in the voice evaluation device, whether the acquired unevaluated audio file corresponds to the exclusion condition Is preferably determined.

  In the program of the present invention, in the step of determining in the voice evaluation apparatus, it is preferable to discard the voice file in the voice evaluation apparatus for which voice evaluation has ended.

  According to a sixth aspect of the present invention, there is provided a program for managing the contents of a telephone response as an incident, the incident management apparatus storing the voice identification ID stored in the telephone recording apparatus in the incident management apparatus. If there is an unidentified voice identification ID, the step of requesting the operator terminal related to the corresponding person ID corresponding to the voice management ID to input an incident, and the content of the incident input at the operator terminal A step of acquiring, a step of acquiring voice evaluation information corresponding to the voice management ID from the voice evaluation device, a content of the acquired incident, and incident management information including the voice management ID of the voice evaluation information. Generating and storing .

DESCRIPTION OF SYMBOLS 1 Telephone corresponding | compatible evaluation system 10 Telephone recording apparatus 11 Management part 12 Audio | voice file production | generation part 13 Transfer part 14 Storage part 14a Database 20 Voice evaluation apparatus 21 Management part 22 Voice evaluation part 23 Voice analysis part 24 Transfer part 25 Storage part 25a Database 30 Incident Management device 31 Management unit 32 Storage unit 32a Database 40 Operator terminal 41 Browsing function unit 42 Transfer unit 43 Telephone function unit 50 SV terminal 51 Browsing function unit 60 Telephone 61 Call function 70 Network

Claims (10)

A telephone evaluation system for evaluating telephone reception,
An operator terminal for transmitting voice data from the start to the end of the operator's telephone reception;
A telephone recording device for generating and storing an audio file recording the audio data from the operator terminal;
Acquiring an unevaluated audio file from the telephone recording device, determining the acquired unevaluated audio file based on pre-registered evaluation conditions, generating audio evaluation information including a determination result, and corresponding A voice evaluation device for associating and storing the voice evaluation information with respect to a voice file in the telephone recording device;
A telephone-compatible evaluation system comprising: The evaluation conditions include keywords related to voice evaluation and environmental conditions,
The voice evaluation device determines whether the voice data of the acquired unevaluated voice file includes the same or similar word as the keyword, and the voice data corresponds to an environmental condition. The telephone correspondence evaluation system according to claim 1, wherein it is determined whether or not to perform.   3. The telephone-compatible evaluation system according to claim 2, wherein the environmental condition is a condition that defines a pattern of intonation, frequency change, and intensity change. The evaluation condition includes an exclusion condition including a phone number, voice, and voiceprint,
4. The telephone correspondence evaluation system according to claim 2, wherein the voice evaluation device determines whether the acquired unevaluated voice file satisfies the exclusion condition when determining.   The telephone recording device assigns a unique voice management ID to each voice file when storing the voice file, and includes a corresponding voice identification ID, corresponding person ID, call start time, call end time, and call time. 5. The telephone correspondence evaluation system according to claim 1, wherein telephone correspondence information is generated, and the telephone correspondence information is stored in association with the voice file. It has an incident management device that manages the contents of telephone reception as an incident,
When there is a voice identification ID that is not stored in the incident management apparatus among the voice identification IDs stored in the telephone recording apparatus, the incident management apparatus relates to a responder ID corresponding to the voice management ID Requesting the operator terminal to input an incident, acquiring the content of the incident input at the operator terminal, acquiring voice evaluation information corresponding to the voice management ID from the voice evaluation device, and acquiring 6. The telephone correspondence evaluation system according to claim 5, wherein incident management information including contents of the incident and the voice management ID of the voice evaluation information is generated and stored. A telephone response evaluation method for evaluating telephone reception,
In the operator terminal, transmitting voice data from the start to the end of the operator's telephone reception;
In the telephone recording device, a step of generating and storing a voice file recording the voice data from the operator terminal;
In the voice evaluation device, an unevaluated voice file is acquired from the telephone recording device, the acquired unevaluated voice file is determined based on a pre-registered evaluation condition, and voice evaluation information including a determination result is obtained. Generating and storing the voice evaluation information in association with the corresponding voice file in the telephone recording device;
A telephone correspondence evaluation method characterized by including. A voice evaluation device for evaluating telephone reception,
An unevaluated voice file is acquired from the telephone recording device, the acquired unevaluated voice file is determined based on a pre-registered evaluation condition, voice evaluation information including a determination result is generated, and the corresponding telephone recording A voice evaluation apparatus, wherein the voice evaluation information is stored in association with a voice file in the apparatus. An incident management device that manages the contents of telephone reception as an incident,
When there is a voice identification ID that is not saved in the incident management device among the voice identification IDs saved in the telephone recording device, the operator terminal related to the corresponding person ID corresponding to the voice management ID Requesting the input of the incident, acquiring the content of the incident input at the operator terminal, acquiring voice evaluation information corresponding to the voice management ID from the voice evaluation device, and acquiring the content of the incident, and Incident management information including the voice management ID of the voice evaluation information is generated and stored. A program for evaluating telephone reception,
In the voice evaluation device, obtaining an unevaluated voice file from the telephone recording device;
In the voice evaluation apparatus, determining the acquired unevaluated voice file based on a pre-registered evaluation condition;
In the voice evaluation device, generating voice evaluation information including a determination result;
In the voice evaluation device, storing the voice evaluation information in association with a voice file in the corresponding telephone recording device;
A program characterized by having executed.

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