SKILL MANAGEMENT APPARATUS, METHOD AND PROGRAM
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United States of America Patent
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Issued Date -
Jul 7, 2016
app pub date -
Dec 28, 2015
filing date -
Dec 28, 2015
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Abstract
To achieve early resolution of a busy state, by performing an appropriate skill change in accordance with the busy state. The queue assignment unit 14 assigns each of the plurality of operators to at least one of the plurality of queues, based on the skills and the skill levels. A busyness determination unit 17 determines whether a current state is a busy state having one or more busy queues in the plurality of queues, based on a preset criterion. When the current state is a busy state, a skill change unit 18 changes at least one of the skills and the skill levels of at least part of the plurality of operators, to a designated one.
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