Patent ID: 7873155

Claim:
A work skill estimating device comprising: an item information receiving unit to receive a call duration and an item processing duration for each of a plurality of items of each of a plurality of dealing sequences for a customer call, the call duration being spent for communication with a customer, the item processing duration being required for inputting dealing contents during the customer call, the customer call including said plurality of items, and each of the dealing sequences including a sequence from communication start, item processing start, communication end, and to item processing end per said each of the items; a dealing duration estimating unit to estimate said call duration of said each of the items on an assumption that said each of the items within the customer call is independently dealt with in one customer call, based on said call duration and said item processing duration in a case where said each item is dealt with in said one customer call, and the item processing duration of each of the items, and estimate a dealing duration of each of the items by adding the estimated call duration to the item processing duration; a work skill estimating unit to estimate an operator's work skill based on the estimated dealing duration; and a skill map creating unit to create a skill map representing the estimated operator's work skill.