Patent ID: 8139756

Claim:
A computer-readable non-transitory recording medium that stores therein a computer program that causes a computer to execute: classifying response data indicative of response made by an agent to an inquiry from a customer, except for response data including a transfer flag that indicates whether an inquiry was transferred to another agent, into first data corresponding to easy inquiries and second data corresponding to difficult inquiries, the response data with the transfer flag being classified into the second data; counting number of the easy inquiries and number of the difficult inquiries; and computing a total skill value of the agent based on a first skill value computed from the first data, a second skill value computed from the second data, and a ratio of the number of the easy inquiries to the number of the difficult inquiries, wherein the classifying includes grouping the response data based on similarity of contents of the inquiries, and classifying the response data into the second data when number of other data with older date in the same similarity group is less than a threshold.