| Presentation | 2010-01-22 Proposal and Evaluation of Help-Desk Support System Tomohiro NAKAMURA, Katsuro KIKUCHI, Daisuke TASHIRO, Hiromitsu NAKAGAWA, |
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| PDF Download Page |  PDF download Page Link |
| Abstract(in Japanese) | (See Japanese page) |
| Abstract(in English) | Today, many services are operated using Web applications and users including people with low IT literacy make use of Web applications for business and private. They often call to help-desk and decrease help-desk operators' productivity. In this paper, we propose a help-desk support system using Web monitoring technique with a goal of improving their productivity. The system collects Web operations without any installation in client PCs and replays caller's operations on an operator's screen. Our preliminary evaluation shows that the system improves their productivity by reducing their response time by 27% compared with a current operation process using a telephone. |
| Keyword(in Japanese) | (See Japanese page) |
| Keyword(in English) | Web monitoring / Operation logs / Help-desk support / Remote monitoring |
| Paper # | LOIS2009-78 |
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| Conference Information | |
| Committee | LOIS |
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| Conference Date | 2010/1/14(1days) |
| Place (in Japanese) | (See Japanese page) |
| Place (in English) | |
| Topics (in Japanese) | (See Japanese page) |
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| Paper Information | |
| Registration To | Life Intelligence and Office Information Systems (LOIS) |
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| Language | JPN |
| Title (in Japanese) | (See Japanese page) |
| Sub Title (in Japanese) | (See Japanese page) |
| Title (in English) | Proposal and Evaluation of Help-Desk Support System |
| Sub Title (in English) | |
| Keyword(1) | Web monitoring |
| Keyword(2) | Operation logs |
| Keyword(3) | Help-desk support |
| Keyword(4) | Remote monitoring |
| 1st Author's Name | Tomohiro NAKAMURA |
| 1st Author's Affiliation | Hitachi, Ltd., Central Research Laboratory() |
| 2nd Author's Name | Katsuro KIKUCHI |
| 2nd Author's Affiliation | Hitachi, Ltd., Central Research Laboratory |
| 3rd Author's Name | Daisuke TASHIRO |
| 3rd Author's Affiliation | Hitachi, Ltd., Central Research Laboratory |
| 4th Author's Name | Hiromitsu NAKAGAWA |
| 4th Author's Affiliation | Hitachi, Ltd., Central Research Laboratory |
| Date | 2010-01-22 |
| Paper # | LOIS2009-78 |
| Volume (vol) | vol.109 |
| Number (no) | 379 |
| Page | pp.pp.- |
| #Pages | 6 |
| Date of Issue | |