Method, system, and computer program product for providing...

Details Method, system, and computer program product for providing... Method, system, and computer program product for providing...

2006-12-14

2008-12-02

Hong, Harry S (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265090

Reexamination Certificate

active

07460660

ABSTRACT:
A method, system, and computer program product for providing web-based quality assessment, tracking, and reporting services for call monitoring are provided. The method includes presenting a main menu of user-selectable options via the evaluation services system over the web-based network. The user selectable options include a call monitoring option for requesting an evaluation of a call representative and a search option for searching completed call monitoring forms resulting from call monitoring sessions. The method also includes receiving a selection from the user-selectable options and presenting to a call monitor system, in response to selection of the call monitoring option, a call monitor form template over the web-based network.

REFERENCES:
patent: 6058163 (2000-05-01), Pattison et al.
patent: 6263049 (2001-07-01), Kuhn
patent: 6470386 (2002-10-01), Combar et al.
patent: 6724887 (2004-04-01), Eilbacher et al.
patent: 7203305 (2007-04-01), Hajj et al.
patent: 2005/0216421 (2005-09-01), Barry et al.

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