Method and system for automatic quality evaluation

Details Method and system for automatic quality evaluation Method and system for automatic quality evaluation

2006-12-20

2009-08-18

Nguyen, Quynh H (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C434S350000, C709S219000

Reexamination Certificate

active

07577246

ABSTRACT:
A method and apparatus for automatic quality evaluation of an activity related to an organization, such as an agent of an organization which interacts with a calling party, a product, a campaign or the like, based on any combination of one or more of the following: the interaction itself and particularly its vocal part; meta data related to the call, to the call parties or to the environment; information extracted from the call or general information. The method may be activated off-line or on-line, in which case all alert can be generated for one or more calls.

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