System and method for providing a baseline for quality...

Telephonic communications – Centralized switching system – Call distribution to operator

Reexamination Certificate

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C379S265030

Reexamination Certificate

active

07856095

ABSTRACT:
A computer-implemented system and method for assisting managers of a contact center is provided. The monitoring of agent communications is performed automatically and the communications are assigned to a group of supervisors for scoring. The scores assigned to the communications are then received and programmatically evaluated against predetermined criteria to determine the quality of the supervisors' performance. If the quality of performance is below an acceptable threshold, then the need for supervisor performance improvement is indicated. In one embodiment, the system automatically schedules a session for establishing/reinforcing a set of scoring guidelines in response to the indication.

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