METHOD, SYSTEM, AND COMPUTER PROGRAM PRODUCT FOR PROVIDING WEB-BASED QUALITY ASSESSMENT, TRACKING, AND REPORTING SERVICES FOR CALL MONITORING
First Claim
1. A method for providing quality assessment services over a web-based network via an evaluation services system, the quality assessment services relating to call monitoring, the method comprising:
- presenting a main menu of user-selectable options via the evaluation services system over the web-based network, the user selectable options including;
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;
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.
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Accused Products
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.
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Citations
20 Claims
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1. A method for providing quality assessment services over a web-based network via an evaluation services system, the quality assessment services relating to call monitoring, the method comprising:
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presenting a main menu of user-selectable options via the evaluation services system over the web-based network, the user selectable options including;
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;
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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A system for providing quality assessment services over a web-based network, the quality assessment services relating to call monitoring, the system comprising:
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a server; and
an evaluation services system application executing on the server, the evaluation services system application implementing a method, comprising;
presenting a main menu of user-selectable options over the web-based network, the user selectable options including;
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;
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. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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17. A computer program product for providing quality assessment services over a web-based network via an evaluation services system, the quality assessment services relating to call monitoring, the computer program product including instructions for causing a computer to implement a method, comprising:
presenting a main menu of user-selectable options via the evaluation services system over the web-based network, the user selectable options including;
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;
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. - View Dependent Claims (18, 19, 20)
Specification