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METHOD AND SYSTEM FOR AUTOMATIC QUALITY EVALUATION

  • US 20080152122A1
  • Filed: 12/20/2006
  • Published: 06/26/2008
  • Est. Priority Date: 12/20/2006
  • Status: Active Grant
First Claim
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1. A method for automated performance evaluation of an at least one current interaction between a calling party and a personnel member of an organization, the method comprising:

  • a training and calibration step for obtaining an at least one rule for determining an at least one total score for an at least one historic interaction, said rule depending on an at least one feature;

    a feature evaluation step for determining an at least one value of the at least one feature, in association with the at least one current interaction; and

    a total score determination step for integrating the at least one value into the at least one total score evaluation for the current interaction, using the at least one rule.

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