METHOD AND SYSTEM FOR MANAGING A QUALITY PROCESS
First Claim
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1. A computer-implemented method for performing a quality evaluation, the method comprising:
- selecting from a plurality of interaction recordings one or more selected interaction recordings for evaluation based on at least one predefined key performance indicator (KPI);
associating the selected interaction recordings with a predefined evaluation form;
displaying a graphical representation of the one or more interaction recordings and the evaluation form;
receiving evaluation results of the one or more selected interaction recordings; and
performing at least one predefined action based on the results.
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Abstract
Embodiments of the invention are directed to a computer-implemented method of performing a quality evaluation. The method may include selecting from a plurality of interaction recordings at least one interaction recording according to at least one KPI. The method may include associating a selected interaction recording with a predefined evaluation form, presenting interactions selected for evaluation to an evaluator and performing a predefined action based on a result of the evaluation.
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10 Claims
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1. A computer-implemented method for performing a quality evaluation, the method comprising:
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selecting from a plurality of interaction recordings one or more selected interaction recordings for evaluation based on at least one predefined key performance indicator (KPI); associating the selected interaction recordings with a predefined evaluation form; displaying a graphical representation of the one or more interaction recordings and the evaluation form; receiving evaluation results of the one or more selected interaction recordings; and performing at least one predefined action based on the results. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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Specification