Method, system, and computer program product for providing web-based quality assessment, tracking, and reporting services for call monitoring

• US 7,460,660 B2
• Filed: 12/14/2006
• Issued: 12/02/2008
• Est. Priority Date: 08/25/2003
• Status: Active Grant

• Current Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Berger, Scott M., Hajj, James L.
• Primary Examiner(s): Hong, Harry S
• Application Number:
  US11/610,700
• Publication Number:
  US 20070127694A1
• Time in Patent Office: 719 Days
• Field of Search: 37926501-2661, 379/309, 709223-227
• US Class Current: 379/265.06
• CPC Class Codes: H04M 3/2227 Quality of service monitoring
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet

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.

Claims

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.

2. The method of claim 1, wherein the call monitor form template includes:

data entry fields operable for identifying at least one of;

a call being monitored;

a customer initiating the call; and

a call representative receiving the call; and

initiatives and scoring data fields operable for receiving evaluation data from the call monitor system.

3. The method of claim 2, further comprising:

flagging an initiative in one of the initiatives data fields wherein the evaluation services system automatically assigns an overall failing score for a call session when a data entry field associated with the initiative indicates a nonconformance.

4. The method of claim 2, wherein the data entry fields for identifying a call being monitored includes at least one of:

a monitoring method;

a call cause;

a call type;

a call category;

a call sub-category; and

a call resolution.

5. The method of claim 2, wherein the data entry fields for identifying a call being monitored includes at least one of:

a monitoring method;

a call cause;

a call type;

a call category;

a call sub-category; and

a call resolution.

6. The method of claim 2, wherein the initiatives data fields include criteria for evaluating a call representative, the criteria associated with a service type selected by the call monitor system;

wherein the service type includes at least one of;

a service desk;

a repair desk;

a billing desk; and

a sales desk.

7. The method of claim 1, wherein, in response to a selection of the search option for searching completed call monitoring forms, presenting data entry fields for enabling a search by at least one of a:

call ID, calls by vendor, calls by vendor office, and calls occurring within a user-specified date range.

8. The method of claim 1, wherein the user-selectable options further include a report generation option for creating a report based on information entered in completed call monitoring forms.

9. A system for providing quality assessment services over a web-based network, the quality assessment services relating to call monitoring, the system comprising:

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.

10. The system of claim 9, wherein the call monitor form template includes:

data entry fields operable for identifying at least one of;

a call being monitored;

a customer initiating the call; and

a call representative receiving the call; and

initiatives and scoring data fields operable for receiving evaluation data from the call monitor system.

11. The system of claim 10, wherein the evaluation services system application further performs:

flagging an initiative in one of the initiatives data fields wherein the evaluation services system automatically assigns an overall failing score for a call session when a data entry field associated with the initiative indicates a nonconformance.

12. The system of claim 10, wherein the data entry fields for identifying a call being monitored includes at least one of:

a monitoring method;

a call cause;

a call type;

a call category;

a call sub-category; and

a call resolution.

13. The system of claim 10, wherein the data entry fields for identifying a call being monitored includes at least one of:

a monitoring method;

a call cause;

a call type;

a call category;

a call sub-category; and

a call resolution.

14. The system of claim 10, wherein the initiatives data fields include criteria for evaluating a call representative, the criteria associated with a service type selected by the call monitor system;

wherein the service type includes at least one of;

a service desk;

a repair desk;

a billing desk; and

a sales desk.

15. The system of claim 9, wherein, in response to a selection of the search option for searching completed call monitoring forms, presenting data entry fields for enabling a search by at least one of a:

call ID, calls by vendor, calls by vendor office, and calls occurring within a user-specified date range.

16. The system of claim 9, wherein the user-selectable options further include a report generation option for creating a report based on information entered in completed call monitoring forms.

17. A computer readable medium comprising computer program code 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 code 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.

18. The computer readable medium of claim 17, wherein the call monitor form template includes:

data entry fields operable for identifying at least one of;

a call being monitored;

a customer initiating the call; and

a call representative receiving the call; and

initiatives and scoring data fields operable for receiving evaluation data from the call monitor system.

19. The computer readable medium of claim 18, further comprising instructions for performing:

flagging an initiative in one of the initiatives data fields wherein the evaluation services system automatically assigns an overall failing score for a call session when a data entry field associated with the initiative indicates a nonconformance.

20. The computer readable medium of claim 18, wherein the data entry fields for identifying a call being monitored includes at least one of:

a monitoring method;

a call cause;

a call type;

a call category;

a call sub-category; and

a call resolution.