Method and system for managing a quality process
DCFirst Claim
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1. A computer-implemented method for performing a quality evaluation, the method comprising:
- accepting a definition of a quality task associated with a predefined evaluation form, wherein the definition of the quality task is based on quality task parameters selected by a user on a graphical user interface;
activating the quality task upon detecting breaching of a predefined key performance indicator (KPI);
selecting from a plurality of interaction recordings one or more selected interaction recordings for evaluations, the one or more interactions recordings selected with relation to said quality task;
associating the selected interaction recordings with the predefined evaluation form;
displaying a graphical representation of the one or more interaction recordings and the evaluation form, wherein the evaluation form is used to evaluate the one or more interaction recordings;
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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Citations
16 Claims
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1. A computer-implemented method for performing a quality evaluation, the method comprising:
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accepting a definition of a quality task associated with a predefined evaluation form, wherein the definition of the quality task is based on quality task parameters selected by a user on a graphical user interface; activating the quality task upon detecting breaching of a predefined key performance indicator (KPI); selecting from a plurality of interaction recordings one or more selected interaction recordings for evaluations, the one or more interactions recordings selected with relation to said quality task; associating the selected interaction recordings with the predefined evaluation form; displaying a graphical representation of the one or more interaction recordings and the evaluation form, wherein the evaluation form is used to evaluate the one or more interaction recordings; 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, 11, 12, 13, 14, 15, 16)
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Specification