Method and system for managing a quality process

  • US 8,553,872 B2
  • Filed: 07/08/2009
  • Issued: 10/08/2013
  • Est. Priority Date: 07/08/2009
  • Status: Active Grant
First 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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