Communication Session Assessment

A method for integrating information concerning a communication session, comprising:

• using a recorder/player to record a set of communication sessions;
• identifying a subset of the set of communication sessions to analyze;
• presenting the subset to an internal reviewer;
• adding at least one assessment from the internal reviewer to an overall assessment of a select communication session;
• and
• presenting at least one assessment from a customer that was a party to the select communication session with the at least one assessment from the internal reviewer.

A system for analyzing voice-based communication sessions, comprising:

• a player configured to reproduce a recorded communication session;
• an analyzer configured to identify a communication session attribute and to receive at least one assessment from a reviewer of the communication session;
• and
• an output device configured to present a representation of the communication session attribute and the at least one assessment.

A method for integrating information concerning a communication session, comprising:

• identifying a communication session attribute;
• receiving an assessment generated by a reviewer of the communication session;
• and
• combining the at least one assessment with the communication session attribute.

A method for integrating information concerning a communication session, comprising:

• using a recorder/player to record a set of communication sessions;
• prompting an agent to provide an agent assessment of at least one member of the set of communication sessions;
• identifying a subset of the set of communication sessions to analyze;
• presenting the subset to an internal reviewer;
• and
• adding at least one internal reviewer assessment to an overall assessment of a select communication session selected from the subset.