System and method to evaluate agent call logging in a contact center

A computerized method for evaluating agent-call-logging, in a contact center, said computerized method comprising:

• in a computerized system comprising a processor, a database of recorded interactions;
• and a database of call loggings, a memory to store the plurality of databases, said processor is configured to operate an evaluating agent-call-logging module, said operating of an evaluating agent-call-logging module comprising:
• receiving a recorded interaction between an agent and a customer, stored in the database of recorded interactions and a corresponding agent-call-logging, having ‘n’ sentences, stored in the database of call loggings;
• operating a speech-to-text algorithm on the received recorded interaction to yield a summarized text thereof,
• wherein said yielded summarized text is comprised of sentences expressed by the customer;
• and
• operating a semantic comparison unit, to compare each sentence in the yielded summarized text with a corresponding sentence in the agent-call-logging, to yield a Sentence Similarity Score (SSS) for each sentence of the agent-call-logging,
• wherein said processor is further configured to compare the yielded SSS of each sentence to a preconfigured match threshold, and to indicate an inefficient call logging to a user by sending a corrective sentence mismatch-alert thereto, when the SSS is below the preconfigured match threshold.