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

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.

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.