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US 8,553,872 B2Granted
Method and system for managing a quality process
AssigneeNice Systems Ltd.
InventorsDavid Geffen, Yoav Freiberger, Yoel Goldenberg
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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.
Claims16
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.
5 more elements
Dependencies are inferred from the claim text.