Patent ID: 8553872
Filing Date: 2013-10-08
Classification: G06Q,H04M

Abstract:
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.