Patent ID: 7577246

Claim:
A method for automated performance evaluation by a system of an at least one current interaction between a calling party and a personnel member of an organization based on at least one historic interaction, the method comprising: receiving the at least one historic interaction and the at least one current interaction as captured by at least on capturing or logging component associated with the organization; automatically training the automated performance evaluation system using the at least one historic interaction to determine how to evaluate future interactions and a label associated with the at least one historic interaction, for obtaining at least one rule for determining at least one total score for the at least one historic interaction, said training comprising deducing at least one feature in association with the at least one historic interaction; said at least one rule depending upon said at least one feature; automatically evaluating at least one value of the at least one feature, in association with the at least one current interaction; and determining a total score for the at least one current interaction, by integrating the at least one value, using the at least one ruler, wherein the at least one value of the at least one feature is retrieved from an audio part of the at least one current interaction.