Patent ID: 8341013

Claim:
A system for analyzing agent interactions, comprising: a calibration module to provide to analysts, a common interaction between a customer and an agent of a business; a score module to receive performance scores for the common interaction from each of the analysts, to compare the performance scores, and to unify scoring by the analysts, comprising: a deviation module to determine a deviation between the performance scores and to compare the deviation to a threshold; an interaction distribution module to provide further common interactions to one or more of the analysts when the deviation falls below the threshold; a further score module to receive from the one or more analysts, other performance scores for at least one of the further common interactions; a further deviation module to determine a further deviation between the other performance scores and to compare the further deviation to the threshold; and an identification module to identify the one or more analysts as unified analysts when the further deviation exceeds the threshold; an update module to communicate an update to the unified analysts during the scoring by placing a hold to prevent the unified analysts from evaluating one of the further common interactions, providing the update to the unified analysts, and subsequently, removing the hold; a further interaction distribution module to provide one or more interactions to at least one of the unified analysts; a feedback module to receive from each of the unified analysts, a further performance score for the interaction and to provide to the business, the further performance scores for the agent associated with the one or more interactions; and a processor to execute the modules.