Patent ID: 8811592

Claim:
A method, comprising: conducting at least one voice interaction between at least one agent and at least one client, wherein the at least one agent follows at least one script, wherein the at least one agent and the at least one client are at a distant location from one another, wherein transaction information can be transmitted to the at least one client along with voice-script-pairs via a log record layout module; providing data in the at least one script in a plurality of panels, wherein each of the plurality of panels represents a portion of the at least one script and wherein quality assurance of the at least one agent is provided using playback of a recorded version of the at least one voice interaction in a panel-level playback form; evaluating the at least one voice interaction with at least one automatic speech recognition component adapted to analyze the at least one voice interaction; and based on the evaluating, determining whether the at least one agent has adequately followed the at least one script using a computer processor-based rule component; wherein evaluating the at least one interaction includes at least the following: converting the at least one voice interaction into at least one digital signal comprising at least one spectral representation of the at least one voice interaction, comparing the at least one digital signal to at least one reference standard that includes at least one known vocabulary, and matching the at least one digital signal to at least one of words and phrases contained in the at least one reference standard.