Patent ID: 8180643

Claim:
A method for evaluating compliance of at least one agent reading at least one script to at least one client in a communications system, the method comprising at least the following: connecting the at least one agent and the at least one client through a communications network providing connectivity between the at least one agent and a call center, wherein the at least one agent accesses the call center of the communication system with any type of communication; conducting at least one voice interaction between the at least one agent and the at least one client, wherein the at least one agent follows the 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 client-specified 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 in real time whether the at least one agent has adequately followed the at least one script using a computer processor-based rule component.