Patent Document ID: 8108213
Application ID: 12686842

Base Claim:
1. A method for evaluating compliance of at least one agent reading at least one script to at least one client, the method comprising at least the following: 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; determining, by a processor, whether the at least one agent has adequately followed the at least one script based on a confidence-level threshold relating to an automatic speech recognition component's ability to analyze the at least one voice interaction; and dispositioning at least one interaction, wherein the at least one agent reads the at least one script to the at least one client, based at least in part on a comparison of data representing an actual duration of the at least one interaction to data representing an expected duration parameter associated with the at least one interaction.

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Claim 15:
15. The method of claim 1 , wherein determining whether the at least one agent has adequately followed the at least one script includes, at least in part, dispositioning at least one interaction, wherein the at least one agent reads at least one script to the at least one client, based at least in part on a comparison of data representing an actual duration of the at least one interaction to data representing an expected duration parameter associated with the at least one interaction.