Patent Document ID: 7739115
Application ID: 10670126

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 via at least one of a plurality of panels; entering information by the at least one agent according to responses obtained from the at least one client during the voice interaction; assigning a time displacement timestamp to each of the plurality of panels as they are presented and viewed by the at least one agent during the voice interaction; logging a time displacement, based on the time displacement timestamp, per panel as a portion of a log record; logging the voice interaction as a portion of the log record; based on the logging, evaluating the at least one voice interaction via the at least one of the plurality of panels employing panel-by-panel playback with the assigned time displacement timestamp with at least one automatic speech recognition component adapted to analyze the at least one voice interaction; and determining, via generating a score using confidence level thresholds of the least one automatic speech recognition component such that the confidence level thresholds are assigned to each of the plurality of panels and evaluating the score against a static or a varying standard, whether the at least one agent has adequately followed the at least one script by using the evaluated at least one voice interaction.

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Claim 18:
18. The method of claim 1 , wherein evaluating the at least one voice interaction includes evaluating at least one of the plurality of panels.