Patent Document ID: 8352276
Application ID: 13540808

Base Claim:
1. 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 via at least one of a plurality of panels; logging the at least one voice interaction; evaluating the at least one logged voice interaction via the at least one of the plurality of panels employing panel-by-panel playback with at least one automatic speech recognition component adapted to analyze the at least one voice interaction; generating a score using confidence level thresholds of the least one automatic speech recognition component such that confidence level thresholds are assigned to each of the plurality of panels; and determining whether the at least one agent has adequately followed the at least one script based on the generated score.

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Claim 2:
2. The method of claim 1 comprising evaluating the score against at least one of a static standard and a varying standard.