Patent Document ID: 20080107255
Application ID: 11592618
Patent Status: 0

Claim One:
1. System for enhancing existing quality monitoring tools for monitoring and guiding agent performance within call centers, each of which provided with a plurality of agent terminals, a plurality of agent audio interfaces, and a plurality of software applications, comprising: a) a module for quality evaluation of agents' skills and/or of compliance with business processes; b) storage means for storing the results of said evaluation module, in the form of a plurality of profiles of performance; c) a Call Analysis System (CAS) being in data communication with said storage means and with said software applications, for: c.1) retrieving said profile of performance associated with an agent; and c.2) generating and transmitting a visual or textual or audio input regarding corrective and/or preventive action(s) required immediately during the current interaction, to an agent terminal, based on said performance profile, and/or on acquired real-time call-based information, as defined by predetermined criteria.