| 摘要 |
<p>A system and method for monitoring call quality for calling centers using packet based call technology. A distributed system manages packet flow betw een a caller and a call center agent and storage servers. The distributed sy stem is used to monitor, record and analyze real time communications between the caller and the agent and to identify whether certain predetermined para meters are occurring in any particular call. In the event that such a predet ermined parameter does exist, a message can be sent to a supervisory station or dialog guidance messages may be sent to the agent.</p> |
