| 主权项 |
1. An automated quality assurance system configured to reduce the number of communications reviewed, which comprises:
a processor; and a non-transitory computer readable medium operably connected to the processor, wherein the non-transitory computer readable medium comprises a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, wherein the plurality of instructions comprises:
instructions that, when executed, receive a plurality of communications each between a customer and a customer service agent associated with a contact center;instructions that, when executed, convert each of the plurality of communications into text;instructions that, when executed, analyze the text and identifying data of each of the plurality of communications based on voice data and non-voice data to determine a score for each of the plurality of communications based on at least one attribute or contact center objective;instructions that, when executed, select a sub-set of the plurality of communications for review based on the determined score;instructions that, when executed, populate an electronic quality assurance analysis form with the identifying data, including a customer name;instructions that, when executed, transmit the sub-set of communications and the populated quality assurance analysis form to one or more quality assurance monitors; andinstructions that, when executed, display to a user results of a quality assurance analysis by the one or more quality assurance monitors. |
