| 摘要 |
Embodiments of the present invention provide a quality inspection method and apparatus for a contact center. In the quality inspection method for a contact center of the present invention, the contact center comprises a first quality inspection monitoring end and multiple agent clients, and the multiple agent clients are interconnected on the basis of a peer-to-peer network. The quality inspection method for a contact center comprises: the first quality inspection monitoring end sends a service monitoring request to a first agent client so as to monitor communication between the first agent client and a first user terminal, the service monitoring request carrying monitoring parameters; and further, the first quality inspection monitoring end receives a mixed media stream copy, sent by the first agent client, of the first agent client and the first user terminal, and starts monitoring a session between the first agent client and the first user terminal. In this way, quality inspection management on a peer-to-peer contact center is realized, and the quality of service of the peer-to-peer contact center is guaranteed. |
