ANALYSIS OF CALLS RECORDED AT A CALL CENTRE FOR SELECTING CALLS FOR AGENT EVALUATION

摘要

This invention relates to a method and system for selecting a call centre agent's call for evaluation. Presently, calls are selected at random for evaluation by the call centre team leader. Generally speaking, this is an inefficient way to choose the calls, is time consuming and can result in an unfair evaluation of the agent's performance. According to the present invention there is provided a method and system for selecting an agent's calls for evaluation which entails analysing each of the calls, extracting certain call audio features and using the extracted features to score the calls based on the call's features. Once the calls have been scored, they are clustered into groups of similarly-featured calls. In this way, calls that are typical and atypical of an agent's performance may be retrieved more reliably and faster than was heretofore the case. According to one particularly preferred embodiment, a selection of calls suitable for evaluation can be presented to the call centre team leader.