| 摘要 |
Systems and methods for generating performance metrics to monitor and/or enhance the performance of telephone-intensive personnel are disclosed. The method generally includes detecting voice activity on a receive and/or a transmit channel in a communications system, outputting voicing decision outputs based on the detecting, storing the voicing decision outputs over a period of time to memory, and generating voice activity performance metrics based on the voicing decision output stored in the memory. The generating may include generating a running average ratio of duration of voice activity on the transmit channel to duration of voice activity on the receive channel (talk-listen ratio) over a certain period of time for one or more agents. The talk-listen ratio may be compared to a target ratio. The system may generally include a voice activity detector (VAD) configured to detect voice activity on a receive and/or transmit channel in a communications system, a memory to store outputs from the VAD, and a voice activity analyzer configured to generate performance metrics based on the VAD outputs stored in the memory.
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