Conversation evaluation method in which conversations between telephone operators and customers are recorded and segmented for storage in a database that enables monitoring of operator development

摘要

Device for evaluation of a conversation between a customer and an operator comprises means for recording the conversation and means for segmenting said conversation recording into logical sections. The device also comprises a database with a table of conversation segments, a table of operators and a monitoring table together with means for presentation of a window comprising data drawn from the tables with at least an information field relative to a segment. The invention also relates to a corresponding method.