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A system for conversation quality monitoring of call center conversation and a method thereof
A system for conversation quality monitoring of call center conversation and a method thereof
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机译:呼叫中心会话的会话质量监控系统及其方法
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摘要
The present invention is related to improving a conversation quality of calls in a call centre setup/environment. The system of the present invention allows monitoring of several live ongoing audio conversations to alert supervisor regarding vulnerable/deviations in the call being handled by a call centre agent. The alerts are displayed on the supervisor console by way of providing graphical visual display in order to seek attention of the supervisor. The system also facilitates the supervisor to listen to the live conversation on his desktop by clicking on the visual display.
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