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System and method for automatic quality management in a contact center environment
System and method for automatic quality management in a contact center environment
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机译:联络中心环境中自动质量管理的系统和方法
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摘要
A method for automatically managing a recorded interaction between a customer and an agent of a contact center includes: extracting, by a processor, features from the recorded interaction; computing, by the processor, a score of the recorded interaction by supplying the features to a prediction model; detecting, by the processor, a condition based on the score; matching, by the processor, the condition with an action; and transmitting, by the processor, a command to control a component of the contact center to perform the action.
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