Abstract: Systems and methods for monitoring a quality of interactions include: receiving one or more quality metrics relating to one or more quality targets; determining, on a periodic basis, a current quality value for each of the one or more quality targets; calculating a deviation of the current quality value from a desired value of the quality target; weighting the one or more quality targets according to the calculated deviation; and determining a set of one or more interactions for review based on one or more quality metric deviations and the weighted quality targets.

Abstract: Embodiments of the invention are directed to a computer-implemented system and method of performing quality assurance. The method may include receiving, by a processor, a quality plan comprising an expected number of evaluation tasks, wherein each evaluation task is distributed to an evaluator of a plurality of evaluators to be completed. For each evaluator, the processor computes an expected number of evaluation tasks to be completed per period, wherein the expected number of evaluation tasks completed per period is based on the expected number of evaluation tasks averaged over a set time period. The processor receives, for each evaluator, a number of actual evaluation tasks completed during the set time period and reassigns one or more evaluation tasks from the evaluator if the actual evaluation tasks completed during the set time period for said evaluator does not meet a predetermined threshold.

Abstract: A method and system may select an interaction involving an agent, sending the selected interaction and a computerized form to the agent and an evaluator, simultaneously or concurrently, displaying to the evaluator and agent screens defined by the form, each screen including an evaluation question, accepting from the agent, for each evaluation question, an agent answer having associated with the agent answer a rating, accepting from the evaluator a submission indicating that the evaluator has completed the computerized evaluation form, accepting from the agent a submission indicating that the agent has completed the computerized evaluation form, summing an agent rating from the ratings associated with the agent answers provided by the agent, summing an evaluator rating from the ratings associated with evaluator answers provided by the evaluator, and calculating a variance from the agent rating and evaluator rating.

Abstract: A method and system may select an interaction involving an agent, sending the selected interaction and a computerized form to the agent and an evaluator, simultaneously or concurrently, displaying to the evaluator and agent screens defined by the form, each screen including an evaluation question, accepting from the agent, for each evaluation question, an agent answer having associated with the agent answer a rating, accepting from the evaluator a submission indicating that the evaluator has completed the computerized evaluation form, accepting from the agent a submission indicating that the agent has completed the computerized evaluation form, summing an agent rating from the ratings associated with the agent answers provided by the agent, summing an evaluator rating from the ratings associated with evaluator answers provided by the evaluator, and calculating a variance from the agent rating and evaluator rating.

Abstract: A method and system may select an interaction involving an agent, sending the selected interaction and a computerized form to the agent and an evaluator, simultaneously or concurrently, displaying to the evaluator and agent screens defined by the form, each screen including an evaluation question, accepting from the agent, for each evaluation question, an agent answer having associated with the agent answer a rating, accepting from the evaluator a submission indicating that the evaluator has completed the computerized evaluation form, accepting from the agent a submission indicating that the agent has completed the computerized evaluation form, summing an agent rating from the ratings associated with the agent answers provided by the agent, summing an evaluator rating from the ratings associated with evaluator answers provided by the evaluator, and calculating a variance from the agent rating and evaluator rating.