Abstract: Methods, systems, and products are disclosed for creating a record with a customer. One method receives at a communication center a request for support from the customer. A data field is presented to an agent for entry of information identifying the customer. A menu of options is presented that allows the agent to make selections describing the customer's request for support. A preformatted note is populated with selections received from the agent. The preformatted note has fields corresponding to the menu of options, with the preformatted note formed by populating a particular field with the corresponding selection by the agent. The preformatted note is stored as the record of the customer's request for support, wherein the preformatted note has a standardized format regardless of the agent.

Abstract: A method, system, and computer program product for providing web-based quality assessment, tracking, and reporting services for call monitoring are provided. The method includes presenting a main menu of user-selectable options via the evaluation services system over the web-based network. The user selectable options include a call monitoring option for requesting an evaluation of a call representative and a search option for searching completed call monitoring forms resulting from call monitoring sessions. The method also includes receiving a selection from the user-selectable options and presenting to a call monitor system, in response to selection of the call monitoring option, a call monitor form template over the web-based network.

Abstract: Embodiments of the invention relate to a method, system, and storage medium for providing web-based quality assessment, tracking, and reporting services for call monitoring. The method includes providing quality assessment services relating to call monitoring by presenting a call monitor form template over a web-based network to a call monitor system in response to a request to evaluate a call representative. The call monitor form template contains data entry fields for identifying a call being monitored, a customer initiating the call, and a call representative receiving the call. The call monitor form template also includes initiatives and scoring data fields for receiving evaluation data from the call monitor system. The method further includes receiving a completed call monitor form over the web-based network, and making the completed call monitor form accessible to authorized individuals over the web-based network. Other embodiments include a system and a storage medium.