Abstract: One embodiment comprises a data processing system for populating selections in an evaluation operator interface. The system may record voice sessions of phone calls, transcribe the voice sessions and store transactions including the voice sessions and transcripts. The system receives a request from a client computer for an evaluation to evaluate a transaction that was assigned an automated score according to the automated scoring template based on a transcript of the transaction having matched a lexicon. The system generates the evaluation. Generating the evaluation comprises setting an answer control for a question in the evaluation to a preselected answer based on a defined correspondence between the automated score and the preselected answer, the preselected answer selected from a defined set of acceptable answers to the question. The system may generate page code for the answer control that sets the answer control to the preselected answer.

Abstract: One embodiment comprises a data processing system for populating selections in an evaluation operator interface. The system may record voice sessions of phone calls, transcribe the voice sessions and store transactions including the voice sessions and transcripts. The system receives a request from a client computer for an evaluation to evaluate a transaction that was assigned an automated score according to the automated scoring template based on a transcript of the transaction having matched a lexicon. The system generates the evaluation. Generating the evaluation comprises setting an answer control for a question in the evaluation to a preselected answer based on a defined correspondence between the automated score and the preselected answer, the preselected answer selected from a defined set of acceptable answers to the question. The system may generate page code for the answer control that sets the answer control to the preselected answer.

Abstract: One embodiment comprises a data processing system for populating selections in an evaluation operator interface. The system may record voice sessions of phone calls, transcribe the voice sessions and store transactions including the voice sessions and transcripts. The system receives a request from a client computer for an evaluation to evaluate a transaction that was assigned an automated score according to the automated scoring template based on a transcript of the transaction having matched a lexicon. The system generates the evaluation. Generating the evaluation comprises setting an answer control for a question in the evaluation to a preselected answer based on a defined correspondence between the automated score and the preselected answer, the preselected answer selected from a defined set of acceptable answers to the question. The system may generate page code for the answer control that sets the answer control to the preselected answer.

Abstract: A method comprises receiving a plurality of voice sessions and creating a unique identifier for each of the plurality of voice sessions, wherein each identifier is unique for the duration of its associated voice session. The method also includes assigning the unique identifiers to the associated voice session, and creating a unique data session for each voice session. The method further includes assigning the unique identifier of each voice session to the data session associated with its voice session. The method also includes receiving a plurality of voice sessions and a plurality of data sessions at a manager, and matching one of the plurality of received voice sessions with its associated data session based at least in part on the unique identifier. The method further includes communicating the matched voice session and data session to one of a plurality of agents.

Abstract: A method comprises receiving a plurality of voice sessions and creating a unique identifier for each of the plurality of voice sessions, wherein each identifier is unique for the duration of its associated voice session. The method also includes assigning the unique identifiers to the associated voice session, and creating a unique data session for each voice session. The method further includes assigning the unique identifier of each voice session to the data session associated with its voice session. The method also includes receiving a plurality of voice sessions and a plurality of data sessions at a manager, and matching one of the plurality of received voice sessions with its associated data session based at least in part on the unique identifier. The method further includes communicating the matched voice session and data session to one of a plurality of agents.