论文信息 - CallAn : A Tool to Analyze Call Center Conversations

CallAn : A Tool to Analyze Call Center Conversations

Agent Quality Monitoring (QM) of customer calls is critical for call center companies. We present CallAn, a tool to analyze the call center conversations based on different conversation parameters. CallAn presents the users with timeline analysis of the conversation along with different meta and voice parameters in the form of an analytic dashboard. The user can compare the values with average values of these parameters. Objectivity in evaluation using CallAn can reduce the supervisor bias and also reduce the effort for quality monitoring.

Frédéric Béchet | B. Favre | Balamurali | Benoit Favre

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