Title:
QUALITY INSPECTION METHOD AND APPARATUS FOR CONTACT CENTER
Document Type and Number:
WIPO Patent Application WO/2016/015542
Kind Code:
A1
Abstract:
Embodiments of the present invention provide a quality inspection method and apparatus for a contact center. In the quality inspection method for a contact center of the present invention, the contact center comprises a first quality inspection monitoring end and multiple agent clients, and the multiple agent clients are interconnected on the basis of a peer-to-peer network. The quality inspection method for a contact center comprises: the first quality inspection monitoring end sends a service monitoring request to a first agent client so as to monitor communication between the first agent client and a first user terminal, the service monitoring request carrying monitoring parameters; and further, the first quality inspection monitoring end receives a mixed media stream copy, sent by the first agent client, of the first agent client and the first user terminal, and starts monitoring a session between the first agent client and the first user terminal. In this way, quality inspection management on a peer-to-peer contact center is realized, and the quality of service of the peer-to-peer contact center is guaranteed.
Inventors:
YAN QIANG (CN)
Application Number:
PCT/CN2015/083120
Publication Date:
February 04, 2016
Filing Date:
July 01, 2015
Export Citation:
Assignee:
HUAWEI TECH CO LTD (CN)
International Classes:
H04M3/50
Foreign References:
| CN101106485A | 2008-01-16 | |||
| CN101444053A | 2009-05-27 | |||
| CN101729691A | 2010-06-09 | |||
| CN101621591A | 2010-01-06 | |||
| CN101119406A | 2008-02-06 |
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