Systems and methods for interaction evaluation

1. A method for evaluating interactions, the method, comprising, using a computer processor:

selecting, based on searching over a set of interactions, an interaction, the interaction involving an agent;

sending the selected interaction where the agent was involved and a computerized evaluation form to the agent and an evaluator, substantially simultaneously;

using an evaluation module, displaying to each of the evaluator and agent a set of screens defined by the computerized evaluation form, each screen including an evaluation question;

accepting from the agent an evaluation of the selected interaction where the agent was involved comprising for each evaluation question, an agent answer having associated with the agent answer a rating;

summing an agent rating from ratings associated with the agent answers provided by the agent;

summing an evaluator rating from ratings associated with evaluator answers provided by the evaluator;

calculating a variance from the agent rating and evaluator rating, wherein the variance is:

(|evaluator_score−Mean|+|agent_score−Mean|)*100/(2*MaxScore)

wherein evaluator_score is the sum of the ratings associated with the evaluator answers received from the evaluator;

agent_score is the sum of the ratings associated with the agent answers received from the agent;

Mean=(evaluator_score+agent_score)/2; and

MaxScore=the sum over each of the evaluation questions of the highest score or rating associated with answers for that question; and

displaying, at the same time: the evaluation question; the agent answer associated with the evaluation question; the evaluator answer associated with the evaluation question; and the variance.

2. The method of claim 1 , comprising:

accepting a time interval definition, defining how often to select the interaction; and

accepting a selection parameter definition, defining parameters for which interactions to select when selecting the interaction;

wherein a distribution definition determining the selecting of the interactions comprises the time interval definition and the selection parameter definition.

3. The method of claim 1 , comprising accepting from the evaluator, for each evaluation question, the corresponding evaluator answer having associated with the answer a rating.

4. The method of claim 1 , comprising accepting a submission indicating that the evaluator has completed the computerized evaluation form and accepting a submission indicating that the agent has completed the computerized evaluation form.

5. The method of claim 1 , wherein each answer associated with one of the evaluation questions has associated with the answer a predefined rating.

6. The method of claim 1 , comprising:

receiving:

a set of evaluation questions;

for each evaluation question, an answer; and

for each answer, a rating; and

creating the computerized evaluation form using the received evaluation questions, received answers, and received ratings.

7. A system for evaluating interactions, comprising:

a memory and;

one or more processors configured to:

select, based on searching over a set of interactions, an interaction, the interaction involving an agent;

send the selected interaction where the agent was involved and a computerized evaluation form to the agent and an evaluator, substantially simultaneously;

use an evaluation module, displaying to each of the evaluator and agent a set of screens defined by the computerized evaluation form, each screen including an evaluation question;

accept from the agent an evaluation of the selected interaction where the agent was involved comprising for each evaluation question, an agent answer having associated with the agent answer a rating;

sum an agent rating from ratings associated with the agent answers provided by the agent;

sum an evaluator rating from ratings associated with evaluator answers provided by the evaluator;

calculate a variance from the agent rating and evaluator rating, wherein the variance is:

(|evaluator_score−Mean|+|agent_score−Mean|)*100/(2*MaxScore)

wherein evaluator_score is the sum of the ratings associated with the evaluator answers received from the evaluator;

agent_score is the sum of the ratings associated with the agent answers received from the agent;

Mean=(evaluator_score+agent_score)/2; and

MaxScore=the sum over each of the evaluation questions of the highest score or rating associated with answers for that question; and

display, at the same time: the evaluation question; the agent answer associated with the evaluation question; the evaluator answer associated with the evaluation question; and the variance.

8. The system of claim 7 , wherein the one or more processors are configured to:

accept a time interval definition, defining how often to select the interaction; and

accept a selection parameter definition, defining parameters for which interactions to select when selecting the interaction;

wherein a distribution definition determining the selecting of the interactions comprises the time interval definition and the selection parameter definition.

9. The system of claim 7 , wherein the one or more processors are configured to accept from the evaluator, for each evaluation question, the associated evaluator answer having associated with the answer a rating.

10. The system of claim 7 , wherein the one or more processors are configured to accept a submission indicating that the evaluator has completed the computerized evaluation form and accept a submission indicating that the agent has completed the computerized evaluation form.

11. The system of claim 7 , wherein each answer associated with one of the evaluation questions has associated with the answer a predefined rating.

12. The system of claim 7 , wherein the one or more processors are configured to:

receive:

a set of evaluation questions;

for each evaluation question, an answer; and

for each answer, a rating; and

create the computerized evaluation form using the received evaluation questions, received answers, and received ratings.

13. A method for evaluating interactions, the method, comprising:

searching, using a processor, over a set of documents, for a document conforming to a selection definition and associated with an agent, the searching occurring according to a time interval;

sending the document associated with the agent and a computerized evaluation form to the agent and an evaluator, substantially simultaneously;

using an evaluation module, displaying to each of the evaluator and agent a set of screens defined by the computerized evaluation form, each screen including an evaluation question;

accepting from the agent an evaluation of the document, the accepting comprising for each evaluation question, an agent answer having associated with the agent answer a rating;

summing an agent rating from the ratings associated with the agent answers provided by the agent;

summing an evaluator rating from ratings associated with evaluator answers provided by the evaluator;

calculating a variance from the agent rating and evaluator rating, wherein the variance is:

(|evaluator_score−Mean|+|agent_score−Mean|)*100/(2*MaxScore)

wherein evaluator_score is the sum of the ratings associated with the evaluator answers received from the evaluator;

agent_score is the sum of the ratings associated with the agent answers received from the agent;

Mean=(evaluator_score+agent_score)/2; and

MaxScore=the sum over each of the evaluation questions of the highest score or rating associated with answers for that question; and

displaying, at the same time: the evaluation question; the agent answer associated with the evaluation question; the evaluator answer associated with the evaluation question; and the variance.

14. The method of claim 13 , comprising:

receiving a time interval definition, defining how often to search for the document; and

receiving a selection definition, defining parameters for which documents to search for when searching for documents.

15. The method of claim 13 comprising accepting a submission indicating that the evaluator has completed the computerized evaluation form and accepting a submission indicating that the agent has completed the computerized evaluation form.

16. The method of claim 13 , comprising:

receiving:

a set of evaluation questions;

for each question, an answer; and

for each answer, a score; and

creating the evaluation form using the received evaluation questions, received answers, and received scores.

17. The method of claim 13 , comprising:

receiving a time interval, defining how often to select an interaction; and

receiving a selection definition, defining parameters for which interactions to select when searching for the document.

18. The method of claim 1 , wherein the displaying of the evaluation question; the agent answer associated with the evaluation question; the evaluator answer associated with the evaluation question; and the variance; is on the same screen.

19. The method of claim 1 , wherein the selecting of the interaction is by an automatic process according to a time interval definition, defining how often to select the interaction.