QUALITY MONITORING AUTOMATION IN CONTACT CENTERS

1 . A method comprising:

receiving, by a processor, a question comprising text;

identifying, by the processor, one or more identified topics from a plurality of tracked topics tracked by an analytics system in accordance with the text of the question, the analytics system being configured to perform analytics on a plurality of interactions with a plurality of agents of a contact center;

outputting, by the processor, the one or more identified topics;

associating, by the processor, one or more selected topics with the question, the selected topics one or more of the identified topics;

adding, by the processor, the question and the selected topics to the evaluation form; and

outputting the evaluation form.

2 . The method of claim 1 , wherein the identifying the one or more identified topics from a plurality of tracked topics tracked by the analytics system in accordance with the text of the question comprises, for each topic of the plurality of tracked topics:

computing a question-topic similarity metric between the text of the question and the topic; and

connecting the topic to the question when the question-topic similarity metric exceeds a threshold.

3 . The method of claim 2 , wherein the computing the question-topic similarity metric between the text of the question and the topic comprises:

computing a plurality of word similarity metrics, each word similarity metric corresponding to a similarity between a stemmed word of the text of the question and a most similar stemmed word in the topic; and

summing the plurality of word similarity metrics to compute the question-topic similarity metric.

4 . The method of claim 3 , further comprising:

normalizing the question-topic similarity metric by a number of unique stemmed words in the text of the question.

5 . The method of claim 1 , further comprising receiving a data type of answers to the question, the data type being one of:

a yes/no data type;

a multiple response data type;

a numerical value data type; and

a free text data type.

6 . The method of claim 1 , further comprising:

associating the evaluation form with an evaluation session;

associating one or more interactions to the evaluation session; and

identifying and associating one or more evaluators to the evaluation session.

7 . A method for evaluating an interaction between a customer and an agent of a contact center, the method comprising:

outputting, by a processor, an evaluation form comprising a plurality of questions, each of the plurality of questions being associated with one or more question topics;

outputting, by the processor, the interaction, the interaction being associated with one or more interaction topics, each of the one or more interaction topics being associated with at least one portion of the interaction; and

for each question of the plurality of questions:

identifying, by the processor, at least one portion of the interaction relevant to the question, the at least one portion corresponding to one of the interaction topics, wherein the one of the interaction topics corresponds to one of the question topics; and

receiving, by the processor, an answer to the question.

8 . The method of claim 7 , wherein the identifying the at least one portion of the interaction relevant to the question comprises highlighting the at least one portion on a user interface device.

9 . The method of claim 7 , wherein the identifying the at least one portion of the interaction relevant to the question comprises displaying a representation of the interaction on a user interface device and displaying at least one icon at location of the representation of the interaction corresponding to the at least one portion.

10 . The method of claim 7 , wherein the interaction is a recording, and

wherein the identifying the at least one portion of the interaction relevant to the question comprises automatically playing back the relevant portion of the interaction.

11 . The method of claim 7 , further comprising, for each question of the questions:

determining whether question is relevant to the interaction; and

hiding the question when the question is irrelevant to the interaction.

12 . The method of claim 7 , wherein, when the question is a multiple response question comprising a plurality of answers, each of the answers of the multiple response question is associated with one or more question-answer topics, and

wherein the identifying, by the processor, at least one portion of the interaction relevant to the question comprises identifying at least one portion corresponding to one of the interaction topics corresponding to one of the question-answer topics.

13 . A method for evaluating an interaction in accordance with an evaluation form comprising a plurality of questions, the method comprising:

for each current question of the plurality of questions:

generating a query in accordance with the current question and the interaction;

querying a knowledge base based on the question and the interaction, the knowledge base comprising an index of a plurality of triples, each triple comprising a question, an answer, and an interaction document;

identifying a closest matching triple of the plurality of triples of the knowledge base in accordance with the current question and the interaction; and

outputting the answer of the closest matching triple.

14 . The method of claim 13 , wherein the knowledge base is generated from a plurality of evaluations of a plurality of previously evaluated interactions.