System and method for measuring interactive voice response application efficiency
US6810111B1 · kind B1 · utility
36Cited by
11References
24Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Jun 25, 2001 |
| Grant date | Oct 26, 2004 |
| Priority date | — |
| Expiry date | Jul 26, 2021 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M3/4936
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
The present invention relates generally to monitoring performance of interactive automated customer applications and more particularly to monitoring performance of an interactive voice response (IVR) system. The present invention monitors IVR state changes in an IVR application. The present invention appends IVR state changes to a history log to allow performance monitoring. Specifically, the present invention logs successful goal completion states (in addition to other information) in the history log where successful goal completion states are associated with a plurality of events associated with said IVR application.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.