Apparatus and method for analyzing routing of calls in an automated response system
US6879685B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Mar 4, 2002 |
| Grant date | Apr 12, 2005 |
| Priority date | — |
| Expiry date | Oct 3, 2023 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2215/0188
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A system for analyzing the performance of an interactive voice response (IVR) system operates to record from end to end plural calls from callers. For a plurality of calls, the system codes and annotates an agent-caller interaction, including a topic discussed during the interaction; detects a routing operation of the IVR system by detecting a sequence of events in the IVR system, with reference to a call-flow file that summarizes the call-flow model of the IVR system, for each call; and cross-tabulates routing information obtained from the detected sequence of events with results from the coded and annotated agent-caller interactions.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.