Real-time monitoring of caller experience in a call flow
US8401156B1 · kind B1 · utility
9Cited by
1References
25Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Feb 8, 2008 |
| Grant date | Mar 19, 2013 |
| Priority date | — |
| Expiry date | Jan 19, 2032 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/355
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method, a system, and computer readable medium comprising instructions for monitoring caller experience in a call flow are provided. The method comprises collecting at least one selection by at least one caller in a call flow, generating performance analysis of a voice response system, combining the at least one selection and the performance analysis into a set of data, applying a monitoring formula to the set of data to form a result representing caller experience; and presenting the result to at least one service provider.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.