System and method for integrating runtime usage statistics with developing environment

US9172803B2 · kind B2 · utility

Assignee

• ASPECT SOFTWARE, INC. · US

Inventors

• Michael Bachran · Bornheim, DE
• Stefan Besling · Aachen, DE
• Martin Mauelshagen · Schwerte, DE
• Hanno Wiegard · Bad Honnef, DE

Key dates

• Filing date: Aug 20, 2010
• Grant date: Oct 27, 2015
• Expiry date: Jun 22, 2032

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2203/355
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

A self-help application such as in an interactive voice response (IVR) platform serving users is enabled for providing an integrated development (IDE) and monitoring environment. This provides real-time reporting and analysis on user behavior, application performance and transaction success. The application is coded in software objects (VoiceObjects) specific to the context of the application. These are pre-built objects that include dialog components, resource management, logic, actions, layer and business tasks. This object-oriented approach uncouples the underlying technology from the application and allows designers to build user-friendly applications. In one embodiment, Java or VoiceXML codes are generated dynamically from these objects and executed by a browser in the IVR. A set of core metrics is defined for each object type as well as configurable levels for these metrics. Data associated with individual objects are collected, aggregated, analyzed and displayed in context by the IDE.