Patent ID: 9635154
Date: 2017-04-25
CPC Classifications: G06Q,H04M

Claim:
1. A computer-implemented method for monitoring caller experience, the method comprising: obtaining, by a computing system, real-time caller experience of at least one step in a call flow; selecting, by the computing system, a plurality of steps from the at least one step to form a group; presenting, by the computing system, caller experience of the plurality of steps in a first level of the call flow; presenting the group, by the computing system, as a step in a second level of the call flow; and generating spindown summaries, by the computing system, comprising a summary of selections made by each caller; wherein the obtaining of the caller experience of at least one step in the call flow comprises: generating, by the computing system, performance analysis of a voice response system; combining, by the computing system, the selecting and the performance analysis into a set of data; and applying a monitoring formula to the set of data, by the computing system, to form a result representing the caller experience.