Patent ID: 9628613
Date: 2017-04-18
CPC Classifications: H04M

Claim:
1. A method, comprising: collecting, by a selection system, at least one selection by at least one caller in a call flow comprising a plurality of steps; combining, by a caller experience monitoring system comprising at least one processor, the at least one selection and a performance analysis into a set of data; applying, by the caller experience monitoring system, a monitoring formula to the set of data to form a result representing caller experience for each step of the call flow; generating, by a performance tuning system comprising the at least one processor, performance analysis of a voice response system, wherein the performance tuning system comprises at least one tuning analysis report generated based on caller information in a database; combining, by the caller experience monitoring system, the at least one selection summary and the at least one tuning analysis report to form a set of data files; and presenting the result in a monitoring call flow to at least one service provider, wherein presenting the result comprises presenting at least one color rating of the caller experience in the monitoring call flow.