Patent ID: 6879685
Filing Date: 2005-04-12
Classification: G06Q,H04M

Abstract:
1. A method of analyzing performance of an interactive voice response (IVR) system of a call processing center with respect to routing of calls received by the IVR system from callers, the IVR system being operable to route the calls in accordance with a call-flow model of the IVR system based on inputs of the callers to the IVR system, the performance being defined as accuracy of routing decisions made by the IVR system compared to where the callers should have been routed in accordance with the callers' true reasons for calling the call processing center, said method comprising the steps of: recording from end to end plural calls from the callers; for a plurality of recorded calls, coding and annotating an agent-caller interaction, including a topic discussed during the interaction to obtain coded and annotated agent-caller interactions; for a plurality of recorded calls, detecting 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 a plurality of recorded calls, summarizing the detected sequence of events in a call-sequence file; compiling a list of call-sequence files; compiling from the list of call-sequence files a summary file that lists information collected from calls interacting with the IVR system, including routing information and a routing destination out of the IVR system for the calls; creating summary results for the coded and annotated agent-caller interactions; and cross-tabulating the routing information in the summary file with the summary results from the coded and annotated agent-caller interactions.