Patent ID: 7003079

Claim:
A method of monitoring performance of an interactive voice response (IVR) system used by an automated call processing center, a call from a caller to the call processing center including an initial IVR portion of the call, and, at the caller's option, an agent-caller dialog portion of the call, said method comprising: generating logs of call activity within the IVR system for a plurality of calls; determining, from the logs of call activity, routing information related to the plurality of calls within the IVR system, including routing of calls out of the IVR system to an agent; noting, in the logs of call activity, predetermined significant activity in agent-caller dialog portions of calls routed to an agent; determining at least one effectiveness quantity by comparing a reason for a call implied from the routing information related to the call to a true intention of the caller determined from the agent-call dialog portion of the caller; generating a performance model of the IVR system from the logs of call activity; and analyzing the logs of call activity, the determined routing information, the at least one effectiveness quantity, and the performance model to determine a performance value of the IVR system, wherein the performance value is used to monitor the IVR system.