Patent ID: 8488771

Claim:
A method for evaluating an effectiveness of a prompt sequence played by an interactive voice response system, the prompt sequence containing a plurality of separate phrases, the method comprising: by an interactive voice response computer, playing the prompt sequence to a caller; by the interactive voice response computer, receiving an indication of a caller event during the playing of the prompt sequence, the indication including a timestamp; by the interactive voice response computer, calculating a shifted timestamp by compensating the timestamp for at least one of a system processing time and a caller reaction time; by the interactive voice response computer, mapping the shifted timestamp to a particular phrase of the plurality of separate phrases; determining that a second caller event is a caller hang-up of a misdialed call, based on a second shifted timestamp falling immediately after initiating the playing of the prompt sequence; mapping a plurality of shifted timestamps of a plurality of callers to the particular phrase, wherein the second caller event is removed from the mapping as a caller hang-up, and wherein evaluating the effectiveness of the particular phrase is based on the mapping of the plurality of shifted timestamps of the plurality of callers to the particular phrase; and evaluating the effectiveness of the particular phrase based on the mapping of the shifted timestamps.