System and method for measuring interactive voice response application efficiency
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United States of America Patent
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May 26, 2009
Grant Date -
Feb 17, 2005
app pub date -
Sep 10, 2004
filing date -
Jun 25, 2001
priority date (Note) -
In Force
status (Latency Note)
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Abstract
The present invention relates generally to monitoring performance of interactive automated customer applications and more particularly to monitoring performance of an interactive voice response (IVR) system. The present invention monitors IVR state changes in an IVR application. The present invention appends IVR state changes to a history log to allow performance monitoring. Specifically, the present invention logs successful goal completion states (in addition to other information) in the history log where successful goal completion states are associated with a plurality of events associated with said IVR application.
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