Apparatus and method for analyzing routing of calls in an automated response system
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United States of America Patent
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Apr 12, 2005
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app pub date -
Mar 4, 2002
filing date -
Mar 5, 2001
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Abstract
A system for analyzing the performance of an interactive voice response (IVR) system operates to record from end to end plural calls from callers. For a plurality of calls, the system codes and annotates an agent-caller interaction, including a topic discussed during the interaction; detects 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 each call; and cross-tabulates routing information obtained from the detected sequence of events with results from the coded and annotated agent-caller interactions.
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