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1.发明授权Apparatus and method for analyzing routing of calls in an automated response system 有权用于分析自动响应系统中呼叫路由的装置和方法公开(公告)号：US06879685B1
公开(公告)日：2005-04-12
申请号：US10090210
申请日：2002-03-04
CPC分类号： H04M15/58 , G06Q10/0639 , H04M3/36 , H04M3/493 , H04M3/51 , H04M15/00 , H04M15/43 , H04M2203/555 , H04M2215/0188
摘要： 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.
摘要翻译： 用于分析交互式语音响应（IVR）系统的性能的系统操作以从端到端记录来自呼叫者的多个呼叫。 对于多个呼叫，系统编码并注释代理 - 呼叫者交互，包括在交互期间讨论的主题; 通过检测IVR系统中的事件序列，参考对每个呼叫总结IVR系统的呼叫流模型的呼叫流文件来检测IVR系统的路由操作; 并且将从所检测的事件序列获得的路由信息与来自编码和注释的代理 - 呼叫者交互的结果进行交叉列表。
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2.发明授权Apparatus and method for visually representing events in calls handled by an automated response system 失效用于在视觉上表示由自动响应系统处理的呼叫中的事件的装置和方法公开(公告)号：US06937705B1
公开(公告)日：2005-08-30
申请号：US10090546
申请日：2002-03-04
CPC分类号： H04M3/4936 , H04M3/2281 , H04M15/43
摘要： A system for visually representing call events in calls handled by an automated response system of a call processing center uses a recording of calls recorded from end to end. Events of interest that occurred during a recorded call are annotated and time stamped, and a call type of the call is determined. Time stamp data for predetermined significant events of the annotated events of interest is segregated, with the time stamp data providing timings for the predetermined significant events. The timings are tabulated by call type and bar graphs are prepared to illustrate the timings of the predetermined significant events for each call type.
摘要翻译： 用于在由呼叫处理中心的自动响应系统处理的呼叫中可视地表示呼叫事件的系统使用从端到端记录的呼叫的记录。 在记录的呼叫期间发生的兴趣事件被注释和时间戳，并且确定呼叫的呼叫类型。 时间戳数据用于预定重要事件的时间戳数据提供定时。 定时由呼叫类型列表，条形图准备说明每个呼叫类型的预定重要事件的定时。
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