Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2005-04-12
2005-04-12
Hong, Harry S. (Department: 2642)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S088180, C379S265130, C705S014270
Reexamination Certificate
active
06879685
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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Godfrey Katherine
Peterson Patrick
Suhm Bernhard
Hong Harry S.
Suchtya, Esq. Leonard C.
Verizon Corporate Services Group Inc.
Wall, Esq. Joel
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