Granted Patent B1

US 8,401,156 · App. 12/028,248 · Granted Mar 19, 2013

Abstract

Claims (54)

1. A method for monitoring caller experience, the method comprising:

collecting at least one selection by at least one caller in a call flow comprising a plurality of steps;

generating performance analysis of a voice response system;

combining the at least one selection and the performance analysis into a set of data;

applying a monitoring formula to the set of data to form a result representing caller experience for each step of the call flow; and

presenting the result to at least one service provider.

2. The method of claim 1 , wherein the monitoring formula comprises a set of metrics for measuring the caller experience for each step of the call flow.

3. The method of claim 2 , wherein applying a monitoring formula to the set of data comprises:

identifying at least one criterion for the set of metrics; and

assigning at least one value to each of the at least one criterion, wherein the at least one value is one of a full value or a half value.

4. The method of claim 3 , further comprising:

assigning a range of values to at least one color rating of each of the at least one criterion;

dividing the range of values into at least one sub-range; and

assigning a sub-rating to each of the at least one sub-range.

5. The method of claim 4 , wherein the at least one color-rating is one of a red color-rating, a green color-rating, or a yellow color-rating.

6. The method of claim 4 , wherein dividing the range of values into at least one sub-range comprises:

dividing the range of values into five sub-ranges.

7. The method of claim 4 , further comprising:

calculating an overall caller experience for the monitoring formula based on the at least one criterion.

8. The method of claim 7 , further comprising:

assigning at least one color rating to the overall caller experience, wherein the at least one color rating comprises a red color-rating, a green color-rating, and a yellow color-rating.

9. The method of claim 8 , wherein a green color-rating represents that the at least one caller experience great customer satisfaction.

10. The method of claim 8 , wherein a yellow color-rating represents that the at least one caller has serious questions about customer satisfaction.

11. The method of claim 8 , wherein a red color-rating represents that the at least one caller experience has been seriously impacted.

12. The method of claim 4 , further comprising:

assigning the sub-rating to each of the at least one criterion based on the set of data; and

calculating a weight for each of the at least one criterion based on the at least one value and the sub-rating.

13. The method of claim 12 , wherein calculating a weight for each of the at least one criterion comprises:

multiplying the at least one value by the sub-rating.

14. The method of claim 12 , further comprising:

calculating a total weight by totaling the weight for each of the at least one criterion; and

dividing the total weight by a number of calls through each step of the call flow to form the result.

15. The method of claim 8 , wherein presenting the result to at least one service providers comprises:

presenting at least one color rating of the overall caller experience in a monitoring call flow.

16. The method of claim 8 , wherein presenting the result to at least one service providers comprises:

presenting at least one color rating of the overall caller experience in a Web interface.

17. A system for monitoring caller experience comprising:

a voice response system for processing at least one call from at least one caller, the voice response system comprising a plurality of call flow steps and collecting at least one selection by the at least one caller;

a voice or dial selection system for providing at least one selection at at least one of the steps to the at least one caller;

a performance tuning system for generating performance analysis of the voice response system; caller experience monitoring system for combining the at least one selection and the generated performance analysis into a set of data; and applying a monitoring formula to the set of data to form a result representing caller experience for each step of the call flow; and

a caller experience monitoring system for monitoring caller experience of the at least one caller at each of the call flow steps and presenting the caller experience to a service provider.

18. The system of claim 17 , wherein the voice or dial selection system comprises at least one selection summary comprising a summary of selections made by the at least one caller.

19. The system of claim 18 , wherein the performance tuning system comprises at least one tuning analysis report generated based on caller information in a database.

20. The system of claim 19 , wherein the caller experience monitoring system is operable to combine the at least one selection summary and the at least one tuning analysis report to form a set of data files.

21. The system of claim 20 , wherein the caller experience monitoring system is further operable to apply a monitoring formula to data in the set of data files.

22. The system of claim 17 , wherein the caller experience monitoring system is operable to present the result in a monitoring call flow to the service provider.

23. The system of claim 21 , wherein the monitoring formula comprises a set of metrics for measuring caller experience.

24. The system of claim 17 , wherein the caller experience monitoring system is operable to present the result in a Web interface to the service provider.

25. A non-transitory computer readable medium comprising instructions for:

collecting at least one selection by at least one caller in a call flow comprising a plurality of steps;

generating performance analysis of a voice response system;

combining the at least one selection and the performance analysis into a set of data;

applying a monitoring formula to the set of data to form a result representing caller experience for each of the plurality of steps; and

presenting the result to at least one service providers.

Assignments (12)