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Apparatus and method for logging events that occur when interacting with an automated call center system

  • US 6,904,143 B1
  • Filed: 03/04/2002
  • Issued: 06/07/2005
  • Est. Priority Date: 03/05/2001
  • Status: Expired due to Term
First Claim
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1. An apparatus for logging events that occur during a call to a call center, said apparatus comprising:

  • an analysis unit adapted to analyze a recording of a complete call to the call center; and

    a memory unit adapted to automatically record, in an event log, information about events that occurred during an interaction between the caller and an interactive voice response (IVR) program of an IVR system of the call center, wherein said analysis unit is programmed with the IVR program'"'"'s call flow, such that all possible paths the caller may take while interacting with the IVR program are known by said analysis unit, the event log includes data on at least one of;

    a prompt made by the IVR system to the caller, a touch-tone entry made by the caller in response to the prompt, a verbal answer spoken by the caller in response to the prompt, a period of silence, termination of the call by the caller, and transfer of the call to a live agent, and the event log logs events in sequential order.

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