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Apparatus and method for visually representing events in calls handled by an automated response system

  • US 6,937,705 B1
  • Filed: 03/04/2002
  • Issued: 08/30/2005
  • Est. Priority Date: 03/05/2001
  • Status: Expired due to Term
First Claim
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1. A method of visually representing call events and completion times on a call-type basis for calls to an automated response system of a call processing center, a call to the call processing center including an interactive voice response (IVR) portion of the call, and, at a caller'"'"'s option, a hold portion of the call and an agent-caller dialog portion of the call, said method comprising the steps of:

  • obtaining a recording of calls recorded from end to end;

    annotating events of interest that occurred during a recorded call, time stamping a time when each event of interest occurred, and determining a call type of the call by categorizing the call into one of a plurality of call types in accordance with a manner in which the call was handled by the call processing center;

    segregating time stamp data for predetermined significant events of the annotated events of interest, the time stamp data for the predetermined significant events providing timings for the predetermined significant events;

    tabulating the timings by call type; and

    preparing and visually displaying bar graphs to illustrate the timings of the predetermined significant events for each of the plurality of call types.

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