System and method for the automated analysis of performance data

• US 7,551,723 B2
• Filed: 12/07/2004
• Issued: 06/23/2009
• Est. Priority Date: 07/02/2002
• Status: Active Grant

• Current Assignee: AT&T Knowledge Ventures, L.P. (AT&T, Inc.)
• Original Assignee: AT&T Intellectual Property I LP (AT&T, Inc.)
• Inventors: Knott, Benjamin A., Bushey, Robert R., Joseph, Kurt M., Pasquale, Theodore B., Martin, John M., Mills, Scott H.
• Primary Examiner(s): Anwah, Olisa
• Application Number:
  US11/005,685
• Publication Number:
  US 20050078805A1
• Time in Patent Office: 1,659 Days
• Field of Search: 379/1.02, 379/10.03, 379/67.1, 379/88.08, 379/88.16, 379/88.1, 379/201.03, 379/88.09
• US Class Current: 379/1.02
• CPC Class Codes: G06F 8/20 Software design
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G10L 15/1822 Parsing for meaning understanding
• CPC Class Codes: H04M 15/00 Arrangements for metering, time-control or time indication ; Metering, charging or billing arrangements for voice wireline or wireless communications, e.g. VoIP

Abstract

A method and system for automating the analysis of performance data includes an analysis system automatically analyzing a plurality of performance data sets, a task engine, and a score engine. The task engine allows for the matching of each performance data set with an assigned task for each performance data set and the retrieval of a correct key sequence for each performance data set. The score engine compares the correct key sequence with a recorded key sequence of the performance data set to determine if the assigned task is successfully accomplished. The score engine further calculates one or more response times for each performance data set. The automated analysis of performance data allows for a cost savings, more efficient use of time, and more reliable and consistent performance data analysis results.

Claims

1. A graphical user interface (GUI) comprising:

a first display area comprising a first user selectable object to permit selection of a first log file for analysis, the first log file comprising data associated with an interactive voice response (IVR) system simulation conducted using at least a first participant;

a second display area comprising a second user selectable object to permit selection of a second log file for analysis, the second log file comprising data associated with an IVR system simulation conducted using at least a second participant; and

at least a third display area to present participant-specific results associated with the analysis of at least one of the first log file and the second log file.

2. The GUI of claim 1, wherein the participant-specific results comprise a pass/fail summary for the first participant and the second participant.

3. The GUI of claim 1, further comprising a fourth display area comprising a third user selectable object to permit selection of an output file.

4. The GUI of claim 1, further comprising at least one user selectable object selectable to initiate analysis of at least one of the first log file and the second log file.

5. The GUI of claim 1, wherein the participant-specific results comprise information associated with performance of a correct key sequence.

6. The GUI of claim 1, wherein the participant-specific results comprise information associated with participant response times.

7. A method of presenting information associated with an interactive voice response (IVR) system test, the method comprising:

displaying a first user selectable object on a graphical user interface (GUI), the first user selectable object selectable to permit a user to select a first log file for analysis, the first log file comprising data associated with an IVR system test conducted using at least a first participant;

displaying a second user selectable object on the GUI, the second user selectable object selectable to permit a user to select a second log file for analysis, the second log file comprising data associated with an IVR system test conducted using at least a second participant; and

displaying participant-specific results associated with the analysis of at least one of the first log file and the second log file in a results display area.

8. The method of claim 7, further comprising displaying, on the GUI, a pass/fail summary for the first participant and the second participant.

9. The method of claim 7, further comprising displaying, on the GUI, a third user selectable object, the third user selectable object selectable to permit selection of an output file.

10. The method of claim 7, further comprising displaying, on the GUI, at least one user selectable object selectable to initiate analysis of at least one of the first log file and the second log file.

11. The method of claim 7, wherein the participant-specific results comprise information associated with performance of a correct key sequence.

12. The method of claim 7, wherein the participant-specific results comprise information associated with participant response times.

13. A system comprising:

means for retrieving a correct key sequence for a first task performed by a first participant as part of a first interactive voice response (IVR) system test;

means for retrieving a correct key sequence for a second task performed by a second participant as part of a second IVR system test;

means for scoring the performance of the first participant and the second participant; and

a graphical user interface (GUI) comprising;

a first display area to present scoring results for the first and second participant;

a second display area comprising a first user selectable object to permit selection of a first log file for analysis, the first log file comprisiing data associated with an interactive voice response (IVR) system simulation conducted using the first participant;

a third display area comprising a second user selectable object to permit selection of a second log file for analysis, the second log file comprising data associated with IVR system simulation conducted using the second participant; and

a fourth display area comprising a third user selectable object to permit selection of an output file.

14. The system of claim 13, wherein the scoring results comprise a pass/fail summary for the first participant and the second participant.

15. The system of claim 13, wherein the GUI further comprises a selectable object to initiate analysis of at least oneof the first log file and the secong log file.

16. The system of claim 13, wherein the means for scoring comprises:

means for comparing the correct key sequence for the first task against an actual performance by the first participant; and

means for comparing the correct key sequence for the second task against an actual performance by the second participant.

17. The system of claim 16, wherein the scoring results comprise information associated with the actual performance of respective correct key sequences by the first participant and the second participant.

18. The system of claim 13, wherein the means for scoring comprises:

means for determining a response time of the first participant to perform the correct key sequence for the first task; and

means for determining a response time of the second participant to perform the correct key sequence for the second task.

19. The system of claim 18, wherein the scoring results comprise information associated with the response time of the first participant and the second participant.