A system for assessing an automated call routing system's performance is structured
to present a caller calling into the automated call routing system with a call
that includes an interactive voice response (IVR) portion and, at an option of
the caller, an caller/agent dialog portion. The system operates to monitor calls
coming into the automated call routing system and to record end-to-end calls from
among the calls coming into the automated call routing system. A sequence of events
for the recorded calls is transcribed, including events occurring in the IVR portion
and in the caller/agent dialog portion, to identify predetermined call events of
interest. The transcribed calls are analyzed to infer a complete event sequence
of each of the recorded calls. From the analysis, parameters are calculated corresponding
to cost effectiveness and usability of the automated call routing system, based
at least in part upon information obtained by the caller during the IVR portion.
