Recording user communications

摘要

A call handling platform receives a call placed by a caller, collects data points based on the caller's interaction with an interactive voice response module, and computes an experience score for the caller using the data points. The call handling platform compares the experience score to a predetermined first threshold that indicates a first level of caller satisfaction. The call handling platform determines whether an option is enabled for recording screen captures of a display screen coupled to a machine used by a human agent. Upon determining that the caller has a lower level of satisfaction than the first level of satisfaction, the call handling platform routes the call to a human agent. Based on determining that the option for recording screen captures is enabled, the call handling platform initiates recording of screen captures of a display screen coupled to a machine used by the human agent.

主权项

1. A computer-implemented method comprising:
receiving, at a call handling platform, a call placed by a caller to a calling number; collecting, by the call handling platform, data points based on an interaction of the caller with an interactive voice response (IVR) module during the call, wherein the IVR module is associated with the call handling platform; computing, by the call handling platform, an experience score for the caller using the data points, wherein the experience score reflects a numerical measure of a level of satisfaction of the caller in interacting with the IVR module during the call; accessing a predetermined first threshold that indicates a first level of caller satisfaction; comparing the experience score to the first threshold; determining, by the call handling platform, whether an option is enabled for recording screen captures of a display screen coupled to a machine used by a human agent; conditioned on determining, by the call handling platform and based on the comparing, that the experience score for the caller indicates that the caller has a lower level of satisfaction than the first level of caller satisfaction:
routing the call to a human agent at a call center; andbased on determining that the option for recording screen captures is enabled, initiating recording, by the call handling platform, of screen captures of a display screen coupled to a machine used by the human agent during the interaction between the caller and the human agent.