| 摘要 |
The provision of call handling treatments in sequence to callers interacting with an automated call-handling system is managed by: (i) for each of a plurality of callers interacting with the automated call handling system: (a) providing a sequence of call handling treatments to the caller in accordance with one or more workflows; (b) monitoring a measurable performance indicator associated with that caller's behavior; (c) determining an association between the performance indicator and one or more of the call handling treatments provided to the caller; and (d) recording the association; (ii) based on the recorded associations, determining a pattern of deviation in the performance indicator attributable to one or more of the call handling treatments; and (iii) altering the or each workflow in response to the pattern of deviation by making a change in the or each workflow selected from: promoting a call handling treatment to an earlier point in the workflow; demoting a call handling treatment to a later point in the workflow; adding a call handling treatment to the workflow; and removing a call handling treatment from the workflow.
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