International Business Machines Corporation

Nuance Communications, Inc.

Jared Michael Michalec

Victor S Moore

Edward Michael Lynch

Wendi L Nusbickel

David D Martin

Stephen J Lyons

Embodiments of the present invention provide a method, system and computer program product for an event monitoring tool configured for complex event processing (CEP). In one embodiment, a data processing system can include a CEP event monitoring tool configured for coupling to touch points over a network and a repository of a log of events occurring in the touch points. A dashboard can be displayed by the tool and can include a canvas view of events, associated interaction blocks each including filter criteria for associated events, and at least one activity triggered by an evaluation of at least one of the filter criteria in at least one of the interaction blocks for a corresponding one of the touch points. The canvas view further can include visual links between the events and the associated interaction blocks and between the activity and an interaction block amongst the interaction blocks triggering the activity.

Event monitoring for complex event processing

Event data messages can be provided by an interactive voice response (IVR) system to a complex events processor (CEP). The event data messages can include a Stream_ID and a series of textual elements. The Stream_ID can uniquely identify a call session between a caller and the IVR system. The series of textual elements can represent speech input provided by the caller. The CEP can create a text string from the series of textual elements of event data messages having the same Stream_ID. The text string can inherit the Stream_ID of the event data messages. The CEP can utilize user-defined business rules to process the text string. When the CEP issues an action message, the Stream_ID of the text string can be appended to the action message sent to the IVR system. The IVR system can modify the call session associated with the Stream_ID of the action message accordingly.

Using a complex events processor (CEP) to direct the handling of individual call sessions by an interactive voice response (IVR) system

Problematic event data for problematic events that occur during interaction between an Interactive Voice Response (IVR) system and a caller can be captured. The problematic event data can be analyzed for performance issues. A performance issue can represent an interactive segment of the IVR system operating at an unacceptable performance level. An IVR performance improvement action can then be determined to resolve the performance issue. The IVR performance improvement action can be conveyed to the IVR system. Execution of the IVR performance improvement action by the IVR system can reduce occurrences of the problematic events associated with the performance issue.

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Denver, CO, United States of America

Jared Michael Michalec