1. A processing apparatus that performs predetermined processing, the apparatus comprising:
an authentication unit configured to authenticate, in response to a request for performing the predetermined processing, a requestor that made the request;
a performing unit configured to perform the predetermined processing upon the authentication performed by the authentication unit succeeding; and
a setting unit configured to set whether or not the authentication unit is to perform the authentication individually for each of the processing apparatus and an external apparatus of the processing apparatus that serve as the requestor,
wherein the authentication unit performs the authentication in the case where the setting unit has set the authentication to be performed on the requestor that made the request.
2. The processing apparatus according to claim 1,
wherein the predetermined processing is a setting regarding a function that can be performed by the processing apparatus.
3. The processing apparatus according to claim 1, further comprising:
a storage unit configured to store the setting made by the setting unit,
wherein, in an initial state before the setting has been made by the setting unit, the storage unit has stored therein a setting to perform authentication when the requestor is the external apparatus and is not the processing apparatus.
4. The processing apparatus according to claim 1, further comprising:
an acceptance unit configured to accept a request for changing the setting made by the setting unit,
wherein in the case where a requestor that made the request for changing the setting accepted by the acceptance unit is a predetermined requestor, the setting unit does not change the setting for the processing apparatus.
5. The processing apparatus according to claim 1,
wherein the setting unit performs the setting in the case where the request for performing the predetermined processing is for a specific setting item and authentication is set not to be performed on the requestor that made the request.
6. The processing apparatus according to claim 5,
wherein the specific setting item is an item relating to personal information.
7. The processing apparatus according to claim 1,
wherein the setting unit sets an authentication condition for each of items in the predetermined processing.
8. The processing apparatus according to claim 1, further comprising:
a management unit configured to manage the requestor that made the request for performing the predetermined processing,
wherein the authentication unit applies the setting unit in the case where the requestor that made the request for performing the predetermined processing is a predetermined requestor managed by the management unit.
9. The processing apparatus according to claim 1,
wherein the authentication performed by the authentication unit is password authentication.
10. The processing apparatus according to claim 1,
wherein the setting unit performs the setting in accordance with an instruction from a user.
11. The processing apparatus according to claim 10,
wherein the setting unit is capable of performing the setting regardless of whether the instruction is a user instruction to the processing apparatus or a user instruction to the external apparatus.
12. A method for controlling a processing apparatus that performs predetermined processing, the method comprising:
a setting step of individually setting, for each of the processing apparatus and an external apparatus of the processing apparatus that each serve as a requestor that made a request for performing the predetermined processing, whether or not to perform authentication for the performance;
an authentication step of authenticating the requestor that made the request for performing the predetermined processing, in the case where the authentication has been set in the setting step to be performed on the requestor; and
a performing step of performing the predetermined processing upon the authentication of the authentication step succeeding.
13. A non-transitory computer-readable storage medium that has stored therein a program for causing a computer to function as the units of the processing apparatus according to claim 1.
14. A non-transitory computer-readable storage medium that has stored therein a program for causing a computer to execute the control method according to claim 12.
The claims below are in addition to those above.
All refrences to claim(s) which appear below refer to the numbering after this setence.
1. A non-transitory computer readable medium comprising computer executable instructions to perform a method for improving customer satisfaction with an IVR having a customer satisfaction survey, the method comprising:
a. processing an event log from the IVR to produce a processed event log, wherein the processed event log includes call information comprising a prompt type, a prompt response, and a prompt result, wherein the act of processing comprises organizing the call information by call;
b. integrating a survey log with the processed event log to produce a simplified compiled log, wherein the survey log includes a customer satisfaction score by call, wherein the customer satisfaction score is associated with the customer’s satisfaction with the IVR, wherein the customer satisfaction score is provided by the customer in response to the customer satisfaction survey;
c. identifying a portion of the call information from the simplified compiled log for analysis;
d. measuring occurrences for the portion of the call information;
e. analyzing the portion of the call information to determine whether the portion of the call information is associated with a low customer satisfaction score, wherein the act of analyzing incorporates the occurrences for the portion of the call information and the customer satisfaction score for the call; and
f. creating a report, wherein the report includes a table having a list of portions of call information associated with low customer satisfaction scores, wherein the list is prioritized by the customer satisfaction score.
2. The computer readable medium of claim 1, wherein the method further comprises creating a graph, wherein the graph includes a series of leaf nodes, wherein each leaf node represents an area of the IVR associated with the customer satisfaction score, wherein the customer satisfaction score is based on an average of survey responses from a plurality of customers.
3. The computer readable medium of claim 1, wherein the customer satisfaction survey comprises one question associated with the IVR.
4. The computer readable medium of claim 1, wherein the call information further comprises a dialog module result.
5. The computer readable medium of claim 1, wherein the act of analyzing the portions of the call information further comprise creating a correlation comparing a first state where the portion of the call information was present in the event log to a second state where the portion of the call information was not present in the event log.
6. The computer readable medium of claim 5, wherein the method further comprises weighting the result of the correlation using the occurrences of the portion of the call information.
7. The computer readable medium of claim 6, wherein the portion of the call information comprises a combined prompt type and prompt result.
8. The computer readable medium of claim 6, wherein the portion of the call information comprises a combined prompt type and prompt response.
9. The computer readable medium of claim 8, wherein the prompt response comprises a timeout.
10. The computer readable medium of claim 6, wherein the portion of the call information comprises a combined prompt type, prompt response, and prompt result.
11. The computer readable medium of claim 10, wherein the prompt result comprises a reject value, wherein the reject value indicates that the prompt response was not recognized by the IVR.
12. The computer readable medium of claim 6, wherein the portion of the call information comprises a call path.
13. The computer readable medium of claim 1, wherein the act of processing the event log comprises:
a. identifying call timestamp information;
b. identifying an automatic number identification (ANT);
c. identifying an IVR application name;
d. creating a unique call identifier for each call, wherein the unique call identifier is based the group comprising the timestamp information and the ANI;
e. assigning the unique call identifier to each call; and
f. grouping the call information from the event log by the unique call identifier.
14. The computer readable medium of claim 13, wherein the act of integrating the survey log with the processed event log comprises:
a. creating a common unique call identifier for the survey log and the processed event log; and
b. matching the data from the survey log to the data from the processed event log, wherein the act of matching uses the common unique call identifier.
15. A non-transitory computer readable medium comprising computer executable instructions to perform a method for improving customer satisfaction with an interactive voice response (IVR) having a customer satisfaction survey, the method comprising:
a. accessing call events, and responses from a customer to the customer satisfaction survey, in one or more logs;
b. selecting one or more prompts of the IVR and the associated information for analysis;
c. correlating the selected one or more prompts and the associated information with the matching responses to the customer satisfaction survey;
d. weighting the responses from the customer satisfaction survey by a customer’s value, wherein the act of weighting comprises:
i. measuring occurrences of the one or more prompts and the associated information selected for analysis; and
ii. artificially increasing the observed occurrences by a factor commensurate with the customer’s value prior to the act of correlating the one or more prompts and the associated information to the responses from the customer satisfaction survey.
16. A non-transitory computer readable medium comprising computer executable instructions to perform a method for improving customer satisfaction with an IVR having a customer satisfaction survey, the method comprising:
a. processing an event log from the IVR to produce a processed event log, wherein the processed event log includes call information comprising a prompt type, a prompt response, and a prompt result, wherein the act of processing comprises organizing the call information by call;
b. integrating a survey log with the processed event log to produce a simplified compiled log, wherein the survey log includes a customer satisfaction score by call, wherein the customer satisfaction score is associated with the customer’s satisfaction with the IVR, wherein the customer satisfaction score is provided by the customer in response to the customer satisfaction survey;
c. identifying a portion of the call information from the simplified compiled log for analysis;
d. measuring occurrences for the portion of the call information;
e. analyzing the portion of the call information to determine whether the portion of the call information is associated with a low customer satisfaction score, wherein the act of analyzing incorporates the occurrences for the portion of the call information and the customer satisfaction score for the call; and
f. creating a graph, wherein the graph includes a series of leaf nodes, wherein each leaf node represents an area of the IVR associated with the customer satisfaction score, wherein the customer satisfaction score is based on an average of survey responses from a plurality of customers.