Recording user communications

A system comprising:

• a call handling platform that includes a processor and instructions stored in a machine-readable medium that, when executed by the processor, are configured to cause the processor to perform operations comprising:
• receiving, at the 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 satisfaction:
• routing the call to a human agent at a call center;
• and
• based 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.

A non-transitory computer-readable medium storing instructions that, when executed by a processor, are configured to cause the processor to perform operations 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 satisfaction:
• routing the call to a human agent at a call center;
• and
• based 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.