Method and system determining the complexity of a telephonic communication received by a contact center
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United States of America Patent
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Sep 20, 2011
Grant Date -
Oct 23, 2008
app pub date -
Mar 28, 2008
filing date -
Mar 30, 2007
priority date (Note) -
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Abstract
A method of determining the complexity of a telephonic communication received by a contact center is provided. The method comprises the step of establishing a call rule based on one or more of a call duration threshold, a non-interaction threshold, a distress event threshold, a third party dialog threshold, and a call transfer threshold. A recorded telephonic communication is received and call attributes associated with the telephonic communication are determined. The call attributes include one or more of the following: call duration data, non-interaction data, distress event data, third party dialog data and call transfer data. The established call rule is compared to the call attributes of the telephonic communication, and data indicative of the complexity of the telephonic communication is generated.
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