Method and apparatus for identifying related contacts
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United States of America Patent
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Mar 5, 2013
Grant Date -
N/A
app pub date -
Sep 1, 2006
filing date -
Sep 1, 2006
priority date (Note) -
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Abstract
Systems and methods for identifying related contacts in a contact center are provided. In particular, contacts that are initiated by an agent or other resource after an earlier contact has been placed on hold or while the agent or resource is in an after-contact work state are determined to be associated with the earlier contact. Accordingly, associations within contacts can be identified and recorded. Furthermore, the identification of associations between contacts can be performed without requiring explicit recognition of relationships between the content of different contacts, and without relying on an agent to make accurate reports regarding relationships between contacts.
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