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METHOD AND APPARATUS FOR DETECTION AND ANALYSIS OF FIRST CONTACT RESOLUTION FAILURES

  • US 20140129299A1
  • Filed: 11/06/2012
  • Published: 05/08/2014
  • Est. Priority Date: 11/06/2012
  • Status: Active Grant
First Claim
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1. A method for detecting first contact resolution failures, comprising:

  • obtaining a first plurality of digital representations, each digital representation of the first plurality is associated with a contact center interaction;

    determining a pair of digital representations that represent a pair of contact center interactions determined from the first plurality of digital representations according to metadata associated with the pair of contact center interactions;

    determining topics of each interaction of the determined pair of contact center interactions represented by the pair of digital representations;

    classifying the pair of contact center interactions as first contact resolution failure or first contact resolution interactions pair.

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