METHOD AND APPARATUS FOR DETECTION AND ANALYSIS OF FIRST CONTACT RESOLUTION FAILURES
First Claim
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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Abstract
The subject matter discloses a method for detection and analysis of 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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Citations
14 Claims
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1. A method for detecting first contact resolution failures, comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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Specification