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,...http://www.google.fr/patents/US8023639?utm_source=gb-gplus-shareBrevet US8023639 - Method and system determining the complexity of a telephonic communication received by a contact center
Method and system determining the complexity of a telephonic communication ...
