Methods and systems for determining segments of a telephonic communication between a customer and a contact center to classify each segment of the communication, assess negotiations, and automate setup time calculation

摘要

The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing a telephone communication between a customer and a contact center to determine communication objects, forming segments of like communication objects, determining strength of negotiations between the contact center and the customer from the segments, and automate setup time calculation.