公开(公告)号：US20170372323A1

公开(公告)日：2017-12-28

申请号：US15190215

申请日：2016-06-23

Applicant: NICE Ltd.

Inventor： Jeffrey Alan STERN ,  Nimrod Cohen

IPC: G06Q30/00 ,  G06F17/30 ,  H04M3/523

CPC classification number: G06Q30/016 ,  G06F17/30551 ,  G06F17/30684 ,  G06F17/30707 ,  H04M3/5235

Abstract: A system and method for investigating an issue may include defining a set of phrase categories; associating each of a set of recorded interactions with at least one phrase category; receiving a selection of a first time interval and a second time interval; selecting a reference phrase category; calculating, for at least some of the phrase categories in the set of phrase categories a correlation differential based on a trend of the phrase category and a trend of the reference phrase category and, if a correlation differential of a category is larger than a threshold then including the category in the reference category.