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Topic analysis is focused on the customer side of the conversation and therefore only the customer side of the conversation is included in the analysis. Further, we only include calls where there is an actual a conversation between a customer and an agent so we exclude calls where there is no agent on the call (ie abandoned calls) or where there is little or no dialogue as these calls could skew the results. Put simply, we only include calls where the customer and the agent have each spoken at least 20 words.
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