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In addition to providing links to Wordbench to allow for a deeper dive into any one call, the reports can be filtered based on your Wordbench Organizations and Folders to provide a more granular analysis.
Sample Size and Data Cleansing
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 the top 80% of calls (based on customer word count) is included in the analysis. This removes calls with include calls where there is 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 which 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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