Nice Ltd

Jordan Leigh Conrad

Lester Wilhelm, Ii

Jan-Henrik Saily De La Pena

An event prioritization system and methods are provided that are configured to dynamically compute call complexity for voice data calls using topics identified from call transcripts. The system includes a processor and a computer readable medium operably coupled thereto, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, to perform call evaluation operations which include receiving a transcript of a voice data call, parsing the transcript for at least one topic, generating, based on the parsing, a list of topics, analyzing, by a call complexity evaluation engine, the list of topics for a complexity rating, determining, based on the complexity rating and a length of the voice data call, a deviation from an expectation, flagging the voice data call, and outputting the flagged voice data call via an interface.

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Bethlehem, GA, United States of America

Jordan Leigh Conrad