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How soon should I expect an reduction in the Attention Score?

Modified on Fri, 28 Jul 2023 at 11:14 AM

The Need attention scores are produced by the case scoring model. The scoring is done on a comment-by-comment basis and uses extracted NLP signals as well as number of comments and participants per comment to generate a needs attention score

When a Need attention signal is extracted from the customer comments, it increases the score and only upon continuous followup by the agent the score can be reduced gradually.

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