The system then monitors discrepancies in call time, depending on the reason for the call. For example, a call from a customer requiring card activation should be a quick call, so the system will pinpoint card activation calls that take longer than normal, or fee dispute calls that are shorter than normal. But sometimes customers have multiple
reasons for calling, which would have been very difficult to track prior to the implementation of Enkata's system. Now Enkata separates each individual reason for calling and organizes them into a sequence, so that a call with multiple issues to
resolve is analyzed using the appropriate time frame.