IMPUTING AN OUTCOME ATTRIBUTE TO A PERS RECORD MISSING AN OUTCOME ATTRIBUTE USING A STRUCTURED SITUATION STRING OR UNSTRUCTURED CASE NOTE TEXT ASSOCIATED WITH THE RECORD

摘要

A computing system (204) includes a memory device (208) configured to store missing outcome instructions (218) and a processor (206) configured to execute the missing outcome instructions. The instructions cause the processor to: evaluate records stored on a storage device (114) of a call center (106) of a system (102), wherein the storage device is configured to store electronic records of calls from a user site (104) to the call center, and each record includes at least a situation attribute field and an outcome attribute field, identify records of the stored records which include, at least one of, a value in the situation attribute or case note text in a case note database, but no value in the outcome attribute, and impute an outcome to the outcome attribute field of each identified record using at least one of the situation attribute and the case note text to predict the missing outcome.