Issue

From a business perspective, a logical unit of work that has an “initiation” and a “closure.” Issues are typically initiated by an Inbound Communication (IC). An IC may spawn multiple issues, as in the case of an e-mail that has multiple questions. An issue may require one or more interactions in order to reach closure. An interaction may result in closure of multiple issues, as in the case of a telephone call during which the agent answers multiple questions.

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