Agent Productivity Measurement in Call Center Using Machine Learning.
Abdelrahman AhmedSergio ToralKhaled ShaalanPublished in: AISI (2016)
Keyphrases
- call center
- machine learning
- agent technology
- service level
- multi agent
- multiagent systems
- multi agent systems
- service quality
- asymptotically optimal
- intelligent agents
- arrival rate
- autonomous agents
- software development
- decision making
- software agents
- reinforcement learning
- data analysis
- queueing model
- service times
- past experience
- mobile agents
- special case
- agent model
- e learning
- steady state
- database
- markov chain
- distributed systems
- service systems