Caller-Agent Pairing in Call Centers Using Machine Learning Techniques with Imbalanced Data.
Negin MehrbodAntónio GriloAneesh ZutshiPublished in: ICE/ITMC (2018)
Keyphrases
- imbalanced data
- call center
- agent technology
- service level
- multi agent systems
- linear regression
- arrival rate
- multiagent systems
- class distribution
- multi agent
- sampling methods
- service quality
- mobile agents
- ensemble methods
- support vector machine
- feature selection
- decision making
- class imbalance
- random forest
- intelligent agents
- software agents
- svm classifier
- classification models
- ensemble learning
- machine learning
- decision trees
- ensemble classifier
- electronic commerce
- cost sensitive
- reinforcement learning
- least squares