Agent Personalized Call Center Traffic Prediction and Call Distribution.
Rafiq A. MohammedPaul PangPublished in: ICONIP (2) (2011)
Keyphrases
- call center
- agent technology
- queueing model
- multi agent systems
- prediction accuracy
- multi agent
- service times
- service quality
- multiagent systems
- service level
- service systems
- intelligent agents
- e learning
- asymptotically optimal
- heavy tailed
- traffic flow
- arrival rate
- decision making
- software agents
- heavy traffic
- real time
- steady state
- information processing
- queue length
- decision makers
- artificial intelligence