Caller-Agent Pairing in Call Centers Using Machine Learning Techniques with Imbalanced Data

Negin Mehrbod, António Grilo 0002, Aneesh Zutshi. Caller-Agent Pairing in Call Centers Using Machine Learning Techniques with Imbalanced Data. In 2018 IEEE International Conference on Engineering, Technology and Innovation (ICE/ITMC), Stuttgart, Germany, June 17-20, 2018. pages 1-6, IEEE, 2018. [doi]

Abstract

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