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METHOD AND SYSTEM FOR ESTIMATING EXPECTED IMPROVEMENT IN A TARGET METRIC FOR A CONTACT CENTER
METHOD AND SYSTEM FOR ESTIMATING EXPECTED IMPROVEMENT IN A TARGET METRIC FOR A CONTACT CENTER
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机译：评估联系中心目标指标中预期改进的方法和系统
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摘要
A system and method are presented for estimating expected improvement in a target metric for a contact center. A lift estimation analysis is performed to estimate the benefit the contact center is likely to achieve assuming different agent availability conditions for a specific future time interval. Historic data is extracted over a set time interval and used to create new datasets for training and testing. The historic data comprises interaction data and associated outcomes for the interaction data. A predictive model is constructed and used to analyze the test dataset by predicting an outcome score for a target metric and estimating an expected lift.
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