Agent Productivity Modeling in a Call Center Domain Using Attentive Convolutional Neural Networks

Agent Productivity Modeling in a Call Center Domain Using Attentive Convolutional Neural Networks

Measuring the productivity of an agent in a call center domain is a challenging task. Subjective measures are commonly used for evaluation in the current systems. In this paper, we propose an objective framework for modeling agent productivity for real estate call centers based on speech signal proc...

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Bibliographic Details
Main Authors: Abdelrahman Ahmed, Sergio Toral, Khaled Shaalan, Yaser Hifny
Format: Article
Language:English
Published: MDPI AG 2020-09-01
Series:Sensors
Subjects:
productivity modeling
LSTMs
CNNs
attention layer
Online Access:https://www.mdpi.com/1424-8220/20/19/5489

Internet

https://www.mdpi.com/1424-8220/20/19/5489

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