FIG. 4 shows a system architecture for a customer management system 400 of a contact center, also herein called a call center, according to an illustrative embodiment. In the present disclosure, the call center is sometimes called an inbound call center or inbound contact center, referring to its primary function of receiving inbound customer calls. However, it should be understood that communications of the inbound call center on occasion may include outbound calls, or call backs, in response to inbound customer calls. Customer management system 400 includes an inbound queue management system 402, also called an inbound call management system. Inbound queue management system 402 manages assignment of inbound telephone calls for response by agents based on predicted value of the inbound telephone call. Inbound queue management system 402 includes an analytical engine 404 containing a call evaluation sub-module 408, and a predictive modeling module 410 including first and second regression models 412 and 416, and first and second tree-based models 414 and 418.
