System and method for managing routing of customer calls to agents
摘要
說明書
In an embodiment, the first call queue assignment comprises a first queue position in a call queue, and the second call queue assignment comprises a second queue position in a call queue. In an embodiment, the call queue is a hold list for callers on hold for inbound customer calls. In an embodiment, the first call queue assignment includes a first call queue for connection to an agent from a first pool of call center agents, and the second call queue assignment includes a second call queue for connection to an agent from a second pool of call center agents. In another embodiment involving outbound customer calls (call backs) initiated in response to inbound calls, the call queue is a call back list.
The selected predictive model can include a logistic regression model and a tree-based model. In an embodiment, the logistic regression model employs l1 regularization. In an embodiment, the logistic regression model employs l2 regularization. In an embodiment, the tree-based model is a random forest ensemble learning method for classification. The value prediction signal can include one or more of a first signal representative of a likelihood that the identified customer will accept an offer to purchase a product, a second signal representative of a likelihood that the identified customer will lapse in payments for a purchased product, and a third signal representative of a likelihood that the identified customer will accept an offer to purchase the product and will not lapse in payments for the purchased product. In various embodiments, the value prediction signal is a buy-only signal, a lapse-only signal, a buy-don't-lapse signal, or combination of these signals.
