Buscar
Mostrando ítems 1-2 de 2
Artículo
A Multimodal Approach to Improve Performance Evaluation of Call Center Agent
(MDPI, 2021)
The paper proposes three modeling techniques to improve the performance evaluation of the call center agent. The first technique is speech processing supported by an attention layer for the agent’s recorded calls. The ...
Artículo
Agent Productivity Modeling in a Call Center Domain Using Attentive Convolutional Neural Networks
(MDPI AG, 2020)
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 ...