Predict time required to allot an agent to an issue
Predict agent availability You have the following data for issues. Issue
- start_time
- abandoned/resolved
- answer_time (time an agent started working on the issue)
- resolved_time (the time an issue was resolved)
- abandoned_time (if a customer left before the issue was assigned to an agent) Now when a new issue comes in we need to predict the time the issue will be assigned to an agent.