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Fig. 1 | Israel Journal of Health Policy Research

Fig. 1

From: Machine-learning based routing of callers in an Israeli mental health hotline

Fig. 1

Visualisation of our proposed routing approach. The visualization illustrates the mechanism of our approach at a given moment in an MHCC. The people on the top left of the figure (\(c_1, c_2, c_3, c_4\)) are callers that were not answered yet. The “available agents” box presents agents that are not currently engaged in a conversation. The “current chats” box presents ongoing conversations between agents and callers who have been answered. The prediction models appear at the bottom of the figure. The three models in the left use the data from the waiting callers and the available agents. The last model, predicting remaining time, uses the data from the current conversations: describing the agents and the callers and the current chat

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