Table 3 Prominent features used in the duration prediction model, ordered by their correlation with the duration of the chat. Unsurprisingly, the average duration of the agent and caller in previous calls is correlated with the duration of the current call
From: Machine-learning based routing of callers in an Israeli mental health hotline
Feature | Correlation |
|---|---|
Agent average chat duration | 0.178 |
Caller average chat duration | 0.136 |
Agent’s number of chats in current shift | 0.10 |
Agent average message length | 0.09 |