{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,4,7]],"date-time":"2026-04-07T07:25:20Z","timestamp":1775546720461,"version":"3.50.1"},"publisher-location":"Cham","reference-count":19,"publisher":"Springer International Publishing","isbn-type":[{"value":"9783319483078","type":"print"},{"value":"9783319483085","type":"electronic"}],"license":[{"start":{"date-parts":[[2016,10,18]],"date-time":"2016-10-18T00:00:00Z","timestamp":1476748800000},"content-version":"unspecified","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2017]]},"DOI":"10.1007\/978-3-319-48308-5_16","type":"book-chapter","created":{"date-parts":[[2016,11,29]],"date-time":"2016-11-29T21:54:37Z","timestamp":1480456477000},"page":"160-169","source":"Crossref","is-referenced-by-count":5,"title":["Agent Productivity Measurement in Call Center Using Machine Learning"],"prefix":"10.1007","author":[{"given":"Abdelrahman","family":"Ahmed","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Sergio","family":"Toral","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Khaled","family":"Shaalan","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","published-online":{"date-parts":[[2016,10,18]]},"reference":[{"key":"16_CR1","doi-asserted-by":"crossref","unstructured":"Ali, A., Zhang, Y., Cardinal, P., Dahak, N., Vogel, S., Glass, J.: A complete KALDI recipe for building Arabic speech recognition systems. In: 2014 IEEE Spoken Language Technology Workshop (SLT). IEEE (2014)","DOI":"10.1109\/SLT.2014.7078629"},{"key":"16_CR2","unstructured":"Card, D.N.: The challenge of productivity measurement. In: Proceedings of the Pacific Northwest Software Quality Conference (2006)"},{"key":"16_CR3","unstructured":"Carmel, D.: Automatic analysis of call-center conversations. In: Ron Hoory, A.R. (ed.) (2005). https:\/\/www.researchgate.net\/publication\/221614459"},{"key":"16_CR4","doi-asserted-by":"crossref","unstructured":"Chen, S.F., Goodman, J.: An empirical study of smoothing techniques for language modeling. In: Proceedings of the 34th Annual Meeting on Association for Computational Linguistics. Association for Computational Linguistics (1996)","DOI":"10.3115\/981863.981904"},{"key":"16_CR5","unstructured":"Judkins, J.A., Shelton, M., Peterson, D.: System and method for evaluating agents in call center. Google Patents (2003)"},{"key":"16_CR6","volume-title":"Speech and Language Processing","author":"JH Martin","year":"2000","unstructured":"Martin, J.H., Jurafsky, D.: Speech and Language Processing. Prentice Hall PTR, Upper Saddle River (2000). International Edition"},{"key":"16_CR7","unstructured":"Meignier, S., Merlin, T.: LIUM SpkDiarization: an open source toolkit for diarization In: CMU SPUD Workshop (2010)"},{"key":"16_CR8","volume-title":"Naive Bayes Classifiers","author":"KP Murphy","year":"2006","unstructured":"Murphy, K.P.: Naive Bayes Classifiers. University of British Columbia, Vancouver (2006)"},{"key":"16_CR9","unstructured":"Othman, E., Shaalan, K., Rafea, A.: Towards resolving ambiguity in understanding arabic sentence. In: International Conference on Arabic Language Resources and Tools, NEMLAR. Citeseer (2004)"},{"key":"16_CR10","volume-title":"Python Machine Learning","author":"S Raschka","year":"2015","unstructured":"Raschka, S.: Python Machine Learning. Packt Publishing, Birmingham (2015)"},{"key":"16_CR11","unstructured":"Reynolds, P.: Best practices in performance measurement and management to maximize quitline efficiency and quality. North American Quitline Consortium (2010)"},{"key":"16_CR12","volume-title":"Building Machine Learning Systems with Python","author":"W Richert","year":"2013","unstructured":"Richert, W., Chaffer, J., Swedberg, K., Coelho, L.: Building Machine Learning Systems with Python. Packt Publishing, Birmingham (2013). 1. GB"},{"key":"16_CR13","first-page":"129","volume-title":"The Sea","author":"E Steemann Nielsen","year":"1963","unstructured":"Steemann Nielsen, E.: Productivity, definition and measurement. In: Hill, M.N. (ed.) The Sea, vol. 2, pp. 129\u2013164. Wiley, New York (1963)"},{"issue":"5","key":"16_CR14","doi-asserted-by":"crossref","first-page":"295","DOI":"10.1061\/(ASCE)0733-9364(1999)125:5(295)","volume":"125","author":"HR Thomas","year":"1999","unstructured":"Thomas, H.R., Zavrki, I.: Construction baseline productivity: theory and practice. J. Constr. Eng. Manag. 125(5), 295\u2013303 (1999)","journal-title":"J. Constr. Eng. Manag."},{"issue":"5","key":"16_CR15","doi-asserted-by":"crossref","first-page":"1557","DOI":"10.1109\/TASL.2006.878256","volume":"14","author":"SE Tranter","year":"2006","unstructured":"Tranter, S.E., Reynolds, D.A.: An overview of automatic speaker diarization systems. IEEE Trans. Audio Speech Lang. Process. 14(5), 1557\u20131565 (2006)","journal-title":"IEEE Trans. Audio Speech Lang. Process."},{"issue":"1","key":"16_CR16","doi-asserted-by":"crossref","first-page":"60","DOI":"10.1080\/02678370600655553","volume":"20","author":"J Wegge","year":"2006","unstructured":"Wegge, J., Van Dick, R., Fisher, G.K., Wecking, C., Moltzen, K.: Work motivation, organisational identification, and well-being in call centre work. Work Stress 20(1), 60\u201383 (2006)","journal-title":"Work Stress"},{"key":"16_CR17","doi-asserted-by":"crossref","unstructured":"Woodland, P.C., Odell, J.J., Valtchev, V., Young, S.J.: Large vocabulary continuous speech recognition using HTK. In: 1994 IEEE International Conference on Acoustics, Speech, and Signal Processing, ICASSP-94. IEEE (1994)","DOI":"10.1109\/ICASSP.1994.389562"},{"key":"16_CR18","unstructured":"Young, S., Evermann, G., Gales, M., Kershaw, D., Moore, G., Odell, J., Ollason, D., Povey, D., Valtchev, D., Woodland, P.: The hkt book (2013)"},{"key":"16_CR19","volume-title":"Automatic Speech Recognition","author":"D Yu","year":"2012","unstructured":"Yu, D., Deng, L.: Automatic Speech Recognition. Springer, London (2012)"}],"container-title":["Advances in Intelligent Systems and Computing","Proceedings of the International Conference on Advanced Intelligent Systems and Informatics 2016"],"original-title":[],"link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/978-3-319-48308-5_16","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2017,6,25]],"date-time":"2017-06-25T04:47:44Z","timestamp":1498366064000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/978-3-319-48308-5_16"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2016,10,18]]},"ISBN":["9783319483078","9783319483085"],"references-count":19,"URL":"https:\/\/doi.org\/10.1007\/978-3-319-48308-5_16","relation":{},"ISSN":["2194-5357","2194-5365"],"issn-type":[{"value":"2194-5357","type":"print"},{"value":"2194-5365","type":"electronic"}],"subject":[],"published":{"date-parts":[[2016,10,18]]}}}