Scribd
Upload
20 views

Rex RTM

The document describes REX-RTM, a machine learning and simulation solution for queue monitoring. It helps predict Service Level (SL), Abandon Rate (AR) and Accessibility (AS) in real-time by taking in historical and intraday data. The system provides recommendations and course of action to meet service levels with minimum resources based on its predictions.

Uploaded by

Sarabjeet Singh
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as KEY, PDF, TXT or read online on Scribd
20 views

Rex RTM

The document describes REX-RTM, a machine learning and simulation solution for queue monitoring. It helps predict Service Level (SL), Abandon Rate (AR) and Accessibility (AS) in real-time by taking in historical and intraday data. The system provides recommendations and course of action to meet service levels with minimum resources based on its predictions.

Uploaded by

Sarabjeet Singh
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as KEY, PDF, TXT or read online on Scribd
You are on page 1/ 5

REX-

RTM
Requirement
&
Architecture Diagram
Capabilities
REX – RTM is a machine learning and simulation solution for queue monitoring. Tool helps take full control
of your queue by predicting Service Level (SL), Abandon Rate (AR) and Accessibility (AS) on a real-time
basis.
System helps RTA to respond to the situation with valid recommendation and course of action to fix the
issue in real time. It helps to choose best possible action to meet service level with minimum resource.

Requirement
Historical Data Intraday Data

SL - Actual SL FCT_CALLS - Calls forecast

AR - Actual Abandon Rate FCT_AHT - AHT forecast

FCT_STAFF - Agents forecast

Service time - Required service


time.
Architecture
1 6-12 Months interval level
data of SL and AR

Pass SL as input to
Neural network model Intraday data of
3 FCT_CALLS, FCT_AHT,
4 FCT_STAFF AND SLA to model and
forecast SL for remaining intervals

Service Level
M
Generate AR o
model before
prediction
2 d
e
l
1
6 SL (output)

AN
M N
o S
d
e L
l
AR (output)
2
7 AR

AS (output) 8 AS
08:00 10:00 12:00 14:00 16:00 18:00 20:00

Prediction for remaining intervals


Real-time Predictions
Low available Agents
Service Level

S
e
r
v
ic
e Abandon Rate
L
e
v
el
%

A
b
a
n
d
o
n
%
Real-time Predictions
High available Agents
Service Level

S
e
r
v
ic
e Abandon Rate
L
e
v
el
%

A
b
a
n
d
o
n
%

You might also like