摘要
采用Spreadsheet管理的排队模式已不能够满足呼叫中心业务规模扩大的需求。基于Erlang算法,对呼叫中心的呼叫强度、服务水平、立即服务时限等系统相关指标进行建模计算,并设计相应算法进行实现。呼叫放弃率是用来衡量呼叫中心服务质量的最重要的指标之一,并对该算法没有考虑的放弃率进行了设计和实现。结果表明,基于Erlang算法的呼叫中心模型,可以提高对座席数量、服务水平等指标的预测,极大提高了企业的经济效益,解决了企业服务质量和设备利用率之间的矛盾,同时还可以应用到其他行业的呼叫中心服务中。
Agent queueing method using Spreadsheet can＇t meet the needs of business scale＇s enlarge.Based on Erlang algorithm,built and developed models of call intensity,service level,instant service time and so on.Abandon probability is one of important criteria to measure service level in call center.Designed and fulfilled the abandon probability that Erlang algorithm don＇t contain.The results declared that prediction of agent,service level in call center model based on Erlang algorithm can be raised.This model can extremely enhance economic utility of enterprise and resolved contradiction between service level and facilities utilization.At the same time,Erlang algorithm can be used into other business.
出处
《计算机技术与发展》
2010年第6期179-182,187,共5页
Computer Technology and Development
基金
国家科技型企业创新基金(09c26226112643)
