摘要
任务量预测是联络中心人员排班的第一步,如何精确预测联络中心的任务量并相应地安排适当数量的座席人员来处理客户的需求是联络中心管理人员面临的首要问题。提出采用定性分析与定量分析相结合的任务量预测方法。对于给定的任务量数据,首先,采用观察法进行定性的分析区分异常和正常数据,然后,分别选定合适的定量预测方法进行预测。任务量定量预测方法包括趋势拟合、线性回归、移动平均、时间序列分解等预测方法。通过定性分析与定量分析相结合的综合应用方法,给出更准确的联络中心任务量预测方案,帮助管理人员最大程度的减少放弃和被拥堵在队列中的任务数量,设计制定可行性高的座席人员数量及人员排班。
The forecast of the arriving tasks is the beginning of the staff scheduling in contact center.The first issue that the staffs in contact center should faced is how to predict the tasks in contact center accurately,while arranging the number of agents who meet the customers＇ needs appropriately.In this paper,the combination of qualitative and quantitative analysis is used to predict the tasks.The qualitative analysis to the original data of the tasks in contact center is first used to classify abnormal and normal data by the observational method.Next a method of the quantitative analysis,which includes trend fitting,linear regression,moving average,time series decomposition,is chosen to forecast the arriving tasks in terms of the classification.By means of method that combines qualitative and quantitative analysis,the solution is given to help staffs to forecast the arriving tasks effectively in contact center and helps staffs to reduce the numbers of abandoned or blocked tasks in the queue.It helps managers to design staff scheduling better as well.
出处
《微型电脑应用》
2014年第11期5-7,共3页
Microcomputer Applications
基金
国家自然科学基金项目(71090404/71090400
71102070
11171221
71271138
71202065
71103199
71371140)
上海市一流学科项目(XTKX2012
S1201YLXK)
上海市教委创新基金(14YZ088
14YZ089)
上海理工大学培育基金(13XGM03
12XSY10)
上海市研究生和大学生创新项目(JWCXSL1302
SH2013054
XJ2014098)
关键词
联络中心
时间序列
任务量预测
定性分析
定量分析
Contact Center
Time Series
Forecasting Task
Qualitative Analysis
Quantitative Analysis
