2025-02-22T10:41:28-05:00 DEBUG: VuFindSearch\Backend\Solr\Connector: Query fl=%2A&wt=json&json.nl=arrarr&q=id%3A%22pp_isofts_kiev_ua-article-200%22&qt=morelikethis&rows=5
2025-02-22T10:41:28-05:00 DEBUG: VuFindSearch\Backend\Solr\Connector: => GET http://localhost:8983/solr/biblio/select?fl=%2A&wt=json&json.nl=arrarr&q=id%3A%22pp_isofts_kiev_ua-article-200%22&qt=morelikethis&rows=5
2025-02-22T10:41:28-05:00 DEBUG: VuFindSearch\Backend\Solr\Connector: <= 200 OK
2025-02-22T10:41:28-05:00 DEBUG: Deserialized SOLR response
Contact Center Load Forecasting and Operator Schedule Planning

Contact Center Load Forecasting and Operator Schedule Planning

A non-classical method for contact center load forecasting as well as methods (Erlang C, imitation modelling) to count the necessary amount of operators have been applied. The task to predict the volume of contact center incoming calls for a certain month and also to calculate the necessary number o...

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Bibliographic Details
Main Authors: Chernichenko, K.O., Kapkanets, A.M., Panchenko, T.V.
Format: Article
Language:Ukrainian
Published: Інститут програмних систем НАН України 2018
Subjects:
contact center
load planning
man-hours
forecast
Erlang C
imitation modelling
УДК 004.6
Online Access:https://pp.isofts.kiev.ua/index.php/ojs1/article/view/200
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Summary:A non-classical method for contact center load forecasting as well as methods (Erlang C, imitation modelling) to count the necessary amount of operators have been applied. The task to predict the volume of contact center incoming calls for a certain month and also to calculate the necessary number of operators have been set and solved. Conclusions about the model’s forecast quality and precision have been presented.Problems in programming 2016; 2-3: 227-236

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