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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
Date:	2018
Main Authors:	Chernichenko, K.O., Kapkanets, A.M., Panchenko, T.V.
Format:	Article
Language:	Ukrainian
Published:	PROBLEMS IN PROGRAMMING 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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Journal Title:	Problems in programming
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