Contact Center Load Forecasting and Operator Schedule Planning

• Дата: 2018
• Автори: Chernichenko, K.O., Kapkanets, A.M., Panchenko, T.V.
• Формат: Стаття
• Мова: Ukrainian
• Опубліковано: Інститут програмних систем НАН України 2018
• Теми: contact center; load planning; man-hours; forecast; Erlang C; imitation modelling; УДК 004.6
• Онлайн доступ: https://pp.isofts.kiev.ua/index.php/ojs1/article/view/200
• Назва журналу: Problems in programming

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...