Contact Center Load Forecasting and Operator Schedule Planning

• Veröffentlicht in: PROBLEMS IN PROGRAMMING
• Datum: 2018
• Heft: 2-3
• Сторінки: 227-236
• ISSN: 1727-4907
• Автори та афіліації: K.O. Chernichenko — Kiev Taras Shevchenko National University; A.M. Kapkanets — Kiev Taras Shevchenko National University; T.V. Panchenko — Kiev Taras Shevchenko National University
• Hauptverfasser: Chernichenko, K.O., Kapkanets, A.M., Panchenko, T.V.
• Format: Artikel
• Sprache: Ukrainisch
• Veröffentlicht: PROBLEMS IN PROGRAMMING 2018
• Schlagworte: contact center; load planning; man-hours; forecast; Erlang C; imitation modelling; УДК 004.6
• Online Zugang: 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...