Contact Center Load Forecasting and Operator Schedule Planning

• Опубліковано в: PROBLEMS IN PROGRAMMING
• Дата: 2018
• Випуск: 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
• Автори: Chernichenko, K.O., Kapkanets, A.M., Panchenko, T.V.
• Формат: Стаття
• Мова: Українська
• Опубліковано: PROBLEMS IN PROGRAMMING 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...