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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
Published in:PROBLEMS IN PROGRAMMING
Date:2018
Issue:2-3
Pages:227-236
ISSN:1727-4907
Author Affiliations:
  • K.O. Chernichenko — Kiev Taras Shevchenko National University
  • A.M. Kapkanets — Kiev Taras Shevchenko National University
  • T.V. Panchenko — Kiev Taras Shevchenko National University
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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Problems in programming

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https://pp.isofts.kiev.ua/index.php/ojs1/article/view/200

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