计算机应用与软件2012，Vol.29Issue(7)：37-39,3.
呼叫中心人工座席预测模型和分析
FORECASTING MODEL FOR MANUAL SERVICE OF CALL CENTRE AND ITS ANALYSIS
摘要
Abstract
The manual service agents and the connection rate are all the important indexes the call centre concerns. In this paper, we probe the relationship between the number of manual service agents, the call connection rate and the incoming calls total by mining and analysing the hi&lory data of a certain large-scale call centre. We use ARIMAX model of multivariate time series to give the dynamic regression model of the estimation. Test results show that the forecast data of the model has a high degree in fit with the actual data.关键词
电话咨询中心/ARIMAX模型/预测Key words
Call centre/ARIMAX model/Forecasting分类
信息技术与安全科学引用本文复制引用
杜守国,李光亚..呼叫中心人工座席预测模型和分析[J].计算机应用与软件,2012,29(7):37-39,3.基金项目
"十一五"国家科技支撑计划重点项目(2008BAH32B02) （2008BAH32B02）
上海市教委科研创新项目(11YS205,08ZS94) （11YS205,08ZS94）
上海市高校"085工程". （）
