Contact Center Load Forecasting and Operator Schedule Planning | Zendy

K.O. Chernichenko | Zendy; A.M. Kapkanets | Zendy; T. V. Panchenko | Zendy

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Contact Center Load Forecasting and Operator Schedule Planning

Author(s) -

K.O. Chernichenko,

A.M. Kapkanets,

T. V. Panchenko

Publication year - 2016

Publication title -

problems in programming

Language(s) - English

Resource type - Journals

ISSN - 1727-4907

DOI - 10.15407/pp2016.02-03.227

Subject(s) - erlang (programming language) , operator (biology) , schedule , computer science , center (category theory) , set (abstract data type) , task (project management) , operations research , mathematical optimization , simulation , mathematics , engineering , theoretical computer science , systems engineering , crystallography , operating system , functional programming , biochemistry , chemistry , repressor , transcription factor , programming language , gene

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 of operators have been set and solved. Conclusions about the model’s forecast quality and precision have been presented.

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