Open AccessContact Center Load Forecasting and Operator Schedule Planning
Author(s) -
K.O. Chernichenko,
A.M. Kapkanets,
T. V. Panchenko
Publication year - 2016
Publication title -
problemy programmirovaniâ
Language(s) - English
Resource type - Journals
ISSN - 1727-4907
DOI - 10.15407/pp2016.02-03.227
Subject(s) - erlang (programming language) , operator (biology) , schedule , center (category theory) , computer science , set (abstract data type) , task (project management) , simulation , mathematical optimization , mathematics , engineering , theoretical computer science , systems engineering , functional programming , biochemistry , chemistry , repressor , transcription factor , programming language , gene , crystallography , operating system
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.