Telephone traffic forecasting method of electric power call center

Abstract

The invention discloses a telephone traffic forecasting method of an electric power call center. The telephone traffic forecasting method is characterized by comprising the following steps: 1) collecting 96-point historical data of telephone traffic in a forecasting area, and simultaneously collecting relevant factor information influencing telephone traffic load changing corresponding to the historical data, wherein the relevant factor information includes a weather factor and electrical load information data; 2) identifying and correcting bad data; 3) forecasting the telephone traffic; 4) performing weighted averaging on the forecast results of several optimal models during the forecasting process of medium and long term telephone traffic forecasting, short term telephone traffic forecasting or super-short term telephone traffic forecasting to obtain the final forecasting results by choosing proper weight; and 5) performing accuracy rate comparison on the telephone traffic forecast results. The telephone traffic forecasting method can improve telephone traffic forecasting accuracy.

Description

technical field [0001] The invention relates to a traffic volume prediction system, in particular to a traffic volume prediction method suitable for a power call center, and belongs to the technical field of power system traffic volume prediction. Background technique [0002] The important premise of maintaining a good service level in the power call center is to arrange a reasonable number of agents within the corresponding time to ensure the realization of goals such as connection rate and customer satisfaction. Therefore, in order to achieve efficient call center operation management, reduce overall operating costs, and ensure customer service quality and service level, it is necessary to have scientific traffic forecasting to support the establishment of a reasonable scheduling plan. The scheduling method can no longer fully meet the above goals. Systematically analyze the trend of traffic volume, research the scientific traffic volume prediction method according to th...

AI Technical Summary

Problems solved by technology

my country's traffic forecasting is still in the primary research stage. There are no models and algorithms specifically for power call center traffic forecasting, and there is no mature professional software support. It is still mainly based on manual experience.

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