Intelligent calling center management system and intelligent scheduling control method

Abstract

An intelligent scheduling control method of a telephone traffic center comprises the following steps of forecasting telephone traffic, calculating required manpower according to the forecast telephone traffic, and carrying out scheduling according to the required manpower and a scheduling constraint condition. A method of forecasting the telephone traffic comprises the steps of selecting a forecasting time range of telephone traffic service, extracting history data according to a forecasting date, analyzing and cleaning the extracted history data, forecasting daily telephone traffic within the forecasting date by a trend regression method, forecasting period telephone traffic within the forecasting date by a fuzzy neural network method, carrying out smoothness adjustment of the telephone traffic according to the forecast daily telephone traffic and the period telephone traffic, calculating the particular telephone traffic of each time point according to a duty ratio of each time point as corrected forecast telephone traffic, and correcting the forecast telephone traffic of the time points according to significant factors influencing the telephone traffic, wherein the telephone traffic of a special time period can be adjusted according to unpredictable emergencies and human experience for the period telephone traffic within the forecasting date.

Description

technical field [0001] The invention relates to the field of call centers, in particular to an intelligent call center management system and an intelligent scheduling control method. Background technique [0002] With the rapid development of China's economy, the call center industry has also developed rapidly in China in recent years, and the number of various call centers and employees has continued to increase. The ultimate goal of call center operation is "excellent service, high quality, and low cost". The cost of personnel is the key to the operation cost of the call center, and the pursuit of the fit between personnel and traffic is the eternal theme of the call center. Call center site management is a dynamic management process, which requires call center managers to control service quality and staff efficiency, and respond to and take necessary measures in a timely manner according to what happens on the call center site to solve existing problems while avoiding pot...

AI Technical Summary

Problems solved by technology

Relying on personal experience for on-site management and forecasting ability is weak, and often can only respond after the event, but cannot effectively prevent beforehand, and the service level cannot be guaranteed

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