Method and device for call center multifactorial telephone traffic prediction

A technology of traffic forecasting and call center, which is applied in the field of traffic system, can solve problems such as the inapplicability of traffic forecasting methods, achieve superior nonlinear learning ability, improve computing efficiency and solve the effects of loss of differential information

Active Publication Date: 2016-08-10
杭州远传新业科技股份有限公司
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Problems solved by technology

[0009] The present invention aims at the shortcoming that the traffic prediction method in the prior art cannot b

Method used

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  • Method and device for call center multifactorial telephone traffic prediction
  • Method and device for call center multifactorial telephone traffic prediction
  • Method and device for call center multifactorial telephone traffic prediction

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Embodiment 1

[0029] Call center multi-factor traffic forecasting method, as shown in the figure,

[0030] Determine the historical time period and forecast time period, collect historical traffic data in the historical time period, collect holiday data, special event data and multi-factor data that affect traffic in the historical time period and forecast time period;

[0031] First fill in the missing historical traffic data and keep the number of historical daily data records consistent, and then pass the Raida criterion method (also known as the 3 times standard deviation method, referred to as the 3δ criterion; refers to when a certain measurement data and its measurement results When the difference between the arithmetic mean value of the data is greater than 3 times the standard deviation, it is regarded as an outlier) The historical traffic data is abnormally analyzed, the outlier is identified, and the corresponding historical traffic data is corrected according to the historical sp...

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Abstract

The invention relates to a telephone traffic system and discloses a method and a device for call center multifactorial telephone traffic prediction. According to the method, a traffic prediction result can be calculated according to a weekly rule correction coefficient, a monthly rule correction coefficient, a holiday influence coefficient and a special event influence coefficient and is further outputted. A controller internally comprises a professional maintenance module, a prediction project configuration module, a holiday maintenance module, a multifactorial data acquisition module, a special event management module, a traffic prediction module and a prediction result display module connected with an output device. The method has property of wide application scenes, and call center traffic prediction demands of different industries such as telecommunication communication, aviation, finance and electric power can be satisfied.

Description

technical field [0001] The invention relates to a traffic system, in particular to a call center multi-factor traffic prediction method and a device thereof. Background technique [0002] With the rapid development of communication services, the demand for call center traffic forecast is increasing, and the requirements for service level, agent utilization rate and working hours management are constantly improving. Under the current conditions, how to reasonably arrange manpower, improve the call connection rate, and optimize on-site management has become a huge challenge for the scheduler. According to Irish law, service levels are directly affected by call volume, average handle time and number of agents. A scientific and reasonable traffic forecasting model is an important basis for rationally arranging shift schedules, and an important link for call centers to achieve high-efficiency operation management, reduce operating costs, and ensure customer service quality and l...

Claims

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Application Information

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IPC IPC(8): H04M3/22H04W24/08
CPCH04M3/22H04W24/08
Inventor 嵇望周磊梁青杨松铭徐进澎
Owner 杭州远传新业科技股份有限公司
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