A shift scheduling method, storage medium and server for customer service agents

Abstract

The invention provides a scheduling method for a customer service agent, a storage medium and a server. The method comprises the steps of: acquiring historical traffic data and historical customer service agent status data of a call center historical traffic case; predicting the traffic volume of a to-be-scheduled date according to the historical traffic data; determining the historical work efficiency of the customer service agent according to the historical customer service agent status data; calculating the minimum manpower required for the to-be-scheduled date according to the predicted traffic volume of the to-be-arranged date and the historical work efficiency of the customer service agent; and scheduling the customer service agent according to the calculated minimum manpower required for the to-be-scheduled date and the to-be-scheduled date. The invention is capable of effectively and reasonably arranging the customer service agent to handle the traffic case and improving the effectiveness of the scheduling.

Description

technical field [0001] The invention relates to the technical field of information processing, in particular to a scheduling method for customer service seats, a storage medium and a server. 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 cost of personnel is the key to the operating cost of the call center, and the pursuit of the fit between personnel and traffic is the eternal theme of the call center. [0003] In the prior art, the management of the customer service agents adopts a relatively traditional method. After the schedule is arranged, the customer service agents manually inquire about their own schedule and come to and from get off work according to the arrangement. With the continuous growth of the call center team, the number of agents in each site of the call center is la...

AI Technical Summary

Problems solved by technology

[0004] Embodiments of the present invention provide a shift scheduling method, storage medium, and server for customer service seats to solve the problem that in the prior art, call center managers cannot effectively understand the actual working conditions of customer service seats. This kind of working status cannot be effectively analyzed, and the call center managers cannot effectively and reasonably arrange manpower to deal with customer needs.

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