Large Call Center Scheduling System
The artificial scheduling of call center can lead to the irrational deployment of human resources, uneven distribution of tasks and difficulties of making accurate staff workload statistics. Therefore, the call center scheduling systems designing and implementation are proposed in this paper by the analysis of the workflow, employing the structured design and scientific forecasting methods. This scheduling system can predict the future calling traffic according to the analysis of historical data, thus calculate the number of agent and generate logical schedules and implement the intelligent allocation of tasks in order to manage the human resources of call center effective and save the cost.
scheduling call center forecasting agent
Ying Mou Junfeng Wang Chuanliu Xie
College of Computer Science, Sichuan University, Chengdu, China
国际会议
重庆
英文
395-398
2011-01-21（万方平台首次上网日期，不代表论文的发表时间）