基于ErlangC公式的座席测算在电力呼叫中心的应用  

The research on call traffic predicting based on Erlang C fomulation in the electric call center

作　　者：莫玉纯[1] 吴广财 杨秋勇 

机构地区：[1]广东电网公司,广东佛山528000

出　　处：《电子设计工程》2015年第21期189-192,共4页Electronic Design Engineering

摘　　要：座席人员排班是呼叫中心运作的重要问题,科学合理的座席安排能更好地提高呼叫中心的运作效率,降低成本和提升服务水平。本研究基于寻求呼叫中心的座席排班最优化的目的,通过研究Erlang-C公式在实际生产场景的应用,对电力呼叫中心的座席安排进行测算,辅助座席排班,最终得到在确保85%服务水平的前提下,在不同时段的座席人员利用率提高10%-40%不等。While call agent scheduling is an important part for the call center operation. With a scientific schedule , the call center could improve its efficiency, as well as reduce the cost and upgrade the service level. This study, mainly set for agent schedule optimizing which is based on the ErlangC formula, predicting of the call traffic in the electric industry and that will assist the Agent Scheduling to a large extent.The agent efficiency increased 10%~40%on the premise of 85%service level.

关 键 词：Erlang-C 座席测算 客服代表 电力呼叫中心 排班管理 座席排班 

分 类 号：TN99[电子电信—信号与信息处理]