呼叫中心服务时间统计分布研究

Statistical Distribution of Service Duration in a Telecommunication Call Center

通过对某呼叫中心服务时间数据的收集和分析,采用Anderson Darling检验方法对四种可能的服务时间统计分布进行对比和分析,认为对数正态分布能够更好地揭示服务时间的分布特点,并对对数正态分布服务时间的均值和置信区间进行了较精确的估计。

Based on the analysis of the data collected in a call center, this paper conducts comparative study of the statistical distribution of service duration using Anderson Darling test. It is concluded that lognormal distribution is capable of describing the distribution pattern of service duration. Estimation of the mean and related confidence intervals of lognormal distributed service duration is discussed as well.