摘要
为了实现对大型呼叫中心系统人力资源的合理配置,从而极大提升呼叫中心生产力并使得运营成本得到最小化,提出了智能排班算法并实现了大型呼叫中心智能排班系统。分析了排班的本质及其所面临的问题,利用外点法抽象除了拟合坐席预测曲线的数学模型,并基于粒子群优化机制对坐席预测结果进行了分段自适应的拟合,最后采用队列轮循法生成了班表。实践结果表明,利用该算法所生成的班表规律高,能很好地适应呼叫中心的需求。
In order to configure the human resource of large-scale call center reasonable,and then improve the prolificacy and decrease the operating cost greatly,the intelligent crew rostering systemof large-scale call center is proposed and implemented.The characteristics and corresponding problems of crew rostering are analyzed firstly,and then the mathematical model of agent prediction curve fitting is abstracted via exterior point method,and the agent prediction result is fitted adaptively based on particle swarm optimization（PSO）. Meanwhile,the class tables are created by queue circulating algorithm.It is proved that the class tables generated by the scheduling algorithm are regular and can meet the requirements of call center very well.
出处
《计算机工程与设计》
CSCD
北大核心
2010年第23期5108-5112,共5页
Computer Engineering and Design
基金
国家863高技术研究发展计划基金项目(2009AA01Z405)
四川省青年基金项目(2009-28-419)
关键词
呼叫中心
排班
外点法
粒子群优化算法
队列轮循法
call center
crew rostering
exterior point method
PSO（particle swarm optimization）
queue circulating algorithm
