Erlang模型在坐席规模预测中的研究与改进

Research and improvement on agent forecasting using Erlang models

坐席规模预测是呼叫中心运营管理中的一项重要课题。本文首先对相关排队论模型进行了分析比较,运用更符合实际话务特征的Erlang A模型对某铁路企业呼叫中心坐席进行预测,给出了详尽的计算过程。在模型参数选择过程中详细分析了大量历史数据,充分考虑了企业业务特点,预测结果符合目标绩效指标和企业实际工作情况。

Agent forecasting was very important in management of operations call center. In this paper, the relevant queuing model was analyzed and compared firstly, then using Erlang A model to predict call center agent with calculation method in detail. The paper analyzed a large amount of historical data and took fully consideration of business characteristics in the choice of model parameters. The predict results could meet the target performance level and conform with work reality.