呼叫中心话务预测评价与校正研究

Evaluation and Correction of Contact Center Traffic Prediction

本文主要是通过介绍话务预测方法及评价预测方法的精确性,同时当预测数据与实际数据偏差太大时,需进行预测校正,通过实证案例对预测评价及预测校正进行实际应用。

This paper mainly introduces the traffic prediction method and evaluates the precision of the prediction method. When there is big deviation between the prediction data and the actual data, it is necessary to conduct prediction correction. The prediction evaluation and prediction correction are applied into practice through the empirical cases.