呼叫中心排班系统的分析与设计

Analysis and design of the call center scheduling system

企业规模和员工数量不断扩大,而传统的手工排班模式费时费力,已不能满足企业的管理需求。文章根据某呼叫中心的排班流程和规则,设计了一个排班系统,该系统能根据话务历史数据生成坐席预测值,配置各种排班规则,并根据预测值和排班规则自动生成排班表,实现了排班的智能化。

Enterprise size and number of employees keep expanding,the traditional manual scheduling model is time-consuming and labor-consuming,and the management needs of the enterprise cannot be met.According to the scheduling process and rules of a call center,a scheduling system is designed.The system can generate an agent forecast value according to the traffic history data,configure various scheduling rules,and automatically generate a schedule table according to the predicted value and the scheduling rule to realize the intellectualization of the schedule.