基于排队论的IT服务热线坐席数优化研究

Research on the Optimization of the Number of Seats of IT Service Hotline Based on Queuing Theory

广西电网有限责任公司1000号IT服务热线是信息中心为公司用户提供服务的重要途径,其中1000号综合坐席在日常服务中的话务量最高。为优化1000号综合坐席的业务高峰期话务服务,兼顾话务服务人力成本经济,笔者基于排队论,对系统后台、实地调研得到的2019年4-6月网络安全攻防演习期间的实际数据进行统计分析,计算得出该时期行政上班各时间段最适合安排的综合坐席人数理论值,通过MATLAB/Simulink软件进行仿真验证该方法的有效性,并在此基础上进一步提出优化话务服务的建议。

No.1000 IT service hotline of Guangxi Power Grid Co.,Ltd.is an important way for the information center to provide services for the company's users,and No.1000 comprehensive seat has the highest traffic volume in daily services.In order to optimize the traffic service of No.1000 comprehensive seats during the peak period of business and give consideration to the labor cost economy of the traffic service,based on the queuing theory,the author makes a statistical analysis of the actual data during the network security attack and defense exercise in April June 2019 obtained from the background and field survey of the system,calculates the theoretical value of the most suitable number of comprehensive seats in each period of administrative work in this period,and through matla B/Simulink software is used to veri fy the effectiveness of the method.On the basis of this,some suggestions are put forward to optimize the traffic service.