摘要
呼叫放弃率是用来衡量呼叫中心服务质量的一项最重要的指标之一。为了利用呼叫中心的历史数据获得精确的呼叫放弃率预测值,充分利用统计学原理和数据挖掘原理给出一种用于呼叫中心呼叫放弃率的预测模型,并结合呼叫中心经典的排队模型,阐述了该预测模型的设计原理、体系结构和应用方法。最后利用实验来证明,根据该模型可以获得准确的呼叫放弃率预测值,从而有助于提高呼叫中心的服务水平。
Abandon percentage is one of the most important measures for the quality of service in call centers. In order to predict the ahandon percentage accurately,makes full use of principle of statistics and data mining,an abandon percentage predictive model for call centers is presented in this paper that is hazed on queuing theories. Its principle of design, system structure and application method axe also introducad. We conclude from the success of the application example that the results of this model are accurate,and it is conducive to improve the QoS of call centers.
出处
《计算机技术与发展》
2006年第5期134-136,139,共4页
Computer Technology and Development
