摘要
人工来电量预测是大型电话咨询中心座席安排的重要依据。对某行业的大型电话咨询中心的历史数据进行分析和数据挖掘,并利用ARIMA模型给出一个小时来电量的预测模型。检验结果表明模型预测数据对实际数据有较高的拟合度。
The forecast of manual phone calls amount is the important base for a large-scale call centre to plan its staff schedule.In this paper we analyse the historical data of the large-scale call centre of a certain trade and conduct the data mining,and use ARIMA model to have worked out a forecast model for one-hour phone call amount.The result of verification shows that the data predicted by the model perfectly fits the actual data.
出处
《计算机应用与软件》
CSCD
北大核心
2012年第9期126-128,共3页
Computer Applications and Software
基金
2010上海市优秀学科带头人计划(10XD1423200)
