System and method for shift arrangement

Abstract

The invention discloses a shift-arrangement system, which comprises an overflow priority matrix determination device which is used to generate a skill-group overflow priority matrix, an overflow priority model artificial device which is connected with the overflow priority matrix determination device and is used to optimize the skill-group overflow priority matrix generated by the overflow priority matrix determination device, a manpower requirement determination device, a traffic analysis and prediction device, and a client representative shift-arrangement device. In addition, the invention also discloses a shift-arrangement method. Through the invention, the equation-solved efficiency can be increased under the circumstances of skill shift-arrangement and route model size increasing, at the same time, the shift-arrangement under the circumstance of combining a plurality of techniques and a route model can be achieved.

Description

technical field [0001] The present invention relates to the field of communications, and in particular, to a scheduling system and method. Background technique [0002] At present, call centers have higher and higher requirements for agent skills. The previous single or few business model has developed into a multi-service model, and agents have also developed from single-skilled to multi-skilled and multi-service. Such as figure 1 As shown, this multi-service, multi-skilled operating environment puts forward higher and higher requirements on the operation and management level of call center managers. How to accurately predict the call center traffic and arrange an appropriate number of seats to Handle customer needs. [0003] Such as figure 2 As shown, the core server of the currently popular shift scheduling system in the industry usually includes functions such as traffic analysis and forecast, manpower forecast, and customer representative shift scheduling. Such as ...

AI Technical Summary

Problems solved by technology

Among them, the impact of the ACD queuing routing strategy on the service level and manpower demand of the calculation call center is not considered in the scheduling process, while the multi-skilled scheduling is greatly affected by the routing strategy, which directly affects the service level and manpower demand of the call center

Routing strategy and skills group form a complex queuing system, and the routing strategy of queuing machines is not considered in the prior art, so it is impossible to accurately predict the traffic volume of the call center, and it is difficult to accurately calculate the service level and manpower demand

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