Scheduling method and device

Abstract

The invention discloses a scheduling method and a scheduling device. The scheduling method includes forecasting traffic; determining required manual labor according to the forecast traffic; performing scheduling according to the required manual labor and constraint conditions. The scheduling method and the scheduling device have the advantages that effective scheduling can be precisely performed according to the traffic, available agent representatives can be optimally matched with current distribution of call requests owing to an obtained schedule, agent resources are utilized to the greatest extent, resource wastage is prevented when demand on the traffic is low, and the service level of a call center can be guaranteed when the demand on the traffic is high; individual requirements of agent personnel can be met in a scheduling procedure, the scheduling fairness can be guaranteed, and the work efficiency of the agent personnel is improved; by the aid of an intelligent scheduling system and the scheduling method, a project is created in each scheduling procedure, and the different projects or the projects in different periods can be compared with one another and can be copied and shared, so that history enquiry and experience management are facilitated, and the work efficiency is further improved.

Description

technical field [0001] The invention relates to the technical field of communications, and in particular to a shift scheduling method and device. Background technique [0002] With the continuous growth of the call center team, the efficiency and tracking of manual traffic forecasting and scheduling cannot keep up with the pace of call center development, and the traffic changes in various regions are relatively frequent, and manual personnel deployment is not timely enough, which affects The completion rate reached the standard, but failed to achieve the optimal utilization of personnel. In addition, the contradiction between fairness and efficiency is becoming more and more prominent, and employee comfort is increasingly becoming a key consideration in the scheduling process. Manual scheduling is difficult to balance fairness and efficiency, so a more complete scheduling is needed The system solves the above problems. [0003] Existing patent documents include: Chinese p...

AI Technical Summary

Problems solved by technology

[0008] The purpose of the present invention is to solve the problem that the prior art scheduling design cannot accurately perform effective scheduling based on traffic forecast, and cannot meet the individual needs of employees in scheduling, so it cannot be effectively managed through reasonable scheduling To improve work efficiency and other technical issues

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