Contact Center Load Forecasting and Operator Schedule Planning

K.O. Chernichenko, A.M. Kapkanets, T.V. Panchenko


A non-classical method for contact center load forecasting as well as methods (Erlang C, imitation modelling) to count the necessary amount of operators have been applied. The task to predict the volume of contact center incoming calls for a certain month and also to calculate the necessary number of operators have been set and solved. Conclusions about the model’s forecast quality and precision have been presented.

Problems in programming 2016; 2-3: 227-236


contact center; load planning; man-hours; forecast; Erlang C; imitation modelling


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