| 铁路运输企业呼叫中心话务量预测方法研究 |
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| 引用本文： | 张伯驹.铁路运输企业呼叫中心话务量预测方法研究[J].铁路计算机应用,2014,23(10):1-3. |
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| 作者姓名： | 张伯驹 |
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| 作者单位： | 中国铁路总公司 运输局,北京,100844 |
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| 基金项目： | 铁道部2011年度科研计划课题 |
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| 摘 要： | 本文结合概率论与数理统计理论,运用抽样统计的手段,采用对数正态分布拟合,对呼叫中心的话务量进行预测.这种方法可计算出呼叫中心话务量的概率分布,从而得知话务量在某区间内的概率.论文使用的研究方法与已有的呼叫中心话务量预测方法的区别是引入了概率特性,它为铁路运输企业呼叫中心实际运营管理提供了理论与参考价值.
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| 关 键 词： | 呼叫中心 话务量预测 对数正态分布 抽样统计 |
| 收稿时间： | 2014-10-15 |
Method of forecasting traffic for call center of railway transport enterprise |
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| ZHANG Boju.Method of forecasting traffic for call center of railway transport enterprise[J].Railway Computer Application,2014,23(10):1-3. |
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| Authors: | ZHANG Boju |
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| Institution: | ZHANG Boju( Transport Administration,China Railway,Beijing 100844,China) |
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| Abstract: | This paper combined probability theory and mathematical statistics theory,and used the statistical sampling methods and lognormal distribution fitted to the call center traffic forecasting.The paper also used a new research method which was different from the existing method by introducing probabilistic characteristics,and this was expected to provide a more comprehensive theoretical and case reference for the actual operations management of call center. |
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| Keywords: | call center forecast on traffic logarithmic normal distribution sampling statistics |
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