物流企业软交换呼叫中心话务压力测试模型的研究

呼叫中心系统建成后,需要对系统所能承载的话务负载压力进行测试和评估,以确定系统的极限性能.本文在分析呼叫中心最基本的呼入、呼出业务的基础上,采用软件工具模拟座席、客户之间的外呼、内呼业务,并对系统设置不同配置的参数和极限指标,提出一种话务压力测试模型,并在中铁快运95572呼叫中心系统进行了实例验证,为铁路运输企业其它呼叫中心系统的话务压力测试提供了参考.

Research on stress test model for telephone traffic of soft-switching call center in logistics enterprise

After the Call Center System was completed, it was needed to test and evaluated the load pressure of telephone traffic which the System could bear, and determine the ultimate performance of the System.Based on the analysis of the most basic inbound and outbound business of call center, it was used the software tools to analog the outgoing and incoming calls between agents and customers. After setting different system parameters and limits targets, a telephone traffic stress test models was proposed. This model was validated as an instance in 95572 Call Center System of the CRE and provided a reference in testing telephone traffic stressfor the Call Center System of other railway transportation enterprises.