电力呼叫中心话务量的指数平滑预测方法

采用基于时间序列的指数平滑预测方法对电力呼叫中心的话务量进行了预测,根据话务量预测准确率,分析影响电力呼叫中心话务量的因素,修正了话务量预测模型,提出了适合电力呼叫中心的话务量预测框架,并通过对比实验结果的分析得到了不同时期话务量预测的方法.

Exponential Smoothing Forecasting Method for Electric Call Center

In this paper the traffic of electric call center is forecasted based on general exponential smoothing methods.According to the traffic forecast accuracy and by analyzing the factors affecting the prediction,a traffic forecasting models is proposed to be suitable for the power of call center traffic.The comparative experimental results show that the forecasting methods in different periods are different.