大型电话咨询中心来电量预测模型和分析

摘要

The forecast of manual phone calls amount is the important base for a large-scale call centre to plan its staff schedule. In this paper we analyse the historical data of the large-scale call centre of a certain trade and conduct the data mining, and use ARIMA model to have worked out a forecast model for one-hour phone call amount. The result of verification shows that the data predicted by the model perfectly fits the actual data.%人工来电量预测是大型电话咨询中心座席安排的重要依据.对某行业的大型电话咨询中心的历史数据进行分析和数据挖掘,并利用ARIMA模型给出一个小时来电量的预测模型.检验结果表明模型预测数据对实际数据有较高的拟合度.