METHOD AND APPARATUS OF PREDICTING NUMBER OF ACCESSES, AND METHOD AND APPARATUS OF ARRANGING NUMBER OF OPERATORS

摘要

PROBLEM TO BE SOLVED: To calculate the optimum of the number of operators to be deployed per time unit in a call center system.;SOLUTION: A personnel plan system 10 is an apparatus of deploying the number of operators in a call center in which a number of operators 2 who perform telephone reception from each of users 1. The system 10 calculates the corrected number of received calls per time unit in the past other than received calls by re-calling due to unavailability of reception by operators 2 on the basis of a history of received calls in the past, predicts the number of reception calls per time unit on the basis of the corrected number of past received calls, and calculates the number of operators required per time unit on the basis of the number of received calls per predicted time unit.;COPYRIGHT: (C)2006,JPO&NCIPI