| 摘要 |
A method for calculating the number of operators needed to achieve the set service target in a model approximated to the actual operation environment of a contact center in consideration of the rate of abandoned calls. A number-of-operators-needed calculating device (10) receives, as input parameters, at least the number of calls made during a period of time, an average handling time taken to handle the calls by the operators, and a longest waiting time until the callers abandoned their waits for the answers to the calls, initially sets the number of operators, determines the probability of wait for the answer to a call by the Erlang C calculation according to at least the number of calls and the number of operators, calculates the rate of abandoned calls used as a service target according to at least the call wait probability and the input parameter, repeats the calculation of the call wait probability and the rate of abandoned calls for the variation of the number of operators in a recurrence manner, and calculates the number of operators needed to achieve a predetermined service target. |
