铁路12306呼叫中心路由排队模型研究

冯焱

铁路12306呼叫中心路由排队模型研究

冯焱

中国铁道科学研究院集团有限公司电子计算技术研究所,北京 100081

详细信息

作者简介:
冯焱，助理研究员。

中图分类号: U293.22:TP39
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- 文章访问数: 165
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出版历程
- 收稿日期: 2017-12-21
- 刊出日期: 2018-09-24

Route queuing model of Railway 12306 Call Center

FENG Yan

Institute of Computing Technologies, China Academy of Railway Sciences Corporation Limited,Beijing 100081, China

摘要

摘要: 铁路12306呼叫中心的特点是话务量大、紧迫度高、坐席多技能和一次来电解决率低。常见的路由排队模型是按技能组路由和按应答次数、应答时间随机分配，在12306应用场景下会出现技能组路由、坐席分配不合理的情况，导致客户的等待时间和服务时间过长。文章研究了一种优化的路由排队模型，在路由选择时综合考虑技能分组、坐席技能列表和呼叫队列来电属性，在分配时将“未解决”来电与随机分配相结合，从而提高多技能坐席的复用率和二次来电的同席接听率。通过Java仿真程序的模拟测试，验证了优化后的模型与传统模型相比有效缩短了客户的呼叫等待时间和服务时间。
- 呼叫中心 /
- 路由 /
- 排队
Abstract: The characteristics of the Railway 12306 Call Center are large traffic, high urgency, multiple skills at telephone seats and a low call resolution rate. The common routing queuing model is random allocation according to skill group routing and response times and response time. In the 12306 application scenario, there would be unreasonable skill group routing and seat allocation. The customer's waiting time and service time are caused too long.This paper studied an optimized routing queuing model. In the process of routing, the skills grouping, seat skill list and call queue attribute were taken into account. During distribution, unresolved calls were combined with random allocation. Thereby the multiplex rate of multi skill seats and the same reception rate of the two calls were increased.Through the simulation test of Java simulation program, it is verified that the optimized model compared with the traditional model can effectively shorten the waiting time and service time of the customer.
- call center /
- routing /
- queue

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参考文献(9)

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