Fuzzy model for calculating the number of contact center staff
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Солодухин Константин Сергеевич
Konstantin S. Solodukhin. Vladivostok State University of Economics and Service. Vladivostok. Russia
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Vladimir A. Eskov
Vladimir A. Eskov. Vladivostok State University of Economics and Service. Vladivostok. Russia
Abstract. The article is devoted to the problem of predicting the number of personnel of the call service center
under conditions of fuzzy input data. The paper solves the problem of developing a fuzzy model for calculating
the planned number of personnel of the contact center for every hour during the day. The fuzzy inference
model, which is the Mamdani model, allows you to calculate the number of operators required on the line
every hour for given input parameters. The model is implemented in the MATLAB Fuzzy Logic Toolbox pack-
age using a graphical interface, which allows you to quickly and conveniently perform the necessary calcula-
tions. The results of testing the model on the example of a contact center of a large telecom operator are pre-
sented. The advantages of using the proposed fuzzy model in comparison with calculations based on Erlang
formulas are demonstrated. The obtained results contribute to the development of tools for calculating the
main indicators of the functioning of contact centers based on fuzzy methods. The practical significance of the
results is determined by the possibility of direct use of the proposed model when planning the number of staff
of call service centers of companies in any field of activity.
Keywords: contact center, call service center, forecasting the number of operators, fuzzy model, fuzzy
inference system, Mamdani algorithm