Chaos Theory Methods for Contact-Center Dinamic Control
https://doi.org/10.31854/1813-324X-2021-7-2-18-23
Abstract
The work is devoted to searching for optimal control methods for contact center, in particular, methods for predicting the load for further calculation of required number of operators. If the number of operators is always more than required, then the owners of the contact center will incur financial losses. If there are too few employees, the quality of service will decline. Predicting the load of the contact center is required in order to bring the optimal number of operators to work in advance. It is proposed to apply chaos theory to predict the incoming load of a contact center. Positive value of the Lyapunov index indicates the chaotic behavior of the input flow of the load. To predict the load, the methods of linear and nonlinear forecasting and the method of global approximation are used. The paper presents the results of comparing these methods for the problem of predicting the incoming load of contact center.
About the Authors
A. B. Goldstein
The Bonch-Bruevich Saint-Petersburg State University of Telecommunications;
Scientific and Technical Center "ARGUS"
Russian Federation
Russian Federation
St. Petersburg, 193232;
St. Petersburg, 197198
S. V. Kislyakov
The Bonch-Bruevich Saint-Petersburg State University of Telecommunications;
Scientific and Technical Center "ARGUS"
Russian Federation
Russian Federation
St. Petersburg, 193232;
St. Petersburg, 197198
M. A. Fenomenov
The Bonch-Bruevich Saint-Petersburg State University of Telecommunications;
Scientific and Technical Center "ARGUS"
Russian Federation
Russian Federation
St. Petersburg, 193232;
St. Petersburg, 197198
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Review
For citations:
Goldstein A.B., Kislyakov S.V., Fenomenov M.A. Chaos Theory Methods for Contact-Center Dinamic Control. Proceedings of Telecommunication Universities. 2021;7(2):18-23. (In Russ.) https://doi.org/10.31854/1813-324X-2021-7-2-18-23
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