文献类型：会议论文

英文题名：Traffic forecasting of mobile communication in call center

作者：Zhang Jian[1];Tian Wu-feng[2];Cui Chun-yan[3]

通讯作者：Zhang, J[1]

机构：[1]Beijing Union Univ, Normal Coll, Dept Elect & Informat, Beijing 100011, Peoples R China;[2]Wuhan Univ Technol, Sch Sci, Wuhan 430070, Peoples R China;[3]Beijing Vocat Coll Elect Sci, Basic Courses Dept, Beijing 100176, Peoples R China

第一机构：北京联合大学师范学院|北京联合大学应用科技学院电子信息系

通讯机构：[1]corresponding author), Beijing Union Univ, Normal Coll, Dept Elect & Informat, Beijing 100011, Peoples R China.|[1141711]北京联合大学师范学院;[11417]北京联合大学;[11417111]北京联合大学应用科技学院电子信息系;[1141775]应用科技学院;

会议论文集：3rd IEEE International Conference on Computer Science and Information Technology (ICCSIT)

会议日期：JUL 09-11, 2010

会议地点：Chengdu, PEOPLES R CHINA

语种：英文

外文关键词：traffic forecasting; exponential smoothing; Markov chains

摘要：Along with the development of service industry and rapid growth of call volume in call center, traffic forecasting of mobile communication has become to be an urgent and significant issue especially when people are more and more concerned about customer service online. Based on the previous forecasting methods and thinking, this paper uses exponential smoothing model to forecast long term volume prediction-month calls volume, and establish an integrated regression forecasting model which takes practical situation into consideration and Markov chains for daily volume prediction. The comparison between the actual volume and predicted values show us that these provided models are fairly effective and feasible for traffic forecasting in call center.