The Design And Implementation Of The Schedule Subsystem Of Call Center Based On J2EE

Along with the tense market competition, if we simply rely on the advanced technology, and improving product quality, these traditional means are difficult to take a competitive share in the market. More enterprises use attracting customers by providing a wealth of services means to meet customers anytime, anywhere service needs, but also allow customers to enjoy the service in their own ways. In this situation, the Call Center has become an extreme important means of competition. Call Center establishes a scientific and reasonable schedule program to maintain a good standard of service. Call Center managers arrange corresponding changes of periods and different seat number of the skill group based on different traffic predictions to meet the Call Center operation indicators, customer satisfaction goals. Call center managers use the Erlang-C forecast scheduling parameters and historical traffic data to forecast seats, traffic, and traffic production and to make the forecasting curve, and to create and maintain of the templates, and according to different arrangements of the time and the skill group, adjust scheduling during the unexpected incidents. This article arranges in groups the subsystem by the telecommunication full branch research and development call center to take the background. First elaborated the call center arranges in groups the subsystem the development background, then elaborates the J2EE distributional system structure, then the analysis call center arranges in groups the subsystem the service demand, the design module database and the realization code. Finally, arranged in groups the subsystem to the call center the design and has really done on the spot the summary, and the discussion call center and its arranged in groups the subsystem the design method and the realization technology further work and the forecast.