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Recently, many requests from customers at the same time can make over working load to a service call center. Conventional approaches have focused on scheduling cost, time, and human resource in a service call center, so it takes time with increasing high costs. This paper has presented a proposal of an intelligent rule-based support model using data log files with multiple constraints for optimized schedules and minimized number of counselors. The proposed model has been applied rules, quantified both qualitative and quantitative factors, based on the transactions in historical data to optimize a service call center schedule. To validate the proposed model, the experimental results show that the proposed system enhances its performance with a smart schedule based on the log files and counselor experiences in actual case studies of Cuc Phuong forest call services. |
