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自动化与信息科学期刊

每年出版 12 

ISSN 打印: 1064-2315

ISSN 在线: 2163-9337

SJR: 0.173 SNIP: 0.588 CiteScore™:: 2

Indexed in

Call Center as Retrial Queueing System

卷 39, 册 5, 2007, pp. 37-47
DOI: 10.1615/JAutomatInfScien.v39.i5.40
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摘要

The process of call center operation is considered. Analytical and statistical models of call center operation are developed as M/M/c/0 retrial queueing systems with losses. The flow of retrials influences the characteristics of the quality of call center operation. The statistical model of call center is developed on the basis of the Monte-Carlo method. The algorithm of statistical modeling of call center is depicted. The main characteristics of the quality of call center operation are determined and derived. Some graphic dependences are shown.

对本文的引用
  1. Koba E. V., Pustova S. V., Lakatos queuing systems, their generalization and application, Cybernetics and Systems Analysis, 48, 3, 2012. Crossref

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