Journal of Automation and Information Sciences
Publication de 12 numéros par an
ISSN Imprimer: 1064-2315
ISSN En ligne: 2163-9337
SJR:
0.173
SNIP:
0.588
CiteScore™::
2
Indexed in
Determination of the Quantity of Call Center Agents
Volume 40,
Numéro 11, 2008,
pp. 36-45
DOI: 10.1615/JAutomatInfScien.v40.i11.40
RÉSUMÉ
Calculation of the optimum quantity of call center agents is given. Call center is considered as M/M/m queueing system with limited waiting time. The formulae for characteristics of the quality of call center operation are derived and the program for determination of the optimum quantity of work places is developed.
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