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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
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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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