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Journal of Automation and Information Sciences

Published 12 issues per year

ISSN Print: 1064-2315

ISSN Online: 2163-9337

SJR: 0.173 SNIP: 0.588 CiteScore™:: 2

Indexed in

Call Center as Retrial Queueing System

Volume 39, Issue 5, 2007, pp. 37-47
DOI: 10.1615/JAutomatInfScien.v39.i5.40
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ABSTRACT

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.

CITED BY
  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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