ЦЕНТР ОБРОБКИ ВИКЛИКІВ ЯК СИСТЕМА МАСОВОГО ОБСЛУГОВУВАННЯ З ПОВЕРНЕННЯМИ
The process of call center operation is considered. Analytical and statistical models of call center operation are developed as M / M / c / 0 retrial queuing systems with losses. The flow of retrials influences the characteristics of the quality of call center service. Statistical model of call cent...
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| Date: | 2007 |
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| Main Authors: | , |
| Format: | Article |
| Language: | Ukrainian |
| Published: |
V.M. Glushkov Institute of Cybernetics of NAS of Ukraine
2007
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| Online Access: | https://jais.net.ua/index.php/files/article/view/318 |
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| Journal Title: | Problems of Control and Informatics |
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Problems of Control and Informatics| Summary: | The process of call center operation is considered. Analytical and statistical models of call center operation are developed as M / M / c / 0 retrial queuing systems with losses. The flow of retrials influences the characteristics of the quality of call center service. 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. |
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