Dmitry Efrosinin, Mais Farhadov,
"Mathematical model of a call center with self-service facility"
: Distributed Computer and Communication Networks. Theory and Applications (DCCN-2009), 2009
Original Titel:
Mathematical model of a call center with self-service facility
Sprache des Titels:
Englisch
Original Buchtitel:
Distributed Computer and Communication Networks. Theory and Applications (DCCN-2009)
Original Kurzfassung:
In this paper we consider a queueing model to estimate and optimize a modern
architecture call center having a self-service facility on the base of computer
speech recognition. A call-center is presented by a two-node network with one
node describing the ports of self-service and other one describing an operator
group. Automated service of a customer can be successfull (and the customer
leaves the system) of not (and the customer goes to the operator group). We
obtain stationary probabilities of the system states and derive performance
characteristics.
Forschungs-