Performance Evaluation of Multi-skill Call Center Considering Call Abandonment

被引：0

作者：

Huo, Jiazhen ^{[1
]}

Dai, Tao ^{[1
]}

机构：

[1] Tongji Univ, Sch Econ & Management, Shanghai 200092, Peoples R China

来源：

2008 4TH INTERNATIONAL CONFERENCE ON WIRELESS COMMUNICATIONS, NETWORKING AND MOBILE COMPUTING, VOLS 1-31 | 2008年

关键词：

call center; multi-skill; call abandonment; performance evaluation;

D O I：

暂无

中图分类号：

TN [电子技术、通信技术];

学科分类号：

0809 ;

摘要：

Focused on a classical multi-skill call center design model, a method for describing state space was given first. While considering the process of call handling as a markov process and taken the phenomenon of call abandonment into account, the state-transfer equation based on birth-and-death process was generated. A process of calculating steady-state probability and using steady-state probability for performance analysis was presented. A compare with simulation method and was done at last to show the effect and efficiency of the method.

引用

页码：8317 / 8321

页数：5

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