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
收藏
页码：8317 / 8321
页数：5
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