Modelling and simulation of a telephone call center

被引：25
|
作者：
Pichitlamken, J [1 ]
Deslauriers, A [1 ]
L'Ecuyer, P [1 ]
Avramidis, AN [1 ]
机构：
[1] Univ Montreal, Dept Informat & Rech Operat, Montreal, PQ H3C 3J7, Canada
来源：
PROCEEDINGS OF THE 2003 WINTER SIMULATION CONFERENCE, VOLS 1 AND 2 | 2003年
关键词：
D O I：
10.1109/WSC.2003.1261636
中图分类号：
TP39 [计算机的应用];
学科分类号：
081203 ; 0835 ;
摘要：
We consider a system with two types of traffic and two types of agents. Outbound calls are served only by blend agents, whereas inbound calls can be served by either inbound-only or blend agents. Our objective is to allocate a number of agents such that some service requirement is satisfied. We have taken two approaches in analyzing this staffing problem: We developed a simulation model of the call center, which allows us to do a what-if analysis, as well as continuous-time Markov chain (CTMC) queueing models, which provide approximations of system performance measures. We describe the simulation model in this paper.
引用
收藏
页码：1805 / 1812
页数：8
相关论文
共 50 条
  • [1] Markov chain models of a telephone call center with call blending
    Deslauriers, Alexandre
    L'Ecuyer, Pierre
    Pichitlamken, Juta
    Ingolfsson, Armann
    Avramidis, Athanassios N.
    COMPUTERS & OPERATIONS RESEARCH, 2007, 34 (06) : 1616 - 1645
  • [2] Modeling daily arrivals to a telephone call center
    Avramidis, AN
    Deslauriers, A
    L'Ecuyer, P
    MANAGEMENT SCIENCE, 2004, 50 (07) : 896 - 908
  • [3] A Telephone Call
    王晓兰
    英语知识, 2004, (12) : 21 - 21
  • [4] 'TELEPHONE CALL'
    DEPTA, VM
    VIRGINIA QUARTERLY REVIEW, 1990, 66 (04) : 671 - 672
  • [5] 'TELEPHONE CALL'
    GRAY, PW
    MALAHAT REVIEW, 1980, (54): : 132 - 132
  • [6] A Telephone Call
    王书正
    中学生英语读写(高考版), 2002, (01) : 40 - 40
  • [7] 'Telephone call'
    Sanderson, Caroline
    PLOUGHSHARES, 2007, 33 (01) : 160 - 160
  • [8] AVERAGE TELEPHONE CALL IS BETTER THAN AVERAGE TELEPHONE CALL
    DUNCANSON, JP
    PUBLIC OPINION QUARTERLY, 1969, 33 (01) : 112 - 116
  • [9] Statistical analysis of a telephone call center: A queueing-science perspective
    Brown, L
    Gans, N
    Mandelbaum, A
    Sakov, A
    Shen, HP
    Zeltyn, S
    Zhao, L
    JOURNAL OF THE AMERICAN STATISTICAL ASSOCIATION, 2005, 100 (469) : 36 - 50
  • [10] How safe is triage by an after-hours telephone call center?
    Kempe, Allison
    Bunik, Maya
    Ellis, Jennifer
    Magid, David
    Hegarty, Teresa
    Dickinson, L. Miriam
    Steiner, John F.
    PEDIATRICS, 2006, 118 (02) : 457 - 463
12345