Primary requests for servicing arrive according to a Poisson model with intensity . It is supposed that the model describes the call center functioning in case of overload. It means that apart of primary requests, the call center serves repeated requests.
Dec 18, 2019
The functional and mathematical models of call center working in case of overload are constructed and analyzed. In the model the following features are ...
Call center model is considered in case of overload. It means that large portion of coming requests are repeated requests caused by insufficient amount of ...
The constructed model and elaborated algorithms of performance measure estimation can be used for the control of contact center functioning in case of overload.
Call center model is considered in case of overload. It means that large portion of coming requests are repeated requests caused by insufficient amount of ...
The mathematical model of call center functioning in case of overload is constructed and analyzed. In the model multi-skilled routing based on usage of one ...
Sep 14, 2020 · Abstract. The mathematical model of public-safety answering points (PSAP) functioning is constructed and analyzed. In the model the usage of ...
that the approximation performs reasonably well even in the case of 20% abandonments, but it breaks down in extreme overload, e.g., in case of 50% abandonments.
Call Centers are important channels of communication within the consumer relationship and a point of integration between suppliers and their customers.
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