원문정보
보안공학연구지원센터(IJUNESST)
International Journal of u- and e- Service, Science and Technology
Vol.8 No.4
2015.04
pp.51-60
피인용수 : 0건 (자료제공 : 네이버학술정보)
초록
영어
This paper studies a queuing model of the N-design multi-skill call center. In this model, there are two types of customers and two server groups who have different skills. Group 1 consists of specialized servers who can only serve one type of customers, Group 2 consists of flexible servers who can serve both two types of customers. The customers waiting for the service in the queue may leave the system due to impatience. By dividing the system’s state space into several sets of sates, we obtain the equilibrium equations and the steady-state probabilities of the system. We also obtain the computational formula of the service level and the computational procedure of the staffing problem.
목차
Abstract
1. Introduction
2. System Model
3. The Calculation of the Steady-state Probability
3.1. The Division of the State Space
3.2. The Division of the State Space
3.3. The Establishment of the Equilibrium Equation and the Calculation of the Steady-state Probability
4. The Calculation of the Call Center’s Service Level
5. Staffing Problem
6. Conclusions
Acknowledgements
References
1. Introduction
2. System Model
3. The Calculation of the Steady-state Probability
3.1. The Division of the State Space
3.2. The Division of the State Space
3.3. The Establishment of the Equilibrium Equation and the Calculation of the Steady-state Probability
4. The Calculation of the Call Center’s Service Level
5. Staffing Problem
6. Conclusions
Acknowledgements
References
저자정보
참고문헌
자료제공 : 네이버학술정보