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Volumn 9, Issue 2, 1998, Pages 133-152

Performance modeling of distributed Automatic Call Distribution systems

Author keywords

[No Author keywords available]

Indexed keywords


EID: 22044454801     PISSN: 10184864     EISSN: None     Source Type: Journal    
DOI: 10.1023/A:1019139721840     Document Type: Article
Times cited : (11)

References (21)
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    • Datapro Information Services Group, McGraw-Hill, May
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    • Two queueing systems sharing the same finite waiting room
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    • Fischer, M.J.1
  • 9
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    • Large scale communications networks-design and analysis
    • M.J. Fischer, D.A. Garbin, T.C. Harris and J.E. Knepley, Large scale communications networks-design and analysis, Omega 6(4) (1987).
    • (1987) Omega , vol.6 , Issue.4
    • Fischer, M.J.1    Garbin, D.A.2    Harris, T.C.3    Knepley, J.E.4
  • 12
    • 0023379004 scopus 로고
    • Modeling the IRS telephone taxpayer information system
    • C.M. Harris, K.L. Hoffman and P.B. Sanders, Modeling the IRS telephone taxpayer information system, Operations Research 35(4) (1987) 504-523.
    • (1987) Operations Research , vol.35 , Issue.4 , pp. 504-523
    • Harris, C.M.1    Hoffman, K.L.2    Sanders, P.B.3
  • 13
    • 26444561913 scopus 로고
    • Asymptotic marginal independence in large networks of loss systems
    • D.P. Heyman, Asymptotic marginal independence in large networks of loss systems, Annals of Operations Research 8 (1987) 57-73.
    • (1987) Annals of Operations Research , vol.8 , pp. 57-73
    • Heyman, D.P.1
  • 14
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    • ACD management reports: Why are they of no use with my traffic tables, Service Level Newsletter
    • July
    • M.T. Hills, ACD management reports: Why are they of no use with my traffic tables, Service Level Newsletter, The Authoritative Journal for Incoming Call Center Managers (July 1994).
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    • Hills, M.T.1
  • 15
    • 0022811698 scopus 로고
    • Estimation of a caller retrial rate for a telephone information system
    • K.L. Hoffman and C.M. Harris, Estimation of a caller retrial rate for a telephone information system, European Journal of Operational Research 27 (1986) 207-214.
    • (1986) European Journal of Operational Research , vol.27 , pp. 207-214
    • Hoffman, K.L.1    Harris, C.M.2
  • 16
    • 0006490364 scopus 로고
    • Statistical performance analysis of a switched communications network
    • New York
    • S.S. Katz, Statistical performance analysis of a switched communications network, in: Fifth International Teletraffic Congress, New York (1967).
    • (1967) Fifth International Teletraffic Congress
    • Katz, S.S.1
  • 20
    • 26444552932 scopus 로고
    • A good system model or problem solving method takes the confusion out of ACD traffic engineering
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    • R.L. Sharma, A good system model or problem solving method takes the confusion out of ACD traffic engineering, Communication Week (July 1986) 24-27.
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    • Sharma, R.L.1
  • 21
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    • Blocking when service is required from several facilities simultaneously
    • W. Whitt, Blocking when service is required from several facilities simultaneously, AT&T Tech. Journal (1985) 1807 ff.
    • (1985) AT&T Tech. Journal
    • Whitt, W.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.