The Modeling of Call Center Functioning in Case of Overload

Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)

Volumn 11965 LNCS, Issue , 2019, Pages 391-406

  Stepanov, Sergey N ^a   Stepanov, Mikhail S ^a   Zhurko, Hanna M ^a  

^a MOSCOW TECHNICAL UNIVERSITY OF COMMUNICATIONS AND INFORMATICS   (Russian Federation)

Author keywords

Call center; Multi skilled routing; Repeated attempts; System of state equations

Indexed keywords

COMPUTER NETWORKS; MARKOV PROCESSES;

CALL CENTERS; CONSERVATION LAW; MULTI-SKILLED ROUTING; PERFORMANCE MEASURE; QUANTITATIVE AND QUALITATIVE ANALYSIS; REPEATED ATTEMPTS; STATE EQUATIONS; WAITING-TIME;

EQUATIONS OF STATE;

EID: 85077497773     PISSN: 03029743     EISSN: 16113349     Source Type: Book Series    
DOI: 10.1007/978-3-030-36614-8_30     Document Type: Conference Paper

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