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Upravlenie Bol'shimi Sistemami, 2010, Issue 30.1, , Pages 352–370
(Mi ubs505)
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This article is cited in 2 scientific papers (total in 2 papers)
Technological Networks
Modeling hybrid communication center with self-services and threshold queuing control
M. Farkhadova, N. V. Petukhovaa, D. V. Efrosininb, O. V. Semyonovac a Institute of Control Sciences of RAS
b Peoples' Friendship University of Russia
c ZAO Research Development Company Information and Networking Technologies
Abstract:
We consider a queuing model to estimate and optimize a modern architecture hybrid call center with a self-service facility based on computer speech recognition. This center is presented by a two-node network with threshold control of queuing. One of these nodes describes the self-service servers and the other one describes a group of operators. Both nodes are considered as multilinear queuing systems. When not served by the automated service, the customer goes to the group of operators. We obtain stationary probabilities of the system states and derive performance characteristics.
Keywords:
hybrid call center, self-service, multilinear queuing systems, threshold control of queuing, open exponential network, speech recognition, multistage queuing system.
Citation:
M. Farkhadov, N. V. Petukhova, D. V. Efrosinin, O. V. Semyonova, “Modeling hybrid communication center with self-services and threshold queuing control”, UBS, 30.1 (2010), 352–370
Linking options:
https://www.mathnet.ru/eng/ubs505 https://www.mathnet.ru/eng/ubs/v30/i1/p352
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Statistics & downloads: |
Abstract page: | 263 | Full-text PDF : | 88 | References: | 36 |
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