Uchenyye zapiski UlGU. Seriya "Matematika i informatsionnyye tekhnologii"
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Uchenyye zapiski UlGU. Seriya "Matematika i informatsionnyye tekhnologii", 2023, Issue 1, Pages 148–157 (Mi ulsu166)  
This article is cited in 1 scientific paper (total in 1 paper)

Strategies for choosing the number of call center agents with "impatient" customers using simulation modeling

Yu. G. Savinov, M. D. Podgornov, A. A. Tolubaeva

Ulyanovsk State University, Russia
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Abstract: The paper develops a trajectory approach to the mathematical description and modeling of call centers with a limited waiting time for the start of service. The model of multichannel QS is considered in terms of point processes. Formulas for calculating the service level, occupancy, necessary for assessing the quality of work of modern call centers, have been obtained.
Keywords: queuing system, semimartingale description, point process, compensator, simulation.
Received: 29.04.2023
Revised: 12.05.2023
Document Type: Article
UDC: 519.872.7, 519.218.5
Language: Russian
Citation: Yu. G. Savinov, M. D. Podgornov, A. A. Tolubaeva, “Strategies for choosing the number of call center agents with "impatient" customers using simulation modeling”, Uchenyye zapiski UlGU. Seriya “Matematika i informatsionnyye tekhnologii”, 2023, no. 1, 148–157
Citation in format AMSBIB
\Bibitem{SavPodTol23}
\by Yu.~G.~Savinov, M.~D.~Podgornov, A.~A.~Tolubaeva
\paper Strategies for choosing the number of call center agents with "impatient" customers using simulation modeling
\jour Uchenyye zapiski UlGU. Seriya ``Matematika i informatsionnyye tekhnologii''
\yr 2023
\issue 1
\pages 148--157
\mathnet{http://mi.mathnet.ru/ulsu166}
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    • This publication is cited in the following 1 articles:
    Citing articles in Google Scholar: Russian citations, English citations
    Related articles in Google Scholar: Russian articles, English articles
    		Uchenyye zapiski UlGU. Seriya "Matematika i informatsionnyye tekhnologii"
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