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Uchenyye zapiski UlGU. Seriya "Matematika i informatsionnyye tekhnologii", 2023, Issue 1, Pages 148–157
(Mi ulsu166)
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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
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
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
Linking options:
https://www.mathnet.ru/eng/ulsu166 https://www.mathnet.ru/eng/ulsu/y2023/i1/p148
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Abstract page: | 42 | Full-text PDF : | 17 | References: | 19 |
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