Analysis of a call center with a closing rule and impatient calls

摘要：

We consider a call center with a closing rule and impatient calls. We assume Poisson arrivals,exponential processing time at the VRU and agents serve time. Based on queuing model, we present some significant performance measures for the system in steady-state. Finally, numerical results are presented with a focus on the effect of arrivals on the system performance.

关键词： Call center Impatient calls IVR A closing rule

作者: Yan Chen Yijuan Zhu Peishu Chen

作者单位: Faculty of Science, Jiangsu University, Zhenjiang, Jiangsu 212013, P.R.China Mathematics department, Chaohu University, Chaohu, Anhui 238000,P.R.China

会议类型: 国际会议

会议名称: 2010 International Conference on Application of Mathematics and Physics(2010国际数理科学与气象学术研讨会暨2010空间天气学研讨会 AMP2010)

会议地点: 南京

会议语种:英文

页码: 710-714

在线出版日期: 2010-05-08（万方平台首次上网日期，不代表论文的发表时间）