DocumentCode
3461093
Title
Performance Evaluation of Multi-Skill Call Center Considering Call Abandonment
Author
Huo, Jiazhen ; Dai, Tao
Author_Institution
Sch. of Econ. & Manage., Tongji Univ., Shanghai
fYear
2008
fDate
12-14 Oct. 2008
Firstpage
1
Lastpage
5
Abstract
Focused on a classical multi-skill call center design model, a method for describing state space was given first. While considering the process of call handling as a Markov process and taken the phenomenon of call abandonment into account, the state-transfer equation based on birth-and-death process was generated. A process of calculating steady-state probability and using steady-state probability for performance analysis was presented. A compare with simulation method and was done at last to show the effect and efficiency of the method.
Keywords
Markov processes; call centres; information services; Markov process; call abandonment; multi-skill call center; performance evaluation; steady-state probability; Computational modeling; Design methodology; Environmental management; Equations; Markov processes; Performance analysis; Probability; Routing; State-space methods; Steady-state;
fLanguage
English
Publisher
ieee
Conference_Titel
Wireless Communications, Networking and Mobile Computing, 2008. WiCOM '08. 4th International Conference on
Conference_Location
Dalian
Print_ISBN
978-1-4244-2107-7
Electronic_ISBN
978-1-4244-2108-4
Type
conf
DOI
10.1109/WiCom.2008.1950
Filename
4680139
Link To Document