We continue the study of a generalized call center model presented in [1]. The model takes
into account the following characteristic features of reference and information services …

Software” SIRIUS-C” is created for the synthesis of optimal parametric strategies of control
by the single-server queues having several possible operation modes. Operation modes …

Queues with processor shared service have attracted considerable interest over the past few
decades as models for sharing the resources in computer and communication systems. If the …

The paper deals with a finite-source queueing system serving one class of customers and
consisting of heterogeneous servers with unequal service intensities and of one common …

Аннотация В статье описан метод оптимизации показателей работы Центра
обслуживания вызовов (ЦОВ) на основе использования математического …

This paper proposes a model of information processing with priorities. The peculiarity of the
model is that the system receives two flows of different types of data of different intensity …

The call center considers an interesting area of the application of queueing models. In a call
center's queueing model, the customers are the callers and the servers are the call agents …

From a business point of view, a call centre is an entity that combines voice and data
communications technology to enable organizations to implement critical business …