SN Stepanov, MS Stepanov, HM Zhurko - International Conference on …, 2019 - Springer
The mathematical model of call center functioning in case of overload is constructed and analyzed. In the model multi-skilled routing based on usage of one group of operators …
EV Koba, SV Pustova - Journal of Automation and Information …, 2008 - dl.begellhouse.com
Calculation of the optimum quantity of call center agents is given. Call center is considered as M/M/m queueing system with limited waiting time. The formulae for characteristics of the …
V Efimushkin, D Zepic - Elektrotehniski Vestnik, 2007 - Citeseer
Annotation. The object of investigation is an analytical model of a Call-center functioning with a traffic distribution (call redirection) mechanism. Call-center functioning is described by …
ИВ Степанова - T-Comm-Телекоммуникации и Транспорт, 2015 - cyberleninka.ru
Предметом исследований является изучение возможностей маршрутизации трафика в корпоративных центрах обслуживания вызовов. Целью совместного использования …