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
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;
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
DOI :
10.1109/WiCom.2008.1950
