DocumentCode :
718782
Title :
Development Call-center math model with qualification levels of operators
Author :
Sherstneva, A.
Author_Institution :
SibSUTIs, Novosibirsk, Russia
fYear :
2015
fDate :
21-23 May 2015
Firstpage :
1
Lastpage :
5
Abstract :
A mathematical model of the call center was developed. The model takes into account the qualification levels of operators. It was derived new formulas for complex indicators of Call-center performance. The calculation algorithm was presented, the graphs were shown.
Keywords :
call centres; customer services; graph theory; calculation algorithm; call center; customer service; graph; mathematical model; operator qualification level; performance indicator; Data models; Mathematical model; Performance evaluation; Productivity; Qualifications; Routing; Software algorithms; algorithm; call; model; operator;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Control and Communications (SIBCON), 2015 International Siberian Conference on
Conference_Location :
Omsk
Print_ISBN :
978-1-4799-7102-2
Type :
conf
DOI :
10.1109/SIBCON.2015.7147286
Filename :
7147286
Link To Document :
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