为了对呼叫中心(Call Center)的整体性能进行定量优化分析,针对顾客在ACD(AutomaticCall D istributor)中排队时会因不耐烦而放弃等待,服务台(Agents)根据顾客等待队长使用可变服务率,同时考虑服务台发生故障对系统的影响,讨论了不耐烦...为了对呼叫中心(Call Center)的整体性能进行定量优化分析,针对顾客在ACD(AutomaticCall D istributor)中排队时会因不耐烦而放弃等待,服务台(Agents)根据顾客等待队长使用可变服务率,同时考虑服务台发生故障对系统的影响,讨论了不耐烦、可变服务率M/M/S/K+M可修排队模型.采用矩阵几何方法求解,给出解析解和系统稳态性能指标.结果表明:呼叫中心相关参数给定的条件下可以求出最优服务台数;当等待队长大于零时适当提高服务率可以使系统更优化;为了提高系统性能,可以根据系统中平均故障台数这一指标配备备用服务台;适当增加服务台或者中继线可以提高顾客满意度,减少顾客损失率.展开更多
The work flow of call center is a typical stochastic service system. This article exploites service rate, which is the most controllable artificial factor of call center, and integrates the abandoning rate of impatien...The work flow of call center is a typical stochastic service system. This article exploites service rate, which is the most controllable artificial factor of call center, and integrates the abandoning rate of impatient customers, models a new-style call center＇s queuing model - the queuing model of M/M/S/K ＋ M based on the impatience and changeable service rate. Then, making use of the traffic forecast result coming from the time series, it models to figure out the numbers of agents per hour, and complete the agents＇ office-hour arrangements in the restriction of some system indexes. Finally, it optimizes the design method by the contrast and analysis of the changeable service rate model and the traditional regular service rate model.展开更多
文摘为了对呼叫中心(Call Center)的整体性能进行定量优化分析,针对顾客在ACD(AutomaticCall D istributor)中排队时会因不耐烦而放弃等待,服务台(Agents)根据顾客等待队长使用可变服务率,同时考虑服务台发生故障对系统的影响,讨论了不耐烦、可变服务率M/M/S/K+M可修排队模型.采用矩阵几何方法求解,给出解析解和系统稳态性能指标.结果表明:呼叫中心相关参数给定的条件下可以求出最优服务台数;当等待队长大于零时适当提高服务率可以使系统更优化;为了提高系统性能,可以根据系统中平均故障台数这一指标配备备用服务台;适当增加服务台或者中继线可以提高顾客满意度,减少顾客损失率.
文摘The work flow of call center is a typical stochastic service system. This article exploites service rate, which is the most controllable artificial factor of call center, and integrates the abandoning rate of impatient customers, models a new-style call center＇s queuing model - the queuing model of M/M/S/K ＋ M based on the impatience and changeable service rate. Then, making use of the traffic forecast result coming from the time series, it models to figure out the numbers of agents per hour, and complete the agents＇ office-hour arrangements in the restriction of some system indexes. Finally, it optimizes the design method by the contrast and analysis of the changeable service rate model and the traditional regular service rate model.
