Modeling and Performance Estimation of Call Center
50. RTU Studentu zinatniskās un tehniskās konferences materiāli
2009
Jūlija Asmuss,
Gunārs Lauks
A mathematical model of the call center is described and its parameters are estimated on the basis of primary statistical data by using. Simulation experiments are applied used to analyze the performance and efficiency of the center. Taking into account the obtained simulation results the optimal number of agents is evaluated.
Keywords
Call center, queuing theory, simulation
Asmuss, J., Lauks, G. Modeling and Performance Estimation of Call Center. In: 50. RTU Studentu zinatniskās un tehniskās konferences materiāli, Latvia, Rīga, 14-14 May, 2009. Rīga: RTU Izdevniecība, 2009, pp.221-221. ISBN 978-9984-32-653-5.
Publication language
Latvian (lv)