Application of an inhomogeneous CTMC model for a telephone call center

Burak, M.

Artykuł - szczegóły

Tytuł artykułu

Application of an inhomogeneous CTMC model for a telephone call center

Autorzy

Burak M.

Identyfikatory

Warianty tytułu

Modelowanie telefonicznego centrum obsługi klienta z wykorzystaniem łańcuchów Markowa z niejednorodnym czasem ciągłym

Języki publikacji

Abstrakty

In this paper we consider modeling an inbound telephone call center, where the callers may balk or abandon, with an inhomogeneous continuous time Markov chain model. We further discuss the practical application of the uniformization method and compare it to traditional call center modeling methods based on stationary approximations.

W artykule omawiane jest modelowanie telefonicznego call center za pomocą łańcuchów Markowa z czasem ciągłym. Model uwzględnia możliwość rozłączenia się klienta (opuszczenia kolejki), jeżeli nie może być on obsłużony natychmiast (balking) lub gdy okres oczekiwania przekracza jego cierpliwość (abandonment). Artykuł porównuje praktyczne zastosowanie metody uniformizacji oraz metod przybliżonych, zakładających (chwilową) stacjonarność systemu.

Słowa kluczowe

operations research process planning Markov processes human resource management call center numerical methods

zarządzanie operacyjne łańcuchy Markowa zarządzanie procesami zarządzanie zasobami ludzkimi metody numeryczne

Wydawca

Wydawnictwo Politechniki Śląskiej

Czasopismo

Studia Informatica

Rocznik

2016

Tom

Vol. 37, nr 2

Strony

15--27

Opis fizyczny

Bibliogr. 30 poz.

Twórcy

autor

Burak M.

maciej.burak@zut.edu.pl

Katedra Zastosowań Informatyki Zachodniopomorskiego Uniwersytetu Technologicznego w Szczecinie, ul Sikorskiego 37, 70-313 Szczecin

Bibliografia

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Uwagi

Opracowanie ze środków MNiSW w ramach umowy 812/P-DUN/2016 na działalność upowszechniającą naukę.

Typ dokumentu

Bibliografia

Identyfikator YADDA

bwmeta1.element.baztech-77d9ce3b-5978-4210-a6b7-03c0c6773321