Journal of Automation and Information Sciences

ISSN for PRINT: 1064-2315

For Online Access

Best Paper Award Selection - Editorial Board Site

2007, Volume39

Issue 5

84 pages

DOI: 10.1615/JAutomatInfScien.v39.i5

Issue price - $238.00

Elena V. Koba
Kyiv International University of Civil Aviation, Kyiv, Ukraine

Svetlana V. Pustovaya
National Aviation University, Kiev, Ukraine

The process of call center operation is considered. Analytical and statistical models of call center operation are developed as M/M/c/0 retrial queueing systems with losses. The flow of retrials influences the characteristics of the quality of call center operation. The statistical model of call center is developed on the basis of the Monte-Carlo method. The algorithm of statistical modeling of call center is depicted. The main characteristics of the quality of call center operation are determined and derived. Some graphic dependences are shown.

DOI: 10.1615/JAutomatInfScien.v39.i5.40 Download article, 37-47 pages

Article price - $35.00

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