Pustova S. Analytical and Statistical Models for Estimating the Efficiency Characteristics of Call Centers' Operation

Українська версія

Thesis for the degree of Candidate of Sciences (CSc)

State registration number

0409U004031

Thesis Registration Form

0409U004031.pdf

Applicant for

Specialization

  • 01.05.02 - Математичне моделювання та обчислювальні методи

26-06-2009

Specialized Academic Board

Д 26.194.02

V.M. Glushkov Institute of Cybernetics of National Academy of Sciences of Ukraine

Essay

Object - call center operation. Aim - the development of analytical and statistical models of call centers' operation as retrial queues for finding the systems' efficiency characteristics. Analytical and statistical models of call centers as retrial queueing systems are developed. Analysis of the efficiency characteristics of call centers' operation is carried out. Call centers' models are developed as retrial queueing systems with Erlang two phase distributive law in the orbit. Being an implementation of all methods and algorithms suggested in the thesis, application package is developed.

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Files

aref.pdf

dis.pdf

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