کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
447086 | 1443254 | 2006 | 8 صفحه PDF | دانلود رایگان |
![عکس صفحه اول مقاله: A multi-class fluid model for a contact center with skill-based routing A multi-class fluid model for a contact center with skill-based routing](/preview/png/447086.png)
A multi-class deterministic fluid model is proposed to describe and improve the performance of a customer contact center with skill-based routing. The fluid model can be regarded as an approximation for a stochastic queueing system with multiple customer classes and multiple server groups, with customer abandonment and non-exponential service-time and time-to-abandon distributions. The fluid model is attractive to provide a rough analysis of large systems, with high arrival rate and many servers. Even though the fluid model evolves deterministically, the service-time distributions and time-to-abandon distributions beyond their means play a critical role. The fluid model can be used for staffing, routing and system design, because it is possible to formulate tractable optimization problems.
Journal: AEU - International Journal of Electronics and Communications - Volume 60, Issue 2, 13 February 2006, Pages 95–102