کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
492011 721060 2011 12 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Performance assessment in an interactive call center workforce simulation
موضوعات مرتبط
مهندسی و علوم پایه مهندسی کامپیوتر علوم کامپیوتر (عمومی)
پیش نمایش صفحه اول مقاله
Performance assessment in an interactive call center workforce simulation
چکیده انگلیسی

In this paper, a new performance assessment methodology for human-in-the-loop call center systems at the level of customer-agent interactions (CAI) is proposed. We develop a team-in-the-loop simulation test bed, to analyze CAI-level performance of a service system using a temporal performance measure with time windows. The proposed framework should allow researchers to collect and analyze individual as well as team performance at a finer granularity than current call center efforts which focus on queue-centered analysis. The software framework is object-oriented and has been designed to be configurable. A sample simulation study in different scenarios is illustrated to provide the usages and advantages of the proposed method with index of Interactive Service Performance.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Simulation Modelling Practice and Theory - Volume 19, Issue 1, January 2011, Pages 227–238
نویسندگان
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