摘要
为对呼叫中心整体性能和ACD(自动话务分配)的统计数据进行科学的分析,针对呼叫中心中顾客到达有遇忙音而重试(retrial)和在ACD中排队时会因不耐烦(impatience)而放弃等待的特点,讨论了重试和不耐烦M/M/s/k+M排队模型.尝试一种新的求解方法对模型求解,给出解析解和有关指标的计算公式,并给出数值计算示例和在单个服务台有同等服务强度的情况下,大系统更能使顾客感到满意等结论.
In order to analyze performance of a call center and statistic data of its automatic call distributor(ACD) in a scientific way, and considering these characters of a call center that a customer's arrival probably meets the busy signal and a customer probably leaves waiting queue due to impatience, a M/M/s/k+M queueing model with retrial and impatience is discussed and solved; an analytic solution and formulations of some measures of the model are given. At last, a numerical example and some conclusions are given, such as under the condition that each server of a system has the same load as that of another larger one, customers of the latter will be more satisfied.
出处
《江苏大学学报（自然科学版）》
EI
CAS
2004年第5期401-404,共4页
Journal of Jiangsu University：Natural Science Edition
基金
江苏省教育厅基金资助项目(00KJT11003)
