| 重试,反馈M/M/s/k排队的呼叫中心性能分析 |
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| 引用本文： | 朱仁祥,朱翼隽,方基奎. 重试,反馈M/M/s/k排队的呼叫中心性能分析[J]. 系统工程学报, 2006, 21(6): 613-620 |
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| 作者姓名： | 朱仁祥 朱翼隽 方基奎 |
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| 作者单位： | 1. 东南大学无线电工程系,江苏,南京,210096;江苏大学理学院,江苏,镇江,212013
2. 江苏大学理学院,江苏,镇江,212013 |
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| 基金项目： | 国家自然科学基金资助项目(70571030) |
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| 摘 要： | 由于CTI(计算机电话集成)技术的发展,使呼叫中心得到广泛的应用.与呼叫中心实现技术的发展相比,对呼叫中心管理的研究显得有些滞后,而针对呼叫中心排队模型的研究,更是如此.针对呼叫中心服务系统中的重试和反馈问题,考虑一种带重试和反馈的M/M/s/k排队模型.将等待位置和服务台数推广到有限个.在模型求解过程中,尝试采用矩阵迭代的新方法,使求解过程简单明了.然后,采用逼近的方法给出模型的数值解,并得出反馈对系统的影响随系统负荷的增大而快速增大等结论.
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| 关 键 词： | 排队 重试 反馈 拟生灭过程 数值计算 呼叫中心 |
| 文章编号： | 1000-5781（2006）06-0613-08 |
| 收稿时间： | 2004-06-24 |
| 修稿时间： | 2004-06-242006-01-10 |
Performance analysis of call centers based on M/M/s/k queue with retrial and feedback |
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| ZHU Ren-xiang,ZHU Yi-jun,FANG Ji-kui. Performance analysis of call centers based on M/M/s/k queue with retrial and feedback[J]. Journal of Systems Engineering, 2006, 21(6): 613-620 |
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| Authors: | ZHU Ren-xiang ZHU Yi-jun FANG Ji-kui |
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| Affiliation: | 1. Department of Radio Engineering, Southeast University, Nanjing 210096, China; 2. School of Science, Jiangsu University, Zhenjiang 212013, China; 3. Shanghai Weipu Automatic and Electric CO. LTD, Shanghai 200331, China |
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| Abstract: | Development of CTI(computer telephone integral) makes call centers be large used.Comparing with development of building a call center,study of its management falls behind,especially study of its queue pattern.On the point of retrial and feedback in call center systems,this paper considers a kind of M/M/s/k queueing model with retrial and feedback,and generalizes the number of waiting positions and servers to the finite.In the process of resolution,we try to use a new matrix method.This makes the process be simple.Then,it gives numerical solution of the model by an approximation way,and gives some conclusions, such as in call center systems,the impact of feedback quickly increases with the increasing of the load. |
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| Keywords: | queue retrial feedback quasi birth and death(QBD) process numerical calculation call centers |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
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