| 基于不耐烦、声讯互动的呼叫中心性能分析 |
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| 引用本文： | 张化清.基于不耐烦、声讯互动的呼叫中心性能分析[J].华东师范大学学报(自然科学版),2010,2010(1):69-78. |
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| 作者姓名： | 张化清 |
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| 作者单位： | 首都师范大学数学科学学院,北京,100037 |
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| 摘 要： | 考虑带声讯互动(Interacting Voice Response,IVR)且有不耐烦顾客呼叫中心的马尔可夫模型.通过建立两状态和三状态MC,分别利用流守恒方程和Q矩阵给出系统的平稳状态概率,以及其他一些重要的性能指标.
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| 关 键 词： | 呼叫中心 不耐烦顾客 声讯互动 积形式 Q矩阵 呼叫中心 不耐烦顾客 声讯互动 积形式 Q矩阵 |
| 收稿时间： | 2009-2-24 |
| 修稿时间： | 2009-5-3 |
Performance analysis in call centers with IVR and impatient customers |
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| ZHANG Hua-qing.Performance analysis in call centers with IVR and impatient customers[J].Journal of East China Normal University(Natural Science),2010,2010(1):69-78. |
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| Authors: | ZHANG Hua-qing |
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| Institution: | College of Mathematics Science, Capital Normal University, Beijing 100037, China |
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| Abstract: | The paper considered a call center with interacting voice response (IVR) by using Markov model. By constructing a two-state and a three-state MC, stationary probability was given using flow conservation equation and Q-matrix respectively. Furthermore, other performance indexes was deduced, too. |
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| Keywords: | call center impatient customer IVR product form Q-matrix |
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