The formation of agents groups algorithms for the calls automatic distribution system
Mathematical model for service quality assess in a contact center is suggested. The priority of the data (calls, requests) is expressed through the values of allowable waiting time of data in a queue. The problem is formulated with the minimax criterion to find the optimal matrix of agents distribut...
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Institute of Electrical and Electronics Engineers Inc.
2018
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ir-20.500.12258-6212020-07-10T08:08:14Z The formation of agents groups algorithms for the calls automatic distribution system Listova, N. V. Листова, Н. В. Fedorenko, V. V. Федоренко, В. В. Samoylenko, I. V. Самойленко, И. В. Agents groups algorithms formation Automatic call distribution Contact center Dynamic programming Service quality Mathematical model for service quality assess in a contact center is suggested. The priority of the data (calls, requests) is expressed through the values of allowable waiting time of data in a queue. The problem is formulated with the minimax criterion to find the optimal matrix of agents distribution between data (calls) streams with various priority. The agents possess different performance. The optimal matrix provides minimum service loss possible. Algorithms for problem solving by dynamic programming method, branch and bound method and Hungarian method of assignments are offered. Computational programs set for implementation of agents groups algorithms formation in the system of automatic calls distribution is developed 2018-06-18T13:08:22Z 2018-06-18T13:08:22Z 2018 Статья Listova, N.V., Fedorenko, V.V., Samoylenko, I.V., Samoylenko, V.V. The formation of agents groups algorithms for the calls automatic distribution system // Proceedings of the 2018 IEEE Conference of Russian Young Researchers in Electrical and Electronic Engineering, ElConRus 2018. - 2018. - Pages 1538-1541. https://www.scopus.com/record/display.uri?eid=2-s2.0-85047992102&origin=resultslist&sort=plf-f&src=s&nlo=1&nlr=20&nls=afprfnm-t&affilName=nort*+caucas*+fed*+univ*&sid=762e6d30544023d6a322a94577ba172b&sot=afnl&sdt=afsp&sl=53&s=%28AF-ID%28%22North+Caucasus+Federal+University%22+60070541%29%29&relpos=22&citeCnt=0&searchTerm= https://dspace.ncfu.ru:443/handle/20.500.12258/621 en Proceedings of the 2018 IEEE Conference of Russian Young Researchers in Electrical and Electronic Engineering, ElConRus 2018 application/pdf application/pdf Institute of Electrical and Electronics Engineers Inc. |
| institution |
СКФУ |
| collection |
Репозиторий |
| language |
English |
| topic |
Agents groups algorithms formation Automatic call distribution Contact center Dynamic programming Service quality |
| spellingShingle |
Agents groups algorithms formation Automatic call distribution Contact center Dynamic programming Service quality Listova, N. V. Листова, Н. В. Fedorenko, V. V. Федоренко, В. В. Samoylenko, I. V. Самойленко, И. В. The formation of agents groups algorithms for the calls automatic distribution system |
| description |
Mathematical model for service quality assess in a contact center is suggested. The priority of the data (calls, requests) is expressed through the values of allowable waiting time of data in a queue. The problem is formulated with the minimax criterion to find the optimal matrix of agents distribution between data (calls) streams with various priority. The agents possess different performance. The optimal matrix provides minimum service loss possible. Algorithms for problem solving by dynamic programming method, branch and bound method and Hungarian method of assignments are offered. Computational programs set for implementation of agents groups algorithms formation in the system of automatic calls distribution is developed |
| format |
Статья |
| author |
Listova, N. V. Листова, Н. В. Fedorenko, V. V. Федоренко, В. В. Samoylenko, I. V. Самойленко, И. В. |
| author_facet |
Listova, N. V. Листова, Н. В. Fedorenko, V. V. Федоренко, В. В. Samoylenko, I. V. Самойленко, И. В. |
| author_sort |
Listova, N. V. |
| title |
The formation of agents groups algorithms for the calls automatic distribution system |
| title_short |
The formation of agents groups algorithms for the calls automatic distribution system |
| title_full |
The formation of agents groups algorithms for the calls automatic distribution system |
| title_fullStr |
The formation of agents groups algorithms for the calls automatic distribution system |
| title_full_unstemmed |
The formation of agents groups algorithms for the calls automatic distribution system |
| title_sort |
formation of agents groups algorithms for the calls automatic distribution system |
| publisher |
Institute of Electrical and Electronics Engineers Inc. |
| publishDate |
2018 |
| url |
https://www.scopus.com/record/display.uri?eid=2-s2.0-85047992102&origin=resultslist&sort=plf-f&src=s&nlo=1&nlr=20&nls=afprfnm-t&affilName=nort*+caucas*+fed*+univ*&sid=762e6d30544023d6a322a94577ba172b&sot=afnl&sdt=afsp&sl=53&s=%28AF-ID%28%22North+Caucasus+Federal+University%22+60070541%29%29&relpos=22&citeCnt=0&searchTerm= https://dspace.ncfu.ru:443/handle/20.500.12258/621 |
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