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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| Hlavní autoři: | , , , , , |
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| Médium: | Статья |
| Jazyk: | English |
| Vydáno: |
Institute of Electrical and Electronics Engineers Inc.
2018
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| Témata: | |
| On-line přístup: | 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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