The formation of agents groups algorithms for the calls automatic distribution system

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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Главные авторы:	Listova, N. V., Листова, Н. В., Fedorenko, V. V., Федоренко, В. В., Samoylenko, I. V., Самойленко, И. В.
格式:	Статья
語言:	English
出版:	Institute of Electrical and Electronics Engineers Inc. 2018
主題:	Agents groups algorithms formation Automatic call distribution Contact center Dynamic programming Service quality
在線閱讀:	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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