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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| Médium: | Статья |
| Jazyk: | English |
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Institute of Electrical and Electronics Engineers Inc.
2018
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