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Tandem queueing system with impatient customers as a model of call center with Interactive Voice Response.

Che Soong KimAlexander N. DudinSergey A. DudinOlga S. Dudina
Published in: Perform. Evaluation (2013)
Keyphrases
  • call center
  • probabilistic model
  • queueing model
  • database
  • real time
  • steady state
  • stochastic model
  • arrival rate
  • customer relationship management
  • heavy traffic