L. Essafi, G.bolch: Time Dependent Priorities in Call Centers Time Dependent Priorities in Call Centers

نویسندگان

  • LASSAAD ESSAFI
  • GUNTER BOLCH
چکیده

This paper shows how time dependent priorities can be applied to providing service assurance in a call center. The main contribution of this paper is the transfer of several results derived in the field on Proportional Differentiated Services (Internet Quality of Service) to application in the research field of Call Center technology. Further, it addresses some specific aspects of application to call centers. After presentation of general concepts of call centers and priority mechanisms, service level functions in call centers is introduced and the the suitability of time dependent priorities is discussed.

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تاریخ انتشار 2005