The Palm / Erlang - A Queue , with Applications to Call Centers ∗
نویسندگان
چکیده
4 Operational measures of performance 9 4.1 Practical measures: Waiting Time . . . . . . . . . . . . . . . . . . . . . . . . . . 9 4.2 Practical measures: accounting for Abandonment . . . . . . . . . . . . . . . . . . 10 4.3 Calculations: the 4CallCenters software . . . . . . . . . . . . . . . . . . . . . . . 12 4.4 Delay probability P{W>0} . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 4.5 Fraction abandoning P{Ab} . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 4.6 Theoretical relations among P{Ab}, E(W), E(Q) . . . . . . . . . . . . . . . . . . 14 4.7 A general approach for computing operational performance measures . . . . . . . 15 4.8 Empirical relations between E(W) and P{Ab} . . . . . . . . . . . . . . . . . . . . 15
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