【作者】 张继国；

【导师】 朱翼隽；

【作者基本信息】 江苏大学 ， 系统工程， 2006， 硕士

【摘要】 呼叫中心(Call Center)作为一种能充分利用现有通信技术和计算机技术的全新现代化服务方式，在全球，呼叫中心业务近几年发展迅猛。目前针对呼叫中心的研究主要集中在硬件技术实现上，而对呼叫中心的性能采用定性与定量相结合的方式进行分析及运筹优化的研究相对滞后，基于排队模型对呼叫中心的性能进行研究则更少。本课题就是针对呼叫中心的可变服务率、不耐烦等待、座席可修、优先权这些问题，试图建立排队模型加以分析，以便更准确对呼叫中心进行性能研究。 本课题首先基于可变服务率、不耐烦M／M／S／K+M排队模型对呼叫中心系统进行分析。然后，基于可变服务率、不耐烦M／M／S／K+M可修排队模型对呼叫中心系统进行分析。最后，基于M／M／m+n／2K分类、优先权排队模型对呼叫中心系统进行综合分析。上述三种模型均在得到精确解析解的基础上分析呼叫中心的关键性能指标，在此基础上进一步对呼叫中心作服务性能及利润分析。 本文的研究结果对于呼叫中心系统的设计与改进具有重要的应用价值。更多还原

【Abstract】 Call center is a brand-new and modern service, which uses the existing technology of communication and computer. The business of call center developed very quickly, in the recent years. Nowadays, the research of this field is mostly centered on the realization of hardware technology; however, there is little research on the analysis and operational research of the quality of call center in ways of nature and quantity. There is much less research on the quality of call center, which is based on the queue model.This thesis is a personal study on problems of the changeable service rate, impatience, server breakdowns and priority. It uses model to describe the service quality of the call center and to further analyze the performance of it.This thesis firstly analyzes the system using the queuing model of M/M/S/K + M with changeable service rate and impatience. Then, based on the first part, it focuses on the system of call center with server breakdowns. Finally, it concentrates on the system comprehensively, according to the model of M/M/m + n/2K with classification and priority. The three models above are all used to analyze the various performance measures exactly and to further optimize the service and profit of the call center.The results of this thesis have an important application value for the design and improvement of the system of call center.更多还原