The Queuing Model of M/M/S/K ＋ M Based on the Impatience and Changeable Service Rate  

作　　者：Junjian Xia Meiying Li Yan Guo 

机构地区：[1]General Courses Department, Academy of Military Transportation, Tianjin 300161, China

出　　处：《Journal of Systems Science and Information》2009年第3期269-279,共11页系统科学与信息学报（英文）

摘　　要：The work flow of call center is a typical stochastic service system. This article exploites service rate, which is the most controllable artificial factor of call center, and integrates the abandoning rate of impatient customers, models a new-style call center＇s queuing model - the queuing model of M/M/S/K ＋ M based on the impatience and changeable service rate. Then, making use of the traffic forecast result coming from the time series, it models to figure out the numbers of agents per hour, and complete the agents＇ office-hour arrangements in the restriction of some system indexes. Finally, it optimizes the design method by the contrast and analysis of the changeable service rate model and the traditional regular service rate model.

关 键 词：call center changeable service rate the number of agents 

分 类 号：U491.264[交通运输工程—交通运输规划与管理] O226[交通运输工程—道路与铁道工程]