Heilio, M. and Luczak, M. and Ommeren, J.C.W. and Scheinhardt, W.R.W. (2000) Multi-media Call Centres. [Study Group Report]
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Abstract
We consider a multi-media call centre answering customer requests as a queueing network with priority classes. We use differential equations to analyse its performance as the system becomes large and approaches a 'fluid limit'. We also suggest how to approximate average delays using existing algorithms for
the classical M/ G/ c queueing model.
| Item Type: | Study Group Report |
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| Problem Sectors: | Discrete Information and communication technology |
| Study Groups: | European Study Group with Industry > ESGI 39 (Twente, Netherlands, Oct 9-13, 2000) (SWI 2000) |
| ID Code: | 383 |
| Deposited By: | Dr Kamel Bentahar |
| Deposited On: | 26 Nov 2011 20:24 |
| Last Modified: | 29 May 2015 20:00 |
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