Server-switching policy for call routing in a multiskill inbound call centre

Chandra Sen Mazumdar; N.R. Srinivasa Raghavan

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Server-switching policy for call routing in a multiskill inbound call centre

机译：多技能入站呼叫中心中用于呼叫路由的服务器切换策略

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摘要

In this paper, we present a server-switching policy for the routing of calls to Customer Service Representatives (CSRs) in a multiskill inbound call centre utilising Skill-Based Routing (SBR). We have considered two types of scenarios in which a multiskil

机译：在本文中，我们提出了一种服务器交换策略，用于使用基于技能的路由（SBR）将呼叫路由到多技能入站呼叫中心中的客户服务代表（CSR）。我们已经考虑了两种情况

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来源
《International Journal of Services Technology and Management》 |2008年第1期|p.14-2629303132|共17页
作者
Chandra Sen Mazumdar; N.R. Srinivasa Raghavan;
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作者单位

Satyam Computer Services Ltd. SID Block, IISc Campus Bangalore - 560 012, India;

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原文格式 PDF
正文语种 eng
中图分类管理学;
关键词
skill-based routing; SBR; specialist agents; flexible agents; server switching; Continuous Time Markov Chain; CTMC; generalised stochastic Petri Nets; GSPN;

机译：基于技能的路由;SBR;专家代理;柔性代理;服务器切换;连续时间马尔可夫链;CTMC;广义随机Petri网;GSPN;

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1. Dynamic Routing Policies For Multiskill Call Centers [J] . Sandjai Bhulai Probability in the Engineering and Informational Sciences . 2009,第1期

机译：多技能呼叫中心的动态路由策略
2. The impact of call centre stressors on inbound and outbound call-centre agent burnout [J] . Michel Rod, Nicholas J. Ashill Managing Service Quality . 2013,第3期

机译：呼叫中心压力源对入站和出站呼叫中心座席倦怠的影响
3. An Integer Programming approach for scheduling inbound calls in call centres [J] . Somchan Vuthipadadon, Sigurdur Olafsson International Journal of Operational Research . 2007,第4期

机译：用于调度呼叫中心中的入站呼叫的整数编程方法
4. Workforce Scheduling in Inbound Customer Call Centres with a Case Study [C] . Goran Molnar, Domagoj Jakobovic, Matija Pavelic European conference on applications of evolutionary computation . 2016

机译：案例研究在呼入客户呼叫中心进行劳动力调度
5. Skill-based routing in an inbound call center: Applying data mining to compare alternative simulated systems. [D] . Chung, Jain-shone. 2003

机译：入站呼叫中心中基于技能的路由：应用数据挖掘来比较替代的模拟系统。
6. EU centre calls for policies to help female drug users [O] . Rory Watson 2000

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7. Development of a Model for an Inbound Call Centre Using Hierarchical Timed Coloured Petri Nets [O] . Akinlolu O. Afolabi, Rafiu A. Ganiyu, Oladiran T. Arulogun, 2020

机译：使用分层定时彩色Petri网的入站呼叫中心的模型的开发

Server-switching policy for call routing in a multiskill inbound call centre

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