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Journal of Automation and Information Sciences
SJR: 0.275 SNIP: 0.59 CiteScore™: 0.8

ISSN Imprimir: 1064-2315
ISSN En Línea: 2163-9337

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Journal of Automation and Information Sciences

DOI: 10.1615/JAutomatInfScien.v40.i11.40
pages 36-45

Determination of the Quantity of Call Center Agents

Elena V. Koba
V.M. Glushkov Institute of Cybernetics of National Academy of Sciences of Ukraine, Kiev, Ukraine
Svetlana V. Pustova
National Aviation University, Kiev, Ukraine

SINOPSIS

Calculation of the optimum quantity of call center agents is given. Call center is considered as M/M/m queueing system with limited waiting time. The formulae for characteristics of the quality of call center operation are derived and the program for determination of the optimum quantity of work places is developed.


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