Contents
Prioritizing the transferred calls in two-stage call centers / 김준우 ; 이장희 1
Abstract 1
1. Introduction 2
2. Literature review 5
3. Arrival-Point-State-Dependency 8
3.1. Dynamic call routing structure for outsourcing in two-stage call centers 8
4. Steady-State Probabilities and Performance Measures 12
4.1. Single server case 13
4.2. Approach for analyzing arrival-point-state-dependent service times 14
5. Numerical Test 18
5.1. Workload and arrival-point-state-dependent service times 19
5.2. Length of μ₂-¹ and the size of the system(이미지참조) 23
5.3. Dynamic call routing structure and long-I type structure 24
5.4. Comparison with adjusted long-I type and P type structures 26
6. Conclusion and Further Remarks 28
References 31
* 저자소개 * 33