The MIIS Eprints Archive

Multi-media Call Centres

Heilio, M. and Luczak, M. and Ommeren, J.C.W. and Scheinhardt, W.R.W. (2000) Multi-media Call Centres. [Study Group Report]



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
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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