تطبيق صفوف الانتظار لنماذج سلاسل ماركوف في مراكز الاتصال

Abstract EN

Application of Continuous Time Markov Chains (CTMC) was considered for call centers in order to maximize the use of the possibilities in the field of telephone communications, particularly in the recruitment of agents or the installation of electronic circuits responsible for organizing calls.

The two types of such models are: all agents with mean service times of inbound and outbound calls are the same (i.e 1  2 ), and all agents with 1  2 .

The data that collected for telephone calls from Sudatel for the period 1/1/12005- 31/12/2005 including the details of the random sample of registered calls of the subscribers aiming at perfection of the service and minimization of lost calls.

The research depend on the following three hypotheses: Rate of arrivals follows non-homogeneous Poisson process, rate of service follows the exponential distribution, and lastly receiving and sending calls in communication centers of Sudatel is queuing model of M/M/c type