上海财经大学-《决策分析与决策支持系统》课件第9章 完善的呼叫中心模型.pptVIP

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上海财经大学-《决策分析与决策支持系统》课件第9章 完善的呼叫中心模型.ppt

Chapter9CallCenterModelwith

OverallPerformanceMeasureShaoZhifang

Modifiesmodel5-22026/4/202Mostsignificant(butnotall)changesare:Additionalresources(Larrry,Moe,Curley,Hermann)forbusytimesAddedacoststructure,includingwagesandmakingcallswaitAddedacountertorecordnumberofrejectedcallsoverthewholerun,tocomputepercentofincomingcallsthatarerejected

CallCenterModelwith

OverallPerformanceMeasure?Modifythecall-centermodelforintensivestudyDifferentrunconditions–toallowvalidstatisticalanalysisNewoverallperformancemeasurestocon

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