上海财经大学-《决策分析与决策支持系统》课件第8章 改进的呼叫中心模型.pptxVIP

Chapter8

TheEnhancedCallCenterShaoZhifang

Model5-2:TheEnhancedCallCenter?Keeptheinitialmodelsimple.?Addmoredetailtocapturethesystembehavioraccuratelyinordertoperformeffectiveanalysis.?Nonstationary:CallarrivalratevariesoverthedayDataonrate(callsperhour)foreachhalf-hourperiod:

StaffingSalesstaff:7peoplewithstaggeredschedules?Oneondutyforfirst60minutes(notation:1@60)?Then3@60,4@90,5@60,6@60,5@90,6@90,5@30,3@60,2@60.Techsupportstaff:11peoplevariouslyqualifiedforthethreedifferentproductlines8-hourworkdaysplus30minutes