• 主题
高级搜索  >
历史搜索 清空历史
首页> 外文期刊>Operations Research >Staffing and control of instant messaging contact centers
【24h】

Staffing and control of instant messaging contact centers

机译：即时消息联络中心的人员配备和控制

获取原文
获取原文并翻译 | 示例
           
页面导航
  • 摘要
  • 著录项
  • 相似文献
  • 相关主题

摘要

Companies especially the online retail industry, are building instant messaging (IM) based customer contact centers to supplement their traditional call centers. The present study has tried to present models for IM-based customer contact center that have some unique features not shared by call centers. In an IM conversation in a call center, customers can be processed in a round-robin fashion - an agent responds to one request and then immediately shifts to another outstanding one from the customers he is serving. The system is modeled using the processor-sharing protocol, where an agent can distribute his attention simultaneously to all customers in service. Using data from a company that is operating a large IM-based service center, and a standard timestamp approach, it was found that it was hard to identify the required service time of a customer. When an agent is allowed to serve multiple customers, customers need time to process the information the agent sends to them and to type out their next requests during which the agent would be idling if he is not handling any other customers. In this scenario, the present study has developed and evaluated a macroscopic model for an IM-based service center. The model is basically a many-server queue with each server operating under the limited processor sharing protocol with state-dependent service rate.
机译：公司，特别是在线零售业，正在建立基于即时消息（IM）的客户联系中心，以补充其传统的呼叫中心。本研究试图介绍基于IM的客户联系中心的模型，这些模型具有呼叫中心无法共享的一些独特功能。在呼叫中心的IM对话中，可以以循环方式处理客户-座席响应一个请求，然后立即从所服务的客户转移到另一个未解决的请求。该系统使用处理器共享协议进行建模，在该协议中，代理可以将其注意力同时分配给所有服务客户。使用运营大型基于IM的服务中心的公司的数据和标准时间戳方法，发现很难确定客户所需的服务时间。当允许一个代理为多个客户提供服务时，客户需要时间来处理该代理发送给他们的信息，并键入他们的下一个请求，如果该代理不处理任何其他客户，在此期间该代理将处于空闲状态。在这种情况下，本研究已经开发并评估了基于IM的服务中心的宏观模型。该模型基本上是一个多服务器队列，每个服务器都在受限的处理器共享协议下以状态相关的服务速率运行。

著录项

  • 来源
    《Operations Research》 |2014年第3期|225-226|共2页
  • 作者

    Jun Luo; Jiheng Zhang;

  • 作者单位

    Department of Industrial Engineering and Logistics Management,The Hong Kong University of Science and Technology, Hong Kong S.A.R., China;

    Department of Industrial Engineering and Logistics Management,The Hong Kong University of Science and Technology, Hong Kong S.A.R., China;

  • 收录信息
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱：kefu@zhangqiaokeyan.com

京公网安备：11010802029741号 ICP备案号：京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有

  • 客服微信

  • 服务号