A Method for Performance Evaluation of Multi-skill Call Center Based on Markov Process
Jiazhen Huo · Systems Engineering · 2008
The research focused on a classical multi-skill call center performance evaluation.A method for describing state space was given first.And the state-transfer equation based on markov process was generated.A process of calculating steady-probability and using steady-probability for performance analysis was presented.A compare with simulation method was done at last to show the effect and efficiency of the method.