The Generalized Model Development for Call Center Functioning
Шерстнева Алина Анатольевна, O. Sherstneva · 2018 XIV International Scientific-Technical Conference on Actual Problems of Electronics Instrument Engineering (APEIE) · 2018
The article is aimed to develop mathematical models for call processing. A generalized math model is proposed for consideration. The research is based on a logical analysis of the internal scenario during call service. The generalized model allows to obtain particular models for call processing with special focus on development new formulas for calculation quantitative and qualitative indicators for CC's productivity.