Quality estimation of call-center operators work by analyzing call service duration
Автор: Lihtzinder B.Ya., Tatarinova N.M.
Журнал: Инфокоммуникационные технологии @ikt-psuti
Рубрика: Технологии телекоммуникаций
Статья в выпуске: 2 т.9, 2011 года.
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In the article the way of application of the Leaky Bucket algorithm for call-centers is considered. The estimation algorithm of operators work quality is developed by analyzing call service duration for different modes of the operators workload. In the article the example of the work quality estimation of the internet customer technical support operators of OJSC VolgaTelecom is given.
Алгоритм leaky bucket, call-center operators work quality, the leaky bucket algorithm, average queue length, impatient customer, maximum queue length, the standard call service time
Короткий адрес: https://sciup.org/140191464
IDR: 140191464
