Please use this identifier to cite or link to this item:
https://dspace.ncfu.ru/handle/20.500.12258/621
Title: | The formation of agents groups algorithms for the calls automatic distribution system |
Authors: | Listova, N. V. Листова, Н. В. Fedorenko, V. V. Федоренко, В. В. Samoylenko, I. V. Самойленко, И. В. |
Keywords: | Agents groups algorithms formation;Automatic call distribution;Contact center;Dynamic programming;Service quality |
Issue Date: | 2018 |
Publisher: | Institute of Electrical and Electronics Engineers Inc. |
Citation: | Listova, N.V., Fedorenko, V.V., Samoylenko, I.V., Samoylenko, V.V. The formation of agents groups algorithms for the calls automatic distribution system // Proceedings of the 2018 IEEE Conference of Russian Young Researchers in Electrical and Electronic Engineering, ElConRus 2018. - 2018. - Pages 1538-1541. |
Series/Report no.: | Proceedings of the 2018 IEEE Conference of Russian Young Researchers in Electrical and Electronic Engineering, ElConRus 2018 |
Abstract: | Mathematical model for service quality assess in a contact center is suggested. The priority of the data (calls, requests) is expressed through the values of allowable waiting time of data in a queue. The problem is formulated with the minimax criterion to find the optimal matrix of agents distribution between data (calls) streams with various priority. The agents possess different performance. The optimal matrix provides minimum service loss possible. Algorithms for problem solving by dynamic programming method, branch and bound method and Hungarian method of assignments are offered. Computational programs set for implementation of agents groups algorithms formation in the system of automatic calls distribution is developed |
URI: | https://www.scopus.com/record/display.uri?eid=2-s2.0-85047992102&origin=resultslist&sort=plf-f&src=s&nlo=1&nlr=20&nls=afprfnm-t&affilName=nort*+caucas*+fed*+univ*&sid=762e6d30544023d6a322a94577ba172b&sot=afnl&sdt=afsp&sl=53&s=%28AF-ID%28%22North+Caucasus+Federal+University%22+60070541%29%29&relpos=22&citeCnt=0&searchTerm= https://dspace.ncfu.ru:443/handle/20.500.12258/621 |
Appears in Collections: | Статьи, проиндексированные в SCOPUS, WOS |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
scopusresults (93).pdf Restricted Access | 61.93 kB | Adobe PDF | View/Open | |
WoS 423 .pdf Restricted Access | 108.26 kB | Adobe PDF | View/Open |
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.