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Transactions: WSEAS TRANSACTIONS ON COMMUNICATIONS
Transactions ID Number: 54-192
Full Name: Erik Chromy
Position: Assistant Professor
Age: ON
Sex: Male
Address: Slovak University of Technology Bratislava, Ilkovicova 3, 812 19 Bratislava
Country: SLOVAKIA
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E-mail address: chromy@ut.fei.stuba.sk
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Title of the Paper: Markov Models and Their Use for Calculations of Important Traffic Parameters of Contact Center
Authors as they appear in the Paper: Erik Chromy, Jan Diezka, Matej Kavacky, Miroslav Voznak
Email addresses of all the authors: chromy@ut.fei.stuba.sk, jan.diezka@gmail.com, matej.kavacky@stuba.sk, miroslav.voznak@vsb.cz
Number of paper pages: 10
Abstract: The appropriate model and consecutive design is the basis for building of successful Contact center. Excessive complexity of model can be sometimes contra-productive. The main goal of this work is to analyze of Markov model M/M/m/∞ properties in Contact center environment. This model offers wide range of important traffic parameters calculations of the system, while keeping transparent and simple structure – the key factor in design of Contact center. The second part of the paper deals with the modelling of contact center equipped with Interactive Voice Response (IVR) system. IVR system is modeled by Markov model M/M/∞/∞. It results in the less number of needed agents in contact center.
Keywords: M/M/m/∞, M/M/∞/∞, Erlang C formula, Automatic Call Distribution, Interactive Voice Response, Quality of Service
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