华东师范大学学报(自然科学版)
華東師範大學學報(自然科學版)
화동사범대학학보(자연과학판)
JOURNAL OF EAST CHINA NORMAL UNIVERSITY(NATURAL SCIENCE)
2010年
1期
69-78
,共10页
呼叫中心%不耐烦顾客%声讯互动%积形式%Q矩阵
呼叫中心%不耐煩顧客%聲訊互動%積形式%Q矩陣
호규중심%불내번고객%성신호동%적형식%Q구진
call center%impatient customer%IVR%product form%Q-matrix
考虑带声讯互动(Interacting Voice Response,IVR)且有不耐烦顾客呼叫中心的马尔可夫模型.通过建立两状态和三状态MC,分别利用流守恒方程和Q矩阵给出系统的平稳状态概率,以及其他一些重要的性能指标.
攷慮帶聲訊互動(Interacting Voice Response,IVR)且有不耐煩顧客呼叫中心的馬爾可伕模型.通過建立兩狀態和三狀態MC,分彆利用流守恆方程和Q矩陣給齣繫統的平穩狀態概率,以及其他一些重要的性能指標.
고필대성신호동(Interacting Voice Response,IVR)차유불내번고객호규중심적마이가부모형.통과건립량상태화삼상태MC,분별이용류수항방정화Q구진급출계통적평은상태개솔,이급기타일사중요적성능지표.
The paper considered a call center with interacting voice response (IVR) by using Markov model. By constructing a two-state and a three-state MC, stationary probability was given using flow conservation equation and Q-matrix respectively. Furthermore, other performance indexes was deduced, too.