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Performance assessment in an interactive call center workforce simulation
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DOI：10.1016/j.simpat.2010.06.008.png)
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摘要
En 中文
In this paper a new performance assessment methodology for human-in-the-loop call center systems at the level of customer-agent interactions (CAI) is proposed We develop a team-in-the-loop simulation test bed to analyze CAI-level performance of a service system using a temporal performance measure with time windows The proposed framework should allow researchers to collect and analyze individual as well as team performance at a finer granularity than current call center efforts which focus on queue-centered analysis The software framework is object-oriented and has been designed to be configurable A sample simulation study in different scenarios is illustrated to provide the usages and advantages of the proposed method with index of Interactive Service Performance (C) 2010 Elsevier B V All rights reserved
Keyword:
Call center
Team-in-the-loop simulation
Customer-agent interactions
Time windows
Human-involved system
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