.png){kind=icon}
.png){kind=icon}
Return
Performance assessment in an interactive call center workforce simulation
.png){kind=icon}
PRE
AI
DOI：10.1016/j.simpat.2010.06.008.png)
.png){kind=icon}
Original request for help.png){kind=icon}
Share.png){kind=icon}
Save
Abstract
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
Keywords:
Call center
Team-in-the-loop simulation
Customer-agent interactions
Time windows
Human-involved system
AI Summary
Key information extracted from the uploaded paper, including a brief overview, abstract, background, key highlights, visual analysis, and future outlook.
Journal
IF:
4.6
Papers:
2.6K
Citations:
4.8K