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Analys av callcentersimulering.
KTH, School of Computer Science and Communication (CSC).
KTH, School of Computer Science and Communication (CSC).
2011 (Swedish)Independent thesis Advanced level (professional degree), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Call centers are telephone services that companies have to offer assistance to their customers. The purpose of this paper was to produce and analyze a simple simulation of a call center. The analysis was done by comparing the performance of different test cases of call centers. The main parameters to be analyzed were service time and arrival rate of calls as well as the staffing of the labor. The tests indicated a significant difference in performance of the call centers in some cases.

Abstract [sv]

Ett callcenter är ett servicesystem som många företag har för att via telefon erbjuda hjälp till sina kunder. Syftet med den här rapporten var att utveckla och analysera en enkel simulering av ett callcenter. Analysen utfördes genom att jämföra prestandaskillnader av olika testfall. Detta genom att jämföra servicenivån genom påverkan av olika parametrar så som betjäningstider och ankomstintensiteter av ärenden samt uppdelning av arbetskraft. Testerna pekade på en betydlig prestandaskillnad i vissa fall.

Place, publisher, year, edition, pages
2011.
Series
Kandidatexjobb CSC, K11002
National Category
Computer Science
Identifiers
URN: urn:nbn:se:kth:diva-130829OAI: oai:DiVA.org:kth-130829DiVA: diva2:654276
Educational program
Master of Science in Engineering - Computer Science and Technology
Uppsok
Technology
Supervisors
Examiners
Available from: 2013-10-07 Created: 2013-10-07

Open Access in DiVA

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Other links

http://www.csc.kth.se/utbildning/kandidatexjobb/datateknik/2011/rapport/hew_sebastian_OCH_huotari_toni_K11002.pdf
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School of Computer Science and Communication (CSC)
Computer Science

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CiteExportLink to record
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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
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