Research of Distributed Virtual Agents Based on Queuing Theory
Authors
Guangxuan Chen, Huiyun Jin, Yanhui Du, Panke Qin, Lei Zhang
Corresponding Author
Guangxuan Chen
Available Online January 2015.
- DOI
- 10.2991/isci-15.2015.250How to use a DOI?
- Keywords
- Virtual agents; Erlang algorithm; Customer service;
- Abstract
In order to find a better solution to predict the incoming traffic, grasp the customers’ demand in a short time and design a more scientific and reasonable and adjustable schedule for the online customer service center, this paper proposed a new model based on Erlang algorithm. The algorithm can effectively quantify the queuing phenomenon caused by inadequate system capacity in the short time under random environment. Practice shows that the Erlang algorithm based model can enhance the accuracy of the prediction of the agent number and service level, and solve the conflicts between the service level and facility utilization, and finally improve the economic efficiency of the enterprise
- Copyright
- © 2015, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Guangxuan Chen AU - Huiyun Jin AU - Yanhui Du AU - Panke Qin AU - Lei Zhang PY - 2015/01 DA - 2015/01 TI - Research of Distributed Virtual Agents Based on Queuing Theory BT - Proceedings of the 2015 International Symposium on Computers & Informatics PB - Atlantis Press SP - 1898 EP - 1905 SN - 2352-538X UR - https://doi.org/10.2991/isci-15.2015.250 DO - 10.2991/isci-15.2015.250 ID - Chen2015/01 ER -