Staffing and Control of Instant Messaging Contact Centers
Staffing and Control of Instant Messaging Contact Centers
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DOI：
10.1287/opre.1120.1151
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发表时间：
2013-04
期刊：
影响因子：
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通讯作者：
Jun Luo;Jiheng Zhang
中科院分区：
文献类型：
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作者：
Jun Luo;Jiheng Zhang
除了传统的呼叫中心之外，许多公司已经开始建立一种新型的客户联络中心，在这种中心中，代理商通过互联网上的即时消息（IM）而不是电话与客户进行沟通。基于IM的服务中心的一个显著特点是一个代理可以并行地为多个客户提供服务。我们选择将这样的中心建模为由许多有限的处理器共享服务器组成的服务器池。我们通过建立一个流体近似在多服务器的大流量制度的基本随机过程的特征。的随机过程的限制行为所示，涉及一个随机平均原则，和流体近似提供的见解，这样的服务中心的最佳人员配置和控制。
In addition to traditional call centers, many companies have started building a new kind of customer contact center, in which agents communicate with customers via instant messaging (IM) over the Internet rather than phone calls. A distinctive feature of the service centers based on IM is that one agent can serve multiple customers in parallel. We choose to model such a center as a server pool consisting of many limited processor-sharing servers. We characterize the underlying stochastic processes by establishing a fluid approximation in the many-server heavy-traffic regime. The limiting behavior of the stochastic processes is shown to involve a stochastic averaging principle, and the fluid approximation provides insights into the optimal staffing and control for such service centers.