Simulační model zákaznického centra
Simulation model of customer center
Typ dokumentu
diplomová prácemaster thesis
Autor
Ozgun Saydanoglu
Vedoucí práce
Hampl Petr
Oponent práce
Jareš Ewa
Studijní obor
Komunikační systémyStudijní program
Komunikace, multimédia a elektronikaInstituce přidělující hodnost
katedra teorie obvodůPráva
A university thesis is a work protected by the Copyright Act. Extracts, copies and transcripts of the thesis are allowed for personal use only and at one?s own expense. The use of thesis should be in compliance with the Copyright Act http://www.mkcr.cz/assets/autorske-pravo/01-3982006.pdf and the citation ethics http://knihovny.cvut.cz/vychova/vskp.htmlVysokoškolská závěrečná práce je dílo chráněné autorským zákonem. Je možné pořizovat z něj na své náklady a pro svoji osobní potřebu výpisy, opisy a rozmnoženiny. Jeho využití musí být v souladu s autorským zákonem http://www.mkcr.cz/assets/autorske-pravo/01-3982006.pdf a citační etikou http://knihovny.cvut.cz/vychova/vskp.html
Metadata
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The complexity of the recent customer centers makes the usage of the simulation models for a performance measurement a potential solution. The service quality of a customer center is changed dynamically by the small variability. Implementation of the complex units such as interactive voice response, skill based routing and bidirectional - inbound and outbound - operation becomes a requirement. The goal of this thesis is to design a simulation model of a customer center by using a discrete event simulation tool OMNeT++ and to analyze important characteristics in terms of grade of service. The complexity of the recent customer centers makes the usage of the simulation models for a performance measurement a potential solution. The service quality of a customer center is changed dynamically by the small variability. Implementation of the complex units such as interactive voice response, skill based routing and bidirectional - inbound and outbound - operation becomes a requirement. The goal of this thesis is to design a simulation model of a customer center by using a discrete event simulation tool OMNeT++ and to analyze important characteristics in terms of grade of service.
Kolekce
- Diplomové práce - 13131 [183]