Simulační model zákaznického centra
Simulation model of customer center
| dc.contributor.advisor | Hampl Petr | |
| dc.contributor.author | Ozgun Saydanoglu | |
| dc.date.accessioned | 2019-06-12T16:01:41Z | |
| dc.date.available | 2019-06-12T16:01:41Z | |
| dc.date.issued | 2019-06-11 | |
| dc.identifier | KOS-782618670405 | |
| dc.identifier.uri | http://hdl.handle.net/10467/82806 | |
| dc.description.abstract | 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. | cze |
| dc.description.abstract | 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. | eng |
| dc.publisher | České vysoké učení technické v Praze. Vypočetní a informační centrum. | cze |
| dc.publisher | Czech Technical University in Prague. Computing and Information Centre. | eng |
| dc.rights | 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.html | eng |
| dc.rights | Vysokoškolská 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 | cze |
| dc.subject | kontaktní centrum | cze |
| dc.subject | smerování hovoru | cze |
| dc.subject | príchozí provoz | cze |
| dc.subject | odchozí provoz | cze |
| dc.subject | interaktivní hlasová odezva | cze |
| dc.subject | customer center | eng |
| dc.subject | skill based routing | eng |
| dc.subject | inbound traffic | eng |
| dc.subject | outbound traffic | eng |
| dc.subject | interactive voice response | eng |
| dc.title | Simulační model zákaznického centra | cze |
| dc.title | Simulation model of customer center | eng |
| dc.type | diplomová práce | cze |
| dc.type | master thesis | eng |
| dc.contributor.referee | Jareš Ewa | |
| theses.degree.discipline | Komunikační systémy | cze |
| theses.degree.grantor | katedra teorie obvodů | cze |
| theses.degree.programme | Komunikace, multimédia a elektronika | cze |
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Diplomové práce - 13131 [160]