Simulační model zákaznického centra
Simulation model of customer center
Type of document
diplomová prácemaster thesis
Author
Ozgun Saydanoglu
Supervisor
Hampl Petr
Opponent
Jareš Ewa
Field of study
Komunikační systémyStudy program
Komunikace, multimédia a elektronikaInstitutions assigning rank
katedra teorie obvodůRights
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
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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.
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- Diplomové práce - 13131 [183]