Call centres with balking and abandonment: from queueing to queueing network models
The research on call centres has attracted many researchers from different disciplines recently. In this thesis, we focus on call centre modelling, analysis and design. In terms of modelling, traditionally call centres have been modelled as single-node queueing systems. Based on the Semiopen Queuein...
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| Format: | Others |
| Language: | en |
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University of Saskatchewan
2010
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| Online Access: | http://library.usask.ca/theses/available/etd-06222010-103338/ |