Evaluation of JADE multi-agent system and Erlang holonic control implementations for a manufacturing cell

Kruger, Karel; Basson, Anton

doi:10.1080/0951192x.2019.1571231

Cited by 15 publications

(1 citation statement)

References 27 publications

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“…To solve this problem, the authors use models and methods of teletraffic theory [10] or queuing theory [11], presented in the basic instructions on this topic. According to D. J. Kendall's classification denoted as M/M/v [1], the classical Erlang model [12,13] was used to calculate the number of operators in the early stages of the call center study. Also, some changes were made to the model to clarify the interaction between the customer and the help desk operator.…”

Section: Methodsmentioning

confidence: 99%

Quality assessment of the contact center while implementation the IP IVR system by using teletraffic theory

Chezhimbayeva

Konyrova

Kumyzbayeva

et al. 2021

EEJET

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The paper considers the form of taking into account the specialization of information needs. An analysis of the work of modern call centers has been carried out. The authors noted the effectiveness of using IVR devices, operators, and consultants for differentiated customer service and the need to take feedback into account when forming the revenue stream of applications. The models make it possible to determine the leading indicators of the quality of service for applications arriving at the call center. Formal expressions for descriptions are derived from the input parameters' values and the model's stationary probability. The relationships between the characteristics of the call center that regulate the intensity of incoming and outgoing calls, call processing through 3CXPhone, corporate mail, and social networks were obtained using Global Statistic. The developed methodology for organizing information and reference systems makes it possible to consider modern trends in the development of call centers. The paper presents the results of research using the IP IVR system. The results of calculating service characteristics are given for two different types of calls with mixed order ω=(0.5; 0.7; 0.9). The presented results were obtained by using experimental data of the JSC Kazakhtelecom's call center. For the calculations, the authors used the formulas of the teletraffic theory for a mixed service system. It also assesses the extent of combined service model effects for the contact center's call quality. It is shown that the probability of lost calls depends on the incoming load. The obtained results show that the mixed order for incoming calls servicing affects the probability of service failure.

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Section: Methodsmentioning

confidence: 99%