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摘要: 考虑带声讯互动(Interacting Voice Response,IVR)且有不耐烦顾客呼叫中心的马尔可夫模型. 通过建立两状态和三状态MC,分别利用流守恒方程和Q矩阵给出系统的平稳状态概率, 以及其他一些重要的性能指标.Abstract: The paper considered a call center with interacting voice response (IVR) by using Markov model. By constructing a two-state and a three-state MC, stationary probability was given using flow conservation equation and Q-matrix respectively. Furthermore, other performance indexes was deduced, too.
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Key words:
- call centerimpatient customerIVRproduct formQ-matrix /
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