There are no files associated with this item.
Full metadata record
DC Field | Value | Language |
---|---|---|
dc.citation.endPage | 238 | - |
dc.citation.number | 1 | - |
dc.citation.startPage | 227 | - |
dc.citation.title | SIMULATION MODELLING PRACTICE AND THEORY | - |
dc.citation.volume | 19 | - |
dc.contributor.author | Ma, Jungmok | - |
dc.contributor.author | Kim, Namhun | - |
dc.contributor.author | Rothrock, Ling | - |
dc.date.accessioned | 2023-12-22T06:37:29Z | - |
dc.date.available | 2023-12-22T06:37:29Z | - |
dc.date.created | 2013-06-17 | - |
dc.date.issued | 2011-01 | - |
dc.description.abstract | In this paper a new performance assessment methodology for human-in-the-loop call center systems at the level of customer-agent interactions (CAI) is proposed We develop a team-in-the-loop simulation test bed to analyze CAI-level performance of a service system using a temporal performance measure with time windows The proposed framework should allow researchers to collect and analyze individual as well as team performance at a finer granularity than current call center efforts which focus on queue-centered analysis The software framework is object-oriented and has been designed to be configurable A sample simulation study in different scenarios is illustrated to provide the usages and advantages of the proposed method with index of Interactive Service Performance. | - |
dc.identifier.bibliographicCitation | SIMULATION MODELLING PRACTICE AND THEORY, v.19, no.1, pp.227 - 238 | - |
dc.identifier.doi | 10.1016/j.simpat.2010.06.008 | - |
dc.identifier.issn | 1569-190X | - |
dc.identifier.scopusid | 2-s2.0-78049389293 | - |
dc.identifier.uri | https://scholarworks.unist.ac.kr/handle/201301/3439 | - |
dc.identifier.url | http://www.scopus.com/inward/record.url?partnerID=HzOxMe3b&scp=78049389293 | - |
dc.identifier.wosid | 000284987900018 | - |
dc.language | 영어 | - |
dc.publisher | ELSEVIER SCIENCE BV | - |
dc.title | Performance assessment in an interactive call center workforce simulation | - |
dc.type | Article | - |
dc.relation.journalWebOfScienceCategory | Computer Science, Interdisciplinary Applications; Computer Science, Software Engineering | - |
dc.relation.journalResearchArea | Computer Science | - |
dc.description.journalRegisteredClass | scie | - |
dc.description.journalRegisteredClass | scopus | - |
Items in Repository are protected by copyright, with all rights reserved, unless otherwise indicated.
Tel : 052-217-1404 / Email : scholarworks@unist.ac.kr
Copyright (c) 2023 by UNIST LIBRARY. All rights reserved.
ScholarWorks@UNIST was established as an OAK Project for the National Library of Korea.