relation: http://miis.maths.ox.ac.uk/miis/383/
title: Multi-media Call Centres
creator: Heilio, M.
creator: Luczak, M.
creator: Ommeren, J.C.W.
creator: Scheinhardt, W.R.W.
subject: Discrete
subject: Information and communication technology
description: We consider a multi-media call centre answering customer requests as a queueing network with priority classes. We use differential equations to analyse its performance as the system becomes large and approaches a 'fluid limit'. We also suggest how to approximate average delays using existing algorithms for  the classical M/ G/ c queueing model.
date: 2000
type: Study Group Report
type: NonPeerReviewed
format: application/pdf
language: en
identifier: http://miis.maths.ox.ac.uk/miis/383/1/Multi-media-call-centres.pdf
identifier:   Heilio, M. and Luczak, M. and Ommeren, J.C.W. and Scheinhardt, W.R.W.  (2000) Multi-media Call Centres.  [Study Group Report]