Performance Evaluation of Infocommunication Systems

Abstract

In this thesis, we introduce the theory of Call Center and Key technology, then consider the Call Center system as a queue model and using them to study to how to evaluate the performance of Call Center. We analyze four main queue model including Erlang-C queue model, Erlang-B queue model, Erlang-A queue model and M/M/S/K+M model separately, using Matlab applicaton to programe their performance formulas, suming up their characteristic, using conditon, advantagae, disadvantage and the effect of each factor to the system.