Sztrik, JánosXie, Yu2019-04-292019-04-292019-04-26http://hdl.handle.net/2437/266345In 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.60enCall centerQueue ModelBirth and death processSteady-state distributionCustomer impatienceDEENK Témalista::Informatika