title: ÐÑÐµÐ½ÐºÐ° Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»ÐµÐ¹ ÐºÐ¾Ð½ÑÐ°ÐºÑ-ÑÐµÐ½ÑÑÐ¾Ð² Ñ Ð¸ÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ð¸ÐµÐ¼ ÑÐµÐ¾ÑÐ¸Ð¸ Ð¼Ð°ÑÑÐ¾Ð²Ð¾Ð³Ð¾ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð¸ Ð¸Ð¼Ð¼Ð¸ÑÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð³Ð¾ Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ñ
title: Ð²ÑÐ¿ÑÑÐºÐ½Ð°Ñ ÐºÐ²Ð°Ð»Ð¸ÑÐ¸ÐºÐ°ÑÐ¸Ð¾Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¼Ð°Ð³Ð¸ÑÑÑÐ°
titleType: Subtitle
title: Evaluation of contact centre performance indicators using mass service theory and simulation modelling
Creators: name: ÐÐ°ÑÑÐµÐµÐ²Ð°, ÐÐ»ÐµÐºÑÐ°Ð½Ð´ÑÐ°
Publisher: name: Ð¡Ð°Ð½ÐºÑ-ÐÐµÑÐµÑÐ±ÑÑÐ³ÑÐºÐ¸Ð¹ Ð¿Ð¾Ð»Ð¸ÑÐµÑÐ½Ð¸ÑÐµÑÐºÐ¸Ð¹ ÑÐ½Ð¸Ð²ÐµÑÑÐ¸ÑÐµÑ ÐÐµÑÑÐ° ÐÐµÐ»Ð¸ÐºÐ¾Ð³Ð¾
Year: 2024
Subjects: ÐºÐ°Ð»ÑÐºÑÐ»ÑÑÐ¾Ñ Ð­ÑÐ»Ð°Ð½Ð³Ð°
ÑÐ¸ÑÑÐµÐ¼Ñ Ð¼Ð°ÑÑÐ¾Ð²Ð¾Ð³Ð¾ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ
Ð¸Ð¼Ð¸ÑÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ðµ Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ
Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ ÐºÐ¾Ð½ÑÐ°ÐºÑ-ÑÐµÐ½ÑÑÐ¾Ð²
ÑÐ°ÑÑÐµÑ Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»ÐµÐ¹ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸
Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ðµ
Erlang calculator
mass service systems
simulation modelling
contact centre modelling
performance evaluation

description: ÐÐ°Ð½Ð½Ð°Ñ ÑÐ°Ð±Ð¾ÑÐ° Ð¿Ð¾ÑÐ²ÑÑÐµÐ½Ð° Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ Ð¼ÐµÑÐ¾Ð´Ð¾Ð² ÑÐ°ÑÑÐµÑÐ° Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»ÐµÐ¹ ÑÑÑÐµÐºÑÐ¸Ð²Ð½Ð¾ÑÑÐ¸ ÐºÐ¾Ð½ÑÐ°ÐºÑ-ÑÐµÐ½ÑÑÐ¾Ð² Ð¸ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ¸ ÑÐ¾Ð±ÑÑÐ²ÐµÐ½Ð½Ð¾Ð³Ð¾ ÐºÐ°Ð»ÑÐºÑÐ»ÑÑÐ¾ÑÐ° Ð­ÑÐ»Ð°Ð½Ð³Ð°. ÐÐ°Ð´Ð°ÑÐ¸, ÐºÐ¾ÑÐ¾ÑÑÐµ ÑÐµÑÐ°Ð»Ð¸ÑÑ Ð² ÑÐ¾Ð´Ðµ Ð¸ÑÑÐ»ÐµÐ´Ð¾Ð²Ð°Ð½Ð¸Ñ: 1. ÐÐ±Ð·Ð¾Ñ ÑÑÑÐµÑÑÐ²ÑÑÑÐ¸Ñ ÐºÐ°Ð»ÑÐºÑÐ»ÑÑÐ¾ÑÐ¾Ð² Ð­ÑÐ»Ð°Ð½Ð³Ð° Ð¸ Ð°Ð´ÐµÐºÐ²Ð°ÑÐ½ÑÑ Ð¸Ð¼ Ð¼Ð¾Ð´ÐµÐ»ÐµÐ¹ ÐºÐ¾Ð½ÑÐ°ÐºÑ-ÑÐµÐ½ÑÑÐ¾Ð² Ð² ÑÐ¾ÑÐ¼Ðµ ÑÐ¸ÑÑÐµÐ¼ Ð¼Ð°ÑÑÐ¾Ð²Ð¾Ð³Ð¾ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ. 2. ÐÑÑÐ²Ð»ÐµÐ½Ð¸Ðµ Ð½ÐµÐ´Ð¾ÑÑÐ°ÑÐºÐ¾Ð² ÑÑÑÐµÑÑÐ²ÑÑÑÐ¸Ñ ÐºÐ°Ð»ÑÐºÑÐ»ÑÑÐ¾ÑÐ¾Ð² Ð¸ Ð¿Ð¾ÑÑÐ°Ð½Ð¾Ð²ÐºÐ° Ð·Ð°Ð´Ð°ÑÐ¸ Ð½Ð° ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÑ ÑÐ¾Ð±ÑÑÐ²ÐµÐ½Ð½Ð¾Ð³Ð¾ ÐºÐ°Ð»ÑÐºÑÐ»ÑÑÐ¾ÑÐ° Ð­ÑÐ»Ð°Ð½Ð³Ð°. 3. Ð Ð°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ° ÐºÐ°Ð»ÑÐºÑÐ»ÑÑÐ¾ÑÐ° Ð­ÑÐ»Ð°Ð½Ð³Ð° Ð½Ð° Ð¾ÑÐ½Ð¾Ð²Ðµ ÑÐ½Ð¸Ð²ÐµÑÑÐ°Ð»ÑÐ½Ð¾Ð³Ð¾ ÑÐ·ÑÐºÐ° Ð¿ÑÐ¾Ð³ÑÐ°Ð¼Ð¼Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ñ Python. 4. ÐÑÐµÐ½ÐºÐ° ÐºÐ¾ÑÑÐµÐºÑÐ½Ð¾ÑÑÐ¸ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½Ð½Ð¾Ð³Ð¾ ÐºÐ°Ð»ÑÐºÑÐ»ÑÑÐ¾ÑÐ° Ñ Ð¸ÑÐ¿Ð¾Ð»ÑÐ·Ð¾Ð²Ð°Ð½Ð¸ÐµÐ¼ Ð¸Ð¼Ð¸ÑÐ°ÑÐ¸Ð¾Ð½Ð½ÑÑ ÑÐºÑÐ¿ÐµÑÐ¸Ð¼ÐµÐ½ÑÐ¾Ð² Ð¸ Ð¾Ð½Ð»Ð°Ð¹Ð½ ÐºÐ°Ð»ÑÐºÑÐ»ÑÑÐ¾ÑÐ¾Ð² Ð­ÑÐ»Ð°Ð½Ð³Ð°, Ð½Ð°Ð¹Ð´ÐµÐ½Ð½ÑÑ Ð² ÑÐµÑÐ¸ ÐÐ½ÑÐµÑÐ½ÐµÑ. Ð Ð°Ð±Ð¾ÑÐ° Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð° Ð½Ð° Ð±Ð°Ð·Ðµ ÑÐ²ÐµÐ´ÐµÐ½Ð¸Ð¹ Ð¾Ð± Ð¾Ð½Ð»Ð°Ð¹Ð½ ÐºÐ°Ð»ÑÐºÑÐ»ÑÑÐ¾ÑÐ°Ñ Ð­ÑÐ»Ð°Ð½Ð³Ð°, Ð½Ð°Ð¹Ð´ÐµÐ½Ð½ÑÑ Ñ ÑÐµÑÐ¸ ÐÐ½ÑÐµÑÐ½ÐµÑ, Ð° ÑÐ°ÐºÐ¶Ðµ Ð½Ð°ÑÑÐ½ÑÑ ÑÑÐ°ÑÐµÐ¹ Ñ Ð¾Ð¿Ð¸ÑÐ°Ð½Ð¸ÐµÐ¼ Ð¼Ð¾Ð´ÐµÐ»ÐµÐ¹ ÐºÐ¾Ð½ÑÐ°ÐºÑ-ÑÐµÐ½ÑÑÐ¾Ð² Ð² ÑÐ¾ÑÐ¼Ðµ ÑÐ¸ÑÑÐµÐ¼ Ð¼Ð°ÑÑÐ¾Ð²Ð¾Ð³Ð¾ Ð¾Ð±ÑÐ»ÑÐ¶Ð¸Ð²Ð°Ð½Ð¸Ñ Ð¸ Ð¼ÐµÑÐ¾Ð´Ð¾Ð² ÑÐ°ÑÑÐµÑÐ° Ð¸Ñ Ð¿Ð¾ÐºÐ°Ð·Ð°ÑÐµÐ»ÐµÐ¹. ÐÑÐ» Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½ Ð°Ð½Ð°Ð»Ð¸Ð· Ð¼Ð¾Ð´ÐµÐ»ÐµÐ¹ Ð¸ Ð¿ÑÐ¾Ð²ÐµÑÐºÐ° ÐºÐ¾ÑÑÐµÐºÑÐ½Ð¾ÑÑÐ¸ ÑÐ°Ð±Ð¾ÑÑ, Ð¸ Ð² ÑÐµÐ·ÑÐ»ÑÑÐ°ÑÐµ Ð²ÑÑÐ²Ð»ÐµÐ½Ñ Ð½ÐµÐ´Ð¾ÑÑÐ°ÑÐºÐ¸ ÐºÐ°Ð»ÑÐºÑÐ»ÑÑÐ¾ÑÐ¾Ð². ÐÑÐ»Ð° Ð¿Ð¾ÑÑÐ°Ð²Ð»ÐµÐ½Ð° Ð·Ð°Ð´Ð°ÑÐ° ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐºÐ¸ ÐºÐ°Ð»ÑÐºÑÐ»ÑÑÐ¾ÑÐ° Ð´Ð»Ñ ÐºÐ¾Ð½ÑÐ°ÐºÑ-ÑÐµÐ½ÑÑÐ°. ÐÐ° ÐµÐµ Ð¾ÑÐ½Ð¾Ð²Ðµ Ñ Ð¿Ð¾Ð¼Ð¾ÑÑÑ ÑÐ·ÑÐºÐ° Python ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½Ð¾ Ð²ÐµÐ±-Ð¿ÑÐ¸Ð»Ð¾Ð¶ÐµÐ½Ð¸Ðµ ÐºÐ°Ð»ÑÐºÑÐ»ÑÑÐ¾ÑÐ° Ð­ÑÐ»Ð°Ð½Ð³Ð°. Ð¢Ð°ÐºÐ¶Ðµ Ð±ÑÐ»Ð° Ð¿ÑÐ¾Ð²ÐµÐ´ÐµÐ½Ð° Ð¿ÑÐ¾Ð²ÐµÑÐºÐ° ÐºÐ¾ÑÑÐµÐºÑÐ½Ð¾ÑÑÐ¸ ÑÐ°Ð±Ð¾ÑÑ ÑÐ°Ð·ÑÐ°Ð±Ð¾ÑÐ°Ð½Ð½Ð¾Ð³Ð¾ ÐºÐ°Ð»ÑÐºÑÐ»ÑÑÐ¾ÑÐ° Ñ Ð¿Ð¾Ð¼Ð¾ÑÑÑ Ð¸Ð¼Ð¸ÑÐ°ÑÐ¸Ð¾Ð½Ð½Ð¾Ð³Ð¾ Ð¼Ð¾Ð´ÐµÐ»Ð¸ÑÐ¾Ð²Ð°Ð½Ð¸Ñ.
description: This paper is dedicated to researching methods of calculating contact centre efï¬ciency indicators and developing a custom Erlang calculator. The tasks that were solved in the course of the research: 1. A review of existing Erlang calculators and their adequate models of contact centres in the form of mass service systems. 2. Identification of shortcomings of existing calculators and setting the task of developing our own Erlang calculator. 3. Development of the Erlang calculator on the basis of the universal programming language Python. 4. 4. Evaluation of the correctness of the developed calculator using simulation experiments and online Erlang calculators found on the Internet. The work was carried out on the basis of information about online Erlang calculators found on the Internet, as well as scientific articles describing models of contact centres in the form of mass service systems and methods of calculating their indicators. The models were analysed and checked for correctness of operation, and as a result the drawbacks of the calculators were identified. The task of developing a calculator for a contact centre was set. On its basis, a web application of Erlang calculator was developed using Python language. The cor-rectness of the developed calculator was also checked using simulation modelling.