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The design of a call center algorithm for telecommunication operator based Interacitve Voice Response with Erlang B and C basic is described and analyzed in this final project. The objective of this design is to create a call center <br /> <br /> <br /> model for telecommunicatio...
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| Main Author: | |
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| Format: | Final Project |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/14598 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |
| Summary: | The design of a call center algorithm for telecommunication operator based Interacitve Voice Response with Erlang B and C basic is described and analyzed in this final project. The objective of this design is to create a call center <br />
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model for telecommunication operator. This algorithm is implemented in Matlab 2007. The process of testing this algorithm is done in two ways. The first way is to use the call center algorithm to analyze the performance of a call center which it’s capacity. The second way is to use the algorithm for call centers to plan a call center in small, medium, and big telecommunication operator. In the model that made, the input used is the traffic load, GoS, Service Time in each section, and the ratio of traffic. While the output is the channel capacity of each section the possibility of a waiting call, and the length of buffer. Further studies on the design of algorithms call center can be done by searching efficiency of the algorithm and implementation in the form of ready-made applications. |
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