A Java']Java library for simulating contact centers

被引：24

作者：

Buist, E ^{[1
]}

L'Ecuyer, P ^{[1
]}

机构：

[1] Univ Montreal, Dept Informat & Rech Operat, Montreal, PQ H3C 3J7, Canada

来源：

PROCEEDINGS OF THE 2005 WINTER SIMULATION CONFERENCE, VOLS 1-4 | 2005年

关键词：

D O I：

10.1109/WSC.2005.1574295

中图分类号：

TP39 [计算机的应用];

学科分类号：

081203 ; 0835 ;

摘要：

ContactCenters is a Java library for writing contact center simulators. It supports multi-skill and blend contact centers with complex and arbitrary routing, dialing policies, and arrival processes. The programmer can alter the simulation logic in many ways. without modifying the source code of the library. A simulator can interoperate with other libraries, e.g., for optimization and statistical analysis. Performance, flexibility, and extensibility are the main goals of its design and implementation. In this paper, we present the general architecture of the library, its main components and their interaction. We give an example of a contact center simulator and provide comparisons with a widely used commercial simulation system also offering facilities for contact center simulation.

引用

页码：556 / 565

页数：10

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