多渠道的新型联络中心系统仿真与优化

doi:10.16182/j.issn1004731x.joss.20-0719

摘要/Abstract

摘要：

在联络中心的实际运营中，经常遭遇因某一事件而引起大量电话呼入的突发状况。面对激增的任务量，采用先到先服务简易排队规则的传统呼叫中心往往很难妥善处理。对此，在不改变座席数量的情况下增加了用来疏散任务量的回呼服务渠道与保证服务水平的特殊服务渠道，在考虑顾客放弃的基础上建立了多渠道的新型联络中心排队模型。运用FlexSim仿真软件对此模型进行仿真研究，分析对比仿真后的相关数据，发现新型联络中心模型的鲁棒性要远高于传统的呼叫中心。

关键词: 突发状况, 联络中心, 多渠道, 排队模型, FlexSim仿真

Abstract:

In the actual operation of a contact center, it often encounters a large number of calls caused by an emergency. A traditional call center with a simple first-come-first-served queuing rule can hardly handle the rapid increase of calls properly. In this regard, without changing the number of seats, the call-back service channel for evacuating tasks and the special service channel for ensuring the service level are added. Considering customer abandonment, a new multi-channel queuing model for a contact center is built. This model is simulated by FlexSim software, and the results are comparatively analyzed. It is found that the robustness of the new contact center model is much higher than that of a traditional call center.

Key words: emergency, contact center, multi-channel, queuing model, FlexSim

中图分类号:

F273.1

李军祥, 李立超, 马琨. 多渠道的新型联络中心系统仿真与优化[J]. 系统仿真学报, 2022, 34(2): 342-353.

Junxiang Li, Lichao Li, Kun Ma. Simulation and Optimization of a New Multi-Channel Contact Center System[J]. Journal of System Simulation, 2022, 34(2): 342-353.

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实体	数量	实体名称	仿真效果
发生器	1	A	产生临时实体
处理器	3	B, D J	路由节点服务座席
暂存区	3	C E, I	负载放弃出口耐心放弃出口
暂存区	3	F, G, H	等待队列
暂存区	3	K, L, M	完成服务出口

实体	实体名称	数值类型	数值
发生器	A	Table	1
暂存区	C, E, I	Content	1 000
暂存区	F	Content	10
暂存区	G	Content	15
暂存区	H	Content	5
处理器	J	Process time	N(10, 3)
处理器	B, D	Process time	N(3, 1)

实体名称	种类	数值设置	流向规则	触发器	标签	输出端口
A	发生器	arrival time for table 1	—	duniform (1,100)	Type	B
B	处理器	process time normal (3,1)	If F.content >= 10 And G.content >= 15 Route C	exponential (4)	Patience	C or D
C	暂存区	content (1 000)	If num(any Type) >= 4 Route H	—	Overload	H
D	处理器	process time for normal (3,1)	If F.content <= 10 Route F Else If Utility < 0.75 Route E	Item.Patience/G.content	Utility	E or F
E	暂存区	content (1 000)	—	—	Abandon	—
F	暂存区	content (10)	if F.content <= 10 Route J Else if G.content<=15 Route G Else Route I	duniform (1)	Queue1	G,I or J
G	暂存区	content (15)	if G.content <= 15 Route J Else Route H	duniform (2)	Queue2	H or J
H	暂存区	content (5)	—	duniform (3)	Queue3	J
I	暂存区	content (1 000)	—	—	Abandon	—
J	处理器	process time for exponential (10)	If H.content >= 0 Priority to pull in	—	—	K
K	暂存区	content (1 000)	Pull in Queue1	—	—	—
L	暂存区	content (1 000)	Pull in Queue2	—	—	—
M	暂存区	content (1 000)	Pull in Queue3	—	—	—

模型种类	运行时间/s	总放弃人数	负载放弃人数	主动放弃人数	放弃率/%	座席平均空闲率/%	阻塞率/%
传统呼叫中心模型	14 400	572	411	161	81.7	41.6	77.3
双渠道联络中心模型	14 400	342	128	214	48.8	18.7	60.2
新型联络中心模型	14 400	236	95	141	33.7	12.5	37.8

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[2]	潘文雯, 安冰玉, 池臧博, 张明敏, 胡铸鑫. 基于休假排队模型的小区开放效果仿真[J]. 系统仿真学报, 2018, 30(7): 2533-2539.
[3]	李龙跃, 刘付显, 赵慧珍. 弹道导弹防御M/M/N排队系统建模与仿真[J]. 系统仿真学报, 2018, 30(4): 1260-1271.