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Predictive Dialing
Uppsala University, Disciplinary Domain of Science and Technology, Mathematics and Computer Science, Department of Information Technology.
2010 (English)Independent thesis Advanced level (degree of Master (One Year)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

An algorithm for predictive dialing in a call center context is examined by simulation, both in an outbound environment, and a blend inbound/outbound environment. Busy factor and abandonment rate is related to different choices of parameters. Two modifications of the algorithm are proposed and compared, one that takes into account enqueueing of calling customers for an inbound/outbopund environment, and one that makes the call rate dependent upon the agent occupancy level.

Place, publisher, year, edition, pages
2010.
Series
IT ; 10 047
Identifiers
URN: urn:nbn:se:uu:diva-132166OAI: oai:DiVA.org:uu-132166DiVA, id: diva2:357150
Uppsok
Technology
Supervisors
Examiners
Available from: 2010-10-15 Created: 2010-10-15 Last updated: 2010-10-15Bibliographically approved

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Type fulltextMimetype application/pdf

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CiteExportLink to record
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  • apa
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