Aplikace Markovových modelů pro výpočty provozních parametrů call centra

Abstract

This master's thesis deals with problematics of calculating real call centre parameters in Matlab environment with SimEvents library. Thesis has 2 crucial parts. First one describes variety of queuing models, namely M/M/m, M/M/1, M/M/infinity and M/M/m/k. Then these models are used as example how to make simulation of queueing system in Matlab SimEvents and are compared to expected theoretical values. Second part is about applying real call centre metrics on suitable simulation model and if possible providing way how to optimise given call centre. Entry data of call centre are publically available on internet.