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provided by the call center, by using queueing theory and discrete event dynamic simulation to analyze incoming telephone … traffic to the help desk. Queueing and simulation models using both archival and hand-gathered data over a 1-year period were … threshold. The simulation model was validated in comparison with real-world data. Results suggest that telephone traffic …
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book encompasses a wide array of quantitative methods, including discrete event simulation, queuing analytic theory, linear …
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