SWN models of a contact center: A case study

G. Franceschinis, C. Bertoncello, G. Bruno, G. Lungo Vaschetti, A. Pigozzi

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Abstract

In this paper we describe the experience in modeling contact centers through Stochastic Well Formed Net (SWN) models in an industry driven project. The paper describes the problem and shows some of the questions that SWN models could answer but also highlights some limitation of the formalism and the tools used for the analysis. It then discusses the work done to rationalize the model construction and analysis tasks, setting up a methodology and a library of reusable submodels to allow quack development of models of other systems in the same class. We also discuss the acceptance of the proposed approach in the company.

Lingua originaleInglese
Titolo della pubblicazione ospiteProceedings - 9th International Workshop on Petri Nets and Performance Models, PNPM 2001
EditoreInstitute of Electrical and Electronics Engineers Inc.
Pagine39-48
Numero di pagine10
ISBN (elettronico)0769512488, 9780769512488
DOI
Stato di pubblicazionePubblicato - 2001
Evento9th International Workshop on Petri Nets and Performance Models, PNPM 2001 - Aachen, Germany
Durata: 11 set 200114 set 2001

Serie di pubblicazioni

NomeProceedings - 9th International Workshop on Petri Nets and Performance Models, PNPM 2001

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???event.eventtypes.event.conference???9th International Workshop on Petri Nets and Performance Models, PNPM 2001
Paese/TerritorioGermany
CittàAachen
Periodo11/09/0114/09/01

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