@inproceedings{04a8a8b58c6a496a8def97bac59a4189,
title = "SWN models of a contact center: A case study",
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.",
author = "G. Franceschinis and C. Bertoncello and G. Bruno and {Lungo Vaschetti}, G. and A. Pigozzi",
note = "Publisher Copyright: {\textcopyright} 2001 IEEE.; 9th International Workshop on Petri Nets and Performance Models, PNPM 2001 ; Conference date: 11-09-2001 Through 14-09-2001",
year = "2001",
doi = "10.1109/PNPM.2001.953354",
language = "English",
series = "Proceedings - 9th International Workshop on Petri Nets and Performance Models, PNPM 2001",
publisher = "Institute of Electrical and Electronics Engineers Inc.",
pages = "39--48",
booktitle = "Proceedings - 9th International Workshop on Petri Nets and Performance Models, PNPM 2001",
address = "United States",
}