基于排队论的故障预处理值班人员优化配置

Optimum-collocation mechanism of failure pretreatment duty based on queuing theory

伴随着集中故障管理项目的推进,为了应对故障配合电话接通率和服务质量等需求,集中故障人工配合方案应运而生。与此同时,故障预处理平台值班人员配置问题随之出现。本文就是利用排队论的相关知识,分析故障预处理平台故障处理配合过程的特点,并建立了该系统的M/M/C/∞/∞/FIFO模型,确定了参数指标和性能指标。通过对通话详情的统计,分析出值班人员进行故障处理配合的工作状况,并对值班人员数量的安排进行了优化分析,得出了合理分配值班人员的方法和依据。

With the advance of centralized fault management project, the plan of artificial cooperation emerged and developed rapidly to deal with the demands that telephone connection rate, quality of service. At the same time, the duty configuration problem of fault pretreatment platform began. The purpose of this paper is to analyze the characteristics of fault handling process of failure pretreatment platform with the knowledge of queuing theory, and establish the system model, M/M/C/∞/∞/FIFO, determine the parameters and performance indicators. With the statistics of call details, it is analyzed by this system model that the work condition of the fault handling duty, optimized the number of the duty, and obtained the reasonable allocation method and basis of the duty.