Performability evaluation of emergency call center

被引：12

作者：

Lima, Marcus A. de Q. V. ^{[1
]}

Maciel, Paulo R. M. ^{[1
]}

Silva, Bruno ^{[1
]}

Guimaraes, Almir P. ^{[2
]}

机构：

[1] Univ Fed Pernambuco, Ctr Informat, Recife, PE, Brazil

[2] Univ Fed Alagoas, Arapiraca, AL, Brazil

来源：

PERFORMANCE EVALUATION | 2014年 / 80卷

关键词：

Performance; Availability; Performability evaluation; Call center; SYSTEMS;

D O I：

10.1016/j.peva.2014.07.023

中图分类号：

TP3 [计算技术、计算机技术];

学科分类号：

0812 ;

摘要：

Emergency call centers serve people in utmost circumstances; hence they should be highly dependable. Availability and performance are key aspects in call centers. Architectural models, service policies, and redundancies are attributes for defining and evaluating the overall operation of such systems. In this work, we performed the performability evaluation of an important emergency call center located in a large city in Brazil. The results showed that the system's downtime is considered high, so, we proposed a new architecture to improve the system's performability. The results obtained in this paper can be used to provide support for decisions on interventions in the emergency call center to improve its performability. It is expected that the models presented in this paper will be useful in a variety of emergency call centers. (C) 2014 Elsevier B.V. All rights reserved.

引用

页码：27 / 42

页数：16

共 26 条

[1]

[Anonymous], TIMENET 4 0 SOFTWARE

[2]

[Anonymous], DAT TABL CALC SUBJ

[3]

[Anonymous], 1991, The Art of Computer Systems Performance Analysis: Techniquesfor Experimental Design, Measurement, Simulation, and Modeling

[4]

[Anonymous], 2003, Optimal Reliability Modeling: Principles and Applications

[5]

Bolch G., 2006, Queueing Networks and Markov Chains: Modeling and Performance Evaluation with Computer Science Applications

[6] Managing your IT total cost of ownership [J].

David, JS ;

Schuff, D ;

St Louis, R .

COMMUNICATIONS OF THE ACM, 2002, 45 (01) :101-106

[7]

Desrochers A.A., 1995, APPL PETRI NETS MANU

[8]

Dhillon BS., 2002, ENG MAINTENANCE MODE

[9]

Figueirêdo J, 2011, IEEE SYS MAN CYBERN, P421, DOI 10.1109/ICSMC.2011.6083702

[10]

FLORIN G, 1989, P 3 INT WORKSH PETR, P29

← 1 2 3 →