Analisa Data Call TELKOM 108 Contact Center Medan Menggunakan Teori Antrian

Abstract

Analysis data call TELKOM 108 Contact Center Medan using queuing theory with multiple channel is used to maximize answer calls without lessen the service quality. FCFS (First Come First Service) is used in this service model discipline. The service can be served by one or more service channels and each channel can have one or more server too. Using the queuing theory with multiple channel TELKOM 108 operator will get the effective position and ASR target in the amount of 99%.