Do you like waiting in line? If you said yes, then we seriously question your judgment. The fact is that no one we know likes waiting in line. Whether you’re loitering around the Haunted Mansion ride at Disney, or camping outside of Best Buy at 3 a.m. on Black Friday hoping to score a 60-inch flat screen TV for 10 bucks, waiting in line is seriously annoying. Waiting on hold is equally annoying. Queueing Theory is not.
ueueing theory can be described as the mathematical study of waiting in lines, or queues. It originated with Danish engineer, Agner Krarup Erlang when he created models to define the Copenhagen telephone exchange. Since that time, queueing theory has been applied to such areas as the telecom industry, traffic engineering, computers, and architectural design.
Queueing is comprised of single or multiple server queues. It’s often used in call centers to assist with performance management, agent scheduling, and overall call efficiency to ensure customer satisfaction. Then there’s all of this other technical stuff like Erlang models, Kendall’s notation, and a slew of other mechanics that there is just no need for us to go into here. That’s why we created the infographic that you’re about to peruse.
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<img title=”Call Center Queueing Theory Infographic” alt=”Call Center Queueing Theory Infographic” src=”http://www.specialtyansweringservice.net/wp-content/uploads/infographic-explaining-queueing-theory/queueing-theory-infographic.jpg” width=”710″ />
<pre><em>Image originally posted on <a href=”http://www.specialtyansweringservice.net/infographic-explaining-queueing-theory/”>The SAS Blog</a></em>