第六章 結論與建議
第三節 研究限制與建議
一、資料跨度問題
本研究進行時，受到許多限制。首先是資料量跨度不夠的問題。本研究資料 取自 2019 年四、五、六月個案客服中心進線資料。然而若要完整的描述一家客 服中心運作，僅靠三個月的資料是遠遠不夠的。進線資料在月與月之間、季與季 之間甚至年與年之間，都會有不同的波動。這些波動都是具備資料統計上的意 義，應該在模擬分析時被納入考量。建議日後客服中心對於相關進線服務資料需 善加保存，以利資料研究者分析。
二、掛斷等待時間變化是否有影響
在本研究中，掛斷等待時間的變化會對人力配置造成影響，但影響幅度不 大。此發現與之前文獻探討的結論不同，也與我們預期的結果不同。然而這只是 在我們目前所取得的資料下，所做出的結論。如果我們改變研究設計，使變化幅 度達到 30% ，結論是否會不同？如果比較更多的資料跨度，是否會改變結果？
或者公司可以用何種方式來影響掛斷等待時間？先宣布要等多久才能接通的做法 對於掛斷等待時間又有何影響？這些議題都是未來研究者可以探討的方向。
三、應綜合考慮進線間隔時間、服務時間、掛斷等待時間
由於本研究本身的設計，在本研究中僅探討了進線間隔時間兼論掛斷等待時 間。但一個完整的進線、接聽、服務行為會受到此三參數影響，欲研究最佳人力 配置應通盤考慮所有參數。此三參數的綜合討論也是未來研究者可以進行的方 向。
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附錄
情境一敏感度分析表
星期一 0900-0930 arrival-5%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 36 164.47 139.56 19.11 4.98 1.58 0.8617 0.02896 0.75 0.83 0.74 37 166.15 146.32 15.12 4.06 1.21 0.8905 0.0236 0.82 0.85 0.75 38 165.91 148.73 13.52 3.15 1.02 0.9068 0.01792 0.87 0.9 0.84 39 164.89 154.77 7.83 2.01 0.7 0.9459 0.0114 0.94 0.95 0.93 40 166.35 157.57 6.88 1.56 0.56 0.9524 0.00896 0.97 0.98 0.97
arrival-10%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 33 157.03 124.42 24.64 7.31 2.04 0.8107 0.0438 0.59 0.65 0.56 34 157.92 132.69 18.94 5.62 1.62 0.8558 0.03371 0.7 0.73 0.64 35 157.08 136.91 15.41 4.29 1.34 0.8855 0.02579 0.84 0.84 0.8 36 156.12 139.82 12.85 2.99 1 0.9058 0.01812 0.85 0.9 0.83 37 157.92 145.69 9.57 2.41 0.82 0.9315 0.0143 0.9 0.94 0.88
arrival-15%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 32 149.42 122.15 20.64 6.04 1.67 0.8328 0.03873 0.63 0.67 0.6 33 147.94 127.74 15.68 4.01 1.31 0.8767 0.02562 0.78 0.85 0.77 34 148.98 131.36 13.43 3.85 1.16 0.8931 0.02474 0.83 0.82 0.8 35 148.95 135.1 10.81 2.71 0.76 0.9151 0.01745 0.9 0.93 0.88 36 149.57 140.15 7.42 1.86 0.51 0.9437 0.01148 0.95 0.95 0.94
arrival-20%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 31 141.4 119.04 17.02 4.88 1.54 0.8574 0.03282 0.71 0.75 0.68 32 139.13 122.72 12.62 3.53 1.06 0.8937 0.02403 0.78 0.82 0.74 33 140.23 126.76 10.43 2.69 0.86 0.9137 0.01825 0.88 0.89 0.85 34 142.49 131.51 8.59 2.18 0.62 0.9308 0.01439 0.9 0.94 0.89
35 140.33 133.13 5.58 1.48 0.45 0.9544 0.00981 0.95 0.92 0.92 星期一 0930-1000
arrival-5%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 33 149.14 128.21 16.86 3.57 0 0.8647 0.0229 0.76 0.84 0.73 34 146.86 127.92 15.32 3.24 0 0.8788 0.02045 0.75 0.83 0.75 35 148.75 132.39 13.45 2.42 0 0.8959 0.01543 0.83 0.94 0.82 36 144.62 135.94 7.33 1.09 0 0.9436 0.00706 0.97 0.99 0.97 37 147.72 140.93 5.69 1 0 0.9572 0.00629 0.98 0.99 0.97
arrival-10%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 31 140.58 116.55 19.36 4.13 0 0.8371 0.02788 0.64 0.77 0.63 32 140.12 121.71 14.7 3.17 0 0.8745 0.02127 0.74 0.9 0.74 33 140.58 125.63 11.97 2.43 0 0.8988 0.01633 0.88 0.92 0.86 34 138.84 129.62 7.59 1.36 0 0.9368 0.00929 0.94 0.97 0.94 35 139.35 133.07 5.23 0.85 0 0.9584 0.00572 0.96 0.98 0.94
arrival-15%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 29 131.67 107.55 18.84 4.62 0 0.8241 0.03353 0.62 0.73 0.61 30 132.85 112.03 16.7 3.7 0 0.8487 0.02675 0.7 0.83 0.69 31 130.82 117.24 11.35 2.08 0 0.9006 0.01519 0.83 0.93 0.81 32 130.09 121.4 6.78 1.5 0 0.9383 0.01047 0.91 0.95 0.91 33 132.24 123.24 7.45 1.4 0 0.9358 0.00987 0.91 0.93 0.91
arrival-20%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 27 124.61 98.09 20.67 5.18 0 0.7962 0.03929 0.56 0.68 0.54 28 125.31 104.56 16.11 3.94 0 0.8415 0.02981 0.69 0.79 0.68 29 126.11 111.92 11.54 2.4 0 0.8922 0.01813 0.87 0.89 0.85 30 124.72 114.39 8.28 1.78 0 0.9214 0.01354 0.87 0.94 0.87 31 125.37 116.48 7.44 1.36 0 0.9335 0.01006 0.92 0.97 0.91
星期一 1000-1030 arrival-5%
35 163.41 153.53 8.53 1.07 0 0.9433 0.0061 0.95 0.99 0.95
35 155.89 142.8 11.13 1.61 0.06 0.9199 0.00994 0.89 0.96 0.87 36 154.3 146.01 7.04 1.02 0.07 0.9507 0.00601 0.95 0.98 0.95
arrival-15%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 31 144.2 124.55 15.99 3.04 0.22 0.8717 0.01987 0.72 0.88 0.72 32 145.63 126.63 15.64 2.88 0.19 0.8766 0.01866 0.76 0.89 0.76 33 145.9 134.67 9.09 1.66 0.17 0.927 0.01091 0.95 0.97 0.93 34 146.16 138.26 6.56 1.1 0.1 0.9495 0.00703 0.96 0.98 0.95 35 147.02 140.86 5.19 0.77 0.06 0.9613 0.00489 0.96 1 0.96
arrival-20%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 29 136.63 117.33 15.61 3.26 0.26 0.8679 0.02238 0.7 0.84 0.7 30 138.24 120.85 14.4 2.68 0.21 0.8817 0.01833 0.75 0.92 0.74 31 138.04 125.58 10.31 1.97 0.16 0.9152 0.0135 0.83 0.94 0.83 32 137.76 128.85 7.45 1.27 0.13 0.9396 0.00862 0.93 0.98 0.93 33 136.2 131.48 4.03 0.58 0.04 0.9679 0.00399 0.98 0.99 0.98
星期一 1100-1130 arrival-5%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 32 158.03 131.85 20.99 4.52 0.95 0.846 0.02708 0.64 0.8 0.63 33 158.17 136.86 17.31 3.59 0.66 0.8732 0.02186 0.77 0.86 0.75 34 158.31 143.12 12.21 2.47 0.62 0.9114 0.01495 0.87 0.94 0.87 35 158.37 145.41 10.61 1.88 0.43 0.9241 0.01129 0.9 0.96 0.88 36 159.4 151.41 6.54 1.21 0.3 0.9543 0.00711 0.96 0.98 0.96
arrival-10%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 30 151.31 120.78 24.29 5.41 0.98 0.8091 0.03454 0.58 0.71 0.53 31 149.13 126.15 18.12 4.14 0.64 0.8566 0.02637 0.68 0.85 0.68 32 149.03 132.76 13.11 2.81 0.61 0.8996 0.01779 0.84 0.89 0.83 33 150.86 139.11 9.29 1.96 0.53 0.9283 0.01226 0.93 0.95 0.92 34 148.15 140.97 5.89 1.03 0.29 0.9567 0.00637 0.97 0.98 0.97
arrival-15%
31 141.57 128.65 10.38 2.29 0.54 0.9161 0.01528 0.89 0.93 0.89
30 126.91 118.64 6.95 1.12 0.06 0.9389 0.00823 0.92 0.96 0.92 31 131.02 123.86 6.17 0.87 0.03 0.9483 0.00618 0.97 1 0.97
情境二敏感度分析表
星期一 0900-0930 hangup waiting time-5%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 36 170.03 142.59 20.47 6.27 2.49 0.8544 0.03578 0.79 0.72 0.66 37 171.71 145.76 19.15 6.08 2.43 0.8659 0.03388 0.75 0.74 0.68 38 172.52 153.37 13.84 4.91 1.86 0.9031 0.02704 0.88 0.84 0.82 39 171.58 154.58 12.44 4.16 1.82 0.9141 0.02313 0.87 0.85 0.82 40 171.17 158.39 9.42 3.08 1.44 0.936 0.0171 0.92 0.93 0.9
hangup waiting time-10%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 36 171.51 138.42 23.97 8.23 3.23 0.8282 0.04607 0.66 0.6 0.54 37 173.41 146.81 19.31 6.83 3.05 0.8654 0.038 0.78 0.7 0.69 38 169.48 152.43 12.14 4.31 1.83 0.9134 0.02402 0.9 0.85 0.85 39 169.64 155.74 10.23 3.38 1.65 0.93 0.01889 0.92 0.92 0.91 40 169.04 160 6.56 2.17 1.1 0.955 0.01212 0.97 0.95 0.94
hangup waiting time-15%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 36 173.06 141.61 22.09 8.94 3.83 0.8417 0.04961 0.67 0.54 0.5 37 171.87 148.42 16.17 6.73 2.95 0.8837 0.03692 0.82 0.73 0.71 38 169.39 151.48 12.59 4.81 2.27 0.9093 0.02738 0.9 0.82 0.81 39 169.6 157.35 8.46 3.42 1.59 0.9394 0.01916 0.98 0.91 0.9 40 171.26 159.44 8.64 3.02 1.54 0.9419 0.01677 0.96 0.95 0.94
hangup waiting time-20%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 36 172.57 142.01 20.83 9 3.95 0.847 0.05003 0.69 0.56 0.54 37 176.2 148.76 18.23 8.59 3.88 0.8683 0.04632 0.78 0.61 0.6
hangup waiting time-5%
hangup waiting time-10%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合
hangup waiting time-15%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合
hangup waiting time-20%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 hangup waiting time-5%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合
hangup waiting time-10%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 32 173.11 138.21 25.57 8.42 2.94 0.8191 0.04648 0.58 0.58 0.5 33 174.88 144.66 22.22 6.94 2.35 0.8431 0.03826 0.68 0.7 0.62 34 173.52 152.89 15.55 4.62 1.7 0.8932 0.02571 0.86 0.87 0.84 35 170.44 155.92 11.02 3.24 1.09 0.9242 0.01804 0.93 0.93 0.92 36 169.88 158.43 9.03 2.32 0.93 0.9407 0.01299 0.95 0.96 0.94
hangup waiting time-15%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 32 173.4 140.17 23.77 8.32 3.04 0.8292 0.04587 0.6 0.59 0.57 33 171.71 147.37 17.83 5.99 2.33 0.8731 0.03389 0.78 0.76 0.71 34 170.06 153.08 12.64 3.91 1.39 0.9103 0.02216 0.92 0.9 0.88 35 171.91 157.9 10.24 3.52 1.39 0.929 0.01964 0.94 0.93 0.9 36 174.57 161.49 10.09 2.67 1.21 0.9346 0.01448 0.96 0.96 0.95
hangup waiting time-20%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 32 173.27 141.31 22.76 8.69 3.17 0.8349 0.0486 0.69 0.52 0.48 33 172.44 149.2 16.72 6.02 2.23 0.8798 0.03369 0.83 0.78 0.77 34 172.06 152.11 14.69 4.86 1.98 0.8979 0.02711 0.83 0.84 0.8 35 170.9 158.03 9.04 3.42 1.53 0.9358 0.01901 0.95 0.89 0.88 36 171.72 162.43 6.72 2.37 1 0.9539 0.01308 0.96 0.92 0.91
星期一 1030-1100 hangup waiting time-5%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 34 174.11 133.95 31.12 7.77 1.63 0.7833 0.04283 0.49 0.61 0.46 35 170.36 145.82 19.51 4.26 1.02 0.8656 0.02387 0.76 0.89 0.75 36 169.94 150.4 15.66 3.31 0.75 0.8932 0.0187 0.84 0.94 0.84 37 168.87 155.78 10.76 2.09 0.62 0.9284 0.01187 0.92 0.99 0.92 38 170.12 158.87 9.27 1.71 0.42 0.9398 0.00938 0.94 0.97 0.94
hangup waiting time-10%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 34 170.59 135.22 27.22 7.34 1.72 0.807 0.0414 0.56 0.7 0.53
hangup waiting time-15%
hangup waiting time-20%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 hangup waiting time-5%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合
hangup waiting time-10%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合
hangup waiting time-15%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合
hangup waiting time-20%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 33 167.26 135.31 24.01 7.4 1.79 0.8241 0.04235 0.61 0.63 0.57 34 166.39 142.28 18.28 5.35 1.38 0.8675 0.03071 0.71 0.72 0.68 35 165.48 148.33 12.91 3.78 1.16 0.9077 0.02164 0.92 0.84 0.83 36 166.23 153.47 9.53 2.94 0.77 0.9317 0.01665 0.93 0.87 0.85 37 165.46 157.83 6.02 1.42 0.53 0.9593 0.00806 0.99 0.98 0.98
星期一 1130-1200 hangup waiting time-5%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 33 158.2 131.64 20.74 5.23 1.41 0.8462 0.0313 0.68 0.77 0.68 34 158.91 137.61 16.61 4.23 1.38 0.878 0.02535 0.78 0.84 0.74 35 160.53 142.43 14.65 3.04 1.1 0.8973 0.01806 0.86 0.9 0.84 36 158.79 146.88 9.19 2.28 0.64 0.9311 0.01378 0.94 0.95 0.92 37 157.72 148.3 8 1.28 0.52 0.9454 0.00767 0.94 0.98 0.94
hangup waiting time-10%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 33 159.79 129.51 22.94 6.51 1.86 0.8254 0.03929 0.57 0.7 0.52 34 158.34 137.23 16.39 4.2 1.36 0.8784 0.0255 0.81 0.82 0.78 35 160.26 141.78 14.05 3.79 1.2 0.8963 0.02252 0.85 0.86 0.8 36 159.56 146.65 10.14 2.45 0.75 0.9278 0.01432 0.91 0.91 0.89 37 158.96 151.42 5.98 1.37 0.49 0.9578 0.00813 0.98 0.98 0.97
hangup waiting time-15%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 33 156.85 133.55 17.6 4.93 1.74 0.8649 0.03037 0.76 0.78 0.73 34 157.71 137.21 15.59 4.47 1.55 0.8844 0.02684 0.76 0.84 0.75 35 160.27 143.08 13.38 3.54 1.06 0.9034 0.02092 0.83 0.88 0.81 36 157.75 147.98 7.62 1.88 0.68 0.9449 0.01124 0.92 0.94 0.92 37 157.06 150.09 5.59 1.2 0.58 0.961 0.00726 0.96 0.98 0.96
hangup waiting time-20%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 33 160.69 133.13 20.17 6.63 2.33 0.8475 0.03915 0.66 0.69 0.61
情境三敏感度分析表
星期一 0900-0930
arrival-15%, hangup waiting time-5%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合
arrival-15%, hangup waiting time-15%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合
arrival-5%, hangup waiting time-5%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合
arrival-5%, hangup waiting time-15%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合
arrival-15%, hangup waiting time-5%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 29 133.45 114.91 11.1 7.02 3.73 0.8901 0.05 0.85 0.56 0.55
30 133.39 119.51 8.79 4.79 2.49 0.9157 0.03433 0.93 0.74 0.74 31 131.39 121.51 6.06 3.58 1.95 0.9402 0.02633 0.98 0.82 0.82 32 131.33 123.83 4.66 2.64 1.5 0.9554 0.01909 0.98 0.88 0.88 33 131.55 125.94 3.59 2 1.15 0.9679 0.0141 1 0.94 0.94
arrival-15%, hangup waiting time-15%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 29 131.81 114.62 9.67 6.99 3.99 0.8997 0.05071 0.91 0.47 0.47 30 130.51 118.75 7.1 4.56 2.55 0.9305 0.03339 0.95 0.7 0.7 31 131.8 123.38 5.17 3.13 1.84 0.9515 0.02268 0.99 0.87 0.87 32 131.55 123.74 4.52 3.05 1.58 0.9541 0.02206 0.98 0.87 0.87 33 131.52 127.15 2.72 1.52 0.91 0.9754 0.01065 1 0.97 0.97
arrival-5%, hangup waiting time-5%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 32 147.13 126.73 12.67 7.39 3.97 0.8894 0.04788 0.81 0.59 0.58 33 146.77 131.85 9.61 4.89 2.65 0.9178 0.0318 0.92 0.78 0.78 34 145.57 135.33 6.22 3.7 1.98 0.9445 0.02415 0.97 0.84 0.84 35 146.7 138.73 5.07 2.6 1.5 0.957 0.01695 0.99 0.94 0.94 36 148.24 142.49 3.9 1.73 1.03 0.9692 0.01114 1 0.97 0.97
arrival-5%, hangup waiting time-15%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 32 149.34 129.42 11.42 8.1 4.55 0.8973 0.05202 0.88 0.5 0.5 33 146.37 133.3 7.39 5.25 3.32 0.9335 0.03471 0.95 0.69 0.69 34 148.69 136.93 6.98 4.55 2.67 0.9399 0.02913 0.98 0.82 0.82 35 148.21 139.97 4.68 3.39 2.08 0.9594 0.02183 0.99 0.89 0.89 36 146.37 140.59 3.38 2.26 1.33 0.9707 0.01454 1 0.91 0.91
星期一 1000-1030
arrival-15%, hangup waiting time-5%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 28 146.59 120.48 19.33 6.16 1.81 0.8387 0.04001 0.67 0.62 0.58 29 149.74 126.4 17.73 5.07 1.68 0.8583 0.03268 0.78 0.81 0.72 30 147.46 131.39 12.31 3.19 1.15 0.9033 0.02041 0.89 0.92 0.87 31 145.06 134.52 8.21 2.13 0.69 0.936 0.01378 0.94 0.95 0.93
29 146.79 128.3 13.41 4.69 1.46 0.8862 0.03087 0.85 0.79 0.77 30 146.96 132.65 10.42 3.63 1.43 0.9164 0.02314 0.87 0.81 0.8 31 147.41 136.09 8.13 2.83 1.15 0.9337 0.01818 0.94 0.89 0.89 32 146.48 140.32 4.55 1.45 0.44 0.9632 0.00933 0.97 0.99 0.97
arrival-5%, hangup waiting time-5%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合
arrival-5%, hangup waiting time-15%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合
arrival-15%, hangup waiting time-5%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合
arrival-15%, hangup waiting time-15%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合
arrival-5%, hangup waiting time-5%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 33 163.28 133.1 24.17 5.69 1.06 0.8277 0.03311 0.59 0.71 0.57
34 164.83 139.48 20.09 4.66 0.98 0.8567 0.02715 0.72 0.82 0.7 35 163.74 144.34 15.66 3.1 0.85 0.8918 0.01798 0.85 0.93 0.85 36 164.41 150.18 11.42 2.46 0.57 0.9211 0.01409 0.93 0.95 0.92 37 164.17 152.58 9.44 1.86 0.51 0.9357 0.01071 0.94 0.98 0.93
arrival-5%, hangup waiting time-15%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 33 164.39 131.36 25.08 7.33 1.74 0.814 0.04271 0.63 0.64 0.55 34 163.67 140.3 17.69 5.18 1.25 0.8682 0.03052 0.75 0.78 0.71 35 165.95 145.66 15.64 4.24 1.35 0.89 0.02414 0.83 0.87 0.81 36 164.55 149.94 11.28 2.91 0.74 0.9199 0.01665 0.89 0.93 0.88 37 164.89 155.05 7.72 1.81 0.54 0.9456 0.0105 0.96 1 0.96
星期一 1100-1130
arrival-15%, hangup waiting time-5%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 29 140.3 117.78 17.56 4.46 0.82 0.8504 0.03021 0.67 0.74 0.65 30 140.88 122.22 14.81 3.43 0.58 0.8771 0.02293 0.78 0.85 0.77 31 140.42 127.74 10.16 2.42 0.45 0.9183 0.01603 0.89 0.88 0.86 32 142.36 134.14 6.47 1.42 0.35 0.946 0.00972 0.94 0.96 0.92 33 142.19 135.75 5.23 1.16 0.25 0.9588 0.00763 0.97 0.98 0.97
arrival-15%, hangup waiting time-15%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 29 140.92 119.37 16.4 4.6 0.91 0.8597 0.03105 0.72 0.76 0.71 30 142.44 124.93 13.54 3.72 0.84 0.887 0.02485 0.83 0.84 0.79 31 141.14 130.4 8.18 2.19 0.54 0.9311 0.01464 0.92 0.9 0.86 32 141.97 133.02 6.94 1.75 0.38 0.9426 0.01159 0.96 0.95 0.93 33 143.24 137.87 4.2 1.04 0.24 0.9658 0.00679 0.98 0.98 0.98
arrival-5%, hangup waiting time-5%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 32 155.83 132.49 18.18 4.4 0.79 0.862 0.02653 0.75 0.8 0.72 33 159.23 138.61 16.14 3.9 0.76 0.88 0.02327 0.74 0.84 0.72 34 159.46 143.84 12.53 2.68 0.55 0.9103 0.0158 0.88 0.93 0.88 35 156.75 146.56 8.32 1.43 0.28 0.9391 0.00873 0.94 0.97 0.92
33 161.43 139.35 16.94 4.71 0.99 0.8729 0.02809 0.77 0.77 0.71 34 157.31 144.85 9.76 2.3 0.5 0.927 0.01384 0.93 0.95 0.92 35 159.16 149.79 7.35 1.69 0.44 0.9466 0.01006 0.98 0.97 0.96 36 158.1 150.42 6.26 1.32 0.34 0.9557 0.00792 0.98 0.99 0.97
星期一 1130-1200
arrival-15%, hangup waiting time-5%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 29 136.62 114.26 16.77 4.87 1.39 0.8507 0.03407 0.69 0.73 0.64 30 136.57 120.04 12.64 3.42 0.93 0.8919 0.02312 0.79 0.81 0.78 31 136.39 123.55 10.05 2.5 0.84 0.917 0.01713 0.85 0.9 0.83 32 135.6 126.9 7.12 1.37 0.43 0.9416 0.0095 0.94 0.98 0.94 33 134.59 129.82 3.84 0.87 0.39 0.9692 0.00608 0.99 0.98 0.97
arrival-15%, hangup waiting time-15%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 29 136.36 113.18 17.52 5.31 1.6 0.8473 0.03672 0.69 0.72 0.64 30 137.04 120.28 12.26 4.14 1.39 0.8936 0.02797 0.81 0.8 0.76 31 135.3 125.37 7.44 2.3 0.79 0.9354 0.01612 0.93 0.93 0.9 32 137.83 128.59 7.18 1.94 0.74 0.9425 0.01292 0.93 0.94 0.91 33 136.89 130.87 4.72 1.13 0.39 0.9612 0.00768 0.97 0.97 0.97
arrival-5%, hangup waiting time-5%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 32 153.23 124.24 22.59 5.66 1.61 0.8283 0.03479 0.67 0.73 0.62 33 152.08 131.88 15.8 3.81 1 0.879 0.02357 0.8 0.86 0.78 34 154.69 137.62 13.22 3.22 0.87 0.9003 0.01971 0.83 0.88 0.81 35 153.42 143.09 8.19 1.96 0.82 0.941 0.01199 0.91 0.96 0.91 36 153.18 144.78 6.61 1.52 0.57 0.952 0.00915 0.96 0.97 0.96
arrival-5%, hangup waiting time-15%
人數 nComeIn nOK nLate nAbandoned n20hangup SL HR SL>0.8 HR<0.05 完全符合 32 153.1 127.15 19.81 5.58 1.91 0.8497 0.034 0.72 0.75 0.69 33 153.28 132.48 15.84 4.51 1.29 0.878 0.02784 0.8 0.8 0.76 34 153.21 137.75 11.97 3.12 1.08 0.9099 0.01931 0.86 0.87 0.81 35 155.22 141.71 10.36 2.91 0.94 0.9223 0.01776 0.89 0.88 0.87 36 153.42 144.51 6.91 1.85 0.74 0.9492 0.01143 0.96 0.97 0.95
最適分配表
星期一
小時 進線量間隔時間 服務時間 掛斷等待時間
9:00-9:30 exponential(0.0953) gamma(1.839,135.86)
+uniform(90,120) weibull (1.3753,96.099,8.0828)
9:30-10:00 exponential(0.08571) gamma(1.7547,143.16)
+uniform(90,120) triangular(28.0,28.0,188.0)
10:00-10:30 exponential(0.09604) erlang(104.02,2)+unifo
rm(90,120) weibull(1.5234 ,75.573 ,18.835)
10:30-11:00 exponential(0.09505) erlang(114.65,2)+unifo
rm(90,120) weibull(1.4407,93.044,16.221)
11:00-11:30 exponential(0.0921)
erlang
(111.63,2)+uniform(90 ,120)
weibull(1.5681,95.259,9.602)
11:30-12:00 exponential(0.08843) erlang(117.5,2)+unifor
m(90,120) weibull(1.4368,97.925,17.324)
12:00-12:30 exponential(0.06054) gamma(2.1658,114.09)
+uniform(90,120) weibull (1.5699,133.09,16.418)
12:30-13:00 exponential(0.05241) gamma(2.2821,103.38)
+uniform(90,120) weibull(1.7124,116.4,12.712)
13:00-13:30 exponential(0.06508) gamma(2.1969,111.5)+
uniform(90,120) weibull(1.2907,91.846,17.019)
14:30-15:00 exponential(0.08227) gamma(1.3374,190.05)
+uniform(90,120) weibull(1.476,82.382,5.5924)
15:00-15:30 exponential(0.07794) gamma(1.4141,176.91)
+uniform(90,120) weibull(1.4739,73.131,16.338)
15:30-16:00 exponential(0.0716) gamma(1.4618,170.87)
+uniform(90,120) weibull(0.75885,35.609,26.0)
16:00-16:30 exponential(0.07378) erlang(127.81,2)+unifo
rm(90,120) weibull(1.4748,55.139,20.386)
16:30-17:00 exponential(0.06735) gamma(1.9865,130.02)
+uniform(90,120) weibull(1.5883,64.711,4.3119)
17:00-17:30 exponential(0.05242) gamma(1.5596,167.56) +uniform(90,120) 83.5
17:30-18:00 exponential(0.03782) gamma(1.7862,136.91)
+uniform(90,120) weibull(0.76538,62.002,21.0)
18:00-18:30 exponential(0.03067) gamma(1.7314,151.98) +uniform(90,120)
weibull(1.1358 ,105.38 ,32.5 88)
18:30-19:00 exponential(0.02559) gamma(1.5599,191.85)
+uniform(90,120) weibull(1.6239,204.6,12.085)
19:00-19:30 exponential(0.02241) gamma(1.7246,173.44)
+uniform(90,120) weibull(1.3187,151.24,22.863)
19:30-20:00 exponential(0.02743) erlang(135.07,2)+unifo
rm(90,120) weibull(1.3963,209.3,20.874)
20:00-20:30 exponential(0.02458) gamma(1.7957,165.82)
+uniform(90,120) weibull(1.2122,216.79,21.597)
20:30-21:00 exponential(0.02071) gamma(1.7957,165.82)
+uniform(90,120) weibull(1.2264,193.81,10.484)
星期二
小時 進線量間隔時間 服務時間 掛斷等待時間
9:00-9:30 exponential(0.0791) gamma(1.8278,129.9 2)+uniform(90,120) 37
9:30-10:00 exponential(0.07192) gamma(1.7052,141.2
)+uniform(90,120) weibull(1.9305,47.046,0.57124)
10:00-10:30 exponential(0.07881) gamma(2.1568,109.8
8)+uniform(90,120) weibull(0.94734,61.813,5.0)
10:30-11:00 exponential(0.08105) gamma(1.7178,141.8
3)+uniform(90,120) weibull(1.1561,79.047,16.754)
11:00-11:30 exponential(0.07633) erlang(113.98,2)+uni
form(90,120) weibull(1.6156,81.898,19.867)
11:30-12:00 exponential(0.07399) erlang(120.27,2)+uni
form(90,120) weibull(1.342,72.789,4.1914)
12:00-12:30 exponential(0.0517) erlang(115.69,2)+uni
form(90,120) weibull(1.4297,89.196,21.133)
12:30-13:00 exponential(0.04577) gamma(1.8314,131.9
7)+uniform(90,120) weibull(1.0999,75.102,23.764)
13:00-13:30 exponential(0.05079) gamma(2.1005,113.3
8)+uniform(90,120) weibull(1.7646,60.915,20.465)
13:30-14:00 exponential(0.06572) gamma(1.6379,148.3
7)+uniform(90,120) triangular(20.158,12.0,190.0)
14:00-14:30 exponential(0.0738) gamma(1.8614,139.0
)+uniform(90,120) triangular(24.0,24.0,221.0)
15:30-16:00 exponential(0.0677) gamma(1.6134,161.5
3)+uniform(90,120) weibull(0.57286,42.86,25.0)
16:00-16:30 exponential(0.06318) gamma(1.9935,131.8
5)+uniform(90,120) weibull(0.72485,68.91,6.0)
16:30-17:00 exponential(0.06097) erlang(119.81,2)+uni
form(90,120) weibull(0.88378,86.891,18.0)
17:00-17:30 exponential(0.04616) gamma(1.5043,167.5 5)+uniform(90,120) 0
17:30-18:00 exponential(0.03863) gamma(1.6354,156.4
)+uniform(90,120) weibull(1.6621,142.54,15.41)
18:00-18:30 exponential(0.02911) gamma(1.8644,138.6
4)+uniform(90,120) weibull(1.7341,113.48,13.883)
18:30-19:00 exponential(0.02334) gamma(1.7644,145.6
)+uniform(90,120) weibull(1.3936,196.35,20.287)
19:00-19:30 exponential(0.02429) gamma(1.6019,180.1
8)+uniform(90,120) weibull(1.6341,194.54,9.4218)
19:30-20:00 exponential(0.02446) gamma(2.0311,141.4
6)+uniform(90,120) weibull(1.3958,216.8,15.968)
20:00-20:30 exponential(0.02239) gamma(1.8318,157.5
4)+uniform(90,120) weibull(1.2502,229.74,16.319)
20:30-21:00 exponential(0.01925) gamma(2.717,96.531
)+uniform(90,120) weibull(1.6211,195.79,11.445)
星期三
小時 進線量間隔時間 服務時間 掛斷等待時間
9:00-9:30 exponential(0.07169) erlang(119.46,2)+uni
form(90,120) 23.5
9:30-10:00 exponential(0.06628) gamma(2.3554,98.48 1)+uniform(90,120) 88
10:00-10:30 exponential(0.07371) gamma(1.3183,181.6
9)+uniform(90,120) weibull(1.2479,22.72,18.331)
10:30-11:00 exponential(0.07661) erlang(118.17,2)+uni
form(90,120) weibull(1.5234,36.863,9.1935)
11:00-11:30 exponential(0.07284) gamma(1.2956,182.6
8)+uniform(90,120) weibull(0.9452,50.188,26.0)
11:30-12:00 exponential(0.0694) erlang(114.73,2)+uni
form(90,120) triangular(16.5,7.2,255.0)
12:00-12:30 exponential(0.046) erlang(122.14,2)+uni
form(90,120) weibull(1.4857,97.411,14.007)
12:30-13:00 exponential(0.04147)
lognormal(0.60363,5.
3857,-23.675)+unifor m(90,120)
weibull(1.4455,86.44,24.423)
13:00-13:30 exponential(0.04918)
lognormal(0.66679,5.
3448,-13.741)+unifor m(90,120)
weibull(1.8431,71.376,6.3579)
13:30-14:00 exponential(0.0629)
lognormal(0.64434,5.
4104,20.743)+unifor m(90,120)
weibull(1.3106,71.886,14.29)
14:30-15:00 exponential(0.06658) gamma(1.5655,166.3
2)+uniform(90,120) triangular(32.0,6.5231,146.36)
15:00-15:30 exponential(0.06566) gamma(1.5713,161.3
9)+uniform(90,120) uniform(12.323,160.04)
15:30-16:00 exponential(0.06592) gamma(1.5857,161.1
9) +uniform(90,120) triangular(29.0,28.987,145.15)
16:00-16:30 exponential(0.05956) gamma(1.5878,167.1
1) +uniform(90,120) triangular(53.333,7.2,202.0)
16;30-17:00 exponential(0.06067) gamma(1.4281,188.1
6)+uniform(90,120) uniform(12.18,149.08)
17:00-17:30 exponential(0.04648) gamma(2.1543,121.6
7)+uniform(90,120) 92.67
17;30-18:00 exponential(0.03611) gamma(2.14,116.91)
+uniform(90,120) gamma(2.2512,55.153,15.196)
18:00-18:30 exponential(0.02818) erlang(129.41,2)+uni
form(90,120) gamma(3.2093,48.439)
18:30-19:00 exponential(0.02352) gamma(1.7255,161.4
6)+uniform(90,120) gamma( 2.918 ,66.386)
19:00-19:30 exponential(0.02458) gamma(1.6883,173.2 5)+uniform(90,120)
gamma(1.9187,101.69 ,20.126 )
19:30-20:00 exponential(0.023) gamma(1.8622,172.8
6)+uniform(90,120) gamma(2.9156,74.787)
20:00-20:30 exponential(0.01908) gamma(1.4046,208.7
5)+uniform(90,120) weibull(1.2498,180.15,22.406)
20:30-21:00 exponential(0.01707) gamma(1.9981,130.9
5)+uniform(90,120) gamma(2.1199,77.043)
星期四
小時 進線量間隔時間 服務時間 掛斷等待時間
9:00-9:30 exponential(0.07696) gamma(1.5488,156.8 9)+uniform(90,120)
triangular(114.05,14.703,114.05 )
9:30-10:00 exponential(0.07428) gamma(1.6687,141.7 3)+uniform(90,120)
beta(0.40578,0.58037,27.0,118.
0)
10:00-10:30 exponential(0.0761) erlang(113.12,2)+uni
form(90,120) weibull(1.6785,72.764,1.1503)
10:30-11:00 exponential(0.08174) gamma(1.5771,152.3
5)+uniform(90,120) weibull(1.8084,117.75,15.59)
11:00-11:30 exponential(0.07978) gamma(2.1713,108.9
1)+uniform(90,120) weibull(1.7092,68.681 ,19.459)
11:30-12:00 exponential(0.07358) erlang(112.89,2)+uni
form(90,120) weibull(1.6577,130.29)
12:00-12:30 exponential(0.04716) gamma(1.5857,147.4
8)+uniform(90,120) gamma(2.3577, 33.243,9.6978)
12:30-13:00 exponential(0.03992) gamma(1.0532,237.7
7)+uniform(90,120) gamma(3.3393,30.008)
13:00-13:30 exponential(0.04845) gamma(2.3034,102.3
2)+uniform(90,120) weibull(2.4919,100.27,3.558)
13:30-exponential(0.06312) erlang(127.8,2)+unif
gamma(2.7876,37.514)
14:30-15:00 exponential(0.06407) gamma(1.8204,134.7
1)+uniform(90,120) beta(1.4392,1.1271,4.8,208.0)
15:00-15:30 exponential(0.06864) erlang(121.97,2)+uni
form(90,120) gamma(1.2064,44.546,14.314)
15:30-16:00 exponential(0.06232) gamma(1.6222,159.4
8)+uniform(90,120) gamma(1.3508,34.712)
16:00-16:30 exponential(0.06018) gamma(1.6331,161.8 7)+uniform(90,120) 52
16:30-17:00 exponential(0.06071) gamma(1.3581,187.6
3)+uniform(90,120) gamma(3.9179,18.219)
17:00-17:30 exponential(0.0438) gamma(1.3665,197.2 5)+uniform(90,120) 67
17:30-18:00 exponential(0.03442) gamma(1.6819,159.3
3)+uniform(90,120) weibull(1.8446,115.74,5.3442)
18:00-18:30 exponential(0.02889) gamma(1.2685,218.3
1)+uniform(90,120) gamma(2.1455,51.823)
18:30-19:00 exponential(0.02334) gamma(2.1039,129.5
6)+uniform(90,120) weibull(1.3842,148.98,15.811)
19:00-19:30 exponential(0.02143) gamma(1.7219,170.6
)+uniform(90,120) weibull(1.2647,157.4 ,20.678)
19:30-20:00 exponential(0.02085) gamma(1.1303,258.5
9)+uniform(90,120) weibull(1.4028 ,156.92,26.948)
20:00-20:30 exponential(0.019) gamma(1.0316,275.8
5)+uniform(90,120) weibull(1.5389,178.28,0.81207)
20:30-21:00 exponential(0.01688) gamma(1.7477,175.8
5)+uniform(90,120) triangular(29.0, 29.0,437.0)
星期五
小時 進線量間隔時間 服務時間 掛斷等待時間
9:00-9:30 exponential(0.06907) gamma(1.7774,136.2 2)+uniform(90,120) 0
9:30-10:00 exponential(0.07109) erlang(113.76,2)+uni
form(90,120) weibull(0.51296 ,12.803 ,28.0)
10:00-10:30 exponential(0.07499) gamma(1.5374,149.4 1)+uniform(90,120)
weibull(1.8216, 85.19 ,6.181)
10:30-11:00 exponential(0.07854) gamma(1.5786,148.1
)+uniform(90,120) gamma(22.182 ,1.6304)
11:00-11:30 exponential(0.07208) gamma(1.6048,145.8
4)+uniform(90,120) gamma(2.7359,38.987)
11:30-12:00 exponential(0.06785) gamma(1.8185,129.7
5)+uniform(90,120) weibull(1.3281, 54.66,19.849)
12:00-12:30 exponential(0.04683) gamma(1.5794,154.5
9)+uniform(90,120) gamma(3.9056,22.004)
12:30-13:00 exponential(0.03968) gamma(1.6315,150.7
3)+uniform(90,120) weibull(1.4533,98.018,19.84)
13:00-13:30 exponential(0.0489) gamma(1.3667,178.2
4)+uniform(90,120) gamma(3.1803,32.603)
13:30-14:00 exponential(0.06577) gamma(1.6674,145.9
2)+uniform(90,120) weibull(0.90046,46.457,20.0) gamma(1.4184 ,17
14:30-15:00 exponential(0.06676) erlang(116.03,2)+uni
form(90,120) gamma(2.3249,10.581)
15:00-15:30 exponential(0.06395) gamma(1.6016,160.4
5)+uniform(90,120) 20.5
15:30-16:00 exponential(0.06344) gamma(1.9598,134.8
4)+uniform(90,120) 41.3
16:00-16:30 exponential(0.06092) gamma(1.5322,165.8
8)+uniform(90,120) gamma(6.7106,14.661)
16:30-17:00 exponential(0.05668) gamma(1.5601,165.1
1)+uniform(90,120) weibull(1.5401,65.751,38.414)
17:00-17:30 exponential(0.04201) gamma(1.6552,157.2
5)+uniform(90,120) 32.3
17:30-18:00 exponential(0.03494) gamma(1.867,138.99
)+uniform(90,120) gamma(1.707,58.418,14.575)
18:00-18:30 exponential(0.02627) gamma(1.4455,187.1
2)+uniform(90,120) gamma(1.248,65.079,30.225)
18:30-19:00 exponential(0.02016) gamma(1.5999,182.4
6)+uniform(90,120) gamma(2.1253,81.752)
19:00-19:30 exponential(0.01958) gamma(1.8858,158.4
7)+uniform(90,120) weibull(1.6312,192.22,5.8582)
19:30-20:00 exponential(0.01697) gamma(1.7807,167.7
9)+uniform(90,120) gamma(2.1123,78.655)
20:00-20:30 exponential(0.01572) gamma(1.1902,268.5 1)+uniform(90,120)
weibull(1.2268,156.03 ,23.777 )
20:30-21:00 exponential(0.01375) gamma(1.6007,183.3
3)+uniform(90,120) gamma(2.6982,57.423,15.24)