中文摘要：

对一类具有“前台接入，后台拨出”特征的串联呼叫中心前后台工作内容再分配问题进行了建模研究，应用服务速率集成近似的马尔可夫性能解析算法，探讨了面向再分配结果的优化策略。首先在集成近似的基础上采用矩阵几何求解了某一金融业务电话咨询系统中顾客的平均等待队长、服务台利用率等主要系统性能指标，并使用Arena仿真验证了服务速率集成近似方法的准确性。其次，应用了优化算法从系统整体经济损失最小化的角度探究了最优工作再分配策略，并验证了优化算法的有效性和适用性，为这类特殊呼叫中心的性能优化问题提供了决策参考和理论依据。

英文摘要：

The special structural call center system characterized by a tandem queue networkwas modeled. The process time of different types of customers was aggregated. The MatrixGeometric method was applied to achieve the performance indicators, such as the customers gaverage queue length and staff utilizations. Through numerical experiments, it was validated thatthe aggregate approximation method is feasible for evaluate the utilization indicators but theaccuracy of the evaluation of queue length depended mainly on the variability of the processtimes. Using the performance evaluation method, the optimization problem of the tradeoff ofperformance improvement and cost of training fee was studied. Finally, an optimization algorithmwas developed and verified to achieve the optimal workload reallocation solution.