中文摘要：

研究了典型的多技能呼叫中心的评估方法。首先给出了一种状态空间划分的方法，然后通过构建基于马尔科夫过程的状态转移方程来计算稳态概率，接着给出通过稳态概率来对多技能呼叫中心的来话的绩效进行评估的简单方法，最后，设计算例将基于马尔科夫过程的评估方法与仿真方法进行对比。得出结论，本方法是有效的，且拥有更快的计算速度。

英文摘要：

The research focused on a classical multi-skill call center performance evaluation. A method for describing state space was given first. And the state-transfer equation based on markov process was generated. A process of calculating steady- probability and using steady-probability for performance analysis was presented. A compare with simulation method was done at last to show the effect and efficiency of the method.