Método y sistema para reducir tiempos de procesamiento de solicitudes en líneas de espera.
Given that generally the customer service's resources cannot give service to all service demands, all the time, the queues are generated, also known as waiting lines. These queues are present in several aspects of the daily life. From a phenomenon present in optical communication systems, known...
- Autores:
-
Pinto Serrano, Mario Augusto
- Tipo de recurso:
- Doctoral thesis
- Fecha de publicación:
- 2022
- Institución:
- Universidad Antonio Nariño
- Repositorio:
- Repositorio UAN
- Idioma:
- spa
- OAI Identifier:
- oai:repositorio.uan.edu.co:123456789/6837
- Acceso en línea:
- http://repositorio.uan.edu.co/handle/123456789/6837
- Palabra clave:
- atención al cliente- Método
658.5038
customer service's
- Rights
- openAccess
- License
- Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0)
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Método y sistema para reducir tiempos de procesamiento de solicitudes en líneas de espera. |
| title |
Método y sistema para reducir tiempos de procesamiento de solicitudes en líneas de espera. |
| spellingShingle |
Método y sistema para reducir tiempos de procesamiento de solicitudes en líneas de espera. atención al cliente- Método 658.5038 customer service's |
| title_short |
Método y sistema para reducir tiempos de procesamiento de solicitudes en líneas de espera. |
| title_full |
Método y sistema para reducir tiempos de procesamiento de solicitudes en líneas de espera. |
| title_fullStr |
Método y sistema para reducir tiempos de procesamiento de solicitudes en líneas de espera. |
| title_full_unstemmed |
Método y sistema para reducir tiempos de procesamiento de solicitudes en líneas de espera. |
| title_sort |
Método y sistema para reducir tiempos de procesamiento de solicitudes en líneas de espera. |
| dc.creator.fl_str_mv |
Pinto Serrano, Mario Augusto |
| dc.contributor.advisor.spa.fl_str_mv |
Gutiérrez Salamanca, Rafael María Hernández Duarte, Andrés Ignacio Gómez Cajas, Diego Ferney |
| dc.contributor.author.spa.fl_str_mv |
Pinto Serrano, Mario Augusto |
| dc.subject.es_ES.fl_str_mv |
atención al cliente- Método |
| topic |
atención al cliente- Método 658.5038 customer service's |
| dc.subject.ddc.es_ES.fl_str_mv |
658.5038 |
| dc.subject.keyword.es_ES.fl_str_mv |
customer service's |
| description |
Given that generally the customer service's resources cannot give service to all service demands, all the time, the queues are generated, also known as waiting lines. These queues are present in several aspects of the daily life. From a phenomenon present in optical communication systems, known as contention (When two or more packets are simultaneously at the same point), are proposed algorithms in order to deal with the contention. These algorithms are classified in two categories: pre-reservation and post-reservation. In the pre-reservation algorithms, the output channel is reserved before the packet ingress, in contrast with the pos-reservation algorithms, where the reservation is postponed, until after the ingress of the packet to the system. Based on the theoretical foundations of the post-reservation algorithms, and making abstractions of the used concepts, we propose a queue management system, focused on high complexity operative services, with high demands and interactions between the components |
| publishDate |
2022 |
| dc.date.accessioned.none.fl_str_mv |
2022-08-25T21:33:01Z |
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2022-08-25T21:33:01Z |
| dc.date.issued.spa.fl_str_mv |
2022-07-06 |
| dc.type.spa.fl_str_mv |
Tesis y disertaciones (Maestría y/o Doctorado) |
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http://purl.org/coar/resource_type/c_db06 |
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Tesis/Trabajo de grado - Monografía - Doctorado |
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http://purl.org/coar/resource_type/c_db06 |
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http://repositorio.uan.edu.co/handle/123456789/6837 |
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Akar, N., & Gunalay, Y. (2013). Dimensioning shared-per-node recirculating fiber delay line buffers in an optical packet switch. Performance Evaluation, 70(12), 1059-1071. Al-Shaikhli, A., & Esmailpour, A. (2015). Quality of Service management in 5G broadband converged networks. 2015 36th IEEE Sarnoff Symposium, 56–61. https://doi.org/10.1109/SARNOF.2015.7324643 Alqaydi, F., Salah, K., & Zemerly, J. (2015). Queuing Theory Algorithm to find the minimal number of VMs to satisfy SLO response time. https://doi.org/10.13140/RG.2.1.4476.7847 Arcese M.,Pichetti L., (2015), U.S, US9,009,717 B2, Managing scheduling of processes, New York, Mark and patents office. Baccelli, F., Kauffmann, B., & Veitch, D. (2009). Inverse Problems in Queueing Theory and Internet Probing. Queueing Syst. Theory Appl., 63(1–4), 59–107. https://doi.org/10.1007/s11134-009- 9150-9 Backer, A. M. T. R. (2017). QUEUE AND RESERVATION MANAGEMENT SYSTEM. Retrieved from http:// Bao, L (2014), U.S, US 8,886,899 B1, Managing memory requests based on priority, Westford, MA, Mark and patents office. Barcelo, F., & Ramon, A. (1997). PRMA performance evaluation based on queueing theory. 1997 IEEE International Conference on Personal Wireless Communications (Cat. No.97TH8338), 455–459. https://doi.org/10.1109/ICPWC.1997.655561 Blake, S. (2008). TRAFFIC MANAGER AND METHOD FOR PERFORMING ACTIVE QUEUE MANAGEMENT OF DISCARD-ELIGIBLE TRAFFIC. Retrieved from http:// Blesa, M., Calzada, D., Fernández, A., López, L., Martínez, A. L., Santos, A., … Thraves, C. (2009). Adversarial Queueing Model for Continuous Network Dynamics. Theory of Computing Systems, 44(3), 304–331. https://doi.org/10.1007/s00224-007-9046-1 |
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Akar, N., & Gunalay, Y. (2013). Dimensioning shared-per-node recirculating fiber delay line buffers in an optical packet switch. Performance Evaluation, 70(12), 1059-1071. Al-Shaikhli, A., & Esmailpour, A. (2015). Quality of Service management in 5G broadband converged networks. 2015 36th IEEE Sarnoff Symposium, 56–61. https://doi.org/10.1109/SARNOF.2015.7324643 Alqaydi, F., Salah, K., & Zemerly, J. (2015). Queuing Theory Algorithm to find the minimal number of VMs to satisfy SLO response time. https://doi.org/10.13140/RG.2.1.4476.7847 Arcese M.,Pichetti L., (2015), U.S, US9,009,717 B2, Managing scheduling of processes, New York, Mark and patents office. Baccelli, F., Kauffmann, B., & Veitch, D. (2009). Inverse Problems in Queueing Theory and Internet Probing. Queueing Syst. Theory Appl., 63(1–4), 59–107. https://doi.org/10.1007/s11134-009- 9150-9 Backer, A. M. T. R. (2017). QUEUE AND RESERVATION MANAGEMENT SYSTEM. Retrieved from http:// Bao, L (2014), U.S, US 8,886,899 B1, Managing memory requests based on priority, Westford, MA, Mark and patents office. Barcelo, F., & Ramon, A. (1997). PRMA performance evaluation based on queueing theory. 1997 IEEE International Conference on Personal Wireless Communications (Cat. No.97TH8338), 455–459. https://doi.org/10.1109/ICPWC.1997.655561 Blake, S. (2008). TRAFFIC MANAGER AND METHOD FOR PERFORMING ACTIVE QUEUE MANAGEMENT OF DISCARD-ELIGIBLE TRAFFIC. Retrieved from http:// Blesa, M., Calzada, D., Fernández, A., López, L., Martínez, A. L., Santos, A., … Thraves, C. (2009). Adversarial Queueing Model for Continuous Network Dynamics. Theory of Computing Systems, 44(3), 304–331. https://doi.org/10.1007/s00224-007-9046-1 instname:Universidad Antonio Nariño reponame:Repositorio Institucional UAN repourl:https://repositorio.uan.edu.co/ |
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spa |
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https://creativecommons.org/licenses/by-nc-nd/4.0/ |
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Universidad Antonio Nariño |
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Doctorado en Ciencia Aplicada |
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Doctorado en Ciencia Aplicada |
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Bogotá - Circunvalar |
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Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0)Acceso abiertohttps://creativecommons.org/licenses/by-nc-nd/4.0/info:eu-repo/semantics/openAccesshttp://purl.org/coar/access_right/c_abf2Gutiérrez Salamanca, Rafael MaríaHernández Duarte, Andrés IgnacioGómez Cajas, Diego FerneyPinto Serrano, Mario Augusto130014287902022-08-25T21:33:01Z2022-08-25T21:33:01Z2022-07-06http://repositorio.uan.edu.co/handle/123456789/6837Akar, N., & Gunalay, Y. (2013). Dimensioning shared-per-node recirculating fiber delay line buffers in an optical packet switch. Performance Evaluation, 70(12), 1059-1071.Al-Shaikhli, A., & Esmailpour, A. (2015). Quality of Service management in 5G broadband converged networks. 2015 36th IEEE Sarnoff Symposium, 56–61. https://doi.org/10.1109/SARNOF.2015.7324643Alqaydi, F., Salah, K., & Zemerly, J. (2015). Queuing Theory Algorithm to find the minimal number of VMs to satisfy SLO response time. https://doi.org/10.13140/RG.2.1.4476.7847Arcese M.,Pichetti L., (2015), U.S, US9,009,717 B2, Managing scheduling of processes, New York, Mark and patents office.Baccelli, F., Kauffmann, B., & Veitch, D. (2009). Inverse Problems in Queueing Theory and Internet Probing. Queueing Syst. Theory Appl., 63(1–4), 59–107. https://doi.org/10.1007/s11134-009- 9150-9Backer, A. M. T. R. (2017). QUEUE AND RESERVATION MANAGEMENT SYSTEM. Retrieved from http:// Bao, L (2014), U.S, US 8,886,899 B1, Managing memory requests based on priority, Westford, MA, Mark and patents office.Barcelo, F., & Ramon, A. (1997). PRMA performance evaluation based on queueing theory. 1997 IEEE International Conference on Personal Wireless Communications (Cat. No.97TH8338), 455–459. https://doi.org/10.1109/ICPWC.1997.655561Blake, S. (2008). TRAFFIC MANAGER AND METHOD FOR PERFORMING ACTIVE QUEUE MANAGEMENT OF DISCARD-ELIGIBLE TRAFFIC. Retrieved from http://Blesa, M., Calzada, D., Fernández, A., López, L., Martínez, A. L., Santos, A., … Thraves, C. (2009). Adversarial Queueing Model for Continuous Network Dynamics. Theory of Computing Systems, 44(3), 304–331. https://doi.org/10.1007/s00224-007-9046-1instname:Universidad Antonio Nariñoreponame:Repositorio Institucional UANrepourl:https://repositorio.uan.edu.co/Given that generally the customer service's resources cannot give service to all service demands, all the time, the queues are generated, also known as waiting lines. These queues are present in several aspects of the daily life. From a phenomenon present in optical communication systems, known as contention (When two or more packets are simultaneously at the same point), are proposed algorithms in order to deal with the contention. These algorithms are classified in two categories: pre-reservation and post-reservation. In the pre-reservation algorithms, the output channel is reserved before the packet ingress, in contrast with the pos-reservation algorithms, where the reservation is postponed, until after the ingress of the packet to the system. Based on the theoretical foundations of the post-reservation algorithms, and making abstractions of the used concepts, we propose a queue management system, focused on high complexity operative services, with high demands and interactions between the componentsDado que generalmente los recursos de atención al cliente no pueden atender a toda la demanda de servicios, todo el tiempo, se generan las colas, conocidas como líneas de espera. Estas colas están presentes en múltiples aspectos de la vida cotidiana. A partir de un fenómeno presente en los sistemas de comunicaciones ópticos conocido como contención (cuando dos paquetes o más se encuentran simultáneamente en un mismo punto), se han planteado algoritmos para manejar la contención.Doctor(a) en Ciencia AplicadaDoctoradoPresencialInvestigaciónspaUniversidad Antonio NariñoDoctorado en Ciencia AplicadaDoctorado en Ciencia AplicadaBogotá - Circunvalaratención al cliente- Método658.5038customer service'sMétodo y sistema para reducir tiempos de procesamiento de solicitudes en líneas de espera.Tesis y disertaciones (Maestría y/o Doctorado)http://purl.org/coar/resource_type/c_db06http://purl.org/coar/version/c_970fb48d4fbd8a85Tesis/Trabajo de grado - Monografía - DoctoradoEspecializadaORIGINAL2022_MarioPinto.pdf2022_MarioPinto.pdfTesis de Doctoradoapplication/pdf4793563https://repositorio.uan.edu.co/bitstreams/d798614c-46c1-4d6d-9356-12d9344f1623/downloadb63a503c91224f87a259cf68c834a0d1MD512022_MarioPinto_Autorizacion.pdf2022_MarioPinto_Autorizacion.pdfAutorización uso trabajo de gradoapplication/pdf756479https://repositorio.uan.edu.co/bitstreams/b5c1d2f5-33f1-4f6b-9555-07de3d552dd0/downloaddeb3b3b5164dfd81657267e85fd587c2MD522022_MarioPinto_Acta.pdf2022_MarioPinto_Acta.pdfapplication/pdf365345https://repositorio.uan.edu.co/bitstreams/eef06e56-9e57-4a59-b068-046d7754502a/download3504077d4ae778dc8a2a5b52d6452867MD53TEXT2022_MarioPinto.pdf.txt2022_MarioPinto.pdf.txtExtracted texttext/plain101662https://repositorio.uan.edu.co/bitstreams/0d86bed9-cc41-4e98-a84a-dbf35280b38b/download4e5c80fa717362157df6f66e4799dd9fMD542022_MarioPinto_Autorizacion.pdf.txt2022_MarioPinto_Autorizacion.pdf.txtExtracted texttext/plain6https://repositorio.uan.edu.co/bitstreams/c9b09e95-7e8e-48e1-b7de-afefbe23f746/download6d93d3216dc4a7f5df47d4876fbec4d3MD562022_MarioPinto_Acta.pdf.txt2022_MarioPinto_Acta.pdf.txtExtracted texttext/plain1487https://repositorio.uan.edu.co/bitstreams/03bd2008-64ad-402b-a3c9-f69d1c47a2ac/downloadb032e1606de5590a1627da0f88d57257MD58THUMBNAIL2022_MarioPinto.pdf.jpg2022_MarioPinto.pdf.jpgGenerated Thumbnailimage/jpeg6014https://repositorio.uan.edu.co/bitstreams/ec8df4c1-4959-4c7e-ace2-f678d402e0b1/downloadbeafc1626ed1fefed21bf8eb0f4e7f4fMD552022_MarioPinto_Autorizacion.pdf.jpg2022_MarioPinto_Autorizacion.pdf.jpgGenerated Thumbnailimage/jpeg21702https://repositorio.uan.edu.co/bitstreams/920370c9-980d-445f-b4a3-489488345a96/download1d7c24c5cb0bd4570881128bd04f4679MD572022_MarioPinto_Acta.pdf.jpg2022_MarioPinto_Acta.pdf.jpgGenerated Thumbnailimage/jpeg18185https://repositorio.uan.edu.co/bitstreams/8bfbfcaa-9bf2-449a-a69a-782b023bfbb2/download7a33048999e8f303026e548f6d050c28MD59123456789/6837oai:repositorio.uan.edu.co:123456789/68372024-10-09 22:55:50.012https://creativecommons.org/licenses/by-nc-nd/4.0/Acceso abiertoopen.accesshttps://repositorio.uan.edu.coRepositorio Institucional UANalertas.repositorio@uan.edu.co |