On the light of retrial, feedback and impatience in a call center, this paper tries to study these trait based on queue pattern, and make the analysis be more accurate, more useful.

• 本课题就是针对呼叫中心的重试、反馈、顾客不耐烦等待这些问题,试图建立模型加以分析,以使对呼叫中心的性能分析更准确、更能应用于实践。