摘要：作为信息化时代联系客户的公共渠道，话务系统具有重要的战略意义和经济价值。话务系统的实质其实是一个排队系统，通过排队论对话务系统呼叫等待进行优化研究与分析，能有效提高企业在客户心中的形象。

　　　本文首先介绍了国内外有关解决排队系统问题相关文献的研究方法综述，详细描述有关服务台问题上国内外学者所获得的成就，介绍运筹学中排队论的相关知识、模型中所需要的相关概念、公司话务系统背景进行介绍，再通过实地调查，根据调查所得的基础数据运用最小二乘法确定客户呼叫到达规律及服务时间的分布函数，再采用χ²检验验证这些观测数据与相关分布的吻合程度。最后根据到达间隔时间和服务时间分布函数及相关值的确定采用Excel列出仿真表进行仿真建模，对仿真建模所得到的结果进行数据分析，并对所用方案进行评价分析。 

关键字：排队系统 仿真 服务台

ABSTRACT: As the information age public channels to reach customers, traffic system has important strategic significance and economic value. In fact, traffic system is the essence of a queuing system, through dialogue queuing theory to optimize the call waiting service system research and analysis, which can effectively improve the enterprise's image in the minds of customers.

　　　First, this paper introduces the research methods literature review about solving the queuing system problem at home and abroad, and describes the achievements of concerning Desk obtained by scholars in detail, and introduces the related knowledge of queuing theory on operational research、the needed concepts that model related、the background of the company traffic system. Then, thronging field investigation, using least squares method to determine customer call arrives law and service time distribution function according to the survey based data, and then using χ² test to validate the degree of fit between these observations data with the related distribution. Finally, according to arrival time and service time distribution function and the correlation values ​​determined using Excel for simulation modeling, analysis the data though the simulation modeling, and evaluate and analysis the scheme which used. 

Keywords: queuing system; simulation; service desk