Putri, Talitha Adilla Fujisai Panglima and Nafiah, Fajria Ulumin (2026) Analisis Kinerja Sistem Antrian Call Center YSTAR DISPENDUKCAPIL SURABAYA Menggunakan Teori Antrian Markovian. Project Report (Praktek Kerja Lapang dan Magang). Faculty of Computer Science, Surabaya.
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Abstract
As demand for quick and responsive services increases, the Dispendukcapil of Surabaya City has launched a call center service called Ystar, which serves as a digital communication channel for the public to ask questions, submit complaints, and request information. However, in practice, the call center faces various challenges, such as long queues, long waiting times, and limited staff. The purpose of this Practical Work Placement (PKL) is to analyze the performance of the Ystar call center's queue system using the Markovian queueing theory approach to evaluate the effectiveness and efficiency of the service and provide recommendations for improvement based on data. The methods applied include direct observation of call center operations, collection of historical data on calls and queues, and analysis of the queueing system with the Markovian approach through the M/M/c model. The observation was conducted to understand the service and customer interaction processes, while the data collection included call volume, service duration, and the number of active agents during a given period. The analysis process aims to determine whether the current system is functioning optimally or is inadequate, as well as to design simulation improvements to the service by assuming the addition of resources or the rearrangement of the staff's work hours. The results of this PKL activity show that the call center queueing system is not yet fully effective, especially during peak hours when call volume increases. Although the use of three servers results in very short wait times and almost no queues, the utilization rate is very low, making it considered inefficient and potentially leading to resource waste. On the other hand, using one server causes longer wait times and queues, which negatively impact service quality. However, using two servers achieves the right balance between service speed and resource efficiency, with wait times remaining low and queues almost nonexistent. Based on these results, it is recommended that the Ystar call center system implement a two-server configuration to achieve fast, efficient performance that aligns with actual workload. Additionally, improvements to the call management system are necessary, particularly by adding a call-back feature to allow agents to recontact members of the public who were previously unreachable, thereby reducing the number of unanswered calls and enhancing the overall quality of public service interactions.
| Item Type: | Monograph (Project Report (Praktek Kerja Lapang dan Magang)) | ||||||||||||
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| Subjects: | H Social Sciences > H Social Sciences (General) | ||||||||||||
| Divisions: | Faculty of Computer Science > Departemen of Data Science | ||||||||||||
| Depositing User: | Miss Talitha Panglima | ||||||||||||
| Date Deposited: | 09 Jul 2026 05:50 | ||||||||||||
| Last Modified: | 09 Jul 2026 05:50 | ||||||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/54834 |
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