Critical analysis of algorithms for determining the characteristics of random processes of the technical support service of the Internet provider

The article analyzes the methodological approaches to improving the management of the technical support service of the Internet provider and increasing the efficiency of the employees' activity through developing an information system and using a set of mathematical methods for the technical support service of the Internet provider. The algorithms for determining the characteristics of random processes of the technical support service of the Internet provider are analyzed. A critical analysis of algorithms for determining the characteristics of random processes of the technical support service of the Internet provider has been carried out. The model of the flow of applications in the technical support service of the Internet provider is presented. The fulfillment of client requests is carried out according to the scheme of a multichannel queuing system with a queue. The queue is common to all four types of operations performed, i.e. Customers queue according to their call time and wait until one of the operators is released. In addition to busy operators, the delay in performing an operation may also be caused by congestion of communication channels.