What is Agent-Based Service Analytics (ABSA)

Is a newly coined term for capturing an end-to-end analytical framework to optimize a service process. The framework consists of tasks such as agent modeling, agent visualization, agent analysis, agent simulation and agent optimization. In comparison to DES framework where focus is often at activity level and from a central-control perspective, in ABSA the focus is to understand the behavior of individual agents in the service process and to identify opportunities of optimizing agents in order to improve the service process, as is often required by service business owners.

Agent-Based Service Analytics

Yang Li (Applications & Services, Research & Technology, British Telecom, UK)