Mathematical Model of a Call-Center with Two CustomerClasses

Cover Page

Abstract


Most information services contact with their clients through the call-centers. In this paper,
we give a mathematical model of a call-center with two customer classes and three skillbased
agent groups. Customers of each class are served not only by the one-skilled agent
group but by one two-skilled agent group too. We propose formulas to obtain the main model
performance measures such as blocking probabilities, mean queue lengths and probabilities
of receiving service immediately. A computational example shows that the proposed model
is more effective that the model with one-skilled agent groups.

E R Zaripova

Peoples Friendship University of Russia

Email: ezarip@sci.pfu.edu.ru
Кафедра систем телекоммуникаций; Российский университет дружбы народов; Peoples Friendship University of Russia

Views

Abstract - 42

PDF (Russian) - 27


Copyright (c) 2010 Зарипова Э.Р.

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.