Mathematical Model of a Call-Center with Two CustomerClasses

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.

call-center, Markov model, quality of service, performance measures