financial service operations, performance evaluation, queueing models of call centers, time-dependent overflow
Abstract:
In this paper, we analyze the performance of call centers of financial service providers with two levels of support and a timedependent
overflow mechanism. Waiting calls from the front-office queue flow over to the back office if a waiting-time
limit is reached and at least one back-office agent is available. The analysis of such a system with time-dependent overflow is
reduced to the analysis of a continuous-time Markov chain with state-dependent overflow probabilities. To approximate the
system with time-dependent overflow, some waiting-based performance measures are modified. Numerical results demonstrate
the reliability of this Markovian performance approximation for different parameter settings. A sensitivity analysis
shows the impact of the waiting-time limit and the dependence of the performance measures on the arrival rate.
Dieser Datensatz wurde nicht während einer Tätigkeit an der Universität Mannheim veröffentlicht, dies ist eine Externe Publikation.
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