Performance analysis of an inbound call center with skills-based routing: A priority queueing system with two classes of impatient customers and heterogeneous agents
Call center , Performance evaluation , Impatient customers , Flexible and specialized server , Nonpreemptive priority queueing
Abstract:
Many call centers provide service for customers of different classes
with differently qualified groups of agents. Since call arrivals and call handling
times are random in inbound call centers, we investigate queueing models for their
performance analysis. This paper describes a Markov queueing model with two
customer classes and three groups of specialized or flexible agents. The mean
call handling time may depend on the respective customer class as well as on
the agent group serving this call. The customers are assumed to be impatient. We
consider skills-based routing with priority-based rules and derive both steady-state
probabilities and performance measures. We present some numerical experiments
and show the impact of different mean processing times. The influence of the
allocation of the agents into the three groups is analyzed for different levels of
patience.
Dieser Datensatz wurde nicht während einer Tätigkeit an der Universität Mannheim veröffentlicht, dies ist eine Externe Publikation.
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