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Modeling and simulation of a telephone call center

By J. Pichitlamken, A. Deslauriers, P. L'Ecuyer and A.N. Avramidis

Abstract

We consider a system with two types of traffic and two types of agents. Outbound calls are served only by blend agents, whereas inbound calls can be served by either inbound-only or blend agents. Our objective is to allocate a number of agents such that some service requirement is satisfied. We have taken two approaches in analyzing this staffing problem: We developed a simulation model of the call center, which allows us to do a what-if analysis, as well as continuous-time Markov chain (CTMC) queueing models, which provide approximations of system performance measures. We describe the simulation model in this paper

Topics: T1
Year: 2003
OAI identifier: oai:eprints.soton.ac.uk:55791
Provided by: e-Prints Soton

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Citations

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