Modeling and simulation of a telephone call center

Pichitlamken, J., Deslauriers, A., L'Ecuyer, P. and Avramidis, A.N. (2003) Modeling and simulation of a telephone call center. 2003 Winter Simulation Conference, New Orleans, USA. 07 - 10 Dec 2003. pp. 1805-1812 . (doi:10.1109/WSC.2003.1261636).

Record type: Conference or Workshop Item (Other)

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.

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Published date: December 2003

Venue - Dates: 2003 Winter Simulation Conference, New Orleans, USA, 2003-12-07 - 2003-12-10

Related URLs:

http://ieeexplore.ieee.org/sea...r%29&pos=0

Keywords: continuous-time Markov chain queueing model, inbound agent, inbound call, inbound traffic, outbound agent, outbound call, outbound traffic, staffing problem, telephone call center simulation model

Organisations: Operational Research