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Modeling and simulation of a telephone call center

Modeling and simulation of a telephone call center
Modeling and simulation of a telephone call center
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.
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
0780381319
1805-1812
Pichitlamken, J.
a87c921e-3bf1-46ad-923a-b95bca47c124
Deslauriers, A.
5d672e70-0546-492f-9167-880e8ed6e4de
L'Ecuyer, P.
6a72df10-5abf-4ff2-bb06-d9f9047f328e
Avramidis, A.N.
d6c4b6b6-c0cf-4ed1-bbe1-a539937e4001
Pichitlamken, J.
a87c921e-3bf1-46ad-923a-b95bca47c124
Deslauriers, A.
5d672e70-0546-492f-9167-880e8ed6e4de
L'Ecuyer, P.
6a72df10-5abf-4ff2-bb06-d9f9047f328e
Avramidis, A.N.
d6c4b6b6-c0cf-4ed1-bbe1-a539937e4001

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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More information

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

Identifiers

Local EPrints ID: 55791
URI: http://eprints.soton.ac.uk/id/eprint/55791
ISBN: 0780381319
PURE UUID: ae89102b-b4c7-4fb4-a04e-bcba20a679ae
ORCID for A.N. Avramidis: ORCID iD orcid.org/0000-0001-9310-8894

Catalogue record

Date deposited: 06 Aug 2008
Last modified: 16 Mar 2024 03:56

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Contributors

Author: J. Pichitlamken
Author: A. Deslauriers
Author: P. L'Ecuyer
Author: A.N. Avramidis ORCID iD

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