The University of Southampton
University of Southampton Institutional Repository

Markov chain models of a telephone call center with call blending.

Record type: Article

Motivated by a Bell Canada call center operating in blend mode, 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. Inbound callers may balk or abandon. There are several performance measures of interest, including the rate of outbound calls and the proportion of inbound calls waiting more than some fixed number of seconds. We present a collection of continuous-time Markov chain (CTMC) models which capture many real-world characteristics while maintaining parsimony that results in fast computation. We discuss and explore the tradeoffs between model fidelity and efficacy and compare our different CTMC models with a realistic simulation model of a Bell Canada call center, used as a benchmark.

Full text not available from this repository.

Citation

Deslauriers, A., L'Ecuyer, P., Pichitlamken, J., Ingolfsson, A. and Avramidis, A.N. (2007) Markov chain models of a telephone call center with call blending. Computers & Operations Research, 34, (6), pp. 1616-1645. (doi:10.1016/j.cor.2005.06.019).

More information

Published date: 2007
Organisations: Operational Research

Identifiers

Local EPrints ID: 55797
URI: http://eprints.soton.ac.uk/id/eprint/55797
ISSN: 0305-0548
PURE UUID: a24455ee-61dd-403d-bc2e-7beb802e0984

Catalogue record

Date deposited: 06 Aug 2008
Last modified: 17 Jul 2017 14:32

Export record

Altmetrics

Contributors

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

University divisions


Download statistics

Downloads from ePrints over the past year. Other digital versions may also be available to download e.g. from the publisher's website.

View more statistics

Atom RSS 1.0 RSS 2.0

Contact ePrints Soton: eprints@soton.ac.uk

ePrints Soton supports OAI 2.0 with a base URL of http://eprints.soton.ac.uk/cgi/oai2

This repository has been built using EPrints software, developed at the University of Southampton, but available to everyone to use.

We use cookies to ensure that we give you the best experience on our website. If you continue without changing your settings, we will assume that you are happy to receive cookies on the University of Southampton website.

×