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

Markov chain models of a telephone call center with call blending.
Markov chain models of a telephone call center with call blending.
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.
0305-0548
1616-1645
Deslauriers, A.
5d672e70-0546-492f-9167-880e8ed6e4de
L'Ecuyer, P.
6a72df10-5abf-4ff2-bb06-d9f9047f328e
Pichitlamken, J.
a87c921e-3bf1-46ad-923a-b95bca47c124
Ingolfsson, A.
238232b8-75d6-49da-b39c-70c8d0c7238a
Avramidis, A.N.
d6c4b6b6-c0cf-4ed1-bbe1-a539937e4001
Deslauriers, A.
5d672e70-0546-492f-9167-880e8ed6e4de
L'Ecuyer, P.
6a72df10-5abf-4ff2-bb06-d9f9047f328e
Pichitlamken, J.
a87c921e-3bf1-46ad-923a-b95bca47c124
Ingolfsson, A.
238232b8-75d6-49da-b39c-70c8d0c7238a
Avramidis, A.N.
d6c4b6b6-c0cf-4ed1-bbe1-a539937e4001

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), 1616-1645. (doi:10.1016/j.cor.2005.06.019).

Record type: Article

Abstract

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.

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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
ORCID for A.N. Avramidis: ORCID iD orcid.org/0000-0001-9310-8894

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Date deposited: 06 Aug 2008
Last modified: 15 Oct 2019 00:41

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Contributors

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

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