A Markovian Model of a Call Center with Time Varying Arrival Rate and Skill Based Routing

The paper aims at construction and investigation of a practical model serving a call center performance evaluation. The system considered here consists of two queues and three agents’ classes. For such a system we develop a queuing model with the arrival (calling) rate varying with time and a continuous-time Markov chain (CTMC) which provide approximations of system performance measure. The results obtained from the CTMC are compared to results obtained from a simulation of a call-center. The models are applied to determine: average time of answer, probabilities of waiting in queues, average length of queues.

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