Markov model M/M/m/∞ in contact center environment

The appropriate model and consecutive design is the basis for building of successful Contact center. Excessive complexity of model can be sometimes contra-productive. The main goal of this work is to analyze of Markov model M/M/m/∞ properties in Contact center environment. This model offer wide range of important traffic parameters calculations of the system, while keeping transparent and simple structure - the key factor in design of Contact center.