Modelling and optimization of call distribution systems

Abstract This paper deals with the problem of finding optimal parameters for automatic call distribution (ACD) systems. A very general ACD model is considered, based on a multi-server combined loss/waiting system with impatient customers allowing an announcement before entering the service. For constant announcement time, approximations for all performance characteristics are provided. The accuracy of the results is compared with simulations. Within a flexible ACD cost model the modelling is used to find cost optimal ACD system parameters under pre-defined service quality constraints. Realistic examples are used to demonstrate the optimizing procedure.