Mathematical Model of the Contact Center

The paper deals with the contact center modeling with emphasis on the optimal number of agents. The contact center belongs to the queueing systems and its mathematical model can be described by various quality of service parameters. The Erlang C formula is a suitable tool for the modeling of QoS parameters of contact centers. The contact center consist of IVR system and service groups and we propose also two new parameters – downtime and administrative task duration. These parameters are useful for better determination of the optimal number of contact center agents. Based on these parameters we propose a mathematical model for contact centers also with repeated calls.

[1]  Jiri Misurec,et al.  Modeling of Power Line Transfer of Data for Computer Simulation , 2011, Int. J. Commun. Networks Inf. Secur..

[2]  Burak Büke,et al.  Stabilizing policies for probabilistic matching systems , 2015, Queueing Syst. Theory Appl..

[3]  Jeremiah F. Hayes,et al.  Modeling and Analysis of Telecommunications Networks , 2004 .

[4]  Jaroslav Frnda,et al.  Impact of packet loss and delay variation on the quality of real-time video streaming , 2015, Telecommunication Systems.

[5]  David P. Morton,et al.  Asymptotically optimal staffing of service systems with joint QoS constraints , 2014, Queueing Syst. Theory Appl..

[6]  Rastislav Róka,et al.  Possibilities for Advanced Encoding Techniques at Signal Transmission in the Optical Transmission Medium , 2016 .

[7]  Miroslav Voznák,et al.  Successful transmission probability of cognitive device-to-device communications underlaying cellular networks in the presence of hardware impairments , 2017, EURASIP J. Wirel. Commun. Netw..

[8]  Fariborz Maseeh,et al.  Some New Applications of P-P Plots , 2018 .

[9]  Erik Chromy,et al.  ERLANG C FORMULA AND ITS USE IN THE CALL CENTERS , 2011 .

[10]  Miroslav Voznak,et al.  E-MODEL MOS ESTIMATE IMPROVEMENT THROUGH JITTER BUFFER PACKET LOSS MODELLING , 2011 .

[11]  Robert D. van der Mei,et al.  On the estimation of the true demand in call centers with redials and reconnects , 2015, Eur. J. Oper. Res..

[12]  Myron Hlynka,et al.  Queueing Networks and Markov Chains (Modeling and Performance Evaluation With Computer Science Applications) , 2007, Technometrics.

[13]  Stanislav Klucik,et al.  Modelling of H.264 MPEG2 TS traffic source , 2013 .

[14]  Xin Liu,et al.  Scheduling control for Markov-modulated single-server multiclass queueing systems in heavy traffic , 2014, Queueing Syst. Theory Appl..

[15]  Alenka Brezavšček,et al.  Optimization of a Call Centre Performance Using the Stochastic Queueing Models , 2014 .

[16]  Muhammad El-Taha,et al.  Invariance of workload in queueing systems , 2016, Queueing Syst. Theory Appl..

[17]  Ger Koole,et al.  OPTIMIZATION OF OVERFLOW POLICIES IN CALL CENTERS , 2015, Probability in the Engineering and Informational Sciences.

[18]  Gustavo de Veciana,et al.  Asymptotic independence of servers’ activity in queueing systems with limited resource pooling , 2016, Queueing Syst. Theory Appl..

[19]  Oualid Jouini,et al.  Optimal scheduling in call centers with a callback option , 2016, Perform. Evaluation.