Skip to main content
SpringerLink
Log in

Performance Analysis and Optimization of a Queueing Model for a Multi-skill Call Center in M-Design

  • Conference paper
Queueing Theory and Network Applications (QTNA 2015)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 383))

Included in the following conference series:

Abstract

This paper studies a queuing model of a multi-skill call center in M-design. In this model, there are two types of customers and three groups of servers who have different skills. Servers in Group 1 can only serve type 1 customers, servers in Group 2 can only serve type 2 customers, and servers in Group 3 can serve both type 1 and type 2 customers. We obtain the state-transition rates by using results from M/M/c/c and M/M/c queueing systems. Then, we establish equations for the steady-state probabilities of the system. Finally, we obtain the computational formula for the service level and we present an optimization of a staffing problem.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 169.00
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 219.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. Koole, G., Mandelbaum, A.: Queueing models of call centers: an introduction. Annals of Operations Research 113, 41–59 (2002)

    Article  MathSciNet  Google Scholar 

  2. Gans, N., Koole, G., Mandelbaum, A.: Telephone call centers: tutorial, review, and research prospects. Manufacturing & Service Operation Management 5(2), 79–141 (2003)

    Article  Google Scholar 

  3. Aksin, Z., Armony, M., Mehrotra, V.: The modern call-center: a multi-disciplinary perspective on operations management research. Production and Operations Management 16, 655–688 (2007)

    Google Scholar 

  4. Perry, M., Nilsson A.: Performance modeling of automatic call distributors: assignable grade of service staffing. In: Proceedings of the 14th International Switching Symposium, pp. 294–298 (1992)

    Google Scholar 

  5. Bhulai, S., Koole, G.: A queueing model for call blending in call centers. IEEE Transactions on Automatic Control 48, 1434–1438 (2003)

    Article  MathSciNet  Google Scholar 

  6. Gans, N., Zhou, Y.: A call-routing problem with service-level constraints. Operations Research 51(2), 255–271 (2003)

    Article  MathSciNet  Google Scholar 

  7. Örmeci, L.E.: Dynamic admission control in a call center with one shared and two dedicated service facilities. IEEE Transactions on Automatic Control 49(7), 1157–1161 (2004)

    Article  MathSciNet  Google Scholar 

  8. Gross, D., Harris, C.M.: Fundamentals of Queueing Theory, 2nd edn. Wiley, New York (1985)

    MATH  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. College of Science, Yanshan University, Qinhuangdao, 066004, China

    Dequan Yue

  2. School of Economics and Management, Yanshan University, Qinhuangdao, 066004, China

    Chunyan Li

  3. Zhijiang College of Zhejiang University of Technology, Hangzhou, 310024, China

    Chunyan Li

  4. Department of Intelligence and Informatics, Konan University, Kobe, 658-8501, Japan

    Wuyi Yue

Authors
  1. Dequan Yue
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Chunyan Li
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Wuyi Yue
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Dequan Yue .

Editor information

Editors and Affiliations

  1. Department of Networked Systems and Services, Budapest University of Technology and Economics, Budapest, Hungary

    Tien van Do

  2. Department of Systems Science, Kyoto University Graduate School of Informatics, Kyoto, Japan

    Yutaka Takahashi

  3. Faculty of Science and Engineering, Department of Information Science and Systems Engineering, Konan University, Kobe, Japan

    Wuyi Yue

  4. Faculty of Information Technology, VNU University of Engineering and Technology, Hanoi, Vietnam

    Viet-Ha Nguyen

Rights and permissions

Reprints and permissions

Copyright information

© 2016 Springer International Publishing Switzerland

About this paper

Cite this paper

Yue, D., Li, C., Yue, W. (2016). Performance Analysis and Optimization of a Queueing Model for a Multi-skill Call Center in M-Design. In: van Do, T., Takahashi, Y., Yue, W., Nguyen, VH. (eds) Queueing Theory and Network Applications. QTNA 2015. Advances in Intelligent Systems and Computing, vol 383. Springer, Cham. https://doi.org/10.1007/978-3-319-22267-7_14

Download citation

  • DOI: https://doi.org/10.1007/978-3-319-22267-7_14

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-22266-0

  • Online ISBN: 978-3-319-22267-7

  • eBook Packages: EngineeringEngineering (R0)

Publish with us

Policies and ethics

Search

Navigation