Abstract
We continue the study of a generalized call center model presented in [1]. The model takes into account the following characteristic features of reference and information services: division of the servicing personnel into operators and consultants; the possibility of repeating a claim when operators, consultants, or access lines are busy, or due to a failed end of waiting time; the presence of automatic responding machines. For the considered model, we construct approximate algorithms for estimating stationary characteristics of servicing incoming claims. The algorithms are based on using special cases of the model in question, on applying asymptotic decompositions of characteristics as the repetition intensity tends to zero, and on implementing the model decomposition principle into individual segments with specially tuned values of input parameters. We show numerical examples that illustrate the errors of the resulting computational procedures.
Similar content being viewed by others
References
Stepanov, S.N. and Stepanov, M.S., Construction and Analysis of a Generalized Contact Center Model, Autom. Remote Control, 2014, vol. 75, no. 11, pp. 1936–1947.
Tsentry obsluzhivaniya vyzovov. Obshchie tekhnicheskie trebovaniya: RD.45.191-2001 (Call Centers. General Technical Requirements: RD.45.191-2001), Russian Ministry of Communication, 2001.
Gans, N., Koole, M., and Mandelbaum, A., Telephone Call-Centers: Tutorial, Review and Research Prospects, Manuf. Service Manage., 2003, no. 5, pp. 79–141.
Stepanov, S.N., Chislennye metody rascheta sistem s povtornymi vyzovami (Numerical Methods for Computing Systems with Repeat Calls), Moscow: Nauka, 1983.
Stepanov, S.N., Teoriya teletrafika: kontseptsii, modeli, prilozheniya (Teletraffic Theory: Concepts, Models, Applications), Ser. “Theory and Practice of Infocommunications,” Moscow: Goryachaya Liniya–Telekom, 2015.
Roslyakov, A.V. and Vanyashin, S.V., Matematicheskie modeli tsentrov obsluzhivaniya vyzovov (Mathematical Models of Call Centers), Moscow: IRIAS, 2006.
Dawson, K., The Call Center Handbook: The Complete Guide to Starting, Running, and Improving Your Call Center, Gilroy: CMP Books, 2003.
http://wwwerlangcom/calculator/call/.
Gol’dshtein, B.S. and Freinkman, V.A., Call-tsentry i komp’yuternaya telefoniya (Call Centers and Computer Telephony), St. Petersburg: BKhV-Sankt-Peterburg, 2002.
Brandt, A., Brandt, M., Spahl, G., and Weber, D., Modelling and Optimization of Call Distribution Systems, in Proc. 15th International Teletraffic Congress, Ramaswami, V. and Wirth, P.E., Eds., New York: Elsevier Science, 1997, pp. 133–144.
Stolletz, R., Performance Analysis and Optimization of Inbound Call Centers, Berlin: Springer-Verlag, 2003.
Author information
Authors and Affiliations
Corresponding author
Additional information
Original Russian Text © S.N. Stepanov, M.S. Stepanov, 2016, published in Avtomatika i Telemekhanika, 2016, No. 7, pp. 86–102.
This paper was recommended for publication by A.I. Lyakhov, a member of the Editorial Board
Rights and permissions
About this article
Cite this article
Stepanov, S.N., Stepanov, M.S. Algorithms for estimating throughput characteristics in a generalized call center model. Autom Remote Control 77, 1195–1207 (2016). https://doi.org/10.1134/S0005117916070067
Received:
Published:
Issue Date:
DOI: https://doi.org/10.1134/S0005117916070067