Markov chain models of a telephone call center with call blending
Markov chain models of a telephone call center with call blending
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DOI：
10.1016/j.cor.2005.06.019
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发表时间：
2007-06-01
影响因子：
4.6
通讯作者：
Avramidis, Athanassios N.
中科院分区：
文献类型：
--
作者：
Deslauriers, Alexandre;L'Ecuyer, Pierre;Avramidis, Athanassios N.
出于加拿大贝尔呼叫中心在混合模式下运行，我们考虑一个系统，两种类型的流量和两种类型的代理。呼入呼叫仅由混合座席提供服务，而呼入呼叫可以由仅入站座席或混合座席提供服务。打电话的人可能会退缩或放弃。有几个感兴趣的性能指标，包括呼出呼叫率和等待超过固定秒数的呼入呼叫的比例。我们提出了一系列的连续时间马尔可夫链（CTMC）模型，捕捉许多现实世界的特点，同时保持简约，导致快速计算。我们讨论和探索模型的保真度和功效之间的权衡，并比较我们不同的CTMC模型与一个现实的模拟模型的加拿大贝尔呼叫中心，作为基准。(c)2005爱思唯尔有限公司保留所有权利。
Motivated by a Bell Canada call center operating in blend mode, we consider a system with two types of traffic and two types of agents. Outbound calls are served only by blend agents, whereas inbound calls can be served by either inbound-only or blend agents. Inbound callers may balk or abandon. There are several performance measures of interest, including the rate of outbound calls and the proportion of inbound calls waiting more than some fixed number of seconds. We present a collection of continuous-time Markov chain (CTMC) models which capture many real-world characteristics while maintaining parsimony that results in fast computation. We discuss and explore the tradeoffs between model fidelity and efficacy and compare our different CTMC models with a realistic simulation model of a Bell Canada call center, used as a benchmark. (c) 2005 Elsevier Ltd. All rights reserved.