A Logarithmic Safety Staffing Rule for Contact Centers with Call Blending
A Logarithmic Safety Staffing Rule for Contact Centers with Call Blending
复制标题
呼叫混合联络中心的对数安全人员配置规则
DOI：
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发表时间：
2015
期刊：
影响因子：
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通讯作者：
Ohad Perry
中科院分区：
文献类型：
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作者：
G. Pang;Ohad Perry
我们考虑同时处理两种类型的工作入站和出站的大型联络中心，这一过程通常称为呼叫混合。呼叫中心的工作是通过一个外生的到达过程到达系统的，而外呼工作则是由呼叫中心生成的。我们假设有无限的出站工作要处理，并且入站呼叫优先于出站呼叫。我们提出了一个对数安全人员配置规则，结合阈值控制策略，确保代理的利用率在任何时候都非常接近1，但实际上总是有空闲的代理存在。具体来说，我们证明，它是可能的，几乎所有的呼入电话在他们到达后立即回答，除了满足目标长期运行的吞吐量率的呼出电话，最多可以忽略不计的比例，这些电话下降。仿真实验证明了分析的有效性和准确性。
这篇论文被Assaf Zeevi，随机模型和模拟所接受。
We consider large contact centers that handle two types of jobs-inbound and outbound-simultaneously, a process commonly referred to as call blending. Inbound work arrives to the system according to an exogenous arrival process, whereas outbound work is generated by the contact center. We assume that there is an infinite supply of outbound work to process, and that inbound calls are prioritized over the outbound calls. We propose a logarithmic safety staffing rule, combined with a threshold control policy, ensuring that agents' utilization is very close to one at all times, but that there are practically always idle agents present. Specifically, we prove that it is possible to have almost all inbound calls answered immediately upon their arrival, in addition to satisfying a target long-run throughput rate of outbound calls, with at most a negligible proportion of those calls dropped. Simulation experiments demonstrate the effectiveness and accuracy of our analysis.
This paper was accepted by Assaf Zeevi, stochastic models and simulation.