PDF Capacity Management in Call Centers - Accueil
Capacity Management in Call Centers
Basic Models and Links to Current Research
from a review article authored with Ger Koole and Avishai Mandelbaum
Outline:
? Tutorial ? background on how calls are handled ? basic model of call-center operations
? Research overview ? system primitives ? basic model ? routing and networking ? further directions for research
1
Tutorial, background...
Typical call-center environments:
Top figure from Larr?ech?e et al. (1997).
2
Tutorial, background...
Representative infrastructure for a single location:
IVR/ VRU
N trunk PABX lines
CTI customer server data server
ACD
agents
3
Tutorial, background...
Queueing model associated with a single location:
lost calls
retrials
busy
arrivals
queue
retrials
abandon
lost calls
returns
Call-center hardware w = 5 work stations
k = 8 trunk lines (not visible)
Queueing model parameters N = 3 CSR-servers 5 = (k ? N) places in queue
4
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