Zeszyty Naukowe Uniwersytetu Szczecińskiego. Service Management

Currently: European Journal of Service Management


ISSN: 1898-0511     eISSN: 2353-2858    OAI    DOI: 10.18276/smt.2015.15-01
CC BY-SA   Open Access 

Issue archive / Vol. 15, 1/2015
Performance analysis of an inbound call center with time varying arrivals

Authors: Maciej Burak
West Pomeranian University of Technology
Keywords: call center continuous time Markov chains CTMC non-stationary model balking abandonment
Whole issue publication date:2015
Page range:7 (5-11)
Cited-by (Crossref) ?:

Abstract

The paper presents a novel method of performance analysis of a call center with balking and abandonment, i.e. in which the customer may not stay in the queue once realizing he is put on hold, or abandon the waiting queue if the waiting time is too long.. In the paper we compare both an inherently transient and a stationary CTMC models of such an inbound call center, using  realistic data. The inherently transient method we introduce delivers important characteristics of the model, with the quality close to Monte Carlo simulations, by using modified uniformization method.
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