Abstract
The paper aims at construction and investigation of a practical model serving a call center performance evaluation. The system considered here consists of two queues and three agents’ classes. For such a system we develop a queuing model with the arrival (calling) rate varying with time and a continuous-time Markov chain (CTMC) which provide approximations of system performance measure. The results obtained from the CTMC are compared to results obtained from a simulation of a call-center. The models are applied to determine: average time of answer, probabilities of waiting in queues, average length of queues.
This work was partially supported within the project Metody i modele dla kontroli zatloczenia i oceny efektywnosci mechanizmow jakosci uslug w Internecie nastepnej generacji (N517 025 31/2997).
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Bylina, J., Bylina, B., Zoła, A., Skaraczyński, T. (2009). A Markovian Model of a Call Center with Time Varying Arrival Rate and Skill Based Routing. In: Kwiecień, A., Gaj, P., Stera, P. (eds) Computer Networks. CN 2009. Communications in Computer and Information Science, vol 39. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-02671-3_4
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DOI: https://doi.org/10.1007/978-3-642-02671-3_4
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