This article is cited in 7 papers

Stochastic Systems, Queuing Systems

Algorithms for estimating throughput characteristics in a generalized call center model

S. N. Stepanov, M. S. Stepanov

Moscow Technical University of Communications and Informatics, Moscow, Russia

Abstract: We continue the study of a generalized call center model presented in [1]. The model takes into account the following characteristic features of reference and information services: division of the servicing personnel into operators and consultants; the possibility of repeating a claim when operators, consultants, or access lines are busy, or due to a failed end of waiting time; the presence of automatic responding machines. For the considered model, we construct approximate algorithms for estimating stationary characteristics of servicing incoming claims. The algorithms are based on using special cases of the model in question, on applying asymptotic decompositions of characteristics as the repetition intensity tends to zero, and on implementing the model decomposition principle into individual segments with specially tuned values of input parameters. We show numerical examples that illustrate the errors of the resulting computational procedures.

Presented by the member of Editorial Board: A. I. Lyakhov

Received: 10.01.2016

 English version: Automation and Remote Control, 2016, 77:7, 1195–1207

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