This article is cited in 1 paper

Strategies for choosing the number of call center agents with "impatient" customers using simulation modeling

Yu. G. Savinov, M. D. Podgornov, A. A. Tolubaeva

Ulyanovsk State University, Russia

Abstract: The paper develops a trajectory approach to the mathematical description and modeling of call centers with a limited waiting time for the start of service. The model of multichannel QS is considered in terms of point processes. Formulas for calculating the service level, occupancy, necessary for assessing the quality of work of modern call centers, have been obtained.

Keywords: queuing system, semimartingale description, point process, compensator, simulation.

UDC: 519.872.7, 519.218.5

Received: 29.04.2023
Revised: 12.05.2023