This article is cited in 2 papers

Mathematical model of a multi-service call center with multi-stage servicing and preemptive-resume priority in service

Yu. G. Savinov, A. N. Shchukin, M. D. Podgornov

Ulyanovsk State University, Ulyanovsk, Russia

Abstract: The paper develops a semi-martingale (trajectory) approach to the mathematical description and modeling of call centers. The model of the call center with additional service of non-priority requests and blocking of calls at multi-stage service is considered. The transition from a mathematical model to iterative formulas, which are used for simulation, is shown.

Keywords: multiservice call centers, multi-stage servicing, blocking, semi-martingale description, point process, compensator.

UDC: 519.218.5

Received: 11.05.2021
Revised: 11.05.2021
Accepted: 31.05.2021