A Call Center with Automatic and Manual Services
We study a call center service system with some extension lines. The customer arrivals follow a Markovian arrival process (MAP). A customer first accepts a machine service by choosing an option from the voice menu after arrival. Customers leave the system if they are satisfied by the machine answer, otherwise, they continue to accept an agent service. A customer may need to wait in the line if all agents are occupied by other customers. Both the machine service time and the agent service time are exponential distributed. construct the transition matrix, then derive the recursive equations to calculate stationary probability distribution. The numerical analysis shows how to obtain the optimal number of staff to maintain the given service level.
Call center voice response unit agent service queueing system service level
Zhaotong Lian Pengfei Guo Liming Liu
University of Macau, Macau Hong Kong Polytechnic University, Hong Kong Hong Kong Polytechnic University Hong Kong
国际会议
北京
英文
263-272
2011-08-08（万方平台首次上网日期，不代表论文的发表时间）