Performance analysis of a call center with interactive voice response units.

DOI10.1007/BF02578926MaRDI QIDQ703289zbMATH OpenOpenAlexWikidataFDO

Authors Raj Srinivasan, Jérôme Talim, Jinting Wang

Publication date 11 January 2005

Published in Top (Search for Journal in Brave)

Full work available at URL https://doi.org/10.1007/bf02578926

zbMATH Keywords

Erlang formulaeflow controlled Jackson networks

Mathematics Subject Classification ID

Queueing theory (aspects of probability theory) (60K25) Queues and service in operations research (90B22)

Review text

Consider a Markovian model of a call center with Poisson input, \(N\) trunk lines and a number (not less than \(N\)) of telephone sales agents. As a rule, a call center contains also the automatic call distributor (ACD) and a voice response unit (VRU). If a trunk line is free, then arriving call spends (exponential) time at the VRU. Then it may leave the system or is routed to an agent for an assistance (or wait at ACD until an agent becomes free). Once a call completes its transaction with an agent it releases both the trunk line and the agent. A call finding all trunk lines and agents busy is lost. To find the probability of the loss, the system is described as a two-station tandem network with multiserver stations. A two-dimensional Markov chain (the number of busy trunk lines and the number of busy agents) is studied to obtain the stationary distribution of the number of calls in the center. Numerical examples are included and a relation with the known Erlang's loss formula is discussed.

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Cites work

• scientific article; zbMATH DE number 4076264 (Why is no real title available?)
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• Poisson Arrivals See Time Averages

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