The Staffing Problem of the N-Design Multi-Skill Call Center Based on Queuing Model

DOI

10.2991/icwcsn-16.2017.90How to use a DOI?

Keywords

Queuing model; Multi-skill call center; Steady-state probabilities; Service level; Staffing problem.

Abstract

This paper studied the staffing problem of a multi-skill call center in N-design. In this model, there are two types of customers and two groups of servers who have different skills. We proposed a new state space division method, according to the different state of each agent groups, dividing the infinite number of system states into several finite state sets, and obtained the state-transition rates. Then, we established equations for the steady-state probabilities of the system. Finally, we obtained the computational formula for the service level and we established the staffing calculation model for optimal number of the agents in each group, we adopted the implicit enumeration method to find the solution.

Copyright

© 2017, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Chun-Yan Li
AU  - De-Quan Yue
PY  - 2016/12
DA  - 2016/12
TI  - The Staffing Problem of the N-Design Multi-Skill Call Center Based on Queuing Model
BT  - Proceedings of the 3rd International Conference on Wireless Communication and Sensor Networks (WCSN 2016)
PB  - Atlantis Press
SP  - 427
EP  - 432
SN  - 2352-538X
UR  - https://doi.org/10.2991/icwcsn-16.2017.90
DO  - 10.2991/icwcsn-16.2017.90
ID  - Li2016/12
ER  -