Abstract
This paper studies a queuing model of a multi-skill call center in M-design. In this model, there are two types of customers and three groups of servers who have different skills. Servers in Group 1 can only serve type 1 customers, servers in Group 2 can only serve type 2 customers, and servers in Group 3 can serve both type 1 and type 2 customers. We obtain the state-transition rates by using results from M/M/c/c and M/M/c queueing systems. Then, we establish equations for the steady-state probabilities of the system. Finally, we obtain the computational formula for the service level and we present an optimization of a staffing problem.
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© 2016 Springer International Publishing Switzerland
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Yue, D., Li, C., Yue, W. (2016). Performance Analysis and Optimization of a Queueing Model for a Multi-skill Call Center in M-Design. In: van Do, T., Takahashi, Y., Yue, W., Nguyen, VH. (eds) Queueing Theory and Network Applications. QTNA 2015. Advances in Intelligent Systems and Computing, vol 383. Springer, Cham. https://doi.org/10.1007/978-3-319-22267-7_14
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DOI: https://doi.org/10.1007/978-3-319-22267-7_14
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-22266-0
Online ISBN: 978-3-319-22267-7
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