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Erschienen in:
2003 | OriginalPaper | Buchkapitel
Classification of Queueing Models of Inbound Call Centers
verfasst von : Raik Stolletz
Erschienen in: Performance Analysis and Optimization of Inbound Call Centers
Verlag: Springer Berlin Heidelberg
Enthalten in: Professional Book Archive
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Figure 3.1 depicts a schematic model of an inbound call center with c agents serving one class of customers. As shown, the waiting room is limited to L waiting positions and waiting customers may leave the system due to impatience. A blocked , balking, or reneging customer might try to call again later (retrial). A queu eing model of such an inbound call center is completely described by customer profiles, agent characteristics, routing policies, and by any limitation of the waiting room.1