Performance Analysis of M-designed Inbound Call Centers

Many call centers provide service for customers of different classes. We analyze a queueing model of an inbound call center with two customer classes, three agent groups, and skills-based routing. In our model we assume that a waiting customer may hang up before his service begins. All times are assumed to be exponentially distributed. We describe the states and the state space of this continuous time Markov chain and develop the steady-state equations. The behavior of this system is analyzed in numerical experiments and optimal economical allocations of the agents are discussed.