Queueing Model of a Call Center with two Classes of Customers and Skill-Based Routing

Many inbound call centers provide service for heterogeneous customers with heterogeneous agents. This section describes a model of an inbound call center with two classes (A and B) of customers and three different groups of agents as depicted in Figure 5.1. Garnett and Mandelbaum call this structure the M-design.1 Customers are served according to priority-based routing policies The average processing time of the agents may vary from one agent group to another, and we consider patient as well as impatient customers.