Queueing Models of Call Centers with Homogeneous Customers and Homogeneous Agents

The performance of inbound call centers is often analyzed using queueing models with homogeneous customers as well as homogeneous agents. These models are mostly well-analyzed, as one can see in the review of the literature in Section 3.5.2. In this chapter we compile known equations of performance measures for M/M/c models with patient as well as impatient customers. The computational derivation of these performance measures is partly unclear and nontrivial, but important for an efficient performance analysis and optimization of inbound call centers. The relevance of applying these models for management decisions in inbound call centers is shown in numerical experiments.