• Corpus ID: 196109575

Analysis of a Call Center with Partial Closing Rules, Feedback and Impatient Calls

@inproceedings{Chen2016AnalysisOA,
  title={Analysis of a Call Center with Partial Closing Rules, Feedback and Impatient Calls},
  author={Yan Chen and Peishu Chen and Yijuan Zhu},
  year={2016}
}
have been used in call centers widely in recent years. In this paper, we study a call center made up of trunk lines, IVRUs and Customer Service Representatives(CSRs). We discuss partial closing rules, calls’ impatience and feedback phenomena in a call center. A call enter the call center whenever a trunk line is available, otherwise it is lost. Once a trunk line is seized, the call is served by the IVRUs first; then the call may leave the center or be routed to an available CSRs. If all CSRs… 
Customer Joining-balking Strategies in an Observable Queue with Partial Service Time Information
This paper concerns customers’ decision process of joining or balking at their arrival instants in an observable queue. Given partial information that different number of moments of the service time

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