• Corpus ID: 196109575

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

  title={Analysis of a Call Center with Partial Closing Rules, Feedback and Impatient Calls},
  author={Yan Chen and Peishu Chen and Yijuan Zhu},
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
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  • Computer Science
    2008 IEEE International Conference on Service Operations and Logistics, and Informatics
  • 2008
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A Markovian model for a call center with an IVR is studied, which approximate operational performance measures, such as the probability for a busy signal and the average wait time for an agent, in an asymptotic regime known as QED or the Halfin–Whitt regime, which accommodates moderate to large call centers.
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QBD approximations of a call center queueing model with general patience distribution
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  • Mathematics, Computer Science
    Comput. Oper. Res.
  • 2008
This paper investigates a computationally practical way to obtain performance measures of call center systems in practical scale with sufficiently reasonable accuracy and finds that the first approach is almost impossible to compute numerically due to the exponential growth of the size of the block matrices in a level-dependent finite QBD.