Performance analysis of an inbound call center with skills-based routing

@article{Stolletz2004PerformanceAO,
  title={Performance analysis of an inbound call center with skills-based routing},
  author={Raik Stolletz and Stefan Helber},
  journal={OR Spectrum},
  year={2004},
  volume={26},
  pages={331-352}
}
Abstract.Many call centers provide service for customers of different classes with differently qualified groups of agents. Since call arrivals and call handling times are random in inbound call centers, we investigate queueing models for their performance analysis. This paper describes a Markov queueing model with two customer classes and three groups of specialized or flexible agents. The mean call handling time may depend on the respective customer class as well as on the agent group serving… Expand
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