Modelling and simulation of a telephone call center

We consider a system with two types of traffic and two types of agents. Outbound calls are served only by blend agents, whereas inbound calls can be served by either inbound-only or blend agents. Our objective is to allocate a number of agents such that some service requirement is satisfied. We have...

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Bibliographic Details

Published in:	Proceedings of the 2003 Winter Simulation Conference, 2003 Vol. 2; pp. 1805 - 1812 vol.2
Main Authors:	Pichitlamken, Deslauriers, L'Ecuyer, Avramidis
Format:	Conference Proceeding
Language:	English
Published:	IEEE 2003
Subjects:	Analytical models Computational modeling Marketing and sales Performance analysis Productivity Queueing analysis Stochastic processes System performance Telephony Traffic control
Online Access:	Get full text
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