Construction and analysis of a generalized contact center model

We construct and study a model of arrival and servicing of calls in modern contact centers. The model takes into account that servicing staff divides into operators and consultants, that a call can be repeated if all operators, consultants, or access lines are busy, and also due to an unsuccessful end of waiting time, and the presence of voice answering machines. We define characteristics of call servicing, consider a method for computing them based on constructing and solving a system of statistical equilibrium equations. We propose a procedure to estimate the intensity of primary calls arrival based on measurements of general characteristics of call servicing in the contact center. We consider specific features of planning for the number of operators and access lines.

Presented by the member of Editorial Board: A. I. Lyakhov