Modeling hybrid communication center with self-services and threshold queuing control

We consider a queuing model to estimate and optimize a modern architecture hybrid call center with a self-service facility based on computer speech recognition. This center is presented by a two-node network with threshold control of queuing. One of these nodes describes the self-service servers and the other one describes a group of operators. Both nodes are considered as multilinear queuing systems. When not served by the automated service, the customer goes to the group of operators. We obtain stationary probabilities of the system states and derive performance characteristics.