Performance Indicators for Call Centers with Impatience
Résumé
An important feature of call center modeling is the presence of impatient customers. In this paper, we consider single-skill call centers including customer abandonments. We study a number of different service level definitions, including all those used in practice, and show how to explicitly compute their performance measures. Based on data from different call centers, new models are defined that extend the common Erlang A model. We show that the new models fit reality very well.
Domaines
AutreOrigine | Fichiers produits par l'(les) auteur(s) |
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