Modelling Analysis Of A Call Center

Abstract

A call center offers telephone based services. An illustration of the traffic flow has been shown. Incoming calls waiting to be serviced by c identical agent. All these are connected to the ACD(Automatic Call Distributor) which handles the queue,stores operational data and directs calls to the available agents. Queuing models have be shown and the visibility of it’s application to call centers were also analyzed. Emphasis were made on some queuing models. It is very important to note the importance of queuing models when it’s related to call center model because it helps with various calculation of the waiting time,service level,arival rate,staffing etc. All these mentioned are the instruments used to analyze a call center modelling.