A Call Center with a Partial Closing Rule and Calls' Reneging and Feedback

摘要

we consider a call center with a partial closing rule and calls' reneging and Bernoulli feedback. We assume N trunk lines, S agents, Poisson arrivals, exponential processing time at the IVR (Interactive Voice Response Units) and agents. Based on queuing model, we present some significant performance measures for the system in steady-state. Finally, numerical results are presented with the focus on the effects of the parameter p and arrival rate λ.