Modeling of a load balancer for Call Center Systems

摘要

Due to the rapid growth of Call Center Companies, alternatives for balancing calls between multiple servers where the agents are connected (ACD servers), and that allow the increase of the operation capacity without compromising the performance and quality of service are needed. Currently, load balancing algorithms usually address the problem for a set of geographically separated Call Centers (VCC: Virtual Call Centers), which are connected through data links and whose metric is the bandwidth. There are also load balancers for SIP servers that implement algorithms focused on this protocol. In this paper, a load balancer is modeled for Call Center systems which enables the distribution of calls between multiple ACD servers that are interconnected in a Local Area Network (LAN). This work was done by implementing Generalized Round Robin (GRR) algorithm and Minimum Expected Delay (MED) algorithm under two scenarios: homogeneous, i.e., same number of agents connected to multiple ACD servers; and heterogeneous i.e., different number of agents connected to multiple ACD servers. Finally we present a hybrid algorithm called Minimum Expected Delay Modified (MED) that improves agent utilization in each of ACD servers.