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Conference paper

A Phase-Type Approach to Modelling Multi-Skill Call Centers

By Nielsen, Thomas Bang1,2

From

Mathematical Statistics, Department of Informatics and Mathematical Modeling, Technical University of Denmark1

Department of Informatics and Mathematical Modeling, Technical University of Denmark2

Routing schemes based on the waiting time of the customers in queue are common in call centers. These often take the form of thresholds at which overflow to other groups of agents is allowed. Using phase-type distributions an approximation for the waiting-time distribution in such systems is obtained.

Language: English
Year: 2008
Proceedings: INFORMS Annual Meeting
Types: Conference paper

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