Performance analysis of contact-center with group re-allocation of agents
Efimushkin, Vladimir ; Žepič, Drago
The paper analyses problems of Contact-Center users satisfaction increase at the expense of dynamic agentsʼ resources allocation between classes specified by professional criterion. Analytic model of ...one class agents functioning with vacant agents group leaving and return is proposed. Equilibrium equations describing the model behaviour are obtained in stationary regime. The main performance characteristics of model functioning are found and numerical examples are listed.
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