Abstract
Figure 3.1 depicts a schematic model of an inbound call center with c agents serving one class of customers. As shown, the waiting room is limited to L waiting positions and waiting customers may leave the system due to impatience. A blocked , balking, or reneging customer might try to call again later (retrial). A queu eing model of such an inbound call center is completely described by customer profiles, agent characteristics, routing policies, and by any limitation of the waiting room.1
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© 2003 Springer-Verlag Berlin Heidelberg
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Stolletz, R. (2003). Classification of Queueing Models of Inbound Call Centers. In: Performance Analysis and Optimization of Inbound Call Centers. Lecture Notes in Economics and Mathematical Systems, vol 528. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-55506-0_3
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DOI: https://doi.org/10.1007/978-3-642-55506-0_3
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-00812-5
Online ISBN: 978-3-642-55506-0
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