Markov model M/M/m/K in contact center

Abstract

Our paper deals with a contact center dimensioning. The main task of a contact center is to offer services to customers. The most simple and genuine way of communication with the contact center agent is by phone. From the customer satisfaction point of view, the shortest serving time is the most important factor. It is known that the highest operating costs of the contact center are costs for agents. Therefore, we need to choose the right number of agents and effectively utilize them. For contact center dimensioning we can use various models. In this paper, we introduce the Markov M/M/m/K model which offers the broad range of parameters suitable for the contact center sizing, e.g. required number of agents based on the probability of call refusal and probability of call enqueue.