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1 – 2 of 2Gao Niu, Jeyaraj Vadiveloo and Mengnong Xu
In this chapter, we consider the model of call center incoming call forecasting and staffing-level optimization. We first present the structure of the model and how an agent-based…
Abstract
In this chapter, we consider the model of call center incoming call forecasting and staffing-level optimization. We first present the structure of the model and how an agent-based modeling technique could enrich the decision rule and the model. A matrix layout is introduced to present the model so that it can be understood in an efficient way from the perspective of a programmer. The agent-based queuing model will be used in forecasting. We then utilize the bisection method and stepwise method to optimize the staff level to satisfy a target range service-level criteria. Call center management could use the model in practice for their management forecasting and optimization decision-making process in terms of how many agents they need to achieve the target business efficiency goal.
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