The mathematical model of call center functioning is constructed and analyzed. In the model
multi-skilled routing based on usage of one group of operators for simple requests and two …

The functional and mathematical models of call center working in case of overload are
constructed and analyzed. In the model the following features are considered: the possibility …

The mathematical model of call center functioning in case of overload is constructed and
analyzed. In the model multi-skilled routing based on usage of one group of operators …

A mathematical model for the receipt and servicing of applications in a modern call-center in
the form of a queuing system with impatient requests has been developed and investigated …

We continue the study of a generalized call center model presented in [1]. The model takes
into account the following characteristic features of reference and information services …

We construct and study a model of arrival and servicing of calls in modern contact centers.
The model takes into account that servicing staff divides into operators and consultants, that …

A closed exponential queueing network with impatient customers is considered as a model
of a call center. The process of handling calls in the call center is described. A detailed …

The model of a fully available group of servers with a Poisson flow of primary calls and the
possibility of losses before and after occupying a free server is considered. Additionally, a …

The appropriate model and consecutive design is the basis for building of successful
Contact center. Excessive complexity of model can be sometimes contra-productive. The …

An approximate method for analysis of the queuing models with jump priorities was
developed. It is assumed that upon arrival of a low-priority call one call of such kind might be …