Performance analysis of an inbound call center with time varying arrivals
Performance analysis of an inbound call center with time varying arrivals

Summary/Abstract: The paper presents a novel method of performance analysis of a call center with balking and abandonment, i.e. in which the customer may not stay in the queue once realizing he is put on hold, or abandon the waiting queue if the waiting time is too long. In the paper we compare both an inherently transient and a stationary CTMC models of such an inbound call center, using realistic data. The inherently transient method we introduce delivers important characteristics of the model, with the quality close to Monte Carlo simulations, by using modified uniformization method.

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