RETRIAL QUEUEING ANALYSIS MODEL IN CALL CENTER SYSTEM WITH MIXING CALL BALANCED

Abstract

In call center systems, call blending includes the mixing of activities of incoming calls and outgoing calls. This study pressents a retrial queue model with constant retrial rate for incoming calls in order to analyze the call center system with a combination of call activities of incoming calls and outgoing calls. Incoming calls that cannot be serviced are stored in a buffer, where the tasks are sent back to the server after a random period of time. As soon as the server goes idle, it makes an outgoing call. The analyzed model was used as a retrial queue system for a call center system with 2-way communication (correlation between incoming and outgoing calls) and constant retrial rate, in both single and multi-server scenarios. The quasi-birth-and-death process according to the generation matrix  was used to calculate the equilibrium probabilities for the analytical model to achieve the desired results.

https://doi.org/10.26459/hueunijtt.v131i2A.6617
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