Agent-based Queuing Model for Call Center Forecasting and Management Optimization

2019 ◽  
pp. 121-133
Author(s):  
Gao Niu ◽  
Jeyaraj Vadiveloo ◽  
Mengnong Xu
Keyword(s):  
Call Center ◽  
Queuing Model ◽  
Agent Based ◽  
Management Optimization

scholarly journals A TIME-VARYING CALL CENTER DESIGN VIA LAGRANGIAN MECHANICS

2009 ◽  
Vol 23 (2) ◽  
pp. 231-259 ◽  
Author(s):  
Robert C. Hampshire ◽  
Otis B. Jennings ◽  
William A. Massey
Keyword(s):  
Call Center ◽  
Fluid Model ◽  
Service Level Agreement ◽  
Service Level ◽  
Lagrangian Mechanics ◽  
Time Varying ◽  
Queuing Model ◽  
Service Network ◽  
Safety Rule ◽  
Loss Systems

We consider a multiserver delay queue with finite additional waiting spaces and time-varying arrival rates, where the customers waiting in the buffer may abandon. These are features that arise naturally from the study of service systems such as call centers. Moreover, we assume rewards for successful service completions and cost rates for service resources. Finally, we consider service-level agreements that constrain both the fractions of callers who abandon and the ones who are blocked.Applying the theory of Lagrangian mechanics to the fluid limit of a related Markovian service network model, we obtain near-profit-optimal staffing and provisioning schedules. The nature of this solution consists of three modes of operation. A key step in deriving this solution is combining the modified offered load approximation for loss systems with our fluid model. We use them to estimate effectively both our service-level agreement metrics and the profit for the original queuing model. Second-order profit improvements are achieved through a modified offered load version of the conventional square root safety rule.

scholarly journals Staffing to Maximize Profit for Call Centers with Impatient and Repeat-Calling Customers

2015 ◽  
Vol 2015 ◽  
pp. 1-10 ◽  
Author(s):  
Jun Gong ◽  
Miao Yu ◽  
Jiafu Tang ◽  
Manru Li
Keyword(s):  
Waiting Time ◽  
Call Center ◽  
Numerical Experiments ◽  
Call Centers ◽  
Arrival Rate ◽  
Customer Behavior ◽  
Queuing Model ◽  
Direct Function ◽  
Many Server Queues

Motivated by call center practice, we study the optimal staffing of many-server queues with impatient and repeat-calling customers. A call center is modeled as an M/M/s+M queue, which is developed to a behavioral queuing model in which customers come and go based on their satisfaction with waiting time. We explicitly take into account customer repeat behavior, which implies that satisfied customers might return and have an impact on the arrival rate. Optimality is defined as the number of agents that maximize revenues net of staffing costs, and we account for the characteristic that revenues are a direct function of staffing. Finally, we use numerical experiments to make certain comparisons with traditional models that do not consider customer repeat behavior. Furthermore, we indicate how managers might allocate staffing optimally with various customer behavior mechanisms.

Total etch dentin bonding systems: scanning electron microscopy of the resin-dentin hybrid layer

1992 ◽  
Vol 50 (2) ◽  
pp. 1092-1093
Author(s):  
Jorge Perdigao
Keyword(s):  
Composite Resin ◽  
Mechanical Interlocking ◽  
Hybrid Layer ◽  
Agent Based ◽  
Dentin Bonding ◽  
Acid Agent ◽  
Bond Strengths ◽  
Main Component ◽  
Bonding Systems ◽  
New Generation

In 1955, Buonocore introduced the etching of enamel with phosphoric acid. Bonding to enamel was created by mechanical interlocking of resin tags with enamel prisms. Enamel is an inert tissue whose main component is hydroxyapatite (98% by weight). Conversely, dentin is a wet living tissue crossed by tubules containing cellular extensions of the dental pulp. Dentin consists of 18% of organic material, primarily collagen. Several generations of dentin bonding systems (DBS) have been studied in the last 20 years. The dentin bond strengths associated with these DBS have been constantly lower than the enamel bond strengths. Recently, a new generation of DBS has been described. They are applied in three steps: an acid agent on enamel and dentin (total etch technique), two mixed primers and a bonding agent based on a methacrylate resin. They are supposed to bond composite resin to wet dentin through dentin organic component, forming a peculiar blended structure that is part tooth and part resin: the hybrid layer.

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