Mathematical Model of a Call-Center with Two Customer Classes
Most information services contact with their clients through the call-centers. In this paper, we give a mathematical model of a call-center with two customer classes and three skillbased agent groups. Customers of each class are served not only by the one-skilled agent group but by one two-skilled agent group too. We propose formulas to obtain the main model performance measures such as blocking probabilities, mean queue lengths and probabilities of receiving service immediately. A computational example shows that the proposed model is more effective that the model with one-skilled agent groups.