Markov model M/M/m/∞ in contact center environment

Authors:
Erik Chromy;Matej Kavacky;Jan Diezka;Miroslav Voznak
Affiliations:
Institute of Telecommunications, Slovak University of Technology Bratislava, Bratislava, Slovakia;Institute of Telecommunications, Slovak University of Technology Bratislava, Bratislava, Slovakia;Institute of Telecommunications, Slovak University of Technology Bratislava, Bratislava, Slovakia;Institute of Telecommunications, Slovak University of Technology Bratislava, Bratislava, Slovakia
Venue:
CIT'11 Proceedings of the 5th WSEAS international conference on Communications and information technology
Year:
2011

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Abstract

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 main goal of this work is to analyze of Markov model M/M/m/∞ properties in Contact center environment. This model offer wide range of important traffic parameters calculations of the system, while keeping transparent and simple structure - the key factor in design of Contact center.