Markov models and their use for calculations of important traffic parameters of contact center

Authors:
Erik Chromy;Jan Diezka;Matej Kavacky;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;Department of Telecommunications, VSB - Technical University of Ostrava, Ostrava Poruba, Czech Republic
Venue:
WSEAS TRANSACTIONS on COMMUNICATIONS
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 offers wide range of important traffic parameters calculations of the system, while keeping transparent and simple structure -- the key factor in design of Contact center. The second part of the paper deals with the modelling of contact center equipped with Interactive Voice Response (IVR) system. IVR system is modeled by Markov model M/M/∞/∞. It results in the less number of needed agents in contact center.