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

Abstract

In this chapter, we consider the model of call center incoming call forecasting and staffing-level optimization. We first present the structure of the model and how an agent-based modeling technique could enrich the decision rule and the model. A matrix layout is introduced to present the model so that it can be understood in an efficient way from the perspective of a programmer. The agent-based queuing model will be used in forecasting. We then utilize the bisection method and stepwise method to optimize the staff level to satisfy a target range service-level criteria. Call center management could use the model in practice for their management forecasting and optimization decision-making process in terms of how many agents they need to achieve the target business efficiency goal.

Citation

Niu, G., Vadiveloo, J. and Xu, M. (2019), "Agent-based Queuing Model for Call Center Forecasting and Management Optimization", Advances in Business and Management Forecasting (Advances in Business and Management Forecasting, Vol. 13), Emerald Publishing Limited, Leeds, pp. 121-133. https://doi.org/10.1108/S1477-407020190000013014