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

Gao Niu

Jeyaraj Vadiveloo

Mengnong Xu

Advances in Business and Management Forecasting

ISBN: 978-1-78754-290-7, eISBN: 978-1-78754-289-1

Publication date: 6 September 2019

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.

Keywords

Acknowledgements

Acknowledgments

The authors thank Xiaoyu Zheng, Pengqian Zhang, Jiatian Xu, and Surath Fernando from the University of Connecticut Goldenson Center for Actuarial Research for their support in programing the model.

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

Publisher

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Emerald Publishing Limited