Mathematical Model of the Contact Center

Abstract: The paper deals with the contact center modeling with emphasis on the optimal number of agents. The contact center belongs to the queueing systems and its mathematical model can be described by various quality of service parameters. The Erlang C formula is a suitable tool for the modeling of QoS parameters of contact centers. The contact center consist of IVR system and service groups and we propose also two new parameters – downtime and administrative task duration. These parameters are useful for better determination of the optimal number of contact center agents. Based on these parameters we propose a mathematical model for contact centers also with repeated calls.