Abstract
This paper studies a queuing model of the N-design multi-skill call center. In this model, there are two types of customers and two server groups who have different skills. Group 1 consists of specialized servers who can only serve one type of customers, Group 2 consists of flexible servers who can serve both two types of customers. The customers waiting for the service in the queue may leave the system due to impatience. By dividing the system’s state space into several sets of sates, we obtain the equilibrium equations and the steady-state probabilities of the system. We also obtain the computational formula of the service level and the computational procedure of the staffing problem.
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