Dual-channel call center model with exchange of requests and repeat calls

Abstract

Computer simulation of stationary distribution of states in a call center for a two-channel RQ system with exchange of requests is presented. Such systems are becoming increasingly relevant due to the parallel use of both human dispatchers and voice intelligent bots for servicing calls. The simulation is based on solving the system of stationary Chapman-Kolmogorov equations for the Markov process describing the RQ-system. The system of equations proposed in the work differs from previous models by the presence of an exchange of requests between service channels in accordance with customer preferences. It takes into account the possibility of random repeated calls within a given average time. Service time in channels and delay time of requests in orbits have exponential distribution laws. Requests in orbit have the property of impatience, i.e. leave the system after some random time. To find the stationary distribution of states in orbits, the iterative numerical Gauss-Seidel method is used, which ensures fast convergence of calculations. Each channel has its own orbit of requests. The accuracy of the solution is controlled by increasing the maximum number of requests in orbit until the result stabilizes. The model demonstrates the sensitivity of system performance to the asymmetry of customer preferences when changing channels. Numerical simulation was carried out for the call center of the housing management company "StroyTekhnika" in the city of Voronezh. Application flows and repeat call parameters were calculated based on data from the company website and social network analysis. Accounting for repeat calls reduces system throughput compared to the option of completely impatient customers who do not use repeat calls. The case of completely impatient customers describes the limit state of a service system. At the same time, redistributing calls in favor of a more productive channel improves the overall performance of the system. The results obtained show the feasibility of using high-performance multi-channel voice bots while simultaneously stimulating a shift in customer preferences in favor of intelligent automata.