Analysing Complex Queueing Systems (Call‐Centre Skill‐Based Routing): Is Simulation the Only or Best Way?, Mike Tanner (Mitan Ltd)
Abstract
Call centre work‐force management uses queueing theory for performance estimation of simple call‐routing schemes, and simulation for more complex schemes, such as skill‐based routing. Performance estimation works in conjunction with agent shift and roster planning. Even with modern computing power, the overhead of simulation limits the search scope of agent scheduling algorithms, and this is exacerbated by cloud‐based services. An effective method exists of improving the efficiency of how simulation is interfaced to agent scheduling, but its use is restricted by a US patent. A queueing‐theory solution for skill‐based routing is attractive, but in practice impossible to achieve by the usual methods of queueing theory. This talk will outline the skill‐based routing problem, simulation‐related issues, the patented interface method, and a new queueing‐theory based modelling approach.
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