Modeling a phone center: Analysis of a multichannel, multiresource processor shared loss system

This payer presents a model for the study of operations at an inbound call center. The call center is modeled as a multiclass processor shared loss sy stem, where the interacting effects of human, telecommunication, and inform ation technology resources are explicitly incorporated. Product form soluti ons and approximations for this type of system are provided along with expr essions for performance measures like blocking and reneging. Some structura l properties of system throughput are analyzed in an effort to pave the way for future optimization studies dealing with the design and management of phone centers.