Operations Research, Systems Engineering and Industrial Engineering Commons^™

Preemptive Resume Priority Call Center Model With Two Classes Of Map Arrivals, Srinivas R. Chakravarthy, M. Senthil Kumar, R. Arumuganathan

Industrial & Manufacturing Engineering Publications

Generally in call centers, voice calls (say Type 1 calls) are given higher priority over e-mails (say Type 2 calls). An arriving Type 1 call has a preemptive priority over a Type 2 call in service, if any, and the preempted Type 2 call enters into a retrial buffer (of finite capacity). Any arriving call not able to get into service immediately will enter into the pool of repeated calls provided the buffer is not full; otherwise, the call is considered lost. The calls in the retrial pool are treated alike (like Type 1) and compete for service after a …