The Modeling of Contact Center Dealing with Smart Objects of Internet of Things
Mikhail Sergeevich Stepanov, Hanna M. Zhurko · DOAJ (DOAJ: Directory of Open Access Journals) · 2019
The implementation of Internet of Things applications can transform contact centers by providing them with new streams of information and taking the customer service to the next level. However, the mathematical modelling of such systems is quite new direction and there are no concrete results in this field yet. In this paper the mathematical model of contact center with Internet of Things implementation is constructed and analyzed. In the model multi-skilled routing based on usage of one group of operators capable of serving simple requests from smart devices and several groups of experts (consultants) handling more advanced topics is taken into account. Markov process that describes model functioning is constructed. Main performance measures of interest are defined through the values of stationary probabilities of model's states. Algorithm of characteristics estimation is suggested based on solving the system of state equations. It is shown how to use found relations for quantitative and qualitative analysis of the model functioning. The usage of the model for estimation of required number of waiting positions and operators is considered.