Performance Evaluation of Multi-skill Call Center Considering Call Abandonment

Focused on a classical multi-skill call center design model, a method for describing state space was given first. While considering the process of call handling as a markov process and taken the phenomenon of call abandonment into account, the state-transfer equation based on birth-and-death process was generated. A process of calculating steady-state probability and using steady-state probability for performance analysis was presented. A compare with simulation method and was done at last to show the effect and efficiency of the method.