Markov Models and Their Use for Calculations of Important Traffic Parameters of Contact Center
Contact center is complex communication system which arises as upgrade of private branch Exchange and offers integrated system for communication with customers whether by telephone call, e-mail or even by text chat with contact center agent. Contact center consist of: Private Branch eXchange (PBX), Automatic Call Distribution (ACD), Computer Telephony Integration (CTI), Interactive Voice Response (IVR), Call Management System (CMS), Voice Recording (VR), Campaign Manager (CM), agents and supervisors workplaces, email and web server. It is very difficult to describe such complex system by mathematical models. Therefore, in the next the authors will see under term Contact center only the system for processing of telephone calls.