Construction and Analysis of a Model for Servicing Voice Requests and Files in Modern Contact Centers

The article presents a mathematical model of joint service of voice requests and requests in the form of files in a contact center. The model takes into account the features of modern request processing systems: group receipt of files, the possibility of waiting for them taking into account the aging of information, pre-processing of voice requests by robotic operators. We have developed a recursive algorithm for evaluating the main characteristics of the system's quality of operation, including the probability of loss of various types of requests, operator loading, and average file waiting time. The numerical analysis carried out showed a significant impact of the group nature of file receipt on service indicators: with the same load, file losses exceed the loss of voice requests, which requires an increase in the number of operators by 30-40%. The effect of prioritizing file maintenance when using the wait buffer is investigated. The results obtained can be applied to optimize the infrastructure of contact centers and improve the quality of service with limited resources.