You are in charge of staffing at a call center. Your goal is to select the number of agents that would be available to take customer calls in order to minimize daily costs. We assume that the staffing level remains constant over the day. The costs comprise (a) staffing costs: it costs $ per agent per hr; and (b) quality-of-service (QoS) costs of $b per abandoned call.
Each agent can process on average calls per hr, and each customer quits the queue after waiting mins on average. Customer inter-arrival, service, and patience times are random and distributed according to exponential distributions.
Tip: You can use the static version for analysis.
Capacity:
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