Abstract: With the strategy that new service desks can be applied for opening when the queuing number of customers exceeds the limited bottleneck threshold in peak hours or emergencies, and considering constraints such as increased staff fatigue and customer patience in actual situations, a contact center queue model with the objective of cost optimization is established based on parameters of customers abandon, multi-channel service and variable number of reception desks. The performance of the contact center queue model is simulated and analyzed by using ProModel software, and its effectiveness is verified by comparing with the traditional call center queue model. Simulation results show that, when the number of customers waiting for service reaches a peak, the contact center queue model based on queue threshold condition to control the number of reception desks not only can improve the operating efficiency of the system as a whole, but also can effectively keep the staffing number in a reasonable range in order to control the loss of staffing costs, reduce the loss cost and loss rate of customers, and improve the service level of staff.

Key words: contact center, variable reception desks, fatigue, ProModel, customers abandon