الفهرس 
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Abstract
A call center is a set of resources forming an interface between an organization and its users. Several companies have such a center to provide services to their customers. Call Centers have thus a great economic importance so, there is a continuous need to analyze and optimize the performance. Basically, call centers can be characterized as stochastic systems that could be modeled mathematically using queueing models (QM). The performance of a call center can be measured according to several metrics which are called key performance indicators (KPIs). These indicators may differ from system to system according to its nature.
In call centers, there has been an increasing interest in routing and scheduling decisions for balancing customer and server needs. The decision problem of selecting a routing rule considers both qualitative and quantitative measures. Solving this problem includes evaluating a group of routing rules based on several criteria. Literature surveys on dynamic routing usually take advantage of one or two criteria in evaluating the performance of call centers such as minimizing the waiting time as a sole objective for performance, but this is not help optimizing system performance; since service speed does not solely depend on one criterion. In this thesis, we study the impact of abandonment rate as a metric for evaluating a call center performance by applying the three basic queueing models Erlang B, Erlang C, and Erlang A on a real benchmark datasets. We analyze and compare the results to emphasize taking the abandonment rate into account when measuring system performance. The main contribution of this thesis is to propose a methodology to select the most appropriate call routing rules based on more than one objective of the call center objectives. We also present an algorithm to select the optimal routing rule in case there is more than one appropriate routing rule. Finally, we select three of the most common routing rules and we compare among them to choose the most appropriate routing rule based on the objectives of the call center by using the analytic hierarchy process (AHP). from the five case studies which are introduced, we can deduce that based on the two criteria options (CR, ASA) and (CR, Cost) the optimal rule is ”RPT”. So, we advise the call center managers whose objective is maximizing customer satisfaction and minimizing the average waiting time to use the ”RPT” rule.
Based on the two criteria (Cost, ASA), the three criteria (CR, Cost, ASA), and the five criteria (CR, Cost, ASA, AHT, and Ab) we found out that the optimal rule is ”Max pμ”. So, we advise the call center managers whose objective is minimizing the average waiting time and maximizing customer satisfaction based on cost limitation or abandonment rate to use the ”Max pμ” rule.