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This paper studied the staffing problem of a multi-skill call center in N-design. In this model, there are two types of customers and two groups of servers who have different skills. We proposed a new state space division method, according to the different state of each agent groups, dividing the infinite number of system states into several finite state sets, and obtained the state-transition rates. Then, we established equations for the steady-state probabilities of the system. Finally, we obtained the computational formula for the service level and we established the staffing calculation model for optimal number of the agents in each group, we adopted the implicit enumeration method to find the solution. Keywords-Queuing model; Multi-skill call center; Steadystate probabilities; Service level; Staffing problem.

The Staffing Problem of the N-Design Multi-Skill Call Center Based on Queuing Model