Fundamentals of queueing theory (2nd ed.).
Fundamentals of queueing theory (2nd ed.).
Queueing systems with vacations—a survey
Queueing Systems: Theory and Applications
Modeling the IRS taxpayer information system
Operations Research
Introduction to matrix analysis (2nd ed.)
Introduction to matrix analysis (2nd ed.)
On the M(n)/M(n)/s queue with impatient calls
Performance Evaluation
Asymptotic Results and a Markovian Approximation for the M(n)/M(n)/s+GI System
Queueing Systems: Theory and Applications
Designing a Call Center with Impatient Customers
Manufacturing & Service Operations Management
Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Queueing Systems: Theory and Applications
Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue
Queueing Systems: Theory and Applications
The GI/M/1 queue and the GI/Geo/1 queue both with single working vacation
Performance Evaluation
Steady state analysis of level dependent quasi-birth-and-death processes with catastrophes
Computers and Operations Research
G-SSASC: simultaneous simulation of system models with bounded hazard rates
Winter Simulation Conference
QBD sensitivity analysis tool using discrete-event simulation and extension of SMCSolver
Proceedings of the 5th International ICST Conference on Performance Evaluation Methodologies and Tools
Computers and Operations Research
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This paper investigates a computationally practical way for analyzing a call center queueing model, i.e., a finite-capacity, multi-server queueing model, where each server goes on a single vacation. Poisson arrival process and exponential service and vacation times are assumed. We also assume that each customer may leave the queue due to impatience. Customers' patience times are i.i.d. random variables with a general distribution. Level-dependent finite QBD (quasi-birth-death) processes are employed to approximate such a queueing model. Two approaches are considered. The first one uses the phase-type (PH) distribution to approximate the general patience distribution, whereas the second one is based on the idea of replacing the eventual reneging of customers with balking. We find that the first approach is almost impossible to compute numerically due to the exponential growth of the size of the block matrices in a level-dependent finite QBD. We examine the validity and applicability of the approximation based on the second approach and show that it gives us a practical way to obtain performance measures of call center systems in practical scale with sufficiently reasonable accuracy.