M/M/1 Queue with Impatient Customers of Higher Priority
Queueing Systems: Theory and Applications
On the Two-Class M/M/1 System under Preemptive Resume and Impatience of the Prioritized Customers
Queueing Systems: Theory and Applications
Volterra Integral and Differential Equations: SECOND EDITION (Mathematics in Science and Engineering)
Contact Centers with a Call-Back Option and Real-Time Delay Information
Operations Research
Approximations for the M/GI/N+GI type call center
Queueing Systems: Theory and Applications
Probability in the Engineering and Informational Sciences
Dynamic control of a single-server system with abandonments
Queueing Systems: Theory and Applications
Queuing system M/M/1/T with priority dropping packets mechanism based on living time
WISM'11 Proceedings of the 2011 international conference on Web information systems and mining - Volume Part I
Queueing system MAP/M/N as a model of call center with call-back option
ASMTA'12 Proceedings of the 19th international conference on Analytical and Stochastic Modeling Techniques and Applications
Dynamic fluid-based scheduling in a multi-class abandonment queue
Performance Evaluation
Computers and Electrical Engineering
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In this paper, we study three different problems where one class of customers is given priority over the other class. In the first problem, a single server receives two classes of customers with general service time requirements and follows a preemptive-resume policy between them. Both classes are impatient and abandon the system if their wait time is longer than their exponentially distributed patience limits. In the second model, the low-priority class is assumed to be patient and the single server chooses the next customer to serve according to a non-preemptive priority policy in favor of the impatient customers. The third problem involves a multi-server system that can be used to analyze a call center offering a call-back option to its impatient customers. Here, customers requesting to be called back are considered to be the low-priority class. We obtain the steady-state performance measures of each class in the first two problems and those of the high-priority class in the third problem by exploiting the level crossing method. We furthermore adapt an algorithm from the literature to obtain the factorial moments of the low-priority queue length of the multi-server system exactly.