On the impact of customer balking, impatience and retrials in telecommunication systems

Authors:
J. R. Artalejo;V. Pla
Affiliations:
Department of Statistics and Operations Research, Faculty of Mathematics, Complutense University of Madrid, 28040 Madrid, Spain;Department of Communications, Universidad Politécnica de Valencia (UPV), School of Telecommunications Engineering, Camí de Vera s/n, 46022 Valencia, Spain
Venue:
Computers & Mathematics with Applications
Year:
2009

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Abstract

This paper deals with a Markovian multiserver model, where the simultaneous effect of customer balking, impatience and retrials is evaluated. The study of systems incorporating these features is motivated by the observation of real service systems where these queueing phenomena interact. Simple approximations based on truncation and generalized truncation are provided. These approximations are compared according to different criteria for several selected scenarios. Finally, our results are used to evaluate the optimal ratio between the number of available channels and the number of waiting positions in an application to call center management.