Designing a Call Center with Impatient Customers
Manufacturing & Service Operations Management
Modeling IP traffic using the batch Markovian arrival process
Performance Evaluation - Modelling techniques and tools for computer performance evaluation
Modeling multiple IP traffic streams with rate limits
IEEE/ACM Transactions on Networking (TON)
Lack of Invariant Property of the Erlang Loss Model in Case of MAP Input
Queueing Systems: Theory and Applications
Outsourcing strategy in two-stage call centers
Computers and Operations Research
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
MMAP|M|N queueing system with impatient heterogeneous customers as a model of a contact center
Computers and Operations Research
Retrial queuing system with Markovian arrival flow and phase-type service time distribution
Computers and Industrial Engineering
| Hi-index | 0.00 |
We analyze a multiserver queueing system with a finite buffer and impatient customers. The arrival customer flow is assumed to be Markovian. Service times of each server are phase-type distributed. If all servers are busy and a new arrival occurs, it enters the buffer with a probability depending on the total number of customers in the system and waits for service, or leaves the system with the complementary probability. A waiting customer may become impatient and abandon the system. We give an algorithm for finding the stationary distribution of system states and derive formulas for basic performance characteristics. We find Laplace-Stieltjes transforms for sojourn and waiting times. Numeric examples are given.