Queueing Systems: Theory and Applications
Contact Centers with a Call-Back Option and Real-Time Delay Information
Operations Research
Outsourcing strategy in two-stage call centers
Computers and Operations Research
Multi-class Markovian arrival processes and their parameter fitting
Performance Evaluation
Priority tandem queueing model with admission control
Computers and Industrial Engineering
Call Centers with Delay Information: Models and Insights
Manufacturing & Service Operations Management
Call center operation model as a MAP/PH/N/R-N system with impatient customers
Problems of Information Transmission
Hi-index | 0.01 |
A multi-server queueing system with infinite buffer and impatient heterogeneous customers as a model of a contact center that processes incoming calls (priority customers) and e-mail requests (non-priority customers) is investigated. The arrival flow is described by a Marked Markovian Arrival Process (MMAP). The service time of priority and non-priority customers by a server has an exponential distribution with different parameters. The steady state distribution of the system is analyzed. Some key performance measures are calculated. The Laplace-Stieltjes transforms of the sojourn and waiting time distribution are derived. The problem of optimal choice of the number of contact center agents under the constraint that the average waiting time of e-mail requests does not exceed a predefined value is numerically solved.