Tandem queueing system with impatient customers as a model of call center with Interactive Voice Response

Authors:
Chesoong Kim;Alexander Dudin;Sergey Dudin;Olga Dudina
Affiliations:
Sangji University, Wonju, Kangwon, 220-702, Republic of Korea;Belarusian State University, 4, Nezavisimosti Ave., Minsk, 220030, Belarus;Belarusian State University, 4, Nezavisimosti Ave., Minsk, 220030, Belarus;Belarusian State University, 4, Nezavisimosti Ave., Minsk, 220030, Belarus
Venue:
Performance Evaluation
Year:
2013

Citing 6
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Abstract

A tandem queueing system with a Markovian Arrival Process (MAP) useful in modeling a call center with Interactive Voice Response (IVR) is investigated. The first stage has a finite number of servers without buffer while the second stage of the tandem has a finite buffer and a finite number of servers. The service time at the first (second) stage has an exponential (phase type) distribution. A special approach for reducing the number of states of the stochastic process that describes the behavior of the system is used. The main performance measures are calculated. The Laplace-Stieltjes transform of the sojourn time distribution is derived. The numerical results are presented.