Performance measures for service systems with a random arrival rate

Authors:
Samuel G. Steckley;Shane G. Henderson;Vijay Mehrotra
Affiliations:
Cornell University, Ithaca, NY;Cornell University, Ithaca, NY;San Francisco State University, San Francisco, CA
Venue:
WSC '05 Proceedings of the 37th conference on Winter simulation
Year:
2005

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Abstract

It is commonly assumed that the arrival process of customers to a service system is a nonhomogeneous Poisson process. Call center data often refute this assumption, and several authors have postulated a doubly-stochastic Poisson process for arrivals instead. We develop approximations for both the long-run fraction of calls answered quickly, and the distribution of the fraction of calls answered quickly within a short period. We also perform a computational study to evaluate the approximations and improve our understanding of such systems.