Commissioned Paper: Telephone Call Centers: Tutorial, Review, and Research Prospects
Manufacturing & Service Operations Management
Stochastic Decomposition in M/M/∞ Queues with Markov Modulated Service Rates
Queueing Systems: Theory and Applications
Analysis of customers' impatience in queues with server vacations
Queueing Systems: Theory and Applications
Fundamental characteristics of queues with fluctuating load
SIGMETRICS '06/Performance '06 Proceedings of the joint international conference on Measurement and modeling of computer systems
Synchronized reneging in queueing systems with vacations
Queueing Systems: Theory and Applications
Transient analysis of a queue with system disasters and customer impatience
Queueing Systems: Theory and Applications
Analysis of a dynamic assignment of impatient customers to parallel queues
Queueing Systems: Theory and Applications
The M/M/1 queue with synchronized abandonments
Queueing Systems: Theory and Applications
Analysis of a queueing system with impatient customers and working vacations
Proceedings of the 6th International Conference on Queueing Theory and Network Applications
Queues in tandem with customer deadlines and retrials
Queueing Systems: Theory and Applications
Maintenance of infinite-server service systems subjected to random shocks
Computers and Industrial Engineering
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Consider a system operating as an M/M/c queue, where c=1, 1cc=驴. The system as a whole suffers occasionally a disastrous breakdown, upon which all present customers (waiting and served) are cleared from the system and lost. A repair process then starts immediately. When the system is down, inoperative, and undergoing a repair process, new arrivals become impatient: each individual customer, upon arrival, activates a random-duration timer. If the timer expires before the system is repaired, the customer abandons the queue never to return. We analyze this model and derive various quality of service measures: mean sojourn time of a served customer; proportion of customers served; rate of lost customers due to disasters; and rate of abandonments due to impatience.