Queueing system MAPPHNN + R with impatient heterogeneous customers as a model of call center

Chesoong Kim; Sergey Dudin; Olga TaraminJanghyun Baek

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Queueing system MAPPHNN + R with impatient heterogeneous customers as a model of call center

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摘要

A multi-server queueing system with a Markovian arrival process (MAP), a finite buffer and impatient heterogeneous customers useful in modeling a call center is investigated. The servers are identical and independent of each other. The service time of a customer has a Phase type distribution (PH). If all servers are busy at a customer arrival epoch, the customer moves to the buffer with probability, which depends on the number of customers in the system, or, alternatively, leaves the system forever. During a waiting period the customers can be impatient and leave the system. An efficient algorithm for calculating the stationary probabilities of system states is proposed. A special approach for reducing the system dimension is used. Some key performance measures are calculated. The Laplace-Stieltjes transforms of the sojourn and waiting time distribution are derived. Some illustrative numerical results are presented.

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来源
《Applied mathematical modelling》 |2013年第3期|958-976|共19页
作者
Chesoong Kim; Sergey Dudin; Olga TaraminJanghyun Baek;
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作者单位

Sangji University;

Belarusian State University;

Chonbuk National University;

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收录信息美国《科学引文索引》(SCI);美国《工程索引》(EI);
原文格式 PDF
正文语种英语
中图分类应用数学;
关键词
Call center; Multi-server queueing system; Markovian arrival process; Phase type service time distribution; Impatient heterogeneous customers;

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1. Analysis of MAP(1), MAP(2)/ PH/ 1 Non-preemptive Priority Queueing Model Under Classical Retrial Policy with Breakdown, Repair, Discouragement, Single Vacation, Standby Server, Negative Arrival and Impatient Customers [J] . Ayyappan G., Thilagavathy K. International journal of applied and computational mathematics . 2021,第5期

机译：Analysis of MAP(1), MAP(2)/ PH/ 1 Non-preemptive Priority Queueing Model Under Classical Retrial Policy with Breakdown, Repair, Discouragement, Single Vacation, Standby Server, Negative Arrival and Impatient Customers
2. Analysis of MAP / PH 1 E , PH 2 O /1 queue with standby server, second optional service, variant arrival rate, Bernoulli schedule vacation, impatient behaviour of customers, breakdown, essential and optional repair [J] . G. Ayyappan, K. Thilagavathy International journal of mathematics in operational research . 2022,第2期

机译：Analysis of MAP / PH 1 E , PH 2 O /1 queue with standby server, second optional service, variant arrival rate, Bernoulli schedule vacation, impatient behaviour of customers, breakdown, essential and optional repair
3. Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue [J] . SERGEY ZELTYN, AVISHAI MANDELBAUM Queueing systems: Theory and applications . 2005,第4期

机译：Call Centers with Impatient Customers: Many-Server Asymptotics of the M/M/n + G Queue

Queueing system MAPPHNN + R with impatient heterogeneous customers as a model of call center

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