Queueing system \(MAP|PH|N|N+R\) with impatient heterogeneous customers as a model of call center

DOI10.1016/j.apm.2012.03.021zbMath1351.90079OpenAlexW2313879598MaRDI QIDQ350403

Sergey Dudin, Olga Taramin, Janghyun Baek, Che Soong Kim

Publication date: 7 December 2016

Published in: Applied Mathematical Modelling (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1016/j.apm.2012.03.021

zbMATH Keywords

Markovian arrival processcall centermulti-server queueing systemimpatient heterogeneous customersphase type service time distribution

Mathematics Subject Classification ID

Queueing theory (aspects of probability theory) (60K25) Queues and service in operations research (90B22)

Related Items (15)

Multi-server queueing system with a generalized phase-type service time distribution as a model of call center with a call-back option ⋮ Help desk center operating model as a two-phase queueing system ⋮ Analysis of multiserver retrial queueing system with varying capacity and parameters ⋮ The virtual waiting time of the M/G/1 queue with customers of \(n\) types of impatience ⋮ Resource optimization in \(MMAP[2/PH[2]/S\) priority queueing model with threshold \(PH\) retrial times and the preemptive resume policy] ⋮ Analysis of multiserver queueing system with opportunistic occupation and reservation of servers ⋮ \(M A P + M A P / M_2 / N / \infty\) queueing system with absolute priority and reservation of servers ⋮ Queueing system with heterogeneous customers as a model of a call center with a call-back for lost customers ⋮ Multi-server tandem queue with Markovian arrival process, phase-type service times, and finite buffers ⋮ Tandem queueing system with infinite and finite intermediate buffers and generalized phase-type service time distribution ⋮ A customer service model in an adaptive-modulation mobile communication cell with allowance for random environment ⋮ Optimal revenue management in two class pre-emptive delay dependent Markovian queues ⋮ Analysis of an \(\mathrm{MMAP}/\mathrm{Ph}_{1}, \mathrm{Ph}_{2}/N/\infty\) queueing system operating in a random environment ⋮ Retrial multi-server queuing system with \textit{PHF} service time distribution as a model of a channel with unreliable transmission of information ⋮ Steady-state and first passage time distributions for waiting times in the \(MAP/M/s+G\) queueing model with generally distributed patience times

Cites Work

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• On the interaction between retrials and sizing of call centers
• Outsourcing strategy in two-stage call centers
• Call center arrival modeling: A Bayesian state-space approach
• New results on the single server queue with a batch markovian arrival process
• Independent markov processes in parallel
• Algorithms for the multi-server queue with phase type service
• Numerical Inversion of Laplace Transforms of Probability Distributions
• Queues with marked customers

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