Call center operation model as a \(MAP/PH/N/R-N\) system with impatient customers

DOI10.1134/S0032946011040053zbMath1274.90069MaRDI QIDQ375971

Sergey Dudin, Olga S. Dudina

Publication date: 1 November 2013

Published in: Problems of Information Transmission (Search for Journal in Brave)

Mathematics Subject Classification ID

Communication networks in operations research (90B18) Queues and service in operations research (90B22)

Related Items (7)

Multi-server queueing system with a generalized phase-type service time distribution as a model of call center with a call-back option ⋮ \(MMAP|M|N\) queueing system with impatient heterogeneous customers as a model of a contact center ⋮ Performance analysis and system optimization of an energy-saving mechanism in cloud computing with correlated traffic ⋮ Analysis of retrial queuing system with limited processor sharing discipline and changing effective bandwidth ⋮ Queueing system with heterogeneous customers as a model of a call center with a call-back for lost customers ⋮ Improved priority scheme for unreliable queueing system ⋮ The \(MMAP/M/R/0\) queueing system with reservation of servers operating in a random environment

Cites Work

• Unnamed Item
• On the interaction between retrials and sizing of call centers
• Outsourcing strategy in two-stage call centers
• Lack of invariant property of the Erlang loss model in case of MAP input
• Staffing Many-Server Queues with Impatient Customers: Constraint Satisfaction in Call Centers
• New results on the single server queue with a batch markovian arrival process
• Sensitivity of Performance in the Erlang-A Queueing Model to Changes in the Model Parameters

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