Queueing network model of a call center with customer retrials and impatient customers

DOI10.18500/1816-9791-2024-24-2-287-297zbMath1543.90075MaRDI QIDQ6571113

Andreĭ Vital'evich Pan'kov, Tata'yana Vladimirovna Rusilko

Publication date: 11 July 2024

Published in: Izvestiya Saratovskogo Universiteta. Novaya Seriya. Seriya Matematika, Mekhanika, Informatika (Search for Journal in Brave)

zbMATH Keywords

asymptotic analysismathematical modelingimpatient customercall centerqueuing networkretrial customer

Mathematics Subject Classification ID

Queues and service in operations research (90B22)

Cites Work

• Unnamed Item
• Multi-server queueing system with a generalized phase-type service time distribution as a model of call center with a call-back option
• Data-stories about (im)patient customers in tele-queues
• Performance analysis of a call center with interactive voice response units.
• Performance analysis and optimization of inbound call centers
• Queueing models of call centers: An introduction
• The impact of retrials on call center performance
• Retrial Queueing Systems
• Application of queueing network models in insurance
• ANALYSIS OF A QUEUEING MODEL FOR A CALL CENTER WITH IMPATIENT CUSTOMERS AND AFTER-CALL WORK

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