Applications of maximum queue lengths to call center management

DOI10.1016/j.cor.2005.05.020zbMath1102.90015OpenAlexW2086862457MaRDI QIDQ856676

Jesus R. Artalejo, Antonis Economou, Antonio Gómez-Corral

Publication date: 7 December 2006

Published in: Computers \& Operations Research (Search for Journal in Brave)

Full work available at URL: https://doi.org/10.1016/j.cor.2005.05.020

zbMATH Keywords

customer behaviormaximum queue lengthcall centerlevel dependent quasi-birth-and-death processesrouting rules

Mathematics Subject Classification ID

Queues and service in operations research (90B22)

Related Items (12)

Maximum queue lengths during a fixed time interval in the \(M/M/c\) retrial queue ⋮ A matrix geometric approach to the M/M/1 two-phase multi optional retrial queue with Bernoulli feedback, impatient customers and a server subject to breakdown and repair ⋮ \(M/M/1\) retrial queue with working vacations ⋮ The maximum number of infected individuals in SIS epidemic models: computational techniques and quasi-stationary distributions ⋮ An efficient solution to a retrial queue for the performability evaluation of DHCP ⋮ On the applicability of the number of collisions in \(p\)-persistent CSMA/CD protocols ⋮ THE RUNNING MAXIMUM OF A LEVEL-DEPENDENT QUASI-BIRTH-DEATH PROCESS ⋮ Solution for a retrial queueing problem in cellular networks with the fractional guard channel policy ⋮ A NEW FINITE-SOURCE QUEUEING MODEL FOR MOBILE CELLULAR NETWORKS APPLYING SPECTRUM RENTING ⋮ An efficient method to compute the rate matrix for retrial queues with large number of servers ⋮ Heavy-traffic extreme value limits for Erlang delay models ⋮ On the impact of customer balking, impatience and retrials in telecommunication systems

Cites Work

• Performance analysis of a call center with interactive voice response units.
• Extreme values of birth and death processes and queues
• Queueing models of call centers: An introduction
• Approximation and analysis of a call center with flexible and specialized servers
• The impact of retrials on call center performance
• A classified bibliography of research on retrial queues: Progress in 1990--1999
• COMPUTATION OF STEADY-STATE PROBABILITIES FOR RESOURCE-SHARING CALL-CENTER QUEUEING SYSTEMS
• Algorithmic Analysis of the Maximum Queue Length in a Busy Period for the M/M/c Retrial Queue
• Improving Service by Informing Customers About Anticipated Delays
• A Queueing System with General-Use and Limited-Use Servers
• Introduction to Matrix Analytic Methods in Stochastic Modeling
• The Bilingual Server System: A Queueing Model Featuring Fully And Partially Qualified Servers
• Retrial Queues
• The Distribution of the Maximum Length of a Poisson Queue During a Busy Period

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